Milton Keynes City Council has launched a new initiative called ‘Call Before You Serve’ aimed at helping landlords keep tenants in their homes.
The scheme closely mirrors Wolverhampton’s recently introduced ‘Call Us First’ programme, which offers straightforward guidance to landlords and letting agents to help prevent homelessness.
With this new service, landlords, tenants, and housing professionals in Milton Keynes can access free mediation to resolve disputes before they reach the stage of formal eviction notices.
The main goal is to maintain stable tenancies and avoid the emotional and financial strain that often comes with eviction proceedings.
Tenancy support and advice
Councillor Ed Hume, who serves as the cabinet member for housing at the council, shared his thoughts on the importance of preventing evictions wherever possible. He noted that nobody wants to see a tenancy come to an end through eviction, recognising the distress it can cause for both tenants and landlords alike.
By providing early advice and support, the council hopes to help tenants stay in their homes and avoid the risk of homelessness. This proactive approach, he explained, is not just about supporting tenants, but also about working closely with landlords to help them find more positive solutions rather than resorting to formal eviction proceedings.
Councillor Hume encouraged landlords and tenants to contact the council at the first sign of difficulties. “We’re urging both landlords and tenants to talk to us first,” he said, highlighting the benefits of open communication in resolving disputes before they escalate.
The service offers a range of tailored guidance for both parties. For tenants, this might include help with budgeting, connecting them to financial assistance schemes, or offering advice on managing arrears. By addressing the root causes of financial strain or conflict, the council aims to reduce the likelihood of eviction notices being served.
For landlords, the initiative provides clear information on their legal obligations, as well as practical alternatives to eviction, such as mediation and flexible repayment plans. This approach acknowledges that many landlords would rather keep reliable tenants than go through the costly and time-consuming process of eviction and finding new tenants.
At the heart of this new scheme is free mediation, which offers a neutral space for landlords and tenants to discuss issues and find fair solutions. By resolving disputes early, the council hopes to ease the emotional burden and financial pressure that legal proceedings often bring.
The council’s wider goal is to build more stable and secure tenancies across the city, helping to create a housing market where both tenants and landlords feel supported. Initiatives like this reflect a growing recognition that prevention is often more effective – and more humane – than enforcement when it comes to housing challenges.
Ultimately, the council hopes that by encouraging open dialogue and providing practical resources, they can reduce the number of evictions and keep more people in safe, stable homes.
Council will evaluate
The council has stated that in situations where it isn’t possible for tenants to remain in their current homes, staff will step in to help them find suitable alternative accommodation. This ensures that even when staying put isn’t an option, residents aren’t left facing homelessness without support.
In addition, housing professionals and frontline services have the option to refer individuals and families who might need help. These referrals can lead to tenants and landlords receiving rent advice, access to mediation services, and guidance on financial assistance that could make a real difference.
To make the process as straightforward as possible, the council has set up an online referral form. Landlords and tenants can easily share their details through this platform, which is designed to quickly capture key information about each case.
Once a referral has been made, the council will carry out an assessment of the circumstances to better understand what has led to the risk of eviction or housing instability. From there, staff will work to uncover any underlying problems—whether they relate to finances, communication breakdowns, or other challenges.
The next step involves putting together a practical plan aimed at bringing landlords and tenants together to find a solution. This could mean arranging mediation sessions to help resolve disputes or offering direct financial support to help cover rent arrears and maintain the tenancy.
By focusing on early intervention and tailored assistance, the council hopes to reduce the number of evictions and keep as many people as possible securely housed. Ultimately, the approach recognises that behind every notice served is a real person or family, and that preventing homelessness benefits the whole community.
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