Transfer of Engagements - Resident Consultation next steps and FAQs

Resident Consultation on the Transfer of Engagements

Thank you to everyone who took part in our recent consultation. The process ran for six weeks, from 20 October to 1 December 2025, and we’re grateful for the input from 180 residents who joined online or in-person meetings or shared feedback by email.

What happens next?

We’re now reviewing all the feedback and preparing a report for the PfP Board, which will be considered in January. Once a decision has been made, we’ll share the outcome with you.

During the consultation, some residents raised issues or service concerns. We’re already working on these and will follow up directly with those affected.

Questions raised during the consultation have been collected and we’ve grouped these together and provided answers below.

Tenancies:

Will my tenancy agreement change in any way?
No, the terms of your tenancy, licence or lease agreement would not change in any way, as a result of Transfer of Engagements. Your rights and responsibilities under your tenancy/lease would remain the same.

I have a secure tenancy; will my son be able to stay in the flat when I die?
Your rights and responsibilities around succession under your tenancy/lease would remain the same. For more information have a look on the website  or please email enquiries@originhousing.org.uk

Are you planning to make changes to tenancies in the future? 
No, but if changes were to be made, they would be made in consultation with those affected.

Do we need to sign any new contracts? 
No, your contract would remain the same and you do not need to sign a new one.

If I don’t want to join the new company, is there the opportunity to join the local Council? 
Origin is already a subsidiary of PfP and has been since 16 April 2024. This process is to complete the full integration. As Origin own your building, this will transfer to PfP. If you wish to move to a different home managed by the local Council, you will need to contact them about this.

How will market rent customers be affected?
Some residents will have a managing agent. We will write and let you know if there will be any additional changes to how your home is managed. 

Rent and service charges:

Will service charges or rent increase? And how are they set?
No service charges won’t go up because of the Transfer of Engagements. Service charges can change year on year depending on the cost to provide services. 

Service charges for 1 April 2026 to 31 March 2027 will be calculated by Origin and communicated with you in February 2026. If there were any changes to the services delivered or how they are calculated, we would consult with you. 

PfP will review service charge costs using PfP systems to make sure costs are accurate for residents after 1 April 2026 ahead of any changes for 2027/2028. PfP will communicate with you about these in February 2027 before they apply 1 April 2027.

The rents charged by all Registered Providers are governed by the law and by a framework set by central government and the Regulator of Social Housing. Changes to your rent will always happen in line with this framework, reflecting government requirements and policies.

Homeowners on variable service charges will continue to receive an annual reconciliation letter. You see more on the Places for People website Rent and service charges: England - Places for People

We pay service charges, and the contractors are not very reliable e.g. cleaners and gardeners, Will someone monitor their work and make sure they are completing the work correctly and turn up regularly?
PfP promise to Customers they will keep the shared areas of your building and estate clean and tidy, and they will maintain any lifts and shared doors. Their communal areas are maintained by a mix of directly employed in-house operatives and external contracted service providers. These services include grounds maintenance, communal cleaning, window cleaning, compliance checks and some waste removal eg fly tipping. These services are chargeable. PfP will monitor and manage service levels relating to internal and external communal areas and will continue to give you opportunities to feedback on service levels and meet Colleagues on site.

Will there be more economies of scale as PfP is bigger, which can lead to reduced service charges? Or even a better / more transparent service charge process?
PfP size and resources enables them to operate efficiently and cost effectively. Any changes to service provision and charges will be shared with you and consulted on as needed. If costs are reduced in delivering services, these savings will be reflected in your service charges.

Will PfP have a policy to share the service charge breakdown?
Origin already share with you a service charge breakdown and you can ask them for more information if you need it.

After 1 April 2026 PfP will consult with you if there are any changes to your services and will share with you a breakdown of your services and charges each year. If more detail is needed the Community Housing Manager or the Customer Accounts team will be able to discuss with you.

Can we continue to pay with All Pay or at the Post Office?
You will be able to continue to pay with All Pay up to 1 April 2026.  PfP do not use Allpay, and we will help you move to a different payment method that still suits you before or as soon as possible after 1 April. You will be able to call us to arrange this, or we will contact you.

Repairs / planned improvements:

Do PfP involve Customers in sign off? In terms of signing off on communal repairs / a way to say/agree that it’s done?
PfP will welcome resident feedback when communal area repairs are needed. If there is a need to escalate to PfP that something isn’t right with the repair this can be done through the PfP Customer Contact Centre or with your Community Housing Manager.

How long will Gilmartins stay after 1 April? Will their contract be renewed?
Gilmartins will continue to carry out repair work to the same homes (those that will be formerly Origin). As PfP also work with other contractors and has their own workforce it is possible that some works will be completed by PfP or another contractor.

PfP or their managing agent will oversee repairs and will work with existing Origin suppliers and contractors where there is already a contract in place. PfP also have their own repair workforce and a wide range of contractors to use if needed. Gilmartins are on the PfP group contractor framework, they may expand the number of homes they provide repairs services to in the future. PfP will manage future contracts with Gilmartins as they do with all their other contractors.

Where can we find out the timeframes for repairs including emergency vs. non-emergency repairs. it would also be good to understand what is deemed as emergency e.g. security-related issues would be classed as what?
There will be no change to the timeframes for emergency and non-emergency repairs after 1 April 2026. This means that emergency repairs will be responded to within 24 hours and non-emergency repairs within 10 days.

Both Origin and PfP respond to reports of emergency repairs, hazards, damp and mould in line with Awaab’s Law. 

Whilst the wording may be slightly different across the two websites the cover for emergency and non-emergency repairs is similar. Depending on the detail of the security or health and safety issue it could be an emergency repair or a routine repair. After 1 April 2026 the PfP advisor when you report the repair will discuss this with you as would the Origin/Gilmartin’s advisor would if you call before 1 April 2026.

After the transfer, will there be a new system in raising service tickets and issues?
After 1 April 2026 you will call PfP using the same number you currently use for Origin to report a repair or an issue.
You will no longer contact Gilmartins direct, and all contact will go through PfP’s Customer Contact Centre (which our Customer Resolution team Colleagues will join). You will be able to report a repair by

• Calling 0300 323 0325
• Through the PfP Online Customer Portal on the website
• Email.

We will write to you again with these details and share with you a ‘How to manage my home’ leaflet to keep.

If your home is managed by a third-party managing agent, you will continue to contact them and if your home is to be managed by Touchstone or RMG (PfP managing agent companies) we will write to you with more details about who you contact.

What will happen with the outstanding planned works that have already been set if not finished by the time the take-over happens?
If we have confirmed that we will be carrying out planned maintenance or making improvements to your home, then these plans will continue as planned before and after 1 April 2026. On rare occasions we may have to reschedule works to your home for other reasons, but we would let you know if this is the case.

How long do PfP take to upgrade kitchens and bathrooms? Will the quality of kitchens and bathrooms improve?
You can find out more about PfP Planned Improvement works by visiting their website Planned Investment Works - Places for People. If your home is due to have improvement works after 1 April 2026 PfP will contact, you with more details.

PfP regularly survey their homes to understand which homes need improvement works. This is based on need and investment plans rather than a set number of years.

Current issues or complaints with Origin:

What will happen to existing building defect or design issues that Origin is currently managing — will these automatically transfer to the new organisation?
Yes, until the transfer on 1 April 2026, Origin will continue to work on putting things right where there are defects or design issues. As PfP will be taking ownership of the buildings, any defects going forward will be managed by PfP and will transfer to PfP on 1 April 2026.  You will not need to do anything to make this happen.

Will the turnover of issues and other pending complaints be transparent for each resident/ housing blocks? Will it be detailed enough for all parties to fully understand the extent of the issue?
Yes, all data and information, including complaints, is transferring to PfP and we have been working closely with PfP to understand our buildings and where there are issues. You won’t need to do anything.

What happens if I have a complaint with Origin?
If not resolved by 1 April 2026, your complaint with Origin will be managed by the complaints team at PfP. They will have all relevant information to be able to work on a resolution with you. You will not need to do anything to make this happen. 

My biggest concern is service levels received from Origin to date, and I would like to understand what we can expect from PfP once the Transfer of Engagements has been completed
Origin have been working closely with PfP to ensure that PfP is able to deliver service levels in line with those agreed with residents. For example, PfP will continue to work to the agreed service levels around emergency and routine repairs.

In 2025 PfP received the highest level of Consumer Standards grading (a C1) when the Regulator of Social Housing assessed them which we hope gives you confidence.

If the Ombudsman makes a determination or order, who will be responsible for carrying it out — Origin Housing or the new organisation?
Origin will retain responsibility until 1 April 2026. If anything is outstanding at that point the responsibility will transfer to PfP as Origin will no longer exist as a separate organisation. 

What will happen to existing complaints that are already with the Housing Ombudsman once the transfer takes place?
These complaints will transfer over to PfP to take on board any determination or any action that is requested by the Housing Ombudsman. Residents will not need to do anything to make this happen.

What can we do for current complaints that have not been resolved within the time frame sent?
Please follow the Origin process and any outstanding complaints will be picked up by PfP when the transfer happens. Residents will not need to do anything to make this happen.

Moving home:

Why is the Transfer policy changing to align to PfP now? Will I still be able to move, will I have opportunities to move to PfP properties?
Origin’s previous transfer list has operated based on a combination of priority banding and the time of application. While this has allowed us to address a range of housing needs, we have identified that an early alignment with PfP’s approach will help us better respond to situations where residents are in urgent need of a move.

The alignment with PfP’s approach means that from now on, we will be focusing our Management Transfer list for Customers who require an urgent move due to factors such as serious health concerns, safety issues, or other exceptional circumstances. This change is to ensure those with the most critical needs are prioritised and can receive the support they need as quickly as possible. 

For opportunities to move, you can consider a mutual exchange. This is when you swap homes with another social housing tenant. You can register for free with:
•    HomeSwapper
•    House Exchange - House Exchange

These websites offer social housing homes across England. 

If you have an affordable rent home or would like to move to an affordable rent home, you can search on PfP website for all affordable rent homes across the UK for a home which meets your needs.

If you are looking to move to a smaller home, we may be able to offer additional support to you.

Will the merger affect my right to buy? Some of the flats in my building have been sold. Will it be possible to buy the flat I live in. What is PfP’s policy on Right to Acquire?
If you rent your home, you may qualify to buy your home at a discounted rate through the Preserved Right to Buy and Right to Acquire schemes. Details of these rights may be in your tenancy agreement or you can consult government guidance such as the official GOV.UK Right to Buy: buying your council home: Overview - GOV.UK and GOV.UK guide on Right to Acquire Right to Acquire: buying your housing association home: Overview - GOV.UK

PfP also has a Customer Purchase Policy which also allows Customers to buy their home outside of statutory schemes. This policy is subject to eligibility criterion and the home not being restricted for sale due to legal title or similar.  More details can be found on the PfP website: Places for People Homeowners - Places for People

If I downsize to a smaller home before 1 April 2026 or after, will I keep my secure tenancy? 
Yes, if you downsize to a smaller home before 1 April 2026 the Transfer of Engagements won’t affect your secure tenancy rights. If you downsize to a smaller home after 1 April 2026 your secure tenancy rights will also continue with PfP.

Shared owners / leaseholders:

Will the terms of staircasing (buying more shares) stay the same?
Yes, the terms will stay the same. For more information please visit Places for People Homeowners - Places for People

Will any warranties, guarantees, or insurance claims tied to the building remain valid under the new organisation?
Yes, the warranties, guarantees and insurance terms will stay the same. 

Will this change affect the timelines for any lease extensions in train?
No, timelines should the remain the same and activity will transfer over to PfP if not completed by 1 April 2026. 

Can I buy the freehold of my home?
Whether you can become a freeholder depends on what type of property you own. If you own a shared ownership house, you can work towards becoming a freeholder through staircasing, which means buying additional shares in the property over time until you own 100% and become the freeholder outright. However, if you own a flat as a shared owner or on a leasehold basis, you'll remain a leaseholder unless you go through the enfranchisement process to purchase the freehold interest separately. Your lease will have more details and also refer to Places for People Homeowners - Places for People

Can I resell my home back to Origin/PfP and if so, how it would be valued?
This is not an option offered by Origin. If you would like to resell your home, please contact PfP after 1 April 2026 and they will be able to advise you.

TOE process / merger questions:

Is Origin merging or being taken over by PfP?
Origin has already merged with PfP in April 2024 when it became a subsidiary, and we are now planning to fully integrate so Origin will no longer exist as a separate entity after 1 April 2026. 

Will the same heads of services/ managers be responsible for our block (i.e head of housing, repairs, estate management, specialist repairs, etc). If not, can we have clarity on which member of staff will be for each area before the transfer goes ahead so that we know who is accountable?
We will write to you before the 1 April 2026 with details about ‘How to manage your home’ after 1 April 2026. In this letter we will let you know who to contact. You will also have a named Community Housing Manager who will be able to give you more details about who Heads of Service are in the PfP structure.

If your building is already managed by a third-party managing agent that will continue. If your building will be managed by a PfP managing agent, we will write to you and let you know.

What is Transfer of Engagement?
We are proposing to bring Origin and PfP together as a single organisation, through a legal process called Transfer of Engagements.

This change will mean that everything – including homes, services, legal responsibilities to residents and Origin employees – will move into PfP. After the transfer, Origin will no longer exist, and all residents will become part of the new, larger organisation of PfP.  

PfP is regulated in the same way as Origin, and your legal rights will be unaffected.  

The Transfer of Engagements process is a statutory process regulated by the Financial Conduct Authority (FCA) and overseen by the Regulator of Social Housing, to make sure it is carried out properly and in residents’ best interests.   

About PfP:

Who are your main contractors - where could we consult a list?
PfP plan to continue delivering services through the same trusted workforce currently used by Origin, along with our own teams and long-standing contractors. As with all our service arrangements, this will be kept under review to make sure we’re meeting Customer needs.

When a representative of PfP arrives, they will show their photo ID. If you ever want to double-check, you can contact PfP, and they’ll be happy to confirm. PfP don’t currently publish a full list of contractors, but if that ever changes it will be added to the website.

Origin did not apply for Government warmer homes funding, but PfP have been awarded £30million.   Will any of it be used for Origin?
Yes, PfP will be able to use some of this funding for Origin homes and work is underway to facilitate this. If your home is to receive improvement works from this funding Origin will be in touch with you or PfP will contact, you after 1 April 2026.

Are PfP also considered to fall under “housing association”? Are they bound by the same regulations?
Yes, PfP is a registered social housing provider regulated by the Regulator of Social Housing and follows the same regulations as Origin and other housing associations/providers.

Will local issues /concerns of residents be ignored?
PfP have homes across the UK and have a close connection with their local Communities, they play an active role in listening and understanding local issues and resident concerns. Each resident will have a local Community Housing Manager to understand and work with Customers and within the local Community. The Community Housing Manager is part of a larger area and regional team and has access to many teams to support the needs of local residents.

Will PfP be building new homes for Origin in London?
New homes are being built by PfP at two major sites in London and we are preferred bidder on two other sites. Firstly, Eastwick and Sweetwater at the Olympic Park, which is a total of around 1,800 new homes, with the second phase under construction and the third due to start in early 2026. In addition, PfP are a partner at Camden Film Quarter, which will deliver around 450 new homes for London. PfP will deliver truly mixed tenure communities which will offer homes for social and affordable rent as well as shared ownership and outright sale. Current Origin developments are now managed by PfP, and these projects are all due to complete by summer 2026.

Other:

Will there still be the same parking arrangements… really difficult to contact anyone and difficult getting a permit?
Generally, yes current arrangements will remain the same after 1 April 2026. At the end of the parking contract period, PfP will review and let you know if there are any changes. If there are any changes before 1 April 2026, we will let you know. 

Origin has been selling vacant properties to the private market through auctions. Will PfP continue this policy?
PfP like many organisations reviews the homes it owns and sometimes chooses to recycle (sell) an empty home to fund creating a new home or investing in an existing home. The aim is to improve the overall standard of homes PfP own and increase the final number of homes available, not to reduce the number of homes available.

Will the reception at 110 Eversholt Street remain? Will residents be able to report a repair at this office?
PfP will continue to maintain the Origin Offices and the reception at 110 Eversholt Street will be open to residents after 1 April 2026. Please contact PfP on 0300 323 0325 to make an appointment if you wish to visit so the right person is available to help you. In the future PfP will review and may change its office locations.

How will PfP manage special needs housing? Will it continue the same?
Yes, in supported housing services, Customers will still have the same people that work there now to support them. 

Has the developer or contractor been made aware of the transfer, and how will accountability for unfinished or defective works be maintained?
Yes, we have let our developers and contractors know that we are a subsidiary of PfP and are working towards full integration. Developers and contractors will still need to fulfil their legal and contractual obligations to PfP.