Resident Handbook - Spectrum Housing Group
Resident Handbook - Spectrum Housing Group
Resident Handbook - Spectrum Housing Group
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RESIDENTS<br />
handbook
Dear <strong>Resident</strong>,<br />
This handbook has been produced to give you information about the policies and services<br />
provided by us. It gives you an up-to-date guide to all our policies and procedures as well as<br />
useful information about your home.<br />
We hope that your handbook will prove invaluable as well as give you answers to any<br />
questions you might have. The handbook has been designed in an “easy to use” format that<br />
allows you to insert additional and updated information sheets which can be found on our<br />
Website. We will also keep you informed of any changes in our residents’ quarterly<br />
newspapers.<br />
<strong>Spectrum</strong> is proud of the services we provide and are always striving to improve our services<br />
and performance wherever possible. We hope you will find this handbook a useful and<br />
practical part of our services.<br />
Yours sincerely<br />
Stuart Davies<br />
Neighbourhood Services Director<br />
This leaflet is available in other languages,<br />
Braille or large print on request.<br />
2012 Version 12<br />
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2012 Version 12<br />
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<strong>Resident</strong> <strong>Handbook</strong><br />
Contents<br />
Page Number<br />
Who Are We<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> - Who We Are 4-6<br />
Where We Have Homes 7-9<br />
Customer Services<br />
Customer Service Charter 10-17<br />
How to Complain 17-19<br />
Claiming Compensation 20-23<br />
Equality and Diversity 23-26<br />
About the Information We Hold About You 27-31<br />
Your Rent and Service Charges<br />
Rent and Service Charges 32-33<br />
Rent Payments and Arrears 34-36<br />
<strong>Housing</strong> Benefit Evidence 37-39<br />
Managing Your Home Finances 40-43<br />
Repairs, Maintenance and Improvements<br />
Relet Standard, Gas Servicing and Repairs 44-48<br />
Gas Safety for You and Your Family 49-50<br />
Aids and Adaptations for Your Home 51-53<br />
Making Improvements and Alterations to Your Home 54-56<br />
Policy <strong>Resident</strong> Recharges for Maintenance Works 57-61<br />
Estate Management<br />
Estate Management 62-65<br />
Anti-Social Behaviour 66-74<br />
Harassment 75-77<br />
Domestic Abuse 78-81<br />
Pet Ownership 82-85<br />
<strong>Resident</strong> Involvement<br />
<strong>Resident</strong> Involvement 86-87<br />
Consulting with <strong>Resident</strong>s 88-90<br />
Local Offers 91-92<br />
Moving House<br />
Ending Your Tenancy 93-94<br />
Mutual Exchanges 95-97<br />
Buying a Home 97-98<br />
Other Information<br />
Handy Hints: Plumbing 99-102<br />
Handy Hints: Electrical 103-106<br />
Handy Hints: Pests 107-110<br />
Handy Hints: Condensation 111-112<br />
Handy Hints: Kitchens 113-114<br />
Other Useful Information 115-119<br />
Getting the best deal for your gas and electricity 120-121<br />
Page 3 of 122<br />
.
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> – Who we are<br />
Western Challenge <strong>Housing</strong> Association (WCHA), Signpost <strong>Housing</strong> Association and Care<br />
Partnerships and Medina <strong>Housing</strong> Association are all subsidiaries of <strong>Spectrum</strong> <strong>Housing</strong><br />
<strong>Group</strong>. The Associations are all independent landlords which exists to provide affordable<br />
good quality homes for rent and sale. Between them they manage some 15,000 properties<br />
for rent and sale across the south of England and also in the Midlands.<br />
What are the Associations’ legal status<br />
WCHA was originally set up in 1977 and is an exempt charity registered under the Industrial<br />
and Provident Societies act 1965 (Register No 19312R).<br />
Signpost <strong>Housing</strong> Association (originally North Dorset <strong>Housing</strong> Association) was formed in<br />
1989 as a developing association and in September 1994 purchased 2,881 homes from<br />
North Dorset District Council under the large-scale voluntary transfer regime. Following<br />
diversification into market renting and contracting, a group structure same into effect on 1<br />
December 1999. The Association is now an exempt charity and is registered under the<br />
Industrial and Provident Societies Act 1965 (Registration number 28960R)<br />
Signpost Care Partnerships’ was formed in 1999 as a specialist housing association<br />
providing supported housing for a wide range of client groups; including people with physical<br />
disabilities, learning disabilities, vulnerable young adults, people with mental health issues,<br />
people with drug and alcohol issues, people suffering domestic violence. It is an exempt<br />
charity registered under the Industrial and Provident Societies Act (Registration number<br />
28957R).<br />
Medina <strong>Housing</strong> Association (originally Medina Borough Council) was formed under the<br />
large-scale voluntary transfer regime in the 1990's. The Association is now an exempt charity<br />
registered under the Industrial and Provident Societies Act 1965 No. 26517R.<br />
Foyer for the Island is a subsidiary of Medina <strong>Housing</strong> Association which provides<br />
accommodation, training and support for young people aged between 16 and 25. The Foyer<br />
is a registered charity, No. 1077882<br />
All the Associations are registered with the Homes and Communities Agency (HCA).<br />
What is the Homes and Communities Agency<br />
The Homes and Communities Agency is the national housing and regeneration agency for<br />
England. They provide investment for new affordable housing and to improve existing social<br />
housing, as well as for regenerating land.<br />
They also regulate the activities of Registered Providers (<strong>Housing</strong> Associations).<br />
How are the Associations run<br />
Overall responsibility lies with the Associations Boards of Management, which are<br />
specifically responsible for policy and long-term strategy. However day-to-day operations<br />
are the responsibility of paid staff headed by the <strong>Group</strong> Director of Operations.<br />
The Associations Boards of Management meet as a Common Purpose Board which is<br />
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esponsible for governing the Associations., The Common Purpose Board is made up of<br />
people who have experience in either housing management or property development plus<br />
other support skills needed o run a business e.g. accountancy, information technology,<br />
personnel etc. There are also four tenants of the Association on the Board who are elected<br />
from a wider tenants’ federation.<br />
What sort of homes do we have<br />
The Associations have a variety of homes to suit many different people’s needs:<br />
• General rented homes for single people and families<br />
• Sheltered homes for older people, referred to in North Dorset as Independent<br />
Living<br />
• Supported homes for people with a variety of support needs<br />
• Key worker accommodation specifically for doctors, nurses, police, teachers<br />
and other workers in important service areas<br />
• Shared ownership home where people can buy part of a home and pay rent<br />
for the rest.<br />
• Market rented homes<br />
Where are <strong>Spectrum</strong>’s key areas of operation and offices<br />
The subsidiary Associations have property in ownership/management in over forty local<br />
authority areas mostly across the South West and West of England.<br />
Western Challenge’s stock is managed from the <strong>Spectrum</strong> Head Office in Christchurch,<br />
Dorset. Medina’s stock is managed from Newport on the Isle of Wight and Signpost <strong>Housing</strong><br />
Association and Signpost Care Partnerships’ stock is managed out of Blandford and Exeter.<br />
Student and Key Worker services are managed from regional offices in Cheltenham,<br />
Leicester, Poole, Bournemouth, Newport IoW, and Reading.<br />
Our Vision:<br />
Great neighbourhoods, homes and services and a great place to<br />
work<br />
Our Core Objectives and Values:<br />
One organisation<br />
A shared culture of excellence across the <strong>Group</strong> where our staff are valued as our<br />
most important resource and with a commitment to equality, diversity and growth<br />
running through everything we do.<br />
<strong>Resident</strong>s at the heart<br />
The interests and wellbeing of our residents and other customers are at the heart of<br />
our activity; regular consultation and involvement allow services to be routinely<br />
modified to suit residents’ individual and changing needs. These are the cornerstones<br />
of our approach to co-regulation of business by our boards and residents<br />
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Working communities<br />
The creation and maintenance of partnerships that create successful, mixed<br />
neighbourhoods that promote self-sufficiency, learning, employment and encourage<br />
local decision-making.<br />
Our Strategies:<br />
1. To build and maintain high quality homes<br />
2. To create a culture and reputation for excellence and innovation<br />
3. To deliver high quality services to customers and neighbourhoods<br />
4. To invest in <strong>Spectrum</strong> people<br />
5. To grow efficiency and unlock value<br />
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Where the Associations Have Homes<br />
Homes to Rent<br />
General Needs<br />
<strong>Housing</strong> for rent to single people, couples and families. Nominations for this housing are<br />
through the Local Authority or through Western Challenge’s own waiting lists.<br />
<strong>Housing</strong> for Older People<br />
Specialist housing for rent to elderly people usually with support staff and sometimes<br />
communal facilities. Nominations for this housing are through the Local Authority or through<br />
Western Challenge’s own waiting lists.<br />
Supported <strong>Housing</strong><br />
Specialist housing for rent to people with a range of special needs including people with<br />
learning disabilities, physical disabilities, drug and alcohol issues, young vulnerable adults,<br />
victims of domestic violence. <strong>Resident</strong>s benefit from a range of support packages, provided<br />
by our external support partners, tailored to meet their own specific need. Nominations for<br />
this housing are through the appropriate Local Authority and there are local referral<br />
agreements in place.<br />
NHS Keyworker Accommodation<br />
Low cost, serviced accommodation specifically for Doctors and Nurses situated on or close<br />
to NHS Trust sites in major cities and towns. Nominations for this housing are through the<br />
NHS Trust.<br />
Student Accommodation<br />
Accommodation specifically for students situated close to a number of Universities in major<br />
cities and towns. Nominations for this stock are through the Universities.<br />
Market Rented Accommodation<br />
This accommodation is not social housing as it is let at local market rent levels<br />
Homes to Buy<br />
Shared ownership (SO)<br />
<strong>Housing</strong> for sale on a shared equity basis to single people, couples and families.<br />
Leasehold homes for elderly persons (LSE)<br />
<strong>Housing</strong> for sale (leasehold) to elderly people with support staff and communal facilities.<br />
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Local Authority Office Waiting list Homes to rent Homes to buy<br />
GR SH SU NHS SO LSE<br />
Bath and NE Bristol √ √<br />
Somerset<br />
Bournemouth Christchurch<br />
√ √ √ √ √<br />
Blandford<br />
Bristol Bristol √<br />
Christchurch Christchurch<br />
√ √ √ √<br />
Blandford<br />
Dorchester Poole √<br />
East Devon Exeter √ √ √<br />
East Dorset Christchurch<br />
√ √ √<br />
Blandford<br />
Eastleigh Christchurch √ √<br />
Exeter Exeter √ √ √<br />
Fareham Christchurch √<br />
Gloucester Gloucester √<br />
Isle of Wight Newport √ √ √ √ √ √<br />
Kennet Bristol √<br />
Leicester Leicester √<br />
Mendip Bristol √ √ √<br />
Mid Devon Exeter √ √ √<br />
New Forest Christchurch √ √ √<br />
North Dorset Blandford √ √ √ √<br />
North Wiltshire Bristol √ √ √ √<br />
Plymouth Exeter √ √ √ √<br />
Poole Christchurch √ √<br />
Poole<br />
√ √<br />
Blandford<br />
Portsmouth Christchurch √<br />
Purbeck<br />
Christchurch<br />
√ √ √<br />
Blandford<br />
Reading Reading √ √<br />
Salisbury Christchurch √ √ √<br />
Sedgemoor Bristol √<br />
South<br />
Bristol √ √ √<br />
Gloucestershire<br />
South Hams Exeter √ √ √ √<br />
South Somerset Blandford √ √ √ √<br />
Southampton Christchurch √ √ √ √<br />
Swindon Bristol √ √<br />
Taunton Dean Bristol<br />
√<br />
√<br />
Exeter<br />
Teignbridge Exeter √ √ √<br />
Test Valley Christchurch √ √ √<br />
Torbay Exeter √ √ √<br />
Winchester Christchurch √<br />
West Devon Exeter √<br />
West Dorset Blandford √ √ √<br />
West Wiltshire Bristol √ √<br />
Weymouth and<br />
Portland<br />
Blandford √ √ √<br />
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Key for above table:<br />
GR – General Rented<br />
SH – Sheltered <strong>Housing</strong> (also known as <strong>Housing</strong> for Older People and Independent<br />
Living)<br />
SU – Supported <strong>Housing</strong><br />
NHS – <strong>Housing</strong> for Keyworkers and Students<br />
SO – Shared Ownership<br />
LSE – Leasehold properties for older people<br />
For information about availability of homes to rent or buy please call us.<br />
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Customer Service Charter<br />
Introduction<br />
Our approach is based on the belief that our customers expect our homes and services to be<br />
of the highest quality and provide excellent value for money. This Customer Service Charter<br />
sets out the basic service performance our customers can expect from us. Underpinning this<br />
charter are two pledges:<br />
Service Pledge<br />
We will work to ensure that:<br />
• Our customers are treated with respect and have the same rights and ability to<br />
access the services we provide, irrespective of gender (and gender<br />
reassignment status), background (e.g. gypsies and travellers, asylum<br />
seekers), race, colour, ethnic or national origin, faith, sexual orientation,<br />
marital/civil partnership status, age, disability, social position, politics, trade<br />
union membership or social disadvantage.<br />
• We understand the individual nature of our customers through keeping up to<br />
date information and using different forms of research to identify their needs<br />
and aspirations.<br />
• Our customers have choice in the way our services are delivered and over the<br />
look of their home within our normal business constraints.<br />
• Our customers understand their rights and our responsibilities, the level of<br />
service they should expect from us and what to do if they are unhappy with<br />
the way we perform.<br />
• Our customers have access to regular sources of information about how we<br />
are performing and how well our performance compares with other <strong>Housing</strong><br />
Associations.<br />
• All of our customers have a variety of opportunities to be actively involved in<br />
the shaping of our services and their neighbourhoods.<br />
Accountability Pledge<br />
We will:<br />
• Place customers at the heart of what we do in all aspects of our work,<br />
including their needs, priorities and aspirations in our plans.<br />
• Involve customers in the management and control of the Association by<br />
having:<br />
- Customers on our Board of Management<br />
- Regionally based Panels that consider issues that are important to<br />
customers and <strong>Resident</strong> Associations in that area.<br />
• Involve customers in reviews of our performance and our policies.<br />
• Review the way customers are involved in the management and decision<br />
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making at the Association and together with our customers, make changes<br />
when necessary.<br />
Fair treatment for all<br />
Our approach to equality and diversity is contained in our Equality, Diversity and Inclusion<br />
policy and is described in our leaflet on Equality and Diversity. We aim to ensure that<br />
everybody is treated fairly and has equal opportunity to access our homes and to receive the<br />
services and employment opportunities we offer.<br />
We will:<br />
• Arrange interpretation and translation services if you need them.<br />
• Arrange for signing or Minicom services if you have difficulty hearing.<br />
• Provide our documents and leaflets in Braille, large print or other languages<br />
on request.<br />
• Provide information in the form of pictorial formats or in other ways to meet the<br />
individual needs of customers with learning difficulties.<br />
Access to our services<br />
The information that follows is our approach to service delivery to our customers.<br />
Office Hours:<br />
We will keep our main offices open during the following hours:<br />
8:30am – 5:00pm – Monday to Thursday (excluding Public Holidays).<br />
8.30am – 4.30pm Friday<br />
We will maintain a full telephone service during the following hours:<br />
8:00am – 6:00pm – Monday to Friday (excluding Public Holidays).<br />
We will maintain an “emergency repairs only” telephone service during the following hours:<br />
6:00pm to 8:00am – Monday to Friday.<br />
All day Saturday, Sunday and Public Holidays<br />
When you phone us (0800 783 7837 or 0300 777 7837 for mobile phone users):<br />
We have a commitment to:<br />
• Deal with most enquiries through the phone<br />
• Answer telephones within 20 seconds during office hours.<br />
• Greet the caller in a welcoming positive tone.<br />
It is our intention to deal with most enquiries at the time of your first call. If we can’t we may<br />
need to take a message and ask a member of staff to call you back. Messages will be dealt<br />
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with as follows:<br />
• Messages and telephone calls will be returned on a priority basis.<br />
Immediate response – same working day.<br />
Urgent response – end of the next working day.<br />
• If the caller cannot be contacted by telephone a written response will be sent<br />
within 3 working days.<br />
When you send us a letter, fax or an email for any enquiry or request:<br />
We will:<br />
• Date stamp all letters on receipt.<br />
• Acknowledge letters and emails within 5 working days. If we cannot give you<br />
a full reply at that time, we will let you know when we will be able to.<br />
• Respond in your preferred way if you have expressed a preference to us.<br />
• Write clearly and precisely in all our communications to customers.<br />
When you visit us:<br />
We will:<br />
• Open our offices and have adequate staff during office hours.<br />
• Immediately greet visitors to the office with staff who are trained in customer<br />
care and have knowledge about the likely range of enquiries.<br />
• See you within 5 minutes if you have made a prior appointment.<br />
• See you within 10 minutes if you have not made a prior appointment.<br />
• Keep the reception area clean and tidy.<br />
• Keep leaflet racks and notice boards up to date and maintained.<br />
• Provide confidential interview facilities for all visitors.<br />
• Have child and adult diversions available<br />
• Allow you to be accompanied by an advocate, friend or relative when we<br />
meet.<br />
When we visit you:<br />
We will:<br />
• Visit you in your home within 10 working days of you requesting us to visit.<br />
• Let you know at least 2 hours in advance when exceptional circumstances<br />
requires us to cancel an appointment and offer an alternative appointment.<br />
• Discuss things clearly with you and any advocate, friend or relative of your<br />
choice if you wish.<br />
• Provide identification when we visit.<br />
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• Confirm any outcomes and actions to you in writing within 10 working days of<br />
our visit.<br />
Moving into your new home:<br />
We will:<br />
• When you apply for a home we will acknowledge your request within 5<br />
working days.<br />
• Provide help to fill in the application form.<br />
• Visit you to discuss any questions you may have when we offer you a home.<br />
• Advise you in writing of the tenancy start date, rent and property type.<br />
• Arrange for you to visit your new home before you move in.<br />
• Give you a <strong>Handbook</strong> of our services when you move into your home.<br />
• Visit you in your new home 6 weeks after you move in to check everything is<br />
OK.<br />
Mutual exchanges<br />
A mutual exchange is where you swap properties with another tenant. When we receive your<br />
request we will;<br />
• Send you information about the process<br />
• Respond to your application for a mutual exchange within legal limits of 6<br />
weeks<br />
Further information can be found in our leaflet ‘Mutual Exchanges’<br />
Applications for Right to Buy or Right to Acquire<br />
If you are a secure tenant, you may have a Right to Buy your home. Right to Acquire is a<br />
different scheme where you can get a discount to buy the home you live in. Further details<br />
can be found in our leaflet ‘Buying a Home’. When you contact us about either scheme we<br />
will;<br />
• Provide you with helpful information on the scheme<br />
• Process your application within legal time limits (between 4 and 8 weeks<br />
depending upon your circumstances)<br />
When we collect your rent and service charges:<br />
We will:<br />
• Send you a statement of your account quarterly<br />
• Send additionally requested statements to you within 7 working days<br />
• Inform you of any outstanding debt on your account within 14 days of it<br />
occurring<br />
• Help you with benefit applications<br />
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• Offer you a number of different ways of paying your rent and other charges<br />
Further information can be found in your handbook or in our leaflet ‘Rent Payment and<br />
Arrears’.<br />
Inspecting your Estate<br />
If you live on an estate, we will<br />
• Carry out an inspection at least every quarter<br />
• Publish the results of the inspection quarterly<br />
When you report anti-social behaviour:<br />
Every reported case will be recorded and assessed to determine whether it constitutes antisocial<br />
behaviour. After this initial assessment, the behaviour will be given a Priority Category.<br />
This will determine the timescale for response. We will endeavour to respond as follows:<br />
• Priority 1 (including harassment) – respond within the same working day<br />
• Priority 2 – respond before the end of the next working day<br />
• Priority 3 – respond within 5 working days<br />
More details of our approach to anti-social behaviour and the different priorities can be form<br />
in our detailed leaflet.<br />
When you report a repair:<br />
We will attend to repairs as follows:<br />
• Emergency repairs are those where there is genuine danger to life and limb<br />
or the likelihood of major damage to the property. We will attend and ‘make<br />
safe’ within 24 hours.<br />
• Urgent repairs will be completed within 7 days<br />
• Routine repairs will be completed within 28 days<br />
• Offer you an appointment for urgent and routine repairs and confirm this to<br />
you in writing<br />
Examples of our repair responsibilities can be found in your resident’s handbook or in our<br />
detailed leaflet on repairs.<br />
Major repairs and improvements:<br />
We will:<br />
• Publish an improvement programme to residents each year<br />
• Consult with you about any options and choices there may be.<br />
• Send you a survey after work has been completed to find out how satisfied<br />
you are with the work carried out<br />
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Gas Servicing:<br />
Gas appliance servicing is an important safety aspect of our standard service to customers. If<br />
you rent your home (i.e. are NOT a leaseholder or shared owner), we have an obligation to<br />
service your gas appliance every 12 months.<br />
We will;<br />
• Arrange for your property to be serviced every 12 months<br />
• Leave a copy of the safety certificate (LGSR) with you<br />
• Send you a survey afterwards to find out how satisfied you are with the<br />
service<br />
Further details can be found in your handbook or in our detailed leaflet on repairs.<br />
If you live in Sheltered or Supported accommodation<br />
If you are a sheltered or supported housing resident;<br />
• You will receive a statement regarding the sheltered housing support service<br />
• A support plan will be agreed with you<br />
Inspecting your Estate<br />
If you live on an estate, we will<br />
• Carry out an inspection at least every quarter<br />
• Publish the results of the inspection quarterly<br />
Keeping you informed<br />
We will:<br />
• Display useful and up to date information in our offices.<br />
• Give you a handbook when you move into your new home.<br />
• Provide you with information and feedback about your area.<br />
• Help you access services from other organisations such as Local Authorities,<br />
Citizens Advice Bureau, and Credit Unions.<br />
• Send you our <strong>Resident</strong>s Annual Report each year describing our<br />
performance.<br />
• Send you a newsletter four times a year.<br />
• Provide detailed performance information for review by our <strong>Resident</strong> Panels.<br />
Complaining about our services<br />
We will deal with complaints openly, quickly and confidentially. You can make your complaint<br />
any way you wish; letter, email, telephone, fax, face-to-face, etc. We will investigate your<br />
complaint in accordance with the three internal stages of our Complaints Policy.<br />
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When we receive your complaint we will:<br />
• Record the details on our Complaints Log<br />
• Write to you, within 5 working days, to acknowledge its receipt.<br />
• Tell you who is investigating your complaint and when we will write to you with<br />
our findings.<br />
More details can be found in our Complaints leaflet that is available on request.<br />
Maintaining your privacy<br />
This statement sets out our commitment to the privacy of the individual.<br />
We take the privacy and confidentiality of our customers seriously and adhere to the Data<br />
Protection Act 1998.<br />
To ensure your privacy, we will endeavour to:<br />
• Consider the potential breach of privacy against the necessity for any action<br />
when for example considering sharing information with third parties necessary<br />
to reduce crime.<br />
• Keep the information we hold about you as secure as is appropriate and<br />
ensure any other person / agency we give that information to, also keeps it<br />
secure.<br />
• Not to hold any excessive information.<br />
• Keep the information as accurate and up-to-date as possible.<br />
• Process your information in accordance with the Data Protection Act 1998.<br />
You may write to us to:<br />
• Request details of the information that we hold about you and the purposes<br />
for which it is held. There is a charge for the provision of this information<br />
(given in our detailed leaflet on Privacy and Data Protection available on<br />
request).<br />
• Require us to stop or not to begin processing personal information on the<br />
grounds that it is causing or is likely to cause substantial damage or distress<br />
to you or to another and that damage or distress is, or would be unwarranted.<br />
• Require us to ensure that no decision is taken by or on behalf of us which<br />
significantly affects you based solely on the automated processing of<br />
information<br />
More details are in our Privacy and Data Protection leaflet that is available on request.<br />
Disclaimer<br />
Legal obligations are not created by this document. Almost by definition the Charter includes<br />
general statements of principle and expectations, objectives and responsibilities which are<br />
intended to complement the Associations’ formal rules and regulations.<br />
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Complaints<br />
We aim to provide the best possible services, but we know that sometimes things go wrong.<br />
This leaflet tells you what to do if you are unhappy with our action, lack of action, or a<br />
decision we have made.<br />
Our complaints process is open to anyone who receives a service from us, or who is affected<br />
by our decisions or actions. We take all complaints very seriously. All complaints are<br />
recorded and monitored centrally to give us feedback about our services.<br />
All complaints are treated in confidence. Anonymous complaints will not be recorded, but will<br />
be brought to the attention of staff to investigate the issue if they think it is necessary.<br />
If your complaint is about other tenants or your neighbours, this will be dealt with under our<br />
Anti-Social Behaviour Policy.<br />
How can I complain<br />
You can make a complaint to any member of our staff<br />
• in person<br />
• by telephone<br />
• by email<br />
• by fax<br />
• in writing<br />
• through our website<br />
• by text message<br />
• using a complaint form<br />
You can make a complaint in alternative formats such as pictorial or Braille or in languages<br />
other than English. You can also ask someone else to represent you.<br />
How will my complaint be dealt with<br />
When we receive your complaint we will:<br />
• record the details on our complaints database;<br />
• write to you within three working days to acknowledge its receipt;<br />
• tell you who is investigating your complaint and when we will write to you with<br />
our findings<br />
Your complaint will be investigated in accordance with our Complaints Policy. There are<br />
three internal stages:<br />
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Stage 1 - the officer responsible for the service being complained about (or their manager)<br />
will investigate and reply to you usually within 10 working days.<br />
The reply will:<br />
• tell you if the complaint has been upheld or not;<br />
• give you an explanation of any we have made this decision;<br />
• tell you what to do next if you are not happy with this decision<br />
Stage 2<br />
If we have not been able to resolve your complaint at stage 1, you can ask for a further<br />
investigation. This will be carried out by a Service Manager or Director. You must ask for a<br />
stage 2 investigation within one month from the date of our reply to stage 1.<br />
We will write to you within three working days to acknowledge we have received your<br />
request. We will send you a full reply usually within 10 working days after the<br />
acknowledgement.<br />
Stage 3<br />
If your complaint is still unresolved, you can ask for an independent review by a Complaints<br />
Panel.<br />
The Complaints Panel has three members from the Boards of Management, <strong>Spectrum</strong><br />
<strong>Resident</strong>s’ <strong>Group</strong> or Community Forum. At least one member will be a member of the Board<br />
of Management of the relevant company, and at least one will be a resident. The Complaints<br />
Panel will hold a hearing to discuss your complaint.<br />
We will write to you within 15 working days to tell you of the date of the hearing. The<br />
hearing will be held as soon as possible and no later than one month from the notification.<br />
At the complaint hearing, you may:<br />
• not attend, but send a written statement;<br />
• send in a written statement and attend as well;<br />
• attend and represent yourself verbally;<br />
• attend and have someone else come with you;<br />
• not attend but have someone else represent you.<br />
We will write to you with the results of the hearing no later than 10 workings days after it<br />
took place.<br />
This is the final stage of our internal complaints process.<br />
What if I am still not satisfied<br />
If you are a resident, applicant or former resident who has been through all three stages of<br />
our complaints process, but you are still not satisfied with the result, you may want to contact<br />
the <strong>Housing</strong> Ombudsman:<br />
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<strong>Housing</strong> Ombudsman Service<br />
81 Aldwych<br />
London<br />
WC2B 4HN<br />
Tel: 0300 1113000<br />
Minicom: 0207 4047092<br />
Fax: 0207 8311942<br />
Email: info@housing-ombudsman.org.uk<br />
Contact us<br />
If you require further information about our complaints process or to ask for a copy of the<br />
Complaint Policy, please call the Contact Centre or visit our website.<br />
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Claiming Compensation<br />
Introduction<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> is committed to delivering high quality services to our customers –<br />
every time. Sometimes our own high standards are not met. In some cases if we do not<br />
deliver what we promise, you may have the right to compensation.<br />
This leaflet outlines our compensation scheme as described in our Compensation Policy.<br />
Who can claim compensation<br />
The following people can claim compensation from <strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong>:<br />
• Tenants<br />
• Leaseholders<br />
• Shared Owners<br />
• Applicants for housing<br />
When will <strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> not consider<br />
compensation<br />
We will not pay compensation when:<br />
• You are responsible for the underlying actions that have caused the claim.<br />
• The circumstances would normally be covered by contents insurance such as<br />
water damage following a leak. Insuring the contents of your home is your<br />
responsibility.<br />
When is compensation considered<br />
We usually consider compensation when:<br />
• We fail to meet our repair service delivery standards.<br />
• We fail to meet other service delivery standards.<br />
• A room cannot be used due to a poor repair or lack of repair.<br />
• You have to move permanently to other accommodation at <strong>Spectrum</strong> <strong>Housing</strong><br />
<strong>Group</strong>’s request.<br />
• Loss of your home or use of rooms due to natural or other disaster.<br />
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• A customer is moving and has made one or more qualifying improvements<br />
listed under our Compensation policy.<br />
Does Compensation affect my <strong>Housing</strong> Benefits<br />
Compensation is not a rent reduction and customers on <strong>Housing</strong> Benefit will not be at a<br />
disadvantage.<br />
How much is the compensation<br />
The amount of compensation will depend upon what you are claiming for.<br />
Overdue repairs<br />
If you contact us about a repair that is not completed within the time stated in our published<br />
standards you may have the right to compensation. We cannot pay compensation when:<br />
• Our contractors or staff cannot get into your home<br />
• Contractors cannot get spare parts and we have kept you informed<br />
• Extra works are required and we have kept you informed<br />
• The service or facility is unavailable due to vandalism or severe weather<br />
conditions. This applies particularly to lifts and door entry systems<br />
The amount of compensation payable is £10 plus £2 per day (up to a maximum of £50) for<br />
every day the repair is overdue after the time specified for our categories of repair.<br />
Loss of use of a room in your home<br />
You may have the right to compensation if you cannot use a room in your home for more<br />
than 24 hours or more because of repair work. We may pay compensation if:<br />
• You cannot use the room because we have failed to carry out work required<br />
by the law, and<br />
• We consider the room unusable, and<br />
• You have not caused the damage to the room yourself, and<br />
• You have not prevented us from carrying out work to the room.<br />
The amount of compensation will depend upon the number of rooms in your home and how<br />
much rent you are paying.<br />
Home Loss<br />
This compensation is payable by law to a tenant who has lived in the affected property for 1<br />
year. If we ask you to move permanently to another property, in recognition of the permanent<br />
and total loss of your home, there is a fixed rate of £4,400 payable per tenancy. For Shared<br />
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owner schemes, the amount is 10% of the market value of the owner’s interest in the<br />
property up to the value of £44,000. The amounts quoted are correct as at 1 September<br />
2007, but may be adjusted each year.<br />
Disturbance<br />
This could include out of pocket expenses to ensure that you are no worse off after having to<br />
move home. These could be:<br />
• Disconnecting and reconnecting your phone line, cooker, washing machine,<br />
TV aerial and other installations.<br />
• Redirecting mail<br />
• Removal costs (providing you have given us 3 estimates)<br />
Other ‘out of pocket’ expenses could include the cost of refitting of carpets, curtains and rails<br />
or the depreciation of immovable items such as wardrobes which cannot be adapted. The<br />
<strong>Housing</strong> Corporation can impose a maximum limit where they are funding this. This limit will<br />
not be exceeded by the Association. Where possible we ask that receipts are obtained for<br />
these items as limits may apply.<br />
If there is a dispute about the amount of disturbance payment it will be decided by the Lands<br />
Valuation Tribunal.<br />
Compensation for improvements you have made to a home you are leaving<br />
You may have the right to compensation for improvements you have made to your home (as<br />
long as you got our agreement before those improvements were carried out). To be eligible<br />
for this the following conditions must have been met:<br />
• You must request our permission to carry out the improvement.<br />
• You must have our approval for the improvement before work starts.<br />
• The improvement must be of a good quality and be inspected by one of our<br />
surveyors.<br />
• You must have payment receipts for the cost of the improvement.<br />
We will not pay this compensation when:<br />
• You have an assured shorthold tenancy.<br />
• You live in a shared ownership property (other specific arrangements<br />
concerning improvements made by shared owners are described in your<br />
lease).<br />
• Your tenancy has been terminated through a possession claim based on a<br />
breach of obligations.<br />
The amount of compensation will be dependent on how long ago the improvements were<br />
carried out as detailed in our Compensation policy. We will pay this when you leave the<br />
property. The maximum amount payable in compensation is £3000. If there are any arrears<br />
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of rent at the date of termination, any compensation due will first meet the outstanding arrear.<br />
Discretionary payments for other service failure<br />
There may be other circumstances when we may consider compensation particularly if we<br />
have caused financial loss or inconvenience. You must have evidence to support your claim.<br />
In these cases a senior member of staff will investigate your claim and decide on the level of<br />
compensation if appropriate.<br />
How do I make a claim for compensation<br />
Your claim for compensation should be made in writing to our Customer Services Director<br />
whose address is at the end of this leaflet.<br />
How is compensation paid to me<br />
If you owe us money for rent or have any other outstanding debt with <strong>Spectrum</strong> <strong>Housing</strong><br />
<strong>Group</strong>, we will take the compensation off the amount you owe us.<br />
We will pay you by cheque or credit your account with the amount.<br />
What happens if I disagree with your decision<br />
If your claim for compensation is turned down or you are unhappy with the amount offered,<br />
then you can make a complaint under our complaint procedure (see the section on<br />
Complaints within this handbook)<br />
Important Note<br />
This information does not seek to provide legal advice on the legal liability of <strong>Spectrum</strong><br />
<strong>Housing</strong> <strong>Group</strong> – if you feel that the <strong>Group</strong> is legally liable for loss or personal injury, you<br />
should obtain independent legal advice. Any such claim will be referred to our insurers.<br />
Who can help me if I have a problem<br />
You can request further guidance or a copy of our Compensation Policy from our Contact<br />
Centre team.<br />
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Equality and Diversity<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong>’s equality and diversity<br />
statement<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong>’s approach to equality and diversity is contained in our Equality,<br />
Diversity and Inclusion policy.<br />
We will strive to ensure that there will be no discrimination or unfair treatment on the grounds<br />
of gender (and gender reassignment status), background (e.g. gypsies and travellers, asylum<br />
seekers) race, colour, ethnic or national origin, faith, sexual orientation, marital/civil<br />
partnership status, age, disability, social position, politics, trade union membership or social<br />
disadvantage. We aim to ensure that everybody is treated equally and has equal opportunity<br />
to receive the services and employment opportunities we offer.<br />
We recognise that there are many barriers to true equality of opportunity, ranging from overt<br />
prejudice in favour of, or against, particular groups or individuals to unwitting ignorance of<br />
different lifestyles and needs. On whatever level it exists, discrimination is neither acceptable<br />
nor tolerable. Our commitment therefore is to ensure that no group in society is less likely<br />
than another to be housed or recruited by us and that the other services we provide, such as<br />
housing advice, repairs and rent collection, are carried out fairly.<br />
We will develop a positive action culture, through which achievement of equality is a “golden<br />
thread” to our business. To achieve this we will set clear objectives for all our services,<br />
regularly measure our performance and take positive action to deal with any imbalances we<br />
find. We will work to ensure that appreciation of issues relating to Equality, Diversity and<br />
Inclusion are embedded throughout the organisation.<br />
Why is equality and diversity important<br />
We have identified three reasons why equality and diversity is important.<br />
The moral case<br />
The roots of the housing sector are in dealing with hidden disadvantage. It was the housing<br />
association sector which first highlighted and responded to the gaps in housing provision<br />
between local authorities and the private sector in the 1960’s. The moral principles which<br />
underpin the origins of our sector are applicable in exactly the same way to today’s campaign<br />
against inequality.<br />
The legal case<br />
Discrimination is illegal whether it is direct or indirect. The law requires us to demonstrate<br />
our commitment to equality of opportunity in all our dealings, and that we work towards the<br />
elimination of discrimination through promotion of good relations with all sectors of the<br />
community. These legal requirements are also reflected in regulatory requirements set down<br />
in the Homes and Community Agency’s standards.<br />
The business case<br />
The Associations deal with increasingly diverse customers and staff. Our services delivery<br />
plans have to respond to a range of different physical, cultural and religious needs which<br />
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impact significantly upon life style preferences. Our employment practices must be flexible to<br />
attract staff with the right skills and experience.<br />
The need for positive action<br />
The problem is that there is a difference between equal treatment and equal outcome. Most<br />
of us take the view that if we work to rules and procedures, which are fair and treat people in<br />
the same way a fair and equal outcome will follow. In a lot of cases this is true, but the reality<br />
is that it cannot be relied upon. It takes no account of the barriers to fairness. Barriers that<br />
we are often unaware of and don’t realise exist.<br />
Positive action is a process designed to address the disadvantage of people affected by<br />
these issues. Measures range from legislative action taken by government to enforce equal<br />
pay and combat discrimination against the disabled, to best practice guidance on improving<br />
access to our services by customers and applicants from minority groups.<br />
Examples of the latter would involve the setting of targets for BME representation among our<br />
residents relative to the balance in the community in overall terms. Similarly offering<br />
interviews to all disabled people who meet the basic job criteria may be a means of<br />
redressing imbalances in this area.<br />
This is different from positive discrimination, which is illegal and favours an individual (or<br />
individuals) based on reasons which have no relevance to their actual needs or abilities by<br />
comparison with others in the same position.<br />
How does <strong>Spectrum</strong> ensure equality in its employment<br />
practices<br />
A clear recruitment policy is in place based on good equal opportunity practices including<br />
scoring systems and set questions. <strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> monitors the number of<br />
applicants who apply for jobs and the number recruited against key equality indicators. We<br />
also monitor average salaries and promotions by grade against these indicators to ensure<br />
equal pay for all.<br />
How does <strong>Spectrum</strong> ensure its services are relevant and<br />
accessible to all customers<br />
Our aim is to provide housing for people who are unable to find a home through the private<br />
market. We operate in partnership with Local Authorities to enable anyone in need to make<br />
an application for housing at any time. Properties are allocated in accordance with our<br />
published policies which include commitment to achieving balanced sustainable communities<br />
in which people with different incomes, employment backgrounds, lifestyles, beliefs and<br />
support needs can live together cohesively.<br />
The needs and requirements of minority and vulnerable groups are assessed in any review<br />
of policy and in the development of services. Recent examples of this are the inclusion of<br />
minority groups in the development of our approach to assignments and to the delivery of<br />
maintenance services to vulnerable customers.<br />
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Where can I find out more about equality and diversity<br />
More reference material can be found via the Internet. Particularly useful sites are:<br />
Audit Commission:<br />
www.audit-commission.gov.uk<br />
Commission for Equality and Human Rights Commission:<br />
www.equalityhumanrights.com<br />
Tenant Services Authority:<br />
www.tenantservicesauthority.org<br />
Department of Communities and Local Government<br />
www.communities.gov.uk<br />
If you would like more information or a copy of our Equality, Diversity and Inclusion policy<br />
please contact us<br />
Page 26 of 122
About the information we hold about you<br />
Data Protection – what this means to you.<br />
The Data Protection Act, which was introduced in 1998, enhances your rights in respect of<br />
information held by organisations about you.<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> and its subsidiary Associations take the privacy and confidentiality<br />
of its residents seriously.<br />
This guide sets out the ways in which we handle information about you and your rights.<br />
When do we receive information from you<br />
We obtain information when you complete your initial application (or nomination) and at any<br />
other time during the course of your residency with us.<br />
Any information provided by other agencies may be either requested by us or provided to us<br />
without a request.<br />
What information do we need<br />
We hold on our computer systems:<br />
• Information including your tenancy / leasehold details<br />
• Your rent / service charge account and notes of any action that is being taken.<br />
We also hold manual files, which include:<br />
• Your original application form<br />
• Information which is the subject of letters<br />
• Personal or telephone attendances as well as legal documents and notices.<br />
Examples of the information include:<br />
Names,<br />
Previous addresses,<br />
Dates of birth,<br />
Health conditions,<br />
Health professional’s involvement,<br />
Financial details,<br />
Forwarding addresses,<br />
Details of complaints,<br />
Any risk to a child or other person,<br />
Next of kin,<br />
Ethnicity and your cultural and religious needs,<br />
Members of your household,<br />
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Relationships, Employment,<br />
Physical disability or health needs,<br />
Medication being taken,<br />
<strong>Housing</strong> benefit and arrears info,<br />
Bank details,<br />
Details of other agencies involved,<br />
Information relating to anti-social behaviour,<br />
National insurance number.<br />
Who gives us this information<br />
We can receive information about you from a number of sources, which are generally:<br />
• Directly from you in your application for housing or subsequently during your<br />
residency<br />
• From members of your own household or other representatives<br />
• From other agencies such as other housing providers; housing benefit<br />
departments; health professionals such as GPs; social services or the police,<br />
banks and mortgage providers.<br />
Some of the information we hold may be “sensitive” which would include details of any<br />
medical conditions, your religious beliefs, criminal matters or the ethnicity of you or your<br />
family.<br />
Who do we ask for information<br />
Who<br />
<strong>Housing</strong> Benefit<br />
Departments<br />
Health and Social<br />
Care Professionals<br />
The Police / Local<br />
Authority / Other<br />
<strong>Housing</strong> Providers /<br />
DVLA / Wheel<br />
clamping companies<br />
What<br />
About any over or under payment or the timing of payments<br />
About your medical needs.<br />
About your compliance with the terms of your residency and any<br />
crime / nuisance / anti-social behaviour committed during the<br />
course of your residency, or any relevant criminal activity or ASB<br />
caused by abandoned vehicles.<br />
What do we do with the information about you<br />
To enable us to manage our business and the housing provided, we hold any relevant<br />
information given to us. This includes:<br />
• Assessing applications for transfer, allocation, or mutual exchange. Using a<br />
points system based on the information you have provided allows us to<br />
impartially allocate properties on the basis of greatest need by assessing<br />
eligibility / appropriateness of accommodation.<br />
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• Administering your rent / service charge account including arrears<br />
enforcement.<br />
• Responding to any query that you have about your application or residency.<br />
• To deal with any complaint you may have or that may have been made<br />
against you with regard to conditions of residency.<br />
• To provide maintenance / repair services.<br />
• To enable us to provide a service which takes into account any disabilities or<br />
other support needs you may have.<br />
• To ensure that our service is meeting the needs of minority groups and<br />
tenants.<br />
• To enable us to carry out research and statistical analysis.<br />
• To perform any of our statutory obligations.<br />
How will we care for your personal information<br />
We promise:<br />
• To keep the information we hold about you as secure as is appropriate for the<br />
nature of that information and to ensure any other person / agency we give<br />
that information to also keep it secure.<br />
• Not to hold any excessive information.<br />
• To keep the information as accurate and up-to-date as possible. (Please help<br />
us to do this by informing us of any changes).<br />
• Not to keep any information any longer than is necessary which will generally<br />
be for as long as you are resident with us (or remain on our waiting list)<br />
although we will retain information after your residency has ended in order to<br />
resolve subsequent queries or issues.<br />
• To process your information in accordance with the Data Protection Act 1998.<br />
Who do we share this information with<br />
Who<br />
<strong>Housing</strong> Benefit<br />
Departments<br />
Utilities<br />
What<br />
The rent / service charge that you pay (including how this is<br />
calculated), whether we believe you to be living at an address and<br />
the dates of your residence, and any other verification information<br />
that may be required to prevent benefit fraud.<br />
Your name and dates of the duration of your residency, if you have<br />
not supplied this, in order that invoices are correctly directed. The<br />
information shared would not include forwarding addresses.<br />
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Who<br />
Police / Local<br />
Authority / DVLA /<br />
Wheel clamping<br />
companies<br />
Supporting People<br />
Administering<br />
Authorities<br />
Support Partners<br />
The Rent Officer<br />
Our Solicitors and the<br />
Courts<br />
Our Insurer’s and<br />
their Solicitors<br />
Tracing agents and<br />
debt collecting<br />
services<br />
Mailing Houses<br />
“Payment Card”<br />
producing companies<br />
Research companies<br />
Estate<br />
Agents/Valuers/EPC<br />
Providers<br />
The Tenant Services<br />
Authority/ Auditors<br />
Other <strong>Housing</strong><br />
Providers<br />
Managing Agents<br />
and Maintenance<br />
Contractors<br />
What<br />
Any details necessary to reduce crime or disorder, or the fear of<br />
crime and disorder or ASB caused by abandoned vehicles.<br />
Any Supporting People funding being provided directly or indirectly<br />
to you. Including confirmation that you are living at the address, the<br />
dates of residency and any other information that would be required<br />
for the purposes of preventing fraud.<br />
To provide you, where necessary, with assistance in order to<br />
sustain your tenancy.<br />
Your name and residency details where a tenancy is “secure” and,<br />
a Rent Officer assesses rent.<br />
Any details necessary for any enforcement action.<br />
Any claim made against the Associations.<br />
Any details necessary for the purpose of recovering debt or legal<br />
enforcement action.<br />
Solely for the purposes of distributing resident wide letters;<br />
newsletters; consultation.<br />
Names and addresses of residents solely to produce and distribute<br />
payment cards.<br />
Solely to canvass your opinion on the service that the Associations<br />
provide.<br />
To assist in the sale of part owned / leasehold property.<br />
For the purposes of its regulatory functions / ensuring quality<br />
standards of service.<br />
To check the performance under a tenancy with the Associations.<br />
For example: details of a breach in residency condition or<br />
information relating to special or housing needs, and the reason for<br />
leaving the accommodation.<br />
In order to provide services on behalf of the Associations.<br />
Your Rights under Data Protection Act 1998<br />
You may request details of the information that we hold about you and the purposes for<br />
which it is held by writing to us at the address below.<br />
There is a charge for the provision of this information, which is allowed by the Act, and is<br />
currently £10. We will respond to your request within 40 days, unless the fee payable,<br />
supplementary information or verification of your identity is received after your request in<br />
which case the 40 days will run from which ever is the last of the above to be received by us.<br />
You are entitled by giving us notice in writing to require us to stop or not to begin processing<br />
of personal information on the ground that it is causing or is likely to cause substantial<br />
damage or distress to you or to another and that damage or distress is or would be<br />
unwarranted. This does not apply where you have consented to the processing (for example<br />
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in the application for accommodation); the processing is necessary for performance of a<br />
contract (for example to allow us to perform our obligations under your residency<br />
agreement); the processing is necessary for compliance with a legal obligation; or the<br />
processing is necessary to protect your vital interests.<br />
You are entitled by giving us notice in writing to require us to ensure that no decision is taken<br />
by or on behalf of any of the Associations which significantly affects you, based solely on the<br />
automated processing of your information.<br />
The contact for any of these requests is: The Data Protection Officer, <strong>Spectrum</strong> <strong>Housing</strong><br />
<strong>Group</strong>, Spinnaker House, Grange Road, Christchurch, Dorset, BH23 4GE<br />
If you wish to know more about your rights in respect of protection of personal data, you<br />
should write to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,<br />
Cheshire, SK9 5AF (Tel: 01625 545700.)<br />
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Rent and Service Charges<br />
Your rent<br />
The rent we charge is intended to reflect the value you get from the use and occupation of<br />
your home. All the rents collected by the Associations are used to cover such things as:<br />
• management and repair costs;<br />
• sinking fund provision for major works in the future;<br />
• loss of income on empty properties;<br />
• interest charges on money borrowed in the past;<br />
• a contribution towards the cost of new schemes built by the Associations.<br />
Since 1988, the Government has required all housing associations to look at their rents<br />
carefully, mainly because less government subsidy is available and associations have to rely<br />
more heavily on their own sources of income to meet costs. The Government also expects<br />
associations to keep their rents within the reach of people who are in low-paid employment.<br />
How your rent is calculated<br />
The method of calculating your rent will depend on whether you have a Secure Tenancy (i.e.<br />
a tenancy which began before 15th January 1989) or an Assured Tenancy with one of the<br />
Associations. Since January 1989 most housing association tenancies are Assured.<br />
If you are a Secure tenant, your rent will continue to be set by the independent Rent Officer<br />
service under the Rent Act 1977 which will be based on the assured equivalent of a similar<br />
property with the same characteristics. If the rent office service determines a higher rent<br />
than the assured equivalent, the association will apply the assured equivalent rent for your<br />
property. These rents are reviewed every two years, taking account of the general level of<br />
rents in the area as well as the age, character and location of the property.<br />
If you are an Assured tenant, your rent will be assessed once a year. If you are a tenant of<br />
Western Challenge, any increase will take effect from October of that year. If you are a<br />
tenant of Medina or Signpost, any increase will take effect from April of that year. The rent is<br />
calculated by awarding points to a series of property characteristics which apply to your<br />
home. The appropriate points value is totalled up to give a basic rent for the property.<br />
Please note: A service charge is added to the basic rent for both Assured and Secure<br />
tenancies. This is covered in the section under ‘Service Charges’.<br />
Appeal rights<br />
If you are an Assured tenant you have a right to appeal against the rent assessed for your<br />
property. For example, if you disagree with the figure, or you feel the rent is unreasonable,<br />
you will initially be able to raise queries with your Neighbourhood <strong>Housing</strong> Officer.<br />
Your Neighbourhood <strong>Housing</strong> Officer will provide you with a full breakdown of how the rent<br />
has been calculated.<br />
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If you are still dissatisfied with the rent assessed, you have a legal right of appeal to a Rent<br />
Assessment Committee (set up by the Government). These committees fix a rent based on<br />
reasonable market rents. If you are a Secure tenant, you will have a similar right of appeal to<br />
a Rent Assessment Committee.<br />
Service charges<br />
What is a service charge<br />
In many cases it is likely that in addition to the basic rent a charge for services will be<br />
payable. This charge will be added to the basic rent which will form the total amount of rent<br />
payable and will account for any services provided by us including services such as<br />
gardening, caretaking, lighting, window cleaning etc. In all cases these charges will only<br />
apply where the service is received. Details of any services provided to you by us will be set<br />
out in a schedule and attached to your tenancy agreement at the time of signing.<br />
The majority of tenants will have a variable service charge. This means that the service<br />
charge will be based on the costs which arose during the financial year prior to the service<br />
charge review date. In instances where there has been no service charge history i.e. in the<br />
first year of a new development; costs will be estimated and amended accordingly on the 12<br />
month review date.<br />
In instances where a service charge overpayment has been made, the amount overpaid will<br />
be credited to the service charge account accordingly. Where there has been an<br />
underpayment, the amount underpaid will be added to the service charge payable for the<br />
following year.<br />
Some tenants may have a fixed service charge. This means that your charge is fixed each<br />
year according to our own estimates and costs. If the amount we charge you proves to be<br />
too low; we have to fund the deficit. If the charge is too high; we will keep the surplus. All new<br />
tenants with any of the Associations are now on a variable basis.<br />
Changes to your service charges<br />
We may change the service charge at any time upon written notification to those tenants<br />
concerned. When it is necessary to change the service charge, all applicable tenants will be<br />
consulted at least one month in advance to the change. In all cases we will not change the<br />
amount payable more than once in any period of 26 weeks.<br />
In cases where we believe that a service is no longer required or where it becomes<br />
impossible to provide a service, that service will stop and the applicable amount deducted<br />
from the tenants service charge accordingly. The Association may also decide to provide<br />
extra services where it is believed it is necessary to do so.<br />
Where a change has been made, access to any extra service charge information will be<br />
available from us, as long as it is requested within six months after notice of the service<br />
charge change being made.<br />
Monitoring<br />
We regularly monitor rents and service charges to ensure they are comparable to other rents<br />
in the area and are also affordable to households on low incomes.<br />
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What are my obligations<br />
Rent Payment and Arrears<br />
Although we will always try to assist you, ultimately it is your responsibility to ensure that<br />
your full rent is paid on time whether you are in receipt of full or part <strong>Housing</strong> Benefit or no<br />
<strong>Housing</strong> Benefit.<br />
The rent you pay to us helps to finance the following:<br />
• The housing service<br />
• The maintenance service<br />
• The improvement programme including replacement kitchens and bathrooms<br />
• The loans we take out to build affordable homes such as the one you live in<br />
To continue living in your home you must make sure that your rent is paid and your account<br />
is clear. If you don’t we may be forced to take legal action.<br />
How can I pay my rent<br />
Your rent is due weekly in advance; if you wish to pay your rent on a monthly basis it must be<br />
paid in advance. Please remember that a monthly payment for a weekly tenancy agreement<br />
needs to be calculated exactly and the Income Recovery team will be happy to assist you<br />
with this. You can pay your rent in several different ways:<br />
• Direct Debit – This is the least expensive and most effective way of making<br />
payments for your rent. We can take agreed amounts directly from your bank<br />
either on a weekly or monthly basis; this payment method is very successful at<br />
preventing rent arrears and is therefore our preferred payment method.<br />
Please telephone the Contact Centre who will arrange for the form to be sent<br />
to you.<br />
• Debit/Credit Card Payments – you can pay your rent using your Debit or<br />
Credit card over the telephone, please call the Contact Centre who will take<br />
your payment. We accept the following cards:<br />
<br />
<br />
<br />
<br />
MasterCard<br />
Maestro<br />
Visa/Visa Electron<br />
Solo<br />
• Giro Card Payments – you can use the Payment card to make payments by<br />
cash or cheque at any Post Office or from any retailer displaying the<br />
‘Payzone’ sign. You will be given a receipt for the payment, which you should<br />
always keep in a safe place. If you require a Payment card please contact the<br />
Helpline and they will arrange for a card to be sent to you. You can check<br />
where your nearest Payzone retail outlet is on-line at www.payzone.co.uk or<br />
call them on 08705 134 360.<br />
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• Cheques – you can send cheques addressed to the relevant <strong>Housing</strong><br />
Association to our Head Office in Christchurch. Remember to write your<br />
tenancy number and address on the back of the cheque.<br />
• Web site – you can now pay on-line. Just follow the link on the ‘Your Account’<br />
page of our web site. You will need to have your tenancy reference number<br />
handy and a valid credit or debit card.<br />
• Cash – can be paid at any of our local offices during normal working hours.<br />
Please do not send cash through the post.<br />
• Internet Banking – if you currently manage your bank account using Internet<br />
Banking and would like to set up a regular payment from your account to pay<br />
your rent, please contact us and we can give you the correct bank account<br />
and sort code. You must also ensure your tenancy number is quoted as<br />
the reference.<br />
<strong>Housing</strong> Benefit Payments<br />
Claiming housing benefit is your responsibility.<br />
Chasing claims is your responsibility.<br />
• Always inform your local benefit office of any changes in your circumstances<br />
and also any change in the amount of rent you are charged.<br />
• When returning your completed benefit form to the housing benefit<br />
department, request a receipt as proof you have returned it.<br />
• Make sure you read all correspondence they send you and respond to<br />
requests for information within timescales, if you fail to do this your claim will<br />
be cancelled<br />
Always keep us up-dated if you are in the process of claiming or submitting a new claim for<br />
housing benefit.<br />
Welfare Benefits Officer<br />
We employ a number of dedicated Welfare Benefits Officers whose roles it is to ensure that<br />
our tenants get the help and support they need to obtain any benefits which they are entitled<br />
to.<br />
If you are struggling to understand or apply for benefits and you would like further assistance<br />
please contact us and ask to speak to your Welfare Benefits Officer. If your enquiry is simple<br />
then we may be able to give advice over the telephone, if however you need a higher level of<br />
support we will arrange a convenient time and date to visit you at home.<br />
What happens if I am in arrears<br />
If you fall into arrears or anticipate that you will, we would urge you to speak to Your Income<br />
Recovery Officer. It is always best if we are able to advise and support you before the debt<br />
gets out of hand.<br />
When we understand your situation we will be able to give you appropriate advice. You may<br />
need; additional support with welfare benefits; guidance regarding claiming or challenging<br />
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housing benefit decisions; money management advice; referral to an outside agency to help<br />
you with debt problems; to reach an affordable repayment agreement to clear your arrears.<br />
However tempting it is, the worst thing you can do is ignore the problem. Our staff can only<br />
help you if you make contact with us. Please ensure the contact details we have are up to<br />
date.<br />
<strong>Spectrum</strong>’s arrears procedure has a number of key stages, giving opportunities for residents<br />
to clear their arrears.<br />
Stage 1<br />
You will be advised in writing of the arrear. This will typically include a statement of your<br />
account and may be advising you that your housing benefit entitlement has changed or<br />
ended.<br />
Stage 2<br />
You will be contacted by the Income Recovery Team to make arrangements to clear the<br />
arrear. We will discuss your situation and try to understand the reason for the arrears.<br />
If the debt isn’t cleared at this stage, we may have to serve you with a Notice of Seeking<br />
Possession.<br />
Stage 3<br />
If you have still failed to clear your arrears or keep to an agreement you have made to clear<br />
your arrears, we will contact you warning that you will be served with a Notice of Seeking<br />
Possession. We will give you advance warning and explain what will happen next.<br />
Stage 4<br />
If, after the service of a Notice of Seeking Possession, your account remains in arrears and<br />
you fail to reduce the arrear in line with an agreement, we will apply to Court for a<br />
Possession Order for the property you occupy.<br />
We will arrange a pre-court visit to your home to agree the repayment terms that we will ask<br />
for at the Court hearing.<br />
Stage 5<br />
The Court will send you notification of the date of the hearing. You should attend the Court<br />
hearing in person. If you do not, the hearing will still take place, but you will have missed an<br />
opportunity to present your case to the Judge.<br />
A Court Order will be made and you will be notified of the terms of the order by the Court and<br />
the Association.<br />
If you still fail to make payments as set out in a Court Order, we will apply to the Court for a<br />
Bailiffs Warrant to repossess your home.<br />
Who else can help<br />
• Local Advice Centers<br />
• <strong>Housing</strong> Benefit Office<br />
• <strong>Housing</strong> Needs Office<br />
• Citizen’s Advice Bureau (C.A.B)<br />
Page 36 of 122
<strong>Housing</strong> Benefit Evidence<br />
If you are applying for housing benefit the amount and type of information you need to<br />
provide can be confusing. Under a new system designed to reduce fraud you now have to<br />
supply more evidence of who you are, where you live, your income and any savings you may<br />
have. The following is intended to give you an idea of what type of evidence is required and<br />
what documents are acceptable when making a claim for housing benefit.<br />
ALL DOCUMENTS USED FOR EVIDENCE MUST BE ORIGINAL.<br />
COPIES WILL NOT BE ACCEPTED.<br />
TELL THE HOUSING BENEFIT DEPARTMENT IMMEDIATELY OF ANY EVIDENCE THAT<br />
MAY BE DELAYED OR MIGHT BE A PROBLEM. IF YOU DON’T HAVE THE EVIDENCE<br />
REQUESTED; ASK THEM WHAT ALTERNATIVES YOU CAN PROVIDE INSTEAD.<br />
What can I use to prove who I am<br />
You should always supply your National Insurance Number using any of the following:<br />
• P45<br />
• tax credit notification<br />
• national insurance card<br />
• benefit or pension letter (not child benefit)<br />
• passport<br />
• driving licence<br />
• birth certificate<br />
• utility bills<br />
• marriage certificate<br />
What can I use to prove where I live<br />
• tenancy agreement<br />
• rent book<br />
• letter from landlord<br />
I am working, what evidence do I need to supply<br />
If you are working you need to supply evidence of your income. The following are<br />
acceptable:<br />
• wage slips for 5 weeks or two months<br />
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• a certificate of earnings signed by your employer<br />
• a letter from your employer showing the same as a certificate of earnings<br />
• if you receive working family tax credit you should provide your notification<br />
letter.<br />
I receive other benefits; do I need to supply evidence of<br />
these<br />
Yes, you have to supply evidence of any other benefits you receive by providing one or more<br />
of the following:<br />
• letters you have telling you what benefits you get and how much<br />
• your benefit book<br />
• your benefit payment card<br />
• your bank statements if payments are made straight to your bank account<br />
What if I have other sources of income<br />
If you receive any other income, other than wages or benefits, you also have to supply<br />
evidence of these amounts received. An example of other income may be child maintenance<br />
payments from an ex-partner. Evidence may include:<br />
• payment slips<br />
• your bank statements, if money is paid to your bank account<br />
• award notifications<br />
• award notices from the Court<br />
• a letter from an ex-partner / absent parent, who is paying maintenance<br />
I have got some capital; do I need to tell the Benefit<br />
Department<br />
You do have to advise the Benefit Department of any capital you may have, for example,<br />
savings in a bank account, National Savings Certificates, Premium Bonds, and you should<br />
provide evidence of these. If you have less than £6,000 ask the <strong>Housing</strong> Benefit Department<br />
is you have to provide evidence of these.<br />
• your bank / building society statements for at least two months<br />
• National Savings Certificates<br />
• Premium Bonds<br />
• PEP's<br />
Page 38 of 122
• ISA's<br />
• TESSA's<br />
I have no income at present, what do I need to tell the<br />
<strong>Housing</strong> Benefit Department<br />
If you currently have no income, perhaps because your benefit has stopped, or you are<br />
waiting to hear about a claim, then you need to tell the <strong>Housing</strong> Benefit Department how you<br />
are meeting your daily living expenses. You can do this by signing a statement telling them<br />
how you are paying for such things as food, heating etc. You might be using what is left from:<br />
<br />
<br />
<br />
<br />
<br />
your last wage slip<br />
your last benefit payment(s)<br />
any savings left in bank or building society accounts<br />
help from friends or relatives<br />
charity payments or help in kind<br />
It is very important when you apply for housing benefit that you supply all information<br />
requested of you, otherwise it will cause a delay or prevent your claim being<br />
processed at all. This means you will have to pay rent in full yourself.<br />
More Information<br />
If you need further advice about completing your application for housing benefit, please<br />
contact the Benefit Department at your local council offices or your Neighbourhood <strong>Housing</strong><br />
Officer.<br />
Page 39 of 122
Managing Your Home Finances<br />
Introduction<br />
Managing home finances is an important every day task for everyone. In the past it has<br />
been difficult especially for people living on low incomes and benefits to have access to<br />
things such as bank accounts, loans, insurance and independent debt advice. This has now<br />
changed and most of these are now available to just about everyone. Here is some basic<br />
information that can help you with the following things:<br />
• Setting up a basic bank account<br />
• Building up savings<br />
• Obtaining affordable loans<br />
• Obtaining affordable home contents insurance<br />
• Finding training for managing home finances<br />
• Getting money and debt advice<br />
How can I get a bank account that works for me<br />
Having a bank account is becoming more and more important:<br />
• many employers require employees to be paid directly into a bank account<br />
• many services now require a bank account for payment by direct debit – and it<br />
is often cheaper<br />
• More and more benefits are now paid electronically into a bank account<br />
All major banks and many Building Societies offer a Basic Bank Account and it usually<br />
costs nothing to open one. They make life easier in lots of ways. Almost everyone can open<br />
a Basic Bank Account. They let you:<br />
• have your wages paid directly into your account – safer than carrying large<br />
sums of money around on payday<br />
• receive benefits and pensions quickly and directly into your account - makes<br />
the cash available through a cash card without having to queue in a Post<br />
Office<br />
• pay bills like electricity and rent by Direct Debit – paying by direct debit often<br />
comes with a discount so it is cheaper than cash or cheque<br />
• pay in cheques and cash for free – no need to cash cheques and pay a fee to<br />
do so<br />
• make cash withdrawals 24 hours a day 7 days a week with a cash card – have<br />
your money when you want it<br />
• manage your money without the fear of running up a large overdraft – Basic<br />
Bank Accounts have a limit that prevents you going overdrawn<br />
Page 40 of 122
If you want to open an account go into any branch of a major Bank or Building Society in<br />
your locality and ask for information about their Basic Bank Account. You will have to<br />
answer a few questions, provide some proof of your identity (usually something with your<br />
signature on and proof of your address) and probably fill in a form. But it is a simple and<br />
straightforward thing to do.<br />
I want to save but who has the right savings account<br />
Saving with Credit Unions gives you a good rate of interest and enables you to take out<br />
very low cost loans. Credit Unions are mutual financial organisations, which means they are<br />
owned and run by their members for their members. Membership is based on people having<br />
a ‘Common Bond’ such as living or working in the same area, working for the same employer<br />
or belonging to the same Trade Union, church or other association.<br />
Each Credit Union has its own individual ‘Common Bond’. Provided one member of your<br />
family meets the ‘Common Bond’ requirements and has joined the Credit Union, the other<br />
family members living at the same address can usually also join.<br />
Credit Unions keep money within a community, because there are no outside shareholders<br />
to pay. Saving money with a Credit Union couldn't be simpler. Unlike some other savings<br />
schemes, you can save as much or as little as you like, weekly, monthly or as often as you<br />
wish. You can pay in at some local shops or collection points, or direct from your wages.<br />
Credit Unions aim to pay you interest on your savings once a year. This is usually 2% or 3%<br />
but can sometimes be as much as 8% of the amount that you have saved.<br />
Life savings insurance is usually included at no cost to you, making it easy to build up a nest<br />
egg for you and your family. On a member's death, the amount of savings can be as much<br />
as doubled by the insurance and paid to whoever the member chooses (subject to<br />
conditions).<br />
Where can I get an affordable loan<br />
Credit unions are much cheaper to borrow from than loan sharks – the interest that<br />
Credit Unions can charge on loans is limited to 1% a month by law. So a loan of £100 costs<br />
no more than £1 each month in interest (an APR of only 12.7%). Many Credit Unions charge<br />
even less!<br />
Once you have a reliable record as a saver (which usually means saving for a few months),<br />
you can apply to borrow from the Credit Union. As your savings grow you can borrow more.<br />
Often a loan will be limited to three times the amount you have saved. However, some Credit<br />
Unions decide how much they will lend you by working out with you how much you will be<br />
able to repay each week or each month.<br />
When you borrow from a Credit Union there are no hidden charges and no penalties for<br />
repaying a loan early. You normally get free life assurance that will cover the value of the<br />
loan. So the loan will be repaid if you die before fully paying it back.<br />
Usually, members of Credit Unions borrow small amounts to pay for household goods,<br />
Christmas presents, car repairs or rent arrears. The larger Credit Unions can lend larger<br />
sums over longer terms, e.g. for holidays or cars, but they sometimes require you to put<br />
forward security against the debt.<br />
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Where can I get affordable home contents insurance<br />
We do not insure your furniture, belongings or decorations against theft, fire, vandalism,<br />
burst pipes and other household risks. Insuring your possessions is an important safeguard<br />
against any of these unfortunate events – which do happen to many people. Insurance helps<br />
you to get back to normality quickly should any of these things happen to you or your family.<br />
There are a number of low cost and pay-as-you-go insurance products available now<br />
that do not make a huge burden on your finances. These can cover a wide range of items<br />
such as:<br />
• Accidental damage to TVs, audio and computer equipment<br />
• Emergency accommodation for pets<br />
• Freezer contents<br />
• Loss or damage to contents when temporarily out of your home<br />
• Theft of money<br />
• Loss and theft from credit cards and cash cards<br />
For a small sum each month you can get peace of mind. If you are interested call the<br />
Contact Centre.<br />
Where can I learn more about managing my home<br />
finances<br />
There are many sources of information and courses that can help you understand managing<br />
your home finances.<br />
Web Sites<br />
There are some excellent web sites that make on-line training available for adults and<br />
children. You can find them by typing “Financial Literacy” into your search engine:<br />
• The Basic Skills Agency offers a variety of training aids including help with<br />
finances. www.basic-skills.co.uk<br />
• Learn Direct offers a number of web based and desk based training<br />
www.learndirect.co.uk and type Cash Crescent into their “Find a Course”<br />
search engine or call them on 0800 101 901<br />
• Most major banks offer some advice on line<br />
Local Colleges<br />
Many local Colleges offer courses in managing home finances. You can find the colleges in<br />
your local yellow pages or by contacting you local Adult education service.<br />
Trades Unions<br />
Many Trades Unions offer members subsidised courses on a variety of subjects including<br />
home finances.<br />
Page 42 of 122
Where can I get advice about managing my debts<br />
Money advice offers a straightforward approach to dealing with your debt. Advisers are<br />
trained to assess the situation, offer reassurance, show you how to use your money wisely<br />
and to maximise your benefits and income and to negotiate with creditors on your behalf.<br />
The adviser will check if you are entitled to any extra income, such as tax relief or state<br />
benefits. They will check that you are responsible for the debts you are being asked to pay,<br />
and make sure that you pay the most important debts first. These will usually be your rent or<br />
mortgage, Council Tax and fuel bills.<br />
They can also help you work out and negotiate repayment plans with the people to whom<br />
you owe the money. The repayment plans will be based on what you can realistically afford<br />
to pay after your essential living costs have been met. If you have to go to court, the adviser<br />
can help you prepare your case and may be able to represent you. You can get money<br />
advice from the following organisations that provide free, confidential, independent and<br />
impartial advice:<br />
Payplan<br />
Payplan is one of the UK’s leading debt advice agencies and provides free debt<br />
management plans with on-line payment tracking as well as free, impartial, confidential<br />
advice on all debt related issues. Call 0800 917 7823 or visit www.payplan.com<br />
National Debtline<br />
National Debtline provides free, independent, confidential and impartial advice by telephone<br />
in England, Wales and Scotland. They give expert advice on dealing with debts and a free<br />
self-help pack. Call 0808 808 4000 or visit www.nationaldebtline.co.uk<br />
Citizens Advice Bureau<br />
Citizens Advice Bureau (CAB) service is an independent charity which provides free,<br />
confidential and impartial advice on a wide range of problems. There are over 2,800 outlets<br />
throughout the United Kingdom. To find your nearest CAB, look in your local phone book or<br />
visit www.citizensadvice.org.uk.<br />
AdviceUK<br />
AdviceUK is a trade association for over 1000 information and advice centres. About 300<br />
centres provide debt advice. Call 020 7407 4070 or visit www.adviceuk.org.uk<br />
Consumer Credit Counselling Service (CCCS)<br />
CCCS is a charity funded by the financial services industry specialising in debt management<br />
plans. Call 0800 138 1111 or visit www.cccs.co.uk<br />
The Money Advice Association (MAA)<br />
The Money Advice Association gives details of your nearest adviser. Call 01476 594 970 or<br />
visit www.m-a-a.org.uk.<br />
Page 43 of 122
Relet Standard, Gas Servicing and Repairs<br />
When you move in<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> sets a minimum standard that our homes will meet when we relet<br />
them. Some repairs will be carried out before you move in, others afterwards. The following<br />
table lists the checks we will make and when we will undertake any maintenance works.<br />
Minimum Standards Checklist<br />
Good structural stability.<br />
Gas safety checks completed.<br />
Electric safety checks completed.<br />
External<br />
All ponds to be filled in.<br />
Grass to be no longer than 15cms long.<br />
All down-pipes, drains and gutters to be free from leaks/blockages and<br />
be secure.<br />
All gas and electric meter cupboards to be secure.<br />
All footpaths, steps, handrails etc to be in safe condition.<br />
All gates to open and close correctly and be in sound condition.<br />
Fencing (supplied by WCHA) to be intact and secure.<br />
All free-standing sheds or stores, left at the property, to be in a sound<br />
condition (prior to gifting to incoming tenant).<br />
Windows & Doors (internal)<br />
All fire doors to have an appropriate self closing mechanism.<br />
Any glazing below 800mm to be safety glass.<br />
Any glazing in doors or side-lights to doors at any height should be<br />
safety glass.<br />
Door furniture to be in good order.<br />
Window locks will have an adequate supply of keys.<br />
All locks to be in working order<br />
All glazing to be free from defects and cracks.<br />
Trickle vents should operate with ease.<br />
Ground floor and basement flats should have window locks.<br />
Windows and doors should open and close with ease and catches<br />
should be fully operational.<br />
Walls & Ceilings<br />
All polystyrene ceiling tiles removed – fire hazard.<br />
No major cracks or loose plaster.<br />
Floors and Stairs<br />
Floorboards to be free from holes and cracks and be stable.<br />
Handrails in good order and secure.<br />
Before you<br />
move in<br />
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After you<br />
move in<br />
<br />
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Minimum Standards Checklist<br />
Plumbing<br />
Taps, ball valves & waste pipes to be in good working order and free<br />
from leaks.<br />
Hot water cylinder jacket to be in good effective order.<br />
Sinks and basins to have a plug and chain provided.<br />
Kitchen<br />
Sink to be free from damage<br />
Worktops to be free from major scratches.<br />
All abutments/ junctions to be sealed with silicon mastic.<br />
All tiles to be in sound condition, secure and grouted.<br />
All units, drawers & doors, to be secure and in good order.<br />
Bathroom<br />
All fittings and plumbing to be free from leaks and sealed with silicon<br />
mastic.<br />
W.C seat to be replaced.<br />
Sufficient tiling around bath, basin and shower that is sound, secure<br />
and grouted.<br />
Incorrectly installed showers to be removed.<br />
A fully working extractor fan to be fitted in bathrooms with no windows.<br />
Cleaning<br />
The property, including the loft space and garden to be free from<br />
rubbish or debris.<br />
All worktops, walls and base units to be free from grease and dirt.<br />
All walls to be free from graffiti and excessive marks.<br />
Floors to be free from excessive marks.<br />
All sanitary fittings to be hygienically clean.<br />
All tiling to be free from dirt.<br />
All elements of property to be free from mould growth.<br />
Property to be free from pest infestation.<br />
Decoration:<br />
Wallpapered areas to be intact and free from tears or peeling paper.<br />
Painted surfaces to be generally clean, free from excessive marks and<br />
chips.<br />
Before you<br />
move in<br />
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<br />
<br />
<br />
<br />
After you<br />
move in<br />
<br />
<br />
<br />
<br />
Account will be taken of acceptable/normal wear and tear that would occur when assessing<br />
your home against the above standard.<br />
After you have moved in<br />
Customer Responsibilities<br />
The sort of repairs that you are responsible for:<br />
Plumbing:<br />
• Blocked sinks, basins and toilets<br />
• Shower hoses, heads, curtains, rails, fittings<br />
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• The bleeding of radiators<br />
• Toilet seats<br />
• Tap washers<br />
Electrical:<br />
• Light bulbs, starters, & fluorescent tubes<br />
• Fuses & circuit breakers<br />
• Batteries in smoke detectors<br />
• Doorbells<br />
• General:<br />
• Internal decorations<br />
• Draft proofing<br />
• Oiling of locks & hinges<br />
• Replacement or damage to locks<br />
• Lost or stolen keys<br />
• Replacement of broken glazing<br />
• Pests<br />
• Removal of rubbish<br />
• Intentional or negligent damage by you<br />
• Items provided or installed by you<br />
Association Responsibilities<br />
The following are examples of our repair responsibilities:<br />
Emergency – make safe within 24 hours. ‘Genuine danger to life and limb, or likelihood of<br />
major damage to the property’. Examples are:<br />
• Gas leaks – always contact TRANSCO immediately 0800 111999<br />
• Burst pipes<br />
• Complete loss of electric supply (contact your electricity supplier first)<br />
• Complete loss of water supply (contact your water supplier first)<br />
• Failure of warden call system<br />
• Electrical faults where there is risk of injury<br />
• Heating failure between 1 st November and 30 th April (unless alternative<br />
heating is available)<br />
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• Serious roof leaks<br />
• Broken main entrance door<br />
• Blocked main underground drains<br />
• Smoke detector not working, (does not include changing batteries)<br />
• Removal of racist or offensive graffiti<br />
• Breakdown of combination boilers<br />
• Complete loss of hot water supply (no alternative)<br />
• Broken glass in communal areas<br />
• Complete failure of lighting in communal areas (e.g. staircases)<br />
Urgent – Completed repair within 7 days. Examples are:<br />
• Plumbing leaks<br />
• Electrical faults<br />
• Heating failure between 1 st May and 31 st October<br />
• Lift breakdown<br />
• Non-flushing toilet<br />
• Lack of hot water (where an alternative is available)<br />
• Minor roof leaks<br />
Routine – Completed repair within 28 days. Examples are:<br />
• Dripping tap or ball valve<br />
• Carpentry repairs<br />
• Light pendants or other electrical fittings<br />
• Repairs to external fittings<br />
Gas Safety Inspections<br />
Each year around 40 people die and a further 200 suffer carbon monoxide poisoning<br />
because of faulty gas appliances. In many of these cases the problem could have been<br />
avoided if an annual safety check had been made.<br />
Annual gas safety checks<br />
As responsible landlords, the Associations take their obligations to health and safety<br />
seriously. This is particularly the case with performing annual gas safety checks on the<br />
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appliances we provide in our homes.<br />
Gas appliance servicing is an important safety aspect of our standard service to all<br />
customers. For a very small inconvenience we can help secure the safety of you and your<br />
family at no extra cost to yourself.<br />
Each year our contractors check the gas appliances in all of our homes. They undertake<br />
repair and maintenance works if required to ensure the safe operation of the appliances. At<br />
the end of this they issue a safety certificate (LGSR) and give you a copy. This is our record<br />
of the check. We retain these certificates on file for 2 years.<br />
If you have provided your own gas appliances such as a cooker or gas fire, you are<br />
responsible for arranging the installation and maintenance of these items by a<br />
registered Gas Safe Engineer.<br />
How you can help<br />
The Associations take all reasonable steps to ensure that the gas safety checks take place.<br />
To do these checks we need access to your home. They do not take long. You can help us<br />
by making sure that:<br />
• You report any faults with the appliances we have provided to our freephone<br />
Helpline as soon as they occur.<br />
• Responding to our contractors when they call to arrange an appointment to do<br />
the gas safety check or when you receive a letter from us about this.<br />
• Being at home at the time arranged for the appointment.<br />
Under your Tenancy Agreement, the Associations have the right to gain access to your home<br />
to undertake these works. If you consistently refuse to co-operate with us or refuse access<br />
we will escalate the request for access as follows<br />
• The contractor will contact you to arrange the inspection 10 days beforehand.<br />
• If this is unsuccessful we will write to you asking you to call the Contractor or<br />
our Helpline to make an appointment within 10 days.<br />
• If this is unsuccessful we will write to you again. We will ask you to call the<br />
Contractor or our Helpline to set the appointment within 7 days. We will also<br />
outline the legal course of action that we may take.<br />
• If this is unsuccessful we will use any one of a number of legal options to gain<br />
access to your home (e.g. an injunction, a Notice Seeking Possession).<br />
When something goes wrong<br />
The fastest way to get the repairs tackled is to call the Contact Centre. Make sure you have<br />
all of the details about the repair needed – the more information you can give us the more<br />
quickly we will be able to arrange the repair work.<br />
The Contact Centre Advisor will tell you which category the repair falls into and will make the<br />
arrangements with our maintenance partners to get the job done.<br />
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Gas Safety – For You and Your Family<br />
What the law says<br />
What You Need to Know<br />
You can not see carbon monoxide, you can not smell or taste it and it is deadly. You and<br />
your family are particularly vulnerable when you are asleep. It kills 30 to 40 people in their<br />
own homes each year. These deaths could be avoided if gas appliances were checked and<br />
serviced regularly.<br />
As your landlord, we must make sure all our homes with gas have a gas safety inspection<br />
each year. This is vital to make sure that all the appliances in your home are safe.<br />
During this inspection we will service and repair all of our gas appliances and point out any<br />
faults on your own appliances such as your cooker.<br />
If you have provided your own gas appliances such as a cooker or gas fire, you are<br />
responsible for arranging the installation and maintenance of these items by a<br />
registered Gas Safe Engineer.<br />
Appliances that are serviced regularly are less likely to break down and run more cost<br />
effectively. Just think of the inconvenience when your heating system breaks down<br />
unexpectedly leaving you with no heating and hot water…!<br />
Making an Appointment<br />
We will send you an appointment about 2 weeks before our contractor calls to do your gas<br />
safety inspection. If the appointment does not suit you, please contact us to rearrange a<br />
more convenient time. If you cannot keep an appointment please let us know as soon as<br />
possible.<br />
If you are not there for the appointment the contractor will leave a card to let you know he<br />
has been. We will then send you another appointment. If you miss that one as well we will<br />
write to you to asking you to call the Contact Centre. If we do not hear from you we will start<br />
our legal procedure as stated in your tenancy terms and conditions.<br />
We will go to court for access and we will request all costs which normally exceed £1000.<br />
If you have payment meters please make sure you have sufficient credit for these safety<br />
tests to be carried out, otherwise we will also class this as a missed appointment.<br />
WE MUST KEEP TO THE LAW<br />
Customer Care<br />
Our contractors are highly skilled and qualified to carry out the work to a high standard.<br />
We also employ an independent inspector to carry out random checks on their work. This<br />
inspector may contact you so one of these checks can be carried out.<br />
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Customer Satisfaction<br />
You will be sent a customer satisfaction survey when the works order is completed. Please<br />
complete this survey and return it in the envelope provided.<br />
This helps us to monitor the performance of the contractor.<br />
Useful Contact Numbers<br />
<strong>Spectrum</strong> Contact Centre: 0800 783 7837 or 0300 777 7837<br />
HSE Gas Safety advice line: 0800 300 363<br />
Transco (Gas leaks): 0800 111999<br />
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Introduction<br />
Aids and Adaptations for Your Home<br />
We want you to be able to enjoy your home. If you are finding your home difficult to move<br />
about in or use, we can help to make things easier. To live safely and comfortably at home, it<br />
is important that you can move around it easily. If you are having difficulties using the stairs<br />
or cannot get to the bathroom without help, you might want to consider making some<br />
adaptations to your home. Adaptations can range from installing grab rails and stair rails to<br />
making a home suitable for someone who uses a wheelchair.<br />
For people with disabilities, getting aids and adaptations to their home can be a confusing<br />
and frustrating process. So, how can you go about making your home more accessible<br />
What does accessible mean<br />
“Accessible” doesn’t just mean being able to get in and out of your property. It means being<br />
able to use your kitchen, bathroom, etc and to be able to live in your home in the same way<br />
as everyone else.<br />
Generally speaking, if your home is not accessible, you have four choices:<br />
1. You can do nothing and struggle (not recommended!)<br />
2. You can reorganise your home to try and manage more easily<br />
3. You can apply for the aids and adaptations you require<br />
4. You can look to move house<br />
Usually, most people will be able to improve the access requirements and therefore their<br />
quality of life by a combination of 2 and 3. Sometimes option 4 may be the only answer.<br />
Before any aids or adaptations are specified, it is important to get expert advice. The<br />
Associations can now help with minor adaptation requests, by instructing our in-house<br />
Trusted Assessors. For major, more involved requests, an Occupational Therapist can look<br />
at the difficulties you are having and suggest equipment and adaptations to meet your<br />
particular needs.<br />
What counts as an “aid or adaptation”<br />
This may include simple aids such as handrails, lever taps and ramps through to stair lifts<br />
and in exceptional cases, house extensions or through floor lifts.<br />
What doesn’t count as “an aid or adaptation”<br />
Generally speaking, items that are not linked to the property (e.g. wheelchairs, walking<br />
sticks, hearing aids, etc) would not be provided through the aids and adaptations process.<br />
You may still be able to get help with these items, but generally these would be through your<br />
GP, hospital or other health services.<br />
What if my home can’t be adapted<br />
In some cases, due to the layout, age or structure of your home, it may not be possible to<br />
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adapt your property. In this case, you may have to consider moving house. We can advise<br />
on the best way to do this.<br />
How can I request an assessment by a Trusted Assessor<br />
You can ask for an assessment by one of our in-house Trusted Assessors by calling our<br />
Contact Centre and requesting the adaptation. If it is a minor requirement we will be able to<br />
process your request and organise an assessment appointment, within 5 working days.<br />
Minor aids & adaptations, e.g. grab rails & lever taps can normally be arranged without the<br />
need for an Occupational Therapist assessment. A more comprehensive list is available on<br />
request.<br />
How can I apply for an assessment by an Occupational<br />
Therapist<br />
You can request an assessment by an Occupational Therapist by contacting your local<br />
Social Services team (or if you are in hospital, through the Health Trust), but bear in mind<br />
that generally there can be a long waiting list to be assessed.<br />
It is therefore important to request an assessment as soon as you are aware you are having<br />
difficulty and don’t wait until it is a crisis situation to discuss your requirements and arrange a<br />
home visit.<br />
The Occupational Therapist will then look at your housing situation and decide if it is<br />
possible to provide aids and adaptations to make your home suitable to continue to live in.<br />
Some Occupational Therapists have a self assessment process in operation. This means<br />
depending on your needs, you may not need to have a full assessment. For example, if you<br />
only need a hand rail, it may be possible to have this fitted fairly quickly.<br />
The Occupational Therapist will give you a report making some recommendations. When<br />
you have this you should send your <strong>Housing</strong> Officer a copy of the report. Once we have<br />
received the report, we can work out where to obtain the funding for the works.<br />
Do I have to pay for the Adaptations<br />
<strong>Spectrum</strong> will usually pay for work costing up to £1500, subject to availability of funds.<br />
For works over £1500, there are grants available from your Local Authority. The main type of<br />
grant available for works over £1500 is called a Disabled Facilities Grant (DFG). This grant is<br />
mandatory and the Local Authority has a statutory duty to process your request, subject to<br />
assessment and terms and conditions. What you receive will depend on your income. This<br />
will mean completing a form to assess your ability to pay but don’t be put off by this as it can<br />
still be worth applying. (Your Local Council and/or advice service will often have leaflets<br />
available about DFG that give you more details). You will still need to have a report from the<br />
Occupational Therapist in order to apply for DFG.<br />
What if I can’t get a grant or help with the work<br />
If you are not entitled to financial help with the aid or adaptation, you may decide to pay for it<br />
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yourself. You could also look at asking a charity or trust to help you with the cost.<br />
You can still get advice from an Occupational Therapist involved in your case, over the best<br />
equipment to purchase or adaptation required and it is strongly recommended that you “try<br />
before you buy”. Many disabled people have spent a considerable amount of money on<br />
purchasing specialist equipment which is not suitable. If a salesperson comes to your home<br />
to demonstrate the equipment, do not feel under pressure to purchase the equipment straight<br />
away. Give yourself time to think about it and to ensure that it is what you really want and<br />
that you can afford it.<br />
How long does this take<br />
There are waiting lists for visits by Occupational Therapists and it can take some time to<br />
arrange the visit and get the report.<br />
Getting funding can also take time:<br />
• Our own internal process is quite fast and can take just a few weeks.<br />
• But obtaining DFG can take 12 months or more.<br />
It is important that you make contact with the occupational therapist as soon as you feel that<br />
you need adaptations to your home.<br />
Remember that:<br />
• Funding for the adaptations is only available where the person benefiting from<br />
the adaptation has an illness or impairment which leads to difficulty in<br />
managing the tasks of daily living in their home<br />
• The Occupational Therapist assessing your case has to recommend the<br />
adaptation you need before we can deal with the request.<br />
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Making improvements and alterations to your<br />
home<br />
Introduction<br />
If you are a secure or an assured tenant you have the right to make certain improvement or<br />
alterations to your home. We have published a list of these improvements and alterations in<br />
your <strong>Resident</strong>’s <strong>Handbook</strong>.<br />
Do I need permission to make alterations and<br />
improvements<br />
If you want to carry out alterations or improvements to your home you must receive our<br />
permission. Permission will not be unreasonably withheld. However, the following<br />
conditions apply:<br />
• You must receive our permission to carry out the improvement.<br />
• You must have our approval for the improvement before work starts.<br />
• The work must be carried out by a person qualified to a proper standard.<br />
• The improvement must be of a good quality and be inspected by one of our<br />
surveyors.<br />
You should also remember that for some work, e.g. improvements or additions to the<br />
property, you may need to obtain others approval before proceeding, for example planning<br />
permission or Building Regulations approval. You will be responsible for any costs<br />
associated with these requirements.<br />
How do I get permission<br />
You should write to your Neighbourhood <strong>Housing</strong> Officer. Your letter should:<br />
• describe the alterations or improvements you are proposing to make<br />
• include three quotations for the work and give the name, address and<br />
telephone numbers of the builders or contractors.<br />
• say which contractor you are planning to use and why you have chosen them.<br />
We will contact the builders or contractors. We will then write to you to tell you if we are<br />
happy for you to proceed. The letter will say what conditions must be met, e.g. planning<br />
consent, building regulations consent, qualifications of tradesmen, etc.<br />
You must confirm that these conditions have been met before the works start.<br />
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What happens when the work is completed<br />
When the work is completed, we will inspect the improvements or alterations to make sure<br />
that we are happy with the standard and quality of the work. We will expect to see any<br />
certificates that you have received.<br />
After this we will confirm that the works qualify under the Tenant Right for Compensation for<br />
Improvements scheme (see below).<br />
You must keep the payment receipts if you intend to claim compensations when you end<br />
your tenancy and leave the property.<br />
What happens when I leave the property<br />
There are 2 alternatives when you leave your property:<br />
• You may take any of your new fixtures with you when you leave the property,<br />
however you will be required to make good any damage caused by their<br />
removal before you leave.<br />
• You may leave the alterations or improvements behind when you leave with<br />
the permission of the Association. In this case you may be eligible for some<br />
compensation.<br />
Which improvements may qualify for compensation<br />
Compensation will not be the full amount you paid for the improvements or alterations. The<br />
amount of compensation will be dependent on how long ago the improvements were carried<br />
out as detailed in our Tenant Improvement procedure.<br />
The maximum amount payable in compensation is £3000. The list of qualifying<br />
improvements is shown below, with their associated notional life in years:<br />
Bath or shower 12<br />
Wash hand basin 12<br />
Toilet 12<br />
Kitchen sink 10<br />
Storage cupboards in bathroom or kitchen 10<br />
Work surfaces for food preparation 10<br />
Space or water heating 12<br />
Thermostatic radiator valve 7<br />
Insulation or pipes, water tank or cylinder 10<br />
Loft insulation 20<br />
Cavity wall insulation 20<br />
Draught proofing or external doors or windows 8<br />
Mechanical ventilation to kitchens and bathrooms 10<br />
Double-glazing or other external window replacement or secondary<br />
glazing 20<br />
Rewiring or the provision of power and lighting or other electrical<br />
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fittings (inc smoke detectors) 15<br />
Any object which improves the security of the dwelling, but excluding<br />
burglar alarms 10<br />
How do I claim compensation<br />
Compensation will only be paid when you end your tenancy and leave your home. To be<br />
eligible for compensation the following conditions must have been met:<br />
• You must have received our permission to carry out the improvement.<br />
• You must have had our approval for the improvement before the work started.<br />
• The improvement must be of a good quality and be inspected and approved<br />
by one of our surveyors.<br />
• You must have payment receipts for the cost of the improvement.<br />
We will not pay this compensation when:<br />
• You have an assured shorthold tenancy.<br />
• You live in a shared ownership or other leasehold property (other specific<br />
arrangements concerning improvements made by shared owners are<br />
described in your lease).<br />
Details of how to claim compensation are contained in our Compensation leaflet and in the<br />
section within this handbook.<br />
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<strong>Resident</strong> Recharges for Maintenance Works<br />
Introduction<br />
If a resident causes damage to their home or communal areas, the Associations reserve the<br />
right to recharge them for the cost of putting the damage right.<br />
We need to ensure the good upkeep and appearance of our estates and communities and<br />
will address a perceived culture where residents are not held responsible for their actions.<br />
Recharging residents for damage will enforce the conditions of the tenancy agreement.<br />
Landlord & Tenant’s Rights and Responsibilities<br />
The Tenancy Agreement details the Rights and Responsibilities of the Landlord and the<br />
Tenant. In our tenancy agreements we have the right to recharge for costs that arise from<br />
undertaking repairs which are needed because of damage or misuse by the tenant, members<br />
of the household or visitors. The tenancy agreement will state the tenants responsibilities for<br />
putting right any damage caused to the property or communal areas. In the event that this is<br />
not rectified, the Associations may enter the premises and carry out the work and charge the<br />
tenant for the cost of this. Ultimately, the Associations can also try to get possession of the<br />
premises under condition 13 (Schedule 2) of the <strong>Housing</strong> Act 1988 as amended by the<br />
<strong>Housing</strong> Act 1996.<br />
The terms that relate to Leaseholders and Shared Owners are contained within their<br />
individual leases however the Associations have the ability to recharge residents with their.<br />
Definition of Rechargeable Repairs<br />
Rechargeable repairs are works undertaken by the Associations to rectify damage<br />
caused to the structure, fixtures or fittings of our properties or communal areas,<br />
whether through accidental damage, wilful neglect or deliberate misuse. Repair<br />
charges may be recovered where such damage has been caused by the tenant,<br />
household member or visitor in accordance with the Tenancy Agreement or Lease.<br />
Repairs which are considered as rechargeable include –<br />
• Changing locks and/or provision of new keys where lost or not handed in on<br />
termination of tenancy.<br />
• Repairs due to improvement and/or alterations carried out by the resident,<br />
where permission has not been granted and/or not in accordance with the<br />
provisions of any given permissions.<br />
• Required repairs due to deliberate damage, neglect or inappropriate use of<br />
fixtures, fittings to the internal and external fabric of the building and its<br />
walls/fences.<br />
• Reinstatement of missing fixtures, fittings, walls and fences provided by the<br />
Associations.<br />
• Rubbish clearance from occupied or void properties including lofts, gardens,<br />
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sheds/outhouses and communal areas.<br />
• Removal / reinstatement of all items where it has not been agreed in writing to<br />
be left for the incoming residents, in the case of void properties.<br />
• Cleaning of void property where it does not meet the minimum void standard.<br />
• Clearance of blockages to waste pipes and/or drains (within or outside the<br />
boundaries of the property) which has been caused by the resident, family<br />
member or visitor.<br />
• Any re-glazing of components where no damage report has been made to the<br />
Police and no crime reference number provided to the Association.<br />
• Persistent failure to comply with access requirements to carry out gas or oil<br />
safety checks, including access provision for other required repairs.<br />
• Abortive call-outs where access was not possible despite appointments being<br />
made beforehand.<br />
In cases where works have been identified as rechargeable, the resident will be advised that<br />
they will be recharged if the Associations carries out the works. The resident will be given<br />
the opportunity to rectify the problem we raise the works order to complete the repair. We<br />
will check that the required works have been undertaken by the resident to a satisfactory<br />
standard. In the event that the works have not been carried out satisfactorily, the necessary<br />
orders will be raised to carry out the works and the resident will be advised of this and the<br />
total costs that they will be charged.<br />
Upon completion of the works, the resident will be sent an invoice detailing the works<br />
undertaken and the actual costs involved. The resident will be required to pay the debt in full<br />
or to agree a payment plan to repay the debt. Operational staff will have the responsibility for<br />
approving the recharge, negotiating any repayment plans and for the collection of the debt.<br />
Exceptions to the Recharge Policy<br />
We recognise that there are circumstances where recharging residents would not be<br />
reasonable. The list below details the exceptions to the recharge Policy:<br />
• Any resident who is defined as vulnerable may not be recharged for the costs<br />
of undertaking works if it is considered that this action would be detrimental to<br />
the welfare of the individual.<br />
• Victims of domestic violence will not be charged for the costs of repairing<br />
damage caused to the property through an incident of violence. However, in<br />
the event that the perpetrator is a sole tenant, the charges could be pursued<br />
with them. In the event that the perpetrator is not a tenant of one of the<br />
Associations, the matter can be referred to the Police and costs pursued<br />
through any resulting criminal action that they may pursue. In considering the<br />
appropriateness of the action to pursue, operational staff must consider the<br />
implications on the case as a whole and the Association’s Domestic Abuse<br />
Policy should be referred to for guidance on this matter.<br />
• Anything which is a risk to the Health and Safety or Security of the resident or<br />
other residents in the vicinity. In these cases, the Associations will carry out<br />
any works necessary to make the situation safe and secure without giving the<br />
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esident the opportunity to rectify the problem themselves. The Associations<br />
may ultimately recharge the resident for the costs involved in making the<br />
situation safe and secure and any additional costs associated with completing<br />
the full repair.<br />
• Any works within the communal areas of a scheme which affects the<br />
appearance or good management of the scheme and / or where identifying<br />
the perpetrator would cause a delay in the problem being resolved. As above,<br />
in these cases the Associations will carry out any necessary works without<br />
giving any resident the opportunity to rectify the problem themselves. The<br />
Association may ultimately recharge the resident who was responsible for<br />
causing the problem for the costs associated with completing the repair.<br />
• Where damage or vandalism is discovered in the pre-void inspection, the<br />
resident will be given the opportunity to rectify the problem or paying the total<br />
costs in full before the tenancy ends.<br />
• Where damage or vandalism is discovered in the post-void inspection, after a<br />
resident has vacated the premises, the Association will carry out the<br />
necessary works and advise the former resident of the costs to be recharged.<br />
• In cases where there is ambiguity over the cause or responsibility of the<br />
repair, operational staff can negotiate a ‘compromise agreement’ with<br />
residents whereby the cost of the works is shared between the Association<br />
and the resident. In such cases, the authority of a member of the Operations<br />
Management Team is required over the costs to be applied.<br />
In addition, where tenants are classed as vulnerable we will carry out certain works which are<br />
normally the responsibility of the tenant, where they represent a risk to the tenant’s health<br />
and safety, as follows:<br />
• Locks<br />
• Smoke detectors<br />
• Blocked drains<br />
• External doors<br />
• Glazing<br />
• Tap washers<br />
The cost of these will be met from the Associations’ responsive repairs budget and not<br />
recharged to the tenant.<br />
Enforcement Action<br />
Similarly to any breach of the Conditions of Tenancy or Lease, the Associations will pursue a<br />
staged approach to any enforcement action which will take into account the circumstances of<br />
the case and the appropriateness of the resulting action. The following options are available<br />
when considering the appropriate action:<br />
• Internal processes must be pursued in all cases and will include initial<br />
notification, negotiation of repayment arrangements and reminder letters.<br />
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• Referral to the Police in order to pursue criminal remedies can be considered<br />
in more serious cases of intentional vandalism and damage where there is<br />
sufficient evidence to determine the identity of the perpetrator and / or civil<br />
remedies are not available or appropriate (for example if the perpetrator is not<br />
a WCHA resident of one of the Associations)<br />
• The Associations can use the Small Claims Court, where the recharge costs<br />
are in excess of £500 and there is no existing money judgment for arrears.<br />
This would enable us to seek a legal remedy without pursuing repossession<br />
action.<br />
• Repossession action must be a last resort when other options have been<br />
exhausted and should be considered only in serious / multi-issue cases. The<br />
Association should instruct the Legal Services Panel Solicitors for <strong>Housing</strong><br />
Management in such cases.<br />
• Referral to a debt recovery agency may be made for former tenant debts only.<br />
Pursuit of these debts will be administered in line with the Association’s<br />
Former Tenant Arrears Policy and would be subject to commission being paid<br />
for the successful recovery of any debt.<br />
• Where possible, residents will be prevented from moving within <strong>Spectrum</strong><br />
<strong>Housing</strong> stock whilst rechargeable repair debts are outstanding or the repair<br />
itself has been rectified by the resident. Where appropriate, restrictions will be<br />
applied to moves within the sector although it is accepted that this is not<br />
always possible.<br />
Any cases where legal action (civil or criminal) is recommended must be authorised by a<br />
member of the Operations Management Team before any referral is made.<br />
Recovery of Costs<br />
Operational staff will have the authority to apply a recharge against a resident in line with this<br />
Policy and the accompanying Procedures. The recharge may include the costs of<br />
administration and any legal fees or costs incurred through pursuing repayment of the debt.<br />
Staff will have the authority to negotiate repayment plans with residents and any compromise<br />
agreements with the authorisation of a member of the Operations Management Team.<br />
The cost of the recharge will be added to the resident’s sub-account and it will be the<br />
responsibility of the operational staff to pursue the payment of the debt. Any monies<br />
specifically paid by the tenant towards a recharge will be applied to the sub-account. In<br />
cases where the tenant does not specify this, the payment of rent will be treated as the<br />
priority and the payment applied to the rent / service charge account.<br />
Current resident debts will not be written off unless there is good reason to do so and in<br />
these cases approval must be obtained from the Director of Operations.<br />
Debts relating to former residents will be treated in accordance with the Former Tenant<br />
Arrears Policy including the required authorisation to write-off any debt.<br />
Appeals<br />
Any resident may request a review of a decision at any stage of the process if they are not<br />
satisfied with a decision or action taken. Such an appeal must be made within 21 days of the<br />
decision and must be in writing.<br />
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Details of the appeals process is available on request.<br />
Monitoring, Reporting and Reviewing<br />
It is important for the Associations to monitor the effectiveness of the <strong>Resident</strong> Recharges for<br />
Maintenance Works Policy in order to:<br />
• Determine the impact that this has had on the repairs expenditure / budget<br />
• To ensure that operational objectives and targets are being met;<br />
• To ensure fairness and the appropriate standards of service delivery are being<br />
maintained;<br />
• To highlight whether any changes to policy or procedure are needed;<br />
• To inform the decision whether to continue operating rechargeable repairs<br />
The following information will be recorded and monitored:<br />
• The number and value of invoices that were recharged;<br />
• The total amount and percentage recovered;<br />
• The number of Notices served due to rechargeable repairs;<br />
• The number of cases resulting in any legal action and the outcomes;<br />
• The number of appeals against a decision to recharge a resident;<br />
• The number of appeals upheld and the reasons why;<br />
• The number of appeals rejected;<br />
Operational managers as part of the monthly review meetings will monitor the operation of<br />
recharges and they will agree the appropriate actions to deal with these if internal procedures<br />
have been exhausted. Monitoring information will also be included in the quarterly reports to<br />
the <strong>Resident</strong> Panels. An overall analysis of the operation of rechargeable repairs will be<br />
reported to Board after the first year of operation.<br />
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Estate Management<br />
Introduction<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> and its subsidiary Associations have made a commitment to work<br />
hard with our customers and partners to create neighbourhoods in which people want to live.<br />
In particular:<br />
• We put neighbourhoods at the heart of everything we do.<br />
• We promote neighbourhoods where there is a place for everyone with positive<br />
support for diversity.<br />
• We work in partnership with local people, councils and other agencies.<br />
• We are open and explicit about our role in neighbourhoods and about the time<br />
and money invested in them.<br />
In order to achieve these aims the prime objectives of the estate management policy are<br />
to ensure that the schemes and neighbourhoods on which our customers live:<br />
• are maintained to a high standard<br />
• are safe, tolerant and cohesive places in which to live<br />
• Are sustainable both for the individuals and for the community as a whole<br />
• Provide opportunities for our customers to get involved in the development<br />
and management of our neighbourhood services.<br />
This information sets out a summary of the services that are covered under our Estate<br />
Management policy.<br />
Advice and Assistance<br />
Advice and assistance with respect to all tenancy related matters is available to residents<br />
during normal office hours. Home visits can be arranged if needed.<br />
At sign-up interview, Neighbourhood <strong>Housing</strong> Officers will give information about the services<br />
available and residents will be given a <strong>Handbook</strong> containing all relevant information.<br />
Neighbourhood <strong>Housing</strong> Officers will provide support and assistance, as far as possible to<br />
residents who are considered vulnerable.<br />
Neighbourhood Maintenance<br />
Scheme Inspections<br />
We will develop scheme service statements for estates and will inspect schemes and<br />
neighbourhoods on a regular basis. Inspections will not take place regularly for Existing<br />
Satisfactory properties which are individual street properties purchased by the Association to<br />
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fulfil a specific local need. Neither will they necessarily apply to key worker accommodation<br />
where the service is defined within specific contractual conditions.<br />
The frequency of inspections will depend upon the size of the scheme and is stated in the<br />
Scheme Service Statement for neighbourhood management.<br />
<strong>Resident</strong>s are encouraged to accompany staff on scheme inspections and our responsible<br />
resident scheme is an initiative to involve our customers in the evaluation of our grounds<br />
maintenance, cleaning contractors and other service contracts.<br />
We will also undertake an annual risk assessment on all schemes with communal internal<br />
areas.<br />
Information about our response repairs service can be found in your handbook.<br />
Neighbourhood Management<br />
Anti-social Behaviour<br />
We are committed to dealing effectively with all aspects of anti-social behaviour and<br />
breaches of tenancy agreement, whilst having regard to statutory rights, obligations and<br />
good practice as they from time to time evolve. Effective dealing with a case involves the<br />
parties and/or the Association together with third party organisations working towards<br />
resolving the issues, with appropriate enforcement action being taken. Eviction will be<br />
sought only as a last resort. Our approach to anti-social behaviour is described in our <strong>Group</strong><br />
Anti-social behaviour policy<br />
‘<br />
Good Neighbour Agreements<br />
These are voluntary agreements between the Association and residents. They are used<br />
primarily to promote positive behaviour by tackling anti-social behaviour and also get<br />
residents to share responsibility and do their bit to make their environment a safe and<br />
enjoyable place to live.<br />
Good Neighbour Agreements present a statement of what it means to be a good neighbour.<br />
Their introduction on a scheme will be considered where there have been problems reported<br />
and so the detail of each agreement will vary from scheme to scheme.<br />
We will also give advice to residents about pet ownership and rubbish and waste removal.<br />
Neighbourhood Development<br />
We are committed to the creation and maintenance of balanced and cohesive<br />
neighbourhoods. Our approach to the development of sustainable communities is contained<br />
in our Community Development Strategy.<br />
In order to meet the commitment to neighbourhoods, each year we will produce a<br />
Neighbourhood and Communities Action Plan. This plan will contain the specific actions to<br />
be undertaken in the following year, including, but not limited to;<br />
• Collection of key neighbourhood information including sustainability indicators<br />
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• The improvement in service delivery to neighbourhoods<br />
• Identification and delivery of neighbourhood projects and estate strategies<br />
• Working with third party organisations and partners<br />
Sustainability Indicators<br />
We will carry out an annual exercise which will look at some key indicators to identify any ‘at<br />
risk scheme’, and develop estate strategies where needed. The indicators used include the<br />
number of voids, reports of ASB, level of arrears, numbers of evictions and abandoned<br />
properties.<br />
Environmental Improvements<br />
As part of its focus on neighbourhoods, we will engage in the identification and development<br />
of environmental improvement projects that will help to encourage and create sustainable<br />
and cohesive communities. We will provide an annual budget to fund the establishment and<br />
completion of these projects.<br />
<strong>Resident</strong> Led Scheme Improvement Grants:<br />
This fund is for projects that enhance the sustainability of neighbourhoods. In particular<br />
proposals that improve safety, security, facilities for children, improve the appearance of the<br />
neighbourhood or make improvement to facilities such as parking, lighting and recreation<br />
shall be given priority.<br />
Customer Satisfaction<br />
We are committed to monitoring customer satisfaction and will conduct a satisfaction survey<br />
of its customers each year. The survey will cover the following areas:<br />
• Home<br />
• Neighbourhood<br />
• Payment Service<br />
• Repairs Service<br />
• Grounds maintenance service<br />
• Cleaning service<br />
• Antisocial behaviour<br />
• Complaints<br />
• <strong>Resident</strong> Involvement<br />
The results of the survey will be used to identify areas for improvement<br />
Ongoing Service Performance<br />
In addition, we will monitor estate management performance on an ongoing basis using other<br />
performance management tools such as Quality <strong>Housing</strong> Services<br />
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Value for Money<br />
The Associations seek to adopt good practices and incorporate value for money principles in<br />
all its activities and believes that driving efficiencies whilst improving quality is the best way<br />
to deliver a better, more cost effective and more responsive service. Our Value for Money<br />
Strategy sets out how we will achieve this in detail.<br />
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Tackling Anti-Social Behaviour<br />
A Summary Statement of Policy and Procedures<br />
<strong>Spectrum</strong>’s policy on anti-social behaviour<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> and its subsidiary Associations, Western Challenge, Signpost and<br />
Medina are committed to dealing effectively with all aspects of anti-social behaviour and<br />
breaches of tenancy agreement.<br />
We believe it is the right of every resident to live peacefully in their homes, free from the fear<br />
of anti-social behaviour. We will take incidents of anti-social behaviour will be taken<br />
seriously and all reported cases will be assessed and recorded. There may be some<br />
incidents that we do not consider to be anti-social behaviour and in these circumstances the<br />
Association could decide not to take any action other than to give advice to the complainant.<br />
If direct action is considered appropriate, we will investigate and consider the frequency and<br />
severity of incidents and their effect on the victim(s) before deciding on the action necessary<br />
to tackle the problem.<br />
We have detailed procedures for dealing with many types of anti-social behaviour including<br />
public disorder, drugs, noise, violence, harassment, dogs, vehicles and vandalism.<br />
Who does this policy apply to<br />
This policy and related procedures apply to all properties owned and / or managed by the<br />
Association. This includes our tenants, leaseholders, shared owners, people living in key<br />
worker or market rented accommodation. We recognise that it has a duty to develop and<br />
maintain sustainable communities with all residents, and we will work with other agencies to<br />
do this.<br />
Separate procedures exist for each subsidiary Association and may vary depending upon the<br />
business activity. For example, there may be additional procedures in place for residents in<br />
supported housing to complement arrangements in place with our Managing Agents.<br />
What is anti-social behaviour<br />
Anti-social behaviour is conduct that causes annoyance or distress to neighbours, people in<br />
the locality or to our employees and contractors. It includes acts by you as the tenant, your<br />
partner, your children, your pets and anyone who may be visiting your property.<br />
The perception of anti-social behaviour could be anything from fairly minor irritations, such as<br />
children playing to the most serious cases of violence and harassment.<br />
Your obligation<br />
<strong>Resident</strong>s must behave in a reasonable way and not interfere with other residents’ peaceful<br />
enjoyment of their homes. This is part of your tenancy agreement, which is a legal document.<br />
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You should always try and resolve disputes between yourselves first; particularly if this is<br />
because there is a clash of lifestyles. When we are deciding whether we should become<br />
involved, we will look at how you have tried to resolve the problem first.<br />
Who can help<br />
It is not always possible for us to resolve every type of anti-social behaviour or dispute. We<br />
will try to give you advice about what you can do yourself or information on other agencies<br />
that can help.<br />
Under the Human Rights Act 1998, we should only become involved if the effect of the antisocial<br />
behaviour outweighs the effect of us interfering in the private life of another resident as<br />
we try to resolve the problem. This may mean that in some cases there is no action we can<br />
take. For example, normal household noise during the daytime or if you disagree because<br />
your lifestyles are different.<br />
In some cases of anti-social behaviour we have very limited or no power to take action on<br />
your behalf, but other agencies may have different powers, for example the Police or the<br />
Environmental Health Department. We will tell you if this is the case and give contact details<br />
for these other agencies.<br />
What can I do to help myself<br />
In most cases you should try to resolve any differences you have with your neighbours by<br />
talking things through and by compromise. Often someone causing nuisance may not<br />
realise that what they are doing affects you and you can resolve the situation amicably by<br />
pointing it out to them politely.<br />
Involving us before talking with your neighbour may just make the situation worse, as your<br />
neighbour will feel you have not given them the opportunity to put matters right before<br />
making it official.<br />
Another option may be to participate in mediation. Mediation aims to help people reach an<br />
agreement. The key to mediation is that you can decide on the terms of agreement<br />
yourselves. We will consider referring disputes to a mediation service where appropriate. In<br />
certain circumstances we can help fund mediation services.<br />
Clearly there may be situations where talking to the person causing the anti-social behaviour<br />
is not advisable, for example where they may be threatening you. In such cases you should<br />
contact us and the Police straight away.<br />
How can I report anti-social behaviour<br />
If you wish to report an incident of anti-social behaviour to us, this can be done in a number<br />
of ways: by telephone, email or letter, through our Website, or by visiting our offices in<br />
person.<br />
When you report anti-social behaviour to us we will advise you of the process involved in<br />
trying to resolve the problem and whether or not we can help.<br />
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All reports received will be recorded and individually assessed.<br />
Customer response timescales<br />
We will record every case that is reported to us and assess it to decide whether it is an antisocial<br />
behaviour. We will take into account how serious the incidents are, how often they<br />
take place and the effect that they have on you and your neighbours. We will look at other<br />
contributing factors such as the construction of the building. We will also consider the<br />
intentions of the person who is carrying out the behaviour and is they have any disability or<br />
support needs.<br />
After the initial assessment, all reports of anti-social behaviour will be given a Priority<br />
Category. This will determine the timescale for response.<br />
PRIORITY 1 - Serious anti-social behaviour will not be tolerated at any level. Where there is<br />
evidence that the household is at risk of serious assault or in danger, or there is persistent,<br />
substantial harassment and the victim is considered vulnerable, the case will be determined<br />
as a priority 1. Examples are:<br />
• Actual violence or threats of violence (including domestic violence)<br />
• Racial or any other form of harassment<br />
• Confirmed Class A Drug Dealing<br />
We have a victim-orientated approach when dealing with such cases and these will be<br />
treated as urgent.<br />
Priority 1 cases require a response within the same working day.<br />
PRIORTY 2 - Where there is evidence of anti-social behaviour, but no one is considered to<br />
be at immediate risk. Examples include the following:<br />
• Drug dealing, unless the complainant is considered to be at risk or it is<br />
confirmed that Class A drugs are involved<br />
• Drug use, unless the complainant is considered to be at risk<br />
• Nuisance from animals<br />
• Vandalism and graffiti (unless racist or offensive)<br />
• Regular loud noise including loud music, shouting and swearing, noise from<br />
televisions and radios, or vehicular noise during unsociable hours (after 11pm<br />
and before 7am)<br />
• Unroadworthy/abandoned vehicles<br />
• Litter/Rubbish<br />
• Public disorder<br />
Priority 2 cases require an initial response before the end of the next working day. This may<br />
be an acknowledgement depending on how serious the issue is.<br />
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PRIORITY 3 – Incidents which may be causing a nuisance but which are not considered to<br />
be anti-social behaviour and do not present a risk. Examples include:<br />
• Household noise<br />
• Isolated incidents of loud music during the daytime<br />
• Potential one-off incidents such as a party or DIY work<br />
• Children playing or youths socialising/playing ball games<br />
• Parking issues<br />
• Clashes of Lifestyle (including disturbance to shift workers)<br />
• Minor disputes between individual neighbours where there is no independent<br />
evidence<br />
We will record these complaints but we may not take any action. We will give advice and<br />
may offer mediation, as well as information about other agencies that can help.<br />
Priority 3 cases require a response within one working week.<br />
Resolving a neighbour dispute<br />
It can take some time to resolve disputes between neighbours. We must stay impartial<br />
throughout the process and not show either side any favouritism. When we receive a report<br />
of anti-social behaviour we have to investigate both sides of the story and gather the facts<br />
together to try and resolve the situation.<br />
You may be asked to keep a diary of the events that cause a nuisance to you and this may<br />
need to be done over a period of time so that enough evidence is gathered. We know that<br />
this can be time consuming and stressful, but what you see or hear could be needed as<br />
evidence at a later stage. Each person witnessing the incident will be asked to keep their<br />
own record of events.<br />
What action will the Association take<br />
We will try and resolve the situation informally wherever possible. We will support the people<br />
involved so that they can try to solve their differences themselves. One of the options that we<br />
encourage people to use is mediation. We are happy to arrange this where appropriate.<br />
We will look at how serious the incidents are, how often they take place, the effect on the<br />
victim and the evidence available before we decide what action to take.<br />
In some cases, typically where the perpetrator is a young person, we may set up a contract<br />
with them called an ‘Acceptable Behaviour Contract’ (ABC). This contract will detail the<br />
behaviour expected of the perpetrator, and we will monitor the contract closely.<br />
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Legal action<br />
If a problem continues and is of a serious enough nature to breach the tenancy conditions,<br />
we may have to begin legal proceedings against the perpetrator to prevent them from<br />
causing further anti-social behaviour or to remove them from the property. Legal action is a<br />
last resort and is only considered once all other options and remedies have been explored.<br />
To take legal action we need to provide evidence to the Court to show that the behaviour of<br />
the perpetrator has been unacceptable. We also need to show the effect that this has had on<br />
people living in the area. This evidence may be written down, for example in letters or diary<br />
sheets. You may need to be prepared to record events over a period of time. You may also<br />
have to go to Court to give evidence. We will support through throughout this process.<br />
The legal process can take many months, as we have to follow legal requirements and wait<br />
for Court dates to be set. Our ability to speed up this process is extremely limited but we will<br />
keep in close contact with you and keep you informed of progress with the case.<br />
Legal action may involve us applying for Injunctions, Possession Orders, Demotion Orders or<br />
Anti-Social Behaviour Orders.<br />
What evidence will be needed<br />
Incident diaries are vital as they are often the basis for our evidence. We will give you<br />
incident diary sheets to use and explain how best to record the incidents you witness.<br />
If you need to give evidence in Court you will refer to these diary sheets. We know that giving<br />
evidence can be difficult and we will support you through the process.<br />
When will the Association close a case<br />
We will close a case where the situation has been resolved and the person who made the<br />
complaint is happy for us to do so.<br />
In certain circumstances we will close cases even if the person who made the complaint<br />
does not want us to. This will be where we believe we have done everything we can that is<br />
reasonable and proportionate to resolve the complaint.<br />
We will close cases when:<br />
• Diary sheets have not been returned after three months<br />
• We will also close a case where the complainant has failed to respond to our<br />
requests for further information.<br />
• The nuisance experienced is because neighbours have difference lifestyles<br />
and the person who made the complaint is not willing to take part in<br />
mediation.<br />
If we decide to close a case against the wishes of the person who made the complaint, we<br />
will record why we have done this and advise them what they can do next.<br />
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Help with specific types of nuisance<br />
Below is some information to help you about specific types of anti-social behaviour that may<br />
arise.<br />
Harassment/hate relates incidents<br />
We will take all reports of harassment and hate-related crime very seriously. Harassment is<br />
defined as “unreciprocated and unwelcome comments, looks, actions, suggestions or<br />
physical contact that is found objectionable and offensive and that might frighten or<br />
intimidate”.<br />
Harassment can be directed against anyone, including but not limited to lesbians, gay men or<br />
people with disabilities. A racist incident is defined by the Stephen Lawrence enquiry as “any<br />
incident which is perceived to be racist by the victim or any other person”. If you experience<br />
or witness harassment or other hate-related crime then you should report it to the Police<br />
immediately and then to us. We will do everything we can to assist you or put you in touch<br />
with people who can be of more help, if appropriate. We can also arrange for an interpreter<br />
and/or advocate to be present if you need one.<br />
Drugs<br />
If you believe that drug dealing is happening at one of our properties, you should report this<br />
to the Police first and then to us. Once the Police have investigated this matter, should they<br />
provide evidence of drugs offences, we will then consider the appropriate action to be taken.<br />
Noise nuisance<br />
If you are disturbed by unreasonable levels of noise, for example from televisions or radios,<br />
first approach your neighbour and explain politely that you are being troubled by noise. You<br />
may find this difficult, but often people are unaware of the problem they are causing. Most<br />
will be glad to do what they can to reduce noise.<br />
If this does not resolve the problem or you feel that you are unable to discuss the matter<br />
directly with the perpetrator you should contact us to register the details of the nuisance. We<br />
will supply you with an Incident Diary to complete in order to keep a record of the dates, time<br />
and nature and effect of the noise nuisance. The completed Incident Diary will enable us to<br />
determine the action to be taken.<br />
The Environmental Health Department at the Local Authority are more often able to help with<br />
cases of serious noise nuisance, as they have difference powers to deal with this type of<br />
anti-social behaviour. If they consider that the noise is a nuisance, they will contact the<br />
perpetrator, informally at first, to tell them that the noise must stop. If it continues they may<br />
issue a Noise Abatement Notice. If the problem still continues, the Local Authority can<br />
prosecute the person causing the noise.<br />
.<br />
Violence and threats of violence<br />
This type of anti-social behaviour is very serious and no resident should have to live in fear of<br />
violence. Violence or threats of violence are crimes and the incidents should also be<br />
reported to the Police. We will liaise with the Police over any incident(s) and agree the<br />
appropriate action to be taken by both organisations. Again, the action taken will be<br />
proportionate to the seriousness of the situation and the effect on the victim. We will also<br />
provide support to the victim whilst the case is being dealt with.<br />
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Domestic Abuse<br />
Domestic abuse is serious and you should report it to the Police as well as to us. Our main<br />
role is to work towards a situation that prevents further domestic abuse. This may involve<br />
working with other agencies.<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> has a separate policy on Domestic Abuse. Please contact us if you<br />
require further information on this subject.<br />
Other General Crime<br />
There is a range of crime-related anti-social behaviour. The fact that someone has<br />
committed a crime is not in itself grounds for the Association to take further action against<br />
them however offensive or upsetting the crime may have been. In order for a crime to be<br />
relevant it would have to breach the Conditions of Tenancy or directly affect the<br />
neighbourhood or people living there.<br />
If you are aware of a crime being committed, you should report this to the Police and then to<br />
us. We will then liaise with the Police and agree on the appropriate action to be taken.<br />
Dogs and other pets<br />
It is a condition of the tenancy agreement that any pet kept in one of our properties must not<br />
cause a nuisance to neighbours. Pets cannot be kept without our permission.<br />
If a pet causes a nuisance, for example a dog barking excessively, fouling or roaming without<br />
a lead you should report this to us. We will then contact the pet owner who will be given the<br />
opportunity to improve the situation within a given period of time. If the problem continues,<br />
we will withdraw permission for the pet to be kept at there.<br />
The Environmental Health Department at the Local Authority or the dog warden may also<br />
help with nuisance caused by dogs; for example, they may seize a dog if it is roaming without<br />
a lead or they may fine owners who are failing to look after their dogs in a responsible<br />
manner. The Police can also help with problems caused by certain breeds of dogs and may<br />
be able to take action under the Dangerous Dogs Act 1991.<br />
Vehicles<br />
It is a breach of your tenancy to keep a vehicle on any roads, parking areas or land owned by<br />
us if it is not privately owned, taxed and roadworthy. You may not keep caravans, boats,<br />
trailers or any vehicle used for business purposes on our land without our permission. Major<br />
vehicle repairs, inconsiderate parking or blocking other roads, driveways and parking areas<br />
are not permitted.<br />
Estate appearance and property neglect<br />
If you notice anything around the estate such as vandalism, graffiti or rubbish you should<br />
contact us with the details as soon as possible.<br />
We will take prompt action to remove graffiti, repair vandalism and remove dumped rubbish.<br />
We may need to report the matter to the Police as vandalism and graffiti are also criminal<br />
offences. Racist or other offensive graffiti will be removed within 24 hours.<br />
Reports of property neglect will also be taken seriously as this is often a sign that a property<br />
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may have been abandoned. You should also report damaged fencing, smashed windows or<br />
untidy gardens.<br />
If you know who is responsible for the problem you can tell us in confidence. We will then<br />
make contact with them and they may be asked to put things right or be charged for the<br />
costs involved. If we do not know who is responsible, we may contact all residents in the<br />
area to make them aware that the problem is unacceptable. If we cannot find out who is<br />
responsible then the cost of dealing with this will be added to the service charge for the<br />
areas. This means that everyone in the area shares the cost of putting things right.<br />
Appeals<br />
You may request a review of a decision at any stage of the process if you are not satisfied<br />
with a decision or action taken. Such an appeal must be made within ten working days of the<br />
decision and must be in writing.<br />
Please note that this is separate from the Complaints Procedure. The Appeals Process<br />
should be pursued if you would like a review of a decision we have made. You should use<br />
the Complaints Procedure if you are unhappy with the way that we have handled an issue or<br />
dealt with you.<br />
There are three stages to our Appeals Process:<br />
Stage 1 – the appropriate Manager will assess the reasons for the decision. You will receive<br />
an acknowledgement within five working days which will confirm the timescale when a full<br />
response to the appeal will be made – usually within ten working days depending on the<br />
nature of the appeal.<br />
Stage 2 – if you are dissatisfied with the response to Stage 1, you may escalate the appeal<br />
to a Senior Manager who will carry out further investigations. You will receive an<br />
acknowledgement within five working days which will confirm the timescale when a full<br />
response to the appeal will be made – usually within ten working days depending on the<br />
nature of the appeal.<br />
Stage 3 – if you remain dissatisfied, as a third and final stage, you may request that an<br />
Appeal Panel considers your appeal. The Appeal Panel consists of three members of the<br />
Association’s Committee of Management, one of which must be a resident representative.<br />
You are able to attend the Appeal hearing in person or be represented by an advocate or<br />
provide a written statement. Equally, you do not have to attend or be represented at the<br />
meeting if you do not wish to. We will confirm the date of the hearing within 15 working days.<br />
You may bring someone with you to the hearing. You will receive a response within two<br />
weeks after the hearing.<br />
If you are still not satisfied with the outcome of your appeal, you may wish to contact:<br />
<strong>Housing</strong> Ombudsman Service<br />
81 Aldwych<br />
London, WC2B 4HN<br />
Telephone: 0845 7125 973<br />
Website: www.housing-ombudsman.org.uk<br />
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Our policy on confidentiality and data protection<br />
Any information given to us will be treated in confidence. It will not be passed to either the<br />
person named in the information or any external agency without the permission of the person<br />
who gave the information.<br />
The exception to this may be where there is a health and safety risk and disclosure of the<br />
information would alleviate this risk. Essentially, personal data can only be disclosed for the<br />
purposes of considering action under the Crime and Disorder Act 1998, to prevent a<br />
crime/fear of crime and/or any form of abuse to a child.<br />
Whilst partnerships and multi-agency liaison is essentially about sharing information, Data<br />
Protection Legislation and agencies individual policies on confidentiality are still applicable.<br />
Our policy on equality and diversity<br />
Our Anti-Social Behaviour Policy and related procedures have been developed to support<br />
our commitment to equality of access and quality of service delivery. We will ensure that no<br />
customer is disadvantaged irrespective of their race, gender (including gender<br />
reassignment), religion or belief, colour, ethnic or national origin, sexual orientation, marital<br />
status, age, disability, or social position in accordance with the <strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong><br />
Equality, Diversity and Inclusion Policy.<br />
We will ensure that specific communication or support requirements and equal access to the<br />
service is available. We will monitor reports of ASB to identify and address and inequality of<br />
access to the service. Furthermore we will record and monitor incidents of ASB and the<br />
actions taken to ensure no individual or group is excluded.<br />
More information<br />
If you require more information about our approach to anti-social behaviour, please write to<br />
us, send us an email or call our Contact Centre.<br />
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Harassment<br />
A Guide for Customers<br />
Our Policy<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> and its subsidiary associations has a “zero tolerance” approach to<br />
all forms of harassment, and recognises the importance of fast and appropriate responses to<br />
any allegation whether by, or to a customer or member of staff. The <strong>Group</strong> recognises racial<br />
harassment as an aggravated and very serious form of harassment. This guide sets out the<br />
principles of the <strong>Group</strong>’s policy, a full copy of which can be obtained on request to the<br />
contact details at the end of this leaflet.<br />
Definition of Harassment<br />
We consider the definition of harassment to be<br />
Unreciprocated and unwelcome comments, looks, actions, suggestions, or physical contact<br />
that is found objectionable and offensive and that might threaten or intimidate.<br />
Harassment could be for instance:<br />
• sexual<br />
• religious<br />
• racial<br />
Harassment could be directed against anyone who is perceived by the perpetrator as being<br />
different. This sometimes includes:<br />
• lesbians<br />
• gay men<br />
• people with disabilities<br />
If anyone, including the victim, a witness, a housing officer or any other person perceives an<br />
incident to be one of harassment it will be recorded and vigorously investigated as such.<br />
Encouraging Reporting of Incidents<br />
We want to create an environment that will ensure victims will feel more comfortable<br />
reporting incidents to us. We hope to achieve this by:<br />
• Extensive training for staff<br />
• Choice in relation to whom a report of harassment can be made (see how to<br />
make a report below).<br />
• Effective publicity.<br />
What to Expect<br />
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Following a report of an incident or incidents of harassment, wherever practically possible<br />
and by agreement with the victim, a member of staff will meet with the victim within 48 hours<br />
of the report.<br />
Support for victims<br />
The support needs of the victim are paramount, and his / her views will be sought before<br />
taking any action. This does not mean that we will not take action if the victim does not wish<br />
it. Sometimes we have to consider whether anyone else might be at risk of harassment if we<br />
do not take action. However wherever possible we will try to accommodate the victim’s<br />
wishes.<br />
In addition to the potential for enforcement action against the perpetrator, the measures we<br />
can / will take include:<br />
• Putting the victim in touch with local support groups that might be appropriate<br />
• Implementing security measures<br />
• Arranging for repairs / removal of graffiti to be conducted as an emergency<br />
• Providing access to translation services<br />
• Ensuring confidentiality wherever possible<br />
• Ensuring the victim is kept up to date with progress<br />
Enforcement Action<br />
Following a vigorous investigation of the report, where there is evidence that will support<br />
enforcement action, we will consider what the most appropriate form of enforcement might<br />
be, this could include:<br />
• Injunctions<br />
Publicity<br />
• Anti-social Behaviour Orders<br />
• Demoting a tenancy agreement to an Assured Shorthold Tenancy<br />
• Seeking possession of the property<br />
• Disciplinary proceedings against or dismissal of any employee from their<br />
employment.<br />
• Through liaison with other statutory agencies such as the Police and Local<br />
Authority other forms of enforcement action could also be considered.<br />
Where we successfully take enforcement action against perpetrators, it is important evidence<br />
that demonstrates that we do what we say we will do. Depending on the wishes of the victim<br />
(and any other witness), we may seek to publicise the results of a case, as a message to<br />
others that perpetrators cannot get away with harassment.<br />
All our offices will display posters and other publicity material that carry anti-harassment<br />
messages.<br />
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Preventing Harassment<br />
We will monitor closely where we are receiving reports of harassment to consider whether<br />
there are any additional preventative measures that could be taken, which may for instance<br />
include improvements to the security and design of our schemes and properties.<br />
We will consider sensitively, lettings of properties in areas where there may be previous<br />
records of harassment.<br />
We will do our best to ensure that the local authorities, with which we work in partnership,<br />
also do not prejudice a housing applicant who has refused accommodation on the basis of a<br />
fear of harassment.<br />
We will establish good, constructive partnership working with local agencies, and will work<br />
alongside key community agencies to develop joint responses where there are issues.<br />
How to Report Harassment<br />
If you believe you or somebody you know, is, or has been a victim of harassment, email us,<br />
write to us or call the Contact Centre.<br />
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Domestic Abuse<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> believes that everyone has the right to a home which is free from<br />
abuse, but we recognise that people may be subjected to abuse within the home. This<br />
information sets out the service that resident can expect to receive from the Associations<br />
following reports of domestic abuse.<br />
What is Domestic abuse<br />
Abuse by one person against another will be considered to be domestic abuse if there is or<br />
has been a relationship between the parties, such as:<br />
• Married Couple<br />
• Partners, same or different sex<br />
• Family members<br />
The nature of the abuse may be physical (actual or threatened) or mental and the abuse<br />
may take place inside or outside the home. Examples of domestic abuse include:<br />
• Actual physical violence or threat of violence<br />
• Verbal abuse or intimidation<br />
• Constant ridiculing or criticism<br />
• Threats of taking the children away<br />
• Threats of preventing contact with friends or family<br />
• ‘Honour based violence’<br />
• Forced marriage<br />
• Genital mutilation<br />
• Financial abuse<br />
Abuse between unrelated parties will be treated as harassment and will be managed in line<br />
with the <strong>Group</strong>’s Anti-Social Behaviour Policy and procedure.<br />
Confidentiality and Privacy<br />
Any information given to the Association will be treated in confidence. It will not be passed to<br />
any individual or external agency without the permission of the person who gave the<br />
information. The exception to this may be where there is a health and safety risk and<br />
disclosure of the information would alleviate this risk. Essentially personal data (information<br />
relating to an individual including only address details) can only be disclosed for the<br />
purposes of considering actions under the Crime and Disorder Act, to prevent a crime/fear of<br />
crime and or any form of abuse to a child. We may also disclose information where the<br />
resident is considered to be a vulnerable adult i.e. is aged 18 or over and is or may be in<br />
need of community care, health or support services. In most circumstances we will still gain<br />
consent before referral to another agency unless the victim is in physical danger and/or it is<br />
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our considered assessment that the victim is unable or incapable of making an informed<br />
decision for themselves.<br />
Whilst partnerships and multi-agency liaison is essentially about sharing information, the<br />
Data Protection Legislation and agencies individual policies on confidentiality are still<br />
applicable.<br />
The Associations will respect the confidentiality of all victims reporting domestic abuse in<br />
accordance with our Confidentiality, Privacy and Data Protection policy.<br />
What will <strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> do<br />
We will put the wishes of the sufferer/s of abuse at the centre of our approach. We want<br />
victims of such abuse to feel in control of their situation so we will agree the way forward with<br />
them at all times.<br />
We will:<br />
• Treat all enquiries in confidence<br />
• Take any concerns seriously<br />
• Be non-judgmental and respect the wishes of a victim<br />
• Explore the housing options available<br />
• Provide information on other agencies/organisations that can help<br />
• Consider any specific circumstances<br />
• Listen<br />
• Provide a male or female member of staff if requested<br />
• Use a professional interpreter if required<br />
• Keep the victim informed of action being taken by the Association<br />
We will NOT:<br />
• Lead or tell a victim of abuse what to do next<br />
• Pressure victims into agreeing to do anything that makes them uncomfortable<br />
• Ask victims to provide evidence of abuse they have suffered.<br />
How can <strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> help<br />
As your landlord we can only assist directly in matters that affect the family’s housing<br />
situation but can provide information on other agencies and organisations that offer support<br />
for people suffering domestic abuse. We can offer practical support in four ways;<br />
• Provide support where victims of abuse wish to stay in their own homes<br />
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• Give advice on re-housing options<br />
• Advise how victims of abuse can seek emergency accommodation<br />
• Provide additional security to the property to support victims who wish to<br />
remain in their homes<br />
Reporting Domestic Abuse<br />
If you are the victim of domestic abuse, or you are aware of a resident that is; please report it<br />
to your Neighbourhood <strong>Housing</strong> Officer or our Contact Centre Team as soon as possible.<br />
You can contact us by:-<br />
• Telephoning the Contact Centre<br />
• Visiting our offices<br />
• By e-mail: contact@spectrumhousing.co.uk or via our website<br />
www.spectrumhousing.co.uk<br />
• By Letter<br />
Other Agencies That Can Help<br />
Women’s Aid Federation<br />
Southall Black Sisters<br />
0808 2000 247 (24 hrs) 0208 571 0800 (10am-5pm)<br />
www.womensaid.org.uk<br />
www.southallblacksisters.org.uk<br />
Parentline Plus<br />
NSPCC<br />
0808 800 2222 (24 hrs) 0808 800 5000 (24 hrs)<br />
www.parentlineplus.org.uk<br />
www.nspcc.org.uk<br />
Childline<br />
Everyman Project<br />
0800 1111 (24 hrs) 0207 263 8884<br />
www.childline.org.uk<br />
www.everymanproject.co.uk<br />
Kiran – Asian Women’s Aid<br />
Victim Support Line<br />
0208 558 1986 0845 3030 900<br />
www.kiranproject.org.uk<br />
www.victimsupport.org.uk<br />
Samaritans<br />
Mankind<br />
08457 909 090 (24 hrs) 01823 334244<br />
www.samaritans.org<br />
www.mankind.org.ukadmin@mankind.org.uk<br />
Island Women’s Refuge<br />
The Law Centre<br />
01983 825981 01983 524715<br />
Jigsaw<br />
Southampton’s Women’s Aid<br />
01983 868380 02380 671626 & 02380 338881<br />
Freephone 0808 801 0334<br />
Asian Women’s Refuge Southampton<br />
Poole Refuge<br />
02380 437692 01202 748488 (24 hrs)<br />
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Bournemouth Women’s Refuge<br />
No Limits<br />
01202 547755 (24 hrs) 02380 224224<br />
Self Help Project<br />
Parkman House<br />
01458 446690 01454 868761<br />
Portsmouth Domestic Violence Advice Line<br />
Portsmouth Women’s Refuge<br />
02392 876500 02392 291034 (24 hrs)<br />
Respect – Men’s Domestic Violence Advice Line<br />
Next Link Domestic Abuse<br />
Services (Bristol)<br />
0808 8010327 0117 925 0680 (Mon- Fri 9am-5pm)<br />
info@mensadviceline.org.uk<br />
enquiries@nextlinkhousing.co.uk<br />
Police<br />
Telephone 999 in an emergency. Your local Police force will have specialist officers<br />
trained in supporting victims of domestic abuse.<br />
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Pet Ownership Guidance<br />
Introduction<br />
Responsible pet owners and their pets can contribute greatly to a community.<br />
Most owners derive significant benefits from their pets such as companionship, routine,<br />
exercise and even lower stress levels; therefore we will not discourage pets in properties<br />
where facilities for their proper care exist. <strong>Resident</strong>s who have a licence agreement and or<br />
live in scheme based supported accommodation will not be permitted to own a pet.<br />
We will take a flexible view on allowing pets; depending on individual circumstances, whilst<br />
controlling the numbers / species of pets so as not to cause a nuisance or health risk.<br />
Decisions on allowing pets will be at the discretion of the Neighbourhood <strong>Housing</strong> Officer.<br />
The responsibility for pets rests with the <strong>Resident</strong>. <strong>Resident</strong>s must make suitable care and<br />
veterinary arrangements, ensure that the pet does not cause injury or damage and comply<br />
with any legal requirements.<br />
Restrictions on Pet Ownership<br />
Dogs<br />
There are certain breeds of dogs, specified in the Dangerous Dogs Act 1991 that will<br />
not be permitted. These are specified as Pit Bull Terrier, Dogo Argentino, Fila<br />
Braziliero and Japanese Tosa.<br />
Any <strong>Resident</strong> found to be keeping dogs which are not permitted, will be reported to<br />
the relevant authorities and will be in breach of their tenancy.<br />
It is important to note that, in the UK, dangerous dogs are classified by “type”, not by breed<br />
label. This means that whether a dog is considered dangerous, and therefore<br />
prohibited, will depend on a judgment about its physical characteristics, and whether they<br />
match the description of a prohibited 'type'. This assessment of the physical characteristics is<br />
made by a court.<br />
The associations will not allow the breeding or selling of animals from a residents home.<br />
Other animals<br />
<strong>Resident</strong>s will not be permitted to keep farm animals. For example, sheep, goats, pigs, cattle,<br />
horses, chickens or ducks.<br />
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<strong>Resident</strong>s may be permitted to keep chickens or ducks depending on the location of their<br />
property and the size of their garden.<br />
<strong>Resident</strong>s will not be permitted to keep wild animals, poisonous animals or endangered<br />
species.<br />
Applying to own a Pet<br />
Some homes are not suitable for keeping pets. Anyone moving into these homes will be<br />
advised before any offer of accommodation is made.<br />
Any new applicants for housing will be asked about any pets they own. Existing residents<br />
are required to inform us if they wish to get a new pet.<br />
<strong>Resident</strong>s who wish to keep a pet will be expected to sign and accept the Conditions of Pet<br />
Ownership.<br />
We will treat guide dogs hearing dogs and enabling dogs as special cases as such animals<br />
are essential for the quality of life of their owners.<br />
When granting permission for pets, consideration will be given to the number and type of<br />
existing animals at a particular scheme or home.<br />
Keeping pets in your Home<br />
Although pets can be loving companions, some animals can cause a nuisance.<br />
Often it is the lack of care by the <strong>Resident</strong> that can create the nuisance.<br />
<strong>Resident</strong>s can ensure their animal does not cause nuisance by making sure they:<br />
keep dogs, and any other pet they may wish to take for a walk, on a lead whilst on the<br />
association’s communal property<br />
remove any animal fouling from gardens and public areas and dispose of it<br />
appropriately<br />
make sure their dog does not bark excessively<br />
do not attract other animals and vermin by leaving food outside<br />
do not allow their animal to become aggressive<br />
do not breed and/or sell any animals<br />
If a pet causes a nuisance permission may be withdrawn for the <strong>Resident</strong> to keep a pet, or<br />
the association may involve statutory agencies and/or take legal action.<br />
What can we do about nuisance pets<br />
In the majority of cases we will try to resolve any issues of nuisance involving pets informally<br />
after hearing both sides of the story. If this does not work, then there are a number of more<br />
formal approaches we can take. These include:<br />
<br />
Involving statutory organisations such as the Police or the Local Authority<br />
Environmental Health Department<br />
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Involving voluntary organisations such as the RSPCA<br />
Restricting the number of animals kept at a property, if this is likely to resolve the<br />
problem<br />
Withdrawing permission for animals completely<br />
Taking legal action against the owner of the animal<br />
What to do if you suspect an animal is being neglected<br />
If you suspect that a neighbour is guilty of cruelty or neglect towards an animal then you<br />
should report this to the RSPCA. You should telephone the 24 hour National Cruelty Line on<br />
0300 1234 999. The RSPCA will ask you a series of questions and it promises to keep your<br />
details confidential.<br />
Useful Contacts<br />
RSPCA<br />
The RSPCA is a charity which investigates complaints of animal cruelty and neglect.<br />
It runs animal hospitals and clinics for low income households and centres which house<br />
animals looking for new<br />
homes. For more information contact:<br />
Advice Line: 0300 1234 555<br />
Website: www.rspca.org.uk<br />
Dogs Trust<br />
The Dogs Trust is a dog welfare charity providing advice on all aspects of dog ownership. It<br />
subsidises neutering and provides free micro-chipping in certain areas.<br />
Telephone: 020 7837 0006<br />
Website: www.dogstrust.org.uk<br />
Cats Protection<br />
Cats Protection is a charity which provides advice on cat care, runs a rescue service and a<br />
service to find new homes for cats. It may provide financial assistance with neutering cats.<br />
Telephone: 03000 121212<br />
Website: www.cats.org.uk<br />
PDSA<br />
The PDSA is a charity providing veterinary care for sick animals owned by low income<br />
households. For more information contact:<br />
Telephone: 0800 731 2502<br />
Website: www.pdsa.org.uk<br />
Blue Cross<br />
The Blue Cross provides subsidised neutering services for people in receipt of certain state<br />
benefits. For more information contact:<br />
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Telephone: 01993 822651<br />
Website: www.bluecross.org.uk<br />
Royal College of Veterinary Surgeons (RCVS)<br />
The RCVS holds a list of all registered veterinary surgeons. This can be found on their<br />
website. For more information contact:<br />
Telephone 020 7222 2001<br />
Website: www.rcvs.org.uk<br />
Any UK Vet<br />
A website which provides details of all veterinary practices in the UK.<br />
Website: www.any-uk-vet.co.uk<br />
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<strong>Resident</strong> Involvement<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> and the subsidiary Associations are committed to the principle of<br />
consultation and involvement. We believe that this is the best way to deliver a better, more<br />
cost effective and responsive service. This will:<br />
• make us more accountable to residents,<br />
• develop local participation within our housing developments,<br />
• provide opportunities for <strong>Resident</strong>s to get more involved in managing their<br />
homes,<br />
• provide suitable training and support,<br />
• get residents involved in the review of services as part of our Continuous<br />
Improvement policy,<br />
• ensure equal opportunities for all and in particular to seek involvement from<br />
members of the black and minority ethnic communities.<br />
We have developed a <strong>Resident</strong> Involvement Strategy that intends to make these aims real.<br />
You can access this from our web site or ask for a copy by calling the Contact Centre.<br />
What is <strong>Resident</strong> Involvement<br />
<strong>Resident</strong> Involvement at <strong>Spectrum</strong> has five key elements:<br />
• <strong>Resident</strong> representation - Our customers influence the decisions we make and<br />
the services we develop through involvement in <strong>Resident</strong> Associations and<br />
<strong>Resident</strong> <strong>Group</strong>s, Regional Community Forums and in the Board of<br />
Management.<br />
• <strong>Resident</strong> consultation – Customer feedback is an important part of our ability<br />
to improve the quality and relevance of the services we deliver and achieve<br />
Best Value.<br />
• Information availability and reporting - We provide information about our<br />
performance to our customers through newsletters, quarterly reports to<br />
<strong>Resident</strong> panels, annual reports to customers and our web site.<br />
• Support for resident involvement - From training courses to providing funds for<br />
supporting <strong>Resident</strong> Associations and specific local environment improvement<br />
activities, we support our residents to make real changes.<br />
• Dealing with Complaints – Our approach to complaints is receptive and open.<br />
We know that we sometimes get things wrong. We try to put them right as<br />
quickly as possible and learn how we can improve.<br />
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How Can I Get Involved<br />
We are committed to providing opportunities for residents to be involved in a variety of<br />
activities including, electing <strong>Resident</strong> Board Members, policy development, reviewing the<br />
performance of our services and in decisions affecting you and your neighbourhood. Without<br />
your involvement we will not be able to make sure that we are getting things right.<br />
Whether it is filling in a survey form, being a responsible resident, being an active member of<br />
your local <strong>Resident</strong>s’ Association or Community Forum or attending consultation meetings,<br />
we need your support.<br />
We are always on the lookout for more people with ideas and enthusiasm to join our existing<br />
groups. If you are interested in taking part or if you have your own ideas about how you<br />
would like to change the way we work, then contact your local <strong>Resident</strong> Involvement Officer<br />
by calling the Contact Centre.<br />
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Consulting with <strong>Resident</strong>s<br />
Your rights<br />
We believe accountability to our residents on both major and minor issues is important. Only<br />
a sensitive and relevant approach can effectively deal with any problems. Close contact and<br />
a trusting relationship between the Associations and their residents will assure rapid and<br />
suitable responses to residents’ needs.<br />
As Registered Providers, we are monitored by the Homes and Communities Agency (HCA).<br />
This government agency lays down the principles and minimum standards which all<br />
registered housing associations are required to achieve.<br />
Consultation<br />
All housing associations should consult residents about changes which affect a large number<br />
of them, particularly on proposed changes to housing management and maintenance policies<br />
and procedures.<br />
Consultation is a two-way process, and we are keen to receive feedback from you. In this<br />
way, we ensure the policies we operate and the services we provide meet your needs.<br />
Our quarterly newsletters, information sheets, and local meetings with both <strong>Resident</strong>s’<br />
Associations and individual residents are some of the ways in which we keep you informed<br />
and give you a chance to let us know your views about proposed changes and other issues.<br />
We also use other methods to obtain your views, for example, through surveys or<br />
questionnaires. We use the questionnaire to help improve our management and<br />
maintenance services and the design of our new homes.<br />
How do we select consultation topics<br />
<strong>Resident</strong>s play an important part in the selection of topics for consultation:<br />
• Where we have a legal obligation to consult, e.g. service charge changes<br />
• Where we wish to make service or policy changes to improve or enhance the<br />
product delivered to residents<br />
• Where there are specific options or choices available to individual residents<br />
How do we consult our residents<br />
Where we are legally obliged to consult, there may be approaches and methods prescribed<br />
by the legislation.<br />
In other cases we will use a range of consultation approaches depending on the complexity<br />
and importance of the issues involved.<br />
Once a decision to consult has been made, each resident will receive a letter setting out:<br />
• The subject of the consultation exercise, reasons for proposed changes and<br />
possible alternative options being considered.<br />
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• The method(s) of consultation to be used.<br />
• The timescale for responses. These will be proportionate to the issue in hand<br />
but in no case shall be less than 4 weeks.<br />
• Who in the consulting organisation will make the decision, e.g. Manager,<br />
Director, Executive, Board.<br />
• The basis on which any decision will be made including how residents’<br />
opinions will be taken into account, e.g. majority required, and how nonresponse<br />
will be treated.<br />
Examples of the methods of consultation include:<br />
• Postal satisfaction surveys<br />
• Telephone satisfaction surveys<br />
• Complaints<br />
• House meetings<br />
• Focus <strong>Group</strong>s<br />
• <strong>Resident</strong>s Associations<br />
• Community Forums, <strong>Resident</strong> <strong>Group</strong>s, Tenants Consultative Committees<br />
• Web based / email surveys<br />
Every effort will be made to meet the needs of individual residents or groups of residents. For<br />
example, information and letters will be translated (where necessary) for any ethnic minority<br />
resident and meetings will where possible be held in venues that are as accessible as<br />
possible.<br />
The methods will take account of residents where we are aware that they need extra support<br />
to participate in the consultation. In these the residents will be given information in the<br />
appropriately accessible form e.g. pictorial versions of standard letters and the involvement<br />
will be extended to include their advocates.<br />
How can residents respond to the consultation<br />
<strong>Resident</strong>s need to give their opinions verbally (we will record your feedback) or in writing<br />
either individually or as part of a group of residents:<br />
• Opinions expressed by solicitors and recognised residents’ rights groups on<br />
behalf of residents will be accepted.<br />
• Opinions expressed by care managers, support providers, and advocates<br />
where the resident needs their support to participate in the consultation<br />
• Written responses from other third parties will be accepted as long as it carries<br />
the signature of the resident.<br />
• Petitions carrying the signatures of residents will be accepted.<br />
• Notes of residents meetings signed by a nominated resident will be accepted<br />
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as long as the note clearly identifies those attending and the decision<br />
nominating the signatory.<br />
How will I be told about the outcome of the consultation<br />
In general, feedback will be given to all residents affected by the consultation including their<br />
advocates where the resident needs their support to participate in the consultation.<br />
Feedback may also be given to other parties involved in the consultation such as Local<br />
Authorities, regulatory bodies etc.<br />
Feedback can be given at two levels depending on the scope of the consultation:<br />
We have a number of ways of giving feedback on issues affecting you as a whole:<br />
• <strong>Resident</strong> newsletter<br />
• Web site<br />
• Correspondence to individual residents<br />
• Community Forums, <strong>Resident</strong> <strong>Group</strong>s, Tenants Consultative Committees<br />
We also use other ways to feed back on issues affecting smaller areas or resident groups:<br />
• Correspondence to <strong>Resident</strong> Associations<br />
• Verbal reports to <strong>Resident</strong> Association and other resident meetings<br />
• Direct correspondence and meetings with individual residents and care<br />
managers, support providers and advocates where the resident needs their<br />
support to participate in the consultation<br />
How are decisions made following consultation<br />
At the end of the agreed consultation period, the Association will give a decision in writing in<br />
a timescale that is proportionate to the original consultation period but in no case later than 8<br />
weeks from the end of the consultation period. The response will give reasons for the<br />
decision, which will be based upon:<br />
• The written opinions expressed by residents and /or groups of residents.<br />
• The written opinions of other stakeholders such as Local Authorities and<br />
Regulatory Bodies<br />
• The overall management needs of the Association relative to its business of<br />
providing an accountable service to all residents<br />
• The legal and regulatory restrictions applying to the issue in hand<br />
It should be noted that we cannot guarantee acceptance of residents’ preferences if, in the<br />
opinion of the Association, it conflicts with the overall management needs of the Association<br />
or would otherwise be outside of the legal powers of the Association to deliver the<br />
preference.<br />
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Local Offers<br />
We are committed to providing to providing services which meet the needs and aspirations of<br />
our residents.<br />
You may feel that the area in which you live needs a service which is different from what is<br />
included in the rest of Our Promises to You. Local Offers are our way of providing these<br />
services.<br />
Local Officers – putting residents at the heart of everything we do.<br />
What are Local Offers<br />
Local Offers are extra standards which have either been requested by residents, or<br />
suggested by us when we have identified areas of poor service. This may mean making<br />
changes to the way we already work, or it may mean that you need to pay an extra service<br />
charge.<br />
How to get a Local Offer<br />
If you think you need a Local Offer in your area, you should speak to your neighbours to see<br />
if they support the idea. Once you have an idea of what your neighbours think, you should<br />
speak to a member of staff.<br />
We will then hold a consultation to see if at least half of the local residents support your idea.<br />
Local Offers can also be started by staff if we notice that there is something which needs<br />
improving. This may be from a neighbourhood assessment, or if we see there are low levels<br />
in satisfaction surveys. From the first point of contact to the consultation should take no<br />
longer than 6 weeks.<br />
What happens next<br />
Once we have established that there is support from residents, we will do an assessment of<br />
the costs and benefits of the idea.<br />
We will also look at how it might affect other residents or services. We will make sure that all<br />
residents and staff can put forward their views about the Local Offer.<br />
We will give residents the results of the assessment. This will be used as a basis to negotiate<br />
the Local Offer. Once everyone is happy, residents and staff will sign up to the Local Offer<br />
and we can make changes to the service. This part of the process should not exceed 3<br />
calendar months.<br />
How are Local Offers monitored<br />
The way we provide Local Offers are monitored by the Local Community Forum as part of<br />
their regular performance reports. This will let the Community Forum hold staff to account<br />
and ask for action where we have no met our agreed targets.<br />
We will review all out Local Offers each year as part of our Neighbourhood Impact<br />
Assessments.<br />
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Notice to leave<br />
How to end your tenancy<br />
When you choose to vacate your property to move elsewhere, you should refer to your<br />
tenancy agreement for details of the notice period you need to give. In the majority of cases<br />
this will be 28 days and you need to provide this in writing.<br />
Before you leave<br />
Meeting with your Neighbourhood <strong>Housing</strong> Officer<br />
You will need to make an appointment with your Neighbourhood <strong>Housing</strong> Officer to inspect<br />
your property before you move out. This is also an opportunity to discuss any queries you<br />
may have before you leave your property.<br />
Rent and Service Charge<br />
You must make sure that your account is up to date before the end of your tenancy.<br />
If your account is in arrears when your tenancy ends we will pursue you for the debt and if<br />
necessary, will refer your debt to a debt collection agency which could result in action being<br />
taken in the small claims court if not paid.<br />
<strong>Housing</strong> Benefit<br />
If you receive <strong>Housing</strong> Benefit, please make sure that the <strong>Housing</strong> Benefit department is<br />
notified of your tenancy end so they can stop payment for the property.<br />
Electricity, Gas, Water and Cable/Satellite TV<br />
You must close your accounts with the Electricity, Gas, Water and Cable/Satellite TV<br />
companies and give them meter readings (where applicable) on the last day of your tenancy.<br />
Change of Address and Post<br />
Advise your Doctor, Bank, Insurance Company, etc of your change of address to avoid<br />
important mail being delivered to the wrong address.<br />
You can ask the Post Office to automatically forward your mail to your new address if you<br />
wish.<br />
When you leave<br />
Please leave your property as you would like to find it.<br />
You should make sure that the property is left clean and tidy and all rubbish is removed from<br />
the property (including loft spaces) and the gardens. If you have bulky items that you are<br />
unable to remove yourself you can arrange for the Local Authority to collect them from your<br />
property. This service should be free of charge.<br />
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If you leave unwanted items or rubbish inside or outside of the property after you leave, we<br />
have the right to charge you for the cost of removing the item. The cost will be added to your<br />
account.<br />
Anything left which is considered to have any value will be stored for 28 days and then<br />
disposed of. You will be charged for the cost of storage and disposal.<br />
Ensure all keys to your property (including gas keys/cards where appropriate) are returned to<br />
your <strong>Housing</strong> Officer on or before the date your tenancy ends unless you are told to leave<br />
them elsewhere by your Neighbourhood <strong>Housing</strong> Officer. We have the right to charge you<br />
one week’s rent if the keys are not returned on time. The cost will be added to your account.<br />
Void Incentive Scheme<br />
The Associations are trying to encourage residents to hand back their homes in good<br />
condition so they can be let again with minimum delay. We therefore offer an incentive<br />
payment to residents who fulfil certain criteria when vacating their property. A payment of<br />
£200 will be made if:<br />
• The rent account is clear at tenancy termination<br />
• A pre-void inspection has been carried out<br />
• You have permitted prospective tenants to view your property during your<br />
notice period<br />
• Gas and electric cards/keys have been left at the property and there are no<br />
debt on the meters<br />
• The property is clean, damage free and in good decorative order. The<br />
minimum re-let standard is used as the measurement for this<br />
• The keys have been returned to us either before the tenancy end date or by<br />
12 noon on the date the tenancy ends<br />
If all the criteria are met, a payment of £200 will be sent to you at your new address within 42<br />
days of the date your tenancy ended.<br />
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What is a mutual exchange<br />
Mutual Exchanges<br />
A mutual exchange is where you swap properties with another tenant. All secure and<br />
assured tenants have the right to exchange properties with another tenant within <strong>Spectrum</strong><br />
<strong>Housing</strong> <strong>Group</strong>, another housing association or a local authority.<br />
However, you cannot carry out an exchange if you have an assured shorthold tenancy or a<br />
licence. Similarly, the payment or the accepting of an incentive to influence the outcome of<br />
an exchange is a breach of the tenancy conditions and is grounds for the landlord to<br />
repossess.<br />
How do I start<br />
If you are interested in moving and want to look at the possibility of doing a mutual exchange,<br />
you are responsible for finding an exchange partner. You can do this in a number of ways:<br />
• You can advertise in the local press or in local shops<br />
• Some local housing association offices hold exchange registers or will know of<br />
other tenants looking for an exchange<br />
• The local authority housing office may hold a register of their tenants who are<br />
looking to exchange<br />
• You can register at www.homeswapper.co.uk. <strong>Spectrum</strong> will pay your<br />
subscription fee<br />
When you have found someone to swap properties with you should arrange to view the<br />
property to make sure that it is what you are both looking for.<br />
It is important to remember that when you move into an exchanged property you take “as<br />
seen”. This means that you accept the condition of the property and its decorations. You<br />
should check the property for damage and make sure that the other party understands their<br />
responsibility to put it right.<br />
You should also agree with your exchange partner whether items such as carpets and<br />
curtains will be left in the property.<br />
How do I get permission to make the exchange<br />
Both exchange partners need the permission of each landlord.<br />
At <strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> we have a simple Mutual Exchange Request form to help with<br />
this. You should complete the form and return it to your local <strong>Spectrum</strong> <strong>Housing</strong> office.<br />
Your exchange partner should request the same from their landlord. We will then contact<br />
your exchange partner’s landlord to provide and receive additional details of your exchange<br />
request. The exchange cannot proceed until both landlords have received the completed<br />
forms.<br />
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Tenants who exchange without contacting their landlord; or before receiving permission; or<br />
before the exchange papers are signed; lose their security of tenure and can be considered<br />
squatters. In this case a Notice to Quit can be served and action taken against the occupiers<br />
as squatters. Possession proceedings could also be started against the tenant for not using<br />
their property as their only or principal home.<br />
What happens when you’ve received my exchange<br />
request<br />
When we receive the completed application forms from both exchange partners you will be<br />
contacted by your Neighbourhood <strong>Housing</strong> Officer to arrange a visit to your home. We are<br />
required to produce a report for the landlord of your exchange partner which includes<br />
information on the condition of your property as you left it and the way your tenancy has<br />
been conducted.<br />
<strong>Spectrum</strong> will also get a similar report from your exchange partner’s landlord. When we have<br />
the report from your exchange partner’s landlord we will assess the Request for Exchange.<br />
<strong>Spectrum</strong> normally agrees to requests for exchange however there are some exceptions to<br />
this, which include but are not limited to.<br />
• If you or your exchange partner are in breach of your tenancy, e.g.<br />
outstanding arrears, notices or legal action outstanding<br />
• If the exchange would lead to overcrowding or under-occupancy of our<br />
property<br />
• If the property is designed specifically for people with special needs and your<br />
exchange partner has no special needs<br />
By law we have 6 weeks to tell you whether your exchange can proceed.<br />
How will I know if I can go through with the exchange<br />
Your Neighbourhood <strong>Housing</strong> Officer will write to you to confirm that consent has been given.<br />
If consent is not given the letter will outline the reasons. You must not move or exchange<br />
until you and your exchange partner have received written consent otherwise you will be<br />
occupying each other’s property illegally.<br />
What do I do next<br />
If you receive permission for the exchange you must agree a provisional date for the<br />
exchange with your exchange partner and both landlords. You will be required to sign<br />
important documents for each landlord before this date and you should arrange an<br />
appointment with your Neighbourhood <strong>Housing</strong> Officer to do this. If you are a joint tenant<br />
both tenants must sign the documents.<br />
Once all of the documents are signed the exchange can go ahead. At this point you should:<br />
• Arrange a time with your exchange partner for the exchange and handover of<br />
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keys<br />
• If you receive <strong>Housing</strong> Benefit you must submit a new claim form to the local<br />
council before the exchange date<br />
• Confirm that your exchange partner has made good any damage (you will be<br />
accepting responsibility for any left over damage after the exchange)<br />
• Confirm that your exchange partner is going to leave the items you agreed in<br />
the property, e.g. carpets, curtains, etc<br />
How long will this take<br />
Provided that you and your exchange partner keep both landlords notified of your progress,<br />
complete and return the forms and documents quickly and have clear rent accounts, the<br />
whole process can take as little as 6 weeks.<br />
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Buying a Home<br />
How can <strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> help me become a<br />
homeowner<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> has a variety of schemes that can help you to become a<br />
homeowner. You may be able to get a discount to buy the home you currently rent from us.<br />
Alternatively, you may be able to buy another property more cheaply than if you were buying<br />
on the open market. This leaflet outlines the various schemes we have.<br />
Buying the home in which you are living<br />
There are three schemes that can enable you to buy the home in which you currently live.<br />
Right to Buy (RTB)<br />
Charitable housing associations are not normally allowed to operate the Right to Buy<br />
scheme. However, a few of our secure tenants have the Right To Buy their home.<br />
To qualify you must have been a tenant with a social landlord for at least two years, in some<br />
cases five. You can get larger discounts if you have been a tenant for longer than that.<br />
If you have the Right to Buy your home, we will have already written to you to let you know.<br />
Right to Acquire (RTA)<br />
• Many of our properties have what is known as the Right to Acquire. This is a<br />
scheme where you can get a discount to buy the home you live in.<br />
• To qualify you must have been a tenant with us or another Social Landlord for<br />
at least 5 years (although some long standing tenants needs only have been a<br />
tenant for 2 years). In addition, we must have been given us the grant to build<br />
your home after April 1997.<br />
Buying a home you do not currently live in<br />
Shared Ownership Scheme<br />
Shared Ownership is a scheme where you buy part of a home and pay <strong>Spectrum</strong> a low rent<br />
on the part you do not own. If your finances improve you can buy more shares from us and in<br />
most cases eventually own the home outright. We build homes specifically for this scheme<br />
so you cannot buy your existing home through Shared Ownership.<br />
This scheme is open to existing tenants and to any other qualifying first time buyer. However,<br />
if you are currently a tenant of a council or housing association you will get a higher priority<br />
than first time buyers who are not.<br />
If we do not have shared ownership in the area you wish to live in, we can sometimes<br />
'nominate' you to other <strong>Housing</strong> Associations who do.<br />
In addition, we can inform you of your local ‘Homebuy Agent’ who will keep a common<br />
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egister for shared ownership in your area. Alternatively you can find this information on the<br />
internet at http:www.homesandcommunities.co.uk<br />
Assisted home ownership is marketed by <strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong> under our Get Move-in<br />
brand. They can be contacted at:<br />
<strong>Spectrum</strong> <strong>Housing</strong> <strong>Group</strong><br />
Home Ownership Team<br />
Freephone: 0800 316 3316<br />
Telephone: 01425 283601<br />
Email: get.move-in@spectrumhousing.co.uk<br />
Website: www.getmove-in.com<br />
Leasehold Schemes for the Elderly<br />
<strong>Spectrum</strong> also has several developments with flats for sale specifically to the elderly. All<br />
have alarm systems connected to 24 hour emergency assistance centres and some have<br />
residential part-time Sheltered <strong>Housing</strong> Officers.<br />
For further information about where we have properties, please telephone the Contact<br />
Centre.<br />
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Handy Hints: Plumbing<br />
This sheet gives basic information about common household equipment. This information<br />
can be used to accurately describe a problem, when reporting a fault to the Helpline, or as an<br />
aid to carrying out minor repairs on the equipment covered.<br />
The following topics are included:<br />
• Heating systems<br />
• Taps and tap washers<br />
• Toilet cisterns<br />
• Blocked drains<br />
Remember: If in any doubt; telephone the Contact Centre<br />
Heating Systems<br />
Venting a radiator<br />
Air can become trapped inside the radiators of a hot water central heating system. When<br />
this happens the radiators may feel hot at the bottom and cold at the top. The cold part is<br />
where the air is trapped. As more air is trapped, the cold area grows.<br />
To remove this air, the vent valve on the radiator is opened using a square ended hollow key<br />
(available from ironmongers or DIY stores).<br />
1. Turn off the heating and pump before venting the radiators.<br />
2. Have a cloth handy to mop up any spilt water, it is under pressure and may spurt out<br />
when the last of the air has escaped.<br />
3. When the valve is opened, the air can be heard escaping with a hiss. Don’t undo the<br />
vent too much, if removed it can be tricky to reinsert and as the air escapes, the radiator<br />
quickly re-fills with water. The water may be very hot.<br />
Note: The water may be quite dirty; this is a residue from the system and doesn’t<br />
indicate a problem.<br />
Pressurised systems<br />
Turn off the system before re-pressurising.<br />
These systems have a pressure gauge on the boiler; ensure that the pressure is set to the<br />
correct level (usually 1 BAR) before bleeding the radiators. There are a variety of ways to repressurise<br />
these boilers.<br />
There may be two stopcocks near the boiler both need to be opened. On the boiler itself<br />
there may be a lever tap or a large screw head, use a coin (2 or 10 pence piece) to turn this<br />
(usually clockwise) like a tap, it may be a quarter turn tap. Screw taps closed when the<br />
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pressure is reached.<br />
If the pressure is low, reset this first and wait a few hours, if the radiators remain cold, then<br />
bleed them as described above, when you have finished re-check the water pressure. It may<br />
be necessary to ‘top up’ the boiler pressure, and will not work if the pressure is low.<br />
Taps and Tap Washers<br />
There are many different types and sizes of taps. They are all similar in operation and the<br />
description and instructions given below should fit most types of taps and stop cocks (except<br />
those which use ceramic discs).<br />
When a tap washer becomes worn, water can leak from the spout even though the tap is<br />
turned off. This wastes water and may incur additional costs if a water meter is fitted.<br />
Standard tap washers sit on a plastic or metal holder called a jumper plate, if this is worn or<br />
sticking it may reduce the water flow when the tap is turned on.<br />
There are 2 common sizes of tap washer, for baths and for sinks and basins.<br />
There are 2 common types of washers:<br />
• Flat with a central hole (to fit on a metal jumper plate)<br />
• A one-piece plastic assembly (flat or domed washer)<br />
Changing a tap washer<br />
1. Turn off the water at the main stopcock or isolator valve (if fitted).<br />
2. Put the plug in the waste hole to stop small items like screws being lost.<br />
3. Remove the tap head, protect the lock shield with a cloth and remove it with a spanner.<br />
Some taps have a pull-offhead, which can be removed by undoing a screw in the middle<br />
of the head, usually under a prise off cover. These taps, like stopcocks and gate<br />
valves do not have protective shields covering the body of the tap. If a tap body cover is<br />
fitted, this will screw off.<br />
4. Loosen the large hexagonal head with a spanner or wrench, then unscrew by hand and<br />
lift the top of the tap away from the body (base). On hot taps the jumper is usually fixed in<br />
the tap body.<br />
5. The jumper plate or washer assembly can now be removed. One-piece washer<br />
assemblies are simply removed and replaced. Where flat washers are used the old<br />
washer must be separated from the jumper plate, there may be a small nut securing the<br />
washer.<br />
6. Fit a new washer with the side showing a makers name, facing downwards. Reassemble<br />
the tap, turn on the water and check that the tap operates properly.<br />
Remember: Using a wrench or spanner may cause the whole tap to turn which could<br />
loosen the tap connector below the bath or sink. Try to keep the body from moving<br />
when working on the tap.<br />
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7. Check that the tap connector is tight when you have finished or the fitting may leak when<br />
the water is turned on.<br />
Toilet Cisterns<br />
There are several different designs of toilet the most common are:<br />
High level:<br />
Low level:<br />
Close-coupled:<br />
The cistern is mounted high on the wall with a long flush pipe.<br />
The cistern is mounted low on the wall, as shown.<br />
Cistern and pan are connected and there is no flush pipe.<br />
Water will flow from the overflow pipe when the water level in the cistern is too high.<br />
This can be stopped temporarily by raising the ball valve arm and supporting it in the closed<br />
position. Adjusting the ball valve arm should then remedy the problem.<br />
Ball valve arms can be altered in a variety of ways including, bending a metal arm,<br />
rotating the ball to a new position or adjusting a position screw on the inlet valve.<br />
If adjusting the assembly does not resolve the problem the washer may need replacing.<br />
Remember: Shut off the water (using an isolator valve where fitted) before attempting to<br />
change the washer.<br />
Other common faults<br />
Leaking Soil Pipe<br />
May be due to cracked cement or loose connector. Water seen below the cistern may be<br />
caused by condensation.<br />
Leaking Flush Pipe<br />
May be due to loose connector, pipes can often be pushed back into the pan.<br />
Not Flushing<br />
If the handle feels loose and does not operate the flush, the plunger hook or lever arm may<br />
have become disconnected.<br />
Blocked Soil Pipe<br />
The pan fills with water and is slow to drain. See ‘Blocked Drains’.<br />
Blocked Drains<br />
<strong>Resident</strong>s are responsible for clearing blockages to sanitary ware and drains.<br />
Baths, basins, showers, sinks, washing machine outlets and waste pipes may become slow<br />
to drain or blocked completely by the build up of household substances such as soap, hair,<br />
food and lime scale.<br />
Most household debris can be cleared by the use of a plunger, flexible wire or purpose<br />
made substances available from hardware stores and supermarkets.<br />
Caustic Soda should be used with great caution as used wrongly it can cause damage to<br />
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plastic pipes.<br />
Caution should be exercised when using any of the chemical drain cleaners as most of them<br />
are caustic and will burn.<br />
Always follow the instructions on the container.<br />
Blockages to toilet pans, soil pipes and main drains are often caused by large foreign objects<br />
such as nappies and children’s toys.<br />
Drain clearing can be a dirty and expensive job and blockages caused by such items are the<br />
resident’s responsibility.<br />
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Handy Hints: Electrical<br />
This sheet gives basic information about common household equipment.<br />
This information can be used to accurately describe a problem, when reporting a fault to the<br />
Helpline, or as an aid to carrying out minor repairs on the equipment covered.<br />
The following topics are included:<br />
• Consumer units and rewireable fuses<br />
• Fault finding on electrical circuits<br />
• Fluorescent tubes and starters<br />
• Smoke alarms<br />
• Wiring a plug<br />
• Fuse ratings<br />
Electricity can kill, if you are in any doubt switch off the supply to the item in question and call<br />
the Contact Centre.<br />
Consumer Units and Resetting Fuses<br />
The customer side of the electrical supply (i.e. after the electricity meter) in our properties is<br />
provided via a consumer unit. This is usually fitted with rewireable fuses or MCB’s (miniature<br />
circuit breakers).<br />
Fuses and MCB’s are colour coded to show the current rating for the circuit (or ring) they are<br />
protecting. The table below gives some typical values:<br />
Circuit Fuse Rating Colour<br />
Lighting 5 amps white<br />
Immersion heater 15 amps blue<br />
Power shower 45 amps green<br />
Cooker 30 amps red<br />
Power sockets 30 amps red<br />
Major equipment such as a central heating boiler or waste disposal unit may be fused<br />
separately.<br />
There may be more than one circuit and MCB for lighting and general power; typically there<br />
will be a ground floor and upstairs circuit for each.<br />
Power sockets intended for large appliances such as washing machines and fridge/freezers<br />
often have an intermediate switch allowing the supply to be turned on and off without moving<br />
the appliance. These switches usually have an extra fuse, which can be changed by<br />
opening the small drawer in the front plate of the switch.<br />
If a fuse blows or an MCB trips, shutting down an electrical circuit, It indicates that something<br />
has overloaded or fused the circuit.<br />
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MCBs<br />
MCB's are very sensitive and will trip automatically when a circuit is overloaded. A blown light<br />
bulb can cause the MCB to trip, this is NOT a fault, and the high sensitivity is a safety feature<br />
for your protection. MCB’s can be reset by putting the switch back to the ON position.<br />
On lighting circuits, switching the MCB to ON will restore all lights except for the blown bulb,<br />
which can be replaced.<br />
On individual circuits such as an immersion heater, cooker or shower supply the MCB may<br />
not reset, as the appliance could be faulty. Leave the MCB OFF and contact the Helpline.<br />
On power circuits it is likely that one appliance is causing the problem. The most likely<br />
candidates to cause MCB’s to trip are those using and switching large currents, such as,<br />
electric cooker, toaster, kettle, iron, fridge, freezer, tumble drier and washing machine.<br />
• If the MCB cannot be switched on immediately after tripping, a faulty<br />
appliance may be the cause. A faulty appliance can be identified by localising<br />
the fault. This can be done as follows:<br />
a. Switch OFF, at the socket, or unplug ALL appliances on the circuit or ring.<br />
b. Switch ON the MCB, it should now stay ON.<br />
c. Switch ON/plug in each appliance; check the MCB after each one is turned<br />
ON.<br />
d. If the MCB trips then the last appliance switched ON should be the faulty one.<br />
e. Switch the suspect appliance OFF, reset the MCB and continue switching ON.<br />
f. If the MCB remains ON, when all other appliances are restored to the circuit,<br />
the item identified is likely to be the cause.<br />
g. Further checking can be done by plugging the appliance into a different socket<br />
or even a different circuit and seeing if the MCB trips.<br />
• If the MCB can be switched ON immediately after tripping, it is possible that<br />
the fuse in the plug has blown. In this case the appliance will not work and the<br />
fuse must be checked.<br />
• If the MCB will not stay switched ON with all appliances switched OFF or<br />
unplugged, the MCB or the circuit may be faulty. Report the problem to the<br />
Helpline.<br />
Appliances identified as faulty need to be checked by a qualified electrician or engineer.<br />
Repair charges for appliances are the responsibility of the resident.<br />
Fuses<br />
The above fault-finding guide refers to MCB’s, but the same method can be used with fuses.<br />
Fuses must be repaired using fuse wire.<br />
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Fluorescent Tubes and Starters<br />
Fluorescent tubes have a working life of five to seven thousand hours or three to five years of<br />
normal use. Tubes nearing the end of their life tend to blacken for about two inches at each<br />
end. The tube may need replacing if the following symptoms are seen:<br />
• Tube doesn’t light<br />
• Tube flickers but doesn’t light<br />
• Tube lights and then goes out<br />
• Tube glows red at the ends only<br />
• Tube lights up but at half brightness<br />
Modern fluorescent tubes have two pins at each end; there are a variety of methods for<br />
removing the tubes. Most involve either twisting the tube to line up with a gap, or easing the<br />
tube away from a sprung holder.<br />
The tube housing holds a starter for the tube. This is a tubular piece of plastic approximately<br />
four centimetres long. The head of the starter sticks out and is knurled to provide a grip for<br />
removal. The starter may be faulty and need replacing if the following symptoms are seen:<br />
• Tube flickers but doesn’t light<br />
• Tube lights and then goes out<br />
• Tube glows white at the ends only<br />
To remove the starter twist it anticlockwise approximately a three turn and draw it out of the<br />
holder. Fit a new one by pushing in (gently) and twisting clockwise.<br />
Smoke Detectors<br />
Most smoke detectors fitted by us are operated by mains electricity with a back up battery.<br />
The battery may be permanently wired in and recharged from the mains, or may be a<br />
standard replacement battery. The smoke detector will bleep when the battery needs<br />
replacing. Replacement batteries are the responsibility of the resident.<br />
Smoke Detectors are fitted with a ‘TEST’ button, which can be used every month, or so to<br />
ensure correct operation. The sounder will emit a loud wailing tone. After a few seconds this<br />
may increase to full volume. The sound will stop when the button is released.<br />
If the alarm sounds for no obvious reason the detector may need cleaning. This can be done<br />
by opening the cover and using the hose from the vacuum cleaner. Remove any build up of<br />
dust or airborne fibres (fluff). Alternatively a hair drier, set on cold, can be used to blow any<br />
build up away.<br />
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Fitting a Plug<br />
Most modern electrical equipment comes with a moulded 13 amp, 3 pin plug fitted as<br />
standard. Where this is not the case or where a new plug is required the following method<br />
can be used.<br />
• Strip 50 mm off the end of the flex outer cover.<br />
• Cut the individual wires about 13 mm beyond each terminal.<br />
• Secure the flex in the cable clamp<br />
• Fit each wire into the appropriate hole or wrap the wire around the appropriate<br />
post and tighten the screws.<br />
Note: The Earth wire is green/yellow, fixed to the top pin.<br />
The Neutral wire is blue, fitted to the terminal to the left.<br />
The Live wire is brown, fitted to the terminal with the fuse.<br />
On old appliances the colours of the wires may be different, as follows:<br />
The Earth wire is green<br />
The Neutral wire is black<br />
The Live wire is red<br />
• Check that there are no stray strands of wire.<br />
• Twisting the ends of each wire locks the strands together and makes it easier<br />
to connect them to the terminals. The fuse may need to be removed in order<br />
to make the connection.<br />
• Check that the correct rating of fuse is being used and reassemble the plug.<br />
As a guide:<br />
Use a 3 amp fuse for appliances under 720 watts, e.g. radios, lamps, electric blankets, audio<br />
and hi-fi. Television manufacturers usually recommend 3 or 5 amp fuses.<br />
Use a 13 amp fuse for appliances rated above 720 watts, e.g. irons, kettles, toasters,<br />
freezers, vacuum cleaners & washing machines.<br />
Always follow the manufacturer’s instructions<br />
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Handy Hints: Pests<br />
This sheet gives basic information about common household pests and some tips on how to<br />
deal with them.<br />
The following topics are included:<br />
• Responsibilities<br />
• Dealing with pests<br />
Wasps and Bees<br />
Crawling Insects<br />
Rats and Mice<br />
Birds<br />
• Pets<br />
• Protected Species<br />
Responsibilities<br />
The Associations will only deal with pests (e.g. wasps, fleas, mice) if found in<br />
communal areas.<br />
If you have a problem with pests within the boundaries of your own home, including<br />
loft spaces, it is up to you to get them removed at your own expense.<br />
Many Local Authorities provide free or reduced rate services to people on benefits.<br />
<strong>Resident</strong>s should ring the Environmental Health Department in their local council area for<br />
details.<br />
Dealing with pests<br />
Wasps and Bees<br />
Wasps can be trapped and disposed of using a sweet water jar trap placed near where the<br />
wasps are seen.<br />
• Use a jam jar with a screw lid, leave some jam, honey etc. in the jar or put<br />
some sugar in it, half fill it with warm water to dissolve the jam or sugar.<br />
• Fit the lid and punch some holes in it, the holes should be no bigger than the<br />
width of a pencil. Hang the jar near the nest. The wasps will be attracted to<br />
the sweet water. They will crawl in and drown.<br />
• Empty out the dead wasps every few days and refill the jar.<br />
Wasp Nests are used for one breeding cycle and wasps never return to a nest once the<br />
queen has flown away.<br />
Bees are protected and should not be disturbed, local beekeepers may come and collect<br />
them, and numbers are available from Yellow Pages. There may be a charge.<br />
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Bee mites have decimated bee numbers recently and some beekeepers may be reluctant to<br />
attend because of the risk of infection to their hives.<br />
Mortar bees attack the concrete join between bricks and can damage the property. WCHA<br />
will pay for their removal. Please Note: They are rare and hard to identify. There may be a<br />
recharge where a contractor attends to a wrongly identified pest.<br />
Crawling insets<br />
Most insects are attracted to an easily available food supply.<br />
Good housekeeping of foodstuff’s, particularly of cereals and sugars and good general<br />
hygiene in kitchen and food preparation areas will prevent most insect infestation.<br />
It’s easier to keep them out than it is to remove them later.<br />
Ants leave trails when searching for food, when a food source is located they appear enmass.<br />
To eradicate them in the home follow these steps:<br />
• Remove the food supply, clean up any spillages, and use airtight containers<br />
where appropriate keep stored foodstuff off of the floor.<br />
• Remove the trail, note the route the ants are taking and clean along it.<br />
• Prevent them coming back; put a chemical barrier across the access point.<br />
White wine (or cider) vinegar is an effective and cheaper alternative to the proprietary<br />
products such as Nippon, which can be used to keep the ants out.<br />
It can be put into a dish and left at the site of an infestation, wiped around door or window<br />
threshold (remember that ants can climb) and poured around nest openings.<br />
Fleas can be found wherever there is grass and animals to feed from.<br />
Fleas live in the grass and jump on to any warm-blooded animal that passes by, including<br />
humans. They are parasites and feed on the blood of their hosts. When they have fed they<br />
drop off again. If they are inside the house they will find a warm safe place to lay their eggs,<br />
this is often in the edges of carpets near radiators. The eggs hatch and the new fleas wait<br />
for the next warm-blooded meal to come along.<br />
To remove them successfully the laying cycle must be broken. Flea eggs can lay dormant<br />
for up to 2 years, reviving when a food supply becomes available again. A full treatment<br />
program must be followed.<br />
There are a number of proprietary remedies such as Acclaim for treating the property and<br />
Frontline for cats and dogs (only). These are available from local vets.<br />
Fleas, like head lice, live happily on people too. Personal hygiene can be an important factor<br />
in eradicating these parasites but it must be stressed that they actually prefer clean hosts.<br />
Treatment of the premises, pets and people may be necessary to remove them completely.<br />
Cat and dog owners should vacuum carpets on a regular basis.<br />
Creepy Crawlies of all types can find their way into properties or can be carried in by pets or<br />
people. The advice regarding foodstuff and hygiene applies in all cases.<br />
There are many purpose made sprays, powders and potions available from supermarkets<br />
and hardware stores. Stronger forms are normally available from vets.<br />
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Take care when using these substances around children, pets and foodstuffs.<br />
For all chemical treatments, always follow the manufacturers’ instructions. Keep out of reach<br />
of children, in a lockable cupboard if possible.<br />
Rats and mice<br />
Rodents can squeeze through very small gaps and once inside a property will build a nest<br />
and start foraging for food. They will chew their way into boxes and packets of food. They<br />
are indiscriminate in what they eat, and can strip plastic sheathing from cables and insulation<br />
from water pipes.<br />
They tend to establish familiar routes between their nest and any available food supplies.<br />
These routes can be identified by their droppings, which line the path.<br />
Vermin of all kinds carry a variety of diseases and infection can easily be passed on through<br />
their droppings. Thorough cleaning and disinfecting will be necessary once the problem has<br />
been dealt with.<br />
<strong>Resident</strong>s in individual properties must treat rats, mice and other vermin themselves or pay<br />
for a contractor to treat them.<br />
Local Authority Environmental Health departments have information on local contractors.<br />
In some cases, under certain conditions, they may assist with the removal of pests.<br />
Traps both lethal and humane, they are available from DIY and hardware stores.<br />
Licensed contractors operating under controlled conditions are the only people<br />
authorised to use poison.<br />
Birds<br />
Birds will nest in warm, safe spaces, which include accessible loft spaces.<br />
Nesting birds and birds with chicks are protected and cannot be removed until the chicks<br />
have flown. Western Challenge will remove empty nests and prevent further access into loft<br />
spaces.<br />
In most other circumstances birds are not considered pests and will not be dealt with by the<br />
Associations.<br />
Pets<br />
Pets including domestic animals, exotic animals and farm animals can only be kept in your<br />
home with written permission from your Neighbourhood <strong>Housing</strong> Officer.<br />
Fish in an aquarium or small caged birds are usually acceptable in flats; cats and small (lap)<br />
dogs may be accepted in flats and are usually accepted in houses.<br />
Pet owners must be aware that they are responsible for their pets; noises caused by animals<br />
such as dogs barking, can be cited as neighbour nuisance and may breach tenancy<br />
regulations.<br />
Dogs must not be allowed to run free where they can cause distress or concern to others.<br />
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Owners are responsible for clearing up after them. Local by-laws apply to all adopted roads<br />
and footpaths.<br />
Protected Species<br />
Bees and nesting birds have already been mentioned other protected species include the<br />
following:<br />
Bats<br />
All species are fully protected. They must not be trapped, removed or harmed in any way.<br />
Substantial fines may be imposed against people or companies failing to comply with the<br />
law.<br />
Red Squirrels<br />
They are being re-introduced in areas of England. They are established on Brownsea Island<br />
and can now be found in other parts of the South West. They are protected in law and must<br />
be left alone.<br />
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Handy Hints: Condensation<br />
Our properties are built to exacting standards and include very high levels of insulation. We<br />
also have an active programme of insulation improvements to our older homes. This helps<br />
to reduce heating bills and minimise the impact on the environment. It also helps to reduce<br />
the possibility of condensation but by itself it will not prevent it. The way you live in you home<br />
will make a major contribution to the likelihood of condensation occurring.<br />
What is condensation<br />
Condensation can look like rising damp. Because warm air rise, a wall is cooler at low level,<br />
which is where the water may condense: a not uncommon but expensive mistake. Walls<br />
ceilings and sometimes floors become damp and sometimes discoloured and unpleasant as<br />
a result of mould growing on the surfaces.<br />
Why does condensation occur<br />
Condensation occurs when warm moist air meets a cold surface. The risk of condensation<br />
depends upon how moist the air is and how cold the surfaces of the rooms are. Both of<br />
these depend upon how the property is used.<br />
Condensation occurs usually in winter because the building structure is cold and because<br />
windows are opened less and moist air cannot escape.<br />
Where does condensation occur<br />
Condensation that you can see occurs often for short periods in bathrooms and kitchens<br />
because of the steamy atmosphere and quite frequently for long periods in unheated<br />
bedrooms. It sometimes occurs in cupboards and corners of rooms where ventilation and<br />
movement of air are restricted. Besides condensation on visible surfaces, damage can occur<br />
to materials which are out of sight, for example condensation in loft spaces.<br />
How can I prevent condensation in my home<br />
Prevent moist air spreading through your home<br />
When cooking, bathing or washing/drying clothes, prevent the moisture from spreading<br />
throughout your home by keeping the doors closed.<br />
Ensure good ventilation<br />
When cooking or bathing, good ventilation of kitchens and bathrooms is essential. If there is<br />
an extractor fan make sure it is turned on especially if the windows are showing any sign of<br />
misting. If there is no fan open a window slightly. Leave the fan on or the window open until<br />
the misting has cleared or the room is dry.<br />
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If washing is put to dry open a window in the room or turn on the extractor fan enough to<br />
ventilate the room.<br />
Do not use unventilated cupboards for drying clothes.<br />
In other rooms provide some ventilation. In modern houses and flats sufficient ventilation will<br />
not happen unless a window or ventilator is open for a reasonable time each day and for<br />
nearly all of the time a room is in use. Too much ventilation in cold weather is uncomfortable<br />
and wastes heat. All that is needed is a slightly open ventilator or window – a 10mm / ½” gap<br />
should be sufficient. Where there is a choice, open the upper part of the window.<br />
Provide reasonable heating<br />
To prevent condensation the heat has to keep the room surfaces reasonably warm. It takes<br />
a long time for a cold building structure to warm up so it is better to have a small amount of<br />
heat for a long period than a lot of heat for a short period. If you have central heating adjust<br />
the thermostats and timing clocks to give you comfortable warmth throughout the day and<br />
night.<br />
Try to make sure that all rooms are at least partially heated. Condensation most often<br />
occurs in unheated bedrooms.<br />
Chose the right sort of heating<br />
Avoid the use of portable paraffin heaters or flueless gas heaters as far as possible. Each<br />
litre of paraffin produces the equivalent of about 1 litre of water in water vapour. If these<br />
types of heater must be used the rooms should be well ventilated.<br />
If condensation occurs in a room that has gas, oil or solid fuel heater appliances with a flue<br />
than the appliance should be checked for correct operation as the condensation may have<br />
occurred because the appliance flue has become blocked.<br />
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Handy Hints: Caring for your kitchen<br />
Responsibilities<br />
Melamine and Foil wrapped<br />
These should be wiped clean with a cloth dampened with water containing a mild detergent.<br />
Avoid over wetting.<br />
Do not use any abrasive cleaning agents, acids, bleaches, petrol or solvents. Similarly do<br />
not use scouring pads, wire wool or similar cleaning aids.<br />
Wood and Veneer<br />
Wood and veneer of the highest quality have been used in the manufacture of these doors<br />
and drawer fronts. The lacquered finish gives a tough hard wearing surface but,<br />
nevertheless, any spillages should be wiped away immediately, following which a wipe over<br />
with a damp cloth will restore the former finish. When thoroughly dry, a soft cloth and a final<br />
polish with a good household furniture polish will preserve and enhance the natural beauty of<br />
the wood.<br />
Slight scratches and abrasions should be treated with a suitable proprietary wood-repair<br />
product.<br />
Drawer Boxes<br />
• To remove Standard, Beech and Metabox drawer boxes: Pull out the drawer<br />
until it resists. Tip front upwards to disengage the box from the runners.<br />
• To remove drawer boxes with concealed runners: Pull out the drawer and<br />
apply pressure to the buttons to the outer face of the drawer sides. By<br />
maintaining pressure continue to pull drawer assembly forward to release from<br />
runners.<br />
• To clean drawer boxes: Remove drawers from units and brush to remove<br />
loose dirt, etc. Wipe clean with silicone furniture polish or cloth dampened<br />
with mild detergent. Avoid harsh, abrasive cleaning materials, solvents and<br />
particularly avoid saturating the drawer bottom with water.<br />
Hinges and Drawer Runners<br />
These should be inspected periodically and any dirt, fluff or grime removed by means of a<br />
vacuum cleaner nozzle and flexible hose or soft, dry brush or duster. Lubrication should not<br />
normally be necessary. However, household spray polish can be used as a lubricant if<br />
required.<br />
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Interiors of Units<br />
Brush out any loose dust etc. and clean interior surfaces by means of a silicone furniture<br />
polish or cloth dampened with water containing a mild detergent. Polish surfaces with a soft<br />
dry duster. As with drawer boxes, avoid any harsh or abrasive cleaning materials and<br />
excessive water or any other liquid.<br />
Painted Rails<br />
These may be wiped clean with a cloth dampened with water containing a mild detergent.<br />
Do not use an abrasive cleaner, petroleum based cleaners or solvent based products.<br />
Worktops<br />
Most everyday stains may be removed by wiping with a cloth dampened with water and a<br />
mild detergent. Persistent stains can be removed with a mild abrasive cleaner, but harsh<br />
scouring powders should be avoided.<br />
Stains on textured worktops are best removed using a household spray type cleaner and a<br />
nylon bristled hand brush moved in a circular fashion. Afterwards wipe clean with a damp<br />
cloth.<br />
Certain chemicals and strong dyes can cause damage and discolouration. Spillage of such<br />
things as beetroot juice, concentrated fruit juice, dye, shoe polish, chemicals, etc. should be<br />
mopped or wiped off and thorough cleaning commenced immediately.<br />
Stainless Steel Sinks<br />
Your sink should be washed with warm soapy water, wiped dry and then buffed with a soft<br />
cloth to restore the polished surface.<br />
Undiluted disinfectant and bleaches spilled on your sink will leave a permanent stain if not<br />
removed immediately. Wash off immediately and clean area with plenty of water containing<br />
a mild detergent. Do not use any harsh abrasives or scouring powder.<br />
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Other useful information<br />
Living in your neighbourhood<br />
All of the following points are intended to assist you with your home and to ensure you and<br />
your neighbours live harmoniously. Remember, your home is not to be used for business<br />
purposes, or for any illegal purpose, and we expect all our tenants to have consideration for<br />
their neighbours.<br />
Noise<br />
We ask all residents to show consideration for their neighbours and to avoid making<br />
excessive noise by playing music, radios, TV’s too loudly. Everyone has a different view of<br />
what is an acceptable level of noise, but it is important to take account of your neighbours’<br />
feelings.<br />
Pets<br />
If you want to keep a pet you must obtain permission. There is a section about pet ownership<br />
in this handbook.<br />
Communal areas<br />
If you live in a block of flats or you share areas with other residents, e.g. hallways, staircases,<br />
sitting out areas, please remember to keep them clean and tidy at all times. In certain<br />
circumstances your association will clean some of these areas, but your assistance and cooperation<br />
will keep your service costs down.<br />
Rubbish<br />
It is important that residents use the proper facilities for depositing their refuse, and the<br />
Associations generally provide dustbins or paladin bins for such purposes, if not the Local<br />
Authority.<br />
Remember:<br />
• If rubbish is not placed in the containers provided, not only will the area<br />
around your home look untidy but it will quickly become a health hazard for<br />
you and your neighbours.<br />
• If you have large or bulky items to dispose of, take them to your local tip.<br />
Some councils provide a free or reasonably priced special collection service.<br />
Just telephone your council direct to ask. If you have any problems disposing<br />
of large items, contact your Neighbourhood <strong>Housing</strong> Officer.<br />
Living in your home<br />
Insurance<br />
The Associations’ insurance policies only cover the structure of your home, so it is important<br />
for you to arrange adequate insurance to cover your own belongings and contents. Your<br />
own insurance should provide cover for your belongings in the event of fire, flood, burglary,<br />
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accidental damage, theft etc, even if damage is caused by the failure of one of the<br />
Association’s fixtures or appliances.<br />
The Contact Centre Advisors will be happy to give you further advice on the contents<br />
insurance products that we may be able to offer.<br />
Condensation<br />
The difference between condensation and damp is usually quite easy to see. Damp patches<br />
will look wet and generally have a watermark around the edges. White salts are also likely to<br />
appear at the edge marking the extent of the damp.<br />
Condensation on the other hand becomes apparent when black mould begins to grow on the<br />
surface of walls. This is the most usual cause of what people call "damp" in their home. It<br />
occurs when moist air meets a cold surface. The most common place being on glass and<br />
around windows where a cold bridge is formed across the cavity by the lintel. It also occurs<br />
behind furniture and in cupboards where there is no air movement.<br />
Some suggestions to limit condensation:<br />
• Try to reduce the amount of water in the air by drying clothes outside if<br />
possible. If it has to be done indoors, please keep a window open<br />
• When cooking, as far as possible keep lids on saucepans and turn the heat<br />
down when they are boiling<br />
• Run the cold water before the hot water when having a bath<br />
• After having a bath keep the bathroom door closed and the window open so<br />
that the steam can escape directly without getting into other rooms<br />
• Try to make sure there is sufficient heat in your room so that there are no cold<br />
spots.<br />
• Try to make sure that there is some ventilation in your room. Ventilation is the<br />
single most important thing needed to reduce the build up of moisture in your<br />
home. This will reduce condensation and give a healthier atmosphere in<br />
which to live. This is especially helpful for anyone who suffers from asthma<br />
• Paraffin and liquid gas stoves should not be used as they give off a lot of<br />
water while they burn and can contribute seriously to condensation problems.<br />
They are also a fire hazard<br />
Further information is available from our Contact Centre.<br />
Heating and fuel costs<br />
Sometimes condensation results when heating is not fully used because there is difficulty in<br />
meeting fuel costs. There are ways to spread payments so that you do not have to face a<br />
large bill every three months. These include:<br />
• Saving stamps - the local gas and electricity companies sell saving stamps at<br />
their showrooms. You can use the stamps to pay your bill.<br />
• Budget accounts - the local gas and electricity companies should have a<br />
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udget scheme. They work out your average yearly bill and divide it into<br />
twelve equal amounts. You pay this sum into a bank, post office, or at the<br />
showroom every month.<br />
• Paying weekly - the electricity company will give you a book of payment<br />
forms. You can pay in advance as much as you like at the showroom or<br />
through a bank. The amount you pay will be put towards your next bill and<br />
you will only have to pay the difference.<br />
• Paying for gas central heating fortnightly - If you have gas central heating<br />
you may be able to pay using fortnightly payment vouchers. The gas<br />
company works out your bill for the year and sends you a voucher each<br />
fortnight to pay at a bank, post office or gas showroom. Every three months<br />
you will get a statement so that you can see if you are paying too much or too<br />
little, and adjust the amounts.<br />
If you receive a gas or electricity bill that you cannot afford to pay you are strongly advised to<br />
contact the gas or electricity company immediately. If you arrange to pay off the amount in<br />
regular instalments your supply will not be cut off. For further advice please telephone the<br />
Citizens Advice Bureau.<br />
Frost precautions/burst pipes<br />
Pipes will burst if they are allowed to freeze up in wintry conditions. During cold weather you<br />
should take the following precautions:<br />
• Ensure that pipes are sufficiently lagged<br />
• Make sure that the temperature inside the house is not allowed to fall below<br />
freezing<br />
• Ensure that no taps are left running; that there are no leaks of overflows; and<br />
keep the plugs in the bath, sink and wash-hand basin<br />
• If your pipes freeze please report this to the Contact Centre who can advise<br />
you what to do<br />
Home safety<br />
Fire precautions<br />
There are many precautions you can take to prevent a fire.<br />
1. Electrical - Do no overload sockets. Ensure plugs are correctly wired and check all<br />
flexes from time to time.<br />
2. Fires - Make sure all fires are guarded. Almost half the fires in the home are caused<br />
by direct contact with an unguarded fire.<br />
3. Materials - Flame resistant materials give added protection. Loose fitting clothing<br />
can be hazardous when trailing near fires.<br />
4. Children - Never allow children near unguarded fires and ensure that they do not<br />
play with matches or lighters.<br />
5. Cigarettes - Ensure that all cigarettes are properly extinguished, particularly when<br />
retiring to bed.<br />
6. Doors - Close all doors at night and never wedge open fire doors.<br />
7. Cooking - Fat which is left unattended on a cooker can spontaneously ignite. Such<br />
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fires can burn furiously and quickly cause a lot of smoke. Never try to move the<br />
cooking pan: take a damp cloth which has been well wrung out and carefully place it<br />
over the top of the burning pan. This will smother the flames.<br />
8. In case of fire<br />
a) Make sure everyone has left the house.<br />
b) Close doors and windows - if you can - to prevent the spread of fire.<br />
c) Call the Fire Service at once (telephone 999)<br />
9. Following fire damage - Please notify the Contact Centre as soon as possible so<br />
that we can arrange for any necessary repairs and notify our insurers.<br />
10. Decorations and your own belongings - These are your own responsibility, and<br />
you are strongly advised to arrange a household insurance policy.<br />
Smoke Detectors<br />
Smoke detectors are installed in all of our properties.<br />
Please ensure that your smoke detector is working at all times - it could save your life.<br />
All smoke detectors have a test button which, when pressed, should make the alarm sound<br />
for a second or two. Please test the alarm regularly. If it does not sound when pressed<br />
please follow these guidelines:<br />
• Unclip the plastic cover. If there is a battery inside you should replace it with a<br />
new one, and re-test the alarm. If it still does not work please ring the Contact<br />
Centre and we will arrange to have the detector replaced.<br />
• If there is no battery inside the detector it is probably a newer type which runs<br />
directly from the mains electricity. Normally these detectors make a regular<br />
beep to warn that the battery is running low, or that mains power has been<br />
lost. In this case please ring the Contact Centre and we will arrange to repair<br />
or replace it.<br />
The detector should be cleaned once a year to remove dust which builds up and makes it<br />
over-sensitive, (this is best done with a vacuum cleaner).<br />
CO Detector<br />
Some homes, (usually older properties), are fitted with a carbon monoxide detector. This is a<br />
square white box with a red light which flashes approximately once every minute. It will be<br />
sited on the wall in the same room as a gas appliance, usually a boiler or gas fire, or an open<br />
fire.<br />
The detector is checked each year at the same time as your boiler is serviced, but<br />
please check it yourself regularly by pressing the test button. If the alarm does not<br />
sound please ring the Contact Centre and we will replace it.<br />
You can’t see or smell carbon monoxide, but it can kill. If you hear the alarm please<br />
take the following action immediately:<br />
• Open all doors and windows to ventilate the area and allow the carbon<br />
monoxide to disperse.<br />
• Where possible turn off all gas or fuelled appliances and stop using them.<br />
• Evacuate the property leaving the doors and windows open.<br />
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Gas safety<br />
• Ring your gas supplier or the call centre on 0800 7837837 and explain the<br />
problem. Keep the telephone number in a prominent place.<br />
• Do not re-enter the property until the alarm has stopped.<br />
Make sure you know how to turn off the gas in an emergency. If you smell gas, put out<br />
cigarettes and do not use a match or naked flame. Do not switch on any lights or use any<br />
other electrical appliances. Open doors and windows and check to see if there is a gas tap<br />
left on or a pilot light blown out. If you think there is a leak, turn off the gas at the metre and<br />
call the Gas Company straight away. The emergency telephone number for TRANSCO is<br />
0800 111999.<br />
Electrical safety<br />
• Never take an electrical appliance into the bathroom.<br />
• Do not trail wires under a carpet as these will eventually wear and could cause<br />
a fire.<br />
• Do not plug electrical appliances into light sockets.<br />
• Do no overload sockets.<br />
• Ensure that your hands are dry when touching switches or live appliances.<br />
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Getting the best deal for your gas and<br />
electricity<br />
As energy prices go up, it is important that you make sure you are getting the best deal.<br />
Comparing the cost of suppliers<br />
Consumer Focus is the champion for consumers’ interests in England, Scotland and Wales.<br />
They produce regular factsheets comparing the price of gas and electricity from different<br />
suppliers.<br />
You can view these factsheets at www.consumerfocus.org.uk (then choose the ‘region where<br />
you live).;<br />
You can get copies of these factsheets or more advice about changing your supplier from<br />
Consumer Direct by calling 08454 040506.<br />
Meter readings<br />
Whichever energy provider you are with, it is better that your bills are based on meter<br />
readings, not estimates.<br />
Contact your provider to find out how to read your meter and the different ways you can send<br />
them your meter readings.<br />
Changing the way you pay<br />
It is more expensive to pay for your energy with a prepayment meter than to pay by standard<br />
credit or direct debit.<br />
If you have a prepayment meter, contact your energy provider to see if they can transfer you<br />
from a prepayment meter to a regular meter. You should only do this if you feel you can<br />
manage your bills and pay on time.<br />
Monthly direct debit is often a cheaper way to pay and can help you balance your payments<br />
throughout the year. Try and arrange with your supplier that the direct debit does not draw<br />
money out of your account at an inconvenient time.<br />
Online tariffs are usually the cheapest. If you have access to the internet; check with your<br />
supplier to see if they can provide this. Generally this will mean accessing your account<br />
online and receiving your statements by e-mail.<br />
Switching energy suppliers<br />
Changing your energy supplier can be one of the easiest ways to save money on your bills.<br />
There are many different deals available. Speak to your current supplier to see if they can<br />
provide you with a better deal.<br />
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Use one of the internet price comparison websites accredited by the Consumer Focus<br />
Confidence Code.<br />
These websites:<br />
<br />
<br />
<br />
<br />
compare different energy suppliers’ prices<br />
show how much you could save<br />
help you find a better deal<br />
have a free and easy-to-use switching service.<br />
Internet price comparison websites with Consumer Focus<br />
Confidence Code accreditation:<br />
www.confused.com<br />
www.energyhelpline.com (0800 074 0745)<br />
www.fuelswitch.com<br />
www.energylinx.co.uk (0800 849 7077)<br />
www.moneysupermarket.com (0845 345 1296)<br />
www.simplyswitch.com (0800 111 395)<br />
www.theenergyshop.com (0845 330 7247)<br />
www.ukpower.co.uk (0845 009 1780)<br />
www.unravelit.com (0800 404 7908)<br />
www.uswitch.com (0800 404 7908)<br />
www.whichswitch.co.uk (01992 822 867)<br />
www.beatthatquote.com (0845 652 1546)<br />
There will be no interruption to your electricity or gas supply while<br />
you are changing suppliers.<br />
The following steps will happen to complete the process:<br />
• Your new energy supplier will ask for a meter reading to make sure you are<br />
billed at the right time for the right amount.<br />
• Your new energy supplier will pass this reading on to your old supplier so that<br />
they can bill you for any outstanding money you owe. If you do not pay this<br />
amount, the old supplier can stop you from leaving until it is paid.<br />
• Your new energy supplier will let you know the date when your contract with<br />
them will begin.<br />
• Both the new and old energy suppliers will give you telephone numbers to call<br />
if you have any problems.<br />
• The switching process should be completed in six to eight weeks.<br />
‘Door steppers’ and sales calls<br />
Sometimes sales people may call at your door, telephone you or stop you in the street with<br />
offers from different suppliers.<br />
You should only switch suppliers when you are sure that you are getting the best deal. You<br />
should not feel pressured into changing in any way.<br />
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If you are visited in your home, contacted by telephone, or stopped in public by an energy<br />
salesperson, remember:<br />
• to ask which company the salesperson represents.<br />
• not to sign anything, unless you have decided to switch supplier, even if you<br />
are told that the document you are being asked to sign is not a contract.<br />
• to request a written comparison between the amount you are currently paying<br />
and the price the new supplier is offering, before you consider signing a<br />
contract.<br />
• to make sure that any quotation provided is based upon your actual annual<br />
consumption rather than on an average household’s consumption, so that you<br />
can see exactly how much you will save on your fuel bills.<br />
• to ensure you compare like-for-like (ie If you currently pay monthly by direct<br />
debit ensure the quote you are given is for monthly direct debit).<br />
• to be very clear about what you are requesting if you ask for further<br />
information about changing supplier to be sent out to you. Emphasise that you<br />
are not agreeing to enter into a contract, if you do not wish to do so.<br />
You do not need to sign anything in order to receive further information.<br />
Remember that the only time you should sign anything is when you agree to switch supplier.<br />
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