Housing Options FAQ’s

Homeless Service – homeless@thanet.gov.uk
Landlord Liaison Service – llo@thanet.gov.uk
General Housing Advice – housing@thanet.gov.uk
Temporary Accommodation – ta@thanet.gov.uk
Rough Sleeping – roughsleeping@thanet.gov.uk

Our general phone line is open Monday to Friday from 9am to 12pm – 01843 577901

To be eligible for the housing register and you will need to apply via kenthomechoice.org.uk

Unfortunately, we do not issue paper application forms. If you are not computer literate or you are unable to complete your application, we recommend the following options:

• The quickest option is friends or family members who could assist you
• Assistance from a supporting advocate or carer
• Kent Libraries allow access to public computers

Do you have a friend, family member or a support worker who can help you or a professional organisation supporting you? They may be able to assist you with this.

A team member at Thanet Gateway can get you set up on the computer to get you started. If you need more support, please contact the team to discuss options Monday to Friday from 9 am – 12 pm 01843 577901.

Do you have a friend, family member or a support worker who can help you?

Kent Association for the Blind supports sight-impaired people to lead independent lives. Contact them via 01227 763366 as they may be able to help.

If you don’t have anyone who can support you, please contact the team to discuss options Monday to Friday from 9 am – 12 pm 01843 577901

• Do you have a friend, family member or a support worker who can help you?
• Please call Think Action (KCA) 01634 298580 as they may be able to assist.
• Live Well Kent and Medway provide free mental health support for people aged 17+. Whatever it is, you can self refer here.
  
• If you are in emotional distress and need urgent support, please ring the Mental Health Matters helpline (24/7) on 0300 330 5486 (free for mobiles) or 0800 107 0160 (free for landlines).
• The Ramsgate Crisis Café is a safe and friendly place that you can come to if you are experiencing severe emotional or psychological distress. You can access mental health support and advice from mental health and wellbeing workers.
• If you don’t have someone to support you please email us at housing@thanet.gov.uk to book an appointment, to be assisted with your application.

• Check you are using the correct details.
• You can reset your password via your login page on Kent Homechoice

Unfortunately updating your Kent Homechoice portal’s associated email is not something we can do for you. If you no longer have access to your registered email address you will need to follow these steps:

1. 1. Create a new portal on Kent Homechoice with the new email address. 
   2. Once created contact the team, by email only (calls will not be accepted) housing@thanet.gov.uk with your new portal email address and request your account to be linked. You will also need to confirm the old email address that is no longer in use.
   3. All requests must have ID attached to prove you are the account holder

You will need to submit ID to evidence eligibility for Housing support in the form of a Birth Certificate or Passport. You will also require ID for any future tenancies as part of the legal right to rent checks in the United Kingdom.

To apply for a new Birth Certificate, please visit gov.uk

To apply online for a Passport, please visit gov.uk

If you are currently homeless, we accept any of the following as proof of residency in the Thanet area:

• Dated GP confirmation of registration
• Medical letters
• Universal Credit statements
• Bank or Post Office Statements
• Mobile Phone contract
• Professional letters such as DWP, with confirmation of your registered address history (with dates)

We advise you to apply for your own bank account, as you will need to pay your housing costs, such as rent, from it. You must be able to show 3 months’ worth of income that you receive and any savings you have as part of the application process.

You can open a basic bank account at most branches or online. You will need to have the following information to hand :

Personal Information

• Full name, date of birth, address, contact details, and potentially other details like marital status or nationality.

Proof of Identity

• A current photo ID like a passport or driving license. If you don’t have one of those, you may need two forms of ID, according to Lloyds Bank

Proof of Address

• Recent utility bill, council tax bill, rental agreement, bank statement, or a letter from a government agency.

If you are unable to provide 3 months’ bank statements for your application, we do accept the last 3 months’ universal credit statements, if this is the only income you are receiving.

To download your bank statements through online banking, you will need to log in to your account via a computer. Navigate to the statements section (often labelled “Statements”, “e-documents”, or “Download”). Select the desired account and date range, and then download the PDF file.

Some banks may require you to first select “Print” and then “Save as PDF”.

Yes, you can; however, we recommend that you contact the Local Authority you are applying to directly to determine whether you are eligible and meet their criteria.

If you would like to apply to another Kent authority, you will need to create a new account on Kent Homechoice and select the area you are applying to.

Yes, the online application lets you supply C/o address details after filling in the initial address details. Please follow the online instructions.

The team is currently working on applications submitted in October 2024. Once this application is allocated, the relevant officer will contact you via the Kent Homechoice portal if they require further information.

Until processed, you are not able to bid on homes advertised via Kent Homechoice.