Your tenancy
Customer home alterations

If you have lived in your current home for over 12 months, you are eligible to apply to carry out certain alterations and improvements to your property at your own expense.

It is important you seek permission before you make any alteration to your home to avoid breaching your tenancy. Without permission, you risk having to restore the property to its original condition at your own expense. Please read this page carefully before submitting a request and starting any work.

This process is for rental residents. If you are a leaseholder wishing to carry out alterations which need our permission, there will be a different process to follow. Please contact a member of the Asset Management team.

Customer process: Step by Step

Check categories & FAQs
See if you need approval for your specific request.
Gather details
Specifications, sizes, materials, and locations for your request.
Submit your request
Use your online portal or contact customer services with all details.
Wait for a response
Receive a decision within 28 days (after all info is received).
Decision & next steps
Read the decision and follow any terms, conditions, and timelines.

Customer process (detailed)

Timescales

From request to decision stage:

Please allow 28 days for a decision to be made. If further documentation is requested following the initial submission, the 28 days will start once we are in receipt of everything needed to process the request.

Completing approved works:

Approved works must be completed within 6 months of approval decision due to possible policy changes. Request for extension will be considered. If your 6-month deadline is approaching please get in touch to request an extension.

Any appeals must be made within 28 days following the refusal decision.

Categories

Please see below a list of alterations set out into categories of which ‘Do Require Consent’, which ‘Do Not Require Consent’ and which are ‘Not Permitted’.
Permission is discretionary, and each request will be reviewed on a case-by-case basis. If your request isn’t listed, please submit a request form with as much information as possible so we can investigate and provide a decision.

Categories which 'DO' require consent
  • Installation of electric fire, sockets, shower or any electrical works (supporting information: these will require an electric certificate)
  • Installation of any CCTV cameras including Ring doorbells (supporting information of where the camera is to be installed and the area it will capture will be needed. If hard wired, then an electric certificate will also be needed)
  • Any installation of hard surfacing to the garden (please take time to check if a planning application for the work would be needed before submitting an application)
  • Installation of fencing, raising of existing fence height or removal of hedges to replace with fencing
  • Installation of a driveway (please take time to check if a planning application for the work would be needed before submitting an application)
  • Installation of a mixer shower or internal taps
  • Garden sheds and concrete bases (please be aware that all sheds must be at least 2m from the property, 1m from any other boundary and the combined space of all sheds (if multiple) must not exceed 25% of the garden space)
  • Kitchen or bathroom upgrades (a full plan with all specifications, contractor details and designs will be needed)
  • Installation of EV car chargers (a driveway is needed for approval)
  • Installation of media walls
  • Outdoor or external lighting
  • Replacing of internal doors (we will not approve any internal doors that have a lock on - other than bathroom - due to safeguarding reasons)
Categories which 'DO NOT' require consent
  • Outside Tap
  • Sky Dish
  • Installation of a Smart Energy Meter and/or Water Meter
  • Fitting of a Washing machine or Dishwasher in the kitchen if space is provided or available (approval is required if you intend to remove a unit)
  • Carpets/vinyl flooring (approval is required for wetroom floors)
  • Internal painting/decoration
  • Installation of WIFI
  • Aerial (Unless your property is a flat)
If your property is a new build there may be statutory consents and therefore it is essential you check with us in this instance due to possible development site restrictions.
Categories which are 'NOT' permitted
  • Loft conversions
  • Splitting or opening up rooms
  • Conservatories
  • Soundproofing
  • Cat flaps installed into doors
  • Solar panels
  • Loft boarding
  • Ponds
  • Greenhouses
  • General structural works
  • Painting the front or rear door
  • Log burners/open fires (*In line with the Customer Home Alteration Policy, we do not allow any open flue appliances)
Per 6.10 of Gas Policy:
Aspire is committed to the removal of all open flue and flueless gas appliances (except for natural gas cookers) from its housing stock due to the high-risk nature of these appliances.

How to Appeal a Decision

Submit your appeal
Appeal within 28 days of the refusal decision, either via your online portal or by contacting customer services.
Await response
Appeals will be responded to within 20 working days of receipt, either via the portal or by letter for non-portal customers.
Final decision
Appeals are handled by a manager outside the original decision process to ensure fairness. The appeal decision is final and cannot be escalated through the customer feedback process.
Tip: Make sure to include all relevant information and documentation with your appeal for a faster resolution.

FAQs and Guidance

Do I need planning permission?
In some circumstances, you may also need planning permission for certain alterations. We advise you to check with your local council or planning office.
Planning permission and building regulations
Apply for a dropped kerb
What happens if I move out of my home after completed works?
You may need to return your property to its original condition upon moving out, depending on the type of works undertaken. It’s important to leave your home in a lettable standard ready for a new customer.
Can you refuse my request?
Yes, there are certain occasions. We will judge on a case-by-case basis and full reasoning will be provided to you.
Who can I use to carry out the works?
Please ensure you use competent or qualified tradesmen depending on the type of work.
Checkatrade.com can help you find local experienced tradesmen.
For electrical works, tradesmen must be NICEIC registered and provide an EICR certificate upon completion.
Do I need to do anything on the completion of work?
Yes, you’ll need to take photographs of completed works and email them to us with your Completion Form (click here or use the download button above). If your approval response requests specific certificates or a post-inspection, please ensure these are sent or arranged as requested.
Can I make an alteration if my home is a new build and is within the defects period?
If your property is newly built, there is usually a 12-month defects period during which the developer is responsible for repairs and snagging. Alterations should not be carried out during this period.
Some new developments have conditions restricting changes—contact us and we can check this for you.
Who is responsible for the maintenance of the alterations I make?
You are responsible for maintaining any alterations you make. Aspire Housing accepts no responsibility for any damage caused during or arising from the work, either at the time or later.
Am I able to claim compensation for the improvement if I move out of my property?
Subject to your tenancy agreement, compensation may be available at the end of your tenancy for specific types of improvements with Aspire’s consent. Any compensation given will allow for depreciation (i.e., it may be less than the original cost).

Alterations request

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