Tenants

Moving into your home

When you move in we will welcome you to your new home, and explain how we work and what services we provide.

Your tenancy starts on the Monday straight after you sign your Tenancy Agreement. From that date you are the legal tenant, which means you are responsible for the property and for paying the rent.

Before you move in you will need to arrange for gas, electricity and water to be connected. Give the utility companies as much notice as you can, ideally at least three days.

Understanding your tenancy

Southwark Council's Tenant Handbook sets out your rights and responsibilities as a tenant, along with a lot of useful information about your home. You can download it from the Southwark Council website.

If you have any questions about your tenancy, call in at the estate office in Wickway Court or get in touch.

Paying your rent

We collect rent each week on behalf of Southwark Council and pass it straight to the council. You can pay online, by Direct Debit or standing order, by phone, at a PayPoint outlet or by cheque.

How to pay your rent

Mutual exchanges

If you and another tenant on the Gloucester Grove estate would like to swap homes, you can apply to Southwark Council for a mutual exchange. You may also find it useful to register with the HomeSwapper service to advertise your home online.

An exchange will only be approved if:

• both homes are in a reasonable state of repair, with no damage
• both tenants have a clear rent account, with no arrears
• the home you are moving to is the right size for your household. You cannot move somewhere with a spare bedroom, or somewhere that would be overcrowded.

DIY and home improvements

As a tenant you must ask us before you make any alterations or improvements to your home, and you need our permission in writing before you start. You can also ask Southwark Council on 0800 952 4444.

This covers any change to the fixtures and fittings. For example, you need permission to:

• put up a satellite dish, or fix anything else to the outside of your home
• change the kitchen units
• cut down a hedge.

The Tenant Handbook explains in more detail which changes you can make.

Contents insurance

Nobody knows when something might go wrong. If your home was burgled, or your belongings were damaged by fire or flood, could you afford to replace them?

The structure of the building is our responsibility, so you do not need to insure it. Your possessions are not covered, though, and we strongly advise you to insure them. A home contents policy protects furniture, electrical items, clothing, jewellery and other personal belongings against loss or damage. Many policies even cover the food in your freezer.

Southwark Council offers a contents insurance scheme for tenants. You can find the details on the council's website or call 0845 601 7007.

Our service standards

We have set ourselves service standards, drawn up together with tenants, so you know what to expect from us. Our Board and Sub Committees help to set the standards and check that we are meeting them.

Repairs

• We will keep our appointments.
• We will offer two appointment slots a day, morning or afternoon.
• We will let you know if we are going to be late.
• We will do our best to tell you how long a repair is likely to take.
• We aim to meet our target times for emergency, urgent and routine repairs, and for getting empty homes ready to let again.

In the fourth quarter of 2019 we completed 99.1% of repairs on time, beating our target.

Rent

• We will make sure you know about all the ways to pay your rent.
• We will help you avoid arrears by keeping you up to date on your rent account.
• If you fall behind, we will support you by agreeing a realistic repayment plan.
• We will act promptly on arrears through warning letters, interviews, home visits and by monitoring repayment agreements.
• We aim to collect 98% of rent due.

Estate services

• We will carry out communal repairs promptly, look after shrubs and green areas, and keep the estate clean and tidy.
• We will work to make sure you feel safe in your home and on the estate.
• We will take steps to prevent antisocial behaviour and nuisance through positive engagement.
• We will bring the community together through social events and activities, and by working closely with our partners.

Customer service

• We will make our services accessible to everyone.
• We will keep finding new ways for you to reach us.
• We will answer calls promptly, and call you back when you leave a message.
• We will make sure our staff can deal with your query, or point you to someone who can.

If you would like to help set and check these standards, get involved.