Glasgow Housing Association Tenant Handbook. Better homes, better lives

Transcription

1 Glasgow Housing Association Tenant Handbook Better homes, better lives

2 We can produce information on request in large print, Braille, tape and on disk. It is also available in other languages. If you need information in any of these formats please contact us on Freephone Si vous nous le demandez, nous pouvons vous remettre ces informations en d autres langues, en braille ou sur cassette. Si vous souhaitez que ces informations vous soient fournies sous l un de ces formats, contactez-nous en composant le Na Pana/Pani życzenie możemy zapewnić te informacje w innych językach, alfabetem Braille a lub na kasecie. Jeśli chciał(a)by Pan(i) uzyskać te informacje w którejś z tych form, prosimy skontaktować się z nami pod numerem telefonu Haddii aad na weydiisato waxaanu warbixintan kugu siin karaa iyadoo ku qoran luuqad kale, farta ay dadka indhaha la akhriyaan ama cajalad ku duuban. Haddii aad jeclaan lahayd in warbxintan lagugu siiyo mid ka mid ah qaababkaas, fadlan nagala soo xidhiidh telefoonka По вашей просьбе данная информация может быть предоставлена на других языках, шрифтом Брайля или в аудиозаписи. Если вам требуется информация в одном из этих форматов, позвоните нам по номеру Tenant Handbook This is your tenant handbook. We don t expect you to sit down and read it all in one go but it s a handy source of bite-size information about all of the services available to you as a GHA tenant. Everything you read here has been prepared in consultation with GHA tenants so you should find it useful. You will find out practical advice about your home, guidance on your responsibilities as a tenant and how to access information about other support services provided for you by GHA and our partners. Tenant Handbook Page 1

3 Contents Introduction About GHA Page 3 Section 1 Tenant services Page 9 Section 2 Home safety & advice Page 25 Section 3 Repairs and maintenance Page 35 Section 4 Your community Page 43 Section 5 Contacting us Page 49 If you have any questions we re always here. Call our team 24/7 on Freephone About GHA We re not just a landlord. We re working with the people of Glasgow to create homes and communities we can all be proud of. Better homes, better lives four familiar words we use every day, and the idea that lies right at the heart of our organisation. The idea that being a housing association isn t just about looking after the bricks and mortar it s about caring for you. A local service, right across Glasgow GHA is a Scottish charity. Our aim is to provide you with good quality, affordable housing and a neighbourhood you can be proud of. We are a Registered Social Landlord, registered with and regulated by the Scottish Housing Regulator. We are managed by a voluntary board of tenants, representatives of Glasgow City Council and independent members. We are committed to working with you to improve the quality of your home and the services you receive. It s important we stay in touch with the communities we serve and having a network of GHA offices and local committees helps us shape how we deliver our services to you. You can find the contact details of your local GHA office at the back of this handbook. Page 2 Introduction Page 3

4 Our commitment to you What you can expect when you contact us We are always committed to improving every aspect of our services. We work with you and our staff to ensure: Every tenant and their household live in well-managed and well-maintained homes Every tenant is able to live in a decent, secure, clean and tidy environment Every tenant is aware of GHA s responsibilities for providing housing services Every tenant, and anyone permitted to live with them, understands their responsibilities in relation to how they conduct their tenancy. Want to know more? Take a look at our Customer Service Commitments leaflet in your pack. We will Provide you with access to advice and assistance Identify ourselves, be polite, approachable and helpful Ensure you meet a member of staff who can deal with your enquiry when you visit one of our offices Respond in full to your phone enquiry (where unable to deal with your enquiry at first contact) Answer your letters, faxes, s and text messages Visit you at home if this is necessary Tell you how to request a review of any decision or make an appeal, and the relevant timescales Use a private interview room When 24 hours a day, seven days a week through our Customer Service Centre In all your contacts with us Within 15 minutes Within one working day Within five working days Within five working days of agreeing to visit When advising you of any decision On request Page 4 Introduction Page 5

5 GHA at a glance Tenant services When was GHA formed? We began work in 2003 when housing was transferred from Glasgow City Council. We are one of the UK s largest Registered Social Landlord serving more than 55,000 tenants and 27,500 homeowners. Where are your offices? Our head office is in Glasgow s city centre at 177 Trongate. Our Customer Service Centre, based in the south of the city, handles more than 25,000 calls a month. We also have a network of local offices across the city and our one-stopshop at 173 Trongate. Why are there so many? We have 2,000 staff and 500 voluntary tenants on local committees. It s important we stay in touch with the communities we serve and having offices located across the city lets us do that. What does GHA do? Since 2003 we have invested almost 1billion in housing, including the installation of more than 39,000 central heating systems, 32,000 homes re-wired and almost 35,000 new bathrooms to mention a few highlights. 1 Page 6 Introduction Tenant Handbook Page 7

6 In this section Right and responsibilities Your tenancy rights & responsibilities Rent payments Customer service Complaints and compliments Getting involved Treating you fairly Sheltered housing and housing support Furniture service Buying your home Mutual exchange Moving to another GHA home Glasgow Gold Ending your tenancy Rights and responsibilities Everything you need to know about your rights and responsibilities as a GHA tenant can be found in your Tenancy Agreement. Your housing officer will be able to help if you don t understand any part of the agreement. You will have a Scottish Secure Tenancy which is a legal contract between you as the tenant and us as the landlord. It outlines your rights and responsibilities as a GHA tenant. There may be circumstances in which you will have a Short Scottish Secure Tenancy Agreement. This limits your rights e.g. Right to Buy and succession to your tenancy. Tenant Handbook Tenant services Page 9

7 Your tenancy rights You have the right to occupy your home without interference from GHA as long as you comply with your Tenancy Agreement You have a right to have your tenancy in joint names with someone else who lives with you (this includes a same sex partner) We are responsible for ensuring that your house is repaired to keep it in a habitable condition at all times If you die, other members of your household living with you have the right to succeed to your tenancy. Your tenancy may be inherited by: your husband or wife your joint tenant your co-habitee (including same sex partner) who was living with you for at least six months beforehand another member of your household a live-in carer You have the right to obtain copies of any of our policies or to find out about any information we hold on you. For further information please contact us. Your tenancy responsibilities You must occupy the house as your only or principal home You must take reasonable care to avoid damage to the house and to your neighbours houses You and anyone living with you should respect other people and must not harass or act in an antisocial or threatening manner towards anyone else You must get written permission from GHA for any alterations or improvements you wish to make to your home. Permission will be conditional on factors such as the standard of work You must take all reasonable steps to make sure you and anyone living with you or visiting you, keeps to the terms and conditions of your Tenancy Agreement. Please contact your housing officer if you need a copy of your Tenancy Agreement in another format (large print, audio format or Braille) or in another language. Want to know more? We ve put together an easy-read Summary of your Tenancy Agreement which is included in this pack. What about buying? Some tenants have the right to buy their house find out more on page 20 of this section. Page 10 Tenant services Page 11

8 Rent payments Your rent helps us pay for improvements to homes city-wide and for the day-to-day services we provide for you, including: Our Customer Service Centre which is open 24 hours a day, seven days a week for all payments/enquiries and to book an appointment for a repair to be carried out A faster and reliable repairs service Tackling antisocial behaviour Providing free energy advice Offering welfare benefit advice Developing job creation programmes. Want to know more? Our Rent Payment leaflet in your pack tells you more about your rent. There are 9 easy ways to pay your rent four-weekly, fortnightly or weekly: 1. By Direct Debit: you can set up a bank instruction to pay your rent weekly, fortnightly or four weekly 2. Pay quickly and securely online. Visit to find out more 3. By telephone: Call us free on to pay by debit or credit card 4. Set up a Standing Order with your bank 5. Pay at the Post Office with a GHA rent payment card 6. By PayPoint: At any shop that displays the PayPoint sign 7. By post: Send a cheque or postal order to: GHA, 177 Trongate, Glasgow G1 5HF 8. In person at our new ground-floor shop at 173 Trongate where we also have chip and pin machines 9. Housing Benefit: Many tenants are eligible for help with their rent through Housing Benefit. Make sure you re not one of those to miss out. Page 12 Tenant services Page 13

9 Rent payments (continued) We understand there are many reasons why people fall behind with their rent but there are also lots of ways we can help you pay. If you re worried about how you re going to pay your rent, call us free and in confidence we re here to help. Glasgow City Council may be able to help you pay your rent with Housing Benefit. You have to apply for this service at one of the council s Housing Benefit centres. If your circumstances change, for example if you start work or you receive a letter advising you of a rent increase, you must advise your Housing Benefit centre directly. Our Welfare Benefits service can help make sure you are receiving all the benefits you are entitled to. Your housing officer can give you more information about this. Please be aware, paying your rent is not a matter of choice. If you don t pay, you could lose your home. Customer service You can call us on Freephone , 24 hours a day, seven days a week for: Enquiries Payments Repairs Complaints. We are committed to making a difference to people s lives. That s why we are always looking to improve the way we serve you and meet your needs. We have lots of services available to you, from safety advice to home contents insurance. We want you to be able to access these, ask any questions and tell us what you think of our performance in a way and at a time that is convenient to you. You can find out more in our Customer Service Commitments leaflet in this pack. How and where to pay? If you d like more information please contact your housing officer or call us on Housing Benefit You can find the details of your local Housing Benefit centre in the useful phone numbers section at the back of this handbook. Page 14 Tenant services Page 15

10 Complaints and compliments We are determined to put our customers at the heart of everything we do and provide the best possible service we can. We aim to get things right first time, every time. If we have made a mistake or you are unhappy with any aspect of our service we aim to make it as easy as possible for you to tell us. And we will always try to deal with your concern promptly. We will listen and learn so that we can continue to improve the service we deliver. Our Customer Complaints leaflet has more information and can be found in your pack. Hopefully there will be many more occasions when we do get things right and we would like to hear your positive comments and compliments too. To make a complaint, comment or compliment: Call us on Freephone Call in person at your local housing office Write to your local housing office, Lipton House, 170 Crown Street, Glasgow G5 9XD Call in person at our one stop shop, 173 Trongate, Glasgow, G1 5HF us at: talk@gha.org.uk Getting involved We are committed to consulting you on all issues that affect you. You can get involved in many ways including being part of a Local Housing Organisation Committee, a Registered Tenant Organisation or by participating in our annual tenant satisfaction surveys, tenants panel or focus groups. Consultation means we will ask for your views before we make changes to how we manage, maintain or improve your home or neighbourhood. This could include things like the Repairs and Maintenance service or rent and service charges. Tenants groups can also register with GHA and take part in consultations. We want you to get involved and help us improve our services and the way we work to meet your needs. You can get so much out of getting involved! You can raise issues and concerns of people living in your area and make a real difference to your community by helping us to improve the way we work. Want to know more? Pick up our Customer engagement leaflet from any of our offices or give us a call. Page 16 Tenant services Page 17

11 Treating you fairly Our Equality and Diversity Strategy ensures that everyone has equal access to our services. We aim to make sure that our services are relevant, responsive and sensitive to the needs of our existing and future customers and that all sections of the community have equal access to those services. For more information refer to the Equality and Diversity leaflet in your pack or give us a call. Sheltered housing and housing support We provide housing support services to tenants in our sheltered and very sheltered housing complexes. All our complexes meet national standards set by the Scottish Government that are monitored by the Care Commission, an organisation which regulates care homes, housing support complexes and other places where people are looked after. To apply for sheltered housing or to request our information leaflet please contact us. Furniture service We can provide quality furnishings and in some instances decoration to new and existing tenants who have a need for the service. Tenants needs will be assessed so that they get the package that is both right and affordable for them. We have four furniture packages that we believe will help our tenants to keep and enjoy their tenancy. Our packages vary in content but can include: Decoration Carpets and vinyl Suites, beds, wardrobes etc. Cooker, fridge or fridge-freezer Essential items such as pots, cutlery, iron, etc. Curtains, bedding, towels. Want to know more? Pick up our Furniture Service leaflet from any of our offices or give us a call. Page 18 Tenant services Page 19

12 Buying your home Substantial changes were made to the Right to Buy legislation following the introduction of the Housing (Scotland) Act 2001, effective from 30 September The most important changes are to the terms and conditions attached to the Right to Buy, including changes to the initial qualifying period and to the way in which entitlement to discount is calculated. There have also been changes to the types of houses which cannot be bought through the Right to Buy and the procedures. These changes are known as the Modernised Right to Buy. To find out more please call us. Mutual exchange If you are a GHA tenant, one way for you to move to a different home is to do a mutual exchange with another tenant. You may be able to swap your home with another housing association or council tenant anywhere in the UK, provided the landlords agree. To make it easier for you to do a mutual exchange we have joined HomeSwapper. For more information you can request our Mutual Exchange leaflet or visit Moving to another GHA home If you want to move to another GHA house, please contact your local housing office or call us and our advisors will explain the process. Glasgow Gold Glasgow Gold is a tenant reward scheme that recognises and rewards tenants who adhere to their tenancy agreement and pay their rent on time. Glasgow Gold members receive: The Gold Standard newsletter every quarter A Glasgow Gold membership card which can be used to receive discounts in shops, restaurants and businesses across Glasgow Access to education grants to provide between 50 and 500 towards the costs of continuing or further education Access to Community Chest Grants to provide between 50 and 500 towards a project of benefit to members of the community Golden Neighbour Awards opportunities to recognise a neighbour for their care and consideration within the community. To find out more or to request an application form please call us or visit Page 20 Tenant services Page 21

13 Ending your tenancy Home safety & advice If you want to end your tenancy, you must give us at least four weeks notice in writing. This gives us time to find a new tenant for the property. You must leave the property clean, empty and in a reasonable condition You must repair or replace any broken fixtures and fittings you are responsible for before you leave the property. If we have to carry out repairs which you are responsible for, need to clean the property, or have to arrange for items to be moved, we may charge you. You must also tell your gas and electricity suppliers you are leaving the property so they can read your meters. Other people you may need to tell are: Your bank or building society Your children s school or nursery The Housing Benefit and council tax offices Your doctor Your dentist The Jobcentre The Driver and Vehicle Licensing Authority (DVLA) You will also need to fill in a change of address form which you can get from a Post Office (there is a small charge payable for this). You must return your keys to us by no later than Noon on the day your tenancy ends. If you do not return them by Noon, we may have to charge you an extra week s rent. 2 Page 22 Page 23 Tenant Handbook

14 In this section Home safety Gas safety checks Annual gas safety checks Gas Safe Register Fire safety Disabled adaptations TV Licence Energy advice Keeping warm Asbestos Bogus callers Our staff Home safety As a tenant you must take all reasonable precautions to prevent risks to yourself and to others. These risks include fire and explosions arising from the use or storage of any flammable or dangerous substances in and around your house. For example: Heaters fuelled by liquid petroleum gas (LPG) are not permitted in multi-storey flats Bicycles and motorcycles must never be stored on stairwells Rubbish should always be disposed of properly, using rubbish chutes, communal or individual wheelie bins where provided and never left on landings or within closes Unattended rubbish can be a health hazard and may attract rodents, or could be a fire hazard if set alight by vandals. We strongly recommend that you take out home contents insurance. You can access favourable rates as a GHA tenant. Contact us for more information. Our Home contents insurance leaflet explains about contents insurance and how to go about getting cover. Tenant Handbook Home safety & advice Page 25

15 Gas safety checks Everyone in your home should know what natural gas smells like. If you smell natural gas in your home: Make sure all gas appliances and the burners on your stove are turned completely off Put out any cigarettes Open all doors and windows Do not use matches or naked flames Turn gas off at the meter Do not operate any electrical switches or appliances including door entry systems Call Transco free on or call us on Freephone Remember by law you must allow us access to your home so we can carry out our annual gas safety check. The check protects you, your family and your neighbours. Want to know more? Have a read through our Repairs and maintenance leaflet which you will find in this information pack. Annual gas safety checks We take our responsibilities very seriously when it comes to the safety of you and your family. As a landlord, we have a legal obligation to ensure our gas appliances (GHA-installed gas fires or central heating) and flues are maintained in a safe manner. We service our gas appliances every year to keep them in good working order and safe for your use. Unsafe systems are dangerous and can have potentially fatal consequences. We will send you a postcard in advance, advising you of the date we will come to carry out your gas service. If you won t be at home that day or can t arrange for someone else to be there please call us as soon as possible. Remember, by law you must allow us access to your home so we can carry out the gas safety check. If you need further information on gas safety, please contact your housing officer or call us. Gas Safe Register On 1 April 2009, the Gas Safe Register replaced CORGI as the official gas safety body. Always check the identification of every gas engineer that comes to do work at your property. The main details to check are: the licence number, the start date, expiry date and the security hologram. Our engineers will carry an identification card with these details on them. If you re in any doubt, just call to confirm the engineer is Gas Safe registered. Page 26 Home safety & advice Page 27

16 Fire safety It s in everyone s best interest that your home, your family and your property is safe from fire. As your landlord, we have to meet certain safety obligations under the law. This includes: Making sure all gas installations are in good working order and inspected annually Providing fire detection equipment for your home, such as a smoke alarm. There should be at least one smoke detector on each floor of the property A general duty to keep homes fit to live in. Disabled adaptations We aim to help you live as safely and independently in your own home for as long as possible. One of the ways of doing this is to carry out adaptations to help you if your health or mobility needs have changed since you first moved in. We call this our disabled adaptations service. An adaptation is an alteration to your home, to make it easier for you or a member of your household to carry out personal or domestic tasks. Alterations can involve minor fittings such as grab rails or lever taps or major structural changes such as a ramp or the conversion of a bathroom. Get in touch if you d like more information. Make sure there is a working smoke alarm fitted in your home. A smoke alarm will give you those precious few minutes of warning which could help you and your family get out safely. If you want to know more or need a FREE smoke alarm fitted give us a call. To arrange a Home Fire Safety Visit with Strathclyde Fire and Rescue phone , text Check to on your mobile phone, glasgow.hfsv@strathclydefire.org or simply fill in the form by visiting our website and following the Fire Safety Advice link. Your local fire station will then contact you within seven days to arrange a time and date that suits you. TV Licence You need a valid TV Licence, by law, to receive or record television programmes as they are being broadcast. This is the case whether you are receiving the programmes via TV or any other device, such as a mobile phone or a PC. In some cases you may be entitled to a reduced fee TV Licence. If you would like more information, or want to buy a TV Licence, please call or visit Page 28 Home safety & advice Page 29

17 Energy advice Our trained energy advisors can visit you at home and provide impartial energy advice and assistance that will help you: Cut down your energy use and keep you warm Help you get better deals on your fuel bills Assist you with debt arrangements to energy providers. To arrange a free visit from an energy advisor, contact us or arrange a visit through your housing officer. Asbestos Asbestos is a material made up of strong fibres which are resistant to both heat and chemicals. These qualities made asbestos a popular material in the building trade and led to its use in a wide range of building products, including fireproofing. Asbestos is most likely to be found in homes built between the 1950s and early 1980s. Properties built since the mid 1980s are very unlikely to contain asbestos in the fabric of the building but may contain some traces in other areas. Properties built after 1990 are extremely unlikely to contain asbestos anywhere in the building. Asbestos has now been banned. As long as it is not disturbed or broken, asbestos is not a danger. Keeping warm Set your heating to 21 C (70 F) during the day and 18 C (64 F) at night. If it s really cold, set your heating to come on earlier and turn off later rather than turning up the thermostat. Remember to get your heating checked regularly, and always keep your home well ventilated. Bad weather conditions can affect the safety of your home and its contents. Here are some easy tips to keep things running smoothly: Lofts can be kept warm by leaving the access door open a little Check dripping taps and overflows Report repairs when needed. These actions help to prevent freezing of waste pipes and flooding. We recommend you have contents insurance to protect your belongings just in case. Give us a call if you need more information. Asbestos fibres can only be seen under a microscope. These fibres can penetrate deep into the lung and stay there. This can cause respiratory disease. It is very unlikely that the levels of asbestos fibres found in buildings will be harmful, but if you have damaged asbestos materials in your home, you should contact your Local Housing Organisation (LHO) immediately. Want to know more? Pick up our leaflet Asbestos, the facts from any of our offices, call us or visit us at Page 30 Home safety & advice Page 31

18 Bogus callers Repairs and maintenance Bogus callers can cause serious emotional and financial distress. To avoid this, please follow some simple rules: Always ask for proof of identification and check it carefully If other people such as previous tenants still have a set of keys, change the locks Never give keys to workmen or tradesmen unless you are certain you can trust them copy keys are easily made. If you receive a visit from a bogus caller or have any doubts about someone at your door, please call us immediately. Our staff All GHA staff calling at your home will identify themselves by wearing an identification badge with their photograph on it. They will also be wearing GHA uniforms and will visit you in a GHA vehicle. Our staff will always conduct themselves in a professional, quiet and orderly manner and try to minimise disruption to your routine at home. If you are unsure about anyone requesting access to your home, please contact us before allowing them into your property. 3 Page 32 Tenant Handbook

19 In this section Our repairs and maintenance service How to report a repair What repairs are GHA responsible for? What are you responsible for? Different types of repair The Handyperson service Our repairs and maintenance service As your landlord, we have a legal duty to carry out certain repairs to your property and maintain your home to a safe and suitable standard. We provide a range of easy ways for you to report a repair and we encourage you to give us your views so we can keep improving the service we provide. How to report a repair Call us 24 hours a day, seven days a week on us at talk@gha.org.uk You can also report a repair at your Local Housing Organisation (LHO) office or at our one-stop-shop at 173 Trongate, Glasgow. Tenant Handbook Repairs and maintenance Page 35

20 What repairs are GHA responsible for? As your landlord we are legally required to carry out certain repairs and to maintain your home to a safe standard. We are responsible for maintaining different parts of your home both inside and out. Before a tenancy begins, we inspect the house and carry out work to ensure that the property is safe and secure, wind and watertight and ready to live in. After you move in, we will carry out work to keep the property in reasonable repair. External fabric We will repair and maintain the external fabric of the building. This includes roofs, external walls, gutters, down pipes and close doors. Internal common areas We will maintain the common entrances, halls, stairways, lifts, passageways and other communal areas to make sure they are in a good condition. This includes walls, ceilings, stairs, paintwork, window safety catches and communal TV aerials. Internal fittings We will maintain the fittings/installations we have provided. This includes kitchen and bathroom fittings, water and gas pipes, heating systems, electrical wiring (including hard wired smoke alarms), windows and doors. What are you responsible for? You must: Report any damage or repairs needed to your home or to related communal areas Allow us access to your property so we can carry out repairs, inspections, maintenance and annual gas servicing Take care of your house and related communal areas Pay for repairs where someone in your household, or a visitor, has caused damage to the property. You are responsible for replacing: Plugs/chains on sanitary ware and toilet seats Light bulbs, including fluorescent lighting Filters for cooker hoods Lost or broken keys Batteries in smoke and other detectors, floor coverings supplied in kitchens and bathrooms as part of our capital investment and improvement programme Shower curtains supplied in bathrooms as part of our capital investment and improvement programme. Environmental repairs We will repair and maintain areas around the property and related communal areas including paths, boundary walls and fences, drains, bin stores, drying areas, play areas, parking areas and hard and soft landscaping. We have a five year cyclical maintenance programme of works which covers general dayto-day maintenance. We also carry out planned cyclical works such as gas servicing and lift maintenance on an annual basis. We will also inspect houses from time-to-time as required. Page 36 Repairs and maintenance Page 37

21 Different types of repairs There are four different categories of repairs each is described here. 1. Emergency repairs An emergency repair is classed as one where there is a threat to health and safety or where we need to take quick action in order to prevent damage to your home or to a neighbouring property. Some examples include: Your front door is not secure You have a burst water or heating pipe You have no heating There is severe water penetration You have no cold water supply Your windows are broken and there is a security risk. Emergency repairs will be attended to within four hours of being reported and the repair should be completed within 24 hours. 2. Appointment repairs An appointment repair is classed as one where the problem is causing an inconvenience but presents no threat to health or safety. These repairs will be attended to within 15 days of being reported. 3. Programmed repairs These are day-to-day repairs which are our responsibility but which don t fall into either of the categories above. Programmed repairs will be attended to within 30 days of being reported. 4. Rechargeable repairs We will charge you for carrying out repairs that are your responsibility. For example: Replacing your lock because you lost your keys Repairing damage caused by someone in your household or a visitor. When you report the repair we will tell you how much it will cost. Want to know more? Read through our leaflet Repairs and maintenance in this pack, call us or visit us at Page 38 Repairs and maintenance Page 39

22 The Handyperson service Your community Our free Handyperson service is open to all disabled tenants and tenants over the age of 60. The service offers practical help with odd jobs and small tasks around the house. As this is a free service you will not be charged for the handyperson s time or travel expenses. However, you will have to purchase any materials required to undertake the agreed work. Our Handyperson service can help you: Change plugs and sockets Change light bulbs Clear/reorganise cupboards Clean internal windows Fit shelves Assemble furniture Freshen/repaint small areas Plumb in washing machines Replace/repair curtain poles/tracks Refix carpets/tiles/flooring Replace batteries in smoke alarm. Want to know more? Pick up our leaflet The Handyperson Service from any of our offices or give us a call. 4 Page 40 Tenant Handbook

23 In this section Neighbourhood environment Close cleaning Backcourt maintenance Antisocial behaviour Homelessness Refugees and asylum seekers Neighbourhood environment As well as repairing and maintaining your building, it s important to us that the place where you live is clean, tidy and generally a pleasant place to be that s where our Neighbourhood Environmental Teams come in. Our dedicated teams carry out close cleaning and year-round backcourt maintenance services. The cleaning of communal close and stair areas is carried out in participating tenements and some deck access properties. The backcourt maintenance regime includes regular tidy-ups of garden areas, which now extend right through the winter. If you would like to know more please don t hesitate to get in touch. Tenant Handbook Your community Page 43

24 Close cleaning what gets cleaned and when? Standard weekly clean A standard weekly clean will be carried out every visit. This consists of: An initial brush and removal of debris and dust from the floor of the landings and stairs Washing floors using clean mops, water, detergents and carrying out a deck scrub where required followed by a dry mop finish A damp wipe of window sills, ledges and handrails A hard brush and removal of debris from paths next to close entrances A sweep and wash to the front close entrance steps. Additional cleans We carry out a periodic clean of all internal glass on windows, doors and provide a damp wipe of internal close doors. If required we will carry out an assessment and provide a deep clean valet to internal floor surfaces, communal doors, windows, ledges and rails to tackle stains and marks with particular attention given to edges and corners. Backcourt maintenance what gets done and when? Our backcourt squads are responsible for cutting grass, weeding, trimming hedges, sweeping hard areas and clearing away leaves and rubbish every two weeks. Our improved service means regular tidy-ups of garden areas are extended right through the winter. We re giving greater attention to detail too there will be more thorough cleanups after hedges have been cut and new mowers will give a finer grass cut. Our staff will also be able to identify backcourt areas that need repair or investment work. The backcourt maintenance work will be inspected regularly to make sure you re happy with the service we deliver for you. Antisocial behaviour We will not tolerate antisocial behaviour. You must take reasonable steps to stop anyone living in or visiting your home causing a nuisance. This includes keeping your children under control and not making a lot of noise. You must not abuse or threaten other people. If you would like to report antisocial behaviour call us 24 hours a day, seven days a week If you need further information on antisocial behaviour, please contact your housing officer. Page 44 Your community Page 45

25 Homelessness Contacting us If you are worried about becoming homeless, contact your housing officer for confidential help and advice. We aim to prevent homelessness and we can advise you on your options if you are faced with this situation. If you are homeless or threatened with homelessness please contact Glasgow City Council Homeless Section on Freephone For independent advice on homelessness call Shelter on or visit If you are a woman and the victim of domestic abuse you can contact Glasgow Women s Aid on Refugees and asylum seekers GHA provides housing for refugees and asylum seekers. Only people with refugee status will be offered permanent accommodation by GHA. An asylum seeker is a person who has lodged a claim for asylum with the Home Office, and is awaiting a decision on that claim A refugee is someone who has been granted leave to remain in the UK by the Home Office after consideration of an asylum application. Asylum seekers who are destitute without any means of support should call the UK Border Agency for more information on People granted leave to remain in the UK are entitled to all social security benefits and social housing. Call the UK Border Agency for more information on Page 46 Tenant Handbook

26 In this section Contacting GHA Local GHA offices Useful phone numbers and websites Contacting GHA The normal opening times* for our local offices are 9.30am to 4pm, Monday to Friday. Most local offices are closed for staff training from 1pm onwards on the third Wednesday of every month. Our city centre shop at Granite House, 173 Trongate, is open 9am to 5pm Monday to Friday. For all enquiries, payments and repairs contact our Customer Service Centre on Freephone You can contact all of our local offices through the Customer Service Centre. The centre is open 24 hours a day, seven days a week. * Please check with your local office. Tenant Handbook Contacting us Page 49

27 Local GHA offices A Argyle LHO* 5 Royal Crescent, Glasgow G3 7SL Tel: B Balmore LHO* 30 Mansion Street, Glasgow G22 5SZ Tel: C Cairnbrook LHO 1240 Westerhouse Road, Easterhouse, Glasgow G34 9JW Tel: Cardonald Triangle LHO Flat 0/3, 36 Swinton Place, Cardonald, Glasgow G52 2EZ Tel: Castlemilk Tenants Housing Association 15 Dougrie Road, Castlemilk, Glasgow G45 9NG Tel: Clydeside Tenant Partnership 841 Crow Road, Glasgow G13 1YT Tel: Clydeview Housing Partnership 1 Dava Street, Glasgow G51 2BS Tel: Compass LHO 40 Charles Street, Glasgow G21 2PB Tel: E East End Community Homes Forge Shopping Centre, Unit 60, 1221 Gallowgate, Glasgow G31 4EB Tel: F For All Cranhill Tenants Ltd (FACT) 6 Crowlin Crescent, Cranhill, Glasgow G33 3PH Tel: G Garscadden Spiers Housing Organisation 2 Kinellar Drive, Glasgow G14 0EY Tel: Glen Oaks (Darnley) LHO 120 Glen Moriston Road, Darnley, Glasgow G53 7HT Tel: Glen Oaks (Pollok) Ladymuir Crescent, Pollok, Glasgow G53 5UE Tel: Govanhill HA LHO Samaritan House 79 Coplaw Street, Govanhill, Glasgow G42 7JG Tel: Great Western Tenant Partnership Building 3, 46 Munro Place, Glasgow G13 2UP Tel: H Halfway LHO* 539 Mosspark Boulevard, Glasgow G52 1SB Tel: K Kennishead Avenue Local Management (KALM) House 11, 70 Kennishead Avenue, Glasgow G46 8RP Tel: Keystone Tenant Managed Homes Ltd City Park, 368 Alexandra Parade, Glasgow G31 3AU Tel: Knightswood Housing Services Group 20 Dykebar Avenue, Knightswood, Glasgow G13 3HF Tel: L Lambhill HA LHO 118 Knapdale Street, Lambhill, Glasgow G22 6PD Tel: Page 50 Contacting us Page 51

28 Local GHA offices (continued) M Maryhill HA LHO* 1 Gairbraid Avenue, Maryhill, Glasgow G20 8YA Tel: N New Gorbals LHO* 187 Old Rutherglen Road, Glasgow G5 0RE Tel: P Parkview LHO 590 Nitshill Road, Glasgow G53 7SS Tel: R Red Road Balornock LHO* c/o 350 Darnick Street, Glasgow G21 4BA Tel: Merrylee LHO* 53 Ashmore Road, Glasgow G43 2LS Tel: Milnbank HA LHO* City Park, 368 Alexandra Parade, Glasgow G31 3AU Tel: New Shaws Housing Organisation Ltd 24/34 Shawbridge Arcade, Glasgow G43 1RT Tel: North Glasgow LHO* 10 Vulcan Street, Springburn, Glasgow G21 4BP Tel: Pollok Tenants Choice Ltd 27 Brockburn Road, Glasgow G53 5BQ Tel: Pollokshields LHO* 435 Shields Road, Pollokshields, Glasgow G41 1NP Tel: Rogerfield LHO* 45 Boyndie Street, Glasgow G34 9JL Tel: Royston Corridor Homes Unit M18, 143 Charles Street, Glasgow G21 2QA Tel: Milton Community Homes 450 Ashgill Road, Milton, Glasgow G22 6HJ Tel: Moriehall LHO* Glenburn Centre 6 Glenburnie Place, Easthall, Glasgow G34 9AN Tel: Mosspark Housing Association 539 Mosspark Boulevard, Glasgow G52 1SB Tel: O Orchard Grove Housing Association Ltd 402 Cathcart Road, Glasgow G42 7BZ Tel: Q Queens Cross HA LHO* (Dundasvale) 45 Firhill Road, Maryhill, Glasgow G20 7BE Tel: Queens Cross HA LHO* (South Maryhill) 45 Firhill Road, Maryhill, Glasgow G20 7BE Tel: S South West Housing Association 59 Kelhead Path, Glasgow G52 2QD Tel: Stepforward LHO* c/o Calvay HA, 55 Calvay Road, Glasgow G33 4RQ Tel: Summerston Acre LHO 1 Gairbraid Avenue, Maryhill, Glasgow G20 8YA Tel: Page 52 Contacting us Page 53

29 Local GHA offices (continued) Useful phone numbers and websites T Tenant Controlled Housing c/o 89 Main Street, Baillieston, Glasgow G69 6AB Tel: Tenant Managed Homes Drumchapel Garscadden House, 3 Dalsetter Crescent, Glasgow G15 8SX Tel: Tollcross LHO* 213 Braidfauld Street, Tollcross, Glasgow G32 8PS Tel: Tower Homes LHO 381 Gartloch Road, Easterhouse, Glasgow G33 3TQ Tel: U Unity Homes HA Ltd 217 Wallacewell Road, Glasgow G21 3PR Tel: Z Whiteinch & Scotstoun LHO* 1048 Dumbarton Road, Glasgow G14 9UL Tel: Y Yorkhill LHO* Overnewton Street, Glasgow G3 8RZ Tel: Jobcentre Plus Winter fuel payments (for people over the age of 60) TV Licensing Free TV Licences (for people over the age of 75) Gas emergencies Hamish Allen Centre Help the Aged Disability and Carers service Glasgow s Advice and Information Network Glasgow Women s Aid Police (emergency) 999 Crimestoppers (Strathclyde Police) Samaritans Scottish Refugee Council Age Concern Information Line Shelter Alzheimer s Scotland Victim Support Citizens Advice Scotland Working Tax Credits * Part of our Second Stage Transfer (SST) programme. Child Support Agency (CSA) Page 54 Contacting us Page 55

30 Useful phone numbers and websites (continued) NHS Glasgow Royal Infirmary Western Infirmary Southern General Hospital Glasgow City Council Social Work Services Glasgow Housing Association Glasgow City Council Scottish Housing Regulator gov.uk Glasgow City Council Benefit Centres (Housing Benefit & Council Tax) Anniesland Castlemilk Easterhouse Govan Maryhill Parkhead Shawbridge Springburn City Centre If you have any questions we re always here. Call our team 24/7 on Freephone Page 56

31 Would you like more information? Freephone: Visit: The Glasgow Housing Association Limited is a not-for-profit housing association registered under the Industrial and Provident Societies Act 1965, registered no. 2572R(S). It is also recognised by HM Revenue and Customs as a Scottish charity (SC034054) and is registered with The Scottish Housing Regulator under the Housing (Scotland) Act 2001 as a registered social landlord, no VAT registration no Registered office: Granite House, 177 Trongate, Glasgow G1 5HF 100%