This page explains your rights and responsibilities, as well as the responsibilities Moreways Healthcare may have as your landlord, housing provider or support provider.

When you move into accommodation or begin receiving support, you may be asked to read and sign a tenancy, licence, occupancy or support agreement. These agreements explain the services and standards you can expect, the responsibilities that apply to Moreways Healthcare and the responsibilities that apply to you.

For full details, please refer to your tenancy, licence, occupancy or support agreement and any information provided by your service.

Tenant handbook menu

Our responsibilities

  • Respect your privacy, dignity and personal space.
  • Only enter your accommodation when necessary and in line with your agreement, legal requirements and any applicable notice arrangements, except in an emergency.
  • Promote equality, dignity and inclusion and take appropriate action where discrimination or unfair treatment is identified.
  • Explain the standards of behaviour and service you can expect from us and how you can raise a concern.
  • Listen to concerns about your safety or wellbeing and respond through the appropriate safeguarding and management procedures.
  • Arrange appropriate safety checks and compliance work relating to gas, water, electricity, carbon monoxide and fire safety where these responsibilities apply to us.
  • Report suspected or actual abuse to the appropriate statutory services or police where required.
  • Use appropriate recruitment checks, induction and training processes for staff.
  • Set clear quality and safety standards for our services.
  • Review and monitor service quality and provide opportunities for people receiving support to share their views where appropriate.
  • Handle your personal information responsibly and in accordance with applicable data protection law and our privacy policies.

Keep you informed and listen to your views

  • Provide clear information about your accommodation, support, charges and any important changes that affect you.
  • Listen to your views, concerns and feedback and explain how these will be considered.
  • Involve you, where appropriate, in decisions about your support and in reviewing your support plan.
  • Explain how to make a complaint, provide feedback or ask for a decision to be reviewed.
  • Your responsibilities

    Treat staff, neighbours, visitors and other people with respect.

    Follow the terms of your tenancy, licence, occupancy or support agreement.

    Pay rent and any applicable service charges using the agreed payment arrangements.

    Report repairs, hazards, damage or safety concerns as soon as possible.

    Allow reasonable access for inspections, repairs and safety checks where proper notice has been given, except in an emergency.

    Take reasonable care of your accommodation and any shared areas.

    Tell us about significant changes that may affect your accommodation, support or payments.

    Raise concerns as early as possible so that we can try to resolve them with you.