Frequently asked questions about housing services

Landlord Services

What is different now that the Bridgnorth and Oswestry housing stock are merged?
They have formed one Landlord Housing Service for the new unitary Shropshire Council. Although they are a distance apart they operate in the same way and to the same standard because they have the same structure, policies and procedures and have the same focus on customer service.

Where are our Housing Service be based?
Front line Housing Services relating to rent collection/arrears and estate and tenancy management continue to be based in Bridgnorth and in Oswestry, as they were before Shropshire Council came into existence. In any event, many of you have indicated previously that your preferred method of contact with the Council is by telephone, and every effort will be made to ensure that any enquiries made in this way are resolved ‘first time’.

Do I still deal with the same housing and repairs staff?
Yes, in most areas of the Housing Service, the same front line staff are delivering the housing service at Bridgnorth and at Oswestry.

Does the new system have any effect on how or to whom I pay rent?
The same methods of rent payment are available and in addition a new direct debit rent payment system is being set up. Tenants will be issued with new ‘Allpay’ swipe cards bearing the new Shropshire Council logo. Rent payments need to be made to Shropshire Council rather than to Bridgnorth or Oswestry Council as these two councils no longer exist. All tenants will receive advice and assistance regarding any such changes that are required. Remember - if you have any concerns, you can still talk to the same officers at your local housing office.

In what ways does the change improve our existing housing services?
One of the reasons for the move to a new Unitary Authority, is to improve the way that the service operates for our customers. In order to achieve this, we are reviewing all of our main Housing policies, procedures and service standards to ensure that they are up to date and to reflect best practice and customer expectations. This work is being done in liaison with tenant representatives from the Bridgnorth Tenant Federation and Oswestry Tenant Working Group. Our intention is to involve tenants from the very beginning, and to ensure that we take your comments and concerns into account.

In addition to this, under the new Shropshire Council, there is a new Customer First telephone answering service so if you telephone with a Housing query you will also be able to ask questions about any other council service without having to be put through to different departments or ring different numbers each time.

Will there be any change to the tenants federation and tenant working group and their funding?
The Bridgnorth Tenants Federation continues to work and represent the views of tenants living in the Bridgnorth area and the Oswestry Tenants Working Group continues to do the same for tenants living in the Oswestry area.

In addition both groups have elected the same number of tenant representatives to sit on a new over-arching Shropshire Council Tenants organisation. All tenants groups continue to be funded through the Housing Revenue Account, although in the longer term the budgets of the two previous authorities will, be combined.

Do local waiting list applicants get priority for local vacancies?
There will be a new Allocation Policy for the new Shropshire Council and this is now available for consultation. The proposed policy will make allocations based on housing need and not on local connection but local connection will be accounted for in several other ways.

What happens where either Bridgnorth or Oswestry has a better standard of housing than the other?
The ultimate aim is to have a high standard housing delivery service across Shropshire.

Can I have a Housing form?
You can get an applications form from the Customer Service Centre.

Can I take my partner off the tenancy for our house?
You will need to contact the Customer Service Centre with this enquiry.

I need to notify housing of the death of my partner. Who do I contact?
You will need to contact the Customer Service Centre with this enquiry.

Have you a list of Housing Associations?
You will need to contact the Customer Service Centre with this enquiry.

Can I report a repair need to my house to Shropshire Council?
You will need to contact the Customer Service Centre with this enquiry.

Can you tell me when I will be having a new kitchen?
You will need to contact the Customer Service Centre with this enquiry.

I have lost my house key can I have a new set off you please?
You will need to contact the Customer Service Centre with this enquiry.

I have got a leak in the bathroom. Who do I need to contact?
You will need to contact the Customer Service Centre with this enquiry.

My fence has fallen down. Who do I need to report it to?
You will need to contact the Customer Service Centre with this enquiry.

Can you tell me how many points I have on the housing register?
You will need to contact the Customer Service Centre with this enquiry.

Who is my Housing Officer and can I make an appointment to see them?
You will need to contact the Customer Service Centre with this enquiry.

I am in rent arrears. Who do I need to speak to about it?
You will need to contact the Customer Service Centre with this enquiry.

Where can I get advice on loft insulation, and energy efficiency?
You will need to contact the Customer Service Centre with this enquiry.

How do I get advice about finding housing in Shropshire?
You will need to contact the Customer Service Centre with this enquiry.

I need support to help me live at home – what advice can you give me?
You will need to contact the Customer Service Centre with this enquiry.

What can I do about noise / anti-social behaviour / noisy neighbours?
You will need to contact the Customer Service Centre with this enquiry.

Will there be another opportunity to vote on a stock transfer under the new council?
This may be addressed after the new Shropshire Council is formed after elections take place on 4 June 2009.

My heating is not working. Who do I need to contact?
You will need to contact the Customer Service Centre with this enquiry.

Where can I enquire about Housing repairs (including requests for gardening services)?
You will need to contact the Customer Service Centre with this enquiry.

How much rent do I owe?
You will need to contact the Customer Service Centre with this enquiry.

Private Sector Housing

Can I get help to install heating and insulation?
If you are a tenant of a Housing Association or the Council and your heating or insulation are inadequate you will need to speak to your landlord about possible improvements.

Private tenants, owner occupiers and landlords needing insulation may qualify for assistance through the Council’s partner Keep Shropshire Warm.

If you have been offered a grant under the Government’s Warm Front scheme and need help to pay your contribution, the Council’s Private Sector Housing Division will be able to advise you in detail on this.

My elderly relative needs a curtain rail / carpet gripper / blind fixing. Do you provide any service for this?
The Handyperson Service delivered by Anchor Staying Put Shropshire may well be able to assist. The service is aimed at older, disabled or vulnerable people and there is a charge of £15 per hour.

The service will not cover gas or electrical work or any major works. Ring 01743 363708 or e-mail stayingput.shropshire@anchor.org.uk

I’m disabled and need some adaptations in my property. Can you help?
Depending on your particular circumstances there may be financial help to adapt your home. The first step in the process is an assessment by the Council’s Occupational Therapist who may make a recommendation that your home needs adapting or arrange for you to be assisted in some other way.

What type of adaptation work is eligible for grant aid?
Grant funding for adaptations covers a number of aspects. These are mainly to do with better access into and around the home and essential provisions such as stair lifts and level access showers. The first step in the process is an assessment by the Council’s Occupational Therapist who may make a recommendation that your home needs adapting or arrange for you to be assisted in some other way. Should you require clarification on the grant provisions the Private Sector Housing Division will be able to advise further.

Will there be a financial contribution towards the cost of adaptation
work?
Depending on your circumstances, you may have to make some contribution to the cost of the work. The Private Sector Housing Division will be able to advise further.

I have started work. Can I still get a grant?
You may still qualify for some assistance. The Private Sector Housing Team will be able to advise further.

I live in a rented property and there are some repairs needed. My landlord isn’t doing anything, what can the Council do?
If, having been told about problems, your landlord has failed to put them right, an officer from Private Sector Housing can visit you and carry out a survey. If significant hazards are found, the officer will then be able to contact your landlord with a view to requiring those problems to be rectified.

Will the landlord find out if I have complained?
The Council will treat all details of individuals as confidential and will not release information unless required to do so by law; however, the Council has a duty to take some form of action if a Category One hazard is found.

Are there any grants available to help me improve my property?
Depending on your particular circumstances there may be financial help to improve your home. If your heating or insulation are inadequate or you require your home to be adapted to suit your needs, see the question and answers relating to those subjects.

If you are a tenant of a Housing Association or the Council and your home requires improvements you will need to speak to your landlord about possible improvements.

If you are a private tenant, your landlord may qualify for certain types of assistance, particularly if it relates to fire safety.

If you are an owner occupier and you need help to improve your home,
the Council may be able to assist. You will need to contact Anchor Staying Put Shropshire, the Council’s Home Improvement Agency partner.

I am selling my property; do I have to repay my housing grant?
This will vary depending on the type of grant, when it was completed and your present circumstances. The Private Sector Housing Division’s Assistance Team will be able to advise you in detail on this.

Does my property need an HMO (House in Multiple Occupation) licence?
The Private Sector Housing Division’s Renewal Team will be able to advise in detail on this

How much does an HMO (House in Multiple Occupation) Licence cost?
This depends on the size of the property. The Council charges a fee of £450 for a property providing up to 6 units of accommodation with additional costs for every unit over 6

What happens if I don’t apply for a licence for my HMO (House in Multiple Occupation)?
A fine of up to £20,000 can be imposed and tenants can claim back rent for any unlicensed period.

Does the Council give grants to convert buildings into houses/flats?
Empty Properties to Homes Grants may be available in cases were buildings have remained vacant for a year or more. The Private Sector Housing Division’s Assistance Team will be able to advise you in detail on this.

I live in a property which is split into flats/bedsits and there are no fire precautions/fire escapes. Can you help?
An officer will need to carry out an inspection of your property to determine the extent of the problem and to see if any works are necessary.

What is the Housing Health and Safety Rating System?
This is a system for comparing the severity of defects or lack of amenities in dwellings. Should you require further information, the Private Sector Housing Division’s Renewal Team will be able to advise in detail.

An Officer has visited my property and says that there is a Category 1 Hazard, what does that mean?
The presence of a Category One Hazard under the Housing Health and Safety Rating System means the property does not meet the statutory minimum standard. How this affects you or any other occupants of the property depends on individual circumstances. The Private Sector Housing Division Renewal Team will be able to advise in detail.

My landlord has received the Council’s letter requiring repairs to be carried out and has now served me with a Notice to Quit. What can I do?
You need to speak to the Council’s Housing Options Team who will provide the necessary advice.

Should my landlord provide me with a Gas Safety Certificate?
Gas installations in tenanted properties must be checked on a yearly basis and your landlord must provide you with a Gas Safety Certificate within 28 days of the inspection taking place. Should a certificate not be provided on request from your landlord you may require some assistance from the Health and Safety Executive who enforce this requirement. For the Shropshire area they may be contacted at The Marches House, Newcastle under Lyme ST5 1DT or by telephone on 01782 602300.

Does the Council carry out inspections for immigration purposes? If so, if there a fee?
The Council will carry out inspections to provide information to the Home Office for the purposes of immigration. There is currently no fee charged for these inspections.

I have a Disabled Facilities Grant approval from my district/borough council. Will this still be valid after 1st April?
Any Housing Grant application approved before 1st April 2009 will remain valid and be paid under the new Shropshire Council. Disabled Facilities Grants will continue to be approved by the new Shropshire Council. After 1st April 2009 this will be by the new Private Sector Housing Team.

I am in the process of applying for a Disabled Facilities Grant. Will these still be available after 1st April?
Yes. Disabled Facilities Grants will continue to be approved by the new Shropshire Council. Anchor Staying Put Shropshire Home Improvement Agency may currently be handling the application on your behalf and will continue to provide this service after 1st April 2009.

I have a Home Improvement/ Decent Homes/Minor Works/Major Works /Vacant Property Grant/Equity Release approval from the District/Borough Council. Will this still be valid after 1st April?
Yes. Any Housing Grant approval made before 1st April will be honoured by the new Shropshire Council. There will be major changes to Private Sector Renewal Grants from 1st April 2009 and a new Private Sector Housing Renewal Assistance Policy will be in place.

I am a builder carrying out work being funded by a Housing Grant. Who will make my payments after 1st April 2009?
Any Housing Grant application approved before 1st April 2009 will be honoured by the new Shropshire Council. If Anchor Staying Put Shropshire Home Improvement Agency are handling the application on the applicant’s behalf, any queries should be directed through the Agency. In any other case the new Private Sector Housing Assistance Team will be your point of contact after 1st April 2009.

I have received a housing grant from the Council which has conditions applying for some time after 1st April 2009. Will this remain the case after the creation of the new Shropshire Council?
Any grant conditions applying beyond 1st April 2009 will continue to apply and be enforced by the new Shropshire Council.

I have a licence for a House in Multiple Occupation (HMO Licence) issued by the District/Borough Council. Do I need to reapply for a licence from Shropshire Council?
No. The licence remains valid but may need to be updated by the new Private Sector Housing Team who will contact you if necessary.

Housing advice and homelessness

I don’t have anywhere to live / I’m homeless – how can the Council help me?
If we decide that you are homeless and in priority need, we will provide you with temporary accommodation for as long as it takes to find you permanent accommodation, unless you do something that means you lose the temporary accommodation we have provided.

Garages

How can I find out about my garage waiting list application?
Please contact the Customer Services Centre in the first instance.

How can I find out if I can have a garage?
Please contact the Customer Services Centre in the first instance.

Who do I contact if I want to terminate my garage rental?
Please contact the Customer Services Centre in the first instance.

Who do I contact if I want to swap garages?
Please contact the Customer Services Centre in the first instance.

How do I find out how much the rent is on a garage?
Please contact the Customer Services Centre in the first instance.

I have been waiting for a very long time for a garage. Who do I contact to give me an update on my application?
Please contact the Customer Services Centre in the first instance.

Who do I report a repair need to my garage to?
Please contact the Customer Services Centre in the first instance.

Who do I pay my garage rent to?
Please contact the Customer Services Centre in the first instance.

Where can I find out how much garage rent I owe?
Please contact the Customer Services Centre in the first instance.

How can I find out the reference number for my garage?
Please contact the Customer Services Centre in the first instance.

How much notice do I have to give if I want to terminate the tenancy on a garage?
Please contact the Customer Services Centre in the first instance.

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