Christmas operating hours
Our offices will be closed from 12noon on Wednesday 24th December 2025 and will re-open at 9am on Friday 2nd January 2026.
Emergency repairs
If you're a Castles & Coasts’ tenant, please don’t worry if you have an emergency repair over the Christmas period. You can still call us even while our offices are closed if it’s an emergency, on 0800 085 1171. Emergencies are problems that mean an immediate risks to your safety, security or health. There are examples of emergency repairs in this section of our website and our normal repairs service starts again on 2nd January 2026.
If you have a gas leak or can smell fumes, call the National Gas Emergency Service straight away on 0800 111 999.
We've put other important information together for you here.
Contacting Castles & Coasts
We are open for face to face customer enquiries at our Carlisle office (5 Paternoster Row) and our Workington office (Stoneleigh) on Tuesdays and Thursdays between 10am and 2pm.
If you're a journalist, please email all media enquiries to mediaenquiries@castlesandcoasts.co.uk for our Communications team to respond to.
Customer feedback
Your feedback is extremely important to us, please visit our Customer Feedback page if you would like to provide us with some.
Castles & Coasts Housing Association provides an emergency call out service to deal with emergency repairs outside of normal working hours.
Customers should call us on 0800 085 1171 for emergency and out of hours repairs. Please do not report an emergency / out of hours repair using the online repairs reporting service.
Registered office
Castles & Coasts Housing Association Ltd
5 Paternoster Row
Carlisle
Cumbria
CA3 8TT
T: 0800 085 1171
E: cs@castlesandcoasts.co.uk
Unacceptable Behaviour & Unreasonable Demands Policy
Castles & Coasts Housing Association (CCHA) is committed to providing our customers with excellent standards of service, in a polite and respectful way, in line with our service commitments. Our staff are expected to demonstrate our Corporate Values, at all times, when delivering services to customers.
In return, we have an expectation that our customers will behave appropriately towards our staff, that staff will not be subjected to unacceptable behaviour in the course of their work and that individual customers will not take up a disproportionate amount of our resources (including time). This policy sets out the behaviour that we define as resource intensive, unacceptable and unreasonable, and the process we will follow to challenge and manage such behaviour from customers.
