Frequently asked questions

1) What are housing associations?
Housing associations are independent, non-profit organisations providing homes for people in need of housing. Our association benefited from a large scale voluntary transfer of Broxbourne Council properties on the 23rd January 2006.

2) How do I get on to the housing register?
Usually, your local housing association(s) and your council use the same housing register and waiting list. However, you should make sure that your details on the council's housing register mention that you are interested in being nominated for housing association as well as council-owned housing.

Application forms for Broxbourne Council housing register are available from the reception at Bishops College or can be download the housing register form here - (PDF Document). You must fill in the form, giving as much information as possible about you, the people you want to move with, and your current housing situation.

If you would like further information please phone the housing needs section at Broxbourne Council on 01992 785555.

3) How do I apply for Housing Benefit?
Housing Benefit is a Social Security benefit which is designed to help you with your housing rent. You can claim Housing Benefit if you are working or not, although the amount of money you receive will depend on the level of your assessed income.

Housing benefit is administered by Broxbourne Council or whichever is your local council. You will need to complete a claim form which is available from our reception or from Bishops College and return it complete with documentary evidence of your income and rent. The form will give you details of the proof that you need to supply.

If you need further information or require any help with your Housing Benefit claim please contact either The Housing Benefit department at Broxbourne Council, the Citizens Advice Bureau or your Housing Officer.

4) How can I get more involved with making the decisions that affect me?
You can become more involved in several ways all of which are explained in more detail on our Resident Involvement page.You can also obtain more information by contacting the Resident Involvement Manager, Peter Walkinshaw on 01992 453776 or your Housing Officer.

5) Can I exchange (swap) my council or housing association property?
The homeswap scheme helps to find suitable exchange partners for housing association tenants who what to swap their homes. If you are one our tenants you can add yourself to the HomeSwapper website (click here to access) and give details of your requirements. If you do not have access to a computer we can provide an application form which should be returned to us and we will do it for you.

The list is also produced every month and can be viewed at our reception, the One Stop Shop in Waltham Cross, or Broxbourne Council reception at Bishops College. If you would like further information on this scheme please phone us on 01992 453700.

If you are looking to exchange (swap) your home with another council or housing association tenant anywhere in the UK or the Republic of Ireland you must BOTH have the written consent of your landlords before you swap homes.Before the swap can generally take place you must ensure that:

• There are no rent arrears
• That your home is up to standard
• That your home is not too big, or too small, for the new tenants' needs.

6) What options do I have if I want to buy a home?
'Shared ownership' schemes help people who cannot afford to buy a home outright. Through shared ownership you buy a share of the property and pay a rent on the remaining share you do not own. Gradually you may buy further shares and eventually can own your home outright. However, remember that house prices can go up or down. This means that sometimes you might pay more for buying additional shares or have to sell at a price less than you originally paid.

The scheme is intended for people who cannot afford to buy a suitable home in any other way. You must be in housing need and be unable to afford outright purchase. Priority will normally be given to existing council or housing association tenants or those on the housing waiting list.

The size of the share to be purchased will depend on your income and savings. You may be able to buy as little as 25% or as much as 75%. The higher the share you purchase the less rent you will have to pay. You will also have to pay a service charge when you buy a flat. Later on, if you wish and can afford to do so, you can buy a further share. For more information on shared ownership see www.housingcorp.gov.uk and / or contact the housing needs section of the council on 01992 785555.

House buying is a complicated business. The Council of Mortgage Lenders (www.cml.org.uk) has produced a helpful guide called 'How to Buy a House'. You can obtain a free copy by sending a large stamped addressed envelope to:
The Council of Mortgage Lenders
3 Savile Row
London
W1X 1AF

7) Advice on homelessness
Contact Shelterline on 0808 800 4444 (freephone) which is a national free housing helpline. Alternatively, you could contact the Homeless Persons Unit at Broxbourne Council or your local Citizens Advice Bureau.

8) What is retirement housing?
Retirement housing is a description for a special type of property, designated specifically for older or disabled people. The aim is to provide comfortable accommodation in a setting that allows tenants full freedom and control over their lives, but also gives extra security when it is needed.

It is intended for people who normally need only occasional help in carrying on their lives. The important difference from a conventional home is that all the tenants have on-call, 24 hours a day, seven days a week assistance in an emergency situation and, support to enable them to live independently and work towards achieving their aspirations.

If you would like further information about our sheltered Housing Schemes please contact Deborah Fenton on 01992 453722.

9) How do I pay my rent and what happens if I can't?
You can pay your rent weekly, fortnightly or monthly in advance and the ways in which you can pay are explained in our Making Payments section.

If you are having difficulty paying your rent please contact us as soon as possible. We will always work with you to try to find a way for arrears to be cleared over a mutually agreed time. As a responsible social landlord we have adopted a firm, but fair policy. If a tenant does ignore an agreement to pay off the arrears without good reason and fails to contact us then we will commence legal action to end the tenancy. If we do take you to court then you will be liable for the costs incurred by us, as well as for payment of your arrears. If you require more assistance you can contact your housing officer or you can contact the Citizens Advice Bureau on 01992 633371.

Another useful link which gives benefit and debt advice is Hertfordshire County Council website at www.hertsdirect.org/caresupport

10) What can be done about noisy neighbours?
We have a community safety team who can be contacted on 01992 453700. We also have written guidance for dealing with nuisance and harassment in a consistent manner.Please click here for our Sustainable Communities section.

11) Who do I speak to about trees or grass on my estate?
The grounds maintenance is completed on our behalf by the council so our areas are completed along with their highway areas. This way there are potential cost savings for us both as the contact is of a larger size. You should contact your Housing Officer on 01992 453700 if you have any concerns about the standards around your home.

12) Who do I contact about the caretaking on my estate?
We have our own caretaking team who offer all tenants some level of service. This is greater for those living in blocks of flats and maisonettes as there are more communal areas. Further information about our caretaking services.