Making Yourself At Home

Making yourself at home

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About us Barnet Homes is a company that manages the houses and flats owned by Barnet Council.

We are monitored by the council and the government to ensure we provide a high-quality and efficient service.

We:

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let homes on behalf of the council look after your tenancy and collect your rent organise repairs, maintenance work and modernisation schemes look after your environment and estate provide support services involve you in the management of your home and estate.

Who runs Barnet Homes?

We are run by a management Board made up of residents, people nominated by the council and independent people with relevant experience and knowledge.

The role of tenants Residents on our management Board directly influence how we are run and are assisted by members of our resident Performance Advisory Group who scrutinise all areas of our work.

We would also like to encourage you to have your say and welcome your feedback whether it is a suggestion, compliment or complaint.

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Introductory tenancies If you are becoming a Barnet Council tenant for the first time you will be an introductory tenant for the first year.

Your introductory tenancy is for a trial period of one year. It gives you fewer rights than secure tenants and can be ended more easily if you break the tenancy conditions.

Our tenancy conditions say tenants must: • have consideration for those living around them • pay their rent on time • look after their home • keep to their other tenancy conditions.

It is important you keep to these tenancy conditions from the start. We will take swift action to end introductory tenancies when tenancy conditions are broken.

An introductory tenancy will change at the end of 12 months, unless we have started legal action or we have extended the introductory tenancy period due to any issues. Depending upon your circumstances, you will then receive either a secure two or five year flexible tenancy, or become a lifelong secure tenant following a review.

While you are an introductory tenant, you cannot: • exchange homes or apply for a transfer • sub-let part of your home • take in lodgers • carry out any work to your home without permission other than decorating it • buy your home through the right to buy scheme.

Please read the tenancy agreement which sets out the tenancy conditions in full and keep it in a safe place for future reference.

You must let us know if you are having problems with your tenancy.

We will give you advice and tell you about agencies that can help you further.

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Paying your rent Your weekly rent is due in advance and should be paid on a Monday. If you wish to pay your rent on a monthly basis, you need to pay all four weeks in advance on the first day of each month.

The easiest and most convenient way to pay rent is to set up a direct debit.

It will save you from having to wait in queues or having to remember to post payments on time.

You can also pay: • via our website - barnethomes.org • over the phone by debit card (free) or credit card (1.8% charge) on 0845 356 3456, at any time, using your rent account number • at the post office using your rent payment card • in cash at shops with a PayPoint - please ask us for the barcode you will need for this.

For more options see our website barnethomes.org.

If you are experiencing difficulties with paying the rent get in touch straight away.

We are here to give you help and advice.

Making a housing benefit claim Some people are entitled to housing benefit to help them pay their rent. If you think you are eligible, you need to make a claim and hand it in as soon as possible as claims cannot be backdated. Remember to send all the supporting information with your claim so it can be processed quickly.

If you did not complete a claim at the time you signed your tenancy agreement, we recommend that you hand your claim in at the Burnt Oak Library Customer Service Centre, Watling Avenue, Edgware, Middlesex, HA8 0UB and get a receipt for all the documents you have provided.

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Enjoying your home Keys Please take care of your keys as we do not keep another set. We suggest that you have a spare set cut and leave them with a friend or relative in case you lock yourself out.

If you lose your keys, we cannot change your locks free of charge.

Utilities – gas, electrics and water You are responsible for paying your gas and electricity bills. If your home has a water meter, you will also be responsible for paying your water bill too (if not, your water bill is included with your rent).

Make a note of all the meter readings as soon as you move in and keep these for future reference.

You can change suppliers for gas and electricity at any time if you wish.

Decorating and looking after your home You are responsible for painting and decorating inside your home. Sometimes, if redecorating is needed when you move in, we can provide a decorating pack towards this.

You are also responsible for: • • • • •

clearing blocked sinks, toilets and drains internal doors and adjustments to these and external door locks fencing and gates (unless they bound a public walkway or highway) hooks, shelves, curtain poles, toilet seats, door bells and other fittings fitting your own electrical appliances and resolving any faults with these washing machine connections • window glass broken deliberately, or as a result of negligence • fuses, resetting circuit breakers and light bulbs • floor tiles, fire surrounds • wooden garden sheds.

More information about your responsibilities can be found in the repairs section of our website at barnethomes.org 7

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Reporting a repair If you lose your keys, we cannot change your locks free of charge.

• Call us on Freephone 0800 3895225 (24 hours).

• Minicom 020 8359 5212 For other repairs, you can use our online reporting facility at barnethomes.org or call our freephone number 0800 3895225.

For gas central heating repairs, phone our gas contractors Mitie direct on 0800 121 7722 or 01689 806 001.

Insurance Barnet Homes does not insure your belongings. You should take out insurance for the contents of your home, so you can replace them if they are damaged or stolen.

Royal and Sun Alliance offers an insurance policy for Barnet tenants - you will have received their leaflet with this booklet. You may want to compare this with other insurance companies to get the best deal for you.

Pets You are responsible for keeping any animals you have in your home under control and making sure they do not cause a nuisance to others.

This is especially important if you live in a flat with shared areas. Please make sure your pets are suitable for the size and location of your home.

Pets are not allowed in our sheltered accommodation.

Working from home If you want to run a business from home, please write to us for permission, telling us what sort of work you will be doing.

We normally give permission as long as it will not cause damage or be a nuisance to your neighbours.

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Rubbish Please place your rubbish in the blue or brown bins provided. Rubbish left elsewhere attracts rats and insects.

If you have a rubbish chute, do not put large, messy or heavy items down it as this causes blockages. If you have large items to get rid of, contact our call centre to arrange a visit by our bulk waste team.

TV services You must ask our permission before installing your own satellite or cable TV. If you live in a property such as a block of flats that has a shared TV aerial with other homes, we only permit this if it is for a service you cannot receive through the existing communal system.

If you live in a house with its own TV aerial we usually give permission, but need to be sure this will not damage our property and is fitted properly.

Please contact us or download the permission form from our website barnethomes.org.

Respect for your neighbours You must not make any noise that causes a nuisance to your neighbours at any time. Please do not make any noise between 11pm and 8am, including noise from DIY or using a washing machine.

You must not install anything in or around your home that may cause a nuisance, without our written permission.

This includes laminate or wooden flooring and ceramic tiles, which can create a lot of noise for those living below.

If you experience nuisance we encourage you to resolve this amicably yourself with your neighbours. If this does not work, contact our call centre for advice. In an emergency, call the Police on 999.

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Moving home Once you have become a secure tenant, you can apply to exchange, downsize, or transfer home. See our website barnethomes.org for more details about these.

Ending your tenancy If you wish to end your tenancy, you must give us four weeks’ notice in writing, ending at midnight on Sunday, and take all your belongings with you when you leave. We charge you for items you leave behind, including flooring and carpets.

Housing support and adaptations If you require assistance to help you maintain your tenancy for health or other reasons, or you need adaptations to help you in your home, please contact us or Adult Social Care directly on 020 8359 5000.

Asbestos Homes built before the mid-1980s may have asbestos present. Most asbestos materials pose no risk to residents and are safe as long as they are in good condition and have not been damaged.

Asbestos is most likely to be found in heating ducts, infill panels near doorways and windows, ceiling tiles, wall partitions, boiler and stair cupboards, panels behind radiators and heaters, bath panels, decorative coatings and external parts.

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If you are concerned that a material in your home may contain asbestos, phone the helpline for prompt advice – 0800 3895225.

If it is damaged or deteriorating, seek advice. Don’t try to deal with it yourself, phone the helpline.

Check before carrying out DIY if you think it may affect asbestos materials by phoning the helpline - 0800 3895225.

Remember - by telling us what you intend to do in advance, we can confirm whether this is safe or if asbestos is present.

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Staying safe at home Smoke alarms Smoke alarms save lives and we have fitted these in all homes. You should check yours is working once a month by pressing the red test button and listening for a beep. If there is no beep, or for any reason you don’t have an alarm, please contact us.

Note: Battery operated alarms are sealed and the battery can’t be changed by you or used in any other appliance.

Gas servicing Every year we service all the gas heating and gas fires we have installed.

Please allow our engineers to carry out this work, as it protects you and your family.

The annual gas safety certificate for your home should be in your kitchen for you to see. The company which services your heating will have left a sticker on your boiler with its phone number.

Gas leaks If you suspect there is a gas leak, you should: • ring the gas emergency service on Freephone 0800 111 999 • open the windows to get rid of the gas • report the problem to us • turn the supply off at the meter.

Do not turn electric switches on or off, and do not smoke.

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Fire If there is a fire in your home, you must: • get everyone out • close doors behind you to stop the fire spreading • phone 999 for the fire brigade and give your address clearly.

Do not go back inside for any reason. Do not use lifts.

If you live in a block of flats, and fire breaks out elsewhere in the building, you are usually safer staying in your flat. Phone 999 to report the fire.

Preventing fires Shared corridors and communal areas must be kept clear of any items at all times and electrical intake cupboards must not be used for storage.

You must not store petrol, paraffin or other material that can catch fire in your home. Please ask permission before using paraffin or Calor Gas fires in your home.

You will find more home safety advice on our website, barnethomes.org.

Home security You may change your door locks or fit window locks. Please ensure any locks you fit allow you to leave your home very quickly in case of a fire or other emergency.

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Your neighbourhood and getting involved Caretaking Most of our flats and estates have a caretaking service to maintain a pleasant environment in shared areas. Contact details for your caretaker, along with their duties, may be posted on the noticeboard in your block or estate. If not, please contact us for details.

Parking and garages Please park in a reasonable way and do not block others or obstruct emergency access routes. You must not park caravans, trailers and large vehicles on estates.

Some estates have controlled parking schemes and you will need a permit if you haven’t already been given one. Please contact us for this. We have garages to rent in some areas, which can also be used for storage – contact us if you would like one.

Having your say By getting involved you can help us provide the high quality services you want to see. It’s not just about attending meetings. You can dip in and out depending on how busy you are and how involved you would like to be.

Opportunities range from getting involved in local community projects and residents’ groups, to giving feedback on our services, inspecting repairs and checking our estates.

As a start you may like to join your local residents’ group and add your name to our Viewpoint consultation group. You can tell us what subjects you particularly wish to be consulted on – whether by phone, letter or email. You may also want to attend our resident Hub meetings, held every three months at different locations around Barnet.

More information about getting involved can be found on our website and is advertised in your atHome magazine, or ask your housing officer.

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Contacting us and finding out more For more details about Barnet Homes services and up-to-date information on your tenancy visit our website, barnethomes.org. You can make online payments here too.

We also send you a magazine, atHome, every three months that gives the latest news and information for Barnet Homes residents.

Our customer service staff at our call centre can take repair requests and answer other enquiries between 8am and 6pm Monday to Friday.

Call Freephone: 0800 389 5225 (also our 24-hour emergency number) Text: 07903 324192 Email: talk2us@barnethomes.org Minicom: 020 8359 5212 Type Talk: 18001 0800 3895225 For problems with your gas central heating, phone Mitie on 0800 121 7722 or 01689 806 001.

Residents of Grahame Park, West Hendon, Stonegrove & Spur Road, or Dollis Valley can call 020 8359 2929 if your call is not about a repair.

We can provide an interpreter over the phone if required.

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Checklist for new tenants When you first move in there are a number of things you need to do or know about. Here is a checklist to help you. You can find more details about some of these points in this leaflet.

Organise for your mail to be redirected to your new home Hand in your housing benefit form if you want to claim Phone UK Power Networks on 0845 601 5467 to find out which company supplies your electricity at present Phone National Grid on 08706 081524 to find out your gas supplier Take meter readings for gas, electricity (and your water meter if there is one) and inform your providers that you have moved in and give them the readings.

If you have pre-payment meters for gas and electricity, speak to your suppliers to arrange a key card for them Once you have spoken to your gas company, call our gas contractor, usually this will be Mitie on 0800 121 7722 or 01689 806 001 to arrange for your gas to be reconnected and your gas appliances to have a safety check.

(This may not be necessary if you do not have a pre-payment meter or a new system.)

If you need to know which water company supplies your water, please ask us and we can tell you Obtain a parking permit if required locally Buy content insurance cover for your belongings and decorations Have spare keys cut to leave with a friend or relative.

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Letting people know Remember to give your new address to everyone, including: • your bank or building society • the benefits office • catalogue companies • Council Tax • credit card companies • your doctor (the local library will have a list of doctors in your new area) • your dentist and any healthcare visitors • The DVLA if you have a driving licence • electoral register • your employer • insurance companies • mobile phone provider • pension companies • TV licence authority (0990 246 246)

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2 Bristol Avenue, Colindale, London NW9 4EW barnethomes.org talktous@barnethomes.org @barnethomes 20