We understand that being asked to move from your home, whether temporarily, in an emergency or permanently, can be an unsettling experience. You may have questions about why the move is necessary, what support is available, and what will happen next.
A temporary and emergency move is only considered when it is necessary to protect the safety and wellbeing of residents or to enable essential works to be undertaken that cannot be carried out while a home is occupied. Our priority is to ensure that you are fully informed, treated fairly, and supported throughout the process.
The following information has been provided to you in order to answer some of the most common questions about temporary and emergency moves, and to help you understand what you can expect.
If you cannot find the information you need, please contact us and we will be happy to help.
Frequently asked questions
Sometimes it is necessary to move you out of your home for a period of time for safety reasons or to allow essential works to be completed.
Reasons may include:
- Major repairs or improvement works.
- Fire, flood, or significant damage to the property.
- Structural concerns.
- Health and safety risks.
- Redevelopment or regeneration projects.
We understand that being asked to leave your home can be disruptive, and we are committed to supporting you throughout the process.
This will depend on whether your move is temporary or permanent. On occasion, temporary moves can become permanent. If this is the case we will contact you to explain this as soon as we can.
Temporary Move
- You have been moved to alternative accommodation while works are completed and/or it is safe to return to your home.
- We will keep you updated on progress and, where appropriate, arrange for your return once your home is safe and suitable to occupy.
- We encourage you to take medications with you/belongings for the duration of the move.
- If the move is extended, this will be communicated to you.
We will continue to support you throughout your move.
When arranging alternative accommodation, we consider factors including:
- Distance from your place of work or education.
- Caring responsibilities and support networks.
- Preferred locations where possible.
- The needs of vulnerable household members.
- Availability and cost of suitable accommodation.
- The anticipated length of the move.
Whilst you are away from your home, you will have a designated point of contact and that person is there to support you. If you have any questions, or your circumstances changes whilst you are living away from your home, please let us know as soon as possible.
Your designated contact will explain how your rent and any service charges will be managed during your move, including any changes that may apply to your temporary accommodation.
If you are temporarily moved you are responsible for the continued payment of the rent and service charges of your original property. You will not be asked to pay the rent on two properties.
If you have any concerns about rent payments or benefits, please speak to your designated contact as soon as possible.
The arrangements for your belongings will depend on the circumstances of your move. Where required, we will discuss storage arrangements, access to possessions, and any support available to you.
Please contact your designated contact if you have any concerns regarding your belongings
We understand pets are part of the family too and will work to find appropriate accommodation for you. In emergencies it might not always be possible for us to find accommodation that accepts pets, so we may ask that you have your pets looked after by friends or family. If this isn’t possible, we may consider supporting with kennel accommodation for your pet.
We will work hard to ensure you are supported through your move.
You will have a designated person who will be your main point of contact throughout your move. They will be available to answer questions, provide updates, and discuss any concerns you may have, supporting you every step of the way.
Your designated contact will provide regular updates throughout the period you are moved.
If you were moved outside of normal working hours as part of an emergency, your designated contact will contact you on the next working day to discuss next steps and answer any questions you may have.
Where customers are unhappy or concerned about the need to move, we will work with you to understand, and wherever possible, alleviate those concerns.
Customers are encouraged to raise any concerns as early as possible.
