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.
Guest Rooms
In most of our staffed developments, we provide a guest room for use by Hanover customers and their friends and families. It is also made available to Hanover employees and Board members on Hanover business.
Please refer to the Guest Bedrooms List to see where we have availability. Please note that facilities vary between sites so if you have any specific requirements or mobility issues please check this with us before booking.
The rates for the rooms and associated services are set out here – Guest Room rates 1 April 2024
If you wish to find out more, please speak to an employee on your development or call 0800 111 4646.
Legislation Changes
A change to the Licensing of Short-Term Lets legislation, which applies to our guest rooms, has led to the following changes in our guest room booking arrangements:
- We no longer have a reciprocal arrangement with Bield and Trust to access each other’s guest rooms. Pre-booked arrangements will be honoured until September 2024.
- Friends and families can still book guest rooms to visit our tenants.
- Hanover Tenants can still book Hanover guest rooms for visits to other developments.
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; Reporting repairs
(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: 0800 111 46 46
Useful links
Condensation, damp and mould advice
– You can also watch our helpful video on reducing condensation, damp and mould in your home
Tenant Handbook – Repairs & Maintenance
Benefits and money advice
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. Please visit our dedicate Welfare Rights and Benefits Advice pages to find out more information about financial support available.
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
For 2024, we are only proposing one increase option, which is the level of rent that we estimate we will need to continue to deliver services at current levels. Following feedback from tenants, we have decided not to propose a range of increases as many of you have told us this is an unhelpful approach. This decision takes into account your feedback to previous surveys, as well as recent focus groups, who were in favour of the change.
Hanover tenants can find out more information and complete the survey here.
Closing date for responses is 2nd January 2025.
We appreciate your feedback which will be shared with the Board in January before final decisions on the rent are made in February. You will be notified of any changes to the rent by the start of March 2025 in writing. This consultation only relates to rents and consulting on services charges will take place in January.
Further information about income and spending is included in our Annual Report.
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 2023
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.
