This summary provides an overview of our full Rent Arrears Prevention and Recovery Policy.
Purpose
- Sets out how we will prevent, manage and recover rent arrears.
- Supports tenants to sustain their tenancies and remain in their homes.
- Explains the advice, support and recovery actions available when rent arrears occur.
Key principles
- Prevention is better than enforcement.
- We take a firm but fair approach to rent collection.
- Support is available whether or not you are already in arrears.
- We will consider vulnerability and make reasonable adjustments where needed.
Objectives
- Identify financial difficulties at an early stage.
- Provide access to advice, benefit checks and debt support.
- Prevent evictions wherever possible through engagement and support.
- Maximise rent collection to support housing services.
Measuring success
- Rent collected as a percentage of rent due.
- Levels of current and former tenant arrears.
- Customer satisfaction with advice and support services.
- Tenancy sustainment and successful repayment arrangements.
What you can expect from us
- We will contact you as soon as possible if your account falls into arrears.
- We will help you understand your options and agree realistic repayment arrangements.
- We will offer support with benefits, budgeting, income maximisation and debt advice.
- We will keep you informed about any action being taken on your account.
Other information you should know
- We may use income and expenditure assessments to understand your circumstances and identify support needs.
- Vulnerability checks are carried out before legal action progresses and before eviction is considered.
- Eviction is a last resort and opportunities for support continue throughout the recovery process.
