charter housing tenant handbook

7/30/2019 Charter Housing Tenant Handbook

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You and your homeTenant’s handbook

ssue 1



About us

We have more than 5000 homes across

Newport, Caerphilly, Torfaen andMonmouthshire. Our properties are in urban

and rural locations and vary from family

homes and single person flats to retirement

apartments.

We are committed to giving our tenants great

service, so they can enjoy and benefit from

living in our homes. As well as helping to

maintain your home, our experienced teams

can offer you money advice, IT training and

even parenting support.

You can get involved in how we run our

services or help improve your community with

practical projects. We are part of the Seren

Group, which includes other housing and

support providers such as Solas and Reach.

Our history

We’ve been providing affordable homes for 40years. Charter grew from a small organisation

called Family Care which launched in 1972

when a group of local people became

concerned about the plight of a young

homeless mother in Newport.

This group decided to form an Association –

registered in February 1973 – which began to

help single mothers threatened with

homelessness by purchasing, restoring or

converting properties, and letting them ataffordable rents.

Family Care soon broadened its policy to help

others with housing needs, such as families,

single people, the elderly, disabled people and

others with special needs.

We became Charter Housing in 1991, which

confirmed our commitment to providing for

housing needs throughout the entire

community.

The Seren GroupIn 2004, Charter Housing joined with Newport

Action for Single Homeless (which became

Solas) to form the

Seren Group. The

Seren Group is now

made up of Fairlake,

Reach, Pen yr Enfys

and Solas, with the

head office in High

Street, Newport.



you and your home

Welcome

How to use this

handbookThis new handbook replaces any previouseditions you may have and is a guide to yourtenancy agreement and our services. You can findout information including how to report a repair,how to pay your rent and even options formoving home. Please keep this safe until we issue

a new edition.

We also have a tenancy guide available onDVD; you can request a copy from www.charterhousing.co.uk or by calling us.

The website also contains lots of usefulinformation and advice on all of our services. If

you need this information in another format,please contact us on 01633 212375 or [email protected]

Published by Charter Housing in March 2012.

All information correct at time of publication.

you and your hometenant’s handbook

Issue1

For anyone renting a home,

it’s important that youknow a bit about your

landlord and what you can

expect from them

There are lots of things that

you need to know as a

tenant. There are the obvious things such how

to pay your rent, and how to get repairs done,

but there are lots of other things too that you

may only need to know occasionally, such as

what happens if you want to move, or to

change details of your tenancy.

We give out lots of information when you first

become a tenant, but it’s difficult to remember

all of that, as there are lots of things to be

thinking about when you move into a new

home! As your landlord, Charter provides

many services too which you wouldn’t

necessarily think of as being part of what a

landlord does. And if you don’t know what

they are, how can you ask about them?

We have developed this handbook to help give

you an overview of the services that we offer,

to explain how they work and what you can

expect from us as your landlord. I hope you

find it helpful, both now and in the future,

Kathryn Edwards Corporate Director

Other publications

Packed with news and advice, our tenant

magazine Contact is published three times ayear and delivered straight to your home.

Leaflets

We have a range of leaflets on our services:

• Maintenance and repairs

• Anti-social behaviour

• Your tenancy

• Rent & money advice

• Moving home

• Retirement living

• IT training

You can download copies from our website,

call in to reception, or ask for one to be sent

to you.

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How we work

6 Contacting us, confidentiality,

right to information & board

membership

Rent, benefits

& money advice

8 How to pay your rent

10 Claiming housing benefit

6 Money advice

Maintenance, repairs

& upgrades

11 Service overview & how to report

a repair

1 How our repair service works

13 Repairs: who does what?

1 Decorations and the right to repair

15 Upgrades; kitchens & bathrooms

16 Gas servicing

17 Gardens, refuse & painting

Your tenancy

18 Types of tenancy

0 Joint tenancies, subletting, lodgers

& relationship breakdown

1 Decoration, pests, pets & gardens

Waste & abandoned homes

Community regeneration

3 Training & employment support &

youth work

IT training, money saving &

parenting support

Tenant Participation

5 Get involved, learn new skills &

make a difference

Contents

Char ter Hou si n g

W e ar e commi tted to gi vi n g our

tenant s gr eat ser vi ce , so the y

can en j o y and benefi t f r om

l i vi n g i n our home s. A s wel l a s

hel pi n g to mai ntai n your home ,

our e x per i enced team s can

off er you mone y ad vi ce , IT

tr ai ni n g and even par enti n g

su p por t.

Charter homes are maintained

by a qualified team



you and your home

Nuisance prevention

7 How we can support you

8 Case studies, help & legal

definitions

Options for

moving home

30 Transfers, exchanges & other

renting options

3 Retirement living: your choices

Other support

and information

3 Information about you & extra

support

35 Complaints, compliments &

suggestions

We want tenants to get

involved in what we do

Our reception in High Street,

Newport has lots useful information

We can help you with

training and employment

Our staff are passionate

about what they do



Contact usCall us01633 212375Our office on the High Street in Newport is open8.30am to 5pm Monday to Thursday and 8.30am to

4.30pm on Friday.

Out of hours’ emergency telephone number

If you have an emergency you need to report out

of office hours, call 01633 381111.

Email [email protected]

Write to usExchange House, High Street,

Newport NP20 1AA.

Click on us

www.charterhousing.co.uk

Watch us on TVlookinglocal.gov.uk/charterhousing

When you contact us When you contact us our staff will:• Listen to you and be polite.• Understand your needs and be honest about

how we can help.• Be well informed and trained in their duties.

When you write or email we aim to:• Reply within 10 working days.• Tell you we have received your letter within

five working days if we can’t give you a fullanswer straight away.

• Write back to you using plain language.

We also have private interview rooms at our head

office.

We want to give all our

customers great service

Howwework

Confidentiality

The information we keep on file about you isconfidential. We won’t give this to other

people or agencies except in these

circumstances:

• We will give your name, address and

tenancy start and end dates to Housing

Benefit departments, the benefits agency,

the Council Tax department or other

authorised organisations to resolve benefit

claims or if benefit or tenancy fraud is being

investigated.

• We will give information to the Police if they

are investigating a serious crime.

• We will give information to Social Services if

there is a serious risk to someone else, such

as a child.

• We will not give information about you to

building societies, other landlords, gas,

electric or water suppliers, debt collectors,

relatives, friends or other tenants unless you

tell us that we can.

Right to information

You have the right to information from us

about the terms of your tenancy, our

responsibility for repairs and our policies and

procedures on:

• tenant involvement

• housing allocations

• transfers



you and your home

Reception, Exchange House

W e take an aver a ge

of 8860 cal l s a month and

ar ound 40 3 cal l s d ai l y

Our staff want to give you

the best service

Please write to us with your request:

Charter Housing, Exchange House,

High Street, Newport NP0 1AA.

Access to information we hold about youAll tenants and applicants to Charter can ask

to see information that we keep about them in

our files. If you wish to see this information,

please write to us. We have 40 days to comply

with the request, but will try to do it within this

time. You may be charged costs if you need

copies.

Respect for staff

We enjoy a good relationship with our tenants,

but we won’t tolerate abuse or threatening

behaviour towards staff. If a tenant behaves in

this way to a member of staff, we may place

special conditions upon the way we’ll deal with

them. For example we will visit in pairs, or

only interview at our offices; we will notify atenant when this happens. Any tenant abusing

or threatening staff is in breach of their

tenancy conditions and could be subject to

legal action including proceedings to

repossess their home.

Board membership

We have a board made up of tenant

representatives and other experienced,

committed individuals who control how

Charter is run. The board has a number of

members, and their responsibilities include

setting objectives and plans, and

approving budgets and accounts.

Vacancies are advertised in Contact

magazine and members are selected

annually at our annual general meeting.

We give full training and support to

tenants who are selected for membership.

Call us on 01633 1375 if you would like

more information.

We offer various services,

events and training to

support tenants



When you pay your rent, you’ll deal with

Charter’s Rent and Financial Solutions Team.We can advise on payment options, benefits

and service charges

How to pay your rent

• In person at Charter’s office at Exchange

House, High Street, Newport, NP20 1AA

during office hours. We accept cash plus

card payments.

• By direct debit: these can be set up on a

weekly, fortnightly, four-weekly or calendar

monthly basis. If you cancel your direct

debit, you will need to contact the team to

make a new payment arrangement.

• By standing order: you can set up a

standing order to pay your rent.

• At any location displaying the PayPoint

sign. You can pay at a number of places

that display this sign using your Charter

Housing Rent Card. Please keep your

receipt safe so you can check your

payments against your rent statement.

• At any UK Post Office using your Charter

Housing Rent Card. Keep your receipt so

you can check your payments against your

rent statement.

Rent & financial solutions

If you have difficulty paying

your rent we can help

• By telephone: call us on 01633 1375 and

pay via debit card with a member of theteam. You can also pay through the

Allpay.net IVR call centre with your debit

card and Charter Housing Rent Card. Call

08 557 831.

• Pay online at www.allpayments.net,

following the online instructions. You will

need your Charter Housing Rent Card.

• In person to a member of the team, if they

are visiting you. You will be given a receipt

for your payment.

Direct debit and standing order forms are

available from the Rent and Financial Solutions

Team.

About your rent statement

You will receive a rent statement every three

months. This shows the weekly rent charged,

any payments you have

made, and if your

account is in credit or

arrears. If your rent is

paid to us by housing

benefit, this payment

is usually made every

four weeks in arrears. Your account will show

four weeks’ arrears until the payment is

received.

How your rent is set

Secure tenants

If your tenancy started before 15th January1989 you have a secure tenancy and the rent

on your home is decided by the Rent Officer,

who is independent of Charter. Rents are fixed

for a two-year period. However, service

charges are reviewed annually.

Before your rent is changed you will be

consulted by the Rent Officer and if you do

not agree with the new rent, then you can

appeal to the Rent Assessment Committee.

You have 28 days to do this.

The address is: Rent Assessment Committee,

1st Floor, West Wing, Southgate House,

Wood Street, Cardiff, CF1 1JJ.

La st year the M one y

Saver s team wor ked

wi th 1 20 tenant s



you and your rent

This Committee has the power to increase or

decrease or confirm the rent. When a new

rent is fixed, you will be given one calendar

month’s notice by us of any increase. You can

also visit the Welsh Government websitewww.wales.gov.uk for more information.

Assured tenants

If your tenancy started after 15th

January 1989 you have an assured

tenancy and your rent is set by

Charter; the level is regulated by

the Welsh Government. Your rent

is reviewed by us every April and

you will be given one month’s

notice of any change in your rent. If

you feel the rent is unreasonable, you

may appeal to the Rent Assessment

Committee. We aim to keep rents at a level

that our tenants can afford while making sure

that they cover the costs of the building, its

management and maintenance.

Joint tenancies

Joint tenants have equal responsibility for rent

and any arrears, even if one leaves the

property. Both tenants need to be aware of

the rent account balance. If you feel you haveno control over the rent payments or your

partner leaves the property, please contact us

for advice.

Service charges

Your rent may include a charge for our

services, such as:

• Caretaking or scheme co-ordinator services

• Garden services

• Lighting in communal areas

• Communal TV aerials• Cleaning of communal areas

• Provision of servicing contracts, where

appropriate

The charges are based on the actual costs of

providing the service. The service charges (if

applicable) are detailed at the back of your

Tenancy Agreement. If you are an assured

tenant, service charges are reviewed with your

rent.

You can pay your rent in

person at our office

We set variable service charges and although

we only review them annually, we may have to

raise them in the middle of the year if we

receive a sudden climb in costs, such as an

increase in the electricity being paid tosupport the landlord’s lighting.

You will be given a calendar month’s

notice of any changes in your service

charges. If you are unhappy with

the level of the service charge,

contact us on 01633 1375.

Having your say

If we plan to make certain

amendments to your property, the

scheme in which you live or the services

that we provide, we may have to recover the

cost by increasing your service charge.

The Service Charge Regulations (Wales) 2007,

say that if your landlord:

• Proposes works on a building or any other

premises that will cost you or any other

tenant more than £250

or

• Proposes to enter into an agreement for

works or services which will last for more

than 12 months and will cost you or any

other tenant more than £100 in any 12

months’ accounting period

Charter will consult you fully and follow the

regulations regarding consultation. We will

give you one month’s notice of a change in

your service charge.

Don’t f or get

to take out ad equate

home content s

i n sur ance –

we d on’t pr ovi d e i t

f or you

F r om A pr i l 2011 the Shel ter

C ymr u Income M a xi mi sati on

P r o j ect ha s r ai sed £145 ,549

i n wel f ar e benefi t s f or tenant s



Difficulty with

paying your rentUnder the terms of your Tenancy Agreement,

you need to pay your rent on time, even if it’spaid via housing benefit. If you are havingdifficulties paying tell us as soon as possible so

we can help you. We can advise you onbenefits and other ways to help so we can

make an affordable payment plan with you.

We cannot accept persistent arrears; we willexplain the legal steps we can take if you donot pay your rent or fail to maintain anagreement to clear your arrears. If you fail topay your rent or keep to any agreements youcould be evicted. If your finances are in crisis,seek immediate independent advice by callingHousing Debt Helpline Wales on 0800 1071340 or Shelter Cymru on 0845 075 5005.

Call ourMoney Savers team

on01633

678514 if you’re struggling to pay your utility bills and turn to page 24 to find out more

about the service.

We work with tenants to

improve our service

information and evidence needed for the claim

to be paid.

A housing benefit claim can

take time to beapproved, so send your

forms to the council as

soon as possible. If there

is a delay with your

housing benefit, you

need to inform the Rent

and Financial Solutions

Team, so we know why

your rent is not being

paid.

If your local council does not

pay your rent, you need to pay

it. You must also respond to any

letters or enquires about housing

benefits straightaway.

you and your rent

Rent & financialsolutions

Reimbursement

If you feel that you have not received a service

for which you have paid a service charge or

you are unhappy with the quality of the

service, please contact us on 01633 1375;

we will review the situation and give you a

refund if applicable.

Water charges

You will generally be responsible for your

water charges and must pay them direct to

Welsh Water. In some retirement living

properties we collect water rates on behalf of

the water company.

About housing benefit

If you receive any benefits or have a low

income, you may be able to claim

housing benefit from your local

council to help with your rent

payments. If only part of yourrent is paid by housing

benefit, you will have to

make up the difference

yourself. To find out if you

could be entitled to any

benefits, visit

www.turnus.org.uk

How to claim housing

benefit

You have to claim housingbenefit from your local council;

we can help you to complete an

application form. It is your

responsibility to follow up claims

with the council and make sure you provide all

Shel ter ad vi ce ser vi ce

Shel ter off er s f r ee , i m par ti al

and i nd e pend ent ad vi ce about

hou si n g benefi t , wel f ar e

benefi t s and d eal i n g wi th r ent

ar r ear s. See www. shel ter .or g.uk

f or mor e i nf or mati on. A Shel ter

ad vi ser i s i n our offi ce sever al

d a y s a week – cal l u s on

016 3 3 21 2 375 to book an

a p poi ntment.



Maintenance:

repairs & upgrades

you and your home

Planned improvements

We upgrade kitchens, bathrooms and windows

through our planned maintenance programme.

Each year we produce a list of properties to be

included in the annual improvement

programme, based on what needs doing and

the amount of money that we have to spend.

How to report repairs

By visiting our reception at Exchange House,

High Street, Newport, NP20 1AA

By calling: you can report repairs on 01633

1375. For out of hours’ emergencies call

01633 831111. When you call there are three

options:

• Dial one for plumbing or heating repairs

• Dial two for any other type of repair,

including electrics

• For any other enquiry please hold for

assistance.

Please note:

• You may be charged for repairs caused by yourself or anyone in your household

• Our of hours’ number is for emergencies

only

We always try to do the right

repair on the first visit, so

please give staff as much

detail about the repair as

possible. We always prefer

to send an engineerdirectly to you as it

speeds up your repair.

We may have to send the

Area Surveyor to

investigate if the issue can’t

be solved straightaway.

When you report a repair we

will offer you an appointment

that suits you within a reasonable

timescale. Please tell us when you areavailable; we will try to work around any

restrictions within reason. We prioritise calls

where your health, welfare and safety are at

risk to ensure that the following calls are

completed within 24 hours.

Our qualified and experienced

Charter Building Maintenance

team is here to help

We want all our tenants to live in the best

homes we can provide. Read on to find out

about our repairs and upgrades, plus how to

report a repair and how we carry them out

We plan all our major work such as new

kitchen and bathroom or electrical upgrades to

do as much as we can with the money that we

have available each year. Our teams of

qualified and experienced workers such as

plumbers, carpenters, heating engineers,

builders and gardeners help maintain and

improve our homes and communities.

There are three ways we

improve your home:

Day-to-day repairs

If your heating breaksdown or your tap leaks,

we’ll arrange to fix this

kind of repair as soon as

you tell us about it.

Preventative and cyclical

maintenance

This includes regular work,

such as gas servicing,

electrical upgrades and painting

the outside of your home. Heatforcecarries out our plumbing and heating jobs,

while C W Electrical undertakes our electrical

work. Our in-house Estates and Grounds

Maintenance Team manages painting, fire

alarm testing and gardening works.

V i si ti n g your home

Al l Char ter staff have

i d enti fi cati on car d s ; you can cal l

our Cu stomer Ser vi ce s T eam to

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W or ker s f r om our par tner shi p

com pani e s , such a s Heatf or ce

and C W E l ectr i cal wi l l wear

thei r com pan y’ s uni f or m

and u se l i ver i ed van s.



You need to maintaininterior features such as

fuses, toilet seats and

curtain rails

AdaptationsIf illness or mobility issues are making it difficultfor you to live independently you may need anadaptation, such as a grab rail or stairlift. Wecan pay for smaller adaptations which cost up to£400. These may include lever taps and half-steps; you can apply to us for them.

For larger adaptation requests such as ceilinghoists, stairlifts and level access showers, you

will need an assessment from an occupationaltherapist and we will need to apply for fundingfrom the Welsh Government. Call us on 01633212375 or [email protected] for more information.

Maintenance:

repairs & upgrades

How we’ll respond

In emergencies

We’ll get to you within 24 hours if a vital

service has broken down and it’s likely to

cause a risk to you, your home or your

belongings. This might include:

• Dangerous structures

• Heating or hot water

breakdown (during cold

weather)

• Electrical power loss

• Major plumbing repairs, such

as burst pipes

• Door and window repairs

where security is a risk

All other repairs can be carried out at a

time agreed with you. This includes:

• Electrical work

• Structural repairs – a leaking roof, for

example

• A water facility no longer working

• Internal joinery – such as doors, window

frames and floors

• Small plumbing repairs

• Minor wall and ceiling plaster defects

• Kitchen fittings repairs, such as worktops

and cupboards

• Glazing

Some repairs may take longer because we need

to include them in our planned maintenance

programme. We carry out certain types of

repair as a package because we can organise itbetter and get better value for money.

We will let you know if your repair falls in to

this category – we may do temporary repairs

in the meantime. Examples can include:

• Rebuilding of garden walls

• Replacing fencing or gates

• Gutter repairs

• Pointing to brickwork

• Major improvements

Call us on 01633 1375 to find out about

planned upgrades in your area or check the

latest copy of Contact magazine.

W e ai m to

mai ntai n al l home s

to the W el sh Hou si n g

Qual i t y Stand ar d

set b y the W el sh

Gover nment



you and your home

Repairs:who doeswhat?

We try to make our properties

as energy efficient as possible

Some repairs are carried out by us, while

others are your responsibility.

What we look after:

• Structure - foundations, roof, chimney stack,

walls.

• External - doors, window frames and sills,

drains, gutters and outside pipes.

• Internal - walls, skirting boards, door

frames, doors, ceilings, floors (but not

painting and decoration).

• Outside - pathways, steps, garages,

outhouses, fencing and gates.

• Services - electrical wiring, sockets and light

fittings, gas piping, fitted heaters, radiators,

water heaters, baths, toilets, sinks, basins,

tap washers, adjusting and re-washering ball

valves.

• Communal areas in flats - corridors,

stairways and entrances, TV aerials, stairway

lights, lifts and entry phones. We look after exterior features

such as doors, drains, gutters

and outside pipes

What you must repair, replace and maintain:

• Anything you own or anything that needs

fixing because of work you’ve done, such as

holes in walls from fitted shelves.

• Fuses and light bulbs.

• Glazing – if you, your family or a guest has

broken a window, we’ll fix it and recharge

the cost to you. If the glass was broken

during a crime, we’ll need proof. If there’s

been accidental damage we may pay for it

depending on the circumstances.• Fixtures and fittings, such as curtain rails

and toilet seats.

• Replacement keys and new locks.

• Clearance of toilet and pipe blockages.

• General good housekeeping, such as

tightening screws.

• Damage that you, your family or a guest has

caused. See the recharges section overleaf

for more information.

• Fittings or alterations you’ve made without

getting written permission from Charter,may have to be changed at your own cost if

they don’t meet standards.

• We can’t carry out work on tenants’ own

gas or electric fires, or their kitchen

appliances.

2 25 home s wi l l have thei r

boi l er u p gr ad ed thi s year



It’s our responsibility to

paint the exterior of your

home; inside is yours

Repairs:who doeswhat?

Charter. Before exercising that right, you need

to contact us so we have the opportunity to

carry out the work, and to establish if there are justifiable reasons for not completing the

repair. There are only certain repairs that fall

within your right to repair. If you need advice

on this, call us on 01633 1375.

Outside

We are responsible for marking the boundaries

around your property. We do not have an

obligation to provide fencing on all your

boundaries, but will replace or repair the

existing fencing if it is damaged.

You may be able to replace or put up your own

fence but you must first check who owns the

boundary and you need our permission before

going ahead with the work.

Ask for ID from any workers

who visit your home

Who’s responsible for decorations?

• We look after external decoration and

communal hallway areas in blocks of flats.

• You look after internal decoration and have

to keep it to a good standard.

How recharges apply

You should report a repair as soon as you

know about it. If you are leaving the property,

for any reason, we’ll need your

home to be in a good

condition and for any

repairs that are your

responsibility to

have been done

before you go. If it

isn’t, we can

refuse or delay

your transfer or

exchange, or may

recharge you for

the cost of any work

needed before your

home can be re-let.

Your right to repair

Under certain circumstances, you have the

right to have minor repairs carried out to your

home and recover most of the cost from

Lof t i n sul ati on

W e can accommod ate an y

pr o per ti e s that r equi r e a to p

u p. If you have l e s s than

200mm of i n sul ati on we can

ar r an ge f or the wor k s to be

com pl eted at shor t noti ce ,

whi ch wi l l hel p r ed uce your

ener g y bi l l s.



you and your home

Planned upgrades

We programme the upgrading of major

works such as new kitchen, bathroom and

electrical upgrades by planning the work outover months and years ahead

We do the following work where needed:

Kitchens

• Redesign the layout if needed.

• Install new units, flooring, worktops, sink,

taps and tiles based on your choices.

Bathrooms

• Install a new bathroom suite, an over-bath

shower and new tiling and flooring based on

your choices.

Electrics

• Install a new fuse box, and new plug

sockets, lights and switches.

Windows and doors

• Put in new double glazed windows and your

choice of new front and rear door.

Boiler and heating systems

• We’ll fit new energy efficient boilers andcontrols.

• Energy efficient radiators (if you need them).

Guttering and fascias

• Install new uPVC gutters.

• Replace uPVC fascias.

Major repairs

• Renew roofs.

• Render external walls when needed.

• Upgrade insulation and improve the energyefficiency of your home.

Planned upgrades: Frequently Asked

Questions

How do you select homes for improvements?

• By considering house condition and home

condition surveys

• We ask you for your views in surveys

How do I know if my house is in the programme?

• We have an annual and a five-year

improvement programme – ask your

Maintenance Surveyor for details by calling

01633 1375.

• If your home is in the programme, you’ll get

a letter at least a month before work starts.

• You’ll get a call from the contractor arounda week before work starts to let you know

when, and how long it will take. If you can’t

be there, because you may be on holiday or

in hospital, please let us know.

What if my house needs upgrades but is not on

the programme?

• We know some houses are in worse

condition than others in any area so we try

to work first on the homes that need it the

most.

• If you think you live in such a home and it’s

not on a programme, please get in touch.

Your Maintenance Surveyor will be able to

visit and give advice.

• We will deal with repairs or overhauls

quickly to help improve things for you

where we can.

• If part of your property urgently needs

replacing, we’ll treat it as a priority.

What choices do I have?

We’ll give you plenty of choice whereverpossible so that you can ‘personalise’ your

improvements and make your home your own.

With new kitchens, we have a choice of

units, worktops, tiles and floor colours

that you can choose from to make your

kitchen special to you. Our bathroom

suites are white, because that makes

them easier to look after in the future,

but you can choose the tile and floor

colours. If you have any questions, please call

us on 01633 1375 or email.

Annual l y we d o

6600 heati n g and

pl umbi n g r e pai r s

We install white bathroom suites,

but you can choose the tiles



you and your safety

6

Gas servicing

Every year too many people die from carbon

monoxide (CO

) poisoning caused by gasappliances and flues that have not been

properly installed or maintained

Common sources of carbon monoxide in the

home include faulty central heating systems,

gas appliances and fires. Blocked flues and

chimneys mean that the gas cannot escape

into the atmosphere and is inhaled by the

unsuspecting individual.

Symptoms of mild to acute poisoning include

light-headedness, confusion, headaches,

vertigo, and flu-like effects.

How is it prevented?

Carbon monoxide poisoning is preventable, so

minimise the risk of exposure by following

these safety tips:

• Have chimneys and flues checked regularly

• Look for a steady blue flame in your boiler

• Make sure gas appliances and heating

systems are inspected every year

• Fit carbon monoxide alarms

The annual servicing of all your gas

heating appliances is free. During

the service a qualified gas

engineer will complete a full

check of the appliance to

Our fully qualified team

has your safety at heart

ensure that the system is safe and in good

working order.

Servicing

The engineer is likely

to take the appliance

apart to inspect its

physical condition.

The flue, pipe work and air vents will be

checked for deterioration and the

engineer will carry out performance

tests. This work is critical to ensure

that you and your family are safe. It is

also a legal requirement and is part of

your tenancy agreement that you allow

access for the work to be done. Ourcontractor Heatforce will contact you

with an appointment a month before your

service is due and we will then service your

central heating boiler, gas fires and any

associated alarms.

Court proceedings

If we can’t get access we will start court

proceedings to gain it. This will incur a cost of

£175 which you may have to pay. Servicing

your gas appliance regularly ensures that theyare safe to use. It will also improve your

appliances’ efficiency and performance, which

could save you money. Ensure your annual gas

service is completed for the safety of everyone

in your home – it could save a life.

If you can

smel l ga s , cal l the

f r ee Ga s E mer genc y

Ser vi ce s hel pl i ne on

0800 111999

i mmed i atel y

W e d o 4100 ga s ser vi ce s each year



you and your

surroundings

Our Estates and Grounds

Maintenance Team keeps our

communities looking good

T hi s year we’ l l s pend

16657 hour s gar d eni n g on

our e state s

Fire alarm testing

We have a legal obligation to ensure

all communal areas are kept clear of

tenant’s personal belongings and anything

combustible. A team member regularly tests

fire alarm systems in communal hallways,checks communal and emergency lighting and

inspects the internal communal areas for items

that have been stored on landings and

passageways.

Looking afterour communites

We offer an estates maintenance service

which includes managing gardens, trees,

external painting and testing fire alarms in

communal properties

Gardens

We cut the grass on the

front gardens of the

properties and also

on any communal

areas, when this is

necessary. For

those who receive

this service a

gardening charge

is collected with

the overall service

charge. Rear

gardens are your

responsibility.

We also regularly attend to

hedges, shrubs and trees thathave been planted by us. The maintenance of a

tree planted by a tenant will remain the

tenant’s responsibility. We visit our estates at

least fortnightly during April to October and at

least monthly during the winter season.

Refuse

We collect litter, empty communal bins and

maintain the general cleanliness of the estate.

Any rubbish that is not clearly any one

resident’s responsibility or that does not

require specialist removal will be taken away

and may be recharged back to every tenant on

the estate through an annual service charge.

When we have to remove and dispose ofdumped items such as fridges or materials

containing dangerous substances such as

asbestos, the cost will be recharged back to

the relevant tenant or the estate via a service

charge.

C ycl i cal pai nti n g

W e ai m to pai nt the e xter i or

of pr o per ti e s at l ea st ever y si x

year s. T enant s ar e gi ven noti ce ,

and wher e po s si bl e a choi ce of

col our s f or thei r f r ont and back

d oor s. W e al so u se e xter nal

contr actor s to car r y out pai nti n g

f or u s e xter nal l y , and i nter nal l y

i n communal ar ea s.



Your tenancy agreement

You must keep your

home in good repair

This section gives you a brief guide to your

tenancy but you should always refer to youroriginal agreement

Your tenancy agreement is a legal contract

between you and us. It sets out your and our

rights and responsibilities. When you sign your

tenancy agreement you agree to abide by its

conditions. The agreement protects your rights

as a tenant, so it’s important to keep it in a

safe place.

Starter tenancies

All new tenants are issued with a

starter tenancy for the first 12

months. Starter tenants are not

entitled to the full rights of an

assured tenant. You do nothave the right to:

• Take in lodgers

• Sublet any part of the

property

• Make improvements,

alterations or additions

• Exchange your tenancy by

assignment

This type of tenancy provides a 12

month trial period during which we monitoryou to make sure you abide by the

conditions of your tenancy. If you are under

the age of 18 when you take on your home

you will have a special kind of agreement

which holds the tenancy in trust for you until

you reach 18. Once you reach 18 a new tenancywill be signed with you unless you owe rent.

Someone under 18 is not able to hold a tenancy.

Section 1 notice

If you break the tenancy agreement in this

time, for example by causing nuisance to your

neighbours or not paying your rent, and we

have done all we can to resolve the issues

without success, we can serve a Section 21

notice. This will give you two months to leave

the property.

You will have the right to appeal against this to

a panel of three Board members, either in

writing or in person. You will be given clear

guidance about the review process when the

notice is served. The notice will only be

withdrawn if we have not followed correct

procedure.

Following service of the notice and

if any appeal is unsuccessful, if

you don’t leave the propertywithin two months, we have

the right to ask the court for a

possession order. We have an

automatic right to this as long

Ke y s

Pl ea se kee p your ke y s saf e.

W e d on’t kee p co pi e s f or an y

of our pr o per ti e s so cannot

gi ve you a s par e. It i s your

r e s pon si bi l i t y to ar r an ge f or

l ock s to be chan ged i f you

have l o st your ke y s.

Please speak to us if you

need advice on your

tenancy agreement



There are different types of

tenancy which give you

different rights

you and your tenancy

as we have shown that we have followed the

procedure correctly. If you do not break the

terms of the tenancy agreement within the 12

month period, your tenancy will automatically

revert to an assured tenancy. You will then beentitled to the extra rights this type of tenancy

brings.

Assured tenancies

All tenancies issued after 15th January 1989 are

assured tenancies, unless they are starter

tenancies. An assured tenancy gives you the

right to remain in your home for as long as you

want, provided you don’t break the terms of

your tenancy agreement. If you do break these

terms, we may serve a notice seeking

possession and take you to court to gain

possession of your property. The grounds onwhich we can do this are explained in your

tenancy agreement.

As an assured tenant your rent will be set by

us under the guidance of the Welsh

Government, and it will be affordable to thoseon a low income. Certain eligible tenants will

have the right to acquire. There is also the right

for one succession to a spouse or other

qualifying person. Read more about

W e d eal wi th mor e than 100

e xchan ge s ever y year

We want you to be

happy in your home

Tenant participation helps

to improve our services

succession in the changes to your tenancy

section. In certain circumstances, if we give

permission, you will be able to assign your

tenancy to a qualifying person.

Secure tenanciesIf you were given your tenancy before 15

January 1989 you will have a secure tenancy.

You will have the right to acquire, the right to

repair and the right to exchange. Your rent will

be set by the rent officer service and there is a

right to succession for one spouse, co-habitee

or a family member, provided they meet

criteria.



Changes in your tenancy

Taking in a lodger can affect your

housing benefit, so get advice

Your tenancy agreement is a legal document.

If there any changes to the tenancy you mustcontact your Neighbourhood Manager; read

on to find out what impact changes in your

household can have on your tenancy

Joint tenancies

In joint tenancies both tenants are responsible

for the property, including paying rent, even if

one has moved out. A joint tenancy can be

ended by one or both parties giving four

weeks’ notice in writing. If one joint tenant

ends the tenancy there is no automatic right

for the remaining person to stay in the

property.

If you are a sole tenant, it is vital to consider

this when requesting that a new partner be

added to the tenancy. We cannot add anyone

to your tenancy until they have lived with you

for 12 months. If your joint tenant has left, we

cannot consider putting the property in to

your sole name without four weeks’ written

notice from the other tenant. We will consider

the conduct of the tenancy and the size of the

property before agreeing to do this. In certain

circumstances, if your joint tenant agrees, they

can assign the tenancy to you.

Relationship breakdown

If you and your partner have a joint tenancy

and you split up, it is best to come to an

agreement about the tenancy and talk to your

Neighbourhood Manager about whether you

can assign the tenancy to the person whowants to remain. If you cannot agree, you

should make sure that your tenancy is resolved

by a solicitor as we cannot change a tenancy

without a court order.

If one tenant leaves the home, it doesn’t end

their tenancy and they are still responsible for

keeping to the terms of the tenancy

agreement. For example, if the remaining

person didn’t pay the rent, both tenants could

be taken to court as a result.

Subletting

You can sublet part of your home if you have

an assured or secure tenancy; you must ask

permission to do this. You can’t do this if you

are a starter tenant. If you sublet all your home

and move out, we will seek to end your

tenancy.

Taking in lodgers

Lodgers usually live with the family and do not

have exclusive access to any part of the

property. You can take in lodgers without

permission, but we ask that you tell us so we

can make sure your home doesn’t become

overcrowded. You can’t take in lodgers if you

are a starter tenant. Taking in a lodger can

affect your housing benefit, so you should

speak to your local authority benefit

department to clarify this.

Death of a tenant

If you have an assured or secure tenancy withus you will have a succession right. This means

that, if you pass away and someone is living

with you, they could potentially inherit your

tenancy. Succession to a tenancy can only

happen once.

We can give advice about who is eligible to

succeed to a tenancy, but generally they would

have had to have lived with you for at least 12

months and be a partner or family member. In

most cases, we are able to arrange asuccession relatively quickly; we receive a copy

of the death certificate and transfer the

tenancy into the name of the person that is

going to succeed to it.




Conditions ofyour property

• If you are considering installing new light

fittings, extra wall sockets or wiring to

outside features such as a pond or shed you

must use a qualified electrician and obtain a

certificate.

• See the maintenance section to find out

what repairs and maintenance are your

responsibility.

• Don’t put laminate or other hard

flooring down if you live in a flat as

this can cause noise nuisance to

your neighbours.

• If we find that you are

struggling to look after your

property, we can put you in

touch with support agencies

which can help you improve its

condition.

Gardens

Please keep your garden clean and

tidy and make sure the grass is cut and

the hedges trimmed. Our Estates Team

maintains communal areas and may cut your

front lawn; you will receive a service charge for

this. Check with your Neighbourhood Manager

to see what service charges are attached to

your home.

If you want to plant a tree, please ask for

permission and advice first and think about

their impact on others when they reach their

full height. We maintain trees in communal

areas on our estates and apply a servicecharge but any trees you plant are your

responsibility. Our popular gardening

competition Charter in Bloom is run annually;

see www.charterhousing.co.uk or call 01633

1375 for information on how you can enter.

Parking and vehicles

There is a parking shortage in many

communities so please think of your neighbours.

• Make sure you park responsibly, avoiding

blocking paths and pavements.• Vehicles must be taxed or SORN. SORN

vehicles must be stored off-road on your

own drive and must be in a good and road

worthy condition.

Your back garden is

your responsibility

Contact your local council to find out

about your waste collection day

We understand that people live their lives in

different ways and that you will want to make

your property a home

Please remember:

• You can decorate the inside of your

property to your own taste but please make

sure this is to a good standard. You cannot

make any structural changes

without written permission.

Pe st s

F or pr obl em s wi th

pe st s such a s wa s p s , fl ea s

and r at s pl ea se contact the

envi r onmental heal th offi ce

at your l ocal counci l ;

we cannot r emove

them f or you.




Abandoning your homeYou must use the property as your principal

home. There is a shortage of affordable

housing in the UK, so we want to make sure

our homes benefit as many people as they are

able to. We take cases of abandoned

properties very seriously.

We always investigate thoroughly to find out

whether someone aims to stay in the property.

If we find that you have abandoned your

home, we will serve a Notice to bring the

tenancy to an end. If you think a property has

been abandoned in your area, call the

Neighbourhood Team on 01633 1375.

We look after many exterior

aspects of your home, but check

what your responsibilities are

PetsTaking on a pet is a big responsibility and you

will need to get consent before getting one – please contact your Neighbourhood Manager

on 01633 212375. You can download a petagreement form on at www.charterhousing.co.uk. We may beunable to give you permission if you live in acommunal building with shared access andgardens, such as a retirement living property.Before getting a pet, make sure you have thetime and cash to care for it properly. Under the

Animal Welfare Act 2006 owners are required toensure their animals live in the rightenvironment, are fed well, get medicaltreatment when needed and are cared forappropriately. Can you give a pet what it

deserves?

• Motorboats, trailers, caravans and boats

must not be kept at the property.

• Only day to day vehicle repairs must be

carried out at the property.

• Where general use spaces are provided,

they can be used by all tenants and their

visitors.

• Disabled spaces are for any blue badge

holder to use.

Waste

Please store rubbish responsibly. It’s important

to find out the waste collection days for your

area. Contact your local council to arrange

collection of large items such as unwanted

sofas or beds – this can be done at low-cost.

Fly-tipping is an offence and we often find the

perpetrators, who can be fined and face legal

action. Fly-tipping makes your neighbourhood

look terrible, can endanger other people and

encourages vermin. The most frequently

dumped items are household waste and bulkywhite goods, such as fridges. Don’t be

tempted – it is easy to dispose of both.

Conditions ofyour property



you and your community

Communityregeneration

Our Community Regeneration team has

specialist community project staff that run a

variety of initiatives with tenants and their

communities. These are aimed at developing

skills, providing employment opportunities,

working with young people and tackling

money problems.

We work with individuals and

groups of all kinds to raise

funding and develop activities

that help them achieve their

potential.

Training and employment

support

We can help people get into training

and employment and set up their own

businesses or social enterprises. Our award-

winning Working for ME project helps tenants

reach their goals by supporting them to start

businesses, attend training, find employment

and work placements.

Our Project Officer can help you access:

• Funding – including Business Support

Grants.

• Business training and support to help turn a

business idea into reality.

• Confidence and motivation training

workshops.

• Training courses.

Work with young peopleWe work with young people to make the most

of their lives, through projects in the arts, sport

and music. We think it’s really important to

help young people have a better future. That’s

why our Aspirations Youth Team is here to

inspire positive change in the lives of young

people to help them achieve their maximum

potential.

We employ experienced Youth Development

Officers with a range of skills and specialistknowledge. They work with organisations and

partnerships in the community and can help

young people develop their skills and link in

with exciting training and volunteering

opportunities.

Our youth team is involved

in lots of fun, local events

We can help

get you online

Helping our tenants and their families live

lives that are more fulfilled and financially

secure is as important to us as giving people

homes that are secure, warm and in the

places they want to live

“ I can now u se

Ance str y.com , F acebook

and emai l . T he Di gi tal

Incl u si on Offi cer Loui se i s

a ver y good moti vator and

her enthu si a sm i s

i nf ecti ou s."



you and your community

Parentingsupport

Our OK Kids project, which is funded by the BigLottery, supports families to improve theirparenting skills and establish a positive homelife.

From the comfort of their own home, families andparents of children up to age eight areencouraged to develop techniques and strategiesto help them deal with their children’s challengingbehaviour.

We know children’s behaviour can be affected by bereavement, financial problems or relationshipbreakdown. Our OK Kids Co-ordinators givepractical advice and tips to make family life morestructured and enjoyable in a variety of ways

including:• Giving you and your family useful tips on

how to deal with sleeping and eating

problems• Putting you in touch with experts whocan provide extra support• Providing links to parenting groups and

other child-care organisations

Contact us

Call the Community Regeneration

Team on 01633 212375 or email

CommunityRegenerationTeam

@seren-group.co.uk

Follow us on Twitter@ComRegenCharter

Our Money

Savers team gives

budgeting workshops

Our youth team

helps young people

realise their potential

We hold activities communities

can enjoy together

IT training

We can help you get online and use the

internet so you don’t miss out on the fast-

moving pace of technology. From informal

workshops to individual sessions, our

experienced Digital Inclusion

Officer can get you started

with IT and the internet

and can even help you

get low-cost

broadband and

cheap computers.

Activities in the

Community

We organise a

range of one-off

events and regular

activities in the

community. We have a

range of free weekly

activities taking place in

various locations – for detailscall us or visit our website.

Mone y savi n g

T he Mone y Saver s team hel p s

tenant s make the mo st of thei r

ca sh. F r om fi nd i n g chea per

uti l i t y tar i ff s and d i scount s , to

getti n g the r i ght benefi t and

savi n g s ad vi ce , the team

en sur e s that tenant s d on’t par t

wi th mor e mone y than the y

shoul d . T ur n to pa ge 26 to

fi nd out mor e.

Communityregeneration



you and your landlord

We believe our tenants should have a direct

say in the services they get from us. That’swhy we need you and your views to shape

our services

Here’s how you get involved:

Our Forward Together Panel is made

up of staff and tenants who assess

how we involve and work with our

tenants.

Tenant Assessors shadow a Charter team

for a month or more. With an enhanced

understanding of the team and service you will

be able to make recommendations on how we

can improve, making our services better for all

tenants. It’s also great office-based experience.

Adaptability is for those with a disability or

long term ill health issue. The group meets to

share experiences and discuss topical ideas

and projects.

We develop tenant and interest groups where

tenants want them. We appreciate that people

often like to meet over common interests, such

the environment, IT and health and wellbeing

and that’s why we also support interest

groups.

Contact magazine is issued several times a

year and our editorial team ensures it’s

something tenants want to read. If you have a

This year Adaptability is focussing

on sport taster sessions

Residents at Cwrt Tywn Carn

show off their gardening skills

Get involved

Tenant assessor Paul spent over 50

hours with the Neighbourhood Team

flair for writing, sparkling story ideas or

love reading, join today!

Our knowing me, knowing you activities

include short courses such as managing your

money, energy awareness, IT skills and

nuisance behaviour prevention workshops,

healthy eating courses and dance classes.

What’s in it for you?

Not only will you meet new

people, learn new things,

be listened to and help

us to improve but you

will be reimbursed for

any money you spend for

being involved. We can

also offer incentives,

including training, to

encourage you to be involved.

How to get involved:

Call: 01633 678503

Email: [email protected] us to get a copy of our Local Tenant

Participation Strategy – Moving Forward

Together.

“ It wa s ver y

i nf or mati ve

and hel pf ul –

mor e of the

same , pl ea se! ”

“ T he staff

at the tr ai ni n g se s si on s ar e

br i l l i ant and i t’ s

a pl ea sur e

to attend .”

©

B r a c e s



you and your money

The Money Savers team helps tenants make

the most of their cash. From finding cheaperutility tariffs and discounts, to getting the

right benefit and savings advice, the team

ensures that tenants don’t part with more

money than they should

Our Money Saving Officers are trained and

regulated by the Institute of Money Advisors.

Since the Money Savers project launched in

July 2009, it has saved tenants thousands of

pounds and dealt with more than 450 cases.

The team can also install energy-saving

devices and help with the Warm Home

Discount. Can they help you? Call the team on

01633 67851.

Why not save with a credit union?

A credit union is a financial co-operative

owned and run by its members, all of whom

live or work in the same area. By saving with a

credit union you become a member and have a

say in its operation. Unlike other financial

organisations, credit unions exist to serve their

members and not to make a profit from them.

Credit unions have members of all ages and

from all walks of life.

All credit unions are regulated by the Financial

Services Authority, the same body that

regulates banks and building societies, so any

money that you save will be safe! There are

legal guidelines set on how a credit union

should be run with regular checks and audits.

Joining is easy; you just need to fill out a

Money advice

The Money Savers can:

• Help tenants claim back wrongly levied

tax and utility bill charges

• Work with credit unions and MoneyLine

Cymru

• Give money-management workshops

• Lobby utility companies to stop unfair

payment tactics

• Work with the Wales Illegal Money

Lending to support tenants who haveused loan sharks

• Help people in our retirement living

properties and additional care schemes

to access the fairest utility rates

• Refer people for debt advice

Your localcredit unions:

Newport Newport Credit Union,5 Market Arcade, Newport

01633 214913

www.newportcreditunion.co.uk

Monmouthshire and Torfaen Gateway Credit Union 21 Commercial StreetPontypool01495 750020

www.gatewaycu.co.uk

Caerphilly Smart Money Credit Union

Abacus House Windsor Street

Caerphilly 02920 883751

www.smartmoneycreditunion.co.uk

Islwyn Credit Union Credit Union Building

Wesley RoadBlackwood01495 222832

www.islwyncu.co.uk

membership form, provide proof of address

and identification and pay a small joining fee.

In addition, if you open a new account, as a

Charter tenant, we will top it up with £10 for

you and pay your joining fees; if you already

have an account you can still top it up with

£10! Contact us on 01633 1375 or see

www.charterhousing.co.uk.

6



you and your neighbourhood

Nuisancepreventation

We take anti-social behaviour very seriously

and have a specialist team that deals with it.

Our team has been very effective in handling

tenants’ concerns

We’re not responsible for how our tenants

behave, and we’re not legally obliged to deal

with anti-social behaviour. However, we know

it’s important to you, so we have promised to

tackle it.

There are several ways that we can help,

including the Resolve Assessment Service,

which is an early response, impartial service

carried out by Resolve Assessors

where low-level or initial anti-social behaviour

is reported to us. They will visit both parties

and assist them in finding resolutions.

Outreach Support is there to support both

those that complain about and commit anti-

social behaviour.

Our Enforcement Service will deal quickly and

properly with proven cases of anti-social

behaviour using legal and non-legal remedies.

We work closely with other agencies such as

the Police, and all our staff are highly-trained.

Please work with us so we can help you.

How we can support you

We will:

• Quickly investigate a complaint of anti-social behaviour.

• Begin investigations within one day where

there has been violence or the threat of

violence.

• Let you know what you have to do to help

us deal with your problem.

• Use a range of legal and non-legal solutions

to stop the bad behaviour.

• Work with other agencies if we need extra

help or they are more suited to deal with the

problem.• Let you know if we can’t take action, and why.

• Respect your privacy. We won’t tell anyone

who you are unless you say we can. Any

information you give us is protected under

the Data Protection Act. However this may

limit what action we can take on your behalf.

Anti-Social

Behaviour Anti-Social Behaviour is defined as behaviourcapable of causing nuisance or annoyance toany person and directly or indirectly affects thehousing management functions of a relevantlandlord.

Anti-social behaviour can include the following:• Persistent nuisance.• Noisy neighbours.• Harassment and intimidation.• Unprovoked assault and/or aggressive

behaviour.• Nuisance caused by the effect of drug use

and/or dealing at a property.

• We’ll always try to respond to your written

complaint about anti-social behaviour in 10

working days and serious complaints (such

as violence or threats of violence) in one

working day. If we need to, we’ll take

immediate legal

action.T he team d eal s wi th an

aver a ge of 31 2 ca se s of

anti - soci al behavi our a year

Our mediation service can help

neighbours settle differences



Nuisance prevention:

case studies

Legal definitionsBecause we deal with nuisance behaviour, we oftenuse unfamiliar terms. Not sure what mediation or

ABC means? Read our definitions below. You canread the full list on www.charterhousing.co.uk

Nuisance Incident Logs – we require thecomplainants/victims to complete these in order for

us to assess the problems caused and determine theappropriate course of action. Without these logbooks we cannot normally pursue a case on a

victim’s behalf.

Mediation – this is an impartial service carried out by an independent mediation service. We cover themediator’s costs. It can help resolve issues betweentwo households and find common ground to allow parties to move forward without animosity.

Acceptable Behaviour Contract (ABC) – a non-legalcontract describing what future behaviour isacceptable or unacceptable. This is available forfamilies as a Family Behaviour Contract (FBC),making the household accountable for each other’sbehaviour.

Injunction – this is a court order telling a person over18 years of age (tenant, family member or visitor)

what they must not do. Where there is actual orserious threat of violence this may be obtained very quickly if the county court judge thinks it isappropriate.

Demotion of Tenancy – this is a court order which“demotes” a person’s tenancy to become less secure.If there are further issues the tenancy can be ended

without having to prove further anti-social behaviourto the court.

Possession – this is usually the last resort and wouldnormally be used when other interventions havefailed. At the hearing the court could give possessionof the property or suspended possession. If the courtgrants possession they will give a date for the tenantto leave the property. If someone has a startertenancy then possession can usually be granted by the county court without the need for a full hearingof the evidence.

Read our real-life case studies* which show

how we deal with different types of anti-

social behaviour

CASE STUDY: ILLEGAL DRUGS

Dean and Emily lived in a family house in

Newport. We were contacted by neighbours

who told us that they were dealing drugs. We

encouraged any concerned residents to

contact the Police regularly knowing that the

Police can use information from neighbours to

build up a case and execute a drugs warrant at

the property.

In time the Police not only raided Dean’s

property but also found a supply network that

he was involved with. The Police provided us

with details of what was found at Dean’s

property and Charter immediately served a

Notice Seeking Possession on Dean and Emily.

Due to a relationship breakdown, Emily left the

property, but Dean remained. During the time

that Dean lived at the property on his own the

Police raided a second time and found drugs

and money inside. The Police again provided

information about the raid to our team and

this was added to the possession application.

At court the district judge granted Charter an

outright possession order which meant Dean

had to leave his home on the date given by the

district judge.

CASE STUDY: CHANGING BEHAVIOUR

Sarah was struggling to cope in her first

tenancy after becoming a single mother of

four young children. We soon received

complaints about the children’s behaviour and

our Resolve Service was used. Our Outreach

Officer attempted to assist Sarah but she

refused to engage.



you and your neighbourhood

Help for you

Being a witness can be difficult. We will support you throughout the whole process and keep youup-to-date with what is happening. We will give

you action and support plans, plus extra security if you need it. We’ll stay in regular contact – by letter, by phone and/or by visiting you – and we’lltell you how other agencies can help. We’ll alsogive you an interpreter if you need one.

Anti-social behaviour

You might be annoyed by someone’s behaviour,but that doesn’t make it anti-social. You mightnot like hearing people swear in the street, orchildren playing outside your house but, unlessthey are up late at night or damaging property,

we can’t act on it. We hate bullying, but if youngchildren are being harassed, their parents need todeal with it. As a general rule the team is notinvolved in moving perpetrators or victims of antisocial behaviour.

Help us to help you We cannot take action on anonymous complaintsor petitions as we need to ensure they aren’tmalicious and unfounded. To do this, we have tospeak to the people making the complaint so that

we can best sort out their problems. We need toknow who is complaining and who is beingcomplained about in order to help.

Work with us We need people to realise that anti-social

behaviour is the responsibility of everyone wholives in the neighbourhood where it’s happening.If anti-social or criminal behaviour is reported and

you complete incident log books we can deal with the problems you are suffering more quickly and effectively.

Visit www.charterhousing.co.uk for

more information, or contact the team

on 01633 212375.

*All names have been changed to protect identities

The family moved house to another area of

Newport but complaints about the children

soon started; they were skipping school and

causing problems in the streets.

Loan shark

We discovered that Sarah was struggling with

debt due to an addiction and had used a local

loan shark, so we helped her improve her

independent living skills. The family moved

again to start afresh.

Before long a neighbour began complaining

about the children who were again left to their

own devices. The Police also received reports

of anti social and criminal behaviour by the

older children. The neighbour worked with us

by completing log books, to help us determine

how to resolve the situation. We called Sarah

into the office to discuss her tenancy

responsibilities and offer appropriate support

options.

We considered a Family Behaviour Contract

but felt they needed more intensive support,

so we made a referral to The Family

Intervention Project, (FIP), which is a joint

Charter and Solas project. The FIP is linkedwith the Nuisance Prevention Team and

supports families at risk of losing their home.

They help with all aspects of living in a

property, from giving parenting and budgeting

skills to advocating with other agencies.

Time to change

The neighbour was willing to give Sarah’s

family time to change. Initially, Sarah was

reluctant to accept support from the FIP,

despite being offered help with budgeting,living skills and parenting. However, when

Sarah engaged the children began to respect

their mum and home; family relationships and

school attendance improved and the Police

had far fewer complaints.

Our team has received no new complaints from

neighbours or the Police for several months.

We work closely with all our support teams and

other agencies to get the best result for our

tenants because we want people to livepeacefully in their homes. We don’t consider

Court action as the only, or first, remedy where

other options are more appropriate.

Read more case studies at




Our homes

We have homes in Newport, Monmouthshire,Torfaen and Caerphilly. For all areas except

Caerphilly, our homes are allocated through a

common housing register in each local

authority area.

Newport

There is one common housing

register in Newport for social

housing; you only have to

register once to apply for all

social housing in Newport. You can register

online at www.homeoptionsnewport.co.uk

Once registered you can then apply for

properties advertised on the weekly Home

Options Newport advert.

Monmouthshire

Monmouthshire has one

waiting list for all council and

housing association properties;

contact Monmouthshire Homesearch on 085

67777 or visit

www.monmouthshirehomessearch.co.uk to

complete an application form. Properties in

Monmouthshire, including all Charter

properties, are advertised on the

Monmouthshire Homesearch advert each

fortnight.

Torfaen

For housing in the Torfaen

area, including all Charter

properties, please contact

Torfaen Homeseeker on 0195709 or www.torfaenhomeseeker.org.uk to

complete an application form.

Caerphilly

Contact the Charter Lettings

Team on 01633 678517 about

properties in the Caerphilly

area, so we can complete an application form

with you.

Exchanging your homeIf you are an assured tenant you may be able

to move via a mutual exchange, which is where

you ‘swap’ your home and tenancy with

another tenant. We work with HomeSwapper

to provide a free service for our tenants

Options formoving home

We offer a number of options for moving;

read on to find out what you can do and howwe can help you

If you would like to move from your current

home to a different size property or to a

different area there are a number of options

you can consider. Call us on 01633 678517 if

you have any queries or if you would like us to

visit you to pre-inspect your property.

Checks before you can move

If you become shortlisted for a property we

will arrange to visit you at home and ask to see

the following proofs:

• Proof of identity for all your household, such

as passport, driving licence, or your birth

certificate.

• Proof of income for benefits or wages.

• Proof of address such as a utility bill; council

tax bill, or an official letter addressed to you.

• If you are overcrowded we may also ask for

proof of address for the other people living

at your address.

We will ensure that you are claiming all the

benefits you are entitled to and we will talk to

you about the running costs of your new home

and whether you can afford it. To be able to

transfer, your home must be reasonably

decorated and there must be no damage to

your property that would lead to a

rechargeable repair. You may not be able to

move if your home does not meet the

standard.

We can offer the chance tobuy a new home through our

shared ownership scheme

0



you and your options

looking to move. The service is designed to

help you to find somebody who is willing to

swap with you.

HomeSwapper holds a list ofthousands of tenants

across the country

wanting to swap their

properties. You need to

register the area and

type of property in

which you are interested

and then you will be

matched up to people

who may be interested in

swapping with you. To

register on HomeSwapper

please visit www.homeswapper.co.uk

Once you find an exchange you must contact

your Neighborhood Manager on 01633

678539 to complete an application form.

There are a number of checks we make before

you can exchange, for example, you must have

a clear rent account and your home must

be in good

condition.Starter

tenants can’t

exchange

within their 12

month

probationary period. We can refuse an

exchange application for reasons outlined in

the Housing Act 1985; when you apply we will

give you these details.

Buying your homeA number of options may be open to you if

you wish to consider home ownership. If you

are a current tenant and your property was

built after 1997, you may have the right to

acquire it with a discount of up to £16,000.

We can also offer the chance to buy a new

home through our shared ownership scheme,

which enables you to purchase between 40%

and 70% of a new property while paying an

affordable rent to us for the remaining share.

Customers who buy through this scheme

usually have a household income of £25,000

or more, and can buy out the remaining share

when they can afford to do so. The combined

monthly cost of a shared ownership mortgage

Retirement Living

If you are over 55 and are looking to move ordownsize to a smaller property we have homesacross Caerphilly, Newport and Monmouthshirethat are managed by our Retirement Living Team.

We have Retirement Living properties in Newportand Abergavenny, as well as an extra care

housing scheme in Blackwood.

Additionally we have Independent Livingapartments such as Cwrt Twyn Carn in Cwmcarnand Monarch Court in Caldicot that are exclusively for people over the age of 55. If you areinterested in moving to one of these properties inNewport or Monmouthshire you will need toapply to the common housing register in each of those areas. For accommodation in Caerphilly please call us on 01633 212375 so we can

register you.

and rent is comparable to renting in the private

sector, and cheaper than buying on the open

market. Contact our sales team for more

details on 01633 679977.

Other renting options

We also have private properties to rent

in Monmouthshire, Torfaen, Newport

and Caerphilly at less than you would

pay in the private sector. You won’t

have to pay any of the usual sign up

or administration fees that other

agents impose.

Ur gent move s

If you have an ur gent

r ea son to move , such a s

mobi l i t y pr obl em s , d ome sti c

vi ol ence or har a s sment you

ma y be gi ven pr i or i t y whi ch

wi l l enabl e you to move

mor e qui ckl y. Cal l u s on

016 3 3 678517 f or mor e

i nf or mati on.

M onmouth shi r e , T or f aen and

N ew por t have common

hou si n g r e gi ster s ; a p pl y wi th

u s f or C aer phi l l y



Moving on:retirement living

Extra care at Cefn

Glas, Blackwood

Cefn Glas is a modern extra care scheme with 42self-contained one and two bedroom apartments

with emergency alarm systems. Designed for

people aged over 55 or people aged over 50 and with a disability, Cefn Glas supports independentliving. Extra care enables people to live in theirhome with dignity; tenants work with the ExtraCare Manager to establish a support plan, whichidentifies any information or practical help thetenant needs. There is a 24 hour care teampresence for those that need it.

Cefn Glas has facilities including a gift

shop, cafe, giant chess and boules pit

Monarch Court offers luxury livingin a popular Monmouthshire town

If you are over 55 and are looking to move or

downsize to a smaller property we have

homes across Caerphilly, Newport and

Monmouthshire that are managed by our

Retirement Living Team

If you are interested in moving to one of our

retirement living properties in Newport or

Monmouthshire you will need to apply to the

common housing register in each of those

areas. For accommodation in Caerphilly call us

on 01633 1375 so we can register you.

Independent living at CwrtTwyn Carn, Cwmcarn

This three-storey apartment block

offers independent living for people

aged 55 and over in 32 spacious, well-

equipped apartments available for leasehold

and rent.

Independent living at Monarch Court,

Caldicot

Monarch Court is a new luxury development

for over 55s of 33 one and two bedroomapartments. There’s secure door entry, a lift,

parking and a part time housing manager.

Cal l u s on

016 3 3 21 2 375

or see

www.char ter hou si n g.co.uk

to fi nd out about our

Reti r ement Li vi n g

o pti on s

Cwrt Twyn Carn is purpose-built

and has good transport links



you and your retirement

Summerhill House is in a quiet area of

Newport, but close to shops and transport

Residents enjoy peace of mind in

Pant y Celyn, an attractive canal-

side scheme in Malpas, Newport

Stratford House in the Gaer,

Newport offers lovely gardens

and an active social scene

Trinity Court is enclosed and

gated; it’s practically located in

central Newport

Kirby Daniel Court in Pill,

Newport has a communal lounge

and kitchen for socialising

When you move in a support plan will be

agreed with you; it will set out what support

you need and how it will be delivered. This

may mean visits or calls at specific times or

assistance to access services. We have five

retirement living properties throughout

Newport in Malpas, Maindee, the Gaer and Pill

and one in Abergavenny.

Call us on 01633 212375 or visit

www.charterhousing.co.uk for more

information

Retirement Living

Our retirement living homes offer secure living

in quiet locations with the added benefits of

support staff and communal facilities which

promote a genuine community feel. The

properties often have a choice of one or two

bed apartments, bedsits or houses. Tenants

can enjoy community events such as

luncheons and trips plus craft and exercise

classes.

During normal working hours, support staff

can give adviceand guidance

without

interfering with

your daily life.

While they are

trained to deal

with most

emergency situations, they do not provide a

nursing or care service, but can help arrange

any necessary services.

W e pl anted 2 29 tr a y s of

summer bed d i n g pl ant s

i n our Reti r ement Li vi n g

home s l a st year



you and your support

Other supportfor you

How we can support you. You can talk to

us about any problems you may have in

confidence

If you need help with your tenancy, we can

support you and put you in touch with other

professionals with specialist skills. The services

below may also be of use:

Debt

Call The National Debt Helpline on 0808 808000 or see www.nationaldebtline.co.uk

Parenting advice

Our in-house OK Kids project offers

professional support for families in crisis.

Call on 01633 1375 or see


Drug and alcohol abuse

Call the Wales Drug and Alcohol Helpline on

0808 808 3 or visit www.dan7.org.uk

Domestic abuse

Call the All-Wales Domestic Abuse helpline on

or see www.allwaleshelpline.org.uk or call

0808 8010 800

Anti-social behaviour

Talk to our trained team on 01633 1375 or

see www.charterhousing.co.uk

Age-related concerns

For aged-related problems, call Age UK on

0800 169 6565 or visit www.ageuk.org.uk

Gwent Police

Call the enquires line on

01633 838111 or ring

www.gwent.police.uk

For tenancy advice

Shelter

See www.shelter.org

or call 085 0755005

Updating us

It is important that we collect information aboutour tenants so we can improve what we do andplan our services better. With current informationon our tenants, we can ensure we provide theservices people want and need, so we don’t

waste money. It’s essential that you tell us of

changes in your family or contact details.

We often send out important information viamass texting; if we don’t have your latest mobilephone number we can’t update you with new services, offers or changes. It is vital that you fillin any surveys that we send you so we canensure our services improve.

We need to work with our tenants

to improve our service

Citizen’s Advice Bureau

For free and independent advice on legal and

money matters

Call 08 77 0 0 or visit

www.citizensadvice.org.uk

Disability support

See Disability Wales at

www.disabilitywales.org.uk or ring

09 088735

Other f or mat s

If you need thi s , or an y

other i nf or mati on on an y

of our ser vi ce s i n another

l an gua ge , pl ea se contact u s

on 016 3 3 21 2 375 or emai l

cu stomer ser vi ce steam@char ter hou si n g.co.uk



you and your views

Complaints,compliments and

suggestionsComplaints, compliments and suggestions

help us improve so please give us your

feedback

Complaints

We try and get our service right first time, but

appreciate that sometimes we get it wrong.

We take all complaints very seriously because

they help us improve and we want you to

enjoy your home. If you are unhappy in any

way with the service we provide, please tell us

so we can try to do something about it. On the

other hand, if you think we’ve got it right, we’d

like to hear from you.

Who can complain?

A complaint can be made by an individual, a

group of people or an organisation personally

affected by an action or failure to act by

Charter. A complainant can allow a

representative to make a complaint on their

behalf.

How can you complain?

If your complaint is of a general nature, we will

usually try to resolve it as soon as possible on

an informal basis. However, if this fails and you

wish to make a more formal complaint then

you can do so in the following ways:

In writing: Send a letter outlining your complaint.

By telephone: Explain the nature of your

complaint and a Customer Service Advisor will

take the details or pass you to someone who

can help.

By email: Send an e-mail outlining your

complaint to [email protected]

By visiting Exchange House, High Street,

Newport, NP0 1AA and speaking to amember of staff.

Still not happy?

You have the right to take your complaint to

the Public Services Ombudsman for Wales.

Their Complaints

Advice Team can

discuss the problem

with you, their role and

the way that they work.

The team can be contacted on

085 601 0987.

A booklet outlining how the service works is

available from Charter or you can contact the

Ombudsman direct at any time by writing to:

The Public Service Ombudsman for Wales

1 Ffordd yr Hen Gae, Pencoed CF35 5LJ

Or visit their web site at

www.ombudsman-wales.org.uk

Compliments and suggestions

Got great ideas on how we can improve?

Please let us know. We take all suggestions

seriously and consider how they can influence

our service. You can also give us your

suggestions via the methods above. Turn to

page 25 to read about our tenant assessor

programme.

F eed back on

your hand book

W hat d o you thi nk of your

new tenant s’ hand book?

Pl ea se l et u s know what

you thi nk. Get i n touch

vi a the contact

poi nt s above.

How we measure satisfaction

with our services

We frequently ask tenants what they think aboutour services and we regularly carry out a largetenants’ satisfaction survey by post. We use theresults to improve our services and toconcentrate on issues important to you. Theresults are also used to compare us with otherlandlords locally and nationally. We report theseresults in Contact magazine and on the website.

Each month we phone a number of tenants whohave used a service to ask them to rate it

between 1 and 10, where 10 is perfection. If youreceive one of these calls and score the serviceless than 10, we will ask you how we can

improve it.

charter housing tenant handbook

Documents