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Last updated 09/04/2018

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Allocations, Suspensions and Tenancy Changes Policy

  • Section 1 - Allocations Policy

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    The policy is consistent with the Homes and Communities Agency’s Regulatory Framework’s Tenancy Standard which requires that: 

    Registered providers shall let their homes in a fair, transparent and efficient way. They shall take account of the housing needs and aspirations of tenants and potential tenants. They shall demonstrate how their lettings:

    • Make best use of available housing
    • Are compatible with the purpose of the housing
    • Contribute to local authorities’ strategic housing function and sustainable communities.

    There should be clear application, decision-making and appeals processes.

    Registered providers shall co-operate with local authorities’ strategic housing function, and their duties to meet identified local housing needs. This includes assistance with local authorities’ homelessness duties, and through meeting obligations in nominations agreements.

    The policy also takes account of the Government’s Affordable Homes regime, which was implemented by the Government in 2011. The paper ‘Local Decisions – a fairer future for social housing’ suggested;

    • Striking a balance between the needs of new and existing tenants;
    • Providing social housing for those who need it most for as long as they
    • need it.
    • Seeing social housing as a stepping stone and not a tenure for life other
    • than for those experiencing disability or long term illness.
    • Making best use of social housing taking account of the needs of individual households and the local area.
  • Policy Aims and Scope

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    This policy covers all customers who register interest for re-housing directly with The Group, register for rehousing with a Choice Based Letting scheme and to existing tenants.  Customers who register for our properties through Choice Based Lettings schemes will also be subject to the policies and procedures relating to those individual schemes.

    This policy helps to deliver one of the Group’s key objectives: to improve neighbourhoods and ensure a sustainable future for the business. Specifically it aims to:

    • Ensure consistency of practice in the allocation and letting of our properties. 
    • Provide customers with a simple, clear and easy way to register and access our housing.
    • Provide choice and mobility for our customers.
    • Ensure a consistent practise which supports customers to have sustainable tenancies, minimising for the company the risk of rent arrears and anti social behaviour.
    • Minimise the time that properties are left unoccupied.
    • Take a pro-active approach to ensure that no individual or group is discriminated against or treated differently as a direct or indirect result of our allocations policy. The Group will ensure this service is flexible to accommodate individual needs such as translators, early morning or evening appointments, same sex interview staff and home interviews.
  • Letting Definitions

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    Choice Based Lettings (CBL)

    These schemes are usually established by partnerships of local authorities and housing associations. CBLs are designed to introduce an element of choice for people who apply for council and housing association homes by requesting applicants to place bids on properties they are interested in. Amongst those who have placed a bid, the allocation of the property is based upon a priority-based assessment of need.

    Nominations Agreement

    A service level agreement between the housing association and local authority whereby the two organisations agree to work in partnership addressing housing need within the local area. When properties become vacant the housing association will accept nominations for an agreement percentage of properties. This figure is usually 50% unless stated differently in the nomination agreement.

    Nomination

    The group allow the various local authorities that we work with to nominate applicants for a minimum of 50% of its voids in each year. Applicants must meet the eligibility and housing need criteria set out in points 1.10 and 1.13.

    Direct let

    Properties that are advertised and let directly by The Group on the principle of first come, first served. These properties will be advertised through the Adactus website and through Rightmove. Applicants must meet the eligibility and housing need criteria set out in points 1.10 and 1.13.

     

  • Our approach

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    Choice Based Lettings and Nomination Agreements

    The Group is committed to working in partnership with all relevant local authorities through agreed schemes such as Local Nominations, Choice Based Lettings (CBL) and Local Lettings Plans. In most local authorities our nomination agreements can now be met through the relevant CBL. The table below lists the CBLs that operate in our primary locations. Customers interested in re-housing in these areas will be advised to register with the CBL as well as ourselves.


    Area


    System

    Manchester

    Manchester Move

    Sefton

    Property Pool Plus

    Lancaster

    Ideal Choice

    Trafford

    Trafford Host

    Cheshire West and Chester

    Trust Home Choice

    Cheshire East

    Cheshire Home Choice

    Wigan & Leigh

    Property Shop

    Ribble Valley

    Ribble Valley Homes

    Preston

    Select Move

    Chorley

    Select Move

     

     

     

     

     

     

     

     

     

     

     

     

    Direct Lets

    A proportion of available properties will be advertised and allocated directly by The Group. This forms an important way in which The Group aims to allocate properties to a wider range of customers, encouraging sustainable tenancies and communities.

    Each direct let will be advertised on the Adactus website and via Rightmove. These properties will also be promoted to registered applicants by text or email, subject to the applicant providing us with the necessary contact details and agreeing to receive communication from us. Applicants must meet the eligibility and housing need criteria.


    Registration

    Any prospective customer interested in renting a property can register their interest through phone or email to our contact centre or via the Adactus Housing website:

    www.adactushousing.co.uk

    For those applicants who struggle with written English a customer service officer in our contact centre can complete the registration with them over the phone.

    For those applicants who do not speak English Adactus use language line translation services to take registration details over the phone.

    For people who are deaf, hard of hearing or speech impaired Adactus use text relay to communicate with applicants over the phone.

    Applicants may register having contacted the company with a general enquiry about re-housing, or in response to an advert for a specific property in which they are interested. If a prospective customer can meet the criteria they will be considered for rehousing.

    Housing Options

    Our website provides applicants with clear and relevant housing options information and is being further developed to include guidance on local authority choice based lettings schemes. The website advertises all properties currently available, stating any age or other qualifications that apply. Applicants can also obtain information on housing options and currently available properties by calling our contact centre.

    Eligibility Criteria

    • Anyone who is a UK resident with the potential of recourse to public funds and over the age of 18 years can register for housing with The Group.<
    • Customers under the age of 18 but over 16 may register for re-housing, subject to providing a rent guarantor. An assessment on their ability to hold a successful tenancy shall also be carried out. 
    • Existing tenants of The Group can register to transfer to another property if they have lived in their property for over 12 months and have a housing need that is not being met by their current home.
    • Customers must meet the age criteria for a property if one exists.
    • Customer must meet any other criteria for a property as specified in the advertisement.

    All registrations are subject to verification, reference checking, affordability assessment, credit check and residency check.

    Appropriate Size

    As the demand for social housing exceeds supply, we will seek to maximise the use of available accommodation without creating overcrowding.

    The assessment of appropriate size of accommodation will take account of the following:

    • The size and make up of the moving group. One room will be allocated to two children of either gender up until the age of 10 years, two children of the same gender will be allocated one room up until the age of 18 years old. 
    • Unborn children will be included as part of the moving group when proof of pregnancy is supplied after 20 weeks (verified by MATB1 form).
    • An adult carer, living full time and permanently in the household, caring for the tenant or an existing member of their household, will be allocated their own bedroom. 
    • Where customers have shared access/staying contact with children, the children will be counted as part of the moving group when this access is for a minimum of 50% of the week. Access arrangements will need to be evidenced.

    In individual cases the Voids and Lettings Manager or Allocations and Lettings Manager can use discretion to over ride size criteria.

    Assessment of Need

    Customers are eligible to register for a property they have expressed an interest in, if they:-

    A) Meet the Eligibility Criteria
    B) Meet the Appropriate Size criteria is in
    C) Meet the Housing Need Categories as listed below

    Housing Need Categories

    • Overcrowding as defined by the size criteria section
    • A member / former member of the armed forces seeking permanent accommodation.
    • Customers under-occupying their current accommodation.
    • Qualifying decant tenants with or without compulsory purchase orders.
    • Urgent move due to housing need in specific area for security reasons.
    • Sensitive let required due to neighbourhood management issues (history of ASB in the neighbourhood etc.).
    • Current property unsuitable on medical grounds.
    • Moving from domestic abuse.
    • Homeless or living in temporary accommodation.
    • Customers sharing facilities or amenities having a detrimental effect.
    • Poor condition of the current property.
    • Children under the age of 10 living in an upper floor flat.
    • Customers needing to move to be near to support networks, closer to work, community/voluntary work, education or other social grounds.
    • Relationship breakdown.
    • Under occupation.
    • Customers who cannot access housing through other markets.
    • Other reasons not categorised in the above list in housing need at the discretion of the Voids and Lettings Manager or Allocations and Lettings Manager.

    All customers that demonstrate a need for housing will be encouraged and may be assisted to apply via the CBL scheme in their area of preference in addition to registering directly with The Group. This will increase an applicant’s options and chances for rehousing.

    The new tenant’s reason for moving will be documented for audit and analysis purposes.

    Allocation of Properties

    Directly let properties will be allocated on the principle of ‘first come, first served,’ to ensure the time that properties are left vacant is minimised. The successful applicant will need to:

    • Fulfil any requirements related to the particular property set out, for example, in a local lettings plan.
    • Provide satisfactory landlord references for every property rented in the past three years.
    • When applicable, provide a reference from either an employer or support provider.
    • Be subject to credit checks and residency checks which confirm the information provided on the application is accurate.
    • Demonstrate they can afford to rent the property through affordability assessments carried out by the Lettings Officer.
    • All adults in the moving group will be expected to provide this information and will be expected to become joint tenants of the property.

    In cases where there are two or more interested applicants registering at the same time, the categories listed in Housing Need will take precedence over customers requiring a move for other reasons. This is to demonstrate that homes are being allocated to those in the most housing need. If both applicants fulfil the criteria, the applicant whose moving group would maximise use of the available accommodation would take precedence.

  • Mutual Exchanges

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    Adactus subscribe to Homeswapper which is a mutual exchange service which allows tenants to:

    • Register an interest in arrangement a mutual exchange through the mutual exchange service without payment of a fee. 
    • To enter their current property details and requirements for the mutual exchange property they hope to obtain.
    • To be provided with the property details of those properties where a match occurs.

    There is a link to Homeswapper on our website www.adactushousing.co.uk
    Applicants who do not have access to the internet can call our contact centre who will complete the Homeswapper registration on their behalf.

  • Owner Occupiers

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    Customers who are home-owners can register for re-housing; however an offer of a property will not be made if they have equity of over £60,000 in the property and/ or this will lead to them having a second home.  The exceptions to this are people who require sheltered or supported housing schemes. 

  • Local Lettings Plans

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    A Local Lettings Plan can be an important tool for The Group to either create or address the balance and mix of communities. Using a local lettings plan to give priority to working households, applicants of a specific age or applicants with a local connection for example, can protect existing stable communities or address specific housing management problems in communities. To establish a local lettings policy The Group will assess the following:

    • Is there an above average turnover of tenancies?
    • Is there a number of anti social behaviour cases in the area?
    • Are there high levels of rent arrears in the area?
    • Is there poor demand for the area?
    • Is there an existing community for example of vulnerable or elderly tenants that are concerned about new tenants?
    • In the case of new build developments, are there features of the scheme for example size, lay out, location, which could suggest there could be a higher risk of housing management problems?
    • Is it a rural area where applicants with a local connection should be prioritised?
  • Sensitive Lets

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    In a small number of cases it may be appropriate to carry out a sensitive let to a property where the last tenant has been causing anti social behaviour in the neighbourhood.  This would be called a sensitive let and an applicant would be directly matched with a property in an attempt to stabilise the area.  For example if there had been anti social behaviour from a family with lots of children an applicant with no children may be allocated the property to avoid recurrence of previous problems.  In these cases the eligibility criteria will be displayed in the advertisement so that applicants know whether they are eligible to apply for that property.  

  • Retirement Living Accommodation

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    The Group’s Retirement Living Schemes will be allocated in line with this policy. Applicants must fulfil the eligibility criteria and will be subject to the same reference checks, affordability assessments, residency and credit checks. However, to reflect the digital exclusion sometimes affecting this client group, in addition to the nominations and direct let procedure, the Scheme Co-ordinators at the Retirement Living Schemes will keep waiting lists of applicants who have expressed an interest in living there.

    The applicants on this housing register must still have an active registration with Adactus to ensure the direct let procedure is still followed. 

  • Category 1 Schemes

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    These schemes are allocated to people aged 45 and over.  Some of the schemes offer level access accommodation.  If applicants requiring level access are to be given priority this will be stated in the property advertisement. Applicants must fulfil the eligibility criteria and will be subject to the same reference checks, affordability assessments, residency and credit checks.  

  • New Build Developments

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    The Group pursues an active development programme to increase its stock portfolio and to further meet the demand for affordable housing across the North West. The letting of each development is subject to a nominations agreement between Adactus and the Local Authority which will usually stipulate that on the first allocation of the properties, Adactus must give 100% nominations rights to the Local Authority. 

  • Adaptations

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    The Group has a small budget for carrying out adaptations for existing tenants.  This budget will not be used to adapt a property for an applicant who is not already an Adactus tenant. If an applicant applies for a property that requires an adaptation to make it suitable for their needs their application will be rejected on the basis that the property is unsuitable. 

  • Registration Review List

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    Quarterly reviews will take place of all registration lists by the Customer Services Manager in conjunction with allocations staff. This process will be automated in 2016.

  • Complaints and Appeals

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    If a customer is not satisfied with the way their application for re-housing has been handled they can use the Group’s Complaints and Appeals procedure. The procedure can be used by anyone who receives a service from the Group.

  • Continuous Recording of Lettings (CORE)

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    Adactus shall record all lettings as required by the CORE system.

  • Monitoring and Evaluation

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    Lettings will be monitored weekly to ensure that our commitment to the nomination agreements is fulfilled. This policy will be reviewed every two years.

    Customer Feedback will be received through Lettings service satisfaction questionnaires.

  • Section 2 - Suspensions Policy

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    Adactus are committed to minimising and preventing homelessness. However, we are also accountable to the communities in which we work; to minimise the adverse impact some tenants might have on the well being of other tenants, and to build sustainable communities.

  • Definition

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    Suspension is where an applicant or current tenant is suspended from the housing registert for a period of time. This may occur when an applicant originally submits an application form, or when an applicant has been assessed for and accepted onto the housing register, but is not eligible for an allocation. The suspension will take force until either:

    1. A certain period of time has elapsed,
    2. A change is circumstances has occurred,
    3. Their conduct has changed.

  • Policy Aims and Scope

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    The strategic objectives of this policy are as follows:

    • To increase resident satisfaction by maintaining sustainable and peaceful communities, ensuring that applicants who may cause anti social behaviour are identified and where appropriate are not housed by Adactus.
    • To prevent rent arrears by ensuring that applicants with a history of non-payment of rent are identified, and where appropriate are not housed by Adactus.
    • To protect our properties, ensuring that applicants with a history of failing to adhere to the terms of their tenancy agreement are identified and where appropriate are not housed by Adactus.
    • To protect our neighbourhoods, ensuring that applicants with a history of criminal convictions which, if repeated, would have a detrimental effect on other tenants are not housed by Adactus.

    The aims of the policy are as follows:

    • To ensure a clear and consistent approach is taken when suspending applicants from the Adactus waiting list, ensuring that each decision can be justified within the policy framework, and does not unfairly discriminate.
    • To send out a clear message to existing and prospective tenants that they must conduct their tenancies in adherence of the tenancy agreement.
    • To ensure that individuals who have previously acted anti socially, or have committed serious crimes, have the opportunity to modify their behaviour by considering individual circumstances and where necessary taking a flexible approach.

    This suspension policy applies to direct applicants, nominations from the local authority, current tenants and former tenants of Adactus Housing Group. All adults within the moving party will be subject to the suspension policy.  

    The Group will train its staff on this policy so they are able to identify people that fit the suspension criteria in order to suspend them from the waiting list.

  • Criteria

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    The Group suspends applicants from being offered a property for the following reasons:

    Housing Related Debts
    Housing related debts include rent arrears, former tenancy arrears, service charges, court fines, re-chargeable repairs and any other housing related debts. We will suspend applicants who have a housing related debt of over £200 unless they can prove that they have had an agreement in place to clear this debt for a minimum of 6 months. If the debt is over £1000 they must be able to prove that they have had an agreement in place to clear this debt for a minimum of 12 months. The applicant will be suspended until they have kept to an agreement for the required period of time.

    This applies to debts with either Registered Providers or Private Landlords. Current tenants applying for a transfer will under most circumstances be suspended until they have cleared all debt to the organisation.

    Owner occupiers applying to The Group with mortgage arrears will not be suspended on this basis.

    Anti Social Behaviour
    We will suspend applicants when we have reasonable grounds to believe that they have behaved in a way that would constitute a breach of tenancy conditions, and may pose a risk to Adactus Housing Group, the tenants of Adactus or the community.

    Reasonable grounds include:

    • Applicants who have had action taken against them for anti social behaviour within the last two years. This may include eviction, an anti social behaviour order, a notice of proceedings for anti social behaviour, an injunction, or a written warning in the last three months.
    • Applicants who have had a history of anti-social behaviour within the last two years as highlighted by their current or previous landlord. In these circumstances staff must investigate the claims and be confident that this constitutes anti social behaviour and not simply 'hear say.'
    • Applicants who have been violent or aggressive towards staff.
    • Applicants who have had any court action taken against them for any racially motivated offence during the previous two years.

    Suspension for anti social behaviour will be for a period of two years unless during this time the applicant can prove that their circumstances have changed and they are no longer likely to commit anti social behaviour.

    Criminal Offences
    We may suspend applicants that have been convicted of a serious criminal offence that has not been spent and may pose a risk to Adactus Housing Group, tenants of Adactus or the community. 

    The serious offences we take into account are:

    • Homicide and attempted murder
    • Assault
    • Use of firearms
    • Rape
    • Offences against children
    • Arson and criminal damage endangering life
    • Wounding/gbh with intent
    • Wounding/gbh without intent
    • False imprisonment
    • Aggravated burglary
    • Second or subsequent offences of burglary
    • Robbery
    • Aggravated vehicle taking
    • Three or more serious motor vehicle crimes which will include taking without consent and criminal damage to vehicles
    • Dealing – being concerned in the supply or intending supply any controlled drug
    • Public order offences, nuisance, vandalism.
    • Violence.
    • Any offence where a racial motivation has been proved
    • Offences relating to hate crime
    • Breach of anti-social behaviour order

    This is not a blanket policy and we would not suspend an applicant solely on the basis of an unspent conviction. We consider every case individually and the following should be taken into account:

    • Nature of the crime
    • Locale of the crime
    • Locale of the victim(s) if applicable
    • Advice from police and probation
    • Other references available
    • Any suggestions of danger to residents or staff.

    We ask all applicants to give details of any offences and to sign a declaration that they have been open and honest about such convictions. Suspensions for serious criminal convictions will be for a period of two years unless the applicant can prove a change of circumstances and Adactus are confident this person no longer poses a high risk to the Group, residents and the community.

    Abandonment
    We will suspend applicants who have left a tenancy without providing advance notice of their intention to vacate. The applicant will be suspended until any outstanding debt to the landlord has been repaid in full.

    This does not apply to applicants who have fled from domestic violence, racial harassment or some other form of harassment.

    Eviction
    We will suspend applicants who have previously been evicted from either a social landlord or private landlord within the last five years. This may be eviction due to nuisance, damage to the property, illegal earnings, rent arrears or other breach of tenancy conditions. We will consider suspending tenants who have been evicted from a social landlord longer than 5 years ago although when making this decision we will take into consideration individual circumstances and any tenancies held since the eviction.

    Suspensions for eviction will be for a period of five years from the date of eviction unless the applicant can prove a change of circumstances and Adactus are confident this person no longer poses a high risk to the Group, residents and the community.

    Misrepresentation
    We will suspend applicants who have knowingly or recklessly misrepresented their circumstances to obtain the tenancy of a social landlord. This suspension will generally be for a period of one year depending upon the information that has been misled.

  • Suspension and Refusals

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    When an applicant is suspended from the housing register they will be informed in writing of the reasons for the suspension. The date of suspension and review date will be recorded on the database, along with a brief reason for the suspension.

    Each time an applicant is considered for housing, the suspension database will be consulted to see if there are any outstanding concerns about the person.

    Adactus may need to refuse applicants for specific properties without suspending their application. This may be for the following reasons:

    • Does not meet eligibility criteria
    • Failure to provide satisfactory references or supporting information.
    • Reasonable grounds to believe/evidence that the applicant has provided false information on their application form.
    • Reasonable grounds to believe/evidence that the applicant/member of the applying household has seriously breached The Group, other RSL or LA tenancy condition, such as not ending a tenancy in accordance with the terms of the tenancy agreement or Subletting the property without permission.
    • Unwilling to comply with any special tenancy conditions deemed reasonable by The Group, e.g. floating support.
    • Adactus does not have accommodation suitable to the applicant’s needs, e.g. specialist care provision.
  • Monitoring and Evaluation

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    All suspension requests will be reviewed by the Voids & Lettings Manager and the Allocations & Lettings Manager. and it is the right of the suspended applicant to request a review on their suspension.

    Period of Suspension & Reviews
    The suspension can last from 6 months to a maximum of 5 years before a review. If however the applicant can demonstrate that they have sufficiently addressed the reasons for suspension for example, cleared their arrears, then an applicant can request a review at an earlier date.

  • Appeals and Exceptions

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    Applicants can appeal the decision in writing to the line manager within 10 working days. If they are dissatisfied with this response they can appeal through the formal complaints procedure.

    Where the following circumstances apply, an applicant/member of the applying household may be accepted onto the waiting list, even if they fall within one or more of the suspension categories.

    • Demonstration of life threatening circumstances which mean they need to be moved from their present accommodation, i.e. domestic violence, racial or other harassment
    • Housing need as a result of emergencies such as fire and flood
    • Mitigating circumstances, as identified by the Lettings Officer

    The Voids & Lettings Manager or Allocations & Lettings Manager must agree to any override of this policy.

  • Section 3 - Tenancy Changes Policy

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    This policy is to ensure that legal requirements to deal with tenancy changes such as successions, assignments, mutual exchanges, tenancy changes, person/s left in occupation, abandonments and decants are managed appropriately and to ensure that the Allocation Policy is not open to abuse by people left in occupation when the tenant leaves/dies and residing in that property without a right to succeed or a requisite housing need.

     

  • Policy Aims and Scope

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    This Policy relates to:

    • Tenants
    • Non-Tenants
    • Applicants for Rehousing

    This policy helps deliver one of the Group’s key objectives to improve neighbourhoods and ensure a sustainable future for the business.
    Specifically it aims to:

    • Ensure consistency of practice in dealing with tenancy changes.
    • Ensure a consistent practice which supports customers to have sustainable tenancies, minimising for the company the risk of rent arrears and anti social behaviour.
    • Take a pro-active approach to ensure that no individual or group is discriminated against or treated differently as a direct or indirect result of our tenancy changes policy. The Group will ensure this service is flexible to accommodate individual needs such as translators, early morning and evening appointments, same sex interviews and home interviews.
  • Types of Tenancy Changes

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    Succession
    Succession is a legal term used when a person takes over a tenancy after the death of the tenant. Under the terms of the Housing Act 1988, there is a statutory right of succession to a spouse, civil partner or partner, living in the property as his or her only or principal home at the time of the tenant’s death.

    The Group also operates a discretionary policy which can extend to people who would not be entitled to succeed under the Housing Act1988 such as other family members who have been living with the tenant for a period of over 12 months. We recognise that the circumstances in which applications to succeed arise are likely to be emotional and stressful. Adactus staff will approach all enquiries in a sensitive and supportive manner.

    Assignment
    In some circumstances a tenant may have the right to assign their tenancy to another person before their death and with the consent of Adactus. In general it is the policy of the Group to approve the request for an assignment providing the following conditions are satisfied. The conditions for approval are:

    • If the existing tenant has been assigned or succeeded to the tenancy already then no further assignment will be considered.
    • The current tenant must have an assured or secure tenancy. Conversions are not possible during the starter tenancy period.
    • The potential assignee must have been living at the property continuously for the previous twelve months.
    • The rent account must be clear.
    • There must have been no anti social behaviour from the property or other tenancy breaches.
    • The property must be a suitable size.
    • When the property is a specialised or adapted unit which the potential assignee does not meet the criteria for, the request may be refused.
    • The property must pass a property inspection.

    Sole tenancies converting to joint tenancies
    From time to time The Group receives a request from a tenant for their spouse or partner to be added to their tenancy agreement as a joint tenant. In general it is the policy of Adactus Housing Group to approve this request providing that the following conditions are satisfied. The conditions for approval are:

    • The person requesting the changes must be the current tenant.
    • The current tenant must have an assured or secure tenancy. Conversions are not possible during the starter tenancy period.
    • The rent account must be clear.
    • There must be no instances of anti social behaviour at the property.
    • There must have been no other breaches of tenancy.
    • The property must pass a property inspection by the TMO.
    • The property must be a suitable size.
    • The request may be refused if there has been a previous conversion or assignment.
    • The proposed joint tenant must provide references as per the Allocations Policy.

    Joint tenancies converting to sole tenancies
    Where an application is made by joint tenants to change the tenancy to enable one of the joint tenants to become a sole tenant, both joint tenants should be invited to surrender their joint tenancy. If both tenants agree to surrender their joint tenancy the tenancy can be terminated with immediate effect and a sole tenancy granted to the proposed sole tenant. If a new sole tenancy is created a new tenancy agreement must be signed. In general it is the policy of The Group to approve the request providing that the following conditions are satisfied. The conditions for approval are:

    • The people requesting the changes must be the current joint tenants.
    • Both joint tenants must be in agreement.
    • The rent account must be clear.
    • The proposed sole tenant must have been living in the property for the past twelve months.
    • There must be no instances of anti social behaviour at the property.
    • There must have been no other breaches of tenancy.
    • The property must be a suitable size.
    • The request may be refused if there has been a previous conversion or assignment.

    Abandonment
    As a condition the tenancy agreement, a property must be the tenant’s only or principal home. If it is suspected that the tenant is no longer living at the property, usually from information provided by a neighbour, through lack of contact with the Group, or through escalating rent arrears, then an investigation will commence to determine whether or not the tenant is still living there and if necessary a notice to quit will be served to end the tenancy.
    This allows abandoned properties to be identified and dealt with promptly and efficiently. This ensures the maximum rental income and minimal void loss for a property, whilst confirming that the legal requirements for dealing with abandonments are followed by the Group. The Lettings Team, Income Team and when applicable the Tenancy Enforcement Team, will work closely together in dealing with potential abandonments.

    Left in occupation
    In some cases tenants may leave their property and instead of terminating their tenancy they will leave a family member or friend in the property. These cases need to be identified and dealt with promptly and efficiently to stop the illegal occupation of the property whilst ensuring that the legal requirements for dealing with this are followed by the Group.
    We aim:

    • To ensure that the allocations policy is not open to abuse by persons left in dwellings being offered tenancies without any housing entitlement.
    • To ensure that account is taken of individual needs and to allow Adactus to take a flexible approach to support individuals in housing need.
    • To ensure maximum rent and service charge income through effective and efficient management of tenancies where a person is left in occupation.
    • To ensure a firm but fair and equitable approach to dealing with left in occupation, consistent with the law and the policies of The Group.

    Decants
    In some cases tenants may need to be moved to an alternative property in order to have their home refurbished or whilst essential major repairs are carried out.

    It is important to ensure that tenants requiring a decant are being dealt with in a consistent manner whilst providing a high level of customer service to the tenant during the disruption. Our approach is based on supporting tenants who are required to move in order to have work done to their homes. We will aim to make the move as convenient and problem free as possible minimising the length of time they are required to be out of their home for.

    No tenant should be financially worse off because we have had to decant them to carry out refurbishment work or major repairs. Any requests for decants should be approved by the Voids and Lettings Manager.

    Tenancy Termination
    When a tenant wants to terminate their tenancy they must give four weeks notice in writing ending on a Sunday. A tenancy termination form can be provided to the tenant to help them with this process. 

  • Complaints and Appeals

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    If a customer is not satisfied with the way their enquiry has been handled they can use the Group’s Complaints and Appeals procedure. The procedure can be used by anyone who receives a service from the Group.

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  • 09/04/2018

    Updated by Athanasios Protopapas on 09/04/2018 14:49:21

    Comment: Updated reference to group

    Details: (show)

    Chapter title changed from "Section 1 - Allocations Policy" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Our approach".
    Chapter titled "Our approach" order changed from "1" to "4".
    Chapter titled "Our approach" content changed.
    Chapter titled "New Build Developments" content changed.
    Chapter titled "Suspension and Refusals" content changed.
    Chapter titled "Types of Tenancy Changes" content changed.
    Group assignment removed: "".

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  • 18/03/2016

    Updated by Elesh Makwana on 18/03/2016 09:48:09

    Comment: Added 'Staff' tag.

    Details: (show)

    Chapter title changed from "Section 1 - Allocations Policy" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Our approach".
    Chapter titled "Our approach" order changed from "1" to "4".
    Chapter titled "Our approach" content changed.
    New Tag assigned "Staff".

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  • 15/03/2016

    Updated by Sam Ryan on 15/03/2016 14:10:54

    Comment: updated

    Details: (show)

    Chapter title changed from "Section 1 - Allocations Policy" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Our approach".
    Chapter titled "Our approach" order changed from "1" to "4".
    Chapter titled "Our approach" content changed.
    Chapter titled "Section 3 - Tenancy Changes Policy" image changed from "" to "Tenancy.jpg".

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  • 15/03/2016

    Updated by Sam Ryan on 15/03/2016 14:05:57

    Comment: updated allocations and lettings

    Details: (show)

    Chapter title changed from "Section 1 - Allocations Policy" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Our approach".
    Chapter titled "Our approach" order changed from "1" to "4".
    Chapter titled "Our approach" content changed.
    New Chapter added; title:"Section 3 - Tenancy Changes Policy" image:"" order:"24".
    New Chapter added; title:"Policy Aims and Scope" image:"" order:"25".
    New Chapter added; title:"Types of Tenancy Changes" image:"" order:"26".
    New Chapter added; title:"Complaints and Appeals" image:"" order:"27".

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  • 15/03/2016

    Updated by Sam Ryan on 15/03/2016 13:43:33

    Comment: updating policy

    Details: (show)

    Chapter title changed from "Section 1 - Allocations Policy" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Our approach".
    Chapter titled "Our approach" order changed from "1" to "4".
    Chapter titled "Our approach" content changed.
    Chapter title changed from "Tenancy Agreements" to "Mutual Exchanges".
    Chapter titled "Mutual Exchanges" content changed.
    Chapter title changed from "Transfers" to "Owner Occupiers".
    Chapter titled "Owner Occupiers" content changed.
    Chapter title changed from "Owner Occupiers" to "Local Lettings Plans".
    Chapter titled "Local Lettings Plans" content changed.
    Chapter title changed from "Suspensions" to "Sensitive Lets".
    Chapter titled "Sensitive Lets" content changed.
    Chapter title changed from "Mobility Options" to "Retirement Living Accommodation".
    Chapter titled "Retirement Living Accommodation" content changed.
    Chapter title changed from "Local Lettings Plans" to "Category 1 Schemes".
    Chapter titled "Category 1 Schemes" content changed.
    Chapter title changed from "Registration List Review" to "New Build Developments".
    Chapter titled "New Build Developments" content changed.
    Chapter title changed from "Complaints and Appeals" to "Adaptations".
    Chapter titled "Adaptations" content changed.
    Chapter title changed from "Service Standards, Monitoring and Evaluation" to "Registration Review List".
    Chapter titled "Registration Review List" content changed.
    Chapter titled "Section 2 - Suspensions Policy" order changed from "14" to "17".
    Chapter titled "Policy Aims and Scope" order changed from "15" to "18".
    Chapter titled "Definition" order changed from "16" to "18".
    Chapter titled "Criteria" order changed from "17" to "20".
    Chapter titled "Suspension and Refusals" order changed from "18" to "21".
    Chapter titled "Monitoring and Evaluation" order changed from "19" to "22".
    Chapter titled "Monitoring and Evaluation" content changed.
    Chapter titled "Appeals and Exceptions" order changed from "20" to "23".
    New Chapter added; title:"Complaints and Appeals" image:"" order:"14".
    New Chapter added; title:"Continuous Recording of Lettings (CORE)" image:"" order:"15".
    New Chapter added; title:"Monitoring and Evaluation" image:"" order:"16".

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  • 15/03/2016

    Updated by Sam Ryan on 15/03/2016 12:51:40

    Comment: updated policy

    Details: (show)

    Chapter titled "Section 1 - Allocations Policy" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Section 1 - Allocations Policy" to "Our approach".
    Chapter titled "Our approach" order changed from "1" to "4".
    Chapter titled "Our approach" content changed.

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  • 15/03/2016

    Updated by Sam Ryan on 15/03/2016 12:03:20

    Comment: updated section 2

    Details: (show)

    Document title changed from "Allocations and Lettings Policy" to "Allocations, Suspensions and Tenancy Changes Policy ".
    Chapter title changed from "Overview" to "Section 1 - Allocations Policy".
    Chapter title changed from "Overview" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Overview" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Overview" to "Our approach".
    Chapter titled "Our approach" order changed from "1" to "4".
    Chapter titled "Our approach" content changed.
    New Chapter added; title:"Section 2 - Suspensions Policy" image:"suspension.jpg" order:"14".
    New Chapter added; title:"Policy Aims and Scope" image:"" order:"15".
    New Chapter added; title:"Definition" image:"" order:"16".
    New Chapter added; title:"Criteria" image:"" order:"17".
    New Chapter added; title:"Suspension and Refusals" image:"" order:"18".
    New Chapter added; title:"Monitoring and Evaluation" image:"" order:"19".
    New Chapter added; title:"Appeals and Exceptions" image:"" order:"20".
    New Tag assigned "Suspensions Policy".
    New Tag assigned "suspensions policy".
    New Tag assigned "Allocations Suspensions and Lettings".
    New Tag assigned "allocations suspensions and lettings".

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  • 20/03/2014

    Updated by Athanasios Protopapas on 20/03/2014 09:45:13

    Comment: Improved tags

    Details: (show)

    Chapter title changed from "Overview" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Overview" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Overview" to "Our approach".
    Chapter titled "Our approach" order changed from "1" to "4".
    Chapter titled "Our approach" content changed.
    New Tag assigned "Allocations and lettings".

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  • 04/03/2014

    Updated by Athanasios Protopapas on 04/03/2014 11:02:16

    Comment: Updated Allocations and Lettings Policy according to the changes approved at the February 2014 round of Board Meetings.

    Details: (show)

    Document title changed from "Allocations and Lettings" to "Allocations and Lettings Policy".
    Chapter title changed from "Overview" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Overview" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Overview" to "Our approach".
    Chapter titled "Our approach" order changed from "1" to "4".
    Chapter titled "Our approach" content changed.
    Chapter title changed from "Owner Occupiers" to "Mobility Options".
    Chapter titled "Mobility Options" content changed.
    Chapter title changed from "Monitoring and Evaluation" to "Local Lettings Plans".
    Chapter titled "Local Lettings Plans" content changed.
    New Chapter added; title:"Registration List Review" image:"" order:"11".
    New Chapter added; title:"Complaints and Appeals" image:"" order:"12".
    New Chapter added; title:"Service Standards, Monitoring and Evaluation" image:"" order:"13".

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  • 23/01/2014

    Updated by Sam Ryan on 23/01/2014 10:52:32

    Comment: edited document

    Details: (show)

    Chapter title changed from "Overview" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Overview" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Overview" to "Housing Registration and Eligibility".
    Chapter titled "Housing Registration and Eligibility" order changed from "1" to "4".
    Chapter titled "Housing Registration and Eligibility" content changed.
    Chapter titled "Property Allocation" content changed.

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  • 23/01/2014

    Updated by Sam Ryan on 23/01/2014 10:35:05

    Comment: edited document

    Details: (show)

    Chapter title changed from "Overview" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Overview" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Overview" to "Housing Registration and Eligibility".
    Chapter titled "Housing Registration and Eligibility" order changed from "1" to "4".
    Chapter titled "Housing Registration and Eligibility" content changed.
    Chapter titled "Housing Size and Suitability" content changed.
    Chapter titled "Housing Need" content changed.
    Chapter titled "Property Allocation" content changed.

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  • 23/01/2014

    Updated by Sam Ryan on 23/01/2014 10:20:10

    Comment: Edited document

    Details: (show)

    Chapter titled "Overview" content changed.
    Chapter title changed from "Overview" to "Policy Aims and Scope".
    Chapter titled "Policy Aims and Scope" order changed from "1" to "2".
    Chapter titled "Policy Aims and Scope" content changed.
    Chapter title changed from "Overview" to "Letting Definitions".
    Chapter titled "Letting Definitions" order changed from "1" to "3".
    Chapter titled "Letting Definitions" content changed.
    Chapter title changed from "Overview" to "Housing Registration and Eligibility".
    Chapter titled "Housing Registration and Eligibility" order changed from "1" to "4".
    Chapter titled "Housing Registration and Eligibility" content changed.
    New Chapter added; title:"Housing Size and Suitability" image:"" order:"5".
    New Chapter added; title:"Assessment of need" image:"" order:"7".
    New Chapter added; title:"Housing Need" image:"" order:"6".
    New Chapter added; title:"Property Allocation" image:"" order:"8".
    New Chapter added; title:"Monitoring and Evaluation" image:"" order:"10".
    New Chapter added; title:"Owner Occupiers" image:"" order:"9".

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