Jargon Buster

Acceptable Behaviour Agreement (ABA)
A written agreement between someone involved in anti-social behaviour and local agencies. It sets out what behaviour must stop. It is not legally binding.

Adaptations
Changes made to a home to help a disabled resident live independently, such as installing ramps or stairlifts. Funding may be available through a Disabled Facilities Grant (DFG).

Affordable Homes Programme (AHP)
Another name previously used for the Social and Affordable Homes Programme, a government scheme that provides funding to build affordable housing.

Affordability Risk Assessment
A check carried out before offering a tenancy to ensure the rent is affordable based on a person’s financial situation.

Affordable Housing
Housing provided at below full market rent for people whose needs are not met by the private market. This can include social rent, affordable rent and some home ownership options.

Affordable Rent
Rent set at below market levels, usually up to 80% of local market rent.

Allocations
The process of matching people on a housing register with available homes.

Arms-Length Management Organisation (ALMO)
An organisation set up by a local authority to manage council homes on its behalf, while the council keeps ownership of the properties.

Anti-Social Behaviour (ASB)
Behaviour that causes harassment, alarm, distress, nuisance or annoyance to others.

Arrears
Money that is owed and should already have been paid, such as unpaid rent.

ASB Case Review (Community Trigger)
A formal process that allows victims or communities to request a review of how repeated anti-social behaviour reports have been handled.

Asset Management
The process of maintaining and improving homes and buildings to keep them safe and in good condition.

Assured Shorthold Tenancy (AST)
A tenancy agreement for a fixed period (often six or 12 months). After this period, the tenancy can usually be ended by the landlord or tenant following legal notice.

Assured Tenancy
A long-term tenancy that can only be ended by a landlord through legal action and a court order.

Awaab’s Law
A legal requirement for social landlords to investigate and fix certain serious hazards, including damp and mould, within strict timescales.

Bedroom Tax
Also known as the under-occupation charge. This results in a  reduction in Housing Benefit or the housing element of Universal Credit if a household is considered to have more bedrooms than they need.

Benchmarking
Comparing performance and services with other similar organisations to identify improvements.

Benefit Cap
A limit on the total amount of benefits a household can receive.

Board
The group responsible for the overall direction and decision-making of an organisation.

Budget
A plan showing how much money an organisation expects to receive and spend over a set period.

Buildings Insurance
Insurance covering the structure of a building and permanent fixtures. This is usually arranged by the landlord or building owner.

Building Safety Act 2022
Legislation introduced to improve safety standards in residential buildings, particularly taller buildings.

Business Plan
A document outlining an organisation’s plans, priorities and financial forecasts over a set period.

Capital expenditure
Money spent on buying or improving long-term assets, such as homes or land.

Charitable Status
Official recognition that an organisation operates as a charity and must follow specific rules set by the Charity Commission.

Chartered Institute of Housing (CIH)
A professional body that supports people working in housing and provides qualifications.

Choice Based Lettings (CBL)
A system where people on the housing register can apply (“bid”) for available homes advertised by the council or housing association.

Citizens Advice
An independent charity offering free advice on issues such as benefits, debt and housing.

Co-Design
An approach to developing services or projects that involves residents and other stakeholders in the decision-making process.

Committee
A smaller group of board members that focuses on a specific area, such as audit or resident experience.

Common Housing Register
A list managed by a local authority of people applying for social housing in a particular area.

Community Investment
Projects and activities designed to improve the wider community, such as employment support or wellbeing programmes.

Community Protection Notice (CPN)
A formal notice issued by the police or local authority requiring someone to stop behaviour that is negatively affecting the community.

Complaint
An expression of dissatisfaction about services, actions or lack of action by the organisation or its contractors.

Consumer Standards
Standards set by the Regulator of Social Housing that landlords must meet in areas such as safety, quality, transparency and tenant engagement.

Contents Insurance
Insurance that covers a resident’s personal belongings inside their home. This is arranged by the resident.

Contractor
A company hired to carry out work or provide services, such as repairs or maintenance.

Credit Union
A local financial organisation that offers savings accounts and affordable loans.

Criminal Behaviour Order (CBO)
A court order used to address serious anti-social behaviour. It replaced Anti-Social Behaviour Orders (ASBOs).

Customer Service
The team that deals with resident enquiries and directs queries to the appropriate department if needed.

Cyclical Maintenance
Planned maintenance carried out at regular intervals to keep buildings in good condition.

Damp, Mould and Condensation (DMC)
Moisture problems within a property. Damp and condensation can lead to mould growth, which may affect health.

Data Protection
Rules and safeguards that ensure personal information is stored and used securely and lawfully.

Decant (Temporary or Permanent)
Moving a resident to another home temporarily or permanently, usually due to major repairs or redevelopment.

Decent Homes Standard (DHS)
Minimum standards that social housing must meet to ensure homes are safe and in reasonable condition.

Defect
A fault identified after a new-build property or major refurbishment has been completed. The original contractor is responsible for fixing these faults during the defects period.

Department for Work and Pensions (DWP)
The government department responsible for benefits, pensions and employment support.

Devolution
A process where central government transfers certain powers to local authorities so they have greater control over decisions in their area.

Direct Labour Organisation (DLO)
A team of directly employed staff who carry out services such as repairs, maintenance or improvements, rather than using external contractors.

Disabled Facilities Grant (DFG)
Funding provided by a local authority to help pay for home adaptations for disabled residents.

Discretionary Housing Payment (DHP)
A short-term payment from a local council to help people who are struggling to pay their rent.

Domestic Abuse (DA)
A pattern of controlling, threatening or violent behaviour between people in a relationship or family connection.

Domestic Abuse-Related Death Review (DARDR)
A multi-agency review carried out following a death linked to domestic abuse to identify learning and improve future responses.

Emergency Repair 
A repair needed urgently to remove immediate danger or make a home safe. 

Energy Efficiency 
How effectively a home uses energy while maintaining comfort. 

Energy Performance Certificate (EPC) 
A rating (A–G) that shows how energy efficient a property is. 

English Housing Survey (EHS) 
A national survey carried out by the UK government that collects information about housing conditions and households in England. 

Equality, Diversity and Inclusion (EDI) 
The principle of providing fair treatment, respect and equal opportunities for everyone. 

Estates Contract Officer (ECO) 
At Town & Country Housing, an officer responsible for monitoring contractors who maintain shared indoor and outdoor spaces within our properties. 

Eviction 
The legal process of ending a tenancy and requiring a resident to leave a property, authorised by a court. 

Executive Management Team (EMT) 
The senior leadership team responsible for managing the organisation, including the Managing Director. 

Extra Care 
Now known as Later Living with Care, where residents live in their own home with care and support available on site. 

Feasibility Study 
A study carried out to assess whether a proposed project or course of action is practical and likely to succeed. 

Financial Accounting 
The process of recording and summarising a business’s financial activity to produce reports required by law, such as those submitted to HMRC. 

Financial Conduct Authority (FCA) 
The UK regulator for financial services. It oversees organisations that provide financial products or advice to ensure they operate fairly and responsibly. 

Fire Risk Assessment (FRA) 
An assessment carried out to identify fire risks in a building and set out actions needed to reduce those risks within specific timescales. 

Fixed Term Tenancies 
A tenancy agreement that lasts for a set period of time before it can be renewed or ended. 

Floating Support 
Support provided to people living in their own home to help them manage their tenancy or personal circumstances. 

Focus Groups 
Meetings where a small group of people discuss a specific topic to share their views and experiences. 

Freedom of Information Act (FOIA) 
A law that allows the public to request access to information held by public authorities. 

Freehold 
A type of property ownership where a person owns the property and the land it stands on indefinitely. 

Fuel Poverty 
When a household cannot afford to keep their home adequately warm at a reasonable cost. 

G15 
A group of the largest housing associations in London, including our parent company Peabody, that work together on housing policy and sector issues. 

G320 
A group of smaller London housing associations that work together on housing policy and sector issues. 

Gap Funding 
Additional funding provided to cover the extra cost of completing a project beyond what has already been spent. It is often provided by the private sector or central government. 

Gas Safety Check 
A safety check that all social landlords must carry out by law each year to ensure gas pipes, boilers and other gas appliances in a resident’s home are working safely. 

General Data Protection Regulation (GDPR) 
A set of laws designed to protect individuals’ personal information and ensure it is stored and used securely. See also Data Protection. 

General Needs Housing 
Housing suitable for people of all ages and not designed specifically for particular groups with support needs. 

Governance 
The systems and structures an organisation uses to make decisions and manage its activities. The highest level of governance for a housing association is the Board. 

Governance and Financial Viability Standards 
Standards set by the Regulator of Social Housing to ensure housing providers are well managed and financially stable. 

Green Paper 
A government consultation document used to gather views on policy ideas before developing legislation. 

Housing Association’s Charitable Trust (HACT) 
A charity that supports innovation and good practice in the housing sector, including new ideas and technologies that help improve services for residents. 

Help to Buy 
A government scheme that helped people buy a home with a small deposit, often through an equity loan. The scheme has now ended in England, but you may still hear the term used or come across it in older information. 

Housing Health and Safety Rating System (HHSRS) 
A system used by housing providers and local authorities to identify and assess health and safety risks within homes. Hazards are rated based on how serious they are. 

House in Multiple Occupation (HMO) 
A property occupied by more than one household who share facilities such as kitchens or bathrooms. 

Home Buy 
Another name for Shared Ownership, a scheme that allows people to buy a share of a property and pay rent on the remaining share. 

Homeless 
A person who does not have a secure place to live. Local councils have duties to help people who are homeless or at risk of homelessness. 

Home Loss Payment 
Compensation paid to residents who are required to move home due to redevelopment or demolition. 

Homes England 
The government agency responsible for funding affordable housing and supporting housing development in England. 

Housing Association 
A not-for-profit organisation that provides affordable housing for people who cannot access housing on the open market. 

Housing Benefit 
A means-tested benefit that helps people on low incomes pay their rent. Most working-age claimants now receive this support through Universal Credit. 

Housing Management 
The day-to-day management of homes and tenancies, including lettings, rent collection, managing anti-social behaviour and neighbourhood services. 

Housing Needs Indicator 
A measure used by local authorities to estimate how many new homes are needed in an area. 

Housing Ombudsman Service (HOS) 
An independent organisation that investigates complaints made by residents about their landlord after the landlord’s own complaints process has been completed. 

Income Management 
Activities carried out by an organisation to manage rent payments and minimise arrears. 

Independent Living 
Now known as Later Living, housing designed for older residents who are able to live independently. This is different from Later Living with Care, where care and support are also available. 

Indices of Deprivation 
Official measures used by the government to compare levels of deprivation between different areas of England. 

Information Sharing Protocol (ISP) 
An agreement between organisations that sets out how they will share relevant information with each other. 

Injunction 
A court order requiring a person to take a specific action or stop certain behaviour. Housing associations often use injunctions to address anti-social behaviour or gain access to properties to carry out repairs or safety checks. 

Inside Housing 
A housing sector news publication that reports on housing policy and industry developments. 

Intermediate Rent 
A type of housing where rent is set below the local market rate to help people save towards buying a home in the future. 

Joint Tenancy 
An arrangement where two or more people share a property and a tenancy agreement. 

Joint Venture 
An arrangement where two organisations work together to deliver a project, often by forming a company that they jointly own. 

Key Performance Indicators (KPI) 
Measures used to assess how well a service or organisation is performing. 

Key Selling 
A type of tenancy fraud where a tenant is paid to give someone else the keys to their home in exchange for a one-off payment. 

Key Worker 
A public sector worker who provides an essential service, such as a nurse, police officer or teacher. Some housing schemes are reserved for key workers. 

Knowledge and Information Management (KIM) 
The collection, storage and use of data to help organisations improve services and decision-making. 

Landlord Gas Safety Record (LGSR) 
A certificate confirming that gas appliances and systems in a property have been checked and are safe. Landlords are legally required to carry out this check every year. 

Large Scale Voluntary Transfer (LSVT) 
The transfer of ownership of a local authority’s housing stock to a housing association. Town & Country Housing was created following a transfer from Tunbridge Wells Borough Council. 

Later Living Communities 
Housing designed for older residents who are able to live independently, with some support available if needed. Formerly known as Independent Living. 

Later Living with Care Communities 
Housing for older residents where people live in their own self-contained home but have care and support available on site. Formerly known as Extra Care. 

Latent Defects 
Problems with a new build property that appear after the property has been handed over to the owner. The original contractor is responsible for fixing these issues. 

Leasehold 
A type of property ownership where someone owns the right to live in a property for a fixed period under a lease. Leaseholders usually pay ground rent and service charges to the freeholder. 

Ledger 
A record of all financial transactions made by an organisation. 

Legionella 
A bacteria that can grow in water systems and cause a serious type of pneumonia called Legionnaires’ disease. Landlords must assess and manage the risk of legionella in their properties. 

Legislation 
A law or set of laws made by the government. 

Local Authority 
A council responsible for providing local public services such as housing, planning, education and waste collection. 

Local Government Reorganisation 
Changes to how local councils are structured and organised, for example moving from two-tier systems to unitary authorities. 

Local Housing Allowance (LHA) 
A type of housing benefit that helps people renting in the private sector pay their rent. 

Love Living Homes 
Part of Town & Country Housing. Love Living Homes provides market rent, intermediate rent and leasehold management services across Kent and Sussex. 

Major Project Board (MPB) 
At TCH, the executive team responsible for overseeing major projects. 

Managing Agent 
A company appointed by a property owner to manage the day-to-day running of a building, often a block of flats. 

Management Move 
The transfer of a resident to another social housing property due to specific circumstances, such as serious anti-social behaviour. 

Market Rent 
The rent charged by private landlords based on local rental market conditions. See also Social Rent and Affordable Rent. 

Mediation 
The use of a neutral third party to help resolve a dispute between two parties. It is often used to resolve neighbour disputes or anti-social behaviour issues. 

Merger 
The combining of two or more organisations to form a single, larger organisation. 

Ministry of Housing, Communities and Local Government (MHCLG) 
The government department responsible for housing, communities and local government policy in England. 

Mortgage 
A loan used to buy a property, secured against the property itself. 

Most Advantageous Tender (MAT) 
The contractor offering the best overall value when bidding for work. This assessment considers both price and quality. 

Mutual Exchange 
A tenant’s right, under certain conditions, to swap their home with another tenant of a social landlord. 

MyHomeOnline / My Rosebery 
Online resident portals that allow TCH residents to access services,  view rent statements and manage their account. 

Mystery shopping 
A way of assessing service quality where someone poses as a customer and provides feedback on their experience. 

National Housing Federation (NHF) 
A representative organisation for housing associations in England that provides support to the sector and represents housing associations to government. 

National Planning Policy Framework (NPPF) 
The government’s planning policies for England. Local authorities use this framework when making decisions about planning applications and setting local planning policies. 

Neighbourhood Housing Manager / Neighbourhood Housing Officer (NHM / NHO) 
A TCH colleague responsible for managing tenancies and neighbourhood issues within a specific local area. 

Next of Kin 
A person identified by a resident who can be contacted in the event of an emergency. 

Not for Profit 
A type of organisation that reinvests any surplus income back into its services or homes rather than paying profits to shareholders. 

Notice of Seeking Possession (NOSP) 
A formal notice issued by a landlord warning that legal action may be taken to regain possession of a property if a tenant has broken the terms of their tenancy agreement. 

Notice to Quit (NTQ) 
A formal notice given by a landlord or tenant to end a tenancy agreement. 

Not in Employment, Education or Training (NEET) 
A term used to describe young people who are not currently in employment, education or training. 

Obtaining Housing by Deception 
A type of tenancy fraud where someone obtains a housing association home by providing false information on their housing application. 

Occupational Therapist 
A healthcare professional who assesses a person’s needs and recommends adaptations to help them live safely and independently at home. 

Operative 
A worker who carries out practical tasks such as repairs or maintenance work. 

Owner Occupier 
A person who owns and lives in their home. 

PayPoint App 
A mobile app that allows residents to pay their rent online. 

Periodic Tenancy 
A tenancy that runs week-to-week or month-to-month and continues automatically until it is legally ended. 

Personal Independence Payment (PIP) 
A government benefit that helps people with long-term health conditions or disabilities meet extra living costs. 

Pet Owner’s Contract 
An agreement that sets out the conditions under which a resident may keep a pet in their home. 

Photovoltaics (PV) 
Solar panels that convert energy from the sun into electricity. 

Planned Maintenance 
Repairs or improvements scheduled in advance as part of a maintenance programme, such as replacing kitchens, bathrooms, roofs or windows. 

Police Community Support Officer (PCSO) 
A member of police staff who works in the community to help prevent crime and provide reassurance to the public. 

Possession 
The legal process by which a landlord regains a property from a tenant through a court order. 

Private Registered Provider (PRP) 
A housing provider registered with the Regulator of Social Housing that is not a local authority, such as a housing association. 

Private Rented Sector (PRS) 
Homes owned by private landlords and rented to tenants. 

Procurement 
The process organisations follow to buy goods, services or works from suppliers. 

Public Liability Insurance 
Insurance that protects an organisation if someone claims they were injured or their property was damaged because of the organisation’s activities. 

Qualifying Long Term Agreement (QLTA)
A contract between a landlord and a contractor lasting more than 12 months for services, works or the supply of goods. These agreements usually require a Section 20 consultation with residents. 

Qualifying Person
A person who meets the criteria to join a local authority’s housing register. 

Quorum
The minimum number of members who must be present at a meeting for decisions to be valid. 

Quiet Enjoyment
A tenant’s right to live in their home without unnecessary interference from their landlord, as long as they follow the terms of their tenancy agreement. 

Rechargeable Repairs
Repairs that a tenant is responsible for paying for. This usually applies where damage has been caused deliberately or through misuse. 

Reference
A statement provided by a landlord about a resident’s tenancy history, usually requested by another housing provider. 

Refurbishment
The renovation or improvement of a property. 

Regeneration
The redevelopment or rebuilding of housing estates or neighbourhoods to improve homes and the surrounding area. 

Regulations
Rules that provide detailed instructions on how legislation must be followed. 

Regulator of Social Housing (RSH)
The government body responsible for regulating social housing providers. 

Re-Let
A property that has been allocated to a new tenant after the previous tenant has moved out. 

Rent
Money paid by a tenant to a landlord in exchange for living in a property. 

Rent Standard
Rules set by the Regulator of Social Housing that govern how social landlords set and increase rents. 

Renters’ Rights Act
Legislation introducing additional rights and protections for tenants. 

Resident
A general term used to describe anyone living in a TCH home, including tenants, shared owners and leaseholders. 

Resident Association
A group of residents who represent the interests of people living in a particular area, such as an estate or block. 

Resident Engagement
The process of involving residents in decision-making and service improvement. 

Resident Scrutiny Panel
A group of residents who review services in detail and make recommendations to improve them. 

Responsive Repairs
Repairs carried out in response to a resident reporting a problem. 

Retrofit
Work carried out to existing homes to improve energy efficiency and extend their lifespan. 

Right to Acquire (RTA)
A scheme that allows eligible housing association tenants to buy their home at a discount. 

Right to Buy (RTB)
A scheme that allows eligible council tenants to buy their home at a discount. 

Right to Repair Scheme
A scheme giving council tenants the right to have certain repairs completed within specific timescales. 

Ring Fencing
The practice of setting aside funds for a specific purpose so they cannot be used for anything else. 

Risk
Potential future events that could negatively affect an organisation. 

Registered Provider (RP)
A social housing provider registered with the Regulator of Social Housing, such as a housing association. 

Registered Social Landlord (RSL)
An older term previously used for social landlords registered with the housing regulator. 

Rosebery Stock
Homes in the Epsom area that became part of our housing portfolio following our merger with Rosebery Housing Association. These homes are now fully managed as part of our wider housing services.

Satisfaction Surveys
Surveys used to gather feedback from residents about services, such as repairs or customer service. This feedback helps identify what is working well and where improvements can be made.

Service Charge
A payment made by tenants or leaseholders towards the cost of services provided for their building or estate. 

Service Charge Reconciliation
A review to check that the estimated service charge matches the actual cost of providing services. 

Service Commitments
Promises about the standard of service residents can expect from their landlord. Find out more about our Service Commitments.  

Shared / Communal Areas
Parts of a building or estate used by multiple residents, such as stairways, car parks or gardens. 

Shared Ownership
A scheme that allows people to buy a share of a property and pay rent on the remaining share. 

Sheltered Housing
Housing designed for older residents who may need some support or assistance. 

Service Level Agreement (SLA)
An agreement that sets out the expected standard of service from a contractor or service provider. 

Social and Affordable Homes Programme
A government programme that provides funding to build affordable housing. 

Social Housing
Housing provided at lower cost than the private market to help people who cannot afford market housing. 

Social Housing (Regulation) Act 2023
Legislation designed to strengthen regulation and improve standards in social housing. 

Social Landlord
An organisation that provides affordable housing for people who need it. 

Social Value
The wider social, economic and environmental benefits created by an organisation’s activities. 

Specification
A document describing the goods or services required during a procurement process. 

Suspended Possession Order (SPO)
A court order allowing a tenant to remain in their home provided they meet certain conditions, such as paying rent arrears. 

Staircasing
The process where a shared owner buys additional shares in their property. 

Social Tenant Access to Information Requirements (STAIRS)
Proposed requirements for housing providers to give tenants access to information about services and performance. 

Stakeholder
A person or organisation with an interest in a particular service or activity. 

Starter Tenancy
A probationary tenancy usually lasting around one year before becoming a longer-term tenancy. 

Statutory Succession
The legal right for certain people to take over a tenancy after the tenant dies. 

Stay of Execution of a Warrant
A court decision that delays an eviction, usually subject to certain conditions. 

SureServe
The contractor that provides gas and heating repairs for TCH homes in Kent and East Sussex. 

Swale Heating
Now known as SureServe, the contractor that provides gas and heating repairs for TCH homes in Kent and East Sussex. 

Town & Country Housing (TCH)
A social landlord providing homes across Kent, Sussex and Surrey and part of the Peabody Group. 

TCH Repairs (TCHR)
TCH’s in-house repairs team. 

Temporary Accommodation (TA)
Housing provided on a short-term basis while permanent accommodation is arranged. 

Tenancy Agreement
The legal contract between a landlord and tenant that sets out their rights and responsibilities. 

Tenancy Audit
A visit to confirm who is living in a property and ensure the tenancy is being used correctly. 

Tenancy Fraud
The misuse of social housing for personal gain, such as unlawful subletting or providing false information on a housing application. 

Tenant
A person who rents a property from a landlord. 

Tenancy Management
The day-to-day work of managing tenancies and supporting residents. 

Tenant Satisfaction Measures (TSMs)
Measures that social landlords must report annually to the Regulator of Social Housing about service performance and resident satisfaction. 

Tender
A formal offer submitted by a contractor to provide goods, works or services. 

Tenure
The legal arrangement under which someone occupies a property, such as renting, leasehold or ownership. 

Terrier Maps
Maps showing land and property owned by an organisation. 

Tenant Participation Advisory Service (TPAS)
An organisation that supports tenant involvement in social housing. 

Total Mobile
A management system that allows TCHR to raise orders, schedule appointments in with operatives, provide appointments to residents and allow us to audit the repair. 

Under Occupation 
A situation where a property has more bedrooms than the household needs. 

Universal Credit 
A government benefit that helps people with living costs and replaces several older benefits. 

Unitary Authority 
A local council responsible for all local government services in its area. 

Unlawful Subletting 
A form of tenancy fraud where a tenant rents out their home without the landlord’s permission. 

Value for Money (VFM) 
Achieving the best possible outcomes from the resources available. 

Value for Money Standard 
A regulatory requirement for social landlords to use resources efficiently and effectively. 

Violence Against Women and Girls (VAWG) 
A term used to describe violence and abuse directed at women and girls. 

Void 
An empty property waiting to be re-let or repaired. 

Warm Homes: Social Housing Fund 
A government fund that helps social landlords improve the energy efficiency of their homes. 

Warm Home Discount 
A government scheme providing a discount on energy bills for eligible households. 

Welfare Reform 
Changes made by the government to the welfare and benefits system. 

White Paper 
A government document outlining detailed policy proposals. 

Work in Progress (WIP) 
Repairs or works that have started but are not yet complete. 

Women in Social Housing (WISH) 
A networking organisation that supports women working in the social housing sector.