Upgrade of Housing systems

We're introducing a new digital system to help improve the services we provide to tenants.

To allow us to safely transfer information, there will be temporary service disruption between Monday 9 November and Friday 20 November.

What this means for you during these dates

Housing applications

• Housing applications can still be submitted, but we won't be able to update or assess applications on the system.
• Property matching and allocations will be paused.
• Any offers already in progress will be advanced as far as possible before the system closes, but some may be delayed until after the new system goes live.

Rent accounts

• Current rent balances will not be available.
• We won't be able to provide rent statements during this period.
• Staff will be working from information saved before the outage, so some rent account information may not be fully up to date.

Direct Debits

• New Direct Debits cannot be set up.
• Existing Direct Debits will continue to be collected as normal.
• Changes or cancellations to Direct Debits cannot be processed until the new system is live.
• Any requests received during the outage will be processed as soon as the new system is available.

Tenancy services

• Changes of tenancy and mutual exchange requests can still be progressed where possible, although some checks and processes may take longer than usual.
• Tenancy references may be delayed.
• Changes to your contact details can still be reported and will be updated on the new system once it is available.

Homelessness and temporary accommodation

• New homelessness applications will continue to be accepted.
• Temporary accommodation services will continue as normal using alternative recording arrangements.

Contacting us

• You can still contact the Housing team, but some enquiries may take longer to answer while staff have limited access to housing information.

New system goes live Monday 23 November

When this happens, you may notice a short period of reduced service while we:

• Check and validate rent account information.
• Update housing applications and information received during the outage.
• Process Direct Debit requests received during the transition period.
• Complete any outstanding work delayed during the system changeover.

Thank you for your patience

We apologise for any inconvenience caused and thank you for your understanding while we introduce our new housing system. The change will help us improve the way we deliver services to our tenants.