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FAQ : Frequently asked questions
You can use the FAQ section of the website to help you find answers to commonly asked questions.
Adur Tenants' Self Service On-Line
FAQ : Why would I want to register for Adur Tenants' Self Service On-Line?
Registering for this service allows you convenient access to your rent account around the clock and at weekends and Bank Holidays. You can find out the balance of your account and see your rent statement for the last 12 months. You can request that a repair is carried out to your home or garage. You can view a history of repairs that have been carried out at your home or garage. Furthermore, you can help keep your details up to date, which allows us to provide you with a better service.
FAQ : What happens when I register for Adur Tenants' Self Service On-Line?
When you register you will be asked to complete some basic details such as your tenancy number (the 8-digit number on your rent card beginning '902') as well as your name and your mother's maiden name. We will also ask you to choose a password. We will then send you a user reference by post within the next few working days. When you receive the user reference, you can go back to the Adur website and enter your user reference together with your password and mother's maiden name that you gave us when you registered. You will then have access to the Adur Tenants' Self Service On-Line.
FAQ : Can my user reference be changed?
This facility is not currently available to tenants.
FAQ : Can I use Adur Tenants' Self Service On-Line straight away after I have registered?
No. You will need to wait a few days to receive your user reference. When you have the user reference, together with the password and mother's maiden name you entered when you registered, you can start using the Adur Tenants' Self Service On-Line.
FAQ : My tenancy where I live is in my partner's name. Can I still register for Adur Tenants' Self Service On-Line?
No. To register for Adur Tenants' Self Service On-Line, the tenancy must be in your name, either as a sole tenant or a joint tenant.
FAQ : Will anyone else be able to view my details?
To be able to view your details, you need to provide your tenancy number and choose a password and maiden name. We will then send you your user reference by post. No one can set up your account without knowing your tenancy number and receiving your user reference. No one can view your details without your user reference, password and mother's maiden name. Adur's servers are also protected by digital certificate technology which confirms we are Adur District Council. Messages between you and our Adur Tenants' Self Service On-Line computer system travel in a closed environment, so that no one else can read them.
FAQ : Why are these services not available to leaseholders?
Adur Tenants' Self Service On-Line requires rent accounts, which leaseholders do not have. It would not be possible to provide a list of repairs since leaseholders are responsible for their own repairs. However leaseholders can register repairs needed to communal parts of their building by going to www.adur.gov.uk/housing/repairs.htm and following the links.
FAQ : What happens if I forget my login details?
If you forget your password or mother's maiden name but still know your user reference you can follow the links and we will send an e-mail containing these details to the e-mail address you registered with us. If you forget your user reference (printed on the letter we send you when you register) you should telephone us on (01273) 263338.
FAQ : What should I do if my repair is an emergency?
If your repair is a genuine emergency (for instance if it may cause serious injury or be life-threatening, such as no heating in winter, or no electrics) you should telephone us during working hours on 0800 783 7150. Outside of working hours you should telephone our out-of-hours number, (01273) 263000. You may advise us of non-emergency repairs using your Adur Tenants' Self Service On-Line account at any time, or you can phone Adur District Council during working hours on 0800 783 7150.
FAQ : Why has Adur District Council made this service available?
We are following through the Government's electronic Government (e-gov) plan to make our services available electronically over the internet. In 2006 it was estimated that over two-thirds of the UK population had their own computer at home, and more had access via work, libraries or internet cafés. As people are increasingly used to receiving services on-line, we have chosen to provide similar opportunities to receive services on-line.
FAQ : I rent several garages from Adur District Council. Will I be able to view details for all these tenancies?
Yes. You will be able to view all your current tenancies, whether these are garages or dwellings.
FAQ : How much will it cost me to use these services?
You do not need to pay anything to use these on-line services.
FAQ : What happens if I move home and my tenancy number changes?
You will continue to be able to log in. You will only be able to view and add repairs to your current home. However you will be able to view your rent payments at both the former property and current property going back one year.
FAQ : Can I make a payment to my rent account on-line?
When you have logged in, you will see an option to 'Make a rent payment'. Select this followed by the 'Council rent' option and you can make a payment to us electronically. We accept most credit and debit cards, including Cirrus, Delta, Maestro, MasterCard, Visa, Visa Electron, Solo and JCB.
FAQ : How long does it take for new payments and charges to show up on my Adur Tenants' Self Service On-Line account?
Payments will normally show on your account the day after you made your payment. In the case of payments made with a PayCard at a PayPoint outlet, the payment may take one or two days longer, depending on when the retailer updates their computer system. As soon as a payment or charge shows on Adur's computer system, you will be able to see it on the Adur Tenants' Self Service On-Line web pages in your account details.
FAQ : I don't have a computer at home. Can I still use this service?
Yes. You can use computers in many local libraries, including at Lancing, Shoreham and Southwick. We have PCs you may use at the Civic Centre in Shoreham. You can also log in if you have a computer at work or at the house of a relative or friend - but make sure you get their permission first! Please note that you will need an e-mail address to set your account up.
FAQ : If I use this service and then don't have access to a computer, can I use my PayCard again?
Yes. Your PayCard is a separate facility that you can continue to use whether or not you use the Adur Tenants' Self Service On-Line account.
FAQ : Do I need to have an e-mail address to use this service?
Yes. We need an e-mail address to contact you if there is any query when you set up your on-line services account.
FAQ : What should I do if my e-mail address changes?
Log in to your Adur Tenants' Self Service On-Line account and select 'Change your details'. You can then update your e-mail address.
FAQ : If I see a mistake in my account what should I do to have it looked into?
If you see a mistake with your rent account, please get in touch in the first instance with either the Lancing local office (for Lancing and Sompting) - telephone (01273) 263380 - or the Southwick local office (for Shoreham and Southwick) - telephone (01273) 263370. If the mistake is regarding a repair, please get in touch with Adur's Maintenance team on 0800 783 7150. You can also send Housing On-Line an e-mail.
FAQ : Can I print my account details?
There is no specific print facility. However, you can print from Internet Explorer by going to File>Print (or use File>Print preview>Print to see a preview before you print). Alternatively, you may also take a screen shot and print this. (To take a screen shot of the window you are currently in, hold down the 'Alt' key and press the 'Print Screen' key. You can then open a new document in Microsoft Word or Word Pad and paste the screen shot in there - go to Edit>Paste. You can then print as normal from Word or WordPad.)
FAQ : If I request a non-emergency repair to my property on-line, what happens? Is it the same procedure as via the 'old route' or is there a new on-line route?
When you request a non-emergency repair, your details will be added to the computer system by a member of staff. Within 2-3 days, you will be able to view the repair when you log in to Adur Tenants' Self Service On-Line. If the name of a contractor is shown on the repair, you should receive an acknowledgement in the post within another 4-5 working days. If no contractor is shown, it is likely that you will be visited by an Adur Housing Inspector to assess the extent of the repair that is required. The process is the same as if you had logged the repair by telephone or in person.
FAQ : Will I still get rent statements from the Council in the post?
Yes, you will continue to receive rent statements as usual.
FAQ : Will I have to report repairs through by Adur Tenants' Self Service On-Line account from now on?
No. You may report a new repair to us using Adur Tenants' Self Service On-Line, by telephone or in person at the local offices in Lancing or Southwick. However reporting your repair on-line allows us to provide you with a better service.
FAQ : I am a temporary tenant. Am I still entitled to the same service as a permanent (secure) tenant?
If you are a resident in Albion Street, Southwick or Golden Sands, Lancing, the service you receive will be exactly the same as a permanent tenant. If you are a resident in a private sector leased property (a property that has been leased to the council by a private landlord until you are able to be housed in permanent council property) then we will have to contact the owner of the property before authorising any repairs. This may take an additional couple of days.
FAQ : I am a temporary tenant. Why does it say on some of my rent repairs 'max £50'?
This is because you are a tenant in a private sector leased property. The council will often pay for repairs up to the value of £50. If the repair will cost more than this, then the council has to contact the owner of the property to carry out the repair.
If none of these answer your question(s) then please contact :
- Council business matters, Tel : (01273) 263000 or send a general enquiry e-mail
- Website matters : Webmaster
