Frequently asked questions

In this section you will find answers to lots of frequently asked questions (FAQs). If you cannot find the answer you are looking for, please contact us

Select a category from the list on the left or search by using a keyword. For example, to find all the questions and answers we have relating to rent, type 'rent' in to the search box on the top right of this page.

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  1. Can someone look at damp in my property?

    Yes, please contact us and an advisor will discuss.

    1. Repairs and alterations
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  2. Do you carry out quality checks on repairs?

    We will select (at random) a number of properties to visit both during and after the work to make sure it has been completed to the required standard. If it has not, we will instruct whoever carried out the work to put it right within a reasonable timescale.

    Your opinion helps us make improvements to our services and we will ask you to complete a questionnaire on how the work was carried out.

    1. Repairs and alterations
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  3. How can I find out if I am eligible for mutual exchange?

    This answer applies to tenants only (not leaseholders).

    If you hold an Assured, Protected Assured or Fixed Term tenancy you can register for a Mutual Exchange. This is when you exchange your home with another CHP tenant, another housing association tenant, or council tenant. Please note – all households participating in a Mutual Exchange must hold an Assured, Protected Assured or Fixed Term tenancy. To register you must complete and submit the mutual exchange form - online. Alternatively, complete and return the mutual exchange application form[pdf]. You cannot exchange your tenancy or property unless you have received consent from your landlord.

    1. Moving options
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  4. How can I reduce condensation in my home?

    Condensation will appear in your home if there is too much moist air caused by everyday activities such as cooking, washing and bathing. We all want to keep our homes as warm as possible but it is important to ventilate your home to help control condensation. You can minimise the moisture in your home by following these simple steps:

    • If you have trickle vents above your windows, keep them open all the time;
    • Do not block air vents;
    • Do not put furniture or other items right up against your walls – this helps air circulate and stops mould growing.
    • Open the window slightly for half an hour after bathing to get rid of the moist air;
    • Use an extractor fan in the bathroom when you have a bath or shower and in the kitchen when cooking. Extractor fans are cheap to run and use less energy than a standard light bulb;
    • Keep kitchen and bathroom doors shut to stop moisture moving to other areas of your home;
    • Try not to dry clothes inside. If you have to, open the window and shut the door of the room where the clothes are drying;
    • If you use a tumble dryer make sure it has a vent to outside;
    • Avoid using portable gas and paraffin heaters as these fuels give off moisture when they burn. If you have to use these open a window in the room the heater is in – a window should always be open for safety reasons;
    • Cover cooking pans with lids – as well as saving on your gas or electricity bill it will reduce the amount of moisture.
    1. Repairs and alterations
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  5. How can I request a repair?

    You can report a repair by:

    When you report a repair we will need you to :

    • Give us your name and address;
    • Tell us if you have called before about the same problem;
    • Explain what the problem is, whether any other properties are affected and what checks you have made;
    • Tell us when we can gain access to your home;
    • Provide a contact telephone number.
    1. Repairs and alterations
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  6. How do I apply for a transfer?

    This answer applies to tenants only (not leaseholders)

    Tenants can apply to transfer to another CHP property. Most properties available for transfering tenants are situated in the Chelmsford area. These properties are advertised on the Homeoption choice based lettings website and allocated according to the allocations and lettings policy [pdf] 161KB .

    Please complete and submit the housing transfer form online. Alternatively, complete and return the housing transfer form[pdf]. The information you provide will allow us to apply an appropriate priority (called banding) and size of property you would be eligible for.

    1. Moving options
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  7. How do I claim Universal Credit?

    Please visit the Benefits and debt advice section

    1. Welfare and benefits
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  8. How do I find details of properties that are available immediately?

    For details on available properties, please visit our find a home section. 

    1. Moving options
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  9. How do I make a complaint about my neighbours pet?

    Residents must have permission to keep a pet and we provide clear guidelines on what is expected of them as a responsible owner. We cannot stop cats roaming/fouling and we ask that you try and resolve any issues with your neighbour in the first instance. Owners that allow their pets to foul communal areas or cause a noise nuisance will be contacted if a complaint is made.

    1. Antisocial behaviour
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  10. How do I make a complaint about parking issues?

    We will not usually become involved with complaints about parking issues. If cars are parked on the highway and causing an obstruction they should be reported to Essex Police (who may respond if it's dangerous).

    We will respond when the car is parked on our land and breaching terms of a tenancy agreement (such as being untaxed, un-roadworthy). In this case please contact us to report the vehicle.

    1. Antisocial behaviour
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