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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 non-urgent 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, please contact us on 01206 244700. You will then be asked to choose whether you want to report a home repair through our contractor Fosters or a gas or oil heating repair through our contractor Aarons. 

I need to chase a repair

In the circumstance that you need to chase a repair, please call our number on 01206 244700 and you will be asked to choose which contractor you wish to get in contact with. You will then be able to speak with the contractor to chase your repair and they will escalate your enquiry. 

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 completing and emailing us an allpay card request form. Our Contact Centre Team will then arrange for a reissue. This form is also available on our Downloads and Information page

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

I have a problem paying my rent. What should I do?

If you have any problem around paying your rent and require help or advice, please contact our Income Management Advisors who are responsible for collecting rent and are here to help. Because rent is a priority debt it is important that you work with us so that we can help you accurately and quickly. Please have all of your information regarding your income, expenditure and benefits available when you call us. 

The Citizens Advice Bureaux can give you free, impartial debt advice, and the Debt Advice Locator lists free online, telephone and face to face debt advice services which are available to you. 

When will I be notified about rent changes?

We will always let you know about changes to your rent in advance. From April 1 2019 there will be new rent charges. All of the details of the changes and the actions that you need to take can be found here. This information guide is also available on our Downloads and Information page

If you need a little extra help or advice about the rent changes, please get in touch with our Contact Centre on 01206 244700 or by email at customerservices@colnehousing.co.uk

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.

Applications

How do I apply for a home?

The majority of our homes are let to people who are nominated by their local council or who bid via Choice Based Lettings for vacancies.

To bid for a property via Choice Based Lettings in Colchester, Braintree, Maldon, or Babergh districts, you must register on the Gateway to Homechoice website at www.gatewaytohomechoice.org.uk

For properties in Chelmsford, contact Home Option via email at housingregister@chelmsford.gov.uk or phone 01245 606640

Our properties in the Tendring area are let through nominations only.

You need to register with the local authority which can be done online at www.tendringdc.gov.uk or by phone on 01255 686466.

How do I apply for Affordable Housing for Older People?

Please fill out the Older People’s Housing Application form, which can also be found on our Downloads and Information page.

More information and the brochure about this process can be found on our dedicated website page.

How do I request an improvement to my home?

You can request a home improvement by completing the Home Improvement Request form, which can also be found on our Downloads and Information page.

Please return the completed form to us by email. If you do not have access to email, please call us on 01206 244 700 and we will send you a form.

More information about the process can be found on our Adapting Your Home page

How do I make an application to keep a pet?

You can request to keep a pet in your home by completing the Pet Application form, which can also be found on our Downloads and Information page.

Please return the completed form to us by email. If you do not have access to email, please call us on 01206 244 700 and we will send you a form.

More information about the process can be found on our Adapting Your Home page

A relative is supporting me. Can they have access to my Colne tenancy?

Yes, we are happy for relatives to help our residents with their Colne tenancy, if the individual wanting support is able to consent.

To request this, please 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.

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, such as help with your rent account and payments, repair follow ups, neighbour disputes, how to move home, and much more. 

Our Contact Centre Team are reachable in a number of ways, because we want to support you to live independently. Please do not be surprised if, during an enquiry, our advisors ask you to confirm your ID, as we need to verify who is making contact. 

Does your enquiry 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.

Anti-Social Behaviour

How do I report Anti-social Behaviour (ASB)?

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 and Anti-social Behaviour (ASB) guide provide 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 (ASB)?

 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, our Anti-social Behaviour guide or 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.

How do I record multiple incidents of Anti-social Behaviour (ASB)?

If an ASB Officer has recommended that you record multiple incidents of Anti-social Behaviour (ASB), please download, fill out, and return this Anti-social Behaviour Diary sheet to them.

More information can be found on our Anti-social Behaviour (ASB) page.

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. You can also read the full gardening maintenance schedule here, which is also available on our Downloads and Information page. If there are persistent delays with any aspect of this service 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.

If rubbish continues to be dumped outside bin stores in residential areas, Colne will be looking to recover costs of clearances via service charges for residents to prevent this from continuing. 

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

The best thing to do is to find out who is in your space and try and resolve it with them. There is a possibility that we can help you if 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?

Please call our number on 01206 244700 and you will be asked to choose which contractor you wish to get in contact with. You will then be able to speak with the contractor to rearrange your appointment.

Please be aware that every failed appointment costs money and means that other residents can't get the appointments they need. Please rearrange appointments in advance to prevent this from happening. 

When do Colne check gas safety in my residence?

We carry out an annual safety check on Colne-owned gas appliances and flue with gas engineers. We write to you at least eight weeks before the service is due to arrange this appointment between Monday and Friday. If you are unavailable during these times, we can offer an evening or Saturday morning appointment. 

For more information on gas safety, read our Health and Safety guide

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.

Downloads and Information

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.

Download our Forms and Information
Guide to Ways to Pay

Health and Safety Guide

Mutual Exchanges

Making a Complaint


Download our Forms and Information