Rights and responsibilities

Your tenancy 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 explains:

  • Your rights as a Gateway resident
  • Your responsibilities as a tenant
  • What you can expect from us
  • What we expect from you

Please keep your tenancy agreement somewhere safe so you can look at it whenever you need to. If you lose your copy, contact us and we will provide another one.

Your rights

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) 
  • Feel safe and enjoy living in your home without unnecessary disturbance
  • Access your records or information we hold about you  
  • Use our complaints process if you’re unhappy with our service (find out more about complaints)
  • 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)  
  • Access your rent account through the resident portal, or contact us to request your latest rent statement by post or email.

Full details of your legal rights are set out in your tenancy agreement. 

Your responsibilities

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
  • Reporting repairs when they happen
  • Allowing access for safety checks and repairs  
  • Being respectful to your neighbours  
  • Help keep communal areas clean and safe
  • 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 more advice? 

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

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