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. permission to do otherwise. We will make this clear to you when we grant you permission to make any As the resident, you will be responsible for the alterations or improvements. behaviour of any other individuals living in your home. If you wish to take any fittings that you have added, you must replace the original ones and repair any Please Note: Taking in a lodger may affect your damage caused as a result of the fittings; unless we benefits. If you would like more information and/or have agreed otherwise in writing. advice, please contact our Customer Service Team on 0800 587 0211 who will put you in touch with our Money and Benefits Advisors.
Alterations and improvements to your home
You will need written permission before you start to make any alterations or improvements to your home. We usually grant permission except for cases where the alterations:
• will make the home less safe • are not approved by the local authority planning or building control offices • will reduce the value of the property • are excluded by your tenancy agreement • do not comply with current standards or legislation.
To seek permission, or for further advice, please contact our Customer Service Team on 0800 587 0211.
Please note: All work must be done by suitably qualified competent persons. You must also take particular care with structural, gas or electrical work.
9 Compensation for improvements which might be needed. If permission is granted, please let us know when If you end your tenancy, you may be entitled to the aerial or dish has been set up so that we can claim compensation for certain improvements that inspect it to make sure it has been fitted properly. you have made to the home. We will only pay We may require you to take it down when you compensation if: leave the property.
• we approved the improvements; If cable television is available where you live and • your tenancy has ended; you want to install it, please ask us for permission • you have followed our procedures; before you have any ducts or cables laid from the • the alterations improved the value of the street across your garden to your home. property. If you have any doubts about whether you need Please note: You are only entitled to compensation permission from us or consent from the planning if the improvements cost over £500 but no more authority, please contact our Customer Service than £3,000. Team on: 0800 587 0211.
For more information on this please call the Customer Service Team on 0800 587 0211
Aerials, satellite dishes and cable television
Before installing an external aerial please write to us to request permission. We will usually grant you permission, but only where we are sure that it:
• will not interfere with other people; • will not damage the property; • will be installed properly.
Please note: You cannot put up any aerial or satellite dishes until you have our written permission. You may also need planning consent if your home is listed or is within a conservation area. There are also specific rules about satellite dishes on blocks of flats. We will only grant you permission if you already have written approval from the planning authority. Please send us a copy of this along with your application form in order to avoid any delays.
You will be responsible for the costs of fitting and looking after any aerials and dishes that you have installed and for getting any planning consent
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3
Your tenancy explained Security of tenure
Your right to occupy
The ‘only or principal home’ rule
Paying your rent and service charge
When to pay your rent and service charges
How to pay your rent and service charges
Breaches of tenancy
Seeking possession
Joint tenancy and relationship breakdown
Succeeding a tenancy Your tenancy explained Security of tenure
All our residents have security of tenure provided financial difficulties and are consequently falling that you do not breach your tenancy agreement. behind on your rent/service charge payments. Failure to pay your rent/service charges is a breach Your right to occupy of your tenancy agreement and could result in you losing your home. You have the right to occupy your home without interruption or interference from us for the When to pay your rent and service duration of your tenancy (except for the obligation charges to give access to our employees or contractors). This is providing that you comply with the terms Your rent/service charges are due in advance, at of the tenancy agreement. the beginning of each monthly rent period.
The ‘only or principal home’ rule How to pay your rent and service charges:
It is a legal condition that your home is used as You can pay your rent and charges by the following your sole or main place of residence. If it becomes methods: apparent to us that you are residing at another address, you may lose your security of tenure. • The Garth, New Earswick - York, by debit card, cash, or cheque We can end your tenancy by issuing a notice of • Hartfields - Hartlepool seeking possession and then applying to the county • Plaxton Court - Scarborough court to end your tenancy and reclaim possession • your local post office by cash, cheque or debit of the property. card. If paying by cheque make it payable to Post Office Ltd. You will need your ALLPAY card to make This means that you will put your security of a payment; tenure at serious risk if you: • any Paypoint outlet by cash or cheque. Cheques are only accepted at the discretion of the outlet. • sublet your home to someone else and move Longer opening hours at these places mean you away; can pay your rent/service charges at times that are • give your home to someone else and move convenient to you. You will need your ALLPAY card away; or to make a payment; • are away from your home for a long time and • by Direct Debit or Standing Order; show no reasonable intention of returning. • On line at www.jrht.org.uk. You will need your ALLPAY card to make a payment; Paying your rent and service charge • by post – send a cheque or postal order to The Garth. Please make the cheque payable to ‘The It is important that you pay your rent/service Joseph Rowntree Housing Trust’. Please put your charges on time. It is especially important that you name and address on the back of the cheque or contact us immediately if you are facing any postal order. If you have an ALLPAY card, please enclose this with your payment and this will be
13 returned to you by post with your receipt. breakdown
Breaches of tenancy If you have a joint tenancy and your relationship breaks down, please contact us for advice on how Seeking possession this could affect your tenancy. In the event that we wish to seek possession of Either party in a dispute can apply to the County your home because of a breach of tenancy, we Court for an order to transfer the tenancy into must issue you with a Notice of Intention to Seek their sole possession. Your solicitor can give you Possession in writing. The notice will clearly state further information on the procedures involved. our reason for seeking possession. We will give you one month’s notice before we apply to court for a hearing date. Whether we proceed to a court Succeeding a tenancy hearing or not after this period will depend on whether you have put right the breach of tenancy If you were originally a joint tenant with your agreement, and/or whether you are taking the partner and he/she dies, you would automatically necessary action to address the breach. become the sole tenant. Similarly, if you die, your For instance, if you are in rent arrears but reach a partner automatically becomes the sole tenant. payment agreement which you than adhere to with This is called succeeding to the tenancy. us within the one month period, we will take no further action. Please note: If you succeeded to the sole tenancy in this way, you cannot subsequently pass it on to It is in your interest to comply with the tenancy another relative or anyone else. As the landlord, agreement to avoid losing your home. we can take possession of the property again.
Please note: As a social housing provider, we are For more information about succeeding to a committed to doing all that we can to avoid tenancy please contact our Customer Services evictions as a result of rent arrears. Please see Team on 0800 587 0211. part 4 for more information and financial advice.
Joint tenancy and relationship
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Money, benefits and debt advice Housing Benefit
Rent arrears
Assistance with housing costs
Financial advice
Owing us money at the end of your tenancy £
Money, benefits and debt advice Housing Benefit Rent arrears
If you are on low income or out of work, you may If you fail to pay your rent/service charges on time; be entitled to claim Housing Benefit. To make a claim, you must fill in a Housing Benefit claim form. • We will contact you asking you to bring your You can get the form from your local council or account up to date; from a member of our Customer Service Team on • If you do not bring your account up to date, or 0800 587 0211. You should fill the form in as soon fail to stick to an arrangement to clear the as possible and return it to the council. We also outstanding debt, we will contact you again to have staff that can help you with filling in the form remind you of the necessity to make payment and will answer any benefit-related queries you otherwise you will be at risk of losing your home. may have. If you still do not make payment we will serve a Notice of Seeking Possession (See part 3). This is How much Housing Benefit will you get? the first step in legal possession proceedings; • If we have not reached a payment agreement This depends on: with you by the time the Notice of Seeking Possession comes into force, we can start legal • your income and savings, and those of your proceedings in the county court to take possession partner if you have one; of your home. • how many dependent children live with you; • how many grown-up children or other adults Please note: as an anti-poverty landlord, we are live with you; committed to doing all that we can to avoid taking • how much rent you pay; and possession of your home. You must therefore • how many bedrooms you have in your home. always respond to any communication from us regarding your arrears in order for us to be able to The benefit office will write to inform you how help you. much Housing Benefit you are eligible to claim. If your Housing Benefit entitlement does not cover If you are unable to make your rent/service charge all of your rent, you will have to pay the difference payments we urge you to: yourself. • Contact our Customer Service Team on 0800 Please note: It is your responsibility to ensure that 587 0211 as soon as possible. It is important that your Housing Benefit is being paid and that your you do so before your debt gets out of control; claim has been properly assessed, even if it is being • Reach an agreement with us to pay the arrears paid to JRHT. We can help you with sorting out off; any problems with your claim. However, we will not • Keep to any repayment agreement you reach accept problems with a Housing Benefit claim as a with us; reason for non-payment of rent/service charges. • Keep us informed if your situation changes.
17 £
Assistance with housing costs Money advice
If you are on a low income or out of work, you JRHT Money and Benefit Advisers offer money may be entitled to claim benefits to help with your and debt advice, as well as benefit entitlements and housing costs. To make a claim, you must fill in a general welfare services. They can see you in your claim form. You can get the form from your local own home or at our offices. Please contact our council or from a member of our Customer Service Customer Service Team on 0800 587 0211 Team on 0800 587 0211. You should fill the form or email the Money and Benefits Advisors direct in as soon as possible and return it to the council. on [email protected]. Our staff will be able to help you complete the form and will answer any benefit-related queries There are also a number of independent advice you may have. agencies such as the Citizens Advice Bureau (CAB) that offer help and financial advice. Owing us money at the end of your Further details around financial and benefit tenancy information and the services we offer including our help with gaining employment project can be found We expect your rent/service charge to be paid up on the website www.jrht.org.uk to date when your tenancy ends. If you move out owing rent and do not repay it, we will take legal action.
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5
Maintaining and repairing your home Repair responsibility Job priorities and response times Inspecting repairs Planned maintenance Insurance Adaptations to your home Who to contact in case of an emergency Gas safety Electric safety Fire prevention Pipes Turning off the water supply Decorating your home External work Condensation Asbestos - what is it? Maintaining and repairing your home
You are responsible for keeping your home in good lifts and entry phones. condition and for reporting any repairs for which we are responsible. This section gives details of JRHT is responsible for external painting and this your rights and responsibilities as a resident with will be carried out on a seven-year cyclical regard to the repair and maintenance of your programme. home. Repairs you are responsible for:- Repair responsibility Residents are responsible for repairing or replacing:
It is essential to keep your home in a good state of • showers that were not installed by JRHT; repair. In most cases, our own staff will carry out • your own security lights; the repairs; in some cases, we employ contractors. • draught excluders; • plugs and chains in sinks and baths; Repairs we are responsible for:- • light bulbs or light strips; We have full responsibility for maintaining the • cookers, including installing or capping off;* structure and exterior of all rented homes, • sheds and fences not supplied by JRHT. including: *Hartfields residents to check with their housing • the foundations, roof, chimney stacks, outside officer. walls, outside doors, window sills and window frames; • the upkeep of drains, gutters and external pipes; • internal walls, skirting boards, door-frames, doors, ceilings, floors (but not including painting and decorating); • pathways, steps and other types of entry; • garages, sheds and outhouses built by JRHT; • boundary fencing and gates fitted by JRHT.
We will also keep in proper working order the installation for the supply of water, gas and electricity, sanitation, heating and hot water, including: electrical wiring, socket and light fittings, gas piping, Deliberate damage, misuse and negligence fitted heaters, fitted radiators, water heaters, baths, If you, your family or friends cause damage to the toilets, sinks, basins. property through misuse or negligence, you will be charged for the full costs of the repairs. We are also responsible for communal parts of blocks of flats, such as corridors, stairways and If there is criminal or malicious damage to your entrances, as well as communal services such as TV home, we will pay for the repairs provided you have aerials (but not satellite dishes), stairway lighting, reported the crime to the police and have a valid crime incident number.
21 Job priorities and response times heating and/or hot water, in which case it will be graded as an emergency repair); In order that work can be prioritised and • faulty fires (unless the only form of heating in information given to residents when their repair which case it will be graded as an emergency will be completed, it is essential to grade jobs repair); according to their priority within this policy. • minor electrical faults, i.e. sockets, lighting, switches; Emergency repair – attended within 24 hours. • minor roof leaks, (not sheds, garages or This applies to any repair that is likely to cause an outhouses); immediate risk to residents, their homes or • faulty door locks and window fasteners; belongings, for example; • minor plumbing repairs, i.e. faulty taps etc.; • faulty communal television system; • burst water pipes causing severe damage; • damaged stair treads, handrails or banisters; • major water ingress through doors and windows; • blocked gullies and surface water drains; • blocked drains where foul water is overflowing • defective paths, potholes that could result in an inside the property; accident; • dangerous structures that could imminently • replace missing roof tiles; collapse or fall, that are a risk to life or property; • reglazing broken single glazing in doors and • electrical faults that are an immediate risk to life windows; or property; • faulty door entry systems. • blocked foul drains, affecting use of WC etc.; • total loss of electric power; • no heating or hot water; • repairs to doors or windows, where there is a genuine security risk; • loss of warden/care staff call systems at sheltered housing schemes and care homes; • total loss of water supply; • major roof leaks that could result in serious damage or loss of services; • pipe leaks that could result in serious damage or loss of services; • lift failure.
Urgent repair – within 5 working days of notification. This applies to any repair that could lead to minor damage, or has resulted in partial loss of an essential service to residents, for example;
• minor plumbing leaks and overflows; • fitting of grab rails, extra handrails and other minor aids; • faulty thermostats, programmers, radiators, pumps (where the fault has resulted in total loss of
22 Routine Repair – attend within 20 working days of other related work and availability of labour and notification. materials. If the property is still within a defects This applies to all other repairs that are not urgent liability period the responsible contractor will be and that do not cause serious discomfort, expected to complete the work reported. inconvenience or nuisance or long term deterioration of the building, for example:- Examples of non-urgent work are: • pre-painting repairs to meet external • wall tiling and sealants; redecoration programme dates; • making good plaster; • re-chargeable work; • kitchen unit repairs; • installation of tenants own fittings, eg security • gutter repairs and cleaning; lights, extra door and window locks etc; • boundary gates; programmes to be agreed with resident; • garage, outhouse and shed roof leaks; • modernisation and improvements; • replacement of faulty double glazed units; • external and internal re-decoration works; • remedial decorations after repairs; • re-pointing brickwork; • minor joinery repairs; • gutter cleaning. • replacing tap washers and other minor plumbing repairs; When a repair is reported there are occasions • easing of doors and windows; when the cause of the problem requires an • provide user guidance, e.g. heating, warden-call inspection prior to work being completed. etc.; • replacing broken clothes posts and rotary driers. Inspecting repairs
It is not possible for us to inspect all our repair work. However, we do check a percentage of subcontracted repair jobs each year, and inspect all repair work above a certain cost.
Because we cannot inspect all repair work, you can help by informing us if a repair is not done to a satisfactory standard. Please contact our Customer Service Team if you have any concerns about a repair to your home on 0800 587 0211.
We also carry out a satisfaction survey on a sample of repairs each year.
Qualifying Repairs: your rights as a resident The Tenants Charter sets out a list of “qualifying repairs” that must be attended to by Housing Non-urgent works Associations within a certain time frame. These This applies to non-urgent repairs and other are repairs which, if not carried out, may put your works that follow a pre-inspection, are part health, safety or security at risk but would cost us of a programme of work, rechargeable or an less than £250 to carry out. improvement to a property. This type of work needs to be planned, dependent upon the priority,
23 For full details of those qualifying repairs and your Your own household contents insurance should entitlement to compensation, please refer to our cover damage caused by fire, floods, leaks and Repair policy leaflet which is available on the JRHT theft. website or from the Garth. Alternatively, you can request this from our Customer Service Team on Adaptations to your home 0800 587 0211. If you, or anyone who lives in your home, are Planned maintenance disabled, elderly or suffering from a severe illness, you can have adaptations made to make living in We carry out regular checks on the condition of your home easier. the homes we own and carry out maintenance work programmes to keep them up to a good Major adaptation work standard. Wherever we can, we will try to carry For work that will cost more than £1,500, you will out the work while you are living in the property. be referred to your local authority who will have Details of the planned maintenance programme Occupational Therapists who can give you can be found on the JRHT website at www.jrht.org. specialist advice on how the application process uk – you will be notified well in advance if any work works and what you are entitled to. is to be carried out to your home. Some examples of major adaptations are:
• provision for wheelchair access; • entry phones, intercom systems and doorbell lights; • widening doors and windows, easy-to-use door handles and window openers; • lifts, hoists and stair-lifts; • a level-access shower (no step).
Minor adaptation work We have an annual budget for work for rented residents that will cost less than £1,500.
Some examples of minor adaptations are:
• a shower over the bath; • grab rails at the front or rear entrance; • additional handrails for staircases; Insurance • widening of paths around the property; • paving areas for wheelchairs. We insure the building and structure of the property. You must have your own insurance policy Please contact the Customer Service Team on to cover the value of your contents and internal 0800 587 0211 for further information and decorations against damage and loss. We strongly advice. advise you to take out your own household contents insurance.
24 Who to contact in case of an • Contact our Customer Service Team on 0800 587 021. You can also call this number out emergency of hours in these circumstances. Depending on the nature of the problem, you may Carbon monoxide poisoning need to contact the fire service, the police, the Exposure to carbon monoxide can be seriously National Gas Emergency Service, your electricity harmful. Because carbon monoxide has no taste, and water supplier. You can also contact our smell or colour, we strongly recommend that you Customer Service Team on 0800 587 0211. If you get a carbon monoxide alarm in your home. contact us after 5:00pm or over the weekend, your call will be forwarded to our out-of-hours repairs Important gas safety measures service team. • Never use an appliance if you think it is not working properly; Gas safety • Never cover an appliance or block the convection air vents; If you smell gas or fumes, or are concerned about • Never block or cover any fixed ventilation grilles, gas safety, call the National Gas Emergency Service air bricks or outside flues; on 0800 111 999 immediately. For deaf or • Whenever draught excluders, double glazing hearing-impaired residents, the minicom/text or conservatory extensions are fitted to a room phone is 0800 371787. containing a gas appliance, the appliance should be checked for safety. This is to ensure that the right Gas appliances amount of oxygen still gets to the appliance. Gas appliances and flues that are not fitted properly, badly repaired, not maintained regularly, or not used properly can cause gas leaks and carbon monoxide poisoning.
Gas leaks What to do if you smell gas
• Open doors and windows for fresh air; • Check if the pilot light has gone out; • Check any gas appliances that are switched off (If the pilot light is still on but the appliances is switched off, there may be a gas escape); • Turn off the gas supply at the mains, the emergency control valve is usually located at the side of, or above, the gas meter. Annual gas safety check in your home (rented • Leave the house; properties only) • Call the National Gas Emergency Service line For your safety and that of anyone living in your on 0800 111 999 immediately; home, we have a duty to inspect and service the • Do not turn light switches on or off, use gas appliances in your home each year. We will doorbells, mobile phones or any electrical switches check that they are working properly and safely. (they could create a spark that could start a fire); We will arrange a convenient appointment for this • Do not smoke, light a match or use any naked work to be done. flames;
25 We will also carry out a gas tightness test on other Fire prevention gas appliances that may belong to you (such as gas cookers) and report to you on their condition. To reduce the risk of fire in your home, we (However, you are responsible for servicing or recommend that you: replacing any appliance that belongs to you). • Do not leave pans, deep-fat fryers or frying Please note: It is essential when we contact you, pans unattended when you are cooking; that you arrange access to your home for the • Keep matches away from children; annual safety check and service work to be done. • Do not use portable gas or paraffin heaters; Failure to allow access is a breach of your tenancy • Make sure that fires are guarded (especially and may result in the termination of your tenancy. when there are very young or elderly people in the room); After each annual service we will send you a copy • Do not prop fire doors open, or interfere with of the Landlord’s Gas Safety Certificate within 28 them or any other fire equipment; days. Please keep this in a safe place. • Unplug electrical appliances, especially at night; • Make sure that heaters cannot be knocked over If you end your tenancy, you must leave the and that they are not too near to furniture. certificate for the next resident.
Electric safety
Avoiding the misuse of appliances
• check the current rating of extension leads before plugging appliances into it. Too many electrical appliances in one socket can lead to over heating; • never overload extension leads by plugging in appliances that together exceed the maximum current rating stated on the extension lead; • only use one socket extension lead per socket What to do in case of a fire and never plug an extension lead into another • Get everyone out of the building;* extension lead as this risks overloading the wall • Close all the doors behind you (this will delay socket and the extension lead; the spread of fire, heat and smoke); • regularly service electrical appliances; • Call 999 and ask for the fire brigade; • ensure that wires are kept away from heat or • Alert your neighbours; water; and • Do not go back into the building; • carefully remove plugs from sockets to minimize • Let us know what has happened as soon as damage to wiring. possible by contacting our Customer Services Team • Turning off the Electric supply in an emergency: on 0800 587 021, you can use this same number you can turn off the electricity supply by flicking out of hours. the main switch. You should make sure you know where the fuse board is so that you know where to *If you reside in a supported communal facility such go in an emergency. as Hartfields, please refer to their local Fire Evacuation procedure.
26 Smoke and carbon monoxide alarms Flooding Smoke and carbon monoxide alarms prevent many deaths each year. They provide an early warning Flooding from roads and public drains when they detect smoke or gas which can give you Your local council is responsible for dealing with time to get out of your home safely. road flooding and flooding from public drains so please contact them. Smoke and carbon monoxide alarms are installed in each of our rented properties. If you would like Flooding from a river/stream more smoke or carbon monoxide alarms installed, Call your local council to report flooding from a or if you wish to report any faults, please contact river or stream. You can also contact the our Customer Service Team on 0800 587 0211. Environment Agency to find out if there is a risk of flooding to your home or local area. Looking after your smoke and carbon monoxide alarms Email [email protected] to get • Never switch off your alarm. the flooding history of the land around a property. • Never remove batteries to use in other This is a free service for householders. appliances. • Regularly test your alarms (at least once a week). Check flood maps This can be done by pressing the ‘test’ button until To obtain information about any long-term flood the alarm sounds. risk to your property contact Floodline for • Open the case twice a year and clean the inside information. using a soft brush vacuum attachment to remove dust from the sensors. Get flood warnings You can sign up for flood warnings online or call Note: If you are elderly or disabled and have Floodline if you’re in an area at risk. The service is difficulty replacing the batteries or checking the free. You can get warnings by phone, email or text smoke alarms in your home, contact our Customer message. Service Team on 0800 587 0211 and we will arrange for someone to do it for you. Floodline Telephone: 0345 988 1188 24-hour service Find out about call charges
You can also contact the Environment Agency who can direct you to more specific information.
[email protected] Telephone: 03708 506 506 Minicom: 03702 422 549 Monday to Friday, 8am to 6pm
Flooding in your home If you do experience any flood damage in your home, please contact our Customer Services Team on 0800 587 0211
27 Pipes • Turn off the central heating or hot water boiler as quickly as possible. During the cold winter months, there is an • If the water has been leaking through an electric increased risk of flooding as the cold weather light or ceiling rose, do not switch on the light. conditions can cause water pipes to freeze and drip • Try to find out where the water is coming from or burst. This could cause great damage to your and do your best to make a temporary repair or home and belongings. contain the leak until a plumber arrives. • Call our Customer Services Team immediately You can reduce the risk and damage of burst pipes on 0800 587 0211 (Also use this number if it is by: outside of usual office hours). • Identifying where the stopcock is located, and ensuring that you can turn it off easily in an Turning off the Water supply emergency. You do this by turning the stopcock clockwise. The • Insulating pipes and the sides of your water tank stopcock inside your home is located under the if you have one. kitchen sink or where the service pipe enters your • Fitting new washers if your taps drip (particularly home. external ones). Dripping taps in cold weather can become frozen and cause blocked or burst pipes. Decorating your home • Keeping your home warm (a minimum of 12°C) if it is forecast to freeze. You are responsible for decorating the inside of your home. If the property is considered to be below our decorating standard when you move in, or if decoration has been damaged following any responsive or maintenance repair work carried out by us, we will provide you with financial support to bring the decorative condition back up to the standard required.
We expect you to discuss any concerns about the condition of the home before you sign your tenancy agreement.
External Work
We are responsible for maintaining the outside of your home, (external painting for example) and decorating any communal rooms, staircases and landings. This will be carried out under the planned maintenance programme, details of which can be found on the JRHT website. If, despite all these precautions, a pipe bursts, you should: Gardens • Turn off the main stop tap immediately. You are responsible for looking after your garden • Turn on all your taps to drain the water as (unless this is a communal area). This is one of the quickly as possible. terms of your tenancy. You must also maintain any
28 garden furniture such as sheds or outhouses and original post and wire fencing. any other features such as patios or paths that you have put in. If you leave your property you must If you want to take out/replace the original fencing return the garden to its original condition provided by us, you will need to get written otherwise you may be recharged the cost of us permission. Please contact our Customer Service doing this work. Team on 0800 587 0211 for more information
Please Note: you must not remove any fences, hedging or trees without first getting our written permission.
Condensation
The most common cause of dampness and mould in homes is condensation. It can lead to discolouration and black mould growth on walls, window frames, furniture and clothing. Condensation is caused by moist air coming into contact with cold surfaces, and water vapour from cooking, baths, showers and drying clothes indoors.
You can limit the effects of condensation by:
• opening windows and using an extractor fan when cooking, while keeping doors to rooms where Fencing steam is being created closed; We are responsible for the maintenance of original • keeping lids on saucepans while cooking, turning fencing installed by us – this will usually be post down the heat when the contents are boiling, and and wire, unless specified otherwise by planning using an extractor fan; restrictions. • drying washing outside if possible, increasing ventilation if drying clothes indoors, and ensuring Where you, your neighbours or a previous that clothes dryers are vented externally; resident, have replaced the original fencing, you • keeping temperatures in all rooms above 17°C and/or your neighbours are responsible for the in the colder months of the year; and on-going maintenance of that fencing. If the fence • not blocking up air bricks or vents. needs replacing, we will only replace with the
29 Please Note: We will not pay for damage to your When does it become a problem? personal possessions or decorations as a result of Even if there is asbestos in your home, it is usually condensation. It is your responsibility to take the not a problem. Asbestos ONLY becomes dangerous above-mentioned measures to prevent or reduce when it is damaged, or is disturbed during work on the effects of condensation on your home, health, your home. and belongings. If you would like further advice or information about condensation please contact our This is one of the reasons why it is important to Customer Service Team on 0800 587 0211. contact JRHT prior to undertaking works at home.
Asbestos - What is it? The greatest risks arise when asbestos is damaged, or drilled, sawn, sanded or scrubbed. Certain DIY Asbestos is a natural mineral found in rocks all over work can result in brief but high levels of exposure. the world. It has been used commercially for about 150 years because it is strong, flexible and stable. If you think a material might contain asbestos, do not disturb it – contact our Customer Services on As asbestos fibres are strong and resistant to heat, 0800 587 0211 or email [email protected]. they have been used in a range of building If you require any further information, please do materials and products. not hesitate to contact us.
Asbestos Cement is the most widely used asbestos material. It is found in many types of building as corrugated sheets for roofing and wall cladding, flat sheets and partition boards for lining to walls and ceilings. It has also been used in bath panels, soffit boards, fire surrounds, flue pipes, cold water tanks and as roof tiles and slates. Asbestos Cement was also commonly used as roofing and cladding for garages and sheds and also in guttering and drain pipes.
Asbestos Cement products are unlikely to release high levels of fibres because of the way they are made, unless subject to extreme abrasion. Damage from weathering may also release a small amount of fibres.
Insulating board has been used for fire protection, heat and sound insulation. It is particularly common in materials such as ducts, infill panels, ceiling tiles, wall linings and partitions. It is unlikely to be found in buildings built after 1982.
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6
You and your neighbour Antisocial behaviour
Dealing with a neighbourhood dispute
Car parking
Pets
Abandoned vehicles
Repairing vehicles
Harassment/hate crime You and your neighbours Antisocial behaviour Dealing with a neighbourhood dispute
This is behaviour by others that unreasonably The best way to live in harmony with your interferes with your rights to the enjoyment of neighbours is to work out any difference with them your home and community. This can mean as and when they arise. We will intervene only in anything from persistent noise nuisance to serious extreme circumstances where a conciliatory violence or other criminal behaviour that affects approach has failed to settle the matter. another residents’ quality of life. Where the problem is one of lifestyle, we may Examples of this include: recommend that you use an independent mediation service to help resolve the dispute. They • persistent loud noise from music, radio, TV, dogs may be able to help you negotiate a solution with or car engines which distresses others; your neighbour. As a first step, you should talk to • excessive and persistent noise, disturbance or the neighbour responsible for making the noise abusive behaviour causing distress to others; and politely ask them to turn the volume down. It • violent or challenging behaviour towards staff, is likely that they will take your complaint on board, contractors or residents; and that a resolution will be reached. • racial, homophobic or other forms of harassment or discriminatory behaviour; • poorly-controlled pets; • thoughtless parking; • untidy gardens and rubbish in common areas; • actual violence, intimidation (including verbal abuse) and unruly, offensive behaviour; • vandalism and damage to property; • aggressive and threatening language and behaviour; and • drug dealing.
We will not tolerate antisocial behaviour in our communities. Anti-social behaviour is a breach of the tenancy agreement, and depending on the severity of the matter, could result in the perpetrator losing their home and/or being prosecuted.
Under the terms of your tenancy and leasehold agreements it is your responsibility to ensure that you, members of your household and your visitors do not cause a nuisance or annoyance to other persons in the neighbourhood.
33 Car parking Harassment/hate crime
We expect you to be reasonable about where you Harassment can take many forms. Any form of park, and not to block other residents’ access to unwarranted behaviour or conduct which is public roads or obstruct emergency access routes. intimidating, offensive, degrading, humiliating, If you have a drive, a garage or a parking space, hostile or violent to the recipient is classed as please use it. harassment. Harassment is a serious breach of the tenancy or lease agreement. As a resident, if you Only roadworthy and taxed cars are to be parked suffer any form of harassment, you must report in designated parking areas. The local authority and the incident to us as soon as possible. We will treat the police have the power to remove vehicles that the case with confidentiality. are illegally parked or causing an obstruction to public roads. We will deal firmly and sensitively with all forms of harassment against or by a resident. Pets The following forms of harassment initiated by you If you have a dog, you must keep it under control at are grounds for the termination of your tenancy all times and make sure that it is not a nuisance to and repossession of your home: your neighbours. Do not allow your dog to: • verbal abuse; • go out on its own; • damage to property; • foul the common areas and gardens; • abusive graffiti; • frighten other residents; • arson; • go into children’s play areas; or • threatening or abusive behaviour; or • create unreasonable noise. • physical or verbal attacks against any resident because of their race, colour, ethnic origin, sexuality, disability or age. Abandoned vehicles
Scrapped and abandoned vehicles are an eyesore. If we believe a vehicle has been abandoned or left untaxed, we will take steps to have it removed and we may charge the owner for its removal.
Repairing vehicles
Please do not carry out major vehicle repairs or servicing at your home or on your estate. When doing minor repairs, please make sure that you do not damage the paths or roads, or disturb your neighbours.
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7
Making a complaint How to make a complaint
We aim to
The complaint procedure
Reporting a complaint to a member of staff
When can you expect an answer?
What to do if you are still not happy
What you can expect from us
What to do if you want to take your complaint further
Taking your complaint further
Unreasonably persistent complaints/unreasonable behaviour of complainants
Further information
Comments and enquiries Making a complaint
We take all complaints very seriously. If you are will try to help you to identify who you should take dissatisfied with any aspect of our services or up your complaint with. services provided on our behalf, we want to know. If we do not think that there has been a service How to make a complaint failure, we will let you know. We will also advise you on the alternative courses of action that we might You can contact a member of staff directly or follow outside of our complaints process. contact our Customer Services Team on 0800 587 0211. If we can deal with the matter immediately and/or it is less serious in nature, we will deal with it Alternatively you could ask a friend, family member, informally at the resolution stage of the complaints carer or another appropriate person to contact us process. If the matter is more serious we will deal on your behalf to explain your concerns. with it initially at stage 1 of the formal complaint process. (Appendix 5) We aim to: When can you expect an answer? • deal with complaints promptly; • handle all complaints fairly; We aim to give you a full reply within ten working • deal with all complaints in an impartial, days. However, we may take longer to respond if professional and objective manner; the nature of your complaint means that we need • investigate the issues thoroughly; longer to investigate the matter. If this is the case, • keep customers informed about the progress we will let you know in writing within ten working and outcomes of their complaints; days explaining: • resolve your complaint where possible; and • use your feedback to change the way services • why a full reply will take longer; are delivered. • what we are doing to deal with your complaint; and Please note: In some instances it may not be • when you can expect an answer. possible to preserve confidentiality and, if you have requested this, we will discuss this matter with you If we decide that your complaint is justified, we will before taking any further action. send you a formal apology and inform you about the steps that we are taking to correct the The complaint procedure problem. Equally, if we feel that your complaint is not justified we will provide a full explanation as to Reporting a complaint to a member of staff why and how we have come to this conclusion. You will be required to give details of your concerns, as well as suggestions as to what needs to be done to put things right if you have any.
If the complaint is about a service you have received from another organisation (that is neither JRHT nor somebody acting on behalf of JRHT), we
37 What to do if you are still not happy At this stage, a confidential report about your complaint and the decision reached will be If you are still not happy with our response, please presented at the next JRHT board meeting. contact us explaining why you are not happy and providing suggestions as to what we could do to Taking your complaint further solve the issue. You should expect a response from us within five working days. If you are still not satisfied with the outcome then you have the right to take your complaint to the What you can expect from us Independent Housing Ombudsman’s Service.
If necessary we can refer your complaint to Stage Unreasonably persistent complaints/ Two of the complaints process. We will ask a service unreasonable behaviour of manager to take a fresh look at your complaint before carrying out a full investigation. We will complainants keep you informed at every point of the process, and will inform you about the results of the We reserve the right, in exceptional circumstances, investigation, as well as how and why we reached to refuse to deal with complaints that are pursued that conclusion in writing within 15 working days. in an unreasonable way.
If the service manager thinks that your complaint is Further information justified, we will send you a formal apology and take the necessary action to put things right as soon as If you require further information or if have a possible. query about our complaints procedure, please contact our Customer Service Team on If the service manager upholds our original 0800 587 0211. decision, you will be given a full explanation as to why no further action will be taken. Comments and enquiries
What to do if you want to take your You may have a comment or an enquiry about a complaint further service you have received, but you may not consider this to be a complaint. We will consider all If you are unhappy with the response at this stage, the comments we receive and decide if any further please contact us. We may then refer your action is necessary. We will acknowledge your complaint to Stage Three to be dealt with by the comment within five working days and tell you what JRHT executive director or a neutral party with no action, if any, will be taken within tenworking days. dealings with either the complaint or the service area under consideration. This individual will be If you want to make a comment or suggestion nominated by the chair of the JRHT board. about our services, contact our Customer Service Team on 0800 587 0211 or email us at You should expect a response within six weeks. If [email protected]. we believe that your complaint is justified, we will send you a formal apology and take the necessary course of action to put things right as soon as possible.
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8
Getting involved Why should I get involved?
How can I get involved?
The resident scrutiny panel
Location-based groups and events
We want to hear from you Getting involved Why should I get involved? How can I get involved?
Becoming an active member of your community We are always looking for ways improve the way will allow you the opportunity to influence the way we deliver our services. If you have ideas about that we deliver our services. Since you will be other ways you might want to get involved, please receiving many of our services, you are well placed let us know by contacting our Customer Service to identify areas where we could do things better. Team on 0800 587 0211 or email us at: [email protected]. JRHT is actively committed to giving residents a say in the way we deliver our services. We support The resident scrutiny panel the formation of residents’ groups in all our communities, and encourage the development of The purpose of this group is to continuously new ones. We see this as an opportunity for monitor JRHT’s performance against expected residents to come together, share views, and voice service standards. The group is an independent their opinions and concerns about the way we work panel, led by residents. and deliver our services. How it works: The group is regularly presented with We recognise that some of you may be held back information on JRHT’s performance, based on both from getting involved by busy life styles because internal performance indicators and on complaints. of family caring responsibilities, work and other The group then selects a service area they want commitments. We therefore want to ensure that to look at in more detail. This will include receiving there are a number of ways for you to voice your more detailed information about that service area, opinions and concerns without having to leave the speaking to staff and other residents. The group comfort of your own home. prepare a report based on the findings which is then considered by JRHT service managers. The If you would like to attend meetings or other findings and recommendations are submitted to residents’ events, we can provide help with the JRHT Board. transport and child care or care support costs. • panel members are residents, although We provide information packs for new groups, membership is open to non-residents in ensure access to premises and services for resident exceptional circumstances, particularly if they have meetings, provide information, training, leaflets and specialist skills; booklets of good practice and help resident groups • members are independent from JRHT prepare newsletters, notices, leaflets and minutes governance structures; of meetings. • members have the power to challenge JRHT policy and practice and to effect change. We will use accessible venues and provide interpreters if appropriate.
41 Location-based groups and events Community events and groups: We encourage and support wider community Community walkabouts: involvement through social events, interest groups, You can set up or join a walkabout to point out environmental projects and events for areas of concern about cleanliness and unrepresented groups and individuals, including maintenance of your area. children and families.
Residents’ groups: Focus groups and service review groups Residents’ groups provide the opportunity for one-off sessions where residents are invited to a residents from a particular area to get together for group discussion about a specific service. a number of reasons: Residents’ surveys: • increase community spirit; satisfaction surveys are undertaken for some of • campaign for local facilities e.g. waste bins, play our services. Please take the time to complete and facilities; return these to us. • organise social events; • comment on services we provide or services We want to hear from you provided by other organisations, such as the local council. If you have an idea for your local area, want to get more involved with your community or be part Some groups have an annual budget to spend on of a group looking to improve services for JRHT improving their area, for example on more security residents, please come into the Garth and talk to lighting. We help with organising meetings and a member of the Community Development Team, events and provide help with transport, childcare call 0800 587 0211 or email us at information@ and other caring responsibilities. jrht.org.uk.
To find out if there is a residents’ group in your area, or if you would like to set up a group, contact us on 0800 587 0211.
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9
Moving on Applying for a transfer
Mutual exchange
What happens next?
Buying your home
Buying a home
Shared ownership
Ending your tenancy
What happens once you have informed us that you wish to end your tenancy?
What happens if you move out of your home before your tenancy ends?
Keys
Inspecting your property
Things that you could be charged for include Moving on We recognise that your circumstances will change Mutual exchange over time and that you may eventually need to move from your current home. Depending on your Residents who want to move but do not have a circumstances, we may be able to help you. high priority on a transfer list, can try to exchange (swap) their home with another resident wanting to This section gives information about: do the same.
• applying to transfer to another property; This can be one of our residents or a resident from • moving to sheltered housing; the council or another housing association. • arranging a mutual exchange; Permission to do so must be sought from both • home ownership options; and landlords and granted in writing. • ending your tenancy. You can start the mutual exchange process by Applying for a transfer putting your details on our exchange register at The Garth, White Rose Avenue, New Earswick. If your current home no longer suits your needs, Telephone our Customer Service Team on you can register with us for a transfer to another 0800 587 0211. of our properties. To do this, you must fill in a transfer registration form available from our Please note that your personal contact details will Customer Services Team. Once you have be publicly available. registered, we enter your details on our transfer list. Because there are always more people asking If you want to move further afield you could look at to be housed than there are empty properties, we the following exchange sites: house people in the greatest need first. Unfortunately, we cannot transfer everyone who www.houseexchange.org.uk applies. www.homeswapper.co.uk www.ukhomeswap.co.uk www.exchangeuk.co.uk
Please note: All of these sites are run privately and may make a charge. We are unable to recommend any particular one and are not responsible for their content.
What happens next?
Once you have identified a suitable property, you will be required to fill in a Mutual Exchange request form and to return it to us as soon as possible. Please contact our Customer Service Team for a copy of the form and for advice on the procedures involved.
45 We will deal with your request within 42 days of It is your responsibility to inspect the property you receiving your completed request form. We will are moving to for any damage caused by the either: outgoing tenant and let us know before signing the Deed of Assignment. If you sign the Deed without • Give our written consent to your exchange doing this, you will be liable for either carrying out request; or paying for the repair work. • Give our written conditional consent to your exchange request – we will tell you what these Buying your home conditions are and what you have to do; or • Write to inform you that your request has not If your home was built by us after 1997, you may been granted and why. have a ‘right to acquire’ it. This scheme allows you to buy your property at a discounted price. Note: We will only refuse to grant consent to a mutual exchange under at least one of the grounds To qualify you must have been a secure or assured of the Housing Act 1985 and amendments of tenant of a housing association (or local council) for 2004. at least two years, living in self-contained accommodation. Certain exemptions may prevent you from having the right to acquire. For example:
• you may only buy a property that was built with public money (such as a social housing grant); or • you may not buy a property built for special needs housing.
If your home was built before 1997, we may still be able to give you the option to purchase either outright or on shared ownership terms. This would be without the discount however.
Buying a home
If you are thinking of buying a property, there is a scheme that has been designed to help you move The main reasons for refusing permission are if: to home-ownership.
• we have a court order against you to repossess Shared ownership your home or have served you with a Notice Seeking Possession; • your property is substantially larger than the Shared ownership helps people who cannot afford proposed resident’s needs; to buy a home of their own outright. It is an • your property will become overcrowded or alternative to renting and full ownership and is under occupied; or suitable for people with a regular income who want • your property is designed for someone with to buy their own home but cannot afford a full special needs that the person you plan to swap with purchase. does not have.
46 With shared ownership you buy a share of your What happens once you have home and pay rent on the rest. The share of the home you buy ranges normally from 25 per cent informed us that you wish to end your up to 75 per cent and share-owners can apply to tenancy? buy further shares at a later date, with the option of moving up to full ownership. You also have the We will write to confirm the date your tenancy will option to move back down to full rent in certain end. circumstances. We will send you a copy of our property standard Ending your tenancy – if your home does not meet this standard when you leave, you may be charged the full cost of If you plan to permanently move out of JRHT any work that we have to do to bring it up to this housing, you must give us four weeks’ notice in standard. writing informing us that you wish to end your tenancy. We will then send you a termination of We will also arrange to visit you in your home to tenancy form which you must fill in and return to undertake a tenancy termination visit, during which us as soon as possible. For more information or we will further advise you on your responsibilities. further advice, please contact our Customer Service Team on 0800 587 0211. What happens if you move out of
Please note: the four-week notice period starts on your home before your notice ends? the Monday following the receipt of your form. All If you move out of your home before the end of tenancies end on a Sunday. the notice period, you will still be responsible for paying the full rent up until the end of the notice period.
47 Keys • Remove any of your own fittings which you installed whilst you occupied the property; You should hand in all keys to your home at one • Undertake any repair work for which you were of our offices: The Garth in New Earswick; Plaxton responsible to ensure that the property meets the Court in Scarborough; Hartfields in Hartlepool. property standard (a copy of this will be provided); and You should hand in your keys no later than 12 • Remove any out buildings such as sheds or noon on the Monday after your tenancy has ended. greenhouses and reinstate the garden, where If we do not receive all the keys in on time, you appropriate. will be responsible for further rent until we receive them. Things that you could be charged for include
Clearing and cleaning the property;
• Decorating the property; • Putting right any damage that was the result of misuse or negligence; Replacing original fittings (such as doors).
Note: If you leave any of your belongings in the property, you will be charged with the cost of disposing of them.
Gas, electric and water readings
You are responsible for taking the gas, electric and water meter readings before you vacate your property. You will also need to provide the suppliers with the date you are leaving the property and your forwarding address.
Inspecting your property Please hand in your gas card and electric meter key (if you have been issued with one) when you vacate Once you have handed in your keys, we will the property, otherwise you will be charged for the undertake a full property inspection to ensure that cost of replacing them. You must also leave a copy your property meets our property standard before of the Gas Safety Record for the new tenants. it can be let out to a new resident. Post: You should arrange with the post office to To avoid being charged for any work, it is important re-direct your mail to your new address. We will that before vacating your home you: not forward any letters to you at your new address and we will not tell the new resident your • Leave it clean and tidy and in good order; forwarding address. • Remove any furniture, carpets or rubbish; • Cut back and clear the garden;
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10
Other services Garages
Landscape maintenance
The growing season
Out-of-season work
Carrying out work at designated locations Other services Garages
We keep a list of residents interested in renting a A tenant in rent arrears (house or garage rent garage. There are 271 garages in various parts of account) can join the garage waiting list. It is New Earswick and some garages in Clifton, York. unlikely you would be offered a garage unless the We review rent charges every April. If you are not rent arrears are cleared or are being regularly a JRHT (or Clifton estate) resident, you will have to reduced. pay a slightly higher rent.
Garage rent charges change each year. Please contact us for the most up-to-date charges.
You can register your name on the garage waiting list. We deal with registrations on a highest points (and then date of registration) basis.
We will probably be able to make you an offer of a garage quicker if you are willing to take a garage anywhere in New Earswick.
If you already have a garage in New Earswick but would like a second garage, you can still join the Landscape Maintenance garage list. You would not take priority over someone who does not already have a garage. We operate a horticultural approach to the landscape maintenance service we provide in If you already have a garage in New Earswick but communal areas of our estates and sheltered wish to transfer to another more suitable for your schemes. requirements, you can register to join the garage list and your registration will be dealt with on a This means that, rather than operating on a fixed points and date order basis. schedule of works, it can vary between each site, each visit and each year, dependent upon the If you accept the offer of a garage and its location weather and other growing conditions. is not entirely suitable and you wish to stay on the list for a transfer, you will be required to re-register The growing season which will result in your position on the list being amended, as the date of registration will change. The grass will usually be cut once in late March and once in April. We then aim to cut it fortnightly If you currently rent a garage from us, but want to until the end of September, with a final cut usually rent a garage in a different location, you may apply in October, dependent upon weather and growing to exchange your garage tenancy with another conditions. Staff will also undertake the following garage occupier. You can apply by completing a work at least once during the season. ‘garage mutual exchange’ form.
51 • Cut back overhanging shrubs. Carrying out work at designated • Keep rose and shrub beds, drying areas, footpaths and hard standing areas weed free by locations hoeing or spraying depending on weather conditions. • Check grass edges to shrub and rose beds and trim the edges as required. • Cut, spray or trim off grassed areas missed by machinery (e.g. around signs or lampposts). • Check roses and deadhead as required. • Apply herbicide to grassed areas in either spring or autumn, as weather conditions allow. • Remove dead/dying bulb foliage from shrub beds. • Prune early flowering shrubs. • Cut boundary hedges from August onwards, subject to Wildlife & Countryside Act to protect Specific alternative or additional work may be nesting birds. carried out at the following locations:
Out-of-season work • Sheltered schemes and estates outside of York, including Hartlepool and Scarborough sites; This work will usually be carried out from October • New Earswick village and sheltered schemes, onwards. Staff will typically make 5 or 6 visits including Hartrigg Oaks; during this time, plus time for snow clearing and • Homestead Park; salting as appropriate. • Derwenthorpe; • JRHT’s Independent Living Schemes. • Rejuvenation of shrub beds through replanting; • Winter pruning of shrubs after flowering; The Landscape Maintenance department also • Foliage of perennial plants removed and plants provide the following services: divided; • Pruning, reducing and reshaping shrubs to keep • Cleaning of parking areas and other hard pathways clear and maintain visibility in car parks; landscaped spaces; • Check condition of trees, replace or remove • Removal of litter and fly-tipping; stakes and ties as required; • Graffiti removal. • Carry out any tree-pruning, especially as advised by independent condition surveys; The nature of the work will vary depending on the • Pruning of roses including shrub roses; location and the time of year. More information • Reforming grass edges to footpaths and shrub about your area and the types of work to be beds. carried out is available by calling 0800 587 0211.
52 JRHT structure and useful telephone numbers
JRHT structure
Neighbourhood Services
Customer Service Team Property & Tel: 0800 587 0211 Modernisation Landscape and planned Services maintenance Community involvement
Care Services
53 Useful telephone numbers
Yo rk City of York Council www.york.gov.uk General enquiries 01904 551550 Council Tax 01904 551558 (Mon to Fri 8.30 am - 5.30 pm) York Registrar 01904 654477 Yorkshire Water 08451 242424 www.yorkshirewater.com East Riding East Riding Council 01482 887700 www.eastriding.gov.uk Mon – Fri 8.30 am – 5.00 pm Hartlepool Hartlepool Borough Council 01429 266522 www.hartlepool.gov.uk Mon - Fri 8.30 am – 4.30 am Hartlepool Water Utility comp 01429 858050 Hartlepool Registry Office 01429 523337 Scarborough Scarborough Borough Council 01723 232323 www.scarborough.gov.uk (Mon to Fri 8.30 am - 5.00 pm) Registry Office 01609 535360 Yorkshire Water 08451 242424 www.yorkshirewater.com General Gas emergency service Gas leaks 0800 111999 Emergency Services Emergency (police, fire, ambulance) 999 North Yorkshire Police 101 (non-emergencies) Environment Agency Emergencies 0800 807060 www.environment-agency.co.uk (Environmental pollution incidents) Floodline 0845 988 1188 NHS Choices Medical help, non emergencies 111 (on-line helpdesk rather than email) Tax Helpline 0300 200 3300
All calls from a private mobile or landline are free to 0800 numbers
54 Residents’ handbook for rented accommodation Joseph Rowntree Housing Trust Head Office The Garth White Rose Avenue New Earswick Yo rk Y032 4TZ Reception open Mon to Fri from 8.30 am to 5pm (Wed 10am to 5pm) Tel: 0800 587 0211 (this line is diverted to the emergency call line outside the above hours)
Other offices where you can make enquiries or pay your rent/charges:- Plaxton Court Woodlands Drive Scarborough Y012 6QT Reception open Mon - Fri from 9am to 5pm. Weekends 10am to 2pm Tel: 01723 340290 (this line is diverted to the emergency call line outside the above hours)
Hartfields Retirement village Merlin Way, Bishop Cuthbert Middle. Warren Hartlepool TS26 0US Reception open Mon - Fri from 8.15am to 12am Weekends 10am to 2pm Tel: 04129 855070 (during reception hours) Tel: 07980 705713 (out of hours emergency line)
Email: [email protected] Visit our website: www.jrht.org.uk
JRHT is a registered housing association, managing around 2,500 homes, and is a registered provider of care services.
If you would like this information in an alternative format (such as large print, Braille or audio) please contact our Communications department at JRF email [email protected] or telephone 01904 615979