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0800 652 3900 Introduction Our mission statement & objectives How to contact us Other useful contacts Service standards: our promises to you Leaseholder Services Customer Services Resident Involvement Estate Management Grounds Maintenance Anti-Social Behaviour Complaints

3 5 7 9 11 13 15

Summary of services Major works: What we will do The Capital Fund Management services Consultation and information

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0800 652 3900 Service charges General advice Making a complaint Glossary of terms

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0800 652 3900 Introduction Poole Housing Partnership (PHP) is committed to improving access to information for all Leasehold Residents. We manage over 500 Leasehold properties on behalf of the Borough of Poole in line with the Chartered Institute of Housing Good Practice Guidance. We have produced this Handbook with the help of your Leaseholder Customer Service Panel and the Resident’s Reading Group. Our aim is to provide useful information about PHP, our services and your rights and responsibilities as a Leaseholder. We have tried to include as much information as possible, but if you would like more information, or have any comments about the services we provide, please call our HelpDesk on FREEPHONE 0800 652 3900 and ask

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0800 652 3900 to speak to your Leasehold Services Officer.

Our contact details are in the How to contact us section. You can also find out more about PHP and the services we provide by visiting our website, www.yourphp.org.uk. Here you will find the latest copies of all our policies and, you can keep up to date with all the latest news at PHP. Please keep this Handbook safe to refer to in the future.

Equal opportunities and diversity in our community PHP recognises and embraces the differences that our residents bring, including cultural and ethnic diversity. We strive to provide equal opportunity for all our residents in every aspect of our work. In particular, PHP is actively committed to eliminating discrimination, harassment, and intimidation on grounds of age, disability, gender, colour, ethnicity and sexuality

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0800 652 3900 Our mission statement Working with residents to deliver quality homes in strong communities

Our objectives Working With Residents « Provide customer focussed, high quality services to our residents « Ensure effective communication and consultation with all residents using plain English « Make services available and easily accessible to all in the community, including “hard to reach” groups « Empower and encourage residents to participate in, and shape the services they receive « Consult on and publish clear, challenging and measurable standards for all service areas « Use complaints and customer feedback positively to learn from and improve services

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0800 652 3900 Strong & Sustainable Communities « Enable residents to shape the communities in which they live « Encourage a strong sense of place « Meet the respect standard « Meet the Council’s clean, green and safe objectives « Act as a lead exemplary landlord within our community « Support healthy and diverse communities « Develop social and financial inclusion « Provide well maintained and safe estates Excellent Services « Remain a 3* excellent service deliverer « Set, maintain and review service standards with residents « Provide resident focussed services « Empower our staff through team building and training, to deliver excellence « Be an outward looking, learning organisation at the forefront of innovation and development in the housing sector « Develop strategic partnerships with other excellent providers

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0800 652 3900 Value For Money « Maximise choice and value for money for all residents « Achieve year on year efficiencies « Benchmark against our peers « Identify opportunities for income through new business « Maximise income from existing sources « Achieve savings through smart procurement « Raise organisational focus on value for money « Work with all our partners to provide best value, quality solutions and continuous improvement across all services Quality Homes « Achieve the Poole Standard of Decent Homes by 2010 and maintain this standard « Provide safe, energy efficient, and well maintained homes « Support residents to look after their homes and the environment « Provide “homes for life” to support independent living

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0800 652 3900 How to contact us How do I contact PHP? There are many ways to contact us: in person, by telephone, e-mail, or you can arrange for someone to visit you at home. Here’s how to contact us, whatever your preferred method: ( 0800 652 3900 FREEPHONE 8:30am – 7:00pm Monday to Thursday 8:30am – 4:45pm Friday Outside office hours please call 0800 50 60 50

@ enquiries.php@poole.gov.uk FAX

01202 264441

: www.yourphp.org.uk * Poole Housing Partnership Ltd Beech House 28-30 Wimborne Road Poole BH15 2BU

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0800 652 3900 Who do I contact? If you’re not sure who to speak to or don’t have the telephone number of the person you want to talk to, please contact our HelpDesk Team who will be happy to help on FREEPHONE 0800 652 3900. What is the HelpDesk? Our HelpDesk is staffed by a team of Customer Service Officers and is often the first point of contact when you call us. They deal with repairs queries and can also help you with general housing enquiries. If they cannot answer your query they will refer you on to the right person. In the case of Willow Park, lessees can also report repairs to their Sheltered Housing Officer on 01202 739141.

DO IT ON-LINE! « Get the latest news « Download forms « Meet the team « Meet Board members « Get in touch with us « ...and much more!

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0800 652 3900 Other useful contacts Here we have included some contact details for other services that you may find useful. If you would like any information about how to contact other statutory services, such as Social Work or Health Services, or would like advice on what services are available, please call the HelpDesk on 0800 652 3900. We can signpost you in the right direction and in some cases, make a referral on your behalf. These are only some of many services and projects available for Borough of Poole residents that we think you may find useful. For more information on other services in your area, you can contact the Council on 01202 633633 or visit www.boroughofpoole.com

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0800 652 3900 Borough of Poole Benefit Team The Benefit Team at Borough of Poole Council can give you advice and help on how to claim benefits, such as Council Tax Benefit. ( 01202 633114 8:30am – 5:15pm Monday to Thursday 8:30am – 4:45pm Friday

@ financialservices@poole.gov.uk

: www.boroughofpoole.com * Financial Services Civic Centre Poole BH15 2RU

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0800 652 3900 Citizens Advice Bureau The Citizens Advice Bureau (CAB) is an independent and impartial organisation whose purpose is to provide information, guidance and support free of charge. If for any reason, you are uncomfortable contacting staff at PHP or would like a second opinion about any advice or information given to you by our staff, you can contact the CAB. CAB can offer advice and assistance on issues such as: « Benefit entitlement « Money and debt advice « Employment « Housing « Insurance « Neighbours « The courts and your legal rights « Tax They also have specialist services, including accountants, surveyors, legal advice and disabled rights advisors.

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0800 652 3900 ( 0870 751 0937 10:00am – 4:00pm Monday and Tuesday 10:00am – 7:00pm Wednesday 10:00am – 1:00pm Thursday and Friday

: www.adviceguide.org.uk * 54 Lagland Street Poole BH15 1QG CAB also host two dedicated sessions a week at Beech House to provide independent information and advice for PHP residents. We can refer you or you can make an appointment to speak to a CAB advisor. For details on when sessions are held or to book an appointment, please call our HelpDesk 0800 652 3900.

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0800 652 3900 Hamworthy Money Advice Project The Hamworthy Money Advice Project offers free and confidential advice – especially for money and debt matters. The project can also offer advice on benefit entitlement and is available to all Hamworthy residents. The service is available on a drop-in basis. ( 01202 668611 09:30am – 12:30pm Tuesday to Thursday 10:00am – 12:00pm Tuesday (at Hamworthy Library) * St Gabriel’s Church Keysworth Road Hamworthy Poole BH16 5BH

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0800 652 3900 Coastal Credit Union Credit Unions are not-for-profit co-operative organisations that can provide low cost affordable loans and can help people manage money wisely. Coastal Credit Union is run by local people for local people. ( 01202 718018 11:00am – 1:00pm Tuesday and Saturday 10:00am – 3:00pm Thursday

: www.coastalcreditunion.co.uk * The Co-op 346 Ashley Road Poole BH14 9DF

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0800 652 3900 National Debtline The National Debtline is a national telephone helpline for people with debt problems in England, Wales and Scotland. The service is free, confidential and independent. They can provide specialist advice backed up with written self-help materials and may be able to assist you set up a Debt Management Plan. ( 0808 808 4000

: www.nationaldebtline.co.uk * National Debtline Tricorn House 51-53 Hagley Road Edgbaston Birmingham B16 8TP

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0800 652 3900 Services Standards: Our promises to you Service standards ensure that everyone receives the same treatment and they allow us to measure our performance, so that we can keep on improving the services that we deliver to you. Each service team within PHP has developed its own service standards for the area of work that they do, to ensure that you receive a consistently high quality service from us. Here you can see the level and quality of service PHP promise to deliver to you as a leaseholder.

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0800 652 3900 Leaseholder Services we will… «

Make sure that we consult with you prior to undertaking any major work to your property, in line with current government legislation and best practice « Provide all new leaseholders with a Leaseholder Handbook and offer an appointment to visit you within one month of being notified of the assignment of the lease « Send you an Annual Statement by July each year « Answer your written queries within 10 working days advising what action we will be taking « Support and work with the Leaseholder Customer Service Panel through meetings held at least quarterly « Offer you guidance and a range of payment options when invoicing you for major works

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0800 652 3900 ÂŤ

Carry out repairs, where it is our responsibility to do so, to a high standard and within the agreed timescales ÂŤ Include a section for leaseholders in each issue of the At Home magazine

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0800 652 3900 Customer Services we will… «

Provide an easily accessible service « Provide a Freephone Emergency Repairs Line 24-hours a day, 365 days a year « Ensure our reception desk is staffed from 8.30am to 7.00pm (4.45pm on Friday) « Answer the phone within 5 rings « Ensure that another staff member assists with your enquiry or takes a message if the member of staff you are calling is not available « Get back to you within 1 working day if you leave a message « Respond to any written correspondence you send to us within 10 working days. E-mail within 2 working days

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0800 652 3900 «

Keep our reception areas clean, tidy and ensure the information available is up to date « See you within 10 minutes of your arrival « Ensure that all staff wear an identity badge saying their name and job role « If you make an appointment we will do our best to see you on time « We will do our best to offer private interviews on request « Show identification and be professional at all times « Normally make appointments for home visits « Contact you if we are unable to keep an appointment as soon as we can and rearrange it « Treat all customers fairly and according to their needs « Make our offices accessible for disabled people and provide an interpretation service if your first language is not English « Let you see the personal information that we hold about you « Apologise if we make a mistake or get things wrong « Aim to put mistakes right as soon as possible « Aim to learn from our mistakes so they don’t happen again « Keep you informed at all times about the progress of any complaints you have made « Seek your views and comments about improving our service

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0800 652 3900 Resident Involvement we will… «

Ensure you receive at least four At Home magazines per year « Update the PHP website at least on a fortnightly basis. « Share information with residents in a variety of formats; letter, newsletter, phone, text, email, website, in person and in communal areas « Publicise the dates and venues of open meetings three months in advance « Allow residents to be effectively involved at a time and in a way that suits them « Allow residents to be involved in the issues that interest them

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0800 652 3900 «

Consult our residents on: Ÿ Service contract letting Ÿ Neighbourhood improvements Ÿ Policy and procedure development Ÿ Sustainable community development Ÿ Changes to the way services are provided or financed Ÿ Service and performance monitoring « Ensure groups and meetings have clear objectives and mandates « Ensure the outcome of consultations is reported to residents, including any implemented changes, within two weeks of the outcome being known « Provide regular training for interested residents « Provide expenses to ensure involved residents are not out-of-pocket, including travel, carer, stationery and communication costs « Include interested residents from all backgrounds, including traditionally “hard-to-reach” groups, in strengthening the community « Be proactive and innovative in going into local areas to work with the community and other agencies « Benchmark our service performance against other organisations « Review Resident Involvement Strategy, menu of involvement and service standards annually

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0800 652 3900 Estate Management we will… «

Carry out an estate tour every 6 months with your local resident representative and key partners « Let you know two weeks before an estate tour will take place « Provide estate tour reports within 5 working days of the tour date « Provide an update on actions one month on from the tour « Be aware of anti-social behaviour and vandalism on our estates and report within 24 hours « Sticker untaxed and abandoned vehicles on our land within 3 days of being notified

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0800 652 3900 «

Replace light bulbs in all our estate lighting within 7 days of it being reported. Time clocks will be changed to make sure they come on in the hours of darkness « Graffiti of an offensive nature will be removed within 24 hours. All other instances within 4 working days « We will order a repair for any faulty lighting that is our responsibility within 1 day of it being reported « Remove illegally dumped bulk refuse from our land within 2 working days of it being reported « Recharge any person who is responsible for causing damage to our property or dumping rubbish « Make sure all homes reported as abandoned are investigated within 2 days « We will ensure that all areas will predominantly be free of litter and rubbish « In flats and communal areas, we will ensure that: Ÿ Floors and stairs will be swept, mopped or vacuumed depending on the floor covering. We will not wash the floor if there is a chance it will freeze in cold weather Ÿ General surfaces such as banisters, handrails and skirting boards will be dusted or washed down. Cobwebs from ceilings, walls and light fittings will be removed Ÿ Mats and mat wells will be swept when required. Windows and glass that are accessible in the communal areas will be cleaned, when needed

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0800 652 3900 Grounds Maintenance we will… «

Cut grass a minimum of every 12 working days throughout the growing season (March – October) « Ensure all grass cuttings will be swept or blown from footpaths and walk ways immediately after cutting « Spray and clear the edges of footpaths of weeds at least once a year « Strim grass as close as possible to obstacles such as trees, buildings or benches « Clear areas of litter and rubbish prior to cutting the grass « Removed all litter and rubbish from beds and borders and ensure edges are trimmed and cleared « Top up forest bark mulch once a year to help reduce the effect of weed growth

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0800 652 3900 «

Check and complete minor maintenance work to the trees within these areas « Sweep garages and parking areas, footpaths and walkways a minimum of every 6 weeks « Remove all rubbish from the location prior to the sweep taking place « Arrange for large amounts of rubbish, fly tipping or bulky items to be cleared when they are reported to us « Ensure that weeds on tarmac, block paving and slabs are sprayed and controlled as required but a minimum of once per year « Remove overhanging branches and saplings « Strim verges

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0800 652 3900 Anti-Social Behaviour we will… «

Respond to race, hate crime, domestic violence or serious physical assault within 24 hours of the report or the next working day « Respond to threats of violence, abuse and serious anti-social behaviour within 5 working days « Respond to all other incidents within 10 working days « Ask for no more than 4 weeks of nuisance diary sheets at a time « Support witnesses with a range of measures including target hardening, tenancy support, court training « Keep all complainants informed at least every 6 weeks « Monitor and review all cases at least once a month « Ask you to attend court with us when necessary

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0800 652 3900 Complaints we will… «

Receive your complaint by letter, phone call, visit or email and acknowledge your complaint within 2 working days « Refer your complaint to a manager, who will respond to you within 10 working days, telling you whether your complaint has been upheld « Carry out an independent investigation if you are not happy with the outcome of your complaint. A senior manager not previously involved in your complaint will carry out the investigation and the outcome will be reported to you within 10 working days « Refer your complaint to our Chief Executive if it has still not been resolved to your satisfaction

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0800 652 3900 «

Our Chief Executive will contact you within 3 working days to arrange to meet you and discuss your complaint. The complaint will be re-investigated and a full response will be sent to you within 10 working days « Carry out a satisfaction survey with at least 85% of complainants once their complaint has been resolved « Monitor all complaints by reporting to our Board of Directors, to consider what PHP can learn from each complaint « Ensure your personal details are kept confidential

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0800 652 3900 Summary of services We offer a wide range of services for leaseholders: « Major repairs and improvement works to the communal areas of the building and grounds « Management services « Consultation and information services « Administration and collection of service charges Major Repairs Major repairs include the replacement of items such as roofing, doors and windows, for which PHP retains responsibility. Normally, carrying out major repairs DOES NOT involve any work in your home, but occasionally it may be necessary to request access. This section provides you with information on the following: « PHP responsibilities « Your responsibilities « Contractor’s code of conduct « Consultation arrangements

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0800 652 3900 PHP responsibilities Leaseholders are required to pay a proportion of these costs, as defined in their lease. Joinery « External doors and windows to homes (except where transferred to leaseholders as part of the lease agreement) « Communal entrance doors « Fencing around common areas Electrics « Communal lighting and heating « Door entry systems to the front door « Lifts Structural Items « « « « « «

Chimney stack Damp proof course Roof External render External wall Sheds

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0800 652 3900 Plumbing « « « «

Drains – foul and surface water Gutters Rainwater pipes Soil stacks

Communal Areas The estate around the block Communal TV aerials Water supplies to the block External painting (except where leaseholders own the doors and windows) « When leaseholders do have painting works undertaken they are invoiced (VAT is added to the charge if the doors and windows are demised) « Associated repairs in communal areas « « « «

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0800 652 3900 Your responsibilities As a leaseholder, you are responsible for personal garden paths and driveways where these are wholly or partly transferred to you as part of your lease. Other areas you are responsible for include: Plumbing « « « « « « « « «

Plugs, chains and stays Lavatory seats Tap washers – all types Blocked wastes Basins Baths WC Shower fittings Heating systems

Electrics « « « « « « « « «

Arranging for the supply Rewiring/testing Light bulbs Air filters to extractors Batteries for smoke detectors (help is available from your local Fire Brigade) Smoke detectors Entry phones to the property and associated wiring Replacement fuses Replacement circuit breakers

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0800 652 3900 Joinery « « « « « « « « « « «

Lost keys Letter plates Gate latches and hinges (not communal) Door handles Internal doors Skirting/architraves Draught excluders Broken glass Curtain fixtures and fittings Kitchen units Demised external doors and windows

Other Works « « « « « « «

Sweeping chimneys Minor cracks and holes Personal building works Plaster work Ceiling artex Personal appliances/white goods etc Internal decorations

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0800 652 3900 Contractors’ code of Conduct This code has been prepared to assist contractors and trade operatives in their working procedures and to ensure that all parties involved in carrying out work to your property are aware of the standards that are required and expected. It is a condition of all contracts that contractors ensure their operatives are familiar with, and conform to this code of conduct. Access Visits to your home to carry out work should be made at reasonable times, except in emergencies. Our contractors’ working hours are generally between 8:00am and 6:00pm, Monday to Friday. No weekend work will be permitted without the permission of the leaseholder/resident. Identity Cards All contractors’ employees will have photographic identity cards. They are expected to show these to leaseholders and residents whether this is requested or not. This is to encourage awareness of the possibility of ‘confidence tricksters’.

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0800 652 3900 Behaviour When a contractor is in your home carrying out work, they are expected to be considerate and respectful towards you and your home. We have set out a standard of behaviour that you can expect. All contractors’ employees must not behave or conduct themselves in the following ways: « Be rude to you or any member of your household « Be excessively noisy, including use of radios, etc « Be over familiar with you or any member of your household « Be argumentative « Smoke in your home « Use abusive language of any kind We also expect you and any member of your household, or visitors to your home, to behave in a similar manner towards contractors and trade operatives. Use of your property Unless you, as the leaseholder, give instructions to the contrary, permission should be sought to enter your property (including the garden). Contractors must remember that their place of work is your home and not treat it as a building site. They are expected to behave accordingly and take all reasonable measures to protect your property and belongings.

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0800 652 3900 The leaseholder’s kitchen and W.C. facilities are only to be used with the leaseholder’s permission. Security Doors and windows should not be left open unnecessarily where it may cause draughts or compromise the security of your home. Tools Trade operatives are expected to use their own equipment. If power is required, operatives are expected to come to an agreement with you for payment of the electricity used. Materials Any equipment or materials should not be left in a hazardous or inconvenient place or position within the area of work. Contractors and trade operatives must seek agreement with the leaseholder on where such items should be placed while work is being carried out. Safety If the work being carried out creates a hazard in your home, then the contractor must ensure that adequate warning is given and protection provided.

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0800 652 3900 Particular attention will always be given to young children and the elderly. We ask that children are never left unsupervised while any work is being undertaken in your home. Work must be carried out in accordance with the Health and Safety at Work Act and other relevant safety legislation. If work is to carry on the following day, all equipment and materials will be stored in a safe place and any debris or mess will be cleared away as the work proceeds. If you have any questions about the code of conduct and what to expect, or is expected of you, while contractors and trade operatives are in your home, please call our HelpDesk on 0800 652 3900. Ask to speak to a Leasehold Services Officer or e-mail us at leasehold.php@poole.gov.uk.

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0800 652 3900 Major works: What we will do We identify major repair and improvement projects from surveys, information we gather when we are managing routine repairs and listening to our leaseholders and residents. Major work may include: « Replacing windows or roofs « Renewing entry doors « Replacing loose rendering « Lift replacement or refurbishment « Re-pointing brickwork « Redecorating What you will have to pay The percentage you must pay towards major work to your block is detailed in your lease. Before we carry out any work we will tell you how much we expect the work to cost. Consulting you We are committed to consulting all leaseholders and residents before we carry out any major work to any of our buildings. The method of consultation we use may include: « « «

Public meetings Meetings for PHP residents Consultation required by law for leaseholders

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0800 652 3900 Leaseholder’s rights to consultation On 31 October 2003 the Commonhold and Leasehold Reform Act 2002 revised Section 20 of the Landlord and Tenant Act 1985 (as amended in 1987). As a result of this, leaseholders now have more rights to consultation. The three types of consultation we have summarised below are found in Schedule 4, part 2 of the Service Charges (Consultation Requirements) (England) Regulations 2003 of the Commonhold and Leasehold Reform Act 2002. If public notice is required to carry out any other types of work that we may need to do, we will provide you with information wherever such consultation is necessary.

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0800 652 3900 1. Long-Term Contracts/Agreements We must consult leaseholders before entering into a Long Term Agreement with a contractor to provide goods or services that will cost any one leaseholder more than the prescribed limit (currently £100 a year). For example, grounds maintenance or cleaning contracts. 2. Works carried out under Long-Term Agreements We must consult leaseholders prior to carrying out works under a Long Term Agreement where the cost to any one leaseholder will exceed the prescribed limit (currently £250). For example door replacement or decorating work. 3. One-Off Major Works We must also consult with you if the cost of ‘qualifying works’ to any leaseholder will exceed the prescribed limit (currently £250). For example, roof replacement. In addition to this, we will write to you and inform you of the cost of any proposed work, even if the cost does not exceed the statutory minimum amount. This will ensure that you are kept informed of all costs, the contractor who will undertake the work, supervision on site and the estimated timescale.

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0800 652 3900 The consultation process Here we have detailed the consultation process as it applies to Long Term Contracts/Agreements, work carried out under Long Term Agreements and One-Off Major Works. 1. Long-Term Contracts/Agreements This applies to both work and services where the contract will run for more than 12 months. Stage 1 Pre-tender Consultation (Notice of Intent) We will send a Notice of Intent to each leaseholder and, where there is an official Tenants’ and Residents’ Association (TRA), we will issue a Notice of Intent to the secretary of the TRA. The Notice of Intent must: « Make it clear that the landlord intends to enter into an agreement « Describe the work or services that the landlord is providing, or inform leaseholders where the details can be viewed « Provide details of why the landlord is considering entering into the agreement

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0800 652 3900 « Provide information on why it is necessary to carry out the work, if the contract is for ‘qualifying’ work (this means repairs or improvements that are over the prescribed amount, detailed above) « Clearly show that leaseholders and/or the local TRA have the right to provide details of a contractor they think should be invited to tender (or bid) for the proposed work, within the 30 day consultation period « The notice must also allow for a 30 day consultation period where the leaseholder can provide comments and feedback, giving clear information to whom any comments and feedback should be sent and show clearly when the 30 day consultation period ends Stage 2 Tender Stage Consultation At this stage, the Notice of Intent is PHP’s proposal to award the contract to the contractor they prefer. To reach this stage, we must have had at least two tenders. One of which must be from a contractor not connected in any way with us. If the TRA, or a leaseholder, name a preferred contractor, PHP must try to get a tender from that contractor. The Notice of Intent will be sent to each leaseholder and to the secretary of the TRA, if applicable.

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0800 652 3900 The Notice of Intent at this stage must include at least two proposals, each of which must contain the following: « A statement of the relevant matters For example, when the Notice of Intent was issued and when the 30 day consultation period for comments and feedback ends « The name and address of each person or organisation involved in the agreement « Details of any connection between the landlord and the contractor « An estimate of how much the leaseholders will have to contribute, the total cost for the building or the unit and the hourly or daily rate to be paid to the contractor where this is possible « The conditions under which any amount of the proposed agreement can be changed « The notice must also allow for a 30 day consultation period where the leaseholder can provide comments and feedback, giving clear information to whom any comments and feedback should be sent and show clearly when the 30 day consultation period ends

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0800 652 3900 Stage 3. Awarding the Contract At this stage, we only need to consult with leaseholders or the TRA if we choose a contractor who DOES NOT have the lowest tender, or is not the contractor preferred by a leaseholder or TRA. If this is the case, we must issue a Notice of Intent that: ÂŤ Gives our reasons for awarding the contract ÂŤ Includes a summary of all comments and feedback received during the 30-day consultation period on both the tenders received and our responses to these, or inform leaseholders where the details can be viewed

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0800 652 3900 2. Qualifying work under a Long-Term Contract/Agreement Once a Long Term Contract/Agreement is in place we still need to consult you where we intend to carry out work, under the Long Term Agreement, to the building that your property is in, where the cost of that work is likely to exceed the prescribed amount, detailed above. We will send this Notice of Intent to each leaseholder and, if applicable to the secretary of the TRA. At this stage of the consultation process, we must: « Describe in general terms what work will be carried out, or provide you with information on where you can view the details of the proposed work « Detail why it is necessary to carry out the work « Provide details of the estimated cost of the work « The notice must also allow for a 30 day consultation period where the leaseholder can provide comments and feedback, giving clear information to whom any comments and feedback should be sent and show clearly when the 30 day consultation period ends

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0800 652 3900 3. Qualifying Work Over the Prescribed Limit (currently £250), where no Long Term Agreement is in place The consultation process in relation to works carried out under this category differs to that carried out for works under Long Term Agreements. Here, it can be either a two or three stage process as, in certain circumstances, only two stages apply. Stage 1 Pre-tender Consultation This Notice of Intent details our plans to carry out work to the block that is over the current prescribed limit of £250. We will issue the Notice of Intent to each leaseholder in the block and, where there is an official Tenants’ and Residents’ Association (TRA), we will issue the Notice to the secretary of the TRA. The Notice of Intent must: « Describe in general terms what work will be carried out or provide you with information on where you can view the details of the proposed work « Detail why it is necessary to carry out the work « Invite leaseholders and TRAs to submit details of a preferred contractor that you think is suitable to carry out the proposed work

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0800 652 3900 « The notice must also allow for a 30 day consultation period where the leaseholder can provide comments and feedback, giving clear information to whom any comments and feedback should be sent and show clearly when the 30 day consultation period ends Stage 2 Tender Stage consultation As a landlord, we must prepare at least two estimates, one of which must be from a contractor who is not connected to us in any way. If a leaseholder or a TRA has named a preferred contractor we must include their estimate. We will send a Notice of Intent at this stage to each leaseholder and to the secretary of the TRA, if applicable. This notice must: « Include the estimated costs (from at least two contractors) « Include a summary of comments and feedback from leaseholders and our reply from Stage 1 of the consultation process or provide information on where you can view these « Provide information on where you can view the detailed estimates

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0800 652 3900 ÂŤ Give leaseholders a 30 day consultation period to provide comments and feedback about the planned work, and give clear information to whom any comments and feedback should be sent and show clearly when the 30 day consultation period ends Stage 3 Awarding the contract At this stage, we only need to consult with leaseholders or TRA if we choose a contractor who does not have the lowest tender or is not the contractor preferred by a leaseholder or TRA. If this is the case, we must issue a Notice of Intent that: ÂŤ Gives our reasons for awarding the contract; ÂŤ Includes a summary of all comments and feedback received during the 30-day consultation period on both the tenders received and our responses to these or provide information on where you can view these. Written comments and feedback In all of these processes where we ask for comments in writing, we must consider those comments and reply in writing to you or the secretary of the TRA within 21 days of receiving those comments.

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0800 652 3900 Choosing contractors If you name a preferred contactor, we will take all reasonable steps to get an estimate from them. If we have a list of approved contractors and your preferred contractor is not on that list, they must apply to be included. We DO NOT have to award a contract to a contractor who does not apply to be included on the approved list or is refused because they do not meet the conditions for being included. If you have any questions about the consultation process or how we decide which contractors are best suited to carry out any proposed work required on behalf of PHP, please contact our HelpDesk on 0800 652 3900. Ask to speak to a Leasehold Services Officer or e-mail us at leasehold.php@poole.gov.uk

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0800 652 3900 Management services This section details how we will manage our leasehold properties and deal with any issues that may arise in relation to the building, communal areas and surrounding areas. Anti-Social Behaviour PHP and the Borough of Poole DO NOT tolerate antisocial behaviour from residents or leaseholders. We have developed a policy that details what you can do if you experience anti-social behaviour in your neighbourhood. Similarly, it details what action we can take against you if you, anyone living with you or visitors to your home cause anti-social behaviour in your neighbourhood. Your Leasehold Services Officer will be happy to discuss any issues you may have about anti-social behaviour and how you can deal with any problems that may arise in your area. A copy of our Anti-Social Behaviour Policy is available by calling the HelpDesk on 0800 652 3900. You can also download a copy from www.yourphp.org.uk/asb

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0800 652 3900 Cleaning & Caretaking Leaseholders and residents monitor the cleaning and caretaking service provided by PHP, and regular meetings are held with the contractors to monitor their performance. You can get more information on what you can expect from our cleaning and caretaking services by referring to your lease. Communal Areas There are a number of facilities provided within our blocks of flats, which are for the benefit of all leaseholders and residents. The external shared areas of grass, parking areas and footpaths are maintained by PHP. Garages You can apply to go onto the waiting list for a garage. Priority is given to PHP tenants and then to leaseholders, followed by other applicants. Garages are for vehicles only. Due to safety and fire prevention reasons, you are NOT permitted to use it for other purposes, such as storage.

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0800 652 3900 Areas with parking problems, such as Poole Town, usually have long waiting lists for garages, but there are other areas in Poole where they are available quite frequently. Grounds Maintenance The Council’s Leisure Services manage grounds maintenance. Regular meetings are held with the contractor and PHP staff to monitor the services undertaken on our behalf. Parking PHP operates permit controlled parking in the following areas: « Sterte Court « Poole Town « Willow Park Permits are available from Beech House at a minimal charge. If you wish to have a parking permit you will need to provide us with: « Car insurance certificate « VC5 vehicle registration document Permits are issued for daily use, and we can issue permits for up to two persons per household.

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0800 652 3900 You may also apply for a Visitor Permit for occasional use (a maximum of one per household). If you use this type of permit instead of a household permit, your car may be clamped or you may get a parking fine. If you change your car, a new permit can be issued at a 50% reduction of the fee if your old permit is returned. We will not issue parking permits to untaxed, SORN or commercial vehicles. It is important that roads are kept clear and unobstructed at all times to allow access for emergency service vehicles.

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0800 652 3900 Rubbish Disposal If you have a large or bulky item that needs disposing of, the Council’s Environmental & Consumer Protection Services can collect and dispose of it for a small charge. The Council operate a Waste Recycling Centre to dispose of unwanted household waste products. It is available to all residents of Poole. You may need to show identification with your address to prove that you are a resident of Poole. ( 01202 261700 8:30am – 4:30pm 7-days a week : www.boroughofpoole.com *

58 Nuffield Road Nuffield Industrial Estate Poole BH15 2BU

If you would like any further information on any of the management services we offer to you as a leaseholder, please contact our HelpDesk on 0800 652 3900. Ask to speak to a Leasehold Services Officer or email us at leasehold.php@poole.gov.uk

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0800 652 3900 Consultation and information We value the input of our leaseholders in shaping and influencing the delivery of the services we provide to you. Our Leasehold Services Officer is responsible for the services we provide and managing our consultation process. There are a number of ways you can get involved and have your say in the service we provide to you. « Residents’ Associations « Housing Strategy Panel « Residents Reading Group « Leasehold Customer Service Panel (LCSP) We actively encourage all residents and leaseholders to get involved. There are lots of ways that you can get incolved and have your say, including: « Open meetings for leaseholders throughout the year « Meetings with groups of leaseholders or individuals as required when we are undertaking major works « Feedback forms issued with your Leasehold Annual Statement. We welcome constructive comments regarding both charges and service provision « Interviews at our offices or at your home, if you have difficulties getting to our offices « Surveys to monitor the services you receive

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0800 652 3900 Leaseholders’ Annual Forum All leaseholders are invited to attend the Annual Forum. Themes include whatever the Leaseholder Customer Services Panel (LCSP) considers most relevant at the time. The LCSP also elects Panel Members at the Annual Forum. Panel Members stay on for a two-year period. The LCSP and the Annual Forum provides leaseholders the opportunity to discuss matters with individual members of staff from PHP.

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0800 652 3900 PHP Board of Directors There are 15 members on PHP’s Board, consisting of: « 5 Councillors from all political parties « 4 tenants and 1 leaseholder « 5 independent people with professional skills to help run the service The role of the Board includes: Scrutinising the effectiveness of PHP Monitoring the performance of PHP Drafting the constitution for PHP Agreeing the Annual Delivery Plan with the Council Approving the budgets Agreeing policies and making decisions on financial matters « Making sure that PHP is run lawfully and ethically « « « « « «

It is the Board’s job to ensure that PHP runs independently from Poole Borough Council and is effective in delivering excellent services.

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0800 652 3900 At Home: Your Magazine The At Home magazine is delivered direct to your door every quarter. Each issue is full of the latest news and information, affecting you and your neighbourhood. Inside you’ll find: « « « « « «

Competitions Kid’s Page DIY advice from ‘Mend-It-Mike’ Readers’ Stories Leaseholder News Your Letters

If you’ve got an idea for an article - maybe you, or someone in your neighbourhood has done something to benefit the community that you would like to tell us about - please call our Communications Officer on 01202 264436 or e-mail enquiries.php@poole.gov.uk. YOUR stories, YOUR estate, YOUR home... ...YOUR magazine

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0800 652 3900 Service charges Each year you will receive a Leasehold Annual Statement that includes an explanation of the charges for each service we provide. In accordance with the Commonhold and Leasehold Reform Act 2002, we will also provide a statement setting out your rights. This will accompany your statement and invoices. What are Service Charges? Service charges cover the costs of the day-to-day services we provide maintaining your building, communal and surrounding area. These can include: « Grounds maintenance « Buildings insurance « Caretaking/cleaning « Lighting (communal only) « Heating (communal only) « Reactive maintenance Service charges can vary from year-to-year and reflect the actual cost of services and payments that have been made by the leaseholder in the preceding year.

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0800 652 3900 On the back of the Leasehold Annual Statement is a breakdown of each service, stating how we have calculated the service costs and any changes in costs of services. How is the charge calculated? A repair done under the service charge would have been carried out in the common parts of the building. For example, the roof, stairwell or lighting in the common areas. The repair costs are then calculated from our schedule of rates and leaseholders pay a proportionate share of the bill, according to the terms of the Lease. The bill is apportioned and paid through your reactive maintenance charge. A Contracts Administration charge is then added, in line with the terms of the Lease.

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0800 652 3900 How can I pay my service charges? There are a number of different ways you can pay your service charges. These are: Direct Debit You can pay your service charges every month directly from your bank or building society account by Direct Debit. You will need to ensure your account allows payments by this method. Ask your bank or building society if you are not sure. If you do not have a bank or building society account and would like to pay your service charges by Direct Debit, please talk to our Income Team about how to set up a Basic Bank Account. If you do have a bank/building society account, it is very simple to set up a Direct Debit. The easiest way is to call the Income Team. We can set up a Direct Debit while you are on the phone, it will only take a minute. You will need your bank details at hand when you call us (bank name, sort code and account number). You can also ask us to send a Direct Debit form to you. You will need to complete and return it to the Income Team at Beech House.

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0800 652 3900 We will always give you notice about any changes in the amount to be taken from your account via Direct Debit. You have the right to cancel a Direct Debit at any time by contacting your bank or the Income Team. If you think we have not given you adequate notice about a change to your Direct Debit, or you dispute the amount taken from your bank account, you have the right to ask your bank for an immediate refund. Your rights are shown on the Direct Debit guarantee. We prefer to collect service charges by Direct Debit as it is the cheapest way for us to collect charges, and it is the most convenient payment method for you.

ALL THE SERVICES OF A BANK, BUT YOU ARE IN CONTROL £ £ £ £ £ £

Savings Accounts Loan Accounts Current Accounts Benefit and Pension Accounts Money Advice Help with budgeting

( 01202 566878 @ info@coastalcreditunion.co.uk : www.coastalcreditunion.co.uk Coastal Credit Union Ltd, 531/533 Christchurch Road, Boscombe, Bournemouth, BH1 4AG

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0800 652 3900 Post You can post a cheque, made payable to ‘Borough of Poole’ to: Financial Services Borough of Poole Civic Centre Poole BH15 2RU Please do not send cash in the post and remember to put your name, address and leasehold account number on the back of the cheque. Post Office You can pay your service charge at any Post Office or Pay Point free of charge using your swipe card. If you would like to pay using a swipe card, please contact the Income Team, and we will send one out with a list of all the payment outlets in Poole. If you use a swipe card to pay your service charge, please make sure you always get a receipt of payment for your records.

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0800 652 3900 Telephone We can take your payment over the phone via an automated service, available 24-hours a day, 7-days a week. ( 01202 672932 You will need a debit or credit card along with your service charge account reference number. You will find this on your statement. Just call the Income Team if you are unsure. Internet If you have internet access you can pay your service charge via the PHP website.

: www.yourphp.org.uk/pay Click on ‘Pay for It’. This is a secure website and you will need a debit or credit card along with your service charge account reference number. If you do not have internet access at home we have computers available for you to use in the Residents Resource Centre at Beech House. Staff are available to assist you if needed. Most public libraries also provide internet access.

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0800 652 3900 What is paid for through the Records and Accounts Charge or Management Fee? The Leasehold Service Charge includes the following, which is covered by the Records and Accounts Charge (or Management Fee): « Dedicated contact through Leasehold Services Officer « Regular consultation meetings « Regular information through the At Home newsletter « Liaison with Resident’s Associations in conjunction with our Resident Involvement Officer « Dealing with enquiries from leaseholders « Statutory consultation under The Commonhold & Leasehold Reform Act 2002 « Home visits to leaseholders on request « Updating residents’ records and change of assignment « Advising leaseholders as to their rights and responsibilities under the Terms of the Lease « Calculating, presenting and collecting Services Charges « Issuing Leasehold Annual Statements « Providing information for Auditors « Liaising with Finance Officers to collate service charges « Negotiating with leaseholders on payment options « Enforcing lease conditions « Collating of costs for individual services « Advising Poole Housing Partnership of budgets « Auditing accounts

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0800 652 3900 « Invoicing leaseholders « Processing repairs orders Contract Administration Charge A Contracts Administration charge is added to the cost of the services provided, in line with the terms of the Lease and covers the following areas: « Planning and managing the service charge contracts « Monitoring contractors’ performance in conjunction with PHP Surveyors « Providing specifications for contracts in conjunction with PHP Surveyors We aim to provide accurate information for you at all times. However, if you do have a financial enquiry please contact the Income Team on 0800 652 3900 or e-mail them at rent.php@poole.gov.uk. If you are experiencing difficulties paying your service charges or would like further information on your payment options, please contact our Helpdesk on 0800 652 3900. Ask to speak to a Leasehold Services Officer or email us at leasehold.php@poole.gov.uk. We are here to help.

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0800 652 3900 General advice Here we provide some information, advice and assistance relating to your Lease. Can I make alterations to my home? You have the right to carry out a number of alterations to your home, such as putting in a new kitchen or bathroom. You must get permission from PHP before starting work as failure to do so could delay or prevent the sale of your home, should you decide to sell. An Alterations Form is available, on request by calling our HelpDesk on 0800 652 3900. Please note that some alterations require Planning and Building Regulation Approval and/or a Structural Engineers Report. For example, if you wish to remove a partition wall or do additional structural work to your home. Asbestos As a leaseholder, you are responsible for any asbestos within your home. Asbestos can be potentially hazardous to health, but only when it is in a poor condition and is releasing fibres into the air.

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0800 652 3900 The use of asbestos as a building material was banned in 1974, and most Council properties were built before this date. It is likely that many properties in Poole built by the Council will contain asbestos in some of their construction materials. The leaflet, ‘Asbestos in the Home’ provides further details, and is available from the Health and Safety Executive (www.hse.gov.uk). If you have any queries or concerns, please contact your Leasehold Services Officer on 0800 652 3900. Buying and Selling What happens when Leaseholders buy and sell an existing leased property? The seller’s Solicitor can request information on a Bournemouth & District Law Society (BDLS) form from us. We complete the form for a fee to ensure staff time is covered by the seller and not chargeable to other leaseholders. The fee is agreed with the BDLS. When the sale is agreed, a Notice of Transfer/Mortgage is sent to our Solicitors by the purchaser’s solicitors within one month of the purchase date.

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0800 652 3900 We are then informed of the assignment, and the new quarterly charge is invoiced to the new leaseholder. Please be advised that PHP DO NOT get involved in the negotiation process. It is entirely the responsibility of the buyers and sellers of the Lease. The seller will be expected to agree to pay for service charges up until the date of sale as part of the sales process. Properties at Willow Park are subject to a retention fee of 0.25% of the purchase price, as well as the Notice of Transfer Fee. The 0.25% fee is a vetting fee and is in the Lease Agreement. This is payable by the seller. The Notice of Transfer is sent to Borough of Poole and is dealt with by Legal Services. Purchasers must satisfy themselves that they wish to proceed on the basis of their own independent legal advice. Employees of PHP will NOT advise on whether a person should purchase a property. The information supplied to prospective leaseholders’ representatives is based upon the facts available to them at the time the enquiry is made.

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0800 652 3900 If you require further information on buying and selling, enfranchisement or extending your lease, please contact the Leasehold Services Officer on 0800 652 3900. Communal Areas We ask that residents respect these facilities both internally and externally as they are for the benefit of all. These include: « « « « « « « « «

hallways staircases bin chutes stores door entry systems washing areas footpaths fencing grass

These require ongoing maintenance and when repairs are required they are recharged proportionately to all leaseholders. Individual residents will be personally recharged only if there is proof that they caused the damage.

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0800 652 3900 Circuit Breakers Your home will have circuit breakers or traditional fuses. Circuit breakers will automatically switch-off the electricity supply if an appliance is faulty or the system is overloaded. If this occurs check to find out which appliance is causing the problem and disconnect it. Then, reset the switch to ON. DO NOT RECONNECT THE FAULTY APPLIANCE UNTIL YOU HAVE HAD IT CHECKED BY A QUALIFIED ELECTRICIAN. Electrical Safety If you are a new leaseholder you will need to call Southern Electric on 0870 905 0806 to find out who supplies the electricity to your home, so that they can arrange for your supply to be connected. You will need to give at least one week’s notice for the connection to be provided. Ideally, you need to contact them as soon as you know that you are moving in. All charges relating to the use of electricity are your responsibility. Please be aware that it is illegal and unsafe to sell electricity from your home supply.  HBLH0408 M Gen Advice.indd 5

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0800 652 3900 Flooding If there is a risk of flooding at your property, then it is up to you to protect yourself, your family and the contents of your home. If your home is flooded you should: « Have your gas and electricity checked before use « Boil all tap water until it has been declared safe « Avoid contact with floodwater; it may be contaminated « Contact the insurers of your home and contents « The Council is only responsible for the insurance of your building Frozen Pipes To prevent frozen pipes in cold weather make sure that: « Your home is properly heated « Heating is on low if you are out or away from your home « All pipes are lagged (kept warm with insulating material) If any of your pipes do freeze, turn-off the water supply at the stop-cock and drain down the system by turning on all the taps until there is no more water coming through. The supply can be turned on again once the pipes have thawed.

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0800 652 3900 If, despite these precautions, a pipe does burst: « Turn-off the water supply at the stop-cock « Turn-off the electricity supply at the mains as there may be a danger of water seeping into the electrical circuits « Turn-off hot water boilers « Drain the system « Call a qualified plumber to attend to the damaged pipe work Loft spaces in blocks of flats do not form part of the leaseholders property and are therefore the responsibility of PHP to adequately insulate. If you are not occupying your home permanently or it is vacant, then we would advise you to protect pipework adequately to prevent frost damage. Fuses If an electrical appliance stops working or a light goes out, it may be because a fuse has blown. Replacing blown fuses is your responsibility, unless the electrical distribution system to the block is causing the problem. In this case it is then the responsibility of PHP and you should call us immediately.

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0800 652 3900 How to change a fuse 1. Switch off the main supply 2. Unplug the appliance that you think has caused the fuse to blow 3. Check the fuses in the fuse box to see which one has blown 4. Replace the blown fuse with a new fuse of the same amperage 5. Switch the main supply back on If the fuse blows again repeat the process and disconnect another appliance until the fault is traced If an appliance is unsafe, DO NOT touch it, and call a qualified electrician.

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0800 652 3900 Gas Safety If you are a new leaseholder you will need to call the meter helpline on 0870 608 1524 to find out who supplies the gas to your property, so that they can arrange for your supply to be connected. If you smell gas or suspect a gas leak: « Do not use the phone inside your home, not even a mobile, as it may cause a spark which could cause an explosion « Call 0800 111 999 immediately « Use a phone outside your home « Turn off the gas at the mains and open doors and windows « Do not smoke or switch anything electrical on or off Please ensure that you regularly service your own gas fittings. If you are a landlord sub-letting your property, you are required by law to have in place a Landlord’s Safety Certificate (CP12), which is renewable on an annual basis.

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0800 652 3900 Insurance The policy is for Buildings Insurance only and a block policy covers all PHP managed residential properties. There is an excess of ÂŁ250 on each claim made. If you need to make a claim you should contact our HelpDesk on 0800 652 3900 for further information. In the event of a claim, you will be requested to provide a detailed incident report and a quotation, which when received by PHP, will be forwarded to the Insurance Risk Manager at the Borough of Poole. The decision as to whether a claim is valid is that of the Insurance Company and not PHP or the Borough of Poole The Council or PHP does not insure your personal belongings; it is your responsibility to insure the contents of your home. While it is your choice to have insurance or not, we would strongly recommend that you do insure your belongings as accidents do happen. You may wish to consider the low cost home insurance scheme recommended by the National Housing Federation, My Home Contents Insurance.

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0800 652 3900 Noise All PHP residents and leaseholders are asked to respect their neighbours, and to play music and or to listen to the television at a reasonable level of volume and at reasonable times. In some cases, it may be advisable to consider using headphones. The fitting of hard or laminate flooring can amplify sound, and must be laid using suitable sound deadening materials fitted underneath. Pets We expect you to look after your pets in a responsible way. They must not cause a nuisance to your neighbours, for example by creating a lot of noise or excessive smells. If a pet does cause a nuisance then we may request for it to be removed. It is important that you clean up after your pets, dogs in particular. Many areas have special red bins for the disposal of dog faeces. It is an offence punishable by a fixed penalty notice if you do not clean up after your dog.

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0800 652 3900 If you are purchasing a leasehold property then serious consideration should be given to the suitability of the accommodation if you have pets as they may cause a nuisance. Disposal of Rubbish Take care when disposing of rubbish, especially glass and tins. Broken glass should always be wrapped in newspaper/ cloth before disposal. If your block has a refuse chute, please use it. Do not leave rubbish beside the chute, where people may trip or cut themselves on it. We expect you to dispose of your rubbish carefully. Please make sure that you put your rubbish in the appropriate bin for the refuse collectors to collect. Please tell us if someone has dumped rubbish on your estate. We will move the rubbish and charge the person who is responsible, if we have proof. There are bins for recycling around the area so please try to maximise their use and follow the instructions provided.

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0800 652 3900 Sub-letting your home Under the terms of your lease you can sublet your home; in other words rent it to someone else. However, if you have a mortgage you should check with your lender that your mortgage conditions allow you to do so. Subletting is NOT permitted if you are purchasing a property at our Willow Park scheme. Occupation must be by the leaseholder. Purchasers should be over 60 years of age or in the case of a couple, one of the joint purchasers must be the qualifying age. You must tell PHP if you decide to sublet your home. Contact your Leasehold Services Officer on 0800 652 3900 so that we can update your contact details. If you are using a letting agent we also need to know their details. You must provide contact details to allow us to serve notices and invoices relating to your property, including service charge bills and consultation notices. You must also give us emergency contact details such as a phone number and email address in case we do need to contact you urgently.

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0800 652 3900 There are no restrictions on subletting but you must sublet your flat on similar terms to those of your lease. Sub-letting and anti-social behaviour We take anti-social behaviour very seriously and will take action against those who cause any disturbance. As the leaseholder you are responsible for the behaviour of your tenants and their visitors. You must make sure your tenants do not cause a nuisance or disturbance in the flat, in the building or on the estate and surrounding area. Nuisance or disturbance includes harassing other residents or visitors to the area. If your tenants or their visitors behave in this way, you will be breaking the terms of your lease conditions and we will take the appropriate action against you as the legal owner of the property. This may include legal action to get an injunction against you as the leaseholder and you may lose your home.

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0800 652 3900 Examples of unacceptable behaviour that could cause us to take action against you include: « Loud and continuous noise from the flat caused by music or parties « Shouting, DIY at unacceptable times, slamming doors and barking dogs « Noisy activity in shared areas « Dumping rubbish « Vandalism and graffiti « Drunken behaviour « Actual violence or threats of violence « Abusive language or behaviour « Damaging property If your tenant causes any problems for other residents or our staff, we will contact you and tell you to stop your tenant causing the problem. If you don’t speak to your tenant, or if your tenant ignores you and continues causing a problem, we may charge you for the time our staff spend dealing with your tenant and sorting out these problems. We may even take legal action against you. The contract you have is between you and PHP.

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0800 652 3900 Vandalism Vandalism should be reported to the Police and PHP. Where possible a Police Crime Report Number should be obtained from the Police, so that those responsible can be recharged and/or prosecuted. Water Make sure you know where the stop-cock is for turningoff the main water supply. If your water supply is cut-off for any reason, turn-off all the taps and keep sinks and baths unplugged. This will prevent any flooding when the water supply is restored. Please remember to always turn-off your water supply and open taps before going on holiday.

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0800 652 3900 Repair call out times Emergency Call-Out Outside normal working hours, where there is imminent danger to you or your home. Please call 0800 50 60 50. Emergency Maximum response time of 4 hours during normal working hours where there is a danger to you or your home. All others are done within 24 hours. Urgent Work to be carried out and completed within 3 working days Routine Work to be carried out and completed within 20 working days

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0800 652 3900 Making a complaint We aim to provide our services quickly and efficiently and meet our service standards but occasionally things can go wrong. You will find our service standards in the Service Standards: Our promises to you section of this handbook. Please tell us if you are not happy with something and we will do our best to put it right, and to make sure we don’t do the same thing to you or someone else. We would also like to know if you are pleased with us as our staff take pride in their work, so it means a lot to us when someone tells us that we got it right. This helps us to find out which parts of our services work well. What if I have a complaint? If we fail to meet our service standards, which are our promises to you, then you should complain to us.

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0800 652 3900 What can I expect from PHP when I make a complaint? « Our staff will be polite and give you their name « We will use everyday language and avoid jargon « We will speak to a relative or friend if you want us to « We will provide information in large print, on a tape or in a different language if you need it « We will provide an interpreter or someone who can do sign language if you need us to Who should I contact? You can contact the person who has been dealing with you, but if you do not want to do this, ask for the name of their manager. You can also contact our Head of Best Value and Performance who deals with complaints for PHP. ( 0800 652 3900 @ comments.php@poole.gov.uk

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0800 652 3900 How do I contact PHP to make a complaint? You can contact us to make a complaint: « By phone either to the person you have been dealing with or to our Head of Best Value and Performance « In person, by calling in to our offices. Details are in the How to contact us section « By letter to the person you have been dealing with or to our Head of Best Value and Performance « By e-mail: comments.php@poole.gov.uk What if I want to take the complaint further? If you are not happy with our response to your complaint, you can take it further by contacting (in order): 1. The Chief Executive of PHP 2. The Local Government Ombudsman If you are not happy with the response from each of the above you may take it on to the next person. A copy of our complaints procedure is available on request. Just call 0800 652 3900. You may also wish to contact The Citizens Advice Bureau for independent advice. Please see the Other useful contacts section for details on how to contact The Citizens Advice Bureau.

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0800 652 3900

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0800 652 3900 Glossary of terms Annual Service Charge This charge covers the day-to-day repairs and maintenance and any services provided. Capital Fund An interest-bearing account for leaseholders to pay money into. Leaseholders can draw on the funds to help pay for major items of expenditure within the first 5 years of their lease. Common Parts Reserve Fund Leaseholders contribute money to the fund as part of their service charge. Funds are held in an interestbearing account. Like the Capital Fund, leaseholders can draw on the funds to help pay for major items of expenditure. This is specific to Willow Park. Commonhold and Leasehold Reform Act 2002 Act of Parliament that entitles the leaseholder to be fully consulted on works proposed to their home. Deed of Variation There are many different types of deeds of variation whereby the terms of an existing agreement, e.g. a lease, are varied by agreement between Poole Housing Partnership and you. You must pay all fees and disbursements for a Deed of Variation.

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0800 652 3900 Demised A part of the property specifically INCLUDED in the sale of the property, which is the leaseholders responsibility to maintain or replace. Typically this can be the windows and/or main entrance door to your flat. See lease for details. Non-Demised A part of the property specifically EXCLUDED from the sale of the property, which remains the responsibility of PHP to maintain or replace. Typically this can be the windows and/or the main entrance door to your flat. Leaseholder/Lessee A person who buys a flat or maisonette from the Council on a long lease (usually 125 years). The Council owns the land and the building and will normally still remain your landlord. Your lease gives you the right of possession, and the right to live in the property for the term of your lease but you may sell the property during that time. Non-Resident Leaseholder A person who buys an ex local authority flat or maisonette from the open market on a long lease (usually 125 years), giving them the right of possession, but choose not to live in the property. Reactive Maintenance Charge A proportional charge for minor day-to-day works on communal areas, serving a particular lease property.

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0800 652 3900 RTA A Recognised Tenant’s Association. Please contact the Poole Housing Partnership Resident Involvement Team on 0800 652 3900 for details of RTA’s in your area. Service Charge Poole Housing Partnership is responsible for the upkeep of the structure, exterior and communal parts of the block and for providing services. We will recharge to leaseholders, a proportion of the costs that are incurred in providing these services. This is called a service charge.

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0800 652 3900

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Leaseholder Handbook