Frequently asked questions

What does a C4 grading mean?

A C4 grading means that the Regulator has found significant failings and improvement is needed.

Does Castle Point Borough Council accept the findings of the Regulator?

Yes, we accept the findings of the Regulator and are committed to addressing the concerns raised. 

How can I share my feedback about my property and how the Council is performing as a social landlord?

We have also launched a housing survey to ensure your voice is heard. If you need the survey in paper format, or require help in completing it, please contact us on 01268 882200.

How can I raise any concerns about my property?

We have set up a Housing Regulator feedback form where you can provide comments or ask questions. If you can’t access the website, then please call our housing team on 01268 882200

What should I do if I smell gas?

If you can smell gas and/or think there could be a leak, you should call Cadent immediately on 0800 111 999 at any time of the day or night.

The helpline will advise you what steps to take next. They will also send out an emergency gas engineer from your local distribution network who will ensure steps are taken to make the situation safe. The engineer will require entry to the property in order to make it safe for you. All Cadent engineers carry ID on them.

Always wait until the gas engineer has given you the all-clear before returning inside your property.

How can I request a repair?

For General Repairs please ring MCP Property Services 24/7 call line on 01268 919076 or email castlepoint@mcp.community

You can now report a repair and book an appointment via MCP's web portal - just follow the basic steps to report your repair. The portal has helpful videos to assist you to fix the issue if you wish.

How will I be kept informed?

Keeping you updated on our progress will be a priority, and in early 2025 we will relaunch Your Housing newsletter to ensure you receive timely information about our improvement programme.

How will I know when you have improved?

We are committed to transparency and will keep tenants and residents updated as improvements are made. 

How can I provide my feedback?

We have recently launched a Tenant Satisfaction Survey.  If you have other immediate concerns as a result of the Regulator’s judgement you can get in touch via our form. 

How can I get involved?

If you are interested in becoming a member of a tenants' forum or setting one up yourself, then please contact us on housing.engagement@castlepoint.gov.uk