question.png

General

Total results: 24
  1. When are the rent free weeks?
  2. What is Shared Ownership?
  3. Do you offer shared ownership homes?
  4. What is my tenancy reference number and where can I find it?
  5. What time are your office and phone opening times?
  6. Can I have somebody to act on my behalf?
  7. I’ve tried to reset my password but have not received an email.
  8. Can I fit a cat flap?
  9. My bins haven’t been emptied, what is the council telephone number?
  10. Why do you need my national insurance number?
  11. When I view my personal profile online, there is some missing information.
  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
    Back to top
  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
    Back to top
  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
    Back to top
  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
    Back to top
  5. What time are your office and phone opening times?

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

    1. General
    Back to top
  6. 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. 

    1. General
    Back to top
  7. I have registered for 'My account' online but can’t see any information?

    There are 2 steps to registering for a 'My account'.

    For the first step, you will need your name and an email address and you will be asked to create a password.   

    For the second step, you need to validate your details. 

    Once you have your email and password set up, you need to confirm your date of birth and tenancy reference number. 

    1. General
    Back to top
  8. Can I have somebody to act on my behalf?

    Yes - you can request a personal representative and instruct us which areas of your tenancy you would like us to share with them. We will take details to perform security checks when they contact us on your behalf. Should your circumstances change and you no longer wish to have somebody act on your behalf, please let us know.

    1. General
    Back to top
  9. I’ve tried to reset my password but have not received an email.

    The email that you are expecting is from web-team@verseonecloud.com

    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.

    1. General
    Back to top
  10. 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.

    Have you validated your My account?  Please complete step 2 of the registration.

    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.

    1. General
    Back to top
  11. 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.

    1. General
    Back to top
  12. My bins haven’t been emptied, what is the council telephone number?

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

    1. General
    Back to top
  13. 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.

    1. General
    Back to top
  14. Make sure that you are using the right username; this will be the password registered to your account.

    Your password reset link expires after 24 hours.  Click Forgot Password to request a new one if yours has expired.

    1. General
    Back to top
  15. 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.

    1. General
    Back to top
  16. 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.

    1. General
    Back to top
  17. 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”.

    1. General
    Back to top
  18. 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.

    1. General
    Back to top
  19. 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.

     

    1. General
    Back to top
  20. 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.

    1. General
    Back to top
  21. 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.

    1. General
    Back to top
  22. 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. 

    1. General
    Back to top
Total results: 24

Chat Live now!