TENANTS’ HANDBOOK

Harrogate BOROUGH COUNCIL

Updated December 2018

TENANT HANDBOOK Borough Council P2 TENANT HANDBOOK Harrogate Borough Council CONTENTS

Definitions...... 5

PART A Welcome to your new home Reporting a repair...... 7 Keeping you up to date...... 7 What standard of service can I expect?...... 7 Right to view information...... 7 How do I make a complaint...... 7

PART B Your new home Moving in to your new home...... 8 General information...... 8 Your responsibilities...... 8 The council’s responsibilities...... 9 Insurance...... 9

PART C Rent and benefits How is my rent calculated?...... 10 How do I pay my rent?...... 10 Rent arrears...... 10 Notice of seeking possession...... 11 Orders for possession...... 11 Introductory tenants...... 11 Help available...... 12 Benefit information...... 12 Frequently asked questions...... 12

PART D Repairs and maintenance Reporting a repair...... 13 Emergency repairs...... 13 How long will I have to wait for a repair?...... 13 Who does the repair work?...... 14 What repairs are tenants responsible for?...... 14 Annual servicing...... 14 What do I do if...?...... 15 Planned improvements...... 16 Asbestos...... 16

P3 TENANT HANDBOOK Harrogate Borough Council CONTENTS

PART E Looking after your new home Condensation...... 17 Gardens...... 17 Shared stairways and halls...... 18 Pets...... 18 Pest control...... 18 Parking...... 18 General Information...... 18 Frequently asked questions...... 18

PART F Anti-social behaviour What is anti-social behaviour?...... 20 Threatening behaviour...... 20 Children...... 20 Pets...... 20 Threatening behaviour against staff...... 20 Domestic violence...... 21 What is hate crime?...... 21 Useful contacts...... 21 Dealing with problem neighbours...... 21

PART G Support for older people Sheltered Housing ...... 22

Harrogate Lifeline ...... 22

Adaptations...... 22

Gardening...... 23

Assisted bin collections...... 23

Useful telephone numbers...... 24

P4 TENANT HANDBOOK Harrogate Borough Council Definitions

General Needs Housing Rent Arrears General Needs Housing is for people If a tenant is in rent arrears, their rent has of all ages and not housing for just the not been paid on time and the tenant is elderly or people with disabilities. behind with their rent payments.

Gross Charge Shared areas The Gross Charge is the total amount of A ‘shared’ or ’communal’ area is a part rent and charges relating to the property of a building or estate which all tenants that you are liable to pay. can use - for example halls, stairways, entrances, landings, shared gardens, Locality lawns and landscaped gardens. ‘Locality’ is the estate or village your property is in. It refers to all streets and Sub-let properties in the area. To sub-let is to give another person the right to live in part or all of your property. Lodger A ’lodger’ is a person who you allow to ‘We’, ’us’, ’our’, ‘the council’ rent a room in your house. Relates to Harrogate Borough Council

Neighbours Written permission Your ‘neighbours’ include anyone living in A letter from the council which says you the locality who could be affected by your are allowed to do something, following a activities, no matter who their landlord is. particular request.

Notify/Notified You/the tenant To be informed/told of something officially. The word ‘you’ or ’the tenant’ relates to the person named on the tenancy Property, premises and home agreement. The words ‘property’, ’premises’ and ’home’ refer to the property you live in, including any garden and outbuildings but not including any shared areas.

P5 TENANT HANDBOOK Harrogate Borough Council PART A

Welcome to your new home

We want you to enjoy living in your home The council has just under 3800 and we strive to provide you with the best properties across Harrogate service possible. We aim to treat all our district, which includes Harrogate, customers fairly, impartially and equally. , , Masham and We will treat you as we would expect to . be treated ourselves. Our customer services team is based at Harrogate Borough Council has one the Harrogate Civic Centre: of the top performing council housing Harrogate Borough Council services in the country and we are Civic Centre constantly looking at ways to improve; we St. Luke’s Avenue welcome any comments or feedback you Harrogate have on this handbook or the services HG1 2AE you receive. If you need to post something to us This handbook will give you information please use our mailing address: on your tenancy, what you can expect from the council and what we expect Harrogate Borough Council from you, the tenant. You will also find PO Box 787 useful information that you will need to Harrogate know when moving into your property, HG1 9RW if you want to exchange properties, or if you want to move out.

For more detailed information please consult your Tenancy Agreement. Map of Harrogate District Showing Letting Areas 1. Harrogate This is the contract between 2. Knaresborough & Scriven 3. Ripon MASHAM 4. Boroughbridge you and the council when 5. Knaresborough villages 11 6. Vale of you occupy a council Baldersby St James 7. Lower Wharfedale Wath 8. Upper Wharfedale property. Kirkby Malzeard Melmerby 9. Lower Nidderdale villages Lofthouse North Stainley 14 Rainton 10. Upper Nidderdale Hutton Conyers 11. Masham area Dishforth 12. Pannal villages Winksley Sharow Copt Hewick 13. Marston villages 16 14. Northern villages 3 Skelton Sawley RIPON 15. Ripon south villages 10 Langthorpe Kirby Hill 16. Ripon west villages

Bishop Monkton 4 BOROUGHBRIDGE To contact our Markington Minskip PATELEY BRIDGE Burton Leonard 15 Marton cum Grafton Glasshouses Bishop Thornton Dunsforths customer services Staveley Summerbridge Shaw Mills Arkendale Little Ouseburn Darley Birstwith 5 team visit Scotton Hampsthwaite 9 Flaxby Killinghall Whixley 2 Green Hammerton www.harrogate.gov.uk KNARESBOROUGH 1 Goldsborough HARROGATE Hunsingore or call Beckwithshaw Little Ribston 8 7 Tockwith North Rigton Spofforth North Deighton 01423 500600 Kirk Deighton Huby12 Askwith Weeton Ilkley Newall with Clifton Sicklinghall

Otley © Crown copyright and database rights 2016 Ordnance Survey 100019628.

P6 TENANT HANDBOOK Harrogate Borough Council PART A

Reporting a repair Right to view information If you need a repair please report this Under the General Data Protection online at www.harrogate.gov.uk, email Regulation (GDPR) - which came in to [email protected] or effect in May, 2018 - you have the right telephone 01423 500600 – see pages 13 to see information that the council holds and 14 for more information on emergency, about you. You can request information priority repairs and timescales. on data held about you by submitting a This handbook contains information about subject access request form. For a copy of your tenancy and the services you will the form, and an explanation on the nature receive whilst you are a tenant. of information you may receive/restrictions There is also more information at on what information can be passed to www.harrogate.gov.uk you, go to www.harrogate.gov.uk and search for Data Protection and Freedom of Keeping you up to date Information. You will receive four newsletters a year. How do I make a complaint? The newsletter keeps you up to date with information on repairs, new housing laws, We aim to provide a quality service for all and what is happening across the district. of our customers; however there will be Look out for the surveys and quizzes; there times when things go wrong. may be an opportunity to win prizes and You have the right to complain when you money for a few minutes of your time. are not happy with the service that you There are lots of ways to have your say on have received. You can make a complaint: how your housing service is performing and • by completing an on-line complaint could be improved. Go to www.harrogate. form - go to www.harrogate.gov.uk and gov.uk and search for tenant involvement or search for complaints call our Tenant Involvement officer on 01423 500600 for more details. • by calling our Customer Services team on 01423 500600

What standard of service • in writing to Customer Services, can I expect? Harrogate Borough Council, PO Box 787, Harrogate, HG1 9RW For each area of housing, there is a service standard. The service standards outline what the council expects from its tenants.

To see all the service standards look on our website at www.harrogate.gov.uk

P7 TENANT HANDBOOK Harrogate Borough Council PART B

Your new home Your responsibilities This chapter of the handbook explains Your Tenancy Agreement gives you rights but it the responsibilities of both the council also gives you responsibilities. The following is and you, the tenant. just a summary and is not intended to replace your Tenancy Agreement. We appreciate that moving home can be a stressful and very busy time for You must: you and your family. • notify us in writing if you are going to be Moving into your away from the property for more than three calendar months new home • pay your rent – this is due weekly in On the back page there is a list of advance contacts you may have to tell when • report any repairs that are needed to your you move house. home that are the council’s responsibility If you are finding it difficult to pay • take care of your property and keep it clean for new furniture for your home, you and well decorated may be eligible to buy furniture from • make sure any shared areas are kept clean Essential Needs in Harrogate or the and tidy Salvation Army in Ripon. They provide a range of second hand furniture and • allow reasonable access to the property for white goods at a reduced rate for repairs and servicing to be carried out people on benefits. To use this service • not do anything, or store any objects on the speak to your Housing Officer who will premises that will cause a danger to others be able to refer you. in the area If you need support and help • not physically or verbally abuse or with organising your budgets or intimidate any employees of Harrogate understanding the terms of your Borough Council or contractors working on tenancy, please contact your Housing their behalf Officer who will be able to put you in • not use the premises for any illegal or touch with departments, agencies or immoral purpose charities who can help. • not inflict domestic violence, threaten or use General Information mental, emotional or sexual abuse against your partner, ex-partner or other members To find out information on bin of your household collection days, recycling, street cleansing or the council’s parks team You are responsible for: who look after cutting the grass in • maintaining your garden shared areas, please telephone the Customer Service team on • the behaviour of all occupants and visitors 01423 500600 or visit the council’s to your home; you should ensure that website www.harrogate.gov.uk. neither you, nor they, are the cause of any nuisance or any anti-social behaviour

P8 TENANT HANDBOOK Harrogate Borough Council PART B

The council’s responsibilities We will:

• keep the structure and exterior of the premises in repair

• take reasonable care to maintain shared areas

• give you help and advice if you report anti-social behaviour

• consult you if you are likely to be substantially affected by a change to our housing policy or practice Insurance We will insure your home (the building) and any fixtures and fittings in it, which belong to us.

We do not insure for lost keys to your property; it is your responsibility to replace the keys or call a locksmith.

You remain liable for insuring your own contents, personal belongings and any other items for which you are responsible.

The council works with reputable insurance companies, to offer you Tenant’s Home Contents Insurance. You can pay for the insurance on a weekly, monthly or annual basis. For more details visit our website at www.harrogate.gov.uk

P9 TENANT HANDBOOK Harrogate Borough Council PART C

Rent and benefits To keep your rent account up to date, your Pay at the Post Office -You can pay payment must reach your account by Friday your rent by cash or cheque at any of each week (unless you pay by direct debit). Post Office in the Harrogate district. Please note that if you are paying at a Post Office, If you don’t keep your rent payments up to you must pay by Thursday for the payment date you could end up losing your home. to reach your rent account that week. How is my rent calculated? Please take your payment card with you. The annual percentage increase in rent is PayPoint - You may also pay at any decided by the Government; the council then retailer in the UK displaying the PayPoint administer the changes. Tenants pay rent logo. There are several shops, newsagents over 52 or 53 weeks of the year. and garages in the Harrogate district that have this service. Please pay by the end If you pay by direct debit, the weekly amount of Thursday to ensure that you are not in is multiplied by 52 or 53 weeks and then arrears. Please take your All-Pay payment divided by 12 (months of the year). card with you. How do I pay my rent? If you are paying for a garage please make this clear and remember to give the There are several ways in which you can pay reference number for the garage and not your rent. The council won’t accept payment your home. from a credit card.

You can pay your rent by direct debit, by Rent arrears phone or online. If for any reason you are unable to pay By direct debit - If you have a bank your rent you must contact your Housing account, you can pay your rent by monthly Officer immediately. It is an obligation of direct debit. You have the option of a pay your Tenancy Agreement that you pay the date of the 1st or 15th of each month. Your rent promptly and when it is due. housing office can advise you how much your If you are struggling to pay your rent payments will be. because your income has changed, or there is a change of circumstances at Pay online - Go to www.harrogate.gov.uk home, your Housing Officer will be able to and click on the ‘Payments’ tab. You will need give you advice about applying for benefits. your rent account number. If you plan to catch up in the following By phone - The council’s automated week - for example you are going to be 24 hour phone payment line is away on holiday - you should let your 01423 500600. You will need your rent Housing Officer know. Most problems can account number. be resolved quickly without the need for legal action; we can usually come to an agreement with you about how to pay off your rent arrears.

P10 TENANT HANDBOOK Harrogate Borough Council PART C The council does not take court Orders for possession action against tenants lightly and we will always contact everyone falling If your case is taken to court, the council will into arrears in time to resolve the normally be granted a Suspended Possession matter without the need for legal Order, requiring you to make a payment of a action. Some tenants, however, weekly amount to reduce your rent arrears. This persistently fail to make regular will be in addition to you normal rent. This means payments. In these cases the council that, providing you keep to this Court Order, will not hesitate to take court action if you can’t be evicted even though the court has necessary. agreed that the council has a legal right to the possession of your home. If you don’t contact the council or you fail to keep to any arrangements, However, if you fail to keep to the Court Order, the council will take legal action the council can ask the court for a possession against you as described below. date and then a Warrant of Possession to evict you from your home, unless you have paid your Notice of seeking debt in full. A county court bailiff will then come possession and evict you on the day set by the court. In exceptional circumstances, the council may If you don’t make or maintain ask for an outright possession order straight satisfactory arrangements to pay off away and the judge may give the council your arrears, the first step in legal possession of your home immediately, with no action against your tenancy is a conditions attached. Notice Seeking Possession. This Notice gives you 28 days to ensure that any rent arrears are reduced Introductory Tenants and rent payments are paid regularly Notice of Possession Proceedings to avoid the council taking further For the first year your tenancy may be an Introductory action. Tenancy and the council can get possession of your During the Notice period, you can home more easily if you break any of the terms of still make an appointment to meet your tenancy, including paying your rent. If you fail your Housing Officer and come to an to pay your rent or break another condition of your agreement about how you will pay tenancy, your tenancy can be extended for a further off your rent arrears. If you make and six months. keep to a satisfactory arrangement If you don’t maintain payments a Notice of Possession during the Notice period, the council Proceedings will be served. The Notice will state that may agree not to take further action the Council intends to take you to Court for an Order against you. However, once a Notice to possess your home. You will be given 14 days in Seeking Possession has been which to appeal against the Notice and a further served it remains in force for 14 days before a Court date is applied for. 12 months and the council can Orders for Possession take the case to court at any time during this period. As an Introductory Tenant, the Court would have no discretion but to award possession back to the Council and you would be evicted.

P11 TENANT HANDBOOK Harrogate Borough Council PART C

Help available It is important to stress that, if you are in If you need support filling in the forms difficulty with your rent payments you must or understanding the letters you contact your Housing Officer immediately. receive, please contact your Housing Problems are best dealt with as soon Officer. as they occur rather than waiting for the arrears to build up. The council will only Frequently Asked resort to applying to evict you if all attempts Questions to help you have failed. What should I do if I have lost Benefit information my rent payment card or it If you are on a low income you may be doesn’t work? - If you lose your eligible for help towards the cost of your ‘allpay’ rent payment card or you rent and council tax. need a new one, you should contact your Housing Officer. You should Additional information that would need to be receive a new card within a week. considered is:-

• If you are of working age and eligible for How often is my rent due? - Your help with your rent you will need to claim rent is due weekly and your payment Universal Credit online at must reach your rent account by www.gov.uk/universalcredit Friday of each week to keep your account up to date. • If you are of pension age and eligible for help with your rent you will need to claim How do I know whether my housing benefit from the council, further rent account is up to date? - We information available on the council’s will send you a rent statement each website www.harrogate.gov.uk/hb quarter. You can also view your rent • For all age groups if you eligible for statement, your current balance and help with your council tax you will need transactions on our website; register to claim council tax reduction from the at www.harrogate.gov.uk for an on- council, further information is available line account. Alternatively, contact on the council’s website your Housing Officer for further help. www.harrogate.gov.uk/ctr I can’t pay my rent, what should Please note that for pension age I do? - If you are struggling to pay residents only one application form is your rent, contact your Housing required to apply for help with your rent Officer. They can come to an and council tax. agreement with you about how you can pay off your rent arrears. If you currently claim benefits, you must They can also put you in touch with always notify the Benefits section of any the council’s Benefits section and changes in your circumstances. agencies who can help.

P12 TENANT HANDBOOK Harrogate Borough Council PART D

Repairs and maintenance Reporting a repair If you need a repair please report this been done. If you are not happy with the online at www.harrogate.gov.uk, email work that’s been carried out, please tell [email protected] or us. Your views can help us to improve the telephone 01423 500600. service you receive. If you would like to write to us about your Emergency repairs repair, please send it to the Housing team, PO Box 787, Harrogate, HG1 9RW. If you have a genuine emergency outside office hours, you can contact the council’s Try to give us as much detail as possible; we Emergency Repairs team. They can only may ask you several questions to find out as help if it is an emergency. The telephone much information as we can. number is 01423 556300. Please remember to give us your name and How long will I have to wait address when reporting repairs. We will send you a receipt of the work which will give you for a repair? information about which contractor we will be When the repair work is ordered, you will using and when the work will be completed. be given details of when the work should All tenants receive a satisfaction survey letter; be completed. The table below explains please complete the survey when the job has how the council prioritise repairs.

PRIORITY GRADE Examples Emergency repairs carried out and property made safe Burst water pipes, gas leaks, no power in the property, a E within four hours, with any follow up work done in the blocked toilet drain or a property that isn’t secure. next four days. Used strictly for emergency work, where repairs will prevent danger to life or limb and/or serious damage to a property. Urgent repairs to be done within three working days. A leaking waste pipe to the sink, a faulty light or socket, A Work that needs to be carried out urgently to overcome heating not working, a faulty ballcock in the toilet. a nuisance to the tenant, to prevent on-going damage to the property and /or where there is a potential health and safety risk. Repairs to be done within 10 working days. Work A loose hand washing basin, an external door that’s B that needs to be done promptly because the tenant is sticking, a loose kitchen cupboard, loose or broken roof unreasonably inconvenienced and/or the problem may tiles. get worse. General repairs to be done within 30 working days. Wall tiles that need to be renewed, fencing needing C Standard work where the problem doesn’t cause a high repair, plaster requiring filling, a loose kitchen worktop, level of disturbance or inconvenience to the tenant and/ loose floorboards, repairs needed on external render or is unlikely to deteriorate further. and pointing, windows that are sticking. Planned improvement or repair work to be done within Planned improvements or major repairs to kitchens, P 60 working days. bathrooms, heating, roofing, fencing and/or landscaping.

P13 TENANT HANDBOOK Harrogate Borough Council PART D

Who does the repair work? Harrogate Borough Council has its own • renewing light bulbs, tubes and starter in-house maintenance team made up of motors for fluorescent lights joiners, electricians, plumbers and builders. • making good minor cracks and holes in The in-house team takes on day to day the plaster repairs. Heating work and planned work such as kitchen and bathroom replacements, • renewing individual TV or radio aerials roofing and building work, is generally (please note that permission is required carried out by contractors. from the council before installing aerials and satellite dishes) All repair contractors carry an ID card • wooden sheds (permission will not be and you should ask to see it before letting granted for a shed in any communal anyone into your home. If you have any area) doubts, please ring the Property Repairs team - even if this means leaving the Annual servicing contractor waiting on your doorstep. The council will service certain appliances What repairs are tenants annually. These include, but are not responsible for? limited to: • gas central heating You must take care of your home and avoid causing damage to the property. For • wired-in appliances (e.g. a smoke example, you shouldn’t do anything that will alarm) block your sink or drains. • solid fuel heating If any repairs have to be done due to • ground or air-source heat pumps damage you have caused or because you When our contractor contacts you about have failed to tell us about a problem, you a gas system service and test, you should may have to pay for them. make an appointment with them as soon Your tenancy agreement details what repairs as possible. are your responsibility and which are the Gas servicing is very important and is council’s. there to keep you safe. The repairs which you are responsible for As your landlord, the council has a legal include: duty to carry out a gas safety inspection of • internal redecoration any gas appliances we own.

• damage by a member of or visitor to the These inspections and tests have to be household carried out within 12 months of the last • replacing lost keys inspection. This means that we will arrange for tests to be carried out well before the • fitting curtain track battens anniversary of the last test, to allow time • renewing plugs and chains to sink, baths for a convenient appointment to be made and basins with you and to make sure the council complies with the law.

P14 TENANT HANDBOOK Harrogate Borough Council PART D

What do I do if….? Emergencies can arise within your home. We If it clicked straight back to the ‘half-way’ have put together a list of questions and answers position, do the following: to guide you through some of these problems. • Push down all the switches LEFT of the RCD at ‘half-way’ I can smell gas…. • Push the RCD switch all the way down and • turn off the gas at the meter. You do this by then right back up again; it should stay up turning the isolation valve a quarter turn. If it this time is not by the meter under the stairs, beneath • Slowly, one by one, push each of the the kitchen sink, it may be under or next to a switches up; if the RCD clicks down again, meter box that is outdoors the last switch you pushed up is the circuit • open doors and windows to let the gas escape where there is a problem • put out all naked flames • Push the ‘problem’ switch back down again • ring Transco on 0800 111999 and leave it down • leave the building and wait for Transco • Re-set the RCD by pushing all the way down, • do NOT smoke then all the way up again • do NOT switch electric switches on or off • Push all the other switches to ‘up’ EXCEPT • do NOT use the door entry system the ‘problem’ one • Report your electrical fault to Customer My electricity has gone off… Services on the next working day (you If all your electric goes off, first check with a should have enough of the electrical circuits neighbour to see if they have the same problem. working to manage for a while, so it is not an If they have, this will usually mean that there is emergency repair) a power cut and power will be restored in due If you manage to switch all the switches up and course. the RCD doesn’t click back down, there is no longer a problem and everything is OK again – If it is only your property that’s affected, check the you might find that a bulb has blown somewhere fuse box. Normally, all the switches should be in in the house, causing the RCD to trip out. the ‘up’ position. It would be useful to keep a torch with good Look at the RCD Switch (there are two in our batteries handy for looking at the fuse box. All illustration, yours might only have one). electrical work should be only carried out by a If it is in the ‘half-way’ position, push it all the way qualified electrician. down, then all the way up. My water pipes are leaking… Did it stay up? If so, everything is OK again. • turn off your stop tap, or ‘Sure Stop’ switch • put a container or towel beneath the leak • turn off the electricity if water is near plug sockets or lights • telephone the Customer Services team; tell them if the pipe is still leaking. A tradesperson will be sent to your home as quickly as possible on the same working day

P15 TENANT HANDBOOK Harrogate Borough Council PART D

My heating doesn’t work… having bled the radiators as the pressure in the heating system may have been lost. • check the time clock and thermostat controls are set correctly Planned improvements • if you have a pre-payment card or key meter, check that there is enough credit The council is committed to ensuring all tenants on it have a warm and well maintained home. Each • if you have an older gas boiler, check that year we prioritise improvement works to ensure the pilot light is on. Newer gas boilers that council homes meet the Governments don’t have pilot lights ‘Decent Home Standard’. • if you have a modern wall mounted gas When you are offered improvement work to your boiler with a pressure gauge, check kitchen and bathroom, we will give you a choice that the needle is in the green area (the of colours for your kitchen units, floor and wall gauge may be behind the flap on the front tiles. Other planned maintenance works include of the boiler) new heating systems, new windows and doors and new roof tiles or slates • if you still have problems contact the Customer Services team. After the improvement works have been completed, you will be sent a satisfaction My heating is on but my radiators questionnaire. We value feedback and use aren’t warm... this information you give us as a measure of our success and to develop our planned Sometimes air becomes trapped in a central improvement service. heating radiator, which results in the radiator becoming cold at the top and warm at the Asbestos bottom. You will need to ‘bleed’ the radiator, which means removing the air from the Up until the end of 1999, asbestos was used in radiator and allowing it to fill with hot water. house construction and was particularly useful as a heat resistant material for fire protection. To do this, you will need a radiator key, a cloth and possibly a cup to catch any excess Materials that contain asbestos are perfectly water. You can buy a radiator key from any safe as long as the material remains undamaged hardware shop or most large supermarkets. and intact.

The first thing to do is to switch off the central You should always get the council’s permission heating system. The bleed valve is a small before carrying out any home improvements. square nut at the end of the radiator. With If you are concerned about asbestos in your the key, gently turn the nut anti-clockwise home, please contact the Property Services until you hear a hiss; this is the air in the team. They will be happy to provide you with radiator being released. When water starts further information and advice. to seep out of the valve turn the key back clockwise. This will shut the valve. Do NOT We will tell you if the council’s contractors are screw the valve off completely, as the plug going to do any work that may involve asbestos. will come out and you may have difficulty The contractors will make sure that you and your getting it back in. If you have a combi-boiler, family are kept safe during the work and will tell you may have to top up the pressure after you when the work is finished.

P16 TENANT HANDBOOK Harrogate Borough Council PART E

Looking after your new home Condensation Gardens All air contains a certain amount of Individual gardens ‘invisible’ water vapour. Condensation often occurs when air carrying water vapour It is your responsibility to cut the grass comes into contact with a cold surface. This and hedges, prune any trees and keep the can be seen, for example, on the bathroom borders tidy. Trees must be treated with care mirror when you have had a bath or shower. and if you are unsure what to do we can give you advice. Every 3 years, the council’s tree Condensation may show up as patches specialist will inspect the trees in your area of black mould; this grows in the moisture to ensure that they are healthy. If you are soaked up by the wall. Black mould will responsible for a hedge next to a footpath usually grow on an outside wall or behind a or ginnel, you must maintain both sides and piece of furniture. ensure that any walkway is not obstructed by What can I do to avoid condensation? the hedge. If you are elderly or have a disability and Normal activities such as washing, bathing have no one living at home or nearby who and cooking create moisture. These can do the garden for you, the council may be activities can’t be avoided but the moisture able to help you. Ask your Housing Officer for they produce can be kept to a minimum. details. There are several easy ways to do this: Shared gardens • keep saucepan lids on when cooking. The council will maintain the grass and • dry clothes outside wherever possible. gardens in communal areas. The grass will be • when you are doing things that create a cut 14 times between March and October or lot of moisture, like showering, bathing approximately every 2-3 weeks, although this or cooking, open a window in the room can vary during wet weather. either during or immediately after the activity for a quarter of an hour or so. We don’t use grass cutting machinery that picks up the grass clippings. We cut hedges • use extractor fans where fitted. twice a year, once during June and July and The best solution is to make sure that once between October and December. We there is always some ventilation in your inspect shrubs and rose beds at least every home. If you have vents or air bricks don’t 6 weeks during the summer. We inspect all block them up and if you have an anti- trees on a 3 year cycle. condensation fan fitted, you should use it. Please note, we will not grant permission to Try to keep the internal doors to the kitchen put up a new shed on any shared land. and bathroom closed to stop moisture spreading to other parts of your home.

Keeping your home warm will also help fight condensation problems. It is recommended to keep your home between 18oC and 24oC when you are at home. P17 TENANT HANDBOOK Harrogate Borough Council PART E

Shared stairways and halls Parking If you have shared halls and stairs to your Unless you have your own driveway, parking home you, and all the other residents in the spaces won’t be allocated with your property. block, are responsible for cleaning these In some areas we do provide parking areas areas. It’s best if you can agree with your and lay-bys and we would ask that residents neighbours who should clean which areas. have priority over visitors in these areas The walls/stairs/hallways should be kept free General information from any items, rubbish or obstructions so that in the event of a fire everyone can evacuate For information on refuse collection days, the building safely. Rubbish poses a fire risk recycling, street cleansing or grass cutting and should therefore never be stored in any in shared areas, telephone the Customer stairway and/or hallway. Service team or visit the council’s website at www.harrogate.gov.uk Pets Frequently asked questions You may keep pets unless you live in a sheltered housing scheme. However, you Lost keys/locked out must look after your pets and keep them under If you lose your keys or have locked yourself reasonable control so that they don’t annoy or out, it is your responsibility to pay for any upset your neighbours. work needed to break into your home, such You may exercise your dog in the shared areas as repairing broken doors or changing the around your home but you must not allow your existing lock. dog to foul in these areas or any public places. If the council carries out the work you will This can be a health hazard especially to have to pay for all the costs. You may ask young children, and is very unpleasant for your your own joiner to break in for you, but you neighbours. If you experience problems with must always tell your Housing Officer if there dogs, such as dog fouling, or stray dogs, or is any damage. would like to find out more about responsible dog ownership contact the Dog Warden How can I get rid of bulky items? Service on 01423 500600. The council may be able to remove one Pest control or two larger items of furniture as well as safely disposing of old fridges and freezers. As a householder you may occasionally For more information contact Customer get problems caused by animals or insects Services. - for instance rats, wasps and bees. If you experience problems please contact the Can I run a business from home? Customer Services team on 01423 500600. Your home is predominantly for you to live There may be a charge for this service; in rather than for purposes of running a however, people living in certain properties or business. However, some business activities on state benefits may not have to pay. that don’t disturb your neighbours may be acceptable. Examples of this may be window cleaners, driving instructors, typing services and painting and decorating. P18 TENANT HANDBOOK Harrogate Borough Council PART E

You must get permission from the council What help is available to provide a for any business you wish to run from parking space? home. If permission is given but it results in a nuisance to your neighbour you will have Many council estates were designed before to stop using your home for the business. there was widespread car ownership and therefore they have limited parking available. Can I carry out car repairs at home? The council gives grants to help tenants with It is acceptable for you to carry out the cost of installing a hard standing area in occasional repairs to your vehicle. their garden. However, we generally find that it’s If you wish to install a hard standing parking unacceptable for people to regularly carry area next to your property, you must get our car repair work and we will generally permission from your Housing Officer. If refuse requests for people to run a car you don’t, you may be asked to remove the repair businesses from home. hard standing area and cover all of the costs Can I park an untaxed/uninsured car involved in doing so. at home? In some areas we do provide parking areas and lay-bys. Please note that we do not Yes, but you must get permission from allocate specific parking spaces to individual your Housing Officer and the vehicle must tenants and we would ask you to ensure that be roadworthy and parked on a hard residents always have priority over visitors. standing area on your property and not on the road. You also need to get a SORN If you have a disability which means you (Statutory Off the Road Notice) from the can’t walk far you may be able to ask for a DVLA. disabled parking space to be provided at the roadside (although any registered disabled It is illegal to park an untaxed vehicle on person may use this). For further details the public highway. The council will also contact your Housing Officer. take legal action to ensure that untaxed, uninsured and un-roadworthy vehicles How can I resolve parking problems are removed from hard standing areas, with my neighbours? gardens, council roads and parking areas. If you are having a dispute with your Can I park commercial vehicles at neighbour about parking you should contact home? your Housing Officer for advice on what help the council can offer. Often parking disputes You must have the council’s agreement are best resolved by reaching an agreement in writing before you park commercial with your neighbours as to who should have vehicles, caravans, motor homes or boats priority to park. in the garden, driveway or paved area around your home, or on any shared parking areas.

P19 TENANT HANDBOOK Harrogate Borough Council PART F Anti-social behaviour The council believes every tenant has Threatening behaviour the right to enjoy their home free from anti-social behaviour. If you are being threatened in any way you should first contact the police then let your What is anti-social Housing Officer know. behaviour? We take all complaints seriously. We will investigate your complaint and try to Anti-social behaviour is behaviour resolve the situation. We will however, need that is generally considered to be your help and this may involve making unacceptable to society or by a a statement about what has happened, community (rather than by one or two keeping records of what happens to you people or households). Anti-social and, in some serious cases we may ask you behaviour is often illegal and includes: to go to court with us to tell the judge what • violence - threatening or actual happened. • domestic violence Children • excessive noise Tenants are responsible for the behaviour of • vandalism their children and any visitors to their home. • theft If your children are involved in anti-social • drug dealing behaviour in your area or even elsewhere, your tenancy will be put at risk. • prostitution • racial and sexual harassment Pets • storing stolen property If you have a pet in your home you are The council works closely with the responsible for ensuring that it is kept under police, North County Council control and does not cause a nuisance to and health and voluntary agencies your neighbours. Dogs must not be allowed through the Safer Communities to foul either communal or public areas and Partnership to prevent and resolve must always be exercised with due regard to problems of anti-social behaviour. the safety and convenience of other people and animals. When problems can’t be resolved the council may take legal action. This may Threatening behaviour involve seeking an injunction to stop against staff someone from being at a property or even an area or an estate. Alternatively We will not tolerate any threatening if a tenant (or their family, occupants behaviour against our staff. of their home or visitors) is involved, A condition of your Tenancy Agreement is the council may seek an order for that you or your visitors do not threaten possession in the County Court. neighbours, or intimidate or carry out any violent acts against any member, officer or agent of the council. P20 TENANT HANDBOOK Harrogate Borough Council PART F

Domestic violence Useful contacts Domestic violence is defined by Independent Domestic Abuse Services the Government as ‘any incident of (IDAS) threatening behaviour, violence or abuse 0808 2000 247 (psychological, sexual, financial or Victim Support emotional) between adults who are or have 01609 643100 been intimate partners or family members, regardless of gender or sexuality’. Citizens’ Advice 0344 411 1444 Domestic abuse is rarely a one off event and tends to escalate over time. The abuse Dealing with problem can include: neighbours • name calling or put-downs If you have a problem with your • keeping someone isolated from family neighbour, you may simply need to or friends speak to them. Perhaps they don’t know • withholding money that what they are doing is upsetting • actual or threatened physical harm you. Activities which often cause a nuisance include: noise, DIY work, • sexual assault rubbish, uncontrolled animals, unruly Your Housing Officer can give you children and car repairs. advice about what help the council and If you feel that you can’t speak to your other agencies can offer. Where there neighbour, or you are not satisfied with is evidence that domestic violence has their response, please contact your occurred the council may take action Housing Officer. Your Housing Officer for possession of a property against the will discuss the most appropriate way to person who has committed the violent act. deal with the behaviour that’s causing What is Hate Crime? you problems. This represents a criminal offence against an individual or property that is motivated To report anti-social by the alleged perpetrator’s hate against the individual due to age, sex, race, behaviour please religion, disability, sexual orientation or speak to your Housing ethnicity, and we have supportive evidence Officer or complete a that such behaviour is motivated by the customer enquiry form alleged perpetrator’s hate. on our website Anybody found to be responsible for www.harrogate.gov.uk harassment or hate crime may be evicted from their property. This includes harassment or hate crime against our own staff. P21 TENANT HANDBOOK Harrogate Borough Council PART G

Support for older people Sheltered Housing Harrogate Lifeline The council has a six sheltered housing For tenants who wish to remain in schemes across the district for people with their existing homes and not move into slightly higher support needs who are still able sheltered accommodation, the council to lead an independent life, but who would offers support through the Lifeline benefit from the security and the support of an Service. This is provided via a Lifeline Independent Living Officer. unit using the property’s telephone land line. The six schemes are: • Carlton Lodge, Leeds Road, Harrogate Each Lifeline unit has a red emergency button and a personal alarm trigger • Hewitson Court, Stockwell Road, which, if pressed, will immediately Knaresborough connect you to the call centre. • Collins Court, High Street, Knaresborough A call centre advisor can speak with • Maple Creek, Red Lane, Masham you via the Lifeline loudspeaker and • Blossomgate Court, Blossomgate, Ripon arrange appropriate help for you. This may involve contacting an Independent • Bondgate Court, Bondgate, Ripon Living Officer, calling for a doctor or Each flat in the scheme has a call system and ambulance, or contacting a relative each tenant has a personal alarm trigger to or neighbour. The Independent Living enable them to get immediate help if needed. Officer will also make regular visits to Sheltered housing schemes also have a ensure all is well. range of shared facilities such as lounges for Please contact the council’s socialising and hairdressing salons, and most Independent Living Service if you are have mobility scooter storage and charging interested in finding out more about rooms. this kind of support. At each scheme the Independent Living Officer acts as a guide to the tenants, providing support Adaptations without interference. In case of an accident or If you’re having difficulty managing other emergency, they will call the doctor or in your home because of illness or ambulance and contact relatives. They will also disability, the council may be able visit each tenant regularly, to ensure all is well. to carry out adaptations to help you When the Independent Living Officer is off live life as fully and independently duty or away for any reason, the scheme as possible. These adaptations may automatically switches over to the Call involve fitting small items such as grab Monitoring Centre and a Duty Independent rails or an additional stair rail, or larger Living Officer. items such as showers or ramps to door entrances. If you’re interested in sheltered housing please contact Customer Services on 01423 500600 to request an application form.

P22 TENANT HANDBOOK Harrogate Borough Council PART G

If you think that you may need adaptations to your home, please contact the Property Services adaptations team to discuss the matter and request an application form.

The council works closely with the North Yorkshire County Council’s Health and Adult Services team. Most requests for adaptations will require a member of this team to visit you, to make a professional assessment of your need and recommend the most appropriate adaptation.

If your home needs a lot of changes it may be possible for you to move to more suitable accommodation. Again, you should contact the Property Services adaptations team who will be happy to visit you and discuss your options. Gardening You can get help with your garden if you are elderly or disabled and have no-one living with you or nearby who can care for the garden for you. For more details ask your Housing Officer. Assisted bin collections If you struggle when moving your bins to the kerbside, you can apply for assisted bin collections by contacting the council’s Customer Services team. You will be sent an application form to fill in and a council officer may have to visit your property.

If your circumstances change and you no longer need this service, please let the Customer Services team know.

P23 TENANT HANDBOOK Harrogate Borough Council Useful telephone numbers Harrogate Borough Council General Enquiries 01423 500600 Benefits -Enquiries and Fraud hotline 01423 500600 Council Tax Enquiries 01423 500600 Housing Needs (housing waiting list information, transfers and homelessness) 01423 500600 Housing Officers 01423 500600 Repairs - Reporting a repair 01423 500600 email: [email protected] Emergency Repair – out of hours 01423 556300 Independent Living Services 01423 500600 Lifeline 01423 500600

North Yorkshire County Council Customer Services including Blue Badge, Concessionary bus passes, Highways 01609 780780

Other Agencies Electric – Loss of supply 0800 375675 Gas – Emergency 0800 111999 Police – non emergency 101 Emergency Services 999 NHS 111

Moving House – Who do I need to tell? Schools Doctor Dentist Bank/building society Credit card companies Gas company Electric company Yorkshire Water 0345 1242424 Contents insurance company DVLA 0870 2400009 Car breakdown Car insurance Mobile phone company TV/broadband/phone companies TV Licensing 0870 2416484

P24 TENANT HANDBOOK Harrogate Borough Council