Thrive Deal

Our key services, how we manage your home and what we ask of you in return.

• Our offer and ask 
  The services we’ll deliver and what we ask of you in return.
• Our Home Standard
  Inventories and annual Home Plan visits.
• Alterations, wear, tear and damage
  What to do if your home requires an alteration and how we deal with wear, tear and damage.
• Repairs
  Find out who's responsible for your repair.
• Access to your home
  When we may require access to your home.
• Charges
  How we apply charges.
• Requesting permission
  There are several things we ask customers to seek our written permission for before starting.
• Inventory Factsheet
  How we maintain a record of the condition of your home before, during and after your tenancy.
• Our Communal Area Standards
  Our offer for the level of service and what we expect in return, including;
• Communal Cleaning
  What is included in the service?
• Communal Grounds Maintenance
  What is included in the service?
• Health and safety in your home
  The ways we'll work with you to keep your home and surrounding area safe.
• Our Charges and Compensation policy
  What we may charge for and how we may compensate customers.
• Reasons for compensation
  What we will compensate for and how much.
• Home Plan visits
  One of the ways we stay in touch with you and keep an eye on the condition of your home.
• Neighbourhood Management Policy
  Our policy about the effective management of shared communal areas around Thrive Homes properties.

Find out about...

• Our offer and ask
  What you can expect when you sign a tenancy agreement with us, and what you need to do to maintain or change your tenancy, and how to end your tenancy.
• Becoming a Thrive customer 
  The process of becoming one of our customers
• Information during your tenancy
  Including paying your rent, your tenancy type, changes to your tenancy, anti-social behaviour, keeping pets and tenancy breaches
• Ending your tenancy
  How to end your tenancy if you want to move
• Access to your home
  Why we might need to access your home
• Charges
  Extra costs that may be required
• Our Complaints Process
  How we'll deal with your complaint fairly and respectfully. 
• Get involved
  The ways you can have a say on our services.
• Our performance
  How we measure ourselves against our service standards.
• Customer satisfaction
  The latest results from our satisfaction surveys. 
• Your privacy
  How we carefully handle and use your data.
• Unreasonable behaviour
  What we consider unacceptable. 

Explore what you can expect when you sign a tenancy agreement with us, an overview of the key terms and how to end it.

• Our offer and ask
  The service you can expect from us and what we need from you in return and how you can help shape our services.
• How we will contact you
  The ways we will get in touch with you.
• Unreasonable behaviour
  What we consider unreasonable behaviour and how we deal with it.
• Keeping us informed
  How to let us know if your circumstances change
• How you can get involved in shaping our services
  An overview of Thrive Customer Voice and how your input is used
• Feedback
  How we'll ask for your feedback
• Complaints
  How to make a complaint if things go wrong
• Your information
  How and why we use your information
• Your guide to becoming a customer
  What you can expect when you join Thrive.
• Our tenure policy
  How your tenancy is managed and the rules around moving home or taking over a tenancy.
• Empty homes and letting policy
  The rules to managing empty properties and how they can be re-let.
• Tackling Anti-Social Behaviour (ASB)
  How we'll work with you to deal with ASB.
• Anti-Social Behaviour (ASB) policy
  Outlining the way we will handle ASB cases.
• Withholding services
  How we may withhold or limit your access to services and why.
• Tenancy Fraud
  Examples of tenancy fraud, our approach to dealing with it and how to end your tenancy. 
• Frequently asked questions
  Your questions about the Thrive Deal answered.