PCH - Rents and service charges 2014

Rents and Service Charges 2014

Frequently asked questions about

Rent

What is my rent used for?

Your rent is used to manage, maintain and improve your home as well as your community and also to help fund the building of new homes.

Rents charged by us continue to be the lowest in Plymouth – making them good value for money. From April, our average rent will be £73.49.

Our rents are among the lowest for housing associations in the country.

How is my rent charged?

Your rent is charged on a weekly basis and is due weekly in advance.

This year payments are due from 7th April 2014 to 5th April 2015.

If you choose to pay fortnightly, your payment will need to be for the current week and week following.

You can also pay monthly in advance. We check your account at the end of each week.

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When are the rent free weeks?

The ‘rent-free weeks’ will be the weeks starting the 22nd December 2014 and 30th March 2015.

The year runs from 7th April 2014 to 5th April 2015.

There will be 52 weeks during this period. This means that for this year we ask you to pay your rent for the whole year over 50 weeks. If you pay your rent by monthly Direct Debit then the rent for the year is paid in 12 equal instalments. The amount you pay for the full year will be the same as paying by other payment methods.

If you are in arrears of rent, have a court order, or another arrangement to clear arrears, you will still be expected to make payments during the rent free weeks.

What if I fall behind with my rent or service charges?

If you are having difficulty paying your rent and service charges please contact the Income Recovery and Financial Inclusion team as soon as possible on freephone 0800 028 0350.

Money worries, especially debt, can have long standing effects on your health as well as having wider implications to you and your family.

Our staff work with a number of agencies that can help you work towards resolving your problems in complete confidence.

Most people struggle from time to time to make ends meet and life can throw up unforeseen costs that result in you being short of money. There are however some key indications that you may have a debt problem.

Are you: • Missing rent payments?

• Having to borrow money to pay for day to day living expenses?

• Borrowing to meet outstanding debt repayments?

• Struggling to meet minimum credit card repayments?

Last year we were able to support hundreds of our customers to resolve their debt problems so if you are worrying about money and paying your rent please contact us as soon as possible.

How do I apply for Housing Benefit?

If you have a low income and do not get any help to pay your rent at present, you may be entitled to Housing Benefit. If you would like to make an application for housing benefit you can do this online at http://www.plymouth.gov.uk/ counciltaxbenefit, by contacting the City Council Housing Benefit Office in the City Centre or by speaking to the Incomes Recovery and Financial Inclusion Team on freephone 0800 0280350.

I am receiving Housing Benefit.

Do I need to reapply?

IF YOU RECEIVE HOUSING BENEFIT NOW, YOU DO NOT NEED TO REAPPLY. You will receive a letter from the Housing Benefit Office that will give details of your new benefit entitlement and the revised amount you should pay each week. This will change when Universal Credit starts in 2016/2017.

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Paying By Direct Debit Direct Debit is a safe and easy way to pay which is why a large number of tenants now choose to pay this way. If you set up a Direct Debit then you are protected by the Direct Debit Guarantee. You can pay weekly, fortnightly, four weekly or monthly on any date you choose.

These payments should be made in advance in line with the terms of your tenancy agreement.

Direct Debit Prize Free Quarterly Prize Draw Everyone paying by Direct Debit for three months will be entered in our quarterly prize draw. The quarterly prizes are: • One prize of £250 • One prize of £100 • One prize of £50 • Ten prizes of £10

Frequently asked questions about

Service Charges

What is a service charge?

A service charge is made for services we provide to your block or to your home that are not covered by the rent. It covers communal services and in some cases individual services such as heating and hot water.

Plymouth Community Homes operates a variable service charge system. This means we will only charge you the amount that covers the full cost of the services you receive. We aim to provide services in the most reasonable and cost effective way and to a standard acceptable to you, our residents.

For more information please refer to the service charge leaflet within your Tenants Handbook.

Why are you sending out a service charge statement?

By law, if we charge you a variable service charge, we have to make an adjustment when we know the actual cost of the services. We want to be open and transparent with you about these costs and the adjustment.

We have tried to keep this information as simple as possible but if you have questions then please contact us on 0800 012 1474. Lines are open 9am to 5pm Monday to Friday.

The service charge statement shows you the difference between the actual cost of the service, compared to what we originally estimated for the period October 2012 to September 2013.

The estimate might be different from the actual cost due to changes in inflation and prices to products used to provide services. We then either add to, or deduct from, the estimated cost of the services for the forthcoming year starting April 2014 to give your new service charge.

How does the affordability cap work?

This cap only applies to you if you were a tenant before April 2011.

We have adjusted the charge so it does not rise annually by more than inflation (using the Retail Price Index + 0.5% + 50p) compared to what you paid per week in March 2011.

I am on the ground floor.

Why should I pay for a lift?

The lift is one of the services to which everyone in the block has access. Whether you choose to use it or not, it is accepted that all residents should share the cost of communal services.

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I don’t use the laundry.

Why should I pay for it?

The laundry is available to all tenants in the block(s) as a communal service so whether you choose to use it or not, it is a service you share and pay towards.

I am in a block but I know someone in another block who pays a different amount for the same service. Why is this?

Each block, however similar, will have costs that can vary or have a different number of flats. For example, one block may have more flats than another so the costs are spread among more residents. This makes the cost per resident lower.

Some services may vary between blocks such as the area of grounds to be maintained or the time taken to clean the courtyard because of the size.

What is a management and administration charge?

There is a cost in running and managing the services provided to your block. These costs need to be met by tenants and leaseholders who receive the services.

The charge covers the administration needed to manage all the services.

This will include calculating the charges and adjustments, managing the contracts, making payments to our providers, providing information and consulting with residents.

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It is charged at 13p per week per service. It is based on the number of services you receive but will not exceed 15% of the total cost of service charges.

Will I get a refund if I am owed money for the period October 2012 to September 2013?

Any money owed to you will be taken into account by reducing your service charge starting in April 2014.

Contacting Us PCH City Centre Shop 16-19 Frankfort Gate, Plymouth PL1 1QD Tel: 01752 389778 Income Recovery and Financial Inclusion Team Tel: 0800 028 0350 Whitleigh Team Tel: 0800 917 9498 North Prospect Team Tel: 0800 917 9499 Devonport Team Tel: 0800 917 9497 Estover Team Tel: 0800 917 9496 Plymouth Community Homes Head Office, Plumer House, Crownhill, Plymouth PL6 5DH Tel: 0800 012 1474

Welfare reform Bedroom Tax If you are below pensionable age, in receipt of Housing Benefit and you have one or more spare bedrooms, your housing benefit is reduced and you will need to pay this charge commonly known as the bedroom tax yourself. If you are having difficulty paying this, please contact us as soon as possible and our staff will do their best to help you and provide advice.

We have staff who are able to help anyone wishing to downsize to a smaller property and have already helped a number of tenants move to accommodation that suits their needs. If you would like to move to a smaller property please contact us.

Universal Credit Universal Credit will be the new single payment for people who are looking for work or on a low income. It will replace a range of working-age benefits including Job Seekers Allowance, Income Support, Employment & Support Allowance, Child Tax Credits, Working Tax Credits & Housing Benefit with a single monthly payment. Universal Credit is already happening in seven areas of the country but probably won’t be introduced in Plymouth until 2016/2017.   If you have any questions about the proposed welfare benefit changes please speak with our Income Recovery and Financial Inclusion team on Freephone 0800 028 0350.

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Plymouth Community Homes Plumer House Tailyour Road Crownhill Plymouth PL6 5DH Telephone: 0800 694 3101 Email: info@plymouthcommunityhomes.co.uk Web: www.plymouthcommunityhomes.co.uk Registered Office: Plumer House, Tailyour Road, Crownhill, Plymouth, PL6 5DH Charitable Industrial and Provident Society Registration No: 30637R