The purpose of this consultation is to ensure that the policy is fair, transparent and supports residents to sustain their tenancies while enabling the council/housing provider to collect rental income effectively. The feedback received will help shape the final policy before it is adopted.

1. What is the Housing Income Management and Arrears Recovery Policy?

The Housing Income Management and Arrears Recovery Policy sets out how we will;

• collect rent, service charges and other housing-related debts,
• support tenants to pay their rent on time,
• prevent rent arrears from escalating,
• identify and assist residents experiencing financial difficulties,
• recover outstanding debts in a fair, consistent and proportionate manner,
• work with residents to establish affordable repayment arrangements,
• take appropriate legal action as a last resort where debts remain unpaid and engagement has not been successful.

The policy aims to balance effective income collection with a commitment to supporting vulnerable households and promoting tenancy sustainability.

Key principles

The policy is based on the following principles:

• Prevention is better than recovery.
• Early intervention and support are essential.
• Residents will be treated fairly and with respect.
• Communication will be clear and accessible.
• Individual circumstances will be considered.
• Recovery action will be proportionate and consistent.
• Legal action and eviction will only be used when all reasonable alternatives have been exhausted.

2. Why do we need this policy?

Rental income is the primary source of funding for housing services. It helps pay for;

• repairs and maintenance,
• estate services,
• building safety requirements,
• housing management services,
• improvements to homes and neighbourhoods,
• investment in future housing services.

Without effective income collection:

• Housing services could be adversely affected.
• Resources available for maintenance and improvements may be reduced.
• Arrears can increase financial pressure on tenants and households.
• Increased debt can place tenancies at risk.

The policy helps us to;

• protect income needed to deliver services,
• ensure a consistent and transparent approach,
• meet legal and regulatory requirements,
• support residents facing financial hardship,
• reduce rent arrears and prevent homelessness,
• promote fairness across all tenants and residents.

3. How has the policy been prepared?

The proposed policy has been developed through:

Review of legal requirements

We have considered relevant housing legislation, regulatory requirements and best practice guidance to ensure the policy complies with current law and expectations.

Analysis of current performance

We reviewed arrears trends, collection performance and feedback from staff and residents to identify areas where improvements were needed.

Benchmarking and best practice

We considered approaches used by other social landlords and housing organisations to identify effective methods of income management and arrears prevention.

Internal consultation

Relevant teams, including Housing Management, Income Services, Customer Services, Legal Services and Financial Inclusion colleagues, have contributed to the development of the policy.

Focus on support and prevention

The policy has been designed to place greater emphasis on;

• early engagement,
• financial inclusion,
• debt advice and support,
• affordable repayment arrangements,
• prevention of tenancy failure and homelessness.

Public consultation

This consultation provides an opportunity for residents and stakeholders to provide feedback before the policy is finalised.

Please view our Housing Income Management and Arrears Recovery Policy before completing the survey.

This survey will close on 23 August 2026

4. Equality and Impact Assessment

An Equality and Impact Assessment has been undertaken to understand how the policy may affect residents and protected groups.

Positive impacts

The policy is expected to;

• improve early identification of residents experiencing financial challenges,
• increase access to advice and support services,
• promote tenancy sustainment,
• reduce the risk of homelessness,
• improve communication and engagement with residents,
• ensure a consistent and fair approach to debt recovery.

Potential negative impacts

Some residents may experience challenges engaging with the policy due to;

• disability,
• mental health conditions,
• language barriers,
• digital exclusion,
• financial hardship,
• literacy difficulties.

Mitigation measures

To minimise potential adverse impacts, we will;

• provide information in accessible formats,
• offer translation and interpretation services where required,
• consider individual circumstances before taking recovery action,
• make reasonable adjustments for disabled residents,
• signpost residents to welfare benefits, financial inclusion and debt advice services,
• ensure affordable repayment arrangements are considered,
• provide multiple methods for communication and payment.

Monitoring

The impact of the policy will be monitored through:

• Arrears performance data.
• Complaints and compliments.
• Equalities monitoring information.
• Customer feedback.
• Reviews of legal action and tenancy outcomes.

Any unintended impacts identified through monitoring will be addressed through policy review and service improvements.