How the Housing Options team can help

The Housing Options team can give you free information and advice about your housing rights and other issues if you are homeless or threatened with homelessness in 56 days. The type of help we can offer you will depend on your circumstances but we will always try to help you remain in your home or secure an alternative.

Someone is usually available to see you on a drop-in basis for up to 15 minutes during office hours. We are open Monday - Friday, 9am - 4.45pm. Outside office hours, you can check your housing options online with the Housing Options wizard.  

We do our very best to provide customers with an excellent service. We will work with you to help you keep your home or find another one by:

  • answering your telephone call within three rings;
  • returning your call within 48 hours;
  • acknowledging your email or letter within two working days, and provide you with a full response within 10 working days;
  • seeing you within 30 minutes of you dropping into reception with an enquiry;
  • providing  a minimum of three pre-booked appointments per day depending on staff availability;
  • listening to what you have to say and treat you with respect;
  • allocating actions to you and
  • giving you correct and up to date information.

Check your housing options online with the Housing Options wizard

If possible, please use the Housing Options wizard before you come in and ask to see us if you. We will initially need to make enquiries to be sure whether you are homeless or threatened with homelessness in 56 days. This could apply to you if you:

  • are living in privately rented accommodation and your landlord is asking you to leave
  • are living with family/friends and are being asked to leave
  • have become, or think that you are likely to become homeless
  • are experiencing domestic abuse
  • are experiencing harassment/illegal eviction and want to find out what your rights and options are
  • are having difficulties paying your mortgage or rent
  • would like information regarding accessing privately rented accommodation
  • are a local authority housing or Housing Association tenant who wishes to move and require information on relocation schemes.

If you have completed the Housing Options Wizard and have further questions, please contact us for advice.

What you need to show us so we can decide what action we can take to help you

Please bring or send us the following documents, as relevant to your circumstances:

  • a copy of any notice served, together with a copy of a Gas Safe certificate, EPC, deposit protection certificate, How to Rent booklet
  • court papers
  • tenancy agreement
  • proof of identity for each member of the household
  • proof of pregnancy
  • marriage/divorce certificate, ancillary relief order
  • proof of income and savings
  • completion statement from the sale of property.

The information you provide will be used to decide what action can be taken to help you. If necessary, we will book you a Full Housing Assessment to discuss your circumstances in more detail. Please see our page on Homelessness Advice for more information about the Full Housing Assessment.

Privacy notice

The Privacy notice for Housing Options, Homelessness and the Housing Register explains what happens to the personal information you provide when you contact us.

More information

Find out about your housing options.

Page owner: Elizabeth Donaldson. Last updated: 10/12/2018 15:01

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