Tenancy FAQs

We've put together answers to some of the questions residents ask us most often. If you can't find the answer you're looking for, please contact us and we'll be happy to help.

Your tenancy

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 not sure what kind of tenancy you have, please contact us:

Email: customer.services@gatewayhousing.org.uk

Phone: 0208 709 4300

Letter or in person: Gateway Housing Association, 409-413 Mile End Road, London, E3 4PB 

MyHome Portal

Can I swap my home with another tenant?

Yes. You may be able to apply for a home swap with another council or housing association tenant, subject to approval and eligibility checks. Find out more about mutual exchanges, here.

Someone is moving in or out of my home - what should I do?

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 want to leave your home, you'll need to complete a tenancy termination form and give the required notice period.

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

If you have lost your tenancy agreement, you can download a copy by logging into your online account. Alternatively, please contact us and we can arrange for a replacement copy to be sent to you by email or post. If you need the document urgently, please let us know when you get in touch.

Can I succeed a tenancy after someone passes away? 

In some circumstances, a tenancy may pass to a partner, family member or joint tenant. Find out more about succession, here.

Rent and payments

How can I pay my rent?

You can pay your rent:

What are service charges?

Service charges help pay for shared services such as:

  • Communal cleaning
  • Estate maintenance
  • Communal lighting
  • 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'm struggling to pay my rent?

Please contact us as early as possible. Our Income Recovery Team can:

  • provide guidance around benefits, Universal Credit and financial wellbeing support
  • offer support through benefits, discretionary payments, energy support schemes and local advice services.

Find out more about how we can help.

What happens if I fall behind on my rent?

If you are struggling to pay your rent or have fallen behind with your payments, please contact us as soon as possible. We will work with you to understand your circumstances, discuss the support available and help you find a solution to manage your rent account. The sooner you get in touch, the more options may be available to help prevent your arrears from increasing. You can also access information about your rent account through your online account.

Repairs

H ow do I report a repair?

The quickest way to report a repair is through MyHome.

Or you can contact us directly:

Can I install laminate flooring? 

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

Can I do DIY in my home?

Some alterations require written permission before you carry out work. Please contact us before making changes to your home:

Damp and mould 

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 problem
  • Keep you updated throughout the process
  • Complete any necessary work.

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. To let us know about this, please contact us:

Anti-Social Behaviour (ASB)

What is anti-social behaviour? 

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

How do I report ASB? 

If there is an emergency or you feel unsafe, call 999. 

You can report ASB quickly through our online form.

You can also let us know by:

What happens after I report ASB? 

When you report ASB, we will:

  • Review the information
  • Investigate where appropriate
  • Keep you informed and explain what happens next.

I reported ASB and I'm not happy with the outcome - what should I do? 

If you have reported ASB multiple times and feel no action has been taken, you may be able to request an ASB Case Review, also known as a Community Trigger. If you'd like to request an ASB Case Review, please contact us:

Can I report ASB anonymously?

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

What should I do in an emergency?

If a crime is happening now, there is an immediate risk to life, or you feel unsafe, call 999 straight away. If the situation is not an emergency but you need to report a crime or seek police assistance, contact the police on 101.

For housing emergencies, such as a serious leak, loss of power, heating failure (where applicable), or another issue that poses an immediate risk to your home or safety, please contact us as soon as possible using our emergency repairs service.

If you are experiencing anti-social behaviour (ASB) that is not an emergency, you can report it through your online account portal or by contacting us directly. Please provide as much detail as possible, including dates, times and the nature of the incidents. We will assess your report, provide advice and support, and work with relevant agencies where appropriate. If the ASB involves criminal activity, you should also report it to the police on 101, or 999 if there is an immediate danger.

If you are unsure whether your situation is an emergency, please contact us and we will advise you on the best course of action.

Your home and neighbourhood

Can I keep a pet? 

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

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. Please contact us to ask when the next estate inspection is:

  • Speak to your Resident Services Specialist
  • Email: customer.services@gatewayhousing.org.uk
  • Phone: 0208 709 4300
  • Letter or in person: Gateway Housing Association, 409-413 Mile End Road, London, E3 4PB 

How often are communal areas cleaned?

Cleaning schedules vary depending on the estate or block. Local noticeboards usually display this information.

How do I report problems in communal areas?

You can contact us in the same way to raise a repair in your home or communal area. You can contact us by:

Safety in your home

What should I do if I smell gas?

Call the National Gas Emergency Service immediately on 0800 111 999.

Then contact us when 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. Contact us as soon as you can:

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. You can contact us by:

MyHome customer portal

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 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.

Support and wellbeing 

What support is available with the cost of living? 

We're here to help you access advice, guidance and financial support. Find out more about how we can support you with the cost of living.

Can Gateway help with benefits and welfare advice?

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

Is support available for domestic abuse? 

Yes. We take domestic abuse seriously and can help residents access specialist support services. Find out more about domestic abuse support.

Can Gateway help with aids and adaptations? 

Yes. We can support residents with requests for adaptations to help them live safely and independently. Find out more about requesting aids and adaptations.

Shared ownership 

What is shared ownership?  

Shared ownership allows you to buy a share of your home and pay rent on the remaining share.  

What is staircasing?  

Staircasing is the process of buying additional  shares in your home over time.  

Can I sell my shared ownership home?  

Yes. You can usually sell shared ownership homes through the resale process outlined in your lease agreement.  

Why do I still pay service charges?  

Service charges help cover the cost of shared services and communal maintenance, regardless of how much of the property you own.  

How are rent reviews worked out?  

Rent reviews are carried out in line with the terms of your lease and government guidance.  

Can I make alterations to my shared ownership home?  

Some alterations require permission before the work starts. Please contact us before making changes to your home:

Need more advice? 

If you have questions about anything on this page, please contact us: