Decants Procedure

1. Purpose

1.1.  This procedure sets out how we support customers who have to move from their home, either on a temporary or permanent bases to allow works or development of their home.

1.2. We recognise the stress and anxiety of having to move from your home and are committed to minimising the impact upon the customer and their family.  We especially recognise the impact on vulnerable customers and those with individual needs and will ensure they are supported throughout the decant and their subsequent return home.

1.3. This procedure document  provides guidance on managing both temporary and permanent decants and should be used in conjunction with the Home Loss and Disturbance Allowance Policy. 

1.4. This process applies to customers in a rented home owned by mhs and Heart of Medway including; foyers, social rent, private rent and supported housing.

1.5. Properties managed by mhs are not covered by this policy unless agreed by a Director

2. Introduction

2.1. At times it may be necessary to move customers from their homes due to their property being affected by redevelopment, regeneration, substantial alterations, major works or insurance works.

2.2. In cases where the customer will return to their home once the works are completed the move will be a ‘Temporary Decant’. In these cases we will meet any reasonable out of pocket expenses (disturbance payment - Section 5 below), provided the works are not due to actions of the customer. 

2.3. For redevelopment, regeneration, substantial alterations, and major works (which were not the result of action by the customer), we may have to rehouse a customer on a permanent basis. These are termed ‘Permanent Decants'

2.4 Customers required to move for redevelopment and regeneration may be entitled to a Home Loss and/or disturbance payment in recognition of the personal distress and inconvenience suffered (Section 6 below). Only Assured/Secured and Protected customers are legally entitled to Home Loss payments, under the legislation. Assured Short hold (Starter/Private Rent) will be entitled to claim Disturbance Payments.

2.5.  When considering whether to offer a permanent or temporary decant we will consider both the scale of works and the needs of the customer.  For vulnerable customers who will struggle with the upheaval of a temporary decant we will consider offering a permanent move even though the scale of works may not warrant this.

2.6. For customers living in properties managed by mhs homes on behalf of another provider we will always approach the other provider to arrange the decant.  

3. Short term temporary decant (family or hotel)

3.1. In some cases we may need to decant a customer for a short period of time to enable us to undertake repair works. Short term decants are less than four weeks following which the customer will return to their home.

3.2.Customers will be offered a stipend of £50 per day to move in with family or friends for the duration of the works.   Should it not be possible for the customer to move in with family we will consider options within our own estate, such as guest rooms in our Supported Schemes.

3.3  Where we can't provide accommodation within our own estate we will consider hotel or self-catering accommodation. 

3.3. Short term accommodation can be arranged by contacting Insurance Claims Accommodation Bureau (ICAB) by completing Instruction form attached at Appendix 2 and emailing to [email protected]

3.4. Alternativity hotel accommodation can be arranged through Travelodge and should be booked via the Travelodge Business account as this affords us the ability to pre-pay for bed and breakfast on account.

3.5. Temporary decants to hotels should last no more than four weeks.  If the works are expected to take longer, the customer should be moved to a void property at the earliest opportunity. 

3.6. For short term temporary decants, we will look to provide accommodation suitable to the family needs.  Wherever possible we will ensure families with children are moved to self-catering accommodation at the earliest opportunity and that adult family members will be offered separate rooms.  

3.7. Should we need to move a customer urgently at short notice we may have to place them temporarily in accommodation that does not meet that listed in 3.6 above.  In this situation we will look to move them within five days to more suitable residence. 

4. Long term temporary decant (alternative property)

4.1. Temporary decants may last up to six-months (and extreme cases up to 12 months). If works are likely to take longer, the case should be discussed with the Director of Customer Services and a permanent decant considered. 

4.2. Hotel accommodation should not exceed four weeks, therefore customers required to leave their property for longer should be offered a move to an alternative void property.   In these cases we will ensure the property is furnished and has suitable flooring for their stay.

4.3. The move is temporary and only lasts as long as it takes to complete the works. A rent free ‘license to occupy’ (Open Housing Ad hoc Docs) for the temporary accommodation will be granted while continuing the tenancy of the original property (this may not be appropriate for all temporary moves). Customers continue to be liable for the rent on their original property as the “license to occupy” is zero rented.

4.4. The move will not affect any outstanding transfer request or payment arrangements on the customers principal property.

4.5. The customer will remain liable for Council Tax at their original property. We will pay for the utilities on the original property, whilst the customer pays for utility costs at the temporary property.

5. Disturbance payments

5.1. When a customer needs to be re housed either on a temporary or permanent basis, we will consider making a payment to compensate them for the disturbance.  Payments are variable to ensure that the customer is not out of pocket but will not exceed £2,500.

5.2. The following expenses will generally be considered for short term temporary decants:

  • Travel costs including taxis if required

  • Food if no cooking facilities are provided

  • Laundry

  • Internet access

  • Pet costs including boarding costs if the pet is unable to remain with the customer

  • Decoration costs if required when returned home (and help to decorate if individual needs require it)

5.3. The following expenses will generally be considered for permanent decants.

  • Removal expenses (removals to be arranged by mhs homes, using our preferred contractor) If the customer is vulnerable, we will arrange for the removal company to provide a packing service.

  • Disconnection and reconnection of domestic appliances such as cooker, washing machine, telephone, broadband, television aerial / satellite dish.  Where a person is leaving a property with built in appliances we will pay for replacements, also if a customer is leaving supported accommodation with communal washing machines, we will look to provide a washing machine out of the £2,500 disturbance payment.

  • Redirection of mail (for the duration of the temp decant or up to three months for permanent moves)

  • Cost of altering existing or purchasing new carpets and curtains (and refitting of rails, blinds). mhs homes will not pay disturbance for carpets and curtains if there are new or good condition floor coverings and curtains in the new property, or the carpets and curtains in the old property can be adapted to fit the new property.

  • Refitting security alarms or other security equipment

  • Adaptations required for a disabled customer such as handrails

5.4. All works will be arranged and carried out by mhs homes directly or through our approved contractors.  If the customer wishes to arrange their own works, payment will only be made on the production of valid receipts.

5.5. Disturbance allowance will generally be paid directly to the service providers up to the value of £2500.  However, for customers who are facing additional out of pocket expenses such as for food, taxis, laundry etc will make a cash payment (via BACs).

5.6. The customer will not be entitled to any funds remaining from the £2500 disturbance allowance.

6. Home Loss Payment

6.1. The Home Loss payment (Prescribed Amounts) (England) Regulations 2015 sets out the amount of compensation payable when a customer loses the right to rent their home. The Home Loss Payment is set by law (mandatory) and periodically revised; visit https://www.legislation.gov.uk/uksi/2022/793/made  

6.2. To qualify for a mandatory Home Loss Payment the move must be due to the property undergoing substantial alteration, redevelopment or demolition and:

  • The customer must have lived at the property for at least 12 months before the moving date - if they’ve lived there under 12 months, they may be entitled to a discretionary payment which will be agreed on a pro rata basis.

  • The move must be permanent.

6.3. Only one Home Loss payment is made per property irrespective of whether it is an individual or joint tenancy. 

6.4. Where a customer is in rent arrears, we will offset the outstanding amount from the compensation prior to its payment.

6.5. Home Loss payments will usually only be made by cheque or direct bank transfer and only to the person(s) named on the tenancy agreement. They can only be paid after the move has taken place and this will be made within three months of receipt of claims or the date of displacement, whichever is latest.       

6.6. In addition to the homeless payment the customer may also be eligible for a Disturbance Payment as detailed in Section 5 above.

7. Procedure

7.1. Requests to decant a customer will usually come from Asset Management, Repairs or Development, but any department can request a decant.

7.2. All requests must be made using the Decant Request Form.   whiich must be signed by the Assistant Director or Director of the service requesting the move.

7.3. Section 1 & 2 of the form should be completed by the department requesting the decant. They must provide:

  • Comprehensive reasoning as to why the decant is necessary and why works can't be undertaken with the customer in-situ.

  • Whether the works require the customer to move temporarily and if so for how long, or if a  permanent move is required

  • Requested start date for the decant and projected end date.

  • Information about any individual needs or vulnerabilities within the household and how these may be impacted by a move.  This will be ascertained by reviewing the information held on One and following a conversation with the customer.  

  • Urgency of works - can the customer remain in the property whilst alternative accommodation is found, if so for how long can they remain.

  • Scope of works to be undertaken and timeline

  • Name of contractor undertaking the works and timescales.

  • Name of person responsible for project managing the works - this is the ‘Responsible Person’ and will retain responsibility ensuring the decant meets the timelines, coordinating works, and providing regular updates to the Neighbourhood Officer who will be the main contact with the customer.

7.4 The form is then be passed to the relevant Director or Assistant Director to assess and approve. Approval should only be given if the applicant clearly demonstrates the need to move and the period of decant is acceptable.

7.5 Upon approval the form is passed to the Neighbourhood team where the Neighbourhood Assistant will:

  • Update the decant tracker, 

  • Save signed form to EDM

  • Open and update Case Management in One

  • Assign to the Neighbourhood Officer who will act as the lead contact to the customer

  • Add weekly reminders to both the Responsible Person and Neighbourhood Officers calendars to provide updates to the customer. 

  • Add a reminder in the Responsible Person Calendar five days before the decant is due to end to confirm work is on schedule and to instruct the Neighbourhood officer to prepare the customer for their return home.

7.6. Temporary decants.

7.6.1 Neighbourhood Officer will contact the customer to discuss their options and requirements, they will check the information we hold about vulnerabilities and individual needs are correct and any other considerations that may have a bearing on the decant. 

a) If moving in with their family or friends they will agree a £50 per day expenses payment.

b) if moving to a void property or guestroom at supported, they will agree timescales, removals and furnishings etc.

c) if moving to hotel accommodation they will book either through ICAB or directly with Travelodge. 

7.6.2. For hotel accommodation breakfast and dinner should be included (up to a maximum of £25 per person per day), plus any additional charges for pets, Wi-Fi and parking.

7.6.3. The responsible person who is managing the works retains responsibility for keeping the Neighbourhood Officer updated, who in turn will update the customer.  The Neighbourhood Assistant will have added reminders to both the responsible person and neighbourhood officers' calendar to remind them update the customer every week, and five days before the decant is due to end should the temporary accommodation need to be extended or ended.   

7.6.4 . In some cases, for example fires and floods or decants arranged out of hours it may not be possible to say how long the decant will be for.  In these cases, hotel accommodation will be arranged for an initial five day stay.  By the end of this period the Responsible Person must update the application form to notify the Neighbourhood Team how long they will require to complete the works.   At this stage the decant may be changed to permanent (with agreement of Director for Customer Services) or alternative longer-term temporary accommodation may be sort e.g. serviced apartments, void property etc

7.7. Extending a Temporary Decant

7.7.1 In order for a temporary decant to be extended the Responsible Person will be required to resubmit the Decant Application form for sign-off by their Director/AD. 

7.7.2 They must clearly state the reason why the decant needs to be extended, progress to date and how long the extension is required for. They must confirm they have discussed this with the customer and taken any individual needs into account.  

7.7.3 Should the extension be requested due to lack of progress by a contractor, they must state what measures they are taking to ensure the contractor meets their obligation to complete works on time.

7.7.4.  On sign off by the Director/AD the form is passed back to Neighbourhood Services where the Assistant will update the tracker and inform the neighbourhood officer to make good on the request to extend.

7.7.5.  If the customer is staying with family or friends, the neighbourhood officer will contact to discuss extending their stay with them and continue the stipend payment. If in hotel or other accommodation the neighbourhood officer will first look to extend directly with the hotel (to save ICAB costs), if this isn't possible, they will extend through ICAB.

7.7.6. When extending a temporary decant the Neighbourhood Officer will always check the suitability of the accommodation being provided to ensure it still meets the customer's needs.

7.7.7 The Neighbourhood Officer will keep the customer updated and informed throughout and will act as an advocate to support them.

7.8 Permanent decants

7.8.1 Before any offer of a permanent move is made, the form must also be signed by the Director for Customer Services.

7.8.2. Upon approval by the Director for Customer Services, Landlord Services/Supported living will contact the customer to discuss their requirement i.e., type of property required, individual needs/vulnerabilites and locations.  They will then complete Section 3 of the application form and pass to a Home Moves Manager to set up the application on One.

7.8.3 Lettings will then identify any suitable properties and make the initial offer to the customer.  Note, Lettings will not remove properties from Home Choice once they’ve been advertised unless authorised to do so by the Director Customer Services.

7.8.4. For customers in Supported Accommodation the Support Officer will also attend any viewings as will the Neighbourhood Officer for General Needs.

7.8.5. Upon accepting a property Lettings will notify the Neighbourhood Officer managing the case to arrange quotes for removals, carpets etc.

7.8.6. The Neighbourhood Officer will also support the customer to make an application to Home Choice so they can bid on other providers properties. Customer who are being permanently displaced due to redevelopment will be awarded a Band A on Home Choice.

7.9. Once the decant is arranged the Neighbourhood Officer will inform the Responsible Person of the dates so they can schedule works

8. Individual Needs

8.1 If the customer has individual needs that mean they’d struggle with a temporary decant the Responsible Person or the Neighbourhood Officer may request a permanent move instead.  The request will be considered by the Director for Customer Services.

8.2. As per our Individual Needs Policy we will always respect our customers preferred method of communication, for example should a customer prefer written notification we will ensure all correspondence is in a written format of their preference.  

8.3. We will ensure any alternative temporary or permanent accommodation meets the customer and their families individual needs.  Where necessary we will look to install any aids and adaptations as required for their stay. We will also undertake a Person Centred Risk Assessment and refer to other agencies to check if a property is suitable.

8.4. Should the customer require help with moving we will support them to do so.  This may include a packing and removal service if their individual needs require this.

9. Communications

9.1 Upon sign off of the Decant Request Form by the relevant Director/AD the Neighborhood Assistant will add the details to the Decant Tracker.  Any extensions will also be recorded on the tracker.

9.2. The Assistant will ensure all forms are saved to EDM and a Case Management opened in One Housing

9.3 The Neighbourhood Officer must maintain contact with the customer weekly to check in with the customer to:

  • See how they are coping

  • Provide a progress update.

  • ensure their accommodation is meeting their needs

  • consider any individual needs that may arise

  • ensure the customer has the opportunity to collect items/post from their home

  • discuss any potential delays

  • Support to make a claim against insurance.

9.4. Customers in hotel or other short term temporary accommodation will be visited by the Neighbourhood Officer every other week.  Customers in a void properties will be visited monthly.

9.5. Five days before the works are due to complete the responsible person will contact the customer to start discussing moving back home.  They will consider any support needs, transport arrangements and requirements such as running dehumidifiers or temp heating arrangements.

9.6 Upon conclusion of works the responsible person will sign off the property as completed and fit for return.  Only then will the customer be moved back.

9.7. The Neighbourhood Officer will contact the customer within five days of them returning home to check everything is OK.

9.8. Following each communication Case Management on One will be updated.

10. Monitoring and Reporting

10.1 Upon sign off of the Decant Request Form by the relevant Director/AD the Neighborhood Assistant will add the details to the Decant Tracker.  Any extensions will also be recorded on the tracker.

10.2. The Assistant will ensure all forms are saved to EDM and a Case Management opened in One Housing

10.3 Finance will add costs to the decant tracker, they will hold a monthly budget meeting with the Neighbourhood manager to ensure costs are accurately recorded and tracked.

10.4 The Neighbourhood Manager will bring a quarterly report to LT to overview decant activity, costs and timescales.

11. Payment of Funds

11.1. The Neighbourhood Officer will agree eligible expenses with the customer and is responsible for administrating the disturbance and home loss payment (where applicable).

11.2. Disturbance payments are either made directly to the provider of the service, i.e. removal costs, or as a cash payment to cover expenses such as taxi costs or food. 

11.3. The budget holder is Head of Housing Services. Payment will be added to the Tracker to provide oversight of the spend.

12. Lock changes

12.1 At the time of requesting alternative accommodation for customers, if there is a requirement for the locks to be changed on the property (front and back door), the staff member responsible for the works, must advise the customer that the locks to their property will be changed for the duration of the alternative accommodation

12.2 The responsible staff member must advise customers that they are permitted to return to their property to collect post or personal items, but an appointment must be booked via their Neighbourhood Services Officer. (details of the Neighbourhood Services Officer, will be found at the back of the Alternative Accommodation Leaflet that will be provided to the customer at the time of the move).

12.3 The responsible staff member must advise customers that they will not be permitted to enter the property without a prior appointment, and when entering the property they will be accompanied at all times, in line with Health & Safety regulations.

12.4 Where the customer agrees for the lock change to go ahead, the responsible staff member will complete Appendix 1 – Lock Change Authorisation Form and will obtain the signature of the customer or customers where there is a joint tenancy.

12.5 The signed Appendix 1 should be sent with the authorised Alternative Accommodation Request Form to the Neighbourhood Services Manager for action.

12.6 On receipt of Appendix 1, the Neighbourhood Services Manager will update the Decant Tracker to show a lock change has been agreed by the customer(s).

12.7 The signed Appendix 1 together with the authorised Alternative Accommodation form will be sent to the Neighbourhood Services Officer for uploading onto EDM.

Where a customer requests an appointment to enter their property, the Neighbourhood Services Officer will contact the responsible staff member to book a date and time for the visit.

12.8 Once a date and time have been confirmed, the Neighbourhood Services Officer must contact the customer to confirm the appointment.

12.9 Once the appointment has been confirmed with the customer, it is the responsibility of the responsible staff member for works to arrange for the customer to be met at the property and accompanied throughout the visit

12.10 On completion of works, it is the responsibility of the responsible staff member to ensure the locks are changed back to the original locks and to provide the customer(s) with the keys to their property.

12.11 In the event that a customer will not give permission for locks to be changed, it must be explained to the customer by the responsible staff member for works and confirmed by the Neighbourhood Services Officer that access to their property will not be permitted whilst the area is deemed a building site, in line with Health & Safety Regulations. Should items be required from the property during this time, this will be discussed with the Neighbourhood Services Officer, who will make arrangements with the responsible staff member for works.