Frequently Asked Questions

You can contact Apex by telephone on 028 7130 4800 during office hours, 9:00am to 5:00pm, Monday to Friday. Our contact page contains all our methods of contact as well as each of our teams.

You can also contact us through your online account at My Apex.

To contact Apex out of hours emergency repairs, Freephone 0330 123 3342. Out of hours emergency repairs is only available after 5pm Monday to Friday, weekends and bank holidays.

While delivering our services, we will process personal data about you (which may be held on paper, electronically, or otherwise) and we recognise the need to treat it in an appropriate and lawful manner.

We take the issue of security and data protection very seriously and strictly adhere to guidelines published in the Data Protection Act of 1998 and the General Data Protection Regulation (EU) 2016/679.

Our privacy policy explains how we at Apex Housing Association use your personal information.

Our tenants and residents are encouraged and enabled to engage with Apex and their community in a variety of ways. Apex enables tenants and residents to engage in a way that best suits them. It’s ‘Your voice, your choice’, and there are many ways to get involved.

Options include responding to surveys, attending community information events or scheme meetings; or joining the ‘Interested Tenant Register’.

Tenants who want to be more actively involved in their community and with Apex are supported as a ‘Connected Tenant’, with help and regular updates from their Tenant Engagement Officer.

To find out more, view Tenant engagement on My Apex.

If you are not a social housing tenant, you can apply to be placed on the waiting list by contacting your local NI Housing Executive (NIHE) office on 0344 892 0900, by calling into your local office for an application form or online at nihe.gov.uk.  The NIHE will assess your eligibility for social rented housing.

If you are currently a tenant of the NIHE or another housing association, please contact your landlord directly to apply for a transfer.

The Housing Selection Scheme is used to assess housing needs for both applicants and transfers.  If you are deemed eligible after the assessment you will be placed on the social housing waiting list.

NIHE provide a useful video which outlines how they assess applications for social housing in Northern Ireland.

Like all social landlords, Apex uses the Housing Selection Scheme Waiting List to allocate housing to the highest pointed eligible applicant. The NI Housing Executive (NIHE) carries out all assessments for new applicants. When you apply for social housing, NIHE will first assess if you are eligible.  If you are, they will award you points based on your housing need. These points determine your position on the waiting list.

Points will fluctuate and the waiting list changes daily. Therefore, at any given time, Apex cannot confirm points which will guarantee an allocation.

Waiting lists constantly change, so we do not provide details about list positions.

If you are a tenant of Apex, you can now request a transfer through your online account at My Apex.

Or, you can contact your Housing Officer who will arrange for an application form to be sent to you.  Following receipt of the completed application form, your Housing Officer will arrange a home visit to complete an assessment.   If a home visit is not possible, your Housing Officer will make alternative arrangements with you.

If you are a tenant of the NI Housing Executive (NIHE) or another housing provider, please contact them directly to apply for a transfer.  

If you are a tenant of the NI Housing Executive (NIHE) or another housing provider, please contact them.  We cannot comment on points unless you are an Apex tenant.

Allocations for new-build homes are completed approximately 4-6 weeks prior to the anticipated completion date of each property.  For large developments, allocations will often take place in phases.

We do not advise when a new development or phase will be released. If you are interested in an Apex home, we recommend that you contact your assessing landlord to ensure your details and circumstances are up to date and that you are on the correct waiting list for your area of choice. When allocating, we only consider those on the list with active applications. 

If more than one applicant expresses an interest, the person who is highest placed on our waiting list will be offered the tenancy.  If applicants have an equal number of points, we will offer the property to the applicant who has been on the waiting list for the longest period of time.

We will contact you by phone and e-mail, as well as sending a formal offer to your current address by post.  If you cannot receive post, please ensure this information is included in your application.

Anti-social behaviour means acting in a manner which may cause annoyance to neighbours or those living close by.  For a list of ASB examples, visit My Apex.

You can report anti-social behaviour:

• through your online account at My Apex
• online using this form – Report an incident of ASB
• in person at any Apex office or to a staff member in your area
• to your Housing Officer or ASB Officer by telephone – 028 7130 4800
• in writing by email or letter

If a crime has been committed, you should also contact the PSNI.

For noise complaints and nuisance regarding pets, you should also contact your local council. Your Housing Officer can provide the relevant contact details.

Your Housing Officer will investigate your complaint. We also have dedicated Anti-social Behaviour Officers who can investigate more serious cases of ASB.

We will try to conclude all ASB investigations as quickly as possible. Sometimes when additional supporting information is required, there may be delays. We will aim to keep you up to date on progress.

At Apex, we’re always looking for hard-working, passionate people to help us make Apex better. If you’re interested in a career at Apex, in learning more about the variety of roles we can offer and why you should work for Apex, visit the careers section of this website.

A list of all current vacancies can be found at apex.org.uk/jobs where you can read more about each role and apply online.

We can provide aids and adaptations for people with sensory impairments or disabilities living in our accommodation. This service can offer you a measure of independence and there are a wide range of aids and adaptations available.

View our aids and adaptations in our tenant advice section.

You should contact your GP and explain the difficulties you are experiencing. Your GP can refer you to an occupational therapist at your local health trust who can assess your circumstances and recommend aids or adaptations you may require.

For further information, email development@apex.org.uk or telephone our development team on 028 7130 4800.

Yes, but you must obtain prior written permission from us where you propose to:

• Carry out any structural alterations or make alterations or additions to the premises or adjoining properties, including those to fixtures and fittings such as fireplaces, kitchen units and bathrooms;
• Erect a shed or any structure whether fixed or portable;
• Decorate any part of the exterior of the premises;
• Install a satellite dish;
• Erect or make alterations to fences or walls or any boundary lines.

Rules on tenants alterations/additions

We can advise you on the most appropriate way of carrying out alterations. Please contact our assets team on 028 7130 4800 to request a home improvements form or for further advice.

The quickest and easiest way to manage your rent account is through your online account at My Apex where you can view your rent statement and make a payment.

Alternatively, there are several other ways to pay your rent. These include online, by direct debit, using an Allpay Swipe Card, debit/credit card or cash. To find out more, visit My Apex.

You are responsible for payments reaching Apex on time. The rental period is weekly and begins on Monday of each week. You can pay weekly, fortnightly, four weekly or monthly in advance and upon arrangement with your Housing Officer.

Please contact your Housing Officer as soon as possible. They can assist with rent repayment plans and provide you with advice. A referral can also be made to one of our Welfare Advice Officers, who can provide advice and assistance. This service is free and confidential.

You also have the option of contacting our Welfare Advice Service directly. Please phone 028 7130 4800 or email welfareadvice@apex.org.uk.

You are responsible for ensuring your rent is paid. If there is any shortfall between your total charges and benefits received, these are your responsibility to pay. You should contact your Housing Officer to discuss. Our Welfare Advice Service can also review your benefit entitlement and ensure your income is maximised.

Your rental charge changes annually on the first Monday of April. We are required to provide you with at least four weeks’ written notice of changes to your rental charges.  You should therefore receive a notification letter in early March.

If you pay your rent by direct debit, your Housing Officer will amend this to reflect your changes and will advise you of this in advance.

If you claim Housing Benefit, we will provide an update of your increase to them, but you should check the information Housing Benefit receives is correct.

If you claim Universal Credit, it is your responsibility to update your online account to reflect your new rental charge, but only on or after the first Monday in April.

If you do not claim any help towards housing costs, by either Housing Benefit or Universal Credit, it may be worth speaking to one of our Welfare Advice Officers for a benefit check. Even if you work, you may be entitled to help with housing costs. It’s always worth checking.

There are a limited number of items for which you are responsible. A full list of responsibilities can be found at My Apex.

You are also responsible for obtaining home contents insurance, as our insurance only covers the structure of the building and the fixtures and fittings for which we are responsible.  Read more about the importance of home contents insurance at My Apex.

The quickest and easiest way to report a repair is through your online account at My Apex. Alternatively, you can report a repair through our form, or by speaking to someone in our assets team by phoning 028 7130 4800.

You should always report repairs or other maintenance issues promptly.  We will inspect your property to determine the cause and work with you to resolve the issue.

If an emergency repair is required outside office hours (9:00am to 5:00pm Monday to Friday) you should telephone our out of hours emergency repairs on freephone 0330 123 3342.

We sort repairs into three categories – emergency, urgent and routine.  Each category has a maximum response time to complete the job:
Emergency – 24 hours
Urgent – 4 working days
Routine – 20 working days

Repairs categories – descriptions and examples

If you’re unhappy with a repair we have undertaken, please let us know. We’ll work with you to understand what happened and do our best to put it right.

Contact our assets team on 028 7130 4800.

Yes, we carry out annual gas safety and regular electrical checks in all our homes.  Not only does this help to keep you and your family safe, it’s also a legal requirement.

We will arrange for your boiler to be serviced and will contact you in advance to notify you. We’ll do our best to work around your schedule, so please contact us straight away if an appointment isn’t convenient.

We offer a range of supported housing for older people; people with mental ill health, learning disabilities or alcohol/drug addictions; those who are physically disabled and young people in need of support.

Sheltered housing provides independent living for people aged 60+ in a secure setting with low level support, helping you look after your wellbeing and remain connected in your community. A scheme manager is usually available on-site Monday-Friday 9am-5pm (hours may vary depending on scheme) with Radius Connect 24 providing cover outside these times.

Our sheltered accommodation

Housing with Care is housing for older people who require some support to maintain their independence.  You will be assessed to ensure the service meets your needs.

Our Housing with Care accommodation

Nursing care provides 24-hour care and support and is suited to older people with more complex and ongoing medical conditions and needs.

Our nursing care accommodation

We offer accommodation, support and care for people aged over 18 with an enduring mental health issue and who are known to the health and social services team.

Our mental health accommodation

We offer accommodation, support and care for single people over 18 years of age with a learning disability and who are known to the health and social services team.

Our learning disability accommodation

We offer accommodation and support for both men and women with alcohol and drug addictions. 

Springwell House, Belfast
The House in the Wells, Derry~Londonderry
Foyle Valley House, Derry~Londonderry

Strand Foyer supports young people aged 18 to 25, offering accommodation, support, training and employment opportunities designed to improve independent living skills.

Strand Foyer, Derry~Londonderry

Our supported accommodation is allocated through the Housing Selection Scheme.  Applicants must apply to NI Housing Executive (NIHE).  Housing association tenants should apply through their own landlord as a transfer applicant.

For Housing with Care, learning disability or mental health applications, there will be a complex needs officer in NIHE who will complete a further assessment regarding care needs.

Anyone applying to one of our mental health or learning disability schemes must be known to the mental health/learning disability team and have a social worker.

Applications to our hostels and foyer can be direct; through a social worker or referral agent; or through NIHE.

A referral can be made by your Health & Social Care Trust.  To be eligible you must have a physical illness and/or disability and require 24-hour nursing care.

Yes, the application process is the same if you are a homeowner.  You must apply to NI Housing Executive (NIHE) and the assessment is a points-based system based on housing and health needs. Homeowners may be self-funding once allocated a property, but this will not stop a homeowner from applying for accommodation.

There is a ‘no pet’ policy in our supported housing schemes.  However, if you are allocated a bungalow within a sheltered housing scheme, you may have a pet for which you are responsible. You can apply for a pet through your online account at My Apex.

This depends on the size of the property.  If your home is a one-person one-bedroom property, a maximum of one person can stay overnight due to health and safety reasons.  We do have a guest room in each scheme, which can be booked by your family members or friends in advance.

All repairs should be reported to your Scheme Manager, who will contact our assets team.

If you wish to terminate your tenancy, we request four weeks’ written notice to the Scheme Manager / Housing Officer.  You will be liable for rent during this period. 

A joint tenancy is where two or more people sign to be jointly responsible for a tenancy.  Your Housing Officer can provide advice on the application process including any supporting information you will be asked to provide.

A remaining joint tenant can submit an application for a sole tenancy of your current accommodation.  Details on the process can be provided by your Housing Officer.

You can terminate your tenancy at any time on your online account at My Apex. You must provide Apex with at least four weeks’ written notice. If your circumstances change, you can extend your period of notice or cancel your termination any time before your current tenancy comes to an end.

When a tenant dies a remaining household member may be able to succeed to the tenancy.  Your Housing Officer can provide advice on the application process, including any supporting information you will be asked to provide.

Most tenants can request to transfer or exchange their property for alternative social housing.  If you are interested in a direct exchange, please contact your Housing Officer to discuss.

Tenants can use HomeSwapper, a free online service to look for homes that are available to exchange.