Our residents are at the heart of everything we do
At Mount Green, we aim to provide great customer service, value for money through our services and create a number of opportunities for our residents to get involved locally and across the organisation. This ensures that our residents don’t just live in happy communities, but they are at the heart of making those decisions that really matter to them.
We want to work with you to ensure we provide homes, neighbourhoods and services of which we can all be proud. We offer a range of formal and informal ways for residents to get involved and help improve our services and the communities they live in. Please visit our Get Involved page to find our more about how you can get involved!
Tenancy & Charges
We usually issue one of two types of tenancies: an Assured Tenancy or and Assured Short hold Tenancy. Tenancies that started before 1989 will be secure tenancies.
Tenancies starting before 15 January 1989 are known as Secure Tenancies.
One of the most important rights is that you cannot be evicted from your home without a court order, and that before this happens, we must have served an appropriate Notice of Intent to Seek Possession and give the reasons for serving it. This right and others are all detailed in your Tenancy Agreement. The rent for secure tenancies is set by the Rent Officer.
All new social rented tenants from 15 January 1989 have Assured Tenancies. Assured tenants have similar rights and security of tenure to secure tenants. However, there are some differences in the grounds on which we can take legal action to repossess your home. You cannot be evicted from your home without a court order.
Assured Short hold Tenancy / Fixed Tenancy
An Assured Short hold Tenancy (AST) carries fewer rights than a Secure or Assured Tenancy. Your statutory rights are set out under the Housing Act (1988) as amended by the Localism Act 2012, please ask your Neighbourhood or Scheme Manager if you are not sure. AST’s are sometimes issued for people or schemes with specific requirements (such as supported housing schemes), or to tenants who are not entitled to social housing (such as keyworkers/low income workers).
If you breach the terms set out in your tenancy agreement, we can end your tenancy by serving you with a Section 21 notice and applying to the courts for possession.
Fixed term tenancies are normally for a 5 year period. Please refer to your tenancy agreement for conditions.
When you first become a tenant of Mount Green, we issue Starter Tenancies which means we will monitor the way you manage your tenancy in the first 12 months by holding a minimum of three planned visits with you. It is important you attend these meetings. If we are happy with the way you have managed your tenancy, this will be converted to an assured tenancy at the end of 12 months.
If you have been given a Joint Tenancy with your partner, you will each have equal rights over the tenancy and will both be jointly and equally responsible for meeting the tenancy obligations, such as paying the rent regularly.
Please talk to your Neighbourhood or Scheme Manager in the first instance.
If both tenants are in agreement and there are no breaches on your tenancy (eg - you have a clear rent account) and the property is suitable for the household remaining, then a request can be submitted for approval. Once this request has been approved, you will both need to meet with your Neighbourhood or Scheme Manager and sign a Deed of Assignment. However, if both of you are not in agreement and only one wishes to give up the tenancy, you must seek independent legal advice. If one tenant terminates the tenancy, this terminates the tenancy for both parties.
You will need to prove that your partner has lived with you, with permission from Mount Green, for at least a year. Any requests for changes will go through an approval process. A new Joint Tenancy will not be granted if there are any outstanding rent arrears or any other tenancy breaches. Please talk to your Neighbourhood or Scheme Manager as a first step.
Signing over of a tenancy from one named tenant to another person is called assignment. We do not usually grant permission to residents to assign their tenancy to someone else, except in the case of a mutual exchange or under a Court Order in the case of a relationship breakdown.
Please contact your Neighbourhood or Scheme Manager to discuss this.
There is a right to succession by law and if you have been living in the property as your sole and principal home for at least 12 months, you may have the right to succeed the tenancy. Your tenancy agreement should always be reviewed with your Neighbourhood Manager when considering succession rights. If succession rights are in place but should this mean the property would then be under-occupied or not used for its intended purpose (e.g. adapted home), Mount Green will grant a tenancy but not necessarily at the same property.
If your relationship with your partner breaks down and you can no longer live together, you may become involved in a dispute over which of you will remain in the property. If this happens, you should seek independent legal advice regarding your occupancy rights.
The laws surrounding this matter are complex, but you should note that in the case of divorce or where there are children involved, the Courts can decide who keeps the tenancy. In this case, the tenancy may be awarded to the partner rather than the tenant.
You will need to supply legal confirmation of any name change for example, a marriage certificate or original deed poll documentation. Please contact your Neighbourhood or Scheme Manager who may need to complete a tenancy visit and verify the documentation.
A transfer is where current Mount Green residents can apply to transfer to another Mount Green home. We strongly encourage all tenants on the transfer list to also register with HomeSwapper (www.homeswapper.co.uk).
A mutual exchange is where you can exchange homes with another Mount Green resident or a resident of a local authority or other housing association. You will need to register with HomeSwapper and both parties need the permission of the landlord. We will not normally agree to an exchange if there are breaches to your tenancy.
For more information, please contact your Neighbourhood or Scheme Manager, email email@example.com or call us at Head Office on 01372 379 555.
When a service is provided with your tenancy, e.g. gardening, lighting to communal areas, fire safety, communal TV aerial or caretaking services, you will be required to pay a service charge to cover the cost of provision. The service charge is included in the total rent charge of both assured and secure tenancies, but it will be shown as a separate figure. For assured tenants, service charges are reviewed every year and the charges are based on actual costs of providing that service. Residents are advised of any increase 28 days before the new charge takes effect. For secure tenants, service charges will be reviewed at the same time as the two-year re-registration of the rent with the Rent Officer.
Variable service charges involve an estimated charge being issued at the beginning of the financial year, and then a final account is produced once the year is complete. The final account compares our actual costs in delivering services to a property against the estimate that we set, and may result in a credit back or an additional amount due from the resident. All leaseholders, including Shared Owners, and some assured tenants pay a variable service charge.
First of all, please try talking to your neighbour to resolve the issue. We expect all residents to:
- Accept personal responsibility for behaving well, being polite and treating each other with respect.
- Respect other peoples’ right to their chosen lifestyle and everyday reasonable level of disturbance such as food smells, babies crying at night or religious practices.
- Do their best to adopt a spirit of goodwill towards each other.
- Tell their neighbour if there is a problem in order to try and find a positive solution and where possible, not to involve third parties before doing so.
If you are unable to resolve the issue, please contact your Neighbourhood or Scheme Manager who will explore other remedies to prevent an escalation occurring.
Please note, we will not normally take action in the following circumstances:
- Low-level neighbour disputes
- One-off social events e.g. parties
- Parking issues on highways
- Minor lifestyle disagreements, such as cooking smells, noise of a child playing in their own home, everyday noises.
We do permit small-scale ball games in external communal areas as long as those playing are considerate, do not cause a nuisance to others or any damage or disturbance to Mount Green property. Those playing ball games must be supervised at all times. Where we have “No Ball Games” signs, these should be respected and adhered to. If you have any questions, please speak with your Neighbourhood or Scheme Manager.
If you are unsure who your Neighbourhood or Scheme Manager is, please visit the 'Our Neighbourhood Service' or 'Our Sheltered Service' pages on our website to find out more.
If you suspect subletting or that a property has been abandoned, please call us anonymously on 01372 379 555 or talk to your Neighbourhood or Scheme Manager.
You may have an allocated parking space, carport or garage as part of your tenancy agreement. Please check your agreement or ask your Neighbourhood or Scheme Manager. Alternatively, you may be able to rent a garage or carport from us; this will be subject to a separate agreement and rent will be payable. On many of our estates, parking is on a first come first served basis, so please park considerately.
Not all neighborhoods require parking permits. Please contact Customer Services on 01372 379555.
You can make a complaint on the telephone, in writing, by email or in person to any member of our staff. You can also use the online form on our website - please visit our 'Make a complaint' page for more information.
We see complaints as an opportunity rather than threat, our staff are encouraged to actively identify complaints. A customer will not have to use the word “complaint” or ask to “make a complaint”. Staff will record any expression of dissatisfaction as a complaint and respond in line with our procedure. If you would feel more comfortable, you can also ask a friend or a family member to complain on your behalf. However, you would need to confirm in writing or in person that you are happy for us to speak to them before we respond to the complaint.
You must request permission from Mount Green in advance of acquiring any animal or pet. We will not unreasonably withhold our permission, but we will not normally grant permission for dogs unless you have access to a secure and self-contained garden. You may make this request in writing or by email. We will consider each request on its own merit, taking into account our policy, your tenancy agreement or lease, where you live and your individual circumstances.
You are responsible for looking after your pets and making sure that they do not cause a nuisance to anyone. Your tenancy may be at risk if your pets cause a nuisance to others.
For more information, please see our Pets Policy and leaflet.
If you have a Starter or Assured Shorthold Tenancy, you may not lay laminate flooring. If you have any other type of tenancy, you must apply in writing before fitting laminate or other hard flooring. We will consider the type of building you live in before making our decision and will generally grant permission in houses or ground floor flats. However, if you live in a flat above the ground floor, permission will not normally be granted to fit laminate flooring. If permission is granted, adequate underlay and insulation must be installed and we may ask for copies of its certification.
In all circumstances, we expect you to put down a suitable floor covering, with adequate underlay or insulation underneath it, to minimise noise nuisance to your neighbours.
For more information, please refer to Our Residents' Handbook.
All communal areas, both internal and external, must be kept clear from personal items and belongings. We reserve the right to request that any personal items in communal areas be disposed of or removed. Failure to remove these items within a given timescale will result in their disposal.
The following items are not permitted in any communal area:
• Large play equipment (such as trampolines, swings, climbing frames, paddling pools or inflatable play equipment such as bouncy castles).
• Personal door mats
• Decorations (including Christmas lights) without permission from your Scheme or Neighbourhood Manager
The following items must be stored in your property or designated storage facilities and not in communal areas:
• Buggies and prams
• Mobility scooters
• Small play equipment (such as small paddling pools, bikes and trikes)
If you do not have space to store your buggy, pram or mobility scooter within your property, please speak to your Neighbourhood or Scheme Manager who will work with you to reach a solution.
For more information, please see Our Residents' Handbook or our Communal Areas Policy.
You must obtain our written permission, and that of your local authority (if necessary), before installing an aerial or satellite dish. Some properties are affected by the planning conditions and it is your responsibility to comply with these conditions. If we grant permission, the work must be undertaken by qualified and appropriately insured contractors. Most of our blocks of flats have a communal TV aerial, the maintenance cost of which, is covered by your service charge.
You may carry out some improvements or alterations to your home, but you must contact your Neighbourhood or Scheme Manager and obtain written permission before work can go ahead. Permission will not be unreasonably withheld, but we may apply certain conditions and we may wish to inspect any works.
It is your responsibility to obtain the necessary planning and building control approval from your local authority before starting work on any improvements.
If you want to replace a gas fire you must get our permission in writing before going ahead. You must comply with the requirements of the Gas Installation Regulations and only Gas Safe registered companies can install or work on gas appliances. If you install a gas fire, you must supply us with a copy of the Gas Safe installation certificate. You are responsible for repairing and/or replacing this appliance if it fails.
We test all gas appliances every year. This is a legal requirement, but more importantly it is to ensure your safety. You must allow access to our contractors to carry out the annual servicing required to any gas appliance in your home. If you fail to provide access, we may have to apply to the courts to gain permission to force access to your home, in which case you will have to pay our court costs.
If you are a shared owner, it is your responsibility to get your gas appliances tested annually. We also ask for these certificates to be copied to us so that we can maintain up to date records.
Most Assured tenants can take in a lodger (please check your tenancy), as long as you do not cause overcrowding and you have obtained our written permission. A lodger would not have exclusive use of part of your home, but would live as part of your household and possibly share meals. However, you do not have the right to have a lodger if you have an assured short hold or starter tenancy or license.
For more information, please see our Residents' Handbook.
Subletting is when you let your home to somebody else, charging them rent when you do not live there. If you are a tenant, you are not allowed to sublet your entire home under any circumstances; this is tenancy fraud and we take it very seriously. It may result in us ending your tenancy and repossessing your home. If you need to spend some time away from home but want to keep your tenancy, you must be able to show that you are planning to return and keep paying the rent. If you want to do this, you must write to us for permission first and let us know your plans, return date and contact details. If you are on benefits, the amount you receive may be reduced or stopped.
Mount Green residents do not normally have the right to buy the property in which they live. However, the Right to Acquire (RTA) allows residents of some newly built properties to purchase their home. If you require further details, please contact your Scheme or Neighbourhood Manager.
We are currently awaiting more information regarding the Voluntary Right to Buy scheme introduced by the Government in 2016. If you would like to register your interest, please let us know and we will contact you once we have more information.
Nearly all of our residents are referred to us by the Local Authorities in which we work. This means that you can’t apply directly to us for general needs rented housing, but you can apply to your Local Council’s housing register.
CBL means 'Choice Based Lettings' and most Local Authorities that we work with are now operating these schemes. This means that you still register with the Local Authority, but the onus is on yourself to look for properties that are advertised (via a magazine or website) and ‘bid’ by the specified deadline, to then be considered for the shortlist.
We do accept direct applications for our Sheltered and Keyworker/Low income homes. Please visit the relevent page on our website for more information and to download an application form.
Please call Customer Services on 01372 379 555 who will direct you to the correct department.
You need to give us four weeks’ notice in writing and return the keys to us. You will be charged rent until you hand back the keys. Your Neighbourhood or Scheme Manager will complete a termination visit after you have sent us written notification to ensure you understand your obligations and to inspect the property.The purpose of the visit is to complete an inspection of the property and talk through the final arrangements for your move including forwarding information and arrangements for any outstanding payment. You will be expected to rectify any damage you have caused to the property and pay your rent as agreed with us.