New Customer Promise

When you move into your new home, Cornwall housing Ltd (CHL) will make sure it is safe, clean, everything is working and it is ready for you to decorate.

We will ensure that:

Health, Safety and Security

  • gas and electric supplies are safe
  • your home will have a valid energy performance certificate
  • there is at least one smoke alarm fitted in working order (and carbon monoxide detector dependant on service provision)
  • replacement locks have been fitted
  • there is no damp, mould or structural fault that will affect your safety
  • external doors, windows and their fittings are sound and lock properly (if applicable)
  • floors are safe with floorboards free from rot
  • stairs and rails are secure and safe

Heating and plumbing

  • heating and plumbing is safe and operating correctly
  • you will be shown where your stopcock is and how your boiler operates
  • there will be an electrical point to connect your cooker to, or a working, serviced gas supply


  • kitchen units are sound and worktops are sanitary
  • the bathroom is clean, with working toilet, cistern, basin, taps and a shower or bath
  • walls and ceilings will be prepared to enable decoration by you


  • footpaths (managed by CHL) will be safe
  • boundary walls, fences and gates will be marked and safe
  • gardens will be free from rubbish and grass/shrubs cut to a level where you can maintain them
  • roof coverings, gutters and downpipes will be sound and watertight


  • no belongings will remain from the previous tenant (unless you have agreed to keep them)
  • carpets and other floor coverings will be retained where possible (as long as they are clean, visually assessed as free of fleas/mites)
  • baths, sinks, showers, toilets and worktops will be cleaned and all rubbish removed

Please see our new let standard leaflet for information about what standard to expect when you move into your new home.