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When you become a Twenty11 tenant, you will have a Tenancy Sustainment Licence (TSL) issued to you.
Getting positive points will give you the best chance of keeping your home, and positive points can also lead to additional opportunities for you, such as the possibility of getting training bursaries.
However, if you don't keep to your tenancy agreement or display poor behaviour (such as not paying rent or behaving in as an anti-social way) you will be given negative points.
TSL points will help us to decide whether your tenancy should be ended or continued.
Your TSL makes it clear what's expected of you and the impact of your behaviour, which will help to keep your tenancy.
Each Twenty11 tenant will start on 100 points, known as their Base Points. Scores will be monitored regularly. A new tenancy lasts 12 months, and the expectation is that every tenant will be on at least their base points level or higher at the end of their tenancy.
You can view your licence on the Twenty11 tenant portal which will show your scores and the reasons for any points. You will also be told at the time when any points are given to you.
If you get lots of positive points, that's great news, but we’ll also take into consideration whether you have negative ones. If you get negative points of minus 25 or more, your tenancy will be at serious risk. If you get to this position, you won't be able to access any benefits even if you also have positive points and we may also decide to end the tenancy.
So in other words we don't just look at the overall score but your negative points as well as any positive ones, so that we get a full picture of how you are conducting your tenancy.
Serious unacceptable tenancy breaches are known as ‘red line behaviours’ and these incur 50 negative points which will lead to the tenancy being ended or not renewed.
You can find out more about what counts as a ‘red line behaviour’ in our TSL Points Directory. Examples include unacceptable behaviour such as verbal abuse to a staff member, giving us false information or neglect or serious damage to your home.
If you disagree with your points you can raise this with a staff member who will look into it. There is also an option of using our appeals process in certain circumstances, such as if a tenancy renewal has not been agreed.
Please see the TSL Points Directory for a full list of how you can earn both positive and negative TSL points. If there is anything that isn't clear, please ask us. We're happy to explain in more detail, and it's important to us to be transparent.
When points are assigned we’ll make sure you're clear what the reason is, and if we make any significant changes to the points structure during the course of your tenancy we’ll make sure you’re updated so you know what's changed.
"It's helped me by encouraging me and helping me feel supported as a tenant by Twenty11."
Simon* has been a tenant with Twenty11 since 2021. He (like all our tenants) began with a one-year tenancy. He ran his first tenancy well, with no negative points and a total of 135 positive points, which meant at his tenancy renewal he was offered a two-year tenancy.
Following on from this, during his two-year tenancy he went 'above and beyond', accruing 160 positive points, which means we will be offering him a four-year tenancy at his next renewal.
As well as running a good tenancy, he also volunteered in the community, and set up and completed a Personal Success Plan.
"I think it's an amazing scheme that can help keep a lot of people on track and encourage them to be good tenants."
Mary* is currently on a starter tenancy with us, and similarly to Simon she has conducted the first year with us very well. As well as completing all the basics of being a good tenant, she too has gone 'above and beyond'.
Starting with the baseline of 100, she has managed to accrue a further 50 points, building her total to 150. She has kept a clear rent account, engaged with us digitally, and has also set up and completed a Personal Success Plan.
At her renewal, she will be offered a longer tenancy due to her success in her starter tenancy.
"It’s a good system to ensure people get a fair offer."
The final case study is Bob*, who has been a tenant with us since 2019. Bob has been able to run consistently good tenancies, without accruing any negative points. After the first one-year starter tenancy, he proceeded to get a two-year and then another two-year tenancy.
Currently Bob has built a total of 140 points, which means that at renewal he is likely to secure a further fixed-term tenancy, for three years.
* all tenants have been anonymised.