Temporary Rehousing of Customers Policy

2. Scope

2.1 The purpose of this policy is to give guidance around the circumstances in which a temporary or permanent decant may be required and how this will be managed by B3Living.

2.2 This policy relates to B3Living customers where B3Living has agreed to rehouse:

► On a permanent basis for neighbourhood regeneration to take place.

► On a temporary basis in order for B3Living to carry out substantial works to the property and where it has been agreed that the property would be unfit for overnight occupation during works.

2.3 This policy also applies to owner occupiers whose homes are being purchased voluntarily or by compulsory purchase by B3Living, in order to progress neighbourhood regeneration.

3. Aims and objectives

3.1 The aims of this policy for households decanting both temporarily and permanently are:

► To provide choice to customers; To ensure decants operate in a fair, equitable and reasonable manner.

► To deliver simple but effective consultation and feedback when decanting households at the earliest opportunity and throughout the process.

► To enable decants to be carried out in a way which minimises the disturbance to households.

► To establish a basis for making offers of support, both financial and practical, to households obliged to decant.

► To enable B3Living to make best use of stock through timely access for refurbishment work or where a decision has been made for demolition

4. Types of Decants

4.1 A decant is where a customer is required to move from their permanent home into alternative accommodation. The reasons for the move will generally be because of major repair works (sometimes due to unexpected damage) disposal or redevelopment of their home. Decants may involve anything from moving a single household, to managing a program of decants across many properties.

4.2 The types of decants and their circumstances are detailed below

4.3 Emergency Decant Where there is an immediate health and safety risk to a customer remaining in their home, and the risk cannot be immediately mitigated B3Living will implement an emergency decant. Examples of situations where properties may become inhabitable are fire, flood, serious gas or electrical fault or damp and mould.

4.4. B3Living will liaise with the relevant local authority to fulfil any duty to homelessness that the customer may be owed under homelessness legislation or consider the following options: such as staying with friends /relatives or staying in temporary accommodation such as a B&B or hotel at B3Living’s expense.

4.5 The customer will continue to pay for their main tenancy and B3Living will cover the rental loss/costs of the temporary accommodation. Where a customer is in receipt of housing benefit or the housing element of Universal Credit, B3Living will support them to update their circumstances.

4.6 Temporary Decant: A temporary decant is usually a planned move for the customer to reside at alternative accommodation whilst work is carried out in their home. The customer is decanted for a set period of time, with the intention for them to return to their home on completion of the works. Where a temporary decant is for a short period of time, B3Living will consider the following options: staying with friends/ relatives or staying in temporary accommodation such as a B&B or hotel at B3Living’s expense.

4.7 Where a temporary decant is planned for a longer period of time, it is preferable that a suitable alternative property will be offered as a direct let and the customer will be asked to sign a license agreement for the temporary accommodation.

4.8 The customer will continue to pay for their main tenancy with B3Living covering the rental loss/costs of the temporary accommodation. Where a customer is in receipt of housing benefit or the housing element of Universal Credit, we will support them to update their claim with this information.

4.9 In circumstances where no suitable alternative property is available within the B3Living stock, we may consider a short-term let/rental of a suitable property in the required location using the following options:

► provision through the local authority or alternative housing provider

► private let accommodation

4.10 In the event that the customer refuses to return to their permanent accommodation, legal action will be taken.

4.11 There may be occasions when a temporary decant becomes a permanent move, for example when the scale of the works becomes so great that we consider full renovation, demolition or disposal of the property.

4.12 The customer may also request to remain at the temporary accommodation on a permanent basis. In such circumstances, the permanent move will be considered in line with B3Livings allocations policies and procedures.

4.13 Permanent decant Where B3Living has identified a property for disposal, demolition, or major refurbishment that alters the use of the property, a permanent decant will be required.

4.14 B3Living Home Loss and Disturbance Policy should be referred to for more details on our responsibilities and procedures under these circumstances

4.15 Homeowners; Where major works, renovations, and/or refurbishments are being considered, B3Living will consult with shared owners and leaseholders both informally and formally under Section 20 of the Landlord and Tenant Act 1985 as amended by the Commonhold and Leasehold Reform Act 2002.

4.16 Where a homeowner is affected, such works cannot begin until a solution has been negotiated that is acceptable to both parties.

4.17 B3Living has no automatic right to decant homeowners, any decanting and compensation paid must be through negotiation. If such situation arises B3living will consult homeowners at the earliest opportunity and strive to seek the most equitable solution.

4.18 It is possible in some cases that B3Living may have the right to decant a homeowner for emergencies ‘Right to shelter’ or to enable major works to be carried out under the terms of their individual lease.

4.19 B3Living may consider the following options: it is important to note these options may vary for Shared Owners and Leaseholders

► a move to temporary alternative accommodation, such as a staying with friends or family, a B&B or hotel

► a short-term tenancy in the case of emergencies or protracted major works

► purchasing the customer’s home through our buy back scheme. If the buyback scheme is not applicable, B3Living will explore open market purchase where demolition is planned or protracted major works

► Offer of a new home where demolition is planned for redevelopment and a suitable property is planned within the new development

4.20 If B3Living’s ability to carry out major works is delayed or stalled because we have not been able to secure possession of freehold properties or negotiate a way forward, we may have to seek legal advice on the way forward if a resolution cannot be found that is mutually acceptable within a reasonable timeframe

4.21 Where a homeowner has let their property to a third party, B3Living will only liaise directly with the homeowner and not with the occupier. It is the responsibility of the homeowner to communicate any relevant information to their tenant.

5. Decant Procedure

5.1 Damage to the affected property(s) will be assessed within one working day by a surveyor, so that a decision can be made regarding the complexity of the repairs, the likely length of time the repairs will take, whether this requires involvement from B3Living’s insurer, or whether the repairs can be carried out by our inhouse repairs team

5.2 Where their property is considered uninhabitable or cannot be repaired with customers in situ, the Property Services Surveyor will submit the decant authorisation form (Appendix A) to Heads of Service and complete the Decant checklist (Appendix B)

5.3 Customers will be advised that damage to the property will be repaired by B3Living, whilst damage to their possessions must be claimed for under their content’s insurance.

5.4 Repairs to be carried out by the DLO: Where the works are to be carried out by our in-house repairs team (DLO), the Property Services Surveyor will liaise with the customer regularly and keep them updated of the progress of works to their home.

5.5 The Property Services Surveyor will speak to the customer to ascertain where is the most suitable place for them to stay whilst the repairs to their home are completed. They will also work with the Voids and Lettings team to see whether there is a void property or other accommodation (such as accommodation in a supported housing scheme) which would be suitable for use as a decant property for the customer. If there is not, the customer will need to remain with friends or family, or in a hotel provided by B3Living. Any hotel accommodation will need to be extended regularly to cover the duration of the decant.

5.6 The Operational Support Team can manage Hotel bookings but will need to be kept informed of the duration of the decant and if any hotel extension is required.

5.7 The Property Services Surveyor will also establish how frequently the customer would like to be contacted with an update and will regularly set up these calls, which should be at least once a week

5.8 Repairs to be carried out by B3Living’s insurer: Where the works are to be carried out by B3Living’s insurer, a loss adjuster will be contacted by the Health and Safety Compliance Manager / facilities assistant, and they will attend within 5 working days to assess the level of damage.

5.9 The Neighbourhood Advisor for the property will act as a single point of contact for the customer, receiving weekly updates from the Facilities team and relaying these to the customer. They will also establish with the customer the frequency with which they would like to be contacted with an update, and this should be at least once a week.

5.10 The Neighbourhood Advisor will work with the Voids and Lettings team to see whether there is a void property or other accommodation (such as accommodation in a supported housing scheme) which would be suitable for use as a decant property for the customer. If there is not, the customer will need to remain with friends or family, or in a hotel provided by B3Living. Any hotel accommodation will need to be extended regularly to cover the duration of the decant.

5.11 The Operational Support Team can manage Hotel bookings but will need to be kept informed of the duration of the decant and if any hotel extension is required.

5.12 Alternatively, B3Living has an agreement with ICAB (Insurance Claims Accommodation Bureau), who can source short- and long-term accommodation in an area of the customer’s choosing and will liaise directly with the customer to arrange this.

5.13 Permanent Decants; in some circumstances it may be appropriate to agree for a customer to be permanently decanted whilst a lengthy repair is carried out to their home. In this instance, the Housing Manager will liaise with Head of Housing at the Local Authority to discuss a permanent decant. The customer will need to be registered with the Local Authority on the transfer list in order for an offer to be made

5.14 The Local Authority, in conjunction with B3Living, will prioritise the customer for an appropriate property when one becomes available. A new property will be offered on a like-for-like basis and under a ‘one offer only’ policy. However, if there is a significant change in the customer’s circumstances during the decant period, such as a change in medical needs or the requirement for a reasonable adjustment, B3Living will review the situation in consultation with the Local Authority. Where appropriate, the original property offer may be reconsidered to ensure the customer’s housing needs are adequately met.

5.15 In the event of a decant, whether emergency, temporary or planned, the finance team should be notified at the earliest opportunity. This notification is required to assess and manage any potential rent loss associated with the decant. The decant authorised form can be sent to financeemail@b3living.org.uk to ensure accurate financial forecasting and appropriate budgetary adjustments.

6. Power to Decant

6.1 Where a customer declines an offer of suitable accommodation and their refusal:

► has health and safety implications for the customer and/or their family and/or other residents

► delays the start of planned or unplanned major repair works, refurbishment, or approved redevelopment.

6.2 B3Living has the ability to instigate legal proceedings to obtain a court order requiring the customer to move from their property.

7. Meal Allowances

7.1 Where a customer is decanted into short term temporary accommodation that has less facilities than their current home, e.g. a hotel, bed and breakfast, customers will also be offered a meal allowance payment up to £20/day per household member (provided they are listed on QLx as a household member) to pay for meals whilst they are away from their home.

7.2 A meal allowance will only apply where a household is staying in a hotel or other accommodation which doesn’t have a suitable kitchen or appliances, therefore preventing them from preparing meals as they would at home.

7.3 If a meal allowance is payable, a Payment Request Form will need to be completed and sent to Finance on a weekly basis so that payment can be made via a BACS transfer

8. Discretionary Compensation and Disturbance payments

8.1 A disturbance allowance is provided to compensate a customer for reasonable costs incurred due to their displacement. This allowance typically covers expenses associated with the decant up to a maximum of £1,500. Any costs exceeding this amount will require prior approval from the Operational Director

8.2 Due to the inconvenience, B3Living will endeavour to make the decant as stress free as possible, Examples of costs considered for discretionary compensation would be:

► arrange and pay for removals and storage of personal items (vulnerable customers can also claim for packing of belongings)

► Decorative costs such as painting and flooring

► re-provision or refitting of disability aids and adaptations

► Provide curtains and white goods

8.3 Customers responsibilities during the decant are:

► Organise disconnection and reconnections of utilities

► Content insurance claims

► Telephone / Internet connections

► Customers should retain all receipts if they require reimbursement from B3Living for additional costs incurred. Receipts must be provided and be reasonable.

8.4 Where a claim for payment is made by a Customer, agreement must be obtained from B3Living before the Customer incurs any costs. B3Living may also decide to obtain an independent quotation to ensure value for money.

9. Home Loss

9.1 General Needs: Home loss payments will be made to customers who have lived in their property for a minimum of twelve months and are required to move home permanently. 

9.2 Homeowners: Where a property requires demolition or extensive major works, B3Living will consider purchasing the property through its Buy Back Scheme or on the open market, in addition to providing the applicable home loss payment

9.3 Refer to B3Living Home Loss and Disturbance Policy for more information on our responsibilities and procedures.

10. Equity, diversity and inclusion

10.1 This policy will be applied equally and in the same way to all customers, regardless of any protected characteristics.

10.2 An initial equality impact assessment has been completed, and no overall adverse impacts have been identified. A full equality impact assessment is not required

11. Vulnerabilities

11.1 There will be occasions when we will be dealing with vulnerable customers. This could be for example because of their age, mental capacity or physical disability. In such cases a formal impact assessment should be completed setting out the risks to the customer of them remaining or moving home. Sometimes this will require professional input from statutory or voluntary bodies to ensure the appropriate level of advice and support is provided to the customer.

11.2 Elderly and vulnerable customers will be helped with packing, unpacking, and purchasing relevant items on their behalf (e.g. carpets or curtains) using approved suppliers

11.3 For vulnerable customers, we will ensure that there is regular settling in visits to the customer at their decant address or when returning home to make sure that the customer has settled after the move and that any concerns are addressed.

12. Data protection and information security

12.1 Data regarding customers in need of a temporary move will only be shared with external partners where necessary, and in line with GDPR

13. Customer Voice & Consultations

13.1 Customers’ views on where they wish to be temporarily moved and into what type of accommodation will be taken into consideration when offering alternative accommodation.

13.2 Continuous customer feedback has been obtained during decant processes and is reflected within customer FAQs which is shared during the decant process. Appendix C

13.3 B3Living commits to enter consultation with customers regarding potential decants at the earliest possible stage. However, this may not always be achievable, particularly where emergency decants are required.

13.4 The consultation may include drop-in sessions, community meetings, and/or one to one appointments to assess the customer’s needs and ensure they are fully informed of our proposals

14. Compliance

► Housing Act 1985 &1988

► The Home loss (Prescribed Amounts) (England) Regulations

► Land Compensation Act 1973

► Planning and Compensation Act 1991

► Equality Act 2010

15. Health and safety considerations

15.1 The safety and wellbeing of customers, staff, and contractors will be a top priority during all stages of the decant.

15.2 Potential risks associated with moving or temporary accommodation will be assessed and managed to ensure a safe environment for everyone involved.

15.3 Customers will be kept informed of any health and safety considerations relevant to their decant, including safe access to their property or storage to access belongings if possible.

15.4 Additional support will be considered for customers with specific needs, such as those with health conditions, disabilities, or other vulnerabilities.

15.5 B3Living will work with relevant partners and service providers to ensure that all aspects of the decant process are carried out safely and responsibly.

16. Linked policies, procedures and guidance

16.1 This policy should be read in conjunction with the following documents, which provide further detail and guidance on related processes and responsibilities: 

► Home Loss and Disturbance Policy
► Allocations Policy
► Tenancy Management Policy
► Home Loss and Disturbance Policy
► Safeguarding Policy
► Repairs and Maintenance Policy
► Personalised and Inclusive Services Policy

17. Responsibilities

17.1 B3Living is responsible for developing clear, accessible, and easy-to-follow guidance to ensure all colleagues understand their roles and responsibilities in relation to the decant process.

17.2 All colleagues will receive training appropriate to their role to ensure they are equipped to support customers effectively and in line with this policy.

17.3 People Managers are responsible for ensuring compliance with this policy through regular supervision, support, and oversight of their teams.

17.4 If a colleague identifies an issue or concern related to the decant process, such as delays, customer dissatisfaction, or non-compliance with policy, they should raise it with their line manager in the first instance.

17.5 If the issue cannot be resolved at line management level, it should be escalated to the relevant Head of Service or Operational Director for further investigation and resolution.

17.6 In cases where urgent action is required, such as health and safety risks or safeguarding concerns, colleagues must escalate the matter immediately in line with B3Living’s internal reporting procedures.