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Tenancy services

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  1. 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.

    Find a home

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  2. Can I mutual exchange?

    Yes, if you are a tenant with a social landlord, you can register with HomeSwapper for a mutual exchange. To do this you will need:

    • To have been a tenant for 12 months or more
    • Have a clear rent account
    • Have no ongoing anti-social behaviour (ASB) cases
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  3. 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.

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  4. What is a transfer?

    If you have been an Aspire Housing tenant for 12 months or more, you may be able to request a move to another Aspire property through HomeHunt – this is known as a transfer.

    Register with HomeHunt

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  5. 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.

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  6. What is a mutual exchange?

    A mutual exchange is a way to move to a different property. You can transfer to another Aspire Housing property via HomeHunt, or to a property under a different social landlord via HomeSwapper.

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  7. 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.

    Garage application form

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  8. What is a local connection?

    A local connection is if you live, work or are related to someone in the Newcastle-under-Lyme area. It is one of the factors we take into consideration when reviewing your application for one of our properties.

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  9. 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:

    Login to My account

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  10. 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

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  11. Am I eligible for Right To Buy (RTB) ?

    Who is eligible?

    You may have the Right To Buy if you were a tenant with Newcastle Borough Council prior to 1st February 2000 and have remained a tenant with Aspire Housing since this time.  If there have been any breaks in your tenancy since the 1st February 2000 then you may not be eligible.

    You are not able to exercise the RTB if:

    • the courts have issued a possession order for you to leave your home

    • you are undergoing bankruptcy proceedings

    • you live in housing specially provided for older people and (in certain cases) disabled people

    N.B. This is not an extensive list and other property exclusions may apply

    The discount offered to you is dependent on your tenancy length and maximum regional discounts set by the Government.

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  12. Can I keep pets in my home?

    You will need to write to us for permission to have a pet in your property and our Neighbourhood team will review your request and write back with an outcome.

    Where practical we would like to allow customers to keep domestic pets, but recognise that the keeping of pets brings considerable responsibility, not only for the pet, but also for those in the surrounding area who may be affected by its presence.

    We understand that not all homes are a suitable environment in which to house a pet. This is particularly relevant to the housing of cats and dogs in flats with shared entrances and communal areas.

    Restriction for keeping pets

    We will not generally give permission for keeping pets where the animal is likely to:

    • Cause damage or harm to the premises;
    • Represent a danger or hazard to other residents or visitors or are covered by the Dangerous Wild Animals Act (DWAA) of 1976;
    • Cause a nuisance to other tenants;
    • Adversely affect the re-letting of the premises or subsequent tenants.
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  13. How do I end my tenancy?

    If you’d like to end your tenancy with us, we will need:

    • Four weeks written notice
    • To arrange an inspection of the property
    • Your rent account to be clear
    • The property to be left clean, tidy, safe and secure with all furniture and personal items removed

    If you are a joint tenant, both tenants need to confirm in writing. If you are ending a tenancy for someone who has passed away you'll need to provide us with two weeks notice and a copy of the death certificate.

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  14. Am I eligible for Right To Acquire (RTA) ?

    You may have the Right To Aquire if you:

    • are an assured tenant and have held a tenancy for a three year continuous period

    • live in a property that was built or acquired with public funds from 01 April 1997 onwards

    • live in a property that was transferred from a council to a housing association after 1st February 2000

    You do not have the RTA if:

    • the courts have issued a possession order for you to leave your home

    • you are undergoing bankruptcy proceedings

    • you live in housing specially provided for older people or (in certain cases) disabled people

    • you have the Right to Buy

    • your property is located in certain rural parishes

    N.B This is not a definite list and other property exclusions may apply

    The discount to purchase your home under Right To Acquire is a fixed rate set by the Government which is not related to tenancy years.

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  15. Why do I need to have credit on my rent account?

    From July 1st 2016, all new tenancies must retain one week's credit on their rent account at all times.

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  16. What is Voluntary Right to Buy (vRTB) and am I eligible?

    1. What is Voluntary Right to Buy (vRTB)?

    In December 2015 the government launched a pilot which extends Right to Buy to housing association tenants, which is known as the Voluntary Right to Buy (vRTB).  Five housing associations were chosen to take part in this pilot across a national basis. Aspire Housing was not one of those chosen.

    The Government has now confirmed there will be a regional pilot of Voluntary Right to Buy within the Midlands which will give thousands more housing association tenants the opportunity to enjoy the benefits of home ownership.

    It will allow the Government to test key features of the scheme, including the portable discount offer to tenants and one-for-one replacement aspect. This will provide important evidence to inform the design of the main scheme.

    The pilot is open for interest from tenants via the Governments Gateway (https://midlands.righttobuy.gov.uk/) from 16th August 2018 until 16th September 2018. 

    So, what is Voluntary Right to Buy, and how could it affect you? On our Voluntary Right to Buy webpage you'll find answers to the most commonly asked questions. 

    To see our Voluntary Right to Buy Policy click here.

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  17. Can I have a copy of my tenancy agreement?

    You can login to My account and send us a message where we will send you a copy in the post. 

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  18. Can I have a copy of the rent calendar?

    The 2017/2018 rent calendar can be downloaded below.

    Aspire-Housing-Rent-Calendar-2018-2019.pdf [pdf] 163KB

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  19. Can I hand in my keys early?

    You can hand in your keys and leave your property during your notice period, however you’ll still need to pay the rent for the full four-week notice period. You will also be responsible for looking after the property and may be charged for any damage that occurs during this time.

    If you do wish to leave during your notice period, please let us know.

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  20. How do I get a rent refund?

    Simply contact us or login to My account and Send a message to request a refund and we will assess your account to confirm the credit amount to be refunded

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  21. Can I take on a tenancy?

    Adding people or being added to a tenancy is looked at on an individual basis by our neighbourhood team. While we do add people onto tenancies on request, the person must have lived with the tenant for at least a year beforehand. To make a request, login to your account to contact your Neighbourhood Coordinator.

    Login to My account or Create an account

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  22. What is my termination date?

    Your termination date is worked out from the first Monday after we receive your notice form.

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  23. Can I keep a spare key once my tenancy has ended to collect my post?

    No, all keys must be returned at the end of your notice period and your post set-up with Royal Mail to be redirected to your new address.

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  24. How do I apply for a home?

    Use our where to register checker for details on how to apply for a home.

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  25. What is right to rent?

    Right to rent is a verification check completed by our Customer Excellence team when you apply for a property through HomeHunt.

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  26. What is a community contribution?

    A community contribution is if you are in employment or regularly volunteering. It is one of the factors we take into consideration when reviewing your application for one of our properties.

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  27. Do you offer housing with wardens?

    We no longer have wardens that offer a live in service (incorporating several calls/ knocks for customer and pull cord).

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  28. What is Community Living?

    Community Living schemes are properties for over 55s with communal areas which allow customers to participate in an active social life and support them with living independently within a community.

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  29. Can I assign someone else to my property?

    Yes, any requests you make to assign or be assigned to a property will be looked at by our neighbourhood team. Only one assignment per tenancy is allowed, however, we are on hand to give any advice. Simply login and send a message and a member of the customer excellence tema will get back to you.

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  30. How do I update my details?

    Simply login to your account below and edit your profile within 'My profile'.

    Login to My account

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