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.


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

Can my family have keys?

Yes. You are provided with two sets of keys when you become a resident. We recommend that you pass a set to your family as key holders, so that we can contact them in the event of an emergency.

Can I have an electric scooter in my home?

We will try to accommodate you wherever possible. Some of our schemes are more difficult than others due to the nature of site. You must obtain permission from your local office before bringing the scooter onto the development. We will not normally refuse permission without good reason, but you must nevertheless obtain permission. In most circumstances the scooter must be kept in your own home and charged using your own electricity. To obtain permission, or to find out more, contact the customer services team.

Will the terms of my tenancy change?

The terms of your tenancy are within your tenancy agreement. The rights you have are either rights given to you by law or contractual ones and these cannot be changed without consulting you.

I am having problems with my neighbours, what can I do about it?

Neighbour problems, anti-social behaviour and harassment take place in various forms. They can range from a barking dog, loud music or worse still, violence. If you experience problems please contact Customer Services to ask for help and advice.

Normally we will ask you first if you have tried to sort things out, for example by asking your neighbour to turn their music down. We will tell you what you need to do, what evidence we may need and how we can take action. We promise to take your problem seriously and thoroughly investigate.

Where we cannot help you we will tell you why and how else you might solve the problem.

How do I report a repair out of hours?

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

You can report non emergency repairs in a number of ways:

  • By logging onto the residents portal  by clicking here 
  • If you are not signed up to our Residents' Portal, please use our other online reporting tool here
  • By completing a ‘Get in Touch’ form below on the Contact Us page
  • By emailing cs@castlesandcoasts.co.uk  


How quickly will you do my repair?

We have three categories of repair: Emergency - should be carried out within 24 hours. Urgent: - should be carried out within 7 days. Non urgent should be carried out within 21 days.

I am interested in getting home contents insurance

We work in cooperation with the Northern Housing Consortium to promote an affordable home contents policy. Please speak to Customer Services for further information.

I'm finding it difficult to keep up with paying my rent. What should I do?

Contact us now, so that your situation does not get serious. We deal with rent arrears in a firm, but fair way. It may be that we can agree an arrangement to repay an agreed amount of arrears over a longer period, rather than all at once.

Can you smoke in the house and are there any restrictions for visitors?

Smoking in your own home is permitted. Smoking is not allowed in communal areas such as lounges, corridors etc. Visitors are expected to observe any restrictions in force.

How can I check what is happening with my repair?

Contact the the Customer Services team 0800 085 1171

What does my rent include?

Apart from paying to live in your house, (your rent) we MAY include a service charge for communal services, for example a charge for any heating and hot water provided by communal systems. This will be shown separately from your actual rent, but you make one payment to us made up of both rent and service charge.

Can I buy part of a house?

If you live in rented accommodation you cannot, given current law, buy a part share of your home. As a tenant in rented accommodation you may have the right to buy your entire home from us under the current law. For further information please contact Customer Services . You can buy part of a home under our home ownership scheme.

How do I keep track of my rent payments?

We will record your payments on our computer each time you pay. We send you a statement twice a year which shows what rent you have paid. You can also ask for a statement at any other time. You should also keep a check on payments yourself. Keep any receipts you are given and check your bank statements.  The online residents portal allows you to keep track of your payments using the internet.

What if I pay my rent late or have financial difficulties?

You are breaking the conditions of your tenancy agreement if you pay your rent late. If you have money troubles, please contact us and we will tell you what to do and give you advice.

Will you let me know about anything that affects me?

Yes. We must, by law, consult you on certain matters. In addition, we are committed to keeping you informed about most other things that we do. We do this in a variety of ways: personally, by letter, through our residents' magazine Fanfare, by scheme or through residents’ representatives.

Can I have a satellite dish?

You should write to us and ask for permission - the reply will depend on where you live and building restrictions. It is important to check with your local planning office before you write to us.

How much notice do I have to give when I wish to leave my property?

Your tenancy is a legal agreement. This means that by law, you must give us one month’s notice. If you don't, you will still be liable for the rent and the condition of the property, even though you may already have left the premises.

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. Make sure you give a month’s notice.

3. 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).

4. Carry out any work that you have agreed with your us.

5. Make sure you return all keys promptly on the agreed day (if you don't we may charge a fee for the additional time).

6. Let us know your new address.

I can smell gas - what should I do?

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

I have lost my keys!

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 - locksmiths are listed in the Yellow Pages.

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.

Can I apply to take in a lodger?

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 over crowded.

How can I apply to sublet?

Under the terms of our tenancy agreements you are not allowed to sub-let the property, however if you wish to take in lodgers you must contact us as you must have our permission in writing.

How can I carry out alterations to my house?

As a tenant you generally have the right to carry out both internal and external alterations and improvements to your home and garden. You are first required, however, to seek our approval.

What is Right to Repair?

The right to repair applies to all rented properties. If you wish to know more about this, please contact Customer Services.

What do I do if I want to make a complaint?

We take all complaints very seriously, and have a procedure to deal with complaints that are made by anyone about the service that we provide.

In the first instance contact customer services.

How do I make a suggestion/comment or compliment about a service?

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 customer services or use the form provided on this website.

Can I make alterations to my home?

CCHA welcomes customers to make the property they rent, their home. Therefore, CCHA understands that customers may want to make some alterations to their property.
However, you must not carry out any improvements or alterations to your home without obtaining our prior written consent. Examples of improvements and alterations that you may wish to make to your home include:

  • Decorating the outside of your home
  • Altering, adding or removing fixtures and fittings including kitchen and bathroom units, fires and showers
  • Installing a television aerial or satellite dish
  • Installing laminate flooring
  • Removing or altering fencing or external walls (including to create a parking space)
  • Flagging a garden or yard (or any part of either)
  • Installing a shed
  • Anything that affects the structure of your home
  • Installing external structures, including housing for animals

Making improvements
Making improvements to your home is subject to you having first obtained our written consent and all other necessary approvals, such as planning permission or building regulation approval, copies of which you will be required to provide to us at your own cost. We will not unreasonably withhold our consent however we will make it conditional upon the work being carried out to an acceptable standard.

Simple repairs
We understand some customers prefer to complete their own basic repairs, for example tightening a door handle. This is acceptable to CCHA as the following guidelines are followed.

Rules for alterations and simple repairs
The simple rules that must be followed to complete alterations or repairs are;
1. The works are carried out by competent/qualified tradesmen.
2. All certification, electrics, gas etc. must be available and all relevant regulations adhered to.
3. Any and all future maintenance/repair costs in respect of this alteration are the responsibility of the tenant.
4. Final approval can only be given once the finished works have been inspected and passed. If the works are not to CCHA’s standard you may be asked to make good or in default of this the Association will make the works good and will then recharge you.
5. In the event of your vacation of the property, unless the incoming tenant is prepared to accept the alteration, the alteration is either:-
(a) Removed by you, and the property made good to the Association’s satisfaction;
(b) Any fixtures and fittings being the subject of this alteration are removed and replaced with standard fixtures and fittings to the Association’s satisfaction or in default of this the Association will make the works good and will then recharge you.
6. Works may be subject to inspection by a CCHA Property Surveyor.

Laminate Flooring
If we give you permission to install laminate flooring (whether in a flat or a house), then:

  • You will take it up (at our request) or allow us to take it up if we need to do so to inspect or carry out work to your home.

If we take it up, we will not be responsible for refitting it, making good or replacing it.

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.

Whilst we have made these videos to support social housing tenants in Cumbria we are sure there are useful ideas and reminders for every home.

Is Condensation or Damp a Problem in your Home?

We have teamed up with Cumbria Action for Sustainability to create a series of short videos looking at the causes of condensation or damp in your home.

Healthy Homes Advisor, Frankie O’Keefe also offers advice on how to minimise condensation and has energy saving tips which can reduce your bills too.

Whilst we have made these videos to support social housing tenants in Cumbria we are sure there are useful ideas and reminders for every home.

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