Great Places promote a positive customer and landlord relationship, built on a joint understanding of our expectations of customers and delivering on our own obligations and commitments. We are committed to excellent customer service, working with and alongside our customers to resolve issues and queries early to prevent obstacles and strive to maintain a positive relationship throughout your tenancy with us.
Our relationship with our customers goes two ways with responsibilities on both sides. We ask customers to take responsibility, with our support if needed, for looking after their home and respecting their neighbours, their community and our colleagues. Sometimes we need to step in or assist, when we do we will do things ‘with’ not ‘for’ our customers, providing the right level of support to empower customers to tackle issues themselves wherever possible.
Our relationship with our customers begins with the home. Which is why it’s important to set out what we expect from our customers and what you can expect from us as your landlord.
The policy supports the delivery of commitments in the Great Communities section of our Corporate Plan and ensures that our customers have the peace of mind which comes from knowing they can stay in their home for as long as they want to.
Our Tenancy Management Policy responds to the specific requirement set out in the Tenancy Standard to publish our approach to tenancy management and ensures that we issue tenancies that are compatible with:
This policy relates to our management of both Assured and Secured tenancies within our Neighbourhoods team. Any appeals from customers regarding decisions associated with this policy will be dealt with by the relevant management team.
Great Places has both statutory and contractual obligations relating to how we manage tenancies and our properties.
Equally, customers have certain obligations placed on them related to how they conduct their tenancies whist they’re living in one of our homes.
The policy outlines our approach, expectations and policy obligations in key areas relating to tenancy management. It ensures our customers are informed and understand what to expect from us.
Colleagues delivering our housing management functions require the business to clearly specify the parameters in which they can apply discretion when making decisions. This policy informs both colleagues and customers of our approach and policy framework across these key areas.
We aim to set out our high-level commitment to ensuring the peace of mind that comes with security of tenure and create sustainable tenancies in line with our corporate objectives.
Objectives of this policy are:
Great Places Service Delivery Framework and our patch-based service model promotes a positive two-way relationship with our customers. Responding to customer queries proactively, guided by tenancy obligations, housing law and our operating policies.
There are instances when we may decide that issues reported to us by customers as antisocial behaviour, such as noise, are not appropriate to be progressed through our Antisocial behaviour process and framework. This is particularly relevant with noise issues, where the nuisance is not associated with an individual’s behaviour. In these circumstances alternative interventions may be more appropriate to resolve the issue and prevent further impact between parties.
Where we feel we can investigate and resolve nuisance issues through positive interventions such as target hardening, or employing alternative methods to resolve complaints, we will work with our customers to explore solutions. These may include investing in measures to prevent the travel of sound, considering floor coverings, over boarding ceilings or walls, or other proactive solutions. Any provision will need to be individually assessed to ensure it is appropriate for the property and circumstances as well as cost effective.
Sometimes issues can arise when life styles clash, when an individual’s behaviour is not considered problematic and considered reasonable but disputes continue between parties. This does not mean that it isn’t causing a nuisance to someone else, but it does make it harder to find a solution. We will work with the parties involved to try and find a compromise and we will promote independent mediation services where it is appropriate to do so.
Where alternative methods have failed, we may consider a move as a last resort, or we may consider the dispute to have escalated to antisocial behaviour.
Your tenancy agreement is an important document as it’s the contract of terms between you, our customer and us as your landlord. We understand that sometimes our customers breach their tenancy terms without meaning to, or for some other reason without realising. Where we become aware of a potential breach of tenancy, we will investigate the circumstances and where possible work with customers to remedy the breach. However, this isn’t always possible and when a breach is considered severe or has a significant impact on others, we may need to consider enforcement action. That’s why it’s important for our customers to understand the terms of their tenancy agreement and abide by those terms. Where you feel a breach may have occurred, talk to us about it and we will work with you to consider options. In most cases we will be able to find a remedy that prevents action being taken against you.
Great Places recognise that pet ownership can be a rewarding experience bringing comfort and companionship to many of our customers. We understand that pets can become a big part of your family and household, being a positive influence your life and mental health. Therefore, where it is reasonable and appropriate we will generally accept animal ownership requests from our customers, but there are occasions when we may place restrictions on ownership.
You must request permission for keeping a pet in your home.
When might we decline permission?
In order to prioritise the welfare of both pets and the local community, we may refuse permission for pets to be kept in certain types of buildings and homes. Permission will be granted on a case-by-case basis, and will generally be applied as follows:
Working or support animals that are properly accredited will not be considered pets. These types of ownership will fall under specific discretion around making reasonable adjustments to any policy or tenancy agreement in place.
Generally, pets are not allowed in our Independence & Wellbeing properties.
When there are issues with pet ownership
Responsible pet ownership is crucial for the welfare of animals and the community in which they will be living. We will take a strong stance on animal welfare issues and enforcement.
Where Great Places suspect or is made aware of mistreatment we will work with statutory agencies to prevent animal welfare issues. This may include taking legal action against our customers who are pet owners to resolve the issue. We may request the removal of the pet to ensure its safety and welfare, or to prevent further impact on neighbours or the community. In more serious cases we may seek possession of a customer’s home.
Puppy farms
We do not permit puppy farm businesses in our homes. Where we have sufficient evidence, we will take enforcement action to prevent this activity in homes we manage.
Dangerous dogs
The Dangerous Dogs Act 1991, lists dogs that are banned and details restrictions placed on ownership of specific breeds. Where we are made aware of any dog listed in this legislation living or being kept in any of our homes, we will work with statutory agencies to ensure compliance and support partner action being taken for non-compliance. Where we need to, we may also take legal action against our customers who do not comply with the legislation. Action may include seeking possession of a customer’s home following a significant incident that involves either the community or our colleagues being placed at risk of harm.
Damage to property as a result of pets
Where pet ownership has caused damage to property including communal spaces, we reserve the right to recoup the cost of rectification from the pet owner. Where any re-charge is sought, non-payment may result in legal action including the option to pursue the debt through the smalls claims court.
In line with our repairs policy, our customers have a statutory responsibility to report repairs to us as soon as possible. However, it is important that customers are aware that where damage has been caused by a customer, their household or their visitor’s Great Places reserve the right to re-charge the cost of repair to the customer. This includes damage to the home, communal areas and items in the local community where we own the damage item, or hold responsibility for repairing the same.
We will advise you in advance whether a repair is rechargeable and we will discuss payment options with you. Where any re-charge is sought, non-payment may result in legal action including the option to pursue the debt through the smalls claims court.
Persistent or significant wilful damage may also amount to a breach of tenancy or contract, in which case we may consider possession proceedings against you.
Customers are not permitted to undertake any structural changes to their home. Where customers want to consider changes, they must contact us in advance to discuss their needs. It may be that we can find an alternative solution.
Great Places will take a strong stance on any structural changes that we identify, which includes any and all electrical work, plumbing, kitchen units and bathroom facilities. We will pursue our costs against you for returning the property to its original configuration and will take enforcement action for non-compliance. This may result in you losing your home. This also applies to customers erecting structures, lean-to, extensions or any other structural change without advance written permission from Great Places.
We understand that our customers may want to fit CCTV to their homes for security reasons.
Your tenancy agreement may already place restrictions on the use of CCTV, so it is always helpful if you check your agreement beforehand.
You will need to seek permission from us to fit CCTV to your home under the following circumstances:
Video doorbells
Great Places will generally accept customers fitting a video doorbell to the property, providing it doesn’t contravene another person’s right to privacy. This may be difficult in shared communal areas where fitting a video doorbell will record other customers within what is effectively an extension of their tenured premises.
General terms
It is your responsibility to ensure that both CCTV and video doorbells are compliant with data protection guidance and the fitment or use of these systems do not cause a nuisance to others.
Please note that CCTV and video doorbells are not permitted in our Independence & Wellbeing properties.
Misuse of CCTV systems
Where we identify mis-use of any system that we deem is causing a nuisance, we will investigate the claims. If we can substantiate that the use of CCTV or video doorbells is causing a nuisance or being improperly used, we may require you to make adjustments or remove the device within a given timescale. Where customer do not comply with our requests, we may take legal action to enforce removal or in some circumstances we may seek possession of your home for breach of tenancy. We will assess cases based on the impact whilst waying up the reason for non-compliance and the degree to which it is causing a nuisance.
Customers can seek advice on compliance for domestic CCTV from the Information Commissioners Office website (ICO).
We accept that customers from time to time may want to take in lodgers. You must have prior consent from Great Places to do so. Permission won’t be unduly withheld providing the accommodation is considered suitable and there are no concerns around antisocial behaviour. Customers should be aware that they remain responsible for anyone residing in or visiting their property, this includes lodgers.
Lodgers will not have any claim on the property or gain any rights relating to the tenancy unless conferred by statute.
Customers must not sublet their property in any circumstances. This means allowing someone else to occupy your home for a fee, whilst you reside elsewhere. Doing so will result in you losing your security of tenure and allow Great Places to take enforcement action against you. We take subletting seriously, therefore where we identify a property has been sublet, we will pursue possession of the property, as a responsible social landlord in a time where social housing is at a premium. This includes the use of Airbnb and other accommodation sites.
Our customers are increasingly looking for ways to balance employment and business opportunities with their home life. We understand for a number of reasons customers may want to use their home for business. In these circumstances you must seek advance permission from Great Places before any business activity commences. Please be mindful to talk to us as early as possible, as there are a number of steps we may need to fulfil before we can grant permission. We will take into consideration the type of business and any potential impact on the local community. You must receive permission from us in writing.
You should also be aware that when assessing whether to grant permission, we may place caveats and/or restrictions on any permission. This may include you providing evidence of suitable insurance cover for the business activity, such as liability insurance. Where your business requires insurance, permission, registration or a licence from a third party or a regulator, we will require evidence of the same, this includes all food safety regulation and environmental health assessments. On the grant of permission, it your responsibility to keep all third-party requirements up to date and lawful, whilst updating Great Places in a timely manner.
Where you allow third party permissions or registrations to lapse or where they are revoked for any reason, your consent from Great Places to use your home for business will automatically be suspended. You must inform us immediately.
In most circumstances you will not be permitted to erect signage to your home to advertise your business.
Generally, ‘working from home’ as part of your substantive employment in an administrative capacity is acceptable.
Where we identify issues
If we receive complaints regarding the use of your home as a business, we will investigate the complaint with you and try to resolve any issues, this may include updating our grant of permission with additional restrictions. If we continue to receive complaints or you are unable to satisfy our requirements, we reserve the right to remove the permission to use your home for business activity. Where you continue to use your home for business after permission has been removed, we may seek enforcement action against you.
The primary use of your home must always be as residential premises, where any business activity tips the scales, we may seek to place additional restrictions to your business activities at home or remove your permission all together.
Keeping your home in good condition is a key responsibility of our customers. Where this standard falls short we will work with you to agree how you can improve the condition.
Customers must work with us to address issues identified and allow us to monitor progress by allowing reasonable access. Where customers fail to engage with us, allow access or make improvements, we may seek legal action to impose requirements or seek possession of your home.
Where the condition of your property declines due to safeguarding issues, or domestic abuse, we will refer to the relevant Great Places policy for commitments made around these circumstances.
Great Places will treat Pests that could lead to a statutory nuisance and where the local authority is unable to assist, generally this relates to rats, mice and cockroaches. There may be other Pests that we can assist with or advise on, contact us for a discussion about any pest infestations.
Customers have a responsibility to report any pest issue to us unless they are able to deal with the issue themselves. You have a responsibility to prevent pests in your home wherever possible and we will work with customers to advise on conditions that may need to improve to avoid infestations. If a customer’s own actions or failure to take proper care leads to an infestation, we may consider re-charging customers with the full or part cost of the work to remedy the situation.
Pests in communal areas will be our responsibility as your landlord. Where customers are identified to be contributing to an infestation in a communal space, we will work with you to address the issue, where this fails, we may seek a legal remedy against you.
Great Places take the association between health, wellbeing, safety and property condition seriously and expect our customers irrespective of tenure, to place equal regard to resolving such issues that pose a risk to health.
It is therefore imperative that customers allow Great Places access to premises in order to rectify defects, undertake works and attend to property condition matters including inspections.
Where a customer prevents Great Places or their agents from gaining access to premises whether by avoidance, obstruction or unreasonableness, Great Places as a responsible landlord will take enforcement action to resolve the issue.
Enforcement action may involve reliance on tenancy terms, statutory obligations or a breach of trust or contract. Where Great Places relies on court action to gain entry for works, the costs associated with such applications may be passed on to customers by means of a costs order or re-charge.
In respect of works that require customers to temporarily decant from premises in order for works to be completed, Great Places will support customers to consider a range of options available to them. Where no suitable agreement is reached within a reasonable timeframe, relative to the risk posed to all parties, the enforcement route outlined in this section will apply.
It is a statutory and contractual requirement that you occupy your home in order to retain your security of tenure. It is your responsibility to inform us if you are to be away from your home for longer than 30 consecutive days.
Where we identify that you have left your home, sometimes referred to as ‘abandonment’, we will seek to contact you by any means we have at our disposal. Where we are unable to contact you to confirm your intentions, we will assume you have no intention to return and as a responsible social landlord in a time when social housing is at a premium, we will seek to recover possession of your home so we can relet the property to other customers in need of housing.
Any personal belongings you have not taken with you will be disposed of in accordance the relevant ‘torts’ process.
You need to be aware that you may be deemed to be intentionally homeless if you abandon your tenancy. It’s always better to talk to us about leaving your home so we can help.
Anyone other than the customer named on the tenancy, living in your home after you have left the property, will be considered a trespasser. In exceptional circumstances we may apply a degree of discretion to grant a new tenancy where we consider this to be relevant to achieving a legal obligation placed on us.
We will aim to minimise disturbance caused to you by having to decant (move) from your home. Where we can, we will always aim to carry out works around customers while you remain in your home. In these circumstances you will not be entitled to any discretionary payments towards disturbance. When staying in your home whilst we undertake works is not possible or poses risks that we cannot mitigate, we will aim to keep the period you are away from home as short as possible.
We will always aim to find a suitable property for your needs and make any reasonable adaptations to accommodate you. Our initial response will be to try and find an alternative property within our own stock.
On a temporary basis
There are a number of reasons why we may need to decant (move) our customers from their home on a temporary basis, this may be as a result of investment work, significant repairs, health & safety concerns or redevelopment due to property condition.
Whilst decants can be disruptive and impact on customers we aim to ensure that we explore all options with customers and consult on the reasons why a decant is required and explain the steps involved.
We will keep customer informed throughout the process and advise if any compensation is payable for disturbance, or how we may be able to ease the burden of having to move.
Sometimes our customers find it easier to stay with relatives or friends, in these circumstances you may still be entitled to receive a compensation payment.
Where there are no viable options for a suitable decant and you are unable to stay with family or friends, we may need to make hotel or B&B arrangements for you.
Tenure status – whilst you are occupying one of our properties as a temporary decant, your substantive tenancy will remain live, and you will only have a licence to occupy the decant property. Your tenancy rights will not be affected.
On a permanent basis
Where you are required to decant (move) from your home on a permanent basis, you may have a statutory entitlement to what is called a ‘home loss payment’. There are specific criteria set down in law for home loss payments, where you are entitled, we will explain what value is payable to you and when you will receive this. We may also be able to assist with accessing supporting from charities and other sources to help with your move.
Emergency decants
There may be times when the urgency of you moving is beyond our control, perhaps due to safety reasons. In these circumstances it may be more difficult for us to find accommodation that is suitable for your needs, and we may need to consider temporary solutions. This may include supporting you with an application to the local authority for them to find you urgent accommodation whilst we find a suitable solution.
We cherish the principle of security of tenure, and see strong social, financial and administrative reasons to offer this to our new general needs customers.
Great Places will offer starter tenancies to customers in general needs homes whose previous tenancy was also a starter, introductory, or shorthold tenancy, they were a licensee, or they were previously living in the private sector. On successful and satisfactory conclusion of the starter period the customer will be allowed to continue on to an Assured [non shorthold] Tenancy.
Customers with protected security of tenure, such as those moving into a Great Places home who have continually held a Secure or Assured [non shorthold] tenancy immediately prior to their Great Places tenancy, with a Council or Registered Provider that commenced prior to April 2011, will be offered an Assured [non shorthold] Tenancy.
We will however use different occupancy agreements for supported and new tenure properties, which reflect both the unique nature and purpose of this stock, its management and specific customer needs.
The type of agreements we will use across our stock are detailed in Appendix 1.
Great Places will ensure that the principle of choice is at the heart of our offer to new tenants. We will work closely with our local authority partners to develop fairness and transparency in the application and allocation processes for both our social and affordable tenancies, so that applicants are clearly aware of the differences, pricing and the wider tenure options provided through Great Places and our local authority partners. All offers of accommodation will make it clear the tenancy type and rent status that the property is being offered on. Customers will have recourse to our Customer Feedback procedures should they wish to complain about the type of tenancy, rent type and charge they have been offered.
Great Places does recognise however that there may be occasions where the use of a fixed term tenancy is appropriate, for example to support efforts to maximise best use of specially adapted stock, deal with local housing management circumstances, or for asset management reasons pending a future disposal. We also recognise that our Local Authority partners may request that we use a fixed term tenancy to support their own local objectives. Whilst we do not envisage using this flexibility often, we will retain the option to offer a fixed term tenancy where we consider it is appropriate and reasonable to do so, though this is not our policy norm.
Succession is a statutory right for a tenancy to be transferred to somebody else when the tenant dies. This is restricted by the tenancy type held and the relationship with the tenant. Where no prior succession has occurred, the legal rights based on different tenancy types are outlined in Appendix 2.
We do not offer any additional discretionary rights beyond those contained in the tenancy agreement. However, where a succession cannot be granted because there has already been a succession, we may use our discretion and offer a new tenancy to someone who was living with the tenant. This will be dependent on a number of factors, including local demand, property type and whether a grant of a new tenancy to the remaining occupier will result in under occupation of the property.
We also recognise there may be cases in which a vulnerable household member and/or partner is left in the property and to which there is no further right of succession. We will work sensitively with remaining household members in order to find a solution, which could include a transfer to more suitable accommodation, liaising with support agencies in cases of vulnerability and providing homelessness advice and assistance.
Assignment is a common-law right to transfer the tenancy to somebody else while the tenant is still alive. However, this can be restricted by the tenure type and clauses within your tenancy agreement. The rights based on each tenancy type are outlined at Appendix 3.
Some tenancy agreements state that you must obtain prior consent from Great Places. Other agreements may require Great Places to apply discretion, setting out specific criterion for any approval to be considered, for example:
Our approach is to promote mutual exchange initiatives within and beyond our own stock through the use of local and national mobility schemes. Our consent and approach to Mutual Exchanges will be in line with the specific rights and legislation relating to the tenancy types of those involved in the exchange and protects the security of tenure of our customers. This is explained in more detail at Appendix 4.
We recognise that customers may wish to move home for a number of competing and interrelated factors, such as employment opportunities, to provide care and support to family members, affordability concerns or to address issues of under-occupancy or overcrowding.
Alongside highlighting mutual exchange opportunities, our approach to supporting customers achieve their desired moves includes offering housing options advice on local registers, promoting local downsizing initiatives, and signposting customers to affordable home ownership options through Plumlife. Where individual differences and circumstances present barriers for customers who want to access mutual exchange options, we will tailor our support to our customer’s needs.
Our Service Delivery Frameworks establish a two-way relationship with our customers which promotes independence and the responsibilities which come with being a Great Places customer. We also offer additional support for when customers need assistance, focussed on maximising tenancy sustainability.
The majority of our customers are in lower income ranges when compared against local, regional and national profiles. In this respect:
Social housing is an increasingly scarce and valuable asset that provides stability to people in housing need. There is a considerable evidence base which highlights that in different areas different property types may be under or over occupied and this scarce national resource is not being used to its full potential. Whilst Great Places cherishes the peace of mind which comes from our customers enjoying security of tenure, we will also ensure existing tenants are made aware of their housing options as their circumstances change – be this through changes in household composition, or economic circumstance and promote mobility for tenants to move within and between tenures.
Great Places acknowledges it has a duty to make the best use of its homes and ensure properties continue to be occupied by those who are authorised to do so. Customers who benefit from social housing also have an obligation to act within the terms of their tenancy agreements and are subject to severe penalties should they commit tenancy fraud.
A raised awareness of tenancy fraud amongst colleagues and customers is important in the overall strategy to prevent and tackle tenancy fraud. In pro-actively tackling tenancy fraud we will:
Great Places recognises that not all of our customers will want to stay in their home forever. Our aim is that each tenancy is ended on the best possible terms, even where during the course of the tenancy, action has been taken against you or there is debt outstanding on the account.
Ending your tenancy with us requires customers to provide a full notice period as per the terms of your tenancy agreement, usually 28 days. However, on occasions where there is agreement in advance, we may apply discretion to accept a shorter term, known as a surrender of tenancy. In these circumstances there will be specific requirements for you, such as handing the keys in to the association or signing legal documentation.
Customers are advised of the importance of ending their tenancy on a clear note such as arranging payments to achieve a zero-rent balance, and the consequences of not doing so in terms of future housing options and debt recovery.
We will collect and review performance data we collect to report on the effectiveness of our service, including the Tenant Satisfaction Measures. Our performance will be reported to customers on a regular basis and through service updates and performance reports to our Directors team, Executive and Great Places Board.
