WELCOME TO YOUR NEW HOME

Your Tenancy

NEED TO KNOW: YOUR HOME

1.0 KEYS

You will be provided with two sets of keys when you move into your new home. We only keep master keys to communal doors to blocks of flats and do not keep duplicate keys to your home. If you lock yourself out of your home or lose or damage your keys, you will need to arrange a new set by contacting us. You will need to pay for their replacement.

1.1 PROPERTY CONDITIONS

Swan’s general needs homes are let unfurnished and as seen. Before you sign your agreement, you will have had an opportunity to view your home. We will have carried out a range of safety checks and any required repair work to make sure that it is safe and ready for you to settle into. Sometimes, to help you get moved in faster, some outstanding repair work will be completed after your move in. We will agree this with you at the time. This is unless you are moving through a mutual exchange, in which case you will have agreed with the outgoing tenant the condition that the property will be left in before you move in.

All our homes meet the Lettable Standard that sets out that your home must be safe, clean and free from the need for any immediate repairs. You can download our Lettable Standard at www.swan.org.uk

1.2 UTILITIES

It is your responsibility to let utility companies, such as electric, gas and water, know the date your tenancy started. We suggest that you take meter readings on the day that you move into your new home, so that you have them ready when a utility company asks you for them. This will help ensure that your first energy bills will be accurate (unless you have a pay per use meter).

If your home has a gas supply, you will need to contact Axis to get it uncapped (see page 18).

If you are having a gas cooker connected, it must be fitted by a registered Gas Safe engineer.

1.3 TELEVISION / SATELLITE

If you live in a house or bungalow, you are responsible for your own television aerial and, where required, a TV license. You do not need our permission to install an ordinary TV aerial. However, please ask us for permission before you put up a satellite dish.

If you live in a flat, you can access services via the communal satellite system (IRS) or via cable services, where installed. You are required to pay for your own satellite service.

It is your responsibility to ensure that you have a TV licence where required. Satellite dishes installed on blocks of flats will be removed by Swan.

1.4 DECORATION

You are responsible for the internal decoration of your new home. Although, if it has been assessed as being in a poor decorative condition, we may give you some financial assistance in the form of vouchers towards your decoration costs.

If you are an older customer (aged 65 years or over) or are disabled, we may be able to help you with internal decorating if you cannot do it yourself and do not have any family who can help you.

Please note that residents are not permitted to decorate communal areas of buildings.

Decorating your home allows you to put your personal stamp on it. There are options that don’t involve taking out high-risk credit or borrowing beyond your means. You can often find good deals by visiting Facebook Marketplace and www.reuse-network.org.uk. You could even give upcycling older items a try.

NEED TO KNOW: YOUR HOME

1.5 HOME CONTENTS INSURANCE

It is your responsibility to insure any personal belongings and internal furnishings by taking out contents insurance.

Contents insurance is designed to protect your belongings against unforeseen circumstances such as internal leaks, power cuts, accidents or burglaries. This means you don’t need to worry about replacing essential items in your home if something unexpected happens.

If sprinklers are fitted inside your home, it is important that you check with your contents insurer that their policy covers water damage as a result of sprinkler activation.

Swan partners with Thistle Tenant Risks and Ageas Insurance Limited that provides the My Home Contents Insurance Scheme for all tenants and residents living in social and affordable housing. You can find more details on the scheme and arrange cover in an easy and affordable way by calling them on 0345 450 7286 or visiting www.thistlemyhome.co.uk.

NEED TO KNOW: YOUR HOME

1.6 PETS

We recognise the benefits that living with a pet can bring and have adopted a pet-friendly policy.

You do not need our permission to keep pets that live in a small cage, or a small aquarium or vivarium. You do need our permission to keep some larger pets and you may be asked to sign a pet agreement before you can keep a dog or a cat.

Permission to keep pets that are required as an aid to customers with a visual, hearing or sensory difficulty, or any other disability will normally be permitted.

Please read our Pet Policy and the conditions of your tenancy before getting a pet. You can access our policy at www.swan.org.uk/customer-policies.

You can also chat to one of our Neighbourhood team by calling 0300 303 2500 or emailing info@swan.org.uk.

You will not be allowed to keep a cat or dog if you live in a block that is subject to a restriction on pets in the lease.

1.7 GARDENS

If you have a garden (including a balcony garden) it is important that you look after it.

Gardens, including hard standings, should be wellmaintained, tidy and free from rubbish. You are responsible for any trees, hedges, plants, fencing, gates and any outbuildings within your boundary.

You should not plant any fast-growing trees or allow hedges to grow over six feet tall or overhang your boundary. Trees should not be planted close to buildings or walls and you need to get our written permission before you remove any trees, boundary hedges or fencing, or erect a shed or greenhouse.

For customers who are older or disabled, we may be able to offer some assistance with gardening. Contact our Neighbourhood team by calling 0300 303 2500 or emailing EssexNeighbourhood@swan.org.uk.

• Balconies should be kept clear and tidy and you should not allow items, such as clothes or planters, to overhang the railings.

• Please do not encourage pigeons to visit your balcony by feeding them.

NEED TO KNOW: YOUR HOME

1.8 PARKING

Unless you have a private driveway, there is no guarantee that you will be able to park in the space closest to your home. Your tenancy does not include allocated parking and it is not unusual for there not to be enough parking to go around.

Many developments, especially those in London, are car-free. If your home is in a car-free area, it means that there is no parking available. Some areas operate a parking permit scheme where you can apply for a permit to park on the road. If your home is part of a permit parking scheme, you are responsible for ensuring that you have the correct permit displayed at all times.

You must not park in any designated emergency vehicle access route

1.9 BINS

With the exception of communal bins for blocks of flats, we do not provide rubbish bins. If your home does not have bins, please contact your local authority via www. gov.uk/find-local-council. The local authority is also responsible for removing household rubbish – see your local authority (council) website for collection days for your home.