The BTR Code of Practice: Principle 4
Signatories will:
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Adopt fairness and flexibility as hallmarks of tenancy terms e.g. offer variable term lengths (at least) 3 years, tenant only break clauses, no hidden fees, fair and transparent rent increases.
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Take a responsible perspective to revenue generation which fosters stewardship over short-term financial gain.
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Publish relevant documentation in plain English, and in a suitable range of accessible formats eg tenancy agreements/complaints procedure.
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Publish a Customer Charter that adheres to the ARL minimum standards*.
* Customer Charter standards to be developed. -
Ensure customers are treated fairly, consistently and inclusively.
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Identify and engage with at-risk customers and offer appropriate support.
Rationale:
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Provide security of tenure for customers.
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Be open and transparent in communications, including addressing any
issues for customers. -
Promote a culture of continuous improvement across the sector.
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Enable benchmarking across operators and geographies.