Temporary or Permanent Relocation Policy

This policy explains when we may need to move customers out of their homes if the property becomes unsafe to live in or if major work is required.

We will only relocate tenants when it is necessary to protect their health and safety, or when essential repairs or improvement works cannot be completed while the home is occupied. In the most serious cases, we may move customers quickly for their safety, and in some situations a permanent move may be needed, such as when a property is being demolished or fully regenerated.

What this means for you:

• Emergency risks, we aim to move you within 24 hours
• Significant hazards, we aim to move you within 5 working days
• Planned works, we will give you advance notice and suitable accommodation

Before any move is arranged, we will carry out thorough checks to understand the condition of the home and the needs of everyone living there. We will talk openly with customers about what is happening. We will explain the risks, provide clear information about the accommodation available, and make sure any alternative housing is safe, suitable and meets agreed standards. We will also consider individual circumstances such as health needs, family commitments, employment, schooling and accessibility.

Tenants will be supported throughout the relocation, including help with costs, communication, and maintaining important community links such as work, school and healthcare. Tenancy rights will not be affected, and you will be able to return home once all safety checks are made and the hazard has been removed. We will keep detailed records, monitor progress, and use customer feedback to continually improve how we manage temporary or permanent moves.