Resident area
Everything you need to know about living in a Turning Tides property
Understanding your home with us
Living with us means staying in a short to medium-term home that supports your journey towards a more stable future. Our properties are designed for single people moving on from homelessness and, as your landlord, we’re committed to providing safe, well-maintained homes where you can feel supported. Each home has a dedicated housing manager you can speak to for support or advice.
When you move in, you’ll be given a Welcome Pack which includes a two-way agreement on what to expect while you live with us. This includes your licence agreement, house rules and expectations – these have been coproduced with other residents to keep the community safe and welcoming – as well as health and safety and general information about the project you’re moving into.
You will have an ‘Excluded Licence Agreement’ which allows you to stay in your room/ flat for an agreed amount of time. This has a legal standing which means Turning Tides, as your landlord, can act quickly if a person breaks the terms of the agreement or engages in behaviours that are dangerous or illegal. This helps to keep everyone safe.
While you’re with us, we’ll work alongside you to build the skills and confidence needed for your next steps. We’ll provide you with support – and in return we need you to engage in the work, investing in yourself and your future.
Managing your home
Reporting Repairs
Turning Tides has a dedicated Maintenance Team so we can respond to repairs quickly and efficiently. In 2024, we responded to 763 maintenance requests and achieved 94% of our response time targets.
To report a repair you can talk to any project staff and they will help you, or you can use our online contact form.
In case of emergency, please contact the on-call manager. Instructions for this will be provided to you when you move in.
Your rent and service charges
You will be liable to pay both rent and service charges to Turning Tides, as your landlord, for the duration of your licence agreement / stay with us:
- Rent: The rent is a Social Housing regulated rent, meaning we charge less than market rates and provide lower-cost housing. Should you qualify, the rent is eligible for Housing Benefit, and our staff can help you apply for this as soon as you move in (or before if needed). Turning Tides will use the rent payments we receive to pay for the cost and upkeep of the project, as well as for support costs.
- Service Charge: In addition to rent, you will need to pay a service charge. This will cover the costs of communal utilities, cleaning and (where relevant) food. You’ll be expected to pay this weekly out of your benefits or other income.
Your Licence agreement will outline the costs of the rent and service charge that you’re expected to pay. Turning Tides is a charitable organisation and, as we don’t have money to spare, we rely on these payments to keep projects running.
Complaints and service requests
We want you to have a good experience when you live with us, and we’re keen to listen to your feedback on how things have been for you.
If you have a compliment, comment or complaint about our service, staff or other clients, please feel free to talk to a manager or a member of staff in the first instance. If you don’t feel comfortable doing so, then you can use our online contact form, phone our Central Services number on 01903 680740, or write to:
Quality team – Complaints
Turning Tides
Worthing Town Hall
Chapel Road
Worthing
BN11 1HA
In 2024, we dealt with 63 complaints. These varied in nature from both internal and external sources. We aim to respond to all complaints promptly and with an open mind. We’re committed to learning from our mistakes.
Be a part of decisions
We value your voice and involvement. Working together with residents helps us create better services and stronger communities – we call this coproduction. If you have any feedback or would like to take part in the next coproduction meeting, please speak to your housing manager.
Standards we must follow
Turning Tides is a registered charity, regulated by the Charity Commission which registers and regulates charities in England and Wales.
Turning Tides is currently applying to become a Housing Association. Once successfully registered, we’ll become accountable to the Regulator for Social Housing and the Housing Ombudsman Service.
The Housing Ombudsman Service
Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
Care Quality Commission (CQC)
We have one CQC registered service, that is the Recovery Project.
Phone: 03000 616161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk
Turning Tides has a set of Policies and Procedures informed by the various legal frameworks and regulations we must follow. These are available for staff to guide their work and make sure we continue to strive towards best practice.
