Social Housing Allocations: A practice guide

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8. Creating sustainable tenancies

8.1 Outline

332. Matching the applicant to the property is only the first part of achieving a successful let. You need to consider what measures you can put in place to help new tenants set up and maintain their tenancies.

8.2 Transition from applicant to tenant

333. New tenants need to know from the beginning, in a clear and straightforward way, not just what their rights are, and what services they can expect from you, but what their responsibilities are as a tenant in terms of paying their rent and abiding by their tenancy conditions. And some applicants will need support to help them get settled in and maintain their tenancy - this needs to be identified and accessed at an early stage. How well you handle the transition from applicant to a tenant has an impact on the likelihood of that tenancy succeeding.

334. Key factors that you should consider are:

  • setting up and maintaining effective relationship with new tenants, for example through accompanied viewings and sign-up or settling-in visits;
  • providing new tenants with the information they want and need in a way they can absorb;
  • giving tenants information on what they can expect from you - what service standards to expect, how to access services and what they can do if something goes wrong;
  • making sure from the start that they understand their responsibility to pay rent and the implications of not doing so. You might consider helping them do this by:
    • helping with housing benefit applications; and
    • providing or signposting to money advice and welfare benefit checks;
  • making sure that they understand what their obligations are - do they actually know what being a good neighbour means?
  • assessing support needs and working with others to put support packages in place;
  • making sure that those who need it are given basic equipment to help them set up their tenancy. So consider:
    • providing or accessing starter packs for new tenants; and
    • referral schemes for furniture packages;
  • the information you give, and the way you present it, should take account of the needs of the individual and should address equality and diversity issues.

Landlords throughout Scotland have developed a wide range of ways of ensuring this transition from applicant is a success:

Example: HOMEArgyll protocol for young people leaving care

HOMEArgyll (the Common Housing Register for Argyll and Bute) has developed a protocol with social work for young people leaving care and is represented at the central Throughcare and Aftercare Forum and local multi-agency fora to plan and coordinate for the future needs of looked after children who are about to make the transition to adult services. HOMEArgyll's allocation policy awards 200 points for young people in this position (the same level as homeless applicants) and they are put on the housing list as soon as they turn 16, to make the process of getting a house easier, without them having to present as homeless.

Example: New Beginnings service

Melville Housing Association used Big Lottery Funding to set up a Tenancy Support Service with an aim of reducing the number of tenancies that failed within 12 months. The New Beginnings service offers help and advice to all new Melville tenants. They give guidance and advice on everything from filling out forms and applying for charitable grants, through practical help to equipping and furnishing homes.

Big Lottery funding also allowed Melville to launch a Money Advice service, offering help to tenants struggling financially. The Money Advisor can give tenants help prioritising payments, setting budgets and managing debt.

These two services work alongside the organisation's established Welfare Benefits Advice service.

Example: Young tenant information pack

Bridgewater Housing Association give a young person's information pack "A place of my own" as a step-by-step guide to setting up home. They made the pack available a number of years ago and it was a joint venture between Renfrewshire Council, Communities Scotland, Strathclyde Police and FLAIR (Federation of Local Associations in Renfrewshire - of which Bridgewater is a member).

The pack is aimed at young housing applicants aged between 16 and 21 and gives comprehensive information on what it takes to live independently. It covers a range of issues from choosing where to live to maintaining a tenancy and careful budgeting. The aim of the pack is to raise awareness of the responsibilities associated with being a tenant, which will hopefully assist the young person decide whether he or she is ready to take on a tenancy. The pack is made available at the point of application.

Example: 'Welcome to your Home' pack

Knowes Housing Association leaves each new tenant a "Welcome to your Home" pack in their new home which provides them with information on the wider community and groups or initiatives they may be interested in.

Example: New Tenant Gift Packs

Wishaw & District Housing Association give free gift packs to new tenants to help them settle into their homes. The reusable cotton bags contain useful items for around the house such as washing up liquid, sponges, cloths, air freshener and a house shaped money box in which to save change.

Example: Early visits with new tenants

As well as pre tenancy interviews, a tenancy sign-up process and the provision of written material and leaflets Renfrewshire Council aim to make personal contact with all new tenants within 24 hours of the tenancy starting. This means that they are able to deal with any necessary outstanding issues and act as a first point of contact for the new tenant during the initial settling-in period. A key part of this early visit is to remind new tenants of support and services available to assist with the range of issues that new tenants may face, such as accessing housing benefit, help with furniture grants, phone calls to utility companies etc.

Financial Support Officers give advice to new tenants who have been identified as vulnerable because of the information gathered from pre-tenancy interviews. In particular 16 - 25 year olds are referred to their prevention service for tenancy sustainment group work and one-to-one advice and practical support.

The Housing Support Team give tailored housing support to new tenants who need some help to settle into their new home and to sustain their tenancy. They also commission further services from providers for new tenants the Council assesses as needing support from a specialist provider. This support is provided to applicants and tenants who are vulnerable because they have a history of alcohol or other substance misuse, have a history of offending behaviour, or who have mental health problems which may impact on their ability to cope in their new home.

During 2009-10 Renfrewshire Council have cut the number of tenancies failing and resulting in eviction as well as reducing abandoned tenancies.

Example: Decoration allowances

Fife Housing Association awards decoration allowances to properties at the start of a tenancy and also gives new tenants details of charities which give good quality furniture/white goods at a reduced price.

Example: My Home: Easy to read guide to your tenancy agreement

Glasgow Housing Association has developed an easy to read guide to the tenancy agreement for tenants. It is made up of easy read words and pictures and sets out what is expected of the tenant and what they can expect from their landlord.

Page updated: Thursday, August 05, 2010