Frequently Asked Questions
Welcome to the Frequently Asked Questions section of our website. We hope it will give you the information to your query, but if you cannot find the answer below please contact us.
How can I apply for a Merlin home?
We do not hold our own waiting list for housing. The housing register is held by South Gloucestershire Council, which operates a ‘choice-based lettings system,’ called HomeChoice. You can register with the scheme by completing an online form on the HomeChoice website, or by contacting the council's housing department on 01454 868005 and asking them to send you a form. If you need help or advice completing the form please speak to your housing officer.
How long will it take to get a home?
Demand for housing in South Gloucestershire is high. We are the largest social landlord in the area with around 8,000 properties and in 2007-8 we let 609 properties to new residents. However, as of March 2009 there were approximately 5,000 people on South Gloucestershire Council’s housing register. So depending on your circumstances and the type of property you are looking for, you could have a long wait. The council will be able to give you information about high demand areas. The more areas that you will consider the better the possibilities you have for being successful in your bid for a home.
Priority is given to applicants for their specific needs and therefore if you have any circumstances that you think are relevant you should get evidence to support your application. For example if there is a medical need your GP should be approached to see how they can help you by supporting your application.
Can I buy my house?
Yes, if you meet certain criteria. Read our information on buying your home for more details.
A relative who was a tenant has just passed away. Can I live in their home now?
If you were living permanently with your relative at the time and can prove this by showing us bills and documentation that link you to the property you may be able to succeed to the tenancy. While we do know this will be a distressing time for families there are strict rules about this which are explained in the tenancy conditions provided to your relative. We want to know as quickly as possible when a resident dies so we can support the family through a difficult time. When we are notified about a death we will discuss with the next of kin what should happen and how we can help.
Can I make an alterations to my property?
Yes, but before you do you must contact us first to get permission. You don’t need permission for general decorating, but you do need to seek permission for bigger work. We will only refuse permission for good reasons. If we agree to your proposed alterations we will write to you to confirm this. If you complete work to your home and this hasn’t been approved formally we might ask you to reinstate any features to reflect the original design of the property. If we have to do this work ourselves we will recharge you for this work. Once you have reinstated any features we will need to inspect the work to ensure we are happy with the quality.
Completing unauthorised alterations to your home will constitute a breach of tenancy and could result in us taking action to repossess your home. Therefore please contact us immediately if you are thinking about doing any improvement works to your home. We want to support you making your home a better place to live.
If you are disabled South Gloucestershire Council can provide advice and financial assistance towards the cost of adapting your home to allow you to continue living there. For more information contact the council’s Adult Customer Services team on 01454 868007.
Do I need permission to keep a pet?
You do need to seek our permission for most types of pets, including cats, dogs, rabbits, reptiles, insects and aquariums. You do not need permission for assistance dogs, such as guidance and hearing dogs, though it would be helpful for us to know about them. You need to complete a pet agreement form and return it to your housing office who will consider your application. We will give permission for you to keep a pet in most cases. If you receive permission to keep an animal and there is nuisance arising from its behaviour at a later stage we will investigate this thoroughly and might take action to require you to find a new home for it.
Do I need permission to put up a shed?
You need to write to us to request putting up a shed in your garden. You should tell us the size of your shed and the materials that you are going to use, along with an idea of why it is necessary and what is will be used for. The more information you can provide to us will help us make a decision quickly.
There’s an empty property in my block of flats, can I move there?
Although the property may appear to be empty, it may be that we are carrying out work in there. Or it may be that although people have moved out, their tenancy has not ended. If you have any information that helps us manage our properties more effectively then please report this to you area housing office and a customer services advisor will be happy to assist.
If you see an empty Merlin property that you would like to move into, you need to register with South Gloucestershire Council’s HomeChoice scheme. All our properties are allocated through HomeChoice.
A neighbour is causing trouble, what can I do?
If you are suffering from anti-social behaviour you should contact your housing officer. They will agree an action plan with you on the best way to resolve the problem and will keep you informed on our progress. If your case cannot be dealt with at this local level, your housing officer will refer it to an anti-social behaviour officer.
Most low level ASB can be resolved by talking so please try and see your neighbour to explain why their behaviour is causing you problems. In most instances they will be reasonable and understand why this has been a problem and will moderate their actions. They probably don’t realise how their actions are affecting you so try and resolve these issues together.
If you are suffering from noise nuisance, you can contact the council’s environmental protection team.
If the problem is more serious, you should contact your local police station.
A car has been abandoned in front of my property. What can I do about it?
It depends on where the car has been left. If it has been left on a public road then South Gloucestershire Council may be able to help. If you think the vehicle has been abandoned on our property, contact your local housing office and we will respond within one working day.
The street light outside my house is broken, can you fix it?
Street lighting is the responsibility of South Gloucestershire Council. You can report faults to the council’s Streetcare on 01454 868000. If this situation is causing problems with anti-social behaviour then please let us know immediately so we can support your contact with the council to try and get this repair completed as soon as possible..
Can I install a satellite dish?
It depends on the type of tenancy you have and the type of property you live in. Learn more about our policy here.
We are expecting a baby and our property will be too small. Can I have a bigger house?
You will need to register with South Gloucestershire Council’s choice-based lettings scheme, HomeChoice. The size of your family and the size of the property you currently live in will be factors which decide whether you are placed in band A, B, or C, which will determine which properties you will be eligible to bid for.
Can I swap my home with someone else?
You can swap homes with another Merlin tenant, or a tenant of another housing association by using the HomeSwapper scheme.
Do you have garages available to rent?
We have a number of garages across South Gloucestershire available to rent. For more details about current availability contact your area housing office.
Am I eligible for help from Supporting People?
Supporting People is a government initiative that provides a new funding framework for housing-related support services to vulnerable people. It is a working partnership of local government, service users and support agencies. When you bid on a property and do a viewing we will tell you whether a Supporting People charge is relevant. If there are any changes in this arrangement we will need to tell you in advance and discuss this with you further.
I want to leave my Merlin property, who do I need to tell?
You need to provide your housing office with at least four weeks notice and the details of your new address. We will expect our property to be returned in an excellent condition and any unnecessary work that we have to complete is likely to be recharged to you.
How do I report a repair?
You can report a repair by contacting our repairs team using the freephone number 0800 953 0340.
What happens when I have reported a repair?
We prioritise our repairs so that we tackle the most serious repairs first. If your repair is not deemed to be an urgent repair we will send you a letter confirming that we have received your request and giving you a target date by when we aim to complete your repair
How long will it take you to carry out the repair?
It will depend on how your repair has been prioritised.
Emergency repairs will be carried out within 24 hours.
Urgent repairs will be completed within seven working days.
Routine repairs will be completed within 20 working days.
We also have an out-of-hours repair service for dealing with emergency repairs which are carried out within two hours
What is an emergency repair?
An emergency repair is one that needs to be carried out because there is a safety risk to the people living there, or to prevent serious damage to the property. Examples of emergency repairs are: burst pipe, broken front door lock, loss of water supply, blocked flue to an open fire or boiler, or a handrail or banister has become loose or come away.
I am not happy with my repair, what do I do?
We will send you a satisfaction survey for you to fill in after every repair, you can give us your views on this sheet.
You can also contact our repairs team on our freephone 0800 953 0340 number.
What repairs am I responsible for?
Details of what you are responsible for are in your repairs handbook and your tenants’ handbook.
When will my gas appliances be serviced?
We are required by law to carry out checks on your gas appliances every year. We do this for your safety and security and inspecting the system reduces the chance of it breaking down when you and your family most need it.
Will I get a new kitchen and/or bathroom and if so, when?
We are undertaking a major programme of investment to bring a number of our homes up to the Merlin Standard. We have now surveyed all of our properties and have establish the work we need to do in our programme of work.
If your home is identified as requiring work we will write to you so we can start the consultation process. You will be invited to an open day when you can meet the team working in your area and discuss the intended works. Depending on the work that we have identified you may be given certain choices for example if you are to have a new kitchen or door examples of the different colours and styles will be available which you can choose from. Our online Decent Homes Programme tool allows you to find out when we are due to work at your home.
How much rent do you charge?
The amount of rent is determined by a formula laid down by the Government which takes into account the average earnings in the region, property values and the number of bedrooms in your property.
Will my rent change?
We review our rents every year, usually in April. We will give you at least four weeks notice of any change that affects you.
How do you calculate how rent changes?
We work out our rent changes using a Government formula, which is part of the rent restructuring process, which aims to ensure that by 2012, all social landlords meet target rents. This will mean that rent levels for similar properties owned by different housing association landlords are the same.
The formula uses the previous September’s level of inflation, calculated using the Retail Price Index (RPI) plus 0.5% as a basis for the increase, plus an amount up to £2 a week. In September 2009 the RPI was -1.4%. This meant that some residents at or close to the target rent figure saw their rent stay the same or fall. Others saw their rent increase by a small amount.
I am on low income, what help is available to me?
Depending on your circumstances there are a number of benefits that could be available to you, including Housing Benefit, Council Tax Benefit, Child Benefit, Child Tax Credit, and Jobseeker’s Allowance, if you are unemployed. Depending on your age you may also be eligible for pension credit and the winter fuel payment. You may also be eligible for free NHS treatment. If you are unsure of how you will pay the rent please contact the Housing Office as soon as possible so we can support you with any relevant advice or information.
I have lost my job and cannot afford to pay my rent or charges, what do I do?
You should contact your housing office as soon as possible if you think that you will be unable to pay your rent. If your circumstances have changed you may be eligible to claim benefits and our staff can advise which ones may be available to you.
How do I claim Housing Benefit?
You can claim Housing Benefit by contacting South Gloucestershire Council and requesting a benefit form. Alternatively you can get a form from your area housing office.
When will I receive my rent statement?
We will send you four rent statements every year.
How can I pay my rent?
There are a number of ways you can pay your rent.
These include:
by Direct Debit
by Standing Order
At a Post Office or Paypoint Agent
Over the phone with a debit card
Online with a debit card.
We would recommend that residents pay their rent either by Direct Debit or through Housing Benefit direct payments to us. This means that we can be more sure of payments being made and can contact you quickly if we see there might be any problems.
Do I need contents insurance?
Although we are responsible for the bricks and mortar of your property, you are responsible for your contents, including insuring them in case the worse happens.
If you haven’t thought about contents insurance, there is a special National Housing Federation scheme which can help. The scheme gives residents of housing associations like Merlin, the chance to insure their contents at a special affordable rate. Contact your area housing office for more information.
What is my service charge?
The service charge is the payment you make as a tenant or leaseholder for the services we provide. These usually relate to the costs of maintaining and managing your building. They may consist of some, or all of the following: buildings insurance, electricity, TV aerial rental, window cleaning, general repairs, caretaking and lift servicing.
We will let you know which, if any, service charges apply to you.
I want to Make a Difference with Merlin, how can I get involved?
If you want to make a difference to your local community, you can get involved by filling in our short online form.
Alternatively you can talk to a customer services advisor or your housing officer if you want to become involved. We want to know your views about how we can improve services. Your input in essential and we will be pleased to hear from you.
What is the Residents’ Forum?
The forum is our main residents’ group and acts as a link between the Board and residents. It reads and makes recommendations on housing reports and Board papers.
The forum meets monthly to discuss issues affecting residents and to comment on papers going to our Board.
Which Community Action Group works in my area?
We have five community action groups in South Gloucestershire. Find out more about them and which one works in your area on our Community Action Groups page or talk to a customer service advisor or housing officer about how you can get involved.
How much time will it take?
It depends on the activity you choose to get involved with. Some projects may meet several times over a short period of time and then finish, other commitments may taking part in activities for just a couple of hours every three months. We value your input and therefore will try and come up with options so you can participate in a way that fits with your lifestyle.