Visiting you in your home

We carry out planned 'tenancy health checks' an in‑person visit from our Communities team to spend time with you in your home. It’s simply an opportunity for us to have a meaningful conversation, understand how things are going, and make sure you’re getting the right support. 

These visits are part of how we maintain open, respectful relationships with residents and ensure your tenancy continues to work well for you.

We’re committed to delivering a consistently great service to our residents. By carrying out these checks, we have the chance to:

  • Confirm your wellbeing and safety at home.
  • Build a clearer understanding of your household, so we can tailor our support if your circumstances change.
  • Make sure we hold accurate contact details and that you know how to reach us in a way that works best for you.
  • Meet our responsibilities under the consumer standards, including taking reasonable action to prevent and tackle tenancy fraud and ensure homes are being used by the people who are legally entitled to live in them.

These checks help us maintain safe, well‑managed neighbourhoods and make sure every home is available to the households who need them.

We are committed to reaching as many residents as possible each year, and take a flexible, thoughtful approach to delivering tenancy health checks. Our approach includes:

  • Coordinating visits alongside other local events and activities

  • Sending letters to tell residents when we plan to visit their area

  • Conducting checks during scheduled appointments or while our teams are working nearby

  • Whenever possible, notifying you in advance of our visit. However, there may be occasions when we visit without prior notice. If the timing isn’t convenient, we will gladly arrange an alternative date to suit you.

  • Take time to understand you, your household and your living environment

  • Confirm that our records are accurate and up to date

  • Share useful information and guide you to any relevant support or services

  • Explain how you can stay connected with us and participate in future engagement opportunities

  • Ensure your home is being used in line with your tenancy agreement.

A member of our team – most likely your housing officer – will visit your home. They will always carry identification and show it to you when they arrive. The visit typically lasts around 30 minutes and includes:

  • A conversation to confirm that the information we hold about your household is complete, accurate and up to date

  • An opportunity for you to ask questions, raise concerns and share feedback

  • Guidance or signposting to relevant support services, if needed.

If you’re not at home when we visit, we will follow up with a letter confirming the date and time of our next visit.

Why we carry out tenancy health checks

We’re committed to delivering a consistently great service to our residents. By carrying out these checks, we have the chance to:

  • Confirm your wellbeing and safety at home.
  • Build a clearer understanding of your household, so we can tailor our support if your circumstances change.
  • Make sure we hold accurate contact details and that you know how to reach us in a way that works best for you.
  • Meet our responsibilities under the consumer standards, including taking reasonable action to prevent and tackle tenancy fraud and ensure homes are being used by the people who are legally entitled to live in them.

These checks help us maintain safe, well‑managed neighbourhoods and make sure every home is available to the households who need them.

How we carry out tenancy health checks

We are committed to reaching as many residents as possible each year, and take a flexible, thoughtful approach to delivering tenancy health checks. Our approach includes:

  • Coordinating visits alongside other local events and activities

  • Sending letters to tell residents when we plan to visit their area

  • Conducting checks during scheduled appointments or while our teams are working nearby

  • Whenever possible, notifying you in advance of our visit. However, there may be occasions when we visit without prior notice. If the timing isn’t convenient, we will gladly arrange an alternative date to suit you.

During the visit, we will:

  • Take time to understand you, your household and your living environment

  • Confirm that our records are accurate and up to date

  • Share useful information and guide you to any relevant support or services

  • Explain how you can stay connected with us and participate in future engagement opportunities

  • Ensure your home is being used in line with your tenancy agreement.

What to expect during the visit

A member of our team – most likely your housing officer – will visit your home. They will always carry identification and show it to you when they arrive. The visit typically lasts around 30 minutes and includes:

  • A conversation to confirm that the information we hold about your household is complete, accurate and up to date

  • An opportunity for you to ask questions, raise concerns and share feedback

  • Guidance or signposting to relevant support services, if needed.

If you’re not at home when we visit, we will follow up with a letter confirming the date and time of our next visit.