FAQs

Please find questions that are often asked by our tenants. Choose the relevant category , where you will find a list of common questions. If you do not find the answer you are looking for, please call Habinteg Direct on 0300 365 3100 (call charges vary depending on telephone provider) for further details.

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Becoming a tenant

  1. How can I get a Habinteg property?

    We have a property search tool on this website to help you identify where you want to live and whether we are accepting applications for that area.

    Some of our housing schemes are only available to people nominated by the local authority, but where possible, we manage our own applications. We particularly welcome housing applications from disabled people and their families as our housing stock and flexible support services are well designed and adaptable to meet a range of requirements. 

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  2. Where are Habinteg's properties?

     Habinteg is a national organisation with properties throughout England and in Wales. We have a property search tool on our website that helps to identify what types of housing we have and in which areas.

    You can access the property search using this link or look for a 'map' icon on our website's homepage.

    Alternatively you can use the 'search box' to find what you are looking for. 

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Benefit changes

  1. How can I keep up to date with changes to benefits?

    We have an area on the website designed to deal with general and specific information about changes to benefits. You can find this information under Benefit changes on our website or you can talk to your community assistant if you are concerned that you might be affected.

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Customer Services

  1. What is Habinteg Direct?

     Habinteg Direct is our national Customer Services team. They are based in our Northern office and operate a telephone service between 9am-5pm. They look after all our properties.

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General enquiries

  1. How do I make a complaint?

    If you would like to make a complaint and would like a copy of our complaints procedure and a complaints form you should contact your Community Assistant or Habinteg Direct on 0300 365 3100.

    Both complaints and compliments can be made in either writing, email, via website, in person (either at office or on site) or by telephone. 

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  2. How do I use this website?

     This website aims to be user friendly but we also have a lot of information that we need to provide. We would suggest using your mouse or screen reader to explore the site - the more you use it the more you will get a feel for how it works and where the information that you need to refer to is kept. Just point and click!

    The website does have built in accessibility buttons which can change the colour contrast, change the size of the text etc. These are located in the top right hand side of the homepage.

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  3. What should I do if I can't find what I am looking for?

     We are here to help and this website is intended to provide useful and necessary information. We would suggest that you use tools such as the FAQs link, and the search box to look for specific information on a particular topic. We also welcome feeback and you can do this via a number of channels.

    Alternatively if you cannot find what you are looking for, do contact Habinteg Direct who will be happy to assist.

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Habinteg's brand

  1. What are the advantages to a new brand?

    Habinteg's new brand is fresh, modern and aims to stand out in our sector. The brand has built in flexibility to help us to improve brand consistency across all the different things that we do. For example, the new brand will look a certain way in our tenant communications, it will establish an identity for our policy and research work and we will be able to forge consistency in our digital and internal communications channels.

    We hope that in due course you will be able to see this advantages for yourself.

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  2. Why did Habinteg change their brand identity?

    Our previous brand identity served us well for 12 years but the time had come that we wanted to freshen up our image. Having undertaken a merger in 2010 (that increased our housing stock and our wheelchair accessible properties - over one third of our properties are now wheelchair accessible) and welcomed Centre for Accessible Environments (CAE) as a wholly owned subsidiary in 2012, Habinteg is a new organisation with a stronger position in the disability housing sector. Our new brand is designed to reflect this and we hope you like it as much as we do.

    Although we have changed our brand identity, we still offer the same high quality services, work in the same areas and we're still very much the same Habinteg (but stronger!).

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Home insurance

  1. Do I need building insurance for my home?

    No.  Your home is covered by Habinteg’s own insurance if the structure of the building is damaged by things such as fire or flood. However, the internal decorations and your belongings, including all carpets and floor coverings, are not covered by this insurance. You should insure them against accidental damage, theft or loss. Habinteg will not be able to provide financial assistance to you to compensate for losses in the event you have not taken out adequate insurance cover. 

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  2. Do I need home contents insurance or is this provided within Habinteg’s insurance?

    Habinteg’s insurance covers any structural damage to the building from fire, flood or any other cause. Any damage or theft of internal decorations or your personal belongings is not covered by Habinteg’s insurance. We strongly recommend you obtain insurance for accidental damage, theft or loss. Habinteg is not able to provide financial assistance or compensation for any loss if you do not have adequate insurance cover.

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  3. If there is a fire, flood or break in to my home, will Habinteg’s insurance cover my personal belong

    No.  Obtaining adequate insurance for your personal belongings within your home is your responsibility.  Habinteg insurance covers damages to the structure of the building only. The internal decorations and your belongings, including all carpets and floor coverings, are not covered by this insurance. You should insure them against accidental damage, theft or loss. 

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Housing and support

  1. Can I request a transfer/move to another Habinteg property?

    You can apply to transfer by completing a Habinteg transfer request application form.  Further information can be obtained by calling Habinteg Direct on 0300 3653100.

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  2. Do I have the right to buy/acquire the property I am currently renting?

    Eligible secure and assured tenants living in a Habinteg property built on or after 1st April 1997 have the Right to Acquire. The tenant/s must also have spent the last two years as a public sector tenant, or if their tenancy was created on or after 18th January 2005, you will need to wait until you have been a tenant for 5 years.

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  3. What should I do if I think I need an adaptation made to my home?

    Talk to your community assistant or to Habinteg Direct (0300 365 3100) who can let you know the process for having adaptations made to your home. You can find out more about types of adaptations on the website on our aids and adaptations page.

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  4. Where can I get help with welfare reform and possible changes to my benefits?

    We have a campaign called 'Take Charge of the change'. This aims to provide tenants with the information they need to be aware of the changes that Welfare Refom is bringing and to identify if yuo'll be affected. We have information on our website and we have been providing leaflets and newsletter articles to our tenants.

    If you are a tenant and have not received any information and are concerned about Welfare Refom please speak to your Community Assistant or to Habinteg Direct who will be happy to help you work out if you'l be affected.

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Lodgers

  1. Am I able to take in a lodger?

    Most of our tenants are allowed to take in a lodger under the terms of their tenancy. To check your situation, please speak to your community assistant or Habinteg Direct.  

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  2. Do I have to declare the rent that I receive from a lodger?

    You should declare any income to Her Majesty’s Revenues and Customs department for tax purposes. However, the government operates a scheme called Rent a Room and if the rent you receive is less than £4,250 per year, you do not have to declare it.

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  3. Do I have to inform my insurance company that I have a lodger?

    If you have home insurance then you must tell your insurance company that you have taken in a lodger.

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  4. How will taking a lodger affect my benefits?

    The effect of taking in a lodger on your benefits will depend on which benefit you are claiming.

    • Housing Benefit: if you are claiming Housing Benefit, a lodger will be included in the calculation of the number of bedrooms that you need. So if you are of working age and have a spare bedroom, taking a lodger could help you avoid the reduction in housing benefit which would normally apply (known as bedroom tax). However, any rent you receive over £20 per week will be considered income and will affect your Housing Benefit.
    • Universal Credit: if you are claiming Universal Credit, any lodger will not be included in the calculation of the number of bedrooms that you need and so the ‘bedroom tax’ reduction will still apply. However, the rent that you receive will not be treated as income, so won’t affect your benefits and could be used to pay the shortfall in your rent.
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  5. Should I give my lodger a written agreement?

    Always make a written agreement with your lodger to include the amount of rent and how much notice they need to give you.

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  6. What are my responsibilities if I take in a lodger?

    You must get Habinteg’s permission first by making a request in writing which should include information about them. You are responsible for the behaviour of any lodger while they are in your home. If you move out you must ensure that your lodger leaves too.

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  7. What is a lodger?

    A lodger is someone who shares your home, usually in return for a payment. Although they may have their own room they do not have any tenancy rights. Family members and partners who live with you as part of your household are not normally considered to be lodgers.

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  8. What rights do lodgers have?

    A lodger never becomes part of your Habinteg tenancy. They do not have any rights to your home or to take over your tenancy if you leave or die.

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  9. Will my council tax be affected if I have a lodger?

    If you receive a single person’s discount for your council tax you should inform your local council as you may lose the discount if you have any adults living with you.

     

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Out of hours

  1. If the out of hours emergency telephone number is unable to assist me, are there any alternatives?

    Our out of hours emergency telephone number is available for all tenants and as part of this contract they will assist tenants with all repair needs.

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  2. What is the out of hours telephone number?

    The out of hours number is 0345 601 3389.

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  3. What time are you open?

    We are open from 9am until 5pm Monday to Friday.

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Rent

  1. Can I pay my rent by telephone?

    Yes. You can call Habinteg Direct on 0845 606 2608. You will need your credit or debit card as well as your Habinteg Payment Card.

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  2. Can I pay my rent online?

     Yes you can. We have a quick link button on our homepage that takes you straight to our rent payment information. From March 2013 we are hoping to roll out rent portals for tenants. This means that you can log onto your rent account directly and manage your rent payments yourself.

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  3. What happens if I can't pay my rent?

     We would urge anyone who is experiencing difficulty in meeting their rent payments to talk to us. You can talk to your Community Assistant or to Habinteg Direct, who will advise you on the best course of action.

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Repairs

  1. How long will it take for my repair to be completed?

    Emergency Repairs - (24 hours) - This category is used where there is danger to life, major damage to the property, where the property is unsecure or if there is total loss of heating in the months October to March.

    Urgent Repairs - (5 days) - Includes work which needs to be carried out to overcome any serious inconvenience to the tenant to prevent damage to the property.

    Routine Repairs - (20 days) - Most repairs fall into this category.  This includes non-urgent work which does not cause immediate serious inconvenience or pose any danger to the occupants or public.

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  2. What is the best way to report a repair?

     You can report a repair online, via a form in our 'Services for Tenants' area of the website, or you can contact Habinteg Direct to report it by telephone. Alternatively you can speak to your Community Assistant or site-based member of staff. We do have further information on expected response times and whether your repair is classified as urgent or an emergency on the same web pages.

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  3. What repairs are my responsibility as a tenant?

    A list of repairs that are the responsibility of the tenant can be found in your Tenancy Handbook.  If you are unsure of your responsibilities contact your Community Assistant or Habinteg Direct on 0300 365 3100.

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Tenants

  1. How much notice do I have to give if I am moving out?

     You must give 28 days written notice.

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  2. Who is responsible for pests/vermin in my house?

     Unless these are in common areas of flat's, it is your responsibility to contact your local Environmental Health Department.

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Total results: 36