Housing Systems: Combating poverty and sustaining tenancies.

Query Service
In the rare event that you can’t find the answer to a particular question on the website ...

....or perhaps you have a more complex case...

....or you aren't happy with the response you’ve received from the DWP or Local Authority...

...then you can email your query to us.

We will respond as quickly as we can - when busy this could take up to one working day.

If you are a member and would like to send us a query - just email it to:


Your Queries User Guide


Our query service is available to any member of a subscribing organisation and any member of an organisation undertaking a trial, during their trial period.

If you have a complicated case, or you cannot find the information you need on our website, you can email a query to info@housingsystems and we will get back to you as soon as we can. Note that we do not answer queries by telephone.


We aim to respond within 24 hours in a working week.

If you do not receive a reply within 48 hours in a working week please get back to us – as something must have gone wrong, eg the email hasn’t reached us.

Your Query

Please provide as much information as possible such as what benefits the customer is currently claiming and where relevant, their household and health circumstances. We may need to ask further questions.

Please note we can only answer questions about welfare benefits so we will not be able to comment on issues related directly to tenancy law or immigration status.

Please do not give out our email address or forward our replies to customers: if they send a question to us, we will not be able to answer them. Our query service is only for you: our users.


Please do not include information that could identify a claimant, for example name and address, date of birth, NI number.

Although you may have the claimant’s agreement to share their information, we do not have their agreement to keep it, therefore this constitutes a GDPR breach meaning we have to delete the email and ask you to send it again, redacted. We also have to notify our main contact at your organisation.
Note this applies to attachments as well as to the email message itself.


We aim to answer your queries as fully as possible; sometimes this will be directing you to information on the website, sometimes we may need to do further research.

If it will involve a considerable amount of work on our part such that it constitutes consultancy (for example assisting in preparing an appeal submission) then we will need to discuss this with your organisation to arrange an appropriate fee.


We provide advice in our queries and on the website pages to the best of our ability, making reasonable endeavours to ensure the accuracy of the information provided.
For more detail please see our
Terms and Conditions.
If you notice an error on the website please let us know and we will correct it immediately.




Time Saving
"It's so good knowing I can email you and get such a speedy response. you always give such great advice. makes my job a lot easier.”
Accord Housing Group
Fab Service
“I really appreciate how prompt and detailed your responses are when I email a query." 
London Strategic Housing