Frequently Asked Questions
General FAQ's
The rent and service charge for flats varies on location and size. A full list of current charges can be found here
Many of our homes are designed to be disabled-friendly, featuring step-free access, wide doorways, and accessible bathrooms with grab rails and walk-in showers. We ensure that all essential areas are easily navigable for wheelchair users, providing a comfortable and inclusive living environment for tenants with disabilities.
No, but we do give priority to Veterans and their partners, provided they can supply evidence of their service.
No, with the exception of properly registered and authorised assistance animals.
We only accept applicants over 60 years of age.
Our waiting list is not based on first come first served. When flats become available all applicants are assessed on the basis of housing need, service history, service connections and the balance and mix of the court in question.
Yes we provide communal lounges, kitchens and laundries for use in each court. Some also have communal wellbeing rooms and hairdressing facilities.
No – we provide sheltered housing for people to carry on with independent living. We are not a care home or a nursing home.
Housing Ombudsman FAQ's
As an Association we will accept a complaint unless there is a valid reason not to do so. If we decide not to accept a complaint, we will evidence the reason why. Each complaint will be considered on its own merits.
Our complaints policy will set out the circumstances in which a matter will not be considered as a complaint or escalated, and these circumstances must be fair and reasonable to tenants. Acceptable exclusions include:
- The issue giving rise to the complaint occurred over twelve months ago.
- Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
Matters that have previously been considered under the complaints policy.
If we decided not to accept a complaint, an explanation will be provided to the tenant setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the Ombudsman. If the Ombudsman does not agree that the exclusion has been fairly applied, the Ombudsman may tell us to take on the complaint.
We will not refuse to escalate a complaint through all stages of the complaints procedure unless we have a valid reason to do so. But we will clearly set out these reasons, and they must comply with the provisions set out in section 2 of the Housing Ombudsman’s Code of Practise.
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