Money: Costs, Charges, Compensation & Support

Rent, service charge and bills

What does this mean for my rent and bills?

There will be no change to your rent at Amber, Ruby, Opal or Sapphire Court – you will continue paying the same rent you were charged at your Stratford Halo home.

When you move into your new longer-term home, you will resume responsibility for paying your utility bills as normal. Prior to your move we will confirm which bills you will need to set up accounts for and talk you through the process. 

Do I need to pay service charge for the period I am relocated?

The law gives us no choice but to continue to levy a service charge. However, we understand why this might feel unfair, so are currently working hard to see if we can develop a solution that will not leave residents unfairly disadvantaged.

Where can I find guidance on council tax and housing benefit?

NHG is responsible for council tax for residents at their Stratford Halo home while you are relocated. Please take a look at the sections covering housing benefit and universal credit, and council tax for further guidance.

Am I entitled to a rent refund?

As above, you will receive a refund if you have chosen to stay with friends or family. If we have provided you with alternative accommodation, your rent will pay for that property.

Expenses and compensation 

What are my rights as a tenant while I am away from home?

Your rights and obligations continue as per your tenancy agreement throughout the time you are temporarily moved from your home, subject to the provisions within our Relocation (Decant) Policy.

How do I get reimbursed for reasonable expenses?

We have pledged to reimburse all reasonable expenses and apologise if you feel any reasonable requests have been refused. It is important that you speak to your local officer or a member of the resident hub team as a first port of call, as they are given the freedom to make decisions on reasonable expenses, but if you feel a claim has been unfairly refused, please email our Hotline.

We are developing an updated relocation policy which will give greater clarity for residents and officers around what will and won’t be accepted for reimbursement. As soon as this is available, we will share it. There will always be exceptional things that our team members will need to seek manager approval for but our intention is that this policy will cover most eventualities.

Will we be compensated when everything is resolved?

We know how difficult the last few months have been for you and we have pledged to look into the issue of compensation, but our priority at this time has to be getting everyone remaining inside the affected buildings into alternative temporary accommodation and ensuring that no-one is left out of pocket for reasonable expenses incurred as a result of their relocation.

If I move permanently, will I miss out on any future compensation payments?

No. Our current focus is on completing investigations, carrying out the necessary remediation works and supporting residents while they remain away from their homes. However, we recognise the disruption and inconvenience residents have experienced, and we will consider what further support or payments may be appropriate in the longer term.

If any future compensation or additional payments are agreed, your eligibility would not be affected by a decision to move to another permanent home.

If a permanent move is the best option for you or your household, you can make that decision knowing that it will not affect your entitlement to any potential future compensation payments that may be agreed.

How can you help me to make this move?

We recognise that moving home is a significant change. For many residents, finding a suitable long-term home can provide greater stability, security and certainty about the future. Our aim is to identify accommodation that supports your independence and wellbeing while offering a place where you can settle, make your own and feel at home. We will work closely with you throughout the process and provide practical support to help make any move as smooth as possible.

We will help with viewings where available, provide storage solutions, moving vans, packing materials and reimbursement for essential related costs.* Once in your new home, we will provide support to set up utilities, internet and local services.

*provided NHG have approved in advance. 

Repairs and long-term options

Will NHG cover the structural repair costs?

At the moment our focus has been on ensuring your safety and working as quickly as possible on the interim solutions to allow you to move back home. In terms of longer-term solutions and the funds to pay for this, this is still to be agreed but no costs associated with these repairs will be passed to you.   

Introducing third party mediation / support

Who are NewmanFrancis?

We have appointed NewmanFrancis, an independent and highly experienced community engagement company, to work directly with residents and provide impartial support throughout this process.

Their role is to listen to your views, understand any concerns or issues you may be experiencing, and make sure your feedback is properly heard and represented. A member of the NewmanFrancis team will be in touch with you in the coming weeks.

We know moving again is disruptive and we want to do all we can to help and support you during this time.

Our local team also remains available to support you and answer any questions you may have.

What can they do to help?

Newman Francis are independent experts in community engagement and consultation, they will help NHG by talking to residents and providing productive feedback on what matters most to you and how we can improve our communications and response to residents.

They are specialists in building safety and major work engagement and have worked closely with residents and housing providers on similar situations.

Newman Francis are also based in Stratford too, so ideally placed to support residents. Their services will be completely funded by NHG and not charged to residents.

Why are you getting them involved now?

We felt the time was right to introduce additional expertise so we can make sure the service and information we are providing to residents is meeting your needs and expectations and you have a legitimate way of feeding back to us consistently throughout this process.

What’s their role / background?

Newman Francis was formed by Mekor Newman and Alicia Francis in 2006. Both have extensive experience in complex housing projects and have supported thousands of residents across the UK and delivered more than 100 community projects.

Does this mean you won’t be talking to residents directly?

Absolutely not! We are bringing in Newman Francis to support our engagement with you, not replace it. Our team remain on site at Stratford Halo and will be proactively reaching out to all residents to discuss options for moving, they are available to support you with whatever you need.

How do I get in touch with them?

If you have any questions after reading this letter, or would like to speak to someone about the engagement process, please contact NewmanFrancis:
Email: Stratfordhalo@newmanfrancis.org
Telephone: 0800 644 6040

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