When will the new system be introduced?
The new system will be launched in stages over the coming months. The first stage will be a new back office system and choice based lettings (CBL) system, which can be accessed from Monday 9 December 2019.
You will still be able to report a repair using our Report a repair page or by calling us 0300 373 0373, option 1.
You will still be able to make payments online at www.woking.gov.uk/pay or by phoning our automated payment line on 0300 373 0373 and selecting ‘option 2’.
Staff will have limited access to tenancy information from 25/11/2019 to 29/11/2019. Please bear with members of staff during this week. A full service will be resumed on 02/12/2019.
Tenants on the housing transfer register
If you’re currently on the housing transfer register, you will need to update your online account to access the new service. This will be available from Monday 9 December 2019. (Please note: You will not be able to bid for properties until you have updated your online account.)
It’s quick and simple to update your account, please visit www.woking.gov.uk/housingservices After Monday 9th and follow the online instructions.
The final bidding cycle, using the existing Hometrak system, will open from Tuesday 26 to Thursday 28 November 2019.
Please note: We will not publish a property list on Tuesday 10 December 2019. This is required to give applicants time to register for the new system. Additionally, we will not publish a property list over the Christmas period.
The next property list will be available on the new choice based letting system from Tuesday 7 January 2020. To be able to bid, you will need to have updated your online account.
To update your account, you will need to submit the following information:
- your choice based lettings (CBL) application number
- your surname
- your date of birth
- a valid email address.
Please note: You will no longer need your ‘pack and PIN’ when using the new CBL system.
If you have any questions or require help adding the new service, please contact Woking Borough Council’s Housing Allocations Team on 01483 743 833.
Alternatively, a member of the team can assist you in person at the Civic Offices between 10am to 12pm, Monday to Friday from Monday 9 December to Friday 10 January 2020.
The new housing system has a feature designed to prioritise the allocation of payments to any housing related rent debt or pre-agreed payment arrangements. This will protect the security of your tenancy by helping to keep arrears to a minimum and reducing the risk of action being taken for non-payment of housing related debts.
Please note: This feature will only affect housing tenants or leaseholders that have more than one type of charge, such as rent plus support charges or service charges and major works debts.
Phasing out rent books
All letters about your tenancy or rent account will include a barcode in the top left hand corner of the letter and, on the reverse of the letter, information will be provided on how and where payments can be made.
The barcode is designed to be scanned by Post Office staff which will make processing your payment quicker and more efficient. You will still be able to make payments via standing order, direct debit and online banking, as well as via the website and the new online tenants’ portal.
Please note: We will no longer supply new rent books. Your current rent books can still be used in the normal way, or you can start using the barcode system outlined above.
Additional direct debit options
The new system will allow customers to set up direct debits on a fortnightly or on newly introduced monthly cycles, which can be scheduled to be taken on 1st, 10th or 20th day of the month.
To set up a direct debit, please contact the New Vision Homes’ Income Recovery Team on 0300 373 0373 and select ‘option 3’.
Future new system features and service updates
Online applications and advice portal
New customers will be able to access an online housing application process and service enquiries. Existing customers will be able to upload documents should any circumstances change. This will be a more secure, flexible and efficient way to share information.
Online tenants’ portal
A new tenants’ portal will provide 24-hour access to your rent account. Here you will be able to view your latest statements, information on charges, and review tenancy documents. You will also have the flexibility to make payments, set up direct debit payments, view and update your personal contact details and make service requests.
Tenancy and rent information will be available to staff via mobile applications. This aims to improve communications with residents when making home visits, as well as providing the functionality to record and submit any communal grounds maintenance, cleaning and health and safety issues whilst on site and during quarterly estate inspections.