Keeping you safe

We’ve updated and improved our ‘No Access Arrangements Procedure’ which sets out how we manage access to homes for repairs, safety checks and emergency situations*.

Our updated process clearly sets out how we’ll work with customers to gain access to homes when we need to check for any potential risks. This means we can access homes, asses any issues and take action as soon as possible to keep everyone safe.

The procedure now reflects feedback from colleagues and customers, ensuring greater transparency and smoother processes for everyone involved. For example, health and safety risks are now included as a reason to access your home.

Our new procedure means that in an emergency situation, if we visit a home once and we’re not able to get in, we’ll need to gain emergency access on the second attempt.

Mark Batchelor, Hyde’s Director of Property Services, explains:

“We want all our customers to live in a safe and comfortable home. But that relies on us being able to gain access when we need to make an assessment or carry out essential work. Our new procedure ensures that we’re recording, assessing and acting on any possible hazards in the right way.

“In an emergency situation, we’ll take steps to gain emergency access on the second visit, after one unsuccessful attempt. But, this step, along with applying to the court for an injunction to gain access, really is a last resort. Our goal is always to work with you to put things right before it ever reaches that stage.

“We recognise that sometimes there are personal reasons why accessing homes might be difficult, and we’re committed to offering support as well as solutions. But it’s important that we act quickly and find the best ways to gain access to ensure every home remains safe.”

The key changes to our No Access procedure are:

For emergency access*:

Previous procedure

We would visit a home twice before forcing access.

New procedure

We'll now attend once and then gain emergency access on the second attempt.

For general access

Previous procedure

We would visit a home three times before seeking an injunction.

New procedure

We’ll now visit twice before seeking an injunction and Notice of Seeking Possession.

Following the introduction of Awaab’s Law, our new Damp and Mould and No Access procedures make it easier for us to act quickly, communicate openly and make sure our customers’ homes are safe and comfortable places to live.

* An emergency is considered anything that may be a threat to a customer, their home or their neighbourhood.