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1 361 High Road, Wood Green, London N22 8JA Page 1 of 12

2 Contents Introduction... 3 Moving In Checklist... 4 Switching On Your Suppliers... 5 Step Step Step Step Repairs to your home... 6 Your landlord/property owner is responsible for:... 6 The tenant is responsible for:... 6 Emergency Repairs within 24 hours... 7 Urgent Works within 48 hours... 7 Priority A 3 working days... 7 Priority B 20 working days... 8 Priority C 80 working days... 8 Ways to pay your rent... 9 Fair Treatment and complaints If you are discontent with the services we have provided If you are still not satisfied Haringey s Citizens Advice Bureau Haringey Law Centre Bin collection and recycling Bin collection How you can help The evening before collection day please: Recycling High Road, Wood Green, London N22 8JA Page 2 of 12

3 Introduction Dear Tenant, Ltd welcomes you to your new home. We hope you will make use of the guidance and information provided in this welcome pack. Firstly, take a look at Moving in Checklist to remind you of some of the important things you need to do, people and services you need to contact to let them know you have moved. 361 High Road, Wood Green, London N22 8JA Page 3 of 12

4 Moving In Checklist This checklist will help you remember the people that need to know you have moved. Just tick off each one in turn. If you need to find a new GP you can find this information in the yellow pages at or from NHS Direct at You may want to ask the Post Office to re-direct your mail to your new home for a short time. Utilities and Personal Gas and Electricity Water supplier Internet broadband provider TV licence Cable TV/Sky TV provider Home telephone Mobile phone provider Child s school and/or college GP, Dentists and hospital consultant Your friends and family Your support worker if applicable Library Financial Insurance Housing benefit Home insurance Council tax The telephone numbers of our nearest boroughs are: Barnet Enfield Hackney Islington Walthamstow Car insurance Benefits agency, DWP, Child Benefit, Child Tax Credit, Working Tax Credit Life insurance Bank/building society Credit card/store card companies Your employer Pension 361 High Road, Wood Green, London N22 8JA Page 4 of 12

5 Switching On Your Suppliers Step 1 You need to find out who supplies the gas and electricity to your new home. By finding out the current supplier you can get switched on quickly and easily. For GAS contact the Meter Number Helpline (formerly Transco). They will tell you who your current gas supplier is and will give you their contact number. For ELECTRICITY contact EDF energy They should confirm the registered supplier and provide you with a contact number for the company by checking your address details and meter serial number on their records. Step 2 Before you move in make a note of the meter readings on your gas and electricity meters. Write these down as you will need to provide them when you contact the supplier. If your meter is in a locked box you can buy a key from a plumber s merchant as they are a standard fit. Useful Tip: If you have a camera handy, take a picture of your meter reading. You can use this to confirm your reading in case of any dispute. Step 3 Contact your gas and electricity supplier and have your meter readings ready. They will arrange to connect your supply. They may ask you if you would like a pre- payment meter for your gas and electricity. You should ask them which the cheaper option is, before you change your meter. Step 4 Contact your water supplier,it is usually Thames Water.You can update/create your account online. Useful Contact Details Here are just some of the main supplier contact numbers. If you have internet access take a look at the websites and compare prices: EON EDF energy British Gas (for customers with a prepayment meter) Npower High Road, Wood Green, London N22 8JA Page 5 of 12

6 Repairs to your home Your landlord/property owner is responsible for: repairing baths, toilets, sinks and pipes repairing freestanding cookers and refrigerators repairing electrical fittings such as lights and plugs carrying out minor repairs to floors, ceilings and walls repairing the heating and the hot water supply repairing the outside walls, windows and doors of the property repairing the roof repairing the gutters, pipes and drains repairing gates and fences repairing electrical wiring, gas pipes and water tanks external paint work dealing with damp(unless caused by the tenant s actions) dealing with pests such as rats and cockroaches The tenant is responsible for: replacing the light bulbs and fuses replacing batteries in your smoke alarms replacing the toilet seats replacing broken windows (unless you have a break-in) keeping fittings such as cupboards, radiators and switches in good condition keeping paint work and decorations clean and undamaged keeping all doors, built-in cupboards and units clean and undamaged keeping the garden clean and tidy getting the landlord s permission before making any changes to the property e.g. fitting a satellite dish or fitting a washing machine paying the landlord for the repair of damages caused by you, the people who live with you or your visitors For repairs contact our office on or text your issue on EMERGENCY REPAIRS Within 24 hours (to make safe) URGENT WORKS Within 48 hours PRIORITY A 361 High Road, Wood Green, London N22 8JA Page 6 of 12

7 3 working days PRIORITY B 20 working days PRIORITY C 80 working days List of repairs and how long they will take. The following lists the repairs that fall within each category: Emergency Repairs within 24 hours No lighting or power and dangerous electrical faults No cold water from the mains Blocked drains or toilets (but not individual waste pipes) Gas leaks Dangerous structures Temporary cover of missing or badly damaged manhole covers Urgent Works within 48 hours Restoring heating or hot water Restoring cold water supply to bath or hand basin Repair of blocked waste pipes Repairs of defective cooker Priority A 3 working days Mending minor leaks on waste pipes Repairing leaking cone/soil vents and pipes Repairing or renewing ball valves (overflows) Repairing defective internal extractor fans in kitchens and bathrooms Replacing cracked tiles or slates to roof where there are serious leaks Restoring flush to toilets Repairing loose or detached banister or hand rail (unless caused by deliberate damage) Replacing dangerous rotten or defective flooring or stair tread Repairing a tap which cannot in its current state be turned on 361 High Road, Wood Green, London N22 8JA Page 7 of 12

8 Priority B 20 working days Re-securing wash basin Repairing blocked or damaged rain water gutters and pipes Replacing glazing in cases of crime Replacing chimney pot or cowl Replacing fittings to windows and/or external doors Mending faulty taps Replacing zinc or lead flashing, ridge/eaves, tiles or cement filets Replacing defective fire bricks Replacing rotten or defective flooring Replacing toilet cistern, waste trap or fitting Replacing faulty stop-valve or drain down stopcock Replacing external doors, windows and frames Repairing or replacing wall tiling/splash backs Priority C 80 working days Repairing loose or defective flooring (not dangerous) General re-pointing of brickwork/external joints Fixing or replacing skirting boards General brickwork repairs (walls etc.) Repairing timber staircases (not dangerous) Repairing or replacing stone, concrete, tiles or wooden sill Repairing or replacing fencing/gates Plaster repairs to ceiling or walls Repairing internal floor screeds Repairing external paving Any items not mentioned that are the landlord s responsibility 361 High Road, Wood Green, London N22 8JA Page 8 of 12

9 Ways to pay your rent There are various ways that you can pay your rent. Please see below for options: By direct debit This is the best way to pay as your payment is guaranteed. Ltd Barclays PLC A/C: S/C: *Ref: property address or name and surname You are strongly advised to set up a standing order - this way you ensure payments are made automatically and on time. In person You can pay in person by cash at our office: Ltd 361 High Road Wood Green N22 8NQ London We are open 9.30am 6pm Monday-Friday Alternatively you can pay cash at your local Barclays Bank Branch into account created for cash payments: Ltd A/C: S/C: *Ref: property address or name and surname 361 High Road, Wood Green, London N22 8JA Page 9 of 12

10 Fair Treatment and complaints Ltd is committed to ensuring that everyone gets fair access to information and services. We will work with you to make sure we deliver a fair housing management service that embraces, promotes and values the diversity of its customers. If you are discontent with the services we have provided If you are unhappy with the service we have provided or if we have failed to do what we said we would, please talk to us about the problem. If you are still not satisfied If you have spoken to a member of staff and you are still not satisfied you can make a formal complaint in writing or contact our Manager for other methods of submission. They will then arrange for your complaint to be passed to a company director for a Service Investigation, which is the second stage of our complaint procedure. Please forward your complaint in writing to the following: The Manager Ltd 361 High Road Wood Green London N22 8NQ Here are some useful contacts to assist you, should you wish to make a formal complaint or take the matters further: 1. Haringey s Citizens Advice Bureau Tottenham N15 Turnpike Lane N8 Town Hall Approach Road London N15 4RY Tel: Fax: a Willoughby Road London N8 0JJ Tel: Fax: Please phone in advance for opening times and to make an appointment. Alternatively you can visit their website at 361 High Road, Wood Green, London N22 8JA Page 10 of 12

11 2. Haringey Law Centre Tottenham N17 7 Holcombe Road Tottenham N17 9AA Tel: Fax: High Road, Wood Green, London N22 8JA Page 11 of 12

12 Bin collection and recycling Tenants are responsible for disposing of their household waste safely and encouraged to recycle as much as possible. Bin collection To find out which day your bins will be collected, you can contact your council or check their website. How you can help The evening before collection day please: Put your wheelie bin within four feet of the front gate of your property where possible Make sure the wheels of the bin are facing outwards Manage your rubbish so that it all fits inside your bin Flatten items like boxes, cartons and plastic bottles Once it has been emptied your bin will be returned to the collection point. Please do not leave your bin on the pavement. Recycling Recycle as much as you can, using the green boxes or the recycling banks around the borough. Please leave your green box by the front gate (but not on the pavement) so that the collection crews can easily see your recycling. Many collections are made early in the morning, so please put your green box out the night before your scheduled collection day. If you have lots of recycling you can order additional green boxes free of charge by contacting the relevant department of your council. 361 High Road, Wood Green, London N22 8JA Page 12 of 12

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