Tenant Report: Moving into a Seaside Property

Tenant Recommendations

At Tenant Panels in October 2023 and January 2024, tenants raised issues that they had encountered when moving into a Seaside Homes property. Other tenants had raised similar issues via phone, email, and feedback survey.

The Tenant Panel requested a tenant-led in-depth review of the move-in process and this was approved by Seaside staff.

On 9th April Seaside hosted an all-day, in-person event for involved tenants to review the process of moving-in to a Seaside Homes property. A report of recommendations was produced which you can read here. (See below for a summary.)

Seaside Homes have shared the recommendations with the Council’s Temporary Accommodation Team, who are unable to take this forward at present, but will do so when their new team manager is in post. Once we have an agreed Action Plan this will be shared with tenants and the Seaside Board of Trustees.

A big thank you to all tenants who contributed their thoughts and ideas.

Recommendations

Create a clear and simple tenant facing Moving In Checklist that provides a step-by-step of the key actions tenants need to take from the Viewing through to the Move-in, and includes the information the tenant needs in order to complete these steps.

TA to advise tenants on the average length of time they could be staying in a property.

Look into whether having British Gas as the standard provider at the start of a tenancy would simplify the process and if so, whether it would be possible to join the Council’s pilot scheme.

Find out what scheme will be replacing the Council’s Local Discretionary Social Fund (which closed at the end of March 2024) and publicise the scheme to tenants.

TA to maximise the time between the viewing and the move-in date, and consider on a case-by-case basis pushing back the move-in date in circumstances where the tenant is otherwise unable to arrange the move (and financial assistance with the move) in the allotted timeframe.

Housing Officer to send a follow up email after the initial phone call to arrange a viewing. The email is to include the Offer Letter and Tenant Moving In Checklist.

While tenants may not be assessed by their Homeless Prevention Officer as having a support need, there may be a particular issue that they need help with. Not everyone will need help with everything – it would be great if the Housing Officers could identify and flag up any potentially problematic areas at the beginning of the process. This could be in relation to language, literacy, mental health, whether the tenant owns a smart phone, and the amount of belongings, furniture and white goods they have. There may also be challenges that are property specific.

TA to complete tenancy sign-up and give the tenant the key to the property at the Viewing, so they have more time to set up utilities and organise removals.

TA to avoid viewings and sign ups on a Friday or over a Bank Holiday weekend (as this can result in a prolonged period without utilities as tenants are not able to find out their account number).

10.

Housing Officer to provide details of the utilities provider and meter readings to all tenants.

11.

At the Viewing, Housing Officer to show the location of the water stopcock and bins and cover the fire escape arrangements for all tenants.

12.

Tenants to be given a copy of any documents they have signed.

13.

Visiting Officer to develop a staff checklist to ensure that all concerns identified in this report are checked in on at the visit.

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Tenant Report: Moving into a Seaside Property

Tenant Recommendations

Recommendations

Create a clear and simple tenant facing Moving In Checklist that provides a step-by-step of the key actions tenants need to take from the Viewing through to the Move-in, and includes the information the tenant needs in order to complete these steps.

TA to advise tenants on the average length of time they could be staying in a property.

Look into whether having British Gas as the standard provider at the start of a tenancy would simplify the process and if so, whether it would be possible to join the Council’s pilot scheme.

Find out what scheme will be replacing the Council’s Local Discretionary Social Fund (which closed at the end of March 2024) and publicise the scheme to tenants.

TA to maximise the time between the viewing and the move-in date, and consider on a case-by-case basis pushing back the move-in date in circumstances where the tenant is otherwise unable to arrange the move (and financial assistance with the move) in the allotted timeframe.

Housing Officer to send a follow up email after the initial phone call to arrange a viewing. The email is to include the Offer Letter and Tenant Moving In Checklist.

TA to complete tenancy sign-up and give the tenant the key to the property at the Viewing, so they have more time to set up utilities and organise removals.

TA to avoid viewings and sign ups on a Friday or over a Bank Holiday weekend (as this can result in a prolonged period without utilities as tenants are not able to find out their account number).

Housing Officer to provide details of the utilities provider and meter readings to all tenants.

At the Viewing, Housing Officer to show the location of the water stopcock and bins and cover the fire escape arrangements for all tenants.

Tenants to be given a copy of any documents they have signed.

Visiting Officer to develop a staff checklist to ensure that all concerns identified in this report are checked in on at the visit.

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