Residents' Portal
Manage your tenancy
** Rent statements **
If you’re a Castles & Coasts customer and have received your rent statement, please note that it might not fall in line with your cycle start and end dates for your Universal Credit or Housing Benefit payments. This means it could show as an arrears or credit balance on your account. Please check your statement carefully - we've put some FAQs together here that might help and if you need to contact us, please email income@castlesandcoasts.co.uk
If you would like to speak to someone you can still reach us on 0800 085 1171 though we’re experiencing a high volume of calls at the moment, so please bear with us. Thank you for your understanding.
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.
Outside of these hours, our Customer Services Team is available to contact by phone Monday to Friday, 0800 085 1171, between 9am and 5pm.
If you're a journalist, please email all media enquiries to mediaenquiries@castlesandcoasts.co.uk for our Communications team to respond to.
Get in Touch
Please complete the form below and let us know what your query is about.
- Please note, if your enquiry relates to a new or existing anti-social behaviour (ASB) issue, we have a separate form for you to complete, here.
- If you would like to request a copy of the data we hold about you, please click here to complete a Data Access Subject Request Form.
Email Us
cs@castlesandcoasts.co.uk
Call Us
0800 085 1171
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.
Loading...