Accessing your home

Unless there is an emergency, we will always try to arrange appointments with you in advance. We will:

• Contact you by letter, phone, email or text message
• Explain why we need access
  Offer an appointment date and time
• Give you opportunities to rearrange if the appointment is not suitable

We will make several attempts to contact you before taking any further action. If needed, and where appropriate, we may also work with support agencies, carers or next of kin to help arrange access safely. 

We ask customers to:

• Keep their contact details up to date
• Tell us if they need any additional support
• Rearrange appointments in advance if they cannot attend
• Make sure an adult aged 18 or over is present to let us in 

If someone else can provide access on your behalf, please let us know.

We understand there can sometimes be genuine reasons why appointments are missed.

Our priority will always be to work with you first to resolve this.

If we cannot gain access:

• We will continue trying to contact you and rearrange appointments
• We may carry out home visits or leave calling cards
• We may involve Housing Management colleagues to support contact
• We may issue formal warning letters if safety checks become overdue 

If repeated attempts to arrange access are unsuccessful, we may need to take further action, especially where safety checks are overdue.

In some cases, where access is repeatedly refused or not provided, we may apply to the court for legal permission to enter the home to complete essential safety works or inspections.

This is always a last resort.

If this happens:

• You will be informed in writing
• You will still have opportunities to arrange access
• We will explain what happens next and any potential costs involved

In rare emergency situations, we may need immediate access to protect people or property.

This could include:

• Serious water leaks or flooding
• Gas leaks
• Fire safety concerns
• Concerns for someone’s welfare or safety

In these situations, we may need to enter a property urgently, including without prior permission if necessary.

Where emergency access is needed, we will:

• Only do this where absolutely necessary
• Work with emergency services where appropriate 
• Ensure the property is left safe and secure
• Keep clear records of the actions taken
• Try to contact customers and next of kin as quickly as possible

We understand that sometimes customers may be dealing with difficult situations.

We will always consider individual circumstances sensitively, including:

• Serious illness or medical treatment
• Disability or support needs
• Bereavement
• Caring responsibilities
• Recent hospital stays

If you are struggling to provide access, please speak to us as early as possible so we can support you and agree a suitable approach.