Important notice – Housing Register Update

The Allocations team will have a temporary shutdown from 20/04/2026 - 08/05/2026 to complete system updates and reassess applications. During this time, some online functions may be limited. Updates will be shared through your housing portal account.

How do I contact you during the temporary shutdown?  

During the closure period 20/04/2026 to 08/05/2026, the quickest way to contact us is:

✅ Send a message through your housing portal account (preferred method)

• This helps us log and track your enquiry properly while the reassessment work is underway.

Please avoid contacting Customer Services by phone during this period unless your issue is urgent, as we may have limited access to records and may not be able to provide updates until the system reopens.

If your issue is urgent

• If you are at immediate risk of harm, call 999.
• If you are homeless tonight or at risk of homelessness, contact Housing Options team, via email housing.advvice@ashford.gov.uk or call 01233 331 111

Once the system is live again, we will respond to portal messages in date order and prioritise urgent matters.

Policy Changes

What happens if the housing allocation policy changes?

The council may update the policy to reflect housing demand, legal requirements or best practice.

Will a policy change affect my application?

In some cases, yes. If a change affects how applications are assessed, the council may review your application.

Will I have to reapply if the policy changes?

No. Existing applications remain on the housing register unless the council asks for updated information.

Could my band change because of a policy update?

Possibly. Any change would be explained, and you would have the right to request a review.

Will policy changes mean I’m housed quicker?

Policy changes do not increase the number of homes available. Your priority on the register will usually dictate waiting time.

Can I challenge how a policy change was applied to me?

Yes. You can request a review if you believe the policy was applied incorrectly to your case. Requests should be made via your housing portal or via an email to allocations@ashford.gov.uk

Why might my application be removed from the register?

This can happen if:

• You no longer qualify
• You don’t respond to annual reviews
• The council cannot contact you
• Your housing need or local connection no longer applied.

When will applicants see the change?

Applicants will start to see the changes from 20/04/2026.

This is when the updated assessment rules take effect and new banding/priority outcomes may begin to show against applications.

Please note: Not everyone’s outcome will change — some applications may stay the same, while others may move band depending on the updated criteria. Bedroom Allocation could also change.

How will applicants be notified of the change?

We will notify applicants in the following ways:

• Portal message: A message will be sent to your housing portal account confirming the outcome of your reassessment.
• Email (if we hold an email address): We will send an email to let you know there is an update in your portal.
• Letter (if required): If you do not have portal access or we need to send written confirmation, we will write to you.

To make sure you receive updates, please check your portal regularly and ensure your contact details are up to date.

When is the register closed in April, and what happens (or doesn’t happen) during that time?

The Allocations team will have a temporary shutdown from 20/04/2026 to 08/05/2026 while we complete system updates and reassessments.

During this closure:

What will not happen

• You may not be able to place bids
• No properties will be advertised or allocated
• You may not see updates to your banding/priority until 11/05/2026
• We may not be able to process new applications or changes immediately (these will be held and worked on once the system is live again).

What will still happen

• You can still log into your portal to view existing information (unless we need to switch off access temporarily).
• You can still submit queries or upload information through the portal (these may be queued for action when the system reopens).
• Any urgent safeguarding or homelessness support will continue as normal.

What will my Band be affected and how will I be informed?

Your updated assessment will appear online when your application has been reassessed, and the system update is complete.

We expect most applicants will see updates from 08/05/2026, and all reassessments should be visible by end of May 2026.

Here’s what you can expect:

• Some banding may go up, some may go down, and some may stay the same, depending on how your circumstances match the updated criteria.
• You will receive a portal message confirming your new assessment outcome once your reassessment has been completed.
• If your banding changes, your portal message will explain what changed and what to do next, including how to request a review if you disagree.

What can applicants do if they don’t agree with the decision?

If you do not agree with your assessment outcome, you can request a review.

What to do

• Submit a review request via the portal within 21 days of receiving your reassessment outcome message.
• Explain what you disagree with and upload any supporting evidence (e.g., medical information, proof of overcrowding, supporting professional letters).