Tenants Handbook 2

This document is available on request in Braille, Tape, large print and various computer formats, DVD and community languages.

Moving In

Join Colin and Karen been involved in the full as they move into production by visiting their new home and Subtitled and British discover how useful Sign Language versions the Tenant Handbook of both “Moving In” and really is. Visit https:// Making “Moving In” are www.youtube.com/ also available at https:// watch?v=EOYJhfCgQV4 www.youtube.com/user/ to view ‘Moving In’. southayrshire/videos

Making You can pick up a copy of ‘Moving In’ on a DVD Moving In at our Customer Service Centres or alternatively Why not watch some by contacting our Tenant behind the scenes footage, Participation Team on on how we made ‘Moving 01292 612968 or by email In’ and how tenants in at tp@south-.gov. have uk to request a copy. 3

4-5 Welcome 6-7 Customer Services 8-9 Online Services 10-11 Moving in 12 Your Tenancy Agreement 13-15 Your Housing Service 16-17 Your Neighbourhood 18-19 Waste and Recycling 20-21 Living in a Flat 21 Anti Social Behaviour 22-33 Repairs 34-36 Looking After Your Home 37-43 Rent and Money Matters 44-51 Safety and Security 52-57 Getting Involved In Tenant Participation (TP) 58 Scottish Housing Regulator 59 Elected Members (Councillors) 60-61 How to Complain 62-65 Housing Options/Adaptations 66 Ending your tenancy 66 Thanks 4

Welcometo your new home. 5 5

Your Landlord South Ayrshire Council strives to provide you with the best possible level of service during your tenancy. This handbook was produced along with involved tenants to make sure the information is relevant and helpful. It contains information about the housing services we provide, useful links, contacts and your rights and responsibilities as a tenant of South Ayrshire Council. It will also provide you with advice regarding any issues you may have with your tenancy and signpost you to the correct service should your issue not be resolved by using the information in the handbook.

We hope you find this handbook useful and informative. We have tried to include as much information as possible to help you with your tenancy and settling into your new home. If you require any further information you can visit our website at www.south-ayrshire.gov. uk/housing or you can contact your Local Housing Officer. South Ayrshire Council’s Housing Service values your feedback and suggestions and provides a range of opportunities for you to influence the services you receive. Find out more on pages 52-57.

Thank you for South Ayrshire Council tenants and officers worked together during 2015/2016 to choosing South produce this updated version of the Tenants Handbook. The information available gives Ayrshire Council general advice only. It is not a statement of as your landlord. law as circumstances can vary. 6

Customer Services

Getting in touch By Phone The Council’s main contact number is 0300 123 0900 and you should use this number to contact us unless we state otherwise within this handbook. 0300 123 0900 7

In person Visit one of our 5 customer service here for you centres that provide easy access to information, assistance and advice on a full range of Council services. • Housing enquiries, repairs and Customer payments Service • Council Tax enquiries and payments • Access to money advice and welfare Centres rights • Verification of benefits supporting documents The Wallace Tower • Clothing grant and free school meal 172-176 High Street applications Ayr KA7 1PZ • Parking permits • Leisure bookings and payments • Blue Badge applications and collections 2-6 The Cross • Waste enquiries and special uplifts Prestwick KA9 1AN • Reporting issues: cleansing, dog fouling, fly-tipping, graffiti • Births, deaths and marriages • Building Standards and Planning 17- 19 Knockcushan Street applications Girvan • Licensing applications KA26 9AG • General Council information Municipal Buildings South Beach Our office opening hours are; Troon Monday - Thursday: 9am - 4.45pm and KA10 6EF Friday: 9am - 4pm. By E-mail 64 High Street E-mail addresses for services are Maybole detailed in the relevant section of the KA19 7BZ handbook. 8 Online Services

You can contact us online by visiting our website at www.south-ayrshire.gov.uk/contact South Ayrshire Council provides a range of online services to enable those who have access to the internet to make a payment, report a problem or request an application at any time of the day. 9

Pay it online Apply for it online Visit www.south-ayrshire.gov.uk/pay/ Visit www.south-ayrshire.gov.uk/ apply/ This 24 hour secure internet payment service provides you with a You can request a range of convenient method to pay using most applications for Council services using major credit or debit cards. You can the online facility. Some applications use this service to pay the following: are available for you online and others • Council Tax will be posted on receipt of your request. The applications you can • Housing Rent request include: • Housing Benefit Overpayments • An application for Council Housing • Home Contents Insurance • An application for a Lock-up • Parking Fine • Garden Maintenance Scheme • Mutual Exchange

Report it online www.south-ayrshire.gov.uk/report/ A range of online facilities are available for reporting a variety of different problems 24 hours a day. Some examples of the problems you can report are: • Housing issues including repairs (Do not use the online reporting facility for emergency repairs. Call 0300 123 0900) • Anti social behaviour • Pest problems • Light or noise pollution Keeping you informed • Missed bin collections We have a duty as your landlord to keep you updated. Look out for our • Street lighting faults Tenants Newsletter which is issued • Road faults of any kind three times per year and posted to • Dog fouling each Tenancy. You can also follow us on Facebook for the most up to date • Fly tipping information by searching for SAC • Forestry/tree issues Housing Services on your Facebook search bar. For more information on our newsletters see page 57. 10 Moving in

Now that you have signed the paperwork for your new home there is a lot to organise before you are settled in. Hopefully the following checklist will help you to get started. 11 Checklist Item Location

2 keys for the main entrance door

A key or fob for the security door (if applicable)

A key for the bin store/communal bins (if applicable)

Checked all keys work properly

A key for my gas and/or electricity meters (if applicable)

Set my heating timer switch

Checked the location of my stopcock

Organised my rent payments

Gas Mains Handles

Surestop Switch (if you have one)

Consumer Unit (Fuse Box)

Mains Water Stopcock

Housing Officer A Housing Officer from our Housing Management Team will make contact with you approximately 6 weeks after you sign your tenancy agreement. This is to arrange a visit to discuss any problems you have experienced while settling into your new home. You can contact your Housing Officer at any time if you have any queries about your tenancy or your estate. A Housing Officer from our Housing Revenue, Arrears and Support Team can help you deal with any problems you are having paying your rent. 12

Your Tenancy Agreement

At the beginning of your tenancy you The topics covered within signed a Tenancy Agreement which the Tenancy Agreement are: is a legal agreement between you and your landlord, South Ayrshire • Details of your rent charge and the Council. You have been given a copy importance of paying your rent of this document which details your • Use of the house and the responsibilities as a tenant and the common parts Council’s responsibilities as your landlord. • Respect for others – being a Tenants of South Ayrshire Council good neighbour usually have a Scottish Secure • Sub-letting, assignation and Tenancy (SST) but some tenants are exchange of your tenancy* issued with a Short Scottish Secure Tenancy (SSST). The main differences • Repairs, maintenance between these two tenancy types are improvement and alterations in relation to security, succeeding to • Information and consultation a tenancy (where a tenant has died) and housing support. The Council • Complaints will tell you if you have a SSST. • General provision • Ending the tenancy • After the tenant’s death

*Please ensure that you notify the Housing Service directly of any changes to the people living in your home. Failure to do so can affect assignations, sub-letting, succession and joint tenancies. 13

Your Housing Service

You can contact your More than half of these homes Housing Service by are located in Ayr, , calling the Council’s , , and are managed by Ayr Housing Customer Contact Centre Management Team. Approximately on 0300 123 0900. 1700* are managed by the South Ayrshire Council’s Carrick Housing Management Housing Service currently Team (covering Girvan, Maybole, owns and manages over 8,000 North and South Carrick) and rented homes within the local approximately 1700* are managed authority area. by the Kyle Management Team (covering Prestwick, Troon, Dundonald, Loans, Symington & Monkton).

*figure correct at time of print 14

Housing Revenue, Arrears and Support Teams The Housing Revenue and Arrears Teams provide services to tenants living in the Ayr, areas that are having difficulties paying their rent.

Riverside House, 21 River Terrace, Ayr, KA8 0AU 17/19 Knockcushan Street, Girvan, KA26 9AQ Email: [email protected]

Ayr Housing Management Team Riverside House, 21 River Terrace, Ayr, Kyle and Carrick Ayr, KA8 0AU Housing Management Email: [email protected] Teams Kyle Housing Management Team The Housing Management Municipal Buildings, South Beach, Teams provide estate and Troon, KA10 6EF tenancy management services to tenants. This includes Email: Kylehousingmanagement@ dealing with complaints of south-ayrshire.gov.uk anti-social behaviour, breaches Carrick Housing Management Team of tenancy agreement and the allocation of Council housing. 17/19 Knockcushan Street, Girvan, KA26 9AQ Email: Carrickhousingmanagement@ south-ayrshire.gov.uk 15

Housing Options and Support This team provides housing options advice for people who are in need of housing, who would like to move to another house and those who are in need of a move to more suitable accommodation. Assistance is available for Repairs - Property households who are threatened Maintenance with homelessness or who are already experiencing Council housing repairs homelessness. This team also are managed by Property manages housing applications Maintenance (further for people who live in Ayr and information is available in the surrounding villages. the Repairs section of this handbook Page 22).

Housing Options and Support Team 80/88 Kyle Street, Ayr, KA7 1RZ Email: HousingOptionsTeam@south­ ayrshire.gov.uk

Repairs see page 22 16

It is now compulsory by law to have your dog microchipped Your Neighbourhood

Garden Maintenance Keeping Pets When you signed your tenancy If you have a pet your tenancy agreement you agreed to keep agreement requires you to be any garden attached to your considerate and keep your property neat and tidy and animal under control. The Council free from rubbish and other can take action against you if unsightly items. your pet causes a nuisance. Certain animals are classed as Garden Maintenance dangerous wild animals and Scheme require a licence. We do not allow you to keep such an animal The garden maintenance in our property. scheme is a grass and hedge cutting service for elderly and disabled tenants who need Getting involved in your assistance to maintain their neighbourhood garden. This service is provided See page 52 for information. during the summer months. Visit a Customer Service Centre or call 0300 123 0900 to apply. 17 17

You must not keep dogs as pets if you to identify offenders and issue them live in a multi-storey property where with a fixed penalty notice. At the time there is a lift unless it is an assistance of printing, the fine for not bagging and dog. binning dog waste is £80, rising to £100 if payment is not made within 28 days. You may keep a pet provided that: You can report irresponsible dog owners • Keeping your pet is not prohibited who do not pick up dog waste online at by the Dangerous Dogs Act 1991, or www.south-ayrshire.gov.uk/report/ or by any other law by calling 0300 123 0900. • You are responsible for the Dogs which jump up on or race towards behaviour of any pets owned by you you are sometimes simply being over- or anyone living with you friendly or exuberant. However, this can • You take all reasonable steps to alarm people – children in particular. supervise and keep such pets under If you fail to control your dog, or if it control is a menace to people or other dogs • You take all reasonable steps for example, you could receive a Dog to prevent such pets causing Control Notice (DCN), which may nuisance, annoyance or danger to require you to keep your dog on a lead your neighbours – This includes or have it muzzled in public places. fouling or noise or smell from your Failure to comply with a DCN is an domestic pet offence where your dog can be taken away and/or destroyed. • You must take reasonable care to see that such pets do not foul or If your dog tries to bite or attack people, cause damage to the house, your you could be prosecuted under the neighbours property, anything Dangerous Dogs Act 1991. This is a belonging to the Council or police matter and you could face being anything the Council are responsible reported to the Procurator Fiscal. for, such as the common parts A barking dog is not only alarming • The Council is entitled to require for children, some people and other the removal of the pet if causing animals; it can also annoy passers-by nuisance or damage or neighbours. If your barking dog is causing a nuisance for your neighbours, • The tenant is responsible for they can raise an action under the cleaning up dog faeces Civic Government () Act 1982 against you. And if the barking is You, Your Dog and the Law considered a noise nuisance, we can serve a notice on you – and you could Most dog owners and walkers are receive a Fixed Penalty Notice fine of responsible people, keeping dogs under £100 if you don’t comply. proper control when out for a walk and bagging and binning dog waste. Please report stray dogs to the dog However there are some who don’t and warden by calling 0300 123 0900 or the Council have an enforcement team The Scottish SPCA on 03000 999 999. who are out and about in communities 18

Waste and Recycling

Bin Collection Calendar You can view and print a copy of your bin collection calendar online at www. south-ayrshire.gov.uk/bin-day Make sure that the correct items go into the correct bins. To find out what items should go in each bin please visit www.south-ayrshire.gov.uk/ household-waste/ or alternatively call The majority of households in 0300 123 0900. South Ayrshire are provided Please ensure that bins are properly with multiple bins as part closed when placing them at the kerb of the Council’s kerbside as they may not be picked up if open. collection service. Once the bins have been emptied by Waste Management please ensure You can access more detailed that you remove your bin from the information at www.south­ kerbside as soon as possible. ayrshire.gov.uk/waste/ or by contacting the Council. 19 19

Bulky Uplift If your items are not re-usable, you can arrange a bulky uplift by calling The Bulky Uplift service is for the the Customer Contact Centre, collection of large waste items or visiting your local Customer Service garden waste that cannot fit into a Centre or by making an online domestic wheeled bin. booking at www.south-ayrshire.gov. If the item is in a good re-usable uk/bulkyuplifts/ condition please consider donating the item and minimising landfill waste The price for a bulky uplift is £20 for by calling the National re-use phone the first item. You can add further line on 0800 0665 820 or for more items to this at £2.50 per item up information on the service visit the to a value of £35 total (including website at www.recycleforscotland. the original item at £20). You com/re-use/national-re-use-phone- can find out more information by line. It is a free collection service visiting www.south-ayrshire.gov.uk/ and you will be benefitting your bulkyuplifts/ or visiting your local local community and charitable Customer Service Centre. organisations.

*figure correct at time of print

Food Waste Recycling Caddies All Tenants living within South Ayrshire will have two distinctive silver recycling ‘caddies’. Food waste is placed into the small caddy that can be kept on your If you see anyone dumping kitchen worktop, which is then rubbish illegally please transferred into the larger outdoor caddy. The outdoor caddies are report it by calling then emptied by the Council every 0300 123 0900. week. All food waste – cooked and uncooked – can be put into the caddies, even bones. Fly Tipping Most people dispose of their waste Assisted collection using proper and safe routes, but there are others who choose to tip If you have difficulties taking their waste in the countryside, or on your bin out we may be able to other people’s land. This is fly-tipping. assist you. To request an assisted Fly-tipping is the illegal disposal of collection please contact 0300 waste. If you see anyone dumping 123 0900 or visit your local rubbish illegally please report it by Customer Service Centre. calling 0300 123 0900. 20

Living in a Flat

Noise Security Doors Tenants living in flats or You should always ensure the maisonettes should be aware security door in the communal that noise will travel between close area is locked behind you properties. The household below when leaving or returning to your may hear you walk across the floor home. This will create a safer and neighbours are likely to hear environment for all households noise from your television and living within the block and can other household appliances. It is prevent crime from occurring within important to treat your neighbours your building. with consideration and respect Tenants and residents should only and keep the volume of sound allow access to other people who from music systems, radios and live within the block and to their televisions at a reasonable level. own visitors. You should not allow When you use your washing access to anyone on behalf of your machine please consider your neighbours (unless you have been neighbours, the time of day and given permission by them to do so). the length of the wash cycle. Your visitors should be reminded to ensure the security door is locked behind them when they leave. 21 Common Areas – Close/Bin these bins to be placed by the kerbside. Areas/Drying Areas/Stairs South Ayrshire Council will collect them from the bin area. It is important to ensure that all common areas are kept clear from Some blocks of flats in South Ayrshire obstructions at all times. Any items left also have a communal drying area in these areas will cause a hazard in the internally within the block. This area event of an emergency. must be used for this purpose only and should not be used as a general You are required to take your turn to storage area. sweep and wash all common areas including the bin area. Firstly find out from your neighbours if there is a set rota and if not discuss preparing a rota for everyone living in your building. If you are having any difficulties contact your Housing Management Team. Some blocks of flats in South Ayrshire are provided with communal bins rather It is important that you are than multiple bins per household. This is considerate to your neighbours because there is limited storage space and think about how your actions for bins. There is no requirement for may affect other people living around you.

Anti Social Behaviour

South Ayrshire Council believes that There may be other anti-social actions everyone should enjoy peace and quiet which do not appear in the list. If you in their own home, and should not be are unsure if an action is considered to distressed by the behaviour of others, or be anti-social you should contact your feel unsafe. local housing office for advice. However there are a range of actions It is important that you are considerate that are considered to be anti social to your neighbours and think about how behaviour and often cause distress and your actions may affect other people alarm. These actions can also lead to living around you. neighbour disputes. You are responsible for the behaviour • Loud music/parties of yourself and anyone else in or • Shouting and swearing visiting your home. • Vandalism/Graffiti Anti-Social behaviour is a breach of • Violence or intimidating behaviour your tenancy agreement and may • Drug dealing from a property result in legal action to evict you. • Harassment If you are affected by any of the actions listed here you should contact us immediately. The Council has a range of methods available to tackle anti-social behaviour. 22

Repairs

EMERGENCIES It is important to know where the following items are in your home. By locating these items you will be prepared for an emergency in your home.

MAINS GAS CONSUMER UNIT / HANDLE FUSE BOX

off Mains switch 23

Dealing with a burst pipe: • Turn off your water at the stopcock or the surestop switch if you have one • Turn off your heating system • Turn off your electricity (DO NOT TOUCH ELECTRICS IF THEY ARE WET) • Open every tap to drain the system • Report the burst pipe by calling 0300 123 0900

DID YOU KNOW? If you experience a power Dealing with a smell of gas or cut your fridge and freezer gas leak: will keep items cool and • Do not smoke or use anything frozen for up to 12 hours, electrical until you know it is safe as long as the freezer is to do so not opened. • Turn the gas off using the mains gas handle and open the windows • If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, Dealing with electrical fittings or please call the free National Gas appliances flickering, sparking, emergency line immediately on giving shocks or with no power: 0800 111 999 from a telephone outside your home • Turn the mains switch OFF at the consumer unit • Report the problem by calling 0300 123 0900 24 Reporting a repair When you contact South Ayrshire Council to report a repair, it is essential that you give accurate and honest details of what is wrong so that your repair can be carried out satisfactorily and on time.

You will also need to provide the information below: • Your name, address and contact telephone number • The times when you are usually available to allow access

Questions to consider before reporting a repair: • What is the problem? • Where is the problem? • Can it still be used? • Does it appear to be dangerous?

You can report a repair by: • Calling the Councils Customer Contact Centre on 0300 123 0900 • Online at www.south-ayrshire.gov. uk/report/ Follow the Report a Council A repair number will be housing issue link (non-urgent given to you at the time repairs only) of reporting your repair • Visiting your local Customer which you should keep Service Centre for future reference. If you are not provided with a job number then please ask for one. 25

Repair categories

Response Category Description Time

Situations where there is a risk to personal Make safe Emergency health and safety or could lead to serious within 4 structural damage. hours

Situations where there is no emergency but 3 working Urgent the risk is sufficient for the work to be carried days out in a shorter time than a routine repair.

20 Situations that do not seriously interfere with Routine working the comfort and convenience of the tenant. days

Repair Appointment Appointments are available to tenants (a.m. or p.m.) who are reporting routine repairs for internal works only (this excludes plaster repairs). Tenants who report an internal problem which is categorised as an urgent repair also have the option to request a routine Right to Repair appointment if this is more Legally you have the right to have convenient. certain repairs carried out by your A morning or afternoon landlord within a set timescale. This appointment can be requested is called the Right to Repair scheme. and can also be re-arranged if The scheme covers certain repairs up the date and time is no longer to the value of £350. These repairs suitable for you. are known as ‘qualifying’ repairs. 26

Right to Repair The repairs that come under the If South Ayrshire Council fails to start scheme include: the repair on time you may instruct • Unsafe power or lighting sockets or another listed and approved contractor electrical fittings to carry out the repair instead (you • Loss or part loss of electric power must contact us before doing so). • Loss or part loss of gas supply Listed and approved contractors can be viewed using the Trusted Trader • External windows, doors or locks Scheme set up by South Ayrshire which are not secure Council. The scheme is a directory of • Loss or part loss of space or water local businesses that have been vetted heating if no alternative heating is by Trading Standards and who made a available commitment to treat their customers • Toilets which do not flush (if there is fairly. It is based on customer experience no other toilet in the house) and customer feedback. Members of the scheme ask their customers • Blocked or leaking foul drains, soil after a job is completed to provide stacks or toilet pans (if there is no feedback on what they thought of the other toilet in the house) job and the feedback is published on a • A blocked sink, bath or basin ‘Trusted Trader’ independent website. • Loss or part loss of water supply The feedback can be used by other • Significant leaking or flooding from a customers to help choose a tradesman. water or heating pipe, tank or cistern For more information on Trusted • Unsafe rotten timber Trader or advice on problems with • Unsafe access to a path or step buying goods and services, call Trading • Loose or detached banisters or Standards on 0300 123 0900 Ayr handrails or visit www.south-ayrshire.gov.uk/ trusted-trader/ • A broken mechanical extractor fan in a kitchen or bathroom which has no If you report a repair that qualifies external window or door under this scheme the Council will tell you the maximum time allowed to carry out the repair, the last day within the timescale for completion of the repair and your rights under this scheme.

Remember to ask for a job number! 27

Chargeable Repairs If repairs are required to your home because of damage caused by you, or someone who was visiting you, we will recharge you for the cost of the work. If the Police or another emergency service force entry to your home because you refused to allow access, we will also charge you for Planned Maintenance the cost of the repair. The Housing Service undertakes a If you have been a victim of house programme of planned maintenance breaking or vandalism you must every 5 years to prevent the fabric contact the Police and report the of your home from getting in a poor incident (remember to ask for an condition. This includes painting incident number). We will carry outside woodwork, gutters and out the necessary repairs at no drainpipes periodically and repairing cost to you if you provide a crime any defects identified while carrying incident number from the Police. out this work.

Modernisation A proportion of the rental income received by the Housing Service is used to improve Council houses. This can include replacement of Kitchens; central heating, bathrooms, supplying loft insulation, additional smoke detectors, installation of ventilation systems (to prevent damp and reduce condensation) and rewiring of electrics. The Housing Service will notify you when your home is due to be partially or fully modernised. They will give you notice of the work and provide information to allow you to make preparations. A survey will be carried out before the work begins to identify what elements of your home need to be improved. The Scottish Housing Quality Standard (SHQS) is the Scottish Government’s principal measure of housing quality in Scotland. The SHQS is a set of five broad housing criteria which must all be met if the property is to pass SHQS. These criteria comprise of 55 elements and nine sub-elements against which properties need to be measured. Each year the Council sets a programme of capital investment to undertake internal modernisation or external work to properties to ensure that this standard is met and houses are maintained. 28

The Housing Officer will identify at the initial survey if the tenant requires to be provided alternative accommodation whilst the work takes place. If decant accommodation is Arrangements will provided, the Housing Officer will provide all necessary information be made in advance on the arrangements. for the removal & storage company to attend on the moving day. 29 29

Permission for Alterations and Improvements Before making any alterations or improvements to your home you must first request our written permission.

This includes: • Alterations to the internal structure • Improvements (excluding internal decoration) Further information is available • Extensions in your Tenancy Agreement. You • New fixtures and fittings may also need to apply to other (bathrooms, kitchens, central departments of the Council to heating or other fixed heaters, receive planning permission and double glazing, external aerials a building warrant for certain and satellite dishes) alterations (if you are uncertain • Putting up a garage, shed or always contact your housing other structure officer for advice). • Painting of the outside of the house • Laminate Flooring

Some useful contacts

South Ayrshire Council Website www.south-ayrshire.gov.uk

Trading Standards www.south-ayrshire.gov.uk/tradingstandards/

Trusted Trader www.south-ayrshire.gov.uk/trusted-trader/

Council’s Customer Contact Centre 0300 123 0900

National Gas Emergency Line 0800 111 999 30

Who is responsible for repairs? 31

The list shown on pages 32 and 33 details what South Ayrshire Council is responsible for maintaining and what you as the Tenant is responsible for maintaining.

South Ayrshire Council is responsible for making sure your home is windproof and watertight and we must maintain the fixtures and fittings that supply gas, electricity, water and drainage. You are responsible for cleaning and caring for the inside of your home, including the decorating. You are also responsible for some minor repairs. You are also responsible for Your contents insurance any repairs needed as a result of damage caused by you or a policy should cover member of your family or any accidental damage. South invited guest, even if the damage Ayrshire Council can was accidental. provide contents insurance. If you would like to apply please contact your local housing office. 32 Who is responsible = Council Council or tenant = Tenant

Bath Toilet Pan Wash hand basin Shower Units provided by council Extractor fans (cleaned and maintained)

Bathroom Bathroom Circular Lighting Toilet Seat Shower Unit Fitted by Tenant

Gas fired system with radiators (Including fires fitted by Council) Solid fuel systems (Including parts for solid fuel fires) with radiators Chimneys and flues Coal Bunker Electric storage system (including panel heaters) Electric fire fitted by council Chimney sweeping Fireplace tiles Central Heating Heating Central Systems fitted by yourself (Systems fitted with written approval from the council will normally be maintained after installation guarantees have expired)

Mortice Locks Outside doors (including doors to flats within closes) Door bell (Except communal door entry system) Door chain Door Nameplate Doors Glass on inside doors and screen Inside doors (Including handles, locks etc.) Keys

Blocked sink, wash hand basin, bath or toilet Domestic cold water supply Hot water supply Down Pipes (Rain and Soil) Drains

Plumbing Gutters Sink plugs and chains Washing machine fittings 33

Cooker Socket Sink top (Bowl and drainer) Extractor fans (Cleaned and maintained) Strip lighting Kitchens Kitchens Kitchen Units (including work tops)

Ceilings Damp proof course Floors Outside work Roofs

Stone Skirting boards (Only applicable to some properties) Roughcast Plastering Stairs Steps to entrances Walls Sash cord (ropes) for windows Structure Structure Sills Window catches Window frames Window handles Window locks fitted by Council

Skirting Boards (and other inside woodwork unless there is a problem caused by the structure of your home).

Glass in windows (unless you can show that the glass was broken by vandals)

Clothes line posts Boundary fences Footpaths Gates Outside decoration (normally done every five years) Ranch type fencing Door to lock-ups (including locks)

Other Fences between gardens Inside decoration (including wall tiles) Sheds Timber garages Keys for lock-ups Floor coverings 34 Looking after your home 35

Identifying Dampness and Condensation If a house is not properly ventilated, you may have problems with dampness and condensation. You can improve ventilation in Problems often happen if airbricks your home by: (large bricks with holes through • Checking and cleaning air bricks them) are blocked up. Airbricks • Using an extractor fan in the are important because they kitchen and bathroom ventilate the spaces above and below the floor. • Opening windows when cooking or washing • Drying clothes outside • Venting tumble dryers externally

Condensation When moist air comes into contact Condensation often shows as a dark with a cool surface, water droplets patch of mould next to the ceiling, or form. This is the same effect as next to the skirting, and especially in when you breathe on a mirror or corners. Mould growth can happen in a window - the glass mists up and any room, but bathrooms have most drops of water trickle down. Moist condensation of all and problems air is produced all the time through often occur in bedrooms and hallways. our day-to-day activities such as cooking, drying clothes, showering Mould spores normally cause no harm and even breathing. This air can because the concentration in the air travel through our homes and is very low. However, on some rare cause condensation if it comes into occasions breathing in spores can contact with a cool surface like a trigger asthma attacks so it is very window or an outside wall. important to deal with mould patches as soon as possible. 36

Roof slates can break or come loose, especially in bad weather so you should check them regularly. After a storm or bad weather, check the area around your home. If you discover any fallen slates contact the Council to arrange for a repair to be carried out.

Dampness Looking after your windows If water gets into your home it can The Housing Service introduced a cause dampness. Common causes are window maintenance programme. The heavy rain/snow, a leaking gutter or Council has undertaken a maintenance pipe or moisture rising up through the programme over a 6 year period. floors or walls. The lifespan of your double glazing If you spot damp on the ceiling or at can be further improved by simply the top of walls, then this is a sign lubricating the window mechanisms of a leak from above. The leak could once a year. Applying light oil, for be coming from a flat above if there example, silicone spray or 3 in 1, to is one. If this is the case, you should moving parts including handles, try to speak to the neighbour in locks and hinges will keep these the first instance to raise awareness components mobile. of the problem. If the flat above is It is also beneficial to open and close Council owned, your neighbour should your windows on a regular basis. contact the Council to report the This can prevent your windows from repair. If your neighbour is an owner sticking and will ensure your property and you cannot make contact with is well ventilated. them, you should call the Council and the police to report the burst pipe. You should only lubricate your windows if you are comfortable to do This is general information on how to so. If you cannot reach your windows prevent and identify dampness and with ease, please do not overstretch condensation. If you are experiencing yourself or risk injury. a problem of this nature in your home you should contact the Council on 0300 123 0900. 37 Rent and Money Matters

Importance of paying rent It can be difficult to juggle all of the competing demands on your finances, but it’s essential that you pay your rent on time - and that you contact us right away if you’re struggling to make payments.

Your rent is a payment you are How rent is legally required to make – as you spent agreed when you signed your Tenancy Agreement. The rent you pay to South If you fail to pay your rent the Ayrshire Council is used Council may take legal action to repair and improve against you which could result in your home, provide the loss of your home. However, housing services and pay as far as possible the Council will assist you to prevent this from debt charges. happening. 38

Pay Online You can pay your Housing Rent and lock-up rent online through our secure online payment facility, using most major credit or debit cards by using the following link www.south-ayrshire.gov.uk/pay/ and clicking on “Pay Housing Rent Online” and following the instructions on screen. 39

How to pay Direct Debit You can pay in person at any local You can pay your rent/ lock-up Customer Service Centre, using monthly on the 1st or the 15th by cash, debit/credit card, cheque, or Direct Debit. If you have rent arrears postal order. You can pay your rent you can set up a Direct Debit to pay and lock up rent weekly, fortnightly, these separately. If the amounts 4 weekly or calendar monthly. If of your instalments change during you opt to pay 4 weekly or calendar the year, we will notify you giving monthly, you must pay your correct 10 working days’ notice of the rent charge/lock up charge plus instalment change, you do not have one additional fortnight in advance. to give new instructions to your Bank Please contact your local housing or Building Society as we will do this officer to discuss 4 weekly or for you. You can cancel a Direct Debit calendar monthly payments of rent. at any time. If you are interested in switching to Direct Debit, or have any further questions please contact your local housing office or Local Customer Service Centre.

The information on this card only tells us your rent account/lock-up account details so that we can credit your rent/ Rent Payment Card lock-up account accurately. Payments 012345678901234567890 can be made by cash, cheque, or credit/debit card. You should be issued with a receipt each time you pay. Please keep these receipts and your card safe. If you lose Payment Cards your card contact your local Customer You can pay your council house and Service Centre for a replacement, lock-up rent using your Payment Card. which will be sent out within 5 working days. During this time you In addition to being able to pay your can pay by any of the other methods rent at Council Offices, this new plastic payment card will give you the option detailed on the next page. to pay your rent at the Post Office, Once you initially apply for a payment local shops or any other outlet that card, it will be sent to you within 2 displays the Girobank, or Paypoint weeks of request being made, during facility. this time you can pay at the local Your payment card is not a credit/ customer service centre or any other debit card and has no monetary value. methods detailed here. 40

Standing order You can pay your rent by standing order weekly, fortnightly, 4 weekly or once a month (depending on your bank). You can obtain a standing order mandate from your local housing Payment times office or Local Customer Service Paying online or setting up a Centre which you should complete, direct debit or standing order are one copy should be sent to your the most convenient ways to pay, bank, one sent to your local housing but if you need to make a cash or office or Local Customer Service cheque payment in a Customer Centre and one should be kept for Service Centre the payment your own records. opening times are – If you opt to pay 4 weekly or Monday - Thursday: 9am - 4pm calendar monthly, you must pay and Friday 9am - 3.30pm your correct rent charge plus one additional fortnight in advance. Please contact your local housing officer to discuss 4 weekly or calendar monthly payments of rent.

Telephone payments If you have a credit/debit card, you can make a payment over the telephone on our 24-hour payment line - 0300 123 0900 Please have your credit/debit card with you when making the call. Once your payment has been credited to your account, a receipt will be sent out to you. You will be given an 24-hour payment line authorisation code at the end of your transaction which is 0300 123 0900 your proof of payment. 41

Assistance to pay your rent

Assistance to pay your rent If you have a low income or are a Universal Credit claimant you may qualify for financial assistance to pay your rent. If you are a Universal Credit claimant and are under occupied you may qualify for financial assistance to pay your rent. You can find out more about Universal Credit online at www.moneyadviceservice.org.uk/en/articles/universal-credit-an-introduction Or if you require further assistance please contact your Housing Officer. Application forms are available to download online at www.south-ayrshire. gov.uk/housing-benefit/ or to collect from your local housing office management team, or your local customer service centre. 42

Difficulties paying rent If you have difficulties paying your rent and you fall into arrears, contact our Housing Revenue, Arrears and Support team immediately. A member of the Team will provide you with confidential advice and assistance and will discuss a repayment arrangement with you.

Money Advice Universal Credit Our Money Advice service provides The Department for Work & Pensions free, confidential and impartial (DWP) is now rolling out Universal assistance with debt. You can make a Credit – part of the UK government’s programme of welfare reform – in referral to the service by calling 0300 South Ayrshire. 123 0900 or by visiting your local Customer Service Centre. Universal Credit (UC) replaces six existing benefits with a single monthly If you are struggling to pay for payment for people who are out of essentials like rent, electricity or gas an work or on a low income and making a advisor will try to lessen the stress of new claim. the situation by checking your financial • Income Support situation and potentially negotiating • Income-based Jobseeker’s Allowance with your creditors to create a reduced • Housing Benefit payment plan for you. • Income related Employment and Support Allowance This will enable you to manage your • Working Tax Credit financial situation and could help • Child Tax Credit prevent possible service disconnections or loss of tenancy. The main difference is that Universal Credit is paid in only one monthly Money advice also provides a Self- payment and recipients are then Help Pack if you are struggling to cope responsible for budgeting throughout with repayments to your credit cards the month and paying all bills – or loans. To find out more call 0300 including rent. 123 0900 and ask to speak to Money Further Information on Universal Credit Advice or email money.advice@south­ can be found online at https://www. ayrshire.gov.uk gov.uk/universal-credit or visit your local Customer Service Centre. 43 43

Credit Unions The budgeting account will help anyone not used to budgeting, or If you are having difficulty managing who finds it hard to manage their your finances you may find the money throughout the month. It products and services offered by 1st will be especially useful for anyone Alliance Credit Union very useful. affected by benefit changes such as the The Council is working with 1st Alliance introduction of Universal Credit. Credit Union to offer tenants an Universal Credit will see a number of alternative to mainstream banking. different benefits rolled into one single The new partnership between the monthly payment, which will be paid Council and 1st Alliance provides access each month, in arrears, to only one to a wide range of essential, day-to-day person in the household. It must be banking services – not always available paid into a bank account, which the for some people from normal High credit union can offer. Street banks. The credit union can also offer a These include: pre-paid debit card, to make paying • Opening a bank account for goods and services safer and • Saving and budgeting more convenient and you can use • Low-cost loans it to withdraw money at cashpoint • Managing your money, paying bills machines. You can also deposit and rent money into your account at any of our • Preparing for changes to benefit Customer Service Centres – Ayr, Girvan, such as universal credit Maybole, Prestwick and Troon. Joining the Credit Union provides you Becoming a member is easy. You will with access to a number of banking need one proof of Photographic ID facilities, including saving accounts and and a proof of address to become a low cost loans. member and open an account – your One of the most popular accounts Housing Officer can help you complete available is the budgeting account – an application. There may be a monthly which is sometimes referred to as a ‘jam fee for the service which South Ayrshire jar’ account. The budgeting account is Council may be able to assist with. the ideal way to help you manage your For more information including monthly money and stay on top of your bills. fees and to complete an application, It’s based on the idea of dividing your speak to your Housing Officer, contact account into different budgets or ‘jars’ us on 0300 123 0300 or drop into one – for example, one for rent, one for bills, of our Customer service Centres in Ayr, one for spending. You then set up how Girvan, Maybole, Prestwick and Troon. much money goes into each one every Alternatively, you can drop in to: 1st month to cover your payments. Alliance Credit Union at 147 Main Street, This sets your rent and bill money aside, , KA13 6EQ, call 01294 557123 so you can relax in the knowledge or visit www.allianceayrshire.co.uk, that the money will be there when where you can find out more about the it’s needed, which will make a big products and services and download a difference. membership form. 44

Safety and Security

It is vitally important to give access to the Council to undertake safety check and maintenance work 45 Fire Safety

If fire breaks out If a fire breaks out, your (and your family’s) chances of not getting hurt depend on getting out of the house as quickly as possible. Think now about what escape route you would use if fire broke out in your home. Make sure everyone who lives with you knows what to do if fire breaks out: • Close the door of the room where the fire is to stop flames and fumes spreading • Get everyone out of the house • Call 999 for the fire brigade, and • Do not go back into the house.

Smoke Detectors seconds. When you press the button, the red light on it should flash continuously. Your home is fitted with at least one The alarm should stop soon after you hard wired smoke detector. It will give you an early warning by making a loud take your finger off the button. noise if fire breaks out. It could make all The smoke detector works off your the difference to your family’s safety. electricity supply. Please test your You must never: alarm regularly. Mains powered smoke • Try to disconnect or move your detectors have a battery backup alarm which lasts for 10 years, the Council • Paint over it, or will replace the smoke detector before the battery life expires. This may be • Cover it done during planned modernisation When the smoke detector is working work in your home or as part of a normally, the red light flashes every specific replacement programme. 40 seconds. If the alarm does not work please call Check your detector at least once a 0300 123 0900 immediately. month to make sure that it is working properly. You can do this by pressing Clean your smoke alarm regularly and holding the test button until the to keep the dust off and improve its alarm sounds. This may take up to ten efficiency. 46

Some of our properties have sprinkler systems installed, if your home has a sprinkler this will be inspected and a maintenance check will be completed twice each year. It is important that you do not paint or cover the sprinkler heads in the property or carry out any work in close proximity which may activate the sprinkler head.

Home Fire safety visits Using a chip pan The Fire and Rescue Service will come • Never fill the pan more than one and visit your home, completely free of third full charge, at a time that suits you. They • Dry food before putting it in will advise you on any aspect of fire (water can make the oil explode) safety within your home and help you • Test the temperature with a devise an escape plan, if you do not small piece of bread or potato. already have one. The Fire Service will If it crisps quickly, the oil is hot be able to provide a smoke alarm for enough the Hard of Hearing. • If the oil starts to smoke don’t put You can arrange a home fire safety the food in. Turn off the heat and visit by: leave it to cool • Completing an online form at www. • Don’t ever leave the pan firescotland.gov.uk/your-safety/ unattended hfsv-form.aspx • Calling 0800 0731 999 If there are flames: • Calling into your local fire station • Never throw water over the pan, • Text “FIRE” to 80800 from your it could explode mobile phone • Do not move the pan • Cover the pan with a damp cloth • Switch off the cooker 47 47

Using an electric blanket • Never leave an electric blanket switched on when you’re in bed unless it’s marked ‘suitable for all night use’ • Ensure your electric blanket is tested and serviced in accordance with manufacturer’s guidance. Manufacturers often recommend testing blankets every 3 years • Check the blanket, plug and flex regularly for damage (e.g. fraying Each year around August the fabric, scorch marks, exposed Council provide free electric wires). If you’re in any doubt, blanket checks. Look out for don’t use the blanket information online, in the local press or visit one of our • Store electric blankets safely – roll Customer Service Centres for them, don’t fold them more information.

Using portable heaters • Keep heaters away from curtains and furniture and never use them for drying clothes. • Unplug or switch off portable heaters when you go out or go to bed. • Secure portable heaters in position to avoid the risk of them being knocked over. • Only use gas or paraffin heaters in well-ventilated areas. Heaters consume oxygen and in enclosed spaces can produce harmful gases and/or cause carbon monoxide poisoning. • Fit a Carbon Monoxide detector in all rooms containing gas or paraffin heaters. Never use • Never use portable gas cylinder heaters in high rise flats portable heaters • Always change gas cylinders in the for drying clothes. open air. Never change gas cylinders in an enclosed space. 48

Using Electrical products Switching off at the socket and pulling the plug out is the only way to be sure Any electrical appliance that’s left no electricity is flowing through an plugged in to the mains could cause appliance. Just using the socket switch a fire. Some, like fridges and freezers, isn’t safe because the switch could be are designed to be left on but even broken. these can cause fires if they’re not If left plugged-in, many appliances used properly. still have power flowing through them Follow this safety advice: even though they look like they’re off. • Keep the area around plug sockets The same is true of equipment in ‘sleep and the mains switch clear mode’ or on ‘standby’. • Always use the right fuses Lots of electric appliances contain You should never: transformers which retain power, even when the appliance is switched off. If • Use anything with a torn or a fault develops, the transformer could damaged wire or plug overheat and start a fire. • Use anything electric that’s broken Appliances that have motors, pumps or not working properly or large magnets in them can use • Put electric cables under carpets up to seven times more power. So • Put too many plugs in sockets fridges, freezers, microwaves, washing machines, dishwashers, spin-dryers, When leaving your property make sure vacuum cleaners, air conditioning that appliances are not left running. units, dehumidifiers, power tools and Items such as Washing Machines, gardening equipment should never be Tumble driers, cookers and Irons can plugged into adaptors or power strips be mistakenly left on. Check all items with other appliances (they could be are OFF before leaving your home to too much for the adaptor). Plug them reduce the risk of a fire in your home. straight into the wall instead.

The Council will carry Heating your home safely out a fixed electrical test in your home, this will • If you smell gas, think you have a gas leak, or are worried normally take place every that fumes containing carbon 5 years. Fixed electrical monoxide are escaping from a tests are also carried out gas appliance, please call the as part of modernisation free National Gas emergency line work in properties and immediately on 0800 111 999. while properties are empty • Regardless of your heating type before they are re-let to it is advisable to have a Carbon new tenants. Monoxide Detector in your home. If you are over 60, disabled or on a low 49 income you may be able to get financial help with heating your home. Contact the Energy Agency on 01292 521896 or visit www.energyagency.org.uk for further information.

Chimney sweeping

The type of fuel you burn will determine how often your chimney should be swept. Don’t forget to give your chimney a clean sweep before winter as dust and debris can build up or blockages can occur if it has not been used regularly over the summer months. Make sure you use a registered chimney sweep. The following offers a guide: • Smokeless coals or oil - At least once a year • Wood - Quarterly when in use • Bituminous coal or peat - Twice a Annual Gas Safety Check year

The Council has a legal requirement, under the Health and Safety at Work Act 1974 and the Gas Safety Asbestos (Installation and Use) Regulations 1998, to ensure that all gas appliances and Asbestos was widely used across flues in your home are checked and Scotland for several decades, and is certified as being “safe” every year. found in a variety of products. Asbestos can be found in: To meet this legal requirement the • Floor tiles Council must access all houses with gas appliances to carry out a service • Artex finishes or textured coatings and safety check every year. Your • Some plaster finishes and wall boards smoke detectors will also be checked • Internal window-sill boards while the engineer is in your home. • Corrugated cement roofing sheets (often found on garages and The Council must ensure this safety outhouses) check is carried out within 365 days of the last service date. If access is There is no danger to your health repeatedly refused, the Council will and safety as long as you do not have no choice but to either cap the disturb the asbestos. It is extremely gas supply or where necessary force important that you do not saw, drill, entry and change the lock to these sand or break up any material that properties. If the Council has to do might contain asbestos. If you think this the tenant will be charged for the you have found asbestos materials additional costs of forcing entry and you should report it immediately so changing the locks. we can investigate it. 50

Cold Callers If you do not wish cold callers to knock your door, a South Ayrshire Trading Standards approved “No Cold Doorstep Security Callers” sign can be downloaded from the following site Council employees calling at your home www.south-ayrshire.gov.uk/ tradingstandards/documents/ If a Council employee visits your nocoldcall.pdf home they should show you identification. If they do not you You should display this sign on your should ask to see this. If the person door where it can be clearly seen. does not have identification do Tenants are also reminded to be aware not let them in your home. You of potential telephone scams. Please can check up on I.D by calling the note that no Bank or Building Society customer service team. or South Ayrshire Council itself would If in any doubt, keep the caller out! ever ask you for your bank or credit card details over the phone. If you are asked to give out this or any other private information then please hang up the phone immediately. If in any doubt, keep the caller out!

Bogus callers Follow this good doorstep procedure below to help beat bogus callers.

• Keep front and back doors LOCKED • STOP and think if anyone is expected; look through a spy hole or window to identify the caller • Put the door CHAIN or door bar on first before opening the door, and keep it on whilst talking to the caller • CHECK the person’s identity card carefully even if the caller has a pre-arranged appointment (close the door whilst doing this); look up the telephone number of who the caller represents in the telephone directory; ring to verify the caller’s identity; do not use a telephone number on the identity card, as this may be fake 51

Neighbourhood Watch What are the benefits of Neighbourhood Watch? Neighbourhood Watch is a community led initiative to bring local • Areas of local concern can be people together to address crime addressed and other community safety issues. • Your problem becomes a shared Neighbourhood Watch groups often problem liaise with the local police, the local authority and other agencies. • People work together to make communities safer Neighbourhood Watches can • You can work together with other be large, covering most of the Neighbourhood Watch Schemes, households on an estate, or they the police and other partners might involve just a few houses. They may meet frequently, or only • Opportunity to know your keep in touch via e-mail. There neighbours, local police officers really is no ‘one size fits all’ and other service providers approach to Neighbourhood • Being a member of Watch. Neighbourhood Watch adapts Neighbourhood Watch may secure to fit the community it serves. a discount on your house insurance

Preparing for Severe Weather and ready to eat food (that won’t Emergency kit checklist go off) Packing a small emergency kit and • Copies of important documents keeping it in a safe place at home will like insurance policies and birth stand you in good stead in a wide certificates, in case you need to range of emergency situations. Your locate these quickly or prove your kit should be kept in a waterproof bag identity and it should include: • Pencil, paper, a penknife and a • Your household emergency plan, whistle including emergency contact • Spare keys to your home and car numbers • Spare glasses or contact lenses • A battery operated torch and spare batteries (or a wind up torch) Think about what else is important for • A battery operated radio and spare you and your family to get by during batteries (or a wind up radio) severe weather, e.g. • Any essential medication, some • Pet supplies toiletries and a first aid kit • Food supplies • Three days’ supply of bottled water • Formula/baby food 52 Getting Involved In Tenant Participation (TP) 53

Did you know as a Tenant of South Ayrshire Council you can get involved in your Housing Service? Why not become an involved Tenant?

What is Tenant Participation? Tenant Participation gives South Ayrshire Council Tenants a voice to influence decisions made in the Housing Service. Tenant Participation can take many forms such as getting involved in your local Tenants and Residents group to becoming an ‘involved’ tenant and attending meetings with Council Officers on a regular basis.

Why Get Involved? Tenant Participation is a great way to influence changes that directly affect you, but it also lets you meet new people, learn new skills and further your knowledge of the Housing Service and what we do as a Council. 54 How to Get Involved?

We have a range of tenant groups that you can become involved in. The meetings are attended by officers and involved tenants and cover different topics and interests. We are always looking for tenants to become involved. You don’t need to have any previous experience and training can be provided if required.

The groups we have are: Monitoring Group

Communications Group This is an overarching group where This group ensures that we Tenants can monitor the Council’s communicate well and that publications whole approach to Tenant Participation. are interesting and easy to read. New projects and service developments Tenants within this group are involved in relation to Tenant Participation are in the production of the Tenants discussed and agreed at this group. Newsletter from start to finish by We also set up specific working groups suggesting articles, reviewing articles, that a small number of tenants can checking fonts/colours/print size and become involved in which focus on the layout. Look out for the ‘tenant particular projects. The working groups checked’ stamp on our publications already set up are: to see what our tenants have been involved in! Tenants were involved in Social Media Working Group the revision and production of this Where Tenants are involved in how we handbook. use social media applications such as Facebook to communicate with our Scrutiny and Performance Group tenants/customers. Tenants within this group were involved in the setting up of This group is split into two areas of the the Housing Services Facebook page. service; • Housing Options and Support Tenant Events Working Group • Maintenance Where tenants are involved in the Where tenants are invited to look at organisation, planning, and running of the customer satisfaction survey results any events that we organise such as our from across the service. Tenants review very successful Communities Fun Day. the feedback and work with officers By becoming an involved tenant it will to identify areas for improvement. This give you a better understanding of the process also helps tenants to recognise housing service within South Ayrshire what services are working well. as well as the opportunity to meet new people. Attending these groups also gives you the opportunity to improve the services that we deliver to you. 55

Making sure everyone can get involved

We recognise that involving tenants in decisions about the design and delivery of the housing service improves the quality of the service. We rely heavily on the time and commitment of tenant volunteers and we want to make sure that getting involved is easy and cost-free. So we will: • Arrange transport or reimburse any travelling expenses • Provide refreshments at meetings • Provide any training as required

The views of our Tenants really matter to us and it helps us to improve the services that we provide. What our Here’s what some of our active Tenants have to say Tenants Say about their thoughts on Tenant Participation.

“Our Housing Service “Being involved in TP is “If there’s something is definitely a listening crucial for any council happening in your Service and over the years tenant who wishes to neighbourhood come I have been involved, many be kept up to date in along to the next tenants changes, first highlighted real time with council meeting, The Council by the Tenants, have been legislation, proposed wants to know” made for the benefit of our maintenance, and any other Roger Martin Houses and Tenants” local authority housing Anne Cameron issues and information” Anne Kerr 56

Facebook Page Follow our Facebook page at South Ayrshire Council Housing Services to keep up to date with developments to the housing service. Don’t worry if you don’t have a Facebook page as you can still view it using the following link; www.facebook. com/sachousingservices 57 57

Tenants Newsletter Satisfaction surveys We send a Tenants Newsletter to We have developed a range of every tenant household 3 times per satisfaction surveys to gather the year (Spring, Autumn and Winter) views of our tenants and customers. to keep tenants informed and When you receive one of our surveys updated. We also publish a special please take 5 minutes to complete performance edition once a year the form and return it using our that will let you know how well we freepost envelope. Alternatively you are performing as your landlord. can complete the survey online (the Look out for the newsletters as web address will be provided on they will keep you up to date on the paper survey). This is a simple any housing services news or policy way to have your say! It is important changes. There are even activities to complete the survey for us to to keep the kids amused. continually improve the service you receive. You can view current and back editions online at www.south-ayrshire.gov.uk/TP It’s a good read – our Tenants Communications Group work with us to make sure it is! Keeping you informed

More Information

If you would like more information Our survey returns form the report or if you would like to register your that is sent annually to the Scottish interest in becoming an involved Housing Regulator and links to our Tenant then please get in touch commitment to the Scottish Housing with the Tenant Participation Team Social Charter. Find out more about by contacting; the Charter at https://beta.gov.scot/ Campbell, Tenant publications/scottish-social-housing­ Participation Officer charter-april-2017/ The survey return information and statistics are also Gordon.Campbell@South-Ayrshire. studied by our involved tenants gov.uk who use the information to suggest 01292 612968 changes or improvements to the OR service. Kyle McKay, Tenant Participation We also undertake a Tenants Assistant Satisfaction Survey every 2 years to gain tenants views on key areas [email protected] of the service. Please take the time 01292 473469 to complete the survey if you are contacted. 58

The Scottish Housing Regulator A Significant Performance Failure is (SHR) independently regulates RSLs identified where a landlord: and Local Authority Landlords in • Consistently and repeatedly Scotland. They were established fails to achieve outcomes in the in April 2011 under the Housing Scottish Social Housing Charter Scotland Act 2010 and there or those agreed locally with purpose is to: tenants “Safeguard and promote the • Has not reported its performance interests of current and future annually to its tenants or the tenants of social landlords, people annual reported performance who are or may become homeless, does not reflect actual and people who use housing performance, or services provided by registered • Has materially failed to meet social landlords (RSLs) and local the Regulatory Standards authorities” on governance and financial The SHR will intervene to secure accountability improvements where it is needed. If a tenant believes that they are To find out more about the SHR you aware of a Significant Performance can visit their website at Failure they should, in the first www.scottishhousingregulator.gov.uk instance, report the issue to their landlord, allow a reasonable time for a response and allow a reasonable Significant Performance time for the failure to be fixed. If the Failure failure is not fixed, tenants can then The Scottish Housing Regulator will report the failure to the Scottish challenge a local authority or social Housing Regulator. Information on landlord if a tenant has reported a the Councils complaints procedure concern which they believe to be a ‘Listening to you’ can be found on Significant Performance Failure. page 60. 59

Elected Members (Councillors)

Local Councillors

Councillors are responsible for policy decision-making on all aspects of Comments and Complaints Local Government services provided by South Ayrshire Council. Listening to you Councillors attend Decision Making South Ayrshire Council is Panels throughout the Council’s cycle committed to providing high- of formal meetings. They attend quality customer services. the full meetings of South Ayrshire Council held every 8 weeks. They also We value all comments and represent the people of South Ayrshire complaints and use this on a wide range of local and national information to help us improve organisations. our services. Your local Councillor can be contacted If something goes wrong or you in writing at County Buildings, are dissatisfied with our services, Wellington Square, Ayr, KA7 1DR or in please tell us. person at regular Councillor Surgeries. Please also tell us if we have For more information on Councillors done something well. in South Ayrshire and to find out who your local councillor is, please visit www.south-ayrshire.gov.uk/councillors/ 60

How to complain? It is easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you want to make a complaint about. They will try to resolve your problem as soon as possible

You can • Using the Online Complaints Form also make a • Email: [email protected] complaint in • Come into one of our Customer Service Centres, or any one of the any local office following ways: • Call our Customer Services Team on 0300 123 0900 • In writing to: Customer Services, South Ayrshire Council, Freepost NAT 7733, Ayr, KA7 1DR 61 What happens next? Our complaints procedure has two stages.

Stage 1 – Frontline Resolution Stage 2 - Investigation We aim to resolve complaints quickly If your complaint is not resolved at and close to where we provided the stage 1 or is complex in nature it may service. This could mean an apology be progressed to Stage 2 where it will and explanation if something has be investigated. We will aim to resolve clearly gone wrong and immediate your complaint within 20 working action is taken to resolve the problem. days. In exceptional circumstances We will aim to resolve your complaint our investigation may require to take at Stage 1 within five working longer than 20 working days. If this days, unless there are exceptional is the case we will contact you and circumstances. ensure you are kept up to date. If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next. The next stage in the process is to move the complaint to stage 2. If you feel this is required, then please complete the We aim Complaints Escalation form. You can find this form online at www.south­ to resolve ayrshire.gov.uk/listeningtoyou/ complaints quickly

What if I am still You can contact the SPSO: dissatisfied? In Person: SPSO, 4 Melville Street, , EH3 7NS After we have fully investigated and responded By Post: to your complaint, if you Freepost SPSO (this is all you need to write are dissatisfied with our on the envelope, and you don’t need to use a response or the way we stamp) dealt with your complaint, • Phone: 0800 377 7330 you can appeal to the • Online: www.spso.org.uk Scottish Public Services Ombudsman (SPSO). • Mobile site: http://m.spso.org.uk If you feel you have exhausted all of the above options then you can take your complaint further with the Scottish Housing Regulator. 62

Housing Options/ Adaptations

There are a range of options available to you if you wish to move to alternative accommodation.

If you, or anyone in your for an assessment. The appropriate work to be household, are struggling Community Occupational done. Adaptations can because your home is not Therapy service (part of include replacing your meeting your needs, help is the Health and Social Care bath with an accessible available. Partnership) will assess shower, installing a ramp If you want to alter your the needs of any person, or widening doorways home yourself, you must whatever their housing as well as many other ask for permission. (See situation. options page 29). In some cases, · If a piece of equipment · If it is not possible we might ask you to agree will help you, they will to adapt your home to remove the alteration at supply it or advise effectively, we will talk the end of your tenancy. you on where you can to you about the options If you need a rail over steps get it. They can also available. In some cases, or stairs, you can ask us arrange some temporary we might advise you to to arrange that directly. adaptations (e.g. apply for rehousing Ask for a form from any grabrails, stairlift) housing office, customer · If a permanent For further service centre or from the adaptation is the best information contact community occupational solution, they will send the Occupational therapy service. us a request and our Therapy Service on If you need advice on what Occupational Therapists 01292 281993 help you need, you can ask will arrange for 63

Housing Options Guide South Ayrshire Council has developed a Housing Options Guide to enable you to easily explore the range of options available to you within the local authority area. You can access a copy of this guide: • Online at www.south-ayrshire. gov.uk/housing/documents.aspx • By visiting your local Customer Service Centre • By calling 0300 123 0900

If you are thinking of moving because your home is no longer suitable due to a health condition or disability, have you considered whether equipment or an adaptation could help? See page 62 for for information

Housing Transfers If you have a disability or health condition that might affect the kind of Existing South Ayrshire Council tenants property you can live in, our housing can apply for a transfer to another Occupational Therapists can provide Council house at any time. advice and guidance on your needs. Those applicants who have rent arrears How to apply for a transfer or are in breach of their tenancy agreement will not be made an offer Tenants wishing to apply for a transfer of housing unless they have come to to another council tenancy can do so a repayment or other arrangement, by completing the Council’s general which is satisfactory to the Head Application for Housing which can of Housing and Facilities. Before be obtained by visiting your local an applicant can accept an offer of customer service centre or by visiting housing all outstanding balances must www.south-ayrshire.gov.uk/apply-for­ be cleared in full. council-housing/ Applicants who have been responsible If you would like to know more about for anti-social behaviour, or have been Housing Transfers please refer to the the subject of an unsatisfactory tenancy Council’s Housing Allocations Policy or report from any landlord, may not be contact your local Customer Service eligible to receive any offers of housing. Centre. 64

Mutual Exchange Where one of the tenants wishing to exchange is a tenant of another landlord, Apply for a mutual exchange using the the Council will require the agreement of mutual exchange application form. You that landlord and a satisfactory tenancy can apply for a mutual exchange online reference for that tenant. at www.south-ayrshire.gov.uk/council­ housing/exchange-homeswap.aspx or IMPORTANT NOTE: In order for a visit your local customer service centre mutual exchange to be approved by for more information. the Council, neither of the tenants involved should be in breach of their As well as applying to transfer to current tenancy agreement. another Council property, existing South Ayrshire Council tenants can Approval will not be granted if either apply for a mutual exchange with the tenant has any housing related debt or following people: is subject to legal action for breach of • Other South Ayrshire Council tenants their tenancy e.g. Anti- social behaviour • Tenants of other councils in the U.K. The accommodation that a tenant wishes to move to must also be • Tenants of housing associations or suitable in terms of size and medical other RSLs in the U.K. requirements. If two or more tenants wish to swap If your mutual exchange is approved to houses, each tenant must request this a property which has more bedrooms in writing from their own landlord, by than you need for your household as completing a Mutual Exchange Request defined by criteria set by the DWP, and Form. For South Ayrshire Council you claim housing benefit, your housing tenants, this form is available above or benefit may be reduced. from their local Area Housing Office. This could result in you facing When a request for mutual exchange difficulties in being able to pay your is submitted, the Council must make a rent. decision on whether the exchange can go ahead within 1 month of the request You will be asked to sign a new tenancy being made. agreement. 65 65

What to do when you are Away From the Property Many people leave their home during the winter months, particularly at Christmas, to go to visit family and friends. If you have any plans to stay away overnight during cold weather it is important that you keep the heating on – preferably on a timer, so that the property never gets too cold. This will help to prevent burst pipes and damage to your personal property. If you are away from your property on holiday or visiting family and friends and will be away for 4 weeks or longer then please inform your housing officer. If you cannot leave the heating on, contact your local housing office to arrange for the heating system to be drained whilst you are away. It is also recommended that you leave a spare key with a responsible person and let a neighbour or your housing officer know who has the key in case of an emergency.

Energy Bills If you are in receipt of a low income and are struggling with your fuel bills you may be entitled to some form of discount. You can find out more by contacting your energy supplier. Home Energy Scotland can provide free impartial energy efficiency advice and can be contacted as detailed below: Telephone - 01292 521896 www.energyagency.org.uk 66

Ending your tenancy

If you would like to end your Scottish Secure Tenancy you can do so by giving South Ayrshire Council 28 day’s written notice. If you are married or living with Thanks someone as husband and wife Thanks for taking the time their agreement is also required. to read through this Tenant Remember to check out www. approved handbook. We hope south-ayrshire.gov.uk/housing for you found the information useful. the most up to date information. Remember this handbook is We would also notify you of any available in other languages and changes to information or policies Braille. If you require a copy of through our Tenants newsletter or this please contact our Tenant on our Facebook page at www. Participation team on; 01292 facebook.com/sachousingservices 612968. 67 Notes We would like to take the opportunity to thank our committed involved Tenants for their hard work and participation in the production of this Handbook.