Tenants Handbook - One Housing Group

Tenants
Handbook
This handbook has been put together to
provide you with important information about
your new home and your tenancy.
Welcome to your
new home
Understanding
your tenancy
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01. Welcome
and contact us
Who do I call in
an emergency?
Reception Open
9am-5pm
0300 123
99 66
Where’s my local
7housing office?
X
1 ABC
GHI
5
8
3
6
XYZ

01. Welcome and contact us
About One Housing Group
Welcome to your new home and to One
Housing Group. This handbook has been
designed to provide you with information
about your tenancy, the services that we offer,
your rights and responsibilities, and how you
can contact us.
One Housing Group is a leading provider of
housing and care and support services which
manages over 14,000 homes in London and
the South-East. We have ambitious plans to
build or acquire 4,500 new homes over the
next three years.
A commercially driven and dynamic
organisation, we have a passion for making
a positive difference to people’s lives and
communities.
Reception opening hours
One Housing Group offices are open from
9.00am – 5.00pm, Monday to Friday
(excluding bank holidays).
Our local housing offices:
100 Chalk Farm Road
Camden
London NW1 8EH
25-27 Broadway
Maidenhead
SL6 1LY
Suttons Wharf South
44 Palmers Road
Mile End
London
E2 OTA
12 The Quarterdeck
Isle of Dogs
London
E14 8SJ
17 Castalia Square
Isle of Dogs
London
E14 3PQ
Customer Contact Centre
0300 123 9966

01. Welcome and contact us
Useful contacts
Customer Contact Centre: 0300 123 9966
(Opening hours:
Monday – Fridays 8.00am – 6.00pm)
For Berkshire residents:
Duty Officer: 020 8821 5344
An out of hours service is available on the
Customer Contact Centre number above
to report an emergency repair or to leave a
message for attention during office hours.
Your Housing Officer is:
Emergency contacts
• Transco: If there is an interruption to your
gas supply or an emergency: 0800 111 999
• Thames Water: To report a leak outside your
property boundary: 0800 714 61
• Electricity power cut emergency helpline:
0800 0280247
• British Gas: 0845 609 1133
• Police, Fire, Ambulance in the event of an
emergency: 999
Contact number:
Email address:
Your Income Officer is:
Contact number:
Email address:
0300 123
99 66
X
1 ABC
GHI
7
5
8
3
6
XYZ
Customer Contact Centre
0300 123 9966