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Tenant Handbook Tenant Handbook May 2018 01285 658377 [email protected] www.cirencesterhousing.org.uk First Floor South Wing Cotswold District Council Offices Trinity Road Cirencester Gloucestershire GL7 1PX Registered Social Landlord No. L1444 Registered under the Industrial and Provident Societies Act 1965, No 13733R Tenant Consultation on the DRAFT Tenant Handbook This Tenant Handbook is for the benefit of tenants and their co-habitants with the aim of assisting you to enjoy living in your Cirencester Housing home. Prior to our finalising and releasing the handbook, we want your views. Please provide your feedback by 8th June 2018. You can feedback to us by returning this page in the post, in person or sending us an email with your responses to the following questions. Where possible, identify specific sections of the handbook that you think could be improved. Your name: Your address: 1. Do you believe the handbook missing any key information that would help you manage and maintain your tenancy? If yes, please identify what. 2. Do you think any of the information is inaccurate or incorrect? If yes, please identify what. 3. Do you think the handbook is easy enough to understand? If no, please identify any sections which are not. 4. Do you think any sections should have more information or explanation provided? If yes, pelase identify. 5. Do you have any other comments that would help us improve this handbook and make it something that is useful to you? We look forward to receiving your comments. We will consider all comments received and incorporate as is appropriate. THANK YOU in advance! 1 Sincere regards The staff at Cirencester Housing Tenant Handbook V3 Draft Table of Contents Section 1: About Cirencester Housing .............................................................................. 4 1.1 Welcome to Cirencester Housing ........................................................................... 4 1.2 Getting in touch with Cirencester Housing ............................................................. 4 1.3 Who should I contact? ............................................................................................ 4 1.4 Who are Cirencester Housing? ............................................................................... 4 1.5 What can I expect from Cirencester Housing? ....................................................... 4 Section 2: Health and safety ............................................................................................ 6 2.1 Estate H&S inspections ........................................................................................... 6 2.2 Appointments for H&S inspections and certifications............................................ 6 2.3 Gas Safety – Annual Service & Certification ........................................................... 6 2.4 Fire safety ................................................................................................................ 7 2.5 Arson prevention .................................................................................................... 8 2.6 Electrical inspections ............................................................................................... 8 2.7 Asbestos .................................................................................................................. 8 2.8 Legionella ................................................................................................................ 8 2.9 Radon ...................................................................................................................... 9 2.10 Safeguarding ........................................................................................................... 9 2.11 Zero tolerance of harassment and abuse of our staff .......................................... 10 Section 3: Repairs and maintenance .............................................................................. 10 3.1 Emergency and out of hours repair service .......................................................... 10 3.2 Right to access: Landlord and Tenant Act 1985, Section 11 (6) ........................... 11 3.3 Repairs Cirencester Housing Limited is responsible for ....................................... 11 3.4 Repairs and Decorating – Our Responsibility to You ............................................ 12 3.5 Repairs and Decorating – Your responsibility as a tenant: ................................... 12 3.6 Tenant recharges for repairs ................................................................................. 13 3.7 How do I report a repair? ...................................................................................... 14 3.8 How quickly will my repair be done? .................................................................... 16 3.9 Appointments for repairs, maintenance and works ............................................. 17 3.10 What standards can I expect from contractors? .................................................. 17 3.11 What are my rights if the repair isn’t done? ......................................................... 18 Section 4: Rent and Service Charges .............................................................................. 18 4.1 How do I pay my rent and other charges? ............................................................ 19 4.2 What should I do if I am having difficulty paying my rent? .................................. 19 4.3 Are there any ways Cirencester Housing can help me pay my rent? ................... 20 4.4 What will happen if I don’t pay my rent? ............................................................. 20 4.5 Changes in charges you pay .................................................................................. 21 Tenant Handbook V3 Draft 2 4.6 What are service charges? .................................................................................... 23 Section 5: Living in your home ....................................................................................... 24 5.1 Insuring your home ............................................................................................... 24 5.2 Satellite dishes ...................................................................................................... 24 5.3 Can I keep a pet? ................................................................................................... 24 5.4 Can I keep an assistance dog?............................................................................... 26 3 5.5 Condensation ........................................................................................................ 26 5.6 Frost damage ........................................................................................................ 27 5.7 Circuit breaker fuses ............................................................................................. 27 5.8 Blocked waste pipes .............................................................................................. 27 5.9 Smoke alarms and C02 detectors ......................................................................... 28 5.10 Fires can start easily and spread quickly ............................................................... 30 5.11 In case of a FIRE..................................................................................................... 30 5.12 Security .................................................................................................................. 30 5.13 Gas safety .............................................................................................................. 30 5.14 Electricity ............................................................................................................... 31 5.15 Pest control ........................................................................................................... 31 5.16 Car parking ............................................................................................................ 31 5.17 Oil .......................................................................................................................... 32 5.18 Refuse .................................................................................................................... 32 5.19 Gardens ................................................................................................................. 32 5.20 Sheds and outbuildings ......................................................................................... 32 5.21 Communal areas ................................................................................................... 33 Section 6: Rights and responsibilities ............................................................................. 33 6.1 Your right to security of tenure ............................................................................ 33 6.2 Your right to consultation ..................................................................................... 33 6.3 Your right to improve your home ......................................................................... 33 6.4 Do I get compensation for improvements if I move? ........................................... 34 6.5 Your right to repairs .............................................................................................. 35 6.6 Your right to acquire your home ........................................................................... 35 6.7 Data Protection and Consent to share information ............................................
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