The myThrive Hub is currently down

You can still pay online on our website.

To raise a repair, please speak to our team using live chat or email

Thank you for your patience whilst we fix the issue!

Your Tenancy

Thrive Deal

Your Tenancy 

Your tenancy is the contract between you and us that allows you to live in your home. This document sets out what you can expect when you sign a tenancy agreement with us, and what you need to do to maintain or change your tenancy, and how to end your tenancy.

Our offer to you: a stable tenancy from a professional landlord where you can build your life.

This means:

  • A stable tenancy, which will usually last for seven years and won’t end before your tenancy agreement says it will, giving you certainty in your home.
  • A professional, ethical landlord that does what it says it will and treats you fairly.
  • You can build your life in a home that you can afford and that meets your needs.

What we ask of you: keep to the terms of your tenancy agreement and pay your rent and charges in advance.

This means you need to:

  • Understand and meet your responsibilities as set out in the tenancy agreement.
  • Pay your rent and service charges in advance in accordance with your tenancy.

Scroll down to read more information about becoming a customer, paying your rent, changes to your tenancy, anti-social behaviour, keeping pets, ending your tenancy, accessing your home and charges.

  • Becoming a Thrive customer

    We aim to make the process of applying for and securing a Thrive home as fair, clear and straightforward as possible.

    Before we can offer you a tenancy, you need to provide us with some important information and give us permission to make background checks. The information and checks required, along with full details of how to apply for and secure a home, are set out in our Guide to Becoming a Customer.

    Once you have been offered a tenancy you will need to provide evidence that you have paid four weeks’ rent in advance and setup a direct debit with us, ensure that you have fully read and understood your tenancy agreement and how to manage your home before we can give you the keys to your new home.

    To bid for a Thrive home you must be registered with and have been accepted by the Local Authority. We let homes in accordance with our Empty Homes and Lettings Policy and our Tenure Policy, based on the needs stated in the housing application.

    We occasionally have a limited number of homes that we can directly let to people with a specific housing need (i.e. sheltered accommodation) or that have already been advertised by the local council but are proving more difficult to let. When available, we list these homes on our website at

  • During your tenancy

    Paying your rent

    You must pay your rent by direct debit and always be four weeks in credit.

    If you receive benefits to help you pay your rent, you are responsible for notifying the Local Authority or the Department for Work and Pensions of any changes in your circumstances to ensure that your claim stays up to date.

    If you are having difficulties paying your rent, please contact us as soon as possible and we will work with you to resolve the situation.

    Tenancy type

    Thrive’s Tenure Policy sets out the different types of tenancies we offer. Typically, customers will be offered a 12-month starter tenancy before moving on to a fixed-term or assured tenancy, usually for a term of seven years.

    Changes to your Tenancy

    We understand that sometimes life events will mean that you may want to change your tenancy. This could be due to a relationship breakdown or the death of a tenant. Visit our FAQ page for more information.

    Anti-social behaviour (ASB)

    We do not tolerate anti-social behaviour and we aim to deal appropriately with all cases to resolve them as quickly as possible. More details can be found in our ASB policy.

    Keeping pets

    It’s important that you let us know if you would like to keep a pet. You can fill out a pet permission request form here, where you can also provide a copy of the Certificate of Exemption (if required by law to keep a breed of dog listed on the Dangerous Dogs Act). If pets cause a nuisance or are mistreated, permission will be withdrawn.

    Breach of tenancy

    If you do not comply with the terms of your tenancy or work with us to resolve the situation, you could lose your home.

    Breaching your tenancy agreement can also result in you losing access to certain services, as set out in our Withholding Services document.

  • Ending your tenancy

    If you want to move out, you must give us four weeks’ notice and continue to pay your rent during the notice period. If you have a fixed-term tenancy, we must agree to a surrender of the tenancy.

    If you return the keys without giving the correct notice, rent and other charges will be liable until the notice period expires.

    You must return the home in the same condition as it was when you moved in, with all personal possessions removed. If it is not in an acceptable and clean condition, you must rectify the damage at your own expense or be charged by us to complete the work.

    In the unfortunate circumstances when a tenant has died, the Next of Kin or Executor will need to serve notice to end the tenancy and provide a copy of the death certificate. The four week’s notice period does not apply, but rent will be charged to the estate of the person who has died until the keys are returned. If the tenant was in receipt of housing benefits, payments cease after the tenant has died.

    In all cases vacant possession of the home must be given. There must be no-one still living there, and all pets and possessions should be removed, leaving the property and garden clean and clear. The property must be returned in an acceptable and clean condition. Where this is not possible, charges will apply to the deceased tenants’ estate.

  • Access to your home

    Sometimes we will need to visit your home to undertake repairs, safety checks and inspections. We will normally give at least 24 hours’ notice of a visit and try to find a time that is convenient for you. In return, you will need to give us access to the property.

    If you’re unable to keep your appointment, you must let us know by 3pm on the previous working day. Failure to do so will result in any repair jobs being closed and a charge issued to you. If we miss an appointment on the day without giving you notice we will pay compensation in accordance with our Statement of Charges and Compensation.

    Occasionally, in limited circumstances, we may need access to your home without giving notice. This might be in order to carry out essential emergency repairs, to remedy a health and safety risk, or where there is reason to believe a customer is incapacitated. We will make sure your home is secure afterwards.

    If we have difficulty contacting you, we may make unannounced visits. You will not be charged if you are not in when we call, but if you don’t respond to a request to contact us this will trigger a tenancy investigation.

  • Charges

    We will charge you in advance for any services that fall outside our contractual obligations set out in the Tenancy Agreement. We apply charges in a fair, consistent and transparent manner and you will be notified about any charges you need to pay.

    Charges will be recovered as additional rent. You can find more details about services we charge for and when charges will be made in our Statement of Charges and Compensation.

Other information you may find useful