Tenancy & Useful Information

Below is a list of some Frequently Asked Questions that relate to existing Castles & Coasts Homes.

If you can't find the answer to your question you can contact us direct.

New Grounds Maintenance Contractor for the Carlisle, Eden, South Lakeland and Copeland Areas

From 1st April 2019 the contractor who currently carries out the Grounds Maintenance in the Carlisle, Eden, South Lakeland and Copeland areas will change to our in-house contractor, Castles & Coasts Services (CCS).

 

The appointment of CCS has enabled us to maintain the same levels of service that are currently in place by completing the following;

 

Grass Cutting - every 13 to 16 days between April and October

Shrubs and Hedges - three times per year (outside of the bird nesting season)

Other maintenance - as required and in line with current service levels

 

Please note during periods of exceptional wet or dry weather we may defer works in order to keep the grounds in the best possible condition.

 

During the course of the contract, we will aim to provide you with further service details for your scheme.

 

Castles & Coasts Housing Association (CCHA) continuously strives to provide the best possible service to all of our residents and we expect that this change in contractor will enable us to continue to do so.  If you have any queries please do not hesitate to contact us.

Gas Servicing & Safety

CCHA complies with the Gas Safety Regulations 1998. We carry out a check of all gas installations on an annual basis.

We have teamed up with Cumbria Action for Sustainability to create a series of short videos looking at Gas Servicing & Safety in your home.

Healthy Homes Advisor, Frankie O’Keefe offers advice on what you can expect to happen during your gas servicing visit, how often they occur and why they are carried out in order to keep you, your home and neighbours safe.

'Flooding – Be Prepared’

This leaflet aims to give you help and advice in the event of a flood.

FAQs

Yes, you can have visitors, although you are responsible for their behaviour.

Yes.  You will be provided with three sets of front and back door keys when you become a resident. If you require more copies of keys or fobs than you are issued with, you will be required to pay for these.

We recommend that you pass a set to your family in case of an emergency.

You must not keep a pet in your home without prior written permission from the Association.  Please refer to your individual Tenancy Agreement as some agreements do not allow for pets.  To make a request please contact us.

We will try to accommodate any request but this may not always be possible. You must request permission from your Lettings & Neighbourhoods/Sheltered Scheme Officer before obtaining the scooter.  To obtain permission, please complete the enquiry form.

If you are having problems in your neighbourhood, please refer to our Anti-Social Behaviour (ASB) section for further advice.

You can report an emergency repair by phoning 0800 085 1171.

For further information about reporting a repair, please refer to our Report a Repair section.

We have three categories of repair:

- Emergency - we aim to carry out the repair within 24 hours

- Urgent - we aim to carry out the repair within 7 days

- Non urgent - we aim to carry out the repair within 21 days

We work in cooperation with the Northern Housing Consortium to promote an affordable home contents policy.  To apply, please use the application form below.  You can also contact the insurance provider directly on 0345 671 8172.

Please contact our Income Team who will be pleased to help you:

Email: income@castlesandcoasts.co.uk

Telephone: 01228 635492

Information and guidance on how to pay can be found here.

If you are already a Castles & Coasts Housing Association (CCHA) resident and would like to move home, the easiest way to do this is through a mutual exchange.  You can do this via homeswapper.co.uk.  As long as there are no issues with your current tenancy, CCHA will authorise your application and joining fee.

If you are a Cumbria resident, you can also apply for a mutual exchange via Cumbria Choice.

If you are a CCHA resident and want to apply for a transfer within CCHA, please submit your application at Cumbria Choice.  Please note that applications are only accepted for residents who have a housing need of band C or above.

Our Residents' Portal allows you to keep track of your payments.

You must give one months notice.

In order to end your tenancy with us, you will need to do the following:

1. Write to us advising that you wish to end the tenancy.

2. Ensure:

a) The property is in good condition with all outstanding repairs reported

b) Any damage has been sorted (you will be recharged for any damage we have to fix)

c) Internal decoration is to a reasonable standard

d) The property is clean

2. Allow time for us to come and check that the property is in good order (this could save you from being re-charged for any repairs we have to carry out before we can re-let it).

3. Carry out any work that you have agreed with us.

4. Make sure you return all keys promptly on the agreed day (if you don’t we will charge an additional weeks rent).

5. Let us know your new address.

Contact The National Gas Emergency Service immediately on their emergency number - 0800 111 999.

We do not have spare keys to individual properties. You are responsible for arranging and paying for a locksmith. It is advisable to get several quotes first.

Once you have had your locks replaced it is a good idea to leave a spare key with a trusted friend or relative, just in case it happens again! We cannot hold keys for you.

You cannot take in a lodger without our prior written consent. We would not unreasonably refuse to give consent, but we may refuse it, for example, if you are asking for an unreasonable rent or deposit, or if the property would be overcrowded.

Information about how to make a complaint can be found here.

We want to make sure that our services meet both our published standards and your needs as residents – so your feedback is important to us.  You can either contact our Customer Services Team or complete this form.

Please see our “Looking after your home” section here for guidance.

Download our leaflet on keeping your home free from condensation and damp.

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