Traveller Accommodation Unit
tenants handbook
FOR RENTS & REPAIRS
Introduction Dublin City Council (DCC) is responsible for the provision of Traveller Specific Accommodation in the Dublin City Administrative Area. This amounts to over 200 houses and bays. Additional facilities such as playgrounds are also provided by DCC, along with green areas and community halls. As our tenant we want you to have the best housing service that we can provide. Our aim is to provide this service efficiently and effectively. We want you, your family, and your neighbours to enjoy your homes in a safe and comfortable environment. This booklet aims to cater for all our tenants in relation to the payment of rent and the reporting of maintenance and repairs. We hope you find this booklet useful and would welcome any feedback you might have.
Kieran Cunningham Traveller Accommodation Unit September 2012
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Contents Introduction
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1. Payment of Rents
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2. Rent Cards
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3. Problems with your Rent
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4. Maintenance and Repairs
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5. Procedure for Repairs
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6. Types of Repairs
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7. Frequently Asked Questions
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8. Useful Contacts
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1. Payment of Rents As a tenant of Dublin City Council (DCC) you will have signed a Tenancy Agreement. As part of this Agreement, you have agreed to pay weekly rent (charge) on your house/bay. A differential rent scheme applies to all tenancies and rent is calculated based on the total income of the household. It is your responsibility to pay your rent and any other charges when they are due. It is imperative that you inform Dublin City Council of any changes to your income immediately as this impacts on how much rent you are charged. Weekly rent can be paid in the following ways: ➤➤ Rent Cards – All tenants have been issued with rent cards and these cards can be used to pay rent using the following methods: 1. Post Office: Tenants can use their rent card in the Post Office to pay rent. The card is swiped and cash payment can be made.
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2. Dublin City Council Head Office: Show your rent card and rent payments can be made in our Cash Office located in the main Civic Offices, Wood Quay, Dublin 8.
3. Shops: Find a shop that displays the ‘Paypoint’ & ‘Payzone’ symbols and use your rent card to pay rent.
➤➤ Household Budget Scheme (HBS) – Tenants can set up a HB account where rent is automatically deducted from their Social Welfare payments every week. All persons with permission to reside can avail of this service. 8
➤➤ Direct Debit: All tenants who have a Current Account in a Bank can have a Direct Debit set up and rent is deducted automatically every week. ➤➤ Wages: Any tenant who works for Dublin City Council can have their rent deducted automatically from their wages each week. ➤➤ Laser and Credit Card: Rent can be paid by Laser and Credit Cards. Tenants can contact the Cash Office in Dublin City Council on (01) 222 2222, quote their Account Number and authorise the amount to be paid. A receipt will follow once the payment goes through.
2. Rent Cards In the event that a rent card is faulty or is lost, tenants should contact (01) 222 5290 to request a replacement card. All tenants should be in possession of a rent card.
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3. Problems with your Rent The Traveller Accommodation Unit is aware that sometimes unforeseen circumstances can prevent you from keeping your rent payments up to date. It is important to remember that we are here to help. Arrangements can be made to clear rent arrears by paying more than your weekly rent each week. Once you make an arrangement and keep to it, your arrears will reduce. We will be satisfied that you are clearing your arrears, even if it takes a while to clear them completely. So if you have a problem that you wish to discuss, please contact the Traveller Accommodation Unit on (01) 222 5290.
4. Maintenance and Repairs Dublin City Council is responsible for the general wear and tear of houses/bays. Where a repair is necessary due to fair wear/tear, DCC will ensure that this is completed in a reasonable timeframe. However, no routine repairs will be done to a house/bay: ➔➔ if a tenant is in arrears on their rent of over 6 weeks, ie. Your weekly rent figure x 6 weeks. 10
➔➔ if the damage is caused maliciously or on purpose. ➔➔ if it does not represent fair wear/tear. ➔➔ if it is to ‘make good’ or fix any work carried out by the tenant or their contractor. This booklet will inform you as tenants what repairs Dublin City Council carries out and who to contact when repairs need to be done. It also informs you what your responsibilities are as a tenant.
5. Procedure for Repairs ➔➔ Telephone repairs line (01) 222 5290. ➔➔ Your account will be checked. If your account is in good standing, your repair will be processed. ➔➔ You will be given a unique reference number for your repair. ➔➔ The repair will be sent to the contractor. ➔➔ If your call is not answered, leave a message with your details/telephone number. Messages are regularly checked. 11
6. Types of Repairs There are two types of repairs, Emergency repairs and Routine repairs. Dublin City Council aims to respond to Emergency repairs within 24 hours and Routine repairs within 3-5 Working Days. Type
Timescale for Response
Emergency Repairs
Within 24 Hours
Routine Repairs
3-5 Working Days
Repairs are deemed as Emergencies where: A. There is a possible danger to human life. B. When there is potential to seriously impact on the structural integrity/fabric of the House/Bay. The following are some examples of emergency repairs: ➔➔ Major electrical failure ➔➔ Sparking electricity ➔➔ Smoking fuse boards ➔➔ Faulty sockets ➔➔ Major water/plumbing leaks ➔➔ Serious roof/tile damage 12
➔➔ Any problems associated with gas ➔➔ Anything with the potential to seriously affect the structural integrity or fabric of the unit ➔➔ Anything that could cause a serious risk to the Health & Safety of the tenant The following are some examples of Routine repairs: ➔➔ Heating/radiators not working ➔➔ Minor water leaks ➔➔ Lights not working ➔➔ Replacement of toilet cisterns if cracked through fair wear and tear ➔➔ Replacement of fire cheeks As a TENANT you are RESPONSIBLE FOR: Internal Repairs
➔➔ Filling plaster cracks ➔➔ Repairing and replacing cupboards, wardrobes, kitchen units and their doors, hinges, handles, locks, catches and drawers ➔➔ Repairing, replacing and fitting wall and floor tiles and floor coverings 13
➔➔ Damage caused by the tenant, members of the household, or visitors ➔➔ Carrying out repairs due to condensation ➔➔ All internal decoration Electrical Repairs
➔➔ Repairing and replacing ceiling roses, lamp holders and plugs of any appliances ➔➔ Replacing fuses, except for the mains fuse ➔➔ For any further electrical repairs/works that the tenant decides to carry out themselves, they must ensure that this is carried out by a qualified and competent electrical contractor ➔➔ As a tenant, you are responsible for any defective work carried out by a contractor that you employ
Doors and Windows
➔➔ Repairing window stays , catches and restrictors ➔➔ Draught proofing doors and windows ➔➔ Repairing and replacing external and internal locks and handles, except for fair wear and tear ➔➔ Replacing broken glass in windows and doors ➔➔ Replacement Keys 14
External Repairs
➔➔ Keeping gardens and hedges tidy ➔➔ Repairing or replacing fences, gates and garden boundary walls, whether erected by the tenant or the Council ➔➔ Cleaning silt, leaves and other deposits from gutters and down pipes ➔➔ Provision and maintenance of gates ➔➔ Outside taps and lights ➔➔ Keeping houses/bays maintained in a tidy condition both inside and out ➔➔ Garden Sheds Cooking & Heating Appliances and Showers
➔➔ Repairing or replacing all cooking, heating and shower appliances installed by the tenant
Plumbing Repairs
➔➔ Repairing/replacing waste pipes inside the home ➔➔ Cleaning gully traps ➔➔ Clearing airlocks and obstructions in water pipes ➔➔ Shower Curtains 15
➔➔ Repairing/replacing taps on sink units or wash hand basins, including leaking or dripping taps ➔➔ Repairing/replacing toilet bowls, baths, sinks and wash hand basins except when cracked or leaking due to fair wear and tear ➔➔ Repairing/replacing toilet cisterns and covers, except if leaking due to fair wear and tear ➔➔ Repairing/replacing seats, chains, handles, washers and stoppers for toilets and sinks ➔➔ Appropriate use & care of fire hoses where supplied by the City Council Dublin City Council is RESPONSIBLE FOR: Structural Repairs
➔➔ Structural repairs to walls and ceilings ➔➔ Structural damage caused by fire External Repairs
➔➔ Communal Areas ➔➔ Lighting in communal areas 16
Electrical Repairs
➔➔ Electrical wirings and electrical fittings provided by DCC ➔➔ Repairs to sockets ➔➔ Repairs to light switches Plumbing Repairs
➔➔ Water storage tanks ➔➔ Stopcocks ➔➔ Boilers and hot water cylinders ➔➔ Burst Pipes Doors, Windows & Floors
➔➔ Doors, windows and floors which are defective due to normal wear/tear will be repaired. HOWEVER, as specified earlier, any panes of glass which are broken will not be replaced as this is the tenant’s responsibility under their Tenancy Agreement. Central Heating Systems
➔➔ Replacement of fire cheeks ➔➔ Replacement of defective fireplaces ➔➔ Service and repair of gas central heating (card meters are the responsibility of Bord Gais) 17
7. Frequently Asked Questions How do I request repairs to my home? ➔➔ Telephone repairs line (01) 222 5290. ➔➔ Your account will be checked. If your account is in good standing, your repair will be processed. ➔➔ You will be given a unique reference number for your repair. ➔➔ The repair will be sent to the contractor. ➔➔ If your call is not answered, leave a message with your details/telephone number. Messages are regularly checked. Please note that the care-takers and supervisors are not responsible for the taking of repairs. What if my house is damp? All properties need to be ventilated to avoid damp. This includes opening windows and doors regularly, not drying clothes on radiators, keeping bathroom doors closed and not having heat constantly running. If all of these factors are complied with and there is still a damp issue, we will then investigate.
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Are properties repaired before a new tenant moves in? We do all we can to make a house or bay liveable before a new tenant moves in. However, if it is an old house, we cannot renovate it to an ‘as new’ state. Will Dublin City Council carry out any repairs that I want? No. We will only carry out necessary structural repairs to your home/bay and then only if your rent is up to date. You are responsible for arranging and paying for all other repairs. (See list of Tenant’s Responsibilities). What if I am not there when the repair team calls out? The repair team are given your contact details and will phone you if you are not there when they call out. What happens if I need repairs carried out but am behind in my rent? We will only carry out repairs when you start paying the arrears and clearing your rent account. Who carries out repairs caused by malicious damage? The tenant is responsible for repairs arising from all deliberate or malicious damage to Dublin City Council property, no matter who causes it. We will not carry out these repairs. All malicious damage should be reported to the Gardai. 19
Can I make alterations to my house/bay? You must get the agreement of the Traveller Accommodation Unit before starting any home improvements, alterations or additions to your home/ bay. We are usually happy to agree but we must assess them first. You may also need planning permission for certain works. In any event, all alterations and improvements are to be carried out by a competent contractor with knowledge of relevant regulations and building standards applicable to the job. All such additions/alterations become the property of Dublin City Council and they cannot be removed when the tenant is leaving, nor will compensation be paid. Does anyone from Dublin City Council inspect my house/bay? From time to time, we may inspect your house/bay. You must give authorised agents and workers from DCC reasonable access to inspect your house/bay and carry out necessary works. What does Dublin City Council do about vacant houses and bays? Vacant houses or bays can become a target for antisocial behaviour. If there is a vacant property in your estate/site, please don’t assume we know about it. Contact the Traveller Accommodation Unit on 20
(01) 222 5290 if you think a house or bay is empty. The sooner we find out about vacant properties, the sooner we can arrange to have it re-let. Also, if you see people interfering with a house or bay that you know is vacant, please let us know as soon as possible to avoid any damage or possible danger. How do I apply for a Traveller Specific House/Bay? Applications are available from the Traveller Accommodation Unit or in most Area Offices. The application must include: ➔➔ Copies of birth certificates for all applicants ➔➔ Photo I.D. ➔➔ Income payslips/Social Welfare Information ➔➔ Stamped Tax Form How do I apply to reside in a Traveller Specific House/Bay? Applications are available from the Traveller Accommodation Unit. The official tenant must accompany the applicant to the TAU in order to complete the application form in the presence of a staff member. The application must include: ➔➔ Copies of birth certificates for all applicants ➔➔ Photo I.D.
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➔➔ Income payslips/Social Welfare Information ➔➔ Stamped Tax Form Applicants must sign up to the Household Budget Scheme where possible. What happens if I lose my rent card? In the event that a rent card is lost or faulty, tenants should contact (01) 222 5290 to request a replacement card. How is the amount of rent I have to pay calculated? All Traveller Tenants are now on a Differential Rent Scheme where rents will be based on the total income of your household. Who is eligible to pay rent through the Household Budget Scheme? Tenants who collect their social welfare payments with a card are eligible to apply for the Household Budget Scheme (HBS). Tenants can obtain an application form from the Traveller Accommodation Unit (TAU) or in their local post office. Multiple HBS accounts can be set up within a household. The amount of the payment can be increased/decreased at any stage should any arrears issues arise.
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Although most welfare categories are eligible for deduction from a tenant’s Social Welfare Payment, tenants should note that the following payments are not eligible for HBS: ➔➔ Old Age Pension (Contributory) ➔➔ Blind Pension ➔➔ Disability Benefit (Only Short-Term Payment) ➔➔ Carers Allowance Who is responsible for the removal of non-domestic waste? In the event that a tenant wishes to have an item of non-domestic waste removed, an upfront charge of €300 will apply. For further information, please phone (01) 222 5290. Failure to pay this charge will result in the charge being added to your rent account.
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8.  Useful Contacts Dublin City Council Housing & Residential Services
Traveller Accommodation Unit
(01) 222 5290
Housing Welfare (Social Work Unit)
(01) 222 2233
Other Council Services
Payment of Rent (Laser/Credit Card)
(01) 222 2222
Emergency Numbers
Gardai/Fire Brigade/Ambulance
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Bord Gais
1850 20 5050
Homeless Agency
(01) 703 6100
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Garda Stations
– Ballymun
(01) 666 4400
– Finglas
(01) 666 7500
– Coolock
(01) 666 4200
– Clondalkin
(01) 666 7600
– Ballyfermot
(01) 666 7200
– Pearse Street
(01) 666 9000
Freephone Numbers
Childline
1800 666 666
Rape Crisis Centre
1800 77 88 88
Garda Confidential
1800 66 61 11
Samaritans
1850 60 90 90
Women’s Aid Helpline
1800 341 900
Other Useful Numbers
National Traveller MABS
1890 283 438
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PUBLISHED JULY 2012