Frequently asked questions

Here are some of the most frequently asked questions from our customers. If you have any questions not answered please contact our Customer Hub by email at or by calling 0300 777 7777.

Q. Can I still call you?

A. Yes, of course, however, please be aware that our calls may take a little longer to answer. You may also like to email us at We will have colleagues also looking at emails every day.

Q. Why are you asking me questions about coronavirus?

A. We need this to help us to work with you in the best way now. We are asking questions to make sure that we are helping to keep everyone well, especially when making appointments to visit your home.

Q. Is Sale Point reception closed?

A. Yes, our Sale Point Reception has been closed since March and will be for the foreseeable future. This is to help to keep everyone well and avoid any unnecessary contact. You can still call us on 0300 777 7777 or email us at and we can respond to your enquiry.

Q. I have no fob for my block and your office is closed, what do I do?

A. You can call us on 0300 777 7777 or email us at and we will make arrangements to have a fob posted to you. When you call, we may ask you for identification.

Q. I’m ending my tenancy and need to return the keys – how do I do this if your office is shut?

A. You should always give us the appropriate notice in order to end a tenancy. In most cases, this is 4 weeks. Please call us to discuss ending your tenancy. Forms will need to be sent to you for you to fill in and we will ask that you drop these back with the keys to the post box outside our office in Sale Point. We will give you the full instructions on what to do but if you have any questions please call us on 030 777 77 77.

Q. I’m due to collect the keys for my new property – what should I do?

A. One of the Home Moves Team will be in touch with you to make the appropriate arrangements. Please do not come to our Sale Point Office as our office is closed now.

Q. I usually pay my rent at the Post Office but I’m self-isolating. How else can I pay?

A. There are a few options available to you.

  • You can pay over the phone via the Customer Hub on 0300 777 7777 (8:00am – 6:00pm Mon – Fri).
  • You can also use Allpay’s automated phone line on 0330 041 6497 (24 hours a day, 7 days a week).
  • You can pay via the internet on Allpay’s website - you will need your 19 digit reference number.
  • You can use THT’s MY ACCOUNT ( – tenants must register for an account before they can use this).
  • You can download the Allpay App (available for Android and iPhone) - you will need your 19 digit reference number.
  • You can set up a Direct Debit or Standing Order - Direct Debits can be set up on the phone with us and Standing Orders need to be set up with your bank using the following details;

 SORT CODE: 20-02-79 Barclays Bank, Sale Branch
 ACCOUNT NO: 30046221
 ACCOUNT NAME: Trafford Housing Trust Revenue Account.

  • Please do not send cheques - please use other payment options. 

If you need your 19 digit number, or if you need help to work through any new payment methods, please call us on 0300 777 7777 and we will happily talk you through any options.

Q. I’m struggling to pay my rent.  Can you help?

A. If you’re struggling to pay your rent, please contact us to discuss things as we really do want to help, and we know this is a really difficult time for some people. We’ll provide advice, support, and guidance, including putting payment plans in place and helping you to claim any benefits you’re entitled to. This might be Housing Benefit, Universal Credit or any other benefit. Please remember that you should claim quickly to make sure that any benefit is backdated appropriately, so please do get in touch.

We also have a Debt Advice Service who can offer extra help and support if you are struggling with money or debt. We can support you to get in control of your finances.

Q. Can you visit me at home about a tenancy related issue or a rents issue?

A. We are following government advice and unfortunately, we will not be carrying out visits to customers' homes for tenancy related matters. There are other ways for us to work together though – we might be able to talk on the phone or hold a video call with you. Get in touch on 0300 777 7777 or on email at and we can discuss how best to work through any issues or concerns you may have. We’re still available for you, we’re just having to work differently.

Q. What is the difference between a routine repair and an emergency repair?

A. An emergency repair is considered something that could potentially result in harm to a member of the household or the home, for example, being locked out of your property or having no electricity. A routine repair is one that realistically could wait, without a risk of harm to the household or home, such as a plastering job.

Q. Are you still carrying out essential safety works?

A. Yes, things like gas servicing, gas safety checks and electrical testing will continue. These checks ensure that you and your household are safe, so we will continue with this type of work.

Q. What is Trafford Housing Trust doing to manage the impact of coronavirus?

A. We have set up a Response Group that meets regularly to co-ordinate and update our operational plans. We will try to keep you as informed as possible throughout this time and would encourage you to provide us with an up-to-date email address. This is a fast-moving situation and posting updates on our website, social media and sending emails is the quickest way to get information to you.

In terms of our colleagues, we’re encouraging as many as possible to work from home in line with government advice.

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