We also have a specialist team on hand to support with serious issues with anti-social behaviour (ASB), we work closely with the Police and other local agencies to make sure everyone living in our communities can enjoy their home in peace. 

We do not investigate reports of:

• Disputes between neighbours  
• Reports relating to drug related activity, these should always be reported to the police.

We will investigate cases of:

• Persistent and excessive noise nuisance, such as loud music
• Verbal abuse
• Hate incidents and hate crimes
• Violence
• Criminal behaviour such as damage.

Report ASB online.

If you, or someone you know, is experiencing domestic abuse or violence, contact the freephone, 24-hour National Domestic Abuse Helpline 0808 2000 247 or visit  www.nationaldahelpline.org.uk or the Respect Mens Advice line on freephone 0808 8010327 or visit  mensadviceline.org.uk

You should report any potential criminal behaviour to the Police. This includes if you smell drugs or suspect other illegal activites may be taking place. 

Call 101 to report a non-emergency. In an emergency, call 999. 

A good place to start is by talking to your neighbour, they may not be aware that they are having an impact on your life.

If talking to your neighbour doesn't help, our Anti-Social Behavior team may be able to help. We will ask for evidence of the issue and ask you to fill in diary sheets before any we take any action. 

We will investigate cases of:

• Persistent and excessive noise nuisance, such as loud music
• Verbal abuse
• Hate incidents and hate crimes
• Violence
• Criminal behaviour such as damage

We will not accept reports of:

• Disputes between neighbours  
• Reports relating to drug related activity, these should always be reported to the police.

To report ASB, please complete our form with as much detail as possible. 

If you, or someone you know, is experiencing domestic abuse or violence, contact the freephone, 24-hour National Domestic Abuse Helpline 0808 2000 247 or visit  www.nationaldahelpline.org.uk or the Respect Mens Advice line on freephone 0808 8010327 or visit  mensadviceline.org.uk

We’d love to hear what you think of our services! There’s a choice of ways you can get involved with CKH, find out more on our ‘get involved’ page.

We’ll also send you a text or email after you contact us to ask how we did. Your responses help us to spot ways we could be doing things better.

As your landlord, we do not provide insurance cover for your contents or belongings. Contents insurance is designed to help protect your possessions. No matter how careful you are, there’s always a risk that your belongings could be broken, damaged or stolen so home contents insurance can help provide peace of mind.

It’s a good idea to consider what a home contents insurance policy would cover you for in order to help you make an informed decision on whether you need one. It's also best to shop around to make sure you find the best deal for you. 

As a CKH resident, you have the option to find out more about a specialist Tenants Contents Insurance policy, called the My Home Contents Insurance Scheme, provided by Thistle Tenant Risks and Great Lakes Insurance UK Limited.

My Home Contents Insurance can offer you insurance for the contents of your home including cover for items such as furniture, carpets, curtains, clothes, bedding, electrical items, jewellery, pictures and ornaments.

Limits and exclusions apply. A copy of the policy wording is available on request.

To find out more visit  www.thistlemyhome.co.uk or call Thistle on 0345 450 7288 or request a call back via www.thistlemyhome.co.uk/call-back. 

The small print

The National Housing Federation working in partnership with Thistle Insurance Services Ltd. Thistle Insurance Services Limited is authorised and regulated by the Financial Conduct Authority Firm Reference Number 310419.

Registered in England under No. 00338645. Registered office: Rossington’s Business Park, West Carr Road, Retford, Nottinghamshire, DN22 7SW. Thistle Insurance Services Ltd is part of the PIB Group.

Our Data Protection Privacy Policy is online at www.thistleinsurance.co.uk/Privacy-Policy

Report defects online at any time or talk to our New Home Defects team via live chat. The team are here Monday- Friday, 9am - 5pm.

In an emergency, call: 01733 385030. You can report emergency defects over the phone 24/7. 

You need to apply to your local council. We don’t accept applications for rented homes directly.

The council deal with your application and tell you whether you're eligible to rent a home with us. They will explain how to search and apply for homes too. If you want to move to a new area, you’ll need to register with the council in that area.

Find your local council at gov.uk. 

Use your MyCKH account to update your details online. You can tell us about changes to your contact details, such as phone number or email address, as well as changes to your next of kin contact information. 

If you would like to use a different email address as your username for MyCKH, let us know using the form and your login details will be updated the next working day. 

Many of our teams are available on live chat Monday to Friday, 9am to 4.45pm, and our Repairs team are available from 8am. 

Our Income Management team is available 8am to 5pm, Monday to Friday, with advisers available until 6pm on Mondays and Thursdays.

To talk to us, all you need to do is click on the blue 'chat live' tab on the left hand side of your screen. 

You'll only be able to see the option to chat live when our team is working, so during the evening and weekends you won't be able to start a conversation.

Take a look at our contact us page for other ways to get in touch.

If you're having trouble logging in to MyCKH, you should be shown an error message that tells you what the problem is. You  may have made a mistake when typing your details - so double check everything before you contact us. 

Remember, you need to register your account if you're trying to login for the first time. 

If you've registered, but can't remember your password, it's really simple to reset it yourself. Just click the 'forgot password' button and enter your email address. 

If you're still having issues either registering your account or logging in, send us an email with your name, address and a screenshot of the issue to customerfirst@crosskeyshomes.co.uk. 

MyCKH is a secure way to manage your tenancy online. Create an account today for instant access to your current rent statement and personal details. With MyCKH you can:

• Make a payment
• View your rent statement 
• Report a repair
• Update your details
• Request additional services.

Let us know you want to end your tenancy using the simple form in MyCKH. 

You should give four weeks' notice when you want to move out of your home or one week's notice to end your garage tenancy. 

The last day of your tenancy will always be the Sunday of the final week of your notice period, regardless of which day you actually move. Keys must be returned to us by midday on the following Monday, if your keys are returned later than this you may be charged for another week. 

Outstanding payments due on your account must be cleared by the last day of your tenancy. If you have debt on your account when you give notice, expect a member of our Income Management team to contact you to discuss how to pay this before you move. 

Before you move, we will assess the condition of your home - this may be a visit or a virtual inspection. You may be charged for any work required to fix damage or repairs which were your responsibility. 

Talk to us between 9am and 5pm on Live Chat  - just click on the 'chat live' tab at the edge of your screen or  customerfirst@crosskeyshomes.co.uk to order a new card. It normally takes between 3 and 5 working days to arrive by post.

You can view a rent statement detailing all of the transactions on your account for the last six months at anytime on the statements and charges page on MyCKH. 

If you haven't registered yet, just use your payment reference number, date of birth and email address to activate your account. 

Report a repair online via MyCKH, you can tell us about issues 24/7 and we'll get back to you within two working days.

In an emergency, call us on 01733 385030.

You might be able to buy your home using the right to acquire if you are a secure or assured tenant and have been a public sector tenant for at least three years. You might be classed as a public sector tenant if you've lived in a home provided by a local authority, the armed forces, fire service or police authority.

Your home must be:

• a property that was transferred to Cross Keys Homes from Peterborough City Council
• a property that was built or acquired by Cross Keys Homes with public funds
• a qualifying property registered with the Homes and Communities Agency as a Registered Social Landlord.

We will be able to tell you if your home fits this criteria.

You won't be eligible if there is a court order evicting you from your home, you are declaring bankruptcy, or your home is specifically provided for older or vulnerable people.

The amount of discount currently available is £9,000. If you sell the property within five years of buying it, you’ll have to pay back a percentage of the discount we gave you

If you would like to submit a right to acquire request, download and complete the right to Acquire application form.pdf  Return your completed forms by email to customerfirst@crosskeyshomes.co.uk or send to Cross Keys Homes, Shrewsbury Avenue, Peterborough PE2 7BZ.

If you were a secure tenant of Peterborough City Council at the time your property was transferred to Cross Keys Homes in October 2004, you might qualify for the Preserved Right to Buy your property. If you move to a different property owned by us, your Preserved Right to Buy will go with you to your new home.

You don’t have the Preserved Right to Buy if:

• You’re an assured tenant and don’t hold an assured protected tenancy
• Your home is rented to you in relation to your employment
• The courts have issued a possession order for you to leave your home
• You are undergoing bankruptcy proceedings
• You live in housing specially provided for older people and, in certain cases, disabled people.

Download a  Right to Buy Application Form.pdf[pdf] 626KB and the  Right to Buy Guide.pdf[pdf].

If you're not eligible for Right to Buy, you might be able to buy your home using the Right to Acquire.

We are awaiting further clarity following the Government’s right to buy expansion plan proposal (announced in June 2022) and will update our guidance for tenants once this has been released.

Our Money Advice Service offers free, confidential support with money matters – including Universal Credit, benefits, budgeting and debt management. To get in touch, login and complete our simple money advice form on MyCKH.

In the majority of cases, you do not need our permission to keep a pet in your home.

A pet is classified as a domestic animal such as cats, dogs and guinea pigs. Farm animals, such as goats, donkeys and pigs are not considered to be pets and cannot be kept in your home or garden.

Any animal living at your property must not cause a nuisance or pose a health and safety risk to your neighbours or any visitors to your home. We have the right to ask you to re-home an animal that is causing a nuisance or poses a health and safety risk. 

XL bullies - updated December 2023 

Residents who currently own an XL bully will need to follow the registration process and make sure they have an exemption certificate for their animal. Any new residents will not be permitted to have an XL bully or any other banned breed (as listed in the Dangerous Dog Act 1991). During our property condition visits next year, Neighbourhood Managers will ask residents who own an XL bully to show their exemption certificate. The Dogs Trust has some useful information about the registration process and what the requirements are for these pet owners. The deadline for exemption applications is 31 January 2024.

You can request a copy of your tenancy agreement at any time using the useful services page on MyCKH. Just login and complete the quick form. Our Customer First team will aim to email you a copy within two working days of receiving your request.