Resident Handbook - Spectrum Housing Group

RESIDENTS
handbook

Dear Resident,
This handbook has been produced to give you information about the policies and services
provided by us. It gives you an up-to-date guide to all our policies and procedures as well as
useful information about your home.
We hope that your handbook will prove invaluable as well as give you answers to any
questions you might have. The handbook has been designed in an “easy to use” format that
allows you to insert additional and updated information sheets which can be found on our
Website. We will also keep you informed of any changes in our residents’ quarterly
newspapers.
Spectrum is proud of the services we provide and are always striving to improve our services
and performance wherever possible. We hope you will find this handbook a useful and
practical part of our services.
Yours sincerely
Stuart Davies
Neighbourhood Services Director
This leaflet is available in other languages,
Braille or large print on request.
2012 Version 12
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2012 Version 12
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Resident Handbook
Contents
Page Number
Who Are We
Spectrum Housing Group - Who We Are 4-6
Where We Have Homes 7-9
Customer Services
Customer Service Charter 10-17
How to Complain 17-19
Claiming Compensation 20-23
Equality and Diversity 23-26
About the Information We Hold About You 27-31
Your Rent and Service Charges
Rent and Service Charges 32-33
Rent Payments and Arrears 34-36
Housing Benefit Evidence 37-39
Managing Your Home Finances 40-43
Repairs, Maintenance and Improvements
Relet Standard, Gas Servicing and Repairs 44-48
Gas Safety for You and Your Family 49-50
Aids and Adaptations for Your Home 51-53
Making Improvements and Alterations to Your Home 54-56
Policy Resident Recharges for Maintenance Works 57-61
Estate Management
Estate Management 62-65
Anti-Social Behaviour 66-74
Harassment 75-77
Domestic Abuse 78-81
Pet Ownership 82-85
Resident Involvement
Resident Involvement 86-87
Consulting with Residents 88-90
Local Offers 91-92
Moving House
Ending Your Tenancy 93-94
Mutual Exchanges 95-97
Buying a Home 97-98
Other Information
Handy Hints: Plumbing 99-102
Handy Hints: Electrical 103-106
Handy Hints: Pests 107-110
Handy Hints: Condensation 111-112
Handy Hints: Kitchens 113-114
Other Useful Information 115-119
Getting the best deal for your gas and electricity 120-121
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Spectrum Housing Group – Who we are
Western Challenge Housing Association (WCHA), Signpost Housing Association and Care
Partnerships and Medina Housing Association are all subsidiaries of Spectrum Housing
Group. The Associations are all independent landlords which exists to provide affordable
good quality homes for rent and sale. Between them they manage some 15,000 properties
for rent and sale across the south of England and also in the Midlands.
What are the Associations’ legal status
WCHA was originally set up in 1977 and is an exempt charity registered under the Industrial
and Provident Societies act 1965 (Register No 19312R).
Signpost Housing Association (originally North Dorset Housing Association) was formed in
1989 as a developing association and in September 1994 purchased 2,881 homes from
North Dorset District Council under the large-scale voluntary transfer regime. Following
diversification into market renting and contracting, a group structure same into effect on 1
December 1999. The Association is now an exempt charity and is registered under the
Industrial and Provident Societies Act 1965 (Registration number 28960R)
Signpost Care Partnerships’ was formed in 1999 as a specialist housing association
providing supported housing for a wide range of client groups; including people with physical
disabilities, learning disabilities, vulnerable young adults, people with mental health issues,
people with drug and alcohol issues, people suffering domestic violence. It is an exempt
charity registered under the Industrial and Provident Societies Act (Registration number
28957R).
Medina Housing Association (originally Medina Borough Council) was formed under the
large-scale voluntary transfer regime in the 1990's. The Association is now an exempt charity
registered under the Industrial and Provident Societies Act 1965 No. 26517R.
Foyer for the Island is a subsidiary of Medina Housing Association which provides
accommodation, training and support for young people aged between 16 and 25. The Foyer
is a registered charity, No. 1077882
All the Associations are registered with the Homes and Communities Agency (HCA).
What is the Homes and Communities Agency
The Homes and Communities Agency is the national housing and regeneration agency for
England. They provide investment for new affordable housing and to improve existing social
housing, as well as for regenerating land.
They also regulate the activities of Registered Providers (Housing Associations).
How are the Associations run
Overall responsibility lies with the Associations Boards of Management, which are
specifically responsible for policy and long-term strategy. However day-to-day operations
are the responsibility of paid staff headed by the Group Director of Operations.
The Associations Boards of Management meet as a Common Purpose Board which is
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esponsible for governing the Associations., The Common Purpose Board is made up of
people who have experience in either housing management or property development plus
other support skills needed o run a business e.g. accountancy, information technology,
personnel etc. There are also four tenants of the Association on the Board who are elected
from a wider tenants’ federation.
What sort of homes do we have
The Associations have a variety of homes to suit many different people’s needs:
• General rented homes for single people and families
• Sheltered homes for older people, referred to in North Dorset as Independent
Living
• Supported homes for people with a variety of support needs
• Key worker accommodation specifically for doctors, nurses, police, teachers
and other workers in important service areas
• Shared ownership home where people can buy part of a home and pay rent
for the rest.
• Market rented homes
Where are Spectrum’s key areas of operation and offices
The subsidiary Associations have property in ownership/management in over forty local
authority areas mostly across the South West and West of England.
Western Challenge’s stock is managed from the Spectrum Head Office in Christchurch,
Dorset. Medina’s stock is managed from Newport on the Isle of Wight and Signpost Housing
Association and Signpost Care Partnerships’ stock is managed out of Blandford and Exeter.
Student and Key Worker services are managed from regional offices in Cheltenham,
Leicester, Poole, Bournemouth, Newport IoW, and Reading.
Our Vision:
Great neighbourhoods, homes and services and a great place to
work
Our Core Objectives and Values:
One organisation
A shared culture of excellence across the Group where our staff are valued as our
most important resource and with a commitment to equality, diversity and growth
running through everything we do.
Residents at the heart
The interests and wellbeing of our residents and other customers are at the heart of
our activity; regular consultation and involvement allow services to be routinely
modified to suit residents’ individual and changing needs. These are the cornerstones
of our approach to co-regulation of business by our boards and residents
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Working communities
The creation and maintenance of partnerships that create successful, mixed
neighbourhoods that promote self-sufficiency, learning, employment and encourage
local decision-making.
Our Strategies:
1. To build and maintain high quality homes
2. To create a culture and reputation for excellence and innovation
3. To deliver high quality services to customers and neighbourhoods
4. To invest in Spectrum people
5. To grow efficiency and unlock value
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Where the Associations Have Homes
Homes to Rent
General Needs
Housing for rent to single people, couples and families. Nominations for this housing are
through the Local Authority or through Western Challenge’s own waiting lists.
Housing for Older People
Specialist housing for rent to elderly people usually with support staff and sometimes
communal facilities. Nominations for this housing are through the Local Authority or through
Western Challenge’s own waiting lists.
Supported Housing
Specialist housing for rent to people with a range of special needs including people with
learning disabilities, physical disabilities, drug and alcohol issues, young vulnerable adults,
victims of domestic violence. Residents benefit from a range of support packages, provided
by our external support partners, tailored to meet their own specific need. Nominations for
this housing are through the appropriate Local Authority and there are local referral
agreements in place.
NHS Keyworker Accommodation
Low cost, serviced accommodation specifically for Doctors and Nurses situated on or close
to NHS Trust sites in major cities and towns. Nominations for this housing are through the
NHS Trust.
Student Accommodation
Accommodation specifically for students situated close to a number of Universities in major
cities and towns. Nominations for this stock are through the Universities.
Market Rented Accommodation
This accommodation is not social housing as it is let at local market rent levels
Homes to Buy
Shared ownership (SO)
Housing for sale on a shared equity basis to single people, couples and families.
Leasehold homes for elderly persons (LSE)
Housing for sale (leasehold) to elderly people with support staff and communal facilities.
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Local Authority Office Waiting list Homes to rent Homes to buy
GR SH SU NHS SO LSE
Bath and NE Bristol √ √
Somerset
Bournemouth Christchurch
√ √ √ √ √
Blandford
Bristol Bristol √
Christchurch Christchurch
√ √ √ √
Blandford
Dorchester Poole √
East Devon Exeter √ √ √
East Dorset Christchurch
√ √ √
Blandford
Eastleigh Christchurch √ √
Exeter Exeter √ √ √
Fareham Christchurch √
Gloucester Gloucester √
Isle of Wight Newport √ √ √ √ √ √
Kennet Bristol √
Leicester Leicester √
Mendip Bristol √ √ √
Mid Devon Exeter √ √ √
New Forest Christchurch √ √ √
North Dorset Blandford √ √ √ √
North Wiltshire Bristol √ √ √ √
Plymouth Exeter √ √ √ √
Poole Christchurch √ √
Poole
√ √
Blandford
Portsmouth Christchurch √
Purbeck
Christchurch
√ √ √
Blandford
Reading Reading √ √
Salisbury Christchurch √ √ √
Sedgemoor Bristol √
South
Bristol √ √ √
Gloucestershire
South Hams Exeter √ √ √ √
South Somerset Blandford √ √ √ √
Southampton Christchurch √ √ √ √
Swindon Bristol √ √
Taunton Dean Bristol
√
√
Exeter
Teignbridge Exeter √ √ √
Test Valley Christchurch √ √ √
Torbay Exeter √ √ √
Winchester Christchurch √
West Devon Exeter √
West Dorset Blandford √ √ √
West Wiltshire Bristol √ √
Weymouth and
Portland
Blandford √ √ √
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Key for above table:
GR – General Rented
SH – Sheltered Housing (also known as Housing for Older People and Independent
Living)
SU – Supported Housing
NHS – Housing for Keyworkers and Students
SO – Shared Ownership
LSE – Leasehold properties for older people
For information about availability of homes to rent or buy please call us.
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Customer Service Charter
Introduction
Our approach is based on the belief that our customers expect our homes and services to be
of the highest quality and provide excellent value for money. This Customer Service Charter
sets out the basic service performance our customers can expect from us. Underpinning this
charter are two pledges:
Service Pledge
We will work to ensure that:
• Our customers are treated with respect and have the same rights and ability to
access the services we provide, irrespective of gender (and gender
reassignment status), background (e.g. gypsies and travellers, asylum
seekers), race, colour, ethnic or national origin, faith, sexual orientation,
marital/civil partnership status, age, disability, social position, politics, trade
union membership or social disadvantage.
• We understand the individual nature of our customers through keeping up to
date information and using different forms of research to identify their needs
and aspirations.
• Our customers have choice in the way our services are delivered and over the
look of their home within our normal business constraints.
• Our customers understand their rights and our responsibilities, the level of
service they should expect from us and what to do if they are unhappy with
the way we perform.
• Our customers have access to regular sources of information about how we
are performing and how well our performance compares with other Housing
Associations.
• All of our customers have a variety of opportunities to be actively involved in
the shaping of our services and their neighbourhoods.
Accountability Pledge
We will:
• Place customers at the heart of what we do in all aspects of our work,
including their needs, priorities and aspirations in our plans.
• Involve customers in the management and control of the Association by
having:
- Customers on our Board of Management
- Regionally based Panels that consider issues that are important to
customers and Resident Associations in that area.
• Involve customers in reviews of our performance and our policies.
• Review the way customers are involved in the management and decision
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making at the Association and together with our customers, make changes
when necessary.
Fair treatment for all
Our approach to equality and diversity is contained in our Equality, Diversity and Inclusion
policy and is described in our leaflet on Equality and Diversity. We aim to ensure that
everybody is treated fairly and has equal opportunity to access our homes and to receive the
services and employment opportunities we offer.
We will:
• Arrange interpretation and translation services if you need them.
• Arrange for signing or Minicom services if you have difficulty hearing.
• Provide our documents and leaflets in Braille, large print or other languages
on request.
• Provide information in the form of pictorial formats or in other ways to meet the
individual needs of customers with learning difficulties.
Access to our services
The information that follows is our approach to service delivery to our customers.
Office Hours:
We will keep our main offices open during the following hours:
8:30am – 5:00pm – Monday to Thursday (excluding Public Holidays).
8.30am – 4.30pm Friday
We will maintain a full telephone service during the following hours:
8:00am – 6:00pm – Monday to Friday (excluding Public Holidays).
We will maintain an “emergency repairs only” telephone service during the following hours:
6:00pm to 8:00am – Monday to Friday.
All day Saturday, Sunday and Public Holidays
When you phone us (0800 783 7837 or 0300 777 7837 for mobile phone users):
We have a commitment to:
• Deal with most enquiries through the phone
• Answer telephones within 20 seconds during office hours.
• Greet the caller in a welcoming positive tone.
It is our intention to deal with most enquiries at the time of your first call. If we can’t we may
need to take a message and ask a member of staff to call you back. Messages will be dealt
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with as follows:
• Messages and telephone calls will be returned on a priority basis.
Immediate response – same working day.
Urgent response – end of the next working day.
• If the caller cannot be contacted by telephone a written response will be sent
within 3 working days.
When you send us a letter, fax or an email for any enquiry or request:
We will:
• Date stamp all letters on receipt.
• Acknowledge letters and emails within 5 working days. If we cannot give you
a full reply at that time, we will let you know when we will be able to.
• Respond in your preferred way if you have expressed a preference to us.
• Write clearly and precisely in all our communications to customers.
When you visit us:
We will:
• Open our offices and have adequate staff during office hours.
• Immediately greet visitors to the office with staff who are trained in customer
care and have knowledge about the likely range of enquiries.
• See you within 5 minutes if you have made a prior appointment.
• See you within 10 minutes if you have not made a prior appointment.
• Keep the reception area clean and tidy.
• Keep leaflet racks and notice boards up to date and maintained.
• Provide confidential interview facilities for all visitors.
• Have child and adult diversions available
• Allow you to be accompanied by an advocate, friend or relative when we
meet.
When we visit you:
We will:
• Visit you in your home within 10 working days of you requesting us to visit.
• Let you know at least 2 hours in advance when exceptional circumstances
requires us to cancel an appointment and offer an alternative appointment.
• Discuss things clearly with you and any advocate, friend or relative of your
choice if you wish.
• Provide identification when we visit.
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• Confirm any outcomes and actions to you in writing within 10 working days of
our visit.
Moving into your new home:
We will:
• When you apply for a home we will acknowledge your request within 5
working days.
• Provide help to fill in the application form.
• Visit you to discuss any questions you may have when we offer you a home.
• Advise you in writing of the tenancy start date, rent and property type.
• Arrange for you to visit your new home before you move in.
• Give you a Handbook of our services when you move into your home.
• Visit you in your new home 6 weeks after you move in to check everything is
OK.
Mutual exchanges
A mutual exchange is where you swap properties with another tenant. When we receive your
request we will;
• Send you information about the process
• Respond to your application for a mutual exchange within legal limits of 6
weeks
Further information can be found in our leaflet ‘Mutual Exchanges’
Applications for Right to Buy or Right to Acquire
If you are a secure tenant, you may have a Right to Buy your home. Right to Acquire is a
different scheme where you can get a discount to buy the home you live in. Further details
can be found in our leaflet ‘Buying a Home’. When you contact us about either scheme we
will;
• Provide you with helpful information on the scheme
• Process your application within legal time limits (between 4 and 8 weeks
depending upon your circumstances)
When we collect your rent and service charges:
We will:
• Send you a statement of your account quarterly
• Send additionally requested statements to you within 7 working days
• Inform you of any outstanding debt on your account within 14 days of it
occurring
• Help you with benefit applications
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• Offer you a number of different ways of paying your rent and other charges
Further information can be found in your handbook or in our leaflet ‘Rent Payment and
Arrears’.
Inspecting your Estate
If you live on an estate, we will
• Carry out an inspection at least every quarter
• Publish the results of the inspection quarterly
When you report anti-social behaviour:
Every reported case will be recorded and assessed to determine whether it constitutes antisocial
behaviour. After this initial assessment, the behaviour will be given a Priority Category.
This will determine the timescale for response. We will endeavour to respond as follows:
• Priority 1 (including harassment) – respond within the same working day
• Priority 2 – respond before the end of the next working day
• Priority 3 – respond within 5 working days
More details of our approach to anti-social behaviour and the different priorities can be form
in our detailed leaflet.
When you report a repair:
We will attend to repairs as follows:
• Emergency repairs are those where there is genuine danger to life and limb
or the likelihood of major damage to the property. We will attend and ‘make
safe’ within 24 hours.
• Urgent repairs will be completed within 7 days
• Routine repairs will be completed within 28 days
• Offer you an appointment for urgent and routine repairs and confirm this to
you in writing
Examples of our repair responsibilities can be found in your resident’s handbook or in our
detailed leaflet on repairs.
Major repairs and improvements:
We will:
• Publish an improvement programme to residents each year
• Consult with you about any options and choices there may be.
• Send you a survey after work has been completed to find out how satisfied
you are with the work carried out
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Gas Servicing:
Gas appliance servicing is an important safety aspect of our standard service to customers. If
you rent your home (i.e. are NOT a leaseholder or shared owner), we have an obligation to
service your gas appliance every 12 months.
We will;
• Arrange for your property to be serviced every 12 months
• Leave a copy of the safety certificate (LGSR) with you
• Send you a survey afterwards to find out how satisfied you are with the
service
Further details can be found in your handbook or in our detailed leaflet on repairs.
If you live in Sheltered or Supported accommodation
If you are a sheltered or supported housing resident;
• You will receive a statement regarding the sheltered housing support service
• A support plan will be agreed with you
Inspecting your Estate
If you live on an estate, we will
• Carry out an inspection at least every quarter
• Publish the results of the inspection quarterly
Keeping you informed
We will:
• Display useful and up to date information in our offices.
• Give you a handbook when you move into your new home.
• Provide you with information and feedback about your area.
• Help you access services from other organisations such as Local Authorities,
Citizens Advice Bureau, and Credit Unions.
• Send you our Residents Annual Report each year describing our
performance.
• Send you a newsletter four times a year.
• Provide detailed performance information for review by our Resident Panels.
Complaining about our services
We will deal with complaints openly, quickly and confidentially. You can make your complaint
any way you wish; letter, email, telephone, fax, face-to-face, etc. We will investigate your
complaint in accordance with the three internal stages of our Complaints Policy.
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When we receive your complaint we will:
• Record the details on our Complaints Log
• Write to you, within 5 working days, to acknowledge its receipt.
• Tell you who is investigating your complaint and when we will write to you with
our findings.
More details can be found in our Complaints leaflet that is available on request.
Maintaining your privacy
This statement sets out our commitment to the privacy of the individual.
We take the privacy and confidentiality of our customers seriously and adhere to the Data
Protection Act 1998.
To ensure your privacy, we will endeavour to:
• Consider the potential breach of privacy against the necessity for any action
when for example considering sharing information with third parties necessary
to reduce crime.
• Keep the information we hold about you as secure as is appropriate and
ensure any other person / agency we give that information to, also keeps it
secure.
• Not to hold any excessive information.
• Keep the information as accurate and up-to-date as possible.
• Process your information in accordance with the Data Protection Act 1998.
You may write to us to:
• Request details of the information that we hold about you and the purposes
for which it is held. There is a charge for the provision of this information
(given in our detailed leaflet on Privacy and Data Protection available on
request).
• Require us to stop or not to begin processing personal information on the
grounds that it is causing or is likely to cause substantial damage or distress
to you or to another and that damage or distress is, or would be unwarranted.
• Require us to ensure that no decision is taken by or on behalf of us which
significantly affects you based solely on the automated processing of
information
More details are in our Privacy and Data Protection leaflet that is available on request.
Disclaimer
Legal obligations are not created by this document. Almost by definition the Charter includes
general statements of principle and expectations, objectives and responsibilities which are
intended to complement the Associations’ formal rules and regulations.
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Complaints
We aim to provide the best possible services, but we know that sometimes things go wrong.
This leaflet tells you what to do if you are unhappy with our action, lack of action, or a
decision we have made.
Our complaints process is open to anyone who receives a service from us, or who is affected
by our decisions or actions. We take all complaints very seriously. All complaints are
recorded and monitored centrally to give us feedback about our services.
All complaints are treated in confidence. Anonymous complaints will not be recorded, but will
be brought to the attention of staff to investigate the issue if they think it is necessary.
If your complaint is about other tenants or your neighbours, this will be dealt with under our
Anti-Social Behaviour Policy.
How can I complain
You can make a complaint to any member of our staff
• in person
• by telephone
• by email
• by fax
• in writing
• through our website
• by text message
• using a complaint form
You can make a complaint in alternative formats such as pictorial or Braille or in languages
other than English. You can also ask someone else to represent you.
How will my complaint be dealt with
When we receive your complaint we will:
• record the details on our complaints database;
• write to you within three working days to acknowledge its receipt;
• tell you who is investigating your complaint and when we will write to you with
our findings
Your complaint will be investigated in accordance with our Complaints Policy. There are
three internal stages:
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Stage 1 - the officer responsible for the service being complained about (or their manager)
will investigate and reply to you usually within 10 working days.
The reply will:
• tell you if the complaint has been upheld or not;
• give you an explanation of any we have made this decision;
• tell you what to do next if you are not happy with this decision
Stage 2
If we have not been able to resolve your complaint at stage 1, you can ask for a further
investigation. This will be carried out by a Service Manager or Director. You must ask for a
stage 2 investigation within one month from the date of our reply to stage 1.
We will write to you within three working days to acknowledge we have received your
request. We will send you a full reply usually within 10 working days after the
acknowledgement.
Stage 3
If your complaint is still unresolved, you can ask for an independent review by a Complaints
Panel.
The Complaints Panel has three members from the Boards of Management, Spectrum
Residents’ Group or Community Forum. At least one member will be a member of the Board
of Management of the relevant company, and at least one will be a resident. The Complaints
Panel will hold a hearing to discuss your complaint.
We will write to you within 15 working days to tell you of the date of the hearing. The
hearing will be held as soon as possible and no later than one month from the notification.
At the complaint hearing, you may:
• not attend, but send a written statement;
• send in a written statement and attend as well;
• attend and represent yourself verbally;
• attend and have someone else come with you;
• not attend but have someone else represent you.
We will write to you with the results of the hearing no later than 10 workings days after it
took place.
This is the final stage of our internal complaints process.
What if I am still not satisfied
If you are a resident, applicant or former resident who has been through all three stages of
our complaints process, but you are still not satisfied with the result, you may want to contact
the Housing Ombudsman:
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Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Tel: 0300 1113000
Minicom: 0207 4047092
Fax: 0207 8311942
Email: info@housing-ombudsman.org.uk
Contact us
If you require further information about our complaints process or to ask for a copy of the
Complaint Policy, please call the Contact Centre or visit our website.
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Claiming Compensation
Introduction
Spectrum Housing Group is committed to delivering high quality services to our customers –
every time. Sometimes our own high standards are not met. In some cases if we do not
deliver what we promise, you may have the right to compensation.
This leaflet outlines our compensation scheme as described in our Compensation Policy.
Who can claim compensation
The following people can claim compensation from Spectrum Housing Group:
• Tenants
• Leaseholders
• Shared Owners
• Applicants for housing
When will Spectrum Housing Group not consider
compensation
We will not pay compensation when:
• You are responsible for the underlying actions that have caused the claim.
• The circumstances would normally be covered by contents insurance such as
water damage following a leak. Insuring the contents of your home is your
responsibility.
When is compensation considered
We usually consider compensation when:
• We fail to meet our repair service delivery standards.
• We fail to meet other service delivery standards.
• A room cannot be used due to a poor repair or lack of repair.
• You have to move permanently to other accommodation at Spectrum Housing
Group’s request.
• Loss of your home or use of rooms due to natural or other disaster.
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• A customer is moving and has made one or more qualifying improvements
listed under our Compensation policy.
Does Compensation affect my Housing Benefits
Compensation is not a rent reduction and customers on Housing Benefit will not be at a
disadvantage.
How much is the compensation
The amount of compensation will depend upon what you are claiming for.
Overdue repairs
If you contact us about a repair that is not completed within the time stated in our published
standards you may have the right to compensation. We cannot pay compensation when:
• Our contractors or staff cannot get into your home
• Contractors cannot get spare parts and we have kept you informed
• Extra works are required and we have kept you informed
• The service or facility is unavailable due to vandalism or severe weather
conditions. This applies particularly to lifts and door entry systems
The amount of compensation payable is £10 plus £2 per day (up to a maximum of £50) for
every day the repair is overdue after the time specified for our categories of repair.
Loss of use of a room in your home
You may have the right to compensation if you cannot use a room in your home for more
than 24 hours or more because of repair work. We may pay compensation if:
• You cannot use the room because we have failed to carry out work required
by the law, and
• We consider the room unusable, and
• You have not caused the damage to the room yourself, and
• You have not prevented us from carrying out work to the room.
The amount of compensation will depend upon the number of rooms in your home and how
much rent you are paying.
Home Loss
This compensation is payable by law to a tenant who has lived in the affected property for 1
year. If we ask you to move permanently to another property, in recognition of the permanent
and total loss of your home, there is a fixed rate of £4,400 payable per tenancy. For Shared
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owner schemes, the amount is 10% of the market value of the owner’s interest in the
property up to the value of £44,000. The amounts quoted are correct as at 1 September
2007, but may be adjusted each year.
Disturbance
This could include out of pocket expenses to ensure that you are no worse off after having to
move home. These could be:
• Disconnecting and reconnecting your phone line, cooker, washing machine,
TV aerial and other installations.
• Redirecting mail
• Removal costs (providing you have given us 3 estimates)
Other ‘out of pocket’ expenses could include the cost of refitting of carpets, curtains and rails
or the depreciation of immovable items such as wardrobes which cannot be adapted. The
Housing Corporation can impose a maximum limit where they are funding this. This limit will
not be exceeded by the Association. Where possible we ask that receipts are obtained for
these items as limits may apply.
If there is a dispute about the amount of disturbance payment it will be decided by the Lands
Valuation Tribunal.
Compensation for improvements you have made to a home you are leaving
You may have the right to compensation for improvements you have made to your home (as
long as you got our agreement before those improvements were carried out). To be eligible
for this the following conditions must have been met:
• You must request our permission to carry out the improvement.
• You must have our approval for the improvement before work starts.
• The improvement must be of a good quality and be inspected by one of our
surveyors.
• You must have payment receipts for the cost of the improvement.
We will not pay this compensation when:
• You have an assured shorthold tenancy.
• You live in a shared ownership property (other specific arrangements
concerning improvements made by shared owners are described in your
lease).
• Your tenancy has been terminated through a possession claim based on a
breach of obligations.
The amount of compensation will be dependent on how long ago the improvements were
carried out as detailed in our Compensation policy. We will pay this when you leave the
property. The maximum amount payable in compensation is £3000. If there are any arrears
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of rent at the date of termination, any compensation due will first meet the outstanding arrear.
Discretionary payments for other service failure
There may be other circumstances when we may consider compensation particularly if we
have caused financial loss or inconvenience. You must have evidence to support your claim.
In these cases a senior member of staff will investigate your claim and decide on the level of
compensation if appropriate.
How do I make a claim for compensation
Your claim for compensation should be made in writing to our Customer Services Director
whose address is at the end of this leaflet.
How is compensation paid to me
If you owe us money for rent or have any other outstanding debt with Spectrum Housing
Group, we will take the compensation off the amount you owe us.
We will pay you by cheque or credit your account with the amount.
What happens if I disagree with your decision
If your claim for compensation is turned down or you are unhappy with the amount offered,
then you can make a complaint under our complaint procedure (see the section on
Complaints within this handbook)
Important Note
This information does not seek to provide legal advice on the legal liability of Spectrum
Housing Group – if you feel that the Group is legally liable for loss or personal injury, you
should obtain independent legal advice. Any such claim will be referred to our insurers.
Who can help me if I have a problem
You can request further guidance or a copy of our Compensation Policy from our Contact
Centre team.
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Equality and Diversity
Spectrum Housing Group’s equality and diversity
statement
Spectrum Housing Group’s approach to equality and diversity is contained in our Equality,
Diversity and Inclusion policy.
We will strive to ensure that there will be no discrimination or unfair treatment on the grounds
of gender (and gender reassignment status), background (e.g. gypsies and travellers, asylum
seekers) race, colour, ethnic or national origin, faith, sexual orientation, marital/civil
partnership status, age, disability, social position, politics, trade union membership or social
disadvantage. We aim to ensure that everybody is treated equally and has equal opportunity
to receive the services and employment opportunities we offer.
We recognise that there are many barriers to true equality of opportunity, ranging from overt
prejudice in favour of, or against, particular groups or individuals to unwitting ignorance of
different lifestyles and needs. On whatever level it exists, discrimination is neither acceptable
nor tolerable. Our commitment therefore is to ensure that no group in society is less likely
than another to be housed or recruited by us and that the other services we provide, such as
housing advice, repairs and rent collection, are carried out fairly.
We will develop a positive action culture, through which achievement of equality is a “golden
thread” to our business. To achieve this we will set clear objectives for all our services,
regularly measure our performance and take positive action to deal with any imbalances we
find. We will work to ensure that appreciation of issues relating to Equality, Diversity and
Inclusion are embedded throughout the organisation.
Why is equality and diversity important
We have identified three reasons why equality and diversity is important.
The moral case
The roots of the housing sector are in dealing with hidden disadvantage. It was the housing
association sector which first highlighted and responded to the gaps in housing provision
between local authorities and the private sector in the 1960’s. The moral principles which
underpin the origins of our sector are applicable in exactly the same way to today’s campaign
against inequality.
The legal case
Discrimination is illegal whether it is direct or indirect. The law requires us to demonstrate
our commitment to equality of opportunity in all our dealings, and that we work towards the
elimination of discrimination through promotion of good relations with all sectors of the
community. These legal requirements are also reflected in regulatory requirements set down
in the Homes and Community Agency’s standards.
The business case
The Associations deal with increasingly diverse customers and staff. Our services delivery
plans have to respond to a range of different physical, cultural and religious needs which
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impact significantly upon life style preferences. Our employment practices must be flexible to
attract staff with the right skills and experience.
The need for positive action
The problem is that there is a difference between equal treatment and equal outcome. Most
of us take the view that if we work to rules and procedures, which are fair and treat people in
the same way a fair and equal outcome will follow. In a lot of cases this is true, but the reality
is that it cannot be relied upon. It takes no account of the barriers to fairness. Barriers that
we are often unaware of and don’t realise exist.
Positive action is a process designed to address the disadvantage of people affected by
these issues. Measures range from legislative action taken by government to enforce equal
pay and combat discrimination against the disabled, to best practice guidance on improving
access to our services by customers and applicants from minority groups.
Examples of the latter would involve the setting of targets for BME representation among our
residents relative to the balance in the community in overall terms. Similarly offering
interviews to all disabled people who meet the basic job criteria may be a means of
redressing imbalances in this area.
This is different from positive discrimination, which is illegal and favours an individual (or
individuals) based on reasons which have no relevance to their actual needs or abilities by
comparison with others in the same position.
How does Spectrum ensure equality in its employment
practices
A clear recruitment policy is in place based on good equal opportunity practices including
scoring systems and set questions. Spectrum Housing Group monitors the number of
applicants who apply for jobs and the number recruited against key equality indicators. We
also monitor average salaries and promotions by grade against these indicators to ensure
equal pay for all.
How does Spectrum ensure its services are relevant and
accessible to all customers
Our aim is to provide housing for people who are unable to find a home through the private
market. We operate in partnership with Local Authorities to enable anyone in need to make
an application for housing at any time. Properties are allocated in accordance with our
published policies which include commitment to achieving balanced sustainable communities
in which people with different incomes, employment backgrounds, lifestyles, beliefs and
support needs can live together cohesively.
The needs and requirements of minority and vulnerable groups are assessed in any review
of policy and in the development of services. Recent examples of this are the inclusion of
minority groups in the development of our approach to assignments and to the delivery of
maintenance services to vulnerable customers.
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Where can I find out more about equality and diversity
More reference material can be found via the Internet. Particularly useful sites are:
Audit Commission:
www.audit-commission.gov.uk
Commission for Equality and Human Rights Commission:
www.equalityhumanrights.com
Tenant Services Authority:
www.tenantservicesauthority.org
Department of Communities and Local Government
www.communities.gov.uk
If you would like more information or a copy of our Equality, Diversity and Inclusion policy
please contact us
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About the information we hold about you
Data Protection – what this means to you.
The Data Protection Act, which was introduced in 1998, enhances your rights in respect of
information held by organisations about you.
Spectrum Housing Group and its subsidiary Associations take the privacy and confidentiality
of its residents seriously.
This guide sets out the ways in which we handle information about you and your rights.
When do we receive information from you
We obtain information when you complete your initial application (or nomination) and at any
other time during the course of your residency with us.
Any information provided by other agencies may be either requested by us or provided to us
without a request.
What information do we need
We hold on our computer systems:
• Information including your tenancy / leasehold details
• Your rent / service charge account and notes of any action that is being taken.
We also hold manual files, which include:
• Your original application form
• Information which is the subject of letters
• Personal or telephone attendances as well as legal documents and notices.
Examples of the information include:
Names,
Previous addresses,
Dates of birth,
Health conditions,
Health professional’s involvement,
Financial details,
Forwarding addresses,
Details of complaints,
Any risk to a child or other person,
Next of kin,
Ethnicity and your cultural and religious needs,
Members of your household,
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Relationships, Employment,
Physical disability or health needs,
Medication being taken,
Housing benefit and arrears info,
Bank details,
Details of other agencies involved,
Information relating to anti-social behaviour,
National insurance number.
Who gives us this information
We can receive information about you from a number of sources, which are generally:
• Directly from you in your application for housing or subsequently during your
residency
• From members of your own household or other representatives
• From other agencies such as other housing providers; housing benefit
departments; health professionals such as GPs; social services or the police,
banks and mortgage providers.
Some of the information we hold may be “sensitive” which would include details of any
medical conditions, your religious beliefs, criminal matters or the ethnicity of you or your
family.
Who do we ask for information
Who
Housing Benefit
Departments
Health and Social
Care Professionals
The Police / Local
Authority / Other
Housing Providers /
DVLA / Wheel
clamping companies
What
About any over or under payment or the timing of payments
About your medical needs.
About your compliance with the terms of your residency and any
crime / nuisance / anti-social behaviour committed during the
course of your residency, or any relevant criminal activity or ASB
caused by abandoned vehicles.
What do we do with the information about you
To enable us to manage our business and the housing provided, we hold any relevant
information given to us. This includes:
• Assessing applications for transfer, allocation, or mutual exchange. Using a
points system based on the information you have provided allows us to
impartially allocate properties on the basis of greatest need by assessing
eligibility / appropriateness of accommodation.
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• Administering your rent / service charge account including arrears
enforcement.
• Responding to any query that you have about your application or residency.
• To deal with any complaint you may have or that may have been made
against you with regard to conditions of residency.
• To provide maintenance / repair services.
• To enable us to provide a service which takes into account any disabilities or
other support needs you may have.
• To ensure that our service is meeting the needs of minority groups and
tenants.
• To enable us to carry out research and statistical analysis.
• To perform any of our statutory obligations.
How will we care for your personal information
We promise:
• To keep the information we hold about you as secure as is appropriate for the
nature of that information and to ensure any other person / agency we give
that information to also keep it secure.
• Not to hold any excessive information.
• To keep the information as accurate and up-to-date as possible. (Please help
us to do this by informing us of any changes).
• Not to keep any information any longer than is necessary which will generally
be for as long as you are resident with us (or remain on our waiting list)
although we will retain information after your residency has ended in order to
resolve subsequent queries or issues.
• To process your information in accordance with the Data Protection Act 1998.
Who do we share this information with
Who
Housing Benefit
Departments
Utilities
What
The rent / service charge that you pay (including how this is
calculated), whether we believe you to be living at an address and
the dates of your residence, and any other verification information
that may be required to prevent benefit fraud.
Your name and dates of the duration of your residency, if you have
not supplied this, in order that invoices are correctly directed. The
information shared would not include forwarding addresses.
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Who
Police / Local
Authority / DVLA /
Wheel clamping
companies
Supporting People
Administering
Authorities
Support Partners
The Rent Officer
Our Solicitors and the
Courts
Our Insurer’s and
their Solicitors
Tracing agents and
debt collecting
services
Mailing Houses
“Payment Card”
producing companies
Research companies
Estate
Agents/Valuers/EPC
Providers
The Tenant Services
Authority/ Auditors
Other Housing
Providers
Managing Agents
and Maintenance
Contractors
What
Any details necessary to reduce crime or disorder, or the fear of
crime and disorder or ASB caused by abandoned vehicles.
Any Supporting People funding being provided directly or indirectly
to you. Including confirmation that you are living at the address, the
dates of residency and any other information that would be required
for the purposes of preventing fraud.
To provide you, where necessary, with assistance in order to
sustain your tenancy.
Your name and residency details where a tenancy is “secure” and,
a Rent Officer assesses rent.
Any details necessary for any enforcement action.
Any claim made against the Associations.
Any details necessary for the purpose of recovering debt or legal
enforcement action.
Solely for the purposes of distributing resident wide letters;
newsletters; consultation.
Names and addresses of residents solely to produce and distribute
payment cards.
Solely to canvass your opinion on the service that the Associations
provide.
To assist in the sale of part owned / leasehold property.
For the purposes of its regulatory functions / ensuring quality
standards of service.
To check the performance under a tenancy with the Associations.
For example: details of a breach in residency condition or
information relating to special or housing needs, and the reason for
leaving the accommodation.
In order to provide services on behalf of the Associations.
Your Rights under Data Protection Act 1998
You may request details of the information that we hold about you and the purposes for
which it is held by writing to us at the address below.
There is a charge for the provision of this information, which is allowed by the Act, and is
currently £10. We will respond to your request within 40 days, unless the fee payable,
supplementary information or verification of your identity is received after your request in
which case the 40 days will run from which ever is the last of the above to be received by us.
You are entitled by giving us notice in writing to require us to stop or not to begin processing
of personal information on the ground that it is causing or is likely to cause substantial
damage or distress to you or to another and that damage or distress is or would be
unwarranted. This does not apply where you have consented to the processing (for example
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in the application for accommodation); the processing is necessary for performance of a
contract (for example to allow us to perform our obligations under your residency
agreement); the processing is necessary for compliance with a legal obligation; or the
processing is necessary to protect your vital interests.
You are entitled by giving us notice in writing to require us to ensure that no decision is taken
by or on behalf of any of the Associations which significantly affects you, based solely on the
automated processing of your information.
The contact for any of these requests is: The Data Protection Officer, Spectrum Housing
Group, Spinnaker House, Grange Road, Christchurch, Dorset, BH23 4GE
If you wish to know more about your rights in respect of protection of personal data, you
should write to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF (Tel: 01625 545700.)
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Rent and Service Charges
Your rent
The rent we charge is intended to reflect the value you get from the use and occupation of
your home. All the rents collected by the Associations are used to cover such things as:
• management and repair costs;
• sinking fund provision for major works in the future;
• loss of income on empty properties;
• interest charges on money borrowed in the past;
• a contribution towards the cost of new schemes built by the Associations.
Since 1988, the Government has required all housing associations to look at their rents
carefully, mainly because less government subsidy is available and associations have to rely
more heavily on their own sources of income to meet costs. The Government also expects
associations to keep their rents within the reach of people who are in low-paid employment.
How your rent is calculated
The method of calculating your rent will depend on whether you have a Secure Tenancy (i.e.
a tenancy which began before 15th January 1989) or an Assured Tenancy with one of the
Associations. Since January 1989 most housing association tenancies are Assured.
If you are a Secure tenant, your rent will continue to be set by the independent Rent Officer
service under the Rent Act 1977 which will be based on the assured equivalent of a similar
property with the same characteristics. If the rent office service determines a higher rent
than the assured equivalent, the association will apply the assured equivalent rent for your
property. These rents are reviewed every two years, taking account of the general level of
rents in the area as well as the age, character and location of the property.
If you are an Assured tenant, your rent will be assessed once a year. If you are a tenant of
Western Challenge, any increase will take effect from October of that year. If you are a
tenant of Medina or Signpost, any increase will take effect from April of that year. The rent is
calculated by awarding points to a series of property characteristics which apply to your
home. The appropriate points value is totalled up to give a basic rent for the property.
Please note: A service charge is added to the basic rent for both Assured and Secure
tenancies. This is covered in the section under ‘Service Charges’.
Appeal rights
If you are an Assured tenant you have a right to appeal against the rent assessed for your
property. For example, if you disagree with the figure, or you feel the rent is unreasonable,
you will initially be able to raise queries with your Neighbourhood Housing Officer.
Your Neighbourhood Housing Officer will provide you with a full breakdown of how the rent
has been calculated.
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If you are still dissatisfied with the rent assessed, you have a legal right of appeal to a Rent
Assessment Committee (set up by the Government). These committees fix a rent based on
reasonable market rents. If you are a Secure tenant, you will have a similar right of appeal to
a Rent Assessment Committee.
Service charges
What is a service charge
In many cases it is likely that in addition to the basic rent a charge for services will be
payable. This charge will be added to the basic rent which will form the total amount of rent
payable and will account for any services provided by us including services such as
gardening, caretaking, lighting, window cleaning etc. In all cases these charges will only
apply where the service is received. Details of any services provided to you by us will be set
out in a schedule and attached to your tenancy agreement at the time of signing.
The majority of tenants will have a variable service charge. This means that the service
charge will be based on the costs which arose during the financial year prior to the service
charge review date. In instances where there has been no service charge history i.e. in the
first year of a new development; costs will be estimated and amended accordingly on the 12
month review date.
In instances where a service charge overpayment has been made, the amount overpaid will
be credited to the service charge account accordingly. Where there has been an
underpayment, the amount underpaid will be added to the service charge payable for the
following year.
Some tenants may have a fixed service charge. This means that your charge is fixed each
year according to our own estimates and costs. If the amount we charge you proves to be
too low; we have to fund the deficit. If the charge is too high; we will keep the surplus. All new
tenants with any of the Associations are now on a variable basis.
Changes to your service charges
We may change the service charge at any time upon written notification to those tenants
concerned. When it is necessary to change the service charge, all applicable tenants will be
consulted at least one month in advance to the change. In all cases we will not change the
amount payable more than once in any period of 26 weeks.
In cases where we believe that a service is no longer required or where it becomes
impossible to provide a service, that service will stop and the applicable amount deducted
from the tenants service charge accordingly. The Association may also decide to provide
extra services where it is believed it is necessary to do so.
Where a change has been made, access to any extra service charge information will be
available from us, as long as it is requested within six months after notice of the service
charge change being made.
Monitoring
We regularly monitor rents and service charges to ensure they are comparable to other rents
in the area and are also affordable to households on low incomes.
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What are my obligations
Rent Payment and Arrears
Although we will always try to assist you, ultimately it is your responsibility to ensure that
your full rent is paid on time whether you are in receipt of full or part Housing Benefit or no
Housing Benefit.
The rent you pay to us helps to finance the following:
• The housing service
• The maintenance service
• The improvement programme including replacement kitchens and bathrooms
• The loans we take out to build affordable homes such as the one you live in
To continue living in your home you must make sure that your rent is paid and your account
is clear. If you don’t we may be forced to take legal action.
How can I pay my rent
Your rent is due weekly in advance; if you wish to pay your rent on a monthly basis it must be
paid in advance. Please remember that a monthly payment for a weekly tenancy agreement
needs to be calculated exactly and the Income Recovery team will be happy to assist you
with this. You can pay your rent in several different ways:
• Direct Debit – This is the least expensive and most effective way of making
payments for your rent. We can take agreed amounts directly from your bank
either on a weekly or monthly basis; this payment method is very successful at
preventing rent arrears and is therefore our preferred payment method.
Please telephone the Contact Centre who will arrange for the form to be sent
to you.
• Debit/Credit Card Payments – you can pay your rent using your Debit or
Credit card over the telephone, please call the Contact Centre who will take
your payment. We accept the following cards:
MasterCard
Maestro
Visa/Visa Electron
Solo
• Giro Card Payments – you can use the Payment card to make payments by
cash or cheque at any Post Office or from any retailer displaying the
‘Payzone’ sign. You will be given a receipt for the payment, which you should
always keep in a safe place. If you require a Payment card please contact the
Helpline and they will arrange for a card to be sent to you. You can check
where your nearest Payzone retail outlet is on-line at www.payzone.co.uk or
call them on 08705 134 360.
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• Cheques – you can send cheques addressed to the relevant Housing
Association to our Head Office in Christchurch. Remember to write your
tenancy number and address on the back of the cheque.
• Web site – you can now pay on-line. Just follow the link on the ‘Your Account’
page of our web site. You will need to have your tenancy reference number
handy and a valid credit or debit card.
• Cash – can be paid at any of our local offices during normal working hours.
Please do not send cash through the post.
• Internet Banking – if you currently manage your bank account using Internet
Banking and would like to set up a regular payment from your account to pay
your rent, please contact us and we can give you the correct bank account
and sort code. You must also ensure your tenancy number is quoted as
the reference.
Housing Benefit Payments
Claiming housing benefit is your responsibility.
Chasing claims is your responsibility.
• Always inform your local benefit office of any changes in your circumstances
and also any change in the amount of rent you are charged.
• When returning your completed benefit form to the housing benefit
department, request a receipt as proof you have returned it.
• Make sure you read all correspondence they send you and respond to
requests for information within timescales, if you fail to do this your claim will
be cancelled
Always keep us up-dated if you are in the process of claiming or submitting a new claim for
housing benefit.
Welfare Benefits Officer
We employ a number of dedicated Welfare Benefits Officers whose roles it is to ensure that
our tenants get the help and support they need to obtain any benefits which they are entitled
to.
If you are struggling to understand or apply for benefits and you would like further assistance
please contact us and ask to speak to your Welfare Benefits Officer. If your enquiry is simple
then we may be able to give advice over the telephone, if however you need a higher level of
support we will arrange a convenient time and date to visit you at home.
What happens if I am in arrears
If you fall into arrears or anticipate that you will, we would urge you to speak to Your Income
Recovery Officer. It is always best if we are able to advise and support you before the debt
gets out of hand.
When we understand your situation we will be able to give you appropriate advice. You may
need; additional support with welfare benefits; guidance regarding claiming or challenging
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housing benefit decisions; money management advice; referral to an outside agency to help
you with debt problems; to reach an affordable repayment agreement to clear your arrears.
However tempting it is, the worst thing you can do is ignore the problem. Our staff can only
help you if you make contact with us. Please ensure the contact details we have are up to
date.
Spectrum’s arrears procedure has a number of key stages, giving opportunities for residents
to clear their arrears.
Stage 1
You will be advised in writing of the arrear. This will typically include a statement of your
account and may be advising you that your housing benefit entitlement has changed or
ended.
Stage 2
You will be contacted by the Income Recovery Team to make arrangements to clear the
arrear. We will discuss your situation and try to understand the reason for the arrears.
If the debt isn’t cleared at this stage, we may have to serve you with a Notice of Seeking
Possession.
Stage 3
If you have still failed to clear your arrears or keep to an agreement you have made to clear
your arrears, we will contact you warning that you will be served with a Notice of Seeking
Possession. We will give you advance warning and explain what will happen next.
Stage 4
If, after the service of a Notice of Seeking Possession, your account remains in arrears and
you fail to reduce the arrear in line with an agreement, we will apply to Court for a
Possession Order for the property you occupy.
We will arrange a pre-court visit to your home to agree the repayment terms that we will ask
for at the Court hearing.
Stage 5
The Court will send you notification of the date of the hearing. You should attend the Court
hearing in person. If you do not, the hearing will still take place, but you will have missed an
opportunity to present your case to the Judge.
A Court Order will be made and you will be notified of the terms of the order by the Court and
the Association.
If you still fail to make payments as set out in a Court Order, we will apply to the Court for a
Bailiffs Warrant to repossess your home.
Who else can help
• Local Advice Centers
• Housing Benefit Office
• Housing Needs Office
• Citizen’s Advice Bureau (C.A.B)
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Housing Benefit Evidence
If you are applying for housing benefit the amount and type of information you need to
provide can be confusing. Under a new system designed to reduce fraud you now have to
supply more evidence of who you are, where you live, your income and any savings you may
have. The following is intended to give you an idea of what type of evidence is required and
what documents are acceptable when making a claim for housing benefit.
ALL DOCUMENTS USED FOR EVIDENCE MUST BE ORIGINAL.
COPIES WILL NOT BE ACCEPTED.
TELL THE HOUSING BENEFIT DEPARTMENT IMMEDIATELY OF ANY EVIDENCE THAT
MAY BE DELAYED OR MIGHT BE A PROBLEM. IF YOU DON’T HAVE THE EVIDENCE
REQUESTED; ASK THEM WHAT ALTERNATIVES YOU CAN PROVIDE INSTEAD.
What can I use to prove who I am
You should always supply your National Insurance Number using any of the following:
• P45
• tax credit notification
• national insurance card
• benefit or pension letter (not child benefit)
• passport
• driving licence
• birth certificate
• utility bills
• marriage certificate
What can I use to prove where I live
• tenancy agreement
• rent book
• letter from landlord
I am working, what evidence do I need to supply
If you are working you need to supply evidence of your income. The following are
acceptable:
• wage slips for 5 weeks or two months
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• a certificate of earnings signed by your employer
• a letter from your employer showing the same as a certificate of earnings
• if you receive working family tax credit you should provide your notification
letter.
I receive other benefits; do I need to supply evidence of
these
Yes, you have to supply evidence of any other benefits you receive by providing one or more
of the following:
• letters you have telling you what benefits you get and how much
• your benefit book
• your benefit payment card
• your bank statements if payments are made straight to your bank account
What if I have other sources of income
If you receive any other income, other than wages or benefits, you also have to supply
evidence of these amounts received. An example of other income may be child maintenance
payments from an ex-partner. Evidence may include:
• payment slips
• your bank statements, if money is paid to your bank account
• award notifications
• award notices from the Court
• a letter from an ex-partner / absent parent, who is paying maintenance
I have got some capital; do I need to tell the Benefit
Department
You do have to advise the Benefit Department of any capital you may have, for example,
savings in a bank account, National Savings Certificates, Premium Bonds, and you should
provide evidence of these. If you have less than £6,000 ask the Housing Benefit Department
is you have to provide evidence of these.
• your bank / building society statements for at least two months
• National Savings Certificates
• Premium Bonds
• PEP's
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• ISA's
• TESSA's
I have no income at present, what do I need to tell the
Housing Benefit Department
If you currently have no income, perhaps because your benefit has stopped, or you are
waiting to hear about a claim, then you need to tell the Housing Benefit Department how you
are meeting your daily living expenses. You can do this by signing a statement telling them
how you are paying for such things as food, heating etc. You might be using what is left from:
your last wage slip
your last benefit payment(s)
any savings left in bank or building society accounts
help from friends or relatives
charity payments or help in kind
It is very important when you apply for housing benefit that you supply all information
requested of you, otherwise it will cause a delay or prevent your claim being
processed at all. This means you will have to pay rent in full yourself.
More Information
If you need further advice about completing your application for housing benefit, please
contact the Benefit Department at your local council offices or your Neighbourhood Housing
Officer.
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Managing Your Home Finances
Introduction
Managing home finances is an important every day task for everyone. In the past it has
been difficult especially for people living on low incomes and benefits to have access to
things such as bank accounts, loans, insurance and independent debt advice. This has now
changed and most of these are now available to just about everyone. Here is some basic
information that can help you with the following things:
• Setting up a basic bank account
• Building up savings
• Obtaining affordable loans
• Obtaining affordable home contents insurance
• Finding training for managing home finances
• Getting money and debt advice
How can I get a bank account that works for me
Having a bank account is becoming more and more important:
• many employers require employees to be paid directly into a bank account
• many services now require a bank account for payment by direct debit – and it
is often cheaper
• More and more benefits are now paid electronically into a bank account
All major banks and many Building Societies offer a Basic Bank Account and it usually
costs nothing to open one. They make life easier in lots of ways. Almost everyone can open
a Basic Bank Account. They let you:
• have your wages paid directly into your account – safer than carrying large
sums of money around on payday
• receive benefits and pensions quickly and directly into your account - makes
the cash available through a cash card without having to queue in a Post
Office
• pay bills like electricity and rent by Direct Debit – paying by direct debit often
comes with a discount so it is cheaper than cash or cheque
• pay in cheques and cash for free – no need to cash cheques and pay a fee to
do so
• make cash withdrawals 24 hours a day 7 days a week with a cash card – have
your money when you want it
• manage your money without the fear of running up a large overdraft – Basic
Bank Accounts have a limit that prevents you going overdrawn
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If you want to open an account go into any branch of a major Bank or Building Society in
your locality and ask for information about their Basic Bank Account. You will have to
answer a few questions, provide some proof of your identity (usually something with your
signature on and proof of your address) and probably fill in a form. But it is a simple and
straightforward thing to do.
I want to save but who has the right savings account
Saving with Credit Unions gives you a good rate of interest and enables you to take out
very low cost loans. Credit Unions are mutual financial organisations, which means they are
owned and run by their members for their members. Membership is based on people having
a ‘Common Bond’ such as living or working in the same area, working for the same employer
or belonging to the same Trade Union, church or other association.
Each Credit Union has its own individual ‘Common Bond’. Provided one member of your
family meets the ‘Common Bond’ requirements and has joined the Credit Union, the other
family members living at the same address can usually also join.
Credit Unions keep money within a community, because there are no outside shareholders
to pay. Saving money with a Credit Union couldn't be simpler. Unlike some other savings
schemes, you can save as much or as little as you like, weekly, monthly or as often as you
wish. You can pay in at some local shops or collection points, or direct from your wages.
Credit Unions aim to pay you interest on your savings once a year. This is usually 2% or 3%
but can sometimes be as much as 8% of the amount that you have saved.
Life savings insurance is usually included at no cost to you, making it easy to build up a nest
egg for you and your family. On a member's death, the amount of savings can be as much
as doubled by the insurance and paid to whoever the member chooses (subject to
conditions).
Where can I get an affordable loan
Credit unions are much cheaper to borrow from than loan sharks – the interest that
Credit Unions can charge on loans is limited to 1% a month by law. So a loan of £100 costs
no more than £1 each month in interest (an APR of only 12.7%). Many Credit Unions charge
even less!
Once you have a reliable record as a saver (which usually means saving for a few months),
you can apply to borrow from the Credit Union. As your savings grow you can borrow more.
Often a loan will be limited to three times the amount you have saved. However, some Credit
Unions decide how much they will lend you by working out with you how much you will be
able to repay each week or each month.
When you borrow from a Credit Union there are no hidden charges and no penalties for
repaying a loan early. You normally get free life assurance that will cover the value of the
loan. So the loan will be repaid if you die before fully paying it back.
Usually, members of Credit Unions borrow small amounts to pay for household goods,
Christmas presents, car repairs or rent arrears. The larger Credit Unions can lend larger
sums over longer terms, e.g. for holidays or cars, but they sometimes require you to put
forward security against the debt.
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Where can I get affordable home contents insurance
We do not insure your furniture, belongings or decorations against theft, fire, vandalism,
burst pipes and other household risks. Insuring your possessions is an important safeguard
against any of these unfortunate events – which do happen to many people. Insurance helps
you to get back to normality quickly should any of these things happen to you or your family.
There are a number of low cost and pay-as-you-go insurance products available now
that do not make a huge burden on your finances. These can cover a wide range of items
such as:
• Accidental damage to TVs, audio and computer equipment
• Emergency accommodation for pets
• Freezer contents
• Loss or damage to contents when temporarily out of your home
• Theft of money
• Loss and theft from credit cards and cash cards
For a small sum each month you can get peace of mind. If you are interested call the
Contact Centre.
Where can I learn more about managing my home
finances
There are many sources of information and courses that can help you understand managing
your home finances.
Web Sites
There are some excellent web sites that make on-line training available for adults and
children. You can find them by typing “Financial Literacy” into your search engine:
• The Basic Skills Agency offers a variety of training aids including help with
finances. www.basic-skills.co.uk
• Learn Direct offers a number of web based and desk based training
www.learndirect.co.uk and type Cash Crescent into their “Find a Course”
search engine or call them on 0800 101 901
• Most major banks offer some advice on line
Local Colleges
Many local Colleges offer courses in managing home finances. You can find the colleges in
your local yellow pages or by contacting you local Adult education service.
Trades Unions
Many Trades Unions offer members subsidised courses on a variety of subjects including
home finances.
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Where can I get advice about managing my debts
Money advice offers a straightforward approach to dealing with your debt. Advisers are
trained to assess the situation, offer reassurance, show you how to use your money wisely
and to maximise your benefits and income and to negotiate with creditors on your behalf.
The adviser will check if you are entitled to any extra income, such as tax relief or state
benefits. They will check that you are responsible for the debts you are being asked to pay,
and make sure that you pay the most important debts first. These will usually be your rent or
mortgage, Council Tax and fuel bills.
They can also help you work out and negotiate repayment plans with the people to whom
you owe the money. The repayment plans will be based on what you can realistically afford
to pay after your essential living costs have been met. If you have to go to court, the adviser
can help you prepare your case and may be able to represent you. You can get money
advice from the following organisations that provide free, confidential, independent and
impartial advice:
Payplan
Payplan is one of the UK’s leading debt advice agencies and provides free debt
management plans with on-line payment tracking as well as free, impartial, confidential
advice on all debt related issues. Call 0800 917 7823 or visit www.payplan.com
National Debtline
National Debtline provides free, independent, confidential and impartial advice by telephone
in England, Wales and Scotland. They give expert advice on dealing with debts and a free
self-help pack. Call 0808 808 4000 or visit www.nationaldebtline.co.uk
Citizens Advice Bureau
Citizens Advice Bureau (CAB) service is an independent charity which provides free,
confidential and impartial advice on a wide range of problems. There are over 2,800 outlets
throughout the United Kingdom. To find your nearest CAB, look in your local phone book or
visit www.citizensadvice.org.uk.
AdviceUK
AdviceUK is a trade association for over 1000 information and advice centres. About 300
centres provide debt advice. Call 020 7407 4070 or visit www.adviceuk.org.uk
Consumer Credit Counselling Service (CCCS)
CCCS is a charity funded by the financial services industry specialising in debt management
plans. Call 0800 138 1111 or visit www.cccs.co.uk
The Money Advice Association (MAA)
The Money Advice Association gives details of your nearest adviser. Call 01476 594 970 or
visit www.m-a-a.org.uk.
Page 43 of 122

Relet Standard, Gas Servicing and Repairs
When you move in
Spectrum Housing Group sets a minimum standard that our homes will meet when we relet
them. Some repairs will be carried out before you move in, others afterwards. The following
table lists the checks we will make and when we will undertake any maintenance works.
Minimum Standards Checklist
Good structural stability.
Gas safety checks completed.
Electric safety checks completed.
External
All ponds to be filled in.
Grass to be no longer than 15cms long.
All down-pipes, drains and gutters to be free from leaks/blockages and
be secure.
All gas and electric meter cupboards to be secure.
All footpaths, steps, handrails etc to be in safe condition.
All gates to open and close correctly and be in sound condition.
Fencing (supplied by WCHA) to be intact and secure.
All free-standing sheds or stores, left at the property, to be in a sound
condition (prior to gifting to incoming tenant).
Windows & Doors (internal)
All fire doors to have an appropriate self closing mechanism.
Any glazing below 800mm to be safety glass.
Any glazing in doors or side-lights to doors at any height should be
safety glass.
Door furniture to be in good order.
Window locks will have an adequate supply of keys.
All locks to be in working order
All glazing to be free from defects and cracks.
Trickle vents should operate with ease.
Ground floor and basement flats should have window locks.
Windows and doors should open and close with ease and catches
should be fully operational.
Walls & Ceilings
All polystyrene ceiling tiles removed – fire hazard.
No major cracks or loose plaster.
Floors and Stairs
Floorboards to be free from holes and cracks and be stable.
Handrails in good order and secure.
Before you
move in
After you
move in
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Minimum Standards Checklist
Plumbing
Taps, ball valves & waste pipes to be in good working order and free
from leaks.
Hot water cylinder jacket to be in good effective order.
Sinks and basins to have a plug and chain provided.
Kitchen
Sink to be free from damage
Worktops to be free from major scratches.
All abutments/ junctions to be sealed with silicon mastic.
All tiles to be in sound condition, secure and grouted.
All units, drawers & doors, to be secure and in good order.
Bathroom
All fittings and plumbing to be free from leaks and sealed with silicon
mastic.
W.C seat to be replaced.
Sufficient tiling around bath, basin and shower that is sound, secure
and grouted.
Incorrectly installed showers to be removed.
A fully working extractor fan to be fitted in bathrooms with no windows.
Cleaning
The property, including the loft space and garden to be free from
rubbish or debris.
All worktops, walls and base units to be free from grease and dirt.
All walls to be free from graffiti and excessive marks.
Floors to be free from excessive marks.
All sanitary fittings to be hygienically clean.
All tiling to be free from dirt.
All elements of property to be free from mould growth.
Property to be free from pest infestation.
Decoration:
Wallpapered areas to be intact and free from tears or peeling paper.
Painted surfaces to be generally clean, free from excessive marks and
chips.
Before you
move in
After you
move in
Account will be taken of acceptable/normal wear and tear that would occur when assessing
your home against the above standard.
After you have moved in
Customer Responsibilities
The sort of repairs that you are responsible for:
Plumbing:
• Blocked sinks, basins and toilets
• Shower hoses, heads, curtains, rails, fittings
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• The bleeding of radiators
• Toilet seats
• Tap washers
Electrical:
• Light bulbs, starters, & fluorescent tubes
• Fuses & circuit breakers
• Batteries in smoke detectors
• Doorbells
• General:
• Internal decorations
• Draft proofing
• Oiling of locks & hinges
• Replacement or damage to locks
• Lost or stolen keys
• Replacement of broken glazing
• Pests
• Removal of rubbish
• Intentional or negligent damage by you
• Items provided or installed by you
Association Responsibilities
The following are examples of our repair responsibilities:
Emergency – make safe within 24 hours. ‘Genuine danger to life and limb, or likelihood of
major damage to the property’. Examples are:
• Gas leaks – always contact TRANSCO immediately 0800 111999
• Burst pipes
• Complete loss of electric supply (contact your electricity supplier first)
• Complete loss of water supply (contact your water supplier first)
• Failure of warden call system
• Electrical faults where there is risk of injury
• Heating failure between 1 st November and 30 th April (unless alternative
heating is available)
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• Serious roof leaks
• Broken main entrance door
• Blocked main underground drains
• Smoke detector not working, (does not include changing batteries)
• Removal of racist or offensive graffiti
• Breakdown of combination boilers
• Complete loss of hot water supply (no alternative)
• Broken glass in communal areas
• Complete failure of lighting in communal areas (e.g. staircases)
Urgent – Completed repair within 7 days. Examples are:
• Plumbing leaks
• Electrical faults
• Heating failure between 1 st May and 31 st October
• Lift breakdown
• Non-flushing toilet
• Lack of hot water (where an alternative is available)
• Minor roof leaks
Routine – Completed repair within 28 days. Examples are:
• Dripping tap or ball valve
• Carpentry repairs
• Light pendants or other electrical fittings
• Repairs to external fittings
Gas Safety Inspections
Each year around 40 people die and a further 200 suffer carbon monoxide poisoning
because of faulty gas appliances. In many of these cases the problem could have been
avoided if an annual safety check had been made.
Annual gas safety checks
As responsible landlords, the Associations take their obligations to health and safety
seriously. This is particularly the case with performing annual gas safety checks on the
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appliances we provide in our homes.
Gas appliance servicing is an important safety aspect of our standard service to all
customers. For a very small inconvenience we can help secure the safety of you and your
family at no extra cost to yourself.
Each year our contractors check the gas appliances in all of our homes. They undertake
repair and maintenance works if required to ensure the safe operation of the appliances. At
the end of this they issue a safety certificate (LGSR) and give you a copy. This is our record
of the check. We retain these certificates on file for 2 years.
If you have provided your own gas appliances such as a cooker or gas fire, you are
responsible for arranging the installation and maintenance of these items by a
registered Gas Safe Engineer.
How you can help
The Associations take all reasonable steps to ensure that the gas safety checks take place.
To do these checks we need access to your home. They do not take long. You can help us
by making sure that:
• You report any faults with the appliances we have provided to our freephone
Helpline as soon as they occur.
• Responding to our contractors when they call to arrange an appointment to do
the gas safety check or when you receive a letter from us about this.
• Being at home at the time arranged for the appointment.
Under your Tenancy Agreement, the Associations have the right to gain access to your home
to undertake these works. If you consistently refuse to co-operate with us or refuse access
we will escalate the request for access as follows
• The contractor will contact you to arrange the inspection 10 days beforehand.
• If this is unsuccessful we will write to you asking you to call the Contractor or
our Helpline to make an appointment within 10 days.
• If this is unsuccessful we will write to you again. We will ask you to call the
Contractor or our Helpline to set the appointment within 7 days. We will also
outline the legal course of action that we may take.
• If this is unsuccessful we will use any one of a number of legal options to gain
access to your home (e.g. an injunction, a Notice Seeking Possession).
When something goes wrong
The fastest way to get the repairs tackled is to call the Contact Centre. Make sure you have
all of the details about the repair needed – the more information you can give us the more
quickly we will be able to arrange the repair work.
The Contact Centre Advisor will tell you which category the repair falls into and will make the
arrangements with our maintenance partners to get the job done.
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Gas Safety – For You and Your Family
What the law says
What You Need to Know
You can not see carbon monoxide, you can not smell or taste it and it is deadly. You and
your family are particularly vulnerable when you are asleep. It kills 30 to 40 people in their
own homes each year. These deaths could be avoided if gas appliances were checked and
serviced regularly.
As your landlord, we must make sure all our homes with gas have a gas safety inspection
each year. This is vital to make sure that all the appliances in your home are safe.
During this inspection we will service and repair all of our gas appliances and point out any
faults on your own appliances such as your cooker.
If you have provided your own gas appliances such as a cooker or gas fire, you are
responsible for arranging the installation and maintenance of these items by a
registered Gas Safe Engineer.
Appliances that are serviced regularly are less likely to break down and run more cost
effectively. Just think of the inconvenience when your heating system breaks down
unexpectedly leaving you with no heating and hot water…!
Making an Appointment
We will send you an appointment about 2 weeks before our contractor calls to do your gas
safety inspection. If the appointment does not suit you, please contact us to rearrange a
more convenient time. If you cannot keep an appointment please let us know as soon as
possible.
If you are not there for the appointment the contractor will leave a card to let you know he
has been. We will then send you another appointment. If you miss that one as well we will
write to you to asking you to call the Contact Centre. If we do not hear from you we will start
our legal procedure as stated in your tenancy terms and conditions.
We will go to court for access and we will request all costs which normally exceed £1000.
If you have payment meters please make sure you have sufficient credit for these safety
tests to be carried out, otherwise we will also class this as a missed appointment.
WE MUST KEEP TO THE LAW
Customer Care
Our contractors are highly skilled and qualified to carry out the work to a high standard.
We also employ an independent inspector to carry out random checks on their work. This
inspector may contact you so one of these checks can be carried out.
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Customer Satisfaction
You will be sent a customer satisfaction survey when the works order is completed. Please
complete this survey and return it in the envelope provided.
This helps us to monitor the performance of the contractor.
Useful Contact Numbers
Spectrum Contact Centre: 0800 783 7837 or 0300 777 7837
HSE Gas Safety advice line: 0800 300 363
Transco (Gas leaks): 0800 111999
Page 50 of 122

Introduction
Aids and Adaptations for Your Home
We want you to be able to enjoy your home. If you are finding your home difficult to move
about in or use, we can help to make things easier. To live safely and comfortably at home, it
is important that you can move around it easily. If you are having difficulties using the stairs
or cannot get to the bathroom without help, you might want to consider making some
adaptations to your home. Adaptations can range from installing grab rails and stair rails to
making a home suitable for someone who uses a wheelchair.
For people with disabilities, getting aids and adaptations to their home can be a confusing
and frustrating process. So, how can you go about making your home more accessible
What does accessible mean
“Accessible” doesn’t just mean being able to get in and out of your property. It means being
able to use your kitchen, bathroom, etc and to be able to live in your home in the same way
as everyone else.
Generally speaking, if your home is not accessible, you have four choices:
1. You can do nothing and struggle (not recommended!)
2. You can reorganise your home to try and manage more easily
3. You can apply for the aids and adaptations you require
4. You can look to move house
Usually, most people will be able to improve the access requirements and therefore their
quality of life by a combination of 2 and 3. Sometimes option 4 may be the only answer.
Before any aids or adaptations are specified, it is important to get expert advice. The
Associations can now help with minor adaptation requests, by instructing our in-house
Trusted Assessors. For major, more involved requests, an Occupational Therapist can look
at the difficulties you are having and suggest equipment and adaptations to meet your
particular needs.
What counts as an “aid or adaptation”
This may include simple aids such as handrails, lever taps and ramps through to stair lifts
and in exceptional cases, house extensions or through floor lifts.
What doesn’t count as “an aid or adaptation”
Generally speaking, items that are not linked to the property (e.g. wheelchairs, walking
sticks, hearing aids, etc) would not be provided through the aids and adaptations process.
You may still be able to get help with these items, but generally these would be through your
GP, hospital or other health services.
What if my home can’t be adapted
In some cases, due to the layout, age or structure of your home, it may not be possible to
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adapt your property. In this case, you may have to consider moving house. We can advise
on the best way to do this.
How can I request an assessment by a Trusted Assessor
You can ask for an assessment by one of our in-house Trusted Assessors by calling our
Contact Centre and requesting the adaptation. If it is a minor requirement we will be able to
process your request and organise an assessment appointment, within 5 working days.
Minor aids & adaptations, e.g. grab rails & lever taps can normally be arranged without the
need for an Occupational Therapist assessment. A more comprehensive list is available on
request.
How can I apply for an assessment by an Occupational
Therapist
You can request an assessment by an Occupational Therapist by contacting your local
Social Services team (or if you are in hospital, through the Health Trust), but bear in mind
that generally there can be a long waiting list to be assessed.
It is therefore important to request an assessment as soon as you are aware you are having
difficulty and don’t wait until it is a crisis situation to discuss your requirements and arrange a
home visit.
The Occupational Therapist will then look at your housing situation and decide if it is
possible to provide aids and adaptations to make your home suitable to continue to live in.
Some Occupational Therapists have a self assessment process in operation. This means
depending on your needs, you may not need to have a full assessment. For example, if you
only need a hand rail, it may be possible to have this fitted fairly quickly.
The Occupational Therapist will give you a report making some recommendations. When
you have this you should send your Housing Officer a copy of the report. Once we have
received the report, we can work out where to obtain the funding for the works.
Do I have to pay for the Adaptations
Spectrum will usually pay for work costing up to £1500, subject to availability of funds.
For works over £1500, there are grants available from your Local Authority. The main type of
grant available for works over £1500 is called a Disabled Facilities Grant (DFG). This grant is
mandatory and the Local Authority has a statutory duty to process your request, subject to
assessment and terms and conditions. What you receive will depend on your income. This
will mean completing a form to assess your ability to pay but don’t be put off by this as it can
still be worth applying. (Your Local Council and/or advice service will often have leaflets
available about DFG that give you more details). You will still need to have a report from the
Occupational Therapist in order to apply for DFG.
What if I can’t get a grant or help with the work
If you are not entitled to financial help with the aid or adaptation, you may decide to pay for it
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yourself. You could also look at asking a charity or trust to help you with the cost.
You can still get advice from an Occupational Therapist involved in your case, over the best
equipment to purchase or adaptation required and it is strongly recommended that you “try
before you buy”. Many disabled people have spent a considerable amount of money on
purchasing specialist equipment which is not suitable. If a salesperson comes to your home
to demonstrate the equipment, do not feel under pressure to purchase the equipment straight
away. Give yourself time to think about it and to ensure that it is what you really want and
that you can afford it.
How long does this take
There are waiting lists for visits by Occupational Therapists and it can take some time to
arrange the visit and get the report.
Getting funding can also take time:
• Our own internal process is quite fast and can take just a few weeks.
• But obtaining DFG can take 12 months or more.
It is important that you make contact with the occupational therapist as soon as you feel that
you need adaptations to your home.
Remember that:
• Funding for the adaptations is only available where the person benefiting from
the adaptation has an illness or impairment which leads to difficulty in
managing the tasks of daily living in their home
• The Occupational Therapist assessing your case has to recommend the
adaptation you need before we can deal with the request.
Page 53 of 122

Making improvements and alterations to your
home
Introduction
If you are a secure or an assured tenant you have the right to make certain improvement or
alterations to your home. We have published a list of these improvements and alterations in
your Resident’s Handbook.
Do I need permission to make alterations and
improvements
If you want to carry out alterations or improvements to your home you must receive our
permission. Permission will not be unreasonably withheld. However, the following
conditions apply:
• You must receive our permission to carry out the improvement.
• You must have our approval for the improvement before work starts.
• The work must be carried out by a person qualified to a proper standard.
• The improvement must be of a good quality and be inspected by one of our
surveyors.
You should also remember that for some work, e.g. improvements or additions to the
property, you may need to obtain others approval before proceeding, for example planning
permission or Building Regulations approval. You will be responsible for any costs
associated with these requirements.
How do I get permission
You should write to your Neighbourhood Housing Officer. Your letter should:
• describe the alterations or improvements you are proposing to make
• include three quotations for the work and give the name, address and
telephone numbers of the builders or contractors.
• say which contractor you are planning to use and why you have chosen them.
We will contact the builders or contractors. We will then write to you to tell you if we are
happy for you to proceed. The letter will say what conditions must be met, e.g. planning
consent, building regulations consent, qualifications of tradesmen, etc.
You must confirm that these conditions have been met before the works start.
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What happens when the work is completed
When the work is completed, we will inspect the improvements or alterations to make sure
that we are happy with the standard and quality of the work. We will expect to see any
certificates that you have received.
After this we will confirm that the works qualify under the Tenant Right for Compensation for
Improvements scheme (see below).
You must keep the payment receipts if you intend to claim compensations when you end
your tenancy and leave the property.
What happens when I leave the property
There are 2 alternatives when you leave your property:
• You may take any of your new fixtures with you when you leave the property,
however you will be required to make good any damage caused by their
removal before you leave.
• You may leave the alterations or improvements behind when you leave with
the permission of the Association. In this case you may be eligible for some
compensation.
Which improvements may qualify for compensation
Compensation will not be the full amount you paid for the improvements or alterations. The
amount of compensation will be dependent on how long ago the improvements were carried
out as detailed in our Tenant Improvement procedure.
The maximum amount payable in compensation is £3000. The list of qualifying
improvements is shown below, with their associated notional life in years:
Bath or shower 12
Wash hand basin 12
Toilet 12
Kitchen sink 10
Storage cupboards in bathroom or kitchen 10
Work surfaces for food preparation 10
Space or water heating 12
Thermostatic radiator valve 7
Insulation or pipes, water tank or cylinder 10
Loft insulation 20
Cavity wall insulation 20
Draught proofing or external doors or windows 8
Mechanical ventilation to kitchens and bathrooms 10
Double-glazing or other external window replacement or secondary
glazing 20
Rewiring or the provision of power and lighting or other electrical
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fittings (inc smoke detectors) 15
Any object which improves the security of the dwelling, but excluding
burglar alarms 10
How do I claim compensation
Compensation will only be paid when you end your tenancy and leave your home. To be
eligible for compensation the following conditions must have been met:
• You must have received our permission to carry out the improvement.
• You must have had our approval for the improvement before the work started.
• The improvement must be of a good quality and be inspected and approved
by one of our surveyors.
• You must have payment receipts for the cost of the improvement.
We will not pay this compensation when:
• You have an assured shorthold tenancy.
• You live in a shared ownership or other leasehold property (other specific
arrangements concerning improvements made by shared owners are
described in your lease).
Details of how to claim compensation are contained in our Compensation leaflet and in the
section within this handbook.
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Resident Recharges for Maintenance Works
Introduction
If a resident causes damage to their home or communal areas, the Associations reserve the
right to recharge them for the cost of putting the damage right.
We need to ensure the good upkeep and appearance of our estates and communities and
will address a perceived culture where residents are not held responsible for their actions.
Recharging residents for damage will enforce the conditions of the tenancy agreement.
Landlord & Tenant’s Rights and Responsibilities
The Tenancy Agreement details the Rights and Responsibilities of the Landlord and the
Tenant. In our tenancy agreements we have the right to recharge for costs that arise from
undertaking repairs which are needed because of damage or misuse by the tenant, members
of the household or visitors. The tenancy agreement will state the tenants responsibilities for
putting right any damage caused to the property or communal areas. In the event that this is
not rectified, the Associations may enter the premises and carry out the work and charge the
tenant for the cost of this. Ultimately, the Associations can also try to get possession of the
premises under condition 13 (Schedule 2) of the Housing Act 1988 as amended by the
Housing Act 1996.
The terms that relate to Leaseholders and Shared Owners are contained within their
individual leases however the Associations have the ability to recharge residents with their.
Definition of Rechargeable Repairs
Rechargeable repairs are works undertaken by the Associations to rectify damage
caused to the structure, fixtures or fittings of our properties or communal areas,
whether through accidental damage, wilful neglect or deliberate misuse. Repair
charges may be recovered where such damage has been caused by the tenant,
household member or visitor in accordance with the Tenancy Agreement or Lease.
Repairs which are considered as rechargeable include –
• Changing locks and/or provision of new keys where lost or not handed in on
termination of tenancy.
• Repairs due to improvement and/or alterations carried out by the resident,
where permission has not been granted and/or not in accordance with the
provisions of any given permissions.
• Required repairs due to deliberate damage, neglect or inappropriate use of
fixtures, fittings to the internal and external fabric of the building and its
walls/fences.
• Reinstatement of missing fixtures, fittings, walls and fences provided by the
Associations.
• Rubbish clearance from occupied or void properties including lofts, gardens,
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sheds/outhouses and communal areas.
• Removal / reinstatement of all items where it has not been agreed in writing to
be left for the incoming residents, in the case of void properties.
• Cleaning of void property where it does not meet the minimum void standard.
• Clearance of blockages to waste pipes and/or drains (within or outside the
boundaries of the property) which has been caused by the resident, family
member or visitor.
• Any re-glazing of components where no damage report has been made to the
Police and no crime reference number provided to the Association.
• Persistent failure to comply with access requirements to carry out gas or oil
safety checks, including access provision for other required repairs.
• Abortive call-outs where access was not possible despite appointments being
made beforehand.
In cases where works have been identified as rechargeable, the resident will be advised that
they will be recharged if the Associations carries out the works. The resident will be given
the opportunity to rectify the problem we raise the works order to complete the repair. We
will check that the required works have been undertaken by the resident to a satisfactory
standard. In the event that the works have not been carried out satisfactorily, the necessary
orders will be raised to carry out the works and the resident will be advised of this and the
total costs that they will be charged.
Upon completion of the works, the resident will be sent an invoice detailing the works
undertaken and the actual costs involved. The resident will be required to pay the debt in full
or to agree a payment plan to repay the debt. Operational staff will have the responsibility for
approving the recharge, negotiating any repayment plans and for the collection of the debt.
Exceptions to the Recharge Policy
We recognise that there are circumstances where recharging residents would not be
reasonable. The list below details the exceptions to the recharge Policy:
• Any resident who is defined as vulnerable may not be recharged for the costs
of undertaking works if it is considered that this action would be detrimental to
the welfare of the individual.
• Victims of domestic violence will not be charged for the costs of repairing
damage caused to the property through an incident of violence. However, in
the event that the perpetrator is a sole tenant, the charges could be pursued
with them. In the event that the perpetrator is not a tenant of one of the
Associations, the matter can be referred to the Police and costs pursued
through any resulting criminal action that they may pursue. In considering the
appropriateness of the action to pursue, operational staff must consider the
implications on the case as a whole and the Association’s Domestic Abuse
Policy should be referred to for guidance on this matter.
• Anything which is a risk to the Health and Safety or Security of the resident or
other residents in the vicinity. In these cases, the Associations will carry out
any works necessary to make the situation safe and secure without giving the
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esident the opportunity to rectify the problem themselves. The Associations
may ultimately recharge the resident for the costs involved in making the
situation safe and secure and any additional costs associated with completing
the full repair.
• Any works within the communal areas of a scheme which affects the
appearance or good management of the scheme and / or where identifying
the perpetrator would cause a delay in the problem being resolved. As above,
in these cases the Associations will carry out any necessary works without
giving any resident the opportunity to rectify the problem themselves. The
Association may ultimately recharge the resident who was responsible for
causing the problem for the costs associated with completing the repair.
• Where damage or vandalism is discovered in the pre-void inspection, the
resident will be given the opportunity to rectify the problem or paying the total
costs in full before the tenancy ends.
• Where damage or vandalism is discovered in the post-void inspection, after a
resident has vacated the premises, the Association will carry out the
necessary works and advise the former resident of the costs to be recharged.
• In cases where there is ambiguity over the cause or responsibility of the
repair, operational staff can negotiate a ‘compromise agreement’ with
residents whereby the cost of the works is shared between the Association
and the resident. In such cases, the authority of a member of the Operations
Management Team is required over the costs to be applied.
In addition, where tenants are classed as vulnerable we will carry out certain works which are
normally the responsibility of the tenant, where they represent a risk to the tenant’s health
and safety, as follows:
• Locks
• Smoke detectors
• Blocked drains
• External doors
• Glazing
• Tap washers
The cost of these will be met from the Associations’ responsive repairs budget and not
recharged to the tenant.
Enforcement Action
Similarly to any breach of the Conditions of Tenancy or Lease, the Associations will pursue a
staged approach to any enforcement action which will take into account the circumstances of
the case and the appropriateness of the resulting action. The following options are available
when considering the appropriate action:
• Internal processes must be pursued in all cases and will include initial
notification, negotiation of repayment arrangements and reminder letters.
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• Referral to the Police in order to pursue criminal remedies can be considered
in more serious cases of intentional vandalism and damage where there is
sufficient evidence to determine the identity of the perpetrator and / or civil
remedies are not available or appropriate (for example if the perpetrator is not
a WCHA resident of one of the Associations)
• The Associations can use the Small Claims Court, where the recharge costs
are in excess of £500 and there is no existing money judgment for arrears.
This would enable us to seek a legal remedy without pursuing repossession
action.
• Repossession action must be a last resort when other options have been
exhausted and should be considered only in serious / multi-issue cases. The
Association should instruct the Legal Services Panel Solicitors for Housing
Management in such cases.
• Referral to a debt recovery agency may be made for former tenant debts only.
Pursuit of these debts will be administered in line with the Association’s
Former Tenant Arrears Policy and would be subject to commission being paid
for the successful recovery of any debt.
• Where possible, residents will be prevented from moving within Spectrum
Housing stock whilst rechargeable repair debts are outstanding or the repair
itself has been rectified by the resident. Where appropriate, restrictions will be
applied to moves within the sector although it is accepted that this is not
always possible.
Any cases where legal action (civil or criminal) is recommended must be authorised by a
member of the Operations Management Team before any referral is made.
Recovery of Costs
Operational staff will have the authority to apply a recharge against a resident in line with this
Policy and the accompanying Procedures. The recharge may include the costs of
administration and any legal fees or costs incurred through pursuing repayment of the debt.
Staff will have the authority to negotiate repayment plans with residents and any compromise
agreements with the authorisation of a member of the Operations Management Team.
The cost of the recharge will be added to the resident’s sub-account and it will be the
responsibility of the operational staff to pursue the payment of the debt. Any monies
specifically paid by the tenant towards a recharge will be applied to the sub-account. In
cases where the tenant does not specify this, the payment of rent will be treated as the
priority and the payment applied to the rent / service charge account.
Current resident debts will not be written off unless there is good reason to do so and in
these cases approval must be obtained from the Director of Operations.
Debts relating to former residents will be treated in accordance with the Former Tenant
Arrears Policy including the required authorisation to write-off any debt.
Appeals
Any resident may request a review of a decision at any stage of the process if they are not
satisfied with a decision or action taken. Such an appeal must be made within 21 days of the
decision and must be in writing.
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Details of the appeals process is available on request.
Monitoring, Reporting and Reviewing
It is important for the Associations to monitor the effectiveness of the Resident Recharges for
Maintenance Works Policy in order to:
• Determine the impact that this has had on the repairs expenditure / budget
• To ensure that operational objectives and targets are being met;
• To ensure fairness and the appropriate standards of service delivery are being
maintained;
• To highlight whether any changes to policy or procedure are needed;
• To inform the decision whether to continue operating rechargeable repairs
The following information will be recorded and monitored:
• The number and value of invoices that were recharged;
• The total amount and percentage recovered;
• The number of Notices served due to rechargeable repairs;
• The number of cases resulting in any legal action and the outcomes;
• The number of appeals against a decision to recharge a resident;
• The number of appeals upheld and the reasons why;
• The number of appeals rejected;
Operational managers as part of the monthly review meetings will monitor the operation of
recharges and they will agree the appropriate actions to deal with these if internal procedures
have been exhausted. Monitoring information will also be included in the quarterly reports to
the Resident Panels. An overall analysis of the operation of rechargeable repairs will be
reported to Board after the first year of operation.
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Estate Management
Introduction
Spectrum Housing Group and its subsidiary Associations have made a commitment to work
hard with our customers and partners to create neighbourhoods in which people want to live.
In particular:
• We put neighbourhoods at the heart of everything we do.
• We promote neighbourhoods where there is a place for everyone with positive
support for diversity.
• We work in partnership with local people, councils and other agencies.
• We are open and explicit about our role in neighbourhoods and about the time
and money invested in them.
In order to achieve these aims the prime objectives of the estate management policy are
to ensure that the schemes and neighbourhoods on which our customers live:
• are maintained to a high standard
• are safe, tolerant and cohesive places in which to live
• Are sustainable both for the individuals and for the community as a whole
• Provide opportunities for our customers to get involved in the development
and management of our neighbourhood services.
This information sets out a summary of the services that are covered under our Estate
Management policy.
Advice and Assistance
Advice and assistance with respect to all tenancy related matters is available to residents
during normal office hours. Home visits can be arranged if needed.
At sign-up interview, Neighbourhood Housing Officers will give information about the services
available and residents will be given a Handbook containing all relevant information.
Neighbourhood Housing Officers will provide support and assistance, as far as possible to
residents who are considered vulnerable.
Neighbourhood Maintenance
Scheme Inspections
We will develop scheme service statements for estates and will inspect schemes and
neighbourhoods on a regular basis. Inspections will not take place regularly for Existing
Satisfactory properties which are individual street properties purchased by the Association to
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fulfil a specific local need. Neither will they necessarily apply to key worker accommodation
where the service is defined within specific contractual conditions.
The frequency of inspections will depend upon the size of the scheme and is stated in the
Scheme Service Statement for neighbourhood management.
Residents are encouraged to accompany staff on scheme inspections and our responsible
resident scheme is an initiative to involve our customers in the evaluation of our grounds
maintenance, cleaning contractors and other service contracts.
We will also undertake an annual risk assessment on all schemes with communal internal
areas.
Information about our response repairs service can be found in your handbook.
Neighbourhood Management
Anti-social Behaviour
We are committed to dealing effectively with all aspects of anti-social behaviour and
breaches of tenancy agreement, whilst having regard to statutory rights, obligations and
good practice as they from time to time evolve. Effective dealing with a case involves the
parties and/or the Association together with third party organisations working towards
resolving the issues, with appropriate enforcement action being taken. Eviction will be
sought only as a last resort. Our approach to anti-social behaviour is described in our Group
Anti-social behaviour policy
‘
Good Neighbour Agreements
These are voluntary agreements between the Association and residents. They are used
primarily to promote positive behaviour by tackling anti-social behaviour and also get
residents to share responsibility and do their bit to make their environment a safe and
enjoyable place to live.
Good Neighbour Agreements present a statement of what it means to be a good neighbour.
Their introduction on a scheme will be considered where there have been problems reported
and so the detail of each agreement will vary from scheme to scheme.
We will also give advice to residents about pet ownership and rubbish and waste removal.
Neighbourhood Development
We are committed to the creation and maintenance of balanced and cohesive
neighbourhoods. Our approach to the development of sustainable communities is contained
in our Community Development Strategy.
In order to meet the commitment to neighbourhoods, each year we will produce a
Neighbourhood and Communities Action Plan. This plan will contain the specific actions to
be undertaken in the following year, including, but not limited to;
• Collection of key neighbourhood information including sustainability indicators
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• The improvement in service delivery to neighbourhoods
• Identification and delivery of neighbourhood projects and estate strategies
• Working with third party organisations and partners
Sustainability Indicators
We will carry out an annual exercise which will look at some key indicators to identify any ‘at
risk scheme’, and develop estate strategies where needed. The indicators used include the
number of voids, reports of ASB, level of arrears, numbers of evictions and abandoned
properties.
Environmental Improvements
As part of its focus on neighbourhoods, we will engage in the identification and development
of environmental improvement projects that will help to encourage and create sustainable
and cohesive communities. We will provide an annual budget to fund the establishment and
completion of these projects.
Resident Led Scheme Improvement Grants:
This fund is for projects that enhance the sustainability of neighbourhoods. In particular
proposals that improve safety, security, facilities for children, improve the appearance of the
neighbourhood or make improvement to facilities such as parking, lighting and recreation
shall be given priority.
Customer Satisfaction
We are committed to monitoring customer satisfaction and will conduct a satisfaction survey
of its customers each year. The survey will cover the following areas:
• Home
• Neighbourhood
• Payment Service
• Repairs Service
• Grounds maintenance service
• Cleaning service
• Antisocial behaviour
• Complaints
• Resident Involvement
The results of the survey will be used to identify areas for improvement
Ongoing Service Performance
In addition, we will monitor estate management performance on an ongoing basis using other
performance management tools such as Quality Housing Services
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Value for Money
The Associations seek to adopt good practices and incorporate value for money principles in
all its activities and believes that driving efficiencies whilst improving quality is the best way
to deliver a better, more cost effective and more responsive service. Our Value for Money
Strategy sets out how we will achieve this in detail.
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Tackling Anti-Social Behaviour
A Summary Statement of Policy and Procedures
Spectrum’s policy on anti-social behaviour
Spectrum Housing Group and its subsidiary Associations, Western Challenge, Signpost and
Medina are committed to dealing effectively with all aspects of anti-social behaviour and
breaches of tenancy agreement.
We believe it is the right of every resident to live peacefully in their homes, free from the fear
of anti-social behaviour. We will take incidents of anti-social behaviour will be taken
seriously and all reported cases will be assessed and recorded. There may be some
incidents that we do not consider to be anti-social behaviour and in these circumstances the
Association could decide not to take any action other than to give advice to the complainant.
If direct action is considered appropriate, we will investigate and consider the frequency and
severity of incidents and their effect on the victim(s) before deciding on the action necessary
to tackle the problem.
We have detailed procedures for dealing with many types of anti-social behaviour including
public disorder, drugs, noise, violence, harassment, dogs, vehicles and vandalism.
Who does this policy apply to
This policy and related procedures apply to all properties owned and / or managed by the
Association. This includes our tenants, leaseholders, shared owners, people living in key
worker or market rented accommodation. We recognise that it has a duty to develop and
maintain sustainable communities with all residents, and we will work with other agencies to
do this.
Separate procedures exist for each subsidiary Association and may vary depending upon the
business activity. For example, there may be additional procedures in place for residents in
supported housing to complement arrangements in place with our Managing Agents.
What is anti-social behaviour
Anti-social behaviour is conduct that causes annoyance or distress to neighbours, people in
the locality or to our employees and contractors. It includes acts by you as the tenant, your
partner, your children, your pets and anyone who may be visiting your property.
The perception of anti-social behaviour could be anything from fairly minor irritations, such as
children playing to the most serious cases of violence and harassment.
Your obligation
Residents must behave in a reasonable way and not interfere with other residents’ peaceful
enjoyment of their homes. This is part of your tenancy agreement, which is a legal document.
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You should always try and resolve disputes between yourselves first; particularly if this is
because there is a clash of lifestyles. When we are deciding whether we should become
involved, we will look at how you have tried to resolve the problem first.
Who can help
It is not always possible for us to resolve every type of anti-social behaviour or dispute. We
will try to give you advice about what you can do yourself or information on other agencies
that can help.
Under the Human Rights Act 1998, we should only become involved if the effect of the antisocial
behaviour outweighs the effect of us interfering in the private life of another resident as
we try to resolve the problem. This may mean that in some cases there is no action we can
take. For example, normal household noise during the daytime or if you disagree because
your lifestyles are different.
In some cases of anti-social behaviour we have very limited or no power to take action on
your behalf, but other agencies may have different powers, for example the Police or the
Environmental Health Department. We will tell you if this is the case and give contact details
for these other agencies.
What can I do to help myself
In most cases you should try to resolve any differences you have with your neighbours by
talking things through and by compromise. Often someone causing nuisance may not
realise that what they are doing affects you and you can resolve the situation amicably by
pointing it out to them politely.
Involving us before talking with your neighbour may just make the situation worse, as your
neighbour will feel you have not given them the opportunity to put matters right before
making it official.
Another option may be to participate in mediation. Mediation aims to help people reach an
agreement. The key to mediation is that you can decide on the terms of agreement
yourselves. We will consider referring disputes to a mediation service where appropriate. In
certain circumstances we can help fund mediation services.
Clearly there may be situations where talking to the person causing the anti-social behaviour
is not advisable, for example where they may be threatening you. In such cases you should
contact us and the Police straight away.
How can I report anti-social behaviour
If you wish to report an incident of anti-social behaviour to us, this can be done in a number
of ways: by telephone, email or letter, through our Website, or by visiting our offices in
person.
When you report anti-social behaviour to us we will advise you of the process involved in
trying to resolve the problem and whether or not we can help.
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All reports received will be recorded and individually assessed.
Customer response timescales
We will record every case that is reported to us and assess it to decide whether it is an antisocial
behaviour. We will take into account how serious the incidents are, how often they
take place and the effect that they have on you and your neighbours. We will look at other
contributing factors such as the construction of the building. We will also consider the
intentions of the person who is carrying out the behaviour and is they have any disability or
support needs.
After the initial assessment, all reports of anti-social behaviour will be given a Priority
Category. This will determine the timescale for response.
PRIORITY 1 - Serious anti-social behaviour will not be tolerated at any level. Where there is
evidence that the household is at risk of serious assault or in danger, or there is persistent,
substantial harassment and the victim is considered vulnerable, the case will be determined
as a priority 1. Examples are:
• Actual violence or threats of violence (including domestic violence)
• Racial or any other form of harassment
• Confirmed Class A Drug Dealing
We have a victim-orientated approach when dealing with such cases and these will be
treated as urgent.
Priority 1 cases require a response within the same working day.
PRIORTY 2 - Where there is evidence of anti-social behaviour, but no one is considered to
be at immediate risk. Examples include the following:
• Drug dealing, unless the complainant is considered to be at risk or it is
confirmed that Class A drugs are involved
• Drug use, unless the complainant is considered to be at risk
• Nuisance from animals
• Vandalism and graffiti (unless racist or offensive)
• Regular loud noise including loud music, shouting and swearing, noise from
televisions and radios, or vehicular noise during unsociable hours (after 11pm
and before 7am)
• Unroadworthy/abandoned vehicles
• Litter/Rubbish
• Public disorder
Priority 2 cases require an initial response before the end of the next working day. This may
be an acknowledgement depending on how serious the issue is.
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PRIORITY 3 – Incidents which may be causing a nuisance but which are not considered to
be anti-social behaviour and do not present a risk. Examples include:
• Household noise
• Isolated incidents of loud music during the daytime
• Potential one-off incidents such as a party or DIY work
• Children playing or youths socialising/playing ball games
• Parking issues
• Clashes of Lifestyle (including disturbance to shift workers)
• Minor disputes between individual neighbours where there is no independent
evidence
We will record these complaints but we may not take any action. We will give advice and
may offer mediation, as well as information about other agencies that can help.
Priority 3 cases require a response within one working week.
Resolving a neighbour dispute
It can take some time to resolve disputes between neighbours. We must stay impartial
throughout the process and not show either side any favouritism. When we receive a report
of anti-social behaviour we have to investigate both sides of the story and gather the facts
together to try and resolve the situation.
You may be asked to keep a diary of the events that cause a nuisance to you and this may
need to be done over a period of time so that enough evidence is gathered. We know that
this can be time consuming and stressful, but what you see or hear could be needed as
evidence at a later stage. Each person witnessing the incident will be asked to keep their
own record of events.
What action will the Association take
We will try and resolve the situation informally wherever possible. We will support the people
involved so that they can try to solve their differences themselves. One of the options that we
encourage people to use is mediation. We are happy to arrange this where appropriate.
We will look at how serious the incidents are, how often they take place, the effect on the
victim and the evidence available before we decide what action to take.
In some cases, typically where the perpetrator is a young person, we may set up a contract
with them called an ‘Acceptable Behaviour Contract’ (ABC). This contract will detail the
behaviour expected of the perpetrator, and we will monitor the contract closely.
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Legal action
If a problem continues and is of a serious enough nature to breach the tenancy conditions,
we may have to begin legal proceedings against the perpetrator to prevent them from
causing further anti-social behaviour or to remove them from the property. Legal action is a
last resort and is only considered once all other options and remedies have been explored.
To take legal action we need to provide evidence to the Court to show that the behaviour of
the perpetrator has been unacceptable. We also need to show the effect that this has had on
people living in the area. This evidence may be written down, for example in letters or diary
sheets. You may need to be prepared to record events over a period of time. You may also
have to go to Court to give evidence. We will support through throughout this process.
The legal process can take many months, as we have to follow legal requirements and wait
for Court dates to be set. Our ability to speed up this process is extremely limited but we will
keep in close contact with you and keep you informed of progress with the case.
Legal action may involve us applying for Injunctions, Possession Orders, Demotion Orders or
Anti-Social Behaviour Orders.
What evidence will be needed
Incident diaries are vital as they are often the basis for our evidence. We will give you
incident diary sheets to use and explain how best to record the incidents you witness.
If you need to give evidence in Court you will refer to these diary sheets. We know that giving
evidence can be difficult and we will support you through the process.
When will the Association close a case
We will close a case where the situation has been resolved and the person who made the
complaint is happy for us to do so.
In certain circumstances we will close cases even if the person who made the complaint
does not want us to. This will be where we believe we have done everything we can that is
reasonable and proportionate to resolve the complaint.
We will close cases when:
• Diary sheets have not been returned after three months
• We will also close a case where the complainant has failed to respond to our
requests for further information.
• The nuisance experienced is because neighbours have difference lifestyles
and the person who made the complaint is not willing to take part in
mediation.
If we decide to close a case against the wishes of the person who made the complaint, we
will record why we have done this and advise them what they can do next.
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Help with specific types of nuisance
Below is some information to help you about specific types of anti-social behaviour that may
arise.
Harassment/hate relates incidents
We will take all reports of harassment and hate-related crime very seriously. Harassment is
defined as “unreciprocated and unwelcome comments, looks, actions, suggestions or
physical contact that is found objectionable and offensive and that might frighten or
intimidate”.
Harassment can be directed against anyone, including but not limited to lesbians, gay men or
people with disabilities. A racist incident is defined by the Stephen Lawrence enquiry as “any
incident which is perceived to be racist by the victim or any other person”. If you experience
or witness harassment or other hate-related crime then you should report it to the Police
immediately and then to us. We will do everything we can to assist you or put you in touch
with people who can be of more help, if appropriate. We can also arrange for an interpreter
and/or advocate to be present if you need one.
Drugs
If you believe that drug dealing is happening at one of our properties, you should report this
to the Police first and then to us. Once the Police have investigated this matter, should they
provide evidence of drugs offences, we will then consider the appropriate action to be taken.
Noise nuisance
If you are disturbed by unreasonable levels of noise, for example from televisions or radios,
first approach your neighbour and explain politely that you are being troubled by noise. You
may find this difficult, but often people are unaware of the problem they are causing. Most
will be glad to do what they can to reduce noise.
If this does not resolve the problem or you feel that you are unable to discuss the matter
directly with the perpetrator you should contact us to register the details of the nuisance. We
will supply you with an Incident Diary to complete in order to keep a record of the dates, time
and nature and effect of the noise nuisance. The completed Incident Diary will enable us to
determine the action to be taken.
The Environmental Health Department at the Local Authority are more often able to help with
cases of serious noise nuisance, as they have difference powers to deal with this type of
anti-social behaviour. If they consider that the noise is a nuisance, they will contact the
perpetrator, informally at first, to tell them that the noise must stop. If it continues they may
issue a Noise Abatement Notice. If the problem still continues, the Local Authority can
prosecute the person causing the noise.
.
Violence and threats of violence
This type of anti-social behaviour is very serious and no resident should have to live in fear of
violence. Violence or threats of violence are crimes and the incidents should also be
reported to the Police. We will liaise with the Police over any incident(s) and agree the
appropriate action to be taken by both organisations. Again, the action taken will be
proportionate to the seriousness of the situation and the effect on the victim. We will also
provide support to the victim whilst the case is being dealt with.
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Domestic Abuse
Domestic abuse is serious and you should report it to the Police as well as to us. Our main
role is to work towards a situation that prevents further domestic abuse. This may involve
working with other agencies.
Spectrum Housing Group has a separate policy on Domestic Abuse. Please contact us if you
require further information on this subject.
Other General Crime
There is a range of crime-related anti-social behaviour. The fact that someone has
committed a crime is not in itself grounds for the Association to take further action against
them however offensive or upsetting the crime may have been. In order for a crime to be
relevant it would have to breach the Conditions of Tenancy or directly affect the
neighbourhood or people living there.
If you are aware of a crime being committed, you should report this to the Police and then to
us. We will then liaise with the Police and agree on the appropriate action to be taken.
Dogs and other pets
It is a condition of the tenancy agreement that any pet kept in one of our properties must not
cause a nuisance to neighbours. Pets cannot be kept without our permission.
If a pet causes a nuisance, for example a dog barking excessively, fouling or roaming without
a lead you should report this to us. We will then contact the pet owner who will be given the
opportunity to improve the situation within a given period of time. If the problem continues,
we will withdraw permission for the pet to be kept at there.
The Environmental Health Department at the Local Authority or the dog warden may also
help with nuisance caused by dogs; for example, they may seize a dog if it is roaming without
a lead or they may fine owners who are failing to look after their dogs in a responsible
manner. The Police can also help with problems caused by certain breeds of dogs and may
be able to take action under the Dangerous Dogs Act 1991.
Vehicles
It is a breach of your tenancy to keep a vehicle on any roads, parking areas or land owned by
us if it is not privately owned, taxed and roadworthy. You may not keep caravans, boats,
trailers or any vehicle used for business purposes on our land without our permission. Major
vehicle repairs, inconsiderate parking or blocking other roads, driveways and parking areas
are not permitted.
Estate appearance and property neglect
If you notice anything around the estate such as vandalism, graffiti or rubbish you should
contact us with the details as soon as possible.
We will take prompt action to remove graffiti, repair vandalism and remove dumped rubbish.
We may need to report the matter to the Police as vandalism and graffiti are also criminal
offences. Racist or other offensive graffiti will be removed within 24 hours.
Reports of property neglect will also be taken seriously as this is often a sign that a property
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may have been abandoned. You should also report damaged fencing, smashed windows or
untidy gardens.
If you know who is responsible for the problem you can tell us in confidence. We will then
make contact with them and they may be asked to put things right or be charged for the
costs involved. If we do not know who is responsible, we may contact all residents in the
area to make them aware that the problem is unacceptable. If we cannot find out who is
responsible then the cost of dealing with this will be added to the service charge for the
areas. This means that everyone in the area shares the cost of putting things right.
Appeals
You may request a review of a decision at any stage of the process if you are not satisfied
with a decision or action taken. Such an appeal must be made within ten working days of the
decision and must be in writing.
Please note that this is separate from the Complaints Procedure. The Appeals Process
should be pursued if you would like a review of a decision we have made. You should use
the Complaints Procedure if you are unhappy with the way that we have handled an issue or
dealt with you.
There are three stages to our Appeals Process:
Stage 1 – the appropriate Manager will assess the reasons for the decision. You will receive
an acknowledgement within five working days which will confirm the timescale when a full
response to the appeal will be made – usually within ten working days depending on the
nature of the appeal.
Stage 2 – if you are dissatisfied with the response to Stage 1, you may escalate the appeal
to a Senior Manager who will carry out further investigations. You will receive an
acknowledgement within five working days which will confirm the timescale when a full
response to the appeal will be made – usually within ten working days depending on the
nature of the appeal.
Stage 3 – if you remain dissatisfied, as a third and final stage, you may request that an
Appeal Panel considers your appeal. The Appeal Panel consists of three members of the
Association’s Committee of Management, one of which must be a resident representative.
You are able to attend the Appeal hearing in person or be represented by an advocate or
provide a written statement. Equally, you do not have to attend or be represented at the
meeting if you do not wish to. We will confirm the date of the hearing within 15 working days.
You may bring someone with you to the hearing. You will receive a response within two
weeks after the hearing.
If you are still not satisfied with the outcome of your appeal, you may wish to contact:
Housing Ombudsman Service
81 Aldwych
London, WC2B 4HN
Telephone: 0845 7125 973
Website: www.housing-ombudsman.org.uk
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Our policy on confidentiality and data protection
Any information given to us will be treated in confidence. It will not be passed to either the
person named in the information or any external agency without the permission of the person
who gave the information.
The exception to this may be where there is a health and safety risk and disclosure of the
information would alleviate this risk. Essentially, personal data can only be disclosed for the
purposes of considering action under the Crime and Disorder Act 1998, to prevent a
crime/fear of crime and/or any form of abuse to a child.
Whilst partnerships and multi-agency liaison is essentially about sharing information, Data
Protection Legislation and agencies individual policies on confidentiality are still applicable.
Our policy on equality and diversity
Our Anti-Social Behaviour Policy and related procedures have been developed to support
our commitment to equality of access and quality of service delivery. We will ensure that no
customer is disadvantaged irrespective of their race, gender (including gender
reassignment), religion or belief, colour, ethnic or national origin, sexual orientation, marital
status, age, disability, or social position in accordance with the Spectrum Housing Group
Equality, Diversity and Inclusion Policy.
We will ensure that specific communication or support requirements and equal access to the
service is available. We will monitor reports of ASB to identify and address and inequality of
access to the service. Furthermore we will record and monitor incidents of ASB and the
actions taken to ensure no individual or group is excluded.
More information
If you require more information about our approach to anti-social behaviour, please write to
us, send us an email or call our Contact Centre.
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Harassment
A Guide for Customers
Our Policy
Spectrum Housing Group and its subsidiary associations has a “zero tolerance” approach to
all forms of harassment, and recognises the importance of fast and appropriate responses to
any allegation whether by, or to a customer or member of staff. The Group recognises racial
harassment as an aggravated and very serious form of harassment. This guide sets out the
principles of the Group’s policy, a full copy of which can be obtained on request to the
contact details at the end of this leaflet.
Definition of Harassment
We consider the definition of harassment to be
Unreciprocated and unwelcome comments, looks, actions, suggestions, or physical contact
that is found objectionable and offensive and that might threaten or intimidate.
Harassment could be for instance:
• sexual
• religious
• racial
Harassment could be directed against anyone who is perceived by the perpetrator as being
different. This sometimes includes:
• lesbians
• gay men
• people with disabilities
If anyone, including the victim, a witness, a housing officer or any other person perceives an
incident to be one of harassment it will be recorded and vigorously investigated as such.
Encouraging Reporting of Incidents
We want to create an environment that will ensure victims will feel more comfortable
reporting incidents to us. We hope to achieve this by:
• Extensive training for staff
• Choice in relation to whom a report of harassment can be made (see how to
make a report below).
• Effective publicity.
What to Expect
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Following a report of an incident or incidents of harassment, wherever practically possible
and by agreement with the victim, a member of staff will meet with the victim within 48 hours
of the report.
Support for victims
The support needs of the victim are paramount, and his / her views will be sought before
taking any action. This does not mean that we will not take action if the victim does not wish
it. Sometimes we have to consider whether anyone else might be at risk of harassment if we
do not take action. However wherever possible we will try to accommodate the victim’s
wishes.
In addition to the potential for enforcement action against the perpetrator, the measures we
can / will take include:
• Putting the victim in touch with local support groups that might be appropriate
• Implementing security measures
• Arranging for repairs / removal of graffiti to be conducted as an emergency
• Providing access to translation services
• Ensuring confidentiality wherever possible
• Ensuring the victim is kept up to date with progress
Enforcement Action
Following a vigorous investigation of the report, where there is evidence that will support
enforcement action, we will consider what the most appropriate form of enforcement might
be, this could include:
• Injunctions
Publicity
• Anti-social Behaviour Orders
• Demoting a tenancy agreement to an Assured Shorthold Tenancy
• Seeking possession of the property
• Disciplinary proceedings against or dismissal of any employee from their
employment.
• Through liaison with other statutory agencies such as the Police and Local
Authority other forms of enforcement action could also be considered.
Where we successfully take enforcement action against perpetrators, it is important evidence
that demonstrates that we do what we say we will do. Depending on the wishes of the victim
(and any other witness), we may seek to publicise the results of a case, as a message to
others that perpetrators cannot get away with harassment.
All our offices will display posters and other publicity material that carry anti-harassment
messages.
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Preventing Harassment
We will monitor closely where we are receiving reports of harassment to consider whether
there are any additional preventative measures that could be taken, which may for instance
include improvements to the security and design of our schemes and properties.
We will consider sensitively, lettings of properties in areas where there may be previous
records of harassment.
We will do our best to ensure that the local authorities, with which we work in partnership,
also do not prejudice a housing applicant who has refused accommodation on the basis of a
fear of harassment.
We will establish good, constructive partnership working with local agencies, and will work
alongside key community agencies to develop joint responses where there are issues.
How to Report Harassment
If you believe you or somebody you know, is, or has been a victim of harassment, email us,
write to us or call the Contact Centre.
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Domestic Abuse
Spectrum Housing Group believes that everyone has the right to a home which is free from
abuse, but we recognise that people may be subjected to abuse within the home. This
information sets out the service that resident can expect to receive from the Associations
following reports of domestic abuse.
What is Domestic abuse
Abuse by one person against another will be considered to be domestic abuse if there is or
has been a relationship between the parties, such as:
• Married Couple
• Partners, same or different sex
• Family members
The nature of the abuse may be physical (actual or threatened) or mental and the abuse
may take place inside or outside the home. Examples of domestic abuse include:
• Actual physical violence or threat of violence
• Verbal abuse or intimidation
• Constant ridiculing or criticism
• Threats of taking the children away
• Threats of preventing contact with friends or family
• ‘Honour based violence’
• Forced marriage
• Genital mutilation
• Financial abuse
Abuse between unrelated parties will be treated as harassment and will be managed in line
with the Group’s Anti-Social Behaviour Policy and procedure.
Confidentiality and Privacy
Any information given to the Association will be treated in confidence. It will not be passed to
any individual or external agency without the permission of the person who gave the
information. The exception to this may be where there is a health and safety risk and
disclosure of the information would alleviate this risk. Essentially personal data (information
relating to an individual including only address details) can only be disclosed for the
purposes of considering actions under the Crime and Disorder Act, to prevent a crime/fear of
crime and or any form of abuse to a child. We may also disclose information where the
resident is considered to be a vulnerable adult i.e. is aged 18 or over and is or may be in
need of community care, health or support services. In most circumstances we will still gain
consent before referral to another agency unless the victim is in physical danger and/or it is
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our considered assessment that the victim is unable or incapable of making an informed
decision for themselves.
Whilst partnerships and multi-agency liaison is essentially about sharing information, the
Data Protection Legislation and agencies individual policies on confidentiality are still
applicable.
The Associations will respect the confidentiality of all victims reporting domestic abuse in
accordance with our Confidentiality, Privacy and Data Protection policy.
What will Spectrum Housing Group do
We will put the wishes of the sufferer/s of abuse at the centre of our approach. We want
victims of such abuse to feel in control of their situation so we will agree the way forward with
them at all times.
We will:
• Treat all enquiries in confidence
• Take any concerns seriously
• Be non-judgmental and respect the wishes of a victim
• Explore the housing options available
• Provide information on other agencies/organisations that can help
• Consider any specific circumstances
• Listen
• Provide a male or female member of staff if requested
• Use a professional interpreter if required
• Keep the victim informed of action being taken by the Association
We will NOT:
• Lead or tell a victim of abuse what to do next
• Pressure victims into agreeing to do anything that makes them uncomfortable
• Ask victims to provide evidence of abuse they have suffered.
How can Spectrum Housing Group help
As your landlord we can only assist directly in matters that affect the family’s housing
situation but can provide information on other agencies and organisations that offer support
for people suffering domestic abuse. We can offer practical support in four ways;
• Provide support where victims of abuse wish to stay in their own homes
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• Give advice on re-housing options
• Advise how victims of abuse can seek emergency accommodation
• Provide additional security to the property to support victims who wish to
remain in their homes
Reporting Domestic Abuse
If you are the victim of domestic abuse, or you are aware of a resident that is; please report it
to your Neighbourhood Housing Officer or our Contact Centre Team as soon as possible.
You can contact us by:-
• Telephoning the Contact Centre
• Visiting our offices
• By e-mail: contact@spectrumhousing.co.uk or via our website
www.spectrumhousing.co.uk
• By Letter
Other Agencies That Can Help
Women’s Aid Federation
Southall Black Sisters
0808 2000 247 (24 hrs) 0208 571 0800 (10am-5pm)
www.womensaid.org.uk
www.southallblacksisters.org.uk
Parentline Plus
NSPCC
0808 800 2222 (24 hrs) 0808 800 5000 (24 hrs)
www.parentlineplus.org.uk
www.nspcc.org.uk
Childline
Everyman Project
0800 1111 (24 hrs) 0207 263 8884
www.childline.org.uk
www.everymanproject.co.uk
Kiran – Asian Women’s Aid
Victim Support Line
0208 558 1986 0845 3030 900
www.kiranproject.org.uk
www.victimsupport.org.uk
Samaritans
Mankind
08457 909 090 (24 hrs) 01823 334244
www.samaritans.org
www.mankind.org.ukadmin@mankind.org.uk
Island Women’s Refuge
The Law Centre
01983 825981 01983 524715
Jigsaw
Southampton’s Women’s Aid
01983 868380 02380 671626 & 02380 338881
Freephone 0808 801 0334
Asian Women’s Refuge Southampton
Poole Refuge
02380 437692 01202 748488 (24 hrs)
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Bournemouth Women’s Refuge
No Limits
01202 547755 (24 hrs) 02380 224224
Self Help Project
Parkman House
01458 446690 01454 868761
Portsmouth Domestic Violence Advice Line
Portsmouth Women’s Refuge
02392 876500 02392 291034 (24 hrs)
Respect – Men’s Domestic Violence Advice Line
Next Link Domestic Abuse
Services (Bristol)
0808 8010327 0117 925 0680 (Mon- Fri 9am-5pm)
info@mensadviceline.org.uk
enquiries@nextlinkhousing.co.uk
Police
Telephone 999 in an emergency. Your local Police force will have specialist officers
trained in supporting victims of domestic abuse.
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Pet Ownership Guidance
Introduction
Responsible pet owners and their pets can contribute greatly to a community.
Most owners derive significant benefits from their pets such as companionship, routine,
exercise and even lower stress levels; therefore we will not discourage pets in properties
where facilities for their proper care exist. Residents who have a licence agreement and or
live in scheme based supported accommodation will not be permitted to own a pet.
We will take a flexible view on allowing pets; depending on individual circumstances, whilst
controlling the numbers / species of pets so as not to cause a nuisance or health risk.
Decisions on allowing pets will be at the discretion of the Neighbourhood Housing Officer.
The responsibility for pets rests with the Resident. Residents must make suitable care and
veterinary arrangements, ensure that the pet does not cause injury or damage and comply
with any legal requirements.
Restrictions on Pet Ownership
Dogs
There are certain breeds of dogs, specified in the Dangerous Dogs Act 1991 that will
not be permitted. These are specified as Pit Bull Terrier, Dogo Argentino, Fila
Braziliero and Japanese Tosa.
Any Resident found to be keeping dogs which are not permitted, will be reported to
the relevant authorities and will be in breach of their tenancy.
It is important to note that, in the UK, dangerous dogs are classified by “type”, not by breed
label. This means that whether a dog is considered dangerous, and therefore
prohibited, will depend on a judgment about its physical characteristics, and whether they
match the description of a prohibited 'type'. This assessment of the physical characteristics is
made by a court.
The associations will not allow the breeding or selling of animals from a residents home.
Other animals
Residents will not be permitted to keep farm animals. For example, sheep, goats, pigs, cattle,
horses, chickens or ducks.
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Residents may be permitted to keep chickens or ducks depending on the location of their
property and the size of their garden.
Residents will not be permitted to keep wild animals, poisonous animals or endangered
species.
Applying to own a Pet
Some homes are not suitable for keeping pets. Anyone moving into these homes will be
advised before any offer of accommodation is made.
Any new applicants for housing will be asked about any pets they own. Existing residents
are required to inform us if they wish to get a new pet.
Residents who wish to keep a pet will be expected to sign and accept the Conditions of Pet
Ownership.
We will treat guide dogs hearing dogs and enabling dogs as special cases as such animals
are essential for the quality of life of their owners.
When granting permission for pets, consideration will be given to the number and type of
existing animals at a particular scheme or home.
Keeping pets in your Home
Although pets can be loving companions, some animals can cause a nuisance.
Often it is the lack of care by the Resident that can create the nuisance.
Residents can ensure their animal does not cause nuisance by making sure they:
keep dogs, and any other pet they may wish to take for a walk, on a lead whilst on the
association’s communal property
remove any animal fouling from gardens and public areas and dispose of it
appropriately
make sure their dog does not bark excessively
do not attract other animals and vermin by leaving food outside
do not allow their animal to become aggressive
do not breed and/or sell any animals
If a pet causes a nuisance permission may be withdrawn for the Resident to keep a pet, or
the association may involve statutory agencies and/or take legal action.
What can we do about nuisance pets
In the majority of cases we will try to resolve any issues of nuisance involving pets informally
after hearing both sides of the story. If this does not work, then there are a number of more
formal approaches we can take. These include:
Involving statutory organisations such as the Police or the Local Authority
Environmental Health Department
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Involving voluntary organisations such as the RSPCA
Restricting the number of animals kept at a property, if this is likely to resolve the
problem
Withdrawing permission for animals completely
Taking legal action against the owner of the animal
What to do if you suspect an animal is being neglected
If you suspect that a neighbour is guilty of cruelty or neglect towards an animal then you
should report this to the RSPCA. You should telephone the 24 hour National Cruelty Line on
0300 1234 999. The RSPCA will ask you a series of questions and it promises to keep your
details confidential.
Useful Contacts
RSPCA
The RSPCA is a charity which investigates complaints of animal cruelty and neglect.
It runs animal hospitals and clinics for low income households and centres which house
animals looking for new
homes. For more information contact:
Advice Line: 0300 1234 555
Website: www.rspca.org.uk
Dogs Trust
The Dogs Trust is a dog welfare charity providing advice on all aspects of dog ownership. It
subsidises neutering and provides free micro-chipping in certain areas.
Telephone: 020 7837 0006
Website: www.dogstrust.org.uk
Cats Protection
Cats Protection is a charity which provides advice on cat care, runs a rescue service and a
service to find new homes for cats. It may provide financial assistance with neutering cats.
Telephone: 03000 121212
Website: www.cats.org.uk
PDSA
The PDSA is a charity providing veterinary care for sick animals owned by low income
households. For more information contact:
Telephone: 0800 731 2502
Website: www.pdsa.org.uk
Blue Cross
The Blue Cross provides subsidised neutering services for people in receipt of certain state
benefits. For more information contact:
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Telephone: 01993 822651
Website: www.bluecross.org.uk
Royal College of Veterinary Surgeons (RCVS)
The RCVS holds a list of all registered veterinary surgeons. This can be found on their
website. For more information contact:
Telephone 020 7222 2001
Website: www.rcvs.org.uk
Any UK Vet
A website which provides details of all veterinary practices in the UK.
Website: www.any-uk-vet.co.uk
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Resident Involvement
Spectrum Housing Group and the subsidiary Associations are committed to the principle of
consultation and involvement. We believe that this is the best way to deliver a better, more
cost effective and responsive service. This will:
• make us more accountable to residents,
• develop local participation within our housing developments,
• provide opportunities for Residents to get more involved in managing their
homes,
• provide suitable training and support,
• get residents involved in the review of services as part of our Continuous
Improvement policy,
• ensure equal opportunities for all and in particular to seek involvement from
members of the black and minority ethnic communities.
We have developed a Resident Involvement Strategy that intends to make these aims real.
You can access this from our web site or ask for a copy by calling the Contact Centre.
What is Resident Involvement
Resident Involvement at Spectrum has five key elements:
• Resident representation - Our customers influence the decisions we make and
the services we develop through involvement in Resident Associations and
Resident Groups, Regional Community Forums and in the Board of
Management.
• Resident consultation – Customer feedback is an important part of our ability
to improve the quality and relevance of the services we deliver and achieve
Best Value.
• Information availability and reporting - We provide information about our
performance to our customers through newsletters, quarterly reports to
Resident panels, annual reports to customers and our web site.
• Support for resident involvement - From training courses to providing funds for
supporting Resident Associations and specific local environment improvement
activities, we support our residents to make real changes.
• Dealing with Complaints – Our approach to complaints is receptive and open.
We know that we sometimes get things wrong. We try to put them right as
quickly as possible and learn how we can improve.
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How Can I Get Involved
We are committed to providing opportunities for residents to be involved in a variety of
activities including, electing Resident Board Members, policy development, reviewing the
performance of our services and in decisions affecting you and your neighbourhood. Without
your involvement we will not be able to make sure that we are getting things right.
Whether it is filling in a survey form, being a responsible resident, being an active member of
your local Residents’ Association or Community Forum or attending consultation meetings,
we need your support.
We are always on the lookout for more people with ideas and enthusiasm to join our existing
groups. If you are interested in taking part or if you have your own ideas about how you
would like to change the way we work, then contact your local Resident Involvement Officer
by calling the Contact Centre.
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Consulting with Residents
Your rights
We believe accountability to our residents on both major and minor issues is important. Only
a sensitive and relevant approach can effectively deal with any problems. Close contact and
a trusting relationship between the Associations and their residents will assure rapid and
suitable responses to residents’ needs.
As Registered Providers, we are monitored by the Homes and Communities Agency (HCA).
This government agency lays down the principles and minimum standards which all
registered housing associations are required to achieve.
Consultation
All housing associations should consult residents about changes which affect a large number
of them, particularly on proposed changes to housing management and maintenance policies
and procedures.
Consultation is a two-way process, and we are keen to receive feedback from you. In this
way, we ensure the policies we operate and the services we provide meet your needs.
Our quarterly newsletters, information sheets, and local meetings with both Residents’
Associations and individual residents are some of the ways in which we keep you informed
and give you a chance to let us know your views about proposed changes and other issues.
We also use other methods to obtain your views, for example, through surveys or
questionnaires. We use the questionnaire to help improve our management and
maintenance services and the design of our new homes.
How do we select consultation topics
Residents play an important part in the selection of topics for consultation:
• Where we have a legal obligation to consult, e.g. service charge changes
• Where we wish to make service or policy changes to improve or enhance the
product delivered to residents
• Where there are specific options or choices available to individual residents
How do we consult our residents
Where we are legally obliged to consult, there may be approaches and methods prescribed
by the legislation.
In other cases we will use a range of consultation approaches depending on the complexity
and importance of the issues involved.
Once a decision to consult has been made, each resident will receive a letter setting out:
• The subject of the consultation exercise, reasons for proposed changes and
possible alternative options being considered.
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• The method(s) of consultation to be used.
• The timescale for responses. These will be proportionate to the issue in hand
but in no case shall be less than 4 weeks.
• Who in the consulting organisation will make the decision, e.g. Manager,
Director, Executive, Board.
• The basis on which any decision will be made including how residents’
opinions will be taken into account, e.g. majority required, and how nonresponse
will be treated.
Examples of the methods of consultation include:
• Postal satisfaction surveys
• Telephone satisfaction surveys
• Complaints
• House meetings
• Focus Groups
• Residents Associations
• Community Forums, Resident Groups, Tenants Consultative Committees
• Web based / email surveys
Every effort will be made to meet the needs of individual residents or groups of residents. For
example, information and letters will be translated (where necessary) for any ethnic minority
resident and meetings will where possible be held in venues that are as accessible as
possible.
The methods will take account of residents where we are aware that they need extra support
to participate in the consultation. In these the residents will be given information in the
appropriately accessible form e.g. pictorial versions of standard letters and the involvement
will be extended to include their advocates.
How can residents respond to the consultation
Residents need to give their opinions verbally (we will record your feedback) or in writing
either individually or as part of a group of residents:
• Opinions expressed by solicitors and recognised residents’ rights groups on
behalf of residents will be accepted.
• Opinions expressed by care managers, support providers, and advocates
where the resident needs their support to participate in the consultation
• Written responses from other third parties will be accepted as long as it carries
the signature of the resident.
• Petitions carrying the signatures of residents will be accepted.
• Notes of residents meetings signed by a nominated resident will be accepted
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as long as the note clearly identifies those attending and the decision
nominating the signatory.
How will I be told about the outcome of the consultation
In general, feedback will be given to all residents affected by the consultation including their
advocates where the resident needs their support to participate in the consultation.
Feedback may also be given to other parties involved in the consultation such as Local
Authorities, regulatory bodies etc.
Feedback can be given at two levels depending on the scope of the consultation:
We have a number of ways of giving feedback on issues affecting you as a whole:
• Resident newsletter
• Web site
• Correspondence to individual residents
• Community Forums, Resident Groups, Tenants Consultative Committees
We also use other ways to feed back on issues affecting smaller areas or resident groups:
• Correspondence to Resident Associations
• Verbal reports to Resident Association and other resident meetings
• Direct correspondence and meetings with individual residents and care
managers, support providers and advocates where the resident needs their
support to participate in the consultation
How are decisions made following consultation
At the end of the agreed consultation period, the Association will give a decision in writing in
a timescale that is proportionate to the original consultation period but in no case later than 8
weeks from the end of the consultation period. The response will give reasons for the
decision, which will be based upon:
• The written opinions expressed by residents and /or groups of residents.
• The written opinions of other stakeholders such as Local Authorities and
Regulatory Bodies
• The overall management needs of the Association relative to its business of
providing an accountable service to all residents
• The legal and regulatory restrictions applying to the issue in hand
It should be noted that we cannot guarantee acceptance of residents’ preferences if, in the
opinion of the Association, it conflicts with the overall management needs of the Association
or would otherwise be outside of the legal powers of the Association to deliver the
preference.
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Local Offers
We are committed to providing to providing services which meet the needs and aspirations of
our residents.
You may feel that the area in which you live needs a service which is different from what is
included in the rest of Our Promises to You. Local Offers are our way of providing these
services.
Local Officers – putting residents at the heart of everything we do.
What are Local Offers
Local Offers are extra standards which have either been requested by residents, or
suggested by us when we have identified areas of poor service. This may mean making
changes to the way we already work, or it may mean that you need to pay an extra service
charge.
How to get a Local Offer
If you think you need a Local Offer in your area, you should speak to your neighbours to see
if they support the idea. Once you have an idea of what your neighbours think, you should
speak to a member of staff.
We will then hold a consultation to see if at least half of the local residents support your idea.
Local Offers can also be started by staff if we notice that there is something which needs
improving. This may be from a neighbourhood assessment, or if we see there are low levels
in satisfaction surveys. From the first point of contact to the consultation should take no
longer than 6 weeks.
What happens next
Once we have established that there is support from residents, we will do an assessment of
the costs and benefits of the idea.
We will also look at how it might affect other residents or services. We will make sure that all
residents and staff can put forward their views about the Local Offer.
We will give residents the results of the assessment. This will be used as a basis to negotiate
the Local Offer. Once everyone is happy, residents and staff will sign up to the Local Offer
and we can make changes to the service. This part of the process should not exceed 3
calendar months.
How are Local Offers monitored
The way we provide Local Offers are monitored by the Local Community Forum as part of
their regular performance reports. This will let the Community Forum hold staff to account
and ask for action where we have no met our agreed targets.
We will review all out Local Offers each year as part of our Neighbourhood Impact
Assessments.
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Notice to leave
How to end your tenancy
When you choose to vacate your property to move elsewhere, you should refer to your
tenancy agreement for details of the notice period you need to give. In the majority of cases
this will be 28 days and you need to provide this in writing.
Before you leave
Meeting with your Neighbourhood Housing Officer
You will need to make an appointment with your Neighbourhood Housing Officer to inspect
your property before you move out. This is also an opportunity to discuss any queries you
may have before you leave your property.
Rent and Service Charge
You must make sure that your account is up to date before the end of your tenancy.
If your account is in arrears when your tenancy ends we will pursue you for the debt and if
necessary, will refer your debt to a debt collection agency which could result in action being
taken in the small claims court if not paid.
Housing Benefit
If you receive Housing Benefit, please make sure that the Housing Benefit department is
notified of your tenancy end so they can stop payment for the property.
Electricity, Gas, Water and Cable/Satellite TV
You must close your accounts with the Electricity, Gas, Water and Cable/Satellite TV
companies and give them meter readings (where applicable) on the last day of your tenancy.
Change of Address and Post
Advise your Doctor, Bank, Insurance Company, etc of your change of address to avoid
important mail being delivered to the wrong address.
You can ask the Post Office to automatically forward your mail to your new address if you
wish.
When you leave
Please leave your property as you would like to find it.
You should make sure that the property is left clean and tidy and all rubbish is removed from
the property (including loft spaces) and the gardens. If you have bulky items that you are
unable to remove yourself you can arrange for the Local Authority to collect them from your
property. This service should be free of charge.
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If you leave unwanted items or rubbish inside or outside of the property after you leave, we
have the right to charge you for the cost of removing the item. The cost will be added to your
account.
Anything left which is considered to have any value will be stored for 28 days and then
disposed of. You will be charged for the cost of storage and disposal.
Ensure all keys to your property (including gas keys/cards where appropriate) are returned to
your Housing Officer on or before the date your tenancy ends unless you are told to leave
them elsewhere by your Neighbourhood Housing Officer. We have the right to charge you
one week’s rent if the keys are not returned on time. The cost will be added to your account.
Void Incentive Scheme
The Associations are trying to encourage residents to hand back their homes in good
condition so they can be let again with minimum delay. We therefore offer an incentive
payment to residents who fulfil certain criteria when vacating their property. A payment of
£200 will be made if:
• The rent account is clear at tenancy termination
• A pre-void inspection has been carried out
• You have permitted prospective tenants to view your property during your
notice period
• Gas and electric cards/keys have been left at the property and there are no
debt on the meters
• The property is clean, damage free and in good decorative order. The
minimum re-let standard is used as the measurement for this
• The keys have been returned to us either before the tenancy end date or by
12 noon on the date the tenancy ends
If all the criteria are met, a payment of £200 will be sent to you at your new address within 42
days of the date your tenancy ended.
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What is a mutual exchange
Mutual Exchanges
A mutual exchange is where you swap properties with another tenant. All secure and
assured tenants have the right to exchange properties with another tenant within Spectrum
Housing Group, another housing association or a local authority.
However, you cannot carry out an exchange if you have an assured shorthold tenancy or a
licence. Similarly, the payment or the accepting of an incentive to influence the outcome of
an exchange is a breach of the tenancy conditions and is grounds for the landlord to
repossess.
How do I start
If you are interested in moving and want to look at the possibility of doing a mutual exchange,
you are responsible for finding an exchange partner. You can do this in a number of ways:
• You can advertise in the local press or in local shops
• Some local housing association offices hold exchange registers or will know of
other tenants looking for an exchange
• The local authority housing office may hold a register of their tenants who are
looking to exchange
• You can register at www.homeswapper.co.uk. Spectrum will pay your
subscription fee
When you have found someone to swap properties with you should arrange to view the
property to make sure that it is what you are both looking for.
It is important to remember that when you move into an exchanged property you take “as
seen”. This means that you accept the condition of the property and its decorations. You
should check the property for damage and make sure that the other party understands their
responsibility to put it right.
You should also agree with your exchange partner whether items such as carpets and
curtains will be left in the property.
How do I get permission to make the exchange
Both exchange partners need the permission of each landlord.
At Spectrum Housing Group we have a simple Mutual Exchange Request form to help with
this. You should complete the form and return it to your local Spectrum Housing office.
Your exchange partner should request the same from their landlord. We will then contact
your exchange partner’s landlord to provide and receive additional details of your exchange
request. The exchange cannot proceed until both landlords have received the completed
forms.
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Tenants who exchange without contacting their landlord; or before receiving permission; or
before the exchange papers are signed; lose their security of tenure and can be considered
squatters. In this case a Notice to Quit can be served and action taken against the occupiers
as squatters. Possession proceedings could also be started against the tenant for not using
their property as their only or principal home.
What happens when you’ve received my exchange
request
When we receive the completed application forms from both exchange partners you will be
contacted by your Neighbourhood Housing Officer to arrange a visit to your home. We are
required to produce a report for the landlord of your exchange partner which includes
information on the condition of your property as you left it and the way your tenancy has
been conducted.
Spectrum will also get a similar report from your exchange partner’s landlord. When we have
the report from your exchange partner’s landlord we will assess the Request for Exchange.
Spectrum normally agrees to requests for exchange however there are some exceptions to
this, which include but are not limited to.
• If you or your exchange partner are in breach of your tenancy, e.g.
outstanding arrears, notices or legal action outstanding
• If the exchange would lead to overcrowding or under-occupancy of our
property
• If the property is designed specifically for people with special needs and your
exchange partner has no special needs
By law we have 6 weeks to tell you whether your exchange can proceed.
How will I know if I can go through with the exchange
Your Neighbourhood Housing Officer will write to you to confirm that consent has been given.
If consent is not given the letter will outline the reasons. You must not move or exchange
until you and your exchange partner have received written consent otherwise you will be
occupying each other’s property illegally.
What do I do next
If you receive permission for the exchange you must agree a provisional date for the
exchange with your exchange partner and both landlords. You will be required to sign
important documents for each landlord before this date and you should arrange an
appointment with your Neighbourhood Housing Officer to do this. If you are a joint tenant
both tenants must sign the documents.
Once all of the documents are signed the exchange can go ahead. At this point you should:
• Arrange a time with your exchange partner for the exchange and handover of
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keys
• If you receive Housing Benefit you must submit a new claim form to the local
council before the exchange date
• Confirm that your exchange partner has made good any damage (you will be
accepting responsibility for any left over damage after the exchange)
• Confirm that your exchange partner is going to leave the items you agreed in
the property, e.g. carpets, curtains, etc
How long will this take
Provided that you and your exchange partner keep both landlords notified of your progress,
complete and return the forms and documents quickly and have clear rent accounts, the
whole process can take as little as 6 weeks.
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Buying a Home
How can Spectrum Housing Group help me become a
homeowner
Spectrum Housing Group has a variety of schemes that can help you to become a
homeowner. You may be able to get a discount to buy the home you currently rent from us.
Alternatively, you may be able to buy another property more cheaply than if you were buying
on the open market. This leaflet outlines the various schemes we have.
Buying the home in which you are living
There are three schemes that can enable you to buy the home in which you currently live.
Right to Buy (RTB)
Charitable housing associations are not normally allowed to operate the Right to Buy
scheme. However, a few of our secure tenants have the Right To Buy their home.
To qualify you must have been a tenant with a social landlord for at least two years, in some
cases five. You can get larger discounts if you have been a tenant for longer than that.
If you have the Right to Buy your home, we will have already written to you to let you know.
Right to Acquire (RTA)
• Many of our properties have what is known as the Right to Acquire. This is a
scheme where you can get a discount to buy the home you live in.
• To qualify you must have been a tenant with us or another Social Landlord for
at least 5 years (although some long standing tenants needs only have been a
tenant for 2 years). In addition, we must have been given us the grant to build
your home after April 1997.
Buying a home you do not currently live in
Shared Ownership Scheme
Shared Ownership is a scheme where you buy part of a home and pay Spectrum a low rent
on the part you do not own. If your finances improve you can buy more shares from us and in
most cases eventually own the home outright. We build homes specifically for this scheme
so you cannot buy your existing home through Shared Ownership.
This scheme is open to existing tenants and to any other qualifying first time buyer. However,
if you are currently a tenant of a council or housing association you will get a higher priority
than first time buyers who are not.
If we do not have shared ownership in the area you wish to live in, we can sometimes
'nominate' you to other Housing Associations who do.
In addition, we can inform you of your local ‘Homebuy Agent’ who will keep a common
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egister for shared ownership in your area. Alternatively you can find this information on the
internet at http:www.homesandcommunities.co.uk
Assisted home ownership is marketed by Spectrum Housing Group under our Get Move-in
brand. They can be contacted at:
Spectrum Housing Group
Home Ownership Team
Freephone: 0800 316 3316
Telephone: 01425 283601
Email: get.move-in@spectrumhousing.co.uk
Website: www.getmove-in.com
Leasehold Schemes for the Elderly
Spectrum also has several developments with flats for sale specifically to the elderly. All
have alarm systems connected to 24 hour emergency assistance centres and some have
residential part-time Sheltered Housing Officers.
For further information about where we have properties, please telephone the Contact
Centre.
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Handy Hints: Plumbing
This sheet gives basic information about common household equipment. This information
can be used to accurately describe a problem, when reporting a fault to the Helpline, or as an
aid to carrying out minor repairs on the equipment covered.
The following topics are included:
• Heating systems
• Taps and tap washers
• Toilet cisterns
• Blocked drains
Remember: If in any doubt; telephone the Contact Centre
Heating Systems
Venting a radiator
Air can become trapped inside the radiators of a hot water central heating system. When
this happens the radiators may feel hot at the bottom and cold at the top. The cold part is
where the air is trapped. As more air is trapped, the cold area grows.
To remove this air, the vent valve on the radiator is opened using a square ended hollow key
(available from ironmongers or DIY stores).
1. Turn off the heating and pump before venting the radiators.
2. Have a cloth handy to mop up any spilt water, it is under pressure and may spurt out
when the last of the air has escaped.
3. When the valve is opened, the air can be heard escaping with a hiss. Don’t undo the
vent too much, if removed it can be tricky to reinsert and as the air escapes, the radiator
quickly re-fills with water. The water may be very hot.
Note: The water may be quite dirty; this is a residue from the system and doesn’t
indicate a problem.
Pressurised systems
Turn off the system before re-pressurising.
These systems have a pressure gauge on the boiler; ensure that the pressure is set to the
correct level (usually 1 BAR) before bleeding the radiators. There are a variety of ways to repressurise
these boilers.
There may be two stopcocks near the boiler both need to be opened. On the boiler itself
there may be a lever tap or a large screw head, use a coin (2 or 10 pence piece) to turn this
(usually clockwise) like a tap, it may be a quarter turn tap. Screw taps closed when the
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pressure is reached.
If the pressure is low, reset this first and wait a few hours, if the radiators remain cold, then
bleed them as described above, when you have finished re-check the water pressure. It may
be necessary to ‘top up’ the boiler pressure, and will not work if the pressure is low.
Taps and Tap Washers
There are many different types and sizes of taps. They are all similar in operation and the
description and instructions given below should fit most types of taps and stop cocks (except
those which use ceramic discs).
When a tap washer becomes worn, water can leak from the spout even though the tap is
turned off. This wastes water and may incur additional costs if a water meter is fitted.
Standard tap washers sit on a plastic or metal holder called a jumper plate, if this is worn or
sticking it may reduce the water flow when the tap is turned on.
There are 2 common sizes of tap washer, for baths and for sinks and basins.
There are 2 common types of washers:
• Flat with a central hole (to fit on a metal jumper plate)
• A one-piece plastic assembly (flat or domed washer)
Changing a tap washer
1. Turn off the water at the main stopcock or isolator valve (if fitted).
2. Put the plug in the waste hole to stop small items like screws being lost.
3. Remove the tap head, protect the lock shield with a cloth and remove it with a spanner.
Some taps have a pull-offhead, which can be removed by undoing a screw in the middle
of the head, usually under a prise off cover. These taps, like stopcocks and gate
valves do not have protective shields covering the body of the tap. If a tap body cover is
fitted, this will screw off.
4. Loosen the large hexagonal head with a spanner or wrench, then unscrew by hand and
lift the top of the tap away from the body (base). On hot taps the jumper is usually fixed in
the tap body.
5. The jumper plate or washer assembly can now be removed. One-piece washer
assemblies are simply removed and replaced. Where flat washers are used the old
washer must be separated from the jumper plate, there may be a small nut securing the
washer.
6. Fit a new washer with the side showing a makers name, facing downwards. Reassemble
the tap, turn on the water and check that the tap operates properly.
Remember: Using a wrench or spanner may cause the whole tap to turn which could
loosen the tap connector below the bath or sink. Try to keep the body from moving
when working on the tap.
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7. Check that the tap connector is tight when you have finished or the fitting may leak when
the water is turned on.
Toilet Cisterns
There are several different designs of toilet the most common are:
High level:
Low level:
Close-coupled:
The cistern is mounted high on the wall with a long flush pipe.
The cistern is mounted low on the wall, as shown.
Cistern and pan are connected and there is no flush pipe.
Water will flow from the overflow pipe when the water level in the cistern is too high.
This can be stopped temporarily by raising the ball valve arm and supporting it in the closed
position. Adjusting the ball valve arm should then remedy the problem.
Ball valve arms can be altered in a variety of ways including, bending a metal arm,
rotating the ball to a new position or adjusting a position screw on the inlet valve.
If adjusting the assembly does not resolve the problem the washer may need replacing.
Remember: Shut off the water (using an isolator valve where fitted) before attempting to
change the washer.
Other common faults
Leaking Soil Pipe
May be due to cracked cement or loose connector. Water seen below the cistern may be
caused by condensation.
Leaking Flush Pipe
May be due to loose connector, pipes can often be pushed back into the pan.
Not Flushing
If the handle feels loose and does not operate the flush, the plunger hook or lever arm may
have become disconnected.
Blocked Soil Pipe
The pan fills with water and is slow to drain. See ‘Blocked Drains’.
Blocked Drains
Residents are responsible for clearing blockages to sanitary ware and drains.
Baths, basins, showers, sinks, washing machine outlets and waste pipes may become slow
to drain or blocked completely by the build up of household substances such as soap, hair,
food and lime scale.
Most household debris can be cleared by the use of a plunger, flexible wire or purpose
made substances available from hardware stores and supermarkets.
Caustic Soda should be used with great caution as used wrongly it can cause damage to
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plastic pipes.
Caution should be exercised when using any of the chemical drain cleaners as most of them
are caustic and will burn.
Always follow the instructions on the container.
Blockages to toilet pans, soil pipes and main drains are often caused by large foreign objects
such as nappies and children’s toys.
Drain clearing can be a dirty and expensive job and blockages caused by such items are the
resident’s responsibility.
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Handy Hints: Electrical
This sheet gives basic information about common household equipment.
This information can be used to accurately describe a problem, when reporting a fault to the
Helpline, or as an aid to carrying out minor repairs on the equipment covered.
The following topics are included:
• Consumer units and rewireable fuses
• Fault finding on electrical circuits
• Fluorescent tubes and starters
• Smoke alarms
• Wiring a plug
• Fuse ratings
Electricity can kill, if you are in any doubt switch off the supply to the item in question and call
the Contact Centre.
Consumer Units and Resetting Fuses
The customer side of the electrical supply (i.e. after the electricity meter) in our properties is
provided via a consumer unit. This is usually fitted with rewireable fuses or MCB’s (miniature
circuit breakers).
Fuses and MCB’s are colour coded to show the current rating for the circuit (or ring) they are
protecting. The table below gives some typical values:
Circuit Fuse Rating Colour
Lighting 5 amps white
Immersion heater 15 amps blue
Power shower 45 amps green
Cooker 30 amps red
Power sockets 30 amps red
Major equipment such as a central heating boiler or waste disposal unit may be fused
separately.
There may be more than one circuit and MCB for lighting and general power; typically there
will be a ground floor and upstairs circuit for each.
Power sockets intended for large appliances such as washing machines and fridge/freezers
often have an intermediate switch allowing the supply to be turned on and off without moving
the appliance. These switches usually have an extra fuse, which can be changed by
opening the small drawer in the front plate of the switch.
If a fuse blows or an MCB trips, shutting down an electrical circuit, It indicates that something
has overloaded or fused the circuit.
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MCBs
MCB's are very sensitive and will trip automatically when a circuit is overloaded. A blown light
bulb can cause the MCB to trip, this is NOT a fault, and the high sensitivity is a safety feature
for your protection. MCB’s can be reset by putting the switch back to the ON position.
On lighting circuits, switching the MCB to ON will restore all lights except for the blown bulb,
which can be replaced.
On individual circuits such as an immersion heater, cooker or shower supply the MCB may
not reset, as the appliance could be faulty. Leave the MCB OFF and contact the Helpline.
On power circuits it is likely that one appliance is causing the problem. The most likely
candidates to cause MCB’s to trip are those using and switching large currents, such as,
electric cooker, toaster, kettle, iron, fridge, freezer, tumble drier and washing machine.
• If the MCB cannot be switched on immediately after tripping, a faulty
appliance may be the cause. A faulty appliance can be identified by localising
the fault. This can be done as follows:
a. Switch OFF, at the socket, or unplug ALL appliances on the circuit or ring.
b. Switch ON the MCB, it should now stay ON.
c. Switch ON/plug in each appliance; check the MCB after each one is turned
ON.
d. If the MCB trips then the last appliance switched ON should be the faulty one.
e. Switch the suspect appliance OFF, reset the MCB and continue switching ON.
f. If the MCB remains ON, when all other appliances are restored to the circuit,
the item identified is likely to be the cause.
g. Further checking can be done by plugging the appliance into a different socket
or even a different circuit and seeing if the MCB trips.
• If the MCB can be switched ON immediately after tripping, it is possible that
the fuse in the plug has blown. In this case the appliance will not work and the
fuse must be checked.
• If the MCB will not stay switched ON with all appliances switched OFF or
unplugged, the MCB or the circuit may be faulty. Report the problem to the
Helpline.
Appliances identified as faulty need to be checked by a qualified electrician or engineer.
Repair charges for appliances are the responsibility of the resident.
Fuses
The above fault-finding guide refers to MCB’s, but the same method can be used with fuses.
Fuses must be repaired using fuse wire.
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Fluorescent Tubes and Starters
Fluorescent tubes have a working life of five to seven thousand hours or three to five years of
normal use. Tubes nearing the end of their life tend to blacken for about two inches at each
end. The tube may need replacing if the following symptoms are seen:
• Tube doesn’t light
• Tube flickers but doesn’t light
• Tube lights and then goes out
• Tube glows red at the ends only
• Tube lights up but at half brightness
Modern fluorescent tubes have two pins at each end; there are a variety of methods for
removing the tubes. Most involve either twisting the tube to line up with a gap, or easing the
tube away from a sprung holder.
The tube housing holds a starter for the tube. This is a tubular piece of plastic approximately
four centimetres long. The head of the starter sticks out and is knurled to provide a grip for
removal. The starter may be faulty and need replacing if the following symptoms are seen:
• Tube flickers but doesn’t light
• Tube lights and then goes out
• Tube glows white at the ends only
To remove the starter twist it anticlockwise approximately a three turn and draw it out of the
holder. Fit a new one by pushing in (gently) and twisting clockwise.
Smoke Detectors
Most smoke detectors fitted by us are operated by mains electricity with a back up battery.
The battery may be permanently wired in and recharged from the mains, or may be a
standard replacement battery. The smoke detector will bleep when the battery needs
replacing. Replacement batteries are the responsibility of the resident.
Smoke Detectors are fitted with a ‘TEST’ button, which can be used every month, or so to
ensure correct operation. The sounder will emit a loud wailing tone. After a few seconds this
may increase to full volume. The sound will stop when the button is released.
If the alarm sounds for no obvious reason the detector may need cleaning. This can be done
by opening the cover and using the hose from the vacuum cleaner. Remove any build up of
dust or airborne fibres (fluff). Alternatively a hair drier, set on cold, can be used to blow any
build up away.
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Fitting a Plug
Most modern electrical equipment comes with a moulded 13 amp, 3 pin plug fitted as
standard. Where this is not the case or where a new plug is required the following method
can be used.
• Strip 50 mm off the end of the flex outer cover.
• Cut the individual wires about 13 mm beyond each terminal.
• Secure the flex in the cable clamp
• Fit each wire into the appropriate hole or wrap the wire around the appropriate
post and tighten the screws.
Note: The Earth wire is green/yellow, fixed to the top pin.
The Neutral wire is blue, fitted to the terminal to the left.
The Live wire is brown, fitted to the terminal with the fuse.
On old appliances the colours of the wires may be different, as follows:
The Earth wire is green
The Neutral wire is black
The Live wire is red
• Check that there are no stray strands of wire.
• Twisting the ends of each wire locks the strands together and makes it easier
to connect them to the terminals. The fuse may need to be removed in order
to make the connection.
• Check that the correct rating of fuse is being used and reassemble the plug.
As a guide:
Use a 3 amp fuse for appliances under 720 watts, e.g. radios, lamps, electric blankets, audio
and hi-fi. Television manufacturers usually recommend 3 or 5 amp fuses.
Use a 13 amp fuse for appliances rated above 720 watts, e.g. irons, kettles, toasters,
freezers, vacuum cleaners & washing machines.
Always follow the manufacturer’s instructions
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Handy Hints: Pests
This sheet gives basic information about common household pests and some tips on how to
deal with them.
The following topics are included:
• Responsibilities
• Dealing with pests
Wasps and Bees
Crawling Insects
Rats and Mice
Birds
• Pets
• Protected Species
Responsibilities
The Associations will only deal with pests (e.g. wasps, fleas, mice) if found in
communal areas.
If you have a problem with pests within the boundaries of your own home, including
loft spaces, it is up to you to get them removed at your own expense.
Many Local Authorities provide free or reduced rate services to people on benefits.
Residents should ring the Environmental Health Department in their local council area for
details.
Dealing with pests
Wasps and Bees
Wasps can be trapped and disposed of using a sweet water jar trap placed near where the
wasps are seen.
• Use a jam jar with a screw lid, leave some jam, honey etc. in the jar or put
some sugar in it, half fill it with warm water to dissolve the jam or sugar.
• Fit the lid and punch some holes in it, the holes should be no bigger than the
width of a pencil. Hang the jar near the nest. The wasps will be attracted to
the sweet water. They will crawl in and drown.
• Empty out the dead wasps every few days and refill the jar.
Wasp Nests are used for one breeding cycle and wasps never return to a nest once the
queen has flown away.
Bees are protected and should not be disturbed, local beekeepers may come and collect
them, and numbers are available from Yellow Pages. There may be a charge.
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Bee mites have decimated bee numbers recently and some beekeepers may be reluctant to
attend because of the risk of infection to their hives.
Mortar bees attack the concrete join between bricks and can damage the property. WCHA
will pay for their removal. Please Note: They are rare and hard to identify. There may be a
recharge where a contractor attends to a wrongly identified pest.
Crawling insets
Most insects are attracted to an easily available food supply.
Good housekeeping of foodstuff’s, particularly of cereals and sugars and good general
hygiene in kitchen and food preparation areas will prevent most insect infestation.
It’s easier to keep them out than it is to remove them later.
Ants leave trails when searching for food, when a food source is located they appear enmass.
To eradicate them in the home follow these steps:
• Remove the food supply, clean up any spillages, and use airtight containers
where appropriate keep stored foodstuff off of the floor.
• Remove the trail, note the route the ants are taking and clean along it.
• Prevent them coming back; put a chemical barrier across the access point.
White wine (or cider) vinegar is an effective and cheaper alternative to the proprietary
products such as Nippon, which can be used to keep the ants out.
It can be put into a dish and left at the site of an infestation, wiped around door or window
threshold (remember that ants can climb) and poured around nest openings.
Fleas can be found wherever there is grass and animals to feed from.
Fleas live in the grass and jump on to any warm-blooded animal that passes by, including
humans. They are parasites and feed on the blood of their hosts. When they have fed they
drop off again. If they are inside the house they will find a warm safe place to lay their eggs,
this is often in the edges of carpets near radiators. The eggs hatch and the new fleas wait
for the next warm-blooded meal to come along.
To remove them successfully the laying cycle must be broken. Flea eggs can lay dormant
for up to 2 years, reviving when a food supply becomes available again. A full treatment
program must be followed.
There are a number of proprietary remedies such as Acclaim for treating the property and
Frontline for cats and dogs (only). These are available from local vets.
Fleas, like head lice, live happily on people too. Personal hygiene can be an important factor
in eradicating these parasites but it must be stressed that they actually prefer clean hosts.
Treatment of the premises, pets and people may be necessary to remove them completely.
Cat and dog owners should vacuum carpets on a regular basis.
Creepy Crawlies of all types can find their way into properties or can be carried in by pets or
people. The advice regarding foodstuff and hygiene applies in all cases.
There are many purpose made sprays, powders and potions available from supermarkets
and hardware stores. Stronger forms are normally available from vets.
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Take care when using these substances around children, pets and foodstuffs.
For all chemical treatments, always follow the manufacturers’ instructions. Keep out of reach
of children, in a lockable cupboard if possible.
Rats and mice
Rodents can squeeze through very small gaps and once inside a property will build a nest
and start foraging for food. They will chew their way into boxes and packets of food. They
are indiscriminate in what they eat, and can strip plastic sheathing from cables and insulation
from water pipes.
They tend to establish familiar routes between their nest and any available food supplies.
These routes can be identified by their droppings, which line the path.
Vermin of all kinds carry a variety of diseases and infection can easily be passed on through
their droppings. Thorough cleaning and disinfecting will be necessary once the problem has
been dealt with.
Residents in individual properties must treat rats, mice and other vermin themselves or pay
for a contractor to treat them.
Local Authority Environmental Health departments have information on local contractors.
In some cases, under certain conditions, they may assist with the removal of pests.
Traps both lethal and humane, they are available from DIY and hardware stores.
Licensed contractors operating under controlled conditions are the only people
authorised to use poison.
Birds
Birds will nest in warm, safe spaces, which include accessible loft spaces.
Nesting birds and birds with chicks are protected and cannot be removed until the chicks
have flown. Western Challenge will remove empty nests and prevent further access into loft
spaces.
In most other circumstances birds are not considered pests and will not be dealt with by the
Associations.
Pets
Pets including domestic animals, exotic animals and farm animals can only be kept in your
home with written permission from your Neighbourhood Housing Officer.
Fish in an aquarium or small caged birds are usually acceptable in flats; cats and small (lap)
dogs may be accepted in flats and are usually accepted in houses.
Pet owners must be aware that they are responsible for their pets; noises caused by animals
such as dogs barking, can be cited as neighbour nuisance and may breach tenancy
regulations.
Dogs must not be allowed to run free where they can cause distress or concern to others.
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Owners are responsible for clearing up after them. Local by-laws apply to all adopted roads
and footpaths.
Protected Species
Bees and nesting birds have already been mentioned other protected species include the
following:
Bats
All species are fully protected. They must not be trapped, removed or harmed in any way.
Substantial fines may be imposed against people or companies failing to comply with the
law.
Red Squirrels
They are being re-introduced in areas of England. They are established on Brownsea Island
and can now be found in other parts of the South West. They are protected in law and must
be left alone.
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Handy Hints: Condensation
Our properties are built to exacting standards and include very high levels of insulation. We
also have an active programme of insulation improvements to our older homes. This helps
to reduce heating bills and minimise the impact on the environment. It also helps to reduce
the possibility of condensation but by itself it will not prevent it. The way you live in you home
will make a major contribution to the likelihood of condensation occurring.
What is condensation
Condensation can look like rising damp. Because warm air rise, a wall is cooler at low level,
which is where the water may condense: a not uncommon but expensive mistake. Walls
ceilings and sometimes floors become damp and sometimes discoloured and unpleasant as
a result of mould growing on the surfaces.
Why does condensation occur
Condensation occurs when warm moist air meets a cold surface. The risk of condensation
depends upon how moist the air is and how cold the surfaces of the rooms are. Both of
these depend upon how the property is used.
Condensation occurs usually in winter because the building structure is cold and because
windows are opened less and moist air cannot escape.
Where does condensation occur
Condensation that you can see occurs often for short periods in bathrooms and kitchens
because of the steamy atmosphere and quite frequently for long periods in unheated
bedrooms. It sometimes occurs in cupboards and corners of rooms where ventilation and
movement of air are restricted. Besides condensation on visible surfaces, damage can occur
to materials which are out of sight, for example condensation in loft spaces.
How can I prevent condensation in my home
Prevent moist air spreading through your home
When cooking, bathing or washing/drying clothes, prevent the moisture from spreading
throughout your home by keeping the doors closed.
Ensure good ventilation
When cooking or bathing, good ventilation of kitchens and bathrooms is essential. If there is
an extractor fan make sure it is turned on especially if the windows are showing any sign of
misting. If there is no fan open a window slightly. Leave the fan on or the window open until
the misting has cleared or the room is dry.
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If washing is put to dry open a window in the room or turn on the extractor fan enough to
ventilate the room.
Do not use unventilated cupboards for drying clothes.
In other rooms provide some ventilation. In modern houses and flats sufficient ventilation will
not happen unless a window or ventilator is open for a reasonable time each day and for
nearly all of the time a room is in use. Too much ventilation in cold weather is uncomfortable
and wastes heat. All that is needed is a slightly open ventilator or window – a 10mm / ½” gap
should be sufficient. Where there is a choice, open the upper part of the window.
Provide reasonable heating
To prevent condensation the heat has to keep the room surfaces reasonably warm. It takes
a long time for a cold building structure to warm up so it is better to have a small amount of
heat for a long period than a lot of heat for a short period. If you have central heating adjust
the thermostats and timing clocks to give you comfortable warmth throughout the day and
night.
Try to make sure that all rooms are at least partially heated. Condensation most often
occurs in unheated bedrooms.
Chose the right sort of heating
Avoid the use of portable paraffin heaters or flueless gas heaters as far as possible. Each
litre of paraffin produces the equivalent of about 1 litre of water in water vapour. If these
types of heater must be used the rooms should be well ventilated.
If condensation occurs in a room that has gas, oil or solid fuel heater appliances with a flue
than the appliance should be checked for correct operation as the condensation may have
occurred because the appliance flue has become blocked.
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Handy Hints: Caring for your kitchen
Responsibilities
Melamine and Foil wrapped
These should be wiped clean with a cloth dampened with water containing a mild detergent.
Avoid over wetting.
Do not use any abrasive cleaning agents, acids, bleaches, petrol or solvents. Similarly do
not use scouring pads, wire wool or similar cleaning aids.
Wood and Veneer
Wood and veneer of the highest quality have been used in the manufacture of these doors
and drawer fronts. The lacquered finish gives a tough hard wearing surface but,
nevertheless, any spillages should be wiped away immediately, following which a wipe over
with a damp cloth will restore the former finish. When thoroughly dry, a soft cloth and a final
polish with a good household furniture polish will preserve and enhance the natural beauty of
the wood.
Slight scratches and abrasions should be treated with a suitable proprietary wood-repair
product.
Drawer Boxes
• To remove Standard, Beech and Metabox drawer boxes: Pull out the drawer
until it resists. Tip front upwards to disengage the box from the runners.
• To remove drawer boxes with concealed runners: Pull out the drawer and
apply pressure to the buttons to the outer face of the drawer sides. By
maintaining pressure continue to pull drawer assembly forward to release from
runners.
• To clean drawer boxes: Remove drawers from units and brush to remove
loose dirt, etc. Wipe clean with silicone furniture polish or cloth dampened
with mild detergent. Avoid harsh, abrasive cleaning materials, solvents and
particularly avoid saturating the drawer bottom with water.
Hinges and Drawer Runners
These should be inspected periodically and any dirt, fluff or grime removed by means of a
vacuum cleaner nozzle and flexible hose or soft, dry brush or duster. Lubrication should not
normally be necessary. However, household spray polish can be used as a lubricant if
required.
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Interiors of Units
Brush out any loose dust etc. and clean interior surfaces by means of a silicone furniture
polish or cloth dampened with water containing a mild detergent. Polish surfaces with a soft
dry duster. As with drawer boxes, avoid any harsh or abrasive cleaning materials and
excessive water or any other liquid.
Painted Rails
These may be wiped clean with a cloth dampened with water containing a mild detergent.
Do not use an abrasive cleaner, petroleum based cleaners or solvent based products.
Worktops
Most everyday stains may be removed by wiping with a cloth dampened with water and a
mild detergent. Persistent stains can be removed with a mild abrasive cleaner, but harsh
scouring powders should be avoided.
Stains on textured worktops are best removed using a household spray type cleaner and a
nylon bristled hand brush moved in a circular fashion. Afterwards wipe clean with a damp
cloth.
Certain chemicals and strong dyes can cause damage and discolouration. Spillage of such
things as beetroot juice, concentrated fruit juice, dye, shoe polish, chemicals, etc. should be
mopped or wiped off and thorough cleaning commenced immediately.
Stainless Steel Sinks
Your sink should be washed with warm soapy water, wiped dry and then buffed with a soft
cloth to restore the polished surface.
Undiluted disinfectant and bleaches spilled on your sink will leave a permanent stain if not
removed immediately. Wash off immediately and clean area with plenty of water containing
a mild detergent. Do not use any harsh abrasives or scouring powder.
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Other useful information
Living in your neighbourhood
All of the following points are intended to assist you with your home and to ensure you and
your neighbours live harmoniously. Remember, your home is not to be used for business
purposes, or for any illegal purpose, and we expect all our tenants to have consideration for
their neighbours.
Noise
We ask all residents to show consideration for their neighbours and to avoid making
excessive noise by playing music, radios, TV’s too loudly. Everyone has a different view of
what is an acceptable level of noise, but it is important to take account of your neighbours’
feelings.
Pets
If you want to keep a pet you must obtain permission. There is a section about pet ownership
in this handbook.
Communal areas
If you live in a block of flats or you share areas with other residents, e.g. hallways, staircases,
sitting out areas, please remember to keep them clean and tidy at all times. In certain
circumstances your association will clean some of these areas, but your assistance and cooperation
will keep your service costs down.
Rubbish
It is important that residents use the proper facilities for depositing their refuse, and the
Associations generally provide dustbins or paladin bins for such purposes, if not the Local
Authority.
Remember:
• If rubbish is not placed in the containers provided, not only will the area
around your home look untidy but it will quickly become a health hazard for
you and your neighbours.
• If you have large or bulky items to dispose of, take them to your local tip.
Some councils provide a free or reasonably priced special collection service.
Just telephone your council direct to ask. If you have any problems disposing
of large items, contact your Neighbourhood Housing Officer.
Living in your home
Insurance
The Associations’ insurance policies only cover the structure of your home, so it is important
for you to arrange adequate insurance to cover your own belongings and contents. Your
own insurance should provide cover for your belongings in the event of fire, flood, burglary,
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accidental damage, theft etc, even if damage is caused by the failure of one of the
Association’s fixtures or appliances.
The Contact Centre Advisors will be happy to give you further advice on the contents
insurance products that we may be able to offer.
Condensation
The difference between condensation and damp is usually quite easy to see. Damp patches
will look wet and generally have a watermark around the edges. White salts are also likely to
appear at the edge marking the extent of the damp.
Condensation on the other hand becomes apparent when black mould begins to grow on the
surface of walls. This is the most usual cause of what people call "damp" in their home. It
occurs when moist air meets a cold surface. The most common place being on glass and
around windows where a cold bridge is formed across the cavity by the lintel. It also occurs
behind furniture and in cupboards where there is no air movement.
Some suggestions to limit condensation:
• Try to reduce the amount of water in the air by drying clothes outside if
possible. If it has to be done indoors, please keep a window open
• When cooking, as far as possible keep lids on saucepans and turn the heat
down when they are boiling
• Run the cold water before the hot water when having a bath
• After having a bath keep the bathroom door closed and the window open so
that the steam can escape directly without getting into other rooms
• Try to make sure there is sufficient heat in your room so that there are no cold
spots.
• Try to make sure that there is some ventilation in your room. Ventilation is the
single most important thing needed to reduce the build up of moisture in your
home. This will reduce condensation and give a healthier atmosphere in
which to live. This is especially helpful for anyone who suffers from asthma
• Paraffin and liquid gas stoves should not be used as they give off a lot of
water while they burn and can contribute seriously to condensation problems.
They are also a fire hazard
Further information is available from our Contact Centre.
Heating and fuel costs
Sometimes condensation results when heating is not fully used because there is difficulty in
meeting fuel costs. There are ways to spread payments so that you do not have to face a
large bill every three months. These include:
• Saving stamps - the local gas and electricity companies sell saving stamps at
their showrooms. You can use the stamps to pay your bill.
• Budget accounts - the local gas and electricity companies should have a
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udget scheme. They work out your average yearly bill and divide it into
twelve equal amounts. You pay this sum into a bank, post office, or at the
showroom every month.
• Paying weekly - the electricity company will give you a book of payment
forms. You can pay in advance as much as you like at the showroom or
through a bank. The amount you pay will be put towards your next bill and
you will only have to pay the difference.
• Paying for gas central heating fortnightly - If you have gas central heating
you may be able to pay using fortnightly payment vouchers. The gas
company works out your bill for the year and sends you a voucher each
fortnight to pay at a bank, post office or gas showroom. Every three months
you will get a statement so that you can see if you are paying too much or too
little, and adjust the amounts.
If you receive a gas or electricity bill that you cannot afford to pay you are strongly advised to
contact the gas or electricity company immediately. If you arrange to pay off the amount in
regular instalments your supply will not be cut off. For further advice please telephone the
Citizens Advice Bureau.
Frost precautions/burst pipes
Pipes will burst if they are allowed to freeze up in wintry conditions. During cold weather you
should take the following precautions:
• Ensure that pipes are sufficiently lagged
• Make sure that the temperature inside the house is not allowed to fall below
freezing
• Ensure that no taps are left running; that there are no leaks of overflows; and
keep the plugs in the bath, sink and wash-hand basin
• If your pipes freeze please report this to the Contact Centre who can advise
you what to do
Home safety
Fire precautions
There are many precautions you can take to prevent a fire.
1. Electrical - Do no overload sockets. Ensure plugs are correctly wired and check all
flexes from time to time.
2. Fires - Make sure all fires are guarded. Almost half the fires in the home are caused
by direct contact with an unguarded fire.
3. Materials - Flame resistant materials give added protection. Loose fitting clothing
can be hazardous when trailing near fires.
4. Children - Never allow children near unguarded fires and ensure that they do not
play with matches or lighters.
5. Cigarettes - Ensure that all cigarettes are properly extinguished, particularly when
retiring to bed.
6. Doors - Close all doors at night and never wedge open fire doors.
7. Cooking - Fat which is left unattended on a cooker can spontaneously ignite. Such
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fires can burn furiously and quickly cause a lot of smoke. Never try to move the
cooking pan: take a damp cloth which has been well wrung out and carefully place it
over the top of the burning pan. This will smother the flames.
8. In case of fire
a) Make sure everyone has left the house.
b) Close doors and windows - if you can - to prevent the spread of fire.
c) Call the Fire Service at once (telephone 999)
9. Following fire damage - Please notify the Contact Centre as soon as possible so
that we can arrange for any necessary repairs and notify our insurers.
10. Decorations and your own belongings - These are your own responsibility, and
you are strongly advised to arrange a household insurance policy.
Smoke Detectors
Smoke detectors are installed in all of our properties.
Please ensure that your smoke detector is working at all times - it could save your life.
All smoke detectors have a test button which, when pressed, should make the alarm sound
for a second or two. Please test the alarm regularly. If it does not sound when pressed
please follow these guidelines:
• Unclip the plastic cover. If there is a battery inside you should replace it with a
new one, and re-test the alarm. If it still does not work please ring the Contact
Centre and we will arrange to have the detector replaced.
• If there is no battery inside the detector it is probably a newer type which runs
directly from the mains electricity. Normally these detectors make a regular
beep to warn that the battery is running low, or that mains power has been
lost. In this case please ring the Contact Centre and we will arrange to repair
or replace it.
The detector should be cleaned once a year to remove dust which builds up and makes it
over-sensitive, (this is best done with a vacuum cleaner).
CO Detector
Some homes, (usually older properties), are fitted with a carbon monoxide detector. This is a
square white box with a red light which flashes approximately once every minute. It will be
sited on the wall in the same room as a gas appliance, usually a boiler or gas fire, or an open
fire.
The detector is checked each year at the same time as your boiler is serviced, but
please check it yourself regularly by pressing the test button. If the alarm does not
sound please ring the Contact Centre and we will replace it.
You can’t see or smell carbon monoxide, but it can kill. If you hear the alarm please
take the following action immediately:
• Open all doors and windows to ventilate the area and allow the carbon
monoxide to disperse.
• Where possible turn off all gas or fuelled appliances and stop using them.
• Evacuate the property leaving the doors and windows open.
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Gas safety
• Ring your gas supplier or the call centre on 0800 7837837 and explain the
problem. Keep the telephone number in a prominent place.
• Do not re-enter the property until the alarm has stopped.
Make sure you know how to turn off the gas in an emergency. If you smell gas, put out
cigarettes and do not use a match or naked flame. Do not switch on any lights or use any
other electrical appliances. Open doors and windows and check to see if there is a gas tap
left on or a pilot light blown out. If you think there is a leak, turn off the gas at the metre and
call the Gas Company straight away. The emergency telephone number for TRANSCO is
0800 111999.
Electrical safety
• Never take an electrical appliance into the bathroom.
• Do not trail wires under a carpet as these will eventually wear and could cause
a fire.
• Do not plug electrical appliances into light sockets.
• Do no overload sockets.
• Ensure that your hands are dry when touching switches or live appliances.
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Getting the best deal for your gas and
electricity
As energy prices go up, it is important that you make sure you are getting the best deal.
Comparing the cost of suppliers
Consumer Focus is the champion for consumers’ interests in England, Scotland and Wales.
They produce regular factsheets comparing the price of gas and electricity from different
suppliers.
You can view these factsheets at www.consumerfocus.org.uk (then choose the ‘region where
you live).;
You can get copies of these factsheets or more advice about changing your supplier from
Consumer Direct by calling 08454 040506.
Meter readings
Whichever energy provider you are with, it is better that your bills are based on meter
readings, not estimates.
Contact your provider to find out how to read your meter and the different ways you can send
them your meter readings.
Changing the way you pay
It is more expensive to pay for your energy with a prepayment meter than to pay by standard
credit or direct debit.
If you have a prepayment meter, contact your energy provider to see if they can transfer you
from a prepayment meter to a regular meter. You should only do this if you feel you can
manage your bills and pay on time.
Monthly direct debit is often a cheaper way to pay and can help you balance your payments
throughout the year. Try and arrange with your supplier that the direct debit does not draw
money out of your account at an inconvenient time.
Online tariffs are usually the cheapest. If you have access to the internet; check with your
supplier to see if they can provide this. Generally this will mean accessing your account
online and receiving your statements by e-mail.
Switching energy suppliers
Changing your energy supplier can be one of the easiest ways to save money on your bills.
There are many different deals available. Speak to your current supplier to see if they can
provide you with a better deal.
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Use one of the internet price comparison websites accredited by the Consumer Focus
Confidence Code.
These websites:
compare different energy suppliers’ prices
show how much you could save
help you find a better deal
have a free and easy-to-use switching service.
Internet price comparison websites with Consumer Focus
Confidence Code accreditation:
www.confused.com
www.energyhelpline.com (0800 074 0745)
www.fuelswitch.com
www.energylinx.co.uk (0800 849 7077)
www.moneysupermarket.com (0845 345 1296)
www.simplyswitch.com (0800 111 395)
www.theenergyshop.com (0845 330 7247)
www.ukpower.co.uk (0845 009 1780)
www.unravelit.com (0800 404 7908)
www.uswitch.com (0800 404 7908)
www.whichswitch.co.uk (01992 822 867)
www.beatthatquote.com (0845 652 1546)
There will be no interruption to your electricity or gas supply while
you are changing suppliers.
The following steps will happen to complete the process:
• Your new energy supplier will ask for a meter reading to make sure you are
billed at the right time for the right amount.
• Your new energy supplier will pass this reading on to your old supplier so that
they can bill you for any outstanding money you owe. If you do not pay this
amount, the old supplier can stop you from leaving until it is paid.
• Your new energy supplier will let you know the date when your contract with
them will begin.
• Both the new and old energy suppliers will give you telephone numbers to call
if you have any problems.
• The switching process should be completed in six to eight weeks.
‘Door steppers’ and sales calls
Sometimes sales people may call at your door, telephone you or stop you in the street with
offers from different suppliers.
You should only switch suppliers when you are sure that you are getting the best deal. You
should not feel pressured into changing in any way.
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If you are visited in your home, contacted by telephone, or stopped in public by an energy
salesperson, remember:
• to ask which company the salesperson represents.
• not to sign anything, unless you have decided to switch supplier, even if you
are told that the document you are being asked to sign is not a contract.
• to request a written comparison between the amount you are currently paying
and the price the new supplier is offering, before you consider signing a
contract.
• to make sure that any quotation provided is based upon your actual annual
consumption rather than on an average household’s consumption, so that you
can see exactly how much you will save on your fuel bills.
• to ensure you compare like-for-like (ie If you currently pay monthly by direct
debit ensure the quote you are given is for monthly direct debit).
• to be very clear about what you are requesting if you ask for further
information about changing supplier to be sent out to you. Emphasise that you
are not agreeing to enter into a contract, if you do not wish to do so.
You do not need to sign anything in order to receive further information.
Remember that the only time you should sign anything is when you agree to switch supplier.
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