The following steps need to be completed before assigning to New Homes:
- Complete EOT questions in Yoda, add activity and assign to new homes confirming the below.
- Book inspection into Naomi Pang’s calendar and give AM or PM call only
- 1 month to give keys in, can be handed in any day but must be in by 12 or will be charged for that day
- We need to say it ends a month after death (or earlier if keys are returned), there is no extension, legally the contract ends
- Inform of current balance and clearance needed by the time keys come in – if unable to clear – payment plan is needed
- Ask for forwarding address and update Yoda, this can be found under ‘current mailing address
- We need to manage expectations and advise about properties needing to be empty
Notified of death
You will need to advise the caller of the following:
- Deceased TMI to be completed
- Ask for the next of kin or power of attorney name, address and phone number – if not in Yoda ideally this needs to be set up and added as the caller, if caller isn’t NOK then take their information from them
- Advise the caller that if the deceased Contract Holder was in receipt of housing benefit, they need to call Torfaen Council to advise – or DWP for UC payments
- Ask for a copy of the death certificate for us to end the account
- Ask for the date of death
- Advise that rent will continue to be added to the account until keys are handed in to us
- If appropriate inspection to be booked in with Naomi whilst on the call with family – dates added into TMI
TMI completed with all above information, link of TMI sent to deceasedContract Holdersgroup@bronafon.org.uk and assign TMI To CHO