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Frequently Asked Questions

Looking for an answer? We want to help you live independently so we have shaped a page for you to get quick answers to the questions about your home.

Still not found what you’re looking for? Get in touch via our general enquiries page.

Repairs

I want to report a new repair

If you have an emergency repair outside office hours please call 01206 244700.

All repairs are dealt with as swiftly as possible by our contractors. The quickest way to report a repair is via our website on our Report It - Repairs page. Just complete the repair request box. Please provide us with as much detail as possible so that we can raise your repair quickly. 

If you would like to report your repair by phone, our contractors handle customer calls directly, so you do not need to contact Colne initially.

For a home repair, call Fosters on 01945 473965.

For a gas or oil heating repair, call Aaron Services on 01473 835146.

I need to chase a repair

In the circumstance that you need to chase a repair, please contact our contractors responsible for the repair. They will take action as quickly as possible. 

For a home repair, call Fosters 01945 473965.

For a gas or oil heating repair, call Aaron Services 01473 835146.

Rent

How do I make a rent payment?

There are many ways to pay your rent quickly and easily, listed below. 

  • Direct Debit
  • 24-hour Secure Automated Phone line
  • Allpay website 
  • Online app: A free and secure mobile application
  • Post Office and PayPoint
  • Cheque
  • Standing Order
  • Housing Benefit

For more information head to our Pay It - Rent page or read our Ways to Pay Your Rent guide.

How do I access my rent account information?

 The quickest way to access your rent account information is on your MyTenancy account online. 

You can also access your rent account information over the phone by calling our friendly contact centre team on 01206 244700.

I’ve lost my allpay card. What do I do now?

Don’t worry. You can apply for another one by phoning our Contact Centre Team on 01206 244700 and they will arrange for a reissue quickly.

For information on ways to pay without a card, read our Ways to Pay Your Rent guide.

Changing My Home and Tenancy

Can I transfer to another Colne home or swap homes with a non-Colne resident?

 Absolutely. If your home no longer suits your needs and you fulfil the criteria to do so depending on your situation, you can either:

Apply to move to another Colne home 

or 

Apply to mutually exchange your home with a resident of another housing association or council. 

For more information about both head to our Swap Homes page.

For more information about Mutual Exchange, read our Mutual Exchange guide.

If you think you’re ready to apply, you can fill out a Housing Transfer Application form or a Mutual Exchange Application form. Both can be found on our Downloads and Information page.

Am I eligible to add or remove people to/from my tenancy?

If your situation has changed, we are here to help you change your tenancy.

If you wish to add someone to your tenancy, you must be able to prove that they are a partner who has lived in the property for 12 months. Please contact us for more information. 

If you wish to remove someone from your tenancy for whatever reason, please contact us and we will inform you of the next steps.

MyTenancy

What are the benefits of MyTenancy and how do I login?

MyTenancy is a secure online system which contains your personal information about your tenancy. All you need to enter the site is your username and password. 

It’s the quickest and easiest way to access your tenancy information such as rent, service charge payments, your household details, and your Home Officer contact details. It also provides information on how to get help with housing and your rent account, and details any repairs you have reported.

I’ve forgotten my MyTenancy password or username. What do I do?

Don’t worry. You can call the Contact Centre on 01206 244700 and they will help you set up a new one.

A relative is supporting me. Can they have access to MyTenancy account?

Yes, we are happy for relatives to help our residents with their MyTenancy account, if the individual wanting support is able to consent. The resident can apply for this by completing and sending us a MyTenancy Consent form. Any data on this form is being collected in accordance with our Privacy Policy. Our Contact Centre will notify you once this has been approved and you can withdraw consent at any time. 

Similarly, if you would like a relative to support you with your general tenancy, you can complete and send us a Permission to Share Information Consent form. Any data on this form is being collected in accordance with our Privacy Policy. Our Contact Centre will notify you once this has been approved and you can withdraw consent at any time.

Forms

How do I request and send a form?

Our forms can be downloaded or requested. The following forms are available to download, print, and scan to us via info@colnehousing.co.uk. You can also send forms back to us by post. If you do not have a printer, you can request an email version in some cases.

We endeavour to process your request as soon as possible. The actions delivered once you submit a form depend upon the nature of your enquiry.

Forms can be found on our downloads page and if you need more information before filling them out you can find them on their topic webpage.

Colne Contacts

What can the Contact Centre help me with?

Our Contact Centre are your first point of contact and they can resolve the majority of customer enquiries. 

Does your query require help from someone in one of our specialist teams? Our Contact Centre can help to arrange this for you by making an appointment between you and the individual you need to speak to.

Please remember that our Contact Centre Team are reachable in a number of ways, because we want to support you to live independently. 

Anti-Social Behaviour

How do I report Anti-social Behaviour?

You have a right to live peacefully so we want to do all we can to help resolve your Anti-social Behaviour (ASB) issue as quickly as possible.

Our Anti-social Behaviour (ASB) page provides guidance on who to contact and when. 

If you have experienced a serious incident, such as assault, domestic violence, threat, a hate crime or harassment, please report this to the police immediately as well as letting us know on 01206 244700.

Am I experiencing anti-social behaviour?

 Anti-social Behaviour (ASB) is any behaviour to cause alarm, harassment, or distress in and around your household. This also concerns behaviour causing nuisance or annoyance. 

If you need more information about identifying Anti-social Behaviour (ASB), we recommend reading the Anti-social Behaviour (ASB) page in your Resident Handbook and our Anti-social Behaviour (ASB) page.  

If you have experienced a serious incident, such as assault, domestic violence, threat, a hate crime or harassment, please report this to the police immediately as well as letting us know on 01206 244700.

Community area issues

The cleaners/grass cutters have still not been. How do I chase this up?

Your notice board provides your cleaning schedule information, which is monitored weekly. If there are persistent delays please call our Contact Centre on 01206 244700.

Please bear in mind that our cleaning services can only keep communal areas clean if they are free of clutter. 

I can’t access my bin stores. Can I get help with this?

Every resident has the right to access their bin stores. This can only happen if every resident is responsible for maintaining the bin store area.

Please ensure that your waste is transferred into bin bags and placed in the bin store. If access is compromised, Colne will send a letter to residents to take action.

Someone is using my parking space, how do I resolve this?

We can help resolve this once you tell us who is in your space.

If there is an unknown vehicle that appears to have been dumped and unused in a space for some time, report it to your local council. They will resolve this as quickly as possible. 

Appointment issues

I won’t be at home when the contractor comes to fix something. What should I do?

Call the contractor directly to rearrange your appointment. If it concerns a home repair, call Fosters on 01945 473965.

If it concerns a gas or oil heating repair, call Aaron Services on 01473 835146. 

Complaints and Disputes

How do I make a complaint?

We take complaints very seriously. We have a Feedback and Complaints page which is set up for you to report things quickly and easily, or you can call us on 01206 244700.

To make a complaint regarding any aspect of our service where there is a specific individual involved, firstly tell them that you are unhappy and ask if they can put it right. If you are not satisfied or feel that more investigation is needed, please make a formal complaint. Our Making a Complaint guide provides guidance about this procedure.

How do I dispute something that I have been accused of?

We want to work with our customers to resolve these issues as quickly as possible.

You can contact us via the Feedback and Complaints page or phone us on 01206 244700.

Helpful Guides

We have produced a selection of helpful guides, all of which are available as PDF downloads. Take a look at our downloads section for helpful information and resources.

VIEW THE GUIDES
Health and Safety Guide

Guide to Ways to Pay

Mutual Exchanges

Making a Complaint


SEE OUR GUIDES