The Housing Service utilises software to operate a Choice Based Lettings and homelessness service. The current system is known as Homesearch. This software has been utilised for by the Council for over 15 years.  

In June 2024 the Council’s contract with the software provider is due to end and re-entering into a new contract is not cost effective. There are also limitations in the software and it did not fully meet our requirements.

In July 2023 research began into reviewing available alternative software providers. After demonstrating the software available we identified that one provider could meet our requirements. The new software offers value for money, an improved customer experience and the ability to obtain customised reports.

The new customer portal is due to go live to customers on 28^th May and will give customers 24/7 access to their application, as well a chat function which allows them to communicate with us quickly and easily.

The new system will be known as Homechoice.

• We are introducing a new customer portal – Homechoice
• The new Homechoice portal will go live for customers on 28^th May 2024
• All existing applicants will need to re-register via our new Homechoice portal
• Customers who do not reapply to the Homechoice portal will have their existing application form closed and they will no longer be able to bid for properties
• Customers can create a portal account and utilise the chat function without an active application
• Please direct customers to the Homechoice customer portal in the first instance however if you receive specific queries that you are unable to direct to the portal please email these queries to Lesley Armstrong, Lettings Manager (Contact details can be found in the table below)
• Drop in sessions will take place Wednesday & Friday from 29/05/24 (Details can be found in the table below)
• Documents should not be handed in on behalf of the customer. All documents should be uploaded to the Homechoice account. Support is available for this at our drop in sessions
• Members are welcome to attend drop in sessions with their constituents
• Customers are advised not to send emails to the to Homesearch email address as this email will no longer be operational
• Housing would appreciate any support in managing customers’ expectations during this busy re-registration period, there may be a short delay in getting applications live. Please advise customers to not call in where possible use the portal for all communication

Drop in sessions

Hopkins Court, Albert Street, Eastwood NG16 5BW

10am- 12.30pm

Wednesday

29/05/24

05/06/24

12/06/24

19/05/24 26/06/24

Council Offices, Foster Avenue, Beeston, NG9 1AB

10am- 12.30pm

Friday

31/05/24

07/06/24

14/06/24

21/06/24

28/06/24

Homechoice Timeline

Final date applicants can bid in Homesearch	Tuesday 11th June
First date applicants can bid in Homechoice	Tuesday 18th June
As the 18th June is the first time applicants can bid in our new portal we will extend the bidding cycle for a period of 7 days, as such applicants can make bids for properties in Homechoice between Tuesday 18th June and Tuesday 25th June. After this first week our bidding cycle will return to the normal cycle of Thursday to Tuesday.

FAQs

Q: Will I need to provide new documents?

A: All applicants will be asked to provide up to date documentation such as

• ID
• Proof of address
• National insurance details
• Supporting evidence of your housing circumstances (Medical reports, Police statements etc.)

Q: What forms of ID are acceptable?

A: The list at the end of the document shows the forms of ID which are likely to be acceptable.

Q: Why do I need to provide ID?

A: All applicants are required to provide proof of their identity to reduce the opportunity for fraud.

Q: What happens if I don’t provide ID?

A: Should ID not be provided within the requested timeframe your application will be closed

Q: What other types of documents will I need?

A: The list at the end of the document shows the forms of documents which are likely to be acceptable

Q: Can I have a paper application form?

A: There are no paper application forms available, however applications can be completed over the phone or at a drop in session for applicants who do not have access to the internet

Q: When do I need to register by?

A: The new Homechoice portal is available from Tuesday 28^th May. The link to apply can easily be found on our website – just visit  https://www.broxtowe.gov.uk/for-you/housing/find-a-home-garage/find-a-home/

Q: If I don’t know my reference number what can I do?

A: You will be able to obtain that from your current Homesearch application; this is the reference that you use to currently login. 

Q: I have tried to apply but I don’t have an email address?

A: You will need to call the Housing Needs Team on: 0115 917 3347 where an officer will support you to complete an application but please note your application will automatically go onto auto bid.

Q: How do I know if I have been accepted onto the Housing Register?

A: You will receive an email confirming that you have been accepted onto the Housing Register.  This will tell you the Band you have been placed in and the date your application has been registered from.  you may be asked to supply further information, and you should do this as soon as possible as this may affect your priority on the waiting list.

Q: What if I am waiting for my old application to be made active?

A: Any applications that are not active by 28^th May will not be processed on the old Choice Based Lettings System (Homesearch) Applicants will need to reapply on the new Choice Based Lettings System (Homechoice)

Q: What date can I bid on properties in Homechoice?

A: Properties will be advertised in Homechoice from Tuesday 18^th June 2024. As this is the first time you can bid in our new portal we will extend the bidding cycle for a period of 7 days, as such you can make bids for properties in Homechoice between Tuesday 18^th June and Tuesday 25^th June. After this first week our bidding cycle will return to the normal time of Thursday to Tuesday.

Q: What happens if my Homechoice application is not active by 18^th June?

A: If your application is not live on this date you will not be able to bid for properties in this cycle. We encourage all applicants to register with Homechoice as soon as possible to avoid delays.

Q: Can I be refused from the Housing Register?

A:There are some people who are not eligible, or do not qualify 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
• If you do not meet the local connection criteria outlined in the Allocations Policy

For further information on immigration control please go to www.homeoffice.gov.uk

Even if people are eligible, they may not qualify to access the Homechoice scheme because they have been guilty of unacceptable behavior that makes them unsuitable to be a tenant

Q: How will my application be assessed?

A: Your housing application will be assessed in accordance with the Housing Allocations Policy of the Council you have applied to and will be placed into a band in accordance with your housing need. 

Q: Do I need to renew my application each year?

A: Yes, once a year, normally on the anniversary of your application you will be invited to complete your renewal. You will either be sent an email where an email address has been provided, or via the post. The easiest way to renew your application is to complete the renewal online. If you fail to complete your renewal within 14 days your application will be closed.

Support and Assistance

Q: What do I do if my circumstances change?

A: 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 your priority is increased, then the date used will be the date you are awarded a higher band.  If your priority decreases the date used will be your original date of application.

If you move address you must notify us and we will close the existing application, this is because your housing need is partly assessed on the type of accommodation you live in already. You will be able to make a new application online with your current circumstances.

Q: I have just recently completed my renewal online, will I have to do it again?

A: Unfortunately, we are unable to transfer existing applications to the new system, so you will need to do this again.

Q: What if I do not have access to the internet?

A: Weekly drop in sessions will be held at the Beeston Office and at Hopkins Court in Eastwood. Here our Housing Needs team will be available to support applicants.

Telephone slots will be made available for applicants who are unable to attend drop in sessions

     Bidding

Q: How many properties can I bid for?

A: You can bid for up to 3 properties in each advertising cycle.

Q: If I bid for a property earlier in the advertising cycle am I more likely to get it?

A: No – bidding earlier in the advertising cycle will make no difference.  Properties are allocated in accordance with the Housing Allocations Policy to the person on the shortlist in the highest band and who has been registered for the longest time.

Q: How do I bid for properties?

A: Existing Homesearch users will need to register with Homechoice, however Homesearch will remain active for existing customers to bid for properties until mid-June. Please ensure you have log on details for both portals to enable you to bid for properties

New applicants will be able to bid for properties once their application has been assessed and activated

What can customers expect to see?

The customer can expect to see the below screen on our website:

Customers will be asked to create an account

Once customers have created their account they can create the profile by following the on screen instructions

Documents required for all applications	Document type
Proof of ID for all members of the household.	Photo ID is preferred but birth certificates will also be accepted.
Proof of address for the main and joint applicants.	A copy of a utility bill, mobile phone bill, recent bank statement etc. We will also need your tenancy agreement if you pay rent.
Proof of all income/benefits the main and joint applicant receives.*	1x monthly or 4x weekly payslips, copies of benefits letters showing amount received (Bank statements will also be accepted but child benefits letters are still required).
Copies of bank statements for the last 2 months for all accounts both the main and joint applicants hold.**	We can accept summaries of the balance if you have provided proof of income/benefits separately. If you do your banking online, we can also accept screenshots of the account(s).
Proof of National Insurance Number for both the main and the joint applicants.	This will be on your National Insurance Card, most correspondence from the DWP or documents relating to tax. If you do not have any documentation with you NI Number on, you can also request confirmation from http://www.gov.uk.
Circumstance	Documents required
Children living at the address.	A full copy of a child benefits letter, child tax credits letter, full Universal Credit award.
Pay rent to a landlord or housing organisation.	A copy of your up to date rent statement showing the balance of your rent account and the payments you have been making OR A reference from your landlord.
Pay a mortgage or own a property outright.	An estate agent’s valuation and an up to date mortgage statement.
Proof of pregnancy.	A copy of your MAT B1 or other information that shows your estimated due date. If you do not yet have anything with your EDD on please be aware that we will require this once you have it.
If you have rent arrears, proof that a payment plan is in place.	In order to be considered to join the housing register with rent arrears you must have a payment plan in place and you must also have made 12 consecutive weekly repayments or 3 consecutive monthly repayments.
Subject to immigration controls.	Home Office paperwork or passport declaring your settled status.
A carer that requires an extra bedroom.	Proof of carers allowance and information on the care provided and confirmation from the organisation the carer is part of that this takes place.
Additional information if you are subject to Anti-Social Behaviour or harassment	Additional information could include crime reference numbers, incident reports or police reports.