| Front Cover | 1 |
| Message From The Chair | 3 |
| Get in Touch | 5 |
| Welcome to Waverley Housing | 7 |
| About Waverley Housing | 8 |
| Waverley Housing Board | 9 |
| Table of Contents | 10 |
| Section 1 - Service Standards | 11 |
| Section 2 - Your Tenancy | 17 |
| Section 3 - Managing Information | 27 |
| Section 4 - Customer Participation | 31 |
| Section 5 - Repairs and Maintenance | 35 |
| Repairs and Maintenance | 35 |
| Who is Responsible for What? | 37 |
| Repair Response Times | 39 |
| How to Report a Repair | 41 |
| What happens once a repair is reported? | 41 |
| What happens after a repair is completed? | 42 |
| Out of Hours Emergency Repairs Service | 42 |
| Planned Maintenance | 42 |
| Tenant Alterations | 43 |
| Medical Adaptations | 43 |
| Gas Servicing | 44 |
| Burst Pipes | 44 |
| Insurance | 45 |
| Section 6 - Your Rent Account | 47 |
| Section 7 - Other useful Contact Information | 53 |
| Back Cover | 56 |