Tai Ceredigion Tenant's Handbook by Tai Ceredigion

cartrefi gwell, dyfodol disglair

Tai Ceredigion Llawlyfr Tenant 2011

We hope that you will find the information in this handbook useful and that you will keep it in a safe place for future reference. If you would like this Handbook provided in another format, such as on audio, in Braille, in large print or translated into another language please ask us. We will do our best to meet your request.

By Phone: General Enquiries 0345 606 7654 (local rates apply) Monday to Friday 9:00am – 5:00pm By letter: Unit 4, Pont Steffan Business Park Lampeter, Ceredigion, SA48 7HH

Website: www.taiceredigion.org.uk By email: post@taiceredigion.org.uk Repairs and out of hours maintenance emergencies 0800 111 4228 (free phone from landlines) 0300 123 3300 (local call rate from mobiles)

How to get in touch with Tai Ceredigion

CEREDIGION

Llawlyfr i Denantiaid

Tai Ceredigion’s Tenant’s Handbook 2011

Tenant’s Handbook CEREDIGION

Sut i gysylltu â Tai Ceredigion Drwy lythyr: Uned 4, Parc Busnes Pont Steffan Llanbedr Pont Steffan, Ceredigion, SA48 7HH Dros y ffôn: Ymholiadau Cyffredinol 0345 606 7654 (pris galwadau lleol) Dydd Llun i ddydd Gwener 9:00am – 5:00pm

Adrodd am waith atgyweirio a chynnal a chadw mewn argyfwng y tu allan i oriau swyddfa arferol 0800 111 4228 (yn rhad ac am ddim o ffôn arferol) 0300 123 3300 (pris galwadau lleol o ffôn symudol) Drwy e-bost: post@taiceredigion.org.uk Gwefan: www.taiceredigion.org.uk

Gobeithio y bydd y wybodaeth yn y llawlyfr hwn yn ddefnyddiol i chi ac y byddwch yn ei gadw mewn lle diogel i gyfeirio ato yn y dyfodol. Os hoffech gael copi o’r Llawlyfr hwn mewn fformat arall megis ar ffurf sain, mewn Braille, mewn print bras neu wedi’i gyfieithu i iaith arall, gofynnwch i ni. Byddwn yn gwneud ein gorau i fodloni eich cais.

better homes, brighter future

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Where are we?

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Tai Ceredigion Unit 4, Pont Steffan Business Park Lampeter, Ceredigion, SA48 7HH

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What’s in your Tenant’s Handbook?

This is your Tenant’s Handbook which has been produced by tenants and staff. It is designed to be easy to read and understand, and tells you what you need to know about being our tenant. Each section has a different number and colour to make them easy to find.

Foreword

• A Message from Cllr Hag Harris Chair of Tai Ceredigion

About Tai Ceredigion • • • • •

Your Tenancy

Rent and Other Charges

Living in your Home

Mission Statement Values Background Promises made to transferring Tenants of Ceredigion County Council Equal Opportunities

Tenant influence and involvement • • • • • • • • • • • • • • •

Tai Ceredigion Monitoring Group Tenant Liaison Forum STRATA (South Teifi Residents and Tenants Association) North Ceredigion Tenant Forum Sheltered Scheme Forum Tenant Inspectors Tenant and Residents Associations/Groups Key Tenants Focus Groups Special Interest Groups Surveys & Questionnaires Tenants Home Forum Tenant Board Members Shareholder Membership Training & Support for Tenants

Moving into your New Home • Checklist

8 8 8 10 10

12 12 13 13 13 13 13 13 13 13 14 14 14 14 14 14

16 17

Tai Ceredigion Tenant’s Handbook 2011

• • • • •

• • • • • • • • • • • • • • • • • •

• • • • • • • • • • • • •

0 18

What is a Tenancy Agreement? How many kinds of Tenancies are there? Changes to your Tenancy Tenants' Duties under the Tenancy Agreement Tai Ceredigion's Main Duties under the Tenancy Agreement

Your Rent and other Charges How Rents are set How often will Rent be reviewed Other Charges Tenants must pay Supporting People Service Charge Failure to provide Services Other Charges Heating and Hot Water in your Home Council Tax Paying your Rent Housing Benefit Rent Statement Difficulty Paying your Rent - Advice Community Inclusion Advisor What will Happen if I Get Behind with my Rent? What if a Tenant is Taken to Court? Good Reasons not to get into Arrears Budget Sheet

18 18 19 19 20

22 22 22 22 22 22 23 23 23 23 23 24 24 25 25 25 26 26 27

Can I take in a Lodger? Can I sub-let part of my house? What happens when a Tenant dies? If I am Disabled and find it hard to cope in my home? Can I run a business from my home? Can I make alterations or improvements to my home? Nuisance and Antisocial Behaviour Summary statement of Antisocial Behaviour Policy & Procedures How can I report Antisocial Behaviour? What happens when I report Antisocial Behaviour? Dealing with your Complaint of Antisocial Behaviour Closing your Complaint of Antisocial Behaviour Action we can take against Antisocial Behaviour

Tai Ceredigion Tenant’s Handbook 2011

28 28 28 29 29 29 30 30 31 31 31 32 32

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0 7

What’s In Your Tenant’s Handbook?

• • • • • • • • • • •

Confidentiality Living in a Flat - Communal Areas Insurance How to reduce condensation and get rid of mould Looking after your garden Household rubbish Parking Garages Pest control Pets Frozen or Burst Water Pipes

Sheltered Housing • • • • • •

What’s In Your Tenant’s Handbook?

33 33 33 34 35 35 36 36 36 37 37

Definition of Sheltered Housing Role of Sheltered Housing Aims and Objectives of the Sheltered Housing Service The Role of the Sheltered Scheme Co-ordinators Services available in Category 2 Sheltered Schemes for the Elderly Rent and Service Charge setting for Sheltered Housing

Repairs, Maintenance and Emergency • • • • • • • •

Reporting a Repair Who is responsible for repairs and maintenance Tai Ceredigion's Responsibilities Your Responsibilities as a Tenant How long does Tai Ceredigion take to complete repairs? Access to Carry out Inspection Service and Repairs Might Repairs be held up? What if I am unhappy about how long it is taking or think the work has not been completed properly? • Other Tenant Obligations • Equipment Locations

Medra Services

38 38 38 39 40 41

• • • • • • • • • • • •

Comments, Compliments and Complaints Policy Who Can Complain? How can I make a Comment, Compliment or a Complaint? What we will do to resolve any complaint Compensation Policy The right to information and Data Protection Why do we hold and process your personal data? What do we do with personal data? Who gets to see personal data? What information do we hold on you and how can you find out? The Information Commissioner Regulation of Tai Ceredigion by the Welsh Assembly

52 52 52 52 53 53 54 54 54 54 55 55 55

Leaving your Tenancy

Further Advice and Information

Your Contacts

42 42 42 42 43 44 45 46 46 46 46

Making Sure Tai Ceredigion is a Good Landlord

• • • • • • • • • • • • • • •

How do I end my Tenancy? When do I stop paying Rent? What do I do with the keys? Will someone from Tai Ceredigion visit my home before I leave? Do I have to clear and clean my home before I leave? Who informs official bodies and providers of services that I am changing address? What happens if I have made improvements or alterations to the Property? My present home is no longer suitable. Can I apply for another Tai Ceredigion Tenancy? Who qualifies for a Transfer? What can I do if I do not qualify, or cannot wait for a transfer? What is an Exchange? How do I get permission to exchange? If I do exchange, what kind of Tenancy will I have? How can I move to another part of the Country? Can I buy my home?

56 56 56 56 56 56 56 57 57 57 57 57 58 58 58

• Estate Caretaking • Handyperson Scheme

48 48

W.H.Q.S

• What does the Welsh Housing Quality Standard mean? • What does it mean for Tenants? • Will there be a specific Advisor from Tai Ceredigion to help Tenants through the process?

Tai Ceredigion Tenant’s Handbook 2011

50 50 50

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Foreword

A Message from Cllr Hag Harris Chair of Tai Ceredigion Welcome to your new home and to Tai Ceredigion's first ever Tenant's Handbook. We are pleased that you have chosen to live in one of our properties. The Handbook has been jointly developed by members of Tai Ceredigion Monitoring Group and our Staff. The Board of Management would like to sincerely thank the Monitoring Group for their valuable input and guidance. This Handbook is designed to give you as much information as possible on the services we provide and how to contact us. It also sets out your rights and responsibilities as a tenant and also Tai Ceredigion's obligations as your Landlord. However, should you want more information about anything to do with your home or us, or if there is something you are not clear about, please contact us and we will be only too happy to help. As your Landlord, we aim to give you a good quality service. We will also welcome your involvement in making decisions that affect your home, environment and community. We need your feedback on different issues that affect your home. If you would like this Handbook provided in another format, such as on audio, in Braille, in large print or translated into another language please ask us. We will do our best to meet your request.

Cllr Hag Harris Chair of Tai Ceredigion Cyf.

Councillor Hag Harris, Chair of Tai Ceredigion, Jocelyn Davies AM, former Deputy Minister for Housing and Regeneration, Councillor Keith Evans, Leader of Ceredigion County Council at the launch

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About Tai Ceredigion

To be a first class bilingual landlord and employer that puts tenants first, provides quality homes and benefits communities and the local economy Tai Ceredigion's Mission Statement

Values

Background

•

Be a good landlord which attends to repairs promptly and provides accessible services at affordable rents.

•

Value meaningful tenant involvement in policy development, service delivery and forward investment.

•

Focus on meeting the housing and employment needs for local people.

•

Have an inclusive management board comprised equally of Ceredigion County Council nominees, tenants and independent board members.

•

Be based in Ceredigion.

•

Have the Welsh language at the heart of its business.

• •

Be a good employer with opportunities for career development. Encourage its tenants to become members/shareholders.

•

Strive to improve the local economy.

•

Pay attention to the County's wider regeneration and community development needs.

•

Have a charitable status.

Tai Ceredigion is a new, locally based, not for profit Housing Association. It is an Industrial and Provident Society (registered under charitable rules) and is also registered with the Financial Services Authority (FSA). This means that all of Tai Ceredigion’s income can be ploughed back into improving tenants’ homes, providing quality services to tenants and leaseholders and running the housing service. Tai Ceredigion was set up to take over the ownership of 2,229 homes (houses, flats, bungalows) from Ceredigion County Council in November 2009 so that the homes could be brought up to the Welsh Housing Quality Standard by November 2014. The tenants of Ceredigion County Council voted for this transfer and certain promises were made in the "Offer Document". Tai Ceredigion Monitoring Group is ensuring that Tai Ceredigion keeps to the promises made. Our Head Office is in Lampeter and a regular local housing management service is also provided from Aberystwyth and Cardigan. We provide local surgeries which are notified in the Tenants Newsletter and also provide home visits. Our own staff in the Direct Labour Organisation undertake the majority of our responsive repairs which is an integral part of Tai Ceredigion. Tai Ceredigion is controlled by a Board Management of fifteen unpaid (other than reasonable out of pocket expenses) volunteers. The Board is made up of five elected tenant representatives, five Ceredigion County Council nominees, and five independent members of the

Tai Ceredigion Tenant’s Handbook 2011

community. They have overall responsibility for running Tai Ceredigion, including policy development, performance and budget setting. The day to day management of the organisation and its 100+ staff is undertaken by the Chief Executive and the other members of the Executive Team (Deputy Chief Executive, Director of Property Services and Director of Housing and Support) who carry out Tai Ceredigion's Policies as approved by the Board.

Sheltered Housing Team (See Section 8 Sheltered Housing) •

Support to Tenants living in Sheltered Housing.

•

Management of Sheltered Housing Schemes.

•

Advice and Assistance to tenants living in Sheltered Schemes.

Tai Ceredigion is registered with the Welsh Government and is expected to work to certain regulations and performance standards to achieve the delivery outcomes issued by them. The Welsh Government regularly monitors the way the association is managed and the quality of services it provides to its tenants. As a tenant most of your contact will be with our operational teams that work in the association to ensure that the best possible service is provided to you our tenants. The Tenant Participation Advisor In general these are:

• • • • • • • • • •

•

Encourages tenants to get involved in order to help Tai Ceredigion improve services.

Housing Management Team

•

Arranges meetings and events.

Allocation of empty properties and re-letting. Mutual Exchange of Tenancies. Housing Advice and assistance. Estate management and inspections. Help and advice in paying your rent, arrears recovery and prevention. General information. Tenancy sign ups. Neighbourhood nuisance and anti social behaviour. Handover of property to new tenants. Consulting and involving tenants and residents to improve services and to promote tenant involvement and activities. Access to properties.

•

Visits new tenants.

•

Helps set up tenant and residents groups and supports existing groups and forums.

•

Supports the Tai Ceredigion Monitoring Group.

The Anti Social Behaviour Advisor •

Deals with more serious cases of neighbour nuisance.

•

Works with Ceredigion County Council's Community Safety Partnership and other partners to prevent and tackle Anti Social Behaviour.

•

Undertakes legal action against those responsible.

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About Tai Ceredigion

Property Services Team • • • • • • • •

Organising The Welsh Housing Quality Standards works e.g. installation new kitchens. Inspecting empty properties prior to re-letting. Re-letting properties. Estate inspections. Service Contracts e.g. grass cutting, lift servicing. Disabled Adaptation requests. Gas and other Health and Safety matters. Planned and Cyclical Maintenance e.g. planned painting programmes.

About Tai Ceredigion

Council in the Offer Document (2008). A copy of the Offer Document may be downloaded from our website (www.taiceredigion.org.uk) or you can request a copy from your Area Housing Advisor. Excellent progress has been made by Tai Ceredigion in the achievement of these promises and the Tai Ceredigion Monitoring Group are assessing/monitoring this. Some of the promises relate to legal rights which are being kept e.g. Preserved Right to Buy. Whilst others refer to services offered providing locally based services such as the housing surgeries which are held throughout the County on a regular basis.

Resident Liaison Advisors •

Help and support tenants whose properties are undergoing Welsh Housing Quality Standard Works.

Customer Services • • •

Answer general enquiries from tenants and the general public. Deal with repair requests from tenants. Administer mail shots to tenants.

Equal Opportunities

Business Services • • • • •

Deals with your rent and service charge payments. Help and Advice in paying your rent, arrears and recovery. Insurance. Administer methods of paying rent etc. Court Work/attendance.

Promises made to transferring Tenants of Ceredigion County Council Numerous promises (about 170), were made to the then "secure" tenants of Ceredigion County

Tai Ceredigion provides homes and services to a wide range of people. We are committed to providing equality of opportunity and aim to be fair, reasonable and just in all our responsibilities. We are working towards ensuring our service delivery and employment services are of the highest possible standards of equality. Tai Ceredigion will ensure that all our activities comply with all of the relevant legislation and codes of practice to ensure that no person receives unfair or unlawful treatment due to race, colour, ethnicity, national origin, language, gender, age, sexual orientation, disability, marital status or religious or political beliefs.

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Tenant influence and involvement

Tai Ceredigion wants to actively involve tenants in our service delivery and policy making. We hope that as a tenant of Tai Ceredigion you will be willing to work with us to help us deliver a first class service to you. By involving local people and listening to what you want we hope we can improve the quality of life for tenants and help build communities that we are all proud of.

Eileen Fowell & Peter Deakin 12 January 2010

STRATA (South Teifi Residents and Tenants Association)

Tai Ceredigion Monitoring Group Monitoring Group 20 March 2010

Any Tai Ceredigion tenant who lives in an area with a postcode beginning with SY is eligible to join this forum. The forum is there to represent the views of the tenants from this area and usually meets every two months.

Sheltered Scheme Forum Tenants writing Tenant’s Handbook

Members of the Group will visit work sites and completed jobs to hear what tenants have to say about the work that has been done. The Group also arranges training courses for tenants who wish to be involved in improvement programmes, such as on housing standards, tenants’ rights and issues affecting tenants.

STRATA covers the south of Ceredigion from Llandysul to Cardigan and across to Aberporth. They hold regular meetings around their area with dates and venues circulated through their own newsletter.

North Ceredigion Tenants Forum

Officers from the group meet members of Tai Ceredigion`s Executive team monthly in the Tenant Liaison Panel where they are given progress reports and discuss any issues that have been brought to their attention. The Group monitor the proposed modernisation scheme, and report to the Tenants' Liaison Forum, which is an open meeting that all tenants are welcome to attend. The Monitoring Group acts on behalf of the Forum making representations to Tai Ceredigion staff about any concerns.

Tenant Liaison Forum A meeting held quarterly in various locations across the County to which Tai Ceredigion tenants are invited. The Agenda is set by the Monitoring Group, and if any tenants want an issue discussed at the Tenant Liaison Forum, they should contact the Tai Ceredigion Monitoring Group. Tai Ceredigion will assist with transportation to this meeting.

You can be involved as much or as little as you wish, and there are means of both informal and more formal involvement. Here are some of the options:

The Tai Ceredigion Monitoring Group was been created to represent the tenants of Tai Ceredigion, and their aim is to ensure that the planned renovations and promises proposed in the Offer Document are fulfilled, meaning that all homes are brought up to the Welsh Housing Quality Standard and are maintained at that standard.

Tenant influence and involvement

Tai Ceredigion Tenant’s Handbook 2011

This forum is open to any tenant from each of the sheltered schemes in Ceredigion. Tenants get together socially as well as to discuss issues specifically around the sheltered scheme service. Meetings are usually held every two months.

checks on our repair service. We believe that placing tenants at the heart of the service and working together to identify improvements is the best way to continuously improve the services we provide. All tenant inspectors receive appropriate training.

Tenant and Residents Associations/Groups Groups can be set up on any estate or Sheltered Scheme throughout Ceredigion. Meetings are generally relaxed and held regularly in the locality. Independent support and advice is available from Tai Ceredigion's Tenant Participation Advisor. You can also be put in touch with other groups in your area. Starter grants are available from Tai Ceredigion for constituted groups to cover running costs. Ask the Tenant Participation Advisor for further information. Groups are encouraged to organise fundraising events for themselves. Representatives from these groups attend meetings and training events and feedback to all other members of their group.

Key Tenants A key tenant is someone who represents their estate, flats or local community. They can also be members of the Tai Ceredigion Monitoring Group, but they are there to act as a link between the tenants they represent and Tai Ceredigion.

Focus Groups

Tenant Inspectors Tenant inspectors help us by assessing the housing service they receive. They can choose the level that suits them from a simple phone call to test our services through to taking part in estate inspections, inspecting empty properties and

Held in different venues throughout the county, as and when required. They are held by Tai Ceredigion to discuss specific issues or policies with tenants.

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Tenant influence and involvement

Special Interest Groups

Shareholder Membership

Review Groups are set up as and when required to discuss and lead on specific topics e.g. Sustainability and Specification.

Surveys & Questionnaires These may relate to the provision of services for some or all tenants. Tai Ceredigion intends to hold a major survey on quality of service delivery every three years. Our first survey STATUS was held in 2010 and acted as a benchmark and identified tenants priorities for service reviews.

Tenants’ Home Forum This forum is for tenants who may be unable to attend meetings or would rather be involved by post, phone or e-mail. By choosing to be involved in this way we are able to give you information for you to comment on, and use this feedback when developing Tai Ceredigion's services. We can also keep you informed of developments or answer any questions you may have.

Tenant Board Members Tai Ceredigion is run by a Board of Management who have overall responsibility for policy development and management of the Association. The Board are also responsible for ensuring Tai Ceredigion keeps its promises to tenants and guides the future direction of the association.

Application for Membership of Tai Ceredigion is open to all tenants and is subject to approval by the Board. There is a nominal fee of £1.00 and membership entitles tenants to vote at Tai Ceredigion’s Annual General Meeting (A.G.M). Tai Ceredigion wishes to see as many tenants as possible becoming Shareholders. If you are interested in becoming a shareholder then please request an application form.

Training and Support for Tenants Tai Ceredigion is committed to helping you obtain the skills you think that you need in order to be effective in your involvement with us. Whether it is a skill like chairing a meeting or how to manage your Group's accounts. Tai Ceredigion will provide the necessary support and training to enable you to do the task. This training and support will either be provided by us or by another specialist organisation. All reasonable expenses such as the cost of the course and/or your travel will be met by Tai Ceredigion. If you require further information please contact your Tenant Participation Advisor on 0345 606 7654

Tenant’s working on design of Tenant’s Handbook

The Board is made up of 5 tenants, 5 Council representatives and 5 independent members. All tenants who are shareholding members of Tai Ceredigion can put their names forward for election. Board members are unpaid, but expenses such as travelling are reimbursed.

Tenant influence and involvement

Tai Ceredigion Tenant’s Handbook 2011

Tenant’s Conference in Bont October 2010

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Moving into your New Home

You must begin living in your new home from the time your tenancy starts. You should keep your tenancy agreement in a safe place and refer to it if you have any queries about your tenancy.

Bathroom Bedroom

Living Room

Tai Ceredigion’s Area Housing Advisor will have handed you the keys to your home at the property on handover day. Your conditions of tenancy, rent payment methods etc will have been explained to you. You will also receive a Gas Safety Certificate for your home if there is a gas supply and an Energy Performance Certificate. About 6 weeks from handover day, Tai Ceredigion’s Tenant Participation Advisor will be visiting you to see how you have ‘settled in’ to your new home and to inform you how you can become involved in the management of Tai Ceredigion and influence service delivery. We shall also be taking details of any specific needs you may have so that we may tailor future services to meet your requirements e.g. communication in larger print. Set out opposite is a checklist that you might find useful to remind you of things that you need to do and people that you should tell that you have moved.

Kitchen Kitchen 16

Tai Ceredigion Tenant’s Handbook 2011

Moving into your New Home

Have you remembered...

What to do...

Tenancy Agreement, Gas Safety Certificate, Electrical Test Certificate, Energy Performance Certificate and Tai Ceredigion's Re-Let Standards – have you got a copy?

If not, contact us.

Keys – have you been given keys for all doors or windows?

If not, contact us.

Welfare benefits – tell the Department of Work and Pensions that you have moved.

Phone the number shown on the most recent letter you have received regarding your benefit.

Housing benefit – if you were in receipt of Housing Benefit at your previous address you will need to tell the Housing Benefit Department that you have moved. (Please note that due to UK Government decision the administration of Housing Benefit may change in the future). An Area Housing Advisor will assist you to complete the Housing Benefit Form.

Phone Ceredigion County Council's Housing Benefit Department on 01970 633252.

Gas and electricity supply – take meter readings and notify the current suppliers.

To find out which company currently supplies gas or electricity to the property, phone: Gas – 0870 608 1524 Electricity – 0845 601 5972

Mail redirection – do you need to have your mail redirected from a previous address?

Get a form from your post office, phone 08457 740 740 or visit www.royalmail.com/redirections

Doctor, dentist, opticians, friends, family, bank, DVLA, employer, school(s), insurance company, credit card company, telephone provider – tell them your new address.

Let people know your new address. You may want to use Royal Mail’s change of address service – for more information visit www.royalmail.com/changeofaddress.

Heating and hot water – do you know how to heat the water and use the central heating system?

TV licence – tell them your new address.

Phone 0300 7906131 or update your details at www.tvlicensing.co.uk.

Rubbish collection – do you know when rubbish is collected?

Ask the neighbours, or contact Ceredigion County Council (see Section 14, Further Advice and Information)

Parking permit – is parking restricted outside your home?

For a resident permit, contact Ceredigion County Council (see Section 14, Further Advice and Information)

Tai Ceredigion Tenant’s Handbook 2011

Tick

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Your Tenancy

What is a Tenancy Agreement? As a tenant you will have signed a tenancy agreement and your Area Housing Advisor will also have signed it on behalf of Tai Ceredigion. This agreement is a legal document. It sets out your rights, responsibilities and duties as a tenant and the rights, responsibilities and duties that Tai Ceredigion has as your landlord. When we offered you your tenancy, we sent you a copy of your TENANCY AGREEMENT so that you could read and understand your legal position before signing it. You will probably remember that you signed two copies so that Tai Ceredigion could keep one for its records. You should always keep your own copy in a safe place and you should make sure that you understand it. It is the foundation of the relationship between us. If you have mislaid your original copy then please contact your Area Housing Advisor to receive another one.

How many kinds of Tenancies are there? There are three main kinds. All tenants of Tai Ceredigion are either "protected" assured, full assured or assured shorthold (including starter) tenants and as such have certain rights given by law and others by the clauses written in the tenancy agreement.

The majority of Tai Ceredigion’s tenants will be "protected" assured tenants with a “Transferring Tenancy Agreement” i.e. they were tenants of Ceredigion County Council before the Transfer to Tai Ceredigion took place on 30th November 2009. These tenants enjoy preserved rights. If you were previously a secure tenant of Ceredigion County Council and you were transferred to Tai Ceredigion when you signed your new tenancy agreement you were given a guarantee that you would benefit from preserved rights. This means that all the rights you had by holding a tenancy with Ceredigion County Council will be honoured even though the tenancy type you now have is different. These ‘preserved’ rights include: • Succession • The Right to Buy your home. • The right to assign, transfer or exchange your tenancy It was also guaranteed that, “Following transfer, rents with Tai Ceredigion would be on average no higher as they move to benchmark than if the Council had remained as your Landlord”. If you want to know more about your preserved rights please ask your Area Housing Advisor for more details.

Starter / Assured Tenancies Most new tenants of Tai Ceredigion will have ‘starter’/ assured tenancies. Initially you will not have the full rights that an assured tenant enjoys (e.g. right to exchange) but after a satisfactory 12 months the starter tenancy will convert to a full assured tenancy where you will gain additional rights. Any serious breach of the starter tenancy (e.g. behaviour or rent arrears) will mean that Tai Ceredigion will not allow the tenancy to convert to a full assured one beyond the ‘starter’ period.

Tai Ceredigion Tenant’s Handbook 2011

Your Area Housing Advisor will have discussed this with you during the offer and at the start of your tenancy.

•

Please ask your Area Housing Advisor if you require any further information.

Assured Shorthold In partnership with Ceredigion County Council some of our properties are being used on a temporary basis to house homeless individuals and families. These tenants have assured shorthold tenancy agreements and enjoy limited security of tenure.

Changes to your Tenancy We understand that sometimes there might be changes to your household. We need to know immediately if there have been any changes. There could be a number of reasons for the change, such as: •

•

Relationship breakdown – if you have a joint tenancy and your relationship breaks down, you will need to speak to us to discuss what this means for your tenancy. One of you may be able to transfer the tenancy to the person left in the home. A new marriage or relationship – if you have a new partner, who moves into the property and you would like them to become a joint tenant, you will need to speak to us to discuss what this means for you. They can live in the property without becoming a joint tenant. Lodgers and subletting – a lodger is someone who lives with you and shares your facilities and your rooms. You must not sub-let ( rent out) or part with possession of any part of the property without our prior written consent (such consent will not be unreasonably withheld). Starter tenants are not allowed to take in lodgers or sublet.

Succession – a close family member may be able to take over the tenancy if you die, as long as you did not yourself succeed to the tenancy, and the close member of the family was living with you at the time of your death. Transferring tenants of Ceredigion County Council have been promised an additional succession. We will need proof that it was the main home of the relatives and they have been living there for more than 12 months. If the home is too large for the person succeeding to the tenancy we may ask them to move to a property more suitable for their needs.

In the case of the death of a joint tenant the tenancy automatically passes to the surviving joint tenant and this counts as a succession of tenancy. If a sole tenant dies their tenancy will automatically pass to their spouse or partner, including same-sex partners, if they were residing with the resident at the time of their death. (We will need proof of this).

Tenants’ Duties under the Tenancy Agreement For a complete understanding you need to study your TENANCY AGREEMENT. Here is a list of the main ones. •

To make sure that your rent is paid on time and regularly. Even if you receive Housing Benefit it is up to you to make sure that the rent is paid. (There is more information in Section 6 about Rent and other Charges).

•

To take care of: • Internal painting and the decoration of your home • Repairing any wilful damage caused by yourself or by any invited guest (this includes broken window panes)

•

Not to use the premises for any immoral or illegal purposes.

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5 •

Your Tenancy

Not to, and not to allow anyone living in or visiting the premises to: • Cause serious or persistent nuisance or annoyance to neighbours or to any other person residing in, visiting or legitimately in the locality of the premises. • Be responsible for conduct likely to cause a persistent nuisance or annoyance to neighbours or to any other person residing in, visiting or legitimately in the locality of the premises. • Be responsible for any act of harassment on the grounds of race, colour, sex or disability. • Be convicted of any arrestable offence in the premises or in the locality of the premises.

•

To report any damage or wear and tear to the property.

•

To give us at least four weeks’ notice, in writing, if you are going to give up your tenancy.

•

Not to assign (that is, pass on to someone else) your tenancy except: • By mutual exchange. Starter Tenants are excluded. • By Court Order.

If you want to pass your tenancy to someone else, you must get the permission of the Director of Housing and Support. Otherwise you lose your security and we can re-possess your home. If you would like to discuss any of these matters, please do not hesitate to get in touch with your Area Housing Advisor.

Tai Ceredigion’s main duties under the Tenancy Agreement •

Repairs: as noted in Section 9 (Repairs, Maintenance and Emergency)

•

Information: To provide you with information about the housing management policies of Tai Ceredigion.

•

Possession: To give you possession of the premises when your tenancy begins.

•

Right to Occupy: Not to interfere with your right to occupy the premises in peace – with certain exceptions e.g. when we require access in an emergency.

•

Charges: To give you at least one (calendar) month’s notice, in writing, of any increase of your rent or service charge.

If you would like to discuss any of these matters, please do not hesitate to get in touch with your Area Housing Advisor. •

Consultation It is our duty to consult with you about anything that affects you, for example: • Changes in management or maintenance procedures. • Major improvements to your home or surroundings. • Changes to services, especially any large increase in the charge.

We must give you enough information for you to understand any proposals we make and we must make it clear how your views will be taken into account. We can consult you in a number of ways: •

Through a visit by your Area Housing Advisor.

•

Through a letter asking you to tell us what you think.

•

By inviting you to a meeting.

•

By asking Tenant Groups for any feedback they have gleaned.

•

By our Tenants Newsletter.

We have a duty to respond to your concerns and suggestions.

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Rent and Other Charges

Your Rent and other Charges As a tenant you have agreed to pay your rent and any other charges regularly and on time. Even if you receive Housing Benefit it is up to you to ensure that the rent and other charges are paid. Housing Benefit will not cover certain charges, such as your water charge and heating for your home. You must pay on the Monday of the week in advance. It is up to you whether you want to pay your rent weekly, fortnightly, every four weeks or monthly. However you choose to pay your rent it must be made in advance.

How Rents are set Although the rent for your home is fixed by Tai Ceredigion we have to follow guidance from the Welsh Government. We formally report our rent levels to the Welsh Government on an annual basis.

How often will Rent be reviewed Rents will be reviewed in April every year and tenants will receive four week’s notice in writing. If a tenant is unhappy with the proposed new rent then an appeal may be made to:

Rent and Other Charges

Other Charges Tenants must pay You may live in a property with a service charge which pays for such things as lighting of communal areas, grass cutting, on-site caretaker, communal door entry systems or TV aerials. Details of any service charge applicable to your tenancy would have been included with your tenancy agreement. You have the right to ask us to explain how the service charge is worked out. Service Charges will usually be reviewed once a year alongside the rent and a full schedule of charges will be provided. Tai Ceredigion employs a specialist officer who calculates service charges.

Supporting People Service Charge If you live in sheltered or supported housing you may find that in addition to your rent you are required to pay a support charge that appears on your tenancy agreement. This is a charge for the housing related support you receive at your home e.g. for the Scheme Co-ordinator. See Section 8 "Sheltered Housing Service" for more information.

Please ask your Area Housing Advisor for more details.

Tel: 029 2023 1687 or 029 2092 2777 E mail: rpt@wales.gsi.gov.uk This appeal must be made before the new rent comes into effect.

You have the right to complain and we will investigate the matter. If you are unhappy with the service charge you will need to contact: Residential Property Tribunal 1st Floor West Wing Southgate House Wood Street Cardiff CF10 1EW

Council Tax Tai Ceredigion does not collect Council Tax and you are responsible for making payments to Ceredigion County Council.

Paying your Rent We aim to make it as easy and convenient as possible for you to pay your rent. There are several ways for you to do this:

Tel: 029 2023 1687 or 029 2092 2777 E mail: rpt@wales.gsi.gov.uk

•

Other Charges

An application may be made to the Supporting People Section of Ceredigion County Council for a grant towards these charges.

Residential Property Tribunal 1st Floor West Wing Southgate House Wood Street Cardiff CF10 1EW

Failure to provide Services

Tai Ceredigion Tenant’s Handbook 2011

Water Charges – Under the terms of the Stock Transfer Agreement, Tai Ceredigion agreed to carry on collecting water charges for Welsh Water.

If the amount you need to pay changes following an annual rent review, we will re-calculate your payments and inform both you and your bank or building society. If the amount you need to pay changes as a result of a change to your housing benefit entitlement, you should contact us immediately, and we will re-calculate your payments for you.

Water Charges are payable to us as a condition of the tenancy agreement until such time as we serve notice on you to make payments direct to Welsh Water or other replacement supplier. Tai Ceredigion is not responsible for the quality, supply or upkeep of the water services supplied by Welsh Water to your home; our only responsibility is for collection of payments.

•

Post Office – you can pay your rent at any Post Office throughout the country using an All Pay Payment Card. Should you wish to pay by this method then you may do so by requesting a Payment Card. Please telephone Customer Services on 0345 606 7654.

•

By phone – you can make a payment with a debit or credit card by phoning 0844 557 8321. You will need to have an All Pay Payment Card to use this method. Please contact us to apply for an All Pay Payment Card if you do not already have one.

The Water Charges may change each year as determined by Welsh Water. Water charges for your home are not eligible for Housing Benefit.

Heating and Hot Water in your Home In some individual properties we provide heating and hot water e.g. in sheltered housing and a weekly sum is due alongside the weekly rent. This sum is not eligible for Housing Benefit and tenants have to pay this direct to Tai Ceredigion.

Direct Debit – this is the easiest way to pay your rent. Once your direct debit form has been filled in, you won’t have to do anything else. We will calculate your regular payments and request the payment directly from your bank or building society each month or week (the choice will be yours).

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Rent and Other Charges

On line – by visiting www.taiceredigion.org.uk or www.allpayments.net quoting your rent account reference. Your rent account reference can be found on your rent statement. Ceredigion County Council's Local District Offices – you can make a cash or cheque payment at a Ceredigion County Council District Office. Please ask your Area Housing Advisor for further information on the office most convenient for you.

•

Paypoint/Payzone – by an All Pay Payment Card. To request a Payment Card please telephone Customer Services on 0345 606 7654.

•

Housing Benefit Direct – If you receive Housing Benefit, then it can be arranged for the payments to be paid directly to Tai Ceredigion. Please note that Housing Benefit may not cover all charges due e.g. water charges, for which you will need to make separate arrangements to pay.

Rent and Other Charges

If you already receive Housing Benefit and find that you have changes in your income or household, you should contact the Housing Benefit Department immediately. If you do not do so, the Housing Benefit Department might decide that you need to repay them the money that they paid out when you weren’t entitled to it. Receiving Housing Benefit will not affect any of your other benefits. If you are unsure about your rights regarding Housing Benefit or are experiencing problems with your claim, you should get advice immediately from a Housing Advice Centre, Citizens Advise Bureau, Ceredigion County Council or other local advice centre. We also recommend that you contact us at Tai Ceredigion as our Community Inclusion Advisor may be able to help you. PLEASE NOTE THAT HOUSING BENEFIT IS PAID 4 WEEKS IN ARREARS AND THIS MAY SHOW UP AS A DEBT. You are responsible for making sure housing benefit is paid.

Housing Benefit Housing Benefit is available to help people who have low incomes or who are on welfare benefits to help pay their rent. It is paid by Ceredigion County Council either to you or directly to Tai Ceredigion as your landlord. If you wish to apply for Housing Benefit, then contact the Housing Benefit Department at Ceredigion County Council. They will send you the relevant forms. Ceredigion County Council Housing Benefit Department Canolfan Rheidol, Rhodfa Padarn Llanbadarn Fawr, Aberystwyth SY23 3UE Website: www.ceredigion.gov.uk E-mail: revenues@ceredigion.gov.uk Tel: 01970 633252

Rent Statement A printed rent statement is sent out to all our tenants every three months, at the end of a quarter. It will show all the charges to your account and all payments that you have made during the quarter. The statement will also show any arrears (missed rent payments) or credit on the rent account. If you require a statement before the end of the quarter then please contact the office and we will arrange for one to be sent to you.

Difficulty Paying your Rent – Advice If you are experiencing difficulty in paying your rent then we recommend that you contact us immediately. It may be that you are entitled to benefits that you are not claiming or receiving. One of our Area Housing Advisors may be able to help you directly or put you in touch with the right people to help you. We are always ready to help those who are willing to ask for help and to co-operate. It is vital that you contact us as soon as you realise that you experiencing difficulty paying. This way we can try and solve the problem before the arrears accumulate. We rely on the income that we get from our rents to run the organisation, thus we cannot allow for our tenants to get in arrears. We will always endeavour to re-gain any losses that come about by rent arrears through a reasonable and affordable re-payment schedule.

What will happen if I get behind with my Rent? For Assured Tenants we have a fixed procedure for this: •

As soon as you are one week behind, we will write and ask you to explain what has happened and how you are going to pay off the debt. If you have a JOINT TENANCY, both tenants will be asked to contact us.

•

If you do not reply within a week of the day on which the letter is posted, we will contact you to discuss the debt. We will allow you to pay the debt by instalments that you can afford.

•

If you still do not reply after we have contacted you twice, we will have to consider issuing you with a Notice of Intention to Seek Possession which can end your tenancy. This Notice will last for a year.

•

If you have agreed with us about how to pay off your debt, but you fail to keep the agreement, then as soon as you are four weeks behind, we will inform you that you must either keep your agreement or be issued with a Notice of Seeking Possession of your home.

•

Even after we have issued this Notice, however, we will keep on trying to help you pay off your debt and keep your home.

•

BUT if you ignore the Notice and get further into debt, we will proceed to the County Court and you may well lose your home. Once we have started legal proceedings, we will not stop them unless you repay a substantial amount of your unpaid rent (we decide how much this is) AND THE LEGAL COSTS we have incurred.

Community Inclusion Advisor Our Community Inclusion Advisor supports you as a Tai Ceredigion tenant, as an individual or as a family in order to maximise your household income and have a successful tenancy with Tai Ceredigion. We aim to provide you with advice and guidance if you are experiencing difficulties with money or debt. We can help you by ensuring that you receive benefit advice to make sure that you are in receipt of the correct benefit entitlements. We can also assist you with benefit application forms and by key-working with other agencies on your behalf. We can also help by providing budgeting advice to either individuals or groups of tenants.

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Rent and Other Charges

What if a Tenant is taken to Court?

Good Reasons not to get into Arrears

You should make sure that you attend the Hearing at the County Court. You will also have to pay the costs associated with the Hearing.

Although the main reason for not getting into arrears is the potential loss of your home there are other good reasons not to be in rent arrears as they can:

The Court will decide whether or not to issue a Possession Order. If it issues the Order, you could be evicted from your home. The Court might decide to suspend the Order on condition that you start paying your rent and making regular payments to clear your debts. If you miss any of these payments the Possession Order comes into force and you will be evicted.

Budget Sheet Income

£ Monthly/Weekly

Pay after tax Pension after tax

•

Affect your ability to get credit in the future if you are subject to a Court Order.

•

Affect any preserved Right to Buy or Right to Acquire.

•

Affect mutual exchanges of tenancy.

Child Maintenance

•

Prevent you from transferring or being re-housed by Tai Ceredigion or another social landlord.

Other

State Benefits Tax credit

Total Income

Income Budget Sheet

N.B. for Starter Tenants If you are a starter tenant and rent arrears accrue on your rent account, then this will be a very serious matter. It is therefore very important that you contact us as soon as you experience difficulty in paying.

A budget sheet is at the end of this Section to help you budget your Finances.

Once Tai Ceredigion decides to issue you with a notice ending your tenancy, then the County Court judge will have no discretion on the matter i.e. Tai Ceredigion does not have to prove that it is REASONABLE to receive possession of the property.

£ Monthly/Weekly

Food Rent Council Tax Electricity Gas/Electricity Water Rates Phone/Internet TV Licence Sky Loan Repayments Clothes School Dinners Childcare Car/Transport Other 1 Other 2

Total Income

Income Less Outgoings (What’s Left)

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Living in your home

Can I take in a lodger?

Living in your home

What happens when a tenant dies?

A lodger is somebody who lives with the family but has no key to a private room or rooms. If there is enough space in your home, you may take a lodger without asking our permission, but you must tell us the name and age of your lodger so that we can make sure over-crowding does not take place. Important: if you get Housing Benefit, taking a lodger will affect the amount you are entitled to and you must tell the Housing Benefit Department of Ceredigion County Council that you have a lodger. Lodgers do not have SECURITY OF TENURE. It is up to you to ask your lodger to move out when you wish him or her to do so. STARTER Tenants cannot have a lodger.

Can I sub-let part of my house? Yes, if you are an assured tenant but first you must get our permission. The person to whom you sub-let is called a SUB-TENANT and has a private room or rooms, although sharing such facilities as bathroom and kitchen. We cannot refuse permission unless there is a danger of over crowding. Important: If you get Housing Benefit and sub-let part of your home, it will affect the amount you are entitled to and you must tell the Housing Benefit Department of Ceredigion County Council at once. You HAVE NO RIGHT to sub-let ALL of your home. If you do so, you lose SECURITY OF TENURE and we will take steps to evict you.

If he or she is a SOLE TENANT, the TENANCY ends. If he or she is an ASSIGNED TENANT (this means that the TENANCY has been passed on with our permission), the TENANCY ENDS. Please note that transferred tenants from Ceredigion County Council have the additional right to succeed.

If I am disabled and find it hard to cope in my home?

Can I run a business from my home?

You should talk to your Area Housing Advisor. There are four ways in which we may be able to help:

Please get in touch with us at once if you are thinking of running a business from your home. Your TENANCY AGREEMENT requires that you get our permission before starting any business and if you start without our permission, you could be evicted. We do not mind business correspondence being sent to your home, but we will not allow some kinds of business (for example, repairing other people’s cars) to be carried on at your home.

•

A TENANCY can be inherited ONCE ONLY. For example if a husband dies, it can be inherited by his wife, but if she then dies, it cannot be inherited by a son, daughter and so on. If it is a JOINT TENANCY, when one tenant dies, the other inherits and becomes SOLE TENANT. If the tenant who dies is married or cohabiting, then the partner who survives will inherit. If there is no partner, any member of the family who has lived in the home for at least twelve months before the death of the tenant has the right to inherit. When more that one person is qualified in this way, they have to agree between them who inherits – we will not intervene except in special circumstances. If the person left living in the house when the tenant dies has no right to inherit, Tai Ceredigion can decide to grant that person the tenancy (but only if the tenancy has not been transferred before). The Director of Housing and Support will make the decision, and even if the previous tenancy was a 'Protected assured' the transferred one will be assured. If the person left in occupation is alone in a large home, we will try to find more suitable accommodation. The Rules for Starter Tenants are different. If you would like to discuss this rather complicated matter, please contact your Area Housing Advisor.

Where it is possible, to make alterations to your home so that you can cope. We may be able to make minor alterations (for example, fitting hand-rails or grab-rails) out of our own limited resources, but for major alterations (like putting in a shower), a Ceredigion County Council grant would probably be necessary.

•

To transfer you, if necessary, to a more suitable property owned by Tai Ceredigion.

•

To transfer you, if necessary, to a more suitable property owned by another Social Landlord.

•

To see whether another Tai Ceredigion property could be adapted with the help of a grant from Ceredigion County Council.

Ceredigion County Council's Occupational Therapist would be called in to advise us about the correct adaptations required in all such cases.

Most domestic premises are not suitable for running a business. We will fully assess your property with the type of work you plan to do. Your business must not cause a nuisance or annoy your neighbours in any way. If you wish to start a business, do not forget to tell Ceredigion County Council’s Planning Department and Council Tax Department.

Can I make alterations or improvements to my home? Improvements might mean putting in a new bathroom suite, changing the doors, putting in new fireplaces or any other addition or change to the property or its fixtures or fittings. You may make alterations or improvements, but you must get our permission, in writing, before you begin and we have the right to insist that the work is carried out in a particular way or with particular materials. You must make sure that you have got Planning Permission or Building Regulations Approval from Ceredigion County Council before you make a start. We will not give permission if: •

The alterations would make the property, or any other property unsafe.

•

They would cause us expense.

STARTER Tenants cannot Sub-let.

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Living in your home

They would reduce the market value of the property.

•

Pets and animals.

•

Damage to property.

If you are a Starter tenant.

•

Poorly maintained gardens.

•

Nuisance from business use.

•

Any combination of the above, sometimes together.

If you make improvements or alterations without our permission, you have broken your TENANCY AGREEMENT.

Nuisance and Antisocial Behaviour Tai Ceredigion, as your landlord, aims to ensure that you are able to live in your home without harassment or interference from anyone else, be they neighbours or their visitors. The tenant(s) of a property will be held responsible for the conduct of the following people whilst such persons are in their homes, in the vicinity of their home or in the locality: •

The tenant(s) themselves who reside at the property.

•

Visiting adults.

•

Children of the tenant(s) who reside at the property.

•

Children of any visitor(s).

Behaviour that is considered to be ‘antisocial’ includes (but is not exclusive to):

•

Domestic violence.

•

Harassment (racial or sexual).

•

Criminal behaviour (drug dealing, theft, prostitution).

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Alcohol & drug abuse.

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Intimidation (or threat of physical violence).

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Verbal abuse.

•

Noise.

•

Nuisance from vehicles (parking/maintenance).

•

Boundary disputes.

•

Rubbish and misuse of communal areas.

•

Any behaviour that may be deemed as provocative and not in keeping with attempting to maintain good relations with neighbours.

Summary Statement of Antisocial Behaviour Policy & Procedures Tai Ceredigion believes that people should be able to enjoy peace and quiet in their own home and feel safe and secure in the areas where they live. Antisocial behaviour causes real misery for people who just want to get on with their lives. It ranges from serious acts of violence and harassment to more “everyday” incidents like noise nuisance. Tai Ceredigion is developing a robust policy and new procedures to minimise the impact and occurrence of antisocial behaviour. All Tai Ceredigion tenants have tenancy conditions, which do not allow them (and their families or visitors) to cause antisocial behaviour. In certain circumstances Tai Ceredigion will work with other agencies such as the Police, Environmental Health and Social Services to take action against those who are not Tai Ceredigion tenants. We therefore have procedures in place to ensure that when cases are reported to us, we take quick and effective action.

Tai Ceredigion Tenant’s Handbook 2011

How Can I Report Antisocial Behaviour?

Dealing with your complaint of Antisocial Behaviour

If you are a victim or witness of antisocial behaviour and you live in a Tai Ceredigion property, you should contact your Area Housing Advisor on 0345 606 7654. Depending on the nature of the Antisocial Behaviour you can also report to other agencies e.g. noise nuisance to the Environmental Health Department of Ceredigion County Council or teh Police.

•

Tai Ceredigion will deal with your complaint as quickly as possible.

•

Aim to resolve the situation as soon as possible without taking legal action.

•

Contact the person/persons you complained about. We will work with them to resolve the problem, issue appropriate warnings and take any necessary action.

•

Keep any information you give, strictly confidential.

•

We will only share information with members of the Community Safety Partnership in accordance with the Crime and Disorder Act 1998.

•

If legal action is required, may need to disclose information to the defendant or their solicitor. We will only do this with your permission.

What happens when I report Antisocial Behaviour When you report antisocial behaviour to Tai Ceredigion we will: •

Talk to you in private and take details of your complaint in confidence.

•

Give you advice on our policies and procedures.

•

Record details of your complaint.

•

If appropriate, give you an incident diary to complete. We will explain how to complete it and what it is for.

Work with other agencies, e.g. the Police, Environmental Health and Social Services, to try to resolve the problem.

•

Keep you informed of progress.

•

Contact you at least once every two weeks until your complaint has been closed.

•

Provide you with information on other people who may be able to help you, for example, Support Groups.

•

Send you confirmation that your complaint has been received and confirm any appointment arrangements which have been made.

•

Make an appointment to contact you again no more than ten working days later. This is to discuss the situation.

•

In serious cases, where a violent or racially motivated incident has occurred, we will act immediately and ensure that appropriate action is taken.

Antisocial Behaviour Seminar 24 May 2011

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Living in your home

Closing your complaint of Antisocial Behaviour If we have resolved your complaint or, after investigation, we cannot take the case any further, we will: •

Explain fully our reasons for doing this.

•

Confirm in writing that the case has been closed.

•

Give you advice on what to do next.

Action we can take against Antisocial Behaviour Current action which we take includes the following:

Antisocial Behaviour Orders (ASBOs) Like an injunction an ASBO is an order from the Court. It aims to stop certain behaviours. An ASBO can be obtained against anyone aged 10 or over. Breaching an ASBO is a criminal offence. It can result in a fine, a prison sentence of up to five years, or a combination of both. Note: At the time of writing this Handbook the UK Government had just ended a consultation on its proposed overhaul of the legislation and associated 'tools' for dealing with Antisocial Behaviour. Therefore, the above list may be liable to change. We can also:

Verbal/written warnings We will warn tenants that their actions are breaking tenancy conditions and what will happen if they do not keep to them.

Serve Notice of Seeking Possession (NSP) This is a legal notice that starts possession proceedings to evict the tenant for breaking their tenancy conditions.

Acceptable Behaviour Contracts (ABCs) An Acceptable Behaviour Contract is a voluntary contract where those involved agree to behave within certain guidelines. Failure to comply with the Agreement can be used as evidence for legal action.

Offer Mediation An independent service enabling parties in dispute to resolve their differences. Providing an Agreement between them about their future conduct.

Injunctions These are orders from the County Court. They make somebody do something or stop doing something. We can seek an injunction to make a Tai Ceredigion Housing tenant comply with their tenancy conditions. We will also use injunctions against non tenants e.g. owner/occupiers of ex Right to Buy properties. Injunctions can only be used against people over 18 years old. Breaching an injunction could result in imprisonment.

Living in your home

Undertake Possession Proceedings As a last resort we may need to ask the Court to evict somebody from their home. To do this we have to prove that they have broken their tenancy conditions and that it is reasonable to evict them. In almost all cases this requires statements from witnesses for an eviction to be granted by the Court. In some cases the Court may grant a “Suspended Possession Order”. This means a person can stay in their home as long as they comply with certain conditions, such as not causing any more antisocial behaviour.

Tai Ceredigion Tenant’s Handbook 2011

Demote a Tenancy Existing protection assured and assured tenancies can be reduced to the status of assured shorthold tenancy for a period of 12 months on the grounds of antisocial behaviour. During the period of “demotion” the tenancy could be terminated with little protection for the tenant. Here there is no requirement for Tai Ceredigion to demonstrate a further case of antisocial behaviour. For demoted tenants, the Right to Buy would also be suspended. Work with other Agencies Tai Ceredigion enjoys a close working relationship with many organisations whose work involves dealing with antisocial behaviour. We will continue to develop strategies to share information about perpetrators of antisocial behaviour, where this is likely to lead to the problems being eradicated. Information, sharing protocols take place within strict data protection rules. We will also refer tenants or member of their families to relevant support agencies to help them sustain their tenancy.

Confidentiality Tai Ceredigion respects the privacy and confidentiality of residents and is discreet when handling sensitive information. We recognise that coming forward to report antisocial behaviour, especially where this may lead to a prosecution, is not easy. We make sure to keep complainants informed of progress with their case and will always discuss with them and seek their permission if it is necessary to disclose the source of a complaint. Tai Ceredigion will resort to possession only as a last resort and we will work hard with all the parties concerned to settle any neighbourhood problems before more forceful action has to be taken. Any individual reporting antisocial behaviour will be supported by their Area Housing Advisor and where necessary by the specialist Antisocial Behaviour Advisor.

Living in a Flat – Communal Areas If you live in a flat you are much closer to your neighbours so you must take care not to cause a nuisance or disturb or annoy them in any way. You must make sure that any other person living in your flat, including children or any visitor to your flat does not cause a nuisance or annoy anyone. Shared hallways, entrances and drying areas are provided for all residents in a particular block to use. You must: •

Keep landings, staircases, lifts and other areas in a clean and tidy condition.

•

Not put any items in communal areas that are likely to cause an obstruction or safety hazard.

•

Not block, obstruct, or clutter the stairs.

•

Not put any fences, sheds or large play equipment (e.g. trampoline) within shared areas without asking for permission first.

Door Entry Systems If fitted door entry systems are installed for the security and convenience of the residents you must: •

Not prop open any shared doors

•

Not put the door on the hinge

•

Report any fault with the doors as soon as possible.

Smoking It is against the law for anyone to smoke in the communal internal areas of a block and we would ask for your co-operation in adhering to this law.

Insurance We would recommend that you make sure you have contents insurance that covers you in the event of damage to or theft of your personal belongings, carpets, furniture and other household contents and decorations. Please contact our Community Inclusion Advisor on 0345 606 7654 if you require any further advice.

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How to reduce condensation and get rid of mould What is condensation? Condensation is the moisture that occurs when warm air spreads to the cooler areas in a building and comes into contact with cold surfaces. Warm air can hold more moisture than cold air, which is why you sometimes get moisture on cold surfaces. We generate moisture in our homes through normal living - for example when we bath, shower, boil kettles and even breathe. This is usually fine, but when there is a lot of moisture and we don't let it out, it has to find somewhere to settle. When the damp air hits cool surfaces, such as walls and ceilings, mirrors, tiles and windows, the water vapour in it condenses back into water droplets. This condensation can cause mould to grow on walls, ceilings, windows, furniture and clothes. What is mould? Moulds are fungi that can grow on almost any damp surface. You may notice a damp or musty smell before you see any visible signs of damp because condensation often forms behind cupboards and wardrobes, where the air doesn't circulate. Although mould is often black and speckled, it can also be green, yellow, or brown in colour.

Living in your home

•

Either avoid drying washed clothes, inside your home or make sure there is plenty of ventilation - don't dry clothes on radiators, consider instead drying them in the bathroom with the light on to keep the fan running.

•

Always vent tumble dryers to the outside using proper vent kits, or use a selfcondensing dryer.

•

When using the shower, keep the shower curtain inside the splash wall to prevent waterpooling on the floor.

To kill and remove mould, wipe down walls and window frames with a fungicidal wash which carries an Health and Safety Executive 'approval number'. Follow the manufacturer's instructions precisely. Dry-clean mildewed clothes and shampoo carpets. Disturbing mould by brushing or vacuum cleaning can increase the risk of respiratory problems.

•

After treatment, redecorate using a good quality fungicidal paint to help prevent mould recurring. Note that this paint is not effective if overlaid with ordinary paints or wallpaper.

Laws have given neighbours the power to ask Councils to force owners to control conifers planted on boundaries above certain heights. Because of this and the previously mentioned subsidence problems, you should contact your Area Maintenance Surveyor before planting any trees in gardens. You need our permission to: • Put up a garage, or park a car, motorcycle, caravan or trailer in the garden; •

Put up a large shed or greenhouse;

2. Ventilate to remove moisture

•

Put up or change a wall or fence; or

You can help to minimise condensation by increasing the air flow. You may notice fixed air vents around your home. Please make sure these aren't blocked.

•

Cut down or remove any trees, or plant any trees or shrubs (for example, leylandii) that could damage the property or a neighbouring property.

Keep a small window open when a room is in use. Limit the amount of furniture you have in your rooms to increase the air flow.

You must not: • Store any indoor furniture or appliances, or flammable materials or gas, in the garden; or

Stop damp air spreading around your home by keeping kitchen and bathroom doors closed when these rooms are being used.

•

Allow air movement in cupboards and wardrobes. Don't put too many things in them as this can stop the air from flowing freely. Where possible, put your cupboards and wardrobes alongside internal walls. 3. Keep your home warm Heat your home at low levels for a long time rather than at high levels for a short time. This will help to get rid of any cold surfaces in your home and reduce condensation.

To limit the amount of moisture in your home, you should:

First Steps against mould

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Cover boiling pans of water in the kitchen.

•

Avoid paraffin and portable gas heaters which can produce six litres of moisture a day.

First treat any mould you may already have in your home. If you then deal with the basic problem of condensation, mould should not reappear.

Tai Ceredigion Tenant’s Handbook 2011

have a bonfire.

If you do not look after your garden, we may have to do the work and charge you for it.

Allow moist air to escape to the outside from your kitchen and bathroom when you are using them. Ideally, use your extractor fan, or open a window.

Steps to reduce condensation 1. Produce less moisture Ordinary daily activities produce a lot of moisture, a family produces over 9 litres of moisture every day.

•

Household rubbish Looking after your garden Your tenancy agreement says that any individual garden which is part of your tenancy must be kept tidy. If you have a garden, it is important to keep it tidy, keep it free of rubbish and keep vegetation under control. Trees and shrubs can cause subsidence and damage to walls and buildings. If gardens have large trees, you should be aware that they may be protected by conservation or tree preservation orders. Work carried out on such trees without Ceredigion County Council's permission can result in large fines. If work is needed on large trees, you should get our advice on who is responsible for this work.

It is your responsibility to properly dispose of rubbish in the appropriate manner. Please remember that you should only put your rubbish (including recyclable and food) out at the correct collection point on the day of collection. Check with Ceredigion County Council for the time and date on which they collect (see Section 14 for contact details). Rubbish put out too far in advance of collection will attract the attention of vermin, cats, dogs and seagulls. You are also responsible for properly disposing of any large or bulky items which rubbish collectors are unable to take. Arrangements with Ceredigion County Council can be made for BULK REFUSE collections (e.g. items of furniture).

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Living in your home

Parking

Garages

Private parking Some of our properties have a private parking space. Any vehicles kept on a private parking space must not be a health or safety risk (for example, leaking fuel or oil), or be supported on stands. You must not leave car parts on your parking space as these may contain dangerous substances. If we have any concerns about your vehicle, your Area Housing Advisor will contact you to discuss this with you. Parking on roads For some properties, the only available parking is on the road. All relevant laws of the road apply on top of your tenancy agreement, which says that you must not block local roads. Abandoned vehicles If you know of any vehicles that have been abandoned on estate roads or parking areas, please tell your Area Housing Advisor. Please let them know, if possible, the registration number, make, colour and model of the vehicle. Friends and visitors You have a responsibility to make sure that everyone who lives in or visits your home takes care of the property and the estate. If any damage is caused, we may recover the cost of repairs from you. In certain circumstances, we will view deliberate damage to our property and estates as a criminal offence. If you witness acts of deliberate damage and vandalism or antisocial behaviour, you should report them to the Area Housing Advisor who will treat the information as confidential. You should also report criminal damage to the police.

Living in your home

There are numerous Tai Ceredigion garages located throughout Ceredigion which are available for rent. You should contact your Area Housing Advisor who will be able to inform you of site locations, current availability and details of charges. The rent shall be payable weekly in advance and the garage must not be sub-let. Garages must not be used for any purpose other than housing a motor vehicle. If you are found to be using your garage to store household items or are running a business from it you are in clear breach of your agreement with Tai Ceredigion and we will terminate the garage tenancy. You are not permitted to store flammable or hazardous materials in your garage such as petrol, bottled gas etc. The garage should be kept in a clean and tidy condition and tenants must also permit an authorised member of Tai Ceredigion staff to enter and examine the premises.

Pest control If you suspect there is a problem with pests (mice, rats, fleas or wasps etc) in your garden/around your home you should contact our office in the first instance. Please telephone 0345 606 7654.

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Pets

Frozen or burst water pipes

Tai Ceredigion recognises that many tenants wish to keep pets at their home and we acknowledge that pets which are well cared for and responsibility kept can be a positive attribute to both individuals and to the general community. Tenants living in a house, bungalow, or flat with its own access to the ground floor will normally be allowed to keep the usual domestic pets, (up to a maximum of 2 dogs, or 2 cats or a combination of 1 dog and 1 cat), small caged bird, rodent, rabbit, non-venomous insects and small non-venomous reptiles or fish. Residents living in flats with shared access will not be allowed to keep dogs, with the exception of assistance dogs. If they wish to keep any other type of ‘domestic pet’ as defined in the above paragraph then they must first get written permission from Tai Ceredigion. Permission to keep these domestic pets is on the understanding that no nuisance or annoyance is caused (This includes damage to the property).

Before leaving your home for a prolonged period during the winter months please remember to turn off the water supply of the main stop tap and open an internal tap to remove any water from the system. Remember to close the tap before turning the stop tap on again. This will reduce the risk of any frozen pipes. Frozen pipes • Turn off the pipes at the main stoptap. • It is best to leave the pipes frozen to allow them to thaw on their own accord, but you may try to thaw them out using hot-water bottles. • If the hot-water system is frozen, turn off the water heater. Burst pipes • Turn off the water at the main stoptap. • Turn off any water heaters and put out any coal fire that heats a back boiler. • Turn all the taps on to drain water from the system. This takes about 15 minutes. • If electric fittings or wires are getting wet, do not touch them. Turn off the electricity at the consumer unit (fuse box). • If water leaks through a ceiling and makes it bulge, put a bucket under the bulge and use something such as a screwdriver to make a hole to let the water through. This could prevent the ceiling from falling down. Telephone Tai Ceredigion for advice.

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Sheltered Housing

This Section of the Tenant’s Handbook is designed as a guide to inform and advise you on the Sheltered Housing Service, its purpose and what you can expect from Tai Ceredigion.

Definition of Sheltered Housing The term “Sheltered Housing” covers specialised, usually purpose built housing schemes for older people which vary in size and design, type of accommodation and range of facilities offered. Some schemes have communal facilities such as a common room, laundry room, and guest room. These are often referred to as Category 2 Schemes. Schemes in clusters of flats or bungalows without these facilities are usually termed as Category 1 Schemes.

Sheltered Housing

cope with the responsibility of maintaining and living in their family home, and they feel they need to know that someone is at hand to turn to for help or friendly guidance. Some tenants may receive necessary medical and domiciliary services including meals on wheels, home care and nursing services. The Sheltered Scheme Co-ordinator is not there to provide these services but is available to arrange them where they are needed. A tenant of Sheltered Housing is entitled to the same rights and is under the same obligations as any other tenant of Tai Ceredigion.

Most Category 2 Schemes have a Sheltered Housing Scheme Co-ordinator and an alarm system whilst Category 1 Schemes have only an alarm system.

Role of Sheltered Housing Sheltered Housing Services are provided usually to older people who are relatively independent. It provides support without providing care. Tai Ceredigion’s role is to help access higher levels of support and care from other agencies as the need arises. It is very different from residential and nursing accommodation which is usually provided by the Health Authority and Social Services. The effective delivery of a Sheltered Housing Service is a main role for Tai Ceredigion. Sheltered Housing provides tenants with a warm, secure and independent home whilst the services of a Sheltered Scheme Co-ordinator backed up by the alarm system gives peace of mind. Help can be summoned in time of an emergency. Often people coming into Sheltered Housing have reached a point where they are no longer able to

The service aims to: • Enable older people to maintain a tenancy in the local community, with tenants remaining as independent as possible in their own homes.

The Service Tai Ceredigion offers 9 Category 2 Sheltered Housing Schemes for older people across Ceredigion. We also have over 350 Category 1 bungalows or flats. There is a 24 hour emergency system to summon assistance via an alarm if someone becomes unwell or for an emergency situation.

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The role of the Sheltered Scheme Co-Ordinators The Sheltered Scheme Co-ordinator’s role is to provide support without interfering and requires a great deal of professional tact and understanding. The Scheme Co-ordinator needs to be unobtrusive in keeping a discreet eye on a tenant’s welfare providing help and assistance within the role. Tai Ceredigion expects our Scheme Co-ordinators to foster a sense of independence and encourage self-help, mutual support and neighbourliness amongst tenants.

•

Provide a clearly defined service in a professional manner and to a consistently high level of competence.

•

Provide a range of services, including social activities, which will enable older people to remain in the community.

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Observe and assess the tenants' well-being as part of the monitoring process and to complete support plans.

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Encourage and promote the independence of tenants with special reference to respecting autonomy, privacy and self-esteem.

The role of the Sheltered Scheme Co-ordinator is to act as a co-ordinator of support and care services rather than a direct provider of care.

•

Assist tenants to secure access to health, welfare, social and financial benefits which necessarily complement their housing needs.

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Provide a quick response in emergencies.

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Provide an assessed, well managed and safe environment for both tenants and Tai Ceredigion employees.

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Actively involve, canvass and respond to tenants’ views on standards of service delivery.

The Sheltered Scheme Co-ordinator plays a crucial role in fostering an atmosphere within Sheltered Housing in which both tenants’ individual needs and a community spirit can be met. Sheltered Scheme Co-ordinators arrange social activities within the Scheme e.g. "Extend" exercise classes and also help residents organise social activities within a scheme or help organise activities outside the scheme.

With Support from the Sheltered Housing Service you should as far as possible benefit from: • Assistance to live a fulfilling, good quality of life.

Aims and Objectives of the Sheltered Housing Service

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Support to maintain your well being and good health.

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A safe and secure environment.

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Access to other social and professional services.

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Feeling less socially isolated or lonely.

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Information about a variety of services and support groups available within your local area.

The Sheltered Scheme Co-ordinator has the vital role of overseeing the safe and smooth running of the building for Category 2 Schemes and equipment within, as well as attending to emergencies as and when they arise. Summary of the duties of a Sheltered Scheme Co-ordinator who currently work from 9am until 5pm on Weekdays include: General support to Tenants: • Checking on tenants daily - (usually in the morning via the alarm system). •

Responding to calls from tenants.

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Reception and introduction of new and potential tenants.

•

Looking out for signs of need and changes in tenants' health.

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8 • • • • •

• • •

Sheltered Housing

Giving advice on community facilities and other matters. Calling in domiciliary services as required. Encouraging involvement of friends/relatives. Liaising with doctors, nurses, social workers and external agencies. Reporting repairs where necessary and undertaking regular inspections of communal areas. Referring scheme housing management issues to the Area Housing Advisor. Undertaking support plans with individual tenants. Promote opportunities for tenants to participate in recreational and social events.

Dealing with Emergencies: • Answering the alarm and obtaining assistance, where appropriate. • Rendering emergency aid. • Contacting relatives. • Dealing with breakdown of services such as lifts, power cuts and calling in assistance. • Dealing with emergency illness and death. General Supervision: • Supervising of cleaners and window cleaners. • Supervising contractors involved in ground maintenance. • Supervising the security of the building. • Preparing and booking the guest room. • Preparing and booking the guest room.

Services available in Category 2 Sheltered Schemes for the Eldery The type of services may vary between Sheltered Housing Schemes but those you are likely to find are explained below: Cleaning: Tai Ceredigion is responsible for the cleaning of floors, stairs and windows in communal areas.

Sheltered Housing

You are responsible for keeping your own home clean. If you have any problem in doing this, please tell the Sheltered Scheme Co-ordinator who will contact a relevant agency to see if assistance can be arranged for you.

Alarm Systems: In addition to the Sheltered Scheme Co-ordinator, an alarm system is installed. This is connected to a 24 hour emergency call centre, which gives emergency cover when the Sheltered Scheme Co-ordinator is off duty. This means that help is always available. When the Sheltered Scheme Co-ordinator is not in work e.g. after 5pm and at weekends, you will be linked to the emergency call centre which provides 24 hour emergency cover. Use of the alarm equipment will be explained to you by the Sheltered Scheme Co-ordinator.

Gardening: Although Tai Ceredigion will arrange for the regular maintenance of the landscaped areas, you may wish to assist by tending some of the flower beds. Your help is always appreciated, but please ask the Sheltered Scheme Co-ordinator before commencing any work in case there are any problems over contractual responsibilities. Laundry: Some schemes have a laundry where tenants and the Sheltered Scheme Co-ordinator have the use of the washing and drying machines. The Sheltered Scheme Co-ordinator will show you how to use the machines and will, if necessary, arrange times in which they will be available to each tenant. Communal Lounge: A Communal Lounge is provided for the use of all tenants and their visitors and Tai Ceredigion encourages you to organise your own activities. On some occasions Tai Ceredigion will use these lounges but only if this does not inconvenience the tenants. Television: A master television aerial is provided at your flat which means all you do is plug your set into the aerial point.

Tai Ceredigion Tenant’s Handbook 2011

•

The alarm system used provides cover to the Scheme during the Sheltered Scheme Co-ordinator’s absence. In the interest of your own safety the pull cords should never be tied up, as you might not be able to reach them when needed.

•

The Sheltered Scheme Co-ordinator is not expected to undertake nursing or domestic duties for tenants but will give advice on how such help can be obtained.

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The Sheltered Scheme Co-ordinator holds a master key which can open your front door but it will only be used in an emergency or with your permission. You are advised not to fit additional locks and chains which would leave the Sheltered Scheme Co-ordinator unable to gain access in an emergency.

•

The Sheltered Scheme Co-ordinator collects rent and other payments.

The Area Housing Advisor: You have an Area Housing Advisor attached to your Scheme for providing guidance to yourself and the Sheltered Scheme Co-ordinator on housing management issues, advice on rents, transfers, exchanges etc.

Guest Room: Some of our Sheltered Schemes have a Guest Room for use by tenants’ visitors. The room may be booked in advance. There is a small charge for the use of the Guest Room which is subject to review. The income from the Guest Room is-off set against the tenants’ service charge. Further information and bookings can be made via the Sheltered Scheme Co-ordinator. Schemes without Sheltered Scheme Co-ordinators: Tai Ceredigion has some homes built specially for older people but without a Sheltered Scheme Co-ordinator. The tenants have an alarm system which is connected to a 24 hour emergency call centre.

Rent and Service Charge setting for Sheltered Housing For post stock transfer Tai Ceredigion tenants of Category 2 Sheltered Schemes their weekly charge is made up of the following: basic rent, charges for heating and hot water and general service charge (e.g. communal cleaning, landscaping, fire alarms and 30% of the Scheme Co-ordinator's cost), a 'Supporting People' charge for 70% of the Scheme Co-ordinator's cost and for the provision of the emergency alarm system. For pre April 2003 tenants, Ceredigion County Council had agreed "protection" and therefore no Supporting People charges are identified on their rent accounts (also no general service charges appear). For those tenants whose tenancies commenced between April 2003 and Stock Transfer, Supporting People charges are identified on their rent account but no general service charge is identified. Therefore there are 3 different levels of charging within Tai Ceredigion's Sheltered Housing Schemes.

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Repairs, Maintenance and Emergency

Reporting a repair General Enquiries/Customer Services 0345 606 7654 Repairs and out of hours emergencies 0800 111 4228 (free phone from landlines) 0300 123 3300 (local call rate from mobiles) You will need to provide us with the following information: • Your name, address and contact number. • What you think needs to be done, giving as much detail as possible. • When somebody will be at home to allow the repair to be carried out or an inspection made.

Who is responsible for repairs and maintenance? Tai Ceredigion has a responsibility and is legally obliged to carry out certain repairs. There are also other repairs that might need doing but that you as the tenant are responsible for them.

Tai Ceredigion’s responsibilities Re- let Standard This is the standard that we will be providing to you when you move into your new home and you will have received a copy of this standard when your tenancy commenced. We strive to ensure that each property is of a clean habitable standard prior to letting. We hope this information is useful and will help you settle in your new home.

Repairs, Maintenance and Emergency

We will repair the property in line with our obligations which are set out in detail in your tenancy agreement. Tai Ceredigion will keep the following parts of your home in reasonable repair: • The structure and outside of the building – roofs, walls, floors, ceilings, window frames, outside doors, drains, gutters and outside pipes; •

Kitchen and bathroom fixtures – basins, sink toilets and baths;

•

Electrical wiring, gas pipes and water pipes inside your home;

•

Appliances and systems for heating rooms and water; and

•

Any communal areas, parking areas and shared areas which are owned by Tai Ceredigion.

(If we repair any damage which has been caused by you or by anyone living with or visiting you, or through a lack or proper care or supervision at the property, we will do the work and charge you for it). We will carry out safety checks on gas fires and gas or oil boilers in the property once a year. We will maintain and clean solid-fuel installations once a year. If we do not carry out these checks we could be prosecuted. If you do not allow us into your home to inspect these installations and carry out any repairs, you could be putting lives at risk. We expect you to provide access for these tests to be undertaken. When we want to inspect or repair installations for room and water heating, we will give you notice as set out in your tenancy agreement. If you do not give us access and do not contact us to agree alternative arrangements, we can force our way into your home, without giving you further notice, to carry out the inspection or repairs. You will have to pay the costs of any repairs we need to do as a result of forcing our way into your home.

Tai Ceredigion Tenant’s Handbook 2011

We will try to carry out repairs in the timescales we have set out in our service standards, see the sub-section entitled "How long does Tai Ceredigion take to complete repairs". When you report a repair, we will put the work into a category depending on how urgent it is. Sometimes there may be delays, for instance because we cannot get materials, or we need to make further investigations. After a repair, we will leave the decoration as close as possible to how it was before we did the work.

Your responsibilities as a Tenant • • •

• • • • •

• • • • • • •

Keeping the interior of the property in good condition and in a good decorative condition. Replacing the keys and locks when you have lost the keys to the property. Replacing broken glass in windows, doors and fan-lights unless a crime number can be obtained. Replacing catches and hinges on doors inside the home. Replacing light bulbs, fluorescent tubes, starters, plugs and rewireable fuses. Replacing plugs and chains to baths, basins and sinks. Replacing broken tiles inside the home. Replacing or re-fitting bathroom fittings including towel rails, toilet roll holders, WC seats and washers on taps. Replacing washing lines, rotary dryers and line posts (except in communal areas). TV aerials and sockets (except for communal systems). Curtain rails and roller blinds. Blocked toilets, internal waste pipes, traps and gullies caused by inappropriate use. Shelving. Replacing gate catches and hinges. Dustbins.

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9 • • • • •

• • •

•

Repairs, Maintenance and Emergency

Replacing electric plugs and fuses. Bleeding of radiators. Filling minor cracks to plasterwork. Easing doors following the fitting of carpets. Installing and monitoring domestic appliances (unless provided by Tai Ceredigion under your tenancy) eg cooker, washing machine, television etc. Removing bulk refuse from your home and garden. Repairing any damage caused by the installation of a satellite dish or TV aerial. Repairing any damage caused by an improvement made to the property by the tenant or visitor. Repairing any damage to the property or to the shared areas around the property and replacing any damaged item if the damage has been caused by you or by anyone living with or visiting you or by your pets. (If the damage is not repaired or the item is not replaced Tai Ceredigion will do the work and charge you for it.) If one of your appliances (eg a kettle) causes damage or interruption to the supply of electricity (eg setting off the trip switch) you will have to pay for putting things right.

How long does Tai Ceredigion take to complete repairs?

• • •

• • • • •

Severe water leaks Complete lighting failure Heating breakdown during adverse weather conditions, in households where there are elderly or disabled people or young children under the age of 5 Blocked drains, gullies etc that are likely to cause flooding or other damage Lack of water (excluding mains water supply which is the responsibility of Welsh Water) Fire, flood or storm damage Dangerous structure or damage likely to be hazardous to life or limb (eg loose masonry) Running overflows (in freezing weather only)

Urgent Repairs These are defects which seriously inconvenience the tenant, but do not cause danger to health, safety or security: • Defective heating/hot water systems or heating failure • Failure of isolated electrical fittings • Damaged glazing (the tenant may be re-charged) • Minor water leaks to plumbing • Defective sanitary apparatus • Broken door locks • Overflows • Loose masonry • Minor roof leaks

Our completion times are as follows: Emergency Repairs Within 24 hours Urgent Repairs Within 7 days Non Urgent Routine Repairs Within 28 days Planned Maintenance Programmed (Including Welsh Housing Quality Standard Works) Repair Categories – Emergency Repairs Emergency repairs – are those repairs which if not remedied may affect the health and safety of the tenant or security of the building eg. • Dangerous electrical faults/exposed wiring • Gas leaks

Tai Ceredigion Tenant’s Handbook 2011

Repairs, Maintenance and Emergency

Non-Urgent Repairs These repairs which do not seriously inconvenience the tenant, nor affect their health, safety, security, though if not remedied may lead to further damage: • Repairs to plasterwork • General roofing repairs (non-urgent) • Joinery repairs (e.g. adjustment of doors, minor repairs to floors) • Repairs to rainwater goods • Re-fixing floor tiles • Window fittings • Bath panels • Blocked yard gullies • Blocked or leaking gutters • Window sash cords Planned Maintenance including Welsh Housing Quality Standard Works Repairs similar to those done under Non Urgent Routine Repairs which may be programmed to take advantage of economies of scale: e.g. • Window replacements • Kitchen units • Replacement of garden walls/patios/fencing • Improved communal areas • External paths, steps and fences • Brickwork/stonework/render • External joinery

Note: The above does not include every possible type of repair and is simply a guide to the types of repair in each category. When ‘prioritising’ repairs and considering completion times, Tai Ceredigion staff will take into consideration the vulnerability of the tenants when made aware of the particular circumstances of the case.

In certain circumstances (e.g. where obtaining replacement parts is difficult) it may not be possible to meet the response time. In such cases Tai Ceredigion must inform the tenant of the reason for the delay and to provide an expected date for the completion of the repair. If the repair is a simple one, we will order work to be carried out without making an inspection. If it is a complex repair one of our Maintenance Surveyors or a specialist contractor will call at your home to make an inspection before the work can be carried out.

Access to carry out Inspection, Service and Repairs You must let our staff, including our Direct Labour Organisation or contractors, enter your home, to inspect it or carry out repairs, as long as: • You have had at least 24 hours notice in writing (unless the repair is an emergency); and • They show you proof of their identity. You must allow us access to the property to carry out any necessary inspections, services or repairs and maintenance work to the property or neighbouring properties. We will give you reasonable notice in these cases. In an emergency we will not give you any written notice and you must let us enter your home immediately. If somebody may be in danger, or there is a risk of damage to the property, we can force our way into your home without giving you any notice. (For example, we may need to do this if there is a suspected gas leak or electrical fault at the property, which may put somebody in danger or cause serious damage to the property or an adjoining property.) We will only force our way in if you are not there to let us in immediately, or if you refuse to let us in. If we do force our way in, we will make the property secure when we leave it.

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Repairs, Maintenance and Emergency

Why might repairs be held up? • If they are to be part of PLANNED REPAIRS then we will tell you when the work is likely to be done. • If specialised work has to be done (gas repairs, for example) • If you have not let the workers into your home at a reasonable time. • If bad weather has occurred. • If it has been difficult to get spare parts.

Repairs, Maintenance and Emergency

Equipment Locations Try to fill in this information. This will help you and us in an emergency. Please give us a ring if you need any help in completing the information;

Equipment

Location in Home

Water Stopcock Fuse Box

What if I am unhappy about how long it is taking or think the work has not been completed properly?

Trip Switches

Please inform us as soon as you can, explaining what is wrong. You can follow either our Complaints and Compliments Procedure or Compensation Policy (Section 12, Making Sure that Tai Ceredigion is a good Landlord).

GAS Tap

Other Tenant Obligations You must not put up or take down garden walls, boundary walls, fences, hedges or structures without getting our permission in writing.

Gas Meter

Boiler Water Tank

Electricity Meter

You must not put up a satellite dish without getting our permission in writing. You must not put up any structures on your property (including sheds, garages, greenhouses, pigeon lofts, patios or conservatories) without getting our permission in writing. You must not build a hard standing (a driveway or a paved area you are going to park on) without our permission in writing. If you make an improvement or change to your home without our permission in writing, we may tell you to return the property to how it was before. If you do not, we will do the work and charge you for it.

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Medra Services

Tai Ceredigion has won a bid for £125,000 of European funding to set up Gwasanaethau Medra Services to deliver two new services for tenants and leaseholders in Ceredigion. The services are:

Estate Caretaking The Estate Caretakers will regularly visit various estates across the county keeping them clean and tidy. The cost of this service will be met from service charges.

Handyperson Scheme The Handy Person service for older and vulnerable tenants will assist with non landlord maintenance such as gardening or minor improvements around the home such as assembling flat pack furniture, decorating, putting up shelves etc. There will be a cost attached to requesting this service, please ask for details. The new services will be branded as ‘Gwasanaethau Medra Services’ and will be based across the county. The three Estate caretakers will be employed in the North, Mid and South of the county with up to two trainees each. The two Handy people will be employed to cover the North and South, with up to one trainee each. The two services were initially outlined to tenants in Ceredigion County Council’s formal offer document – the basis on which tenants voted for their homes to transfer to Tai Ceredigion. The services will also deliver Tai Ceredigion’s wider economic commitment to create new jobs and training opportunities, particularly for those that are furthest away from the labour market. Trainee placements under the supervision of qualified tradesmen will enable people to have work experience that could assist them to secure long term employment. To request Gwasanaethau Medra Services, please phone 0345 606 7654 and ask for 'Medra'.

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Welsh Housing Quality Standard

What does The Welsh Housing Quality Standard mean? The Welsh Government believes that everyone in Wales should have the opportunity to live in a good quality home within a safe and secure community. The Welsh Housing Quality Standard was therefore established. All homes managed by Local Authorities and Housing Associations in Wales should reach the Quality Standard as set by the Welsh Government. Tai Ceredigion properties need to meet the Standard by 1st December 2014.

Welsh Housing Quality Standard

Will there be a specific advisor from Tai Ceredigion to help tenants through the process? Yes. Tai Ceredigion employs Resident Liaison Advisors to ensure that tenants receive all the information and support that they need to manage any disruption caused when the Welsh Housing Quality Standard improvements are carried out to your home. A specific Resident Liaison Advisor will be designated to you.

What does it mean for Tenants? •

All homes must be in a good state of repair

•

All homes must be safe and secure

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All homes must be adequately heated, fuel efficient and well insulated

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All homes must be located in attractive and safe environments

Before any work is carried out on your home we will arrange for members of our staff to call upon you to assess your needs. Tai Ceredigion plans to carry out the following improvements to homes which do not meet the Standard:

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New secure front and/or back doors

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New kitchens (with choice of finishes)

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Modernised bathrooms (with choice of finishes)

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Double glazed windows

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Energy efficient boilers

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Rewiring

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Renew roof covering

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Making sure that Tai Ceredigion is a good landlord

Comments, compliments and complaints policy Tai Ceredigion is committed to providing good quality services and we want to hear your comments and suggestions on how these services can be improved. Sometimes services won't meet your expectations, and when this happens, we need to know about it. We view a complaint as an expression of dissatisfaction, which may be due to something we have or haven’t done, or by someone employed on our behalf such as a contractor. You can also compliment us when we have done something well, this may be about a service you have received, or how helpful a member of staff has been to you. Tai Ceredigion values your comments and your feed back, and wants to show you that we listen, that we learn from our mistakes, and that we always try to improve our services.

Who can complain? A complaint can be made by an individual, by a group of people or an organisation that is affected by an action or a failure to act by Tai Ceredigion. A person who has a complaint can also ask a representative to make that complaint on their behalf.

How can I make a comment, compliment or a complaint? If you would like to make a comment, pay a compliment or make a complaint, you can do so in the following ways: In person By phone: 0345 6067654

Or by letter / email: post@taiceredigion.org.uk Tai Ceredigion Cyf Unit 4, Pont Steffan Business Park Station Terrace Lampeter Ceredigion SA48 7HH

Complaint There are three stages in our internal complaints procedure. First Stage Our aim is to resolve most complaints as soon as possible, by giving the member of staff normally responsible for delivering that service the opportunity to resolve the problem. Your complaint will be received, recorded and acknowledged within 10 working days either by phone, by email or by letter. Your complaint will receive a unique reference code that you can quote for all future contact with Tai Ceredigion in this matter. If we are unable to resolve your complaint within the 10 working days then we will contact you to explain what steps are being taken and when you can expect to have a full response. If you disagree with the response, you can ask for your complaint to be considered by the appropriate Director of Service concerned within 14 working days of receiving our response. This will then form the second stage. Second Stage If your complaint has not been resolved at the first stage, then your complaint will be looked at by the Director of the Services concerned who will review the investigation at the first stage. We will keep trying to resolve your complaint while this process continues, and you should receive a response within ten working days of the date that the referral is made to the Director of Service.

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Making sure that Tai Ceredigion is a good landlord

If you disagree with the response you receive from the Director of Service, you can ask for your complaint to be considered by the Chief Executive within 21 days of receiving our response. This will then form the third stage. Third Stage The Chief Executive will investigate your complaint, and review the investigation carried out and might ask to meet with you at this stage. If appropriate you may be offered mediation. Once the investigation is complete you will be sent a letter telling you what has been done within 21 working days. The outcome of the investigation will also be reported to the Board for monitoring purposes. Fourth Stage If you are still not happy with the outcome, you have the right to contact the Public Service Ombudsman for Wales. However to do this, you will generally be expected to have followed our complaints procedure first. Contact details for Public Service Ombudsman: 1 Old Field Road Pencoed Bridgend CF35 5LJ Tel: 01656 641 150 www.ombudsman-wales.org.uk

What we will do to resolve any complaint Tai Ceredigion will always try and resolve your complaint as quickly as possible, and by the member of staff normally responsible for providing that service. We will listen carefully to your complaint and carry out a thorough investigation.

Compensation Policy It is the aim of Tai Ceredigion to provide quality homes and services and value for money to all our service users. In order to quantify this aim, Tai Ceredigion has set minimum standards of service to be achieved. However, we acknowledge that on occasions, there may be a failure to maintain the standard of service we expect to provide and that redress has to go beyond an apology or an acknowledgement of procedural fault. Tai Ceredigion will consider making a payment of compensation to residents where financial loss, damage, unreasonable delay or major disruption has occurred but will not consider claims for compensation where: •

Service failure is due to interruptions in gas, electricity or water supplies which are the responsibility of the utility companies.

•

The loss or damage is the fault of the resident, a member of their family or a visitor to their home, including the failure to report repairs or allow access to their home.

•

The loss or damage is due to acts or negligence by a third party.

•

The loss or damage is caused by another resident or neighbouring occupier, for example a leaking washing machine.

•

Service failure is the result of extreme or unforeseen conditions (such as weather conditions) where Tai Ceredigion has taken all reasonable steps to restore services or facilities under the prevailing conditions.

A copy of the Compensation Policy is available on request. For more information contact your Area Housing Advisor.

When the investigation has been completed, it may result in an apology, or an explanation, and in some cases could result in a review of an existing policy or procedure, or in providing staff training.

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Making sure that Tai Ceredigion is a good landlord

The right to information and Data Protection As your landlord, we hold information about you in connection with your tenancy e.g. the names of household members. The Data Protection Act 1998 gives you certain rights to see your personal information, about how and what information we hold about you and requires us to use it fairly and properly in ways you understand.

Why do we hold and process your Personal Data? We may process your personal data for a number of reasons, including: •

Housing Management.

•

Rent collection, including Housing Benefit.

•

Repair and maintenance of homes and other facilities.

•

Meeting the health and support needs of tenants.

•

Regulatory purposes such as meeting the requirements of the Welsh Government.

•

Research.

•

Prevention of crime and crime reduction.

•

Equal opportunities monitoring.

Sensitive personal data e.g. physical health, is normally only held if you or someone authorised by you (for example, a doctor or social worker or someone living with you) has given us the information. Typically, we hold and process such data in connection with managing your housing arrangements to meet your needs. Examples could include having special adaptations made to your home, or where processing is permitted by data protection legislation without us obtaining your consent (examples are ethnic monitoring and for medical purposes).

What do we do with Personal Data? Tai Ceredigion is termed as a Data Controller. What we do with data depends on particular circumstances and the needs of particular tenants and those living with them. We can only use data for purposes we have set out in advance and under certain principles. The principles include the requirement that data: • Must be processed fairly and lawfully and only for specified purposes. •

Must be accurate, relevant and not excessive.

•

Must be kept no longer than necessary.

•

Must be protected against accidental loss and unauthorised use or other processing.

Who gets to see Personal Data? Generally only Tai Ceredigion staff get to see personal data. But there are circumstances where we may disclose data to others, including our contractors and agents such as our legal advisors, government departments, and to the police. We would not disclose data for purposes other than those mentioned above. When we do disclose data, we do our best to ensure it is kept secure and used properly. As with ordinary personal data, sensitive personal data is normally seen only by Tai Ceredigion staff. However, there may be circumstances where it is disclosed to others. Generally, this is done with your knowledge, for example, where we are confirming information with a doctor or social worker or giving it to another social landlord in relation to a request by you or those living with you to move home. We may also disclose sensitive personal data where processing such data is permitted by data protection legislation without obtaining your consent.

Tai Ceredigion Tenant’s Handbook 2011

Making sure that Tai Ceredigion is a good landlord

What information do we hold on you and how can you find out?

Regulation of Tai Ceredigion by the Welsh Government

Most of the information we hold is fairly obvious and in most cases we hold it because you or others living with you have given it to us. Under data protection legislation you have a right of access to personal data held on you. There are certain exceptions to this right. In particular, we may not be required to give you access to personal data if this involves giving you information about another individual.

Like all Housing Associations registered and operating in Wales Tai Ceredigion is regulated by the Welsh Government. A Senior Regulation Manager regularly monitors the way the association is managed and the quality of services it provides to you.

If you want to see the information we hold on you in our records, please contact your Area Housing Advisor who will be able to assist you. If any of the details that we hold are incorrect or misleading, you are entitled to apply to have these removed or altered or you can add a statement giving your own version of the facts. There are some reasons when we can refuse to let you see this information and if this is the case we will tell you the reason why.

Numerous service delivery outcomes have been set by the Welsh Government and Tai Ceredigion has to continually assess how we are meeting these outcomes. The Tai Ceredigion Monitoring Group are an important part of this assessment. Additionally, Tai Ceredigion has to report our key performance statistics e.g. numbers of empty properties to the Welsh Government on an annual basis. As a tenant you will also be informed of our performance as required by the 'Residents Guarantee'.

The Information Commissioner Further details on your rights in respect of protection of personal data are available from the office of the Information Commissioner's Office Wales or on its website www.ico.gov.uk.

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Leaving your Tenancy

How do I end my Tenancy? All tenancies end (and begin) on a Monday. Your TENANCY AGREEMENT requires you to give us at least 4 weeks notice, in writing and signed by you, as tenant(s), that you wish to end the tenancy.

When do I stop paying rent? At the end of the 4 weeks and when the keys are back with Tai Ceredigion. Even if you leave before then, you have to pay rent and service charge up to the final Monday. Any arrears must also be cleared.

Leaving your Tenancy

Do I have to clear and clean my home before I leave? Yes, you are expected to leave the property empty, clean, tidy, free from rubbish and in a good state of decoration. The Area Maintenance Surveyor will tell you what re-decoration and/or repairs have to be done. If you do not carry these out before you leave, you will be charged the cost of having them done. PLEASE NOTE: broken fixtures and fittings (unless the damage is due to fair wear and tear) must be replaced before you leave. You must pay the cost of any necessary repairs. Again the Area Maintenance Surveyor will advise you.

What do I do with the keys? The keys must be returned to Tai Ceredigion by MID-DAY on the final Monday. The Area Housing Advisor will confirm the arrangement with you upon receipt of your notice terminating the tenancy. If you live in a Category 2 Sheltered complex, give them to the Scheme Co-ordinator. All other tenants must return them to Lampeter Headquarters BY MID-DAY on the final Monday. When a tenant, living alone, dies, rent and service charge are payable only until the keys are returned. The 4 week period of notice does not apply in this case.

Will someone from Tai Ceredigion visit my home before I leave? Yes, your Area Maintenance Surveyor will call and inspect the property. We will arrange a suitable appointment with you. If you are behind with your rent, your Area Housing Advisor will make an arrangement with you to clear the arrears.

Anything you leave behind in the property will be disposed of as we see fit and you will have to pay the cost of clearing it. If there is a garden at your property this will have to be cleared of any rubbish and left tidy.

Who informs official bodies and providers of services that I am changing address? You do. You will have to tell bodies such as Ceredigion County Council and any service providers such as Electricity/Gas companies.

be allowed to remove them provided that you replace them, either with the fixtures that were there when you moved in or by other for which we have given our approval. If you have provided a fixture that is extra to what was there when you moved in (a gas fire, for example), you may be allowed to take it away with you – provided that you put right any damage caused by removing it. We cannot be expected to pay, and if you do not make good any damage, you will be charged for it.

My present home is no longer suitable. Can I apply for another Tai Ceredigion Tenancy? Yes, this is known as asking for a transfer. We realise that your housing needs can change over time, and are anxious to help you. Please request a Common Housing Register Application Form from Ceredigion County Council Housing Register Team Canolfan Rheidol Rhodfa Padarn Llanbadarn Fawr Aberystwyth SY23 3UE Website: www.ceredigion.gov.uk E-mail: housingregister@ceredigion.gov.uk

Anyone whose home is unsuitable because: •

They are over the age of 55 and need sheltered accommodation and the services of Scheme Co-ordinator and/or an alarm system.

•

They need to move to a job or to look after a relative. In this case, we need documentary evidence (for example, a letter from an employer).

•

They have a medical problem (such as being no longer able to climb stairs).

In this case we need documentary evidence that their health would be significantly improved if they were re-housed.

What can I do if I do not qualify, or cannot wait for a transfer? You can try to get an Exchange. What is an exchange? A swap between two (sometimes more) tenants, who need not both be Tai Ceredigion tenants. N.B. Starter Tenants cannot exchange their tenancy. Assured Tenants have the right to exchange with: • Another Tai Ceredigion tenant. • The tenant of another Housing Association. • A Local Authority tenant. In order to swap, you need our written permission and the other tenant(s) need the permission of their landlord.

Who qualifies for a transfer? What happens if I have made improvements or alterations to the property? They may well be regarded as “fixtures” and become our property (for example, if you have installed a new bathroom suite). You would be expected to leave them behind – BUT you may

Tai Ceredigion Tenant’s Handbook 2011

Only people who really need to move. (If you just want to move to another property like your own, we will give you help and advice about arranging an EXCHANGE). Anyone whose home is too large or too small for them.

How do I get permission to exchange? Fill in the Exchange Application Form available from your Area Housing Advisor and return it to us. It will enable us to decide whether or not to give permission. Your Area Housing Advisor will call on you to discuss the matter.

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Leaving your Tenancy

Permission can be refused if: • You have been given notice that we are trying to get a Possession Order on your property. • We have been given a Possession Order. • Your property is too big or too small for the tenant with whom you wish to exchange. • Your property is specially designed for the disabled and the tenant (or a member of his/her household) with whom you wish to exchange is not disabled. • Your property is let to a person with special needs, (sheltered accommodation, for example) and the person with whom you wish to exchange does not have a special need. • If you have a Starter Tenancy. Permission can be given if: • You pay off any arrears of rent. • You keep your obligations under the TENANCY AGREEMENT. • You put right any condition of the TENANCY AGREEEMENT that you broke. If two landlords are involved then BOTH must give permission. If you move before you have received permission IN WRITING, you may face legal action.

Leaving your Tenancy

If you are a PROTECTED ASSURED TENANT and wish to exchange with an ASSURED TENANT, after the exchange you will change to be an ASSURED TENANT. You should think very carefully before doing this because your rights may be affected e.g. • •

You lose your ‘Preserved’ Right to Buy your home. Your rent will be assessed differently.

If you need help or information, please get in touch with your Area Housing Advisor.

How can I move to another part of the country? Schemes (such as Homeswap) exist to help tenants exchange tenancies if they need to. As a tenant you are able to register directly with Homeswapper – www.homeswapper.co.uk Homeswapper will then automatically match you to possible social landlord tenancy exchanges.

Can I buy my home? As legislation may change you will need to contact your Area Housing Advisor for up to date advice on this matter.

BEFORE you put in an application, it is essential that you go and see the other tenant’s property and that the other tenant sees yours – no decoration allowances are payable and any wilful damage will not be repaired.

If I do exchange, what kind of Tenancy will I have? If two ASSURED TENANTS exchange, their rights are not affected.

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Further advice and information

Where could I get further information and advice on housing issues affecting me? CAVO

Citizen's Advice Bereau

Bryndulais, 67 Bridge Street Lampeter, Ceredigion Wales SA48 7AB Tel: 01570 423232 E-mail: gen@cavo.org.uk Ceredigion Association of Voluntary Organisations (CAVO) promotes and supports voluntary community action throughout Ceredigion.

12 Cambrian Place Aberystwyth SY23 1NT Tel: 01970 612817 or Napier Street, Cardigan Ceredigion SA43 1ED Tel: 0844 477 20 20 - Adviceline 01239 621974 - (Admin only no advice) Fax: 01239 612988 - Fax only Email: enquiries@cardigancab.cabnet.org.uk

Ceredigion Shop Mobility The Portacabin, Bath Street Carpark Aberystwyth, Ceredigion Wales SY23 2NN All enquiries, telephone: 01970 630060 E-mail: cereshopmobility@btconnect.com A range of mobility aids are available; from manual wheelchairs to powered scooters, all of which are maintained to the highest standards.

Childline Tel: 0800 1111 www.childline.org.uk Help for children

No restriction to age or level of illness of clients seen. Aberystwyth Monday pre booked appointments. Tuesday 9.45 am – 11.45 and 1.00 pm – 3.00 pm open door Thursday 9.45 am – 3.00 pm open door Cardigan Monday to Friday except Tuesday 10.00am -12.00noon drop in and 1.00pm - 3.00pm pre booked appointments Lampeter Monday 9.15 am – 11.45 am Tregaron Tuesday 9.00 am – 11.30 pm Penparcau Tuesday 1.00 pm – 3.00 pm Ponterwydd 1st and 3rd Monday of every month 4.00 pm – 6.00 pm Devil’s Bridge 2nd and 4th Monday of every month 4.00 pm – 6.00 pm Cyswllt Office, Aberystwyth Wednesday 12 noon – 2.00 pm Substance misuse only

Tai Ceredigion Tenant’s Handbook 2011

Further advice and information

Common Housing Register Team

Dyfed Powys Police

Ceredigion County Council Canolfan Rheidol, Rhodfa Padarn Llanbadarn Fawr, Aberystwyth Ceredigion SY23 3UE Tel: 01545 572105 E-mail: housingregister@ceredigion.org.uk Requests for Housing with Social Landlords operating within Ceredigion.

Police Headquarters PO Box 99, Llangunnor Carmarthen SA31 2PF In an emergency: 999 Non-emergency: 101 Outside Dyfed-Powys: 01267 222020

Community Housing Cymru Fulmar House, Beignon Close Ocean Park, Cardiff CF24 5HF Tel: 0300 3031073/1074 E-mail: enquiries@chcymru.org.uk The Representative body of registered housing associations in Wales.

Housing Benefit Section Ceredigion County Council Canolfan Rheidol, Rhodfa Padarn Llanbadarn Fawr, Aberystwyth Ceredigion SY23 3UE Tel: 01970 633252 Administrate and advise on Housing Benefit and Council Tax

Housing Directorate Community Learning Disability Team Ceredigion County Council Ganolfan Rheidol, Aberystwyth Ceredigion Tel: 01545 574000 E-mail: contact-socservs@ceredigion.gov.uk Provides a range of services to people who have a learning disability in Ceredigion.

Welsh Government Merthyr Tydfil Office Rhyd-y-Car CF48 1UZ Responsible for funding and supervising the work of registered housing associations.

Job Centre Plus Tel: 0845 6000 345

Community Mental Health Team

NSPCC

Ceredigion County Council Ganolfan Rheidol, Aberystwyth Ceredigion Tel: 01545 574 000 E-mail: contact-socservs@ceredigion.gov.uk To assist and enable adults who are experiencing Mental Health illness to live independently as possible within the community, in safety and security according to personal preference.

Tel: 0808 800 5000 www.nspcc.org.uk If you are an adult worried about a child

Recycling information helpline Tel: 0845 3313131 www.recyclenow.com

Crimestoppers Tel: 0800 555111 www.crimestoppers-uk.org

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Further advice and information

Shelter (Cymru)

Victim Support

25 Walter Road Swansea SA1 5NN Tel: 01792 469400 Also PO Box 52 Carmarthen SA31 1YW Tel: 01267 229206 Provides a comprehensive advice service, particularly on tenants’ rights and access to legal advice.

Tel: 0845 30 30900 www.victimsupport.org.uk

Supporting People Ceredigion County Council Min Aeron, Rhiw Goch Aberaeron SA46 0DY Tel: 01545 574082. E-mail: supportingpeople@ceredigion.gov.uk Supporting People is a funding programme from the Welsh Government that pays for housing related support. The main aim is to help people live successfully and independently in settled accommodation within the community. Support should enable and empower people to cope as independently as possible. Assistance may include help to improve daily living skills, social interactions and community involvement, but focus on housing related issues.

Tai Ceredigion Monitoring Group C/O Unit 4, Pont Steffan Business Park Station Terrace, Lampeter SA48 7HH E-mail: secretarytcmg@hotmail.co.uk chairtcmg@hotmail.co.uk

Tenants’ Participation Advisory Service (Wales) 2nd Floor, Transport House 1 Cathedral Road, Cardiff CF2 6UB Tel No: 029 20 237303 Provides help, advice, information and training to tenants on tenant participation and involvement.

Further advice and information

Voice UK Tel: 0845 1228695 www.voiceuk.org.uk Support for people with learning difficulties

Welsh Tenants’ Federation Milbourne Chambers, 56 Glebeland Street Merthyr Tydfil, Mid Glamorgan CF47 8AT Tel: 01685 723922 Represents the views of groups of tenants throughout Wales.

Energy Saving Trust Tel: 0800 512 012 www.energysavingtrust.org.uk

Freecycle www.freecycle.org Online community where you can find or get rid of things that are too good to just throw away

Ceredigion County Council Highways, Property & Works Ceredigion County Council Canolfan Rheidol, Rhodfa Padarn Llanbadarn Fawr, Aberystwyth Ceredigion SY23 3UE E-mail: hpw@ceredigion.gov.uk Contact Centre: 01545 572572 Out of hours: 01970 625277 North 01239 851604 South Social Services Ceredigion County Council Minaeron, Rhiwgoch, Aberaeron Ceredigion SA46 0DY Contact Centre: 01545 574000 Out of hours: 0845 601 5392

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Your Contacts

Services

Contact

Area Housing Advisor Area Maintenance Surveyor Cleaner Dentist Department of Works & Pensions District Nurse Doctor Garage Health Visitor Hospital Housing Benefit Department Midwife Optician School(s) Sheltered Scheme Co-ordinator Social Services Support Worker Undertaker

Tai Ceredigion Tenantâ&#x20AC;&#x2122;s Handbook 2011