Compliance and Access

Your safety is important to us. We carry out regular safety checks and maintenance to help keep your home safe and in good condition.

Allowing access to your home 

Sometimes we need access to your home so we can carry out inspections, repairs and safety checks. To keep you and your neighbours safe, we need access to your home when safety checks or repairs are needed. 

We will:

  • Contact you in advance
  • Arrange an appointment
  • Explain what work needs to be done
  • Treat your home with respect.

We ask you to:

  • Keep your appointment where possible
  • Let us know if you need to rearrange
  • Tell us about any access requirements.

If we can't get access to your home after several attempts, we might need to take further action. We only do this when necessary to meet legal safety requirements.

Water hygiene (Legionella)  

Legionella is a type of bacteria that can grow in water systems if water is left unused for long periods. 

We will:

  • Carry out Legionella risk assessments
  • Inspect and keep communal water systems safe.

To help keep your water safe:

  • Run hot and cold taps if they have not been used for a week or more
  • Run showers before using them after a long period away
  • Tell us if your water is unusually hot, cold or discoloured
  • Clean and descale shower heads regularly
  • Allow access for inspection when needed.

If you have concerns about your water supply, contact us:

Electrical safety checks (EICRs) 

We carry out electrical safety checks to make sure the wiring and electrical systems we are responsible for are safe.

We will:

  • 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 safety concerns that require attention  
  • Complete works to keep your home safe.

To help keep your electrics safe, please:

  • Allow access for your Electrical Installation Condition Report (EICR) appointment  
  • Make sure someone aged 18 or over is present  
  • Tell us if you notice any electrical safety concerns in your home (e.g. damaged sockets, burn marks, exposed wires)

In an 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  

If there is an immediate danger to life, call 999. If not, please contact us to report the issue:

Gas safety checks 
We carry out regular gas safety checks to help keep residents safe.
We will:
  • Carry out a gas safety check every 12 months  
  • Use Gas Safe registered engineers  
  • Check boilers, pipework, flues and other gas appliances we're responsible for 
  • Provide you with a Gas Safety Certificate  
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.

Please contact us for non-urgent gas enquiries:

Asbestos safety 
Some older buildings (built before 2000) contain asbestos. When it is in good condition and left alone, it isn't usually a risk.

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

To stay safe around asbestos, please: 

  • 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
Sometimes contractors need to carry out work in your home or building. Our contractors represent Gateway when working in your home or communal areas. 
What you can expect:
  • Arrive at the agreed time
  • Be polite and professional
  • Treat your home with respect
  • Work safely
  • Leave your home clean and tidy.

If you're not happy with a contractor, please let us know:

Aids and adaptations
We want all residents to live safely and independently in their homes. 

If you need changes to your home because of a disability or health condition:

  1. Contact your local authority and request an Occupational Therapist assessment
  2. We will work with you and the relevant services to consider any recommended adaptations.

Types of support 
After your Occupational Therapist assessment, we may be able to make small changes (adaptations) to your home such as: 

  • Grab rails  
  • Handrails  
  • Lever taps  
  • Level access showers  
  • Stairlifts  
  • Permanent ramps.

If you would like further information about any of the topics on this page, please read our Aids and Adaptations Policy, here. 

If you have an issue or more questions about aids or adaptations, please contact us:

Pest control

We understand that pest problems can be distressing. When there are pests in homes or communal areas we aim to deal with them quickly.

We will:

  • Investigate reports of pests in communal areas
  • Explain what action will be taken
  • Confirm who is responsible for treatment

We ask you to:

  • Report pest problems as soon as possible
  • Keep your home clean and store food 
  • Dispose of rubbish correctly

For leaseholders and shared owners, Gateway manages communal areas only.

If you would like further information about any of the topics on this page, please read our Pest Control Policy, here.

If you have an issue or more questions about pest control, please contact us:

If you have questions about building safety, fire safety measures within your building, please contact us: 

Need more advice? 

If you have questions about anything on this page, like compliance, access or building safety, please contact us: