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Tenant Consultation - Current Rent Arrears Policy - Your View Counts

Date: 27 June 2021 to 19 August 2021

About this Event

Periodically Tollcross Housing Association review our working policies to ensure they are compliant with legislation and continue to set out the right overarching principles that staff must meet and customers can expect.

Tenants rent is our main source of income. The efficiency in collecting rent and preventing arrears is strategically critical for day to day operations, property investment and longer term viability of the organisation. We recognise where a tenant’s circumstances may result in them accruing rent arrears. We will at all times act in accordance withthe policy and promote a preventative arrears culture. We will employ discretion and support where required depending on individual circumstances. Where necessary, we will take court action up to and including the eviction of the tenant (as a last resort) to safeguard the Association’s interests in being able to operate, improve conditions and develop new homes. As part of our commitment to preventing homelessness caused by eviction for rent arrears, we commit to:

• Only act in accordance with the current regulatory and legal framework outlined by the Scottish government and Scottish Housing Regulator

• Preventing rent arrears from the start of a tenancy and throughout the tenancy

• Engage with tenants in arrears through telephone, email, letter and personal visits

• Adopt a fair but firm approach treating tenants with dignity and not acting a threatening way

• Be open honest and transparent on the steps the Association may take and impact this may have on the tenant

• Promote our welfare rights and money advice service along with other agencies who can help tenants with debt in every contact regarding rent arrears.

• Actively promote income maximisation and take an individual approach to assisting, where possible, a tenant experiencing financial hardship.

• We will only evict a tenant as a last resort where all otheravenues of assistance and engagement have failed.

Your view counts – consultation process

As a locally based organisation we recognise the importance of engagement with our tenants and your opinion is very important to us in order to improve the services we offer. We would appreciate your feedback (good or bad) on what you think of the proposed new Current Rent Arrears Policy. If you would like to provide us with your opinion and any suggestions, then please send us an email by clicking on or click the link Current Rent Arrears Policy. If you would prefer a paper version please let us know by telephoning us on 0141 763 1317 (option 2) or by email to

You can provide your comments by:

• Writing to us at 868 Tollcross Road, Glasgow, G32 8PF

• Phoning us on 0141 763 1317 (option 2) or,

• Emailing us at

In addition you may also receive a telephone call from a company appointed to survey our tenants on the proposed rent increase options, our investment plans and the affordability of your rent.

If you would like to attend a meeting to discuss the proposed Current Rent Arrears Policy – please advise us as soon as possible so we can arrange this for you.

When will a decision be made?

The Association’s Management Committee will meet on 30th August 2021 to consider all of the feedback and comments. Following careful consideration of all of the information to hand at that time the Management Committee will finalise the policy. Prior to making any final decision on the policy, Committee Members will take into account any views expressed by tenants. It is therefore important that your comments are received by Friday, 20th August 2021.

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