We aim to provide homes and build communities that residents are proud to live in, with support to sustain a successful tenancy and manage life changes. Accessing our residents’ homes to carry out repairs, safety checks, inspections and improvements is a key part of providing safe homes, for our residents and neighbouring properties, and avoiding enforcement action against tenancies.
Our Access Policy outlines our approach to gaining access to our residents' homes to carry out the necessary landlord services to ensure homes are safe, healthy and free from hazards that could cause harm.
Here's what you need to know
Why do we need access?
We may need to enter your home to:
- Carry out repairs, safety checks and inspections
- Maintain heating, water, gas and electricity systems
- Install or check smoke and carbon monoxide alarms
- Complete safety certificates (like gas and electrical checks)
- Fix damp, mould or structural issues
- Make improvements or upgrades
- Respond to emergencies.
We’ll always try to arrange access at a time that works for you and give at least 48 hours’ notice, unless it’s an emergency.
How do we communicate?
We promise to:
- Give you clear, timely information about why we need access
- Listen to your concerns and adapt our approach if needed
- Be respectful and explain your rights and our responsibilities.
What if access isn’t possible?
If you can’t let us in, we’ll try to understand your situation and work with you to find a solution. If we can’t gain access after several attempts, it may be a breach of your tenancy agreement and we may need to take further action.
Emergencies and forced access
In urgent situations (like a gas leak or serious safety risk), we may need to enter your home without notice. We’ll always try to minimise disruption and keep you informed.
Your responsibilities
- Please allow access when requested, so we can keep your home safe and in good repair.
- Let us know if you have any concerns or need adjustments (for example, if you have a disability or specific needs).
Who’s responsible?
- Our Housing and Property teams oversee this policy and make sure it’s followed.
- All staff are trained to work safely and respectfully in your home.
Keeping you informed
- We review this policy every three years, or sooner if needed.
- Residents are consulted as part of the review process.