You can report repairs by phone, email, or through the HFH repairs portal (if enabled). Please provide:

• Your name and address
• A description of the issue
• Photos if possible
• Access availability

Emergency repairs include:

• Total loss of power
• Uncontrollable leaks
• No heating/hot water (winter priority)
• Unsafe electrics
• Broken external doors/windows compromising security.

HFH aims to attend emergencies within 24 hours.

HFH is responsible for structural, safety and major repairs. Tenants are responsible for:

• Minor DIY (e.g., lightbulbs)
• Keeping the home clean
• Preventing damage
• Reporting issues promptly

Contact HFH immediately. We will:

• Review your account.
• Agree a realistic repayment plan.
• Support you with benefits advice or referrals HFH will never penalise tenants for seeking help early.

Yes. HFH can provide:

• Rent statements.
• Confirmation letters.
• Referrals to welfare advisors.
• Support with UC housing element queries.

• You can complain by phone, email, or in writing.

HFH follows a two stage complaints process aligned with the Housing Ombudsman Code.

Stage 1:
HFH investigates and responds within 10 working days.

Stage 2:
If unresolved, a senior manager reviews the case within 20 working days. If still unhappy, you may contact the Housing Ombudsman.

If your household has grown or your home is no longer suitable, HFH will:

• Update your household profile.
• Confirm overcrowding under the Bedroom Standard.
• Support you to apply for a transfer or move on option via the local authority.

HFH encourages downsizing where appropriate. Benefits include:

• Lower rent.
• Reduced bills.
• Priority for smaller homes, HFH can support you with the downsizing process.

Yes, through a mutual exchange (home swap). Conditions:

• Both landlords must approve.
• No rent arrears.
• No tenancy breaches HFH will inspect your home before approval.

Submit a transfer request in writing to HFH. We will assess:

• Overcrowding.
• Under occupation.
• Medical needs.
• Safety concerns You may also need to register with the local authority housing list.

Succession depends on the tenancy type. Typically eligible:

• Spouse or civil partner.
• Long term partner.
• Family member who lived in the home for 12+ months.

HFH will request evidence and review eligibility under the Housing Act.

In some cases, yes, if they meet residency and eligibility criteria.

Only one succession is usually allowed by law.

HFH works with local authorities to support move on into:

• Permanent social housing.
• Private rented sector.
• Supported accommodation.
• Specialist housing (e.g., for disability or domestic abuse).

Common reasons:

• Local authority waiting lists.
• Limited 2 bed availability.
• Changes in household size HFH will continue advocating on your behalf.

If major works are required, HFH may need to decant tenants. You will receive:

• Formal notice.
• Temporary or permanent move on options.
• Support may be provided with packing, removals, and logistics if applicable.

This depends on your tenancy type and the local authority’s allocation decision.

HFH will explain your options clearly.

Report ASB to HFH and, if criminal, to the police. HFH will:

• Log the incident.
• Investigate.
• Work with community safety partners.
• Anonymous reporting is available.

Yes, but you must notify HFH. Some additions may require approval.

Only with written permission. Activities must not disturb neighbours or breach planning rules.