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Contact Us
Getting in touch
Find out how to get in touch with us.
Frequently asked Questions
You can find out more about the different ways you can get in touch by visiting our contact us page
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Privacy and Cookies
In accordance with applicable data protection legislation, we are committed to protecting your rights and privacy when you use our services. Livin Housing Limited is registered as a data controller with the Information Commissioner’s Office.
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Community Spaces
We own and manage several buildings, and the activities in them to bring more opportunities to tenants and residents in our communities.
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Benefits
Find out more about what support we offer to help you understand benefits and check what you may be entitled too.
Home / Frequently Asked Questions / Benefits - Moving into a new build Home / Your Home / Moving In / Moving into a new build
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Home Safety
We have a legal responsibility to carry out regular gas, fire and asbestos checks to ensure that your home is safe and efficient.
Home / Your Home / Home Safety -
Looking After Your Home
To apply for permission to alter your home, just get in touch, giving full details of the work you intend to carry out.
Home / Your Home / Looking After Your Home -
Applying For A Home
Find out everything you need to know about filling in your Durham Key Options application and bidding on our properties.
Home / Frequently Asked Questions / Applying For A Home -
My Livin
My Livin - Frequently asked questions
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Garages
We are pleased to be able to offer our tenants and residents the opportunity to rent a garage or garage plot from us, providing you with the additional space you require.
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My Livin app
Download the My Livin app now to manage your tenancy from your smartphone. Access exciting new features including trackable repairs, direct messages, live rent account balance information and so much more.
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Life Cycles
Our home improvement programme includes life cycle for the key elements of our homes to make sure they are warm, safe, and high-quality. The timescales are based on government guidance however if an element needs to be changed, this may happen sooner.
Home / Your Home / Looking After Your Home / Home Improvement Programme / Life Cycles -
Your Smoke Alarms
It's important to make sure your fire alarms are in working order. Find out what you can do to make sure your family is safe in your home and what to do if your alarm stops working
Home / Your Home / Home Safety / Your Smoke Alarms -
Repairs
Everything you need to know about tracking and logging your repairs online.
Home / Frequently Asked Questions / Repairs -
Contact Us
Get in touch by telephone, email and LiveChat and read our helpful frequently asked questions.
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Local offers
We worked with over 400 of our tenants to help shape five pledges known as local offers to improve services that are important to them.
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New Model Of Shared Ownership
This government scheme is for those who are renting a new home delivered through the Affordable Homes Programme 2021-2026.
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Summer Holiday Activities
Fun-filled local activities available in our communities.
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Other
View our most frequently asked questions relating to property alterations, anti-social behaviour, right to buy and right to acquire.
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Contact Us Form
We'd love to hear from you. Our friendly Customer Services team will deal with your request within one working day.
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Transforming Customer Experience and Digital Services
Providing a brilliant customer experience is in everything that we do, and we are committed to transforming customer services by listening and acting on customer feedback and using customer data to design and deliver modern digital services.
Home / About Us / Annual Report 2021/22 / Transforming Customer Experience and Digital Services -
Our Lettable Standard
The Lettable Standard is the minimum standard of repair that you can expect to find when you rent one of our properties.
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Making Alterations To Your Home
We recognise that you may wish to make alterations to your home, so it's important that you understand what type of improvements may require our permission or an inspection.
Home / Your Home / Looking After Your Home / Making Alterations To Your Home -
Contact Your Housing Adviser
Your Housing Advisor is on hand to answer any questions or queries you have related to your tenancy, manage any anti-social behaviour issues and provide support to help you sustain your tenancy.
Home / Your Support / Contact Your Housing Adviser -
Jubilee Fields Estate - Local offers
Following a survey to our tenants to establish what really matters to them about life on the estate, we further engaged with 13 of the 69 responding tenants to help us shape four pledges. These pledges are known as local offers and we will work collectively upon achieving these going forward.
Home / Your Community / Jubilee Fields Estate, Shildon / Jubilee Fields Estate - Local offers -
Money Support
Budgeting and benefits to insurance and energy advice, we can help you make the most out of your money by providing expert financial support.
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Ways We Listened to and Acted on Your Complaints
Listening to your feedback and working jointly with you through virtual meetings, one to one sessions and online surveys we have made improvements to our services.
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Rent Account
Everything you need to know about accessing your rent account and making a payment online.
Home / Frequently Asked Questions / Rent Account -
Western Estate - Local Offers
In 2021 we engaged with our tenants living on the Western Estate to find out what is important to them. This engagement has allowed us to form Local Offers for the estate which we will be working on with residents and partners until the end of 2024. Collectively we have managed to deliver the following so far.
Home / Your Community / Newton Aycliffe West Improvements / Western Estate - Local Offers -
Transforming Customer Experience and Digital Services
Rising energy prices and a cost of living crisis meant that the services we delivered to support our customers in 2022/23 were needed more than ever. Throughout these challenging times we continued our journey to deliver a brilliant customer experience in everything we do.
Home / About Us / Annual Report 2022/23 / Transforming Customer Experience and Digital Services -
Supporting Sustainable Tenancies
We are determined to enable and deliver strong and sustainable places and to deliver this our tenancies must be sustainable. We want you to feel happy living in comfortable and manageable homes.
Home / About Us / Annual Report 2023/24 / Supporting Sustainable Tenancies - Complaints and Feedback in 2023/24 Home / About Us / Annual Report 2023/24 / Transforming Customer Experience and Digital Services / Complaints and Feedback in 2023/24
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Your Support
We have a number of support offers to help our tenants live comfortably and feel safe in their homes.
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Preventing and Tackling Fraud
We adopt a zero tolerance to fraud, if you suspect someone if committing fraud against us you can report it online.
Home / Your Support / Preventing and Tackling Fraud -
Moving In
Our handy Moving In guide will help you to get set up and settled in your new home as quickly and easily as possible.
Home / Your Home / Moving In -
Managing Your Tenancy
The most frequently asked questions relating to managing your tenancy.
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Universal Credit
Universal Credit is a single payment for people who are looking for work or on a low income.
Home / Your Support / Money Support / Universal Credit -
Increasing energy prices
From 1 April, households that are currently on a standard variable tariff will see their bills rise when the new energy price cap comes into force. The new cap will be announced in February. It is expected that costs will jump from £1,277 per year for the average household to around £2,000, an increase of more than 50%.
Home / Your Support / Money Support / Increasing energy prices -
Ways We Listened to and Acted on Your Voice
We use information from satisfaction surveys, data on how services are used and feedback from our InsightXchange sessions to make service improvements that make a real difference. Here is some examples of service improvements your voice has helped us to introduce.
Home / About Us / Getting Involved / Ways We Listened to and Acted on Your Voice - Delivering a brilliant customer experience Home / About Us / Annual Report 2020/21 / Delivering a brilliant customer experience
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The Courts, Shildon
Since 2018 we have been working hard alongside you to give you the homes you love in a place you want to live.
Home / Your Community / Jubilee Fields Estate, Shildon / The Courts, Shildon -
Home Improvement Programme
Our home improvement programme runs each year and aims to make sure that our homes are high in quality and provide a safe and welcoming environment for you to live in.
Home / Your Home / Looking After Your Home / Home Improvement Programme -
Gas Servicing - Keeping You Safe
The safety of you and your family is our priority. By carrying out a regular gas service, this helps to maintain higher levels of safety, health, money and also identify potential problems which may occur.
Home / Your Home / Looking After Your Home / Gas Servicing - Keeping You Safe - Applying for a home Home / Your Support / Renting A Home / Applying for a home
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Report A Repair
Report and book your repairs and out of hours repairs quickly and easily using our online repairs system, and one of our friendly operatives will visit your home at a time to suit you.
Home / Your Home / Report A Repair -
Mutual Exchange
You can register your home for Mutual Exchange through Durham Key Options, allowing you to swap your home with another social housing tenant looking to move into either a smaller or larger home.
Home / Your Support / Mutual Exchange -
Aids and Adaptations
If you, or a family member, are struggling due to a long-term illness, disability or mobility issues we may be able to help.
Home / Your Home / Aids and Adaptations -
Accessibility
We are committed to making sure that as many people as possible can access our website and our services, receiving the same level of service regardless of their individual needs.
Home / Accessibility - Together with our community partners Home / Together with our community partners
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Modern Slavery
Modern slavery is defined as "... the recruitment, movement, harboring or receiving of children, women or men through the use of force, coercion, abuse of vulnerability, deception or other means for the purpose of exploitation." This encompasses slavery, servitude, forced or compulsory labour and human trafficking.
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Domestic Abuse
Find out more about the help and services we have available if you or someone you know is a victim of domestic abuse.
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Anti-Social Behaviour (ASB)
We want you to feel settled and safe in your home, but we know that sometimes this is not always the case.
Home / Your Support / Anti-Social Behaviour (ASB) - Condition of Property Home / Your Support / Condition of Property
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Managing Waste
We know that it can bit quite confusing, knowing how different types of waste need to be disposed and who will do it. We've outlined who is responsible for your waste and what you need to do it arrange it being removed.
Home / Your Home / Managing Waste -
Housing Ombudsman
If you’re not happy with the final response us, you are entitled to make a complaint to the Housing Ombudsman.
Home / Customer Feedback and Complaints / Housing Ombudsman -
New Tenants
Everything you need to know about moving in and getting your gas and electric switched on in your new home.
Home / Frequently Asked Questions / New Tenants -
Gas Servicing
The safety of you and your family is our priority. By law we have to make sure that a gas service is carried out in your home every year.
Home / Frequently Asked Questions / Gas Servicing -
Greener Places Grant
Apply for a grant to help develop a project that could improve greener spaces, develop greener skills, examine greener energy or deliver a greener life.
Home / Your Community / Community Grants / Greener Places Grant -
Safer Places Grant
Apply for a grant to help develop a project that could resolve incidences of anti-social behaviour and neighbourhood.
Home / Your Community / Community Grants / Safer Places Grant -
Healthy Places Grant
Apply for a grant to help develop a project that could support people of all ages to improve their health and wellbeing.
Home / Your Community / Community Grants / Healthy Places Grant -
Financially Stronger Places Grant
Apply for a grant to help develop a project that could support financial inclusion and provide residents with the skills and confidence to manage their own money.
Home / Your Community / Community Grants / Financially Stronger Places Grant -
Bringing Places Together Grant
Apply for a small grant of up to £500 to help bring your community together.
Home / Your Community / Community Grants / Bringing Places Together Grant -
Yorkhill, Spennymoor
We worked closely with the local community to create a place that people want to live and work in. Find out more about the success of the York Hill community regeneration project.
Home / Your Community / Previous Improvements and Regeneration Projects / Yorkhill, Spennymoor -
Report Anti-Social Behaviour
If you are experiencing anti-social behaviour or wish to report an incident that has occurred, we can help.
Home / Your Support / Anti-Social Behaviour (ASB) / Report Anti-Social Behaviour -
Anti-Social Behaviour Case Review
The Anti-Social Behaviour Case Review gives you and your community the right to expect action where an ongoing problem is not being addressed.
Home / Your Support / Anti-Social Behaviour (ASB) / Anti-Social Behaviour Case Review - Improving your community Home / About Us / Annual Report 2020/21 / Improving your community
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Providing Quality Sustainable Homes
We aim to provide you with safe, warm, high-quality, and sustainable homes.
Home / About Us / Annual Report 2021/22 / Providing Quality Sustainable Homes -
Supporting Sustainable Tenancies
We are determined to enable and deliver strong and sustainable places and to deliver this our tenancies must be sustainable. We want you to feel happy living in comfortable and manageable homes.
Home / About Us / Annual Report 2022/23 / Supporting Sustainable Tenancies -
Meet the team
You will have a dedicated team on hand to answer any questions you might have about the project at the Courts:
Home / Your Community / Jubilee Fields Estate, Shildon / The Courts, Shildon / Meet the team -
Customer Feedback and Complaints
You can share your views about Livin to help us improve the services we provide.
Home / Customer Feedback and Complaints -
Making A Complaint
We always try to provide you with an excellent service but recognise that sometimes things can go wrong. We regard your comments as an opportunity to look at if our services are meeting your needs or not.
Home / Customer Feedback and Complaints / Making A Complaint -
Equality, Diversity and Inclusion
We are committed to treating customers fairly regardless of race, ethnic origin or nationality, disability (whether mental or physical), age, gender, marital or family status, sexual orientation, or transgender status, and we recognise the benefits of employing a diverse workforce.
Home / About Us / Equality, Diversity and Inclusion -
Renting A Home
We have set out set out both of our responsibilities during your tenancy, what services we’ll provide and what your rights and responsibilities as a tenant are.
Home / Your Support / Renting A Home - Environmental Sustainability Home / Frequently Asked Questions / Environmental Sustainability
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Damp and Mould
If you've noticed patches of mould in your home, we want to hear from you so we can take steps to fix it.
Home / Your Home / Looking After Your Home / Damp and Mould -
Supporting Sustainable Places
We are determined to level up our places. We strive to support and deliver strong and sustainable places, that are greener and that support people and partners to thrive.
Home / About Us / Annual Report 2023/24 / Supporting Sustainable Places -
Providing Quality Sustainable Homes
We aim to provide you with safe, warm, high-quality, and sustainable homes.
Home / About Us / Annual Report 2023/24 / Providing Quality Sustainable Homes - Customer Voice in 2023/24 Home / About Us / Annual Report 2023/24 / Transforming Customer Experience and Digital Services / Customer Voice in 2023/24
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Transforming Customer Experience and Digital Services
Rising energy prices and a cost of living crisis meant that the services we delivered to support our customers in 2022/23 were needed more than ever. Throughout these challenging times we continued our journey to deliver a brilliant customer experience in everything we do.
Home / About Us / Annual Report 2023/24 / Transforming Customer Experience and Digital Services