FAQs

Here is a list of questions that we are often asked. If the answer to your question is not here, your Housing Officer will be able to help.

Frequently Asked Questions

We use a choice-based lettings system called These Homes.  It is simple to use and you choose which properties you want to be considered for.

Find out more from our Available Homes and Letttings section.

You can report a repair by:

  • Calling 01224 628104 during office hours
  • Calling 01224 625822 outwith office hours
  • on our website (non-emergency)
  • Via the our My Home tenant portal
     

Find out more in our Repairs section.

You can pay your rent by:

  • direct debit or standing order
  • online using your Allpay rent card
  • at any PayPoint using your Allpay rent card
  • over the phone
  • in person at the office in cash, cheque or by card.
     

Find out more from our Paying Rent section

There are many ways you can get involved.  Tenant participation is for everyone and we can find a way that will work for you.

Our Tenant Participation Officer will be happy to talk you through your options.  More details are available here.

Many complaints can be dealt with informally. For those that can’t, we have a formal procedure to investigate and respond to complaints.

Our Complaint procedure is available here.

You will need to sign a termination form. Your tenancy will end 28 days after we receive your signed termination form.

Find out more from our Ending Your Tenancy section.

The first step is to contact your housing officer.  There are certain requirements that must be in order before an exchange can take place.  More details are available here.

If you wish to move, you will need to apply on www.thesehomes.com.  These Homes is a choice based letting system that Castlehill Housing Association uses to re-let our properties.  These Homes also advertises for other local Associations. To apply, please click here

If you would like to take in a lodger or sub-let your home, you will have to complete and return an application form.  This is covered in section 4.1 of your tenancy agreement.  Please contact your housing officer to discuss your situation and to find out if subletting would be an option for you.

This is also known as “assignation”.  If you would like to transfer (assign) your tenancy to another person, the property must have been the only or principal home of the person to whom you want to assign the tenancy for at least 12 months before the date of your written request.  Please speak with your housing officer to find out more.