Your home

Handbooks, guides & policies

Browse our range of handbooks, guides and leaflets. They offer advice and information on a variety of subjects, from looking after your home to getting involved with your community. You can also find details of our key policies.

Our service standards – our promise to you

We understand how important it is for customers to know what they can and can’t expect from us. Our service standards set out clearly our promises to you, as well as your responsibilities as a tenant.

The service standards were put together after consulting directly with tenants and our Gateway Membership Team.

You can read and download our service standards here.

Consulting on our new service standards

We are currently working to update our service standards, which will be launched alongside our new 2025-2030 Business Plan in April 2025. We will be consulting customers during 2024, including at our Big Door Knock in June, to make sure that our plans and our service standards reflect the things that matter most to residents.

Our new service standards will ensure that we meet the government’s latest consumer regulations, as well as supporting more vulnerable customers and addressing the issues that you tell us about during our consultation. 

For example, we know from the Tenant Satisfaction Measures surveys carried out in 2023/24 that you would like to see further improvements in how we handle complaints and in our repairs process – including dealing with repairs in communal areas more quickly and better communication around repairs. 

The new service standards will be agreed with our Gateway Membership Team before they are introduced in April 2025. We will let customers know more through our usual communications channels, including our Voice newsletter.

If you have any questions or comments about our service standards, please call us on 0800 218 2247 or email us at

Handbooks & guides

Browse our selection of handbooks, guides and leaflets below.

Your feedback

Dealing with damp

Your privacy

Involvement menu

Our digital tenancy services

Helping you with your finances

Finding a home that is right for you

What to expect from your new home

Leasehold & Shared Ownership Handbook

Water hygiene in your home

Useful forms

Permission to discuss tenancy formunder certain circumstances, you might wish to give us permission to discuss your tenancy with someone else. You can use this form to let us know who else we can talk to about your tenancy, and what we can discuss with them.