Responsible Tenant Reward

If you haven't been successful in receiving the Responsible Tenant Reward, you have the right to appeal the decision. We'll always aim to deal with appeals within eight weeks from the date we received the appeal.

The window for making an appeal will open when letters are due to land on doormats (week commencing 9 December) and can be made using the online appeal form that will be available here.

The deadline for appealing the 2024 reward is Friday 31 January 2025.

If you pay your rent by Direct Debit, your Responsible Tenant Reward will be refunded back to you automatically.

Otherwise, we recommend keeping the credit on your rent account to help with any future changes in your circumstances.

If you are absolutely sure you want a refund, you can complete a refund request form that will be available on this page after letters have landed on doormats. Please wait until you have received your letter before completing a refund request.

We will always aim to process refund requests we have already received as quickly as we can, but please be patient and there's no need to contact us once you've completed your request.

The deadline for receiving refund requests will be Friday 31 January 2025.

You're a responsible tenant if you:

• behave respectfully and responsibly in and around your home and your neighbourhood.
• pay your rent on time and in full according to your tenancy agreement and you have no rent arrears.
• don't miss any pre-arranged appointments. This includes appointments for repairs and maintenance, servicing heating equipment, retrofit and renovation work, Housing Patch Manager or Rent Officer visits. If the appointment is not convenient, we'll happily re-arrange if you as us to.
• keep your garden, if you have one, tidy or are taking agreed steps to improve it.
• haven't caused any damage to your home, or are paying for any damage that's been caused.

You're not acting responsibly if:

• we've taken legal action against a member of your household for anti-social behaviour or a crime that's a breach of your tenancy.
• you've been abusive to a member of our staff.
• you've not paid your rent on time, or you have any rent arrears.
• we have been refused access to your property to carry out gas safety checks.
• you have missed any notified appointments - failed appointments cost us a lot of money.
• we've had to warn you about the condition of your garden and you're not doing anything about it.
• you or your family have damaged your home and you haven't paid for it to be repaired.

We want to help everybody to manage their tenancy responsibly.

If you can't make a pre-arranged appointment, tell us straight away so that it can be rearranged. 

If you're worried about paying your rent or getting rent arrears, talk to us, and we'll try to help. Find out more on this page: Help managing your rent

If you're having problems managing your home or garden, call us on 0115 746 9555 for help. If you can't manage your garden because you're elderly or disabled, you may qualify for the Garden Assistance Scheme.