We aim to give you a good quality service. We have produced this handbook to help you. It contains useful information about us, the services we provide and your rights and responsibilities.
Housing Services manage around 9,800 Council properties and 2,500 leasehold properties across the borough of Havering.
We hope you find the information in this handbook to be useful, but please let us know if you have any suggestions to help us improve this document.
In addition to this handbook, we will visit all new tenants to make sure you have settled into your new home and to provide any advice or assistance you may need.
The residents’ voice is at the heart of everything we do. We want residents to be proud of where they live, to be safe in their home and community, to enjoy clean environments, and to feel a sense of togetherness in their local community. We encourage all residents to get involved and help shape the service we deliver.
We hope you will be happy in your new home.
Aim of Sheltered Housing
Havering Council aims to provide high quality housing services for our older residents. We offer individual housing for older people to maintain independence, dignity and privacy in a secure and supportive community environment.
What is Sheltered Housing?
Sheltered Housing is for residents aged 55+ who are able to live independently with little or low level needs. Where necessary sheltered residents can be supported with care packages arranged either privately or through Adult Social Care.
There are no in-house care services provided by sheltered housing.
Havering Council currently have Sheltered and Supported Schemes located across Havering. This type of accommodation helps people to live independently and safely while providing the opportunity to socialise with other likeminded people.
Sheltered accommodation offers a self-contained flat with one bedroom, kitchen, bathroom and lounge facilities, we also have a limited number of two bedroom properties. With the exception of one scheme which is a street of bungalows, our sheltered schemes have a communal lounge, kitchen and garden areas for socialising, gardening, activities and events. Havering also provide a PC and printer with internet access within the communal lounge for residents to use.
All our sheltered properties have a 24-hour alarm service monitored by Telecare staff, providing residents with access to help and reassurance in an emergency. The alarm is raised via a pendant worn on a wrist band or necklace, or via pull cords situated around the property. Depending on the type of emergency, advice may be given, emergency services called, or an emergency response provided by our in-house Telecare service.
Sheltered Scheme Officers work Monday – Friday, 9am-5pm (excluding Bank Holidays). Scheme Officers are available on site and contactable by mobile phone. There will be times when officers will not always be available in the office. This may be due to visiting a resident, an emergency or carrying out scheme checks.
After working hours, at weekends or during bank holidays the sheltered service is supported by Telecare staff who are contactable through pull cords or emergency pendants.
You can apply for Sheltered Housing via the Havering website, you will need to complete an application and a medical form.
WHAT DOES A SHELTERED SCHEME OFFICER DO?
The role of the Sheltered Scheme Officer is to provide a customer focused housing management service ensuring that our residents are provided with advice and assistance to live independently.
Sheltered Scheme Officers are responsible for health and safety inspections to maintain a safe and secure environment for everyone.
If you have any individual care and support needs your Sheltered Scheme Officer will signpost you to the most appropriate service.
Our Service offer to you
• When you first move in, introduce you to the scheme and support you to settle in
• Contact you daily (or when you prefer) to check on your wellbeing and arrange any support to help you remain independent
• Provide housing related support to everyone who needs it – carry out a risk assessment and support plan
• Carry out a Personal Emergency Evacuation Plan (PEEP) with you
• Work with your family, other agencies and carers to help live independently
• Support you through crises
• Carry out health and safety inspections, and monitor the condition of your home
• Report communal repairs and ensure communal areas are free from hazards
• Assist you with repairs if needed
• Work with our surveyors and contractors to make sure your home is maintained and improved
• Manage the cleaning of communal areas
• Carry out weekly fire alarm testing and periodic Telecare equipment testing
• Respond to enquiries and complaints
• Hold master keys of flats in case of emergency and check on your wellbeing
• Encourage communal activities for socialising
• Carry out assessments and viewings for new residents.
Your Sheltered Scheme Officer can support you in many ways, however there are things that they are not allowed to do, such as:
• Administer medicines - a doctor, nurse, carer or relative must do this;
• Provide domestic or personal care services, such as preparing meals or assisting with bathing;
• Provide 24-hour assistance. Handle your money or bank cards.
• Be responsible for your valuables or security within your own home.
• Provide a signature, witness, beneficiary or appointee for any legal documents such as a Will, Power of Attorney etc.
• Sign Documents on your behalf
What is Sheltered Housing? (continued)
PERSONAL RECORDS
All information that you provide to the Sheltered Scheme Officer will be treated in confidence and in line with data protection. With your consent and where necessary we will we share your information with emergency services, Social Services, GP practice, relative or named contact.
When your tenancy starts we will update your personal information which will include next of kin, GP and any medical/health conditions you may have.
We record this information to enable us to understand your support needs. So please keep your Scheme Officer updated of any changes.
WELFARE CALLS
When your tenancy starts your Sheltered Scheme Officer will tell you about our service and discuss personal welfare checks with you. This will be an agreed level of contact and can be increased/decreased as your needs require. A welfare check gives you the reassurance that you will be able to speak to your officer to discuss any issues you may have. Welfare checks are carried out Monday to Friday. If required our Telecare Team will make welfare checks on Bank Holidays.
IF YOU ARE GOING AWAY FOR A HOLIDAY OR A PLANNED STAY IN HOSPITAL
Please inform your Sheltered Scheme Officer when you are going away and when you will be coming home. If you are away for longer than originally planned please let us know. If you are in receipt of Housing Benefit and you are away from home, abroad or in hospital for more than four weeks you must advise the Housing Benefits team.
HOW TO CONTACT YOUR SHELTERED SCHEME OFFICER?
The Sheltered Team is available between 9.00am and 5.00pm. Your Sheltered Scheme Officer will provide you with their work mobile number (excluding bank holidays). Contact numbers for your officer are also displayed in the foyer or near the office.
You can contact your Sheltered Scheme Officer by visiting the on-site office, calling their mobile phone or email. You can also activate your pendant or helpline and speak to the Telecare Response centre.
GIFTS
We have strict rules on what staff can and cannot accept. All gifts must be declared. No monetary gifts can be accepted. It may be that your Scheme Officer or Housekeeper is unable to accept your gift, please do not be offended if this happens. Your Sheltered Scheme Officer can explain more about this if required.
OUT OF HOURS COVER
The helpline service operates 24 hours a day. In the event of an emergency you can pull your nearest pull cord or press your pendant alarm. Your call will be answered by a Telecare operative who will be able to offer assistance or reassurance.
Supporting your independence
We are committed to support your independence in your own home. If you require additional support we can refer you to Social Services for an assessment of need or Occupational Therapy for aids and adaptations to assist you.
YOUR SUPPORT REVIEW
Your Sheltered Scheme Officer will complete an annual Support Review with you. If you have a change of circumstances this may be more frequent.
WHAT IS A SUPPORT REVIEW?
• It details your individual needs and is used to identify any additional support requirements.
• The review will be completed with your Scheme Officer. If you would like someone with you, a family member, friend, advocate or carer can be present
• You will be asked to read and sign the Support Review to show your agreement and consent to any referrals to be made. Please let your Scheme officer know if you would like a copy.
• The Support Review may identify care or support needs, aids and adaptations, welfare or financial advice or signposting to external services.
Your rent
RENT PAYMENTS
As a council tenant, it is your responsibility to ensure you pay your rent on time each week. Not only does the money you pay go towards vital services such as repairs, maintenance and keeping your estates clean and tidy, but missing payments can lead to serious financial issues, and the possibility of losing your home. Your rent and service charges are due in advance on the Monday of each week and the amount may be changed from time to time provided that we give you 28 days’ notice. The weekly amount that you must pay may include service charges like grounds maintenance, CCTV, caretaking charges and the water company’s general service charge. It may also include other voluntary payments such as insurance.
HOW YOU CAN PAY YOUR RENT
By Direct Debit or Standing Order. Telephone 01708 434000 to arrange this. Paying your rent by monthly Direct Debit is our preferred payment method and it is a very convenient way for you to pay as it takes away the burden of having to remember to pay your rent.
By debit or credit card over the phone on 01708 433993 at any time, you will need your 14 digit rent reference number to do this.
Online at www.havering.gov.uk/payments , you will need your 14 digit rent reference number to do this
By internet banking using the following details:
Sort Code – 62 29 17
Account Number – 14871890
Account Name – London Borough of Havering. You will also need to quote your 14 digit rent reference number
FINANCIAL HELP & ADVICE
Are you worried about not being able to pay your rent?
If you are struggling financially and are concerned about not being able to afford your rent, we can help. Our financial inclusion team are here to identify available help for our tenants and in many cases can increase your income and will provide budgeting and debt advice. They can also refer to local agencies who can assist you with finding employment.
Please get in touch with them if you are having financial difficulties as soon as possible.
Tel - 01708 432537
Email – welfare.reforms@havering.gov.uk
If you have any queries about paying your rent, or find yourself struggling with finances, please contact the Income Management team.
Tel - 01708 434000, Email - incomemgtteam@havering.gov.uk
They can discuss an agreeable repayment plan for any debts, and relieve the stress that comes with such problems. They can also refer you for specialist support if you need it.
BENEFITS
You will need to claim help with your housing costs through Housing Benefit if
• you are living in a PSL property or hostel
• you and your partner are pensionable age
• you are a single person and are of pension age
If you do not have an existing claim for Housing Benefit and none of the above applies, you can no longer claim Housing Benefit and have to claim Universal Credit for help with your housing costs instead.
For further advice, please contact our Financial Inclusion Team on:
Tel - 01708 432537
Email – welfare.reforms@havering.gov.uk
HOUSING BENEFIT
To claim Housing Benefit from the start of your tenancy you must complete a Housing Benefit application form online as soon as possible after signing your tenancy. Delay will mean a loss of benefit.
The date of your claim is the date you complete your application. If you need to provide supporting documents with your claim you can send these later. You should not delay submitting your application. Remember you will lose Housing Benefit and have to pay the full rent:
• If you do not fill in the application on line and provide the necessary documentation or
• If you do not move into your home straight away
For further advice on Housing Benefits, please contact us on:
Telephone on 01708 433996
Text phone: 18001 01708 43 3996 (for deaf or hard of hearing people) www.havering.gov.uk/benefitsapplication
UNIVERSAL CREDIT
Universal Credit combines six working-age benefits into one monthly payment – including Job Seekers’ Allowance (income based), Employment and Support Allowance (income based), Income Support, Working Tax Credits, Child Tax Credits and Housing Benefit.
Council Tax Support is NOT included in Universal Credit. You therefore need to apply for this in addition to Universal Credit by visiting https://haveringclaims.teamnetsol.com/
You can apply for Universal Credit online by visiting https://www.universal-credit.service.gov.uk/postcode-checker
Delay in submitting your application for Universal Credit will result in a loss of benefit.
If you are unable to complete the online application you can apply over the phone by calling the DWP directly.
Universal Credit helpline
Telephone: 0800 328 5644
Text phone: 18001 0800 328 5644 (for deaf or hard of hearing people).
As a Sheltered Housing resident, you may be entitled to other benefits, such as attendance allowance and PIP. Please speak to our Financial Inclusion Team on: Tel - 01708 432537
Home contents insurance
The Council insures the building you live in, but it does not insure the contents. This means your furniture and other belongings are not insured against things like theft, fire or flood unless you get your own insurance.
Assistive Technology helping with Independent living throughout Havering
• No excess – so if you need to make a claim you get the whole amount you need • “New for Old” cover
Tony- who installed the system was fantastic. He spoke to both my parents, making them feel at ease. He explained the system clearly. In fact- my parents were sorry to see him leave! ” Daughter of Mr & Mrs F. want to live more independently but are how to call for help if something happens? Or are worried about someone lives on their own and is vulnerable? Havering Telecare may be able to help you. provide assistive technology own home and could also your property 24 hours a case of an emergency, low weekly cost.
We strongly advise you to take up this excellent offer. Telephone the Contact Centre on 01708 434000 www.havering.gov.uk/housing-1/insuring-home
Telecare service
Telecare is equipment and services that supports safety and independence in the home. Each Sheltered Housing flat is fitted with Telecare monitoring equipment.
The equipment can sense risks such as smoke, floods and gas. It can also remind you to take pills and call for help if you fall.
The equipment can also warn you of problems by sounding an alarm, flashing lights or vibrating a box, which can be kept in your pocket or under your pillow.
A help centre can be contacted automatically if any of these problems occur in your home, and by activating a pull-cord or pressing an alarm button.
If needed, the help centre can arrange for someone to come to your home or can contact your family, doctor or emergency services.
What we provide
We provide 24 hour emergency response, installation and monitoring service. For more information please contact us. 01708 432 843
telecare@havering.gov.uk
Your new home: the standard you can expect
When one of our homes is empty there are certain things we always do before a new tenant moves in. If we don’t do the work while the home is empty, we will do it after you move in.
When a home is empty we always:
• Check the electrics and do any necessary repairs to make sure they are safe
• Check the gas supply and do any necessary repairs to make sure they are safe
• Make sure the home is in good structural condition
• Clear out any rubbish
• Check for asbestos and remove any which is dangerous
• Provide an Energy Performance Certificate
• Anything else which needs doing to make the home safe
Work we may do:
• Repairs which do not affect safety
• Improvements such as new kitchens and bathrooms
We do not normally deal with:
• Redecoration or the effects of condensation
Repairs
We are generally responsible for maintaining the structure homes, the services and some fittings. This includes looking after areas such as:
• Walls, floors and ceilings.
• Window frames and external doors.
• Main entrance doors and communal doors to blocks.
• Roofs, drain pipes and gutters.
• Toilets, baths, sinks, gas pipes and water pipes.
• Boilers, radiators, storage heaters and immersion heaters.
• Light switches, light fittings, sockets and wiring.
• Communal areas including stairs, landings, drying areas, pavements and rubbish chutes.
• Lifts and other mechanical and electrical equipment.
• Communal fire alarms in flats, fire detection and emergency lighting
Residents are responsible for maintaining:
• Fittings installed or accepted by residents at the start of the tenancy. These can include shelves, wardrobes and laminate flooring
• Resetting tripped switches in fuseboards
• Replacing light bulbs
• Making reasonable attempts at clearing waste pipe blockages up to the main drainage system
• Take steps to stop further damage once a fault has been identified and reported.
You can report a repair online at www.havering.gov.uk
Or
• By free phone on 0800 151 3444 (this number is free from landlines but mobile operators may charge) or general phone 01708 434000 (option1)
• Text phone 18001 01708 43 4000
For out of hours please refer to the useful contacts section.
Repairs service – what can you expect
We will...
• Provide an online reporting service and free phone telephone service for you to report repairs
• Provide you with a repairs policy detailing repair priorities and targets
• Offer you an appointment at the first point of contact for non-emergency repairs
• Provide an emergency repairs service 24 hours a day, 365 days a year
• Attend and make safe all emergency repairs within 4 hours of being reported and complete any follow-up work as soon as possible
• Complete emergency repairs within 24 hours
• Complete all urgent repairs within 3 working days
• Complete all routine repairs within 28 working days
• Aim to complete at least 90% on the first visit or where this is not possible make an appointment while we are onsite for any follow-up work
• Leave your home in a clean and tidy condition where repairs have been carried out
• Service your main heating appliance and smoke alarm each year
• Provide a handyperson service to complete minor repairs for vulnerable tenants
• Charge for repairs that are considered your responsibility
HOW LONG WILL MY REPAIR TAKE?
One day
• Total loss of water supply
• Total loss of electricity
• A power socket, lighting socket or electrical fitting that is not safe
• A blocked flue to an open fire or boiler
• Total or partial loss of heating or water between 31 October and 1 May
• Repair a blocked or leaking foul drain, soil stack, or toilet pan if there is no other working toilet in the home
• A toilet that won’t flush (if there is no other working toilet in the home)
• A leaking water pipe, tank or cistern where the leak can’t be contained
• An outside window, door or lock that is not secure
Three days
• Partial loss of electricity
• Partial loss of water supply
• Total or partial loss of heating or water heating between 30 April and 1 November
• A blocked sink, bath, basin or shower
• A tap that won’t turn on
• A loose or detached banister or handrail
• Rotten wood flooring or steps on the stairs
• A broken door-entry phone
28 days
• A broken mechanical extractor fan in the kitchen or bathroom
• General carpentry repairs
• Repairs to fencing
• Plastering
We may be able to carry out repairs quicker for residents who are vulnerable or have special needs. Tenants need to make our advisors aware when reporting a repair.
Chargeable repairs
If you ask us to carry out a repair that you are responsible for or you have caused, for example if you lose your front door key and we have to force entry, we will need to recharge you for the work. Before we start work, we will require a signature from you, to agree that you will pay the cost of the work. The cost will also include an administration charge.
If you have caused damage to your home, then it is your responsibility to carry out the repair.
We will also charge you for the clearance of items left behind in your home or garden if you move to another property.
Your current home may be inspected by a member of the Housing team at any time on being notified in writing. The team will identify whether there is any damage within the property that you should be charged for, or whether any alterations have taken place without written permission as set out in your tenancy agreement.
Failure to allow the inspection or to rectify identified defects will result in your application being suspended if you apply for a transfer from your current home or if you have to be moved, you will be recharged for the cost to repair any damage you have caused to the property. Please refer to the Housing Services Factsheet - how to avoid recharges included with your ‘Welcome Pack’ information issued when you signed your tenancy agreement.
Modernising our homes
We continue to invest in improvements to Council properties each year.
If your home is one where we are planning to carry out improvements, we will contact you in advance. Where possible we will consult you about colours and finishes.
For general information on improvements to council homes www.havering.gov.uk/council-tenants/improvements-councilhomes-capital-projects
Handyperson Service
The Handyperson Service is designed to assist you in carrying out the small jobs around the home by a person you can trust. All you need to provide is the materials.
HOW MUCH DOES IT COST?
The Handyperson Service is free of charge and available to all tenants living in Havering Council’s sheltered accommodation.
WHAT TYPES OF JOBS WILL THE HANDYPERSON CARRY OUT?
Below is a sample of the types of jobs that the handyperson can carry out.
This list is not exhaustive so if you have a job that you need help with that is not listed then please speak to your Sheltered Housing Officer who will advise if it’s a handyperson job or a day to day repair.
• Assemble flat pack furniture
• Fit shelves/shelving units
• Fit curtain poles/tracks
• Fit window blinds
• Connect a washing machine/dishwasher
• Fit wall brackets
• Fit bath/sink plugs or chains
• Trim internal doors
• Change a smoke alarm battery
• Change a light bulb
• Install minor mobility aids and adaptations
WHAT JOBS WILL NOT BE CONSIDERED?
• Any electrical or gas work
• Carpet fitting
• Dog walking
• Painting and decorating
The above list is not exhaustive so please speak to your Sheltered Housing Officer who will advise which jobs will not be considered.
HOW DO I ORDER A JOB AND WHEN WILL THE WORK BE CARRIED OUT?
The handyperson will carry out your job on the day that they are next due to visit your sheltered scheme on a first come, first served basis. If there is a high demand on the service you may be advised of an alternative date.
HOW OFTEN WILL THE HANDYPERSON ATTEND OUR SHELTERED SCHEME?
The handyperson will visit each of Havering Council’s sheltered schemes on a rolling basis.
A sheltered scheme rota has been issued to your Sheltered Housing Officer. The rota will include dates of when the handyperson will be visiting your sheltered scheme and will be displayed on the schemes notice boards if you live within an indoor scheme.
To find out when the handyperson is visiting your scheme, or for more information, please speak to your Sheltered Housing Officer.
Health, Safety & Security
The sheltered Housing service aims to ensure you live in a clean and safe environment.
HOW TO MAINTAIN SECURITY
Top tips
• Make sure that the main entrance door closes securely behind you
• Entrance doors or fire doors must not be wedged or propped open.
• Do not allow people to tailgate you into the scheme.
• Do not give access to cold callers.
• Please report any suspicious events, in and around the building to a member of staff no matter how trivial they may seem
VISITORS BOOK
For health and safety reasons all visitors to the schemes are required to sign in and out of the visitor’s book, located in the reception area. Please encourage your visitors to sign in and out every visit.
BOGUS CALLERS
Please only let people into your home, or into the scheme, that you know and trust. There are many types of bogus callers. To protect you and your neighbours it is important that they are not given access.
Before letting anyone into your home:
• STOP – before you answer the door to a caller, stop and think if you are expecting anyone.
• CHECK– Even if they have a pre-arranged appointment ask to see the person’s ID and check it carefully. If the person calling is genuine they will not mind waiting while you make further checks. If you have any doubts at all, do not let them in. If you have any concerns or suspicions tell your Sheltered Scheme Officer, press you pendant, pull your nearest pull cord or phone the Police.
All Havering Council staff and the contractors who work for us carry identity cards and should show them to you before entering your home.
CCTV
CCTV camera provision is on site in entrances, communal areas, gardens and car parks, to provide safety and security to residents.
GENERAL HEALTH AND SAFETY IN
COMMUNAL AREAS
As part of their everyday role, your Sheltered Scheme Officer carries out a number of regular safety checks on your scheme. They also carry out a monthly site check and report any concerns they may have.
If you see something that you are concerned about then please tell your Sheltered Scheme Officer.
We would ask that you keep the areas around your property clear, tidy and free from clutter to ensure the safety of everyone who uses the scheme. We have a clutter free policy.
Communal facilities and services
COMMUNAL LOUNGE
The communal lounge is for all residents and their relatives to use as well as for the use of guests and visitors. Most schemes run regular social activities such as coffee mornings, bingo and lunch clubs which are held in the lounge. We welcome people from the local areas to get involved in scheme activities. You can use the lounge to hold your own function. These must be booked through your Scheme Officer. All residents are responsible for tidying up after using a communal area and must make sure it is clean, tidy and ready for use by someone else.
Children in communal areas must be supervised at all times.
LAUNDRY ROOMS
Laundry facilities are provided within the schemes. This facility is for residents’ personal use only. Residents are not permitted to use the laundry facilities on behalf of non-residents, family or friends.
Your Sheltered Scheme Officer can explain how the machines work. Some schemes have high demand for their laundry facilities so in order to make sure everyone has a fair chance to use the machines please only use one machine at a time.
The Council accepts no responsibility for damage caused to personal items. We ask all residents to check the machines are empty before and after use. Residents must also clean the filter on the tumble dryer after each use.
GUEST ROOMS
Some schemes have a guest room available for visiting friends and relatives. These can be booked through the Sheltered Scheme Officer for a reasonable nightly charge. Priority is given to visitors of residents who are unwell. In the event of sudden and unforeseen circumstances we may reserve the right for a guest room booking to be provided at an alternative scheme.
A nightly charge is applied to all guest room bookings. Details of cost, conditions of use and booking forms are available from your Scheme Officer.
Guest rooms are let for minimum of one night and maximum of 7 nights. Any longer stays need to be discussed with the Scheme Officer.
ACTIVITIES & EVENTS
Most schemes have weekly activities, these include coffee mornings, bingo, fish & chip suppers, quiz nights and periodic exercise classes.
Most events are organised by residents.
CLEANING IN COMMUNAL AREAS
We have a Housekeeping Team who support the Sheltered Service with regularly cleaning of the communal areas. Housekeepers are not permitted to provide individual cleaning services to residents or enter individual properties. If you have a problem with cleaning on your scheme please let your Sheltered Scheme Officer know.
NOTICE BOARDS
In the communal area of our schemes there is a notice board which will show a range of information and updates about your scheme and the surrounding community. Your Sheltered Scheme Officer will show you where the notice board is and can arrange for information to be included on the board.
COMMUNAL GARDENS
Communal gardens in Sheltered Schemes are there for the enjoyment of all residents. You are requested to be considerate of your fellow residents in using these gardens. Barbeques, open fires or paddling pools are strictly not permitted at any time. You must also not leave rubbish or large items such as unwanted furniture in the communal garden for any period of time. Children must be supervised at all times.
SMOKING
In July 2007, it became illegal to smoke in public places, which includes communal areas on our schemes. You are therefore prohibited from smoking in the communal areas on our schemes. This applies to all devices used for vaping as well as cigarettes, cigars, pipes etc.
Smoking is allowed in the communal gardens but please do not stand near to a doorway or window and make sure that you take any cigarette butts and dispose of them within your own property, ensuring they are no longer a fire hazard.
CLUTTER
Residents must keep all personal items out of communal areas and corridors. Items such as doormats, plant pots, prams, scooters, bicycles and toys can be a serious hazard in an emergency, obstructing evacuation routes and causing a trip hazard for residents and emergency service personnel.
Front doors are made specifically to be safe and to keep fire out, this is a legal requirement. Residents must not affix anything to their front doors, as this will compromise the door safety. Fire doors must not be propped open because they keep fire or smoke out of the room and stop fire spreading.
Good to know
RIGHT TO IMPROVE YOUR COUNCIL PROPERTY
Under your tenancy agreement you have the right to carry out improvements to your council property, such as fixtures and fittings, fitting a new bathroom or kitchen.
Telecare equipment and fire doors are not allowed to be removed.
This right does not apply to Introductory term tenants.
DO YOU NEED PERMISSION?
Before carrying out any improvements or alterations to your property, you must apply to Sheltered Housing Services for permission (which, if granted, will be given in writing).
PETS AND ANIMALS
You are allowed to keep one pet in Sheltered accommodation (a small dog, a cat or budgerigar)
You must seek our written permission. You will also be required to sign a pet undertaking form. If you are unable to care for your pet, you will need to rehome them.
VEHICLES & PARKING
Parking should be in the designated area and not cause blockage or disruption to emergency service vehicles or other key services or your neighbours. Please park considerately and legally.
You must not park a vehicle in any green areas, carry out vehicle repairs so as to cause a nuisance to your neighbours, or leave dilapidated or derelict vehicles on the estate. Vehicles must be taxed, vehicles must not be SORN on housing land.
MOBILITY SCOOTERS
Residents of Sheltered Housing must seek written permission before acquiring a mobility scooter. Residents will be given a copy of the Mobility Scooter policy and asked to sign a Mobility Scooter agreement. We will issue you with a key or fob when allocating you a scooter store, one space will be provided. Replacing lost or damaged keys is rechargeable to the resident. We have a limited number of scooter stores. Available spaces are issued on a first come first served basis.
Residents must store and charge mobility scooters and electric bikes in the designated storage provided. Mobility scooters and electric bikes must not be stored or charged in any communal areas. Access routes must not be blocked as this is a serious fire hazard.
FRIENDS, FAMILY AND CARERS
Sheltered Housing is for residents with low level care needs. We recognise that care needs can change over time, but family members, relatives, friends, carers are not permitted to move into sheltered accommodation. Please speak to your Sheltered Scheme Officer if you need to discuss this further.
WHAT CARERS CAN EXPECT FROM US?
We are committed to recognising the role of carers and to involving them whenever possible, for example by working with your carer and you to assess your needs. We will also direct carers to information and advice they need to help you.
Consideration for your neighbours
We expect you and those who live with you or visit you to be as considerate for your neighbours as you would expect them to be considerate towards you. Your failure to observe any of the conditions set out in this section will be treated as a breach of your tenancy agreement and may lead to proceedings for the termination of your tenancy. In this section, reference to “you” also includes any other person living on the premises. Our consent as landlord does not remove the need for you to obtain any other statutory consent or permission.
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You must obtain prior written permission to keep one small dog, a cat or budgerigar.
You must not keep any kind of reptile in your dwelling.
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You must not display on the premises any sign, advertisement, flyer or placard relating to any business. You must not park any vehicle indiscriminately upon estate roads, parking areas or green areas; carry out vehicle repairs so as to cause nuisance to any neighbour or resident of the estate, or leave dilapidated or derelict vehicles on any part of the estate. If your property does not come with any parking please make sure the necessary parking permit is purchased from the Council. Parking bays for disabled parking and emergency vehicles must not be blocked at any time.
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You must not place in any toilet, drain or sink any cloths, cotton, bottles or any other matter likely to cause a blockage or place in any refuse bin or chute anything other than household refuse. If you have a saniflow system you must not flush any wipes whatsoever down the toilet, even if they say they are flushable.
Neither you nor anyone living with you may keep any illegal explosive substance in the dwelling. If you live in a block of flats you must not take paraffin, bottled gas of any description or any explosive substance (including petrol) into the block. We will give consideration to anyone needing to use gas bottles for medical purposes in blocks of flats. 6
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Neither you nor anyone living with you or visiting your premises must commit any acts of discrimination, intimidation or harassment so as to cause annoyance, nuisance or offence to any other tenant or member of that tenant’s household, any sub-tenant, lodger and/or visitor to the premises. Nor may you do, or permit to be done, anything that may in the Council’s opinion be a nuisance or be likely to cause annoyance or inconvenience to any of your neighbours.
We will expect you and those who live with you or visit you to be as considerate for your neighbours as you would expect them to be considerate towards you.
Excessive noise or anti-social behaviour will be dealt with as a serious breach of the obligations under your tenancy/agreement.
In particular, we will treat loud music played late at night or for long periods during the day as a serious breach of this obligation of tenancy/licence agreement.
Persistent disregard for the amenity of others will also be regarded as a serious breach of this obligation of tenancy/licence agreement.
You must not harass any person because of their race, colour, creed, faith or sexuality. You will also be held responsible for any racial harassment caused by members of your household or your visitors. The Council will take action to end a tenancy where it is reasonably believed that the tenant, family member, lodger, sub-tenant or visitor is an offender.
Racial and homophobic harassment damages communities and the Council will not tolerate it. Harassment is an activity that has the intention or effect of depriving anyone of the peaceful enjoyment of their home, or of access to local facilities on the grounds of their race, colour, creed, faith or sexuality. As well as a breach of tenancy/licence conditions, it is a crime.
You must not harass any person because of their sexual orientation.
Neither you nor anyone residing with you or visiting your premises shall commit any act of violence or intimidation, whether physical, verbal or written, against any person, including Council employees, engaged in a lawful activity in the area.
Equally, you have a right to expect our staff to deal with you in a courteous manner. Any complaint about a member of staff should first be raised with the Team Manager.
The Council will actively pursue the provisions of its Anti-Social Behaviour Strategy as it is committed to eliminating neighbour nuisance and all other types of anti-social behaviour. This type of activity will not be tolerated and the Council can apply to the court for an injunction to prohibit anti-social behaviour committed by you, anyone living with you or visiting the premises. If an injunction is granted, the court may attach the power of arrest, which means that the person subject to the injunction could be arrested immediately if the injunction is broken.
Consideration for your neighbours (Continued)
For residents with a mobility scooter or electric bike, you must only park and charge your scooter in the designated storage area of your Sheltered Scheme. Prior permission must be sought from the Sheltered Housing Officer to keep a scooter or electric bike. Mobility scooters must not be stored in communal areas and must not block access routes.
You must not store electric bikes or scooters with lithium batteries in your property. If you decide to buy e-bikes and e-scooters ensure you use a reputable dealer, and check they meet British or European standards.
Check batteries for signs of damage and replace if damaged - Do not dispose of batteries in household waste or normal recycling
Do not attempt to extinguish a fire caused by a lithium battery, phone 999
Reporting Anti-Social Behaviour, Domestic abuse
or hate crime
Anti-Social Behaviour (ASB) is any act that causes, or is likely to cause, alarm, harassment or distress to anyone living in a different household to the person responsible. Examples of ASB include:
• noise nuisance
• drug taking and dealing
• threatening or rowdy behaviour
• violence and disorder
• vandalism
If you feel you are a victim of anti-social behaviour you can contact us either via the Havering website or by calling our call centre on 01708 434000.
Anti-Social Behaviour (ASB)
ASB should initially be discussed with your Housing Officer for an appropriate referral to be made. Serious ASB or harassment should in the first instance be reported to Police on 999.
Domestic Violence and abuse (DV)
If you experience DV or abuse you should report this to the Police on 999. You should also report concerns to your Housing Officer. The Council IDVAs (Independent Domestic Violence Advocates) are able to provide support.
Hate Crime
If you experience Hate Crime you should report this to Police on 999 and notify your Housing Officer. There are a number of external agencies that can be accessed to support those who experience any form of hate.
Serious ASB issues involving violence, domestic abuse or hate crime, contact the Police on 999 or 101 if you are in immediate danger. Report issues to Housing on 01708 434000 Monday to Friday, 9am-5pm. Your call will then either be passed to your Housing Officer or direct to our ASB Team depending on the nature of the complaint. You can find more information relating to the Council’s Anti-Social Behaviour Policy, Hate Crime Policy and Domestic Abuse Policy online at www.Havering.gov.uk.
We treat incidents of anti-social behaviour seriously. Tenants who commit anti-social behaviour could put their tenancy at risk. Please read your tenancy agreement for more information.
Fire safety at home
Sheltered Housing Services take your safety very seriously and does regular fire safety checks on its properties. Fire safety activities include:
• An ongoing programme to ensure all our properties receive a regular full fire risk assessment
• Continual investment in our major works programme
• Working closely with the London Fire Brigade (LFB), both on an operational and fire safety level, including advising residents on fire safety
More information is available at www.havering.gov.uk/FireSafety
KEEPING SAFE IN YOUR HOME
As a council, we are doing all that we can to keep our residents safe from fire, but you can help too by following this advice:
• make sure you have at least one working smoke alarm in your home
• keep balconies free from clutter - don’t leave rubbish, garden furniture or bikes in communal areas or obstruct escape routes
• make sure you know where your nearest fire exit is
• do not smoke in common areas of the block
• always fully extinguish cigarettes smoked in your home and dispose of them carefully and safely
• do not leave candles, oil burners or incense sticks unattended ensure you put them out when you leave the room and when going to bed - do not put them close to anything that can catch fire, such as curtains, papers, furniture and clothes
• close internal doors at night to prevent fire from spreading
• make sure to have gas appliances safety checked
• do not tamper with firefighting equipment and alarms
• do not store electric bikes or scooters with lithium batteries in your property
• do not use BBQs in communal gardens, on balconies, patio areas or in car park areasthis is not permitted for health and safety reasons
Remember, if there is a fire in your home:
• never use a lift
• do not try to fight the fire yourself
• call 999 from any phone
Your environment
Residents can dispose of rubbish and bulky waste items in the following ways: Bungalows
Black rubbish bags and orange recycling sacks should be stored within the boundary of your property. These then should be presented for collection by 7am at the boundary nearest the pavement on your weekly scheduled collection day. Please visit www.havering.gov.uk/collections
Flats
Do not store waste in corridors or any other communal areas apart from the designated waste storage area. Waste should be placed into the bins provided and any lids shut where possible. Waste should not block any doorways or access routes including within and outside of the waste storage areas. If you have concerns that there is not enough waste storage please contact your Sheltered Officer.
Bulky waste
Large/bulky waste items are not collected as part of the regular household waste collection service therefore alternative arrangements for removal must be made. The Council offers a chargeable bulky waste collection service, full details can be found at www.havering.gov.uk/bulkywaste
Alternatively, large waste items along with any excess waste can be taken to the Gerpins Lane Recycling Centre, further details can be found at www.eastlondonwaste.gov.uk/gerpins-lane
Garden waste
In Sheltered Housing you can place your garden waste in wheeled green bins. Bungalows:
Garden waste is collected every other week (except two weeks over Christmas) and disposed of for a fee per year. You sign up to the service with an annual contract and we send contract renewal letters and emails with your contract details (reference number and charges) normally from the first week of March, over a several week period, each year.
The garden waste contract runs from 1 April to 31 March the following year, further details of the services offered can be found at https://www.havering.gov.uk/info/20003/rubbish_and_recycling or you can call us on 01708 431717 (Monday to Friday 9am - 5pm).
Orange recycling bags
Havering Council provide orange sacks for general weekly recycling collection.
If you live in a flat with a sack collection, then your sacks will be collected together at the same time, but placed into separate compartments on the waste collection vehicle.
If you live in a flat with communal rubbish and recycling bins, these will be collected separately. Please ensure that recycling (orange) and rubbish (black) are placed into the correct bins, which are clearly marked.
If you live in a bungalow, please leave your orange sacks on the floor, just inside your property boundary nearest the pavement before 7am on your refuse collection day.
It is important that sacks are placed on the boundary of your property and not grouped together with other residents’ waste and/or on grass verges, by a post or on the public highway (including footpaths).
Please do not leave sacks on top of walls or bins as this can lead to them snagging and spilling during collection and pose a safety hazard to our crew.
INCORRECT DISPOSAL OF WASTE / FLYTIPPING
If your waste is not disposed of correctly – for example, by being left in the wrong place at the wrong time – you can receive a fixed penalty fine. In a Magistrates Court the fine can be increased to a maximum of £5,000.
Don’t risk penalties – please dispose of your waste properly.
If you are reporting dumped rubbish that poses an immediate danger between 5pm and 9am on weekdays, or at weekends, please report via Havering website or call our ‘out of hours’ emergency line emergency line –01708 433999.
Resident engagement
In Havering your Housing Service is a partnership between residents and staff. We strongly encourage all our residents to get involved. This can mean helping shape services and/or using our community development services.
What are the aims of resident engagement?
The Housing resident Engagement Team aims to enable residents to actively participate in and influence the development of high quality housing services, build good community spirit and get life changing skills through:
• Reviewing homes and housing performance
• Consulting on new ideas
• Structured meaningful consultation
• Encouraging volunteering in the community
• Reviewing seasonal activities for residents in the borough
• Bespoke activities for sheltered schemes and hostel accommodation
Here are some of the ways you can get involved:
Resident Participation Panel Meetings
This group is formed of tenants, sheltered tenants and leaseholders in the borough to review policies, strategies and help shape the Housing Services with updates from Council wide services. They meet quarterly and ad hoc subgroups.
Events
Housing Services hold various events across the borough throughout the year. Check in our newsletter, At the Heart, to find out what is going on. Sign up for Havering at www.havering.gov.uk/newsletters to check the noticeboard for what’s going on.
Befriender service
Age UK befriending service is a volunteer based befriending scheme for older people who are isolated available to Havering residents. The telephone service is Monday to Friday during morning hours. The weekly visiting service is for people living alone and subject to certain criteria. In addition to providing companionship it also acts as a welfare monitoring service. Referrals are accepted from other agencies or directly from the older person or their family.
Partnership working
We work closely with Age UK, Havering Volunteer Centre, Peabody, Regeneration Partners - among others - to organise additional activities for residents in the borough. For more information of any of the above please contact the Resident Engagement Team on 01708 434000 or email getinvolved@havering.gov.uk
Customer Service Standards
Housing Services is committed to providing a good quality, professional service and we promise to continue to improve the way in which we deal with your enquiries
When you contact us we aim to:
• treat you in a friendly, fair and professional manner
• provide well trained and knowledgeable staff
• provide accurate and clear information in response to your enquiries
• deliver what we promise, dealing with any problems that may arise and keep you informed of any delay
• use plain language and not use jargon
• respect your rights to confidentiality, privacy and safety and provide a private area for confidential enquiries
• provide you with easy access to our services
• actively listen to our customers and use feedback to improve the services and products we provide now and in the future
• A translation will be provided if you ask for one
Contacting us online
You can access most of our services and products online 24 hours a day, 7 days a week.
When you self-serve we aim to:
• make sure all information on our website is up to date
• ensure our website and online processes are clear, quick and easy to use
• provide you with information on how long it will take to resolve your query
• use your feedback to improve our website
Contacting us by email or letter
When you write to us, we aim to:
• provide an acknowledgement within 2 working days for emails and respond fully within 10 working days
• tell you when we cannot respond fully within 10 working days and tell you when we will be able to respond
Contacting us by telephone
If you need to contact us by phone, we aim to:
• resolve your enquiry or service request the first time you contact us. When this is not possible, we will inform you of the service that will help you and how long it will take to resolve your query
• provide you with the name and department you are speaking to
• answer your call within 60 seconds
Contacting us in person
If you need to visit us, we aim to:
• direct you quickly and efficiently to the right person
• make an appointment for you where appropriate
• assist you if you have communication or mobility needs
• keep to pre-arranged appointments and show you our identification
Compliments and complaints and
WHEN THINGS GO RIGHT – HOW TO MAKE A COMPLIMENT
Like everyone, we like to be told what we’re doing well. We would like to hear from you if you are happy with the service you’ve received from us. We appreciate your comments and can use them to see what areas we are performing well in. We can then repeat this performance elsewhere in our services and continue to improve the services provided.
If you are happy with our service you can complete the online compliment form at www.havering.gov.uk/compliments
WHEN THINGS GO WRONG – HOW TO MAKE A COMPLAINT
We always try to get things right first time but we realise this doesn’t always happen. We take all complaints seriously and believe that we can learn from our mistakes to improve our service in the future.
Please talk to us if you are unhappy with any of our services. You should first contact the staff member who provided the service. They may be able to sort out the problem straight away.
If you are still not happy, you can complete the online complaints form at www.havering.gov.uk/complaints
COMPLAINTS PROCEDURE
As part of our drive for better services, we want you to let us know when something goes wrong.
We define a complaint as any expression of dissatisfaction, however made, about the Council’s provision of, or failure to provide, a service for which it has responsibility, the action or lack of action by the Council, its own staff, or those acting on its behalf, affecting an individual resident or group of residents and when it has not been put right in a reasonable timescale.
We will deal with your complaint using a two-stage complaints procedure.
Please follow the link to make your report: www.havering.gov.uk/complaints
STAGE ONE
All complaints will come into the triage team who will identify which route the complaint will follow. We aim to contact you within five working days and a full written reply sent within ten working days. If it involves a lot of issues and people, we may take an additional ten working days to reply. We will let you know what we are going to do
STAGE TWO
If you are dissatisfied with the outcome of the Stage 1 investigation, you can request that your complaint is escalated to Stage 2
A request to go to Stage 2 should be made by requesting an escalation, information on how to do this will be included in your Stage 1 response.
For those complaints, which progress to Stage 2, we will conduct a further thorough and proportionate investigation and provide a full, clear and honest response within 20 working days.
We will try to give you an answer within 20 working days and will let you know if we think it might take longer than this.
If you remain dissatisfied following the review of your complaint, you will be informed of your right to refer the complaint to the Housing Ombudsman Service.
The contact details for the Housing Ombudsman Service are: Online complaint form: www.housing-ombudsman.org.uk/residents/make-a-complaint/
Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
Equal opportunities
We have a legal obligation to comply with all current Equal Opportunities legislation.
Havering Council is committed to achieving equal opportunities. We respect and value diversity and are committed to applying equality of opportunity in all our practices and service delivery with regard to: ethnic origin, age, gender, religion or belief, sexual orientation, marital status and disability or any other criterion not relevant to the point at issue.
STATEMENT OF EQUAL OPPORTUNITIES
We are committed to equality of opportunity and will:
• Monitor the effectiveness of housing policies, procedures and systems to ensure fairness and equality of opportunity in the provision of housing services
• Collect information which will help us monitor our progress towards improving equal opportunities
• Regularly review policies and procedures to ensure we continue to treat everyone equally
• Deal quickly and in a firm yet sensitive way with all forms of harassment of or by tenants, employees or agents of the Council. The Council will not take action without consulting the person being harassed
• Take positive action to meet identified needs in relation to housing
• Comply with legal obligations and actively promote best practice in equal opportunities.
Tenants checklist
I have been advised and understand my obligations to the following Council policies as set out in my Tenants Handbook.
1) I have been provided a copy of my Tenants Handbook and have been advised of the content therein.
2) I understand I must keep up with payment of my rent and that I must notify Housing Benefit if there are any changes in my circumstances. I have also been made aware of how I can pay my rent
3) I understand I am allowed one pet with permission if granted by the Council.
4) I must keep the property in a good state of repair through-out the term of my tenancy and I am responsible for the cultivation of the front and back gardens (if applicable).
5) I must obtain permission if I wish to install a satellite dish or similar to the property.
6) I must only park vehicles in designated areas and obtain the relevant permits where required.
7) I must give 4 weeks’ Notice to Quit in writing to the Council if I wish to end my tenancy.
8) I must report all repairs to the Councils contact centre 01708 434000 and understand I will be recharged for damaged I have caused.
9) I am responsible to pay for Water, Sewerage, Electricity and Gas where applicable and all bills need to be put into my name from the start of my tenancy.
10) I understand that all electric or gas cookers must be installed by a qualified engineer.
Useful
contacts
Contact Centre Repairs
Housing Emergency Repairs
Sheltered Housing
Havering Telecare Centre
Income Management Team
Housing & Council Tax Benefits
Universal Credit (DWP)
Welfare Reform
Resident Engagement
Home Ownership Team
Shared Ownership Garages
Anti-social Behaviour
Electoral Registration
Environmental Health
Gerpin’s Lane Recycling Centre
Insurance Section
Social Services Call Centre
Havering Environment Services
Housing Register and Transfers
Rehousing Team
Homelessness Enquiries
Council Tax
9am to 5pm Monday to Friday
T. 01708 434000 or Freephone 0800 151 3444
Text phone 18001 01708 434 000 (for deaf or hard of hearing people) www.havering.gov.uk/askhousing
