INFORMATION ON DUNEDIN CANMORE HOUSING ASSOCIATION
TENANT HANDBOOK CONTACT DETAILS “Welcome to the Dunedin to “Welcome Handbook. Tenants Canmore in its been involved have We find and hope you development and useful”. it interesting and Forum – Repairs Tenants Communications Sub-Group CONTACT DETAILS CONTACT FLEMING PLACE 1. Contact details
Our address Our opening times 8 New Mart Road Edinburgh EH14 1RL Monday – Thursday 9am to 5pm Telephone number: (except Wednesday when 0131 478 8888 the phones stay off until 10am to allow for staff Fax number: training) 0131 624 5766 Friday Our website address: 9am to 4pm www.dunedincanmore.org.uk
Email us at: [email protected]
1 We can arrange for this handbook to be translated, put into Braille, typed as large print or audio taped. This handbook is also available in electronic format.
Please contact our housing team on 0131 478 8888 if you require this service.
Ten dokument mo e zosta przetłumaczony na Twój j zyk ojczysty. Prosz skontaktowa si z Pracownikiem Obsługi Klienta w Dunedin Canmore Association, 8 New Mart Road, Edynburg, EH14 1RL lub zadzwoni pod numer tel. 0131 478 8888".
2 ABOUT DCHA ABOUT DCHA ABOUT LOCHRIN BASIN LANE 2. About DCHA
Background Our aims
Dunedin Canmore Housing Association is a non-profit We aim to provide good making charity. We are a Registered Social Landlord, quality, affordable and registered with and regulated sustainable housing and by The Scottish Housing services to meet a wide Regulator. We are run by a range of housing needs. voluntary board of tenants, local people and professionals who make decisions about important matters and Treating you fairly monitor our performance. We want to be fair to everyone. Our Equality and Diversity History Policy ensures that everyone has equal access to the services Dunedin Canmore was formed in we provide. 2005 with the merger of Dunedin Housing Association and Canmore Housing Association. Both associations were originally formed in 1975 to carry out tenement rehabilitation work in the adjacent inner city areas of Fountainbridge & Dalry & Gorgie. Since the merger we have grown significantly and our purposes have widened.
3 this cannot be done, we will What you can make sure that the matter is fully investigated by a senior member expect from us of staff and a satisfactory solution achieved as quickly as possible. We are committed to providing a good quality of service to all. We have produced a set of Standards Complaints aside, we along with tenants which sets out would also like to hear the level of service which your positive comments everyone should expect from us. and compliments too. To get a copy of our Service Standards please contact the housing team on 0131 478 8888. To make a complaint, comment or compliment: Comments, • Telephone us on complaints and 0131 478 8888 • Call in and see us at our compliments office at 8 New Mart Road • Write to us at We aim to get things right first 8 New Mart Road time. However, despite our best • Email us at info@ intentions and efforts, problems dunedincanmore.org.uk may arise from time to time. We want to know about this so we can put it right and make sure it does not happen again. So, if you are dissatisfied with our services, you may want to make a complaint.
You can raise a complaint with any member of staff, who will try and resolve your complaint straight away. If for some reason
4 Scottish Public Services In addition to this, if you live in Ombudsman registered supported accommodation you can complain If you have exhausted the directly to the Social Care and Association’s complaints Social Work Improvement procedure and you are still Scotland (SCSWIS). dissatisfied with the outcome, you may refer the matter to the Scottish Public Services Looking after personal Ombudsman. information We will make sure that all your The Ombudsman will normally information remains confidential only consider matters that have and is not passed on to anyone already been through the else without your agreement. Association’s internal complaints Under the Data Protection Act procedure. Additionally, the 1998 you have the right to access usual time limit for making a personal information relating to complaint to the Ombudsman is you in files that we hold – there 12 months after you become are certain exceptions, for aware of the matter you want to example, where the specific complain about. information includes reference to third parties who may not want If you want to contact the that information to be divulged. Scottish Public Services Ombudsman, details are: If you want access to any information held on our files, you should make your request Scottish Public Services in writing to the Director of Ombudsman Housing Services. 4 Melville Street Edinburgh EH3 7NS
Tel: 0870 011 5378 Email: enquiries@ scottishombudsman.org.uk
5 Getting involved Tenant participation Tenant Participation is about Everyone is concerned about how tenants taking part in the decision their home and neighbourhood making processes and are managed. There are many influencing decisions about: different ways to get involved: • housing policies Membership of the • housing conditions • and housing (and related) Association services You an apply to join the Association if: It is a two way process which involves the sharing of • You are 16 years or over and information, ideas and power. Its a tenant of the Association aim is to improve the standard of OR housing conditions and services. • You are 18 years or over and interested in the Association
If you are interested in joining, you should complete the application form at the end of this section and make a one off payment of £l.00.
Members are entitled to attend and vote at the Association’s Annual General Meeting and to stand for election to the Management Board. If you want more information about becoming a member, please contact our housing team.
6 There are different ways to get involved in Tenant Participation:
• Our Tenants Forum meets four times a year. • We have sub groups of our Tenants Forum that meet on specific issues. • There are Registered Tenants Organisations (RTOs), which are supported by the Tenant Participation Officer. • Area meetings – for the areas where there aren’t RTOs.
Our aims for Tenant Participation are set out in our Tenant Participation Strategy. If you would like a copy of this, please contact our Tenant Participation Officer on 0131 478 8888.
7 Dunedin Canmore Group application for membership
To: The Group Secretary, Dunedin Canmore Housing Association Ltd, 8 New Mart Road, Edinburgh EH14 1RL
Dear Sir I wish to apply for membership of Dunedin Canmore Housing Association and enclose the fee of £1.
Signed ......
Full name (please print)......
Address ......
......
Tel. no......
Tenant / owner occupier (delete as appropriate)
Occupation ......
Date of birth......
Membership of other Housing Associations or Public Bodies
......
......
Relevant experience and / or reasons for wishing to become a member
......
......
8 TENANCY AGREEMENT AGREEMENT TENANCY
3. Your tenancy agreement
Every tenant has a Scottish Secure Tenancy Agreement or a Short Scottish Secure Tenancy. You will have signed your tenancy agreement before you got the keys for your home. It is a legal contract between you and Dunedin Canmore Housing Association setting out your rights and responsibilities and our duties as a landlord. It cannot be changed without your agreement.
The tenancy agreement is signed by you and us and we both agree to keep to the terms and conditions. Full details can be found in your tenancy agreement but if you have any questions about your tenancy agreement please contact a member of the housing team who will be pleased to help.
Rent
YOU DUNEDIN CANMORE
• You must pay your rent • We will consult with you on monthly in advance on the any proposed rent changes. 1st of every month. • We will give you at least four weeks notice of any rent increase.
FIRRHILL
9 Use of the house and common parts
YOU DUNEDIN CANMORE
• You must live in the house, • We may take legal action furnish it and use it solely as against you if you break your only or principal home. these conditions. • You, those who live with you • We can ask the Sheriff Court or your visitors must take care to grant an eviction order if to avoid damaging your house you breach the terms and or the surrounding area. conditions of your tenancy • You must take reasonable agreement. steps to keep your house • We can bring the tenancy to heated and well ventilated. an end by serving legal • You must not use Calor gas notices if we believe you heaters. have abandoned the house. • You must make Please see section 9 arrangements to insure the (Abandoning your Tenancy contents of your house. for further details). • You must not use the house for any illegal purposes. • You must ask permission to keep pets. • You must keep your house and garden clean and tidy.
OXGANGS
10 Respect for others
YOU DUNEDIN CANMORE
• You, those who live with you or • We can take legal action your visitors must not behave against you If you break in an anti social manner or these conditions. harass your neighbours. • You, those who live with you or your visitors must not make unreasonable or excessive noise.
Changes to the household
YOU DUNEDIN CANMORE
• You require permission, but if • We will acknowledge your you want to, you can: request within five days. – take in a lodger • We will not unreasonably – sub let your tenancy withhold permission. – assign your tenancy – ask for a joint tenancy – exchange your property You must put your request in writing and complete any required forms.
SLATEFORD GREEN
11 Repairs, maintenance & alterations
YOU DUNEDIN CANMORE
• You must not lay laminate • We will carry out repairs or flooring without our other work necessary to permission. keep the house in a condition • You must request our which is habitable. permission for any • See Section 6 for further alterations or improvements information. you may wish to make to your home, including the installation of external TV aerials or satellite dishes. • You must report all repairs to us as soon as possible. • You are responsible for any damage you, those who live with you and your visitors may cause to the property. • You must allow us access to carry out repairs and any planned works.
12 Ending the tenancy
YOU DUNEDIN CANMORE
• You must write to us giving • We can ask the Sheriff Court us 28 days notice. to grant an eviction order if • You must leave the property you breach the terms and in a good condition. conditions of your tenancy agreement.
Right to succession
YOU DUNEDIN CANMORE
• If you die, the tenancy may • We will only allow be inherited by your successions on two husband, wife, co-habitee or occasions. member of your household who lives with you.
Right to buy
YOU DUNEDIN CANMORE
• You may have the right to buy • We will advise you before the property you live in, but your tenancy starts with us if this depends on the date your you have the Right to Buy. tenancy started and what • We will advise you of your type of property you live in. Right to Buy entitlement on Please contact the Housing request. Team for further information.
13 Information & consultation
YOU DUNEDIN CANMORE
• You have the right to be • We will, if you request it, consulted and kept informed provide you with information before we make changes that is accurate and we will which affect you. be open, transparent and • You have the right under the honest. Data Protection Act 1998 • We will, if you request it, to inspect personal data held provide you a copy of the on you. information we hold on you.
ATHOLL WAY, LIVINGSTON
14 YOUR RENT YOUR RENT
4. Paying your rent
Your rent pays for It is your responsibility to make sure your rent • Managing and repairing our properties. is paid. Your rent is due • Paying for future repairs monthly in advance on and improvements. the 1st of each month. • Paying back the loans we took on to build or improve our properties. If you wish to pay weekly or • Any rent lost through rent fortnightly this must first be arrears and empty properties. agreed with your housing officer and it should always be paid in You may also pay a service advance (your rent must be there charge in addition to your basic ready for payment on the 1st of rent, the service charge pays for each month). items such as:
Our aim is to charge rents which • Communal Landscaping people who may be on low • Stair Cleaning incomes can afford. Your rent is • Landlord Electricity Supply made up of either one or two parts. Everyone pays a basic rent Service charges and services for their home and some tenants vary from scheme to scheme also pay a service charge. A and the type of property you breakdown of your rent and live in. Further details of the service charge can be found on service charge for your property your tenancy agreement. can be found in your tenancy agreement and you can contact the housing team if you have any questions about the service charge for your property.
15 What we will do How to pay
• We aim to put any rent There are a number of payments you make to Dunedin Canmore on to our ways to pay your rent. system within two days of You can choose the one receipt. that suits you best: • We will send you a rent statement once a year or you can contact us at any time for Direct Debit – Paying by direct an up to date rent statement debit can often be the easiest or check the balance on your method. You can set up a direct rent account. debit by contacting the housing • We will consult with you on team, who will take your details any rent increase proposals. over the phone or you can set up • Our rents are reviewed once a direct debit on the day you sign per annum and any increase your tenancy agreement. will be charged from 1st April each year. We will always Allpay Swipe Card – An Allpay give you four weeks notice Card, if required will be issued to of any rent increase. you once you have signed your tenancy agreement. Your Allpay Card can be used at any Post Office/Paypoint Zone.
By Phone (Anytime) – If you want to pay your rent over the phone please phone 0844 557 8321. You will need your Allpay card and debit or credit card to do this. If you do not have an Allpay card, contact our housing team to arrange for one to be sent to you HYVOTS free of charge.
16 Difficulties paying your rent
We recognise that tenants can sometimes find themselves in financial difficulties and we are here to help. Internet Payments – This is a quick and easy way to make If you are having difficulty paying regular or one off payments. By your rent it is important that you logging on to our website at contact us immediately. You can www.dunedincanmore.org.uk speak to the housing team who you can use the secure site for will offer assistance and help you making payments. You must have to solve it. We can’t do this your tenant reference number (if though if you don’t contact us. you do not know your tenant reference number please contact We can: the housing team) and it accepts • Arrange for you to repay your all major debit/credit cards. arrears in instalments. • Put you in touch with our At our office – We cannot take welfare rights officers who cash at the office but we can can check that you are take your payment if you have a getting all benefits you are debit or credit card. You can do eligible for. this in person or by phoning • If you are facing serious 0131 478 8888. financial difficulties, don’t delay in contacting us. We By Post – You can send us a can help you sort out your cheque or postal order. Please problems before they get remember to quote your tenant out of control. reference number.
17 You must make a claim for • Ultimately, if you do not pay housing benefit and you can do your rent or you fail to pay this yourself by contacting your arrears we will start taking local housing benefit office or legal action against you contact the housing team and we which may lead to you losing can help you complete the form. your home. You can ask our housing team for a copy of Remember, even if you do get our rent policy. housing benefit it is still your responsibility to ensure that the rent is paid. You must make sure that housing benefit get all forms Housing benefit or information they ask for and you must ensure they get it on If you are on a low income or time. Failure to provide housing on benefits you may be benefit with any information they entitled to housing benefit request can lead to a delay, to help you pay all or part of suspension or cancellation of your rent. housing benefit entitlement. GRAB A GRAND Four times a year we give away a “Grand” (£1,000). It’s divided into four prizes of £250. To qualify for the chance to win all you have to do is make sure that your rent account is clear or in credit. It doesn’t matter if you are on housing benefit or paying full or partial rent, all you need to do is make sure your rent is not in arrears. The draws will take place on 31 March, 30 June, 30 September, 31 December For further information or to check the balance on your rent account, contact the housing team on 0131 478 8888 or register on our tenant zone at www.dunedincanmore.org.uk and you can check your rent account at your convenience.
18 BEING A GOOD NEIGHBOUR NEIGHBOUR GOOD
5. Being a good neighbour
Respect for others
We believe that you have the right to enjoy living in your home in a safe and secure environment. You can help avoid difficulties by showing consideration to others and meeting the responsibilities as a tenant. Neighbour On many occasions we will work disputes closely with other agencies such as the police, mediation and If you have a problem with a social work to resolve such neighbour we hope that you will problems. try to speak to them to solve the problem. If this does not work, or We must remind you that any you think it is too serious to deal nuisance in and around your with by yourself, please contact home – whether caused by our housing team for further yourself, members of your advice and assistance and we household, or visitors to your will tell you how it will be dealt house, is a breach of your with. You should also contact the tenancy agreement. In these police if it is a serious complaint cases we may take legal action. about noise or harassment. (See separate sections on, noise For further information, please complaints, anti social behaviour ask for our leaflet on problems and harassment). with neighbours.
19 Anti social behaviour
If you are being affected by Anti Social Behaviour, it is best to speak with your neighbour to let them know how their behaviour is affecting you. They may not be aware that it is a problem. Keep a note of the date and time If you feel that the problem is too of any incidents. Your housing serious, such as threatening or officer will provide diary sheets. violent behaviour, or you have spoken to your neighbour and If the person causing the problem their behaviour hasn’t changed, is our tenant or sharing owner we contact your housing officer who will speak to them to get their will investigate the matter further. side of the story. We will remind It is important that you report any them of the agreement they have incidents of criminal activity to signed and may issue a warning the police. about their behaviour.
Some examples of anti Dunedin Canmore works social behaviour are: closely with the police, • domestic noise local councils and other • amplified noise/noisy parties agencies to deal with • dumping litter and rubbish • vandalism and graffiti anti-social behaviour. • verbal abuse • threatening or violent In cases of serious anti-social behaviour behaviour if a tenant ignores a • criminal behaviour such as complaint and does not listen to drug dealing our warnings we may have to consider legal action.
20 Noise Harassment and Too much noise from music discrimination systems, household appliances, some DIY tools, etc can cause great annoyance and stress. You must ensure that Please be considerate when using these. you, members of your household or visitors do If the disturbance is mild or a not commit any form of “one-off”, it is best to speak to harassment. your neighbour in the first place. They may not be aware that there is a problem. If the problem The term ‘harassment’ covers continues contact the police, the types of behaviour which are environmental health or your deliberately intended to annoy, housing officer. intimidate, dominate or harm an individual, family or group, which is motivated by prejudice or discriminatory attitudes and where the harassment takes place either in the Association’s property or in the vicinity of the Association’s property.
The Association may take legal proceedings to evict any tenant found causing or allowing harassment. If you feel that you are a victim of harassment, you should contact your housing officer. All information you give us is confidential and we will not take any action without your approval.
21 Pets
Your Tenancy Agreement will tell you if you are allowed to keep a pet. If you are allowed to have a pet, you will be responsible for it at all times and making sure that it does not cause a nuisance to neighbours or damage the Association’s property, including gardens.
If you are having problems with a If you are unable to maintain tenant’s pet, please report the either the garden or common problem to your housing officer. area due to frailty, old age or For more info on pet ownership, disability, the Association contact the office for our pet may be able to assist. leaflet. Contact our housing team on 0131 478 8888. Gardening Parking /
If you have a garden, abandoned keep it in good order vehicles If you do not do this, we can do the work and You can park private vehicles in charge you. the communal car parking areas provided, unless you live in a development that is vehicle free. If you share a back garden, you In some of our schemes, we share the responsibility for employ a parking company to keeping it clean and tidy, unless supervise car parks, which are on you pay a service charge for our private land. You can apply for looking after the upkeep. a permit for your vehicle.
22 There are some areas where Dunedin Canmore has no control Vandalism over parking provisions.
Anyone witnessing Rubbish disposal vandalism to You will be advised of the day, Association property frequency and method of council should report this to us refuse uplift. If you have a and to the police. We wheelie bin, you should take it to will repair any damage the street for collection and return it to its storage space on the day to common areas as of collection. For communal quickly as possible. rubbish disposal see the section below on living in flats. If the culprit is an Association tenant, sharing owner or a Your local council provides special member of one of these uplift services – see useful households then strong action numbers section. will be taken, including invoicing them for the cost of repairing the damage or even taking legal action to evict them.
23 Living in flats • Safety and Security If your stair has an entry phone If you live in a flat you need to system, make sure all treat your neighbours with special outside doors are kept consideration and work together locked to stop unauthorised to look after common areas and people coming into the facilities. In particular: building.
• Cleaning In many of the You must make sure that Association’s flats, we hire landings are kept clear of contractors to clean obstructions. You must not communal stairs on a weekly leave anything outside your or fortnightly basis. However, flat that can cause an you are jointly responsible for obstruction or be a potential any cleaning required at fire hazard. other times. If you pay for such a service and are not happy with the standard, please let the amenities officer know.
If a stair cleaning service is not provided, it is your responsibility, along with all other residents, to keep the stair clean and tidy and you should be prepared to clean the stair at least once a week. It helps if you can agree with neighbours on a rota system to ensure that everyone takes their turn.
24 REPAIRS REPAIRS
6. Repairs
Each time you report a new What happens repair you will be given a reference number. If you need to when you report contact us about the repair a repair? please quote this number. Who will attend? When you report a repair We have a team of skilled to us our Repairs tradesmen who are based at our Reporting Team at New workshop at Bilston. They wear Mart Road will tell you blue uniforms with the Dunedin Canmore logo and travel in a the priority of the repair. Dunedin Canmore Group van. They carry photograph identity We will arrange an appointment cards at all times. time that is suitable to you:
within a morning (8am – 12 noon) or an afternoon (12 noon – 4.30pm).
If we need to inspect the requested repair, we will arrange for our surveyor to visit you.
25 Sometimes we rely on outside companies to carry out work on Repair our behalf. These companies are on our Approved List of responsibilities Contractors and carry their own company identity cards. We are responsible for most repairs and maintenance items in your home, and you are If you need us to responsible for others. confirm the identity of the person visiting your Fair wear and tear is accepted, home please call us on however where in doubt we will arrange for our surveyor to 0131 478 8888. inspect and make the final decision on who is responsible.
The following table gives some examples of who is responsible. This is not a full list and if you are not sure please contact our repairs team.
In stairs, common repairs are only our responsibility when we own at least three quarters of the properties in the stair. The repair will be passed to the local council for repair under a statutory notice, if we do not own at least three quarters.
FORTHQUARTER
26 Outside your home Us You Comments Roof ✔ Drains, gutters and pipes ✔ Walls and windows ✔ Chimney stacks and flues ✔ Pathways and steps ✔ Plaster work ✔ Boundary walls and fences ✔ Dividing fences ✔ Stair and other common doors ✔ Garage ✔ Whirly gigs in private gardens ✔
Inside your home Us You Comments Doors and door furniture ✔ Repairs will only be such as locks, handles, carried out if due to fair hinges, chains. wear and tear. Kitchen cupboards and ✔ These are replaced on worktops a 15-20 year cycle and repairs will only be carried out if due to fair wear and tear. Fitted wardrobe doors ✔ Repairs will only be carried out if due to fair wear and tear in wardrobes fitted by us. Window frames ✔
27 Inside your home Us You Comments Glass in windows and doors ✔ You may be charged for the repair. Keys lost or broken ✔ It is a good idea to keep a spare set of keys with a friend or relative. If you have contents insurance lost keys may be replaced.
Blocked baths, showers, sinks ✔ See section 7 for and toilets. some useful tips. Plugs, chains and toilet seats ✔ Baths, sinks, taps and ✔ shower units Electrical wiring including ✔ extractor fans Electrical switches and sockets ✔ Only after trip switches/circuit breakers have been checked and reset. See section 7 for advice.
Communal T.V. aerials and ✔ dishes Individual T.V. aerials ✔
28 Inside your home Us You Comments Faulty smoke and carbon ✔ If your carbon monoxide detectors monoxide detector is sounding you must call Gas Emergency Services on 0800 111 999. See section 7 for more information. Door entry systems including ✔ the handset in your home. Central heating including ✔ electric fires where we have fitted them. Gas leaks or smell of gas. ✔ These must be reported to Gas Emergency Services immediately by telephoning 0800111999. Following their visit we will carry out any necessary repairs. See section 7 for further details.
Decoration ✔ Plaster on walls ✔ Unless a defect has been identified by the property surveyor. Mice, ants and other pests. ✔ There is a leaflet available on request giving further information.
29 BLACKRIDGE, WEST LOTHIAN You are responsible for: • Any appliances or fittings that you have installed in the house including any damage caused by these. • Any damage caused by neglect of the property and/ or fittings by you, anyone who lives with you or visitors to your home. • Stair cleaning – If it is not included as part of your service charge. • Any items you leave in the common areas. • The cost of forced entry or for making good following a forced entry by the police. If your home has been • Reporting any repairs to us vandalised, or damaged during a as soon as possible. break-in, you must tell the police • Allowing access to carry out immediately and obtain an repairs and maintenance. incident reference number and • Taking care to ensure pipes then report the repair to us. The do not freeze by heating your property surveyor will then home over the winter. decide who is responsible for the cost of the repair. Where the damage has not been reported to the police we will hold you responsible for the repair work and we may only carry out repairs to make safe and secure the property.
30 Rechargeable Repair timescales repairs We have the following timescales for attending a repair reported to us. We do not under normal Emergency repairs – circumstances carry out within 3 hours repairs that are your Repairs which if not attended responsibility. would seriously affect the structure or security of the property or constitute a danger We will however carry out repairs to health. if there is a risk to health and safety or security of you or others For example: or if there is the possibility of • No heating between further damage to the property or October and March its surroundings. • No water to the property • No electricity to the property An account will be sent to you for • Broken windows affecting the cost of these repairs. security
Make sure it is an emergency – Right to repair you will be charged if it is not. The Scottish Secure Tenants (Right to Repair) Regulations DCG HOME REPAIRS, BILSTON 2002 cover some emergency and urgent repairs up to the value of £350. We will write and let you know if the repair you have asked for is covered by this legislation. For further information a leaflet is available or contact our repairs team.
31 Urgent repairs – up to 48 hours Repairs which require prompt attention to prevent, further deterioration and extended damage to the property or our tenant and neighbours’ health and safety.
For example: • Leaks which are likely to cause extensive damage if left unattended • No hot water
Routine repairs – within 10 working days Any day to day repair that does We also have a timescale called not affect the health and safety of “short contract” of 25 working our tenants or the deterioration of days. This is used for jobs such as the property. plasterwork and painter work that require a number of visits to a For example: property. • Faulty light fitting • Entry phone system not Sometimes we need a surveyor working to inspect a property before we can begin to carry out repairs. This will be explained to you when you report a repair and an appointment made for the surveyor to visit.
32 Alterations Planned You may be able to make maintenance alterations or improvements to your home at your own expense. As part of our commitment to Any alterations must have our ensuring that all our homes written permission and meet all meet the requirements of the our conditions. You need to Scottish Housing Quality complete an application form Standard, we have a large which is available from the planned maintenance housing team on 0131 478 8888. programme each year.
At the end of your tenancy you The programme covers aspects may be entitled to compensation. such as the replacement of For further information or to make heating, boilers, kitchens, a claim please let your housing bathrooms, windows and other officer know prior to terminating components within your home. your tenancy. An assessment will be made by our surveyors before it is included Please note we cannot consider in the programme. You will be claims where you did not receive informed by letter of any work written permission from us for required and start dates. the alteration. Medical adaptations
I f you need changes made to your home for medical reasons we may be able to help you. You will need to ask your GP or Occupational Therapist to apply on your behalf. CALEDONIAN CRESCENT, EDINBURGH
33 TOP TIPS SLATEFORD GREEN To avoid unnecessary call outs and costs here are a few useful tips to follow:
If you have no power or some sockets or switches not working you should try the following: • Open the cover on your consumer unit (usually next to the meter in the hall cupboard) and check that the trip switches are in the ON position. • Reset the trip switches and • Once all switches are in the RCD as above. ON position flick the RCD • Now plug in your appliances (the big red switch) fully one at a time until a particular down / off and on again. switch trips again. You will now know which is the If the power goes off again, problem appliance. it is likely to be caused by faulty • Leave that appliance appliances such as kettles, unplugged and reset the trip fridges, freezers and lamps. switches and RCD as above • Unplug all your appliances. once again.
Remember a total loss of power may be a power cut so check whether your neighbours have lost power as well.
34 Blocked toilet Blocked sinks, basins, • If the bowl is already full, baths and showers remove some of the water • Hair and soap residue should into a bucket first. be cleared regularly (at least • Use a plunger or toilet brush once a week) to prevent a wrapped in a plastic bag, build up. push it to the bottom of the • Grease and tea leaves etc pan and plunge about a should not be put down dozen times. This creates a sinks. vacuum that may shift the • Try hot soapy water first to blockage. clear any blockage. • If the bowl is not full, try • Drain and sink clearing pouring a couple of buckets products should be used of clear water down. with extreme caution, • You should avoid putting always read the nappies and sanitary manufactures instructions products down the toilet as and warnings. Do not mix these are the most common products as they could have cause of blockages. a dangerous chemical reaction to each other.
REPAIRS TEAM
35 BLEACHFIELD COURT, DUNFERMLINE
Gas meters • If you have a card meter remember to top it up regularly. • If you go into emergency credit you will need to put more money than usual in to get out of the red. • If you do run out of credit you must reset your meter after topping up.
36 YOUR HOME
LOOKING AFTER YOUR HOME
7. Looking after your home
Home safety For example: • Heaters fuelled by liquid As a tenant you must petroleum gas (LPG) eg. calor gas heaters are take all reasonable not permitted. precautions to prevent • Bicycles and motorcycles risks to yourself and to must never be stored on stairwells. others. These risks • Rubbish should always be include fire and disposed of properly, using explosions arising from communal or individual wheelie bins where the use or storage of any provided and never left on flammable or dangerous landings or within stairs. • Unattended rubbish can be substances in and around a health hazard and may your house. attract rodents, or could be a fire hazard if set alight.
DUFF STREET
37 Contents Gas safety insurance
For your own peace of mind, we If you smell gas please strongly recommend you take out phone Gas Emergency adequate insurance. Service immediately. 0800 111 999 Dunedin Canmore HA does not insure the Appliances such as boilers, contents of your home. cookers and gas fires owned by us will be serviced annually and You should insure against given a recognised and approved damage to your possessions gas safety certificate for the [furniture, carpets, clothing, forthcoming year. appliances, such as your TV etc] caused by fire, flood or break-ins The Government body for the or any other reason. control of gas is the Gas Safe Register. By law, only Gas Safe There are many contents registered engineers must carry insurance packages for tenants to out work on gas appliances or choose from. The Scottish installations in your home. All our Federation of Housing engineers carry identification as Associations has an insurance well as their Gas Safe Register service that offers discounted card. Please ask to see their rates to tenants. For more identification. information or to request a leaflet about the scheme please contact You must allow our engineers our housing team. into your home at the time the service is required. We will notify you well in advance when we are in your area.
38 Unfortunately despite the safety warnings some people make our Smoke detectors job more difficult by refusing access. The costs are in the Test your smoke and carbon region of £500 or more. monoxide detectors weekly; hold the button for a few seconds. The alarm should sound. If there is no Painted Gas Fire sound, contact our repairs team. casings/surrounds It is extremely dangerous to If you have a battery operated paint any part of your fire. smoke alarm please contact us Once heated the paint gives off and we will change it to a mains poisonous gases. Contact us operated one. immediately if you have a painted fire in your home. Bogus callers
Always ask for proof of identification and check it carefully – it must have a photograph of the caller on it. Never be persuaded or bullied to let someone inside your home or worry about seeming rude. If in doubt – keep them out!
If you do not allow us access, we will start court action and recover the costs from you.
39 Priority service Crime prevention register (PSR) You can get If you are disabled, have a chronic illness or are of retirement age, information on crime you can join your gas and prevention and electricity supplier's priority service register. As part of this community safety service, you can give your gas from the Scottish and electricity suppliers a Government's Crime password to be used by anyone they send round to your home. Prevention Unit on Contact your gas and electricity 0131 244 3995. supplier to join their PSR scheme. The line is open If you get your gas and electricity from different suppliers, you'll Monday to Friday, from need to register with both of their 9am to 5pm. PSR schemes.
OXGANGS
40 ADVICE ADVICE
8. Advice
They offer a confidential service Money and helping with any issues you may have with paying your rent. They benefits can provide information and assistance when applying for Our Welfare Rights grants and help with other debts Officers provide you may have. information and advice The social security system is on a number of benefit very complicated and it can be difficult for tenants to get full and money issues legal entitlement. Our team of ensuring tenants are not welfare rights officers offer missing out on social confidential advice on: security payments that • Disability Living Allowance, they may be entitled to. claims and appeals • Attendance allowance claims and appeals • Housing benefit claims and appeals • Tax credits • Pension credit • Jobseekers Allowance • Benefit overpayments and appeals against overpayment decisions • Appeals against withdrawal of incapacity benefit • Advice on what benefits can be claimed WELFARE RIGHTS TEAM • Help with applications forms
41 Money advice Appointments can be arranged by contacting us in person, email or telephone. Our Our Money Advice contact details are: service can help Dunedin Canmore Housing tenants in a number Association of ways. 8 New Mart Road Edinburgh EH14 1RL Tenants can speak in confidence Tel: 0131 478 8888 to a money advice worker, who is Email: welfare.rights@ employed by Citizens Advice dunedincanmore.org.uk Bureau but for convenience is based in the Dunedin Canmore office. The money advice worker For Money Advice: can help with applying for grants, Craig Henderson second hand furnishings to 0131 624 5572 assisting you with budgeting. Email: Craig.henderson@ dunedincanmore.org.uk If you need help with paying your rent, gas, utility bills, council tax, credit card bills, or other bills, the Independent money advice worker can provide advice about debt management, tenancy advice cheaper loans and budgeting. They will also speak to or write to companies on your behalf. Shelter Scotland and Normally tenants can be seen by Citizens Advice Bureau appointment in one of our offices, (CAB) can provide however if travelling to our office independent, confidential is not practical due to ill health or advice and information on mobility issues, a home visit can a wide range of housing be arranged. matters.
42 Energy advice • Fill your washing machine/dishwasher/tumble There are lots of things that dryer to full or use the half you could do straight away to load/economy selection help save energy, lower your • Don’t leave your mobile utility bills and cut your carbon phone on charge all night – it emissions. Best of all, these only needs a couple of hours cost absolutely nothing and • Switch electrical appliances only take a few seconds to do. off standby when not in use especially over night (e.g. See how many of the list you can TVs, DVD players, set top check off in your property today: boxes) • Switch your computer off when not in use, it does not • Close the curtains at dusk to use more energy to start reduce the amount of heat up and shut down than being lost through the normal running windows • Switch off at the plug socket • Set your heating timer appliances that have a correctly – only have the transformer (e.g. phone heating on when you need it. chargers, computers) as • Turn your thermostat down these use power even when by 1 degree not in use • Set the temperature on your • Use energy saving hot water cylinder lightbulbs. They will last thermostat to 60ºC longer and save you money • Always turn lights off when over the longer term. you leave a room • Only boil as much water as you need, (but remember to cover the elements, if you’re using an electric kettle)
43 Gas and electricity The 10 greener steps are:
suppliers 1 Recycle household waste using locally provided From the start of your tenancy facilities. you are responsible for your gas 2 Turn off the tap when and/or electricity supply, If you brushing your teeth. want to change the supplier for 3 Switch to using energy your gas/electricity it is worth saving light bulbs. shopping around. Most 4 Leave the car at home and companies offer special rates to walk, cycle, use public people on low incomes. transport or car share once a week instead. 5 Use rechargeable instead 10 green steps to of disposable batteries. 6 Re use carrier bags when a smaller footprint you shop. 7 Buy more seasonal and To help tackle climate change and unpackaged food. protect the environment for 8 Hang your washing up to future generations, the Scottish dry rather than using a Government is encouraging tumble dryer. people to adopt 10 simple steps 9 Organise or volunteer in an to cut their carbon footprint and environmental project in contribute to a greener Scotland. your local community. 10 Avoid flying where there’s a suitable alternative, and pay back the environmental impact of any flights you have to take.
44 ENDING YOUR TENANCY YOUR TENANCY ENDING MCLEOD STREET 9. Ending your tenancy
Ending the tenancy If you want to move out of your house, you must let us know and you must give us 28 days notice in writing. If you don’t want to write a letter, you can complete a Termination What happens of Tenancy form. next?
You can phone us to When you tell us you want to request a form or you leave your house, your housing can download one from officer will write to you our website at www. confirming the date the tenancy ends and make an appointment dunedincanmore.org.uk to visit you. We will be visiting to make sure that the property is in a good condition. We will let you know if you have to decorate or carry out any repairs before you leave. If you are required to carry out repairs and you fail to do so, we will do the repairs and charge you the full cost.
45 Before you leave, • All carpets/laminate flooring to be lifted, unless your you must: housing officer has agreed • Allow the housing officer to you can leave them. inspect your property. • Any damage has been • Pay all rent and monies to us. repaired to a condition • Return all keys/fobs for the acceptable to us. property and stair to us on or • Make arrangements to before the day your tenancy re-direct your mail. ends with a note of your new • Remove all your furniture address and telephone and personal belongings, number. including items in the • Let Housing Benefit and loft space. Council Tax know you are moving. • Leave the decoration in Relationship good order. • Leave the property clean breakdown and tidy. • Re-fit door closers if you have Sometimes a relationship with removed them. your wife/husband/partner breaks • Put back original lights/ down and you may decide you sockets/switches/smoke can no longer live together and a alarms/CO detectors. decision will have to be made • Leave the garden tidy and about who will stay in the home. ensure sheds are cleared. • Take final meter readings. Let us know if one of you is • Leave electric keys and gas thinking of moving out of the cards in the property. home or if one of you decides to • Let us know the name of your move out. You need to be aware gas/electricity supplier. about your rights in law and • Any alterations you have your rights and responsibilities made have been reinstated relating to the tenancy before unless it has been agreed in one of you leaves. writing by the Association that they may be left.
46 We have a very useful leaflet which explains your rights and Death of a tenant we will be happy to send one to you or you can download one The tenancy ends if a tenant dies. from our website at Certain people who live with the www.dunedincanmore.org.uk tenant have rights to take over You may also want to consider the tenancy, this is called getting advice from a solicitor or succession. The rules governing local CAB office. succession are set out by law.
If the person moving out is a sole The tenancy may be tenant or joint tenant, you must succeeded by: speak to us as you will have to arrange to end the tenancy legally. • Your husband or wife OR You will need to tell us in writing. • The other joint tenant OR • Your co-habitee OR We cannot force a sole or joint • Another member of your tenant to end their tenancy if you family who was living with cannot agree who is to move out you OR and you may have to apply to the • A live-in carer court to have the tenancy transferred into your name. In these cases, we strongly In all cases, the house can recommend you get legal advice. only be succeeded to if: If a joint tenant leaves the house • The person lived without telling us and is no longer permanently with the tenant in contact with the remaining at the date of death tenant, we can take action to end • The house is their only home the tenancy of the absent tenant. • They are at least 16 years We have to go through an of age abandonment process and this can take a few months. Please contact us for further advice. Succession can only ever happen twice.
47 You will be charged rent up to the Abandoning your date that the tenancy ends You will be charged for the tenancy storage of your belongings We will try to trace you and take action to get you to pay any If we have reasonable money you owe us. grounds to think you are If you are going to be away from living somewhere else your property for more than 28 or you have left your days, it is important that you home without telling contact us before you go. If you us, we can take action do not do this, we may think you have abandoned your property and end your tenancy and we end the tenancy without going to court.
We will deliver a “Notice of Moving on Abandonment” to your house. This will tell you that we think you If you find that your home no have abandoned your house and longer suits your needs, we gives you 28 days notice to may be able to help you. contact us. There are several ways you can If you haven’t contacted us within go about moving house if you are 28 days, we serve a second our tenant whether it’s a different notice, this ends your tenancy. size or in a different area.
We will change the locks and discard anything you have left behind if they are in a poor condition or unhygienic condition. We will store items of value if it is greater than the cost of storing.
48 There are two types of form, one for Edinburgh (Edindex) and one for outside Edinburgh. Please make sure you complete the correct form.
If you want to be re-housed in Edinburgh, you will need to bid for our properties through Key to Choice. Properties are advertised weekly in the Evening News (Monday edition) or at www. keytochoice.scotsman.com You can only bid once your Edindex application has been registered Transfer and you have received your registration number.
A transfer is when you For outside Edinburgh, your application will be assessed and are re-housed by us in a you will be placed on our property more suited to transfer list. We will contact you your needs. when we are able to consider you for a property. If you want a transfer, you will need to fill in an application form. You can get one from our Exchange reception, or by telephone, or by You can swap your home with requesting or downloading on our another Dunedin Canmore website at tenant or with a tenant of any www.dunedincanmore.org.uk council, housing association or co-op in the UK.
49 You must find the person to swap with and you can do this by: Domestic
• The Edinburgh House violence/abuse Exchange website is designed to bring together If you are threatened with or are tenants who are looking to subjected to violence from a swap with another person. member of your household or an You can register free for the ex partner, you can get help. House Exchange service at www.edinburghhouse Contact the housing team for exchange.org.uk You do advice or if you are in an not have to live in Edinburgh. emergency situation out of office • You can advertise in the hours, contact your local council press. emergency number or the Scottish Domestic Abuse You must not move without our Helpline on 0800 027 1234. permission and we will only normally agree if: Your rights • You have no rent arrears or owe us any other monies. Relationship breakdown • The exchange will not result Sometimes a relationship breaks in over crowding or under down. Your rights to remain in a occupying our property. home that you share with a • We get a satisfactory partner will vary depending on the reference from the landlord legal status of your relationship. of the person you are exchanging with. See page 46 – Ending your Tenancy or a leaflet is available If you require further advice or giving further advice. You can get information on transfers and this leaflet by calling the housing exchanges please contact our team on 0131 478 8888 or allocations team on 0131 478 visiting our website on 8888 or email allocations@ www.dunedincanmore.org.uk dunedincanmore.org.uk
50 USEFUL NUMBERS NUMBERS USEFUL WALLYFORD, EAST LOTHIAN 10. Useful numbers
GENERAL Dunedin Canmore Housing Association 0131 478 8888 Gas Emergency Service (Emergency Gas Leaks) 0800 111 999 Scottish Power (Loss of Supply/Emergencies) 0845 27 27 999 Scottish Water 08457 600 8855 Scottish Public Services Ombudsman 0870 011 5378 Social Care and Social Work Improvement Scotland (SCSWIS) 0845 603 0890 Scottish Domestic Abuse Helpline 0800 027 1234 National Debtline 0800 808 4000 Energywatch Independent Watchdog for Gas and Electricity Consumers 0845 9060708 Job Centre Plus (to make a new claim for benefit) 0800 0556688 Job Centre Plus (to check on existing claim) 0845 608 8630 Pension Service (for pension and pension credit claims) 0845 6060265 Tax Credits 0845 3003900 Crisis Loans 0800 8576716
51 EDINBURGH City of Edinburgh Council 0131 200 2000 Housing Benefit/Council Tax 0131 469 5000 Environmental Services 0131 529 3030 Dog Warden Refuse Collection Special Uplift Abandoned Cars Rapid Response (City of Edinburgh Council) 0808 1003366 Social Work Department (Social Care Direct) 0131 200 2324 Police 0131 311 3131 Citizens Advice Bureau Advice Only 0131 557 1500 Appointments 0131 558 3681 The Advice Shop (Arrears/Benefit Advice) 0131 225 1255 Edinburgh Community Mediation Service (Problems with Neighbours) 0131 557 2101 Grapevine (Disability Information Service) 0131 475 2370 Community Advice and Help Initiative (CHAI) 0131 442 2100
52 WEST LOTHIAN West Lothian Council 01506 776 800 Housing Benefit/Council Tax 01506 776 800 Environmental Services 01506 775 000 Social Work Department 01506 282 252 Special/Bulk Uplifts 01506 776 800 Police (Livingston) 01506 431 200 West Lothian Advice Shop 01506 776 444 West Lothian Mediation Service (Problems with Neighbours) 01506 775 000 Citizens Advice Bureau 01506 432 977
FIFE Fife Council 01383 602 388 Housing Benefit/Council Tax 08451 551144 Environmental Services 01383 602 388 Social Work Department 01383 609 111 Special/Bulk Uplifts 01383 602 388 Police 0845 6005702 Fife Community Mediation Service (Problems with Neighbours) 01592 567 001 Citizens Advice Bureau 08451 400 095
53 MIDLOTHIAN Midlothian Council 0131 270 7500 Environmental Services 0131 271 3336 Housing Benefit/Council Tax 0131 271 3201 Social Work Department 0131 270 7500 Special/Bulk Uplifts 0131 561 5284 Police 0131 311 3131 Citizens Advice Bureau (Dalkeith) 0131 660 1636 Citizens Advice Bureau (Penicuik) 01968 675 259 Midlothian Mediation Service (Problems with Neighbours) 0131 271 3641
54 EAST LOTHIAN East Lothian Council 01620 827 827 Environmental Services 01620 827 827 Housing Benefit/Council Tax 01620 827 827 Social Work Department 01620 827 827 Special/Bulk Uplifts 01875 824 305 Police 0131 311 3131 Citizens Advice Bureau (Musselburgh) 0131 653 2748 Citizens Advice Bureau (Haddington) 01620 824 471 East Lothian Mediation Service (Problems with Neighbours) 0845 601 8518
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DUNEDIN CANMORE HOUSING ASSOCIATION LTD Scottish Charity No. SC034572 Industrial & Provident Society 1823R(S) Registered with the Scottish Housing Regulator. HAL 116 A Member of the Scottish Federation of Housing Associations
8 New Mart Road, Edinburgh EH14 1RL Tel: 0131-478 8888 Fax: 0131-624 5766 www.dunedincanmore.org.uk