Your Tenant Handbook

Transcription

1 Getting Started Rent & Services Your Tenant Handbook Your community Repairs and maintenance

2 Contents 1 Introduction from the executive director 3 2 About us Our structure Board of management Our funder and regulator Our commitment to transparency and confidentiality Scrutiny The roles of our frontline staff Your rights and responsibilities 8 4 Moving in Setting up: housing benefit and council tax Utilities 5 Emergency information Community alarm system Master key system Health and safety Gas safety Carbon monoxide Fire safety 6 Rent and service charges Your rent Your service charges Paying your rent and service charge Changes to the benefit system 7 Repairs and maintenance What we do and don t repair Your responsibilities and the handyman service Reporting a repair Out of hours emergency service Aids and adaptations 8 Our customer service standards Our contracted repairs operatives Phone services Letters and s Responding to complaints Equal opportunities

3 9 Your community Anti-social behaviour Neighbourhood management Service improvement plans Local offers Getting involved 10 Suggestions and complaints Making a complaint Feedback 11 Moving out Ending your tenancy Bereaved relatives of tenants Frequently asked questions Contact us Out of hours emergency repairs service Useful contacts 33 2

4 1. Introduction from the executive director Dear resident, Network Stadium is proud to be part of Network Housing Group, one of the largest housing associations in London managing over 19,000 homes in the South East. Our Older Persons Service houses around 1,000 residents in sheltered and extra care housing and we are delighted to welcome you. We have produced this guide to give you advice and information about your tenancy and the services we offer. Please keep it in a safe place as you may need to refer to it in the future. You may well have queries that are not answered here. If so, speak to your scheme manager, check our website, give us a call or come see us, we will always do our best to help. Best wishes, Susmita Sen Executive Director 3

5 2. About us Network Stadium s Older Persons Service is a specialist provider of housing for older people and our schemes are designed to meet current and future needs, and all have a dedicated scheme manager. We own and manage sheltered and extra care housing. Extra care housing is for more vulnerable older people with care teams on site providing care under a contract with the local authority. We also provide a visiting handyman service that can help you with repairs in your home that are outside the responsibility of the landlord. Scheme facilities include communal lounges and kitchens for socialising, an on site laundry, an emergency call system serving all flats and the services of an on site scheme manager. We are committed to preventing any action, procedure or policy which unfairly discriminates against any group. We believe in equality and expect our board, staff, contractors and consultants to support our position. We believe everyone should receive the support they need to achieve their full potential. Working with our residents and our partners, we aim to provide people with tailored services to help them achieve this. We challenge inequality and promote diversity for all our residents. We will achieve this by monitoring policies and procedures to make sure they are fair and do not disadvantage any group, and train our staff and raise awareness of the particular needs of the communities we serve. We are independent of the councils and local authorities we work with, and are proud to be part of Network Housing Group. Our structure We are proud to be part of Network Housing Group, one of the largest housing associations in London and the South East with core skills in development, regeneration and housing management. Network Housing Group is a group of four registered housing providers and a commercial business, Network Living. The Group collectively owns and manages over 19,000 homes across London and the South East. Our aim is to provide the maximum number of homes and provide the best value for money to support our residents and neighbourhoods. Network Housing Group provides strategic leadership and co-ordination, development and corporate services to its members: 4

6 Community Trust Housing is a community-based association managing a large regeneration project and stock transfer including over 1,400 homes for young people, families and older people in South London. London Strategic Housing and Network Living provide a commercial business with a social purpose. LSH manages just under 3,000 properties including 1,700 for key workers and around 1,200 for homeless households in temporary accommodation across London and Hertfordshire. Network Living provides a range of options for intermediate and private rent, and shared ownership for first time buyers and the secondary market. Network Stadium Housing Association is the largest member of the Group with just over 9,000 homes across London. It provides a range of housing options including general rented and shared ownership homes as well as homes sold on the open market. It is also a specialist in sheltered and extra care homes for older people across London. Riversmead Housing Association is a Hertford-based association managing over 4,500 homes. It provides a variety of housing options for young people, families and older people including general rented, flexicare housing, shared ownership and leasehold housing in Hertfordshire, Bedfordshire and Buckinghamshire. Visit to find out more. Board of management We are a not for profit organisation with a strong social purpose. We are run by a voluntary governing board which determines the policies and objectives of Network Stadium and the Older Persons Service. The board is responsible for the conduct of its affairs through the appointed professional staff who carry out the day to day running and management of the Older Persons Service. The board is made up of people with differing backgrounds, but with a common interest in housing and meeting the needs of the communities we serve, including older people. Its members have a wide range of skills, competencies, experience and knowledge and, critically, the board includes resident representation. The board is committed to ensuring all our services are run to the highest standard. Meetings take place regularly, at least every quarter. Our funder and regulator Network Stadium is regulated by the Homes and Communities Agency. Funding for new buildings and remodeling existing schemes comes from a variety of sources, including rents, loans and sometimes grant from the Homes and Communities Agency. 5

7 Our commitment to transparency and confidentiality We see many advantages to improving the transparency of our work, the most important of which is fostering a relationship of openness and trust with our residents, partners and other stakeholders. We believe this will lead to improved accountability and efficiency through a better understanding of the way we work. In some cases we may need to balance being open and transparent with protecting information where it may invade personal privacy, breach confidentiality or damage other interests. In deciding whether to publish information, we will take into consideration whether it is lawful to release that information. Our staff understand the importance of confidentiality. We recognise we have access to private and often sensitive information pertinent to our residents and we are extremely mindful of the importance of how we conduct ourselves to ensure information is not shared with other residents. Scrutiny Resident scrutiny gives residents more power to hold their landlord to account for their decisions, performance and conduct. It provides a device for landlords to deliver the services residents want. It results in distinctive changes in the services provided to residents which often leads to higher levels of customer satisfaction and can lead to improved organisational performance. We are committed to putting its residents at the heart of the business and has established a resident Scrutiny Panel which meets regularly, conducts service reviews and advises on actions to improve the experience of being a resident. The panel then check that the agreed actions are achieved in a timely manner. For information on becoming a Scrutiny Panel member speak to your scheme manager. The roles of our front line staff Scheme manager The scheme manager is responsible for the building and front line services provided by our Older Persons Service and should be the first point of call for all things in your scheme. The scheme manager provides an intensive housing management service, taking care of your wellbeing and calling in additional services where necessary. He/she is also responsible for the day to day management of the building, income management, ensuring health and safety obligations are maintained and ensuring that you get a professional and friendly service from us. What you can expect is outlined here: Generally our scheme managers work Monday to Friday, 9am to 5pm. 6

8 When away from the scheme on leave, training, meetings etc. we will endeavour to provide basic cover via locally based scheme managers. Scheme managers help new residents settle in and go through an induction plan with them. They carry out a six- week Wrap Up meeting with new residents to check they are settled and confident in the scheme. They are the first point of contact for all queries and concerns. They offer daily contact in agreement with you to check on your wellbeing. They ensure the community alarm, or warden call system, is functioning. They provide an intensive housing management service, helping you to sort out queries with rent, repairs and sustaining your tenancy and independence. They are responsible for monitoring that you are up to date with your rent account, and helping you with remedial action. They undertake Health and Safety checks and fire alarm tests and drills. They arrange and coordinating scheme meetings and some social activities. They may refer you to other agencies if necessary to provide additional services. They help to develop a sense of community to tackle isolation. Team leaders (sheltered housing) The team leader manages the performance of a group of scheme managers across a number of schemes known as a patch. They ensure high and consistent standards are maintained with a drive towards continuous improvement. The team leader provides coaching and support to the scheme manager to fulfil their role. The team leader will from time to time join the scheme meetings, and will hold surgeries at the scheme every two months to meet with residents on a one to one basis. They also set and monitor the scheme budgets and service charges and progress legal action where necessary. 7

9 3. Your rights and responsibilities Your tenancy agreement is the legal contract between you (the tenant) and us (the landlord) and sets out your rights and responsibilities. You have a number of rights as a tenant in your home. When we can end your tenancy Rights to information Losing your home Home loss and disturbance payments Right to repair Please contact us to find out more detail about your rights and responsibilities or refer to your tenancy agreement. 8

10 4. Moving in Tell people you ve moved A number of people may need to know if you ve moved, the following checklist may be of help: Next of kin Housing benefit Council tax Department of Work and Pensions (Pension/pension credits) Benefits e.g. pension credit, income support, attendance allowance, disability allowance, personal independence payments, universal credit Electricity/gas supplier The water authority Doctor Dentist Hospital Insurance companies Telephone/internet/TV supplier Solicitor Pre-paid funeral plan Banks Building societies Mail order catalogues/companies Care agencies Meals on wheels If you are a new resident and are unsure how to get started with your move, please speak to your scheme manager who will be happy to assist you. To help you get started complete the following: If needed, be sure to inform your benefits agency of your new address. You will need proof of your income at your new address before you can receive your housing benefit and council tax benefit; Sort out your essential supplies by contacting your gas, electricity and telephone provider by giving them a call as soon as you know you are moving. 9

11 Setting up: housing benefit and council tax If you have an existing claim for housing benefit and council tax let the council office know that you have moved, the scheme manager can provide you with the telephone number. We are in the midst of some big changes to the welfare system so do ask your scheme manager for the most up to date contact details for these benefits. The scheme manager can help you to complete a new application if you have not claimed before. It is important to make your claim as soon as you have signed the tenancy agreement to ensure that your claim starts from the beginning of your tenancy so you do not get into arrears that you will then have to pay yourself. If you receive benefits such as pension credit, disability living allowance or attendance allowance then you will likely qualify for help with paying your council tax. If you are employed, but on a low income, you may also qualify for a reduction in the amount you have to pay. Utilities In some of our housing schemes we levy a service charge for the water, heat and light to your home, in others you will buy utilities direct from the provider. Your scheme manager and your tenancy agreement will explain which category your home falls into. If these items are service charged this element of your charge is not eligible for housing benefit, and you will need to pay this yourself. In schemes where you will have direct arrangements with the utility companies the scheme manager can assist you in setting up your utilities and identifying meters and the means to isolate the supply of utilities in your home such as the stop cock for water and how to turn off your gas and electricity supply with the isolator switch. Electricity As soon as you know your moving date, contact your electricity provider to arrange to connect your supply. They will need notice before connecting a supply. You are responsible for all charges not included in the service charge. If any electrical appliance stops working or a light goes out, it may be because a fuse has blown. Replacing blown fuses is your responsibility; however the handyman may be able to assist. If it is the electrical system causing the problem then it is our responsibility. Your home may have circuit breakers rather than fuses. Circuit breakers are switches that turn off the electrical supply automatically when the circuit is overloaded. Check to find the problem, disconnect the appliance that is causing the problem then reset the switch to ON. Make sure you know how to turn off your electricity supply at the mains. The switch will disconnect all the wiring and appliances. You should always switch off the power 10

12 at the mains when you are replacing a fuse or repairing fittings connected to the supply. At the end of your tenancy you must tell your electricity provider when you are leaving and give them a meter reading. This will mean that you only pay for the electricity you have used. Gas As soon as you know your moving date, contact your local gas provider to disconnect your supply and give them notice to connect your new supply. You are responsible for all changes, but the scheme manager can assist with this. Make sure you know where the main lever is for turning off the gas supply in case there is an emergency. It is usually next to the gas meter. There is advice on gas safety in the section of this handbook called Repairs and maintenance. Water Make sure you know where the stopcock is for turning off the main water supply in your flat. If your supply stops for any reason, turn off all the taps and take the plugs out of the sinks and bath. This will prevent any flooding when the water comes back on. Telephone and internet connection As soon as you know your moving date, let your provider know that you are moving and give details of your new address. You may have to change your telephone number. You are responsible for all charges. 11

13 5. Emergency information Community alarm system The community alarm system, sometimes called warden call system, links you in your home to a telephone response service 24 hours a day, 365 days a year. Around your flat and the scheme you will see red pull cords. If you pull the cord you will dial up to our community alarm provider in your area. Please don t be tempted to tie up the cords you cannot predict an emergency and it is important it is within reach if you fall or have an accident. We will ask you for information we can provide to the community alarm provider. Then if you pull the cord the operative will have information about your key holder, next of kin, GP and other details to help manage an emergency. They will speak to you to find out the nature of the emergency and will respond accordingly, including sending an ambulance or other emergency service. Please ensure you keep us up to date with any changes in your key contacts so our information and capacity to help is never out of date or impeded. Master key system We operate a master key system so we can get to you in an emergency. This is stored securely and is only used in absolute emergencies when we have a genuine concern for your wellbeing. It is important that we retain the integrity of the system and locks to your flat are not changed or added to. When necessary we will make the key available to the emergency services via the community alarm system to ensure we minimise delays in getting to you. The cost of proving replacement keys in the master key suite if you lose them will be recharged to you and they are expensive. We recommend you leave a spare set of keys with a trusted local friend or neighbour, or arrange to have a key safe fitted at your front door. Health and safety Your health, safety and wellbeing are important to us. We never forget that we provide homes and take our responsibilities very seriously when it comes to your safety. As a resident you must also take all reasonable precautions to prevent risks to yourself and to others. 12

14 In this section of the handbook, we cover most of the hazards you re likely to come across and explain in practical terms the precautions which are necessary or advisable. We strongly recommend that you take out home contents insurance as we do not insure your belongings this is your responsibility. Our scheme managers carry out monthly health and safety inspections of the communal areas, taking action where necessary. We also carry out an annual Health and Safety Risk Assessment. However, we need you to help us with this by letting us know if you notice any incident, hazardous equipment, substance or structure. Between us we can then ensure the health and safety of everyone in the building. All of our electric equipment meets with the appropriate British Standards and portable appliances such as vacuum cleaners, kettles and toasters are tested annually to comply with our health and safety policies. Please do not use the gas boiler cupboard, electric panel areas, or water valve cupboard for storage as this may create a fire hazard, or cause supply faults. Gas safety Most of our schemes have a communal gas boiler and we carry out annual gas safety checks, all our contractors are gas safe registered engineers. Some flats do have individual boilers and by law we must carry out a gas safety check in your home once a year to ensure that our appliances are working safely. We or our contractor will contact you to agree on an appointment time to carry out the check and service your heating. It is extremely important that you let us in to carry out this check as faulty gas appliances can be dangerous. If we cannot carry out the check we are breaking the law and we may have to take legal action to get in to your home, and we may recover legal costs from you. The check protects you, your family and your neighbours. If you smell gas in your home: 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 who operate Britain s national gas emergency service 24 hours a day, on By law you must allow us access to your home so we can carry out our annual gas safety check. 13

15 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. Carbon monoxide Carbon monoxide is a highly poisonous substance produced by the incomplete burning of gas and liquid petroleum gas. This can happen when a gas appliance has been incorrectly fitted, badly repaired or poorly maintained. It can also occur if flues, chimneys or vents are blocked. Oil and solid fuels such as coal, wood, petrol and oil can also produce carbon monoxide. Carbon monoxide poisoning occurs when you breathe in even small amounts of the gas. You can t see it, taste it or smell it but it can kill quickly and with no warning. Levels that do not kill can cause serious harm to health when breathed in over a long period of time; e.g. paralysis and brain damage. Carbon monoxide alarms Carbon monoxide is one of the reasons that the law is so strict about annual gas safety checks. But as an additional safeguard we normally fit carbon monoxide alarms in homes which have gas appliances. Just like a smoke alarm which alerts you to the presence of smoke, a carbon monoxide detector will alert you to the presence of carbon monoxide. It is very important that it is not moved, covered, damaged or painted over or you will not be protected. Fire safety The scheme manager will explain how the fire system and safety equipment work when you sign your tenancy agreement, and at your induction meeting. Fire alarms All our schemes have fire alarms. These are serviced and tested regularly by our contractor. The scheme manager will also conduct weekly checks and hold regular fire drills. The alarm is linked to the warden call system who will call the fire brigade. However if you see a fire do not delay in dialling 999 and raising the alarm. Precautions To reduce the risk of fire: Never keep petrol or paraffin in your home. 14

16 Don t: Do not use paraffin heaters or bottled-gas heaters, or those fuelled by liquid petroleum. Never leave chip pans on the stove when you are not in the room. Never pour water onto a burning chip pan. You should smother flames with a damp cloth, fire blanket or a lid. Put out cigarettes and matches and take care with ashtrays. Make sure children cannot reach matches. Do not hang clothes around fires, cookers or storage heaters. Rubbish should always be disposed of properly, using rubbish chutes, communal or individual wheelie bins where provided and never left on landings. Incorrectly disposed of rubbish could be a fire hazard if set alight by vandals (it can also be a health hazard, attracting insects and rodents). Do not leave any electrical items that are plugged in unattended, such as hairdryers, televisions, videos, kettles and toasters or leave any food cooking without supervision. Wedge open fire doors. Cover or hide emergency signs or alarm call points. Never cover or disconnect smoke or heat detectors. Misuse fire equipment such as fire extinguishers. Store combustible items in electrical cupboards. Fire extinguishers must not be moved from their designated positions or used to prop open doors. Mobility scooters, bicycles and motorcycles must never be stored on stairwells. In the event of a fire Make sure you know what to do in an emergency. You should dial 999. Never use a lift if there is a fire. We operate a Stay Put policy in sheltered accommodation as it may be safer to stay inside your home and await instructions from the fire service. This is because the buildings are constructed to contain a fire for up to an hour which is usually plenty of time for the fire service to extinguish it. If you are uncertain as to what you should do please contact your scheme manager, or your local fire service. 15

17 6. Rent and service charges Your rent Rent is due in advance every Monday. We can help you claim benefits to assist with the charges, but payment is always the responsibility of the resident. Rent levels When establishing rent levels we refer to Government guidelines. Rent statements If you ask for a rent statement, we will send it to you within two working days. We will provide a quarterly rent statement automatically. Changes to your rent and service charges We will: Give you at least one month s notice, in writing, of any change in your rent and service charge. Review the rent each year. Changes will usually apply from the first day of October throughout your tenancy. Rent arrears We will: Notify you promptly when you fall into arrears. Deal firmly and fairly with residents in rent arrears. Your service charges The level of service charge varies from scheme to scheme depending on the services provided. We aim to recover the full cost of providing the services, and apply a management charge. Service charges will normally be divided equally between all units in a scheme except where there is a clear difference in level of service or facility provided. We will consult you on the level and quality of the services and on service charges. We review service charges once a year and these may increase or decrease based on the previous years costs incurred plus any expected increase/decrease in cost. 16

18 The service charge covers the cost of services that benefit the residents of a particular scheme such as Repairs and maintenance to your building and communal areas. Fire alarms. Lifts. Warden call system. Ground maintenance and cleaning for communal areas. Laundry facilities. Utilities. Furnishings and fixtures in communal areas. CCTV and door entry system. Your tenancy agreement and notifications of service charge changes will itemise the services you are receiving and paying for: Paying your rent and service charges Ways to pay We aim to make paying the rent as convenient as possible; your scheme manager can assist you with the arrangements and provide current details. Direct Debit. Post Office or anywhere displaying the PayPoint logo. Telephone payment with your debit or credit card. If you can t pay your rent If you are having problems with money, please do not wait until you are unable to pay your rent before coming to see us. Your scheme manager can assist you by: Helping you to claim the right benefits. Help you to draw up a budgeting plan. Putting you in touch with a specialist debt agency. Agreeing a payment plan that you can afford. Remember, if you don t pay your rent we could take tenancy enforcement action in the county court, you could be evicted, lose your home and have to pay costs. Changes to the benefit system Residents are always responsible for paying their rent, regardless of any claim for housing benefit. 17

19 We will help by liaising with the relevant housing benefit office on the payment of benefits and will always seek to have housing benefit paid directly to the association, but rent and the housing benefit claim remain the responsibility of the resident. The Welfare Reform Act was passed by Parliament in early 2012 to change the way welfare benefits, including housing benefit, are paid. The Act introduces a wide range of reforms which the Government states are to make the benefits and tax credits system fairer and simpler. For more information about welfare reform please visit our website at or contact your scheme manager. 18

20 7. Repairs and maintenance Residents have a responsibility to take good care of their accommodation and not to allow damage to occur through negligence or abuse by themselves, family members or visitors. What we do and don t repair We are responsible for: Drains, gutters or outside pipes. Roof. Walls inside and out. Doors inside (wear and tear) and outside the home. Chimneys. Pathways or steps. Garages or stores that are connected to the home. Basins, sinks, baths, taps and tap washers. Decorations outside the home. Blocked drains. Communal areas. We will try to assist any resident who is locked out of their home. Any damage caused by the resident or someone acting on the resident s behalf, in order to gain entry must be made good by the resident at his/her own expense, or they will be recharged for the cost. We operate a master key system so we can get to you in an emergency, it is important that we retain the integrity of the system and locks are not changed or added to. The cost of providing replacement keys when keys are lost can be costly due to the master key system - we recommend you leave a spare set of keys with a trusted local friend or neighbour, or have a key safe installed by your front door. Your responsibilities and the handyman service You are responsible for the following repairs, but we operate a handyman service which may be able to assist you. The handyman attends each scheme once a month for the day. Speak to your scheme manager if you would like him to visit you. He can help with things like: 19

21 Replacing batteries in smoke alarms and carbon monoxide detectors not provided by us. Repairs to fixtures, fittings and equipment not provided by us (for example, curtain rails and shelving in your flat). Repair/replace WC seats, bath panels, plugs and chains on baths, basins, sinks or tap washers. Glazing repairs to internal doors and cupboards (but not security glass). Renew indoor fluorescent tubes and other light bulbs. Repair/replace electrical plugs (not sockets) and fuses. Repairs/replace internal doors and locks, door furniture such as handles, letter boxes, cupboard catches and hinges (but not kitchen, bathroom and toilet doors). Other than where such items have been fitted by us, fit waste and supply pipe work for washing machines and dishwashers and vents for tumble driers. Unblock blockages of sinks, basins and baths where the blockage is in the Property. Repair minor plaster cracks and internal decorations and maintain wall and floor tiles. Replace glass in windows, unless it is caused by vandalism or a break in. Ease/adjust internal door, locks and window hinges (but not kitchen, bathroom or toilet doors). Decorating your home You are responsible for the internal decorating of your home, we do not do this. We are responsible for decorating the communal areas, and external area. Reporting a repair You can report a repair between 9am and 5pm from Monday to Friday by telephoning our contact centre on The following response times apply: Category and time completed Emergency Dealt with and made safe within 24 hours. This only applies to work that is an emergency. Some of the repairs may be completed at a later stage. Types of repairs These prevent risk to someone s health or further damage to the property. For example, restoring electricity or water supply, gas leaks, a toilet not working, burst pipes or blocked drains. Providing heating during winter months. Your home is insecure. Any repair that prevents a serious health risk. 20

22 Urgent 7 days We will give urgent priority if we need to take action quickly but there is no immediate risk to health and safety. Repairs which stop water leaks. Plumbing such as sinks, heating systems and baths where they cannot be used. Repairs to outside doors which protect security. Faulty wiring or electrics. Non Urgent 28 days General repairs where a delay of two weeks or more will not inconvenience you or where the repair will take some time to complete. Missing roof slates or tiles which cause water to enter the home. Repairs that are not an immediate health or safety risk. Broken gutters, inside doors, fixtures and fittings, minor plumbing and plastering jobs. Out of hours emergency service In an emergency, out of normal working hours, you should contact the same number, , and they will arrange for our contractor to attend and make safe only. You should contact us again on the next normal working day to report further repairs required. Aids and adaptations Our aim is 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. 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. If you would like assistance please speak to your scheme manager, and they will help arrange an assessment where necessary with the Occupational Therapist. 21

23 8. Our customer service standards We will: Aim to respond to requests for information within five working days where possible and keep you informed of progress. Offer private interviews and appointments. See visitors to our offices with an appointment within five minutes of their appointment time. See visitors without an appointment within 15 minutes of arrival when the scheme manager is available. Provide translation services and alternative methods of communicating for deaf and visually impaired people. Carry identity cards. Treat you and your home with respect. Our contracted repairs operatives Will always: Carry photographic identification, which you should check. Be courteous. Be responsive, accurate and professional. Phone services We will: Answer your call within three rings when the scheme manager is in the office; Not transfer your call without announcing your call or offering you the option of leaving a message. Letters and s We will: Respond to general enquiries within ten working days; Provide a clear response that answers your enquiry. Responding to complaints We will: Provide you with a quick and convenient complaints system; 22

24 Respond to your complaint within ten working days or tell you if it is likely to take longer than this; Operate a fair and equal policy to compensate you when a service has failed. Equal opportunities We are committed to providing a service which treats people fairly and meets the needs of all our residents. Translation and professional interpretation services can be provided on request. If you require any further information, help or advice, please contact the scheme manager, or team leader at our head office. 23

25 9. Your community Anti-social behaviour We want to ensure our homes and communities are safe and pleasant places for our residents to live. This is one of the reasons we won t accept any type of anti-social behaviour (ASB) by our residents, members of their household, their visitors or pets. ASB includes the following unacceptable activities: Threatening or intimidating behaviour Racial, sexual and other harassment Noise nuisance Verbal abuse Graffiti Dropping litter or dumping rubbish Pets fouling in public spaces Nuisance driving or parking and nuisance vehicles We take reports of ASB very seriously and will take the necessary steps to protect our residents. We will always try to help and explain what action can be taken such as working with other agencies like local councillors, environmental health, community groups and the police, as well as tenancy enforcement action. What should I do if I experience ASB? Try addressing the issue with the person if you are comfortable doing so to see if you can resolve the situation, in some cases the other party may not be aware they are causing a problem. If not, report the incidents or contact us for confidential advice. If you are threatened with violence or witness someone doing something illegal, please contact the police immediately. If we need to take legal action against a resident due to their behaviour it is important we have detailed records of the incidents including times, dates, who did what and who witnessed it. It is important you keep records of what happens, when and how it made you feel. This will help support any possession action we may need to take. How do I report ASB? Speaking to your scheme manager By telephoning By visiting our offices Writing to us ing us Via our website 24

26 Depending on the severity of the situation, we may want to meet with you to discuss the situation further. In this case, you will hear from us within five working days of reporting the incident. Neighbourhood management Noise Sheltered housing schemes by their nature mean people are living close together. Different households and lifestyles mean that you should expect a certain amount of noise. We ask residents to be considerate of their neighbours and are reminded that general noise within the residence should be kept to a minimum. We ask that any music, computer games or television/radio noise should be kept at a reasonable level. Sometimes differences in lifestyle may lead to a disagreement. In most cases you should try and sort our problems yourself, your neighbour may not be aware of the impact of his or her behaviour. An informal chat can often lead to better understanding and the best outcome. However if the problem carries on please speak to your scheme manager who will try to help sort the problem out. We cannot take sides between neighbours but will try and negotiate a compromise. Vandalism If you or a member of your household or visitor causes vandalism we will charge you for the cost of the damage. We will take legal action for possession against anyone who has vandalised our property or causes a health and safety risk by propping open fire doors or interfering with smoke and fire alarms. Car parking We do not offer any allocated parking, and we ask residents to be considerate of their neighbours when using car parks. Some bays may be allocated for emergency vehicles or medical staff, please observe these restrictions for the benefit of everyone at the scheme. Service improvement plans We want residents to participate in shaping service improvement plans. Each year we will consult at the scheme meetings to capture the top five priorities for residents in the scheme; this could capture anything from social events, building improvements, or changes to the services we provide. 25

27 We will aim to meet your aspirations, but this will be budget dependent, and the feedback we receive will assist us to set future budgets. We will keep you informed of progress and keep the plan up dated through the year. Responding to residents views is central to all our activities and the way in which we deliver services. We want to work alongside residents to decide on the best ways for them to get involved. Local offers We and our regulator are keen for residents to be involved in ensuring we, as a Registered Provider (housing association), provide good quality services to residents, and do what we say we will. Our Local Offer, or service standard, sets out what we will do; it is published in a separate leaflet that would have been issued to you when you signed your tenancy. We are keen for you to be involved in monitoring our performance against our Local Offers and we will publish our performance in our annual report and resident s magazine. Getting involved We think it is important for all residents to have an opportunity to influence decisions which affect the management of their homes. This is also an opportunity to engage with your neighbours and contribute to a warm and friendly community. We engage with residents formally and informally: Scheme meetings every two months the annual timetable for meetings is on the scheme notice board. Rent Surgeries with the scheme manager each month the annual timetable for meetings is on the scheme notice board. Resident Forum attended by the elected representative from each scheme. We meet every two months and rotate the venue around the schemes. Scrutiny Panel residents apply to become part of the panel and help us improve by carrying out service reviews and making recommendations for improvements. Resident Board members sitting on our board which meets quarterly to steer our strategy. Surveys and feedback. Consultation meetings. Independent surveys we currently work with the Leadership Factor who conduct telephone surveys. Letters and meetings. Service improvement plans. We regularly carry out customer surveys and our residents magazine is sent out to all residents several times a year to keep you in the picture with what is going on. If you would like to be involved, please speak to your scheme manager to find out how you can participate. 26

28 10. Suggestions and complaints Making a complaint We aim to provide services that meet customers needs and to resolve enquiries and complaints effectively within set targets and to the customer s satisfaction. At all times staff will aim to find a resolution promptly. A complaint leaflet outlining our procedure will have been provided when you signed your tenancy, and the full procedure is available on the notice board, and on request. In summary our approach to complaints has three stages. A manager will aim to resolve the complaint in ten working days, if you are not satisfied and tell us why not in 30 working days a director will review how the complaint was handled and aim to provide a full response in 15 working days. If you remain dissatisfied, within 30 working days you can ask for the complaint to be reviewed by a panel that you will be invited to attend. The panel consists of a Board member and two trained Network Stadium residents. Once the panel has heard the complaint they will endeavour to respond within 21 days. There is no right of appeal beyond this, but you can take your complaint to a designated person which the Localism Act defines as your MP or councillor who can try and resolve it themselves, or refer it to the Housing Ombudsman. Feedback We carry out surveys from time to time to see how well you think we are doing in different areas of our service. These are generally conducted over the phone. In addition to the surveys we do, we are keen to hear from you at any time with suggestions or ideas about how we can improve our services. It is also useful for us to hear about what we are doing right. 27

29 11. Moving out Ending your tenancy You must give at least four weeks written notice to terminate your tenancy. Once we receive your notice, we will confirm its receipt and send a checklist to assist you plan your move, and notify you of any outstanding rent and arrears. We will arrange to visit you to inspect the accommodation. The property should be left empty, clean and cleared of your belongings. If we need to clear the flat we may charge you. The keys must be retuned by 12noon of the Monday following the Sunday your tenancy ends, any later and we will have to charge you a full weeks rent. If you pay your rent through standing order or direct debit, once you have checked that your rent is all paid, you should contact your bank and cancel the arrangement. Bereaved friends or relatives of tenants Please let us know as soon as possible if your relative or friend who is our resident has passed away. We understand that this will be a difficult time and we will do our best to answer any questions you might have. Please contact us for advice on how to end their tenancy. We will need to speak to whoever is responsible for their affairs/estate. It is important to know that housing benefit ends the Sunday after the death. We acknowledge this is a sensitive time, and in so doing do allow a rent free week for relatives to manage the process of sorting out their loved one s belongings and making arrangements around ending the tenancy. Beyond the first week rent is payable to such time as the keys are returned to us. 28

30 12. Frequently asked questions These are some of the most common questions residents ask us, for more information on your rights and responsibilities please read your Tenancy Agreement and Supporting Information. Q. Will I get any help settling in? A. Yes. The scheme manager will help you settle in; she/he will show you around your new home and show you how to operate the heating, hot water system, laundry equipment and community alarm. She/he will make sure you have the information you need, and that we have the information we need, for example your contact details and who to contact in an emergency. The scheme manager will arrange a follow up meeting six weeks into your tenancy to check you are settling in and have everything you need. Q. How safe and secure am I in the building? A. Our buildings are designed to be safe and secure, most have CCTV and door entry systems. However please do not assume you can leave your flat front door open either when you are in or out always keep your flat door locked. Always lock your windows when you go out. Only ever give access to the building to your own visitors, if they are not there to see you do not let them in, even if they are known to you. These simple steps will help protect you and your neighbours. Q. What is the wellbeing call about, and how does it work? A. We offer all residents in sheltered housing the option of having wellbeing calls on each working day. The scheme manager will invite you to complete a Contact Form that defines when and how you would like your call. If you do not want to take part we will ask you to sign a waiver confirming you understand the risks. Q. When does the master key get used? A. Our staff have access to a master key and this is only used as a last resort if we have genuine concerns for your wellbeing for example if you do not respond to the wellbeing call, or if you have not been seen round and about for a while and we have not been able to make contact with you by phone or via your next of kin. If staff do need to access your home they will leave a letter for you stating why and when they gained access, and will ensure your home is left secure. Q. Do I need contents insurance? A. Yes. We do not insure your possessions so any damage to them is your responsibility. We strongly advise you to buy contents insurance. 29

31 Q. Can I give a gift or leave a staff member something in my will? A. No. Sometimes, because of their position, and regular contact residents can develop an attachment to their scheme manager and this can cause difficulties. Our policies make it clear to staff that they must not accept gifts or money, bequests or presents, and nor should they act as Executors to the Estate of a resident. We ask you to respect these conditions as they are intended to protect residents and staff alike. Q. What about my TV licence in sheltered housing? A. We will apply for a concessionary licence on behalf of your sheltered scheme to cover you watching TV in your flat, but the outcome is dependent on the age and profile of the residents. The scheme manager will let you know the outcome and we will administer and collect payment from you if a concessionary licence is granted. If you are under 75 and a concessionary licence is not granted to the scheme you are liable to TV licencing for your TV licence as normal. If you are over 75 the TV licence is free and you will not be charged. Where the communal lounge has a TV NS Older Persons Service will arrange this, and it will appear in your service charge - but this does not cover you in your flat. Q. Can I keep a pet? A. You must ask our permission in writing first and we will consider the impact on your neighbours and the scheme. We will always give permission when a resident needs a guide or hearing dog. Where permission is given you are responsible for clearing up any mess caused, and controlling your pet. We can withdraw permission if the pet causes a nuisance to your neighbours. You must advise us of alternative care arrangements for the pet if you should no longer be able to care for it. See your tenancy agreement for further information. Q. Can I have a lodger? A. No, you may not take in a lodger, or sublet any part of your home. Q. What if I need a live in carer? A. We may give permission for a carer to live with you, but you may be required to give evidence that your care needs require a live in carer. There may be an impact on you housing benefit claim if you have one. We will offer information and advice on your housing options as you may be more comfortably accommodated in a different scheme. Q. How do I apply for a transfer? A. You are eligible to apply for a transfer after a year. Check our website or speak to your scheme manager who can help you complete a form. All our housing is allocated on the basis of need, so the more information you can provide supporting your need to move the better. Remember evidence must support the need to move 30

32 because your current housing is having a detrimental effect on your health or well being. Q. In the event of my death, what happens to my tenancy? A. In line with your tenancy, any surviving joint tenant automatically succeeds to the tenancy. So long as you yourself did not succeed to the tenancy, then when you die, your surviving spouse or partner will succeed to the tenancy so long as, immediately before your death, he or she is occupying the property as his or her only or principal home. 31