Your tenancy
In this section you’ll find lots of useful information relating to your home and tenancy.
Supporting you in your neighbourhood
Tenant feedback is helping to shape how we deliver our services. Our neighbourhoods are now divided into three regions, with dedicated staff supporting each area.
This ensures more consistency for you, as you’ll see the same friendly faces in your area, and a more efficient service when you report things to us.
In each region, you’ll have a team of people to give you the support and information you need, when you need it. This includes tenancy, repairs, estate management, and wellbeing support.
Every tenant has a dedicated Neighbourhood Officer
Neighbourhood Officers are your main point of contact. From moving in, to ongoing tenancy support and neighbourhood engagement, your Neighbourhood Officer is there to support you throughout your tenancy with us.
Working with internal teams, they’ll help when you:
- First move into your home
- Need support paying your rent or service charge
- Need help to access financial support and entitlements
- Have questions about your tenancy or lease
- Need something fixed or need help arranging repairs
- Want to get involved in Ongo’s tenant groups and have your say
- Want to raise issues or concerns about your local area.
They also work closely with local authorities and community partners to support with things such as anti-social behaviour.
Neighbourhood Officers will work with tenants to ensure that neighbourhoods are places you’re happy and proud to live in.
Our regions
Use the links to find your region.
Useful links
Lettable Standard
This details the standard that you can expect from us, and that we expect from you.
Find out more
Altering your home
You must obtain our consent to undertake certain alterations to your home
Find out more
Paying your rent
Your rent is what keeps us in business and allows us to reinvest in your home
Find out more
Our policies
We have a number of important corporate policies which apply to every part of the Ongo group.
Find out more
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
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
Tenancy Fraud
Reporting tenancy fraud is important step to make homes available for those in need.
Find out more
Neighbourhood services
Making sure the communal areas around your home are safe, clean and tidy.
Find out moreYour 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 StandardsYour 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.
Neighbourhood Management Policy
Our Neighbourhood Management Policy sets out our approach to maintaining neighbourhoods to ensure that they are places our communities are proud to live in.
When we say neighbourhoods, we refer to things like garden maintenance, maintenance of open plan areas (such as boundary fencing, grassed areas and bin stores) and caretaking and cleaning services.
In addition to these, we refer to things like signage, winter weather services, environmental ASB (such as fly-tipping and graffiti), communal areas and waste management.
This policy has been shaped using feedback received from our tenants. Find the policy here.
