Frequently asked questions
Here you will find answers to our most frequently asked questions.
Frequently Asked Questions
My circumstances have changed; do I need to tell you?
o Yes, it’s important that we have the correct information on record for you. Even if you’ve changed your phone number, it’s useful for us to know. Please use the contact us section to do this.
How can I pay my rent?
o Direct Debit is a useful way to pay; you can easily make adjustments to how much you pay, should you have any arrears to clear. To set up a Direct Debit simply complete this form with your banking information. We’ll do the rest!
o Call 0800 169 2988 and press 1 to make an automated rent payment. You can do this at a time that suits your lifestyle. You will soon be able to obtain your rent balance and reference number using the automated service too!
o You can find more information on paying your rent here.
How can I report a repair?
o Once you have downloaded our app, you can take pictures and send them to us with a description of the problem.
o If you don’t have the means to use our app however, you can still report repairs either by email or in cases of emergency we’re always available on our Freephone number – 0800 169 2988
How can I contact my housing officer about an issue I have?
o We realise you will occasionally need to speak to your Housing Officer about a variety of issues, including rehousing requests and ASB issues. We would recommend that you use our free mobile phone app if you’re able to or you can contact us from 9am to 5pm using the Web Chat window on the right hand side of this screen.
o Further information about our ASB policy can be found in our Community Safety section.
Do Plus Dane renew kitchens and bathrooms?
o We do have a rolling renewal programme each year but unfortunately we can’t do everyone’s at the same time.
o These programmes run from April each year. This information will be available to view on our website soon.
o In the meantime, send us an email and we will get back to you firstname.lastname@example.org
How do I apply for a Plus Dane Property?
o We have a number of different options depending on the type of property you’re looking for.
o The available now section has properties that are available to rent now.
o The Find a Home section on the website gives more detailed information about renting, buying and other options that may be available to you.
What if I would prefer to work towards owning my home?
o Help to Buy North West is the Government’s Help to Buy Agent for Merseyside, Cheshire, Greater Manchester, Lancashire and Cumbria. We are a one-stop shop for applications and information on affordable home ownership schemes.
o There you can apply online or reach our friendly team on their dedicated phone line.
How can I give feedback on services I have received?
o If you need to give us feedback, either good or bad, then we would love to hear from you. As you’re already on our website then you would be best using our feedback form.
How can I download your free app?
o Depending on whether you have an iPhone or Android Phone you can download our app either by visiting the App Store on your device an searching "Plus Dane" or "Plus Dane EPN" for Ellesmere Port customers.
We realise there are more effective ways of communicating with our customers. Here are a few ways you can communicate with us and vice versa.
o App on your phone
o Filling in our online forms available on this website. Those forms are sent to the right team, first time.
o Social Media
o Face to face