How Our Lettings Work

Our Approach

Our lettings model is designed to be fair, transparent, and aligned with our social purpose.

As a Community Interest Company, we provide housing in a way that prioritises stability and long-term outcomes, rather than short-term turnover. Our processes are intended to be clear and accessible, ensuring that everyone understands how our lettings operate and what to expect.

Who Our Housing Is For

Our properties are intended for people who may face barriers to accessing safe and affordable housing through the private rental market.

This may include individuals or households who:

  • Are on low or moderate incomes
  • Have experienced housing insecurity or instability
  • Are referred through partner organisations or support services
  • Meet specific eligibility criteria linked to the purpose of the property

Availability and eligibility may vary depending on the property and funding arrangements.

How Applications and Referrals Work

Access to our housing is typically through one of the following routes:

  • Referral from a local authority or partner organisation
  • Nomination through an agreed referral pathway
  • Direct application, where applicable

All applications are assessed fairly and consistently against published criteria. We aim to ensure that decisions are transparent and aligned with both housing need and the purpose of the accommodation.

Due to demand, we are not always able to offer housing to everyone who applies.

Rent and Affordability

Rents are set with affordability and sustainability in mind.

When setting rent levels, we consider:

  • Local housing costs
  • The long-term viability of the property
  • The need to reinvest income into maintaining and improving homes

Where possible, rents are designed to be predictable and manageable, supporting tenants to maintain their tenancy over time.

Support and Tenancy Stability

In some cases, our lettings are linked to additional support, either delivered directly or through partner organisations.

This support may include:

  • Help to understand tenancy responsibilities
  • Signposting to external support services
  • Practical guidance to help sustain a tenancy

The level of support varies by property and individual circumstances and is clearly explained before a tenancy begins.

What Tenants Can Expect

We aim to provide a professional and respectful service.

Tenants can expect:

  • Clear tenancy agreements
  • Safe, well-maintained homes
  • Responsive communication
  • A clear process for reporting repairs or concerns

We also expect tenants to:

  • Respect their home and neighbours
  • Meet tenancy obligations
  • Communicate openly if issues arise

Complaints and Feedback

We welcome feedback and take complaints seriously.

Tenants and applicants have access to a clear complaints process, ensuring concerns are handled fairly, promptly, and transparently. Feedback helps us improve how our lettings operate and how we support the people who live in our homes.

Availability and Demand

Demand for affordable housing is high, and availability is limited.

While we work to increase the number of homes we can offer, we cannot guarantee housing for everyone who enquires. We are committed to being open about availability and to working with partners to support people wherever possible.

If you are a partner organisation, funder, or referrer and would like to discuss our lettings model, please contact us.