Tenant FAQs

How do I know what type of tenancy I have?

Your tenancy type will be shown on the front page of your tenancy agreement. If you are unsure, please contact us and we will be happy to help.

Can I swap my home with another tenant?

Yes. You may be able to apply for a mutual exchange with another council or housing association tenant, subject to approval and eligibility checks.

Can someone move into my home? 

You must let us know if someone moves into or out of your household. Some changes may require permission or updates to your tenancy records.

How do I end my tenancy?

If you wish to end your tenancy, you will need to complete a tenancy termination form and provide the required notice period.

I have lost my tenancy agreement — what should I do? 

Please contact us and we can arrange for another copy to be provided.

How do I update my tenancy details? 

You can contact us if you need to add, remove or update someone linked to your tenancy. 

Can I succeed a tenancy after someone passes away? 

In some circumstances, a tenancy may pass to a partner, family member or joint tenant. Please contact us for advice and guidance.

How can I pay my rent?

You can pay your rent in a number of ways, including online, by Direct Debit, standing order or through the MyHome customer portal. 

What are service charges?

Service charges help cover the cost of shared services such as estate cleaning, communal lighting, grounds maintenance and lift servicing.

Can I check my rent balance online? 

Yes. You can view your balance, payment history and account information through MyHome.

What should I do if I am struggling financially? 

Please contact us as early as possible. Our Income Recovery Team may be able to help with payment arrangements, benefit advice and support services. 

Can Gateway help me with benefits advice? 

Yes. We can provide guidance around benefits, Universal Credit and financial wellbeing support. 

What happens if I fall behind on my rent?

Please contact us as soon as possible so we can work with you and discuss the support available. 

What financial support is available?

Support may be available through benefits, discretionary payments, energy support schemes and local advice services.

Can I carry out DIY or alterations in my home? 

Some alterations require written permission before work is carried out. Please contact us before making changes to your home.

What is the MyHome customer portal? 

MyHome is our online customer portal where residents can report repairs, make payments and manage tenancy information online.

How do I report damp and mould? 

Please report damp and mould as soon as possible so we can investigate and take action where needed.

What is Awaab’s Law?

Awaab’s Law introduced legal timescales for social landlords to investigate and respond to damp and mould hazards.

What happens after I report damp and mould? 

We will arrange an inspection, investigate the issue and keep you updated throughout the process.

How quickly will Gateway inspect the issue?

We will investigate reported damp and mould issues within the legal timescales set out under Awaab’s Law.

What if damp and mould is affecting my health?

Please let us know if anyone in your household has health conditions that may be affected so we can assess the situation appropriately.

Will I be updated during the process? 

Yes. We will communicate with you throughout the investigation and repair process.

What is anti-social behaviour? 

Anti-social behaviour is behaviour that causes nuisance, alarm, harassment or distress to others. 

How do I report ASB? 

You can complete our online ASB reporting form or contact us directly for support.

What should I do in an emergency? 

If a crime is happening now or you feel unsafe, call 999 immediately.

What happens after I report ASB? 

We will review the information provided, investigate where appropriate and explain the next steps.

What is the Community Trigger / ASB Case Review? 

If you have reported ASB multiple times and feel no action has been taken, you may be able to request an ASB Case Review.

Can I report ASB anonymously?

We will always handle reports sensitively, although anonymous reports may limit the action we can take.

Can I keep a pet? 

You may need permission before keeping a pet. Please contact us to discuss your request.

Can I install laminate flooring? 

You must get permission before installing laminate or wooden flooring, particularly in flats where noise may affect neighbours.

How do parking permits work? 

Some estates operate parking permit schemes. Please contact us to find out what applies where you live.

What is a car-free agreement? 

Some homes are part of planning agreements that restrict access to on-street parking permits.

How do I report fly tipping or dumped rubbish?

Please report dumped rubbish or fly tipping to us as soon as possible so we can arrange for it to be removed.

How do I arrange bulky waste collection? 

Bulky waste collections are arranged through your local council. Charges and collection times may vary.

Can I take part in estate inspections? 

Yes. Residents are encouraged to take part in estate inspections and share feedback about their neighbourhood.

How often are communal areas cleaned?

Cleaning schedules vary depending on the estate or block. Information is usually displayed on local noticeboards.

How do I report problems in communal areas?

Please contact us or use MyHome to report issues in shared areas such as lighting, doors or communal repairs.

What should I do if I smell gas?

Call the National Gas Emergency Service immediately on 0800 111 999 and contact us once it is safe to do so.

How often are gas safety checks carried out? 

Gas safety checks are carried out every 12 months by qualified Gas Safe registered engineers.

Do I have to allow access for safety inspections?

Yes. Access is required for important safety checks and essential repairs.

What should I do if I think there is asbestos in my home? 

Do not disturb the material and contact us for advice and inspection.

How can I keep my home secure?

Simple measures such as locking windows and doors, checking visitors and keeping valuables out of sight can help improve home security.

What should I do if I notice pests in my home? 

Please report pest issues to us so we can assess the problem and explain what action can be taken.

What is MyHome? 

MyHome is Gateway’s online customer portal that helps residents manage their tenancy online.

How do I register for MyHome? 

Registration is quick and simple. You will usually need your tenancy reference number to get started.

What can I do through MyHome? 

You can report repairs, make payments, check balances and update personal details. 

Can I report repairs through MyHome?

Yes. Non-emergency repairs can be reported through the portal.

Can I make payments online?

Yes. Residents can make rent and service charge payments online through MyHome.

Is MyHome available 24/7? 

Yes. The portal can be accessed anytime using a phone, tablet or computer.

What support is available with the cost of living? 

Support may be available through local organisations, benefits advice and government support schemes. 

Can Gateway help with benefits and welfare advice?

Yes. Our teams can provide guidance and signpost residents to support services where needed.

Where can I get help with energy bills?

There are several government schemes available, including the Warm Home Discount and Winter Fuel Payments.

Is support available for domestic abuse? 

Yes. We take domestic abuse seriously and can help residents access specialist support services.

Can Gateway help with aids and adaptations? 

Yes. We can support residents with requests for adaptations to help them live safely and independently.

How do I request support for a disability or mobility issue? 

Please contact us and we can explain the assessment and support process.