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Providing Quality Homes & Neighbourhoods HOUSING If you need any help communicating with us or understanding any of our documents, please contact us on 01909 534520.

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We can arrange for a copy of this document in large print, audiotape, Braille or for a Language Line interpreter or translator to help you.

Our contact details:  01909 534520  e-mail: [email protected] Contents Introduction

Section 1 About us

Section 2 How to contact us

Section 3 Starting your tenancy and moving in

Section 4 Your tenancy

Section 5 Your rent & other charges

Section 6 Repairs to your home

Section 7 Getting on with your neighbours

Section 8 Moving on

Section 9 Services for older people

Section 10 Tenant Participation and empowerment at A1 Housing

Section 11 Estate Services and Caretaking

Section 12 Complaints, Compliments and Suggestions

Section 13 Useful contacts

1 Introduction Welcome to A1 Housing Bassetlaw Limited This handbook should provide you with most of the information you will need to know about being a tenant. We hope that you will find it useful and take the time to read it and familiarise yourself with the information we have included.

2 Section 1 ABOUT US

A1 Housing is an Arm’s Length Management Organisation (ALMO) set up in October 2004 to manage Council’s housing stock. An ALMO is a company that is set up by the local authority. An ALMO can apply for extra government funding to improve the homes that it manages by reaching a minimum standard when inspected by the Audit Commission. A1 Housing also have leaseholder responsibility for properties sold under leaseholder sales and also manage garages and some community centres and community houses. We are managed by a board made up of 15 people. They do this job voluntarily but are paid for out-of-pocket expenses, such as costs for travelling to meetings. The 15 people on the board are from three different groups. • You elect five tenant members through a postal election, (where more than one application is received for an area). • The Council nominates five people, these are usually councillors. • Five independent people are chosen (via applications) for specialist skills that they can bring to the board and which add to the existing skills of the tenants and members of the Council. Full board meetings are held 9 times a year and members of the public are able to attend.

Section 1 3 About us Our Vision & Values We have developed a clear vision for our work after consulting our customers and stakeholders. The A1 Vision is;

“To work in partnership with local people to deliver quality homes and support sustainable neighbourhoods”

Our long term aims are; • To provide high quality, warm and well maintained homes • To be a resident led organisation providing fair, accessible and equal services • To provide an excellent and seamless service • To play our part in community leadership • To be an ambitious and well run organisation

In order for us to achieve our aims we have adopted the following values; • We will listen and respond to customers to enhance our service quality • We will build strong relationships with our partners • We have pride in our work and will demonstrate this in delivering our services • We will be open, fair approachable and honest • We will offer highly visible leadership • We will set high standards for ourselves and for all our employees • We will deliver our promises • We will communicate regularly with our customers and partners

Section 1 4 About us A1 Housing; Providing Quality Homes & Neighbourhoods What do we do? We provide a wide range of services to our customers, directly and through service level agreements, contracts and partnerships. These include: • Managing estates and tenancies • Involving our tenants and residents • Housing Repairs • Providing a 24 hour emergency repair service • Providing a 24 hour emergency anti social behaviour reporting service • Operating a 24 hour warden service • Delivering planned and capital improvement/ modernisation schemes • Providing leaseholder and right to buy services • Tackling anti social behaviour • Collecting rent and missed payments, including providing advice about state benefits You can find out more about the services we provide throughout this handbook.

A1 HOUSING BASSETLAW LIMITED ARE COMMITTED TO: • Putting our customers first • Providing the customer with the best possible quality service • Continuous improvement of our services • Good relationships with other organisations and working together with them

Section 1 5 About us • Providing a commitment to partnership and sharing of interests • Providing accessibility and services available to all • Reviewing and evaluating our Customer Care Policy in response to our customers • Continuing to assess customers’ needs through evaluation of customer consultation

YOU CAN EXPECT OUR STAFF TO: • Treat you with courtesy, respect and consideration at all times • Identify ourselves by name and position in the organisation when we communicate with you and listen and respond appropriately • Conduct our communications with you with efficiency, equity, integrity, fairness and professionalism • Provide you with relevant, accurate and up to date information • Actively seek your comments on a regular basis in order that we continue to develop and improve our services

IF PROBLEMS ARISE WE WILL: • Deal with the problems promptly • Advise you if there will be a delay in providing a solution to the problem • Advise you of progress in long-term problems • Advise where and who to contact in the event of any dissatisfaction

Section 1 6 About us Section 2 How to contact us

You can contact us in a number of ways.

By phone • (01909) 534484 - Head Office • (01909) 533426 - Area Office West () • (01777) 713202 - Area Office East (Retford) If you want to report a repair: Please phone our 24 hour Repairs Freephone on 0800 590542. If you want to report a repair or talk to a Housing Officer regarding anti social behaviour outside our working hours and at weekends, your call will be taken by our ‘emergency call-out’ team. The operator will ask you a number of questions about your repair to decide whether the repair you are reporting is an emergency.

You can pay your rent by direct debit or credit card, by phoning: • (01777) 713201 - Retford • (01909) 533428 - Worksop

• (01777) 713864 - Automated payment line

By e-mailing us You can send us your enquiries comments, compliments or complaints by filling in the on-line form on the website at www. a1housing.co.uk or by e-mailing us directly at Customer. [email protected]

Section 2 7 How to contact us By writing to us at; A1 Housing Bassetlaw Limited Carlton Forest House Hundred Acre Lane Worksop Notts S81 0TS

By visiting us If you want to talk directly to a member of staff, you can visit us at our offices, or we can arrange to visit you at your home or meet you at one of the Council’s Community Houses. Our Head Office and offices at Worksop and Retford are open Monday to Friday between 8.40am and 5pm. You can call into our Housing Offices without making an appointment. However, you may need to make an appointment if you want to see a particular member of staff.

A1 Housing Offices Head Office Carlton Forest House Hundred Acre Lane Worksop Notts S81 0TS

Area Office West - Worksop Property Shop and One Stop Shop Queen’s Buildings Potter Street Worksop Notts S80 2AH

Section 2 8 How to contact us Area Office East - Retford Property Shop 17B The Square Retford Notts DN22 6DB

A1 Housing Surgeries Surgeries are held in the following places and will be attended at the listed times by a member of the Neighbourhood Housing Team. If you have a problem or require advice you can go along to a surgery, without an appointment.

Harworth Information Office Scrooby Road Harworth Doncaster South Yorks Tel: 01777 713209

Opening Times: To see a Income Recovery Officer please call Wednesday - between 9.30am - 11.30am. To see a Housing Officer please call on a Monday between 10am - 12pm. To see an Adaptations Officer please call on the third Wednesday of each month between 10am - 12pm.

Sandy Lane Partnership Building Sandhill House Opening Times: Worksop Wednesday 10.30am -12pm Notts Housing Officer Tel: 01909 477117

Kilton Housing Surgery Rayton Spur Community Centre Opening Times: Worksop Thursday 10.30am -11.30am Notts Housing Officer Tel: 01909 483340

Section 2 9 How to contact us Prospect Housing Surgery 91 Lancastrian Way Opening Times: Worksop Tuesday 10.30am - 11.30am Notts Housing Officer Tel: 01909 530603

Carlton Housing Surgery The Gateway Building Opening Times: Sycamore Road Tuesday 2.15pm - 3.45pm Housing Officer Worksop, Notts Thursday 9.30am - 11.30am Tel: 01909 731942 Income Recovery Officer

Mattersey Thorpe Housing Surgery Community House Opening Times: 3 Cunningham Close Last Wednesday of Mattersey Thorpe each month 2pm - 4pm Retford Housing Officer Notts Tel: 01777 816397

Tuxford Housing Surgery Tuxford Mine of Information Opening Times: Market Place First Tuesday of every Tuxford month 9.30am - 11.30am Newark Housing Officer Notts Tel: 01777 870040

Misterton Housing Surgery Misterton Centre Opening Times: Misterton First Wednesday of every Tel: 01427 891872 month 9.30am - 11.30am Housing Officer

Section 2 10 How to contact us Ordsall Housing Surgery West Hill Community Centre Opening Times: Cheyne First Thursday of Ordsall each month 2pm - 4pm Housing Officer

Hallcroft Housing Surgery Hallcroft Children’s Centre Opening Times: Whitaker Close Second Wednesday of Hallcroft each month 10pm - 11pm Housing Officer

Section 2 11 How to contact us 12 Starting your tenancy Section 3 and moving in

We appreciate the stress involved in moving home and will try to help you to make it as easy as possible. We repair all the properties we let to a published standard. To get a copy of this standard please contact us. Before you move into your new home, you will have signed your Tenancy Agreement. Your Housing Officer will have done this with you and will have told you about your rights and responsibilities as a tenant. They will also have told you about the services we provide. If necessary, we will also have assessed your entitlement to Housing Benefit and helped you to fill in all the relevant forms. Your tenancy will start on a Monday and rent is due on the day your tenancy starts. Your rent is due every week. If you are not entitled to full Housing Benefit you will need to start paying your rent from the first week, and make sure that you make payments regularly and on time. If you cannot do this you should follow the advice in Section 5 of this handbook. You can move into your new home as soon as you have the keys and have signed the Tenancy Agreement. We don’t keep spare keys. Make sure that you have a spare key. You will need to replace any lost keys or pay for a lock change, so leave a spare set with a relative if you can or someone you trust.

Section 3 13 Starting your tenancy and moving in Handy tips Once you have signed for the tenancy of your new home and been advised of the date your tenancy will start you should make the following arrangements: • Arrange your gas and electric connections, either before you move in or at the latest on the day before you arrange your heating commission. Please Note: You will not be able to use your heating system until it has been commissioned. • Inform the supply companies of the correct meter readings. • When requested, give details of postcode, tenancy commencement date and meter reading so the supply can be transferred into your name. If a card meter has a debt, ensure the supplier clears this before any gas cards/tokens are purchased. • Contact the post office to redirect mail to your new home. • Let the water company and the Council know when you move in, as you are responsible for your own water charges and Council Tax payments. • Arrange for a qualified electrician or GAS SAFE registered engineer to install your cooker. • Arrange for your phone to be connected and tell the TV Licence Authority that you have changed address. • Let other organisations or companies know that you have moved. These might include: - Any companies you have insurance policies with for your house or car - The Department of Work and Pensions if you receive state benefits - The DVLA to change the address on your driving licence

Section 3 14 Starting your tenancy and moving in Starting your tenancy and moving in

Tenant Contents Insurance We do not provide cover for our tenants’ and leaseholders’ household contents so you will not be protected against theft, fire, vandalism or burst pipes. We advise that all tenants should take out suitable cover to make sure that their contents are fully insured against possible loss. We have made it easy for our tenants to insure their belongings under a special ‘Pay as you go’ policy. You can pay premiums every week, month or year. If you are interested in this scheme, please contact us for an application form.

Once you have moved in • Check where your stoptap, fuses and trip switches are. • Safety checks and repairs will have been carried out on your home before you moved in. However, there may be some minor repairs that will be completed after you move in. • If your home needs decorating, we will give you vouchers to exchange for decorating materials. The value of the vouchers will depend on the condition of your home and how many rooms need decorating. You must exchange your vouchers within 6 weeks and they must be exchanged at named retailers for decorating and cleaning materials only. • You must pay the Council Tax due on your home directly to the Council. If you live alone you will be entitled to a discount of 25%. We can help you fill in a claim form, however please contact the Council Tax Section of the Council if you think you may be entitled to a discount.

Section 3 15 Starting your tenancy and moving in • Your Housing Officer will contact you within 6 weeks of you moving into your new home to make sure you have settled in. If you need any help or advice before this visit please give your Housing Officer a ring. They are able to offer you support and advice on any tenancy issue you may be experiencing.

Section 3 16 Starting your tenancy and moving in Section 4 Your tenancy

As a tenant with Bassetlaw District Council, you will have signed and received a copy of a Tenancy Agreement. This Agreement is made between you, as the tenant, and Bassetlaw District Council, as your landlord. Your home is owned by Bassetlaw District Council but managed by A1 Housing. The Tenancy Agreement is a legal contract document that explains: • What Bassetlaw District Council has to do as your landlord (their responsibilities) • What you have to do as a tenant (your responsibilities) • What actions can be taken if you break the conditions of your Tenancy Agreement. It is important that you read your Tenancy Agreement carefully and fully understand it. We will have explained your rights and responsibilities to you when you signed for your new home, but please contact us if there is anything you don’t understand. We use two types of tenancy - Secure and Introductory. You will have been told which type of tenancy you have when you signed your Tenancy Agreement. There are full details of your rights and responsibilities in your Tenancy Agreement, a copy of which you were given when you signed for your tenancy. Please take the time to read it carefully.

Section 4 17 Your tenancy What is an Introductory Tenancy? For the first 12 months, all new tenants are known as introductory tenants. As an introductory tenant, you will have fewer rights than a secure tenant and must show that you can follow the rules outlined in your Tenancy Agreement. These include: • Paying your rent on time • Looking after your home • Not being a nuisance to your neighbours and/or the locality of where you live. Around three months before the 12 months is up the Housing Officer or Assistant will carry out a pre secure visit and if all is okay the tenancy will become secure on the anniversary. The introductory tenancy can be extended for a further 6 months to 18 months by serving an extension notice. If, during your Introductory Tenancy, you break any of the tenancy conditions, we will take action to end your tenancy. We would only do this after we have warned you and offered you advice to help you sort out any issues. If you breach your tenancy conditions we will serve a legal notice on you and then ask the court for an eviction date. The judge cannot refuse our request for the eviction as long as we have served the legal notice correctly. You have a ‘right to review’ - this means that you get a chance to put your side of the story to an independent panel. You must ask for a review within 14 days of receiving the notice. If you are not sure about the process, please contact us. By law, during your Introductory Tenancy you do not have the same rights as a ‘secure tenant’. You cannot: • Apply to buy your home • Vote for a change to a new landlord

Section 4 18 Your tenancy • Sublet your home • Transfer your tenancy to someone else However, in some circumstances, we may let you: • Take in a lodger • Make alterations or improvements to your home If we do not tell you otherwise, your Introductory Tenancy automatically becomes a Secure Tenancy after 12 months. For more details about introductory tenants ask us for a copy of the Introductory Tenancies and You leaflet.

Section 4 19 Your tenancy 20 Section 5 Your rent & OTHER CHARGES

The rent you are charged The rent for your home is fixed each year. If we need to change your rent or other charges it will usually happen at the beginning of April and we must write to you and give you at least four full weeks’ notice.

How we work out your rent Like all other local authorities, Bassetlaw District Council had to change the way it worked out its rent with the introduction of rent restructuring. In April 2002, the Government introduced a new formula for local authorities and registered social landlords to work out rents. The new formula was seen as a fairer way of working out rent so that properties of a similar build and value in the same place would have a similar level of rent no matter who the landlord was. To achieve these aims, the Government set out a formula for both local authorities and registered social landlords. This has to be achieved over a 10 year period and be completed by March 2012. Under the new system, the national average weekly rent is used in a formula to work out a target rent for each property, as follows: • 70% of the rent is based on local earnings, with weightings applied to reflect the number of bedrooms. • 30% of the rent is based on the property values. Target rents will increase each year in line with the government’s guideline for its sector - either local authority or registered social landlord. Your rent is due every Monday unless payments by direct debit or standing order are being made. If you owe money at the

Section 5 21 Your rent & Other charges end of the week, we will class it as arrears. If payments are made other than weekly e.g. monthly or fortnightly you need to pay in advance for the following month or two weeks. There is usually one week at Christmas when we do not charge rent. However, if you have missed some rent payments, you must still pay this week. We will send you a rent statement every three months so you can see the balance of your rent account.

Ways to pay your rent

There are several ways to pay your rent 1 Direct Debit We would prefer you to pay your rent by direct debit. It is a simple, safe and speedy way to pay your rent automatically from your bank account. It makes sure that payments reach us on time and that you do not have to queue at a Post Office or Council offices. You can get a direct debit form by either contacting us or visiting our website at www.a1housing.co.uk. You can choose from the 3rd, 10th, or 18th of the month or the weekly option to pay by Direct Debit.

2 Standing Orders This is an alternative way to pay that is similar to direct debit. A Standing Order offers alternative payment options, such as weekly, fortnightly or four weekly. All you have to do is fill in a form by either contacting us or visiting the A1 Housing website.

Section 5 22 Your rent & Other charges 3 Post Office/PayPoint Outlets You can pay by cash or debit card using your rent payment card at any Post Office or PayPoint Outlets (where you see this sign) free of charge. Cheques are also acceptable if you pay at the Post Office (please write your Rent Reference Number on the reverse of the cheque). Please note that rent payments made by these methods may take up to 7 days to reach us.

4 By Phone If you have a bank debit card or credit card, just call on any of these numbers; 24 Hour Automated Payment Line 01777 713864, 01909 533428 or 01777 713201 and we will take your payment. You’ll need your rent reference number from your rent payment card.

5 Internet Pay by Debit card through www.a1housing.co.uk or www.billpayment.co.uk - Follow the simple instructions on screen.

6 Post Send a cheque or postal order (made out to ‘Bassetlaw District Council’) to any of the listed offices in Section 2. Write your name, address and Rent Reference Number (from your rent payment card) on the back of the cheque or postal order and mark ‘Rent Payment’. Please do not send cash through the post.

Section 5 23 Your rent & Other charges Getting help to pay your rent If you receive state benefits or you are on a low income, you may be entitled to Housing Benefit to help you pay your rent and Council Tax. If you don’t receive Housing Benefit to cover any periods of rent, you will have to pay the rent yourself.

How to make a claim for Housing Benefit To make a claim for Housing Benefit, you must fill in the Council’s Housing Benefit form, which you can get from any of the Council’s offices or by contacting us. Our staff are happy to help you if you find filling in forms difficult and they are trained to work out whether you could be eligible to claim Housing Benefit or other state benefits. Contact the Council’s Benefits Unit on 01909 533287, 01909 533710 or 01777 713855 If you need to claim Housing Benefit from the date your tenancy starts, you should fill in the form when you sign for your tenancy or complete and return prior to your tenancy commencing and move in within the first week of the start date of your tenancy. We can make an appointment for you to see a Housing Benefit Advisor if necessary. If you delay moving in, your Housing Benefit cannot be paid and you will have to pay the rent up until the time you move in and become eligible for Housing Benefit. When you make a claim, you should provide proof of: • Your identity • Your National Insurance number • Your income and your partner’s income • Any savings

Section 5 24 Your rent & Other charges If you have other adults living in your home, you will also have to provide information about their income and benefits.

What to do if you cannot pay or if you get into arrears If you cannot pay your rent, it is important that you contact us straight away to discuss your situation. We can check your entitlement to Housing Benefit and offer some practical advice to help you make the most of your income. If you get into arrears with your rent we can make an agreement for you to repay the debt. We will take action to recover the money you owe if you do not keep to the agreement that you have made. This may include getting a Possession Order or in certain circumstances asking the court to evict you. If we send you a letter about your arrears, please do not ignore it. You must contact us immediately. It is much easier to catch up if you deal with arrears early on. If you prefer, we can arrange for a member of our staff to call at your home to discuss your rent account. If you get further behind or if you don’t keep to the arrangement you have made, we may start legal action against you. If we take you to court, we will add the court costs to the amount you owe and you could be ordered to leave your home.

Section 5 25 Your rent & Other charges Advice with rent and other money problems Our Income Recovery Team can give advice on welfare benefits and debt advice. The Income Recovery Service is provided at: • Property Shop, Queen’s Buildings, Potter Street, Worksop, Notts • 17B The Square, Retford, Notts • Harworth Housing and Information Office, Scrooby Road, Harworth • Local surgeries as listed in Section 2 We will also arrange to visit people in their homes if necessary. If you require further information relating to this topic please contact us at: A1 Housing West - 01909 533215 [email protected] A1 Housing East - 01777 713202 [email protected] Should you wish to seek independent advice relating to debt or benefits you can contact the following organisations: Citizens Advice Bureau 0844 856 3411 National Benefit Helpline 0800 882200 National Debt Helpline 0808 808 4000 Consumer Credit Counselling Service 0800 138 1111

Section 5 26 Your rent & Other charges Section 6 Repairs to your home

As part of our commitment to quality services, we aim to provide an efficient, effective and prompt repairs service for our tenants. We have listed some general information regarding our repairs service. For more detailed information consult the Repairs Handbook that will have been included in your Welcome Pack.

How do I report a repair? You can report a repair during normal working hours (Monday - Friday 8am - 8pm) by contacting our Repairs Team in any of the following ways:

Freephone: 0800 590542 E-mail: [email protected] Website: www.a1housing.co.uk Facebook: A1 Housing Customer Services Outside of normal working hours, (8pm - 8am Monday - Friday and all day at the weekends and Bank Holidays) we operate an emergency repair service. This operates every day of the year and is for emergency repairs only. To report an emergency repair contact our emergency out of hours team on:

Freephone: 0800 590542 When you report a repair you need to tell us: • Your name, address, a telephone number where you can be contacted and other contact details such as a friend or relative. • A full description of the problem. Your repairs handbook will be useful in identifying the faulty item.

Section 6 27 Repairs to your home • When it would be convenient for the work to be done • Details of any special needs (e.g. if you have any disabilities which mean it may take you a little longer to answer the door) Security Passwords/Identity Cards When you report a repair you can request to be allocated a unique confidential ‘password’ that the operative attending your home will use so you can be confident they are a genuine caller. Anyone can use this service and the elderly or vulnerable may find it particularly useful.

If the caller cannot provide the password DO NOT LET THEM ENTER YOUR HOME and contact our Customer Services Team. All A1 Housing staff, partners, contractors or sub-contractors carrying out work on behalf of A1 Housing will introduce themselves and show you an identity card before starting any works. Always ask to see this identification card before letting anyone into your home. If they cannot show you an identity card do not let them in and contact our Customer Services Team. Can I make an appointment for my repair? You will be offered an appointment for all non-urgent works. You will be given a choice of a date and a morning (8am - 12pm) afternoon (12pm - 4pm) or all day/school run (9.30am - 2.30pm) appointment Monday to Friday. If you make an appointment it is your responsibility to be at home when the repairs team calls on the appointed date and time. If you are not at home on the appointment date and time and access is not provided, the appointment will be cancelled and you will have to make another appointment for the works to be completed. If we do not turn up for an arranged appointment contact our Customer Services Team on (01909) 534520. Section 6 28 Repairs to your home How long will I have to wait for my repair to be completed ? We have guidelines on how long different repairs should take (repair priorities and timescales can be found in the tenants Repairs Handbook). This makes sure all tenants are treated equally and fairly.

Can I do my own improvements? If you want to improve or make alterations to your home you must: • Get written permission from us before any works start • Check to see if Planning Permission or Building Regulations Approval is required and apply if so • Make sure that the work is done properly and safely If you move you must either leave any improvements or put your home back to its original condition.

Please remember that you are responsible to repair and maintain any improvements you make. Can I have special improvements (Social Service Adaptations) if I am disabled? If you require special improvements to suit your medical needs we can provide adaptations to your home. For us to provide adaptations to your home you will need to be visited by the Occupational Therapy Department who will assess your needs and they will advise us if any work needs to be done. For more information on the adaptations process please refer to our Adaptations for Tenants with Special Needs Booklet.

Section 6 29 Repairs to your home Annual Gas Service

Faulty gas appliances can give off poisonous carbon monoxide. This gas cannot be seen or smelt, but can KILL. Faulty appliances can also cause explosions. We have a legal duty to make sure that all gas appliances are checked once every year by qualified GAS SAFE registered gas engineers. Our tenants also have a duty under their ‘Conditions of Tenancy’ to allow A1 Housing or its representatives to enter their homes to carry out the annual gas service. Before carrying out the annual service you will receive written notification giving a minimum of 24 hours notice of the intention to carry out the service and the date engineers will be calling at your home. If the appointment date provided is inconvenient please call our Repairs Call Centre on freephone 0800 590542 to arrange a more suitable appointment. If you are unable to provide access during normal working hours (Monday - Friday 8am - 4pm) alternative appointments can be offered including early evenings or Saturday mornings. The service itself will take approximately 1 hour and involves dismantling, cleaning and checking the appliance for correct operation. Any minor faults or repairs that can be carried out at this time will be.

Please Note: Failure to provide access for an annual gas service may result in legal proceedings being taken against you. We also carry out an annual service on solid fuel and oil fired heating systems although these are not a legal requirement.

For further information on annual heating safety checks please speak to a member of our Repairs Call Team.

Section 6 30 Repairs to your home Getting on with your Section 7 neighbours

Out of Hours Anti-social Behaviour Helpline Number: 0800 590542 We take reports of anti-social behaviour seriously and encourage our tenants to tell us if they are having any problems. We want to hear from you if you are having problems with your neighbours. You can find out more about how we deal with anti-social behaviour by reading our statement of policy and procedure. You can get a summary of this from our web site, www.a1housing.co.uk or by contacting us. Everyone should respect the right of his or her neighbours to enjoy a peaceful and quiet environment. Every tenant has the right to enjoy their home and the area they live in. Anti-social behaviour is where a person acts in an anti-social way that could cause harassment, alarm or distress to one or more people not in the same household as themselves. It is unfortunate that, even with the best intentions, problems can sometimes arise in a community or between neighbours. Often, even small problems can grow into major issues and result in major disruption to tenants and residents. Many problems only arise because people have not talked or considered each other’s point of view. Sometimes a person just needs reminding that their behaviour is upsetting to you. Unless you are suffering from serious threats, violence, intimidation or harassment, you should try and speak to your neighbour or the person causing the problem to try and sort things out at an early stage. If the other person is unreasonable, just walk away. Do not get involved in an argument or retaliate in any way. If the problem continues or you are not able to talk to the person causing the problem for any reason, you should contact us to ask for help.

Section 7 31 Getting on with your neighbours It is important to start keeping a record of incidents (a diary) as and when they happen. This will be very useful to give us an idea of the type of problems you are suffering from, and how often they happen, and to help us assess the problem by discussing these with you. You can get copies of our Incident Logs by contacting us, these come with guidance notes on how to fill them in. Once you have reported a problem to us, a Housing Officer will contact you to make an appointment to see you either at your home or our offices.

What is anti-social behaviour? Some examples of the types of anti-social behaviour you should report are: • Gangs of youths and unacceptable behaviour by children and young people • Noise • Arguments • Disagreements between neighbours • Late-night visitors • Verbal abuse • Harassment • Vandalism • Graffiti • Rubbish dumping and litter • Parking issues • Drug related nuisance, anti-social behaviour and crime • Intimidation • Threat of violence • Assault

Section 7 32 Getting on with your neighbours This is not a complete list. If in doubt, please contact us to discuss the situation.

What we will do to help you First, contact you and talk through the problems that you are having. We will then agree with you what we will do next. If you agree, this may involve us visiting your neighbour and discussing the problems that you are having. We will also discuss and agree with you what other action we could take. This might involve mediation or involving other agencies that could help to sort out the problem, such as Social Services, the Police or Bassetlaw District Council’s Anti- Social Behaviour Team. Complaints about neighbours can be very difficult to sort out. In these situations, with the agreement of everyone involved, we may offer independent mediation in an attempt to sort out the problem. Mediation involves an independent person, who does not work for us, talking to all the people involved in a disagreement and trying to come to an agreement so everyone can live peacefully.

Getting on with your neighbours Where possible, we always try to sort out any issues and we will work with everyone involved to do this. There are a number of things that will help us to do this, and we will discuss all options with you, depending on your complaint. We will also agree with you a reasonable timescale on monitoring and reviewing your complaint. In serious cases we can take out court injunctions against people causing anti-social behaviour or harassment, which may include the power of arrest. We can also work with the Police and Bassetlaw District Council to apply for Anti-Social Behaviour Orders. We can start legal proceedings to evict

Section 7 33 Getting on with your neighbours a tenant from their home. However, we sort out most cases before any legal action is needed. If we are satisfied that we cannot do any more, we will tell the person who made the complaint that the case is closed. In all cases, the Housing Officer and Bassetlaw District Council’s Anti-Social Behaviour Team will support you. This could include: • Keeping in regular contact with phone calls and home visits • Help to fill in diary sheets • Keeping you informed • Helping you to prepare for court cases as a witness Confidentiality We will treat what you tell us in confidence but it may still not be possible for you to remain anonymous. This is because unless there are a number of complainants your neighbour may guess who made the complaint. In most cases, we will need to interview the person you are complaining about. You can ask us not to do this, but we may not be able to take the case any further. If you are worried about a revenge attack you can discuss these concerns with us at any time during the process.

Hate crime and racial harassment Hate crime can be defined as behaviour that deliberately intimidates, harasses or threatens individuals because they belong to a vulnerable or a minority group that the person causing the harassment considers is different to theirs. Victims of hate crime can include members of ethnic minorities, disabled people, elderly people, gay men and women, and people with learning difficulties, but this is not a complete list.

Section 7 34 Getting on with your neighbours Anyone can be a victim of hate crime at any time. We are committed to tackling hate crime and will take action to support victims and deal with people carrying out hate crime. Our separate racial harassment policy sets out how we will make sure that we take a co-ordinated and consistent approach to tackling racial harassment. For copies of this, contact us. Harassment involving vulnerable groups can have a devastating effect on the lives of the people involved. Racial harassment is any verbal, physical or written act that is based on a person’s race, ethnic background, nationality, language or cultural background, and is unwanted, unacceptable and offensive to the person. All hate crimes or racial harassment problems should be reported to A1 Housing. For more information please contact your Area Housing Office.

Help if you are suffering domestic violence If you are experiencing abuse in your home, it is important that you get advice and help so that you and any children that you are responsible for can be safe. If you are experiencing domestic violence, please contact our confidential helplines on 01909 533387 or 01777 713899. You can talk in confidence to trained A1 Housing Domestic Violence Officers. Outside office hours, you can contact the Housing Needs Team on 01909 501999. The service is available for both men and women fleeing domestic violence. Other advice for women experiencing domestic violence is also available from the Women’s Aid 24 hour freephone helpline on 0800 800 0340.

Section 7 35 Getting on with your neighbours 36 Section 8 moving on

We recognise that housing needs can change over time, for example, as your family grows you may need a larger property or you may need different accommodation because of your age or health. If you need to move, we will do everything we can to help you find a new property.

Ending your tenancy If you want to end your tenancy, you must give us at least four weeks notice before you want to leave. You will need to fill in a tenancy termination form. You can contact us or visit our website to get a copy. You must tell us where you are moving to in case we need to contact you once you have left. Your tenancy will end on a Sunday. If you move out before the end of the notice period, we will still charge you rent for the full four weeks. You must return your keys to us on the date your tenancy ends. If they are late, we will charge you rent for another week. You must also arrange to have your gas cooker disconnected and capped off, or your electric cooker disconnected. A Housing Officer will arrange a pre termination visit which will highlight any rechargeable repairs. You must leave your home, garden and outbuildings clean, tidy and free from rubbish or unwanted furniture and in a reasonable condition. We will charge you for removing any unwanted items of furniture or rubbish or if we have to carry out any repairs due to the way you have treated your home. The Council can remove large items, however, there is a charge for this service. You must also let us know if you have booked this service but the items have not been removed when you hand your keys in.

Section 8 37 Moving on When your tenancy comes to an end you must also make sure that you do not owe us any rent. If you have arrears on your rent account when you hand the keys in and do not make an agreement to pay, we will pass any amount you owe us to a debt collection agency. We take missed rent payments very seriously.

Moving to another council property Any tenant who wants to move to a different Council property needs to fill in a Housing Application Form. If you need any help with this application please contact us at any of the offices detailed in Section 2.

Mutual exchanges Tenants living in a home that we manage can swap their home with another tenant, or tenants of other councils or housing associations, if both landlords agree to this. You must get both landlords’ permission in writing before you can swap. Tenants who want to exchange properties should fill in a form to go on the Mutual Exchange Register. You can get this form from us. We usually agree exchange requests but may refuse if: • Either tenant has broken their tenancy conditions, for example, by missing rent payments • The property would become overcrowded or under- occupied as a result of the move • The exchange would result in a tenant moving into accommodation adapted for people with special needs where that tenant does not need such accommodation Please remember that your rights as a tenant may be affected when you exchange your home.

Section 8 38 Moving on Help if you are suffering from domestic violence There are full details of what help is available to you in Section 7.

Buying your home Most tenants can buy their homes if they are secure tenants and have been tenants for two years or more in total with qualifying landlords before 18 January 2005. Any tenant, who was not a secure or introductory tenant before 18 January 2005, with a local authority, housing association or other public organisation, must spend five years as a tenant before qualifying for right to buy. You can receive a set discount up to a maximum of £24,000, depending on the number of years you have been a Council tenant. Tenants who apply to buy from 18 January 2005 cannot now resell in the first five years without having to pay a discount repayment. There are some properties where tenants do not have the right to buy, such as flats in sheltered schemes and bungalows that are considered to be particularly suitable for elderly people. Our Right to Buy Section can give you free professional advice and support. If you need more information, please contact them or visit our website. The Government and Council are concerned that tenants do not always receive good advice when they ask private companies and individuals for help in buying their Council homes. Sometimes, tenants are asked to pay for advice and application forms that they can get free from us. Please be wary if you are approached by private companies wanting to help you buy your home - they may be trying to persuade you to do something that benefits them rather than you.

Section 8 39 Moving on 40 Services for OLDER Section 9 people

Warden Service A1 Housing manages approximately 3,000 properties that are designated for those people who require some degree of support. Installed in these properties is the Tunstall Telecom equipment, which is connected to the Supported Housing Service 24 hour control room. The Supported Housing Service offers support and reassurance in addition to advice on accessing external agencies such as Meals at Home, Pension Services and Care Providers. A Supported Housing Warden can visit you in your home on a weekly, monthly or 12 weekly basis. All service users are treated individually, and we will agree with you a support package based on your needs. Wherever possible, we will accommodate your requirements to ensure you receive the support you need. As well as having a choice of Warden visit, you will also benefit from the 24 hour, 365 days a year intercom equipment. This ensures that in the event of an emergency, you can feel secure in the knowledge that help is on hand. If you need help when the Warden is off duty, the control room are able to arrange for a stand by warden to assist you. Sheltered Housing Our sheltered schemes are situated throughout Bassetlaw. These provide supported accommodation within a community setting. The aim is to improve the quality of service users’ later life by maintaining independence through Warden support and increasing social interaction through communal activities. The sheltered Warden works within the scheme Monday to

Section 9 41 Services for older people Friday; the control room provides cover in the evening and over the weekend. If you need assistance during these times, the control room are able to arrange for a stand by Warden to attend. Two of the sheltered schemes, in Worksop and Bircotes currently provide very successful Extra Care facilities, in conjunction with Adult Social Care and Health and their partner agencies. If you would like to visit one of our sheltered schemes, or would like to discuss any aspect of the Supported Housing Service, please telephone 01909 533735.

Community Centres There are numerous community centres around the district that are used by groups who arrange social activities such as bingo, dancing or keep fit classes specifically for elderly people. Ask your warden for details of the centre closest to you and details of the activities they provide. For more information on the services available for elderly people speak to a member of our Warden Services Team on 01909 533177.

Section 9 42 Services for older people Section 10 RESIDENT INVOLVEMENT

We believe that you should be at the centre of everything we do. This includes making sure tenants and leaseholders are involved in developing, planning and monitoring all the services we provide. We are working towards being a resident led organisation that engages and listens to residents’ views and experiences and uses then to shapes services and confirm that we are on the right track.

A1 Housing has the following principles for resident involvement:

1. Resident involvement will make us change the way we do things. 2. We will listen 3. We will let you know what is happening 4. We will tell you what differences you have made 5. Involvement includes everyone 6. Resident involvement has to make a difference 7. Residents will be our judge 8. To provide clear information

Our Tenant Participation Compact 2010 sets out the ways we follow these principles. The Compact is a three way agreement between, A1 Housing, Bassetlaw District Council and the tenants and leaseholders. This explains our commitment to involving tenants, leaseholders and residents, in developing and managing the housing service. Please see our website at www.a1housing.co.uk or contact us if you would like a copy of the Tenant Participation Compact.

Section 10 43 Tenant participation and empowerment Different ways to become involved

From home: -

• Be heard from home – a chance to express your opinion in a way that suits you • Facebook – the modern way to let us know how you feel • Surveys – occasional and not too complicated • Online Surgeries – instant reaction from the experts • A1 Housing website – browse at your leisure Or just read our quarterly tenants newsletter – In Touch

You can be involved through your community

Join your local Tenants and Residents Association. We have recognised Tenants and Residents Associations (TRAs) in the following areas: • Balmoral area c/o The Balmoral Community Centre, Sandringham Road, Worksop, S81 7EU - Tel: 01909 509419 • Central Retford, Retford Town Hall Tel: 01777 703995 • Hallcroft c/o Hallcroft Community Centre, Randall way, Retford, DN22 7GR - Tel: 01777 708110 • Harworth and Bircotes c/o The Community Centre, Devonshire Road, Harworth, Doncaster, DN11 8HG - Tel: 01302 746439 • c/o The Community Centre, Laburnum Rd, Langold, Worksop, S81 9RR - Tel: 01909 733122 • Mattersey Thorpe c/o The Community House, 3 Cunningham Close, Mattersey Thorpe, Doncaster, DN10 5EN - Tel: 01777 816397 • North Carlton c/o The Gateway Building, 24-28 Sycamore Road, (Wimpey Estate) Carlton-In-Lindrick, Worksop, S81 9JH - Tel 01909 730766

Section 10 44 Tenant participation and empowerment • Ordsall c/o West Hill Community Centre, Ordsall, Retford, DN22 7GA - Tel: 01777 700868 • Prospect c/o The Community House, 91 Lancastrian Way, Worksop, POSTCODE - Tel: 01909 530603 • Worksop East (Kilton and Larwood) c/o The Community House, 59a Rayton Spur, Worksop, S81 0HF - Tel: 01909 483340 • Tuxford c/o The Beeches Community Centre, Tuxford, Newark, NG22 0NF - Tel: 01777 872868

If you live in a Sheltered Scheme, join your tenants group. The group will discuss issues that arise in your scheme and to organise social activities for the tenants. In small village locations, which cannot support a Tenants and Residents Association (TRA), or in estate locations where there is no TRA, then why not become your local Tenant Voice. Please ring us for details.

Getting involved in other ways

• A1 Hundred Club - a customer panel that meets four times a year • Annual Tenants Conference - look out for the advertisements in In Touch • A1 Housings Diary Room - we come out to your estate and allow you to record how you feel about our services • Join one of our many Services Improvement Groups • Become a Tenant Inspector or Mystery Shopper - you check out whether we deliver what we promise • Join our Estate Inspection Teams - inspections are advertised in In Touch

Section 10 45 Tenant participation and empowerment If you are committed, talented and want to give your time to helping us further, why not apply to become a member of:

The Quality and Impact Panel – this is an independent panel with powers to regulate the services you receive

A 1 Housing Board - this meets 9 times year. You can attend as a tenant if you want. Look out for the dates and times advertised in In Touch. If you want more information ring our Customer Services Team on 01909 534520. Our staff will help you find the type of involvement that suits you best.

Section 10 46 Tenant participation and empowerment Section 11 ESTATE SERVICES

One of the things that current tenants tell us is a big issue for them is the area and environment in which they live. Issues such as vandalism, graffiti and fly tipping (dumping rubbish illegally) are all things that can have a negative effect on neighbourhoods. We take these issues seriously and have teams of staff to deal with these things as they arise. We have a team of Housing Officers who each manage a number of properties across the district. They have a number of roles, which include the following. • To offer homes to people on the waiting list, view properties with them and to talk through their rights and responsibilities when they are signing the Tenancy Agreement. • To visit tenants after they have moved in to make sure that tenants have settled into their new homes. • To carry out regular Estate Inspections with tenants and A1 board members. • To provide an estate management service dealing with issues such as untidy gardens, abandoned cars, clearing fly-tipping and any other issues that may arise. • To process tenancy changes such as mutual exchanges, successions and transfers. • To work with local Tenants and Residents Associations to help find solutions for issues on their estates.

• To ensure that Tenants keep to the conditions of their tenancy e.g keeping their garden tidy. NB: We will also write to other non council residents in the area if they have an untidy garden etc.

Section 11 47 Estate services Estate Inspections Estate inspections are carried out regularly. If you have any issues you want them to be aware of or if you would like to take part in an inspection for your area please contact the Housing Officer for the area you live in: We also publish details of estate inspections on our website. Sandy Lane Housing Officer 01909 533715 Including Sandhill Street, Cuckney, Shireoaks, Nether Langwith and Westgate, Garside Street and St Johns Court

Carlton In Lindrick Housing Officer 01909 535516 Including Costhorpe, Langold and Oldcotes

Kilton Housing Officer 01909 533178 Including Larwood and Bracebridge

Manton Housing Officer 01909 533718 West Manton including The Priory

Manton Housing Officer 01909 534467 East Manton including Lowtown

Prospect Housing Officer 01909 533284 Including Thievesdale, Gateford and Valley Road

Ordsall Housing Officer 01777 713866 Including Elkesley, Gamston, Ranby, Bothamsall, Tuxford, Thrumpton and West Drayton

Section 11 48 Estate services Central Retford Housing Officer 01777 713204 Including Rampton, , South & North Leveton, Habblesthorpe, East Markham, Askham, Dunham-on-Trent, Ragnall, Treswell, Headon, Stokeham, Darlton and Normanton-on-Trent

Hallcroft Housing Officer 01777 713867 Including Mattersey Thorpe, Lound, Sutton, Torworth, Hallcroft, North Road, Beckingham, Walkringham, Gringley, Misterton and West Stockwith

Harworth and Rural Housing Officer 01777 713209 Including Everton, Blyth, Scrooby, Misson, Styrrup and Ranskill

Abandoned cars You can report abandoned cars to us. We will investigate the report within 24 hours of receiving a complaint and make sure the matter is referred to the appropriate agency.

Graffiti We will arrange for the removal of reported graffiti. We aim to remove offensive racist graffiti within 24 hours of it being reported to us. All other graffiti within 5 working days.

Collecting rubbish Bassetlaw District Council is responsible for collecting the rubbish from your home. They provide a wheelie bin collection service from the roadside for houses and flats.

Section 11 49 Estate services You should have a wheelie bin when you move into your new home. If one is not there, please contact your Housing Officer. Bassetlaw District Council also runs a service for removing bulky items. The items must be freestanding (that is, the Council will not take away items such as kitchen cabinets or fitted wardrobes unless you dismantle them and leave them outside your property). Please contact 01909 534333. There may be a charge for this service.

Street lighting County Council maintains all the street lighting on the main footpaths and roads. If you see a light that isn’t working properly, you can report it to us or directly to Notts County Council on 01623 520768. Please make a note of the number that is on the side of the lamp column, as this will tell us where it is.

Section 11 50 Estate services Complaints, COMPLIMENTS Section 12 and Suggestions

At A1 Housing we aim to provide our customers with the highest quality services. We always try to get things right first time, but we know this doesn’t always happen. If something has gone wrong please let us know. We take all complaints seriously because we believe we can learn from our mistakes and improve our services. You should complain if:- • We have not done something we should have done • We have done something badly • We have treated you unfairly or impolitely

How we will deal with your complaint We have a dedicated Complaints Officer that will support and guide you through the process and investigate your complaint. We will accept a formal complaint from you in a number of ways, either by letter, e-mail, phone, text or in person at any of our offices. The Customer Services Team A1 Housing Bassetlaw Limited Carlton Forest House Hundred Acre Lane Carlton Forest Worksop Notts S81 0TS

Tel: 01909 533180 E-mail: [email protected] Text: 07725 768487 Web: www.a1housing.co.uk

Section 12 51 Complaints, compliments and suggestions There are two stages to our complaints procedure

Stage 1 – responding to your complaint Once your complaint has been received the Complaints Officer will :-

• Contact you and send you written confirmation that we have received your complaint – this will be done within 3 working days of receiving your complaint • Offer to visit you at home to discuss your complaint and explain the complaints process • Investigate your complaint fully with representatives from the relevant service area • Provide a full written response within 10 working days of receiving your complaint • Be available for you to speak to about any part of your complaint

We hope that you will be happy with the result but if you are not, please contact our Complaints Officer within 4 weeks of receiving your response. You will need to tell us why you are not happy and what you would like to happen. We will then move your complaint to stage 2, the appeal stage.

Section 12 52 Complaints, compliments and suggestions Stage 2 – if you are still not happy

The appeal stage Once you have let us know that you are not happy with our response we will arrange for your complaint to be heard by the appeal panel. The appeal panel is made up of A1 Housing’s Managing Director, two available Board Members and one Tenant Representative. You are welcome to attend the initial part of the hearing when the Complaints Officer will present all of the facts. • The appeal will be held within 10 working days of the request • The outcome of the appeal will be communicated to you within two working days

We hope that you will be happy with the result but if not you can contact the Local Government Ombudsman who will investigate your complaint and how we handled it.

All complaints to the Ombudsman must be made in writing:- Local Government Ombudsman PO Box 4771, Coventry, CV4 0EH Tel: 0300 061 0614 or 0845 602 1983 Download a complaint form by logging onto, www.lgo.org.uk

Section 12 53 Complaints, compliments and suggestions Compliments If we have done something well, or if you think one of our staff deserves a special thank you, please let us know. You can contact us in any of the ways listed on page 53.

Comments and Suggestions Please feel free to comment on any part of our services or suggest something that you think would improve them. If we make any changes or improvements as a result of your suggestions, we will publish them in the In Touch Newsletter and you will get a reward.

Learning from your feedback We use your feedback from complaints, compliments, comments and suggestions, to make service improvements. This way we know that we are making the improvements that matter to you the most.

Please Note we will not accept complaints relating to; • Bassetlaw District Council Policies, These will be forwarded to Bassetlaw District Council for investigation • The route determined for the Decent Homes Programme

If, at any stage of the procedure, it looks like it will take more than ten working days to respond we will contact you immediately and update you of the situation. All complaints are monitored and used to help us to improve our services to the tenants and residents of Bassetlaw.

Section 12 54 Complaints, compliments and suggestions Section 13 useful contacts

Keep this by the phone; it may be useful when you need to contact us.

A1 Housing Head Office 01909 534484 Customer Services 01909 534520 Repairs Freephone 0800 590542 Retford Area - East 01777 713202 Worksop Area -West 01909 533426 To apply for a Council House 01909 533387 Warden Services 01909 533476

Bassetlaw District Council Services Central Switchboard 01909 533533 Housing Needs & Housing Aid 01909 533455 Housing Benefits 01909 533710/01909 533287 Council Tax 01909 533234/01909 533258 Environment Services 01909 534333 Dog Warden 01909 533219 Planning Applications 01909 533491 County Contact 01909 534471/01909 534472

Section 13 55 Useful contacts Other Useful Numbers Benefits Agency 01909 537200 Childline 0800 1111 Citizens Advice Bureau 0844 856 3411 Crimestoppers 0800 555 111 Bassetlaw Community Voluntary Service 01909 476118 Domestic Violence Helpline 0808 8000340 Domestic Violence Unit 0300 300 9999 (Police) Extensions: 807 7530 & 807 7531 0300 300 9999 (not for emergencies) National Grid (gas leaks) 0800 111 999 EMPAS 0845 6030618 (for electricity suppliers) Severn Trent (water supply) 0845 7500500 Samaritans 0845 7909090 Welfare Benefits Advice 01909 537200

Section 13 56 Useful contacts Sign posting - A list of useful contacts or organisations in alphabetical order of the type of enquiry

Type of Enquiry Name of Support Contact Tel No. AGE Age Concern 0800 00 99 66

Help for the Aged 0500 467476 Telephone information for older people, their families, carers and other people working with them ALCOHOL Alcohol Advice Line 0800 917 8282 Information and support to anyone concerned about their own or someone else’s drinking

Alcoholics Anonymous 0115 9417100

Alcohol Team - North Notts 01909 500990 Assessment and treatment of alcohol problems ANIMAL Cat Protection League 01403 221900 WELFARE For stray injured or abandoned cats www.cats.org.uk

R.S.P.C.A 08705 555999 Prevention of animal cruelty BENEFITS National Benefits Helpline 0800 882200

Job Centres in Retford and 01777 263600 Worksop 01909 705700

Child Support Agency 0845 7132000

Housing Benefit - Bassetlaw 01777 713855 District Council 01909 533287

Section 13 57 Useful contacts Type of Enquiry Name of Support Contact Tel No. BEREAVEMENT Cruse Bereavement Care 0870 167 1677 Helpline for bereaved people to 0800 435455 provide via a freephone helpline comfort and advice

Bereavement Care - Bassetlaw 01909 502779 Offers support and practical assistance to the bereaved BLACK & Racial Equality Council 01159 596515 MINORITY ETHNIC Commission for Racial Equality 020 7939 0000 GROUPS Advice and assistance for race and minority related issues CAB Independent free advice on matters 0844 856 3411 such as debt and legal matters.

CHARITIES Charity Commission 0870 333 0123 The Commission keeps the public www.charity- register of all registered charities in commission,gov.uk and Wales

Salvation Army 01777 700889 Mencap 0115 9423555 Mencap Bassetlaw 01777 701820 CHILDREN Child Line 0800 1111 Helpline for children and young people to age 18, in danger, distress or with any problem

Cot Death 0114 2679279 Foundation for the Study of Infant Death Support for bereaved parents

Section 13 58 Useful contacts Type of Enquiry Name of Support Contact Tel No. DEBT National Debt Helpline 0808 808 4000 Help for anyone in debt or concerned they may fall into debt DISABILITIES Disability Helpline 01302 310123 Dial UK - Network of disability information and advice services run by people with direct experience of disability

Society for Deaf People - Mansfield 01623 652029 Advice and information on deaf issues and services

Royal Society for the Blind - Notts 0115 9706806 Provide friendly home visiting service to partially sighted/blind people DRUGS ABUSE National Drugs Helpline 0800 77 66 00 24 hours help line for drug users and solvent mis-use, their families, friends and carers

Needle & Syringe Exchange 01623 620121 All areas of Nottinghamshire covered on an outreach basis

DARE Drug Abuse Education 01623 410402

Drug & Drink Problems 01623 620121 North Nottinghamshire Drug and Alcohol Services

Section 13 59 Useful contacts Type of Enquiry Name of Support Contact Tel No. FURNITURE Furniture Project 01623 836410 CHARITIES Hope for the Homeless 01909 478690 Essentials provided to those in need - homeless, on a low income, in receipt of benefits, families or individuals in crisis GAMBLING Gamcare 0845 6000133 Confidential counselling for anyone requiring advice about gambling dependency

Gamblers Anonymous - Gam Anon 0114 2620026 Helpline aims to give advice help and support to anyone with gambling problem or connected with gambling problems HOME Bassetlaw District Council 01909 533161 IMPROVEMENT All matters regarding for home GRANTS improvements

HOMELESS Shelter 0808 800 4444

Bassetlaw District Council 01909 533401 Housing Needs Team

Hope for the Homeless 01909 531294 Advice and support for the Homeless IMMIGRATION Immigration Advisory Service 020 7378 9191 24 hour service for people who have been refused asylum or have immigration problems

Section 13 60 Useful contacts Type of Enquiry Name of Support Contact Tel No. LESBIAN & Support and information for lesbians 020 7837 7324 GAY HELP and gay men Bassetlaw - Gay Advice 01777 709650 Nottingham Lesbian & Gay Switchboard Mon - Fri 7 - 10pm 0115 9348485 MISSING 24 hour helpline providing advice, 0500 700 700 PEOPLE practical help and support for anyone missing relatives or immediate family members NSPCC Child Protection Helpline 0808 800 5000 Concerns about a child or young person at risk of abuse SAMARITANS 24 hour confidential and emotional 08457 90 90 90 support helpline for anyone in crisis

Worksop Office 01909 531153 SOCIAL Children and Families 01623 520520 SERVICES Adults 01623 520520 OAP 01909 535602 TAX Inland Revenue 0845 3021449 TENANCY Framework 01909 475799 SUPPORT AGENCIES NACRO 01623 863699

NCHA - Anyone in need of help in 01159 104242 managing their tenancy

New Roots - Single homeless young 01777 711059 people and teenage parents 16-25 years

Section 13 61 Useful contacts Type of Enquiry Name of Support Contact Tel No. VICTIM Support and counselling for victims 0845 3030900 SUPPORT of crime

Victim Support in Bassetlaw - 01909 500455 Trained volunteers based in local schemes visit people in their own homes following a crime WELFARE Nottinghamshire Welfare Rights 01623 845016 RIGHTS Service www.nottinghamshire.gov. ukbenefitsadvice WOMENS AID Advice for women & domestic 01909 475757 & RESOURCE violence unit, support, counselling 01909 533160 CENTRE and outreach workers

WOMENS Temporary housing for women and 01909 478065 REFUGE children WORKS, All matters relating to Social Security, 01909 537200 PENSIONS Income Support, Pensions, Job www.jobcentreplus.gov.uk AND SOCIAL Centres and Direct Deductions SECURITY

Section 13 62 Useful contacts How to contact us

By phone  • Head Offi ce 01909 534484 • Area Offi ce West 01909 533426 • Area Offi ce East 01777 713202

Freephone Repairs and Contact Centre 0800 590542 8:00am - 8:00pm

On-line  Visit our website at www.a1housing.co.uk You can also email us at [email protected]

By visiting us Head Offi ce Carlton Forest House, Hundred Acre Lane, Worksop, Notts S81 0TS Area Offi ce East 17B The Square, Retford, Notts DN22 6DB Area Offi ce West Queen’s Buildings, Potter Street, Worksop, Notts S80 2AH

All of our offi ces are open Monday to Friday between 8.40am and 5pm

By writing to us  A1 Housing Bassetlaw Limited Carlton Forest House, Hundred Acre Lane, Worksop, Notts S81 0TS

Developed in partnership with tenants A1 Housing Bassetlaw Ltd, a company controlled by Bassetlaw District Council

HOUSING www.a1housing.co.uk GL32 version 2 - 08/10