TENANT HANDBOOK – INDEX i - Almond Housing Association

TENANT HANDBOOK – INDEX

1 INTRODUCTION SECTION

Welcome! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1

Who are we? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2

What is a Housing Association? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3

Our aim . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.4

Who is in control? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.5

The Management Committee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6

Almond’s staff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.7

2 YOUR TENANCY

Your Tenancy Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.1

Your Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.2

Your Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.3

Our Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.4

Assigning your Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.5

Changing your Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.6

Lodgers & Subletting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.7

After the Tenant’s Death . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.8

Transfers & Exchanges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.9

Abandoning your Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.10

Ending your Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.11

3 MONEY MATTERS

Paying your Rent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1

Rent Increases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.2

Service Charges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3

Your Rent Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.4

Rent Arrears . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.5

Housing Benefit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.6

Welfare Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.7

Other Bills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.8

Council Tax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.9

4 STARTING YOUR TENANCY

Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.1

Council Tax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.2

Electricity supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.3

Gas Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.4

Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.5

Almond Housing Association Tenant Handbook i

5 LOOKING AFTER YOUR HOME SECTION

Carbon Monoxide Detectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5.1

Condensation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2

Damage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.3

Decoration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.4

Door Entry Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.5

Drains & Pipes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.6

Floorcoverings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.7

Frost Precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.8

Fuse Boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.9

Fuses & Adaptors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.10

Medical Adaptations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.11

Smoke Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.12

Stair & Landing Hand Rails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.13

Storage beside Gas Boilers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.14

Winter Protection for your Home . . . . . . . . . . . . . . . . . . . . . . . . . . 5.15

6 BEING GOOD NEIGHBOURS

Caravans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.1

Car Parking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.2

Children . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.3

Common Stairs – Stair Cleaning . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.4

Disagreements with Neighbours . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.5

Feeding Animals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.6

Garages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.7

Gardens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.8

Garden Scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.9

Harassment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.10

Keeping Pets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.11

Noise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.12

Refuse & Bin Stores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.13

Running a Business from your Home . . . . . . . . . . . . . . . . . . . . . . 6.14

7 REPAIRS AND MAINTENANCE

Reporting Repairs – When our office is open . . . . . . . . . . . . . . . . . 7.1

Reporting Repairs – When our office is closed . . . . . . . . . . . . . . . . 7.2

Response Times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.3

Access for Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.4

Emergency Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.5

Responsibility for Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.6

Chargeable Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.7

Cyclical & Planned Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.8

Annual Servicing of Gas Central Heating . . . . . . . . . . . . . . . . . . . . 7.9

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Almond Housing Association Tenant Handbook

7 REPAIRS AND MAINTENANCE contd.

SECTION

Communal Aerials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.10

Water Supply Installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.11

Right to Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.12

If we fail to carry out Repairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.13

Ending your Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.14

8 COMMUNICATION & CONSULTATION

Tenant Participation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.1

Tenants Groups or Forums . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.2

Newsletters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.3

Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.4

Repairs & Maintenance – Your comments . . . . . . . . . . . . . . . . . . . 8.5

Consultation Register . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.6

Consultation on Major Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.7

Notice Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.8

Policy Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.9

Annual Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.10

Sending documents to or from us . . . . . . . . . . . . . . . . . . . . . . . . . 8.11

9 HOME IMPROVEMENTS & ALTERATIONS

Permission for Alterations or Improvements . . . . . . . . . . . . . . . . . 9.1

Compensation for Improvements . . . . . . . . . . . . . . . . . . . . . . . . . . 9.2

10 SEEKING A HOUSE MOVE

Moving to another Almond Property . . . . . . . . . . . . . . . . . . . . . . . 10.1

Mutual Exchanges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.2

Homeswap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.3

HOMES Mobility Scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.4

Applying to other Registered Social Landlords . . . . . . . . . . . . . . . 10.5

11 CONFIDENTIALITY & ACCESSING INFORMATION

Tenant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11.1

Other Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11.2

Committee Member access to Information . . . . . . . . . . . . . . . . . . 11.3

12 COMMENTS & COMPLAINTS

Comments & Informal Complaints . . . . . . . . . . . . . . . . . . . . . . . . 12.1

Formal Complaints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.2

If you are still not satisfied . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.3

Contacting the Ombudsman . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.4

USEFUL CONTACTS

See over

Almond Housing Association Tenant Handbook iii

USEFUL CONTACTS

Almond Housing Association

Shiel House, Craigshill, Tel: (01506) 439291

Livingston EH54 5EH e-mail: enquiries@almondha.org.uk

West Lothian Council Tel: (01506) 777000

Citizens Advice Bureau

Shiel House, Craigshill, Livingston

Benefits Agency

Ochil House, Owen Square, Dedridge, Livingston

Tel: (01506) 432977

Tel: (01506) 772000

West Lothian Advice Centre

Units 9-12, Waverley Industrial Estate,

Waverley Street, Bathgate

Drug & Alcohol Abuse Service

43 Adelaide Street, Craigshill, Livingston

Tel: (01506) 776444

Tel: (01506) 430225

Open Door

7-12 Adelaide Street, Craigshill, Livingston Tel: (01506) 430221

Speakeasy (Counselling Service for Young People) Tel: 0800 220 424

Victim Support

Women’s Aid

Edinburgh & Lothians

Racial Equality Council

Tel: (01506) 635059

Tel: (01506) 413721

West Lothian Energy Advice Project

HomeAid (Furniture if required or for donation)

St Johns Hospital

Lothian & Borders Police

Livingston Police Station

Tel: 0131 556 0441

Tel: 0800 834 672

Tel: (01506) 652230

Tel: (01506) 419666

Tel: (01506) 431200

Scottish Federation of Housing Associations

38 York Place, Edinburgh EH1 3HU

Scottish Public Services Ombudsman

2 Belford Road, Edinburgh EH4 3BL

Tel: (0131) 556 5777

Tel: (0131) 220 0599 iv


1. INTRODUCTION

1.1 Welcome!

On behalf of the Management Committee and staff of Almond Housing Association, a very warm welcome to you as you begin your tenancy with us.

This is your Tenant Handbook. Its aim is to answer some of your questions as you settle in to your new home, and to give you some useful information and advice which you can refer to during your tenancy.

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Please keep this Handbook in a safe place so that you can easily find it when you need it.

If there is anything in this Handbook that you do not understand, or if you have any comments or suggestions that would improve the information we have given you, please do contact your Housing Officer.

From time to time we will update one or more pages of this Handbook and send you the new page(s) so that you can add them to your copy.

1.2 Who are we?

We are one of around 200 housing associations in Scotland. We exist to build, improve and manage flats and houses, mainly for rent. We are different from a private landlord or a developer as we do not trade for profit, and we are NOT the same as West Lothian Council.

Almond Housing Association was set up in March 1994 by a voluntary

Committee who either lived or worked in Livingston. We began by managing around 3,000 properties in the Craigshill, Howden and Ladywell areas of the town, on behalf of the Livingston Development Corporation.

In 1996, as the Development Corporation was being wound up, we took part in the ballot of tenants who were given the choice of who should be their new landlord and we received the majority of the votes in several areas of Livingston. Almond now manages around 2,200 properties and 650 garages, and is the second largest landlord in West

Lothian after West Lothian Council. We are a recognised Scottish charity.


1.1

1.3 What is a Housing Association?

A housing association is different from the Council because:

• It is a voluntary organisation which is controlled by a Management

Committee elected by the Association’s members at an Annual

General meeting;

• It is usually smaller than a Council;

• It is accountable to its members;

• It usually operates in a particular part of a town or area in the country, or provides housing for tenants with special needs.

1.4 Our aim

We aim to provide and maintain quality rented accommodation for the

West Lothian community, to provide the right to rent good quality homes, to promote the interests of tenants and provide people with the opportunity to work together to meet local housing needs.

1.5 Who is in control?

Almond Housing Association is accountable to its members. Anyone who is over the age of 18 (over 16 if you are a tenant) and who is interested in our work can become a member by paying £1 and submitting an application for approval by the Management Committee.

If you are interested in finding out more, or would like an application form, please contact our office.

Membership of Almond will keep you informed about our work and will give you the opportunity to influence our future policy. You can do this by attending and voting at the Annual General Meeting, or by standing for election to, or nominating someone to be elected to, the Management

Committee.

1.6 The Management Committee

Since all of the members cannot be involved in the detailed management of the Association, they elect a Management Committee of up to 15 members to represent them. The Management Committee decides overall policy and oversees the work of the staff.

Full Management Committee meetings usually take place once a month.

There are also several Sub-Committees which meet at different times to deal with detailed Finance, Development, Housing or other management issues.

1.2


Management Committee members are voluntary. They do not receive any payment or other benefits from serving on the Committee.

If you are interested in becoming a Management Committee member, please contact our office and ask to speak to our Head of Policy &

Development.

1.7 Almond’s staff

Almond employs staff to carry out the Association’s day to day work and to put the decisions of the Management Committee into practice.

The staff team, which is led by the Chief Executive, is there to help you.

If you have any questions or difficulties as a tenant then please do contact our office by ‘phone, e-mail or in person, and we will do our best to help you.

Office Opening Times

Our offices are open to the public at the following times:

Monday, Tuesday & Thursday:

Wednesday:

9.00am – 5.00pm

9.00am – 4.00pm

Friday: 10.00am – 3.30pm

Outside of these times you can leave a message on the ansaphone.


1.3

1.4


2. YOUR TENANCY

2.1 Your Tenancy Agreement

Your Tenancy Agreement is the document you signed at the start of your tenancy. It is a very important document and you should keep it in a safe place.

The Tenancy Agreement is a legal contract between you (the tenant) and

Almond Housing Association (the landlord). It sets out the terms and conditions of your tenancy and the rights and responsibilities of both of us.

By signing your Tenancy Agreement you are saying that you agree to what it says and that you will keep to the rules about the use of your home.

Agr eement

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It is very important that you understand that if you, or anyone living in your home, breaks any part of the

Tenancy Agreement, then we may:

• take legal action against you, including action which may result in your eviction;

• charge you for the costs of any loss or damage we have suffered, including any legal costs which the Sheriff Court may decide should be paid by you.

If you wish to know more about anything in your Tenancy Agreement please telephone, write or e-mail us, or call into our office and we will do our best to help you. You can also get independent advice and information from organisations such as the Citizens Advice Bureau.

Please see the list of organisations and useful telephone numbers on index page iv of this Handbook.


2.1

2.2 Your Rights

You have security of tenure (which means the legal right to stay in the property) so long as you occupy the property as a private dwelling, furnish it and use the property as your only or principal home.

You have the right to occupy your home so long as you do not breach the Tenancy

Agreement.

You have the right to information from us concerning the general terms of your tenancy and to be consulted about any proposed changes to your Tenancy

Agreement. You can ask for information on how we set the annual rents and service charges, and on our policies covering the allocation of properties, mutual exchanges and repairs & maintenance.

We will not unreasonably interrupt or interfere with your right to occupy your home peacefully except where:

• access is required to inspect the condition of your home or an adjoining property, carry out repairs or service installations;

• a Court Order has given us possession of the property by ending the tenancy.

For more details, see your Tenancy Agreement part 2

2.3 Your Responsibilities

Duty to Occupy – You have a ‘duty to occupy’ your home – that means to live in your home as your only or main home. You should not leave your home empty for long periods of time. If you are going away for more than

28 days at one time you must let us know. If you do not do this we may think that you have abandoned your home and we may take action to repossess it.

Use of your Home – Your home must not be used for any illegal or immoral purposes such as dealing in illegal drugs or stolen goods, or running a brothel.

Care of your Home – You, those living with you and any visitors to your home must take reasonable care to prevent damage to the house, its decoration, any fixtures, fittings or ‘white goods’ supplied by us, the common parts of the property and your neighbour’s property. For more information see section 5 – Looking after your Home.

2.2


You must also ensure that your house does not become overcrowded.

Where there is an increase in the size of your family you may apply for new housing but there may be some conditions. For more information see section 10 of this Handbook – Seeking a House Move.

Nuisance and Harassment – All tenants have the right to enjoy living peacefully in their homes. By signing your Tenancy Agreement you have agreed not to do, or allow members of your household or any visitors to do anything that would cause your neighbours a nuisance, or to directly harass any other neighbours. There is some helpful information in the leaflet you have been given along with this Handbook. Please also see section 6 – Being a Good Neighbour.

Repairs – Some repairs will be your responsibility. For details see section 7 – Repairs & Maintenance and your

Tenancy Agreement part 5.

General – If you do not keep to these responsibilities, or any of the other responsibilities described later in this

Handbook, you will be in breach of your Tenancy Agreement. If, after appropriate warnings, you continue to be in breach this could end up in your tenancy being ended.

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2.4 Our Responsibilities

Housing Management – We will ensure that we carry out our Housing

Management duties as required by all current laws, regulations and the relevant parts of the Tenancy Agreement.

Repairs & Maintenance – Before your tenancy starts we will ensure that your house is fit to live in. During your tenancy we will also carry out any repairs or other work necessary to keep the inside or outside of your home fit to live in, so long as these repairs are our responsibility. For more information see section 7 – Repairs & Maintenance and your Tenancy

Agreement part 5.


2.3

Information – We will provide you with the information you need to help you during your tenancy, including information about our complaints procedures and whether or not you have any entitlement to buy your property. We will consult you on any changes we are proposing which would affect your duties or responsibilities as a tenant. We will provide information on, or copies of, housing management or maintenance policies if you ask to see this.

Treating you fairly – We will at all times aim to ensure that we treat everyone equally, and that we do not discriminate unfairly against anyone because of their nationality, ethnic origin, colour, religion, gender, marital status, sexuality, disability or other health problem.

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Full details of our responsibilities are in your Tenancy

Agreement. Please make sure you understand what these are.

2.5 Assigning your Tenancy

Assigning your tenancy (also called Assignation) means passing on your tenancy to someone else, normally a family member or a close relative.

The usual reasons for assigning a tenancy are:

• if you are no longer able to sustain (or look after) your tenancy due to old age, infirmity or illness;

• if you have to leave your home because you have to go into hospital or another caring institution for a lengthy period.

If you wish to assign your tenancy you will have to ask for our permission by contacting your Housing Officer and completing our application form.

You will need to tell us:

• the reason you wish to assign;

• the name, date of birth and the relationship to you of the proposed new tenant;

• the length of time the proposed new tenant has lived with you as their only or principal home.

2.4


The proposed new tenant will also have to confirm in writing that they wish to take on the tenancy of your home.

The person(s) you wish to pass the tenancy to must:

• have lived in your home as their only or principal home for at least

6 months before the date of the application – we may need to see some proof of how long they have lived with you;

• be a family member or close relative of yours;

• be at least 16 years of age or older.

We will write to you with our decision within 1 month of the date of your application. If we need more information we will ask you for it before making our decision. We will not refuse permission unreasonably, but your Tenancy Agreement part 4.2

gives some of the reasons when we may refuse permission.

If you need more information, please contact us.

2.6 Changing Your Tenancy

If you wish to change your tenancy from a single to a joint tenancy, or from a joint to a single tenancy, then you will have to ask for our permission by contacting your Housing Officer and completing our application form. You will need to tell us the type of change you wish to make, the name(s) of those involved and when you would like this to happen. We will reply at the latest within 1 month of the date of your letter.

If you need more information, please contact us.

2.7 Lodgers & Subletting

If you wish to take in a lodger or sublet all or part of your home then you will have to ask for our permission by contacting your Housing Officer and completing our application form. The information we will need to know will include:

• the name(s) of the lodger(s) you wish to take in, OR the name(s) of those you wish to sub-let to;

• the amount of rent and any other payments you will receive;

• when you wish this to start.

We will also need to see and approve a copy of the proposed sub-lease between you and the proposed sub-tenant(s) or a copy of the proposed

Occupancy Agreement for a lodger.


2.5

Please also note that it will be important that your proposed lodger or sub-tenant can provide satisfactory references and the change does not make your home overcrowded.

We will reply at the latest within 1 month of the date of your letter. We will not unreasonably refuse permission, but please see your Tenancy

Agreement part 4.2

for some of the reasons we may refuse.

If you wish to sublet because you are going to be away for some time, we may put a time limit on how long this can be for. During this time you will still be responsible for making sure that the rent is paid and that all other conditions in your Tenancy Agreement are kept by the sub-tenant(s).

If you need more information please contact us.

2.8 After the Tenant’s Death

If you die, your tenancy may be inherited by one of the following, if they meet the necessary conditions. This is known as succeeding to your tenancy or succession , and is covered in detail in your Tenancy

Agreement part 7 . Your tenancy could pass to:

• your spouse;

• your partner or co-habitee, including same-sex partners, (but only if they have been a member of your household for at least 6 months and we were notified that they were living there);

• the joint tenant, if there was a joint tenancy;

• any member of your family who is 16 years or over, so long as your home was their only or principal home at the date of death;

• your carer, so long as they had given up their previous home and were living with you as their only or principal home at the date of death.

Succession will normally only happen twice although we may approve further tenancies at our discretion, and there are restrictions if your home has been designed or substantially adapted for someone with special needs. This is covered in your Tenancy Agreement, part 7.

If someone in one of the categories listed wishes to succeed to your tenancy they need to apply in writing and complete our application form.

They should contact us within 28 days of your death.

If you need more information please contact us.

2.6


2.9 Transfers and Exchanges

For information about moving to another of our properties, or about a mutual exchange with another tenant, please see section 10 – Seeking a

House Move.

2.10 Abandoning your Home

If you leave your home for good but do not tell us that you are leaving, we do not have to go to Court to get the house back. If we believe you have abandoned your home we will make reasonable attempts to contact you and leave a written notice asking you to contact us. If you do not reply within 4 weeks of the date of that letter we will write again to advise you that we are ending your tenancy and re-possessing the property. You will have the right to appeal against our action for up to 6 months after we have re-possessed your home.

2.11 Ending your Tenancy

Your tenancy will be ended if you give us notice in writing, or if there is a written agreement between us, or if we repossess your property after receiving authority from the Sheriff Court.

Giving notice – When you wish to end your tenancy please write to us giving at least 28 days’ notice. The exact notice period will start from the date we receive your letter. If you give us less than 28 days notice you will still be due us 28 days rent.

If you have a joint tenancy it is essential that both of you sign the letter giving us notice.

We will send you information on the things you need to do before you leave

(see also your Tenancy Agreement part 6.10

). Your home will be inspected before your tenancy ends to check the condition of fixtures, fittings and the decoration. If you need to carry out any repairs or decoration before you leave we will make sure that what is required is clearly explained to you. If you do not have the work carried out before you leave we will arrange to have it done and you will have to pay the costs.

If we find after you have left that there are items to be cleared out of your home and/or repairs or decoration work required before we can re-let the house, we will carry out the work and you will have to pay the cost.

Written agreement – If you are a joint tenant you can end your tenancy by agreeing in writing with us and the other joint tenant. Please contact our office for more information.


2.7

Repossessing your home – The law gives 12 grounds, or reasons, which can result in the Sheriff agreeing to our request to repossess your home.

These are listed in your Tenancy Agreement part 6.3

and you should be aware of what these are.

Going to Court will normally be a last resort after we have tried other ways to sort out whatever the problem is. Before going to Court we will give you written warning.

2.8


3. MONEY MATTERS

The rent you pay for your home is used to meet the costs of:

• the day-to-day repairs and longer term maintenance of your property;

• the day to day management of your property and the surrounding estate;

• if you are in a newly-built home or stock transfer property the repayment of any money borrowed to build or acquire your home;

• other general management costs.

3.1 Paying your Rent

Your tenancy conditions require you to pay your rent when it is due. The rent is charged on the 1st of each month and should be paid monthly in advance.

There are at present five ways you can pay:

• Direct Debit

• Standing Order

• Cheque

• Paypoint Payment Card, using cash, a cheque or Switch card

• Cash at your local Post Office

We will arrange to set up the payment method which suits you best. We will also help you to change your payment method when you wish to do so.

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Please note – for security reasons we do not accept cash payments at the office.

3.2 Rent Increases

Your rent will be reviewed each year in accordance with our Rent Policy. If there is to be an increase we will consult with you on the proposals before making a final decision (see section 8 for more information). The new rent will start from 1 April and we will write to you with the details at least 4 weeks before that date.


3.1

3.3 Service Charges

Service charges are the costs of items which are not covered by your rent.

One example of such a service is stair cleaning (see section 6.4 for more information). These costs will be shown separately on your rent notice so that you can see what you are being charged and what the charge covers.

Service charges are also reviewed each year and any changes implemented from 1 April. We will consult you if we propose to increase any service charge.

3.4 Your Rent Account

All payments you make to us are recorded on our computer system. You can contact the office at any time to ask about the balance on your rent account. If you wish we can give you a statement of your rent account showing the payments we have received.

Please note however that before we can give you any of this information we will need some proof of your identity, for example your payment card number.

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rent

3.5 Rent Arrears

You may have difficulty paying your rent at some time. Usually this is a temporary problem caused by unemployment, debt, or a family crisis. If you have difficulty in paying your rent please contact your Housing Officer as soon as the problem starts . If we are not aware that you have problems we will not able to help you.

Rent arrears can build up very quickly and can lead to eviction. We wish to avoid such action if we can, so if you are experiencing financial difficulties please contact us straight away. It is easier to manage debt problems when they start rather than waiting until they build up to a serious level.

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If you are worried about your bills please contact us – we may be able to put you in touch with someone who can help or advise you.

3.2


3.6 Housing Benefit

Depending on the level of your income, rent and family size you may qualify for Housing Benefit, which is the Government’s scheme to help low income families pay their rent. Housing Benefit is paid by West Lothian

Council and you can get an application form either from the Council or from our office. The form should be sent to the Council. Please contact your Housing Officer if you wish to discuss your entitlement.

If your financial circumstances change after the start of your tenancy, you may become eligible for Housing Benefit for the first time, or your entitlement to benefit may reduce, or stop altogether. If you need help with information or filling out forms etc., please contact your Housing

Officer immediately your circumstances change.

3.7 Welfare Benefits

There are millions of pounds lost every year in unclaimed benefit. If you are experiencing financial difficulties which are directly affecting your ability to pay rent, it could be that you are not receiving all the benefits you are entitled to. If you feel you may be entitled to any benefits you should contact the local office of the Benefits Agency or Citizens Advice Bureau as soon as possible (see index page iv for contact details).

3.8 Other Bills

If you find you have problems paying other bills, such as gas or electricity, it is important that you seek independent advice and don’t stop paying your rent in order to meet other commitments.

We recommend that you contact the Citizens Advice

Bureau or a similar organisation – they can give you free and confidential help.

Please see the list of useful telephone numbers on the index page iv.

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3.3

3.9 Council Tax

Council Tax is a local tax which you pay to West Lothian Council for all the services provided by them. The Council Tax does not pay for any services which Almond provides.

When you are paying your rent and your Council Tax, please make sure that you do not mix them up.

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Please note – we do not deal with any questions you might have about your

Council Tax. For anything to do with

Council Tax please contact the West

Lothian Council offices (see index page iv for contact details).

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3.4


4. STARTING YOUR TENANCY

4.1 Keys

We have given you two sets of keys. Please look after them as we do not keep spare sets . If you lose any keys you will have to get them replaced and pay the costs.

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Please do NOT call out our contractor to replace your locks and keys. If you do, you will be charged the full costs of the work.

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4.2 Council Tax

Please ensure that you arrange to pay the Council Tax that is due on your home directly to West Lothian Council

(see section 3 for further details).

council tax book

4.3 Electricity Supply

You will need to sign an agreement with an electricity supplier such as

Scottish Power to ensure that you have a supply when you move in.

4.1


4.4 Gas Supply

If there is a gas supply to your home you will need to sign an agreement with a gas supplier such as British Gas before you occupy your home, to make sure that you have a supply from the day you move in.

By law, we have to ensure that any gas heating systems in our homes are serviced each year by a CORGI registered company. When you are contacted about this please help by making sure that an adult (over 16 years) will be at home on an agreed morning or afternoon when the contractor calls.

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If we are not able to agree access arrangements with you we are legally entitled to gain entry to your home to check and service the gas system.

You will be given a copy of the Service Certificate once your system has been serviced. Please keep this in a safe place. If you do not receive a certificate after a service visit please contact us immediately.

4.5 Insurance

We have comprehensive insurance to cover standard damage to the structure and fittings of your home. This does NOT cover your personal belongings, furniture etc.

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We cannot stress highly enough the importance of having adequate insurance cover, and would encourage you to take out an appropriate policy to cover your personal possessions against loss or damage due to fire, flood, theft or accident.

The Scottish Federation of Housing Associations (SFHA) offers a policy suitable for low amounts of cover, which might meet your needs. You should have been given information about this insurance policy and an application form when you signed your Tenancy Agreement.

Other insurance companies may also offer low cost insurance cover for your possessions.

4.2


5. LOOKING AFTER YOUR HOME

5.1 Carbon Monoxide Detectors

If you have had a carbon monoxide detector fitted please look after it – it is for your safety! The advice card you were given tells you how to check that the alarm is working, how to look after it and what to do if the alarm goes off. If you cannot find your card please contact us for another one.

5.2 Condensation

Condensation can occur when your home does not get enough heating or fresh air circulating through it. The air can become very moist and this in turn appears as ‘condensation’. In severe cases it will cause dampness to your walls and result in mould growing on your walls and clothes.

Please help to prevent condensation by letting in some fresh air each day and by heating your home adequately. If you are still experiencing condensation please report this to us.

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Please note – you must not use paraffin, calor gas or

LPG heaters in your home.

5.3 Damage

Please remember that if you, a member of your household, or a visitor cause damage to your home either deliberately, or through neglect or carelessness, then you will have to pay for the cost of repairs. This will include any damage discovered at the end of your tenancy both before and after you leave the property.

5.4 Decoration

You are responsible for the internal decoration of your home, and for keeping your home in good decorative order.

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Please note – if you wish to apply textured paint finishes (“artex” or similar) this must only be to the ceiling and not to the walls, and you need to obtain our written permission first.


5.1

5.5 Door Entry Systems

If you live in a flat you will have a door entry system which you can control from your flat. This is installed for your security and peace of mind. To allow it to operate properly please do NOT wedge open the front door or allow any children or visitors to do so.

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If the door entry system is not working, please contact us immediately.

5.6 Drains and Pipes

Please keep your sinks and toilet drains clear.

We can arrange to have blocked drains and pipes cleared, but please remember that if our contractor tells us that the blockage was caused by you or a member of your household – for example by pouring fat or grease down the sink, or by trying to flush disposable nappies down the toilet – then you will have to pay the full cost of the work.

5.7 Floorcoverings

If you plan to lay foam-backed carpets, please use an underlay or else the carpets will stick to the floor and you will not be able to take them with you if you move.

If you wish to lay wooden or laminate flooring please contact us first to obtain our permission. We will give you information on the standards or specification you will have to comply with. When laying the flooring you will have to make sure that you leave the required access to any services

– such as gas, heating or water pipes – which run underneath the floor.

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5.2


5.8 Frost Precautions

Very cold spells in the winter can easily lead to water freezing and to burst pipes, especially if you are away from home for a time. In a block of flats, burst pipes do not just affect you, they will also affect the flats below.

Please help by taking a few simple precautions:

• Know where your stop valves are – you were given this information when you signed your Tenancy Agreement. If you are not sure please contact us and we will arrange to show you where they are and what to do in an emergency. Turning these valves clockwise will shut off the water supply.

• Check the stop valves regularly, turning them slightly to check they are not jammed.

• If you do have a burst pipe, open all the taps to allow as much water as possible from your storage tank to escape.

• Turn off your stop valve if you are going away for a few days on holiday, especially during the winter. If you don’t and you have a burst pipe, you will be held responsible for any damage caused and charged for any repairs required.

In some of our properties we have a ‘frost stat’ heating system. This means that if the temperature drops below a certain level your heating system will automatically come on, both to heat up your home and to help prevent water damage as a result of burst pipes.

5.9 Fuse boxes

The fuses are designed to prevent the electrical circuits in your home from overloading. They are a deliberate ‘weak link’ and will prevent damage to your household appliances if there is a fault on the circuit.

Our fuses are the ‘circuit breaker’ type. These do not have any wires but a switch or button which cuts the current in the event of a fault. They are very sensitive and will show up small faults on household appliances.

Should your electricity supply cut out please unplug any appliances you may have working then check the fuse box and reset any fuses which have tripped to ‘off’. If you are in any doubt please contact our office and a member of staff will guide you through the process. If the fault is due to one of your appliances you will have to have this repaired yourself. If the fault is due to the electrical circuit in your home we will arrange for this to be repaired.


5.3

5.10 Fuses & Adaptors

All electrical plugs contain a fuse designed to

‘blow’ if the current is too strong for the appliance. Although most plugs you buy contain a 13-amp fuse this is not suitable for all appliances. For example, table lamps and audio equipment need a lower rated fuse to protect them. So if you are changing plugs, please check that you are using one with the correct fuse – is it 3 amp, 5 amp or 13 amp?

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SAFE We recommend that you do not use 2 or 3-way adaptors, but if you do have to use them please ensure that the total rating of the appliances plugged in is NOT greater than 13 amps.

5.11 Medical Adaptations

We can on occasions provide help where an alteration to your home is required due to a medical condition. This includes fitting internal or external handrails, or replacing baths with ‘walk-in’ showers.

However we will only be able to carry out such alterations if West Lothian

Council’s Social Work staff have recommended that it is needed, and if we have the necessary funds in our budget.

If you need help in this way please contact the Social Work Department direct to discuss your circumstances and to have the procedure explained to you.

5.12 Smoke Alarms

All our homes have a smoke alarm fitted for your safety. The alarms have a test button – push it in and a shrill sound will tell you that the alarm is working.

Most of the alarms are battery operated, but some are connected to your electricity supply. We will check and service all smoke alarms once a year and if you have a battery-operated alarm we will, during that visit, replace the battery.

5.4


If the battery runs out in between the yearly visit it is your responsibility to replace it. You will know when this is happening because you will hear an intermittent ‘bleep’ sound. (If you have a registered disability or are a senior citizen, and you do not have anyone to help you to replace the battery, please ask us to do this for you.)

If you have an electrically-operated smoke alarm and you find it is not working please contact us and we will arrange for the necessary repairs.

Please keep your smoke alarm dust free by vacuuming it occasionally, as dust can set off the alarm.

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Smoke alarms and their batteries are there for your safety and MUST NOT BE REMOVED.

5.13 Stair and Landing Hand Rails

Stair and landing hand rails are there for your own safety and the safety of those living in or visiting your home. If we find out that you have removed or altered any rails we will replace them and you will have to pay the cost.

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Please do NOT remove or alter any stair or landing hand rails in your home.

5.14 Storage beside Gas Boilers

Storing anything in the cupboard which has your gas boiler can be dangerous, if you do not follow a few simple precautions:

• do NOT store any combustible materials (anything that could catch fire);

• if you wish to store non-combustible materials, make sure that you leave a space all around the boiler.

In some of our properties there is a warning advice notice on the boiler.

Please contact us is you need one of these.

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Please do NOT store any combustible materials (items which could catch fire) in the cupboard beside your boiler


5.5

5.13 Winter Protection for your Home

To help look after your home during the winter months please:

• check where your water stopcock is so that you can turn your water off in an emergency – if you cannot find it please contact us;

• know how to turn off your gas and electricity supply;

• check that taps are not dripping and overflows are not running;

• check that the water tank jacket is fitted;

• check that the door and window locks are working;

• clean out trapper bars on doors;

• keep a torch handy in case of power cuts.

5.6


6. BEING GOOD NEIGHBOURS

When you signed your Tenancy Agreement you agreed to certain things.

These are called the ‘ Conditions of your Tenancy ’ and they are intended to ensure that you and your neighbours can enjoy your homes in peace and comfort.

However, even with the best of intentions, problems can sometimes arise between neighbours or in a community.

Any form of anti-social behaviour, noise or harassment can cause great upset. You can help to avoid such difficulties by showing consideration, thinking of others and making sure that you carry out your responsibilities.

Along with this Handbook you should have been given an information leaflet on the most common causes of nuisance. Please contact us if you need more information or another copy.

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We will consider it to be a breach of your Tenancy

Agreement if you, a member of your household or any visitor causes a nuisance to neighbours. If this happens, and if after warnings the behaviour does not stop, we may be left with no alternative but to ask the Court to approve your eviction. For more information see your Tenancy Agreement part 3.

6.1 Caravans

If you own a caravan we appreciate that you will need to park it outside your home just before and just after a trip. However, please do not park your caravan outside your home all year round. There are caravan parks in West Lothian where you can keep your caravan when it is not in use.

6.2 Car Parking

We do not allocate or guarantee parking spaces, so it is important that you show consideration for your neighbours, for example by not parking in front of entrance drives etc.


6.1

Please do not park unroadworthy vehicles outside your home. If we find such a vehicle there we will ask you to remove it.

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6.3 Children

If you have children you have a responsibility to control and supervise them, to make sure that they behave well and do not cause any nuisance to neighbours.

6.4 Common Stairs – Stair Cleaning

If your home is in a block of flats with a common stair then an arrangement for the regular cleaning of the stairs is necessary. In several of our areas with blocks of flats we have arranged that stair cleaning will be carried out by a contractor, with the tenants involved paying a charge for this service.

If you live in an area where there is no contract then you will have to take your turn with the cleaning by arranging a rota with your neighbours. This is one of the conditions of your tenancy (see your Tenancy Agreement part 2.8

).

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If you and your neighbours cannot agree on the arrangements for stair cleaning, we will decide what will be done, and when. If you regularly fail to clean the stairs when it is your turn, we may do it and charge you the cost.

It is also very important that stairs and landings are kept clear so that there is a safe way of getting out of the building in an emergency.

Household goods, bicycles or rubbish left on the landings are not only unsightly, they can be dangerous – they can stop you or your neighbours escaping quickly in the event of a fire (see your Tenancy


).

6.2


6.5 Disagreements with Neighbours

If a problem occurs between you and a neighbour it is best to try to sort the problem out between you first. Your neighbour may not have realised that they were causing you a problem and very often a friendly word is enough to sort matters out. Please try to discuss the problem calmly and if necessary be willing to show some compromise.

If this approach does not work please contact your Housing Officer for further advice and assistance. We have a policy on dealing with anti-social behaviour and an information leaflet which may help you in deciding what to do next.

If we get involved in your problem there will be a range of actions that we can take which will require your co-operation, including keeping an accurate record of when disturbances or anti-social behaviour has happened.

In very serious cases where warnings to stop unacceptable behaviour have not worked, we may have to take legal action in order to obtain an eviction order against the tenant or tenants who are the cause of the antisocial behaviour. Please look at your Tenancy Agreement part 3 which describes your responsibility to show ‘respect for others’ and be a ‘good neighbour’.

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6.6 Feeding Animals

Please do not attract birds or vermin by putting out food for animals. The mess left by birds on roofs and window cills can become a health hazard.

6.7 Garages

We have a number of garages to rent in some of our areas. If you wish further details please contact our office.


6.3

6.8 Gardens

If you have your own garden it is your responsibility to maintain it to a satisfactory standard. If you share a communal garden you have a joint responsibility with your neighbours to maintain it.

If we find that gardens are not being maintained to an acceptable standard we may have to undertake the work and charge you the costs. We will also have the right to take legal action to ensure that you keep your garden tidy.

What do we mean when we say that you have to “keep your garden from becoming overgrown or untidy”? This includes the following:

• keeping the garden area including footpaths and driveways tidy, free from weeds, litter and dog or other animal dirt;

• cutting the grass regularly;

• cutting any fast growing hedges, such as leylandii, regularly so that they are no higher than 1 metre at the front of your garden or where the vision of motorists could be blocked, and 2 metres anywhere else, and do not cause your neighbours a nuisance;

• not taking parts off or chopping down trees without our written consent in advance, unless you have planted them;

• not removing, chopping down or destroying any bushes or hedges without our written permission in advance, unless you have planted the items;

• keeping any fences you have installed in good repair;

• asking us for written permission before putting up any structures such as a shed, a greenhouse or garden decking.

6.9 Garden Scheme

There are two schemes to help you to look after your garden if you are not able to care for it yourself.

1. West Lothian Council’s scheme is available to you if you are over 70 years of age, are disabled or blind, or if you suffer from ill health and are receiving Disability Living Allowance. It covers grass cutting and hedge trimming only. There may be a charge depending on your income. Application forms can be obtained from West Lothian Council or from our office and should be sent to West Lothian Council.

6.4


2. Almond’s scheme is designed to give help which is not available under the Council’s scheme, such as the maintenance of borders, digging and pruning. It can also give help with grass cutting and hedge trimming if you are eligible. Our scheme is free of charge at the moment.

You will qualify for our scheme if you are of pensionable age, are registered disabled or blind, or if you supply evidence confirming that you are receiving Disability Living Allowance.

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Please note that if there is an able-bodied person who is under pensionable age living with you, you will not be able to get help under either scheme.

6.10 Harassment

Any form of harassment can cause great distress to those who experience it. We have a detailed policy for dealing with cases of harassment. We also have an information leaflet which you may ask for and which may help you to decide what to do if you are experiencing any form of harassment.

Please contact us if you need more information. We will consult at all times with the victims of harassment on any proposed action(s).

Your Tenancy Agreement part 3 details your responsibilities not to harass your neighbours or others in your area.

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As a landlord we will not tolerate any harassment by our tenants and will deal sympathetically, speedily and seriously with all complaints received. Those causing harassment may end up being evicted.


6.5

6.11 Keeping Pets

Your Tenancy Agreement allows you to keep domestic pets such as a dog, cat, bird or a rodent (hamster or gerbil). If you wish to keep any other type of animal please contact our office before you finalise any arrangements.

Your pet must not cause a nuisance or damage to the property or surrounding area. Your Tenancy


gives more details about the conditions under which you may keep your pet.

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14 days of us advising you in writing.

6.12 Noise

Too much noise from late night parties, music systems turned up too high or from household equipment such as washing machines, hoovers or

DIY tools, especially if used in the early hours of the morning can cause great annoyance. Please think of others and keep the noise levels reasonable!

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Agreement, the Council has the legal power to make you turn down noise levels if they are above a set limit.

6.6


6.13 Refuse and Bin Stores

All refuse is a health hazard. Please place all your rubbish in securely tied bags in the wheelie bin and do not leave rubbish bags lying on the ground or in garden areas as it will attract animals and vermin.

Where you have a bin store you and your neighbours are responsible for keeping it clean and tidy. For more details see your Tenancy Agreement part 2.12.

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6.14 Running a Business from your Home

If you wish to run a business from your home you will need to ask for our permission by contacting your Housing Officer and completing our application form.

Whether or not we give our permission will depend to a large extent on the type of business you want to run. If we give our permission, you must make sure that your business does not cause your neighbours any disturbance or annoyance.

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Depending on the type of business, we may increase your rent if we give you permission.

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6.7

6.8


7. REPAIRS AND MAINTENANCE

This section should be read in conjunction with your Tenancy Agreement part 5.

7.1 Reporting Repairs – When our office is open

When you find that a repair is needed in your home let us know by telephoning, e-mailing, writing or calling into the office. When you report a repair please give the following information:

• your name, address and telephone number

• full details of the problem

• a morning or afternoon when an adult (someone over the age of 16 years) will be in the house, so that an appointment can be made for a contractor to call.

7.2 Reporting repairs – When our office is closed

If you need to report an emergency or urgent repair when our office is closed our answering machine message will give you emergency numbers which you can contact. Examples of emergency or urgent repairs are:

• damage caused by a fire or flooding;

• damage that leaves your home unsafe or insecure, such as a broken external door that cannot be closed or a broken ground floor window.

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Please do not call out a contractor during the night or weekend if the work is not an emergency or urgent. If you do and the work is not an emergency or urgent you may be charged for this.

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If you call our contractor out at nights or weekends to open your door and replace your keys because you have lost them, you will be charged the full call out charge plus the cost of any work carried out.

7.1


7.3 Response Times

We have different response times for different types of repairs.

1 hour • Emergency Repairs – damage caused by fire or flood

– loss of heating, major electrical faults, taps which can’t be turned off

1 day

• Urgent Repairs – overflow running, missing gutter, faulty electrical socket

• Normal Repairs – all other repairs

3 days

10 days

7.4 Access for Repairs

You are responsible for making sure that our contractor has access to the area of your home that needs to be repaired. For example, if you are planning to lay a carpet or laminate flooring, box in pipes, lay floor tiles or wall tiles then you must ensure that you leave access to any services such as gas, electricity or water services.

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If our contractors cannot gain access because of work you have done, you will have to move or remove whatever is preventing them from carrying out the repair.

7.5 Emergency Repairs

The emergency repair service will make your home safe. Arrangements to complete the repair will be made on the next working day. The repair will be carried out as quickly as possible during our normal working hours.

BE

SAFE For your own safety you must not try to carry out repairs to your gas or electricity supplies yourself.

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ECK THIS

In very urgent cases when there is no one present to let us in we have the legal right to enter your home to make it safe.

BE

SAFE If you think you have a gas leak, don’t phone us – contact Transco immediately on 0800 111 999

7.2


7.6 Responsibility for Repairs

As your landlord we are responsible for carrying out most of the repairs to your home. These include repairs to its structure, and to the fixtures and fittings within your home that belong to us, such as the doors, windows and kitchen units.

You are responsible for internal decoration, including the woodwork, and for some other repairs including repairs to all the furniture and household equipment that belongs to you.

The table below shows whether we (Almond) or you (Tenant) are responsible for repairing the item listed.

ITEM

Boiler

Banisters (internal)

Bath

Bin store

Brick/blockwork

Carbon Monoxide detectors

Carpets

Carports

Ceiling

Chimney stacks/pots/cowls etc

✓

Central heating pipes, radiators, ✓ timer, thermostats, pumps

✓

Cistern ✓

Cleaning – communal stairs & windows

Clothes poles

ALMOND TENANT EXCEPTIONS

✓

✓

✓ Unless installed by you

✓

✓

✓

✓


✓

✓

Unless installed by you

Unless included in service charge – then Almond’s responsibility

Ropes – your responsibility

Cookers ✓


7.3

ITEM

Cupboards

Damage – wilful or neglect

Damp-proof course

Doorbell

Doors to common areas

Doors (internal)

Door handles (internal)

Doors/door fittings (external) ✓

Door locks (including bathroom) ✓

Downpipes (rain & soil) ✓

Drainage systems ✓

Driveways ✓


✓

✓

✓


✓


✓

Unless your own installation

Drying areas ✓

Electric heater supplied by Almond

Fences

✓

Electric wiring/sockets/switches ✓

Entry system ✓

✓

Floor tiles ✓



Floorboards

Foundations

Fusebox

Fuses

✓

✓

✓

✓

Fuses to plug

Garage ✓

✓

Gas leak ✓

Unless erected by you

Contact Transco

7.4


ITEM

Gas piping

Gate

Greenhouse

Glass

Guttering

Handrails

Hatch to loft

(communal or individual)

Immersion heater

Keys (replacement)

Kitchen units

Laminate flooring

Light bulbs/tubes/starters

Light pendants & roses

Overflow pipes

Painting (external)

Painting (internal)

Path to main access

Path to garden

Plaster & plasterboard

Porch

Retaining walls

Roof, roof tiles/slates/rooflights

Ropes for clothes dryers

Rotary clothes dryer


✓


✓

✓ Some instances of vandalism reported to Police

✓

✓

✓

✓

✓


✓

✓


✓

✓

✓

✓

✓

✓

✓

✓

✓

✓

✓

Unless laid by you


Roughcast ✓


7.5

ITEM

Shed

Shower unit

Sink bowl & drainer

Skirting boards

Smoke detector unit

Smoke detector battery

Stairlighting

Steps

Taps

Tap washers

TV aerial

Vandalism – repairs

Ventilator/extractor fan

Wash hand basin

Waste plugs/chain to basin/bath/sink

Water heating

Water supply

WC bowl, seat, lid

Window frame, sill & fitting


✓

✓

✓



✓

✓

✓

✓

✓


✓

✓

✓

✓

✓

Unless common installation

Only if reported to

Police



✓

✓

✓

✓

Contact Water

Authority


✓

7.6


7.7 Chargeable Repairs

Any repairs that are caused by neglect, carelessness or abuse by yourself, any member of your household or a visitor to your property will be charged to you.

With the exception of replacement keys, which you will have to arrange for yourself, you can either arrange for a tradesman to carry out the work needed to fix any repairs that you are responsible for, or ask us to do it using our contractors.

If we agree to carry out the work payment will be required before any work starts. The work will not be carried out until we have received the full amount.

Where the work is quite urgent, such as a blocked toilet, and the cause of the problem is not known before work starts, but it is discovered that you or a member of your household caused the problem, then you will have to pay for the repair.

Some of the common repairs that tenants normally have to pay for are:

• Changing your door locks because you have lost your keys (we do not hold spare sets of keys)

• Broken windows (unless caused by vandalism, reported to the police within 24 hours and an incident number is obtained)

• Sink blocked with fat, grease or hair

• W/c or drains blocked with air fresheners or toys etc.

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ECK THIS

If you call our contractor out at nights or weekends to open your door and replace your keys because you have lost them, you will be charged the full call out charge plus the cost of any work carried out.

For further advice please contact your Housing Officer.


7.7

7.8 Cyclical and Planned Maintenance

There are a number of repairs that we will carry out on a regular basis in order to maintain your home. These are called cyclical maintenance and examples are outside painting, checking smoke detectors and the servicing of gas central heating.

Our planned maintenance programme covers work such as the replacement of windows, doors and kitchen units. Each year we carry out this type of work in a number of properties. We will inform you about how long the work will take and consult you about any design and colour choices.

Planned maintenance work is carried out during normal working hours.

7.9 Annual Servicing of Gas Central Heating

If you have gas central heating this must by law be serviced once a year.

When we contact you to let you know this will be happening we will arrange a time with you when there will be an adult (someone over the age of 16) at the house to let the engineers in. If we are not able to check your gas heating within a reasonable time we may have to take action to gain entry, including if necessary legal action.

We will give you a copy of the report following the annual inspection. If any repairs or replacement are required we will carry these out within a reasonable time.

7.10 Communal Aerials

If your home is served by a communal television or communications aerial provided by us, we will carry out any repairs required within a reasonable period.

7.11 Water Supply Installations

To comply with the Water Bye Laws, we will aim to ensure that installations for the storage and supply of water which we are responsible for are properly installed and effectively protected.

7.12 Right to Repair

If we do not carry out certain urgent repairs (known as ‘qualifying repairs’) in the agreed timescale you can appoint your own contractor from our approved list to carry out the repair. You may also be entitled to compensation if there has been a delay in attending to the repair. We will tell you on the repair receipt you will receive whether the repair is covered by this scheme.

For further details of the ‘Right to Repair’ scheme, please contact us.

7.8


7.13 If we fail to carry out Repairs

If we fail to carry out repairs that we are resposible for under your Tenancy

Agreement you have the right to have the repairs carried out yourself and deduct the reasonable cost of doing so from your rent. However, you may only do so if:

• you have notified us in writing about the need for the repair; AND

• we have not completed the repair within a reasonable period; AND

• you have made a formal complaint under our Complaints

Procedure; AND

• you are dissatisfied with the outcome of your complaint having completed our Complaints Procedure, OR you have waited at least

3 months since making your complaint.

Any work you arrange must be carried out by a reputable contractor and comply with all current legislation.

7.14 Ending your Tenancy

If you are intending to give up your tenancy you must give us at least 28 days notice, so that we can arrange for an inspection of your home.

You will be advised of any repairs that you have to do to bring your home up to standard before you leave. If you do not carry out the work, or if additional repairs are identified after you leave the property, we will do the repairs and you will be charged the costs.

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ECK THIS On leaving the house please make sure that all rubbish is removed or we will arrange this and charge you the cost.


7.9

7.10


8. COMMUNICATION & CONSULTATION

An important part of our service to you is communication – informing you about our plans and listening to what you have to say, both positive and negative, about how well we are doing (see also section 12 – Comments

& Complaints, and your Tenancy Agreement part 8 ).

8.1 Tenant Participation

We are committed to helping all our tenants to be as involved in our work as they wish to be. We encourage you to become involved in the issues which affect the management of your tenancy and your local area. This can range from simply giving your views when asked, to becoming a member of the Association and standing for election to the Management Committee.

Each year we produce a Tenant Participation Action Plan which describes the actions we will take to maintain existing levels of tenant involvement or develop new activities to increase the amount of your involvement. A copy of the current Action Plan is available on request, either by ’phoning, e-mailing or writing to us, or by calling into our office. Details are also publicised in the Almond View .

We have also produced a Tenant Participation Strategy. Among its key features, we say that we will:

• hold open days and information ‘road shows’ to inform you of any changes that may affect you;

• introduce a consultation register containing details of all tenants who wish to be given the opportunity to have their say over any proposed changes to our services;

• give you the opportunity to be consulted about any proposed rent increases;

• give you the opportunity to be involved in our ongoing programme of policy review;

• prepare a timetable for tenant participation with details of when key decisions such as rent setting and policy reviews will be taken, to ensure that you have sufficient time to be involved, if you wish to;

• in our newsletter, promote the benefits of tenants groups and the support we can provide;

• continue to invite our tenants to consider participating in the management of the Association by becoming a member of the

Management Committee.


8.1

8.2 Tenants Groups or Forums

Tenants Groups or Forums give us the opportunity to have regular discussions with tenant representatives on our services and to seek views on our plans and proposals.

We are keen to see local tenants’ groups or forums set up and will help with advice and support, including financial support to help groups get started and keep going.

If you are interested in setting up a group or joining an existing group, please speak to your Housing Officer in the first instance.

8.3 Newsletters

To keep you up to date with our work we produce a tenant Newsletter,

Almond View , at least twice a year. It includes news about new plans and proposals, general information about Almond, advice to you as a tenant to help you look after your home and details of any changes to our main policies or procedures.

We will welcome any news and views that you think would be of interest to other tenants or to our staff, for inclusion in the Newsletter.

Please send us your contributions by letter or e-mail, or hand them in at our Reception.

8.4 Surveys

To help us to know how well we are delivering our services we carry out Tenant Satisfaction

Surveys on a regular basis – usually around every 3 years or so. These surveys are normally arranged by an independent organisation, and we rely on your help and co-operation in completing and returning all the survey forms.

The results of these surveys help us to make any changes and improvements that we need to, and to plan our future activities.

We report on the results of each survey in the Almond View .

From time to time we may also carry out a smaller survey using our own staff – for example to ask for your opinion about a particular plan or proposal. Your co-operation will help us to make informed decisions about our services so that they will be relevant to your needs.

8.2


8.5 Repairs and Maintenance – Your Comments

Following the completion of each repair you have the opportunity to comment on how well, or otherwise, the work has been done, when you complete the Customer Satisfaction Form that will be sent to you.

At the end of each contract for the replacement of items such as doors, windows or kitchen units we will ask for your views on the work carried out and the performance and attitude of the contractor.

8.6 Consultation Register

If you wish to be consulted by us on any major proposals we are considering, including any increases in your rent or any service charges you may pay, please contact our Policy & Development Section and ask that we add your name to our Consultation Register.

Please also let us know if at any time you no longer wish to be consulted by us, so that we may remove your name from the Register.

8.7 Consultation on Major Changes

When we are considering a major change in our plans and activities we will seek views and comments before we make any final decisions, by consulting in the following ways:

• by writing to all those on our Consultation Register

• through any Tenants Forums or Groups that may exist

• by holding public meetings

• by inviting comments through the Almond View

Areas of regular consultation will include:

• proposed changes to rents or service charges

• proposed changes to policies or procedures covering our housing management and maintenance activities

8.8 Notice Board

Current information which may be of interest to you is displayed in the reception area of our office, and you are welcome to drop in any time during office hours to look at this.


8.3

8.9 Policy Manual

You are entitled and welcome to view any of our policies concerning housing management and maintenance. If you wish to do so please ask the receptionist who will arrange for you to be given access to the documents you wish to see.

8.10 Annual Report

After the end of each financial year we produce an Annual Report. This is sent out automatically to each Member of the Association, and copies are also available at reception for all others interested.

8.10 Sending Documents To or From Us

If you wish to send a letter or other document to us, please send or deliver it to our office. If we wish to send you a letter or document we will send it to your home. We will assume that your house address is where we should send all written communications to, unless you tell us in writing that you wish any written communications to be sent to another address.

8.3


9. HOME IMPROVEMENTS & ALTERATIONS

9.1 Permission for Alterations or Improvements

Your Tenancy Agreement part 5.27

allows you to make some types of alterations or improvements to your home. However you must obtain written permission from us before you start any work.

Some of the common requests we get include installing or erecting:

• replacement kitchen or bathroom suites

• electric shower units

• wooden (laminate) flooring

• pine panelling

• textured (artex) ceilings

• a garage, shed, greenhouse or garden decking

• double glazing

• internal or external doors

• removal of internal walls

• slabbed paths

• aerials or satellite dishes

• garden fences or walls

For certain alterations you may also need to receive permission from other relevant authorities (e.g. planning permission from West Lothian

Council’s Planning Department, or a Building Warrant from the Council’s

Building Control department because of building regulations). We can advise you if you need to contact them.


9.1

If you wish to make an alteration please speak to your Housing Officer who will explain what you have to do. You will need to complete our application form with details of the work you wish to carry out and, if required, provide confirmation that you have the necessary planning permission or building control approval.

We will reply in writing within 1 month of receiving your request and permission will not be unreasonably withheld provided the work you want to do is safe and will not cause damage to the structure of the building. To ensure safety and satisfactory standards we may have to make some conditions and if so we will make sure that you have all the information you need before you start work.

Once we have given our permission you must complete the work within 3 months, unless we have agreed an alternative completion date. We will inspect the completed work and when we are satisfied that it has been carried out properly we will confirm this to you.

While you continue to occupy the property you will normally be responsible for the maintenance of the work that has been carried out. We will also advise you whether the installation should be left when you leave the property or whether it has to be removed and the property put back to its original condition.

9.2 Compensation for Improvements

If you have made improvements with our permission and we have approved the final work, you may be entitled to claim compensation for part of the cost of the work when you end your tenancy. In some cases we may choose to make you a discretionary payment even if you do not qualify under the normal arrangements.

If you think you might qualify for a payment please ask your Housing Officer when you give notice to end your tenancy.

9.2


10. SEEKING A HOUSE MOVE

There are various ways for you to apply to move to another house. Before you decide which option is best for you, we suggest that you contact your

Housing Officer to have an informal chat about your circumstances.

10.1 Moving to another Almond property – Applying to be placed on our Waiting List

Our waiting list is based on housing need. Points are allocated for various circumstances and the total of your points decides where you are placed on the waiting list. The main reasons for needing to move home are usually:

• Medical reasons

• Social reasons

• Changes to the number in your household, e.g following the birth or adoption of children.

[NOTE: Where the change is the result of the planned coming together of two families resulting in overcrowding we will seek to assist, but you will have to accept the initial offer of housing that we make.]

Providing that you come into one of these categories and meet the conditions below, please contact us for an application form.

To be considered for a move, you must:

• have lived in your home for at least 6 months;

• either have less than 1 month’s arrears of rent or any other charges, or have a higher level of arrears and have maintained an agreed arrangement to pay arrears of rent and/or other charges for at least 3 months;

• ensure that the fixtures, fittings and decoration of your home are in good condition (an inspection will be carried out by your Housing

Officer before you are placed on our waiting list).

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ECK THIS Please note – only 10% of our empty properties are allocated to existing tenants who wish to move to another Almond property.


10.1

10.2 Mutual Exchanges

Mutual exchanges are where two tenants agree to ‘swap’ their homes with each other.

We hold a mutual exchange list in our office with the names and addresses of tenants who are looking for an exchange. To add your name to the list you can collect a form from reception at any time. You can also call in to reception during office hours to check the list.

Mutual exchanges can take place between any of our existing tenants so long as they meet the same conditions as those listed above for being added to the waiting list, except that the minimum 6 months residence may not always be required.

Where a mutual exchange takes place, we will however require that you live in your new property for at least 6 months.

CH

ECK THIS Please note: If you have the ‘Right to Buy’ your current home, you will lose this right if you move to another Almond property. For more information please contact our office.

We are also happy to help with exchanges between our tenants and the tenants of any other Registered Social Landlord such as a Housing

Association or Council. However any tenant you wish to exchange with will have to meet our standards and a reference will be required from their current landlord.

Once you have found someone to exchange with please contact us for an application form. Both tenants wishing to exchange must complete an application form.

10.2


10.3 Homeswap

Homeswap is a national and local register of tenants who wish to swap homes to another area.

This is like our mutual exchange register but on a bigger scale.

Homeswap sends us each month a list of people wishing to move into and out of our area. The list is kept at reception and if you would like to look at it please call into our office.

10.4 HOMES Mobility Scheme

Under the H.O.M.E.S scheme, we can nominate you to another Housing

Association or Local Authority landlord. This may help you to make a quicker move to a specific area in Scotland, England, Wales or Northern

Ireland, if you meet the necessary conditions.

Please contact us if you would like more information or an application form.

10.5 Applying to other Registered Social Landlords

You can apply directly to any other Housing Association, Local Authoritiy or any other Registered Social Landlord for housing, so long as you meet their criteria. More information can be obtained from their offices.


10.3

10.4


11. CONFIDENTIALITY AND ACCESSING INFORMATION

11.1 Tenant Information

All the information you give us is treated confidentially, and is only available to the members of staff who need to know it to carry out their work.

Under the Data Protection Act you have the right to access the information that we hold about you in our file. You can see any information that you have given us, but you do not have a right to see information provided by someone else unless they have given their permission in writing.

If you wish to see the information we hold about you, please write to our

Chief Executive and we will deal with your request.

You can also ask for details of your rent account at any time, but as stated in section 2, we will need proof of identity before we give out the information.

However details about your account cannot be given out to anyone else unless we have written permission from you agreeing to this.

11.2 Other Information

You can ask for information on other matters including the terms of your tenancy, about Almond Housing Association in general and our repair and maintenance obligations.

You can also ask to see copies of our Housing Management and

Maintenance policies, and copies of some other general management policies such as our Equal Opportunities Policy. All our policies have been approved by our Management Committee.

11.3 Committee Member Access to Information

Management Committee Members do not have access to any details about an individual tenant or applicant which could identify that person.

When the Management Committee is considering situations involving tenants or applicants all reports are anonymous and the individuals are referred to by a reference number only.


11.1

11.2


12. COMMENTS & COMPLAINTS

We always try to carry out our work to the highest standards – to get it right first time – and we do appreciate it when you get in touch to let us know when you are satisfied with our service. We realise however that we will not always get it right and that you may feel that you need to make a comment or complaint about something we have done (or not done!).

You should have been given a copy of our information leaflet on

‘Comments & Complaints’ along with this Handbook. If you need more information, please contact us.

12.1 Comments & Informal Complaints

We welcome comments and justifiable complaints as they help us to know how well we are doing, and may well point out things that we should change or do better.

CO

NTA

CT U

S!

If you have any comments or complaints you wish to raise in connection with your tenancy or anything else we do please speak to your Housing Officer informally in the first instance.

Very often most complaints can be sorted out quickly following a quick chat or ‘phone call.

12.2 Formal Complaints

If the complaint is not dealt with quickly, or if it is a matter that needs some time to be investigated, you will be asked to put your complaint in writing so that it can be dealt with by one of our senior members of staff.

You will receive an acknowledgement in writing within

3 working days of us receiving your complaint, and will normally receive a full reply in writing within 10 working days. If the investigation is complicated, we will write to you within 10 working days to advise that we need some more time, and will give you an indication of when we will be sending a final reply.

Part of our investigation may involve arranging an appointment for you to meet with the person investigating your complaint.


12.1

12.3 If you are still not satisfied

If you are still not satisfied with the outcome you can write asking that your complaint be considered by our Management

Committee. They will arrange for your complaint to be investigated by a Panel of

Committee Members.

You can ask to attend part of the Panel’s meeting to put your complaint personally and answer any questions. A written reply will be sent out to you within 5 working days after the meeting.

12.4 Contacting the Ombudsman

Once you have been through our own procedure, and if you feel the complaint still has not been dealt with by us to your satisfaction there is an Ombudsman that can be contacted. This is a free and impartial service, and a leaflet about this service is available from our office (see also index page iv for contact details). The Ombudsman’s staff will advise you if they are able to investigate your complaint further.

12.2


TENANT HANDBOOK – INDEX i - Almond Housing Association

TENANT HANDBOOK – INDEX

USEFUL CONTACTS

1. INTRODUCTION

2. YOUR TENANCY

3. MONEY MATTERS

£

£

4. STARTING YOUR TENANCY

5. LOOKING AFTER YOUR HOME

6. BEING GOOD NEIGHBOURS

7. REPAIRS AND MAINTENANCE

8. COMMUNICATION & CONSULTATION

9. HOME IMPROVEMENTS & ALTERATIONS

10. SEEKING A HOUSE MOVE

11. CONFIDENTIALITY AND ACCESSING INFORMATION

12. COMMENTS & COMPLAINTS

Related documents

Products

Support

TENANT HANDBOOK – INDEX i - Almond Housing Association