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Your Documents
Take a look at some of our guides, policies, leaflets and other helpful documents.
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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Applying For A Home
Find out everything you need to know about filling in your Durham Key Options application and bidding on our properties.
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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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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%.
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Your Documents
Take a look at some of our guides, policies, leaflets and other helpful documents.
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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.
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Your Home
Everything you need to know about reporting your repairs, paying your rent, moving in, looking after your home, ending your tenancy and managing your tenancy online.
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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
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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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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.
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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.
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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.
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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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Repairs
Everything you need to know about tracking and logging your repairs online.
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Pay Your Rent
Everything you need to know about checking your rent balance, making an online or telephone payment, setting up a direct debit and requesting money support.
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Uploading your documents to Durham Key Options
Find out in our short video how you upload your documents to Durham Key Options.
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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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Benefits
Find out more about what support we offer to help you understand benefits and check what you may be entitled too.
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My Livin
My Livin - Frequently asked questions
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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.
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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.
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Greener Livin
An Energy Performance Certificate (EPC) shows how energy efficient your property is by giving it a rating between A and G, with A being very energy efficient and G being not very energy efficient.
Home / About Us / Environmental Sustainability / Greener Livin - Environmental Sustainability Home / Frequently Asked Questions / Environmental Sustainability
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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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Getting Involved
Find out how you can get involved and give feedback to help us improve our services.
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Work And Training Support
Livin Futures can help you to improve your CV, develop your skills and find a job that is right for you.
Home / Your Support / Work And Training Support - Delivering a brilliant customer experience Home / About Us / Annual Report 2020/21 / Delivering a brilliant customer experience
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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 -
Keeping you cool in your home
Temperatures over the coming days are set to be well above average reaching 30 degrees by the middle of next week. We have some handy tips to keep you and your home cool.
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Ending Your Tenancy
If the time has come to end your tenancy, you can let us know by completing our online form.
Home / Your Home / Ending Your Tenancy -
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 - Improving your home Home / About Us / Annual Report 2020/21 / Improving your home
- Supporting your tenancy Home / About Us / Annual Report 2020/21 / Supporting your tenancy
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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.
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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.
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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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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.
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Managing Your Tenancy
The most frequently asked questions relating to managing your tenancy.
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Rent is changing for all tenants
We follow rules set by the government when we calculate annual changes to your rent. Our teams can support you to plan for these upcoming changes.
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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 - Improving your community Home / About Us / Annual Report 2020/21 / Improving your community
- Your Community Documents Home / Your Support / Your Documents / Your Community Documents
- Your Home Documents Home / Your Support / Your Documents / Your Home Documents
- Applying for a home Home / Your Support / Renting A Home / Applying for a home
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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 -
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) -
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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Summer Holiday Activities
Fun-filled local activities available in our communities.
Home / Your Community / Summer Holiday Activities -
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 -
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 -
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.
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Contact Us
Get in touch by telephone, email and LiveChat and read our helpful frequently asked questions.
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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 - How We Treat Damp and Mould Home / Your Home / Looking After Your Home / Damp and Mould / How We Treat Damp and Mould
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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 -
Customer Feedback and Complaints
You can share your views about Livin to help us improve the services we provide.
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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 -
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 -
Volunteering And Work Experience
We can help you gain new skills by putting you forward for voluntary work as well as organising work experience.
Home / Your Support / Work And Training Support / Volunteering And Work Experience - Building and acquiring new homes Home / About Us / Annual Report 2020/21 / Building and acquiring new homes
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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.
Home / Your Home / Our Lettable Standard -
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 -
Change Your Gas Servicing Appointment Form
If the appointment we have given you is not suitable for your needs, you can change your appointment by completing our online form.
Home / Your Home / Looking After Your Home / Gas Servicing - Keeping You Safe / Change Your Gas Servicing Appointment Form - Annual Report 2020/21 Home / About Us / Annual Report 2020/21
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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 -
Your Community
We work closely with tenants, residents, local community groups and a variety of other partners to build safe and stronger places for people to live, work and play.
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About Us
We are an award winning not for profit housing association based in County Durham. We offer more than just a home. We help improve the lives of the people living in our homes and in our communities. Read our Plan A, financial statements, annual report, value for money self assessment. Find out our roles and responsibilities.
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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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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.
Home / Garages -
Thank You For Getting In Touch
We'd love to hear about your online experience today. The feedback you provide allows us to further improve our website and provide a better customer experience.
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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 -
Skills Foundations
Are you out of work or looking to gain new skills? Our Skills Foundations can provide you with the skills to put you on a new career path.
Home / Your Support / Work And Training Support / Skills Foundations -
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 - Finance Home / About Us / Annual Report 2020/21 / Finance
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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 -
Providing Quality Sustainable Homes
We aim to provide you with safe, warm, high-quality, and sustainable homes.
Home / About Us / Annual Report 2022/23 / Providing Quality Sustainable Homes - Your User Manuals Home / Your Support / Your Documents / Your User Manuals
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Opportunities For Young People
Looking for your next opportunity? Livin Futures can help you find your next step.
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What you can do to help?
There are many different actions that you can take to reduce your environmental impact, run a greener home, and live in a greener way.
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Frequently Asked Questions
Our frequently asked questions give you all the answers you need to be able to solve your query.
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Types of Damp
Rising damp, penetrating damp and condensation are the three most common types of damp in residential homes.
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Tenant Satisfaction Measures
The Regulator for Social Housings (RSH) has introduced a new suite of performance measures that all registered providers and local authorities with housing stock must collect data for from 1 April 2023.
Home / About Us / Tenant Satisfaction Measures -
Apprenticeship Support
Our Livin Futures team can support you into an apprenticeship role by helping you to find local vacancies, improving your job hunting skills, building a strong CV and interview preparation.
Home / Your Support / Work And Training Support / Local Vacancies / Apprenticeship Support - Your Annual Reports Home / Your Support / Your Documents / Your Annual Reports
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Supporting Sustainable Places
We aim to support beautiful, sustainable and thriving places that meet your aspirations and nurture a sense of pride and belonging.
Home / About Us / Annual Report 2023/24 / Supporting Sustainable Places -
Finance
How we spend your rent
Home / About Us / Annual Report 2023/24 / Finance -
Complaints and Feedback in 2023/24
We know sometimes things go wrong and when they do, we aim to put them right as quickly as possible and learn from our mistakes so we can do better in the future.
Home / About Us / Annual Report 2023/24 / Transforming Customer Experience and Digital Services / Complaints and Feedback in 2023/24 -
Rent to buy
Rent to Buy is a government designed scheme that allows working households to rent a home at 20% below the open market rent (Intermediate rent). This can provide you with the opportunity to save for a deposit to go on and purchase your home in the future.
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Your Summarised Customer Policies
You will find our policies here. Affordable Home Ownership Aids and Adaptations Anti-fraud, Bribery and Corruption Anti-Social Behaviour Arrears Management Asbestos CCTV Complaints, Compliments and Feedback Condition of Property Customer Voice and Engagement Customer Vulnerability Damp and Mould Development Domestic Abuse Electrical Safety Equality, Diversity & Inclusion
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Community Grants
We can provide you with funding to support your project idea and help our tenants and communities, particularly during this difficult time.
Home / Your Community / Community Grants -
Home
Local housing provider managing and letting over 8,400 homes in County Durham, Spennymoor, Chilton, Ferryhill, Newton Aycliffe, Trimdon, Sedgefield. Provide great homes to rent, regenerating communities and building new homes for tenants.
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Previous Improvements and Regeneration Projects
We work with you and our partners to improve the quality of life in the place in which you live. We work collectively to make the places you live in more sustainable including your homes, the land around them and the facilities and services that serve them. Find out more about the successful improvement projects we have completed in the past.
Home / Your Community / Previous Improvements and Regeneration Projects - Condition of Property Home / Your Support / Condition of Property
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Careers With Us
Are you ready to be part of something great? We need people who are passionate about improving lives and communities. Choose a career with us and benefit from our learning and development opportunities and excellent staff rewards.
Home / About Us / Careers With Us -
Make Things Right: Social housing complaints campaign
The Government recently launched the ‘Make Things Right’ campaign, which is designed to empower residents in making their voices heard when they have problems with their home and help raise awareness amongst social housing residents for how they can make a complaint.
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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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Online Training Opportunities
We have a range of online training courses available for you to complete, our friendly employability advisers would love to help.
Home / Your Support / Work And Training Support / Online Training Opportunities -
Family Loans
A small loan can help you to make sure your child is ready for their next school term.
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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 -
Supporting Sustainable Tenancies
We are determined to enable and deliver strong and sustainable places and to deliver this our tenancies must be sustainable. We track the sustainability of our tenancies and this helps us to focus our support interventions where needed.
Home / About Us / Annual Report 2021/22 / Supporting Sustainable Tenancies -
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 -
Health Risks
Damp and mould primarily affect the airways and lungs, but it can also affect the eyes and skin. The respiratory effects of damp and mould can cause serious illness and in the most severe cases, death. The presence of damp and mould can also affect your mental health. This could be due to worries about the health impacts of damp and mould, unpleasant living conditions...
Home / Your Home / Looking After Your Home / Damp and Mould / Types of Damp / Health Risks - Tenant Satisfaction Measures 2024 Home / About Us / Tenant Satisfaction Measures / Tenant Satisfaction Measures 2024
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Blooming Marvellous 2024
Our tenant gardening competition is back. It doesn't matter if your green area is large or small, we want to see entries of all shapes and sizes.
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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 -
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 -
Planet A
We aim to make a positive contribution to creating environmentally sustainable futures for generations to come, with tenants thriving in low energy homes and greener places.
Home / About Us / Annual Report 2023/24 / Planet A -
Supporting Sustainable Tenancies
We aim to offer services and support so that our tenants are happy, empowered and living in comfortable and manageable homes in sustainable places and we are committed to helping tenants sustain their tenancy.
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Building and Acquiring Sustainable Homes
We aim to build and acquire additional high quality, sustainable homes, which meet the needs and aspirations of tenants, in places where they are proud to live.
Home / About Us / Annual Report 2023/24 / Building and Acquiring Sustainable Homes -
Annual Report 2023/24
Welcome to the 2023/24 Annual Report for you, our tenants. I am delighted to be able to share the highlights from what has been a challenging time for us all.
Home / About Us / Annual Report 2023/24 -
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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Terms And Conditions
By using our website and other relevant channels, you confirm that you agree to accept and comply with our terms and conditions.
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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.
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Third Party Authorisation
Find out if you're eligible to apply for Third Party Authorisation to help someone with managing their tenancy.
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Newton Aycliffe West Improvements
Find out more about the Western Estate community regeneration project at Newton Aycliffe.
Home / Your Community / Newton Aycliffe West Improvements -
Jubilee Fields Estate, Shildon
We have been working together with the community since 2018 to improve the quality of life on the estate. We are committed to this long-term and will listen to and act with those residents who wish to get involved.
Home / Your Community / Jubilee Fields Estate, Shildon -
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 - Performance and Service Improvement Report Home / Customer Feedback and Complaints / Performance and Service Improvement Report
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Customer Feedback
Find out how you can give feedback and get involved to help us improve our services.
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Find Us On Social Media
We provide you with the information you need to be keep you up to date on changes in our services, latest news, job vacancies, community activities and lots more.
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Ways We're Helping You
Have a read of some of our customer's stories and find out about all the different ways we're helping them get back into work and training.
Home / Your Support / Work And Training Support / Ways We're Helping You -
Request For Work And Training Support
Looking to get into employment? We can help you to improve your CV, develop your skills and find a job that is right for you.
Home / Your Support / Work And Training Support / Request For Work And Training Support -
Request For Money Support
If you're in financial difficulty, get the help you need by requesting support from our friendly Financial Wellbeing Advisors.
Home / Your Support / Money Support / Request For Money Support -
Ways We're Helping You
We have helped support these people and we can help you.
Home / Your Support / Money Support / Ways We're Helping You -
Our 2023/24 Lettings Data
The Housing Ombudsman now require us to publish our lettings data to keep you informed on the lettings activity in your area. Find the lettings data for your area below.
Home / About Us / Performance / Our 2023/24 Lettings Data -
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 -
Background
Plan A is our map to a better future, previously business strategy.
Home / About Us / Plan A 2022-2025 / Background -
Planet A
We are committed to making our homes and places more sustainable and energy efficient, helping you to live greener lives.
Home / About Us / Annual Report 2021/22 / Planet A -
Supporting Sustainable Places
We are committed to enabling and delivering strong and sustainable places, that support people to thrive.
Home / About Us / Annual Report 2021/22 / Supporting Sustainable Places -
Building and Acquiring Sustainable Homes
We aim to build and buy the right new homes in the right locations in our local area to ensure a mix of much needed homes designed to suit a range of needs.
Home / About Us / Annual Report 2021/22 / Building and Acquiring Sustainable Homes -
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 2022/23 / Supporting Sustainable Places -
Building and Acquiring Sustainable Homes
We aim to build and buy new homes in the right locations within our local area to ensure a mix of much needed homes that are designed to suit a range of needs.
Home / About Us / Annual Report 2022/23 / Building and Acquiring Sustainable Homes -
Managed Migration
The Department for Works and Pensions (DWP) has published the timetable for migrating people who receive certain benefits onto Universal Credit.
Home / Your Support / Money Support / Universal Credit / Managed Migration -
About team Livin
Our values at team Livin and what we are most proud of
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Performance
Our Performance Management Framework aims to ensure we deliver efficient and effective services that are continually improved and aligned to Plan A – our Business Strategy.
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Annual Report 2021/22
Welcome to the 2021/22 annual report for you, our tenants. We are proud to share highlights of how, despite the incredibly challenging economic conditions we continue to face as we emerge from the pandemic, we have been able to support you.
Home / About Us / Annual Report 2021/22 -
Annual Report 2022/23
Welcome to the 2022/23 Annual Report for you, our tenants. I am delighted to be able to share the highlights from what has been a challenging time for us all.
Home / About Us / Annual Report 2022/23 -
Repairs - What To Expect
Find out what we're doing to carry out your repairs safely throughout the coronavirus crisis.
Home / Your Home / Report A Repair / Repairs - What To Expect - Managing Condensation Home / Your Home / Looking After Your Home / Damp and Mould / Managing Condensation
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Local Vacancies
We have a selection of hand-picked jobs available within our communities we can help you apply and prepare for.
Home / Your Support / Work And Training Support / Local Vacancies -
Transforming Customer Experience and Digital Services
We aim to always deliver reliable, convenient and easy to access services and keep you informed about things that matter to you.
Home / About Us / Annual Report 2023/24 / Transforming Customer Experience and Digital Services -
Customer Voice in 2023/24
We encourage customer feedback, place listening to our customers at the heart of what we do and, ensure our arrangements enable tenants to engage and influence in a meaningful way to continuously improve services.
Home / About Us / Annual Report 2023/24 / Transforming Customer Experience and Digital Services / Customer Voice in 2023/24 -
Providing Quality Sustainable Homes
We aim to ensure our tenants are living in warm, safe, high quality, sustainable homes in a place they are proud to live.
Home / About Us / Annual Report 2023/24 / Providing Quality Sustainable Homes -
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