Frequently asked questions

Your local council is usually the starting point. Our affordable rented homes are generally let through local authority housing registers and nomination arrangements, so you will normally need to apply to your council before you can be considered for a Zen home. We do not generally accept direct applications.

Waiting times vary significantly depending on your circumstances, the area you are applying in and the availability of suitable homes. Your local council will be best placed to explain how its housing register works and what you can expect.

You buy an initial share of a home, usually with a mortgage and deposit, and pay rent on the remaining share. Initial shares are commonly between 25% and 75%, although some homes may allow you to start with a smaller share, potentially from 10%. Over time you may be able to buy more of your home through a process known as staircasing.

Shared ownership is designed for people who cannot afford to buy a suitable home outright. You will generally need to be at least 18, have a household income of less than £80,000 a year, or £90,000 a year in London, and be able to afford the deposit, mortgage, rent, service charges and other ongoing housing costs. You would not normally be able to own another property when you complete your purchase.

You are generally free to make ordinary decorative changes. Other alterations may require our permission under the terms of your lease, particularly where they affect the structure, exterior, services or other parts of the building. If you are unsure whether permission is required, please contact us before carrying out the work.

Staircasing lets you buy additional shares in your home over time. As the share you own increases, the rent you pay on the remaining share normally reduces. The minimum and maximum you can buy at each stage, and whether you can reach 100%, depend on the staircasing provisions in your lease.

Alongside your mortgage and rent, budget for service charges where they apply, solicitor and mortgage fees, moving costs, and the cost of maintaining the parts of your home you are responsible for. Staircasing later on may also involve valuation, legal and mortgage costs.

We work with developers on a range of affordable housing opportunities across England, including acquiring affordable homes within new developments, Section 106 and other affordable housing requirements, forward funding and forward purchase arrangements, and acquiring both rented and shared ownership homes.

Schemes of different sizes and in a range of locations. We focus on high-quality, well-located homes that meet our investment, safety and management requirements and can be successfully integrated into our existing portfolio.

We have an established governance and approval process, and we aim to work collaboratively with partners to progress suitable opportunities efficiently and transparently.

We take a long-term approach to the homes we acquire. Our focus is not simply on completing transactions, but on making sure homes are well designed, safe, energy efficient and capable of being managed effectively for residents over the long term.

Yes. Zen Housing Group is the group identity used for our three Registered Providers of Social Housing. Each is a separate legal entity and is individually registered with, and regulated by, the Regulator of Social Housing.

We follow a governance framework with oversight from an experienced board and leadership team, including an Audit and Risk Committee.

If you are unhappy with the service you have received, you can complain through the form on our complaints page, by email, by telephone, in person, through Pinnacle, or through someone representing you. You do not need to use the word "complaint" for us to treat your concerns as one. Our process has two stages, and afterwards you can take your complaint to the Housing Ombudsman Service.

As a regulated provider we follow industry best practice and the legal requirements that exist to protect our customers. Your lease sets out the rights and responsibilities that apply to your own home.

We are a for-profit organisation, and we reinvest in quality housing and customer support.