Housing & Neighbourhood Services

If you have any queries about your tenancy, rent or community, our Housing & Neighbourhood Service is here to help.

The Housing and Neighbourhood Service is currently still operating the majority of its services to tenants, although there are some minor changes as a result of the Coronavirus:

  • If you fail to pay your rent we will continue to contact you by telephone, email or letter. We have an interim process in place to deal with residents who fail to pay their rent, this includes enforcement action such as serving a Notice of Seeking Possession and following the lifting of court restrictions at the end of September 2020 we are now able to commence possession proceedings.  However, seeking recourse through the courts will always be the last resort for us and we have strict internal controls to ensure this is only done when absolutely necessary. Our focus will be on providing our residents with support and advice to ensure they can manage and bring under control any rent debt.
  • Rent payments must continue to be made but if you are having problems paying we will provide you with budgeting and welfare benefits support, you can also seek advice on Universal Credit here.   
  • If you have been directly affected by the pandemic and are in financial crisis you may be eligible for an emergency grant https://www.runnymede.gov.uk/article/19687/Emergency-Assistance-application or a Test and Trace Support Payment https://www.runnymede.gov.uk/article/19701/Test-and-Trace-Support-Payment-Scheme
  • Officers will generally contact tenants by telephone, email or letter. Home visits will not take place. This may cause delays processing some things like right to buy applications and mutual exchange applications where it is necessary as part of the process to undertake an inspection of the property.  
  • Property valuations associated with right to buy applications, shared ownership stair casing or leasehold extensions are currently continuing to operate but these services are contracted out and may be subject to change dependent on the policies of the company providing these services.
  • We will not be able to operate estate inspections at this time but residents can still contact the relevant Area Housing Manager to report issues or contact tenancy.management@runnymede.gov.uk and we will respond to this as appropriate based on resources available.
  • There will not be scheme managers in our independent retirement living schemes but regardless all residents will receive a daily welfare call by telephone. Our cleaners will continue to visits schemes to undertake essential touch point cleaning and we will ensure that all our schemes have Covid safe signs and floor markings in place where appropriate.
  • If you are a new tenant signing up for a property you will have a shortened sign up in our office at Surrey Towers. You will receive a letter prior to the sign up with a list of Covid safety measures that will be in place, it is essential you follow any instructions we provide. We will then phone you within 28 days to ensure you have moved in and support you with any issues that have arisen since the start of your tenancy.
  • You can continue to report anti-social behaviour concerns through the website, email, in writing or by phone. We will not be undertaking visits at this time to either victims or perpetrators of anti-social behaviour but our service will continue to operate remotely.  We will liaise and seek support to address concerns from partner agencies, such as the Police and we will continue to make referrals to mediation and coaching services. Where necessary and in response to serious proven anti-social behaviour we can and will continue to seek recourse through the courts, this may include seeking an injunction or undertaking possession proceedings but we may also rely on measures such as Community Protection Warnings and Notices. More information can be found here (https://www.runnymede.gov.uk/article/11563/Problems-with-neighbours)

The purpose of the Housing & Neighbourhood Services Team is to:

  • Manage our current tenancies,
  • Manage our properties,
  • Manage our estates (including caretaking),
  • Ensure sustainable neighbourhoods,
  • Provide support to our tenants,
  • And, where necessary, undertake enforcement activities.

Please see the table below for a guide to who covers your area:

AreaArea CoveredOfficer
1Egham, Englefield Green & Virginia WaterRebecca Reay
2Chertsey & EghamPaul Parsons
3Addlestone & ChertseyRapinder Sangha
4Addlestone, New Haw & OttershawNicola Polhill

The Area Housing Managers report to Senior Area Housing Managers. Please see the table below for a guide to who manages your area:

AreaSenior Area Housing Manager
North (1 & 2)Colleen Straver
South (3 & 4)Natasha Roberts