How can
we help?

You can find answers to our 13 most common questions below. But if you still need assistance, there are lots of ways to get in touch.

By appointment/write to us

Studio 701

Hull Churches Housing Association, Studio 701, 17 Princess Street, Hull, HU2 8BJ

By phone

01482 210842

Our phone-lines will be answered between 9am – 5pm Monday to Friday

By email

Email

For general enquiries please email us at info@hcha.co.uk

Please note: Visits to our Studio 701 office are by appointment only. It is a flexible workspace and colleagues working in the office vary day by day.

13 FAQ’s:

  • Weekly / 4-weekly / or calendar monthly direct debit. Money will be taken automatically from your bank account. Please speak to a member of the Housing Management Team to set up a direct debit. 
  • Online – Payments can be made on www.allpayments.net. This safe and secure system means you can pay outside of working hours, making it more convenient than ever to pay your rent. 
  • Over the phone – Call 01482 210842 to make a payment over the phone with your debit card.
  • Allpay.net payment card – To pay at participating outlets such as the Post Office or at a Payzone. You can then pay using cash or debit card.
  • Housing Benefit directly paid to the Association – If you are on a low income, you may be entitled to housing benefit to help pay some or all your rent. It can be arranged that the housing benefit part of your Universal Credit gets paid directly to HCHA. Please speak to a member of the Tenancy Services Team for information and advice.
  • You can raise a repair request by calling 01482 210842. 
  • If your repair could affect your health and safety, security, or cause severe damage to your property, such as a broken window or a serious water leak, it classed as an emergency repair. 
  • To report an emergency repair out of office hours, you can still call 01482 210842 and follow the prompts.
  • We may make a charge for callouts to non-emergency repairs outside office hours – but if in doubt the telephone operator will be able to advise you.

HCHA recognise that the bad behaviour of your neighbours, or the people living near to you, can have a negative impact on your quality of life. Anti-social behaviour (ASB) is generally described as ‘behaviour which causes or is likely to cause harassment, alarm or distress to one or more people not in the same household as the person causing it.’

Examples of ASB include:

  • Domestic abuse
  • Drug abuse and drug dealing
  • Harassment
  • Intimidation
  • Vandalism and damage to property
  • Litter, rubbish and fly tip

What is not ASB?

  • Children playing ball games
  • Day to day living noises
  • Disputes about parking
  • One-off parties

These are generally described as neighbour disputes and HCHA may be able to give you guidance but will not become involved in these cases.

More information about ASB and Neighbour Nuisance can be found under the ‘We need your Feedback’ section

If you are experiencing ASB you can report it with any of our colleagues, via our main telephone number 01482 210842 or by submitting an enquiry form.
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If you have reported ASB before, but feel we have failed to deal with it properly, then you can also raise a complaint against the Association.

If you are looking for affordable housing in the Hull or East Riding areas, you can apply by filling in the application form in the ‘Our Properties’ section 
or by calling 01482 210842. To make sure we are the right housing association for you, we will ask some initial questions, before asking you to complete an application form.


Once we have received your application and confirmed that you are eligible, we will ask you for any supporting documentation we require. We will then contact you to advise you whether you have been placed on our waiting list or, when a property becomes available, to advice you of the location, type and size of property you could be offered.

Only people with specialist housing related support needs can be housed in our housing related support properties. For these properties, you need a referral via Hull City Council. To find out more about this, speak to your social worker or contact Hull City Council – Housing Access Service or East Riding of Yorkshire Council – North Area Housing Office.

When a property becomes vacant, we will contact you to arrange a viewing. We may however first need to send in void contractors to get the property ready for the new tenant. When the keys are returned by the contractor and the property is ready, you will be contacted again to arrange a convenient time to meet at the and complete the necessary paperwork. It is during this meeting you will sign your tenancy agreement and receive the keys.

If for any reason, there is a delay in your property being ready we will keep you informed.

You are advised to tell us about a change in circumstances as soon as possible. You can tell any of our colleagues, or phone 01482 210842. 

You can also send us an email or a letter. 

If you do not have a joint tenancy agreement when you move in and your partner or spouse is not named on your tenancy, then they can, and should, be added as a household member. They would not be added to your tenancy, except in exceptional circumstances.

If you wish to end your tenancy you will be required to give notice in writing. The notice period will be determined by the type of tenancy you hold. Please refer to your tenancy agreement. You are responsible for paying rent until the notice period ends and you have handed back your keys.

Returning keys

Keys must be returned to us on or before the date your notice expires, or you will be charged use and occupation charges until you hand them in.

Letting us know

If you move out without telling us, you will be charged rent from the time it is discovered you have moved out or until we have gained access to the property.

Tenants are responsible for the payment of all utilities which include gas, electric and water.

Moving in

When you move into your property you will be informed of who the current suppliers are to your property. It is then your responsibility to contact the provider and set up an account with them. Should you wish to change provider you are free to do so.

Issues

Should you have any problems with your supply you will need to contact your provider.

Insurance

HCHA is responsible for building insurance. It is also your responsibility to organise contents insurance for your personal possessions.

Yes, someone can provide us with information on your behalf, however a third-party consent will need to be in place before we can exchange any information in return. To request a third-party consent form please call 01482 210842.

You can also send us an email or letter.

Yes, you can – You do so by going through houseexchange.org.uk to find a potential swap.

HCHA have a dedicated team to support you with any money issues you may have. It is best to ask for this support as soon as possible.

Our colleagues cannot give you money advice, but they can assist you to:

  • Look at your situation as a whole
  • Check for financial emergencies and tell you about our welfare fund
  • Assist you to maximise your income
  • Put you in touch with money advice services or support you in meeting with the DWP
  • Help you to negotiate with creditors. 

If you feel this support would benefit you, talk to our tenancy sustainment officers or call 01482 210842. 

We really want to know what you are thinking or wondering questioning about our properties or our services.

You can ask any of our colleagues your questions directly and if they don’t know, they will commit to finding the answer for you. 

Alternatively, you can use any of the contact methods listed on website or use the enquiry form and we’ll get back to you.

Providing excellent services, including person centred care and support, that contribute to changing individual lives for the better.

Get in Touch

  • By Phone

Reach out to our customer service team for dedicated help and solutions: 01482 210842

  • By Email

For general enquiries please email for prompt assistance at: info@hcha.co.uk

  • Write to us

Hull Churches Housing Association, Studio 701, 17 Princess Street, Hull, HU2 8BJ

Use the enquiry form

Submit your message through our enquiry form below.

Online Enquiry Form

If you are an HCHA tenant, please include your name, address and date of birth.

If you need to report a repair, please call 01482 210842 or use the repair request form.