Frequently Asked Questions

Q How can I apply to rent one of Keniston’s homes?
A We let most of our homes to people who are on council Choice Based Lettings schemes. You should apply through your local council. We have our own waiting list for sheltered housing which is sometimes open for new applicants.

Q What is sheltered housing?
A This are groups of flats for older people. A Sheltered Scheme Manager is employed to ensure that the support needs of tenants are met. You can make your own arrangements for personal care but we do not provide it. A small charge is currently payable for the service provided by the Sheltered Scheme Manager. There is also an emergency intercom for use in an emergency.

Q Who do I ring when the office is shut?
A The Keniston Office is open Monday – Friday from 9am – 5pm.  We provide an out of hours service for making safer emergency repairs. Please call our contractors BAS on 020 8854 8700.  If you have a problem with your heating or hot water please call Clairglow on 01892 531 421.

Q How can I pay my rent?
A You can set up a direct debit, standing order, pay over the internet or phone the office to pay by debit card. See here for more information.

Q How do I exercise my Right to Buy?
A For most tenants this is a new scheme but the details are still being worked upon by the Government.  As of yet we are unsure as to when this might happen.  You cannot apply in advance but you can register your interest on the government’s website. Our Right to Buy page has more information.

Q How do I get a transfer?
A Please speak to your Housing Officer first. You need to meet our criteria before we can accept you.

Q How do I make a complaint?
A You can call or visit the office and ask for a complaint form, you can also .

Q How do I report anti-social behaviour?
A First, please speak to your Housing Officer. Call 01689 889700. We may ask you to complete and send us diary sheets if the problem is ongoing.

Q When will my kitchen be upgraded?
A We have a programme for replacing kitchens. We expect them to last a reasonable time and we plan to replace them so we can spread the cost. Please see our Planned Works or call the Resident Liaison Officer for more information.

Q How can I get more involved?
A We appreciate it when tenants want to give us their time to get involved. You can get involved in a number of different ways including our residents’ panel, walkabouts and residents’ meetings. Please see our page for more information or contact Lynn Walsh, Community Involvement Officer, direct on 01689 889700.

Q How can I report a repair?
A Please phone the office on 01689 889700 between 9:00 a.m. and 5:00 p.m. and ask to speak to the Repairs Administrator, you can also report your repair on our webiste.  Keniston have a new texting service, you can report a repair by texting REPAIR to 07376 617 616.

Q How can I get a rent statement?
A You can get your rent statement online by registering for our ‘My Tenancy’ service.  Please click here to find out more.  You can also now request a balance of your rent account by using our text messaging service.  Simply text BAL to 07376 617 616 from a mobile phone that has been registered with us.  Alternatively you can call the office reception on 013689 889700 during office hours.


Please call the office reception on 01689 889700 during office hours and request your statement. If you register for My Tenancy you can also see it on line.