Residents

Residents

Welcome to the Residents section. Here you can find information about your home, tenancy, repairs and services, or get help with anything you need as a Zen resident.

A father and his young daughter unpacking a box of toys in a new home

Everything else you may need, whichever kind of home you have

I am concerned about someone’s safety

If you are worried that a child, young person or adult may be experiencing abuse, neglect or harm, you should report your concern.

What safeguarding means

Safeguarding means protecting children, young people and adults who may be at risk from abuse, neglect or harm. Safeguarding is everyone’s responsibility, and concerns should be reported so that the right organisations can assess what action may be needed.

Who to contact

If you are concerned about a child or young person, contact your local authority’s children’s social care team.

If you are concerned about an adult who may be at risk, contact your local authority’s adult social care or safeguarding team.

Our safeguarding policies

You can read more about how we approach safeguarding in our Safeguarding Adults Policy and our Safeguarding Children and Young People Policy.

I want to report anti-social behaviour

You have the right to enjoy your home and feel safe in it. You should not be subjected to anti-social behaviour (ASB) or crime.

What anti-social behaviour is

Anti-social behaviour can take many forms, from persistent nuisance to serious harassment or threatening behaviour. It includes conduct that causes, or is likely to cause, harassment, alarm or distress, or nuisance or annoyance connected with someone’s home.

Examples can include persistent or excessive noise, harassment, threats or abusive behaviour, damage to property, criminal activity, hate-related behaviour and domestic abuse.

If you are experiencing anti-social behaviour, please report it to our customer service partner, Pinnacle, through the Ark app.

It is important to acknowledge that your neighbours’ differing lifestyles, routines and habits can lead to tensions, disagreements or clashes. However, these are not always anti-social behaviour.

Things that would not normally be considered anti-social behaviour include:

  • Babies crying
  • Children playing
  • Cooking smells
  • One-off parties, BBQs and bonfires
  • Different lifestyles, routines or cultural practices
  • Noise owing to poor sound insulation

Where it is safe and appropriate to do so, talking calmly to your neighbour may sometimes help resolve everyday disagreements before they become more serious. However, you should not approach someone if you feel unsafe or threatened.

Report anti-social behaviour

If you are experiencing anti-social behaviour, please report it to our customer service partner, Pinnacle, through the Ark app. Please provide as much information as you can about what has happened, including dates and times where possible.

What happens next?

Pinnacle will consider the information you provide, assess any risks or vulnerabilities and decide what action may be appropriate. Depending on the circumstances, this could include working with you to resolve the issue, mediation, working with the police or local authority, or taking other appropriate action.

Our Anti-Social Behaviour Policy

You can read more about how we respond to reports of anti-social behaviour, the action we may take and how we work with other organisations in our Anti-Social Behaviour Policy.

Transparency and information

We want residents to be able to understand how we make decisions, how we are performing and how the services that affect their homes are managed.

The Social Housing (Regulation) Act introduced new requirements around access to information, often referred to as STAIRs, the Social Tenant Access to Information Requirements.

We meet these requirements by making relevant information available throughout our website, including information about:

  • our Board and governance
  • our performance
  • complaints and what we learn from them
  • our policies
  • repairs and other housing services
  • rents and service charges
  • health and safety
  • how residents can help shape our services

Rather than keeping all of this information in one place, we publish it in the part of the website where it is most useful and relevant. You can use the search bar at the top of the website to help find the information you need.

Our website also includes an accessibility tool which can help make information easier to read and use, including changing text size and contrast and providing other accessibility options.

If you cannot find what you need

If there is information you cannot find, or you need it in a different format, you can ask us for it.

In some cases we may need to redact or withhold information, for example where it contains personal, confidential, commercially sensitive or legally protected information. If we are unable to provide information you have requested, we will explain why and tell you how you can ask us to review that decision.

The policies behind this