Scrutiny group review – ending a tenancy

Recently, the group carried out a detailed review of how customers end their tenancy. They looked at the whole journey – from the moment someone first thinks about moving out, to the day they hand back their keys. This included people moving to another Cottsway home, moving to a different landlord, or dealing with a tenancy after a bereavement.

Their aim was simple - to understand the customer experience, to see what works, and to make the process as clear and supportive as possible.

To understand the full customer journey, the group looked at our letters, forms, policies and website, reviewed other landlords’ websites, surveyed customers who had recently ended their tenancy, met with Cottsway staff to hear their views, and checked complaints made since April 2024 to see where issues had occurred.

The group provided 13 recommendations, and these are now being looked at so we can make changes where possible.

• Read their Ending a tenancy review summary