Compliance and Access

We have a legal responsibility to keep your home safe. This means carrying out regular safety checks, maintaining key systems, and sometimes needing access to your home. We’ll always explain what we’re doing and work with you to keep disruption to a minimum. 

Allowing access to your home 

To keep you and your neighbours safe, it’s important that you allow access for essential safety checks and repairs. 
We will: 

  • Contact you in advance to arrange an appointment  
  • Offer reasonable appointment times  
  • Explain what work needs to be carried out  

If we are unable to gain access after repeated attempts, we may need to take further action. This is always a last resort and is only done to meet our legal obligations and protect your safety.

Water hygiene (Legionella) 

We are responsible for managing the risk of Legionella bacteria in the water systems we are responsible for. 

What we do 

  • Carry out Legionella risk assessments where required 

  • Inspect and maintain communal water systems where applicable 

  • Monitor water systems identified as requiring additional controls 

  • Take action to address any identified risks 

  • Review our water hygiene arrangements regularly 

What you need to do 

  • Run taps and showers regularly 

  • Flush through water outlets after periods of non-use 

  • Clean and descale shower heads regularly 

  • Report any issues with your water supply, including unusually hot or cold water 

  • Allow access for inspections or maintenance when required 

If you have been away from home 

If water outlets have not been used for a week or more: 

  • Run all cold and hot taps for several minutes before use 

  • Flush toilets before use 

  • Avoid creating or inhaling water spray when flushing showers or taps 

  • Clean and descale shower heads regularly 

If you have concerns about your water supply, please contact us: customerservices@gatewayhousing.org.uk 

Electrical safety checks (EICRs) 

We are legally required to ensure that the electrical installations we are responsible for are safe. 

What we do 

  • Carry out an Electrical Installation Condition Report (EICR) at least every 5 years 

  • Use qualified and competent electrical contractors 

  • Inspect and test electrical installations, including wiring, sockets, switches and consumer units 

  • Identify any defects or safety concerns that require attention 

  • Complete any necessary remedial works to keep your home safe 

What you need to do 

  • Allow access for your EICR appointment 

  • Make sure someone aged 18 or over is present 

  • Let us know if you need to rearrange an appointment 

  • Tell us if you notice any electrical safety concerns in your home 

If you have an electrical emergency 

If you have concerns about the safety of your electrical installation: 

  • Turn off the electricity supply if it is safe to do so 

  • Do not touch exposed wires or damaged electrical equipment 

  • Keep away from any areas that may be unsafe 

  • Contact us immediately to report the issue 

If there is an immediate danger to life, call 999. 

Gas safety checks 

We are legally required to make sure that gas appliances and systems we are responsible for are safe. 
What we do:

  • Carry out a gas safety check every 12 months  
  • Use Gas Safe registered engineers  
  • Check boilers, pipework, flues and other gas appliances  
  • Provide you with a Gas Safety Certificate  

What you need to do 

    • Allow access for your annual gas safety check  
    • Make sure someone aged 18 or over is present  
    • Let us know if you need to rearrange an appointment  
If you smell gas 

If you think there is a gas leak: 
    • Call the National Gas Emergency Service on 0800 111 999  
    • Open windows and doors if safe to do so  
    • Do not use electrical switches or naked flames  
Then contact us once the immediate risk has been dealt with. 
Asbestos safety 
Asbestos was commonly used in buildings before 2000. When it is in good condition and left undisturbed, it does not usually pose a risk. 

Our responsibility 

We will: 
  • Keep records of known asbestos  
  • Carry out surveys where needed  
  • Monitor its condition  
  • Take action if it becomes damaged or unsafe  
All work is carried out by trained and licensed contractors. 

What you should do 
  • Do not drill, cut or disturb materials you are unsure about  
  • Contact us if you think asbestos may be damaged  
  • Always get permission before carrying out any alterations
Contractors working in your home
Our contractors represent Gateway when working in your home or communal areas. 
What you can expect 

They will: 
  • Treat you with respect and courtesy  
  • Show identification when they arrive  
  • Explain the work they are carrying out  
  • Arrive within the agreed time (or let you know if delayed)  
  • Keep disruption to a minimum  
  • Leave your home clean and tidy
Safety and behaviour 
Our contractors must: 
  • Follow health and safety requirements  
  • Work safely at all times  
  • Never use inappropriate or discriminatory behaviour
 If you are unhappy with a contractor, please let us know. 
Aids and adaptations
We want to help residents live safely and independently in their homes. 

Types of support 
Minor adaptations may include: 
  • Grab rails  
  • Handrails  
  • Lever taps  
  • Level access showers  
  • Stairlifts  
  • Permanent ramps
 How to request support 

You can: 
  • Contact us to discuss your needs  
  • Contact your local authority to request an Occupational Therapist assessment  
We will work with you and relevant services to assess what support can be provided. 
Pest control

We understand that pest problems can be  distressing  and we aim to deal with them quickly.  

Our responsibility:

  • We deal with pest issues in tenants’ homes and communal  areas    

  • For shared owners and leaseholders, we manage communal areas  only    

What you should do  

  • Report pest problems as soon as possible   

  • Keep your home clean and store food  properly    

  • Dispose of rubbish correctly   

We will explain what action will be taken and who is responsible.  

Need help?  

If you have any questions about safety checks or need to arrange access, contact our Customer Resolution Team on  020 8709 4300.