Ark Housing will not discuss any aspect of a tenant’s tenancy with another person unless written authorisation has been given by the tenant. For example, if a member of another agency such as Citizen’s Advice Bureau contacts the Association to discuss a tenant’s rent account, we will advise them that we are not at liberty to do so and require written authorisation from the tenant. This written authorisation will only apply to those agencies the tenant has specified in his/her letter. 

Also, before providing any information to another agency or discussing a tenant’s tenancy, the Association will ask for the person’s name and contact number and then return their call. This enables us to check that the person is legitimate and is employed by the organisation they stated.

We can discuss the Association’s broad policies with other agencies without the consent of the tenant. For example if an agency contacts the Association regarding a tenant who is in rent arrears, we can discuss with them our rent arrears procedure and the steps involved in recovering monies owed. However, we would never discuss the level of arrears a tenant has without their consent.