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.

Alongside the general resources below, we’ve included a couple of extra guides that will be useful if you've recently moved into a new build property:

  • The ‘Moisture in New Homes’ document, which you’ll find under the ‘How to prevent and deal with damp, condensation, and mould’ tab below. This guide explains how to manage the extra moisture that can be present in new builds as construction materials dry out.
  • The ‘Basic Lawn Care (new build)’ document, which you’ll find under the ‘Helpful tips and ideas for looking after your outdoor area or garden’ tab below. It offers practical advice for caring for a newly laid lawn to help it grow strong and healthy.

These are just part of our wider set of resources designed to support you as you settle into your home.

Interested in how we're performing, or want to help shape what we do? 

For more information on how we're performing, you can tap here to see our latest performance figures (including our tenant satisfaction figures, known as Tenant Satisfaction Measures).

You can also tap here to read our latest annual report for customers, which highlights our priorities and targets as an organisation, and how we performed against them.

Want to help shape our services? Tap here to find out how you can get involved and help us make things better for everyone.

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

It's important to take out home contents insurance to protect your belongings

As your landlord, we insure the structure and fittings of your home and you are responsible for insuring all your contents and personal belongings.

It's important to take out contents insurance to cover your personal belongings against flood, fire, theft and accidental damage. If something happens to destroy or damage your belongings, it can cost a lot of money to replace these items, some of which may be essential.

We strongly recommend all of our tenants to take out home contents insurance and you'll need to make your own arrangements to do this. Your policy should cover damage caused by fire, flooding, storms and theft. 

Contents insurance can help provide peace of mind should the worst happen. You can find insurance providers on comparison websites*. These include:

*These sites are for information only and Bolton at Home don’t warrant, endorse, or assume any liability for the information provided by them.

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.

About our annual gas safety checks

As your landlord, we must carry out an important gas safety check in your home each year. Here are some answers to frequently asked questions about our annual gas safety checks:

What can I expect from you (Bolton at Home)?

You'll get a letter containing details of your gas safety appointment. If you aren't going to be in and you'd like to rearrange your appointment, please contact us using the number on your letter.

Do you offer out of hours appointments?

Yes. We also work Saturdays, 8am to 8:30pm, and weekday evenings from 4pm to 8:30pm.

What happens on the day of the appointment?

One of our gas operatives will attend wearing their ID badge. We check gas appliances and gas installations, smoke alarms, Carbon Monoxide alarms, heat alarms (where applicable), and we'll change any batteries as required.

Please note that we'll only carry out visual inspections on your own gas appliances (e.g. gas cookers). We will not work on your appliances.

How long does it take to do all the checks?

The appointment will be between 30 minutes to one hour. This depends on how many gas appliances are in the property.

Will I get a certificate?

You'll be handed an electronic device to sign your name, then we'll supply you with a new updated certificate to show that you are now gas safe.

You can expect your certificate to arrive in the post within 28 days.

Is the gas safety check free of charge?

Yes, this is a free service - but it must be carried out in your home each year.

Why do you have to carry out gas safety checks?

All landlords are legally required to carry out annual gas safety checks on gas installations — this includes all landlord-owned gas appliances.

What happens if I miss my appointment?

We understand that sometimes appointments are missed. If you've missed yours, please contact us to request another appointment using the number on your letter.

As this is a legal requirement, if we can't gain access — and after we've exhausted all reasonable steps — we may have to apply for a warrant to ask the courts to help us gain access. Once granted, this means we can access the property to ensure the gas installation is made safe and often results in changing your locks.

To prevent any court or bailiff actions, it's really important that you contact us to make another appointment.

What happens if a bailiff comes to my property?

Once granted, this means we can access the property to ensure the gas installation is made safe. It'll often result in locks needing to be changed.

If you're present, we will carry out the annual gas safety check.

If you aren't present, we will make the installation safe by isolating the gas supply.

If we need to apply for a warrant via the courts, it's possible that the cost of fees will be passed on to you as our customer. These could be court fees or our own fees, including bailiff costs.

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.

How we use your information (including Continuous Recording of Social Housing Lettings and Sales, or CORE)

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COntinous REcording of Social Housing lettings and Sales (CORE): Privacy Notice for tenants/buyers of new social housing tenancies/sales.

Information for tenants of new social housing lettings or sales:

How are we using your information?

If your household has entered a new social housing tenancy, social housing providers will share your personal information with the Ministry of Housing, Communities & Local Government (MHCLG) for research and statistical purposes.

How is this information provided?

The information is provided via CORE (COntinuous REcording), a website funded and managed by MHCLG. It collects information on the tenants/buyers, tenancy/sale and dwelling itself. Some of this information is personal and sensitive so MHCLG is responsible for ensuring that all data is processed in line with Data Protection legislation.

Why are we sharing this information?

Information collected via CORE is shared with other Government Departments and Agencies. Data is shared with the Greater London Authority and the Homes and Communities Agency. CORE data providers can also access data for their organisations via the CORE system. Data is only shared for research and statistical purposes.

How does this affect you?

It will not affect your benefits, services or treatments that you get. The information shared is anonymous and handled with care in accordance with the law. We are collecting and sharing your information to help us understand better the social housing market and inform social housing policy.

If you want to know more about CORE data:

CORE Data is collected on behalf of the Ministry of Housing, Communities and Local Government (MHCLG) for research and statistical purposes only. Data providers do not require the consent of tenants to provide the information but tenants have the right to know how and for what purpose your data is being collected, held and used. The processing must have a lawful basis which, in this case, is that the processing is necessary for the performance of a task carried out in the public interest to meet a function of the Crown, a Minister of the Crown or a government department.

You have the right to object and you have the right to obtain confirmation that your data is being processed, and to access your personal data. You also have the right to have any incorrect personal data corrected.

The information collected via CORE relates to your tenancy, the dwelling you are living in or buying, and your household. Some of the information may have been provided by you as a tenant when signing the new tenancy or buying your property; other information has been gathered from the housing management systems of social housing providers. Data collected will be held for as long as necessary for research and statistical purposes. When no longer needed, data will be destroyed in a safe manner.

We are aware that some of the data collected is particularly sensitive: ethnic group; previous tenure in hospital or prison/approved probation hostel support; if household left last settled home because discharged from prison/ long stay hospital/ other institution; or if source of referral is probation/ prison, youth offending team, community mental health team or health service. Please rest assured that all the information collected via CORE is treated in accordance with Data Protection requirements and guidelines.

Data is published by MHCLG in aggregate form on an annual basis as part of a report and complementary tables. To access the annual publications on lettings please visit https://www.gov.uk/government/collections/rents-lettings-and-tenancies; To see the publications on sales please visit https://www.gov.uk/government/collections/social-housing-sales-including-right-to-buy-and-transfers.

CORE data is shared with other public sector bodies for research and statistical purposes only. For example, data is shared with Homes and Communities Agency and the Greater London Authority to allow them to exercise their role in providing adequate social housing. The detail level data is anonymised and protected to minimise the risk of identification and deposited with the UK Data Archive for research purposes.

If you are unhappy with any aspect of this privacy notice, or how your personal information is being processed, please contact Department Data Protection Officer at: dataprotection@communities.gsi.gov.uk and if you are still not happy, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO): https://ico.org.uk/concerns/.

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We are committed to meeting the highest standards when collecting, using, sharing and disposing of your personal information in accordance with the law.

You can learn more about how Bolton at Home uses your information below:

What to do if you have a safeguarding concern

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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

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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

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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.

Looking after your outdoor area or garden

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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.

Please note: 

If you're moving into a property with its own garden and this area hasn't already been strimmed (whilst the property was empty), we will strim this area shortly after you've moved in.

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.

What to do if you have a shared garden/communal space

'Cottage gardens' are where two flats share the same gardens at the front and rear.

The properties can sometimes be mistaken for semi-detached houses. Throughout the tenancy, both you and your neighbour have joint responsibility for, and access to, all areas of the shared garden.

As both tenants have a right to use the space, they also have a responsibility to maintain the land they share.

You and your household must look after your garden (including hedges) and keep it tidy and free from rubbish. If you do not keep it in good condition, we may take legal action and charge you for any maintenance or clearance work carried out.