Choose a topic

  1. Changes to your Rent from April 2024
  2. Find a Home
  3. Repairing & Maintaining your Home
  4. Pay your Rent
  5. Moving Home
  6. Buying your Home
  7. Your Service Charge
  8. Homeowner Responsibilities
  9. Shared Ownership BE WEST
  10. Extending your Lease
  11. Staircasing
  12. Selling your Home
  13. Building Insurance Information
  14. Major Works & Section 20
  15. Estate Plans
  16. Customer Charter
  17. Customer Handbook
    1. Your Customer Handbook
      1. Welcome
      2. Customer Handbook Downloadable PDF
      3. Our Customer Charter
    2. Repairs
      1. How do I report a repair
      2. How do I report a defect in my new home?
      3. Appointments
      4. Tenants repair responsibilities
      5. Landlord repair responsibilities
      6. How quickly will you deal with my repair?
      7. How do I report a communal repair?
      8. Which repairs are recharged to me?
      9. Who is responsible for the cyclical maintenance programme?
      10. How do I report an aid or adaptation to my home?
      11. What to expect from our repairs service?
      12. Delays in carrying out your repairs
      13. What compensation you can expect for service failure
      14. Monitoring our repairs service
    3. Contact us
      1. Contact us on Social Media
      2. Contact us by phone
      3. Contact us online
      4. Emergency repairs
      5. Contact us by post
      6. Visiting our office
    4. Confidentiality and data protection
      1. Confidentiality and how your data is used
    5. Leaseholder hub
      1. Repairs hub
      2. Customer Portal – your online rent account
      3. How do I pay rent or service charges?
      4. Service Charges explained
      5. Your lease explained
      6. Your mortgage explained
      7. Property Maintenance and Alterations
      8. Major works and section 20 consultations
      9. All things insurance
      10. Safety in your home
      11. How can I move on?
      12. How can I own more of my property?
    6. Paying your rent
      1. When do I pay my rent?
      2. How do I pay my rent or service charges?
      3. I need help with rent arrears
      4. What do I need to know about claiming benefits?
      5. What to do if you get a Rent Arrears Letter
    7. Your tenancy
      1. What is a Starter tenancy?
      2. What happens after the Starter Period?
      3. What is a Fixed Term tenancy?
      4. What being a tenant means
      5. Breaking a condition of your tenancy
      6. Moving into your new home
      7. Standards for your new home
      8. Ending my tenancy
      9. Notifying you of changes to my household
      10. Moving out
      11. Can I keep a pet?
      12. What should I do if a tenant dies
    8. Property maintenance
      1. When do we replace kitchens and bathrooms?
      2. What is a stock condition survey?
      3. Can I make improvements or alterations to my property?
      4. What can I do about condensation and damp?
    9. Pest Control
      1. What do I do about pest control?
    10. Cleaning, Gardening and Communal Services
      1. What communal services are provided?
      2. My garden is shared, what are my responsibilities?
      3. I have my own garden – what are my responsibilities?
      4. Who collects waste and recycling?
      5. What do I do about bulky rubbish?
    11. Areas outside of your home
      1. What happens with abandoned vehicles?
      2. When can I expect an estate inspection?
      3. What do I do about parking?
      4. If I am a leaseholder, what do I do about parking?
    12. Safety in your home
      1. What do I do about contents insurance?
      2. What should I do if there is a fire?
      3. How do we keep your electrical installations safe?
      4. What do I do if I have a gas problem?
      5. How is asbestos managed?
      6. How to avoid Legionella?
    13. Domestic violence and abuse
      1. How do I report abuse?
      2. Where can I find help and support?
    14. Antisocial behaviour and hate crime
      1. What is anti-social behaviour?
      2. What is hate crime?
      3. How do we manage this?
      4. How do I report abuse?
      5. I've got problems with my neighbours what do I do?
    15. Get involved
      1. Get involved in what we do
      2. How can I get involved?
      3. As a homeowner how can I get involved?
    16. Moving on
      1. Relationship breakdown
      2. Mutual Exchange
      3. Buying your own home
  18. Money Management
  19. Building Safety
  20. Damp and Mould
  21. Home Contents Insurance
  22. Resident Voice
  23. Feedback and Complaints
  24. Anti-Social Behaviour & Hate Crime
  25. Tenant Satisfaction Measures
  26. Current Vacancies

Welcome

Welcome to your Customer Handbook. Here you'll find all the information relating to your tenancy.

If there are any questions about your tenancy which are not covered in this guide or on our website, please call us on 020 8996 4200 and our customer service officers will either help you or transfer you to the right person if you need more specialist advice.

From time to time, our services may change. This could be because we are improving the way we do things or because of legal changes which we must comply with. It’s always a good idea to regularly check our website for the latest information about our services.

 

Instructions for using the handbook

  1. First choose a topic from the menu on the left.
  2. Now choose a category from the menu on the left.
  3. Then choose an option

Illustration of one of our properties

 

About Shepherds Bush Housing Group

About Shepherds Bush Housing Association

Part of The Guinness Partnership, we have more than 5000 homes, throughout nine boroughs in west London

Find out more About Us