Executives at Sustain (UK) Ltd, one of Birmingham’s major providers of supported exempt accommodation, have urged for urgent implementation of new regulations and stricter enforcement to eliminate rogue landlords who exploit vulnerable tenants for profit.
The company, part of the city’s ‘big five’ exempt accommodation providers, is responding to growing community frustration following BirminghamLive investigations and resident campaigns which linked parts of the sector to tenant exploitation, criminal activities, and negative impacts on neighbourhoods. These revelations have led to widespread condemnation from residents, community leaders, and politicians, branding the sector as detrimental to the city.
In response, providers including Sustain UK have formed the Supported Exempt Accommodation Forum to promote better practices within the sector. They welcome forthcoming government plans to introduce robust measures aimed at improved regulation, expected to come into effect next year.
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In a candid interview, Sustain’s Deputy Chief Executive Bill Flood and Operations Director Tom Barwell outlined their commitment to addressing significant challenges facing the sector. They acknowledged that, while some damage to the sector’s reputation has already been done, many providers strive to support vulnerable tenants responsibly.
Mr Flood expressed frustration that the work of reputable firms and charities dedicated to safe and caring support is often overshadowed by the negative actions of ‘bad actors.’ He highlighted that Birmingham’s exempt accommodation sector is unparalleled in size, housing more than 32,000 tenants across over 12,000 properties citywide. Most tenants reside in converted family homes shared by four to six individuals.
Sustain currently manages approximately 1,500 tenants in around 300 properties, comprising a mix of converted homes and larger hostels. Although currently classified as ‘non-compliant’ by the Regulator of Social Housing due to governance and financial viability issues, the company is actively working with regulators and Birmingham City Council to achieve compliance and enhance quality standards.
Despite its non-compliant status affecting its council accreditation, Sustain has demonstrated strong tenant satisfaction levels, achieving a 92% score in recent independently validated surveys, among the highest nationally.
Mr Flood emphasised the distinction between responsible providers focused on tenant welfare and those neglecting their duties. Mr Barwell added that Sustain implements an intensive vetting and assessment process for new tenants, countering claims that some companies place tenants without proper consideration of individual needs or community impact.
He described their ‘onboarding’ process, which includes comprehensive interviews and assessments to ensure tenants are placed in environments conducive to their wellbeing. Support plans are developed collaboratively with managing agents to address issues such as undisclosed addictions or long-term mental health challenges that may not be apparent initially.
While the sector is required to provide ‘more than minimal’ support, interpretations vary widely. Sustain advocates for meaningful, adaptable support tailored to individual tenant needs, which may include regular visits, phone support, or intensive work with specialist agencies. Tenant liaison teams maintain communication with both residents and neighbours, striving to promptly address any arising issues and keep the community informed.
In the past year, Sustain received roughly 330 service requests related to its tenants, with fewer than 100 involving anti-social behaviour. Most complaints were resolved within a week. Seventeen cases escalated to formal investigations covered issues such as bullying, substance misuse, and persistent disruptive behaviour. Attempts are made to mediate these situations, with eviction regarded strictly as a last resort.
Eviction procedures are challenging, reflecting the high legal threshold and the courts' preference to support tenants remaining in their homes where possible. Mr Flood explained that this often results in suspended orders and repeated attempts to work with tenants rather than immediate removal.
He acknowledged community perceptions of inaction in severe cases but stressed the firm’s ongoing commitment to balancing tenant rights with neighbourhood wellbeing.
Sustain UK concludes by reiterating the need for robust regulation and industry-wide cooperation to uphold the dignity and safety of vulnerable tenants while maintaining harmony within Birmingham’s communities.
Anyone with experiences of living in or near supported exempt accommodation properties is encouraged to share their stories by contacting [email protected].