Keeping your home safe

Keeping your home safe

We believe everyone deserves to live in a home that is safe. That’s why we focus on keeping your home environment and building structure in safe condition, through regular checks, fast repairs, and clear standards.

Need help now?

If you're concerned about the safety or condition of your home (such as mould, broken heating, unsafe electrics, or faulty fire doors) please call us on 0300 111 0000.

  • If there’s an immediate danger, we’ll aim to make it safe within 24 hours.
  • If we’re unable to make your home safe enough to live in during repairs, we’ll talk you through next steps — including the possibility of a temporary move while the work is carried out.
  • If you live in a high-rise apartment building and can’t safely use stairs in an emergency, we’ll support you to apply for rehousing with priority.

What we promise in your home

  • Safety

We inspect your home fully at least once every 5 years for Category 1 hazards, as defined by the Housing Health and Safety Rating System (HHSRS). We also visit you for a health & safety (gas safety) check each year.

If we find something that could seriously impact your health or safety, we take action.

If we can't fix it without major disruption or cost, we’ll be open with you about the options and next steps.

  •  Good repairs

Your home should not have key components (like your roof, heating system, windows, plumbing or electrics) that are old and failing. If they need fixing, we’ll get it sorted.

  •  Modern comfort

A "decent" home should have at least four of the following:

  • A modern kitchen (20 years old or less)
  • A usable kitchen layout
  • A modern bathroom (30 years old or less)
  • A toilet and bathroom in the right place
  • Good soundproofing from outside noise
  • Clean, well-laid-out shared areas (for flats)

If your home is missing one or two of these, it is still classed as decent.

If you do not want home improvements carried out in your home, and there’s no safety issue to others or the property, we’ll respect your wishes.

Read the full Decent Homes Standard here.

  •  Warm & efficient

You want your home to be a reasonable temperature throughout year. We make sure you’ve got proper insulation and an effective heating system.

  • Fire safety

If you live in an apartment:

  • We’ll arrange a qualified professional to carry out fire risk assessments.
  • You can view the results on our website. This includes all fire risk assessments carried out by qualified professionals on your building.
  • We’ll take care of any actions required and keep track of them.
  • If your building is taller than 18 metres, we’ll give you a fire safety leaflet with tips, building features, named contacts and emergency instructions.

Frequently Asked Questions

What is a “hazard”?

We use the Housing Health & Safety Rating System (HHSRS) to look for 29 hazards that could affect your health and safety - from damp and cold, to fire risk and faulty electrics.

What if I spot a hazard?

If you spot a hazard, you can report this to us anytime on 0300 111 0000.  We respond to emergencies within 24 hours.

How do I know if my home has a Category 1 hazard?

We inspect your home every 5 years, but if something seems unsafe (like mould, broken stairs or faulty wiring) get in touch and we’ll assess it. You can use our Home Health Checklist to identify any potential issues.

What if I live in a flat and can’t use the stairs?

If you live in a high-rise apartment building and can’t safely use stairs in an emergency, we’ll support you to apply for rehousing with priority.

Can I say no to home improvements?

Yes. If it’s not a safety issue for others or the property, it’s your choice. We’ll wait until your tenancy ends or you change your mind.

Who decides if my home is “decent”?

We use the government’s Decent Homes Standard and the Housing Health and Safety Rating System (HHSRS) to assess safety.

What if I don’t agree with your decision?

You can complain to us and we will review the decision. If you still feel our assessment doesn’t reflect the real safety conditions in your home, you can ask your local council to review our decision under the Housing Health and Safety Rating System (HHSRS). You can also escalate your complaint to the Housing Ombudsman.

 

Not sure where to start?

If something in your home, like heating, structure, damp, or fire safety, doesn’t feel right, please let us know. We’re here to help keep your home safe to live in.

Call us: 0300 111 0000

What to do next

Want to check your home yourself? Try our Home Health Checklist.

  • If you ticked Y to all boxes, your home is likely safe and up to standard.
  • If you ticked any N, don’t wait. Call 0300 111 0000 to report it. We’ll help you figure out the next steps.