Q.What is the number for my contractor?
This will differ depending on which region you live in. Please
visit our report a repair page and
select the operating company you are a resident of.
Q.Can I get a sky dish?
Due to the digital switchover many existing
communal aerial systems to blocks of flats will need to be replaced
and work has been proceeding with this. The new communal
system will provide access to freeview channels, not subscription
services that are charged for.
If you wish to have Sky Plus or another
subscription service you will have to pay all the associated
installation, administrative and legal costs and get written
permission from Affinity Sutton. Some suppliers use standard
agreements with terms that we cannot agree to so you should
not assume that permission will be granted. You will have to
remove any dish or other installation at your own cost if you move
or if it becomes unserviceable.
If you live in a block where the residents are
presently responsible for their individual television aerial, i.e.
Where there is no communal aerial system at the moment, you
are responsible for making your own arrangements to deal with the
TV aerials for houses are the residents
responsibility, including any changes for the digital switchover,
although the Government is providing assistance for some
disadvantaged groups as part of its Digital Switchover
scheme. Details of available assistance and changeover dates
can be obtained from http://www.digitaluk.co.uk/
or by telephoning 08456 50 50 50.
Q.Can I keep a dog?
As it states in your tenancy agreement, you
MUST have permission from us to keep a pet. Please contact our
Customer service team who will send you out an application form and
other advice on how to keep a dog.
To find out more information about keeping a dog, take a look at
our Keeping a dog leaflet.
Q.Can I rent a garage?
Yes! Affinity Sutton rent a number of garages.
You can even rent a garage if you are not an Affinity Sutton
tenant. Rents range from £8 - £15 a week. Please call our Customer
Services Team to make an application. Unfortunately if you are an
Affinity Sutton Tenant and have rent arrears or owe court costs,
you will not be eligible to rent a garage from us.
Q.How can I get involved?
There are many ways that you can get
- Join the residents association
- Take part in estate visits
- Take part in resident fun days
- Becoming a Mystery Shopper
To find out more about how you can get
involved, visit the Get involved
section of the website.
Q.How can I move from my property?
The quickest and easiest way to move into another property is
via the mutual exchange scheme. Log onto the
website to register your details and start looking for
people to swap with. You may also be eligible for a transfer.
If you are an Affinity Sutton resident already, enter your postcode here, then on the next page
click on Apply for a home on the right hand
Alternatively, contact our Customer Service Team where an
advisor will be able to tell you if you are eligible for a transfer
and how to go about doing one.
Q.How can I pay my rent?
You can pay with your rent payment card at any location that
displays the Pay Point sign. We also accept payment by Direct Debt
or Standing Order (forms available from Customer Services).
Alternatively you can make a payment using a debit or credit card
by telephoning the Allpay facility on 0844 557
Q.How do I make a complaint?
If the complaint is regarding one of our
contractors or a repair they have carried out, you must contact
them in the first instance. If you wish to complain about anything
else, please contact our Customer Service Team, where one of our
advisors will be happy to log your complaint.
Alternatively, visit the Making a
complaint page on the website.
Q.How long will it take to get a response from a letter I have written or a call back I have requested?
A call back will be made by the end of
the next working day. If you have written to us, please expect an
acknowledgment letter within ten days of us receiving your
Q.How often can I expect to receive a rent statement?
You will receive a statement every three
months, however you can request a statement or check your rent
account at any time with a member of our Customer Services
Q.I am thinking of moving out of my Affinity Sutton property. Is there any cash incentive to do so?
Unfortunately we do not offer incentives for you to move out of
Q.I have a disability and need an adaptation to my property
If the adaptations are minor works such as a
grab rail, this can be reported to the contractor. If the works are
major adaptations, (stair lifts, wet rooms) you will need to have
an Occupational Therapist assessment. You can contact social
services or a letter can be written by a healthcare professional.
There may be a long waiting list and not everyone is entitled to an
Q.I have insects or pests in my property what should I do?
If the pest is in your home or garden then you
should contact the environmental health department at your local
council. You may be charged for this service (you may be eligible
for a discount if you are receiving benefits). If the pests are in
a communal area (communal garden, Foyers, etc), please get in touch
with your contractor.
Q.I have lost or had my keys stolen.
This will be your responsibility to replace
the keys and the locks. Affinity Sutton does not hold spare
Q.I run a builders or plumbers etc. business and would like to go on your preferred contractor list
Please email firstname.lastname@example.org
with details of your company. If we are interested, we will be in
Q.I would like a new kitchen or bathroom will you do this for me?
Affinity Sutton is carrying out major works to
some of our properties in line with decent homes requirements. We
will be carrying out surveys to determine which properties will be
eligible. We will contact all residents in due course but in the
meantime please contact your contractor with any repairs issues you
Q.I would like to add my partner to my Tenancy.
You must be able to prove your partner has
been living in your property for at least 12 months (Utility bill
with their name on, benefits forms etc). You will then have to put
your request in writing to your Neighbourhood Housing Officer.
Unfortunately, if your rent account is in arrears, your request
will be refused.
Q.I would like to sell my property. Will Affinity Sutton buy it?
Affinity Sutton will sometimes buy property from private
residents. The property must have at
least two bedrooms. For more information, please email your
request to email@example.com.
Q.My rent statement is showing that I am in arrears but I receive full Housing benefit
If you are not supposed to be paying Affinity
Sutton any water rates or service charges, please contact housing
benefit. You can also contact our Customer Services team for more
Q.What repairs are my responsibility?
- Replacing washers in Taps
- Blockages caused by yourself
- Replacing/ fixing Internal doors and
- Replacing lost or damaged Keys/Changing
- Repairing and replacing front door
decorations (letterbox, door bell, etc)
- Keeping your home free from any pests or
- Oiling sticking locks and window catches
- Testing smoke detectors
- Replacing broken or cracked glass
- Redecorating the inside of your home
- Repairs to washing lines/Driers (unless
- Bleeding radiators
Q.When should I pay my rent?
Your rent is due weekly or monthly in advance.
If you are unsure please refer to your Tenancy Agreement.
Q.Who is responsible for the maintenance of my garden fence?
Unless the fence is a boundary fence
(separates your garden from public walkway, road etc) the fence
will be your responsibility.