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 below 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. Am I allowed to have my own satellite dish / aerial for my flat?

    Tenants and Leaseholders:

    We do not allow individual satellite dishes to be put on blocks of flats due to local authority planning constraints. We are currently upgrading communal television aerials.

    If you would like to be included in this programme, please contact our asset and contract management team on 0300 555 0500 for further details.

    1. Permissions
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  2. Am I allowed to install CCTV?

    Using and installing CCTV

    CCTV can be one of the most effective security measures available. If you want to install CCTV at your home, you must obtain permission from us first. If you do not we may ask that you remove it or charge you for the cost of removing it ourselves.

    If you install CCTV at your home, you are responsible for the images it records and complying with the following rules:

    • You can only keep information for as long as necessary;
    • You must be able to justify the use of CCTV under the law;
    • Images must be of good enough quality to identify people.

    We use CCTV to:

    • Prevent or detect crime;
    • Identify and prosecute offenders;
    • Prevent and tackle antisocial behaviour;
    • Protect our staff, homes, offices and assets;
    • Improve personal safety and reduce the fear of crime.

    We will only release recordings to the police to detect or prevent crime. Recordings are stored securely and encrypted when transported or transmitted.


    Using hidden CCTV

    We will only use hidden CCTV in cases of antisocial behaviour or when other methods to gather evidence of crime have failed. However, we will not display signs to indicate that CCTV is in operation. There is no obligation to tell the object of the surveillance - or any other individual - that CCTV is in use.

    For more information please visit the Information Commissioners Office website.

    1. Permissions
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  3. Am I allowed to keep a caravan on my drive?

    This answer applies to tenants only (not leaseholders)

    If you would like to keep a caravan on your drive you, or any person living in your home, you must get permission from us first. If you have allocated parking your caravan must not obstruct other vehicles or overhang the designated parking area or curtilage of a house. For more information please contact us.

    1. Permissions
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  4. Am I allowed to keep a pet?

    This answer applies to tenants only (not leaseholders)

    If you would like to keep a pet you, or any person living in your home, must get permission from us first.  For further information please visit the pets section of this website.

    1. Permissions
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  5. Am I allowed to put a shed in my garden?

    If you would like to put a shed in your garden you, or any person living in your home, must get permission from us first. For more information please contact us.

    1. Permissions
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  6. Am I 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 an exchange must hold an assured, protected assured or fixed term tenancy.

    We will refuse applications for certain reasons, including:

    • Condition of property - poor improvements or deliberate damage;
    • The size of the property is not suitable to the needs of the proposed household;
    • The size of the property is substantially larger than required by the proposed household;
    • Proceedings for possession of the property have started - including property condition;
    • You are in rent arrears;
    • There is a court order for you to give up possession of the property;
    • The landlord is a charity and the proposed occupation will conflict with the intentions of the charity;
    • The property has been adapted and the new household has no need for the adaptation.

    CHP mutual exchange policy has changed. If a mutual exchange occurs within CHP stock or with another landlord we will be able to agree the following occupancy levels in properties:

    Occupancy levels per room

    • A single person
    • Married or cohabiting couple
    • Adult aged over 18 years or more
    • Two children of the same sex until one reaches 18
    • Two children of the opposite sex until one reaches the age of 6 years
    • Two children aged under 6 years regardless of sex
    • Sole child is entitled to one bed if there are no other siblings

    CHP will allow under occupation by one bedroom should the CHP tenant completing a mutual exchange be affected by welfare reform under occupation penalty in their current property and moving to a smaller home will result in the level of under occupation being reduced.

    If you would like to know more or have any questions please contact CHP housing options team on 0300 555 0500 or email enquiries at chp dot org dot uk.

    We have made the decision because of the Governments Welfare Reform measures introduced in April 2013.

    The most common reason for refusal is because the applicants wish to move to a property which is much bigger or smaller than reasonably required. Please contact us for a full list of reasons for refusal.

    1. Moving or renting
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  7. Am I eligible for shared ownership?

    Shared ownership is designed to help people who want to buy their home but cannot afford to buy outright on the open market. It allows you to buy a share of a property (normally between 25% and 75%) while paying rent on the rest. This flexible approach enables you to buy larger shares as and when you can afford it. Most schemes allow you to buy further shares three months after your initial purchase enabling you to eventually own your home outright. However, on some schemes you may only be able to purchase up to 80%.

    To be eligible for shared ownership you must be able to answer yes to the following:

    1. Are you over 18 years of age?
    2. Is your annual household income below £80,000 per annum?
    3. Are you unable to purchase a suitable home on the open market?

    There will be a minimum household income level, which must be met to ensure that you are not spending more than you can afford on your monthly housing costs.

    Priority will go to MOD personnel.

    1. Buying
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  8. Am I eligible for sheltered housing?

    If you are 50 or above then you may qualify for sheltered housing, please see our allocations and lettings policy[pdf] for more information.

    1. Sheltered housing
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  9. Am I eligible for the Right to Buy / Right to Acquire scheme?

    This answer applies to tenants only (not leaseholders).

    If you have a protected assured tenancy, you may be eligible under the Right to Buy scheme to purchase your current home. You will receive a discount off the market value, based on your length of tenancy, up to a maximum of £77,900.

    If you are a tenant and have held an assured tenancy for two or more years, you can apply to buy your current home through Right to Acquire. If your tenancy started after 18 January 2005, you will have to wait five years before you can apply. You will receive a discount off the market value of between £10,000 and £16, 000 depending on which local authority your home is in.

    Some properties such as sheltered housing, bungalows and homes designated for older people, and properties in rural areas, are not available to purchase.

    We will normally tell you the sale price within three months of receiving your application, although it may take longer for an apartment. Once you have been told the sale price you have three months to complete the purchase.

    If you would like to apply for either Right to Buy or Right to Acquire, please contact us.

    1. Buying
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  10. Am I entitled to have a graded floor shower (wet room) fitted?

    This answer applies to tenants only (not leaseholders).

    Fitting a wet room is classified as a major adaptation. Before we agree any major adaptations we will need a written recommendation from an occupational therapist. We will also need to consider if these recommendations are both reasonable and practical for the property. For further details please see our Adaptations leaflet[pdf] 532KB.

    To apply for a major adaptation you should contact Social Care Direct on 0845 603 7630. If you have formal carers (from a care agency), or receive direct payments for formal care, contact the social work team who arranged this.

    1. Adaptations
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