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.

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.

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.

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.

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.

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.