Housing and Homelessness; Advice and Assistance
This information is provided by Newport City Council and is intended as guide. If you would like further advice or information about your housing options, please contact the housing team. This information was valid at time of upload April 2025.
Calling 01633 656656 (speaking with a Housing Advice & Prevention Officer).
Attending the drop-in service at Central Library and Museum (Floor 2), John Frost Square
9:00-13:00, 14:00-16:00 Monday, Tuesday, Thursday and Friday or 9:00-13:00 Wednesday.
E-mailing services@newport.gov.uk
Home Options
How do I register and find information about vacant homes?
For information about applying for social housing for both rent or part purchase, please follow this link –
https://www.homeoptionsnewport.co.uk/content/Information/Howtousetheservice
How long will it take for my application to be assessed so I can start bidding?
Under the Home Options Policy all applications to the Common Housing Register must be assessed to ensure that the applicant is eligible to join the register and that their needs are properly reflected in their banding and points. Since Covid NCC has received record numbers of applications and it can take a considerable period for applications to be assessed. To support those in the most acute housing need the council is currently prioritising people to who it owes a duty under homelessness legislation and those who have a medical condition. An automated assessment process is being developed which will significantly reduce the wait for an application to be assessed. This will not mean that people are housed more quickly but that they are able to bid for properties.
How can I be considered to vacant homes?
The advertising cycle starts on a Friday and closes at midnight the following Wednesday. The website is closed for bidding on Thursdays. You can view the list of properties that are available each week via this link – Search properties – Home Options Newport
If you would like to be considered for any of the advertised properties, you need you need to apply for them. You can place up to 4 applications per week by visiting the website, by telephone, by text message, email or in person at our offices.
Due to the high number of bids being placed on each advertised property, housing associations are unable to accept calls regarding your position on the shortlist. The housing association will contact the person who is being considered for the vacancy directly.
What if I can’t apply for myself?
The system can be set to “auto bid” for you. The auto bid system will choose 4 appropriate properties within the areas you have selected. Alternatively, a family member or advocate can bid on your behalf. If you wish to select the auto bid feature, you will need to speak with a member of staff.
Can I select a property that is bigger or smaller than my needs?
No, you will only be able to select properties that you are eligible for. In some instances, you will be able to apply for properties with 1 bedroom more than you require. However, Housing Associations will give preference to those households who occupy all bedrooms. If offered a property with more bedrooms than you require, you will also need to be able to demonstrate that you can afford the rent.
How is my band decided?
You can find more information on the Home Options website and check that you have been placed in the correct band – Prioritising Applications – Home Options Newport
How long will it be before I am rehoused?
People are prioritised on the Common Housing Register based on their housing need. This assessment is based on a range of factors:
- Your housing needs which have an impact on your band
- Any medical issues which are directly impacted by your current housing.
- The type of property you require as availability of certain properties in certain areas is very low.
- The number of people applying for advertised properties.
- The number of areas/types of property you are willing to consider.
There are over 7,000 households waiting to be housed but only a maximum of c.20 vacant homes advertised each week. There are not enough social homes to meet demand. Unfortunately, this means that for many people on the Common Housing Register, social housing is no longer a realistic option in the short to medium term.
All allocations are made in accordance with the Home Options Policy which prioritises applicants based on their assessed housing needs. The council is unable to offer applicants a specific property because it meets their preferences e.g., proximity to family members, schools, work etc. Provided it is safe to do so, we advise people to bid on suitable properties in all areas of the city rather than restricting themselves to specific areas of preference. A social housing tenancy is a long-term housing option and the council’s commissioned housing support teams can help people to settle in new areas of Newport.
Due to demand applicants should not rely on social housing as their primary housing option but consider a range of alternative opportunities, including low-cost home ownership (where this is affordable) and the private rented sector. Newport City Council also acquires private rented properties and provides financial assistance to support people in housing need find homes in the private rented sector. This is likely to be the quickest option for people who need to move urgently.
Existing social housing tenants should also contact their landlord for advice on mutual exchanges and proactively pursue this option.
My current home is unsuitable due to health and/or welfare needs, how can I be considered for additional priority?
If you have let us know that someone in your household has a health condition, we will send you a Health and welfare needs form (HAWN) to complete and return to us, along with evidence showing how your current housing is having an impact on your health condition. Additional priority will not be awarded on the severity of a medical condition or illness, but only where your housing is impacting on your health or wellbeing. If you are given additional priority, you will be expected to apply for properties that meet both your housing and medical/health requirements. If you do not apply for suitable properties, in a wide range of areas, your additional priority may be removed. Ground floor and adapted accommodation is in very high demand, and it will likely take a considerable period for people to bid successfully for this accommodation:
The council advises all applicants to work closely with their landlord (if a social housing tenant), occupational therapist and the council’s disabled facilities grant team to access support to adapt their property to meet their medical needs. This is likely to be a more practical and faster option than seeking to be rehoused through the Common Housing Register.
I live in a housing association property, and I have concerns about the condition of my home or my neighbours, can the council help?
The following housing associations build and manage homes in Newport:
Hedyn, POBL Group, Linc Cymru, Aelwyd Housing Association, Elim Housing Association, Hafod Housing Association, United Welsh Group.
If you are a contact holder of a housing association, please contact your housing association directly to explain your concerns. If you are unsatisfied with their response you should escalate through the housing associations complaints policy. Details of their policy will be on their website.
My home is not fit to live in because it needs repairs, can the council help?
Landlords have legal responsibilities to ensure that all rented properties are fit for human habitation and that repairs are undertaken within a reasonable timeframe to an appropriate standard,
If your property requires repairs, you should first contact your landlord to advise them and give them reasonable opportunity to act on this information.
Private Tenants:
If repair/property condition issues persist and you are a private tenant, you can contact the council’s environmental health housing team on EHHousing@newport.gov.uk or on 01633 656656.
Housing Association Tenants:
Housing Associations are regulated by Welsh Government and have clear processes for resolving repairs and disputes. If your housing association does not complete repairs within a reasonable time frame you should consider escalating the case through their complaint’s procedure which will be available on their website. The Council’s Environmental Health team may be able to offer support and advice the Housing Association still fails to act after you have made appropriate complaints. If you are unhappy with how your Housing Association has responded to your complaint, you have the right to escalate your concern to the Ombudsman Wales.
I am unsafe in my property due to violence or harassment; how can you help?
Social Housing is unlikely to be an immediate option to people who can no longer stay in accommodation due to domestic violence or harassment. The council may have a legal duty to offer you safe temporary accommodation if you are homeless due to domestic violence or harassment. This is emergency provision and could be outside Newport. You may then receive a single suitable offer of housing in line with the council’s legal duties. More information on this can be found later in this document.
If you feel unsafe to remain living in Newport, you are legally able to make a homeless application to any authority in the UK.
The council would advise anyone considering the surrender of a social housing tenancy to take independent advice.
I want to swap my property/take part in a mutual exchange?
If you are a contract holder with a Housing Association, you may be eligible to exchange your home. You can register on www.homeswapper.co.uk, but the council do not run or control this website. You will need to speak to your landlord about any mutual exchange queries.
What happens if I refuse a property?
If the council has accepted a homeless duty to you and you refuse an offer of accommodation that is suitable for your household, this homeless duty may end.
If you have been awarded additional priority for an urgent move for a reason other than homelessness and you refuse an offer of accommodation that is suitable for your household, your additional priority will be removed.
For all applicants, if you refuse two reasonable offers of accommodation your application will be removed from the housing register. Should this happen, you will be able to re-apply but you will not generally be awarded a band that is higher than Band C.
More information about Home Options is available through this link:
Homelessness
I am homeless tonight what should I do?
If you are homeless tonight you can either call 01633 656656 and ask to speak with a Housing Advice & Prevention Officer or attend the drop-in service at Central Library and Museum (Floor 2), John Frost Square 9:00-13:00, 14:00-16:00 Monday, Tuesday, Thursday and Friday or 9:00-13:00 Wednesday.
I am not homeless tonight, but I am going to become homeless soon, what should I do?
If you are at risk of becoming homeless, we will try to help you keep your current home or take steps to prevent you from becoming homeless.
You can either call 01633 656656 and ask to speak with a Housing Advice & Prevention Officer or attend the drop-in service at Central Library and Museum (Floor 2), John Frost Square 9:00-13:00, 14:00-16:00 Monday, Tuesday, Thursday and Friday or 9:00-13:00 Wednesday. You can also email rehousing.services@newport.gov.uk if you are not homeless tonight.
What can the council do to help prevent me becoming homeless?
The council has a legal duty to work with you to prevent you from becoming homeless. A Housing Advice and Prevention Officer will assess your case and agree steps with you to prevent homelessness through your personal housing plan. You have an obligation to engage with the steps in your personal housing plan and the council can end its duty towards you if you do not engage with this process.
Sustaining your current accommodation:
Homelessness has a detrimental impact on the wellbeing of all households, particularly those with dependent children. Provided it is safe, staying in your current home is always preferrable to becoming homeless. Your Housing Advice and Prevention Officer will work with you to try and sustain your current accommodation. For example:
If you are renting: They will contact your landlord, to confirm the reasons you have been asked to leave. Take steps to resolve issues such as rent arrears, antisocial behaviour or disrepair. As part of this process, you may be asked to agree to a repayment plan to pay back rent arrears, engage with tenancy support or attend rental rights training.
If you are staying with family or friends: Your Housing Advice and Prevention Officer will contact the person you are staying with and attempt to mediate a solution which will allow you to stay. This may include visiting the property or inviting you both into the council offices to discuss the case. As part of this process, you may be asked to contribute towards household costs or to take mutually agreed actions to enable you to stay. If these arrangements are temporary the council may continue to work with you to secure alternative accommodation.
Rehousing Options:
If the council assesses that it will not be possible to prevent you from becoming homeless it will make a single offer of settled and suitable accommodation. Often this will not be social housing but settled accommodation in the private rented sector. This is unlikely to be social housing but could be a tenancy in the private rented sector or within a supported housing setting. If you refuse the offer the council may discharge its duty.
The council works within the suitability criteria set out within homelessness legislation. Due to the pressures on the system, it is unable to guarantee placements in specific areas of preference. It is very possible that a suitable offer may be outside these areas. Generally, the private rented sector is the most realistic and quickest route into accommodation for people who have specific preferences, including location.
The council acquires properties from private landlords for homeless households but in order to meet specific preferences it is often best for you to look as well. The council may be able to help you with a deposit, rent in advance, bond guarantee, the costs of moving home or rent that isn’t already covered by benefits you be receive. You will not have to pay this back. You should contact local agents and can look for a property on the following websites:
When you find a property, you should contact your Housing Advice and Prevention Officer straight away so that they can establish how the council can support you to move.
