Meet Sonney, one of our Neighbourhood Customer Specialists
Your Neighbourhood Customer Specialist is your point of contact at Catalyst. They'll support you with all enquiries related to your home and neighbourhood.
How can we help you?
Aids and Adaptations
Contractors
Diagnose a Repair
- Do you repair shower rails?
- How do I do an appliance test?
- How do I request a new bathtub?
- What do I do if I have a blocked sink or drain?
- What do I do if I have no electricity in my property?
- What do I do if I have no heating?
- What do I do if I have no hot water in my property?
- What is a stopcock and where is it located?
Fire Safety
Gas, Heating and Hot Water
- Do I need to let the engineer in to complete a gas safety check?
- How often are gas safety checks carried out?
- I don’t have hot water, how can I tell if my boiler pressure has dropped?
- My boiler has stopped working, can you help?
- What is a Gas Safety Check?
- What should I do if I smell gas?
- What will the engineer do during a gas safety check?
- Whose responsibility is it to replace/repair gas meter doors?
General
Health & Safety
- Are you reviewing the fire safety measures across all of your buildings following the Grenfell Tower fire?
- What do I do if I have suffered an injury and I think it is Catalyst's fault?
- What does decant mean?
- What does it mean if my smoke alarm keeps beeping?
- What is a Water Hygiene survey?
- Who are RD Consultants?
- Why does Catalyst do a water hygiene survey?
Improvements
- Can I add an extension to my home?
- Do I need permission for a satellite dish or Sky dish?
- Do I need permission to install a water meter?
- Do I need permission to make a home improvement?
- How can I request permission to make a home improvement?
- If I am renting my home can I add a conservatory?
- What home improvements can I make if I rent my home from Catalyst?
- What will happen if I install a satellite dish without Catalyst permission?
Minor Repairs
Planned Maintenance
- Are electrical testing surveys mandatory?
- Do I have any say about the cost of planned maintenance works, or colours of materials used, such as tiles?
- How do I check when planned maintenance works are due for my property?
- How do I prepare for an electrical test?
- How do you decide the order of planned maintenance works?
- How does Catalyst ensure electrical installations are safe?
- How often should planned maintenance works be done?
- How will I know if my home is due planned maintenance works?
Repairs General
Allocations
- Are there any incentives to leave social housing completely?
- Can I apply to rent a property from you if I am single with children?
- Can I bid on Locata if I don’t have internet access?
- Can I get housing with Catalyst if I am on benefits?
- Can I get nominated for a property that I have seen advertised?
- Can I rent a property from you if I am not working at the moment?
- Can my partner and I swap our two flats for one if we are both renting a flat from Catalyst?
- Can you help if I am overcrowded living in a one bedroom property with two children?
Housing with support
- Are dietary needs of different faiths met at sheltered schemes?
- Are there restricted visiting times at sheltered schemes?
- Do your sheltered schemes provide activities for residents?
- Does Catalyst offer support for vulnerable residents over 55?
- How can I become a sheltered scheme resident if I am not a Catalyst resident?
- How do I get referred to a sheltered or extra care scheme?
- How do you help to promote an active lifestyle at a sheltered scheme?
- How do you reduce isolation at a sheltered scheme, for instance due to language barriers?
Key living
- Do key workers currently living in a Catalyst household get preference in a key living scheme?
- How do I apply for key living accommodation?
- How do I pay for key living accommodation?
- How do key workers get their deposit back?
- How much deposit do I need to put down for a key living room?
- How much is the weekly rent in Catalyst's key living schemes?
- How much notice do I need to give to end my key living tenancy?
- What is key worker, or key living, accommodation?
Mutual Exchange
- Can I do a mutual exchange with a non-Catalyst resident?
- For what reasons will a mutual exchange be refused?
- How can I find someone to swap with on a mutual exchange?
- How can I qualify for a mutual exchange?
- If I am in a disability adapted property and want to do a mutual exchange, does this have to be with someone who also has an adapted property?
- What happens on a mutual exchange when I have found someone to swap with?
- What is a mutual exchange and how does it work?
- What is the three-way mutual exchange process and how does this work?
Sales
- As a current tenant am I entitled to a discount when purchasing through you?
- Do you sell properties at full market value?
- I live in one of your social rented properties, can I buy a shared ownership property from you?
- If I bought a Catalyst home and wanted to buy another in a few years, would I have to give up my original home?
- What homes do you have for sale?
- What is a memorandum of sale?
- What is the process to buy a new build property?
Transfer
- How can I transfer to Catalyst from another housing association?
- How do I know if my transfer application has been successful?
- How do I transfer?
- I have submitted my housing transfer application form, what is the next process?
- I live in Outer London, how do I transfer?
- What is a management transfer?
- What is the process if I want to downsize?
- What other method of moving or transfer is there?
Voids property awaiting to be re-let
- Does an inspection need to be made of the property before I move out?
- If repairs need to be carried out before I move in, when will these take place?
- What is a 'void' property?
- What is a pre-void inspection?
- What is a voids property inspection?
- What will happen to any renovations/alterations that I carried out to the property before I moved out?
- Will the fixtures and fittings be inspected during the property inspection?
Cleaning and seasonal
- Can I arrange for Catalyst to dispose of old furniture, white goods or other bulky items?
- Can you provide window cleaning for Catalyst properties?
- Do you clean windows?
- Do you collect leaves?
- Who is responsible for cleaning or maintaining a Catalyst alleyway?
- Will Catalyst grit roads and pavements in icy weather?
Gardening
Pest control
- Do you offer a pest control service for sheltered housing residents?
- Do you remove bird nests?
- Do you remove or treat bees nests?
- Do you treat bed bugs?
- Do you treat bedbugs in individual properties?
- Does Catalyst treat plaster beetles?
- What if I have an urgent pest control enquiry?
- What types of pests will you treat in communal areas?
Anti-social behaviour
- Are cases of anti-social behaviour reviewed?
- Can I report anti-social behaviour (ASB) anonymously?
- Can you help me if I am experiencing domestic abuse?
- How are anti-social behaviour cases classified?
- How can I report anti-social behaviour (ASB)?
- How do I appeal a cautionary contact decision?
- How do I appeal against a closure of an anti-social behaviour (ASB) case?
- How do I report that a neighbour is taking or smoking drugs?
Catalyst communities
- Are Catalyst Communities services only for Catalyst residents?
- Can Catalyst Communities support with ESOL?
- Do you have community centres to hire in London?
- Does Catalyst Communities have community projects?
- Does Catalyst Communities offer any grants to support residents?
- Does Catalyst Communities offer any volunteering opportunities to residents and non-residents?
- Does Catalyst Communities offer support for vulnerable residents under 55?
- Does Catalyst Communities provide employment skills support for residents?
Community buildings
DO$H
Moving out
Parking
Pets
- Can I have an assistance dog to support me with my disability?
- Do I need permission to have a pet?
- How do I request permission to keep a pet?
- In what circumstances are you likely to approve a request for a pet?
- In what circumstances are you likely to refuse a request for a pet?
- What do you class as a pet?
- What happens if my pet is causing a nuisance?
- What if I do not have permission for a pet and do not remove it?
Resident involvement
Security
Support
- Can you help me buy carpets for my home if I am on a low income?
- How can I contact you?
- How can I get a job at Catalyst?
- How can I get in touch with my Neighbourhood Manager?
- How can I make a complaint?
- What are your customer services phone number and e-mail address?
- What are your opening times?
- What is your office address?
Sustainability and energy
- Am I allowed to install a smart meter?
- How can I be more environmentally friendly in my home?
- How can I contact the Catalyst Sustainability team?
- How can I register my solar panels if I don’t have the MCS certificate, EPC certificate or proof of purchase?
- How can I save money on my water bills?
- How do I register my solar panels?
- I am looking to buy a home, what can I look out for if I am interested in a sustainable home?
- I rent my Catalyst home, what kinds of changes can I make to make my home more energy efficient?
Tenancy
- Can a joint tenant remove their name from a joint tenancy agreement?
- Can I have a lodger / rent out a room in my home?
- Can I rent out my entire home?
- Can I transfer within the first year of my tenancy?
- Do I need permission to have a shed?
- How can I add someone as a joint tenant?
- How can I add someone to my household?
- How can I get a copy of my tenancy agreement?
Arrears
- Can I make a card payment if I am under a court order?
- Can I make a full payment to stop my eviction?
- Does Catalyst provide a debt advice service to customers?
- How can I stop the bailiff from carrying out my rent arrears eviction?
- What happens if I receive a Notice of Seeking Possession (NOSP) due to rent arrears?
- What is a court order?
- What is a Notice of Seeking Possession (NOSP)?
- What is a stay hearing?
Benefits
- Do you work with the council about housing benefit or council tax fraud?
- How often are housing benefit payments made?
- What is an alternative payment arrangement?
- What is the benefit cap amount?
- What is the benefit cap?
- What is the under occupation charge or bedroom tax?
- What is universal credit?
- What should I do if my housing benefit claim has been cancelled, or suspended?
Make a payment
- Can I change the date my direct debit comes out?
- Can I make a payment to a rent account for someone else?
- Can I pay my rent in cash?
- Can you send me a direct debit form?
- Do I get an email receipt if I make a rent payment?
- How can I set up a direct debit to pay my rent?
- How do I cancel my direct debit?
- How do I change how often I make a rent payment?
Rent
- Can I check my rent account or arrears online?
- Can I print my own rent statement?
- Can you email me a rent statement?
- From how far back can I have a rent statement from?
- How do I set up a direct debit over the phone?
- How long does it take to process a refund?
- If my rent account is in credit, can I request a refund?
- What are the different ways that I can pay my rent?
Equity loan
- Can I re-mortgage to pay off credit cards / loans?
- Can I sublet my home if I have an equity loan?
- Can you send me an information pack on how to redeem my equity loan?
- How can I repay my equity loan?
- How long is the valuation valid for when repaying my equity loan?
- How much will it cost to repay my equity loan?
- I took my loan out under the governments Help to Buy scheme, who do I contact if I want to repay my loan?
- I want to transfer the equity loan I received through Catalyst to another property, can I do this?
Home ownership
Home ownership major works
- Are leaseholders entitled to carry out an Inspection of Estimates?
- I’m a leaseholder, how do I find out when planned maintenance works are due for my property?
- What are major works, and what is included in them?
- What are the leaseholders’ payment options for major works?
- What is a reserve fund?
- What is a Section 20 Notice?
- What is the consultation process under section 20 of the Landlord & Tenant Act 1985?
- Will the leaseholders’ reserve fund be used to pay for major works?
Right to Buy
- Are there any discounts that apply with the Right to Acquire?
- Are there any discounts that apply with the Right to Buy?
- Do I have the Right to Acquire?
- Do I have the Right to Buy?
- Does a housing association customer have the Right to Buy?
- What is the Right to Acquire?
- What is the Right to Buy?
- Who is not eligible for the Right to Buy?
Service charge
- How do I pay my service charge?
- How do I query an item on my service charge?
- How is my service charge billed?
- I live in a house on an estate, why do I pay a service charge?
- What are the 'surplus' or 'deficit' items in my service charge bill?
- What does my service charge cover?
- What is a service charge?
- What is the 'block service costs' item in my service charge bill?
Shared ownership
- Can I re-mortgage if I am a shared owner?
- Can I sell my share on the open market rather than via Catalyst?
- Can I sublet my shared ownership home?
- Can shared owners have a lodger?
- How do I qualify for shared ownership?
- How do I sell my house if I am a 100% leaseholder?
- How do I sell my house if I am a shared owner?
- How much do I need to earn to qualify for shared ownership?
Consent
Requesting personal information
