Your questions

Here are some questions we're often asked

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Rent

How is my rent impacted in a 53 week payment year?

The financial year starts on 1 April 2024. This week is a 53-week rent payment year. Within a year there are usually only 52 weeks, but this is not the case in this financial year, as there are 53 Mondays.

 

If you pay your rent weekly, there will be an extra week of rent to pay. If you pay monthly, you need to ensure this extra week is covered when you make a rent payment.

 

Take a look at our rent payment booklet for more detail on how this affects your rent payments for 2024-25.

Where can I find my rent account number?

If you have a payment card for your rent your account number will be on this.

 

If you don’t know your rent account number and need to know it, just contact us and we’ll be happy to help.

Do you have garages available to rent?

Yes, we have a range of garages available at sites across the West Midlands.

 

All of our garages are secure and available at reasonable rents.

 

To make an enquiry about renting a garage contact us.

 

Can I pay my rent using a cheque?

No, unfortunately we aren’t able to accept cheques for rent payments.

When is my rent due?

If your rent is charged weekly it is due on Monday, if you are charged monthly your rent is due on the 1st of the month. You can set up a Direct Debit to automate your rent payments so you don’t have to worry about them. Just call us on 0300 790 6530.

Can I pay my rent using a card?

Yes, you can pay your rent using your card online by using My Account.

I have overpaid my rent, what should I do?

The best way to monitor your rent payments is by using My Account. If you think you have overpaid you can request any credit is refunded to you by using My Account or contacting us.

Can I check my rent account online?

Yes, you can check your rent account and transactions any time, 24/7, on My Account, our customer portal.

 

Visit My Account to log in or register.

I’m struggling to pay my rent, what should I do?

If you are struggling to pay your rent it is really important that you contact us as soon as possible so that we can help.

 

You can also access free financial support through the Money Advice Service.

What is a Direct Debit guarantee?

The guarantee is offered by all banks and building societies that take part in the Direct Debit scheme. The efficiency and security of the scheme is monitored and protected by your own bank or building society.

 

If the amounts to be paid or the payment dates change we will notify you ten working days in advance of your account being debited or as otherwise agreed.

 

If an error is made by us or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

Repairs

I missed a repair, what should I do?

You will need to rebook your repair. The easiest way to do this is on My Account.

Can I change the locks on my home?

Yes, if you are a tenant or leaseholder you can arrange to have the locks on your home changed with a locksmith. If you are a joint tenant both tenants will need to agree to the change and have new keys. Locks on shared entrances can’t be changed.

 

You can have extra keys cut for your home if you want to. If you need a fob or key to a communal door or alley gate, we can arrange this but there will be a charge for it.

What do I do if I get locked out of my house?

If you get locked out of your home contact us as soon as you can.

Am I liable for damage to my home?

If the damage was caused by you, your family or visitors then you will be liable to pay for any repairs. For more information about repairs visit our dedicated repairs page.

Can I cancel a repair on My Account?

Most repairs can be cancelled up to 24 hours before.

 

Some repairs, such as gas inspections and services, can’t be cancelled because it is crucial that we do this work.

Will the person coming to do my repair have ID?

Yes.  All our repairs operatives and contractors carry identity cards so you can be sure of their identification. If you are ever unsure about someone’s identity contact us.

Is my repair an emergency?

Emergency repairs are needed when there is an immediate health and safety risk to you or the structure of your home has been damaged.

 

Emergency repairs that should be reported immediately include:

  • Gas leaks
  • Uncontainable water leaks
  • Complete loss of heating and hot water
  • Electrical or fire risk
  • Property security

If you provide misleading or false information which makes us believe your repair is an emergency when it isn’t, we may charge you for the call-out.

Got an emergency?

Call us straight away.

0300 790 6555.

Who will do my repair?

Most of the repairs we carry out in your home will be done by Citizen repairs operatives.

 

For other repairs we may use contractors to do the work for us, for example engineers to work on your gas central heating and specialist contractors for some of our planned programme of work.

 

You will be told who will attend when you book your repair.

How quickly will my repair be done?

If you are waiting for us to complete a repair in your home take a look at our repair waiting times for your area on our repairs page.

 

If your repair is an emergency, we will prioritise it. Some jobs need specialist materials or contractors. If this is the case we will inform you of a timescale.

 

When you report a repair, we offer you a choice of appointment slots between 8am and 4.30pm.

At what times do you do repairs?

When you report a repair, we offer you a choice of appointment slots between 8am and 4.30pm.

 

Emergency repairs are completed within 24 hours or made safe until a permanent repair is possible.

Finding a home

I am homeless or at risk of becoming homeless, what should I do?

If you are homeless or at risk of becoming homeless you need to get in touch with your local council as quickly as possible.

 

The council will look into your situation to decide what help they might be able to give you.

 

Before making an application check if you’re entitled to homeless help.

Do you have garages available to rent?

Yes, we have a range of garages available at sites across the West Midlands.

 

All of our garages are secure and available at reasonable rents.

 

To make an enquiry about renting a garage contact us.

 

What is the waiting time to rent a home?

Your local council manages the housing waiting list in your area. The time you wait for a home will depend on the demand in your area and other factors like the size of the home you want.

Are your homes furnished?

Our homes are generally not furnished. Sometimes white goods will be included. This will be made clear when the home is advertised.

Can I get a home if I am not on benefits?

Yes, you don’t have to be on benefits to qualify or a home. As long as you have the funds you can apply for a home to rent or buy. More information is available on our find a home page.

Will I need documents to prove I am eligible for a home?

Yes, we do need to see information about your income and expenditure and other paperwork to be able to offer you a tenancy. More information is available on our rent a home page.

Do you offer housing for under 18s?

Normally you need to be 18 years or older to apply for a tenancy with us. We do have some specialist and supported housing for care leavers who may be under 18, but this accommodation will be allocated through your local council. If you are a care leaver, you should get in touch with your Personal Advisor to discuss the housing options available to you.

Do you offer housing to people affected by homelessness?

Yes, we offer support through our services at the Gateway in Coventry and our Whitecross Road scheme in Herefordshire.

Visit our dedicated supported housing page to find out more.

What happens if I accept an offer?

If you decide to accept an offer we make we will advise you when you will need to bring in your supporting documents.

 

You will be asked to pay first week’s rent before you move in.

 

Once we are happy that you can manage the tenancy and you have paid your first week’s rent we will arrange a date to hand over your home to you.

How soon do I need to respond to an offer?

If you get an offer of a home it is important to reply as quickly as possible. You may lose your offer of accommodation if you do not make contact with us.

 

You could also lose the offer if you don’t produce any of the documents we ask you for.

 

When you contact us we will arrange for you to view the home with one of our housing officers.

 

If you do not turn up to the property viewing we may withdraw our offer.

Moving in

When are my bins collected?

Your local council is responsible for collecting your bins. Contact them to find out what your collection days are.

How can I find the best energy deals?

It’s always worth checking to see if you could save money on your energy bills.

 

There are a range of comparison sites which will help you do this, such as uSwitch.com.

How can I find out who my energy supplier is?

It’s important you let your energy suppliers you have moved in as soon as possible.

 

It’s easy to find out who they are.

  • To find out who your gas supplier is visit  findmysupplier.org
  • To find out who your electricity supplier is call 0800 096 3080.

Will my post come to my new address?

It’s important that you get your mail redirected from your last address to make sure you don’t miss any important documents. This won’t happen automatically.

 

You can get your mail redirected by contacting Royal Mail. Visit royalmail.com/personal/receiving-mail/redirection to find out more.

Do I need to get home insurance?

Yes. Taking out contents insurance on your home is your responsibility and isn’t something that we cover.

 

It can be devastating if your belongings are lost, stolen or damaged and even worse if you don’t have a contents insurance policy to replace them.

 

We work in partnership with Thistle Insurance who offer the My Home Contents Insurance Scheme – a contents insurance policy designed for tenants living in social housing. They’re also a preferred supplier of the National Housing Federation.

 

The My Home Contents Insurance Scheme offers 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.

 

For more information:

Watch the My Home Contents Insurance video:

Support

Where can I get support or help with managing my home?

If you feel you need help and support with managing your home, contact your Neighbourhood Officer to discuss your needs. We do offer support through our Tenancy Sustainment Service. One of our Tenancy Sustainment Officers can arrange to visit you in your home to discuss your support needs, and they will help you access any help you need from the appropriate agencies.

Where can I get support from domestic abuse?

If you are experiencing domestic abuse you are not alone.

 

There is a range of support available and you can find all of the details on our dedicated Domestic Abuse page.

I am concerned about someone what should I do?

We take safeguarding extremely seriously.

 

We are committed to protecting people’s health, wellbeing and human rights. We adopt a proactive approach to safeguarding and do everything we can to make sure all individuals accessing our services can do so without fear of harm, abuse or neglect.

 

If you are concerned about someone you can tell us by emailing reportsafeguarding@citizenhousing.org.uk.

 

Find out more about our approach to safeguarding on our dedicated safeguarding page.

What help is available to help me manage my debts?

If you need advice managing debt or support with budgeting or advice we are here to help.

 

If you are struggling to pay your rent it is really important that you contact us as soon as possible so that we can help.

 

You can also access free financial support through the Money Advice Service.

My Account

What if I have changed my email address? 

To register and log into the portal you will need to use the email address we have in our records. If you know it, then use it to log in and then you can change it in My Details once you’ve logged in. 

Can I book emergency repairs on the portal?

You can raise emergency repairs Monday to Friday 8am to 4pm, outside of these hours please report emergency repairs by calling our Customer Experience Centre on 0300 790 6555

What information do I need to register on the portal?

You will need your rent account reference, name, and date of birth. Your email address needs to be stored in our records.  

Can I check my rent account online?

Yes, you can check your rent account and transactions any time, 24/7, on My Account, our customer portal.

 

Visit My Account to log in or register.

Can I register for My Account online?

Yes, you can register for a My Account easily by matching some personal information.

 

Just visit My Account to set up an account.

Can I cancel a repair on My Account?

Most repairs can be cancelled up to 24 hours before.

 

Some repairs, such as gas inspections and services, can’t be cancelled because it is crucial that we do this work.

I’ve forgotten my username and password, what do I do?

Don’t worry, it’s easy to reset this information on My Account.

What is My Account?

My Account is our dedicated, secure customer portal.

The quickest, easiest way to report a repair, pay your rent and access a range of other services is online.

Once you are logged in you can:

  • Book or review a repair
  • Pay your rent
  • View your rent statements
  • Report anti-social behaviour
  • Make other enquiries about your tenancy.

You can register online by answering some security questions about your account.

Visit My Account now.

My tenancy

What is a Starter Tenancy?

At Citizen new tenants may be granted a 12-month Starter Tenancy. This is an assured shorthold tenancy.

 

As a customer on a starter tenancy, you cannot:

  • Make improvements
  • Take in lodgers or sublet part of your home
  • Exchange your tenancy with someone else
  • Assign or pass on your tenancy to someone else

As part of the Starter Tenancy process you will receive New Tenancy Visits. These are designed to get to know you better, help you settle into your new home and to provide you with support to help you manage your tenancy effectively. The outcome of these visits will determine if your Starter Tenancy will convert to a full assured tenancy at 12 months; be extended for a further 6 months or brought to an end by the serving of an appropriate notice.

 

Visits are carried out by Neighbourhood Officers or Retirement Living Officers, who all carry I.D. to show they are Citizen employees. A visit will take about 30 minutes.

 

We will contact you to arrange your New Tenancy Visit. Please ensure you allow us access to your home for the visit, as your tenancy agreement requires you to give your landlord reasonable access to inspect your property.

What is a New Tenancy Visit?

All new customers will receive New Tenancy Visits or Starter Tenancy Visits. These are designed to get to know you better, help you settle into your new home and to provide you with support to help you manage your tenancy effectively.

 

Visits are carried out by Neighbourhood Officers or Retirement Living Officers, who all carry I.D. to show they are Citizen employees. A visit will take about 30 minutes.

 

We will contact you to arrange your New Tenancy Visit. Please ensure you allow us access to your home for the visit as your tenancy agreement requires you to give your landlord reasonable access to inspect your property.

Can a tenancy be passed on if a tenant passes away?

We may be able to pass on a tenancy to someone else – this is known as succession. There is more information about this in your tenancy agreement. The law of succession can be very complicated.

 

Download a succession application form and contact us to find out more.

How do I transfer the tenancy if my partner or spouse has left?

If more than one person is named on your tenancy agreement, you have a joint tenancy.  If you want to make any changes to your tenancy agreement you would both have to agree to the changes. This includes removing either of you from the agreement.

 

We suggest that you to seek independent legal advice.

 

If you wish to remove someone from your tenancy agreement you will need to put the request in writing. We will normally be able to remove someone from the tenancy as long as there have been no major tenancy breaches and there are no rent arrears.

 

Download and complete our Joint to Sole Tenancy Application Form.

I would like someone I know to help me manage my tenancy what should I do?

An authority to act application may be made by you.  This would give permission to someone else, such as a family member or representative, to act on your behalf.

 

Authority to act would give your representative permission to discuss, exchange and disclose information about various matters related to your tenancy and includes access to your details on My Account.

 

Download and complete an Authority to Act form.

What is a tenancy management check?

We aim to visit our tenants in their homes each year to complete a Tenancy Management Check. This is so that we can get to know you better and support you with some of the issues you may face.

 

Visits are carried out by Neighbourhood Officers or Retirement Living Officers, who all carry I.D. to show they are Citizen employees. A visit usually takes about 30 minutes.

 

As part of the visit we’ll make sure that all of the information we hold about your household is up to date. We’ll check that our homes are being kept in good condition and are not being used for anything that breaches your tenancy conditions.

 

We’ll ask whether any support is required to help you manage your tenancy or home. If there are issues, we will provide advice to help you manage your concerns or pass your details onto colleagues or agencies who may be able to support you.

 

We will talk about our online offer My Account, how to access it and how to use it to check your details, report a repair, pay rent and access a range of services.

 

We will contact you to let you know when your Tenancy Management Check will take place. Please make sure you allow us access to your home for the visit, as your tenancy agreement requires you to give your landlord reasonable access to inspect your property.

Can I rent my home out while I am away?

No, subletting your home would be a breach of your tenancy agreement.

Can I get a copy of my tenancy agreement?

Yes, the easiest way to get this is by logging an enquiry in My Account.

Can I have an extra key?

You can have extra keys to your home cut if you want to. If you need a fob or key to a communal door, an alley gate or post-box we can arrange this. There will be a charge for this.

When it snows, will you provide a gritting service?

Local authorities (LA’s) are responsible for clearing roads and paved areas under their ownership and in accordance with their own criteria for carrying out this activity. Visit individual LA’s websites for further information. In some specialised accommodation such as Retirement Living and Supported Housing, snow clearance and grit bins will be provided on communal pathways providing a clear access to these properties. We will endeavour to ensure that there is an adequate supply of grit.

 

Take a look to find out which of our schemes provides a gritting service.

Service charges

Do I need to notify Housing Benefit or Universal Credit of a change in service charges?

If you receive Housing Benefit or Universal Credit, whether this is paid to us or to you, you should send a copy of your rent review letter to the Housing Benefit Team at your local council or send a copy to the Department of Work and Pensions (within your monthly assessment period) if you are on Universal Credit.  This will notify the appropriate authority of the change and your claim will be reassessed.

Why am I paying for electricity and gas when I already pay a bill for this?

Your utility bills pay for the energy you use in your home, the costs in your service charge represent the costs associated with running things like lights inside your block, external lights for pathways and car parks, and communal heating for your building.

Why do I pay for rubbish removal? Doesn’t the council do this?

The council collects household waste and this service is paid for as part of your council tax. The council does not collect waste from the communal areas of your building or neighbourhood, this could be anything from litter to larger items such white goods or abandoned vehicles.

 

If we can’t work out who left the items then the cost of removing them is split across all the customers who live in the building or neighbourhood where the waste has been left.

 

The council only maintains areas they own or have adopted. All other grounds within our neighbourhoods are maintained by us or our contractors and the costs of delivering these services is split between the customers who live in that neighbourhood through the service charge.

I don’t have a garden, so why am I paying for gardening?

The gardening costs in your service charge relate to the maintenance of the communal outdoor spaces where you live, not your own garden.

 

These spaces can include grass, trees, shrubs and paved areas. The cost of maintaining these spaces is covered by us or our chosen contractors, not the local council, and passed on equally through the service charge to those customers who have access to and benefit from these spaces.

What is a surplus and a deficit?

If you are on a variable service charge this is worked out on the basis of an estimated cost for services.

 

We send out the estimate of costs for the service every year. Then when the financial year ends we work out the difference in the estimated and real costs. This creates an annual statement which we will then send to you.

 

If the costs are higher than the estimate there is a deficit and we will ask you to pay the difference. If the estimate was higher than the cost there is a surplus and we will refund you the difference.

 

Fixed service charges are reviewed every year. If at the end of the year the cost of providing the services was more than the payments you made we will not ask you to pay more. You will not get money back if the costs of the service were less than your payments.

Why do I have to pay a service charge?

Your service charge covers the day-to-day running costs of your building and if applicable, the estate your building is on.

 

Your tenancy agreement or lease sets out how we work out service charges. Every year we will write to you setting out what your service charge will be with a breakdown of how these have been worked out.

 

For more information visit our service charges page.

Keeping you safe

I’m not going to be in on the date you have asked to service my appliance, what should I do?

We will write to you to tell you the date we will attend to complete your service. If you are not available you will be able to reschedule this.

 

It is important that you contact us to let us know so that we don’t attend when you are not in.

What happens if I refuse to let you in to service my gas or electrical appliance?

The checks are very important from a safety standpoint. It is our legal duty to complete the checks and it is a term of you tenancy agreement that you allow us to complete them.

 

If you repeatedly do not allow us access to your home to complete the tests we will apply for a court injunction to grant us access to be able to complete the check.

Why do you need to service the gas and electrical appliances in my home?

To keep you safe we conduct regular safety checks on gas and electrical appliances in your home.

 

It is our legal responsibility to complete these tests and it is a term of your tenancy agreement that you allow us to complete them.

 

 

How do I get an EWS1 form?

You can find more information about EWS1 and building safety issues on our dedicated EWS1 page.

What do you do to protect me from fire?

Your safety is our top priority and we are committed to doing everything we can to protect you from the risk of fire.

This includes:

  • providing smoke alarams
  • servicing gas, oil and other fuel appliances every year
  • completing regular electrical inspections.

In our blocks of flats and other shared buildings that we own and manage, we put in place fire risk assessments (FRAs) and make sure these are up to date. This means we can make sure that smoke detectors, fire alarms, fire doors and other fire safety measures are in place and working. We regularly review fire risks and our procedures for preventing and reporting fires.

What can I do to protect myself from fire risks?

For more information about how to protect yourself from fire risks visit our dedicated fire safety page.

 

If you are a customer living in one of our homes, you are responsible for making sure that you don’t create a fire hazard in your home.

 

This includes:

  • not storing flammable items on your balcony
  • not blocking fire escape routes
  • making yourself aware of fire safety measures, including the evacuation plan for your building if you live in a block or other shared building.

You can find more information about fire safety here:

 

If you live in Birmingham, the Black Country or Coventry visit West Midlands Fire Service website

If you live in Warwickshire visit Warwickshire Fire and Rescue Service website

If you live in Herefordshire or Worcestershire visit Hereford and Worcester Fire and Rescue Service website

I live in a block what do I need to know?

All of our blocks of flats and other larger, shared buildings have a fire safety policy which includes an evacuation plan. It is really important that you make yourself aware of the policy and evacuation plan for your building so that in an emergency you can keep yourself safe.

 

To find out more visit our dedicated fire safety page.

Money and benefits

What is the bedroom tax?

If you have a spare bedroom and you’re renting one of our homes then your Housing Benefit, or housing costs element of Universal Credit might be reduced. This is often referred to as the bedroom tax, the under-occupation penalty or the removal of the spare room subsidy.

 

Visit the Money Advice Service’s website for more information about the bedroom tax.

What is the benefit cap?

The benefit cap is a limit on the total amount of benefit you can get. It applies to most people aged 16 or over who have not reached State Pension age.

 

The amount your household gets from some benefits might go down to make sure you do not get more than the cap limit.

 

Visit the Government’s website to find out more about the benefit cap.

What help is available to help me manage my debts?

If you need advice managing debt or support with budgeting or advice we are here to help.

 

If you are struggling to pay your rent it is really important that you contact us as soon as possible so that we can help.

 

You can also access free financial support through the Money Advice Service.

What is Universal Credit?

Universal Credit is a payment to help with your living costs. It replaces:

  • Housing Benefit
  • Child Tax Credit
  • Income Support
  • Income-based Jobseeker’s Allowance
  • Income-based Employment and Support Allowance
  • Working Tax Credit

Instead of receiving any of these benefits individually, Universal Credit means you are paid one amount to cover them.

Visit this Money Advice Service guide to Universal Credit to find out more.

I’m struggling to pay my rent, what should I do?

If you are struggling to pay your rent it is really important that you contact us as soon as possible so that we can help.

 

You can also access free financial support through the Money Advice Service.

How can I find out which benefits I’m entitled to?

Depending on your circumstances you could be allowed to claim some benefits to help you pay your rent and cover other costs. It’s important to make sure you get all of the help that is available to you.

 

There are a range of free online tools to help you work out which benefits you are entitled to.

 

Check the Government’s Benefits Calculators.

My home

How do I get rid of damp and mould in my home?

For information and tips on how to prevent or remove damp and mould in your home, visit our dedicated Dealing with damp and mould page.

Will a dehumidifier help to get rid of damp in my home?

If you are having issues with damp and condensation in your home a dehumidifier can make a big difference.

 

Dehumidifiers are not expensive to run and running them all day will still only add a few pence to your energy bills.

Is my heating causing damp in my home?

Your heating can sometimes contribute to condensation and damp in your home.

 

Heating one room to a high temperature and leaving other rooms cold makes condensation worse, so you should try to avoid doing this.

 

If your heating ever breaks down contact us as soon as possible. We can supply temporary heaters while we work on a permanent fix.

Can I buy my home?

If you’re a Citizen tenant you may have the Right to Buy or Right to Acquire your home.

  • You may be entitled to the Right to Buy if you were granted a secure tenancy before 15th January 1989 and have maintained continuous tenancies since then. This could be a continuous tenancy with us or another housing association which went on to transfer your home to us.
  • If you were a tenant of Birmingham City Council or Coventry City Council at the time your home was transferred to Citizen and have maintained a continuous tenancy or tenancies with us since then, you may have Preserved Right to Buy (PRTB)

To find out more about whether you are eligible for the Right to Buy visit the Government’s Right to Buy website.

To find out more about whether you are eligible for the Right to Acquire visit the Government’s Right to Acquire website.

How do I get compensation?

If you want to make a complaint and think you should be compensated the easiest way to log this is by using My Account.

You can also contact us to make a complaint. For more information on our complaints process visit our giving us feedback page.

Do I need to get home insurance?

Yes. Taking out contents insurance on your home is your responsibility and isn’t something that we cover.

 

It can be devastating if your belongings are lost, stolen or damaged and even worse if you don’t have a contents insurance policy to replace them.

 

We work in partnership with Thistle Insurance who offer the My Home Contents Insurance Scheme – a contents insurance policy designed for tenants living in social housing. They’re also a preferred supplier of the National Housing Federation.

 

The My Home Contents Insurance Scheme offers 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.

 

For more information:

Watch the My Home Contents Insurance video:

How do you make decisions about when you make improvements to homes?

We plan this work based on the age and condition of our homes, which we are constantly assessing. If we are going to complete work on your home we will let you know in advance what we’re planning and when it’s likely to happen.

 

The replacement of kitchens and bathrooms is done on a regular cycle.

I’m struggling to get around my home, what can I do?

You could be eligible for a change to your home to make it easier for you to get around.

 

We can complete minor adaptations, like fitting grab rails. For more significant adaptations, like stair lifts and ramps, your local council will need to complete an occupational therapist needs assessment.

 

Visit our guide to aids and adapations for more information.

 

How do I tell you about changes I want to make?

The easiest way to do this is through My Account.

 

Alternatively you can contact us.

Can I redecorate my home?

Yes, you are free to decorate your home as you wish.

 

If you want to change something more fundamental, like installing a new kitchen or bathroom, you should contact us.

 

For more information on what you need to tell us about visit our guide to making changes.

 

Leaseholders

How do I get an EWS1 form?

You can find more information about EWS1 and building safety issues on our dedicated EWS1 page.

What are my rights?

We give you information about your rights and responsibilities and ours when you take on one of our homes.

 

For independent information on leases you can visit the Leasehold Advisory Service’s website. This is supported by the government and includes a range of information useful to leaseholders; both shared owners and full equity leaseholders.

 

If you have any questions you can contact us.

What does my insurance cover and how do I claim?

If you are a shared owner or leaseholder you can download a summary of your building insurance cover here.

 

If you want to make a claim you’ll need to send details directly to Zurich at farnboroughpropertyclaims@zurich.com or on 0800 028 0336.

 

You can also contact Zurich by post at Zurich Municipal Property Claims,  PO Box 3303, Interface Business Park, Swindon, SN4 8WF.

 

You’ll need to provide the following information:

  • The date the loss or damage happened
  • What has been damaged and to what extent
  • How the damage happened
  • The total cost you are claiming

Shared ownership

What should I do if I want to sell my shared ownership home?

If you want to sell your share you should contact us.

 

Your home will need to be valued by an independent RICS valuer and you will need to pay for this. You will also need to provide an Energy Performance Certificate (EPC) to us so that we can start the marketing of your home. Other fees will apply as well and we will make these clear.

 

Your home cannot be sold above the RICS valuation price.

How can I purchase more shares in my home?

You can apply to purchase more shares in your home at any time.

 

To do this just contact us.

 

If you would like to purchase more shares in your home,  you will need to instruct an independent valuer who is a member of the Royal Institute of Chartered Surveyors (RICS) to value your home, the fee for the RICS report is payable by you.

 

When you get the report we will write to you to let you know the price of extra shares.

 

Your rent will reduce when you purchase further shares.

 

Some shared ownership schemes have restrictions on the share percentage you can purchase.

Can I sublet my home?

You are not allowed to sub-let your home.  Your rights are set out in your lease.

 

If you want to get a lodger you do not have to ask our permission. It is important that when you take in lodgers you do not become overcrowded.

Do I need to get building insurance cover if I am a shared owner?

As long as we retain part ownership of your property we will maintain structural insurance.

 

If you are a shared owner or leaseholder you can download a summary of your building insurance cover here.

 

If you want to make a claim you’ll need to send details directly to Zurich at farnboroughpropertyclaims@zurich.com or on 0800 028 0336.

 

You can also contact Zurich by post at Zurich Municipal Property Claims,  PO Box 3303, Interface Business Park, Swindon, SN4 8WF.

 

You’ll need to provide the following information:

  • The date the loss or damage happened
  • What has been damaged and to what extent
  • How the damage happened
  • The total cost you are claiming

Neighbours

How do I report noisy neighbours?

If we are told about anti-social behaviour we will always do what we can to deal with it.

 

Sometimes it is not possible for us to help even if noise levels are upsetting or disturbing you.

 

To find out more visit our dedicated anti-social behaviour page.

 

What can you do to help with anti-social behaviour?

If we are told about anti-social behaviour we will always do what we can to deal with it.

 

Sometimes it is not possible for us to help even if something is upsetting or disturbing you.

 

If you contact us about anti-social behaviour we will:

  • Listen to you and be honest about what we can do
  • Agree an action plan with you and tell you what we can do and what you can do to help to resolve things
  • Keep  you informed of any progress and expect you to keep in contact with us until the matter is resolved
  • Treat information in strict confidence.

How do I report anti-social behaviour?

The easiest and quickest way to report anti-social behaviour is by using our customer portal, My Account.

 

You can use My Account to:

  • Report anti-social behaviour
  • Send and receive secure messages

You can also contact us to report anti-social behaviour.

 

If you are concerned for someone’s safety you should call 101 for non-emergencies or 999 for emergencies.

What do you class as anti-social behaviour?

We believe everyone should be able to live the way they wish as long as their actions don’t impact negatively on others.

 

To see what we do and don’t class as anti-social behaviour and how we can help to deal with this, visit our dedicated anti-social behaviour page.

 

Privacy

How do I make a Subject Access Request?

You have the right to access your personal data and supplementary information. This right allows you to be aware of and verify the lawfulness of the processing. For more information about this subject download and complete the Subject Access Request Form to allow you to see your personal data.

What are my rights concerning my information?

Legislation gives you certain rights regarding your data.

 

 

The right to be informed

 

You have the right to be informed about the collection and use of your personal data. When we collect data from you we provide you with Privacy notices which details:

  • The purposes for processing your personal data
  • Our retention periods for that personal data
  • Who it will be shared with

The right of access

 

You have the right to access your personal data and supplementary information. This right allows you to be aware of and verify the lawfulness of the processing. For more information about this subject download the Subject Access Request Form to allow you to see your personal data.

 

Right of rectification

 

The GDPR includes a right for individuals to have inaccurate personal data rectified, or completed if it is incomplete.

In certain circumstances we may refuse a request for rectification.

 

Right to erasure

 

The GDPR introduces a right for individuals to have personal data erased. It is known as “the right to be forgotten”.

The right is not absolute and only applies in certain circumstances.

 

Right to restrict processing

 

You have the right to request the restriction or suppression of your personal data. This is not an absolute right and only applies in certain circumstances.

If we agree to your request to restrict processing we will store your personal data, but not use it, however this may impact on the services we can provide to you.

 

Right to data portability

 

This right allows you to obtain and reuse your personal data for your own purposes across different services. It allows you to move copy or transfer personal data easily from one IT environment to another in a safe and secure way, without hindrance to usability.

 

Right to object

 

You have the right to object to:

  • Processing based on legitimate interests or the performance of a task in the public interest/exercise of official authority (including profiling)
  • Direct marketing (including profiling)
  • Processing for purposes of scientific/historical research and statistics

If you think the data we hold is inaccurate or incomplete, or you want to exercise any of these rights, you can make a request verbally or in writing, and we will respond within a month of receiving the request. You can do this by contacting our customer service centre.

How long do you keep my information?

We will only ever keep your information as long as we need to.

 

Our Data Retention Schedule sets out how long we keep your information.

 

It breaks down the periods we keep data based on the type of information it is.

 

Read our Data Retention Schedule here.

Who do you share my information with?

Sometimes we need to share your information with suppliers.

 

Depending on the service they provide on our behalf will determine the data we share with them.

 

Rest assured, when we share data with them, we take a number of steps to ensure your data is kept safe and secure.

 

We review this list on a weekly basis.

 

Access our full list of suppliers here.

How do you keep my data safe?

During your tenancy we collect lots of personal and sensitive data, and we take keeping your data safe very seriously. To accomplish this, we have our own expert teams and use a mature information security management system so that your data will be treated appropriately and won’t end up in the wrong hands. To achieve this, we use a three-layered approach: People, Processes and Technology.

How will you use my information?

We take your information very seriously.

 

Our privacy notices set out what information we collect, why we collect it, who we share it with and how we safeguard it. This varies slightly depending on the service we are providing.