Help to Keep Your Tenancy
Our Housing Services team is here to support you if you're finding it difficult to manage your tenancy.
We understand that circumstances can change at any time. Our role is to work with you at an early stage to prevent problems from escalating and to help you remain in your home wherever possible.
This page explains the support available, how we will work with you, and what you need to do if you experience difficulty.
Housing Services will assess your situation in line with the council’s policies, tenancy conditions and relevant housing legislation.
On this page
- Our approach to tenancy support
- Financial support and rent advice
- Changes in your circumstances
- Support for vulnerable residents
When to contact us
Contact Housing Services as soon as possible if:
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You're struggling to pay your rent
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Your income has reduced or stopped
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Your household or personal circumstances have changed
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You are finding it difficult to manage your tenancy
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You feel at risk of losing your home
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You need additional support to maintain your tenancy
Do not wait until the situation becomes urgent - early contact allows us to understand your circumstances, assess any risks, and put the right support in place as quickly as possible.
Taking action early can help prevent problems from escalating and reduce the risk of formal tenancy action.
Our approach to supporting you
Our approach is focused on helping you sustain your tenancy while ensuring tenancy conditions are met.
We work in a way that is:
EARLY – identifying and addressing issues at the earliest opportunity
PREVENTATIVE – reducing the likelihood of problems becoming more serious
PROPORTIONATE – balancing support with your tenancy responsibilities
PERSON CENTRED – tailored to your individual needs, circumstances and risks
What we will do
Housing Services will:
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Listen carefully to your situation and understand your needs
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Assess risk, including vulnerability, safeguarding and impact on your household
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Agree a clear, realistic and achievable plan with you
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Monitor progress and review support arrangements regularly
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Work with other services to provide coordinated and effective support
We aim to work in partnership with you to achieve positive and sustainable outcomes.
This approach is in line with Housing Services Tenancy Management Strategy and the expectations of the Regulator of Social Housing.
Financial support and rent advice
If you are experiencing financial difficulties, it is important to contact us as soon as possible.
What we can do
Housing Services can:
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Explain your rent account clearly, including any arrears
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Help you understand your payment options and responsibilities
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Agree realistic and affordable repayment arrangements where appropriate
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Refer you to income, debt and welfare advice services
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Support you to access benefits such as Universal Credit or Housing Benefit
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Provide guidance on budgeting and managing household finances
We may also work with specialist agencies to provide additional support where needed.
If rent arrears are not addressed, this may lead to enforcement action, including legal proceedings. We operate a no eviction approach and will always aim to work with you to prevent this where possible.
Changes in your circumstances
Changes in your circumstances can affect your ability to manage your tenancy and meet your responsibilities.
These may include:
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Loss of employment or reduced income
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Illness, disability or changes in your physical or mental health
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Relationship breakdown
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Bereavement
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Changes to your household
Make sure to tell us about any changes to your circumstances as soon as possible.
What we will do
Housing Services will:
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Listen to your situation and understand how the changes are affecting you
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Assess the impact on your tenancy, including any risks or vulnerabilities
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Provide clear advice and practical support tailored to your needs
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Review any existing agreements, such as repayment plans or support arrangements
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Work with you to agree realistic and achievable next steps
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Refer you to appropriate internal or external services where additional support is needed
Early contact allows us to respond quickly, reduce risks, and put the right support in place to help you sustain your tenancy.
Support for vulnerable residents
We recognise that some residents may need additional support to manage their tenancy, either on a short-term or ongoing basis.
This may include people who are:
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Older or have care or support needs
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Disabled or have learning difficulties
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Experiencing mental health challenges
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At risk of harm, abuse or exploitation
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Experiencing financial or family pressures
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Affected by substance or alcohol-related issues
We are committed to ensuring that support is fair, accessible and responsive to individual needs.
We will treat all information sensitively and ensure your circumstances are handled with dignity, respect and confidentiality.
Domestic abuse support
If you are experiencing domestic abuse, support is available and you are not alone.
We understand that this can be a difficult and sensitive situation. Our priority is your safety and wellbeing.
What we can do
Housing Services can:
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Provide confidential advice in a safe and supportive way
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Help you remain safe in your home where this is possible and appropriate
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Carry out a risk assessment and respond to any safeguarding concerns
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Refer you to specialist domestic abuse services for expert support
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Work with partner agencies, including the Police, where necessary
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Explore alternative housing options if you need to move
If you are in immediate danger, call 999.
All reports will be handled sensitively, appropriately and in strict confidence.
Working with other services
We work in partnership with a range of services to ensure you receive coordinated and effective support.
This may include:
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Adult Services
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Children’s Services
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Health services, including mental health support
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Welfare and advice organisations
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Community Safety teams
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Emergency services
What this means for you
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Your situation will be assessed holistically, not just in relation to your tenancy
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Services will work together to provide consistent and joined-up support
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Referrals will be made where this will help you access the right assistance
Working in partnership helps us respond effectively to complex situations and ensures support is tailored to your individual needs.
How to get support
To access support, contact Housing Services as soon as possible.
Contact Housing Services
Phone: 01962 848 400
Email: housingtenancy@winchester.gov.uk
What you may need to do
When you contact us, we may ask you to:
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Explain your situation in detail
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Provide relevant information or supporting evidence
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Attend an appointment or home visit if required
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Agree to referrals to other services where appropriate
We will explain each step clearly and support you throughout the process.
Where early support is ineffective
Our aim is always to resolve issues through early support and intervention.
However, if problems are not addressed or you do not engage with support:
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Your case may be reviewed and escalated
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Formal tenancy action may be considered
This may include legal action in more serious cases
Complaints and feedback
If you're unhappy with our service, you have the right to make a complaint.
You can complain:
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Online through our complaints form
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By phone: 01962 848 400
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By writing to:
Winchester City Council
Colebrook Street
Winchester
SO23 9LJ
If you're not satisfied with our response, you can escalate your complaint through our complaints process.
If you remain dissatisfied after completing the process, you can contact the Housing Ombudsman.
Our commitment
Housing Services is committed to:
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Treating tenants with fairness, dignity and respect
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Providing clear, accessible and consistent information
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Making lawful, proportionate and evidence-based decisions
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Supporting tenants to sustain their tenancy
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Resolving issues at the earliest possible stage
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Working with partners to deliver effective housing services
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Learning from feedback and complaints to improve our services
We follow the standards set by the Regulator of Social Housing and aim to provide safe, well-managed homes and communities across the Winchester district.