Withholding services
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Definition of a breach
A tenant will be in breach of their tenancy if they fail to comply with items laid out in their agreement. A breach within the last 12 weeks includes, but is not limited to:
- Any rent or charge arrears in the last 12 weeks OR credit of less than four full weeks rent in advance for digital tenants.
- A digital tenant not paying by direct debit (unless an exception has been agreed by Thrive).
- A digital tenant failing to use digital methods to contact Thrive, unless an exception has been previously agreed; for example requesting rent balances.
- An antisocial behaviour complaint is being upheld and a warning has been issued.
- Preventing access for services; for example, not responding to our communications or if you have refused access once or more than once in a 12 week period.
- Not adhering to the Health and Safety requirements of communal areas.
- Persistent damage to the property over a 12 month period in accordance with our Offer & Ask statements; for example:
- gardens not maintained, with two or more letters or emails received about the condition
- Home Plan failure - no improvement in the condition since the last Home Plan visit where the repairs are the tenant’s responsibility
- disregard for the cleanliness of property
- careless damage.
Once breach triggers are reached, customers need to return their conduct in line with their tenancy and then remain in line for six months before services are restored.
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Restricted services
The following services may be restricted when a customer is found in breach of their tenancy:
- Internal transfers, transferring to another Thrive property through the Housing Register or mutual exchange. Exceptions: where a property is under occupied or if a move will improve suitability (i.e. adaptation) and result in a more sustainable tenancy.
- Permissions
- to keep pets (unless required on medical grounds)
- to have a lodger
- to run a business from home
- to install a satellite dish.
Exceptions: Permissions will be granted irrespective of tenancy breaches where the permission will remedy another tenancy breach; for example, a request for a lodger in a spare bedroom would be considered when a tenant is in arrears, as this will help payment. - Tenancy changes; for example, changing from sole to joint tenancy or joint tenancy to sole. Exception: where a court order requires the change and when it’s in Thrive’s interest to allow this i.e. there is a relationship breakdown and the account is in credit.
- Property assignment. Exception: where the assignment of a property is required by court order.
- Major works, kitchen and bathroom renewals will not be carried out until a tenancy breach is rectified. Please note, this is not a refusal to carry out repairs.
- Restricted communication, customers who are deemed abusive and threatening will be restricted to written or email communication alone.
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Services not liable for restriction
The following services may be restricted when a customer is found in breach of their tenancy:
- aids and adaptations
- major works - except for kitchen and bathroom renewals
- repairs.