Important message for customers

From the end of September 2017 we will no longer be in our ground floor offices in Macclesfield and we won’t have a walk-in reception.

What does that mean for you?

You can now pay your rent, book non-emergency repairs, end your tenancy, reschedule your gas service, report a problem or ask a question online - whenever and wherever you like.

So there is no need to come into the office to pay your rent or report a problem.

We are committed to providing online or over the phone services to all our customers across Cheshire East and High Peak - not just those who are near our offices.

There will always be a small number of people who struggle with technology or just prefer to visit us, but we have people available to help every customer to find the right solution for them (eg telephone, direct debit).

For a short period of time we’ll have computer access and a phone link in the ground floor foyer of Ropewalks. We’ll also provide an internal post box where you can drop off cheques, keys and completed forms (if you can’t email them).

Why the big change?

We own our office building on Newton Street, Macclesfield and we are keen to rent the majority of it out to other businesses. If we move Peaks & Plains upstairs, to a smaller space, we will be able to rent out 63% of the building.

The money earned from this space can then be directly invested into building more homes for the many people across the region still in housing need.

We’ve moved a lot of our services online to make this possible.

Here for you

Just a tiny percentage of our customers regularly drop in to our offices (less than 1%). Many more meet our staff when they get a repair or home improvement, have a visit from one of the Trustlink team, need some help from our income team or get in touch about one of our health and wellbeing services.

If you, or one of your neighbours, often pop into Ropewalks, but can’t easily access our online services. Please call and we’ll find a solution that suits you.

Ways to contact us

To avoid a wasted trip, please use one of these ways of contacting us:


How to...

I need to pay my rent

No problem. We provide a range of different ways

I need to book a non emergency repair or gas service

Choose a time slot that suits you by booking these online

I’d like to get some help getting online (My Account)

Call us and we’ll talk you through it
0800 012 1311

I’ve got a problem with a neighbour.

Visit My Advice to view our policies as well as hints and tips on how to tackle anti-social behaviour

I’d like to register for a home or a transfer.

Apply for a home

Other questions about your tenancy

I’m moving out. What do I need to do?

My Advice: Ending a tenancy

I’m behind on my rent and need some advice.

My Advice: Managing rent arrears

I’m struggling with my health/ wellbeing.

Improving lives: About our wellbeing services

What if I’m not registered for My Account?

  1. We can help with that. Get in touch with Customer Experience and we’ll be able to get you signed up straight away. You can do this by calling us, by using live chat, or emailing us.

  2. Watch the video – see what happens when you log in and what features and benefits you’ll enjoy once you’re online.

High-quality digital services

In Spring 2017 our Challenge Group commissioned a Scrutiny Review of our digital services.

In the report this group of tenant representatives outlined how our digital services out-perform those of many other housing associations.

It also acknowledged how thoughtfully our services have been developed – with our customers in mind from the very start.

Above all Challenge Group stressed that many elderly customers are equipped with online skills and keen to improve their digital skills.

A quote from the report

‘The  Tenant  Inspectors  noted  that  all  of  the  customers  they  spoke  to  were  very happy with the digital services available.’

Where will the offices be?

We’re staying in the same building on Newton Street, Macclesfield, but moving upstairs.

We won’t have a drop-in reception. For a short time we'll provide our customers with computer access and a phone line, while we all get used to this new arrangement.

We really don’t want you to make a wasted journey so make sure you are ready to manage your rent, repairs and queries online at from the end of September.

Written by Aileen O'Riordan at 00:00



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