Your tenancy

In this section you’ll find lots of useful information relating to your home and tenancy.

Our Neighbourhoods approach

As part of your tenancy with Ongo, you’ll be assigned a dedicated Neighbourhood Officer for your neighbourhood, as well as an Anti-Social Behaviour Officer and Support Officer for your region. There will also be a Regional Manager, and Neighbourhood Managers. Our maintenance teams work regionally too, so you’ll likely see the same faces when and if you report a repair. All our neighbourhoods are mapped into three regions, and you can find out which region you live in, below.

This approach to delivering our services came directly from the feedback we received from you.  By working in this way, your Neighbourhood Officer will have a consistent presence in your neighbourhood, ensuring they are dealing with the issues that are important to you, your home and place you live. Why not say hello when you see them out and about.

If you need to access our services, you don’t need to wait to see your Neighbourhood Officer. You can find lots of information across our website, or you can use My Home. You can also use webchat, Facebook and telephone if you need to contact us directly. Our contact centre team is trained to handle your enquiry – whether that’s to book a repair appointment, enquire about a new home, tenancy related services, or to direct your enquiry to your Neighbourhood Officer.

Our regions

Use the links to find your region.

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Region One

This region covers areas including Grimsby, Barton, Brigg, Winterton, and parts of Scunthorpe.

Find out more about Region One
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Region Two

This region covers areas including Gainsborough, Lincoln, Kirton, and several Scunthorpe communities.

Find out more about Region Two
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Region Three

This region covers areas including Doncaster, South and North Axholme, and additional areas across Scunthorpe.

Find out more about Region Three

Useful links

Altering your home

Altering your home

You must obtain our consent to undertake certain alterations to your home

Find out more
Paying your rent

Paying your rent

Your rent is what keeps us in business and allows us to reinvest in your home

Find out more
Our policies

Our policies

We have a number of important corporate policies which apply to every part of the Ongo group.

Find out more
ASB

ASB

Find out more and report antisocial behaviour

Find out more
Communal areas

Communal areas

As your landlord, we have responsibility for your home including making sure the structure of the buildings and communal areas meet fire and safety requirements.

Find out more
Home contents insurance

Home contents insurance

Find out more about home contents insurance.

Find out more
Keeping pets

Keeping pets

If you would like to keep a pet, please get in touch with us as not all of our homes are suitable for animals.

Find out more
Key News

Key News

Key News is our tenant magazine packed with news, photos and competitions.

Find out more
Service Standards

Service Standards

Our Customer Charters set out our Service Standards

Find out more
Your community

Your community

Find out what’s going on in your community

Find out more
Tenancy Fraud

Tenancy Fraud

Reporting tenancy fraud is important step to make homes available for those in need.

Find out more
Death of a tenant

Death of a tenant

Do you need to end a tenancy?

Find out more

Your rights as an Ongo tenant and our responsibilities as your landlord

Your rights form part of the four Consumer Standards. The full list of all of our responsibilities as your landlord, and how we are making sure that we meet them, can be found on our self-assessments against the Consumer Standards.

Our self-assessments against the Consumer Standards

Your rights as an Ongo tenant

  • You have a right to live in a safe, well-maintained and good quality home, that meets health and safety legislation and the Decent Homes Standard.
    Find out more about our repairs and maintenance service, here.
  • You have a right to know how we are performing.
    Find out more about our performance information, here.
  • You have a right to be treated with fairness and respect.
  • You have a right to access services, raise complaints, influence decision making, and hold us to account.
    Find out more about how to get involved and influence improvements to services here, or making a complaint here.
  • You have a right to live in a safe and well-maintained neighbourhood.
    Find out more about our Neighbourhood Standards, here.
  • You have a right to be supported to live in your home for as long as possible.
    Find out ways in which we can help to support you, here.
  • You have a right to understand the different tenancy options available, such as Mutual Exchange.
    Find out more about our Mutual Exchanges, here.

Our responsibilities as your landlord

  • We will treat tenants and prospective tenants with fairness and respect.
  • We will consider the diverse needs of tenants (and prospective tenants where relevant), delivering fair outcomes.
  • We will take into account tenant views in our decision making about how landlord services are delivered.
  • We will communicate with tenants and provide information as to how tenants can use our services, what to expect from us, and how to hold us accountable.
  • We will collect and provide information to support effective scrutiny by tenants of our performance in delivering landlord services.
  • We will ensure that complaints are addressed fairly, effectively, and promptly.
  • We will work to understand the diverse needs of our tenants, using this information to ensure fair outcomes for all.
  • We will ensure all communications are clear, accessible, relevant, timely and appropriate to the diverse needs of our tenants.
  • We will ensure our landlord services are accessible to all.
  • We will allow tenants and prospective tenants to be supported by a representative/advocate in interactions relating to their tenancy.