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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

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    Tenancy sustainment

    Efficient service delivery

    Working together

    Following our ground breaking projects working together to create sustainable tenancies and working together to influence customer behaviour, we can now offer a range of services and support packages to assist you with your delivery of services.

    We will work with you to ensure that your operating model, strategies, policies and systems provide you with the business, operational and customer outcomes that you require.

    What does this service offer?

    Pre-tenancy work – collectively with Choice Based Lettings partnerships, Common Housing Registering partnerships or directly with individual providers to develop an effective pre-tenancy offer that will maximise the likelihood of housing applicants being 'tenancy ready'.

    Allocations and empty properties – with partnerships or individual landlords working to be sure that end to end processes are effective and efficient and yet support new tenants in to their homes in the most sustainable way, preventing future tenancy failure and reducing costs.

    Income collection – a forensic analysis of your approach to maximising income collection, enabling you to be certain that you have an appropriate and effective balance between prevention, support and sanctions. Our new Income Management Charter (coming soon) will provide you with a set of clear expectations of service delivery.

    Incentive and reward schemes – now an acceptable method of influencing customer behaviour across the sector, we can examine whether you have a business case to develop a scheme and support or lead you along the critical implementation path.

    Financial inclusion – as well as offering bespoke staff development workshops across a range of financial services and welfare benefits, we will also work with you to develop the resilience of your staff through person-centred support. Click here to view our financial inclusion offer.

    Customer insight – using Customer Segmentation Analysis and other data-focused tools we will enable you to focus scarce resources where they will have the greatest impact.

    Marketing and communication – using social marketing methods we will work with you to develop effective campaigns that will change customer behaviour.

    We will work with you using a range of high energy, high impact techniques:

    • Workshops
    • Focus groups
    • Appreciative inquiry
    • Lean reviews
    • Online forums and surveys
    • Presentations
    • Final reports
    • Films and social media

    Contact us

    Our tenancy sustainment services are led by Deborah Good, director of housing services. For further information contact us on 024 7685 1779 or email


    Contact Deborah

    Deborah Good is our director of housing services

     0750 685 1917


    Our latest charter

    The income management charter is a flexible framework unique to CIH that helps organisations to challenge their income management services and identify the outcomes a good quality service can deliver.

    Find out more >>


    Tenancy sustainability club

    CIH consultancy is proud to support HouseMark's Tenancy sustainability club.

    The tenancy sustainability club will provide an ongoing supportive network for those responsible for tenancy sustainability strategies to share and learn from others, in and out of the sector, about effective approaches.