Welcome Pack by lee gilbert

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ALL THE INFORMATION YOU NEED ABOUT YOUR TENANCY WITH US

Tenants’ Welcome Pack

Who to contact

☎

Customer services: 01634 333333 8am to 8pm (Mon-Fri) 9am to 1pm (Sat) Please note: Calls to customer services may be recorded or monitored for security and staff development purposes.

Housing Services, Medway Council, Gun Wharf, Dock Road, Chatham, Kent ME4 4TR Email: housing@medway.gov.uk

Website: www.medway.gov.uk/xxxxxx

Minicom: 01634 333111

This information can be made available in other formats from 01634 333333 If you have any questions about this leaflet and you want to speak to someone in your own language please ring 01634 335577

G3278 03 09 Designed by Medway Council’s Communications Team. www.medway.gov.uk/communications

Printed on recycled paper

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Tenants’ Welcome Pack ALL THE INFORMATION YOU NEED ABOUT YOUR TENANCY WITH US To make sure all our tenants can access our services, we can provide a copy of this guide in a larger print and arrange translations into another language or format (for example, in Braille or on audiotape etc)

For more information and advice contact your Neighbourhood Housing officer. General housing enquiries 01634 333500 Repairs’ hotline 01634 333601 Write or visit Medway Council Housing Services section Chatham Contact Point Dock Road 1 Who we are, where we are Chatham 2 Moving In Kent ME4 4TR

CONTENTS

PAGE

2 5

Understanding your tenancy

Good Housekeeping

Repairs and Maintenance

How you can play a part

Improving your Home

Your rent

Moving On

Energy Saving

West Kent Lifeways

Animal Registration

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Who we are, where we are

Tenants Hotline 01634 333601

www.medway.gov.uk/housing

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Who we are, where we are Welcome

Where you can find us

We are delighted to welcome you as a tenant. We own and manage around 3000 properties in and around the Gillingham area. Most of them are houses and flats let to families, but we also have smaller accommodation for single people and bungalows and sheltered units for elderly residents.

Housing Services are based at Chatham contact point, Dock Road, Chatham.

We aim to provide an efficient and effective housing service, working with you to make sure we meet your needs. We believe that communication and information will help us meet this aim. We have provided this guide to explain all the main issues in your tenancy agreement. To make things easier, we have divided it into sections which, we hope, will fully answer all your questions about being a tenant with us. We work with local service agencies and voluntary organisations to make sure that all our tenants have access to the information they need. For example, if you have eyesight problems, we can produce a large-print version of this guide. We also have a translation service if English is not your first language, and if you have hearing problems we have a minicom machine. All our numbers are on the back of this guide. We hope you will be very happy in your home.

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Chatham Library

Opening hours Monday to Thursday 8.30am to 5.15pm (except Wednesday morning - closed) Friday 8.30am to 4.45pm

How you can contact us Phone your neighbourhood housing officer on 01634 333601 If you don’t know who they are, phone the Housing Management Support Team on the number below. Phone: Housing Management Support Team on 01634 333601 or for general housing enquiries 01634 333500 Email: housing@medway.gov.uk Website: www.medway.gov.uk Minicom: 01634 333111 Write to: Medway Council Housing Services Gun Wharf, Dock Road, Chatham ME4 4TR

Repairs’ hotline

Fort Amherst

Lane

To report a racist or homophobic incident

01634 333333.

Brook Theatre

The Pentagon Centre

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01634 333601

Tenants’ Hotline 01634 333601

www.medway.gov.uk/housing

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1 Housing Services at Chatham contact point Medway Council’s services at Chatham contact point play an important role in the housing department. What help and advice can you expect when visiting the housing office there and how are we improving our services? As a Medway Council tenant you can use Chatham contact point to: ● report a Repair; ● discuss/review your rent account; ● discuss/review housing benefit/council tax application; ● seek any advice about your current property.

Information for new tenants At last year’s tenants’ conference, you may remember that Medway Council ran a workshop on the sort of information tenants wanted. One thing that was requested was an easy-to-use list of useful contact numbers. Please cut out and keep the list of numbers below. These will be of use to you while you are a tenant with Medway Council.

Repairs - Housing First Urgent and non-urgent repairs inside normal working hours phone: 01634 333601 Email:maintenancehousingsupport@ medway.gov.uk

We are working at Chatham contact point to reduce waiting time and provide more housing options. We work in partnership with the following organisations to give you a more rounded service.

Out-of-hours

You can visit reception and receive advice about: ● debt and welfare benefits (Shelter) ● violence at home (Citizens’ Advice Bureau) ● family mediation (Medway Mediation) ● advice about finding a home or keeping your home.

Gas

Current opening hours for Chatham contact point are as follows: Monday

8.30am – 5.15pm

Tuesday

8:30am – 5.15pm

Wednesday

12noon – 5.15pm

Thursday

8:30am – 5.15pm

Friday

8:30am – 4:45pm

Tenants Hotline 01634 333601

Got a problem with your boiler or gas fire, phone: 01634 733488

Council customer services General council enquiries phone: 01634 333333 Email: info@medway.gov.uk

Housing benefit / council tax Housing benefit and council tax enquiries phone: 01634 332222 Email: ctax@medway.gov.uk

Bulky items collection Got a sofa, fridge or washing machine you want to get rid of? Arrange collection. Phone: 01634 333333

MeRGe Medway Residents’ Group, working for the benefit of the council’s tenants. Monitoring and influencing council policy and performance. Phone: 01634 570037 Email: merge@medway.gov.uk

✂

Please note that the Citizens Advice Bureau, Shelter and Medway Mediation offer drop-in advice.The current schedule is as follows: (Please phone 01634 333600 before visiting to ensure schedule is current and if necessary make an appointment) ● Shelter/Citizens Advice Bureau – Monday ● Shelter/Medway Mediation – Wednesday PM ● Citizens Advice Bureau – Friday.

Emergency repairs such as a burst pipe or unsecure front door outside of office hours phone: 01634 304400

www.medway.gov.uk/housing

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Tenants views lead to a new service To help us help you, housing services have developed a system that will allow you as tenants/residents to send text messages to the council and for the council to reply to text directly through its email system. All you have to do is use a KEYWORD at the start of the text message and it will automatically be directed to the correct department. Housing services has four in place. These are: REPAIR - to report a council property or communal area, or to chase an existing request. RENT - to provide information to us or request details about your rent* GARAGE - to apply for a garage or contact us regarding your council rented garage CARETAKING – to report a problem in a communal area for example, street lighting, stairwell cleaning etc. We will not release information about the balance of your account unless we are sure that the person requesting the information is entitled to have it. If possible, please include your rent number in all texts about rent requests. If it is not included, we will send a letter with the requested information to the home address.

Gas and electricity suppliers To determine which company supplies gas and electricity to your property please phone Electricity - 0845 601 5467 Gas - 0870 608 1524 You will need to have your postcode to hand. NEW TENANT – IMPORTANT INFORMATION

A special number has been set up for this service. It is

07739 657073

(put it in your mobile now).

So that we can provide the best service possible, the more you tell us in the message, the better. However, there is some basic information that we will need: ● keyword (repair, rent or garage) ● the Surname of the Tenant - Please remember to use the surname that the tenancy is in, if it is different from your own; ● the Tenants Address ● access times – when you are usually home or access is available from the warden; ● details of your service request. Please remember to use the surname that the tenancy is in, if it is different from your own. If the name and address do not match our records, we will not be able to meet your request. Can you give me an example? Certainly. Mrs A Body, who lives at 1 Somewhere Street has a blocked toilet. As she is just dashing out of the house, she decides to text the repair to housing services. She knows she is in most mornings, but works in the afternoons. So, on the bus she sends the following message: Repair Mrs Body 1 somewhere street, blocked toilet mornings only We hope that this is a useful addition to the range of services that we provide and we look forward to receiving your text messages.

Please keep this phone number as MEARS carry out the annual service and breakdown repairs on the heating system in the property, whether it is gas, electric or served by a communal boiler in sheltered accommodation. SERVICING You will be contacted two weeks in advance to let you know that the service is due. You may arrange another time if the one given is inconvenient.

Central heating system First, you must contact your choice of gas supplier to arrange for your gas supply PHONE: MEARS ON: (FREEPHONE) 0800 0730 300 AND ASK FOR A ‘TURN ON AND TEST’ Please note: Mears Group plc does not work on Saturday and Sunday

Tenants’ Hotline 01634 333601

The contractor will also attend breakdowns or leaks on the central heating system. Just phone the above number and arrange for the Contractor to visit. Medway Council supervises the contract. If you are not satisfied with the standard of service you have received from the contractor, please contact the housing management support team on 01634 333601

www.medway.gov.uk/housing

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2 Moving In All the things you need to know for a smooth move

Tenants Hotline 01634 333601

www.medway.gov.uk/housing

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Moving In Moving house can be one of the most stressful things you can do. To help smooth the move into your home, this section covers some of the important things you’ll need to do. We work hard to make sure that your home is in a good condition when you move in. We also do our best to keep it safe and secure.

Connecting services Before you moved into your new home, we arranged for an engineer to check that your gas and electricity supplies were safe. Gas While your home was empty, the gas supply was turned off. You need to decide which gas supplier you want to use and arrange for them to come and turn on your gas and read your gas meter. Electricity You need to decide which electricity company you want to use. Contact them, giving your name and address, the meter reading when you moved in and details of how you would prefer to pay. Phone If you want to have a landline phone in your new home, you also need to contact the phone company you would like to use. If you had a phone at your last address, you may be able to take the number with you .

Here are some of the other people you need to contact with your new address. • The Post Office - your mail can then be directed to your new home for a small charge. • TV licensing. • Your bank, building society and credit card companies. • Your employer. • Your doctor and dentist. • The council - if you receive council tax or housing benefit • The Benefits Agency - if you receive income support, a state pension or other allowance. It is your responsibility to take out contents insurance to protect your belongings against fire, theft and flooding. We have arranged for Jardin Lloyd Thompson, an insurance service provider, to offer an affordable home contents insurance scheme to our tenants and leaseholders. For details and an application form, phone Jardin Lloyd Thompson on 01962 844454.

Getting in We will give you a set of keys for each of the locks in your new home when you sign your new tenancy. If you want any extra keys, you will have to pay for them yourself. You can get extra keys cut at any local key cutting shop. If your home is fitted with any shared key fob systems, for example, shared entrance doors, you will need to buy extra fobs from us.

Moving out Please take care of your home, so it is in the same condition when you leave as it was when you moved in. We may charge you for any work we need to do to bring your home back to an acceptable condition.

Water The water supply will normally be connected when you move in. All you need to do is contact the water company to give your name, address and the date you moved in so it can set up your new account.

Tenants’ Hotline 01634 333601

www.medway.gov.uk/housing

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What to do next...

Now that you have completed the sign-up process, there are some important things that you need to do to help your new tenancy run as smoothly as possible from the very beginning.

Here is a list of what you must remember to do as soon as you collect your keys: 1. Make sure that your rent is paid from the week your tenancy starts and that it is paid in advance. 2. If you receive any kind of benefit, make sure that you notify the relevant office of your change of address. Change of address form included in your pack. 3. If you have an outstanding benefit claim, make sure that any information needed to complete the claim is handed in as soon as possible. 4. Inform existing gas and electrical suppliers that you have moved in contact numbers on separate sheet. Get in touch with your chosen gas and electricity suppliers to re-connect these services. 5. Contact Mears to uncap your gas supply and turn on and test your gas. Contact number on page 4. 6. Tell us what you think about the service you received from us when moving into your new home. Complete and return the new tenant satisfaction card.

Tenants Hotline 01634 333601

www.medway.gov.uk/housing

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Housing Maintenance Service We want you to enjoy your new home so we have produced this information to let you know what we are responsible for providing. If any of the services listed here have not been provided, or you are unhappy with the standard of work done, please use the contact details at the end of this booklet to let us know.

GENERAL Cleansing Sanitary ware will have been de-scaled and cleansed. Floors and walls will have been cleaned of grease and woodwork cleaned if very dirty. Kitchen units should have been cleansed if unhygienic. The property will not be spotless. Tenants should expect that the cleanliness of the property, following the repair work, will need some attention.

EXTERIOR

Footpaths If there is a hole or uneven surface, which poses an immediate danger, a temporary repair will be carried out to allow you to move in more quickly. If a more permanent repair is needed you will need to report it using the repairs reporting system shown at the end of this leaflet. Washing line paths are not included, but will be repaired on occupation if the new tenant is registered disabled and has mobility problems. Drains , guttering and rainwater pipes These will have been repaired if damaged, loose or leaking only. It’s not always obvious if there is a problem with these, so if you need help after you’ve moved in please let us know using the contacts shown below. Blockages will also be cleared if they are affecting the property’s condition. Fencing We will only repair fences while the property is empty if it is a potential danger to the incoming tenant. All non urgent fencing repairs will take place once the property is occupied. Gates will not be replaced. Gates are tenants’ responsibility. Fencing will be replaced like-for-like unless privacy issue under health and safety. Structure External pointing/rendering will only be repaired if there is evidence of dampness as a result of failed existing finishes. The property’s overall condition will have been noted with any major work that may be needed added to future programmed work initiatives.

Tenants’ Hotline 01634 333601

Gas and electrical safety check A safety check on the electrical and gas installation in the property will have been completed. Copies of both certificates will have been given to you as part of your sign-up pack. While the council will ensure you have a live permanent supply it is your responsibility to arrange connection through your preferred utility supplier. Clearance There should be no household items or rubbish inside the property (including loft) and in gardens (including sheds if present). Carpets may be left. This is down to the discretion of the estate officer. Gardens will be cleared and cut back to a maintainable level. Overgrown trees will be cut back. The only exception is trees with a preservation order. Heating Your property will be generally centrally heated. Not all properties have a gas supply. The council will not provide you with an additional gas fire. Ponds/garden These should have been filled in and made safe. If you have any concerns please let us know. Glazing All re-glazing work will have been completed unless glazing has been damaged/broken again. If this is the case then the boarded-up window will be re-glazed once you move in. If you have double glazed windows with misting between panels, these will be replaced as a post void repair unless planned as part of a window replacement programme within next two years.

www.medway.gov.uk/housing

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Alterations Former tenants’ alterations will have been removed if they were dilapidated or in breach of building or other regulations. Decorations Not all properties will have undergone complete redecoration before the let. Decoration vouchers set out available materials. You will have received a Tenants’ decorations voucher if the council thinks that any of the rooms in your new property will need re-decoration.The allowance is discretionary and relates to the rooms that the surveyor feels most requires attention. Decoration should have been carried out to sheltered accommodation only. Fully adapted properties will only be decorated if the prospective tenant has no other able bodied occupant in the household. Condensation / ventilation All windows and vents must be checked to ensure in working order. Mechanical vents will be visually checked to ensure sound, clean and clear. Areas badly affected by mould growth will be treated prior to occupation and preventative measures taken as appropriate. Fire protection The property condition will meet the relevant fire regulations. Dependant on the size of the property one or two battery operated smoke detectors will be in place. You, as the tenant, are responsible for periodically checking and replacing defective batteries. Flooring All floors will be sound, level and free from damage or infestation. Kitchen, bathroom and/or WC floors will be finished with vinyl floor tiles or a vinyl sheet dependant on condition, or patch repair if possible.Floor tiles in rooms, other than those previously stated, that are loose, damaged, lifting or dangerous in large areas, will be removed completely and the floor surface left in a condition for tenants to place floor coverings on occupation. Where perimeter tiles have been damaged by gripper rods, areas will be made good ready for tenants to lay a floor covering. Windows Repairs will have been carried out to ensure that all openings are operable and weatherproof. Only if dangerous would they

Tenants Hotline 01634 333601

have been replaced before you move in. All other window renewals will be completed as part of the council’s planned maintenance programme. Not all UPVC windows will have a key with lock. Opening casements will be left operational but not lockable. Ceilings and walls Major cracks or major areas of defective plaster will have been re-plastered. Ceilings would only be renewed if unsound. The council expects minor repairs to walls and ceiling surfaces to be done as part of the tenants’ re-decoration work for which a decoration voucher will have been allocated.Those cracks and holes that can be filled with proprietary hole and cracks polyfiller will be left. Bathroom / Toilet Your sanitary ware and bath will have been renewed if cracked or rusted. Baths should have been removed/replaced if chipped below water level or if the degree of scale and dirt makes it impossible to clean. Leaks to waste services will be remedied. Wash hand basins should have been fitted within close proximity to the toilet. The toilet must function as intended and be clean and serviceable. Kitchen Cupboards, base and/or wall units and a work surface will have been provided for food preparation purposes and will have been positioned in a sensible location to reduce the risk of you dragging electrical leads and also to ensure adequate space and clearance is provided for a cooker. Provision of units will be wholly dependent on the size/layout of the kitchen. Space provision will be given for a free standing cooker, washing machine and fridge, standard size only. Doors Internal doors, where beyond economical repair, will have been renewed before letting. Front and back doors will be well-fitting. Where renewal is required this will have been done before you moved in. If the correct door was not available at the time, the door should have been made safe and the new door will be fitted once you have moved in. Internal doors will be left for tenant’s decoration. Where internal kitchen doors need to be replaced, this will always be fitted before you move in for fire safety reasons, if applicable.

www.medway.gov.uk/housing

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Electrical socket outlets A minimum of two double socket outlets will be in the living room and kitchen. There should also be a cooker point outlet in the kitchen and one double socket outlet in the bedroom. Wherever possible additional points for the washing machine and freezer will be provided. A minimum of one double socket outlet should be in all bedrooms and there should be one single socket outlet in halls and landings.

How do I report a repair?

What else? It is also possible that some non-urgent repairs have been scheduled for completion once you have moved in so that we can allow you to take occupation as soon as possible. To help us manage the property you may be asked to sign an agreement that any electric recorded photographs we take during the viewing are an accurate reflection of the property’s condition for future reference.

When you report a problem a repairs officer will: ● take details of your enquiry; ● establish whether the Council are responsible or not; ● give you a reference number for future contact if that’s necessary; ● arrange a date and time for the works to be completed; ● arrange a repair for you if neccasary.

As your landlord, we accept that while the property’s condition meets with council policy, it may not meet with expectations. However, as your landlord we are confident that our obligations have been fully met by the time the offer of accommodation is made to you.

Questions What do I do if any of the work mentioned previously has not been done? Some of the jobs should have been done after I moved in, but I still haven’t heard anything. What should I do? Answer …. Contact the Housing Management Support Team, which will answer your enquiry, arrange for the work to be done and explain why it has not been done.

Tenants’ Hotline 01634 333601

Phone Fax E-Mail Minicom Text

01634 333601 01634 333510 HousingMaintenance@medway.gov.uk 01634 333111 07739 657073

What happens then?

It is important that you keep the appointment or the job could be cancelled. If you cannot be there please let us know and we will arrange an alternative time.

What if I’m not happy with the repair? We try hard to make sure that all jobs are done on time and to your satisfaction, but we know that sometimes things go wrong or that you may not agree with a decision we have made. If you have any cause to complain about the way your request has been handled, the work or even the people involved please let us know. Contact the Housing Management Support Team by one of the methods shown on page 2 and the team will endeavour to help you.

www.medway.gov.uk/housing

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3 Understanding your tenancy An introductory tenancy explained. ● Your rights as a secure tenant. Reasons why we may end your tenancy. ●

●

Tenants Hotline 01634 333601

www.medway.gov.uk/housing

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Understanding your tenancy Your tenancy agreement is an important document. It’s a legal contract between you and us and confirms that you are one of our tenants. When you sign it, you are saying that you agree to the rules set out in it. You should keep your tenancy agreement safe. If you are not sure about something in your tenancy, this section will help you understand the contents of your tenancy agreement.

Introductory tenancies We have decided to set up introductory tenancies for all new tenants. These are a trial period to make sure that new tenants keep to the terms of their tenancy agreement. If they fail to do so, an introductory tenancy makes it easier and quicker for us to evict tenants who, for example, are responsible for nuisance and anti-social behaviour. We want our tenants to enjoy living in a safe and peaceful neighbourhood. An introductory tenancy normally lasts for 12 months. In most cases, introductory tenancies become secure tenancies after the 12-month trial period has ended.

What’s the difference between a secure tenant and an introductory tenant? An introductory tenant does not have all the rights of a secure tenant. An introductory tenancy removes your automatic legal right as a tenant to: • take in lodgers or sublet part of the property; • buy your council home; • make improvements to your home; • exchange your home with another tenant; • transfer to another landlord. Although you do not have an automatic legal right to do any of these, you can apply to us for permission to take in a lodger, improve your home and exchange it.

Why we would end an introductory tenancy We would only apply to end your tenancy if you break your tenancy agreement. We must have evidence to prove that you have done this. Here are some examples of why we may decide to end an introductory tenancy: Disputes between neighbours If your neighbours complain that you or your children are creating a nuisance, we will investigate all complaints thoroughly. Of course, we would give you the chance to give your version of events or give reasons why you have broken your tenancy agreement.

What rights do I have as an introductory tenant? As an introductory tenant, you get as much help as a secure tenant. If you are having problems because of another tenant’s anti-social behaviour, contact your neighbourhood housing officer. He or she will help you and investigate the complaint in exactly the same way as if you were a secure tenant. If you have any concerns about your introductory tenancy, contact your neighbourhood housing officer.

Tenants’ Hotline 01634 333601

www.medway.gov.uk/housing

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Rent arrears We will take action quickly to evict you if you are regularly late in paying your rent and allowing rent arrears to build up. If you have any problems paying your rent, contact your neighbourhood housing officer immediately. He or she can check that you are getting all the benefits you are entitled to.

gardens and disruptive car repairs. • vandalism and damage to property, including graffiti; • pets kept without permission, or not kept under control and allowed to frighten your neighbours. Dogs that are allowed to stray, foul shared areas or bark persistently. Other circumstances We may need to move you out of your home so we can carry out major work to it or even demolish it. If we need to do this, we would offer you another suitable home. You would still have an introductory tenancy until the original 12-month period ends.

What will happen if we decide to end your introductory tenancy Following a thorough investigation, we would tell you in writing that we are going to court to evict you. We would give you full details of why we are taking eviction proceedings. Anti-social behaviour If someone tells us that you have been acting in an anti-social way in your home, outside it, or anywhere in the neighbourhood around your home, we will investigate the complaint thoroughly. If we find that the problem is minor, we will tell you to change your behaviour. If you don’t co-operate, or if your actions are severe (for example, violence or racial harassment), we will not give you a second chance. We will take immediate action to end your introductory tenancy and evict you. It is very important that you realise we will not tolerate anti-social behaviour. It would be unfair to the local community if we just ignored it. You are also responsible for the behaviour of visitors to your home and anyone living with you.

Review

Here are examples of nuisance and anti-social behaviour that we consider unacceptable: • violence, or carrying out criminal activity such as prostitution, theft, burglary or selling drugs in the neighbourhood; • using or threatening violence; using racist or other offensive behaviour or language; injuring or threatening to injure a member of the community or representative of the council; damaging (or threatening to damage) property or belongings; causing a riot. • Loud music; rowdiness; offensive drunkenness; drug abuse; dumping rubbish; trespassing on neighbours’

Advice

Tenants Hotline 01634 333601

You have the right to ask for a review of the case. You must ask for this within 14 days of receiving the notice that says we are taking court action. You can go to the review, and ask someone to go with you. At the review, you can ask supporting witnesses to appear, but you cannot force them. Senior housing staff will look at your case again. They will not have been involved in the case already and will check that everything has been done correctly. If they agree that we should evict you, we would go straight to court and get a possession order. The court would only refuse to give a possession order if we had failed to follow the correct procedure. You would have no right to appeal against the possession order and you would lose your home.

If we take court action, you can get independent advice from a solicitor or from the Citizens’ Advice Bureau.

Your secure tenancy A secure tenancy means that there is a contract between you and us, governed by the Housing Act 1985. Both you (as the tenant) and we (as your landlord) have rights and responsibilities. These are set out in the tenancy agreement and explained in this guide.

www.medway.gov.uk/housing

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Changes to the tenancy agreement Your secure tenancy agreement is a legal document. When you sign it at the beginning of your tenancy, you agree to keep to the rules set out in it. Your secure tenancy agreement confirms that you are one of our tenants. It also sets out our responsibilities and your rights. You should keep it in a safe place so you can refer to it if you are not sure about any matter relating to your tenancy. We can change the terms of your secure tenancy agreement. Before we do, we must consult you and give you the opportunity to comment on the proposed amendments. If you agree to the changes, we will send you a notice of variation, which clearly shows what the changes will be. We will then give you another four weeks before the changes in the notice of variation take place.

Your rights as a secure tenant As a secure tenant, you have the right to stay in your home without interference from us. We can only move you against your will if we can prove in court that you have broken a condition of your tenancy agreement. Here are some of the circumstances in which we may decide to end your secure tenancy agreement: • You got your tenancy by making false statements, deliberately or by mistake. • You don’t pay your rent. • You use your home for immoral or illegal purposes. • You cause nuisance or annoy your neighbours. • You damage your home or, if you live in a block of flats, a staircase or a lift. If we evict you for any of these reasons, we will not offer you another home.

• If your home is specially adapted for physically disabled people, but there is no longer a physically disabled person living there and the house is needed for another physically disabled tenant. In these cases, we will offer you suitable alternative accommodation.

Joint tenancies When two adults make a joint application for housing, we usually offer a joint tenancy. If you are the only tenant and would like another adult to become a joint tenant with you, we may be able to change your tenancy to a joint tenancy. We usually do this for tenants who get married or who have a long-term partner living with them as if they are married. Although it’s unusual, we may agree joint tenancies in other cases, for example, with a friend or a partner of the same sex. Your neighbourhood housing officer will be able to give you information about this. Joint tenants are equally responsible for the tenancy and have the same rights. If one of the joint tenants breaks the tenancy agreement, we will evict both tenants. If one of the joint tenants wants to move out, he or she should contact their neighbourhood housing officer for advice. We can consider whether to transfer the tenancy into the other person’s name.

Furnishing and decorating your home We do not provide any furniture or carpets to tenants. If you receive income support or other benefits, you may be able to get a loan to help you buy essential items through your housing benefits office. We do not normally decorate properties before a new tenant moves in (see the Improving your home section on page 45. You are responsible for decorating your home.

Other reasons why we may move secure tenants • If your home is due for modernisation or demolition. • If you refuse to leave a property that we have temporarily let to you while we are carrying out building work on your original home - if you promised to go back when the work is finished. • If you are a tenant who has succeeded to a tenancy, but the home is larger than you reasonably need.

Tenants’ Hotline 01634 333601

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Good Housekeeping Looking after your home ● Being a good neighbour Gardens, pets and car parking ●

●

Tenants Hotline 01634 333601

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GOOD Housekeeping You and your neighbours Everyone has the right to enjoy life in their own way, as long as they do not upset the people living near them. A good neighbour will tolerate and understand the different lifestyles of others. Being a good neighbour can have many advantages - a friendly hello is better than a few heated words. Often, people don’t realise they are being a nuisance. Sometimes, all that’s needed to sort out a problem is a friendly word. While we will help people sort out their problems peacefully, we will also take action very quickly when this fails, particularly in cases of harassment or victimisation.We have a clear procedure on dealing with anti-social behaviour.

How to be a good neighbour • Noise is the most common type of nuisance, particularly if you’re living in a flat or maisonette. So, don’t make a lot of noise, especially late at night. • Sound can travel quite a long distance from your television, stereo system or musical instruments, especially in the summer when people like to leave their windows open. • Do not attach loudspeakers to shared walls or put them on the floor. • If you’re having a party, tell your neighbours. Better still, invite them to join you. If they can’t come, respect their need to sleep.

What do I do if my neighbours are disturbing me? If you find that you are regularly disturbed by your neighbours, you should speak to them and ask them to be more considerate. Remember to be polite - your neighbours may not realise they are causing a disturbance. If this fails, or if you feel you cannot approach your neighbour, contact your neighbourhood housing officer, who will be able to help if the problem continues.

Tenants’ Hotline 01634 333601

What we can do to help We will investigate all nuisance complaints, even if these are made anonymously. However, anonymous complaints are difficult to investigate. We will keep all information you give us about nuisance neighbours strictly confidential. We cannot get involved in a dispute between neighbours, unless one of them has broken the conditions of their tenancy. In this case, we can refer both sides to an independent mediation service. If there is clear evidence against those causing the nuisance and the problem cannot be sorted out by the neighbourhood housing officer or mediation service, we can take legal action to prevent your neighbour from continuing with the nuisance.

Harassment We are committed to getting rid of all types of harassment, including racial and sexual harassment. Your tenancy agreement will tell you what kind of behaviour we consider to be harassment. You, and anyone else living with you or visiting your home, must not threaten, abuse or insult your neighbours. If you or they do so, we could evict you or take legal action against you. If you feel you are being harassed, you should contact your neighbourhood housing officer immediately. You should also contact the police.

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permission, we will tell you why. If you receive housing benefit, the rent you receive from sub-letting could affect the amount of housing benefit you receive. Please check this with our housing benefit office. You must not sub-let the whole of your property. If you do this, you will no longer be a secure tenant and we will take action to repossess your home.

Using your home for a business If you want to run a business from your home, you must get your neighbourhood housing officer’s permission in writing and any planning permission you may need. We will not give you permission to run a business from home if it is likely to cause a nuisance to your neighbours, for example, noise, deliveries and so on.

Looking after your home

Pet policy You are allowed to keep pets in your home, but you must ask for our permission first. There are restrictions on the number of pets we allow, and you cannot keep a pet that is likely to cause a nuisance to your neighbours or to visitors to the property. Your neighbourhood housing officer will give you more details on this. If you are having problems because of your neighbour’s pets, please contact your neighbourhood housing officer. Medway Council’s pet policy prevents dogs from being kept in flats that share a garden. Tenants who are registered blind and who need a guide dog are the only exception to this rule.

You must look after your home, keep it clean and in good condition and use it responsibly. If you, or anyone living with you or visiting you, cause any damage to your home or to council premises, you will have to pay for repairs or replacement. You must tell us about the repairs that need to be done to your home. You can find more information about repairs in The Handy Guide. This is your full guide to our repairs and maintenance service. You must decorate your home whenever it is necessary. If you are elderly or disabled, we may help you with this. See Repairs and maintenance section for more details of this scheme.

Taking in lodgers and subletting Lodgers You can take in lodgers, but you must ask us first. You must remember that, like you, a lodger must keep to the rules set out in the tenancy agreement. You should also tell your neighbourhood housing officer when a lodger moves in with you. If you receive Housing Benefit, the rent you receive from a lodger could affect the amount of housing benefit you receive. Please check this with our housing benefit office. Sub-letting Sub-letting means that someone pays you rent to be able to live in a part of your home - you will not be able to use that part. You have the right to sub-let, but you must first get our permission in writing. If we refuse to give you our

Tenants Hotline 01634 333601

Looking after your garden If you have a garden, you must keep it neat and tidy by cutting the lawn, clearing the weeds and trimming the hedges. You must not store or keep any bulky or unsightly items in your garden. You must not use your garden for large items such as trailers, unless you have our permission in writing.

Cars You may only park roadworthy vehicles that are taxed on our land. You must not park any vehicle on grassed areas. You should only park vehicles in garages, in designated parking areas, or on a proper driveway.

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Shared areas

Aerials

If you live in a flat or maisonette, you should co-operate with your neighbours to keep the shared areas clean, tidy and clear of anything that may cause obstruction. If you leave things lying around that obstruct landings and stairs, we will remove them and charge you for doing so. You should report repairs needed to shared areas, such as lighting, immediately by phoning our usual repair numbers.

If you want to install your own outdoor television aerial or satellite dish, you must get our permission in writing first. If you want to install a satellite dish and you live in a flat, you may need to get planning permission.

Insuring your belongings We insure the structure of your home. This does not include cover for your belongings and fixtures, fittings and alterations you may have at the property. We strongly advise you to get your own home contents insurance as protection against accidental damage, theft, water leaks and so on. We have arranged for Jardin Lloyd Thompson, an insurance service provider, to offer an affordable home contents insurance scheme to our tenants and leaseholders. For details and an application form, phone Jardin Lloyd Thompson on 01962 844454.

Garage Repairs Service Please tell us immediately about any repairs your garage needs. We will need the following information: • your name; • the address of the garage; • a phone number so we can contact you; • full details of the repair. We will carry out day-to-day repairs within these timescales: • Lack of security (damaged doors, broken locks and so on) - within one week • Other repairs - within 28 days

Getting Rid Of Bulky Items If you have large items that are too big for the weekly rubbish collection, we provide a free bulky-waste collection service. We can normally collect bulky items on your next refuge collection. Collections are free of charge and you are entitled to have three bulky items removed every six months. If you require a further collection within six months the service is available at a charge of £15. If you have a question about recycling or getting rid of household waste, or you would like us to collect a bulk item, please call the customer first hotline 01634 333333 or email customerserviceteam@medway.go.uk

Tenants’ Hotline 01634 333601

Neighbourhood Team Service The neighbourhood officer’s normal working hours are Monday to Friday from 8am to 4pm. During the course of their working day neighbourhood officers will visit sites and carry out a range of duties. The amount of time spent at each site will vary depending on the number of residents living there. However, as a guide, if you live in a large block of flats the communal areas will be swept and mopped; handrails are cleaned; litter in the communal areas is picked up when needed; the bin bays are kept clean and tidy and bulky items of rubbish are removed and disposed of. This service is offered on a weekly basis, with a health and safety check of your block carried out daily. For people who live in smaller blocks or outreach areas a slightly reduced service will be offered. This is likely to be done on a weekly, fortnightly or monthly basis. Neighbourhood officers also carry out a wide range of other duties, some of which will be seasonal. Please be aware that each tenant is responsible for the cleaning of the landing area that can be found immediately outside their property. All household rubbish must be placed in the chute system or stored in the designated rubbish area. If you wish to make a comment on the Neighbourhood Team Service that you receive, please phone Marcia Clarke on 01634 333204 or email marcia.clarke@medway.gov.uk Alternatively text your comment to 07739 0657073 remembering to state which block your comment relates to.

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Repairs and maintenance handy guide â&#x2014;?

333601 Tenants Hotline 01634 333333

How to make sure you get fast efficient repairs

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Repairs and Maintenance Handy Guide

Contents Section 1 Planned maintenance work . . . . . . . . . . . . . . . . . . . . . .23 What we look after . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 Your responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 Section 2 Vital equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24 Emergency, urgent and routine repairs . . . . . . . . . . . . . .24 Reporting repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 Getting in to do the work . . . . . . . . . . . . . . . . . . . . . . . .25 Out-of-hours emergencies . . . . . . . . . . . . . . . . . . . . . . .25 Your guarantee of good service . . . . . . . . . . . . . . . . . . . .25 Section 3 Moving out because of repairs . . . . . . . . . . . . . . . . . . . .26 Decorating inside your home . . . . . . . . . . . . . . . . . . . . .26 When you go away . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 Section 4 More information about the Right to repair scheme . . . . . . . . . . . . . . . . . . . . . . . . . .26 What is a qualifying repair? . . . . . . . . . . . . . . . . . . . . . .27 Section 5 Advice on asbestos in your home . . . . . . . . . . . . . . . . . .27 Section 6 Condensation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 What is condensation? . . . . . . . . . . . . . . . . . . . . . . . . . .28 What’s the difference between damp and condensation? . .28 How to avoid condensation . . . . . . . . . . . . . . . . . . . . . . .28 Please don’t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29 Section 7 Gas safety advice . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29 Gas appliance repairs . . . . . . . . . . . . . . . . . . . . . . . . . . .30 Better safe than sorry . . . . . . . . . . . . . . . . . . . . . . . . . . .30 Carbon monoxide poisoning . . . . . . . . . . . . . . . . . . . . . .30 Gas leaks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30 Section 8 Step-by-step maintenance guide . . . . . . . . . . . . . . .31-42

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SECTION 1

Planned maintenance work A lot of our spending on maintenance is through planned programmes of work. This is the most cost effective way of keeping properties in a good state of repair. Sometimes, we will delay day-to-day repairs until we carry out programmed work, if they are due to take place soon. If this is the case, we will let you know when you report a repair. Whenever planned maintenance work is due to take place for example, outside painting, we will send you details beforehand.

What we look after We must keep your home in good condition. We’re responsible for repairing and maintaining the structure and some items inside your home. We must keep gas fires, central heating, sanitation and the supply of water, gas and electricity in good working order. We must also keep the shared areas in blocks of flats or maisonettes in good repair. These are the most common items that we must keep in a good state of repair: • the structure (walls and structural supports); • fire bricks and firebacks; • the roof; • repairs to heating systems; • windows and glazing; • kitchen worktops and fittings; • external doors and glazing; • door frames and skirting boards; • chimneys; • tiles and other floor coverings, as originally fitted; • window catches; • boundary fences and walls (not including gates); • external door locks; • essential access paths and steps; • pipes, taps and fittings; • drainage, gutters and external pipes; • water tanks and cylinders; • external decorations; • sinks; • cubbyholes and sheds we own; • basins.

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• stairway lighting, entryphone, and shared TV aerials; • shared parts of blocks or flats (corridors, stairways, passages and accessways); • toilet pan, and cisterns; • bath, or showers; • fire equipment; • wiring; • door closers; • switches, lighting and power points.

Your responsibilities You have a duty to take reasonable care of your home. If you don’t, you may have to pay for any damage. For example if you: • cause a blocked drain or sink; • lose or damage your house keys; or • misuse any of the appliances in your home. You will have to pay for the cost of repair or replacement. These are the main things that you must keep in good condition and repair or replace: • keys; • roller blinds and curtain rails; • sink, bath and basin plugs and chains, choked internal pipes and traps, and tap washers; • floor coverings, including laminate flooring; • window and door draught proofing; • cylinder jackets; • internal doors and door furniture; • all decorations inside your home; • minor repairs to kitchen units; • minor cracks in the plaster; • electrical plugs and fuses, and all your fittings and appliances; • dustbins; • light bulbs, fluorescent tubes, fuses, and wired fuses to fuse boxes; • clothes lines or rotary dryers (unless we have provided them in shared drying areas); • internal glazing; • gates and gardens.

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SECTION 2

Vital equipment When reporting repairs, our Maintenance Team may ask you where the stopcock or fuse box is in your home. You can help us to help you by finding the following items and using the box below to make a note of where they are. This will help us respond quickly and more efficiently whenever you report an emergency. If you have trouble finding them, please contact your estate officer. Item

Where it is in the property

Water stopcock Electric fuse box and trip switch Gas-supply lever Gas meter Electric meter

How quickly jobs are done

What is an urgent repair?

Repairs are divided into the following categories: • emergency repairs; • urgent repairs; • non-urgent repairs.

We will respond to urgent repairs which qualify under the right to repair legislation in one day. We will respond to other urgent repairs in five days. An urgent repair is where your comfort is substantially affected or delay may cause the building to deteriorate. These are some examples of what qualifies as an urgent repair: • A partial loss of the water supply. • A partial loss of electricity. • Minor plumbing leaks. • Water leaking into the building. • Minor leaks to sinks. • Renewing electrical switches and sockets. • Repairs to door-entry systems.

What is an emergency repair and what is the response time? We will respond to an emergency repair within 24 hours. To be classified as an emergency repair, there must be a significant risk to health and safety, a risk to buildings, or a risk that other property will be damaged. Here are some examples: • a total loss of electric power; • unsafe, broken or missing electrical fitting (not just faulty); • a total loss of the gas supply; • a gas leak on the property side of the meter; • a blocked, damaged or faulty flue to an open fire or a gas appliance; • a total loss of heating or hot water (between 1 November and 31 March only); • blocked toilet pan, soil stack or foul drain; • a leak from a water-supply pipe, heating pipe, tank or cistern; • a broken window or door which needs boarding up; • a loss of heating or hot water to sheltered houses for elderly people.

Tenants’ Hotline 01634 333601

What is a non-urgent repair and what is the response time? We will respond to non-urgent repairs which do not severely affect your comfort in 10 days. Here are some examples: • Window and door repairs. • Drainpipes. However, general external repairs have a response time of 20 days. Here are some example: • paths; • fences.

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Reporting repairs

Out-of-hours emergencies

When you report a repair, please have the following information ready: • your name and address; • a time and date when we can get into your property; • a phone number where we can contact you; • full details of the repair you need (use this handbook for help). The person taking details of your repair report will tell you when the work should be carried out. If we need to inspect the repair first, they will tell you this when you report the repair. To report a repair during office hours, phone 01634 333601 or email maintenancehousingsupport@medway.gov.uk The office is open between 8.30am and 5.15pm Monday to Thursday and between 8.30am and 4.45pm on Friday.

If you need to report an emergency repair outside normal office hours (Monday to Thursday 8.30am to 5.15pm, and Friday 8.30am to 4.45pm), we have an out-of-hours control centre. The Centre also covers bank holidays. The out-of-hours control centre number is 01634 304400. These are the types of repairs that we would consider to be an emergency. • A total loss of electric power. • Unsafe, broken or missing electrical fitting (not just faulty). • A total loss of the gas supply. • A gas leak on the property side of the meter. • A blocked, damaged or faulty flue to an open fire or a gas appliance. • A total loss of heating or hot water (between 1 November and 31 March only). • Blocked toilet pan, soil stack or foul drain. • A leak from a water-supply pipe, heating pipe, tank or cistern. • A broken window or door which needs boarding up. • A loss of heating or hot water to sheltered houses for elderly people. Please remember that this is an emergency call-out service, not a repair service. We will make sure that no-one is in any danger, but will not necessarily renew items. You must then phone our repair hotline line during normal office hours on 01634 333601 to arrange for a follow-up call from one of our contractors.

Getting in to do the work To carry out a repair, a contractor usually has to get into a property during the day. This is often difficult if you are at work, so it is important to make clear arrangements for access. Once arrangements are made, it is also important that you keep to them. Wasted calls by contractors can prove expensive. We will try to make sure that contractors keep appointments. If you cannot be at home to allow access to a contractor, please give us details of a neighbour who can let them in. If a contractor calls and you are out, they will leave a card asking you to contact us to arrange another visit. If you do not contact us within a week, we will write to you asking you to contact the contractor to arrange a suitable appointment. If the contractor does not hear from you in seven days, we will cancel the job and you will have to report the repair again. If we have told you we will carry out a repair and we don’t do it on time, you must tell us.

Tenants Hotline 01634 333601

Right-to-repair emergencies If your repair is an emergency under the right to repair legislation, the control centre will discuss the issue with you and make the necessary arrangements to carry out the repair as soon as possible. If you phone the control centre and we find that the issue is not an emergency, we will charge you any neccessary costs.

Your guarantee of good service We always try hard to make sure that all jobs are done on time and to your satisfaction. We know that sometimes things go wrong, or that you may not agree with a decision we have made. If you want to make a complaint about the way we handled your request for a repair, the standard of the work or even the people involved, please let us know by phoning the Housing Support Team on 01634 333601. The

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will try to help you. If you are still not satisfied with our response, you can follow our formal complaints procedure. If, you complained to us and we have not carried out the repair, you can take us to court. This can be expensive and you should get independent advice from the Citizens’ Advice Bureau before you decide. SECTION 3

Moving out because of repairs Sometimes repairs are complicated or could make it unsafe for you to stay in your home while they are carried out. This can happen, for example, when major repairs are needed because of structural problems. If this happens, we will offer you other accommodation, either temporarily or permanently. If you need to move for these reasons, we will pay removal fees, re-connection charges and related expenses.

Decorating inside your home You are responsible for decorating the inside of your property. If your decorations are damaged by one of our repairs to your property, we will make good the affected area. We will also make good any drip staining caused by leaks which are our responsibility to repair. If you or a neighbour have caused the water damage (for example, by letting a bath overflow), we have no responsibility to make good the water staining, and the tenant causing the damage is responsible for the costs. This is why it makes sense to have contents insurance. Making good does not mean we will redecorate the entire wall, ceiling or room. It simply means that we will redecorate the affected area to match the existing decorations as closely as possible. Or, we may give you a redecoration voucher to help towards the cost of decorating materials. We will redecorate shared areas in a building.

When you go away If you leave your home unoccupied for more than a couple of days for example, when you go on holiday, you can help protect it by doing the following: • turn off the mains stopcock; • turn off all gas appliances and the immersion heater; • run all hot- and cold-water taps until the flow of water stops; • when you return, do not use your boiler or immersion heater until you have turned the stopcock back on. SECTION 4

More information about the right to repair scheme Some repairs are covered by the right to repair scheme. This means that, by law,we must carry out certain small, urgent repairs quickly and at no cost to you. Qualifying repairs are those which, if they are not carried out quickly, are likely to affect your health, safety or security. A qualifying repair must not cost more than £250. When you report a repair we will decide whether it is a qualifying repair’. In some cases, we may need to inspect the repair to make sure it qualifies under the scheme. If it does, we will give you a repair notice. This will say how long it should take us to carry out the work. If we do not do the work within that time, you have the right to ask that we use a different contractor to do the repair. We will give the second contractor the same period of time to carry out the repair as the original contractor. If the second contractor does not carry out the repair within that timescale, we will pay you compensation of £10, plus £2 for every day the repair is not done after the end of the second timescale, up to £50. We may keep this compensation to pay off any money you may owe us, for example, missed rent payments. Sometimes there may be a good reason why a repair can’t be carried out on time, for example, if you did not keep your appointment to let the contractor in and they could not carry out the repair. If that is the case, we won’t have to pay you any compensation.

Tenants’ Hotline 01634 333601

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What is a qualifying repair? The following is a list of qualifying repairs, followed by a number showing the timescale (in working days) in which the repair must be carried out. Problem Timescale (in working days) A total loss of electric power . . . . . . . . . . . . . . . . . . . . .1 A partial loss of electric power . . . . . . . . . . . . . . . . . . . .3 An unsafe power or lighting socket or electrical fitting . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 A total loss of the water supply . . . . . . . . . . . . . . . . . . . .1 A partial loss of the water supply . . . . . . . . . . . . . . . . . .3 A total or partial loss of the gas supply . . . . . . . . . . . . . .1 A blocked flue to an open fire or a boiler . . . . . . . . . . . .1 A total or partial loss of heating or hot water (between 31 October and 1 May) . . . . . . . . . . . . . . . . . .1 A total or partial loss of heating or hot water (between 30 April and 1 November) . . . . . . . . . . . . . . . .3 A blocked or leaking foul drain, stack or toilet . . . . . . . . .1 The toilet does not flush (where there is only one toilet in the house) . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 A blocked sink, bath or basin . . . . . . . . . . . . . . . . . . . . .3 A tap that cannot be turned . . . . . . . . . . . . . . . . . . . . . .3 Leaking from a water or heating pipe, a tank or a cistern .1 A leaking roof . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 An insecure external window door or lock . . . . . . . . . . .1 A loose or detached banister or handrail . . . . . . . . . . . . . 3 Rotten timber flooring or stair tread . . . . . . . . . . . . . . . .3 The door entry phone doesn’t work . . . . . . . . . . . . . . . .7 The mechanical extractor fan in the kitchen or bathroom is not working . . . . . . . . . . . . . . . . . . . . . . . . .7

SECTION 5

Advice on asbestos in your home What is asbestos? Asbestos is a natural mineral made up of many small fibres. Asbestos fibres are strong and resistant to heat and chemicals. In the past, this led to them being used in a wide range of building materials and products. Why would asbestos be a problem? All materials containing asbestos can be harmful if you breathe in.

Tenants Hotline 01634 333601

Am I likely to have asbestos in my home? If your property is more than 15-years-old, it’s possible that it contains materials made from asbestos. Properties built since the mid-1980s are unlikely to contain asbestos in the fabric of the building. Properties built after 1990 are extremely unlikely to contain asbestos anywhere in the building. Asbestos cement has been widely used as a cladding material and can still be found in garages and sheds. Day-to-day exposure to asbestos Because asbestos has been used so widely in the past, there is a very low level of fibres in the air everywhere. Exposure to this low level of fibres is unlikely to harm people’s health. However, high, short-term exposure to asbestos fibres can happen during DIY work. For this reason, try not to raise dust when working with materials which might contain asbestos, and avoid sanding or drilling. If in doubt, do not touch it. Where will I find an asbestos product or material in my home? It is not always easy to tell whether a product contains asbestos, as modern asbestos-free materials often look similar. It is usually older products that contain asbestos. You may find asbestos in the following places: • asbestos lagging; • warm-air heating systems; • insulating boards; • sprayed asbestos; • asbestos cement; • textured plasters, and materials for stippling ceilings, walls and so on. How do I know if a material contains asbestos? Identifying asbestos products can be difficult. If you think a product contains asbestos, but are not sure, contact the manufacturer or supplier or contact us. Remember, products that contain asbestos can look similar to those that do not contain asbestos. If in doubt, get advice. What should I do about asbestos in my home? Don’t panic if you have asbestos materials in your home. Remember, if the asbestos materials are in good condition, they should not need to be removed. In fact, if people who are not qualified disturb asbestos materials, it could cause more risk to you or your family’s health. Our general advice is not to disturb asbestos materials under any circumstances. If

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Condensation

you think it is essential, contact us. We will employ a specialist contractor to carry out the work. If in doubt, contact us. Dos and don’ts when carrying out DIY If you suspect that you have asbestos materials in your home, you should take extra care when doing DIY. Do not try to carry out work involving sprayed asbestos, lagging or insulating boards, as this must be done by a licensed asbestos-removal contractor. If in doubt, get advice. Do not drill, cut or disturb asbestos unless it is absolutely necessary. Do not scrape or sand asbestos materials before painting and decorating. Some types of asbestos materials are soft and can release large numbers of fibres if they are rubbed or scraped. How should I get rid of asbestos? Asbestos waste is dangerous and highly toxic, and must be got rid of properly. You should never be in a position where you have to get rid of asbestos waste yourself. Remember, it is against the law to put any asbestos waste in the dustbin. You can get more information and advice on asbestos from a number of sources. You can phone our Housing Management Support Team on 01634 333601. You should consult your GP or health board if you are concerned about your own health or the health of a member of your family, and feel you or they have been exposed to asbestos. For general advice on asbestos, you can also phone the Health and Safety Executive on 0845 345 0055. The basic rule is if in doubt, ask …. we are here to help.

What is condensation? Condensation happens when warm moist air and steam come into contact with cold air or a cold surface, creating small droplets of water. Cooking, washing clothes and bathing, will all cause condensation during cold weather. You will see it forming in cold surfaces such as windows, corners and often on walls that face north. The main difference between condensation and damp is that condensation does not leave a 'tidemark' when it dries out. What’s the difference between damp and condensation? Damp is caused by: • leaking pipes, wastes or overflows; • rain seeping through the roof where a tile or slate is missing; • water spilling from a blocked gutter; • water penetrating around window frames; or • water leaking through a cracked pipe. Rising damp is caused by a faulty damp-proof course or because there is no damp-proof course. Rising damp only appears in rooms on the ground floor, and only up to one metre up a wall. Both these causes of damp often leave a tidemark when they dry out. If your home has recently had some kind of repair carried out on it, there might be damp patches on walls because the water used during the work, for example, in plaster is still drying out. If your home is damp for any of these reasons, it may take weeks of heating and ventilation to dry out. Hiring a dehumidifier will help in the worst cases. If you do not think the damp comes from any of these causes, it is probably condensation. How to avoid condensation These three steps will help you reduce the condensation in your home. Produce less moisture • Cover pans and do not leave kettles boiling. Avoid using paraffin and portable bottled-gas heaters as they add moisture to the air.

SECTION 6

Tenants’ Hotline 01634 333601

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• Dry washing outdoors on a line, or put it in the bathroom with the door closed and the window open or fan on. • Tumble-dryers must be vented to the outside air. Ventilate to remove moisture You can ventilate your home without making draughts. • Keep a small window slightly open when someone is in the room. • Ventilate kitchens and bathrooms or fit an extractor fan. • Ventilate cupboards and wardrobes and avoid overloading them as this stops the air circulating. • Where possible, position wardrobes and furniture against internal walls. • If your windows have been recently renewed, open the trickle ventilators. Insulate, draught proof and heat your home Insulation and draught proofing will help keep your home warm and will also cut fuel bills. You can also insulate your loft. Remember to draught proof the loft hatch, but do not block any ventilation under the eaves. In cold weather, keep low background heating on all day, even when there is no-one at home. Please don’t: • block permanent ventilators; • completely block up chimneys. Instead, leave a hole about two bricks in size and fit a louvred grille over it - this work should be done by a builder or a specialist; • draught proof rooms where there is condensation or mould; • draught proof windows in the bathroom and kitchen.

SECTION 7

Gas-safety advice A warm, safe home We employ a fully qualified CORGI-registered gas engineering contractor to carry out all repairs and servicing to gas appliances and systems in our houses. We are responsible for around 5,000 gas appliances. Gas safety Gas is a safe fuel if it is used correctly and treated with respect. Please do the following. • Let our engineers into your homes to carry out our safety checks each year. • Report any problems with appliances to our Housing Support Team and report any gas leak to Transco. You must do this immediately. • Be careful about buying second-hand gas appliances and always buy from a very reputable company. • Don’t reduce or block the ventilation to gas appliances. • Don’t block gas flues or chimneys. • Be alert for any signs of carbon-monoxide leaks. • Don’t carry out any DIY work to any gas appliances, leave it to the experts. Apart from being dangerous, you could also be breaking the law.

First steps against mould Treat any mould you may already have in your home. Use a product that has been approved by the Health and Safety Executive and always follow the manufacturer’s instructions. Disturbing mould by brushing or vacuum-cleaning can increase the risk of breathing problems. The only lasting way of avoiding severe mould is to get rid of dampness. You can carry out some of these measures at very little cost.

Tenants Hotline 01634 333601

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Gas appliance repairs Our gas engineers handle repairs to central heating systems, central heating boilers and gas fires. They only deal with gas fires and cookers if they have been installed by and belong to us. You are responsible for arranging for your own gas appliances to be repaired and serviced. If a gas appliance that we own needs to be repaired, you should report this to our Housing Management Support Team by phoning 01634 333601. When the office is closed, you must phone the emergency number on 01634 330044. You should report gas leaks to Transco immediately on 0800 111 999. Gas servicing We are responsible for carrying out a yearly safety check on all the gas appliances belonging to us in our houses. Better safe than sorry Faulty appliances can cause explosions and can also give off poisonous carbon-monoxide fumes, which can kill. We have a legal duty to make sure all our gas appliances are checked every year by properly qualified gas engineers. You also have a legal duty to allow our staff into your home to carry out these checks. If you do not allow access, our staff have the legal right to break in to do the work and to charge you the cost of putting right any damage that causes. Carbon monoxide poisoning About 30 people a year die accidentally from carbon monoxide poisoning because of gas appliances. Carbon monoxide is a poisonous gas which has no colour, taste or smell. The symptoms of carbon monoxide poisoning are similar to those of flu and other viral infections, and include aches, drowsiness, weakness, headaches and nausea (feeling sick). If anyone in your home has any of these symptoms while a gas appliance is being used, stop using it until it has been checked and consult a doctor.

So what can I do? • Allow us access to service all gas appliances. • Do not tamper with any gas appliance. • Call us if you have any concerns. Once a year When the safety check is due we will send you a card suggesting an appointment time. If this is not convenient, we will ask you to contact us or the contractor to arrange an alternative time. If you are not in as arranged, the engineer will leave a second card, asking you to contact us to arrange another time. If we do not hear from you, we will send another letter explaining why it is vital that the safety check is carried out, followed by a request that you contact us immediately. Final notice If we still hear nothing, we then issue a formal final notice, warning that we will take legal action to get into your home. If, in the , we are forced to break in to carry out the safety check, we will charge you the cost of gaining entry.

Gas leaks If you smell gas, phone Transco immediately on 0800 111 999. In the meantime: • turn the gas off at the meter; • open the windows and doors to let the gas out; • put out any naked flames; and • do not turn any electrical switches or sockets on or off. Where can I get more gas safety advice? Phone our Housing Management Support Team on 01634 333601. Or phone the Health and Safety Executive Gas Safety Advice Line on 0800 300363.

Carbon-monoxide poisoning can affect the way the brain works, so people affected can’t always tell that anything is wrong or take any action before it’s too late.

Tenants’ Hotline 01634 333601

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you can help us to help you SECTION 8

Step-by-step maintenance guide This section contains an easy-to-follow guide explaining some of the common parts in your home. So, if you need a repair, you can give us accurate information about what it is and where it is, helping us to give you a fast and efficient housing maintenance service.

5 Gate valve

WATER: Shutting off your water supply At times you may need to turn off your stopcock. You should know where your stopcock is. It is wise to test it twice a year. You can do this by shutting it off to check it closes, then opening it fully. Then close it slightly by turning it back towards off. Some items, such as a toilet cistern, have their own isolation valves, so the water supply to this item can be turned off without it affecting anything else in the property. If this is not the case, you may be able to turn the supply off at gate valves on the pipes coming from the cold water tanks.

Tenants Hotline 01634 333601

Stopcock

Leaks Before you phone us: • If the water is collecting near electrical fittings, turn off the electricity at the mains. • If you’ve shut off your water supply, remember that you may have to turn off your central heating system and immersion heater. What we need to know when you phone us • If you have a leak, can you see where the water is coming from and which item of equipment is affected? • Is it the cold or hot water supply? • How serious is the leak? • Are your electrics affected? Note If you have had to shut your water supply off, it may be important to turn off the heating system.

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TOILET Sometimes a cistern will overflow. If it does, you may take temporary action. This is described on the page dealing with overflows.

Handle

There can be a problem with the cistern, causing it not to fill up. If you lift the lid, you may be able to see if this is the case.

Water-supply pipe

A leak can happen on the flush pipe, or the joint between it and the pan (the cone joint).

Seat cover Cone joint Soil pipe

Seat

A leak can happen at the soil joint. A toilet that will not empty when flushed is possibly blocked in the pan outlet.

Pan

Running overflow Overflow

Float

Ball valve

Syphon

Piston

Before you phone us • You can take temporary action while waiting for your toilet overflow to be repaired. You can tie the float in the up position, as shown in the diagram. This closes the ball valve and will shut off the water supply to the cistern.

What we need to know when you phone us: • Which overflow is causing the problem, for example, the toilet, the cold-water tank and so on?

• Turn off the cold-water supply at the stopcock.

• Is the overflow running continuously?

Tenants’ Hotline 01634 333601

• Where does the overflow run out, for example, outside?

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The toilet will not flush Before you phone us • Has the water authority said that the water is going to be turned off? • Lift the lid on the cistern to see if the flushing arm has become detached from the syphon. What we need to know when you phone us • Is it the only toilet in your home? • Is the cistern filling properly? • Is the cold water supply running? • Are there any broken parts inside the cistern?

The toilet is leaking Before you phone us • Try to prevent the leak from causing more damage. • Turn off the cold water supply at the stopcock. What we need to know when you call us • How serious is the leak? • Is the pan cracked or are any pipes or joints leaking? • Does the toilet only leak when it is flushed?

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SINKS, BASINS, BATHS AND SHOWERS Faulty tap Traditional pillar tap The tap head (1) or handle (also known as a lever handle) might be loose, or perhaps the retaining screw (2) is missing. Sometimes a tap will not turn off properly, because of a worn washer (3).

A tap can also be loose or leaking at the base (4). 2

wn as a Various problems can ps the occur with taps (for example a slow drip erly,shows that a which new washer may be needed).

s (for a

5 3

4 call us

Before you phone us • Find the stopcock as you may need to turn the water off. What we need to know when you call us • What type of tap is it? • Where is the tap, for example, in the bath, sink, wash basin? • What is the exact problem, for example, a loose handle, dripping tap and so on?

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Various problems can happen with taps (for example, a slow drip showing that a new washer may be needed).

SINKS Blocked sink To clean a trap, unscrew the relevant sections and clean them out. Before unscrewing them, you should make sure that both taps are turned off and you put a bucket or a bowl underneath to catch water. When replacing the cap, make sure it is tightly fitted.

All wash basins are fitted with a trap. Many have a bottle trap like this one, which can easily be cleaned if there is a blockage.

Supply pipe

Waste pipe

Damaged sink or basin

BATHS

What we need to know when you phone us • Is it your kitchen sink or bathroom wash basin that is damaged? • What is the problem, for example, a blockage, leak or crack? • If the leak is on a supply pipe, is it the hot or cold one? • If the sink is blocked, what type of trap is it? Have you tried to clear it yourself? • How did the damage happen?

Before you phone us • Check where the leak is coming from, for example, the overflow, waste pipe or supply pipes. • Check the sealant between the bath and splashback tiles as water can seep through here. What we need to know when you phone us • If there is a leak, what pipe is it on? • If the leak is on the supply pipe, is it the hot one or the cold one? • If there is a problem with an overflow pipe, where does it empty out? • If the splashback tiles are broken, how many tiles are affected? • Has the leak caused any damage in your home? Damaged sealant between the bath and the splashback tiles will need attention to prevent water seeping through.

Baths Splashback tiles

Sealant

handy guide - Section 8 Bath panel

Overflow pipe Waste pipe

Leaks will be noticeable from the: overflow if the bath is overfilled; waste pipe when the bath is emptied; or supply pipes (at all times).

Tenants’ Hotline 01634 333601

Supply pipe

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ELECTRICS Power failure

Electric fittings

Miniature circuit breakers (MCBs) Switch off automatically if there is a fault on the circuit. Before you phone us • Check if your neighbours’ homes are affected. If so, phone your local electricity company. You’ll find the number in the phone book under Electricity. • Find your mains electric switch. In most properties it includes an automatic switch-off device called a residual current circuit breaker (RCCB). This is a large switch marked ‘ON/OFF’. The RCCB switches off automatically if a situation creates a possible shock or fire risk. If the RCCB has switched off automatically, you should do the following: • Switch off all miniature circuit breakers (MCBs). These are smaller switches marked ON/OFF. • Return the large RCCB switch to the ‘on’ position. • Switch on each MCB in turn until the RCCB automatically switches off. • Switch off and unplug any appliance connected to that particular circuit - they are usually labelled. In this way, you can find the faulty appliance. If the RCCB or MCB switch does not return to the ‘on’ position, there could be a fault in your circuit. You should report this to us.

Lighting Lighting

Please remember to take care with electrical equipment and fittings. You should report problems such as flickering lights and overheating sockets without delay. Before you phone us • Make sure a fuse hasn’t blown or a circuit breaker hasn’t switched off. • Make sure the problem isn’t an obvious one, for example, a new bulb or broken light fitting. • Make sure the plug sockets are working. • Make sure a fuse hasn’t blown or a circuit breaker hasn’t switched off. What we need to know when you phone us • What the problem is. • Does the problem just affect one room? If so, which? • Were you using a particular appliance at the time of the power failure? If so, have you checked the plug fuse or is the appliance faulty?

Power sockets Before you phone us • Check it isn’t your appliance that’s faulty by plugging it into another socket • Make sure a fuse hasn’t blown or a circuit breaker hasn’t switched off. What we need to know when you phone us • Were you using a particular appliance at the time of the power failure? If so, have you checked the plug fuse or is the appliance faulty?

Fluorescent lights normally last a long time. If they flicker when you turn them on, it could be because the starter switch is faulty.

Tube Bayonet fitting

Diffuser Pullcord

Fluorescent strip light

Tenants Hotline 01634 333601

Batten holders

Pendant lamp holder

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heaters WaterWater heaters 1

There will often be a temperature control switch (1) at the top of the immersion rod, or a cylinder thermostat (2) might be fixed to the outside of the cylinder.

If an immersion heater is fitted, there will be a nearby power switch and perhaps a timer.

It is common for homes to have a hot-water cylinder. Water may be heated by an immersion rod (3).

You may have other types of heater in your home, such as a gas-fired instantaneous water heater.

It is also common for hot water to be fed to the cylinder from a boiler that is independent of, or part of, a central-heating system.

What we need to know when you phone us • What type of heating system do you have? • Do you have hot water at any time, or not at all? • Is the water cylinder hot, even when hot water is not coming through the taps? • Do you have other ways of heating water in your home? • Do you have water supply problems? You can report heating-system repairs straight to our contractor. You should have their phone number, but if you don’t please phone the repairs team on 01634 333601.

Tenants’ Hotline 01634 333601

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HEATING SYSTEMS The radiator does not heat up If radiators are not heating up, it might be because air is trapped in them and you should try to bleed them. This is easily done with a radiator key. Make sure you don’t open the valve any more than is necessary to let air out. When the hissing noise stops and the water appears, the radiator is free of air and you should close the valve tightly.

Bleeding a radiator

Storage heater

Thermostatic valve

Central-heating pump

Before you phone us • Try bleeding the radiator, as shown in the diagram. • Make sure the radiator valve is turned on fully.

What we need to know when you call us • Have you tried to bleed the radiator? • Is the room thermostat set high enough?

Faulty boiler

Storage heater

Before you phone us • Check to see if the power is still on. • Has the pilot light gone out? • Is the boiler thermostat set high enough? • Is the room thermostat set high enough?

Before you phone us • Make sure the socket is turned on. • Are the heating controls high enough? What we need to know when you phone us • What’s wrong? • Which heater is it? • What make and model is it? • Are there any other problems with your electricity supply?

What we need to know when you phone us • What type of heating system do you have? • What type of fuel does the system use? • Does your heating system also provide the hot water? If so, are you without both services? • Have you checked the thermostat, timer or fuses? • Do you have any aother ways of heating your house or getting hot water? • Are there any people living with you who are ill or very young or very old?

Tenants Hotline 01634 333601

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DOORS Doors Frame Glazed panel

Night latch

Striking plate

Mortice lock Door stop Letterplate

Weatherboard

Flush

Panelled

Partly glazed

Fully glazed

The door is jammed or sticking

The glass in the door is broken

What we need to know when you phone us • Which door is affected? • Have you a security system? • If the door will not close properly, has it been recently painted, or does it show signs of warping (bending)? • Is there any damage to the frame, locks or door furniture? • If a glazed panel is broken, what type of glass is it and how was it broken? • What type of door is it? • Are you unable to get into your home? • Have you had any new carpets fitted recently?

What we need to know when you phone us • Which door is it? • How was it broken? • Is your home no longer secure? • What type of glazing is it, for example, single or double? • What type of glass is it, for example, clear or patterned? • What is the door made of?

Tenants’ Hotline 01634 333601

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LOCKS

Mortice lock

Mortice latch

Night latch (Yale lock) The striking plate should be fixed to the door frame. (see door diagram) If the lock is sticking, you might try lightly oiling it through the keyhole.

Rim lock

Rim deadlock

If you have lost or broken your key, we may be able to gain entry and change part of the lock.

What we need to know when you call us • Which lock is affected and is there a second lock to the door? • What type of lock is it? • Has the door been forced open? • If the lock needs refixing, what is the door made of, for example, wood or plastic? • Do you have a security problem?

Tenants Hotline 01634 333601

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WINDOWS Windows Pivot hinge

Sash cords Catch Stay

Pivot window

Fastener

Stay

Vertical or box sash window

Casement window

Broken window pane What we need to know when you phone us • Is the window single - or double glazed? • Is it clear or patterned glass? • How did the damage happen? • If you don’t know who broke your window, please get a police crime report number before you report the breakage to the repairs’ hotline.

ROOFS, DRAINS AND WASTEPIPES Tiles or slates are missing Before you phone us • If there is water leaking into your house which could affect the electrics, switch off the power at the mains. What we need to know when you phone us • How many storeys does your home have, include any loft? • Can you see where the slates or tiles are missing. If so, how many are missing? • Is water coming in through the ceiling? If so, which rooms are affected and is it happening all the time?

Chimneys Horizontal sash window

The window frame is jammed or sticking What we need to know when you phone us • What type of window is it and what is it made of, for example, plastic, wood or metal? • Which floor is it on and which room is it in? • Are there any apparent problems, for example, loose or missing putty, rot in the frame and so on? • If you have difficulty closing a window, has it recently been painted, or does it show signs of warping (bending)?

Tenants’ Hotline 01634 333601

What we need to know when you phone us • Is the damage affecting the brick, chimney pot or leadwork? • Is the chimney shared with next door? Chimney pots

Stack

Lead flashing

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Damage to a flat roof

Drains or wastepipes are blocked

Before you phone us • If there is water leaking into your house which could affect the electrics, switch off the power at the mains. What we need to know when you phone us • What part of the roof is damaged? • What type of roof covering is it? • What is the rough size of the damaged area? • Is water coming into your home?

Before you phone us • Have you checked to see if you can clear the blockage yourself? What we need to know when you phone us • Where is the blockage? • Is soiled water backing up in your toilet? • Is there any damage to your home? • Is there any flooding from an inspection chamber?

Gutters and rainwater pipes

Wastepipes are leaking

• A rainwater pipe may lead into a hopperhead, which can sometimes become blocked by leaves. • The running outlet of a gutter can also become blocked by leaves. • Each section of the gutter is supported by gutter brackets, which may be broken. • Rainwater pipes can leak at seals and joints. • Rainwater pipes are fastened to the wall by pipe clips, which can sometimes become broken. • The shoe of the rainwater pipe helps rainwater flow into a gully, where leaves and other rubbish may cause blockages.

Before you phone us • Try to prevent the leak from causing any more damage What we need to know when you phone us • Where is the leak and what is affected? • How serious is it?

What we need to know when you call us • Is the gutter blocked? If so, can you see where? • Do you know what material the damaged part is made of, for example, iron or plastic? • Is there a leak on the gutter or rainwater pipe? If so, where is it, for example, on a joint? • If the guttering is broken, how many sections are affected?

Walls and ceilings The two most common problems that happen with walls and ceilings are with damp and the plaster.

Damp • Damp patches on ceilings may be caused by plumbing equipment leaking or rainwater getting into the house. • Damp coming in from outside walls will only appear on external walls, often near windows or close to gutters on rainwater pipes. • It is helpful to know whether the damp appears only when it rains or all the time. • Rising damp is caused by water from the ground getting into damp proof courses. • This sometimes causes floor tiles to lift and discoloured patches to appear on walls. • Mould on walls can often just be wiped clean, but you should report it if it becomes serious. Stopend outlet

3 2

4 5 Internal angle 1 6

Tenants Hotline 01634 333601

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Plaster

Uneven stairs

You should report a bulging ceiling immediately. There could be several causes of plaster flaking off walls or ceilings. Usually, we will need to inspect the problem to find the cause and decide what action to take. Many buildings experience some minor movement, which can cause plaster cracks. Try to be as specific as possible when describing these. You should report cracked or fallen plaster on outside walls, giving as much detail as possible. If you are reporting loose, broken or missing tiles, such as in bathrooms, tell us how many are damaged or missing.

What we need to know when you phone us • Is it inside your own home or are the stairs shared? • What is the rough size of the area where the stairs are uneven? • Are the stairs wood or concrete?

n you call us

STAIRS e area where the stairs are uneven? Loose floorboard r are the stairs shared?

Wall string Tread Nosing Riser Handrai

n you call Whatuswe need to

What we need to know when you phone us • Where it is? • Is it inside your own home or are the stairs shared? • What is the rough size of the area where the balusters are broken?

KITCHEN UNITS A cupboard is damaged

ete?

sters

Broken or loose balusters

Baluster

know when you phone us Newel post • Where is it? r are the • stairs What isshared? the rough size of the area where the boards are loose?

What we need to know when you phone us • Which unit is it? • Which part is damaged? • What is the size and colour of the unit? • How did the damage happen? • If the handles are broken, what type are they?

The sink unit is leaking What we need to know when you phone us • Where is the leak? • If it’s from a supply pipe, is it the hot-water or cold-water pipe?

The sink unit is blocked Before you phone us • Have you tried clearing the blockage yourself? What we need to know when you phone us • What caused the blockage? Drainer

Shelf Hinges Sealants Worktop

Catch

Wall tiles Sink

Sink unit

Tenants’ Hotline 01634 333601

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How you can play a part

Tenants Hotline 01634 333601

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How you can play a part

Consulting residents As a tenant or leaseholder, you have a right to be consulted on matters that involve a major change of policy or practice in: • managing and providing housing services; • maintaining and improving housing stock.

We run a good-quality housing service that We do our best to make sure that you receive information is value for money. To make sure we can maintain these standards, you need to tell us about proposed changes that may affect you and that we take account of your views. where we are going wrong and where we can do even better. This will help us make sure that we don’t make the same mistakes Involving tenants twice and that we continuously improve the As a tenant or leaseholder, you have the right to represent your area. This may be as simple as representing yourself service we give you. and others as a street voice, or working with your We believe the more we involve our tenants in what we do, the more satisfied you will be with the services we offer. This is why we give you plenty of opportunities to work with us. If you want to play an active role in developing new tenant services or housing management, we will give you all the help and support we can.

neighbours to develop or run a tenants’ forum. However large or small, your group can then begin to play an important role in providing your housing services. There are many benefits to be gained from tenants becoming actively involved in running their estates. For example: • representing tenants’ views on the standards of service, tenants’ associations can help improve the service; • it can lead to greater tenant satisfaction; • it can lead to tenants getting a service that is better value for money. We are committed to helping people set up, and to developing, tenants’ groups. To help all tenants do this, we have joined the Tenant Participation Advisory Service (TPAS) as full members. This means that any Medway tenant or leaseholder can get free advice on any issue relating to their tenancy by phoning 0500 844111. If you would like more information on either becoming a street voice or setting up or joining a tenants’ forum, please contact the MeRGe office on 01634 570037. It will be able to arrange for you to receive all the advice and help you need.

Tenants’ Hotline 01634 333601

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MeRGe (Medway Residents’ Group) All tenants and leaseholders can have their views represented when MeRGe tenant representatives regularly meet councillors and senior housing officers, usually every month. MeRGe gives us tenants’ opinions on issues of policy, practice and standards of housing services. Each representative also has an opportunity to raise any problems in his or her local area. We can then tackle these problems. Do not worry if there is already a representative for your area. Existing tenant representatives will be pleased to receive your help and support. Representitives are elected each year, so you will have an opportunity to take a turn in being a MeRGe representative. For more information about these meetings, phone the MeRGe office on 01634 570037 or write to: MeRGe, 1 Canterbury Street, Gillingham, Kent.

Your right to manage As part of the Citizens’ Charter scheme, you have the right to have a say in how your home is managed. This is called the right to manage. The right only applies to council tenants and leaseholders. We manage our council estates. This means we are responsible for: • collecting rent and service charges; • organising repairs and maintenance; • making sure buildings are kept clean and tidy. Under the right to manage, a tenants’ and residents’ association could, with our and the government’s help, take over the running of those services. You can get a leaflet with more information from Housing Services. You could also contact TPAS.

Tenants Hotline 01634 333601

www.medway.gov.uk/housing

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The Housing Service promise

Tell us what you think

We are committed to provide a quality housing service which we work to continuously improve. This is set out in our housing strategy and in the targets in our housing performance plan. If you would like a copy, please call the number below. We are determined to provide customers with the highest standard of customer care.

We hope the services you receive from us are of the quality you expect. However, we know there may be times when you feel unhappy with the service you receive or you may want to make a suggestion about how we can improve it. We also hope there will be times when you would like to tell us when you are happy with a service.

The Housing Team has developed a customer care charter to support this. Our aim is to constantly achieve standards set out in this charter. If you would like a copy, please ask your neighbourhood housing officer or ask housing reception at Chatham Contact Point.

Your complaints and compliments are important to us. They may help us to improve our services. The people who can best deal with any problems you have are those who directly provide the service. Let a member of staff know that something is wrong and they will try to sort it out straightaway wherever possible.

How are we doing? We closely monitor our performance and set ourselves targets to make sure that you receive a high standard of service. We will let you know how we are performing in Housing Matters, our tenants’ magazine and at housing reception in Chatham Contact Point.

If they cannot sort things out, or if you are still not happy with the way we are handling your concerns, you can make a complaint. It is best if you make the complaint to the member of staff you have been dealing with or to their supervisor or manager. You can do this by writing a letter or speaking to the member of staff, either face-to-face or on the phone. They will be able to give you a leaflet that explains the whole complaints procedure.

Accessing our services To make sure all our tenants can access our services we will: • promote how to access our services in different languages and formats; • translate our literature into different languages and formats if you ask us to; • arrange for signers or interpreters, as appropriate, to be present at interviews if you have hearing difficulties; • arrange for a translator to help you if English is not your first language.

Tenants’ Hotline 01634 333601

www.medway.gov.uk/housing

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Improving your home

7 Tenants Hotline 01634 333601

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Improving your home Do I need permission to make improvements? Yes. Before you leap into action with power drill, saw and sander and make any improvements to your home, you must get our permission in writing. We’ll need to know the exact details of what you are planning to do. If we refuse to give you our permission, you have a right to appeal to the county court.

Your right to compensation for improvements As part of the Citizens’ Charter scheme, we introduced a new right to compensation for council tenants for home improvements from 1 April 1994. This means that when your tenancy ends, which is usually when you move, you may be able to get some compensation money from us to partly cover the cost of the improvements made to your home. The right to compensation applies to nearly all council tenants. If a tenancy ends because of the death of the tenant, or other special circumstances, you can still claim compensation. You will not get compensation if you are buying your home through the right to buy, because improvements are not included in the price you pay for the property.

Tenants’ Hotline 01634 333601

What kind of improvements can I get compensation for? The right to compensation applies to the following improvements. Type of improvement Notional life (years) Bath or shower 12 Wash basin 12 Toilet 12 Kitchen sink 10 Storage cupboards in the bathroom or kitchen 10 Work surfaces for preparing food 10 Space or water heating 10 Thermostatic radiator valves 7 Insulating pipes, water tanks cylinders 10 Loft insulation 20 Cavity wall insulation 20 Draughtproofing outside doors and windows 8 Double glazing or other window replacement or secondary glazing 20 Rewiring or providing power and lighting or other electrical fittings, including smoke detectors 15 Security measures 10

What can I claim compensation for? You can claim compensation for the cost of materials but not appliances such as cookers or fridges, and labour costs, but not your own labour. You will need to give us an invoice showing how much your improvements cost. If you have not got an invoice, tell us straightaway and give us a rough idea of the total cost. If you make a false , for example, if you claim for an improvement you haven’t actually made or if you claim for more than the real amount, we can take you to court.

www.medway.gov.uk/housing

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How do I get compensation? You should include your claim for compensation with your letter telling us that you want to end your tenancy. However, you will have up to 14 days after your tenancy ends to make a claim. So we can decide how much compensation you will get, we will need to know: • your name and address; • what improvements you have made; • how much each improvement cost; • the date the improvements began and finished.

How do you work out my compensation? We will inspect your property and check the cost of your improvements. The value of any improvement will go down as it gets older and as you get more use out of it. This is known as its notional life (see the list opposite). We may give you less compensation if we think the cost of the improvement was too much or the quality is higher than it would have been if we had done it ourselves. We may also adjust your compensation, up or down depending on the condition of the improvement when you claim. We can also take off any money you owe us from the compensation you get when your tenancy ends. You can get up to £3,000 for any one improvement, but you will not get any compensation if the amount is below £50.

What if you won’t pay any or part of my claim?

You can ask us to reconsider our decision using our complaints procedure. You also have the right to take us to court, but you should get advice from a solicitor or your local Citizens’ Advice Bureau first. You may also be able to get legal aid.

How to find out more To find out more about improvements to your home and claiming compensation, phone our Housing Management Support Team on 01634 333601.

Tenants Hotline 01634 333601

www.medway.gov.uk/housing

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Tenantsâ&#x20AC;&#x2122; Hotline 01634 333601

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Your RENT

8 Tenants Hotline 01634 333601

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Paying your rent

Paying your rent Your rent is due every week. You must pay it on time. To help you do this, we offer you several ways of paying your rent, so you can choose the one that suits you best.

Are you paying your rent? As a Medway Council tenant you are responsible for paying your rent

in full and on time. In 2007 we started legal action against 229 tenants and 18 tenants were evicted

from their homes. Don’t let this happen to you.

Ways to pay • Allpay cards: Payments can be made in all post offices and at any place dis playing the PayPoint or Pay Zone sign.

• Allpay text: Register your phone and credit/debit card at www.allpayments.net/textpay and send a text. • Standing order: Contact your neighbourhood housing officer for a standing order form.

• Credit/debit card: Payments can be made by phoning 01634 33128/332803.

££

• In person: Payment by cash or cheque can be made in person at the following times at the offices shown below:

• Post: Cheques/postal orders made payable to Medway Council and crossed A/C payee only may be posted to Gun Wharf, Dock Road, Chatham Kent ME4 4TR. Please write your name, address and tenancy reference number on the back

Chatham contact point Monday to Thursday - 8.30am to 5pm, Friday - 8.30am to 4.30pm

• Online: Log on to www.medway.gov.co.uk/onlinepayments

If you have any problems paying your rent on time or have any queries, please contact your estate officer who will be willing to help.

Don’t risk court action, eviction and a county court judgement against you.

Tenants’ Hotline 01634 333601

www.medway.gov.uk/housing

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Rent-free weeks

Rent arrears

The way we work out your rent for the year means that there are normally two weeks when you will not have to pay any rent. We normally try to arrange it so your rent-free weeks fall at Christmas. We will tell you each year the exact dates of the rent-free weeks. If you are in arrears, you will still need to make debt payments during this two-week period.

It is essential that you pay your rent on time. If you are having difficulties paying your rent, please contact your neighbourhood housing officer immediately.

Rent statements We will automatically send you a statement of your rent account every three months. The statement shows all the charges made to your account, and all the payments we received, including housing benefit. If you need to check the balance on your account at any other time, contact your neighbourhood housing officer.

Housing benefit If you cannot afford the full rent on your home because you are out of work or you are on a low income, you may be able to receive housing benefit to help you pay. If you think you may be entitled to receive housing benefit, you should make a claim straightaway, as payments cannot normally be backdated. You can get claim forms from our Chatham contact point. You can also phone the housing benefit office helpline on 01634 332222 for more information. To work out what benefit you receive, Housing Benefit officers will take account of your income, your rent and your family circumstances. Please make sure you let the Housing Benefit officers have all the information they need as soon as possible. If you do not return your forms within the specified time, you will not receive any benefit. The Housing Benefit Office will tell you how much benefit you are entitled to, and make the payments straight into your rent account. If the Housing Benefit you receive does not cover the full amount of the rent due, you will have to make up the difference.

Tenants Hotline 01634 333601

Your neighbourhood housing officer will be able to visit you or make other arrangements to see you and discuss the problem in confidence and will give you as much help and advice as possible. To prevent you from being evicted, we will normally try to come to an agreement with you to clear your arrears in regular amounts, on top of your weekly rent. We take a firm approach towards tenants who do not pay their rent or who fail to keep agreements to repay any arrears. We will take legal action to recover the debt. This could lead to you losing your home. We have a summary of our rent arrears procedure. You can get a copy of this from your neighbourhood hhousing officer. We will not normally re-house you if you are evicted from your home because you have deliberately not paid your rent.

Financial difficulties If you are having money problems, it is important that you donâ&#x20AC;&#x2122;t ignore it. Help and advice is available. If you are having financial difficulties, you may be entitled to other benefits as well as housing benefit. Advisors at the Benefits Agency can give you guidance. We have worked in partnership with the Citizensâ&#x20AC;&#x2122; Advice Bureau and produced a debt advice pack. This is a useful self-help pack to help you work out your finances. The pack gives useful ideas for letters to write to people you owe money to and gives tips on sorting out your priority debts first and how to work out a realistic payment plan for other debts. The debt pack is available from your neighbourhood housing officer, please contact and request a pack. It is also available at Chatham contact point.

www.medway.gov.uk/housing

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Setting and changing the rent Your rent contributes towards the cost of supplying, managing and maintaining council homes. Each year, we consider how much we need to run the Housing Service and set the level of rent as a result. For your protection, increases in rent are restricted by government regulations to prevent landlords setting unreasonably high rents. Your individual rent also depends on things such as the size, type and age of your home and on improvements that we may have made, such as installing double glazed windows. There may be extra charges included in your rent such as rent for a garage, a shared cleaning service or warden services. The amount of weekly rent you pay is shown on your rent statement. We normally review your rent every year. We will tell you in writing four weeks before any change takes place.

Other charges You pay council tax separately from your rent. The Council Tax team will send you details each year. You are responsible for paying your water rates, electricity, gas and any other charges straight to the individual companies that provide them.

Tenantsâ&#x20AC;&#x2122; Hotline 01634 333601

www.medway.gov.uk/housing

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Moving on

Tenants Hotline 01634 333601

www.medway.gov.uk/housing

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Moving on Do you want to move? Here’s what to do when the time comes to move to a new home.

Transfers If you would like to move to another Medway Council home in the area, you can do so through a transfer. To do so, you must apply to go on our register of housing need. We advertise properties through Medway HomeChoice, and you will need to express your interest in a property. We offer properties to the tenant with the highest housing need. To apply to go on the register of housing need, you must have lived in your council property for at least three years. Before we can offer you a transfer: • the property you live in must be in a good state of repair and decoration; • you must have paid your rent in full and on time for the past six months; and • you must have paid any other debts.

Tenants’ Hotline 01634 333601

To apply for a transfer, you should ask for a register of housing need form at housing reception at Chatham contact point, or your neighbourhood housing officer will post one to you. You will also receive a leaflet explaining how we assess transfer applications and make offers. It is impossible to say how long it will be before we make a transfer offer.

Mutual exchanges This is another way you can move to another council or housing association property. A mutual exchange is where you swap your council home with a tenant from another council or housing association. A mutual exchange can be agreed anywhere in the country. We have lists of people who are interested in exchanges and we can add your details to the list. To be eligible, you must be up-to-date with your rent and your property must be in a good state of repair. You should also make sure that the property you are moving to is in good condition, as you will take on all the responsibilities for damage or alterations to the property caused by previous tenants. Tenants of properties with built-in adaptations for people with disabilities, or tenants of sheltered housing for older people, can only exchange with someone who needs this type of property. You will need our permission to exchange. If you want to exchange with the tenant of another landlord, you will need our permission and that of the other landlord, in writing.

www.medway.gov.uk/housing

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If somebody applies for succession, they must write to us within a month of the secure tenant’s death. If, following a succession, the property is under-occupied, for example, the house has two bedrooms but only one person lives there and the successor is someone other than your husband or wife, we may ask them to move to smaller accommodation.

Assignment

For advice on how to exchange and for full details of the process, please contact your housing officer. HOMES Housing Organisation Mobility and Exchanges Services (HOMES) is a government-funded service to help tenants move from one area of the country to another. You can get details about mutual exchange schemes and HOMES by phoning Housing Services on 01634 333600 or email housing@medway.gov.uk.

Ending your tenancy If you want to end your tenancy with us, you must: • give us at least 28 days’ notice in writing that you intend to end your tenancy. This notice must end on a Monday. This doesn’t apply if you are moving to another of our properties or to a nursing or residential care home. To help you, there’s a suggested notice letter at the end of this section; • allow council staff into your home so they can inspect and assess the condition of your property; • make sure that your rent is up to date before you leave; • Give us your new address in case we need to contact you. We will keep this information strictly confidential; • make sure that you remove all your belongings and leave your home neat and tidy. If we have to clear your belongings, we will have to charge you for the cost of doing so; • leave the property secure, with all the windows and doors shut.

Tenants Hotline 01634 333601

You are not normally allowed to pass on, or assign, your tenancy to anyone else without our permission in writing. If you do, we will usually take court action to evict whoever is living there. You can only assign your tenancy under the following circumstances: • following a court order as part of divorce or separation proceedings; • if we have approved a mutual exchange; • if you want to pass on your tenancy to someone who would have been a ‘successor’ if you had died, and if you are not receiving any more help from us, such as a transfer.

Right to buy If you have lived in a council home for at least two years, you have the right to buy the home you are living in at a discount. The amount of discount you are entitled to depends on how long you have been a qualifying tenant. Phone the Finance Team on 01634 333219 for details of our right to buy scheme.

DIYS0 Do-it-yourself home ownership (DIYSO) gives you the chance to buy a home privately on the open market. You cannot buy a Medway Council home, but you can buy a property of your choice through a housing association. Shared ownership means that you buy a share of the property and you pay rent on the rest. You can then increase your share of the property until you own it outright. A number of local housing associations run DIYSO schemes in this area. For more details, phone Housing Services on 01634 333600.

www.medway.gov.uk/housing

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Example of a letter ending your tenancy;

Date: Dear Housing Officer My name and address is: I want to end my tenancy. I understand the following. • I have to give you four weeks’ notice before my tenancy can end. • The notice period has to end on a Monday. • Unless you receive this letter on a Monday, my notice will not start until the following Monday. • I am responsible for paying the rent until the end of my notice. • During the period of my notice, you may make an appointment with me to visit my home to show people around and inspect the property. • If I leave the property before the end of my notice period, I must let you know. • I must give my keys back when I leave, by 10am on the Monday morning on which my tenancy ends. My new address will be:

Yours faithfully

Tenants’ Hotline 01634 333601

www.medway.gov.uk/housing

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energy saving trust

Energy Saving Help and Advice Interested in making your home more efficient and cutting your energy bills? With help and advice from the energy saving trust you could be entitled to a grant for: ●

Cavity wall insulation

●

Loft insulation and draught proofing

The energy saving trust can also offer advice on quick win changes to your way of living that will save you money. Ever wondered how much energy is used leaving the television on standby? Did you know energy saving light bulbs last 10 times longer than ordinary bulbs? For free, independent and local energy saving advice please call

☎ 0800 512 012

or visit www.energysavingtrust.org.uk

Tenants Hotline 01634 333601

www.medway.gov.uk/housing

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What is floating support? Floating support is a service provided by experienced staff from West Kent to help you live independently in your home. The team offers practical support, advice and assistance for a limited amount of time to help you cope with things that are making it difficult for you to live at home.

Who can receive this support? Anyone who is vulnerable and is struggling to live independently can ask for help. Vulnerable people include those who: • Have learning disabilities • Have suffered from alcohol or drug abuse or who are recovering from it • Have mental health problems • Are under 18 and have just left care • Are experiencing problems as a family • Are frail and finding it difficult to cope • Are former sex workers

What kinds of support can we offer? We can: • Help you claim benefits and get all the help to which you are entitled • Help you with managing debts, budgeting and household finances • Help you deal with general household letters and bills • Help you find appropriate support groups • Refer you to statutory and voluntary organisations • Find charities that can help you with emergency funds • Help you report repairs your home needs and manage your tenancy • Give you advice and help with accessing college courses and training programmes We cannot: • Do your shopping • Do your housework • Provide you with personal care such as bathing or washing

Other people who are not described above may also be considered to be vulnerable. Each case is treated individually and in complete confidence.

Tenants’ Hotline 01634 333601

www.medway.gov.uk/housing

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How do I apply for floating support?

How will my support be provided?

West Kent provides floating support in Medway and in Kent. How you apply depends on where you live – see below for details.

When you have been allocated a Community Support Officer, you will be asked to sign up and agree to a plan of support. This is referred to as your support plan. You can find out more about this in our leaflet called “What is a support plan?”

If you live in any of the Medway Towns Contact the information team at Medway Council on (01634) 333600 and ask them to send you a form. If you need any help to complete the form, just ask for it. As long as Social Services or any other statutory authority that deals with your case does not have any past information about you, they will ask the assessment service to assess your needs. Please note that if you already have a social worker we can not carry out another assessment as that will already have been done. If the service decides that you would benefit from floating support and fit the criteria, you will be placed on a waiting list until a vacancy arises. When a space becomes available someone will contact you. If you live in Kent You need to complete a form that you can get from us or by contacting: Supporting People team on (01622) 694825 or (01622) 694953. Your form needs to be completed and returned to: Supporting People Team Room 4.02, Sessions House County Hall, County Road Maidstone, Kent ME14 1XQ Your case will be given a priority and placed on a waiting list. When a vacancy arises, someone will contact you and two Community Support Officers will carry out a needs assessment. They will be able to answer any of your questions.

Tenants Hotline 01634 333601

How long will my support be provided? Because this is what we call a ‘time-limited’ service, the maximum time we can support you is two years if you live in Kent or 18 months if you live in Medway.

Who do I contact if I have more questions? You can contact us on (01732) 749400 ext 452/451

If you would like this information in another format, for example in large print, Braille, another language or on tape, please contact us on (01732) 749400 or ask a member of staff. West Kent Housing Association Head Office, 101 London Road, Sevenoaks, Kent TN13 1AX T (01732) 749400 F (01732) 749419 E mail@wkha.org.uk www.westkent.org

www.medway.gov.uk/housing

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Animal registration If you wish to keep a pet in your council property you must fill in the form below.

Granted pursuant to part v Ss 124 & 125 of the Housing Act 1996, Clause 7.9: Subject to clause 7.10 you must not keep animal, or pet, including snake or other reptile, spider, insect, monkey or other exotic animals in a council property without written agreement from the council. You must keep your pets under control. Once given, the permission may be withdrawn by the council if the animal causes a nuisance or annoyance. Please photocopy or cut out and complete this form and return it to Medway Council Housing Depatment.

ANIMAL REGISTRATION FORM Tenants Name:

______________________________________________

Tenants Address:

______________________________________________ ______________________________________________ ______________________________________________

Type of pet(s):

______________________________________________ ______________________________________________

Number of Pets:

______________________________________________

Breeds:

______________________________________________ ______________________________________________

Colour:

______________________________________________ ______________________________________________ ______________________________________________

(If different from above)

______________________________________________

Tenantsâ&#x20AC;&#x2122; Hotline 01634 333601

www.medway.gov.uk/housing

â&#x153;&#x201A;

Name of Owner: