This part of the website is for all residents living in properties managed by Hanover.
As a Hanover resident, we want you to receive the very best service from us and we want it to be as easy as possible for you to get in touch or find out what you need to know.
If you can’t find what you’re looking for, don’t worry – speak to a staff member at your development or:
My Hanover
You can now login to our new residents portal. This gives you the chance to pay your rent, update your contact details, check your account, find out your Housing Officer’s details or check on maintenance work for your property.
Pay rent or charges
Pay your rent or service charge by:
Phone:
0800 111 4646
Direct Debit – contact us for more details.
Head to My Hanover to pay your rent online.
You can also pay by cheque or debit card – but we don’t accept cash or credit cards. Get in touch to find out more.
If you claim Universal Credit, you will need to update the Department for Work & Pensions (DWP) of any rent increases before the 1 April 2019. You can do this through My Hanover and this leaflet provides more information.
Repairs and maintenance
Coronavirus (Covid-19) At this time, we are undertaking all repairs.
As a landlord, we are responsible for certain repairs that are listed in a residents’ Scottish Secure Tenancy Agreement. Residents are responsible for the internal decoration of flats.
Report a repair
Let us know any time if you need a repair carried out. You can:
- Use this repairs reporting website;
(please note this is an external website handled by M3 Repairs Reporting. Any information you enter onto this external website cannot be linked to you individually by M3 Repairs Reporting. Any information passed to us from this website will be used in accordance with our privacy policy and will allow us to carry out the maintenance requested)
-
- Speak to a member of staff on your development
- Contact your area office (during working hours only)
- In an emergency press your pendant or pull your cord
- Call our Repairs Reporting Line:
Useful links
Tenant Handbook – Repairs & Maintenance
Benefits and money advice
Money can feel like a taboo subject but making the most of your money and looking at ways to save can not only help you enjoy more things in the present but also helps you save for your future.
Benefits – Are you getting all the money you are entitled to?
The first thing to do is get a financial health check. This is a service carried out by Citizen’s Advice Bureaus where they carry out a benefit check for you to make sure you are receiving everything you are entitled to, you may be pleasantly surprised. They will also offer assistance in applying for benefits and money advice if you need it. You can find out where your local Citizen’s Advice Bureau is by visiting the website at www.citizensadvice.org.uk/scotland or calling them on:
Money – Looking after your money?
How good are your finances? Do you know? It’s important to always know how much you have coming in against how much is going out.
If you want to make sure you are managing your money well you can contact the Money Advice Service. They offer clear unbiased information and advice about pensions, saving, borrowing and budgeting. Visit the website at www.moneyadviceservice.org.uk or contact them on:
Hanover has employed a Welfare Rights Officer whose role is to make sure that people are aware of any benefits available to them and help them access necessary services to apply for what they are entitled to. The officer will also be offering assistance to residents who are looking to apply for disability benefits as this process can be quite intimidating and complicated to complete but can be essential to help people live independently.
There are regular updates in our newsletter and on social media on any changes to benefits, new initiatives and ways for residents to save money by providing regular updates in this newsletter and on our social media sites.
The Welfare Rights Officer is available to help support individuals to maximise their income, budget more effectively and sustain any repayment agreements with Hanover.
If you have any concerns about money, your first point of contact should be your housing officer or development manager. They will be able to point you in the right direction for advice and support.
Your Tenant Handbook
Welcome to Your Tenant Handbook.
Please click the links below for useful information to help support you in your tenancy and make you aware of your responsibilities as a Hanover tenant.
Help to improve social landlord services
The Scottish Housing Regulator (SHR)’s role is to protect the interests of tenants and others who use the social landlord services.
The National Panel is an important way for the SHR to hear about service users’ priorities. All people who use social landlord services (including Hanover tenants and home owners who receive a factoring service from Hanover) are invited to join the panel.
Every new member completing the survey will have the chance to win one of four £20 prizes.
To see the current survey, and to join the Panel:
Craigforth (who manage the Panel):
Rent Consultation
Get involved
Everyone can get involved with Hanover Scotland. Our range of customer involvement opportunities mean that no matter how little or how much a customer wants to help in shaping Hanover, the opportunities are there. Support is available for anybody who would like to take part but feel they may need a bit of help.
Some activities can even be undertaken without leaving the comfort of your living room. From getting involved on a national level to development based social activities there’s a way for everyone to influence the way Hanover delivers services to you.
Give us feedback - Comments, Complaints & Compliments
We actively encourage feedback, suggestions and complaints to help us continually improve our services. If you would like to notify us about something, please click the link below.
Complaints
To find out more about our Complaints process, please refer to our Complaints Guide – How to Complain Leaflet
Reporting a Significant Performance Failure to the Scottish Housing Regulator (SHR)
If you are a tenant of a registered social landlord (RSL), such as a housing association or co-operative, or if you are a council tenant, you can report a significant performance failure (SPF) to the SGR. A group of tenants or an individual acting on behalf of tenants, such as a representative of a registered tenants’ organisation, can also report an SPF.
An SPF is where a landlord:
- consistently and repeatedly fails to achieve outcomes in the Scottish Social Housing Charter or outcomes agreed locally with tenants; or
- has not reported its performance annually to its tenants or the annual reported performance does not reflect actual performance; or
- has materially failed to meet the Standards of Governance and Financial Management; and
- has acted, or failed to take action, in a way which puts tenants’ interests at risk and this significantly affects a number of the landlord’s tenants.
To find out more, visit the Scottish Housing Regulator website or call 0141 242 5642.
