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FAQs

To help you find information quickly, here are some of the most Frequently Asked Questions (FAQs) we are asked.

  • How do I apply?

    Most of our homes are advertised through the Local Authority’s housing register. Please follow the link below for more information about how to apply for a home in the area of your choice.

    Apply now

  • How do I pay my rent?

    There are a number of ways that you can pay your rent, you will need to know your tenancy reference number.

    Find out more here

  • What do I need to do to ensure I update DWP correctly for my Universal Credit?

    We know that for some customers who receive Universal Credit, the advice in the rent uplift letter was not correct.  It should have advised you to update the details in your online journal as soon as possible on or after 4th April 2022 (and not before then). Apologies for any inconvenience this may cause.  

  • My charges amount doesn’t look quite right, what should I do?

    We spotted that for some customers, there are some errors in the rent uplift letters, mainly connected to service charges. A new letter is being sent out to these customers.

  • What do I need to do to ensure my Housing Benefit are updated?

    If you are claiming Housing Benefit we will have already notified your local Housing Benefit office where we receive Housing Benefit directly.  Where you receive Housing Benefit directly to yourself, please contact your local Housing Benefit office to provide them the new rent details. 

  • Can I speak to someone about ways I can pay my rent?

    If you wish to speak to someone about best ways to pay your rent, please complete this form:

    Rent Balance Check - CAM

    • Please use this form if you have any enquiries about your rent balance and wish to get in contact with your CAM.

  • Can I speak to someone about how the rent uplift figures are arrived at?

    If you wish to speak to someone about why specific service charge are included in your rent uplift letter, please email ServiceCharges@poblgroup.co.uk

  • How do I report a repair?

    To report a repair online follow this link or call 01633 212375 for our Newport office or 01792 488288 for our Swansea office.

  • How do I report emergencies repairs?

    Emergency repairs will be triaged by the repairs team, based on severity. Some repairs are your responsibility, so please review what your responsibilities are before booking a repair.

  • Do I qualify for social housing?

    You will need to meet several criteria in order to qualify for one of the housing registers. Depending on which area you want to live in, the register you need to sign up to may differ. For more information please click here.

  • What is the housing register?

    As housing is in such high demand, you will need to register your details so that we can ensure we can prioritise your application in the best way. We offer a variety of different types of homes for people who need them. More information on which register you need to get in touch with can be found here.

  • What welsh water scheme am I eligible for?

    If you’re struggling to pay your water bill, you may be able to get support from Welsh Water. For more information on the help available please visit Help Paying My Water Bill.

  • What can I get involved in as a tenant?

    Details of how to Get Involved can be found here.

    To find out how to do more in your local area contact your neighbourhood manager here.

     

  • Can I do a home swap?

    You can swap with someone else who already has a home with us, with another Registered Social Landlord or Local Authority. You can find out if you are eligible and browse the homes that are available for exchange by visiting the HomeSwapper Website.

  • How do I file a complaint?

    To report a complaint please click here

    To get in touch with your neighbourhood manager please click here

  • How do I end my tenancy?

    Ending your tenancy

    If you would like to end your tenancy with Pobl, you will need to complete the form below.

    In line with the terms of your tenancy agreement you must give 4 weeks notice to end your tenancy.

    Your 4 weeks notice period will start from the Monday after you complete the End of Tenancy form below.

    Once we have received your completed form your Neighbourhood Housing Manager will contact you and discuss arrangements for handing in keys.

    • Notice details

    • Address you are giving notice for
    • Please include details of the property (i.e. house, flat etc) and property size
    • Please provide a forwarding address incase we need to get in touch with you once you have moved
    • Please tell us why you are leaving the property
    • About the property

    • If not, is there any reason that this property would be unsuitable for people with mobility problems? (e.g. steps to front door or within property, tight hallways, lack of turning space for wheelchair):
    • i.e. driveway, communal parking area, limited parking etc
    • Utility Services at the property

    • Please sign your signature on a piece of paper, take a photo on your phone and upload it to here. If you are unable to do so your Neighbourhood Housing Manager will require you to email it to them to verify and begin the 4 weeks notice.
      Max. file size: 50 MB.