Your home will be run and managed by one of our Home Providers, they are responsible for day to day running of your home and providing you with Support. If you would like any further information you can speak with them and they will be able to help.
We want your home to be safe and in good repair. Your home provider carries out repairs and maintenance on our behalf, but we are your landlord and we make sure it is done.
When you report a repair, you will be told what type of repair it is and when to expect it to be done. We will keep you updated if that changes.
Report damp or mould straight away. It is treated as a possible hazard and dealt with quickly.
Call the National Gas Emergency number on 0800 111 999 straight away.
We will give you at least 24 hours’ notice before a non-emergency repair. In an emergency we may need to get in straight away.
We will only charge you for damage that you or your visitors cause on purpose or through neglect. We never charge for normal wear and tear.
If a repair is not done or you are unhappy with it, contact us or make a complaint.
Your home should be safe and healthy to live in. If something in your home could harm you, such as damp and mould, tell us and we will deal with it quickly.
This is sometimes called Awaab’s Law. It is a law that sets out how quickly landlords must deal with hazards in social housing. We apply the same standards to everyone who lives in a Sustain home.
Report damp or mould as soon as you notice it, even if it seems small. You will not be blamed for it.
We aim to inspect every home every 3 months. Each inspection includes checking for damp and mould, so we can spot problems early. You can tell us about any concerns during the visit.
If it is an emergency (something that puts your health or safety at immediate risk), we will look into it and make it safe within 24 hours.
For other serious hazards, such as damp and mould:
If we cannot make your home safe in time, we will arrange somewhere else suitable for you to stay at no cost to you until it is.
From 30 November 2026 this also covers other hazards, including excess cold or heat, falls (including on stairs), electrical hazards, fire, structural problems and poor hygiene facilities.
Call the National Gas Emergency number on 0800 111 999 straight away.
If a hazard is not dealt with, or you are unhappy with how it was handled, contact us or make a complaint.
As a Sustain Tenant, you will have an Assured Shorthold Tenancy agreement; this is for 6 Months. However, you will be able to continue living in your home for as long as you require support and accommodation. You will either come up to the Sustain head office with your support worker to sign the agreements, it’s important to attend this appointment or you will be asked to complete a sign up call over the phone with a member of Sustain (UK) Ltd staff.
Everyone living within a Sustain property is provided support to live as independently as possible. This could be to help you with everything from cooking and cleaning, to filling in paperwork and attending appointments. Make sure you let your support worker know what you need help with.
In order to give you the best possible support every tenant will have a support plan completed, this will help us identify what you need help with and how we can provide it. To make sure we keep everything up to date your support plan will be reviewed every month so it’s important you tell your support worker if anything changes.
It is important that you engage with the support provided otherwise you could be putting your tenancy at risk.