Mutual exchange applications

You can exchange into a property with one additional bedroom beyond your current bedroom need (e.g., from a 1-bedroom need to a 2-bedroom property). You can check your bedroom need using this online calculator. This will help determine your eligibility and reduce the risk of refusal:

Note: Depending on your circumstances, you may be required to pay bedroom tax.

The mutual exchange process can take up to 3 months, though SNG aims to complete it sooner. (Christmas and the summer holidays tend to be busier periods.) We will keep you fully updated on the progress throughout.

The 42-day period starts once we’ve received all mutual exchange applications involved in your exchange. During this time, your landlord will decide whether the exchange can proceed and notify you accordingly.

If a decision cannot be made within 42 days, your application will be marked as "conditionally approved," and this status will be visible on your SwapTracker dashboard.

Note: the 42-day period applies only to the approval of the exchange; it does not mean you’ll move within 42 days.

Please call us and ask for the Mutual Exchange team.

If you have an existing case, please provide your unique reference number (e.g. MXSNG0000). This can be located in Swaptracker. 

Yes, it’s important to visit the property you’re interested in exchanging with, to ensure it's in good condition and exchange ready.

If you have concerns about its condition, please contact the landlord concerned. Once you sign the Customer Agreement and Deed, the exchange can’t be reversed, even if you feel later find the property unsuitable.

After the exchange is complete, you will be responsible for any clearances (e.g. garden or loft space) and the terms and conditions of your tenancy agreement.

If your needs meet the adaptations in the property you want to move to, an assessment will be made within the 42-day approval period.

During the exchange process, you’ll receive detailed information explaining your responsibilities and what is expected of you before you move.

SNG does not pay for moving costs; tenants are responsible for their own moving expenses.

When you exchange, you’ll actively take on your exchange partner’s tenancy agreement, including its terms and conditions. These will be sent to you at the start of the process – be sure to review them carefully to ensure you’re happy with them.

Once the exchange is complete, you’ll receive the tenancy agreement, along with the Deed and Licence for the exchange.

Your exchange may be refused for one or more of the following reasons:

• Legal action: A landlord is taking legal action against a household member (e.g. for anti-social behaviour)
• Property condition: Your home or garden is not in good condition and doesn’t meet our ‘empty homes standard’ 
• Adaptions mismatch: The property has been adapted for someone with specific physical needs, but the new tenant doesn’t require these adaptions. 
• Unsuitable adaptions: The current tenant requires specific adaptions, but the new home they want to move into doesn’t have them.
• Policy non-compliance: The exchange doesn’t follow the same rules as our Lettings Policy.
• Age restrictions: The property is part of a sheltered housing scheme or designated for a specific age group, and the new tenant doesn’t meet the age requirement.
• Support services: The property includes support services that the new tenant doesn’t need. 
• Planning restrictions: The property is covered by planning conditions (e.g. Section 106), and the new tenant doesn’t meet the requirements, such as needing a local connection with the area.
• Unsatisfactory references: A landlord reference raises concerns about how the tenancy has been managed (e.g. the customer may have a history of anti-social behaviour).
• Charitable rules: The tenant’s income suggests they could afford to buy or rent privately, conflicting with our charitable rules. 

Note: If you wish to reapply, please log into your HomeSwapper account. 

Before your exchange, make sure all repairs are completed or booked and inform your exchange partner.

This is part of the Customer Agreement, confirming both parties are satisfied with the condition of the properties. SNG tenants can book repairs via their online account or by calling us.

An electrical check (EICR) is required for all SNG mutual exchanges and can take up to 4 hours. One of our tradespeople will visit during the 42-day approval period at a time arranged by your case owner.

The check ensures the property is safe and complies with our safety standards.

To complete the check, the tradesperson will need access to all electrical sockets, appliances, and light switches. Please ensure these are accessible to avoid any delays in the exchange.

Once the electrical check is complete and approved, we can schedule sign-up dates with all landlords.

Note: Someone aged 18 or over must be present during the appointment.

Please use this guide on how to use SwapTracker [pdf, 3MB]. We’ll also allocate you a customer support advisor from SNG to liaise with you.

Note: You can access SwapTracker through your HomeSwapper account.

All customers are required to provide proof of identity and verify personal details to help us process your exchange.

During the decision process, the landlord you’re exchanging with may request documents like ‘proof of ID’ and ‘household income’.

1. You’ll receive an email notification asking you to log into your SwapTracker dashboard to complete and return any requests (i.e. documentation). 
2. Click on the notification message to access your ‘Documents’ section, where you'll see the required documents.
3. To upload documents, click the ‘Upload document(s)’ button. On a laptop or desktop, navigate to your files and select them. On a mobile device, take photos of the documents.
4. You can upload multiple files if necessary. Once you’re satisfied, click ‘Submit documents.

Note: Documents cannot be changed once submitted, so make sure they’re correct before submitting them. The landlord will verify the documents and will contact you if there are any issues.

You can monitor the progress of your exchange on SwapTracker, where your case worker with post updates.

‘Conditionally approved’ means we’ve completed most checks, but we’re waiting for additional information before giving final approval and arranging a sign-up date.

Once approved by all landlords, the move could take anywhere from 2 weeks to 2 months.

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Mandatory electrical and gas safety checks will be completed at your old home on Fridays between 8am and 4.30pm. This includes disconnecting gas cookers to ensure safety.

A second gas check will be completed on the Monday, which will be your new tenancy start date. Gas cookers will be reconnected at this time.

Once the checks are completed and your SNG Advisor signs the Deed and Licence, these will be emailed (or posted) to you. This is when the exchange will be completed.

(If the gas cooker in your new home is disconnected on Friday for safety reasons, it will remain disconnected until the start of the new tenancy on the Monday.)

IMPORTANT: You can move in once you receive the Deed and Licence signed by your SNG Advisor.

To cancel your exchange, please log onto SwapTracker and cancel the process. If you wish to exchange again, you’ll need to re-apply and start the process again.

All customers are expected to pay one month’s rent in advance. If you’re receiving benefits, your Customer Account Officer will contact you to discuss this.

If you remain in an SNG property, we’ll transfer the rent to your new account. If you’ve moved to another landlord, we’ll refund the rent to you.