Tenancy Management Policy Review

Tenancy Management Policy

Thank You for Sharing Your Views

Thank you to everyone who took part in our recent Tenancy Management Policy survey and focus group. Your feedback plays a vital role in helping us shape a policy that is fair, clear, and supportive for all customers.

Why we held the survey and focus group

We are reviewing our Tenancy Management Policy.
This policy explains how we manage tenancies and licences, and what both customers and colleagues can expect from us. It helps make sure everyone is treated fairly and understands their rights and responsibilities.

We asked for your feedback so we could understand:

✔ Your rights

What you should expect from us as your landlord — including how we keep your home safe and how we support you throughout your tenancy.

✔ Your responsibilities

What we need from you to help keep your home in good condition and your tenancy running smoothly.

✔ What to do if you need help

How to contact us if something goes wrong, if you’re struggling with your tenancy, or if you need extra support.

✔ How we deal with problems

How we work with customers when issues happen, and the steps we take to resolve them fairly and safely.

✔ Important changes during your tenancy

What happens if you want to move home, make changes to your tenancy, or end your tenancy.

Your views help us make sure the policy is clear, easy to understand, and written in a way that works for customers from all backgrounds.


What we heard from you

Through your survey responses and focus group discussions, you told us:

  • Some customers want clearer communication before and during tenancy management checks.
  • Many people would like less jargon and more simple, easy‑read versions of policies.
  • Customers want to understand their rights better, including how their information is used and how to update their details through My Account.
  • Positive experiences were shared too, especially where officers took time to explain visits and adapt to individual needs.

(These insights were taken from the focus group notes and survey data.)


What happens now

We are now reviewing all customer feedback from both the survey and the focus group.
Your comments will help us:

  • improve the clarity of the policy
  • reduce jargon and explain key terms
  • strengthen information about reasonable adjustments
  • improve communication about home visits
  • create a clearer “Policy on a Page” summary

Once the updated policy is ready, we will publish an update on the Citizens Together Hub so you can see how your feedback has shaped the final version.


Tenancy Management Policy

Thank You for Sharing Your Views

Thank you to everyone who took part in our recent Tenancy Management Policy survey and focus group. Your feedback plays a vital role in helping us shape a policy that is fair, clear, and supportive for all customers.

Why we held the survey and focus group

We are reviewing our Tenancy Management Policy.
This policy explains how we manage tenancies and licences, and what both customers and colleagues can expect from us. It helps make sure everyone is treated fairly and understands their rights and responsibilities.

We asked for your feedback so we could understand:

✔ Your rights

What you should expect from us as your landlord — including how we keep your home safe and how we support you throughout your tenancy.

✔ Your responsibilities

What we need from you to help keep your home in good condition and your tenancy running smoothly.

✔ What to do if you need help

How to contact us if something goes wrong, if you’re struggling with your tenancy, or if you need extra support.

✔ How we deal with problems

How we work with customers when issues happen, and the steps we take to resolve them fairly and safely.

✔ Important changes during your tenancy

What happens if you want to move home, make changes to your tenancy, or end your tenancy.

Your views help us make sure the policy is clear, easy to understand, and written in a way that works for customers from all backgrounds.


What we heard from you

Through your survey responses and focus group discussions, you told us:

  • Some customers want clearer communication before and during tenancy management checks.
  • Many people would like less jargon and more simple, easy‑read versions of policies.
  • Customers want to understand their rights better, including how their information is used and how to update their details through My Account.
  • Positive experiences were shared too, especially where officers took time to explain visits and adapt to individual needs.

(These insights were taken from the focus group notes and survey data.)


What happens now

We are now reviewing all customer feedback from both the survey and the focus group.
Your comments will help us:

  • improve the clarity of the policy
  • reduce jargon and explain key terms
  • strengthen information about reasonable adjustments
  • improve communication about home visits
  • create a clearer “Policy on a Page” summary

Once the updated policy is ready, we will publish an update on the Citizens Together Hub so you can see how your feedback has shaped the final version.