Resident support

Supporting you every step of the way

At RGS Properties, we are committed to providing residents with safe, secure, and well-maintained homes. We believe that everyone deserves to live in a property where they feel comfortable, respected, and supported.

Your home

A safe and comfortable living environment

We want every resident to enjoy a safe and comfortable living environment. As your housing provider, we are responsible for maintaining the property and ensuring it meets relevant safety and compliance standards.

Our responsibilities include:

Property maintenance and repairs
Gas, electrical, and fire safety compliance
Building and structural maintenance
Communal area management (where applicable)
Health and safety monitoring

If you experience any issues within your property, please contact our team as soon as possible.

Maintenance

Reporting repairs

If something in your home needs repairing, please let us know promptly so we can arrange the necessary work.

Emergency repairs

Examples include:

Major water leaks
Complete loss of power
Dangerous electrical faults
Serious security issues
Fire safety concerns

Emergency issues should be reported immediately.

Non-emergency repairs

Examples include:

Minor plumbing issues
Faulty fixtures and fittings
General maintenance concerns
Non-urgent repairs

Our team will arrange an appropriate response and keep you informed throughout the process.

Living well together

Resident responsibilities

Pay rent and service charges on time
Report repairs promptly
Keep the property clean and in good condition
Respect neighbours and the local community
Allow access for essential inspections and maintenance
Follow health and safety guidance

Working together helps create positive living environments for everyone.

Staying safe

Health & safety

Your safety is extremely important to us.

Testing smoke alarms regularly
Reporting safety concerns immediately
Keeping exits and escape routes clear
Using appliances safely
Reporting signs of damp, mould, or structural issues

If you have concerns about the safety of your property, please contact us without delay.

Financial support & advice

Help if your circumstances change

We understand that financial circumstances can sometimes change unexpectedly. If you are experiencing financial difficulties, support may be available through:

Universal Credit guidance

Housing benefit support

Local authority assistance schemes

Cost of living support programmes

Debt advice organisations

Budgeting and financial guidance services

If you are struggling to manage housing costs, please contact us as early as possible so we can discuss available support options.

Safeguarding support

RGS Properties is committed to safeguarding vulnerable adults and children.

If you are concerned about your own wellbeing or the wellbeing of someone else, please contact our team immediately. We take all safeguarding concerns seriously and will work with appropriate agencies to ensure individuals receive the support and protection they need.

Safeguarding & domestic abuse support

Domestic abuse support

Everyone has the right to feel safe in their home. Our team will:

Treat your situation confidentially
Listen without judgement
Help you access specialist support services
Work with relevant agencies where appropriate
Support your safety and wellbeing

If you are in immediate danger, contact the emergency services by calling 999.

Making a complaint

We are committed to delivering high standards of service. If you are unhappy with any aspect of our service, we encourage you to tell us so that we can investigate and resolve the matter fairly and promptly.

Fair and impartial investigations
Clear communication
Timely responses
Continuous service improvement

You can read our full complaints procedure, including how to make a complaint and what happens next, on our complaints page. If you remain dissatisfied, or we have not resolved your complaint within eight weeks, you can refer it to The Property Ombudsman, free of charge, within 12 months of our final response.

Complaints procedure