TE NANTS HANDBOOK HOMES FI RST Lewes and Eastbourne Councils Eastbourne Homes Ltd CONTENTS

SEC TION 1 IMPORTANT CONTACT DETAILS

SEC TION 2 MOVING IN

SEC TION 3 PAYING YOUR RENT

SEC TION 4 TYPES OF TENANCIES

SEC TION 5 MAKING CHANGES TO YOUR TENANCY

SEC TION 6 EXTRA HELP FOR OLDER PEOPLE

SEC TION 7 LIVING IN A COUNCIL PROPERTY

SEC TION 8 GETTING ON WITH YOUR NEIGHBOURS

SEC TION 9 REPAIRS AND MAINTENANCE

SEC TION 10 SAFETY

SEC TION 11 GETTING INVOLVED

SEC TION 12 PRIVACY AND DATA SECTION 1

IMPORTANT CONTACT DETAILS SEC TION 1

IMPORTANT CONTACT DETAILS

Main Council Contact Details

Lewes District Council Eastbourne Borough Council Southover House 1 Grove Road Southover Road Eastbourne BN21 4TW Lewes BN7 1AB T: 01323 410000 T: 01273 471600 www.lewes-eastbourne.gov.uk Text Relay: 1800101323410000

Repairs Contacts

Lewes District Council Eastbourne Borough Council [email protected] eastbourne.repairs@ 01273 471600 mearsgroup.co.uk Option 3 then 1 01323 410000 Option 1 Out of hours emergency repairs: Main council number, then the emergency repairs option. Gas Heating problems: call BSW on 01444 836036 (Lewes) or BSW on 02087635300 / 08001422761 (Eastbourne)

Rents Contacts

Lewes District Council Eastbourne Borough Council 0800 023 7080 0800 288 8097 You will need your 12 digit You will need your 7 digit reference number reference number

Pay online at www.lewes-eastbourne.gov.uk/payments/pay-your-rent/

SECTION 1 /1 SEC TION 1 IMPORTANT CONTACT DETAILS

Council Department Email Addresses

Customer First customerfi[email protected] Homes First

Tenant Involvement Tenant.participation@lewes- eastbourne.gov.uk

Other Useful Contacts

Agency Telephone Website

Age UK 0800 055 6112 www.ageuk.org.uk/

Child Benefit 0300 200 3100 www.gov.uk/child-benefit

Citizens 03444 111 444 www.citizensadvice.org.uk/ Advice Bureau

Disability for phone numbers www.gov.uk/disability- Benefits (DLA/ benefits-helpline PIP/ AA) See website DVLA 0300 790 6801 www.gov.uk/government/org anisations/driver-and-vehicle- licensing-agency

East Sussex 0345 60 80 191 www.eastsussex.gov.uk/ County Council

SECTION 1 /2 Other Useful Contacts (continued)

Agency Telephone Website

East Sussex Fire and 0303 999 1000 www.esfrs.org/ Rescue (non emergency)

Emergencies 999

Environment Agency 03708 506 506 www.gov.uk/government/ organisations/environment- agency

ESCC Blue Badge 01323 464 244 www.eastsussex.gov.uk/ Team socialcare/transport/blue- badge-guide/apply/ HM Revenue and Customs (Tax credits) 0345 300 3900 www.gov.uk/topic/benefits- credits/tax-credits

Jobcentre Plus 0800 055 6688 www.gov.uk/contact- jobcentre-plus/new-benefit- claims

National Grid Gas www.nationalgrid.com/uk (to report gas leaks) 0800 111 999 Electricity 0800 404 090

NHS 111 Service 111 www.nhs.uk/NHSEngland/A boutNHSservices/Emergency andurgentcareservices/Page s/NHS-111.aspx

SECTION 1 /3 SEC TION 1 IMPORTANT CONTACT DETAILS

Other Useful Contacts (continued)

Agency Telephone Website

Pension Service 0800 731 7898 www.gov.uk/contact- (State Pension/ pension-service Pension Credits) Police 101 (non-emergency)

Social Care Direct 0345 60 80 191 www.eastsussex.gov. uk/socialcare/

South East Water 0333 000 0001 southeastwater.co.uk/ (Drinking Supply Emergencies) Southern Water 0330 303 0368 www.southernwater. (Waste Water co.uk/ Emergencies) TV Licensing 0300 555 0286 www.tvlicensing.co.uk

Welbeing (Lifeline) 01323 644422 www.welbeing.org.uk

SECTION 1 /4 SECTION 2

MOVING IN SEC TION 2

MOVING IN

Moving into your new home is an exciting time and we want to help your move go as smoothly as possible. This section provides some basic information about what to expect when you move into a Lewes District or Eastbourne Borough Council property, but if you have other questions, please look on our website or speak to the Neighbourhood Housing Team.

Keys Housing Related Benefits At the sign up you should be given If you are already claiming a set of keys, including communal Housing Benefit, please be aware front door keys if necessary. We that your claim is related to your do not have spare keys to your current accommodation and will property. If you require additional not move with you when you keys it is your responsibility to get move homes. In advance of the more cut if you need them. If you sign up for your new property, it is lose your key(s) to your individual your responsibility to complete a property it is your responsibility to new Housing Benefit application arrange a locksmith. We do hold form or report your changes by copies of some communal front signing in to your Universal Credit door keys to blocks as these are account. Any delay with applying security keys and cannot be for Housing Benefit or Universal copied. If you lose your common Credit can result in rent arrears way key, you will have to request building up which you will be a replacement from the Property responsible for. You will also need Services team and there is a to make arrangements to pay charge for this. For Retirement your Council Tax at your new Housing accommodation please address. There are more details refer to the Retirement Housing on Housing Benefit in Section 3 of Team for guidance as schemes this handbook. operate master key and electronic security.

SECTION 2 /1 SEC TION 2 MOVING IN

Gas, electricity, water and TV You will also need to register at It is your responsibility to advise your new address on the Electoral utility companies such as gas, Register. This ensures you will be electric and water companies of able to vote in any upcoming the date that you moved into your elections. Please visit home. It is very important to make www.gov.uk/register-to-vote a note of meter readings when Or call the electoral department you first move into the property as of your Authority on their main most utility companies will need to numbers detailed previously. know these. To find out who your gas supplier is, call 0870 608 1524 Contents insurance and to find out who your electricity As a Landlord or Freeholder we supplier is call 0333 202 2023 . insure the structure of your home You will also need to inform TV but you are responsible for licensing of the date you moved in insuring your personal property and pay for a new license for your and the decoration of your home. new property or move your We are only responsible for existing license. If you live in repairing elements such as walls, Retirement Housing please refer plastering, boilers, windows and to the Retirement Housing Team the roof. The Council will not be for advice on concessionary liable if the contents of your home license criteria and payment such as furniture, carpets, methods. personal items or appliances are damaged in an accident such as Post and Electoral Register a fire or flood or if you have things Please make sure you notify as stolen in a burglary. many companies as possible of your new address before you The cost of contents insurance is move, otherwise you may lose usually a very small proportion of important post. You can also what it would cost you to replace arrange to have your mail lost household items. When taking redirected to your new home. out contents insurance, shop To arrange this, please go to around for the best policy making www.royalmail.com/personal/rec sure that it is with a reputable eiving-mail/redirection company. It is important to include NB. There is a cost for this service. third party cover in case anyone

SECTION 2 /2 claims against you, for example, if Lettable Standard you accidentally leave a tap At the sign up you will be provided running and flood your with a copy of the Lettable neighbours' home. Standard document. This outlines the condition that properties TV aerials and satellite dishes should be in when they are let All of our flats already have and is based on the principles of communal digital aerials, for safety, security, cleanliness and all which there is a small charge that services being in working order. forms part of your total rental charges. The aerial will receive The purpose of the Lettable terrestrial channels; if you wish to Standard is to ensure that a access extra channels you will consistent standard of work is need to use a set top box from carried out by Council and its one of the satellite TV companies Contractors to all empty properties or use a TV with inbuilt Freeview. If before they are re-let. Likewise, there is no communal aerial and when a property is handed back you wish to install a satellite dish, to us following the Tenant moving you must apply for permission in out, the Council expect the writing as well as planning property to be in a similar permission. Please complete the condition. online form available on our website or speak to the Property If you are not happy with the Services Team. standard of your new home please contact the Property Pets Services Team. Some types of properties are not suitable for pets and you will need Building your credit to seek written permission from Experian Rental Exchange - the Council. If you wish to keep a Get recognised for paying your dog and sign a Responsible Dog rent on time. Owner Agreement. If you live in accommodation or a block of flats It is now possible for your tenancy where there is a no dogs policy or payment information to be shared a no pets policy you will not be through Experian Rental Exchange permitted to keep a dog/animal. which enables you to build and

SECTION 2 /3 improve your credit report the This will also benefit you by same as homeowners are able to helping to create an online proof do by paying their mortgages of identity. each month. You can opt into this service This means that rent payments during the sing-up process or at made on time will now enhance any time thereafter. You can also your credit report making it easier opt out at any time. to: You can find out more by visiting • Open a bank account www.experian.co.uk/rental- • Get a new credit card exchange/tenants.html • Have a loan application approved • Shop online • Qualify to pay for gas/electricity via a credit meter • Receive better mobile phone rates

SECTION 2 /4 SECTION 3

PAYING YOUR RENT SEC TION 3

PAYING YOUR RENT

One of the most important responsibilities of being a Council tenant is to make sure your full rent is paid on time. Rent becomes due every week. This section gives an overview of the ways you can pay your rent. If you have any problems making your rent payments, it is best to call us and discuss your situation. Ignoring the problem will only make things worse.

Telephone Online Banking or Standing Paying by telephone is convenient Order with our 24 hour automated You can pay via online banking or payment line. Lewes tenants need by setting up a Standing Order. A to call 0800 023 7080 and Standing order can be set up by Eastbourne tenants need to call you with your bank for any date in 0800 288 8097. Calls to these the month but cannot be numbers are free from a UK amended by us. Please ensure landline, but charges may apply you set up your arrangement to from mobiles. debit your bank account at least 5 banking days before your Direct Debit instalment is due to us. You must Setting up a Direct Debit is simple include your reference number for and easy to set up and saves you any online payment. Our bank time. You can choose to pay details are: fortnightly, monthly or four-weekly in advance. Monthly payments are Lewes District Council requested on the 1st of every Lloyds Bank month. You can download a Direct Sort Code: 30-80-12 Debit form from lewes- Account: 10298260 eastbourne.gov.uk. Eastbourne Borough Council Lloyds Bank Sort code: 30-80-12 Account: 10712168

SECTION 3 /1 SEC TION 3 PAYING YOUR RENT

Online Pay rent at your local shop or You will need your rent reference Post Office by PayPoint number which can be found on You can pay your rent using cash any correspondence you have by going to any Post Office or shop been sent or your rent payment displaying the PayPoint logo. In card. You can pay on-line by order to do this, you must take visiting www.lewes- your payment card that you eastbourne.gov.uk This is a quick, should have received shortly after secure and convenient way to pay. moving in to your home. If you have lost your payment card, Post please contact the Account You can pay your rent by cheque Management for a replacement. and send it to us. Please make cheques payable to either Lewes Housing Benefit District Council or Eastbourne and Universal Credit Borough Council and put your These Benefits help people on low reference number on the back of income pay their rent. You may the cheque. Please note we do not be able to claim one of these take cash and post-dated benefits if you have a low cheques are not accepted. Please household income. Please send your cheques to the relevant contact the Council for advice on address below: which of these benefits you may be eligible to claim. Customer First Southover House If you receive Housing Benefit or Southover Road Universal Credit, you need to Lewes BN7 1AB ensure that any top ups or supplements that you are Customer First responsible for are made on time. 1 Grove Road If the Council is not receiving your Eastbourne BN21 4TW rent directly you need to pay the housing element to us as soon as you receive it.

SECTION 3 /2 Service Charges If you are having trouble paying Some tenants will have a service your rent charge element in addition to their If you are having problems paying rent, which partly depends on the your rent or are falling behind, type of property you rent: please contact Account Management straight away so General Service Charge that we can advise you on what This is paid by some tenants to you can do. Please ring 01273 cover items on housing land such 471600 or 01323 410000 and as grass cutting, upkeep of play choose the Account Management areas, estate lighting, fencing and option. The sooner you contact us, management costs. the easier it will be for us to assist you. Please do not ignore Communal Service Charge the problem in the hope that it will This applies to tenants living in go away. flats and is an extra charge on top of rent that covers items such as We can give you advice on communal lighting, caretaker different payment methods, which services and door entry systems. benefits you may be entitled to, and agencies you could contact to Retirement Housing get independent advice & help Communal Charge with your debts. If you are unable This covers Retirement Housing to pay all that you owe in one communal facilities payment, we can reach a reasonable agreement that will Retirement Housing enable you to pay by regular Personal Charge instalments. This covers personal heating and lighting costs and other personal facilities.

Personal Support Charge This pays for services that help you live independently such as lifeline facilities.

SECTION 3 /3 SEC TION 3 PAYING YOUR RENT

There are serious consequences if you fail to pay your rent:

• You risk legal action being taken which may result in Court Costs, a County Court Judgement against you and the possibility of losing your home

• You will not be allowed to transfer to alternative accommodation

• You may not be allowed to carry out a mutual exchange

• You will not be able to rent a garage from us

• You will not be eligible for our Internal Redecoration Scheme

• You will not get a good reference from us i.e. for another landlord, bank or building society

SECTION 3 /4 SECTION 4

TYPES OF TENANCIES SEC TION 4

TYPES OF TENANCIES

This section gives an overview of the different types of tenancies which may be offered by the Council. You can find more information on the website.

Introductory tenancy and as long as you have kept to An introductory tenancy will be the terms of the tenancy offered to all new tenants who agreement, your tenancy will have not had a Council or automatically convert to a secure Housing Association tenancy tenancy which gives you more before. An introductory tenancy security in your home and more runs for a 12-month probationary rights. period where you need to demonstrate you are able to keep During your introductory period, to the terms of the Tenancy you cannot apply for a mutual agreement. You will need to allow exchange or assignment, sublet the Council to visit you during this part of your property or carry out time. If you fail to keep to the terms any alterations to the property. of the agreement, for example not paying your rent on time or The most common reasons that causing a nuisance to your introductory tenancies fail are the neighbours, then we are able to non-payment of rent and anti- evict you more quickly than social behaviour. If breaches such 'secure tenants'. For introductory as these occur, we can extend the tenancies we are required to introductory tenancy period by a prove to the court that the problem further six months. In this case, we has occurred and that it has been must send you a Notice of dealt with properly. The court can Extension explaining our reasons. then give an order to end the You also have a right to ask that tenancy. the decision to extend your introductory tenancy be reviewed. At the end of your introductory If the Council has placed you in tenancy (usually after 12 months) Temporary Accommodation you

SECTION 4 /1 SEC TION 4 TYPES OF TENANCIES will be given a non-secure including paying the rent, until the tenancy or a license, depending joint tenancy comes to an end. on your personal circumstances. If you are later offered a Council For more information about tenancy you would be issued with changing a joint tenancy to a sole an introductory tenancy at this tenancy, please see the Making point. Changes to your Tenancy section of the handbook. Secure tenancy If you have been a tenant with us Non-secure tenancy for more than a year you will Non-secure tenancies are issued normally hold a secure tenancy, to tenants who have been placed which gives you more rights such into temporary accommodation as being able to move properties. owned by the Council. Once It also gives you more security and permanent housing is found, an usually means that you can introductory tenancy will be given. remain in your home for as long as you like provided that you do Non-secure tenancies do not have not break the terms of your all the rights that secure tenants tenancy agreement. There are have, including no right to buy, some circumstances, for example right to exchange, right to redevelopments, where the succession or right to take in Council can make you move to lodgers or sublet. If the Council another property. If this is likely to wishes to end the tenancy, it can happen to you we will give you serve a notice to quit, bringing it to plenty of notice. an end.

Joint tenancy You may have signed one of the tenancies described above with someone else - this makes you both joint tenants. Holding a joint tenancy means that you are both responsible for keeping to the terms of the tenancy agreement,

SECTION 4 /2 Breaking the Terms of your can also apply to the court for an Tenancy order saying that you must or Whatever type of tenancy you must not do something. This can hold, it is important that you keep involve other agencies such as the to the terms of the agreement Police. which are explained in more detail in your tenancy agreement. If you are worried about not being The main responsibilities are: able to keep to the terms of your agreement or if you break the • To pay your rent on time and not terms of your agreement because get into arrears you are unwell or in other difficulties, please speak to the • Not to cause, or allow any family Neighbourhood Housing team as or friends to cause, anti-social soon as possible and they will try behaviour in your home or and help you. neighbourhood

• To live in the property as your only and main home and not to sub-let the whole property to someone else

• To keep your home in good condition and allow us access to make repairs when necessary

If you break the terms of your agreement, for example you do not pay your rent on time or you do not look after your home properly, we can take action against you. We can apply to the court to end the tenancy and we

SECTION 4 /3 SECTION 5

MAKING CHANGES TO YOUR TENANCY SEC TION 5

MAKING CHANGES TO YOUR TENANCY

There may be times over the course of your tenancy where you would like to make some changes, such as moving to a different property, adding someone to the tenancy or buying your home. This section provides a bit more information on some of these common changes.

Transferring or leaving your with the Neighbourhood Housing Property Team. If you are a Council tenant and you wish to end your tenancy and The Neighbourhood Housing move into the private rented sector team and a member of the or other alternative accommodation , Property Services team will you must give us 28 days’ notice arrange to conduct a Moving out in writing. The easiest way to do Inspection before you leave your this is to complete a termination old property. This is to identify form, please contact the anything you may need to repair, Neighbourhood Housing Team. change or clear before you hand the keys back. If you do not follow If you are transferring to another the advice given to you at the Council property, you will not need Moving Out Inspection, recharges to give us 28 days in writing as we will be applied in the following have helped facilitate the move circumstances: but you will be required to sign a surrender on your old property • If there is excessive damage to when you sign the paperwork for the property, such as damage to your new property, again this will doors, sanitary ware or kitchen be explained to you by the fixtures Neighbourhood Housing team. • If you leave any fixtures and The length of overlap time you fittings installed by you such as have between properties can vary flooring, cupboards, fire and you will need to discuss this surrounds or shelving

SECTION 5 /1 SEC TION 5 MAKING CHANGES TO YOUR TENANCY

• If you have installed any non- Once you have found someone standard items such as glass who would like to swap properties doors or light fittings and these with you then you need to are not removed and replaced complete a mutual exchange with our standard items application form and both parties • If the property is not left clean, need to return this to the clear of rubbish and in good Neighbourhood Housing Team so condition. that we can assess the application • If the garden is not left tidy with and seek references from the grass cut, and any structures, other parties landlord. You cannot sheds or greenhouses erected swap homes without getting our by you removed agreement and we will advise you of our decision within 42 days Mutual Exchange from both applications being If you want to move you could received. think about moving by mutual exchange. This means you will We can only refuse a mutual need to find another local exchange application on certain authority or housing association specified grounds: tenant to swap with and seek permission from both landlords • There is a court order for involved in the exchange. possession or a suspended possession order As a tenant of the Council, you can • The landlord has started join Homeswapper free of charge possession proceedings to assist you to find a suitable ex- • The property is too large or not change. www.homeswapper.co.uk reasonably suited to the You can can also use Facebook incoming tenant's needs groups, the Friday Ad paper and • The property is a service tenancy adverts in local shops. Once you – this means the tenant occupies think you have found a suitable it for the better performance of exchange, please apply online or their duties contact your Council to obtain an • The property is designed for a application form. disabled person and the incoming tenant is not disabled

SECTION 5 /2 • The property is a Retirement homes are under-occupied, whilst Housing property and the at the same time we have families prospective tenant does not living in temporary accommodation, require this service (including bed and breakfast), and others living in properties which Reasons for refusal will always be are overcrowded. We have given. The only appeal is by way therefore adopted an under- of judicial review through the occupation incentive scheme in courts on a point of law. order to free up some of these properties and maximise the use Please note that introductory of our housing stock. tenants are not entitled to mutually exchange. Under this scheme council tenants who give up larger accommodation , A full moving out inspection is and some tenants who mutually completed prior to exchange, and exchange to smaller properties in incoming tenants will accept the same Council area may be responsibility for any non- eligible for cash incentives. More standard fixtures and fittings and information can be found on the for the condition of the property website. when they move in. Outgoing tenants will be told at the Succession inspections if there are any When a tenant dies, there may be changes or repairs they need to a right for the tenancy to be make before the exchange goes passed on which is known as ahead. succession. A tenancy can only be passed on once. The rules It is illegal to offer money to governing the rights of succession another tenant to induce them to depend on when the tenancy move. started, the type of tenancy held and the relationship between the Downsizing tenant and the person wishing to The Council has a limited supply of succeed. Please contact the family sized accommodation and Neighbourhood Housing Team to disability-adapted properties. We discuss your succession rights. recognise that a number of our

SECTION 5 /3 SEC TION 5 MAKING CHANGES TO YOUR TENANCY

Assignments Changing your Tenancy from a (Including Joint to Sole and Sole Sole to Joint Tenancy to Joint Tenancy) If you hold a sole secure tenancy It is not usually possible to assign and you wish to have your partner a secure tenancy from a joint added to the tenancy, you can tenant to a sole tenant, unless a request that the tenancy is court order has been obtained. A changed to a joint tenancy. In joint tenant’s name cannot just be order for this to happen, we would taken off the tenancy as it is no need to see proof that you are longer possible for the Council to married or in a civil partnership or allow an assignment between two your partner has been living with joint tenants. you at the property for the last 12 months. If you are a Joint tenant and your circumstances change please The Council will not consider joint contact the Neighbourhood tenancies between parents and Housing team or seek children or siblings. If the sole independent Legal advice. tenant is in breach of any of the conditions of their sole tenancy There are some specific then the application will be circumstances where it is possible refused. Please contact the to assign a sole tenancy to a Neighbourhood Housing Team person who would be entitled to for more details. succeed to the tenancy, for more information please contact the Neighbourhood Housing Team.

SECTION 5 /4 Right to Buy If you have held a public sector tenancy for more than 3 years you may be able to apply to buy your Council property at a discounted price. You could apply if: • the property is your only or principal home • you are a secure tenant • you have been a public sector tenant for a minimum of three years - it does not have to be three years in a row. • you do not have any legal problems with debt • you do not have a Possession Order or Anti-social behaviour order • your home is not due to be demolished

Retirement Housing or property that are particularly suited for elderly or disabled persons do not fall within the right to buy scheme.

For more details on the Right to Buy Scheme, please visit www.lewes- eastbourne.gov.uk/housing/right- to-buy .

SECTION 5 /5 SECTION 6

EXTRA HELP FOR OLDER PEOPLE SEC TION 6

EXTRA HELP FOR OLDER PEOPLE

Housing needs may change as we get older. It may be that you need extra help to stay in your own home, or you may decide that moving to Retirement Housing is more appropriate. There is a range of ways we can help you: Adaptations Retirement housing is a group of There may be ways we can adapt unfurnished flats, studio your home to suit your changing apartments and bungalows needs. For more information on designed for the needs of older this process, please see section 9 people. The aim is to provide of this handbook. comfortable, convenient and secure accommodation whilst Wealden and Eastbourne encouraging residents to maintain Lifeline – Welbeing full independence. The Welbeing (Wealden and accommodation is for tenants Eastbourne Lifeline) provide who are aged 60 years and alarms (usually on a pendant above. Tenants living in worn around the neck) for older Retirement Housing do not qualify people who may need help in an for the 'Right to Buy'. emergency for example, if you fall and need help to get up. For more Retirement Housing Facilities information, please see All homes have an intercom www.welbeing.org.uk/ connected to an alarm system or call 01323 644422 . where emergency assistance is available 24 hours a day, seven Retirement Housing in General days a week. Some residents may Both Lewes and Eastbourne offer qualify for visiting services such as a retirement housing option which home care, meals on wheels via provides accommodation Social Services or their GP. Many specifically designed for older of our residents live independent people to enable them to live lives but feel reassured by the independently. provision of the emergency alarm service and having a dedicated team of staff across Homes First. SECTION 6 /1 SEC TION 6 EXTRA HELP FOR OLDER PEOPLE

Retirement blocks There is no restriction on keeping Retirement blocks contain facilities dogs or cats as pets in a such as a communal lounge, bungalow as long as the laundry room, garden and some appropriate permissions have have mobility scooter storage been sought from the facilities. Each studio apartment, Neighbourhood Housing Team. flat or bungalow is self-contained with its own entrance for residents The Neighbourhood Housing to come and go as they wish. The Team support residents’ social accommodation is centrally groups to offer activities and heated and double glazed. It events and chances to meet allows residents to enjoy social, others in both types of recreational and leisure activities accommodation. Some schemes in a safe environment. have limited storage facilities for mobility scooters and you are Heating and lighting costs are advised to check availability included as a service charges before purchasing or considering payment alongside the rent. a move to a new home. Service charges cover communal services such as cleaning of If you are interested in retirement communal areas, grounds housing please contact the maintenance, alarm system etc. Homes First Team.

Retirement Housing Bungalows Extra Care Housing Many of our bungalows have their Lewes and Eastbourne Councils own garden area and the tenant only provide the type of retirement is responsible for the upkeep of housing described above. If you this area. It is important to think feel you would benefit from about your mobility and your additional support, Extra Care interest in social activities when housing schemes may be more bidding for retirement appropriate. These are housing accommodation, as the bungalow schemes designed to include a option is not always suitable for range of benefits to help residents everyone. Residents are continue to live independently with responsible for their own heating other services on hand if they and lighting costs in bungalows. need or want them. The properties

SECTION 6 /2 are purpose-built and particularly Support suitable for individuals with You may not need any mobility problems, such as adaptations in your home but you wheelchair users and those who may feel that you could benefit want assistance with the from extra support. In East Sussex practicalities of day-to-day living. there are a range of support agencies you can contact: Extra Care housing provides easy access accommodation with, for Homeworks example, kitchens and bathrooms If you are aged 16 to 59 (a single adapted to meet individual needs. person, couple or family) and are Some developments have on site in need of Housing related care staff who can offer assistance support in order to sustain your for those who prefer a little extra tenancy/prevent homelessness, help. Different levels of support then you can contact Homeworks are available throughout the to discuss your needs on 01273 various schemes. 898 700 or by visiting www.southdown.org/housing- Many Extra Care schemes are support/home-works-east-sussex owned by housing associations who offer them at affordable rent STEPS levels as well as a mix of rented If you are aged 60 or over and are homes and part rent/part buy experiencing housing difficulties, homes. There are many Extra then STEPS can help support you Care schemes that have homes to to stay living independently. You buy on the open market and a can contact them directly to growing number of schemes discuss your needs on 01323 436 which offer properties at any of 414 or by visiting these three tenures. For more www.eastsussex1space.co.uk/Ser information, please see vices/812/STEPS-to-stay-indepe www.eastsussex.gov.uk/socialcar e/leaving-home/extra-care- housing/what-is-extra-care-housi ng/

SECTION 6 /3 SECTION 7

LIVING IN A COUNCIL PROPERTY SEC TION 7

LIVING IN A COUNCIL PROPERTY

During your time as a Council tenant, there may be issues and questions that come up. There is plenty of information on our website www.lewes-eastbourne.gov.uk and in your tenancy agreement and you can always ask the Neighbourhood Housing Team, but this section gives the answers to some common queries.

Alterations service which ensures that a For more information on making reasonable standard of cleanliness alterations to your home, please is maintained at all times. The see the Repairs and Maintenance level of service provided section of this handbook. varies according to the need of individual blocks and we talk to Compliments the residents regularly to make If you are pleased about sure it suits their need. The service something we have done, the charge pays for this service. service provided or the actions of a particular member of staff, All communal gardens are for the please let us know. By doing this, enjoyment of all residents. Please we can see if we can change be respectful of your neighbours other services to get the same when using the shared garden. All result as well as making our staff shared space will remain shared, members feel valued. we will not approve any requests to divide the garden up, and the Communal Areas in Blocks installation of large garden of Flats furniture or play equipment is not Tenants and leaseholders share permitted. the responsibility of keeping all the public areas clean and tidy. Flats make great homes but to Additionally, all our blocks have a reduce nuisance and noise and to regular cleaning or caretaking maintain health and safety we ask

SECTION 7 /1 SEC TION 7 LIVING IN A COUNCIL PROPERTY you not to: ask that you keep all the floors in • Store any items in any the property substantially covered communal areas including with material suitable for reducing under the staircase and on the transmission of noise, such as landings (for more information carpets or rugs. on this please see section 10 of the handbook) You must obtain the Council’s prior • Smoke in entrances, staircases written permission before you or landings install floor tiles, laminate, wooden • Prop open any fire safety doors flooring or flooring of a similar or entrance doors nature. This permission will only • Let any unknown people into the be given to tenants living in flats block to ensure safety for all and maisonettes in residents exceptional circumstances.

Equal opportunities If you install any such flooring We believe that all residents, our without the Council’s prior written staff and people that visit Lewes permission, the Council may and the Eastbourne district should require you to remove it at your feel welcome, safe, valued, own expense and replace it with included and respected. We floor coverings as set out above. believe all people should have the opportunity to fulfil their potential Garages and be free from discrimination. Lewes District and Eastbourne We are committed to challenging Borough Councils have garages unfair discrimination in all forms, available to rent. You can apply to including any incidents of rent a garage online or by harassment against residents or telephoning Customer First. We our staff. Our full Equality Policy will not be responsible for any can be found on our website at damage to items stored in the www.lewes-eastbourne.gov.uk garage. Flammable liquids must not be stored due to the risk of fire. Flooring in flats and maisonettes You must have a clear rent When living in flats or maisonettes, account for your residential Lewes and Eastbourne Councils property and payment will be

SECTION 7 /2 required in advance. You will need standard one and receive bills, to sign a rental agreement when you are free to do so and will you collect the keys as well as need to contact your energy providing ID. supplier to have this done.

To end your agreement you will be If you do have a pay as you go required to provide 7 days written meter in your property, there notice. You will be liable for the should have been gas and rent during the notice period and electricity cards or keys left in the will continue to be liable once the property for you when you moved notice period has expired if we in. If not, you will need to request have not received the keys. these from the energy supplier.

Gardens Gifts & Hospitality If your home has a garden, it is a All Council employees are aware condition of your tenancy that you that it is a serious criminal offence take care of it. This includes for them to corruptly receive or keeping the garden free from give any gifts, loans, fees, reward rubbish, the grass and hedges or advantage for doing or not trimmed, looking after any fences doing anything or showing favour, and not removing large trees or or disfavour, to any person in their shrubs without our consent. official capacity. Any gifts including Bonfires are not permitted. If you those given in wills will be politely are struggling with your garden declined. An employee should, maintenance, please speak to the therefore, tactfully refuse any Neighbourhood Housing Team. personal gift that is offered to him / her or a close relative. Gas and Electricity Meters and Cards Staff Code of Conduct Some of our properties have pay The Council is committed to as you go gas an electricity meters providing the highest standard of installed. Some people prefer service to its customers. In order to these types of meters as they can maintain these and ensure a make it easier to monitor energy professional service is delivered, usage. However, if you would like all members of staff must adhere to change your meter to a to the Council’s code of conduct. If

SECTION 7 /3 SEC TION 7 LIVING IN A COUNCIL PROPERTY you have any concern regarding that you are subletting your the conduct of any of our staff you property, we will investigate and can report them in confidence to a take action. If you suspect that a Team Leader or Senior Officer of property is being sublet, you can Homes First: Eastbourne 01323 report it to us in confidence by 410000 Lewes 01273 471600 telephoning us. Photographs will be taken of tenants when you Lodgers receive your keys to help us While you are not allowed to prevent and tackle tenancy fraud. sublet the whole of your property to someone else, you can apply Making a complaint for permission to take in a lodger. We are committed to providing You cannot take in a lodger if this high quality services with our would mean you would exceed customers at the heart of the maximum number of people everything we do. We do our best permitted to live in your property, to make sure your contact with us which is specified in your tenancy is professional, courteous and agreement. You also cannot take goes beyond your expectations. in a lodger if you are an However, we do accept that introductory tenant. If you are sometimes things can go wrong granted permission for a lodger, and at these times we need to you must notify the listen to your views and put things Neighbourhood Housing Team in back on the right track. writing of the names and dates of No matter what your experience, birth of your lodgers within we welcome the opportunity of fourteen days of them moving in. If receiving your views so we can you are in receipt of benefits you learn and continually improve. will also need to ensure they are Your views, both good and bad, aware of any changes. are very important to us.

Unlawful subletting If at the conclusion of our It is illegal for tenants of either complaints process you feel that Council to sublet the whole of your complaint has not been their home to someone else; you resolved you can ask for your must use your home as your main complaint to be considered by a and principle residence. If we think ‘designated person’ (namely an

SECTION 7 /4 MP, district councillor or required to provide a copy of the recognised Tenant Panel). certificate for your file. If the Designated persons are there to charger fails the PAT test then it help to resolve disputes between will be the owner's responsibility tenants and their landlords. Either to repair/replace the damaged you or the designated person has item. the right to refer the matter to the If you live in a flat, we may refuse Housing Ombudsman if your permission if there is no capacity complaint is not resolved. If you at the block where you live as no decide to refer the matter to the scooters can be stored in Housing Ombudsman direct you communal hallways. will need to wait 8 weeks from the end of our internal complaint Parking process. We provide parking areas on most of our housing estates, however, We can then look into your vehicle use has increased since a complaint, explain what has lot of our estates were built and in happened and, where necessary, some places this has caused put things right. problems.

Mobility Scooters In Lewes, parking permits are If you would like to keep a mobility required in the De Montfort estate, scooter at your property you will the St Pancras estate and need to ask your Neighbourhood Wellington Street / North Street Management Team for areas. New tenants for these permission. You will also need to areas will be supplied with one ensure you have adequate permit per household by the insurance as you will be liable for Neighbourhood Housing Team. any accidental damage caused to your property. All mobility scooters In Eastbourne, there are a limited will require an annual PAT number of parking spaces (Portable Appliance Test) to ensure available to rent at Solly Court and the charging equipment is in a fit Rush Court on Bourne Street. state to be used. The PAT will need These spaces are only available to to be carried out by a certified rent from residents in these blocks professional and you will be and are rented by way of a

SECTION 7 /5 SEC TION 7 LIVING IN A COUNCIL PROPERTY license. Please contact the Refuse and recycling Neighbourhood Housing Team for As a tenant, you are expected to more information. dispose of your rubbish responsibly. If you live in a flat you Parking vehicles that are untaxed need to place the rubbish in the or not roadworthy in all parking provided bin areas and if you live areas is forbidden, as is parking in a house please ensure the on grass verges or pavements. rubbish is put out for collection on We will remove and dispose of the day. To reduce odours, such vehicles. Likewise, caravans, maintain street cleanliness and to trailers, boats and other items will protect your rubbish from animals, be removed after a suitable notice we strongly recommend residents period. put their bagged rubbish in a wheelie bin. If you wish to park a vehicle, ** Please contact the Council caravan or trailer in your garden Customer First Team or visit the you will need to apply for website for details and costs of permission to install a new or replacement waste or hardstanding and carriageway recycling bins. crossing. Lewes and Eastbourne Councils will not fund a If you live in a block of flats, please hardstanding unless there is a do not place any discarded confirmed medical need for household or garden objects, for convenient access to a vehicle example, washing machines and supported by an Occupational garden waste, in the bin areas or Therapist. Disabled parking drying areas. This will be treated spaces can be marked out on the as fly tipping and you could road to assist disabled residents receive a fine. on the recommendation of an Occupational Therapist but they Lewes and Eastbourne Councils will be available for use by any strongly encourage all tenants to tenant or visitor with the reduce as much waste as appropriate Blue Badge. To possible by recycling. Both discuss this further, please contact Councils run recycling schemes your Neighbourhood Housing where boxes and bins are Team. provided to tenants wishing to

SECTION 7 /6 recycle. For more information, person (aged under 18) or a please contact the Customer First vulnerable adult, please contact team or look on our website. East Sussex County Council: 0345 608 0191 (Adult Social Care, Tenants of Lewes District can sign Children and Family Services) up to have their food waste collected at the same time as their In an emergency, if there is normal household waste. To imminent danger or a crime may register for this scheme or for have been committed, contact the more information, please go to Police. our website or telephone us. Smoking Safeguarding children You or any member of your and vulnerable adults household or any visitors must not All members of the community smoke in any common areas can help to safeguard and within a block of flats. Smoke-free promote the welfare of children legislation was introduced in 2007 and vulnerable adults. If you tell us and applies to all communal that you think you or someone you areas if they are wholly or know is being abused, harmed or substantially enclosed. Any person neglected, or we have concerns smoking within these areas is that this may be happening we committing a criminal offence and will respond in accordance with could be fined up to £200. We our Safeguarding Policy. For more have a legal responsibility to information on safeguarding go to ensure that these communal www.lewes-eastburne.gov.uk areas remain smoke free and ask and search for ‘Safeguarding’. that if you witness anyone smoking in them you report this to To report a concern over the safety us to enable the Neighbourhood or welfare of a child or young Housing Team to investigate.

SECTION 7 /7 SEC TION 7 LIVING IN A COUNCIL PROPERTY

LOOKING AFTER YOUR GARDEN AND HELPING OUR WILDLIFE

With climate change being a ‘hot’ topic and British wildlife being in trouble, the Council has adopted a Pollinator Strategy which aims to help nature across the District and the Borough. We are hoping that you will join us by encouraging wildlife wherever you can.

If you are limited on space, plant up pots and window boxes with wildflowers and herbs on patios or hardstanding areas, not only providing for nature but offering colourful displays for us too.

• Mow less, later and a little higher – mowing less or later in the growing season allows Some Council properties come grasses and common-lawn plants with gardens or outdoor space in to flower such as clovers, daisies, various shapes and forms, which buttercups, dandelion, and when cared for well, are great for selfheal, which are important food people and wildlife enjoyment. sources for insects including butterflies, not to mention a picnic- Here are some top tips for ground for the hungry birds which enjoying your outdoor space, feed on them. helping attract wildlife and keeping it looking loved:

• Grow more native flowers, shrubs and trees – nectar, pollen, leaves and woody debris are important food sources for wildlife including butterflies and bees, as well as providing seeds, berries, fruits and cover for birds and mammals.

SECTION 7 /8 DID YOU KNOW? Flowering grasses often form an important part of the lifecycle for the caterpillars of butterflies and moths.

• Create woodpiles, leaf piles, compost and trimmings – the decomposing and discarded off- cuts from your garden, can be • Hold some water either in bird incredible places for animals to baths or shallow saucers to thrive, feed and hibernate. Keep in provide the life source for wildlife, a corner, out of the way so as to from frogs, newts and small maintain a well looked after plot. creatures to thirsty garden birds.

Gardens, when all added up, form a substantial area of our landscape. If managed with nature in mind, they can really help provide vital food and shelter, and link up movement- corridors for our beloved local wildlife.

• Keep an area of your garden ‘wild’ – at the back or along the sides including welcoming ivy, nettles and brambles which are all important food sources for wildlife. Nature loves informal and natural edges.

• Keep connected – small gaps n o s w allow for hedgehogs and other a D

. K

creatures such as toads to roam y b

s o t and make use of gardens to feed. o h P SECTION 7 /9 SECTION 8

GE TTING ON WITH YOUR NEIGHBOURS SEC TION 8

GETTING ON WITH YOUR NEIGHBOURS

Neighbourhoods are made up of households all with different lifestyles. We should all try to be understanding of each other’s differences to enable us to enjoy living in our homes. In consultation with tenants the following definition of “acceptable behaviour” was agreed. “Acceptable behaviour is behaviour that is considerate, responsible, and reasonable and has regard for our neighbours and how our behaviour may affect them. It requires respect for our neighbours, our environment and our community.”

Anti-social behaviour can include: Anti-social behaviour is not:

Harassment or intimidation Children playing in the street

Verbal abuse Young people gathering - unless they are being intimidating to individuals Criminal damage and graffiti Being unable to park outside your own home or in a communal parking area Noise nuisance DIY and car repairs – unless these are taking place at night Drug dealing Civil disputes between neighbours e.g. shared access and driveways Vehicle related nuisance Lifestyle differences

Violence

SECTION 8 /1 SEC TION 8 ACCEPTABLE AND ANTI-SOCIAL BEHAVIOUR

Who am I responsible for? • If the problem continues, please As a tenant you have a contact us. If there is immediate responsibility to respect your risk of harm, or if a crime has neighbours and the local been committed, please contact environment and to act in a the police by calling 999 (in an considerate manner. You are emergency) or 101 (for Police responsible for your own non-emergencies). You should behaviour, the behaviour of be prepared to work with us to anyone who lives with you or visits help try and resolve issues. This you, and your pet’s behaviour. may include keeping an Incident Any anti-social behaviour that Diary. An Incident Diary is very comes from your property and is important as it may be used as related to you is considered a evidence later on if required. breach of your tenancy. • We can also refer both parties to What to do if you are an independent mediation experiencing anti-social service who may be able to help behaviour? you resolve the differences. There a variety of ways we can work with you to help resolve the • We can ask tenants who are situation: causing ongoing nuisance to • If you feel safe and comfortable sign Acceptable Behaviour doing so, talk informally to the Agreements. person causing the problem. This often solves it at an early Community Trigger stage as it may be that they are The Community Trigger is a unaware that their behaviour is process you can use to ask causing a problem. Involving us agencies to review their response straight away can make your to anti-social behaviour or hate neighbour feel threatened which incidents you have reported. You may make the situation worse. can use the Community Trigger if you have reported three separate • Listen to the person, they may incidents within the past six tell you about things that cause months to the Police or Council. them annoyance. You can activate the Community

SECTION 8 /2 Trigger on behalf of someone else if you have their written consent. The Community Trigger can only be activated in writing.

The Community Trigger is designed to ensure that there is a review where cases have been reported and no action has been taken. It is not a complaints procedure. For further information on dealing with anti-social behaviour please visit our website or telephone us.

SECTION 8 /3 SECTION 9

REPAIRS AND MAINTENANCE SEC TION 9

REPAIRS AND MAINTENANCE

We aim to provide a home for you which is safe, in good condition and with any necessary repairs done well and within standard timeframes. While we can repair some things, there are some items that are your responsibility. This section details more about how repairs issues are dealt with.

How to Report a Repair For emergencies out of hours, If you have a repair you need to please call the main number and report, please contact your select the relevant option. Please relevant Mears departments on be careful to ensure this is a real the numbers or email addresses emergency incident otherwise you below or use the online forms at may be charged. www.lewes-eastbourne.gov.uk An emergency does not include • lights not working unless electrics are sparking • leaking gutters or overflows • a minor leak from a radiator that could be contained in a bowl

Lewes District Council Eastbourne Borough Council [email protected] [email protected] 01273 471600 01323 410000 Option 3 then 1 Option 1

Out of hours emergency repairs: Main council number, then the emergency repairs option. Gas Heating problems: call BSW on 01444 836036 (Lewes) or BSW on 02087635300 / 08001422761 (Eastbourne)

SECTION 9 /1 SEC TION 9 REPAIRS AND MAINTENANCE

Processing Requests After you have reported the repair Once you have contacted us, we and we have agreed to do the can tell you if it is our responsibility work, we will send you a letter. or yours to fix and whether it is an Please keep this letter as it will emergency or a routine repair. We help if you have any queries. It will may need to visit to assess the tell you: work beforehand. If so we will • The contractor chosen to do the contact you to make an work appointment. • Their telephone number • The repair details If a repair is needed, we ask if you • Target date for works to be want an appointment to be made completed with the contractor before calling. • Your job number If the repair is an emergency an appointment will not be made. What am I responsible for? However, we try to find the best There are certain repairs that are time to call. Appointments can be the responsibility of the tenant to made for a morning, 8am-12pm, maintain and fix, and there are or afternoon 12pm-4.30pm visit. others which are the responsibility This is when the contractor will of your landlord. Below is a quick arrive to start the work. For a guide to who is responsible for longer job, they may arrive in the some of the most common morning and finish in the repairs. If you are not sure whose afternoon. responsibility it is, please call and discuss the issue with the repairs team.

SECTION 9 /2 SEC TION 9 WHAT AM I RESPONSIBLE FOR?

Council Tenant Car hard standings/drives if built by council Gates Dustbin Fences/garden walls if the Washing lines boundary is owned by council and (except communal lines/rotaries) originally erected by the Council Garages, outbuildings and stores Sheds and Greenhouses if built by the Council Paths/steps/ramps Garden maintenance except communal gardens Front and back doors Internal doors Locks Replacement keys unless stolen and crime reference number is provided Stolen Keys – crime ref number Lost keys must be provided Door entry systems and Doorbells letterboxes Communal areas Canopies and porches over doors TV aerials except communal and windows systems Fascias/soffits and Roofs Telephone points Windows and glazing Walls and wall tiling if originally Painting/decorating inside walls done by Council

SECTION 9 /3 SEC TION 9 WHAT AM I RESPONSIBLE FOR?

Council Tenant Ceilings Small cracks and painting of ceilings Chimneys and Stairs Chimney sweeping Floors Floor coverings Kitchens and Extractor fans Appliances, such as cookers Painting and rendering outside Small cracks and repairs to paint outside Carbon monoxide detectors and Replacing batteries in smoke smoke alarms except replacing alarms and carbon monoxide batteries detectors Gas pipes Gas meters, Electric meters Fire grates and surrounds Fixtures and fittings Plastering Small cracks/repairs to plaster Switches, sockets, light fittings and Lightbulbs, fuses, fluro tubes and wiring starters Taps/stopcocks; water pipes/leaks Basins, sinks, baths and showers Plugs and chains installed by the Council Toilets Toilet seats Guttering/rainwater; Drains and waste pipes Heating and hot water issues including hot water cylinders and immersion heaters

SECTION 9 /4 How long will it take to complete a repair? Here are examples of some types Please note that these timeframes of repairs and the time in which are guides and discretion will be we aim to complete the work. used in determining the priority of the work.

Priority 1 Priority 2 Priority 3 Planned Emergency Urgent within 7 Routine within within 85 days within 24 Hours days 28 days

Total or partial Repairs to toilets, Repairs to kitchen Replacement loss of gas sinks, baths, units (other than fencing supply (if not the basins or taps the emergency supplier’s (other than those repair in priority 1 responsibility) considered an as above) emergency through escape of water which should be a New kitchen priority 1 as above) units/worktops

Total loss of New toilet or Repairs to floor Replacement heating or hot basin boards (unless doors and water (Nov-April dangerous and windows only or for sheltered covered under housing) priority 1 as above)

Total or partial Roof repairs New cold water Non urgent loss of electrics (possibly following an tank. external brick emergency works temporary repair as a priority 1 above)

SECTION 9 /5 SEC TION 9 WHAT AM I RESPONSIBLE FOR?

How long will it take to complete a repair?

Priority 1 Priority 2 Priority 3 Planned Emergency Urgent within 7 Routine within within 85 days within 24 Hours days 28 days

Total or partial Clearing gutters Repairs to walls Replacement loss of water and/or and chimneys porches downpipes where likely to cause more damage

Leaking pipes or Door entry phone Outside door and drains not working window repairs

Leaking pipe likely to cause extensive damage Blocked drain, Mechanical New sinks and toilet, sink, basin extractor fan in baths or bath internal kitchen or bathroom not working

SECTION 9 /6 How long will it take to complete a repair?

Priority 1 Priority 2 Priority 3 Planned Emergency Urgent within 7 Routine within within 85 days within 24 Hours days 28 days Unsafe electrics New kitchen units/worktops Re-securing / New paths making safe (unless reported items if they are as dangerous dangerous, eg requiring more timber floors, urgent attention stairs, temporary repair to leaking roof etc. Security risks, New gutters and such as being downpipes unable to lock your front/back door or close ground floor windows Kitchen unit repair where health and safety is an issue

SECTION 9 /7 SEC TION 9 WHAT AM I RESPONSIBLE FOR?

Malicious Damage or Neglect Some items have specific safety As a tenant it is your responsibility standards that any change you to look after your home and keep make must conform to, such as it decorated, clean and free from doors and glass which must meet rubbish. You must not deliberately current safety regulations. break windows, doors or any fixtures or fittings. We will not refuse you permission without reason. You may be If we have to carry out a repair or refused if you are an introductory remove rubbish for which you’re tenant; you have outstanding rent responsible, you will be charged or Council Tax arrears or if the for the work. In extreme cases alteration substantially changes such damage or neglect may be the composition of your home, grounds for eviction. e.g. if it means a reduction in the number of rooms. Making Alterations to your Home You do not need permission for You must ask permission from the things like repainting or Council in your area before wallpapering the inside of your making any adaptations to your home or putting up small shelving property. You can do this online at units, but most other changes will www.lewes-eastbourne.gov.uk . need permission. If you are not If you make alterations to your sure about whether or not you home without obtaining prior need permission, please call the permission from your landlord. Council to discuss your alteration. You may be asked to reverse any changes you have made at your Disabled Adaptations own cost. We can help if you or are family member are struggling in your Some items in your home have home and need equipment or been fitted for safety reasons and adaptations to help manage a therefore cannot be changed, disability and maintain including door closers fitted for fire independence. Alterations can safety, special locks on fire escape range from minor adaptations doors, window restrictors, vents, such as fitting lever taps or fixing smoke detectors and safety signs. grab rails, through to larger works

SECTION 9 /8 such as replacing outside steps There is always moisture in the air with a ramp, or fitting a level but as it cools down it can’t hold access shower. What works we as much moisture and tiny drops do will depend on your of water appear – this is circumstances, the feasibility of condensation. It mainly happens making the adaptations in your during cold weather and appears current property, and whether the on cold surfaces and places property is suitable for your long where there is little air movement term needs. such as in corners of rooms, near windows or behind cupboards For most adaptations we will need and wardrobes. recommendations from an Occupational Therapist. This is Mould caused by condensation is because the Occupational not a repair the Councils are Therapy team will specify not only responsible for. It is your what needs doing but also the responsibility as a tenant to make exact measurements of sure you’re not doing anything adaptations. We can then, subject that encourages condensation to to reasonability, carry out the form. Simple things can make a work. You can self-refer via the big difference, such as: Adult Social care website, or ask • Put lids on saucepans your GP to refer you. • When the kitchen or bathroom is being used, close the doors and Mould and Condensation open the windows Every winter we get a number of • Dry clothes outside calls from tenants reporting black • If using a tumble dryer make mould growth on walls and sure it is a condensing type or ceilings. The last few years have vented to the outside. been particularly bad due to • If you have to dry clothes increasing heating costs and indoors, put them in the particularly cold winters. It is bathroom, shut the door and important to be aware that there is keep the window open a difference between mould caused • Mop up any condensation because of a defect in the property everyday and mould caused by condensation • Keep furniture away from walls, associated with lifestyle. particularly external walls

SECTION 9 /9 SEC TION 9 WHAT AM I RESPONSIBLE FOR?

• Heat your home more evenly i.e. low level heating all day rather than short blasts – this should also reduce your heating bill • Most windows have small trickle vents in the top of the window frame – keep these open to increase ventilation

These measures should prevent or greatly reduce the condensation and mould growth you experience. The Repairs team will ask you to try all of these steps to see if they are behind the condensation problem before carrying out any work, so please ensure you have tried all these suggestions before reporting it through as a repair.

SECTION 9 /10 SECTION 10

SAFETY SEC TION 10

SAFETY

Apart from regular repairs and maintenance, there are various safety issues that all tenants should be aware of. This section explores: Fire safety, Block safety, Gas safety, Carbon monoxide safety, Electrical safety, Legionnaires' disease, Frost precautions. Water safety and Asbestos safety. Fire • Do not block the stairway – it Fire is one of the most serious may be your means of escape hazards in any home. As a • Have a family action plan. Raise landlord, fire safety is a top priority the alarm and get everyone out for us and something we continue as quickly as possible – GET to invest in. All of our blocks of flats OUT, STAY OUT and CALL 999 have had a Fire Risk Assessment • If you live in a Retirement and many improvements have Housing block of flats ensure been carried out. you are familiar with the fire procedure. • Do not leave candles • Do not store flammable liquids unattended and keep them in your home away from children, pets and • Test Smoke detectors regularly combustible materials • Never smoke in bed Contact the East Sussex Fire & • Always ensure cigarettes and Rescue Service on 0800 177 7069 candles are properly put out and if you would like a free information disposed of pack containing fire safety advice • Keep matches, candles and and guidance. They can also lighters away from children check to see if you are eligible for • Do not cook if you are under the a personal fire safety visit. influence of alcohol or drugs • Maintain all electrical appliances Block Safety • Keep furniture and clothing Good housekeeping is away from heat sources fundamental to reducing risk in

SECTION 10 /1 SEC TION 10 SAFETY blocks of flats. Controlling the Remember – fire safety is presence of combustible materials everyone’s responsibility. and ignition sources not only reduces the potential for Plan a safe escape accidental fires to start and Fitting smoke alarms is the first develop in the communal areas, it crucial step to protecting yourself also significantly reduces the from fire. But what would you do if scope for deliberate fires. one went off?

Sometimes we find things left in You can carry out these simple the communal hallways such as checks in your home: bikes, pushchairs, shoes, plants, or mobility scooters. Whilst we • Close inside doors to stop fires understand that this may be for a from spreading good reason, they do create a • Turn off and unplug electrical hazard. Should there be a fire, the appliances unless they are corridors could fill with smoke, designed to be left on such as a reducing visibility. In these fridge circumstances they severely • Check your cooker is turned off restrict the time taken to evacuate • Do not leave the washing a building, or hinder access for machine or tumble dryer on fire-fighters. when unattended • Turn heaters off and put up To keep everyone safe, we have a fireguards policy of 'zero tolerance' for • Put candles and cigarettes out anything left in communal properly corridors and hallways and we • Make sure exits are kept clear will remove items left without prior • Keep door and window keys notice and will charge those where everyone can find them responsible for the cost of the removal.

Let us know if there is anything left in your communal areas. You can do this by contacting the Neighbourhood Housing Team.

SECTION 10 /2 Gas Safety properly or are not well ventilated. Gas appliances that are not Early symptoms of carbon working correctly can produce monoxide poisoning include poisonous fumes and lead to tiredness, drowsiness, headaches explosions. If you smell gas you and pains in the chest and should immediately: stomach. • Turn off the gas supply tap • Put out cigarettes and naked We safeguard tenants by carrying flames out annual safety checks. We also • Turn off gas cookers, fires and fit carbon monoxide detectors to anything else with a naked properties where required. flame • Open all doors and windows. DIY gas work is against the law – • Leave the property as soon as never try to alter or repair a gas possible appliance yourself. All work to the • Call the National Grid Gas gas appliances in your home Distribution immediately on must be carried out by a Gas Safe 0800 111 999 registered installer. • Stop using electrical equipment and do not touch any light Electrical Safety switches Your electrical equipment can be dangerous in terms of safety. We are legally obliged to check Follow these guidelines to help your gas appliances each year. prevent your electrical goods We will contact you when your causing a problem: annual gas service is due and you • Make sure an electrical must let our nominated appliance has a British or contractors into your home to European safety mark when you carry out this inspection. buy it Failure to do so will result in legal • Certain appliances, such as action being taken against you. washing machines, should have a single plug to themselves, as Carbon Monoxide Safety they are high power rated Carbon monoxide poisoning is • Have second hand electrical rare, but becomes a problem equipment safety checked when appliances do not work before you use it

SECTION 10 /3 SEC TION 10 SAFETY

• Try and only use one plug per Legionella in individual houses or socket flats is very small. Taking the • An extension lead or adaptor following advice however, will will have a limit to how many reduce this even further. amps it can take, so be careful • Clean all taps and shower not to overload them to reduce heads regularly. Unscrew the the risk of a fire shower head if it comes apart • All electrical work must be and clean inside as well carried out by an approved • Make sure that lids are kept electrician. Do not ignore any fitted to water tanks in the loft, electrical faults you notice – deal and that the tank insulation is with them straight away – hot not disturbed plugs and sockets can • If you have a washing machine electrocute you or start a fire or dishwasher that is not used or • Switch off and unplug is broken, turn off the water at appliances when not in use the valves where the flexible • never run flexes under carpets hoses connect to the fixed • never touch electrical appliances pipework with wet hands • When you move into a new • make sure flexes are in good home or if your home is left condition and that appliances unoccupied for more than 1 are correctly fused week, be sure to run all • only use electrical appliances in showers, baths, wash basin or the bathroom that are designed sinks continuously for a period of to be used there 5 minutes to flush through any form of bacteria. Showers or Legionnaires' disease taps should be opened very Legionnaires' disease is a form of slowly to avoid the production of pneumonia caused by the a spray or splashing which Legionella bacteria. It is contracted could be breathed in through inhaling droplets of water • Switch your water heater 'on' if containing the bacteria and can one is fitted and leave for a be fatal. Legionella bacteria can period of at least 1 hour prior to be common in hot and cold water use systems, storage tanks, pipework, • Those most at risk include taps and showers. The risk of elderly people, smokers and

SECTION 10 /4 those suffering from long-term Water Safety illness. It can be contracted Make sure you know where your through drinking contaminated stop tap is. If your water supply is water and cannot be passed cut off, make sure your taps are from person to person. In closed to prevent flooding and Retirement Housing wastage of water when accommodation Homes First reconnected. operates a Legionella Prevention Management Plan. Asbestos Safety Asbestos is a naturally occurring Frost precautions mineral and has been very widely During cold weather it is advisable used in a range of products to to keep homes reasonably warm improve their strength and at all times. If you are going away, durability. It is perfectly safe if it is even for just a few days, turning not disturbed or damaged. If off the stopcock and draining all asbestos is to be removed, it will water from the taps and toilet will have to be disposed of properly. help prevent frozen and burst This may mean using a licensed pipes. contractor. Please contact us if you need any further information about asbestos.

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GETTING INVOLVED SEC TION 11

GETTING INVOLVED

We want you, as a tenant of Lewes District or Eastbourne Borough Council, to have a real say in how your home is managed. If you have got some spare time there are many ways that you can get involved and tell us what you think. We can provide training and support such as travel and childcare expenses. We have listed some of the ways you can get involved and you can choose whatever suits you. LEWES DISTRICT COUNCIL

Tenants and Residents Every 3 years we work with TRAs Associations (TRA) to develop a Tenant Participation We have eight tenants and Community Development Plan, residents associations (TRAs) setting out the main goals and across the Lewes District Council aspirations for each TRA. To help area. Most TRAs cover a local TRAs in their day to day running area and meet between four and we provide a TRA handbook with 12 times a year. As well as information on committee roles, discussing housing issues TRAs access to services etc. look at other local issues such as improving road safety, tackling Tenants of Lewes District (TOLD) anti-social behaviour and running Two representatives from each community activities. TRA can attend and vote at these meetings which are held every TRAs will consult with their local four months. Any tenant from the community via surveys and work district is also welcome to attend. with other agencies in order to TOLD committee also hold monthly achieve their goals. TRAs are meetings with the Senior Housing encouraged to develop Action Management Team to look at Plans to help them set achievable current issues. For more details, outcomes and to prioritise their please see www.told.org.uk , activities. email [email protected] or call 01273 483185 . SECTION 11 /1 SEC TION 11 GETTING INVOLVED

Retirement Housing Forum • Become a Mystery Shopper - Two representatives from each We have a team of tenant Retirement Housing Scheme can mystery shoppers, who can be attend and vote at these meetings asked to test any of our services which are held quarterly. on behalf of our scrutiny team or TOLD. Mystery shoppers will Housing Consultative Panel remain anonymous when meetings making enquiries to us by Two representatives from each phone, email or in person. They TRA can attend these meetings will note down how well we which are held with senior have performed and report back housing staff and elected district on their findings. councillors. As well as discussing • Take part in a Working Group - topical housing issues the panel We sometimes set up “task and attends an annual tour of the finish” working groups if we district and approves an need to make changes to a environmental improvements service and need your input on budget. the best way to do this. Working groups may meet once or a few Other ways to get involved times and can also include staff • Become a member of our or councillors. At the end of the Tenant Scrutiny Panel - this working group we would agree oversees how we comply with on any actions to be taken. our Housing Standards and • Attend focus groups - We may Local Offers, and arranges in set up a focus group to find out depth inspections of the services your views on a particular we provide in order to housing issue. We will then use recommend improvements. your opinions to shape our • Become a tenant inspector – the future service to you. inspectors investigate our • Attend Retirement Housing performance as instructed by Meetings - If you live in the Scrutiny Panel and use a Retirement Housing number of techniques to help accommodation, you can take them such as interviewing staff part in meetings with housing and tenants and holding focus staff every six months to discuss groups. issues relevant to your scheme.

SECTION 11 /2 • Take part in the Homes First External and Environmental Annual Tenants’ Conference - Improvements Every year we hold a Every year we have a limited conference, to which you are all budget to allow us to carry out invited. As well as giving small external improvements on information on topical housing our housing land, such as issues, there are practical additional planting of flowers or workshops to take part in. We trees, additional seating areas or also have staff on hand to talk more lighting. You can make a to, and display stands giving suggestion for an improvement by expert advice. Food, drink and submitting an online form, via your transport is provided and it’s all local tenants and residents free! association (TRA) or via your • Take part in consultations - by Retirement Housing Team if you phone, post or email, on topical live in a sheltered scheme. All housing issues as often as applications must be submitted by needed the end of February each year. • Get involved in our complaints Most suggestions will be panel - to assist tenants to consulted on with other residents resolve complaints with the and if approved can be Housing department implemented any time through • Join a reading group - to read that financial year. housing publications that we produce before we send them Contact Details out to ensure they are clear and For more information on Tenant easy to read Involvement in Lewes District • Read our Tenants Voice, Open Council, please email House and District News tenant.participation@lewes- newsletters -which are sent out eastbourne.gov.uk three times a year or call 01273 487249 . • Respond to any requests for information • Complete surveys

SECTION 11 /3 SEC TION 11 GETTING INVOLVED

EASTBOURNE HOMES LIMITED Eastbourne Residents’ which affect the community and Conference are made up of a group of local We hold an open event to which people, tenants and leaseholders you are all invited. As well as a who aim to improve the services variety of speakers giving that Eastbourne Homes provide information on topical housing and the area you live in. Homes issues, we also run workshop First staff provide support to the sessions on your neighbourhood Panel. and offer an opportunity to be involved in decisions regarding All area panels meet on a monthly spending the area capital budget. basis with members of the Neighbourhood Housing team. Eastbourne Residents’ Voice They aim to enhance our area Residents Voice is made up of environmentally and your area representatives from the Area panel is here to help all residents Panels, and meets every three of Eastbourne Homes with their months to share ideas and views problems or concerns. Residents' from their neighbourhood concerns are dealt with in meetings. Members of the senior complete confidence. housing management team attend and share updates to pass To suggest a project, please visit to the panels. The group is also www.lewes-eastbourne.gov.uk/ responsible for the organisation of housing/get-involved/area- the annual Sunday Fun day. panels / and submit an idea online. Alternatively, you can Eastbourne Area Panels contact the area panel directly to Eastbourne Council tenants can discuss the idea. For contact get involved in your community details of each panel, please see through the panel in your area. the above website link.

Area panels play an important Retirement Housing Forum role in shaping and developing Two representatives from each the community. They are Retirement Housing Scheme can empowered to make decisions attend and vote at these meetings

SECTION 11 /4 which are held quarterly. Help to Get Involved You will not be out of pocket Contact Details anytime you choose to get For more information on Tenant involved. We can pay expenses Involvement in Eastbourne such as transport costs and carers Borough Council, please email costs. We also offer free training tenant.participation@lewes- and advice and help from our eastbourne.gov.uk Tenant Involvement officers within or call 01273 487249 . the Neighbourhood Housing team. General Information

The Benefits of Getting Involved There are plenty of benefits of getting involved in decision making in your area. In addition to the social aspect of tenant participation, some of the other benefits are:

• You know your neighbourhood best and can tell us what needs to be done to improve things • You will learn more about how the Council works and how your input can make a real difference • You will meet a range of people with a wide range of experience and learn from each other.

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PR IVACY AND DATA SEC TION 12

PRIVACY AND DATA PRIVACY NOTICE FOR NEIGHBOURHOOD HOUSING

Why we are collecting your data What is the legal basis for Lewes District Council and processing this data? Eastbourne Borough Council are We do this either as a task carried data controllers and collect your out in the public interest, for the personal data in order to provide performance of a contract with the housing and support services you or to protect your vital interests you have requested from us. in line with relevant legislation. We will only collect the personal data from you to deliver the Who will your information be following: shared with? • Assess housing and re-housing Homes First may need to pass the needs personal information that we • Delivering our housing and collect from you on to other support services in the agencies and partners e.g. Social community Services, NHS, Police, Approved • Meeting our regulator Contractors. This will not be done requirement by consulting with unless it will contribute to us being you on any major changes to able to meet your accommodation our service. and support needs, or unless we • Managing your tenancy/lease feel there is a threat to your own • Monitoring services to ensure safety or the safety of others. they are delivered in a fair and equitable way We may also need to contact • Monitoring services to support these agencies to check future service development and information provided by you, or delivery information about you provided by • Monitoring services to provide a third party with other information statistical data for governance we hold. We may also get and compliance purposes. information from third parties, or

SECTION 12 /1 SEC TION 12 PRIVACY AND DATA give information to them to check Providing accurate information the accuracy of information, to It is important that we hold prevent or detect crime, or to accurate and up to date protect public funds, if the law information about you in order to allows it. These third parties assess your needs and deliver include the NHS, local authorities appropriate services. If any of your and government departments details change please tell us as such as; the Department for Work soon as possible so that we can and Pensions (DWP) and Her update your records. Majesty’s Revenue and Customs (HMRC). We will not: • Use your information for Where we need to disclose marketing or sales purposes sensitive information such as without your prior explicit medical details to a third party, we consent. will only do so once we have • Send or store your data abroad. obtained your explicit consent, or • Make decisions about you where we are legally required to. based on automated We may disclose information processing. when necessary to prevent risk of harm to an individual. How long will we hold your data for? Councils are required by law to We will keep your data as long as protect the public funds they you are a tenant or leaseholder administer. We may use any of the with us plus six years. information you provided for the prevention and detection of fraud. Your rights regarding your We may also share information information with other bodies that are You are entitled to request a copy responsible for auditing or of any information about you that administering public funds, we hold. including the Cabinet Office to assist in the prevention and detection of fraud.

SECTION 12 /2 If the information we hold about Identity of Data Protection you is inaccurate you have a right Officer to have this corrected and you Oliver Dixon, Senior Lawyer and have the right to request Data Protection Officer completion of incomplete data. You have the right to request that Contact details we stop, or restrict the processing Lewes District Council and of your personal data, in certain Eastbourne Borough Council circumstances. Where possible we 1 Grove Road, will seek to comply with your Eastbourne BN21 4TW request, but we may be required Email: to hold or process information to accesstoinformation@lewes- comply with a legal requirement. eastbourne.gov.uk Tel: 01323 410000 You have the right to object to the processing of your personal data If you would like more information, in certain circumstances. We may please visit our website still be required to hold or process www.lewes- information if there are legitimate eastbourne.gov.uk/access-to-info grounds for doing so. rmation/data-protection /

If you are dissatisfied with how the councils have used your personal information you have a right to complain to the Information Commissioner’s Office at [email protected]

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