Association for Rental Living: Customer Charter: Fairness & Affordability
- We will limit all deposit payments at the start of tenancies to 4 weeks rent. (Subject to the Renters’ Rights Bill.)
- We will ensure fair and transparent repayment of deposits at the end of tenancies, and commit to resolving disputes within 28 days. (Subject to the Renters’ Rights Bill.)
- We will support renters facing financial hardship by providing financial payment plan options, in the event of a temporary cash flow issue.
- We will ensure we have a fair rent review mechanism in place for all residents. (Subject to the Renters’ Rights Bill.)
- We will review rents no more than once a year, unless short term leases are requested by resident.
- We will ensure an Accessible Complaints Process by providing Residents with access to clear and straightforward procedures to report concerns or issues.
- We will offer Third-Party Mediation. In unresolved disputes, an impartial mediation service will be available. (Subject to the Renters’ Rights Bill.)
- We offer a commitment to the resolution of complaints. BTR Operators pledge to address complaints promptly, fairly, and transparently.