Working with you to improve how we investigate and respond to customer complaints
Catalyst has launched a new Sustainable Finance Framework to secure new funding for a range of long-term, sustainable projects.
How can we help you?
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Aids and Adaptations
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Contractors
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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?
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Fire Safety
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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?
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General
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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?
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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 am a leaseholder?
- What home improvements can I make if I rent my home from Catalyst?
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Minor Repairs
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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?
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Repairs General
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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?
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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?
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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?
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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?
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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?
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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?
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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?
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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?
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Gardening
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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?
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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?
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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?
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Community buildings
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DO$H
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Moving out
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Parking
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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?
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Resident involvement
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Security
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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?
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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?
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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?
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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?
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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?
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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?
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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?
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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?
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Home ownership
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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?
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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?
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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?
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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?
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Consent
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Requesting personal information
