Frequently asked questions

How do I apply for a Livin home or bungalow?

We advertise all of our available homes on our Find A Home page, simply visit this page for more information.

Before you can place a bid on one of our homes, you must first have an active account with the relevant Choice Based Lettings Scheme. Almost all our homes are located in County Durham and therefore are allocated through the Durham Key Options scheme. Durham Key Options (DKO) is a partnership between Durham County Council and landlords across County Durham.

We have a small number of homes which are located outside Durham, these are all advertised through Tees Valley HomeFinder, Hartlepool HomeSearch and Darlington HomeSearch; They are similar to Durham Key Options but we do not process applications registered for these schemes. If you wish to register an application for homes advertised in this area, please apply directly.

Once your application is approved, you will then be able to bid on homes that meet your needs. You can access the application form directly by visiting the relevant Choice Based Lettings system.

How long will it take for my application to be processed?

We aim to start processing your application within 10 working days. If we require any further information after this point, we will contact you to ask for this. Once we have received all the required information we will notify you of our decision within 20 days, and if accepted we will activate your account. You can also check your application status online by logging into the DKO portal.

How can I get involved with Livin and help to shape services?

To find out more about the different ways you can get involved, please visit our getting involved section.

Can I apply to buy my home under Right to Buy?

Tenants who have been with Livin since before the transfer from Sedgefield Council in 2009 may have the “Preserved Right to Buy” their property. Full details of the scheme are available on the Government Right to Buy website. If you are thinking of applying, please contact us.

Can I apply to buy my home under Right to Acquire?

If you have been a tenant for 3 or more years you may have the right to buy your property under the Right to Acquire scheme. Full details of the scheme are available on the Government Right to Acquire website. If you are thinking of applying, please contact us.

More FAQ's

My Livin app - FAQs

How do I access My Livin?

Search 'My Livin' in your app store or use one of the links below:

Download for iPhone: https://apple.co/3DamvuF

Download for Android: https://bit.ly/MyLivin_GooglePlay

Access via our website: https://my.livin.co.uk

How do I register for My Livin?

We’ll need some personal details from you to create your account and we’ll ask you to create a password. You’ll receive a verification link to your registered email address. You may need to ‘add your tenancy’ if you don’t already have your email address registered with us.

How do I link my tenancy?

You may need to ‘add your tenancy’ to gain full access to all of the features. You must be a lead or joint tenant to link your tenancy.

I didn’t receive a verification email, what do I do?

Check the email address that you used to register for any spelling mistakes. Make sure you check that the email verification link has not been delivered to your spam or junk folders.

I have forgotten my password; how can I access my account?

If you have forgotten your password, you can reset this by clicking on the ’reset your password’ button on the login screen. We will ask you for your registered email address so we can send you a password reset link.

My email address already exists; can I still register?

It may be that we have a duplicate email for you. Lead and joint tenants who live in the same household can both have an account but you will need to use different email addresses.
If a household member (not a lead or joint tenant) or a third party (family member or friend) has created an account, they will need to create their own account using their own email address.

Why is my tenancy number invalid?

Please check you have entered the 6-digit number correctly, making sure this isn’t your Durham Key Options housing reference number. If you don’t know your tenancy number, please contact us.

Why is my date of birth invalid?

We may have an incorrect date of birth registered in our records. please contact us so we can verify your account.

I’m trying to register on behalf of someone else; how can I access their account?

If you are a household member (not a lead or joint tenant) or a third party (family member or friend) you will not have access to a tenant’s account.

Can I register as a non-tenant?

You will need to create your own account with your own email address, this won’t allow access to any personal information for any tenancy, but you will be able to contact us, make a payment or report repairs with a tenancy number.

Something else? Something else?

Ways to pay

How do I use Apple Pay/Google Pay?

To make a rent payment in the My Livin App, use the Make A Payment button in the My Rent Account section. Then, choose either Apple Pay (for iOS) or Google Pay (for Android) to make your payment, and confirm your payment using Face ID, Touch ID, or your device passcode, and wait for the confirmation message before exiting the app.

How secure is Apple Pay/Google Pay?

Both payment methods are secure and do not share your details with us or any third parties. You will need to use either Face ID, Touch ID, or your passcode to make a transaction.

Does it cost extra to use Apple Pay/Google Pay?

No, using Apple Pay or Google Pay does not come with any extra charges. These payment methods are completely free to use and work like a regular card transaction.

Why can't I see Apple Pay/Google Pay as a payment option?

Make sure your device supports Apple Pay or Google Pay, that you have added a valid card to your digital wallet, and your region or bank supports these payment methods.

Who do I contact if my payment doesn't go through?

If your payment fails, check if your card is active and has sufficient funds, ensure Apple Pay or Google Pay is properly set up, and contact our Customer Services team or your bank for assistance.

Something else? Something else?