Welcome to your new home This pack contains important information about your home and tenancy. Please take the time to read through it carefully. It should only take a few minutes but will ensure that your bills are up to date and that you have everything in place to enjoy your new home. If you have any questions or are struggling to pay your rent or bills please contact our Welfare Advisors on 01296 732600.
Ways to get in touch Customer Contact Centre: 01296 732600 If we are busy, we operate a call-back service. Simply leave a message with your address and contact details and we will call you back. You even retain your place in the queue. Text: 07786 203 126 Email: contact@fairhive.co.uk Repairs hotline: 0800 542 8904 The Repairs Hotline is available 24 hours a day – this line will only deal with repairs.
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
The sections covered in this guide will help you to tick off any actions required to make sure you’re set-up with your new Fairhive tenancy.
3
Paying your Rent - read how to setup a direct debit or choose other payment options
Page 3
Council Tax - important information about registering for Council Tax with your local authority
Housing Benefit / Universal Credit - how to make a claim and how to get in touch with your Fairhive Universal Credit Officer
Page 6
Complete your application to pay housing or garage rent by Direct Debit
Page 7
Learn about the Direct Debit Guarantee
Page 8
Utilities - don’t forget to register your details with suppliers for water, gas and electric as soon as you move in
Page 5
Page 9-10
TV License - make sure you have registered with TV Licensing
Page 11
Welfare Advice from our dedicated team - find out what support and services we offer
Page 12
How to get in touch and report a repair
Page 13
Starter tenancies - What is a starter tenancy and what happens next
Page 14
What is a lettable standard?
Page 15
Moving out standard - useful information about moving house
Page 16-17
Budget Sheet - use this handy template to keep a track of your income and outgoings
Page 18-19
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
3
£
Rent
Paying your rent should be one of your main priorities when it comes to dealing with bills and other debts. Non-payment can lead to you being evicted from your home. This is always a last resort for us and we will work with you as much as possible to prevent this from happening, however we can only offer help if we have your full co-operation.
Ways to pay your rent
Direct Debit Direct Debits are quick to set up and easy to manage. Please complete the Direct Debit Form in this pack and return it to us. You can also do this via My HomeHub.
Switch and Stick
Standing Order You can instruct your bank to pay a set amount of money automatically weekly or monthly. Please see our bank details on the following page. Allpay Cards You can pay your rent at any post office or PayPoint outlet. You can use cash or cheques at the post office and cash only at PayPoints. Don’t forget to keep your receipts safe. To request a new card, contact our customer service team on 01296 732600. Online Pay your rent online via Allpay. You will need your Allpay card number to login.
It pays to switch to Direct Debit or Standing Order. Pay your rent using one of these payment options for three consecutive months without falling into arrears and you could win shopping vouchers worth £250 in our quarterly prize draw.
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
4
Rent
£
By Post Please send your cheque to Fairhive, Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ Remember to write your name, address and tenancy reference number on the back of the cheque. Internet Banking You can pay your rent directly from your bank account. You will have to give your unique tenancy reference number as a reference to prevent any delays with the payment reaching your account. Our bank details are below: Fairhive Reference (your tenancy reference number) Sort Code: 20-00-00 Account number: 50410667 By Telephone Call our payment line on 01296 732804, you will need your payment card details and your tenancy reference number. My HomeHub Register an account on our website or by downloading the My HomeHub app. However you choose to pay, you must provide your name, address and tenancy reference number. If you have any problems paying your rent, contact your Rent Advisor as soon as possible on 01296 732600 or email rents@fairhive.co.uk.
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
5
Council Tax
You will need to register for Council Tax with your local authority.
Depending on your address, you can apply with your Local Authority online at:
• Are you living alone at the property?
Buckinghamshire Council
• Are you the only person over the age of 18 living at the property?
0300 131 6000
www.buckinghamshire.gov.uk/council-tax
Central Bedforshire
If yes, you can claim single person discount which is a 25% reduction off your bill.
www.centralbedfordshire.gov.uk/info/80/council_tax
If you are claiming Welfare benefits, you may also be entitled to a Council Tax Reduction.
0300 126 3000
Let’s talk Rubbish
Don’t forget to order your bins through your local council if your property does not have them when you move in. Councils will normally charge for these. Please contact our Welfare Advisors on 01296 732600 if you are struggling to cover these costs as you may be eligible for financial assistance.
0300 300 8306
Northamptonshire
www.northnorthants.gov.uk/counciltax
South Oxfordshire
www.southoxon.gov.uk/south-oxfordshire-districtcouncil/council-tax
01235 422 422
Milton Keynes
www.milton-keynes.gov.uk/council-tax
01908 691691 Hertfordshire
www.dacorum.gov.uk/home/council-tax
01442 228000 Slough
www.slough.gov.uk/council-tax/pay-council-tax
01753 475111
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
6
£
Housing Benefit and Universal Credit
Do you need to claim for help with your housing costs?
You can apply for housing benefit online by claiming through your local authority:
Slough
www.slough.gov.uk/housing-benefit/applyhousing-benefit
01753 475111
Central Bedfordshire
Buckinghamshire Council
www.buckinghamshire.gov.uk/housing-andbenefits/benefits/help-to-pay-your-rent
0300 131 6000
Northamptonshire
www.northnorthants.gov.uk/benefits/apply-counciltax-support-or-housing-benefit
0300 126 7000
www.centralbedfordshire.gov.uk/info/53/ benefits/5/housing_benefit
0300 300 8306
Please remember that the housing element of your Universal Credit is paid directly to yourself, therefore you are responsible for using this money to pay your rent.
South Oxfordshire
www.southoxon.gov.uk/south-oxfordshire-districtcouncil/benefits/housing-benefit/apply-forhousing-benefit
01235 422422
Milton Keynes
www.milton-keynes.gov.uk/benefits/informationabout-claiming-housing-benefit
01908 691691 Hertfordshire
www.dacorum.gov.uk/home/benefits/housingcouncil-tax-benefits/apply-for-housing-benefit
If you are claiming Universal Credit, please contact our Universal Credit Officer on 07543 500458 who can advise on how to claim the Housing Element or contact your local Job Centre Plus office.
01442 228000
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
Application to pay housing or garage rent by Direct Debit Name(s): Address of property/garage that this mandate is for:
Please arrange for rent due on the above tenancy to be paid by Direct Debit in accordance with the Instructions on the form below. I/We would like monthly payments to be taken on (✓) Preferred day of month Please tick if you are in receipt of Housing Benefit
We offer monthly direct debit payments on the 1st, 5th, 10th, 15th, 20th and 25th. When the chosen date falls on a weekend or public holiday we’ll take payment the next working day. We also offer weekly direct debits to those who aren’t on housing benefit and will be collected on Mondays.
Daytime Phone Number: (in case of any queries) PLEASE CONTINUE TO PAY YOUR RENT BY YOUR USUAL METHOD UNTIL YOU HEAR FROM US.
Please fill in the form and return to Fairhive Homes Ltd, Finance Section: Fairfax House, 69 Buckingham Street, Aylesbury, HP20 2NJ (reply paid envelope enclosed).
Name and full postal address of your Bank or Building Society: To the Manager: Bank/Building Society: Address:
Postcode: Name(s) of Account Holder(s)
Branch Sort Code
Originator’s Identification Number
4
2
5
5
2
0
Reference: (Rent)
Instruction to your Bank or Building Society to Pay by Direct Debit Please pay Fairhive Homes Ltd Direct Debits from the account detailed in this instruction subject to safeguards assured by the Direct Debit Guarantee.
I understand that the instruction may remain with Fairhive Homes Ltd and, if so, details will be passed electronically to my Bank/Building Society. Signature (s):
Bank/Building Society account Number Date:
8
£
The Direct Debit Guarantee
• This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
building society you are entitled to a full and immediate refund of the amount paid.
• If there are any changes to the amount, date or frequency of your Direct Debit, Fairhive will notify you 5 working days in advance of your account being debited or as otherwise agreed. If you ask us to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
• If you receive a refund from Fairhive Homes Ltd you are not entitled to, you must pay it back when asked to.
• If an error is made in the payment of your Direct Debit either by us or your bank or
• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also contact us on 01296 732600 to confirm that your Direct Debit has been cancelled.
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
9
Utilities – your water, gas and electric
Don’t forget to register your details with the supplier of your water, gas and electricity. You are responsible for paying your utility bills (they are NOT included in your rent), so to avoid receiving large bills you should provide this information on the day your tenancy starts. This date can be found on your tenancy agreement.
What you need to do:
• Take meter readings on the day that you move in. • Register with a utility company to pay your gas and electricity. • Choose your own supplier and shop around for the best deal or switch to another utility company if you would prefer. • Consider a monthly payment plan for budgeting.
Save money:
• If you choose a combined bill, this may provide a saving. • If you choose paperless billing, this may provide a saving. • If you choose to pay by direct debit, this may provide a saving. • If you choose to pay as you go you must request a payment key from your supplier which can be used at any PayPoint. • Consider a smart meter which tracks the amount of energy that you use on a daily basis. You should request one from your chosen supplier.
Check websites for price comparisons: www.uswitch.com www.ukpower.co.uk www.comparethemarket.com/energy
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
10
Utilities – your water, gas and electric Gas and Electricity Suppliers
Your property will be services by British Gas. To get in touch with them, use the following customer service contact details: T: 0333 202 9804 - lines are open between 9am and 5pm Monday to Friday.
Remember
www.britishgas.co.uk/help-and-support/ contact-us
Water
Depending on your new address, you need to register your account with Thames Water or Anglian Water. This can be done online by visiting: www.thameswater.co.uk
To run all your taps for five minutes after moving in or after long periods of absence from your home to remove any stagnant water from the system. Find out more information about legionella safety on our website.
T: 0800 980 8800 or
www.anglianwater.co.uk
T: 0345 791 9155
If you are a single occupant, check that you have a water meter installed as this may save you money. If a water meter cannot be installed, check with your service provider for eligibility for low rate tariff schemes. To help you budget you can pay by direct debit, or monthly instalments or request a payment card.
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
11
TV Licence
It is a criminal offence to use a TV, PC, tablet or smartphone to watch live or catch-up TV without a licence.
You can pay by monthly instalments by direct debit, or request a payment card for weekly/ fortnightly payments by contacting TV licensing on 0300 555 0286. If this is your first TV licence, you can pay weekly, monthly or annually.
You can register for a licence at
www.tvlicensing.co.uk
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
12
Welfare Advice
We have a dedicated Welfare Advice Team that can help you if you are struggling with wellbeing or financial concerns or have problems with sustaining your tenancy. Find out more information about how our team can help on our website www.fairhive.co.uk/welfare-help-advice
What can our Welfare Advice service offer you? • Affordability checks • Financial budgeting
The Community Hub
Come and join us for a coffee at the Community Hub, where we offer a one stop drop-in for residents. We are here to make a difference, to support you and shape our community. Our team and the amazing agencies that join us can offer advice ranging from funding, debt management, housing, welfare benefits, employment opportunities, training, CV writing and family matters. Come along and say hello:
• Welfare Benefit advice • Debt options
• Direct you to local support and helpful resources to suit your specific situation.
The Aylesbury Vineyard, Gatehouse Close, Aylesbury, HP19 8DN.
Call us today on 01296 732600 for further information or to make an appointment for assistance.
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
We open every Tuesday morning from 9.45am until 12pm
13
Reporting repairs and any enquiries
Please contact the Contact Centre by emailing contact@fairhive.co.uk or calling us on 01296 732600. To report an emergency repair you can call our 24 hour repairs line on 0800 542 8904. You can also report a repair on the My HomeHub app. Register today www.fairhive.co.uk
If during your tenancy with us you would like to raise a complaint or leave a compliment you can do this in My HomeHub or on our website
If you have a leak at the property turn off the water supply immediately. The stopcock can be usually found either under the sink or in the airing cupboard.
www.fairhive.co.uk/making-a-complaint We welcome resident feedback and we share the outcomes of our complaints and compliments in our regular issues of Residents News and our annual Tenant Standards Report which can be viewed on our website as well.
If you smell gas and suspect a leak, call the National Gas Service Emergency Line on 0800 111 999.
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
14
Starter tenancies
What is a starter tenancy?
Who gets a starter tenancy?
If you breach the terms of your tenancy during the first year, the starter tenancy may be extended or terminated. If your tenancy is terminated we will serve you a legal notice to give you 2 months notice to leave the property.
Monitoring the tenancy
We give all new tenants an assured shorthold tenancy, known as a ‘starter tenancy’. Starter tenancies last a year, during which time you must show that you can keep to your tenancy conditions.
Why do we have starter tenancies?
We use starter tenancies to help us deal effectively with antisocial behaviour and tenants who repeatedly break other conditions of their tenancy agreement. Starter tenancies are an opportunity for you, your family and your visitors to show that you understand what it means to be a responsible tenant.
Any new applicants seeking general needs accommodation with Fairhive, who do not hold a full assured or secure tenancy will be issued a starter tenancy. Therefore, if you are living with family or friends, lodging, are homeless, privately renting or you have not held a tenancy elsewhere you will be granted a starter tenancy.
As a new starter tenant you will have at least two home visits in the first year of your tenancy. If you have particular need for support you may see your Neighbourhood Manager more frequently. If there are problems with your tenancy we will make it clear what you need to do to put things right, and will help you to access any additional support you need. However, if things do not improve, we will take action which could lead to you losing your home. You can find contact details and see who your Neighbourhood Manager is on our website: www.fairhive.co.uk/who-is-my-neighbourhoodmanager
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
15
What is a lettable standard?
This is the minimum standard of repair you can expect to find when you move into your new home. It is also the minimum standard that we expect the property to be in when your tenancy with us ends. It is important that you follow this guidance as you may be re-charged for the costs of repairing any damage or maintenance work that is your responsibility.
What we don’t do
There are some things you might inherit from the previous resident and also some things you will need to take care of because we cannot do it for you. We don’t:
• Connect your washing machine. • Connect your cooker – this must be done by a competent person. • Register you with utility suppliers – you must arrange gas, electricity and water. • Decorate your property – it is your responsibility to keep your property in good decorative order.
• Remove floor coverings left by the previous resident if they are in a reasonable condition e.g carpet, laminated or wooden flooring. It will be your responsibility to maintain these in future. • Remove or demolish garden buildings if in reasonable condition. You will be responsible for maintaining them. • Remove outside concrete bases if in reasonable condition.
What we expect from you
It is your responsibility to report any necessary repairs to us promptly – as well as to keep the property clean and in good decorative order. You are also responsible for maintaining your garden area as well as hedges and trees. Please note that it may be necessary to carry out some repairs after you have moved in. These will normally be garden clearances, replacements where materials are on order, and external repairs. We will agree with you what these repairs are and when they are to be carried out.
Furnished tenancies
If you have a furnished tenancy the standard offered may be different. This will be explained to you by your Allocations and Lettings Advisor.
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
16
What is a moving out standard?
This is the standard that we expect you to leave your property in. This would be either before you move to another of our properties, or leave Fairhive altogether.
Before you leave
You must allow access before you leave your home for your property to be inspected. You will be notified of any repairs or improvements you must make.
After you leave
Once you have left your property it will be inspected again to ensure that any repairs that you were requested to undertake have been carried out.
We want to provide homes that are safe, secure and clean. Our moving out standard has been agreed by customers and staff. It is a list of all the things we need you to do to help us get the property ready for the next tenant as quickly as possible. If you move out of your home and have not met the moving out standard, any works we have to do to rectify the property will be charged to you. You must book a termination inspection once you have decided to move out. If you are unsure about what needs to be done to your property in order to avoid a recharge, your Allocations and Lettings Advisor will be able to advise you during your termination inspection.
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
17
If your property does not meet the standards outlined and there is evidence of damage, neglect, or misuse, we will charge you the costs of getting the property up to the required standard. Cleaning
Utilities & Services ✓ Ensure gas cards and key/fobs
✓ Remove all belongings
(communal) are left in property
✓ Wash down kitchen cupboards
✓ Leave meters debt free ✓ Notify utility providers when
and worktops
✓ Clean toilet, bathroom fittings
your tenancy is ending and provide a meter reading
and tiles
✓ Re-direct your post and Council Tax ✓ Notify Housing Benefit of
✓ Wipe clean fixtures and fittings,
window sills and ledges, radiators and pipes, doorframes and handles, picture rails, skirting boards and fire surrounds
your move
✓ Contact phone company Door & windows ✓ Ensure property is left secure with
✓ Clean inside windows
✓ Return front door keys and/or
✓ Clear loft areas
all doors and windows shut
✓ Sweep and clean floors
communal keys to Fairhive and leave all other keys in kitchen drawer ( back door, window/ patio)
Decoration ✓ Repair any damage, for example
✓ Empty and clean garage
?
Miscellaneous
✓ Please note you will not be able
holes or cracks in walls
to gain access once your keys have been returned
✓ Ensure property is in good
✓ Furnished tenancies - leave all
decorative order (neutral colour and no torn/soiled wallpaper)
Floors ✓ Remove floor coverings, except
vinyl, unless you have been given permission to leave it
Bins
furnishings
Alterations
✓ Non standard electrical fittings
must be returned to original, for example any light fittings or switches you have had installed (if you are unsure, please speak to us first)
✓ Leave your recycling bins at the
✓ Non standard or glass doors
Garden – outside/space
✓ Any fixture and fittings you
property, as they belong to the council
✓ Ensure any grass is cut and outside areas are left clean and tidy
must be returned to full wooden doors (missing doors replaced, including handles) have removed or damaged must be replaced
✓ Any alterations made without
our written approval must be returned to their original state
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
18
Budget Sheet
£
This budget sheet can be used to help you maintain your rent and household bills. Once completed, you will be able to see what money you have left over to pay any debts or put towards savings.
Outgoings (weekly/monthly)
Name:
Rent
£
Ground rent/ service charges
£
Council Tax
£
Gas / oil
£
Electricity
£
Water
£
TV licence/ rental
£
Income (weekly/monthly)
Life insurance/ endowment
£
Wages/Salary
£
Contents insurance
£
Wages/Salary (partner)
£
Food / housekeeping
£
Benefits
£
Travel
£
Money from other people
£
Telephone – landline & mobile
£
Other
£
Internet
£
Total income
£
Clothing/ emergencies
£
Prescriptions/ health costs
£
Other
£
Total outgoings
£
Address:
Number of people in household:
A My total income is:
£
B My total outgoings are:
£
A-B=C C
My available income is:
£
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
19
Budget Sheet
£
Priority debts Type of debt
Money owed
Payments negotiated to pay off debts (weekly/ monthly)
Rent arrears
£
£
Council tax arrears
£
£
Gas arrears
£
£
Electricity arrears
£
£
Water arrears
£
£
Fines
£
£
Maintenance arrears
£
£
Other
£
£
Other
£
£
Total priority debts
£
£
Total payments to priority creditors is £………… per month/week. When I have made payments to my priority creditors, I have £………… for my non-priority creditors. The table below can be used to calculate how much money you now have to offer to your non-priority creditors
Non-priority debts Debt (complete name of creditor)
Total amount of Money owed
Offer (weekly/monthly)
Debt:
£
£
Debt:
£
£
Debt:
£
£
Debt:
£
£
Total income
£
£
For more advice on welfare benefits, debts and budgeting please contact our Welfare Advice Team on 01296 732600 who can help you to keep your monies on track. Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive
20
Fairhive Homes Ltd Fairfax House, 69 Buckingham St, Aylesbury HP20 2NJ | Tel 01296 732600
fairhive.co.uk
@hellofairhive
Facebook.com/hellofairhive
@hellofairhive