Here’s everything you need to know about how the switchover will impact you.
We're working with NHG to make it a smooth transfer - thanks for bearing with us in the meantime.
If you still have a question, submit a query here.
1. Will my rent go up?
No - switching to B3Living won't affect your rent amount. Rent changes will follow the normal cycle you get every year. We might make changes to how you pay your services charges - but this is about the way you pay, NOT about your charges going up.
2. How can I pay my rent?
You've got a few options:
- Direct debit (we use AllPay)
- Online payment via myB3Living app or website
- Bank transfer
- Over the phone
- Cheque
- Rent payment card
Sorry, we don't accept cash payments.
2. I get Housing Benefit - do I need to do anything?
No, you're all set - we've arranged for your payments to be switched over to us from 2 Feb.
3. I get Universal Credit – do I need to do anything?
You'll need to update your Universal Credit details:
- Log into your journal
- Click 'Report a change'
- Select 'I've moved'
- Enter the move date as 2 Feb
- Put us as your new landlord
Note: We know you haven't actually moved - this is just the way the system updates your information.
4. I’m struggling to pay my rent / am in arrears – what happens now?
It isn't easy to talk about money, but our team will always be supportive. There are lots of reasons why you might struggle to pay, and we are willing to help. If you contact us sooner rather than later, we can go through your options and save you some stress.
1. Can I still order repairs?
Yes! Keeping your home in good repair is really important to us, so please tell us asap if something is broken. For non-emergencies, it’s worth double checking here to see what’s covered by your rent and if there’s anything else you need to know. It’s probably similar to your last landlord.
2. How do I report something that needs fixing (incl. emergency repairs)?
Our app is the best way to log a repair. If it’s an emergency, please call on 01992 453700 so we can get on it right away. You can also email repairs@b3living.org.uk
3. I’ve got an outstanding repair with NHG. What’s happening with that?
Larger repairs (e.g. kitchen replacements): NHG will complete any jobs they've already started.
Smaller repairs (e.g. a leaking toilets): We'll call you to confirm the details and arrange for the works to be done.
4. How quickly do you fix repairs?
It depends on the job and what parts we need. For emergencies, our lines are open 24/7 and we’ll come out to make things safe within a day. If it’s a more routine fix, then we aim for 20 working days. View our service standards.
5. Do you fit new kitchens / bathrooms / windows / etc?
Maintenance is something we pride ourselves on. We're in the top six landlords (of over 200) for how much we invest in our homes. But we are always conscious of balancing this against keeping things affordable for our customers - so we might not be able to refresh everything straight away.
We'll be out to look at your home soon and check the lifespan on things like your kitchen. Then we'll be able to predict when it'll need replacing, so we can make plans / budgets for the future.
1. Will I get a new tenancy agreement?
Your tenancy is broadly staying the same.
2. Will I lose any of my rights?
No - your rights will be protected.
3. Will I get the same services from you?
Yes - we cover all the same services as NHG.
4. Do I have the Right to Buy my home?
It depends. Your rights aren’t changing – so it depends if you had the Right to Buy before. Feel free to contact us if you’re not sure.
5. Can I have a say in your decisions?
Absolutely! We're very keen for you to have a say and hold us to account. We have a network of customers who we contact for their input, called the ‘customer community’, as well as a more formal customer advisory panel that look at performance.
- Why has someone contacted me about a gas / electrical check?
We try to stay on top of safety checks at all time. We know there are a few of you due for boiler services / electric testing soon - so our contractors will be in touch asap to get this booked in. - Someone from B3Living has called me about visiting my home for a survey. Is there a problem?
No. But our surveyors might contact you so we can take a look at your home and see what condition it’s in. It helps us predict for the future – e.g. we’ll look at your roof to see how long before we need to replace it.
- Can I still do a mutual exchange?
Yes – you can still exchange with tenants from other landlords. It’s the same process as with your old landlord - through the Homeswapper website. - I’m on the transfer list with the Council, will that change?
When we become your landlord, your position on the Council’s transfer list won’t change. - Can I register with you for a transfer?
We don’t have our own transfer list. We offer our empty / new homes to the Council, so you’ll need to apply to them if you have a need to move.
- How do I contact you?
You have a few options: We have an app, live chat on our website, or you can call / email us. Find out more here. - Can I ring you when I need something?
Yes, of course! Our number is 01992 453700. But we know you can’t always do your life admin between 9am-5pm, so you can also use our app and website 24/7 to log requests. - Can I come in to talk to someone?
Absolutely! We’re not far - just 25 mins down the road. If you make an appointment, we’re happy to host at our office or one of our community hubs.
Please make an appointment before you visit. Our team are often out and about visiting customers, and we'd want to make sure the person you need to see is in.
1. Where is your office?
We're local! Just down the road at Turnford Place. Our office hours are Mon - Fri, 9am - 5pm
2. Do I need to make an appointment?
For small things, like dropping off keys, feel free to pop in. If there's someone you'd like to speak to, you can make an appointment here.
3. What if I can't get to your office?
We've also got face-to-face community hubs across the borough. Find your nearest hub here.
1. How do your services charges work?
Every year we estimate how much we expect to spend based on bills from previous years, any plans already known plus economic factors (e.g. inflation). You’ll pay these estimated costs to cover the year from April-March.
After that year is done, we'll collect all invoices and calculate the actual cost for providing services in that year. We'll then send you an ‘actuals statement’ - usually around the end of September.
If the actual cost is less than we originally estimated, you’ll get a credit added to your account. If it’s more, we'll send you an invoice for the difference.
2. How can I pay my service charge?
You've got a few options:
- Direct debit (we use AllPay)
- Online payment via myB3Living app or website
- Bank transfer
- Over the phone
- Cheque
Sorry, we don't accept cash payments.
3. If you carry out some repairs to my block, will the actual costs of these be shared with leaseholders?
Yes - but we'll keep you informed and consulted before any major works happen.
4. I’m struggling to pay / am in arrears – what happens now?
It isn't easy to talk about money, but our team will always be supportive. There are lots of reasons why you might struggle to pay, and we are willing to help. If you contact us sooner rather than later, we can go through your options and save you some stress.
1. Will the terms of my lease change?
No - the terms of your lease will remain.
2. Will I lose any of my rights?
No - your rights will be protected.
3. Will I get the same services from you?
Yes - we cover all the same services as NHG.
4. Can I have a say in your decisions?
Absolutely! We're very keen for you to have a say and hold us to account. We have a network of customers who we contact for their input, called the ‘customer community’, as well as a more formal customer advisory panel that look at performance.
1. Can I still staircase / buy more shares?
Absolutely - your rights around buying more shares won’t change. If your lease allows it now, you’ll still be able to staircase in the usual way up until you own 100% value of your home.
2. Do B3Living offer buybacks?
Sometimes we'll offer a buyback - but it's best to discuss with our homeownership specialists first. You can speak to them on 01992 453700.
3. Can I still sell my home on the open market?
It depends on whether you are a leaseholder or shared owner:
- Leaseholders
You can sell your property on the open market and without permission. Your solicitor will need a sales information pack from us, which usually costs £200 plus VAT to put together (paid in advance). You’ll also need to make sure you cover your ground rent and service charges for the year on/before you complete.
- Shared owners
You’ll need to contact our sales team first. With shared ownership, when a home goes up for resale the aim is to give other families the opportunity to get on the ladder with the scheme. After the transfer, we'll have the option to nominate a buyer or purchase the share from you before you can put it on the open market.
If you do go out to sell, your solicitor will need a sales information pack from B3Living, which usually costs £200 plus VAT to put together (paid in advance), as well as a pack from any estate management company that operates on your estate. You’ll also need to make sure you cover your ground rent and service charges for the year on/before you complete.
1. How do I contact you?
You've have a few options: We have an app, live chat on our website, or you can call / email us. Find out more here.
2. Can I ring you when I need something?
Yes, of course! Our number is 01992 453700. But we know you can’t always do your life admin between 9am-5pm, so you can also use our app and website 24/7 to log requests.
3. Can I come in to talk to someone?
Absolutely! We’re not far - just 25 mins down the road. If you make an appointment, we’re happy to host at our office or one of our community hubs.
Please make an appointment before you visit. Our team are often out and about visiting customers, and we'd want to make sure the person you need to see is in.
1. Where is your office?
We're local! Just down the road at Turnford Place. Our office hours are Mon - Fri, 9am - 5pm
2. Do I need to make an appointment?
For small things, like dropping off keys, feel free to pop in. If there's someone you'd like to speak to, you can make an appointment here.
3. What if I can't get to your office?
We've also got face-to-face community hubs across the borough. Find your nearest hub here.