User Guide on Choice Based Lettings

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This user guide to Choice Based Lettings explains how to go about bidding for homes.

Follow the shortcut links below to find out what you need to know.  This guide is also available in booklet format which you can download - please refer to Related Documents at the bottom of the page.

Introduction

Choice Based Lettings is a new way of letting council and housing association homes in the Royal Borough of Kingston upon Thames which has improved choice for people in housing need. This new system was introduced in May 2006 when the points scheme was  replaced with a new banding scheme for assessing housing need. Homes available for letting are advertised on the Council’s website and in a local free newspaper called Property Weekly”.

In the past, the Council decided when and where people would be offered a home, based on their needs and preferences. However, with Choice Based Lettings, people registered for housing can express their interest in being offered any advertised homes they are eligible for by making a bid” for them.

There is still a severe shortage of social housing to rent in Kingston and we aim to ensure that the homes available are let to those in the greatest need who would like to be offered them. To do this, all applications are placed in one of four priority bands, with the most urgent applications in Band A.

Waiting time on the register is also taken into account when determining priority, as it is recognised that people’s housing need generally increases while they are waiting to be housed.

This guide explains how to go about bidding for homes and we hope you will find the process easy and straightforward. However, please do not hesitate to ask for help if you need it. We are here to help you get the most out of the scheme.

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Choosing a home with Kingston Home Connections

Available homes are advertised weekly

• at www.kingston.gov.uk
• in Property Weekly

Kingston Home Connections puts you in charge of finding your new home. It offers a clear and transparent system. We will provide you with realistic housing options and information on all lettings. You can decide the route you wish your rehousing to take.

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How to register

If you are already registered with the Kingston Housing Partnership, you can bid for homes advertised. Once registered, you will be issued with your confidential User ID number and PIN (Personal Identification Number). These will give you access to Kingston Home Connections.

If you do not have your User ID and PIN you will not be able to participate. Please contact the Allocations Team on 020 8547 5470.

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What properties can I select?

The size and type of property you can select from will depend on the needs and size of your household, together with the letting criteria set for each property.

All advertisements will clearly indicate property letting criteria and you will not be short-listed if you fail to meet these criteria.

Please note partner landlords may apply additional letting criteria for customers:

• in arrears
• with a history of anti-social behaviour
• who have specific community care needs.

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How do I select a property?

To select a property you must have your User ID, PIN and the individual Property Advert Reference Number. You can select as many properties as you like. Please ensure that you meet the property letting criteria shown in the advertisement.

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Using the Internet

The Internet enables you to go on-line to see what properties are available each week and to select any that you would like to live in.

Go to Kingston Council’s website at:

• www.kingston.gov.uk
  
• click on "Housing” on the left hand side
  
• click on "Choice Based Lettings - Home Connections"
  
• Then click on the green writing beneath the Home Connections logo. This takes you to Kingston’s home page of the Home Connections website.
  
• To view the current advert, or those of previous weeks, click on the box in the left hand menu This week’s advert and results hyperlink”. Click on Back” to return to the home page.
  
• If you want to log in, click on login” at the top of the screen or in the left hand menu.
  
• If an automatic security notice appears, click on Yes”.
  
• Enter your User ID and PIN to gain access.

You are now in the My Details” page which provides basic information about your housing application and properties you have previously selected. To express an interest:

• Click on the blue View Properties” button. You will now see details for all available properties of the bedroom size you are registered for, usually with a photograph.
  
• Click on Full Property info” on the right side of your screen. Now you have all the details on the particular property you have chosen to look at. If you wish to select this property click on the button above the photograph on the left hand side of the screen which says click here to bid”. This will record your selection.
  
• If you do not need to see the full property details to bid, click on the small blank box to the left of the picture and a tick (√) will appear. You may select
  any, or all, of the available properties. Then click on the button marked Bid Property” in the middle of the screen.
  
• Now wait until the advert’s closing date. If you have been successful, we will contact you by telephone to let you know.

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Property Weekly

Property Weekly is delivered to homes throughout the borough. You can also get copies of Property Weekly at:

• Guildhall Reception
• Guildhall One Reception
• your local housing office
• outside local estate agents

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Telephone bidding

The Interactive Voice Recognition (IVR) telephone system allows you the opportunity to use your touch-tone telephone to select a property and is available in nine languages other than English.

The telephone bidding number is 0845 402 7885.

You will need your User ID, PIN and the Property Advert Reference Number to select a property.

All you have to do is follow some very easy steps and in less than two minutes you can register your property selection over the telephone.

When you have completed recording your property selection this will be confirmed with you before the call is ended.

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Using SMS Text Messaging

You can express an interest in properties we advertise using a mobile phone. You will need your User ID, PIN number and the Property Advert Reference Number to do this.

• Open a new text message on the phone.
• Type the word "bid” at the start of the message then # followed by your six figure User ID number, then # again, then your PIN, then # again, then the six figure Property Advert Reference Number you want to bid for.
• If you want to bid for any other properties add another # then repeat the process by adding the six figure Property Advert Reference Number you want to bid for and continue doing this up to the text limit on your mobile phone.
• Example - if your User ID is 987654, your PIN number 010164 and you bid on property 123456 your message will be:

                   bid#987654#010164#123456

Check the numbers are correct and press "send” on your keypad to 07781 482856.

When your bid is received we will send a text to confirm. If you have not put the word "bid” at the start of your text it will not be processed and you will not get a reply.

If your bids are valid you will get a message saying "valid bids” listing the Property Advert Reference Numbers. If you have used an invalid User ID or PIN number a message will tell you. We will list any invalid advert numbers you have used.

When we process the bid, if we find any bids you were not eligible for, we will send another text listing them.

Do not try to send your message again unless you do not receive an acknowledgement text within one hour, subject to reception cover.

The system is fully automated so if you have any queries about your bidding please call Allocations on 020 8547 5470 during office hours.

Most mobile phone texts cost around 10p to send and have a limit of 165 characters per message.

To find the # key, if it is not on your phone’s keypad, press the * key and select it from the list of options.

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Mobility

All customers with mobility difficulties should have had their needs assessed. Each customer will be given a mobility category depending on their level of mobility. If you have mobility difficulties, please check with us to ensure that we are of aware of this.

CAT 1
Customers who use a wheelchaire all the time

CAT 2
Customers who need a property that is wheelchair accessible - but do not use a wheelchair all the time

CAT 3
All customers with mobility difficulties who cannot manage a flight of stairs

CAT 4
Customers with no mobility difficulties

All customers will be advised what category they have been awarded. A customer’s mobility category can be checked by contacting the Allocations Team, telephone 020 8547 5470.

The mobility category for properties advertised is coded to match the mobility category awarded. You must use this information when registering an expression of interest in available property.

You must ensure the mobility category of the property advertised matches your mobility category, otherwise you may not be successful in recording your selection.

Although flexibility will be applied, generally:

• properties coded CAT 1 will be restricted to customers with a CAT 1 mobility assessment
• properties coded CAT 2 will be restricted to customers with CAT 1 or 2 mobility assessments
• properties coded CAT 3 will be restricted to customers with CAT 1, 2 or 3 mobility assessments
• properties coded CAT 4 will be advertised without restrictions, however if customers with CAT 1-3 bid for these properties they will not be given any extra priority during the short-listing process.

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Banding

All applications are assessed and placed in one of four priority bands:

• Band A    Emergency/Top Priority
• Band B    Urgent Need to Move
• Band C    Identified Housing Need
• Band D    All other applicants

You will also have a priority date, based on the length of time you have been waiting for housing. This will usually be your registration date, but if you move up a band, it will be the date you joined the higher band.

In some cases a property will be advertised with preference given to certain customer categories, or with bidding restricted to certain customer categories. This information will be included as part of the letting criteria for this particular property.

All applicants will be sent details of their:

• Band and Customer Category
• Mobility Category
• User ID and PIN.

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Letting Properties

When we close the advertising cycle we then have a list of everybody who has registered an expression of interest for each property advertised. From these lists we short-list the top bidder for each property and telephone to invite them to view the property.

Successful bidders must be contactable by telephone. If we cannot leave a message, or get no reply to messages left within 24 hours, we will have to go to the next bidder on the list.

If there is any reason why we cannot offer the property to the highest bidder, for example if they have rent arrears, we will advise them of the reason and offer the property to the next highest bidder.

At the viewing, customers let us know if they want the property. If the person offered the property decides not to take it, the property is offered to the next bidder on the short-list.

If you are offered the property, we will require proof of identification. If you do not have this information it may result in the property being offered to the next bidder.

Viewings may be carried out whilst the property is undergoing repairs. In such cases pre-tenancy agreements will be used to secure the property for you.

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Change of Circumstances

If your circumstances change please contact the Allocations Team.

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Equality and diversity

Kingston Council operates a policy of equal opportunity in housing. We aim to ensure that no-one is treated unfairly on the grounds of gender, race, ethnic or national origin, religion or beliefs, disability, marital status, sexual orientation or age. All people will receive equal treatment when considered for housing.

To ensure equal access to services for all customers, support and assistance is available. Specific services can be accessed by customers, carers or voluntary organisations on behalf of those who might otherwise be excluded.

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Feedback/Contact Details

If you would like more information or advice about Kingston Home Connections, or if you would like to tell us what you think of your experiences of the rehousing process please contact us at:

Kingston Housing Partnership
Allocations
Guildhall One
St James’ Road
Kingston KT1 1EU

E-mail: homeconnections@rbk.kingston.gov.uk

Telephone: 020 8547 5470

Fax: 020 8547 5476

Text Bidding Number: 07781 482856

Telephone Bidding Number: 0845 402 7885

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