My tenancy

Our neighbourhood services


We’re committed to delivering great services to our customers and offer a range of services across our neighbourhoods.


Take a look at our estate and neighbourhood management policy guidance that sets out how we’ll maintain our communal areas.


You can also read and download our neighbourhood and estate standards booklet. This document provides a guide to how each element of the
estate inspections should be rated using a red, amber, and green system.


Watch our video to find out more about the services you can expect from us.


Tenancy management checks

We’ll soon be carrying out a programme of annual tenancy management checks. These visits will:

  • help us to get to know you better
  • ensure that the information we have about your property is accurate and up to date
  • offer you support and advice you may need to manage your tenancy
  • support you with any other issues you may be experiencing at home

When we’ll visit:

  • we’re starting these visits at the end of February 2024 and will tell you when your appointment is closer to the date

What to expect:

  • we’ll do a walk around your property with you so that we can discuss any issues you may have
  • we’ll give you information on how to use our digital portal, My Account, so that you can easily report repairs, raise queries and pay your rent
  • we’ll talk to you about opportunities to work with us so that you can help shape our services to meet your needs


Managing your tenancy

If your circumstances change then it’s always best to contact us as soon as possible.


You need to tell us if:

  • Your name changes
  • You want to take someone off or add someone on to your tenancy
  • You want to end your tenancy
  • You want to apply to take over a tenancy because someone has died.


You can read our Tenancy and Licence Management Policy here.

Check out common questions about tenancies.

Asking us about changes

Your tenancy agreement sets out what you can expect from us and what we expect from you.


You’re free to redecorate your home but there are certain things you will need to ask us about.


This includes:

  • Having a pet
  • Installing a satellite dish
  • Making more significant improvements to your home
  • Taking in lodgers or subletting part of your home
  • Removing trees, shrubs, bushes, or garden walls
  • Displaying signs, advertisements or flags
  • Fitting laminate or wooden flooring
  • Cultivating, fencing off or restricting access to any parts of common areas
  • Building or placing any building or other structure in common areas
  • Storing personal items (including washing lines or laundry) on balconies
  • Planting any tree or shrub which may grow more than two metres high.

If you’re not sure if you should ask about a change you want to make it’s always better to check.

Can I buy my home?

There are four different schemes through which you might be entitled to buy your home. However, there are different eligibility criteria for each and many tenants won’t be able to buy their home.


Preserved Right to Buy – if you were a council tenant who transferred to a housing association that is now Citizen (for example, from Whitefriars), then you may be eligible to buy your home through this scheme.


Right to Buy – a very limited number of secure tenancies contain a clause entitling Right To Buy but you may be eligible to buy your home through this scheme.


Right to Acquire – if you are an “assured tenant” with a home that was built with a social housing grant (government funding), or your home was previously owned by a council and transferred to Citizen then you may be eligible to buy your home through this scheme.


Right to Shared Ownership – if you are an “assured tenant” in a home completed in 2024 with a social housing grant (government funding), you may be eligible to become a shared owner.

Shared ownership is a government-funded scheme to help first-time buyers. Depending on the home, it allows you to buy between 10% and 75% of a home using a mortgage and pay rent on the remaining share. You can choose to buy further shares in the property later when you can afford it, and in most cases you can later buy the home outright. Take a look at our shared ownership page to find out more.


If you are buying a flat or apartment then this will be leasehold. Being a leaseholder has different rights, responsibilities and costs compared to being a tenant and it’s important you consider these differences before applying to buy your home.


You can take a look at our leaseholder handbook, which will provide you with detailed information about being a leaseholder main items you should consider.


For more information visit our leaseholder pages. You can have a look at some useful links and support available for more information too.


Alternatively, you can contact our team directly by emailing or call us 0300 790 6555. Please include your full name and address when emailing.






Granting us access

There are times during your tenancy when we will need access to your home to complete important safety checks.


This includes servicing your gas and electrical appliances.


It is our legal duty to complete these checks and you are legally required to grant us access to your home so that we can do them. Find out more about these checks on our Keeping you Safe page.

If you repeatedly do not allow us access to your home to complete the tests we will apply for a court injunction to grant us access to be able to complete the check.

Ending your tenancy

If you want to end your tenancy you need to give us notice in writing.


This is normally 28 days but check your tenancy agreement to make sure what your notice period is.


The easiest way to let us know you would like to end your tenancy is by completing our template notice letter and returning it to us. We’ll need a signed copy so you can either add a digital signature or send us a picture or scan of your completed form.


Download our Notice to Terminate Tenancy form

Check your tenancy agreement for your notice period.

Common questions

Customer services