Moving in to your home
The information on this page is also available in a printed booklet. Please phone our Customer Contact Centre on 020 8547 5003 and ask for a copy. Alternatively you can download a copy - see related documents below.
When you sign your tenancy agreement you are given a full set of keys for the property. You sign a key receipt form listing full details of the number and type of keys received.
The receipt is placed on your file. When your tenancy ends you need to return all the keys listed on the receipt.
If you require an additional communal door key you need written permission from your estate manager. You can then take the letter to our authorised key cutters. If you lose any of your keys you must let us know immediately. We charge you for the cost of replacing keys unless you can show us that it was not your fault.
Use the shortcut links to go to the information you need:
Lettable Standard
When you move into your home our aim is that it should meet a set of minimum standards. Some of these standards are legal requirments and some are what we consider to be the minimum standards you can expect to live in. Together these make up our lettable standard.
The lettable standard may vary depending on theage and type of property.
Gas and Electricity
We carry out a gas safety check and an electrical safety check before you move into your home.
It is your reseponsibility to arrange for the electricity and gas supply to be connected and the account to be put in your name. The previous occupant should have terminated their existing gas and electricity accounts but you should take meter readings on the day that you move in so you are not charged for any gas or electricity before you were living in the property.
Scottish and Southern Energy are currently contracted to supply gas and electricity to council properties.
If you have a pre-payment gas meter please telephone 0845 600 0055 to change the name on the account and for advice on shops that sell top-up cards.
Your Meter
If you pay for your gas and electricity directly to the company then your meter belonds to that company. If you have a problem with the meter you should contact the supplier as it is their responsibility.
If we pay for gas and/or electricity on your behalf, or you have a coin meter and you are unsure who is responsible, or you have a problem with the meter, please contact the Customer Contact Centre on 020 8547 5003.
Water Supply
A charge for your water supply and sewerage is included with your rent unless your home has a water meter. Your tenancy agreement shows details of water supply costs on page 30.
You should contact Thames Water on 0845 920 0888 to change the name on the account and to give a meter reading.
If you have a leak you should turn the water off at the stop tap (usually found under the sink but can also be in the bathroom or hall) and report the problem to the Customer Contact Centre.
Safety in your home
Preventing Fires
You can prevent fires by:
- making sure you put out candles and cigarettes
- not smoking in bed
- keeping matches and lighters away from children
- not hanging clothes over heaters to dry
- not leaving the kitchen when using a chip pan or grill
- unplugging electrical appliances when they are not in use
- using multi-point extension leads instead of double adapters
- immediately reporting any fault with wiring.
Gas Safety
We have to carry out a check of gas appliances and pipes we have fitted in your home every year. This is a legal requirement and you must allow us access to your home to carry out this check. This check is for your safety and if you don’t let us in we will take legal action and may force entry into your home. You will be charged for any costs that arise.
If you smell gas:
- Open the doors and windows to get rid of the gas.
- Check to see if the gas has been left on unlit or if a pilot light has gone out. If so, please turn the appliance off.
- If this is not the case, there is probably a gas escape. Turn the gas supply off at the meter and phone the TRANSCO Gas Emergency Service immediately on 0800 111 999.
- Don’t turn any electrical switches on or off (this includes doorbells). You can however use the telephone to call the TRANSCO Gas Emergency service on 0800 111 999.
- Don’t smoke, use matches or naked flames.
Smoke Alarms
Your home will be fitted with smoke alarms and these will have been tested before you move in. It is your responsibility to test them regularly and change the battery when necessary. If the smoke alarms are mains supplied and there is a problem you should contact the Customer Contact Centre.
Door Entry Systems
If you live in a block of flats with a door entry system you must:
- Make sure the door is shut behind you.
- Don’t let anyone in that you don’t know.
- Immediately report any faults to the Customer Contact Centre.
Contents and buildings insurance
Buildings insurance
We have buildings insurance for all our properties to cover the structure of our buildings.
In the event of accidental damage for example by a fire, a flood or hurricane we would claim on our insurance for the cost of repairing your home.
Contents insurance
We do not insure any of your contents. We strongly advise you to get home contents insurance.
If you lose any of your possessions through damage or theft you will not be able to get them replaced unless you have home contents insurance.
Arranged by Aon, a special policy has been designed for our tenants and leaseholders through Aviva (formerly Norwich Union Insurance Ltd). The minimum amount which can be insured is £9,000 (or £7,000 if you are over 60).
All your home contents are covered by the policy on a ‘new for old’ basis with the exception of linen and clothing which will be covered for its current cost less an amount for wear and tear. Policy premiums can be yearly in one payment or monthly by direct debit, online, at a payzone or bank/building society.
For more information and an application pack go to the related link 'Home contents insurance for council tenants and leaseholders'.
Alternatively home contents insurance is available from a variety of different companies. Look in your Yellow Pages or search online using a search engine like www.google.co.uk or a price comparison site.
Checklist of services/companies to tell about your new address
- Bank/building society
- Benefits Agency and Job Centre
- Broadband supplier (if you have it)
- Cable/satellite supplier
- Catalogue companies
- Council Tax and Housing Benefit
- Credit and store card companies
- Dentist
- Doctor
- DVLA
- Electricity supplier
- Gas supplier
- Hospital or any other health professional that you are registered with
- Inland Revenue
- Insurance company that you have any policies with
- Phone supplier (both landline and mobile)
- TV Licensing
- Your children's school/college
- Your employer
You can ask the post office to redirect your mail for an agreed period. There is a fee for the Redirection Service. The Home Office Identity Fraud Steering Committee recommends Redirection Service for at least a year to reduce the risk of identity fraud when you move. For more information visit your local post office or the website www.postoffice.co.uk - see related links below
If you register online with www.iammoving.com they will notify many organisations for you for free.