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All FAQs

  • You can register to your online account here.

    To register, you will need your ‘tenancy occupation number’ which can be found on any of your rent statements, or you can find this by contacting us. You will also need to enter your last name, date of birth and postcode, as well as your preferred email address and your choice of password.

    You will only need to do this once – after you register all you will need to enter is your email address and password.

  • Greatwell Homes do not offer any pest control services. Please speak to the Environmental Health department of your borough council.

  • You can find our complaints procedure here.

    Complaints regarding to Coronavirus (COVID-19)

    We are sure you understand that all decisions that we are making at this time are in response to the Government and Public Health instructions and that we are operating with the health and safety of our customers and employees at the forefront of all we do.

    Whilst we appreciate customer feedback, complaints and concerns on the decisions we have made to our service delivery in response to the coronavirus outbreak, we would ask for your support and understanding during these challenging and unprecedented times.

    You can find the Government’s advice and response to the Coronavirus outbreak here:

  • We are currently experiencing exceptionally high demand for mutual exchanges. We ask that once you have submitted your application, that you wait for us to contact you to progress your application to the next stage. You will need to allow 42 days for us to make a decision. We know that this can be frustrating but we want to thank you in advance for your patience at this particularly busy and difficult time.

    There are several ways you can do this. If you wish to be re-allocated a home, you will need apply to Keyways (Borough Council of Wellingborough) who will then asses your application in accordance with its banding system. They will issue you with log in details in order that you can start the bidding process.

    Alternatively, you may apply for a mutual exchange whereby you can ‘swap’ homes with another customer providing you receive the appropriate consent from each landlord. Applicants can apply on HomeSwapper which is authorised by Greatwell Homes.

    Finally, if you think you have ‘special circumstances’ and wish to move, please contact your Neighbourhood Housing Officer who may be able to offer other options to you. 

  • In April 2019, Wellingborough Homes changed name to ‘Greatwell Homes’ along with introducing three sub-brands:

    • Greatwell Living
    • Greatwell Places
    • Greatwell Works

    These are both the same company, but only with a different name.

  • In all circumstances you should seek permission to have a pet in order that we can update your details accordingly. There is a specific pet application form you can request. Greatwell Homes may refuse permission for pets such as dogs/cats in flats.

  • Greatwell Homes are not responsible for any waste management. Please contact your local borough council who will be able to advise you. In most cases, this will be Wellingborough Norse.

  • A child over 16 is entitled to their own room.

    Two children of the same gender can share a room up to the age of 16.

    Two children of either gender can share a bedroom under the age of 10.

  • Your succession rights depend on a variety of things including the type tenancy you have, if there has been any previous successions and the size and type of your property.

    To get more information about succession, please speak to your Neighbourhood Housing Officer.

  • This process is managed by Northamptonshire County Council. To apply for an adaptation for your home you will need to contact community occupational health to carry out an assessment and this is a service your GP can refer you to.

    The Occupational Therapist then will submit the referral to Greatwell Homes. The Council will then carry out a feasibility study and collect some information from you to establish your eligibility. If eligible you will need to apply for a disabled facility grant (the Borough Council of Wellingborough will provide the form).

    Once you have applied and are successful, we will tender for the work and select a contractor to carry out the requested adaptation.

  • Yes you can have a lodger. Your tenancy will allow you to sub-let part of your home i.e. a room with our consent but you cannot sublet the whole of your home.

    If you are in receipt of housing benefit or Universal Credit you must update your claim. Depending on your lodgers circumstances will depend on how much your benefit claim will change.

    If you do not declare your lodger’s income details you will be committing benefit fraud so it is very important you declare this change immediately.

  • You can notify us of household members living in your property or of any changes in your household composition by amending your details via your online account and we will amend our records accordingly.

    Making changes to your tenancy by adding or removing tenants will depend on the type of tenancy you have and individual circumstances and family relationships. Your Neighbourhood Housing Officer will be able to give you more information regarding your individual circumstances.

  • Please note that this information may be different following the coronavirus outbreak. You can find an up to date list of our services here.

    The vast majority of our properties are allocated through a nomination agreement we have with the Borough Council of Wellingborough. You will need to apply via Keyways - their choice-based lettings system.

  • You can find more information to Right to Buy here. You will be taken to Greatwell Living’s website.

  • Rent is charged weekly on a Monday. If you wish to pay fortnightly or monthly an agreement must be made with your Income Recovery Officer to ensure you are paying in advance.

    The rent advantage weeks for the year 2020 – 2021 are:

    • 30 March 2020
    • 29 June 2020
    • 28 September 2020
    • 28 December 2020
    • 29 March 2021
  • Greatwell Homes do not deal with council tax. You will need to contact your local borough council. For example, you can contact the Borough Council of Wellingborough on 01933 231690 or by emailing

  • If you are a tenant who rents, then your landlord may not cover your contents as part of the tenancy agreement. It’s a good idea to consider what a home contents insurance policy would cover you for in order to help you make an informed decision on whether you need one.

    Contents insurance is designed to help protect your possessions. No matter how careful you are, there’s always a risk that your belongings could be broken, damaged or stolen so home contents insurance can help provide peace of mind.

    To help you decide whether home contents insurance is right for you, we have teamed up with Thistle Tenant Risks, and Allianz Insurance plc who provide the My Home Contents Insurance Scheme, a specialist Tenants Contents Insurance policy.

    The My Home Contents Insurance Scheme can offer you insurance for the contents of your home including cover for items such as furniture, carpets, curtains, clothes, bedding, electrical items, jewellery, pictures and ornaments.


    How do I get further information?

    • Ask your local housing officer for an application pack.
    • Call Thistle Tenant Risks on 0345 450 7288

    Alternatively, please visit the for more information or to request a call back.


    The National Housing Federation is an Appointed Representative of Thistle Insurance Services Ltd. Thistle Insurance Services Limited is authorised and regulated by the Financial Conduct Authority FRN 310419. Registered in England under No. 00338645. Registered office: Rossington’s Business Park, West Carr Road, Retford, Nottinghamshire, DN22 7SW. Thistle Insurance Services Ltd is part of the PIB Group.

  • You will need to put your request in writing either via email to giving details of the alteration you would like to make along with dimensions and specifications where appropriate.

    We will acknowledge receipt of your request and will either grant the permission or arrange for a visit by one of our Inspectors to assess.

  • In most cases a tenancy should be terminated by the customer in writing. We have standard paperwork that your Neighbourhood Housing Officer can send to you in order to end your tenancy.

  • A condition of your tenancy is that your home should be your main and principle residence. If you are away for any considerable period of time (in excess of four weeks) please notify your Neighbourhood Housing Officer.

    Please also remember that in winter you should ensure that pipes are drained or suitable arrangements put in place to avoid burst pipes.

  • Parking vehicles and/or a caravan will depend on where you live and the tenancy agreement you have.

    It is also important to note that on some of our schemes, we have parking control measures and you may be required to use a permit in order to park a vehicle.

    Your Neighbourhood Housing Officer will be able to give you more details.

  • We are not currently taking bookings for new repairs until we clear the backlog of works. You can find more information here.

    For emergencies, you can call our 24/7 hotline on 01933 234450 any time of the day or night. You can see what we class as an emergency here.

  • You can pay your rent using your online account from the comfort of your own homes, any time of the day or night.

    You will need your bank details to pay or alternatively, you can now set up a direct debit to automatically pay your rent on a weekly, fortnightly or monthly basis and can choose any day of the month to pay.

  • You can find what repairs you’re responsible for here.

  • Please note that this information may be different following the coronavirus outbreak. You can find an up to date list of our services here.

    You can apply for affordable housing using one of the following links – Keyways, Midland Heart or Northamptonshire Partnership Homes (depending on where you live).

  • You can find your rent account balance via your online account which you can find here.

    If you are having difficult registering or logging in, please contact us.

  • You can report this here. This information will be sent to our Neighbourhood Housing Team who will be in contact and give preliminary advice and if appropriate, send you diary sheets in order to record nuisance/anti-social behaviour you’re experiencing.

    If you are reporting serious anti-social behaviour or criminal behaviour, you should also contact the Police.

  • Our opening hours for our phone lines are:

    Mon – Weds 08:30 – 17:00
    Thurs 10:00 – 17:00
    Fri 08:30 – 16:30
    Sat – Sun CLOSED
  • Please note that this information may be different following the coronavirus outbreak. You can find an up to date list of our services here.

    We will organise for a service to be undertaken 10 months after the last service. It is a legal requirement that a gas service is completed annually (12 months from the last gas service).

  • You can apply for one of our customer panels here.

    Alternatively, you can read about what each of our panels do and what incentives you will receive here.

  • Please note that this information may be different following the coronavirus outbreak. You can find an up to date list of our services here.

    You can report fly-tipping in our estates by either calling 01933 234450 or contacting us here.

  • You can find out who your Neighbourhood Housing Officer is here. Simply add in your street name into the search bar.

  • A service charge is a payment made by a customer towards the costs of providing and maintaining communal services and benefits provided by us. For example, a lift in a block of flats is a service that would be covered by a service charge because it is available to all customers in that block and is situated outside their home.

    Other examples of services eligible for a charge include:

    • cleaning of shared communal areas
    • door entry systems
    • grounds maintenance
    • caretaking or laundry services
    • lift maintenance, servicing and replacement (this list is not exhaustive).
  • You can find a full, up to date list of what services we are currently offering here.

  • Ground working repairs (such as fencing) that were booked in before our services stopped are taking place from Monday 8th June. We will be starting off with communal ground working works and then moving onto ground working repairs that can be carried out at the front or rear of the property that were pre-booked and subsequently put on hold.

    Once all of the backlog of external works have been completed, we will then start to look at carrying out other routine repair inside your homes, that were logged and booked before our services were suspended.

    At this stage, we will not be taking receipt of any new routine repair requests until we have cleared the existing repair backlog. We appreciate this may be frustrating but we aim to clear the backlog of works as quickly and safely as possible.

    You can find more information here. Anyone who needs to raise an emergency repair can do so by calling 01933 234450 at any time of the day or night.

  • We are prioritising all repairs that were booked in before our services were suspended. Once they are all completed, we will then re-open new bookings of repairs, we will of course still undertake emergency repairs.

    We appreciate this may be frustrating but our first priority is to clear the backlog of jobs that we are already committed to prior to our services being suspended. We will address this backlog as quickly and safely as possible. You can find more information here.

  • We started the backlog of ground maintenance jobs on our estates w/c 11th May. We are following Government guidance and maintaining social distancing, which means that we are having to operate with half of the staff at one time. Please be assured that we will aim to cut all of the grass areas as quickly as possible.

  • Yes. If you have a repair that is an emergency, please call us on 01933 234450 at any time of the day or night. You can find out what we class as an emergency here.

  • We will start the Mutual Exchange process again from Monday 15th June. We will not consider any Mutual Exchanges before this date however applicants can submit applications and we will consider them as soon as possible on or after this date.

  • If you are currently being charged for services that have been suspended (such as grass cutting and cleaning) you will be given a credit on your account refunding you for those services. Those who pay service charges will be contacted before the end of August 2020 explaining the progress with this.

  • Yes. Please let us know if you are either shielding or self-isolating so we have this information on record if we need to enter your home for whatever reason (for example, emergency repair or gas servicing).

    To keep our customers and staff safe we are asking you to contact us if you have contracted any symptoms or have been tested positive for Coronavirus and have received a visit within the last 14 days from one of our operatives/subcontractors.

  • Our vans can be out for a number of reasons - such as emergency repairs or attending an external repair which was booked before the services were suspended. We will only start to take repair bookings again once we have cleared the backlog of repairs reported before services were suspended.

    Please be assured that we are looking to do this as quickly and safely as possible.

  • If you are struggling to pay your rent due to a change of circumstances as a result of the pandemic, please contact Income Recovery Team on or by calling 01933 234450. They are here to help you to claim the correct benefits and provide budgeting advice.

  • The health and safety of those living in our homes is extremely important to us and we have continued to maintain gas and other essential checks during the COVID-19 outbreak inline with our legal responsibilities and Government guidance.

  • We have produced many risk assessments to make sure our customers and our staff remain as safe as possible. Our Operatives will ensure that they are abiding by Government advice and social distancing at all times. You can see what other safety measures we have put in place here. We will continue to revise our risk assessments and safe working procedures in line with Government guidance. They will also have sufficient PPE when doing jobs inside or outside of your property. You can find our risk assessments here.

    To keep our customers and staff safe we are asking you to contact us if you have contracted any symptoms or have been tested positive for Coronavirus and have received a visit within the last 14 days from one of our operatives/subcontractors.

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