Tenants Handbook
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3. Living in Your Home
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4. Repairs & Maintenance
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5. Paying your rent
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6. Your Neighbourhood, your Community
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7. Have your say!
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8. Have some fun!
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9. Moving home
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10. Useful numbers
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2. Getting in Touch
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1. Welcome
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CONTENTS
Aksa Homes now has a turnover of over £4 million a year and assets worth over £40 million pounds. Aksa Homes has established itself as a very significant provider of large family homes and is a leading BME organisation in the North West of England. In the past Aksa Homes used other housing associations as development partners to help it expand the stock, but more recently has been able to do this successfully in-house. It is one of only two BME developing associations in the region. Despite difficult times Aksa Homes looks to the future with a great deal of optimism and intends to widen its areas of operation to working with communities; to enhance life styles, to empower individuals and
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Aksa Homes is a charitable industrial and provident Society (not for profit), set up to improve access to rented housing, initially to the Asian communities in Oldham. However Aksa Homes has developed beyond the expectations of these who started the association and now owns more than 700 homes in Oldham, Manchester, Tameside and Bury. Aksa Homes is very proud of the diverse communities it has helped to create, we take pride in the fact that we have the experience and expertise to deal with customers from a wide variety of ethnic background, in respect of both cultural and language skills.
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Entering a group structure with New Charter has brought many benefits for tenants, things like better pricing for maintenance work and greater value for money for services like the in-house legal team.
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Aksa Homes registered with the Housing Corporation in 1990. Originally known as Oldham Muslim Associate, the name changed to Aksa Homes following the merger with Bury-based Dar-ul Aman Housing association in 1995. In 2005 Aksa joined as a subsidiary member of the New Charter Housing Trust Group. This alliance has strengthened Aksa’s development programme with more resources, increasing Aksa’s ability to work over a wider geographic range.
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Welcome to Aksa and to your new home. We hope that you will be very happy in your new home and make new friends in your neighbourhood. Here is some information about Aksa Homes.
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Welcome to your new home
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neighbourhoods, to improve health and well being, to improve the chances of tenants and residents returning to studying, training or work, to build confidence and self belief within individuals. If you need any help or advice about how to manage your tenancy successfully do not hesitate to contact the office and speak to one of the staff who will be happy to help you. Aksa Homes has a whole range of activities to offer our tenants and if you would like to know more, again don’t hesitate to contact the office. There is a section in this book about all the different activities that Aksa Homes can offer. There are plenty of opportunities for tenants to be involved and to help improve and develop the services that Aksa Homes offers, if you would like to be involved do let us know. We all need a safe and secure home to live in. Without this basic provision it is difficult to thrive and to be happy. But a successful home and a successful neighbourhood is not something that Aksa Homes can provide alone, tenants have a very strong part to play in achieving this. It’s your home, it’s your neighbourhood and Aksa Homes wants you to be proud and happy to live in your home and neighbourhood. This booklet gives you information about your obligations as a tenant & the associations obligations as your landlord. It also provides you with additional information that hopefully you will find useful and helpful to manage your home and neighbourhood successfully. However the booklet does not cover everything and if you have any queries at all, please don't hesitate to contact the Association. Enjoy living in your new home!
• Great Homes • Great Neighbourhoods • Great People
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G R E AT G enuine R espect E xcellence A chievement T ogether 2
Monday to Wednesday 9.00 am - 5.00 pm Thursday 10.00 am - 4.30 pm Friday 9.00 am - 4.00 pm The office is closed on all bank holidays and closes for the Christmas period from 12 noon on Christmas eve and reopens on the first working day following New Year’s day.
Aksa is part of the New Charter Housing Trust Group New Charter Housing Trust Group Ltd Cavendish 249 Cavendish Street Ashton under Lyne OL6 7AT
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Emergency Repairs
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Out of hours: 0800 027 0828 Normal office number: 0161 620 2992 leave a message, this will be attended to when the office next re-opens
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Office Opening Hours
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Telephone: 0161 620 2992 Fax: 0161 652 2461 Email: info@aksahousing.co.uk Web address: www.aksahousing.co.uk Facebook: www.facebook.com/aksahomes Looking Local: www.lookinglocal.gov.uk/aksa
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Aksa Homes Aksa House 2 Medtia Square Phoenix Street Oldham OL1 1AN
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Getting in touch
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To report a repair you can ring the main Aksa Homes number: 0161 620 2992 or New Charter free phone number 0800 027 0828 To report an incident of anti social behaviour you can ring the main Aksa Homes number: 0161 620 2992 or New Charter free phone number 0800 027 0828 Aksa Homes will provide a translation service where it has the skills to do this. Aksa Homes can provide information in different languages and in Braille. Aksa Homes can provide assistance for tenants who are hard of hearing by way of “signers�.
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Telephone: 0161 331 2000 Fax: 0161 331 2001 Email: contact@newcharter.co.uk Web address: www.newcharter.co.uk
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Your ethnicity Your first language Do you have a disability? Your phone number including any mobile numbers Your email address
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As you will know from when you accepted your tenancy we ask you to give us information about yourself;
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Staying in Touch
All of this information is completely confidential. We use this information to help us know the best way to contact you. We will undertake to update this information from time to time and your cooperation is greatly appreciated. If you are going on holiday for more than 14 days please ensure you inform the Association of this and a contact person/number in case of emergencies.
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Ashton under Lyne St Peters Children’s centre (Sure Start Centre) Trafalgar Square Ashton under Lyne OL7 0LL
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The Association operates local surgeries for tenants in:-
Manchester Abraham Moss Centre Crescent Road Crumpsall Manchester M8 5UF Last Thursday morning 10.00 to 11.30 every month
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Bury Jinnah Centre Alfred Street Bury BL9 7HE
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Monday afternoons 1.00 to 2.30 every fortnight
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The Association carries out estate inspections throughout the year and you are invited to join the Association’s staff when they do this in your area. You can ring the office on 0161 620 2992 to find out when this is happening in your area or the Association will contact you nearer the time to advise. Or you can visit Aksa’s website, Facebook page or Looking Local for this information.
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The dates of these surgeries are available from the office. You can ring and make an appointment or simply just turn up.
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Last Thursday morning 9.30 to 11.00 every month
The Association hopes you never need to make a complaint, but if you do the Association does have a formal complaints procedure for you to follow.
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Making a Complaint
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The full procedure is available upon request however;
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The main aim of this policy is:
• To learn from complaints that are made • To ensure that each complaint is thoroughly and objectively investigated
• To make sure we put it right • To make sure we say we are sorry when we are wrong • To make sure that we do not get it wrong again
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Some examples of when to use the procedure may be:
• The Association failed to deliver the service adequately • The Association did not act within its own policies and
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procedures
• Staff were not courteous or were unhelpful • Staff gave the wrong advice Before commencing the formal procedure every effort will be made by the Assocition’s staff to resolve problems. This could be any member of staff who will do their best to resolve the issues by; chasing a repair, fully explaining the Association’s Transfer Policy, explaining tenancy conditions, etc. If you are not happy with the outcome, please write to the Housing Manager who will investigate your complaint further. Stage 1
Matter taken up with Housing Manager
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Complaints to the Director of Aksa Homes or New Charter investigation team.
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Final appeal to the New Charter Complaints Review Board
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Independent Housing Ombudsman
Aksa Homes records and monitors how many complaints it receives. Aksa uses the information from complaints to develop and improve services in the future.
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Your Tenancy Agreement tells you;
• The full name and address of your landlord • The type of tenancy you have and the date it starts • How much rent and any other charges you must pay • Your rights and responsibilities Please refer to you own copy of your Tenancy Agreement for further details. If there is anything you don’t understand then please contact the Aksa Homes Office.
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You must occupy your property as your main or principal home The Tenancy Agreement is signed by you and Aksa Homes and is a legal document. It sets out the terms and conditions of your tenancy and the rights and responsibilities of you and Aksa Homes. It is very important that you keep this document in a safe place.
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1. Your tenancy agreement
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Living in your home
move in You may allow others to move in and live with you where this does not cause overcrowding but you must request consent from Aksa Homes to do this. You must inform Aksa Homes of who is moving in with you, their full name and date of birth (proof of identity), when they are moving in and if you are in receipt of housing benefit you must inform the Housing benefit office. Aksa Homes will not unreasonably refuse consent to allow others to live with you.
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• Must ask for consent from Aksa Homes to allow others to
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Your Tenancy Agreement will tell you the permitted number of people allowed to live in your home. You must not allow others to move in with you where you will be in breach of this obligation.
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• You must not deliberately overcrowd your property
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Your rights and responsibilities as a tenant
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Consent will not be unreasonably refused but it is likely that Aksa Homes will want to inspect any alteration and will demand that work is carried out to the highest standard. Aksa Homes reserves the right to aks you to make good any alternations you make if they are not of a satisfactory standard and/or if and when you choose to move out of the property. In addition you must;
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If you want to change any standard fittings within your property you MUST obtain consent from Aksa Homes to do so BEFORE you do any work.
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• Must ask for consent to change any standard fittings
• Ask consent to install a satellite dish • Ask consent to have a pet in the property • Inform us if going away for an extended holiday • Keep us informed if you change your telephone number • Park any vehicles appropriately and have regard for grassed areas
• Make proper arrangements to dispose of unwanted
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household items
• Keep all gardens tidy, clean and neat • Report repairs promptly and allow prompt access • Allow access to Aksa Homes representatives for routine
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inspections
• Do not sub-let the whole of your property • Not allow your property to be used for any illegal activity
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or any activity likely to cause a nuisance to others
• Give the proper notice to end the tenancy if you decide to move out and leave the property empty of all your belongings, clean and tidy
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Communal responsibilities;
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ALL TENANTS ARE RESPONSIBLE FOR THE BEHAVIOUR OF PEOPLE WHO LIVE WITH YOU AND/OR VISIT YOU. THIS RESPONSIBILITY COVERS BEHAVIOUR IN THE HOME, THE GARDEN/COMMUNAL AREAS AND THE NEIGHBOURHOOD.
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• Keep common parts as clean as possible • Clean up after yourself if you spill rubbish/litter or similar • Dispose of your rubbish correctly • Report any repairs needed for the communal areas • Keep communal doors locked and secure
The Association will give you complete possession of your property and will not interfere with your occupation of the property unless there is a breach of The Tenancy Agreement’s conditions.
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2. Aksa’s responsibilities
• Respond to any correspondence from you promptly and
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The Association will;
normal wear and tear, within the time frames stated and where possible by appointment
• Make routine inspections of your home and neighbourhood • Keep you informed of the activities/events that Aksa Homes offer
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• Respond to any repairs reported by you that are due to
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within the time frames stated in the customer service standards
reports, meetings and letters
• Offer you ways to be involved in Aksa Homes service delivery, in a way that suits you
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• Keep you informed by way of regular newsletters, annual
and improve the areas you live in
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• Will work with you and your neighbours to resolve disputes
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• Listen to your comments & feedback and use this information to improve services If you are having any problems at all managing your tenancy, please contact the Association.
3. Housing support The Association wants you to have a successful tenancy and be happy and comfortable in your home and neighbourhood. Aksa Homes therefore can offer a range of support services to assist you to live successfully in your home and neighbourhood. The Association can offer help and support with;
• Managing money and debt • Benefit advice and form filling • Appealing decisions and attending court/tribunal hearings • Applying for grants • Finding alternative accommodation • Health issues – stress, depression, physical health problems • Neighbour problems • Accessing services, finding schools, play groups, doctor/dentist
• Relationship breakdown • Domestic violence • Finding work, training The Association will do its best to help tenants with any problem and if Aksa cannot help we will do our best to signpost you to someone who can help!
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Aksa’s Responsibilities
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Repairs & Maintenance
• Drains, gutters and pipework • External fabric of buildings, including roofs, windows
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Your Tenancy Agreement tells you we will keep the outside of the property and its structure in good repair, including the following:
• Internal structure including plasterwork, walls, ceilings and floors
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and doors
We will keep the common facilities, including hallways, staircases, passages, landings, lifts, doors, lights, handrails, balustrades and door entry systems in good repair.
Your Responsibilities Your Tenancy Agreement tells you all about your repair and maintenance obligations.
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We will keep the installations in the property that provide water, gas, electricity, sanitation, space heating and water heating in good repair and proper working order.
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• Garages and external stores • Principal pathways, steps and means of access • Boundary walls and fences • External painting
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of these
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• Chimneys, chimney stacks and flues but not the sweeping
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Reporting repairs
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It is your responsibility to report any faults/damage to the property or common parts immediately. You can do this by phoning us free on 0800 027 0828, or by ringing the office directly on 0161 620 2992 or by visiting the office, or on line at info@aksahousing.co.uk
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Chargeable repairs You will be charged the cost of any repair/replacement which is not due to normal wear and tear. This includes neglect or accidental damage caused by you, your family or children, your visitors or guests.
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You may be required to pay for the costs of:
• Reinstating any unauthorised or
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unsatisfactory alterations or improvements carried out by you
• Any electrical or other faults or fires caused by you
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• Any damage caused to the home as a result of the lawful execution of a warrant by the Police and/or other authorised body
• Any unnecessary call-out made by you to our Emergency Seven
Repair Service
• Us gaining access to the home on your behalf as a result of lost or forgotten keys
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• Lock change due to loss of keys • Reglazing
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Minor repairs You are responsible for all minor non-structural repairs including, but not limited to:
• Replacing plugs and chains to baths, sinks and wash basins
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• Minor plaster cracks to internal walls and ceilings 12
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• Refitting doors after laying of carpets
• Electrical plug tops and fuses If you fail to do these repairs and we carry them out, you must pay our costs for doing these repairs. We may do some minor repairs for you if you are elderly, frail or disabled. Please contact us if you want to know more about this.
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painting
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• Releasing windows stuck after internal
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We will only do this if we believe that entry is necessary because of an emergency which could cause personal injury or damage to the property or any property in the locality. If you do not let us in you could be putting yourselves and your neighbours at risk. We can take legal action to enter a property and you may have to pay the costs.
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You must allow our workers or people sent by us into your home to inspect and carry out repairs and improvements. In emergencies, we will need access immediately and in such circumstances our officers, agents and workmen may enter the property with or without force and without notice.
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Access
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You must obtain consent from Aksa Homes prior to any work being carried out to make any improvements or alterations to the property. Aksa Homes will not unreasonably refuse consent, but will inspect any improvements or alterations, that all work is of a professional and safe standard. If Aksa Homes is not satisfied with the standard of work you will be required to reinstate the original design at your own cost. If or when you end your tenancy you may be obliged to reinstate the original design.
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Improvements/alterations
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You are responsible for decorating inside your home and keeping it in good decorative order. You are responsible for repairing and maintaining your own equipment such as cookers, TV aerials and washing machines and any improvements you have put in yourself.
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Other responsibilities
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Repair Response Times Our repairs and maintenance service has the following response times and priorities: Priority 0 Emergency Repairs made safe within four hours
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Priority 1 Urgent Repairs completed within five working days Priority 2 Routine Repairs completed within 28 working days
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Emergency Repair The Emergency Repairs Service operates outside office hours as follows: Monday - Thursday:
after 6.00pm at night through to 8.00am the next morning
Friday:
after 6.00pm through to midnight
Saturday:
24 hours
Sunday:
24 hours
This service only covers genuine emergency repairs (some examples are given below). Misuse of this service will result in tenants being charged for the call out and any administration charges. Attendance out of hours is to MAKE SAFE ONLY. However, if we attend and can complete the repair quickly we will do so. Repairs that are made safe will be completed the following day.
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Possible emergencies include:
• Burst pipe • No water supply • Blocked foul drain (possible
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charge)
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• Blocked WC (only one in house) (possible charge)
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• Insecure door, windows or locks • Water Leak/Burst • Broken Window/External Door (possible charge)
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• External Door/Window Insecure
• Tiles Slipped/Loose or Hanging • Dangerous Brickwork
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• Roof Leaking(water penetration)
• No Heating at All Five
• No Electrics • Emergency Lighting considered to be an emergency
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• No Lights in Kitchen, Bathroom or Stairwell could be
In addition to responsive and planned maintenance, we will continue to improve the facilities and amenities available in your homes through investment schemes.
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In addition to responding to your requests for repairs, we have a programme of Planned Maintenance, which reduces the demand for responsive maintenance. Tenants can be involved in the development and approval of these programmes. See Section 7 of this handbook if you want to know more about getting involved.
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Planned Maintenance
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We take your own individual circumstances into account in deciding what an emergency is.
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Gas Emergencies
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If you smell gas in your home, follow these six steps:
• Put out any naked flames i.e. cigarettes
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• Do not light matches and do not switch lights and sockets on or off - sparks from these can ignite gas
• Turn off the gas supply at the main handle located on the pipe connected to the meter
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• Switch off any working gas appliances • Open your windows and doors to let gas disperse
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• Ring Transco 0800 111 999 • Ring Aksa on 0161 620 2992
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• Out-of-hours 0800 027 0828
Carbon Monoxide Carbon monoxide poisoning can be caused by faulty gas appliances. There are no obvious signs of carbon monoxide poisoning although symptoms may include tiredness, drowsiness, headaches and chest pains. To reduce this risk we regularly check and maintain gas appliances we have installed to ensure high safety standards. To prevent any further risk from carbon monoxide poisoning, follow these instructions:
• Never use a gas appliance if you think it is not working properly.
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Signs to look out for include yellow or orange flames, soot or stains around the appliance and pilot lights, which frequently blow out
• Never cover an appliance or block the vents
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• Never block or cover outside flues If you have any doubts about the safety of your gas appliances, please contact us without delay.
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Electricity
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If you believe the appliances in your home have NOT been serviced in the last year, please contact us without delay.
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If we cannot gain access to your home to service these appliances we will leave calling cards asking you to contact us to make a mutually convenient appointment. Should you fail to respond we will enforce the terms of your Tenancy Agreement that require you to give us access. If you still fail to allow us access we will commence legal proceedings the costs of which we will recover from the tenant.
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We have a legal responsibility under the Gas Safety (Installation and Use) Regulations 1998 to ensure that gas appliances, fittings and flues provided for tenants use are safe. It is therefore important that we service all our gas appliances each year and to do this we need your co-operation.
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Gas Servicing
To prevent accidents:
• Use the correct fuse for each appliance • Unplug appliances when not in use
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The colour code for plug wiring is: Live - Red or brown Neutral - Black or blue Earth - Green or yellow/green
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• Use good quality plugs and ensure they are correctly wired.
• Keep appliances and flex away from water 17
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• Do not trail wires under carpets
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All modern houses are fitted with Consumer Control Units (what used to be called a fuse box), usually fitted close to the electricity meter. Instead of fuses, your control unit is fitted with MCB's (Miniature Circuit Breakers) and ELCB's (Earth Leakage Circuit Breakers). MCB's are similar to fuses but easier to operate. ELCB's are new devices designed to protect you against faulty equipment and electrical shocks.
What to do when the power has gone off
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Situation 1 You have just plugged in an appliance and all the power has gone off:
• Unplug appliance • Reset MCB and ELCB (turn all switches on) • Power should come on again • Have your appliance checked by an electrician
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If the power does not come on again, go straight to situation 2. Situation 2
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Your power has gone off but you don't know why:
• Switch everything off (plugs, lights, cooker, water heater) • Reset ELCB (and MCB) if required • Switch lights on one
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at a time
• Switch plugs on one at a time If the power does not come on again ring Aksa on 0161 620 2992 or out-of-hours 0800 027 0828
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Condensation
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Signs
Causes Too much moisture inside your home. When moisture in the air meets a cold surface like a window or a wall, it condenses (turns into water). If this happens regularly, mould will start to grow.
Cut down on the amount of water produced
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Damp patches with mould growth on cold surfaces such as inside or outside walls or around windows. Mould appears on clothes and furniture and there is a musty smell. The signs will be worse in cold weather.
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• Do not allow kettles and pans to
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• Dry clothes out of doors when
closed when cooking, washing, etc, to stop steam spreading through your home
• Do not used bottled gas and paraffin heaters - every pint of fuel they burn produces one pint of water
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• Keep kitchen and bathroom doors
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boil away unnecessarily
allow moist air to escape and fresh air to be sucked in. You should be able to ventilate your home without making draughts
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• Keep your home well ventilated to
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Increase ventilation in your home
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• Open your windows a little, especially if they are misted up • Use extractor fans if you have them. Make sure wall and window vents are always open
• Allow space for the air to circulate in and around your
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furniture. Open doors to ventilate cupboards and wardrobes
Keep your home warm
• Do not let your home get too cold. You must find the right
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balance between allowing fresh air in and keeping the home warm enough
• Think about fitting some insulation such as draught excluders around the windows and doors. These don't cost much but are effective gas/electric charges contact Aksa Homes who may be able to help.
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• If you need help or advice about getting the best deal for
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When is rent due?
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Paying your rent
Aksa collects rent for each week of the year, over 52 weeks. So that you know what the balance is on your account, we will send you a rent statement every three months.
There are a number of ways of paying your rent. If you are unsure of the bet payment method for you, please ring your Revenue Officer who will discuss this with you.
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How to pay rent
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You must ensure that you pay the rent and all other charges for your home regularly and on time.
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Your rent payment is due on Monday each week for the coming week. You can pay in advance if you prefer.
contact your Revenue Officer
• Pay Point card/Post office contact the office to order a payment card or go on line to order directly from www.aksahousing.co.uk click on “Housing Services” and scroll to “Pay point request”
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• Direct debit/Standing order -
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331 2224. Available 24 hours a day. Use your debit card or credit card
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• Automated payment line 0161
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Payment methods;
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• Cheque -
Make payable to Aksa Housing Association and post to:Aksa Homes, Aksa House, 2 Medtia Square, Phoenix Street, Oldham OL1 1AN Ensure you clearly write your name and address on the back of the cheque. Cheques can be paid at Aksa offices
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• Trans-cash - available at post offices (small charge applicable) Post office staff will help you fill in the payment slip. You will need to quote Aksa account number 226 3440
• Payments direct from benefits - If you are in arrears and in
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receipt of benefits, payments direct from benefit can be arranged. Please ask your Revenue Officer about this
• Online payments - go to www.billpay.co.uk for details of how
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to use this service Please be aware that payments can take up to five working days to appear on your rent account.
Rent Arrears If you are having difficulty paying your rent, you must contact us immediately to prevent the situation from becoming serious. Our policy is that rent arrears will be dealt with in a firm but fair manner. We believe that tackling rent arrears very early is essential. Your Revenue Officer will discuss your account with you and assist you to make a realistic payment offer based on your income and other commitments. your Revenue Officer can advise you if you are likely to be entitled to housing benefit. Aksa also has a financial inclusion officer who may be able to help you make more of your income or even reduce your out goings. You can request an appointment with the financial inclusion officer at any time who will carry out a “financial health check” with you. If you do not pay your rent regularly, you risk losing your home.
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• Over 2 weeks arrears - you will receive a letter • Aksa will keep in regular contact will you by phone, letter and visits
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The main actions we will take to recover rent arrears are;
• Notice of intention to seek possession will be served if arrears • Court action may be taken if arrears continue to increase • A warrant to evict may be obtained if arrears still continue to
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increase
Be aware that if you are evicted for rent arrears, you are still responsible for the debt and further legal action will be taken if necessary to recover the debt.
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Possession action will only sought as a last resort. However you have a responsibility to keep in contact with the Association when you are having difficulties.
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increase
You are under an obligation to report any changes in your circumstances that may affect your claim of housing benefit or any other benefit. If you are overpaid any benefit, you will be required to repay it in full.
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If in doubt you should apply as you have nothing to lose. However please be aware that officers at Aksa Homes can assist you with calculating whether you are likely to receive housing benefit. They can also give advice regarding benefits generally including tax credits. However there is also a free to use housing benefit calculator on the Aksa Homes website at www.aksahousing.co.uk alternatively you can use the internet to access sites such as www.turn2us.org.uk which is a government sponsored advice site. You must give honest and accurate information when using these sites otherwise you will not received reliable estimations.
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You can apply for housing benefit at any time. You can pick up an application form from the council/local housing office. Aksa Homes normally have a supply of housing benefit forms at the office.
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Housing benefit
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The amount of housing benefit you are entitled to will be affected by other adults who live with you; these are called non-dependents. Your Revenue Officer can advise you.
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Rent setting Your rent is set using a range of different criteria such as the size of your property, the area you live in, the development costs and the level of rent for similar properties in your area. If you would like more information about how your rent is set please contact the office. Your rent is reviewed annually. Rent increase levels are determined by a strict formula which currently allows your rent to be increased by a maximum of RPI + ½%. Rent increases are normally effective on the first Monday in October in any year unless we agree a different arrangement any other time personally with you. You will be given a minimum notice period of one month. You will be served a rent increase notice that is headed: Section 13(2) of the housing Act 1988. Form number 4B’ This notice is the legal notification that your rent is going to change. It will tell you what your rent is now and how much it will be changing to. This will include any service charges.
Service charges Some tenants have to pay service charges for the property they live in. A service charge is a charge for a service provided to your home or for a service that is shared amongst a number of people perhaps in a block of flats. Your service charges are called “fixed” service charges and they are split equally between the properties receiving the service. Service charges are reviewed periodically and/or annually. Any changes are notified to you in a similar way to rent changes. Most service charges are eligible for housing benefit. If you require any information regarding the detail of your service charge you can contact the Association and request this.
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Your Neighbourhood, your Community
The summary gives an overview of our approach to anti social behaviour and how you can make a complaint. The details of the Summary are provided below.
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We are required by law to prepare and publish our statements of policy and procedure, with a summary, about how we respond to anti-social behaviour. We review these documents regularly and include customers like yourselves in those reviews.
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We recognise the serious impact of anti-social behaviour and crime on residents, communities and or properties and we are committed to playing a leading and active role in tackling anti-social behaviour.
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1. Anti social behaviour
“Any conduct which is capable of causing a nuisance or annoyance to any person and which relates to or affects the housing management functions of Aksa. Any conduct which consists of or involves using (or threatening to use) Aksa’s accommodation for an unlawful purpose” Examples of anti social behaviour are; • Harassment and intimidation
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The legal definition is;
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What is anti social behaviour?
• Damaging of threatening to damage another person’s home or possession
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• Domestic violence
damage to a property
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• Failing to control any pet or allowing it to foul or cause
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• Hate behaviour that targets members of identified groups
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because of their received difference
• Allowing people who live with you and/or your visitor to be noisy and/or disruptive
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We expect tenants to be good neighbours. That doesn’t mean we expect tenants to be good friends. A good neighbour is someone who acts reasonably and considerately, who respects the different values and life styles reflected in a modern, diverse community. The Tenancy Agreement is a legal contract between Aksa and you the tenant/s. The Tenancy Agreement advises you that you are responsible for your own behaviour and the behaviour of people who live with you or visit you.
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Our approach to anti social behaviour
Aksa will do all it can to tackle anti social behaviour, and this includes;
• Partnership working Six
• Early intervention & Prevention • Enforcement • Helping people to change their
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behaviour You can make a report of anti social behaviour;
• If you feel you are a victim • If you witness someone else being a victim There are occasions when you should also contact other agencies such as the police, social services, Local authority Environmental Health Department, dog wardens, and crime safety units. Please see list of useful numbers in Section 10
Reporting an incident of anti social behaviour
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Aksa Homes would like to encourage all tenants to consider trying to resolve issues themselves before reporting anti social behaviour (ASB).
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Aksa will not disclose any information provided by you or about you, without first getting your consent, unless to do so would compromise Aksa or make the company or its employees open to legal action.
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• Telephoning the office 0161 620 2992 • Using 24 hour free phone 0800 027 0522 • Fax 0161 652 2461 • Letter • Leaving a message on the answer phone • Visiting the office • By appointment at your home • By email to info@aksahousing.co.uk • By speaking to your MP or Councillor • Asking for an appointment at the office • Using Aksa Facebook • Using Looking Local
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Aksa Homes do take complaints seriously and you can report ASB by;
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Your neighbour may not be aware that they are upsetting you. We can give you advice on how to do this and this can often “nip problems in the bud” and resolve issues quickly.
(*Separate polices exist for this area of anti-social behaviour)
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• Racial harassment* • Violence (actual or threatened) • Activity likely to cause danger to others or to properties • Intimidation • Domestic violence*
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Urgent incidents will be responded to within 24 hours and will include; • Offensive graffiti
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What happens after you report ASB?
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Serious incidents will be responded to within five working days and will include:
• Neighbour disputes • Noise • Nuisance children and youths • Criminal behaviour • Damage to property
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We sometimes receive reports of ASB where we cannot take action. This can be where there has been no breach of the Tenancy Agreement or where the complaint is not serious enough to take action. If this is the case, we will tell you in writing. We will tell you of any other courses of action available and may refer you to another agency which may be able to offer further help. We will normally contact you by phone or letter (we will use emails if we are aware you have an email address). We will arrange to see/speak to you at a mutually convenient time and place. We will discuss the case and the options with you and agree an action plan.
We will work with you to try and resolve your issues and we will endeavour to keep you informed during the process. Aksa will offer as much support as it can to both complainants and witnesses. At the end of the process you will be asked for your views about how Aksa responded to your problem. If you remain dissatisfied with Aksa’s response you can make a formal complaint about the service you received which will be dealt with by a different officer.
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We do not deal with complaints alone, but work with you (and often other agencies). The action plan may well include actions for you to complete.
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• All other incidents.
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Non urgent incidents will be responded to within 14 days and will include;
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Legal action & Possession action will only be commenced when non legal remedies have failed. However some forms of anti social behaviour clearly will need firm, legal action from the beginning.
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• Domestic violence • Criminal activity • Racial harassment
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• Mediation • Extra security • Environmental improvements • Offering support to individuals • Neighborhood agreements
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Aksa will always try non legal remedies to resolve a situation and these may include:
In an emergency your must telephone 999.
Simply contact the Association on 0161 620 2992. In very serious cases of violence the Association will look to help you move to somewhere safe very quickly or be able to make your current home safe for you to remain living there.
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The Association can offer lots of one to one support to vulnerable people who may be suffering domestic violence, harassment, who feel isolated and alone.
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Further useful numbers are listed in Section 10
Hate crimes
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Aksa is a Hate crime reporting centre and is an active member of the “No place for racism in Oldham “campaign delivered by Oldham Racial Equality Partnership.
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Hate crime is motivated by hatred, bias or prejudice and is usually directed at; • Race or colour
• Nationality or ethnic • Religion • Gender • Sexuality • Age You must not suffer in silence if you or anyone you know is a victim of a hate crime, please do report the incident to us.
A good neighbourhood needs good neighbours! You can be a good neighbour by simply talking to your neighbours and getting to know them a little. You can often help each other by;
• Keeping a watch over each other’s properties • Putting out and taking in each other wheelie bins • Noticing/reporting suspicious people in the area • Noticing and reporting repairs in the general area • Taking in parcels for each other • Keeping your own gardens clean and tidy
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(setting a good example)
• Doing errands for neighbour's who are older, sick or
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2. Being neighbourly
• Organizing get togethers • Agreeing together how to solve issues • Agreeing together how to make the
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neighbourhood more pleasant
• Form a tenant/resident group 30
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Aksa needs your help to ensure your neighbourhood is a clean and pleasant place to live. Please ensure that you; - Dispose of your rubbish properly - Pick up litter your children drop - Keep your dog on a lead - Clean up after your dog - Park your vehicle properly - Do not park on the grass - Do not block others driveways - Do not use “short cuts” over other people’s gardens - Report promptly fly tipping - Report Graffiti
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Officers from the Association visit your neighbourhood regularly; they have a walk around to make sure every where is clean & tidy. They look at the street lighting, the fencing, parking issues and lots more. The officers do this to try and ensure that your neighbourhood is a clean and pleasant place to live. If you would like to join Aksa officers when they do this in your neighbourhood contact Aksa who will advise when the next estate inspection is due to take place. This information is available on our website, Facebook page and Looking Local.
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3. Estate Management
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These are just a few ideas. Being a good neighbour is quite an easy thing to do and something that you can all benefit from. If you would like some help getting to know your neighbours and would like the Association to help you organize an event so that you can meet and socialize together please get in touch with Aksa!
If you have any ideas about improving your neighbourhood please contact Aksa and we will help you as much as we can!
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Very often it may be the Council who need to respond to an issue in your neighbourhood such as removing fly tipping. However if you are not sure ring Aksa and we can give you advice. Let’s work together to ensure you have a clean and pleasant home and neighbourhood!
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What are the benefits of being involved? • You have the opportunity to be listened to • You can improve satisfaction levels • You can help ensure services meet your needs • You can tell us what does and doesn’t work well • You can get to know your neighbours better • You can get to know neighbours from other areas • You may make friends • You will know what’s going on • You will be more informed 33
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• Work in partnership with you and other agencies
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printing, refreshments, training, postage, venues
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• Keep you informed • Offer you a range of ways to be involved to suit your needs • Provide training • Provide financial help to form a tenant/resident group • Provide financial help to arrange neighbourhood events • Offer assistance by way of officer time, office space,
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Aksa Homes will:
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Aksa Homes is committed to ensuring its customers are at the heart of how services are developed and delivered. Aksa Homes continually looks to raise standards and to improve satisfaction levels.
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Have your say!
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How can you be involved?
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• You can read the tenant newsletter • You can help design the newsletter
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• You can contribute articles to the newsletter
• You can come to your local tenant meeting • You can join in your local estate walkabout • You can join in social events in the neighbourhood • You can be a neighbourhood champion/spokes person • You can take part in surveys • You can come to meetings at Aksa Homes • You can be part of a service review group • You can be a mystery shopper • You can join a tenant/resident group • You can form a tenant/resident group • You can come to one of Aksa Homes’ many activity groups (see section 8)
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• You can apply to join the Aksa Homes Tenants Forum • You can apply to be a Tenant Board member 34
However tenants have the most important role to play and if you don’t tell us your views, we won’t know what they are!
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Aksa Homes has a team of officers, all of whom have a role to play in helping you to be involved and helping you to give us your ideas.
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• Find information • Organise meetings and social events • Design and deliver leaflets • Provide or find suitable training • Introduce you to other tenants,
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The Aksa Homes team can help you;
tenant groups
Six national standards were set, these were;
• Tenant Involvement & empowerment • The Homes • The Tenancy • Neighbourhood & Community • Value for money • Governance and financial viability 35
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After much consultation (Big Conversation) a new regulatory framework came into force from April 2010.
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Since 2008 The Tenant Services Authority (TSA) are the Government body that regulate and set the standards for Registered Social landlords (RSL’s).
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If you want more information about how you can make a difference you can contact the office and speak to an officer. Your local newsletter will also give you information about dates when activities are taking place and you also find this information on Aksa’s web site, Aksa Homes Facebook page or Looking Local.
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• Travelling costs and child care costs
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Although Aksa Homes must meet all the minimum requirements for all of the standards shown above, the TSA asked housing associations to also go that bit further in meeting standards by way of agreeing “local Offers” with tenants. In other words to find out what was most important to tenants at a local level and agree some further standards to reflect local concerns. Many of you came to meetings at Aksa Homes and elsewhere in August/September 2010; you took part in discussion groups and surveys. Really big thanks to all of you who gave up your time. This lead to Aksa agreeing three local offers.
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• Tenant Involvement • Repairs • Neighbourhood & Community
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New Aksa Homes Standards - Local Offers from April 2011
You told us:
• Repairs sometimes had to be reported more than once &
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waiting time was too long
• Tenants want more involvement in deciding how estates should be managed
• Tenants don’t understand the lettings system As the Lettings system is under review, the new Aksa Homes Standards have concentrated on responding to your concerns regarding repairs, estate management and general tenant and community involvement.
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Tenants will continue to report repairs in the usual way, however, Aksa staff will decide if the repair could be carried out by the Handyman or if a tradesperson from Building Services is required. We believe that this new service will actually offer better value for money. The Tenants’ Forum will monitor this new service, consulting with tenants who have used the service to establish customer satisfaction and to help Aksa Homes assess if the service provides value for money. 3. Neighbourhood & Community - Neighbourhood Champions Aksa continues to carry out estate walkabouts to identify key issues for neighbourhoods and provide more opportunities for tenants to
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2. Repairs - Handyman with a Van Aksa has introduced a “Handyman” (man with a van) service to deal with minor repairs quickly and efficiently so that you don’t have wait long periods of time. The Handyman will attend to things like dealing with dripping taps, minor leaks, easing doors and windows. He/she will also carry out small works in communal areas on estates such as repairs to fencing, clearing fly tipping and clearing off graffiti and carrying out estate inspections.
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The Tenants’ Forum will look at neighbourhood and community issues that affect Aksa Homes tenants and members of the wider communities where Aksa Homes works. It will feed into the decision-making at Aksa Homes and have links with the Board of Management and it will have influence on setting and monitoring Aksa Standards now and in the future.
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1. Tenant Involvement Aksa Homes Tenants’ Forum Working with a Group of tenants and the Tenant Participation Advisory Service (TPAS), Aksa has developed a new, tenant led group, Aksa Homes Tenant Forum, to operate on behalf of all tenants.
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Details of the 3 new Aksa Homes Standards are set out below:
Tha Association will publish findings, performance indicators and satisfaction levels to all tenants by way of newsletters.
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influence local neighbourhood management. Members of the Tenants’ Forum will act as Champions for their own neighbourhoods. You can be a champion for your neighbourhood. See section 7.
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• More security & feeling safer • More friends & common interests • Cleaner & tidier neighbourhood • A collective voice for raising issues
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Aksa Homes is committed to providing great quality, affordable homes. However in addition to a warm, comfortable and safe home we all need great neighbours & great neighbourhoods whom we can rely on from time to time, have some fun with from to time. Getting to know your neighbours and looking out for each other can bring many benefits;
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Have some fun!
Aksa can help you and your neighbours to arrange social events in your neighbourhood, these might include;
You might want to arrange a get together to celebrate a big event like;
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Aksa can help with the arrangements and lots of practical advice. Aksa can sometimes offer financial assistance as well as officers helping out on the day.
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• Eid • Christmas • A sport celebration • European neighbours day • A national event
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• Clean up days • Planting days • Sport days • Street party
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about your neighbourhood
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If you have an idea that will bring you and your neighbours together contact the office and let us know. Aksa itself organises events from time to time for tenants to join in, some of these have included;
• Turkey & tinsel • Sprouts to samosas • Aksa 20th Birthday party • Open days – various themes • Oldham Mela • Festival of diversity • Party in the park The feedback from these events has always been very positive from the tenants who attended; everyone had some fun and at the same time thought about all the things that we have in common. So again, if you have an idea for Aksa Homes to host a future event, again pick up the phone and let us know. We are always looking for tenants to be involved in the planning of these events, so don’t be shy and think about what you can offer. Aksa Homes wants its tenants to be happy in the home but also to have the confidence, skills and “know how” when it comes to accessing other services, engaging with the wider communities and making the most of your skills. However here at Aksa Homes we do understand that many people do have low confidence, little support and just don’t know where to start. To help you get started Aksa run a whole range of classes and activities;
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Learning Basic English – speaking, reading and writing
Housing advice club – have you got a question, need some advice, no appointment needed? Financial health check – we can help you manage debts and negotiate with your creditors CAB money advice worker – would you like professional & confidential advice about how to manage debts? Managing money – training to help you make sure you get the most out of your money!
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Work club – help to write a CV, find training, find a volunteering opportunity, and help to find a job.
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Home search club – help to find alternative accommodation
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Learning basic IT skills – using a computer, using the internet.
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Life skills – joining the library, finding a GP, finding a mums & tots group
Understanding credit cards and where to find affordable credit – don’t pay over the odds
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Save, search & switch club – are you getting the best deal on your gas and electric?
Cooking – how to eat healthy without spending a fortune Learn 2 cook & Cook 4 Life – have fun & make new friends whilst learning some basic techniques First Aid training – might help you save a life! Chair based exercises – have you become a couch potato? Need to start a healthier lifestyle?
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How to open a bank account – advise on where to go, what type of account
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Loan sharks awareness training – be informed, alert your neighbours
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How to do your own credit rating
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Flower arranging – just have some fun, meet new friends
Sometimes we can come out to your neighbourhood and deliver activities/training to you and a couple of your neighbours in one of your homes, so if you have a few friends, who would like to get together and learn something, let us know! The above list is just some of the things that Aksa Homes has provided and new ideas will always be welcome. Aksa Homes really want to ensure that tenants get any support they need towards returning to studying, training and working. So think of these opportunities as opportunities to “learn to earn�! For all of the current activities, dates and venues please see the Aksa Homes website, Aksa Facebook or the Looking local channel on your TV. Or if you prefer just ring the office and ask.
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The Association holds open days from time to time and this is when we can ask tenants what future training/activities they think would be useful for Aksa Homes to provide in the future
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In these circumstances Aksa Homes may be able to assist you to find a new home or help you find a new home with a different landlord. Aksa may simply be able to give you advice and information about where to go or who to speak regarding alternative housing.
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Aksa will do everything it can to ensure your home suits your needs. However things change such as the family growing or a change in work commitments that may mean you need to find a new home.
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Moving home
In order to do this you will have to have some housing need. You will need to fill in the Aksa Homes application form and you will need to have a clear rent account, your property be in good order throughout and there not be any tenancy issues. At a time Aksa thinks it can consider you for a transfer the Association will contact you.
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• Transfer to another Aksa property
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The options are;
• Mutual exchange with another social landlord tenant In order to enhance your chances of moving Aksa would always recommend that you join the mutual exchange list of other housing providers in your area. Aksa can help you to do this. You can swap your home with any other social housing tenant. This scheme allows you to
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Aksa is developing a mutual exchange club and can sometimes offer financial assistance towards moving costs.
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In order to do this you will have to fill in the Aksa Homes application form. Aksa will try to find a suitable Aksa tenant for you to swap your home with. This scheme allows you to have one bedroom in excess of your need. Mutual exchanges are about two or more tenants agreeing with each other that they want to swap their tenancies.
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• Mutual exchange with another Aksa tenant
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• Join the waiting list of other social housing providers Aksa Home can help you find other housing providers who may have the type of home you want or the area you want. Aksa will help you obtain the relevant forms, phone numbers and addresses.
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• Take advice about shared ownership properties
• Get advice about buying your own property
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There is not enough supply of social housing to meet demand. However Aksa Homes do a lot of work with private accredited landlords. Aksa Homes can also help with advice and assistance if you need a bond. Considering the private rented sector will offer you more choice and often means you can move more quickly.
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• Move to the private rented sector (accredited landlords)
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have one or more bedroom in excess of your needs. Mutual exchanges are about two or more tenants agreeing with each other that they want to swap tenancies.
If you feel you like to get know more about shared ownership schemes, Aksa Homes will help you to find the information you need.
Aksa Homes does not give mortgage advice, but can help you to use the internet and other means to get good advice about different mortgages, costs of buying and maintaining your own home. Buying your own property is not just about the cost of the property. There are many more costs to consider such as legal fees and stamp duty and on going maintenance cost.
• Right to Acquire Some Assured tenants do have the “Right to Acquire” their property, however not all Aksa Homes properties are eligible for Right to Acquire. Right to Acquire is a scheme that allows some Assured tenant to buy their social housing property with a discount. The
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discount will vary from area to area but is usually £9,000 or £10,000. You can contact Aksa Homes for more information about this scheme. Buying your own property is not just about the cost of the property. There are many more costs to consider such as legal fees and stamp duty and ongoing maintenance costs.
• Choice based lettings schemes and placing bids • Using Pin Point (North West Choice based lettings system) • Searching empty properties for rent web sites • Searching empty properties for sale web sites • Search for mortgage advice using the internet Moving home is very disruptive and can be very expensive. It is important that you think about all the things you will need to do, things you will to pay for before you start looking for a new home.
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Aksa Homes runs a home search club on a Wednesday afternoon. Staff are available to help you search for a home using the internet and accessing;
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Aksa Homes can offer practical and financial assistace if you are willing to downsize.
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Aksa Homes is committed to assisting tenants who are willing to give up a large home they no longer need and move to a smaller property. Smaller homes often mean smaller gas, electric and water bills, smaller gardens to manage, and smaller rooms to decorate resulting in lots of savings! If you live in a home that is too big for you, this scheme could really help out.
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• Downsizing to a smaller property
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• Schools and nurseries for children • Being close to shops and bus routes • Play areas and other social amenities
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You need to think about practical things;
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• Being close enough to your support networks (families, friends,
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support agencies)
• Being able to travel to work reasonably • What size property do you need (rather than want) • What type of property do you need (rather than want) • What areas do you really think you could live in (for the long term) You really need to think about the costs involved; • How much rent can you afford?*
• How much housing benefit will you be entitled to* • How much a new home will cost to keeping warm* • Water charges (is it a water meter?)* • Removal costs - van to move furniture • Costs of “tipping” old furniture you do not want to take to
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the new home
• Disconnecting and reconnecting phones and other electrical
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appliances
• Lifting and refitting carpets or new carpets & curtains • Decorating to your own taste
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Moving home successfully and with minimum disruption needs a lot of thought and planning! * Aksa can help you estimate what these costs/saving may be.
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Choice based lettings You may find in your area that housing providers operate a choice based lettings system. This means that you register an application, if it is accepted you will then receive a reference number. Each week the housing provider will advertise its vacancies, vacancies are advertised;
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If you need help of advice with a choice based lettings system, simply come along to Aksa Homes home search club and we will show what to do. If you are very vulnerable, you can nominate someone else to place bids on your behalf.
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The number of bids you can place is limited. So it is essential that you only place bids on properties you are REALLY interested in. If you are not sure, go and walk past the property, have a look around the area and then place a bid if you are still interested. Remember the advert runs for a whole week; you will not be at a disadvantage placing a bid later in the week.
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If you see a vacancy that interests you, you must “Place a bid” against the property using your reference number. “Adverts” are closed after one week. The Housing Association will then look at all the bids placed and then contact the person with the highest need/longest waiting time and offer them the property.
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• In the free local paper • At the providers offices • On the providers web-site
• Ensure the property is totally secure
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At the end of the notice period you must; • Ensure the property is returned with vacant possession
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If you are already a tenant, you will need to give notice to your landlord that you going to move out. Usually this notice period is either 28 days commencing on a Monday or one calendar month. Notice must be in writing and must be done in a prescribed way. You can get advice from your landlord.
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Ending your tenancy
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• Return all keys to the property • Remove all of your belongings • Leave the property, including external areas clean and tidy. • Take metre readings as you leave. • Ensure you have made arrangements about any future mail you are expecting • advise your landlord of your new address Although you may choose to end your tenancy, you will remain responsible for any debts incurred whilst the tenancy existed. It is always better to negotiate a payment to clear debts rather than leave them and hope they will simply go away. Aksa Homes uses all legal means to collect debts that it is owed. Once the tenancy has been ended and the keys returned Aksa Homes staff will inspect the property. If any issues are found that are not due to normal wear and tear, the Association will recharge to you any costs incurred. Things like; • Clearing the property of furniture and belongings • Cleaning the property • Repairing damage not due to wear and tear If you do not end your tenancy successfully, any future rehousing with a social landlord may be very difficult. All landlords require a reference from previous landlords. If you do not have a good reference, you may not be offered a property. Simply moving out of a property does not bring a tenancy to an end. Properties that are abandoned often attract the wrong attention and end up costing a lot of money to put right. Whilst your name remains on a tenancy you remain responsible for all aspects of that tenancy whether you are occupying or not. If YOU do not end your tenancy and simply leave, Aksa Homes has to go to court to obtain a possession order which can take a long time. During that time rent will be charged and the property may be damaged; these charges are recharged to the missing tenant. So, if you are moving out simply give notice to Aksa. If you see a property you suspect has been abandoned, simply let Aksa know.
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If you have any questions around ending your tenancy just ring the office and ask an officer.
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One 0161 620 2992 0161 652 2461
NEW CHARTER SWITCHBOARD
0161 331 2000
ERS REPAIRS CALLOUT (OUT OF HOURS)
0800 027 0828
PAYMENTS LINE
0161 331 2224 0161 911 3939/6633
0161 770 6644
- Street Cleaning/ Pavements/ Potholes/Grids Etc
0161 770 4325
- Rubbish/Recycling - Bin Collections and New Bins
0161 770 6644
- Street Lighting
0161 770 4336
- Noise Nuisance
0161 770 4502
- Pest Control
0161 770 2244
- Dog Warden
0161 770 4508
- Information in other Languages
0161 222 6644
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Eight
- Abandoned Vehicles
Nine
0161 770 3000
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COUNCIL - GENERAL
Seven
Six
HOUSING BENEFIT/COUNCIL TAX
Four
AKSA HOMES - Main Number - Fax Number
Five
Oldham
Three
Two
Useful numbers
One Two
POLICE/FIRE/AMBULANCE
0161 872 5050
NEIGHBOURHOOD POLICE TEAM
0161 856 8903 0845 437 9479
MONEY MADE CLEAR
ASB FREEPHONE HELPLINE
0800 027 0522
BULKY ITEM REMOVAL
0161 665 0317
INDEPENDANT HOUSING OMBUDSMAN
0207 421 3800
TAX CREDITS
0845 300 3900
FIRST CHOICE HOMES OLDHAM
0161 770 5189
CITIZENS ADVISE BUREAU
0161 620 9317
FAMILY INFORMATION SERVICES
0800 731 1518
Seven
Six
Five
Three
0161 770 6936
Four
SOCIAL SERVICES
CRIME STOPPERS
0800 555 111
Eight
NHS DIRECT
0845 4647
EMERGENCY GAS LEAK
0800 111 999
Nine
EMERGENCY ELECTRIC PROBLEMS EMERGENCY WATER LEAK
0800 330 033
GREENFINGERS
Ten
0800 195 4141
0845 399 7777
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One
NEW CHARTER SWITCHBOARD
0161 331 2000
ERS REPAIRS CALLOUT (OUT OF HOURS)
0800 027 0828
PAYMENTS LINE
0161 331 2224
HOUSING BENEFIT/COUNCIL TAX
0161 253 5008
COUNCIL - GENERAL
0161 253 5000
- Abandoned Vehicles
0161 253 6604
- Street Cleaning/ Pavements/ Potholes/Grids Etc
0161 253 5353
- Rubbish/Recycling - Bin Collections and New Bins
0161 253 5353
- Street Lighting
0161 253 5353
- Noise Nuisance
0161 253 5353
- Pest Control
0161 253 5353
- Dog Warden
0845 241 7253
- Information in other Languages
0161 253 5194
Four
0161 620 2992 0161 652 2461
Eight Nine Ten
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Seven
Six
AKSA HOMES - Main Number - Fax Number
Five
Bury
Three
Two
Useful numbers
One
0161 253 7190
POLICE/FIRE/AMBULANCE
0161 872 5050
NEIGHBOURHOOD POLICE TEAM
0161 856 8127
MONEY MADE CLEAR
0845 437 9479
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Two
SOCIAL SERVICES
Seven
Six
Five
Four
CRIME STOPPERS
0800 555 111
ASB FREEPHONE HELPLINE
0800 027 0522
BULKY ITEM REMOVAL
0161 253 5353
INDEPENDANT HOUSING OMBUDSMAN
0207 421 3800
TAX CREDITS
0845 300 3900
CITIZENS ADVISE BUREAU
0845 120 3757
FAMILY INFORMATION SERVICES
0800 731 1518
Eight
NHS DIRECT
0845 4647
EMERGENCY GAS LEAK
0800 111 999
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Nine
EMERGENCY ELECTRIC PROBLEMS EMERGENCY WATER LEAK
0800 195 4141 0800 330 033
GREENFINGERS
0845 399 7777
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One
NEW CHARTER SWITCHBOARD
0161 331 2000
ERS REPAIRS CALLOUT (OUT OF HOURS)
0800 027 0828
PAYMENTS LINE
0161 331 2224
HOUSING BENEFIT/COUNCIL TAX
0161 234 3695
COUNCIL - GENERAL
0161 234 5000
- Abandoned Vehicles
0161 872 5050
- Street Cleaning/ Pavements/ Potholes/Grids Etc
0161 234 5000
- Rubbish/Recycling - Bin Collections and New Bins
0161 954 9000
- Street Lighting
0161 954 9000
- Noise Nuisance
0161 234 4612
- Pest Control
0161 234 4928
- Dog Warden
0161 954 9000
Four
0161 620 2992 0161 652 2461
53
BANGLA 245 7056 URDU 256 4070
Eight Nine Ten
- Information in other Languages
Seven
Six
AKSA HOMES - Main Number - Fax Number
Five
Manchester
Three
Two
Useful numbers
One
0161 255 8250
POLICE/FIRE/AMBULANCE
0161 872 5050
NEIGHBOURHOOD POLICE TEAM
0161 856 3925
MONEY MADE CLEAR
0845 437 9479
Three
Two
SOCIAL SERVICES
Seven
Six
Five
Four
CRIME STOPPERS
0800 555 111
ASB FREEPHONE HELPLINE
0800 027 0522
BULKY ITEM REMOVAL
0161 954 9000
INDEPENDANT HOUSING OMBUDSMAN
0207 421 3800
TAX CREDITS
0845 300 3900
CITIZENS ADVISE BUREAU
08444 111 444
FAMILY INFORMATION SERVICES
0800 731 1518
Eight
NHS DIRECT
0845 4647
EMERGENCY GAS LEAK
0800 111 999
Ten
Nine
EMERGENCY ELECTRIC PROBLEMS EMERGENCY WATER LEAK
0800 195 4141 0800 330 033
GREENFINGERS
0845 399 7777
54
One Two
Useful numbers
NEW CHARTER SWITCHBOARD
0161 331 2000
ERS REPAIRS CALLOUT (OUT OF HOURS)
0800 027 0828
PAYMENTS LINE
0161 331 2224
HOUSING BENEFIT/COUNCIL TAX
0161 342 8355
COUNCIL - GENERAL
0161 342 8355
- Abandoned Vehicles
0161 342 8355
- Street Cleaning/ Pavements/ Potholes/Grids Etc
0161 342 8355
- Rubbish/Recycling - Bin Collections and New Bins
0161 342 8355
- Street Lighting
0161 342 8355
- Noise Nuisance
0161 342 8355
- Pest Control
0161 342 8355
- Dog Warden
0161 342 8355
- Information in other Languages
0161 342 5094
Five
0161 620 2992 0161 652 2461
Eight Nine Ten
55
Seven
Six
AKSA HOMES - Main Number - Fax Number
Four
Three
Tameside
One
0161 366 4326
POLICE/FIRE/AMBULANCE
0161 872 5050
NEIGHBOURHOOD POLICE TEAM
0161 856 9350
MONEY MADE CLEAR
0845 437 9479
Three
Two
SOCIAL SERVICES
Seven
Six
Five
Four
CRIME STOPPERS
0800 555 111
ASB FREEPHONE HELPLINE
0800 027 0522
BULKY ITEM REMOVAL
0161 342 8355
INDEPENDANT HOUSING OMBUDSMAN
0207 421 3800
TAX CREDITS
0845 300 3900
CITIZENS ADVISE BUREAU
0161 330 2156
FAMILY INFORMATION SERVICES
0800 731 1518
Eight
NHS DIRECT
0845 4647
EMERGENCY GAS LEAK
0800 111 999
Ten
Nine
EMERGENCY ELECTRIC PROBLEMS EMERGENCY WATER LEAK
0800 195 4141 0800 330 033
GREENFINGERS
0845 399 7777
56