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Me and My Home
Tenant Resources
Find support quickly
Leaseholder Guidance
Information for Leaseholders
Supported Living
Live independently in your own home
Garages
Find out the types of garages we have available.
Pay my rent & How to pay
If you’re struggling with rent due to the cost of living crisis, we’re here to offer support.
St.George's Court
With planning approval granted for the first phase of renovation works, we’re ready to deliver meaningful improvements to homes and the building.
My community
Events
Upcoming events in your area
Membership of Tai Calon
Have a say in how your home and community is managed
Blaenau Gwent Food Partnership
With help from the local community, the Blaenau Gwent Food Partnership is starting a good food movement.
Customer Voice
Tell us what you think
Development Programmes
Developing a housing, land and property portfolio that meets the needs of current and future generations.
Sustainable communities
Tackling climate change and creating thriving communities go hand in hand. Together, we can protect the places we love and build a better future for everyone.
Help & Support
Get help with the cost of living
We understand that the rising cost of living can be worrying if you have difficulty paying your bills and rent, but help and advice are available.
Safeguarding
Safeguarding is the action that is taken to protect adults or children who might be at risk of harm, to order to prevent them suffering abuse.
Managing your rent arrears
We understand the effects of the current cost of living crisis, if you do fall into arrears with your rent there are ways we can advise and support you. We know it can be stressful to talk about, but please don’t wait until you owe a large amount of money before reaching out to us.
Universal Credit
Keep things smooth by making the move to Universal Credit!
Healthy Homes
Learn how to keep your home free from damp and mould
How to register for a home
Find information on securing yourself a new home
About Us
Who we are
Blaenau Gwent’s largest social landlord, providing homes and supporting communities.
How we are doing
Learn more about our performance by clicking here.
Meet our Teams
Learn more about people at Tai Calon
What we're doing
Find out more about what we do at Tai Calon
Partnership & Collaboration
Tai Calon works with a range of partners and other organisations
Contact Us
General Enquiries
You can visit, write or telephone us
Sevice Standards
Our service standards tell you what you can expect from us.
Complaints & Compliments
We’d love to hear your feedback
Llais ein Pobl
Share ideas, discuss important topics, give feedback on policies and plans, and help shape the future of your community and housing services.
Out of Hours Emergency Form
All out-of-hours emergencies including housing repairs can be reported on the Delta Wellbeing website.
Tenant Login
Me and My Home My community News Help & Support About Us Careers Contact Us
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Tenant Resources Find support quickly Leaseholder Guidance Information for Leaseholders Supported Living Live independently in your own home Garages Find out the types of garages we have available. Pay my rent & How to pay If you’re struggling with rent due to the cost of living crisis, we’re here to offer support. St.George's Court With planning approval granted for the first phase of renovation works, we’re ready to deliver meaningful improvements to homes and the building.
Events Upcoming events in your area Membership of Tai Calon Have a say in how your home and community is managed Blaenau Gwent Food Partnership With help from the local community, the Blaenau Gwent Food Partnership is starting a good food movement. Customer Voice Tell us what you think Development Programmes Developing a housing, land and property portfolio that meets the needs of current and future generations. Sustainable communities Tackling climate change and creating thriving communities go hand in hand. Together, we can protect the places we love and build a better future for everyone.
Get help with the cost of living We understand that the rising cost of living can be worrying if you have difficulty paying your bills and rent, but help and advice are available. Safeguarding Safeguarding is the action that is taken to protect adults or children who might be at risk of harm, to order to prevent them suffering abuse. Managing your rent arrears We understand the effects of the current cost of living crisis, if you do fall into arrears with your rent there are ways we can advise and support you. We know it can be stressful to talk about, but please don’t wait until you owe a large amount of money before reaching out to us. Universal Credit Keep things smooth by making the move to Universal Credit! Healthy Homes Learn how to keep your home free from damp and mould How to register for a home Find information on securing yourself a new home
Who we are Blaenau Gwent’s largest social landlord, providing homes and supporting communities. How we are doing Learn more about our performance by clicking here. Meet our Teams Learn more about people at Tai Calon What we're doing Find out more about what we do at Tai Calon Partnership & Collaboration Tai Calon works with a range of partners and other organisations
General Enquiries You can visit, write or telephone us Sevice Standards Our service standards tell you what you can expect from us. Complaints & Compliments We’d love to hear your feedback Llais ein Pobl Share ideas, discuss important topics, give feedback on policies and plans, and help shape the future of your community and housing services. Out of Hours Emergency Form All out-of-hours emergencies including housing repairs can be reported on the Delta Wellbeing website.
Home Service Standards

Our Promise to you

  • We will treat everyone fairly and with respect.
  • We will give you all the information you need in a way that is easy to understand. If you need this or any other information in a different format, just let us know.
  • We will consider any needs you have when providing our services.
  • We offer different ways for you to give feedback on our services.

Contacting Us

We want you to know what to expect from us. We always try our best to help you quickly and kindly, whether you call us on 0300 303 1717, email us at talktous@taicalon.org or message us via WhatsApp or Social Media.

  • Calling us on 0300 303 1717: If you call, we’ll try to pick up the phone in 2 minutes. Our main goal is to help you with your question right away. We’ll keep track of how many questions we can answer on the first call.
  • Calling you back: If we need to call you, we’ll try 3 times. If we can’t reach you after 3 tries, we’ll send a text if we have your mobile number. If not, we’ll leave a voicemail.
  • Emailing us at talktous@taicalon.org: If you email us, you’ll get an automatic reply right away, and we will respond within 24 hours. If someone else needs to help, we’ll let you know and tell you when you can expect a reply.
  • Message us on Facebook or WhatsApp: If you message us, you’ll get an automatic reply right away, and we will respond within 2 hours during office hours.
  • Write to us: If you write to us, we will reply within 5 working days. If we can’t reply in that time, we’ll let you know and tell you when you can expect a reply.
  • Visit us: Our office is open from Monday to Friday, 8:00 am to 5:00 pm. When you visit us, you’ll find our reception area will be clean and tidy, with easy access and a hearing loop available. If you have an appointment, we will do our best to see you on time.

Learn more here.

If we visit you

  • Our staff will have photo ID.
  • We will make an appointment first if needed.
  • If we can’t make it, we’ll let you know as soon as possible.
  • Please do not smoke while our staff are with you.

Repairs

We want to give you the best and fastest repair service. For more details, check out our Repair Policies. Here are our timescales for fixing things:

  • Emergency – We’ll fix it within 4 hours.
  • Responsive Repair – We’ll fix it the same or next working day, or at a time that works for you, but no later than 30 days.
  • Maintenance – We’ll fix it within 6 months.

Learn more here.

Damp and Mould

We want to make sure your home is safe, warm, and nice to live in. Here’s how we handle damp and mould:

  • We will look into reports of damp and mould within 10 working days.
  • We will find out what’s causing it and how bad it is.
  • We will tell you what we find and what we will do to fix it.
  • We will give you tips on how to stop damp and mould.
  • We will do the needed repairs.
  • We will check back to make sure the problem is fixed.

Learn more here.

Anti-Social Behaviour

We will listen to all reports of bad behaviour and handle them firmly but fairly, making sure the action we take is just right.  For more details, check out our Anti-Social Behaviour Policy.  When dealing with anti-social behaviour:

  • For urgent cases like hate crimes, we will contact you within 1 working day.
  • For less serious cases, we will contact you within 5 working days to get more information and understand your issue.

If you feel scared, threatened, see a crime, or are a victim of a hate crime, please call the Police. Dial 999 for emergencies or 101 for non-emergencies.

Learn more here.

Managing your Rent

Our Rent & Income Team is here to help you with your rent.

  • You need to pay your rent every Monday.
  • We will answer your questions about rent within 5 working days.
  • You can pay your rent in different ways, like Direct Debit, calling us, at a post office, or at a shop with PayPoint.
  • If you fall behind on your rent (this is called getting into arrears), we will handle it quickly, privately, and kindly. We will stay in touch with you, give advice on benefits and managing your money, and refer you to other agencies that might help.

Learn more here.

Tenancy related queries

Our Housing Team will help you with your tenancy questions based on the rules of the Rented Homes (Wales) Act. For example:

  • If you ask us to make changes to your home, we will reply within 28 days.
  • If you ask us to add or remove someone from your contract, we will reply within 28 days.
  • We will always tell you upfront how long it will take for us to respond to each query or question you have. 

Learn more here.

We aim to make applying for a new home clear, fair, and straightforward.

  • All applications are made through the Blaenau Gwent Common Housing Register, which is shared between the Council and local housing associations.

  • Homes are allocated based on housing need, with those in the highest need considered first.

  • Our lettings team is here to support you at every stage, from making your application to moving in or transferring to a new home.

Service Standards You Can Expect:

  • Clear guidance on how to apply and what information is needed

  • Advice and support if you are homeless or at risk of homelessness

  • Friendly and timely communication about your application and any next steps

  • Assistance with moving in, understanding your tenancy, and accessing support services

For full details on how to apply and move into a home, see our How to Register for a Home page.

Standards for letting homes

Our homes will be:

  • Safe and secure.
  • In good condition and well-repaired.
  • Have modern kitchens and bathrooms.
  • Clean everywhere.
  • Free of any rubbish in the home, loft, outbuildings and garden.
  • Have safe gas and electricity.

Learn more here.

Claims & Compensation

Compensation

You might get some money if we don’t do what we promised. For example:

  • If we miss an appointment, we might give you some money.
  • If your heating and hot water stop working in the winter and we can’t fix it in 2 days, we might give you some money to help with your energy bill.

For further details, check out our Compensation Policy.

How to claim compensation

  • You can write, email, call, or visit us to make a claim.
  • We will need things like receipts or proof of purchase for any money you are claiming, proof of lost earnings from your employer, and photos of the damage.

Home Contents Insurance

You need to make sure your things at home are insured.  If something happens and your stuff gets damaged, like your carpets, TV’s, furniture, you should use your own home insurance to get money back.

Learn more here.

Complaints

We see complaints as a chance to learn and improve our services. For more details, check out our Concerns and Complaints Policy. We will handle complaints as follows:

  • Informal: Acknowledge within 2 working days and resolve within 10 working days.
  • Formal: Acknowledge within 2 working days and respond within 20 working days.

Don’t worry! If you make a complaint, it won’t cause any problems for you now or later. We really want to hear what you think and make things better. Your complaints help us improve, and we promise it won’t change how we treat you.

Learn more here.