I'm struggling to reset 'My Account' password

We've recently changed 'My Account' on our website portal. For security, you will need to reset your account password, if you need some help try watching this video

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. 

What is Shared Ownership?

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.'

Do you offer shared ownership homes?

Properties can be viewed on our shared ownership brand website here

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 Achieve 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.

What time are your office and phone opening times?

View our Contact us page for our office and phone opening hours.

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

When registering on 'My Account', you now enter your Tenancy number, along with the rest of your details, on the same page. 

Once submitted, your account will be live! 

When I try to log into 'My account' online I get a message “We’re sorry, the details you entered don't match our records, please check them and try again” ?

You need to use your email address to log into your online 'My account'. Check that the email that you’re using is the one that you registered with and that it is typed in correctly.

Fields are case sensitive – Check that you are using the correct capitals and lower case letters.

If two people use the same email address to register for a 'My account', the duplication means that it won’t be recognised.  Your 'My account' will accept joint registrations but you need to use separate email addresses. If you need any help with this please contact our customer excellence team on 01782 635200.

I have registered for 'My account' online but can’t see any information?

When registering for 'My Account', you need to enter your details in the fields provided and submit them. 

If your details are all correct, your account will then be live. 

I can’t see the payment that I’ve made online in 'My account'

Payments made online should appear on your 'My account' within 24 hours. Payments can take a few days to be processed if you have paid in a different way. 

When I try to log in, I get a message “Too many failed login attempts, your account has been locked”

If you use the wrong password 3 times, you will be locked out of your account for 15 minutes.

Do not try to reset your password while your account is locked out.  If you do, another  15 minutes will be added to this time.

If you know the correct password, wait until the lockout time has ended and try again with the right details.

If you do not know the correct password; wait until the lockout time has ended and then reset your password.

Can my friend or family speak to you on my behalf?

Yes - you can request a personal representative. We need to know which areas of your tenancy you would like us to be able to discuss with the person you choose.

You need a password set up against your tenancy, which you’ll need to share with your representative.

We ask for a password for security reasons, so that we can protect your information. To find out more about this, take a look at our Privacy Statement.

If your circumstances change and you no longer wish to have somebody act on your behalf, please let us know and we’ll remove them and change your password.

You can use Live Chat to set up a representative, or, if you’d prefer to speak to us over the phone, just drop us a call.

If you’d prefer to complete the form, you can post it to us. Find our address here.

You could also scan and email the Personal Representation Form to us at enquiries@aspirehousing.co.uk 

Can I fit a cat flap?

You can ask for permission for an alteration by logging into your account and sending us a form, but we may say no. 

This is because if your door has been fitted recently, a cat flap may invalidate the warranty.  

Doors are also expensive to replace should someone else move in after you, who does not have a cat.

When I try to log in, I get a message “Your Password has expired”

Please contact us on 01782 635200 and a member of our customer excellence team will be able to help you.

My bins haven’t been emptied, what is the council telephone number?

Newcastle-under-Lyme Borough Council is responsible for bin collections across the borough.  You can find out more about their collection services on their website.

I have tried to validate 'My account' online but I am getting this message; We’re sorry, we’re experiencing an unexpected error. Please try again or contact us on 01782 635 200”

Sometimes a connection problem lasts just a few seconds, waiting for a moment and trying again can resolve the problem.

If not, check your internet connection is working and then try again.

Please call us on 01782 635 200 if the problem continues.

I’ve used the “Update my details” option in 'My account' to change my personal profile, but I can’t see the change.

You may need to log out of 'My account' and back in to see the change.

I’ve tried to reset my password but have not received an email.

The email that you are expecting is from xxxx

We will only send you a reset email if you have asked for it to be sent to the email that you have registered to your account.  We will not send a reset email to a different email address.

Check that your reset email is not in your spam or junk folders.

Once you have received your email, use the reset link within 24 hours or it will expire.

When I click on the link in the password reset email, it doesn’t take me to the reset form.

Versions of Microsoft Outlook from before 2011 can alter the link.  To correct it, try this:  Right click on the link in your email. Copy this address and paste it into the address bar of your browser.

When I view my personal profile online, there is some missing information.

You can use the “Update my details” option to add or change the information in your personal profile.   We do ask for supporting information before you can make some changes, like changing your surname.  For more information on these types of changes, use the “Contact Us” form to get in touch. 

How can I change or reset my password on 'My account' online?

Go to the Login screen and select “Forgot Password”.  You need to use the email address that you registered with.  Once you receive your reset link, you need to use it within 24 hours. 

If you are already logged into your account online and you want to change the password, Log out and then go back to the Login screen to click on “Forgot Password”.

I can’t see the repair that I have just logged through My account.

Your repair will appear straight away in “My Repairs”.  Your appointment will take a little longer.  Please wait for 60 minutes for these details to show.

I have tried to validate My account online but I am getting this message; “We’re sorry, your details don’t match our records, please try again’ ?

To validate your 'My account', you need to be a tenant and have a tenancy reference number.  This step of the registration is not possible if you do not have a tenancy reference number.

Why do you need my national insurance number?

National Insurance Numbers are provided to Aspire Housing at the tenancy application stage as a unique identifier and forms part of the verification process for renting a property.

How to make a complaint

We work hard to provide the best possible service for all our customers and really value your feedback as a way of reviewing and improving our services. However, we accept that sometimes things can go wrong and customers may want to make us aware of a problem.

There are a number of ways you can contact us:

  • Online – use the ‘Contact Us’ form on our website or your online account, or use our Customer Feedback Form
  • Via Live Chat – the Live Chat service is available Monday to Friday 10am to 4pm
  • By email – either use the link on the ‘Contact Us’ page on our website or email us at enquiries@aspirehousing.co.uk
  • By telephone – 01782 635 200 - our lines are open Monday to Friday 8am to 5pm
  • By letter - Aspire Housing, Kingsley, The Brampton, Newcastle-under-Lyme, ST5 0QW

Please let us know if you need any help in making a complaint.

How to contact The Housing Ombudsman

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-ombudsman.org.uk

How to give us feedback

We’re always keen to hear from customers who have suggestions as to how we can improve our services.

If you’d like to give us your feedback there are a number of ways you can contact us:

  • Online – use the ‘Contact Us’ form on our website or your online account, or submit our Customer Feedback Form
  • Via Live Chat – the Live Chat service is available Monday to Friday 10am to 4pm
  • By email – either use the link on the ‘Contact Us’ page on our website or email us at enquiries@aspirehousing.co.uk
  • By telephone – 01782 635 200 - our lines are open Monday to Friday 8am to 5pm
  • By letter - Aspire Housing, Kingsley, The Brampton, Newcastle-under-Lyme, ST5 0QW

Please let us know if you need any help in giving feedback.

How to pass on a compliment

Our colleagues always try to deliver the best possible service and we love it when customers want to praise someone who’s done a great job!

There are a number of ways by which you can pass on a compliment:

  • Online – use the ‘Contact Us’ form on our website or your online account, or submit our Customer Feedback Form
  • Via Live Chat – the Live Chat service is available Monday to Friday 10am to 4pm
  • By email – either use the link on the ‘Contact Us’ page on our website or email us at enquiries@aspirehousing.co.uk
  • By telephone – 01782 635 200 - our lines are open Monday to Friday 8am to 5pm
  • By letter - Aspire Housing, Kingsley, The Brampton, Newcastle-under-Lyme, ST5 0QW

Please let us know if you need any help in giving feedback.

The Housing Ombudsman Service

The Housing Ombudsman is an independent service who can investigate complaints and make recommendations to landlords to resolve situations where it thinks that the landlord may not have acted in a reasonable or fair way.  This service does not apply to Achieve Training or Realise customers.

 

There is an eight-week period after receiving the appeal outcome before a customer can refer their complaint to The Housing Ombudsman Service.

 

Aspire will fully cooperate with The Housing Ombudsman in any investigation and will make available to them any records or information they may request.

 

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

Why do I need Home Contents Insurance?

If you are a tenant who rents, then your landlord may not cover your contents as part of the tenancy agreement. It’s a good idea to consider what a home contents insurance policy would cover you for in order to help you make an informed decision on whether you need one. 

Contents insurance is designed to help protect your possessions. No matter how careful you are, there’s always a risk that your belongings could be broken, damaged or stolen so home contents insurance can help provide peace of mind. 

To help you decide whether home contents insurance is right for you, Aspire Housing have teamed up with Thistle Tenant Risks, and Ageas Insurance Limited who provide the My Home Contents Insurance Scheme, a specialist Tenants Contents Insurance policy. 

The My Home Contents Insurance Scheme can offer you insurance for the contents of your home including cover for items such as furniture, carpets, curtains, clothes, bedding, electrical items, jewellery, pictures and ornaments.  

How do I get further information? 

•Ask your local housing officer for an application pack. 

•Call Thistle Tenant Risks on 0345 450 7288  

Alternatively, please visit the www.thistlemyhome.co.uk for more information or to request a call back. 

The National Housing Federation is an Appointed Representative of Thistle Insurance Services Ltd. Thistle Insurance Services Limited is authorised and regulated by the Financial Conduct Authority FRN 310419. Registered in England under No. 00338645. Registered office: Rossington’s Business Park, West Carr Road, Retford, Nottinghamshire, DN22 7SW. Thistle Insurance Services Ltd is part of the PIB Group. 

Our Data Protection Privacy Policy is online at https://www.thistleinsurance.co.uk/Privacy-Policy 

How to make a payment

Where can you get help with Domestic Violence?

Seeking help and advice You can seek support from agencies across our region, including:

Arch North Staffs – call 01782 205500 or visit www.archnorthstaffs.org.uk – for domestic abuse support Dove - call 01782 683155 or visit www.thedoveservice.org.uk – for information on counselling and group support activities Local council or housing provider – call for help finding a new safe place to live Citizens Advice Bureau – call 03444 111 444 or visit www.citizensadvice.org.uk – for free, confidential and impartial advice across a range of issues National 24-hour Domestic Violence helpline – call 0808 2000 247 GP – call your doctor to seek a referral for counselling or cognitive behaviour therapy or the Police – call 999 to record any incidents of domestic violence.

Take a look at this blog for more information.

How to add us to your homepage

We want to make sure that 'My account' is accessible as possible, so here is our guide to add us to your home page:

 

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