Residents Handbook A handy guide for CBHA residents

Transcription

1 Residents Handbook A handy guide for CBHA residents

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3 Contents Page Page About CBHA...4 Appointments...28 About us...6 Identification...28 Regulation and how we are governed...6 Cleaning up...28 Contact us...7 Outside...29 Tenant repair responsibilities...29 Customer service...8 Your rights...29 Customer service charter...10 Repairs you must pay for...30 Complaints...12 Redecoration following repairs...30 Confidentiality...13 Home contents insurance...30 Getting involved...15 Repair priorities...31 Social regeneration...16 Annual gas safety inspection...32 Jobs and training...18 Your rights...32 Financial advice...18 Right to improvements...32 Youth work...18 Advice for reporting repairs...32 Volunteering...19 Right first time...32 What to do if the electrics go off...32 Your tenancy...20 Heating and hot water...33 Your tenancy agreement...22 Taps...33 The right to live in your home...22 Drains and wastes...36 Assignment (transferring your home)...23 Gutter and rainwater pipes...37 Right to transfer/exchange...23 Locks...38 Right to buy/acquire...23 Who is responsible?...40 Tenant responsibilities...24 Rent...26 Tenancy Support...42 Setting rents...26 Independent living...44 Paying your rent...26 Sheltered accommodation...45 If you are behind with your rent...27 Repairs...28 Request for translated information. 46 How to report a repair...28 Useful contacts About CBHA Customer Service Social Regeneration Your Tenancy Tenancy Support

4 1About CBHA

5 Chair Debbie Griggs

6 About CBHA Involving Residents, Improving Lives CBHA is a community-based, resident-led organisation providing housing and related services to more than 1,500 properties in Waltham Forest. It is a member of Peabody Group. At CBHA we work to high standards, bringing our residents quality homes and services. We consult our residents on all aspects of their neighbourhoods and rely on them heavily to design the services they receive and to tell us what kind of homes and communities they want to live in. But our activities extend far beyond the provision of housing. CBHA aims to support the community through training and employment initiatives, boosting skills and offering guidance and activities that involve everyone. Regulation and how we are governed We must meet the standards and requirements set by our regulators, the Homes and Communities Agency (HCA), together with those of the Government and the Charity Commission. We are governed by a resident-led Board which reviews our overall performance and makes decisions on our policies, aims and targets. The partnership between residents, the CBHA Board and staff is central to our way of working. Seven out of 12 places are reserved for CBHA residents, including our resident Chair. Two people are nominated by Peabody and three independent members bring specialist knowledge to the Board. This structure ensures that a unified tenant voice is heard at the highest decision-making level of the organisation and that residents are involved in ensuring that their neighbourhoods are great places to live. CBHA Board members are charity trustees and company directors which means they are accountable for the governance of CBHA. 6

7 Contact us Phone: our one main contact number for all offices is This is also the number to use for out-of-hours emergencies. For information about us and our services, please visit our website About CBHA 1 The website includes a section called My CBHA. Here you can see your rent account, update your personal details and view a record of the contact you have had with us. You can use it to report a problem, ask for a repair or make a comment or complaint. Address: High Road Leytonstone E11 4JU services@cbha.org.uk 7

8 2Customer Service

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10 Customer Service Customer Service Charter Our Customer Service Charter sets out our service promises to our customers, telling them what we will do, how we will do it and how long it will take. We hope that, if customers feel that we are not achieving these standards, they will tell us or feel free to use our complaints procedure. CBHA s Customer Service Charter guarantees the following standards: Staff CBHA staff will be polite, courteous and professional at all times. CBHA staff will treat customers fairly and with respect. CBHA staff will have up to date identification, especially on home visits. Offices Office opening times will be publicised and offices will be staffed during these times. At all other times, a telephone service will be available to take emergency calls. Visitors to our offices will be acknowledged within one minute of arrival and will be seen within five minutes. Visitors wishing to discuss confidential matters will be offered a private interview. Telephones Telephones will be answered promptly. The staff member answering the call will give their name. Messages taken for other staff members will be passed on immediately, either in person or through the contact system. Telephone messages will be responded to within one working day. Correspondence We will acknowledge your correspondence within two working days. We will reply to all written correspondence within ten working days of receipt. We will provide a clear response that answers your query. 10

11 Information CBHA will provide all residents with this handbook detailing the services that we provide, contact details and other relevant information. CBHA News will usually be published three times per year. An annual report will be published every year giving details of our performance for the previous year. Easy to understand leaflets on a range of issues will be available. Rent statements will be sent every two months or on request. Customer Service A statement of account will be sent to all leaseholders and freeholders annually. Bespoke written translations will be sent out with correspondence on specific service issues. 2 A translation/ interpreting service will be available on request. Consultation CBHA will consult you about any major changes to services using our Customer Panel, local committees, public meetings, drop-in sessions and written correspondence. All major changes to service provision will have to be approved by our Board. Residents will form part of all service improvement reviews and service working party groups. CBHA will commission an independent customer survey at least once every three years. 11

12 Complaints We aim to provide an excellent service but when things go wrong, we want to hear about it. Complaints provide us with valuable feedback which we use to ensure we achieve continuous improvement in all we do Our complaints procedure If you want to complain about a poor service you have received or a delay in the services that we provide, you should contact us by writing, by telephone or in person. The staff at the office will try to resolve your complaint straight away. If they cannot do this, they will pass the complaint to the manager of the service who will carry out an investigation into your complaint. There are three internal stages to CBHA s complaints procedure. At all stages, the aim is to resolve the complaint. A complaint will not be progressed until the customer advises us how it can be resolved. Stage 1: Stage 2: initial complaint, handled by staff member receiving complaint or relevant manager. if unresolved / not satisfied, complaint will be referred to a director. Stage 3: if unresolved / not satisfied, complaint will be heard by Board members. If a person making a complaint is still unhappy after all the internal stages, they can then complain to the Independent Housing Ombudsman. This is the final part of the complaints process. Details of how to do this are available from CBHA or on the Housing Ombudsman website: 12

13 Confidentiality All our staff follow strict rules when dealing with the personal information we hold about residents, people applying for housing, other customers and potential customers. We will not normally give your personal information to other organisations without your permission. However, there are some circumstances where we can do so or have to do so (see below). Members of staff will only have access to your personal information when they need it to provide you with a service or they have to provide it to another organisation. When you first become a tenant we will normally get your written permission to use your personal information. We may ask for your permission again after a period of time, and you can withdraw your permission at any time. Giving information to other organisations The police We will co-operate with the police to help prevent and detect crime. We will only give the police personal information without your permission if we believe that this is necessary to prevent or detect crime, or when we have to do so by law. We will only give your personal information to senior officers. Customer Service 2 Council tax department We will give the council tax department the names of residents and details about each of our properties (for example, whether anyone is living there). Gas, electricity and water companies We will give the names of current and previous residents, as well as tenancy start and end dates, to the gas, electricity and water companies supplying the particular property Housing Benefit department We will normally give the Housing Benefit department the personal information they need to process your claim. We will also tell the department about changes in your circumstances. 13

14 Social services and the National Probation Service Senior managers will decide whether to give personal information to these services, depending on the type of information asked for and why it is needed. HM Revenue & Customs We will co-operate with HM Revenue & Customs to help prevent and detect crime. Only a senior manager of ours can provide the information. Data protection The Data Protection Act 1998 applies to any information that we hold about you. Under the Act, you have the right to: be told what information we hold about you, why we have it, and who we may give it to; have copies of the information we hold about you; correct any inaccurate or misleading information; and get compensation for any damage or inconvenience you suffer if we misuse your information. We ask you to advise us of any significant changes in your household that may affect your tenancy e.g. pregnancy, serious illness, people leaving the household etc If you think that any of the information we hold about you is not correct, you can ask us to change it or remove it from your file. If we do not accept that the information is incorrect, we will attach a note to your file giving your view and explaining our decision not to change or remove the information. 14

15 Getting involved Our mission is Involving Residents, Improving Lives and there are many ways you can become involved with CBHA. The Board One way is through our Board which has a majority of residents and a resident Chair. It has overall responsibility for the governance, finance and performance of CBHA. We always advertise Board vacancies locally and offer help and support to anyone who is considering applying for this position. Other ways residents can be involved are: Resident Scrutiny The scrutiny panel examines our performance and make recommendations to senior management and the Board on how CBHA services can be improved. Customer Service 2 Customer Panel The customer panel give us feedback on our policies, services and new initiatives by taking part in regular surveys which are carried out by post or . Focus groups Focus groups are held throughout the year to discuss specific services, policies or new initiatives. It is an opportunity for residents to meet with the relevant managers to give feedback and put forward suggestions which are used to help shape the service, policy or new initiative. Telephone and surveys Suggestion scheme This scheme gives residents the opportunity to make service improvement suggestions and put forward ideas without the need to complete a survey or attend a meeting. Suggestions can be submitted in the suggestions boxes in our offices or be ed to services@cbha.org.uk. If you are interested in getting involved or finding out more about current opportunities for involvement phone CBHA on or at us at services@cbha.org.uk. 15

16 3Social Regeneration

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18 Social regeneration CBHA provides so much more that just housing and this means a wealth of opportunities for our residents. Jobs and training Supporting local people into sustainable employment has become a priority for CBHA over the past decade. This has included providing work experience opportunities, apprenticeships and permanent employment opportunities. The borough is characterised by a small economy with relatively few businesses, the overwhelming majority being quite small. There is a significant opportunity for the area to grow through existing plans for East London such as the London 2012 Olympic and Paralympic Games. Residents can receive support and advice on employment and training directly from CBHA. This includes help writing CVs or filling in application forms and tips on having a successful job interview. Financial advice CBHA money advisers can help residents maximise their income by advising on benefits entitlement as well as providing debt advice. They provide one-to-one sessions call to book an appointment. Youth work Safe, fun places for young people to go are provided in each of our four areas. Extra activities and trips are often organised during school holidays. Various projects around healthy living, sports and to build self-esteem are run for teenagers. CBHA young people also participate in national projects, to ensure that young people have a voice. Our Say, Our Way is a recent example of such a project in which a website was created to link up and empower young people from four social housing landlords to have a say in their communities. 18

19 Volunteering Anyone living in one of CBHA s neighbourhoods can offer to be a volunteer. You do not need a particular skill, only some spare time, enthusiasm and commitment. There are various opportunities for local residents to become involved in their community. Volunteering is a great way to improve your CV as well as enhance community spirit. Training is offered and many volunteers find that the skills they learn can often lead to paid employment or career development through improved CVs. To find out more about any social regeneration opportunities, please ring Social Regeneration 3 19

20 4Your CBHA tenancy

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22 Your tenancy agreement Before you moved into your home, you will have signed a tenancy agreement. This sets out your and our rights and responsibilities. Your tenancy agreement is a legal document and you should keep it in a safe place. Most of our residents have an assured (non-shorthold) tenancy under the terms of the Housing Act There are some exceptions including applicants to the 17 to 24 scheme who are offered assured shorthold tenancies. The right to live in your home Your tenancy agreement means you have the right to live in your home for as long as you want to and we cannot end your tenancy unless we get a possession order (a legal document that gives us the right to evict you) from the courts. A summary of the reasons CBHA would apply to take back possession of your home is listed below: Because of your own action or the action of someone living with you or visiting you: You have broken a term of this tenancy agreement or given false information in your housing application. In these cases we will not offer you another home. Because special circumstances mean CBHA must move you out: This could be either temporarily or permanently. These circumstances are described in your tenancy agreement. You would be offered a suitable alternative home. Because you have left the premises and it is no longer your sole or principal home. Full details are provided in section 1 of the schedule attached to your Tenancy Agreement. You can also be excluded from your home for a temporary period in cases of extreme anti-social behaviour. We can make an application, with the police, for a closure order which gives us authority to, effectively, remove you from your home for a period of time to prevent further nuisance. When CBHA take possession of the property through a failure on your part to adhere to the terms of your Tenancy Agreement, we have no responsibility to rehouse you. The local authority may also deem that you have made yourself intentionally homeless and could also refuse to provide you with alternative accommodation. 22

23 CBHA has chosen not to exercise some powers available to it in the Housing Act This is to give you greater security and is in line with rights enjoyed by council tenants. Assignment (transferring your tenancy) You have the right to assign (transfer) your tenancy to someone else only in the following circumstances. When a court has ordered the transfer as part of divorce or separation proceedings. If you have our written permission to carry out a mutual exchange (where a tenant swaps homes with another tenant, not necessarily within CBHA). If you pass your tenancy on to someone who would be entitled to take it over after your death. In the event of your death, we would assign the tenancy to a family member who would be entitled to take it over. You must never give, rent out or sell your home to someone else. CBHA always seeks possession of homes transferred unlawfully. For more information, please contact CBHA. Right to transfer/exchange You have the right to apply to move to another CBHA home. You will have to go on the transfer list. An offer of a new home depends on the urgency of your housing need, how long you have been waiting and what accommodation is available. You have the right to exchange your home with a tenant of another housing association or local authority. You must get CBHA s permission in writing first. (Conditions apply.) Right to buy/acquire You may have the right to purchase your home under the Preserved Right to Buy or Right to Acquire. There are conditions around these rights and any discount is based on your length of tenancy. Further details are available from CBHA. Your Tenancy 4 23

24 Tenant responsibilities You are responsible for the behaviour of every person (including children) living in or visiting your home. You are responsible for them in your home, on surrounding land, in communal areas and facilities and CBHA offices. You and they must not cause a nuisance, annoyance or disturbance to any other person, including CBHA staff. Examples of nuisance include loud music and noise in general. You and they must not harass any other person. Examples of harassment include: using or threatening to use violence using an animal to threaten another person using abusive, racist or insulting words or behaviour damaging or threatening to damage another person s home or possessions writing threatening, abusive or insulting graffiti doing anything that interferes with the peace, comfort or convenience of other people. You and they must not use your home or any communal area for any illegal activity. You and they must not damage, deface or put graffiti on CBHA property. You may have to pay for any repair or replacement. The action we will take will depend on the individual situation and will be based on a full investigation of the facts. You and they must not interfere with security and safety equipment in communal blocks. You and they must not use or threaten to use violence against any employee, agent or contractor of the CBHA or against any other tenant, resident or their visitors. You and they must not throw anything from a window, block or balcony. You must not inflict domestic violence or threaten violence against any other person, either living with you or in another CBHA home. You must not harass 24

25 or use mental, emotional or sexual abuse to make anyone who lives with you leave the home. You must ask CBHA for permission if you want to keep any animal. The only exception is for normal domestic pets including cats and dogs. You only need to ask to keep a normal domestic pet if your home shares a common entrance. Your pet must not annoy or frighten other people. They must be kept under control and must not be allowed to foul the premises or communal areas. You must not keep any animal that CBHA decides is unsuitable for your home. You must not keep any animal which is classified as dangerous under the Dangerous Wild Animals Act You must comply with the Dangerous Dogs Act 1991 if you keep dogs which are classified as dangerous under that Act. You must co-operate with CBHA and your neighbours to keep any communal areas clean, tidy and clear of obstruction. This includes plant pots, ornaments, bicycles and pushchairs / buggies. You must not run a business from your home without CBHA s prior agreement in writing. We will not normally refuse permission unless the business would cause a nuisance or might damage the property. You must not park a vehicle anywhere on your property except on hard standing (a driveway or paved area intended for parking). You must not park a caravan or motor home on the garden, driveway, paved area around your home or on any communal parking areas without CBHA s agreement in writing. You must not do major car repairs or park an illegal or unroadworthy vehicle on the land around your home or on the road. Your Tenancy You must not put up structures such as sheds, garages or pigeon lofts anywhere on your property without CBHA s agreement in writing. You must keep your garden tidy by cutting the lawn and trimming the hedges. 4 You must not keep any unsightly or scrap materials in the garden or against the external walls. You must not keep or use bottled gas, paraffin, petrol or other dangerous materials in your home or in communal areas. 25

26 Rent Setting rents CBHA s rents are set in accordance with Government guidelines. It is possible that two similar properties will have different rents, depending on the area, when the property was built and when the tenancy commenced. Rent and service charges are reviewed every year and CBHA will notify you in writing of any changes to those charges. If you are experiencing any difficulties with rent or service charge payments, please contact us immediately so we can offer help and ensure you are receiving any benefits to which you are entitled. Paying your rent Your rent is the most important financial commitment you have. So we expect you to prioritise rent payments above other payments you make. Your rent is our main source of income and we use it to provide the services you receive. If you do not pay your rent, you may lose your home. Your rent is due every Monday for the week ahead although you can pay monthly in advance if you prefer. There are a number of ways you can pay your rent to make it as easy as possible for you. You can pay your rent in any of the following ways: By direct debit straight from your bank or building society account Direct from your Housing Benefit you will need to sign a form asking LBWF to pay us direct. By debit card or credit card At a post office you will need your rent card. Anywhere that displays the PayPoint sign you will need your rent card. If you are on a low income, you may be entitled to Housing Benefit to help you. You are responsible for claiming Housing Benefit and making sure LBWF has all the information it needs to consider your claim. You are also responsible for telling your local authority if your rent or your circumstances change and this could affect the amount of benefit you are entitled to. 26

27 You can get a Housing Benefit application form from LBWF s Housing Benefit department. For advice on claiming benefits or any rent related issues, phone us on or call into your local office. If you are behind with your rent If you cannot pay your rent, it is very important that you contact us straight away. We will be able to advise you on how to deal with the problem. The sooner you talk to us, the more help we can offer you. We will discuss your situation with you in a confidential and sensitive way and agree how you can pay the rent you owe. It is important that you keep to any payment arrangement you agree to. If you do not contact us about a missed payment or you do not keep to a payment arrangement you have made with us, we will take action against you to recover the money you owe us. This action may end in you losing your home. We will only evict you as a last resort, but your home is at risk if you do not pay your rent. If you are joint tenants, you are each responsible for all the rent and for any rent arrears. CBHA can recover all rent arrears owed for your home from any individual tenant. So if one joint tenant leaves, the remaining tenant is responsible for any rent that may still be owed. Your Tenancy 4 27

28 Repairs We recognise that of all the services that the CBHA provides, this is one of the most important to you. We aim to carry out repairs quickly and efficiently, and to provide you with a high quality repairs service at all times. How to report a repair Online on My CBHA. Visit and click on report a repair By phone. Ring and select option 1. In person at one of our offices By letter to Repairs and Maintenance at our central office By to services@cbha.org.uk. *If the repair is an emergency e.g. there is danger to people or property, please make sure you speak to someone as the other methods cannot guarantee immediate attention. Appointments When you ask for a repair, tell us your name and address, your phone and mobile numbers and details of the repair that is needed. We will need to arrange with you when we can get into your home to carry out the repair. When you contact us we will give you a reference number for the repair and the date we should carry out the work. If possible, we will agree an appointment with you when you call. If the repair is deemed an emergency, we will respond within two hours. You will need to arrange for an adult to be in the property for this period to allow access. Identification You should always ask for identification if anyone calls at your home. If you are not sure who they are, or they are not carrying ID, please contact us. Cleaning up The repair may cause some dirt and inconvenience which is unavoidable. Before the contractor starts work they should tell you about anything that could cause an inconvenience. They will take all reasonable steps to keep inconvenience to a minimum while they are working, and will tidy up afterwards. Contractors should respect you and your property. They will not use your facilities or equipment without your permission. 28

29 Outside We employ contractors to maintain our green assets and carry out gardening activities in shared areas and grounds. Their work includes mowing lawns, removing weeds, pruning, mulching,looking after plants and planting. Each resident is responsible for maintaining their own gardens and drives. However, help is available for vulnerable residents through our Tenancy Support team. We will carry out regular estate inspections to monitor health and safety issues and to ensure the areas are well-maintained. Please dispose of your rubbish and recyclables using the appropriate bins. Rubbish should not be left in shared areas as it is unsightly and unsafe. Please help to keep the shared areas clean by not dropping litter. The council can arrange to collect large items. Please contact them on for more details of this service. Tenant repair responsibilities You are responsible for keeping your home maintained to a reasonable standard and for the repair or replacement of fittings. (Please see Repairs you must pay for section.) These include: repairs that are due to damage or neglect by you, a member of your household or a visitor decorating the inside of your home replacing light bulbs and doorbells renewing toilet seats, shower curtains and shower hoses / heads replacing plugs for sinks, wash basins and baths removing blockages to your sink, toilet, wash basin or bath. Do not pour fat down them. Cooking oils, fats and food scraps can turn into a solid lump inside the waste pipe or drain. wiping down of bathroom and kitchen surfaces to prevent mould formation repairing minor cracks to plaster repair or replacement of any items you have installed yourself replacing glass in windows or doors which is broken by someone in your household or a visitor (if a window is broken through criminal damage we will Your Tenancy 4 29

30 repair the glass only when you provide us with a police crime reference number). You can report this to the police on their non-emergency number 101.) adapting inside doors to fit carpets or flooring that you have installed fitting extra locks, draught excluders, doorbells installing gas or electric cookers (this should be done by a competent person registered with the appropriate body) fitting locks or bolts to garden gates repairing garden sheds repairing any improvements you make to your home. You must also arrange to clear out unwanted household goods such as furniture, fridges and washing machines. CBHA may do some of these jobs for you if you are physically unable to do them. You must immediately report to us any faults or damage for which CBHA has a responsibility to repair. Repairs you must pay for We will charge you for repairs we have to carry out because of damage caused by you or anyone living with or visiting you. This includes floods and water damage caused by inappropriate use of bathing equipment, clearing blockages caused by the disposal of items such as cooking oil / fat, rice, nappies and sanitary items and the replacement of windows broken from inside. If you move out of your home and we have to clear and clean the property, we will charge you for doing this. You will also be charged for any missing or damaged components/fixtures and fittings owned by CBHA. Redecoration following repairs If your decoration is damaged by any work we do, we will make good the affected area or offer you a decorating allowance. Home contents insurance You are responsible for insuring your belongings. We strongly recommend that you get home contents insurance for all your belongings, including carpets and other floor coverings, decorations, furniture, clothing and other valuable items that you own or are responsible for. We have arranged for our residents to have access to low-cost home contents insurance. For more information, please ring housing services on

31 Repair priorities when will my repair be done? Different types of repair will be carried out within different timescales, depending on the urgency and risk to health and safety. We categorise types of repair as follows: Priority 1: emergency repairs (anything that is a possible health and safety hazard). Response time: within 2 hours. Completion: within 24 hours. Examples are: bad leak or flooding, live electrical wires, wet electrics, insecure front door, blocked toilet (if only one toilet in the property and if it is CBHA s responsibility), no heating, no hot water. Priority 2: urgent but non-emergency repairs. Completion: 3 working days. Examples are: overhaul cistern, minor leaks Priority 3: standard repairs. Completion: within 10 working days. Examples are: renew kitchen sink or bath, replace flooring. Priority 4: routine repairs, non-urgent. Completion: within 20 working days. Examples are: replace kitchen units, fencing. Priority 5: programmed repairs. There are repairs that we may give to a contractor in bulk or as a separate contract to get value for money, as long as there is not a risk to your health and safety. Your Tenancy 4 Priority 6: planned preventative maintenance and refurbishment works. Completion: within 60 working days. We recognise that elderly or vulnerable residents will need special treatment in some cases, so we will prioritise their repairs as appropriate. 31

32 Annual gas-safety inspection By law we must carry out a gas-safety inspection every year to make sure the gas appliances we have provided, such as the boiler, are safe. These checks are free to tenants and take no longer than an hour. As well as keeping you safe, these checks ensure your boiler is operating efficiently, so saving you money on your heating costs. It is essential we have access to carry out these safety checks and that you have credit for your gas supply. We will, in extreme cases, seek a court order to gain access to undertake these essential checks. We will also recharge you for any costs we incur in taking this action or any broken appointments. Your rights Rights to improvements You have the right to put in your own improvements such as a shower or conservatory but you must get CBHA s agreement in writing before doing any work like this. You may also need planning and building regulation approval and this must be obtained before we give our approval. If you want to put up your own satellite dish or TV aerial, you must get our written permission first. You may also need to get planning permission from the local authority. Before you install laminate flooring you should check to see if you are allowed to do so. Laminate flooring can cause noise nuisance if you have people living below you. Advice for reporting repairs Right first time You can really help us to get your repair completed on the first visit by giving us the right information. The following pages are designed so you can report the repair to us accurately. What to do if the electrics go off Unplug all appliances Open the cover of the fuse box Reset the mini-circuit breaker (MCB) or mains by pushing up the trip switch or switches 32

33 Plug the appliances back in one at a time. If it is faulty, the MCB will trip again. Heating and hot water Tell us if you have any other form of heating or hot water. Water leaks Things you should tell us Do you know the cause of the leak? Is there a roof above you or another flat? If the leak is coming from a neighbour s home, what is their address? Have you spoken to them? Is the water leaking from a water supply pipe, waste pipe or overflow? Does it only happen when it rains? When the leak started? Is the leak affecting your electrics? Is it hot or cold water that is leaking? How serious is the leak? Taps What sort of tap is causing the problem? Your Tenancy 4 33

34 Hand Screw Washer Base 34

35 Sink tap (pillar) Bath tap (pillar) Basin tap (pillar) Your Tenancy 4 Mixer tap Supatap Lever handle tap 35

36 Drains and wastes Things you should tell us Is there a blockage? Is dirty water backing up in your toilet, bath, sink or basin? If the drain is blocked is it overflowing? Are any of your neighbours also affected? Has there been any damage to your home? If it is a blocked trap or waste pipe, have you tried to clear it? 36

37 Advice It is easy to clean a blocked trap. Turn off the taps and put a bucket underneath the sink to catch the water. Then unscrew the bottle trap by hand and clean it. Make sure you screw the trap back on tightly. If your drain or waste pipe gets blocked by objects such as nappies, toys or air fresheners, we will charge you for the cost of clearing it. Gutters and rainwater pipes Things you should tell us Your Tenancy Can you see any blockage in the gutter or downpipe? Is the gutter or downpipe leaking? Is it leaking from a joint? What shape is it round or square? What is it made of metal or plastic? How many storeys high is the building? 4 37

38 Locks Tell us what type of lock it is Striking plate Mortise lock (Chubb lock) Mortise latch Night latch (Yale lock) 38

39 Rim lock Rim deadlock Multi-point lock (espagnolette) Your Tenancy 4 39

40 Who is responsible? This table shows who is responsible for doing different repairs to your property. If you have any questions about this, please contact CBHA. Repair CBHA You Bathroom fixtures & fittings(including baths basins, showers &toilets that we have provided) 40 Except toilet seats, cabinets, mirrors, towel rails, toilet roll holders & fixtures that you have fitted Y N Baths Y N Bins that are only for you N Y Bins - shared bins and rubbish clutters* N Y Blocked sinks, basins, baths and toilets Boundary walls, fences and gates CBHA - tenant is responsible of unblocking sinks where this can be done by using a plunger Y N Except gate latches, locks and gate numbers. CBHA tenants are responsible for trellis to fencing Y N Ceilings Y N Chains and plugs On baths, basins and sinks N Y Condensation CBHA sends out leaflet N Y Curtain rails, curtains and blinds N Y Damp We will inspect your property to find the cause of damp Y N Decoration (inside your home) Except when caused by structural defects N Y Decoration (outside your home and shared areas) Y N Domestic appliances N N Doorbells and door chains N Y Door entry systems and intercoms Y N Doors (Outside) Doors (Inside) Includes frames, hinges, locks, door jambs, thresholds, letter boxes and handles Y N Except where removed or fitted by you. Tenants need to replace their own door handles Y N Drains, gutters and outside pipes Y N Draught excluders N Y Electrical sockets, switches and wiring Except for electrical fittings you have installed Y N Floorboards Y N Floor Coverings Including adapting doors N Y Garages CBHA don t provide garages N N Garden maintenance Except for shared gardens N Y Gas boilers including services Y N Gas Supply Glazing Except for problems with your meter and the supply pipes leading it Y N Except in shared areas or when broken because of crime N Y

41 Repair CBHA You Hand basins Except blockages Y N Heating Y N Kitchens Except your own domestic appliances Y N Lifts Y N Light bulbs, florescent tubes and starters Except shared areas N Y Light fittings Except ones you have fitted Y N Light switches Y N Locks Except if you lose your key, get locked out or if it is your own lock Y N Lost or stolen keys Tenant may get re-charge unless CAD is provided N Y Paths, steps and ramps Y N Plastering Except repairing small cracks and hair line cracking up to 5mm Y N Radiators Y N Roofs Y N Sheds N Y Shelves, hooks and rails N Y Showers fitted by us Y N Skirting boards Y N Stairs and banister rails Y N Taps Y N Phone points N Y Toilet seats N Y TV aerials and sockets When served by a communal aerial Y N Walls Y N Window frames Including window sills, catches, sash cords and frames Y N Worktops Y N Your Tenancy 4 41

42 5Tenancy Support

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44 Independent living Our aim is to enable older people and vulnerable residents to live as independently as possible by offering access to lifelong learning, healthy living and social activities, as well as opportunities for volunteering and peer befriending. CBHA s Tenancy Support Services team works with other agencies to provide residents with the temporary or permanent support they might need in order for them to remain comfortable in their home. This sometimes includes putting adaptations into their home, such as stair lifts and hand rails, so that those with mobility problems are not restricted when indoors. If this sounds like something that could help you, call us on and ask for Tenancy Support. We provide a range of services to older people that contribute toward helping to prevent hospital admission, combat isolation and promote well being and healthy living. Tenancy Support Services might also help move and settle a resident into a property and introduce them to people and places. We also assist residents with known drug or alcohol problems to attend any programmes they are on. We refer residents to social services when necessary, such as to gain help and advice for children with learning or behavioural difficulties. The team will also put residents in touch with other colleagues at CBHA, such as training and employment advice or youth services. 44

45 Sheltered housing at Doreen Capstan House and Welcome Court Living in sheltered housing means having your own flat, complete with own kitchen and bathroom - but with added benefits. Residents can choose to stay in their flats when they want or can spend time in one of the communal lounges. Other CBHA residents might mistakenly think the CBHA sheltered housing schemes were old people s homes - and have a certain amount of fear about ever living there - but this is not the case. The schemes, which are open to those aged 60 and over, enable people to live completely independently but with added support available if required. When an older person is not in a scheme, they might not see many people in a day. But at a sheltered scheme, they have the option of having social time with other residents and enjoying coffee mornings and many other social activities. To find out more about what Tenancy Support Services could offer you as a resident, please contact CBHA on or services@cbha.org.uk. Tenancy Support 45 5

46 Request for translated information This document is about your housing. If you are unable to understand the contents because English is not your first language, and you would like to discuss it with someone in your own language, please tick the relevant box, complete your name, address and telephone number and return the whole page to the address given below. Name... Address Telephone number... CBHA Central Office High Road Leytonstone London E11 4JU 46

47 Translations pdf to be resupplied by client 47

48 Useful contacts CBHA... or ring LB Waltham Forest... or ring Emergency services Police (non-emergency calls) NHS Direct Thames Water Gas emergencies Electrical emergencies Transport for London Samaritans Citizen s Advice Bureau... or ring Whipps Cross Hospital... or ring Waltham Forest Credit Union... or ring

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52 CBHA Central Office High Road Leytonstone London E11 4JU