Your guide to applying for a home through Durham Key Options [PDF]

Your guide to applying for 

a home through Durham 

Key Options 

Working together to deliver quality homes and a better environment for all 

1

Our vision 

“Working together to deliver quality homes 

and a better environment for all” 

To achieve this we will be: 

• Providing quality homes 

• Regenerating estates and communities 

• Involving customers to improve services 

• Delivering excellent services to all 

• Employer of choice and financially stable 

2 

Your guide to applying for a home through Durham Key Options

Introduction 

This leaflet explains the Durham Key Options 

choice-based letting service, which is the way 

we let our homes. 

Homes from other organisations, such as housing associations and 

private landlords, are also let through the Durham Key Options letting 

service. 

We aim to: 

• ensure we let our homes to those who need them the most 

• offer you choice about where you live 

• be easy to understand. 

If you would like to see a full copy of the Durham Key Options lettings 

policy, with full details of this service, visit our website 

www.eastdurhamhomes.co.uk or contact us (our details are at the 

back). 

Durham Key Options is a partnership between Durham County Council 

(including Chester-le-Street, Durham City and Teesdale areas) and: 

• Cestria Community Housing 

• Dale and Valley Homes 

• Derwentside Homes 

• Durham City Homes 

• East Durham Homes 

• livin 

• Teesdale Housing Association 

• Accent Foundation. 

3

Providing services fairly 

We aim to ensure that all our 

customers can use our services 

regardless of age, race, gender, 

disability, religion, sexuality, 

gender reassignment, pregnancy 

and maternity or marriage and civil 

partnership. 

We will do this by training our staff to understand people’s different 

needs, and will monitor our services to make sure they are provided 

fairly to everyone. 

Our staff will: 

• help you fill in forms 

• provide an interpretation service if your first language is not English 

• give you information, on request, in different languages or in 

different formats such as large print, Braille, CD or audio tape 

• use plain English 

• take into account any additional needs you may have 

• provide you with support if you need it 

• take calls using Typetalk 

• where possible, arrange for you to speak to, or be visited by a 

member of staff of the same sex as you, if you wish 

• provide induction-loop systems 

• visit you at home if you can’t get to our office 

• provide you with a sign-language service if you need it. 

4 Your guide to applying for a home through Durham Key Options

About applying for a home through 

Durham Key Options 

How does Durham Key Options letting service work? 

1. You need to complete an application form. You must do this to 

be able to apply for a home. 

2. We will assess your application within 10 working days after you 

have given us all the information we need. 

3. Each week we advertise any available homes. 

4. If you see a home you like, you can apply for it. We call this 

bidding. We will tell you what type of applicant is suitable for the 

home and which application band will be given preference (see 

page 6). We will also tell you when the bidding for the advertised 

home will close. 

5. You can bid for as many homes as you like each week. 

6. We will offer the home to the person in that band who has waited 

the longest. 

7. If we don’t contact you within one week of the closing date, then 

you have been unsuccessful. You can bid for another home next 

time. 

8. We publish details of how we let previously advertised homes at 

our customer outlets and on the website 

www.durhamkeyoptions.co.uk. For example, this may 

include how long the successful applicant had been 

waiting and what application group they were in. 

5

How do I apply? 

1. You will need to complete an 

application form. You can get 

this from our customer outlets, by 

contacting us, or you can download 

an application form from our website. 

You can also complete an online 

application form on the Durham Key 

Options website www.durhamkeyoptions.co.uk. You can only 

apply for a home if you have completed this form and we have 

accepted your application. 

2. We will give you an application reference number and a PIN 

(personal identification number). These will be your personal 

numbers, so please keep them in a safe place. You will need to 

quote these numbers when you log on to the website and when 

you make a bid for a home. 

3. When you apply you will need to provide proof of identity for you 

and any joint applicant. You must show us one kind of proof for 

each of the items in the left-hand column: 

Identity/date of birth 

Current address 

• Birth certificate, or 

• Passport, or 

• Driving licence, or 

• NHS medical card. 

• Utility bill (from within the last six months), or 

• Bank statement (from within the last six 

months), or 

• If you live at home, are a lodger or in 

residential accommodation, we may accept 

a letter from the person running the home, 

which says you live there. 


Who can apply? 

Anyone can apply to join Durham Key Options for housing; however, 

not everyone will be eligible. We will consider all applications from 

people aged 16 years and over. 

7

How will you assess my application? 

We must give priority to people who are in most housing need. We 

cannot let our homes on a first-come, first-served basis. 

We place applicants into one of 6 bands according to their needs and 

entitlement. 

Within bands A, B and C below, we give priority to applicants in the 

‘+’ category. For example, we give applicants in band A+ priority over 

those in band A. 

Band Qualifying criteria 

Band A+ 

High priority 

need 

Band A 

High priority 

need 

Band B+ 

Multiple 

housing 

need 

Band B 

Multiple 

housing 

need 

• Regeneration schemes in County Durham (applicants who 

are losing their property permanently as a result of demolition/ 

disposal in a designated regeneration area). 

• Urgent medical reasons. 

• Supply and demand transfers (tenants who are underoccupying 

their property may be placed in Band A to help them 

move more quickly to release their current property). 

Urgent medical reasons have priority over supply and demand 

transfers. 

• Applicants we accept as homeless under law and who we 

have a full duty to house under homelessness law because of 

violence or threat of violence. 

Or you must have one of the following needs and at least one need 

from the list for Band B. 

• Applicants who have a high medical need to move. 

• Applicants overcrowded by at least 2 bedrooms. 

Applicants with 2 or more housing needs from the following 

groups: 

• Applicants we have accepted as homeless under law and who 

we have a full duty to house under homelessness law. 

• Applicants who are in housing that is overcrowded by at least 

one bedroom or that is unsanitary, or otherwise unsatisfactory. 

• Applicants who need to move because of medical or welfare 

reasons in line with the framework for medical priority in 

appendix 2 of the lettings policy. 

• Applicants who need to move to a particular area to avoid 

hardship. 


Band C+ 

Single 

housing 

need 

Band C 

Single 

housing 

need 

Band D 

General 

housing 

need 

Band E 

No housing 

need 

Band F 

Reduced 

priority 

Applicants in one of the following groups: 

• Applicants who need to move because of high medical need 

(see appendix 2 of the lettings policy). 

• Applicants overcrowded by at least 2 bedrooms. 

• Applicants we accept as homeless under law and who we have 

a full duty to house under homelessness law but who do not 

have multiple housing needs. 

• Applicants living in intensive supported housing whose support 

plan states they will be able to successfully move into an 

independent tenancy. 

• People leaving care. 

Applicants who are in one of the following groups: 

• Applicants who are in housing that is overcrowded by at least 

one bedroom or that is unsanitary or otherwise unsatisfactory. 

• Applicants who need to move because of medical or welfare 

reasons in line with the framework for medical priority in 

appendix 2 of the lettings policy. 

• Applicants who need to move to a particular area to avoid 

hardship. 

• Applicants who are homeless but who we do not have a legal 

duty to house. 

Applicants who have a housing need that does not put them in one 

of the preference groups mentioned in bands A, B and C: 

• Applicants leaving the armed forces who are not homeless 

under law and have served at least 3 years, or who have been 

discharged for medical reasons. 

• Applicants wishing to live independently and who have no other 

housing need. 

• Applicants needing larger accommodation (outside the 

overcrowding criteria) and who have no other housing need. 

• Relationship breakdown with no other housing need. 

• Applicants threatened with homelessness within 3 months, to 

prevent actual homelessness. 

Applicants who are adequately housed and have no 

housing need. 

Applicants whose housing priority has been 

reduced because of rent arrears (not caused by 

exceptional hardship) or unacceptable behaviour. 

9

Can you refuse my application or 

reduce my priority? 

Yes. The law does not allow us to offer homes to the following groups 

of people: 

• Anyone who is subject to immigration control 

• Anyone who is not regularly and normally resident in the 

European common travel area 

• EU nationals required to leave the UK. 

We may also refuse applications from people who have behaved in an 

unacceptable way. Unacceptable behaviour may include: 

• violence, including domestic violence 

• drug-dealing 

• racial harassment 

• noise nuisance 

• intimidation 

• rent arrears. 


If you do not accept my application, 

can I ask you to reconsider? 

Yes. If we do not accept your application, we will write to tell you 

why. You can then ask us to review our decision within 21 days, this is 

known as submitting an appeal. 

We operate a 3 stage appeals process: 

Stage 1 

Your appeal will be considered by a panel of East Durham Homes staff 

who have not been involved in the original decision to not accept your 

application. We will let you know their decision within 10 working days. 

If you are still unhappy with their decision, you can ask for a further 

review which is known as Stage 2 of the appeals process. Again you 

have 21 days to ask us to review the decision. 

Stage 2 

Your appeal will be considered by a Senior Officer within East Durham 

Homes. This officer will not have been involved in the original decision 

or the Stage 1 appeal. 

If you are still not satisfied with the outcome, you can request a 3rd 

stage appeal. 

Stage 3 

Your request should be made within 21 days. The 3rd stage appeal 

will be heard by Durham County Council’s Head of Housing and you 

will be advised of the outcome within 8 weeks of the Stage 1 request 

for a review. 

You or your representative can attend the review and you should 

request this when submitting your appeal. 

Can I ask for a review of any other decisions? 

Yes, you can ask for a review if we: 

• Reduce your priority because of unacceptable 

behaviour or, 

• Move you into a lower priority band 

We will always tell you about your right to ask for a 

review. 

11

Do I need references? 

Yes. If you are or have been a tenant, we will ask your landlord(s) if you 

have kept to your tenancy conditions by, for example, paying your rent 

and not behaving in an anti-social way. 

You must tell us about all the tenancies you have held and any criminal 

convictions. If you don’t, this may slow down your application, and we 

may even cancel it. 

Once we have received satisfactory references from your landlord(s), 

and all other information we have requested, you can start bidding for 

a home. 


Where can I find out about homes 

that are available? 

We will advertise all available homes each week: 

• on the Durham Key Options website, 

www.durhamkeyoptions.co.uk 

• at our customer outlets 

• on digital TV (Sky, Virgin and interactive Freeview). 

What if I need help? 

If you need help applying through the Durham Key Options letting 

service or making a bid for a home, we can help you. 

Our staff will: 

• help you apply for a home, including completing forms, at your 

home if needed 

• offer advice and support 

• help you understand how the service works 

• help you bid for a home 

• ask other support agencies to help you, if needed 

• continue to support you until you are re-housed. 

13

How will I know which homes are 

suitable for me? 

Our adverts will tell you which homes you may bid for. 

The advert may say if there is a minimum age limit or household size. 

We will also tell you how many bedrooms there are, how much the 

rent is, and other useful information, for example the likely heating 

costs or council tax band. 

The following tables give a rough idea of which homes you can bid for: 

Property type Household type 

Bedsit • Single person 

1-bedroom flat • Single person or couple 

1-bedroom flat for older people • Age 60+ 

• Single applicant with a medical condition 

(we may reduce the age limit if demand is low) 

2-bedroom flat or maisonette • Single person/single person or couple with a 

child 

2-bedroom flat for older people • Couples where one or both are aged 60+ 

• Couples where one or both has a medical 

condition 

(we may reduce the age limit if demand is 

low) 

2-bedroom house 

• Couples 

• 1 or 2 adults and 1 child 

• 1 or 2 adults with 2 children of different sex 

under 10 

• 1 or 2 adults with 2 children of the same sex 

3-bedroom house • 1 or 2 adults with 2 children regardless of 

age 

• 1 or 2 adults with 3 children 

14 Your guide to applying for a home through Durham Key Options 

14

How will I know which homes are 

suitable for me? 

4-bedroom house • 1 or 2 adults with at least 4 children 

1-bedroom bungalow • Age 60+ 

• Single applicants with a medical 

condition where ground-floor 

accommodation is needed 

(We may reduce the age limit if demand 

is low) 

2-bedroom bungalow • Wheelchair users 

• Couples where one or both have a 

medical condition and need groundfloor 

accommodation 

• Couples where one or both are aged 

60+ 

• Single applicants with a dependant 

whose medical condition means they 

need ground-floor accommodation 

• Single applicants with a live-in carer (for 

a certain number of nights per week) 

3-bedroom bungalow • Applicants with a medical 

condition who need ground-floor 

accommodation and have children of 

different sex aged 10 and above 

• Applicants who need a carer (for a 

certain number of nights per week) and 

have 1 or more children 

Sheltered housing units: 

Donnini House - Easington 

Primrose Court - Blackhall 

Robinson House - Horden 

Jubilee Centre - Seaham 

• Applicants with a support need, 

subject to assessment and the 

completion of a support plan 

• We will use our discretion if 

few people want this 

kind of property 

15

How do I bid for a home? 

You can bid for as many homes as you like each week. You only need 

to make one bid on each home. 

Don’t worry about the word ‘bid’ - you won’t be parting with any 

money. It simply means that you are interested in a particular property 

and wish us to consider you for it. 

To find out more, please see our leaflet, ‘Your guide to bidding for a 

home through Durham Key Options’. 

You can make bids: 

• on our website 

• by phone 

• at any of our offices 

• by text 

• by digital TV (Sky, Virgin and interactive Freeview) 

• by assisted bidding (only for applicants with additional support 

needs). 


How do I bid for a home? 

How much time do I have to make a bid? 

We advertise our homes each week. The advert will give a closing 

date, and you will need to apply before this date. 

What will happen to my bid? 

Once the deadlines for bids have passed, the following will happen: 

1. We will sort the bids for each home into order according to the 

priority band and earliest date of application. 

2. If you make more than one bid in the same week and you are 

top of the list for more than one property, we will ask you which 

property you prefer. 

3. Once we have made you an offer, we will not consider your bids 

for any other homes until you have decided whether or not to 

accept that offer. 

When will I know if my bid has been successful? 

If your bid is successful, we will contact you as soon as possible 

after the close of bidding. This is usually within 24 hours. If we don’t 

contact you within a week, you have not been successful this time. 

Keep bidding on homes you like until we contact you with an offer. 

What are my chances of success? 

As there are many more bidders than homes available, you may 

have to wait some time before we make you an offer. 

You can get an idea of how long you may have to wait by 

checking the details of the successful bidders, which 

we publish on the Durham Key Options website and 

at our customer outlets. 

17

We’ll also publish information on properties we have advertised and 

the average number of bids we have received for the property type 

and area. 

We’ll include this information in Durham Key Options application 

packs, in our customer outlets, on our website, and in the letter we 

send you about your band and reference number. We’ll update this 

information monthly. 

This will help you see where most properties are becoming available 

and where the highest demand for properties is. 

Other housing options 

We can give you advice and help on other housing options. This 

includes information on housing associations and private landlords. 

We also advertise homes on behalf of housing associations and 

private landlords. 

You can also use the ‘Housing Options Wizard’, which can be 

accessed via the Durham Key Options website. It can give you 

advice on all the housing options available to you, including shared 

ownership, private rented and mutual exchanges. The wizard can 

also give advice on mortgage rescue, debt assistance and homeless 

advice. 

If you would like free and independent advice on your housing rights, 

you can contact the Citizens Advice Bureau. They can advise you 

on many problems, particularly those affecting private and housing 

association tenants and owner-occupiers - including possession 

proceedings, repairs, housing benefit, harassment and illegal eviction. 


Local offers - our promise to you 

We are committed to providing you with excellent services. 

We will regularly review our local offers (standards of service) and say 

how far we have met them. This will help us ensure we continue to 

provide high-quality services. 

We will improve our services where we do not meet our standards. 

Applying for a home 

We will: 

• register your application within 2 working days of receiving it 

• contact applicants within 5 working days in the way you prefer, if 

we need any further information 

• assess your application within 10 working days, after you have 

given us all the information we need 

• tell you how to appeal if you disagree with our decision 

• let you know the result of your appeal within 10 working days 

• contact you at least once a year to check if you still need 

a home 

• refer you to the council within one working day, 

and in emergency cases immediately, if you tell 

us you are homeless. 

19

Spending money wisely 

You can help us by: 

We aim to get the most out of the 

money we have available for our 

customers. 

• providing all the information needed when applying for a 

property 

• keeping any appointments we make with you 

• paying your rent on time 

• leaving your home in good condition. 


Improving our service 

We will always try to provide the best 

services that we can, so we make 

sure we learn from any complaints 

and compliments. 

If you are not satisfied with our service, please let us know and we 

will try to sort out your complaint immediately. Our leaflet ‘Your guide 

to making complaints, compliments or suggestions’ gives you further 

details of how to complain. 

We also welcome your comments and suggestions and regularly ask 

for your views on our services. 

Our Customer Service Panel will consider suggestions to improve 

services for customers. If we use your suggestion we will give you up 

to £100. For more information please see our leaflet ‘Your guide to 

making complaints, compliments or suggestions’. 

21

For more information, please contact 

us at: 

East Durham Homes 

2 Meridian Court 

Whitehouse Business Park 

Peterlee 

County Durham 

SR8 2RQ 

Freephone: 0800 032 0835 

Direct dial: 0191 518 5497 

You can use this low-cost, direct-dial number from your mobile phone 

to avoid premium charges, which your network provider may charge for 

calling freephone numbers. 

Text: ‘enquiry’ to 07786 207 745 

Typetalk: 18001 then the telephone number you require 

Fax: 0191 518 5349 

Email: enquiry@eastdurhamhomes.co.uk 

Website: www.eastdurhamhomes.co.uk 

Our contact centre is open from 8am to 8pm Monday to Friday and 

from 8am to 12 noon on Saturday. 

Please note: for emergencies outside normal office hours, you can contact us 

on 0800 032 0835. 

Our contact centre can deal with most of your enquiries. If you prefer, you 

can visit us at one of our customer outlets in Peterlee or Seaham, or if 

necessary our head office. 

Find us on Facebook Follow us on Twitter 


How to find us: 

Peterlee Customer Outlet 

29 Yoden Way 

Castle Dene Shopping Centre 

Peterlee 

SR8 1AL 

Opening times: 

Monday, Tuesday and Thursday – 8.30am to 5pm 

Wednesday – 10am to 5pm 

Friday – 8.30am to 4.30pm 

Saturday – 9am to 12 noon 

Seaham Customer Outlet 

St John’s Square 

Sophia Street 

Seaham 

SR7 7JE 


Monday, Tuesday and Thursday – 8.30am to 5pm 

Wednesday – 10am to 5pm 


Head Office 

2 Meridian Court 

Whitehouse Business Park 

Peterlee 

SR8 2RQ 


Monday to Thursday – 8.30am to 5pm 


Seaham 

Tempest 

Road 

Castlereagh Road 

B1287 

N Railway Street 

Church 

Sophia Seaham 

Street Contact 

Centre 

Railway 

Byron Place 

Shopping Centre 

A182 

Remember - we can also arrange to visit you at home if you can’t get 

to one of our offices. 

Foundry 

Road 

23

All our publications can be provided in large print, audio 

tape or CD, electronically via email or in Braille. We can also 

provide an induction loop, BSL interpreter, same-gender 

interview or home visits if required. Please contact us on 

0800 032 0835. 

This leaflet contains information about applying for a home through Durham Key Options. If you would like us to 

provide this information in your first language, or you would like us to provide a translator and meet with you to 

discuss its contents, please contact us on 0800 032 0835. We can also provide same gender interviews and 

home visits when required. 

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Chinese 本宣传册介绍如何通过达拉谟关键选房机构 (Durham Key Options) 申请住房。如果您希望我们用 

您的母语为您介绍这些信息,或者希望我们为您提供一名译员与您讨论本宣传册的内容,请拨打 

电话0800 032 0835联系我们。如果需要,我们还可以安排与您相同性别的工作人员与您面谈和上 

门拜访。 

French Ce dépliant contient des informations pour l’aménagement d’une maison avec les options de 

Durham Key. Si vous souhaitez obtenir ces informations dans votre langue maternelle, si vous 

souhaitez un traducteur ou nous rencontrer pour discuter du contenu de ce dépliant, merci de nous 

contacter au 0800 032 0835. Nous pouvons également fournir le même genre d’interviews et de 

visite lorsque c’est nécessaire. 

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Durham Key Options. Jeśli chcieliby Państwo, abyśmy zapewnili informacje w Państwa języku 

ojczystym lub pomoc tłumacza, z którym mogliby Państwo się spotkać, aby porozmawiać o treści 

ulotki, prosimy o kontakt pod numerem 0800 032 0835. Możemy również zapewnić Państwu 

rozmówcę tej samej płci lub wizyty domowe, jeśli to konieczne. 

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032 0835 ‘Y~ nsU~ `sk n}ajE Ej¨* O]ª k¨[ am~ Anw axjot ]vAt axjot `sk AY~ A¬jYt ]vAt A¬jYt `sk uB}SjumCyAt AY~~ Kj um°M gxksEsYt mv a®]s` Ejs nE]~ pt* 

Urdu ﻢﮨ ہﮐ ﮟﻴﮨ ﮯﺘﮨﺎﭼ پﺁ ﺮﮔا ۔ﮟﻴﮨ جرد تﺎﻣﻮﻠﻌﻣ ﻖﻠﻌﺘﻣ ﮯﺳ ﮯﻨﻳد ﺖﺳاﻮﺧرد ﮯﺌﻟ ﮯﮐ ﺮﻬﮔ ﮯﺳ ﻂﺳﻮﺗ ﮯﮐ ﺰﻨﺸﭘﺁ ﯽﮐ مﺎﮨرد ﮟﻴﻣ ہﭽﻗرو سا 

ﯽﺴﮐ ﮯﺌﻟ ﮯﮐ ﮯﻧﺮﮐ ﺖﻴﭼ تﺎﺑ ﺮﭘ تﺎﻳﻮﺘﺤﻣ ﮯﮐ سا ﮯﺳ پﺁ ہﮐ ﮟﻴﮨ ﮯﺘﮨﺎﭼ ﺎﻳ ،ﮟﻴﺋاﺮﮐ ﺎﻴﮩﻣ ﮟﻴﻣ نﺎﺑز ﯼردﺎﻣ ﯽﮐ پﺁ ﻮﮐ پﺁ تﺎﻣﻮﻠﻌﻣ ہﻳ 

داﺮﻓا ﮯﮐ ﺲﻨﺟ ﮯﮐ ﯽﮨ پﺁ ﮯﺌﻟ ﮯﮐ ﺖﻴﭼ تﺎﺑ ﻢﮨ ۔ﮟﻳﺮﮐ ہﻄﺑار ﺮﭘ 0800 032 0835 ﮯﺳ ﻢﮨ مﺮﮐ ﮦاﺮﺑ ،ﻮﺗ ﮟﻳﺮﮐ ﺖﺴﺑوﺪﻨﺑ ﺎﮐ نﺎﻤﺟﺮﺗ 

۔ﮟﻴﮨ ﮯﺘﮑﺳﺮﮐ 

ﯽﻬﺑ ﮦرود ﺎﮐ ﺮﻬﮔ ﮯﮐ پﺁ ﻮﺗ ﯼﮍﭘ تروﺮﺿ ﺮﮔا ﺰﻴﻧ ﮟﻴﮨ ﮯﺘﮑﺳﺮﮐ ﻢﮨاﺮﻓ 

Turkish Bu broşür Durham Key Options araclğ ile bir ev başvurusunda bulunmak hakknda bilgiler 

içermektedir. Bu bilgileri size ana dilinizde sağlamamz, veya içeriğini görüşmek üzere bir 

tercüman ayarlamamz isterseniz lütfen bizi 0800 032 0835 no’lu telefondan araynz. Ayrca 

gerektiğinde ayn cinsiyetten görüşmeler ve ev ziyaretleri de düzenleyebilmekteyiz. 

Your guide to applying for a home through Durham Key Options 

November 2012

Your guide to applying for a home through Durham Key Options [PDF]

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