Resident Services

Resident FAQs

Below are some of the most frequently asked questions we receive. We hope the answers are helpful, but if your question isn’t covered, feel free to contact us - we’re always happy to help.

Repairs

How do I report a repair?

To report a repair, please contact our customer services team by calling 01923 987 333 or heading to our report a repair page to submit more information to our support staff. For emergency repairs, we recommend calling us directly so we can respond as quickly as possible.

I have an emergency repair to report, how long will it take to fix?

We aim to attend to all emergency repairs within 24 hours. The most suitable contractor will be assigned to the job and will contact you when they’re on their way, so you’ll know when to expect them.

Can I arrange for a repair to be done at specific time?

This depends on whether the repair is an emergency repair or not, and the availability of the contractor. If the repair required is an emergency, we will aim for the repair to be done as soon as possible, usually within 24 hours. For non-emergency repairs, we will always try our best to arrange repair works to be done at a suitable time.

Rent

What should I do if my housing benefit has been cancelled or suspended?

If you are liable to pay for your own housing benefit and your benefit has been cancelled or suspended; you should speak to care/support staff on site, and you can also inform your housing officer. You will then get the assistance you require to understand why your benefit has been cancelled or suspended and what is required by the local authority to reinstate your benefit.

When is my Rent due?

Rent payments will always be due in line with the tenancy agreement, this is usually 4 weekly, but may vary, so it is best to ask your housing officer to clarify if you are unsure.

How do I make payments?

You should make payments by Direct Debit as the preferred method. If you’re eligible for benefits, payment can be made directly to the landlord. Other payment options are only available if these methods aren’t compatible with your banking facilities.

Can I change the date my rent is due?

Yes, you can change the date your rent is due, and the amount you owe will be calculated on a pro-rater basis from the initial change of date.

Support

How often will I receive support?

The level and frequency of support depends on your individual care and/or support needs. Following an assessment, you will have a tailored support plan in place to ensure your needs are appropriately met.

Can I have a say in the support I will be receiving?

The Care and Support / Management company will carry out a care and support needs assessment with you and/or your appointee(s) where you will be able to discuss the support your will be receiving.

Can my friends and family come and see me whilst I’m living in an IronOak supported living property?

Yes, your friends and family are permitted to come and see you whilst living in an IronOak supported living property, however this must be arranged properly and with the care/support staff on site.

Can I have a pet in my property?

Permission will need to be granted to have a pet in your home.

What types of accommodation do you offer at IronOak?

We offer shared accommodation and houses, where you will have exclusive use of your own room, with some rooms including an en-suite bathroom. We also provide self-contained units, ranging from studio flats to one-bedroom flats.