Tenancy Policy
| Title | Landlord and Tenancy Management Policy |
|---|---|
| Users of Policy | Colchester City Council & Colchester Borough Homes |
| Date Adopted | August 2026 |
| Date Last Reviewed | June 2026 |
| Review Frequency | Every 3 years or following a significant change |
| Best Before Date | August 2029 |
| Scheme of Delegation | |
| Formation of Policy | Portfolio Holder with delegated responsibility for Housing |
| Amendments | Portfolio Holder with delegated responsibility for Housing |
| Monitoring | Strategic Housing and Assurance Manager |
| Implementation | Strategic Housing and Assurance Manager |
Landlord & Tenancy Management Policy
1. Purpose and Strategic Alignment
This policy sets out how Colchester City Council (the “Council”) delivers its responsibilities as a social landlord, ensuring homes are safe, well-managed, and support thriving communities.
This policy underpins the Council’s housing priorities to:
- Provide safe, quality homes
- Support residents to sustain successful tenancies
- Build strong, inclusive communities
- Deliver responsive, accountable landlord services
It aligns with:
- The Council’s Housing Strategy objectives
- The Regulator of Social Housing (RSH) Consumer Standards 2024, particularly:
- Safety & Quality Standard
- Transparency, Influence & Accountability Standard
- Tenancy Standard
- Neighbourhood & Community Standard
2. Policy Scope
This policy applies to:
- All Council housing tenants (introductory, secure, temporary)
- Leaseholders in relation to landlord services
- All staff and contractors delivering housing management services across the Council and its ALMO Colchester Borough Homes
3. Core Principles
The Council will deliver landlord services in line with the following principles:
- Safety First – ensuring homes meet all statutory safety requirements
- Customer Focus – placing residents at the heart of service delivery
- Fairness & Consistency – applying policies transparently
- Early Intervention – preventing issues from escalating
- Accountability – meeting regulatory and legal obligations
- Value for Money – effective use of resources
4. Tenancy Management Approach (RSH Tenancy Standard)
4.1 Tenure Types
The Council will offer a range of tenancy types appropriate to housing need:
- Introductory Tenancies for all new council tenants lasting 12 months. After this period providing there are no issues, a secure tenancy is offered.
- Secure Tenancies - a lifetime tenancy. Tenants are able to live in their home for the rest of their life, unless the tenancy conditions are broken.
- Non-secure/Temporary Tenancies offered to homeless tenants in temporary accommodation.
(Please note that the Council does not offer fixed, flexible or demoted tenancies)
Tenancy types will be:
- Clearly explained at sign-up
- Regularly reviewed where applicable
- Used to promote stable and sustainable communities
4.2 Tenancy Sustainment
The Council will support residents to maintain their tenancies by:
- Providing early advice on rent, benefits, and budgeting
- Working collaboratively with support agencies
- Identifying vulnerability and safeguarding needs
- Intervening proactively to prevent tenancy failure
4.3 Tenancy Rights and Responsibilities
Tenants have the right to:
- Live in a safe and well-maintained home
- Be treated fairly and with respect
- Access services and raise concerns
Tenants are expected to:
- Pay rent and charges when due
- Act responsibly and not cause nuisance
- Maintain their home in reasonable condition
- Allow access for inspections and safety compliance
The Council will grant those who were social housing tenants on the day on which section 154 of the Localism Act 2011 comes into force, and have remained social housing tenants since that date, a tenancy with no less security where they choose to move to another social rented home, whether with the same or another landlord.
(This requirement does not apply where tenants choose to move to accommodation let on Affordable Rent terms).
The Council will grant tenants who have been moved into alternative accommodation during any redevelopment or other works a tenancy with no less security of tenure on their return to settled accommodation.
Applicants and tenants may request a review of decisions relating to tenancy status, tenancy type, extension of introductory tenancy periods and other tenure management decisions.
5. Rent and Financial Inclusion
5.1 Rent Setting
Rents will be set in line with:
- Government rent policy/the Regulator of Social Housing’s Rent Standard
- Local affordability considerations
The Council will ensure transparency in rent setting and communication.
5.2 Rent Collection and Arrears Management
In line with the Transparency, Influence & Accountability Standard, the Council will:
- Provide clear rent information and accessible payment options
- Offer early support where tenants fall into arrears
- Agree realistic and sustainable repayment plans
- Only pursue enforcement action, including possession, as a last resort
6. Property Standards, Repairs and Safety (Aligned to Safety & Quality Standard)
6.1 Property Condition
The Council will ensure all homes:
- Meet the Decent Homes Standard (or its successor)
- Are maintained to a safe and habitable condition
- Are free from Category 1 hazards under the Housing Health and Safety Rating System
6.2 Repairs and Maintenance
Repairs will be delivered to defined service standards:
- Emergency: within 24 hours
- Urgent: within 7 calendar days
- Routine: within 28 calendar days
The Council will:
- Provide easy reporting channels
- Monitor contractor performance
- Communicate clearly with residents
6.3 Building and Resident Safety
The Council will comply fully with statutory requirements including:
- Gas, electrical, fire, asbestos, and water safety
- Damp and mould management
- Regular safety inspections
Residents will be supported to understand their role in maintaining safety.
7. Neighbourhood Management and Community Safety (Aligned to Neighbourhood & Community Standard)
The Council is committed to:
- Maintaining clean, safe and well-managed neighbourhoods
- Tackling anti-social behaviour (ASB) effectively
- Working with partners (Police, agencies, community groups)
- The Council will actively prevent, investigate and take appropriate action against tenancy fraud to ensure housing is occupied by those entitled to it.
7.1 Anti-Social Behaviour
The Council will:
- Take a victim-centred approach
- Act proportionately and promptly
- Use a range of tools including enforcement where necessary
8. Resident Engagement and Accountability (Aligned to Transparency, Influence & Accountability Standard)
The Council will:
- Provide clear information about services and performance
- Involve residents in shaping housing services
- Listen and respond to feedback
- Support tenant participation and scrutiny
9. Tenancy Changes and Mobility
9.1 Transfers and Mobility
The Council allocates housing through a fair, transparent and published allocations scheme and provides applicants with access to a clear review and appeal process.
The Council will support strategic housing functions, homelessness duties, tackle underoccupation and overcrowding, and maintain compliance with CORE recording requirements.
The Council will facilitate mobility through:
- Its Choice-based lettings scheme – Gateway to Homechoice, which operates in partnership with other Local Authorities and Private Registered Providers.
- Offer opportunities and incentives for tenants to ‘right size’ into a property that best meets tenants’ circumstances.
- The Council will facilitate mobility through mutual exchange opportunities by publicising the service, providing assistance for vulnerable tenants, advice on consequences and implications on rent.
9.2 Succession and Assignment
The Council will:
- Apply succession rights in line with legislation
- Clearly communicate eligibility
- Support households through tenancy changes where appropriate
10. Ending a Tenancy
10.1 Tenant-Initiated
Tenants must provide a minimum of 4 weeks’ notice.
Where a tenancy is ending and a household is required to move, the Council will provide timely advice regarding housing options, support services and, where appropriate, access to rehousing opportunities.
10.2 Landlord-Initiated
The Council will only seek possession where necessary, including:
- Serious rent arrears
- Persistent and/or serious ASB
- Tenancy fraud
- Abandonment
Any action will:
- Follow due legal process
- Be proportionate and evidence-based
11. Equality, Diversity and Inclusion
The Council is committed to:
- Meeting obligations under the Equality Act 2010
- Delivering fair and accessible services
- Supporting diverse communities and vulnerable residents
The Council will consider the needs of vulnerable households, including older people, disabled residents, those with long-term health conditions and families with children, when making tenancy management decisions.
12. Complaints and Service Improvement
The Council will:
- Operate a clear and accessible complaints process
- Comply with the Housing Ombudsman Complaint Handling Code
- Use learning from complaints to improve services
- Have a Member Responsible for Complaints
13. Data Protection and Information Governance
All data will be handled in accordance with:
- UK GDPR
- Data Protection Act 2018
14. Monitoring, Assurance and Review
The Council will:
- Monitor performance against regulatory requirements
- Report outcomes transparently
- Review this policy every 3 years (or sooner if required)
15. Outcomes and Performance Measures
Success will be measured through:
- Tenant satisfaction (TSMs)
- Repairs performance
- Rent collection rates
- Positive outcomes in ASB cases
- Compliance with safety checks
(This list is not exhaustive and further key performance information is detailed in the Colchester Borough Homes Medium Term Delivery Plan).
16. Delivery Through Colchester Borough Homes (ALMO Arrangement)
16.1 Governance and Role of Colchester Borough Homes
Colchester City Council delivers its housing management services through its Arms-Length Management Organisation (ALMO), Colchester Borough Homes (CBH).
CBH is responsible for the day-to-day management of the Council’s housing stock under a formal Management Agreement. This includes:
- Tenancy management
- Rent collection and arrears recovery
- Repairs and maintenance
- Estate and neighbourhood management
- Resident engagement and customer service delivery
The Council retains strategic ownership of the housing stock and overall accountability for landlord services as the registered provider.
The Council’s Governance and Audit Committee is its “Landlord Committee”.
16.2 Strategic Oversight and Accountability
The Council remains responsible for:
- Setting housing strategy and policy direction
- Ensuring compliance with all legal and regulatory requirements
- Monitoring performance against agreed standards and outcomes
- Securing value for money and effective service delivery
This ensures compliance with the Regulator of Social Housing Consumer Standards (2024), which make clear that:
- The registered provider (the Council) retains full accountability, even where services are delivered through a third party (such as an ALMO).
16.3 Assurance and Performance Management
The Council will maintain robust oversight of CBH through:
- A formal Management Agreement setting out roles, responsibilities, and service standards
- Regular performance monitoring, including:
- Tenant Satisfaction Measures (TSMs)
- Key Performance Indicators (KPIs)
- Compliance with safety and regulatory requirements
- Clear reporting arrangements to elected Members and senior officers
- Periodic audits and assurance reviews
16.4 Resident Experience and Standards
Residents will:
- Receive housing services through CBH as the Council’s managing agent
- Be entitled to consistent service standards aligned with this policy
- Have clear routes to provide feedback, raise complaints, and influence services
The Council and CBH will work collaboratively to ensure services meet the requirements of the:
- Transparency, Influence & Accountability Standard
- Housing Ombudsman Complaint Handling Code
16.5 Continuous Improvement
The Council will work in partnership with CBH to:
- Drive service improvement and innovation
- Respond to tenant feedback and regulatory changes
- Ensure services remain aligned with the Council’s Housing Strategy and corporate priorities
17. Contact
17.1 Tenant Information
Information leaflets on tenancy management including Secure and Introductory tenancies, Mutual Exchanges, Ending your tenancy, Tenant Incentive Scheme and Tackling Anti Social Behaviour, can be found on the Colchester Borough Homes website.
17.2 Our Policies
The suite of policies that form part of Colchester City Council's Landlord's Tenancy Policy include Succession, Relationship Breakdown and Essential Move Policies.
Please click on the links below to view the policies:
These policies will be implemented by our ALMO, Colchester Borough Homes.
Adopted: August 2026