Torfaen

Frequently Asked Questions

You must be aged over 16years old and eligible to apply for housing with our partners through Homeseeker. Some people may be ineligible due to the law that affects asylum and immigration or their previous behaviour makes them an unsuitable tenant of the Homeseeker partnership. Please refer to the Application Guide for further details.

• How do I apply to join the Housing Register?

You will need to complete a Homeseeker Application form. This can be downloaded by clicking HERE (a Guide is also available by clicking HERE ) or from the Homeseeker Team , any Customer Care Centre or any of our housing partners . Click How to Contact Us for contact details and Homeseeker opening hours.

• What other documents do I need to provide?

To tackle and prevent fraud , we need to establish the identity of who is applying to us for housing . To ensure we administer your application as quickly as possible please provide copies of at least one document from each box below .

• What happens if I do not provide the required documents?
  
  Until we receive all the evidence to support your priority we will place you in the lowest priority band, this is the bronze band. If we receive evidence to support a higher priority band at initial registration we will alter your priority status to reflect your increased priority. If your application form is incomplete it will be returned to you. The longer you take to fully complete your form will be reflected by the time your application has been awarded an effective date of registration.
  
  
• How do I know if I have been accepted onto the Housing Register?
  
  You will receive a letter confirming that you have been accepted onto the Homeseeker Register. This will tell you the band you have been placed, the effective date your application has been registered from and the size of property you are eligible for.
  
  
• Can you refuse to accept me onto the Housing Register?
  
  There are some people who are not eligible to be included on the Housing Register. These are:

  • Certain people who are subject to Immigration Control under the 1996 Asylum and Immigration Act.
  • Certain people from abroad who are not subject to immigration control but who are not habitually resident in the UK, the Channel Islands, the Isle of Man or the Republic of Ireland.
  • People (including members of their household) who have been guilty of unacceptable behaviour that makes them unsuitable to be a tenant. For more detailed information see our Application guide.
    
    
• What are priority Bands?
  
  Your application will be assessed according to your level of housing need and placed in one of the priority bands from Emergeny for very urgent need to bronze for minimal housing need.
  
  
• How long will I stay in the same band?
  
  Our priority bands are based on a persons need for housing, the greater the need the higher the band. If you are placed in the higher priority bands we will expect you to apply for all properties across Torfaen that meet your housing need.You may normally only remain in Emergency band for 8 weeks, Gold bands 1 & 2 for 13 weeks all subject to the availability of suitable accommodation.All other bands have unlimited time restrictions. If you are unsuccessful in securing accommodation within the higher priority bands, your priority status will be reviewed to decide whether it continues to warrant such a high level of priority. If it does you will be able to remain in that band for a further 3 or 6 months respectively. However, if it is decided that your priority is to be reduced your application will be reassessed and placed in the band appropriate to your circumstances.
  
  
• What do I do if my circumstances change?
  
  It is very important that you tell us of any changes in your circumstances so that we can amend your application. We will tell you if this results in your application moving to a different band. If you move up a band the date used will be the date you move into that band. If you move down a band the date used will be the date that applied when you were previously in that band or any earlier date when you were in a higher band.
  
  
• Do I need to renew my application each year?
  
  Yes, once a year, normally on the anniversary of your application you will be sent a declaration form, which you must complete and return within 28 days. If you fail to return the form we will write and tell you that your application has been cancelled.
  
  
• What if someone in my household has a medical condition?
  
  If someone in your household has a medical condition you will be asked to provide details that may be referred to our medical advisors who will provide us with their professional opinion. We will only grant medical priority if your home adversely affects your medical condition. If you are granted medical priority there is an expectation that you apply for properties that meet your housing and importantly medical requirements. e.g. if you cannot climb stairs, we would not expect you to apply for a house with stairs unless this was suitably adapted.
  
  
• How often are properties advertised?
  
  Properties will be advertised weekly. For more details click Step 2 - Choosing,
  
• Where are properties advertised? Properties are advertised in the following ways:
  
  • Online at www.torfaenhomeseeker.org.uk
  • On display boards at Customer Care Centre and main offices of the housing partners.
  • Other locations may be added in the future.

• What information will the property adverts contain?
  
  The adverts will tell you the landlord, location, bedrooms, rent and other features of the property including the preference band in which the property is being advertised. If your bedroom entitlement is different to this you will not be able to bid for that property. Where available a photograph of the property or a similar house type will be provided and you will be able to access information about the local area and facilities. The advert will also tell you if there are any special requirements that the applicant must meet, such as age requirements.
  
  You can express your interest or bid, as it is also known, in the following ways:
• • Online through our website
  • By email via www.homeseeker@torfaen.gov.uk
  • Through our 24hr automated telephone service on 08455050515

  • Digi TV through Sky and Virgin Media, through Wii, PC and mobiles with web enabled facilities using the following instructions/links

  • Sky

    Press interactive button, choose DirectGov, press select on welcome page, and choose #1 – Local Services

    Virgin Media

    Press interactive button, select news and info, select looking local

    Wii, Mobile & PC

    Use the following URL in to the browser and follow the links on lookinglocal.gov.uk

• How many properties can I express an interest in?
  
  You will be able to express an interest in a maximum of four properties during each advert cycle. However, you will only be able to express interest in properties that are suitable and large enough for you and your family.
  
  
• How long will I have to bid for a property?
  
  Properties will be advertised from midnight on a Wednesday (leading in to Thursday morning) and you will be able to register your interest in properties up until 23.59pm the following Tuesday for internet and telephone bidding. Paper coupons and email will close at 2pm each Tuesday. If your bid is late it will be discounted.
  
  
• Will I know how many other people are interested in the same property?
  
  Yes, when you bid for a property you will be told where you are in the queue at that moment in time and this is meant to be only a guide to you, IT DOES NOT GUARANTEE YOU WILL BE OFFERED A PROPERTY. Due to the high volumes of people accessing the site your position is likely to change frequently as other people may apply for the same property who may be registered longer than you, this is particularly important at the advert close as we take account of all bids at that time including internet, telephone, email and paper bids. Using this information as your guide you may decide to withdraw your bid for one property and bid for a different property for which you are higher placed in the queue. You can do this at any time before the closing date, however, this is not available for email or paper expressions of interest.                                                                                                                                

• NB: APPLICANTS IN GOLD 1 AND GOLD 2 PRIORITIES ARE SHORTLISTED BY BOTH THEIR EFFECTIVE DATE (TIME WAITING) AND THE DATE PRIORITY IS AWARDED. THE APPLICANT WITH THE LONGEST PRIORITY AWARD DATE WILL BE CONSIDERED FIRST.
  

• How do you decide who is offered a property?
  
  Once the closing date for bids has passed a shortlist of interested applicants is drawn up by the respective landlord. The shortlist is in order of  priority preference, eligibility and effective date of registration according to the criteria stated in the advert details for that property. The applicant at the top of the list will normally be offered the property. Click Step 3 - Offer for more details.
  
  
• If I successfully bid for a rented property, can the landlord refuse to let it to me?
  
  You may not be invited to view the property for the following reasons:

  • You owe rent or have other housing related debts within the partnership
  • You are a  tenant and legal action has been taken against you because you have broken your tenancy conditions
  • You have sufficient resources to solve your own housing problems i.e. own your own home
  • You have not provided the required documentary evidence to support your application by the date given
  • Your circumstances have changed and this results in a reduction in your level of priority. 
  • You have provided incorrect or misleading information, which has resulted in your application being awarded a higher priority than it deserves.
    
    
• If I am offered a property, will I be able to view it before making up my mind?
  
  Yes. You will be given an opportunity to view the property and decide whether you would like to accept it, the letting landlord will inform you of the timescales in which you will be required to make a decision of acceptance.
  
  
• What if I dont like the property when I have seen it?
  
  You will not normally be penalised for refusing a property that you have been offered and will still be able to express interest in properties that become available, however after 2 suitable offers your priority is likely to be decreased to a lower band.
  
  
• How will I know what has happened to the properties advertised?
  
  Information about homes that have been successfully let or purchased through shared ownership is published. We tell you the number of applicants that expressed an interest in each property, the band and the registration date of each property. To see the results of properties that have been let click Recent Lets.
  
  
• How will this information help me?
  
  It will give you a better idea of how popular a particular property or area is and how long you would normally have to wait. You can then decide whether to look for other types of property or areas where you may not have to wait as long.
  
  
• Are carpets and appliances provided?
  
  You will normally have to provide your own carpets and appliances.
  
  
• What other options are there for housing?
  
  There is a severe shortage of affordable homes in the Torfaen area. Most applicants on the Homeseeker Register will have to wait a considerable time for re-housing and many of those in the lower bands will be waiting a significant time for housing  in the local area. Depending on your circumstances you may wish to consider other options such as renting in the private sector. The Council is developing a Housing Options Service with its partners to widen housing opportunities across Torfaen
  
  
• What if I become homeless?
  
  Households who are homeless or threatened with homelessness will need to discuss their circumstances with the Council's homelessness service. We will work with you to try to prevent you becoming homeless and will discuss your housing options with you. If this is unsuccessful you may be offered temporary housing dependant upon your housing circumstances and priorities within the law. You may still express an interest in properties through Torfaen Homeseeker, providing your application has been accepted on the Register.
  
  
• How do I request a review of a decision?
  
  If you disagree with any of the following decisions you can request a review:
  • You are not eligible to join the housing register
  • You are not eligible for an offer
  • Your application has been cancelled other than at your own request
  • You think that you have been placed in the wrong band or given the wrong priority date
    
  To request a review you must contact the Homeseeker Team within 21 days of the date you are notified of the decision and the reason for it. You may provide additional information in writing that you wish to be taken into account when the review is carried out. You will normally be advised of the outcome of the review within 8 weeks. You may not request a further review however you have a right of Appeal