Decant policy

5.1 In all situations where a vulnerable customer is required to vacate their property, WHBC will support them as appropriate. We will work within the definitions of our Vulnerable Person & Reasonable Adjustment Policy. In all cases, we will collaborate with appropriate external support agencies to ensure tailored support is given to our customers during the decant period. The nature of the support provided will vary depending on whether the customer is a tenant or leaseholder. This may include agreeing on a schedule of visits to ensure continued support.

5.2 During a permanent decant, a member of staff from the Neighbourhood Services Team will be assigned as the central point of contact. This person will address any queries from affected customers requiring cross-departmental responses and solutions and assist with any challenges arising from the move.

5.3 Where it is necessary to decant a resident, we will consider the needs of each individual and household – having particular regard to their protected characteristics – and where required, a Support Plan will be agreed for the decant process. This will include details of any additional assistance that WHBC has agreed to provide.

5.4 Offers of additional assistance or sign-posting (by way of example) may include a packing/unpacking service and other practical assistance such as contacting utility companies, redirecting post, procuring carpets and curtains on behalf of the tenant, a handyman service to help with removal and fitting of shelves, curtain poles, and other furniture, and adaptations that are required to help improve mobility for disabled residents.

5.5 If a disabled or vulnerable tenant is unable to move to temporary decant accommodation because we have been unable to find accommodation that meets their ability or other needs, we will work with the tenant to assist them in vacating the rooms we need to work in while they remain in the property.

5.6 Where tenants with high care needs outside of what WHBC can provide and who require supported accommodation have to be decanted, the housing team will liaise with the commissioning body and the support provider to identify suitable alternative accommodation.