Frequently Asked Questions
How can I contact River Clyde Homes?
You can call in or write to our offices in Wallace Place Greenock, PA15 1LZ from 8.45 am until 4.30 pm Monday, Tuesday and Thursday; Wednesdays from 9.30 until 3.45 pm; Friday from 8.45 am until 3.45 pm.
You can call in or write to our offices in 2 Scarlow Street, Port Glasgow, PA14 5EY on Monday, Wednesday and Friday from 10.00 am until 1.00 pm.
For General Enquires phone 01475 712504.
You can e-mail us on info@riverclydehomes.org.uk
You can contact River Clyde Homes through our website on www.riverclydehomes.org.uk
You can also contact River Clyde Homes in a number of other ways depending on your enquiry.
You can phone us about Repairs on our Freephone Repair Line on 0800 013 2196.
To contact your local Neighbourhood Housing Officer, if you are from Port Glasgow or Kilmacolm ‘phone 01475 714976, for Greenock East ‘phone 01475 712678, and for Greenock West ‘phone 01475 712520.
The e- mail address for each Neighbourhood Team is listed below.
Greenock West Team: neighbourhoodswest@riverclyde.homes.org.uk
Greenock East & Central Team: eastandcentral@riverclydehomes.org.uk
Port Glasgow/Kilmacolm Team: neighbourhoodsscarlow@riverclydehomes.org.uk
You can phone us about Rent Arrears on the Freephone Arrears Helpline on 0800 013 2197.
You can phone about Neighbour problems on the Anti-Social Behaviour Helpline on 0800 013 2198.
For lettings and transfer enquiries you can phone us on 01475 715864/715865.
For lettings and transfers enquiries you can e-mail us on lettingteam@riverclydehomes.org.uk
For Housing Benefit call the Housing Benefit Office on 0800 013 1375 or e-mail benefitenquiries@inverclyde.gov.uk/
For complaints contact the Customer Service Department on 01475 712504 or e-mail info@riverclydehomes.org.uk
Anyone currently living in a regeneration area can contact any member of River Clyde Homes’ Regeneration Team. Phone Angela Spence, Stuart Johnstone, Heather Dowds or Trish Jamieson on 01475 715617. E-mail: angela.spence@riverclydehomes.org.uk; stuart.johnstone@riverclydehomes.org.uk; heather.dowds@riverclydehomes.org.uk; patricia.jamieson@riverclydehomes.org.uk
How do I apply for one of your houses ?
Ask for an application form from your local housing offices in Wallace Place, Greenock or Scarlow Street in Port Glasgow or use the lettimgs and transfers contact above. The application form can also be downloaded from the River Clyde Homes’ website.
How long will I have to wait to be re-housed?
How long you have to wait depends very much on how many points you are entitled to and what areas, house size and type of house you choose, and their availability. An applicant’s position on the waiting list depends on the number of points awarded to them under a variety of criteria.
What if I refuse an offer?
There is no penalty for refusing an offer of accommodation. However, if an applicant refuses 3 offers within a 12 month period then their application will be suspended for six months.
What areas do you have accommodation in?
River Clyde Homes has accommodation in most areas throughout Inverclyde. A list of the areas is available from your local housing office or via the website and you can apply for as many areas as you wish.
Can I go on your waiting list if I own my own home?
Yes, you can apply to join the waiting list if you own your home. Anyone who is 16 years or over is entitled to apply for a house irrespective of their current tenure.
What happens once I am on the waiting list?
Allocations of accommodation are made to those with the highest number of points. When you apply you will be given details of your points and your position on the list at that time. Your list position will depend on the number of points you have.
Can you tell me how the lettings system works?
It’s a points based system with points being awarded depending on any applicants own individual circumstances details are available from your local office and the River Clyde Homes website.
Will I be able to have a look at a property if I am offered it?
Yes, everyone who is offered a house gets the opportunity to view it before making up their minds to accept or not.
Do you provide contents insurance?
Yes, River Clyde Homes has house and contents insurance scheme in partnership with a major national insurer. You can pay the premium along with you rent. You can also arrange your own house contents insurance, for example with Tesco.
How do I terminate my tenancy?
You can terminate your tenancy by giving us 28 days notice either by filling out a termination form or in writing to the Lettings Section, River Clyde Homes, Wallace Place, Greenock, PA 15 1LZ
My partner has just died, what should I do about the tenancy?
Contact your local housing office and in most cases there will be no difficulty in transferring the tenancy to your name. We will ask for a copy of the death certificate.
I have been the carer for my ex-partner who has just died, can I have the flat?
In most circumstances if you are the carer for more than six months you will succeed to the tenancy of the house but only if it was the carers’ principal home at the time of the tenants’ death and the carer has given up their previous home.
How much is the rent for a River Clyde Homes house?
The average rent for a RCH house is £65.37. You will be advised of the rent for a house at the time the offer of housing is made to you.
Can I claim housing benefit?
Yes, but it will depend on your circumstances and income whether or not you would receive it. If you are on a low income and are struggling to pay your rent you should obtain an application by calling the Housing Benefit Office on 0800 013 1375 or email benefitenquiries@inverclyde.gov.uk. Once you receive the form you should complete it and return it to Inverclyde Council’s Housing Benefit Section or to the River Clyde Homes Income Generation Team in Wallace Place in Greenock with all the documentation needed to process your claim including evidence of your income and the income of other members of your household etc.
Can I get help to complete a claim form?
You can call into the Wallace Place office and either Inverclyde Council Housing Benefit staff or River Clyde Homes’ Income Generation staff will help you complete the form.
Can I set up a standing order?
Yes. You can collect a form at the River Clyde Homes’ Wallace Place office or you can ‘phone the Freephone number 0800 013 2197 and we can post one out to you.
How much Housing Benefit will I get?
Once your application for housing benefit is received including all the evidence required, your claim will be processed and a letter will be sent to you advising of the amount of housing benefit you will receive. If you have difficulty understanding the letter, please contact Inverclyde Council’s Housing Benefit staff or River Clyde Homes Income Generation Team who will be happy to help you. I’ve been awarded Housing Benefit – how much rent should I pay? Can it be paid direct to River Clyde Homes? The letter you receive from Housing Benefit will advise you of how much benefit you will receive. If you deduct this amount from your weekly rent you will know how much rent you have to pay. We would advise you to have your housing benefit paid direct to River Clyde Homes. If you have any other concerns or you don’t understand how much you should pay please contact the Income Generation Team at the Wallace Place Office or phone the Freephone number 0800 013 2197 or by e-mail to incomegeneration@riverclydehomes.org.uk I’ve applied for Housing Benefit but work part time, how much rent should I pay? Once your application for housing benefit is received including all the evidence required, your claim will be processed and a letter will be sent to you advising of the amount of housing benefit you will receive. If you deduct this amount from your weekly rent you will be due to pay what is left. For example, if your rent is £50 and you receive £20 housing benefit you would be due to pay £30 rent. If you have difficulty understanding the letter, please contact the River Clyde Homes’ Income Generation Team at the Wallace Place Office or ‘phone the Freephone number 0800 013 2197 or by email at incomegeneration@riverclydehomes.org.uk>. How and where do I pay my rent? What methods are available, can I pay it monthly? There are a number of ways to pay your rent. To pay by Standing Order, contact the Income Generation Team at the Wallace Place office or ‘phone Freephone 0800 013 2197, or e-mail incomegeneration@riverclydehomes.org.uk. You can also make payments at the Wallace Place office during normal working hours. You can also pay by Swipe Card at any Post Office or any Pay Point Outlet. You can also pay by a 24 hour automated Office Telephone Payments by calling 01475 712500 or Office Payments during normal working hours by calling 01475 712590
What is the balance on my rent account?
Contact the Income Generation Team either by calling into the Wallace Place Office or by phoning the Freephone number 0800 013 2197 or by e-mail to incomegeneration@riverclydehomes.org.uk. Give us your reference number and a member of the team will tell you the balance on your account. If you ‘phone and don’t know your reference number staff may offer to post a statement to your address as opposed to telling you your balance over the phone for security purposes.
When is my rent due to change?
River Clyde Homes rents increase on 1st April each year and you will be notified at least 28 days before any change takes place. Can I have the credit on my account refunded to me?
If there is a credit on your account, you can apply for a refund to the Income Generation Team at the Wallace Place office or by ‘phoning the Freephone number 0800 013 2197. However, before any money is refunded all accounts are checked to see if you have any other outstanding amounts owed to River Clyde Homes and if you do these would be deducted before any money is refunded to you.
I’m in arrears, but on Income Support/JSA. Can you take the money straight from my benefits?
If you are in arrears, you should speak to the Income Team at the Wallace Place office or ‘phone the Freephone number 0800 013 2197 or by e-mail at incomegeneration@riverclydehomes.org.uk. Staff will discuss this with you and make a suitable arrangement with you to pay off your arrears. One of the ways to do this is to have the money paid straight from your Income Support or JSA benefit. It is very important that you talk to the Income Generation Team about these matters. Remember, they are there to help you.
I’ve got a NOP – what is this?
This is a Notice of Proceedings which informs you that River Clyde Homes may raise court action against you if you do not make and keep to an arrangement to pay your arrears. This Notice is valid for 6 months and court action can be raised at any time during that time. You should contact the Income Generation Team at the Wallace Place office or by phoning the Freephone number 0800 013 2197 or by e-mail at incomegeneration@riverclydehomes.org.uk to discuss this. Do this immediately you receive it to avoid court action being necessary. We can only help if you contact us, so don’t delay.
I’ve got a court date for non-payment of arrears, can I get advice?
If you have a court date, you would previously have had a Notice of Proceedings, several letters or visits to your home and a court summons served on you and you have either not responded to this or not kept to an arrangement to pay your arrears. You can contact the Income Generation Team at the Wallace Place office or by phoning the Freephone number 0800 013 2197 or by e-mail at incomegeneration@riverclydehomes.org.uk. You may also wish to contact a solicitor for advice and assistance.
I’ve got an eviction date for non-payment of rent arrears. I don’t want to leave, what should I do?
You should have had plenty of notice that this was going to happen as you should have been informed prior to the court action being raised and of the outcome of the court case. You may be able keep your tenancy by clearing the arrears plus the court expenses in full. If you are not in a position to do this you should contact Inverclyde Council’s Homeless Service on 01475 715880 as they will already have had notification from River Clyde Homes that you are being evicted. You can also contact your solicitor for advice.
I’ve lost my rent card, can I have another one?
Yes, contact the Income Generation Team at the Wallace Place office or ‘phone the Freephone number 0800 013 2197 or e-mail incomegeneration@riverclydehomes.org.uk.
Can I have a breakdown of service charges?
River Clyde Homes has no separate service charges. Any charges for caretakers, ground maintenance etc. are included in the rent charge. Other charges you may have other than your rent could be heating or insurance charges which are paid separately. If you have any enquiries about any of these, please contact the Income Generation Team at the Wallace Place office or Freephone 0800 013 2197 or e-mail incomegeneration@riverclydehomes.org.uk.
What do I do if I want to carry out improvements to my home?
There may be occasions when you may wish to make changes and install new fitments to your property. You must ask for permission. You should ask for ‘request for change’ form which is submitted to River Clyde Homes Repairs Service for inspection. If the request is made by telephone an appointment can be made and a Maintenance Officer will make an appointment to discuss the improvements and help you to complete the form at the appointment.
If the request is in writing, you will be sent out a form by post and you will be asked to contact the Repairs Freephone number on 0800 013 2196 to make an appointment with the appropriate Maintenance Officer.
During this appointment, if appropriate, the Maintenance Officer can give a verbal answer to be followed up in writing, confirming the decision and notifying you of your responsibilities when the work is carried out. When the work is completed you will be asked to contact the Repairs Freephone number to make a further appointment to enable the inspection to be carried out. If the work is carried out satisfactorily, the Maintenance Officer will update our property records to confirm that the installation has been completed, including any notes of tenant responsibility.
What standard should I expect, when being offered a River Clyde Homes house?
The house must be made secure with a new five lever mortice lock (with two keys) and two keys to the door entry system (if fitted). The door entry handset must work.
Sanitary equipment must be of a serviceable standard. All items must be a matching colour (preferably white) with plugs, chains and a new toilet seat. Showers will be removed unless they are standard equipment for that house type or are part of an ‘Aids and Adaptation’ package.
Kitchen units should give a minimum standard of 1 cubic metre of storage, where practicable. All doors must match each other and worktops should be of the same pattern. There should be a sink unit in good condition with taps, plug and chain. A point for an electric cooker must be provided. If there is already a pipe for a gas cooker then it should be capped and left in situ. No new gas point will be provided.
All electrics must be to British Standard. Any existing extractor fans must be clean and operate correctly.
There must be adequate space heating for the size and type of house. If there is no other method of providing hot water (e.g. a gas boiler) an electric immersion heater will be provided. In a gas-supplied house, only standard gas equipment will be retained. It will also be checked by a qualified gas engineer and a valid certificate must be provided.
Windows must be operational in all respects, with working safety catches where required.
Doors must all be in a sound condition with appropriate ironmongery.
If the existing decoration is clean and intact then it should be left in situ. If the decoration is dirty or damaged then it should be stripped and walls left as plaster finish.
Floorcoverings should be removed except in limited circumstances. A decision on carpets will be taken at the pre-termination visit. Laminate flooring must be removed except in special circumstances agreed with the Neighbourhood Housing Officer.
Is there a tenants and residents group for my area?
There are over 20 tenants and residents groups covering River Clyde Homes’ houses. To find out if there is a group in your area ‘phone River Clyde Homes Tenant Participation Co-ordinator on 01475 712639, phone or text on mobile 07748703077 or e-mail jim.mcnee@riverclydehomes.org.uk
What help can I get to set up a group?
River Clyde Homes’ Tenant Participation Co-ordinator and your local Neighbourhood Housing Officers can help you to set up a group. Contact River Clyde Homes’ Tenant Participation Officer on 01475 712639, phone or text on mobile 07748703077 or e-mail jim.mcnee@riverclydehomes.org.uk Ask for a copy of the River Clyde Homes’, ‘Your Guide To Setting Up a Tenants and Residents Association’.
How do I get involved in tenant participation?
There are a number of ways. One is by getting involved in your local tenants and residents association – see above for more info. The other is to sign up for River Clyde Homes’ Tenants Sounding Board. For more information get in touch with River Clyde Homes’ Tenant Participation Co-ordinator on 01475 712639, phone or text on mobile 07748703077 or e-mail jim.mcnee@riverclydehomes.org.uk
Some River Clyde Homes are in ‘areas of regeneration’. What does regeneration involve?
For River Clyde Homes, regeneration involves the clearance and demolition of low-demand run-down properties that investment cannot remedy, and replacing with new-build houses, bringing new life to existing communities. Residents of the regeneration areas who will lose their home as a result of demolition will be given the opportunity of either a new build house or moving to an existing River Clyde Homes house. The first regeneration new build areas River Clyde Homes are working on are in the Port Glasgow areas Woodhall, Moray Road and Oronsay and also in Greenock’s East End where ground works have started on the Gilmour Street site ahead of the main build contract. The Building Contractors will be appointed for both Port Glasgow and Greenock East End sites shortly. It is envisaged that these areas will be complete around 2013.
How do I find out if my area will become an area of regeneration?
The next areas to be regenerated are the second phase at Woodhall and the James Watt Dock site which will form part of the waterfront regeneration. Consultation with residents in South West Greenock has already taken place. The majority of residents wanted their properties demolished with a view to either moving to new build housing or being relocated to existing River Clyde Homes’ houses. The River Clyde Homes’ Board agreed to clear and demolish blocks at 165 – 235 Cumberland Road, Cumberland Walk, 212 – 220 Burns Road, 74 – 82 Westmorland Road, 1 – 3 Angus Road. A feasibility study will now be undertaken to consider new build in the area.
My area is being regenerated. How can I become involved?
Part of the consultation process for regeneration areas allows the affected residents to have the opportunity to become involved in a regeneration group for their area. Anyone currently living in a regeneration area, who is interested in being involved in a regeneration group, contact any member of the Regeneration Team for more information. Angela Spence (angela.spence@riverclydehomes.org.uk), Stuart Johnstone (stuart.johnstone@riverclydehomes.org.uk), Heather Dowds (heather.dowds@riverclydehomes.org.uk) or Trish Jamieson (patricia.jamieson@riverclydehomes.org.uk) on 715617.
Can I buy my home?
If you are a Scottish Secure Tenant with River Clyde Homes or any other Registered Social Landlord, are over the age of 18 and have spent a total of at least 5 continuous years as a tenant of a relevant landlord, you have the legal right to buy your home.
How do I go about buying my home?
Application forms are available from River Clyde Homes’ offices at Wallace Place , Greenock and Scarlow Street, Port Glasgow or ‘phone 01475 712510.
Can I talk to someone about buying my home?
Yes, contact 01475 712510 and staff will be happy to discuss any aspect of your application. You can also by call in to the Wallace Place office in Greenock, where staff will be on hand to offer you advice and assistance.
How do I make a complaint or comment about a River Clyde Homes service?
Complaints may be received by telephone, e-mail, letter or in person at River Clyde Homes’ offices either at Wallace Place or Scarlow Street. Contact the Customer Service Department on 01475 712504 for more information or e-mail info@riverclydehomes.org.uk
What are the rules on parking cars?
Unless the car park is owned by River Clyde Homes we have no authority or responsibility for the parking of cars
Are decoration allowance ever given?
Decoration allowances are paid to new tenants. For further information contact your local Neighbourhood Housing Officer.
Can I keep pets?
Pets are not allowed in multi-storey blocks or sheltered housing complexes other than one caged bird. Other tenants must get permission to keep pets. For more information contact your local Neighbourhood Housing Officer.
I am having problems with my neighbours, what can I do about it?
Problems with neighbours should be reported to your local Neighbourhood Housing Officer in the first instance. Criminal matters should be reported to the Police.
I’ve heard about the Scottish Housing Quality Standard. What is It?
The Scottish Housing Quality Standard is a set of criteria which all landlords, including River Clyde Homes must ensure they meet by 2015. It differs from the ‘Tolerable Standard’, the basic standard of acceptability, and the Building Standards as they apply to new housing and is based on a number of broad quality criteria. To meet the standard the house must be: compliant with the tolerable standard; free from serious disrepair; energy efficient; provided with modern facilities and services, and healthy, safe and secure.
When will my house be brought up to standard?
A new stock condition survey is being carried out by River Clyde Homes and a report will go soon to the River Clyde Homes Board. A full plan will be available in the summer.
