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Information for residents


These pages contain information residents of properties owned or managed by Hanover. From this page you can report a repair reporting facility, find out how to pay your rent or service charges and find out more about our Complaints procedure.  To access publications such as tenant/owner handbooks, policies and resident newsletters, please visit Our Publications >

 

Report a Repair


You can let us know if a repair is required in a number of ways:

 

  • If possible, contact your Sheltered Housing Manager. If you cannot contact them, or they are off duty, contact your area office. If the repair is an emergency, you can activate your alarm pendant/cord, or contact our Repairs Reporting Line on 0800 783 3615.

 

 

 

How to pay your rent or service charge


You can make a payment in various ways:

 

  • By Direct Debit: This is our preferred method of payment and we are keen to encourage as many residents as possible to make use of this method. You can obtain a Direct Debit form by calling our head office on 0131 557 0598.

 

  • By telephone: We accept most major debit cards but please note we do not accept credit cards. To pay over the telephone please call 0845 600 7771. You will be asked for your reference number and your debit card details.

 

  • By standing order: On your instruction, your bank will arrange the payment of your rent or service charge each month directly from your bank account.

 

  • By cheque: We can accept payment by cheque at any of our area offices or head office. If paying by cheque, please ensure your name, address and reference number is written clearly on the back of the cheque.

 

Unfortunately we are unable to accept payment by cash as this is a security risk.

 

 

Complaints


We try to get things right first time but sometimes there may be instances where you think we have not. In these instances we encourage you to make a complaint.

 

Find out more >