We endeavour to ensure the information is accurate and reflective of our policies. Information is grouped into sections to help you quickly find what you are looking for. Please contact us with any questions you may have about living in your Cirencester Housing home if you are unable to find what you need here.
Our Customer Service
We pride ourselves on having a personal relationship with our tenants and offering approachable services that support you to live in your home and manage your tenancy. Learn more about the services we offer and our commitment to you in the Tenant Handbook.
Tenancy Plus Here4U
Our number one priority is to help people stay in their homes. Cirencester Housing’s Tenancy Plus Here4U is one to one customer service working closely with you to understand your unique circumstances so that together, we can identify and assist with options that maybe right for you.
Health & Fire Safety
We all want to make sure that we are safe and secure in our homes and neighbourhoods. This section outlines some of the things that Cirencester Housing and you as a tenant need to consider regarding health and safety.
Maintaining Your Home
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 in reasonable repair and fit for use by you and other occupiers and visitors to the property or the scheme.
Living in Your Neighbourhood
Everyone is entitled to live in peace and quiet in their own home, and not be unduly disturbed by the behaviour of neighbours. Cirencester Housing works with tenants and other agencies such as Protection Services Officers, local authorities and the police to ensure that your estates are a safe place to live. We expect our tenants to be considerate to their neighbours and not to cause nuisance or harassment and take all reports of harassment and discrimination seriously.
Rent & Service Charges
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.
Asbestos Safety in Your Home
All contractors employed by Cirencester Housing are aware of asbestos and will inform us immediately if they see any problems in your home.
If you have any concerns about asbestos and how it could affect you please contact Cirencester Housing.
Damp, Mould and Condensation
Condensation and damp can happen in any home and is always a nuisance. Condensation can be caused by things that we do in our day to day lives throughout the home. This can be prevented by regularly heating and ventilating your home.
The Tenancy Agreement
When you start your tenancy, CH staff will review your tenancy agreement with you in detail. This is important as your tenancy agreement is a legally binding contract between you and Cirencester Housing. By accepting your tenancy agreement, you have accepted certain responsibilities and promised that you will behave in a certain way as well as acquiring certain rights.
Our policies have been prepared to guide us on how we deliver our services and ensure compliance with regulatory requirements. They will help guide you on our approach. Please read our policies. They are also downloadable as pdf’s.
Frequently Asked Questions
We endeavoured to provide you with as much information as possible throughout our website, however if you are looking for further information our FAQ’s might have the answer.
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 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 firstname.lastname@example.org, 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.
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 email@example.com 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 1st 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.
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.
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 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.
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.
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.