Q1: How can I influence the service I receive from SAHA?

A1: SAHA have a Resident Involvement Framework, which sets out all the different ways you can become involved in the running of the association in a way that suits you, from completing surveys as a member of the Customer Panel, to Mystery Shopping or completing random surveys using email. Go to Resident Involvement Options, for more infomation.

Q2: How safe is the information on the Tenant Portal?

A2: We take your security very seriously. You can check you are in a secure site by looking at the address bar at the top of the screen. Instead of the usual ‘http://’ you will see ‘https://’. The 's' means that the site is a secure one.

You will also notice a Padlock symbol displayed on your browser window. This Padlock symbol also means that you are using a secure site. This position of the Padlock symbol differs between browsers but it is usually at the bottom right hand side of the browser window or at the top next to the address bar.

Q3: Can the text on the site be made bigger?

A3: This site uses relative font sizes so that you can adjust the size of the text if you find it too small or too large. Access this feature with the View > Text Size option on the menu bar at the top of the browser window. In Netscape 6+, Mozilla and Firefox browsers, you can also adjust text size by holding down the CTRL key and pressing the + and - keys. Windows users with a wheel mouse can adjust text size by holding the CTRL key and turning the wheel.

Q4: How often will I receive a rent / charge statement?

A4: Four times a year. In April you will receive an annual statement showing all payments and rent charges from the previous year.

Q5: When is my rent  / charge increased?

A5: Rents and service charges are reviewed annually and can be increased in April.

Q6: Is my home insured?

A6: The Association pays buildings insurance for you home but you need to take out your own policy for contents insurance.

Q7: How do I know what services are provided by the Association?

A7: During your sign-up meeting you will be told this information and on most schemes staff will agree the services provided on an annual basis and you will be sent a Service Level Agreement.

Q8: Can I decorate my home?

A8: Most tenants can decorate  as long as this is done to a satisfactory standard. The property must be left in the same standard as when you moved in. Licencees should always seek the permission of the centre manager. If you don't know if you are a tenant or licencee you should seek clarification first.

Q9: What bills am I responsible for paying?

A9: This will be covered within your tenancy or licence agreement. Generally tenants are responsilbe for all day to day bills however this not the case for all SAHA properties.

Q10: Do I need to let you know if I am going away on holiday?

A10: If you are a secure or assured tenant, you only if you are going to be absent for 30 days or more. At supported schemes you need to notify the centre manager or project worker when you are away on holiday.

Q11: Who is responsible for council tax? 

A11: You are responsible for council tax. If you are claiming benefits, are on a low income or live alone you may be entitled to help – contact your local Council Tax office. For licencees, council tax will be included within the charges.

Q12: I want to move home, what options are available?

A12: You can apply for a transfer or an exchange, contact the Customer Service Centre for a leaflet which explains in detail, or go to the moving home advice section of SAHA's website.

Q13: How often do you send out newsletters?

A13: SAHA news is sent out four times a year. You may also receive local project newsletters.

Q14: How can I pay my rent / charges?

A14: Full details of payment option are avaialble within the resident information section of

Q15: My neighbour is making too much noise, what do I do?

A15: Try speaking to them about it first, often people so not realise that their noise can be heard by neighbours. If that does not work contact your local member of staff who will discuss it further with you. Alternatively, contact the Customer Service Centre for a leaflet on Noise Nuisance.

Q16: How can I contact the Association?

A16: the full range of contact options can be found in the 'contact us' section of this website.