Living in temporary accommodation

Call the Gas Emergency Service immediately if you smell gas on freephone 0800 111 999 or textphone (minicom) 0800 371 787.

Who is responsible for repairs

Your managing agent or landlord is responsible for repairs and maintenance in temporary accommodation.

Examples of repairs include:

• leaking tap
• blocked sink
• broken kitchen cupboard door

Repairs you are responsible for

You are usually responsible for small jobs, for example changing light bulbs.

You will also be responsible for any damage you cause. You will be charged for work the Council has to do to repair any damage you cause.

Report a repair

Contact your managing agent or landlord to report a repair. Contact details should be on your Temporary Accommodation Licence Agreement.

You could report the repair to the staff if you are living in a hostel.

If your managing agent or landlord does not complete the repair, contact the Temporary Accommodation Contract Management Team.

If you are getting Housing Benefit to help cover the rent, the payments will be paid to Redbridge Council.

You will need to pay rent if:

• you are not getting Housing Benefit
• your Housing Benefit does not cover the full rent
•  your rent includes service charges for heating and hot water - these are not covered by Housing Benefit

You can be evicted (asked to leave) if you do not pay your rent or you pay your rent late on a regular basis.

Pay your rent

You will need the 8 digit rent payment reference number on your rent card to pay your rent.

You can pay your rent in a number of ways:

• by debit or credit card online
• by debit or credit card by telephone on 020 8708 4708 and choosing the option for ‘housing rent’
• going to a Post Office or PayPoint site – you will need to bring your rent card with you. Find your nearest Post Office or PayPoint site

You can also pay by cheque or postal order:

1. Make your cheque or postal order payable to The London Borough of Redbridge
2. Write your 8 digit rent payment reference number on the back
3. Include your instalment book or complete bill with your cheque or postal order if you would like a receipt
4. Send to: Payments and Benefits, London Borough of Redbridge, 6th floor Lynton House, 255-259 High Road, Ilford. IG1 1NY

Set up a regular direct debit or standing order

You could pay your rent by direct debit or standing order.

You will need to complete a direct debit or standing order mandate to set one up.

• Email the Rents team to get a mandate form
• Or call 0208 518 2400 (option 2 then option 3) to set this up by telephone. This is a landline number.

Check your housing account online

Sign up for an online MyHousing account to check your housing account, including your rent balance. 

Paying rent in emergency accommodation

If you are in emergency accommodation, you can pay your rent by going to a Post Office or PayPoint site.

You will need to take your unique barcode letter with you - this is on the last page of your licence agreement. Find your nearest Post Office or PayPoint site.

Your temporary accommodation must meet our standards so you can be safe and well. It must be suitable for as long as you live there.

Usually, you can resolve most problems quickly and easily by talking to your landlord or managing agent first.

Problems you can get help for

Problems you can get help for include:

• feeling unsafe in the accommodation or around other people you are sharing the accommodation with
• your landlord or managing agent not completing tasks they said they would, such as repairs
• difficulty paying your rent

You should contact the Temporary Accommodation Contract Management Team if you think your temporary accommodation is unsuitable for you and anyone you live with.

You should contact the Hostels Team if you are living in a hostel.

You may be evicted or asked to leave your temporary accommodation if you break the rules in your licence agreement. 

Your homelessness application could be affected if you are asked to leave.

Check the rules in temporary accommodation.

Contact the Temporary Accommodation Contract Management Team if you have been given a Notice to Quit.

You will get advice on the eviction process.

Your case worker will continue to work with you on your Personal Housing Plan. You must continue to follow the steps you have agreed to.

You may have to spend many years in temporary accommodation while you wait for longer-term housing.

As social housing is very limited in Redbridge, you might find it easiest to look at other options such as private rented accommodation.

Get support from the Move On Team

The Council’s Move On Team can provide flexible and intensive support to find you the right home if you are looking to move out of London.

Email the team for more information.

If you turn down a council house

If you are successful with bidding for a social housing property and turn down the offer, you may:

• have to leave your temporary accommodation
• lose your homelessness priority on the housing register (waiting list)

Tell people you are moving

When you move out of your temporary accommodation, you must:

• hand back your keys to your temporary accommodation landlord or managing agent
• give details of your new address for any post to be forwarded on
• tell Council Tax so we can change your details to your new address

You should also tell any companies who have your temporary accommodation address your new address such as your:

• bank
• mobile phone provider

You should cancel your rent direct debit or standing order if you have one set up.

Get ready to move

Before you leave your temporary accommodation, you must:

• remove all your belongings
• leave the property tidy and clean
• take gas and electricity meter readings and let your suppliers know you have moved if bills are not included in your rent

You should also update your address details on the electoral register.

You may need to apply for the Universal Credit Housing Payment to help cover the new rent.