Your Tenancy - Rights and Responsibilities
Your tenancy agreement is a legal contract between you and Winchester City Council.
It sets out:
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Your rights as a tenant
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Your responsibilities
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What you can expect from Housing Services as your landlord
This page explains your tenancy conditions and how we will work with you to help you keep your home.
Our Housing Services team manages tenancies in line with our Tenancy Policy, tenancy agreements, and relevant housing legislation.
On this page
- Our responsibilities as your landlord
- Tenancy breaches and enforcement
Your tenancy agreement
Your tenancy agreement is a legal document that explains the terms and conditions of your tenancy.
As a new tenant, you will usually start with an Introductory Tenancy. This is a 12-month probationary period.
If your tenancy is managed successfully, you will move to a Secure Tenancy, which is a lifetime tenancy.
Existing Secure or Assured tenants who transfer internally, or move from another registered landlord, will usually start on a secure tenancy.
When you sign your tenancy, you agree to follow the conditions in your agreement.
What we will do
Our Housing Services team will:
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Explain your tenancy at sign-up
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Provide a copy of your agreement
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Answer any questions you have
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Complete a new tenant visit within 6 weeks of your tenancy starting
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Complete a 9-month tenancy review for Introductory tenants
If you no longer have a copy of your agreement, you can request one by emailing housingtenancy@winchester.gov.uk.
Your rights
As a council tenant, you have the right to:
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Live in your home without unnecessary interference
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Be treated fairly, respectfully and without discrimination
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Receive services that meet legal and regulatory standards
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Have your personal data handled in line with data protection law (visit our Privacy Policy page to learn more)
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Report concerns and receive a response
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Request permission for certain tenancy changes
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Take in lodgers and sublet part of your home (with permission where required)
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Buy your home, subject to conditions
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Make a complaint if you are unhappy with our service (link)
Your rights are protected by law, including the Housing Act 1985 (as amended by the Localism Act 2011) and regulatory standards.
Our responsibilities as your landlord
As a landlord, we will:
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Respect your right to quietly enjoy your home without unnecessary interference
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Provide an out-of-hours service for emergency repairs to ensure your safety and protect the property
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Keep the structure, exterior and essential services (including gas, electricity, water, heating and sanitation) in good repair (visit our Fire and Building Safety page to learn more)
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Meet all legal and regulatory requirements for building and resident safety, including gas, electrical, fire and other statutory safety checks
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Carry out planned and cyclical inspections to monitor the condition of your home
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Inspect and maintain estates and communal areas to ensure they are safe, clean and well-managed
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Respond to repair requests within published timescales and keep you informed
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Maintain accurate records about your tenancy, property condition and safety compliance
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Consult with you where required on changes that affect your tenancy, home or services (Visit our Get Involved page to learn more)
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Provide clear information about services, responsibilities and how to access support
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Work with partner agencies where appropriate to support your tenancy and wellbeing
We deliver our responsibilities in line with legal requirements and the standards set by the Regulator of Social Housing.
Read more about the Decent Homes Standard.
Read more about the Housing Health and Safety Risk System.
Your responsibilities
You must comply with the conditions of your tenancy agreement.
These responsibilities help you keep your home and support safe, well-managed communities.
You must:
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Pay your rent and any other charges in full and on time
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Live in the property as your main and only home (learn more about Tenancy Fraud)
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Keep your home and garden clean, safe and in a reasonable condition
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Treat your neighbours, visitors and council representatives with respect
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Allow access for inspections, repairs and safety checks when required
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Make sure that members of your household, visitors and pets do not breach tenancy conditions
You are also expected to:
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Tell us about any changes to your circumstances or household
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Report repairs or concerns as soon as possible
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Work with us and other services where support is offered
If you're finding it difficult to meet any of these responsibilities, contact Housing Services as soon as possible.
We can offer advice, support and help you access other services where appropriate.
If tenancy conditions are not met, we will take action in line with our policies. The action we'll take will be fair, proportionate and based on the circumstances, and may include offering support to help you resolve the issue.
Paying your rent
You must pay your rent in full and on time.
If you fall behind:
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You may build up rent arrears
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We may take action to recover the debt
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Your tenancy could be at risk
If you're struggling to pay your rent, contact Housing Services as soon as possible.
We can:
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Provide advice
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Refer you to support services
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Help you access benefits or financial support
Living in your home
You must:
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Live in the property as your main home
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Not sublet the whole property without permission
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Not leave the property empty for long periods without telling us
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Tell us about any changes to your household
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Get permission before making changes to your home
Tenancy fraud, such as unlawful subletting, is a serious offence and may lead to legal action.
Learn more about reporting tenancy fraud.
Read the Tenant's Handbook to learn more about subletting permission.
Looking after your home
You are responsible for keeping your home in a good condition and helping to maintain a safe and well-managed environment.
You must:
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Keep your home and garden clean, safe and in a reasonable condition
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Dispose of household waste responsibly and use the correct facilities
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Report repairs and maintenance issues as soon as possible
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Be available and provide access for required safety checks and inspections
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Take reasonable care to avoid damage to the property, fixtures and fittings
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Make sure pets are properly managed and do not cause damage or nuisance
Taking care of your home helps prevent larger problems and ensures it remains safe for you and your household.
If damage is caused by neglect, misuse, or failure to report issues, you may be responsible for the cost of repairs. Visit our Repairs responsibilities and recharges page to learn more.
If you are unsure about your responsibilities or need support, contact Housing Services for advice.
Respecting your neighbours
Respecting the people around you and contributing to a safe and peaceful community is an important part of your tenancy.
You must not:
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Cause nuisance, disturbance or anti-social behaviour
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Allow members of your household or visitors to behave in a way that causes problems
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Use your home for illegal or criminal purposes
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Cause parking issues that affect others or breach local restrictions
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Allow pets to cause nuisance, noise, damage or mess
We recognise that some differences in lifestyle are normal. However, if a tenant's behaviour has a persistent or serious impact on others, we will need to address it.
Housing Services will investigate reports and take action where tenancy conditions are breached. We will always aim to resolve issues early and fairly, while supporting those affected.
Learn more about anti-social behaviour and hate incidents.
Visit our Community Safety pages.
Access and safety checks
You must allow access to your home for essential inspections, repairs and safety checks. These include:
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Gas safety checks
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Electrical inspections
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Fire safety checks
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Tenancy visits and property inspections
These checks are a legal requirement - they're essential to ensure your safety and the safety of your household and neighbours.
We'll always try to arrange appointments at a reasonable time and give appropriate notice where possible.
Refusing or repeatedly failing to provide access may put people at risk and may result in action being taken in line with your tenancy agreement.
Tenancy breaches and enforcement
A tenancy breach occurs when the conditions of your tenancy agreement are not followed. Examples include:
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Rent arrears
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Anti-social behaviour
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Criminal activity
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Tenancy fraud
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Refusing access for required checks
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Neglecting or damaging the property
What we will do
Housing Services will:
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Listen to concerns and gather relevant information
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Assess the situation, including risk, vulnerability and impact
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Investigate in a fair, consistent and evidence-based way
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Take proportionate action in line with policy and legal requirements
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Offer support and work with other services where appropriate
Early resolution
Where possible, we will aim to resolve issues at an early stage. This may include:
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Advice and guidance
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Mediation or informal resolution
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Agreements to improve behaviour
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Referrals to support services
Formal action
If issues continue, are serious, or pose a risk to others, we may take formal action. This can include:
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Tenancy warnings
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Formal notices
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Legal action, including injunctions or possession proceedings
Any action we take will be proportionate, based on evidence, and reflect the seriousness of the situation.
Our approach is to resolve issues early, protect communities, and support tenants to sustain their tenancy wherever possible.
Complaints and feedback
If you're unhappy with our service, you have the right to make a complaint.
You can complain:
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Online through our complaints form
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By phone: 01962 848 400
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By writing to:
Winchester City Council
Colebrook Street
Winchester
SO23 9LJ
If you're not satisfied with our response, you can escalate your complaint through our complaints process.
If you remain dissatisfied after completing the process, you can contact the Housing Ombudsman.
Our commitment
Housing Services is committed to:
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Treating tenants with fairness, dignity and respect
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Providing clear, accessible and consistent information
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Making lawful, proportionate and evidence-based decisions
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Supporting tenants to sustain their tenancy
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Resolving issues at the earliest possible stage
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Working with partners to deliver effective housing services
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Learning from feedback and complaints to improve our services
We follow the standards set by the Regulator of Social Housing and aim to provide safe, well-managed homes and communities across the Winchester district.