Customer information
We are dedicated to providing you with a professional and timely service.
We want you to enjoy living in your property and feel safe in your local area. Please find below information and support for all your tenancy needs.
Rent must be paid in advance in accordance with your tenancy agreement or lease. This means your rent account must not be in arrears between payments regardless of how you pay e.g. weekly, fortnightly or monthly payments.
This still applies if you are in receipt of housing related benefits such as Housing Benefit or Universal Credit. Please find out more information on Universal Credit and Benefits advice.
It’s important that you keep up-to-date with your payments. If you’re having problems paying your rent please contact us, we are here to help you find a solution.
Please find below details about the different tenancies types plus general information about your rights and responsibilities and details about our services
What type of tenancy do I have?
Tenancy Fraud
Subletting
Ending a tenancy if you are moving out
Ending a tenancy when someone dies
If you wish to carry out improvements, alterations or additions to your home we need to be informed first to ensure it adheres to your tenancy agreement.
You must obtain our written permission before starting any work.
Complete an online request form here
Our home improvement plan -
Ensuring that our properties are in good order is one of our long term objectives and is a key part of our ongoing 30 year major works improvement plan.
This makes sure all our customers have a home to live in which meets what is known as the Decent Homes Standard:
The improvement plan includes:
- Kitchen improvement
- Bathroom improvement
- Painting and decorating
- Heating
- Windows and door replacements
- Solar Panels
- Roof replacement
- Aids and adaptations
- Making my own improvements
We will always let you know in advance if we plan to undertake any major maintenance work to your home and will offer you as much choice as possible. These works will be completed anytime from 1 April to 31 March.
If you have an enquiry regarding any of the improvement programmes please contact us.
Or you can sign up for a 'My GUHG' account, which will list any programmes up and coming on your property in the next year, along with showing you your rent details, repair history and allow you to make rent payments.
We require our customers to complete a request form to obtain permission to keep a domestic pet.
We know pets bring companionship and enjoyment to a lot of customers. That is why we’ve recently reviewed our pet procedure. We will consider domestic, and some exotic, animals to be kept as pets in homes that we own or manage, except where homes have existing agreements where pet ownership is not allowed.
When considering permission, we will look at:
- size and type of property
- number and type of pets.
Permission will not normally be refused for those requiring an assistance dog; further guidance on such requests can be found here.
Pet request form
We require our customers to complete a request form to obtain permission to run a business from home.
Running a business from home is becoming more and more popular and can be a great way to provide an income. It’s usually ok for you to run your own business from home, although you must have our permission in writing to do this first.
Request to run a business from home form
We require our customers to complete a request form to obtain permission to install CCTV or a video doorbell.
Please ensure you have read the ICO guidelines before completing the request.
Request to install CCTV or video doorbell form
Do you need to move from your current property?
If you or one of your family lives in one of our Supported Housing properties, this section introduces you to the team of people who offer support and help.
Find out more.
This section will explain the unique services we can offer you and the team who are there to help.
Find out more.
Find out if you are eligible to purchase your home, through either the Right to Buy or Right to Acquire schemes.
Are you eligible to apply?
Many social housing tenants find it difficult to access financial services such as affordable loans, open a bank account, get a credit card or apply for a mortgage.
Often this is because not enough information is held on their credit file. A credit file or score is a personal history of the credit an individual has had. Different organisations use this information to decide whether to give someone access to their services.
We strongly advises that you take out home contents insurance cover against damage whether through accident, fire, theft, vandalism, burst pipes or other household risks.
Collecting your bins is the responsibility of your local council. If you're having any issues with this collection or have any questions, please contact them.
If you're not sure who to contact, you can find out using the gov.uk postcode search tool.
What is a condition survey?
A condition survey is a visual inspection of the fixtures and fittings, such as kitchens, bathrooms, roofs, windows, doors etc.
Who are the surveyors carrying out the surveys?
We have appointed a specialist company called Ridge to carry out these surveys.
Do I need to let the surveyor in?
Yes. As your landlord we need to access your home from time to time so that we can make sure it’s safe. It will also help us plan for future investment in your home. Ridge staff are trained to minimise any disruption to you.
Do I need to call anyone now, or to make an appointment?
No, Ridge will call at your home. If you’re not in, they’ll leave a card with contact details.
Will I know when the surveyor’s calling?
The surveyors will be carrying out many surveys in your area and will normally visit within two months of the notification letter. Advance appointments are not available and there’s no need to contact us in advance of the surveyor’s first visit.
What happens if I’m not home when the surveyor calls?
Our surveyors will knock to see if you’re at home. If you’re out, they’ll leave a card with their contact details inviting you to make a follow-up appointment. They will visit again anyway on up to two further occasions.
Where will the surveyor need access to?
The surveyor will need access to all rooms – downstairs and upstairs, cellars, roof spaces, gardens and external boundaries. They’re looking at the condition of the property, not at how clean or tidy it is.
How long will the survey take?
The length of inspection will vary, depending on the size of your property and the complexity of the survey form. In most cases the survey will take less than half an hour.
Will you take photographs?
We need to take some photos. These will be of things such as bathroom, kitchen, boiler, etc and any hazards that may need urgent attention.
Does this mean I will be getting maintenance and improvement works straight away?
Not necessarily. The surveyor will be collecting information about the remaining life of various components such as kitchens, bathrooms, windows, boilers, etc. Once all of the surveys are complete, the information will be used to help us to plan for future maintenance and improvement programmes.
Can I report repairs and housing management issues to the surveyor?
No. The surveyors are collecting the information they need for planned maintenance. They don’t need to know about minor repairs (such as leaking taps) and they can’t help with housing management questions. These should be notified to Grand Union in the usual way.
Quick Links
- Your tenancy
- Home improvement - Decent Homes Standard
- Guidance to having pets in your home
- Moving home
- Customer information for Supported Housing
- Customer Information for the wellbeing and safeguarding service
- Buying your home
- The Rental Exchange
- Home contents insurance
- Running a business from your home
- Request to install CCTV or video doorbell
- Homes for Ukraine