Grosvenor Hart Homes

If you are a Grosvenor Hart Homes (GHH) tenant, you will pay your rent directly to GHH through a standing order according to your agreed payment schedule. 

Your rent will be due for payment at the start of your tenancy and then every month after that. In some cases, you may pay your rent on different payment dates or patterns e.g. weekly, four weekly or monthly. 

If you need help with your standing order, please contact Kate Maddocks (Housing and Tenancy Management Officer) at GHH by emailing tenant.support@grosvenorhart.com or phoning 01244 563777. 

If you receive Housing Cost Element of Universal Credit it may be possible to arrange for your housing costs to be paid directly to us. This is called an ‘alternative payment arrangement’.  Please let Kate know if this is something you would like to arrange. 

Checking your rent balance 

You can check your rent balance at any time by contacting Kate Maddocks (Housing and Tenancy Management Officer) at GHH by emailing tenant.support@grosvenorhart.com or phoning 01244 563777. 

Find out more about paying your rent.

How do I report ASB? 

It is essential to us that our tenants feel safe, secure and at peace in their homes. 

We therefore take anti-social behaviour (ASB) very seriously. 

We know that experiencing ASB can be very distressing so we want you to be able to report ASB to us quickly and easily so that we can try and resolve the issue efficiently. 

You can report ASB to us in the following ways: 

• by telephone on 01244 563777 (within core office hours: Monday-Friday, 9am-5pm) 
• by email to tenant.support@grosvenorhart.com  
• by completing an online ASB report form 
• in-person or in writing to our Chester office: 3 St Johns Court, Vicar's Lane, Chester, Cheshire, CH1 1QE 

Find out more about anti-social behaviour. 

We always aim to deliver the highest quality service to our customers, but we understand that there may be occasions where we get things wrong, and you may want to give feedback or make a complaint. 

How can I make a complaint to Grosvenor Hart Homes? 

You can provide feedback or make a complaint in the following ways: 

• by telephone on 01244 563777 (core office hours: Monday-Friday, 9am-5pm) 
• by email to tenant.support@grosvenorhart.com  
• by filling out a Complaints Form  
• in person or in writing to our Chester office: 3 St Johns Court, Vicar's Lane, Chester, Cheshire, CH1 1QE 

Find out more about complaints.

Our vision is to create a place for people to live that is more than just a house. 

We want to create a thriving, supportive and safe community for all of our tenants, which improves their lives and supports them to achieve their goals. 

We want all of our tenants to be active participants in the community and to play their part in supporting their neighbours whenever and in whichever ways they can. We believe that this is what makes a great community. 

Our approach is one of collaboration with our tenants, building upon existing and potential skills, experience and opportunities, raising aspirations and ensuring accountability and reward for all. 

There are many ways you can get involved in the GHH community - find out more here.

Below is a full list of policies and other documents:

Rent Setting policy

EDI policy

Customer Service policy

Neighbourhood Management policy

Tenant Involvement policy

Anti-social Behaviour policy

Complaints policy

Privacy policy

Income Management policy

Repairs policy

We take safeguarding extremely seriously and prioritise the safety of our tenants and customers above all else. 

We take a proactive approach to safeguarding and have robust procedures in place to make sure we can respond to safeguarding concerns swiftly and look after the welfare of our customers.  

All GHH staff, board members GHH appointed third-party contractors, delivery partners and their third-party contractors, volunteers and users of the Grosvenor Hart Hub are expected to follow the GHH policy and safeguarding procedures. 

What is safeguarding?

Safeguarding is about protecting children (including unborn babies), young people and adults at risk from harm, abuse or neglect and promoting their welfare and right to live safely.  

Types of abuse and neglect is not limited to but can include physical abuse, emotional abuse, sexual abuse, neglect, domestic abuse and financial abuse. 

What should you do if you have a safeguarding concern?

We expect our tenants and the wider GHH community to look out for each other, and if anything does not feel right or you are worried about a child or a vulnerable adult, please do contact GHH for confidential advice and support. 

• If you are worried about yourself or someone else, within our office hours (i.e. Monday-Friday, 9am-5pm), please telephone the GHH office on 01244 563777 and ask to be put forward to the GHH Designated Safeguarding Lead. 
• If you have a concern around domestic abuse, you can call the National Domestic Abuse Helpline on 0808 2000 247. This is a free 24-hour service. You can also contact the Domestic Abuse Intervention and Prevention Service at Cheshire West and Chester Council for help and advice on 0300 123 7047 (within office hours) or the Out of Hours Emergency Duty Team on 01244 977277 if you have an urgent concern out of hours. For more information, visit https://www.cheshirewestandchester.gov.uk/residents/crime-prevention/domestic-abuse 

If you are worried that you or someone else is in immediate danger, please call 999 immediately. 

Remember: it is better to be cautious and report anything that doesn’t feel right so that it can be checked out. We’ll treat all reports sensitively and confidentially as far as we can and make sure the appropriate authorities are consulted in line with our safeguarding procedures. 

If you’d like to find out more or view the GHH Safeguarding Policy, please email tenant.support@grosvenorhart.com  .