Tenancy Policy

This Policy is currently in draft and is subject to Cabinet approval on the 29th April 2026.

If you would like to make any comments on the Policy, please get in contact with us at strategic.housing@bassetlaw.gov.uk.  

Introduction

Bassetlaw District Council Tenancy Policy sets out our approach to providing an efficient and effective tenancy management service to our tenants. Providers of Social Housing are required to publish clear and accessible policies which outline their approach to tenancy management, including interventions to sustain tenancies and prevent unnecessary evictions, and tackling tenancy fraud, and set out:

• The type of tenancies they will grant.
• Where they grant tenancies for a fixed term, the length of those terms.
• The circumstances in which they will grant tenancies of a particular type.

Aims and Objectives

Aims

The aims of this policy are to set out how Bassetlaw District Council will manage tenancies in respect of: 

• Putting people and families at the heart of everything we do
• The types and lengths of tenancies Bassetlaw will offer
• The circumstances which determine the type of tenancy that will be offered 
• How a tenancy can be ended 
• Changes to tenancies, and
• Bassetlaw District Council’s approach to tenancy management, tackling     tenancy fraud and tenancy sustainment. 

Objectives

The objective of this policy is to provide tenants with Bassetlaw District Council’s approach to managing tenancies from the point at which a tenancy is granted, through to the point it ends, and the key stages during its lifespan.

Legal Framework and Context

Under the Tenancy Standard, the Regulator of Social Housing (RSH) requires all registered providers to publish a policy setting out the types of tenancy that will be offered and key aspects of how these tenancies will be managed.

The Regulator of Social Housing regard councillors as responsible for ensuring that providers’ businesses are managed effectively and that providers comply with all regulatory requirements

The Social Housing (Regulation) Act has impacted the regulatory framework for social housing and introduces a new proactive, consumer regulation regime focussed on meeting the needs of tenants. One aim of the legislation and regime is to ensure that providers of social housing, such as the Council, keep its properties and estates safe and clean.

As part of the new consumer regulation regime, from April 2023 the RSH introduced a series of 22 mandatory Tenant Satisfaction Measures (TSMs) creating a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. These measures include those applicable directly to building safety as well as those based on tenant perception surveys setting out tenants views on our performance which will include responsible tenancy management.

The TSM’s relevant to tenancy management are:

• TP01 – Satisfaction with the service provided by the landlord 
• TP06 – Satisfaction that the landlord listens to tenant views and acts upon them
• TP07 – Satisfaction that the landlord keeps tenants informed about things that matter to them 
• TP08 – Agreement that the landlord treats tenants fairly and with respect
• TP09 - Satisfaction with the landlord’s approach to handling of complaints

This policy should be read in conjunction with other BDC Housing and Council Strategies and Policies, including the Tenancy Strategy, Income Policy, Neighbourhood Management Strategy, Anti-Social Behaviour Strategy and Policy, Safeguarding Policy, Allocations Policy, and Mutual Exchange Policy.

Types of Tenancies

Introductory tenancies

An introductory tenancy is a fixed term tenancy for 12 months. This can be extended by a further 6 months at the discretion of BDC. No further extensions are permitted.

The terms and conditions of an introductory tenancy are broadly the same as a secure tenancy, apart from some key exceptions. 

Introductory tenancies are issued to most new council tenants for an initial 12 month probationary period, during which the tenant’s conduct and ability to sustain a tenancy can be assessed. During this period, tenants have limited statutory rights and may be evicted more easily if they fail to comply with the terms of their tenancy.

The Council may extend the introductory period by a further six months where there are concerns about tenancy conduct—such as rent arrears, anti social behaviour, or breaches of tenancy conditions—and where additional time is considered necessary to support the tenant to demonstrate their ability to manage a tenancy successfully.

If no action is taken to extend or end the tenancy, it will automatically convert to a secure tenancy at the end of the introductory period, providing long term security of tenure and access to the full range of statutory rights.

All prospective tenants are informed before their sign up if they are being offered an introductory tenancy and will have a copy of the agreement, given to them at sign up.

A ‘New tenant visit’ takes place at around 6 weeks from the tenancy start date. This is a home visit to ensure that the tenant is managing their tenancy, able to maintain their home and that all other aspects of the tenancy are being met.

If additional needs are identified at the 6-week check, the officer will facilitate appropriate support, or signpost to a support agency, to ensure that the tenant is given every opportunity to maintain their introductory tenancy.

At the end of the 12-month period, an introductory tenancy will automatically convert to a secure tenancy. The only exceptions to this would be when a decision has been made to extend the tenancy (If this is the case the tenant will be informed at least 12 weeks before the 12-month introductory tenancy would come to an end) or BDC has commenced action to seek possession of the property.

BDC may extend the introductory tenancy by a further 6 months if there is any breach of the tenancy conditions, set out in the Tenancy Agreement. Tenants have the right to request a review of this decision.

BDC may decide not to allow an introductory tenancy to convert and the tenant will be required to move out. Tenants have the right to have this decision reviewed by the Tenant Services Manager.

Introductory tenancies can be ended more easily than secure tenancies, provided BDC has followed the correct process.  A court must grant possession to BDC.

Introductory tenancies will not be used where:

• Someone is a secure tenant of a local authority immediately before the offer of accommodation, or a secure or assured tenant of a housing association; or,
• Where a secure tenancy is being assigned, including by way of a mutual exchange.

Where BDC commences action to end an Introductory Tenancy, the tenant will have a right to review that decision and can make an application for a review.  In this case, the tenant will be made aware in writing of their rights, what actions they can take to request a review, and where to seek appropriate independent advice regarding their tenancy.

Secure tenancies review

A secure tenancy is a lifetime tenancy, meaning it cannot expire and can only be ended if one of the following occur: 

• the tenant serves a valid Notice To Quit (NTQ); 
• the tenant offers a surrender of the tenancy which is accepted by the landlord; 
• one of the tenant or landlord conditions of a secure tenancy ceases to be met; 
• the tenant loses the secure tenancy by sub-letting the whole property; 
• the tenant is demoted to a demoted tenancy; 
• a court order for possession takes effect under one of the grounds specified in the Housing Act 1985 (legislation.gov.uk).

BDC will grant a secure tenancy if the applicant was a secure or assured tenant of a social landlord, prior to taking a tenancy with BDC.

Secure tenants benefit from a wide range of statutory rights under the Housing Act 1985, providing long term security and stability. These include:

• the right to live in their home indefinitely unless the Council can prove a legal ground for possession
• the Right to Buy (subject to eligibility)
• the right to exchange their home with another social housing tenant
• the right to take in lodgers and, with permission, to sublet part of their home
• the right to carry out improvements with the Council’s consent 
• enhanced succession rights allowing a qualifying family member to inherit the tenancy in certain circumstances
• full rights to repairs, consultation on housing management matters, and access to the Council’s complaints process and the Housing Ombudsman.

A person under the age of 18 cannot legally hold a tenancy. In cases of minors seeking and being granted a tenancy, BDC will require another member of the minor’s family or another trusted adult to hold the tenancy in trust, or another statutory organisation to act as a guarantor, until they have reached the age of 18 when the tenancy will pass to them.

License Agreements

BDC offers licence agreements to people who require interim accommodation, including:

• people who are being housed temporarily under the Council’s homelessness duties
• tenants who are being temporarily re-housed whilst work is carried out to the property where they are a secure or introductory tenant.

Assured Shorthold Tenancies

BDC offers Assured Shorthold Tenancies where a property is used as part of a grant-funded scheme, and where this type of tenancy has been proposed or expected as part of the funding.   An example of this is the Watson Road, Worksop project.

Fixed-Term Tenancies

A fixed term tenancy is a secure tenancy for a specified period of time with modified statutory rights.

BDC has decided not to use fixed term tenancies, as it believes that introductory and secure tenancies provide security for our tenants as well as helping to maintain the quality of our homes and estates.  We will keep this position under review and may choose to introduce fixed term tenancies in the future, following consultation with tenants and stakeholders.

Demoted Tenancy 

Demoted tenancies allow BDC to apply to court for a demotion order to reduce the security of tenure for an existing tenant (or visitor to their home) that has behaved in an anti-social way, or not met other tenancy obligations.

The Demotion Order provides a serious warning to the tenant, with the ultimate sanction of swift action to evict if necessary. It also removes a number of tenancy rights, but for this to work promoting these loses in security is necessary. If they stop causing problems, they can regain a higher level of security and rights. The scheme provides a clear link to a balance of rights and responsibilities.

BDC sees demoted tenancies as a positive tool that will enable it to deal effectively with incidents of anti-social behaviour in a more targeted and supportive way and we will consider using the orders as part of its overall approach to dealing with anti-social behaviour.

Ending a Tenancy

Where a tenant decides to end their tenancy:

A tenant may decide at any time that they wish to end their tenancy. 

They can do so by giving BDC 4 weeks’ notice in writing’ (completing a tenancy termination form returned to BDC the signed signature of the tenant - a typed signature will not be deemed legally binding). 
Termination Forms can be hand delivered or sent by email, or a photo taken of the written document and emailed to BDC. If notice is being given by someone who is not the tenant, we will need to see a copy of the Power of Attorney.

The tenant must give us at least four weeks’ written notice to quit to end the tenancy. BDC currently require the notice to expire on a Sunday and the keys would need to be returned the Monday after the notice expires by 12.00 pm.  

If keys are not returned when expected BDC will charge the tenant the equivalent of the weekly rent until the keys are returned, and full rent will be charged throughout the notice period.
BDC may use its discretion to accept a period of less than four weeks’ notice to bring a tenancy to an end in the event of the death of a tenant, or where a tenant has moved permanently into a Nursing or Care Home, or similar, or where there are exceptional circumstances that mean the tenant has had to leave the property with less than four weeks’ notice.   The tenancy will not be terminated until all of the keys to the property have been received, and tenancies will only end on a Sunday at the end of the week where the keys have been received.

Before ending the tenancy the tenant must ensure that their home (including outbuildings, sheds and lofts) is left clean and free from furniture and possessions. 
The tenant must leave all BDC’s fixtures and fittings intact and in the same condition as they were as at the start of the tenancy with the exception of fair wear and tear.   Failurel to do this may result in a recharge for any costs incurred.

Where BDC wishes to end the tenancy

BDC seeks to support tenants in maintaining their tenancies but may take action to end tenancies in circumstances where BDC considers the grounds for possessions as specified in the Housing Act 1985 schedule 2 can be proved and it is reasonable to seek possession of the property concerned. BDC may also seek possession where the absolute ground for possession (Housing Act 1085 s84A) applies.

For example, possession may be sought where: 

• The tenant has breached their tenancy conditions
• The tenancy has been obtained fraudulently
• BDC needs the property for a redevelopment or regeneration scheme.

The tenant will be referred at the earliest opportunity to the Council’s Housing Solutions Team for advice and assistance.

Abandonment

Where BDC becomes aware that a property may have been abandoned, it will follow its procedures in identifying whether this is the case.   This will include trying to make contact with the tenant or any contacts BDC is aware of, speaking to neighbours and other agencies, and giving written notice of its concerns about the property.

Before serving a Notice to Quit and/or taking possession of a property which it is suspected has been abandoned, BDC will make every effort to determine if the tenant has any intention of re-occupying it.

All allegations of abandonment will be investigated swiftly and efficiently with particular regard to potential rent loss, the state of the property and how it may effect other neighbouring properties, and the impact on the immediate neighbourhood of the property being unoccupied and the risks of it being used in an unauthorised manner.

Death of Tenant and Succession

Death of a Tenant

In the event of the death of a sole tenant, the tenancy can be transferred to an eligible person. This is called a succession and based on the legal requirements as to who is deemed a successor tenant under the Housing Act 1985 and the Localism Act 2011.

If there is no eligible person to succeed the tenancy, BDC will end the tenancy by serving notice. The person occupying the property will be signposted to complete a BDC Housing Application to assess their housing need and encouraged to contact the Council’s Housing Solutions Team for appropriate housing advice where there is no legal right to succeed the tenancy.

BDC will request relevant information, to establish the person’s housing need, and will decide on the appropriate course of action. Contact will be maintained to ensure the person is kept informed of the progress of the case.

On being advised of the death of a sole tenant, BDC will undertake investigations to establish whether the right of succession exists and whether the person(s) who lived with the late tenant are entitled to succeed to the tenancy. Succession will only be granted to someone who is entitled to succeed to the tenancy. The person succeeds the tenancy and not the property.

Succession

There can only be one succession of a council tenancy.

The following count as succession and the person:

• is a statutory successor
• is a survivor to a joint tenancy
• become a tenant by will or intestacy rules
• was assigned the tenancy as a potential successor
• succeeded to or were the survivor to a fixed term tenancy that became periodic
• was assigned the tenancy by a Court during divorce of dissolution of civil partnership proceedings and the original tenant was a successor 
• succeeded to a previous tenancy and were then granted a new secure or introductory tenancy by the same landlord within six months of the end of the earlier tenancy.

When a joint tenant dies, the surviving joint tenant inherits the tenancy by the common law rule of survivorship. Survivorship is not a statutory succession but counts as one when determining if there is a further right to succeed to a tenancy.

The tenancy always passes to the surviving joint tenant(s). Another person cannot succeed to a joint tenancy, even if they would qualify to succeed to a sole tenancy.

Assignment by mutual exchange does not count as succession. A tenant who was a s    successor before the mutual exchange remains a successor in their new property.

For secure tenancies created before 1 April 2012 a person is qualified to succeed to a sole tenancy if they occupied the home as their only or principal home at the time of the tenant’s death and one of the following applies: 

• The person is the tenant’s spouse or civil partner; or 
• Where there is no spouse or civil partner, a cohabitee or member of the tenant's     family succeeds if they:
• Occupied the property as their only or principal home at the time of the tenant's death, AND
• Resided with the tenant for the 12 months before the tenant's death. 

Cohabitees are couples who live together as if they are married or civil partners. Whether a couple meets these criteria depends on the facts of each case.

The definition of a family member includes the tenants: 

• Sibling
• Co-habitee
• Parent or child
• Step-relations, half-relations, and relations by marriage are family members. Foster children are not included in the definition.

For secure tenancies created after 1 April 2012 and the Council’s remaining flexible tenancies, there isno right for a family member to succeed a sole tenancy unless the tenancy agreement allows it. BDC’s Tenancy Policy does not allow family members to succeed.  

Only the following persons can succeed a sole tenancy if the tenancy was granted after 1st April 2012:

• Husband/Wife
• Civil partner
• Co-habiting partner

To succeed the tenancy, BDC will check:

• The date the tenancy started
• If the individual is one of the persons listed above
• Whether the deceased was using the home as their main or principal home up until the date of death for at least 12 consecutive months prior to the death 
• The successor was also living at the home during this period, whilst married, in a civil/partnership or co habiting

BDC will not agree to a succession in the following situations:

• If the applicant is unable to prove that they are a family member or that they live/had lived at the address for a minimum of 12 months prior to the death of the tenant
• If the tenancy has already been succeeded as it cannot be succeeded again. This also applies if there has been an assignment of the tenancy but not assignment by mutual exchange.

Eligible successors to the tenancy will have the same tenancy as the person who dies.

Assignment 

An assignment is the legal way in which a tenancy can be passed from a tenant to someone else. Assignment in general is not permitted unless the assignment is:

• By way of a mutual exchange (excluding introductory tenancies)
• Following a court order obtained under matrimonial proceedings or civil partnership proceedings 
• To the person who would be entitled to succeed to the tenancy should the tenant have died immediately before the assignment.

Assignments (other than assignments by mutual exchange) use up the right of succession.  If someone was granted their tenancy as a succession, they will not be able to carry out an assignment. 

Tenants wishing to assign their tenancy by way of mutual exchange must apply in writing for BDC’s consent.

For the other permissible legal ways of assigning (as set out above) the tenants must notify BDC of the assignment. Unauthorised assignments are a breach of tenancy and legal action will be taken to remove unlawful occupiers. Costs associated with this will be the tenant’s liability. 

When BDC receives an application to assign a tenancy for mutual exchange a decision will be made within 42 calendar days upon receipt of all of the required information. BDC may withhold consent for mutual exchange on the following grounds:

• Tenant has an outstanding rent arrear or other housing debt, or is in breach of their tenancy
• Tenant is subject to a possession or court proceedings 
• The property is unsuitable for the needs of the person wishing to move to the property, or the property where the tenant wishes to move to is unsuitable, for example the property is too large.

Where BDC withholds consent to the proposed assignment this will be in writing, advising the tenant of the reasons for the decision.

Where BDC provides consent to the proposed assignment, this will be in writing. The tenant and the assignee will be invited to sign the deed of assignment. BDC will advise the assignee of their rights and responsibilities as a secure tenant, the date the tenancy was commenced and the balance of the rent account. The assignee is regarded as a successor tenant (unless this is assignment by way of mutual exchange).

Sole and Joint Tenancies

BDC offers both sole and joint tenancies to new tenants moving into a BDC property.

Sole tenancies

A sole tenancy is where one member of the household signs the tenancy and is responsible for ensuring anyone living within the property fulfils the responsibilities set out within the tenancy agreement. Where there is a breach of tenancy, the sole tenant will be accountable, even if the breach was caused by a member of the household or guest.

Joint tenancies

A joint tenancy is where more than one person has responsibility for meeting the requirements of the tenancy agreement. Each tenant has equal rights to the tenancy.

BDC will offer a joint tenancy to a maximum of 2 people.

Converting a sole tenancy to a joint tenancy

Requests from existing sole tenants that wish to add another person to their tenancy, creating a joint tenancy, will be considered on a case-by-case basis at BDC’s discretion.

It is important that the tenant seeks independent legal advice if they are considering requesting a joint tenancy. Applications for a sole to joint tenancy will be refused under the following circumstances:

• The household cannot provide proof of marriage or civil partnership, or of joint residency for at least 12 months prior to the application;
• There is outstanding action against the household for a breach of tenancy 
• There are outstanding rent arrears
• There is a history of tenancy breaches
• The applicant is already named on another a tenancy 
• The tenancy has already been assigned to the sole tenant
• The tenancy has been succeeded to by the sole tenant converting a joint to sole tenancy

The tenant who wishes to remove themselves from a tenancy must complete a legally valid notice to quit requesting to end the tenancy.

BDC may, in its absolute discretion, allow the other joint tenant to temporarily remain at the property after the tenancy has been terminated under a use and occupation arrangement; a weekly charge equivalent to the rent will be charged for the duration of occupation, this is known as Mesne Profits. This will only be a temporary position whilst the remaining occupant’s eligibility for social housing is assessed.

BDC expects the remaining occupant(s) to:

• Register a BDC Housing Application
• Provide relevant support evidence 
• Provide household occupant information. 

BDC will check the remaining occupants’ eligibility for social housing by:

• Assessing their eligibility for the property size 
• Whether they are eligible to remain at the property. 

We will consider what tenancy type to award the remaining occupant (we do not have to give them the same tenancy that they held previously; this is at BDC’s discretion).

BDC may consider offering a property to one joint tenant after the tenancy has been terminated by the other joint tenant. 

A feature of a joint tenancy is that it can be brought to an end by one of the joint tenants, acting unilaterally. 
There may be circumstances where one joint tenant does this with unfair consequences for the other joint tenant, e.g. following a relationship breakdown. In such circumstances BDC may agree to grant the other joint tenant a sole tenancy of the property, or of another vacant property.

Changes to Household

Tenants are responsible for notifying BDC of any changes to their household. This includes people moving in, people moving out, or the number of children in the property.

If a tenant marries or changes their name, BDC will require evidence of this before updating a tenancy record. The following documents would be accepted as evidence: 

• Passport / Driving licence 
• Certificate of marriage, civil partnership 
• Divorce/dissolution
• Confirmation of name change by Deed Poll.

Mutual Exchange 

A mutual exchange is the process through which secure and assured tenants can assign their tenancy to another secure or assured tenant.

A mutual exchange can only take place with the consent of BDC. BDC can only refuse permission for a mutual exchange on specific grounds.

Secure tenants whose tenancy commenced before 1 April 2012 wishing to exchange properties with a tenant holding a flexible or fixed term tenancy are entitled to have their exchange granted through a surrender and re-grant of a new tenancy

BDC encourages the use of mutual exchange for tenants who wish to downsize, upsize or who want to move to another location.

BDC will ensure that tenants who wish to mutually exchange are aware of any implications to their tenancy, such as: any rent changes, any changes between security (i.e. secure or assured status), and any implications on the Right to Buy.

BDC uses the Home Swapper website to allow tenants to advertise their property.

Tenants must ensure that the property they wish to mutual exchange with will not be under or over occupied because of the move. For example, this means:

• Tenants currently in a 3-bedroom home that only have a 1-bedroom need will not be permitted to mutually exchange to a property which has 3 or more bedrooms 
• Tenants currently in a 1-bedroom home that have a 3-bedroom need will not be permitted to mutually exchange to a property with less than 3 bedrooms. 

The applicants must accept the property in its present condition and must carefully inspect the property ahead of agreeing to make the move because they could be responsible for remedying any defects that are discovered after the exchange is completed.

The applicants must accept the property in its present condition and must carefully inspect the property ahead of agreeing to make the move because they could be responsible for remedying any defects that are discovered after the exchange is completed.

The incoming tenant(s) will be required to accept: 

• Responsibility for the previous tenant’s improvements or alteration to the home, be they authorised improvements or not
• Any neglect or abuse caused to the property by the previous tenant(s);
• Any defects hidden at the time of inspection and which would be a tenant responsibility
• Rubbish and household items left by the previous tenant.

BDC will not accept any responsibility for, or costs associated with, remedying any points from the above list.

Providing there are no obvious grounds for refusal on receipt of the application, the property will be inspected by a BDC Housing Officer and/or Technical Officer, using inspection guidelines. Any unauthorised alterations or non-standard/additional fittings will be recorded and may be requested to be returned to original standard, and all problematic alterations will need to be removed or rectified by the tenant prior to the mutual exchange taking place.

This is not a comprehensive inspection, and there may be hidden hazards, alterations or damage not identified during this inspection, however the incoming tenant will still be responsible to rectify issues subsequently discovered.  BDC will fix any health and safety hazards, however these may be at a cost to the outgoing tenant, if these have been caused by improper work which has been done on the property.

Both parties will be expected to arrange a visit each other’s property, and after full acceptance from the Housing Officer, proposed and agree a move date which is acceptable to BDC and any other Social Landlord involved in the process.

Tenancy Sustainment and Tenancy Management 

BDC will work with other statutory and voluntary agencies to provide appropriate advice and guidance for tenants and will make referrals to other relevant agencies as relevant.

BDC has a Money Advice Service to provide guidance and assistance to tenants who may fall into debt or who need advice on accessing welfare benefits, and available grants and support.   As part of its approach to managing cost of living issues, BDC has also developed effective working arrangements/partnerships with local advice groups, including Citizens Advice Bureau, Bassetlaw Community & Voluntary Service, Bassetlaw Food Bank, and Bassetlaw Action Centre.

In addition to this, BDC will consider developing or enhancing its services to meet the needs of its tenants, particularly those who are most vulnerable and in need of support or assistance.

BDC had developed a Garden Assistance Scheme for older and disabled tenants who find difficulty in maintaining their garden area and can assist with the removal of bulky items or rubbish through its Caretaker Service and Waste Management Service.

Tackling Tenancy Fraud

• BDC will act against any tenant found to be committing tenancy fraud. Examples of tenancy fraud include: 
• Unauthorised sub-letting, or occupation solely by someone who is not the registered tenant
• Right to Buy fraud
• Non-occupation by the tenant
• Anyone obtaining a social tenancy fraudulently

BDC’s approach is to comply with the Regulatory Framework and take action to prevent fraud and ensure that our housing stock is only occupied by those with a legal right to be in residence.

BDC will work in partnership with other Council departments and external agencies to tackle reports of fraud and ensure it addresses tenancy fraud in accordance with best practice and relevant legislation, including, but not limited to:

• The Prevention of Social Housing Fraud Act 2013 
• The Fraud Act 2006 
• The Human Rights Act 1998 
• The Data Protection Act 1998 
• The Housing Act 1996/1985 
• The Equality Act 2010
• General Data Protection Regulation 2018.

Where appropriate, BDC will publicise cases of tenancy fraud.

BDC will take enforcement actions to stop tenancy fraud and ensure social housing is being used for its intended purpose.

BDC will continually seek to tackle tenancy fraud by reviewing its policies and procedures and increasing its monitoring of tenancies.

Lodgers and Subletting

Secure tenants have the right to take in lodgers without our consent but must not allow their home to become overcrowded. If they do this, they must notify BDC of any changes to their household composition.

When the tenant ends the tenancy by giving a NTQ, lodging arrangements granted by the tenant end at the same time as the tenancy.

As per the terms of the Tenancy Agreement, tenants are not permitted to sub-let the property without BDC’s written permission. The property must be used as the tenant’s sole or principal home.

Tenants have a legal obligation under the terms of the tenancy to provide BDC with their full name, former address, National Insurance number and date of birth to ensure we do not put employees, contractors or councillors at risk with unknown members of your household.

If a tenant receives any help with housing costs or Council Tax, they are responsible for updating the relevant organisation regarding any changes to their circumstances.

Overcrowding and Under Occupation 

There will be times where a tenant’s home has become too big or too small for their needs. When situations like this arise, BDC will work with the tenant, to discuss the options of transferring via the BDC, choice-based lettings site and also via the mutual exchange site Home Swapper. 

Domestic Abuse 

BDC is a DAHA (Domestic Abuse Housing Accreditation) Accredited Social Housing provider. Please refer to our website for policies and procedures relating to this.

Complaints and Feedback

We try to get things right the first time and when we do, we would love people to let us know. It is great for us to receive positive comments or feedback, so if people wish to complement our staff/service for doing a great job, we would love to hear from them.

If a tenant or customer of the Housing Service feels that things have gone wrong, or they are not satisfied with the service provided, the Council is committed to:

• Dealing with complaints and comments quickly and effectively
• Using complaints, comments and compliments to review and improve our services

When people contact us to tell us they are dissatisfied with the service we have provided, we will offer them the choice to have an informal conversation to see if we can put things right quickly, without the need for a formal investigation. 

The Housing Ombudsman Service advise that a complaint must be defined as: ‘… an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents’. 

Where a tenant considers that the Council has given a poor service or has got something wrong, they may tell a member of staff in the first instance. BDC has a Customer Experience Team that will initially deal with calls relating to dis-satisfaction.

This does not need to be treated as a formal complaint (unless the complainant asks us to do so) and may be resolved ‘there and then’ by way of an apology or plan of action. Any comments provided will be used to take appropriate action or give information. 

If a tenant remains unhappy with the response, they may make a formal complaint, which can escalate from Stage 1 to Stage 2 if they are still not satisfied with the response.  Having been through stages 1 and 2 and they are still not satisfied, the tenant may contact the Housing Ombudsman Service.

BDC’s complaints procedure is detailed on the Bassetlaw District Council Website.

Equality and Diversity

BDC will ensure this Policy is applied fairly and consistently to all customers.  We will not directly or indirectly discriminate against any person or group of people because of their race, religion, gender, marital status, sexual orientation, disability, or any grounds set out in BDC’s Equality and Diversity Policy.  

BDC will ensure it complies with its obligations under the Equality Act 2010 and its Public Sector Equality Duty.

Monitoring Performance

BDC’s Housing Management Team will receive regular reports on the performance against agreed measures and targets relating to this Policy, to ensure that performance targets and progress against them are met.

Policy Review 

This Policy will be reviewed every three years unless there are changes to legislation, regulation, best practice, or business need.

Last Updated on Tuesday, April 28, 2026