Services we provide

Your questions on homelessness

I'm being evicted from my council property - what can I do?

Assuming you are being evicted due to non-payment of rent, you should contact your local Housing Office immediately and they will give you advice. You will normally have to pay at least half your outstanding rent to avoid being evicted. You should also contact the Homeless Team who will give you advice about finding alternative accommodation.

Are investigations by the Scottish Public Sector Ombudsman confidential?

All investigations carried out by the Scottish Public Sector Ombudsman are confidential and we will not contact any other person or agency about you, your family or your circumstances unless we have your permission to do so. We hold all the information you provide confidentially and by the law. Although you may find some of the questions our officers ask are personal, our staff will always explain why they need this information. You should never leave the interview feeling you have been interrogated.

Are there any criteria I have to meet before the Council will offer me permanent housing?

Before we will offer a homeless person permanent housing, we must be sure they are homeless or will become homeless within two months, are in priority need, are not homeless because of something they intentionally did or failed to do, and that they have a connection with this area.

Can I bring anyone else to the meeting where my homelessness housing application is being assessed?

Yes, you can bring a relative, friend, advisor or other representative. You can also choose to be interviewed by a male or female Accommodation/Housing Officer.

Can I take my dog/cat into the temporary accommodation you give me?

The Council has no specific legal duties towards pets. Councils do not normally arrange kennelling or pay for it. We may allow pets into some types of temporary accommodation but don't allow pets into hostel type accommodation or bed and breakfast accommodation. If you are homeless and you are unable to take your pets into your temporary accommodation, you should try to get friends or family to look after them for you.

Can the Council help me keep my home if I think I might lose it?

Yes, we want to prevent you becoming homeless. We will help you find out if there are ways for you to keep your home.

Do I have to pay anything towards the cost of storing my furniture if I am made homeless?

We may ask you to contribute to the cost of removal and storage, but this depends on your ability to pay. If we think you cannot afford to pay, we will not ask you to do so.

Does the homeless service make offers of housing?

The homelessness service does not make offers of housing. Offers of housing will be made by the Housing department.

How does it affect my homelessness application if you find I intentionally did something or failed to do something that I should have done?

If we decide you are homeless intentionally, we will provide you with advice and assistance to help you find your own accommodation. If we have provided you with temporary accommodation while we have been dealing with your homeless application, you will be allowed to remain in your temporary accommdation only for a short time after you receive your decision.

How long do I have to appeal against a homelessness request decision?

You must appeal in writing, within 21 days from the date that you received your decision letter or your offer letter, stating the reason(s) for your appeal.

How long do I have to stay in temporary accommodation if I have been housed due to homelessness?

The time spent in temporary accommodation will depend upon each individual set of circumstances, but we try to keep the time that anyone spends in temporary accommodation to a minimum.

How long will I have to wait for permanent accommodation?

Because having no home is the greatest housing need, we will make you an offer of housing quickly. Although we will try to provide permanent housing in the areas you choose, we cannot guarantee to do so even where you are at the top of the housing list. In some areas where many council houses have already been sold, there are simply not enough houses for everyone who needs them. We can advise you of turn-over in your chosen areas. You cannot defer your homeless application until housing in your area of choice is available.

How long will it take for the Council to rehouse me if I am made homeless?

Our investigation to decide how we can help you normally won't take longer than 28 days. It is difficult to give an exact timescale on how long this might take as it depends on how many houses we have available to allocate.

How many offers do I get for temporary accommodation?

If you are told that your homeless application is successful, you will receive one offer of council housing. We will do our best to make sure the offer you receive is suitable for you and you can appeal against any offer received if you have reasons why it might be unsuitable.

How will I pay the rent for my temporary accommodation?

If you are unemployed or on a low income you may be entitled to Housing Benefit to cover the cost of your temporary housing. If Housing Benefit does not cover all the rent and other costs, you will be expected to pay some of charges. To claim Housing Benefit you must fill in a Housing Benefit form and provide all necessary paper work as soon as possible to process your claim. Council staff are available to help you if you need assistance, just ask.

I am homeless and I have no place to store my furniture. Can the council help me with the cost of furniture removal and storage?

We can help you with the cost of furniture removal and storage if you cannot afford to pay for removal and storage yourself. Normally, we will arrange for the uplift and storage of your property using a private removal firm.

I have already made a complaint, but I'm still not happy with your decision on my application for accommodation due to homelessness. What can I do now?

If you remain dissatisfied and do not agree with the appeal decision, you can seek what's called 'judicial review'. This means that you can ask a Court to set-aside our decision, based on one of the following reasons: the Council exceeded or abused its authority; it failed to perform a duty delegated to us; or has shown bias. If you wish to seek judicial review of our decision, we advise you to seek independent help from an organisation such as the Citizens Advice Bureau or from Shelter.

I have had to leave all my belongings in my old home and I am having to start again, is there any help I can get?

There are a number of organisations that we can make contact with to help you. These include local furniture supply and recycling projects. We will support you through this difficult time and give you advice about help you can get.

If I have nowhere to stay, will you find me somewhere to live?

Yes, normally we will arrange temporary accommodation for you. If you are in priority need, are unintentionally homeless and have a local connection, we will provide temporary accommodation until we can give you a reasonable offer of housing. If you aren't in priority need we will provide you with temporary accommodation for a period of time and advice and assistance to help you to find alternative accommodation yourself.

If I wish to appeal against the decision made on my application for homelessness housing, how do I know that the appeal will be considered impartially?

The Council has an appeal process which includes an appeal to an officer who has had no prior involvement with your homeless application.

I'm applying from a town or city that doesn't have any temporary accommodation. Can I get any help to get to the temporary accommodation I've been offered?

We will try to provide you with temporary accommodation in the town where you apply or in line with your choice. Sometimes temporary accommodation is full. We can provide limited help with travel fares to get to and from the temporary accommodation we have offered you if you cannot afford to get there.

My partner has been violent towards me and I've had enough. Can the council help me?

Yes. Contact the Area Housing Office immediately. We have a duty to help you if it is likely that staying in your home will lead to domestic violence being threatened or committed against you or someone living with you.

What decisions on my homelessness application can I appeal against?

You have the right to appeal against any of our homeless decisions. There are several grounds on which you can appeal:

that your written homeless determination is wrong for whatever reason
that an offer of temporary accommodation is unreasonable (this means you think the offer of temporary accommodation would make you overcrowded; or is not reasonable for you to live there; or does not meet the special needs of any person who lives with you; or does not consider the best interests of your children You cannot appeal against a decision when you have already appealed it.

What do 'homeless' and 'threatened with homelessness' mean?

The laws about homelessness are very complicated but 'homeless' broadly means having no housing that is reasonable for you and the people who normally live with you, to carry on living in. You are 'threatened with homelessness' if you are likely to become homeless within the next 2 months, for example, if you have been taken to Court by your landlord and the Court has said you must leave your home within 2 months.

What should I do if I'm homeless or think I will become homeless?

Immediately you have housing difficulties, wherever you are living at the time, please contact your local Area Housing Office for help and advice as soon as possible. This can help to avoid a crisis. We may be able to prevent you becoming homeless. We will also give you advice and information which might stop you from becoming homeless. For example, you can get money advice if you are having trouble paying your mortgage or rent, advice on your rights if you are a tenant or advice if you are separating from your partner. If you have nowhere to stay, the Council will normally arrange temporary accommodation for you, at least for a period of time.

What happens at the interview in support of my application to be housed because I am homeless?

Interviews take place in a private room to ensure they are confidential. You will be asked for information about you, members of your household and previous addresses, and about your circumstances and the events leading up to your application. You will have the chance to ask any questions that you have. You can ask for a copy of the interview record if you wish.

What happens if I refuse both my offers of permanent housing?

Where you refuse two reasonable offers of permanent housing, the law says we have fulfilled our duty to provide you with permanent housing. We will not make any more offers. Your priority position on the housing list will be removed and your application will be returned to where it was before the homeless priority was awarded.

What happens if you uphold my appeal against a homelessness request decision?

If your appeal is upheld, this means that the Officer thinks that the original decision was wrong or that the offer of housing made was unreasonable. S/he can either replace the original decision with one of his/her own (in the case of homeless decisions) or can advise the housing office that the offer that was made should be treated as if it had never been made.

What happens to my furniture when the decision on my homeless application is made?

We will continue to keep your furniture in storage until we have carried out our legal duties. If you have accepted an offer of housing, we will arrange for delivery of your furniture to your new home.

What is Housing Support?

Housing support is a service to help you maintain or set up your home and meet any duties or responsibilities you have as a householder. Housing support encourages you to live independently in your home and gets you access to the other services like a dentist or a doctor. Housing support can help you live independently, give you confidence and help you to do things for yourself.

What is temporary accommodation?

'Temporary' accommodation means housing we let to homeless people until we make the decision on their application.

What should I take with me to the meeting to assess my homelessness housing application?

Please take any letters or documents which relate to your homelessness, to your health or to your financial circumstances to the meeting. You will also need to provide proof of your identity. This will help the Accommodation/Housing Officer to make a decision about your case more quickly.

What will temporary accommodation cost?

The charge for your temporary accommodation will depend on the type of housing you are given. Normally, it includes a rent charge and a service charge to cover the cost of providing furniture, the TV license, caretaking and so on. You will normally be responsible for paying for your electricity.

What's the difference between an appeal and a complaint?

There is a difference between being unhappy about the service you receive and the decision made on your application. If you are unhappy with the decision made on your application, you can appeal. If you are unhappy with the service you receive, you should complain.

When could I make a complaint to the Scottish Public Sector Ombudsman?

You have the right to make a complaint about a council service to the Scottish Public Sector Ombudsman. The Ombudsman will expect you to have complained to the Council first before you contact the Ombudsman service. Any such complaint must be sent within 12 months of the day when you first had notice of the matter you wish to complain about.

When I meet with the housing advisor to talk about my homeless application, what sort of questions will I be asked?

We need to ask you a number of questions and fill out an in-depth Homeless Assessment form. This helps us to assess your application and work out how we can help you. The officer you are meeting with will complete it on your behalf and ask you to check it over before signing it. You will be asked about your previous address(es), why you can't live there any more, how you came to be homeless, your family circumstances, whether you have any medical conditions, and so on. You may also be asked to provide financial information if, for example, you have lost housing as a result of mortgage or rent arrears.

When you are assessing my homelessness application, what do you mean by a 'local connection'

You may have a local connection if: you have lived here for six out of the last 12 months, or three out of the last five years; you have permanent work in the area; your close relatives, such as mum, dad, brother or sister, have lived in the area for the past five years; or you have very special reasons why you must live in the area.

When you assess my application for homelessness housing, what do you mean by 'intentionally homeless'?

If, for example, you have become homeless because you did not pay your rent or mortgage and you could afford to do so, you could be considered intentionally homeless'. This means that you have done something deliberately which causes you to be homeless.

When you assess my application for homelessness housing, what do you mean by 'priority need'?

You are considered to have a priority need if you or a member of your family is one or more of the following: pregnant; you have a dependent child aged 16 years or under, or aged 17 to 18 and still at school you are 16 or 17 years; vulnerable as a result of a physical or mental disability homeless due to a fire, flood or similar disaster; forced to leave home because of violence or abuse, and more at risk than most people.

Where is the temporary accommodation likely to be?

We will do our best to provide accommodation in an area suitable to you. However as temporary accommodation is very limited, this isn't always possible.

What sort of temporary accommodation can I expect to be offered while my application for housing is being considered?

Most of our temporary accommodation units are ordinary Council houses which are fully furnished for use by homeless persons. We also have a number of accommodation projects which are used for young people and clients who require more support.

Who considers my appeal against the decision you've made regarding my application for housing due to homelessness, and how can I be sure that my appeal is considered impartially?

Your appeal will be considered by an officer at a higher grade than the officer who made the original decision. The officer who ultimately decides on your appeal will not have been involved in the original decision.

Will the information I provide to support my homelessness housing application be kept confidential?

Yes, any information you provide will remain confidential within the Council. It will only be used to assess your homelessness and housing application within the terms of the Housing (Scotland) Act 1987 as amended by the Housing (Scotland) Act 2001, and the Homelessness, etc (Scotland) Act 2004 - the legislation which deals with homelessness.

Once I have been housed, will the Council offer assistance for furnishings?

We may be able to help with some basic items. There are a number of organisations that we can make contact with to help you. These include local furniture supply and recycling projects. We will support you through this difficult time and give you advice about help you can get.

What standard of housing can I expect to be offered if you accept my application to be rehoused due to homelessness?

Any offer we make must be reasonable.

By 'reasonable' we mean that the house:

will not make you and your family overcrowded (we work out the size of property you need using our allocations policy
will be secure and wind and watertight
will meet our lettings standard
will not place you in a situation where you would be at risk of harassment, violence or abuse (but you must have told us about this risk before we made you the offer)
meets any specific needs you or a member of your family may have. The offer considers what is in the best interests of your children.

If you have children living with you permanently the property we offer you:

will not be above fourth floor level
will be as close as possible to the school or nursery that your child or children attend.