Contact us

You will have received a letter in late February confirming how much your rent is from 1 April 2024 – alternatively, you can find this information in my.account.

• Direct Debit – If you would like to pay by direct debit call 0330 100 0272
• my.account – online via this link
• PayPoint – you can pay with cash or debit card at your local PayPoint outlet
• Post Office – You can pay cash, cheque or debit card at a Post Office
• Standing Order - If you would like to pay by standing order call 0330 100 0272
• Internet - Log on to www.allpayments.net free of charge, 24 hours a day, 365 days a year. Alternatively download their free app
• Telephone- call 0330 041 6497 and follow the prompts.

Please note for all payments you will require your 19 digit reference number on your payment card.

How to report a repair

You can report repairs by the following channels:

• WhatsApp us on 01234 923233
• For non-emergency repairs you can email us at repairs@bpha.org.uk
• Calling our Customer Communications Centre: 0330 100 0272
• You can report a repair 24 hours per day, seven days a week, 365 days a year online through my.account
• Repairs to gas heating and hot water systems are dealt with by TSG, our gas, heating and hot water contractor. TSG can be contacted on 0800 111 4044.

What you’ll need

• The address
• Details of the repair
• When access is available during the day
• If you can be contacted by phone.

Prioritisation

We will then advise you which priority applies to the repair, according to the following categories:

1. Emergency repair to be completed within 24 hours
2. Standard work to be completed within 28 days
3. Planned works to be carried out as part of a programme.

bpha recognise that the bad behaviour of your neighbours, or the people living near to you, can have a negative impact on your quality of life. Anti-social behaviour (ASB) is generally described as ‘behaviour which causes or is likely to cause harassment, alarm or distress to one or more people not in the same household as the person causing it.’

Examples of ASB include:

• Domestic abuse
• Drug abuse and drug dealing
• Harassment
• Intimidation
• Vandalism and damage to property
• Litter, rubbish and fly tipping.

What is not ASB?

• Children playing ball games
• Day to day living noises
• Disputes about parking
• One-off parties.

Generally bpha will not become involved in these cases.

If you are experiencing ASB you can report online via my.account or call 0330 100 0272.

Applying

If you are looking for affordable housing in the Bedford Borough area, you can apply to join the Bedford Borough Housing Register via our online lettings website MyHomeOptions or by calling 01234 7180580. You will need to register for an account and complete an application form.

If you have additional medical needs that are made worse by your current housing, we will send you the relevant form once you have completed the online application.

Once we have received your application and confirmed that you are eligible, we will ask you for any supporting documentation we require. We will then write to you within 14 days to advise your priority and the size of the property you could be offered.

Bedford’s Allocation Policy

Usually only people with a high level of housing need can be housed in this way. To find out more about how housing need is assessed, how priority is decided and whether you are eligible to join the register, read the Bedford Borough Allocations Scheme Policy.

Outside of Bedford

If you live outside of Bedford Borough you will need to apply directly to your own Local Authority.

When a property becomes vacant we send in void contractors to get the property ready for the new tenant. When the keys are returned by the contractor and the property is ready you will be contacted to arrange a convenient time to meet at the property to show you around and complete the necessary paperwork. It is during this meeting you will receive the keys.

If for any reason there is a delay in your property being ready we will keep you informed.

You can report a change in circumstance online via my.account or call 0330 100 0272.

This depends on your financial and personal household circumstances. You can check benefit entitlement using the free benefits and budgeting calculator or by getting free, independent and confidential advice from the bpha money advice team.

The Citizens Advice Bureau also offers free, independent and confidential advice about benefit matters.

If you wish to end your tenancy you will be required to give notice in writing. The notice period will be determined by the type of tenancy you hold. Please refer to your tenancy agreement. You are responsible for paying rent until the notice period ends and you have handed back your keys.

Returning keys

Keys must be returned to us on or before the date your notice expires, or you will be charged use and occupation charges until you hand them in.

Letting us know

If you move out without telling us you will be charged rent from the time it is discovered you have moved out or until we have gained access to the property.

We are currently awaiting confirmation of the changes which are due to be made to the Right to Buy scheme before we are able to advise tenants whether these changes will affect their eligibility to purchase their property. We recommend you contact us again once details of the scheme have been announced, which will be widely publicised in the media.

Your partner/ spouse if not on your tenancy can be added as a household member. Identification and proof of income will be required to support this. They would not be added to your tenancy except in exceptional circumstances.

Permission requests are required to be submitted in writing via post or email.

Dependant on the request you will receive a written response to advise if the permission can be granted or not.

On occasion we may require further information before making a decision, in this instance we will write to you to request the additional information.

If the requested documentation is not received within 28 days of the initial request, bpha will assume that the permission is no longer required. Any subsequent requests will be treated as a new request.

Tenants are responsible for the payment of all utilities which include gas, electric and water.

Moving in

When you move into your property you will be informed of who the current supplier is to your property. It is then your responsibility to contact the provider and set up an account with them. Should you wish to change provider you are free to do so.

Upon moving in if there is gas in your property you will be responsible for contacting TSG, 0800 111 4044, to arrange an appointment to have the gas uncapped.

Issues

Should you have any problems with your supply you will need to contact your provider.

Yes however a third party consent will need to be in place before we can speak to someone on you behalf. To request a third party request form please call

0330 100 0272.

bpha have a dedicated team to support you with any debt issues you may have.
They can assist you to:

• Look at your situation as a whole
• Checking for financial emergencies
• Assist you to maximise your income
• Assist you to prioritise your debts
• Decide on the best course of action for you
• Negotiate with creditors on your behalf.

If you feel this support would benefit you call 0330 100 0272