Frequently Asked Questions

Cirencester Housing owns and manages homes, and works with local communities, developers, and partners to develop new affordable housing. Our customer service is based on having personable relationships with our tenants, supporting them in their tenancy and providing safe and cost-effective housing. Our approach is to be kind, respectful and responsive thus demonstrating our personal service.

Cirencester Housing owns 163 properties across 12 developments throughout Cirencester and the surrounding Cotswold villages including, Southrop, Fairford, Bibury and North Cerney.

You can report a repair by phoning Cirencester Housing’s free phone repairs line on 0800 0418377. The call will be forwarded to our repair’s contractor, NKS Contracts, who will deal with your request accordingly. Non-emergency repairs can be reported Monday to Thursday 8:30AM – 5:00PM and Friday 8:30 to 4:30PM. Alternatively you can report a repair by emailing us at contact@cirencesterhousing.org.uk or by completing the online form on our Request A Repairs page on the website.

Out of hours Emergency repairs can be reported 24/7 by calling 0800 0418377. NKS Contractors will only attend repairs if it is an emergency in line with our emergency out-of-hours services that are outlined in the tenant information.

Your tenancy agreement with Cirencester Housing will identify the frequency for paying your rent – weekly or monthly.  All rent is due in advance. If you pay weekly, your rent is due on Monday of each week. If you pay monthly, your rent is due on the 1^st of every month. Cirencester Housing uses the allpay service to offer tenants several options to pay their rent. This can be done by direct debit, by cash at a PayPoint outlet, credit or debit card online, by telephone Allpay or by using the Allpay app.

You can locate information on your tenancy agreement by visiting our Tenant Information page via our website. We have grouped information into sections to help you quickly find what you are looking for.

Cirencester Housing’s rentalproperties  are advertised through Homeseeker Plus. Once you are registered, you will be able to place a bid on properties that you are eligible for. Please note that queries relating to your Homeseeker Plus application should be made directly with Cotswold District Council’s Housing Advice Service.  Cirencester Housing maintains a waiting list for homes in rural areas that require a local connection, please get in touch with a member of the team to register for our waiting list.

Shared Ownership properties will be advertised via our website and news feed as and when they are available for sale. If you are interested in applying for a Shared Ownership property please get in touch with us via telephone, by emailing contact@cirencesterhousing.org.uk or by completing the web form on our Looking For A Home page

All complaints will be handled in accordance with our Complaints Policy and no one will be treated unfavourably as a result of making a complaint. The policy includes information about the Independent Ombudsman scheme.

If you wish to make a complaint you can do this by contacting a member of the team by telephone, by emailing contact@cirencesterhousing.org.uk, in writing or by completing the online form by visiting our Complaints page.

As a small housing association, we know that the best way to make a difference and achieve more is by working with others. As such we have a high emphasis on collaboration and a partnering approach to our business. If you wish to partner with us please get in touch by telephone, by emailing contact@cirencesterhousing.org.uk, or by completing the online form by visiting our Contact Us page.

You can get in touch with a member of our team by telephoning 01285 658377, by emailing contact@cirencesterhousing.org.uk, or by completing the online web form on our Contact Us page.  We are a small housing association with minimal staff. Our staff work directly with customers as much as possible and are often busy visiting estates and attending meetings so may not always be available to answer the phone and take your calls. Please leave a detailed message if we are not available to take your call and we will get back to you as soon as we can.

Cirencester Housing’s responsibilities as your landlord are outlined under Section 11 of the Landlord & Tenant Act 1985. We will take reasonable care to keep the communal areas maintained. We are responsible for the gas servicing, the structure of the property including drainage and pipes, gas, electricity and water installations, communal areas and facilities and the exterior of the properties. We are not liable for the cost of any necessary repairs that are a result of damage or misuse of the property by yourselves or any visitors to your property or for any fixtures that have been added by a former tenant or alterations made by a former tenant, unless otherwise stated at the start of the tenancy.

Please visit the Tenant Information page on the website to view and download further information on Maintaining Your Home and for further details landlord and tenant responsibilities.

Cirencester Housing’s policies can be located on the Our Policies page on the website. The policies will act as a guide on how we deliver our services and our general approach. Please contact us with any questions if you are unable to find what you need here.

Your neighbours may not be aware that their behaviour is causing you a problem. If you feel comfortable doing so, the best thing to do is to speak to them directly; remember to remain polite and try not to be angry. If the situation does not lessen or improve, let them know and contact your Housing Officer to explain your concern as well as the steps you have taken so far. If you feel it necessary, it can be beneficial to keep written notes of incidents and the action you have taken to resolve them, including the dates and times. Should we need to become involved, this will help us in trying to assist you to deal with the problem. We can supply diary sheets for this purpose. If you witness any criminal act, you should call the police in the first instance. When reviewing any reported concern, should you not want a member of staff or the police to visit you at your home, please specify this via phone and a private, alternative meeting place can be arranged.

Please visit the Tenant Information page on the website to view and download further information on Living in Your Neighbourhood.

The service charge covers the cost of providing services on your estate and communal areas. Every tenant that resides on the estate that benefits from common facilities, contributes towards the cost of the services. You will be provided with an annual statement showing the costs of these services. Most elements of the service charge are eligible for Housing Benefit purposes.

Please visit the Tenant Information page on the website to view and download further information on Rent and Service Charges.

You must give Cirencester Housing written notice to end your tenancy in compliance with your tenancy agreement. Your notice period is specified in your tenancy agreement and must expire on the day of the week or date of the month immediately prior to the start day or date of your tenancy. You are required to provide your notice in writing and it must include at a minimum; A statement you wish to give notice to vacate,  your name and address, our company name and address, the date of the notice and the date the notice expires. Cirencester Housing will acknowledge your notice in writing, send you details of your rent account and request arrangements be made to hand-over the property.

Please visit the Tenant Information page on the website to view and download further information on The Tenancy Agreement.

You can request a pet application form directly from us. By completing and submitting this form, you acknowledge and agree to comply with Cirencester Housing’s criteria for keeping a pet. We may take legal action to enforce the tenancy requirement and will ask you to remove the pet from the property. We may rescind previously granted permission if we receive complaints of noise, fouling, aggressive or other concerns associated with your pet. Furthermore, if there is any cause for concern in relation to mistreating of your pet, this will be reported to the RSPCA and the granted permission will be rescinded. The criteria for keeping a pet is outlined within the pet application form and must be met in order for your application to be considered.

You are responsible for maintaining the inside of your home, decorating it, and keeping it in a good condition. You may paint and wallpaper wall areas that suit your own taste.  Please do not paint kitchen units, wall or floor tiles, electrical sockets or storage heaters as you will be re-charged for putting them back to how they were. Please visit the Tenant Information page on the website to view and download further information on Maintaining Your Home.

Cirencester Housing does not provide furnishings or white goods and therefore maintain no responsibility for any white goods within our properties.

If you suspect or are aware of any pests in your home – such as squirrels, ants, mice or rats – it is your responsibility to resolve this issue. In any suspected cases of pests in your home, we recommend that you contact your local Environmental Health Department for assistance.

Some of our schemes are subject to planning restrictions; therefore, you must obtain our written permission before installing a satellite dish or TV aerial. We will not unreasonably withhold permission.

If your home has a private garden, the garden area will be made known to you as part of your tenancy sign-up. The maintenance of a private garden associated with the specific home and is the responsibility of the tenant connected with that home. Where gardens are not private, they are likely to be communal; in that case, we will maintain the identified garden area and you will pay for this service through your service charge.

You are welcome to plant in your private garden with the exception of larger greenery such as shrubs, bushes or trees; if you are unsure whether suggested planning is agreeable to Cirencester Housing, please contact us for guidance. The planting or removal of larger items such as shrubs, bushes and trees must be coordinated with Cirencester Housing and a garden planting scheme agreed in writing. Covering any area of the garden with gravel or paving slabs (hard landscaping) requires our written consent and must not be carried out without it. When considering the location of a barbecue, please ensure that you keep them safe and away from fences and buildings. Please remain considerate to your neighbours and other residents when hosting barbecues or other events that use the garden.

If you have difficulty paying the rent, please let your Housing Officer know as soon as possible. All information will be treated confidentially and will only be disclosed with others where we have your permission and in compliance with our Privacy Policy, which is available on the Our Policy page on our website and upon request. Tenants on a low wage, state benefits or a pension, may be able to get help towards the cost of rent VIA Housing Benefit or Universal Credit housing element. Please contact our Housing Officer or your local council housing department for more information.

Your rent, including service charge is payable in advance and depends on the frequency you pay your rent. Your rent is based on a per week basis due every Monday. You may agree with us to pay your rent on a different frequency. However, if you fall into arrears, we may revert to requiring you to pay your rent weekly until such a time as you are able to pay regularly in advance. You are required to pay in advance based upon the frequency of your payment schedule. Based on your agreement with us if you pay your rent weekly, you pay rent 1 week in advance, If you pay fortnightly, 2 weeks in advance and monthly, 1 month in advance.

It is important to pay your rent promptly and not to let your account fall into arrears, even if you are waiting for a benefit claim to be processed. Arrears occur if you have not paid your rent in advance and your account goes into a negative balance at any time. If your account falls into arrears, we will contact you to arrange payment and if you fail to do so, may consider taking legal action. We will send you a rent statement quarterly, however if you need a statement in between times we will be happy to supply you with one on request

You can request to pay your rent on a different frequency. Please speak to the Housing Officer if you are looking to change the frequency of your rent payments.

If you fall into arrears, we may revert to requiring you to pay your rent weekly until such a time as you are able to pay regularly in advance.

If you have difficulty paying the rent, please let your Housing Officer know as soon as possible. All information will be treated confidentially and will only be disclosed with others where we have your permission and in compliance with our Privacy Policy, which is available on the Our Policy page on our website and upon request. Tenants on a low wage, state benefits or a pension, may be able to get help towards the cost of rent VIA Housing Benefit or Universal Credit housing element. Please contact our Housing Officer or your local council housing department for more information.

When you apply for assistance you will need to provide information about; how much the rent is, how much income you receive, if you have any arrears (request an up-to-date account statement from our office for this purpose),  what savings you have,  the size and type of your accommodation and the size of your family. Even if you have savings or do not currently receive other benefits, you may qualify for assistance with housing costs, so please apply.

We encourage you to consider seeking assistance and further advice if you find yourself in financial difficulties or at risk of losing your home. We maintain an updated list of contacts on the Info & Advice page on our website.  If you have any additional queries, please contact your Housing Officer who can assist and direct you to other services and charities who may offer further assistance.

Your rent, including service charge is payable in advance and depends on the frequency you pay your rent. Your rent is based on a per week basis due every Monday. You may agree with us to pay your rent on a different frequency. However, if you fall into arrears, we may revert to requiring you to pay your rent weekly until such a time as you are able to pay regularly in advance.

The service charge covers the cost of providing services on your estate and communal areas. Every tenant that resides on the estate that benefits from common facilities, contributes towards the cost of the services. You will be provided with an annual statement showing the costs of these services.

You can locate information on your tenancy agreement by visiting our Tenant Information page via our website. We have grouped information into sections to help you quickly find what you are looking for.

If you wish for your partner to move into the property but not be on the tenancy, you will need to ask for permission from your Housing Officer.

Cirencester Housing properties for rent are advertised through Homeseeker Plus. Once you are registered, you will be able to place a bid on properties that you are eligible for. Please note that queries relating to your Homeseeker Plus application should be made directly with Cotswold District Council’s Housing Advice Service.  Cirencester Housing maintains a waiting list for homes in rural areas that require a local connection, please get in touch with a member of the team to register for our waiting list.

You may be entitled to exchange your home with another Cirencester Housing tenant or with a tenant of another registered social landlord or local authority. You must first obtain written permission from us and any other landlord involved. To exchange tenancies, you must be a council tenant with a secure council tenancy or a flexible council tenancy or a housing association tenant with an assured tenancy or a secure tenancy or a fixed-term assured shorthold tenancy of 2 years or more.

You cannot exchange tenancies if you: are a council tenant with an introductory tenancy or a demoted tenancy, are a housing association tenant with a starter tenancy, rent a bedsit or hostel room from the council, live in supported accommodation, rent your home from a private landlord, even if you got the home through the council or own your home as a shared ownership leaseholder.

To apply, you will need to complete the online application form found on the Homeseeker Plus website. This will let you know whether you are eligible to apply and what housing options are best for you. Not everyone is eligible to apply. You must have a right to reside in the UK – without this, you are not eligible for housing. For more information, please visit the Homeseeker Plus website for further details. https://www.homeseekerplus.co.uk/choice/default.aspx.

Cirencester Housing has increased its stock by 20% over the last five years by utilising spare land and working with developers in villages within the Cotswold District.

We are presently working with the local parish councils of North Cerney and Bagendon to help them to bring 12 affordable homes to meet their local housing need. Furthermore, we have recently started work on a development in Cricklade due to launch next year.

In addition, we are expanding into providing property services to other like-minded local small landlords who offer homes at below market rent.

Cirencester Housing was formed in 1949 by a small group of people who were passionate about providing homes in a post-war Britain that was facing its worst housing crisis for some time. A new approach to supplying people with houses was needed. This led to a variety of innovative housing ideas across the country.

Cirencester Housing owns 163 properties across 12 developments throughout Cirencester and the surrounding Cotswold villages including, Southrop, Fairford, Bibury and North Cerney.

Cirencester Housing is governed by a Board which operates under the National Housing Federation Code of Governance. The Board entirely consists of voluntary members who have experience in a wide range of expertise. The Board crucially is responsible for the strategic and governance oversight of the organisation. For further information on our Board members please visit the Meet the Team page on our website.

The 8^th Earl Bathurst was integral in the formation of Cirencester Housing and remained involved throughout his life. The 9^th Earl Bathurst followed in his father’s footsteps and joined the Board of Cirencester Housing in 1991. Lord Bathurst stepped down as a Board Member in 2014. To demonstrate respect for his contributions and recognise Cirencester Housing’s ties with the Bathurst family, he was invited to become our President.  We are pleased that Lord Bathurst actively continues to support and be involved with Cirencester Housing.