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At Twenty11, we’re always looking for ways to make our services fairer, clearer and more supportive for the people who live in our homes. Over the past couple of years, tenants have shared their feedback about how gas safety check points are weighted within the Tenancy Sustainment Licence — particularly around the impact of missed appointments.
You told us that:
We’ve already taken steps to address the last point by ensuring tenants have time to contact us before any negative points are applied. But we knew there was more we could do.
After reviewing the system — and listening closely to your experiences — we’re pleased to confirm a series of positive changes designed to make the process fairer and more balanced.
We’ve reduced the number of negative points applied for missed gas checks and increased the positive points available for providing access. These changes have now been approved and implemented:
Gas safety checks are essential for keeping you and your home safe, but we also recognise that life happens — and sometimes appointments are genuinely missed. These updates aim to strike a better balance between safety responsibilities and fairness, ensuring tenants aren’t disproportionately affected by a single mistake.
By increasing the positive points for providing access, we’re also strengthening the incentive for completing checks on time, helping everyone stay safe while supporting tenants to maintain a strong Tenancy Sustainment Licence score.
Your feedback has been central to this review. We’re committed to continuing to work with tenants to improve our services and make the Tenancy Sustainment Licence as supportive and transparent as possible.
If you have further thoughts or ideas, we’d love to hear from you at future tenant events or digital drop-ins.
