Supported Housing – frequently asked questions

Q. Who is responsible for repairs to my property

A. The Council is responsible for most repairs. You should report these as soon as you notice them, if necessary your Supported Housing Officer may do this for you.

You can report a repair by calling 01438 211011

Q. Is there a scheme doctor?

A. No. Each tenant has their own doctor. If you are moving into the area you may have to change your present arrangements.

Q. Can I keep a pet?

A. Permission should be sought for a pet other than a caged bird. If you have a well behaved small dog or cat you may be able to bring it with you should you move to a bungalow with its own access to the outside.

However, if you are going to a flat with an access corridor shared with your neighbour, conditions are not considered suitable for a dog or cat and so you should make other arrangements for it before moving.

If you have a pet it is your responsibility and you must make arrangements for it to be adequately cared for if you go away or become ill. The Supported Housing Officer will not look after your pet for you.

Although we may allow tenants of Supported Housing to bring an existing pet with them when they move in, we would also ask that tenants do not purchase new pets after they have moved in, including replacements for pets that have died.

Q. Will I get facilities like a phone and a television

A. It is entirely up to you whether or not to have a private phone and your own television in your home. If you do, you will be responsible for the cost. You may be eligible for a concessionary Television Licence, your Supported Housing Officer should be able to tell you if this is the case.

Q. Is my home covered by insurance

A. The building in which you live is insured by the Council but this does not cover its contents.

The Council strongly advises all tenants to take out home contents insurance and has arranged a special scheme which is available to tenants. You can find out more by clicking on this link: Home contents insurance

Q. What if I want to move?

A. Like any other secure tenant, you can give 28 days notice to terminate your tenancy and move out if you wish.

There may be a good reason why you wish to move to another Council dwelling. If so, the Housing Needs Department will try to help you to do so, although because of the demand for Council housing there may be a delay before a suitable home becomes available.

Q. What if I am dissatisfied with the services I am receiving?

A. If you are dissatisfied with any of the services you are receiving you should, in the first instance, talk to your Supported Housing Officer who may be able to put matters right.

For more serious matters, you may then want to speak to your Tenancy Officer. If you are still not satisfied you can contact the Council’s Customer Service Centre who will investigate your complaint further. You can do this by filling in our online comment/complaint form or by writing to the below address:

Customer Service Centre
Stevenage Borough Council
Daneshill House
Danestrete
Stevenage
Herts
SG1 1HN