Mutual Exchange – policy consultation

We asked customers for feedback on our Mutual Exchange Policy to help make sure it is clear, accessible, and easy to understand. 

Your feedback has helped us improve the policy and the information we provide to customers.

Your voice

  • You'd like tenancy types and legal terms explained more clearly. 
  • You want easier access to guidance and information about mutual exchanges.
  • You'd like more information about Right to Buy and Right to Acquire. 
  • You want more clarity about refusals, appeals, and how decisions can be challenged. 
  • You'd like information to be more accessible for people with reading difficulties, visual impairments, or for whom English is not a first language. 

Your impact

What we’ve done

  • Added a glossary to explain tenancy types and legal terms and clarified who the policy applies to. 
  • Added links to HomeSwapper information. 
  • Added an appendix outlining the main reasons a mutual exchange application may be refused. 
  • Increased the appeal timescale from five days to 10 days. 
  • Clarified the appeals process, complaints route, and access to the Housing Ombudsman.

What we’re doing

  • Developing an Easy Read version of the policy with larger text, simpler language, shorter sentences, and supportive graphics. 
  • Preparing additional website information and guidance, including links that will be added when the new website launches. 
  • Including information about Right to Buy and Right to Acquire within the Asset Sales Policy, once approved.

What’s next

We'll continue to review customer feedback and improve our policies and communications. This will ensure customers can easily understand the mutual exchange process and access the support and information they need.

Thank you to everyone who took the time to provide feedback. Your comments have directly influenced the improvements we've made and the work we continue to do.