Welcome to your new home by Your Housing Group

WELCOME TO YOUR NEW HOME

WELCOME TO YOUR NEW HOME WITH YOUR HOUSING GROUP This welcome pack provides you with lots of information that we think you’ll need to know as one of our customers. The pack does not replace or add to the conditions of your tenancy agreement. If the welcome pack doesn’t answer any of your questions, please contact us via... The YHG website:

www.yourhousinggroup.co.uk

Email to:

response@yourhousinggroup.co.uk By telephone to Your Response - 24 hours a day on:

0345 345 0272

A member of staff at your local neighbourhood office If you would like the help of an interpreter to understand this document, or talk to us, please contact us at any of the above.

Keep up to date with our latest news and events by following us on social media... Facebook.com/yourhousing Twitter.com/Your_Housing Linkedin.com/company/your-housing-group Instagram/yourhousinggroup

CONTENTS

Your tenancy

4-7

Paying your rent

8-9

Contacting Your Response

10 - 11

Repairs

12 - 13

Compliments and complaints

14 - 15

Aids and adaptions

Community safety

17 - 18

Gas safety

19 - 20

Fire safety Payment card

21 - 23

To get a payment card, simply call

24 - 25

How to pay your rent and other charges

Asbestos safety Your Response on LoCall 0345 345 0272. With your card you can pay:

At shopsprotection and Post Offices Data

With the PayPoint sign. For a list of places near you, see www.allpay.net or call Your Response.

By direct debit Pay direct from your bank account. Choose the day/date to pay, how often and the amount you want to pay. If you want to set up a direct debit, call Your Response.

26 - 28

Over the phone With a debit or credit card, pay by phone, call Your Response or call the 24-hour automated service from allpay.net on 0844 557 8321. Calls are charged at national rate and take about two minutes.

Over the internet With a debit or credit card pay over the internet at www.allpay.net or www.yourhousinggroup.co.uk Please note that your credit card company may charge you an extra fee.

Cheque and Postal Orders If you need to post your payment, please use the special delivery service and never send cash. Cheques and postal orders should be made payable to your landlord and you should write your name, address and reference number on the back. Please send the payment to Your Response, PO Box 593, Preston PR2 2WU.

Allpay app You can pay your rent securely by downloading the allpay app free of charge directly from the Apple App Store or Google Play. Once you have logged into your account via the App, you can store all your payment reference numbers, bank card detail and payment amounts so you don’t have to enter them every time. Plus you can create a 4 digit pin number to access the App so you don’t need to login every time to use it.

PLEASE NOTE: we do not accept cash payments in any of our offices.

Need Help:

This information This information is also is available other formats alsoinavailable in other such as Braille, large print or formats such as braille, audio (CD or tape). large print or audio.

0345 345345 0272 0345 0272 Your Housing Group is a charitable Industrial and Provident Society No 30666R, registered with the HCA No L4203. Your Response is a trading name of Your Housing Group Limited.

YOUR GUIDE TO

YOUR TENANCY Welcome to your tenancy with Your Housing Group. The information in this booklet gives advice only and is not part of your tenancy agreement.

Tenancy Agreement

Paying your rent and utilities

Your tenancy agreement is the legal contract between you and your landlord. It confirms your rights and responsibilities as a customer, as well as our rights and obligations as your landlord. Amongst other things, the agreement covers;

You are responsible for paying your rent weekly or monthly in advance. If you are claiming Housing Benefit, you need to let the relevant agency know and provide the information they require. If you are paying your own rent the safest, easiest and cheapest way to pay is by Direct Debit but other options are available. Visit page 8 for more information.

• Rent and service charges • Repairs and maintenance

If you are assessed as having more bedrooms than the Government says you need in your property, the amount of Housing Benefit you receive will be reduced. This is dependant on the number of spare bedrooms you have:

• Nuisance, anti-social behaviour and breaches of tenancy • How to end or request changes to your tenancy agreement Please keep the signed copy of your tenancy agreement in a safe place. If there is anything in the agreement you don’t understand or would like more information on, please contact Your Response. You can also seek independent advice from a law centre or Citizens Advice Bureau.

• 14% reduction for additional bedroom • 25% reduction for two or more additional bedrooms Payment of electricity, gas, water and Council Tax are not normally part of your rent, so you should take meter readings and agree payments with the relevant providers direct.

Starter Tenancies We have a number of different types of tenancy. The main tenancy type used for new tenants is an Assured Shorthold Starter Tenancy. This means your tenancy is initially for a year, but as long as there are no significant breaches of tenancy, we then convert this to a full ‘lifetime’ assured tenancy.

YOUR GUIDE TO YOUR TENANCY Access

Changes to your tenancy

As part of your tenancy agreement you must give us access to carry out repairs or inspect the property. An example of this is the annual Gas Service, which is a legal requirement.

Throughout the term of your tenancy there may be occasions where you wish to change the tenancy. Some examples are shown below. The starting point to any request for a change in tenancy is to contact your Housing Officer who will explain whether the change is possible and what you need to do.

Being a considerate neighbour As part of your tenancy agreement you are obliged not to cause nuisance to those living around you, so we ask that all our customers are aware of the level of noise they are making (TVs, stereos, dogs barking etc). If we receive reports of nuisance relating to your tenancy we will contact you to discuss it. If you are bothered by noise nuisance please contact your Housing Officer.

Joint to Sole / Sole to Joint This covers situations where there are two people on a tenancy and one wishes to leave the property and remove their name, but leave the other person in the property as a sole tenant. An example would be a couple who have both signed the tenancy agreement but are separating and one wants to remain in the house and the other wishes to leave. The reverse can apply where a single tenant wishes another person to be added to their agreement. These are called assignments. We consider these requests for assignment on a case by case basis. In all cases, please contact Your Response.

Gardens Customers are usually responsible for looking after their own gardens. In some areas tool hire and help for vulnerable customers may be available. Please make sure your garden is maintained and kept free of rubbish and discarded items.

Communal areas You may receive services such as cleaning of shared halls, stairs, landings and grass cutting - if you do, this will be explained to you when you sign up for your home and shown on your tenancy agreement. Internal communal areas, such as corridors, must be kept clear of personal belongings for health and safety reasons.

YOUR GUIDE TO YOUR TENANCY Mutual exchanges

Taking in a lodger

Mutual exchanges are sometimes known as “swaps”. Qualifying customers have the right to exchange their home with another Your Housing Group customer or the resident of another social landlord, such as a housing association or local council. There is a formal legal process that must be completed in this scenario. Most exchanges are now identified through HomeSwapper - find out more from your local community office or Your Response on 0345 345 0272.

A lodger is a person who is not a relative but lives with you and pays you something towards their keep. Before you take in a lodger you must get our permission. We will not refuse your request unless we have a good reason, for example if it would cause overcrowding. It is important to remember that taking in a lodger may also affect any benefits you are claiming.

Notifying relevant agencies You must tell your local council’s Housing Benefit team and Council Tax office about any changes to your household or income if you receive benefits or help in paying your rent. This includes details of lodgers.

If a resident dies Usually, on the death of a customer the tenancy will automatically pass to the husband, wife, partner or joint tenant. This is called succession. In most tenancies the law allows only one right of succession per tenancy agreement. Other family members can qualify to succeed provided the property is their main home and has been for a minimum of 12 months. The Housing Officer will usually want to see evidence that a family member, other than the husband or wife, has lived there for

Running a business from your home We believe that our customers should be able to run businesses from home but you must apply for consent. We will withhold permissions where we believe the business will cause a nuisance to neighbours or the wider community. You must also: • Not display any business or trade sign on the property

that length of time before agreeing to a succession.

• Comply with any planning, building or environmental health regulations

YOUR GUIDE TO YOUR TENANCY Ending your tenancy

When you move out, you must:

Your tenancy will only end if you decide to give it up or if you seriously breach your tenancy agreement, in which case we can take legal action to regain possession (eviction). Reasons for eviction largely include rent arrears and anti-social behaviour.

• Pay your rent until the end of your tenancy • Leave your property clean and tidy and remove all carpets, furniture and rubbish. If you don’t, we will send you a bill for removing these items • Pay for any rechargeable repairs

To evict you, we need to obtain a possession order from the court.

• Arrange for a competent contractor to disconnect your appliances

If you are ending your tenancy voluntarily you must:

• Take meter readings and leave details of your gas and electricity supplier for the new tenant

• Give us at least four weeks’ notice in writing and allow us to inspect your home

• Let us know your security alarm code • Hand in your keys no later than noon on the Monday on which your tenancy ends; if you don’t, we will charge you an extra week’s rent

• Give us your new address • Tell all service providers such as phone, gas, electricity, water • Tell the Housing Benefit department, Council Tax and other benefit departments

Abandoned homes If you move out of your home without telling us, we may end your tenancy. We do this because you will no longer be using the property as your main home. We’ll write to tell you what we intend to do and the options available to you. If we don’t receive a reply, we can end your tenancy. If we need to, we can enter the property. For this reason, if you are going to be away from your home for more than four weeks, please let us know. Contact Your Response on 0345 345 0272

• Allow us to bring prospective new residents to view your home

YOUR GUIDE TO CONTACTING 7

YOUR GUIDE TO

PAYING YOUR RENT It’s your responsibility to pay your rent in advance, as detailed in your tenancy agreement. You can pay your rent weekly, fortnightly or monthly, whichever is the most suitable for you, as long as your account does not fall into arrears between payments. We want to make it as easy as possible for you to pay your rent, so you have several options - just choose the best one for you:

Direct Debit

Pay over the phone

The safest, easiest and cheapest way to pay your rent is by Direct Debit. We believe that it’s the little things in life that make the difference and by paying by Direct Debit you could have more time, money and control over your cash flow.

You can pay over the phone using a debit or credit card. You can either, call Your Response on 0345 345 0272 or use the 24-hour automated service on 0844 557 8321 (calls are charged at national rate and will last about two minutes) Please note: Your credit card company may charge an extra fee, so please check with them before making a payment.

Direct Debit is completely flexible and you can even choose the frequency and amount you wish to pay. Call us on 0345 345 0272 to discuss your payment options. Alternatively, you can choose one of the following options to pay your rent:

Pay by the Allpay App Pay your rent securely on your mobile or tablet device by using Allpay’s free mobile Payment App. Simply download from the Apple App Store or Windows Phone store or Google play. Once you have logged into your account via the app, you can store all your payment reference numbers, bank card details and payment amounts. You can also create a 4 digit pin number to access the app so you don’t have to login every time.

Pay online We work with payment provider ‘Allpay’ to provide you with a simple, easy and secure way to pay your rent online. You can pay with a debit or credit card at www.allpayments.net You will need an Allpay payment card to do this, call 0345 345 0272 to order one if needed. Please note - your credit card company may charge you an extra fee.

Pay at shops and Post Office You can pay in all Post Offices and shops with the PayPoint sign. You can find your nearest place to pay at www.allpay.net/outlets You will need an Allpay payment card to do this, call 0345 345 0272 to order one. 8

YOUR GUIDE TO PAYING YOUR RENT Pay by cheque or postal order

Do you need more help?

Cheques or postal orders should be made payable to your Landlord and you should write your name, address and reference number on the back. These should be sent by special delivery to:

If you are having problems paying your rent, or struggling with bills then we can help - the most important thing to do is talk to us on 0345 345 0272

Your Response PO Box 593 Preston PR2 2WU Please note - We do not accept cash payments through the post or in any of our offices.

You will be able to get the right advice and to help you maximise your income from a specialist member of our income team or one of our specialist Money Advice Officers. You risk losing your tenancy if your rent isn’t paid on time. Visit: www.yourhousinggroup.co.uk

Housing Benefit It is your responsibility to ensure Housing Benefit have got all the correct information to process your claim and to make sure we receive the correct payments. Please contact your local Housing Benefit department or call Your Response for further information.

Email: response@yourhousinggroup.co.uk By calling Your Response on: 0345 345 0272 Write to us: Your Response PO Box 593

Universal Credit

Preston

If you are in receipt of Universal Credit, or will have to claim as you have had a change

PR2 2WU

in your circumstances, it is essential that you contact us to discuss your rent. Any benefit towards your rent will be paid direct to yourself, and you will receive one lump sum monthly payment which you will need to manage. We can help you with this change. Call us straight away on 0345 345 0272

Visit or call your local neighbourhood office

YOUR GUIDE TO CONTACTING

YOUR RESPONSE

Your Response is our ‘one-stop-shop’ for all your needs - we offer a quick response whether you need to ask a question about your rent or report a fault.

Your Response offers help and advice on: Reporting repairs

Enquiries about moving home

Reporting any neighbourhood matters, such as graffiti or litter

Reporting information about your home

Help with nuisance, harassment or anti-social behaviour

Ways to pay your rent

Arranging a home visit

Making a complaint or paying us a compliment

Enquiries about your tenancy

Enquiries about buying your home

How to contact Your Response Please contact us via... The YHG website:

www.yourhousinggroup.co.uk/contactus Email to:

response@yourhousinggroup.co.uk By telephone to Your Response - 24 hours a day on:

0345 345 0272

Locall calls are charged at a local rate and may be recorded for training purposes

Write to us at:

Your Response PO Box 593 Preston PR2 2WU

Please see next page for Your Reponse opening times. 10

Your Response opening times

Monday to Friday*

8.00am - 10.00pm

Saturday and Sunday

9.00am - 5.00pm

Bank Holidays

10.00am - 2.00pm

Excluding Easter Sunday and Xmas Day

*We are closed 12.00 - 4.00pm on the last Thursday of the month

Outside these hours, emergency repairs and ASB can be reported on 0345 345 0272

YOUR GUIDE TO

REPAIRS

We give all repairs a priority according to the type of repair. We have four repair categories. Table 1 provides an overview of how YHG prioritises responsive repairs. In addition, YHG will try and provide flexibility for customers in terms of: • Customer’s vulnerability e.g. does the • Personal choice e.g. school run, customer’s situation increase the urgency working hours, caring responsibilities • Seriousness of fault

• Appointments Table 1

Category

Response time

Description

Examples

Emergency

2 to 24 hours

Fault with a serious risk to tenant or property

Electrics and water mixing

Urgent

Within 7 calendar days

You will receive an appointment for when the repair will be looked at

Plumbing or roof leaks

Routine and minor

Within 21 calendar days

You will receive an appointment for when the repair will be looked at

Minor gutter leaks, door adjustments

Improvements

Certain types of work will be grouped together

Planned maintenance and improvements

New kitchens or bathrooms

Alterations and improvements You don’t need our permission to decorate your home, but if you want to improve it in any other way you must ask us first, as we must consider the structure and long-term maintenance of the property. The work must be carried out to a good standard and must comply with any building, gas or electric safety requirements as well as planning regulations. Any electrical or gas works must be carried out by fully qualified contractors.

This is work we do to maintain the quality of your home - we’ll give you plenty of notice before our contractors start. For example: • Repairing woodwork ready for painting • External painting • Rewiring • Gutter renewals • Window replacement schemes • Kitchen and bathroom replacement schemes 12

Rechargeable repairs

We may also recharge you when we call at your property if:

A repair is rechargeable if it’s your responsibility or when we are not legally obliged to do it - e.g. if we have to change a lock because you’ve lost your keys or when you, a member of your family or a visitor has caused the damage.

• We call at a pre-arranged time and cannot get access to do the work • You tell us the problem is an emergency and it turns out not to be, e.g. if you tell us that a leak is a flood

YHG offers a range of ways for customers to report repairs: The YHG website:

www.yourhousinggroup.co.uk Email to:

response@yourhousinggroup.co.uk By telephone to Your Response - 24 hours a day on:

0345 345 0272

Locall calls are charged at a local rate and may be recorded for training purposes

Write to us at:

Your Response PO Box 593 Preston PR2 2WU Visit your local neighbourhood office and use the free phone in reception or tell a member of staff

For further information please refer to your Repair Responsibility booklet or visit www.yourhousinggroup.co.uk

YOUR GUIDE TO COMPLIMENTS

AND COMPLAINTS

We are committed to providing an excellent service to all our customers. This leaflet explains how to make a complaint or compliment, what we will do when you contact us, and what service you can expect from us.

Tell us when we get it right

Who can make a complaint?

We are always happy to receive positive comments on the services we provide to you. It helps us to know what we do well and gives positive feedback to our staff and contractors to continue to develop and improve services for you.

• Your Housing Group customers (you can also nominate someone to make a complaint on your behalf) • People who want to rent a home from us • Leaseholders • Shared owners

Tell us when we need to put things right

• Homeowners in our neighbourhoods

You can give us the chance to put things right by letting us know right away when you are unhappy with our services. We will treat all complaints seriously, promptly and in confidence.

Pay a compliment or make a complaint Fill out our complaints form online at: www.yourhousinggroup.co.uk

If your complaint remains unresolved, you can make a formal complaint. Please tell us about your complaint as soon as possible.

Call Your Response on:

0345 345 0272 Write to us: Your Response PO Box 593 Preston PR2 2WU Visit your local neighbourhood office

YOUR GUIDE TO 14

COMPLIMENTS AND COMPLAINTS THE STEPS WE FOLLOW Stage 1 - 10 Days

Stage 4

When we receive your complaint the Complaints team will acknowledge receipt within two working days. We will always try to resolve your complaint immediately. Your complaint will be investigated and the team will keep track of progress. We will always discuss your complaint with you and let you know the results of the investigation. We aim to do this within ten working days.

If you still feel unhappy with the outcome of the review, you can appeal to the independent Housing Ombudsman Service. You can only do this if you have been through all the stages outlined above. From 1st April 2013, the Government introduced a new way of getting access to the Ombudsman through a ‘designated person’ (this can be an MP, Local Councillor or a recognised tenant panel).

Stage 2 - 15 Days If you are not satisfied with our response, you can ask for your complaint to be reviewed. You should do this within 15 days of the date of the stage 1 result. A Manager will review your complaint, discuss the complaint with you and give you a formal response within 15 working days.

Stage 3 - 25 Days

The designated person may: • Help resolve the complaint directly • Refer the complaint to the Housing Ombudsman • Decline to do either - the person complaining may then approach the Ombudsman

Our commitment to you

If you feel the problem is still not resolved you can ask for an independent review but you must do this within 15 days of the senior manager’s response. Two Service Committee members and/or a Director will meet you to hear your complaint. This is usually within 25 working days of when you requested the review. The chairperson of the review will write to you within 10 working days of the meeting giving you our final decision. This is the end of our complaints process.

When you complain we will: • Take your complaint seriously • Aim to put things right there and then • Be polite, helpful and professional • Give explanations that are clear and easy to understand • Apologise when we get things wrong • Get your opinion on how your complaint was handled through our satisfaction survey • Use the lessons learned from complaints to improve our service

YOUR GUIDE TO 15

AIDS AND ADAPTATIONS Aids and adaptations are equipment or alterations to your home that help you carry out day-to-day activities and may enable you to stay in your home.

Minor adaptations may include:

Occupational Therapist

• Grab rails

The Occupational Therapist will assess your needs and recommend adaptations. Social Services may pay for the adaptation with a Disabled Facilities Grant. If they don’t then you will go on our waiting list for adaptations. Our Property team will visit you when we are ready to proceed with the work. We aim to complete major adaptations within 12 months of receiving an Occupational Therapist’s referral, as long as funding is available.

• Handrails • Lever taps

Major adaptations may include: • Showers • Stair lifts • Ramps

Information on aids and adaptations

Your options

If you think you would benefit from an aid or adaptation, please contact:

If we can’t adapt your home we will discuss other options with you, such as whether we can offer you another home that would meet your needs. If we can’t adapt your home due to lack of money, we will talk to you about other options, such as finding you aids from an alternative provider.

• Your Response 0345 345 0272 • Speak with us in person at your local housing office • If you live in sheltered accommodation, contact your Scheme Manager If you want a minor adaptation, we will order the work and aim to get it done within 28 days, as long as funding is available. If you want a major adaptation, we will help you contact an Occupational Therapist to assess your needs.

Keeping you informed Our Aids and Adaptations team will deal with your request and keep you up to date on progress. If you have any questions about aids or adaptations or need advice and information, please contact Your Response on 0345 345 0272 or visit www.yourhousinggroup.co.uk

YOUR GUIDE TO

COMMUNITY SAFETY We believe everybody has a right to enjoy their home and where they live safely and peacefully. We are committed to working with communities to tackle anti-social behaviour and neighbour nuisance.

Tips on being a good neighbour

Domestic abuse

• Say hello to your neighbour

Domestic abuse is any incident of threatening behaviour, violence or abuse (psychological, physical, sexual, financial or emotional) between adults who are (or have been) intimate partners or family members, regardless of gender or sexuality. Men and women can both be perpetrators and victims of domestic abuse, and victims are encouraged to call the police on 999 if it is an emergency, or 101.

• Think about your neighbour when doing something noisy (e.g. loud music) • Let them know beforehand, especially if you are planning a party • If your dog barks when left alone, arrange to leave it with a friend • Remember that noise and vibration travels easily through walls and floors

Hate crime

• Be co-operative if asked by a neighbour to reduce noise

Crimes committed against someone because of their disability, gender-identity, race, religion or belief, or sexual orientation are hate crimes and should be reported to the police on 999 if it is an emergency, or 101.

• Be responsible for the behaviour of your children and visitors • Respect the fact that different people have different lifestyles

Hate crimes can include:

Anti-social behaviour

• Threatening behaviour

Housing related anti-social behaviour is defined as conduct capable of causing nuisance or annoyance to any person in relation to that person’s occupation of residential premises (s2 ASB Crime & Policing Act 2014).

• Assault • Robbery • Damage to property • Inciting others to commit hate crimes • Harassment

YOUR GUIDE TO COMMUNITY SAFETY Making a complaint Before making a complaint, consider whether you can resolve the issue yourself. For example, a neighbour may not be aware that their behaviour is upsetting you. If you are affected by anti-social behaviour, domestic abuse or hate crime or you have witnessed someone else being affected by it, you can make a complaint to us in a number of ways. We provide 24 hour reporting methods all year round:

When we receive a report of antisocial behaviour, an officer from our Community Safety Team will carry out an early assessment. The officer will ask you questions about the incident and the events leading up to it and identify any urgent action which needs to be taken. An action plan will be agreed with you setting out the following: • How the initial investigation will be carried out

• In person at one of our offices

• How you can work with us to provide the necessary evidence (this may involve keeping a written or recorded diary)

• By telephone via Your Response 0345 345 0272 • Online via: www.yourhousinggroup.co.uk/asb

• The most appropriate method of resolution, with realistic outcomes

• In writing

• How often you will be contacted and by your preferred method of communication throughout the case.

What can you expect from us? We are committed to tackling issues of antisocial behaviour and deliver this in a range of ways: • Early intervention • Prevention

We aim to resolve cases quickly and efficiently but anti-social behaviour can be a complex, lengthy process and so it can be difficult to give timescales. We aim to contact all new complainants within one working day upon receipt of the complaint.

• Partnership working

Protecting you

• Enforcement

We will not disclose any details about you to a third party without your consent. Every step will be taken not to identify you should you wish to remain anonymous.

• Positive activities • Safeguarding communities

YOUR GUIDE TO

GAS SAFETY

Moving into your new home When you sign your tenancy agreement and collect your keys we will help you find out who your gas supplier is and how to contact them. Next, you will need to:

Gas fires

• Take a meter reading

You need our permission to install a gas fire. It must be done by a Gas Safe registered engineer and you will need to send us a copy of the safety certificate issued once it has been fitted.

• Ask the supplier to turn on the gas • Call Your Response on 0345 345 0272 and let us know that you are a new tenant and would like the gas supply tested

Gas cookers You don’t need our permission to fit a gas cooker, but you should get a Gas Safe registered engineer to carry out the work.

If you want to change the meter you need to contact the supplier direct. If you want advice on switching energy suppliers, you can discuss your options with Citrus Energy (a not-for-profit company) on Freephone 0800 221 8089.

Safety precautions: • Never use a gas appliance if you think it isn’t working properly

Annual gas safety checks Your safety is our main concern. Around 30 people die each year from carbon monoxide poisoning, usually caused by gas appliances and flues that have not been properly installed or maintained. As your landlord we must by law make sure there is an annual service and safety check carried out on all the gas-fired appliances we own, such as gas fires, boilers, warm-air units and water heaters. A Service Engineer will contact you direct with an appointment. You can change this to another date or time if it’s not convenient. You must allow us access to your home to do these safety checks. If you do not allow us access, it is a breach of your tenancy and you could lose your home. This is for your safety. 19

• Never cover an appliance or block the convection air vents • Never block or cover outside flues • Never sleep in the same room as a gas fire Carbon monoxide alarms are a useful precaution - if you decide to buy a one, make sure it meets current safety standards (BS 7860 or BS EN 50291) and carries the kite mark.

YOUR GUIDE TO GAS SAFETY If you smell gas TAKE IMMEDIATE ACTION: • Put out all naked flames and cigarettes • Do not switch on any appliances, lights, door bells or mobile phones • Open all doors and windows and keep them open until the leak is stopped • Check to see if your gas tap, fire or cooker has been turned on accidentally • Check to see if any pilot lights have gone out; this is usually your boiler or cooker (if it is gas) • Turn off the gas supply - in most homes or properties the gas lever is next to the gas meter • Leave the property if the escape continues and calmly tell your neighbours about the problem. Phone NATIONAL GRID to report the leak on 0800 111 999 - but make sure you leave the area before using your mobile phone.

YOUR GUIDE TO

FIRE SAFETY

Your Housing Group has arrangements in place for managing fire risk but we also need your help. Most fires can be avoided and it’s important that we all play a part in preventing them.

Fire Prevention

Electrical Safety

Safe cooking tips:

Electrical appliances, plugs and cables that are old or badly wired can be dangerous.

• If you need to leave the kitchen while cooking, take pans off the heat or turn them down to avoid risk

Keep an eye out for: • Hot plugs or sockets, scorch marks, fuses that often blow, or flickering lights- they are all signs of loose wiring or other electrical problems

• Make sure that saucepan handles don’t stick out so they can’t get knocked off the stove

• Badly wired plugs - any coloured wires sticking out could come loose and debris could also get into the plug

• Keep tea towels, cloths and loose clothing away from the cooker and hob • Check that you’ve switched the cooker off when you’ve finished cooking

• Overloaded sockets - plugging too many electrical appliances into one socket can lead to overheating

• Keep electric leads and appliances (toasters, kettles etc.) away from water and from the hob

• Frayed or damaged cables and leads don’t run them under carpets or rugs

• Keep the oven, hob and grill clean and in good working order - a buildup of fat and grease can ignite

• Leads which could be tripped over or which are too close to water or other sources of heat

• Take care when cooking with oil as it can easily ignite. If oil starts to smoke, turn off the heat and leave it to cool • Remember to remove pans from electric rings when you turn them off • If a pan catches fire turn off the heat and NEVER throw water over it

YOUR GUIDE TO FIRE SAFETY Appliances safety

Can be stored / kept in communal area

• Never touch appliances with wet hands or get them wet

• Real plants or flowers in ceramic pots / vases

• Never leave them on at night - unless they are designed to be left on, e.g. freezers

• Artificial flowers or plants that are certified as flame retardant • Items that are fastened to wall

• Never put anything in the microwave that is made of metal, or has a metallic finish • Always keep electrical items in good working order

Cannot be stored (and in the case of scooters, charged) / kept in a communal area

• Stop using appliances if they look faulty

• Artificial flowers / plants that are not certified as flame retardant

Candles

• Seasonal decorations

• Make sure that you use a proper candle-holder to support your candle

• Refuse • Storage of personal items under stairs, in bin chute areas, drying rooms or cupboards in communal areas including on the floor and in the vicinity of fire exits

• Keep candles away from curtains and other materials • Always put the candle out when you leave the room, and make sure they are completely out before you go to bed

• Mobility scooters, prams, bikes etc. that may cause an obstruction

Fire prevention in communal areas

You can also help in other ways by contacting Your Response:

Corridors and stairways that form part of an escape route should be kept clear and hazard free.

• If you notice that items in the above column are being left in communal areas

The following lists provide you with information about the type of things that may and may not be stored or kept in the communal areas:

• If you see any persons carrying out an unsafe act such as throwing cigarette ends away e.g. on the floor • If you notice that refuse or old furniture has been left outside and close to the building • If you have any concerns regarding fire safety

YOUR GUIDE TO FIRE SAFETY Smoke Alarms

What to do if there’s a fire

A smoke alarm is the easiest way to alert you to the danger of fire, giving you precious time to escape. They are cheap, easy to get hold of and easy to fit.

• Act quickly - make sure you are prepared and that everyone in your house knows exactly what to do. • Alert everyone

As a minimum you should have one on each floor.

• Get everyone out

Home fire safety visit

• Once you’re out and safe, call the emergency services 999 (calls are free)

The Fire and Rescue Service will visit you at home to offer advice on how to make your

• Don’t go back in

home safe and where appropriate will fit a smoke alarm for free. Contact your local Fire and Rescue Service for information.

Planning a safe escape A plan of action involving everyone who lives in your home will help you act quickly if there’s a fire in your home - it could even save your life: • Choose an escape route • Explain the plan • Practise the plan and remind your family about it • Do a bedtime safety check for fire hazards

For more advice on Fire Safety please contact Your Response on 0345 345 0272 or visit www.yourhousinggroup.co.uk/firesafety

YOUR GUIDE TO

ASBESTOS SAFETY Asbestos materials can be found in most homes in the UK that were built before the year 2000. If asbestos materials are undamaged or they are in places where they cannot easily be disturbed, there is no significant risk to health. It is only when they are broken up and small fibres are released and breathed in that they may pose a possible health risk.

Where asbestos may be found

Asbestos legislation

It is possible that asbestos could be found in the following areas:

UK legislation requires landlords to identify asbestos containing materials (ACMs) only within ‘common areas’ of their properties and make a plan to manage the asbestos. There is no legal requirement to identify ACMs within domestic properties.

• Insulation around pipes • Textured finishes e.g. Artex • Ceiling tiles and vinyl floor tiles

Your Housing Group’s policy on asbestos is in line with the Government and Health and Safety Executive recommendations: to leave asbestos in place unless it is in an unsatisfactory condition or is likely to be subject to frequent disturbances, or if it can be removed as part of a repair, improvement or alteration.

• Roof verge undercloaks • Service ducts • Bath panels • Heating appliances and domestic equipment • Fire-break materials used in lofts

To comply with current legislation, we have carried out asbestos surveys of communal areas in our properties. We have also decided to go further and carry out an asbestos survey programme to identify ACMs in our residents’ homes.

• Panelling around steel-work • Insulation boards and riser panels in bathrooms or ducts • Asbestos cement sheets (flat and corrugated) used as roofing, wall cladding and gutters

Asbestos removal It is not practical to remove every piece of material containing asbestos from every home. ACMs, if in good condition, present no risk to the health of you or your family.

YOUR GUIDE TO ASBESTOS SAFETY Asbestos and DIY You can carry out decorating and DIY, but you must take note of the advice relating to asbestos that may be present in your home. Asbestos should not be drilled, sanded, rubbed down or disturbed in any other way. If in doubt, call Your Response.

Important asbestos dos and dont’s Do contact Your Response immediately if:

Don’t:

• Materials that you think may contain asbestos have been damaged or disturbed

• Attempt work involving sprayed asbestos, lagging or insulation boards - this must be undertaken by a licensed asbestos removal contractor

• Protective coatings or sealants are peeling or breaking off

• Drill, cut, scrape or sand down materials that may contain asbestos • Break off pieces or break up large pieces of materials you believe contain asbestos • Dust, sweep, vacuum or trample on debris that may contain asbestos • Jet wash or clean down asbestos cement products, such as corrugated sheets

If you’re concerned about asbestos in your home, please call Your Response on: 0345 345 0272 or visit: www.yourhousinggroup.co.uk

YOUR GUIDE TO

DATA PROTECTION By providing Your Housing Group with your personal information, you help us to administer your tenancy or lease with us. It also allows us to identify the services you may need.

Personal information

Seeing your data

Personal information (or data) is information that relates to a living individual who can be identified from that information. This can be your name, date of birth, contact details amongst other things which you may have given to us e.g. on forms that you may have completed or during a telephone call. The use of personal information is guided by the Data Protection Act 1998.

When you ask to see data we hold about you, this is called a subject access request. The Data Protection Act entitles you to see all the data held about you, unless:

Keeping your confidence

• It could affect the assessment or collection of taxes or duty

We take the confidentiality of your data very seriously. When you give us your personal data, we promise we will: • Keep the information upto-date and secure • Only keep it as long we need to, and destroy old information that we no longer need, in line with our policies

• It could affect the detecting or preventing of crime • It could affect the catching or prosecuting of offenders

• The personal data includes information that could identify a third party, or comments or opinions from a third party who has not given their permission to disclose it. Where this is the case, we will take a view about whether or not it’s reasonable in the circumstances to provide you with the information Please note that certain manual filing systems are exempt from the Data Protection Act, mainly those kept in date order and not indexed to allow fast retrieval.

• Only collect data that is relevant to our purposes, such as supporting you and administering your tenancy • Only let people have access to your data who need to • Tell you when we use any information for monitoring purposes

YOUR GUIDE TO DATA PROTECTION Your rights The Data Protection Act gives you certain rights over the information an organisation holds and processes about you. You have the following rights under the Act: 1. The right of subject access - this means you can ask to see all the data an organisation holds on you. The request must be made in writing, and usually the payment of a ÂŁ10 fee is required. We will ask for proof of ID to make sure that we know who you are before we disclose any information. Data includes digital and computerised information, some manual records, photographs, CCTV footage, video and audiotapes. 2. In some circumstances you can prevent someone from processing (keeping and using) your personal data if it would harm or distress you.

5. At Your Housing Group, a person is always involved in making the decisions that affect you. We do not use any completely automated processes. 6. You have the right to compensation for any damage and distress caused by a breach of the Data Protection Act. 7. You can ask the court to order an organisation to rectify, delete or destroy any personal details that are inaccurate or express opinions based on wrong information. 8. If you believe your personal information has not been processed in line with the Data Protection Act, then firstly contact us. If you believe that we have not dealt with the enquiry to your satisfaction, you can ask the Information Commissioner (ICO) to investigate and assess the matter.

3. You can stop an organisation using your personal data for direct marketing - for example, trying to sell you something by phone, post or email. 4. You can object to decisions that have been made by a completely automated process.

Sharing your information with others

Freedom of Information Act

We sometimes need to disclose your personal data to other organisations. However, we won’t share your information unless you have consented or unless we’re allowed to by law. For example:

The Freedom of Information Act applies to most public bodies and means you can request various types of information from them. Your Housing Group is not a public body as defined by the Act, so the Freedom of Information Act does not apply to us. As such, we don’t have to disclose information under it. However, we will consider particular requests for information and tell you how to get it if we can.

• If we have a legal duty to do so • To utility companies (gas, electric etc.) when you have signed up for a tenancy • To provide references to a letting agent (if we need to do this we will tell you, as well as the agent, what information we are disclosing and why) • If you are in arrears and leave without paying or arranging to pay, we may give your details to a tracing or debt collection agent to try to recover our money • We will give your contact details to a contractor if your home needs a repair - we do this for all repairs so that the contractor can contact you direct • If you are on housing benefit and your circumstances change, we will notify the local council • To prevent or detect crime or breaches of tenancy agreements • Where we have outsourced work, such as surveys. If we outsource work we will make sure that we have a written agreement in place with the external organisation, which will give us assurance that your data will be kept safe and only used for the purposes we specify For more information concerning how we use your personal data contact Your Response on 0345 345 0272 28

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