Resident Newsletter

Important Update: Changes to Allpay Digital Payment Services

Our payment provider, Allpay, has announced an important update to its digital services. This includes the closure of the Allpay app and the Allpay Internet Payments portal, which will be replaced by a new, improved service called allpayments.

The Allpay app and Internet Payments portal will be closing on Monday 11 May 2026.

What you need to do:

If you currently use the Allpay app or the Allpay Internet Payments portal, you will need to switch to the new allpayments service to continue making payments online.

To keep making payments digitally, you can:

• Download the new allpayments app from the Apple App Store or Google Play Store
• Or use the allpayments web portal at https://new.allpayments.net/

You can log in using your existing Allpay username and password, and your details will transfer automatically once you sign in.

Please note this is not an update to the existing app. The Allpay app will close, and you will need to download the new allpayments app separately.

If you do not use the Allpay service, then you do not need to do anything. 

We’re excited to share with you that we delivered an impressive 42 new homes in year 1 of our 5 year plan to deliver 400 homes! We are very proud of these and we hope you will be too!

Here’s a breakdown of our new homes, by location…

In Alphington, we have taken handover of 12 social rented homes and 9 shared ownership homes. All of these properties are EPC ‘A’ rated, with each having gas central heating, PV solar panels and electric car charging points fitted.

In Newton Abbot, we have taken handover of 5 affordable rented homes and 3 shared ownership homes. These are a high EPC ‘B’ rating, with PV solar panels, Air Source Heat Pumps and electric car charging points fitted to each property.

In Cheriton Bishop, we have taken handover of 4 affordable rented homes and 3 shared ownership homes. These are a high EPC ‘B’ rating, with air source heat pumps and electric car charging points fitted to each property, as well as internal cabling for easier installation of future PV solar panels.

In Dawlish, we have taken handover of 4 affordable rented homes and 2 shared ownership homes. These are a high EPC ‘B’ rating, with gas central heating, PV solar panels and electric car charging points fitted to each property.

We’re pleased to share that our reception hours are being extended to give you more flexibility and better access to support.

New Opening Hours

Starting 13th April 2026, our reception at Western Way will be open:

• 10:00–12:00
• 14:30–16:30

These extended hours mean you’ll have more opportunities throughout the day to drop in, ask questions, or get help with anything related to your tenancy.

During these times, a Housing Officer and Customer Service Advisor will be available to assist with:

• General housing enquiries
• Reporting repairs
• Tenancy support
• Guidance on services and resources

Whether you need quick advice or a more in‑depth conversation, we’re here to make sure you feel supported. We have private rooms where you can discuss any issues you might have.

Our residents on Universal Credit should endeavour to update their rent from today (1st April) with the Universal Credit portal. All residents will have a “to do” in their journal.

If you are unsure on how to update your journal please call us on 01392 273462 option 1

A quick update on upcoming safety checks

We’re will soon be sending out more letters as we work with UK Radon to carry out a routine health and safety check within residents homes. This involves testing for radon, a naturally occurring gas, to make sure homes stay safe and healthy.

You will receive a letter in the post explaining what you need to do, which is as follows

• In the coming weeks, you’ll receive two small radon sensors in the post.
• They come with clear instructions and only need to be placed in the rooms you use most.
• The sensors stay in place for three months—you don’t need to do anything during this time.
• When the test is finished, simply return them using the prepaid packaging provided.

The following address will be receiving letters

• Admiral Vernon Court
• Carlile Road
• Chamberlain Road
• Cherry Barton
• Cordery Road
• Ebrington Road
• Fords Roads
• Hamilton Avenue
• Heneaton Square
• Leonard Square
• Raleigh House
• Rutherford Street
• St Andrews Court
• Water Lane
• Wonford Street

Following a fantastic suggestion from one of our residents, part of the communal garden at Ennerdale Way has now been transformed into a vibrant edible growing space. With the hard work of both staff and residents, the area has been planted with a colourful mix of flowers, fruits, and future treats for everyone to enjoy.

We’ve recently begun carrying out estate inspections across our neighbourhoods. These walkabouts are a chance for residents to join us, share their experiences, and tell us what day‑to‑day life is really like in the community. Your insight helps us understand what’s working well and where improvements can be made.

• Items left in these areas can block fire exits and create hazards.
• If you need help relocating belongings, please speak to us we’re here to assist.
• This rule is part of our wider Neighbourhood Management Policy which can be found on our website.

Cornerstone is growing a larger and more diverse range of properties.

Sometimes we will employ contractors to complete the works on our behalf for example, where specialist skill sets are needed, to ensure appointments are booked at a time convenient to you and suitable for the contractor, our contractors will often contact you directly by letter, telephone or email.

We are currently using the following contractors:

• WMS (Gas Servicing)
• ECS (Electrical Safety Checks)
• AMS (Air Source Heat Pump Maintenance)
• Kovia (Asbestos works and Energy Performance Certificates)
• Service Master (Cleaning service)
• Dolphin Stairlifts (Stair lift servicing)
• AtkinsRealis (Home Condition Surveys)
• LivGreen (retrofit assessments and associated works)

This list is not exhaustive and is subject to change depending on demand for works. If you are contacted by a contractor and are unsure of their relationship with Cornerstone, please contact us on 01392 273462 option 1 or repairs@cornerstonehousing.net and we will be able to confirm for you.

We will only ever share information with our contractors to allow them to complete the service required. This usually includes to your name, address and contact information however other information may need to be provided.

Energy Performance Certificates (EPCs) are an important part of making homes warmer and more energy-efficient. It’s a key part of providing quality housing and supporting residents, it helps us to know how to improve your home.

What is an EPC?
An EPC shows how energy-efficient a property is. It assigns the home a rating from A (most efficient) to G (least efficient)

An EPC includes:

• Energy Efficiency Rating: Graded from A (most efficient) to G (least efficient).
• Estimated Energy Costs: For heating, lighting, and hot water.
• Recommendations: Suggestions for improving energy efficiency, like insulation or double glazing.
• Environmental Impact: CO2 emissions and how they could be reduced.

Why Are EPCs Important?
1. Better living conditions
EPCs identify ways to make homes warmer and cheaper to run. This is especially important for residents who find it hard to afford to heat their home.

2. Planning improvements
EPCs guide us on where to invest in improvements like insulation, double glazing, or low-energy lighting, making sure improvements are targeted and effective.

3. Transparency
Residents have the right to know how energy-efficient their home is. EPCs provide clear information and help build trust between Cornerstone and residents.

What we’re doing
We’re committed to ensuring every property has a valid EPC and meets the required standards. We’re also working to improve energy efficiency across our homes, helping residents save on bills and live more comfortably. We have instructed a company called Kovia to undertake all our EPC certificates for us. They will contact residents who need an assessment by letter or phone call. If you are unable to make the appointment, please contact Kovia to rearrange it.

Your safety is our top priority, and smoke and carbon monoxide (CO2) detectors play a vital role in protecting you and your home. We’re asking all residents to please avoid tampering with these devices and to let us know if you experience any issues on 01392 273462 option 1 or email repairs@cornerstonehousing.net

Tampering with smoke or CO2 detectors such as removing batteries, covering them, or disabling them can put lives at risk. These devices are there to alert you to danger and must remain fully operational at all times.

Support is available if your detector is:

• Beeping or going off frequently
• Causing concern or confusion
• Difficult to reach or test

Test Regularly
We recommend testing your detectors once a month to ensure they’re working properly. Most detectors have a test button just press and hold it until you hear a beep.

Need a Pointy Stick?
If your detector is out of reach and you need a tool to test it safely, let us know! We can provide a suitable device or offer assistance with testing.

Legionella is a type of bacteria that can grow in water systems and cause Legionnaires’ disease. It is contracted by inhaling small droplets of water (aerosols) that contain the bacteria not by drinking water.

Why are empty properties at risk?
When a home is left unoccupied, water is still in pipes, tanks, and appliances. This creates ideal conditions for Legionella to grow, especially if:

• Water temperatures are between 20°C and 45°C
• There is little or no water movement
• There is scale or rust in the system

Legal Responsibilities

Under UK law, landlords must:

• Assess the risk of Legionella in their homes
• Take steps to control the risk, especially in communal areas
• Inform residents about any risks and how to reduce them

In an occupied building where taps and showers are regularly used; there is very little risk of water stagnating in the pipes and therefore legionella bacteria has little chance to grow.

What Can Residents Do to Stay Safe?

If you are returning after a long absence (more than 2 weeks):
1. Run all taps and showers for at least 2 minutes – with the shower head as low as possible
2. Flush toilets with the lid down
3. Clean showerheads and taps regularly
4. Report any issues with water temperature or change of colour to Cornerstone

Who Is Most at Risk?
People at higher risk of Legionnaires’ disease include:

• Older adults (especially over 50)
• Smokers and heavy drinkers
• People with chronic respiratory or kidney conditions
• Those with weakened immune systems

Crack down on antisocial behaviour in Exeter

Last week, the Exeter Neighbourhood Policing team secured a closure order on a residential property as part of their ongoing commitment to tackle antisocial behaviour in the city.

We worked closely with the police to secure the closure order for Beacon Avenue. Our Community Safety Lead at Cornerstone Housing, Justin Ryan, said “Cornerstone welcomes the decision by the Police to secure a closure order on one of our properties following persistent anti-social behaviour concerns.”

To read the full statement from the police, click here

We’re pleased to let residents know that brand new noticeboards have now been installed across our communal areas. These boards are designed to help everyone stay informed and to make it easier to keep our shared spaces safe, clean and welcoming.