Your tenancy
In this section you’ll find lots of useful information relating to your home and tenancy.
Lettable Standard
This details the standard that you can expect from us, and that we expect from you.
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Altering your home
You must obtain our consent to undertake certain alterations to your home
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Paying your rent
Your rent is what keeps us in business and allows us to reinvest in your home
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OLD – Our policies
We have a number of important corporate policies which apply to every part of the Ongo group.
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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.
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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.
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Tenancy Fraud
Reporting tenancy fraud is important step to make homes available for those in need.
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.
