We hope you will be able to handle your enquiry right here on the myThrive hub. If you can’t find what you’re looking for, the best way to get in touch is by using our digital services. These include:

• Facebook messenger (we’re online 9am – 5pm Monday – Friday (excluding bank holidays))
• Emailing enquiries@thrivehomes.org.uk

If you need to report an emergency repair, please call us on 0800 917 6077.
 

Yes, providing the barbeque takes place in a private or communal garden. Barbecues are not permitted to take place on balconies.

The safety of you and your neighbours is of utmost importance, so please take a moment to learn about how you can stay safe and have an enjoyable experience: https://www.london-fire.gov.uk/safety/the-home/cooking/bbqs/

You’ll need to request permission from us first. You can do this right here on the myThrive hub – just click here. For more information about the conditions you need to meet to keep a pet in your home, click here.

Before we consider your request, we will need to understand the type of business, what area of the home will be used and the intended working hours.

You can do this right here on the myThrive hub – just click here.

We aim to provide you with a decision within 10 working days from receiving your request.

Contents insurance is not compulsory, but if you value your contents and possessions, insure them!

Thrive’s building insurance covers the fabric of the building but does not cover the contents of your home (such as your furniture and personal belongings).

We recommend all customers to arrange contents insurance, which will usually cover you against:

• Burglaries
• Damages caused to your belongings in a fire or other accident
• Damage caused to other people’s property, for example, if your washing machine floods the flat below.

You can also insure your belongings against accidental damage.

Top tip: always get individual advice from an independent insurance company to understand the level of cover you require.

If you have a disability that stops you being able to make use of your home or live independently, Thrive Homes may be able to adapt your home to make it easier for you to manage. If this is not easily or reasonably possible, we can usually offer you other solutions that you might want to consider.

To learn more and get in touch, click here.

To make sure all our homes stay in good condition, we don’t allow customers to make alterations to their homes. You can put up pictures, shelves or brackets, but these must be removed and returned to its former state at the end of the tenancy.

This also applies to structures in your private garden, including conservatories which are generally refused. Any structures must be removable should you subsequently move.

If you’d like to request permission to carry out a home alteration, click here. If permission is granted, any adaptation to the property would be your responsibility to maintain.

As per the terms of your lease, you are required to seek permission for any alterations to your home. This must be sought before you start any works.

If you’d like to request permission, get in touch with us by emailing homeownership@thrivehomes.org.uk

A lease is granted for the ownership of a property for a set number of years. You are able to extend the lease to a flat through a legal process called lease Extension.

The lease will describe what you have been assigned, which is normally all that is contained within the plasterboard of your home. Sometimes you will be leased some garden area also.

As a leaseholder, you are responsible for all repairs within your home. The lease will also outline what is assigned to the Landlord (Thrive); this could include other flats and/or communal areas inside and outside of the block. Costs for maintaining the relevant common parts of the building and surrounding areas are recovered through your service charge.

Your lease is the legal document that describes in detail what you, the leaseholder is responsible for and what Thrive, the Freeholder is responsible for.

As a leaseholder, you will pay Thrive (the Freeholder) ground rent and service charges for maintaining the communal areas of your block.

Leaseholders are responsible for all repairs inside their property.

No, however it’s important you add them to your account as a household member so we can understand the needs of anyone living in your home.

This does not affect their rights to take on the tenancy following a death or as decided by a civil court.

It’s quick and easy to share this information with us by clicking here

No, however it’s important you add them to your account as a household member so we can understand the needs of anyone living in your home.

This does not affect your partner or spouse’s rights to take on the tenancy following a death or as decided by a civil court.

It’s quick and easy to share this information with us by clicking here

Yes, providing the below criteria is met. To get started, you will need to complete our joint to sole tenancy application. You can download a copy here.

We would usually accept applications where:

• Both joint tenants are in agreement
• Your rent account has been kept up to date for at least 12 weeks and the property is suitable for the remaining household occupants.

If both tenants are not in agreement, you may be able to apply for a Court Order. For further guidance, please seek independent advice from Citizens Advice or legal advice

Yes, providing the below criteria is met. To get started, you will need to complete an application form and/or provide us with details of the lodger.  You can download a copy here.

Permission will usually be granted, if:

• The property is suitable for the intended number of occupants The property has a spare bedroom available for use by the lodger
• You are not a Shared Owner.

You can ask to add or remove a household member by clicking here and submitting a new request.

You can make minor changes to your household details by clicking here.

If you need to make any changes relating to date of birth, death, marriage or divorce – we will need to receive a copy of the relevant certificate. You can do this by emailing enquiries@thrivehomes.org.uk

If your financial circumstances have changed, please take a look through commonly asked questions in the ‘payments’ section below.  

If you are on a low income or unemployed, you may be entitled for help with rent and service charges. For most working-age adults, this will be Universal Credit. To find out more, visit: https://www.understandinguniversalcredit.gov.uk/

Direct Debit is a hassle-free way to make payments and can be set up for a payment date and frequency to suit you. To do this click here

All tenancies require rent to be paid in advance, and some types of tenancies require a credit on the account at all times.

If you think you are due a refund, please contact us for a refund form and we will look into this.

The most hassle-free way to make payments is by Direct Debit. You can contact us to set up a Direct Debit to your service charge account and we will use this to take payment in line with your payment schedule.  You will always receive correspondence regarding upcoming payments before we debit your account.

If you are having any difficulty in making your rent or service charge payments, our team is on hand to provide support and guidance and can be reached by sending a message to us on Facebook or emailing enquiries@thrivehomes.org.uk.  

Am I entitled to benefits?

If you are already receiving benefits and your income changes, you should notify the relevant department straight away.

If you are of working age and claiming benefits for the first time, this will usually be for Universal Credit. Information on this and other benefits can be accessed here:

Understanding Universal Credit.

Please note that if you claim Universal Credit any help with housing costs will be paid directly to you, and you must pay your rent and service charges in full to Thrive Homes.

We advise that you use an online benefit guide to check which benefits you are eligible for depending on the ages and circumstances of yourself  and anybody living with you. Information is available at

https://www.entitledto.co.uk/

https://www.turn2us.org.uk/

Money advice is available through

Citizens Advice

Money Advice Service

For information on claiming Housing Benefit if are over retirement age, or for help with Council Tax costs for all ages, you should check with your Local Authority: https://www.gov.uk/find-local-council

You can check your retirement age here: https://www.gov.uk/state-pension-age

If you’re having difficulty paying your rent, service charges or mortgage please get in touch with us as soon as possible. We’re always on hand to provide information and guidance if you’re struggling to make payments. You can get in touch by emailing enquiries@thrivehomes.org.uk or by Facebook messenger.

If you haven’t already, find out if you’re entitled to claim any benefits. For most working-age adults, this will be Universal Credit. To find out more, visit: https://www.understandinguniversalcredit.gov.uk/

If you’re having difficulty paying your rent, service charges or mortgage please get in touch with us as soon as possible. We’re always on hand to provide information and guidance if you’re struggling to make payments. You can get in touch by emailing enquiries@thrivehomes.org.uk or by Facebook messenger.

If you haven’t already, find out if you’re entitled to claim any benefits. For most working-age adults, this will be Universal Credit. To find out more, visit: https://www.understandinguniversalcredit.gov.uk/

Your tenancy should end with a clear rent account. If you are having difficulties in making payments, please contact us straight away.

Most leases do not allow you to sublet your Shared Ownership property. This means that you must live in it as your own home.

A Shared Ownership (SO) lease is the legal document that describes in detail what percentage you own of your property. You are able to purchase a higher percentage of your property by serving Notice on Thrive so that you can own more of it at any time, this is called Staircasing.

Your lease also sets out what you (the leaseholder) is responsible for and what Thrive (the Freeholder) is responsible for. Thrive will usually carry out services and maintenance to the communal parts of the block or estate, all of which you contribute towards through your service charge. All repair within your home will be your responsibility.

All repairs responsibilities within your home are the responsibility of the shared owner.