Moving into your new home is an exciting step — and we’re here to make sure it’s a smooth and stress-free experience from day one.
From your Property Handover Meeting to settling in, we’ll support you at every stage, so you feel confident and comfortable in your new surroundings.
Your home will be clean, safe, and ready for you, meeting our Property Standard in full. We’ll explain how everything works, provide your resident handbook, and make sure you know who to contact for help or advice once you’ve moved in.
Before you move
Once you’ve accepted an offer of a home, we’ll arrange a Property Handover Meeting. At this meeting we:
confirm the property meets our Property Standard.
show you how to use key features such as heating, hot water, and stop taps.
explain access, fire safety, and key contact details.
confirm you understand your tenancy agreement (which you’ll sign electronically); and
make sure your Direct Debit is set up and your first rent payment is made.
You’ll also receive your resident handbook and contact details for our team, so you know exactly who to reach if you need help.
Read more in our Pre-Tenancy Service Standards.
Your property standard
Every Lace home is prepared to meet our Property Standard before you move in. We check safety certificates, test alarms, ensure heating and water systems work, and make sure the property is clean and in good repair. Homes are let unfurnished unless carpets or fittings have been agreed with the outgoing tenant.
Read more in our Property Standard and A Guide to your Tenant Rights and Responsibilities.
Settling in
During your first six to eight weeks, our Support or Housing Team will contact you to check everything is going smoothly.
We’ll answer and complete our person-centred risk assessment to identify any safety concerns and discuss how you would respond to the activation of the fire alarm.
Your feedback helps us make every move-in even better.
We want all residents to feel safe, respected, and part of a positive community. You can expect us to:
Manage your tenancy fairly,
Keep your building safe,
Listen and respond to feedback.
In return, please: pay rent on time, report repairs promptly, respect neighbours and staff, and tell us if your circumstances change.
See our Customer Service Standards and A Guide to your Tenant Rights and Responsibilities.
Your safety is our top priority.
We meet all relevant standards — including Awaab’s Law, Decent Homes, and annual gas, electrical, and fire checks.
If you ever have concerns about your home’s condition, contact us straight away.
See our Repairs and Maintenance and Damp and Mould pages for more information.
Our Housing and Support Teams are here to help with any queries about your home, rent, or services.
We’ll keep you informed about maintenance and improvements through our website and newsletters. You’ll also hear from your local team with any updates that affect your home directly.
Yes — it’s your home. You’re welcome to decorate, but please discuss any major alterations first. We simply ask that you keep your home in good decorative order and return it to the same standard when you leave.
