Housing services and tenant information
Information about Harbour Light's landlord services, how to use them and where to get help with your home or tenancy.
Class 5 — Housing services · Harbour Light Assisted Living CIC · RSH Registration No. 4791
At a glance
Harbour Light is responsible for your tenancy, home and landlord services.
Repairs can be reported to Harbour Light through its repair service.
You can contact Harbour Light directly. You do not have to contact us through your Support Company.
Your landlord
Harbour Light Assisted Living CIC is your landlord and a private registered provider of social housing. Harbour Light manages the housing and landlord functions associated with your tenancy and home.
Your tenancy
- Tenancy management.
- Landlord decisions.
- Changes affecting the tenancy.
Rent and service charges
- Rent information.
- Service-charge information.
- Housing Benefit matters connected with the tenancy.
Your home
- Repairs and maintenance.
- Inspections and adaptations.
- Landlord-controlled communal areas and facilities.
Safety
- Property compliance.
- Landlord safety responsibilities.
- Reporting defects and hazards.
Problems affecting your tenancy
- Anti-social behaviour.
- Tenancy breaches.
- Safeguarding concerns affecting the landlord role.
Complaints and feedback
- Complaints and feedback.
- Tenant communication.
- Tenant engagement.
Harbour Light and your Support Company
Harbour Light does not commission or pay for tenants' care or support. Care and support are independently commissioned, normally by Local Authorities and/or NHS bodies.
Harbour Light — your landlord
Harbour Light provides the housing and landlord services associated with your tenancy.
Our role includes intensive housing management designed to help tenants maintain their homes and sustain their tenancies. This includes managing repairs and maintenance, property and building safety, rent and service charges, tenancy matters, anti-social behaviour and other issues relating to the management of your home.
We also provide tenancy sustainment assistance where housing-related issues could put a tenancy at risk. This can include helping tenants understand their tenancy responsibilities, addressing problems affecting the condition or use of their home, working with tenants to resolve tenancy difficulties, and liaising with relevant organisations where this is appropriate.
Many Harbour Light tenants also receive care or support from an independent Support Company. These services are separately commissioned and are not provided by Harbour Light. Support Company staff may help tenants communicate with us or report housing issues, but Harbour Light remains responsible for its decisions and duties as landlord.
- Manages repairs from report to completion.
- Makes decisions about repair priority, contractor appointment and the scope of work.
- Sets rent and service charges.
- Makes tenancy-management and enforcement decisions.
- Handles complaints about Harbour Light.
- Makes landlord decisions about adaptations and property suitability.
Your Support Company — care and support
Your Support Company may also help with practical housing matters, for example:
- helping you explain or report a repair;
- reporting communal or property defects;
- helping arrange access for contractor appointments or reminding you about them;
- accompanying contractors; and
- assisting with communication with Harbour Light.
This is not an exhaustive list.
You may contact Harbour Light directly. You do not have to communicate with Harbour Light only through your Support Company.
Repairs and emergencies
Harbour Light is responsible for managing landlord repairs. Repairs are recorded and managed through Fixflo.
Tenants may report repairs directly. Support Company staff may assist where this is useful or necessary.
Rent and service charges
Harbour Light provides information about rent and service charges. Property-level Rent & Service Charge Breakdowns show the annual calculation and relevant service-charge elements.
You can ask Harbour Light to explain your rent or service-charge information. Housing Benefit administration may involve Harbour Light working with the relevant Local Authority.
Your tenancy
Harbour Light can deal with landlord matters concerning:
- tenancy terms and responsibilities;
- access required for landlord repairs, inspections or safety work;
- requests to make changes to the home;
- tenancy breaches;
- changes affecting the tenancy; and
- ending a tenancy.
Adaptations and changes to your home
If you think you need an adaptation or physical change to your home, contact Harbour Light so the request can be considered.
- A tenant, representative or Support Worker may raise the request.
- Harbour Light considers the landlord and property implications.
- An Occupational Therapist or other professional assessment may be needed.
- Local Authority Disabled Facilities Grant or other funding may be relevant in some cases.
- The safety and longer-term suitability of the property will be considered.
Each request is considered individually; an adaptation cannot be guaranteed.
Safety, damp, mould and hazards
Tell Harbour Light promptly if you are concerned about a defect, damp, mould or another hazard in your home.
Harbour Light manages relevant landlord safety and compliance responsibilities, including areas such as:
Problems, safety and wellbeing
Anti-social behaviour
You may report behaviour affecting your tenancy, home or neighbourhood to Harbour Light. Harbour Light makes landlord decisions about tenancy enforcement.
Please contact Harbour Light for the current policy and further information.
Domestic abuse
Tenants may contact Harbour Light directly where domestic abuse affects their housing, tenancy or safety.
Harbour Light can work with relevant Support Companies, commissioners, Local Authorities and other agencies as appropriate to its landlord role. Harbour Light does not provide specialist domestic-abuse support.
Call 999 in an emergency.
Safeguarding concerns
Harbour Light will consider safeguarding concerns that affect its landlord and housing-management responsibilities and will work with appropriate agencies where necessary.
Complaints
If you are unhappy with a Harbour Light landlord service, you can make a complaint directly to Harbour Light.
The complaints page includes information about Harbour Light's complaints process and the Housing Ombudsman route.
Make a complaint and view complaints information
A STAIRs publication review is different from a normal complaint. It is specifically for concerns that Harbour Light has not published information it holds under Chapter 1.
Having your say
Tenants can give Harbour Light feedback about landlord services. You can raise your views directly or with help from a representative, advocate or Support Worker.
Harbour Light considers tenant views when reviewing landlord services and information.
Read the Tenant Involvement, Empowerment and Engagement Policy (PDF)
Need help using a Harbour Light service?
If you need information in another format, help understanding it, or a reasonable adjustment when contacting or using a Harbour Light landlord service, please tell us.
You may ask a representative, advocate or Support Worker to assist you.
Emailhello@harbourlight.org.uk
Telephone0151 909 5919
PostHarbour Light Assisted Living CIC71 Linacre Road
Litherland
Merseyside
L21 8NP
Tenant Handbook and further guidance
Harbour Light is preparing updated tenant guidance. Current information about landlord services is provided on this page and through the service links above.
Further approved tenant guidance will be added here when available.
Return to STAIRs
Class 5Housing services
Back to Access to Information (STAIRs)Last reviewed: 10 September 2026.