Renting
a Zen home

The simplest and fastest way is through their Ark app, which you can download here.

Rent and payments

Your rent is set in line with the relevant legal and regulatory requirements and any restrictions that apply to your home. We review rents annually and will give you at least four weeks’ notice of any change.

If you are having difficulty paying your rent, or need help applying for Universal Credit or Housing Benefit, please contact Pinnacle. They can help you understand what support may be available and assist you with the application process.

Changes to your household

Please let us know if there is a change to who is living in your home, for example if someone moves in or out, your household circumstances change, or your contact details need updating. Some changes may affect your tenancy or the information we need to hold about your household, so it is important that our records stay up to date.

Keeping us updated

Please tell us if your contact details change or if there is anything we should know that may affect how we communicate with you or provide services to your household. This could include accessibility or communication needs, or other changes in your circumstances that you think we should be aware of.

What safeguarding means

Safeguarding means protecting children, young people and adults who may be at risk from abuse, neglect or harm. Safeguarding is everyone’s responsibility, and concerns should be reported so that the right organisations can assess what action may be needed.

Who to contact

If you are concerned about a child or young person, contact your local authority’s children’s social care team.

If you are concerned about an adult who may be at risk, contact your local authority’s adult social care or safeguarding team.

• Find your local council →

Our safeguarding policies

You can read more about how we approach safeguarding in our Safeguarding Adults Policy and our Safeguarding Children and Young People Policy.

• Safeguarding Adults Policy →
• Safeguarding Children and Young People Policy →

What anti-social behaviour is

Anti-social behaviour can take many forms, from persistent nuisance to serious harassment or threatening behaviour. It includes conduct that causes, or is likely to cause, harassment, alarm or distress, or nuisance or annoyance connected with someone’s home.

Examples can include persistent or excessive noise, harassment, threats or abusive behaviour, damage to property, criminal activity, hate-related behaviour and domestic abuse.

If you are experiencing anti-social behaviour, please report it to our customer service partner, Pinnacle, through the Ark app.

It is important to acknowledge that your neighbours’ differing lifestyles, routines and habits can lead to tensions, disagreements or clashes. However, these are not always anti-social behaviour.

Things that would not normally be considered anti-social behaviour include:

• Babies crying
• Children playing
• Cooking smells
• One-off parties, BBQs and bonfires
• Different lifestyles, routines or cultural practices
• Noise owing to poor sound insulation

Where it is safe and appropriate to do so, talking calmly to your neighbour may sometimes help resolve everyday disagreements before they become more serious. However, you should not approach someone if you feel unsafe or threatened.

Report anti-social behaviour

If you are experiencing anti-social behaviour, please report it to our customer service partner, Pinnacle, through the Ark app. Please provide as much information as you can about what has happened, including dates and times where possible.

What happens next?

Pinnacle will consider the information you provide, assess any risks or vulnerabilities and decide what action may be appropriate. Depending on the circumstances, this could include working with you to resolve the issue, mediation, working with the police or local authority, or taking other appropriate action.

Our Anti-Social Behaviour Policy

You can read more about how we respond to reports of anti-social behaviour, the action we may take and how we work with other organisations in our Anti-Social Behaviour Policy.

• Read our Anti-Social Behaviour Policy →