Helping people to find a home in Newcastle - Your Homes Newcastle

Helping people to find
a home in Newcastle
A guide to agencies helping people find a home in Newcastle
April 2007

Contents
Introduction 3
How to help people apply to Your choice homes
for homes owned by the Council 4
• What is Your choice homes? 4
• Where do customers apply? 4
• How do you get additional help and support for your customer? 4
• How to apply and the registration process 6
• Verification and eligibility 7
• Identifying support needs and priority needs 8
• Appeals and reviews 9
Bidding for a Council home through Your choice homes 10
• Where are properties advertised? 10
• How do customers bid for a property? 10
• How is a customer selected for a property? 10
• What happens if the bid is successful? 11
• What happens if the customer is not successful? 11
• What should the customer do if it is taking time for them to be made an offer? 11
• How to appeal if you are not happy with decision 12
• Other types of lettings 12
How to help people apply to Your choice homes
for Housing Association homes 12
• How the process works 12
• The nominations agreement 12
• How to appeal if you are not happy with decision 12
How to help people apply to Your choice homes
for private rented homes 14
• How the process works 14
Other routes into Housing Association homes 15
Other routes into private rented homes 15
Other options for securing settled housing 15
How to help a customer who is homeless or vulnerable 16
Page
Introduction
Your choice homes (YCH) is a partnership
between Newcastle City Council, Your Homes
Newcastle and Housing Associations to let
their homes in Newcastle. It’s designed to
give customers a simple and open system,
which is accessible and easy to understand.
Partner landlords in YCH are:
• Anchor Trust
• Byker Bridge Housing Association
• Cheviot Housing
• Guinness Trust
• Hanover
• Home Housing
• Housing 21
• Johnnie Johnson
• Private Rented Sector
• Methodist homes
• Newcastle City Council
• NomadE5
• Places for People
• Railway Housing
• Riverside North East
• William Sutton Trust
• Two Castles
• Your Homes Newcastle
The purpose of this guide is to offer simple
and easy to understand information about
finding a home in Newcastle.
It has been produced for all agencies who
help people find a home in Newcastle, with
the aim of giving better support and
guidance, to find the best housing outcome
for the people they help.
• What if a customer has nowhere to go tonight? 16
• What if a customer is worried that they may lose their home? 16
Contact details 17
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How to help people apply to YCH for homes
owned by the Council
What is Your choice homes?
This is the name the City Council has given to
their choice based lettings service. This is
managed on their behalf by Your Homes
Newcastle (YHN).
Your choice homes is different from the
previous Allocations Scheme, as it gives
customers the chance to choose a home for
themselves instead of being told what is
available to them.
Most empty properties are advertised. The
Government think that this is the best way to
let social housing.
We feel that by marketing homes and making
sure customers have more say about where
they live, we will be able to create more
settled communities and reduce the number
of homes that are empty.
Customers can choose when to register, when
to bid for a home and whether they want to
accept it.
We provide much more information about
what we do and who we let homes to. The
service is more open and transparent than
the previous points scheme.
Where do customers apply?
You can get a Registration Form from:
• the YCH Property Shop
• any YHN Housing Offices
• the Housing Advice Centre
• any other partner landlord’s offices
Customers can also:
• register on-line at
www.yourchoicehomes.org
• use the freephone facilities at any
YHN Housing Office
• call property hotline on 0191 277 2020
We will register a customer within 5 working
days and write to a customer, or agency
acting on their behalf, when we have done
this.
How do you get additional help
and support for your customer?
YHN and our partners share the responsibility
to make sure customers can access the service.
Any of our offices will be able to offer advice
or assistance.
If the customer’s first language is not English
we can provide interpretation facilities. We
can also provide information in Braille, large
print or on audiotape.
As well as help for customers wanting to
move we can also assist customers to stay in
their home.
YHN Housing Officers see many of the
customers who use YCH. They can arrange for
customers to be visited at home or in another
convenient location.
They can help them to fill in the registration
form, explain how the system works, how to
find out what is available and how to bid for
properties.
They will go with a customer to look at a
property they are offered.
If the customer accepts it an Officer will sign
them up for the tenancy and order any
repairs needed, to ensure the property is at a
lettable standard.
They will work with local agencies to support
vulnerable customers and respond to most
cases where a customer is faced with an
urgent and immediate need to move.
Officers are supported in their work by a
range of more specialist teams, such as:
• The YCH Property Shop operates as a
housing estate agent by advertising
property, helping visitors to use the scheme
and advising on how to make expressions
of interest.
It is the main point of contact for staff,
customers and their advocates in terms of
the operation of YCH.
It also has specific responsibility for medical
and disability assessments and
recommendations and for dealing with
customers who apply from outside of the
city.
• Staff at the Housing Advice Centre (HAC)
offer help to prevent homelessness,
wherever possible and will assess the needs
of customers who approach them as
homeless.
They will secure emergency
accommodation for people in a priority
group. They will try to find temporary
accommodation for customers not in a
priority group. They will help customers to
use the YCH scheme to find appropriate,
suitable and secure accommodation.
• Staff at the Asylum Seekers Unit (ASU)
manage the NECASS contract an support
customers housed under that contract and
into subsequent move-on accommodation.
• Relocation and Resettlement staff help
customers find alternative homes and offer
support through the process. This is usually
where they have to leave their homes
because of demolition or redevelopment in
regeneration areas.
• Advice and Support workers based in
offices across the city work with customers
with support needs.
They help customers access appropriate
accommodation services, funds and
support packages to maintain independent
living through YCH or other providers.
They offer floating support to customers
with a range of needs.
They will also help people to apply for
homes through YCH.
• Inline staff offer floating support and
other help to vulnerable or chaotic young
people.
They will work with the young person to
identify what support is needed and assis
them in gaining and maintaining a
tenancy.
If the young person is worried abou
possibly having to leave their parents or
other carers home, Inline can talk this
through with both the parents/carers and
the young person.
The aim will be to avoid this happening as
a crisis but rather taking place in a planned
way.
• Stepping Stones staff also work with
young people. They have direct access and
supported accommodation for customers
who have high levels of needs and are at
increased risk of repeat homelessness.
• Housing and Anti-social Behaviour Unit
will be able to help people stay in their
homes by dealing with issues of anti-social
behaviour or breaches of tenancy.
• Community Care Alarm Service can o
people who feel vulnerable in their home
support, by fitting alarms or other telecare
equipment, which links direct to support.
Examples of its use would be to assist older
people at risk of falling or victims of
harassment or racial harassment.
If you would like a demonstration, call the
Community Care Alarm Service on 0191
278 8699.
• The Newcastle Furniture Service helps
customers who need furniture for their
home or new tenancy. There are a number
of different options available and the
service can be contacted on 0191 278 1888.
Refer to pages 20-23 for more information.
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How to apply and the
registration process
The following flowchart shows, in brief, the
steps taken from point of registration to a
decision being made on eligibility to join
YCH.
Registration form completed
No verification information
received
No response,
cancel
Registration returned
On line registration printed and
sent to customer to sign
Information received
Reminder letter
Verification and eligibility
When a customer registers we have to carry
out checks, as there will be some people who
may be ineligible such as:
• Certain people from abroad
• Some people guilty of serious
unacceptable behaviour
In order to verify the customers details YCH
may ask for references from a customer’s
current or previous landlord. Where this is
not avaiilable other information may be
considered. Details are given in the customer
registration pack.
We need confirmation that the customer is
who they say they are.
We will look at any previous or current rent
arrears a customer might have.
If they have any record of property damage
or anti-social behaviour we’ll have to look at
that too.
The details that are given may be shared with
other public bodies, including the Police. This is
to help with preventing and detecting crime.
Agencies can act on a customer’s behalf if the
customer cannot provide information to
complete the verification.
They can also be a referee.
We will only request the information ourselves
when a customer is unable to provide it.
Where we make someone ineligible for the
scheme, which means they can not bid for a
home, we will tell the customer what
information we have considered, why they are
ineligible and what they need to do to become
eligible.
We will also pass this information on to an
agency working with them.
The following table gives some examples of
what might be given by the Manager who
makes the eligibility decision.
Eligible
Not eligible
Examples of reasons for ineligibility
Possible grounds for
ineligibility
Rent arrears
Suggested period of
ineligibility
12 weeks or until the
debt is cleared
Usual requirement for ending ineligibility
Welcome letter
Decision letter
Agreeing a payment plan and maintaining the
payments for 12 weeks or clearing the debt in full.
Bid for available
homes
Not upheld
Upheld
Further appeal
Upheld
Appeal
Not upheld
Decision Letter
Panel of
members
Address
behaviour
Malicious damage to
property
Previous anti-social behaviour
or nuisance and annoyance,
including assault on any
member of our staff or of a
partner landlord of YCH
Conviction of an arrestable
offence in or near the home
6 months Agreeing to pay the full cost of the damage or
agreeing to, and keeping to, a repayment plan and
being able to provide evidence that they would be
able to manage the tenancy without causing
damage in future.
12 months Customer must be able to provide evidence to
demonstrate a period of good behaviour and that
they will be able to conduct a tenancy in a
satisfactory manner, for example suitable references
from current landlord, Police or other agency.
12 months Customer to provide clear evidence of a change of
attitude and behaviour and that they will be able to
conduct a tenancy in a satisfactory manner. Suitable
evidence to support this would normally come from
the Police or Probation Services.
Racist behaviour during a
previous or current tenancy
or during the process of
obtaining a new home
12 months Customer must provide evidence of a change of
attitude and behaviour and that they will be able to
conduct a tenancy in a satisfactory manner and not
undertake racist behaviour.
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The previous table is only guidance for
managers to help them arrive at a decision
about eligibility. All individual circumstances
will be considered.
The decision-making Manager needs to be
aware that they will have to evidence why
they have made the applicant ineligible and
what the applicant needs to do to become
eligible.
This guidance needs to be used in the context
of the checks and balances within the system
to gather evidence and assess eligibility.
For example, the Pathways programme
requires support providers to focus their work
on helping the customer to address the
reasons for being ineligible. They also need
to provide evidence of any change, so that
the decision can be reconsidered.
The time scales given are only a guide. The
length of time that the customer is
considered ineligible will depend on the
circumstances in each case.
Agencies working with customers should help
the customer to change the unacceptable
behaviour.
They should also help them to provide
evidence that they have changed.
The times given are guidelines but will be
varied if clear evidence of a change in
behaviour becomes available at an earlier
time.
With any decision that we make we will write
out and tell the customer what decision has
been made.
We will also say what information we have
considered and what needs to be done to
address the problem.
You should tell us if you have any other
evidence that you think we should consider,
or if you think that we have taken something
into account that is not relevant or is
incorrect.
We can reconsider our decision in light of any
new information.
Identifying support needs and
priority needs
The registration form asks customers, or the
agencies helping them apply, to highlight if
there is a support need or an urgent and
immediate need for them to move.
This will be recorded and investigated during
the verification process.
Newcastle City Council has statutory duties
towards people who have nowhere to live or
who are not safe where they live.
If a customer is assessed as being in urgent
and immediate housing need, there are
various ways we can help with available
properties that are suitable for them.
Priority categories are:
• substantial disability or health grounds
• welfare grounds. For example to give
or receive support
• domestic violence, harassment and
racial harassment
• homelessness
• a customer’s home is subject to major
building work or demolition
• a customer is occupying housing that is
unsatisfactory because it is unsanitary
or statutorily overcrowded
• a customer would suffer hardship if
they could not move to a particular
locality. For example to take up
employment to get them out of
relying on benefit
Appeals and reviews
If you think that the decision to make
someone ineligible is wrong then customers
can appeal against this.
They should write explaining why they think
the decision is wrong and provide evidence if
possible.
This should be done within 21 days of the
date of the letter.
A panel of Senior Independent Officers (who
were not involved with the original decision)
will consider any written requests for a
review or appeal against certain decisions
within 21 days.
Written submissions must detail why you
think the decision is wrong or what the
customer has done to address any issue.
If the customer is not able to provide
evidence of a change in behaviour they can
wait until they have this evidence.
A review of the decision can be requested at
any time after the 21 days has ended, if you
have additional information that was not
previously considered.
The 21 days period to appeal may be
extended in exceptional circumstances. This
should be agreed with the officer who made
the original decision as soon as possible.
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Bidding for a home through Your choice homes
Where are properties advertised?
We advertise homes every week. You can find
our adverts in The Evening Chronicle on
Tuesday and on posters in our Property Shop,
YHN Housing Offices, partner landlord
customer outlets, Customer Service Centres
and on the YCH website.
Each property will have a closing date. This is
usually at noon on the following Monday.
Customers can make a bid from Tuesday until
Monday at noon. No bids will be taken after
this time.
How do customers bid for a
property?
• face to face at the Property Shop, any
YHN Housing Office or partner
landlord
• by writing to us or by filling in a coupon
• by telephoning 0191 277 2020
• by logging on to our website
www.yourchoicehomes.org, search for
a home and bid
• by emailing us at
your.choice.homes@yhn.org.uk
Customers can bid for up to 3 properties each
week.
Each property will have a short description.
This will tell customers how many bedrooms
it has, any special features, how much the
rent is and who the landlord is.
It is also likely to say who we will give
preference to. For instance, a larger family
will be given preference for a 4-bed house.
There may also be special conditions for a
property, such as:
• the number of people who can live in
the property
• if cats or dogs are allowed
• the minimum age required of tenant
• whether it is suitable for children
Customers must be registered and eligible for
the scheme and meet any of these
requirements before they will be considered
for the property.
Properties let on a ‘first come
first served’ basis
Some properties are let on a ‘first come first
served’ basis.
These properties often have little or no
requirements on the advert and have no
closing date. They will be let to the first
eligible customer who bids for it.
How is a customer selected for a
property?
Our computer system does this for staff
automatically. When an advert closes the
system puts the customer’s bids into order.
If customers with a priority have bid they will
be at the top of the list. These will be ordered
by the time a customer has held their priority
and the number of priorities they have.
Customers will then be listed by length of
residency. The length of time someone has
lived in their home is usually used as a tiebreak.
When the full list is ready the system will take
out any customers who are not eligible for
that property and don’t meet the property
criteria.
Staff then contact the first person on the list
and carry out some verification checks to
make sure the customer’s circumstances have
not changed.
What happens if the bid is
successful?
We will write to the customer, or to the
agency working on their behalf, to tell them
about the offer. We will usually try to
telephone the customer if we have a contact
number.
The letter will give details of the property,
including the rent, and give the customer a
time scale for replying to us to arrange a
viewing.
If we don’t hear back we will assume that the
customer is not interested and count this as a
refusal.
We will then carry out a second verification.
This is to check that a customer’s
circumstances haven’t changed.
The offer could be withdrawn if their
circumstances have changed so that the offer
is no longer appropriate. For example, if the
household size has changed, they may not be
eligible for the home.
If their recent behaviour is unacceptable in a
way that makes them unsuitable as a tenant,
we may decide that they are ineligible at this
point.
Customers will then be invited to view the
property. An advocate or other nominated
person can accompany them along with an
Officer from the partner landlord. They will
show you the property and answer any
questions.
The customer can decide after viewing the
property that it’s not for them. If they are
eligible they will remain on the register and
can continue to bid for other properties in
the future.
If they are homeless or in urgent and
immediate need and have been given priority
status, we may feel that this offer meets this
duty.
A refusal means that their priority status
could be removed.
What happens if the customer is
not successful?
Because of the number of bids we receive
each week we can’t contact every
unsuccessful customer.
If a customer isn’t contacted within a week of
the advert closing they should assume they
were not successful on that occasion.
We publish the results of all completed
lettings every month. These are called our
‘Feedback Reports’. You can get one from any
Housing Office, the YCH Property Shop or on
our website.
What should the customer do if
it is taking time for them to be
made an offer?
We may offer someone in supported
accommodation a priority if they are:
• eligible for the scheme
• have been engaging with support
services and YCH but have been
unsuccessful
• there is pressure on the supported
accommodation provider to move the
customer on because the bed space is
needed for another service user
A customer can also nominate someone to
bid on their behalf. For example, if they are
unsure about how to use the scheme, or in
prison and due to leave soon and can’t make
bids for themselves a housing advisor or
other worker can make the bid.
Advice agencies or other people working
with the customer can bid on their behalf.
YHN Advice and Support Workers, Homeless
Prevention Officers and other YHN Staff can
also be nominated to assist someone.
If you are unsure whether you can make bids
on behalf of a customer, please call the
Property Shop on 0191 277 2020.
Page 10 Page 11

How can the customer appeal if
they are not happy with the
decision?
You will be able to request a review or an appeal
on behalf of your customers, of decisions
relating to:
• their ineligibility from Your choice homes
membership
• a denial of a priority, an extension of a
priority or a Housing Management Let
• the reasonableness of the offer made to
them as a priority holder or Housing
Management Let
• how long they have continuously lived in
their home
The request for a review must be submitted in
writing within 21 days of the original decision.
In the request the customer should explain why
they feel the decision is wrong.
The review will be based on that written
submission.
In cases of eligibility this should include
information relating to what the customer has
done to rectify the unacceptable behaviour.
For decisions relating to Council property a
panel of at least two Senior Independent
Officers, who have not been involved in the
original decision, will carry out the review.
This will be dealt with within 21 days of the
review request being received.
Written confirmation of the review decision will
be sent no later than 5 working days after the
review period.
A person who is dissatisfied with the outcome of
a review can request a further appeal. However,
such an appeal to the Housing Appeals Panel
(elected members) will only be referred at the
discretion of the Chief Executive of Your Homes
Newcastle.
This will only happen where the case involves
unusual or exceptional circumstances or raises
points of principle or policy not covered by the
existing scheme.
Where the appeal relates to decisions made by a
Housing Association you must seek information
about the appeals procedure for that
organisation.
The 21 days period to appeal may be extended in
exceptional circumstances. This should be agreed
with the officer who made the original decision
as soon as possible.
Other types of lettings
In some cases vacant properties will not be
advertised in the normal way through the YCH
scheme. These cases include:
• Housing Management Lets: where any
partner landlord needs to use a vacant
property for a range of specific or exceptional
management purposes, such as asylum
seekers, other national priorities or some
homeless cases.
• Some Adapted Properties: where we have
installed a high level of adaptations we may
choose not to advertise these homes and
instead, make a direct offer to a customer
who we know has an urgent and immediate
need for those specific adaptations. This is to
ensure that we make the best use of stock
and meet significant housing need.
• Succession: where a secure tenant dies, it may
be possible for a member of his or her family
(including a same sex partner) to claim their
tenancy. These cases should be discussed with
the local housing office or partner landlord.
• Exchanges: where a council tenant is allowed
to consider a direct exchange with other
Council tenants and tenants of other
landlords. This should be discussed with the
local housing office or partner landlord
before any further arrangements are made,
to bring about the exchange.
• National Mobility Schemes: where customers
wish to move from or to another area of the
Country.
• Garages: YHN lets council lock-up garages to
a range of priority categories in various
locations throughout the city. Disabled people
may be entitled to a rental allowance.
How to help people to apply to Your choice homes for
Housing Association homes
How the process works
Customers are able to access homes from
Housing Associations in the same way as they
would a property managed by YHN.
The main difference is that a Housing
Association may place different property
criteria on an advert. For example, they may
advertise properties for a certain age group
or for key workers.
As with other properties, customers would
still need to meet the criteria set against this
property. Their rents may also be higher than
those for homes managed by Your Homes
Newcastle.
Also, they may be able to advertise different
types of properties. This includes homes
where customers could buy a share of the
property.
Your choice homes encourage Housing
Associations to accept the eligibility decision
made when customers register. However,
Housing Associations may choose to carry out
a further verification check.
They may apply their own criteria as to who
would be eligible. We will work with Housing
Associations to ensure that they have all the
information available to them, in order to
carry out this check quickly.
Another difference for customers is the type
of tenancy agreement they would sign.
Although similar to the agreement they
would sign for a YHN tenancy, there are some
differences.
For any further information about these, or
any other type of tenancy, contact the City
Council’s Housing Advice Centre on 0191 277
1711.
The nominations process
We want to make sure that customers have as
much choice as possible and therefore want
to make sure as many homes as possible are
advertised.
In order to do this we have established a
nominations agreement with partner
landlords.
This agreement states that YCH will let 100%
of all new build properties and 50% of other
properties that become available to let.
We monitor this on a monthly basis to make
sure that the agreement is kept and continue
to develop the agreement, to increase the
number of properties that are advertised.
Some partners already put all of their homes
though the scheme.
How can the customer appeal
if they are not happy with the
decision?
If you are not happy about a decision that a
partner landlord makes, you need to appeal
through their own appeals process.
Each landlord should have a published copy
of this.
However, Your choice homes will help you if
you need further information.
Page 12 Page 13

How to help people apply to Your choice homes for
private rented homes
How the process works
Customers are able to access homes from
private landlords in the same way as they
would a property managed by YHN.
However, you may notice that we currently
only advertise a very small number of this
type of home.
The main difference is that a private landlord
may place different property criteria on an
advert. For example, they may advertise
properties for sharers or their rent may be
per room instead of for the whole property.
As with other properties, customers would
still need to meet the criteria set against this
property.
Your choice homes encourages private
landlords to accept the eligibility decision
made when customers register.
However, private landlords may choose to
carry out a further verification check and may
apply their own criteria as to who would be
eligible.
We will work with them to ensure that they
have all the information available to them, in
order to carry out this check quickly.
A private landlord may also ask a customer to
provide a deposit or bond. This is usually
equal to 1 months rent but this may vary
from landlord to landlord. They may also ask
for a months rent to be paid in advance.
The customer may be able to get help with
either of these through the Newcastle Rent
Deposit Scheme, which can be contacted
through the Private Rented Project on 0191
273 6103.
Another difference for customers is the type
of tenancy agreement they would sign. It is
likely that the tenancy agreement will be an
assured shorthold tenancy.
This means that it would need to be renewed
on either a 6 or 12 month basis.
For any further information about these or
any other type of tenancy, contact the City
Council’s Housing Advice Centre or Tenancy
Relations Team on 0191 277 1711 or the
Private Rented Project on 0191 273 6103.
Other routes into Housing
Association homes
You can apply directly to a Housing
Association by completing their own
application form and going on to their
waiting list.
A list of Housing Associations can be found at
the back of this leaflet.
Other routes into private rented
homes
You can apply to Private Landlords through
any lettings agent. You can also contact the
Private Rented Project for information.
This project helps people to find
accommodation through private landlords,
and will also explain customer’s rights and
what to look for in a tenancy agreement.
The Private Rented Project is open from 10am
to 12pm and 2pm to 4pm, Monday to Friday
at 91 Tamworth Road, Arthur’s Hill, Newcastle
upon Tyne. Their telephone number is 0191
273 6103.
Other options for securing settled
housing
• Succession is where a secure tenant dies
and it may be possible for a member of
their family (including a same sex
partner) to claim their tenancy.
The Council has agreed to extend tenants’
rights by allowing this to happen twice.
If a customer is not allowed to succeed
the tenancy then they will be asked to
complete a registration form for Your
choice homes and can bid for properties.
• Mutual exchange is where tenants can
swap homes with another council tenant
or tenant of another landlord. This has
to be agreed by each landlord. Further
details are available at local housing
offices.
• Shared ownership schemes let customers
who can afford it, buy half of a property
and rent the other half from the landlord
until they can afford to buy the full
property.
Customers who own half of their property
may choose to sell their half or buy the
remaining half.
Housing Associations generally operate
these schemes.
• Keyworker housing are homes that have
been built for specific groups of people.
Customers must meet the property
criteria before they would be considered.
An example of this may be where homes
are built in an area and a percentage is
put aside for people who work within
the community.
• Student housing means accommodation
that is specifically designed for students.
Rent is often paid for per room.
In some cases accommodation has to be
of a minimum standard to comply with
Health and Safety legislation.
• Other Local Authority Housing can be
available to customers. Most authorities
now have open waiting lists so people
from outside the area can apply.
You may be given less preference than
other customers.
The relevant authority will have a
published Lettings Policy, which will tell
customers what they are entitled to.
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How to help a customer who is homeless or vulnerable
What if a customer has nowhere
to go tonight?
Customers can go to the Council’s Housing
Advice Centre where a Homeless Prevention
Officer will try to make sure that they have a
bed for the night.
They are open from 10am to 12pm and 1pm
to 4pm, Monday to Friday. On Wednesday it
opens at 1pm.
Customers can phone the Housing Advice
Centre between 8.30am and 12pm and 1pm
and 4.30pm on 0191 277 1711.
Outside of these times, customers can call the
Emergency Homeless Officers by ringing the
Civic Centre on 0191 232 8520.
Sometimes the only accommodation that can
be offered is outside of Newcastle.
Customers can also go to another advice
centre. An advice worker will find out where
there are vacancies in temporary
accommodation or will contact the Housing
Advice Centre on their behalf.
It may also be possible to phone hostels and
Bed and Breakfasts to find out if there are
vacancies.
What if a customer is worried
that they may lose their home?
Customers can go to any housing office or
the Housing Advice Centre to speak to a
Homeless Prevention Officer. They will try to
stop a customer from losing their home.
They may be able to do this by:
• advising customers about benefits, so
that rent arrears do not cause
customers to lose their home
• helping customers apply for more
benefits
• telling customers about their rights to
live in the place they are staying
• talking to the person they are staying
with, to discuss what their options are
for moving elsewhere and what might
make it possible to stay longer at the
property
• looking at problems the customer may
have with paying a mortgage and
talking to their building society or bank
If customers do need to move then the
Homeless Prevention Officer or housing
officer will work with them to help them find
somewhere else to stay. This could be
through:
• applying for council housing through
Your choice homes
• applying for Housing Association
housing through Your choice homes or
directly to a Housing Association
• looking for a private rented home and
helping customers to find money for
the deposit and rent in advance
• helping customers look for a house to
buy
• helping customers apply for housing in
one of the supported housing schemes
in the area
Customers can also get advice from the
Tenancy Relations Service based at the
Housing Advice Centre, if they have a tenancy
with a private landlord.
The tenancy relations service can:
• talk to a landlord and try to find out
why a customer might have been
asked to leave
• make sure that the Notice asking a
customer to leave is correct and gives
them the right period of time as notice
• make sure that customers are not
asked to leave without a court order
(in most cases)
Customers can go to another advice centre
where they can get guidance, which may
help to stop them losing their home or to
find somewhere else to live.
They can also ask for help from someone else
you are in touch with. For example, an
advice worker, a social worker, probation
officer, Advice and Support Worker or care
worker.
Page 16 Page 17

Your Homes Newcastle contact details
Housing Association contact details
YHN office Address Telephone Fax
Avison Street
Blakelaw
Byker
Cruddas Park
Elswick
(satellite office)
Avison Street (off Stanhope Street)
Arthur’s Hill, Newcastle upon Tyne NE4 5DX
Sheriff Leas, Springfield Road Blakelaw,
Newcastle upon Tyne NE5 3DS
45-47 Brinkburn Street, Byker,
Newcastle upon Tyne NE6 1QN
Cruddas Park Shopping Centre, Westmorland
Road, Newcastle upon Tyne NE4 7RW
71 Mill Lane, Elswick, Newcastle upon Tyne
NE4 6TB
0191 277 1300 0191 277 1299
0191 277 1000 0191 277 1011
0191 278 1555 0191 278 1533
0191 277 1066 0191 277 1088
0191 277 1111 0191 277 1121
Housing
Association
Anchor Trust
Cheviot Housing
Guinness Trust
Hanover
Housing
Association
Address Telephone Fax
Burbank House, Balliol Business Park,
Benton Lane, Newcastle upon Tyne
NE12 8EN
Beaminster Way East, Kingston Park,
Newcastle upon Tyne NE3 2ER
West 3, ASAMA Court Amethyst Road,
Newcastle Business Park,
Newcastle upon Tyne NE4 7ED
Thomas Duggan House, Manor Lane,
Shipley BD18 3RB
0191 270 6000 0191 270 1645
0191 238 3800 0191 238 3900
0191 273 6233 0191 273 6063
01274 599 686 01274 531 021
Fenham
199/201 Two Ball Lonnen, Fenham,
Newcastle upon Tyne NE4 9RS
0191 277 1200 0191 277 1211
Home Housing
270 Stanhope Street,
Newcastle upon Tyne NE4 5JT
0845 606 3031 0191 272 3681
Gosforth
Council Offices, High Street, Gosforth,
Newcastle upon Tyne NE3 1JL
0191 277 1166 0191 277 1177
Housing 21
Unit 1R, North Shields Business Centre,
Liberty Way, Sunderland SR6 0QA
0191 510 3562 0191 510 2795
Newbiggin Hall
(satellite office)
1 Yetholm Place, Newbiggin Hall Estate,
Newcastle upon Tyne NE5 4ED
0191 277 1400 0191 277 1388
Johnnie Johnson
16 Telford Court, Morpeth, Northumberland
NE61 2DB
0845 604 1095 01625 870115
Newburn
Council Offices, Newburn Road, Newburn,
Newcastle upon Tyne NE15 8QJ
0191 277 1133 0191 277 1144
Methodist
Homes
Brooksland Court, Tunstall Road, Leeds
LS11 5HL
0113 271 5805 0113 271 5848
North Benwell
68A Adelaide Terrace, North Benwell,
Newcastle upon Tyne NE4 8BD
0191 277 1484 0191 277 1470
NomadE5
5 Gosforth Park Avenue, Gosforth Business
Park, Newcastle upon Tyne, NE12 8EG
0191 268 4800 0191 229 7373
North Kenton
The Kenton Centre, Hillsview Avenue,
North Kenton, NE3 3QJ
0191 277 1234 0191 277 1242
Places for People
4th Floor, Maybrook House, Grainger Street,
Newcastle upon Tyne NE1 5JE
0191 211 3100 0191 232 3976
Scotswood
(satellite office)
468-470 Armstrong Road, Scotswood,
Newcastle upon Tyne NE15 6BY
0191 277 1355 0191 277 1363
Riverside
North East
1 Osborne Terrace, Jesmond,
Newcastle upon Tyne NE2 1NE
0845 155 9001 0191 239 0606
Shieldfield
Stoddart House, Clarence Walk, Shieldfield,
Newcastle upon Tyne NE2 1AB
0191 278 1566 0191 278 1570
Railway Housing
Bank Top House, Garbutt Square,
Neasham Road, Darlington DL1 4DR
01325 482 125 01325 384 641
St Anthony’s
172/174 St Anthony’s Road, Walker,
Newcastle upon Tyne NE6 2ND
0191 278 1600 0191 278 1611
Two Castles
154 New Bridge Street,
Newcastle upon Tyne NE1 2TE
0191 261 4774 0191 261 9692
Walker
Walker Centre, Church Walk, Walker,
Newcastle upon Tyne NE6 3HR
0191 278 8455 0191 278 8466
William Sutton
Housing
Barton House, 49 North Moor Road,
Huntington, York YO32 9YY
01904 750 044 01904 750 710
West Denton
Outer West Customer Service Centre,
West Denton, Newcastle upon Tyne NE5 2QZ
0191 277 7940 0191 277 7925
YCH Property
Shop
18 New Bridge Street,
Newcastle upon Tyne NE1 8AW
0191 277 2020 0191 277 2022
Page 18 Page 19

Other useful contacts
Your choice homes
If you would like to find out more write to:
John Urwin
Your choice homes property shop
18 New Bridge Street
Newcastle upon Tyne
NE1 8AW
Tel 0191 277 2020
Fax 0191 277 2022
Minicom 0191 278 1896
Email your.choice.homes@yhn.org.uk
Website www.yourchoicehomes.org
Property Shop opening hours:
Monday 8.30am to 4.30pm
Tuesday 8.30am to 6.00pm
Wednesday 8.30am to 6.00pm
Thursday 8.30am to 4.30pm
Friday 8.30am to 4.30pm
You can also contact any Your Homes
Newcastle Community Housing Office.
B1311
B1307
LOW FRIAR ST
CLAYTON STREET
B1307 PERCY STREET
BLACKETT STREET
NUN ST
NELSON ST
GRAINGER STREET
PUDDING
CHARE
ST MARY’S PLACE
VINE
RIDLEY PL
NORTHUMBERLAND ST
MARKET ST
HIGH BR
GREY STREET
PILGRIM
STREET
JOHN DOBSON ST
ERIC ST
COLLEGE ST
COLLEGE LN
WORSWICK
NORTHUMBERLAND ROAD
DURANT RD B1309
MARKET ST
ELLISON PL
A167 (M)
A167 (M)
A167 (M)
CITY ROAD
PANDON
Community Care Alarm Service
For any customer living in Newcastle. If they
have worries about falling at home, feeling
unwell, or strangers or other callers at their
door.
You can call for help. They are fast, reliable,
friendly and affordable. Customers don’t
have to dial for help or even be near their
alarm to call.
To find out more contact:
Alyson Bell
YHN House
Benton Park Road
Newcastle upon Tyne
NE7 7LX
Tel 0191 278 8699
Fax 0191 278 7755
Minicom 0191 278 7754
Email commcarealarmservice@yhn.org.uk
Newcastle Furniture Service
They help customers to settle or remain in
their homes by supporting them with the
furniture they need.
Anyone who takes up a tenancy with the
council can apply for a furniture pack.
The furniture is leased to customers, who pay
a weekly charge. This is added to their rent.
If any items that are supplied are faulty or
need replacing because of wear and tear, we
will repair or replace them.
To find out more contact:
Jason Wylie
Newcastle Furniture Service
Unit 1 Wincomblee Road
Walker
Newcastle upon Tyne
NE6 3PF
Tel 0191 278 1888
Fax 0191 278 1884
Minicom 0191 278 1896
Email yhn@yhn.org.uk
Housing Advice Centre
They can help provide information and advice
about housing, to people who are homeless
or at risk of becoming homeless.
They may be offered temporary
accommodation or a permanent home.
To find out more contact:
Gill Simm
Housing Advice Centre
112-114 Pilgrim Street
Newcastle upon Tyne
NE1 6SQ
Tel 0191 277 1711
Fax 0191 277 1722
Page 20 Page 21

Advice and Support Service
We give customers that extra help to find
accommodation and set up and run their
home.
In particular, we work with customers
currently in hospital or in supported
accommodation, who need help to remain in
or find another home.
We are there if customers need:
• help to find appropriate housing
• help to get removal arrangements
sorted out
• help to access funds for furnishing
• help to apply for benefits
• help to get gas and electric supplies on
• help to set up payment methods for
bills
We are available to help customers registered
on Your choice homes, current tenants and
customers wanting to live in the private
sector.
To find out more contact:
Suzanne Halliwell
Advice and Support Team
Your Homes Newcastle
Benton Park Road
Newcastle upon Tyne
NE7 7LX
Tel 0191 278 8621
Fax 0191 278 8604
Minicom 0191 278 1896
Email yhn@yhn.org.uk
Inline Newcastle
INLINE helps young people aged 16-17 who
are in housing need and living in council
tenancies in Newcastle.
We offer support that helps young people to
manage their tenancy successfully.
We recognise that young people are
individuals who deserve to be treated with
respect, listened to and supported in
planning their move to their own home.
Visits to young people are frequent and can
continue for up to 2 years.
To find out more contact:
Kim McMaster
INLINE Newcastle
Council Offices
Gosforth High Street
Newcastle upon Tyne
NE3 1JL
Tel 0191 277 1166
Fax 0191 277 1177
Minicom 0191 278 1896
Email yhn@yhn.org.uk
Stepping Stones
Stepping Stones helps young, vulnerable,
homeless people between the ages of 16-21
by providing direct access and supported
accommodation.
We recognise the needs and rights of young
people and assist them to participate in their
own support plans and the development of
the organisation.
To find out more contact:
Caroline Dees
Stepping Stones
Council Offices
Gosforth High Street
Newcastle upon Tyne
NE3 1JL
Tel 0191 277 1166
Fax 0191 277 1177
Minicom 0191 278 1896
Email yhn@yhn.org.uk
Housing, Anti-Social Behaviour
and Enforcement Team
We believe that residents are entitled to live
in well managed homes where they feel good
about themselves and their communities.
Your Homes Newcastle is committed to taking
clear steps to deal effectively with anti-social
behaviour, nuisance and harassment so that
residents can enjoy a comfortable and safe
environment to live in.
Our dedicated Housing, Anti-Social Behaviour
and Enforcement Team aims to reduce antisocial
behaviour, through supporting victims
and taking action against those who cause
problems for their neighbours.
To find out more contact:
Nick Dodgeon
Housing, Anti-Social Behaviour and
Enforcement Team
YHN House
Benton Park Road
Newcastle upon Tyne
NE7 7LX
Tel 0191 278 8740
Fax 0191 278 8758
Minicom 0191 278 1896
Email newcastleasbunit@yhn.org.uk
You can also contact the team by calling in at
your local housing office.
Page 22 Page 23

If you want this information in your language we will arrange an interpreter for you.
This information is about our lettings service. If you need this in yours or a different
language phone 0191 278 8633. This information is also available in large print, Braille and
audio tape. We can also arrange for you to see a British Sign Language interpreter.
Bengali
Chinese
Simplified
Chinese
Traditional
Farsi
French
Si vous désirez ces informations dans votre langue, veuillez nous téléphoner pour que
nous puissions vous trouver un interprète.
Kurdish
Portuguese
Russian
Spanish
Registered in England and Wales, Registration Number 5076256.
Registered Office: Newcastle Civic Centre, Barras Bridge, Newcastle upon Tyne NE18PR.
A company controlled by Newcastle City Council