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Tenants Handbook

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Tenants Handbook 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.
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