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.
Allocations Policy Review
We are reviewing our Allocations Policy, which covers how people apply for our housing, and how we offer housing to new customers. Currently, we have a joint policy and share an application process with 2 other housing associations – Bield and Trust – called ‘Home for You’. While Hanover will continue to use the Home for You application until our policy review is over, Bield and Trust are further along their process of reviewing the allocations policy and will be moving to their own application system.
As part of the review, we have asked a sample of people on our waiting list, as well as current Hanover customers, to complete a short survey about how we allocate homes. Please follow the link/QR code if you would like to take part in the survey. We really appreciate you taking the time to do so, and the feedback we receive will help inform our new Allocations Policy.
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
Condensation, damp and mould advice
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
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.
