Temporary moves policy
| Document Author | Kelly Webb, Director of Operations |
| Document Owner | Amy Stirton, Head of Neighbourhoods |
| Legal Advice | Anthony Collins |
| Consultation | |
| Approved by | May 2025 |
| Review Date | May 2028. |
| Corporate Plan Aim | Place |
| Equality Analysis | Completed |
| Key changes made | New policy |
1. POLICY PURPOSE
1.1 1.1This policy sets One Manchester’s (“OM”’s) approach to temporary and permanent moves. It aims to set out:
- The circumstances in which a customer may be moved home;
- What customers can expect if they are required to move home;
- Financial compensation that will be paid; and
- The likely options for rehousing that OM may offer.
2. POLICY SCOPE
2.1 A temporary and permanent move is where a customer is required to move from their permanent home into alternative accommodation because of unexpected damage or major repair or improvement works that mean the customer cannot remain in the property while the work is carried out, or when the property is to be disposed of or redeveloped. It could be a permanent or temporary move and may involve anything from moving a single household to managing a programme of moves across a large number of properties over a period of time.
2.2 OM recognises that the temporary and permanent move process can be particularly upsetting and stressful to customers, even if just for a short period of time. We will seek to minimise the disruption to customers wherever we are able to and provide and signpost additional help and assistance according to need.
2.3 Customers who are compelled to move permanently may have a legal right to compensation for the loss of their home and/or the costs of moving. This policy sets out how OM will work with affected customers, and when we will compensate them for the loss of their home and the additional costs they may incur.
2.4 This policy does not apply to unauthorised occupants or lodgers.
3. POLICY STATEMENT
3.1 OM will ensure it works closely with customers on temporary and permanent moves to minimise disruption, but prioritising the safety of occupants at all times. 3.2 OM will consider the most appropriate form of move, taking into account the household’s needs, the reason for the move and facilities available within the local area. 3.3 OM will ensure the security of tenure of tenants is protected and not reduced because of any move. 3.4 OM will ensure it complies with its’ statutory duties to make payments due. 3.5 OM will (wherever possible) keep customers informed about the progress of work to their main home, when there is a temporary move. This is to maintain strong relationships with customers, but also to comply with the specific expectation under the Safety and Quality Standard of the Regulator of Social Housing to “keep tenants informed about repairs, maintenance and planned improvements to their homes with clear and timely communication.”
4. DECISION TO MOVE
4.1 In deciding whether a move is necessary, OM will consider:
4.2 The works required; • The household composition, needs and (where circumstances permit) preferences; • The likely time periods involved; • The suitability of alternative accommodation; • The level of disruption; • The relative cost of carrying out works with the household in situ to the cost of moving; • Suitability of alternative accommodation; • The potential risks to the household in staying in the property; and • The cost of different options. This is relevant because of the charitable status of One Manchester.
4.3 We will involve and consult customers from the outset: consultation will take account of the diversity of needs of affected tenants. However, for our tenants, it is ultimately OM’s decision as to whether a tenant can remain in a property. There may be limited opportunity to consult where there is an emergency and the priority is obtaining safe alternative accommodation.
4.4 If a tenant refuses to move we will seek a possession order to recover the property and offer suitable alternative accommodation.
4.5 Where a property is owned by OM but managed by an agent or, managed by OM on behalf of another property owner, or the property is leased; the responsibility for temporary and permanent moves will be managed in accordance with the management agreement or the terms of the lease. If the agreement or lease does not explicitly mention the temporary and permanent move processes, the property owner and the managing agent/leaseholder (as applicable), will need to agree who will cover the costs of the move prior to any works being undertaken.
5. TYPES OF MOVES
5.1 Moves will generally fall into one of the following categories: • Unplanned – temporary move (emergency) • Unplanned – temporary move (non-emergency) • Unplanned – permanent move • Planned – temporary move • Planned - permanent move
5.2 A ‘temporary move’ is when a customer is moved out to enable work on the property to be carried out with the intention of returning them to it at the earliest opportunity.
5.3 A ‘permanent move’ is when a customer is moved out of their home and there is no intention to return them to it.
5.4 Unplanned - Temporary Move (Emergency)
5.4.1 Where an unplanned event occurs (for example a fire, flood, storm damage or major leak) that results in an OM tenant having to be moved straight away because the property is unsafe or uninhabitable, temporary accommodation will be arranged until the situation can be fully assessed. The following options may be considered and will depend on the availability and suitability of accommodation and the relative costs: • Tenant staying with or visiting family or friends; • An alternative property owned by OM; • Bed and breakfast, hotel or hostel accommodation; and • Referral to the local authority for temporary accommodation.
5.4.2 If the situation occurs out of office hours, and the tenant cannot go to family or friends we will arrange one night’s hotel accommodation until a full assessment can be made the following working day (or up to 3 nights if it occurs during a Friday evening). If no hotel vacancies can be found, the duty manager will contact the local authority to make a referral for emergency accommodation.
5.4.3 Once the situation has been assessed and the immediate issue made safe, the move will either be classed as an unplanned – temporary move (non-emergency) (e.g. due to flooding) or an unplanned - permanent move (e.g. after a major fire where the property would have to be demolished).
5.5 Unplanned - Temporary Move (Non-Emergency)
5.5.1 Where unplanned repair work is required that cannot be carried out with the customer in situ, but does not require the customer to leave immediately, temporary alternative accommodation will be arranged until the work is complete. The following options will be considered in addition to the accommodation options for unplanned emergency moves: • Hotel accommodation up to a maximum of two weeks. • OMs own vacant properties • Private rented accommodation
5.5.2 Consideration will be given to the likely time to complete the repair, the availability of suitable accommodation and the relative costs of each option. For these moves, the following principles apply: • The move only lasts as long as it takes to complete the repair works; • The tenant remains a tenant of their original home at all times; and • The temporary home is let on a temporary tenancy, and the tenant has no right to remain in the temporary property, once the tenancy has ended (which it will do upon expiry of a notice to quit).
5.6 Unplanned - Permanent Move
5.6.1 A permanent move may be required where the damage caused from an unplanned event is so extensive that permanent rehousing is necessary e.g. a major fire.
5.6.2 A permanent move will also be considered where the work is expected to take a long time i.e. more than 6 months and the tenant would prefer to move permanently. 5.6.3 A new tenancy will be issued in accordance with our Tenure policy and the existing tenancy ended. A tenant will not lose any security of tenure.
5.7 Planned - Temporary Move
5.7.1 A planned temporary move may be required where works such as damp proofing, structural works or asbestos removal are to be carried out and would leave the customer without basic facilities for a period of time or because of a health and safety requirement, but the customer will be able to return on completion of the works. For these moves, the following principles apply: • We will use one of our own void properties for the temporary accommodation wherever possible; • The move only lasts as long as it takes to complete the repair or improvement works; • The tenant remains a tenant of their original home at all times; • The temporary home is let on a temporary tenancy, and the tenant has no right to remain in the property once the tenancy has ended (which it will do upon expiry of a notice to quit); and • The tenant will usually only be made one offer of temporary suitable alternative accommodation.
5.7.2 If the tenant wishes to remain permanently in the temporary accommodation, at its discretion, OM may approve such a request, where for example the permanent move would address an existing housing need such as overcrowding under our Allocations Policy, there are no outstanding rent arrears or other breaches of tenancy, and it would be in accordance with OMs Allocation Policy and any relevant nomination agreements.
5.8 Planned - Permanent Moves
5.8.1 A permanent move may be necessary where it is planned to dispose of, demolish and/or redevelop the property; or to remodel the whole block or estate resulting in a different number or properties and/or property sizes; or to alter the property to the extent that it is no longer suitable for the existing tenants needs.
5.8.2 OM will work closely with affected tenants and customers at all stages to support them through the process and help find suitable alternative accommodation. Where a whole block or estate is affected due to regeneration, an offer document will be drawn up in consultation and negotiation with tenants and other customers, but generally the following principles apply: • Where a new development is planned, customers will not always automatically have the right to move to the new properties; • Where we have already started possession proceedings against a tenant prior to the planned move we will continue the legal action to end the tenancy; • We will comply with our Allocation Policy in assessing eligibility and in allocating a new property; • Tenants will be offered a form of tenancy in accordance with OM’s Tenure Policy; and • We will provide a package of support tailored to each household’s needs.
5.8.3 A new tenancy will be issued in accordance with our Tenure policy and the existing tenancy ended. A tenant will not lose any security of tenure.
6. SUITABLE ALTERNATIVE ACCOMMODATION
6.1 Suitable alternative accommodation means accommodation which provides the tenant with equivalent security of tenure and is similar with regards to rent, size, situation etc. as required under Schedule 2, Part III of the Housing Act 1988 and meets the tenants’ needs as set out in OM’s Allocation Policy.
6.2 Where housing stock is limited, the offer may have to be an ‘affordable’ rent rather than a ‘social or target’ rent but we will comply with the requirements of Schedule 2, Part III of the Housing Act 1988 that requires the rent of the alternative accommodation to be similar to other local properties intended for people with similar needs to the tenant.
6.3 Where the tenant is currently under occupying, they will be offered a smaller property that meets their current needs, although we will allow under occupation by up to 1 bedroom where: • The tenant requires it for example for children from a previous relationship or carer who is not normally part of the household; and • The tenant can demonstrate that they can afford to pay the rent.
6.4 Wherever possible we will offer like for like in that we will try not to move a tenant from a house to a flat or from a flat to house, but this depends on the availability of properties in the local area and whether it would unreasonably delay the planned works. A flat may be on a different floor from the tenants existing property. However, it will meet any mobility and access needs that are provided for in the current property.
6.5 We will have regard to the tenant’s stated preferences in terms of location and proximity to relatives or schools, but it will be deemed as suitable if it is of the appropriate size and is in reasonable travel distance to the tenant and partners place of work i.e. no more than 1 hours travel and requiring no more than 1 change of public transport.
6.6 Where the tenant has adult children permanently living with them and we are unable to find a large enough property, separate alternative accommodation may be offered to the adult child or children.
6.7 If the tenant refuses the offers of suitable alternative accommodation, or refuses to move at all, OM will take court action to gain possession of the property (for such as time as is necessary) and offer suitable alternative accommodation.
6.8 Any further offers of accommodation will be purely at the discretion of OM.
7. RENT, RENT ARREARS, BENEFITS AND LIABILITIES
7.1 Rent and Rent Arrears
7.1.1 For permanent moves the tenant will continue to pay rent until their tenancy ends at their permanent home. If the tenant has arrears of rent or service charges, or other debt owed to OM, these will be deducted from any Home Loss Payments (see below). Any remaining arrears will be transferred to the rent account of the new tenancy if they have a new tenancy with OM or a re-payment agreement will be agreed if they will no longer be a tenant of OM. Any arrears cannot be set-off against Disturbance Payments (see below). 7.1.2 While the tenant is temporarily moved, they will continue to pay their rent at their permanent home and with no rent due on the temporary accommodation. Where the temporary accommodation does not provide access to cooking facilities e.g. a hotel, the tenant will receive compensation payments.
7.1.3 Where the rent of the temporary property would be lower than the rent at the permanent property we may refund the difference through a rent abatement.
7.1.4 If a temporary moves occurs at the time of an annual rent review, the rent on the permanent property will still be increased and relevant rent increase notices served.
7.2 Benefits
7.2.1 Where tenants are in receipt of housing benefit, OM will notify the local authority of the circumstances of the temporary move. Based on the tenants’ intentions to return to their permanent home, housing benefit will continue to be paid on that property at the same rate for the period of absence. OM will notify the local authority once the tenant has moved back to their permanent home.
7.2.2 Where tenants are in receipt of the housing costs element of universal credit, they are responsible for notifying DWP of the temporary move, the reason for it and their intention to return to their permanent home. The housing costs element of universal credit should continue to be paid on the main property at the same rate for the period of absence because the tenant is having to move out for essential repairs. Tenants should also notify DWP when they have moved back into their permanent home and out of the temporary property. OM will alert tenants to this obligation.
7.2.3 In addition to notifications for housing benefit and the housing costs of universal credit as set out above, the tenant remains responsible for informing the relevant benefits agency for any change in circumstances. OM’s Income Collection Team can provide guidance and sign-post tenants to services, if required.
7.3 Liabilities
7.3.1 The tenant is responsible for paying council tax on the temporary home including claiming council tax benefit if appropriate. The tenant is not liable to pay council tax on their original home as it will be classed as uninhabitable. OM will cooperate with the local authority to provide evidence of this and will help liaise with the relevant benefits team as appropriate.
7.3.2 The tenant is responsible for paying all utility bills at the temporary home while they live there on a temporary tenancy agreement.
7.3.3 OM will cover any utility costs incurred at the permanent home during the move.
8. COMPENSATION FOR TENANTS AND LICENSEES
8.1 This section 8 of this policy only applies to tenants and licensees. It seeks to set out an explanation of OM’s legislative requirements and sets out some discretion for payment of charges even when these are not due as a matter of law.
8.2 OM will ensure that its tenants do not suffer financial detriment because of a move by meeting all reasonable costs that they incur as a direct consequence of being required to move home.
8.3 We will not make any payments to lodgers as OM has no legal duties in this respect.
8.4 Home Loss Payments
8.4.1 Where OM requires a tenant to move permanently due to demolition, improvement (which includes alteration or enlargement) or redevelopment (which includes a change of use), they are entitled to claim a statutory Home Loss Payment, to compensate them for the personal upset and distress of losing their home.
8.4.2 Home Loss Payment is not available for temporary moves, nor moves arising as a result of an intended sale of the property.
8.4.3 To qualify for the Home Loss Payment a customer must: • Be the tenant (but see below regarding spouses and civil partners). This means customers on a licence will not qualify for a Home Loss Payment; • Have occupied the property (or a substantial part of it) as their sole or main home for a minimum of 12 months at the date of displacement (irrespective of whether they were the tenant throughout e.g. where they are a successor); and • Be moving as a result of the proposed works.
8.4.4 The amount is determined by legislation, and is currently (at the date of this policy) £8,100. 8.4.5 A spouse or civil partner of a tenant may claim Home Loss Payment if it can be shown that there is a matrimonial home right. The spouse/civil partner who remains in occupation is treated as occupying by virtue of his or her spouse’s interest under the tenancy. A spouse who has moved out of the property will not be able to claim as he or she will not be able to satisfy the occupation condition.
8.4.6 Tenants who have not occupied their property for 12 months will not be eligible for a Home Loss Payment, although they may be eligible for a Disturbance Payment.
8.4.7 Tenants who have been given formal notice of the need to be permanently moved and take their own steps to find new accommodation, rather than waiting for the formal rehousing offer, will remain eligible for a Home Loss Payment. This includes those who transfer or move into the market rented, shared ownership or private sale sectors.
8.4.8 More than one person can be entitled to a Home Loss Payment. In these circumstances the payment is shared equally between those entitled, meaning that there will only be one Home Loss Payment per household.
8.4.9 If a household has to move to temporary accommodation before moving into new permanent accommodation, the household will still receive one Home Loss Payment unless all the conditions for the payment are again met.
8.4.10 Where a household has moved into a new home on the basis that this will be their new permanent home and then OM’s redevelopment plans change to include the household’s new home, they will be entitled to a further Home Loss Payment as long as they have lived in the new home for at least 12 months at the date of displacement and they are moving as a result of the proposed works.
8.4.11 Where a tenant is moved temporarily but requests to remain permanently in the property, they are not entitled to the Home Loss Payment. 8.4.12 If tenants are evicted prior to being moved, they will not receive a Home Loss Payment. 8.4.13 Any claims for Home Loss Payment must be made using the relevant claim form or in writing within 6 years of the date of displacement. However, OM will seek to actively make payments where these are legally due without a customer having to submit a claim.
8.4.14 All accepted claims will be paid no later than 3 months after an application has been received (in accordance with the timescales set out in legislation).
8.5 Discretionary Home Loss Payments
8.5.1 If the conditions for a statutory Home Loss Payment have not been satisfied throughout the period, but are satisfied on the date of displacement, then OM may make discretionary payments: this is entirely at OM’s discretion and must be approved by the Director of Operations. Where discretionary Home Loss Payments are approved, the amount paid must not exceed the amount paid for statutory Home Loss Payments.
8.5.2 OM will not make any discretionary payments where the need for a move has arisen due to wilful or negligent actions of the tenant or a member of their household. 8.6 Disturbance Payments
8.6.1 Tenants who are required to move permanently due to demolition, redevelopment or improvement works have a statutory entitlement to disturbance payment if they occupied the property at the time of acquisition by OM. The purpose of the payments is to reimburse customers for all reasonable costs they have actually incurred as a result of having to move. There is no minimum length of occupation required but the tenant must be in lawful occupation of the property on or before the date of displacement. This means licensees may qualify for disturbance payments.
8.6.2 Disturbance payments are paid in addition to any Home Loss Payment due to the tenant.
8.6.3 To avoid the customer having to be out of pocket, OM will try to meet the costs directly with contractors and suppliers wherever possible. Where the customer makes the initial payment and claims reimbursement from OM, receipts or reasonable evidence must be provided for all costs before payment is made. In some cases, we may agree a lump sum disturbance payment with affected customer to meet the costs of moving and to avoid the need to submit receipts for each item.
8.6.4 Examples of costs that may be covered where a customer is permanently moved include but are not limited to: • Removal and storage costs; • Disconnection and reconnection of washing machines and other plumbing; – • Telephone, satellite/cable TV and internet connections; • Disconnection and reconnection of cooker; • Redirection of mail; • New school uniforms; • Replacement of security locks and alarms; • Adaptations within the home; • Carpets and floor coverings; • Curtains and window coverings; • Light fittings; • Compensation for Improvements; • Decorating costs; and • Loss of wages.
8.7 Discretionary Disturbance Payments
8.7.1 Where there is no statutory entitlement to Disturbance Payments because the move is temporary, then OM may on a discretionary basis provide some financial assistance to customers; this is entirely at OM’s discretion.
8.7.2 OM will not make any discretionary payments where the need for a move has arisen due to wilful or negligent actions of the customer or a member of their household e.g. where they have caused a fire. In these situations, we will only refer the customer to the local authority for assistance.
8.7.3 If OM decides to make a discretionary disturbance payment, evidence must be provided for all costs as reimbursement will only be paid when bills or receipts are submitted with any claims, unless we agree to pay a one-off lump sum amount.
9. LEASEHOLDERS (INCLUDING SHARED OWNERS)
9.1 Where OM have a statutory duty to, we will compensate leaseholders for the loss of their home, otherwise they will be expected to recover their costs through their own insurance cover. (Note technically the legislation also applies to freehold properties, but it is unlikely that OM will acquire such properties, especially as it has no powers to do so.)
9.2 For planned works we will consult leaseholders on any major works before any discussion about possible moves. OM will seek legal advice if we are prevented from fulfilling our repair and maintenance obligations as a result of a leaseholder refusing to be moved.
9.3 Suitable Alternative Accommodation
9.3.1 While OM may not have the same duty to provide alternative accommodation to leaseholders as it may for its tenants, we may provide suitable alternative accommodation where: • There is an obligation under the terms of the lease; • The move is required as a result of OMs actions, failure to act or negligence; or • It may help facilitate the progress of essential works or redevelopment.
9.3.2 Where we do not have an obligation to provide the alternative accommodation we may charge the customer rent under a temporary tenancy.
9.4 Compensation Payments
9.4.1 The conditions for Home Loss Payments and Disturbance Payments are the same as for tenants i.e. the move must be permanent due to redevelopment or improvement works and the owner or their sub tenant must have been living in the property at the date of displacement (and for Home Loss, for the previous 12 months).
9.4.2 The amount of Home Loss Payment is set by the Government and is currently 10% of the market value of an owner’s interest in the property subject to a minimum (currently £8,100) and a maximum (currently £81,000).
9.4.3 Shared owners therefore receive a statutory Home Loss Payment of 10% of their interest in the property between minimum and maximum: those minimum and maximum amounts are not reduced to reflect the tenant’s percentage interest in the property.
9.4.4 OM or the customer has the right to apply to the First-tier Tribunal (Property Chamber) in the event of disagreement about the value.
9.4.5 In all other cases e.g. sub-tenants who have an interest in the property under a tenancy, but not an owner’s interest, the Home Loss Payment is based on the current tenant payment (i.e. £8,100). In such situations the payment will be split equally between the number of people with an interest in the property.
9.4.6 OM will pay all reasonable expenses that the owner or sub tenant incurs as a result of the permanent move. Interest will be payable from the date of displacement until the date of payment at the prescribed rate. Examples of reasonable expenses are set out in section 8.6.3 above, but each payment will depend on the particular circumstances.
9.4.7 OM or the customer has the right to apply to the First-tier Tribunal (Property Chamber) in the event of disagreement about the amount of disturbance payment due as a result of a statutory obligation.
9.4.8 OM will not normally pay Disturbance Payments to owners or sub tenants who are required to move temporarily unless there is an obligation under the lease, or the move is required as a result of OMs actions, failure to act or negligence. In these cases, we will process any claims under our liability insurance.
9.4.9 If we do decide to make a discretionary disturbance payment, then we may pay reasonable costs.
10. DEMOLITION NOTICES
10.1 Where OM has an intention to demolish a property and the customer occupying the property has the preserved right to buy (“pRTB”) or right to acquire (“RTA”), OM: 10.1.1 Should place an advertisement about the intention to demolish in accordance with Schedule 5, paragraphs 13(7) and (8) of the Housing Act 1985. The notice stating that it intends to demolish the relevant premises and must appear in (i) a local or other newspaper circulating in the locality where the premises are situated (other than one published by OM), (ii) in any newspaper published by OM, and (iii) on OM’s website. The notice/advert must contain the following information: • Sufficient information to enable identification of the premises OM intends to demolish (i.e. the full address(es)); • The reasons why OM intends to demolish the premises; • The period of time in which OM intends to demolish the premises; • The date when any notices relating to those premises will cease to be in force unless they are revoked earlier; • During the period whilst the notice is valid, OM is not obliged to complete any pRTB/RTA claim; and • There may be rights to compensation under Section 138C of the Housing Act 198 in respect of certain expenditure incurred in respect of any existing pRTB/RTA claim; and
10.1.2 OM may serve an initial demolition notice (an “IDN”) on the customer. The effect of the IDN is that is suspends OM’s obligation to complete any pRTB/RTA application: so, the customer can still make an application and it can still progress right up until completion. The IDN can remain in force up to 7 years from the date it is served (unless it is withdrawn during that time). Notice must also be served on any other occupiers of the building, where the particular dwelling-house is contained in a building with other dwelling-houses in. The notice should be served by post or by hand delivery to the customer’s last known address. A certificate of service shall be completed at the date of service.
10.2 Where OM has made a final decision to demolish a property and the demolition is intended to take place within 2 years, it may issue a final demolition notice (a “FDN”) on the customer with a pRTB/RTA. The FDN has to set out the expected date of demolition and provide customers with at least 28 days’ written notice. The effect of the FDN is to end any pRTB/RTA application or prevent any new pRTB/RTA application being issued. To serve an FDN, OM must either own, have agreed or be entitled acquire all other premises that have to be demolished as part of the same demolition scheme. An advert must also be placed covering the same requirements as set out in paragraph 10.1.1 above.
10.3 If OM’s plans change, OM will revoke the relevant IDN/FDN and inform customers as soon as reasonably practicable.
10.4 Given the potential implications of not serving demolition notices correctly on projects (particularly the increased difficulties of re-gaining possession of a leasehold property compared to a tenanted property and restrictions on serving further IDNs/FDNs), OM should consider taking legal advice prior to serving any IDN or FDN to ensure compliance with the requirements of the legislation.
11. CUSTOMER WITH SUPPORT NEEDS
11.1 Additional assistance may be provided to customers identified as having additional support needs. Offers of additional assistance may include a packing/unpacking service and other practical assistance such as contacting utility companies, temporary rehoming of pets (who are permitted to occupy the property), redirecting post, procurement of carpets and curtains on behalf of the tenant.
11.2 If a customer is disabled or has additional support needs and is unable to move to temporary accommodation because we have been unable to find accommodation that meets their needs, we will work with them to assist them to vacate the rooms we need to work in while they remain in the property.
12. CUSTOMER COMMUNICATIONS
12.1 OM is committed to involving and keeping customers informed at all stages of the moving process. The relevant housing team will: • Inform customers once a firm decision has been made about the required works; • Consult customers at the earliest opportunity about their housing options; • Provide regular updates to keep customers informed and agree the frequency of updates with them; and • Where a programme of moves is planned we will provide tenants with a named tenant liaison officer to act as their single point of contact as soon as it is identified that tenants will need to move. They will conduct individual household needs assessment, discuss rehousing options and agree the package of support. 12.2 We will visit tenants within 4 weeks of their permanent move or return to their permanent property to check how they are settling in and follow up on any outstanding issues.
13. RELEVANT LEGISLATION & REGULATORY
13.1 This policy complies with the following (this is not an exhaustive list): • Land Compensation Act 1973 • Housing Act 1985 • Housing Act 1988 • Safety and Quality Standard • Tenancy Standard 14. COMPLAINTS 14.1 If a customer is unhappy about a decision in relation to this policy, they should first follow our complaints process. If they are still not satisfied, they may then take the complaint to the Housing Ombudsman. 14.2 The right to complain is without prejudice any right to apply to the First-tier Tribunal (Property Chamber) as set out in this policy.
15. RESPONSIBILITIES
15.1 The Head of Neighbourhoods is responsible for ensuring this policy complies with legislative and regulatory requirements. Managers and colleagues who deal with decants are responsible for implementing this policy
16. EQUALITY, DIVERSITY AND INCLUSION STATEMENT
16.1 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.
16.2 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.
16.3 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
17. EQUALITY IMPACT ASSESSMENT 17.1 An Equality Impact Assessment (EIA) has been completed and assessed.
17.2 OM will ensure that this policy is applied fairly to all our customers. We will not directly or indirectly discriminate against any person or group of people because of a protected characteristic under the Equality Act 2010.
18. MONITORING AND REVIEW
18.1 Compliance with this policy shall be monitored by the Head of Neighbourhoods. We will review the impact of this policy on customers with protected characteristics under the Equality Act 2010.
18.2 This policy shall be reviewed as a minimum every 3 years (or sooner where there is a change in legislation).
18.3 The Head of Neighbourhoods will be responsible for initiating a review of this policy.
18.4 The Director of Operations is responsible for interpreting this policy where the provisions are unclear or there is ambiguity.
18.5 The Officer or Officers operating the policy in practice are responsible for implementing the policy and interpreting the policy giving the words of the policy their common everyday meaning.
19. CONTACT PERSON
19.1 The Head of Neighbourhoods has responsibility for the effective delivery of this policy.
20. ASSOCIATED POLICIES AND DOCUMENTS
20.1 Internal Documents: • Complaints Policy • Tenure Policy • Repairs Policy