Changes in circumstances
Let us know when important changes happen in your life, so we can keep your account up to date and support you.
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Life doesn't stand still, and your circumstances can change in all sorts of ways after you become a co-owner. Some changes affect your Co-Ownership Agreement and need to be reported to us, while others don't require any action.
Below we explain what changes you need to tell us about, why it matters, and how to keep us informed.
Why you need to tell us about changes
Your Co-Ownership Agreement is based on your circumstances at the time you applied. If significant changes happen, they might affect your Agreement, your eligibility, or the support we can offer you.
Telling us about changes as soon as they happen means we can update your records correctly, make sure you're paying the right amount of rent, help you understand how the change affects your Agreement, advise you on any options available to you, and ensure you're getting any support or benefits you may be entitled to.
Some changes are required by the legal terms of your Agreement, while others simply help us provide better support. Either way, it's always better to let us know sooner rather than later.
Changes you must tell us about
These changes directly affect your Co-Ownership Agreement and you must tell us as soon as possible.
Changes you should tell us about
The following changes don't require formal approval, but letting us know about them helps us keep your records accurate and support you better.
How to let us know about changes
The quickest way to update us about changes is to contact our customer service team. You can do this by phone during office hours, by email, through your online account (for contact detail updates and routine matters), or by post.
When you contact us, have your account details ready and our customer service team will chat through what has changed and when. For some changes, we may ask you to provide supporting documentation, such as evidence of a new income level, confirmation of a legal separation or divorce, or proof of a new address.
We'll let you know the steps that need to be taken and what, if anything, you need to do next.
What happens after you tell us
Depending on the nature of the change, we may need to update your account records, provide you with guidance on what happens next, arrange for legal work or valuations if needed, review your Agreement and discuss any changes required, or signpost you to other support services.
For straightforward changes like updating contact details, we'll usually confirm the update immediately. For more complex matters like relationship changes or adding someone to the title, we'll explain the process and timescales involved.
If you're uncertain whether a change in your circumstances affects your Co-Ownership Agreement, it's always better to ask. Contact us and we'll let you know whether any action is needed. We'd rather you check with us, than worry about whether you should have told us something.
Changes we make
Sometimes we need to make changes that affect you, such as adjustments to annual rent amounts, updates to our terms and conditions, changes to how we provide our service, or new policies or procedures.
When we make changes that affect you, we'll always let you know in advance. We'll explain what's changing, when it takes effect, and if there's anything you need to do.
Keeping in touch
We send important information about your account by email and post, so it's essential that we have your correct contact details at all times.
Make sure you read any letters or emails we send you. If we ask you to confirm information or take action by a certain date, please respond by the deadline. If you don't understand something we've sent you, get in touch and we'll explain it.
And don't forget, you can log in to your online account at any time to check your rent balance, view your payment history, and manage your account details.
Questions about changes?
If you need to report a change in your circumstances, get in touch with our team. We're here to help you navigate any changes and make sure everything stays on track.
