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Frequently asked questions

How do I apply for a Livin home?

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.

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 Durham Key Options. If you’re still unsure how to do this, you can watch our helpful video which talks you through the process.

We have a small number of homes which are located outside Durham, these are all advertised through the Compass Choice Based Lettings scheme in Teesside; Compass is similar to Durham Key Options but we do not process applications registered for this scheme. If you wish to register an application for homes advertised in this area, please apply directly with Compass.

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.

More FAQ's

Moving In

Signing up for a tenancy with us online couldn't be easier. We let you know by email the essential checklist you need to do when this is complete and things to then consider when setting up your new home.

Getting your gas and electricity switched on

Find out who your electricity supplier is by contacting North East England and CE Electric on 0845 601 3268.

Find out who your gas supplier is by visiting www.findmysupplier.energy

Contact both suppliers and set up the supplies in your own name.

Once you have completed all of the above steps, it is important that you contact us as soon as possible and we will attend within three working days to carry out your gas and electricity check.

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Ways to pay

We have a number of different ways you can pay your rent, you can find out more about these by visiting our pay your rent page.

Pay your rent page Pay your rent page

Understanding your benefits

Our frequently asked questions will help you to better understand benefits and how they may affect you.

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Benefit and money support

If you need to claim benefits, check your entitlement or simply just want support with managing your money, please get in touch. Our friendly financial wellbeing advisers would love to help. To find out more about other ways we can help you with your finances, please visit our money support page.

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Bins

Bins should be in situ at your new property. Should you have any bins missing, we may be able to help. For a missing green waste bin please request one from us, for all other bins please contact Durham County Council on 03000 260000 or visit their website.

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Your water supply

If you have any queries relating to your water supply, please contact Northumbrian Water on 0845 717 1100 or visit their website.

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Reporting your repairs

Our repairs service is available to help you to keep your home in good condition. Most repairs are included in your tenancy and can be reported or booked online.

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Home insurance

We insure the structure of your home; meaning this does not protect your furniture and personal belongings against fire, theft, vandalism or water damage. You can insure your contents with any insurance company, however, we have worked with RSA to provide a simple and low-cost scheme to provide you with peace of mind.

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