Required move support
Guidance if you have to move out of your home while repairs are carried out.
What is a required move?
A required move is if you need to move out because of a problem that needs repairing in your home.
This is normally because of an event, such as a fire, flood, or unplanned major repair.
It can also be for scheduled major works projects, as some repairs can be very disruptive and may involve turning off your water or electricity. This means it is not possible to do the work around you, and it is safer for you to stay somewhere else while we carry out the works.
The required move process is sometimes called a “decant”.
On this page we explain more about the required move process and the ways we can support you.
We will only move you if it’s essential, and will make sure it is safe before you move back in.
We understand that moving out in these situations can be difficult and stressful, but we will do our best to minimise disruption and keep you updated and support you throughout.
How we manage your required move
If you are moving out due to an incident, such as a fire or flood, you will often have to move at short notice. For planned major works, we will give you a date for when we aim to move you.
We will assign you a dedicated case worker, with a direct phone number, to be your contact throughout.
Your required move plan will depend on your individual situation and needs. If your needs change at any point throughout the process, please let us know.
Please be aware if the need to move is because you damaged or neglected your home, we do reserve the right to decline requests for a required move or financial assistance.
There are 4 steps to the required move process:
1. Assessment
Ways we can support you:
Alongside finding you alternative accommodation, we can support you with:
- removals and storage to keep your belongings safe during works
- a daily monetary allowance if you choose to stay with friends and family
- finding your pets somewhere to stay- this could be with you or at a registered boarding kennel/cattery
- financial assistance if your accommodation does not have cooking or laundry facilities
- ensuring your post is redirected for longer temporary moves
- ensuring that the temporary move does not financially disadvantage you e.g. paying for parking, Wifi or travel costs
- providing you with a dedicated point of contact for any questions or concerns you may have
- making referrals to our Tenancy Sustainment Service if you feel you could benefit from additional support
- We will listen to you and do our best to meet your needs.
1. Assessment
The assessment process begins as soon as the surveyor authorises the required move.
Our customer support team will complete a Tenant Assessment form with you to confirm your household’s needs and allowances for cost that we may cover.
If required, we will arrange removals, storage and alternative accommodation based on your needs and your household make up.
We confirm these details by email, so you have all the information in one place.
2. Accommodation
There are various accommodation options we can provide, these are listed below.
Depending on the type of accommodation, we will discuss financial assistance with you.
You can find more information in the FAQ section below.
For all types of accommodation, you will need to:
- Keep receipts for any claims.
- Take good care of the property you are staying in, any damages caused will be your financial responsibility.
- Let us know if your circumstances change.
- Vacate the alternative accommodation on the confirmed date and return home.
3. Ongoing support
You will be appointed a specialist case worker to manage your required move, and provide support throughout.
The case worker will:
- Check in with you regularly, ensuring you have all the support you need
- Share updates with you regarding the works at your home
- Confirm a return date when works are completed and it is safe to return to your home.
4. Returning home
In most cases a Neighbourhood Response Officer (NRO) will be booked to oversee your return home.
We will arrange removals and the return of stored items on an agreed date, where you will need to sign receipt of your items.
Once you have returned home, we will reimburse you for any outstanding expenses.
- Please provide your receipts to the NRO when you move out of the alternative accommodation, or these can be emailed in.
- Your case worker will check eligibility and arrange repayment to you, within 20 working days.
In some cases, you might be able to return home before full works are completed. This is at the surveyor’s discretion, and you will be informed if there is further work to be completed once you are back home.
We will do all we can to support you during the temporary move, please help us by
- Not attending the property without prior permission as this could hold up works and could pose a significant health and safety risk to you
- Taking good care of the temporary accommodation you are in. You will be responsible for paying for any damages It is important that you treat any temporary accommodation as you would your own home
- Keeping your receipts to claim for cost allowances
- Letting us know if your circumstances change during the temporary move, so we can update the initial assessment we completed with you, to provide the best support.
