Spelthorne Housing Register / Search Moves

Customers who have applied to the Spelthorne housing register may have received an email in error.

An email was sent out on the evening of 10 April 2018 stating that people on the Housing Register had failed to re-register, and that their housing application had been cancelled as a result. We are aware that a number of people who have already re-applied have received this email in error.

We are currently working with our IT supplier to identify affected applicants, and we will be in touch in due course to confirm the status of their housing application.

We sincerely apologise for any distress caused. We are working on putting this right and we will let those affected know when we have done this.


Further explanation:

The Council asked people to re-apply to the housing register from 12 March 2018 because of a change to the way we assess people for social housing.

We have a third party software provider who host and support our housing register. They were instructed by us to email those of our customers on the register who had not yet completed the application form to re-register.

Unfortunately, due to a technical error their end, our IT provider sent the email to all customers on the housing register, including those who had already re-applied, telling them that their registration would be cancelled. This understandably caused a lot of concern and we acted very quickly to put this right. The technical error was corrected by mid-morning today, messages were put out on our website and social media, and responses were sent to all those who emailed the Council with their concerns.

We have asked our IT provider to send a follow up email to those who have already re-applied to apologise for their error, confirm that we have received their application and to explain what happens next.