As a Winchester City Council tenant, Housing Services is your main point of contact.  We'll make sure you are directed to the right person or team and that your enquiry is managed through to resolution. 

As your landlord service, our role is to: 

• support you to keep your tenancy 

• help you resolve issues early 

• ensure homes and neighbourhoods are safe and well managed 

• provide a fair, consistent and accountable service 

Not sure where to start? Contact the Housing Services Team and we will guide you. 

On this page 

- How Housing Services supports you 

- Anti-social behaviour or neighbour nuisance concerns 

- Problems with your neighbour 

- If you're struggling with your tenancy 

- Managing your tenancy 

- Changes to your tenancy 

- Sheltered and Extra Care housing 

- Paying your rent and financial support 

- Working with other services 

- When to contact Housing Services 

- Our standards and commitment 

- Accessibility and support 

How Housing Services supports you 

We support you throughout your tenancy - from when you move in and for as long as you live in your home. 

Our approach focuses on: 

• Early support to prevent problems from getting worse 

• Helping you remain in your home wherever possible 

• Taking clear and consistent action when issues arise 

• Working with other services to provide joined-up support 

Housing Services will: 

• Manage your tenancy and tenancy records 

• Coordinate tenancy visits and checks 

• Respond to concerns and investigate issues 

• Work with partners where needed 

• Ensure your enquiry is owned and followed through 

Anti-social behaviour or neighbour nuisance concerns 

Everyone has the right to feel safe in their home. 

Housing Services will: 

• Assess and investigate reports of anti-social behaviour, harassment or hate incidents 

• Work with the police and other agencies 

• Take appropriate and proportionate action 

• Support residents affected by these issues 

Possible actions include: 

• Assessment and Mediation 

• Referrals for support 

• Warnings or tenancy enforcement 

• Legal action where necessary 

If someone is in immediate danger, call 999 
For non-emergencies, contact the police on 101.

Problems with your neighbour 

Housing Services works with tenants and partner teams to address neighbourhood concerns. 

We will: 

• Respond to reports of local issues affecting council tenants 

• Work with Neighbourhood Services and other teams 

• Support safe and respectful communities 

• Take action where issues are linked to tenancy breaches 

We provide a local, neighbourhood-based service, so we understand the communities we serve. 

If you're struggling with your tenancy 

If your circumstances change or you are finding things difficult, contact us as soon as possible. 

Housing Services can: 

• Provide advice and practical support 

• Refer you to specialist services 

• Help you access financial or welfare support 

• Work with Adult Services or Children’s Services 

• Support residents affected by domestic abuse 

Our aim is to identify issues early and prevent tenancy breakdown. 

Managing your tenancy 

Housing Services is responsible for managing council tenancies. 

This includes: 

• Tenancy sign-ups and introductory tenancies 

• Explaining your tenancy agreement and responsibilities 

• Tenancy visits and checks 

• Investigating tenancy breaches 

• Supporting tenancy changes 

• Ensuring homes are being maintained appropriately 

We make decisions that are: 

• Lawful 

• Fair 

• Proportionate 

• Clearly recorded 

Changes to your tenancy 

If your situation changes, Housing Services can provide advice and support. 

This may include: 

• Mutual exchange (swapping homes) 

• Downsizing 

• Succession after a tenant dies 

• Adding or removing household members 

• Tenancy assignment in certain circumstances 

We will explain your options and guide you through the process. 

Sheltered and Extra Care housing 

Housing Services provides additional support for residents in sheltered and extra care housing. 

This includes: 

• Regular contact and scheme visits 

• Wellbeing checks 

• Working with families, carers and support services 

• Providing a visible housing management presence 

This helps residents live independently and safely. 

Paying your rent and financial support 

Paying your rent is an important part of your tenancy. 

If you are struggling, contact Housing Services early. 

We can: 

• Provide rent advice 

• Refer you to income or welfare support 

• Help you access benefits and financial guidance 

Early contact helps prevent rent problems from becoming more serious. 

Working with other services 

Housing Services works with other council teams and partner organisations to provide joined-up support, including: 

• Lettings and Allocations 

• Income and Rents 

• Repairs and Property Services 

• Community Safety 

• Safeguarding and support services 

We will coordinate with these teams so you receive a clear and consistent service. 

When to contact Housing Services 

Contact Housing Services if: 

• Your circumstances have changed 

• You are struggling with your tenancy 

• You need advice about moving home 

• You need tenancy-related permission 

• You need support due to vulnerability or health needs 

• You have concerns about your neighbourhood 

• You are experiencing anti-social behaviour 

• You are worried about harassment or hate incidents 

If you are unsure, contact us and we will direct you. 

Our standards and commitment 

As your landlord, Housing Services is committed to: 

• Treating you with fairness, dignity and respect 

• Providing clear and consistent information 

• Taking responsibility for resolving issues 

• Offering support at an early stage 

• Keeping accurate records 

• Learning from complaints and feedback 

We follow the standards set by the Regulator of Social Housing and the Housing Ombudsman. 

Accessibility and support

If you need this information in another format, language, or require additional support, please contact Housing Services. 

We will make reasonable adjustments to ensure our services are accessible to everyone.