Your home

We will:

• Aim to resolve tenancy change applications within 20 working days.
• Aim to give you a decision on Succession applications within 20 working days.
• Give you a decision on Mutual Exchange applications within 42 calendar days.
• Investigate any concerns about tenancy fraud.
• Provide clear guidance on how to end your tenancy.
• Arrange a visit within your four weeks’ notice period to have a quick look around and answer any questions you may have.

We will:

• Sell shared ownership homes to qualifying applicants in a fair and transparent way.
• Support you if you choose to resell your home, buy additional shares, or wish to exercise your Right to Acquire or Right to Buy.
• Provide clear and easy to read information about our eligibility criteria, our homes, services, fees and our responsibilities to you as a homeowner.
• Guide and support you through the buying process and check in with you once you have moved in.
• Make sure that adequate buildings insurance is in place for your home.
• Provide estimated service charges before the start of each financial year, so you can plan your finances with confidence.
• Produce accurate and transparent service charge final accounts within six months of the end of the financial year.

We will:

• Send you notification of your latest rent and any estimated service charges annually, with contact details if you need more information or to raise a concern.
• Provide accurate and transparent service charge final accounts for you within six months of the end of the financial year.
• Make it easy to check your rent and service charge information online via the Connect portal.
• Give a clear break down of what your service charges cover.
• Offer different ways to pay your rent and service charges, with flexible payment options if you fall behind.
• Contact you promptly if you do not make your payments on time. A named Officer will work with you to agree realistic payment plan based on your situation.
• Give you support and advice on claiming benefits and maintaining your tenancy and direct you to extra help if needed. Refer you to our Housing Support, Money Advice services or external agencies if you need specialist support. Support | Alliance Homes
• Only take legal action when all other options have been tried, and support offered. We will provide clear information about the legal process, timescales and potential outcomes.

To help us provide the best service, we ask you to:

• Contact us as soon as possible if you are struggling with money or need help to manage your tenancy. Early engagement means we can support you before things become overwhelming.