Income management and arrears prevention policy

We’re committed to the effective and efficient collection and management of its income from the letting of homes and garages, and to supporting tenants in sustaining their tenancies, especially in times of financial stress. Rent pays for the services provided to tenants, including tenancy management, repairs, and essential maintenance of our homes, so it is essential for rent collection to be maximised through effective management of rent arrears. This policy sets out our approach to preventing rent arrears, and to maximising our collection of income from both current and former tenants. Specifically, it covers:

• our expectations for the prompt and full payment of rent
• the advice and support we can provide to help households maximise their income and effectively manage their finances
• the steps we will take when an account is in arrears
• the consequences of non-payment of rent

At all times it is our primary objective to collect the rental income that is due to us so we can provide the best services possible, while recognising that financial pressures can be challenging so we must provide support and advice to tenants in times of need to enable the longer term sustainment of tenancies.

Read the full policy document