Frequently Asked Questions

 

 

Frequently Asked Questions

Content

  1. What is Shropshire HomePoint
  2. How do I contact the Shropshire HomePoint Team
  3. Where does Shropshire HomePoint advertise properties
  4. Why do Shropshire HomePoint Not Advertise in Telford and Wrekin
  5. Is there Council housing in Shropshire
  6. Who can apply to Shropshire HomePoint
  7. Do I need to have a local connection to the Shropshire Council area
  8. At what age can I apply
  9. How long will I need to wait for my application to be processed
  10. How long will it take to be rehoused
  11. I have lost my reference number, how do I recover it
  12. I have my reference number, but cannot remember my memorable date or password
  13. How do I upload supporting documents and ID to my account
  14. What are the benefits of registering with Shropshire HomePoint
  15. What if I have received a notice from my Landlord or am under threat of homelessness
  16. How will my application be banded
  17. What type of properties do HomePoint advertise
  18. How many properties can I apply for
  19. What is sheltered housing
  20. What if I am not eligible for a property I want to bid for
  21. How can I bid for a property
  22. How will I know if I am successful for a property
  23. What does an Open bid mean in my bid history
  24. My bid status has changed to unsuccessful, what does this mean
  25. I would like to complaint about my HomePoint Application, How do I do this?

 

What is Shropshire HomePoint?
Shropshire HomePoint is a choice based lettings scheme which manages the Shropshire Housing register. Choice based lettings is a way of allocating homes by advertising them and allowing you to choose for yourself the homes you would like to apply when you meet the eligibility criteria of the property. HomePoint works in partnership with Shropshire Council, Shropshire Housing associations and landlords, for those in housing need. Shropshire HomePoint advertises social and affordable homes across the County of Shropshire, excluding Telford and Wrekin.

How do I contact the Shropshire HomePoint Team

  • Shropshire HomePoints Phone lines are open 10am to 12am Monday to Wednesday. Our email address enquiries@shropshirehomepoint is now closed and emails will not be responded too. To message the HomePoint team please go out the Contact us section of our website or login to your account messages and choose Social Housing from the Associated Application dropdown. 
  • If you have an ongoing Homeless application with the Housing Options team at Shropshire Council to contact the team, please choose Homeless Case from the Associated Application dropdown.

Where does Shropshire HomePoint advertise properties?
Shropshire HomePoint covers the Shropshire Council area of Shropshire excluding the Telford and Wrekin area. If you wish to live in the Telford and Wrekin area of Shropshire, please contact Telford and Wrekin Council for advice.

Why do Shropshire HomePoint not advertise any properties in Telford and Wrekin
The county of Shropshire has 2 local councils, Shropshire Council and Telford and Wrekin Council. Shropshire Council advertises properties in the Shropshire Council area of Shropshire, If you wish to live in the Telford area, please contact Telford and Wrekin Council for advice on joining their Housing Register.

Who can apply to Shropshire HomePoint?
Most people can apply, some exceptions may include those with previous unacceptable behaviour, current or former housing debts and people not eligible for public funds via their immigration status. 

Do I need to have a local connection to the Shropshire Council area?
Applicants without a demonstrated local connection are able to apply to the waiting list, however this will be reflected in the band awarded. Some exceptions may apply.

At what age can I apply?
Applicants will need to be at least 18 years of age.  Exceptions may be made for 16 and 17 year old care leavers and those threatened with homelessness. 

How long will I need to wait for my application to be processed?
Processing times can fluctuate during the year, currently they are as follows: 
Applications: 15 Weeks
Online Updates:10 Weeks
Document Uploads: 15 Weeks

How long will it take to be rehoused?
In Shropshire, the demand for social and affordable housing exceeds available supply. It is hard to advise how long it can take to be housed via Shropshire HomePoint due to many factors.  Properties are advertised when a tenant of a social property gives up their tenancy or a new build social property is completed. It is hard to know how many properties are going to become available each week, month or year. The time to be rehoused could also be influenced by the number of bedrooms and adaptions you require or the location you wish to live.  We would recommend considering all your options such as, looking for an exchange when you are a current social tenant, looking for a private rented property via an estate agent or complete Shropshire Council's Advice tool for other options available.

I have lost my reference number, how do I recover it?
If you have lost your 5 or 6 digit reference number, press the I have forgotten my login reference on the Shrophire HomePoint Login page. Add the email address registered with your account and your reference number will be emailed to you. You may need to check your email accounts spam folder for the recovery email. If your email address has changed or you do not receive the recovery email please contact us, providing your name, registered address and date of birth to enable us to trace your account details. You can email from our Contact us page.

I have my reference number, but cannot remember my memorable date or password?
To recover your memorable date or password:

  • Go to the Login page
  • Add your 5 or 6 digit reference number and press Continue
  • Press I have forgotten my password at the bottom of the page
  • Add your reference number and email address
  • Add 2 items from the options of your postcode, date of birth, family name, or national insurance number and press Reset
  • Your recovery emails will be emailed to you. Please remember to check your spam folder. 
  • You will be provided both a new rememorable date and password even if you remembered one of them. 
  • Add your temporary memorable date and password provided in your recovery email. 
  • Choose a new memorable date and password to access your account next time. 

How do I upload supporting documents and ID to my account

  • To provide the documentation you can upload via your account or send them via post to Shropshire HomePoint, The Guildhall, Frankwell, Shrewsbury, Shropshire, SY3 8HQ. Please ensure the document is laid on flat neutral surface and pictures are taken looking directly down. Please be advised Shropshire HomePoint accepts legible copies of documents, however originals will be required by a landlord before an offer is made. 
  • To upload documents in support of your Shropshire HomePoint application, please log in to your account. 
    On your ‘My account’ page under ‘My Applications’, click on ‘Upload/Review documents’.  
    This will take to the page ’Social housing – Document upload’. Click on Browse for files and find the file you want to upload.
  • Once you have selected the file to upload, you will see a drop-down option tab. Select the type of document you are uploading, e.g. Proof of ID or Proof of income. When you have selected the document type, click ‘Upload’. 
  • Once your correspondence has been processed, we will write or email confirming the outcome.
  • Alternatively, please post the documents to Shropshire HomePoint, The Guildhall, Frankwell, Shrewsbury, Shropshire, SY3 8HQ Original documents are not required.  

What are the benefits of registering with Shropshire HomePoint?

  • Only 1 application form to complete
  • Enquiries can all be made to one place
  • HomePoint can help direct you to other sources of help and assistance depending on your housing needs
  • Applying for properties is easy and quick
  • A list of the property features is available with information on local services and amenities.
  • Photos and floorplans are often included to help you decide which property to apply for. 
  • Results are published to give you feedback and keep you informed. 

What if I have received a notice from my Landlord or am under threat of homelessness?
If you have received a notice to quit from your landlord, please contact Shropshire Council's Housing Options team on 0345 6789005 to make a homeless application. A copy of the notice can be emailed to housingoptions@shropshire.gov.uk and keep in contact with your Housing Options officer, Shropshire HomePoint do not need a copy of the notice.  If you do not already have a housing register application you can make one using the login details provided by your Housing Options Officer.

How will my application be banded?
Applications are banded according to your individual circumstances and assessed using Shropshire Council's Affordable Housing Allocation Policy and Scheme that was updated in July 2023. Bands are numbered 1 to 7, with band 1 being the highest.  A copy of the allocation policy can be seen here.  If you wish to send in documentation to support your application, these can be uploaded via your online account. 

What type of properties do HomePoint advertise?
Shropshire HomePoint advertises: 

  • Affordable and Social rented properties including sheltered housing
  • Low cost homeownership
  • Mutual exchange properties in Shropshire Council Area

How many properties can I apply for? 
You can apply for 1 affordable and social rented property each cycle.  If we advertise a home you like on a Wednesday, you have until the following Tuesday (7 days) to place a bid of interest. If you are successful or not will depend on your banding and band date, and your final queue position following the closure of the cycle. 

For mutual exchange and low cost homeownership properties you can apply for as many as you like and they will be advertised until someone is successful. Shropshire's Mutual Exchange Register is open to applicants who are currently social tenants in Shropshire, excluding Telford and Wrekin, who would like to exchange with another social tenant in Shropshire, excluding Telford and Wrekin. If you are currently a social tenant outside Shropshire, please contact your landlord for further advice on which national exchange scheme to join.

What is sheltered housing?
Sheltered housing or independent living properties cover a wide range of options for older, disabled and vulnerable people. The properties advertised by Shropshire HomePoint are generally for older people aged over 55 or sometimes 60+ but some will be available for younger people that require a level access or adapted home. Property adverts will clearly show where there is a minimum age restriction.  An assessment of your eligibility for sheltered accommodation will be required. If you require other types of supported accommodation, please contact Shropshire Council's Housing Options team on 0345 6789005.

What if I am not eligible for a property I want to bid for?
There may be occasions you are unable to bid for a property you are interested in, due to the features, such as level access or it has a level access shower, or number of bedrooms in the property. When applying to Shropshire HomePoint, you will be advised of your property entitlement like your bedroom need, based on the number and gender of the full time permanent members of your household.  You will also be advised if you need a level access, level access shower or wheelchair adapted property.  If a property has an adaption you do not need, you will not be able to bid for that property. 

How can I bid for a property?
Once you have registered with Shropshire HomePoint you can apply for properties in the following ways

How will I know if I am successful for a property?
If a landlord is to offer you a property, you will be contacted by them directly, rather than by Shropshire HomePoint. This is usually by telephone, email or letter; we would recommend always keeping us up to date with your contact details.  

Your chances of being offered a property will be shown by your queue position at the end of the bidding cycle. The higher your queue position the improved chance you have of being successful if you meet the advertised property criteria, so please ensure you read the description carefully. You will be asked by the landlord to prove your current housing register circumstances and provide finances and references from previous landlords.  

Unfortunately, as Shropshire HomePoint is not the landlord, it is hard to say how long it will take for a property to be allocated. In most circumstances it is usually around 4 weeks to allocate a property however, this depends on individual landlords. You can also follow the status of your bid in the “My Bids” section of your online account. 

What does an Open bid mean in my bid history?
An open bid means that the landlord of the property has not begun the allocation process currently. Unfortunately, as Shropshire HomePoint is not the landlord, it is hard to say how long it will take for a property to be allocated. In most circumstances it is usually around four weeks to allocate a property however, this will depend on each individual landlord and if any works are required on the property once the previous tenant has moved out. You can stay up to date with the status of your bid in the “My Bids” section of your online account. 

My bid status has changed to unsuccessful, what does this mean?
If your bid status for a property has changed from ‘Open’ to ‘Unsuccessful Bid’ this means that you have been unsuccessful on this occasion. The property has been allocated by the landlord to an applicant in a higher finishing position. If you require further information, please contact the landlord directly. 

Is there council housing in Shropshire?
Shropshire Council owns properties in the Oswestry and Bridgnorth district areas. These properties are managed by Shropshire Towns and Rural Housing Ltd (Star Housing) on behalf of the Council.  In other areas of Shropshire, properties are now owned by Registered Social Landlords. 

I would like to complaint about my HomePoint Application, How do I do this?

To request an official appeal of your banding please send a client message within 21 days of receiving your banding decision. Provide your contact details, your grounds for appealing and stating why you disagree with the decision. You can also take this opportunity to supply any further supporting evidence you wish us to consider as part of the appeals process by uploading it to your online account. Upon receipt of the above, your appeal will be assessed by the Housing Services. You can also request your complaint via the Shropshire Council Complaints, comments and compliments | Shropshire Council website page. 

If you would like to make a complalint about your homeless applciation or temporary accommodation, Please contact the Housing OPtions team or complain via Shropshire Council Website Complaints, comments and compliments | Shropshire Council

If you have any other questions, please contact a member of the Shropshire HomePoint team.