Repairs and Maintenance frequently asked questions

What is an emergency repair?

We classify emergency repairs into two categories;

  1. Immediate danger (we will attend within 4 hours)

Note: Repairs in this category includes repairs such as: fire, serious floods, structural damage, CO alerts, gas leaks, unsafe electrical fittings, unsafe gas fittings.

This category is for repairs where there is an immediate danger to the health and safety of the occupant or risk of serious damage to the property if swift remedial action is not taken. Whilst every effort will be made to undertake a full repair when responding to any repair request, this may not always be possible for an immediately dangerous situation and the remedial action taken may be to turn off the water, gas or electric to make a property safe (dependent on circumstance) and a further repair visit for follow on work may be required. These types of repairs can only be reported via telephone.

  1. Emergency repair (we will attend within 24 hours)

Note: Repairs in this category includes repairs such as: total loss of power, communal lighting not working, insecure properties, no hot water, no heating, blocked toilet or drains, fire alarm failure.

An emergency repair may be required when a more urgent response is necessary but there is no immediate danger to the occupant or property, generally these types of repairs will cause a higher level of inconvenience for the customer compared to a routine repair and can only be reported via telephone.

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?

We classify non-emergency repairs into two categories;

  1. Routine repair (within 28 calendar days)

Note: Repairs in this category includes repairs such as: containable water leaks, toilet not flushing, dripping taps, shower not working, internal doors and woodwork, patch plastering.

A routine repair is non-urgent work carried out to maintain our customer’s homes or a component in it, until the next cycle of planned programme. Most repairs will fall into this category considering they do not carry a risk of danger to the occupant or serious damage to the property and can be reported via the self-service website, live chat, telephone, email, and letter or through Aspire colleague’s customer’s homes.

  1. Major repair (within 90 calendar days)

Note: Repairs in this category includes repairs such as: path/driveway replacement, groundworks, major roof repairs, external brick wall repair or replacement, large plastering works, guttering works.

This category is for our large repair works and is generally considered to be any repair which will take longer than one day to complete and/or may form part of a planned programme of works. These repairs will require a pre inspection to ascertain materials, labour hours and any specialist equipment such as machinery or scaffolding requirements.

Employment and skills 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 employment and skills team supports local people through a number of different work programmes which can help you find employment and training opportunities. Contact us using the form at the bottom of this page or visit the team Monday to Friday at The Workshop in Newcastle-under-Lyme's town centre. 

Can you help me to find a job?

Yes. The Employment and Skills team run a number of Aspire to Work drop-in events within the local areas on a weekly basis, and is on hand to help with:

  • Job searching
  • CV writing
  • Job applications
  • Interview Preparation

Our service is free to use and no appointment is necessary.

View our events page to find your nearest drop-in event

Neighbourhood 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?

Unfortunately we are not currently allocating garages at the moment.

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 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 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 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.

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

General 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

For information about our complaints process, please visit our Compliments, Comments & Complaints page here:

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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