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

Repairs - FAQ's

Frequently Asked Questions

How do I rearrange a repair appointment?

You can rearrange your repair appointments by logging into the tenant app. However, if the repair is within 2 working days, please give us a call on 0800 5874538 and we will change this for you.

How do I cancel a repair appointment?

You can cancel your repair appointments by logging into the tenant app. However, if the repair is within 2 working days, please give us a call on 0800 5874538 and we will change this for you.

What happens if I miss a repair appointment?

If you have missed your repair appointment you should have received a card through your door. Please contact us to get the repair booked back in as soon as possible.

How do I check my repair details?

To find out more details about your repair, simply log into the tenant app and open the repairs section.

What do I do if my smoke alarms keeps beeping intermittently?

Immediately call our Customer Services team on 0800 5874538 and we will arrange to send someone out. Lines are open from 8.15am to 7pm Monday to Friday and 9am to 1pm on Saturday.

Something else? Something else?

Aids and adaptations

Do I have to pay for minor adaptation work to be completed?

Minor adaptations up to £1000 will be arranged through our repairs service, subject to meeting our criteria. Some minor adaptations can be agreed over the phone, for example grab rails and lever taps.

Will I need to be referred to the Occupational Therapist before minor adaptations can be fitted?

Our Occupational Therapist may need to contact you for more complex minor adaptations.

How long will it take for a minor adaptation to be completed?

We aim to complete minor adaptations, such as lever taps and grab rails, within 30 days of your request. However, more complex jobs may take longer, especially if external preparation work is required, as this type of work is weather-dependent.

Do I have to pay for a major adaptation?

Once assessed and approved, major adaptations will usually be funded through a Disabled Facilities Grant dependent on whether you meet the eligibility criteria and pass their financial assessment. Disabled Facilities Grants: Overview - GOV.UK (www.gov.uk)

How do I request a major adaptation?

Local authorities must get permission from us before carrying out assessments for major adaptations.
Here are the local authorities and further information on the services they provide:

Durham County Council
Darlington Borough Council
Hartlepool Borough Council
Stockton-on-tees Borough Council

How long will it take for a major adaptation to be completed?

Local authorities manage the waiting list, and due to the high demand for services, timeframes vary depending on the difficulty of the required work.

Will you always be able to meet my request for an adaptation?

Sometimes, it is not practical for us to adapt your home. This may be due to its size, construction, location, or the amount of adaptations required. In these situations, we may help you move to a home more suited to your needs or one that is more easily adapted.

What happens if my application for a Disabled Facilities Grant is refused?

If your request is refused, we may be able to fund or carry out the work, subject to approval.

Do I need to ask for permission from Livin to adapt my home if I am funding the adaptation myself?

Permission is required before any work is carried out to your home.

Something else? Something else?