This page provides a quick summary. For full detail, please read the full policy below.
This policy explains how we handle money situations when residents move out - both when someone owes us money and when we owe them money back.
What this covers: This applies to all our residents, regardless of what type of tenancy agreement they have. We're dealing with two main scenarios: former residents who still owe us money (called arrears) and those who have credit on their account that needs returning.
How we handle outstanding debts: We always try to work with residents before they move out to sort out any money owed - we want to make this as easy as possible for everyone. But if someone does leave with outstanding debts, we'll take reasonable steps to recover what's owed.
We'll get in touch through various ways - phone calls, letters, emails, and texts - to arrange payment. Depending on the situation, we might:
- Use any remaining deposit to cover the debt
- Work with debt collection agencies
- Apply for court orders
- Arrange for payments to come directly from wages
- Use tracing services to find people who've moved
- For homeowners, this could potentially affect future property sales
Payment arrangements: We're happy to work out payment plans with former residents - usually through direct debit, though we'll consider other options case by case. All agreements are confirmed in writing, but if payments aren't kept up, we might need to take further action.
Sensitive situations: We handle cases involving deceased residents with particular care, waiting at least six weeks before taking any action and working sensitively with executors or next of kin.
Returning credit balances: If we owe former residents money, we'll return it when requested, provided there are no other outstanding balances and we've completed proper checks.
This policy ensures we're fair and reasonable whilst protecting our resources for current and future residents.