Check out these handy resources if you're a new tenant

We've gathered together these resources which should come in handy if you're a new tenant.

We've included links to further information on our website where possible. Tap on the tabs below for more information on each topic.

See our Lettable Standard, which explains the condition you should expect your home to be in when you move in

Our Lettable Standard describes the condition you can expect your home to be in when you move in:

You can see our Lettable Standard below, or download a PDF copy of it by tapping here: Lettable-Standard-March-2024-[pdf]-193KB

Lettable standard document

Your rights and responsibilities: see the government checklist for renting in England

This guide on the gov.uk website helps tenants and landlords understand their rights and responsibilities:

It provides a checklist and more detailed information on each stage of the process:

Just in case you haven't seen it already, our website also includes a dedicated page that explains your rights as a social housing tenant:

We've created this webpage to help you to understand your rights as a social housing tenant, and to spell-out the ways we and other organisations can help you to exercise these rights.

This includes the various ways you can hold us to account if you think we've fallen short of expectations - such as making a complaint or approaching the Housing Ombudsman.

See our Repairs Policy, which explains how our repairs service works

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Our Repairs Policy contains answers many common questions relating to our repairs service, like:

  • Which repairs are our responsibility and which are the tenant's responsibility.
  • How we prioritise repairs.
  • What happens if there are special reasons we should prioritise a repair.
  • Which repairs might be dealt with by our planned programme.
  • Our response times for different types of repairs.
  • Our out of hours service.
  • Rechargeable repairs.
  • + more.

You can tap here to view or download our latest Repairs Policy.

Important information regarding gas installations in communal access flats

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CORGI (the national watchdog for gas safety in the UK) have informed contractors, landlords, and the general public that The Institute of Gas Engineers and Managers (IGEM) have issued advice regarding gas installations in communal access flats.

All new flueless appliances should incorporate flame supervision protection on all burners. The short letter below contains more information.

What to do if you have a safeguarding concern

An icon depicting two hands placed together to create a love heart silhouette.

Safeguarding means protecting someone’s right to live in a safe environment, free from abuse, harm, and neglect.

We're committed to working with others to ensure that people who live in our homes (and/or receive services provided by us) are able to live free from harm.

We also recognise that safeguarding is everyone’s responsibility and that we can all play a part in preventing, being alert to, and responding appropriately to safeguarding concerns by reporting them.

Please tell us if you're concerned for yourself or someone else.

See our guide on being a Good Neighbour

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You can download our on being a good neighbour.

We want to make sure you’re comfortable in your home and enjoy being a part of your community. Living side by side with neighbours can sometimes result in challenges or disagreements - so, understanding each other’s differences is key to living peacefully in your home.

Designed in collaboration with customers, our Good Neighbour Guide contains our top tips and pieces of advice for building good relationships with your neighbours. 

Own a Mobility Scooter? Please read our Mobility Scooter Fire Safety guide

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This document gives you a handy guide on safely storing and charging your mobility scooter within your property.​​​​​

See how we can help with money matters

Decorative header image reading 'Got money worries? Our Money Advice Team's got your back. Just ask.'

We can help with a range of money matters. Whether you're worried about your finances — including paying rent and other bills — or simply seeking helpful tips and advice, we're here to support you.

We're here to help if you ever need support with money and debt matters. Our website is full of helpful tips and guidance to get you started.

You can also speak with our Money Advice Team for free, confidential advice on a full range of money matters.

Learn more about the B&Q Decorating Allowance

Thumbnail image for our B&Q Decorating Allowance leaflet.

We work in partnership with B&Q to provide our customers with access to high quality decorating supplies through their chain of stores.

This leaflet explains more.

Our rules on smoking in and around your property

No smoking symbol

Smoking by anyone, including visitors, is strictly prohibited in all enclosed (or substantially enclosed) communal areas owned by Bolton at Home.

Smoking immediately inside or outside any property entrances is also prohibited.

It’s been illegal for anyone to smoke in an enclosed public place (and within the workplace) since July 2007. Smoke also shouldn’t be allowed to enter into any nearby buildings through open windows or doors.

You and anyone visiting may smoke in your home – and you may also smoke in any garage, shed, outhouse, or other structure that is for your sole use – as long as it’s safe for you to do so.

The law also requires us (Bolton at Home) to protect our staff – and anyone acting on our behalf – from the risks of second-hand smoke whilst at work. This means that we can refuse to attend appointments (e.g. to complete a repair) in your home if you smoke during our visit or if cigarette smoke is still present in your home.

We want to make sure we’re able to deliver the services you’ve requested (like repairs) when we visit – so please create a smoke-free environment by not smoking for an hour before our colleagues and/or contractors are due to arrive at your property, and by ensuring that rooms are suitably aired.

Thanks for your understanding.

See our Fire Door advice

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Fire Doors are designed to keep you and other tenants safe.

Fire Doors close behind you to create a barrier from fire and toxic smoke, preventing them from travelling around a building. This helps to contain the fire within an area, allowing for clear evacuation and safe access for the emergency services. They’re specifically designed to withstand fire for up to 30 minutes.

In a block of flats, you’ll find fire and smoke doors on the stairwells, corridors, and on the front doors of flats. You’ll also see them protecting areas where there’s a risk of fire, such as bin storage rooms or mains electricity service cupboards.

If your front door leads into a communal area in your building, it has to be a Fire Door. Sometimes you’ll find them inside flats, too, but this depends on an individual flat’s specific design and layout.

See our Caretaking Service Standards

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This poster explains our Caretaking Service Standards and commitments.

How to prevent and deal with damp, condensation, and mould

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Dealing with damp, condensation and mould – our commitment to you:

We're committed to providing safe and healthy living conditions for our tenants.

Damp, condensation, and mould can affect quality of life and could cause serious health problems — which is why it's important to know some of the common causes/signs of issues and how to resolve them.

There are many things you (as our tenant) and we (as your landlord) can do to tackle issues related to damp, condensation, and mould.

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This guide also explains how to manage moisture at home, specifically in new properties.

It is written primarily for tenants living in new build homes, but some of the information is relevant to all properties.

Helpful tips and ideas for looking after your outdoor area or garden

The RHS (Royal Horticultural Society) logo

The RHS (which stands for Royal Horticultural Society, a UK-based gardening charity) website has lots of helpful tips, ideas, and resources for your garden or outdoor space.

Thumbnail image for our 'Basic Lawn Care' document.

In this document, you'll find basic lawn care tips if you live in a new build property.