This section is designed as a resource for existing clients, but will also provide information to others about how we operate and what services are available to those living in our homes.

Accountable housing management

Our homes are managed under service agreements with local representatives responsible for each development. Day to day enquiries should be made directly to your Housing Manager. If you have an enquiry but are unsure whom to contact, please check on our central office on tel no. 020 7820 7930, alternatively you can submit enquiries by emailing us at info@englishrural.org.uk

Reporting repairs

Tenants should report all repairs using the dedicated repairs line numbers, 0800 121 4422 (9am-5pm Mon-Fri) or 01772 757874 (out of office hours). Please remember that the out of hours numbers should only be used in emergencies. General maintenance issues should be addressed to your housing manager.

Because we forego the right to charge rent on un-purchased equity, shared-owners are in the same position as owner-occupiers and are solely responsible for the maintenance of their own homes. If your home is still under a defects period please refer to your Builders Manual issued when you moved into your new home, where you will find advice on what to expect and who to contact during this period.

Paying rent

Rent is paid by standing order. Forms are available on request or can be downloaded from the publications page. You will need to instruct your bank or building society to set-up this facility when your tenancy/ lease begins and arrange to increase the amount paid when your rent is reviewed. To discuss other payment methods or rental issues please contact our accounts department on tel no. 020 7820 7930.

Remember to contact us if you experience any difficulties with payments, as your tenancy could be at risk if your rent account is not up to date.

Residents' survey

Every year we undertake a Residents' Survey, which helps us to consider how our services could be improved. Your input is essential if we are to offer services that meet your needs. Annual Survey Reports can be downloaded from the publications page.

We are happy to hear your comments at any time. If you have something to say or have a suggestion on how we could make an improvement, then please get in touch.

How do I register?

The majority of the homes we build are designed to meet the needs of residents from the local community unable to afford suitable accommodation on the open-market. We are happy for applicants to 'register an interest' in current or future developments, but would first ask them to consider if they have a connection to the particular village through residency (past or present), employment or close family.

For a full list of the villages where we currently have homes please look at the list of where we've built.

Because circumstances change rapidly, we will only ask applicants to complete a detailed application form when a suitable property becomes available. We also require all applicants to register their housing need with the respective local authority.

Making a complaint

ENGLISH RURAL is committed to providing the highest quality of service to all clients. If you are dissatisfied with any aspect of the service provided please let us know.
All concerns should first be addressed in writing to your Housing Manager. If you are still not satisfied with the outcome then please correspond with:

The Operations Manager
Hall House
9 Graphite Square
Vauxhall Walk
London SE11 5EE
info@englishrural.org.uk

Your comments are taken very seriously and all complaints are assessed in detail. A copy of our complaints procedure is available on request.

We are unable to deal with anonymous complaints.

Getting involved

If any resident has an idea how we might be able to improve your home, your development or a particular service, then why not let us have your ideas. Let us see what can be achieved by working together. Contact your Housing Manager or email info@englishrural.org.uk with your comments.

Frequently asked questions

Questions about your development and what to expect as an ENGLIH RURAL resident can normally be answered using the Residents Handbook. Alternatively discuss your enquiry with your Housing Manager.

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