Residents' Portal
Manage your tenancy
Residents' Portal maintenance
Our Residents' Portal is currently not available due to maintenance, so you will not be able to report a repair or make a rent payment through the portal at this time.
For alternative payment methods please click here.
Please email or message us using the contact details on this page if you need to reach us, and if you have an emergency repair do still call us on 0800 085 1171.
Thank you for your understanding.
The big customer survey – we need your help!
As part of Castles & Coasts Housing Association’s (CCHA’s) commitment to equality, diversity and inclusion (ED&I) and delivering excellent services to residents, we want to make sure that we hold the most up to date information about our residents, including your individual contact preferences, and whether you have any specific service needs we need to be aware of. To help us achieve this we’re carrying out a survey of residents, starting with a pilot of a small number in March 2025 to test that the survey works as it should.
Please click here to read more and look at a Q&A about the survey. If you still have any queries after reading the Q&A, please don't hesitate to contact us using the methods below.
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.
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.
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If you're a journalist, please email all media enquiries to mediaenquiries@castlesandcoasts.co.uk for our Communications team to respond to.
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.
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