Frequently asked questions | Tenant zone

Emergency contact numbers are listed in the Contacting Us section. If unsure, phone the Customer Service Centre and a recorded message will give you details of our out of office contact numbers.

Does it cost more to phone an 0845 number?

It costs the same as a local telephone call, unless it's from your mobile, when your normal network tariffs apply.

Why do I have to phone a contact centre when all I want is to speak to my housing officer?

Your housing officer is out and about 80% of the time. As a result they do not have direct dial numbers so all calls for housing officers must go through the Customer Service Centre. An email or message asking them to contact you is sent to them immediately.

Why can't I have my housing officer’s mobile number?

A housing officer manages a large number of tenancies. The volume of calls would be unmanageable if all tenants had their housing officer’s mobile number. in addition, it's important that we log all calls by directing them through the CSC so we can monitor the quality of our responses.

Section 2: Rent, arrears and money matters

How do I find out when my rent is due?

Your rent is due in advance at the beginning of each month. For more details about your rent account please contact the Customer Service Centre.

I’m struggling to pay my rent – can you help?

Yes, we can refer you to our welfare benefits team who will carry out a confidential benefits check for you. Contact the Customer Service Centre to find out more..

How do I get a rent rebate?

You should apply to your local authority for housing benefit, which will assess your income and advise if you are entitled to any benefit. For a list of local authorities and contact details, click here.

How much is my council tax?

Your should contact your local authority, which sets your council tax. A list of local authorities and contact details is available here.

How do I pay my rent?

There are a number of ways to pay your rent. Visit the Pay your Rent section for details.

I have received a Notice of Proceedings - what does it mean and what should I do?

A Notice of Proceedings is the first stage in the legal process that could result in your home being repossessed - this has come about because you have rent arrears and have not contacted us to arrange a repayment. Please contact us immediately.

I've received an arrears letter but I am waiting for Housing Benefit - why are you sending me arrears letters?

It is your responsibility as a tenant to pay your rent. If you are entitled to Housing Benefit, you should speak to your local authority to organise it and make sure that they have all the information they require from you to process your claim.

Why have I received a reminder letter when I paid my rent last week?

There may have been an overlap between the letter being sent and your rent payment being received. Please contact us.

Section 3: Applying for a property – Homehunt and Edindex

How do I apply for a Link property?

You need to register before you can apply for a property. If you are looking for property anywhere apart from Edinburgh you should register with homehunt.

Edinburgh properties are allocated using Edindex. Registering means you may apply for housing from all 21 housing providers in the Edinburgh area. Please contact us for an applications form.

What is a priority pass?

Priority Passes are awarded to those in 'significant housing need'. We will provide details of the types of passes available in your registraton pack. We apply priority to · homeless applicants · those with a serious medical situations where a change of house will improve their circumstances · applicants whose current home are seriously overcrowded

Do I get any type of priority?

If you have any specific circumstances that might affect your requirement eg debility or overcrowding, we will send you information to allow you to apply for a priority pass.

Will I be considered for more than one type of priority?

Only one priority pass is given at any one time and passes are usually valid for 6 months, although they can be renewed in certain circumstances (e.g. if no suitable properties were advertised during that time).

How do you decide who should get a house?

The applicants should make 'best use' of the property which means the household is the right size for the property and may also include factors like age (for sheltered properties) and/or any disability. We then look at people with priority passes in the order of Gold or Gold Plus, Silver and Bronze. If more than one application has the same level of priority pass, or there are no applications with a priority we would offer the property to the person registered the longest

I want to apply for a property I saw in the paper, how do I do it?

You can either contact us or register through the website at http://www.homehunt.info/ - you will need your registration number.

I applied for a property but haven't heard anything - did I get the house?

If you have not heard from us within three days of the closing date then unfortunately you were unsuccessful - have you considered broadening the scope of areas you are looking for a house in?

My circumstances have changed and I want to update my registration, what do I do?

Please contact us.

I keep applying for properties but never get allocated a house, what am I doing wrong?

You probably aren't doing anything wrong but we would be happy to discuss this with you in more detail. Please contact us.

I have seen a property in Edinburgh - can I apply for it?

Edinburgh properties are allocated using Edindex, if you are not already registered with this scheme we will need to send you an application form. You can contact us here to request one. The form would cover you for all 21 housing providers in the Edinburgh area. Once you have completed the form you can either post it to the Edindex team or hand it in to any Edinburgh City Council office - if you post it the postage will be 60p second class.

How long does it take to be registered with Edindex?

You should be registered within 5 working days. You will receive an acknowledgement letter containing your registration number.

How will I know when a property is available?

Properties in the Edinburgh area are advertised on a Monday in the Edinburgh Evening News and also on the Key to Choice Website

What do I have to do to apply for an Edinburgh property?

Once registered you need to keep checking for eligible properties and then note your interest (you can note interest on up to 3 properties at a time), you can note your interest on line at the website or by printing off the form and posting it into the Edindex Office before the closing date quoted on the advert.

I've seen a property which is described as 'starter' - what does this mean?

All properties are either classed as starters, movers or starter/movers what this basically defines is who would be eligbile to apply for a property - you are classed as a starter if your are:

Homeless
Staying with a friend or relative
Staying in a hostel
Staying in supported accommodation
Having a relationship breakdown
Renting a house or flat from a private sector landlord

You would be classed as a mover if-your are

A Council tenant A tenant of a Housing Association or Housing Co-operative
Part of a joint tenancy with the Council, Housing Associations or Co-Operatives
A tenant of tied accommodation that is provided by your employer
An owner-occupier of a home (you may be paying a mortgage)

Section 4: Ending a tenancy

How do I terminate my tenancy?

You must to confirm the termination in writing. We require 28 days’ notice. A phone call or email will not suffice because a tenancy is a legally binding agreement so we need your signature on your termination.

My parent has died and they rented a house from you. I want to hand it back - what do I need to do?

We normally require 28 days’ notice and the rent would be due on the property until it was vacated - if you don't require the full 28 days we would be willing to accept two weeks’ notice.

Section 5. Shared ownership

What is shared ownership?

Shared ownership is a form of low cost home ownership that combines renting with buying. It allows you have a stake in the ownership of your home if you are currently unable to buy outright. For more information, see the ‘Guide to Shared Ownership’.

Section 6. Repairs and maintenance

How long will I have to wait before a contractor gets in contact to organise a repair/for the repair to be carried out?

When you report a repair you should be given a clear timescale in which the repair should be carried out. These timescales are given in the repairs and maintenance section. If the job has not been done by the date given you should contact the Customer Service Centre as soon as possible.

I'm not happy with the job done, who do I tell?

If you are unhappy about the standard of work carried out you should contact the repairs section at the Customer Service Centre to report your concern. The job will be inspected by one of our building inspectors.

Can I report my repair online?

Yes you can: Report a repair online.

My estate looks really run down, what can I do about it?

You can contact your housing officer to arrange a joint estate inspection. This gives you an opportunity to discuss your area and, in partnership with Link, you can work towards upgrading your estate.

Section 7. Complaints

How do I complain?

For information about the complaints process visit the ‘Making a complaint’ section.

I want to complain about the service from my housing officer, how do I do it?

You may wish to complain formally but you might prefer to contact the Customer Service Centre in the first instance, outlining your complaint and asking to speak to the senior housing officer as it may be possible to resolve the issue informally. They will contact you and any concerns you have dealt with in accordance with Link's complaints procedures.

Section 8. Anti-social behaviour

My neighbour is causing loads of hassle, why can't you evict him?

Link would like to see the matter resolved without any formal action being taken. In the unlikely event that this course of action is pursued, however, extensive evidence is required for successful court action. Please contact us to discuss your situation.

Why do I have to do all the work for YOU to evict someone?

We are not witness to the ASB so you have to provide first hand accounts of the behaviour. All reports will be collated by Link and submitted for any subsequent legal action

I'm being harassed, why can't you just move me?

We would want to resolve the situation instead of the inconvenience of moving any parties. Also there is a chronic shortage of available housing.

I'm afraid to call the police or report anti social behaviour in case it backfires, what should I do?

Link cannot pursue any course of action unless there are corroborated reports. Rest assured that all complaints to the police, Link or any other agency is treated in complete confidence and full support will be given during our investigations. A referral can also be made to Victim Support.

Tenants frequently asked questions

Sections on this page

Section 1: Contacting us

How do I speak to my housing officer?

Who do I phone after 5pm?