Customer information

How can we help? You'll find a wide variety of customer information here, and if you can't find what you're looking for please contact us.

Report a Repair


We're responsible for items that were in your home when you moved in, have since been installed by us, the structure of the building and most external works within the boundary of the property. 

If your repair is an emergency, please call 0800 318 259 (24hr - 7 day a week number).

To report a routine repair call: 0300 303 9848

You can also report a repair via Facebook or on the form below.

Report a Repair

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All repairs are allocated a priority level:

  • Responsive Repairs: These are undertaken on a priority basis based on the nature of the report.
  • Emergency Priority One: We aim to complete these within 24 hours.
  • Routine Priority Three: We aim to complete these within 28 days and are non-emergency.
Repairs Appointments

When reporting a repair we will provide you with an appointment date and time slot convenient to you and our Customer Support Assistants will discuss your requirements in detail.

The time slots that we are able to offer are:

  • All Day – This appointment will be attended to at some time during the working day, from 7.30am (with customers agreement), if not between 8.00am to 5.00pm.
  • AM – This appointment will be attended from 7:30am (with customers agreement), if not 8.00am to 12.00 midday
  • PM – This appointment will be attended to between 12:00 midday to 5.00pm
  • School Run – This appointment will be attended to between the hours of 9:30am and 3:00pm, and is used to accommodate customers who need to drop off, and collect children from school.
  • Programmed Repairs: For work that will take more than four hours to complete, we will draw up a timetable with you with a target completion time not exceeding one year from when it was reported.

Please note Priority One repairs are for emergencies only and if any repair requests are found not to be a genuine emergency, then you may be charged for the works. Likewise, any repairs that are deemed to have been requested as a result of damage caused by you, you may also be charged for them.

Paying Your Rent

We have several options to make paying your rent as easy as possible:

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Direct Debit

Direct debit is a cost effective and trouble free way of paying rent from your bank account. You can now pay on any day of the month.

Download the form here and email or post it back to us.

24 Hour Automated Payment Line

Have your 10 digit rent/garage reference number and a debit/credit card available then call our 24 hour automated payment line on 0300 303 0309. 

If you need to speak to someone you can contact us during office hours.

Online Payment

You can pay your rent through our ihousing tenant portal.

If you have not registered for iHousing before, fill out the short form below and we will send you log in details:

iHousing Application

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Rent Payment Card

You can pay with cash, debit card or cheque at any Payzone or Post Office using your rent payment card. 

If you want to pay at a Payzone or the Post Office but don’t have or lost your rent payment card card call contact us and we can order you a new one. 

Housing Benefit & Universal Credit

Currently the housing benefit and Universal Credit system is complicated. If you need any help, support or advice contact our Money Matters Team 

Support & Wellbeing Service

The Support & Wellbeing Team is dedicated to enabling and empowering individuals living in our properties to remain in their home and become self reliant.

SAW logo We offer assistance to customers trying to overcome difficulties they are having in their lives and provide a free, friendly, confidential service in your home (or other preferred location). We also offer information, advice, support and guidance to people who require help in managing their tenancy with us and other related issues.

How to ask for help:

To make a self-refferal (or a referral on behalf of any Trust tenant), download the Referral form 18-19.doc [doc] 398KB and either email or post the completed referral to us.

What happens if I ask for help?

After we receive the referral, we will make a decision about whether we can help you or whether we need to refer you to another service. You will be contacted within seven days of us receiving the referral and we aim to see you within a month if we have offer support. If your referral is deemed to be urgent, we will come to see you as soon as possible.

When we visit you, we will complete some paperwork with you to help identify your support needs. We will then discuss the best ways to address your support needs and develop a support plan together. This is a document agreed between you and your support worker. It is individual to your circumstances and will be regularly reviewed with your support worker to meet your needs.

The amount of support you receive and the length of time you receive it will depend entirely on your situation and what help you need. The aim of your support is to enable you to become self reliant in your home - it is continually assessed and is dependent on your commitment. The service is entirely confidential and we will not pass on your information unless you give us specific permission to do so. For more information, consult the Privacy Statement on the reverse of the Referral Form.

If you have any queries, call us on 01606 813300 or email us.

Anti-Social Behaviour

What is ASB?

It is something which isn’t a crime but which could cause housing-related nuisance or annoyance to anybody living in one of our homes.

What isn’t ASB?

  • Normal living noises at reasonable times of day.
  • Children playing in a garden or a public space.
  • Gossiping about a person or staring at them.
  • Posts on Social Media. This isn’t housing related and we will advise people on how to report abuse to the media provider.
  • Parking on the grass. We don’t own most of the grass verges, so we cannot stop people doing this.
  • Criminal Activity. This should always be reported to the Police first. If anybody is found guilty of a crime committed in or around one of our homes then we will look to see if we can take action against their tenancy.

What should I do?

  • Tell us. We will take a report from you by way of any method you like, email telephone, our website, anything. Just let us know which one you want us to use for our reply.

What will happen?

  • We will listen to you. We can discuss what you would like to see done and we can explain what we can do.
  • We aim to empower people to deal with things themselves. If neighbours fall out we know that if they agree a solution between themselves it sticks faster than anything we impose.
  • We will give advice on how to speak to your neighbour, or offer to set up a meeting between you.
  • If that doesn’t work then we will look at other ways, such as issuing a warning or looking for a written commitment about future behaviour.
  • If that doesn’t work then we will look at all the legal powers available to us and select a course of action which will bring relief to the situation in the shortest possible time.
  • We will always provide support all the way through for you, we will agree how often we will contact and update you.

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