Choose a topic
- Find a Home
- Repairing & Maintaining your Home
- Pay your Rent
- Moving Home
- Buying your Home
- Changes to your Rent from April 2023
- Your Service Charge
- Homeowner Responsibilities
- Shared Ownership BE WEST
- Extending your Lease
- Staircasing
- Selling your Home
- Building Insurance Information
- Major Works & Section 20
- Estate Plans
- Customer Charter
-
Customer Handbook
- Your Customer Handbook
-
Repairs
- How do I report a repair
- How do I report a defect in my new home?
- Appointments
- Tenants repair responsibilities
- Landlord repair responsibilities
- How quickly will you deal with my repair?
- How do I report a communal repair?
- Which repairs are recharged to me?
- Who is responsible for the cyclical maintenance programme?
- How do I report an aid or adaptation to my home?
- What to expect from our repairs service?
- Delays in carrying out your repairs
- What compensation you can expect for service failure
- Monitoring our repairs service
- Contact us
- Confidentiality and data protection
-
Leaseholder hub
- Repairs hub
- Customer Portal – your online rent account
- How do I pay rent or service charges?
- Service Charges explained
- Your lease explained
- Your mortgage explained
- Property Maintenance and Alterations
- Major works and section 20 consultations
- All things insurance
- Safety in your home
- How can I move on?
- How can I own more of my property?
- Paying your rent
-
Your tenancy
- What is a Starter tenancy?
- What happens after the Starter Period?
- What is a Fixed Term tenancy?
- What being a tenant means
- Breaking a condition of your tenancy
- Moving into your new home
- Standards for your new home
- Ending my tenancy
- Notifying you of changes to my household
- Moving out
- Can I keep a pet?
- What should I do if a tenant dies
- Property maintenance
- Pest Control
- Cleaning, Gardening and Communal Services
- Areas outside of your home
- Safety in your home
- Domestic violence and abuse
- Antisocial behaviour and hate crime
- Get involved
- Feedback and complaints
- Moving on
- Money Management
- Building Safety
- Damp and Mould
- Home Contents Insurance
- Resident Voice
- Feedback and Complaints
- Anti-Social Behaviour & Hate Crime
- Our Performance
- Current Vacancies
What compensation you can expect for service failure
You may be able to claim compensation if:
- We fail more than once to deal with a repair within the timeframe
- We fail to keep an arranged appointment without giving you notice or a good reason
- We fail to finish a repair within four weeks of starting it (though if a repair highlights more serious problems, such as dry rot or damp-proofing, we may take longer than four weeks without having to pay you compensation)

About Shepherds Bush Housing Association
Part of The Guinness Partnership, we have more than 5000 home, throughout nine boroughs in west London