We aim to keep our communications clear and jargon-free, but sometimes we need to use more technical or housing-specific terms. While we always try to explain these when we use them, customers have told us they’d find it helpful to have a simple guide they can refer to.
That’s why we’ve created the SNG jargon buster - a handy resource that explains common terms in plain English.
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
A
Affordable housing
Homes provided at lower than full market rent, for people who may not be able to afford private housing. This includes options like social rent, affordable rent and some shared ownership schemes.
Affordable Rent
Rent that is set below typical market prices - usually up to 80% of the local market rent.
Affordability Risk Assessment
A check we carry out before offering a tenancy to make sure the rent is affordable based on someone’s income and outgoings.
Anti-social behaviour
Behaviour that causes serious nuisance or disturbance to someone in or near their home, and where the person responsible has broken their tenancy agreement.
Awaab’s Law
A legal requirement for social landlords to investigate and fix serious hazards, such as damp and mould, within set timeframes.
C
Consumer standards
Rules set by the Regulator of Social Housing to make sure landlords provide safe, well‑managed homes and treat customers fairly.
Contents insurance
Insurance that protects your personal belongings in your home if they are damaged or stolen. Customers buy this themselves — it is not provided by the landlord.
Community Protection Notice (CPN)
A formal notice from the council or police that requires someone to stop behaviour that’s having a negative impact on the community.
Decant (temporary or permanent)
When a resident moves to another home, either for a short time or permanently - usually because major repairs or redevelopment work are needed.
D
Decent Homes Standard
A government standard that makes sure homes are in good repair, have modern facilities, and can be kept warm through proper insulation and heating.
Department for Work and Pensions (DWP)
The government department responsible for benefits, pensions and employment support.
Discretionary Housing Payment (DHP)
A short-term payment from the local council to help if you’re struggling to cover your rent.
Domestic Abuse (DA)
A pattern of controlling, threatening or abusive behaviour between people in a relationship or within a family.
E
Emergency repair
A repair that needs to be carried out urgently to make a home safe or remove immediate risk.
Energy Performance Certificate (EPC)
A rating from A to G that shows how energy efficient a home is.
Equality, Diversity and Inclusion (EDI)
An approach that ensures everyone is treated fairly, with respect, and has equal opportunities.
Eviction
The legal process of ending a tenancy and asking a resident to leave their home, with approval from a court.
F
Financial Conduct Authority (FCA)
The UK regulator for financial services, making sure organisations act fairly and responsibly when offering financial products or advice.
Financial viability
An organisation’s ability to manage its money well and stay financially stable so it can continue providing homes and services.
Fixed term tenancy
A tenancy agreement that runs for a set period of time, after which it can be renewed or ended.
Floating support
Support provided to people in their own homes to help them manage their tenancy or deal with personal challenges.
Focus groups
Small group discussions where people share their views and experiences on a specific topic.
Freehold
A type of ownership where you own the property and the land it stands on outright, with no time limit.
Fuel Poverty
When a household cannot afford to keep their home warm and comfortable at a reasonable cost.
G
General Data Protection Regulation (GDPR)
A set of laws that protect your personal information and make sure it’s stored and used safely.
Governance
How an organisation is directed and controlled - the systems, policies, and people that make sure it is run properly.
Green paper
A government document that sets out ideas for new policies and asks for feedback before any decisions are made.
H
Help to Buy
A government scheme (now ended in England) that helped people buy a home with a smaller deposit, often through an equity loan. You may still see it mentioned in older information.
Housing Association
A not-for-profit organisation that provides affordable homes for people who may not be able to access housing on the open market.
Housing Association’s Charitable Trust (HACT)
A charity that supports the housing sector by developing new ideas, sharing good practice and improving services for residents.
Housing benefit
Financial support to help people on low incomes pay their rent. Most working-age people now receive this through Universal Credit.
Housing for Older People (HOP)
Self-contained homes for people aged 55 and over, with local support services available to help them live independently.
Housing Ombudsman Service (HOS)
An independent official who investigates complaints from customers about their housing. They will only investigate once the customer has completed all three stages of the landlord’s complaints process.
Housing needs indicator
A measure used by local councils to estimate how many new homes are needed in an area.
I
Income management
How we support and manage rent payments, helping residents stay on track and reduce arrears.
Injunction
A court order that requires someone to do something or stop certain behaviour. It can be used to address anti-social behaviour or allow access for essential repairs or safety checks.
Inside Housing
A news publication that shares updates and insights about housing policy and the wider housing sector.
J
Joint tenancy
When two or more people share a home and are all named on the same tenancy agreement, with equal rights and responsibilities.
L
Leasehold
A type of home ownership where you own the property for a set number of years, but the landlord owns the land or building it sits in.
Legislation
Laws made by the government.
Local Authority
Your local council, responsible for services like housing, planning, schools and waste collection.
Local Housing Allowance (LHA)
Support that helps people renting privately to pay their rent, usually as part of housing benefit or Universal Credit.
Low-cost ownership
Homes designed to help people buy at a lower cost than the full market price.
M
Market rent
The rent set by private landlords, based on local rental market prices. See also Social Rent and Affordable Rent.
Merger
When two or more organisations join together to become one larger organisation.
Ministry of Housing, Communities and Local Government (MHCLG)
The government department responsible for housing, communities and local government policy in England.
Mortgage
A loan used to buy a home, which is secured against the property.
Mutual exchange
A process that allows social housing tenants to swap homes with another tenant, if certain conditions are met.
N
National Housing Federation (NHF)
An organisation that represents housing associations in England and supports the sector.
Net surplus
The money left over after all costs and expenses have been paid. This is similar to “profit,” but for a not‑for‑profit organisation it is reinvested into homes and services.
Not-for-profit
An organisation that reinvests any surplus income back into its services or homes, rather than paying profits to shareholders.
Notice of Seeking Possession (NOSP)
A formal notice from a landlord explaining that they may take legal action to take back a property if a tenancy agreement has been broken.
Notice to Quit (NTQ)
A formal notice used by either a landlord or tenant to end a tenancy agreement.
O
Open market sales
Homes sold at full market price, usually to help fund affordable housing and other services.
Operating surplus
The money the organisation has left after paying the day‑to‑day costs of running homes and services.
Operating margin
A percentage that shows how much of the organisation’s income is left after daily running costs. A higher percentage means the organisation is managing its money more efficiently.
P
Personal Independence Payment (PIP)
A government benefit to help people with long-term health conditions or disabilities cover extra living costs.
Planned Maintenance
Repairs or improvements that are scheduled in advance, such as replacing kitchens, bathrooms, roofs or windows.
Private rent
Homes rented out at full market rent, not at the lower social or affordable rent levels.
Procurement
The process of buying goods, services or works from suppliers.
R
Regeneration
Improving an area by rebuilding or upgrading homes and the surrounding neighbourhood.
Regulator of Social Housing
The national body that makes sure social housing providers are well run, financially sound, and meet required standards.
Re-let
A home that has been let to a new tenant after the previous resident has moved out.
Rent standard
Rules set by the Regulator of Social Housing that guide how rents are set and increased.
Renters’ Rights Act
A law that introduces stronger rights and protections for tenants.
Resident
Anyone living in an SNG home, including tenants, shared owners and leaseholders.
Responsive repairs
Repairs we carry out after a resident reports an issue.
Retrofit
Improvements made to older homes to make them warmer, greener, or cheaper to run — for example, better insulation or new heating systems.
Right to Acquire (RTA)
A scheme that allows eligible housing association tenants to buy their home at a discount.
Right to Buy (RTB)
A scheme that allows eligible council tenants to buy their home at a discount.
S
Service charge
A fee residents pay for services in shared or communal areas, such as caretaking, cleaning, or gardening.
Service Charge Reconciliation
A check to compare estimated service charges with the actual cost of services.
Shared ownership
A government-backed scheme that helps people buy a home by purchasing a share of the property and paying rent on the remaining share.
Social landlord
An organisation that provides affordable housing for people who need it.
Social Value
The wider benefits we create for communities, including social, economic and environmental impact.
Staircasing
The process of buying more shares in your shared ownership home.
Social Tenant Access to Information Requirements (STAIRS)
Proposed rules to help tenants access clear information about services and performance.
Supported housing
Housing for people who need extra help, where different levels of support are provided depending on their needs.
T
Temporary Accommodation (TA)
Short-term housing provided while a longer-term home is arranged.
Tenancy agreement
The legal contract between a landlord and tenant, setting out rights and responsibilities.
Tenancy fraud
Using social housing unlawfully, for example by subletting without permission or giving false information.
Tenant
Someone who rents their home from a landlord.
Tenancy management
Our day-to-day work to manage tenancies and support residents.
Tenant Satisfaction Measures (TSMs)
Annual measures that show how well landlords are performing and how satisfied residents are.
Tender
A formal offer from a supplier to provide goods, services or work.
Tenure
The type of arrangement under which you live in a home, such as renting, leasehold or owning.
U
Universal credit
A single monthly benefit payment that is paid directly to an individual.
Unitary authority
A local council that is responsible for delivering all local services in its area.
Unlawful subletting
When a tenant rents out their home without permission from their landlord - this is a type of tenancy fraud.
V
Value for Money (VfM)
Making the best use of resources to deliver the best possible outcomes for residents.
Value for Money Standard
A requirement for social landlords to show they are using their resources efficiently and effectively.
W
Women in Social Housing (WISH)
A networking organisation that supports and connects women working in the social housing sector.
Can’t find what you’re looking for?
If there’s a term you don’t understand, or something you think we should include, get in touch - we’re always happy to help.