Guide to your new tenancy booklet 2015 by City and County of Swansea

Guide to your new tenancy Arweiniad iâ&#x20AC;&#x2122;ch tenantiaeth newydd Directorate of Place Cyfarwyddiaeth Lleoedd

CONTENTS

Page Number

Welcome to your new home...................................................................................................................4 How to Set Up Your Gas & Electricity Accounts....................................................................................5 Adjusting Central Heating Controls ..........................................................................................................6

Energy Saving ........................................................................................................................................7 Paying Your Rent....................................................................................................................................8 The Welsh Housing Quality Standard and Your Property ....................................................................12

Your Responsibilities .........................................................................................................................13 Property Inspections ............................................................................................................................13 Pets ......................................................................................................................................................14 Running a Business from your Home ..................................................................................................14 Respecting Your Neighbours ...............................................................................................................14 Door Entry Systems .............................................................................................................................14 Cleaning Landings................................................................................................................................15 Communal Gardens .............................................................................................................................15 Tenants of High Rise ............................................................................................................................15 Looking after Your Garden ...................................................................................................................15 Tend and Mend Scheme ......................................................................................................................16 Donated Furniture ................................................................................................................................16 Rubbish Disposal .................................................................................................................................16 Parking .................................................................................................................................................16 Abandoned Cars ..................................................................................................................................16 Vandalism .............................................................................................................................................16 Pest Control .........................................................................................................................................17 Estate Caretaking Service ....................................................................................................................17 Estate Checks ......................................................................................................................................17

Minimum Letting Standard...................................................................................................................18 Repairs Reminder.................................................................................................................................19 Important Utilities Information..............................................................................................................20 Tenancy Support ..................................................................................................................................21 Anti Social Behaviour ...........................................................................................................................22 Tenant Participation..............................................................................................................................23 Buying Your Council Home ..................................................................................................................24 Ending Your Tenancy............................................................................................................................24 Handy Telephone Numbers..................................................................................................................26 Housing Website ..................................................................................................................................28 Comments, Compliments & Complaints..............................................................................................28

Welcome to your New Home The Council want you to be happy and settled in your home. Being a tenant brings with it some responsibilities and the Council appreciates that renting a home for the first time can be a bit daunting. If you need advice or have any problems that need sorting out contact your District Housing Office.

HOW TO SET UP YOUR GAS AND ELECTRICITY ACCOUNTS Now that you are the tenant of your new home, you must arrange to have electricity and gas accounts put into your name as this is the householder’s responsibility. For safety, the gas and electricity have been disconnected; this means you will not have light, heat or hot water until you have followed the steps shown. When you receive the keys to your new home please read the electricity and gas meters, you can write the details in the spaces below.

BASIC INFORMATION The full address and postcode of your new property is:

Phone your gas and electricity suppliers tell them that you are the new occupier, and ask them to set up new accounts for you. Their names and phone numbers are shown below.

Your Local District Housing Office is:

Once you have used your card and key the meters should be in credit. BUT YOU WILL STILL NOT HAVE ELECTRICITY OR GAS.

Your Neighbourhood Officer is:

The next step is to contact the Repairs Call Centre on 01792 635100 (Monday to Friday 8.00am – 5.00pm to let us know that the meters are now in credit. We will then arrange a visit within 3 days to reconnect the services and carry out safety tests. We will let you know when the workers will be calling; the work will normally take several hours. Note this work cannot be done at weekends or out of hours.

Your weekly Rent is:

If there are pre-payment meters you will need a gas card/electric key to credit the meters. Usually they will already be in the property. If not tell your suppliers and they will arrange to send them to you. Do this as soon as you can as they will take about 3 days to arrive.

Due every Monday as of week beginning

The companies who supply power to your home are: Utilty

Company

Contact No.

ONLY COUNCIL WORKERS AND UTILITY COMPANIES ARE AUTHORISED TO RECONNECT AND TEST THE GAS AND ELECTRICITY SUPPLIES. TENANTS MUST NOT INTERFERE WITH THE METERS OR SUPPLIES AND MUST NOT ALLOW OTHER UNAUTHORISED PERSONS TO DO SO. If you have any difficulty with getting your new accounts set up, or your meters credited, please ring 01792 525154 or 01792 525159 Address

GAS ELECTRIC

Post Code

NB: You should not be asked to pay for any debt on your meter left by the previous tenant. Make a note of your meter readings as soon as you take over the tenancy.

Gas

Electricity

Meter reading

Your home is heated by:

Credit

The boiler is in the:

Debit The make of the boiler is: Your Suppliers Name The Gas Meter is located:

Suppliers Phone Number

The Electric Meter is located:

Meter Reference Number

Rubbish/Refuse/ Recycling is collected on: The Stopcock is located:

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

ADJUSTING CENTRAL HEATING CONTROLS

ENERGY SAVING AND ENERGY PERFORMANCE CERTIFICATES In your new tenancy pack you will find an Energy Performance Certificate (EPC) for your property. EPC’s are required by law when a property is built, sold or rented. It contains information about a property’s energy use, typical energy costs and recommendations about how to reduce energy use and save money. The EPC gives your property an energy efficiency rating ranging from A (most efficient) to G (least efficient) and it is valid for 10 years.

Timeclock programmer (example)

Digital programmer (example)

Room thermostat

General advice

n A timeclock or digital programmer automatically turns the heating and hot water on and off at times you set. n You have three switches that control on/off times: • AUTO, which automatically turns the heating and hot water on and off at times that you set • ON, which you can use to manually override the automatically set starting time

When thinking about energy use it is helpful to know how to use your central heating system efficiently. If available, make use of the timer’s, thermostats and TRV’s in your property to adjust the system to suit your individual needs. When you move in a gas engineer will come to carry out either a gas safety check or a gas service, they will explain to you how the system works. If you need a copy of your heating instructions then please inform your nearest District Housing Office who can supply this for you. Just changing a few things could help you save money! These are changes we can all make to our daily routines. Turn your thermostat down 1 degree Fill unused space in your freezer with rolled newspaper

• OFF, which you can use to override the automatically set finishing time.

n Set the heating to go off during the night and when the home is empty during the day. n During freezing spells, keep a low heat on all the time.

Draw your curtains at dusk, also use door curtains for external doors Switch the lights off in the rooms you don’t use and use energy saving bulbs

To set a timeclock programmer

Don’t leave things on stand-by

n Timeclock programmers will have sets of pins or arrows for setting the heating programme.

Only fill and boil the kettle with the water you need

n Arrows: slide the ‘on’ arrows (usually red) around the clock to the times when you want the heating to come on and slide the ‘off’ arrows (usually blue) around to the times when you want the heating to go off.

Don’t leave taps dripping, especially hot water taps. Please call the Housing Repairs Centre on 01792 635100 for assistance

n Check the clock is showing the correct time. Adjust if necessary.

n Pins: push them in against any time when you want the heating to be on and pull them out against any time when you want the heating to be off.

n Set the switch to ‘timer’ or ‘auto’ (depending on the unit). Most programmers have an instruction panel to guide you.

Use washing machine’s and dryer’s to full capacity unless you have ½ load settings

Close doors to keep the heat in rooms

For any further information please contact the

Room heating

City & County of Swansea’s Energy Efficiency Officer on

n A comfortable temperature is between 18°C and 22°C.

To carry out a free on-line Home Energy Check run by the Energy Saving Trust. Please enter the web address below and search for ‘Home Energy Check’ www.energysavingstrust.co.uk or call them on: 0800 512 012.

n A room thermostat controls the heating to keep the room at the temperature you have set.

01792 635318.

To set a digital programmer

n Check the clock is showing the correct time. If not, put the timer switch to ‘clock’ and adjust the time using the ‘forward’ and ‘reverse’ (+ and -) buttons. n Set the switch to each setting of ‘on’ and ‘off’ in turn and adjust the time setting. n Reset the timer switch to ‘auto’.

n Set the ‘heating’ and ‘hot water’ switches to come on once, twice or stay on all the time, as you prefer. n Check that the settings are as you want. 6

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

The Direct Debit Guarantee

PAYING YOUR RENT

Your payments are covered by this guarantee:

About your rent... Rents pay for the repairs, estate management and other landlord services that you receive, if you do not pay your rent, it means that the level of service given to tenants cannot be maintained. Your rent is due on a weekly basis, as stated in your tenancy agreement. There are many ways in which you can pay your rent. You must ensure your rent account does not go into arrears.

This guarantee is offered by all banks and building societies that take part in the Direct debit Scheme. The efficiency and security of the scheme is monitored and protected. If the amount to be paid or the payment dates change Swansea Council will notify you 10 working days in advance of your account being debited (or as otherwise agreed.) If an error is made by Swansea Council, your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

The Rents Team The Rents Team is split into two according to areas: The team at Blaenymaes District Housing Office cover Blaenymaes, Gorseinon, Sketty and Gower, West Cross and Townhill. The Rent Officers here can be contacted on the telephone number on their last letter to you or by calling 01792 534094. The team at Morriston District Housing Office cover Morriston, Eastside, Town Centre and Penlan. The Rent Officers here can be contacted on the telephone number on their last letter to you or by calling 01792 601720.

HOW CAN I PAY MY RENT? We provide a flexible range of payment methods. You can pay rent by: Direct Debit, weekly or monthly or standing orders Telephoning the Rents Team or the District Housing Office (DHO) The Internet (24 hours) Automated Telephone Payment Service (24 hours) Tel: 0845 3052199 By claiming Housing Benefit At any District Housing Office PAYZONE – at any outlet that has the PAYZONE logo At the Post Office Rent from wages for Council employees – forms are available from Intranet, DHOs and Rents Team. Through a Credit Union ‘Jam Jar’ account We will send you a rent account statement every year. However, you can get up-to-date details of your rent or other housing accounts by visiting any DHO or by telephoning the Rents Team 01792 534094.

Direct Debits This is the easiest way to pay your rent if you have a bank account! You can pay weekly or monthly in advance so that your account does not go into arrears. If monthly, payments are made automatically from your back account on a monthly basis (you can choose either the 15th of the month or the last working day).

You can cancel a Direct Debit at any time by writing to your bank or building society. Please also send a copy of your letter to the rents team.

Telephone Payments You can pay your rent or other payments over the telephone by using your debit or credit card. The following cards may be used - Visa, Switch, Solo, Maestro, Electron or Delta. Please note we do not accept American Express. You can pay via any of the DHOs, by calling the Rents Team on 01792 534094 / 601720 or by calling 01792 635100. These services are available during normal office opening hours.

The Internet You can now pay your rent via the online payments facility at www.swansea.gov.uk. This service is available on a 24 hour basis.

Automated Telephone Payments Service This service is available 24 hours per day, 7 days a week. Using this service you will avoid having to wait to be connected to a member of staff, especially in busier times. The local rate telephone 0300 456 2765 (English) or 0300 456 2775 (Welsh), and you should have your rent number is account number to hand, along with your chosen method of payment, which may be a debit or a credit card*. Please note that we do not accept payments via American Express.

In Person You can pay in person at all of the 9 District Housing Offices other than Gorseinon DHO, mornings only at the Clase DHO, or the Civic Centre (formerly County Hall). Payments can be made by cash, cheque, postal orders and most major debit or credit cards.

Housing Benefit Are you having difficulties paying your rent? Do you get Income Support, Job Seekers Allowance, other welfare benefits or are you on a low income/wage? If you have answered yes to any of these you may be able to get Housing Benefit. For more information on Housing Benefit or a claim form 01792 635353 or e-mail benefits@swansea.gov.uk please ring Don’t delay in sorting this out!

Your monthly payment is calculated by working out: How much you must pay to have clear rent account by the end of the financial year (i.e. March). Divided by the number of monthly payment opportunities left in the year. Please contact the Rents Team if you want to discuss the amount in more detail. 8

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

Payzone

What other housing accounts may I have to pay?

You can pay at any retail outlet that displays the “PAYZONE” sign using your Post Office swipe card.

There are other housing accounts with separate charges that are not related to your rent. These are known as sub-accounts and are charges for things such as tenants contents insurance premiums, supporting people charges and an “other charges account”.

Post Offices

This other charges account combines a number of charges, as follows:

You can pay at any Post Office with your swipe card. Please note that Payments made from a Wednesday onwards will not appear on your account until the following week.

Re-chargeable repairs (repairs that have been carried out that you are responsible for) Court Costs Re-chargeable rubbish collection/removal

Having difficulty paying your rent?

Bed and Breakfast charges

If you are having difficulty paying your rent we can provide advice and support, you may also be able to receive help with your rent. There are a variety of benefits you may be able to claim which can help in paying your rent, even if you are working. It is important that you contact the Rents Team for help as soon as possible.

Furnished Tenancies – outstanding charges for packs, damaged/lost items

Universal Credit Claimants

You will receive a letter when a sub account charge is raised against your tenancy.

If you receive Universal Credit it is important that you make your rent payment as soon as you receive your UC Credit. If you need support with this please contact the Rents Team.

Recoverable Heating (underpayment of annual heating bills) Supporting People Service Charge (Sheltered Accommodation)

If you do have sub-accounts it is important that you arrange to repay them promptly. You can contact the Rents Team to discuss repayment. If you are in arrears with your rent and owe sub-account charges, then it is especially important that you contact us.

Problems with other bills/debts? If you are having problems with other bills and debts, it is important that you act quickly. You need to sort out bills or debts before they get worse. The Rents Team can help and advise you. We also have a money advice service that can provide specialist help. They are based in Housing 01792 Options on High Street and you can arrange an appointment to see them by calling 533100.

We will take legal action to recover sub-account debts if they are not repaid.

Rentsteam@swansea.gov.uk 01792 534094 01792 601720

What happens if I do not pay my rent? Your home is at risk if you do not maintain regular rent payments. Please contact the Rents Team as soon as you have a problem with making a payment. If we have to take legal action to recover rent arrears a County Court Judgement (CCJ) could be made against you. This may affect your ability to get credit in the future including a credit card, loan, mobile phone contract or mortgage. You will also have to pay court costs on top of the rent arrears that you owe. The court could also grant a Possession Order on your home which could lead to you losing your home. You will also be liable for court costs. It is essential that you contact the Rents Team urgently if you are facing court action.

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

THE WELSH HOUSING QUALITY STANDARD AND YOUR PROPERTY The Welsh Government has set up standards that your property must meet. The City and County of Swansea is intending to meet these by 2020. The council must also carry out regular repairs and servicing to homes to ensure they remain safe. These include:

The standard expects that the dwelling is: n In a good state of repair; n Safe and secure;

n Minor repairs and painting to homes which are carried out every 10 years. This will include servicing to windows, checking staircases, and minor repairs to the exterior of each house.

n Adequately heated, fuel efficient and well insulated; n Equipped with up-to-date kitchens and bathrooms;

n Well managed (for rented housing);

n Located in attractive and safe environments; n As far as possible suited to the specific requirements of the household.

The Council has the key aim to improve the Council housing stock and estates up to the Welsh Housing Quality Standard by 2020. The programme will require investment of over £250m between now and 2020 to deliver the improvements. The work to homes will vary as some properties may need more work than others to bring them up to the standard. Tenants will be notified individually in advance on what work is proposed for their home, including likely start dates and who the contractor will be etc. To bring homes up to the Welsh Housing Quality Standard the Council will carry out a range of repairs and improvements to homes across the City and County of Swansea. The types of repairs and improvements will include:-

n New kitchens and bathrooms which include new floor covering, extractor fans and decoration. n External Wall Insulation and wall tie renewal to ensure properties remain structurally sound and well insulated. n Re-roofing

n New efficient and reliable boilers to heat the home and hot water.

n Electrical testing – All of the Council's properties are tested for electrical safety every 10 years. If the electrics do not pass the test then the property has to be rewired. These safety tests are a crucial area of work and it is important that tenants allow access for this to be carried out.

n Gas testing – Where there is gas in the property a safety test is carried out every year. It is very important you allow access for this work as the gas needs to be checked and failure to do so can be very serious. n Your property will have hard wired smoke alarms for your safety. These will be replaced every 10 years. If you think they are faulty or they have been damaged you should report it to the Housing Repairs Call Centre as a priority on 01792 635100.

n The communal blocks have regular checks where required to emergency lighting, fire extinguisher testing, door guard and fire door servicing, fire alarm testing, portable appliance testing, extractor fans, lightning conductor testing, sprinkler testing, dry riser testing, lift servicing. Some of these apply to high rise blocks and sheltered accommodation and some apply to low rise blocks.

YOUR RESPONSIBILITIES (Please refer to your Tenancy Agreement Summary for more information). You must pay the rent and service charges promptly when due. You must take care of the property, keep the inside in a good state of decoration and the exterior in a good and clean condition, and do any repairs you are responsible for. You should ensure that you or members of your household as well as any visitors or pets do not cause nuisance, harassment or annoyance to neighbours whilst in and around your home. If you get our written permission you can sub-let part of your home. You may not sub-let the whole of your property. If you do so you will no longer be a secure tenant. You should inform us of the name, age and sex of any intended lodger or sub-tenant and the part of your home they will occupy. You must not harass or threaten other people, including Council staff. When moving out, you must tell us at least four weeks in advance and you must leave the premises in good condition. With certain conditions you can pass on your tenancy upon your death to your spouse, partner or another close family member who has been living with you at your home for at least one year before you die. This is called the Right of Succession. The law states that a tenancy can only be passed on in this way once. You should be consulted about changes that affect you and your home, and have your views taken into consideration before we make any final decisions. For more information about tenant participation contact the Tenant Participation Officer on 01792 635043 You can take in lodgers provided you do not overcrowd your home. A lodger is someone who shares your home as a member of your household. With our permission, you can exchange (swap) homes with another Council tenant or a tenant of a Registered Social Landlord. You must inform both landlords and get our written permission before you move. We will give permission except where there are specific reasons such as overcrowding, under occupation or rent arrears. Contact you District Housing Office for more information about the “HomeSwapper” Scheme

Property inspections From time to time we may wish to inspect your property to ensure it is in a reasonable condition, and that the décor is in a good condition. We will give you at least 5 days notice before we carry out the inspection. If the property is found to be in an unreasonable condition you will be advised and given the opportunity to bring the property up to a reasonable standard. If you fail to do this, action will be taken against you under the terms of your Tenancy Agreement.

For more information look at the following website link www.swansea.gov.uk/whqs

n New electrical wiring and smoke alarms to ensure homes remain safe.

n Improvements to gardens, fencing, washing lines and meter boxes.

n Improvements to the wider estates including paths and steps, landscaping, parking and other environmental aspects.

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

Cleaning landings

Pets You should ask our permission to keep any pet. Think about whether your home is suitable for a pet i.e. a flat may not be the best place to keep a dog. We may not give permission for an unusual pet. You must keep your pets under control and ensure that they do not cause a nuisance. You can be prosecuted if you allow your pet to cause a nuisance, such as a dog barking continually inside or outside your home. Dogs must be kept on leads when outside your home or garden. Pets must not be allowed to foul in communal or public areas. If you live in a high rise flat you must not keep or allow any animals onto the premises. Assistance dogs for people with disabilities will be allowed.

Running a business from your home You must not run a business from your home or store scrap or other materials without our agreement in writing. Please contact your District Housing Office for more information.

Respecting your neighbours living in your flat/maisonette It is important that you treat all neighbours with respect but if you live in a flat, bed-sit or maisonette you need to give particular consideration and respect and look after communal areas. A good neighbour will: Keep noise from stereos, radios and TVâ&#x20AC;&#x2122;s at reasonable levels. Use refuse collection areas properly and make sure that surrounding areas are not left in an untidy state. Not allow anything to be thrown or dropped from balconies or windows. Not hang washing on the common balconies of stairways. Not bring any motorcycle, moped or any machinery having a petrol engine into any part of the building. Not undertake noisy DIY/ work during the evening/ night time. Keep communal areas clean and clear and not store any material or items in hallways or under stairs.

Door entry systems (Voice Entry) Door entry systems are installed to control entry into buildings with common entrances. To maintain security: Make sure that the door is locked behind you. Only allow visitors into the block if you are certain that the person is visiting you or another resident. Try not to allow non-residents to follow you into the block even if they appear genuine. They should press the button for the flat they are visiting.

Tenants and leaseholders in flats and maisonettes are responsible for keeping the landing area immediately outside the entrance door of their flat clean and tidy. If, due to neglect, we have to clean an area, we may reclaim the cost of doing so from the residents involved.

Communal gardens Communal gardens are provided for the enjoyment of all residents of the building. It is important that you, members of your household, and any visitors, respect other users of the gardens and help to keep the area a pleasant place. You must share the use of communal gardens with other tenants and not cultivate, fence off or restrict access to any parts of the communal garden areas without our written permission. You must keep your pet under control in a communal garden. If your pet fouls in a communal garden you must clean it up.

Tenants of high rise flats only Tenants of high rise flats must also keep to the following additional conditions: Landings and hallways of your flat must be free from obstructions, particularly combustible goods and any form of naked flame heating including paraffin and portable heaters. Propane gas and liquid petroleum cylinders are not allowed into any part of the building. You must not allow children (i.e. persons under 16 years of age) to live in your home for more than 50% of their time. You must inform your Neighbourhood Officer if a child is born or comes to live with you during your tenancy. The Council may award you housing needs priority points to assist you in moving to more suitable accommodation.

Looking after your garden You are responsible for looking after your garden. This involves: Keeping it tidy and free from rubbish Making sure shrubs and hedges do not become a nuisance to neighbours Ensuring that bonfires do not affect your neighbours or cause a danger We are responsible for: Maintaining access paths (not garden paths), steps and in some cases fences and boundary walls. Contact your District Housing Office for more information. You need permission to: Erect a shed, porch, garage, pigeon loft or other structure anywhere on your property. Park a car or caravan in your garden, or erect a fence around P open plan areas.

Never leave the entrance door open or propped open. Report any faults with the door entry system to your District Housing Office immediately. 14

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

Tend and Mend scheme

Pest control

If you are a senior citizen or are disabled and are unable to maintain your garden and have no one to help you do this contact the Tend and Mend Scheme on 01792 525152 or contact your District Housing Office for more information.

For practical help and advice on controlling pests such as mice, rats and insects contact the Environment Call Centre on 01792 635600.

Donated furniture If you would like information about donating furniture or if you are in need of furniture contact the 01792 635600 Environment Call Centre on

Rubbish & Recycling Collection The Council provides an alternating fortnightly refuse collection service of household rubbish and recycling. Please do not put out your rubbish until it is due to be collected. For information about recycling, or the removal of bulky household items contact the Environment Call Centre on 01792 635600

Parking When parking vehicles you and anyone visiting your home must consider your neighbours, their safety and the appearance of the area as a whole. The Council will take action against anyone failing to observe the following rules and this includes the removal of vehicles. You must not park on pavements, footpaths or verges. You must not park a vehicle of any kind in your garden except on a hard standing. If you wish to install a hard standing you must apply to your District Housing Office for permission. Council garage sites or car parking facilities must not be used to carry out repairs to vehicles over prolonged periods of time. You must not park large commercial vehicles, or boats on any public highway or on Council land. We may give permission for you to keep a caravan or mobile home.

Please make sure that all litter is disposed of in the correct way, as rubbish and litter can attract pests.

The Estate Caretaking service The Estate Caretaking service helps you keep your estate clean and tidy. The service does not replace your responsibility to keep the areas around your home clean and tidy:

Estate Checks The Estate Caretakers will carry out a mobile patrol and visual check on Council housing estates every week, and will deal with issues such as graffiti, litter, fly tipping, abandoned vehicles, vandalism, grounds maintenance and chute blockages (in high rise flats) Checks will be made to ensure that the common areas are safe and are left in a reasonable order. Extra cleaning of communal blocks will only be provided if an area becomes unsanitary, or there is a spillage that cannot be easily cleaned by a resident and the area may become a hazard to other users. For further information about the Estate Caretaking Service please contact your District Housing Office.

Abandoned cars If you are aware of a vehicle that has been abandoned or would like an unwanted vehicle removed, contact the 01792 545033 Abandoned Vehicle Hotline on or online at www.swansea.go.uk

Vandalism Please report all incidents of vandalism to your District Housing Office, the Police, or you can contact the Neighbourhood Support Unit on 01792 648507 (24 hours). All reports will be dealt with in the strictest of confidence. You are responsible for making sure that everyone who lives in or visits your home takes care of the property and the estate. You will have to pay the cost of repairing any damage done by yourself or by visitors to your home

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

Minimum Letting Standard

REPAIRS REMINDER â&#x20AC;&#x201C; TENANTS RESPONSIBILITIES

Your property and the garden (if there is one) will have been thoroughly inspected by a Technical Officer when it was empty. Any repairs which were thought necessary will usually have been done before you move in, but if these repairs are small, they may be done after you move in.

Certain repairs to your home are your responsibility and not part of the Councils Legal Obligation as your Landlord. The following is a list of these repairs however; certain repairs (such as WC seat) will be carried out for you as a new tenant as long as it is reported within 4 weeks of you signing for your new tenancy.

Your Neighbourhood Officer will tell you this at the time you sign for your property. Your property will also have been checked to make sure that the gas and electric is safe and will have valid gas and electric safety certificates. A copy of these certificates will be given to you. If the checks have not been completed prior to your commencement of tenancy, the checks will be made within 48 hours of you letting us know that your utilities have been reconnected. The certificates are also kept in the property file in your local District Housing Office and you can ask for copies if you want. All properties let by the City & County of Swansea will meet a minimum letting standard. This is a long list of standards your home should meet. A copy of the full minimum letting standard is available from your Neighbourhood Officer, but the main standards are listed below.

External Boundary Walls Except retaining walls or boundary walls adjacent to a public footpath on open land Garden Walls - Except to take down if dangerous Fencing Unless the boundary is adjacent to a public footpath on open land or there is a steep drop down on to a neighbourâ&#x20AC;&#x2122;s home All Hedgerows Gates - Unless communal gates to flat or sheltered complexes

Your property should be:

Hedges and Trees - Within the boundary of the property

Structurally stable

Footpaths Excluding main front access from the public footpath to the main entrance of the property around to a side or rear garden

Be free from serious disrepair Be free from dampness Be adequately protected from the weather

Main Building WC Seat and Cover

Be reasonably secure Have adequate provisions for heating, lighting, and ventilation

Fuses in consumer unit Electrical plugs and leads to tenants appliances

Have satisfactory facilities for food preparation including a supply of hot and cold water

Open Fire Fittings - All built in or free standing Heaters provided by the tenants

Have appropriate sanitary, washing and bathing facilities

Kitchen Units - (Except kitchen sink top and sink base unit)

Have effective drainage

Tiling - (Except 1 tile high splash back around sinks basins and baths and full height around showers)

Be in a reasonably clean condition and state of decoration or else you should have received a card to allow you to bring your property up to a reasonable standard of cleanliness and decoration.

Internal door and door furniture - Except where warped or damaged through rot or insect attack

If you have any queries about anything relating to your new home, please contact your Neighbourhood Officer at your local District Housing Office.

Blocked internal waste pipes - Except WC and kitchen sink unit Internal Fire Surrounds - Tiled hearths etc. Internal Decoration - Either routine or following repairs Smoke Alarm Batteries - If applicable Letter Plates Except aperture through doors Numerals Replacement Keys - It is advisable to keep a spare set with family or friends Sink Plugs and Chains

Internal Fittings Cookers and fridges etc provided by the tenant Curtain blinds rails and battens Shelving Shower curtain and rail

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

IMPORTANT UTILITIES INFORMATION!

TENANCY SUPPORT There are few things more important in life than keeping a roof over your head – and it’s not always easy. The Tenancy Support Unit (TSU) provides housing related support for people in their own homes. The service provided is free and available to anyone over the age of 16 who needs housing related support in order to assist them to remain independent.

Electricity and Gas

IF YOU HAVE AN ELECTRICITY POWER CUT, JUST CALL THE POWER 0800 052 0400 CUT HOTLINE ON

Tenancy Support Workers operate across the City and County of Swansea and provide support to those living in a range of accommodation including council housing, housing association, private rented housing, owner occupied and temporary accommodation.

What kind of support do they provide? When calling the Hotline Number you may receive a recorded message. Please hold if you wish to speak to an operator. REMEMBER, this number is for loss of supply only.

Examples include support to deal with: Budgeting and money matters Debt issues

ARE YOUR FUSES OK?

Help with rent arrears and evictions

IS YOUR NEIGHBOURS ELECTRICITY OFF? IF YOU HAVE A TOKEN METER, HAS IT RUN OUT OF TOKENS? HAS YOUR CIRCUIT BREAKER OPERATED (IF YOU HAVE ONE)? PLEASE NOTE that unless the power failure is due to SWALEC equipment there may be a charge for the call out and repair services. Please ask for details when you call.

IF YOU THINK YOU CAN SMELL GAS PLEASE CALL NATIONAL GRID 0800 111 999 IMMEDIATELY ON

Anti social behaviour issues Claiming the correct welfare benefits Setting up your home and resettlement support Understanding your tenancy agreement, rights and responsibilities Life skills and being independent at home Staying safe at home and out and about Help to access training, employment, education and learning opportunities Liaising with your landlord

DON’T TURN ELECTRIC SWITCHES ON OR OFF

Finding a doctor, dentist and accessing other necessary services

DON’T SMOKE

Dealing with other agencies

DON’T USE NAKED FLAMES

Leading a healthy and active lifestyle

DO TURN OFF THE GAS SUPPLY AT THE METER

Dealing with correspondence

DO OPEN DOORS AND WINDOWS TO GET RID OF GAS

And much more!

How do I apply for support?

Bills & other enquiries If you have a general enquiry please ring the number below and please be prepared to quote your postcode or account number. Incoming calls are on occasions queued at busy periods until they can be answered. Please do not replace the receiver after obtaining the ringing tone, as your enquiry will be answered in strict rotation.

You can either refer yourself or be referred by another agency/organisation. Once a referral has been received, your case will be assessed and placed on a waiting list for support.

Need their help? Contact details

ELECTRICTY GAS

0800 052 5252 0800 052 0567

Tenancy Support Unit 71 Creswell Road Clase Swansea SA6 7LA

ALL CALLS ARE FREE OF CHARGE If you are deaf or speech impaired and have your own text phone you can call our TEXTPHONE: 0800 052 0035

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

Telephone: 01792 774360 Fax: 01792 515203 Email: tsu@swansea.gov.uk

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

ANTI SOCIAL BEHAVIOUR If you are experiencing ongoing criminal activity, please report it immediately to the police on 101 or 999 in an emergency. Other forms of anti-social behaviour on council estates should be reported to your local housing office during office hours or on a 24 hour basis to the Neighbourhood Support 01792 648507. There is also an online reporting form which can be found at Unit on www.swansea.gov.uk/housing

What is Anti-Social Behaviour (ASB)? Anti Social Behaviour is a general term with many definitions to suit individual occurrences. W What may seem like anti social behaviour to one person may not be a cause for concern to another. Everyone has the right to enjoy their home and their community. Anti-Social Behaviour or ASB is when someone or groups of people act in a way that is likley to cause harassment, alarm or distress to others. There are many different types of anti-social behaviour, and sometimes relatively minor disputes between neighbours can escalate into incidents of anti-social behaviour. Anti-Social Behaviour can include: Harassment: Racial harassment, intimidation, verbal abuse, homophobic harassment, bullying. Noise: Animals such as barking dogs, car and property alarms, TV's/Stereos on too loud, fireworks, parties and loud music, DIY, running a business from home. Parking: Abandoned vehicles, obstructions, dangerous parking, caravans or HGV's. Nuisance: gatherings, vandalism, graffiti, fireworks, joyriding/bikes, harassment Other types: Fly tipping, overgrown gardens, dog fouling, roaming animals/pets.

What is NOT Anti-Social Behaviour? Some actions can be annoying but are not classed as anti-social unless they become persistent or escalate to other forms of nuisance. Normal living noise such as doors banging, toilets flushing etc. Personal differences Noise from children playing

What can you do about it?

The NSU also supply, maintain and respond to activations of Responsive Alarms. These are available to tenants if they have been a victim of burglary, domestic violence, harassment or are witness/victim to serious ASB. There are only a limited number of these alarms, so they are provided for a temporary period until the review determines that they are no longer required. The NSU are not there to replace the Police - if you see anyone committing a criminal act, you should contact your local Police or telephone 999 in an emergency. Crimestoppers also have a free phone number on 0800 555 111 if you have any information regarding a crime.

The Anti-Social Behaviour Support Team The ASB Support Teamâ&#x20AC;&#x2122;s role is to assist the District Housing Office with the more serious complex cases of ASB. If any tenant experiences ASB, they should initially contact their local District Housing Office where the case will be assessed and if appropriate, referred to the ASB Support H Team. The ASB Support Team has specialist officers to provide support and advice to victims, witnesses and perpetrators of ASB. If a case of ASB is referred to the ASB Support Team, the team w will gather information by a number of means such as interviewing victims/witnesses and perpetrators, working closely with the councils Legal Services, Police, Courts and other agencies, The Team focus on resolving all cases referred to them in a timely and appropriate manner using all available tools and processes. For informal advice you can contact a member of the ASB Support 01792 534060 in office hours. Team on

TENANT PARTICIPATION Tenant Participation: As a tenant of the City and County of Swansea, you have the opportunity to get involved, have your say and influence the way in which your home and neighbourhood is managed. The Authority benefits as it helps to tailor a service which meets the needs of tenants. There are several ways you can join in, which include: 1

Tenants Consultative Panel: This is a large group of tenants who act as a sounding board for any new housing service developments or improvements to existing services. You will be contacted by mail to complete questionnaires and occasionally attend meetings.

Open House Magazine: The Housing Service produces a quarterly magazine, which provides you with useful information about upcoming events, local news, tenancy and estate developments and tenant participation updates. You can respond to any article, complete questionnaires, suggest topics for future editions and tell us about events and news in your area.

Tenants and Resident Groups: There are Tenants and Resident Groups across the City. If your area does not have a group, the Tenant Participation Officer can provide you with advice and support to help you set one up.

Housing Disability Forum: This is a correspondence group for tenants with disabilities and carers. You can join this group to receive quarterly information which asks for your feedback and ideas.

Community Meetings: You can also become involved with other community groups such as PACT meetings, which is Police-led and Communities First, who support community projects. Further information about these groups can be found in the local press.

The first step, if you can, is to talk to the person who is causing the annoyance. They may not realise that their behaviour is affecting others, and their actions may not be deliberate or intentional. In some cases you may not feel able to take this first step yourself, so in these situations you should contact your District Housing Office, who may be able to help you sort the problem out OR you can report the problem via the online reporting form which can be found in the Housing web pages. If the problem persists or is serious, then you may need to take a different course of action. Remember, criminal acts, including threatening and abusive behaviour should be reported to the Police immediately on 101 non-emergency or 999 for an emergency. You can also contact Crimestoppers on a Freephone number 0800 555 111 if the incident is of a criminal nature. If the problem occurs outside normal office hours, you should contact the 01792 648507. Neighbourhood Support Unit on

Neighbourhood Support Unit (NSU) The NSU's overall role is to help neighbourhoods develop safer, more attractive environments. The NSU supports the District Housing Offices by reporting anti-social behaviour (ASB) and provides security for the authority's void (empty) properties by installing, monitoring and responding to alarm activations. They provide a 24 hour landlord presence on our estates. The NSU monitors CCTV on a number of Council estates, responds to incidents and undertakes foot and mobile patrols on our estates. They liaise with the District Housing Office so that appropriate action may be taken. 22

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

The Housing Service has a dedicated Tenant Participation Officer who helps tenants, leaseholders T and other customers get involved in the housing service. If you would like to find out more about getting involved you can contact the Tenant Participation Officer on 01792 635043, mobile 0 07775 221453. They can also send you information in different formats such as Braille, large print, CD, tape and alternative language and can email or text you if you prefer.

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

BUYING YOUR COUNCIL HOME

Flexible end of Tenancy

Right to Buy is suspended in Swansea until December 2019.

Occasionally it may be possible for your tenancy to be ended less than the normal 4 week notice period. If this is possible, depending on the circumstances, your Neighbourhood Officer will discuss this with you.

ENDING YOUR TENANCY If you are thinking of ending your tenancy there are certain things you need to do before you leave.

How do I end my Tenancy?

Moving Out Checklist

If you are moving to a non – Council property, you must provide your Neighbourhood Officer with 4 weeks notice (from a Monday) in writing. This needs to be signed by all of the tenants of that property, i.e. if you have a joint tenancy then all of you must sign the letter.

Remember to:

If you are moving to another Council property through a transfer, one week's notice will be accepted.

Ensure your rent account is up to date and clear

Please note that you will be liable to pay the rent until this notice period is up. You will need to return your keys to your local District Housing Office by 12 noon on the day your notice period ends (the Monday morning). If you do not, you will be charged an additional weeks rent. The property, fixtures and any furnishings we have provided should be left in good condition and you must remove all of your belongings. If there is damage, items or rubbish left behind in the house or garden, you are likely to be charged.

Ensure your house is clean and your garden is tidy and clear of rubbish Remove all of your furniture, carpets and belongings

When you hand your keys in, you will sign a key receipt and you will receive a copy of this receipt. If you are moving to a non – Council property and there are outstanding charges for either repairs, rubbish left or rent arrears then you will be pursued by the council for these debts. Remember that if you leave your tenancy with outstanding arrears and you do not pay them back, then you may not in the future be able to have another tenancy with the City and County of Swansea. If you are moving to another Council property you will be responsible for paying any outstanding charges (rent arrears and/or repairs charges) from any previous address.

Complete all repairs which are your responsibility Contact your utility suppliers (gas, electricity and water) and given them your meter readings Tell either the Council Tax and or Housing Benefit Sections of your move and your new address Complete an end of tenancy questionnaire- this will provide the council with important information for the future Inform your local District Housing Office of your forwarding address Remember to clear the property – the Environment Department will remove three large items by prior arrangement -there may be a charge for this service.

If you have any queries about ending your tenancy or anything related to this subject, then please contact your local District Housing Office 24

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

Handy telephone numbers: Who do I contact if I...

General

Your Home and Estate

Want to get involved in tenant participation or set up a tenants association: 01792 635043 Ring the Tenant Participation Officer on

Need advice about my housing situation, my tenancy, my estate or discuss my concerns about anti social behaviour - Visit or ring your local District Housing Office

Need to discuss my service charge and other leasehold matters: 01792 635223 Ring the Leasehold Officer on

Want to report anti social behaviour out of hours: 01792 648507 Ring the Neighbourhood Support Unit on

Need information in an alternative format such as in Braille or on tape/CD: Ring your local District Housing Office or ring the Customer Services Team on

Need advice about my rent account, my arrears, money advice, or details on how to pay my rent Ring your Rent Officer, their number is shown on any rent reminder letters, or ring the Rent Team on 01792 534094

Want to enquire about Open House, the tenantsâ&#x20AC;&#x2122; newsletter: 01792 635042 Ring the Customer Services Team on

Want to pay my rent by direct debit or have a direct debit enquiry: Ring the Rent Accounting Team on 01792 635015

Want to apply for home contents insurance or make a claim: 01792 635305 for contents insurance queries Ring

Need to report a repair - Ring the Repairs Contact Centre on

Want to enquire about Third Party Insurance Claims, e.g trips/falls etc: 01792 635772 Ring the Strategic Administration Team on

01792 635100

Need to report an emergency repair, out of hours (6.00pm - 7.30am): Ring Emergency Repairs on 01792 521500 Need to report an emergency gas leak: Ring National Gas Emergency Service on

0800 111999

01792 635025

Want to find out more about support services for vulnerable individuals and families, need help to maintain my tenancy or help setting up my first home: Ring the Tenancy Support Unit on 01792 774360

Need to talk about the Major Works being carried out to my home or have a question about solid 01792 635117 fuel servicing or gas servicing - Ring the Housing Partnership Team on

Need to find out about Housing Benefits claims and payments or Council Tax: 01792 635353 and Council Tax on 01792 635382 Ring Housing Benefits on

Want to find out about buying my home or have a query during the sale process: Ring the Right to Buy Team on 01792 635011

Want to know more about the Welsh Housing Quality Standard (WHQS): 01792 635795 to enquire about the WHQS Ring

Need advice about adaptations and facilities for disabled people/Housing Grants: Ring Housing Renewals and Adaptations on 01792 635330

Want to make a complaint - In the first instance, discuss the matter with the office where the complaint has arisen. If you are still not happy with the response from them you can call the 01792 637345 Corporate Complaints Team on

Need to report incidents or find out about environmental issues such as noise nuisance, refuse collection/recycling, animal welfare, furniture disposal and pests: Ring the Environment Contact Centre on 01792 635600 Need to report problems with road drains, street lighting and pot holes: Ring Highways on 01792 843330 Need to report an abandoned or dangerous vehicle: Ring 01792 545033 to report abandoned/dangerous vehicles Want to find out more about the Tend and Mend gardening maintenance scheme or put my name on the waiting list: Ring Tend and Mend on 01792 525152

Moving Want advice about homelessness, or general housing advice or money advice or have: Telephone Housing Options on 01792 533100 or call into the office a query about my transfer application at 17 High Street, Swansea Am thinking of applying for sheltered housing and need general advice about sheltered housing 0 schemes: Ring 01792 635018 for general advice Am a new tenant and want to find out more about the Furnished Tenancies Scheme or I have a query about my furniture pack: Ring the Furnished Tenancies Team on 01792 584042

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

Visit the Housing website:

FURNITURE RECYCLING SERVICES IN SWANSEA

www.swansea.gov.uk/housing Comments, Compliments and Complaints

CAER LAS FURNITURE SCHEME

We want to know your views on the housing service as we are constantly trying to improve it for your benefit.

(Formerly Cyrenians Furniture Scheme and Res-a-rec) Open Monday - Saturday 9.00 am - 4.30pm

If you have any comments on the housing service, please contact us, by telephoning or writing to your Local District Housing office, the Civic Centre or emailing Housing@swansea.gov.uk

• Recycled furniture

Please include your name and a method of contact with your comment.

• Attic clearance

The Council's customer service guidelines - the Swansea Standard - aims to assist all employees in dealing with our customers.

• Second hand furniture • House clearance • House removals • Deliveries

01792 653553

Providing great customer service is vital to our success and reputation.

• Affordable prices www.caerlas.org

We have a proud record of serving the people of Swansea and we've adopted a set of standards to ensure customers continue to receive the best possible service.

THE MORE GREEN PROJECT

Based on research with customers and our staff, we've developed the Swansea Standard which sets out how we'll treat customers:

The MORE GREEN Project is a Swansea based communityfocused charity, working with and for the community in order to raise awareness of waste issues by active participation in the project’s activities.

Be friendly and treat customers with respect Give your name to customers

They can arrange collection and delivery of household and office furniture as well as other donated items, for re-use within community.

Deal with issues promptly Give clear advice and use plain language Apologise if we get things wrong If you feel we're falling short of The Swansea Standard please let us know so we can do something about it“

07967 421662

www.moregreen.org.uk

To get in touch with us:

ENFYS FOUNDATION

Speak to any of the staff at any Council office or telephone us on Swansea 01792 636000

Enfys Foundation look for beds. sofa’s and chairs, wardrobes, chests of drawers, tables and chairs, preferably sets and also electrical household appliances large and small. They also look for old bicycles as well.

Write to your local District Housing Office Please e-mail us at Housing@swansea.gov.uk A friend, relative or representative may make a complaint on your behalf

Please note that any sofa’s, chairs or beds must have fire compliance labels. Space is limited – they kindly ask you to accept their apologies if they do not have space.

Information is also available in different formats: e.g. Language line, tape, Braille, large print etc from the Corporate Complaints Manager. 01792 637345.

01792 464124 28

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

www.enfysfoundation.org.uk

GUIDE TO YOUR NEW TENANCY: WELCOME PACK

Important Numbers/Rhifau Pwysig Housing Repair Centre:  01792 635100 (8.00am to 5.00pm – Monday to Friday) Emergency Out of Hours Repairs:  01792 521500 Neighbourhood Support Unit:  01792 648507 (24 hours)

38190-15