FAQs

Frequently asked questions

This page contains the most commonly asked questions about our housing and support. If there is something missing please let us know by emailing us or completing the feedback form.

You can request to bring your pet by following our Pet Policy.
In supported housing the rent is paid via housing benefit if you are not working or on a low income. If you are receiving housing benefit your rent will be paid directly to Doorstep on a monthly basis. In our shared housing you will pay a weekly top-up on your rent. In flats and family housing your full rent is paid directly to Doorstep. If you are on universal credit and receiving the housing element, this money is automatically paid to you and you are responsible for paying it to Doorstep. A request can be made to the DWP to ask if your rent can be paid directly to us. If you are working you will be fully or partly liable for your rent depending on how much you earn. Some tenants are eligible for housing top-ups if they are on a low income.
Your rent is calculated weekly from the day you move in. It is your choice as to how frequently you pay it as long as you do not fall behind. You can pay weekly, fortnightly or monthly.
As a rule we do not house friends or siblings together on joint tenancies. On occasions people who know each other, or are related, have been housed on separate tenancies in shared accommodation but these are exceptions to the rule.
In supported housing the majority of the furniture is supplied. In shared housing, all the bedroom and communal area furniture is provided. In a family house we supply the cooker and the flooring. In a flat we supply the flooring, washing machine, fridge-freezer and and cooker. In a general needs family house or flat we supply the flooring and the cooker. In shared housing we provide furniture for the communal areas but not the bedrooms. We can supply a bed on request.
The majority of our houses are within the East Marsh, Grimsby. There are a few properties in other areas such as the West Marsh and Heneage.
You can feedback any ideas at any time to your asset coach or housing manager. In shared houses there are regular house meetings that you can feed into in person or more privately. You can email the property services team or the main email address, details of which are in your tenancy handbook. We have a feedback form on this website that you can fill in here.
If you are a tenant, you can refer to our complaints policy in your handbook. You can also find the policy and procedures for complaints in the footer on this website. We have a feedback form on this website that you can fill in here.
For people who only need housing and do not need support, you can apply for general needs housing. This is done by requesting an application form to fill in and then return. We need to see proof of ID and you will need at least one reference.
You can still be supported even if you are not living in one of our properties. Our floating support service is designed to support you with housing-related needs that are a barrier to finding settled accommodation or increase your risk of homelessness.
Support can last for up to 18 months. It is possible to have the support for longer and this would be for a maximum of 2 years. In our general needs housing there is no 18 month limit. As long as you become a tenant at 25 years old or below, you can stay past the age of 25.
You can contact us Monday to Friday, 10am to 2pm. If you call after 2pm we may have to take a message and arrange a next-day call back. You can also email or message us on Facebook.
Having a ‘local connection’ determines if we can offer you support and/or housing. This means having lived in the area for a minimum amount of time, having a family connection or permanent work in the area. For a full explanation of the term please visit the Shelter website.
We do not give tenancies to 16 or 17 year olds for flats or houses unless you are expecting or you already have a child. If you are under 18 and need housing we will complete a referral to children’s services to request that they carry out a Child in Need Assessment. This is also called a Section 17 Assessment. This assessment will help to decide, along with the Homeless Team, which housing option is right for you.
All referrals for support are made through the North East Lincolnshire Homeless Team and you will need to contact them first. If you would like to call us first we can complete this referral with you in person or over the phone. Houses are reserved for people with children. Some single-parents or young couples may be offered a flat if the baby has not been born yet. We also have ground-floor flats that are suitable for new families. Flats are subject to affordability and an assessment of need that makes living in a flat the right option. A single person who is not working and in receipt of a standard UC allowance would not normally be offered a flat due to the pressure of affordability. The majority of single young people are offered shared housing as a first step in to housing.
All referrals for support are through the NEL Homeless Prevention Service and begin with an online referral form.
Floating support is a service designed to help someone wherever they are living. You do not need to be in a Doorstep property in order to receive support.
Housing related support refers to the extra support someone might need to help them in to a tenancy and then manage that tenancy successfully. The Housing Related Support Framework is the local mechanism that allows organisations like Doorstep to deliver that support. When you contact the homeless prevention service about your housing situation, they can refer you to this framework to get help.
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