Housing Policies
Housing Management: Our Policies and Procedures
Lancashire Mind provides supported housing services across Lancashire, working in partnership with a range of social and private landlords.
As a managing agent, we are responsible for the day-to-day management of our housing services, helping tenants maintain their tenancies and ensuring they have access to safe, suitable and well-managed accommodation.
We are committed to providing a fair, transparent and consistent housing management service that respects tenants’ rights, promotes independence and responds to individual needs.
The following summaries explain our approach to key areas of housing management, including allocations and lettings, tenancy management, repairs and maintenance, rent and service charges, anti-social behaviour and tenant involvement.
These summaries are designed to help tenants understand what they can expect from Lancashire Mind and their responsibilities as tenants.
Contact Us and Further Information
Housing enquiries
If you have any questions about your tenancy, our housing services or the policies outlined in this document, please contact your Housing Officer.
Accessible information
We want everyone to be able to access and understand information about our housing services. If you need information in a different format, such as large print, Easy Read or another language, or need help understanding any of our policies, please speak to your Housing Officer.
Reporting repairs
You can report repairs directly to your Housing Officer or, where appropriate, to your landlord.
For emergency repairs outside normal working hours, please use the out-of-hours emergency repairs telephone number provided for your accommodation.
Complaints and feedback
We welcome feedback about our housing services and are committed to addressing concerns fairly and promptly.
If you are unhappy with any aspect of our service, you can speak to your Housing Officer or make a formal complaint through Lancashire Mind’s Compliments, Comments and Complaints procedure.
Email: complaints@lancashiremind.org.uk
Telephone: 01257 231660
Allocations and lettings
Who can apply?
Our accommodation is for people referred through professional organisations, including health and social care services. Applicants must meet our eligibility criteria, including having an enduring mental health condition and the right to rent in the UK. We do not operate a waiting list.
How do we decide?
We assess referrals and suitability for available accommodation, taking account of housing need, risks, affordability and whether the accommodation is appropriate. We may refuse a referral and will explain the reasons to the referrer. Offers are based on priority need and suitability.
What happens if you are offered a home?
We explain the accommodation, charges and agreement before you move in. Single-occupancy accommodation is offered under a tenancy agreement; shared accommodation is offered under a licence agreement. Our supported housing is intended to help people move towards more independent living.
If you disagree
Applicants can challenge a decision using Lancashire Mind’s complaints procedure and can ask for information about their application, subject to data protection requirements.
Tenancy management
Your agreement
We manage single-occupancy homes through tenancy agreements and shared homes through licence agreements. Your agreement sets out your rights and responsibilities.
Changes during your stay
If your circumstances change and you need an amendment to your agreement, tell your Housing Officer. We consider requests fairly, taking account of legal requirements and individual circumstances.
If you need to move temporarily
Sometimes a temporary move is needed so work can be carried out safely, or to manage risks in shared housing. We will discuss the arrangements and relevant assistance with you.
Keeping homes properly occupied
We investigate suspected abandonment, unauthorised occupation and tenancy fraud, and follow appropriate legal processes. We will not treat an unexplained absence as automatic proof that you have left.
Ending your agreement
You can end your tenancy or licence by giving the notice required under your agreement. If Lancashire Mind seeks to end an agreement, we will follow the applicable legal process. We handle bereavement and questions about succession sensitively, in accordance with the type of agreement and the law.
Anti-social behaviour, nuisance and hate crime
Our approach
Everyone should be able to feel safe at home. We take reports of anti-social behaviour, harassment and hate incidents seriously, while recognising that neighbours may have different lifestyles and needs.
What can you report?
Examples include threats or violence, repeated abuse, harassment and property damage. Some lower-level disputes, such as everyday noise or parking disagreements, may be treated as nuisance rather than anti-social behaviour. We assess each situation on its facts.
What happens after a report?
Your Housing Officer will consider the impact, frequency, evidence and any risks or vulnerabilities. We may ask for an incident diary, speak with those involved, offer mediation, issue warnings, work with other agencies or consider legal action when justified.
Hate incidents
We respond promptly and sensitively to reported hate incidents and hate crimes. Under our policy, these are treated as anti-social behaviour and reported to the police.
If you are unhappy
You can raise concerns about our response through our complaints process. If a crime is taking place or anyone is in immediate danger, contact the police.
Rent and service charges
Who sets the rent?
Lancashire Mind manages homes on behalf of different landlords. The landlord sets the rent. We aim to ensure charges offer value for money and are affordable.
When do charges change?
We review rents and service charges annually. Rent changes normally take effect on the first Monday in April. We will give at least four weeks’ written notice of changes to rent or service charges.
What do service charges cover?
Depending on the property, service charges may include furnishings, maintenance, insurance for specified items, refuse services, safety checks, intensive housing management and, in shared homes, communal utilities and cleaning. The charges relevant to you are explained in your own paperwork.
Questions about charges
Ask your Housing Officer if you need help understanding what you pay or why a charge has changed.
Housing income management
Paying what you owe
Housing Benefit normally pays our tenants’ rent. Some residents, particularly in shared homes, must also pay licence charges for costs such as utilities and council tax. We explain these charges, payment options and payment dates when you move in.
If you fall behind
Please tell your Housing Officer as early as possible. We will explain the amount owed and contact you to discuss the problem. Where delays are caused by Housing Benefit administration, we normally follow these up with the council.
Help with money difficulties
We consider your circumstances, discuss benefits and budgeting, and can signpost you to independent specialist debt advice. Where appropriate, we will seek an affordable repayment arrangement based on your income and outgoings.
What if arrears continue?
We use reminders and formal letters, and may consider further action if payments are not made. Eviction is a last resort, and any action must follow the applicable legal process. You can ask for your account balance and for information in an accessible format.
Repairs and maintenance
Who is responsible?
The property owner normally retains responsibility for structural repairs and legal safety requirements. Lancashire Mind helps report, track and escalate repairs under its management agreement with the landlord.
How to report a repair
You can report repairs to the landlord directly or through your Housing Officer, Lancashire Mind office or relevant out-of-hours arrangements. If you contact the landlord yourself, please tell your Housing Officer so we can track any outstanding work.
If a repair is delayed
We monitor reported repairs and escalate significant delays or ongoing safety concerns to the landlord. Tell us promptly about damp, mould, disrepair or any issue that could affect your health or safety.
Your responsibilities
Please take reasonable care of your home and report problems promptly. You may be charged for deliberate damage, misuse or neglect, but not for ordinary wear and tear or repairs that are the landlord’s responsibility. We will explain any proposed charge in writing and give you an opportunity to discuss or dispute it.
Safety and belongings
Our Housing Officers carry out weekly safety checks, while landlords arrange their required statutory inspections. You are responsible for arranging insurance for your own personal belongings.
Minor optional works: For small jobs outside the landlord’s responsibilities, we may suggest an independent handyman. You would arrange and pay for this service directly. In some circumstances, Lancashire Mind may fund minor work within its remit, subject to available budget.
Influence and participation
Your views matter
We want people who use Lancashire Mind services, including housing residents, to help shape how services are planned and improved.
Ways to get involved
You can share feedback through surveys, meetings, focus groups and consultations. Lancashire Mind also offers wider opportunities through lived-experience groups, recruitment involvement and events.
You choose how to take part
We aim to make participation welcoming, safe and accessible. Depending on the activity, you may be able to contribute in writing, verbally, one-to-one or in a group. We will explain why we are asking for feedback and how it will be used.
Feedback and complaints
You can share views directly with staff. If you want to make a formal complaint, we can explain how to use our complaints, comments and compliments procedure.
