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As a social housing tenant, you are entitled to a good standard of living. The housing association is obligated to maintain the dwellings it offers in a reasonable condition and address any disrepair issues promptly. If they do not, the organization may be held liable and required to pay compensation for injuries caused by their actions or inaction.
If you pay by monthly by Direct Debit you will benefit from rent-free weeks at different times to those detailed above. You can use your Rent Payment Card to pay your rent at any Post Office or shop that shows the Pay Point sign. Landlords should ensure that external windows and doors can close and that they are draught-proof. They should fix any eroded sealants, broken door handles or locks, rotten window frames, faulty hinges or broken glass. The approach taken by ONGO has been incredibly successful, as the number of Universal Credit claimants have increased, the organisation’s average UC arrear has continued to decrease. Housing AssociationsWe partner with small, local housing providers as well as with larger regional and national organisations.
Properties to rent
We know that, despite our very best efforts, sometimes things do go wrong. You can then go online each week to see which homes are available for you. All of our properties are advertised through Home Choice Lincs along with homes from Shoreline Housing Partnership, Longhurst and Havelok Homes and others.Register for Home Choice Lincs. If your key fob is faulty we will arrange for one of our caretakers to reset it for you. If you live in one of our flats, you may have a blue tear drop key fob to get into your building. Please be aware that if we attend an emergency appointment and it turns out not to be an emergency, we will have to recharge you the cost of the emergency call out.
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Quality and sustainable repairs
The actual percentage you receive depends on how uninhabitable the property was. If the property was completely uninhabitable, you would be compensated 100%. However, this is very rare and most claims range between 25% and 50% of the rent you paid. RentSense has given us back the time at the start and at the point of the claim. We can have in depth conversations and set expectations of how important paying the rent is.
We were told by a friend that this company could help and within 6 months we received compensation for damages & all the damp and mould was removed. My flat was repaired in time for my child’s birth and I received rent refunds and compensation. Housing association tenants are eligible to seek compensation if the property they reside in has fallen below acceptable standards. After a first foray into conversational chatbots, Ongo – the largest housing provider in North Lincolnshire – was left wanting more, to better support customers and reduce contact costs. “Our arrears have fallen by around £500,000 since 2018, from £1.1m to £616,000 in March 2020.
Sector leading performance
Our housing disrepair professionals are sensitive to the physical, emotional, and financial strains that renting poor housing can have on tenants and will work diligently to get you the repairs you need. If your rented council home or housing association property has not been repaired, you may be eligible to make a housing disrepair claim for the necessary repairs and compensation. The rent first culture also meant when tenants called in, if their account is in arrears, this is raised on the call and non-urgent repairs are not booked until the issues with rent payments have been addressed.
As a result, we have a decreasing number of people on APAs, and fewer taking advance payments. The introduction of RentSense coincided with a Rent First approach across the organisation. ONGO were keen to eradicate silo working and looked to engender a united ethos to rent collection. Part of the solution was to get tenants to pay their rent in advance and thus eliminate ‘technical arrears’. You can use your rent payment card to pay your rent at any Post Office or shop that shows the Pay Point sign. If you would like to order a Rent Payment Card get in touch through our Live Chat at the bottom of the page.
Suing housing associations for unsafe properties
It helps me provide in-depth reports to our Executive Leadership Team, which I am doing weekly at present, rather than monthly. I also use it to monitor workload across the team, so I can see if we need additional resource on specific patches. I am able to check patch configuration in RentSense to monitor the number of UC claimants along with profile of the tenants so we can match the right workers with the right profile of tenancies. Any changes made can be tested first to see what the outcome will be, to ensure parity across the team,” highlights Matt.
Before you go reaching for the phone, we have developed our self help menu to answer your query online. All you need to do is choose a topic from the left-hand menu, then choose a category and we will provide you with the answer. Of course, we sometimes realise you might need to talk to someone so if you can't find what you need online, why don't you try Live Chat or send an email to To be considered for one of our homes to rent you will need to create an account and complete an application form. You can pay your rent and check your rent balance online by registering for, and logging onto My Home, your online account. You can check your balance and pay your rent online by signing up for anonline account.
Landlords are responsible for the exterior upkeep of their rental properties, including damage to doors and windows. This responsibility exists even if the rental agreement says that the tenant is responsible for repairs. Damaged or broken windows and doors can lead to many issues, including dampness and mould, and can also be a safety risk. If you are injured due to your housing association’s failure to provide a safe and habitable property, or to deal with reported disrepair in a timely manner, you may be able to sue the association for damages. If you would like to pay your rent with a credit or debit card you can do so via AllPay. Your landlord is responsible for maintaining the hot water and heating systems as well as appliances such as electric heaters that they have supplied.
This shift in approach and introduction of RentSense has helped ONGO improve performance across the board. “Tenants were encouraged to get their account in credit, by the frequency they pay their rent. However, before you contact us we would ask that you try to address the issues. Sometimes just a talk with someone can make them realise how their behaviour is affecting others. In fact, sometimes people don’t actually realise they are causing a problem. Once your application is made active you will be able to view the homes you are eligible for and bid for up to three each week.
There are a set criteria for the types of properties available to each applicant. Start your day right with our extensive buffet breakfast and a la carte specialties. Request a FREE property inspection to find out how much your claim is worth. The improved performance has continued in lockdown as well, with ONGO achieving their best year on year performance ever for arrears. ONGO Homes has seamlessly switched to remote working across the organisation due to the lockdown.
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