Raven Housing Trust
MyRaven

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The standard of my new home

When you move into your new Raven home, you can expect it to be of a high quality, with every part of it meeting certain standards, as set out below.

We’re committed to delivering you a home in the condition that we expect the property to be in when it’s handed back at the end of your tenancy. This will help you avoid unnecessary recharges. More information can be found in our ‘when you leave your home with us’ guide.

Monitoring the standard

  • Our lettable standards have been approved by our customers. If you’d like to get involved with how we set our lettable standards (or any other area of service provided) or have any feedback, then please get in touch here.
  • On occasions we may need to carry out minor jobs after you’ve moved in, but we’ll explain this to you when you sign your tenancy agreement with us.
  • Some issues can only become apparent when a new customer moves into their new home. If you have any issues with your property, please contact us:
  • You may qualify for extra support from our supporting agencies. Details can be found here.

Checks

Before you move in:

  • We’ll inspect your home, organise and make arrangements for all repairs to be completed.
  • We’ll do an electrical safety check (to comply with the current safety regulations) and a copy of the electrical safety document will be available at sign up or through your customer portal login.
  • We’ll carry out a legionella assessment on the plumbing installation.
  • If there’s gas heating or appliances, a Landlord’s gas safety record will be supplied to you after your heating and hot water has been turned on and tested.
  • We’ll make you aware of who the utility supplier is and details of your nearest pay points.
  • We’ll ensure your home is structurally sound, weather-tight, clean and cleared of any debris and the previous occupants’ belongings, other than furniture or fittings agreed with the customer to be recycled to them. Customers are wholly responsible for maintaining these items going forward.
  • Existing fences, gates, walls, brickwork, paths and drives will be safe. Otherwise, we’ll raise a repair and keep you informed (this may be done after you move in).
  • Gardens and hedges that are severely overgrown will be cut back and cleared. We’ll clear all rubbish from any outbuildings and gardens. Grassed areas will be left in a manageable level.
  • Further information can be found here.

Prior to the end of your tenancy, you’ll be required to allow us into your home to inspect and offer guidance on how we require the home returned. This will allow us the opportunity to discuss any concerns or questions with you. We’ll also make you aware of anything you need to do to avoid being recharged at the end of your tenancy. More information can be found here.

 

Floors, stairs, walls and ceilings

  • We’ll clear all carpets and furnishings in poor condition and/or state of repair.
  • If we assess that the condition of the carpets as good and no works are required to the floor base, we’ll offer these to you. If you wish to keep them you’ll be required to sign a liability waiver. We’re not accountable for these carpets after your tenancy starts.
  • We’ll remove hard flooring from all flats first floor and above to reduce noise nuisance to neighbours.
  • Flooring for all flats first floor and above won’t be permitted to lay hard flooring.
  • In flats and maisonettes above ground floor, we’ll provide anti-vibration mats to the washing machine space on request. These must remain in place as property of Raven.
  • We’ll ensure floors are safe and level, free from structural defects, holes and trip hazards.
  • Stairs, balustrades and handrails will be safe, secure and in place before you move in.
  • Walls, skirting boards and ceilings will be free of nails, screws and graffiti.
  • We’ll remove polystyrene ceiling tiles and coving from all rooms.
  • Floors will be free from structural defects, holes and trip hazards.
  • Bathroom and kitchens will have securely fitted and fixed washable floor coverings.
  • Bathroom and kitchen floors fitted by us will be non-slip flooring. These floors will be maintained by us for wear and tear usage, but if neglected you’ll be recharged.
  • Broken tiles will be replaced. It may not always be possible to colour match.
  • If you’re being supported by our Moneywise team you may qualify for free carpets. More information can be found here.
  • If you qualify for free carpets, these will be gifted to you, we’ll have no liability for repair. You’ll have full responsibility for the wear and tear upkeep of your carpets.
  • When you return your home to us, we’ll assess the carpets condition and advise if these can remain or need to be removed.
  • If your tenancy is short term and the carpets have been provided, but have deteriorated beyond re-use you may be recharged for any replacements.
  • From the start of your tenancy, you’ll be responsible for the continued internal decoration and upkeep of your home.

If you have any concerns about the standard of your new home then we want to know. You can raise a request through your MyRaven online account or contact us in the usual way.

Make a request

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