Rights and Responsibilities
Your tenancy is more than just an agreement — it sets out what you can expect from us and what we ask from you to help keep your home and community running smoothly.
Understanding your tenancy
Your tenancy agreement is an important legal document that explains your rights and responsibilities as a Gateway resident. It’s important to keep it somewhere safe so you can refer to it when needed.
If you ever misplace your agreement, just contact us and we’ll be happy to provide another copy.
Your rights
As a resident, you have the right to:
- Stay in your home as long as you follow the terms of your tenancy (known as security of tenure)
- Live peacefully in your home
- Access your records or information we hold about you
- Use our complaints process if you’re unhappy with our service
- Receive compensation in certain situations, as set out in our policies
- Have your personal information kept confidential
- Apply to swap your home with another tenant (subject to conditions)
- Receive regular rent statements
Full details of your legal rights are set out in your tenancy agreement.
Your responsibilities
To help us provide safe and well-managed homes and communities, you are responsible for:
- Paying your rent on time and keeping your account up to date
- Looking after your home and reporting repairs promptly
- Allowing access for essential safety checks and repairs
- Being considerate to your neighbours
- Avoiding damage to your home or communal areas
- Keeping any gardens or outdoor spaces tidy (if part of your tenancy)
- Letting us know if someone moves in or out of your household
- Following the terms of your tenancy agreement
Need help?
If you’re unsure about any part of your tenancy, we’re here to help. Contact our Customer Resolution Team on 020 8709 4300.