FAQ

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Mon – Fri 9am – 5pm
Wed 9.30am – 5pm
Closed Bank Holidays

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An emergency repair is any fault which could lead to death or injury of occupants, visitors or public; any fault which could seriously endanger the health of occupants, visitors or public; any fault which could cause extensive damage to our property or your belongings; or any fault which could cause serious inconvenience to you and/or your household or other residents.

The out of hours service is for emergencies only.  If you call our freephone number 0800 358 1401 outside of office hours (9am to 5pm) you will be answered by Careline who will take details of your repair and arrange for someone to attend. You may be recharged when an emergency repair request is made which is clearly not an emergency.

Contact us either on the repairs number 01768 861434, or the freephone number 0800 358 1401 or email [email protected].

We’ll need your full address, a phone number and details of when we can get access to complete the repair as well as a brief description of what needs repairing.

We will order you a new one. If you lose your card we will charge you £6 for the replacement.  Please request this via MyAccount

You can view your rent amount and account balance online via MyAccount

Alternatively you can call and we will ask for some details, verify you are the tenant and advise you of the rent amount/balance on your account.

Please refer to the Payments section – click here.

You can request permission for a shed via MyAccount and your application will be assessed by a Property Inspector.  Please do not purchase and/or erect a shed prior to receiving permission.

We will take your details and check if a dog is allowed at the premises.  We will also advise you of the terms of your tenancy agreement, should you be allowed a dog at the property.

Please send us a secure message via MyAccount and a Housing Officer will investigate this

We will advise you to contact the Environmental Health Department at Eden District Council.  Once you have eradicated the pest, we will fill in any access holes to help prevent further infestation.

You can provide us with details of your complaint via MyAccount and we log it as either an Estate Management complaint or an Antisocial Behaviour complaint depending on the content.  We will then advise you of the procedure we will follow to try and resolve the issue.

You can provide us with details of your complaint via MyAccount, ringing up or coming into the office we will listen to your complaint/compliment, log it, deal with it immediately or assign a Housing Officer to investigate.  We will advise you of the procedure we will follow to try to resolve the issue.

Yes. Please update your household on MyAccount,  we may need to ask for further verification of the person moving in. If you are in receipt of housing benefit you will need to inform your local authority.  If you receive Universal Credit you should inform them of the change.

In order to create a joint tenancy, a sole tenant must first agree to terminate their existing tenancy. Therefore, upon receipt of a request from an existing sole tenant to create a joint tenancy, EHA will provide clear advice and assistance on the legal implications of giving up a sole tenancy.  You can request this by updating your household on MyAccount,  we may need to ask for further verification of the person moving in.

If your tenancy agreement states that you are entitled to 4 rent breaks and you pay monthly the 48 weeks rent is charged over 12 equal instalments. This question is not relevant to those who are not entitled to rent breaks.