How housing associations are supporting tenancy sustainment and income collection through the coronavirus crisis

26 August 2020

The coronavirus crisis has been a catalyst for change in the way many housing associations have approached resident rent arrears, income collection and working with residents around their tenancy conditions.

Housing associations have been helping residents access benefits and other support to alleviate financial hardship, and have changed the way they approach income collection by removing references to enforcement. This has led to increased resident engagement.

As a result of this positive experience, many housing associations are looking to retain this way of working even once the crisis has subsided and eviction proceedings resume.

Housing associations have been supporting tenancy sustainment and income collection through the coronavirus crisis, by:

  1. Making commitments to support residents and working flexibly.
  2. Making sure people get the financial help available.
  3. Using trauma-informed/person-centred approaches and expectations about rent payments.
  4. Implementing culture change and staff training.

This briefing contains more information on each of these, and covers how housing associations have been working to keep communities safe. It includes case studies throughout to share practical examples of how this work has been done.

Who to speak to

Suzannah Young, Policy Officer