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Housing Service Standards

Requested Service/Reported IssueExpected Wait Time
Housing Options
  1. Contact will be made by the housing options team within 5 working days following a referral from the assessments team
  2. If an appointment is required with the housing options team this will be scheduled within 5 working days
  3. If a homelessness application is taken, the officer will endeavour to make a decision within a local 33 working day guideline
Housing allocations
  1. Top bidder notified within 48 hours after bidding closes
  2. Up to 5 working days for a review of permanent accommodation
  3. Up to 10 working days for advertising void properties on Basildon Choice
Social housing applications
  1. Up to 38 working days for processing Homeseeker applications (on receipt of a correctly signed Consent and Declaration form)
  2. Up to 56 working days for notification of outcome on review of Homeseeker decision
Housing adviceAppointment will be scheduled within 15 working days following a referral from housing assessment
Property updates (social housing bidding)Bidding takes place between Friday - Monday.
Sheltered housing
  1. Annual review for need/support plans or sooner if circumstances change
  2. Up to 3 weeks for support plan setup after moving into scheme
  3. Up to 14 days for sheltered scheme induction after new resident moves in
Re-lettingUp to 21 days
Home swapper
  1. Immediate registrations
  2. Validation to be completed within 48 hours
Anti-social behaviour
  1. Interview offered within 1 working day - for serious cases of domestic abuse, hate crime and anti-social behaviour e.g. violence or threat of violence
  2. Interview offered within 4 working days - for all other cases e.g. noise, vandalism and littering
  3. A letter is then sent out to the offender
Rehousing Tenancy Service
  1. Up to 6 weeks for decision on mutual exchanges (home swap)
  2. Up to 4 weeks for response for succession/assignment request to a tenancy (provided that all supporting documents are correctly provided)
  3. Requests for joint tenancy/surrenders - up to 6 weeks for decisions for joint tenancy/surrenders (provided that all supporting documents are correctly provided)
Leasehold enquiries
  1. Up to 18 working days for detailed service charge breakdowns
  2. Within 2 working days for provision of account balance
  3. Up to 10 working days for enquiry response
  4. If a full response will require over 10 working days we will keep you informed with when to expect it
Tenancy & estate management
  1. Within 1 working day for response to abandoned property reports and action taken to ensure property is safe and secure
  2. Up to 4 weeks for response to assign your tenancy applications (provided that all supporting documents are correctly provided)