Empty Homes Policy

1. POLICY PURPOSE

1.1 One Manchester (OM) is committed to delivering a high-quality, customer-focused Empty Homes service that ensures homes are safe, well-maintained, and offer value for money. This policy sets out One Manchester’s approach to managing its empty homes. It aims to reduce the amount of time that homes remain empty whilst ensuring that they are safe for new customers and meet all legislative and regulatory requirements.

1.2 In particular, it aims to ensure that new customers have a home that they are proud to call their own and that they experience high levels of satisfaction.

1.3 OM believes that effectively managing its empty homes helps to create and maintain sustainable neighbourhoods whilst also protecting the value of its asset base.

2. POLICY SCOPE

2.1 This Policy should be adopted by our in-house maintenance service and any associated sub- contractors and applies to all empty homes where OM have responsibility for letting homes. It applies from when OM are made aware that a home is, or is about to become vacant, to when a new customer moves in.

2.2 The policy does not apply to those homes which have been earmarked for redevelopment, demolition or where homes are used to re-house customers on a temporary basis.

2.3 We aim to:

• achieve high standards of customer service in the delivery of empty homes
• we aim to complete empty homes within the agreed timescales. Where an empty home is classed as requiring Major works this will be 40 days and empty home’s requiring minor works will be 15 days
• ensure customers with special requirements or support needs get equal access to the service, including providing reasonable adjustments where required
• provide homes to a good standard where customers can live safely
• be open with customers and listen to them through customer feedback and involvement with regards to our Empty Homes Policy and Lettable Standard
• meet the requirements set out in the Regulator of Social Housing (RSH) Consumer Standards
• achieve value for money in the delivery of empty homes

2.4 Homeownership/Leasehold, Right to Buy and Shared Ownership homes are not within the scope of this policy. This policy applies to all OM teams that manage social rented, extra care and homes marketed on a market or commercial rent basis.

3. POLICY STATEMENT

3.1 OM is committed to managing a high-quality, efficient and cost-effective empty homes service. OM aims to provide quality homes to its customers that contribute to their well-being and success, ensuring that the homes provided are safe, secure, warm and affordable.

3.2 OM will let homes by using a combination of its own waiting list and Manchester Move where homes are provided for social rent customers. Where homes are for market rent, these shall be let using online property portals (e.g. Rightmove), independent agents or OM’s own list as required. All homes will be let in accordance with all relevant legislation and regulations and in accordance with the directions of the Regulator for Social Housing.

4. TERMINATION OF TENANCY

4.1 Customers are required to give OM four weeks written notice of their intent to terminate their tenancy agreement. Tenancies shall always end on the Sunday following the end of the four-week period. Market rent tenancies can end on any day. OM requests that customers return keys and any fobs by 10am on the Monday immediately following the Sunday (tenancy end-date) or as stated within the tenancy agreement. During the notice period, and subject to condition (determined at the “pre-termination” inspection), OM shall endeavour to advertise the home to assist in the reduction of the end-to-end time for re-let purposes.

4.2 Where keys and any fobs are not returned to OM in accordance with paragraph 4.1, then a charge of one week’s rent will be payable by the outgoing customer. This charge covers the cost of a lock change at the property and the resultant inconvenience/ delay in having full possession of the home.

4.3 Outgoing customers should allow a representative of OM to carry out a “pre-termination” inspection on all tenancies. This will allow OM to turnaround the home quickly and to identify and discuss with the outgoing customer the expectations that the home that they are leaving it clean and clear of all personal belongings including common areas and gardens and the explain the implications to tenants if this is not the case and any rechargeable repairs as well as identify the nature and extent of repair work. Any special adaptations can be identified as well as any customer “improvements” assessed.

4.4 OM requires all customers to vacate their home leaving it clean and clear of all personal belongings including common areas and gardens. Exceptions may be allowed subject to mutual agreement and prior to termination of the tenancy. Where OM believes a home has been abandoned, the Abandonment Policy and Procedure shall be followed.

4.5 Where a deposit is held, these will be returned in accordance with the terms and conditions set out within the UK Government approved custodial deposit scheme (currently the Deposit Protection Service), and tenancy agreement.

4.6 A home is considered empty when:

• a tenant gives notice and terminates their tenancy and hands back vacant possession
• a tenant transfers to another One Manchester home and hands back vacant possession
• the tenant is shown to have abandoned their home without providing the required notice or handing back the keys to it
• the home has been the subject of a warrant of possession issued by the County Court and executed by a bailiff
• the home is new to One Manchester such as when new homes are developed by either internal or external teams for use by One Manchester and are not allocated or occupied

5. EMPTY HOMES INSPECTION

5.1 The Building Surveyor shall undertake an Empty Homes Inspection (using the appropriate Empty Homes Lettable Standard) to assess the condition of the home and to identify any remedial works required and conduct an EPC assessment.

5.2 It is the goal of OM to have all homes at C or above where possible, where this is not possible it may be removed from the empty homes process pending further inspection and/or appraisal. EPC’s shall be ordered by the Project Co-ordinator (Sustainability/Carbon Reduction/Retrofit)

5.3 Any remedial works shall be logged and ordered by the Building Surveyor, and these works shall be undertaken by the selected OM team or external contractor within the agreed timescales.

6. CLASSIFICATION OF EMPTY HOMES

6.1 The Building Surveyor shall categorise the empty home as either a Major or Minor empty home in line with the CORE reporting method outlined from the Regulator of Social Housing (RSH). A Major categorisation will be assigned when works which could not be reasonably carried out with a tenant in occupation and which need to be carried out in a property while it is vacant. They involve remedial works that are necessary for the property to remain habitable; they would include structural repairs; works related to increasing the EPC rating to a C or above, site works, service installations and any works that significantly improve the dwellings, such as Kitchen and Bathroom renewals. Any emergency repairs that put the Health, Safety and Security of the customer or third party, at immediate risk, would also be classed as Major. All other works shall be categorised as Minor.

6.2 Where significant structural faults, significant dampness and/or mould or the presence of Japanese Knotweed are identified these homes may also be categorised as Major and may be removed from the empty homes process pending further inspection and/or appraisal.

6.3 Homes requiring future investment decisions to be made, demolition, sale or for use as temporary accommodation for decant purposes shall be excluded from this policy and the empty homes process. Any home with adaptations which may be suitable for a customer awaiting major adaptation works, may also be removed from the empty homes process.

7. COMPLIANCE, CERTIFICATION AND PROPERTY DATA

7.1 All One Manchester homes shall have all compliance related inspections and certification completed (EICR’s, LGSR’s etc) and any resultant remedial works undertaken prior to the home being re-let where these affect the immediate or short-term safety of the customer. Where defects are identified but not considered urgent these will be programmed to the appropriate planned or major works programme.

7.2 At the point of re-let, all One Manchester homes shall have an up-to-date Energy Performance Certificate (EPC) and aim to have a rating of C or above.

7.3 All homes where required under the Control of Asbestos Regulations 2012, shall have an up-to- date Asbestos Survey and customers should be informed of any asbestos within the home at the point of re-let, this should include advice on managing asbestos within their new home and what action should be taken if it is disturbed.

7.4 OM homes shall be assessed using the Housing Health & Safety Rating System assessment criteria and this shall be recorded upon the associations computer systems. A stock condition and attribute survey shall be completed on an empty home after all repair works are carried out and prior to re-let should there not be a current (within the last 5 years) survey.

7.5 All OM homes must be considered to be “decent” under the Decent Homes Standard (as updated in 2006) and the Building Surveyor (Asset Management) shall ensure that all works are ordered so as to ensure that empty homes meet this standard prior to re-letting. This shall include but not limited to the assessment of the kitchen and any bathroom(s) or washing facilities in the home.

7.6 Data gathered during the empty homes process shall be stored securely upon the associations computer systems and used to monitor stock condition and inform compliance, planned and major works programmes.

8. RECHARGEABLE REPAIRS

8.1 It is the responsibility of all relevant OM colleagues to determine whether the Recharge Policy and Procedure applies and to take responsibility for initiating it.

9. EMPTY HOMES LETTABLE STANDARD

9.1 The appropriate Empty Homes Lettable Standard shall be used to determine the works required to enable empty homes to be re-let. It shall be formulated with the help of the customer feedback panel and take into account current legislative and regulatory requirements.

9.2 Specifically:

• Where considered strictly necessary by the Building Surveyor walls shall be replastered in full or a skim coat applied
• The Building Surveyor will confirm where full or partial re-decoration is appropriate. A paint pack will be issued to the incoming customer where required
• Wallpaper that is in poor condition shall be stripped
• Wooden or laminated flooring shall remain in place where in good condition and in agreement with the incoming customer (via a “gifting arrangement”)
• Carpets, where considered in good condition and free from major defects, shall remain in place subject to agreement by the incoming customer (via a “gifting arrangement”)
• Kitchen and Bathroom vinyl floor coverings shall be provided. These may be those previously laid or new coverings, this being at the discretion of the Building Surveyor
• Curtains and blinds where in good condition shall be left in place and gifted to the incoming customer subject to agreement (via a “gifting arrangement”)
• Where Japanese Knotweed is found, the incoming customer shall be made aware of its presence and any remedial action being undertaken including estimated timescales for its removal

9.3 Where homes are for commercial/market rent, works may also include the cleaning, repairing or replacement of various furnishings and white goods and appliances.

10. LETTING EMPTY HOMES

10.1 During the empty homes process, the Neighbourhood Officer will confirm with the Empty Homes Team that the property is safe to view and will arrange to meet the prospective customer at the property to carry out the viewing.

10.2 When the ready-to-let date is confirmed, the Neighbourhood Officer or Independent Living Officer will contact the prospective customer to either arrange a viewing, if they have not already viewed the home or to arrange a meeting at the property to complete the sign-up. The prospective customer will be advised to bring proof of identification and any other relevant parties, such as support workers, will also be notified of the appointment.

10.3 On the day the property is ready to let, the tenancy agreement will be sent to the prospective customer to read, sign and return. Rent will be taken before meeting at the property to hand over the keys. At the property, the customer will be shown around so they are aware of key features such as meter locations and any actions they need to take, including changing utility suppliers if they wish, updating Universal Credit or Housing Benefit where required and notifying Council Tax of their tenancy.

11. ASSOCIATED POLICIES AND DOCUMENTS

11.1 Internal Documents:
• Empty Homes Lettable Standard
• Commercial/ Market Rent Empty Homes Lettable Standard
• Empty Homes Procedure
• Repairs Policy
• Recharge Charge Policy and Procedure
• Abandonment Policy and Procedure
• Access Policy
• Allocations Policy
• Former Tenant Arrears Management Policy
• Garage Allocation and Management Policy
• Market Rent Policy
• Rent and Service Charge Setting Policy
• Rent to Buy Policy
• Starter Tenancy Policy
• Succession and Assignment Policy
• Temporary and Permanent Moves policy
• Tenure Policy

12. REGULATORY BREACH AND ESCALATION

12.1 All colleagues must consider whether any issue, incident, failure, or concern identified through this policy may indicate actual or potential noncompliance with the Regulator of Social Housing (RSH) Standards. Where there is any suspicion, reasonable doubt, or potential regulatory impact, including risks to customer safety, home condition, legal compliance, governance, or systemic service failure, the matter must be reported through the central Regulatory Breach & Escalation Process using the online reporting form on The Hive. The reporting threshold is intentionally low; if unsure, colleagues should escalate for assessment by the Governance Team.

13. RELEVANT LEGISLATION & REGULATION

13.1 This policy has been formulated having regard for current legislation and regulations and with best practice in mind and includes but not confined to;

• The Social Housing (Regulation) Act 2023
• Regulator of Social Housing (RSH) Consumer Standards
• Housing Act 1988, 1996, 1998 and 2004
• Landlord and Tenant Act 1985
• Gas Safety (installation & Use) Regulations 1998
• Electrical Safety Regulations
• Control of Asbestos Regulation 2012
• Right to Repair Regulations 1994 (for secure tenants of Local Housing Authorities)
• Health and Safety at Work Act 1974
• Management of Health and Safety at Work Regulations 1999
• The Defective Premises Act 1972
• Building Safety Act 2022
• Building Regulations Act 1984
• Environmental Protection Act 1990
• Leasehold Reform, Housing and Urban Development Act 1993
• Equality Act 2010
• Care Act 2014 10
• Housing Health and Safety Rating System 2006
• Homes (Fitness for Human Habitation) Act 2018
• Leasehold Reform, Housing and Urban Development Act 1993
• Fire Safety Act 2021
• Human Rights Act 1998
• Data Protection Act 2018
• Social Housing (Regulation) Act 2023

13.2 This policy shall also be reviewed following any new or amended legislation which can be considered to affect the scope or implementation of the policy.

14. EQUALITY, DIVERSITY AND INCLUSION STATEMENT

14.1 One Manchester promotes a diverse and inclusive environment for our customers and colleagues to thrive. We are committed to enhancing a culture that respects individuals, appreciates difference and allows everyone regardless of background to reach their full potential.

14.2 We accept our responsibility to comply with equalities legislation and regulatory requirements and aim to do more. We believe, everyone requires access to the same opportunities. Through our behaviours, we aim to challenge and remove systemic barriers to equal opportunities and reduce the likelihood of all forms of discrimination, harassment, and victimisation within our organisation and our communities.

14.3 We are committed to providing excellent customer services, which are fair, equitable and inclusive. As such, we will endeavour to understand and make any reasonable adjustments required for customers in line with One Manchester’s Reasonable Adjustment Statement, and Reasonable Adjustment Policy and the Equality Act 2010.

15. EQUALITY IMPACT ASSESSMENT

15.1 An Equality Impact Assessment (EIA) has been completed and assessed.

15.2 The EIA found that while there are identified concerns for some customers from certain protected groups, the empty homes procedure and process addresses concerns by providing a large variety of ways for customers to view prospective properties and has a commitment to developing more ways to provide access for this going forward.

16. RESPONSIBILITIES

16.1 The Head of Repairs will be responsible for the review and update of this document and responsible for its effective implementation.

16.2 The Major Works Manager and Neighbourhoods Managers are responsible for the day-to-day implementation of the policy together with the Major Works Team Leader and Neighbourhood Officers.

16.3 The Building Surveyor (Asset Management) will be responsible for undertaking the inspection of empty homes and for scheduling and ordering of works.

16.4 This policy shall be reviewed in 12 months so as to take into account any changes in Awaab’s Law and Decent Homes 2.

16.5 Minimum Energy Efficiency Standards (MEES) are to be reviewed on a regular basis, ensuring that business plans reflect the impact of any changes.

17. CONTACT PERSON

17.1 The Head of Repairs has responsibility for the effective delivery of this policy.

Appendix: One Manchester Lettable Standards (Updated January 2026)

One Manchester is committed to delivering safe, secure, clean and well-maintained homes. The re-letting of a home offers an opportunity to ensure the home is in a good state of repair and maintained to a high standard which reflects the ambitions of One Manchester and its customers.

Beyond physical condition, this lettable standard reflects One Manchester’s broader social housing objectives. It supports sustainable tenancies by offering homes that customers feel proud to occupy, reducing early tenancy failures and maintenance disputes. In Greater Manchester, where housing demand is high and affordability pressures are acute, the lettable standard reflects the balance between the quality of a home and the affordability of it for customers.

Importantly, the standard is not static. It evolves alongside national Decent Homes and regulatory requirements, local asset management strategies and feedback from customers. For example, lifecycle replacement of kitchens and bathrooms, improved insulation and fire safety measures are continuously reviewed so as to ensure the highest standards are maintained and that these are comparable to other providers.

One Manchester’s homes will also be re-let having all statutory compliance checks undertaken with all repairs being completed prior to occupation unless agreed otherwise with the customer.

The Lettable Standard is the minimum standard of repair a customer can expect to find when renting a One Manchester home.

External areas and gardens

•    All sheds, gardens, garages and outbuildings will be cleared of all contents and left tidy.
•    Boundaries, whether fences, walls or privet hedges (not divisional) will be left in a reasonable condition and boundary lines will be clearly defined.
•    Gates will be in working condition and be fitted with a suitable latch.
•    The garden will be cut including privet hedges within 4 weeks of your tenancy start date.
•    Any trip hazards identified will be made safe. 
•    Any contaminated bins will be emptied.

Roofs and guttering

•    All roofs will be of a good standard and any missing tiles/slates will be replaced as part of the re-let works.
•    Chimneys will be structurally safe and sound.
•    Gutters/rainwater pipes will be in good working order, free flowing and taking rainwater to clear gullies.
•    Loft spaces will be cleared of all contents.

Cleaning

•    All rooms and useable loft and storage spaces shall be cleared of all contents and personal belongings. This will include white goods unless agreed with the incoming customer.
•    All floors shall be swept and disinfected and left free of debris. Where carpets are to remain, these shall be free from stains and visible debris, if required these shall be chemically cleaned or treated for pest/insect control.
•    The kitchen and bathroom will be cleaned including all fixtures, fittings, tiled and work surfaces with baths, basins, sinks and toilets being free form significant staining or marking.
•    All woodwork will be cleaned including skirting boards, doors and door frames.
•    Internal window glazing shall be cleaned together with window boards

Windows

•    All windows that are designed to open will do so easily.
•    All openable windows will be fitted with suitable handles, and these shall be locking where located upon the ground floor, with keys being provided for all locking handles.
•    Glazing will be intact with broken or cracked units/panes being replaced.
•    Double glazed units will be free from obvious condensation between the glazed panes.
•    Windows restrictors/opening limiters shall be installed where required and be in good working order.
•    WC and bathroom windows shall have obscured glazing fitted.

Internal woodwork

•    All internal woodwork will be free from rot or decay.
•    Stairs will be fitted with secure handrails and shall be inspected for safety and any required repairs or alterations undertaken prior to re-let.

Doors

•    All internal and external doors will be free from damage, and they will open and close easily having appropriate secure door furniture which is in good condition. Kitchens shall have a door (fitted with an appropriate closer device where located in a flat) except where these are “open plan” in nature.
•    Each external door will have the lock changed prior to you moving in.
•    All appropriate door furniture will be in place and fit for purpose.

Floors

•    All floors including fixed floor coverings will be in a clean and safe condition.
•    All existing floor tiles will be in good condition with no tiles being broken or loose. Where wholescale replacement is required, this shall be with a suitable vinyl floor covering.
•    Floor coverings will only be provided to kitchen and bathroom areas.
•    Where existing carpets/ floor coverings are to be kept in-line with the Empty Homes Policy, these shall be left clean and in good condition.
•    Where carpets are removed, gripper rods shall be left in place where in good condition.

Kitchens

•    All homes shall have suitable kitchen facilities in accordance with Decent Homes Standards. 
•    Kitchen units, worktops and sinks will be clean and in working order. There will be a suitable number of units, and these shall be of an appropriate size and type.
•    Every home will have either a gas or electric cooker connection point with any gas connection point suitably capped-off and a safety chain installed in all free-standing cooker spaces.
•    There shall be a working extractor fan of a suitable size and nature, and this will be serviced according to manufacturer's instructions.
•    All tiles surrounding will be clean and in good condition. (E.G none cracked, loose or missing).
•    Space will be provided for a washing machine with water supply and wastewater drainage apparatus together with an appropriate double-pole switched fused connection unit.

Bathroom

•    All homes shall have suitable bathing facilities in accordance with Decent Homes Standards. 
•    A new toilet seat will be provided.
•    All tile surrounds will be clean and in good condition. (E.G none cracked, loose or missing).
•    All bathroom and toilet fittings will be clean and in working order with baths having enclosed panels as required and WC’s having low-level cisterns. Basins shall have a plug and chain fitted as required.
•    There shall be a working extractor fan of a suitable size and nature, and this will be serviced according to manufacturer's instructions.
•    A new shower curtain shall be provided where a shower is fitted together with a new shower head including the replacement of any hoses.
•    Sealant to baths, showers, wash-hand basins shall be clean and in good condition being free from mould or staining. Suitable splashbacks shall be provided to bath/ basins with shower enclosures being fully tiled or fitted with suitable waterproof panelling. Baths shall have a minimum of two courses of tile to all edges affixed to walls.

Heating and mains utility services

•    All homes shall have a suitable, sufficient and safe form of heating and hot water in accordance with Decent Homes Standards.
•    We will carry out gas and electrical safety checks in-line with legislative and regulatory requirements and issue certification as required.
•    Appointments for carrying out the safety checks will be arranged with the customer at sign-up and once the customer has arranged for the connection of utilities.
•    Carbon Monoxide, Smoke and Heat alarms will be tested and in working order and new ones fitted if required.
•    Central Heating systems, storage heaters, electric fires, convector heaters and electric showers shall be in good working order and serviceable and checked in-line with current legislative and regulatory requirements.
•    Installations installed by a previous occupant shall be removed where appropriate certification or commissioning certification is not available.
•    Solid fuel burning appliances and additional gas fuelled appliances (other than the main heating appliance) shall be removed and any resultant damage rectified.
•    Electrical installations shall, where more than 25 years old, be assessed and may be replaced prior to re-let.
•    Following an Electrical Installation Condition Report being completed all Code 1 and 2 faults shall be remedied prior to re-let this shall include replacing any damages or crack fittings or switches.
•    Where a Landlords Gas Safety Record identifies defects which are classed as ‘Immediately dangerous’ or ‘At Risk’ these shall be remedied immediately.
•    All renewable heat/hot water technologies or low-carbon systems shall be serviced and in good working order, this may include solar panels and heat pumps for example.
•    All un-boxed vertical pipework shall be boxed-in or covered with Talon pipe capping or similar.
•    Together with the replacement of shower heads and hoses etc, water outlets shall be flushed on a regular basis prior to re-let. Appropriate checks and inspections (as detailed within the Water Hygiene Risk Assessment) shall be carried out prior to re-let to ensure the safe use of hot and cold-water apparatus. This will include the testing of thermostatic mixing valves (or similar anti-scold devices) where these are fitted/required.

Sustainability

•    An energy performance certificate for the property will be provided, and One Manchester will aim for homes to have a minimum EPC Rating of C or above.
•    A minimum of 300mm of insulation will be provided in all roof spaces located above habitable areas.

Damp and Mould

•    All areas of damp and mould shall be suitably treated and remedied prior to re-let. Where large areas of damp and mould are found, a suitable damp/mould investigation should be carried out and remedial works undertaken prior to re-let. All works shall be carried out prior to re-let with no exceptions being allowed.

Ceiling and Walls

•    All polystyrene ceiling tiles/coving will be removed.
•    All ceiling and walls throughout the property will have no major cracks or loose plaster.

Decoration

•    Generally, we do not decorate properties; however, no walls or ceilings will be left partially stripped of wallpaper.
•    Walls shall be free from major defects and ready to decorate, including the removal of any staining or graffiti with minor defects being considered acceptable (hairline cracks etc).

Fire Safety

•    Entrance doors to flats shall be fitted with a suitable door closer device and have appropriate fire safety features such as intumescent smoke seals and strips and letter plates where applicable. This is not meant as an exhaustive list of fire safety measures.
•    Where appropriate a suitable and sufficient Fire Risk Assessment shall have been carried out in accordance with legislation/ regulation.
•    Any visible hazards shall be removed from the property prior to re-letting including the removal of any polystyrene ceiling or wall tiles and curtains where fitted in a kitchen environment.

Security

•    Where an intruder alarm has been fitted by OM, these will be in working order and free from defects. Intruder alarms fitted by previous customers shall either be removed in their entirety or disconnected from the mains electrical circuit and left safe where this is to remain and gifted to the incoming customer by agreement.
•    External entrance doors shall be fitted with suitable locking mechanisms to reduce the likelihood of forced entry and window locks shall be serviceable with keys being provided. 

Awaab’s Law

•    All homes will be free off Emergency and Significant hazards related to Awaab’s Law with works being carried out prior to re-let with no exceptions being allowed.