FAQs

Do you have a question about MyHousing? Check out our Frequently Asked Questions (FAQs) first to see if we can help with an answer.

1. What is MyHousing?

   MyHousing is the new, online housing information, advice and letting service from Wheatley Group. You'll get personalised and honest advice to help you make the right choices about housing. You'll discover if you have priority for social housing with us – or if you should consider other options. You'll also find available homes for rent for the Group's six housing associations: GHA, Dunedin Canmore, Cube, Loretto Housing, West Lothian Housing Partnership and Barony. As it's online, it means customers can use the site 24/7. 

2. How do I apply?

   After you have answered a few questions, you will receive your Housing Options plan. If, after this, you decide to go ahead and apply, please register. It’s easy to do on your mobile or computer. Staff in our local housing offices can help if you need any extra support.

3. I need help to register for MyHousing. What support is available?

   You can contact us in a number of ways:

   • using our contact form
   • by phone on 0800 561 0055
   • by requesting a visit from a housing officer
   • by dropping into any of our local offices, including GHA offices.

4. What if I am not online?

   Wheatley Group supports free Click & Connect computer centres across the central belt. Click on the link to find your nearest Click & Connect centres. You can also get online for free in your local library. If you don't have internet access then you can always visit our local offices or call us on 0800 561 0055.

5. What is different about MyHousing?

   Customers asked us to be honest with them about their chances of getting a home with us. You'll get personalised and honest advice about finding the right home for you. We'll also signpost you to a range of housing options which suit your needs. You'll discover if you have priority for social housing with us – or if you should consider other options.

6. How many homes do you have?

   There is a big demand for social housing in the UK – but unfortunately there is not enough available homes. Wheatley Group's housing associations let around 5400 homes a year – but we have more than 21,000 people on our housing lists. Around 3300 of the homes are in the Glasgow area and are mainly tenements and multi-storeys. We are required by law to let our homes to those most in housing need. We give preference to certain groups, including statutory homeless people, people who are living in overcrowded houses, those who are occupying houses which don't meet the tolerable standard and those who have large families and people living under unsatisfactory housing conditions.

7. Have you changed the way you allocate homes?

   Customers told us they like the way our homes are advertised, but they don’t always understand the way we allocate our homes or understand their chances of success. MyHousing gives customers a better understanding of the priority Bands.

8. Who gets priority for housing?

   People who are considered to be in the greatest need get priority

   We let our homes to meet the requirements of the law and our policies. 33% of our homes will be allocated to statutory homeless households. In MyHousing we:

   • give affordability priority where a move would alleviate financial difficulties
   • offer local moves – promoting community sustainment and making the best use of our homes and reducing the need for adaptations
   • offer access to new-builds
   • give higher priority for under-occupation allowing customers to move from homes which have become too large for them
   • support all types of domestic abuse including financial
   • give overcrowding priority for any child over the age of 10.

9. Why am I not a priority for social housing?

   We are required by law to let our homes to those most in housing need. We give preference to certain groups, including statutory homeless people, people who are living in overcrowded houses, those who are occupying houses which don't meet the tolerable standard and those who have large families and people living under unsatisfactory housing conditions.

   People placed in Band F have no priority for housing with us are unlikely to secure a home with us. We will advise these customers to consider other housing options, including with Lowther Homes – our subsidiary that specialises in mid-market and market homes – or the private rented sector.

10. What are my other housing options?

    We can direct customers to other Registered Social Landlords, to Lowther Homes – our subsidiary that specialises in mid-market and market homes – or the private rented sector or home ownership options.

11. What has changed for homeless people?

    Homeless households will be placed in their own Band. We will continue our commitment to our strategic partners of advertising 40% of our available homes to customers facing homelessness across the 17 Local Authorites where we operate. We will focus on the prevention. To achieve this 7% of new lets will be offered to customers facing homelessness with 33% advertised to homeless already households. We can offer all homeless customers access to our support services including tenancy support, debt and money advice advice.

12. How do I pay my rent?

    • Online account – With an online account you're in control. It's easy, secure and 24/7
    • Standing Order – Set up a standing order with your bank
    • Phone – Call us 24 hours a day, seven days a week to pay by debit or credit card
    • Post office – Pay at the post office with a rent payment card
    • PayPoint – Pay at any shop that displays the PayPoint sign
    • In person – Drop into one of our local offices
    • Housing Benefit – If you receive full housing benefit, your rent is likely to be paid by your local council. If you receive partial housing benefit, you are responsible for paying the rest. 

13. What has changed for older people?

    We will help older customers living in larger homes move to smaller more affordable homes. We'll give priority to our customers who would otherwise have to remain in hospital due to lack of appropriate housing. In addition, we're building a number of homes suitable for older people and these will have design elements suitable for older people. We can offer a package of support through our older people services called Livingwell including Alertacall which helps customers remain independent longer.

14. When is rent due?

    Rent is paid as soon as you receive the keys to your new home. Rent is due every four weeks. You can choose to pay each week, fortnight, four-weekly or monthly or you may have an agreed arrangement with your housing officer. If you move on to Universal Credit please contact us as soon as possible. We can help.

15. Do I need to be debt free to move?

    If you are a current tenant and want to move to another of our homes then you will need a clear rent account. Please get in touch with your housing officer to discuss your options.