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Accessibility
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Antisocial behaviour
Homeowners – Nectar Homes
Maintenance and repairs
Neighbourhood services
Rent
How do I apply for a Knightstone house?
Ask to join the housing register of your local council or ask at your local Knightstone office for more information.
Do you offer supported housing?
We have flats, shared houses and Foyers, some of these have a support worker on site and others have visiting support workers. We also offer support to people in their own home. To find out more click on the following link to visit the Futures at Knightstone website (opens in a new window): www.futures.org.uk
How do I contact my Housing Officer?
Housing Officers are based in our offices. If you phone your local office, you will be put through to your housing officer. If your housing officer isn’t available, you can speak to a duty housing officer.
Who should I contact about my tenancy?
If you have any queries about your tenancy, contact your Neighbourhood housing officer.
What should I do to end my tenancy?
You must give us four weeks' notice in writing if you want to end your tenancy. Please contact your housing officer as soon as you know that you will be moving.
How do I make a complaint?
Contact your local office and explain that you want to make a complaint or see our leaflet ‘How to make a complaint or give us a compliment'.
What is Resident Involvement?
The Resident Involvement Team helps Knightstone to keep in touch with residents’ views. There are many ways for residents to get involved. For more information, please contact the Resident Involvement Team.
What is the Residents' Panel?
It’s a list of residents who would like to help us improve our services by giving us their views. Any resident can ask to join, please speak to your Housing Officer or email the Resident Involvement Team.
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Antisocial behaviour
What should I do if I have problems with a neighbour?
If you can, try to discuss the problem with your neighbour. By doing this, things can often be sorted quickly and simply. If the problem continues or you are unable to speak to your neighbour, contact your First Response Officer.
Homeowners – Nectar Homes
What is a shared owner?
A shared owner buys a share in a property with Knightstone. They pay mortgage for their share of the property and rent to Knightstone for the part that Knightstone owns.
Do you run a shared ownership scheme?
We have various shared ownership and HomeBuy schemes available. To qualify you must normally be on your local council’s housing list. If you want to know more please click on the following link to visit our homeownership website, Nectar Homes (opens in a new window): www.nectarhomes.co.uk
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Maintenance and repairs
How can I report a repair?
You can report a repair by phoning our maintenance helplines which is available 24 hours a day. If the repair isn’t urgent, you can email us by clicking 'report a repair’ on our homepage.
What happens when I report a repair?
We will arrange for our contractor to visit your property and carry out the repair at a time convenient to you.
How quickly will my repair be completed?
We carry out emergency repairs within 24 hours; urgent repairs within five working days; and routine repairs within 20 or 30 working days depending on the nature of the works.
How long will the job take?
This all depends on the severity of the problem. Our maintenance helpline staff will be able to advise you on this.
How do I know if the repair is my responsibility?
Your tenant handbook has details of the kinds of repair that are our and your responsibility. If you’re not sure, our Repairs Helpline will tell you if the repair is your responsibility.
How often is my gas serviced?
Your gas appliances, such as central heating system, are serviced every year to make sure they’re safe and working properly.
How often do you paint the outside of my home?
This is generally done every five years.
How can I find out if you’re planning improvements to my home?
Each year, we put together a programme of works. We tell you about some of these on the website and in KnightLife. We will let you know as soon as possible if we are planning major work to your home.
What is an Energy Performance Certificate or EPC?
An Energy Performance Certificate (EPC) is a record of the actual and possible energy saving aspects of a particular home.
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Neighbourhood services
How do I exchange or transfer home?
If you want to exchange or transfer to another property, please contact your housing officer. If you want to exchange your home you must get Knightstone and the other landlord’s permission. HomeSwapper is a national register of people looking for exchanges. Click the following link to view the HomeSwapper website (opens in a new window): www.homeswapper.co.uk
Can I have pets?
You need our permission to keep dogs, cats or other large animals. In flats we don’t normally mind if you want to have a small tank of fish or small birds or animals in cages, such as a budgie or hamster, but we won’t normally allow dogs, cats or larger animals. See your tenant’s handbook for more information.
Can I make improvements to my home?
You are free to decorate your home, such as putting up curtains, painting and wallpapering and putting up shelves. But if you want to make any bigger changes, including putting in a shower, you must get our permission in writing first.
Can I install a satellite dish?
You must ask us for permission before putting a satellite dish on your house or in your garden. We don’t normally allow you to put up a satellite dish if you live in a block of flats, but you may be able to link to a communal dish.
Can Knightstone help fund local projects?
We can give funding for projects that benefit groups of residents. There are two types of grant: The tenant and community support fund, which can help with things like local events, and environmental improvements grants.
Can I claim compensation?
There are times when you can claim compensation. Your tenant handbook has details of this. Please check with your Neighbourhood housing officer if you think that compensation is payable.
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Rent
How can I pay my rent?
You can pay your rent in a variety of ways by cash, cheque or debit card.
Can I pay by Direct Debit?
Yes, you can pay rent monthly by Direct Debit. Let your Income and Lettings housing officer know if you want to pay in this way.
Can I pay online?
Yes. If you click on 'Make a payment' on our website homepage you will be re-directed to AllPay where you can pay your rent securely online.
What should I do if I can't pay my rent?
If you are having financial problems and can't pay your rent, please contact your Income and Lettings housing officer immediately.
We can offer advice about your debt, or agree to you paying the debt off in amounts that you can afford. Your Income and Lettings housing officer can also give you advice about claiming any benefits that you may be entitled to receive.
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