Authority to Act
This is where you give someone permission to act on your behalf. This may happen in three ways:
- Someone gets in touch when you are with them and asks to speak on your behalf. When this happens, we will need you to come on the phone to give temporary agreement that we speak to the other person
- You can get in touch to add authority to act with an expiration date so it only runs for set period of time that you agreed to. This can be helpful you're away from their property for a period of time, such as on holiday or in hospital.
- You give someone a long standing agreement to act on your behalf about your tenancy
- The person with authority to act must be over the age of 18.
There are some actions that only the customer themselves can do, such as signing or ending a tenancy, making changes to a tenancy and other legal changes.
You can add a nominated person by logging into your Online Account, clicking on the silhouette of a person on the left and completing the permission to discuss form which you can request by getting in touch.
It's your responsibility to keep this information up to date and ensure that the person with authority to act has agreed to it.
- Sometimes a customer’s affairs need to be managed by another person under a Power of Attorney or a guardianship or by other similar court orders. This can be a family member, a friend or a professional, such as a social worker
- It's important to let us know when this happens, so we can share information about the tenancy and contact the right person if needed
- Please send us a copy of the Power of Attorney or court order, along with contact details of the person who has responsibility for the customer’s affairs. We’ll get this on our system and contact you with confirmation. You can send the copy through Live Chat, WhatsApp or by post
- Advocates help individuals express their views, make informed decisions, and stand up for their rights
- Advocates can be paid professionals, a volunteer or a friend or family member
- An advocate does not necessarily have authority to act. It's more likely that the advocate will attend meetings with you to enable them to get their voice or opinion heard. If the customer wants to give the advocate “authority to act” they need to follow that process
An advocate can:
- listen to your views and concerns
- help you to explore options and rights
- provide information to help you make informed decisions
- help you contact relevant people, or contact them on your behalf
- accompany and support you in meetings or appointments
- support you to ask all the questions
- make sure all the points you want covered are included in the meeting
- explain options to you without giving their opinion
- help keep you safe during the meeting – for example, by asking for a break if they feel you may need it
Advocates should not:
- give their personal opinion
- solve problems and make decisions for you
- make judgements about you
We may contact or use your emergency contact or next of kin information if we can’t get in touch with you and we’re either concerned for your safety or the safety or security of your home. We'll usually only do this after trying all other avenues (which may include emergency services).
