We classify emergency repairs into two categories;
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.
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.
We classify non-emergency repairs into two categories;
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.
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.
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. 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.
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:
Our service is free to use and no appointment is necessary.
View our events page to find your nearest drop-in event
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.
Unfortunately we are not currently allocating garages at the moment.
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 ten 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