Frequently asked questions

Check out our frequently asked questions. If you have any other queries, please call us on 0800 953 0213 and choose the relevant option.

Find a Home

How do I apply for a home?

We use a choice-based lettings system called Select Move. It is simple to use and you choose which properties you want to be considered for. Find out more by visiting the Homes to Rent section.

Do CGA offer independent living schemes?

CGA offer a range of accommodation which gives you the option of a supported lifestyle. If you’re aged 50 or above and looking for a safe, secure home that also allows you to maintain your freedom, we can help. Find out more by visiting the Independent Living Schemes section.

How can I swap homes with another tenant?

You can swap homes with a tenant of a housing association or a tenant of another council. You can apply or search online for a Mutual Exchange by using the property search on Select Move and selecting mutual exchange.

Once you have found someone to exchange with, we will come to visit you at your property to check you are eligible to apply for mutual exchange. Unfortunately, if you have rent arrears, cause anti-social behaviour or have made any alterations to your property without permission, you will not be able to apply.

If you need any further help applying for a Mutual Exchange give us a call on 0800 953 0213 (option 2) or visit the Exchange your home section.

Your Home

How do I exchange homes with someone?

If you are looking to exchange your home, please visit the Exchange your Home section for more information.

What alterations can I make to my home?

Your home should feel like your own, and sometimes that means making changes. For some of these changes, you will need CGA’s permission. Find out more by visiting the Making Changes to your Home section.

How do I end my tenancy with CGA?

If you would like to end your tenancy you will need to give notice, please call us on 0800 953 0213 (option 5) or use the online form.

Repairs and Maintenance

How do I report a repair?

The easiest way to report a repair is to use our online form and we will get in touch with you.

Alternatively, you can call us on 0800 953 0213 (option 1)

Emergency Repairs - If your repair is an emergency, please call us 0800 953 0213 (option 1). We are on hand 24 hours a day, 365 days a year for those times when you need us the most. See what qualifies as an emergency repair here .

What are the response times for repairs?

We provide a 24-hour repairs service. All works are prioritised, and you will be notified of which priority it will be given and timescales.

Currently the target times for responsive maintenance are:

  • Emergency – within 4 hours or within 24 hours 
  • Routine – up to 20 working days

What is an emergency repair?

Emergency repairs are those that are essential to protect your health and safety or to prevent any serious damage to your home.

Emergency repairs include:

  • An uncontainable leak
  • Total loss of power
  • Total loss of heating and hot water in a home without alternative forms of hot water e.g. electric shower.
  • Serious security breach (such as an insecure front door)
  • Major structural damage


Paying Your Rent

How can I pay my rent?

There are several ways you can pay CGA and manage your rent payments. Please visit the Ways to Pay your Rent section for more information.

I am struggling to pay my rent, what should I do?

We understand that there may be times during your tenancy where you may struggle to pay your rent. So, if you’ve had a change in circumstances and are worried about paying your rent, please contact our Tenancy Support team, who are here to help.

When are the rent-free weeks?

Your Tenancy Agreement will provide information on whether you receive rent-free weeks or not. If you are entitled to rent-free weeks, we will notify you when these are at the beginning of each financial year. If you require further information on whether you receive rent free weeks, and if you do qualify, when these dates are, please contact the Income Management Team on 0800 953 0213 (option 3).

Your Neighbourhood

How do I report Anti-Social Behaviour (ASB)?

If you are experiencing or have witnessed anti-social behaviour in your home or neighbourhood, please report it to us as soon as possible. You can report ASB to us using any of the following methods.

  • Call 0800 953 0213 (option 5)
  • Email
  • Report it through the ReMOTE reporting app – click the link to see how to download this.
  • Fill out the ASB reporting form

How often do green and landscaped areas get attended to?

This is dependent on the season and weather conditions, but usually between 2 to 3 weeks for grass cutting in summer. Hedges are maintained where necessary in the summer months and fully pruned in the winter months. In addition to the routine services, we complete intensive landscape improvements as part of our wider property investment programmes.

Do CGA remove bulky furniture items?

Household waste can be taken to recycling centres free of charge. Residents who are not able to transport bulky items can arrange for it to be collected by Preston City Council for a small fee. Further information can be found on Preston City Council’s website here.

HomeCare – Investment Programme

What is the HomeCare programme?

HomeCare is designed to reduce the number of home visits we need to make by surveying each property thoroughly and carrying out improvement works in a more joined up and planned way. This increases efficiency and delivers greater value for money for our tenants. Every penny in savings we make is ploughed back into existing properties and new developments. In 2019/20 for example we spent almost £10.7m on maintaining and improving your homes.

More information on the HomeCare programme can be found here.

When are external improvements made to properties?

Each property type has different elements which require different improvement works. Some common examples are:

  • Painting of render finish
  • Painting of canopy
  • Painting of cast iron guttering and downpipes
  • Repointing of brickwork were required
  • Cleaning down of UPVC guttering and down pipes

During the HomeCare survey, repairs are also identified and scheduled in to be completed.

How often are kitchens and bathrooms replaced?

All kitchens installed by CGA have an expected lifecycle of at least 20 years.

All bathrooms installed by CGA have an expected lifecycle of at least 30 years.

Comments, complaints and feedback 

How do I make a complaint?

At Community Gateway we are committed to providing the best possible service to all our customers but sometimes we get it wrong, if you are unhappy with any part of CGA’s service, please let us know.


How can I send feedback or compliment from a service I have received?

It is great to hear when we have provided you with excellent service and we really appreciate it when customers take the time to let us know. If you are impressed with something we have done, or you feel one of our staff has gone the extra mile, let us know. We will ensure that your feedback is shared with our colleagues. You can contact us using the methods below.

  • You can send your feedback using the online form 
  • If you prefer to speak to a member of our team, please call us on 0800 953 0213 (option 6)