Tenant Handbook January

Transcription

1 Tenant Handbook January

2 Contents... 0 Contact Details... 3 Postal Address:... 3 Office Hours:... 3 Introduction... 3 Rubbish Collection... 4 Pests & Vermin... 4 Residential Tenancy Agreements... 4 Concession Forms... 5 Rent Arrears... 5 Pets... 5 Alterations, Installations and Additions... 5 Property Inspection Reports... 5 Picture Hooks... 5 Lost Keys... 6 Insurance... 6 Neighbours... 6 Debts... 6 Subletting... 6 Rent and Security Bonds... 6 Moving Out... 7 Maintenance... 7 Right of Entry... 8 Moving In... 8 Health and Safety... 9 Red Shield Housing Obligations... 9 Red Shield Housing Rules, Policies & By-Laws Appeals By-Law Policy Procedure Insurance Excess Rule Document Scope

3 2. Procedure Pay Television Rule Policy Rationale Legislative/Contractual Base Procedure Rent Arrears By-Law Policy Rationale Legislative/Contractual Base Procedure (summary) Visitors Rule Tenant Taking Extended Leave from Property Water Use Policy Procedure Emergency Contacts

4 Welcome to the Red Shield Housing Network Services Contact Details Red Shield Housing Association 109 Hampstead Road MANNINGHAM SA 5086 Postal Address: PO Box 68 GREENACRES SA 5086 Phone: Fax: Office Hours: Monday 11-4 Tuesday to Friday 9 4 RSH.admin@aus.salvationarmy.org Introduction The Red Shield Housing Association Incorporated is a legally incorporated, not for profit organisation that is sponsored by The Salvation Army. All the activities of the Association are undertaken under the trading name of Red Shield Housing Network Services. Details of membership, management and objectives of the Association are set out in its Rules, a copy of which can be obtained upon request. The Association aims to operate under the principles of: Equality Self Help Democracy 3

5 Rubbish Collection Please put your wheelie bin next to the kerb every week on Monday Tuesday Wednesday Thursday Friday Please Note: Provision of rubbish bins is a tenant responsibility Enquiries relating to the collection of household waste should be directed to your local Council. Pests & Vermin Tenant Responsibility during tenancy Ants, Cockroaches, Fleas, Spiders, Mice, Rats and Snakes. Landlord Responsibility - Bees & wasps only if in wall cavity or similar) and white ants. Landlord is responsible for long term prevention and sealing of entry points for snakes, mice, rats, possums and birds. Local Council Responsibility European Wasps Residential Tenancy Agreements When you are offered a property with Red Shield Housing, you will need to sign a Residential Tenancy Agreement (also known as a lease). Once you have signed this agreement, you have a number of obligations which must be adhered to: - Paying the rent on time; - Keep the premises in a reasonable state of cleanliness; - Not intentionally or negligibly cause or allow damage to be caused to the premises; - Notify the Association of damage to the premises; - Notify the Association when repairs are needed; - Not use the premises, or allow them to be used, for any illegal or business purpose; - Not cause a nuisance or interference (or allow to be caused) with the reasonable peace, comfort of privacy of anyone else living in the immediate vicinity of the premises; - Not fit any fixtures or make any alterations to the premises (including picture hooks, shelves and painting) without the Association s permission. Please note: Residential Tenancies Tribunal fees ($51.50) incurred will be charged to any tenant who Red Shield Housing has cause to take to the Residential Tenancies Tribunal. 4

6 Concession Forms Tenants may be eligible for concessions on water. You will be asked to sign the application forms for this when you sign your initial lease. If approved the concession, will save you $46.25 per quarter on your water account. You must update your address details with Centrelink for the concession to be approved. Concessions for electricity & gas need to be applied for by individuals once they have received their first account. The process and details are on the account received from your supplier. Rent Arrears The Association follows the conditions as outlined under the Residential Tenancy Act in relation to rent payments and rent arrears. For further information, please see the Policy Pets Tenants are not permitted to have pets at the property without the written permission of the Association. Alterations, Installations and Additions No alterations, installations and additions are to be made to the property without written permission from the association. Property Inspection Reports A Property Inspection Report shows the condition of your property at the time you move into your home. This report protects both you and the Association. It is signed by the Tenancy Officer and the tenant to show that they both agree on the condition. A copy will be given to the tenant. This Property Inspection Report is used when you move out in preparation for your bond refund. Picture Hooks The number of existing hooks will be noted on the Property Inspection Form and the Association will monitor and limit the amount of damage done to a property by the installation of picture hooks. Other methods of picture hanging, such as Blu-Tack, drawing pins, staples, sticky tape, etc are not permitted in any property. Glow in the Dark stickers and/or paint are not permitted in any property. 5

7 Lost Keys Tenants are responsible for the cost of replacing lost keys, including any Locksmith charges if they are locked out of their premises. The Association have a copy of the keys and can get spare keys cut with due notice, but at the cost to the tenant. Insurance The Association takes out building insurance for your property, but does not have contents insurance. You are strongly advised to take out contents insurance to protect your own goods in your property. Neighbours If there is a problem in relation to your neighbors, you should contact Police. Debts Any non-rent Tenant costs for maintenance/water etc, must have payments arrangements made within 14 days from the date of the invoice. If not, a late fee will be incurred and your tenancy may be in jeopardy. Legal action may also be sought. Subletting Tenants of Red Shield Housing are not permitted to sublet their property. An exemption has been granted by the Residential Tenancy Tribunal in this regard. Rent and Security Bonds Rent is based on a percentage of your income, and this is generally 25% of the household s gross income excluding rent assistance. When offered a property, you will be asked to provide a written income declaration and your rent will be calculated on this amount plus 100% CRA where eligible. Rent must be paid two weeks in advance. If the household income increases by $10 or more per week, you are required to advise us and we will recalculate your rent amount, giving you 14 days written notice of this increase. Likewise, if your income decreases by $10 or more per week, you should advise us so that your rent amount can decrease accordingly. A rent review takes place every six months in line with requirements of the Department of Community Partnerships & Growth. Your Residential Tenancy Agreement outlines your obligations in providing this information to the Association. 6

8 The equivalent of four weeks rent is required as a Security Bond before you move into your property. This will be released at the end of your tenancy if all rent is paid and the property has been left in a clean and reasonable state, including the garden. Moving Out If you move out of your home, you will need to: Give the Association 21 days notice, in writing, of your decision to leave the property; Clean the property thoroughly (including the stove, toilet, sinks, etc); Arrange for an inspection of the property with the Association, and sign the Bond Refund form; Pay rent up to date; Advise the Association of your forwarding address. If there are any outstanding costs for rent unpaid, damage to the property, or unpaid amounts to the Association, you will be invoiced for this amount for payment. Maintenance The Association makes every effort to complete maintenance items quickly and professionally. Sometimes it may take a few days to have items completed that are less urgent than other maintenance requests. Tenants are requested to report all maintenance other than the exempt items listed below to Red Shield Housing by telephoning during office hours. The requests are prioritized and resolved in accordance with the timeline shown below: Priority Commencement Completion Emergency Within 1-2 hours Remedial action and repair within 24 hours 1 (P1) Within 4 hours Within 3 working days 2 (P2) Within 24 hours Within 5 working days 3 (P3) Within 10 working days Within 15 working days 4 (P4) Vacant property works or other As directed works as directed Planned Maintenance As in plan As directed Red Shield Housing has an exemption from the Residential Tenancies Act (1995) that exempts the Association from maintaining certain items in a property. These are as follows: - Air-conditioners - Antennas - Ceiling fans - Washing machines - Dishwashers - External blinds - Garden sheds - Internal blinds and curtains 7

9 - Light fittings - Rain water tanks, other than where the tank is the only source of water for the premises - Refrigeration units - Room heaters - Spa bath motors - Swimming pools and associated plant and equipment - Waste disposal units - Water pumps, other than where the water pumped is the only water supplied to the premises - Window treatments If you have a maintenance request, please call the office during normal office hours (Monday 11am to 4pm and Tuesday to Friday 9am to 4pm). If you are not available at the pre-arranged time for the contractor to carry out requested maintenance a Call- Out Fee may be charged. Only maintenance approved by Red Shield Housing will be paid for by the Association. Tenants are not permitted to authorise maintenance to be completed. Right of Entry The Association has right of entry to your property under the following conditions: In the case of an emergency; By arrangement with the tenant for a specific purpose, after written notice has been given to the tenant seven to fourteen days before entering the premises; To inspect the premises, after giving the tenant between seven and fourteen days notice (inspections may not be held more than one every four weeks); To carry out necessary repairs or maintenance at a time mutually agreed with the tenant, giving at least 48 hours notice; With the consent of the tenant given immediately before the time of entry. Moving In Before you move into your new home, you should consider the following: - Notify Australia Post, friends, family and businesses of your change of address; - Have final readings made of gas and electricity meters in your previous home (this will make it easier to have these services connected at your new home); - Complete the necessary forms to ensure that you have gas and/or electricity supplied at your new home; 8

10 - You are advised to insure your personal belongings and contents of your home. The Association s insurance policy only covers the buildings, and not individual items; - Don t forget to notify all other agencies of your change in address: Centrelink can be done by a phone call if you have a Healthcare Card or for a Pension Electricity/Gas provider Australian Electoral Commission Registrar of Motor Vehicles (within 14 days of moving) Health Insurer Veterans Affairs Insurance Companies Telephone provider Bank/Building Society/Credit Union Schools Local Business (e.g. newsagent) Housing SA Health and Safety DO NOT overload the electrical wiring or power sockets. DO NOT replace damaged wires or cords yourself this is a job for a qualified electrician. DO NOT leave pans on the stove unattended. DO NOT store petrol, kerosene, cleaning fluids or other flammable liquids in or around your home. DO NOT smoke inside the property. DO switch off and unplug electrical appliances when they are not being used. DO maintain and control weed growth to ensure that gardens are maintained appropriately. DO advise the Association of any fire dangers or hazards likely to cause injury on the Association s property. Red Shield Housing Obligations The Association also has a number of obligations: Provide the premises in a clean and reasonable state; Maintain and repair the premises (having regard to their age, character and prospective life); Allow the tenant peace, comfort and privacy; Pay council rates and land tax charges; 9

11 Pay sewer charges and River Murray Levy; Keep proper records of rent received during the tenancy; Provide and maintain locks to ensure the premises are reasonably secure; Complete and provide two signed inspection sheets and an information brochure to the tenant at the commencement of the tenancy. Red Shield Housing Rules, Policies & By-Laws The Association s By-laws are rules by which all of our clients must adhere to. A number of the By-laws have been mentioned in this handbook, and for your information, some of the By-laws are as follows: Appeals By-Law Policy The Association will provide for an equitable and accessible process which allows any person to make a complaint against a decision or action of the Association. Procedure An Application for Appeal to the Associations Appeal Committee form must be completed and addressed to: The Director Red Shield Housing Association Inc. PO Box 68 Greenacres SA 5086 within 30 days of the disputed action. This form can be posted to you if you require it. The Director will then contact the appellant to arrange a meeting to discuss the issues and to try to resolve the dispute before going to a formal appeal. If after this meeting the dispute has not been resolved then the formal appeals process will continue. The full Appeals By-Law is also available to you upon request. Insurance Excess Rule 1. Document Scope This Procedure covers all tenants in all properties owned or managed by Red Shield Housing Assoc. Inc. 2. Procedure To ensure the ongoing financial sustainability of the Association, Tenants will be required to pay the costs of repair and or damage in full for any maintenance that is not considered fair wear and tear as outlined by Residential Tenancies Act (Residential Tenancies Fact Sheet 5) Maintenance Funds cannot be used for items deemed to be a Tenant s responsibility (refer to 4.4 of the Maintenance Policy and Procedure of Housing SA, Community Partnerships and Growth) Under this clause, all damage to a property not considered fair wear and tear will be invoiced to the Tenant. The Tenant will be responsible for all costs of repairs whether deliberate or accidental. 10

12 If the damage caused was due to a break-in/vandalism at the property, the Tenant needs to provide the Association with a Police Report Number; however, that does not void the responsibility of the Tenant to pay the excess. The excess for repairs is $ per claim. In the event that the perpetrator is known, the Police Report Number and Police Statement may be used to recover costs in the event of a successful prosecution. Once notified of the damage the Association will organise for a repairer to attend the property within the prescribed time frames as outlined by Community Partnerships and Growth. When the account for the repairs has arrived at the Association, an invoice will be generated and the Tenant will have 14 days to pay in full or 14 days to arrange a debt repayment plan. The Association will not be liable for any account not authorised by the Association. In the event that an insurance claim is made, all relevant documents will be lodged with AON. AON then processes the claim and advises outcome. If claim approved, Red Shield Insurance staff member is with the amount to be received. Once amount is received, the file is closed. If claim is declined, Director is to be notified. Pay Television Rule Policy The Association will permit the installation of Pay Television services only in those properties that are owned by the Association. Rationale It is recognised that tenants may wish to have access to pay Television services. Legislative/Contractual Base Nil Procedure Prior to any connection being made a request must be put in writing to the Association seeking approval. Where a property has the existing hardware installed for Pay Television, and a tenant wishes to have the service connected, they will need to arrange the connection, and will be required to meet any costs involved in the connection. Where the property does not have any hardware installed for Pay Television, and a client wishes to have this hardware installed, the client will be required to make written application. Where hardware installation is required, the work will be completed in a manner that minimises damage to the property and/or surrounds. At no time will the Association assume any cost in relation to the installation or ongoing charges of Pay Television. 11

13 Rent Arrears By-Law Policy The Association will provide for a clear policy in the areas of Rental Arrears, Rent Calculations, Rent Payments, Rent Reviews and Security Bonds. Rationale The appropriate policies are required to ensure a consistency in the manner by which rent issues are monitored and pursued. Legislative/Contractual Base SA Co-operative and Community Housing Act (1991) Section 2(5) (e) Funding Agreement Section 16 Residential Tenancies Act (1995) Section 54(1) (2) (3) (4), 91(1) Procedure (summary) Rent Arrears All clients are to remain in advance of rent. Where clients do not make a rental payment by the due date, they are therefore deemed to be in arrears. If a client becomes 15 days in arrears, a Form 2 notice is sent to the tenant, advising that the client has seven days from when they receive the notice to rectify the arrears. If after that date they have not rectified the arrears, they must give up vacant possession of the property on the eighth day (as specified in the notice). Vacant possession includes contacting the Association and arranging an outgoing inspection and hand-over of the house keys. A copy of this letter and notice is to be forwarded to the relevant support agency. Rent Payments Rent payments must be made to the Association on a fortnightly basis, either by direct deposit, Centrepay or deposit book. The onus of proof of payments rests with the tenant. Rent Reviews In line with the requirements of Community Partnerships & Growth, rent reviews for all clients will be conducted on a six monthly basis in line with increases in benefits administered by Centrelink. Security Bonds A security bond to the value of four weeks rent will be charged to all tenants at the induction. This bond is to be paid in full at the handover of keys. NOTE: Where a tenant has been properly served with a Form 2 breach notice for rent arrears twice in the previous 12 months. Subsequently, the tenant gets into rent arrears for a third time; Red Shield Housing Association Inc. will apply to the Residential Tenancies Tribunal for vacant possession OR reserves the right not renew the tenant s lease at the expiry date. Visitors Rule The Association accommodates people who have been approved through the Registration of Interest (ROI) process. All requests for an additional person/s to reside at the premises must first be approved in writing by the Association. Overnight Stays 12

14 A tenant is permitted to have any person, on a REGULAR basis stay for a maximum of 2 nights per week. Any more than 2 nights is considered a part of the tenancy and rent will be charged to include the additional tenant. Short Term Visits A tenant is permitted to have any person or persons stay at their house for a period of up to six weeks only, (eg. Overseas or Interstate holiday visitors) and must notify the Association in writing prior to this occurring. Visits of this length will not affect the rental paid on the property. Extended Visits A tenant is not permitted to have any person or persons stay at their house for a period greater than six weeks without the written permission of the Association. Where the Association approves this request, rental payable on the property will be reviewed and the income declaration will include the income of the new tenant. Permanent Moves A tenant of the Association is not permitted to have any person or persons permanently move into their property without the written permission of the Association. A Tenant must fill in a Co-habitation Form in the first instance and where the Association approves this request, rent payable on the property will be reviewed and the income declaration will include the income of the new tenant. In the event a tenant does not advise the Association as requested above, the tenant will be issued with either a Form 2 Breach of Lease or advised that their lease will not be renewed or issued a Schedule 3 notice for vacant possession (with not less than 90 days) The Tenant s rent will then be assessed at Market Rent for the property until vacated. Tenant Taking Extended Leave from Property If a tenant wishes to move away/holiday from the premises they rent from Red Shield Housing for a period longer than 8 weeks (56 Days), they need to make arrangements with the Tenancy Officer and/or Director to vacate the premises and return the keys prior to vacating. This can include (rehabilitation, holidays, overseas travel etc.) - This procedure is in place due to the Associations Insurance Policy, which only covers properties vacant for up to 60 days. 13

15 Water Use Policy All water costs will be charged to the tenant by invoice generated once the SA Water account is received. Procedure The Association will pay the sewerage access charge and the Save the River Murray Levy on all SA Water accounts. An invoice will be generated and posted to the tenant once the account is received from SA Water. The invoice charge will be water supply + water use less SA Government water concessions granted. Tenants are encouraged to put money aside on a regular basis to cover the cost. Estimated cost based on previous years use can be provided to tenants. Tenants can complete a Centrepay deduction form to allocate funds from their Centrepay income to pay for their water account. Contact your Tenancy Officer for further information. Emergency Contacts If requiring emergency maintenance outside office hours please contact the numbers below: Ambulance 000 Water & Sewer (metro) Fire Service 000 Water & Sewer (country) Police (emergency) 000 Horsman Plumbing (all suburbs) Police Assistance CM Electrical Solutions (all suburbs) Electricity State Emergency Service