You’ll already have seen an overview of the Tenancy Sustainment Licence. On this page you can see the detail of all the things you can get points for – both positive and negative.
Just to remind you – if you keep to the terms of your tenancy, and achieve positive points, this will be considered when we review your tenancy for renewal and can lead to a longer tenancy being granted. We hope to open up further benefits in the future too.
At the same time, if you get negative points you’ll affect your chances of having your tenancy renewed. We also have what we call red line behaviours – these are behaviours so serious that it means we’ll not be renewing your tenancy and will start possession proceedings.
Community
We can’t tell you enough, but here at Twenty11 we’re committed to building strong communities, and we want to recognise those that help make a positive difference. We can even help you find volunteering opportunities locally.
You can gain one set of volunteering points – but can move from one category to the next.
You’ve been regularly volunteering to help your community or neighbours for at least nine hours over a nine-month period.
You’ve made a very significant contribution to your community by volunteering at least 50 hours of your time over a nine-month period.
Damage to home / recharges
It’s really important that you look after your home – it’s a condition of your tenancy agreement. If you have damaged your home or not looked after it properly, we’ll expect you to remedy this, and you’ll also get points on your licence.
You’ve caused damage to fixtures or fittings in your home or failed to look after it properly.
You’ve not arranged to pay for repairing significant damage to your home which was your responsibility or made payment within four weeks.
Access for gas service
Our annual gas servicing is super important to keep you, your family and your neighbours safe.
You’ve let us into your home to carry out your annual gas safety check at our first request.
No access for essential safety checks
Our essential safety checks are there to keep you, your family and your neighbours safe. If you don’t allow us to carry out these checks, you’ll receive points on your licence, and we’ll also take legal action if needed.
First letter for not giving us access to carry out an essential safety check.
You have not given us access to carry out the check after our first letter or when we try to carry out another essential check.
Despite two previous contacts, we’ve not been able to gain access to your home. This is as an unacceptable breach of your tenancy and is putting you and others at risk and is red line behaviour.
Digital contact
We’re a digital first company and you’ll know this when you apply for one of our homes. We’ll therefore give you positive points if you make an effort to keep all your communication with us digital.
You’ve made at least four separate digital contacts with us over the last nine months, for example by using your portal to report repairs or completing one of our online surveys. Points will not be given for contact about tenancy breaches, legal action, negative TSL points, renewal non-engagement, and interactions that are considered as unacceptable behaviour.
Feedback
Feedback from tenant surveys is important to us, that's why you can gain points for completing our surveys.
Three completed surveys in a 12-month period.
Home contents insurance
Home contents insurance is the responsibility of you, our tenant and is important should any items in your home be damaged – it can be hard to replace things if you haven’t got it.
You’ve shown us a copy of your current home contents insurance certificate.
Parking and car incidents
We expect you and your visitors to be considerate when parking cars. We also ask you to be considerate when carrying out work to your car and to keep it taxed. You’ll receive negative points if, for example, you park inconsiderately, or your car is abandoned or untaxed.
Continued, or further incident.
You have failed to resolve the issues and we let you know we’re taking legal action against you.
Despite taking legal action against you, you still haven’t sorted the issues. This is an unacceptable breach of your tenancy and is red line behaviour.
Realising potential
We’re super excited to work with you to help realise your potential. As well as the sense of achievement you’ll get from doing this, you’ll also receive positive points on your Tenancy Sustainment Licence.
With the help of our Realising Potential Specialist, you’ve drawn up your own Personal Success Plan.
You’ve reached all the agreed milestones in your Personal Success Plan on time.
Rent payments
Ensuring you pay your rent regularly and on time is really important – so we’ll give you positive points when you do.
You’ve had a clear rent account for at least six months (assessed at your tenancy review period).
You’ve had a Direct Debit set up with no failed payments for at least eight out of nine months (assessed at your tenancy review period).
At TSL stage an arrangement has been made and completed, with no missed payments or changes to the arrangement and the rent account is now clear.
Your rent account has been paid in advance for the duration of your tenancy.
Rent arrears enforcement
So, with rent payments being really important, it does mean that if you don’t pay your rent and keep your account up to date you will receive negative points. It’s really important you contact us if your account goes into arrears so we can help with a plan of action before they increase.
You've not engaged or cleared the arrears within seven days of the notification.
You’ve not cleared your rent arrears within the timescale given and/or your account is still in debt.
We’re now taking legal action against you as your rent is not being paid on time or in full and you have a Section 21 Notice served on you.
Despite taking legal action against you, you haven’t made or kept to a repayment plan. This is an unacceptable breach of your tenancy and is red line behaviour.
Tenancy breach
When you become a Twenty11 tenant you sign a tenancy agreement and agree to keep to the terms. If you don’t, we’ll take action and you’ll receive negative points on your licence.
Continued or further incident.
Despite previous contact from us, you or someone in your home continue to be in breach of your tenancy agreement, so we are now taking legal action.
Despite taking legal action against you, you continue to breach your tenancy agreement. This is unacceptable and is red line behaviour.
Tenancy breach - health and safety
The health and safety of all our customers and their neighbours is really important. If you, one of your household members or guests does anything to compromise the health and safety of yourself or others, for example by blocking a fire exit, you’ll receive negative points.
Continued or further incident.
Despite two previous contacts, you or someone in your home have not resolved the health and safety breach we notified you about. This is an unacceptable breach of your tenancy and is red line behaviour.
Tenancy breach - incorrect or false information
We expect all our tenants to be honest with us, both when they apply for one of our homes and during their tenancy. This includes when you provide information at the tenancy renewal stage. If we find that you’ve provided us with false or incorrect information, we’ll take this very seriously – not only will you receive points on your tenancy licence, meaning your tenancy will not be renewed, but we may also take legal action.
You’ve provided us with false or misleading information or not provided accurate information, despite our requests. This is an unacceptable breach of your tenancy and is red line behaviour.
Other tenancy issues
Tenancy issues include not agreeing to an appointment despite a formal request, missed appointments, not giving access to us/our contractors, not responding to requests for information within 10 working days, behaviour that causes delays to our work, excess/unnecessary repairs, no evidence of occupation, mistreatment of pets, and misuse of our land.
You’ve received a letter from us as you’ve not met our expectations regarding a tenancy management issue.
You’ve received a second letter from us as you still haven’t met our expectations regarding a tenancy management issue.
Despite several contacts you continue to fail to meet our expectations regarding a tenancy management issue.
Non-engagement with the renewal process
Despite contact and reminders you have failed to engage with the renewal process.
Unacceptable behaviour
We don’t tolerate unacceptable behaviour. This is when a customer, because of the frequency or nature of their contact with us, hinders our consideration of their or other people’s concerns and/or damages our reputation or credibility.
You’ve received a first warning letter from us about unacceptable behaviour.
You’ve received a second letter from us about you or someone in your home behaving in an unacceptable way.
The unacceptable behaviour that you or someone in your home has shown is a serious breach of your tenancy and is red line behaviour.
Abusive behaviour towards staff
At Twenty11 we believe that all our staff and contractors should be able to work safely and free from abuse. If you’re abusive to one of our team, we’ll take this very seriously and you’ll receive negative points on your licence.
You or someone in your home’s behaviour towards our staff or contractors is so serious that it is an unacceptable breach of your tenancy and is red line behaviour.
Antisocial behaviour
We believe that everyone has the right to live peacefully, and we take antisocial behaviour very seriously as we know the impact it can have on individuals, families and the wider community.
You’ve received a first warning letter about antisocial behaviour.
The antisocial behaviour has not stopped, and we send you a second warning.
The antisocial behaviour hasn’t stopped, and we let you know we are taking legal action, or the antisocial behaviour is serious enough that we are going to take legal action.
The antisocial behaviour is so serious that it is an unacceptable breach of your tenancy and is red line behaviour.
Very Important Tenant
We want to recognise our tenants that go the extra mile – keeping to the terms of their tenancy, being a good neighbour and contributing to the community.
You’ve had no negative points during the whole of your tenancy and have been awarded at least 45 positive points.
