Tenants

We’ll always have your back.

Report a maintenance issue

Helping you flourish, not just survive

At Bercleys Properties, finding and managing new properties for tenants is central to what we do. Helping people flourish in their new home is fundamental to who we are.

Because we manage properties on behalf of local authorities and private landlords, we understand that being a tenant can sometimes feel like you have little control over what happens to your home. That’s why we never forget: it’s your home, a place that should provide security, belonging, and contentment, regardless of who owns it.

Our housing team is here 24/7 to respond to any concerns you may have, whether maintenance issues, worries about anti-social behaviour, or anything else that might affect your wellbeing in a Bercleys-managed property. We want you to know: if you’re with Bercleys, you’re always in the safest of hands.

Meet your team

Maintaining your home

If your heating stops working, a pipe bursts, or another major issue arises, our fully prepared team of tradespeople will respond quickly to put it right.
We believe speed of service and quality of repair are equally important. Using high-tech job tracking systems, we make sure no one falls through the cracks or gets lost in a cycle of admin. You report a fault, we fix it, without fuss or drama.

Maintenance

We make sure every property meets an acceptable decorative standard, managing issues such as damp or condensation, and maintaining interiors and exteriors in full accordance with landlord obligations and relevant local authority standards.

Utilities

We handle boiler, heating, and electrical issues, ensure carbon monoxide and smoke alarms are in place, and issue all relevant safety certificates to keep your home compliant and safe.

Antisocial behaviour

We respond to reports of unacceptable noise levels, tenant harassment, and unruly neighbour behaviour, ensuring your living environment remains respectful and safe.

Housing assistance

We work with local charities and support groups to provide additional help where needed, supporting mental wellbeing and adapting properties for tenants with physical disabilities.

Every one of our properties meets or exceeds the Government’s Decent Homes Standard (DHS).

Quick tenant housing FAQ

We’ve answered some of the most common questions below. If yours isn’t listed, please contact us directly or log in to the Tenant Portal if you are registered.

If you are facing homelessness, your first step should be to contact your local authority, as they have a duty of care to support you. Once referred to us, we will work with them to secure safe, suitable accommodation.

Rent should not be withheld without formal agreement. We recommend continuing to pay your rent to avoid legal action, while raising repair issues through the proper complaints process. If your property is managed by Bercleys, we will ensure your concerns are logged and addressed promptly.

Mutual exchanges or tenant swaps are handled directly by your local authority or housing association. We recommend contacting them first to confirm eligibility and next steps. 

Yes. While the Tenant Portal is the fastest way to log and track issues, you can always contact our housing team directly by phone if you are unable to use the system

Contact us as soon as possible so we can discuss your situation in confidence. We will work with you and, where appropriate, your local authority to explore solutions before arrears build up 

Report an issue

We’re sorry if you’re experiencing a fault or maintenance issue with your home. We aim to
get someone on site without delay.

If you’re a registered tenant:

Please log in to the Tenant Portal to report and track your issue.

Log in
If you’re not registered:

Contact us directly, and our housing team will raise the issue for you.

Register Now

Campaign Terms

Bercleys Website Launch Donation Campaign – Terms

Promoter
This campaign is run by Bercleys Properties Ltd.

Campaign Period
The campaign runs from 01 March 2026 to 30 March 2026 at 23:59 UK time. Submissions received outside this period will not count.

Charity Partner
All funds raised through this campaign will be donated to Hackney Night Shelter (Hackney Doorways), a registered UK charity supporting individuals experiencing homelessness in Hackney.

Donation Mechanism
Bercleys will donate £1 for each verified unique submission made through the campaign form during the campaign period.

What counts as a verified submission
A verified submission means a genuine, individual entry which:

  • contains valid contact details
  • is not a duplicate
  • is not automated, fraudulent, or abusive

Bercleys reserves the right to exclude submissions it reasonably believes do not meet these criteria.

Live total display
The live total shown on the website reflects verified submissions recorded by our system and may update periodically rather than in real time.

Donation payment
The final donation total will be calculated after the campaign closes and will be donated in full to Hackney Night Shelter (Hackney Doorways). Confirmation of the donation will be published on this page or on the Bercleys website.

No purchase required
Participation is free and no purchase or payment is required.

Use of personal data
Personal information provided is used only to validate submissions, prevent duplication, and administer the campaign, in accordance with our Privacy Notice.

Liability
Bercleys reserves the right to amend, suspend, or withdraw the campaign if necessary due to technical issues, fraud, or circumstances beyond its reasonable control.

Governing law
These terms are governed by the laws of England and Wales.

Privacy Notice – Campaign Submissions

Bercleys Properties Ltd collects your name, email address, and phone number solely to:

  • verify your submission
  • prevent duplicate or automated entries
  • administer this Hackney Night Shelter donation campaign

We do not use this information for marketing unless you separately opt in.

Your data is stored securely and retained only for as long as necessary to complete the campaign and verification process.

You have the right to request access to or deletion of your personal data at any time.

For full details, please see our main Privacy Policy or contact us at: reception@bercleys.com

Wilson’s Story

When Wilson first entered Temporary Accommodation, he found himself placed miles away from everything that grounded him. His room was in Woolwich; his family, support network, and entire sense of home were in Hackney. What should have been a short-term placement became a long stretch of isolation. For someone known for lifting the mood of an entire room with his smile, this period was profoundly difficult. Wilson described feeling disconnected, lonely, and unsure how to move forward.

When Bercleys acquired the property in which Wilson was living, our team took the time to speak with him and understand his situation properly. It became clear that the distance from Hackney had taken a real emotional toll. Wilson had been trying to hold things together on his own, but what he needed was stability, proximity to his family, and the chance to rebuild his life in an area he actually recognised as home.

One evening, Wilson reached out to his property manager and simply asked whether there was any way he could return to Hackney. He explained that he was willing and able to sustain a tenancy, but he needed to be closer to the people who mattered to him.

From there, our team worked alongside Wilson to identify a suitable and affordable home back in Hackney. We guided him through the process, ensured his needs were heard, and supported him at each step. Within a short period, Wilson moved into his own flat in the borough he grew up in – a place where he could reconnect with family, rebuild his routine, and get back to feeling like himself.

Today, Wilson is settled, thriving, and living independently in Hackney. He is close to his support network again, and importantly, he is no longer in Temporary Accommodation or reliant on public funding. What began as a situation of isolation has become a story of genuine stability, dignity, and a return to community.

Wilson often says that being brought back home gave him more than just a tenancy – it gave him his life back.

December 2024