Tenants advice pack

Welcome to your new home This pack contains important information about your home and tenancy.

Please take the time to read through it carefully.

It should only take a few minutes but will ensure that your bills are up to date and that you have everything in place to enjoy your new home.

If you have any questions or are struggling to pay your rent or bills please contact our Welfare Advisors on 01296 732600.

Ways to get in touch Customer Contact Centre: 01296 732600 If we are busy, we operate a call-back service. Simply leave a message with your address and contact details and we will call you back. You even retain your place in the queue.

Text: 07786 203 126 Email: contact@fairhive.co.uk Repairs hotline: 0800 542 8904 The Repairs Hotline is available 24 hours a day – this line will only deal with repairs.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

The sections covered in this guide will help you to tick off any actions required to make sure you’re set-up with your new Fairhive tenancy.

3 

Paying your Rent - read how to setup a direct debit or choose other payment options

Page 3



Council Tax - important information about registering for Council Tax with your local authority



Housing Benefit / Universal Credit - how to make a claim and how to get in touch with your Fairhive Universal Credit Officer

Page 6



Complete your application to pay housing or garage rent

by Direct Debit

Page 7



Learn about the Direct Debit Guarantee

Page 8



Utilities - don’t forget to register your details with suppliers for water, gas and electric as soon as you move in

Page 5

Page 9-10



TV License - make sure you have registered with TV Licensing

Page 11



Welfare Advice from our dedicated team - find out what support and services we offer

Page 12



How to get in touch and report a repair

Page 13



Starter tenancies - What is a starter tenancy and what happens next

Page 14



What is a lettable standard?

Page 15



Moving out standard - useful information about moving house

Page 16-17



Budget Sheet - use this handy template to keep a track of your income and outgoings

Page 18-19

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

3

£

Rent

Paying your rent should be one of your main priorities when it comes to dealing with bills and other debts. Non-payment can lead to you being evicted from your home. This is always a last resort for us and we will work with you as much as possible to prevent this from happening, however we can only offer help if we have your full co-operation.

Ways to pay your rent

Direct Debit Direct Debits are quick to set up and easy to manage. Please complete the Direct Debit Form in this pack and return it to us. You can also do this via My HomeHub.

Switch and Stick

Standing Order You can instruct your bank to pay a set amount of money automatically weekly or monthly.

Please see our bank details on the following page.

Allpay Cards You can pay your rent at any post office or PayPoint outlet. You can use cash or cheques at the post office and cash only at PayPoints. Don’t forget to keep your receipts safe. To request a new card, contact our customer service team on 01296 732600.

Online Pay your rent online via Allpay. You will need your Allpay card number to login.

It pays to switch to Direct Debit or Standing Order. Pay your rent using one of these payment options for three consecutive months without falling into arrears and you could win shopping vouchers worth £250 in our quarterly prize draw.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

4

Rent

£

By Post Please send your cheque to Fairhive, Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ Remember to write your name, address and tenancy reference number on the back of the cheque.

Internet Banking You can pay your rent directly from your bank account. You will have to give your unique tenancy reference number as a reference to prevent any delays with the payment reaching your account.

Our bank details are below: Fairhive Reference (your tenancy reference number) Sort Code: 20-00-00 Account number: 50410667

By Telephone Call our payment line on 01296 732804, you will need your payment card details and your tenancy reference number.

My HomeHub Register an account on our website or by downloading the My HomeHub app.

However you choose to pay, you must provide your name, address and tenancy reference number.

If you have any problems paying your rent, contact your Rent Advisor as soon as possible on 01296 732600 or email rents@fairhive.co.uk.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

5

Council Tax

You will need to register for Council Tax with your local authority.

Depending on your address, you can apply with your Local Authority online at:

• Are you living alone at the property?

Buckinghamshire Council

• Are you the only person over the age of 18 living at the property?

0300 131 6000

www.buckinghamshire.gov.uk/council-tax

Central Bedforshire

If yes, you can claim single person discount which is a 25% reduction off your bill.

www.centralbedfordshire.gov.uk/info/80/council_tax

If you are claiming Welfare benefits, you may also be entitled to a Council Tax Reduction.

0300 126 3000​

Let’s talk Rubbish

Don’t forget to order your bins through your local council if your property does not have them when you move in. Councils will normally charge for these. Please contact our Welfare Advisors on 01296 732600 if you are struggling to cover these costs as you may be eligible for financial assistance.

0300 300 8306

Northamptonshire

www.northnorthants.gov.uk/counciltax

South Oxfordshire

www.southoxon.gov.uk/south-oxfordshire-districtcouncil/council-tax

01235 422 422

Milton Keynes

www.milton-keynes.gov.uk/council-tax

01908 691691 Hertfordshire

www.dacorum.gov.uk/home/council-tax

01442 228000 Slough

www.slough.gov.uk/council-tax/pay-council-tax

01753 475111

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

6

£

Housing Benefit and Universal Credit

Do you need to claim for help with your housing costs?

You can apply for housing benefit online by claiming through your local authority:

Slough

www.slough.gov.uk/housing-benefit/applyhousing-benefit

01753 475111

Central Bedfordshire

Buckinghamshire Council

www.buckinghamshire.gov.uk/housing-andbenefits/benefits/help-to-pay-your-rent

0300 131 6000

Northamptonshire

www.northnorthants.gov.uk/benefits/apply-counciltax-support-or-housing-benefit

0300 126 7000

www.centralbedfordshire.gov.uk/info/53/ benefits/5/housing_benefit

0300 300 8306

Please remember that the housing element of your Universal Credit is paid directly to yourself, therefore you are responsible for using this money to pay your rent.

South Oxfordshire

www.southoxon.gov.uk/south-oxfordshire-districtcouncil/benefits/housing-benefit/apply-forhousing-benefit

01235 422422

Milton Keynes

www.milton-keynes.gov.uk/benefits/informationabout-claiming-housing-benefit

01908 691691 Hertfordshire

www.dacorum.gov.uk/home/benefits/housingcouncil-tax-benefits/apply-for-housing-benefit

If you are claiming Universal Credit, please contact our Universal Credit Officer on 07543 500458 who can advise on how to claim the Housing Element or contact your local Job Centre Plus office.

01442 228000

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

Application to pay housing or garage rent by Direct Debit Name(s): Address of property/garage that this mandate is for:

Please arrange for rent due on the above tenancy to be paid by Direct Debit in accordance with the Instructions on the form below. I/We would like monthly payments to be taken on (✓) Preferred day of month Please tick if you are in receipt of Housing Benefit

We offer monthly direct debit payments on the 1st, 5th, 10th, 15th, 20th and 25th. When the chosen date falls on a weekend or public holiday we’ll take payment the next working day. We also offer weekly direct debits to those who aren’t on housing benefit and will be collected on Mondays.

Daytime Phone Number: (in case of any queries) PLEASE CONTINUE TO PAY YOUR RENT BY YOUR USUAL METHOD UNTIL YOU HEAR FROM US.

Please fill in the form and return to Fairhive Homes Ltd, Finance Section: Fairfax House, 69 Buckingham Street, Aylesbury, HP20 2NJ (reply paid envelope enclosed).

Name and full postal address of your Bank or Building Society: To the Manager: Bank/Building Society: Address:

Postcode: Name(s) of Account Holder(s)

Branch Sort Code

Originator’s Identification Number

4

2

5

5

2

0

Reference: (Rent)

Instruction to your Bank or Building Society to Pay by Direct Debit Please pay Fairhive Homes Ltd Direct Debits from the account detailed in this instruction subject to safeguards assured by the Direct Debit Guarantee.

I understand that the instruction may remain with Fairhive Homes Ltd and, if so, details will be passed electronically to my Bank/Building Society.

Signature (s):

Bank/Building Society account Number Date:

8

£

The Direct Debit Guarantee

• This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.

building society you are entitled to a full and immediate refund of the amount paid.

• If there are any changes to the amount, date or frequency of your Direct Debit, Fairhive will notify you 5 working days in advance of your account being debited or as otherwise agreed. If you ask us to collect a payment, confirmation of the amount and date will be given to you at the time of the request.

• If you receive a refund from Fairhive Homes Ltd you are not entitled to, you must pay it back when asked to.

• If an error is made in the payment of your Direct Debit either by us or your bank or

• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also contact us on 01296 732600 to confirm that your Direct Debit has been cancelled.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

9

Utilities – your water, gas and electric

Don’t forget to register your details with the supplier of your water, gas and electricity.

You are responsible for paying your utility bills (they are NOT included in your rent), so to avoid receiving large bills you should provide this information on the day your tenancy starts. This date can be found on your tenancy agreement.

What you need to do:

• Take meter readings on the day that you move in.

• Register with a utility company to pay your gas and electricity.

• Choose your own supplier and shop around for the best deal or switch to another utility company if you would prefer.

• Consider a monthly payment plan for budgeting.

Save money:

• If you choose a combined bill, this may provide a saving.

• If you choose paperless billing, this may provide a saving.

• If you choose to pay by direct debit, this may provide a saving.

• If you choose to pay as you go you must request a payment key from your supplier which can be used at any PayPoint.

• Consider a smart meter which tracks the amount of energy that you use on a daily basis. You should request one from your chosen supplier.

Check websites for price comparisons: www.uswitch.com www.ukpower.co.uk www.comparethemarket.com/energy

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

10

Utilities – your water, gas and electric Gas and Electricity Suppliers

Your property will be services by British Gas. To get in touch with them, use the following customer service contact details: T: 0333 202 9804 - lines are open between 9am and 5pm Monday to Friday.

Remember

www.britishgas.co.uk/help-and-support/ contact-us

Water

Depending on your new address, you need to register your account with Thames Water or Anglian Water.

This can be done online by visiting: www.thameswater.co.uk

To run all your taps for five minutes after moving in or after long periods of absence from your home to remove any stagnant water from the system.

Find out more information about legionella safety on our website.

T: 0800 980 8800 or

www.anglianwater.co.uk

T: 0345 791 9155

If you are a single occupant, check that you have a water meter installed as this may save you money. If a water meter cannot be installed, check with your service provider for eligibility for low rate tariff schemes.

To help you budget you can pay by direct debit, or monthly instalments or request a payment card.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

11

TV Licence

It is a criminal offence to use a TV, PC, tablet or smartphone to watch live or catch-up TV without a licence.

You can pay by monthly instalments by direct debit, or request a payment card for weekly/ fortnightly payments by contacting TV licensing on 0300 555 0286.

If this is your first TV licence, you can pay weekly, monthly or annually.

You can register for a licence at

www.tvlicensing.co.uk

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

12

Welfare Advice

We have a dedicated Welfare Advice Team that can help you if you are struggling with wellbeing or financial concerns or have problems with sustaining your tenancy. Find out more information about how our team can help on our website www.fairhive.co.uk/welfare-help-advice

What can our Welfare Advice service offer you?

• Affordability checks • Financial budgeting

The Community Hub

Come and join us for a coffee at the Community Hub, where we offer a one stop drop-in for residents.

We are here to make a difference, to support you and shape our community. Our team and the amazing agencies that join us can offer advice ranging from funding, debt management, housing, welfare benefits, employment opportunities, training, CV writing and family matters.

Come along and say hello:

• Welfare Benefit advice • Debt options

• Direct you to local support and helpful resources to suit your specific situation.

The Aylesbury Vineyard, Gatehouse Close, Aylesbury, HP19 8DN.

Call us today on 01296 732600 for further information or to make an appointment for assistance.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

We open every Tuesday morning from 9.45am until 12pm

13

Reporting repairs and any enquiries

Please contact the Contact Centre by emailing contact@fairhive.co.uk or calling us on 01296 732600.

To report an emergency repair you can call our 24 hour repairs line on 0800 542 8904.

You can also report a repair on the My HomeHub app.

Register today www.fairhive.co.uk

If during your tenancy with us you would like to raise a complaint or leave a compliment you can do this in My HomeHub or on our website

If you have a leak at the property turn off the water supply immediately.

The stopcock can be usually found either under the sink or in the airing cupboard.

www.fairhive.co.uk/making-a-complaint We welcome resident feedback and we share the outcomes of our complaints and compliments in our regular issues of Residents News and our annual Tenant Standards Report which can be viewed on our website as well.

If you smell gas and suspect a leak, call the National Gas Service Emergency Line on 0800 111 999.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

14

Starter tenancies

What is a starter tenancy?

Who gets a starter tenancy?

If you breach the terms of your tenancy during the first year, the starter tenancy may be extended or terminated. If your tenancy is terminated we will serve you a legal notice to give you 2 months notice to leave the property.

Monitoring the tenancy

We give all new tenants an assured shorthold tenancy, known as a ‘starter tenancy’. Starter tenancies last a year, during which time you must show that you can keep to your tenancy conditions.

Why do we have starter tenancies?

We use starter tenancies to help us deal effectively with antisocial behaviour and tenants who repeatedly break other conditions of their tenancy agreement.

Starter tenancies are an opportunity for you, your family and your visitors to show that you understand what it means to be a responsible tenant.

Any new applicants seeking general needs accommodation with Fairhive, who do not hold a full assured or secure tenancy will be issued a starter tenancy. Therefore, if you are living with family or friends, lodging, are homeless, privately renting or you have not held a tenancy elsewhere you will be granted a starter tenancy.

As a new starter tenant you will have at least two home visits in the first year of your tenancy.

If you have particular need for support you may see your Neighbourhood Manager more frequently.

If there are problems with your tenancy we will make it clear what you need to do to put things right, and will help you to access any additional support you need. However, if things do not improve, we will take action which could lead to you losing your home.

You can find contact details and see who your Neighbourhood Manager is on our website: www.fairhive.co.uk/who-is-my-neighbourhoodmanager

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

15

What is a lettable standard?

This is the minimum standard of repair you can expect to find when you move into your new home.

It is also the minimum standard that we expect the property to be in when your tenancy with us ends.

It is important that you follow this guidance as you may be re-charged for the costs of repairing any damage or maintenance work that is your responsibility.

What we don’t do

There are some things you might inherit from the previous resident and also some things you will need to take care of because we cannot do it for you.

We don’t:

• Connect your washing machine.

• Connect your cooker – this must be done by a competent person.

• Register you with utility suppliers – you must arrange gas, electricity and water.

• Decorate your property – it is your responsibility to keep your property in good decorative order.

• Remove floor coverings left by the previous resident if they are in a reasonable condition e.g carpet, laminated or wooden flooring. It will be your responsibility to maintain these in future.

• Remove or demolish garden buildings if in reasonable condition. You will be responsible for maintaining them.

• Remove outside concrete bases if in reasonable condition.

What we expect from you

It is your responsibility to report any necessary repairs to us promptly – as well as to keep the property clean and in good decorative order.

You are also responsible for maintaining your garden area as well as hedges and trees.

Please note that it may be necessary to carry out some repairs after you have moved in. These will normally be garden clearances, replacements where materials are on order, and external repairs. We will agree with you what these repairs are and when they are to be carried out.

Furnished tenancies

If you have a furnished tenancy the standard offered may be different. This will be explained to you by your Allocations and Lettings Advisor.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

16

What is a moving out standard?

This is the standard that we expect you to leave your property in.

This would be either before you move to another of our properties, or leave Fairhive altogether.

Before you leave

You must allow access before you leave your home for your property to be inspected. You will be notified of any repairs or improvements you must make.

After you leave

Once you have left your property it will be inspected again to ensure that any repairs that you were requested to undertake have been carried out.

We want to provide homes that are safe, secure and clean. Our moving out standard has been agreed by customers and staff. It is a list of all the things we need you to do to help us get the property ready for the next tenant as quickly as possible.

If you move out of your home and have not met the moving out standard, any works we have to do to rectify the property will be charged to you.

You must book a termination inspection once you have decided to move out. If you are unsure about what needs to be done to your property in order to avoid a recharge, your Allocations and Lettings Advisor will be able to advise you during your termination inspection.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

17

If your property does not meet the standards outlined and there is evidence of damage, neglect, or misuse, we will charge you the costs of getting the property up to the required standard.

Cleaning

Utilities & Services ✓ Ensure gas cards and key/fobs

✓ Remove all belongings

(communal) are left in property

✓ Wash down kitchen cupboards

✓ Leave meters debt free ✓ Notify utility providers when

and worktops

✓ Clean toilet, bathroom fittings

your tenancy is ending and provide a meter reading

and tiles

✓ Re-direct your post and Council Tax ✓ Notify Housing Benefit of

✓ Wipe clean fixtures and fittings,

window sills and ledges, radiators and pipes, doorframes and handles, picture rails, skirting boards and fire surrounds

your move

✓ Contact phone company Door & windows ✓ Ensure property is left secure with

✓ Clean inside windows

✓ Return front door keys and/or

✓ Clear loft areas

all doors and windows shut

✓ Sweep and clean floors

communal keys to Fairhive and leave all other keys in kitchen drawer ( back door, window/ patio)

Decoration ✓ Repair any damage, for example

✓ Empty and clean garage

?

Miscellaneous

✓ Please note you will not be able

holes or cracks in walls

to gain access once your keys have been returned

✓ Ensure property is in good

✓ Furnished tenancies - leave all

decorative order (neutral colour and no torn/soiled wallpaper)

Floors ✓ Remove floor coverings, except

vinyl, unless you have been given permission to leave it

Bins

furnishings

Alterations

✓ Non standard electrical fittings

must be returned to original, for example any light fittings or switches you have had installed (if you are unsure, please speak to us first)

✓ Leave your recycling bins at the

✓ Non standard or glass doors

Garden – outside/space

✓ Any fixture and fittings you

property, as they belong to the council

✓ Ensure any grass is cut and outside areas are left clean and tidy

must be returned to full wooden doors (missing doors replaced, including handles) have removed or damaged must be replaced

✓ Any alterations made without

our written approval must be returned to their original state

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

18

Budget Sheet

£

This budget sheet can be used to help you maintain your rent and household bills.

Once completed, you will be able to see what money you have left over to pay any debts or put towards savings.

Outgoings (weekly/monthly)

Name:

Rent

£

Ground rent/ service charges

£

Council Tax

£

Gas / oil

£

Electricity

£

Water

£

TV licence/ rental

£

Income (weekly/monthly)

Life insurance/ endowment

£

Wages/Salary

£

Contents insurance

£

Wages/Salary (partner)

£

Food / housekeeping

£

Benefits

£

Travel

£

Money from other people

£

Telephone – landline & mobile

£

Other

£

Internet

£

Total income

£

Clothing/ emergencies

£

Prescriptions/ health costs

£

Other

£

Total outgoings

£

Address:

Number of people in household:

A My total income is:

£

B My total outgoings are:

£

A-B=C C

My available income is:

£

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

19

Budget Sheet

£

Priority debts Type of debt

Money owed

Payments negotiated to pay off debts (weekly/ monthly)

Rent arrears

£

£

Council tax arrears

£

£

Gas arrears

£

£

Electricity arrears

£

£

Water arrears

£

£

Fines

£

£

Maintenance arrears

£

£

Other

£

£

Other

£

£

Total priority debts

£

£

Total payments to priority creditors is £………… per month/week.

When I have made payments to my priority creditors, I have £………… for my non-priority creditors.

The table below can be used to calculate how much money you now have to offer to your non-priority creditors

Non-priority debts Debt (complete name of creditor)

Total amount of Money owed

Offer (weekly/monthly)

Debt:

£

£

Debt:

£

£

Debt:

£

£

Debt:

£

£

Total income

£

£

For more advice on welfare benefits, debts and budgeting please contact our Welfare Advice Team on 01296 732600 who can help you to keep your monies on track.

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive

20

Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600

fairhive.co.uk

@hellofairhive

Facebook.com/hellofairhive

@hellofairhive