Tenancy Sustainment
Our Tenancy Sustainment service offers short-term, intensive support to tenants with multiple needs who are at serious risk of losing their homes. By working with customers, and sometimes alongside other external agencies, we ensure tailored support is matched to individual needs.
Customers who access the service will be assigned a Tenancy Sustainment Officer (TSO) who will provide intensive housing management support. The TSO will agree on the frequency and methods of contact that best suit the needs of the customer, with the aim of working towards ensuring the tenancy is safe and sustainable.
Who can benefit?
- Customers experiencing difficulties in maintaining their tenancy and placing it at risk
- New customers with multiple needs and limited experience in managing a tenancy
- New customers with complex needs who need assistance transitioning into independent tenancy management
- Customers whose circumstances have placed the stability of their tenancy at risk.
Areas of support
The services provides additional housing management services to bpha customers with additional needs.
Additional or intensive housing management functions include but are not limited to:
Rent and financial management:
- Ensuring rent is paid regularly and on time
- Helping customers reduce rent arrears
- Supporting customers to apply for/manage Housing Benefit and other welfare benefits.
Tenancy agreement and compliance:
- Explaining the tenancy agreement and helping customers comply with it
- Ensuring customers are aware of their rights under the tenancy agreement
- Offering advice and facilitating the move to alternative accommodation as needed.
Property Maintenance and Inspections:
- Organising property inspections and arranging necessary repairs or improvements, including furniture replacement (where appropriate)
- Providing advice and guidance on maintaining a reasonable standard of hygiene in the property.
Support and Coordination:
- Assisting customers in accessing other support providers as needed
- Coordinating with relevant agencies, both statutory and voluntary, on behalf of the customer.
Health, Safety, and Nuisance Management:
- Addressing and resolving nuisance issues
- Ensuring customers understand health and safety-related issues impacting their tenancy
- Enhancing customer safety by monitoring visitors, including contractors and professionals, and conducting health and safety risk assessments of the property.
Cost of service
If you are in receipt of full housing benefit, you will not need to make any additional payments for this service however a TSO will need to complete paperwork with you to confirm eligibility.
If you are not receiving Housing Benefit, please speak to your Housing Officer for further information and assistance.
Accessing the Tenancy Sustainment Service
For more information on how to access the service or to request a referral, please speak to your Housing Officer or call our Customer Communications Centre on 0330 100 0272
