February 2026 Housing Choice Voucher Program Resident Newsletter
Table of Contents:
CEO Message – Listening and Leading
Feature Story – Housing Program Specialist
Community Connect – Heat-Up St. Louis
- 2025 Customer Service Survey Results
CEO Message
Listening and Leading
Dear Residents,
As we move through February, I want to take a moment to thank you for being part of the County Housing community. We truly appreciate the opportunity to serve you through the Housing Choice Voucher program, and we value the partnership we share with each of you.
We know that having a stable place to call home provides more than just shelter — it brings comfort, security, and peace of mind. Our team remains committed to supporting you in finding and maintaining safe, affordable housing, and to providing clear communication and guidance along the way.
As we continue forward together, I encourage you to stay connected with your Housing Program Specialist and to let us know promptly about any changes in income or household size. These updates help us ensure your assistance continues smoothly and without interruption.
Thank you for placing your trust in County Housing. We are committed to listening, learning, and supporting you every step of the way on your housing journey.
Warmly,
Shannon Koenig
Executive Director & CEO
County Housing
Feature Story
New Tool to Help You Connect with Your Housing Program Specialist
We’re excited to introduce a new, easy-to-use resource for Housing Choice Voucher (HCV) residents — the Housing Program Specialist Look-Up Tool, launching this month on our website at countyhousing.org.
This new tool gives you a simple way to find out who your assigned Housing Program Specialist is in real time, ensuring you always have the most up-to-date information. Whether you have questions about your voucher, paperwork, inspections, or next steps, you’ll know exactly who to contact.
Why we created this tool
- Assignments can change, and we want to make sure you always have accurate information
- It reduces confusion and helps you connect with the right person faster
- It gives you direct access to the specialist assigned to your case
How it works
Once the tool goes live, you’ll visit countyhousing.org/ and enter the requested information to view your currently assigned Housing Program Specialist. No phone calls or guesswork required.
We’re excited to offer this new feature as part of our ongoing commitment to improve communication, transparency, and service for our residents. Be sure to check out the Housing Program Specialist Look-Up Tool when it launches later this month!
If you have questions or need assistance, our team is here to support you. Housing Program Specialists are in the office three days a week; you can find your specialist’s in-office days in their email signature. Please note that walk-in visits are not recommended—appointments should be scheduled in advance with your Housing Program Specialist.
Admin Plan Updates
A Quick Reminder for HCV Participants
This summer, County Housing shared updates to the Housing Choice Voucher (HCV) Administrative Plan. These updates help ensure our programs remain fair, consistent, and in line with federal requirements. We want to take a moment to reiterate a few of those changes as a reminder for participants.
Key reminders include:
Live-in Aides:
Families with a live-in aide must now submit verification showing the aide is still needed at each annual recertification. Previously, this verification was only required when the aide was first added to the voucher.Exceptions to Unit Size:
If your household has an approved exception to the standard unit size, this exception must now be re-verified annually at recertification, rather than only when the unit size first changed.Homeownership Program Inspections:
Participants in the HCV Homeownership Program will now have their home inspected every other year. Previously, only initial inspections were required for homeownership.
These updates were included in the Administrative Plan changes shared over the summer and are being highlighted again to help ensure everyone is prepared for their next recertification or program review.
If you would like to learn more about these or other HCV policies, we encourage you to review the full HCV Administrative Plan, available on our website or by contacting your Housing Program Specialist.
Safe & Sound
Winter Safety Tips
Cold weather can bring additional risks. Please remember to:
- Keep heat on at a safe temperature to prevent frozen pipes
- Report maintenance issues to your landlord right away
- Keep walkways clear of ice when possible
Your safety is important to us.
Community Connect
Supporting Our Community Together
At County Housing, we know that staying safe and comfortable at home goes beyond housing alone. That’s why we’re proud to partner with Heat-Up St. Louis, a local nonprofit dedicated to helping individuals and families stay warm during the winter months.
Heat-Up St. Louis provides assistance to eligible households who are struggling to pay their heating and cooling bills, helping prevent utility shutoffs during extreme weather. Their work helps ensure residents can remain safely in their homes when temperatures drop.
If you are experiencing difficulty paying your heating or cooling bill, support may be available. We encourage you to reach out to Heat-Up St. Louis to learn more about eligibility and how to apply for assistance.
2025 Customer Service Survey Results
Thank You For Sharing Your Feedback
In November of 2025, County Housing invited Housing Choice Voucher (HCV) participants to complete a Customer Service Survey. We appreciate everyone who took the time to share their experiences and feedback. Your responses help us better understand what is working well and where we can continue to improve.
Overall, survey results showed that many participants value the support they receive from County Housing staff and appreciate timely assistance with questions related to their voucher, recertification, and program requirements. Participants also shared that clear communication and respectful interactions are important to them.
At the same time, the survey highlighted opportunities for improvement, particularly around communication, response times, and ensuring information is easy to understand. This feedback is helping guide internal conversations and future efforts to improve service and strengthen communication with HCV participants.
County Housing is committed to using your feedback to continue improving how we serve our residents. We will keep working to provide clear information, responsive service, and consistent support throughout your time in the HCV program.
Thank you again for helping us make County Housing better for everyone.
Updates & Announcements
The County Housing office is open and available to serve you! Our lobby is open Monday through Friday from 9:00 a.m. to 4:30 p.m. We recommend scheduling an appointment in advance if you wish to meet with your Housing Program Specialist to ensure they are available to assist you.
HAP Payment Schedule
The Housing Assistance Payment (HAP) schedule outlines when payments are issued to landlords each month. We encourage landlords and participants to review the schedule to better plan for upcoming payments and avoid confusion. The most up-to-date HAP payment schedule is available here.
County Housing 2026 Holiday Schedule
- Presidents Day – Monday, February 16, 2026
- Memorial Day – Monday, May 25, 2026
- Juneteenth – Friday, June 19, 2026
- Independence Day (Observed) – Friday, July 3, 2026
- Labor Day – Monday, September 17, 2026
- Veterans Day – Wednesday, November 11, 2026
- Thanksgiving Day – Thursday, November 26, 2026
- Day after Thanksgiving – Friday, November 27, 2026
County Housing will be closed from Friday, December 25, 2026, through Friday, January 1, 2027, and reopen on Monday, January 4, 2027.
