moat Residents handbook
December 2009
Welcome to Moat This handbook provides information that will help you enjoy living in your home and neighbourhood. It outlines Moat's services, your rights and responsibilities under your tenancy and some useful hints and tips. The handbook is a reference book you can turn to when you need information. It is a guide only and is not legally binding. If you require additional advice or information, please contact our customer service centre. Telephone numbers and email details are included in section one. If you have difficulty understanding any information in this handbook please ask for help. We will arrange for an interpreter to be made available or for information to be translated where needed. The handbook can also be provided in large print, audio cassette, Braille or in electronic format (pdf) on request. Moat is a member of Language Line.This is a 24 hour telephone interpreting service. If English is not your first language and you would like to speak to us in another language, contact us on 0845 600 1006 and we will get an interpreter on line within minutes to help respond to your query. We would like to thank the residents who helped in the production of this handbook. If you would like to contribute to the next edition, please contact us and we will note your interest.
Contents SECTION 1 Introduction to Moat How to contact us 1-1 About Moat 1-2 Our customer service vision 1-3 Our approach to equality and diversity 1-4 Housing support services 1-5 Tenancy support services 1-6 Continuous improvement 1-7 Service standards 1-8 SECTION 2 Your tenancy Types of tenancy 2-1 Buying your home 2-2 What happens if there is a death in the household? 2-3 Transferring your tenancy 2-4 Lodgers and sub-letting 2-4 Moving home 2-4 Mutual exchange 2-5 Moving out 2-6 Eviction 2-8 HomeBuy 2-8 SECTION 3 Repairing your home Contacting our repairs 3-2 service Moat's duties and repair responsibilities 3-3 Residents' duties and responsibilities 3-5 Repair priorities and timescales 3-8 Access and appointments 3-14 Rechargeable repairs 3-16 Repairs to new homes - defects 3-18 Discretionary repairs 3-19 You and our contractors 3-20 Be safe and secure 3-22 Dealing with emergencies 3-23 Condensation 3-25 Asbestos 3-26 Gas servicing and annual safety check 3-27 What if we get it wrong on repairs? 3-27 Your improvements and alterations 3-30
The lettable home standard - information for new residents 3-32 Rechargeable repairs for empty properties - information for residents moving out 3-36 SECTION 4 Money matters Paying rent 4-1 How rents and service charges are set 4-1 Payment methods 4-2 What will happen if I can't pay my rent? 4-4 Help with welfare benefits 4-5 Energy saving tips 4-6 SECTION 5 Living in your home Gas and electricity 5-1 Water 5-1 Council tax 5-1 Heating and hot water 5-1 Insurance 5-2 Keys 5-2 Household refuse 5-2 Gardens 5-3 Parking 5-3 Abandoned vehicles 5-4 Pets 5-4 Rats, mice and other pests 5-4 Aerials and satellite dishes 5-5 Anti-social behaviour 5-5 Moving home 5-6 SECTION 6 Getting involved Getting involved - an invitation to residents 6-1 Keeping you informed 6-1 Asking for your views 6-2 Board membership 6-2 Getting involved together 6-3 Your neighbourhood 6-5 SECTION 7 Further information Keeping information about you - confidentiality 7-1 Our complaints policy 7-2 Anti-social behaviour and nuisance complaints 7-5 Useful contacts 7-8
Introduction to Moat SECTION 1
INTRODUCTION TO MOAT SECTION 1 Introduction to Moat How to contact us Our customer service centre provides a telephone and email response service to all Moat residents. We aim to respond to your enquiries efficiently, with a service that is easy and quick for you to use.we are available between 9am and 5pm Monday to Friday. Our customer service centre works closely with your neighbourhood officers and can deal with many of your queries on their behalf. INTRODUCTION TO MOAT Customer service centre: 0845 600 1006 (Calls charged at up to 4p per minute from a standard BT landline. Mobile and other network costs may vary). By post: Web: Email: FREEPOST RRCB-HHJS-LXXR Moat Dartford DA2 6QE www.moat.co.uk customer@moat.co.uk Emergency repairs Outside the hours of 9am to 5pm please telephone our customer service centre and wait to be redirected to our out of hours service. Non-emergencies should be notified to us during office hours. 1-1
SECTION 1 INTRODUCTION TO MOAT INTRODUCTION TO MOAT Housing support services For all enquiries relating to our housing support services, please call our customer service centre on 0845 600 1006. Low cost home ownership/homebuy HomeBuy is a government-led scheme which enables people to purchase or rent their own home on an affordable basis. Details of options available through this programme are on our web site: www.moat.co.uk and within this handbook (on page number 2-8). Alternatively, for new enquiries, call our HomeBuy services team on 0845 359 6161. Home ownership services for existing shared ownership residents If you are an existing shared ownership resident, or a resident wishing to enquire about Right to Buy or Right to Acquire, please call our HomeBuy services team on 0845 359 6161. Internet We offer a range of online services available to you 24 hours a day, seven days a week at www.moat.co.uk. Options include a facility to pay your rent online or to report a repair. We are expanding our online services and are always pleased to receive feedback from residents. Please use the 'contact us' feature at www.moat.co.uk to share your views with us. About Moat Moat is a leading housing association operating in the south east, providing high quality, affordable homes and services, including support services to people who need assistance to live independently. We involve our residents and provide high standards of service We strive to make a positive difference to the neighbourhoods where we operate We own and manage over 20,000 homes, including 1,400 sheltered homes for older people and 400 supported housing schemes We develop around 600 new homes a year 1-2
INTRODUCTION TO MOAT SECTION 1 Moat is the government's appointed agent for HomeBuy in Essex, Kent and Sussex We are the leading providers of housing solutions for key workers in the south east of England Housing associations like Moat provide affordable housing and services to meet local needs.there are over 1,500 associations in England, owning more than two million homes. We work in partnership with local authorities and others to house people in need and build new homes for rent and shared ownership. We contribute to community regeneration, as well as providing a range of other services All registered housing associations, including Moat, are regulated by a government agency, the Tenant Services Authority INTRODUCTION TO MOAT We are governed by a Board of Management, which includes residents.the members have a wide range of professional skills and local knowledge Moat Homes Limited is a charitable organisation. Our financial surpluses are re-invested to provide additional affordable homes and services for people in need. Our customer service vision We want to be a leading housing association, providing high quality homes and services, including support services to people who need assistance to live independently. We want to: involve our residents and provide them with the highest standard of service lead the sector in delivering housing solutions for key workers and make a positive difference to the communities where we work. To deliver the vision we will: Achieve an ongoing and positive partnership with our residents Communicate clearly and transparently our ability to meet resident expectation and always strive to do better 1-3
SECTION 1 INTRODUCTION TO MOAT INTRODUCTION TO MOAT Put our residents' needs at the very heart of our service delivery structures Be committed to finding solutions to address our residents' needs Create an environment where both staff and residents feel positive about being part of Moat. Implementing the vision - an agenda for change We are committed to involving residents and staff in all aspects of policy and service development and will seek to enable this to happen across all activities. Our approach to equality and diversity We will make sure our services, facilities and resources are available and useful to all individuals and neighbourhoods We will do all we can to make sure we remove all forms of unfair and unjustifiable treatment We will not unfairly discriminate, or treat any individual less favourably than others are, or would be, treated on the grounds of race, gender, disability, religion, marital status, nationality, ethnic origin, age, or sexual orientation. Providing services We will provide all of our services sensitively and aim to meet the needs of everyone we deal with We will take action to get rid of harassment and anti-social behaviour and will provide support to the victims We will make sure all residents have a say in how we design our services We will provide homes which reflect the needs of the local neighbourhood and will pay particular attention to where we build new homes and to their design and size. 1-4
INTRODUCTION TO MOAT SECTION 1 Contractors, consultants and suppliers We will promote equal opportunities by only employing and supporting contractors, consultants, suppliers and partners who: Mirror our commitment to equal opportunities Value the different and diverse make up of our neighbourhoods. How we are governed We will encourage people of different backgrounds to become members of boards, committees, residents' associations and working groups and try to make sure these groups reflect the neighbourhoods they serve. INTRODUCTION TO MOAT Communication We will provide accessible information for everyone, in ways that reflect the needs of local neighbourhoods.we will provide translated, Braille and large print versions of printed leaflets or interpreter services to help residents gain information about our services in a form which suits their needs. Housing support services Our housing support services team offers a range of high quality homes and support to help more vulnerable people reach their full potential. We have over 15 years experience and expertise in providing homes and support for people with diverse housing needs. Our services include: Housing support for people with learning disabilities, physical disabilities and mental health problems Extra care housing for older people with additional support needs Tenancy support to help people maintain their tenancies Short-term accommodation and specialist support for single homeless people. 1-5
SECTION 1 INTRODUCTION TO MOAT INTRODUCTION TO MOAT Our housing support services team provides a professional service, often working closely with specialist agencies to improve the quality of support available to residents in their homes. We aim to involve residents in decisions affecting how their homes and support packages are developed and managed and we use a variety of methods to achieve this, including a residents' involvement group. Our sheltered and support schemes and services cover a large geographical area, from Essex to London, East and West Sussex and Kent. We provide these services from our offices in Medway, Sevenoaks, Greenwich and Maldon. Tenancy support services Who we help We help people who need additional support to maintain their tenancies.this includes single people and families, people with serious and longer term needs and those who simply need a little extra help. The main groups we support are: People with learning disabilities People with mental health problems Physically disabled people Homeless people People with drug and alcohol abuse problems Young people leaving care Ex-offenders. How we work Our tenancy support services are provided free to people who need them.they are not means-tested. We receive government funding through local Supporting People administering authorities (county councils and local authorities) to provide these valuable services. Our services include: 1-6
INTRODUCTION TO MOAT SECTION 1 Help moving into a new home Help with maintaining your home and tenancy Help with money advice Help with life skills. Help with other matters Depending on the needs of the individual, we offer access to a range of additional services through other agencies.these could include other care and support services, counselling services, education, health, employment, social and leisure, or religious or cultural agencies. We can help with completing an application for housing, dealing with the police and other agencies, and with most matters relating to the practicalities of day to day living. INTRODUCTION TO MOAT Our service does not include care services as these are normally provided by social services teams. What do I need to do to receive the service? You should contact the customer service centre on 0845 600 1006 in the first instance. Continuous improvement We are developing a culture of continuous improvement and undertaking comprehensive reviews of all our services to residents. We aim to: Strengthen the influence of residents in the design and delivery of the services we provide for you Make sure that the services we provide are cost effective and of high quality Continually review our services to reflect what you want. 1-7
SECTION 1 INTRODUCTION TO MOAT INTRODUCTION TO MOAT During each review, we examine our services using the following four criteria: Challenge - asking fundamental questions about whether we are best placed to be providing the service and whether it is provided in the most effective way. Compare - comparing our level and type of service with other housing associations and private companies to seek out best practice. Consult - asking you to be involved effectively to influence the way the reviews are conducted. Compete - considering whether to tender each service competitively or whether we deliver it ourselves. Residents' panels have been set up, including residents representing all backgrounds.these groups help to: Plan and monitor each service review Review recommendations for change Make recommendations to our boards on new service standards and the planning and reporting of our performance Review performance plans and performance reports. Service standards We are committed to providing a quality service to all our residents in a friendly and efficient way. We treat anyone who contacts us fairly. We involve our residents and other agencies in decisions that affect them.to help achieve this, we have developed a set of comprehensive service standards for all our residents and specific service standards for residents in sheltered housing and for those using our welfare benefits service. To receive a copy of our service standards leaflets, please call our customer service centre on 0845 600 1006 or visit our website: www.moat.co.uk 1-8
Your tenancy SECTION 2
YOUR TENANCY SECTION 2 Your tenancy When you became a resident you signed a written tenancy agreement and a copy of the agreement was given to you for your records.this sets out the tenancy rights and responsibilities for you and Moat. Your tenancy agreement is a legal document and you should keep it in a safe place to make sure it is available when needed. YOUR TENANCY Types of tenancy There are different types of tenancy, each with different rights: If your tenancy started before 15 January 1989, it is likely to be a secure tenancy If your tenancy started after 15 January 1989, it is likely to be an assured tenancy If your tenancy is for a short or fixed period of time, it is likely to be an assured shorthold tenancy. Most new residents are given a starter tenancy.this usually becomes an assured tenancy on completion of one year's occupation without any tenancy breaches (eg rent arrears or anti-social behaviour). To confirm which tenancy you hold either check your copy of the tenancy agreement or contact us. Tenancies in more than one name If you have a joint tenancy, you are both responsible for all the obligations of the tenancy.this includes paying the rent. If one person moves out, tell us without delay. If both joint tenants agree, you may be able to revert to a sole tenancy in this situation. 2-1
SECTION 2 YOUR TENANCY YOUR TENANCY Buying your home There are various ways for Moat residents to buy the home they live in. Right to Buy and Right to Acquire To qualify for 'Right to Buy' you must: Have held a tenancy with Maldon District Council, but transferred to Moat in 1995 or Have held a tenancy with Merton Borough Council, but transferred to Moat in 1998 or Have held a tenancy with Moat or a subsidiary prior to 15 January 1989. You will only be able to purchase under the scheme if your house or flat is your only home. You may have the 'Right to Acquire' if you were a social housing tenant for two years prior to 18 January 2005, or after five years if your tenancy began after that date. However, you can only purchase your home if it was built or purchased by us after 1 April 1997 and funded by social housing grant. In certain circumstances, you may not be able to buy your home.you cannot buy your home if a court makes a suspended or full possession order which says you must leave your home, if you are an undischarged bankrupt, have a bankruptcy petition pending against you, or have made a formal arrangement with creditors (people you owe money to) under the Insolvency Acts and you still owe them money. You may be able to exercise the Right to Buy or Right to Acquire jointly with members of your family who have lived with you for the past 12 months, or with someone who is a joint tenant with you. Any land let together with your home (for example, gardens and occasionally garages) will usually be treated as part of your home. 2-2
YOUR TENANCY SECTION 2 Some properties are excluded - for example, homes adapted for people with a physical disability, sheltered accommodation and some housing in rural areas. Housing association tenants are also given priority for Moat's HomeBuy programme of low cost home ownership. For more information please read the HomeBuy section on page 2-8 of this handbook, visit www.moat.co.uk (where you can apply for low cost home ownership online) or phone the HomeBuy services team on 0845 359 6161. YOUR TENANCY What happens when there is a death in the household? If a resident dies, the tenancy may pass to their partner if they are living together at the time of death. If there is no partner, the tenancy may pass to an adult member of the family, provided the adult has lived with the resident for the year immediately before death. Contact the customer service centre for assistance. Ending a tenancy when a resident dies If you are handling the ending of a tenancy because of the death of a relative or friend, we appreciate it is a time of great sadness and the tenancy will not feel like your biggest concern. However, if you are responsible for their final arrangements you will need to supply us with the following details: The resident's name The address of their property The date the resident died A copy of the death certificate Your name, address and telephone number. If you are the executor or personal representative of the resident you will need to complete an end of tenancy notice and give four weeks notice ending on a Sunday. We will consider shortening this notice if next of kin are able to return the property to us sooner. However, you 2-3
SECTION 2 YOUR TENANCY YOUR TENANCY will need to seek agreement from the neighbourhood officer and our Voids and Lettings department. If the resident was claiming housing benefit to help pay for the rent, this will stop at the end of the week the death occurred. But the full rent for the property will be charged until the tenancy is ended. Transferring your tenancy This is the signing over of a tenancy from one named person to another. The new resident takes over the rights and obligations set out in the tenancy agreement, for example as a result of a mutual exchange. This can only be done with Moat's written permission. Lodgers and sub-letting You may take in lodgers as long as this does not result in your home becoming overcrowded. A lodger would live as part of your household. If you receive housing benefit, you must inform the housing benefit department at your local authority office. You may sub-let part of your home or take in lodgers provided that: You have Moat's written permission You do not sub-let your entire home. Moving home If you feel your home is no longer suitable for your needs, there are various ways Moat can help you. The majority of residents will now be considered for a move through Choice Based Lettings schemes (CBL) that include both local authority and Moat properties. Moat is a partner in many CBL schemes, which 2-4
YOUR TENANCY SECTION 2 aim to optimise choice and create balanced communities. We work in partnership with local authorities to ensure Moat residents are given the best possible opportunity for a move to another home that suits their needs. A few areas are not yet covered by CBL schemes. Where this is the case a Moat application form will still need to be completed.your application will be assessed and points awarded according to need. It will be reviewed on a yearly basis. YOUR TENANCY Before you can be considered for a move, you must comply with your tenancy agreement. You will be required to: Clear any rent arrears completely Carry out any repairs which are your responsibility Complete a minimum of 12 months satisfactory tenancy. False information - You will be asked to sign a statement declaring that the information you give us is correct. If you give false information you risk losing your home. Mutual exchange You can apply to exchange your home by swapping tenancies with another Moat resident, or another housing association or local authority resident. Before you exchange you must first receive our written permission and complete some documentation. Permission to exchange may be refused in certain circumstances, including rent arrears, overcrowding, underoccupation or any other breach of the tenancy agreement. Each resident signs an agreement saying they will put their existing property into good order and accept the new property on the 'taken as seen' principle, unless there is an item which needs to be attended to for reasons of health and safety.these items should be identified at 2-5
SECTION 2 YOUR TENANCY YOUR TENANCY the time of inspection, before the mutual exchange occurs. Only gas and electricity checks will generally be carried out.the new resident will be informed of any 'gifted' items (eg conservatory, shed, shower, etc.) for which they will become responsible. In the case of sheltered residents wishing to mutually exchange, a needs assessment would need to be conducted between the two properties. Residents in supported housing cannot mutually exchange their homes. Swapping your home with HomeSwapper You may be eligible for the HomeSwapper scheme.this enables you to move to any other part of the country by swapping your home with a resident from the other area. If you would like further information on how this works, contact our customer service centre or visit www.homeswapper.co.uk Moving out If you decide to give up your tenancy, you must give us at least four weeks notice of your intention to leave, expiring on a Sunday. You will need to complete and return an end of tenancy notice and we ask that you give us your forwarding address. When you leave you must: Clear your home including any loft spaces, sheds and garages Remove and dispose of floor coverings, unless they are in good condition and we give you permission to leave them Put right any damage, for example filling in holes in walls where shelves have been Safely remove any non-standard light fitments Leave decorations, paint and wallpaper in good order Clean all surfaces, including the bath, toilet, sinks and kitchen units. 2-6
YOUR TENANCY SECTION 2 We will inspect your home before you leave and point out what you need to do. If you do not meet your responsibilities, we will put things right and charge you for the cost of the work, including any materials we use. Other things you should do: Read any gas, electric and water meters and send the readings to your suppliers, so they can close their accounts with you YOUR TENANCY Tell your local council to cancel or re-direct your council tax bill Tell your telephone and television service providers Tell the post office to re-direct your post Make sure the property is secure - windows shut, doors locked, etc. Make sure all taps are turned off and not dripping Turn off the mains supplies. If you remove any gas appliances you own, you must ensure the pipe work is left in a safe condition and capped off by a Gas Safe registered fitter. Pay your rent up to the last day of your tenancy. Your tenancy will end on a Sunday. Please return all keys on or before 12 noon the following working day. If you do not return your keys you will be charged for the cost of changing the locks and the extra rent due until the keys are returned. Tenancy conditions Your tenancy conditions say that when you move out you must leave the property and garden clean and tidy. You must remove your belongings unless we have given you written permission to leave any of them there. Otherwise, we will assume any belongings you left have been abandoned. We may dispose of them without contacting you. We will also charge you for doing this. We will charge you for removing anything from an empty property, as well as for any repairs identified due to vandalism or misuse. 2-7
SECTION 2 YOUR TENANCY YOUR TENANCY Eviction You must tell us immediately if you have difficulties maintaining your responsibilities as a tenant. Your tenancy agreement sets out your obligations and if you do not keep to them, we will have to take action. We will visit you or write to you. We will try to help you, but this may not always be possible, especially if you wait too long before alerting us to any difficulties. We only evict as a last resort, but it is imperative that you talk to us as early as possible if you have any problems paying your rent, or with any other aspect of your tenancy. If a resident in danger of eviction is potentially vulnerable, they will be referred to agencies which can provide appropriate support. People may be considered vulnerable if they are older or frail, have communication difficulties, disabilities, learning difficulties or mental health problems. HomeBuy HomeBuy is a government initiative to help people who would not normally be able to afford to buy a property suitable for their household in the open market. HomeBuy also helps people who wish to rent a property but cannot afford market rents. Moat is the government-appointed HomeBuy Agent for Essex, Kent and Sussex. Our agency does not include the London boroughs we work in. You will only need to complete one application form to access all of the HomeBuy properties available in your area, whichever housing association has the particular scheme or property you are interested in. We carry out headline eligibility assessments, so you can apply to any housing association using just one Moat reference number. 2-8
YOUR TENANCY SECTION 2 Am I eligible? As a housing association resident, you have top priority for buying a property through HomeBuy. If your household income is less than 60,000 you are eligible to apply. Other criteria are applicable and vary by scheme. Please visit our website: www.homebuy.co.uk or call us on 0845 359 6161 to find out more. YOUR TENANCY Your HomeBuy options New Build HomeBuy offers brand new homes for sale on a part buy/part rent basis. Shares are available from as little as 25%. Rent to HomeBuy offers new build homes to rent for an agreed period of time with the expectation that you will buy a share of the property at the end of the rental period. New Build Discounted Rent offers new build homes to rent at 80% (or less) of typical market rents. HomeBuy Direct offers equity loans towards the purchase of a new build home on selected developments. First Time Buyers' Initiative is offered by private developers on selected new homes. Social HomeBuy offers some housing association or local authority tenants the opportunity to buy a share in their existing rented home. HOLD - home ownership for people with long-term disabilities - is a specially tailored option to assist people with long-term disabilities to purchase a share in a property. How to apply The quickest way to apply is online. Please visit our website: www.homebuy.co.uk Alternatively, to request an application form please call our HomeBuy services team on 0845 359 6161 Monday to Friday 9am to 5pm. 2-9
Repairing your home SECTION 3
REPAIRING YOUR HOME SECTION 3 Repairing your home We want to make it as easy as possible for you to use our repairs service, so you can enjoy living in your home and we can keep homes in good condition for the future.this section explains our policy for small housing repairs in or around your home. We call these 'responsive repairs' or 'day-to day' repairs. We have not included information about larger repair schemes, such as new windows, which are normally carried out as part of a major works programme. REPAIRING YOUR HOME We have to make sure that our budget for repairs is spent in the best and fairest way for all residents.this section helps you to understand which repairs we do and which we don't do. It explains the different priorities we give to repairs, how quickly we will do them and the rules about paying for them. It also describes the minimum repair standard our empty homes will meet before we rent them to new residents. We call this our 'lettable void standard'. Our policy is based on what the law and your tenancy agreement say we, as a landlord, must do.this is set out in the Landlord and Tenant Act 1985 and the Housing Act 1988. Moat's Board also agrees policies to guide staff to deliver the repairs service. We will do our best to keep your home in good condition, but you are strongly advised to take out an insurance policy.this will ensure that your furniture and belongings are protected and you are covered for any accidental damage to your home or those nearby. 3-1
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Contacting our repairs service Moat's customer service centre is available for repair requests, help and advice from Monday to Friday 9am to 5pm. Call 0845 600 1006, email: customer@moat.co.uk or go to our website: www.moat.co.uk For emergencies outside office hours please telephone our customer service centre and wait to be redirected to our out of hours service. If you prefer to talk to someone in person, you can visit your area housing office or Moat's central office at Mariner House, Galleon Boulevard, Crossways, Dartford, Kent, DA2 6QE. It is advisable to make an appointment first. Remember that you have to pay for any damage caused to your home by your negligence or through wilful damage by you or any visitors. You can purchase your own home contents insurance, which may cover broken glass, accidental damage and sink blockages, etc, or you can take out home contents insurance arranged by Moat. See the insurance section on page 5-2 or contact us on 0845 600 1006 for further information. Nearly all repairs for sheltered or supported residents will be carried out by Moat. Reporting repairs To help us provide you with an efficient service, please have as much information as possible ready before you phone. We will ask you to describe the problem precisely. For example, if the toilet is leaking, please tell us if the leak is from the pipe at the back of the toilet or from the cistern Please tell us when it will be convenient for the contractor to visit to inspect or carry out the repair, being as flexible as possible Please tell us how we can contact you during the day. 3-2
REPAIRING YOUR HOME SECTION 3 We will tell you which contractor will carry out the work and when the repair is due to be completed. Sheltered or supported residents can report repairs directly to their support or scheme co-ordinator. Moat's duties and repair responsibilities Moat has a responsibility to maintain and repair the outside of your home. We also have to maintain other services, including: REPAIRING YOUR HOME Heating and hot water Gas supply We repair and maintain the appliances we installed to provide heat and hot water. We do an annual safety inspection of all gas heating and hot water installations and appliances. Please note Moat is not responsible for residents' own appliances. We are responsible for the gas supply from the gas meter to the appliances it serves. We do not have to install a gas supply if there is a reasonable alternative, such as electricity. We are not responsible for: Faults on cookers or cooker connections The failure of gas companies to supply gas. Electricity supply We are responsible for the electricity supply between the meter and the electrical sockets in your home. We are not responsible for: Faults on cookers or cooker connections (excluding the control unit) Faults on other domestic electrical appliances, such as kettles and fridges The failure of electricity companies to supply electricity or maintain their equipment. 3-3
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Water supply Building structure We are responsible for the water supply from the meter, which is normally outside your home, to appliances and fittings that use water inside your home. We are responsible for maintaining the structure of the building.this includes: Unblocking gutters and rainwater downpipes Roof repairs Repairing brickwork Communal areas In general Damp-proof work. We are responsible for maintaining communal hallways and staircases in blocks and on estates. These include: Estate roads and paths - Moat is only responsible if the roads have been adopted Estate lighting Gullies and drains Boundary walls and fences Door entry systems Lifts Communal TV aerials. We are responsible for a repair if it is to a fitting or appliance that we installed, or if it is a repair to the structure of the building. We are not responsible for repairs caused by the misuse or neglect of the property by residents. Please refer to the section on rechargeable repairs on page 3-16. 3-4
REPAIRING YOUR HOME SECTION 3 Right to Repair The Right to Repair (RTR) is a government regulation covering some urgent repairs that could affect your health, safety or security if they are not done quickly. It applies only to repairs that cost under 350. The regulation says how quickly we must carry them out. If these repairs are not done within the specified time limit, you have the right to ask us to get a second contractor to do them. If they are not done within the extra time allowed for the second contractor, you may be entitled to compensation.this is 10, plus 2 a day for every day that the repair is not finished, up to a maximum of 50. REPAIRING YOUR HOME We can increase the time we take to do repairs in some situations, including if a gas, water or electricity supply is interrupted by a utility company or if the repair is more complex and needs an inspection visit. RTR does not apply if you or a member of your household or a visitor caused the damage while doing something in your home that broke your tenancy conditions. Residents' duties and responsibilities Under the terms of the Housing Act 1988, unless you have recognised special needs, you are responsible for, and have to pay the cost of, repairing the following items.these are your responsibility unless the damage is due to the age of the fitting or appliance, ie fair wear and tear. 3-5
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Carpentry Plumbing Front and back door locks, including replacing keys Internal doors, locks, hinges and handles Letterboxes, door numbers, security chains and doorbells Window catches and stays Replacing or repairing damaged kitchen units, including cupboard doors, shelves and handles. Toilet seats and covers Glazing Plugs and chains in baths, basins and sinks Cleaning stains on sinks, baths, showers and lavatories, and blockages Replacing broken or damaged sinks, baths, showers and toilets. Broken outside windows, unless you have a police crime reference number for them. Remember that false reporting of a crime is an offence: the police investigate all reports of burglary Broken internal windows. Plastering and finishes Surface cracks to wall and ceiling plaster Ceramic tiles on splash backs around sinks, basins and baths Vinyl floor tiles. Electrical Electrical plugs, including fuses Changing light bulbs and fluorescent tubes Domestic appliances, such as fridges and cookers. 3-6
REPAIRING YOUR HOME SECTION 3 Interior decoration In general It is your responsibility to keep the inside of your home well decorated. When you move out, you must leave it in good condition. If a repair is needed because of damage caused by you, your family or your visitors, it is your responsibility to put it right.you may either do the repair yourself or pay for someone else to do it. If we do the repair on your behalf, you must pay for it. We usually ask for payment first. REPAIRING YOUR HOME Insurance cover We are not responsible for damage to, or loss of, your fixtures and fittings including: Furniture Carpets Clothing Other household effects, even if linked to a repair that we are responsible for. We strongly recommend you take out home contents insurance.to help you, we offer a home contents insurance scheme. Contact the customer service centre for details. 3-7
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Repair priorities and timescales We prioritise repairs based on how urgent they are. We would like to do all repairs straight away, but it saves money if we have longer to do less urgent ones.this includes repairs that fall under Right to Repair regulations. Priorities for repair The following tables show the types of repair Moat must do and the priority we give them. Repairs that qualify under the Right to Repair are marked 'RTR'. Please note that not all emergency repairs qualify as RTR, only those identified under the regulation. Even if a repair is considered to be an emergency, if it is your responsibility to do it, then you will still have to pay for it. If you suspect that damage is a result of racial harassment or domestic violence, please always call the police immediately. Priority Emergency (out of hours) Emergency (daytime) Timescale Contractor will come within four hours to make safe. Contractor will do the repair within 24 hours and prioritise within this timescale where there is real danger. Type of repair Repairs ordered outside office hours where there is immediate danger to people or property.the repair will usually be to make the situation safe only. Repairs ordered during office hours where there is immediate danger to people or property. 3-8
REPAIRING YOUR HOME SECTION 3 Urgent Routine Complete within seven calendar days. Complete within 30 calendar days. Repairs that are not considered an emergency, but which if not completed quickly would cause significant nuisance. Repairs that Moat is responsible for that are not considered an emergency or urgent. REPAIRING YOUR HOME Programmed Complete within an agreed timescale. Repairs that are complex, subject to leaseholder consultation, or involve specialist parts or works. Emergency Type of repair Total loss of electrical power Unsafe power or light socket or electrical fitting Total loss of water Total or partial loss of gas supply Example or explanation No power in the home. RTR Bare wires exposed, socket sparking or smoking. RTR No water in the home (but not where the supply company has shut off the supply). RTR Loss of gas supply (but not where the supply company has shut off the supply). RTR 3-9
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Emergency (continued) Blocked boiler flue Total or partial loss of space or water heating between 1 November and 30 April Blocked or leaking foul drain, soil stack or toilet pan Flue blocked by something such as a plant growth. RTR No heating, no hot water or both. RTR Sewer drain backing up or blocked soil pipe.this only qualifies as RTR if there is no other working toilet in your home and it is not caused by misuse. Toilet not flushing Leaking water or heating pipe, tank or cistern Insecure window or door Making safe dangerous structures Where a toilet cannot be flushed, for example due to blockage.this only qualifies as RTR if there is no other working toilet in your home and it is not caused by misuse. Leak from a water supply pipe or storage tank. RTR The home is insecure, for example due to a broken window or damaged door. If the damage was caused by a crime you must call the police first, as we are unable to order a repair until you have a crime reference number. RTR Making ceilings safe if they are in danger of falling down. 3-10
REPAIRING YOUR HOME SECTION 3 Emergency (continued) Security work to dwellings following confirmed reports of harassment Securing empty homes Lift breakdowns Security work as part of our policy to prevent harassment. Preventing unauthorised occupation. Getting a lift working again where it is the only lift (but not where shutting down a lift has been planned or a major repair is needed). REPAIRING YOUR HOME Lighting in communal areas Repairing lights in a communal area. Urgent Type of repair Partial loss of electrical power Partial loss of water Total or partial loss of space or water heating (between 1 May and 31 October) Blocked basin, bath or sink Tap that cannot be turned Examples or explanation No power to one room only. RTR Loss of water to one room only. RTR No heating, no hot water or both. RTR Water not draining away.you must also have tried to unblock it yourself first.this only qualifies as RTR if it is not caused by misuse. Tap stuck on or off. RTR 3-11
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Urgent (continued) Loose or detached banister or handrail Rotten timber flooring or stair tread Roof leak Loose or insecure banister in your home.this only qualifies as RTR if it is not caused by misuse. Rotten floorboards or stair treads are only classed as urgent if they are a health and safety concern. RTR Temporary repair to make safe and stop leaking. RTR Repair of mechanical extractor fan Repair of door entryphone equipment Reconnecting electrics following water leaks Repairing an intermittent water leak Reglazing windows Replacing a toilet pan Replacing a broken tap In kitchen or bathroom and only where there is no window to ventilate. RTR Repair to entryphone handset in a home. RTR Where a lighting circuit was disconnected because of water damage. For example, a leak that only happens when a sink is emptied. Putting new glass in a boarded-up window (but only when it is our responsibility). Replacing a cracked or broken toilet pan (but only when it is our responsibility). Replacing a broken tap that cannot be repaired. 3-12
REPAIRING YOUR HOME SECTION 3 Routine Type of repair Unblocking gutters, rainwater downpipes and gullies Repairing windows Repairing kitchen units and cupboards Examples or explanation Clearing leaves from gutters (but not if scaffolding is needed). For example to frames and sash cords (this does not include new windows). Repairing, for example, cupboard and unit doors and drawers, but only due to their age (fair wear and tear) and not because of misuse. REPAIRING YOUR HOME General carpentry repairs Structural repairs For example, to door frames, but only if due to the age of the fitting (fair wear and tear) and not because of misuse. For example, repointing external brickwork (but not when scaffolding is needed). Programmed Type of repair Renewals needed because of age of fixtures and fittings (fair wear and tear) Non-urgent communal repairs Examples or explanation Replacing kitchen units or baths/showers. Repairing and replacing things such as paving and boundary walls. 3-13
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Programmed (continued) Structural and building repairs For example, window replacement, roof repairs or damp-proof works, where scaffolding is needed or where leasehold consultation is required. If a repair is needed because of damage caused by you, your family or your visitors, it is your responsibility to put it right. You may either do the repair yourself or pay for someone else to do it. Access and appointments Access We have the right to enter our properties by agreement at all reasonable hours.this applies to Moat staff or other authorised people, such as our contractors.you must let us in if we ask you to. If necessary we can arrange to force entry to carry out an emergency repair or safety check and recover the cost of doing this from you. You must report repairs that need doing immediately and allow us access to your home quickly when we ask. We need access: for gas safety inspections to check the condition of a home or those next to it to repair, alter or improve the home or those next to it.this includes electrical wiring, gas and water pipes or drainage and heating systems. 3-14
REPAIRING YOUR HOME SECTION 3 If we have to force entry to a home, we will leave it secure. If we force entry because of your negligence, for example if you overfill your bath and flood the property below, we will charge the cost to you. Appointments We will give you an appointment when you report an urgent or routine repair so that you know when our contractor will come. We do not make appointments for emergency repairs. When you report an emergency repair you must do your best to contain the situation. For example, you might need to turn off the water supply. You must also be there to let us in straight away when we visit. REPAIRS TO YOUR HOME Appointment times are currently Monday to Friday: between 8am and 1pm for morning appointments between 1pm and 5pm for afternoon appointments 9.30am to 3pm (avoiding school run) or all day appointment, between 8am and 5pm. We may sometimes have to break an appointment. We will give you 20 in compensation if this happens. It currently applies only to appointments made for our repairs partnering contractor. You will only qualify for compensation if the appointment was arranged by Moat and logged on our system and the contractor did not tell you in advance that the appointment would be broken. If we cannot contact you, we will leave a card to say we couldn't get in and provide an alternative appointment within one week.we will record the date and time of our visit on our database. If you fail to keep the second appointment, the work will be cancelled and it will be your responsibility to contact us to order the repair again.when you do, we will give the repair its original priority, which means the timescale for the repair will restart from the date you order it again. 3-15
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Rechargeable repairs Rechargeable repairs are those which residents have to pay Moat for. You may also do the repair yourself or pay someone else to do it. We are committed both to providing a cost effective repairs and maintenance service and to meeting our obligations as a landlord. We will therefore charge you for any work we do for which you are responsible, or which is caused by you misusing your home or not looking after it. Our charges are based on what it costs for our contractors to do the work. Costs are subject to VAT. We charge for repairs if: Work is needed due to accidental damage or wilful neglect by you, members of your household or visitors to your home We do work for which we have no responsibility under the law or your tenancy conditions We have to force entry to your home due to your negligence, for example if you lose your keys We have to repair a property after you move out because you damaged it or have made alterations that we did not approve. We will tell you as soon as possible if a repair is rechargeable.this could be: When you report the repair During an inspection for other work in your home After a report from our contractor or someone else we have authorised to visit your home During a routine inspection after you have given notice, or been given notice, to end your tenancy. 3-16
REPAIRING YOUR HOME SECTION 3 You will get the opportunity to do the work yourself or arrange for it to be carried out at your own expense. However, we may wish to inspect the work once it is done to check the standard. Examples of what we might consider to be accidental or deliberate damage or wilful neglect include: Holes or other damage to internal doors Damage to kitchen units and worktops other than fair wear and tear Blocked drains, toilets, baths, basins and sinks where the blockage is caused by misuse REPAIRING YOUR HOME Damage to toilet seats and hinges. We will only do a repair that we have no duty to do in exceptional circumstances. Examples might be: If you are over 65 and there is no-one living with you who could help with the repair If you have registered care needs Where not doing the repair would endanger you or other residents, or damage your home or other properties. If you have made alterations or improvements without our agreement and they are found to be unsafe, we will arrange for them to be made safe immediately. We will charge you for this work. We will tell you and confirm it in writing. Where you have given notice to end your tenancy, we will do a routine inspection. We will tell you about any repairs that are your responsibility and give you the opportunity to do the work yourself or arrange for it to be done at your own expense. We will re-inspect your home before the end of the tenancy to ensure the work has been done 3-17
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME and to a satisfactory standard. If you are doing a mutual exchange, we may suspend it to ensure the work is done before your tenancy ends. If you have returned your keys and we need to do work to bring the property to a safe and acceptable standard before the new resident moves in, we will charge you for this as a former resident. If damage has been caused by a crime, you must report the incident to the police first.then you need to report the repair to us and tell us the crime reference number. False reporting of crime, such as saying that damage was caused by a crime when it wasn't, is an offence.the police will investigate all reports of burglary. Repairs to newly built homes - defects If your home is newly built, the responsibility for carrying out repairs within the first year lies with the developer (this is known as the 'defects period').this does not include repairs caused by you. You should notify defects to our customer service centre during office hours and we will inform the developer.these repairs may take a little longer than our normal repairs, though urgent repairs will always be dealt with quickly. At the end of the defects period, the property will be inspected and all outstanding works falling within the defects definition will be repaired. You can help this inspection by keeping a list of all minor problems as they occur. Repairs are designated as an 'emergency' when there is either a risk to someone's life or a risk of serious injury if not repaired immediately. If an emergency defect occurs outside of office hours, call us on 0845 600 1006 and follow the instructions. 3-18
REPAIRING YOUR HOME SECTION 3 Discretionary repairs These are repairs we will do if you have recognised special needs that prevent you from getting the repair done. We know that residents have different needs and we are committed to giving people equal and fair access to our services, with extra help if it is needed. We have a policy to make sure only people who need extra help get it. We will do some repairs that are normally your responsibility without recharging, on a discretionary basis, if you meet one of the following special conditions: REPAIRING YOUR HOME You, or someone living with you, gets a care package from your local authority's social services You are over 65 and there is no other member of your family or household who can help with the repair. Other discretionary repairs may include security work carried out under our harassment policy and repairs needed because you have experienced confirmed anti-social behaviour. Extra support To help us apply the discretionary repairs policy fairly, we will keep information on our database telling us if you qualify for discretionary repairs. We may also keep other details to make sure everyone can use our services easily, such as: How you prefer to communicate with us Translation or interpretation requirements Special access requirements to your home, such as mobility or sensory issues. If the repairs service is not already aware that you qualify for discretionary repairs, we will tell you the qualifying criteria and assess your initial request for a repair on its own merits before deciding whether we will do it. 3-19
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME You and our contractors We monitor the performance of all our contractors to ensure they provide a good service. Your feedback on repairs is very important to us. What to expect from contractors All contractors employed by Moat are required to work within an agreed Code of Conduct. Our contractors should: Show respect for you and your home at all times Arrange a morning or afternoon appointment, and work only between 8am and 5.30 pm on Mondays to Fridays, unless you agree a mutually convenient time outside of these hours Show their identity cards, which clearly indicate that they are working in partnership with Moat On arrival, explain what the work will involve and how long it will take Show special consideration to disabled and vulnerable residents Avoid making excessive visits to your home Be careful about security Be responsible when using scaffolding Keep work tools and dangerous substances out of the reach of children Not smoke, drink alcohol or play radios or cassettes in your home Keep your home clean and tidy, using dustsheets Not move your belongings without permission and without you being present Not use the following without your permission: Any of your belongings, such as ladders or chairs 3-20
REPAIRING YOUR HOME SECTION 3 Your telephone Your toilet or kitchen (for example, to make tea) Your bathroom or kitchen to clean equipment (if you do give permission, the rooms must be left clean and tidy) Where a repair cannot be completed immediately, ensure your home is left wind and weather proof, with all possible services left on, and warn you in advance of any hazards Tell you when the work is finished, remove all rubbish and leave your home tidy REPAIRING YOUR HOME Treat all information about you in confidence, in accordance with Data Protection laws. What contractors will expect from you To be co-operative about making appointments and to give at least 24 hours notice if you have to cancel an appointment To inform us if you cannot keep an appointment, so we can reschedule the visit To clear the work area of your belongings, so the contractor can work freely To keep your children and pets away from the work area and the contractor's tools To allow contractors to have reasonable use of your gas, electricity and water, if necessary. If you are dissatisfied with any aspect of our repairs service, please tell us. We need your feedback to help us improve our services. 3-21
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Be safe and secure Identity cards You should not let anyone into your home unless you are satisfied they are who they say they are. All staff and contractors employed by Moat carry identification. If you are ever unsure about the identity of Moat staff or contractors, ask them to call back later and call us for confirmation. If you send a contractor away please contact us to let us know immediately on 0845 600 1006. Guarding against fire Ensure you have smoke alarms fitted throughout your home. If they have been fitted by us and are faulty, tell us immediately Supported and sheltered residents should report any problems/faults they experience with the smoke detector to their support co-ordinators or the customer service centre Carry out monthly tests on smoke alarms, change batteries when needed and clean the sensor regularly Guard open and radiant fires Make sure you store paraffin, petrol or inflammable liquid in purpose-made containers in a cool place Take care when cooking - do not leave pans unattended, especially frying pans Be careful with electrical equipment - never overload sockets Close doors when you go to bed or when leaving your home. In the event of fire, this helps to stop it spreading Many Fire and Rescue Services (Essex, London, Herts, Kent, Surrey, East and West Sussex) will undertake free home fire safety tests and install free smoke alarms. 3-22
REPAIRING YOUR HOME SECTION 3 Dealing with emergencies Fire In the event of fire: Close the door to the room where the fire is located.this will help contain it and restrict the spread of potentially poisonous fumes Warn other people in the house to leave immediately. Do not stop to collect anything. Remember that your escape route can be cut off very quickly If your exit is cut off, close the door of the room and seal it with a blanket or rug to prevent fire and smoke spreading. Dial 999 if you can and call for help from a window REPAIRING YOUR HOME Alert any neighbours who could be at risk from the fire Once out of the property, if possible please phone our customer service centre on 0845 600 1006. Gas leak If you smell gas: Put out cigarettes. Do not use matches or naked flames Do not operate electrical switches or doorbells Open all doors and windows and keep them open Check to see if a gas tap has been left on accidentally, or if a pilot light has gone out Phone your gas supplier or the National Grid on 0800 111 999. Burst pipe Turn the water off at the stopcock. Find out now where the stopcock is and check it can be turned. If not, call us immediately Switch off the electricity at the mains 3-23
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Switch off any water heaters Switch off the central heating system. If you have a solid fuel fire or system, let the fire die down. Do not attempt to drain the boiler unless the fire has gone out Phone our customer service centre on 0845 600 1006. Frozen pipes Turn off the water at the stop valve Open all taps to sinks and baths If possible, collect water in the bath for flushing the toilet and for washing Phone our customer service centre on 0845 600 1006. Electrical issues If you have just switched on a light or appliance, or plugged in an appliance, and the power fails: Look outside or check with your neighbours to see if there has been a power cut Check the trip switches.these are normally contained within a box near the electrical meter If one of the switches is at OFF, unplug the appliance or switch off the light, then flick the switch to ON Switch on the light. If this trips the switch, the fault may be caused by the light bulb, so check for and replace any faulty bulbs It is helpful if you can complete an 'appliance electrical check' to ensure the fault is not caused by a faulty appliance you own. One by one, switch on appliances (eg toasters, kettles) and if the power trips again it is likely the fault is caused by the relevant appliance. If this is the case, do not use the appliance, but arrange for it to be checked by a qualified electrician.this repair is your responsibility. If you cannot identify, or are unsure of, the fault contact our customer service centre on 0845 600 1006. If the problem is due to a faulty appliance, you will be recharged! 3-24
REPAIRING YOUR HOME SECTION 3 Alert any of your neighbours who could suffer damage as a result of your emergency. Condensation Most of the damp and mould problems reported to us are, in fact, related to condensation.this occurs mostly during cold weather spells, regardless of whether it is raining or not. Condensation appears as black mould on cold surfaces and in places where there is little movement of air. It often forms on north facing walls. Moat will check that there is no water leaking into the property, but if nothing is found you must manage the condensation.there is a lot you can do to avoid condensation. For example: REPAIRING YOUR HOME Produce less moisture Cover cooking pans and avoid kettles boiling for longer than necessary Dry your laundry outdoors, or hang it in the bathroom with the door closed and a window open, or use an extractor fan Vent any tumble dryer to the outside of your home. Ventilate to remove moisture You can ventilate your home without creating draughts: Keep small windows or a ventilator open when someone is in the room Ventilate kitchens and bathrooms when in use by opening windows Close kitchen/bathroom doors when rooms are in use (even if you have an extractor fan) Ventilate cupboards and wardrobes - overfilling them prevents air from circulating. Keep a gap between the wall and furniture so that air can circulate. 3-25
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Insulation, draught-proofing and heat Not only will insulation and draught-proofing keep your home warm, it will also cut fuel bills. When the whole property is warmer, condensation is less likely. Damage to your household and contents caused by condensation will not be covered under our compensation policy if it is proved to have been caused by your failure to adequately ventilate or warm your property. Asbestos We have an ongoing programme of surveys to identify materials that contain asbestos. Provided it is in good condition and remains undisturbed, it can be left in place until the property is refurbished. You can help to reduce risk and protect yourself and our workers by following these guidelines: Don't carry out DIY, such as drilling, sanding, cutting or scraping of any panel, board, wall or surface unless you are absolutely certain what it is made from Call the customer service centre if you suspect you have found asbestos Report any damage or vandalism to your home immediately. Exposure over a period of time can pose a danger to you and your neighbours Please be patient as we work to identify asbestos risks and make them safe, particularly when we are carrying out repairs to your home. 3-26
REPAIRING YOUR HOME SECTION 3 Gas servicing and annual safety check It is a legal requirement that we carry out an annual gas safety inspection in your home. We employ a Gas Safe registered contractor to check and service gas appliances. Unsafe gas appliances can create a risk of carbon monoxide poisoning and it is critical we service your gas heating appliances once every year to ensure this risk does not occur. Please remember that unsafe gas appliances can kill. The contractor will contact you to arrange a convenient appointment. Please co-operate with access arrangements to enable the check to take place. If the contractor is unable to gain access to your home, we will be informed and we will write to you.this may lead to legal action against you. REPAIRING YOUR HOME You must comply with this annual safety check. If you do not allow us access we may have to force entry to your property to service the gas appliances in accordance with Section 54 of the Housing Act 1985. What if we get it wrong on repairs? Our policy on compensating you Our obligation to you is to ensure we meet our legal requirement on claims for compensation and that, where a claim is valid, you receive a fair and efficient settlement. Areas of claims Our policy covers claims relating to the following: Delays in completing repairs that affect health and safety and security (known as Right to Repair) Resident improvements Loss of amenities Costs for alternative heating 3-27
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Economic loss Damage to resident's property. It does not cover: Compensation normally dealt with as part of a claim on our insurance, eg personal injury claims Loss of a service included as part of a service charge Temporary moves Loss or damage to your household goods and contents, which should be covered under your own household contents insurance. We will not pay compensation for: Short-term nuisance caused by building works, eg noise of contractors Neighbour nuisance Stress following any incident or failure of service. Delays in completing repairs (your Right to Repair) The Right to Repair is a contractual right given to all residents. It allows you the right to take action in the case of certain repairs, costing less than a set value, which are delayed compared with published response times. If a repair is not completed within the stated time limit and you notify the customer service centre, a second time limit equivalent to the first will be given to you. If the repair is still not completed within the revised timescale then you are entitled to claim compensation of 10 plus 2 per day for every day the repair remains outstanding up to a maximum of 50. 3-28
REPAIRING YOUR HOME SECTION 3 Before any payment is made, all claims for delays in completing repairs will be investigated to check the following: It must be an emergency or urgent repair that affects health, safety or security The responsibility for the repair must be ours. Compensation will not be payable if: Either of the two cases listed above do not apply The repair was needed because of damage caused by you REPAIRING YOUR HOME We were not informed that the repair was needed Access was not provided or an appointment was not made with the contractor It is really a claim for improvements. Assessment procedure Your claims can be submitted either separately or as part of a formal complaint under our standard complaints procedure. The process: All claims should be assessed within ten days of the initial complaint or claim If your claim is not upheld, you will be advised in writing why it has not been accepted If your claim is upheld and your rent account is in arrears, any payment must be used to offset these arrears first, unless it is to compensate you for damaged property or financial loss incurred You must advise us within two weeks if you do not wish to accept an offer of compensation made in writing to you, or we will assume that full and final settlement has been accepted. Payment will be made in the form of a cheque. 3-29
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Appeals You have the right to appeal if you disagree with the settlement. All appeals must be made in accordance with our complaints procedure and before any payment is made. Your improvements and alterations All residents with secure or assured tenancies have a right to do minor alterations and improvements to their homes, such as fitting a new bath. You must always get our written permission before doing these. The permission letter should set out clearly what has been agreed and with whom and you must keep it for your records. Some types of alteration or improvement also require planning permission or building control approval or both and there are costs involved in getting these. We have the legal power to make you put the property back to how it was to start with if you do work without permission. Compensation for your improvements When you move out of your home you can claim compensation for improvements you have made. Please refer to our compensation policy for full details. We may pay compensation for all or part of the cost of improvements if: You give one month's notice before leaving You got written permission before the improvement was made The improvement is still noticeable and working properly The work improved the property and is acceptable to us. Qualifying improvements include new: Bath or shower Wash-hand basin 3-30
REPAIRING YOUR HOME SECTION 3 Toilet (pan and cistern) Kitchen sink Storage cupboards in bathroom or kitchen Work surfaces for food preparation Space or water heating Thermostatic radiator valves Insulation of pipes, water tank or cylinder Loft insulation REPAIRING YOUR HOME Cavity wall insulation Draught-proofing of external doors or windows Rewiring, or fitting of power and lighting or other electrical fittings, including smoke detectors Security measures (excluding burglar alarms or external security grilles). We are happy to offer you appropriate compensation for all or part of the cost of improvements, so they can benefit future residents, as long as you meet the conditions above. Where you have made alterations or improvements without permission and we find they are unsatisfactory, we will tell you what you should do and confirm this in writing. You will be allowed to do work to put them right at your own expense within a given timescale. Where alterations and improvements were made without permission but are satisfactory, you will still be required to apply for retrospective permission for the alteration or improvement and will not be eligible for compensation. 3-31
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME The lettable homes standard - information for new residents We make sure that all our homes are fit to live in, secure, safe and comply with legal requirements before you move in. We aim for the same good standard of repair for each home.the standards that follow apply to empty properties. Utilities All electrical fittings are tested to comply with current safety regulations. We give you the safety certificate and keep a copy ourselves There are at least two double-switched sockets in the living room, one double-switched socket in each bedroom and one singleswitched socket in the hall.the kitchen will have at least two double-switched sockets, a cooker control point and a switched, fused socket for a fridge We will test the gas system before you move in. Our gas-certified heating contractor will give you safety certificates and we also keep a copy Our heating contractor may need to visit once you have moved in. We will tell you about this when you sign your tenancy agreement The property will have safe and adequate heating. Most of our homes have gas central heating or are part of a communal heating system. Homes that have neither of these have electric storage heaters The plumbing and water system will be tested to ensure it works and does not leak. Cold drinking water from the mains will be supplied to the kitchen sink.taps and stopcocks will turn freely We do not supply you with gas or electricity. You must arrange to get these connected. If the property is without an electricity or gas meter it is also your responsibility to get one installed. 3-32
REPAIRING YOUR HOME SECTION 3 Externally The roof will be safe, secure and wind and watertight The brickwork will be free of graffiti and major cracks and wind and watertight. Air bricks and vents will be free from obstruction Drains, gutters, downpipes and overflows will be safe and secure and free from blockages and leaks Windows will be safe, wind and watertight, and will open and close freely.the frame and glazing will be secure and locks, keys and latches will work REPAIRING YOUR HOME External doors will be secure, will open and close freely, and will be wind and watertight. Locks will work.the front door will have at least one secure lock and we will give you at least three sets of keys. We do not keep keys to homes that we have let. If you lose your keys or lock yourself out you will have to pay for a forced entry and a new lock and keys If a home has an overgrown garden, we will clear it enough to make it accessible and take away any unsafe structures, such as sheds or fences If there is a balcony, it will be free from rubbish and debris. Internally - floors and stairs The kitchen, bathroom and toilet floors will have washable vinyl or similar flooring. It will be clean, undamaged and without trip or slip hazards. We do not provide floor covering in other rooms. You must put down suitable floor coverings to avoid causing a noise nuisance We will remove carpets and carpet grippers left by the previous tenant unless in good condition. Future repair and replacement of all floor coverings will be your responsibility Stair treads, risers, handrails and posts will be secure. 3-33
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Internally - doors and windows The bathroom and toilet doors will have suitable locks Where required, the kitchen will be fitted with an internal fireresistant door with an adequate closing device All doors in the home will be clean, with secure hinges, and will open and close freely Window glass will be intact and secure. Windows will open and close freely. We will only provide security locks to windows at ground floor level or facing pedestrian access, such as balcony walkways. It is your responsibility to fit extra security locks. We will only provide window restrictors at first floor level and above. Internally - kitchen Depending on the size and layout of the property and kitchen, as a minimum there will be: One sink unit with a sink and single drainer One double base unit One double wall unit. Additionally: All units will be in a usable condition. Drawers and doors will open and close freely Work-tops will be clean and sealed where the work-top meets the wall and around the sink The sink will be clean and free from rust and stains and fitted with a plug and chain Taps will be clean and easy to use and will not drip There will be at least two rows of tiles on the walls above the work surface and the sink If there is room, a space will be left for a washing machine and connections will be provided. It is your responsibility to get your washing machine plumbed in 3-34
REPAIRING YOUR HOME SECTION 3 An extractor fan will be provided only where there is no openable window. Internally - bathroom and toilet The bath will be clean and sealed where the bath edges meet the tiling on the walls. It will be secure and will have a plug, chain and secure bath panels The toilet will be clean, secure and easy to flush, with a new seat and lid The wash-hand basin will be clean and secure and will have a plug and chain REPAIRING YOUR HOME Taps will be clean, easy to operate and drip free There will be at least three rows of tiles on the wall around the bath and at least two rows above the wash-hand basin An extractor fan will be provided only where there is no openable window. Internally - walls and ceilings Walls and ceilings will be sound and without damp, large cracks or loose plaster. We try to check plaster, but this can be difficult when walls and ceilings are papered We only decorate in exceptional circumstances, for example if walls are covered in offensive graffiti or mould. It is your responsibility to decorate. We usually provide decoration vouchers to help with the cost. We will tell you about this when you view. Internally - cleaning The property will be free from rubbish.the floors will be swept and mopped if they are washable All sanitary fittings will be de-scaled and chemically cleaned Kitchen units and cupboards will be washed down and left clean. 3-35
SECTION 3 REPAIRING YOUR HOME REPAIRING YOUR HOME Internally - miscellaneous To meet regulations, we check our properties for asbestos and remove or make safe any we find At present, we only install smoke detectors in empty properties that need a complete rewire. We strongly advise that you buy and install battery-operated smoke alarms. You can currently get free smoke alarms and fire prevention advice by calling your local Fire and Rescue. Rechargeable repairs for empty properties: information for residents moving out We aim to inspect properties during the notice period.this is to check the condition before you move out and see if any repairs needed are your responsibility. Where repairs or damage to the property are your responsibility or have been caused by you misusing the property, we will tell you in writing. You will have the chance to do the repairs or pay to get them done yourself. In some circumstances we may take action, such as suspending a transfer application until repairs have been done. If you don't do repairs that are your responsibility, we will charge you for the cost of doing them after you have moved out. 3-36
Money matters SECTION 4
MONEY MATTERS SECTION 4 Money matters Paying rent is important that you pay your rent and service charge on time and in advance. Rent arrears are a serious matter and you risk losing your home if payments are not made. MONEY MATTERS All rent is due a week in advance regardless of whether a resident is in receipt of housing benefit or not.as housing benefit is always paid in arrears residents in receipt of housing benefit are expected to make a small weekly contribution to bring their account into credit. If you prefer to pay monthly in advance, you should contact our customer service centre and we will advise you of the amount you will have to pay. If you are having difficulty with your payments and need help, contact us immediately. Our specialist teams offer help and information on welfare benefits and money advice. Don't leave it too late. How rents and service charges are set Your rent income is vital to us. It is used to: Carry out day to day repairs Provide a management service to you Carry out major repairs. The rent you pay takes into account the size, condition and location of your home. We aim to set rents that are affordable to those on low incomes.this means the rents we charge will be below the local market rates, ie the rent charged by private landlords for properties in the area where you live. 4-1
SECTION 4 MONEY MATTERS MONEY MATTERS Service charges pay for services such as caretaking, cleaning, grounds maintenance, lighting, paths and parking areas, lift maintenance, etc.the service charge is paid in addition to your rent, although you pay both the rent and service charge at the same time. When setting the rent we do not discriminate between residents who are eligible for housing benefit and those who are not.the rent charged is the same regardless of the source or level of your income. The rent for your home will be stated in your tenancy agreement. An annual rent increase is applied from the first Monday in April of each year. We will tell you about this in advance. Service charges are also reviewed annually. It is your responsibility to make sure that the amount you pay is correct and to notify the local authority of your rent increase if you receive housing benefit. Payment methods Paying your rent by direct debit If you pay by direct debit, your rent and service charges are paid to us direct from your bank account.this takes place monthly either on the 1st or 15th of each month, or it may be paid weekly or fortnightly. You will need to complete a direct debit payment form, available from us on request. When your rent is reviewed in April, any changes to the payments will take place automatically.the Direct Debit Guarantee means that changes to your rent or service charges are notified separately to you, giving at least one month's notice, and your bank will refund any amount paid in error. We recommend you choose this method of payment because it is the easiest and most cost effective: It will save you time, as you won't have to make a special trip or call to pay your rent 4-2
MONEY MATTERS SECTION 4 It will be one less thing to remember to pay It will help you to budget for your monthly expenses. If you are currently paying by another method, please consider changing to direct debit. Call us for more information or if you need help in opening a bank account. Paying by debit or credit card You can now pay your rent by contacting us and paying over the telephone. Please have your account and card details to hand.this service should not be a substitute for setting up a direct debit for rent payment. MONEY MATTERS Paying by cheque Please make your cheque payable to Moat and write your customer reference number or property address on the back before posting to: FREEPOST RRCB-HHJS-LXXR Moat Dartford DA2 6QE Post Office payment card (POPS)* If you cannot pay by any of the methods above, we can send you a payment card that allows you to pay cash at any Post Office.There are no forms to fill in and no counter charges to pay. Simply hand the card and your cash to the Post Office worker and the rest is done automatically. PayZone* and Pay Point* You can use your POPS payment card in any retail unit displaying the PayZone or PayPoint sign.there are over 10,000 outlets nationally. There is no charge for this.you just hand the card and the cash or cheque to the assistant. *If you pay by this method, please ensure that your payments are made at least ten working days in advance of the due date, to allow time for the payments to reach your rent account. 4-3
SECTION 4 MONEY MATTERS MONEY MATTERS Internet banking If you have this facility with your bank account, you can make payments online. Our bank sort code is 62 27 56 and our account number is 00000000 (this is the correct number). If you choose to make payment by this method, please ensure you quote your tenant reference in the reference field so the money can be placed on your rent account. Paying via the Moat website You can click on the 'Pay your rent online' icon on the front page of the www.moat.co.uk website and pay by debit/credit card using the allpayments.net facility. Paying by standing order If you wish to pay by standing order, please contact us and we will send you a form to complete and return to your bank. Please note that if you pay by this method, you will need to arrange for the payments to be adjusted in line with changes each April. It is easier to pay by direct debit as charges will be made automatically (see page 4-2). Please always quote your customer reference on all payments to ensure they can be matched to your rent account. Please note: We do not accept cash payments through the post or at any of our offices. To change your payment method please contact us. What will happen if I can't pay my rent? You should contact our customer service centre immediately.the sooner we know about your difficulties the more likely it is that we will be able to help. We want to give you a good and affordable housing service and to do so we need to operate efficiently. Collecting rent due is an important part of this. At the same time, we realise that some people will experience financial problems. We can usually work out a solution, but the deeper you get into arrears, the more difficult it becomes. 4-4
MONEY MATTERS SECTION 4 We take a firm line with residents who do not pay their rent and we may take court action against those who do not pay off their arrears. This can result in eviction. If your rent account is in arrears, we cannot consider you for a transfer until the arrears have been paid. Call us as early as possible if you are struggling to pay; we are here to help you. To try to avoid rent payment problems, we offer free, confidential and non-judgemental support and advice to help you claim benefits and maximise your income. Financial inclusion packs are available for residents covering basic bank accounts, credit unions, contents insurance, debt advice, and information on getting a good deal on energy costs and affordable furniture. MONEY MATTERS Help with welfare benefits Frontline neighbourhood staff are able to offer residents basic housing benefit advice and help with completion of an application form and housing benefit calculation.they can also signpost you to other specialist services. Customers with rent arrears who have an identifiable benefit problem can be referred to our welfare benefit staff. Many people miss out because they do not make a benefits claim. If you think you may be entitled to claim any benefit, or if you have a problem with your current benefit entitlement, please contact us. You can also get benefits advice from these agencies: The Benefits Enquiry Line on 0800 882 200 or www.dwp.gov.uk (the Department for Work and Pensions website) Your local Citizens Advice Bureau - find them in the phone book or through www.adviceguide.org.uk National Debtline gives free, confidential advice to help you solve your money problems. Call 0808 808 4000. 4-5
SECTION 4 MONEY MATTERS MONEY MATTERS Energy saving tips Central heating Turning your thermostat down by 1 C can save up to 10% on fuel bills. Water Turn down the hot water cylinder thermostat to 60 C/140 F.Take a shower instead of a bath - it uses less than half the water. Fit a 'hippo' device in your toilet cistern to save up to three litres of water every time you flush. Some water companies will provide free hippos or other water saving systems for you. Lights Turn lights off when a room is empty. Use natural light as much as possible. If you use a light for an average of four hours or more a day, fit an energy saving light bulb. It will use around a quarter of the electricity and will last ten times longer than an ordinary bulb. Electrical appliances Avoid leaving electrical appliances such as televisions, videos, stereos, cordless phones and electric toothbrushes on standby or charge. First check to make sure this does not affect the performance of the appliance. Fridges and freezers Shut your fridge and freezer doors to stop cold air escaping. Avoid putting hot food into your fridge. Defrosting your fridge and freezer regularly will keep them running efficiently and reduce running costs. Check that the door seals are working properly. Washing machines and tumble dryers Always try to do a full load or use the half load or an economy programme.try to use the low temperature setting unless you have very dirty clothes to wash. Always spin or wring clothes before putting them in the tumble dryer. It is much faster and will reduce costs. 4-6
MONEY MATTERS SECTION 4 Pots and pans Use the right size pan and keep the lids on as much as possible while cooking.the base of the pan should just cover an electric cooking ring. When using a gas cooker you should make sure the flames only heat the bottom of the pan. Use as little water as possible to save energy. Kettles Fill the kettle with the correct amount of water for what you really need. Always make sure the element of the kettle is covered. MONEY MATTERS Letterboxes and keyholes Letterboxes and keyholes can let in draughts. Fit a nylon brush seal or a spring flap and put a cover over a keyhole. These energy saving tips have been adapted from 'No cost and low cost ways to help save energy and money' by the Energy Saving Trust. For further information on energy efficiency and to obtain leaflets on heating, insulation, glazing and lighting in the home call Energy Efficiency on 0845 727 7200 or visit www.est.org.uk or www.saveenergy.co.uk Recycling Remember the three 'R's: Reduce Re-use Recycle. Top tips for recycling: Use your local authority's recycling scheme Make use of the recycling banks provided at supermarkets Try to buy products with less packaging Re-use bags and containers where possible. 4-7
Living in your home SECTION 5
LIVING IN YOUR HOME SECTION 5 Living in your home Gas and electricity Supplies may be connected when you move in, but this is not always the case. It is your responsibility to contact the utility companies a few days before you move in so that everything is working. As soon as you move in, read the meters or ask your gas and electricity supplier to do it for you. Ask for a new account to be set up in your name and a final account to be sent to the previous occupants, so you do not pay for a previous resident's use of power. LIVING IN YOUR HOME Water If the water supply has been turned off, you should find the stopcock and turn it back on. If you cannot find the stopcock, we will tell you where it is. Make a note of its location in case of an emergency. Council tax You must contact your local authority to arrange for payment of council tax. Heating and hot water We will give you instructions on how to use the central heating and hot water system. If you need further assistance please contact us. 5-1
SECTION 5 LIVING IN YOUR HOME LIVING IN YOUR HOME Insurance We provide buildings insurance cover.this does not cover the house contents, such as your furniture or personal possessions. It is important for you to obtain separate insurance cover for home contents. You can take out home contents insurance through the Moat scheme or you can make your own private arrangements.the home contents insurance arranged by Moat is specifically designed for housing association tenants and offers many benefits for Moat residents at a preferential rate.there is also an option to extend the policy to cover broken glass in windows and doors, which are the resident's responsibility. Contact us on 0845 600 1006 for further information. Keys We normally provide a 'Yale type' lock and a mortice lock to your home and also to the main door of the block (if you live in an apartment). Please note that we are unable to keep spare keys in the office. You may want to consider leaving spare keys with a trusted neighbour or friend. If you lose your keys and the locks need changing, you are responsible for arranging a locksmith yourself. Home contents insurance, as recommended by Moat, will cover you against the loss of keys. Household refuse In most areas, the local authority collects rubbish on a weekly basis. Details of the collection days will be available from your local authority offices or ask a neighbour. 5-2
LIVING IN YOUR HOME SECTION 5 Carelessly discarded rubbish attracts rats and other vermin.therefore, your rubbish should be placed securely in plastic bags or wheelie bins and left in the correct place. If you need access to a bin cupboard we will give you a key. Please look after the key; if you lose it, it will be your responsibility to replace it. If you have larger household items that need to be removed, please contact your local authority to arrange this.there may be a charge for the service. Gardens LIVING IN YOUR HOME Residents are responsible for the maintenance and upkeep of their private gardens. In the case of communal gardens, maintenance and upkeep will generally be the responsibility of your local authority or Moat. We will tell you who is responsible for the communal gardens in your neighbourhood. Parking Inconsiderate parking causes problems and we ask all our residents to park correctly. Garages may be available to rent in some areas, although there is frequently a waiting list. Please contact us for further details. Heavy vehicles, boats, caravans or heavy machinery should not be parked outside or near your home. 5-3
SECTION 5 LIVING IN YOUR HOME LIVING IN YOUR HOME Abandoned vehicles We have very strict rules regarding abandoned vehicles. Any untaxed vehicle (or a vehicle which looks unroadworthy) that appears to have been abandoned in our neighbourhoods will be given 14 days notice of removal.the vehicle may then be removed and disposed of.the owner may be liable to pay the cost of removal. Repairs to vehicles Repairs to vehicles outside your home or in the neighbourhood are not permitted. We make an exception in the case of 'reasonable repairs' to your own private vehicle. Pets If you wish to keep a pet, please check the terms of your tenancy agreement or speak to your neighbourhood officer before you get one. It is important that pets do not cause a nuisance or annoyance to neighbours. If this happens, we will ask you to find another home for your pet. For sheltered and supported residents, permission may be granted for a pet, dependent on individual circumstances and the suitability of the accommodation. Rats, mice and other pests If you have a problem with rats, mice or other pests, please report it to the Environmental Health Department at your local authority.they will deal with the problem. Sheltered or supported residents should report any problems directly to the support or scheme co-ordinator. 5-4
LIVING IN YOUR HOME SECTION 5 Aerials and satellite dishes You must seek permission from us before installing an aerial or satellite dish. Some residents have access to communal aerials we supply, with the cost covered by your rent. Permission may also be required from the local authority's planning department. We will advise you about this. Anti-social behaviour Neighbour disputes and nuisance It is your responsibility not to cause, or allow members of your household or visitors to cause, a nuisance of any kind to neighbours, our employees or contractors acting on our behalf. LIVING IN YOUR HOME If a neighbour is causing a nuisance, try to resolve the problem between yourselves.this is usually the quickest and best way to sort things out. If the problem continues, you should contact us. We will ask you to keep a record of what is happening for a period of time and we will then speak to both parties in an attempt to reach agreement. Solutions to disputes usually involve some compromise from both parties. If the disturbance involves a breach of the tenancy or a nuisance in the locality which can be proven in court, we can take action for possession of the property. For a copy of our leaflet 'Tackling anti-social behaviour - together!' please contact us or visit our website: www.moat.co.uk/residentservices/pages/antisocialbehaviour.aspx Noise As with all nuisance problems, the best way to resolve this is to approach your neighbour in a reasonable manner and discuss the matter with them. 5-5
SECTION 5 LIVING IN YOUR HOME LIVING IN YOUR HOME If noise is excessive and repeated, your local Environmental Health Department can take action. Remember, you may be causing disturbance to your neighbour without even realising it. Please be considerate and keep noise volumes down, especially late at night and early in the morning. Racial and other harassment We are committed to equal opportunities and will not tolerate harassment of any kind from residents, their families, or visitors. If you have been subjected to any kind of harassment, whether verbal or physical, please contact us and we will investigate the matter urgently. We will take legal action to evict any resident found causing or allowing harassment. Harassment of staff or contractors may result in eviction. This includes abusive language on the telephone or threatening behaviour. Moving home There are many things to remember and do when you move home.the information on page 2-4 in section two of this handbook explains what you need to do and what Moat will do when you decide to move out. 5-6
Getting involved SECTION 6
GETTING INVOLVED SECTION 6 Getting involved Getting involved - an invitation to residents At Moat we are committed to involving residents in every activity and at every level.there are opportunities for you to get involved in the planning, delivery and monitoring of our services, and also in the strategic direction of the organisation. Resident involvement is vital to improving our services and it brings many benefits: GETTING INVOLVED Services are more likely to meet your needs You are more likely to be satisfied with our services and the neighbourhood you live in Involvement could lead to a better understanding of the constraints Moat works within You can gain new skills, new friends and help to make a difference for all residents. Keeping you informed Our residents' newsletter, Home News, is sent to all Moat residents four times a year. It contains information on services and policies and news from many of the areas where we work. Residents and staff meet regularly to agree the content for each edition.the September edition each year features a report showing how Moat has performed over the year. We also produce leaflets on our key service areas, so you know what you can expect from us.the newsletter and leaflets can be made available in large print, on audio cassette or translated into different languages on request. 6-1
SECTION 6 GETTING INVOLVED GETTING INVOLVED Asking for your views There are many ways you can get involved as an individual and we always need feedback. Residents' Panel You can join the panel and take part in postal or telephone interviews about the services you receive throughout the year. If you are interested, please ask for a copy of our Residents' Panel leaflet, which explains how you can join. Residents' satisfaction survey We carry out a sample survey of all our residents every three years asking for views on each aspect of our services.this tells us how we are performing and helps us to plan future services. Local meetings We hold local meetings, roadshows and estate inspections to ask your views on cleaning and gardening, repair improvement programmes and the management or maintenance of your neighbourhood. Personal letters and questionnaires We will write to you asking for your views on any major changes to the maintenance and management of your home. We also seek feedback when you have received a service from us. We do this through postal, web-based or telephone questionnaires. Board membership Moat is controlled by a Board of Management. Board members come from all sections of the community, including residents. By becoming a Board member, residents can help to improve services for all residents and also gain new skills and experience. An induction course and training is provided for all Board members. 6-2
GETTING INVOLVED SECTION 6 Resident Board members are selected through a formal recruitment process. Getting involved together Committees Residents sit on the following committees: Housing and Customer Services Committee GETTING INVOLVED Finance and Corporate Services Committee Growth and New Initiatives Committee. Residents' associations and community groups We encourage residents to set up community groups and residents' associations to tackle local issues or carry out community projects. Some funding and support is available from the Moat community development team. Residents of Moat's sheltered and supported homes are able to get involved in our services in a number of ways: In the East we have the Older Persons Working Group (OPWG), which meets every four to six weeks.this group is open to anyone who is over 55 whether a sheltered resident or from our general needs properties. Within Swale, Bexley and Ashford the Tenant Involvement Group (TIG) meets every three months.these meetings are open to those receiving floating support as well as Moat residents. In West Kent there is a Client Involvement Group (CIG) open to all clients in the West Kent area, whether from our schemes or receiving floating support.these meetings take place on a quarterly basis. The dates, times and venues for meetings vary. For information on these meetings please call our customer service centre. 6-3
SECTION 6 GETTING INVOLVED GETTING INVOLVED By working together as a group you can make a real difference to your neighbourhood. A group has a stronger voice than an individual and other organisations are more likely to listen to you. We provide support and funding to groups. However, you do need to have a formal constitution. We can help with organising meetings and events, producing newsletters or flyers or putting you in contact with other agencies or authorities. Area groups In each of our regions we have an area group made up of residents. These groups meet on a regular basis to discuss specific issues affecting their area.this includes monitoring local services, involvement in planned maintenance programmes and involvement in the recruitment of new Moat staff.you are eligible to join the local group in your area. The area groups are: SARA (South Area Residents' Association) LARA (London Area Residents' Association) MERA (Moat East Residents' Association) PHERA (Pollards Hill Estate Residents' Association). Support Users' Involvement Group This group is for residents with physical disabilities, learning disabilities or mental health problems. Moat Residents' Forum Members involved in each of our area groups and the support service users' group are nominated to join the Moat Residents' Forum.This forum is involved in policy and strategy, the selection of major contracts and proposed changes affecting all residents. Residents' conferences We organise a conference for all residents every two to three years. Residents are involved in planning the conference, deciding the venue, and the purpose and programme for the event. 6-4
GETTING INVOLVED SECTION 6 We also work with other housing providers in organising local housing conferences. Support for residents Residents who get involved in Moat's groups and activities receive training and support from our community development team. All travel expenses, phone calls and carer's costs can be claimed and reimbursed from Moat. We also offer access to and support with printing, photocopying, word processing and office meeting rooms. GETTING INVOLVED Have we got it right? We monitor levels of interest with different ways of being involved and will always consider new ideas. We will encourage greater involvement by young people, people from black and ethnic minorities, leaseholders, shared owners and Moat residents living in homes outside of neighbourhoods where we manage considerable numbers of properties. Are you interested? For more information contact the community development team in your area on 0845 600 1006. Your neighbourhood We want to provide homes in neighbourhoods where people want to live and where you can enjoy a good quality of life. Our community development team will work with you and local partners to develop networks of support and help to improve the quality of local services. Our approach to neighbourhood quality of life In areas where we have a large number of homes, or where you or Moat believe the neighbourhood needs to improve, we will work with you to identify the changes you would like to see. Sometimes we carry 6-5
SECTION 6 GETTING INVOLVED GETTING INVOLVED out surveys to identify what your needs are, but our plans are always carried out in partnership with you. Examples of the type of work we get involved in are: Crime and community safety initiatives - making your neighbourhood a safer place to live. We have helped to fund community wardens and work closely with local police. Working with young people and children - linking up with other agencies to improve the range of activities and events available, helping to fund youth workers and carrying out projects with young people are just some of the things we do. Environmental projects - new fencing, landscaping, art projects and other initiatives aimed at helping to increase pride in your local neighbourhood. Increasing prosperity - through training, learning, employment and financial initiatives. Residents' resource centres A number of Moat resource centres have been set up in partnership with residents.these provide advice, information about our services and other community services. Reaching everyone We want to ensure we reach all sectors of the community and that our community development activities reflect the diversity of residents. Our aim is that no one is excluded, and we provide different options for people, such as translators, literature in a range of formats and disabled access at all offices. Please refer to the section on our approach to equality and diversity (section one). Finding out more If you are interested, please contact our customer service centre. 6-6
Further information SECTION 7
FURTHER INFORMATION SECTION 7 Further information Keeping information about you - confidentiality Any information we receive about residents in our properties is treated as confidential and is not disclosed to any third parties. It is important to recognise, however, that Moat employees may have a legal obligation to provide information. Working successfully in partnership with other organisations to provide care and support to individual residents also sometimes means sharing information. FURTHER INFORMATION Certain bodies or agents are entitled to receive personal information on a need to know basis, without the consent of the individual resident it concerns.they include: Local authority housing benefit teams examining claims, appeals and possible fraud Social Services investigating possible child abuse under The Children's Act 1989 The police - to assist criminal investigations or anti-social behaviour claims. Under no circumstances will Moat staff or volunteers discuss confidential details about one resident with another resident, relative or member of the public. Recording of information Only relevant, accurate and up to date information will be recorded. Your files All residents and applicants will have an electronic file where information about them and their household will be recorded. 7-1
SECTION 7 FURTHER INFORMATION FURTHER INFORMATION Information stored in these files and any personal information on a computer will be held in accordance with the Data Protection Act 1998. Exceptional circumstances In certain exceptional circumstances, factual information may be disclosed to third parties without authorisation or legal requirement if withholding that information represents a danger to the resident, their household, their family, a member of staff or a member of the public. It is important that only factual information, not opinion, is shared. If such action is deemed necessary, the staff concerned will obtain authorisation from their line manager. Access to information You have the right to see any information about you, whether held in a paper file or on computer, in accordance with the Data Protection Act 1998. Appeal If you are unhappy with information kept on file, or feel that your confidentiality has been breached, you should make a complaint using our complaints procedure. For a copy of our Complaints leaflet, please contact us or visit our website. Our complaints policy We define a complaint as an expression of dissatisfaction about an action, lack of action or the standard of a service provided, whether the action was taken or service provided by Moat itself or a person/organisation acting on our behalf, including staff and contractors.this could include dissatisfaction with any of the following: 7-2
FURTHER INFORMATION SECTION 7 The length of time taken to respond to a request for a service or for information Not communicating our decisions effectively The quality of service provided The attitude or behaviour of one or more of our staff. We have policies and procedures that detail the standards we expect in all areas of work, such as repairs or action to recover rent arrears. We also have certain legal obligations. If we do not act in accordance with our policies or legal duties, this is cause for complaint. FURTHER INFORMATION The first time you report something, request a service or ask for information is not a complaint. Our complaints procedure starts to apply only after we have given our initial response or made the first attempt to manage the matter for you. We have special procedures for reporting neighbour nuisance. If you are a resident having problems with a neighbour, please call our customer service centre. Our staff are responsible for advising you of your right to make a complaint and will always do so where you believe you have reason to complain. Who can complain? Anyone using or affected by Moat's services can make a complaint. How do I complain? There is a three stage process. We will do our best to resolve complaints at the first stage. It is important that you follow each stage in turn, so we can make sure your complaint is treated fairly. At any time during the process, you are entitled to use the help of a representative. This may be a family member, friend or professional adviser acting in a personal capacity. Your representative may assist you and attend meetings with you, if you wish. 7-3
SECTION 7 FURTHER INFORMATION FURTHER INFORMATION Stage one You can make an initial complaint by phoning our customer service centre, writing to us, sending us an email, visiting any of our offices, filling in a complaints record form, or in person to a member of staff.the complaints form is available from us, on request or from our website at www.moat.co.uk Your complaint will be recorded and we will carry out an investigation. Every effort will be made to resolve the complaint at this stage.the target timescale for responding to complaints at this stage is ten working days. Stage two If you are unhappy with the response to your complaint, please contact us. At Stage two your complaint becomes the responsibility of senior management. A senior manager will investigate and will try to resolve the matter with you.the target timescale for resolving complaints at this stage is ten working days. Stage three If you are still not happy, you may choose to appeal.your complaint will then be considered by a panel of two Moat Board members (one of whom should be a resident) and a member of Moat's Executive Team.Your appeal must be sent to us in writing. A meeting will be arranged within four weeks where you will be invited to explain the nature of your complaint. If you wish to attend the meeting, you have the right to bring someone to represent you. We will consider requests to reimburse reasonable claims for travel and adult care and childcare costs, if this makes it easier for you to attend.you will be notified of the final decision in writing within five working days of the appeal panel hearing. Housing Ombudsman Service If you are still not satisfied with the response following all three stages, you can contact the Independent Housing Ombudsman.The Ombudsman service is a publicly funded body which oversees all housing associations and ensures that they act fairly and reasonably.the Ombudsman will only consider complaints once all three stages in this 7-4
FURTHER INFORMATION SECTION 7 policy have been completed.they will notify you directly of their findings. Housing Ombudsman Service 81 Aldwych London WC2B 4HN Telephone: 0207 421 3800 Fax: 0207 831 1942 Lo-Call: 0845 7125 973 Email: info@housing-ombudsman.org.uk Anti-social behaviour (ASB) FURTHER INFORMATION Our approach to dealing with anti-social behaviour and nuisance Anti-social behaviour covers a wide range of problems, including behaviour that is capable of causing nuisance or annoyance to an individual or the wider community.tackling anti-social behaviour is a challenge for all social landlords and one that we are determined to meet. We will work in partnership with you and other agencies to resolve situations where people's lives are being affected by the unacceptable behaviour of others. We take reports of anti-social behaviour very seriously and we are prepared to take a tough stance. We will not let the actions of a few ruin the efforts of most people, who want to live their lives in a pleasant, peaceful and safe environment.we recognise that sometimes legal action is appropriate and necessary. What you should do if you have a complaint about your neighbours If you have a complaint about someone living near you, you should first try to resolve the problem directly with them before you contact us, if you feel comfortable doing this.talking to the person and explaining the situation can help them to understand the impact it is having on you and the discomfort it is causing. Efforts to compromise and to see each other's point of view often go a long way towards resolving the problem harmoniously between yourselves. 7-5
SECTION 7 FURTHER INFORMATION FURTHER INFORMATION What you should do if the problem remains unresolved If you have tried talking to the person and this has made no difference, you should call us to discuss how to deal with it. The level of our involvement will depend on your situation. This can vary from practical advice to legal action against the person causing the nuisance. We will listen to your views and agree an action plan, clearly outlining what will happen next. If the problem is noise nuisance, you should report it to the Environmental Health Department at your local authority as well as to Moat. Local authorities have a duty to take reasonable, practical steps to investigate complaints of noise nuisance. They use equipment to measure the level of noise and make an accurate recording, which may be used as evidence in court against the perpetrators. The local authority can also issue a noise abatement notice. Failure to comply with a notice can lead to a fine or removal of the equipment creating the noise. What needs to happen to follow this through? We will probably ask you to keep a written record (diary sheets) of all incidents of anti-social behaviour. This is important, as your written record of what happens and when will help us assess the impact on your household and the neighbourhood. A record of every incident should be made immediately or as soon after the event as possible. There are several ways we can tackle the anti-social behaviour, including: Mediation Acceptable behaviour contracts (ABCs) and parental control agreements Estate action plans Referral to our housing support services, or other agencies. If these fail to stop the problems, or the case is serious enough, we will apply to the courts. If we decide to take legal action, we will need to present written records and statements from witnesses as evidence in court. 7-6
FURTHER INFORMATION SECTION 7 Legal action does not necessarily lead to the perpetrators being evicted. We have several 'controlling' options available to us, such as: Anti-social behaviour injunctions (ASBIs) Demoted tenancies Anti-social behaviour orders (ASBOs) Parenting orders. We may also work closely with the police and local authority, which can lead to: Noise abatement notices and seizure of equipment FURTHER INFORMATION ASB closure orders Drugs closure orders. As a last resort, or where the behaviour is persistent, we may apply for possession proceedings (eviction). Supporting you You may worry that appearing as a witness in court will be intimidating. You may also find waiting a long time to resolve the anti-social behaviour extremely frustrating, especially if the person causing the problems lives close to you. Moat will support you throughout and, where appropriate, provide extra support. If you need help If you feel in danger at any time, you must call 999 immediately. Acts of intimidation, vandalism, fly-tipping, graffiti spraying, etc, must also be reported to the police and to Moat. We will make sure you have a direct contact telephone number in case you need to get in touch at any time during office hours. Our customer service centre is also available to help if you have queries regarding the completion of the written record or understanding the action plan made. 7-7
SECTION 7 FURTHER INFORMATION FURTHER INFORMATION Useful contacts We have listed here some organisations and websites that you may find useful. All telephone numbers in this section are correct as at September 2009. Victim Support Victim Support is the national charity which helps people affected by crime in England and Wales.They give free and confidential support to help you deal with what you have been through as avictim or witness, whether or not you report the crime to the police. 0845 30 30 900 Citizens Advice Bureau - Advice Guide For advice on benefits, employment, debt, education, the legal system and health. www.adviceguide.org.uk Equality and Human England - race, age, gender, Rights Commission sexual orientation, religion The Equality and Human Rights and belief and human rights Commission champions equality and 0845 604 6610 human rights for all, working to eliminate discrimination, reduce England - disability inequality, protect human rights and Mon,Tue,Thu, Fri 9am-5pm; build good relations, ensuring that Wed 9am-8pm everyone has a fair chance to 08457 622 633 participate in society. www.equalityhumanrights.com Association of British Credit Unions (ABCUL) Find out how easy it is to save with a credit union, how little a credit union loan costs, how to start up a new credit union, and information about 0161 832 3694 ABCUL itself. www.abcul.org 7-8
FURTHER INFORMATION SECTION 7 Department of Work and Pensions This is the government department that deals directly with all benefits. It also holds details of local benefit 0800 88 22 00 offices. www.dwp.gov.uk Gingerbread This charity offers practical and Mon,Tue,Thu, Fri 9am-5pm emotional support to lone parents Wed 9am-8pm and their children and campaigns 0800 018 5026 on their behalf. www.gingerbread.org.uk FURTHER INFORMATION Homes and Communities Agency/Tenant Services Authority The Homes and Communities Agency is responsible for investing public money in housing associations 0300 1234 500 and for protecting that investment. www.homesandcommunities.co.uk The Tenant Services Authority is the body responsible for regulating 0845 230 7000 all housing associations in England. www.tenantservicesauthority.org Gas Escape call 0800 111 999 Samaritans - 24 hour line The Samaritans provides confidential, non-judgemental emotional support, 24 hours a day, for people who are experiencing feelings of distress or despair, including those which may lead 08457 90 90 90 to suicide. www.samaritans.org 7-9
SECTION 7 FURTHER INFORMATION FURTHER INFORMATION Domestic violence Woman's Aid is the national domestic violence charity, helping up to 250,000 women and children every year. It works to end violence against women and children, and supports over 500 domestic and sexual violence services across the country. Childline Childline is the free, 24 hour helpline for children and young people in the UK. Children and young people can call the helpline about any problem, at any time, day or night. Childline's counsellors are there to help you find ways to sort things out. RSPCA There are now 323 uniformed RSPCA inspectors and 146 animal collection officers in England and Wales, working round the clock to save animals in distress. Shelter Shelter is a national organisation with local offices, working to improve the lives of homeless and badly housed people.they provide free, professional and independent advice to over 170,000 people each year throughout England and Scotland. 24 hour National Domestic Violence Helpline: freephone 0808 2000 247 0800 1111 www.childline.org.uk Cruelty Line: 0800 1234 999 www.rspca.org.uk 0808 800 4444 - Seven days a week, 8am until midnight www.shelter.org.uk 7-10
FURTHER INFORMATION SECTION 7 Relate Relate offers a wide range of services for couples, families and individuals.they support people through all stages of their relationships. You can access their support on your own or with others, face-to-face, on the phone or on the internet. 0845 130 4016 www.relate.org.uk FURTHER INFORMATION 7-11
moat Moat Mariner House Galleon Boulevard Crosssways Dartford Kent DA2 6QE 0845 600 1006 www.moat.co.uk customer@moat.co.uk