Additional help, when you need it
Beyond our housing services, your Neighbourhood Lead is your first point of contact if you need extra support – this can be anything from poor mental health and financial challenges to home adaptations and benefits. Please contact us, and they’ll make sure you receive the best local advice.
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Managing your rent
The winter months can be an expensive time of year, and we want you to know that Eastlight is here to help if you may struggle to pay your rent.
There are simple ways to pay and set up a payment plan. Your Neighbourhood Lead or our Income Team can offer support options and link you with external services that give budgeting and debt advice.
If you’re worried about paying your rent, please get in touch early and we’ll do what we can to help you.
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Damp and mould
We know damp and mould can be a real worry for many Eastlight residents. That’s why our expert Healthy Homes Team is on hand to work with you to understand what’s causing the problem, find the best way to fix it and prevent it from coming back.
Our teams will respond and resolve concerns around damp and mould within strict timeframes, as guided by Awaab’s Law. When you report damp and mould, we will:
- Address all emergency issues within 24 hours
- Investigate other reports of damp and mould within 14 calendar days
- Clean affected areas, checking the levels of damp and humidity in your home
- Fix minor issues if we can and book further repairs that can’t be completed that day
- Contact you within two days with a summary of our visit and any next steps.
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Service Charge Support
A service charge is an additional payment you may make to cover costs for services that benefit your building or estate (like communal cleaning, lighting, repairs to shared spaces, and grounds maintenance).
These costs are shared evenly amongst residents who use them. We’ve listened to your feedback, and we’re making improvements to how we manage service charges.
These include:
- Better understanding the services in your neighbourhood through our new neighbourhood teams
- Increasing our oversight of managing agents
- Reviewing high service charge caps each year to help keep costs fair.
Until now, many charges have been based on the previous year’s spending which can sometimes lead to outdated figures. We’re making changes to set charges based on estimated costs for the year ahead to make sure they reflect current use and are well balanced.
You will receive more information on why your service charge has changed, what’s included and what it means for you in February and March.
