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Resident Handbook
Access your Resident Handbook.
Resident Guides
We have lots of helpful guides to support you as a Housing21 resident.
Whether you’re already living in supported housing or considering a move, this guide helps you understand the benefits available. Welfare benefits can help offset some housing costs, and this guide explains which benefits you may be eligible for, key rules, and how to apply—ensuring you get the support you need.
Housing 21 is dedicated to ensuring the safety and wellbeing of all residents, visitors, and employees. Safety inspections are carried out before your tenancy begins, and we may need periodic access to maintain safety standards. We encourage open communication—if you have any concerns, you can speak to your manager, Operations Manager, or raise them at a resident engagement meeting.
Read the Building and Fire Safety Guide
Building and Fire Safety large print edition
Building and Fire Safety Guide Estonian edition
We empower residents to live independently and make informed choices about their homes and communities. This guide helps residents and employees understand decision-making processes - whether made individually, collectively as a scheme, or by Housing 21. It also explains when permissions may be needed under tenancy or lease agreements.
At Housing 21, we believe every resident has the right to live free from fear of violence or abuse. If you or someone you know is experiencing domestic abuse, we are here to provide support, guidance, and a safe space to seek help. This guide outlines the assistance available, including speaking to your manager, contacting a Domestic Abuse Champion, or accessing external support services.
View the Keeping you safe; Support Against Domestic Abuse Guide
At Housing 21, we want to hear from you. Whether it’s a compliment, suggestion, or concern, your feedback helps us improve our services and ensure you’re happy in your home. We welcome all comments—good or bad—so we can celebrate successes and address areas for improvement. You can share your experiences by speaking to your manager, calling, emailing, or writing to us.
Access our guide to: Making a suggestion, comment, compliment or complaint
We are committed to providing high-quality management services that meet your needs and expectations. This guide explains what your management fee covers, where your money goes, and any additional charges that may apply - ensuring transparency and clarity for homeowners.
Housing 21 is committed to helping residents safeguard their finances. This guide provides essential information on recognising and preventing financial abuse, as well as where to find support if you need it. Understanding the risks and knowing your rights can help you stay in control of your money and financial wellbeing.
The Resident Handbook is your essential guide to living in a Housing 21 property. Whether you are part of a Retirement Living or Extra Care scheme, this handbook provides key information on your tenancy, services, and how to get the most out of your home.
From repairs and maintenance to resident involvement, financial support, and safety guidance, everything you need is in one place.
Our safeguarding process involves a tailored risk assessment that records your wishes and works with you to prevent abuse or neglect. Trained managers use the Making Safeguarding Personal Framework to ensure that you are at the centre of every decision, empowering you to live safely and with dignity.
We are committed to providing high-quality housing and services for residents. The rent and service charges you pay help us maintain your home and communal facilities. This guide answers common questions and explains how we set service charges, including how to understand your service charge budget statement.
Your Service Charge Budget outlines the expected costs for maintaining your court over the next year. It provides a comparison between the current and upcoming year’s budget, helping you see any changes in your charges. Residents can also influence service charge costs by getting involved in decisions about services like gardening and maintenance.
Find out more in the Guide to Understanding your Service Charge Budget
The Service Charge Budget outlines the expected costs for maintaining your scheme over the next 12 months. It provides a comparison between the current and upcoming year’s budget so you can see any changes in charges. This guide includes an example budget and explains key terms to help you better understand your service charge.
Read the Leaseholders' Guide to Understanding your Service Charge Budget
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