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repairs

Repairs and Maintenance frequently asked questions

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.

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

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 8 - 12 working days.  Please be aware that these timescales may need to be extended due to the nature of certain repairs.

emp supportEmployment support frequently asked questions

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

I'm not an Aspire Housing customer, can you still help me to find work?

Yes. Our Achieve  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

Can you help me to find a job?

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:

  • 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.

house-1Neighbourhood frequently asked questions

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
  • domestic abuse
  • vandalism and graffiti
  • abusive or threatening behaviour and language
  • loud or frequent noise disturbance

 

There are some things we don't usually investigate, they include:

  • Children playing
  • Parking issues
  • Noise which would be reasonably respected within a home

 

We investigate all concerns raised but if you choose to submit an anonymous complaint, the actions we can take will be limited.

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.

Who do I talk to about a nuisance neighbour?

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.

tenancy servicesTenancy services frequently asked questions

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.

Once you’ve found someone to exchange with;  you both need to complete a Mutual Exchange application 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.

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.

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.

money adviceMoney advice frequently asked questions 

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.

Paying by Cheque

Ideally the best way to pay your rent is to set up a direct debit, however if you'd prefer to pay by cheque please make them payable to Aspire Housing Limited. Unfortunately if they're not, our bank won't accept them and you may end up in arrears on your rent account.

Online through My account

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

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:

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

generalGeneral frequently asked questions

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.

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.

Complaints process

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 PM Training or Realise).

 

The Housing Ombudsman can be contacted at:

The Housing Ombudsman Service

PO Box 152

Liverpool

L33 7WQ

Telephone: 0300 111 3000

Email: info@housing-ombudsman.co.uk

Website: www.housing-ambudsman.org.uk

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.

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