tenants handbook 2014

Tenants’ Handbook2014 Edition

Tenants Handbook 4.7.2014 _Layout 1 04/07/2014 15:48

2 Severnside Customer Service Office 01743 285 000 or 0300 300 059

Contents

Contact us:Call: 01743 285000 or 0300 300 0059

Visit: Severnside Housing, Brassey Road,Old Potts Way, Shrewsbury, SY3 7FA.

Email: [email protected]

Website: www.severnsidehousing.co.uk

Contents1. Welcome Page 3

2. Moving in Page 4

3. Safety and security Page 7

4. Paying your rent Page 10

5. Money matters Page 14

6. Having your say Page 15

7. Maintaining your home Page 19

8. Your rights and responsibilities Page 32

9. Housing with support Page 40

10. Moving on Page 43

11. Useful contacts Page 46


Visit: www.severnsidehousing.co.uk • Email: [email protected] 3

Welcome

1. WelcomeThis handbook aims to give you some useful information aboutyour home, your tenancy, and the services Severnside provides.

It tells you about your rights and responsibilities as a tenant ofSevernside, and sets out what you can expect from us as yourlandlord.

It has been written and designed with the help of tenants, tomake sure that it contains information that is useful to you, andanswers some of the most frequently asked questions.

If you need any more information about topics covered in thishandbook, we have a series of leaflets which explain things inmore detail. These are available from our Brassey Road offices.The leaflets are also on our website, which contains informationabout a wide variety of topics. Our website address is:www.severnsidehousing.co.uk

If you cannot find what you are looking for, or have extraquestions, please don’t hesitate to get in touch by calling 01743 285000 or 0300 300 0059, popping in to our offices, orsending us an email to [email protected]

We hope you find this handbook useful, but don’t expect you toread it from cover to cover straight away, so please hold on to itfor future reference.

Sarah Boden, Chief Executive



Moving in

2. Moving inWhat you can expect from your homeYour tenancy agreementGas, electricity and water suppliesHeating and hot waterInsurance

What you can expect from your homeWe worked with residents to agree a ‘lettable homes’ standard.Before we rent any property it must meet the standard, whichincludes being clean, secure and in a reasonable state of repair.

Your tenancy agreementWhen you moved into your home, you will have been asked tosign a tenancy agreement. This is a legal document that sets outwhat you can expect from us as your landlord, and whatresponsibilities you have. Please read the section of thishandbook called ‘Your rights and responsibilities’ to find out more.

Once you have read your tenancy agreement, keep it somewheresafe, perhaps with this handbook.

There are different types of tenancy and your agreement will makeclear which applies to you:

Assured tenancyThe majority of Severnside tenants are assured tenants. If you aretransferring from another Severnside property you will be given anassured tenancy. This type of tenancy means that you have alegal right to remain in your home as long as you keep to theterms of your tenancy agreement. We cannot evict you unless



Moving in

you have broken part of your agreement with us and we have acourt order to do so.

Starter tenanciesIf you are a new Severnside tenant, you will initially be given astarter tenancy. This usually lasts for 12 months after which timeyou will be offered an assured tenancy. If during the starterperiod you break your tenancy agreement in any way, thetenancy will be ended and you will have to give up your home.

Affordable rent fixed term tenanciesAffordable rent tenancies are different to assured tenancies inthat the rent will be charged at 80% of the market rate.Affordable rent tenancies are offered for a fixed period of time(usually five years), rather than a longer term assured tenancy. Afixed term is preceded by a probationary term or starter tenancywhich is a 12 month fixed term.

Joint tenancy You and your partner can apply to become joint tenants of yourhome. Each joint tenant is jointly and individually responsible forkeeping to the conditions of the tenancy agreement. That meansthat if one tenant breaks a tenancy condition, the other can alsobe held responsible. Please talk to your neighbourhood officerbefore deciding whether or not to become joint tenants.

Gas, electricity and water suppliesThe supply of gas, electricity and water to your home is yourresponsibility. That includes dealing with any fittings such aswater meters.

You can find out which utility companies previously supplied theproperty by calling providers. Read the section ‘Useful contacts’for telephone numbers.



Moving in

Let the suppliers know as soon as possible that you have movedin and give them the meter readings. We recommend that youalso keep a note of the meter readings for your own records.These can then be checked against your own bill.

Heating and hot waterCentral heating systems will be checked by a qualified engineerand tested during the time the home is empty to make sure theywork safely and correctly. We also check the electricalinstallations for your home to ensure correct installation.

All Severnside gas installations and appliances will be checkedby Gas Safe Register engineers to ensure they are correctlyfitted, safe to operate and meet current regulations.

Please note that tenants are responsible for their own gasappliances, and should arrange for these to be serviced annually.

InsuranceSevernside insures your home, but not your contents.

We strongly recommend that you take out home contentsinsurance. This must cover all of the items in your home, such aselectrical appliances, furniture, jewellery and other valuables.Otherwise, if there is a fire or a flood, or you get burgled, youcould lose everything you own.

You may have found it difficult to get insurance from mainstreaminsurers. There are several schemes designed to providecontents insurance for tenants living in social housing. They offerpeace of mind that, should the worst happen, you are covered.Please contact us on 01743 285000 or 0300 300 0059 to findout more or to ask for a leaflet on available schemes.



Safety and security

3. Safety and securityFire safetyGas safetyBurst or leaking pipesKeeping keys safeSecurityHome safety advice and tips

We want you and your family to stay safe and secure. These tipscould save your life or those of your family or neighbours. Morehome safety tips are available at http://bit.ly/1m4pUtB

Fire safetyPlease read through the following checklist to help keep you, yourfamily and your home safer from fire.• Fit smoke alarms on every level of your home• Test the batteries in your alarm once a week. Never remove them• Avoid leaving children in the kitchen alone when cooking on the hob– keep saucepan handles out of their reach

• Keep matches and lighters away from children• Take care when cooking with hot oil• Do not overload sockets with multiple plugs or extension leads• Switch off as many electrical appliances as possible at night and ifyou go away

• Put out cigarettes and candles properly. • Ensure candles are secured in a proper holder and kept away fromcurtains or fabrics

• Plan an escape route that everyone in the house knows• Does everyone in the home know where the door and window keys are?• Don’t tackle fires yourself – get out and stay out and call 999



Safety and security

• Check your home before you go to bed and close inside doors atnight to prevent a fire from spreading

• All fires and heaters should be guarded (do not dry clothes on them).• Do not smoke in bed.• Do not misuse fire extinguishers provided in communal areas.• Only use communal area fire extinguishers if you know how tooperate one and are sure it is the right one for the type of fire (seethe chart on http://bit.ly/1nw5AUF).

More information on fire safety tips and making a Fire EvacuationPlan is available on the Severnside Housing website athttp://bit.ly/1nw5AUF

Remember:• If your smoke alarm goes off in the night, don’t investigate –wake others and get out

• Don’t open any doors that feel warm• Keep escape routes clear• Don’t stop or go back for anything – phone the Fire Brigade• If you can’t get out, stay together in one room, close the doorand wait to be rescued.

Gas safetyIf gas appliances become faulty those using them are at risk ofcarbon monoxide poisoning. Carbon monoxide is a colourless,odourless gas which can kill.

To keep you safe from carbon monoxide poisoning, we willarrange for your gas pipework and central heating systems to beserviced every year.

We will contact you in advance to arrange an appointment. Pleasekeep your appointment and let the gas contractor into your homeso they can ensure your safety.



Safety and security

It is part of your Tenancy Agreement that you allow us access toyour home to carry out this important safety check every year.Failure to allow us reasonable access is a breach of your TenancyAgreement and could result in legal action being taken against you.

If you smell gas, call the National Grid on freephone 0800 111 999, and:• Put out cigarettes• Open doors and windows to let the gas escape• Turn off the gas supply at the meter• Don’t use any naked flames• Don’t use electrical switches as the spark could ignite the gas.

Burst or leaking pipesExtreme cold weather or faults can cause water pipes to burst orleak. If you spot a leak use your stopcock to turn off the waterthen report the problem to the Severnside Customer ServiceOffices.

Keeping keys safePlease make sure you have a spare key and keep it in a safeplace. If you have a relative who lives nearby, it can be useful toleave it with them. Severnside can arrange to have keys cut foryou, but there is a charge for this service.

SecurityDo not allow any strangers into your home without first seeingsome form of identification. All Severnside staff, or those workingon behalf of Severnside, will show identification at the door. If youare unsure, please call us before letting them in.

Home safety advice and tipsSevernside Housing has information available on a wide range of homesafety topics. Ask Customers Services or visit http://bit.ly/T2VT6q



Paying your rent

4. Paying your rentRent paymentWhen rent is dueHow rents are setService charges

As a not-for-profit organisation, the rent money received bySevernside goes back into improving and maintaining homes andcommunal areas, as well as helping us to run the organisation.

Rent paymentWhen you start your tenancy agreement, you will be given yourunique Allpay swipecard. You can use this card to pay your rentin the following ways:• Through PayPoint points that are located in the Post Officeand some shops.

• By Direct Debit. Ask your neighbourhood Officer for formsand they will assist you through the process.

• Though your smartphone. Download the Allpays PaymentApp and pay your rent quickly and easily with your 19 digitAllpay reference number, which is found on the front of yourAllpay swipecard.

• Online at www.allpayments.net • Over the phone: You can pay your rent using yourdebit/credit card, along with your Allpay swipecard, over thetelephone. Call the interactive voice response service on 0870 243 6040.

You can also pay your rent by telephoning or visiting theSevernside Customer Service Office.



Paying your rent

When rent is dueRent is due weekly or fortnightly in advance, depending on yourtenancy agreement. There are normally four collection-freeweeks each year. These are usually two weeks aroundChristmas and the last two weeks in March, however if you arein arrears you are advised to pay your rent during these periods.Collection free weeks do not apply for those Tenants orCustomers whose homes transferred from Touchstone HousingAssociation or Midland Heart. Details of all payment dates aresent out with the rent variation letters in February. You will alsobe sent a rent statement every three months.

How rents are setThe total weekly rent for your home is shown on your tenancyagreement and is reviewed every February for amendment onthe first Monday in April. You will be given four weeks’ notice ofany changes to your rent and have the option to end yourtenancy if you do not wish to continue this at the new charge.

The rents we charge are calculated using the Government’sdirection to the Housing Sector Regulator of May 2014. Allhousing associations and councils have to follow this to set theirrents. The policy takes into account the size and value of thehome and the average local earnings. We will not increase rentsby more than the government guidelines set for all HousingAssociations.

Service chargesWhat are service charges?Service charges cover the cost of any extra services we provideand are in addition to your normal weekly rent. Not everyonepays service charges and the cost can vary depending on howmany services you receive.



Paying your rent

Service charges are covered under the terms of your tenancyagreement and we will explain what extra services – if any – youare being charged for when you start your tenancy agreement.The total cost of the services being provided is shared betweenall those who use them. Please see the list below for examplesof different services we provide that you may be charged for.

What services do we charge for?We provide a wide range of extra services and the services youreceive will differ depending on the type of property you live in,where you live, and the type of tenancy agreement you hold with us.

The following list shows examples of some, but not all, of theservices we provide:• Heating and hot water• The cost of a warden/supported housing officer• TV aerials and sky dishes• Door entry systems• Un-adopted Roads/paths• Grounds maintenance/gardening services• Electricity supply• Lighting maintenance• Specialist adaptation servicing • Hard standing/garage area (car park space)• The cleaning of communal areas• Fire equipment protection servicing• Management fee.

How are service charges calculated?The total cost of the service provided is shared equally betweenall the properties who access, make use of, or benefit from theservice being provided.



Paying your rent

We ensure these charges are fair for everyone by using a mix offixed and variable yearly charges.

Variable chargesAt the start of the year we calculate what we think providing aparticular service will cost. We then share this cost between allthose receiving the service. These costs are monitoredthroughout the year and any adjustments (increases ordecreases) are carried through to the following year.

Our services are monitored regularly to ensure we continue toprovide good value for money.

Fixed chargesFixed charges are costs that do not change or fluctuate throughthe year.

We know at the start of year what the cost will be for providingthis service to you for the year and we share the cost equally toall those who receive that service.

Even if Severnside incur a price increase during the year, yourprice remains fixed and you will not be charged anything further.

When will I be told about any price charges?We will notify you in March of each year of any changes to yourservice. Any increases in cost will be implemented by the end ofMay at the latest.

How can I find out more information?If you will like more information on service charges and how theyare calculated please contact the Customer Service Office.



Money matters

5. Money mattersWhere to get helpWelfare benefit money advice and support

Changes in benefits and to the cost of living can make it hard tomanage your money. Rent is likely to be your biggest spend andthe most important.

Where to get helpIf you are having difficulty paying your rent, or think you may runinto problems, let us know immediately. We can then puttogether a payment plan to clear, or avoid, rent debt.

Our Employment and Money Advice Service offers free advice onmanaging your money including helping you access benefits andreduce any debts. Contact Customer Services for moreinformation.

We can also put you in touch with other organisations, such asthe Citizens’ Advice, who could offer further financial advice.

If you do not pay your rent and do not respond to our attemptsto help, we will use the courts to recover any money owing. Thiswill not only put your home at risk but will also involve courtcosts which you may have to pay. We may also start evictionproceedings as a last resort.

Welfare benefit money advice and supportOur Employment and Money Advice Service can help youunderstand your Welfare Benefits. Call them on 01743 285000or 0300 300 0059. You can also speak to Shropshire Council’sBenefits Service by calling 0345 678 9001 or [email protected]



Having your say

6. Having your sayHow to get involvedTenants’ Resource CentreWork with the BoardASTARTenant consultationQuestionnaires and surveysEstates WalkaboutsPillarComplaints and feedback

How to get involvedWe believe tenants play a vital part in our work to improve homesand services. We always want to hear your views and give you achance to get involved in your community – in ways which suityou. Our Community Development Team can tell you more aboutopportunities including formal tenants’ groups, events, coursesand activities where you live. Contact the team through theCustomer Service Office or [email protected]

Tenants’ Resource CentreVisit the Tenants’ Resource Centre to find out about Severnsideevents, including: training courses; opportunities for youngpeople; local groups; and energy saving tips and advice. You canalso enjoy free tea and coffee and internet access. The centre isat Severnside’s Brassey Road offices, next to Reception. It’s opento all tenants during our usual office hours (Monday – Wednesday8.30am – 5pm, Thursday 10am – 5pm, Friday 8.30am – 4.30pm).



Having your say

Work with the BoardThe Resident Senate is a way for you to take your opinions tothe top. Senate members work alongside the Board, ExecutiveTeam and Severnside officers to ensure tenants’ views are heardacross the organisation. They can challenge decisions, examineperformance and review how things are done. You don’t needany special qualifications – just your opinions. Reasonableexpenses are paid. To find out more about the Senate call 01743 285000 or 0300 300 0059.

ASTARThe Active Severnside Tenants and Residents Group (ASTAR) isa register of people who want to get involved with our work,especially to improve services. If you join the register we’ll let youknow what’s happening so you can choose events or meetingsto attend. Visit Severnside’s website to find out more.

Tenant consultationWe are committed to consulting with residents before makingdecisions. Our consultation process means that all tenantsaffected by a proposed change will be consulted in good time,and all views taken fully into account. In some cases, where weare reviewing a particular service, we will invite tenants to join afocus group. This could be a virtual group with views collectedthrough surveys and phonecalls rather than being required toattend meetings. This enables us to hear first hand the views oftenants as we discuss proposed changes.

Questionnaires and surveysAnother way in which we may consult with you is throughquestionnaires and surveys. These may be on a particular issue,or about how you feel in general about our services. If youreceive a questionnaire or survey, please take the time to fill it inas the feedback helps us improve our services to you.



Having your say

Estates Walkabouts We hold regular Estate Walkabouts in all areas where we havehomes. Dates and details of the walkabouts can be found on theSevernside website, or by ringing our Customer Services Office.They’re a chance for residents to meet with their neighbourhoodofficer (and often police and council staff) to discuss concernsabout the area. This could be anything from street lighting to dogfouling. After each walkabout an action plan is made to tackleany issues. The action plan will include who is responsible forresolving each issue and a timescale to work to. A copy is sentto everyone who took part and information is available on ourwebsite.

Pillar The latest Severnside news is covered in our magazine calledPillar. It is available quarterly and includes information, advice andupdates. To have your say on what is included in Pillar you canjoin the editorial board, contact us to find out more. Pllar isavailable in a variety of formats, please contact the CustomerServices Office if you would like to receive Pillar in a differentformat.

Complaints and feedbackEveryone at Severnside Housing tries to provide the best servicepossible. There may be times when you feel this hasn’thappened. If so, we want to know. That way we can try andresolve the problem, as well as making sure our services improvein the future.

We have a clear procedure for complaints and we also follow theChartered Institute of Housing’s (CIH) Complaints Charter. Youcan make a complaint in the way that suits you – write a letter,telephone us, visit our offices, send us an email or fill in one ofour complaints forms.



Having your say

If we have completed our complaint process and you are still notsatisfied you may wish to see if your complaint can be resolvedlocally, by asking for the assistance of your Member ofParliament, a local Councillor or a recognised Tenant ComplaintPanel.

As a final step, you may be able to ask the Independent HousingOmbudsman Service to review your complaint. The HousingOmbudsman Service can be contacted on 0300 111 3000 orvisit their website at www.housing-ombudsman.org.uk

We also like to hear if we’ve done something right. To givefeedback on our service call 01743 285000 or 0300 300 0059.



Maintaining your home

7. Maintaining your homeWho is responsible for repairs to my home?Will I have to pay for repairs?How to request repairsWhat information do I need to give whenrequesting repairs?InspectionsHow soon will the repair be made?Improvement worksCyclical maintenance Grounds maintenanceMaking the repairDamage to your homeCommon problems CondensationDealing with mould

Our homes meet the Government’s Decent Home Standard.This ensures you have a home that is in good repair; hasreasonably modern facilities and can be heated.

To make sure our homes continue to meet the standard we willcarry out certain repairs and improvements. We also want toshare advice on how to maintain your home to avoid commonproblems such as mould and condensation.

We want to maintain your home as best we can, and rely on youto help us by reporting repairs quickly and allowing us into yourhomes to carry out the necessary works.




This section helps you find out about: what we repair and how toarrange this; how to maintain your home and who is responsiblefor work on your property.

Who is responsible for repairs to my home?Looking after your home is a two-way responsibility. We areresponsible for most, but not all repairs. It is up to you to take careof your home and to report any faults or issues as soon aspossible and allow us access to undertake any necessary repairs.

Our responsibilitiesWe are responsible for repairing and maintaining the following:• The structure and exterior of the property (inc roofs, walls,chimneys, foundations)

• Drains, gutters and downpipes• Doors and windows• Baths, basins, sinks and toilets• Electrical wiring and fittings • Gas pipes, water pipes, tanks and cylinders• Central heating installations• Kitchen units and work surfaces• Internal walls, stairs, skirting boards, doors, door frames,floors, ceilings and plasterwork

• Fixed floor finish provided by us• Communal entrances, halls, lifts, stairs and other communalfacilities

• External decor• Paths, passageways, steps and ramps owned by us, whichprovide access to the property

• Boundary walls, fencing and gates as designated within ourfencing policy.




Your responsibilitiesYou must keep the inside of your home in good repair andwell decorated. You are responsible for repairing andmaintaining the following:• Internal decor• Repairing equipment fixtures and fittings you have fittedinside / outside your home

• Replacing light bulbs, electric plugs, fluorescent tubes andstarters (except those in communal areas or concealedlighting units)

• Washing lines, post and rotary driers (unless in communalareas)

• Replacing keys / fobs that are broken or lost or when youhave been locked out

• Replacing cracked or broken glass (except whereSevernside Housing accept responsibility)

• Replacing plugs and chains to baths, basins and sinks• Replacing toilet seats• Blocked sinks and basins (except where the whole wastesystem is blocked)

• Blocked gullies (except where main drains are blocked)• Taking steps to prevent water in pipes and tanks freezing• Minor plaster defects • TV aerials and satellite dishes (unless communal)• Servicing, repairing and maintaining your own appliancessuch as cookers and washing machines

• Maintaining battery-operated smoke alarms• Replacing bolts to gates and doors.




Will I have to pay for repairs?You will not have to pay for repairs that are our responsibility.However, if you, a visitor to your home or your pet cause damageto the property you will be responsible for the cost of the repairs.This includes repairing damage caused by DIY, unblocking drainsthat have been misused, replacing locks when you have lost keysand where you have neglected your home.

You may also be recharged if an Out of Hours repair has beencarried out which was not deemed to be an emergency.

You may also be charged a call out fee where you have failed toprovide access for which a confirmed appointment had been made.

How to request repairsYou can request repairs to us in a number of ways:

Visit the Brassey Road office or call us 01743 285000 or 0300 300 0059Text the word ‘REPAIR’ and your message 07779 156156For emergency and out of hours repairs call: 01743 360945For Gas repairs and servicing, call PH Jones 0800 316 2104 or 01743 719051Non-urgent repairs can be www.severnsidehousing.co.ukreported online or via email [email protected]

What information do I need to give whenrequesting repairs?When requesting repairs it is important that you give us as muchinformation as you can to help us order work as quickly andaccurately as possible.




When requesting repairs, we will ask you:• Your name, address and contact telephone number;• The details of the issue or fault and where it is – the moredetail you can provide, helps us to accurately diagnose thefault, prioritise the repair and send the correct contractor /tradesperson

• Access arrangement along with the times when it isconvenient for us to carry out the repair

• Any special circumstances;• Any other important information (for example a crime referencenumber if the damage is a result of from vandalism to yourhome).

Inspections Sometimes, your reported fault may need to be inspected todetermine the exact nature of the repair. Where this is the case,we will make an appointment for a Surveyor to carry out aninspection and to identify what work needs to be carried out.

AppointmentsWe will offer appointments at the first point of reporting, for allnon-emergency repairs where access is required. If you have amobile phone and your number is registered with our textingsolution, you will receive confirmation of the appointment madeand reminders the day before the appointment and again on themorning of your appointment.




How soon will the repair be made?How quickly we deal with repair work depends on how serious itis. We have three categories:

Repair type – EMERGENCYDescription – things that present a health and safety riskand/or cause real danger to people or property.Timescale – attendance within four hours to make safe andcomplete within 24 hoursExamples include• Gas leak • No water • Burst pipe• Cylinder or tank• Major electrical fault or total loss of power• Total or partial loss of heating (winter months only)• Blocked toilet (providing you only have one)• Blocked drains that may cause flooding• Flood or storm damage, missing drain covers• Multiple failure of internal lighting to communal areas• Broken lift, breaches of security to outside doors andwindows

• Offensive or racist graffiti.

All other works are generally outside the scope of therepairs service.




Repair type – URGENTDescription – things that cause significant inconvenience butare not a health and safety riskTimescale – within 3 working daysExamples include• Partial loss of electrical power• Total or partial loss of heating• Partial loss of water supply• Blocked sink, bath or basin• Water leaks• Loose or detached banister or handrail• Rotten timber flooring of stair tread• No hot water.

Repair type – ROUTINEDescription – minor repairs that can be annoying but are noturgent Timescale – 14 daysExamples include• Adjusting internal doors• Plaster repairs• Replacing glazed tiles• Repairs to kitchen units• Replacing cracked sanitary ware• Tap repairs• Repairs to fences, gates and footpaths• Minor electrical repairs• Joinery repairs• Floor repairs.




Minor planned repairsThese are repairs that need planning due to the nature of thework required. They will often be undertaken in groups as it ismore cost effective to carry out works of the same type at thesame time. We aim to complete these repairs within 90 calendardays although in some circumstances they may be undertakenas part of an annual programme. Appointments are available forrepairs inside your home.

Examples include:• Kitchen alterations• Replacement of fences, walls and gates that fall under ourresponsibility

• Large areas of plastering• Major / partial re-roofing works • Substantial repair / replacement of footpaths• Replacement of floor coverings.

Major repairs This includes major structural repairs, repairs to undergrounddrainage and repairing fire damage. Before we can do theserepairs, we will usually need to arrange a survey to see exactlywhat needs to be done. If there is structural damage to thebuilding, we may need to monitor the building for a period oftime. In serious cases like these, we do not set targets forcompleting repairs, but we will carry out the repairs as quickly aswe can.

Improvements works Our planned programme of improvement works is developedfrom the information that we hold about our housing stock.Programmes are based on the age, life cycle and condition ofcomponents such as kitchens, bathrooms and heating systems.




Customers can usually remain in residence while these workstake place. Works under this category include: • Fitting new kitchens and bathrooms• Installing new heating systems• Fitting external doors and windows• Replacing pitched and flat roofs and vents• Replacing fascias, soffits, gutters and downpipes• Installing roof and wall insulation • Installing new lifts and new door entry systems• Electrical rewiring• Installing digital aerials• Working on new sewage treatment plants or new water andgas supplies

• Installing level access showers, ramps, extension toaccommodate aids and adaptations (funded via DisabledFacilities Grants), new water and gas drainage works

• Major structural works as a result of subsidence e.g. majorcracks in walls, floors etc.

Other planned works These works include:• Security fencing and gates• Landscaping• Drying areas and recycling bins• Footpaths• Car parking• Fire risk such as new fire doors • New smoke and heat detectors• Asbestos removal • Bin stores.




Cyclical maintenance To ensure the safety and well-being of our customers, eachyear we undertake essential works, checks and servicing suchas gas, oil, solid fuel and smoke detector servicing and repairs,electrical testing, cleaning up estates, gutter cleaning, wintergritting, testing and legionella treatment, testing and repairingcommunal lifts and individual stair lifts, painting, maintenance toun-adopted roads and car parks, servicing and maintenance tosewage treatment plants, asbestos surveys. We also maintainplay areas and equipment, and maintenance to garages.

Grounds maintenanceCommunal areas around Severnside homes are maintained bya contractor, appointed by Severnside to work on our behalf.This work mainly includes maintenance to trees, hedges andshrubs, mowing grassed areas, collection of grass cuttings,installation of benches, installation of anti-vermin compostcontainers and litter picking.

Making the repairYou can help us carry out repairs quickly by allowing us accessto your home and letting us know if you’re not able to keep anappointment.

We will aim to arrange appointments at a convenient time andunless it is an emergency we will not start work at your homebefore 8.30am and will finish by 5pm, Monday to Friday.

All our tradespeople, including any contractors working for us,carry identity cards. Always ask to see this before letting anyoneinto your home and call us if you have any concerns. A genuinetradesperson will wait while you do this.




We will take care of your home and possessions and treat youwith respect as we work. This includes not smoking in yourhome and keeping noise to a minimum.

To help us do our job we ask that residents: do not smoke inrooms we’re working in; keep children and pets supervised andfollow health and safety advice we give during the works.Residents are also asked to kindly allow reasonable access totheir toilet facilities. This is appreciated as it reduces the need foroperatives and contractors to move off site.

Damage to your homeWe are not responsible for any repair or replacement neededbecause of damage or neglect to your home caused by you,anyone living with you, your visitors or your pets. We will chargeyou for any work we do to any property that is damaged in thisway.

Sometimes, the type of work we undertake will cause damage todecorations. This is unavoidable and, wherever possible, we willtell you beforehand that there is likely to be damage. Whendamage cannot be avoided, we will compensate you for damageto decoration by giving you decorating vouchers. The issuing ofdecorating vouchers is a gesture of goodwill. The value of thevouchers issued will be dependent on the extent of the damage.Examples of the type of work that will result in inevitable damageinclude damp proofing work or repairs to plasterwork.

If any Severnside Housing employee or contractor accidentallybreaks or damages any of your property, we will take fullresponsibility and ensure that compensation is dealt with in acourteous and prompt manner. Please contact the CustomerService Offices to report any damage.




Common problemsIt is important to look after your home. Simple lifestyle changescan avoid or reduce common problems, such as condensationand mould, which over time could damage your property andpossessions and may impact on your health.

CondensationCondensation is a result of moist air cooling on colder surfacesand is most common on windows and walls. This is a naturalprocess but left uncontrolled it can cause problems such asmould.

The following tips are designed to help you reduce condensation:• When cooking put the lids on saucepans and do not leavekettles boiling

• Avoid using portable paraffin or bottled gas heaters• Do not put washing on radiators to dry• If you do have a tumble dryer, make sure that the hose sendsthe air outside

• Keep the kitchen door closed and open a window when youcook

• Keep the bathroom door closed when you are having a bath.Open a window when you have finished and close thebathroom door behind you

• Use the extractor fan if you have one fitted• Slightly open a window if you and your family are using a singleroom over a long period of time

• Do not push furniture closely up against a wall as this does notallow the air to circulate and can result in condensation

• During the winter always keep the heating on a low-level evenwhen you are not at home. Low background heating is oftencheaper than controlling your heating on demand.



For more information, please download the leaflet on ourwebsite.

Dealing with mouldTo kill and remove mould and mildew, wipe down walls andwindow frames with an anti-fungal treatment. Always follow theinstructions carefully. Dry-clean mildewed clothes and shampoocarpets. After treatment, redecorate using a good qualityfungicidal paint. The only lasting way of avoiding severe mould isto reduce the moisture produced in the home, ventilate roomsand ensure that your home is adequately insulated and heated.




Your rights and responsibilities

8. Your rights andresponsibilities

Right to make improvementsRight to compensation for improvementsRight to take in a lodgerRight to Buy and Right to AcquireRight of successionRight to informationRight to consultationRight to exchangeRight to repairYour responsibilitiesYour tenancy How we can end your tenancyYour homeYour gardenCommunal areasParkingPetsAnti-social behaviourYour helpBreaching the tenancy agreement




Details of your rights and responsibilities, together with ourresponsibilities to you, are set out in your tenancy agreement.

When we talk about rights, we are also talking about equality anddiversity. We want to treat everyone we house and work with fairly,equally and with respect. Our Equality and Diversity Strategy andPolicy is available on our website and explains our commitments.This includes ensuring our services can be accessed by all whoneed them and meet the needs of all residents.

We have explained some of the more common rights andresponsibilities in this section for ease of reference.

Right to make improvementsYou can make improvements and alterations to your home, aslong as you get written permission from us before any work isstarted. We will not refuse permission without good reason, butmight make conditions on the standard of the work and obtainingnecessary approvals such as planning permission or buildingcontrol. Any request for permission to undertaken improvementsor alterations would be made in writing, detailing the type andextent of works; materials to be used and if you plan to employ acontractor, details of that contractor.

Right to compensation for improvementsYou have the right to claim compensation, at the end of yourtenancy, for certain improvements which you may have made withour written consent. You will need to keep all bills and receiptsrelating to the work. The amount of money you receive may not bethe same as you spent, as it will take into account wear and tear.

Right to take in a lodgerThe ‘bedroom tax’ means more people may consider taking on alodger.




You may do this as long as you do not cause overcrowding, orallow them to take over the whole of your home. You must tell usabout your lodger so that we know who is living at your address.Remember income from a lodger may affect your benefits.

Right to Buy and Right to AcquireIf your tenancy transferred to Severnside Housing fromShrewsbury and Atcham Borough Council, then you may haveretained the Right to Buy your home. This scheme offers tenantsthe chance to buy at the current market value, less a discountbased on the length of tenancy.

New tenants may be eligible for the Right to Acquire. This is asimilar scheme to the Right to Buy, but the amount of discountallowed off the market value is a standard £10,000 inShrewsbury.

To find out more about both schemes, please contact us.

Right of successionIf you should die, in certain circumstances another member ofyour family may be able to take over your tenancy. This willdepend on the terms and conditions of your tenancy in force atthe time. Please talk to Customer Services if you would like moreinformation.

Right to informationThe Data Protection Act 1998 covers how personal informationis stored and used. We comply with this Act. This means wemust tell you how we use your information. You also have a rightto see any information which we hold about you on our files butthere is a charge for this. The information you give us will only beused to help us provide a service to you and it is stored safelyand securely.




To deliver our services we may on occasion need to provide thirdparties with personal information relating to you or members ofyour household. We may also need to obtain personalinformation relating to you or members of your household fromthird parties. We may also disclose your personal details ifrequired to do so by law or any Government body, or for thepurposes of preventing and detecting crime and fraud.

Right to consultationIf you are an assured tenant, you have a right to consultationbefore we make any changes which are likely to affect you in asignificant way.

Right to exchangeYou have the right to exchange your home with that of anothertenant of a registered social landlord or local authority, with ourprior written consent. We provide a web-based facility to helptenants looking to swap. You can view available homes here forfree and list your property. Please contact us for moreinformation.

Right to repairUnder the Right to Repair legislation, you have the right to becompensated where we have not carried out a qualifying repairwithin the specified timescale and have failed to complete it onceit has been requested for a second time.

Details of the right to repair are set out in the leaflet ‘Your right torepairs’ which is available from our head office and for downloadfrom our website

Your responsibilities Your responsibilities are set out in your tenancy agreement. Wehave explained some of them here for ease of reference.




Your tenancyYou must keep to the terms of your tenancy agreement. Weexpect you to:• Pay your rent on time (see the section ‘Paying your rent’)• Report faults and issues that are our responsibility to repair• Use the property as your home and as your only main residence• Allow us access to carry out repairs, inspect and improve theproperty

• Behave, and ensure visitors behave, in a polite, respectful andnon-threatening manner to our staff and other residents

• Not allow your home to be used for any illegal activity• Not do anything on the property that may annoy or disturbanyone, such as playing music loudly, dumping rubbish ormaking indecent gestures.

How we can end your tenancyIf you have broken the conditions laid out in your tenancyagreement, then we can take court action and ask a judge to endyour tenancy. This may lead to you being evicted from your home.

We will give you a minimum of four weeks’ notice of our intention tostart legal proceedings unless the circumstances are exceptional.

Your homeWe expect you to keep your home in a reasonable condition.

Your gardenIt is your responsibility to keep garden areas neat and tidy.

Communal areas Rubbish should not be left in internal or external communal areas,other than in the bins or other facilities provided. Wheelie bins andrubbish bags should only be put out on the day they are to be




collected, and it is your responsibility to arrange for the removal oflarger items of household waste. The council operates a collectionservice for larger items, call 0345 678 9007.

ParkingYou should not park or leave, or allow other people to park orleave, any vehicle other than a taxed and roadworthy private car,small domestic van or motorbike, anywhere other than in aparking space or garage allocated for your use. You needpermission to park a caravan or trailer on or near your property,please contact us to arrange this. If you are interested in rentinga garage, please talk to our Customer Service Office.

PetsIt is a term of your tenancy agreement that any cat, dog or otheranimal or reptile you keep in your home must not cause anuisance, danger or any annoyance to others. Whilst the majorityof pet owners are responsible, we can take action against thosewho are not considerate of others in the way they keep their pets.

Anti-social behaviourWe believe that everyone has the right to enjoy peace, quiet andsecurity in and around their home. We take all incidents of anti-social behaviour (ASB) and harassment very seriously and willsupport tenants affected by such behaviour.

The tenancy agreement sets out what is expected in terms ofacceptable behaviour. This is to protect all residents and anybreach by a tenant, their family members, relatives or visitors tothe property will result in action being taken. This could result ineviction.

If you are suffering from any kind of anti-social behaviour, reportthe problem as soon as possible to Shropshire Council’s ASBteam on 0345 678 9020.




After investigation, and by working with other agencies, we cantake the following action:• Contact the perpetrator to try and resolve the problem at anearly stage

• Mediation• Warning letters• Formal warnings/cautions• Acceptable behaviour contracts• Parenting orders• Environmental Health action for statutory nuisance (such asnoise)

• Undertakings (promises to the court to do or stop doingsomething)

• Injunctions• Court orders• Possession proceedings• Dispersal orders via the police.

Your helpTo help us investigate and take action against a perpetrator ofanti-social behaviour, including hate crime or racial or otherharassment, we may ask you to keep a diary sheet of incidents.We recognise the important role complainants and witnessesplay in helping us to tackle anti-social behaviour.

We have signed up to a Witness Charter to make sure you getthe advice and support you need and are kept informed. Thismight include putting you in touch with someone who haspreviously been a witness to get advice from them on what toexpect. To find out more read our leaflet ‘Guide to anti-socialbehaviour’, available from our offices or on our website.




Breaching the tenancy agreementAny breach of the rights and responsibilities set out in yourtenancy agreement could result in action being taken againstyou.



Housing with support

9. Housing with supportSheltered housing24 Severn CarelineCommunal facilitiesFloating supportAids and adaptations

Severnside Housing provides a range of accommodation withsupport. This can help elderly and vulnerable residents live asindependently as possible. It also may be needed if yourcircumstances change, for example following an illness or accident.

Sheltered housingA sheltered housing scheme is a group of self-contained,unfurnished flats or bungalows specifically designed with theneeds of older and vulnerable people in mind. All schemes arelinked to 24 Severn Careline (see below for details).

24 Severn CarelineSevernside Housing operates an alarm call system known as 24 Severn Careline. This is staffed 24 hours a day, 365 days ofthe year by our nominated Careline Centre. Residents connectedto the scheme can summon help – at any time of the day or night.To raise the alarm they must press the button on a unit installed intheir home or on a pendant alarm they wear.

The service connects callers to a team of friendly and skilledoperators. Depending on the situation they will then contactnamed relatives, the emergency services or medical professionalssuch as a GP. There is a service charge for this which, in somecases, may be covered by a grant. If you would like any more




information regarding this service, please contact our CustomerService Centre.

Communal facilitiesMost sheltered housing schemes have communal facilities thatare shared by all residents. These include lounges, hobby roomsand in some cases laundries. The cost of heating, lighting andfurnishing these rooms is paid for from a service charge includedin the rent.

Floating supportWe recognise people have different needs to help them liveindependently. We are a leading member of the CountywideSustain Consortium. This offers ‘floating support’ to people atrisk of losing their home or independence.

Sustain Consortium can give advice on staying safe; offer accessto training and education; and help people feel part of theircommunity. The service’s support workers offer home visits,telephone support and group sessions.

For a referral to the service visit our website or call us.

Aids and adaptationsAnyone who is a tenant of Severnside and whose disabilities orspecific needs prevent them from leading an independent lifecan apply to have an adaptation made to their home.

An adaptation is a change to your home which allows you to livemore independently, or which improves safety or mobility aroundthe home.

Please speak to our Customer Services Office if you need moreinformation about aids and adaptions.




The Occupational Therapist (OT) will visit you and complete areferral form, explaining their recommendations. Once we arehappy that the proposed adaptations will meet your needs andare practical for the property, the work will be costed.

Depending on the cost of the adaptation, the work will either becarried out by Severnside or Shropshire Council, via a DisabledFacilities Grant.

If the work is carried out by Severnside, you will not incur anycost. If the cost of the work means that it requires a DisabledFacilities Grant (adaptations costing more than £1,000), then theapplication for the grant is made by Severnside as your landlord.

We will let you know as quickly as possible when the works willbe carried out.

For more information about aids and adaptations, please contactour Customer Service Centre.



Moving on

10. Moving onLooking to moveMutual exchangeTelling us that you want to move outMoving outAbandoned homes

Looking to moveIf you want to transfer to another Severnside property, then youcan register with Shropshire HomePoint.

You can find details of locally available properties at ShropshireHomePoint. This is a choice-based lettings agency that hasreplaced the old council waiting lists. It aims to offer more choiceon the types of properties and areas you want to live in. Find outmore at www.shropshirehomepoint.co.uk

If you need to move because your property cannot be adapted(see the section ‘Housing with support’) we will provide financialhelp for you to move.

Severnside Housing also offers a Transfer Incentive PaymentScheme, which helps Severnside Housing tenants to move to asmaller home. This reflects that there is high demand for larger,family homes. To find out more contact us or read the leaflet‘Transfer Incentive Scheme’, available in our offices and on ourwebsite.

Mutual exchangeA mutual exchange allows tenants to move by swapping theirhome with another tenant, whether they are a Severnside tenantor a tenant of another housing association or local authority.



Moving on

We’ve partnered with a national website which holds a list oftenants seeking a mutual exchange across the UK so is a quickway to see what’s available. You can also contact housingassociations or local authorities in other areas for details ofproperties on their list. For more information and to register, visitwww.homeswapper.co.uk

We must approve the exchange before it can go ahead. We willonly withhold consent where there is good reason, including onthe grounds specified in Schedule 3 of the Housing Act 1985.

Telling us that you want to move outWhen you want to move out, you must give us 28 days’ notice,in writing, to end the tenancy. This notice period must end on aSunday, although you will have until midday on the Monday toreturn your keys to us. Once we have received your notice, wewill arrange a visit to inspect your home. The Surveyor will noteany repairs that may be needed and give you information aboutwhat you need to do before you leave.

You must also allow us, provided we give you reasonable priornotice, to show potential new tenants around the property beforethe end of the 28 day period.

Moving outWhen you move out you must comply with our leaveablestandard. This means you must give us vacant possession,return the keys of the property on the day you move, remove allfurniture, personal possessions and rubbish and leave theproperty clean and in good condition and repair, prior to ourinspection. If your property is not left in this condition you will besubject to a recharge to cover the costs of bringing the propertyup to the required standard. You must also read the meters andprovide us with a forwarding address.



Moving on

We accept no responsibility for anything that you may leave atthe address at the end of the tenancy, and may sell or dispose ofanything left behind. For more details read the leaflet ‘Guide toending your tenancy’, available on our website and from ouroffices.

Abandoned homesYou must tell us if you move. If a property is reported to beabandoned and it appears to be empty we will investigate. Ifthere is no evidence it is occupied we will assume you havegiven up your tenancy. We will then rent the property tosomeone else.

If you suspect a property has been abandoned, please let usknow.



Useful contacts

11. Useful contacts

Tel: 01743 285000 or 0300 300 0059Web: www.severnsidehousing.co.ukOut-of-hours repairs line: 01743 360945

Severnside Housing, Tenants Resource Centreand Severnside's Employment and Money Advice.Brassey RoadOld Potts WayShrewsburySY3 7FA

The Money Advice Service (MA)Set up by the Government to offer free, independent, unbiasedmoney advice.Tel: 0300 500 5000Web: www.moneyadviceservice.org.uk

Tel: 0345 678 9000Web: www.shropshire.gov.uk

Shropshire CouncilShirehall Abbey ForegateShrewsburySY2 6ND

Shropshire Council’s Benefits ServiceFor information about housing benefit and Council Tax supportTel: 0345 678 9001Email: [email protected]

Citizens’ Advice BureauFletcher House Tel: 0844 499 110015 College HillShrewsburySY1 1LY



Useful contacts

Severnside’s confidential domestic abuse lineTel: 01743 285123

West Mercia PoliceIn an emergency dial 999If it’s not an emergency dial 101In non-emergencies you can dial 18001 101 from a Typetalkphone (not available on the mobile network)Web: www.westmercia.police.uk

CrimestoppersTel: 0800 555 111 Web: www.crimestoppers-uk.org

Crime and anti-social behaviourAnti-social behaviour co-located teamFor advice or to report anti-social behaviourTel: 0345 678 9020

About the homeYou can find out which powercompany previously suppliedyour home by calling:Electric – 0845 603 0618Gas – 0870 608 1524

Severn Trent Water (emergency) 0800 783 4444

British Gas (gas leaks)0800 111 999

Credit UnionsJust Credit UnionGuildhall, Frankwell Quay,Shrewsbury SY3 8HQTel: 01743 252 325Web: www.justcreditunion.org

FairShare Savingsand Loans17a Castle Gates,Shrewsbury SY1 2ABTel: 01743 240403Web: www.fairshare.uk.com


If you would like any more information about Severnside Housing, please contact us:

Ring us01743 285000 or 0300 300 0059

Email [email protected]

Visit our websitewww.severnsidehousing.co.uk

Write to usSevernside HousingBrassey RoadOld Potts WayShrewsburySY3 7FA

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Severnside Housing provides atelephone interpreting service formore than 150 languages and canprovide this document in a rangeof formats.

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tenants handbook 2014

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