Make a Payment

Report a Repair

FAQ & Support

Looking after your home

The aim of this section is to provide you with information about how to look after your home and what improvements you can make, plus a link to where you can find out how we help you make appropriate adaptations to your home. We've also included home contents insurance details and some safety information you might find helpful. 

Making alterations to your home

We appreciate that residents want to make the property they rent, their home. We understand that you may want to make some alterations to your property. However, you mustn't carry out any improvements or alterations to your home without getting prior written consent from us. 

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 to your home is subject to you having first obtained our written consent, and all of the other necessary approvals, such as planning permission or building regulation approval. You'll need to provide these for us at your own cost. We will not unreasonably withhold our consent, though we will make it conditional on the work being carried out to an acceptable standard.

We understand that some residents prefer to complete their own basic repairs, for example tightening a door handle. It is OK to do this as long as the following guidelines are followed.

Rules for alterations and simple repairs

These simple rules need to be followed to complete alterations or repairs:

  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.

 

If we give you permission to install laminate flooring (whether in a flat or a house), you are agreeing to 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.

Aids and adaptations in your home

We are committed to meeting the needs of our residents to support where practicable, independent living in their homes with privacy and dignity for as long as possible.

By providing this service, we always consider how suitable the overall accommodation is in relation to the individual, along with the nature of the particular home in order to maintain the value of the property/asset to the association.

To find out more, including details of how to apply, please visit our aids and adaptations page.

Home contents insurance

Cover everything in your home

You never expect things to go wrong at home but it could happen. It’s worth asking yourself if you’d need help with the cost of putting things right after a kitchen fire, washing machine flood, or a break in.

Tenants contents insurance financially protects the contents in your home, garage or shed – such as your clothes, TV, furniture, gadgets, and garden tools.

If your belongings are stolen or damaged by vandalism, water leaks, flooding, storms, or fire, you could claim on your insurance with no excess to pay. If you’re covered, you don’t have to find the cash to put things right.

If you want more protection for mishaps in the home, like dropping your phone and smashing it, you can upgrade your policy and add accidental damage cover.

To find out more, visit https://www.rsainsurance.co.uk/tenants-contentsinsurance/

  • Tenants contents insurance financially protects the contents in your home, garage, and shed.
  • Cover includes improvements you make to your home, such as new laminate flooring or a fitted kitchen.
  • Prices start from as little as 45p per week, £1.47 per month, or £15.65 for 12 months contents cover*.

* Prices shown are for £4,000 of contents insurance cover, based on postcode area and include a transaction fee. They exclude accidental damage and optional covers. The price you pay will depend on your individual circumstances, postcode and cover chosen. RSA price data March 2025.

  • You can pay weekly, fortnightly, monthly, or in one upfront payment until your yearly review date – whatever suits you best.
  • No nasty surprises – no excess on claims and no fees for changing your details or cancelling your policy.
  • You don’t have to have special door or window locks – as long as your external doors lock, it’s fine.
  • You can upgrade your cover to protect your home’s contents against accidental damage
  • You have the option to protect your belongings whilst away from your home, and if you have them, you can also cover your bicycles, hearing aids, and wheelchair/ mobility scooter(s) whilst away from your home.
  • More than 25,000 tenants have already chosen RSA for their contents insurance**, so they understand what you need from them.

**Number of customers with an active tenants contents insurance policy February 2025.

  • As your landlord/housing association, we’ve given our thumbs-up to RSA’s tenants contents insurance so you know you’re in safe hands.
  • RSA will be there for you, if you ever need to make a claim and will put things right as quickly as they can.
  • In the last two years, RSA has paid more than 1,700 claims with a value of £1.4 million***.

***RSA claims data February 2023 – January 2025.

This is a monthly policy, so you’re only committing to a contract each month when you pay for it to renew. Your price and cover will stay the same each month, unless you want to change it.

On a set date each year there is a review of your policy terms, conditions and price, which may mean they will change. RSA will send you everything you need to know about this. So you can decide if you want to continue with the policy or not.

It’s good to know you’re choosing tenants contents insurance that’s been given a thumbs-up by us as your landlord/housing association. We’ve worked with RSA to make sure their insurance could be suited to your needs. For starters, RSA tries to make prices as affordable as possible by starting with £4,000 as the minimum amount of cover for tenants who don’t own a lot of contents. You can change your details whenever you need to with no amendment fee. If you need to make a claim and you’re covered, you don’t have to worry about paying an excess. And you can cancel at any time without paying a cancellation fee.

By insuring with RSA, you’ll be joining over 25,000 tenants and leaseholders just like you who have chosen them for their contents insurance*.

 

*Number of customers with an active tenants contents insurance policy February 2025.

Wondering if RSA are the right people to insure your home’s contents? We’re glad you asked. More than 25,000 tenants have already chosen RSA for their contents insurance*, so they understand what you need from them, so you can feel confident that you have the financial protection should the worst happen.

 

*Number of customers with an active tenants contents insurance policy February 2025.

You never expect things to go wrong at home but it could happen. It’s worth asking yourself if you’d need help with the cost of putting things right after a kitchen fire, washing machine flood, or a break in.

Tenants contents insurance financially protects the contents in your home, garage or shed – such as your clothes, TV, furniture, gadgets, and garden tools.

If your belongings are stolen or damaged by vandalism, water leaks, flooding, storms, or fire, you could claim on your insurance with no excess to pay. If you’re covered, you don’t have to find the cash to put things right.

If you want more protection for mishaps in the home, like dropping your phone and smashing it, you can upgrade your policy and add accidental damage cover.

To find out more, visit https://www.rsainsurance.co.uk/tenants-contentsinsurance/

We know money is tight. And it’s easy to think the worst will never happen to you, but what if it does? Could you afford to put things right? Tenants contents insurance financially protects your home’s contents.

If you’re burgled or anything is lost or damaged in a fire or flood, you could claim on your insurance, and if covered, this would pay to repair or replace your contents. To make it as affordable as possible for you, prices start from as little as 45p per week, £1.47 per month, or £15.65 for 12 months contents cover*. 

There’s no excess to pay if you need to make a claim. You won’t be charged a fee if you ever need to change your details, like your cover levels, name, or address if you move home. And you can cancel at any time – free of any cancellation fees.

*Prices shown are for £4,000 of contents insurance cover, based on postcode area and include a transaction fee. They exclude accidental damage and optional covers. The price you pay will depend on your individual circumstances, postcode and cover chosen. RSA price data March 2025.

Getting contents insurance sorted shouldn’t be hard work or confusing. That’s why RSA does everything they can to give you all-round peace of mind. Got questions? Great! Give them a call and they’ll help in any way they can. When you’re ready to apply, RSA’s customer service team will take you through the options, so you feel confident in choosing the right cover for you.

You can also complete the application form and send it back by email or post – whatever works best for you. If you ever need to make a claim, don’t worry – RSA will be there for you. They’ll put things right as quickly as they can so your life can get back to normal.

Click on the links below for more details:

 

Home contents insurance product information

 

Start a quote (online)

 

Home contents insurance application form (download)

 

Essential information

 

Home contents insurance policy wording

 

Preparing for flooding

Flooding affects many parts of the UK. There are lots of things you can do to prepare for a flood if you live in an affected area.

We have created this new video on what to do in the event of a flood.  It gives general information about how residents can protect themselves in the case of a flood.  We have also created a simple lleaflet, which you can find below.

If you live in a CCHA property, which has previously flooded, we will already have met you to discuss your individual Evacuation Plans.

We also recommend, if you live in an area prone to flooding, that you sign up to the Environment Agency Flood Warnings System, which is a free service. Call: 0345 988 1188 or visit their website using the link below.

CCHA flood leaflet Environment Agency

Lithium battery safety – important information for residents

The safety of residents is a key priority for Castles & Coasts Housing Association (CCHA) and you might have seen in the media that there’s been a notable increase in fires relating to lithium batteries this year, and some have sadly been fatal.

Why do we use lithium-ion batteries?

Lithium-ion batteries are widely used in anything from small items like mobile phones and laptops to larger items such as electric bikes, e-scooters, electric vehicles (EVs) and mobility scooters. This is because these batteries can store a very large amount of energy in a very small space. 

Why are they a fire risk?

These types of battery become a fire risk when they’re over-charged, short-circuited or damaged, so it’s really important to charge them safely.

We’ve put these tips together to help.

Tips to safely charge your lithium-ion batteries 

  • Always read and follow the manufacturer’s instructions.
  • Regularly check the condition of the battery. Look for any dents or signs of overheating. If you spot any dents, stop using/charging the battery straight away and have it replaced.
  • Only use the charger supplied with the battery, because it’s designed to steadily charge the battery to avoid overcharging.
  • If you don’t have the original charger, only use a replacement from the original manufacturer. Counterfeit chargers can be deadly, as overcharging, over discharging and charging the battery too quickly are some of the main causes of fires from lithium batteries.
  • Don’t leave items plugged in and on charge continuously - disconnect the battery and unplug your charger when the charge cycle is complete.
  • Charge batteries when you’re awake and alert so if there’s a fire, you can respond quickly. Don’t leave batteries to charge while you are asleep or away from the home.
  • Charge your batteries in a safe place, away from places where they may stop you from escaping if there’s a fire.
  • Don’t charge batteries close to combustible materials or hazardous substances.
  • Don’t charge lithium batteries where there are high temperatures or directly in the sun.
  • Don’t overload socket outlets or use inappropriate extension leads.
  • Keep your lithium batteries uncovered when charging.
  • Monitor the charging of your batteries if you can, especially if they’re powerful ones like e-bike or e-scooter batteries.
  • Make sure you have early warning systems in place such as a working smoke alarm.

In the event of a lithium battery fire, do NOT try to extinguish the fire.

Get out.  Stay out. Call 999.

If you have any queries at all about this letter, please contact our Health and Safety Team on 0800 085 1171 or by emailing cs@castlesandcoasts.co.uk