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Residents' Handbook

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Residents' Handbook Residents’ handbook for rented accommodation Welcome About this handbook: This handbook provides you with the information you need about your tenancy, your home and your rights as a resident. More information is available on our website: www.jrht.org.uk. We also have a number of leaflets available. For those on facebook, you can search for the Joseph Rowntree Housing Trust. You can send us any queries you may have, and find out about events that we are holding. Follow us on twitter @thejrht The handbook can be provided in other formats, including large print, Braille and audio. We also welcome calls through typetalk. Contents 1 Introduction 2 You and your home 3 Your tenancy explained 4 Money, benefits and debt advice 5 Maintaining and repairing your home 6 You and your neighbours 7 Making a complaint 8 Getting involved 9 Moving on 10 Other services 11 JRHT structure and useful telephone numbers Click on icons to go to particular section 1 Introduction About us Our mission Sheltered housing Extra care Housing with care Adapted accommodation Our commitment to diversity and equality Ensuring equality in access to housing and housing services Accountability and consultation Confidentiality Contacting us Introduction About us The Joseph Rowntree Housing Trust (JRHT) is a managing over 2,500 homes. registered housing association and care provider in York and north-east England working to inspire The history of JRF and JRHT stretches back over social change. 100 years to its founder Joseph Rowntree. The organisations were established to provide We work with the Joseph Rowntree Foundation communities and to understand the root causes of (JRF) to understand the root causes of social social problems, which is still their purpose today. problems, to identify ways of overcoming them, and to show how social needs can be met in JRF and JRHT work together for social justice and practice. share Trustees and Directors. They are completely independent of the two other Rowntree Trusts, the Our mission Joseph Rowntree Reform Trust and the Joseph Rowntree Charitable Trust, which were also As an anti-poverty landlord, we are committed to established by Joseph Rowntree in 1904. providing affordable housing of the highest standard. We act as landlord to residents renting JRHT Board our properties. For those wanting to buy a home Trustees have established a JRHT Board to oversee but who cannot afford to do so outright, we offer the operations of the Housing Trust. The Board the opportunity to buy through shared ownership. consists of Trustees, independent members and residents living in JRHT properties. The Board We own and manage around 2,500 homes, half of structure gives greater focus and accountability to which are located in the village of New Earswick. JRHT’s affairs and is close to the usual structure of The rest are spread across Yorkshire and North a housing association. The Board takes East England, including York, Scarborough, responsibility for the oversight of the operational Beverley, Leeds and Hartlepool. activity and developments of JRHT. Through a number of housing schemes, we cater for a variety of needs. We have flats, houses and bungalows suitable for single people, couples, families with children and older people, including sheltered and extra care housing schemes. Governance Joseph Rowntree Foundation and Joseph Rowntree Housing Trust The Joseph Rowntree Foundation (JRF) is an endowed foundation funding a UK-wide research and development programme. JRHT is a registered housing association and provider of care services 5 Sheltered housing have moved in. If you would like more information about adaptations, please contact our Customer Sheltered housing schemes are for older people Service Team on 0800 5870211 for further advice. who want to live independently in their own self-contained homes but in a socially supportive Our commitment to equality and diversity environment. Sheltered accommodation usually Diversity and equality is core to our values. includes: communal facilities; opportunities for We recognise that some individuals may experience social engagement; a community alarm system to disadvantage because of other people’s request help in an emergency; and a scheme discriminatory practices and prejudices. We are also manager who can offer advice to residents and in aware that different groups and individuals have some cases help arrange services. different service needs. We are therefore committed to preventing disadvantage and inequality in access to our housing services. In particular we will ensure that no resident or applicant receives less or more favourable treatment on the basis of: Age Gender Disability and/mental condition Race, ethnic or national origin Sexual orientation Religious belief Marital status Political views and/or affiliation This commitment extends to our employment policies and practices. Extra care: Ensuring equality in access to housing and housing Housing with care services Housing with care schemes provide supportive and We ensure that everyone applying to us for stimulating environments in which older people housing is dealt with fairly and without may live wholly independently. You can also receive discrimination. care and support if required to a level that might otherwise only be available in a residential or We strive to ensure that our services are delivered nursing home. Our three schemes – Hartrigg Oaks fairly and that they are accessible to all our in New Earswick, Plaxton Court in Scarborough residents. and Hartfields in Hartlepool – demonstrate different approaches. We require that all residents’ groups commit themselves to our diversity policies before they can Adapted accommodation be formally recognised by us. (See part 8 for more We have several properties that have been adapted information on ways to get involved). to help residents with disabilities, and for residents in our rented accommodation we can carry out We aim to achieve a broad representation on our adaptations to suit an individual’s needs once you Board and Committees. 5 Accountability and consultation the way we deliver our services. Confidentiality JRHT reports directly to a Board comprising of residents, trustees, committee members and We treat all the information you give us in line with advisers. the Data Protection Act 1998. We welcome feedback from all our customers, Contacting us including complaints where our customers feel we have failed to provide the service we promise. If you cannot find the information you want in this handbook or on our website, please contact us at: We consult residents and applicants about changes in the way we deliver our services, The Garth or changes and initiatives that affect you, your White Rose Avenue home and your community. We try to take your New Earswick views into account where possible in shaping York service delivery. YO32 4TZ For more information, please contact our Tel: 0800 587 0211. Customer Service Team on 0800 587 0211; Monday to Friday: 8:00 - 5:00 or see part 7 for information on our complaints Wednesday 10:00 – 5:00 procedure, and part 8 for ways you can influence Email: [email protected] This handbook is supported by a range of leaflets which provide more detailed information on JRHT policies, procedures and services. 6 2 You and your home Moving in Letting people know you have moved Getting connected Water meters Keys Lodgers Alterations and improvements to your home Will I have to leave my home just as I found it when I moved in? Compensation for improvements Aerials, satellite dishes and cable televisons You and your home Moving In: Let people know you have moved Water meters Depending on your circumstances, you may need If your property doesn’t already have one, you will to give your new address to the following: need to write to us if you want to install a water meter. However, you be fully responsible for any Bank or building society installation cost. You might want to consider the Benefits office financial benefits of installing a water meter. For Dentist more information or advice, please contact your Doctor local water company. Optician Employer Keys Local council, to make arrangements to pay Please look after the keys to your home. If you lose Council Tax them, we will be able to change your locks but you TV licence authority may be charged for the full cost of replacement. Phone company Driving Licence We do not keep duplicate sets of keys for Vehicle Registration Certificate properties. It is therefore a good idea to get Web-based services yourself a spare set cut and leave it with a friend or relative, in case you lose yours or lock yourself out. Getting connected Some properties are provided with a key safe – You are responsible for paying your own gas, please use this if you have one. electricity and water bills. You should make a note of the meter readings for gas, electricity and water as soon as you move in. You will need to quote these readings when you register with the utility suppliers. If you have problems reading the meters please contact your Housing Officer on 0800 587 0211. Please note: if you do not take meter readings, you may have to pay the utilities bill of the previous resident. You will need to know where your gas and electricity meters are located in case of an emergency (see part 5 for information on gas and electric safety and what to do in case of an emergency). 8 Lodgers Will I have to leave my home just as I found it when I moved in? If you wish to take in a lodger, permission must be sought and granted in writing. If permission is When you move out, you will have to leave your granted, you must provide us with the details of the home as you found it unless we give you written lodger.
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