What is the Charter of Rights?
Our Charter of Rights sets out, in plain language, the rights every Solace Housing tenant has and the standards of service we commit to. It sits alongside your licence or tenancy agreement and your support plan.
Why it matters
Knowing your rights helps you feel safe, speak up and get the most from your home and support. It also holds us to account: if we fall short, the charter explains what you can do about it.
Your rights at Solace Housing
A safe, decent home
Your home will be clean, secure, well maintained and meet all safety standards, with repairs dealt with promptly.
Dignity and respect
You will be treated fairly and without discrimination, and your culture, beliefs and choices will be respected.
Privacy and confidentiality
Your personal information is kept secure and only shared with your consent or where the law requires it.
Support that fits you
A named key worker and a support plan written with you, reviewed regularly and centred on your goals.
A voice
You can give feedback, join tenant meetings and help shape how Solace Housing is run.
To complain and be heard
You can raise a concern or complaint at any time, without it affecting your home or support.
Charter documents
Ask your key worker if you'd like a printed copy, a different format or a translation.
Feel your rights haven't been respected?
Talk to us, or see our complaints process.
How do I report a repair?
Use the Report a repair page, or speak to your key worker. For emergencies, call us straight away.
Who can I talk to if I am unhappy?
Speak to your key worker or any member of staff. You can also make a formal complaint. See our complaints process.