Tenant Support Fund Policy consultation

Policy Statement

We recognise that sometimes customers can find themselves in financial hardship, where paying for essential outgoings becomes very difficult. This can lead to issues sustaining a tenancy including rent arrears, reliance on creditors or the loss of essentials such as heating or food.

In recognition of this we have a support fund to help in these situations.

The aim of this policy is to provide a clear and consistent framework within which applications to the Tenancy Support fund can be assessed and accessed.

Scope

This policy extends to all current tenants and will be considered on a case-by case basis. It is not applicable to shared owners, leaseholders or garage tenants.

Policy Detail

Eligibility and Assessment 

The Tenancy Support Fund is discretionary, and each application will be considered on a case-by-case basis against the criteria set out below. The Fund is defined as: targeted support/relief to tenants requiring help to sustain their tenancies when they face hardship. It is not intended as a means of long-term support.

The following criteria are not exhaustive but provide a framework for the application of the fund:

• Those who are financially impacted because of poor mental health /crisis or other medical issue.
• Those in fuel poverty
• Those who require emergency support for food or essential household items
• Those who have experienced a change in circumstances for example a loss of employment, changes in the household composition and income etc
• Support to move (downsize, pay arrears on mutual exchange to allow move to go ahead or to lower rent)
• Support to attend interviews/pursue employment (childcare, taxis etc.)
• To fund white goods/furniture where a third-party charity or agency is unable to help
• Any other factors that might cause hardship or financial difficulty

When considering any application, the following will be considered as part of the assessment:

• Is the support required of a temporary nature? We define temporary as up to a 6 month period
• Have all relevant avenues for alternative support been exhausted?
• Is the applicant in receipt of all the benefits they are entitled to?
• Can the household sustain their tenancy? Or is support required to do so
• If support is required, is the applicant willing to engage with this?
• Could the applicant reasonably be expected to reduce their non-essential household expenditure? We will complete an income and expenditure assessment to help with this.
• Would it be beneficial for the applicant to consider moving to more suitable accommodation? Would support to do this be appropriate?
• Has there been a previous award within the last 12 months? This is not to say that a further award will be granted however the circumstances and requirement will be considered.
  
  

Application Management

We want to make it as easy as possible for those in need to receive support. As such, we will accept applications in the following ways:

• Via the telephone or other communication channels (email, social media, website chat or in person)
• Internal referrals from other teams
• applications/referrals from third parties
  
  

We want to make sure that as many people as possible can benefit from this policy, so we may use information that we store about the property someone lives in, or their household information to proactively offer this support fund. Personal data will not be shared with any third parties for this purpose without the express consent of the customer concerned.

We will discuss the financial position of each applicant to confirm eligibility, with a full financial assessment completed for the second or more vouchers issued.

A cap of £500 will be applied to a household within a rolling 12 month period.

Exceptions to the amount and frequency of support will be considered on a case- by-case basis and will require approval by the Head of Housing, Head of Customer or Assistant Director of Customer Experience.

Reasons for Declining Support

We reserve the right to decline any application where a tenant, or their household, is in breach of their tenancy agreement, especially in cases of persistent and/or serious anti-social or criminal behaviour.

When deciding, all known information regarding the household and their circumstances will be considered, to help wherever possible. Support will never be declined due to rent arrears.

Monitoring & Review

All requests for assistance from the Tenancy Support fund will be logged.

A quarterly report will be submitted to Leadership team showing amounts and decisions made for that quarter.

This policy will be subject to an annual review in accordance with the organisation’s annual budget.

Leadership team is responsible for monitoring the effectiveness of the policy.

Day to day responsibility for the administration and issuing of the fund lays with the Heads of Housing and Customer, with the Assistant Director of Customer Experience ultimately accountable for its administration.

Our Tenancy Support Fund is a discretionary fund designed to provide short‑term help to tenants who are experiencing financial hardship and are struggling to sustain their tenancy. 

The fund is intended to offer targeted, temporary support in exceptional circumstances, rather than ongoing financial assistance. 

Each application is considered individually, taking account of a customer’s circumstances, whether other support options have been explored, and whether the assistance requested will help stabilise the tenancy. 

There is no automatic entitlement to the fund, and decisions are made based on need, available resources and the aim of supporting sustainable tenancies.