Frequently asked questions

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How do I contact my local office?
All enquiries are handled by our contact centre. This is a 24-hour service and all calls are free from a landline. The number you need to ring depends on the type of property you live in and who your landlord is.

How do I report a repair?
To report a repair, please telephone our contact centre. You can also report a repair online.

I am a homeowner, can I use your repairs service?
If you own your home then generally it is your responsibility to carry out and pay for any repairs. However, depending on the type of property you live in, we may be responsible for some of the repairs. Telephone us on 0800 432 0009 to find out.

Will I be charged for a repair?
If you rent your home and the repair is to do with the general maintenance such as a faulty boiler, the cost will be covered in your rent. If the repair is due to lack of care such as a broken window, blocked sink or lost keys, then we will need to charge you. Find out the types of repairs you are responsible for.

Can I request an appointment time for the repair?
We can give you an appointment time if the repair isn’t urgent. If it is an emergency, for example if you have no hot water or heating, we will need to carry out the repair within 24-hours and we won’t be able to give you a specific time for this.

I receive Housing Benefit to cover my rent, so why is my rent statement showing arrears?
Housing Benefit is paid in arrears (usually up to four weeks), so your account might show as being in arrears because of this. To check your rent account telephone the 24-hour contact centre.

I paid my rent at the post office yesterday. Why isn’t it showing on my account?
This is because swipe card payments can take up to four working days to show on your account.

How do I get a receipt?
You can print off a receipt after you have made your online payment or a receipt can be sent to you by email.

When will my payment show on Places for People's records?
Payments received up until midnight on any working day will normally show on our records the following working day.

Is your online payments service safe?
Our service uses Secure Socket Layer (SSL) technology. This is software that encrypts all your personal information so that it travels across the internet in an unrecognisable form.

Can I claim Housing Benefit?
To apply for Housing Benefit you will need to contact the housing benefit department at your local council. You will find their telephone number in your phone book or in Yellow Pages. Your council’s website will also give you more information and may even have an online calculator to tell you if you are eligible for this benefit.

I have got into arrears and I’m struggling to pay – what can I do?
If you're struggling to pay your rent or service charge, you need to tell us straight away. We will do our best to help you. If you don’t contact us, and your arrears continue to increase, then your home may be at risk. Please tell us as soon as you can. If you need help managing your money, you can download our booklet called Budgets and Bills. There are other organisations that can help you - visit www.citizensadvice.org.uk, www.nationaldebtline.co.uk or www.cccs.co.uk

Can I buy the home I rent from you?
You may be able to buy your home. We have a number of schemes to help you do this - some of them will allow you to buy with a smaller mortgage. To find out if you are eligible, contact the property sales team on 01772 667049 or by email on property.sales@placesforpeople.co.uk

I am unhappy with your service. How do I make a complaint?
If you have a problem with our service, please let us know. We will do our best to put things right. If you are still not satisfied, you can make a formal complaint. Click here to find out how to do this.

I want to complain about my neighbour, who should I contact?
If you are having problems with a neighbour you can contact your local Community Safety Offier through the 24-hour contact centre.

I have a disability and I'm struggling to manage in my home. Can you help me?
We may be able to adapt your home so that it is more suited to your needs. To find out if you are entitled to our aids and adaptations service, please contact us through the 24-hour contact centre.

My health is deteriorating and I need support in my home. Can you help me?
We may be able to help you. We have a number of schemes around the country that provide support to you in your own home. You might not have to move house to get this support. To find out more take a look at our Care at home services or contact Individual Support through the 24-hour contact centre.

I’m involved in a community group. Can you provide funding to help us with our activities?
Your local Regional Customer Forum has a budget for customer involvement. Contact you Neighbourhood Officer for more details through the 24-hour contact centre.