An emergency repair is considered to be any fault which carries the risk of immediate injury or health risk to people or major damage to property.
An example of this could be a gas leak, a very heavy water leak (for example, the leak would fill a bucket or bowl in minutes).
We aim to deal with emergency repairs within 4 hours by either making safe or fixing.
It is important that if you consider your repair to be an emergency please don’t hesitate and call us on our 24/7 emergency line on 01782 635200.
Non-emergency repairs are things you can reasonably live with for a short time without immediate risk to your safety, security or health, for example, an internal door repair, a loose or damaged switch or socket, or plastering.
Non-emergency repairs will be carried out within 8 - 12 working days. Please be aware that these timescales may need to be extended due to the nature of certain repairs.
Yes. Our employment and skills team can support you in accessing training and work experience, and to gain employment. Our dedicated advisors tailor support to you, spending as little or as much time working with you as you need. Support includes:
Yes. The employment and skills team run a number of Job Clubs in the area on a weekly basis and are on-hand to help with:
Our laptops and internet are free to use and no appointment is necessary.
View our events page to find your nearest job club.
Please report criminal behaviour, including threats or acts of violence, to the Police by calling 999.
Examples of antisocial behaviour include:
There are some things we don't usually investigate, they include:
We investigate all concerns raised but if you choose to submit an anonymous complaint, the actions we can take will be limited.
You must be aged 17 or over to apply, and garages must be used for the storage of private motor vehicles only. To apply simply click on the link below to complete the application form.
Once your application has been received, garages will be allocated on a first come first served basis, with priority provided to people with a registered disability and those who live in an Aspire Housing property should there be multiple applications for individual sites.
Sometimes speaking to a neighbour about something that causes you concern can solve the problem.
Many people would prefer a conversation with their neighbour to receiving contact from their landlord explaining something they are doing is bothering someone else (potential action from their landlord) – and good neighbourhoods thrive through talking.
However, we are committed to tackling issues relating to anti-social behaviour, harassment and neighbourhood nuisance, so if you need to talk to us, get in touch. We will not share your details without your permission but in some cases, due to the nature of concerns raised, it may be quite obvious where these have come from.
We will ask for as much information as you can give so that we can fully investigate. If you are not willing to share these details, this may limit our actions to help resolve the issues.
Contact us to speak with your neighbourhood coordinator.
If you are suitably housed but would still like to move, you can swap your home using online mutual exchange service, HomeSwapper. The site lets you advertise your property and find someone under a different social landlord to swap with. As an Aspire Housing customer, your registration with HomeSwapper is free – once approved, you’ll be able to search and view matches.
Once you’ve found someone to exchange with; you both need to complete a Mutual Exchange Form.
Send this to Aspire Housing, Kingsley, The Brampton, Newcastle-under-Lyme, ST5 0QW for the attention of your neighbourhood officer.
Once received, the exchange can be considered and we’ll contact you to explain the next steps.
Call us on 01782 635200 within 24 hours of receiving your offer. If we don’t hear from you within 24 hours, the property will be offered to another customer.
The length of time before you receive an offer can vary. Once you’ve registered and placed your bids, a shortlist is arranged in order of eligibility banding – you'll receive feedback on your position once the shortlist has been made to find out how your application is being considered.
Paying your rent should be a priority.
If you miss any payments on your rent account this is known as being in arrears. It is important that any rent arrears are not ignored as they can build up to a large amount and become very difficult to pay off.
This is the most convenient way to pay your rent on a regular basis through your bank account. Setting up a Direct Debit is quick and easy. Simply login to My account to set one up online.
If you have a bank account but are unable to pay by Direct Debit it may be possible to pay on a regular basis by standing order. Please discuss this option with us. Direct debits are available weekly on Mondays or monthly on the 1st, 8th, 15th and 25th of the month.
Online through My account
Direct Debit is a really easy, practical and safe way to pay your rent:
Simply login and contact us through My account for more information. Alternatively you can create an account
There are 4 weeks each year where we do not add a rent charge to your rent account.
These are the last 2 weeks in December and the last 2 weeks in March.
If you pay by Direct Debit, the rent free weeks are taken into account when your payment amount is calculated, so that you pay an equal amount throughout the year.
Shared Owners rent is calculated on a monthly basis and therefore don't get any rent free weeks.
We’ll try to resolve any concerns you have raised quickly, and a colleague will be in touch to rectify the problem. However, if we are not able to resolve the issue we will log this as a formal complaint. We have a three-stage process for dealing with formal complaints:
Stage 1 – Formal complaints
Formal complaints are allocated to a specific person in the business who will contact you (either by phone, or face-to-face) to discuss your concerns. We aim to resolve all formal complaints within five working days and will write to you to confirm the result of our investigations.
If you’re not satisfied with our response, you have the right to appeal against our decision, within 14 days of our written response being sent to you.
Stage 2 - Appeals
Appeals against a complaint’s decision will be considered by someone who’s not been involved in the complaint (usually a Head of Service). They may contact you to discuss your complaint to find out why you’re unhappy with the original decision and to see if you have any further information. The decision of the appeal investigation will be final.
The Housing Ombudsman Service (HOS)
If they are not satisfied following the outcome of their appeal then Aspire’s Housing customers have the right to progress their complaint to the Housing Ombudsman Service. (This does not apply to customers of Achieve Training or Realise).
The Housing Ombudsman can be contacted at:
The Housing Ombudsman Service
PO Box 152
Telephone: 0300 111 3000