Managing a social housing tenancy requires staying on top of several essential tasks, from paying rent to reporting maintenance issues. For residents who were previously served by Lewisham Homes, these services are now managed directly by Lewisham Council. This transition means that while the branding may have changed, the core services you rely on remain accessible through specific online and telephone channels. This guide provides a straightforward walkthrough on how to handle your daily housing needs efficiently.
Managing Your Rent and Payments
Keeping your rent account up to date is the most important part of your tenancy agreement. There are several ways to make payments, ensuring you can choose the method that best fits your lifestyle and financial management style.
Online Payments
The most direct way to pay your rent is through the official online payment portal. By logging into your resident account, you can see your current balance, view your payment history, and make instant payments using a debit or credit card. This service is available 24 hours a day, seven days a week.
Direct Debit
Many residents prefer to set up a Direct Debit. This is often considered the simplest method because the payment is taken automatically from your bank account on a date that suits you. It helps prevent missed payments and ensures your rent is always covered, even if you are busy or away from home.
Alternative Payment Methods
- Telephone Payments: You can call the dedicated automated payment line at any time to pay using your rent reference number and a bank card.
- PayPoint: You can use your rent swipe card at any local shop displaying the PayPoint logo.
- Standing Orders: You can set up a regular payment through your bank, though you must remember to update the amount if your rent charges change.
Reporting and Tracking Repairs
Maintaining the condition of your home is a shared responsibility. While residents are expected to handle minor tasks like changing lightbulbs or unblocking sinks, the council is responsible for the structure and major installations of the property.
Emergency Repairs
An emergency repair is defined as a fault that poses an immediate danger to your health and safety or the security of the building. Examples include total loss of electrical power, major water bursts, or being unable to secure your front door. In these cases, you should use the emergency telephone line rather than an online form to ensure a rapid response, usually within 24 hours.
Routine Repairs
For non-urgent issues, such as a dripping tap, a faulty cupboard door, or minor plasterwork cracks, you should report the problem through the online repairs portal. When reporting a repair, try to be as descriptive as possible. Providing photos of the issue can help the maintenance team send the right person with the correct tools the first time.
Your Repair Responsibilities
As a tenant, you are generally responsible for:
- Internal decorations and minor cracks.
- Replacing lost keys or changing locks if you are locked out.
- Repairing any damage caused by yourself, your family, or your guests.
- Maintaining any private garden areas attached to your home.
Fire and Building Safety
Safety is a top priority for high-density housing. Residents play a crucial role in keeping the entire building safe for everyone. Following simple guidelines can significantly reduce the risk of fire and other hazards.
Keeping Communal Areas Clear
Communal hallways, stairs, and balconies must be kept completely clear of personal items. Items like bikes, prams, or rubbish bags can act as fuel for a fire or become tripping hazards during an emergency evacuation. The council operates a “zero tolerance” policy regarding items left in communal areas, and they may be removed without warning.
Gas and Electrical Safety
By law, an annual gas safety check must be carried out in your home if you have gas appliances. This is a free service, and it is vital that you allow access to the qualified engineers when they visit. Similarly, electrical safety inspections are carried out periodically to ensure the wiring in your home remains in good condition.
Tenancy Management and Support
There may come a time when you need to change the details of your tenancy or look for a different home. Understanding the procedures for these changes can make the process much smoother.
Mutual Exchanges
If your current home no longer meets your needs—perhaps because you need more space or want to move closer to work—you may be eligible for a mutual exchange. This allows you to swap homes with another social housing tenant. Most residents use services like HomeSwapper to find potential matches and then apply to the council for permission to swap.
Reporting Anti-Social Behavior
Everyone has the right to enjoy their home in peace. If you are experiencing anti-social behavior (ASB), such as excessive noise, harassment, or illegal activity in your building, it is important to report it. Keep a log of incidents, including dates and times, as this evidence is essential for the housing officers to take formal action.
Support for Leaseholders
If you are a leaseholder rather than a tenant, your relationship with the council is governed by your lease agreement. You are responsible for the internal maintenance of your flat, while the council maintains the structure of the building and communal areas.
Service Charges
Leaseholders are required to pay service charges to cover the cost of maintaining the building, insurance, and estate services. You will receive an annual estimate and a final account. It is important to review these documents carefully and contact the leasehold team if you have questions about specific charges or planned major works.
Finding Further Assistance
Navigating housing services can sometimes feel overwhelming, but help is always available. If you are struggling to pay your rent, it is vital to contact the income team as soon as possible. They can offer advice on benefits, help you set up a payment plan, and direct you to debt counseling services if needed. Taking early action is the best way to protect your tenancy and ensure your home remains secure.
For more tips on managing your home, understanding your rights as a tenant, or navigating local government services, feel free to explore our other helpful articles. Staying informed is the best way to ensure your living environment remains safe, comfortable, and affordable.