Severnside Housing — Tenants' Handbook 2016 Edition

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Tenants’ Handbook 2016 Revised Edition

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Contents

Contents 1. Welcome

Page 3

2. Moving in

Page 4

3. Safety and security

Page 7

4. Paying your rent

Page 10

5. Money matters

Page 14

6. Having your say

Page 15

7. Maintaining your home

Page 19

8. Your rights and responsibilities

Page 32

9. Housing with support

Page 40

10. Moving on

Page 43

11. Useful contacts

Page 46

Contact us: Call: 01743 285000 or 0300 300 0059 Visit: Severnside Housing, Brassey Road, Old Potts Way, Shrewsbury, SY3 7FA. Email: enquiries@severnsidehousing.co.uk Website: www.severnsidehousing.co.uk

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Severnside Customer Service Office 01743 285 000 or 0300 300 059

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Welcome

1. Welcome This handbook aims to give you some useful information about your home, your tenancy, and the services Severnside provides.

It tells you about your rights and responsibilities as a tenant of Severnside, and sets out what you can expect from us as your landlord.

It has been written and designed with the help of tenants, to make sure that it contains information that is useful to you, and answers some of the most frequently asked questions.

If you need any more information about topics covered in this handbook, we have a series of leaflets which explain things in more detail. These are available from our Brassey Road offices.

The leaflets are also on our website, which contains information about a wide variety of topics. Our website address is: www.severnsidehousing.co.uk If you cannot find what you are looking for, or have extra questions, please don’t hesitate to get in touch by calling 01743 285000 or 0300 300 0059, popping in to our offices, or sending us an email to enquires@severnsidehousing.co.uk We hope you find this handbook useful, but don’t expect you to read it from cover to cover straight away, so please hold on to it for future reference.

Sarah Boden, Chief Executive Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Moving in

2. Moving in What you can expect from your home Your tenancy agreement Gas, electricity and water supplies Heating and hot water Insurance What you can expect from your home We worked with residents to agree a ‘lettable homes’ standard.

Before we rent any property it must meet the standard, which includes being clean, secure and in a reasonable state of repair.

Your tenancy agreement When you moved into your home, you will have been asked to sign a tenancy agreement. This is a legal document that sets out what you can expect from us as your landlord, and what responsibilities you have. Please read the section of this handbook called ‘Your rights and responsibilities’ to find out more.

Once you have read your tenancy agreement, keep it somewhere safe, perhaps with this handbook.

There are different types of tenancy and your agreement will make clear which applies to you:

Assured tenancy The majority of Severnside tenants are assured tenants. If you are transferring from another Severnside property you will be given an assured tenancy. This type of tenancy means that you have a legal right to remain in your home as long as you keep to the terms of your tenancy agreement. We cannot evict you unless

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Moving in you have broken part of your agreement with us and we have a court order to do so.

Starter tenancies If you are a new Severnside tenant, you will initially be given a starter tenancy. This usually lasts for 12 months after which time you will be offered an assured tenancy. If during the starter period you break your tenancy agreement in any way, the tenancy will be ended and you will have to give up your home.

Affordable rent fixed term tenancies Affordable rent tenancies are different to assured tenancies in that the rent will be charged at 80% of the market rate.

Affordable rent tenancies are offered for a fixed period of time (usually five years), rather than a longer term assured tenancy. A fixed term is preceded by a probationary term or starter tenancy which is a 12 month fixed term.

Joint tenancy You and your partner can apply to become joint tenants of your home. Each joint tenant is jointly and individually responsible for keeping to the conditions of the tenancy agreement. That means that if one tenant breaks a tenancy condition, the other can also be held responsible. Please talk to your neighbourhood officer before deciding whether or not to become joint tenants.

Gas, electricity and water supplies The supply of gas, electricity and water to your home is your responsibility. That includes dealing with any fittings such as water meters.

You can find out which utility companies previously supplied the property by calling providers. Read the section ‘Useful contacts’ for telephone numbers.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Moving in Let the suppliers know as soon as possible that you have moved in and give them the meter readings. We recommend that you also keep a note of the meter readings for your own records.

These can then be checked against your own bill.

Heating and hot water Central heating systems will be checked by a qualified engineer and tested during the time the home is empty to make sure they work safely and correctly. We also check the electrical installations for your home to ensure correct installation.

All Severnside gas installations and appliances will be checked

by Gas Safe Register engineers to ensure they are correctly fitted, safe to operate and meet current regulations.

Please note that tenants are responsible for their own gas appliances, and should arrange for these to be serviced annually.

Insurance Severnside insures your home, but not your contents.

We strongly recommend that you take out home contents insurance. This must cover all of the items in your home, such as electrical appliances, furniture, jewellery and other valuables.

Otherwise, if there is a fire or a flood, or you get burgled, you could lose everything you own.

You may have found it difficult to get insurance from mainstream insurers. There are several schemes designed to provide contents insurance for tenants living in social housing. They offer peace of mind that, should the worst happen, you are covered.

Please contact us on 01743 285000 or 0300 300 0059 to find out more or to ask for a leaflet on available schemes.

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Safety and security

3. Safety and security Fire safety Gas safety Burst or leaking pipes Keeping keys safe Security Home safety advice and tips We want you and your family to stay safe and secure. These tips could save your life or those of your family or neighbours. More home safety tips are available at http://bit.ly/1m4pUtB

Fire safety Please read through the following checklist to help keep you, your family and your home safer from fire.

• Fit smoke alarms on every level of your home • Test the batteries in your alarm once a week. Never remove them • Avoid leaving children in the kitchen alone when cooking on the hob – keep saucepan handles out of their reach • Keep matches and lighters away from children • Take care when cooking with hot oil • Do not overload sockets with multiple plugs or extension leads • Switch off as many electrical appliances as possible at night and if you go away • Put out cigarettes and candles properly.

• Ensure candles are secured in a proper holder and kept away from curtains or fabrics • Plan an escape route that everyone in the house knows • Does everyone in the home know where the door and window keys are?

• Don’t tackle fires yourself – get out and stay out and call 999 Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Safety and security • Check your home before you go to bed and close inside doors at • • • •

night to prevent a fire from spreading All fires and heaters should be guarded (do not dry clothes on them).

Do not smoke in bed.

Do not misuse fire extinguishers provided in communal areas.

Only use communal area fire extinguishers if you know how to operate one and are sure it is the right one for the type of fire (see the chart on http://bit.ly/1nw5AUF).

More information on fire safety tips and making a Fire Evacuation Plan is available on the Severnside Housing website at http://bit.ly/1nw5AUF Remember: • If your smoke alarm goes off in the night, don’t investigate – wake others and get out • Don’t open any doors that feel warm • Keep escape routes clear • Don’t stop or go back for anything – phone the Fire Brigade • If you can’t get out, stay together in one room, close the door and wait to be rescued.

Gas safety If gas appliances become faulty those using them are at risk of carbon monoxide poisoning. Carbon monoxide is a colourless, odourless gas which can kill.

To keep you safe from carbon monoxide poisoning, we will arrange for your gas pipework and central heating systems to be serviced every year.

We will contact you in advance to arrange an appointment. Please keep your appointment and let the gas contractor into your home so they can ensure your safety.

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Safety and security It is part of your Tenancy Agreement that you allow us access to your home to carry out this important safety check every year.

Failure to allow us reasonable access is a breach of your Tenancy Agreement and could result in legal action being taken against you.

If you smell gas, call the National Grid on freephone 0800 111 999, and: • Put out cigarettes • Open doors and windows to let the gas escape • Turn off the gas supply at the meter • Don’t use any naked flames • Don’t use electrical switches as the spark could ignite the gas.

Burst or leaking pipes Extreme cold weather or faults can cause water pipes to burst or leak. If you spot a leak use your stopcock to turn off the water then report the problem to the Severnside Customer Service Offices.

Keeping keys safe Please make sure you have a spare key and keep it in a safe place. If you have a relative who lives nearby, it can be useful to leave it with them. Severnside can arrange to have keys cut for you, but there is a charge for this service.

Security Do not allow any strangers into your home without first seeing some form of identification. All Severnside staff, or those working on behalf of Severnside, will show identification at the door. If you are unsure, please call us before letting them in.

Home safety advice and tips Severnside Housing has information available on a wide range of home safety topics. Ask Customers Services or visit http://bit.ly/T2VT6q Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Paying your rent

4. Paying your rent Rent payment When rent is due How rents are set Service charges As a not-for-profit organisation, the rent money received by Severnside goes back into improving and maintaining homes and communal areas, as well as helping us to run the organisation.

Rent payment When you start your tenancy agreement, you will be given your unique Allpay swipecard. You can use this card to pay your rent in the following ways: • By phone calling our Customer Services Team on 0300 300 0059.

• By visiting our Brassey Road office and using the ATM to pay via cash or cheque.

• Through PayPoint points that are located in the Post Office and some shops.

• By Direct Debit. Call Customer Services for forms and they will assist you through the process.

• Though your smartphone. Download the Allpay App and pay your rent quickly and easily with your 19 digit Allpay reference number, which is found on the front of your Allpay swipecard.

• Online at www.allpayments.net • Over the phone: You can pay your rent using your debit/credit card, along with your Allpay swipecard, over the telephone. Call the interactive voice response service on 0870 243 6040.

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Paying your rent When rent is due

Rent is due fortnightly in advance, depending on your tenancy agreement. There are normally four collection-free weeks each year. These are usually the two weeks around Christmas and the last two weeks in March, however if you are in arrears you are required to pay your rent during these periods. Collection free weeks do not apply for those Tenants or Customers whose homes transferred from Touchstone Housing Association or Midland Heart. Details of all payment dates are sent out with rent variation letters in February. At the end of the financial year you will receive a rent statement.

How rents are set The total weekly rent for your home is shown on your tenancy agreement and is reviewed every February for amendment on the first Monday in April. You will be given four weeks’ notice of any changes to your rent and have the option to end your tenancy if you do not wish to continue this at the new charge.

The rents we charge are calculated using the Government’s direction to the Housing Sector Regulator of May 2014. All housing associations and councils have to follow this to set their rents. The policy takes into account the size and value of the home and the average local earnings. We will not increase rents by more than the government guidelines set for all Housing Associations.

Service charges What are service charges?

Service charges cover the cost of any extra services we provide and are in addition to your normal weekly rent. Not everyone pays service charges and the cost can vary depending on how many services you receive.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Paying your rent Service charges are covered under the terms of your tenancy agreement and we will explain what extra services – if any – you are being charged for when you start your tenancy agreement.

The total cost of the services being provided is shared between all those who use them. Please see the list below for examples of different services we provide that you may be charged for.

What services do we charge for?

We provide a wide range of extra services and the services you receive will differ depending on the type of property you live in, where you live, and the type of tenancy agreement you hold with us.

The following list shows examples of some, but not all, of the services we provide: • Heating and hot water • The cost of a warden/supported housing officer • TV aerials and sky dishes • Door entry systems • Un-adopted Roads/paths • Grounds maintenance/gardening services • Electricity supply • Lighting maintenance • Specialist adaptation servicing • Hard standing/garage area (car park space) • The cleaning of communal areas • Fire equipment protection servicing • Management fee.

How are service charges calculated?

The total cost of the service provided is shared equally between all the properties who access, make use of, or benefit from the service being provided.

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Paying your rent We ensure these charges are fair for everyone by using a mix of fixed and variable yearly charges.

Variable charges At the start of the year we calculate what we think providing a particular service will cost. We then share this cost between all those receiving the service. These costs are monitored throughout the year and any adjustments (increases or decreases) are carried through to the following year.

Our services are monitored regularly to ensure we continue to provide good value for money.

Fixed charges Fixed charges are costs that do not change or fluctuate through the year.

We know at the start of year what the cost will be for providing this service to you for the year and we share the cost equally to all those who receive that service.

Even if Severnside incur a price increase during the year, your price remains fixed and you will not be charged anything further.

When will I be told about any price charges?

We will notify you in March of each year of any changes to your service. Any increases in cost will be implemented by the end of May at the latest.

How can I find out more information?

If you would like more information on service charges and how they are calculated please contact the Customer Service Office.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Money matters

5. Money matters Where to get help Welfare benefit money advice and support Changes in benefits and to the cost of living can make it hard to manage your money. Rent is likely to be your biggest spend and the most important.

Where to get help If you are having difficulty paying your rent, or think you may run into problems, let us know immediately. We can then put together a payment plan to clear, or avoid, rent debt.

Our Employment and Money Advice Service offers free advice on managing your money including helping you access benefits and reduce any debts. Contact Customer Services for more information.

You can also contact Citizens Advice who could offer further advice.

If you do not pay your rent and do not respond to our attempts to help, we will use the courts to recover any money owing. This will not only put your home at risk but will also involve court costs which you may have to pay. We may also start eviction proceedings as a last resort.

Welfare benefit money advice and support Our Employment and Money Advice Service can help you understand your Welfare Benefits. Call them on 01743 285000 or 0300 300 0059. You can also speak to Shropshire Council’s Benefits Service by calling 0345 678 9001 or emailing benefits@shropshire.gov.uk

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Having your say

6. Having your say How to get involved Tenants’ Resource Centre Tenant consultation Questionnaires and surveys Estates Walkabouts Pillar Complaints and feedback How to get involved We believe tenants play a vital part in our work to improve homes and services. We always want to hear your views and give us a chance to get involved in your community in ways which suit you.

Contact our customer services centre if you would like more information on becoming part of an online group that will give regular feedback on the quality or development of customer based services and support.

Tenants’ Resource Centre Visit the Tenants’ Resource Centre to find out about Severnside events, including: training courses; opportunities for young people; local groups; and energy saving tips and advice. You can also enjoy free tea and coffee and internet access. The centre is at Severnside’s Brassey Road offices, next to Reception. It’s open to all tenants during our usual office hours (Monday – Wednesday 8.30am – 5pm, Thursday 10am – 5pm, Friday 8.30am – 4.30pm).

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Having your say Tenant consultation We are committed to consulting with residents before making decisions. Our consultation process means that all tenants affected by a proposed change will be consulted in good time, and all views taken fully into account. In some cases, where we are reviewing a particular service, we will invite tenants to join a focus group. This could be a virtual group with views collected through surveys and phonecalls rather than being required to attend meetings. This enables us to hear first hand the views of tenants as we discuss proposed changes.

Questionnaires and surveys Another way in which we may consult with you is through questionnaires and surveys. These may be on a particular issue, or about how you feel in general about our services. If you receive a questionnaire or survey, please take the time to fill it in as the feedback helps us improve our services to you.

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Having your say Estates Walkabouts We hold regular Estate Walkabouts in all areas where we have homes. Dates and details of the walkabouts can be found on the Severnside website, or by ringing our Customer Services Office.

They’re a chance for residents to meet with their neighbourhood officer (and often police and council staff) to discuss concerns about the area. This could be anything from street lighting to dog fouling. After each walkabout an action plan is made to tackle any issues. The action plan will include who is responsible for resolving each issue and a timescale to work to. A copy is sent to everyone who took part and information is available on our website.

Pillar The latest Severnside news is covered in our magazine called Pillar. It is available twice yearly and includes information, advice and updates. To have your say on what is included in Pillar you can join the editorial board, contact us to find out more. Pillar is available in a variety of formats, please contact the Customer Services Office if you would like to receive Pillar in a different format.

Complaints and feedback Everyone at Severnside Housing tries to provide the best service possible. There may be times when you feel this hasn’t happened. If so, we want to know. That way we can try and resolve the problem, as well as making sure our services improve in the future.

We have a clear procedure for complaints and we also follow the Chartered Institute of Housing’s (CIH) Complaints Charter. You can make a complaint in the way that suits you – write a letter, telephone us, visit our offices, send us an email or fill in one of our complaints forms.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Having your say If we have completed our complaint process and you are still not satisfied you may wish to see if your complaint can be resolved locally, by asking for the assistance of your Member of Parliament, a local Councillor or a recognised Tenant Complaint Panel.

As a final step, you may be able to ask the Independent Housing Ombudsman Service to review your complaint. The Housing Ombudsman Service can be contacted on 0300 111 3000 or visit their website at www.housing-ombudsman.org.uk We also like to hear if we’ve done something right. To give feedback on our service call 01743 285000 or 0300 300 0059.

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Maintaining your home

7. Maintaining your home Who is responsible for repairs to my home?

Will I have to pay for repairs?

How to request repairs What information do I need to give when requesting repairs?

Inspections How soon will the repair be made?

Improvement works Cyclical maintenance Grounds maintenance Making the repair Damage to your home Common problems Condensation Dealing with mould Our homes meet the Government’s Decent Home Standard.

This ensures you have a home that is in good repair; has reasonably modern facilities and can be heated.

To make sure our homes continue to meet the standard we will carry out certain repairs and improvements. We also want to share advice on how to maintain your home to avoid common problems such as mould and condensation.

We want to maintain your home as best we can, and rely on you to help us by reporting repairs quickly and allowing us into your homes to carry out the necessary works.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Maintaining your home This section helps you find out about: what we repair and how to arrange this; how to maintain your home and who is responsible for work on your property.

Who is responsible for repairs to my home?

Looking after your home is a two-way responsibility. We are responsible for most, but not all repairs. It is up to you to take care of your home and to report any faults or issues as soon as possible and allow us access to undertake any necessary repairs.

Our responsibilities We are responsible for repairing and maintaining the following: • The structure and exterior of the property (inc roofs, walls, chimneys, foundations) • Drains, gutters and downpipes • Doors and windows • Baths, basins, sinks and toilets • Electrical wiring and fittings • Gas pipes, water pipes, tanks and cylinders • Central heating installations • Kitchen units and work surfaces • Internal walls, stairs, skirting boards, doors, door frames, floors, ceilings and plasterwork • Fixed floor finish provided by us • Communal entrances, halls, lifts, stairs and other communal facilities • External decor • Paths, passageways, steps and ramps owned by us, which provide access to the property • Boundary walls, fencing and gates as designated within our fencing policy.

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Maintaining your home

Your responsibilities You must keep the inside of your home in good repair and well decorated. You are responsible for repairing and maintaining the following: • Internal decor • Repairing equipment fixtures and fittings you have fitted inside / outside your home • Replacing light bulbs, electric plugs, fluorescent tubes and starters (except those in communal areas or concealed lighting units) • Washing lines, post and rotary driers (unless in communal areas) • Replacing keys / fobs that are broken or lost or when you have been locked out • Replacing cracked or broken glass (except where Severnside Housing accept responsibility) • Replacing plugs and chains to baths, basins and sinks • Replacing toilet seats • Blocked sinks and basins (except where the whole waste system is blocked) • Blocked gullies (except where main drains are blocked) • Taking steps to prevent water in pipes and tanks freezing • Minor plaster defects • TV aerials and satellite dishes (unless communal) • Servicing, repairing and maintaining your own appliances such as cookers and washing machines • Maintaining battery-operated smoke alarms • Replacing bolts to gates and doors.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Maintaining your home Will I have to pay for repairs?

You will not have to pay for repairs that are our responsibility.

However, if you, a visitor to your home or your pet cause damage to the property you will be responsible for the cost of the repairs.

This includes repairing damage caused by DIY, unblocking drains that have been misused, replacing locks when you have lost keys and where you have neglected your home.

You may also be recharged if an Out of Hours repair has been carried out which was not deemed to be an emergency.

You may also be charged a call out fee where you have failed to provide access for which a confirmed appointment had been made.

How to request repairs You can request repairs to us in a number of ways: Visit the Brassey Road office or call us Text the word ‘REPAIR’ and your message For emergency and out of hours repairs call: For Gas repairs and servicing, call PH Jones Non-urgent repairs can be reported online or via email

01743 285000 or 0300 300 0059 07779 156156 01743 360945 0800 316 2104 or 01743 719051 www.severnsidehousing.co.uk repairs@severnsidehousing.co.uk

What information do I need to give when requesting repairs?

When requesting repairs it is important that you give us as much information as you can to help us order work as quickly and accurately as possible.

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Maintaining your home When requesting repairs, we will ask you: • Your name, address and contact telephone number; • The details of the issue or fault and where it is – the more detail you can provide, helps us to accurately diagnose the fault, prioritise the repair and send the correct contractor / tradesperson • Access arrangement along with the times when it is convenient for us to carry out the repair • Any special circumstances; • Any other important information (for example a crime reference number if the damage is a result of from vandalism to your home).

Inspections Sometimes, your reported fault may need to be inspected to determine the exact nature of the repair. Where this is the case, we will make an appointment for a Surveyor to carry out an inspection and to identify what work needs to be carried out.

Appointments We will offer appointments at the first point of reporting, for all non-emergency repairs where access is required. If you have a mobile phone and your number is registered with our texting solution, you will receive confirmation of the appointment made and reminders the day before the appointment and again on the morning of your appointment.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Maintaining your home How soon will the repair be made?

How quickly we deal with repair work depends on how serious it is. We have three categories: Repair type – EMERGENCY Description – things that present a health and safety risk and/or cause real danger to people or property.

Timescale – attendance within four hours to make safe and complete within 24 hours Examples include • Gas leak • No water Burst pipe, cylinder or tank Major electrical fault or total loss of power Total or partial loss of heating (winter months only) Blocked toilet (providing you only have one) Blocked drains that may cause flooding Flood or storm damage, missing drain covers Multiple failure of internal lighting to communal areas Broken lift, breaches of security to outside doors and windows • Offensive or racist graffiti.

• • • • • • • •

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Maintaining your home Repair type – URGENT Description – things that cause significant inconvenience but are not a health and safety risk Timescale – within 3 working days Examples include • Partial loss of electrical power • Total or partial loss of heating • Partial loss of water supply • Blocked sink, bath or basin • Water leaks • Loose or detached banister or handrail • Rotten timber flooring of stair tread • No hot water.

Repair type – ROUTINE Description – minor repairs that can be annoying but are not urgent Timescale – 14 days Examples include • Adjusting internal doors • Plaster repairs • Replacing glazed tiles • Repairs to kitchen units • Replacing cracked sanitary ware • Tap repairs • Repairs to fences, gates and footpaths • Minor electrical repairs • Joinery repairs • Floor repairs.

All other works are generally outside the scope of the repairs service.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Maintaining your home Minor planned repairs These are repairs that need planning due to the nature of the work required. They will often be undertaken in groups as it is more cost effective to carry out works of the same type at the same time. We aim to complete these repairs within 90 calendar days although in some circumstances they may be undertaken as part of an annual programme. Appointments are available for repairs inside your home.

Examples include: • Kitchen alterations • Replacement of fences, walls and gates that fall under our responsibility • Large areas of plastering • Major / partial re-roofing works • Substantial repair / replacement of footpaths • Replacement of floor coverings.

Major repairs This includes major structural repairs, repairs to underground drainage and repairing fire damage. Before we can do these repairs, we will usually need to arrange a survey to see exactly what needs to be done. If there is structural damage to the building, we may need to monitor the building for a period of time. In serious cases like these, we do not set targets for completing repairs, but we will carry out the repairs as quickly as we can.

Improvements works Our planned programme of improvement works is developed from the information that we hold about our housing stock.

Programmes are based on the age, life cycle and condition of components such as kitchens, bathrooms and heating systems.

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Maintaining your home Customers can usually remain in residence while these works take place. Works under this category include: • Fitting new kitchens and bathrooms • Installing new heating systems • Fitting external doors and windows • Replacing pitched and flat roofs and vents • Replacing fascias, soffits, gutters and downpipes • Installing roof and wall insulation • Installing new lifts and new door entry systems • Electrical rewiring • Installing digital aerials • Working on new sewage treatment plants or new water and gas supplies • Installing level access showers, ramps, extension to accommodate aids and adaptations (funded via Disabled Facilities Grants), new water and gas drainage works • Major structural works as a result of subsidence e.g. major cracks in walls, floors etc.

Other planned works These works include: • Security fencing and gates • Landscaping • Drying areas and recycling bins • Footpaths • Car parking • Fire risk such as new fire doors • New smoke and heat detectors • Asbestos removal • Bin stores.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Maintaining your home Cyclical maintenance To ensure the safety and well-being of our customers, each year we undertake essential works, checks and servicing such as gas, oil, solid fuel and smoke detector servicing and repairs, electrical testing, cleaning up estates, gutter cleaning, winter gritting, testing and legionella treatment, testing and repairing communal lifts and individual stair lifts, painting, maintenance to un-adopted roads and car parks, servicing and maintenance to sewage treatment plants, asbestos surveys. We also maintain play areas and equipment, and maintenance to garages.

Grounds maintenance Communal areas around Severnside homes are maintained by a contractor, appointed by Severnside to work on our behalf.

This work mainly includes maintenance to trees, hedges and shrubs, mowing grassed areas, collection of grass cuttings, installation of benches, installation of anti-vermin compost containers and litter picking.

Making the repair You can help us carry out repairs quickly by allowing us access to your home and letting us know if you’re not able to keep an appointment.

We will aim to arrange appointments at a convenient time and unless it is an emergency we will not start work at your home before 8.30am and will finish by 5pm, Monday to Friday.

All our tradespeople, including any contractors working for us, carry identity cards. Always ask to see this before letting anyone into your home and call us if you have any concerns. A genuine tradesperson will wait while you do this.

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Maintaining your home We will take care of your home and possessions and treat you with respect as we work. This includes not smoking in your home and keeping noise to a minimum.

To help us do our job we ask that residents: do not smoke in rooms we’re working in; keep children and pets supervised and follow health and safety advice we give during the works.

Residents are also asked to kindly allow reasonable access to their toilet facilities. This is appreciated as it reduces the need for operatives and contractors to move off site.

Damage to your home We are not responsible for any repair or replacement needed because of damage or neglect to your home caused by you, anyone living with you, your visitors or your pets. We will charge you for any work we do to any property that is damaged in this way.

Sometimes, the type of work we undertake will cause damage to decorations. This is unavoidable and, wherever possible, we will tell you beforehand that there is likely to be damage. When damage cannot be avoided, we will compensate you for damage to decoration by giving you decorating vouchers. The issuing of decorating vouchers is a gesture of goodwill. The value of the vouchers issued will be dependent on the extent of the damage.

Examples of the type of work that will result in inevitable damage include damp proofing work or repairs to plasterwork.

If any Severnside Housing employee or contractor accidentally breaks or damages any of your property, we will take full responsibility and ensure that compensation is dealt with in a courteous and prompt manner. Please contact the Customer Service Offices to report any damage.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Maintaining your home Common problems It is important to look after your home. Simple lifestyle changes can avoid or reduce common problems, such as condensation and mould, which over time could damage your property and possessions and may impact on your health.

Condensation Condensation is a result of moist air cooling on colder surfaces and is most common on windows and walls. This is a natural process but left uncontrolled it can cause problems such as mould.

The following tips are designed to help you reduce condensation: • When cooking put the lids on saucepans and do not leave kettles boiling • Avoid using portable paraffin or bottled gas heaters • Do not put washing on radiators to dry • If you do have a tumble dryer, make sure that the hose sends the air outside • Keep the kitchen door closed and open a window when you cook • Keep the bathroom door closed when you are having a bath.

Open a window when you have finished and close the bathroom door behind you • Use the extractor fan if you have one fitted • Slightly open a window if you and your family are using a single room over a long period of time • Do not push furniture closely up against a wall as this does not allow the air to circulate and can result in condensation • During the winter always keep the heating on a low-level even when you are not at home. Low background heating is often cheaper than controlling your heating on demand.

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Maintaining your home For more information, please download the leaflet on our website.

Dealing with mould To kill and remove mould and mildew, wipe down walls and window frames with an anti-fungal treatment. Always follow the instructions carefully. Dry-clean mildewed clothes and shampoo carpets. After treatment, redecorate using a good quality fungicidal paint. The only lasting way of avoiding severe mould is to reduce the moisture produced in the home, ventilate rooms and ensure that your home is adequately insulated and heated.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Your rights and responsibilities

8. Your rights and responsibilities Right to make improvements Right to compensation for improvements Right to take in a lodger Right to Buy and Right to Acquire Right of succession Right to information Right to consultation Right to exchange Right to repair Your responsibilities Your tenancy How we can end your tenancy Your home Your garden Communal areas Parking Pets Anti-social behaviour Your help Breaching the tenancy agreement

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Your rights and responsibilities Details of your rights and responsibilities, together with our responsibilities to you, are set out in your tenancy agreement.

When we talk about rights, we are also talking about equality and diversity. We want to treat everyone we house and work with fairly, equally and with respect. Our Equality and Diversity Strategy and Policy is available on our website and explains our commitments.

This includes ensuring our services can be accessed by all who need them and meet the needs of all residents.

We have explained some of the more common rights and responsibilities in this section for ease of reference.

Right to make improvements You can make improvements and alterations to your home, as long as you get written permission from us before any work is started. We will not refuse permission without good reason, but might make conditions on the standard of the work and obtaining necessary approvals such as planning permission or building control. Any request for permission to undertaken improvements or alterations would be made in writing, detailing the type and extent of works; materials to be used and if you plan to employ a contractor, details of that contractor.

Right to compensation for improvements You have the right to claim compensation, at the end of your tenancy, for certain improvements which you may have made with our written consent. You will need to keep all bills and receipts relating to the work. The amount of money you receive may not be the same as you spent, as it will take into account wear and tear.

Right to take in a lodger The ‘bedroom tax’ means more people may consider taking on a lodger.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Your rights and responsibilities You may do this as long as you do not cause overcrowding, or allow them to take over the whole of your home. You must tell us about your lodger so that we know who is living at your address.

Remember income from a lodger may affect your benefits.

Right to Buy and Right to Acquire If your tenancy transferred to Severnside Housing from Shrewsbury and Atcham Borough Council, then you may have retained the Right to Buy your home. This scheme offers tenants the chance to buy at the current market value, less a discount based on the length of tenancy.

New tenants may be eligible for the Right to Acquire. This is a similar scheme to the Right to Buy, but the amount of discount allowed off the market value is a standard ÂŁ10,000 in Shrewsbury.

To find out more about both schemes, please contact us.

Right of succession If you should die, in certain circumstances another member of your family may be able to take over your tenancy. This will depend on the terms and conditions of your tenancy in force at the time. Please talk to Customer Services if you would like more information.

Right to information The Data Protection Act 1998 covers how personal information is stored and used. We comply with this Act. This means we must tell you how we use your information. You also have a right to see any information which we hold about you on our files but there is a charge for this. The information you give us will only be used to help us provide a service to you and it is stored safely and securely.

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Your rights and responsibilities To deliver our services we may on occasion need to provide third parties with personal information relating to you or members of your household. We may also need to obtain personal information relating to you or members of your household from third parties. We may also disclose your personal details if required to do so by law or any Government body, or for the purposes of preventing and detecting crime and fraud.

Right to consultation If you are an assured tenant, you have a right to consultation before we make any changes which are likely to affect you in a significant way.

Right to exchange You have the right to exchange your home with that of another tenant of a registered social landlord or local authority, with our prior written consent. We provide a web-based facility to help tenants looking to swap. You can view available homes here for free and list your property. Please contact us for more information.

Right to repair Under the Right to Repair legislation, you have the right to be compensated where we have not carried out a qualifying repair within the specified timescale and have failed to complete it once it has been requested for a second time.

Details of the right to repair are set out in the leaflet ‘Your right to repairs’ which is available from our head office and for download from our website

Your responsibilities Your responsibilities are set out in your tenancy agreement. We have explained some of them here for ease of reference.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Your rights and responsibilities Your tenancy You must keep to the terms of your tenancy agreement. We expect you to: • Pay your rent on time (see the section ‘Paying your rent’) • Report faults and issues that are our responsibility to repair • Use the property as your home and as your only main residence • Allow us access to carry out repairs, inspect and improve the property • Behave, and ensure visitors behave, in a polite, respectful and non-threatening manner to our staff and other residents • Not allow your home to be used for any illegal activity • Not do anything on the property that may annoy or disturb anyone, such as playing music loudly, dumping rubbish or making indecent gestures.

How we can end your tenancy If you have broken the conditions laid out in your tenancy agreement, then we can take court action and ask a judge to end your tenancy. This may lead to you being evicted from your home.

We will give you a minimum of four weeks’ notice of our intention to start legal proceedings unless the circumstances are exceptional.

Your home We expect you to keep your home in a reasonable condition.

Your garden It is your responsibility to keep garden areas neat and tidy.

Communal areas Rubbish should not be left in internal or external communal areas, other than in the bins or other facilities provided. Wheelie bins and rubbish bags should only be put out on the day they are to be 36

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Your rights and responsibilities collected, and it is your responsibility to arrange for the removal of larger items of household waste. The council operates a collection service for larger items, call 0345 678 9007.

Parking You should not park or leave, or allow other people to park or leave, any vehicle other than a taxed and roadworthy private car, small domestic van or motorbike, anywhere other than in a parking space or garage allocated for your use. You need permission to park a caravan or trailer on or near your property, please contact us to arrange this. If you are interested in renting a garage, please talk to our Customer Service Office.

Pets It is a term of your tenancy agreement that any cat, dog or other animal or reptile you keep in your home must not cause a nuisance, danger or any annoyance to others. Whilst the majority of pet owners are responsible, we can take action against those who are not considerate of others in the way they keep their pets.

Anti-social behaviour We believe that everyone has the right to enjoy peace, quiet and security in and around their home. We take all incidents of antisocial behaviour (ASB) and harassment very seriously and will support tenants affected by such behaviour.

The tenancy agreement sets out what is expected in terms of acceptable behaviour. This is to protect all residents and any breach by a tenant, their family members, relatives or visitors to the property will result in action being taken. This could result in eviction.

If you are suffering from any kind of anti-social behaviour, report the problem as soon as possible to Shropshire Council’s ASB team on 0345 678 9020.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Your rights and responsibilities After investigation, and by working with other agencies, we can take the following action: • Contact the perpetrator to try and resolve the problem at an early stage • Mediation • Warning letters • Formal warnings/cautions • Acceptable behaviour contracts • Parenting orders • Environmental Health action for statutory nuisance (such as noise) • Undertakings (promises to the court to do or stop doing something) • Injunctions • Court orders • Possession proceedings • Dispersal orders via the police.

Your help To help us investigate and take action against a perpetrator of anti-social behaviour, including hate crime or racial or other harassment, we may ask you to keep a diary sheet of incidents.

We recognise the important role complainants and witnesses play in helping us to tackle anti-social behaviour.

We have signed up to a Witness Charter to make sure you get the advice and support you need and are kept informed. This might include putting you in touch with someone who has previously been a witness to get advice from them on what to expect. To find out more read our leaflet ‘Guide to anti-social behaviour’, available from our offices or on our website.

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Your rights and responsibilities Breaching the tenancy agreement Any breach of the rights and responsibilities set out in your tenancy agreement could result in action being taken against you.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Housing with support

9. Housing with support Sheltered housing Communal facilities Additional support Aids and adaptations Severnside Housing provides a range of accommodation with support. This can help elderly and vulnerable residents live as independently as possible. It also may be needed if your circumstances change, for example following an illness or accident.

Sheltered housing A sheltered housing scheme is a group of self-contained, unfurnished flats or bungalows specifically designed with the needs of older and vulnerable people in mind. All properties can be fitted with an OKEachDay phone if eligible.

Communal facilities Most sheltered housing schemes have communal facilities that are shared by all residents. These include lounges, hobby rooms and in some cases laundries. The cost of heating, lighting and furnishing these rooms is paid for from a service charge included in the rent.

Additional support We recognise people have different needs to help them live independently. We may be able to offer additional support to people at risk of losing their home or independence, depending on their need, eligibility and available funding.

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Housing with support We can give advice on staying safe; offer access to training and education; and help people feel part of their community. The service’s support workers offer home visits, telephone support and group sessions.

For more information please call us.

Aids and adaptations Anyone who is a tenant of Severnside and whose disabilities or specific needs prevent them from leading an independent life can apply to have an adaptation made to their home.

An adaptation is a change to your home which allows you to live more independently, or which improves safety or mobility around the home.

Please speak to our Customer Services Office if you need more information about aids and adaptations.

The Occupational Therapist (OT) will visit you and complete a referral form, explaining their recommendations. Once we are happy that the proposed adaptations will meet your needs and are practical for the property, the work will be costed.

Depending on the cost of the adaptation, the work will either be carried out by Severnside or Shropshire Council, via a Disabled Facilities Grant.

If the work is carried out by Severnside, you will not incur any cost. If the cost of the work means that it requires a Disabled Facilities Grant (adaptations costing more than £1,000), then the application for the grant is made by Severnside as your landlord.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Housing with support We will let you know as quickly as possible when the works will be carried out.

For more information about aids and adaptations, please contact our Customer Service Centre.

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Moving on

10. Moving on Looking to move Mutual exchange Telling us that you want to move out Moving out Abandoned homes Looking to move If you want to transfer to another Severnside property, then you can register with Shropshire HomePoint.

You can find details of locally available properties at Shropshire HomePoint. This is a choice-based lettings agency that has replaced the old council waiting lists. It aims to offer more choice on the types of properties and areas you want to live in. Find out more at www.shropshirehomepoint.co.uk If you need to move because your property cannot be adapted (see the section ‘Housing with support’) we will provide financial help for you to move.

Severnside Housing may offer a Transfer Incentive Payment Scheme, which helps Severnside Housing tenants to move to a smaller home. Please note this is a short term, limited scheme.

To find out more contact us or read the leaflet ‘Transfer Incentive Scheme’, available in our offices and on our website.

Mutual exchange A mutual exchange allows tenants to move by swapping their home with another tenant, whether they are a Severnside tenant or a tenant of another housing association or local authority.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Moving on Shropshire mutual exchange register is an addition to Shropshire Homepoint. It enables tenants in a Shropshire Homepoint partner home to exchange their homes across Shropshire.

If you are looking to relocate outside of Shropshire, the Homepoint site offers the option to register your property on National HomeSwap Direct for access to home exchange across the UK. For further information please visit www.shropshirehomepoint.co.uk We must approve the exchange before it can go ahead. We will only withhold consent where there is good reason, including on the grounds specified in Schedule 3 of the Housing Act 1985.

Telling us that you want to move out When you want to move out, you must give us 28 days’ notice, in writing, to end the tenancy. This notice period must end on a Sunday, although you will have until midday on the Monday to return your keys to us. Once we have received your notice, we will arrange a visit to inspect your home. The Surveyor will note any repairs that may be needed and give you information about what you need to do before you leave.

You must also allow us, provided we give you reasonable prior notice, to show potential new tenants around the property before the end of the 28 day period.

Moving out When you move out you must comply with our leaveable standard. This means you must give us vacant possession, return the keys of the property on the day you move, remove all furniture, personal possessions and rubbish and leave the property clean and in good condition and repair, prior to our

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Moving on inspection. If your property is not left in this condition you will be subject to a recharge to cover the costs of bringing the property up to the required standard. You must also read the meters and provide us with a forwarding address.

We accept no responsibility for anything that you may leave at the address at the end of the tenancy, and may sell or dispose of anything left behind. For more details read the leaflet ‘Guide to ending your tenancy’, available on our website and from our offices.

Abandoned homes You must tell us if you move. If a property is reported to be abandoned and it appears to be empty we will investigate. If there is no evidence it is occupied we will assume you have given up your tenancy. We will then rent the property to someone else.

If you suspect a property has been abandoned, please let us know.

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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Useful contacts

11. Useful contacts Severnside Housing, Tenants Resource Centre and Severnside's Employment and Money Advice.

Brassey Road Old Potts Way Shrewsbury SY3 7FA

Tel: 01743 285000 or 0300 300 0059 Web: www.severnsidehousing.co.uk Out-of-hours repairs line: 01743 360945

Shropshire Council Shirehall Abbey Foregate Shrewsbury SY2 6ND

Tel: 0345 678 9000 Web: www.shropshire.gov.uk

The Money Advice Service (MA) Set up by the Government to offer free, independent, unbiased money advice.

Tel: 0300 500 5000 Web: www.moneyadviceservice.org.uk

Shropshire Council’s Benefits Service For information about housing benefit and Council Tax support Tel: 0345 678 9001 Email: benefits@shropshire.gov.uk

Citizens’ Advice Bureau Fletcher House 15 College Hill Shrewsbury SY1 1LY

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Useful contacts Credit Unions Just Credit Union

FairShare Savings and Loans

Guildhall, Frankwell Quay, Shrewsbury SY3 8HQ Tel: 01743 252 325 Web: www.justcreditunion.org

17a Castle Gates, Shrewsbury SY1 2AB Tel: 01743 240403 Web: www.fairshare.uk.com

Crime and anti-social behaviour Anti-social behaviour co-located team For advice or to report anti-social behaviour Tel: 0345 678 9020

Severnside’s confidential domestic abuse line Tel: 01743 285123

West Mercia Police In an emergency dial 999 If it’s not an emergency dial 101 In non-emergencies you can dial 18001 101 from a Typetalk phone (not available on the mobile network) Web: www.westmercia.police.uk

Crimestoppers Tel: 0800 555 111 Web: www.crimestoppers-uk.org

About the home You can find out which power company previously supplied your home by calling: Electric – 0845 603 0618 Gas – 0870 608 1524

Severn Trent Water (emergency) 0800 783 4444 British Gas (gas leaks) 0800 111 999

Visit: www.severnsidehousing.co.uk • Email: enquiries@severnsidehousing.co.uk

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If you would like any more information about Severnside Housing, please contact us:

Write to us

Ring us

Severnside Housing Brassey Road Old Potts Way Shrewsbury SY3 7FA

01743 285000 or 0300 300 0059

Email us

Follow us on Twitter or find us on Facebook

enquiries@severnsidehousing.co.uk

Visit our website www.severnsidehousing.co.uk

Severnside Housing provides a telephone interpreting service for more than 150 languages and can provide this document in a range of formats.

This document is also available in:

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Version 10/2016