Our legal and safety responsibilities

We want you to feel safe in your home. As a housing association, we have important legal and regulatory duties to meet. These rules are designed to protect you and to make sure your home is safe, secure, and well maintained. 

What laws and standards do we follow?

1. Social Housing Regulation Act 

   This sets out modern consumer standards for social housing. It requires us to: 

   • Comply with the Regulator of Social Housing’s Consumer Standards, including the Health and Safety Standard, the Repairs and Maintenance Standard, and the Transparency, Influence and Accountability Standard. 

   • Investigate and rectify hazards such as damp and mould in line with statutory timeframes introduced under Awaab’s Law (due to take effect from 2025). 

   • Publish key performance information and give you clear routes to hold us to account. 

   • Designate named responsible persons for health and safety compliance. 

2. Health and Safety Standards 

   We must comply with national health and safety laws, including: 

   • Gas safety: Annual checks on boilers and gas appliances 

   • Electrical safety: Regular inspections (at least every five years) 

   • Fire safety: Fire risk assessments, working smoke alarms, and safe escape routes 

   • Asbestos management: Identifying and managing asbestos in older homes 

   • Legionella control: Keeping water systems safe from harmful bacteria 

   • Lifting Operations and Lifting Equipment Regulations (LOLER) safety. This regulation makes sure lifting equipment is safe to use. For further information, see our Lift Safety Policy.  

3. Building Safety Act

   For taller or higher-risk buildings, we have extra duties: 

   • The Principal Accountable Person must ensure ‘appropriate arrangements’ are in place and appoint competent persons to carry out building safety functions. 

   • Keeping a ‘golden thread’ of safety information. 

   • Completing safety case reports. 

4. Fire Safety (England) Regulations 2022  

   For high-rise residential buildings, landlords must comply with the Fire Safety (England) Regulations 2022, which require that we: 

   • Identification residents with mobility impairments 

   • Gather ‘Emergency Evacuation Information’ and share this with the Fire & Rescue Service (EEIS). 

5. Housing Health and Safety Rating System (HHSRS)

   Your home must not contain any Category 1 hazards (serious risks to health). We assess and manage hazards such as: 

   • Damp and mould 

   • Electrical faults 

   • Fire risks 

   • Structural defects 

   • Excess cold or poor heating 

   If a serious hazard is identified, we must take action promptly. 

6. Decent Homes Standard 

   Every home we provide must: 

   • Be free from category 1 hazards. This means no serious hazards (e.g., structural risks, fire safety concerns) 

   • Be in a reasonable state of repair 

   • Have modern kitchens, bathrooms, and adequate heating systems (where replacement cycles apply) 

   • Provide good thermal comfort through proper insulation and heating efficiency. 

Your rights as a customer 

You have important rights under housing law and regulatory standards: 

• Right to a safe home 
  Your home must meet health and safety standards. If you believe it doesn’t, you can report it to us. 

• Right to Repair
  We must carry out repairs within reasonable or legally required timeframes. Emergency repairs are prioritised. Under the Right to Repair scheme, you may be able to claim compensation if urgent, small-scale repairs (generally under £250 to £350) are not completed within specific, legally mandated deadlines. More information on the Right to Repair scheme.

• Right to information 
  You can request details about safety checks, compliance certificates, and our performance as a landlord. 

• Right to complain 
  If you’re unhappy with our service, you can use our complaints process. If you’re still not satisfied, you can escalate to the Housing Ombudsman. 

• Right to be heard 
  You can get involved in decision-making through resident panels or consultations. 

Need to report a problem or make a complaint? 

• Speak to one of our customer service agents on Live Chat 

• Contact us online 

• Call us on 0800 432 0077 

Your safety and rights are protected by law. We’re here to make sure your home meets the highest standards.