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Frequently asked questions

  • What is Hanover's approach to fire safety?

    Hanover takes fire safety very seriously and has robust fire procedures in place across all of its estates. For further information, visit our Fire safety page.

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  • How do I apply for a rental property at Hanover?

    There's a lot to think about and plan if you're considering moving into Retirement Housing or Extra Care Housing at Hanover - please visit our How to apply - Retirement Housing and How to apply - Extra Care Housing pages for full details.

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  • I'm a tenant. What payment methods are available for paying my rent & charges?

    Please visit our How to pay you rent, service & support charges page for full details about payment methods available to you as a tenant.
    For payment enquiries, please contact our Income Management team on 0330 131 9837 (local network charges apply) or via email to income@hanover.org.uk.

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  • I'm a homeowner. What payment methods are available for paying my service charges?

    Please visit our How to pay your service charges page for full details about payment methods available to you as a homeowner.

    For payment enquiries, please contact our Income Management team on 0330 131 9837 (local network charges apply) or via email to income@hanover.org.uk.

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  • What should I do if I'm having problems paying my rent, service or support charges?

    If you're experiencing difficulties, or need advice about your payments, please see Problems paying your service charges? page (homeowners) or Problems paying your rent & charges? page (tenants).

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  • Where can I find information on service charges?

    Please see our Service Charges and Service Charges - What Is Included helpsheets, which contain information for Hanover homeowners and tenants.

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  • How do I report a repair?

    Please visit our How to report a repair in your home page for details.

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  • Am I allowed a pet?

    We know how important pets can be and that’s why Hanover has a pet friendly policy. You can find out more in our Pets helpsheet.

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  • Can I transfer to a different Hanover rental property?

    It may be possible for you to move from your existing Hanover property to a different Hanover property. Details can be found in our Tenants section and we also have a helpsheet on this topic.

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  • How do I end my rental tenancy with Hanover?

    This must be done by writing us a letter or completing our Ending a Tenancy form. Full details can be found on our Ending your Hanover tenancy page and in this helpsheet.

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  • What happens when a tenant passes away?

    Our Ending your Hanover tenancy page provides details of what to do in the upsetting event of a tenant passing away.

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  • Does Hanover provide adaptations for accessibility?

    Hanover is committed to enabling residents to continue to live independently in their own homes and to enjoy a good quality of life through the provision of adaptations. Full details are provided in our Adaptations helpsheet.

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  • What if I want to sell my Hanover property?

    Nearly all leases allow you to sell your home on to another private individual with our approval. However, you should inform us of your intention to sell your home. Full details are on our Selling your Hanover property page.

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  • Does Hanover offer any advice on personal finances?

    Our Be Wise services provide residents with practical advice on benefits and entitlements, energy switching, home adaptations and contents insurance. To find out how we can help, visit our Be Wise advice section. Hanover does not offer financial/debit advice.

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