In touch summer 2015

ISSUE No14

SUMMER 2015

InTouch News and advice for Midland Heart Leaseholders

PLUS Visit our wonderful NEW website Tips on fire prevention Summertime is boiler time Fixing our repairs contracts Vital facts on Right to Buy

A job well done How to avoid rogue traders and find a true professional

InTouch News and advice for Midland Heart Leaseholders

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@ MidlandHeart

Midland-Heart

This issue of InTouch is about keeping you

Welcome

safe and your property sound. It includes a lifesaving guide to preventing fires and some great tips on selecting the right tradesperson, plus lots more to keep you up to speed.

MEET THE SHARED OWNERSHIP TEAM Amelia Watts Assistant Manager

Rekha Paul Leasehold Property Officer Birmingham

- Leasehold and Lettings

0845 850 1020 ext 5640* amelia.watts@midlandheart.org.uk

0845 850 1020 ext 6249* rekha.paul@midlandheart.org.uk

Simone Hoskins Leasehold Property Officer Coventry

Krishna Madhal Leasehold Property Officer Birmingham

0845 850 1020 ext 5639* simone.hoskins@midlandheart.org.uk

0121 654 6711 krishna.madhal@midlandheart.org.uk

Alison Grimshaw Leasehold Property Officer – Part Time

Nathan Chakma Leasehold Property Officer Birmingham

(Tuesday, Wednesday, Thursday morning) Coventry

0845 850 1020 ext 5635* alison.grimshaw@midlandheart.org.uk

0121 666 5243 nathanial.chakma@midlandheart.org.uk

Carl Vann Leasehold Property Officer

Chloe Watson Leasehold Administrator Coventry

0845 850 1020 ext 5642* carl.vann@midlandheart.org.uk

0845 850 1020 ext 6256* chloe.watson@midlandheart.org.uk

Joanne Dolan Right to Buy and Re-sales Officer

Nahida Yaseen Leasehold Administrator Birmingham

0845 850 1020 ext 6765* joanne.dolan@midlandheart.org.uk

0121 666 5362 nahida.yaseen@midlandheart.org.uk

Don’t worry if you don’t know who your Property Officer is, just call our Call Centre on 0345 60 20 540 or email intouch@midlandheart.org.uk *Calls cost 5p per minute plus your phone company's access charge.

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NEW NAME? Help us keep our records up to date.

If you’ve recently changed your name for any reason such as marriage, divorce or deed poll, please let us know so that there’s no interruption to your services from Midland Heart.

Without your current surname on our records there can be problems and delays, particularly if you want to sell your property or re-mortgage because it will confuse our communications with your mortgage provider.

Fortunately informing us is a very simple process – we just need a copy of the relevant legal documents so that we can make the necessary amendments to your account.

NEW, IMPROVED WEBSITE LAUNCHED!

www.midlandheart.org.uk

Any doubts about what to send us, please don’t hesitate to contact your property officer.

Will I have the Right to Buy? Since the general election, there has been a lot of talk in the media and news about the government’s intention to extend the Right to Buy to Housing Association tenants. You may have seen some of this yourself and are wondering if you are going to be eligible.

(We’ve already had a number of phone calls from shared owners on the subject.)

The short answer is that shared owners won’t be eligible. At the moment the Right to Buy is currently only available to tenants of local

We’ve put a lot of work into making our website even more useful and user-friendly….and it’s well worth a visit.

You can find out everything from how to get more involved in the community to how to buy or sell shares in your property.

authorities. And even if the Housing Bill does go

In fact, pretty much everything you need to know

through Parliament successfully then it will only

about Midland Heart and your home is on there, and

be available to our social housing tenants. Hope

very easy to find. Just visit www.midlandheart.org.uk

this clarifies the matter.

InTouch

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News and advice for Midland Heart Leaseholders

Having your say on repairs.

In May we consulted residents on our proposed maintenance contracts We know that few things are more important to residents than property repairs done quickly and professionally, which is why we have been asking for our customers’ views before we appoint any new contractors.

In May we invited a group of Midland Heart leasehold and lettings residents to our Bath Row offices to be part of the procurement panel for our new repairs contractors. We had some very good discussions and plenty of excellent ideas came out of the meeting.

For example, although it was agreed that one day for emergency repairs and five days for urgent repairs was satisfactory, the feeling among residents was that 28 days for routine repairs was sometimes too long. Midland’s Heart’s action was to respond to your concerns by reducing the timescale to 14 days, which means that everyone knows how they stand, both residents and contractors.

And here are some other ideas from you which we are going to include in the selection process: • Contractors are going to be scored on the price for the whole contract, not just the quote for the initial year.

• For security and peace of mind, all contractors, such as electricians and plumbers, will have to wear ID on site which shows they work for Midland Heart. The ID will also include their registration number.

• If a contractor does not perform as well as agreed, there will now be an escape clause in the contract allowing us to quickly replace them.

It all goes to show the kind of results that be achieved when we put our heads together. Everybody on the group understood the importance of getting the contract right first time, especially as it is long term, and we now have every chance of making our maintenance and repair services even better for the future.

There’s still time for you to have your say if you know any contractors who may be interested in tendering for this work.

Simply

ask

them

to

check

out

our

website

at

www.midlandheart.org.uk, where you’ll also be able to keep up to date on the tendering process yourself.

A big thank you for all your thank-yous Our leasehold officers always try to do a good job on your behalf and it makes such a difference when their efforts are appreciated. Some of them have recently been receiving thank-you cards and emails from you in recognition of the help given.

receiving please feel free to let us know – it’s one of the ways we can keep improving. But if you think a compliment is more appropriate than a complaint, don’t hold back either.

It is a lovely gesture and really does make the officers feel valued for the job they do.

We’ll pass on your kind words to your property officer if you email us at intouch@midlandheart.org.uk

Of course, if you’re not happy with the service you’re

Thank you!

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A good job there’s TrustMark Avoid cowboys and find the ideal tradesperson Finding somebody you can rely on to do those inevitable repairs and improvements around the home is never easy.

So called cowboys and rogue traders are often all too convincing when it comes to the sales patter, but not so great when it comes to professionalism and value for money. They can end up costing you a small fortune and making a mess of things into the bargain.

But there is a very simple way to sort out the good guys from the bad guys. What’s more, it’s licensed by the government and supported by consumer protection groups. It’s a not-for-profit scheme called TrustMark.

How does TrustMark work?

Basically the TrustMark scheme covers home repairs, maintenance and improvements. All the traders who sign up to the scheme have been independently assessed by experts for their competence.

It means you can employ a TrustMark tradesperson knowing they have the specialised skills you need, and in no doubt they’ll take a professional approach to doing business with you.

How do I find a TrustMark trader?

First of all, don’t rely on the trader telling you they are in the TrustMark scheme themselves or displaying the symbol on their vans or business cards. The only way to be sure a tradesperson is in the scheme is by visiting the TrustMark website.

Here it is very easy to find the right person for the job. Simply enter your postcode then select the trade you want, and up will pop a list of local tradespeople who are trustworthy, reliable and working to government endorsed standards. Now you can put together your shortlist with confidence.

In touch with Trustmark www.trustmark.org.uk Email: info@trustmark.org.uk Tel: 0333 555 1234 (operating 24/7)

Top tips for hiring a tradesperson • Get at least three quotes • Set out a detailed, clear description of what you want doing • Ask friends and family for recommendations • Check the TrustMark website to ensure the tradesperson is registered for the specific trades you need • Use a firm that has a landline phone number in its advertising (be very wary of those only willing to give you a mobile number) • Seek references, speak to previous customers and visit previous jobs if appropriate • Don't just go with the cheapest – think about the quality of work and whether the firm understands your particular project • Only pay for work that has been done and don’t enter into advance payments • If materials need to be bought in advance by the tradesman, it is reasonable that the customer is asked to pay a fair percentage of these costs as the job progresses • Always use a written contract as it offers you protection if anything does go wrong • Agree any changes to the original contract in writing before the work is done

InTouch

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News and advice for Midland Heart Leaseholders

FACTS ABOUT FIRE

Avoid being a fire starter with a few simple precautions Nobody thinks a fire is going to happen in their home, but every year the fire service is called to over 60,000 domestic fires. Worst of all, around 500 people die in these fires and over 10,000 are injured every year.

At Midland Heart we’ve worked with our insurance company Zurich Municipal to put together some simple guidelines on how you can prevent a fire starting in your home.

It’s also vital to make sure your smoke alarms are working properly because

Check out our Fire precautions do’s and don’ts

you are twice as likely to die in a fire if they are faulty. And be especially careful in the kitchen because half of all home fires start there.

Home Contents Insurance Getting it right, getting it cheaper.

Did you know you could be eligible for a discount on your contents insurance from Zurich Municipal if you pay through your service charges? Just ask your property officer for details.

Or if you’re looking for another good insurer we recommend ‘My Home Contents Insurance’ – available through the National Housing Federation.

Please phone 0845 337 2463* for more information.

*Calls cost 5p per minute plus your phone company's access charge.

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Fire precautions that can save your life...

• Don’t leave mobile phones charging when you go to bed • Never overload sockets, Keep it to one plug per socket and turn off any electrical appliances when not being used • If bulbs blow, ensure they are repla ced

• Some bulbs get hot, so they make sure they’re not touching anything that can burn easily like paper or fabrics • Chip pans are the most common caus e of fires at home. Test temperature of oil by putting a small piece of bread in hot oil. If the bread crisps quickly, the oil is read y

• Keep your oven, hob and grill clean and in good working order. A build-up of fat and grease can ignite a fire • Consider getting a small fire extin guisher and/or fire blanket for your kitchen • Don’t be distracted when cooking as fires are more likely to start whe n your attention stops!

• Don’t leave candles unattended, keep them away from, curtains, furnishin gs and other decorations etc and ensure they are plac ed in proper holders to prevent them from falling over. Extinguish when unattended. Keep candles, lighters and matches out of the reach of children • Use fire guards for open fires and do not leave unattended.

• Always follow electrical appliances installation instructions and get advice if you are not confident to perform the installation yourself • Make sure smokers put out their ciga rettes and check for any that may still be smouldering before going to bed.

• Check your smoke alarms are wor king on a weekly basis and do not be tempted to remove batteries to power any portable appli ances • Plan your escape route for the even t of fire and ensure all your family and guests know where the door and window keys are kept • Take time to check on older relative or neighbours to make sure they are fire safe

InTouch

Call 0800 44 55 67 to discover more about our shared ownership opportunities available across our wide number of exciting developments

News and advice for Midland Heart Leaseholders

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Don’t lose your home by subletting Shared owners who sublet without permission risk repossession First things first. Whatever you do, don’t try to sublet your home without consulting Midland Heart first. The rules and regulations are not really in our hands – we have to defer to our regulators – but as your solicitor should have made clear, shared ownership properties cannot normally be sublet.

Subletting your property whilst it’s in shared ownership will breach your lease conditions and could lead to the repossession of your home.

However there are exceptions. Our regulators, The Homes and Community Agency, say we can allow short-term sublets for a maximum period of six months if you can prove exceptional circumstances.

Please note that ‘exceptional circumstances’ does not include situations where your property has become too small for your needs or you simply cannot sell it on the open market.

You’ll also need a perfect record of on-time rent payments.

If we agree you do have reasonable grounds, such as health or financial difficulties, then we’ll need to see certain documents to back up your request and also make clear to you the conditions of subletting, such as the requirement that no profit is made, that you stay responsible for maintenance and that you still have to pay the full rent on the 1st of the month.

Please think about this carefully, and if you’d like more information about the possibility of six months subletting contact your property officer.

Summer savers for boilers The prime time for your annual service By getting your boiler serviced in the summer there’s a good chance you’ll get a special

4

READY FOR

WINTER

deal from the service company, and of course it will be good and ready for the winter when you want to be able to rely on your gas heating 100%.

Don’t forget that as a shared owner or leaseholder you are responsible

a company that offers a boiler cover agreement. This way you’ll usually

for the service and maintenance of all gas appliances, so it’s worth

get an automatic annual service as part of the package – one less thing

making sure you find somebody you can depend on to do the job

to think about – and free repairs are often included too.

properly.

Still not sure how to find a reputable company? Try visiting

First step is to make sure your engineer is registered as ‘Gas Safe.’ If

MoneySavingExpert.com and simply search for ‘boiler cover’. It will

you’re in any doubt, just visit GasSafeRegister.co.uk to double check.

give you the choice of the best companies, the best deals and plenty

Because your boiler needs servicing every year, it’s well worth choosing

of handy tips on the right cover for your needs.

InTouch News and advice for Midland Heart Leaseholders

JUST ASK

We know the ins and outs of shared ownership can get a bit confusing at times. Here are some of the questions we get asked, but if your particular query isn’t here don’t hesitate to get in touch.

Who is responsible for repairs to my house?

How do I get independent advice about my leasehold?

If you live in a house then all repairs, inside and out, are your responsibility. The only exception is the ‘defects period’ that covers certain repairs for the first year of a brand new house.

You can get help with legal matters concerning your property from The Leasehold Advisory Service. It’s a public body funded by the Government to provide free advice on the law affecting residential leasehold property in England and Wales. You can ask them about service charges, extending your lease, buying the freehold, right to manage, applying to the First Tier Tribunal (FTT) and other matters. Call 020 7893 9800 or go to their website www.leaseadvice.org and complete the online enquiry form.

Who is responsible for repairs to my apartment?

If you live in an apartment Midland Heart is responsible for the upkeep of the structure, exterior and common areas such as hall, stairways, landing. This is what your service charges are designed to cover. However, anything inside your apartment is your responsibility. So if you get a leaking sink, for example, you will have to find a plumber to fix it.

IF YOU LIVE IN AN APARTMENT PLEASE REPORT ANY PROBLEMS TO YOUR PROPERTY OFFICER AS SOON AS YOU CAN. IF WE DON’T KNOW – WE CAN’T REPAIR!

Will Midland Heart look after the garden and clean my windows?

Why do Shared Owners pay rent?

As you only own a share in your property then rent is payable on the share that you do not own. This is part of your lease agreement with Midland Heart.

Why isn’t the rent used to improve properties?

Only if you live in an apartment. Your service charge covers maintenance of communal gardens and window cleaning. But if you live in a house it’s your responsibility to keep everything well maintained.

Your rent is designed to cover the repayments of Midland Heart’s loans, taken out to cover the cost of the shares you do not own. This is how the scheme works to help make homes more affordable and there is no money available for maintaining properties.

What happens to payments if a shared owner dies?

So why do other rent payers get repairs done?

If there is a death in the family we understand how difficult it can be to deal with administrative details, but please inform the leasehold officer as soon as possible and provide us with a photocopy of the death certificate. We will not actively pursue the accumulated rent and service charges for 6 months. This will hopefully give the executor time to sell the property. After the six months, rent payments will have to start again along with a payment towards the arrears.

Always remember you are a shared owner and not someone just paying rent to a landlord who owns the whole property. As a shared owner you’re not subject to things like 6 month tenancy agreements and the likelihood of eviction. You are much more like an ordinary homeowner, and as such are responsible for your own property’s maintenance and repairs

Where can I get a copy of my lease?

Your mortgage company (or solicitor that acted for you at the time of purchase) will have a copy of your lease. You can also apply to the land registry for a copy. Visit www.landregistryservices.com where the charge made for a copy of your lease will be around £30.

How do rent rises work?

The rent you pay is set out in your lease when you first purchased your share of the property.

Your lease also states the calculation by which your rent increases. Rents are normally increased every year on 1st April and your rent increase is not discretionary.

Can I take in a lodger?

Yes you can. Your lease states that you cannot sub-let the property but it’s perfectly okay to take

in someone who rents a room in your home without having exclusive rights to any part of the property. This could be a good way of having extra income but there are several factors to consider before you go ahead. You will need to write to Midland Heart so that we can record this and you may need to inform your mortgage lender. You will almost definitely need to alert your insurance provider. If you claim any benefits these will almost certainly be affected if you take in a lodger.

My property was bought less than 12 months ago, so why am I told the defects period has run out?

It’s true the defects period normally runs for 12 months, but this is from the date of handover from the developers to Midland Heart, not Midland Heart to the purchaser. How long it took to sell the property will determine how long is left on the defects period when you complete.

Your sales advisor will have informed you of this when going through the sales process.

Do I need permission to make alterations to my property?

This depends on what type of work you want to do, but in a lot of cases the answer would be yes, especially if the work is of a structural nature.

You may also need planning permission, as well as ours, if you are looking to add an extension.

This is because Midland Heart need to ensure that the work you are doing is within the terms of your lease, is carried out by qualified contractors and does not cause damage to other properties (if it is an apartment). If you are unsure, then please contact your property officer who will be happy to advise further.

Will Midland Heart service my boiler?

As a shared owner/leaseholder you are responsible for the service and maintenance of any gas appliances. Midland Heart will not carry this out, so it is very important to arrange an annual service. A lot of companies now offer this service either as a one-off visit or by payment of a monthly fee.