When you move in we will welcome you to your new home and explain how we work and the services we provide. The immediate Monday after you signed your Tenancy Agreement is the date your tenancy started and you became the legal tenant. This means you are responsible for the property and for paying your rent. You can find out more about your rights and responsibilities as a tenant in the online Tenants Handbook.

Before you move in you will need to organise for gas, electricity and water to be connected. You’ll need to give the utility companies as much notice as possible before you move in (ideally at least three days’ notice). 

We’re here to welcome you into your Gloucester Grove TMO home. You can download a copy of your Tenant Handbook from the Southwark Council website. The Tenant Handbook is packed full of useful information about your home and your rights and responsibilities as a tenant.

Get in touch if you have any queries about your tenancy do pop into the TMO office in Wickway Court.

The TMO manages your home and delivers the housing services. We collect the rent on a weekly basis on behalf of Southwark Council and pass the rent directly to the council.

There are several ways to pay your rent:

• Online here;
• Set up a Direct Debit or Standing Order with your bank. You will need to provide your bank with Southwark Council’s sort code 62-22-32 and account number 27540022. You will also need your 10 digit rent account number. Visit www.southwark.gov.uk.uk/rent for more details;
• Telephone Southwark Council on 0845 6000 611 to pay by debit or credit card. You will need your rent account number to hand;
• Paypoint Outlets – Use your Paypoint card to pay at any Post Office or local shop displaying the Paypoint sign. To request a replacement Paypoint card contact the TMO Housing Office on 0203 643 6941 or visit www.southwark.gov.uk/rent;
• Post a cheque to: Southwark Council Income, Operations Team Finance and Governance, PO Box 68119, London SE1P 4GP. Cheques should be made payable to Southwark Council and enclose your 10 digit rent account number. Do not send cash.

If you are struggling to pay your rent and are worried about making ends meet please talk to us as soon as possible so that we can work out a way forward together. Remember, you need to keep your rent account in credit. If you don’t pay your rent you could lose your home.

Southwark Citizens Advice also offers independent, professional advice to help you manage your money and check you are receiving your full benefit entitlement.

If you and other tenant on the Gloucester Grove estate would like to mutually exchange your homes you can make a mutual exchange application to Southwark Council.

You may find it useful to register to use the Home Swapper service to advertise your home online.

Before a mutual exchange will be granted you need to ensure:

• Both homes are in a reasonable state of repair with no damage;
• Both tenants have a clear rent account with no arrears;
• The home you want to swap to is a suitable size for your needs (e.g. you aren’t allowed a spare bedroom or a home that would be overcrowded).

Please remember that as a tenant you need to ask us  (or Southwark Council on 0800 952 4444) if you want to make any alterations or improvements to your home. This includes making any changes to the fixtures and fittings. For example, if you want to install a satellite TV dish or fix anything to the outside of your home, change the kitchen units or cut down a hedge you must tell us first and get our written permission.

You can find out more about what changes you can make to your home in the Tenant Handbook.

We strive to deliver a high-quality service and have set ourselves a list of service standards. The service standards, which have been developed in partnership with tenants, show you what you can expect from us.

 Repairs:

• We will honour our appointments;
• We will offer 2 set appointment times per day (morning or afternoon);
• We will let you know if we are going to be late;
• We strive to meet the target times for carrying out emergency, urgent and normal repairs, and also the speed we turnaround empty (void) properties;
• We will do our best to let you know how long the repair is expected to take;
• We exceeded the target for repairs completed on time, which was 99.1% for quarter 4, 2019.

 Rent:

• We make sure you are aware of the many different options to pay your rent (need to link to pay your rent page);
• We will take prompt action on rent arrears by sending warning letters, conducting interviews and home visits, and monitoring agreements to repay arrears;
• We will help you to avoid arrears by giving you up to date information on your rent account;
• If you fall behind with your rent we will support you by drawing up a realistic and achievable repayment plan;
• We will achieve our 98% rent collection target.

 Estate Services:

• We are committed to carrying out communal repairs in a timely manner, ensuring shrubs and green areas are well maintained and the estate is clean and tidy. There is a good standard of general cleanliness on the estate;
• We pledge to ensure that you feel safe in your homes and on the estate;
• We will take steps and prevent anti-social behaviour and nuisance through positive engagement;
• We promote greater community cohesion by organising social events and activities, and by working closely with all our key stakeholders.

 Customer Services:

• We will make our services accessible to all;
• We will be innovative in the different ways that you can access our service;
• We will make sure that calls are answered promptly and that our staff call you back when you leave us a message;
• We will ensure that our staff are competent to deal with your queries and sign post you in the right direction.

Our Board and Sub Committees help to set our Service Standards and check that we are meeting them. If you would like to get involved, please get in touch.

No one knows when disaster may strike. If your home was burgled or your possessions were damaged by a fire or a flood, could you afford to replace them?

Having Home Contents insurance provides you with peace of mind and means that you don’t have to worry about finding the money to replace your belongings.

You don’t need to insure the building (as the structure of the property is our responsibility) but we strongly advise you organise cover for your possessions. Home Contents insurance policies protect you against loss or damage to your furniture, electrical items, personal belongings, clothing, jewellery, and even food in the freezer.

Southwark Council offers a contents insurance scheme. You can access more details online or call 0845 601 7007.