• What does the Thrive Deal mean for me?

    The Thrive Deal does not change your existing agreement with us and the terms of your tenancy will remain the same.

    The purpose of the Deal is to simplify our existing policies and make sure we are clear on what is your responsibility (the customer) and what is ours (the landlord). The Deal is split into three ‘Offer and Ask’ statements;

    • Your Home
    • Our Relationship
    • Your Tenancy

    Please note; that some elements of Thrive Deal will not apply to customers who joined Thrive before June 2018 including;

    • Payment of rent four weeks in advance - existing tenancies require rent to be paid one week in advance.
    • Digital engagement, although where it is more convenient for you we would encourage all customers to look at our myThrive app (see details on the final page of this FAQ).
    • Payment of rent by direct debit. This is an easier, simpler and more convenient way of keeping your account up to date.
    • Length of tenancy - for some existing customers this will be a seven-year Fixed Term Tenancy, for others you will have an Assured Tenancy or an Assured at Transfer Tenancy which are not timebound.
    • The Home Standard ‘Thrive’s offer at start of tenancy’ (column two in the table) only applies to new customers. ‘Thrive’s offer after the property has been let’ (column three) and ‘Your responsibility’ (column four) applies to new and existing customers.
  • How do I know what type of tenancy I have?

    Your tenancy type was included as the reference in the attached covering letter. Full definitions of each tenancy type is included in our Tenure Policy.

  • What is a Home Plan visit?

    This is an annual visit where we will talk to you and record details of the property’s condition as well as who is living in your home. These details will be recorded in an inventory. 

    After this visit, any repairs that are flagged will be planned into our work schedule. If repairs are identified as your responsibility, you will be given time to put them right. You shouldn’t need to see us again for a further year, unless your home requires a gas or electric safety check.

    As part of the Thrive Deal, every customer will be visited over the next four years to have a ‘Home Plan’ visit. We will contact you to make an appointment.

    How long does a Home Plan visit take?

    We expect the visit to take approximately three hours – the first visit is likely to be longer than subsequent visits.

  • What is an inventory?

    An inventory is a written and photographic record of the condition of the property. It is agreed and signed by both Thrive and you (our customer) and will reduce misunderstandings in the future about the condition of the property. Find out more in our Inventory Factsheet.

  • Why has Thrive introduced new digital options?

    Our digital services are available anytime, anywhere and at a time that is convenient to you. Many of our customers expect to be able to engage with Thrive via their smartphone. With this in mind we created the myThrive App, which is available to download on the App Store or Google Play.

    Introduction of new digital self-service enables Thrive to free up our customer service agents to deal with more complex enquiries.

  • What if I have no access to a smartphone?

    Our digital service can be accessed through any smartphone device or computer. If you don’t have your own, you can still contact us by phone or you could consider visiting your local Library as they offer free use of a computer.

  • What repairs am I responsible for?

    Your Tenancy Agreement sets out details of the repairs that you are responsible for and those which Thrive will fix.

    Tenancy agreements can be different so don’t assume that yours is the same as your neighbours’. If it is not set out in your Tenancy Agreement, follow our Repairs Guide to understand what is your responsibility.

    If there is nothing in your Tenancy Agreement about an item e.g. fencing, then our policy is to follow the Repairs Guide.

  • Can I make alterations to my home?

    All Tenancy Agreements before June 2018, state that you should ask Thrive for permission prior to making any alterations and receive written consent from us.

    We recognise that many customers will have been in their home for several years. If you have made any alterations, we will identify this during your Home Plan visit and we will work with you on any action required.

    New customers with a digital tenancy (from June 2018) are not permitted to make alterations under the terms of their tenancy.

  • Why is Thrive introducing charges?

    All existing Tenancy Agreements include a condition regarding damage to your home, its fixtures and fittings and communal areas.

    Thrive wants to provide good services to our customers and sometimes we are asked to do things that we are not legally responsible for. This is an extra cost that prevents us from doing something else, so we are introducing charges where appropriate.

    We recognise that sometimes people would like some help and, in these instances Thrive will be able to offer a service at a charge.

    For a customer who has signed up after June 2018, this will be charged as additional rent.

  • I’m on a Fixed Term Tenancy, what happens at the end of the tenancy?

    We will visit you at least six months before the end of your fixed term tenancy and will serve a notice stating whether Thrive is minded to;

    • grant another fixed term tenancy
    • terminate the tenancy but offer suitable alternative accommodation or
    • terminate the tenancy with no offer of alternative accommodation.

    More information can be found in our Tenure Policy.

  • Does the information about withholding services apply to everyone?

    Yes.

    The purpose of the Thrive Deal is to develop and maintain a mature, open and transparent relationship where everyone knows where they stand and what to expect from each other.

    There are occasions where customers do not meet the terms of their tenancy agreement. Where this has happened, Thrive will withhold certain services for a period of six months as set out in the document enclosed.