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
See our Repairs Policy, which explains how our repairs service works
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
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.
- You can view or download or view our 'Gas Installations in Communal Access Flats' letter: Gas-Cookers-in-Communal-Access-Flats-[pdf]-49KB.
- You can also tap here for more information on a range of safety topics on our Home and Building Safety Hub.
Learn about how we use your information
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 view or download our 'How we use your information' letter: How-we-use-your-information-[pdf]-93KB
- You can also tap here for more information on how we use your information, including our full Privacy Notice.
What to do if you have a safeguarding concern
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.
- You can view or download our Safeguarding poster: 10. Safeguarding poster.pdf[pdf] 686KB
- You can also tap here for more information on how we can help safeguard you or someone else.
See our guide on being a Good Neighbour
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
This document gives you a handy guide on safely storing and charging your mobility scooter within your property.
- You can view or download our 'Mobility Scooter Safety Fire Advice' leaflet: Mobility-Scooters-Leaflet-Web-(February-2024)-[pdf]-780KB
Different ways to pay your rent
There are several ways to pay your rent to us.
See how we can help with money matters
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.
How to reduce your household bills and carbon footprint
Energy and water bills can be expensive, but there are many things you can do to keep your costs as low as possible.
- You can view or download our 'Money saving tips' leaflet: Money-saving-tips-[pdf]-219KB
- You can also tap here to explore our full range of tips and tools to help you reduce your household bills.
See our Pet Guide
Whether you’re a new tenant or have been with us a while, this guide will be useful if you’re thinking of getting a pet, already have pets, or are experiencing issues with a neighbour’s pet(s).
Learn more about the B&Q Decorating Allowance
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.
- You can view or download the 'Decorating card' leaflet: B&Q Decoration Allowance Scheme Leaflet [pdf] 297KB
See our Home Safety Guides
There are two versions of our Home Safety Guide: one for tenants living in flats, and another for tenants living in houses.
Our rules on smoking in and around your property
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.
- If you'd like to download an A4 copy of this notice for your reference/to print, please tap here: BH-Our-smoking-notice-February-2024-[pdf]-727KB.
See our Fire Door advice
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.
Important information regarding your water supply
Our Water Supply poster explains important information about water safety in your home.
- You can view or download our Water Supply poster: Water-Supply-Poster-[pdf]-763KB
- You can also tap here for more information on a range of safety topics, including water safety, on our Home and Building Safety Hub.
Important information regarding asbestos
Our Asbestos poster explains what asbestos is and our safety commitments.
- You can view or download our Asbestos poster: Asbestos-Poster-[pdf]-765KB
- You can also tap here for more information on a range of safety topics on our Home and Building Safety Hub.
See our Caretaking Service Standards
This poster explains our Caretaking Service Standards and commitments.
- You can view or download our Caretaking Service Standards poster: Caretaking-Service-Standards-[pdf]-269KB
See our Fire Action poster
Our Fire Action poster explains what to do in the event of a fire.
- You can view or download our Fire Action poster: Fire-Action-Poster-[pdf]-776KB
- You can also tap here for more information on a range of safety topics on our Home and Building Safety Hub.
How to prevent and deal with damp, condensation, and mould
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.
More information on managing moisture at home
This guide explains how to manage moisture at home.
It is written primarily for tenants living in new build homes, but some of the information is relevant to all properties.
- You can view or download the UK Centre for Moisture in Buildings' 'Moisture in New Homes' leaflet: New-Build-NHBC-Guide-Moisture-in-New-Homes-[pdf]-2MB
- You can also tap here for more information on how we can help you to deal with damp, condensation, and mould.
How to avoid harmful blockages and damage when you use your toilet or sink
This leaflet from United Utilities explains how to avoid harmful blockages and damage when you use your toilet or sink.
- You can view or download United Utilities' 'What not to flush' leaflet: What not to flush leaflet [pdf] 3MB
- You can also tap here for more 'Stop the Block' information on the United Utilities website.
Helpful tips for looking after the freshly-laid lawn of your new build home
In this document, you'll find helpful tips for looking after the freshly-laid lawn of your new build home.
- You can view or download the 'Basic Lawn Care' document: Basic Lawn Care (new build) [pdf] 78KB
You have the right to have your voice heard by your landlord
Ways to be involved and tell us what you think:
We want to give you more opportunities to share your views to help us improve our services.
You can tap here for a full list of ways you can be involved and shape our decision making.