December 2024

Agenda covered:

• Annual Rent Review Letters

We currently have around 16 different letter templates that we have to use, based on tenancy agreements, location and other criteria, and so we have provided the two letter templates that cover the most customers (around 80% of our customers). There is one example for our customers in the ‘North’ (who are on variable service charge agreements), and one example for our ‘South’ customers (who are on a fixed service charge agreement).

The letter templates cannot realistically be altered too much as we have strict governance/statutory criteria that we need to follow in order for the letters to be deemed valid. However, we appreciate any feedback on the layout and content, and where possible, we will take this on board.

• Relocation, Resettlement and Home Loss Policy

Customer Forum agreed that the policy is clear, fair and reasonable and takes into consideration people’s needs. Panel discussed different scenarios of reasons for moving.

Customers especially agree with the point 41 of the policy to allow temporary decant to change into permanent move into alternative property to avoid further nuisance to customers.

They would like to see example of how long they would need to be temporarily decanted to be allowed the choice to stay there permanently or move back.

Customers also suggested to explain in the policy (paragraph 61) that in scenario that they have gone through housing register and gained accommodation with different housing provider, they will not be moving back to original property at later date.

Customers also suggested putting in some information about any support for people whose possessions, especially electric, got damaged while they had no insurance.

Another suggestion was to include any support to pet owners while they decant to different property.

Further consultation opportunity here: Consultation on Relocation, Resettlement and Home Loss Policy | YourVoice

• NAPs progress

(ESG Update has been postponed to later meeting)