These guidelines are designed for the safety and welfare of all clients and their children. They form part of tenancy responsibilities and must be adhered to. Life may need to change the content from time to time but will always consult with clients first. 

Personal possessions

• Clients belongings are not covered by Life’s insurance.
• Clients are strongly advised to arrange their own insurance for valuables. 
• Life cannot be held responsible for loss or damage to personal items while living in the property.

• A TV licence is required if you watch live television or use BBC iPlayer.
• Streaming services such as Netflix do not require a licence.
• More information: TV Licence – GOV.UK 

Waste & Recycling

• You are responsible for removing bulky waste from your room, including donated items. If left behind, removal costs will be charged to you under the re-charge policy.
• You must take kitchen bins out weekly.
• Bin collection days vary between Life houses, you will find your bin collection days in your house compliance folder.

Furnishings

• Life houses are fully furnished.
• Permission must be obtained before bringing in any other furniture into the property.

Wifi

• Wi-Fi is available at the house for staff use, and you’re welcome to connect as well. Please note that this is a complimentary service and not included in your rent package.
• Occasionally, you may experience slower internet speeds - thank you for your patience and understanding at these times.
• You can find the wifi access codes in the house compliance folder

Utilities

• You can find the locations of the fuse box, gas box and water stopcock in the house compliance folder

Fire safety

• Fire alarms are tested weekly by Life staff. No action is required from you during testing.
• Fire drills are mandatory for all residents, children, and visitors and take place at least twice a year.
• Fire doors must remain closed at all times – they can delay fire spread by up to 30 minutes.
• Candles and plug-in air fresheners are not permitted in any parts of the house 
• Do not overload electrical sockets. 

If there’s a fire

• Never attempt to tackle a fire yourself. 
• Stay calm, act quickly, and raise the alarm. 
• Wake children if necessary.
• Do not stop to investigate or collect valuables. 
• If smoke is present, stay low to the ground. 
• Check doors with the back of your hand before opening. 
• Evacuate immediately and call 999 once outside. 
• Remember: Get out. Stay out. Call 999. 
• You can find your fire assembly point in the house compliance follder

If You Cannot Escape

• Stay in the safest room with a window. 
• Call 999 and alert the fire service to your location. 
• Block gaps under doors with towels or bedding. 
• Shout “HELP FIRE” from the window. 
• Stay low if smoke enters the room. 
• Follow the Fire Action Notice displayed in communal areas. 

Safeguarding

Life charity’s safeguarding commitment is to ensure the safety, dignity, and wellbeing of everyone who comes into contact with its services, including clients, children, staff, and volunteers.

If you have any safeguarding concerns please raise them to any staff or by contacting safeguarding@lifecharity.org.uk  

Please see the client portal for further information and guidance on safeguarding policies  

On-Call Service – please note this does not accept texts or whats app messages 

Life on call number: 07767870056

Emergency Situations 

• Break-in: Call police, then notify on-call. 
• Serious accident/ incident: Dial 999 or 111, then contact on-call. 
• Unwanted visitors/partner entry: Call on-call team or 999 if you feel unsafe.
• Going into labour: Call the labour ward and follow instructions. 
• Fire alarm: Evacuate and call fire brigade (999). If accidental, reset panel following instructions. 
• Heating failure: Check thermostat/boiler. If unresolved, call on-call. 
• Water leak: Turn off main supply and call on-call. 
• Locked out: You are responsible for your keys. Locksmith costs are not covered. Contact on–call team regarding a spare key or access.
• Gas leak: if you smell gas–  contact 0800 111 999 (Northern Ireland – 0800 002 001)and call the on–call team.

Non-Emergency Situations

Report the following the next day to your Support Worker or Area Services Coordinator: 

• Broken furniture 
• Light bulb failure 
• Minor safety hazards 
• Pests (insects/vermin) 
• Blocked toilet (unless it’s the only usable one) 
• Power failure (check fuse box first; if local area fault, wait for supply to resume) 
• Minor health concerns (call 111 if needed) 
• Minor accidents (use first aid box, record in accident book, inform Support Worker) 
• Appliance issues (washing machine, fridge/freezer, oven – use alternatives until repaired) 

Cleaning of Communal Areas 

A rota ensures shared spaces remain clean, safe, and fair for all. 

• Tasks include: 
  • Kitchen: wipe counters, clean sinks, mop floors, empty bins, clean appliances.
  • Bathrooms: scrub toilets, sinks, showers, mop floors. 
  • Living room/common areas: dust, vacuum/mop, tidy clutter. 
  • Hallways/stairs: sweep, mop, vacuum. 
  • Bins/recycling: empty and replace liners. 
• Rotas rotate weekly. Missed turns must be caught up or swapped. 
• Monthly deep-clean tasks may include oven cleaning or fridge defrosting. 
• Life will purchase some communal cleaning products each month but you are responsible for purchasing your own.  

Please note we do not allow the use of bleach in the properties