Frequently asked questions In this section... Home For residents Frequently asked questions For the latest information about how we're managing our services in line with government guidance, read our Coronavirus (Covid-19) update. Page 1 of 2 Next page Total results: 21 Anti-social behaviour - what will CKH investigate? Anti-social behaviour: I think my neighbours might be doing something illegal, how can I report them? Anti-social behaviour: my neighbours are really noisy and disrupting my life, what can I do about it? Community: Can I have a say in how CKH services are run? Contents insurance: why do I need home contents insurance? Defects: How do I report a defect? How do I rent a home? Managing my account: How do I use live chat to talk to you? Managing my account: I can't login to MyCKH, what should I do? Managing my account: What's MyCKH? Rent: I've lost my rent payment card, how do I order a new one? Rent: Where can I find a copy of my rent statement? Repairs: How do I report a repair? Right to Acquire: what is right to acquire? Right to Buy: What is Right to Buy? Support: Can you help me with Universal Credit and other money questions? Tenancy agreement: can I keep a pet? Tenancy agreement: How can I view my tenancy agreement? Tenancy agreement: What are my rights and responsibilities? Tenancy agreement: Why can’t I store items in communal areas? Anti-social behaviour - what will CKH investigate? We also have a specialist team on hand to support with serious issues with anti-social behaviour (ASB), we work closely with the Police and other local agencies to make sure everyone living in our communities can enjoy their home in peace. We do not investigate reports of: Household noise and noise caused by children Disputes between neighbours Reports relating to drug related activity, these should always be reported to the police. We will investigate cases of: Persistent and excessive noise nuisance, such as loud music Verbal abuse Hate incidents and hate crimes Violence Criminal behaviour such as damage. Report ASB online or text 'ASB' followed by a description of the problem to 60066. If you, or someone you know, is experiencing domestic abuse or violence, contact the freephone, 24-hour National Domestic Abuse Helpline 0808 2000 247 or visit www.nationaldahelpline.org.uk or the Respect Mens Advice line on freephone 0808 8010327 or visit mensadviceline.org.uk Residents FAQs Anti-social behaviour: I think my neighbours might be doing something illegal, how can I report them? You should report any potential criminal behaviour to the Police. This includes if you smell drugs or suspect other illegal activites may be taking place. Call 101 to report a non-emergency. In an emergency, call 999. Residents FAQs Anti-social behaviour: my neighbours are really noisy and disrupting my life, what can I do about it? If the noise could be defined as normal household noise, like children running and playing or people using their homes, it isn't considered anti-social behaviour (ASB). A good place to start is by talking to your neighbour, they may not be aware that they are having an impact on your life. If talking to your neighbour doesn't help, our Anti-Social Behavior team may be able to help. We will ask for evidence of the issue and ask you to fill in diary sheets before any we take any action. We will investigate cases of: Persistent and excessive noise nuisance, such as loud music Verbal abuse Hate incidents and hate crimes Violence Criminal behaviour such as damage We will not accept reports of: Household noise and noise caused by children Disputes between neighbours Reports relating to drug related activity, these should always be reported to the police. To report ASB, please complete our form with as much detail as possible. Or text 'ASB' followed by a description of the problem to 60066. If you, or someone you know, is experiencing domestic abuse or violence, contact the freephone, 24-hour National Domestic Abuse Helpline 0808 2000 247 or visit www.nationaldahelpline.org.uk or the Respect Mens Advice line on freephone 0808 8010327 or visit mensadviceline.org.uk Residents FAQs Community: Can I have a say in how CKH services are run? We’d love to hear what you think of our services! There’s a choice of ways you can get involved with CKH, find out more on our ‘get involved’ page. We’ll also send you a text or email after you contact us to ask how we did. Your responses help us to spot ways we could be doing things better. Residents FAQs Contents insurance: why do I need home contents insurance? As your landlord, we do not provide insurance cover for your contents or belongings. Contents insurance is designed to help protect your possessions. No matter how careful you are, there’s always a risk that your belongings could be broken, damaged or stolen so home contents insurance can help provide peace of mind. It’s a good idea to consider what a home contents insurance policy would cover you for in order to help you make an informed decision on whether you need one. It's also best to shop around to make sure you find the best deal for you. As a CKH resident, you have the option to find out more about a specialist Tenants Contents Insurance policy, called the My Home Contents Insurance Scheme, provided by Thistle Tenant Risks and Ageas Insurance Limited. My Home Contents Insurance can offer you insurance for the contents of your home including cover for items such as furniture, carpets, curtains, clothes, bedding, electrical items, jewellery, pictures and ornaments. To find out more visit www.thistlemyhome.co.uk or call Thistle on 0345 450 7288. Or apply for cover online with the My Home Contents Insurance Application Pack.pdf. The small print Thistle Tenant Risks and Ageas Insurance Limited provide the My Home Contents Insurance Scheme, a specialist Tenants Contents Insurance policy. The National Housing Federation is an Appointed Representative of Thistle Insurance Services Ltd. Thistle Insurance Services Limited is authorised and regulated by the Financial Conduct Authority FRN 310419. Registered in England under No. 00338645. Registered office: Rossington’s Business Park, West Carr Road, Retford, Nottinghamshire, DN22 7SW. Thistle Insurance Services Ltd is part of the PIB Group. The Data Protection Privacy Policy is online at www.thistleinsurance.co.uk. Residents FAQs Defects: How do I report a defect? Report defects online at any time or talk to our New Home Defects team via live chat. The team are here Monday- Friday, 9am - 5pm. In an emergency, call: 01733 385030. You can report emergency defects over the phone 24/7. Residents FAQs Homeowners FAQs How do I rent a home? You need to apply to your local council. We don’t accept applications for rented homes directly. The council deal with your application and tell you whether you're eligible to rent a home with us. They will explain how to search and apply for homes too. If you want to move to a new area, you’ll need to register with the council in that area. Find your local council at gov.uk. Residents FAQs Managing my account: How do I use live chat to talk to you? Many of our teams are available on live chat Monday to Friday, 9am to 5pm, and our Repairs team are available from 8am. Our Income Management team is available 8am to 5pm, Monday to Friday, with advisers availalbe until 7pm on Mondays and Thursdays, and every Saturday 9am to 12 noon too. To talk to us, all you need to do is click on the blue 'chat live' tab on the left hand side of your screen. You'll only be able to see the option to chat live when our team is working, so during the evening and weekends you won't be able to start a conversation. Take a look at our contact us page for other ways to get in touch. Residents FAQs Homeowners FAQs Managing my account: I can't login to MyCKH, what should I do? If you're having trouble logging in to MyCKH, you should be shown an error message that tells you what the problem is. You may have made a mistake when typing your details - so double check everything before you contact us. Remember, you need to register your account if you're trying to login for the first time. If you've registered, but can't remember your password, it's really simple to reset it yourself. Just click the 'forgot password' button and enter your email address. If you're still having issues either registering your account or logging in, send us an email with your name, address and a screenshot of the issue to customerfirst@crosskeyshomes.co.uk. Residents FAQs Homeowners FAQs Managing my account: What's MyCKH? MyCKH is a secure way to manage your tenancy online. Create an account today for instant access to your current rent statement and personal details. With MyCKH you can: Make a payment View your rent statement Report a repair Update your details Request additional services. Residents FAQs Rent: I've lost my rent payment card, how do I order a new one? Talk to us between 9am and 5pm on Live Chat - just click on the 'chat live' tab at the edge of your screen or customerfirst@crosskeyshomes.co.uk to order a new card. It normally takes between 3 and 5 working days to arrive by post. Residents FAQs Rent: Where can I find a copy of my rent statement? You can view a rent statement detailing all of the transactions on your account for the last six months at anytime on the statements and charges page on MyCKH. If you haven't registered yet, just use your payment reference number, date of birth and email address to activate your account. Residents FAQs Repairs: How do I report a repair? Report a repair online via MyCKH, you can tell us about issues 24/7 and we'll get back to you within two working days. In an emergency, call us on 01733 385030. Residents FAQs Right to Acquire: what is right to acquire? You might be able to buy your home using the right to acquire if you are a secure or assured tenant and have been a public sector tenant for at least three years. You might be classed as a public sector tenant if you've lived in a home provided by a local authority, the armed forces, fire service or police authority. Your home must be: • a property that was transferred to Cross Keys Homes from Peterborough City Council • a property that was built or acquired by Cross Keys Homes with public funds • a qualifying property registered with the Homes and Communities Agency as a Registered Social Landlord. We will be able to tell you if your home fits this criteria. You won't be eligible if there is a court order evicting you from your home, you are declaring bankruptcy, or your home is specifically provided for older or vulnerable people. The amount of discount currently available is £9,000. If you sell the property within five years of buying it, you’ll have to pay back a percentage of the discount we gave you If you would like to submit a right to acquire request, download and complete the right to Acquire application form.pdf and email to customerfirst@crosskeyshomes.co.uk or send to Cross Keys Homes, Shrewsbury Avenue, Peterborough PE2 7BZ. Residents FAQs Right to Buy: What is Right to Buy? If you were a secure tenant of Peterborough City Council at the time your property was transferred to Cross Keys Homes in October 2004, you might qualify for the Preserved Right to Buy your property. If you move to a different property owned by us, your Preserved Right to Buy will go with you to your new home. You don’t have the Preserved Right to Buy if: • You’re an assured tenant and don’t hold an assured protected tenancy • Your home is rented to you in relation to your employment • The courts have issued a possession order for you to leave your home • You are undergoing bankruptcy proceedings • You live in housing specially provided for older people and, in certain cases, disabled people. Download a Right to Buy Application Form.pdf[pdf] 626KB and the Right to Buy Guide.pdf[pdf]. If you're not eligible for Right to Buy, you might be able to buy your home using the Right to Acquire. Residents FAQs Support: Can you help me with Universal Credit and other money questions? Our Money Advice Service offers free, confidential support with money matters – including Universal Credit, benefits, budgeting and debt management. To get in touch, login and complete our simple money advice form on MyCKH. Residents FAQs Tenancy agreement: can I keep a pet? In the majority of cases, you do not need our permission to keep a pet in your home. A pet is classified as a domestic animal such as cats, dogs and guinea pigs. Farm animals, such as goats, donkeys and pigs are not considered to be pets and cannot be kept in your home or garden. Any animal living at your property must not cause a nuisance or pose a health and safety risk to your neighbours or any visitors to your home. We have the right to ask you to re-home an animal that is causing a nuisance or poses a health and safety risk. Residents FAQs Tenancy agreement: How can I view my tenancy agreement? You can request a copy of your tenancy agreement at any time using the useful services page on MyCKH. Just login and complete the quick form. Our Customer Services team will aim to email you a copy within two working days of receiving your request. Residents FAQs Tenancy agreement: What are my rights and responsibilities? Your rights and responsibilities are explained in detail in your tenancy agreement that you signed before you moved in. We expect you to: Pay your rent in full and on time Keep your home in good repair Be a respectful neighbour. In return, you can expect us to: Be a responsible landlord who prioritises your safety Maintain your home through our repairs service Offer support and advice to help you manage your tenancy Make it easy for you to pay your rent online, over the phone or in person. Residents FAQs Tenancy agreement: Why can’t I store items in communal areas? It is not appropriate to store anything in a communal area. Items such as pushchairs, bikes and even door mats can cause serious hazards and block a clear escape in an emergency. We take our responsibility for your safety very seriously and will remove items that are left in communal areas. If we find an item more than once, it may be destroyed. Residents FAQs Page 1 of 2 Next page Total results: 21 Registered office Cross Keys Homes Limited Shrewsbury Avenue Peterborough PE2 7BZ Members of the National Housing Federation, PlaceShapers, Homes for Cambridgeshire and Peterborough, and the CBI. About us Report housing fraud Privacy Statement Modern Day Slavery Inclusion Pledge We use cookies to help make this website better. To find out more, read our Privacy Policy. Accept essentail cookies only