Frequently Asked Questions

1. How do I log in?

   Click on “Login” button on the home screen to enter your Household ID and Password, and if you have forgotten your password there is a link to reset it. 

2. How do I update my application if my circumstances change?

   Click on “Register Here” then “Login” and access the link to “change of circumstances” and you will be able to update your details. 

3. Why do I need to complete a 6 monthly review?

   This is to ensure your application is up to date and we have the correct contact details.  To complete a review, click on “Register Here” then login and access the link to “change of circumstances”. 

4. How does banding work?

   Banding works by prioritising applicants based on their housing need and the information that is provided in your application.

   • Platinum – urgent housing need 
   • Gold – high housing need 
   • Silver – low housing need 
   • Bronze – low need or adequately housed 

5. What is a bid?

   A bid is an expression of interest in a property, there is no monetary value involved. 

6. Why do I have to bid?

   Bidding is the only means of registering your interest in a particular property. If you do not bid, you will not be considered for any properties. 

7. What happens after the bidding period closes?

   The applicant who has the highest priority housing need and best fits the property will be contacted direct to progress their application to the next stage. 

8. How do I check my bidding history?

   Log into your account and go to “My Details” and select “Current bids” from the drop-down menu. 

9. What happens if I do not bid?

   If you do not bid, you will not be considered for any properties.

10. When and where will the properties be advertised?

    Available properties will be advertised on the “See All Properties” tab, on a 5-day bid cycle at 12 noon on:

    • Mondays
    • Wednesdays
    • Fridays

11. Unable to place a bid?

    There may be a few reasons as to why you are unable to place a bid on a property such as the property size, please contact us to assist on 01387 321300 or email [email protected]

12. When can I move in?

    Properties are advertised as soon as a customer gives us 28 days notice, and it may take up to 4-6 weeks before a property is ready to relet

13. Can I change my mind after an offer of a property?

    If you refuse an offer of a property, you will only be entitled to receive one further offer before being suspended for a period of 1 year. 

14. My bid has been successful, what happens next?

    Successful applicants will be verbally offered a tenancy following all relevant checks being completed. Once the property is available and ready to allocate, a sign-up appointment will be arranged. 

15. When should I give notice on my current property?

    We recommend that you check the required notice period of your current tenancy before you start bidding on properties.   Property adverts will provide an estimated timeline of when the property will be available.  Please note that all offers made are provisional and terminations can be retracted or extended at any time.

16. When do I start paying rent?

    The initial rental payment is due on the day of sign-up.