Tenant advice on allowing us access to your home

We sometimes need access to our tenants homes to carry out:

• repairs
• safety checks (such as gas or electrical checks)
• or essential works

This is to help keep you, your household and your neighbours safe.

If we attend your home and cannot gain access, we follow a clear and fair process.

This section explains what to expect and what you can do to avoid any problems.

Step 1: We arrange your first appointment

We will:

• write to you with a date and time for the appointment
• try to contact you the day before as a reminder
• attend as scheduled

What you can do:
Please make sure someone,18 or over, is at home or let us know as soon as possible if you need to rearrange.

Step 2: If we can not get in at the first visit

If no one lets us in we will:

• leave a no access card to show we attended
• take a photograph of the card as evidence
• send you a second appointment letter within 48 hours

What you can do:
Contact us straight away if you missed the appointment so we can rebook at a convenient time.

Step 3: Second appointment

We will:

• try to contact you again the day before
• sttend for the second appointment
• if there is still no access, place a temporary sticker on the door and leave another no access card
• take a photograph to record the visit

What you can do:
This is your final chance to avoid escalation. Please get in touch immediately if you are having difficulties with access.

Step 4: Formal warnings and support checks

If we still cannot gain access:

• your local Neighbourhoods Team will try to contact you
• we may carry out welfare or tenancy checks where appropriate
• you will receive formal warning letters explaining what needs to happen and by when

Important:
At this stage, failure to respond may put you at risk of further action.

Step 5: Legal action (only if necessary)

If we still can not gain access and the works are legally required:

• we may apply to the court for an order to access your home
• this could include arranging access with a locksmith and contractor
• legal costs may be recoverable

This step is always a last resort.
We want to resolve access issues informally wherever possible.