8.6.4  Tenancy Management

The Contractor will provide all tenants with a Tenant Manual setting out the standards and services they can expect under the contract.

The Contractor must efficiently and effectively manage all Tenancy matters including matters of:

a)  Undertake a minimum of 20% tenancy checks per annum. Any additional tenancy check on the same tenancy within a 4 year period will not be included in any performance calculation unless specifically agreed with the Authority in advance57;

b)  Succession of tenants;

c)  Dealing effectively with termination of tenancies and the tenants rent account, including applying Authority policies on re-charge, abandoned properties, etc;

d)  Administering applications for lodgers;

e)  Responding to and administering applications for Tenant Improvements in accordance with the Housing Act 1985;

f)  Administering joint tenancies;

g)  Actively Preventing squatting;

h)  Identifying damage to Dwellings by Tenants and taking remedial action

i)  Investigating and where appropriate dealing with any Tenancy or Leasehold breaches within 5 working days.  Where such breaches might be categorised as neighbour nuisance, including harassment (of any nature) then such investigations shall be made within 3 working days or hate crime within 1 working day; and

j)  Identifying unlawful occupiers and squatters

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57 Agreement may be given where tenancies are recognised as requiring closer monitoring.