Resident information

In this part of the site, you can find information especially for you as a Housing 21 resident. We produce a range of information leaflets and reports, some of which are listed below – just click on the link to download a copy of the leaflet you want. We'll be adding more as and when they're published.

You can find other useful information - how to request a repair, pay your rent, get benefits advice and so on - in the menu at the right side of this page. 

If you're a resident of our Oldham PFI or Kent Better Homes, Active Lives schemes, please follow the appropriate link for information specific to your scheme.

Residents' Handbook

To see all the important information you need to know as a resident of Housing 21, then please download or print the Residents' Handbook below and keep your copy somewhere safe.

Download the Residents' Handbook

Download the Residents' Handbook (Large Print)

Changes to Housing 21’s Rent Policy - November 2021

In 2020 the Regulator of Social Housing identified that we had not correctly calculated charges for residents on affordable rents and that some residents on social rents had been charged more than the regulations permitted.

We always want to do the right thing and are very sorry for any mistakes we have made and any distress this may have caused. We are absolutely committed to correcting the situation and will be refunding both current and former residents. As calculating the refunds is quite a complex process which requires us to confirm any Housing Benefit or Universal Credit overcharge with the relevant authority, this is taking some time and we are not currently in a position to confirm all of the refunds due.

We have written to those residents due a refund to explain the situation and why processing refunds is taking some time. We have also let them know that where rents were paid by Housing Benefit, the refund will need to go to the Housing Benefits’ Office. As soon as refund calculations are complete, we will write again to all current residents due a refund, letting them know the detailed calculations and what refund, if any, they are due.

We would like to thank all of our residents for their patience during this time and apologise once again for any mistakes we have made. If any residents have questions on the above please speak to your Scheme Manager.

Read more

Additional information

From April 2021, all of our social housing properties moved to social rents, which are set using the formula rent calculation.

We now calculate rents using a regulated formula, providing more assurance over affordability as it takes property size, property value and local income levels into account. It also means that our residents will benefit from a variable service charge based on the services they have requested and agreed as part of local consultations, giving them the opportunity to influence and determine the services they receive. Some residents will be paying less rent than they paid previously.

Information leaflets

Click the document you wish to read to download a copy.

Guide to understanding your Service Charge Budget Leaseholders' Guide to understanding your Service Charge Budget
Guide to making a suggestion, comment, compliment or complaint

Safeguarding and You / EASY READ VERSION

Guide to reducing the risk of financial abuse Useful numbers
Guide to benefits  


Complaints and Feedback

To make a formal complaint, and to understand how our complaints process works, please visit the complaints page below.


Extra Care Feedback

If you are a resident at one of our Extra Care schemes then you can leave feedback, good or bad, on the quality of care you receive by sending it to the Care Quality Commission (CQC).

Give feedback on your care

Regional reports

Introduced in 2019, these reports celebrate events and successes in your region over the past year. From resident stories to news on our strategic priorities, they provide information which we hope you will find both informative and enjoyable to read.

You can find our annual Regional Reports by following this link.

Alternative formats

If you would like any of our published documents in a different format, for example large print, Braille, audio file or another language, please contact your local manager.

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