tenant handbook welcome - sandwell

YOUR INFORMATION GUIDE TO YOUR COUNCIL HOME

TENANT HANDBOOK

REF:02.17 QP 3.3-12/2

Welcome

www.sandwell.gov.uk

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www.sandwell.gov.uk

0121 368 1166

ContentsPages 1 - 2 A warm welcome

Pages 3 - 29 Repairs & maintenance to your home

Pages 30 - 34 Make yourself at home

Pages 35 - 38 Paying your rent and other charges

Pages 39 - 42 Your neighbourhood and community

Pages 43 - 45 Having your say and getting involved

Pages 46 - 56 Moving on or buying your home

Pages 57 - 58 Contacts and Information

A warm welcome from Sandwell Homes

Sandwell Homes | welcome pack

This section contains the following information:What is Sandwell Homes? / Services provided by Sandwell Homes /

The Sandwell Homes vision / Complaints, comments and compliments /

Services provided by Sandwell MBC.

This section contains the following information:Services provided by Sandwell Council / What you can expect from us /

Complaints, comments and compliments

Sandwell Council

A warm welcome 2

Services include: Providing homes via the Council’s Choice Based Letting Scheme

Running regeneration and renewal programmes for the borough and its citizens Providing general housing and neighburhood

advice to anyone who requests it Repairing and maintaining all Council homes and buildings

Managing Sheltered Housing and related services, such as Community Alarms

Investigating and taking action on anti-social behaviour (ASB) by Council tenants

Helping tenants who need assistance with home insurance cover

Collecting rent Providing a caretaking and cleaning service on flatted estates

Keeping estates clean, safe and tidy Encouraging resident involvement Providing general housing and neighbourhood advice to anyone who requests it

Investigating homelessness applications and rehousing where appropriate

Sandwell Council is committed to providing a service that puts you first. We want you to help us develop the delivery of housing services to your community.

Complaints, comments and complimentsWe are always looking to improve the way we operate. We need you to let us know when we do something well or when we haven’t got it right.

l All complaints are treated seriously and investigated by a senior employee who will write to you with the outcome.

l All complaints are dealt with in the strictest of confidence.

You can make a complaint, compliment or comment by emailing [email protected] or calling 0121 368 1166. If you are still dissatisfied with our findings you have the right to contact your Local Government (Housing) Ombudsman.

We hope you enjoy a long and happy tenancy.

We hope you will be extremely happy with your home and that you enjoy a long and comfortable tenancy with us.

This handbook has been designed to help achieve that, by providing you with useful information about your home and your rights, as well as information about the services available to you.

Sandwell Council provide a wide range of services which are monitored so that you can be assured of high-quality housing and excellent services at all times.

Repairs & maintenance to your home


This section contains the following information:Reporting a repair / When will my repair get done? / Repair appointments

Access to your home / Whose responsibility is it? / Rechargeable repairs

Right to repair / Alterations to your home / Your step-by-step guide to

the most common repairs

This section contains the following information:Reporting a repair / When will my repair get done? / Repair appointments

Access to your home / Whose responsibility is it? / Re-chargeable repairs

Right to repair / Alterations to your home / Your step-by-step guide to

the most common repairs

Sandwell Council

SECTION - REPORTING A REPAIR

You should tell us as soon as possible when you think your home needs a repair. Your repair should be reported to our Customer Services Centre.

OPENING HOURS Monday - Friday 8.00am - 5.30pm

Operations & Development Centre, Roway Lane, Oldbury B69 3ES, Telephone: 0121 569 6000 Email: [email protected]

You can report your repair by phone, in writing, by e-mail or online at www.sandwell.gov.uk

When you report your repair (or if someone else is reporting it on your behalf) there is certain information we will need from you. Please have the following details ready:

Your name Your address and postcode A phone number where we can contact you during the day Tell us times / dates when someone will be in to allow access Tell us as much about the repair as possible (the handy step-by-step guide at the back of this section may help)

Any special details the person coming to your home should know i.e. if you have a disability and need time to answer the door

There is other information we may require depending on the type of repair. You may want to use the following table to record this information should we request it (see on page 5).

For emergencies between 5.30pm - 8am please see page 6 for contact details.

Maintaining your home 4

This handbook is designed to provide you with useful information about our repairs service. You should keep this information handy as it will help you when reporting a repair and in diagnosing the repair you need.


Item Location in your property

Water stopcock

Electric fuse box & trip switch

Gas-supply lever

Hot water cylinder

Central Heating boiler

Cold water tank

SECTION - WHEN WILL MY REPAIR GET DONE?

Repairs are divided into the following categoriesl Emergencyl Urgentl Non-urgent

Responsive ServiceThe Operational and Development Centre offers a borough-wide response service for emergency, urgent and minor repairs. Based at Roway Lane in Oldbury, our multi-skilled employees will carry out emergency/urgent repairs, such as a burst pipe and faulty door locks etc as a priority.

Emergency Repairs > PRIORITY 0

We aim to respond to emergency repairs and complete or make safe within 24 hours. An emergency is where action is required to remove a danger to the property, occupants or its visitors, or is a risk to the health of someone.

The following would be classed as emergency repair items:

Total loss of electric power Unsafe lighting socket or electrical fitting Total loss of water supply Total or partial loss of gas supply Blocked flue to open fire or boiler Total loss of heating Blocked or leaking foul drain, soil stack Toilet not flushing (when there is no other toilet at the dwelling)

Insecure external window, door or lock Total loss of lighting Partial loss of power, but only when it is a danger to health and safety (essential equipment such as a stair lift or nebuliser)

Internal leaking or burst pipes (only when the tenant cannot control the leak and there is a danger to the property and or belongings)

Burst tanks or cylinders Locked out (may be chargeable) Blocked toilet (only if toilet inside property) Blocked sink, bath or wash hand basin (in multi-storey blocks only)

Blocked refuse chutes in multi-storey blocks No central heating (between 31st October – 1st May)

Loss of water heating (between 31st October – 1st May)

Gale damage, fire, flood or explosion

Should you have any queries about a particular repair, you should contact theOperations and Development Centre.


Emergency repairs out of office hours

Sandwell Council provides an Emergency Call Out service that deals with emergency repairs outside of normal working hours, including weekends and bank holidays.

If you have an emergency repair when our offices are closed you can contact us FREE on

TEL: 0800 844 112* Any misuse of the Emergency Call Out service will result in a charge to the occupier for the visit made.

The Emergency Call Out service only deals with emergencies, and does not respond to repairs which can be safely left until the following day. The teams usually only do temporary repairs or ‘make safe’.

Permanent repairs are left for normal working hours, so please do not expect the job to be fully completed during these hours.

Urgent Repairs > PRIORITY 1

We will respond to urgent repairs within 3 days.

The following would be classed as an urgent repair:

Partial loss of electric power Partial loss of water Blocked sink, bath or wash hand basin (Except in multi-storey blocks)

Taps that cannot be turned Rotten timber flooring or stair tread Door intercoms not working Extractor fans in kitchens or bathrooms (only when no window in the room is present)

Glass replacement (where security is affected) Leaking pipework or waste pipes Loss of water heating (between 30th April – 1st November)

Leaking roofs

Small Non-Urgent Repairs > PRIORITY 7

We will respond to small non-urgent repairs within 25 days. The following would be classed as small non-urgent work:l Plaster patch l Floorboardsl Internal door repairsl Air vents / bricks


Large Non-Urgent Repairs > PRIORITY 9

We will respond to 98% of large non-urgent repairs within 30 days.

The following would be classed as large non-urgent work:

l Privacy fencingl Renewal of guttering and down pipesl Renewal of kitchen units and sinksl Renewal of baths or complete suitesl Renewal of front or rear doors and/or framesl Renewal of internal doors and/or framesl Plasteringl Damp proof course work

On occasions, work of a specialist nature such as asbestos removal, damp proof course injection and PVCu window replacement will take a little longer than 30 days.

Cyclical

This is when work is carried out periodically to prolong the life of the building component and avoid either expensive repairs or a complete breakdown.

The following would be classed as cyclical repairs:l Gas Servicingl Electrical cyclical maintenancel Communal decorations to low-rise properties

SANDWELL IMPROVEMENT PROGRAMMESOur improvement programmes are a process whereby homes are improved in order to reduce the amount of day-to-day repairs. Properties can benefit from a range of solutions and each home is assessed individually to determine what improvements can be carried out.

This is one of the most cost effective ways of keeping properties in a good state of repair.

The council is committed to investing in homes, communities and neighbourhoods across Sandwell and have announced a number of improvement programmes that will help improve the condition of council housing including:

l Low-rise internal improvements; kitchens, bathrooms, central heating, rewiring and external work including windows where they are single glazed to estates that were not visited during the decent homes programme.l High-rise improvements; external refurbishment and communal areas including landscaping and parking improvements.l Single to double glazed window replacement; changing single glazed windows to double glazed, where required.l Energy efficiency programme; ensuring that all council homes benefit from affordable and efficient heating systems, and projects such as external wall insulation where homes are of solid wall construction. Whenever improvement programmes are due to take place we will send out the details beforehand.


There will be other programmes that may have an impact on you but we will get in touch with you before any work takes place to provide you with information and help you prepare for any works.

For more information and details about the investment programme as they’re announced, keep up to date at www.sandwell.gov.uk or look out for information being sent to you at home.

SECTION - REPAIRS APPOINTMENTSWe will send you an acknowledgement letter for each repair reported, so that you know it is being dealt with, along with your appointment details if applicable. We also now send reminder texts 7 days prior to an appointment and on the day before.

Where an appointment is required, you will be offered a morning or afternoon to suit your convenience. Unfortunately we cannot give a more specific time. A unique passcode will be given to the employee undertaking work in your home. This will be the order number you were provided when you reported the repair. Please check these details match to ensure the caller is a Sandwell Council employee.

If you have reported the repair and the appointment is not convenient, please contact the Operationsand Development Centre and they will rearrangeit for you.

Once an appointment has been made for you it is important that you are in when we call.

If you fail to contact us your repair will be cancelled.

Everyone who works for, or on behalf of Sandwell Council displays an identity card. You should insist that you are shown one before allowing anyone to enter your home.

If you are in doubt about the identity of a caller do not let them in. Take their ID; ask them to wait; shut the door; then call 0121 569 6000 and make sure they are who they say they are.

Never let anyone into your home, without first checking their ID. SECTION - ACCESS TO YOUR HOMEWe will at various times require access to yourproperty, for example to inspect a repair or service your gas appliances.

Under your tenancy agreement you must allow us access to your property at any time between 8am and 5.30pm and at any other time in an emergency. We will give prior notice where possible.

Access also includes moving furniture and lifting carpets yourself to allow repairs and inspections to be undertaken. Carpets are your responsibility; if they do have to be lifted to carry out a repair Sandwell Council cannot be held responsible. You are responsible for making sure furniture and carpets are moved out of the way, ready for work to be undertaken. If you are disabled and need assistance please contact us.

SECTION - WHOSE RESPONSIBILITY IS IT?Overleaf is a guide of responsibilities. This is not an exhaustive list however if you are unsure please contact The Operations and Development Centre.


Windows Sills

Doors Doors and Ironmongery

Walls

Major plastering and plastic vents

Minor plastering (cracks & small holes)

Wall Tiles (if fitted by Council)

Decorating

Floors

Concrete floors

Floor tiles (If fitted by Council)

Loose floor coverings and fitted carpets

Floorboards and joists

Skirting boards and architraves

Ceilings

Decoration (including patching artex)

Fireplaces

Fireplace

Sweeping chimney

Staircase Staircase, banisters, handrails

Bathroom

Bath panels

Boxing of pipe work (only if fitted by Council)

Slatted shelves in airing cupboard or drying cupboard

Kitchens

Kitchen cupboard (cupboards beyond repair will be replaced, but not necessarily to match existing units)

Kitchens Cupboard drawers

Cupboard door catches handles and hinges

Worktops (worktops beyond repair will be replaced but not necessarily to match the existing

Halls Hat and coat hooks

Electrical fixtures and fittings

Wiring, sockets, and light fittings (only if fitted by the Council)

Wired in smoke alarms

Independent smoke alarms (battery operated)

Pull cord strings

Consumer unit (fuse box)

Storage heater (only if owned by the Council)

Fires (only if owned by the Council)

Electric meter and supply

Cookers (only if owned by the Council)

Disconnection and re-connection of cooker not owned by the Council

Extractor fans

Immersion heater

Plumbing

Hot and cold services, tanks and overflows

Blocked WC or sinks, and baths

All taps, stop taps and valves

WC pans

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INTERNAL WORK INTERNAL WORK


Plumbing continued Baths

Wash hand basins

WC cisterns

Showers and trays (if fitted by Council)

WC seats

Plugs and chains to sinks and WHBS

Tap washers

Lagging of tanks and pipework

Sealant around baths WHB and sinks

Gas

Pipe work

Gas meter and supply

Gas fire (only if owned by the Council)

Radiators, valves, time clocks and thermostats

Boilers

Cooker (only if owned by the Council)

Disconnection and reconnection of cookers not owned by the Council

Adaptations for disabled people Social inclusion and health request

for an adaptation

Repair to already installed adaptation

Home Security Extra door or window locks (not key locking)

Security doors and chains and spy holes Security lights (fitted by Council)

Roof Chimneys

Roof structures inc tiles/slates etc

Guttering and rainwater pipes

Fascia boards soffits and barge boards

Walls and Canopies

External walls and rendering

Foundations

Canopies over doors (if fitted by Council)

Windows Window frames

Window catches and furniture to wooden frames

Glazing

Glazing in windows or doors where caused by criminal damage and reported to the Police (Crime number required)

Glazing all other reasons Doors Entrance door and frames

Entrance door locks and ironmongery (wear and tear only)

Door entry systems

Draught excluders

Drains and Pipes

Soil pipes and fittings

Drain pipes and gulleys

Blocked drains

Inspection chambers

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SECTION - RECHARGEABLE REPAIRS

Tenants may be charged for any damage to their home or communal areas. Tenants MUST pay for a repair or replacement if the damage is caused deliberately through neglect or carelessness by themselves, members of their household, by visitors or friends.

Where the damage has been caused by a third party outside the tenant’s control, the charge will be waived if reported to the police and a crime number is produced.

Tenants can choose to carry out the work themselves but this work must then be inspected by a Sandwell Council representative and completed to their satisfaction.

In exceptional circumstances these charges can be waived or reduced. Examples may include but are not restricted to:l Senior citizens/living alonel Mental illness/learning difficultiesl Consequences of emergency action/accessl Defective fittings or appliances

Examples of repairs that will be charged:l Re-glazingl Lock changesl Contents clearance from vacated buildingl Storage of contents resulting from

abandonment or evictionl Damage resulting from do-it-yourself activities

(this may include neighbouring properties)l Damage to any fixtures, fittings or appliances l Damage to structure of the buildingl Void property left in unsatisfactory condition

(including the garden and outhouses)


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EXTERNAL WORK

Gardens and Boundaries

Gardens

Fencing only if fitted by Council and to match existing

Fencing (all other) unless adjacent to a public footpath

Front side or rear gates only if fitted by Council

Line posts /dryers only if fitted by Council

Car hard standings and driveways

Garages and Outbuildings Garage or outbuilding if owned by Council

Replacement padlocks to garage doors

Gaining Entry

Gaining entry to your home if you have locked yourself out (we can do this on your behalf but a charge will apply). Lost keys and replacement of locks (we can do this on your behalf but a charge will apply)

Gaining entry to your home because you are a victim of crime and reported to the Police (crime number required)

Communal areas Areas such as lifts, stairs, foyers etc.

You must keep your property clean, tidy and in good condition. This includes fixtures and fittings. When you end a tenancy, we will charge you any costs we have to pay in carrying out any cleaning and repairs.

You can find out more about this in your tenancy agreement.


Please note that this is not a full list and other repairs may be recharged.

SECTION - RIGHT TO REPAIR

The right to repair scheme ensures that small urgent repairs, which might affect your health, safety or security, are carried out quickly and easily.

Qualifying RepairsThe table below gives a list of repairs that qualify as determined by the “Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994”. A repair only qualifies if the cost of carrying out the work is less than £250.00.

REPAIR TIMESCALEElectricall Total loss of electrical power 1 working dayl Partial loss of electrical power 3 working daysl Unsafe power or lighting socket 1 working day

or electrical fitting

Heatingl Total loss

Between 31st October – 1st May 1 working day Between 30th April – 1st Nov 3 working days

l Total or partial loss of gas supply 1 working dayl Blocked flue to open fire or boiler 1 working day

Plumbingl Total loss of water supply 1 working dayl Partial loss of water supply 3 working daysl Blocked or leaking foul drain, 1 working day

soil stack or (where there is no other working toilet in the dwelling house) toilet pan

REPAIR TIMESCALEPlumbing continuedl Toilet not flushing (where there

is no other working toilet in the dwelling house) 1 working day

l Blocked sink, bath or basin 3 working daysl Tap which cannot be turned 3 working daysl Leaking from water or heating 1 working day

pipe tank cistern

Otherl Insecure external window, 1 working day

door or lockl Loose or detached banister 3 working days

or handraill Rotten timber flooring 3 working days

or stair treadl Leaking roof 7 working daysl Door entry – phone not working 7 working daysl Mechanical extractor fan 7 working days

in internal kitchen or bathroom not working

Where there is more than one repair required, the timescales are not added together.

ProceduresIf Sandwell Council fails to carry out a repair listed above, within the timescales given, and the cost of the repair is less than £250.00 you should write to: the General Manager, Repairs and Maintenance, Operations and Development Centre, Roway Lane, Oldbury, B69 3ES.

In the letter you should explain the details of the repair, when it was reported and when it was due to be carried out.


The General Manager will then arrange for another instruction to be given for the work to be carried out. You will be sent an acknowledgement letter with a new completion date.

If the work is still not carried out within the time limit on the acknowledgement letter, you should write to the General Repairs Manager again.

Explain the situation and claim the compensation due to you.

PLEASE NOTE - Compensation will only be paid if you have allowed access to your home at the appointed times.

CompensationIf after the 2nd instruction we have not completed the work by the completion date, the amount of compensation will be £10.00, plus £2.00 a day for every day the repair remains outstanding, up to a maximum of £50.00.

SECTION - ALTERATIONS YOU MAKE TO YOUR HOME

You can make alterations / changes to your home but you must write to the Operations and Development Centre, Roway Lane, Oldbury, B69 3ES or your Local Centre for permission (this does not include internal decorating). You cannot carry out any alterations or changes until you have written permission.

Examples of alterations that you need permission for, but are not restricted to:l Installation/renewal of central heating.l Installation/renewal of windows.l Removing walls or partitions (or part of).

l Installation/renewal of verandahs, porches, conservatories etc.

l Installation of driveways.l Installation/renewal kitchen units and worktops etc.l Installation of bathroom suites/showers.l Painting of external doors, windows and walls.l Installation of gates and/or fencing.l Removal/pruning of trees.

Your request will not be refused without good reason, but you must not start any work until you get written permission. You must also comply with any conditions that the council has imposed in your request.

Always remember - competent/qualified persons should carry out your alterations and certificates will have to be produced if any electrical or gas work is carried out.

Depending upon the work you have in mind, you may also need to get planning and or building regulation approval before starting work.

ASBESTOS CONTAINING MATERIALS

You may need to consider if the works you propose could disturb asbestos containing materials. We will provide information and advice regarding this at the time of your request for permission. If you are in any doubt please contact the asbestos team on 0121 569 5077.

SECTION - YOUR STEP-BY-STEP GUIDE TO THE MOST COMMON REPAIRS

This section of the handbook is designed to help you diagnose your repair item quickly, and help us to provide a speedier, more efficient repairs service.

You may use the information in this section to give us accurate details of your repair.

By utilising this guide, try to be as specific as possible when describing your repair. The more detail we are given, the quicker we will be able to diagnose the problem and rectify the cause.

External Repair Items

GUTTERING AND RAINWATER PIPESInformation we need when you call us…Using the diagram here, check the following:l Is there a blockage in the system?

If so, where? (front, side or rear)l Is there a leak? If so, where? (front side or rear).l Are any of the sections broken? If so, how many?l Is your system iron or plastic?

Drains and waste pipes are blockedYour first step…l Check to see if you can remove the blockage yourself.

Information we need when you call us…l Where is the blockage?l Is water backing up in your toilet?l Is there any damage to your home i.e. flooding?

Waste pipes are leaking (see diagram overleaf)Your first step…l Stop using the appliance (sink, basin or bath) until we visit. This will prevent the leak from getting any worse or causing more damage.


stop end

swanneck

downpipebracket

downpipe

shoe

branch

bend

gutterbracket

union clip

hopperhead

stop endunion outlet

gutter union

gutter angle

ROOFSTiles or slates are missing (see diagram overleaf)Your first step…l If there is water leaking into your house that

could affect the electrics, switch off the power at the mains.

Information we need when you call us…l How many storeys does your house have?l Can you see from where the slates or tiles are

missing? If so, how many are missing and where are they front, rear or side).

l If there is water coming in from the roof, which rooms are affected?

l Try to prevent the leak from causing any more damage.

Damage to flat roofYour first step…l If there is water leaking into your house, that

could affect the electrics, switch off the power at the mains.

Information we need when you call us…l If there is water coming into your home,

which rooms are affected?l Try to prevent the leak from causing

any more damage.

CHIMNEYS(see diagram)Information we need when you call us…l Is the damage affecting the brick, chimney pot,

or lead flashing?l Is the chimney shared with your

neighbour’s property?



lead flashing

stack

chimney pots

valley

dormer

gable

upstand

barge board

ridge

hip

roof light

hipped end


WINDOWS (see diagram)Broken window pane

Information we need when you call us…l Is the window single or double-glazed?l Is it clear or patterned glass?l How did the damage happen?l If the breakage was a result of vandalism or crime,

you will need a police crime number before you report it (if you do not, we will not carry out the repair).

The window frame is jammed or sticking

Information we need when you call us…l What type of window is it? l What type of window frame is it? (Wood, plastic

or metal for example)l Which room is it in, and on what floor?l Can you see any reason for this? (i.e. loose putty,

rotting frames, etc)l Has the frame been recently painted?



moulding

top rail

top-hung casement

head

jamb

side-hungcasement

bottom rail

jamb mullion

cill

transform

head

jamb

windowsill

top rail

pivot hinge

catch

keepkeep

side railside rail

DOOR LOCKS

The striking plate for the lock should be fixed to the door frame.

If the lock is sticking you should try oiling it through the keyhole.

If you have lost or broken your key, you will be charged for us to force entry and change the lock.

Information we need when you call us…l Which lock is affected and is there a

second lock on the door?l What type of lock is it? (Refer to diagrams)l Has the door been forced open?l What is the door made of? (wood,

plastic, metal)l Is your home no longer secure?


DOORSThe door is jammed or sticking

Information we need when you call us…l Which door is affected? (Outside, or

internal door and what room)l If it is an outside doorl Can you see any reason for this?

(i.e. warping/bending)l Has the door been recently painted?l What type of door is it? l Are you unable to get into your home?l Have you had carpets fitted recently, which may

be preventing opening?

The glass in the door is broken

Information we need when you call us…l Which door is affected? (Outside, or internal door)l How was it broken?l Is your home no longer secure?l Is it single or double-glazed?l Is it clear or patterned glass?l What is the door made of?l If the breakage was a result of vandalism or

crime, we will require the incident to be reported to the Police and for you to provide us with the crime number.

l All other circumstantial work may be re-chargeable.

External Repair Items Internal Repair Items

mortice lock mortice latch

night latch (yale lock)

rim deadlock

rim lock


WALLS AND CEILINGSDamp

l Damp on ceilings may be caused by plumbing equipment, rainwater getting into the house, or faulty seals around baths, showers, etc.

l Damp caused by external factors, will only appear on external walls. Often near windows or close to gutters on rainwater pipes.

l Rising damp is caused by water from the ground getting into damp-proof courses. Sometimes causing floor tiles to lift and discoloured patches to appear on walls.

l Mould on walls is usually a symptom of condensation and can generally be just wiped clean. However, you should report it if the problem gets worse.

Information we need to know when you call us…l Does the damp only appear when it has

been raining?l Is the damp on an external or internal

wall/ceiling?l Is there damage to the inside of the property?l Is the damp patch near electrical items? If so,

these should be switched off until the repair has been carried out.

PlasterYou should report a bulging ceiling immediately.

There could be several reasons for plaster flaking off ceilings or walls. Many buildings experience some minor movement, which can cause plaster cracks. These should be dealt with by yourself when preparing to redecorate. If they re-occur you should contact the Repairs Contact Centre for an inspection.

JOINERYLoose floorboardsInformation we need when you call us…l Where is the problem?l How big an area is affected?

Uneven or broken stairs (see diagram)Information we need when you call us…l What part of the stairs is faulty?l Are the stairs part of your own home, or part of a

communal block?l How many stairs are affected?l Are the stairs wooden or concrete?

Internal Repair Items Internal Repair Items

handrail

wall string

baluster/ spindle

newell post

tread

riser

nosing

IN THE KITCHENCupboards (see diagram below)Information we need when you call us…l Which unit is damaged?l Which part of the unit is damaged?l What is the size and colour of the unit?l How did the damage happen?l If the handles are broken, what type are they?

The sink unit is blockedYour first step…l Check to see if you can clear the blockage yourself.

Information we need when you call us…l What caused/is causing the blockage?

WATERShutting off your water supply (see diagram)

At times we may need you to turn off your water supply. You should make sure you know where your stopcock is. It is wise to test it twice a year to make sure it is working. You can do this by shutting it off to check it closes, then opening it fully. Then close it slightly by turning it a little towards off.

Note – if you do have to turn off your water supply, you may also need to turn off your heating system.

Some items, such as a toilet cistern, have their own isolation valves, so the water supply to this item can be turned off without it affecting anything else in your property. If this is not the case, you may be able to turn the supply off at the gate valves on the pipes coming in from the cold/water tanks.



catch

shelf

hinges wall tiles

sink

sealant

drainer

worktop

stopcock

gate valve


LEAKSYour first step…l If the water is collecting near electrical fittings,

turn off the electricity at the mains (for more information refer to turning off the mains)

l If you have shut off the water supply, you may also have to turn off your central heating system and immersion heater.

Information we need when you call us…l If there is a leak, can you see where

the water is coming from?l Which item of equipment is affected?l Is the leak from the cold water or

hot-water supply?l How serious is the leak?l Are your electrics affected? If so turn off

immediately!

IN THE BATHROOMToilet (see diagram overleaf)l A toilet that will not empty when flushed is

possibly blocked in the pan outlet.l A leak can happen at the soil joint.l A leak can also happen on the flush pipe, or the

joint between it and the pan (the cone joint).

Overflow systemThere can be a problem with the cistern (see diagram), causing it not to fill up. If you lift the lid, you may be able to see if this is the case.

Your first step...l You may be able to take temporary action (see

diagram) while waiting for your toilet overflow to be repaired. Tie the float in the up position. This will close the ball valve and will shut off the water supply to the cistern.

l Turn off the cold water supply at the stopcock.

Information we need when you call us…l Which overflow is causing the problem?

(i.e. the toilet, the cold water tank, etc)l Where does the overflow run out?

(e.g. outside front, rear or side)l Is the overflow running continuously?

The toilet will not flushYour first step…l Has the water authority mentioned the

water may be turned off?l Lift the lid on the cistern to see if the flushing arm

has become detached from the siphon.

Information we need when you call us…l Is this the only toilet in the house?l Is the cistern filling properly?l Is the cold water supply running?l Are there any broken parts inside the cistern?

The toilet is leakingYour first step…l Try to prevent the leak from causing more damage.l Turn off the cold water supply at the stopcock.

Information we need when you call us…l How serious is the leak?l Is the pan cracked or are any pipes

or joints leaking?l Does the toilet only leak when it is flushed?

Internal Repair Items



For a temporary fix, tie the float in the up position to close the ball valve and shut off the water supply

handle

seat cover

seat

pan pan outlet

soil joint

soil pipe

water-supply pipe

flush pipe

cone joint

siphonpiston

overflow

flushingarm

float ball valve

Cistern


SINKS, BASINS, BATHS AND SHOWERSFaulty taps

1. TAP HEAD (handle) – may become loose.2. RETAINING SCREW – may be missing.3. WASHER – A worn washer may prevent the

tap from turning properly.4. BASE – A tap can also be loose or

leaking from the base..

Your first step…l You may need to turn off the water supply

at the stopcock

Information we need when you call us…l What type of tap is it?l Where is the tap? (i.e. kitchen, bathroom,

bath, sink, wash basin, etc).l What is the problem? (loose handle, dripping, etc).

Blocked sinkAll washbasins are fitted with a trap. Many have a bottle trap like the one pictured. These can be easily removed and cleaned if there is a blockage.

To clean a trap: l Make sure both taps are turned off.l Place a bucket or bowl underneath to catch water.l Unscrew the relevant sections and clean them out.l Replace the trap, making sure it is tightly fitted.

Damaged sink or basinInformation we need when you call us…l Is it your kitchen or bathroom sink that

is damaged?

l What is the problem? (i.e. blockage, leak or crack).l If the leak is on a supply pipe, is it the hot or cold?l If the sink is blocked, what type of trap is it?

Have you tried to clean it yourself?l How did the damage happen?


supply pipe

waste pipe

trap

1

2

3

4


supply pipes

overflow pipe

sealant

splashbacktiles

waste pipe bath panel

BathsDamaged sealant between the bath and the splashback tiles will need attention to prevent water seeping through.

Leaks may occur from:l Overflow – if the bath is overfilledl Waste pipes – when the bath is emptiedl Supply pipes – (at any time)

Your first step…l Check where the leak is coming from

(which pipes).l Check the sealant between the bath

and the splashback tiles.

Information we need when you call us…l If there is a leak, which pipe is it from?l If the leak is from a supply pipe, is it the

cold or hot water one?l If it is the overflow pipe, where does it

empty out?l If any of the tiles are damaged, how many?l Has the leak caused any other damage

to your home?

Water HeatersIt is common for homes to have a hot water cylinder. An electric immersion heater incorporating an integral thermostat to control the temperature heats the water.

If an immersion heater is fitted there will be a nearby power switch and perhaps a timer (Economy 7) similar to the one pictured.

It is also common for the cylinder to be heated from a boiler, which can be either independent of, or part of a central heating system.

The temperature of the water in this case may be controlled by a thermostat fixed to the outside of the cylinder, Economy Time switch for hot water, or, you may have a different type of heater in your home, such as a gas/fired instantaneous water heater.

Information we need when you call us…l What type of heating system do you have?l Do you have hot water at any time, or not at all?l Is the water cylinder hot, even when hot water is

coming through the taps?l Do you have any other ways of heating water in

your home?l Do you have water supply problems?

HEATING SYSTEMSThe radiator does not heat up(see diagram overleaf)If your radiator does not heat up, it may be due to air in the system. You should try to bleed them. This can be done with a radiator key.

Only open the valve enough to let the air out. Do not open it fully as hot water will flow out. When you open the valve it will hiss as the air passes through. Once the hissing stops and water starts to appear, the radiator is free of air and you should close the valve tightly.

Your first step…l Try bleeding the radiator (as shown in the

diagram overleaf).l Make sure the radiator valve is turned on fully.

Information we need when you call us…l Have you tried to bleed the radiator?l Is the room thermostat set high enough?

Faulty boilerYour first step…l Check to see if the power is still on.l Has the pilot light gone out?



gas-fired instantaneouswater heater

cylinder thermostat

cyclinder jacket

temperature control switch


l Is the boiler thermostat set high enough?l Is the room thermostat set high enough?

Information we need when you call us…l What type of heating system do you have?l What type of fuel does your system use?

(Gas, electric or solid fuel)l Does your heating system also provide

the hot water?

Electric heatingStorage heaters, convector heaters, panel heaters, wall fires.Your first step...l Ensure the control switch adjacent to the

heaters is in the ON position.l Ensure control settings are appropriately set.

Information we need when you call us…l What is the problem?l Which heater is it?l What is the make and model of the heater?l Are there any problems with your

electricity supply?

Note: Following a repair to a storage heater, you may need to wait for an overnight charge before it can be used again.

Safety Note: Do not put clothes, fabrics etc on the heaters. Do not block air outlet grilles. Do not sit or stand on the heater.

Smoke Detectors/Carbon Monoxide DetectorsDetectors should be checked weekly.l Check power supply indicator light is on

(mains type)l Test sounder for 10 secondsl Remove any contamination from external surfaces

with narrow nozzle vacuuml Do not remove batteries from detectorsl Do not paint external surfaces of detectors

Note – It will help the alarm stop if you create a supply of fresh air.Internal Repair Items

bleeding a radiator

thermostatic valve

central

heating pump

storage heater

ELECTRIC FITTINGSLights

Always take care with electrical equipment and fittings.

Problems such as flickering lights, exposed wires, overheating sockets, smell of burning or any event of a serious risk of life or property should be reported immediately.

Where possible the appropriate circuit e.g. lighting, power should be switched off.

Telephone the Customer Services Team immediately on 0121 569 6000. Outside normal working hours you should ring the emergency out of hours free phone:

0800 844112

Power failureMiniature Circuit Breakers (MCBs) Automatically switch off if there is a fault on the circuit and/or appliance

The Residual Current Circuit Breaker (RCCB) is a large switch with test button. This will also automatically switch off if there is a fault.

Your first step...l Check if your neighbours have also had a power

failure, if so this is a problem for your supply authority and you should contact them.

l If it is only affecting your home you should locate your consumer unit/fuse box and check if the RCCB or any of the MCBs are in the off position. Switch off main, switch reset RCCB/MCB and switch back on.

Loss of Supply to Power Sockets, Cookers, Lighting etc.l Check if any trip switches (RCCB/MCBs)

are in the off position.



pullcord

tube

diffuser

batten holders

bayonet

fitting

residual current

circuit breaker (RCCB)

miniature

circuit breaker (MCB)


l Switch off or unplug any appliances, cooking equipment or blown lighting bulb that may have caused the trip switch to operate.

l Reset any trip switches.l Switch off at main switch, identify and replace

any blown fuses (use correct rating fusewire or barrel fuse). Switch back on. If any trip switch fails to reset or fuses continue to blow contact the Operations and Development Centre.

If it is an appliance or tenant’s own fitting causing the loss of supply then it is your responsibility to have it repaired or replaced.

GASSandwell has its own Gas Services team responsible for carrying out the annual gas safety checks to all Council owned gas appliances, flue systems and gas pipework installed in your property.

We will also carry out repairs to Council owned gas appliances, providing the appliance has not been subjected to vandalism.

When Council-owned gas appliances become obsolete and spare parts are no longer available we will replace the appliance.

The tenant must pay for a repair if the damage is caused deliberately, through neglect or carelessness by yourself, members of your household, visitors or friends.

The following telephone numbers can be used for contacting the Gas Services team. Breakdown and appointments 0121 569 6000

Out of Hours Emergencies only 0800 844 112

An out of hours Emergency Call Out Service is available for the following situations only:

l Elderly/Disabled pensioners where the gas central heating system has failed totally and a visit has been requested. Even if alternative form of heating is available.

l Addresses where total heating failure has occurred and there is no alternative form of heating from any other source available.

l Excessive water leaking from central heating systems.

Suspected gas leaks or fumes from gas appliances must be reported to National Grid on their emergency freephone telephone number:

0800 111 999



Annual Gas Safety InspectionDuring the visit when the gas safety check is being carried out we will carry out a free of charge visual inspection on privately owned gas appliances. You will be informed of any defects noted on the appliance, which must be repaired by a gas safe registered installer of your choice.

Privately owned radiant log or coal fuel effect gas fires fitted to a class 1 flue or similar will have a free-of-charge gas safety check carried out. You will be informed of any defects noted on the appliance, which must be repaired by a Gas Safe registered installer of your choice.

The appointment for carrying out the annual gas safety checks on gas appliances will be made by the gas team who will send a letter to notify you 7-10 days prior to your appointment.

Sandwell Council has a legal obligation to ensure that all gas appliances, flues and gas pipework owned by them are checked for safety every year.

It is very much in the interest of the occupier of the property to allow access to the property on the appointed date to carry out this work as gas appliances that operate without regular safety checks can result in carbon monoxide poisoning and ultimately death.

If you fail to keep appointments and we are unable to gain access to your property on a number of occasions, arrangements will be made to gain entry by force and any costs associated with this course of action will be passed on to the tenant.

To avoid this action we ask for your co-operation in allowing our gas service engineer access to your property on the appointed date to carry out the works.


REDUCE THE RISK OF CARBON MONOXIDE POISONING

NEVER Use a gas appliance if you think it is not working correctly. Look out for signs that include yellow or orange flames, soot or staining around the appliance and pilot lights that frequently blow out.

NEVER Cover up a gas appliance.NEVER Block or obstruct any internal or externally

fixed ventilation grille or airbrick.NEVER Block or cover any internal or externally

fitted flue from a gas appliance.NEVER Allow an unqualified gas fitter or person

to install or carry out works on your gas appliances, or attempt the work yourself. (All qualified Gas fitters are registered with Gas Safe and must present an up to date Gas Safe identification card)

CARE! Whenever draft exclusion, double-glazing or a conservatory extension is fitted to a room containing a gas appliance, the appliance must be checked for safety as soon as the work is complete.

ALWAYS Allow your Landlord to complete these annual safety inspections.

GAS LEAKS

If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance: Turn your Gas supply off at the meter.

Please call the free National Grid Gas emergency line immediately on:

0800 111 999

This is a 24-hour emergency line. DO Turn off the meter at the control valve

DO Put out any naked flames

DO Open doors and windows

DO Keep people away from the affected area

DON’T Smoke or strike any matches

DON’T Turn electrical switches on or off

Make yourself at home


This section contains the following information:Quick reference on your tenancy / Rights and responsibilities /

Sheltered Housing Warden Service / Community Alarms /

Tenancy Support Service / Adaptions / Home insurance /

Home safety – do’s and dont’s

This section contains the following information:Quick reference on your tenancy / Rights and responsibilities / Community Alarms

/ Floating Support Service / Adaptions / Home insurance / Home safety – do’s and

dont’s

Sandwell Council

At your sign-up interview you will have signed your “Tenancy Agreement”. You should read through this document carefully as it is your contract with Sandwell Council, and it explains the conditions of your tenancy. Keep your copy of the Tenancy Agreement in this folder for safe keeping.

You may wish to record some of the information below for quick reference.

Your weekly rent

Service charges

Refuse collection day

Repairs number

Local Centre number 0121 569 6000

Helpful hints for moving inl Meter readings – you should arrange for final

meter readings to be taken at your old address e.g. gas, electricity. Failure to do this could result in you paying for someone else’s supply. It is advisable, for your own reference, to record meter readings when you move into your new home.

l Be prepared – try and do your packing in advance and mark everything clearly in bags or boxes to assist you with the move.

l Ask friends/family to assist you with the move beforehand.

Your tenancyAll new tenants are given an Introductory Tenancy for the first 12 months, becoming a Secure Tenant at the end of that period as long as the tenancy has been carried out satisfactorily

An Introductory Tenant does not enjoy the same rights as a Secure Tenant, for example you do not have automatic legal right to;

l Take in lodgersl Buy your Council homel Make improvements to your homel Exchange your homel Transfer to another landlord

However, you may apply for permission to take in a lodger, improve your home or exchange it. Visit your Local Centre for more details.

After the 12-month Introductory Tenancy period these rights are applicable under your Secure Tenancy.

Make yourself at home 31

Please note we would only end your tenancy if you break your agreement, in which case you may be evicted. You can only be evicted from your home via a Court Order. Eviction could be for specific reasons, the most common being;l Failure to pay rentl Obtaining a tenancy by giving false informationl Failing to keep to your tenancy agreement

Joint TenanciesMore than one person can hold a tenancy. This is known as a joint tenancy. Each tenant is jointly and individually responsible for abiding by the conditions of tenancy. Joint tenancies are usually offered to married couples. Other couples have to demonstrate that they have had a relationship for 12 months. Where a tenancy is “joint” all parties must be over 18 and must sign the tenancy agreement.

Your rightsAs a Secure Tenant you will have certain legal rights, these are outlined below. For more details refer to your Tenancy Agreement, or ask at your nearest Local Centre.

Right to consultation On any changes affecting your tenancy

Right to Mutual Exchange Swap your home with another willing party who is also a secure tenant

Right to Buy your home Please contact the Home Sales Team on 0121 569 5027/5029 to check your eligibility

Right to make improvements You may make improvements as long as they do not de-value your property (you must seek permission from your landlord first)

Right to take in lodgers/sub let You can take in lodgers without permission but it must not cause overcrowding. You should consult your local office as this may also affect your housing benefit entitlement.

Right to compensation You may have a right to compensation for certain improvements made to the property after 1 April 1994.

Right to manage Tenants may manage their own homes by negotiating a “management agreement” Sandwell Council.

Right to repair (see section on maintaining your home)

Right to access personal information You are entitled to view personal information that we hold about you on file or computer. (A fee may be charged for this service)

Right to take over a tenancy If the tenant dies, certain people have the right to take over the tenancy, as long as the deceased tenant did not take over the tenancy in the same way. These people are: A joint tenant, the tenant’s husband, wife or partner, or, a member of the family who has lived with the tenant for at least 12 months prior to his or her death.

For more details on the above rights, consult your Tenancy Agreement or contact your Local Centre.

Make yourself at homeMake yourself at home 32

Community AlarmA Community Alarm Service is also available,providing 24-hour emergency cover. Information onthis service is available by contacting the servicedirect on 0121 569 6800 or [email protected]. Informationon this service is also available from any SandwellLocal Centre.

How much does it cost?At the time of printing this handbook, weeklycharges start from as little as £4.40 per week or £57.20 for a quarter (three months), with a one off set up and installation fee of £25.

Floating Support ServiceSandwell Council provides a floating support service to new or current vulnerable tenants having trouble in managing their tenancy or setting up their home. Information on this service is available by contacting the service direct on 0121 569 5099 or email [email protected]

AdaptationsIf you are disabled and need adaptations to your home, please contact your Local Centre. If appropriate, an officer will visit your home to assess your needs.

We may be able to adapt your home to meet your needs or we may be able to arrange a transfer to more suitable accommodation. In some cases, financial assistance to help you with removal costs can be offered.

Home Contents InsuranceIs it important that as a tenant you make your own provision to cover the cost of replacement of your belongings due to events which are outside either

your own or Sandwell Council’s control. Typical events include water damage, sewerage damage, theft or fire etc.

What does the insurance coverOur SIMPLE policy provides cover for your possessions against (amongst other things) theft, flood and fire. Also included within the price is cover for loss of freezer food, lost or stolen keys and tenant’s liability. An option to extend your cover to include accidental damage is available with our SIMPLE PLUS cover. A full summary of cover is included on our application forms.

Do I have to pay any excess if I make a claim?No. Unlike most insurance policies, you do not have to pay the first part of the claim yourself.

How do I join the scheme?To join the scheme you will need to complete an application form, which you can obtain by contacting us on 0121 569 5024. Alternatively, you can collect one from any Local Centre. Once completed, please return the form to: Rent Control, Sandwell Council House, PO Box 2374, Oldbury, B69 3DE.

If you have any further questions...Please contact us on 0121 569 5024 and we will be delighted to answer any questions you may have. Alternatively, you can send an email to [email protected]

Safety in your homeIn the United Kingdom each year there are 60,000 accidents in the home. The home can be a dangerous place, and it’s vital that you and your family are aware of the dangers.


FIRE - Do’s and Dont’s

l Do guard open fires

l Do unplug electrical appliances if not in use

l Do check cigarettes have not been left burning

l Do ensure fire doors are closed

l Do check on a regular basis that your

smoke alarm is working

X Don’t put clothes directly on to heaters

to dry or air

X Don’t overload electrical points

X Don’t leave matches in easy reach of children

X Don’t leave chip pans unattended

X Don’t remove batteries from your smoke alarm

Gas and electricity suppliesAll council properties have an electrical supply and most have a gas supply. There are controls to turn off these supplies and for your own benefit you should know where these controls are.

ELECTRICITY - Do’s and Donts

l Do replace worn or damaged flexesl Do turn off mains electricity supply before

replacing a fusel Do use childproof covers on unused socketsl Do ensure all appliances are correctly connectedX Don’t use portable appliances in the bathroomX Don’t join two pieces of flex together with tapeX Don’t use damaged plugs

SOLID FUEL - Do’s and Donts

l ENSURE you use the correct solid fuell ENSURE rooms are adequately ventilatedl ENSURE the chimney is swept regularlyl If you have any problems contact your

Local Centre

GAS - Do’s and Donts

If you smell gas ring National Grid Gason 0800 111 999l Do open doors and windowsl Do check that gas appliances are switched offl Do turn off supply at the meterX Don’t operate electrical switchesX Don’t use a naked flame

Your gas appliances should be checked every year. Sandwell Council will send a contractor to your property to undertake these vital checks.Help us to help you by ensuring our contractor is able to access your property to do a gas safety inspection.

HOME SECURITY Do’s and Donts

l If you go out in the evening draw the curtains and leave a light on in the room as opposed to the halll Fit a timer device to a lamp to make a

property appear occupiedl Use heavy duty padlocks on garages and shedsl Chain the door before you open itl Always ask for callers identity cards. If you are

suspicious do not open the doorl Join or set up a Neighbourhood Watch Scheme (for

more details contact the National Neighbourhood Watch Association telephone 01902 481384.) (Membership is free.)l If you go away for a long period of time, notify

your Local Centre, drain down your hot water tank and unplug electrical appliancesl If you believe that there are criminal activities

taking place on your estate you may report this to Crime Stoppers anonymously on freephone 0800 555111

X Never leave your door key under the mat or on a piece of string behind the letterbox

X If you have ladders, padlock them on to something secure


Paying your rent and other charges


This section contains the following information:Ways to pay / Independent debt advice / Housing benefitThis section contains the following information:Ways to pay / Independent debt advice / Housing benefit / Affordable Credit

Sandwell Council

By Direct Debit – please complete the Direct Debit Mandate enclosed at the front of this pack

and return to your Local Centre.

Online at www.sandwell.gov.uk

By telephone – bank card payments on0121 368 1166.

At any UK Post Office – by cash, cheque or postal order.

Paypoint at any location which displays thePaypoint sign on the left. Cash payments only.

At any council cash office – by cash, cheque,postal order, bank card.

By post – send cheque or postal order (no cash) to Sandwell MBC, Council House, High Street, Smethwick, B66 3NT quoting your account number, name and address.

Please make all cheques payable to Sandwell MBC.

When do I need to pay my rent?Rent payments are due on a fortnightly basis. Youcan benefit from monthly payments by signing upto Direct Debit (which allows you to spread thecost over 12 monthly payments). The option to payyour account on a monthly basis by an alternativepayment method must be authorised by theRents Team and will not be acceptable without prior authorisation. If you are paid on a monthly basis, we strongly recommend you pay your rent by Direct Debit to avoid your account falling into arrears.

What are Rent Free Weeks?Your rent is calculated over 48 weeks and not 52,therefore, tenants have 4 ‘rent free weeks’ ina year. 1 in October, 1 in April and 2 over theChristmas period. Tenants in arrears areencouraged to continue to pay on these weeksas the full payment reduces their arrears as norent is charged for that week.

If you fail to keep up with your rent and any other property-related charges, you will fall into arrears. You will be sent letters advising you of the balance you owe and the amount you need to pay to clear your account. Please do not ignore these letters.

Paying your rent and other charges 36

Paying your rent is a condition of your tenancy. At your sign-up interview you will have received your rent payment card and details of the weekly rent, plus any other charges that may be due. You must pay these charges on time to avoid falling into arrears. For a hassle-free way to pay your rent we recommend Direct Debit as a preferred payment method. To help you, we can offer several alternative ways of paying your rent:

Telephone Banking at your bank’s call centre.Quote Sandwell Council’s account number 69624097 and sort code 60-15-39. You must also quote your rent account number.

If you do not contact us or arrange to repay the amount of money you owe within a reasonable time, further action may be taken against you.

This could result in legal proceedings being takenagainst you and may result in the loss of your home.

What to do if your account falls into arrears?If you are a Council Tenant and you have fallen intoarrears with rent payments you need to contact usurgently. Please contact the Rents Team:Telephone: 0121 368 1166 (option 2)Lines will be open from Monday – Friday 8am –8.00pm Email: [email protected]

If you are having difficulty meeting your rentpayments, we may be able to help you.Our advisors can:

• Refer you to the Citizens Advice Bureau for independent advice on your finances

• Book an appointment with a Welfare Rights Officer to help maximise your income

• Make a reasonable agreement with you to clear your arrears and take no further action if you keep to this agreement.

Where can I get independent advice on myfinances?There are several ways to get advice:

• Sandwell Citizens Advice Bureau (CAB) 0121 552 2022 www.citizensadvice.org.uk

• National DebtLine 0808 808 4000 www.nationaldebtline.org

How can I maximise my income?It is important that you make sure you are receivingall the benefits you are entitled to. The WelfareRights Unit can help you. For more informationplease contact the advice line on 0121 569 3158or enquire at your Local Centre.

Housing BenefitHousing Benefit is help towards paying your rent. If you are in receipt of benefits or are on a lowincome you may be entitled to housing benefit. Claims can only be assessed and paid once the revenues and benefits section have received all the required information. Housing benefit claim forms are available from Local Centres or bytelephone: 0845 351 0020. If you need assistancecompleting the claim form please call into either:Court House, West Bromwich or Sandwell CouncilHouse, Oldbury.

If you are already in receipt of Housing Benefit andthere is a change in your circumstances you mustcontact the Revenues and Benefits section as amatter of urgency. Failure to do this may result inyour benefit being overpaid or even stopped.

If you get a letter from the Revenues and Benefits Section about your Housing Benefit payments you must respond. Failure to respond will result in your benefit being stopped and you will be responsible for paying your rent.

Affordable CreditThe 6 Towns Credit Union can help tenants save and obtain affordable credit. The Credit Union can offer a cheaper alternative to borrowing from doorstep lenders or some high street shops. For further information, please contact the 6 Towns Credit Union direct on 0121 553 3110.

How is my rent calculated?Rent reformIn April 2002 the government introduced rentreforms for tenants of Social Landlords whichincluded Local Authorities and Housing Associations.


The Government aims of the national social housingrent reforms are as follows:

• Rents should remain affordable in the long term

• Rents should be fairer and less confusing for tenants

• The link between rents and the qualities which tenants value in properties should be closer

• Unjustifiable differences between the rents set by local authorities and by registered social landlords (Housing Associations) should be removed.

The factors that have been taken intoaccount include:

• Property size, based on number of bedrooms

• Relativity of local earnings to the national average so as to take account of affordability

• Relativity of individual property values to the national local authority average

Setting Target RentsThese factors have been set out in a formula forlocal authorities and housing associations to calculatetarget rents at the individual property level. Theelements of the formula are as follows:

• 70% of a property’s rent should be based on relative local earnings

• A bedroom weighting factor is applied to the above so that other things being equal, smaller properties have lower rents

• 30% of a property’s rent should be based on relative property values, the property value is based on social housing use and is fixed at January 1999 valuation levels

Protection for TenantsThe Government has introduced Rent Limits toprevent any excessively large increases falling onany tenants. The guidance imposes a cap to limitannual increases to inflation +0.5% plus amaximum of £2 per week.

Service ChargesIn the past the rent charged by the council hasincluded a sum for the rent of the dwelling and anamount for pooled service charges. The Governmentformula only applies to the rent you pay for yourhome. The Council has started to review theapplication of a separate service charge for thoseproperties, for example flats, where tenants receiveshared services such as cleaning and caretaking.The protection for tenants, outlined in the aboveparagraph, to limit annual rent increases, willalso apply to any service charge.


Your neighbourhood and community


This section contains the following information:Anti-social behaviour / Keeping pets / Pest control / Car parking /

Gardens / Bulky items / Running a business / Neighbourhood Street Warden Service /

Environment / Security and Concierge / Janitorial and Cleaning Service /

Low and high rise flatted estates

This section contains the following information:Anti-social behaviour / Keeping pets / Pest control / Car parking /

Gardens / Bulky items / Running a business / Neighbourhood Street Warden Service /

Environment / CCTV and Concierge / Caretaking and Cleaning Service /

Low and high-rise flatted estates

Sandwell Council

Neighbours can easily disturb one another withoutrealising it or meaning to. However, you should tryto be considerate towards your neighbours andthose who live around you.

Anti-Social BehaviourAnti-Social Behaviour (ASB) is any behaviour thatdisrupts the peace and comfort of other residents ornegatively affects their health and safety. ASB can be anything that prevents another person from enjoying their home, garden, estate or neighbourhood. The claim of ASB can be against an individual or group.

Examples of ASB:

• Noise

• Dumping rubbish

• Graffiti

• Causing damage to neighbours home or property

• Street drinking

• Intimidation and any form of harassment

You are responsible for the behaviour of everyperson living in or visiting your home includingchildren, other family members and visitors. You areresponsible for them in your home and anywhere inthe neighbourhood.

How to report ASBIn person at your local centre, by telephone 0121 368 1166, in writing, by email, via the website, or via your telephone handset for those in flatted accomodation with this facility.

How will Sandwell Council deal with a complaintof ASB?

• Interview the complainant and assess support needs

• Agree an action plan with the complainant

• Investigate the complaint, including talking to other residents

• Interview the perpetrator if permission is given by the complainant

• Work with other partners such as Police or Environmental Health to resolve the problem

• Keep the complainant informed All information given will be treated in confidence.

What different types of action we can take?

• Preventing behaviour using a full range of options including mediation and restorative justice between residents and use of Acceptable Behaviour Contracts (ABC’s) and Demoted Tenancies

• Applying for a Criminal Behaviour Order, Closure Order, Community Protection Notice or civic injunction against an individual who may or may not be a Council Tenant

• Enforcing the conditions in the tenancy agreement, which could lead to court action and, as a last resort, eviction

• Exclusion from the housing register

• Making estate improvements to reduce anti- social behaviour

• Issuing PSPO’s to control and manage behaviour

Your neighbourhood and community 40

Everyone has the right to enjoy life in their own way,as long as they do not upset other people who live nearby.

Being a good neighbour can have many advantages,and a friendly “hello” is always better than an exchangeof heated words.

Tips on how to be a good neighbour

• Think about your neighbour when doing something noisy e.g. loud music, and let them know beforehand especially if planning a party

• If your dog barks when left alone, arrange to leave it with a friend

• Remember that noise and vibration travels easily through walls and floors

• Be co-operative if asked by a neighbour to reduce noise

• Be responsible for the behaviour of your children

• Respect the fact that different people have different lifestyles, but do not impose your lifestyle on your neighbours

Keeping pets

A rigorous Pets Policy is being enforced that underpins section 12 of your Tenancy Agreement. Please refer to this for further guidance. • Dogs are not permitted in high rise flats or maisonettes

• Only domestic pets can be kept in council properties

• There are restrictions on the number of pets we will allow, and you cannot keep a pet that is likely to cause a nuisance to your neighbours or other visitors to your property

For further information please contact your neighbourhood officer at your Sandwell Local.

Pest Control

• A free service is available for the treatment of rats, mice, fleas, cockroaches and bed bugs.

• Advice is also available on the control of nonpublic health pests, including insects such as bees, wasps, ants, earwigs and silverfish. Contact the Pest Control Team on 0121 569 6600 for more details.

Car parking

• You may only park roadworthy vehicles that are taxed on our land

• You must not park any vehicle on grassed areas

• You should only park vehicles in garages, in designated parking areas, or on a proper driveway

• It is your responsibility to look after your own garden

• Overgrown gardens are not only an eyesore; they can also cause problems for your neighbours

• You must not store any bulky or unsightly items in your garden

• You must seek permission from Sandwell Council before parking large items such as trailers or caravans on your garden

• If you are unable to maintain your garden due to ill health or disability, there may be support and assistance you can call upon. Please contact your Local Centre for further details

• Photographs will be taken of front and rear gardens at post tenancy visit and at the beginning of the tenancy

• Neighbourhood Officers will make regular visits to inspect condition of gardens

• If you are planning to move home, this could be delayed if your garden is untidy. Disrection will be exercised in certain medical circumstances

• Enforcement action can be taken if your garden is not maintained. If you are struggling to maintain your garden we may be able to help. Please get in touch with your local office.

Your neighbourhood and community 49Your neighbourhood and community 41

Bulky items

• Arrangements can be made to collect bulky items. These will be removed from outside your home.

• If you live in a block of flats, either ask the concierge via your handset or your Local Centre if there is somewhere they can be placed awaiting removal. Never block communal walkways, stairwells, or communal areas.

For more details of this Council service or to book a collection, telephone 0845 359 7501. Please note that charges can apply.

Running a business

• If you want to run a business from your home you must obtain written consent from Sandwell Council.

• In considering your request we will want to be satisfied this will not cause inconvenience, nuisance, or annoyance to neighbours and satisfies planning regulations.

• For further details, please refer to your tenancy agreement or contact your local centre.

Sandwell Street Warden ServiceSandwell Street Wardens aim to improve the quality of life for local residents across flatted estates in Sandwell. The Wardens gather evidence and issue fixed penalty fines to assist in the reduction of crime and anti-social behaviour and provide high visibility patrols to reassure residents.

EnvironmentThe maintenance of common grassed areas, shrubbeds, trees etc is delivered by the Council’s ground-care services.

CCTV and Conciege ServiceOur service monitors public space Closed Circuit Television (CCTV) covering properties across the Borough as well as controlling communaldoor entry and access for properties on ourflatted estates.

Further information about the CCTV and Concierge service including codes of practice and performance reports can be found on the council website.

Caretaking and Cleaning ServiceA caretaking and cleaning service is provided 7 days a week (emergency cleaning at weekends). A schedule of services are displayed in high and low rise blocks. An out of hours emergency caretaking helpline is in operation - 0121 368 1166.

Low/High-Rise flatted estatesIf you live on a low-rise or high-rise flattedestates, there are other responsibilities andadditional services which are available.

For more information, contact: Estate ServicesGreenford HouseMaria StreetWest BromwichB70 6DX

Telephone: 0121 368 1166Email:[email protected], visit our website:www.sandwell.gov.uk

Your neighbourhood and community 42

Having your say and getting involved


This section contains the following information:Your right to be consulted / Sandwell Participation Agreement /

Tenants and Residents Associations / Ways to get involved / Paying expenses /

Sandwell Community Information and Participation Service Ltd (SCIP’s)

This section contains the following information:Your right to be consulted / Your involvement / Sandwell Community Information &

Participation Services Ltd (SCIPS)

Sandwell Council

Having your say and getting involved 44

Your right to be consultedAs a council tenant, or leaseholder, you have the right to be consulted on matters affecting your tenancy and the housing services you receive. There are a variety of different methods available to you to have your say.

Get involved with our Tenant Views ClubWe want customers to help shape our services by joining our Tenant Views Club.

We know not everyone has lots of spare time, so we’ve grouped the activities together based on how much time they take up.

Activities with one stopwatch usually take up to an hour every month.

Activities with two usually take up to two hours every few months.

Activities with three will need a longer commitment, around two hours once or twice every month.

Under 30 years group Our under 30 years group works with us to improve how we help young people to find work, training, apprenticeships and life skills (tenants only).

Estate auditors Estate auditors walk around neighbourhoods with us to help identify areas of concern, gather evidence and discuss options to resolve problems (tenants and residents).

Customer satisfaction surveys Fill in customer satisfaction surveys by phone, post, email, online or text message. This may suit tenants who would like to give feedback from the comfort of their home (tenants only).

In Your Neighbourhood events We run In Your Neighbourhood events in every council ward. You can come along and fill in a survey about issues in your area and we’ll use that information to take action (tenants and residents).

Hot topic meetings We arrange hot topic meetings for groups of tenants to get together and talk about a specific issue or interest affecting them (tenants only).

Mystery customers Mystery customers help us monitor our services from a customer’s point of view and give us feedback on how they think things can be improved. Mystery shopping exercises may only take a few hours to complete over the phone or face-to-face (tenants only).

Task and finish groups These groups meet to discuss issues like complaints, grounds maintenance or customer service (tenants only).

Tenant complaint panel Some tenants are invited to meet with officers to discuss complaints and our responses to them. Full training will be provided (tenants only).

Sandwell Council is committed to providing excellent services to all tenants, residents and leaseholders throughout the borough. To ensure that high standards are reached and maintained we need you to have your say.

Having your say and getting involved 45

Tenant review panel

The tenant review panel looks at issues relating to the council’s role as a landlord and provider of social housing (tenants only).

Tenant inspectors

Tenant inspectors are volunteers who inspect our services through face-to-face interviews with customers and staff, completing telephone surveys, auditing or mystery shopping. Inspections can take between two and six months depending on the nature of the service, with regular meetings throughout (tenants only).

All roles are voluntary and unpaid, but you will get valuable experience, you may receive training and you will help us to improve services for all of our customers.

If you would like to get involved with some of these activities to help us improve our services, please visit our website www.sandwell.gov.uk/getinvolved or for further information call 0121 569 6097.

Moving on or buying your home


This section contains the following information:Choice Based Lettings / Mutual exchange / Homeswapper /

Housing Associations / Ending your tenancy with us / Buying Your Home

This section contains the following information:Choice Based Lettings / Mutual exchange / Swap and Move /

Housing Associations / Ending your tenancy with us / Buying Your Home

Sandwell Council

Moving on or buying your home 47

We hope that you enjoy your home in peace and comfort and that you keep your tenancy for as long as possible. However, there may come a time when you feel you would like to move on to a new home and we also want to make this process as easy and stress-free as possible.

We operate a Choice Based Lettings Scheme in order to promote available homes to a wider audience. Every week properties are displayed in our Local Centres and also on our website at www.sandwell.gov.uk

Council properties and some RSL properties will be advertised through the scheme.

Expressions of interest are then invited from applicants who are registered on the housing waiting list.

Once the deadline for bids has expired, short-listingbegins in the following way:

1. Shortlists are created from all eligible applicants that have expressed an interest in each property.

2. Applicants that fulfil the property criteria are shortlisted in order of earliest registration date/banding level.

The home will then be offered to the next eligible household who is top of the shortlist.

Applying for a home

• You will need to fill in a Housing Registration form, which you can obtain from any Local Centre or online at www.sandwell.gov.uk

• If you need assistance filling in the form, one of our employees will help you.

• Your Housing Registration form will be checked to ensure you are eligible to apply for a property.

• If you do not qualify we will write to you and tell you the reasons why.

• If your request to join the housing waiting list is accepted we will register you and send you a letter with your housing registration number and information about what band your application has been placed into.

• Your identification and proof of residence will need to be confirmed as part of the application process.

The following guide shows the properties wenormally let according to each family size:

Bedsit Single persons

One bedroom flat Single persons/childless couples

Two bedroom flat Households with 1-4 persons Two bedroom Households with 1-4 persons maisonette

Three bedroom flat/ Households with 1-3 dependentmaisonette children or any combination of two or more persons

Two bedroom house Households with 1 child or 2 (parlour & non children parlour type)

Three bedroom Households with 2-3 childrenhouse (non parlour)

Three bedroom Households with 3 or more parlour house children

Four bedroom house Households with 4+ children

Bungalows Persons over the age of parlour house 55 or with a disability whose housing need is such that they require single level ground floor accommodation (subject to an Occupational Therapist recommendation)Extra Care Those with an assessed needSheltered Housing for supported extra care accommodation

Mutual ExchangeA mutual exchange is a property “swap” betweentwo or more secure tenants.

• You can usually swap home with a tenant who lives in Sandwell, a tenant from another council or a housing association tenant. Housing Association tenants will have a different type of tenancy known as an assured shorthold tenancy with different rights to a secure or introductory council tenancy.

• Your Local Centre has details of tenants who live in Sandwell who are interested in swapping their home. Ask for details.

• If you find someone to swap with you, you and the other person must each fill in a mutual exchange form and return them to your Local Centre.

• You cannot swap without permission of the landlord.

• We will let you know within six weeks if the exchange has been agreed. If it is refused we will tell you the reason why.

Swap and MoveThis is similar to a mutual exchange but;

• You can usually request a swap with any Council or Housing Association tenant in the country

• You can register for Swap and Moveonline at www.swapandmove.co.uk. or request a form from your Local Centre

• Once accepted onto the scheme you will be notified of possible swaps in the areas you have chosen

Housing AssociationsSome housing association properties will beadvertised through the current Sandwell CBLscheme. Customers can also approach registered social landloards directly to obtain advice about their own allocation policies. Please contact your Local Centre for details of Housing Associations in Sandwell.

What is a Housing Association?They are non-profit making organisations thatprovide properties for rent. They work in partnershipwith the Council. They are sometimes called registered social landlords (RSL’s).

What type of home do they provide?Housing Associations can provide a range of rentedaccommodation from apartments for single people to large family homes, sheltered housing for olderpeople may also be available.

How much rent do Housing Associations charge?Rent levels are dependent on the property type andlocation. Housing benefit is available in the sameway as for council tenants.


What type of agreement will I have with aHousing Association?Housing association tenants will normally haveassured tenancy agreements which have verysimilar terms and conditions to the secure tenanciesoffered by Sandwell Council. The one main difference is that most assured tenants do not have the right to buy the property they are living in. New tenants may be given an introductory tenancy.

Private LandlordsSome properties are owned by private individualswho then rent (or let) them out to people who arelooking for somewhere to live. These are calledprivate landlords and their properties are privatelyrented properties.

How does renting from a Private Landlorddiffer from renting Council or Housing Association(RSL) dwellings?These properties differ from Council or HousingAssociation properties in that they are usuallyindividual houses or flats, or houses turned into flats,not whole blocks or rows of houses.The rents may be higher than Council or HousingAssociation rents and they are often requested on acalendar monthly basis. If you are claiming HousingBenefit you may need to meet the shortfall if your Housing Benefit does not cover the c.

As a private tenant who will I contact about anyissues regarding my tenancy?Sometimes private landlords use letting or managingagents to either let and/or look after theirproperties. Depending upon the arrangements inplace tenants may either contact the ManagingAgent or the individual private landlord.

Ending your tenancy with usTo end your tenancy, you must do the following;l Give us at least 28 days’ noticel Allow us to inspect and assess the condition of your property (you may be recharged if repairs need to be carried out)l Make sure that your rent is up to datel Give us your new address in case we need to contact you. We will keep this information strictly confidentiall Make sure you remove all your belongings and leave your home neat and tidy, this includes your front and rear garden. If we have to clear your belongings or tidy your garden, we will have to charge you for the cost of doing sol Leave the property secure with all windows and doors shutl Return the keys to your local centre on the last day of your notice period. Failing to do so may result in another weeks’ rent being chargedl Arrange to have your mail redirected

Other people you may need to contactwhen you move…l Your gas and electricity suppliersl The water companyl British Telecom or the cable companyl Our Council Tax Officel Our Housing Benefit Office (if you claim)l The Department for Work and Pensionsl The Television Licensing Authority if you own a television


You must keep your property clean, tidy and in good condition. This includes fixtures and fittings. When you end a tenancy, we will charge you any costs we have to pay in carrying out any cleaning and repairs. If you are moving home this may cause a delay in the transfer.

You can find out more about this in your tenancy agreement.

Please be advised that the council does notand will not approach you at your address topromote this process, unless you ask us to do so.Some companies may do this and may be tryingto persuade you to do something which is ofbenefit to the company rather than you.

If you are concerned, please contact the HomeOwnership Unit for advice 0121 569 5027. Thegovernment is committed to allow tenantsto buy their homes.

The circumstances in which the Right to BuyCAN be exercised:l You may have the Right to Buy if you are a secure tenant and have been for three years.

The circumstances in which the Right to Buy CANNOT be exercised:X You cannot buy your home if a court makes a possession order, which says you must leave your home. Neither can you buy your home if you are an undischarged bankrupt.

X The Right to Buy cannot be exercised when a tenancy is held on a property which is sheltered housing. Special rules must be met in these cases. ‘Sheltered Housing’ normally means that the property is one of a group of such dwellings, where a warden service is provided, and that there is a common room nearby.X You cannot exercise the Right to Buy if it is a condition of employment that you live in the property to be near to your work ie. Resident Warden.X You cannot exercise the Right to Buy if there is a demolition order on the property.

The exceptions to the Right to Buy set out inschedule 5 of the ActYou do not have the Right to Buy if your home isparticularly suitable for occupation by elderlypersons, taking into account its location, size, design,heating system and other features; was let to you orthe previous tenant for occupation by a person aged60 or over, whether they were the tenant or not;and was first let (to you or someone else)before 1 January 1990.

The Housing (Right to Buy) (information to Secure Tenants)(England) Order 2005. Under the Right to Buy scheme, youcan buy your home at a price lower than the market value.This is because the length of time you have spent as a tenantentitles you to a discount. This leaflet describes the Right toBuy scheme as its works today. It is not a substitute forprofessional advice. It is a summary of the law relating toRight to Buy and it is not intended to be comprehensive.


This is in accordance with paragraph 11 of Schedule 5 to the Housing Act 1985. If you are denied onthese grounds, then you are able to ask a Residential Property Tribunal to decide if the decision is correct.This request must be made within 56 days after the Landlord has denied your application.

More information on this is available in the section ‘Your Right to Buy your Home’

The procedure for claiming the Right to Buy

Step by Stepguide toRight To Buy

APPLY TO BUY

landlord admits your right to buy

valuation

landlord sends notice telling youyour purchase price and conditions of sale

GET A SURVEY

if you disagree with the landlord’s valuation,ask for a determination by the District Valuer

WRITE TO LANDLORD TO EITHER:

PROCEED WITH APPLICATION

GET LEGAL ADVICE

GET MORTGAGE

ENSURE RENTS ACCOUNTS ARE CLEAR

COMPLETE

WITHDRAW


Applying to BuyForms can be issued through the post, bytelephoning the Home Ownership Unit on 0121 569 5029/5027, or by emailing request to [email protected] can also be downloaded from the websitewww.direct.gov.uk/rtb1. If this is your option, pleaseprint out the completed form and sign it beforereturning it to the Home Ownership Unit. Please readthe form carefully and complete as muchinformation as you can. Incomplete forms may be returned.

More information is available in the GovernmentBooklet ‘Your Right to Buy your Home’. You can download ‘Thinking of buying your council flat from www.directgov.gov.uk/rtb1. For further info on Right to Buy visit: www.directgov.uk/rtb

The information supplied on your form will be usedto decide whether you have the Right to Buy andhow much discount you will get.

If you have any difficulty, or would like to speakto someone before completing the form, pleasecontact the Home Ownership Unit on 0121 569 5029/5027 or in person at Providence Place, West Bromwich, West Midlands, B70 8SZ. You can also visit your Local Centre, if you prefer, and the team there will assist or contact the Home Ownership Unit for advice on your behalf.

If you have difficulty in visiting one of the CouncilOffices mentioned, a home visit can also bearranged by telephoning the Home Ownership Unit.

All completed forms should be signed and returnedto Sandwell Council House, PO Box 2374, Oldbury, B69 3DE.

Landlord’s Response Notice (form RTB2)Once your application has been received, theCouncil must send a Notice (form RTB2) tellingyou whether you have the Right to Buy. This Noticemust be issued within 4 weeks of the Councilreceiving the RTB1. If you have been a tenant withSandwell Council for less than 3 and have previous tenancies with another Local Authority, the Notice must be issued within 8 weeks. If it is decided that you do not have the Right to Buy your home, the reason will be stated on the Notice.

Each property is individually valued and if yourapplication is admitted and the property is ahouse, a valuation will be requested and you willreceive an appointment through the post. If theproperty is a flat or maisonette, a plan is drawn upand a Structural Report is necessary. You will becontacted to arrange a suitable appointment.The service charge calculation is also necessary.

When all these are available, a valuation isrequested and you will receive an appointmentthrough the post.

Landlord’s Offer NoticeOnce the valuation has been completed, theCouncil must issue a Landlord’s Offer Notice. Ifyour property is a house the Notice must be issuedwithin 8 weeks of issuing form RTB2, and if yourproperty is a flat or maisonette, then this Noticemust be issued within 12 weeks of issuingthe form RTB2.

The Notice is an important Legal document andwill form the basis of the sale of the property toyou. You should read it very carefully.

It will tell you five main things:l It will contain the names(s) of persons included in the application and the full address of the property.


l It will contain the price the Council thinks you should pay for it. To calculate this, the Council has the property valued as previously outlined, assesses the Market Value as at the date of your application, and then deducts the discount. If you have made improvements to the property, these will not be included in the market value.l It will give estimates of service charge and improvement costs expected if the property is a flat or maisonette.l It will describe any structural defects that are known.l It will contain terms and conditions which the Council thinks should be attached to the sale.

Calculation of discount entitlement Discount entitlement is calculated using thenumber of whole years that you have held a publicsector tenancy. The maximum discount allowedin cash is limited to £77,900 in the West Midlands.

On the next page there are two tables to illustratethe discounts available. The first table will give yousome idea of discount you could receive on avaluation of £65,000. The second table will giveyou some idea of discount you could receive on ahome valued at £100,000.

The figures are intended to be used as aguide only, specific information will suppliedupon submission of an application andsubsequent valuation. See tables overleaf.

The delay notice procedures for tenantsand CouncilMost sales go through the process quickly, butsometimes there are problems or delays. If theCouncil does not send you form RTB2 or theLandlord’s Offer Notice within the timesmentioned earlier, or the application is held up ata later stage in the process, you may be entitledto a reduction in the purchase price. To get thisreduction, you first need to fill in an Initial Noticeof Delay (form RTB6) and send it to the Council.You must give the Council one month to take thenext step in the sale process. The Council may sendyou a Counter Notice if a Response Notice or anOffer Notice has already been served, or there isno action that can be taken by the Council tospeed up the sale.

If the Council does not send you a counter noticewithin the time allowed, you can send the Councilan Operative Notice of Delay (form RTB8). The rentyou pay during the delay period will be taken offthe price of the property at the eventual sale ofthe property. If the Council delays the sale again,then this procedure can be repeated.


AN IDEA OF DISCOUNT YOU COULD RECEIVE FOR A PROPERTY VALUATION OF £65,000

3 35% £22,750 50% £32,500

5 35% £22,750 50% £32,500

10 40% £26,000 60% £39,000

15 45% £29,250 70% £45,500

20 50% £35,500 N/A

25 55% £32,500 N/A

30 60% £39,000 N/A

35 65% £42,500 N/A

40 70% £45,500 N/A

Qualifying period (years) Houses Flats/Maisonettes

AN IDEA OF DISCOUNT YOU COULD RECEIVE FOR A PROPERTY VALUATION OF £100,000

3 35% £35,000 44% £35,000

5 35% £35,000 50% £35,000

10 40% £40,000 60% £60,000

15 45% £45,000 70% £70,000

20 50% £50,000 N/A

25 55% £55,000 N/A

30 60% £60,000 N/A

35 65% £65,000 N/A

40 70% £70,000 N/A

Qualifying period (years) Houses Flats/Maisonettes

The forms RTB6 and RTB8 can be obtained bytelephoning Home Ownership Unit on 0121 5695029 where further advice can be offered. Section 131 of The Housing Act 1985 (as amended) states the discount shall not reduce the purchase price below the cost incurred by the council in building, purchasing or improving your dwelling. If your property has been recently built, acquired or improved, you may received a reduced discount or in some cases no discount at all.

If you have received the Landlord’s Offer Noticeand confirmed to the Council that you wish toproceed further with your purchase and delay thesale, the Council can issue a Notice under Section140 which asks that you complete the sale within56 days of the Notice. If you do not, the Council canissue a further Notice under Section 141 whichrequires you to complete the sale within a further56 days of the further Notice. If you donot, the application will be withdrawn.


Initial costsBuying your home is a major financialcommitment. Apart from paying for it in eithercash or with a mortgage, there will be other one-off costs of buying your home.

l Solicitor You will need to employ a solicitor or licensed conveyancer to look after the legal side of buying your home. Before employing anyone, always ask how much the advice will cost. Advice will be offered on the suitability of obtaining searches in relation to your home such as a Coal Mining report. The cost of these advices is varied and depends on the complexity of individual cases.

l Survey We recommend you have a survey of your home undertaken. These can cost between £250 and £1500, or more if your home has any special problems.

l Arranging a mortgage If you take out a mortgage loan, you may have to pay for the cost of arranging it and you also have to pay a valuation fee (average cost £1,000).

l Land Registry When the sale is completed, you must pay the Land Registry to register you as the new owner. The cost of this depends upon the value of the property.

l Stamp Duty You may have to pay stamp duty, which is a tax that people pay when becoming new homeowners.

Regular payments as an owner of a dwellingWhen you purchase your property, you will as ahome owner, incur other regular costs in relation tothe property which should be considered beforeyou purchase. This will indicate whether you willbe able to afford to both finance the actualpurchase of the property and then the continuedcosts of property ownership.

Some of the regular costs as well as the cost of themortgage loan repayment and mortgage paymentprotection, are things such as Buildings Insurance,Council Tax, Water/Sewage charges, Life Assurance,Gas, Electricity, Internal upkeep, Externalrepairs/improvements. This is of course notan exhaustive list.

If the property which you purchase is a flat ormaisonette, then it will have been sold to you on aLeasehold basis and in addition to the abovementioned, a yearly service charge is also payable.For this type of sale, there may be other significantcosts in relation to major works/improvementswhich may be carried out to the block/buildingin which your property is situated.

You will no longer be able to receive Housing Benefit.

Please be advised that your home may beat risk of repossession if you fall behind withmortgage repayments.


Property DeedsOnce a property is sold to you under the Right toBuy Scheme, the Council does not retain the Deedsto the property. These are issued to the Solicitorwho acted in the matter, then if the purchase isfinanced through a mortgage or loan, the Deedswill be forward to the Lender to be retained untilthe mortgage or loan is repaid.If the property is bought outright, then the Deedswill initially be issued to your Solicitor and adviceshould be given on how best to store securely.

Selling your propertyThe amount of discount to be repaid if a property isresold within 5 years is now a percentage of themarket value of the property when it is resold.

So if a sale was subject to a 50% discountentitlement, and the property was subsequentlyresold 18 months later, the discount repayable would be calculated on the current market value and would be 4/5 of 50%.

Example - If the initial valuation was £100,000 withdiscount of £26,000 this would equal 26%.If the new value was assessed at £150,000 and youwere selling in the second year, the repayablediscount would be £150,000 x 26% x 4/5 =£31,200.

Tenants who agree to sell their home to a third party during the discount period must repay some or all of their discount as if they had actually sold their home at the time of the agreement. This is dealt with as a clause in the Deed and is actioned by sellingSolicitors at time of resale. Owners who wish to resell their home within 10 years of it having been sold under the Right to Buy must first offer it at market value to their former landlord or to another body prescribed by the Secretary of State.


Contacts and Information


This section contains the following information:Useful contact details for housing and housing related services provided

by both Sandwell Homes and Sandwell MBC.

This section contains the following information:Useful contact details for housing and housing related services provided

by Sandwell Council.

Sandwell Council

Contacts and Information 58

The easiest way to find information and to get in touch is via our website www.sandwell.gov.uk

Further contact information:

0121 569 2200 General Enquiries 0121 368 1155 Revenues & Benefits 0121 368 1166 Housing Repairs 0121 368 1188 Registrars 0121 368 1177 Environment & Highways

EMERGENCY CONTACT DETAILS These numbers should only be called in an emergency outside our normal opening hours.

Emergency council house repairs - 0800 844 112 Emergency help for homelessness - 0121 569 6883Emergency social services contact numbers - 0121 569 2355 Severn Trent (Emergency sewerage or drain problems) - 0800 783 4444National Gas Emergency Service - 0800 111 999

tenant handbook welcome - sandwell

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