This is your home. We're here to help you thrive in it.
Whether you've just moved in or you've been with us a while, everything you need — a repairs line, your keyworker, ways to feed back, and the small print in plain English — lives here.
Need urgent help?
If you or someone in the property is in immediate danger, always call 999 first. For urgent Millpond support, our team answers day and night.
Our promises to you
Three things every Millpond resident should be able to count on — every day, in every property.
A safe, decent home
Warm, secure, in good repair, and meeting every legal standard. If it isn't, tell us — we'll fix it.
Real support, no judgement
A named keyworker who knows you, listens, and helps you move towards the goals you set — not ours.
A voice that counts
Resident feedback shapes how we work. Every complaint gets a written response within ten working days.
What we can help with
Ask about anything below. If we can't help directly, we know a trusted partner who can.
Repairs & maintenance
Report online, by phone, or through your keyworker. Emergencies attended within 24 hours; routine repairs within 10 working days.
Rent & housing benefit
Help setting up your rent account, applying for Universal Credit or Housing Benefit, and understanding what you owe.
Life-skills coaching
Budgeting, cooking, managing bills, digital confidence — practical sessions built around what you actually need.
Health & wellbeing
Registering with GPs and dentists, mental health referrals, and connecting with drug, alcohol or domestic-abuse services.
Work & training
CV help, interview practice, links to local employers, apprenticeships and training providers.
Community activities
Weekly drop-ins, group meals, seasonal trips and volunteering — take part when it suits you, or don't.
Your first month with us
A gentle, structured start — so you always know what comes next.
Welcome visit
Before you move in we walk the property with you, check everything works and hand over the keys, meters and Wi-Fi details.
Meet your keyworker
In your first week we sit down together to understand what you need — from benefits paperwork to health appointments.
Your support plan
Within 14 days we agree a simple, written plan: what you want to work on, what we'll do, and when we'll check in.
Settling in
First-month check-in, help registering with a GP or school, and introductions to any local groups you want to try.
Moving forward
Monthly key-work sessions, quarterly reviews, and a clear path towards more independent housing when you're ready.
Reporting a repair
Tell us as soon as you notice something. You can call, email, use the form on our contact page or catch your keyworker in person. Here's how quickly we aim to respond.
- Emergency (24 hours)No heat or hot water in winter, major leak, no power, broken lock, gas smell.
- Urgent (5 working days)Blocked drains, leaking taps, faulty smoke alarms, minor electrical faults.
- Routine (10 working days)Kitchen or bathroom fittings, plaster damage, general joinery, redecoration issues.
- Planned (agreed date)Boiler replacement, window renewals, larger kitchen or bathroom work.
Your rights as a Millpond resident
Plain-English promises — we hold ourselves to every one of them.
The right to a safe home
Every home meets the Decent Homes Standard. Faulty heating, damp or safety issues get treated as emergencies.
The right to be treated fairly
We follow the Equality Act and our own Dignity Charter. Discrimination in any form is investigated and stopped.
The right to clear information
Rent statements, tenancy agreements and support plans written in plain English — and translated on request.
The right to complain
A named complaints officer, a written response within ten days, and escalation to the Housing Ombudsman if you're not happy.
The right to your data
We only share your information with your consent, or where the law requires. You can request a copy of anything we hold at any time.
The right to move on
When you're ready, we support your move into more independent housing — with a deposit, references and a warm handover.
I came into a Millpond flat after two years of sofa surfing. It sounds small, but having a front door with my name on it, and a keyworker who actually rings when she says she will, changed everything. I'm back in college now and my daughter's doing brilliantly at school.
You shape how we run our homes.
Every quarter we hold open feedback sessions in each region. We publish what we heard, what we're changing, and what's still not right. Two resident representatives sit on our board and vote on decisions that affect your home.
You don't have to wait for a meeting — call, email or drop in whenever you have something to say.
Ways to reach us
A real person, every time — however you get in touch.
Repairs, safeguarding and out-of-hours
Replied to within one working day
Drop in to any regional hub
Resident questions
The things we get asked most — with straight answers.
More for residents
Where to go next if you want to know how we work, or how to make your voice heard.
Our commitments to you
Safeguarding, complaints, resident voice and the standards we hold ourselves to.
Read moreSupported accommodation
How our keyworker teams help residents settle, stabilise and move forward.
Read moreGet in touch
Every phone number, email and drop-in address across our three regional hubs.
Read moreNeed to speak to someone today?
Call, email or drop in — a real person answers, day or night.