Home Visit Programme

Home Visit Programme

We try to visit our customers once every four years. This visit helps us to check if customers need any additional support. Also, that we are managing our homes effectively. If you have any further questions, please contact us.

What Happens During a Home Visit?

We will complete a short questionnaire with you to ensure the details we hold on our system are accurate.  You will be asked to sign the form confirming the details collected are correct.
We will ask to look around your home and ensure that it is being looked after in accordance with your Tenancy Agreement.
At the home visit will: -
•    Check household member details
•    Identify support needs 
•    Signpost to other services if required
•    Check the condition of your home 

Who Will Come to My Home and When?

Any member of our Estuary Team may do this visit.  Generally, this will be a Housing or Income Officer.  
We normally give notice of the home visit, by letter or email.  Occasionally we may attend if we are in the local area, and you are due a visit.  

What Do I Need to Do?

  • Be available for the home visit.                                                                         

We ask if you are available as these are planned around other visits in the area. However, if the appointment is not convenient, we can rearrange it. We appreciate your cooperation in completing these visits in line with your Tenancy Agreement.

  • Have ID ready

We will ask for proof of identity for the tenancy holders, to check who is occupying the property. 
We will ask for two forms of ID for the tenancy holders. One ideally will be photographic, the other confirmation of the address.  
We will also ask you for the names and dates of birth of anyone else living with you. If we do not already have their details, we may need ID for them too.

Accepted Forms of ID and Proof of Address
Photographic ID Acceptable non-photographic ID Acceptable proof of address
Passport Birth certificate Utility bill (gas, water, electricity or landline telephone)
Driving Licence Adoption Certificate Financial statement (bank, building society, or credit card)
Biometric Residence Permit UK full old-style paper driving licence Council Tax statement
HM Armed Forces identity card Marriage or civil partnership certificate Benefit statement or original notification letter from Department of Work and Pensions (DPW) confirming the rights to benefit – for example, child allowance, pension (UK) **
ID cards carrying the PASS accreditation logo   HM Revenue & Customs tax notification (i.e. tax assessment, statement of account, notice of coding but not a P45 or P60) **
    Mortgage statement  **

** dated within the last 12 months

How We Store and Protect Your Information

If you want to know how we store your data and keep it safe, please see our Privacy Policy | Estuary. It also gives information on how we process your personal identifiable information.  You can request a hard copy of this document by contacting Customer Services info@estuary.co.uk or by calling 0300 304 5000.