Frequently asked questions

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  1. How do I apply for a garage?

    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.

    Garage application form

    1. Neighbourhood
    2. Tenancy Services
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  2. How do I report ASB (Anti-social behaviour)?

    You can report anti-social behaviour online using our online form or simply call us in confidence.

    Please report criminal behaviour, including threats or acts of violence, to the Police by calling 999.

    Examples of antisocial behaviour include:

    • fights and arguments in the street
    • dog fouling or excessive barking
    • overgrown and untidy gardens, dumped rubbish, lack of care for home
    • theft and other crimes
    • drug and alcohol abuse and drug dealing
    • problems with car parking
    • vandalism and graffiti
    • abusive or threatening behaviour and language
    • loud or frequent noise disturbance
    • bad or thoughtless parking
    1. Neighbourhood
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  3. How do you tackle ASB (Anti-social behaviour) ?

    We utilise a variety of actions to resolve incidents promptly and effectively, often working in conjunction with partners and specialist agencies, our actions may include:

    • written or verbal warnings
    • Acceptable Behaviour Contracts (ABCs)
    • professional mediation
    • Anti-Social Behaviour Orders (ASBOs)
    • notice seeking possession
    • professional witnesses
    • eviction
    • specialist in-house solicitor
    • rubbish and graffiti removal
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  4. When are your Great Get Together events?

    Our Great Get Together events bring the whole community working with local partners to provide access to services and advice. For more information about our upcoming events please visit our events page.

    View events

    1. Neighbourhood
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  5. Can you help to clear / tidy away leaves?

    Unfortunately, we do not offer this service. 

    1. Neighbourhood
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  1. What is an emergency repair?

    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.

    1. Repairs and maintenance
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  2. What am I responsible for repairing and maintaining in my home?

    • Keeping the inside of your home clean and in good condition
    • Keeping gardens and communal areas clean and tidy. This includes maintaining grass, plants and tree branches within the property boundaries so as not to cause a nuisance to other customers
    • Undertaking minor repairs
    • Avoiding doing anything which may result in blockages to pipes and drains (e.g. disposing of fat, oil, sanitary products, nappies etc. down toilets or in sinks)
    • Using fixtures and fittings for the purpose for which they were intended (e.g. not using worktops as chopping boards etc)
    • Replacing/repairing toilet seats if broken or damaged
    • Replacing or repairing door bells if damaged or broken (unless a door entry system)
    • Replacing or repairing shower heads
    • Replacing light bulbs (unless in communal areas)
    • Taking responsibility for internal and external pest control, including vermin removal (rats or mice in the dwelling), wasp/bees nests and de-infestation.
    • Making lifestyle changes necessary to resolve instances of condensation such as not drying washing indoors or leaving extractor fans switched off. Where condensation is the likely cause of any reported dampness, Aspire will advise tenants of the action they need to take to deal with the problem and prevent further incidences
    1. Repairs and maintenance
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  3. What does an emergency repair include?

    • No power to the property
    • Gas leaks
    • No heating completely (1 November to 31 March only)
    • Blocked toilet  (you could be charged if the reason for toilet being blocked is due to nappies or other inappropriate materials having been flushed down them)
    • Water leaks – depending on severity
    • Property not secure due to damage to ground floor windows, making them easily accessible or an insecure external door
    • Tenant cannot gain access to the property due to lost keys (customers will be charged for or for the costs of lock replacement due to lost keys)
    • Fire alarm or smoke detector failure
    • Lifts not working
    • Communal lighting not working in flatted blocks

    If you have an emergency repair call our 24/7 line on 01782 635200

    1. Repairs and maintenance
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  4. What is a non-emergency repair?

    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 eight to ten working days.  Please be aware that these timescales may need to be extended due to the nature of certain repairs.

    1. Repairs and maintenance
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  5. How do I Pressurise a Vaillant ecoTEC plus Boiler?

     

    1. Repairs and maintenance
    2. How To Guides
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  1. Do you have any job vacancies?

    You can view our current vacancies here.

    1. Employment and Skills
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  2. Can you help me to find a job?

    Yes. Our employment and skills team run a number of Job Clubs in the area on a weekly basis and are on-hand to help with:

    • Job searching
    • CV writing
    • Job applications
    • Interview preparation

    Our laptops and internet are free to use and no appointment is necessary.

    View our events page to find your nearest job club.

    View events

    1. Employment and Skills
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  3. Can you support me with learning or careers?

    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:

    • CV writing
    • Confidence building
    • Job searching
    • Work experience
    • New skills and training

    Visit the employment and skills page for more details

    1. Employment and Skills
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  4. I'm not an Aspire Housing customer, can you still help me to find work?

    Yes. Our PM Training employment and skills team supports local people through a number of different work programmes which can help you find employment and training opportunities. Find out more about employment and skills here

    1. Employment and Skills
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  5. Do you run any job clubs I could attend?

    Through PM Training, our employment and skills team provide weekly job club sessions at various locations to support people into work helping with CV writing, job searches and how to overcome barriers to employment. View our events page to find your nearest job club.

    View events

    1. Employment and Skills
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  1. How do I apply for a mutual exchange?

    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.

    Find a home

    1. Lettings
    2. Tenancy Services
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  2. Can I mutual exchange?

    Yes, if you are a tenant with a social landlord, you can register with HomeSwapper for a mutual exchange. To do this you will need:

    • To have been a tenant for 12 months or more
    • Have a clear rent account
    • Have no ongoing anti-social behaviour (ASB) cases
    1. Lettings
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  3. What is a transfer?

    If you have been an Aspire Housing tenant for 12 months or more, you may be able to request a move to another Aspire property through HomeHunt – this is known as a transfer.

    Register with HomeHunt

    1. Lettings
    2. Tenancy Services
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  4. How long does it take before being offered an Aspire Housing property?

    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.

    1. Lettings
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  5. I’ve been offered an Aspire Housing property – what do I need to do?

    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.

    1. Lettings
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  1. How can I pay my rent?

    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.

    Direct Debit

    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

    You can pay by debit/credit card through My account. Simply login and choose make a payment.

    1. Money Advice
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  2. Can I get help with paying my rent?

    Yes - if you are having difficulities in paying your rent, simply login to My account and send us a message. A member of our Money Advice team will be in touch with you. You can also seek advice from:

    Login to My account

    1. Money Advice
    2. Tenancy Services
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  3. Why should I pay by Direct Debit?

    Direct Debit is a really easy, practical and safe way to pay your rent:

    • Payments are made automatically and securely, so your rent is never forgotten, lost in the post, or delayed
    • It helps with budget planning as you know exactly how much is being paid and on what date
    • It's simple to set up

    Simply login and contact us through My account for more information. Alternatively you can create an account

    1. Money Advice
    2. Tenancy Services
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  4. What is my rent balance?

    Your rent balance can be viewed through My account. Simply create an account, login and click on 'My rent'. If you are logged in already click here

    1. Money Advice
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  5. Is it safe to pay my rent online?

    The Aspire Housing website is safe to use card payments. Always check that before you type your card details the site is secure. Look out for a small padlock symbol in the address bar (or elsewhere in your browser window) and a web address beginning with https:// (the s stands for 'secure'). The entire Aspire Housing website is https:// secure so you can have peace of mind that your data and information is safe.

    1. Money Advice
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  1. When are the rent free weeks?

    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.

    1. General
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  2. What is Shared Ownership?

    A: Shared Ownership, also known as 'part rent, part buy', is a scheme funded by the government, housing associations and local authorities, which provides a stepping stone to complete home ownership.

    When you buy a Shared Ownership property, you make a monthly mortgage payment for the share you own, and a subsidised rent payment on the share which is owned by the housing provider.

    The scheme has been designed to enable you to buy a property which you can afford. The combined monthly mortgage and rent payments are often less than if you were to buy a home outright, or not much more if you were renting.

    Over time, you can buy a larger share in the property until you own it outright - this process is known as 'staircasing.'

    1. General
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  3. I registered for 'My account' but had to leave the page to get information. Where do I go to validate my details?

    Click on Login.   Add the details that you’ve used for step one of the registration (your email address and password) and you will be taken back to the validation screen where you can confirm your date of birth and tenancy reference number. Your tenancy reference number may appear with a space and then a further number.  You don’t need to type in the number after the space or any 0’s  

    1. General
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  4. What is my tenancy reference number and where can I find it?

    Your tenancy reference number is your unique account number with Aspire Housing. This can be found on any rent statement we have sent you. 

    This can be found in My account, simply login. If you are unable to login, you can contact us here.

    1. General
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