Resident handbook building places, housing ambition
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About bpha.......... 4
Your tenancy............8
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Your rent................ 14
Having your say................. 26
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Living in your home............. 32
Repairs & improvements....... 42
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8 Specialist
Moving on............. 76
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housing.................. 82
Contact us Visit us:
Talk to us:
Write to us:
bpha Limited 4 Horne Lane Bedford MK40 1NY
Telephone: 0330 100 0272 Email: info@bpha.org.uk Text: 07983 502 502 Minicom: 01234 213874 Web: www.bpha.org.uk
bpha Limited Bedford Heights Manton Lane Bedford MK41 7BJ
Useful numbers Contact team.................................................................................0330 100 0272 Carelink...........................................................................................01234 716420 Report anti-social behaviour out of hours on.......................0800 723330 OR ...................................................................................................TEXT ASB to 80800 OR on our website ......................................................................www.bpha.org.uk (Giving your name and contact telephone number) Money advice...............................................................................0330 100 0272 TSG – boiler and heating breakdowns Call direct on freephone.............................................................0800 111 4044 For more information go to our website.................................www.bpha.org.uk
Please click on the map to link to Google maps and get directions to visit us.
High Street
St Pauls Sq
n St Pauls Sq
St Mary’s St
L rne o H
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1. About bpha Our objectives...............................................................................5 What we offer resident...............................................................5
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Our objectives bpha has three main objectives: • Customer service • Growth • Viability We deliver these objectives in the context of our values, which are based on three key themes: • Quality of life through balanced communities • Valuing and involving our customers • Valuing ethnic and cultural diversity, building trust In practice, this means: • Building homes where people want to live and where they can access jobs and other services they value • Working with others to improve the quality of life for communities and helping to tackle difficult problems • Housing the homeless and people with housing or other special needs • Providing excellent housing and support services that represent good value for money • Valuing the benefits of operating in a culturally and ethnically diverse area, and recognising the needs of different communities to ensure they have equal access to the homes and services we provide.
What we offer residents STRIVING FOR EXCELLENCE This handbook reflects our desire to serve and communicate effectively with all of our tenants. You, our tenants, are our customers. We aim to serve your needs efficiently and operate a policy of continuous improvement. The service levels we set will indicate what you can expect in your dealings with us. These service levels will be reviewed on a regular basis and our performance against them will be published on our website. We also: • Operate a “can do” philosophy encouraging staff to be courteous, responsive and speedy • Remove communication barriers with modern reception, telephone and computer systems • Ensure staff are well informed to give helpful advice • Reply quickly to letters • Give positive help to older people and people with disabilities • Operate a fair and open lettings policy • Have staff out on our estates who can alert us to local problems • Hold meetings with tenants and listen to their views on key issues • Heed your complaints if we fail to meet our demanding targets • Carry out satisfaction surveys to collect information on what residents think of us
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2. Your Tenancy Your agreement Tenancy agreement.....................................................................7 Joint tenancies...............................................................................7 Other occupants...........................................................................7 Your rights......................................................................................8 Being involved...............................................................................8 Your tenancy.................................................................................8 Your preserved right to buy.......................................................9 If you do not have the preserved right to buy.......................9 The neighbourhoods team........................................................9 Equality and diversity.................................................................10 Confidentiality...............................................................................10
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Tenancy agreement When you accept your tenancy, you agree to the conditions in your tenancy agreement. It is the most important document relating to your tenancy. It explains both your obligations and ours. Its purpose is to ensure a good relationship between you and us and between you and your neighbours. Please keep your tenancy agreement in a safe place. We recommend you keep it with this handbook.
Joint tenancies It is possible to apply for a joint tenancy subject to checks and individual circumstances. We will consider all requests for a joint tenancy and will explain why if we decide not to grant one. Each joint tenant is equally responsible for meeting the tenancy obligations – for example, ensuring the rent is paid, even if one of you moves out. Each may apply for housing benefit unless one was a dependant of the other before the joint tenancy started. If one joint tenant dies, the tenancy is normally transferred to the other tenant by succession. Please let your Housing officer know if this happens. If a relationship breaks down neither joint tenant may evict the other. If this happens, pleasediscuss the situation with us.
Other occupants OVERCROWDING You have the right to decide who lives with you, including lodgers, as long as you do not allow your home to become overcrowded as defined in Part 324-326 of the Housing Act 1985. A lodger is someone who lives with you and shares your home. If you are not sure and want more advice, please contact us.
SUB-TENANTS A sub-tenant is someone who has his or her own self-contained part of the property. If you wish to sub-let you will need to ask our permission, which may be given subject to conditions. You cannot sub-let the whole of the property. Sharing your home with someone may affect any welfare benefits you receive, such as housing benefit. If you want more information, please contact us.
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Your rights We are registered with the Homes and Communities Agency and follow guidance issued by the National Housing Federation. Your tenancy agreement and this handbook explain your rights and obligations as a tenant. If you want more information about your rights or how to appeal against decisions, or if you wish to complain about the association, you should contact us. If you prefer, you can seek independent advice from the Citizens’ Advice Bureau or a solicitor. Please also see Section 4 of this handbook for details of our complaints and appeal process.
Being involved You have the right to be kept informed and to be consulted about matters affecting you. Please see Section 4 of this handbook for more details of how to get involved.
Your tenancy YOUR RIGHT TO LIVE IN YOUR HOME You must occupy the property as your main or principal home or you will be at risk of losing your home. You will then lose your security of tenancy and different rules will apply. We cannot evict you from your home without a court order. To get a court order we must follow rules set down by the Housing Act 1988 as amended by the Housing Act 1996. We will need to prove that there has been a breach of the tenancy agreement or there is a good reason for your home to be vacated. A county court judge will listen to both sides before making a decision on what will happen to your tenancy.
ACCESS REQUIREMENTS We will not interfere with your right to peacefully occupy your home, except when: • We have to gain access to inspect the condition of the property • We need to carry out repairs or other work to your home or the adjoining property • We need to carry out the annual gas safety check or other safety checks in accordance with our legal obligations We will give you reasonable notice in these instances. In an emergency, we will make reasonable efforts to contact you, but sometimes it may be necessary to gain access in your absence to resolve the problem. As above, we have a legal obligation to service your heating system on an annual basis. We will always give you reasonable notice that we need to gain access. However, if all our efforts to gain access fail, we will seek a court order to gain access in your absence to carry out the essential servicing required. We will tell you if this is to happen. You will be liable for all legal fees linked with court action if we have to take formal action to obtain access to your home.
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Your preserved right to buy Most tenants who were tenants of North Bedfordshire Borough Council on 12 June 1990 and who have stayed tenants of bpha continuously since then have the preserved right to buy their home. Under the preserved right to buy scheme you may be able to: • Buy jointly with other members of your family if they have lived with you for a year or more • Receive a discount of between 35% and 60% off the market value of your home (up to 70% for flats) subject to a maximum amount in cash terms The rules might change but we are always able to give you up-to-date advice on the various schemes. Please contact us. Important: Your discount may be reduced (possibly to zero) if we have modernised, adapted or recently bought or built your home. This is called the cost floor.
EXCLUSIONS Some properties may be excluded from the right to buy, for example: • Homes first let before 1 January 1990 which are particularly suitable for elderly people and which have been let for occupation by someone of pensionable age • Retirement housing and warden serviced accommodation • Lettings in connection with employment • Properties scheduled for demolition Please also note that tenants who have their assured tenancy demoted due to their antisocial or nuisance behaviour will lose their preserved right to buy.
If you do not have the preserved right to buy Some of our properties can be bought under the right to acquire scheme. These are usually urban properties that we have bought or built since 1997. We will be pleased to look into this for you. Please contact us for more information.
The neighbourhoods team We have three housing teams of generic Housing officers who help residents with all aspects of their tenancy, such as signing applicants up for a new tenancy, problems paying rent, antisocial behaviour issues and looking after the estates. We aim to work with our Resident to maintain and improve our properties, and create sustainable neighbourhoods and communities.
IDENTIFICATION Remember – all bpha staff and our contractors will have an identify card with them when they visit your home. If you are unsure, please contact us.
Don’t allow strangers into your home unless they can prove their identify.
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Equality and diversity bpha aims to be an open and inclusive organisation, which serves all our communities. We are committed to equality of opportunity for everyone who uses or provides our services – whether they are applying for housing or a job, live in one of our homes, or are contracted to provide services on our behalf. bpha seeks to ensure that no-one will be treated less favourably because of their age, religion or belief, sexual orientation, pregnancy and maternity, gender reassignment, marriage and civil partnership, race, disability or gender. We treat any allegations of harassment or discrimination very seriously, and will hold a full investigation into any reported instances.
Confidentiality All bpha staff are committed to treating information about you in confidence. We hold a range of information about our customers, most of which is obtained from housing application forms and tenancy records. We try to ensure that the information we hold about you is accurate and up-to-date, so if any of your details change, please let us know. Generally speaking, information that we hold about you will be disclosed only to you or, in certain circumstances, to a third party with your permission.
DATA PROTECTION Under the terms of the Data Protection Act 1998, you are entitled to the following: • To know why information is being collected and/or processed • To have a description of the information being collected and/or processed • To have a description of any potential recipients of the information • To have access to information held about you and to obtain copies if necessary If the information you have requested exists we will arrange for you to see it within 40 days in line with Data Protection guidance. We are unable to show you information about you that has been supplied by a third party without the other party’s permission. A fee may be payable (currently £10.00).
ACCESS TO FILES You have the right to inspect any file relating to you and to check that the information recorded there is correct. We will supply you with information relating to you, our tenant, but not pertaining to the property, documents received from third parties about you or information given to us in confidence. You must submit your request in writing and we will make arrangements to send you the information you require within 40 days. A fee may be payable.
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3. Your rent About your rent.............................................................................13 How to pay your rent..................................................................13 Behind with your rent?................................................................13 Changing your rent.....................................................................14 Housing benefit............................................................................14 Important benefit changes that may affect you..................15 Other charges...............................................................................16 How is the rent set?.....................................................................16 Sheltered/supported housing...................................................17 Housing benefit cuts....................................................................17 What does the rent pay for?.....................................................18 What do I do now?......................................................................18 Service charges.............................................................................19 What does the service charge cover?....................................19 How are service charges worked out?...................................19 Service charge definitions..........................................................20 Worried about paying?.............................................................22 Need help to understand this?.................................................22
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About your rent We aim to charge rents that are affordable, even to those on low incomes. The money we raise through rent collection goes back into providing services and maintaining our homes. We produce rent statements every four months and these are sent to you automatically for new and existing customers. You can request a rent statement at any time by contacting us.
How to pay your rent You can pay your rent in a variety of ways: • At Pilgrims House between 9.00am–5.00pm Monday to Thursday and 9.00am–4.30pm Friday. • At a Post Office by using your rent payment card. Please allow three working days for payments to be credited to your rent account. • By cheque. Please make cheques payable to bpha and post to: bpha, Pilgrims House, Horne Lane, Bedford, MK40 1NY. • By direct debit. Forms are available via our website at www.bpha.org.uk • By standing order. Please contact us to request a form or you can download a form from our website at www.bpha.org.uk • Through a Payzone machine in local shops. You can pay where you see a Payzone sign. • Through the automated payment line on 0844 557 8321; a receipt will be issued upon request. • Through the Internet. Please log on to our website www.bpha.org.uk for details. • By debit card. Payments can be made by telephoning 0330 100 0272. A receipt will be issued automatically. • Through your housing benefit. • In certain circumstances, you can also pay by credit card.
Behind with your rent? It is important that you pay your rent regularly and on time in line with your tenancy agreement. Rent is due in advance and you will need to make a payment at the start of your tenancy when you sign up. It is important you contact us if you start running into financial difficulties or if there is likely tobe a delay in paying your rent. Help is available if you get behind with your rent or have debts which are having an impact on your ability to pay your rent. We have money advisers who are able to give advice on managing your money and help with all welfare benefits. If you have debt problems they are able to work with you and help you make arrangements to manage your debts.
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If you are unable to use any of the rent payment systems (perhaps because of a disability), we can arrange to visit you to agree a method of payment that suits you. Rent arrears are dealt with by your Housing officer. They will contact Resident who are behind with their rent and direct them towards any financial help that might be available. Realistic amounts will be agreed between you and your Housing officer for the payment of any arrears. Whilst eviction is a last resort, where arrears occur without explanation or good reason we will take early legal action. This involves serving a legal Notice and starting court action for bpha to regain possession of your home. Eviction is often avoidable but does happen, particularly when the resident who owes money does not keep in contact with us. If you have been evicted for rent arrears or leave your property owing rent, in most cases we will not help with future permanent rehousing until you have cleared the outstanding debt.
Changing your rent We will review your rent not more than once every 52 weeks, usually in April (but we may choose another month). We will review the rent payable on the first Monday in April following the start of your tenancy agreement and you will get one calendar month’s written notice of a change in your rent. Whilst there is only one annual rent rise, rent changes occasionally result when we improve your home. When this happens your agreement is obtained before the work is carried out and later confirmed with the date the rent increase is to take effect. When you recieve your review notice if you think that the increase is incorrect you must write to us within 28 days of the increase taking effect and let us know what you think is wrong. We will then review the increase and let you know the outcome of the review.
Housing benefit Currently, local councils are responsible for paying housing benefit to those tenants who qualify for help with their rent. You may be entitled to housing benefit, even if you are working. Arrangements can be made to have these payments made directly to bpha. Please speak to your local council about this. If you are making a claim for income support, jobseeker’s allowance, employment and support allowance or pension credit, you should complete a housing benefit form at the same time and return it to the Department for Work and Pensions Office. If you are making a claim in other circumstances, you should submit your application form to your local council. If you return your housing benefit claim in time, and provide the necessary supporting documentation, your housing benefit should be paid from the Monday following the date of your income support/jobseeker’s allowance/employment and support allowance/pension credit claim. For some pension credit claims, the date when housing benefit becomes payable may be earlier.
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If you do not get income support, jobseeker’s allowance, employment and support allowance or pension credit, you may still qualify for housing benefit. Don’t be concerned about applying – it will cost you nothing and could save you a lot of money. When you make a claim for housing benefit you will need to provide proof of identity and other documents to support your claim. The council may write to you asking for more information or confirmation of information you have already sent. You must reply to the council as soon as possible or you will lose benefit and will have to pay us the full rent from your own money. Your local council will review your application from time to time. If you are asked to confirm details about your claim, be sure to give all the information asked for and return it to the council as soon as possible. Failure to return the form or to provide information requested could result in a loss of benefit. Your local council has housing benefit advisers to help you if you have difficulty with the application form. Staff at bpha can also help you fill in the form and give you an idea of what you may be entitled to. Although our staff are happy to assist, you should not assume we know about any housing benefit application you may have made or any changes in your circumstances affecting your claim. Keep us informed, particularly if you are in dispute with the council about the level of your benefit or your right to it. You might also be eligible for other welfare benefits, depending on your circumstances. Ask your Housing officer or one of our money advisers. Our money advisers can support you through the process of applying for housing benefit and other benefits such as disability living allowance. If you disagree with a housing benefit decision or any other benefit decision you may be able to appeal. Please contact our money advisers for advice and assistance.
Important benefit changes that may affect you BENEFIT CAP If your total welfare benefit payment, including housing costs, comes to more than £500 per week (£350 for single people), you may have your housing benefit reduced to bring your total payments below the benefit cap. This will mean you will need to pay your rent from your other benefits, or other income.
REMOVAL OF THE SPARE ROOM SUBSIDY (UNDER OCCUPANCY) If you have more bedrooms than housing benefit rules say you need, you will be classed as “under occupying” your home and your housing benefit will be cut. The size of the bedrooms makes no difference. One bedroom is allowed for: • Each single adult or couple • A non-resident overnight carer if you or your partner are disabled and need this care
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• Up to two children under 16 of the same sex (so two girls or boys must share but a girl and boy get seperate rooms) • Up to two children under 10, regardless of sex (two children are expected to share even if a girl and boy) Your housing benefit is reduced by 14% if you are under occupying by one bedroom and by 25% if you are under occupying by two or more bedrooms. Not everyone on housing benefit is affected. Your housing benefit will not be cut if: • The number of bedrooms in your home is the same as the number you are entitled to • You are over state pension age and recieve the state pension or credit • You live in a one bedroom home
BENEFIT CHANGES Major changes to benefits will be coming soon. In the future most of your benefits will be replaced by a new payment called Universal Credit and your housing benefit will be paid directly to you, so it will be up to you to pay your rent. The websites www.entitledtofortenants.co.uk and www.direct.gov.uk have more information and can tell you if you are affected by the new bedroom rules. Your local Jobcentre Plus will be able to tell you if you are affected by the benefit cap. It’s important that you act now as we can help you work out if you will be affected and help you manage. If you wait and you are affected you might have to manage on less money for a long time before we can help: there will be a much greater demand for homes and if that means you go into rent arrears, you may lose your home.
Other charges
RENT YOUR RENT The rent is the money you pay to us for the cost of providing, managing, maintaining and improving your home.
How is the rent set? RENT REVIEW Most tenancies are reviewed in April each year. Rent reviews are calculated using a government formula. This formula exists to ensure that the rents paid by Resident across the country are fair. The formula bases the review on the Retail Price Index (RPI) in the September before the change is due, plus 0.5%. Your rent review is based on this formula.
TARGET RENT Rent changes are more complicated because we have to take into account a factor
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known as ‘target rent’. Historically, there were wide national variations between rents that people paid. In 2002, the government decided this was unfair and introduced ‘target rent’. The ‘target’ is for everyone to move towards paying a fair and equitable rent by 2015. Target rent is worked out on the following factors: • The value of a property at a set date • The number of bedrooms • The average earnings of the area • The location of the property We are working towards target rent, so even properties which are exactly the same may not have the same rent just yet. The majority of properties will have reached target rent by 2015. The effect of target rent is that your rent may go up or down by as much as £2 per week, in addition to any change in your rent from the rent review.
Sheltered/supported housing In sheltered and supported housing there is also 10% added to the target rent to pay for the additional housing management services we provide in these properties.
Housing benefit cuts PENSIONERS ARE NOT AFFECTED BY THESE CHANGES If you rely on housing benefit to pay some or all of your rent you need to know about changes that may affect you from April 2013. The government has changed the housing benefit rules and in future any payment will be linked to the number of bedrooms you are entitled to under the new rules. If you have more bedrooms than the new rules say you need, you will be classed as ‘underoccupying’ your home and your housing benefit will be cut. The size of the bedrooms makes no difference. Even if housing benefit currently covers all your rent, it is still your responsibility to pay. If your housing benefit is cut you must make up the difference or you will go into arrears and could lose your home.
THE NEW RULES From April 2013, one bedroom is allowed for: • Each single adult or couple • A non-resident overnight carer if you or your partner are disabled and need this care • Up to two children under 16 of the same sex (so two girls or boys must share but a girl and boy get separate rooms) • Up to two children under 10, regardless of sex (two children are expected to share even if a girl and a boy).
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Your housing benefit is reduced by 14% if you are under-occupying by one bedroom and by 25% if you are under-occupying by two or more bedrooms. Not everyone on housing benefit is affected. Your housing benefit will not be cut if: • The number of bedrooms in your home is the same as the number you are entitled to • You are over state pension age and receive the state pension or pension credit • You live in a one-bedroom home
BENEFIT CAP The government is planning to limit the total amount of benefit that a person, couple or family can have. This is known as the ‘benefit cap’. Families getting benefits of more than £500 per week will have their housing benefit cut until their benefit comes to no more than £500 per week. Single people and couples can get no more than £350 per week. If your total benefit income is more than this, your housing benefit will be cut and you will need to make up the difference. We know a lot of people are worried about these changes. If you are going to be affected by these changes call us on 0330 100 0272 for advice on options available to you.
What does the rent pay for? Our aim is to ensure that our homes are affordable. The rent you pay covers the following: • Repairs, maintenance, and buildings insurance of homes • Improving older homes to make sure they reach government standards • Office and staff costs • Management costs, e.g. dealing with neighbourhood issues and collecting rent • Interest on long-term loans we hold, which enabled bpha to buy homes from the council when it was set up in 1990 and to develop new properties
What do I do now? If you pay by Direct Debit, your payments will be adjusted automatically. If you would like to pay by direct debit, please contact us on 0330 100 0272 and ask for a form to set up a direct debit. If you pay by Standing Order, you need to adjust your payments in line with any rent increase. You may want to consider changing to a direct debit payment method as this process would then be completed on your behalf by us. If you receive housing benefit, you must take your Notice of New Rent letter to your housing benefit office. Although we will inform your local housing benefit department of the change in rent, it is still your responsibility to ensure that the housing benefit department is aware of the increase in your rent and any change in your circumstances, and that your rent is paid and your account kept clear. Please note that if you are currently in an arrangement with us in relation to any arrears, you
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will need to make sure that any adjustments made include payments towards your arrears. If you have any other queries about rent, please contact us and we will be able to give more detail on how and why we charge rent. We will also be able to answer any questions you have in relation to the new rent charge applied to your property.
Service charges A service charge is an additional payment towards the cost of providing and maintaining services and benefits which you enjoy outside of your house or flat. You only pay for services you receive. For example, if you live in a block of flats with a communal garden, the cost of maintaining that garden is covered by a service charge because it is available to all Resident and is outside of your home. We make no profit from service charges. The amount of the charge is the amount it costs to provide the service. Any services you receive are shown individually in your Notice of New Rent letter.
What does the service charge cover? Services covered could include: • Employing a caretaker • Cleaning shared areas, including windows, and removing dumped rubbish • Cutting grass and looking after planted areas • Repairs to shared facilities such as door-entry systems, television aerials and lighting • Providing and repairing lifts, including the cost of contracts and lift insurance • Providing fire fighting equipment, including repairing and testing emergency lighting and smoke alarms • Providing water, electricity and gas supplies to shared areas
How are service charges worked out? Charges are based on the actual costs of providing services, together with the cost of future replacement where necessary. An example would be a carpet in a communal area which may last 10 years, so the cost of replacing it would be divided over 10 years and collected gradually. The reason for doing this is to even the costs out over a longer period of time. Where we provide a service such as grounds maintenance, the amount charged is the total cost of providing the service divided by the number of people who receive the service. We have visited all of our locations where services are provided and identified which properties should be paying for services. The letter you have received reflects the services you should be paying for. If, however, you feel that this is incorrect, let us know and we will check the information we have on your property.
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If you agree that you receive a service but are not happy with the service provided, we would also like to hear from you. We work hard to provide a good quality service for an affordable price, but if you are unhappy, please get in touch with us on 0330 100 0272 or at servicecharges@bpha.org.uk
Service charge definitions Not all of these apply to every property. Check your Notice of New Rent letter to see which services you pay for. These are some examples of the most common services we provide.
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Service
Details
Caretaking service
Provision of a caretaking service, including salary costs, equipment and supervision
Cleaners for communal areas
Pays for cleaning staff and cleaning materials
Communal lift maintenance and replacement
The cost of maintenance and replacement/renewal of lifts
Communal lighting and/ or heating
Pays for corridor lighting, external lighting to communal areas (does include heating where there is no separate gas charge).
Communal tea area electric goods
Maintenance and replacement of electrical goods in communal areas of schemes
Communal water
Water supplies to communal facilities, such as laundries, kitchens, caretaking and cleaning services, and toilets
Communal window cleaning
Contract cleaning of communal windows
Gas heating costs for communal areas
Where there is a communal boiler, paying for the heat in communal areas (this has been separated from the previous communal lighting and heating charge).
Grounds maintenance
Grass cutting and general maintenance of shared landscape areas
Legionella testing of communal water supplies
Making sure that communal water supplies are free from Legionella
Maintenance of lightning conductor
The cost of maintaining and replacing lightning conductors, which we have on buildings of a certain size
Office phone, emergency lift line or pay phone
Cost of phone lines into schemes and/or office phone and lift alarm telephone line or pay phone line where provided.
Office phone, emergency lift line or pay phone
Cost of phone lines into schemes and/or office phone and lift alarm telephone line or pay phone line where provided.
Periodic asbestos checks in communal areas
Older blocks of flats have asbestos within the building fabric. We must maintain an asbestos register to tell contractors where not to drill and we must also check for deterioration. When checking, we have to pay for laboratory testing and analysis of materials to check if it is asbestos.
Periodic communal electrical equipment checking
Checking electrical equipment used in communal areas (e.g. vacuum cleaners) or electrical items, such as lighting in communal areas.
Periodic fire safety checks/ work in communal areas
Fire risk assessments and associated remedial work (e.g. replacing smoke strips on doors or fitting extra detectors in communal areas). Maintaining communal fire fighting equipment, including alarms, smoke detectors and emergency lighting and conducting annual inspections of communal areas.
Personal service charges
Charges for personal services, including gas, electricity and water for personal use in your home.
Repairing and replacing communal CCTV
Maintenance and replacement/renewal of CCTV.
Repairing and replacing communal TV aerials
Maintenance and replacement/renewal of digital aerial will be charged whether or not tenant has a TV.
Repairing and replacing door entry system
Maintenance of door entry systems. This is pooled across all types of door entry system – same change for all system types.
Repairing and replacing warden alarm call equipment
Maintaining the warden call system and the cost of replacement/renewal of equipment. The cost of staffing the Carelink centre is covered in the Supporting People charge.
Replacement of communal flooring
Cost for replacing communal flooring.
Replacement of communal furniture
Communal area furniture fund. Pooled cost which allows furniture replacement/renewal and includes communal curtains.
Unblocking and maintaining rubbish chutes
Pooled costs of contractors used to unblock chutes.
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This summary has not detailed all service charges. If you have service charges listed on your letter which do not appear here and you want to know more about what the charge is for, please call 0300 100 0272 or email servicecharges@bpha.org.uk
Worried about paying? We offer free confidential money advice. Many people do not claim what they are entitled to and there are a number of benefits if you are in low paid work, so you may be able to get some help. Even if a particular charge cannot be recovered through benefits, there may be other benefits you are entitled to that will help boost your income. To ask about money advice, please call 0330 100 0272 or email rent&servicecharges@bpha.org.uk You can contact our Customer Services Team on 0330 100 0272 as follows: Monday to Friday 8.00am–6.00pm Saturdays 9.00am–1.00pm
Need help to understand this? For a large print, audio or Braille version, or for help in other languages please ring 0300 100 0272.
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4. Having your say Your rights......................................................................................25 Surveys............................................................................................25 Consultations.................................................................................25 Community groups......................................................................25 Community events........................................................................25 Employment support...................................................................26 Learning network training/learning.......................................26 Volunteering opportunities........................................................26 Want more information on any of the above?.....................26 Resident involvement...................................................................26 Customer feedback.....................................................................27
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Your rights We aim to give you a real say in the way the housing service is run, and we will continue to involve you and communicate with you to help us understand how we can improve. You have the right to be kept informed and to be consulted about matters affecting you, and this section of the handbook outlines how you can get involved and methods of contacting us to give your views. If you are interested in becoming involved, please contact us for more details.
Surveys We conduct a customer satisfaction survey at least once every three years. If you are asked to respond to the survey, please do so as the data we collect is extremely valuable in terms of developing and improving our services. Other surveys are carried out on an ongoing basis or when the need arises. These may be postal surveys, telephone surveys or face-to-face interviews. Most are carried out by bpha staff but sometimes we may ask another organisation to do a survey on our behalf.
Consultations We will routinely consult you about any changes we propose which are likely to affect you or your home. If the change affects only a few tenants then we might write to you individually. At times a public meeting will be called to explain proposals to a group of tenants and give you the chance to have your say. An example might be where we propose to improve a number of dwellings. You also have the right to contact us to comment directly on our plans. Where all tenants or a large group of tenants are affected, we may give information in the local press or in Progress, our quarterly newsletter for residents. In every case tenants are encouraged to give their views and we will always take comments and ideas into account.
Community groups Working with other residents where you live can be an effective way of improving your neighbourhood and promoting the interests of all people living in the area. If you are interested in setting up a community group, our Community officers can provide help and support to do so. We offer a support package that, subject to certain conditions, can provide financial support towards your group’s running costs and training opportunities to develop your skills. Call 0330 100 0272 or email communityofficer@bpha.org.uk to find out more.
Community events Keen to put on an event in your community but aren’t sure how to go about organising it? Our Community officers can offer guidance on how to do this and help with ideas on what might
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work best in your community. Call us on 0330 100 0272 or email communityofficer@bpha.org.uk for more information. We provide positive help and support to recognised tenants’ associations, including assistance with running costs.
Employment support If you live in a bpha property and want to improve your employment prospects, our qualified Employment Support Team are here to help you. Offering free, confidential and impartial careers advice and guidance our qualified Advisors will support you to meet your employment goals using a range of different methods; including producing a high quality CV; improving your interview & job searching skills; arranging your work experience for you and offering you advice about access to training and organising training locally. If you would like more information call 0330 100 0272 and ask for the employment advisors.
Learning network training/learning Our Learning Network provides a dedicated project co-ordinator who offers individual support and a wide variety of training and development opportunities to help people develop new skills and improve confidence/self esteem. Achieve Qualifications in computer skills, literacy and numeracy to help gain employment. To help build confidence by joining an art group or learn how to repair and recycle clothes. bpha organises courses for speakers of other languages to help understand English. We also run courses on decorating, basic DIY, budget management and cooking on a small budget. If you want more information call 03301000272 and ask for the Learning and Volunteer Co-ordinator.
Volunteering opportunities Volunteering provides an opportunity to make a real difference to people’s lives. We need volunteers to help older people learn computer skills or deliver games that improve their general fitness. If you enjoy gardening perhaps you would enjoy helping people who are unable to maintain their garden themselves? If you have some spare time and would like to help others, then come along and volunteer. Just call 0330 100 0272 and ask for the Learning and Volunteer Co-ordinator.
Want more information on any of the above? Please look on our website (www.bpha.org.uk) or call 0330 100 0272 and ask to speak to a Community officer or email communityofficer@bpha.org.uk
Resident involvement Our customers are at the heart of everything we do. We recognise that you are ideally placed
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to help us to improve services. It makes business sense to use your experience to ensure we can deliver an ever-improving service. It is also good customer practice and our main reason is to keep our customers happy: • To help us to improve the services we provide to you • To help you develop new skills through training and support • To improve quality of life for you and your neighbours • To meet new people and make friends. We have a variety of opportunities for our residents to influence service delivery ranging from spending a few minutes at home commenting on paperwork to taking part in scrutinising and holding to account the way we run bpha at the highest level. To see what opportunities suit you best, take a look at the bpha website (www.bpha.org.uk) where you will find lots of information and details on how to get involved.
Customer feedback COMPLIMENTS Good customer service is important to us. We’d like to hear if you’ve had really good service from a bpha staff member or contractor, or if you have a comment about a service. Your comments are most useful if you can say why you were impressed with the service. We may be able to use your experiences to show other staff the best way to do things.
COMPLAINTS AND APPEALS bpha is committed to giving a good service but we know that sometimes things can go wrong. If you are not happy with the service you receive, we would like you to tell us so we have the opportunity to put it right. If we find we were wrong, we will apologise and take immediate steps to correct the mistake. Please be assured that we will not treat you detrimentally because you have made a complaint. You can make an informal complaint by contacting us by phone or talking to a member of staff. However, we do not consider a routine request for a service, such as the initial request for a repair or the reporting of an incident of neighbour nuisance, as complaints. If you wish to make a formal complaint you can ask for our booklet which will tell you what to do and the timescales involved. It also tells you how to appeal a decision on a complaint. A different member of bpha’s staff will consider an appeal to make sure you are being treated fairly. All aspects of our work are governed by policies. These policies set out the rules and procedures our staff have to follow in their work. If your complaint is about one of our policies we will check that it has been correctly applied. You will not, however, be able to use the full formal complaint process if your complaint is purely that you don’t like the policy. We are unable to change policy instantly, but we will take your comments into account next time the policy is reviewed. If you are still unhappy after going through our complaints procedure, you can apply to the Independent Housing Ombudsman for an independent investigation. Contact details are in our booklet ‘Have your say’. Other options available to you are contacting your local councillor, MP, Citizens’ Advice Bureau or a solicitor. 27
5. Living in your home Moving in.......................................................................................29 Insurance........................................................................................29 Business use...................................................................................29 Illegal use.......................................................................................30 Nuisance.........................................................................................30 Harassment and domestic violence........................................30 Fire safety.......................................................................................31 Floors and carpets.......................................................................32 Ventilation......................................................................................32 Condensation................................................................................32 Damp-proof courses...................................................................32 Cold weather precautions.........................................................33 Pets...................................................................................................34 Gardens..........................................................................................34 Outside your home......................................................................35 Parking............................................................................................35 Garages.........................................................................................36 Shared facilities............................................................................36
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Moving in When the property is ready to let to you, we will make an appointment for you to meet your Housing officer to accept and sign the tenancy agreement. We will meet you at the property, unless another location is more appropriate. We will give you all the keys we have. We do not keep any spare keys for your home. The property will have been inspected and be in a good state of repair.
Insurance We will insure the structure of the property, but you will be responsible for insuring your personal contents. Fire, flood and other disasters place severe financial pressure on people who do not have adequate insurance. We can give you information on a contents insurance scheme. It may be cheaper than you think and should give you peace of mind. Please contact us for more details.
Business use You will always need to seek our written permission if you want to run a business from your home. We will not unreasonably withhold this permission, but we need to be satisfied that it will not cause a nuisance or annoyance to other residents, or break the law. A nuisance could occur if the business creates, for example: • Noise • Fumes • Dust • Parked vehicles • Deliveries • Visitors Some businesses may need planning permission so you will need to check with the local council if any permission is required from them. We will withdraw permission by giving you 48 hours’ written notice where we have evidence you have broken these requirements.
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Illegal use You must not use your home, garages, outbuildings or gardens for any illegal purposes. Remember that as the tenant you are responsible for not only your own conduct, but the behaviour of your family, your friends, anyone living with you (including children) and for your visitors when they visit you in your home or in the neighbourhood. If any breach of your tenancy occurs as a result of your behaviour, that of your family, friends, anyone living with you (including children) or visitors, action may be taken against you as the tenant.
Nuisance We will investigate allegations of persistent or serious nuisance, but will not become involved in minor disputes. If you suffer from noise from your neighbours, you should politely ask them to reduce the level. They may not be aware that their noise is causing annoyance to you. You should try to resolve the problem between yourselves before involving us. You can contact the local council’s environmental health department to seek advice on noise or other nuisance. In some circumstances, it may be appropriate to call the police: for example, a noisy party at night. If you suffer from a persistent or serious nuisance you should contact us. We will not take sides in any dispute. We will ask you to keep a record of all dates and times you are disturbed. We may suggest that the best way to resolve the dispute is for you and your neighbour to speak to a mediator. We will take further action if we are satisfied that a breach of tenancy exists and that we have sufficient evidence to support this. We may need to ask you to give evidence in court. Tenants who cause a serious nuisance may have their security of tenure reduced or be evicted. Remember, all tenants are responsible for their own behaviour, and that of their family, friends and visitors. You can take your own legal action against neighbours causing a nuisance. You should seek advice from a solicitor, the Citizens’ Advice Bureau or a housing advice centre.
Harassment and domestic violence We will not tolerate any form of harassment. This includes intimidation, abuse, violence, threats or obstruction to family, neighbours or local people and to our staff, contractors or agents while they are carrying out their work. We will not tolerate domestic violence. You have a duty to ensure that all members of your household or visitors (including children) do not commit any form of harassment or domestic violence. If you or your family is a victim of harassment you should contact your Housing officer immediately.
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If the harassment involves violence or threats of violence, or damage to property, or any other criminal act, you should also contact the police. We may take legal proceedings against any tenant found to be causing or allowing a breach of this clause of the tenancy agreement. Tenants who have harassed others may have their security of tenure reduced or be evicted. We will work closely with other agencies, including the police, to help victims and take action when appropriate. Even if you don’t want us to take any action or are undecided as to whether or not you want us to help, we would urge you to tell us about the situation. We want to know about what is happening on our housing schemes so that preventative action can be taken that will benefit the whole community.
Fire safety PREVENTING FIRE Do test your smoke alarms at least once a week and change their batteries when needed. Do clean the sensor at least once a year. Check the instruction leaflet for details. Do be careful with electrical equipment. Turn off or unplug items when not in use, especially at night. Do close kitchen and living room doors when you go to bed or when leaving the house. This helps stop fire spreading. Don’t plug too many electrical appliances into the same socket.
IN CASE OF FIRE If you discover a fire in your home that cannot be put out immediately or safely, see that everyone gets out of the home. Plan safe escape routes NOW in case the worst happens. Dial 999 and ask for the fire service. Make sure everyone in your family knows how to do this. When you have called the fire brigade you can try to put the fire out – but only if there is no danger to life. If you live in a flat check the noticeboard in the communal area for any specific advice or instructions on what you should do in the event of a fire.
IF YOU ARE TRAPPED BY FIRE • Try to get into a room where there is no fire – preferably one looking onto the street • Shut the door behind you • Put a blanket or rug at the bottom of the door to keep the smoke out • Shout for help from the window • Avoid needless injury – don’t jump out of the window unless you are forced to
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Floors and carpets In flats where you are laying carpet, we expect you to use the appropriate kind of acoustic underlay to prevent noise travelling to neighbouring flats and causing nuisance. Do not put carpet tacks or nail fixing rods directly into the floor tiles – you are likely to damage them and possibly the damp-proof membrane as well. You will have to pay for replacement or repair. Do not damage plastic tiles by putting hot objects on or close to them. Do not use soda, caustic materials or harsh scouring compounds on tiled floors.
LAMINATE FLOORING If your home is a house or bungalow, we will allow you to lay laminate or wooden flooring providing you only use the appropriate acoustic underlay to prevent noise travelling to neighbouring properties. If your home is a flat or maisonette, we will not permit you to lay laminate or wooden flooring unless there are exceptional circumstances, in which case you will need our prior written permission.
Ventilation Do not cover airbricks giving under-floor ventilation Do not cover wall airbricks or disconnect or block electrical ventilators Do not seal up unused fireplaces without leaving adequate ventilation
Condensation Do provide adequate ventilation when using tumble dryers, washing machines and when cooking Do keep your home reasonably warm all day and at night Do allow plenty of air to circulate within your home Do open night vents in windows to improve ventilation
Damp-proof courses The damp-proof course can be found by looking for a slightly wider course of mortar in the brickwork just above ground level. Keep the soil at least six inches below the damp-proof course or water could get past it to make your walls damp.
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Cold weather precautions Try to keep your home reasonably warm both during the day and at night. It can sometimes be cheaper to have a constant level of heating than switching the heating on and off. Do keep some constant background heating on if you go away for a short time during winter. If you do not take such action you may be liable for any damage caused to either your own or your neighbour’s property as a result. Do reduce draughts wherever you can while maintaining a flow of air through the home to prevent condensation. Do turn off the water stopcock if you go away for a long time, particularly during the winter. Make a point now of finding out where it is. Contact us if you cannot find it. Turn it on and off a few times during the year to make sure it works when needed. If you are planning to go away for a period of six weeks or more, please advise your Housing officer. If your pipes become frozen you should: • Turn off the water stopcock (often found beneath the sink) • Turn on all taps to the sink, basin and bath • Try to gently unfreeze the pipe by applying warmth from a hairdryer or with warm rags • If you have an open fire with a back boiler the fire should not be lit while the water is turned off • If you have a hot water cylinder with an immersion heater do not turn on the immersion whilst the water is turned off • Contact repairs on 0330 100 0272
BURSTS AND LEAKS • Do turn off your stopcock • If possible, drain the water system by turning on the sink taps • Do not touch any electrical equipment affected by the damp • Ring our Contact team We may be able to lend you special equipment to help you dry out your home so please contact us. Do not forget to contact your insurance company as soon as possible if you intend making a claim.
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Pets You will not be allowed to keep a cat or a dog if you live in a flat where access to the outside is via a shared passage, stairway or lift. Guide dogs are the only exception to this. In other instances you can only keep normal domestic pets as long as no nuisance or annoyance is caused to other residents. Your neighbours may not share your enjoyment of pets, so remember: • Don’t be unfair and leave your dog alone if it is likely to bark • Always keep your pets under control • It is your responsibility as the owner to clear up your dog’s mess • You should take the necessary action to ensure your pet remains within the boundary of your garden: for example, by providing adequate fencing If your pet is causing a nuisance or damage to the property, or is being ill-treated, we will require you to find a new home for your pet. You will also be liable for any damage caused to your property by your pet. If we have evidence that you are ill-treating your pet(s) or animals, we will require you to find it/them a new home. Where we find instances of pets or animals being neglected, abused or mistreated we reserve the right to alert the RSPCA.
Gardens You have a right to use the garden and grassed areas that are part of your home. You are required to maintain your front and back gardens. You must keep them tidy by clearing any rubbish, cutting any grass and ensuring that plants, shrubs and trees do not become overgrown. If your garden or gardens become messy and overgrown we may consider taking action. You must keep hedges and trees in and around your garden maintained to a reasonable height and condition. They must not obstruct any footpath or parking area. If you want to plant a tree anywhere on the land that is part of your home, you must get our permission in writing first. You will not be allowed to plant maple, beech, poplar, willow, elm, oak or chestnut trees, or fast-growing conifers such as Leyland Cypress and other Leylandii. If you have access to a communal garden we expect you to take your fair share of responsibility for maintaining it. bpha operates a lawn mower lending scheme to assist tenants to maintain their gardens. This service is free of charge and operates from April to October. If you would like to know more, please contact us.
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Outside your home Litter, graffiti and damaged areas look unsightly and give a poor impression of the area. If you see damage, graffiti, abandoned vehicles or misuse of the neighbourhood, please report it to your Housing services officer immediately. Remember, any repair can be reported to us free of charge by calling our Contact team on 0330 100 0272. To help keep the area looking nice: • Ensure you put your rubbish in the bin/bags provided and put them in the proper place for collection on the correct day • Dispose of glass or sharp objects in a careful way that avoids risk of injury to your collector • The local council can collect large items from outside your home although there may be a cost for this
Parking Poorly maintained and carelessly parked vehicles can spoil the appearance of the street or area. Careless parking across grass verges and footpaths can be dangerous and cause damage. You may park a car or small van that is used for your own domestic purposes: • At your home, if you have a parking space or have our written permission to use part of your garden as a parking space • In an authorised, marked parking space or garage • Your car/vehicle should be for domestic purposes only. If you use it for business purposes, you will need our prior written permission. Your vehicle must have a valid tax disc, any required test certificate and an insurance policy. If you want to park any other vehicle, for example a caravan, motor home, commercial vehicle, trailer or boat at your home or in an authorised, marked parking space, garage or communal area, you will need our prior written permission. We want to give as many tenants as possible the chance to park their cars off the road without spoiling the appearance of the area. If you want to park a vehicle in your garden it must be on a hard standing with a proper footpath crossing and a dropped kerb. You will need our written permission to do this work. You will also need to contact your local council for permission where the vehicle will be crossing a public footpath or grass verge and make an application for a dropped kerb or crossing. If you want further advice on this contact us. If you think a vehicle is abandoned and/or is a risk to safety you should contact us. If you need to dispose of a vehicle yourself, look in the Yellow Pages for details of local car breakers or contact your local council. If you need to carry out minor repairs, make sure that you do not cause damage to paths and roadways or cause a nuisance or annoyance to other residents.
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You should not carry out any extensive vehicle repairs or services anywhere at your home, garden, roadways, parking spaces or in the area. Any repairs should not cause nuisance or annoyance to neighbours, damage the Association’s property (e.g. with oil stains) nor do any environmental damage (e.g. allow solvent fumes or oil to escape, contaminate water courses, etc.)
PARKING PERMITS AND TICKETING In some areas where parking space is limited, residents are issued with parking permits. This makes it easier to detect unauthorised parking and take action against the offenders. This action may include fixed penalty tickets being issued. Signs are displayed where ticketing is in operation. If you do not display a valid bpha permit clearly in the windscreen you may be ticketed and will have to pay a releasing fee to the contractor used by us. Check for signs on display. Permits for the council’s ‘controlled parking scheme’ are not valid in our parking areas.
Garages We own a number of garages to rent in Bedford and surrounding villages. In some areas the demand is high and we may not be able to assist. Please contact us if you want more information.
Shared facilities If you live in a flat you may share the hall and stairs with other residents. Cigarette ends, litter and rubbish will give a poor impression of the block. You must play your part in keeping the shared areas clean and tidy. Please: • Use refuse collection and clothes drying facilities for their proper purpose. • Leave bins and refuse chutes tidy. • Don’t try to force large items of rubbish or furniture into the chutes. • Dry clothes within your flat or in the drying areas. Drying them on the balcony can make your home and the surrounding area look untidy. • Where you share hallways and stairs with other residents, you must not store any items such as bikes and prams in these areas as they are a health and safety risk and break fire regulations. We will ask you to remove it and if you do not, we will remove the item and dispose of it. • You, your family or visitors must not throw anything from any landing, balcony or window.
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6. Repairs and improvements Repairs to your home.................................................................39 Our responsibilities......................................................................39 What you should repair yourself.............................................40 Repairs to new homes................................................................41 If your property is damaged.....................................................41 Your right to repair......................................................................41 Windows........................................................................................42 If you have to move out..............................................................42 Disturbance and home loss payments...................................42 Compensation..............................................................................42 Alterations and improvements..................................................43 Compensation..............................................................................43 What counts as an alteration?.................................................43 Redecorating.................................................................................44 Redecoration allowances..........................................................44 Adaptations and equipment....................................................44 Our contractors – your safety..................................................44 Getting involved............................................................................45
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Repairs to your home HOW TO REPORT A REPAIR You can report a repair 24 hours per day, 7 days a week, every day of the year. We have a local rate telephone number for all repair enquiries: 0330 100 0272. In addition, you can report a repair online by visiting our website www.bpha.org.uk or by calling into our reception at Pilgrims House, Horne Lane, Bedford, MK40 1NY. This section of the handbook provides more details about how to report repairs and what sort of repairs we will do and which ones you are responsible for.
Our responsibilities Most repairs to the structure of the home and essential services are our responsibility.
WHAT WE WILL REPAIR • Damage or wear and tear in communal areas including replacement of light bulbs • The structure of your home, such as missing/damaged roof tiles, guttering and pipes, faulty electrics, wear and tear on kitchen and bathroom fittings (with exceptions, see section on what you should repair) • Essential services, such as central heating and plumbing Repairs to gas heating and hot water systems are dealt with by our gas servicing contractors, TSG. They can be contacted on 0800 111 4044 You have a responsibility to tell us if repairs need to be carried out. If it’s a job for us, we will tell you the timescale for fixing it and make arrangements with you for a convenient time to call.
TYPES OF REPAIR AND SERVICE STANDARDS Emergency
e.g. gas leak, water coming through ceiling
we will visit within 4 hours
Urgent
e.g. minor roof leak, partial loss of heating
we will visit within 7 days
Routine
e.g. leaking gutter, damaged kitchen unit
we will visit within 28 days
Although we try to put things right straight away, we may not be able to complete repairs on the first visit if specialist parts are needed. Sometimes it may be necessary for us to carry out an inspection to establish what works are required prior to sending out a contractor. If this is the case, one of our Maintenance Surveyors will make an appointment to come and visit your home.
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What you should repair yourself • Clearing Blocked sink/bath/basin wastes • Clearing blocked toilets • Minor fixtures and fittings, e.g. curtain rails, coat hooks • Replacing light bulbs, fluorescent tubes and starters • Replacing electrical fuses • Replacing/re-fixing toilet seats (with the exception of sheltered and extra care schemes) • Minor repairs. e.g. tightening loose screws • Internal decoration • Minor repairs to walls, e.g. filling small holes and cracks and redecorating after repairs • Replacement of floor covering • Replacing/repairing any items you have not properly looked after or which your family or visitors have damaged. This includes anything damaged by neglect or abuse (e.g. worktops, doors, windows, floor tiles etc) • Repairs after alterations, improvements or other work you have carried out or organised • Repairing or replacing internal door handles, locks, latches and all broken glass, including double glazed units and window handles • Lost keys (including changing locks, replacing keys, providing new fobs and any additional keys or locks required) • Testing and replacement of batteries for smoke alarms • Replacing plugs (and/or chains) for sinks, baths and washbasins • Keeping your garden neat and tidy including shrubs and trees • Setting your heating controls • Re-lighting pilot lights • Easing/adjusting internal doors when you have installed flooring/carpets • Connection of any appliances (washing machine, tumble dryer, cooker etc, including bayonet fitting to gas cooker) • Repairing leaks/replacing washers on water supply and connection to tenant’s own washing machines/dishwashers and any other plumbing not supplied by the association • Bleeding/venting radiators • Replacement of tap washers • The cleaning of smoke detector sensors • Repair and/or replacement of party fences and gates, i.e. those separating one property from another • Ensuring any gas appliance of your own is serviced annually by a CORGI registered engineer
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• Replacement and repair of external security lights • Repair or replacement of rotary driers and garden sheds (excluding those in communal areas) This list may change from time to time. Please call our Contact team on 0330 100 0272, visit reception or check our website www.bpha.org.uk if you would like more details. If you live in sheltered accommodation, a higher level of support is offered; please speak to your warden or Housing services officer for more information. The following are often reported as repairs but they are actually your responsibility: • Care of trees • Garden maintenance • Testing smoke alarms and replacing batteries If you’re not sure, give our Contact team a call for advice on 0330 100 0272.
Repairs to new homes If your home is a new property, defects should be dealt with by the builder for the first twelve months after the property was handed over to bpha (which may not be the same date as it was handed over to you). Their contact details should be in your handover pack, but if not, please call us on 0330 100 0272.
If your property is damaged Tell us as soon as possible if your home is damaged by fire, frost, flood or other incident. We will help you as much as possible. However, it is essential that you insure your personal belongings as bpha is not responsible for replacing these. If you would like details of how you can get contents insurance through bpha, please contact us.
Your right to repair We have worked with a number of our residents to design the repairs service that we deliver to you. Our policy is to make arrangements for repairs for which we are responsible. If you do not report a repair to us but do the work yourself or employ somebody to do it, you will normally not be entitled to have your costs paid back by us. However, in some cases you have the right to arrange to carry out the repair yourself. This may apply if we have failed to carry out our repair responsibility or the repair is not to an acceptable standard. We hope you do not need to use this right as our policy is to ensure that all repairs are carried out to a good standard within the period stated. If you want information about your right to repair you should call our Contact team. Please do contact us before making your own arrangements.
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Windows We will replace windows on a planned basis. Details of our windows replacement programme can be obtained from our repairs team. We will not repair broken or cracked windows as part of our normal services. You will have to pay if they were damanged accidentally or deliberately. Home contents insurance policies are available to cover replacement glass. The scheme that bpha promotes offers replacement glass cover.
If you have to move out MOVING BECAUSE OF REPAIRS, DEMOLITION OR IMPROVEMENTS If we need possession of your home in connection with any improvement or demolition programme, alternative accommodation will be provided and any disturbance payment and, if applicable, home loss payment will be made to you. If you need to move to allow works to be carried out on your home, you will be fully consulted by your housing team.
Disturbance and home loss payments If you have to move and are not given the opportunity to move back, you may be entitled to a statutory home loss payment. If you have lived in your home for a year or more a home loss payment compensates you for losing it. Disturbance payments are made towards the cost of moving and the cost of replacing any items, such as curtains, that you cannot use in your new home. The amount of any disturbance payment is based on the actual value of items in their existing condition (taking account of fair wear and tear) and subject to a maximum set by the Association. If you are affected you will be advised at the time when disturbance and home loss payments are payable and how to claim. All claims must be made in writing and within three months of the move.
Compensation If you feel we should compensate you for a loss, for example if something in your home is damaged or broken because of a house defect or during repair work, you should let us know immediately. You might also decide to seek independent advice. If it is an insurance matter it may be necessary for someone to call and see the damage in order to make an insurance report. At some stage you will be asked to make a written application stating why you are making a claim, the damage caused and the costs involved.
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Improvements to your home Alterations and improvements We are flexible in allowing you to make alterations to your home but you will need written permission from us before you start any work. Failure to obtain written permission could mean we have to reinstate the alteration and charge you our costs. We may set conditions before we give you permission for an alteration. The conditions will ensure that works are carried out safely and to a good standard. For example, structural work will often require building regulation approvals and sometimes planning permission. Failure to comply with our conditions may involve a recharge to you if we have to employ a contractor to make good the work. If in doubt, check with us first. Some examples of where permission is required are: • Internal decoration of anything formerly undecorated or using a textured coating for any walls, such as Artex • External decorations • Laminate flooring • Television aerials • Greenhouses or sheds • Tree planting • Extensions (which may also need planning permission from the local council) Any improvements you make to your home will not affect the rent charged.
Compensation You have the right to be compensated if you end your tenancy and move out within a specified time of paying for a qualifying improvement. It is important that you apply to us BEFORE you obtain estimates for the improvement work. We can tell you if the improvement work qualifies for compensation, how to proceed and what level of compensation you may get when you leave. This will depend on the original approved cost and its current age. Remember that any improvements have to be approved by us beforehand.
What counts as an alteration? The fitting of a satellite dish counts as an alteration. Contact us for permission before you fit the satellite dish. If you already have a way of getting satellite TV channels this will normally be regarded as a reasonable ground for refusing permission for a dish. Contact us for permission if you want to install a shed or other outbuilding such as a greenhouse. There is usually no difficulty in agreeing to this type of improvement, but we would require that it is properly built, not too big, and sited in a position that will not cause annoyance to other residents.
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Redecorating We will redecorate the outside of the property as part of our external maintenance and painting programme. This programme is designed to ensure that all dwellings are redecorated externally at least once every seven years as applicable. If you think you have been missed please let us know.
Redecoration allowances We may pay a redecoration allowance if we carry out work in your home and leave some areas for you to redecorate. If the work needed is extensive, the allowance can be paid in stages as work progresses. Contact us to make the necessary arrangements. Similarly, new residents will sometimes be given an allowance towards the cost of redecorating. Work must normally be finished within twelve months of accepting the tenancy to qualify.
Adaptations and equipment As well as providing accommodation specifically designed for the disabled, elderly or frail we may be able to offer other help including grab-rails, ramps, bathroom alterations and stair lifts to assist with your mobility. We recognise that whilst there may be more suitable accommodation available, not everyone will want to move home because there is a member of the family with a disability. If you think someone in your home could benefit from an adaptation or special equipment, please contact us. We can carry out minor works within reasonably short timescales. For major works such as level access showers, you will need to contact the Local Authority’s Occupational Health team who will assess your eligibility and what adaptations would benefit you the most. This assessment service is free for everyone but you may have to pay for or contribute towards the cost of adaptations. More detailed advice is available from your local council or our Aids and Adaptations team.
Our contractors – your safety All bpha repairs staff and contractors carry identification. We can also offer password security for peace of mind – you agree a password in advance with us and the contractor will give it on arrival to verify who they are. Do not let people into your home without checking their identification and call repairs on 0330 100 0272 to check.
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HELPING US TO HELP YOU: Our contact number 0330 100 0272 can be busy in the mornings, especially on Mondays: it will help if you avoid calling at this time if your call is not an emergency. Use the repairs illustrations in this handbook to help identify the problem when you call. Keep agreed appointments. If you have any special requirements that you would like our staff or contractors to take into consideration when visiting your home, please tell us when you report your repair. Be aware of our contractors’ health and safety by keeping dogs and other pets out of the way during visits, respecting the need to wear safety footwear and other safety equipment at all times – even when inside your home – and not smoking in rooms where work is being carried out.
Getting involved We are committed to continually improving the repairs and maintenance service that we provide. We already have tenant volunteers who inspect our empty properties before they are re-let, monitor our grounds maintenance service and carry out customer satisfaction surveys on our behalf. If you would be interested in helping us to improve the service that we provide, we would love to hear from you. Please contact us for advice on how to get involved.
REPAIRS ILLUSTRATIONS The following illustrations are designed to help you identify repairs around the home. In each case, call bpha on 0330 100 0272.
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Roofs
1
2 3
4
7
5
6
1. Concrete edge under the tile is damaged 2. Chimney pot is loose 3. Tile is missing or damaged • Slate is missing or damaged • Tile or slate is loose
4. Ridge tile is loose or missing • Hip tile is loose or missing • Ridge tile needs repointing • Hip tile needs repointing 5. Hanging tiles are missing or damaged 6. Serious roof leak 7. Flashing needs repairing
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Guttering
1
2
4 5
3
1. Gutter blocked – PVC and Material • Front • Side • Rear • Front and rear • Front and side • Rear and side • Front, rear and side
2. Gutter blocked – finlock concrete • Front • Side • Rear • Front and rear • Front and side • Rear and side • Front, rear and side
3. Hopperhead is blocked 4. Lead gutter joint is leaking 5. Gutter joint is leaking
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Drainage
1 2
3 4
6
8
7
1. 2. 3. 4.
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Soil pipe is leaking Downpipe is blocked Downpipe is loose Downpipe is broken
5
5. 6. 7. 8.
Gulley is blocked Inspection chamber cover is broken Drain is blocked Blocked stack
Floors, walls, ceilings and stairs 2
3
1
4
5
7
6
1. 2. 3. 4.
Small holes in the plaster Cracks in the plaster Damaged area of plaster New floor tiles are needed
5. Banister or handrail is loose 6. Floorboards are loose 7. New plaster vent is needed
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Doors (timber and metal) 1 2
9 3
8
10 7 4
5
Fire door? Broken door panel
Broken door panel
6
11
Fire door? Broken door panel
1. 2. 3. 4. 5. 6.
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Door needs rehanging Door won’t open or close properly Letter plate is broken Weatherboard is rotten or missing Timber threshold is broken Metal threshold is broken
7. Architrave is broken 8. Water penetrating around the door 9. Stop bead is broken 10. Door panel is broken 11. Hinges on the fire door need replacing
Fire door?
Doors (locks and fittings) 3
1
4
2
5
6
7
12 8
10
9
1. 2. 3. 4. 5. 6. 7.
Overhead closer is broken Door spring is broken Lock (five-lever) needs replacing Lock needs repairing Door furniture is broken or missing Security bolt needs repairing Door furniture is broken or missing
11
13
8. Lock needs repairing 9. Lock needs renewing (except five-lever) 10. Lock needs repairing 11. Lock needs renewing (except five-lever) 12. Lock needs repairing 13. Lock needs renewing (except five-lever)
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Controlled entry and locks
3
1
2
4 5
1. Repair the Yale lock to a shared door 2. Repair controlled entry to a shared door • Locks and keys • Locks and Keys
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3. Repair controlled entry to a shared door • Entry system • Entry system
4. Repair controlled entry to a shared door • Repair door • Repair door 5. Repair the multilock to shared door
Doors (glazing)
1
Reglaze broken door glass
2
1. Reglaze laminated obscure • Obscure glass broken 2. Reglaze Georgian wired – to be used in communal doors and fire screens ONLY • Georgian wired
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Windows (timber and metal)
1
2
3
4
5
6
7
1. Timber window will not open or close properly 2. Metal sash will not open or close properly 3. Sash needs rehanging 4. Handle is broken on the metal window or casement
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5. Water penetrating around the frame (gun applied) 6. Water penetrating around the frame – red type 7. Handle is broken on the timber window or casement
Windows (PVCu)
1 2
6
3
7 8
4
5
9 10
1. 2. 3. 4. 5. 6.
Repair a PVCu window frame New keys needed to a PVCu sash lock Repair the window furniture to a PVCu sash Water penetrating around PVCu window Resecure the window sash Tilt-and turn-hinge is not working properly to the PVCu sash
7. Restrictor is broken to the PVCu sash 8. Restrictor hinge is broken to the PVCu sash 9. Water penetrating around the PVCu window sash 10. Beading is broken or missing
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Windows (glazing)
1
2
3
Reglaze broken window glass 1. Reglaze clear 2. Reglaze obscure 3. Reglaze georgian wired – to be used in communal doors and fire screens ONLY
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Electrics (power)
3 1
2
4
6
5
1. 2. 3. 4. 5. 6. 7.
Cooker switch needs repairing Cooker switch needs renewing Fan not working Single socket broken Power point needs repairing Faulty socket Double socket broken
7
HAVE YOU CHECKED YOUR FUSE BOARD? Checking MCB’s
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Electrics (lighting) 1
3
4
5
8
9
10
2
6
11
7
1. 2. 3. 4. 5. 6. 7. 8.
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Light needs repairing Pendant needs renewing Batten holder needs renewing Fluorescent needs repairing Bulkhead light needs repairing Pull switch broken Cord broken New lamp needed for the flood light
9. Single switch needs renewing 10. Double switch needs renewing 11. Faulty switch HAVE YOU CHECKED YOUR FUSE BOARD? Checking MCB’s
Thermostats
1
1. Repair the thermostat to the storage heater • Repair the thermostat to the underfloor heater • Repair the thermostat to warm air heating
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Electric (hot water)
1
2
1. Immersion is too hot or cold • Jacket needs refixing • Jacket needs renewing • Total loss of hot water between November 1 and 30 April • Total loss of hot water between May 1 and 31 October
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2. Water around the base of the cylinder
Gas (fires)
1
2
1. GAS FIRE OR GAS-FIRE BACK BOILER • Repair the control knob • Gas fire will not light • Gas fire has yellow flames • Gas fire has black soot • Gas fire is loose on the wall
• Repair water leak to the central-heating boiler • Loss of some heat • No heat or hot water • No hot water
2. GAS FIRE (IF IT’S THE ONLY SOURCE OF HEAT) • Repair the control knob • Gas fire will not light • Gas fire has yellow flames • Gas fire has black soot • Gas fire is loose on the wall
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Gas (heating) 1
3
2
1. GAS WALL HEATER • Repair the control knob • Pilot light is out • Gas wall heater will not light • Gas wall heater is loose on the wall
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2. GAS CENTRAL HEATING • Pilot light is out • Heater will not light • Faulty thermostat
3. RADIATOR • Leaking radiator • Radiator is not working • Radiator is loose on the wall
Water services
5
6
1 2 3
7
4
I’ve used strokes on this pic, so I put the ‘scale strokes and effects’ back on so that it can be resized. Obviously, this means the outer black line will be rescaled too, so should be put back to 5pt stroke after scalIf that 1. Dirty hot-watering. system needsmakes draining sense? 5. Tank is overflowing 2. Dirty hot-water system needs refilling 3. Total loss of cold water 4. Stop tap needs repairing
6. Outside waste pipe is broken 7. Little or no water from the pipes
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Tap repairs
3
1
3 2
1. NO WATER • Little or no water from pipes
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2. TAP CONNECTOR LEAKING • Hot tap • Cold tap • Hot and cold tap
3. TAP SEIZED, WILL NOT TURN • Hot tap • Cold tap • Hot and cold
4. TAP DRIPPING • Hot tap • Cold tap • Hot and cold tap
Baths
3 2
4
1
5 6
1. 2. 3. 4.
Bath panel is broken Ceramic tiles are cracked or missing Quadrant tiles are cracked or missing Silicone sealant needs renewing
TAP REPAIRS 5. Trap or waste is leaking 6. Bath is blocked in a single property
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Sinks and basins
8
9
Tap Repairs Tap Repairs 2 6
3
7
10
11
12
4 5
1
1. Stop tap needs repairing 2. Water is seeping between the basin and the wall 3. Basin is blocked 4. Trap or waste is leaking 5. Outside waste pipe is broken 6. Wall tiles are cracked or missing 7. Basin is loose
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8. Water is seeping between the sink and the wall 9. Wall tiles are cracked or missing 10. Sink is blocked 11. Outside waste pipe is broken 12. Trap or waste is leaking
Showers
6
7
1
8 3
11
2 9 4 10 5
1. 2. 3. 4. 5. 6.
Ceramic tiles are cracked or missing Silicone sealant needs renewing Shower seat is loose Waste is blocked Pump is not working Electric shower needs repairing
7. New shower curtain and rail needed 8. Grab rail is loose 9. Shower screen needs repairing 10. Water leak around the door 11. Mixer shower taps need repairing
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Toilets
1
4 5
2 3
6
8 9 10 7 11
1. 2. 3. 4. 5. 6.
Cistern is overflowing Handle or chain is broken Toilet will not flush at all Toilet cistern will not flush Seat is loose Seat is broken
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7. Pedestal is loose 8. Flush pipe joint is leaking 9. Small pipe at the back of the pan is leaking 10. Large pipe at the back of the pan is leaking 11. Pan is blocked
Kitchen units
5 6
1 2 3
4
1. 2. 3. 4.
Wooden drawer needs repairing Plastic drawer needs repairing Plastic drawer and front need repairing Door won’t open or close properly
7
5. Silicone sealant needs renewing 6. Wall tiles are broken or missing 7. Worktop support leg is broken
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Outside the property 1 3
2 4
7
5 8
6
1. 2. 3. 4.
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Timber gate needs repairing Gate post needs renewing Metal gate needs repairing Path is cracked
5. 6. 7. 8.
Paving is uneven or broken Clothes post is broken Stone on top of the wall is loose External concrete step is loose
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7. Moving on What to do if you want to end your tenancy.......................73 What you must do when you leave........................................73 Outstanding debts.......................................................................74 How we can end your tenancy................................................74 If you want to move to a more suitable home......................75 If you want to move to another area......................................75 If you want to sell your home....................................................76 What happens when relationships end?..............................76 What happens when a tenant dies?......................................76 Shared ownership homes..........................................................76
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What to do if you want to end your tenancy You must give us notice in writing before moving out as set out in your tenancy agreement. You are responsible for paying rent until the notice period ends and you give us vacant possession of the property by handing over the keys. The keys must be returned to us on or before the date your notice expires. If you have not returned the keys on expiry of the notice period, you will be charged use and occupation charges until you hand them in. If you move out without telling us you will be charged rent for the notice period required to end your tenancy, from the time it is discovered you have moved out or until we have gained access to the property. Where a tenant is in hospital and they or a relative are unsure what to do about giving up the tenancy, contact us and we can advise you.
What you must do when you leave When you move out of your home you must ensure that you: • Give us “vacant possession”. This means you must not allow anyone to stay in your home after you move out. • Remove all your furniture and personal belongings, including carpets and laminate floors. • Do not leave behind things you don’t want. You will be able to dispose of unwanted household items at less cost than we are able to. We will re-charge disposal costs. • Clear rubbish from both the inside and outside, including the garden, garages and other outbuildings. • Leave your home clean and tidy. • Arrange with the local council to collect any large items of furniture you do not want. • Don’t damage the property or decorations when moving out, particularly when removing screws, pictures, carpets, etc. • Leave fixtures and fittings such as gas fires and kitchen cupboards that are the association’s property. • Don’t leave live wires or open gas pipes. Always use an expert or consult us before removing any of your own gas or fixed electrical appliances. You may be liable if there is an accident. • Leave a forwarding address. • Tell the gas, electricity, water and satellite/cable companies you are moving – or you might have to pay the bills of the tenant moving in after you. • Arrange with the gas, electricity and water companies for supplies to your new home . • Inform your telephone company if you want to be disconnected or connected . • If applicable, tell your council so it can assess your new council tax benefit and housing benefit. • Advise other people of the move – schools, your doctor, your employer, etc.
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REMEMBER: We are not able to store any of your possessions after you leave. We will clear and dispose of any personal property you leave behind. We will recharge you the cost of this work. If any work is required that is your responsibility, including rubbish clearance, we will recharge you the cost of employing a contractor. Returning the keys A minimum of two keys for each lock, including garages, sheds and any out-buildings, must be returned to us directly by midday on or before the day your notice to quit ends. You should not give the keys to anyone else to hand in on your behalf. As the tenant it is your responsibility to ensure we receive the keys. When we receive the keys we will give you a receipt. Remember, you will continue to be charged rent until we have the keys and “vacant possession�.
Outstanding debts We will charge you any reasonable amount for repairs that are your responsibility or for replacing any missing fixtures that belong to us, but you have removed. If you have outstanding rent arrears when your tenancy ends, realistic payment agreements will be agreed with the Former Rent Arrears officer. If you are transferred from one of our properties to another, ensure the arrears are cleared before the tenancy ends. If you leave to become the tenant of another one of our properties, we may use any future payments due to you to pay outstanding debts on the former tenancy. Similarly, if we owe you any money in respect of an earlier tenancy this may be credited to your new rent account or paid directly to you.
How we can end your tenancy SECURITY OF TENURE bpha will be unable to end the tenancy without permission of the courts.
SERVING A NOTICE Where you have broken one or more of the terms of your tenancy agreement we may ask the court to end your tenancy. This could happen for any number of reasons that are defined by the Housing Act 1988 as amended by the Housing Act 1996, for example where rent due has not been paid. Depending upon the type of tenancy you have, bpha can ask the court for a possession order without attending a hearing in court; however, we will always discuss with you before taking action.
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We will usually give you notice of our intention to start legal proceedings. However, in some cases of nuisance, court action may be commenced immediately after service of the notice. If we do give you notice, this will be in writing and will be regarded as served if handed to you directly, left at your home or posted to you by first class post.
COURT PROCEEDINGS Under no circumstances will you be required to move out of your home at the end of our notice period – we must first obtain a court order to take back possession of your home. You will be told by the court when the hearing is to take place and you are able to attend to put your side to the court.
If you want to move to a more suitable home We operate a choice-based letting system if you need to move to a more suitable property. However, there is a lot of demand for transfers and normally you will only be considered if you have been in the property more than a year and don’t owe rent or have any breaches of tenancy. Transfers are made on the basis of need and take into account such things as overcrowding, medical reasons and living in a house that is too large for you. As demand for accommodation exceeds supply, even those eligible for a transfer who we are able to assist will often have a long wait. Where demands are specific with regard to type of property and area it can be particularly difficult. If you want a transfer you must first complete a form available from our Pilgrims House reception or by contacting us by phone. If you live in an area other than Bedford you will need to contact your local authority to enquire about the housing options available to you. If you live in a home that is larger than you need, there is a strong possibility that we will be able to find somewhere smaller for you. Please contact us for information. There may be other options available to you rather than transferring, such as exchanging or possibly buying. Please contact us to discuss the best choice for you.
If you want to move to another area Many councils and housing associations will allow you to join their waiting lists, even if you do not currently live in their area. However, the Homeswapper scheme may help you to move to another area more easily. Please contact us for more information.
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If you want to sell your home If you have bought your home from us using your preseved right-to-buy, you can sell it at any time at whatever price you can get on the open market. If you sell within the first five years you will have to repay part of the discount that you were allowed and part of any profit you make. Before you go ahead and market your property you should first give us the opportunity to buy it back from you (unless you purchased it more than 10 years ago).
What happens when relationships end? If children are involved, we would normally want the tenancy to be granted to the partner given custody of the children. We will listen objectively to both sides and will not act before giving the family courts the chance to decide who gets the tenancy. However, in the case of domestic violence we will take action to evict the perpetrator. We strongly recommend that our customers obtain independent legal advice.
What happens when a tenant dies? We aim to minimise worry at what is a very sad and difficult time and ask that you call us to discuss what happens next and what options are available to you.
Shared ownership homes From time to time we build new homes for shared ownership that are available to existing tenants. In this way you can purchase a share (typically 25% or 50%) of a property and pay rent for the share that you do not own. Should your financial situation improve you may wish to purchase further shares in the property (known as ‘staircasing’). You may have the option to purchase the remaining shares in the property so you own it outright; however, some properties are restricted to the amount of shares you can own. For more details about shared ownership please contact us.
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8. Specialist housing Retirement housing......................................................................79 Extra care retirement housing...................................................79 Benefits and facilities..................................................................79 Sheltered retirement housing....................................................80 Carelink...........................................................................................81 Supported living...........................................................................81
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Housing options Retirement housing bpha offers a range of retirement housing, incorporating sheltered housing and extra care housing. A team of bpha wardens and scheme assistants manage the schemes to ensure the safety and wellbeing of residents on a day-to-day basis. Our aim is to ensure that our residents live full and independent lives. Retirement housing is available to anyone over the age of 60 and anyone with a care need can enter our extra care schemes.
Extra care retirement housing Extra care housing is designed for frail older people, and there are varying levels of care and support available on site. People who live in extra care housing have their own self-contained homes and their own front doors. We have various schemes that offer older people an opportunity to rent or purchase a home under the shared ownership scheme. Find out more about our new extra care housing developments that are available for purchase.
Benefits and facilities bpha has a variety of extra care homes that offer a number of facilities, including: • Communal facilities such as laundry, social rooms and guest rooms • Social and group activities • Hairdressing salons • Lunch clubs • Communal dining room • Security features like door entry systems and alarms • Support of a Warden or Scheme Manager service • 24-hour emergency assistance through Carelink • Communal gardens • Coffee mornings • Computer rooms The social environment that extra care homes can offer is proven to assist with the general health and wellbeing of older people. This makes it a popular choice because it can sometimes provide an alternative to a care home.
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Sheltered retirement housing Sheltered housing is rented accommodation specially designed for older people. bpha’s sheltered housing provides independent living for people over the age of 60 and most lead full and active lives. Different people choose sheltered housing for different reasons, including: • peace of mind about security • the desire to live in a safe environment with support networks close by if they are needed • the friendships and companionship that close neighbours can offer • it provides an easy way to get involved in activities with people of a similar age • it can provide accommodation to meet mobility needs, such as step free access or walk in showers • the desire to downsize from larger accommodation that has become too expensive or difficult to maintain
BENEFITS AND FACILITIES • bpha’s sheltered housing schemes offer: • Self-contained flats or bungalows with own bathrooms and kitchens • Communal facilities such as laundry, social rooms and guest rooms • Social and group activities • Security features like door entry systems and alarms • Support of a Warden or Scheme Manager service • 24-hour emergency assistance through Carelink • Communal gardens Wardens will help Resident settle in, contact them daily and provide assistance and advice with areas such as filling in forms, benefits advice, and local information about shops and GP surgeries. Wardens also liaise with family members and other support agencies to ensure Resident get the help they need and co-ordinate other care services if required. Sheltered housing officers or wardens do not provide personal care to Resident in the same way that other support agencies might, e.g. social services.
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Carelink Carelink provides users with a direct link to help at the push of a button. The button can be worn as a pendant or on your wrist like a watch. It works through a special link attached to your phone, which connects to bpha’s Carelink Control Centre when the button is pushed. When you press the button, a trained operator at the Carelink Control Centre answers and you can speak directly to them. They can then contact your friends, family, a doctor or ambulance if you need help. If you press the button but cannot speak, they can then start to trace the call to find you and help you as quickly as possible. If you don’t have a family member or a friend who can come to help you, you can always register to make use of the Mobile Warden Service, who can come and help you in an emergency. If you would like more information about the service that Carelink can offer, please contact us.
Supported living In addition to our general needs properties, bpha also provides specialist housing across Bedfordshire, Central Bedfordshire, Cambridgeshire, Buckinghamshire and Northamptonshire. The specialist housing bpha offers facilitates independent living for vulnerable adults who may otherwise be unable to live outside of a family home or care home setting. The support offered across our specialist housing varies and is provided through different partner agencies. If you would like further information, please contact us and ask for the Specialist Housing Team.
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Talk to us: Tel: 0330 100 0272 Fax: 01234 221229 info@bpha.org.uk
www. bpha.org.uk www.facebook.com/bpha.uk follow us on twitter @tweet_bpha
Visit us: bpha Limited Customer Service Centre Pilgrims House Horne Lane Bedford MK40 1NY
For a large print, audio or Braille version, or for help in other languages, please ring 0330 100 0272
Opening hours: Mon-Thurs 9am-5pm, Fri 9am-4.30pm Write to us: bpha Limited Head Office Bedford Heights Manton Lane Bedford MK41 7BJ
bpha Limited is registered as a charitable Industrial and Provident Society (26751R) and also as a social landlord with the Homes and Communities Agency (LH 3887).