Tenant Handbook

Contents Section 1

Welcome to Taff Housing Association

Section 2

Customer Charter

Section 3

Moving In

Section 4

Your Tenancy

Section 5

Your Rent and Services Charges

Section 6

You and Your Neighbours

Section 7

Your Neighbourhood

Section 8

Living in Flats

Section 9

Specialist Accommodation for Older People

Section 10 Safety and Security Section 11 Repairs and Maintenance Section 12 Looking after your home Section 13 Other Services Section 14 Getting Involved Section 15 Want to move?

Section 16 Ending Your Tenancy Section 17 Useful Contacts

Welcome To Taff Housing Association This section tells you: • • • • • • •

About this handbook.

How to contact us.

About Taff Housing Association.

About our Board of Management.

About our staff.

About Equal Opportunities.

About confidentiality, disclosure and access to information.

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Welcome We welcome you to Taff Housing Association, and hope that you will enjoy living in your new home.

Taff Housing Association Alexandra House 307 – 315 Cowbridge Road East Canton Cardiff CF5 1JD Tel: Fax: E-Mail: Website:

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029 2025 9100 029 2025 9199 enquiries@taffhousing.co.uk www.taffhousing.co.uk

Problems Reading This guide?

If you have any difficulties in reading this guide, ‘Your Home’ is available in large print, Braille, cassette tape or CD. Please let us know which you would prefer.

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‘Your Home’ In Other Languages We can provide ‘Your Home’ in several other languages. Please let us know if you are interested.

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About This Handbook We want to make sure that you enjoy being a tenant of the Association and that you know about the services you can expect from us and what your responsibilities are.

This handbook is designed to give you this information and is divided into easy to read sections. It will be updated if any information changes.

Each section of this handbook contains a summary of our full policies and procedures. If you would like more information, or a copy of any particular policy or procedure, please contact us.

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How To Contact Us Our office is open from Monday to Friday during the following hours: Monday to Thursday Friday

9am – 5pm 9am – 4pm

You can contact us in the following ways: Call into our office during the hours stated above at Alexandra House, 307 - 315 Cowbridge Road East, Canton, Cardiff, CF5 1JD Phone us: 029 2025 9100 E-mail us: info@taffhousing.co.uk Visit our website: www.taffhousing.co.uk Write to us at the address below:

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About Taff Housing Association Established in 1975, we are a registered charitable housing association, providing good quality, affordable homes in Cardiff. We are a non profit-making organisation, and our activities are supervised by the Welsh Government.

We provide homes for people who are in housing need from all sectors of the community and we work closely with Cardiff County Council and other housing providers in order to do this.

We currently own and manage over 1,200 properties in the Riverside, Canton, Grangetown, Butetown and Fairwater areas of Cardiff.

Our properties cater for a range of people, including families, older people, single people, and those with additional support needs.

Our properties range from older houses that have been converted and modernised, to modern, purpose-built family homes.

We also provide tenancy support to help people manage their tenancies and enable them to remain in their homes. We do this for our own tenants, but also for the tenants of a variety of local authorities. In addition, we provide short-term accommodation and support for homeless people in our supported housing schemes.

Our aim is: • To be preferred provider of community based housing and support.

• To deliver high quality services which give value for money.

• To be flexible, innovative, and responsive in customer service.

These aims are underpinned by our values, which are: • • • • • •

Accountability.

Equality.

Flexibility.

Openness.

Professionalism.

Quality.

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About Our Board Of Management Taff Housing Association is controlled by a Board of Management which operates on an entirely voluntary basis. The Board of Management decides upon and agrees the policies of the Association, and employs the staff who run the day-to-day affairs of the Association. They also ensure that the Association meets its statutory and legal obligations. In order to ensure that our tenants’ views are well represented, there are places available on the Board for Tenant Board Members. If you would like to apply to become a Tenant Board Member, please contact your Housing Officer on 029 2025 9100.

You will be sent a copy of our Annual Report each year. This gives more details about the Board Members and staff of the Association.

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About Our Staff A Chief Executive heads our organisation.

She is responsible to the Board of Management for the running of the Association, and has a number of specialist staff who deal with all aspects of the Association’s work.

The Tenant Services Department is responsible for dealing with all issues relating to your tenancy, for example collecting your rent, and resolving problems with your neighbours.

This department can also give you help and advice on a range of housing and benefit issues, as well as assist you if you would like to start or join a Tenants’ Association or get involved in any other activities that the Association is involved in. Your main point of contact in the Tenant Services Department is your Housing Officer.

The Property Services Department is responsible for carrying out all your day-to-day repairs, as well as planning for longer-term improvements such as replacement kitchens and bathrooms. Your main point of contact in the Property Services Department is your Building Surveyor.

All members of staff and contractors who work for the Association have been issued with identity badges. Do not allow anyone into your home if they cannot show you an authorised identity badge.

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About Diversity Taff Housing Association is committed to providing its housing and other services fairly, and ensuring that we provide services that meet the needs of all our customers, and that do not disadvantage any groups in our society.

We expect staff, tenants, neighbours and others to respect this commitment. We will not tolerate discrimination on the grounds of race, ethnicity, religion, colour, marital status, sex, sexual orientation, gender, disability, age, or for any other reason.

We treat reports of discrimination very seriously and investigate every allegation. If you feel that you have been discriminated against, you can talk in confidence to any member of staff.

If you would like to discuss any of our services in more detail, please contact your Housing Officer, or for further information about Diversity, please ask for a copy of our Equal Opportunity Policy.

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About Confidentiality, Disclosure And Access To Personal Information When you applied to become a tenant of the Association you will have been asked to give us a lot of personal information. From time to time we will ask you for further information in order to update our records and help us manage your tenancy. We have to comply with the Data Protection Act 1998 in the way in which we obtain, store and use your personal information.

We will only ask for information that is necessary and for what we will use to assist you in maintaining your tenancy. We will only disclose information where it is necessary for a third party to carry out a legitimate service (for example, we may pass on your telephone number and address in order for a contractor to carry out repairs to your home), or where you have given us express permission to do so (either in your tenancy agreement or in a written authorisation). In some instances we are required by law to disclose certain information, for example, to the police or to the Child Protection authorities.

You have the right to see any personal information that we hold about you. If you would like more information about this right, please speak to your Housing Officer, or ask for a copy of our Confidentiality Policy.

Please note that we have the right to charge a small fee for this service.

You also have the right to view any of our policies or procedures.

Some of these are displayed on our website or in our office. If you would like to see any other policies or procedures, please ask a member of staff.

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Rent Collection Customer Service Standard Taff Housing Association is committed to providing high quality services to our tenants and customers.

This service standard tells you what level of service you can expect from us when we follow our rent collection procedure.

Before your tenancy • When we offer you a property we will tell you how much we expect the weekly rent to be.

• When you accept a tenancy with us we will complete a financial health check with you explaining how much housing benefit you may be entitled to, and we will assist you to complete all housing benefit forms.

• If you have other debts or support needs we will refer you to the most appropriate agency that can assist you if it is not us.

During your tenancy • We’ll contact you within six weeks of your tenancy start date to check you have moved in and discuss any problems with your rent.

• We’ll send you a rent statement every three months.

• We’ll give you at least four weeks’ notice of any rent increases.

• We will try to contact you either by letter, telephone or in person should your account fall into arrears.

• We will notify you if your Housing Benefit is suspended or cancelled.

• If you fall into arrears, we will work with you to make a realistic agreement so you can clear the debt within a reasonable time.

• If you are having difficulties paying your rent we will give help and advice or we will refer you to the most appropriate agency that can assist you if it is not us.

• We will assist you with any rent or benefit queries you may have in confidence.

• We will try to provide you with the most convenient ways in which you can pay your rent.

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• We will make you aware of the action that we intend to take if you fall into arrears and we fail to reach an agreement for repayment.

• We consider eviction as a last resort and discuss this with you before taking legal action.

At the end of your tenancy • If you give us notice that you intend to end your tenancy we will talk to you about what debts may be outstanding and what you will need to do to avoid any rechargeable debts.

• If you leave with debts outstanding we will try to contact you to agree a repayment plan.

• We will only undertake legal action if other attempts to reach an agreement with you fail.

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Anti-social Behaviour Service Standards Taff Housing Association is committed to providing high quality services to our tenants and customers. This service standard tells you what level of service you can expect from us in dealing with anti-social behaviour (ASB).

When dealing with cases of ASB, our Housing Management Service will do the following: • • • •

Respond to reports of ASB within the agreed timescales.

Gather information and investigate complaints where possible.

Take appropriate action to address cases.

Work with appropriate partner agencies such as the police or social services.

• Offer support to both victims of nuisance and alleged perpetrators of nuisance.

• Monitor and close cases as required.

• Seek feedback on our case management.

Responding to reports of ASB We group our responses into three categories so that we prioritise our work.

Category 1 - Within 24 hrs (normal working day) Cases involving: • • • • • • •

Racial harassment.

Hate crime related ASB. Harassment related to race or hate crime.

Damage to property that leaves you unable to occupy.

Children being at risk.

Physical assault.

Any other form of ASB requiring a priority response.

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Category 2 - Within 3 working days Cases involving: • Drug dealing.

• Serious harassment or any other criminal behaviour.

• Criminal threats.

• Serious damage to property.

• Persistent noise nuisance.

• Disputes between neighbours.

• Intimidating or aggressive behaviour.

• Children creating a nuisance.

• Vandalism (relatively minor damage to property).

• Drug/solvent/alcohol abuse.

• Verbal/written harassment.

• Any other form of ASB requiring an urgent response.

Category 3 - Within 5 working days Cases involving: • Pet nuisance.

• Untidy gardens.

• Illegal rubbish dumping.

• Minor noise pollution.

• Access disputes.

• Litter.

• Property condition.

• Car repairs.

• Abandoned vehicles.

• Any other activity, which may be to the detriment of peaceful enjoyment of the home.

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We will arrange a home or office appointment to interview the person who reported the incident. During the interview, we will complete an interview form and agree an ACTION PLAN with you, which will detail how we will address the behaviour.

We will also attempt to interview the person accused of causing the problem and any witnesses within three working days of our interview with the complainant.

We will carry out any emergency repairs needed due to anti-social behaviour within 24 hours of it being reported.

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Customer Charter This section tells you about: • • • • • • • •

Your right to information.

How we will consult you.

Our Customer Service Standards – what you can expect from us.

Our Customer Service Standards – what you can expect from our contractors.

What we expect from you.

How to make your views known – comments, complaints and suggestions.

About Confidentiality, Disclosure and Access to Personal Information.

The Tenants’ Guarantee.

About The Tenants’ Guarantee The Tenants’ Guarantee is a code of practice and minimum standards for housing associations, produced by the Welsh Government.

The aim of the Guarantee is to make sure that all tenants of housing associations, whatever tenancy they have, are treated fairly and receive the same services from their landlords.

A copy of the Guarantee will have been issued to you when you signed your tenancy. You can also get a copy from our office or from the Welsh Government.

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We will give you information about our services, our performance, changes to policies, the way in which we provide services, and how we let our properties.

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• In writing, for example, by using our Tenants’ Newsletter or our Annual Report.

• We will display information on our website, in our reception area, and on notice boards at our housing schemes.

• Through personal contact, for example by holding meetings, focus groups, informal open days and exhibitions and through our established residents’ groups.

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How We Will Consult You We will seek your views on the services we provide and our performance in managing our properties. We hope that by doing this we will provide a service that meets your needs and wishes, as well as being efficient and cost effective. We will consult you about things such as: • • • •

Major repairs or improvements to your home.

Changes in your tenancy conditions.

Significant changes in your rent or service charges.

Any other matters that may affect you.

We will seek your views in a number of ways: • In writing, for example, by asking you to complete a questionnaire.

• In person, for example, over the telephone or during a visit to your home.

• By e-mailing or text messaging you.

• By holding meetings, focus groups or informal open days.

• By consulting with established residents’ groups.

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Our Customer Service Standards – What You Can Expect From Us We aim to provide you with the highest possible standards of service, and our Customer Charter is based upon the principle of ‘getting it right first time.’

These are some of the things you can expect from us: • We will be polite and courteous.

• We will treat you fairly and equally.

• Our staff will be informed and helpful, and will listen and take account of your views.

• We will try to ensure that you speak to the right person, first time, every time.

• We will communicate with you in the language and format of your choice whenever possible.

In addition, we will: • Make appointments at a time that is convenient to you.

• Keep to appointments, or let you know if they need to be changed.

• Offer you a private interview, and ensure that any personal information is treated confidentially.

• Ensure that staff give you their names.

• Refer to you by your name and preferred title.

• Ensure all letters are signed by a named member of staff.

• Ensure that our communication is clear, simple and accurate.

• Reply to written correspondence within 10 working days.

• Reply to phone calls within 24 hours.

If we do not meet these standards, please let us know.

If you would like further information about these standards, please ask to see a copy of our Customer Service Strategy or our Code of Conduct.

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Our Customer Service Standards - What You Can Expect From Our Contractors We expect a high standard of service from our contractors.

They must conform to the requirements set out in our Contractors’ Code of Conduct. You can expect them to: • Make appointments and attend on time.

• Be courteous and professional.

• Not to smoke, be under the influence of alcohol or drugs, play music or use radios, or use your facilities without permission.

• Make sure the work they carry out does not put your health or safety at risk.

• Take special care when working in a home where there are small children, older people or people with disabilities.

• Make as little noise as possible.

• Take care of your furniture, decorations and floor coverings.

• Adhere to our Equal Opportunities Policy.

• Adhere to our Confidentiality Policy.

• Tell you who they are and show you proof of their identity.

We also set our contractors high standards of workmanship. To make sure they keep to these standards we will ask you to complete a questionnaire to find out if you are satisfied with the work they have done, and the time taken to complete the repairs. By taking part in this survey you will help us find out what you think of our repairs service. This means that we can deal with any problems and make any improvements needed.

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What We Expect From You In order that we can provide you with the best possible service, it is important that you assist us by: • Being polite and courteous to staff and contractors.

• Letting us know if you cannot keep an appointment, or need to re-arrange it.

• Providing us with all the information we need.

• Allowing us and our contractors access to your property when we need it.

• Ensuring that you, members of your family, friends and visitors treat staff and contractors respectfully, and do not abuse, threaten or harass us.

We record all instances where a person has harassed, abused or assaulted a member of staff or a contractor, and pass such incidents onto the police with a request for prosecution. We will also seek to take action to end the tenancy of anyone who harasses, abuses or assaults a member of staff or a contractor.

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How To Make Your Views Known – Compliments, Complaints And Suggestions We aim to provide a high quality service. To help us to do this we want to hear from you. We welcome your feedback whether it’s a compliment, complaint or suggestion.

We want to learn from our mistakes and put things right.

Complaints When to complain You should complain if you are unhappy about something that we have done, have failed to do, or have not done properly.

Complaints do not include requests for a service, for example, reporting a repair for the first time. However, if you have reported a repair and we have not carried out the work when we said we would, it becomes a complaint.

It can be difficult to look into things that happened a long time ago, so we would normally only deal with complaints about things that happened in the last six months.

Who can make a complaint?

• • • •

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Tenants and residents.

Support service users.

Neighbours of Taff tenants.

Anyone acting on behalf of a Taff tenant or service user, as long as they have their permission to do so.

How do I make a complaint?

You can make a complaint by: • • • • •

Phoning us on 029 2025 9100.

E-mailing us at complaints@taffhousing.co.uk.

Visiting our website at www.taffhousing.co.uk.

Using our feedback form.

Visiting our office.

There are several stages in our complaints procedure – Stage 1 – Informal Complaints Most complaints can usually be dealt with informally and you should try talking to the member of staff that you have been dealing with to resolve the problem. If you don’t feel that you can do this, talk to the person’s manager who will also help you try to resolve it informally.

If you are not sure who the manager is, contact our reception on 029 2025 9100.

Stage 2 – Formal Complaints If you have tried dealing with it informally and are not happy with the response, let us know and the complaint will be dealt with by a Director of the Association.

Stage 3 – Chief Executive If you are still unhappy you can write to our Chief Executive.

If you feel that we have not dealt with your complaint properly you also have a right to complain to the Public Service Ombudsman for Wales at any stage, who is independent and impartial.

To find out more about the Ombudsman, ask us for a copy of their leaflet ‘Want to complain about a public body? – You and the Ombudsman.’

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How will my complaint be dealt with?

We will always try to reply to you within 5 working days. If we can’t do this we will let you know why and tell you how long it will take.

At all stages of a complaint you can expect us to: • • • • • •

Act professionally.

Listen to what you are saying.

Learn from what you say.

Treat you fairly.

Tell you what you can do if you are still not satisfied.

Advise you of your right to complain to the Public Service Ombudsman.

If your complaint has reached the formal stage you can also expect us to: • Let you know the outcome of your complaint in writing.

• Make sure that someone who has not been involved in your case deals with it.

How can I pay a compliment or make a suggestion?

We all like to know when we are doing something well and here at Taff we are no different. All compliments are passed onto staff and our Board of Management. Compliments help us know what we are doing well and what you want us to keep doing.

We also want to hear from you if you have a suggestion on how to improve our service to you.

You can pass on a compliment or suggestion by: • • • • •

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Phoning us on 029 2025 9100.

E-mailing us at compliments@taffhousing.co.uk.

Visiting our website at www.taffhousing.co.uk.

Using our feedback form.

Visiting our office.

Moving In This section tells you: • • • • • •

When you should move in.

Who you need to tell.

About insuring your belongings.

About furnishing and decorating your home.

About installing satellite and cable TV. About moving into a brand new home.

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When You Should Move In When you have accepted an offer of accommodation from the Association, you will be asked to sign a tenancy agreement. The tenancy agreement will say when your tenancy will start. Your Housing Officer will also advise you of this date, which will always be a Monday. We will try to give you as much notice about this date as possible. We will usually try to give you the keys to your new home about two or three days before your tenancy starts. This is to give you plenty of time to move. Please note that in some circumstances this is not always possible.

It is very important that you move into your new home before or on the tenancy start date. If you cannot do this, for whatever reason, you must let us know.

Please remember that you are responsible for the payment of your rent from the date your tenancy starts, even if you have not moved in. This means that you might be responsible for paying the rent on your new home, and on your old home.

If you are claiming Housing Benefit in order to pay your rent, and you need more time to move, the Housing Benefit Department may pay your rent on both properties for up to 4 weeks. They will only do this in certain circumstances, for example, if you are disabled and need assistance to move. If you think you may be entitled to dual benefit please ask your Housing Officer for advice, or ring the Housing Benefit Department on 029 2087 2087. Please remember that if the Housing Benefit Department refuse payment of dual benefit, you will be responsible for the payment of the rent.

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Who You Need To Tell When you move into your new home, there are a number of people you need to contact. The following list should help you. If you would like any further advice or assistance, please contact your Housing Officer on 029 2025 9100.

Housing Benefit

029 2087 2087

If you are going to claim Housing Benefit to pay all or part of your rent, you must contact the Housing Benefit Department to make a claim and advise them of your change of address. If you need assistance with this, please contact your Housing Officer.

Department of Works and Pensions/ Inland Revenue/Job Centre If you are claiming any state benefits, for example, Jobseekers’ Allowance, Tax Credits, Income Support, or Invalidity Benefit, you must contact the relevant agency and advise them of your change of address.

Council Tax

Job Centre Plus: 0845 606 0234 Pension Service: 0845 606 0265 Tax Credits Helpline: 0845 300 3900 029 2087 2087

You must inform the Council Tax Department of your change of address. If you are receiving Income Support, are on a low income, or are a single person, you may be eligible for a discount on your Council Tax bill.

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Gas and Electricity Companies When you move in, your gas and electricity will already be connected. We will provide you with your meter readings, and, in most cases, will be able to tell you which company provides the supply. In most cases this will be British Gas for gas and SWALEC for electricity.

You must contact them to give them your meter readings and arrange how you will pay. There are various ways to pay, including token meters, payment cards and direct debit.

If you don’t know who your supplier is you can ring National Grid UK for gas and SWALEC for electricity.

Water Supply When you move in you must contact Welsh Water (Hyder) in order to advise them of your change of address, and arrange how to pay.

British Gas Home Movers: 0845 609 1133 SWALEC Homemovers 0800 052 5252 If you don’t know who the supplier is, ring: For Gas, National Grid UK: 0845 605 6677 For Electricity SWALEC: 0800 052 5252 Hyder: 0800 052 0145

There are various ways to pay, and this can be arranged over the phone. If you are going to be living on your own you can save about £160 a year from your bill by asking for a water meter to be installed.

Telephone It’s definitely worth checking the services and prices available from both BT and NTL. Both allow you to pay towards your bills with a payment card, but you must ask for one.

BT: 0800 800 150 NTL: 0800 052 2000

Please Note: Check any connection charges, they can be very expensive if there is not already a phone line there.

Please remember, you are fully entitled to choose any supplier you wish.

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TV Licence

TV Licence: 0870 240 3423 Although this is expensive, you can pay for it Web: weekly at the Post Office. Fines for not having www.tvlicensing.co.uk a licence can be about £1,000.

If you already have a licence…remember to change it to your new address!

Doctor and Dentist Don’t forget to let your doctor and dentist know your new address.

Bro Taff Health Authority: 029 2040 2402

If you are moving from another area, it is important to check whether your doctor or dentist covers the area your new home is in. There are several surgeries in the area, and these are listed in the ‘Useful Contacts’ section at the end of this handbook.

If you have problems getting registered with a new doctor you can ring Bro Taff Health Authority and they will allocate a local doctor for you.

Anyone Else!

Check if you need to let anyone else have your new address e.g. old friends, bank, building society, driving licence etc.

At a charge, the post office can arrange for mail to be redirected to your new home for a while.

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About Insuring Your Belongings The Association insures the structure of your home, but not your personal belongings. We strongly recommend to all our tenants that they take out home contents insurance. Without insurance you will not get any help replacing items that are damaged by fire, theft, floods, leaks or any other occurrence. You may also have to pay for damage to a neighbour’s home, for example, if your washing machine floods and damages a flat below you.

Before taking out insurance, make sure you know how it works. Check, for example, that an insurance company will pay to replace old items with new. Shop around because prices can vary.

Please be aware Taff Housing Association works with the National Housing Federation to provide home contents insurance with a range of benefits when compared to other suppliers of insurance. To find out more, please speak to your Housing Officer or call into reception.

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About Furnishing And Decorating Your Home We do not usually provide furniture to tenants. If you are receiving state benefits or are on a low income and need help with furnishing your home, you may be able to apply for a Community Care Grant or a Budgeting Loan from the Department of Work and Pensions.

Second-hand and re-cycled furniture can also be obtained from TRACK 2000 at a small cost for people on low incomes. TRACK 2000 can be contacted on 0845 700 0395. You may also log onto Freecycle, which is a website dedicated to providing free second-hand items. http://www.freecycle.org.

When you receive the keys to your new home it will be in a clean and tidy condition and in a good state of decoration. Your home will comply with all the appropriate building regulations and health and safety standards and will be safe and secure.

You will receive keys for all the doors and windows.

For further information, please ask to see a copy of our ‘Property Standards’.

In certain circumstances you may be offered a redecoration voucher, which can be redeemed at either M&R Decorators on Cowbridge Road East or at B&Q at Culverhouse Cross.

It is your responsibility to keep your home clean and well decorated. You can furnish your home however you wish, but if you want to fit permanent fixtures, such as a shower, you must obtain written permission from us first. Please see the chapter on ‘Your Tenancy’ for your right to make improvements. If you take your fixtures and fittings with you when you leave, you must ensure that you repair any damage caused to the property.

If you fail to do so you will be charged for this.

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Installing Satellite And Cable TV You can install satellite or cable TV to your home provided that you get written permission from the Association for the work to take place. We will only refuse permission if there is a good reason, for example, if the proposed work would affect the safety or value of the building.

You may also need planning permission and building regulation approval. You are responsible for checking whether these are needed and getting the necessary approvals before commencing work.

We will inspect the work when it is completed. If it is not satisfactory we may ask you to carry out additional work. This will be at your own cost.

Digital TV From March 2010, Cardiff saw the switchover from analogue to digital TV. Almost any TV can be converted with a digital box, even a black and white one, so there is no need to buy a new TV unless you want to.

Most digital boxes connect to a TV using a SCART cable. If you do not have a SCART socket on the back of your TV, you will need to ask for a digital box with a built-in RF modulator.

If you do decide to get a new TV, make sure it carries the ‘digital tick’.

The ‘digital tick’ means that it is designed to continue working after the switchover If you live in a flat, Taff will be responsible for upgrading the TV aerial if required. The cost of this, as well as the maintenance of the aerial, will be included in your weekly service charge.

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Moving Into A Brand New Home If you are moving into a home that has just been built, you will also receive a ‘New Home Pack’ from us. This will include information such as instructions on using your boiler and other appliances.

The contractor who built your home will be responsible for any repairs during the first year. Your ‘New Home Pack’ will therefore also include the phone numbers you will need if you need to report emergency repairs outside of office hours. During office hours you can contact the Association on 029 2025 9100 as normal.

During the first 12 months, you may notice some minor shrinkage cracks in the plaster on the walls and ceilings of your home. This is perfectly normal as the building dries out, and is not a cause for concern.

After 12 months, we will inspect your home, and any defects will be put right, including shrinkage cracks. To assist with this inspection, we ask that you do not put wallpaper up during the first year of your tenancy.

It is vital that you allow us to access your home to carry out the twelvemonth defects inspection. If we are unable to gain access, we will not have the opportunity to put right any defects in your home. You will be given ample notice that we intend to visit you and we are happy to be flexible and arrange a time that suits you.

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Your Tenancy This section tells you about: • • • • • • • • • • • •

Your tenancy agreement.

Types of tenancy.

Joint tenancies.

Transferring your tenancy to someone else.

What happens to your home if you die.

Your right to apply for a transfer, or to swap your home with someone else.

Your right to have lodgers or sub-let your property.

Your right to make improvements to your property.

Your right to repair.

Your right to purchase your home.

What we can do if your relationship breaks down.

What we can do if you are suffering from domestic violence.

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Your Tenancy Agreement When you are offered a home you will be asked to sign a tenancy agreement. This is a written agreement between you and the Association. The tenancy agreement is an important document, which you should read carefully and keep in a safe place. The agreement gives you important information. It sets out: • Which home you will be renting, when your tenancy begins and the amount of rent you have to pay.

• The type of tenancy you have. There are four types of tenancy.

The difference between them is explained later.

• Your rights as a tenant.

• Your responsibilities as a tenant.

When you sign the tenancy agreement you accept the conditions of the tenancy set out in it. The purpose of this section is to give you general information about Taff Housing Association and living in one of our homes. The member of staff who signed your tenancy agreement on our behalf will have explained to you in clear terms your rights and responsibilities. However, if you are uncertain of any points, please contact your Housing Officer on 029 2025 9100.

If you require your tenancy agreement in an alternative language, larger print, Braille or a pictorial format, please let us know.

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Types Of Tenancy The Association offers four types of tenancy: • • • •

A Secure tenancy.

An Assured tenancy.

An Assured Shorthold (Starter) tenancy.

Supported Housing Scheme Occupancy Agreement.

Secure Tenancy If your tenancy commenced before 12th January 1989, you will be a Secure tenant. You will remain a Secure tenant even if you transfer to another property owned by Taff Housing Association, as long as there is no gap between your tenancies.

As the term implies, you have security of tenure, and cannot lose your home unless the Association obtains a Possession Order against you in the County Court. The Association can only apply for a Possession Order if one of the grounds specified in the Housing Act (1985) applies. This includes breaching any of the terms of your tenancy agreement. We will only take this action if we have been unable to resolve the problem with you directly. Before we apply to court for a Possession Order, we must issue you with a legal notice telling you why we intend to take this action. This will give you a final opportunity to resolve any problems with us. You should always take legal advice from a solicitor, the local Law Centre, the Citizen’s Advice Bureau, or any other independent advice agency, if you receive any type of legal notice from us.

As a Secure tenant you have certain legal rights. These are clearly set out in a leaflet called The Tenants’ Charter. These are available from local libraries, or from our office. These rights are explained later in this chapter.

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Assured Tenancy If your tenancy commenced after 12th January 1989, you will be an Assured tenant. This type of tenancy was introduced by the Housing Act (1988). The rights and standards you can expect as an Assured tenant are contained in a document called The Tenants’ Guarantee.

You will have received a copy of this document when you signed your tenancy agreement. Your rights as an Assured tenant are explained later in this chapter.

As an Assured tenant you have security of tenure, and cannot lose your home unless the Association obtains a Possession Order against you in the County Court. The Association can only apply for a Possession Order if one of the grounds specified in the Housing Act (1988) applies. This includes breaching any of the terms of your tenancy agreement. We will only take this action if we have been unable to resolve the problem with you directly. Before we apply to court for a Possession Order, we must issue you with a legal notice telling you why we intend to take this action. This will give you a final opportunity to resolve any problems with us. You should always take legal advice from a solicitor, the local Law Centre, the Citizen’s Advice Bureau, or any other independent advice agency if you receive any type of legal notice from us.

Assured Shorthold Tenancy An Assured Shorthold tenancy is a type of Assured tenancy, but with less security of tenure and fewer rights. The Association has opted to use this type of tenancy as a starter tenancy for all new tenants. There are some exceptions to this (for example, if you are already a Secure or Assured tenant with another housing association or local authority).

The starter tenancy provides a trial period for 12 months. This gives us the opportunity to see whether you can keep to your tenancy agreement, look after your home and not be a nuisance to your neighbours. Your tenancy will convert to an Assured tenancy after 12 months as long as we have not served you with a legal notice advising you that we intend to end the tenancy, or commenced possession proceedings against you.

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As an Assured Shorthold tenant, the Association can end your tenancy by serving you with a 2-month notice, requiring you to leave the property. We will only take this action if we have been unable to resolve the problem directly with you. This will give you a final opportunity to resolve any problems with us. If you do not leave the property by the specified date, or the problems are not resolved, the Association can obtain a Possession Order from the County Court.

Unlike Secure and Assured tenancies, the Courts MUST grant an order.

You should always take legal advice from a solicitor, the local Law Centre, the Citizen’s Advice Bureau, or any other independent advice agency if you receive any type of legal notice from us.

As an Assured Shorthold tenant you have certain legal rights.

These are explained later in the chapter.

Supported Housing Scheme Occupancy Agreement These agreements are unique to each supported housing scheme, but will offer residents the most secure form of tenancy agreement that is appropriate for the scheme. Some of these agreements will be tenancies and some will be licenses.

You can receive more information on your occupancy agreement by contacting either the Project Manager or your Housing Officer.

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Joint Tenancies Joint tenancies will normally be offered to married couples and established couples who have been living together, including same sex couples. A sole tenant who later marries or co-habits can be granted a joint tenancy upon request.

The Association will normally consider a request for a joint tenancy after your partner has been living with you for at least a year. We may refuse to grant a joint tenancy in some situations, for example, if there are rent arrears outstanding, or there has been some other breach of your tenancy conditions.

If you become a joint tenant, each of you has an equal claim to the tenancy as well as an equal responsibility. Each joint tenant can be pursued separately for any breaches of the tenancy agreement. For example, if you move out of your home, but your partner remains in occupation, you will still be liable for any rent arrears that accrue if your name is still on the tenancy agreement.

Equally, if you leave your home, but your name remains on the tenancy agreement, you do not lose any rights under the tenancy. The presence of your partner in the home ensures that you retain your security of tenure. You can therefore return at any time and claim your tenancy rights.

A tenancy cannot be changed simply because one of the joint tenants has left. We need written confirmation from both parties before the tenancy can be changed into a sole tenancy.

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A joint tenancy has clear legal status. There are only five ways in which a joint tenancy can either be ended or changed into the sole name of one partner: 1. If a Possession Order is granted by the County Court, the order will apply to both tenants, and the tenancy will be ended.

2. If both parties agree in writing, a joint tenancy can be assigned into the sole name of one of the joint tenants. The remaining tenant will then have sole rights and responsibilities under the tenancy agreement.

3. As joint tenants, either one of you can end the tenancy, by giving notice. The notice will apply to both tenants, and you will both be required to leave the property.

4. A County Court can make an order that a tenancy is assigned into the sole name of one tenant as part of a divorce, separation or guardianship proceeding.

5. If one of the joint tenants dies, the remaining tenant will succeed to take over the tenancy.

It is very important that you understand the implications of becoming a joint tenant. If you would like some further advice, please contact your Housing Officer on 029 2025 9100 or seek independent legal advice.

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Transferring Your Home To Someone Else This is called ‘Assignment’. If you are an Assured or Secure tenant, you may be able to assign your tenancy in certain specified circumstances, such as a marriage breakdown (see ‘Joint Tenancies’). This type of transfer can only happen with the consent of the Association, and is usually only permitted between partners. You do not have this right if you are an Assured Shorthold tenant.

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What Happens To Your Home If You Die? When a tenant dies, the tenancy can pass to certain members of the family living in their home.

This right to inherit a tenancy is called a succession.

This right applies to all types of tenancies.

A succession can only happen once.

Succession can happen in a number of ways: • If there is a joint tenancy, and one of the joint tenants dies, the surviving tenant succeeds to the tenancy and becomes the sole tenant. If there is no joint tenant, then the spouse or co-habitee living with the tenant at the time of death has the right to succeed to the tenancy. • If there is no spouse or co-habitee, then another member of the family may have the right to succeed, but only if they were living with the tenant at the date they died, and for at least 12 months before that. For this purpose, family includes parents, grandparents, children, brothers and sisters, uncles, aunts, nephews and nieces.

Step and half relatives also have this right.

If there is more than one family member entitled to succeed, they may decide between themselves who should take over the tenancy. If an agreement cannot be reached, then the Association will decide.

If you succeed to a property that is bigger than you need, we can ask you to move to a smaller property. We will not normally do this if you were the partner of the person who died.

If you succeed to a property that has been specially adapted for a disabled person, and you do not need the adaptations, we will ask you to move to an alternative property to allow someone else with a disability to utilise the adaptations.

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Your Right To Apply For A Transfer, Or Swap Your Home With Someone Else Transfers If your circumstances change, you can request a transfer by applying to Cardiff Council’s Common Waiting List. When applying to the Common Waiting List you may be offered a transfer from the Council or any of the housing associations in Cardiff. If you would prefer to only be re-housed by Taff Housing Association, please state this on your application form.

If you currently hold an Assured Shorthold tenancy agreement, you will not be able to apply for a transfer until you become an Assured tenant after 12 months.

All applications to transfer will be considered, however, priority will be given to those in greater need. Greater priority may be awarded in the following situations: • Your current home is overcrowded.

• Your current home is under-occupied.

• Where there are health or social problems that can be helped by moving to alternative accommodation.

• You need to live in a particular area, for support or care from relatives, or you need to be near specialist services such as a hospital.

• You or a member of your household is being harassed and you would benefit from moving.

All applications will be accepted, however, if you have rent arrears you will have to clear all the outstanding balance before you will be offered a transfer.

If your current property is in a poor condition, you will have to bring the property up to standard before you can transfer to another property. If you transfer and leave your property in a poor condition, we will bring the property up to standard and recharge you.

If you require any help completing the application form, please call into reception where we will be happy to assist you. If you are unable to get to our office, please call your Housing Officer on 029 2025 9100 who will be happy to visit you at home to assist you.

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Exchanges If you swap your home and tenancy with someone else, this is called an exchange. You are responsible for finding some one to exchange with, however we do keep a register of people looking for exchanges in Cardiff. Please ask our Receptionist if you would like to have a look at it.

Can anyone Exchange?

If you have an Assured or Secure tenancy with Taff Housing Association, then you have the right to exchange with another tenant from any other housing association or the local authority.

How do I apply to Exchange?

Each housing organisation in Cardiff holds a copy of the Cardiff Exchange list. This list is updated by Cardiff Council every month and contains a list of all the people across Cardiff who are looking for an exchange.

Look through the list and contact the person you would like to exchange properties with. If you would like to go ahead with the exchange, contact your Housing Officer and complete an application.

If you exchange, you agree to take on the property in the condition you see it. The Association is not responsible for any re-decoration or damage caused by the previous tenant or their family.

Are there any reasons why I may not be allowed to exchange?

Taff Housing Association will agree to a request for an exchange unless: • Any type of legal proceedings have been commenced against you.

• Your home is too large or too small for the household you wish to exchange with.

• Your home has been specially adapted or designed to suit a person with disabilities and the person you wish to exchange with does not have a need for such adaptations.

• Your home is designated as ‘older person accommodation’ and the person you wish to exchange with is not elderly.

• You are in arrears or owe any other debt to the Association.

• You have an Assured Shorthold tenancy.

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Your Right To Have Lodgers Or Sub-Let Your Home You have these rights if you are a Secure or Assured tenant. You do not have these rights if you are an Assured Shorthold tenant.

Lodgers You can take in lodgers at your home, provided this does not cause your property to become overcrowded. A lodger will normally share rooms and facilities with you, like a family member. You must always seek permission from the Association before taking in a lodger, but we would only withhold permission if there was a good reason.

Please note that any income you receive from taking in a lodger must be declared, and may affect your Housing Benefit or other benefits.

If you move out, your lodger must also leave the property.

Sub-letting You have the right to sub-let part of your home, provided that this does not cause your property to become overcrowded. A sub-let tenant is different from a lodger because they will have exclusive rights to live in certain rooms or part of your home. They will normally live independently from you. You must always seek permission from the Association before sub-letting your home, but we would only withhold permission if there was a good reason.

Please note that any income you receive from sub-letting part of your home must be declared, and may affect your Housing Benefit or other benefits. If you move out, your sub-tenant must also leave the property.

You can only sub-let part of your home. If you sub-let the whole of your home, you will lose your security of tenure and we will re-possess your home.

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Your Right To Make Improvements To Your Property You have this right if you are a Secure or Assured tenant. You do not have this right if you are an Assured Shorthold tenant.

You can carry out improvements to your home provided that you get written permission from the Association for the work to take place. We will only refuse permission if there is a good reason, for example, if the proposed work would affect the safety, value or size of the building. For some alterations you will need planning permission and building regulation approval. You are responsible for checking whether these are needed and getting the necessary approvals before commencing work.

We will inspect the work when it is completed. If it is not satisfactory, we may ask you to carry out additional work. This will be at your own cost.

When you leave your home, you may be entitled to compensation for any improvements that you have made. This applies to certain types of improvement and is subject to certain conditions. The amount of compensation will relate to the condition and expected lifespan of the improvement. For more information, please contact the Head of Property Services on 029 2025 9100, or ask for a copy of our Compensation Policy.

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Your Right To Repair You have the right to get repairs done on time. Please see the section on ‘Repairs and Maintenance’ for more information on our repairs timescales. If we do not carry out a repair on time, you may be able to get the repair done yourself and ask us to pay the cost. To do this, you need to follow the rules under our ‘Right to Repair Scheme’. For more information on this scheme, please contact your Building Surveyor on 029 2025 9100. You may also have the right to claim compensation for repairs that are not done on time. Please ask to see a copy of our Compensation Policy.

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Your Right To Purchase Your Home The Right to Acquire If you have a Secure or Assured tenancy and you live in a property built after 1st April 1997, developed using Social Housing Grant, you may have the right to acquire that property. The maximum discount on the market value of your property is £16,000 (as at April 2004). To qualify for the right to acquire you must: • Be an Assured or Secure tenant.

• Have lived in a housing association, council or other public sector property for a minimum of 2 years.

If you would like more information on the right to acquire, please contact our Finance Team on 029 2025 9100.

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What We Can Do If Your Relationship Breaks Down If you are married or living with a partner and your relationship breaks down, you may need advice on your tenancy and other personal and legal matters. The law on relationship breakdown is complex, so you are likely to need legal advice. Telephone numbers for advice agencies and legal services are provided in the ‘Useful Contacts’ section.

You should also contact your Housing Officer to get advice on what this might mean for your tenancy.

We do try and deal sympathetically and promptly with tenancy matters after a relationship breakdown, in order to avoid further distress.

We always try to act objectively and impartially between partners.

The advice and assistance we can give will depend on whether you have a sole or joint tenancy. Please read the section on ‘Joint Tenancies’ for more information about this.

Where we can, we will give advice and assistance in finding alternative accommodation for a partner who needs to leave the property.

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What We Can Do If You Are Suffering From Domestic Violence If you are suffering from domestic violence or there is a serious threat of violence from someone living in your home, you may need advice on your tenancy and other personal and legal matters. Telephone numbers for advice agencies and legal services are listed in the ‘Useful Contacts’ section. You should also contact your Housing Officer, who will be able to give you advice and assistance. The advice we can give you will depend upon whether you have a sole or joint tenancy. Please see the section on ‘Joint Tenancies’ for more information about this.

If you need to move home due to domestic violence, we can assist you with making an application to the Common Waiting List where you may be given priority status. If you are unable to return home due to domestic violence, Cardiff Council will be able to provide you with details about refuges and hostels suitable for your circumstances.

If you wish to stay in your home, you can get advice and support from Women’s Aid, the Women’s Safety Unit and your Housing Officer about how to make your home safer. We may also be able to assist by taking legal action, such as an Injunction, against the person who is abusing you.

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What We Can Do If You Are Suffering From Racial Or Other Harassment Harassment is a criminal offence. It is the deliberate interference with the peace, comfort or safety of any person on the grounds of race, ethnic origin, religion, sex, sexual orientation or disability. It includes graffiti, damage to property, abuse, threats and physical attacks.

The Association has developed a comprehensive policy to deal with incidents of harassment. If you are a victim of harassment, please contact your Housing Officer immediately. We will treat any complaints of harassment with care and sensitivity, and in full confidence. We will take action against any offending tenant.

You should also report the harassment to the police, and we will work closely with them to resolve the problem. You can also receive support and advice from the Equality & Human Rights Commission or Race Equality First.

If you want to move home because of harassment, we will treat you as a priority, and will do our best to move you as quickly as possible.

This might include transferring you to one of our other properties, or asking another housing association to give you a property.

Useful Contact Numbers

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Citizens Advice Bureau

Tel no: 0870 126 4028

Equality & Human Rights Commission (Wales)

Tel no: 0845 604 8810

Police Minorities Support Unit

Tel no: 029 2052 7234

Race Equality First

Tel no: 029 2022 4097

Somali Advice Centre

Tel no: 029 2049 9916

Your Rent And Service Charges This section tells you: How we set your rent.

About service charges and how they are set.

About the ways you can pay your rent.

About Housing Benefit.

About your rent statement.

What to do if you are having difficulties paying your rent.

Where you can get specialist money management and debt counselling services.

• What will happen if you don’t pay your rent and service charges.

• • • • • • •

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How We Set Your Rent The rent paid to us by tenants covers the cost of providing and maintaining our houses. This includes paying for staff, paying for repair and maintenance work on our homes, and repaying money borrowed to finance the building of new properties. We are a nonprofit organisation and therefore we set our rent at the lowest possible level. The amount of rent you pay for your home will vary depending on the size and type of your home, where you live and whether you have a Secure or Assured tenancy. Before we change your rent we have to give you a month’s written notice.

Secure Tenancies If your tenancy started before 15 January 1989, the amount of rent you pay is fixed by the Rent Officer at Cardiff County Council. The Rent Officer is a public employee, and is completely independent of the Association. Every 2 years we can apply to the Rent Officer for your rent to be reassessed. The Rent Officer will consult with you before making a decision. If you disagree with the Rent Officer’s decision, you must appeal within 28 days to the Rent Assessment Committee. We can assist you in doing this. The Rent Assessment Committee’s decision is final, and is binding upon you and us.

We can ask for your rent to be reassessed within the 2-year period if there have been any changes to your home, for example, any major improvements.

Assured Tenancies If your tenancy started after 15 January 1989, you will have an Assured or Assured Shorthold tenancy. Your rent is fixed by the Association, although for some property types the rent is restricted to a certain level by the Welsh Government.

Your rent is reviewed every year, and we must give you at least one month’s notice in writing of any increases.

If you think we have set your rent too high you can appeal to the Rent Assessment Committee. They will look at all the facts and set a rent.

This may be higher than the rent we want to charge you. You can ask for advice about your rent from the Citizen’s Advice Bureau, the Law Centre or a solicitor.

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About Service Charges And How They Are Set We may also charge you a service charge. This is a charge on top of your rent, and covers the cost of additional services we provide.

The services we charge for include: • • • •

Providing an Estates Assistant.

Gardening.

Cleaning and lighting communal areas.

Servicing door entry systems.

If you are required to pay a service charge, you will have received a service charge schedule with your tenancy agreement. This sets out all of the services we charge you for, and how much they are. Your service charges are based upon what it actually costs us to provide the service.

Service charges are reviewed annually. We are required to give you at least 28 days’ notice if we intend to increase your service charges, and we will consult you before changing them. This will give you the opportunity to give us any feedback on the services you receive, and to see how your charges are calculated.

There is further information about service charges in the ‘Tenants’ Guarantee’.

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About The Ways You Can Pay Your Rent Your rent is payable every Monday in advance for that week.

This is a condition of your tenancy agreement.

If you pay your rent after Monday, your payment may not show on your rental account for that week, and your account will show in arrears.

If you wish to pay your rent monthly, it should be paid in advance for the forthcoming month. If you need any assistance with calculating your monthly payments, please contact your Rents Officer or Customer Service Advisor on 029 2025 9100.

If you would like to pay your rent at any other frequency, please contact your Rents Officer or Customer Service Advisor, on 029 2025 9100, for advice.

There are several ways that you can pay your rent:

Rent Card You can pay using your rent card at any Post Office, or any outlet displaying the Pay Point or Payzone logo. Please contact your Customer Service Advisor on 029 2025 9100, for a list of all the outlets in your local area. If you need a new rent card, please contact your Customer Service Advisor on 029 2025 9100.

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Direct Debit We can arrange to debit your rent directly from your bank account, at a frequency agreed with you. This takes all of the hassle out of paying your rent, as we do the work for you! Please contact your Customer Service Advisor or Rents Officer to set up your direct debit over the telephone on 029 2025 9100. Don’t forget that it takes up to 14 days to set up, so please allow enough time for the commencement of your direct debit. We will always inform you in advance of any changes in the amount of rent we will be collecting, and you can cancel your direct debit at any time by informing your Customer Service Advisor and your bank. Remember, you must ensure that you have enough money in your bank account.

Standing Order This is an instruction that you give to your bank to pay us on a regular basis. This differs from a direct debit, as you will be responsible for informing your bank of any changes in payments that are required, for example, when your rent increases. If you would like to pay by standing order, please ask your Customer Service Advisor for a Standing Order Mandate. Remember, you must ensure that you have enough money in your bank account.

Counter Payments You can now make counter payments at our offices, by using a chip and pin facility in reception. You can pay by using debit or credit cards and you will be given a receipt upon payment. This saves you carrying cash, as payment will come directly from your card.

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Debit/Credit Card on the Internet You can now pay your rent over the phone or on-line, using your debit or credit card.

It couldn’t be easier... both services are available 24 hours a day, 365 days a year.

You will need to have the following information to hand: • Your allpay.net card number. This is displayed on the front of your rent card. If you do not have a rent card please telephone our Customer Service Advisors on 029 2025 9100.

• Your debit/credit card number.

• The expiry date of your debit/credit card.

• The issue number of your debit/credit card (for Switch cards only).

• The amount you wish to pay.

Debit/Credit Card over the telephone or in the office You can now pay your rent in reception via our chip and pin machine, all you need is your debit/credit card and your pin number. To pay over the telephone, please call our rents team on 029 2025 9100 during office opening times.

To pay on line, please follow the link on our website www.taffhousing. co.uk to Allpay. You will receive full instructions on-line. Again, please keep the authorisation code for your payment in a safe place.

To make payment direct to Taff, simply ring our offices on 029 2025 9100 and make sure you have your debit/credit card available.

This is a quick and easy method to make payments direct to your rent account.

Cheque Your cheque should be made payable to ‘Taff Housing Association’.

You can send or bring your cheque to our office at: Alexandra House, 307 – 315 Cowbridge Road East, Canton, Cardiff, CF5 1JD. Please remember to put your name and address on the back of the cheque.

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About Housing Benefit If you are entitled to Housing Benefit to assist you with the payment of part or all of your rent, you can arrange for this to be paid directly to us by the Housing Benefit Department. For advice on this option, or to obtain an application form, you can contact your Rents Officer or Customer Service Advisor on 029 2025 9100, or the Housing Benefit Department, on 029 2087 2087.

An officer from the Housing Benefit Department holds a surgery at our offices every Tuesday afternoon from 9.30am. If you have any queries about your Housing Benefit claim, please call in to see them.

Housing Benefit evidence can be handed into our offices, or you can go directly to Marland House to produce all documents, using their fast track service.

There are several very important things to remember if you claim Housing Benefit: • It is your responsibility to ensure that your Housing Benefit is paid to us on time. Please do not forget that the responsibility for payment of rent remains with you, not the Housing Benefit Department.

• If you receive Housing Benefit for only part of your rent, you must make arrangements for paying the remainder.

• You must tell the Housing Benefit Department and your Rents Officer if your circumstances change, for example, if a child reaches the age of 18, someone moves in or out, or you start work.

If you do not inform the Housing Benefit Department of any changes, you may receive benefit which you are not entitled to, and you will be asked to repay it.

• You must answer all letters you receive from the Housing Benefit Department, even if you think they already have the information.

If you do not, your benefit may be cancelled, and you will have to pay the rent yourself.

• You must fill in and return a new Housing Benefit form when you receive one. If you do not, your benefit may be cancelled, and you will have to pay the rent yourself.

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• If your benefit stops, for any reason, you will have to pay the rent yourself.

• If you need any help or advice with your Housing Benefit claim, please contact your Rents Officer on 029 2025 9100.

• If you are in dispute with the Housing Benefit Department regarding your claim, we can refer you to our Welfare Rights Officer, who will be able to assist you with claims for backdated benefit or appeals.

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About Your Rent Statement We will send you a rent statement every 3 months. This shows all the rent we have charged you, and all the payments you have made. You should check this statement carefully to ensure that all your payments are there. If you have any questions about your rent statement please contact your Rents Officer or Customer Service Advisor on 029 2025 9100.

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What To Do If You Are Having Difficulties Paying Your Rent If you are experiencing any difficulties in paying your rent, please contact our Rents Team, on 029 2025 9100, as soon as possible. We will do whatever we can to assist you in maintaining your rent payments.

If you would like advice on what benefits are available to you, or require support to deal with debts, we can refer you to our Tenancy Support Team. If you would like further information about Tenancy Support please contact the Taff Tenant Support Team on 029 2025 9100.

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Where You Can Get Specialist Money Management And Debt Counselling Services If you think you need specialist advice about your financial affairs, you can contact: Riverside Advice Centre

029 2034 1577

The Citizens Advice Bureau

0870 126 4028

National Debtline

0808 808 4000

Cardiff Law Centre

029 2049 8117

Housing Benefit

029 2087 2087

Consumer Credit Counselling Service

0800 138 1111

The UK Insolvency Helpline

0800 074 6918

Taff Housing Association has a specialist in-house Welfare Rights Officer. You can reach this service on 029 2025 9193.

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What Will Happen If You Don’t Pay Your Rent And Service Charges The rent you pay us is our main source of income. We need it to carry on providing homes to people who need them. This is why we are quick to remind you when you owe us rent.

If you do fall behind with your rent, we can help you by: • Giving you benefits advice and helping you claim any benefits you might be entitled to.

• Making an affordable repayment arrangement with you if you can’t afford to pay the money back straightaway.

• If you are more than 4 weeks in arrears, and are in receipt of Income Support or Income Based JSA, we can apply to the Department of Work and Pensions to have some money deducted from your weekly benefit to pay off your arrears.

If you don’t keep to an arrangement with us, or fail to contact us about your arrears, we will issue you a Notice of Seeking Possession. This is the first step towards taking you to court to regain possession of your home. If we have to take you to court, you not only risk losing your home, but you will also incur additional court fees. Remember, we don’t want anyone to lose their home, but if you don’t pay your rent we will have to ask you to leave. If you lose your home because you haven’t paid your rent, it is unlikely that the Council or another housing association will re-house you.

If you fall into arrears please follow this advice: • Carefully read any letters you receive from us.

They will explain what you need to do, and what your rights are.

• Contact us immediately – we can help.

• Come to an agreement to pay off your arrears in a way you can afford, and stick to it.

• Take independent advice.

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You And Your Neighbours This section tells you: • What your tenancy agreement says about neighbour nuisance and anti-social behaviour.

• How to be a good neighbour.

• Advice for people living in flats.

• What you should do if you are suffering from neighbour nuisance or anti-social behaviour.

• What we will do if we receive a report of neighbour nuisance or anti-social behaviour.

• About mediation.

• About the Victim and Witness Support Project.

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What Your Tenancy Agreement Says About Neighbour Nuisance And Anti-Social Behaviour Your tenancy agreement states that you are responsible for the behaviour of everyone (including children) living in or visiting your home. You are responsible for them in your home, on surrounding land, in shared areas, and in the neighbourhood around your home.

Your tenancy agreement states that you must not do the following, or allow anyone living with you or visiting you to do the following: • Cause a nuisance to, annoy or disturb any other person, including your neighbours, neighbours’ visitors, and our employees or agents.

Examples of nuisance behaviour include: allowing or making noise at your home, which can be heard outside your home or by neighbours, such as playing loud music or instruments, playing your TV loudly, slamming doors and shouting; allowing dogs to bark or foul public areas; being offensively drunk; selling or using drugs; dumping rubbish and playing ball games.

• Harass any other person, including your neighbours, neighbours’ visitors, and our employees or agents. Examples include racist behaviour or language; using or threatening to use violence; using abusive or insulting words or behaviour; damaging or threatening to damage another person’s home or possessions and writing threatening, abusive or insulting graffiti.

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How To Be A Good Neighbour The Association wants all its tenants to enjoy their homes and take pleasure from living in a friendly, caring community. Please make sure that your family and visitors consider your neighbours.

For example, in the hot weather when windows are wide open, remember that the sound of your TV, radio or CD player travels further, so please keep the volume down.

Think about elderly people who live near you, or families with young children who may go to bed earlier than you, and try not to make a lot of noise late at night.

If you are planning a party, let your neighbours know in advance - in fact, why not ask them to come over and join in!

If you are planning some DIY, or other noisy activities, be courteous, and let your neighbours know what you are planning to do.

Remember – a little bit of consideration goes a long way!

3

Advice For People Living In Flats Obviously, living in a flat means you are closer to your neighbours than if you live in a house, and noise will travel more easily. This means that you should take extra care not to cause a nuisance to your neighbours.

For example, laminate or wooden flooring can cause a lot of noise for someone living below you. You must always seek permission from us before installing such flooring. If we think this will cause too much noise for your neighbours we may refuse permission.

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What You Should Do If You Are Suffering From Neighbour Nuisance Or Anti-Social Behaviour If you feel that a neighbour is behaving unreasonably, there are several ways to approach the problem. Please remember that the Association may not be able to deal with all aspects of noise or nuisance.

• The first thing to do is to speak to your neighbour about the problem. This is best done quietly and calmly. Why not have a chat over a cup of tea? After all, your neighbour may not have realised they were causing a problem, and may be happy to put it right.

• If the nuisance still continues, you should contact your Housing Officer for help and advice. Your Housing Officer will explain what action the Association can and cannot take, as well as advising you which other agencies may be able to help. If the nuisance involves criminal activity, it is very important that you also report it to the police, and obtain a crime reference number.

• You should keep a ‘diary’ of every incident that occurs, including the date and time of the incident, a record of what occurred, and the names and addresses of any witnesses. This will help the Association in deciding the best course of action, and will provide vital evidence if it is necessary to take any form of legal action.

• If you are ever in any doubt about your own personal safety, please contact the Police on 999.

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How Do I Know Who To Call To Deal With Different Types Of Nuisance?

101 – The Non-Emergency Number. This is a number available for the people of Cardiff to report anti-social behaviour and nuisance that affects their neighbourhood or community.

Provided by South Wales Police, it offers an easy to remember number that allows people to report incidents of: • • • • • • •

Vandalism and graffiti.

Drunken and rowdy behaviour.

Drugs related anti-social behaviour.

Intimidation and harassment.

Gangs of youths causing nuisance.

Domestic violence.

Any law breaking activity that is not an emergency.

For the following problems, please call Connect to Cardiff (C2C) on 029 2087 2087.

• Broken street lighting.

• Abandoned vehicles.

• Dumping and fly tipping.

For any noise nuisance complaints, including barking dogs and loud parties and music (see below) please call Pollution Control on 029 2087 1650. This number also operates out of hours.

You should always report neighbour nuisance of any sort to Taff Housing Association as well as the numbers above. We now have a dedicated Taff Housing Association Out-of-Hours Anti-Social Behaviour Reporting Line on 029 2025 9100. Please use this line if you are affected by nuisance and anti-social behaviour out of office hours. As soon as we return to work an officer will call you to discuss this report and take action.

IN EMERGENCY PLEASE CALL 999 If you are unsure about what to do please speak to your Housing Officer.

Other contact numbers are listed in the ‘Useful Contacts’ section of this handbook.

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What We Will Do If We Receive A Report Of Anti-Social Behaviour Or Nuisance As a responsible social landlord, Taff Housing Association is committed to preventing and addressing incidents of anti-social behaviour and harassment, and supporting tenants and other residents who suffer as a result of others. We aim to resolve disputes between neighbours as quickly and appropriately as possible A victim-centred approach will ensure that all incidents perceived to constitute anti-social behaviour or harassment will be investigated immediately and thoroughly. We will deal sensitively with all reports of anti-social behaviour or harassment and will seek to support victims by working with them to find and agree an approach with which they are comfortable.

Initially, we will try to resolve the problem informally by discussing the complaints with all parties concerned and trying to reach a resolution.

We will not take sides and will always strive to listen to both sides of the story. This may include the use of a professional mediator. If this approach fails, we can consider the following action. Any action taken will be based on the facts of each case, and the evidence available.

• We will consider all available legal remedies. These include Injunctions, Demotion of Tenancy Orders, Anti-Social Behaviour Orders and Possession Proceedings, leading to eviction. Please remember, however, that such action can only be taken where clear evidence exists to support it.

• Where we do not have the power to act, or where other agencies are better placed and equipped to deal with a situation, we will make this clear. In such situations we will work with those other agencies and, where possible, take action to complement their approach. For example, some acts of anti-social behaviour are also criminal offences and Taff will work with victims and the police to address such problems where this is necessary.

• We will draw up an ‘action plan’ with you so that you are clear about what we will be doing.

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About Mediation Many neighbour problems can be sorted out by talking things through and coming to an agreement. We recognise that sometimes this can be difficult. In such cases, we can refer you to an independent mediator.

Their job is to facilitate such discussions and to ensure that everyone: • Feels safe.

• Is able to have their say.

• Reaches a resolution that all parties are happy with.

The mediation service is free, completely impartial, completely independent, and completely confidential. The mediator will not discuss anything you say with the housing association, unless you give your consent, but will report progress, for example will let the Association know if both parties are attending the meetings.

About The Victim And Witness Support Service This service is free, confidential and independent of the Association and can provide you with practical help, information and support, as well as someone to talk to.

If you would like to know more you can ask your Housing Officer to refer you, or you can contact the Victim Support Team directly on 0845 612 1900 www.victimsupport.org.uk

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Your Neighbourhood This section tells you about: Refuse collection and recycling.

Parking.

Abandoned, untaxed or broken down vehicles.

Gardens.

Communal areas and facilities.

Pets.

Promoting Community Safety.

Neighbourhood Watch.

Police and Communities Together (PACT) partnership.

101 - The Single Non-Emergency Number – when it’s less urgent than ‘999’.

• What’s on in your area.

• • • • • • • • • •

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Refuse Collection And Recycling Rubbish left in a garden or out on a pavement for days is not only unsightly, but can attract dogs, cats and even vermin.

When you move into your home you can contact Cardiff County Council on 029 2087 2087 for information about the refuse collection service. They will tell you which day your rubbish will be collected.

If possible, put your rubbish out on the morning it is due for collection, but no earlier than the previous evening.

You must not store any rubbish, belongings, items of furniture or household waste in any communal hallways, stairs or landings as this blocks other tenants’ right of way, as well as causing a health and fire hazard. We will remove any rubbish or belongings found in communal areas, and you will be re-charged for the cost of this.

Taff Housing Association also keeps a stock of free food waste and green recycling bags in reception for collection. Similarly, you can visit our website for up-to-date information on refuse collection in your area.

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Parking If you have a car, you should use the parking spaces provided as part of your home. Tenants always take precedence over visitors when it comes to parking spaces. Where parking permits have been issued, these must be visible on your windscreen.

Do not park your vehicle: • Where it will block access for any emergency vehicles. • On your garden, on footpaths, pavements or grass verges. • In spaces marked for the use of disabled residents, unless you have a valid disability badge.

Do not park large commercial lorries, buses or vans in residential areas even if they are used for your job.

Caravans are only allowed for very occasional overnight parking.

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Abandoned, Untaxed Or Broken Down Vehicles If a vehicle is left in a very poor state of repair or does not have a current tax disc, we will try to contact the owner, get them to remove it, or have it removed ourselves. The last known registered keeper on the DVLA records will be charged for this service.

If your car or other vehicle has broken down and is parked on our land, please let the office know straight away. You will be given a reasonable time to repair or remove it.

Vehicle repairs, other than casual maintenance work to your own vehicle, are not allowed. This means that you must not offer a vehicle repair service to others if repairs will be carried out on our property.

4

Gardens Keeping your garden tidy is a condition of your tenancy agreement and important for the overall appearance of your home and your neighbourhood. If you have your own garden, you are expected to maintain it. The minimum standard is that you cut the grass regularly, and that there is no rubbish lying around. Please remember, too, that you are responsible for disposing of any grass or garden clippings.

Communal Areas And Facilities If there are any communal gardens or landscaped areas where you live, we will look after these. This includes cutting the grass, maintaining planted areas, litter-picking and weeding. We will also keep any communal hallways, stairs and landings in a clean and tidy condition.

You will pay for these services in your service charge.

If, as residents, you would like to maintain these areas yourselves, please contact your Housing Officer.

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Pets If you want to keep a pet, you must ask us first. If the pet will not be a problem to your neighbours, permission will normally be granted.

However, we can withdraw permission to keep a pet if it causes a nuisance to your neighbours. Nuisance caused by pets can include: • Bad odours, e.g. from dirty kennels or hutches, or from fouling in the garden which is not cleaned up regularly.

• Noise, e.g. constant barking.

• Fouling public areas.

• Being allowed to roam in public areas unsupervised.

• Being dangerous or frightening to neighbours.

If you live in a flat, you may not be allowed to keep certain pets.

Please see the section on ‘Living in Flats’ for further information.

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Promoting Community Safety We contribute to promoting community safety in a number of ways: • Participating with the police, the Council and other statutory agencies in the detection and prevention of crime and anti-social behaviour. This includes involvement in Information Sharing Protocols, attending regular Anti-Social Behaviour Problem Solving Groups, attendance at the Cardiff Exclusions Panel and attendance at local PACT meetings.

• Making sure our new homes conform to ‘Secure by Design’ standards.

• Promoting community safety with our tenants.

• Taking action against those who have committed crimes and acts of disorder on our estates.

Neighbourhood Watch You can contribute to community safety by starting a Neighbourhood Watch Scheme in your local area. This is a scheme where you can get involved in keeping a watch on homes in your local community and reporting any suspicious activity to the police.

You can find out more about how to set up a Neighbourhood Watch Scheme by contacting the National Neighbourhood Watch Association (NNWA) or your local police station. NNWA can be contacted on: 020 7963 0160 info@neighbourhoodwatch.net

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Partnerships And Communities Together (PACT) Every month, the local police officers for each ward area hold a PACT meeting. The purpose of the meeting is to encourage local residents, businesses and agencies to raise their concerns about issues of community safety or anti-social behaviour in their community.

The residents at the meeting will jointly agree their 3 top priorities for the police to concentrate on over the following month. The Neighbourhood Team will work closely with partner agencies to tackle your priorities. A neighbourhood Co-ordinator will monitor progress and ensure that local Commanders are aware of the issues you have raised. At each meeting there will be a review of progress over the last month. This will enable you to see that working in partnership makes a difference.

If you would like more information about your local PACT meeting, please contact your Housing Officer or your local police station.

For information about your local PACT meeting, log on to: www.ourbobby.com and select your ward area (i.e. Canton, Riverside, Grangetown, Fairwater).

Or telephone 029 2022 2111.

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What’s On In Your Area CANTON Chapter Arts Centre: Cinema, exhibitions, theatre.

Market Road. 029 2039 9666.

Canton Community Hall: Indoor sports hall, 3 badminton courts function and committee room, martial arts, fitness classes, dance, yoga, 5-a-side football. Leckwith Road. 029 2034 4699.

Severn Road Education Centre: Community education and basic skills classes, including Arabic, art, CLAIT (computer basics), upholstery, web design, family history. Severn Road. 029 2023 1652.

Llanover Hall Arts Centre: Classes include painting, craft and drawing, parents’ and toddlers’ art, photography. Romilly Road. 029 2063 1144.

Wesleyan Church Community Hall: Sunday 10.30am – Family Worship and Junior Church with crèche facilities Tuesday and Thursday 2.00pm – Indoor Bowls Club Tuesday and Friday 10.00am – Market Road Day Services Wednesday 6.00pm – Boys’ Brigade, for boys aged 5-15 Tuesday 6.00pm – Girls’ Brigade, for girls aged 5-18 Thursday 6.00pm – Slimming World Friday 7.30pm – Choir Practice Wednesday 9.30am – Parent and Toddlers First Thursday of the month 7.30pm – Thursday Ladies Club Cowbridge Road East. 029 2039 0527.

Canton Uniting Church: Groups and activities include: Alcoholics Anonymous Bible Study 3rd Cardiff Boys Brigade – Anchors boys aged 6-8yrs, Junior Section 8-11yrs and Company Section 11-16yrs 4th Cardiff Guides – Rainbows aged 5-7yrs and Brownies aged 7-10yrs Treasure Chest Playgroup – Children aged 2½ years to school age on Mon/Tues/Thurs/Fri 9.15am-12 noon – Weight Watchers 222 Cowbridge Road East. 029 2056 3740.

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Canton Salvation Army Centre: Sunday 11.30am – Young People’s activities Monday 9.30am – Parent and Toddler Group; 2pm – Home League; Tuesday 10am – Bible Study; 6.30pm – Young People’s Band practice; 7.45pm – Senior Band practice; Wednesday 7pm – Craft Group; Thursday 10am – Men’s Fellowship; 6.30pm: Singing Company.

429 Cowbridge Road. 029 2064 1030.

Gol Centre: 5-a-side football centre, league and children’s football, party hire. Lawrenny Avenue. 029 2037 5760.

RIVERSIDE South Riverside Community Centre: Community education, community activities, staffed Parent & Toddler Group, children’s craft sessions; Community Access to Lifelong Learning Project (basic computer and English (ESOL classes), most with crèche facilities; Adult Learners’ events and associated community development.

Brunel Street. 029 2022 0309.

Riverside Warehouse (youth centre): open week nights for girls, juniors and senior nights, activities, games and trips. Machen Place. 029 2022 6398.

Riverside Play Centre: Multicultural centre, open week day evenings, music, arts, sport, adventure play, games and trips, Ninian Park Road.

029 2039 5797.

Wyndham Street Centre: Riverside Luncheon Club and development work with older people and community hire.

Wyndham Street. 029 2023 7174.

Riverside Market: Every Sunday, between 10am-2pm at Fitzhamon Embankment in Riverside, right opposite the Millennium Stadium.

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GRANGETOWN Salvation Army Centre: 10am – family worship. 5.15pm – prayer meeting; Mon 7.30pm – Bible study; Tues 7.30pm – Band rehearsal; Thurs 12pm – Lunch club; 1.30pm – friendship group.

Corporation Road, Grangetown. 029 2064 0714.

The Buzz Centre: youth club, youth information shop; Monday 6-9pm – Junior Young Achievers; Wednesday 6-9pm – Seniors Duke of Edinburgh; Thursday 3-6pm – Seniors Agony Uncle (Career Guidance, Job Applications, Help with College & School Work; 6-9pm – Seniors General Youth Club; Friday 6-9pm – Seniors General Youth Club Saturday 2-4pm – Seniors Boys Duke of Edinburgh; Sunday 2-4pm – Juniors & Seniors SEF-Cymru Homework Club & Revision Session. 185-187 Penarth Road, Grangetown. 029 2066 6385.

Grangetown Play Centre: Multicultural centre, open week day evenings, music, arts, sport, adventure play, games and trips.

Ferry Road. 029 2039 5265.

St Paul’s Church-in-Wales: Friday 6pm – Sunday School club Friday 7.30pm – Youth Club Wednesday 10.30am – Coffee morning for over 60s.

Llanmaes Street. 029 2022 8707.

Samaj Hindu Community Centre: Hindu cultural and community activities. Mardy Street, Grangetown. 029 2037 2032.

Grangetown Muslim Cultural Centre: Mosque and education centre for adults and children. Daily prayers, advice and translation. Contact: Mohammed Saeed or Tariq Awan.

Clydach Street, Grangetown. 029 2023 9166.

Grangetown Baptist Church: Sunday 7pm – Young people’s meeting; Other: Monday 9.30-11.30am – Toddlers’ group, Tuesday 7.30pm-9pm – Youth evening 13-16 year-olds.

29 Clive Street, Grangetown.

029 2070 4541 or 029 2022 9567 / 029 2072 0684.

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Play and After School Clubs Mother & Toddler Group: (Thurs 10-11.30am) Ebenezer Church Hall, Corporation Road. 029 2039 4775.

Boys’ & Girls’ Club: Earl Lane, Contact: Butetown Youth Pavilion.

029 2048 8666.

St Patrick’s Playgroup: Large Hall, Bishop Street 029 2023 2385.

Soft Play and Sure Start Stay & Play Channel View Centre: Jim Driscoll Way, Avondale Road, Grangetown. 029 2037 8161.

Social activities Grangetown Local History Society: Meetings at Grangetown Library, Havelock Place, (First Wednesday of the month, 2pm-4pm).

Grangetown Art for Leisure Group: Channel View Leisure Centre, (Monday, 10am-12pm, new members and all standards welcome).

Friends and Neighbours Group (FAN): The Grangetown Women’s Group meets on Friday mornings at 11am. The Grangetown Men and Women’s Group meets on Wednesdays at 11am. 029 2063 8814.

Sports and leisure Channel View Leisure Centre: Facilities and activities include: cyber café, badminton, squash court, sports hall, all-weather 5-a-side pitch, fitness suite, dance studio, I.T. room, music room, crèche, children’s parties, holiday programmes, activities area, climbing wall, aerobics, circuits, boxercise, karate, climbing and other activities. 029 2037 8161.

Grange Albion AFC: Matches played at Coronation Park, Sloper Road.

Operates teams in the 1st Division of the South Wales Senior League and the Premier Division of the Cardiff and District League.

Cardiff International Athletic Club (CIAC): RFC 029 2022 5849 / 07989 827 866 or 029 2034 4127. CIAC Junior Rugby, The Marl, Grangetown (Girls/Boys, 7-13, Sun, 10.30am-12.30pm, contact 029 2022 5849 or 029 2034 4127).

St Patrick’s Karate Club: St Patrick’s Parish Hall, Bishop St. Shotokan karate, Mon 4.45pm-5.45pm (all grades), Fri 4.30pm-5.30pm (beginners), 5.30pm-7.30pm (novice to advanced). Contact: 07878 788034.

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Living In Flats This section tells you about: • • • • • • • • • • • •

How to minimise noise and nuisance.

Fire precautions.

Security – Door entry systems.

Refuse disposal.

Keeping pets in flats.

Drying areas/Laundry facilities.

Communal areas and gardens.

Window cleaning.

Parking.

TV aerials and satellite dishes.

Repairs.

Lifts.

1

How To Minimise Noise And Nuisance The Association wants all its tenants to enjoy their homes, and take pleasure from living in a friendly, caring community.

Please make sure that your family and visitors consider your neighbours. Obviously, living in a flat means you are closer to your neighbours than if you live in a house, and noise will travel more easily. This means that you should take extra care not to cause a nuisance to your neighbours.

For example, in the hot weather when windows are wide open, remember that the sound of your TV, radio or CD player travels further, so please keep the volume down.

Think about elderly people who live near you, or people with young children who may go to bed earlier than you, and try not to make a lot of noise late at night.

If you are planning a party, let your neighbours know in advance - in fact, why not ask them to come over and join in!

If you are planning some DIY, or other noisy activities, be courteous, and let your neighbours know what you are planning to do.

Laminate or wooden flooring can cause a lot of noise for someone living below you. You must always seek permission from us before installing such flooring. If we think this will cause too much noise for your neighbours we may refuse permission.

Remember – a little bit of consideration goes a long way!

2

Fire Precautions Fire precautions are in place for the safety and security of all residents. Please ensure that you: • Do not store rubbish, household waste, furniture or other belongings in any communal hallways, stairs, stairwells or landings. Such material could pose a fire risk, as well as impeding escape routes from the building.

• Do not tamper or interfere with any security or safety equipment, e.g. smoke detectors.

• Do not jam fire doors open.

• Do not smoke in communal areas.

• Do not store bottled gas, paraffin, petrol or any other dangerous goods in your home or any communal areas.

In the event of a fire, follow the instructions, which are displayed on your communal notice board. Fire alarms are located on each floor of all blocks of flats. The alarm can be raised by smashing the glass on the front. Do NOT use any lifts in the event of a fire.

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Security - Door Entry Systems Many flats have a door entry system; this means that access is restricted to residents and their guests. This should increase security for the block and ensure greater privacy for you and other residents.

For the system to work it is important that you shut the main door when you enter or leave and that you do not let anyone in that you don’t know. There is a trade button that is set at various times to allow your milk, post and papers to be delivered.

Any problems with the door entry system should be reported to Taff Housing Association on 029 2025 9100.

Please note: Communal doors should under no circumstances be wedged open as they are special fire doors and will help protect you should a fire break out in the building.

CCTV Some schemes will have CCTV as a deterrent to anti-social behaviour.

We will put signs up on any schemes where there is permanent CCTV in operation, and we will pass on any data to the police should incidents occur and be reported to us. We will not be able to release images to residents, but will fully cooperate with any police investigations.

4

Refuse Disposal Please ensure rubbish is not left on landings, stairwells or any other communal areas. Most blocks of flats have communal bin stores where you can dispose of your rubbish. Rubbish should always be placed in the designated paladins/bins in the bin store area, and not on the street or communal areas around the bin store. The bin store will be emptied by Cardiff Council’s refuse collection service on an allocated day of the week. Anyone found dumping rubbish in unauthorised areas will be charged for the cost of removing it.

For the free removal of bulky items please contact Cardiff County Council on 029 2087 2087.

5

Keeping Pets In Flats We do not always allow pets to be kept in flats. This is because some flats are not suitable for some types of pets. For example, we do not normally allow cats or dogs to be kept in flats, unless it is in a ground floor flat with access to a private garden area. If you would like to keep a pet, you must get permission in writing from us first.

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Drying Areas/Laundry Facilities Most blocks of flats have shared washing lines/drying areas, and some also have laundry rooms where there are washing machines and tumble dryers. Please remember that other people need to use these facilities, so collect your washing as quickly as possible.

The laundry is for the use of tenants of the scheme only. You must not take in washing for anyone else, or allow anyone else to use the facilities.

Taff Housing Association is responsible for maintaining these areas and for replacing washing lines/machines when necessary. You pay for this service in your service charge. Any faults should be reported to the office on 029 2025 9100, or the Estates Assistant for the block.

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Communal Areas And Gardens

Most communal areas are cleaned and maintained by an Estates Assistant. This includes corridors, stairs, stairwells, and landings.

There is a rota on your scheme notice board which will tell you when your Estates Assistant will be working at the scheme.

If you have any concerns about this service, please speak to your Estates Assistant, or contact the office on 029 2025 9100.

We employ a grounds maintenance contractor to look after any communal garden areas. This includes mowing the grass, weeding, trimming trees and plants, and litter picking. Your Estates Assistant is responsible for monitoring the standard of this service. Please advise him if you have any concerns.

You pay a service charge for these services.

If, as a resident you would prefer to maintain these areas yourself, please contact your Housing Officer.

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Window Cleaning In some schemes we employ a window cleaner to clean the outside of the windows on a regular basis. You will have to clean the inside of the windows yourself. If you feel that this service is not regular enough, or if you experience any problems with this service, please inform your Estates Assistant.

You pay a service charge for this service.

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Parking If you have a car, you should use the parking spaces provided. We cannot always provide a parking space for every flat, and therefore parking is on a ‘first come, first served’ basis.

Tenants always take precedence over visitors when it comes to parking spaces. Where parking permits have been issued, these must be visible on your windscreen.

Do not park your vehicle: • Where it will block access for any emergency vehicles.

• On the garden, on footpaths, pavements or grass verges.

• In spaces marked for the use of disabled residents, unless you have a valid disability badge.

Do not park large commercial lorries, buses or vans in residential areas even if they are used for your job.

Caravans are only allowed for very occasional overnight parking.

TV Aerials And Satellite Dishes Most blocks of flats have a communal television aerial.

You must get permission from us before you have a dish fitted. In addition, dishes on flats are restricted by planning regulations. If you install a satellite dish, it is your responsibility to obtain any necessary permission from the Council Planning Department.

You are responsible for any damage which occurs while fitting the dish.

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Repairs If you live in a block of flats, it may be necessary for us to get into your flat to remedy a repair, even if the fault is not in your flat.

This could be, for example, if there is a leak from the flat above you.

For further information about our repairs service, please see the section on ‘Repairs and Maintenance’.

The Association is also responsible for all repairs to the outside building and structure of a block of flats. If you have any repair concerns, please contact your Building Surveyor on 029 2025 9100.

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Lifts The lifts are covered by a 24-hour breakdown service. If the lift is not working, please inform your Estates Assistant or contact the office on 029 2025 9100.

If someone is trapped in a lift, ring the emergency telephone number on the sign. The contractor will attend promptly to free them.

A list of the telephone numbers for our out of hours service is located on your scheme notice board. They are also listed in the ‘Repairs and Maintenance’ section of this handbook.

Please Note: In the event of a fire the lift must not be used.

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Specialist Accommodation For Older People This section tells you about: • • • •

What is retirement housing?

The Community Alarm and mobile warden service.

The on-site Scheme Manager and Support Services.

Social activities.

1

What Is Retirement Housing?

Our retirement flats are specially designed to meet the needs of older people. They provide a convenient and comfortable home that allows you independence in a safe and secure place. The accommodation can range from selfcontained, purpose-built flats, complete with emergency alarms, to blocks of flats that also have shared areas such as a residents’ lounge, laundry room and the support of a Scheme Manager. In most cases you will need to be aged 55 or over to be eligible for housing at one of our retirement schemes, although we can consider younger people in some circumstances, for example, those with a disability.

The flats in our retirement schemes have all the facilities and services provided in our other flats (please see our leaflet living in flats), but they also benefit from the additional services listed below.

We currently operate three retirement schemes, each offering a different level of support: • Mardy Court, Grangetown This is a scheme of 15 self-contained flats, which benefits from the provision of a 24-hour emergency alarm service.

• Alexandra Court, Canton This is a scheme of 16 self-contained flats, which benefits from the provision of a 24-hour emergency alarm service and two daily visits from the mobile warden service. This scheme also has a residents’ lounge area and a laundry room.

2

The Community Alarm And Mobile Warden Service Each room in your flat has a pull cord, and there are also various pull cords throughout the communal areas of the building. These cords are linked directly to Cardiff Council’s Community Alarm Service. In an emergency you can pull the cord, and this will alert the operators at the alarm service. This service operates 24 hours a day, every day of the year. The service operators can contact a relative or family member, alert the emergency services or send a mobile warden to assist you.

If you live at Alexandra Court, you will also receive regular daily visits from the Council’s mobile warden service. They will call at your flat to check that you are ok. If there are any problems they can assist you, contact a relative or family member, or call the emergency services.

The Association charges you for these services. If you are receiving benefits or are on a low income, you may be able to receive assistance with paying for these services from the Supporting People Grant.

If you would like more information about this, please contact your Housing Officer.

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Red Sea House Red Sea House is a scheme of 15 self-contained flats, which benefits from the provision of a 24-hour emergency alarm service. The scheme is designed for the needs of older people from the black and minority ethnic communities.

There is a residents’ lounge with internet and laundry facilities.

Meals can also be provided at the scheme.

At Red Sea House there is a Scheme Manager who works at the scheme from 9am to 5pm every weekday. If you pull your alarm cord whilst he is on duty, he will attend to assist you. At all other times, the emergency alarm will connect you to Cardiff Council’s Alarm Service, as described in the section on page 101. The Scheme Manager will make regular calls to you, to check that you are okay.

You will also receive additional support from our Scheme Manager or another Support Worker. This will include help with: • • • • •

4

Applying for benefits and grants.

Managing your money and paying bills.

Translation.

Complying with your tenancy, including paying your rent.

Emotional support.

Social Activities In Retirement Housing Alexandra Court and Red Sea House both benefit from a residents’ lounge/s. These are open to all residents and visitors to meet, chat and enjoy a cup of tea or coffee. They can also be used for a variety of other activities. Red Sea House also benefits from internet access, which is available to all.

It is up to residents to decide what kind of social events to organise, but these currently include bingo evenings, summer barbeques, quiz nights, Christmas parties, Eid celebrations and other religious or cultural events.

Red Sea House is also used by a local women’s sewing group, as well as for after-school activities for local children.

In Red Sea House there is a Tenants’ Association that raises money to organise many of the social events that take place. If you are interested in setting up a Tenants’ Group, please see the section on ‘Getting Involved’, or speak to your Housing Officer.

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6

Safety And Security This section tells you about: • • • • • • •

Home security.

Keys.

Smoke detectors.

Fire safety.

Fire safety in your home.

Electrical safety.

Gas safety.

1

Home Security The more secure your home is, the more secure you will feel.

Please follow these simple tips: • When you go out, close all the windows, lock your entrance door/s and leave a light on.

• Never leave your door key under the door mat or a flower pot.

• Check the identity of all callers before you let them in.

Taff Housing Association staff will always carry an identity badge.

• Always cancel newspapers/milk when you go away. Always let us know if you are going to be away from your home for a long period of time.

Keys We do not keep spare keys to your home. If you lose your key and the lock has to be forced, you will be charged for the damage caused and for any replacement locks/keys. It is therefore a good idea to leave a spare set of keys with a relative or friend.

2

Smoke Detectors We fit smoke detectors to all our properties, and service them every year. The alarm will make a loud noise if a fire breaks out.

You must never: • Try to disconnect your alarm.

• Paint over it.

• Move it.

If your smoke detector is battery operated you must never: • Remove the battery.

• Delay replacing a worn out battery.

For your own safety, please test the detector every month, and contact us on 029 2025 9100 if there are any problems.

You must allow us access to your home every year to enable us to service the smoke detector. Failure to do so could put you and your family at risk.

3

Fire Safety In Your Home GET SMART ABOUT FIRE, BUT IF NECESSARY 3 GET OUT. 3 STAY OUT AND CALL THE FIRE SERVICE! Your building has been built in such a way as to protect the people in it if a fire breaks out. The important thing to remember is that if a fire starts in your home, it is up to you to make sure that you can get out of it.

A recent fire safety awareness campaign by the government has highlighted that “It only takes three breaths of toxic smoke to render an adult unconscious and one breath of toxic smoke could kill a baby or a small child.”

Don’t wait until a fire happens, it may be too late! Read these notes and find out the best way for you and your family to get out of your home and also out of the building if a fire starts somewhere else, so that you and your family will be aware of what you should do.

Make your escape plan – get out alive!

3 Discuss your escape plan with everyone in your home, especially children, the elderly and disabled.

3 Your best escape route is your normal way in and out of your home, so keep it clear.

3 Think of difficulties you or others may have getting out, for example in the middle of the night.

3 Make sure everyone knows where to find door and window keys.

3 Consider a second escape route, in case the first one is blocked.

3 Establish the safest and quickest ways to escape from each part of the house.

3 Practice your fire escape plan.

4

You should also make sure that: 3 Cigarettes are properly extinguished before being put in bins.

3 Cooking equipment is kept in good working order.

3 Cooking equipment such as chip and frying pans are not left unattended.

If you and all the other people in the building follow this advice, you will be less likely to start a fire or be injured in one.

If you have any concerns regarding fire safety, please let us know so that we can advise you. Telephone 029 2025 9100

IF A FIRE BREAKS OUT IN YOUR HOME: If you are in the room where the fire is, leave straight away, together with anybody else, then close the door.

5 Do not stay behind to try to put the fire out.

5 Do not go back in to your home for any reason.

5 If there is a lift in your building do not use it.

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3 Tell everybody else in your home about the fire and get everybody to leave.

3 Close the front door and leave the building.

3 CALL THE FIRE SERVICE.

CALLING THE FIRE SERVICE: The fire service should always be called to a fire, even if it only seems a small fire. This should be done straight away.

To call the fire service by telephone: • Dial 999 from a landline or a mobile phone.

• When the operator answers, give the telephone number you are ringing from and ask for FIRE. • When the fire service answers, tell them clearly the address where the fire is.

• Do not replace the receiver until the fire service has repeated the address to you and you are sure they have got it right. The fire service cannot help if they do not have the full address.

• Find somewhere safe to wait. When the fire service arrives, give them as much information as possible about the fire and the building.

FIRE PRECAUTIONS: Fire precautions are in place for your safety, and in blocks of flats for the safety of all residents.

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IF YOU LIVE IN A BLOCK OF FLATS: Information on the fire alarm system in your building will be displayed on the notice board in the entrance hall. Ensure that you are aware of any specific instructions regarding action in the case of fire e.g. raising the general alarm by operating the call points where fitted and dialling 999.

If you see or hear a fire in another part of the building and you are unable to leave the building because of this, it will usually be safe for you to stay in your own home, but you must leave your home if smoke or heat affects it. If safe to do so, close all doors and windows.

• Do not store rubbish, household waste, furniture or other belongings in any part of the communal entrance or stairs. These items can block the escape route from flats and add to any fire that has started.

• Do not interfere with any fire safety equipment.

• Do not place objects by any fire door to hold it open.

• Do not store bottled gas, paraffin, petrol or any other dangerous goods in your home or any communal areas.

• Do not use a lift if there is a fire in the building or the fire alarm is sounding.

SMOKE AND HEAT ALARMS: These are fitted in our properties but the number and type varies.

The alarm will make a loud noise if a fire breaks out.

• You must never try to disconnect your alarm, paint over it, move it, remove the battery or delay replacing a worn out battery.

• You should remove dust from your smoke alarms regularly using a vacuum cleaner.

For your safety these alarms must be tested weekly. Use the test button to test the alarm. Please let us know immediately on 029 2025 9100 if they are faulty or you require advice on testing. You must allow us access to your home when required to enable us to service the smoke detector or fire alarm system.

The fire detection or alarm system has been designed for persons with no disabilities. Please let us know immediately if your circumstances have changed and if you require any specially adapted fire alarm systems to suit your requirements.

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Electrical Safety We suggest that you follow these handy hints to ensure your safety: • Switch off appliances when not in use and remove plugs from their sockets, especially when you go to bed.

• Use plugs that conform to British Standard 1363 or 1363A. Make sure they are fitted properly and are fitted with the correct fuse.

• Clocks, radios, table lamps and black and white televisions require 3 amp fuses.

• Colour televisions, electric drills, food mixers, hair dryers, irons and vacuum cleaners require 5 amp fuses.

• Electric fires, kettles, toasters, and washing machines require 13 amp fuses.

• Never run an electrical appliance from a light fitting.

• Always seek professional advice regarding electrical appliances.

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Gas Safety If you smell gas you must: • Turn off the whole supply and contact National Grid on 0800 111 999.

• Put out cigarettes and do not use matches or naked flames, and avoid using electrical switches (including light switches).

• Open doors and windows.

• Check that your cooker (if gas) has not been left on or that a burner or the pilot light has blown out.

Gas Servicing Gas boilers and fires can give off a deadly gas, carbon monoxide, if they are not serviced annually. By law , landlords have to service these gas appliances every 12 months. This also ensures the heating system is working properly, so it is less likely to break down, and it is cheaper to run.

Our servicing engineers will write to you shortly before the annual service date to give you an appointment for doing the service. If this is not convenient, ring to arrange a new appointment at a suitable time.

Please make sure you keep your appointment with the engineer and get your boiler serviced. If this is not done you are putting yourself, your family and possibly your neighbours at risk.

If you do not allow us access to your property to carry out this essential service, we will take legal action to gain entry. You will be liable for the cost of any legal action that we have to take.

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10

Repairs And Maintenance This section tells you about: • • • • • • • • • • • • • • • • • • • • •

What the Association will do.

What you must do.

Reporting a repair.

Repairs you must pay for and typical repair charges.

What should I do if I think a repair is re-chargeable?

Ways to pay your recharges.

Emergency repair service.

Locked Out? Criminal Damage.

Emergencies outside of office hours.

Timescales for carrying out repairs.

Repairs in a brand new home.

Letting us into your home to carry out repairs and servicing.

Major repairs.

Right to repair.

Compensation.

Planned improvements and cyclical maintenance.

Welsh Housing Quality Standards (WHQS).

Your right to carry out improvements to your home.

Contractors’ Code of Conduct.

Quality of work.

1

What The Association Will Do We will do the following: • Keep the main structure and exterior of your home in good condition. This includes roofs, walls, floors, ceilings, windows, external doors, drains, gutters, pipes, paths, steps, boundaries and gates and external decorations.

• Keep the following in good working order: • Gas, water and electricity systems.

• Kitchen and bathroom fixtures and fittings, such as sinks, toilets and baths.

• Heating equipment and water heating equipment provided by us.

• Alarms and safety systems.

• Keep any shared areas around your home in good condition, this includes stairs, lifts, landings and parking areas.

2

What You Must Do You must do the following: • Keep the inside of your home clean and decorated to a reasonable standard.

• Maintain your garden to a reasonable standard.

• Repair any damage caused deliberately or carelessly by you or anyone who lives with you or is visiting you. This includes replacing damaged internal doors, unblocking any drains that have been blocked through misuse, replacing broken toilet seats and replacing broken glass.

• Arrange and pay for a locksmith to gain access to the property if you lose your keys. If we arrange for a contractor to gain access, or change the locks, you will be re-charged for this service.

• Ensure your home is left in a good condition when you move out.

• Maintain your own appliances and white goods, fuses and light bulbs.

• Arrange for the treatment of any infestations, e.g. rats, fleas etc.

• Install TV aerials (unless you live in a block of flats).

• Fill minor cracks before redecoration.

• Adapt doors to accommodate carpets or floor covering.

• Connect washing machines and dishwashers.

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Reporting A Repair • Within a few days of reporting a repair you should receive a Works Order and a Tenant Satisfaction Form through the post.

• The contractor should call you to arrange a mutually convenient day (you will be given a morning or afternoon appointment, unfortunately we are unable to guarantee times).

• If the contractor does not call and the due-by date is approaching, please feel free to call the contractor on the number provided on the Works Order. Similarly, please call the contractor direct if you have any queries as to when the repair is likely to happen.

• Once the repair has been completed, please fill in the ‘Tenant Satisfaction Form’ and send it back to us in the pre-paid envelope provided, with any comments you may have. All returned forms are entered into a monthly draw to win £25.00 of ‘Love to Shop’ vouchers.

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Repairs You Must Pay For You may be charged for repairs if: • The repairs were your responsibility (please see ‘What you must do’).

• The damage was caused by you, your family or your visitors either deliberately or carelessly.

• You have not looked after your home satisfactorily, and the damage is beyond what we consider to be ‘reasonable wear and tear’.

• We have to remove any unauthorised alterations, including the making good of any damage caused.

• The Association has to put right something you have done, or failed to do.

• You call out the emergency repairs service for a non-emergency repair.

• You delay reporting a repair and the delay has caused additional damage.

• You are not at home for a pre-arranged appointment with our contractor.

Typical charges (correct as at September 2011) include: Door Lock Changes

Windows Boarding Up And Removal of Boarding

During Office Hours - £70.00 Out of Hours - £140.00 During Office Hours - £50.00 (not including new glazing) Out of Hours - £120.00 (not including new glazing)

Window Reglazing

Double Glazed

During Office Hours - £110.00 Out of Hours call out - £180.00

Single Glazed During Office Hours - £33.00 Out of Hours call out - £83.00

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Door Replacements PVCu doors Front door - £900.00

Rear door - £730.00 Wooden doors

Front door - £875.00

Rear door - £695.00 Internal doors

Replace internal door - £176.00

Bathroom repairs Replace broken wash-hand basin - £158.00

Replace broken toilet pan - £158.00 Electric fault due During working hours: £80.00 to Tenant’s own Out of hours: £140.00 appliance

Miscellaneous

Call out charge if you are not at home for a

pre-arranged appointment - £35.00 Replace broken or missing kitchen unit door - £75.00 Replace broken or missing kitchen unit drawer - £70.00

All charges detailed above are inclusive of VAT and administration uplift.

Please note that the above charges were correct at the time of going to press and can be used as a guide. However, specification will vary from item to item which may result in additional charges being incurred.

The Association reserves the right to recover any and all costs associated with the repair.

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What Should I Do If I Think A Repair Is Re-Chargeable?

If you are not sure whether a repair will be re-chargeable, please contact the Maintenance team for advice. If the repair is re-chargeable we can let you know how much we will charge you. You may be able to do it cheaper yourself.

In some circumstances we can allow you to pay your recharges in installments. Please speak to the Maintenance team for advice on this option. If you receive an invoice from us, please do not ignore it. If you do not pay, we will take legal action against you. This could include registering a County Court Judgment against you. This may affect your ability to obtain credit in the future.

Please note that you will not be eligible for a transfer if you have any debts outstanding. It is also unlikely that any other organisations will re-house you if you owe us any money.

If you continue to fail to pay your outstanding re-chargeable debt we may refuse to carry out any non-essential repairs to your home until an agreement is made and kept to.

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Ways To Pay Your Recharges Cash

Cash payments can be made at the reception area of our offices at 307 – 315 Cowbridge Road East, Canton, Cardiff, CF5 1JD.

Credit or Debit card

Paying with your debit or credit card using our ‘Chip and pin’ facility in our reception area of our offices.

Standing Order

Standing Order – this is an instruction you give to your bank to pay us on a regular basis.

Cheque

By cheque, made payable to ‘Taff Housing Association’. You can send or bring your

cheque to our offices. Please remember to put your name and address on the back of the cheque.

If paying by cash, cheque, credit or debit card please state that you are paying recharges. This is to prevent the money being put onto your rent account.

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Emergency Repair Service Locked Out? We do not keep spare keys to your home. If you lose your key and the lock has to be forced, you will be charged for the damage caused, and for any replacement locks and keys. It is therefore a good idea to leave a spare set of keys with a relative or friend. • If you are locked out during office hours, you can either arrange to have the lock changed yourself or contact our offices and we will arrange the works. The invoice will be sent to you for the works carried out. • If you are locked outside your home out of office hours, and you would like us to arrange a lock change, then please contact us on 029 2025 9100. Your details will be taken by our out of hours services and the information will be passed to our contractor, who will attend as soon as possible. The invoice will be sent to your home for the works carried out.

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Criminal Damage If you have a break-in or someone damages your home, please do the following: • Report the incident to the police and obtain a crime reference number. If you do not do this, you will be liable for the cost of any repairs to the property. • If you discover a break-in during office hours, contact us immediately on 029 2025 9100. • If you discover a break in outside of office hours and you need to secure your property, please contact our offices on 029 2025 9100.

Your repair will be taken and your details will be passed to our contractor who will attend and make the property safe.

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Emergencies Outside Of Office Hours In the event of a gas leak, contact National Grid on 0800 111 999.

For any other emergencies that occur OUTSIDE OFFICE HOURS, i.e., between 5pm and 9am Monday – Thursday, after 4pm on Fridays, at the weekend or on Bank Holidays, please contact us as follows: • For all heating, plumbing, building, glazing and electrical repairs please contact our offices on 029 2025 9100.

• For problems with Fire Alarm Systems, contact Tremorfa Ltd on 029 2033 0030.

• For lift problems i.e. people trapped in lifts, contact Schindler on 0800 335566.

You should only use this service in an emergency. If the repair is not an emergency, we will re-charge you for the cost of the call out.

The definition of emergency repairs is in the section – “Timescales for carrying out repairs”.

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Timescales For Carrying Out Repairs We aim to get your repairs completed within the following timescales:

Emergencies These are repairs where there are immediate health, safety and security risks to persons or a risk of serious damage to property. They are split into 2 priorities depending upon the risk.

Emergency – Priority 0 To be attended to within 3 hours and

completed or made safe within 8 hours.

Examples are: • • • • • • • •

Gas leaks or fumes from boiler.

Serious water leaks which cannot be turned off.

Dangerous electrical fault.

Where tenant is elderly, disabled or has young children.

Property insecure following break-in or vandalism.

Fault with fire alarm system.

Structural danger to the Association’s tenants or the public.

Broken glazing – where danger exists or the property cannot be secured.

Emergency – Priority 1 To be completed or made safe within 24 hours.

Examples are: • • • • • • • • •

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Total failure of heating system between October 1st and May 1st.

Water supply failure (where the Association is responsible).

Total failure of lighting or power supply.

Failure of water heating system.

Entrance door or essential internal door cannot be opened.

Damage caused by fire – initial inspection and repairs to make safe.

Blocked or broken WC (if only one in the building).

Blocked manhole or drain.

Failure of communal staircase lighting where there is no natural light or other light sources.

• • • •

Failure of smoke alarm.

Damage to fire extinguishers, emergency lighting.

Failure of lift.

Removal of offensive graffiti in line with Taff’s Harassment Policy.

Urgent Repairs

To be completed within 7 working days.

These are repairs which inconvenience tenants but do not cause danger.

Examples are: • Complete failure of heating system between May 1st and October 1st.

• Failure of isolated electric fitting – cooker socket, power outlet, ceiling rose, switches where there is no immediate danger.

• Minor leaks to plumbing that can be contained.

• Partial failure of heating system, e.g. radiator not working, gas fire automatic igniter not working.

• External overflow running (will be emergency repair in winter).

• Minor roof leaks, waste pipes leaking outside the property.

• Doors sticking.

• Loose handrail to stairs and loose stair treads.

• Loose paving.

• Failure of second WC in property.

• Blocked waste pipe.

• Loose wash-hand basin or toilets.

• Doorbell/door entry not working in flats.

• Blocked gulley.

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Non-Urgent Repairs

To be completed within 30 calendar days.

These are defects which may cause damage to the building if not dealt with promptly, but which do not seriously inconvenience the tenant.

Examples are: • • • • • • • • • •

Blocked or leaking gutters or rainwater pipe.

Repairs to kitchen units.

Poorly fitting doors or windows.

Repairs to gates and fences.

Carpentry repairs.

Repairs to extractor fans.

Loose wall tiles.

Doorbell not working in houses.

Cracked glazing where no danger exists.

Damaged or leaking drains.

Repairs In A Brand New Home If your home has just been built, the arrangements for repairs are different. The contractor who built the property will be responsible for repairs during the first 12 months. If you need to report a repair, please use the contact telephone numbers provided in your New Home Pack, or contact the office on 029 2025 9100.

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Letting Us Into Your Home To Carry Out Repairs And Servicing & Reporting A Repair You must report any repairs that are our responsibility as soon as you become aware of them. If you do not, we will charge you for the cost of repairing any additional damage that has been caused.

During office hours, 9am - 5pm Monday – Thursday, and 9am - 4pm on Fridays, please contact us as follows: • For all repairs please contact us on 029 2025 9100, and ask to speak to a Maintenance Customer Service Advisor.

When you report a repair, we will take your details and raise a Works Order for the contractor. They are required to contact you to arrange a mutually convenient appointment (you will be given a morning or afternoon appointment, unfortunately our contractors are unable to guarantee times). We will send you a letter with the details of: • The description of the work to be carried out.

• The name of the contractor with their telephone number.

• The target completion date for the repair.

Attached to the letter is a questionnaire. Please fill it in and return it to us in the envelope provided. This helps us monitor the standard of our repair service, and you will also have a chance of winning shopping vouchers in our prize draw.

Please always try to keep these appointments. If you are unable to keep an appointment, please telephone either us or our contractor, and arrange an alternative time. If you are not at home at the time of the appointment, we will re-charge you for the cost of calling the contractor out.

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If the contractor does not pre-arrange a time with you, and you are not at home when they call, they will leave a calling card. You will then need to call the contractor to arrange a convenient date and time.

It is a condition of your tenancy that you allow us, or anyone acting for us, access to your property to carry out inspections, repairs or servicing of appliances (such as boilers or smoke detectors) at your home. If you do not let us in, you could be putting yourself and your neighbours at risk. If we need to take legal action to enter your home, you will be liable for the cost of this action. We will normally give you 48 hours’ notice that we need access to your home, except in the case of an emergency. We may force entry to your home if we consider that an emergency situation exists, or that it is necessary to do so to ensure the health and safety of you or any other person. If we cause damage by gaining entry, we will put that damage right.

If a repair has not been carried out, or if there are any problems which you want to discuss, please speak to your Building Surveyor.

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Major Repairs Sometimes we may have to carry out repairs that are so large that it would be uncomfortable or unsafe for you to stay in your home. If this happens, we will arrange for you to be re-housed while the repairs are carried out. We will pay for any removal and storage costs. For further information, please ask to see a copy of our Decant Policy.

In some instances, for example, where it is considered uneconomical to repair a property, we will arrange for you to be transferred permanently to another property. You will be entitled to compensation if this happens. For further information, please ask to see a copy of our Decant Policy.

Right To Repair You have the right to get repairs done on time. If we do not carry out a repair on time you may be able to get the repair done yourself and ask us to pay the cost. To do this, you need to follow the rules under our ‘Right to Repair Scheme’. For more information on this scheme please contact your Building Surveyor on 029 2025 9100.

Compensation You have a right to request compensation if you have lost an important service (e.g. heating), or the use of a room or rooms as a result of something we have done or failed to do. Please ask to see a copy of our Compensation Policy or ask your Building Surveyor for more information.

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Planned Improvements And Cyclical Maintenance Planned maintenance involves the replacement of building components in an organised programme over a number of years. Examples include the installation of replacement windows and doors, new kitchens and bathrooms and new central heating systems. Each year we will undertake work of this nature and we will contact you if your home is included in the programme. Generally, we expect a kitchen to last for around 15 years, and a bathroom to last for around 25 years. If you would like more information about planned improvements in your home, please contact your Building Surveyor.

We are responsible for the decoration of the exterior of your property, and any communal areas. This is generally undertaken on a 5-year cycle. If you would like more information on when your home is due to be decorated, please contact your Building Surveyor.

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Welsh Housing Quality Standards The Welsh Government has issued a number of property standards which housing associations and councils are required to comply with by 2012.

These include standards in relation to safety and security, fuel efficiency, standards of heating, levels of insulation and bathroom and kitchen facilities.

Many of our properties already comply with these standards. Where additional improvements are required, these are being included in our Planned Maintenance Programme. If you would like any more information about the Welsh Housing Quality Standards, please ask to speak to our Head of Property.

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Your Right To Carry Out Improvements To Your Home You have this right if you are a Secure or Assured tenant.

You do not have this right if you are an Assured Shorthold tenant.

You can carry out improvements to your home provided that you get written permission from the Association for the work to take place.

We will only refuse permission if there is a good reason, for example, if the proposed work would affect the safety, value or size of the building. For some alterations you will need planning permission and building regulation approval. You are responsible for checking whether these are needed and getting the necessary approvals before commencing work.

We will inspect the work when it is completed. If it is not satisfactory, we may ask you to carry out additional work. This will be at your own cost.

When you leave your home, you may be entitled to compensation for any improvements that you have made. This applies to certain types of improvement and is subject to certain conditions. The amount of compensation will relate to the condition and expected lifespan of the improvement. For more information, please contact the Head of Property Services on 029 2025 9100, or ask for a copy of our Compensation Policy.

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How We Check The Standard Of Repairs Carried Out At Your Home When you order a repair we will send you a questionnaire. Please fill it in and return it to us in the envelope provided. This helps us monitor the standard of our repair service, and you will also have a chance of winning a prize in our draw.

Our Building Surveyors check around 10% of repairs carried out by our contractors, in order to ensure the quality of work carried out.

If a repair has not been carried out, or if there are any problems which you want to discuss, please speak to your Building Surveyor.

Contractors’ Code Of Conduct Our contractors are required to follow our ‘Code of Conduct’ in carrying out repairs.

The main requirements are to: • Make appointments and attend on time.

• Be courteous and professional.

• Not to smoke, be under the influence of alcohol or drugs, play music or use radios, or use the facilities without permission.

• Make sure the work they carry out does not put your health or safety at risk.

• Take special care when working in a home where there are children, older people or people with disabilities.

• Take care of furniture, decorations and floor covering.

• Adhere to our Equal Opportunities Policy.

• Adhere to our Confidentiality Policy.

• Tell you who they are and show you proof of their identity.

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Quality Control We control the quality of repairs and the repair service by: • Trying to ensure the problem and the remedy are identified correctly so the job can be done right first time.

• Inspecting completed repairs and asking for your views. We inspect around 10% of repairs.

• Sending out a questionnaire when repairs are raised asking about the repair. We use this feedback to help us improve our repairs service.

• Using good quality components and materials.

• Carrying out maintenance programmes.

• Consulting tenants on the service.

If you have any problems or concerns about the repairs or maintenance service, please contact the Maintenance Team on 029 2025 9100.

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Looking After Your Home – Handy Hints And Tips This section tells you about: • • • • • • • • •

How to save on fuel and heating costs.

Preventing condensation.

Electricity.

Water.

Gas. Heating and hot water.

Smoke detectors.

Fixings.

Sanitary ware.

1

How To Save On Fuel And Heating Costs Heating • Unless you have been advised otherwise, switch off when not in use or set the programme to come on only when needed.

• Use extra clothing rather than turn up the heating.

• Keep doors closed and turn your thermostat down – even a small change will save fuel and cost.

Lighting • Use energy saving bulbs • Turn off lights in unoccupied or bright rooms.

• Clean the fittings regularly to give more light.

Electrical and Electronic Equipment • • • •

Use saver plugs for fridges and freezers.

Don’t overfill kettles – only heat the water you need.

Don’t leave TV’s and videos on standby – switch them off.

Fit timers.

Water • • • • • • •

2

Reduce usage as much as possible.

Use a shower, rather than a bath.

Install a water meter.

Don’t use hose pipes or sprinklers.

Use buckets of water when washing cars.

Use watering cans for gardens.

Don’t let the tap run when brushing your teeth.

Preventing Condensation Condensation is caused by steam or water vapour turning into water on cold surfaces. It can damage clothes, bedding, floor coverings, decorations and the home itself, if mould growth takes hold on walls and ceilings.

Homes that are heated and ventilated intermittently are more likely to suffer condensation problems than those which are continually occupied.

Ordinary daily activities produce a lot of moisture.

To help deal with condensation you should take the following steps: • Cover pans when cooking and do not leave kettles boiling.

• Do not dry clothes on radiators or on clothes dryers.

• If you install a tumble drier, ensure that it is either a condenser type or is directly ventilated to the outside air.

• Unless you have been advised otherwise, keep your home well ventilated. Keep windows open whenever possible.

• Avoid putting large items of furniture against external walls.

• Do not use paraffin or bottled gas heaters.

• Never block the vents in walls or windows.

• Keep your home warm in cold weather.

• Most moisture is produced by cooking and bathing – keep your kitchen and bathroom doors closed to minimise the spread of moisture.

• Always ensure that any extractor fans are working properly and keep all vents and grills clean and not covered.

Do’s and don’ts 4 Do ventilate your home properly.

4 Do dry your clothes outside.

3

4 Do close the door when cooking or bathing to restrict moisture, but ventilate by opening a window whilst cooking and after bathing unless you have been advised otherwise.

6 Do not use your roof space for storage.

4 Do wipe down kitchen and bathroom surfaces after use to remove surplus water etc.

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Electricity In most properties the electricity meter is located in an external meter cupboard at the front of the property. You will have been provided with a key for the cupboard. If you are not sure where your meter is, please ask us.

The meter and the cable leading to it belong to the electricity provider and must not be tampered with in any way.

Your electricity supply can be turned off at the consumer unit, which is usually located in the hall. If you are not sure where your consumer unit is located, please ask us.

For your safety Always unplug any appliance before working on it.

Always ensure that appliances are fitted with the correct fuses as recommended by the manufacturer.

Always follow the manufacturer’s instructions for wiring appliances.

Never use a portable electric fire or an electric hair dryer or any other portable electric appliance in the bathroom.

Never attempt to repair, alter or extend electrical installations.

Keep a torch handy for emergencies.

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Circuit Breakers Your home will have a consumer unit (previously known as the ‘fuse board’) which controls the power in your home. This is fitted with circuit breakers. If you still have one which uses fuse wire or cartridges, please contact us. Circuit breakers are switches which automatically switch off when a fuse would have blown. These breakers are easy to re-set by flicking the switch back to the ‘on’ position. Don’t forget to unplug the appliance that you think caused the fault first.

Circuit breakers are generally more sensitive than fuses and may trip out when a light bulb fails or if you are using an appliance with an electrical fault or faulty plug.

Plugs The sockets in your home take square pin plugs. Each plug will have a fuse inside it. Always make sure that you have the correct type of fuse for each electrical appliance.

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Simple Fault Finding Power Sockets If a power point is not working, check the circuit breaker and reset if necessary.

If it trips again, unplug the appliance, reset again and try a different socket.

If this also trips, it is the appliance that is faulty and you should contact a qualified electrician.

If it is the wiring that is at fault, contact us.

Lighting If an area of light is not working, e.g. living room, check the circuit breakers and reset if necessary.

If a particular light is not working, check whether the bulb has blown and replace if necessary.

If your home has a fluorescent light, check the tube as well, as the starter may have blown. (If the light flickers but will not start it is probably the starter that needs replacing).

Don’t forget, if you have an emergency relating to your electricity supply, please contact us immediately on 029 2025 9100.

Remember that electricity can kill.

Do not attempt to do any work on an electrical circuit or appliance, unless you are suitably qualified.

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Water Stop Tap Your water supply can be turned off at the stopcock. This is usually in the sink unit. In older houses it may be situated near the front door.

If you don’t know where it is, you should find out now.

Washing Machine Connections You will also find the connections for a washing machine located within the kitchen sink unit.

We recommend that you employ a qualified engineer to repair or install your washing machine.

Dealing with Leaks Minor Leaks Minor leaks, such as a dripping tap or radiator valve, can usually be dealt with without isolating the whole of the water system, but again it is important that you contact us immediately.

Major Leaks In the event of a major leak on any of the water services, the stopcock should be turned off and you should contact us immediately.

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Water Emergency Number Outside office hours 0800

052 0130

Tips To Remember During The Winter Period If you intend to leave your house for more than a day or two in the winter, you should leave your heating set on a low level to avoid freezing.

If there is a risk that pipes are frozen, do not run the hot water taps as this will empty the hot water cylinder, which could then collapse.

Do not allow taps to drip, as a dripping tap may stain the bath or basin and could result in frozen waste pipes in winter.

Remember to disconnect your outside tap at the valve located within the sink unit during the winter to prevent it freezing.

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Gas Meter In most properties, the gas meter is located in the brown box at the front of your house. If you are not sure where your gas meter is, please contact us.

If your property has a gas supply, then a gas point has been provided within the cooker space.

Do not alter or tamper with any gas pipeline or appliance which has been installed by us in your property.

In an emergency, turn off the supply by turning the handle inside the box and contact us immediately.

Gas Emergency Number – 0800 111 999.

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Heating And Hot Water Boiler The gas boiler is normally located in the kitchen. If you are not sure where your boiler is, please contact us.

Please read the user guide carefully. If you need any assistance, please contact your Building Surveyor or Estates Assistant.

Your boiler will run the central heating and hot water system and is controlled by a programmer.

The programmer will allow on / off times for the boiler to be set to your individual requirements.

Room Thermostat Your room thermostat is usually located in the lounge and can be adjusted to meet your personal requirements.

Programmer Your programmer is usually located within the boiler itself behind the pull down flap, or on the wall near the boiler.

For instructions on how to set the programmer, please refer to the user instructions.

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Radiators There is a radiator in each room. Most radiators have been fitted with a Thermostatic Radiator Valve (TRV). This TRV is used to control the temperature of each radiator. A small radiator is usually provided in the airing cupboard.

Hot Water In most of our properties, a combi-boiler provides your hot water, and as such no storage tank is required.

Failure Should the heating or controls cease to function or you are not sure about correct operation, turn off the heating system boiler at the boiler thermostat, then switch off the electrical supply at the switch next to the boiler and contact us immediately. If a gas leak is suspected turn off the gas supply at the gas meter and contact NATIONAL GRID on 0800 111 999.

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Before Calling Us Please Check The Following: Problem - Boiler not functioning/firing: • Is there both electric and gas to the boiler (check the gas and electrical meters).

• Has there been a power cut? If this is the case, see boiler instructions to re-light the pilot.

• Is the programmer set to ON period?

• Is the room thermostat set too low? If so, the boiler will not come on.

• Has the room temperature been reached? (i.e. the boiler should not need to come on if it has).

• Is the pump running?

Problem – Room too cold: • • • •

Are the boiler or room thermostats set correctly?

Is the programmer set to ON period?

Is the radiator turned on?

Is the pump turned on?

Problem – Hot water too hot:

• Is the cylinder thermostat set too high? (If so, turn it to a lower setting or alternatively contact us).

Servicing of your central heating system Servicing is important in order to ensure continuing high efficiency and long life for your boiler. We will arrange a yearly service for your boiler.

Please ensure that you allow access to the engineer to ensure that this important work can be undertaken.

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Smoke Detectors Your home has been fitted with smoke detectors which are usually located on the ceiling of the hall and landing. These are usually mains wired with a battery backup. The battery is specific to the smoke alarm and is not suitable for use elsewhere.

They are there for your safety.

Think about escape routes now!!

The smoke detectors are sensitive to dust and you should periodically remove any dust with the nozzle of your vacuum cleaner.

If the detector starts bleeping intermittently, the battery backup inside the detector needs to be changed.

Important Test the operation of the smoke detector once every month by pressing the test button hard until the sounder goes off.

If the detector fails to test properly, contact us immediately on 029 2025 9100.

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Fixings Be careful when nailing or drilling into floors, walls or ceilings, to avoid contact with any electric cables or pipes which may lie beneath the surface.

NEVER ATTEMPT TO DRILL OR NAIL A FITTING DIRECTLY ABOVE OR BELOW ANY SOCKET OUTLET OR SWITCH. Plasterboard partitions need the correct type of fixings, not just nails.

Consult your Building Surveyor for advice if in any doubt.

Only lightweight objects (wall mirrors and small pictures) may be fixed to partition walls unless advice is sought from your Building Surveyor.

Sanitary Ware Baths, basins and sinks should be cleaned with recommended products to avoid damaging the surfaces.

Do not use scouring or gritty cleaners. Bleach should not be mixed with lavatory powders nor allowed to stand in stainless steel sinks. Do not flush unsuitable items, such as disposable nappies, down the toilet as this may lead to a drains blockage and a recharge.

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16

Other Services This section tells you about: • How to apply for adaptations to your home.

• The Tenant Support Service.

• The Estates Assistants Service.

1

How To Apply For Adaptations To Your Home Some tenants may find that they require adaptations to their home because of mobility problems or infirmity. Whenever practical, the Association will endeavour to provide such adaptations in order to enable tenants to continue living in their own homes.

Minor adaptations If you need minor adaptations, such as handrails, please contact your Building Surveyor on 029 2025 9100. In most cases, the Association will be able to fund the provision of such items.

Physical Adaptation Grants (PAG’s) For more extensive adaptations the Association may be able to apply to the Welsh Government for a Physical Adaptation Grant (PAG).

Examples of such adaptations include: • Stair lifts.

• Level access showers.

• Adjustable kitchen units.

If you would like the Association to consider you for a grant application, please contact the Maintenance Team on 029 2025 9100.

An Occupational Therapist report will be required, which we may be able to assist you in obtaining.

Please note that you may be responsible for the on-going cost of maintaining, servicing and repairing any equipment that is installed in your property. This will be added to the service charge that you pay to the Association. You may also be asked to pay a service charge which will be used to fund the replacement of any such equipment.

Whilst the Association will make every effort to accommodate tenants’ needs, we may not be able to carry out adaptations in some circumstances, for example, due to structural constraints.

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The Tenant Support Service What can the Tenant Support Service do?

A support worker can give assistance in the following areas: • Moving into a new home, including applying for grants and buying furniture.

• Claiming benefits.

• Managing money.

• Paying bills and budgeting.

• Tenancy advice – such as your rights and responsibilities.

• Help with rent arrears.

• Help with neighbourhood disputes.

• Help with forms and other paperwork.

• Advice and emotional support about things such as lack of confidence, depression and anxiety.

• Help with mental health difficulties.

• Help with alcohol and drug issues.

• Help with daily living skills.

• Help in accessing other specialist support services.

You can ask you Housing Officer to refer you to the Tenant Support Team, or you can contact them directly on 029 2025 9100.

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The Estate Assistant Service We have a team of Estate Assistants who are responsible for maintaining the safety, security, cleanliness and general upkeep of the communal areas on our estates and blocks of flats. Your Estate Assistant will inform you of the days and times that they will be visiting your scheme. Any changes to this will be advised on your scheme notice board.

The Estate Assistants’ duties include: • Regular checks on health and safety equipment, such as smoke detectors and emergency lighting.

• Cleaning all communal areas, such as hallways, stairwells and landings.

• Carrying out minor repairs and decoration to communal areas.

• Reporting other repairs to the Maintenance Department.

• Litter picking.

• Monitoring the service provided by the landscape maintenance contractors and window cleaning contractors.

• Reporting abandoned vehicles and refuse.

• Maintaining the cleanliness of the bin-store areas.

• Reporting any issues, such as anti-social behaviour, to the Association.

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In addition, your Estate Assistant can provide assistance with the following: • Operating the boiler and other equipment in your property.

• Taking meter readings.

• Assisting you with minor repairs.

• Assisting you to report issues to the Association.

• Providing basic advice and guidance on the Association’s policies and procedures.

Your Estate Assistant will introduce themselves to you within the first two weeks after you move into your property and will explain the service in more detail. They will always carry an identity badge, which you should ask to see.

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6

Getting Involved This section tells you: • • • • • • •

General Information.

About becoming a shareholder.

About becoming a Tenant Board Member.

About joining or setting up a Tenants’ or Residents’ Association.

About joining our Tenants’ Information Panel.

About our Timebanks scheme.

About other ways to get involved.

1

General Information Taff Housing Association wants to encourage you, our residents and our customers, to get involved and participate in our organisation and your communities.

We want you to know about the ways in which you can get involved, what’s expected and what benefits and support you can expect from us.

We recognise that not everyone wants to get on a committee or keep accounts, and therefore we have lots of informal ways for you to participate in the work Taff Housing Association does, as well as the more traditional methods of involvement. By getting involved you will help us help the communities you live in.

We have a simple structure of formal and informal mechanisms for participation. We feel this is inclusive and welcoming to all who would like to get involved.

2

About Becoming A Shareholder You can buy a ÂŁ1.00 share and become a shareholding member of our Association. This gives you extra rights, including the right to go to our Annual General Meeting, elect the Board of Management and become a Board Member. If you would like further information about becoming a shareholder, please contact a Customer Service Advisor on 029 2025 9100.

About Becoming A Tenant Board Member If you are a tenant, you can stand for election to our Board of Management. The Board meets once a month and makes all the decisions about managing our Association.

We encourage tenants to join our Board, and will give you support and training to help you carry out this role. We currently have four tenants sitting on our Board of Management.

If you would like more information about becoming a Tenant Board Member, please contact our Office Co-ordinator on 029 2025 9165.

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About Joining Or Setting Up A Tenants’ Or Residents’ Group Taff Tenants’ Association Anyone who is a tenant of the Association can join the Taff Tenants’ Association. This is an umbrella association for all other groups.

This group has been undertaking work on a Taff-wide basis for some time, although it is now developing into a more active body.

Taff Tenants’ Association has charitable aims and objectives and a formal constitution. This enables it to access external funding from trusts and charities. The group organises events and functions for the benefit of all Taff tenants and their communities, as well as providing a source of support, advice and guidance for tenants on a range of issues.

Taff Tenants’ Association welcomes members from all other tenants’ groups in order to build a diverse, sustainable and active group which is able to work on participation activities across the organisation, and support other groups.

If you would like information on joining Taff Tenants’ Association, please contact your Housing Officer on 029 2025 9100.

Tenants’ Associations These are formally constituted participation groups that are established on a permanent basis to facilitate participation in a specific community or geographical area, for example, on an estate.

Like the Taff Tenants’ Association, these groups are established with an appropriate constitution and financial structure to enable them to access small amounts of external funding from trusts and charities.

This enables the groups to undertake participation activities to benefit the community they work in.

A representative from each Association should commit to becoming a member of Taff Tenants’ Association. The benefits of this should be mutual, with Taff Tenants’ Association providing capacity building, training opportunities and best practice examples.

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Taff provides each formally constituted Tenants’ Association with a monthly payment, currently £40.00, (correct as at October 2011) in order to assist with the funding of activities.

There are currently Tenants’ Associations operating in Grangetown, Canton and Riverside. These are street based and in some of our sheltered accommodation and flats.

We also have an Allotment Group, a Knitting Group, a Pride Group, a Women’s Group and a Disability Awareness Group.

Taff has a BME Housing Contact Group which consists of 26 people from Black and Minority Ethnic backgrounds who look at issues that affect them and their communities.

If you are interested in setting up or joining a Tenants’ Association please contact your Housing Officer on 029 2025 9100.

Resident Groups Resident groups can be established to function in a similar way to Tenants’ Associations, however they are not formally established.

Resident groups are not required to have a committee or financial structures. Initially, Taff Housing Association will support a Resident Group. We will keep financial information and provide administrative support for the group. Staff members from Taff Housing Association will support Resident Groups to enable them to be sustained.

A Resident Group can be established to benefit a community or geographical area and can develop into a Tenants’ Association if so desired. However, this is not an expectation.

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Community Action Groups Action Groups are the most informal type of group. An Action Group can be established to tackle a specific issue, and is not intended to be permanent or formal.

Action Groups allow tenants to participate in order to change, resolve or impact on issues that are important to them.

The participation will be mainly action based i.e. through community development opportunities, rather than through formal meetings.

Taff Housing Association is committed to appropriately support action groups to ensure their success.

Special Interest Groups These are groups that are established with all members having a common interest, for example, gardening or knitting. These groups meet informally to share skills, ideas or just to have some fun. They also assist the Association by feeding their ideas on issues the Association is consulting on at the time.

If you would like to find out more information about forming your own group, please contact the Customer Involvement Officer on 029 2025 9100.

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About Joining The ‘Have Your Say Group’ This is a group of tenants who meet with officers of the Association once every two months. This is an opportunity for tenants to provide us with feedback on our services, as well as an opportunity for us to consult you on new policies or on changes in the way we provide services. We have discussed issues such as our Customer Service Standards, our Anti-Social Behaviour Policy and the Welsh Housing Quality Standards.

If you would be interested in joining this group, please contact the Customer Services Manager (Housing) on 029 2025 9100.

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Timebanks Plus What is a time bank?

Timebanks is a reward scheme offered by Taff to tenants who get involved with Taff and the community. One Timebank credit voucher is awarded for each hour that is given to Taff on a voluntary basis.

You can spend these credits at the venues of our Partners for free entry.

(Details of our Partners are shown on the back of the credit voucher).

Timebanks Plus – this is additional to the Timebanks scheme and offers alternative rewards such as: room decoration, access to a training workshop or similar, or perhaps a trip to a place of interest. Timebanks rewards can be saved and given back to Taff in exchange for the alternative rewards which Taff will pay for.

What kind of services can I give or receive?

• Help with shopping.

• Sports activities.

• Looking after pets.

• Help with gardening.

• Help with housework or cooking.

• Washing the car.

• Help with computer skills.

• Help with budgeting.

• Home visits, listening or being a ‘phone friend’.

How Does It Work?

When you join, the scheme we will open a “time account” for you.

Your hours will be recorded so that you and we can keep an accurate record of how many hours you have given to the scheme.

If you would like to know more about the Timebanks and Timebanks Plus schemes, please contact the Customer Involvement Officer on 029 2025 9100.

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About Other Ways To Get Involved Some of our tenants have been involved in helping us to recruit new members of staff by sitting on interview panels.

If you would be interested in helping us in this way and ensuring that we appoint the people you feel will give you the best service, please contact the Head of Housing and Communities on 029 2025 9100.

We are always looking for tenants to help us with ideas for our Tenants’ Newsletter, in order to ensure that we inform you about the things that are important to you. If you feel you can spare a couple of hours once every three months, please contact the Head of Housing and Communities on 029 2025 9100.

We have a Suggestion Box in our reception area at Alexandra House.

If you have any comments – good or bad – please drop them in the box!

From time to time we send out surveys or questionnaires to ask you about the services we provide. Please take the time to fill these in, as they provide us with valuable information about how we are performing. You will earn a Timebank credit for completing the survey.

If you would like to join a telephone or e-mail survey group, please contact the Customer Services Manager on 029 2025 9100.

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10

Want To Move?

This section tells you about: • • • •

Applying for a transfer.

The Common Waiting List.

Applying for a Mutual Exchange.

What if I need an adapted property?

1

Applying For A Transfer If your circumstances change you can request to transfer to another housing association or Cardiff Council property. Transfer priority will be given to those who are in the greatest need for alternative accommodation.

How do I apply for a Transfer?

From the 1st January 2009, Taff became a member of the Common Waiting List for Cardiff. This means that anyone who applies for housing anywhere in the city, including those who are already tenants of social landlords and wish to transfer, will only have to complete one application form, and will be registered on one waiting list which will be managed centrally by Cardiff County Council.

What Is The Common Waiting List?

• A single application and assessment process for everyone applying for social housing in Cardiff.

• One waiting list for everyone waiting for accommodation in Cardiff.

• All housing associations and Cardiff County Council will allocate from the same list and use the same criteria.

• The Council will manage the list on behalf of all the associations.

• All housing associations will allocate properties according to the same Allocation Policy, so this will make the whole process easier to understand.

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What will it mean for me?

• Once you have completed the application form, the association will be notified that you have applied for a housing transfer and asked for a tenancy reference. Providing all is well, and there are no breaches of tenancy, you will be added to the waiting list.

You may be considered for a housing transfer if any of the following apply: • Your current home is over crowded.

• Your current home is under occupied.

• Where there are health or social problems that can be helped by moving to alternative accommodation.

• You need to live in a particular area, for support or care from relatives, or you need to be near specialist services such as a hospital.

• You or a member of your household is being harassed and you would benefit from moving.

You will not be able to transfer if: • • • •

You have rent arrears.

You have a court order against you.

You have an Assured Shorthold tenancy.

Your property has not been well maintained.

If you would like more information on waiting times and availability, please log on to www.cardiffhousing.co.uk

3

Swapping Homes With Someone Else – Mutual Exchange If you swap your home and tenancy with someone else, this is called an exchange. You are responsible for finding someone to exchange with.

If you are already a Taff tenant, or a tenant of any council or housing association, you can apply to swap your home with another tenant, as long as their landlord is also a council or housing association.

Taff also operates an ‘exchange board’ in the reception area of our office, where you can advertise your home and also look at other properties that you think may be more suitable to your needs.

Remember, if you exchange you agree to take on the property in the condition which you see it in. The Association is not responsible for any re-decoration or damage caused by the previous tenant or their family.

To apply for a Mutual Exchange, please contact your Housing Officer on 029 2025 9110 or call in to our Reception.

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Homeswapper Taff Housing Association has now signed up to the Home Swapper service. This is a mutual exchange service that enables tenants to update their own details on-line and search for a potential swap.

The scheme is available to help people find a home in the area they already live in, as well as other parts of the country.

If you wish to register on Home Swapper, you should log on to www.homeswapper.co.uk and your property will be added to all relevant lists. If you do not have access to a computer, please contact our Receptionist at Taff who will be able to assist you.

Please note this service is completely free to all Taff tenants.

Are there any reasons why I may not be allowed to exchange?

Taff Housing Association will agree to a request for an exchange unless: • Any type of legal proceedings have been commenced against you.

• Your home is too large or too small for the person you wish to exchange with.

• Your home has been specially adapted or designed to suit a person with disabilities and the person you wish to exchange with does not have a need for such adaptations.

• Your home is designated as older person accommodation and the person you wish to exchange with is not elderly.

• You are in arrears or owe any other debt to the Association.

• You have an Assured Shorthold tenancy.

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What If I Need An Adapted Property?

Some people require properties that have special adaptations.

This could be because of age, illness, or disability. The types of adaptations you might need could include: • • • •

A stair lift.

A walk in shower.

Low level kitchen units.

Handrails.

In some circumstances we can apply to the Welsh Government for a grant to install these adaptations in your current home. This is called a Physical Adaptation Grant (PAG). Please see the section on ‘Other Services’ for further information on this option, or contact the Head of Property on 029 2025 9100.

If we are unable to adapt your current home, you can apply to the Cardiff Accessible Homes Register in exactly the same way as all other housing applications through the Common Waiting List, but by ticking the box that asks you if you need physical adaptations to your home.

The Cardiff Accessible Homes team keeps a list of everyone in Cardiff who needs an adapted home. When someone moves out of an adapted home in Cardiff, the housing organisation that owns that property will notify the Cardiff Accessible Homes team. The Cardiff Accessible Homes team will then ‘nominate’ someone from their list who needs the type of adaptations in that home.

For more advice you can contact the Cardiff Accessible Homes team directly on 029 2046 2142.

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Ending Your Tenancy This section tells you about: • How we can end your tenancy.

• How you can end your tenancy.

• What to do before you go – moving out checklist.

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How We Can End Your Tenancy If you break the conditions of your tenancy agreement, you could be evicted and lose your home. Your tenancy agreement lists all the circumstances under which we can ask the County Court to give us a Possession Order, requiring you to leave your home. Examples include: • • • • •

Rent arrears.

Anti-social behaviour or nuisance.

Harassment.

Damage to your home.

Abusive behaviour towards members of staff.

The way in which we can apply for a Possession Order will depend upon which type of tenancy you have. For further information, please see the section on ‘Your Tenancy’, or ask your Housing Officer for details.

We treat eviction proceedings as a last resort, and will only seek to recover possession of your home if we have been unable to resolve the problems with you. If you are having difficulties complying with the conditions of your tenancy agreement, please contact your Housing Officer immediately. We will do everything we can to help you.

• If you do not use your property as your only or principal home, you will cease to have an Assured or Secure tenancy, and we can bring the tenancy to an end by giving you four weeks’ notice in writing.

• If you abandon your home we can recover possession with immediate effect and without a court order.

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How You Can End Your Tenancy If you want to end your tenancy, you must give us at least four weeks’ notice, in writing. Your tenancy will end on a Sunday. Your Housing Officer will advise you of this date. You must return your keys to our office by the date and time specified by your Housing Officer. If you do not return your keys on time, you will be charged a further additional week’s rent for every week that we are unable to re-let your property.

Please note that even if you are only a day late returning your keys, you will be charged a full week’s additional rent.

Please also note that if you are a joint tenant, either one of you can end the tenancy by giving us four weeks written notice. This will mean that both of you will have to leave your home.

After you have given us notice that you want to end your tenancy, your Housing Officer will make an appointment to inspect your property.

Following this inspection, your Housing Officer will advise you of any repairs that you are required to carry out before you leave. If you do not carry out these repairs, or they are not carried out to the required standard, you will be re-charged for the costs the Association incurs in putting things right.

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What To Do Before You Go – Moving Out Checklist You must leave your home and all our fixtures and fittings in good condition.

If you do not, you will have to pay for any repair of damage you caused deliberately or carelessly. You will also have to pay for the property to be cleaned if you do not leave it in a clean condition. We will also charge you if we have to remove any unauthorised alterations, additions or improvements you have made to the home. You will not have to pay for normal wear and tear.

Figures for typical recharge costs include (as of October 2011) • Replacement of internal door – £180.00.

• Door lock changes – £70.00 (during office hours) £140.00 (out of hours).

• Unblocking a toilet, sink or bath – £50.00.

You must take all your belonging with you when you leave your home If you leave anything behind we will not have any responsibility for it, and we will re-charge you for the cost of disposing of it. We will dispose of anything left in the property within 14 days of the end of your tenancy. You will re re-charged for any storage costs.

Void Re-charges Typical re-charge costs include (as of October 2011) • Disposing of carpets – £140.00.

• Disposing of a fridge – £55.00.

• Standard garden clearance – £220.00.

Please note these figures are subject to change and are estimates only.

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You must pay any outstanding arrears or other debts This includes any outstanding court costs or repairs that we have charged you for. Your Housing Officer will advise you what you need to pay. If you cannot pay this off in one go, we may be able to negotiate a repayment plan with you. Please note that you may be unable to obtain housing in the future if you have any outstanding unpaid debts. You also risk having a County Court Judgement registered against you.

Give us your forwarding address In case we need to forward any mail.

Take your gas, electric and water meter readings on the day you leave Tell your suppliers you are moving out, and give them your meter readings.

Tell anyone else who needs to know!

For example, the Housing Benefit Department and the Council Tax Department.

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6

Useful Contacts This section provides you with some useful phone numbers.

They are listed alphabetically, by category.

1

Anti-Social Behaviour Abandoned Vehicles

Tel: 029 2087 2087

DVLA Untaxed Cars

Tel: 0800 032 5202

Noise Pollution Services (CCC)

Tel: 029 2087 2000

Advice Services Age Concern

Tel: 029 2052 1052

Alcohol and Drugs Team

Tel: 029 2046 8568

Black Association of Women Stepping Out (BAWSO)

Tel: 029 2064 4633

Citizens Advice Bureau

Tel: 0870 126 4028

Equality & Human Rights Commission (Wales)

Tel: 0845 604 8810

Llamau Ltd

Tel: 029 2023 9585

Race Equality First

Tel: 029 2022 4097

Riverside Advice Centre

Tel: 029 2034 1577

Somali Advice Centre

Tel: 029 2049 9916

Triangle Wales (LGBT)

Tel: 0800 023 2201

The Dyn Project (For men suffering domestic violence)

Tel: 0808 801 0321

Women’s Aid

Tel: 029 2046 0566

Benefits

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Department of Work & Pensions

Tel: 0845 604 3719

Disability Benefits Information Service

Tel: 0800 882 200

Housing Benefits

Tel: 029 2087 2087

Job Centre Plus

Tel: 0845 606 0265

Tax Credit Helpline

Tel: 0845 300 3900

Emergencies Electricity (Western Power)

Tel: 0800 052 0400

Gas Leak (Transco)

Tel: 0800 111 999

Welsh Water

Tel: 0800 052 0130

Helplines Alcoholics Anonymous

Tel: 0845 769 755

Community Advice & Listening Line (Mental Health Issues)

Tel: 0800 132 737

Housing Associations Cadwyn Housing Association

Tel: 029 2049 8898

Cardiff Accessible Homes

Tel: 029 2046 8408

Cardiff Community Housing Association

Tel: 029 2046 2142

Cardiff County Council

Tel: 029 2087 2087

Hafod Housing Association

Tel: 029 2067 5800

Homeswapper

Tel: 0845 021 2020

Linc Cymru Housing Association

Tel: 0800 072 0966

United Welsh Housing Association

Tel: 029 2085 8100

Wales & West Housing Association

Tel: 0870 013 1930

Welsh Government

Tel: 0845 010 3300

Police Services Anti-Social Behaviour Nuisance

Tel: 101

Crimestoppers

Tel: 0800 555 111

Emergencies

Tel: 999

Minorities Support Unit

Tel: 029 2052 7234

Neighbourhood Watch

Tel: 01656 655 555

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Places of Worship Almanar Islamic Centre

Tel: 029 2022 6607

Arabic Church in Wales

Tel: 029 2073 4818

Chinese Christian Church

Tel: 029 2038 8724

Church in Wales

Tel: 029 2023 1638

Grangetown Baptist Church

Tel: 029 2070 4541

Iranian Fellowship

Tel: 029 2022 9822

Noor-ul-Islam Mosque

Tel: 029 2022 1309

Shah Jala Mosque

Tel: 029 2048 0217

Shree Swaminarayan (Hindu)

Tel: 029 2037 1128

Sikh Gurdwara Temple

Tel: 029 2046 5514

South Wales Islamic Centre

Tel: 029 2046 0243

St Lukes Church

Tel: 029 2056 2022

Utilities

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British Gas

Tel: 0800 085 7126

British Gas Home Movers

Tel: 0844 414 6042

British Telecom

Tel: 0800 800 150

Hyder Welsh Water

Tel: 0800 052 0145

NATIONAL GRID

Tel: 0870 608 1524

SWALEC Home Movers

Tel: 0800 052 5252

Western Power

Tel: 0845 601 2989

Neighbourhood Facilities This section of the handbook has been provided to give you, the tenant, essential contact details, within your area, for the following service providers. We are not recommending any particular providers, but the contact details are contained to give you information of services available in your area.

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Community Centres and Play Centres Butetown Community Centre – 40 Loudon Square, Butetown, Cardiff Tel. – 029 2048 7658 Canton Hall – Leckwith Road, Canton, Cardiff Tel. – 029 2034 4699 Channel View Community Centre – Jim Driscoll Way, Grangetown, Cardiff Tel. – 029 2037 8161 Grangetown Play Centre – The Marl, off Ferry Road, Grangetown, Cardiff Tel. – 029 2039 5265 Insole Court Community Centre – Fairwater Road, Fairwater, Cardiff Tel. – 029 2056 2757 Riverside Play Centre – Ninian Park Rd. Riverside, Cardiff Tel. – 2039 5797 South Riverside Community Development Centre – Brunel Street, Cardiff Tel. – 029 2022 0309

Dentists Cathedral Dental Laboratories – 97 Cathedral Road, Canton, Cardiff Tel. – 029 2037 3778 Butetown Dental Practice – Loudon Square, Butetown, Cardiff Tel. – 029 2048 8028 P Davies – 97 Cathedral Rd. Canton, Cardiff Tel. – 029 2038 8036 Fairwater Dental Clinic – 50 Pentrebane Rd. Fairwater, Cardiff Tel. – 029 2056 2306 Dental Clinic – 100 Cathedral Road, Canton, Cardiff Tel. – 029 2022 0794 St David’s Court Dental Care – 68a Cowbridge Road East, Cardiff Tel. – 029 2037 4009

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Doctor Surgeries and Local Hospitals Dr Chaudhuri, Riverside Practice – Wellington Street, Cardiff Tel. – 029 2080 3200 Dr Hasan – 68a Cowbridge Road East, Canton, Cardiff Tel. – 0870 890 2612 Kings Rd. Surgery – 180 Kings Road, Canton, Cardiff CF11 9EE Tel. – 029 2038 8803 H. Singh Surgery – 150 Clare Road, Grangetown, Cardiff CF11 9DQ Tel. – 029 2023 1109 Pwllmelin Rd. Surgery – Pwllmelin Road, Faiwater, Cardiff Tel. – 029 2056 2895 Saltmead Medical Centre – 107 Clare Road, Grangetown, Cardiff Tel. – 029 2034 1103

Health Centres Butetown Health Centre – 40 Loudon Square, Butetown, Cardiff Tel. – 029 2048 3126 Fairwater Health Centre – Plasmawr Road, Fairwater, Cardiff CF5 3JT Tel. – 029 2056 6291 Grangetown Health Centre – 45 Cambridge Street, Grangetown, Cardiff Tel. – 029 2034 2728 Riverside Health Centre – Wellington Street, Cardiff Tel. – 0844 477 8710

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Leisure and Sport Facilities Cardiff International Pool – Olympian Drive, Grangetown, Cardiff Tel. – 029 2072 9090 Chapter Arts Centre – Market Street, Canton, Cardiff Tel. – 029 2031 1050 Fairwater Leisure Centre – Waterhall Road, Fairwater, Cardiff Tel. – 029 2055 2210 Gol Football Centre – Lawrenny Avenue, Canton, Cardiff Tel. – 029 2037 5760 Welsh Institute of Sport – Sophia Close, Riverside, Cardiff Tel. – 0845 045 0902

Libraries Canton Library – Library Street, Canton, Cardiff Tel. – 029 2022 9935 Fairwater Library – Doyle Avenue, Fairwater, Cardiff Tel. – 029 2056 4019 Grangetown Library – Havelock Place, Grangetown, Cardiff Tel. – 029 2023 0526 Cardiff Central Library – The Hayes, Cardiff Tel. – 029 2038 2116

Local Police and other services South Wales Police Headquarters – Cathays Park, Cardiff Tel. – 029 2022 2111 – ask for your local station and your call will be connected.

PACT meetings For information about your local PACT meeting, log on to: www.ourbobby.com and select your ward area.

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In an Emergency – Dial 999 In a Non – Emergency – Dial 101 Crimestoppers – Tel. – 0800 555 111

Opticians Children’s Optician – 2b Severn Road, Canton, Cardiff Tel. – 029 2022 8144 Darlington Optician – 144 Clare Road, Grangetown, Cardiff Tel. – 029 2022 5609 Darlington Optician – 232 Cowbridge Road East, Canton, Cardiff Tel. – 029 2038 3708 Direct Eye Care – 42a Corporation Road, Grangetown, Cardiff Tel. – 029 2034 3917 Family Sight Centre – 171b Pwllmelin Road, Fairwater, Cardiff Tel. – 029 2055 5886

Post Office Cowbridge Road Post Office – 105 Cowbridge Road East, Cardiff Tel. – 029 2022 8958 St Fagans Road Post Office – 121 St. Fagans Road, Cardiff Tel. – 029 2056 3891 Royal Mail, Cardiff Mail Centre – 220 Penarth Road, Cardiff Tel. – 0845 774 0740

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Schools – Primary Fairwater Primary School – Wellwright Road, Cardiff Tel. – 029 2056 3160 Grangetown County Primary School – Bromsgrove Street, Cardiff Tel. – 029 2023 3379 Kitchener County Primary School – Kitchener Road, Canton, Cardiff Tel. – 029 2038 7505 Ninian Park Primary School – Virgil Street, Riverside, Cardiff Tel. – 029 2038 8991 Severn County Primary School – Severn Road, Canton, Cardiff Tel. – 029 2038 7507 Ysgol Gymraeg Pwll Coch – Lawrenny Avenue, Leckwith, Cardiff Tel. – 029 2037 3453

Schools – Secondary Cantonian High School – Fairwater Road, Fairwater, Cardiff Tel. – 029 2041 5250 Fitzalan High School – Lawrenny Avenue, Leckwith, Cardiff Tel. – 029 2023 2850 Ysgol Gyfun Glantaf – Bridge Road, Llandaff North, Cardiff Tel. – 029 2033 3090

Utility Emergency Numbers Electricity – Western Power – Tel. – 0800 1520 400 Gas Leaks – Transco – Tel. – 0800 111 999 Water – Dwr Cymru – Tel. – 0800 052 0130

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Vets PDSA – Pet Aid Hospital – 238 Bute Street, Cardiff Tel. – 029 2048 0990 Companion Care Surgery – Cardiff Bay Retail Park, Ferry Road, Cardiff Tel. – 029 2023 2957 The Veterinary Centre – 463 Cowbridge Road East, Cardiff Tel – 029 2037 7771

Other Useful Contacts Citizens Advice Bureau – 1st Floor Castle House, Castle Street, Cardiff Tel. – 029 2034 6490 Website: http://www.citizensadvice.org.uk/ Moneyline Cymru – 184 Cowbridge Road East, Canton, Cardiff Tel. – 029 2034 4460 National Housing Federation – My Home Contents Insurance (For further information and application pack) Tel. – 0845 337 2463 Odeon Cinema – Booking Line: 0871 22 44 007 http://www.odeon.co.uk/ Red Dragon Centre – Hemmingway Road, Leisure Village, Cardiff Tel. – 029 2025 6261 Email: info@thereddragoncentre.com

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