The Thrive Deal for Tenants

Your questions answered

  • What does the Thrive Deal mean for me?

    The Thrive Deal does not change your existing agreement with us and the terms of your tenancy or lease remains the same.

    The purpose of the Deal is to simplify our existing policies and make sure we are clear on what is your responsibility (the customer) and what is ours (the landlord). The Deal is split into three sections;

    • Your Home
    • Our Relationship
    • Your Tenancy

    Please note; that some elements of the Thrive Deal will not apply to customers who joined Thrive before June 2018 including the following.

    • Payment of rent four weeks in advance - existing tenancies require rent to be paid one week in advance.
    • Digital engagement, although where it is more convenient for you we would encourage all customers to look register on the myThrive hub.
    • Payment of rent by direct debit. This is an easier and more convenient way of keeping your account up to date.
    • Length of tenancy - for some existing customers this will be a seven-year Fixed-Term Tenancy, for others, you will have an Assured Tenancy or an Assured at Transfer Tenancy which is not timebound.

    Within the Home Standard:

    • ‘Thrive’s offer at the start of tenancy’ only applies to new customers.
    • ‘Thrive’s offer after the property has been let’ and ‘Your responsibility’ (column four) apply to new and existing customers.
  • How do I know what type of tenancy I have?

    The type of tenancy you have will be detailed on your agreement which you would have received when you moved into your home. If you no longer have a copy of this, you can request it on the myThrive hub.

    Full definitions of each tenancy type are included in our Tenure Policy.

  • What is a Home Plan visit?

    Home Plan is an annual visit where we have a chat about how things are going with you and your family and look at the condition of your home.

    Home Plan has benefits for both you and Thrive by providing an opportunity to highlight any issues that need to be fixed and to get an up to date record of the property’s condition and any upcoming required works.

    Click here to learn more about Home Plan.

  • What is an inventory?

    An inventory is a written and photographic record of the condition of the property. It is agreed and signed by both Thrive and you (our customer) and will reduce misunderstandings in the future about the condition of the property.

    Find out more in our Inventory Factsheet.

  • Why has Thrive introduced new digital options?

    Our digital services are available anytime, anywhere and at a time that is convenient to you.

    Many of our customers expect to be able to engage with Thrive via their smartphone and this is one of the reasons why we created the myThrive hub.

    Introduction of new digital self-service enables Thrive to free up our customer service agents to deal with more complex enquiries.

  • What if I have no access to a smartphone?

    Our digital services can be accessed through any smartphone device or computer. If you don’t have your own, you can still contact us by phone or you could consider visiting your local library as they offer free use of a computer.

  • What repairs am I responsible for?

    Your Tenancy Agreement sets out details of the repairs that you are responsible for and those which Thrive will fix.

    Tenancy agreements can be different so don’t assume that yours is the same as your neighbours’. If it is not set out in your Tenancy Agreement, reference our online repairs tool to understand what your responsibilities are.

    If there is nothing in your Tenancy Agreement about an item e.g., fencing, then our policy is to follow the online reporting tool.

  • Can I make alterations to my home?

    All Tenancy Agreements before June 2018, state that you should ask Thrive for permission prior to making any alterations and receive written consent from us.

    We recognise that many customers will have been in their home for several years. If you have made any alterations, we will identify this during your Home Plan visit and we will work with you on any action required.

    New customers with a digital tenancy (from June 2018) are not permitted to make alterations under the terms of their tenancy.

  • Why is Thrive introducing charges?

    All existing Tenancy Agreements include a condition regarding damage to your home, its fixtures and fittings and communal areas.

    Thrive wants to provide good services to our customers and sometimes we are asked to do things that we are not legally responsible for. This is an extra cost that prevents us from doing something else, so we are introducing charges where appropriate.

    We recognise that there are times when customers would like some help and, in these instances Thrive will be able to offer a service at a charge.

    For a customer who has signed up after June 2018, this will be charged as additional rent.

  • I’m on a Fixed Term Tenancy, what happens at the end of the tenancy?

    We will visit you at least six months before the end of your fixed term tenancy and will serve a notice stating whether Thrive is minded to;

    • grant another fixed-term tenancy
    • terminate the tenancy but offer suitable alternative accommodation or
    • terminate the tenancy with no offer of alternative

    More information can be found in our Tenure Policy.

  • Does the information about withholding services apply to everyone?


    The purpose of the Thrive Deal is to develop and maintain a mature, open and transparent relationship where everyone knows where they stand and what to expect from each other.

    There are occasions where customers do not meet the terms of their tenancy agreement. Where this has happened, Thrive will withhold certain services for a period of six months as set out here.

Head to the Thrive Deal by clicking on the section you need below