Tenancy and rent
Paying your rent is a key part of your tenancy, and this page helps you understand your agreement, how to make payments, and what you can expect from us as your landlord. It also outlines the support available if you’re struggling to pay or fall into arrears.
About your tenancy
Your tenancy is a contract between you and us. It sets out the agreement we have together, including your responsibilities as a resident and our responsibilities as your landlord.
Most of our homes are let on Intermediate Rent (IMR) tenancies, with a smaller number of social and market tenancies.
- IMR tenancies last 3 years
- Social tenancies are usually 5 years
- Market tenancies vary, check your agreement
As a resident, you agree to
As your landlord, we agree to
Pay your rent on time
Provide you with a safe, secure home
Look after your home and report repairs promptly
Carry out inspections, safety checks and repairs within a reasonable timeframe
Allow reasonable access for inspections and repairs
Give proper notice before visiting (usually 24 hours) and only enter with permission
Not sublet you property and inform of us of any changes to your household immediately
Approve or refuse any requested changes in line with your tenancy agreement
Give the correct notice if you wish to leave
Contact you in advance about tenancy renewals or rent increases
Do not make changes to your property without permission from Dolphin Living
Provide clear information on your tenancy, rent, and any changes. We will always be honest, clear and transparent.
Be a good neighbour and treat other with respect
Respect your right to live peacefully and take complaints seriously
Intermediate Rent (IMR) tenancies
- IMR tenancies are for 3 years.
- We will contact you 6 months before the end of your tenancy to discuss renewal.
- Renewal depends on you continuing to meet the eligibility criteria and providing updated references.
- If you decide to move out, you must give 3 months' notice in writing.
- For any tenancy questions, your Customer Advisor is your first point of contact.
Paying your rent
- Rent is an essential part of living in your home. We make the process simple and will always give advance notice of any increases.
- You can pay your rent in the following ways:
- Direct Debit - the easiest and most reliable way to pay.
- Residently - make secure payments online through the Residently portal.
Understanding your rent
- Payment dates are set out in your tenancy agreement.
- Rent reviews take place once a year, and you will always receive advance notice before any changes.
- Residents can request an annual rent statement to see a full summary of the rent they have paid.
If you’re struggling to pay rent
We know the rising cost of living has placed extra pressure on households. If your circumstances change and you find it hard to manage payments, please let us know as soon as possible. The earlier you get in touch, the more ways we can work with you to find a solution.
Support available includes:
- Personalised Arrears Management - a tailored plan if you are behind on rent or worried you might fall into arrears. This can include guidance on Universal Credit and setting up an affordable repayment plan.
- Affordability Assessment - a review of your income and expenses to understand your situation. Depending on the outcome, you may be eligible for Temporary Personalised Rent (TPR) - a short-term adjustment to help you through a difficult period.
We also recommend seeking independent debt advice alongside speaking with us. Trusted providers include Step Change Debt Charity and Citizens Advice Westminster.
If you would like to discuss your circumstances, please contact us at info@dolphinliving.com.
FAQs
Here you’ll find clear answers to the questions we’re asked most often.
Typically yes, if you still meet the eligibility criteria.
Yes, rent is reviewed annually. Please refer to your tenancy agreement.
If your circumstances change during your tenancy, get in touch with your Customer Advisor. Any changes to your tenancy agreement, including adding or removing someone, will be considered on a case-by-case basis.
No, subletting is not allowed under any circumstances.
You would need to re-register with Homes for Westminster or relevant local authority to move to a different property. You will only be eligible to apply for other properties if your current property no longer meets your housing need.
Contact us as soon as possible, we are here to help. Support options include Personalised Arrears Management, Affordability Assessments, and possibly Temporary Personalised Rent (TPR). You can get in contact with info@dolphinliving.com
Other ways we can help
Policies and guides
Our Policies and Guides page provides residents with easy access to important policies, and helpful resources. Explore the information here to stay informed.
Health and Safety
We are committed to maintaining safe, secure homes through regular inspections, compliance checks, and fire and gas safety measures.
Customer surveys
Your feedback helps shape the services we provide, from repairs to complaints. By listening to your views, we can continually improve and make life at Dolphin Living better for everyone.
Complaints process
Learn how to make a complaint and how we respond promptly to ensure issues are addressed fairly and effectively.
Sustainability
Learn practical tips and guidance to help make your home more energy-efficient, eco-friendly, and sustainable.
We're Here for You
If you have any questions or need assistance, don't hesitate to reach out. Your comfort and satisfaction are our top priorities.
