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When you become a Twenty11 tenant, you will have a Tenancy Sustainment Licence (TSL) issued to you.
Getting positive points will determine how often your rent is reviewed, and positive points can also lead to additional opportunities for you.
However, if you don't keep to your tenancy agreement or display poor behaviour (such as not paying rent or behaving in an antisocial way) you will be given negative points.
TSL points will help us to decide how often your rent is reviewed.
Your TSL makes it clear what's expected of you and the impact of your behaviour.
Each Twenty11 tenant will start on 100 points, known as their Base Points. Scores will be monitored regularly. The expectation is that every tenant will be on at least their base points level or higher when their review is due.
You can view your licence on the Twenty11 tenant portal which will show your scores and the reasons for any points. You will also be told at the time when any points are given to you.
If you get lots of positive points, that's great news, but we’ll also take into consideration whether you have negative ones. If you get negative points of minus 50 or more, your tenancy will be at serious risk as we will be taking action against you for those tenancy breaches.
So in other words we don't just look at the overall score but your negative points as well as any positive ones, so that we get a full picture of how you are conducting your tenancy.
Serious unacceptable tenancy breaches are known as ‘red line behaviours’ and these incur 50 negative points which will lead to action being taken against your tenancy.
You can find out more about what counts as a ‘red line behaviour’ in our TSL Points Directory. Examples include unacceptable behaviour such as verbal abuse to a staff member, giving us false information or neglect or serious damage to your home.
If you disagree with your points you can raise this with a staff member who will look into it. There is also an option of using our appeals process in certain circumstances.
Please see the TSL Points Directory for a full list of how you can earn both positive and negative TSL points. If there is anything that isn't clear, please ask us. We're happy to explain in more detail, and it's important to us to be transparent.
When points are assigned we’ll make sure you're clear what the reason is, and if we make any significant changes to the points structure whilst you're a tenant with us we’ll make sure you’re updated so you know what's changed.
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