Frequently Asked Questions


What is choice based lettings?

Is the scheme we operate for those eligible on the housing register to bid for Housing Association properties in South Norfolk and Broadland areas. Available properties are advertised weekly and if you are eligible you can bid on these properties


Problems logging in

I've lost my login reference number what should I do?

Your login reference number is on all our letters sent to you. It is a 6 digit number which starts with either a 1 or a 5. If you can't find your reference please contact us.


I've lost my password what should I do?

Once you have put your login reference you are able to reset your own password following the instructions. 

Forgotten Password

I’m the victim/survivor of domestic abuse and require housing support and/or advice, what should I do?

If you are in danger call 999

If you are a victim/survivor of domestic abuse and require housing support please contact us, if it is safe to do so, on one of the telephone numbers. One of our expert housing team will be on hand to offer you advice and guidance on housing options. We can also help you engage with other domestic abuse support agencies.


When are properties Advertised?

Properties are advertised weekly from a Thursday and close at midnight on a Wednesday

How many bids do I get

You can bid on up to 2 properties per week

How long do I have to bid for a property?

It will always be one week from when the properties are advertised and you must bid within that week.

Do I have to bid for properties every week?

No- it is up to you when and which properties you bid for. You should only bid for the properties that you genuinely want. If you have been awarded a priority banding due to an urgent housing need then there is an expectation that you will use both bids each week, where possible, due to the urgency of your situation.

What happens if I cannot bid?

If you are concerned about bidding and are unable to do this yourself, we can help with assisted bidding. This means we will place a bid for you on any suitable properties, however this does limit your involvement and we may place bids on properties that you may not have done so yourself. Please contact us if this is concerning you and we will discuss all options with you.

Why can’t I apply for certain properties?

You can only apply for properties for which you are eligible.  For example:

  • You may be too young for the advertised minimum age of the property.
  • Your household is too large or too small for the property advertised.

Will I be able to view  property before I decide whether to accept the offer?

No – you will only be able to view a property once you have bid successfully for it and been invited to do so by the landlord.  However, the properties advertised will show all the information you need to know, so you can decide whether to apply for it or not. Please note that sometimes photographs used in adverts may not be the exact property being advertised.

Will I be able to view a property before I decide whether to accept the offer?

Yes – once you have bid successfully for a property a viewing will be arranged. You will then have up to two days to decide whether to accept the offer of the property.

Why do some properties require a connection to a particular area?

Many of the housing associations are developers of new affordable rented homes.  These are allocated to applicants on the councils’ housing registers in the same way as other homes that become available for letting.

However new homes built in rural areas may have extra rules that affect the priority of applicants. These rules are due to planning restrictions that ensure highest priority is given to people with a stronger local connection to the area (village or parish) where the homes have been built.

The details may vary, depending on the council area, but most give priority to applicants who live or work (or previously lived or worked) in the area.

If you bid for these properties and you are not able to show you meet the local connection criteria required your bid is likely to be skipped.  When conditions of this type apply it will be stated in the property advert and you will be invited to contact Home Options team, or the landlord direct, for more details and advice.

My position in the shortlist changed

There are many reasons why your position in the shortlist changes during the advertising week and when the advertisement is closed. For example, this can include other residents having high priority need and their local connection to the area being higher.



All eligible and qualifying applications are assessed individually to decide what level of priority they should be given. This will depend on their level of housing need.

All applications will be placed into one of the following four bands:


Urgent housing need

Band 1

High housing need

Band 2

Medium housing need

Band 3

Low or no housing need



  • People with an urgent medical need inc. hospital discharge
  • People with an urgent need for an adapted property
  • If your home has been destroyed by a disaster
  • Homeless and fleeing/threat of violence
  • s193 Duty and in TA/s189 Relief Duty
  • Witness Protection


Band 1

  • Threatened with Homelessness and in priority need (next 12 weeks)
  • High Medical Need
  • High Welfare Need
  • Current tenant in an adapted property they no longer need
  • Tenant under-occupying by 1 or more bedrooms
  • (current property unaffordable)
  • Disrepair/Unsafe Home/lacking essential amenities
  • Overcrowded by 2 or more bedrooms (affordability test)
  • Someone needing an adapted property
  • Care Leavers


Band 2

  • Homeless (no priority need) or Threatened with Homelessness (next 12 weeks)(no priority need)
  • Medium Medical need
  • Medium Welfare Need
  • Lack of Amenities
  • Overcrowded by 1 bedroom (affordability test)
  • Tenant under-occupying by 1 or more bedrooms (current property affordable)
  • Move-on
  • Two existing socially rented households moving into one property
  • Have a need to move to the area where failure to meet that need would cause hardship to themselves or others.
  • Intentionally Homeless


Band 3

  • s193 Duty (not able to live independently)
  • TA (assessment in progress)
  • Meet eligibility/qualification
  • No Housing Priority Need