Tenantshandbook2014

Providinghigh qualityhomes, services and extra help when needed

Welcome

Providing high quality homes,services and extra help

In this Tenants’ Handbook we’ve tried to cover all the most important points about being a Family Housing Tenant along with some answers to frequently asked questions and some more general information.

We hope you find it useful

Family Housing Association is a social housing landlord with over 2,000 homes in Swansea and West Wales. Since 1975 we have been offering homes for rent and for low cost ownership as well as housing for single people, families, older people, those who need adaptations to their homes and for those who need extra support.

Some of the money we use to build homes comes from the Welsh Government and we also borrow from banks and building societies.

We are governed by a voluntary Board of Management who support the chief executive and directors in the running of the company.

Our Head Office is at:41-43 Walter Road, Swansea SA1 5PN Phone: 01792 460 192www.fha-wales.com

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Phone 01792 460 192Fax 01792 473 726Email [email protected] www.fha-wales.com

Emergency Out of Hours Number 0800 435 223

FREEphone Repairs 0800 435 223FREEphone Rents/Tenancy Management 0800 021 3930

(Remember: your network provider may charge you for calling 0800 numbers from a mobile phone)

Rents Team 01792 482 705Tenancy Management Team 01792 482 702

We are open 9am to 5pm Monday to FridayClosed Bank Holidays

Q: How to Contact Us?

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1 Rents and Service Charges Paying your rent and service charges

Will my rent and service charges change?

What does my rent and service charges pay for?

Getting help to pay your rent

Help with rent arrears

2 Repairs and Maintenance Emergency repairs out of office hours Gas Leaks

Report a repair

How long will repairs take to be completed?

Gas Safety Check Servicing

Gardens and Communal Areas

3 Housekeeping Getting the best energy deal

Your water supply

Your gas supply

Your electricity supply

Home contents insurance

Home Fire Safety

4 Rights and Responsibilities Your rights

Your responsibilities

The Tenants’ Guarantee

Your Tenancy Agreement

Q: Your Tenant Handbook


Section 7: Frequently Asked Questions


5 If your needs change Getting support if you need it

Adapting your home if your needs change

Moving home if your needs change

6 Compliments, Concerns and Complaints How to express a compliment, concern or complaint

7 Frequently asked questions Having your say

Data Protection and You

Equal Opportunities and You

Crime Prevention

Domestic Violence

Credit Union

TV Licence

Decorating and home improvements

Damp and condensation

Parking

Keeping pets

Neighbour nuisance and anti-social behaviour

Moving out and ending your tenancy

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Section 1: Rents and Service ChargesPaying your rent and service chargeYou can pay your rent in a number of ways . . .

Direct Debit or Standing Order

Setting up a direct debit or standing order is probably the easiest way to pay week or month. You can choose any day for your payment.If you would prefer to pay by standing order – please ask us for our bank account details

Over the Phone

Call us FREE on 0800 021 3930 or 01792 482 705to pay your rent using a debit or credit card.

At anywhere you see the PayPoint sign

Use your rent payment card to pay by cash, debit or credit card or cheque anywhere you see the PayPoint sign including Post Offices, local shops, newsagents or petrol stations. Make sure you keep your receipt.

Online

Pay your rent online at www.fha-wales.com and click on the pay rent button. (You will need your tenant reference number on hand to do this)

At our office

You can also pay by cash, debit or credit card or by cheque at our offices at43 Walter Rd, Swansea SA1 5PN.

6 Section 1: Rents and Service ChargesWill my rent and service charge change?

For Assured Tenants your rent and service charge (if applicable) rises each year. If you are a Secure Tenant your service charge is increased each year but your rent is increased every two years. We will write to you each March giving you 4 weeks notice of any increase.

Occasionally, where there are changes in services provided (such as extra grounds maintenance or extensive adaptations) that increase the service charge. If this happens, you will also be given 4 weeks’ notice before the charges increase.

What does my rent and service charge pay for?

Your rent is the money you pay us to live in your home and we use it to pay for:• Repairs to your home • Mortgage payments • Staff costs• Building insurance

Your service charge pays for services we carry out to your property and on your housing estate or scheme and includes:• Cleaning, lighting and heating internal communal areas• Lighting, grass cutting and litter picking in external communal areas• Window cleaning• Providing and servicing door entry systems, fire safety equipment• The cost of support in some of our older persons’ schemes.• Other communal items such as lifts, carpets, TV aerials and refuse bins.

Getting help to pay your rent

You may be able to get housing benefit towards paying your rent and service charge. You have to apply to the local council. We can help you fill in the forms.

You may also have to pay other charges that are not covered by HousingBenefit such as heating and lighting, water and parking.

Some of our older persons’ schemes have community alarms and support services which are a separate charge and some of you may get funding from Supporting People to pay for these.

Help with rent arrears

There can be a number of reasons why people fall behind with their rent such as losing your job, family problems, poor health, reading or writing difficulties.

If you are struggling to pay, please contact our Rents Team on 0800 0213930as soon as you can. We are here to help.

We can help you budget and make sure you are claiming all the benefits you are entitled to, this could make a big difference to the amount of money you have coming in.

We also have a support team who can offer one to one support on a short term basis. Just let us know what the problems are and we will do our very best to help.

It is very important that you keep to any agreement you make with us to pay your arrears. If you do not keep to your agreement it could lead to court action and you could end up losing your home.

If you would like help with budgeting, please call our

Financial Inclusion Officer Alison Dahlgren on 01792 482709

Section 1: Rents and Service Charges


Section 2: Repairs and MaintenanceEmergency Repairs Out of Office HoursTo report an emergency repair outside office hours phone 0800 435 223. (Remember: your network provider may charge you for calling 0800 numbers from a mobile phone)

Gas Leaks

If you smell gas . . .Phone TRANSCO immediately on 0800 111 999Turn off gas supply at meterOpen front and back doors and windowsDO NOT switch any electric lights or sockets on or offDO NOT disconnect plugs or appliancesDO NOT use matches or lighters

Report a repair

To report general repairs use the same number: 0800 435 223 at any time between 9am and 5pm Monday to Friday

Or you can:• Send an e-mail to [email protected]• Call into our offices, or write to us at: 41-43 Walter Road, Swansea SA1 5PN• Tell your Support Staff

If you report your repair by email or letter don’t forget to include your name, address, phone number and as much information as you can about the repair as well as telling us which day, and or time, you will not be around for our contractor to call.

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How long will repairs take to be completed?

We have set response times for repairs:

Type of repair Target time for completion

Two-hour emergency repairs up to 2 hours

Emergency repairs up to 24 hours

Urgent repairs up to 7 days

General repairs up to 28 days

Two-hour emergency repairs

These are repairs which, if not dealt with or made safe, may affect your health, safety or security and include:

• Gas leaks or fumes from the boiler• Serious water leaks which cannot be turned off • Water supply failure (if it is our responsibility) • Dangerous electrical faults• Locking yourself out if you are elderly, disabled or have young children• Fire alarm set off• Property insecure – not able to lock a door or accessible window • Entrance door or essential door inside cannot be opened • Damage by fire (initial inspection and making safe and secure) • Structural danger to tenants or the public• Broken windows (if very dangerous or the property cannot be made secure)• Warden-call system not working

Section 2: Repairs and Maintenance


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Emergency repairs can take up to 24 hours and include:

• Blocked or broken toilet (if there is only one in the building) • Blocked manhole or drain• Total failure of heating between 1 October and 1 May• No hot water• No lighting on a shared staircase if there is no natural or other light source• Failure of a smoke alarm• Damage to fire extinguishers or emergency lighting• Broken down lift• Removal of racist graffiti

Gas Safety Check Servicing

If your home has a gas fired central heating system, the Law says that service engineers will need to carry out an Annual Safety Check. (Gas (Installation and Use) Regulations)

The safety check is to make sure that the system is operating correctly with no risk to your health and safety from carbon monoxide leaking. It can also identify any repairs that are needed.Our engineers will also check your smoke alarms at the same time

Gas Safety Check Appointments

We will send you an appointment date. To make sure that the letter does not get mixed up with other mail, the envelope will be marked:

“This is not a circular – important information about your home!”

We will also send you a short questionnaire. When your safety check has been done, please fill in the questionnaire and send it back - your name will be entered in a prize draw and you could win £50!

Section 2: Repairs and Maintenance


Section 2: Repairs and MaintenanceBefore and during the safety check . . .

You cannot refuse access for yearly safety checks.

The safety check takes about an hour. If you cannot be at home on the day or at the time given

for your safety check, please phone us immediately on 0845 702 3820 to arrange a new time or date.

On the day that the engineer calls, please switch off your boiler about an hour before the appointment time so that it is cool enough for the engineer to work on it.

Missed Appointment or Refusing Access

Missing a pre-booked appointment, or not rearranging a new date in advance, are both classed as refusing access. If you refuse access, we will get a court order allowing us access. If we need to do this, you will have to pay the legal costs involved, which are about £500 plus VAT.

Failing to keep to the court order, puts you in contempt of court. The judge may fine you or even send you to prison.

12 Section 2: Repairs and MaintenanceGardens and Communal Areas

You must keep any garden, pathway, parking area or other area you have sole use of clean and tidy and free from rubbish, discarded objects, abandoned cars and other obstacles. This includes regularly mowing the lawn and keeping any shrubs and trees neat and tidy.

Many of our housing developments have an Estate Service which looks after the hard and soft garden areas. If you get this service you will pay a weekly service charge on top of your weekly rent. The Estates Service includes:

Grounds Maintenance

Between April and October:Cutting front lawns and communal grassed areas every two weeksCutting grass banks and rough areas every four weeksEvery two weeks: Litter picking rubbish Twice a year:Pruning shrub beds and making sure that paths and windows are clear.Treating any weeds as part of our weed control programme.

Communal Area Cleaning

The Estates Team will clean all internal communal areas including stairwells, lobbies, corridors, lifts and laundry rooms every two weeks throughout the year.

Garden Competition

We hold an Annual Gardening Competition with gift vouchers as prizes to reward you for helping to make our homes and housing developments more attractive places to live. You can find more details of the competition in our Family Matters magazine or phone our

Tenant Participation Officer Carol Johns on 01792 482 762

Getting the Best Energy Deals

With so many companies and so many different tariffs - it can be time consuming to get the best energy deal.

It’s definitely worth shopping around as offers change and some companies give extra bonuses like Nectar points on your payments. Some energy providers offer a “Social Tariff” for people on low incomes or for those with health problems.

To get the best energy deal you will need:

• The name of the tariff you are currently on (if you don’t know, you can contact your supplier)• How much gas and electricity you used in the last year • How much you spent on gas and electric in the last year • How you currently pay for your energy• Your postcode

To find a better energy deal:

• Talk to your supplier or have a look at their website• Use one of the approved online price comparison services listed on Consumer Focus’ website: www.consumerfocus.org.uk• If you don’t have access to the internet, you can call the Citizens Advice consumer service on

08454 040 506 for a pricing factsheet for your area

The main six energy suppliers are:

British Gas: 0800 072 8629 EDF Energy: 0800 056 7777EON: 0345 059 9905 Npower: 0800 073 3000Scottish Power: 0800 027 0404 Scottish & Southern Energy: 0845 026 0658Ebico is a not for profit supplier with special deals for people on pre-payment token meters call 0800 096 6344 www.ebico.co.uk

Section 3: Housekeeping



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Your Water Supply

Your water supply is provided by Welsh Water/Dwr Cymru

If you move home you must let Welsh Water know, phone:

0800 052 0145 or visit their website

www.welshwater.com/www.dwrcymru.com

Make sure that you know where your water stop tap is – usually under the kitchen sink or at the point where your water supply enters your home.

Water Meters

Low users may save money by having a water meter fitted. If you do find that you are paying more with a meter you can ask Welsh Water to remove it BUT ONLY if you were the person who asked for it to be fitted AND if you have had it for less than one year.

New flats have water meters fitted as standard. Family sized houses and older homes, for example, many terraced houses, do not have water meters.

If you live in an older home or terraced house with a shared water supply, you can ask Welsh Water to fit a FREE “point of entry water meter.” Don’t forget to ask us first.

Water Assist

If yours is a low income household and you have a large family, or a family member with a medical condition that means you use a lot more water, then you may qualify for reduced charges through Welsh Water Assist.

The Welsh Water Assist fixed charges are a lot lower than standard billing based on usage.

Water Collect

We have made an arrangement with Welsh Water to bill and collect water charges from you.

You can use the same flexible payment methods that you use to pay your rent and other charges. For example, you can get a plastic payment card similar to your rent card, or you can set up a new direct debit with us or pay at our office.

For further information, please phone Chris Smith on: 01792 482 764Mob: 0778 551 0145 or Email: [email protected] call in our office at 43 Walter Road, Swansea. SA1 5PN

Your Gas Supply

Your gas shut off tap is usually part of your meter.

To work safely and well, gas fires, water heaters and boilers need fresh air. Your house may have ventilators fitted in walls, windows, and doors and sometimes floors.

Never block ventilation openings as this can lead to a dangerous build-up of poisonous fumes called carbon monoxide, and can cause headaches and flu-like symptoms.

A build–up of carbon monoxide can make you very ill or even kill you. This is why it is so important to allow our engineers into your home to carry out a gas safety check each year.



16 Section 3: HousekeepingYour Electricity Supply

It’s always a good idea to keep a torch handy in case your electricity goes off. The main trip switch for your electricity is part of the circuit breaker box.

If your electricity goes off

If you have a Token/Key meter check that you have not run out of credit. For everyone else - check the trip switch in your circuit breaker box.

Circuit Breakers

A circuit breaker will automatically switch off - “trip” - when there is a problem with an electrical item. Sometimes something as simple as a light bulb blowing will trip the circuit.

Re-set the switch to ‘on’ after unplugging the appliance which you think caused the problemIf the circuit breaker keeps tripping, contact us If your electricity goes off and does not come back on, check if your neighbour’s electricity is also

off as there may be a general power cut in your area. Phone 0800 052 0400 to report a power cut.


Section 3: HousekeepingHome Contents Insurance

We recommend My Home Contents Insurance phone: 0845 337 2463

Affordable cover – around £9,000 of home contents cover for less than 75p a week

Some good reasons to choose My Home Contents Insurance:

• Flexible Payment Options – pay as you go, fortnightly, monthly or yearly by direct debit or by cash, cheque, postal order, credit or debit card.

• No fuss – it’s quick and easy to apply, call 0845 337 2463

• Affordable - cover is available from just 75p a week (for £9,000 of cover). Special offers for the over 60s

• No excess to pay – you won’t have to pay the first part of any claim Comprehensive cover – for theft, water damage, fire and other household risks

• Covers accidental damage – to furniture, belongs and internal décor as well as to fixtures and fittings such as toilets and washbasins and even external glazing. Also covers lost or stolen keys. Freezer contents are covered if there’s a long power cut – over 24 hours.

• Standard housing association door and window locks are fine unlike some other policies.

Section 3: HousekeepingHome Fire Safety

We want to make sure that you are as safe from the risk of fire as possible and all of our homes are fitted with mains wired smoke detectors.

There are a number of things that you can do to help keep yourself and your family safe .

• Be careful in the kitchen – cooking accidents cause over half of all fires in homes. Be extra careful when making chips – the safest way is to buy an electric deep-fat fryer with a thermostat, or use oven chips!• Don’t start cooking or smoking when you are tired, if you are taking medication, have been drinking or if you are less alert for any other reason• Don’t leave young children unsupervised in the kitchen• Keep matches and lighters out of reach of children• Never leave candles burning near unsupervised children. Make sure that you put candles on a safe surface and away from anything that could catch fire• Never overload power points – remember: one plug, one socket • Check all electrical appliances for damage or loose wires and get a qualified person to fix them

Before going to bed . . .• Check that you have switched off the oven, grill and hob• Check that the only appliances left on are those that are designed to be left on – such as fridges and freezers• Switch off any washing machine, tumble dryer or dishwasher at the wall. These are all high fire risk items because of the high wattage and friction caused by the motors• Switch off all gas and electric heaters• Put out any candles and cigarettes properly and ideally empty any ashtray outside. Never smoke in bed• Close all doors, especially the kitchen and living room doors, as this could give you enough time to escape if there is a fire• Switch off any electric blanket that is not designed to be left on overnight

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Make a Fire Escape Plan

It’s a really good idea to make a fire escape plan so that everyone in your home knows how to get out if there’s a fire. If you can, choose a second escape route just in case you can’t use the first one. Get into the habit of regularly practising your fire escape plan.

It is also a good idea to choose a ‘safe room’ in your home where you can wait to be rescued if you can’t escape a fire. Choose a room that has a window that you can use to shout for help and a phone (or take your mobile with you) so that you can phone the fire service on 999. Make sure that everyone knows where the safe room is.

Make sure that everyone in your home, including any visitors, knows where you keep the keys for doors and windows and where the escape stairs and doors are. It’s easy to get confused in the dark, especially if there is a lot of smoke, so make sure that everyone knows the route out.

Close all the doors along your escape route at night and make sure that halls, stairs and landings are kept clear. This is very important if you live in a flat where ALL shared stairs and corridors must be kept clear – so no storing bicycles or mobility scooters in hallways.

If you live in a block of flats and there is a fire or the smoke alarms go off, never use the lift to leave the building – if the power to the lift goes off you could be trapped.



Smoke Alarms

You have a smoke alarm fitted in your home. If there is a fire, it will make a high-pitched sound to alert you to the danger. If the alarm goes off, follow your escape plan.

Remember: Get Out – Stay Out - Get the Fire Service Out

Get into the habit of testing your smoke alarm regularly to make sure that it works. Keep it free from dust and spiders webs.

If it isn’t working, phone our Repairs Team on 0800 435 223 to let us know.

If you are deaf, very hard of hearing, or a very deep sleeper, you can get special smoke alarms with vibrating sensors that go under your pillow. The Royal National Institute for Deaf People (RNID) produces a fact sheet on smoke-alarm systems

for the deaf and hard of hearing. Contact the RNID information line on 0808 808 0123 or

textphone 0808 808 9000 or visit www.rnid.org.uk

FREE fire-safety check for your home

The fire service offers a free fire-safety check. The safety check takes about 30 minutes and you will be offered advice on fire safety in your home. The fire service recommends that everyone has a home fire-safety check.

Please phone 0800 169 1234 to book your free check.

20 Section 3: Housekeeping

Section 4: Rights and Responsibilities


Your Rights

As a tenant you have the right to:• A peaceful home• A home that is in good condition• Have your say in how we deliver services• Complain about things you are not happy about

Your Responsibilities:

• You must pay your rent – even if you get benefits, it is still your responsibility to make sure this is paid to us. If your rent is not paid you could lose your home.• You must let us know when things need to be fixed in your home or if damage has been done to your property.• You must ask us for permission before you make changes or adaptations to your home e.g. adding an extension, changing doors, kitchen, bathrooms or flooring (except lino or carpets)• You must keep your property and garden clean and tidy and in a good state of repair. Communal areas must be kept clear of all items.• You must not damage your home – if you do you will be asked to pay for the damage.• You or your visitors must not cause nuisance in your home or community.• You must not run a business from your home without first asking us for permission.

The Tenants’ Guarantee

The Tenants’ Guarantee is a set of rules and minimum standards set out by the Welsh Government for all Registered Social Landlords in Wales. These rules and standards are to make sure that you are treated fairly and get a consistent service. You will be given a copy when you sign your tenancy agreement.

Your Tenancy Agreement

When you first move in you will be asked to sign a tenancy agreement. This agreement sets out what you can expect from us, but also tells you what your responsibilities are (things you must do) as a tenant.

By signing the tenancy agreement, you agree that you understand and accept all of the rights and responsibilities for your new property.

New tenants usually get offered an introductory tenancy which has less security and fewer rights than a full assured tenancy for the first 12 months. We do this so that we can make sure you are able to manage the tenancy properly and meet all its responsibilities. If this is the case, the tenancy is converted to a full assured tenancy after 12 months.

You should keep your copy of the tenancy agreement somewhere safe because you may need it in the future. This is important if you get benefits.

Please remember during your introductory tenancy that:

• You do not have the right to exchange your house with another tenant from a council or another housing association.• You do not have the right to buy your home• You cannot take in lodgers, or claim compensation for improvements you have made to

the property.

However, you will have all of these rights once the introductory tenancy period has been completed.

Please note: If you move from another housing association or local authority landlord you will be given a full assured tenancy from the start if you can prove that you have already completed a 12 month introductory tenancy.

22 Section 4: Rights and Responsibilities

If you or a member of your family has a disability, we may be able to make adaptations to your home to help make life easier for you. For example you may need a level access shower, stair lift or hand rails which will help you to live safely at home. Family Housing can apply for funding from the Welsh Government to carry out adaptations to your home to help you stay independent if you have an illness or disability.

Funding is available to all Family Housing tenants and any other residents at the same property who are experiencing difficulties using their home or household facilities because of an illness or disability. There are no age restrictions and grants are not means-tested.

For further information on how to get your home adapted to meet your needs, please phone our

Property Services team on 0800 435 223 or send an email to [email protected]

Getting support if you need it

Should you feel you need support at any time to manage your home please contact us. This could be due to financial difficulties, reporting repairs, neighbour issues or generally managing day to day. We have friendly and helpful staff who will visit you to see how we can help and support you. This service is free and may help you to keep your home with fewer worries.

Moving home if your needs change

HomeSwapper is the largest mutual exchange (swapping) service for housing association and council tenants who want to house or flat swap anywhere in the UK.

www.HomeSwapper.co.uk

HomeSwapper is a FREE service - simply register your details online and you will get an email or text message with details of any potential matches. Once you find someone who you want to swap with you should contact the Tenancy Management Team as there are some forms for you and the other person to complete. You can also download these forms from our website. You must not swap homes until we have given you permission. If you do not have access to a computer please contact our Tenancy Management Team who will be happy to help you.

Section 5: If your needs change


We welcome comments from our customers .We work hard to try and provide the best possible service but know that we do not always get it right. We have a policy in place to make sure we make it easy for customers to express their views whether these are compliments, concerns or complaints. You can ask us for a copy of this.

How to express a compliment, concern or complaint

The best way to express your dissatisfaction is by talking the matter over with a member of staff.You can also:

• Phone us on 01792 460192 • Write to or visit us at 41 - 43 Walter Road, Swansea, SA1 5PN • E-mail us at [email protected]• Via our website: www.fha-wales.com• Via Facebook: www.facebook.com/pages/Family-Housing-Wales/697905776887192

24 Section 6: Compliments, Concerns and Complaints

We have complaints leaflets available at all of our service outlets and public areas and also at appropriate locations in the community.

Copies of this policy are also available in Welsh and other community languages as requested. It is also available in audio version and in large print.

Section 6: Compliments, Concerns and Complaints


Ombudsman

If we do not succeed in resolving your complaint, you may complain to the Public Services Ombudsman for Wales. The Ombudsman is independent of all Government bodies and can look into your complaint if you believe that you personally, or the person on whose behalf you are complaining: • have been treated unfairly or received a bad service through some failure on the part of the body providing it • have been disadvantaged personally by a service failure or have been treated unfairly.

The Ombudsman expects you to bring your concerns to our attention first and to give us a chance to put things right. You can contact the Ombudsman by:

• phone: 0845 601 0987 • e-mail: [email protected] • the website: www.ombudsman-wales.org.uk • writing to: Public Services Ombudsman for Wales 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ

Having your say

Your views are important to us and we have several different ways for you to get involved and tell us what you think about our services.

Getting involved is not just about going to meetings and it does not have to take up lots of time. We have groups which meet regularly but we can also send you information you can comment on from home. You can have your say by post, online or over the phone.

We have a Tenant Participation Officer Carol Johns who can help you find a way to get

involved that suits you and the time you have to spare, Call her on 01792 482 762

If you do want to come to a meeting, we may be able to provide transport or cover any reasonable transport costs.

We will provide free support and training if you wish to become involved with more formal groups.

We also provide refreshments at meetings and it’s a great way to meet other tenants and make new friends. Hopefully there is a way to get involved that suits you.

Surveys

Complete any satisfaction surveys we send you, and you could win a cash prize.

Events and Fun Days

We hold regular events and fun days that give you the opportunity to meet staff, have your say and get involved.

Tenants’ Panel

Tenant participation comes in many forms, some formal and some informal. The work is interesting and also means you get to meet many other tenants and also many of Family Housing’s staff.

26 Section 7: Frequently Asked Questions

Our Tenants’ Panel meets every two months and is made up of tenants interested in having a say on a wide range of issues. Joining the Tenants’ Panel will give you the opportunity to have your say on a wide range of areas including the delivery of many of Family Housing’s services. This obviously benefits all Family Housing’s tenants.

The Tenants’ Panel has its own website:www.familytenant.co.uk

Tenants’ Newsletter

Our tenants’ newsletter ‘Family Matters’ is full of useful information. We also welcome articles and photos from our readers.

Competitions

We run regular competitions throughout the year including gardening and photo competitions.

We think that you can make a real difference and that you’ll enjoy getting involved - so why not find out more now?

To find out more about all the ways you can get involved, please contact the Tenant Participation

Officer at 43 Walter Road, Swansea SA1 5PN Phone 01792 482 762 or email [email protected]

Data Protection and You Any information we hold about you is treated in the strictest confidence and in line with all relevant laws. However, we may sometimes need to share some information with other agencies such as our contractors. You can ask to see any written information that we hold about you, please write to our Tenancy Management team at our Walter Road address.



Equal Opportunities and You

We have an equal opportunities policy that aims to stop all forms of unfair discrimination from all areas of our work. This means that we will not treat you less favourably than others because of your race, colour, ethnic origin, religion, gender, sexual orientation, physical or mental disability, class, marital status, age or any other reason.

Crime Prevention

Police 101 - the 24 hour number for non-emergencies.

Use 101 to report low-level incidents such as noise nuisance or anti-social behaviour and free up the 999 service to deal with more serious incidents.

Your call will be classified into the correct category to be dealt with urgently or where a police response can safely take a little longer.

If you strongly suspect someone is receiving or selling stolen property then call the police

on 101 or Crimestoppers on 0800 555 111

Reduce the risk of being burgled

Most burglaries are not planned but opportunistic – you can help reduce the risk of being burgled by looking at your home through a burglar’s eyes . . .

• Lock Doors and Windows Most burglars get in through an open door or window. Never leave accessible windows open – even when you are at home or in the garden. Keep valuables out of sight to anyone looking in your window.

• Use Timer Switches Timer switches can be used to turn lights off and on when you are out – making it look like there is someone at home.


• Spare Keys Never keep a spare key under the doormat or flower pot or hanging on a piece of string inside the letterbox – they are the first places a burglar will look. You can buy a small but secure wall mounted key safe for under £10

• Postcode your property Use a UV pen to write your postcode plus your house or flat number onto valuables is a simple way for the police to identify your property should they recover it after a burglary. You can get a FREE UV pen from your local Crime Prevention or Community Support Officer.

• Be a good neighbour Ask a trusted neighbour to keep an eye on your home and move any post away from the door and letterbox when you’re away – and do the same for them when they go away.

• Insurance Having contents insurance will give you peace of mind should the worst happen and you get burgled

• Stay Alert Trust your instincts. If you see anyone hanging around watching houses or acting suspiciously, take a good look at them, write down details of any vehicle they may be using and report it to the police.

• Cold Callers Never let cold callers into your home – they will always have a good excuse but will try to distract you so that they can steal valuables

Domestic Abuse Domestic abuse can be physical, mental, sexual, or financial but it is always a crime. This type of crime rises during the summer and often at Christmas and around major sporting events.

In an emergency always call 999



The following organisations can help:

Wales Domestic Abuse Helpline 0808 80 10 800Police Domestic Abuse Unit 01792 323 232Carmarthen Women’s Aid 01269 234 725Neath Women’s Aid 01639 633 580Llanelli Women’s Aid 01554 741 212Swansea Women’s Aid 01792 644 683Pembrokeshire Women’s Aid 01437 769 564West Wales Women’s Aid including Aberystwyth, Cardigan and Ceredigion 01970 625585

Victim Support 01792 587 302Elder Abuse (Age Cymru) 08000 223

www.ageuk.org.uk

Dyn Helpline (for men) 0808 801 0321Minority Ethnic Women’s Network (MEWN) 01792 467 722BAWSO 01792 642 003

For advice and support for children and young people experiencing domestic abuse visit: www.notyourfault.org

Credit Union LASA Credit Union is a Swansea based Loan and Savings Co-operative which offers fair trustworthy financial advice, as well as savings and loans accounts.

Credit Unions are for everyone – young, older, working, not working or retired and they can also lend money to people who may not be able to borrow from banks.


Free for Tenants - a Credit Union Basic Bank Account

We have been working in partnership with LASA Credit Union (Loans and Savings Abertawe) to offer tenants a FREE basic bank account with a pre-paid debit card and a Rent Payment Service. We are the first Housing Association to sign this sort of agreement with the Credit Union.

The account is available to all tenants in all areas. There is no membership fee or deposit to find as this is paid for by the Association.

Loan sharks and other lenders

We want to help steer tenants away from loan sharks, high interest door step lenders and pay day loan companies.

If you are getting benefits and are used to getting your money weekly, the changes due as part of welfare reform and universal credit will affect you. Banking with the credit union will help you manage your money.

Wages and benefits can be paid directly into your LASA Rent account and your rent will be paid on time to make sure your tenancy remains safe. Any money left over can be loaded onto your pre-paid debit card to buy goods and services.

You will also get other benefits such as free life insurance on loan balances, low cost Health Insurance, and affordable loans as well as reasonable priced electric appliances through Co-operative Electricals.



Sharia Lending

LASA Credit Union are Sharia compliant, which means they offer ethical savings accounts, which could be of interest to some of our Muslim or Chinese tenants, making this another great reason to take advantage of the LASA Credit Union Rent Account. If you would like to open an account please contact the Rents Team or Tenancy Management

Team on Telephone 0800 021 3930 or download an application form directly from our website at: www.fha-wales.com

Any queries?

Please phone our Partnership Officer, Teresa Greenall on:

01792 482 160

TV Licence

You must have a TV Licence if you want to watch or record live television programmes. It makes no difference what equipment you use, whether it is a laptop, PC, mobile phone, digital box, DVD recorder or TV set – you still need a licence. If you are caught watching live TV on any device without a licence you could face a hefty fine. One licence covers any number of TVs etc in your home.

If you are aged 75 or over and registered blind then you can get a Concessionary Licence at half

the normal licence fee. Phone 0845 601 5526 for more details.

There are a number of ways that you can pay for your TV Licence from a one off annual payment to spreading the cost by direct debit, weekly or monthly instalments by PayPoint or online or with a Payment or Savings Card.


TV Licensing Payment Card - call 0300 555 0286Spread the cost of your TV Licence in weekly or monthly payments, from as little as £5.60 per week.

TV Licensing Savings Card - call 0300 555 0281If you already have a TV Licence, a savings card is a simple way to save for your next licence. You can make payments at any PayPoint outlet whenever you like, minimum payment £2.

Debit or Credit Card – call 0300 790 6131The quickest and easiest way to pay by debit or credit card is online.

www.tvlicensing.co.uk/pay-for-your-tv-licence/payment-methods

Decorating and Home Improvements

You must keep the inside of your home in a good and clean condition and decorate inside as often as is needed to keep it looking good.

Only a very small number of properties have a tenancy agreement which says that we will decorate the property internally.

If you live in a newly built home or one which has recently been fully refurbished, then you should not decorate until after the 12 month inspection has been completed by the building contractor.

If you want to make improvements to your home, such as laying a patio, fitting new kitchen units or fitting a shower, you must contact us first. We will ask you for full details about what you want to do and look at:• Safety issues• If the changes will affect the value of the property• If the improvement will be suitable for other future tenants of the property



We will write and tell you if we agree to the work. You will have to make sure that the work is done to a satisfactory standard approved by us. You may also be responsible for the future maintenance of the improvement unless we agree in writing that we will maintain it. We will not pay towards the cost of the improvement. Your rent will not go up as a result of the improvements.

Damp and Condensation

Is your home damp? Damp can cause mould on walls, clothes and furniture as well as make illnesses like asthma worse in some people.

If the damp is caused by leaking downpipes or some other structural problem you should report

it to our repairs team on 0800 435 223 at any time between 9am and 5pm Monday to Friday or email: [email protected]

If your home is newly built or has had major renovation then damp can be caused because the water used in construction (building and plastering) is still drying out. Depending on the time of year, it may take weeks to dry out. This is one of the reasons why we ask you not to decorate during the first year. Most damp is caused by condensation. It is important to heat and air your home as condensation can build up because of the way you use your home.

There is always some moisture in the air, even if you cannot see it. As warm air meets cold air, tiny drops of water appear. You can see this when you breathe out on a cold day or when your mirror steams up when you have a bath.

Condensation occurs mainly during cold weather. It appears in places where there is little air movement, for example, in corners, on or near windows, behind wardrobes and cupboards. It often forms on colder north-facing walls.


Some ordinary activities produce a lot of moisture very quickly. Here are some tips to help avoid condensation in your home:• Cooking – always cover pans and do not leave kettles boiling. Open a window or use the extractor fan if you have one.• Washing and drying clothes – try and dry your washing outdoors. If you cannot do this, then put washing on a clothes airer in the bathroom, open the window, switch on the fan if you have one, and close the door. If your washing machine has a separate spin cycle, it can be a good idea to give your wash a second spin to get as much water out as possible. Never put wet washing to dry over a radiator – this is a major cause of condensation!• Bathing – always close the bathroom door when taking a bath or shower to stop any moisture from escaping into the rest of your home.• Open windows – try an open or leave open a window in your home. On nice days give your home a good airing.• Heating – in cold weather it is best to have some background heating on low all day, even when there is no-one at home. This should not cost any more than if you leave your home get cold and then have to turn the heating up high to warm it again. There should be a manual with your central heating system. If you are not sure about the controls and settings and the manual does not help then phone our maintenance team.• Allow room for air to circulate - do not overfill wardrobes and cupboards so much that air cannot circulate – especially those on outside or north-facing walls.• Our Financial Inclusion Officer can help you find the best deal for cheaper gas and electricity.

Parking

If you have a driveway or designated parking area, please use it.

Please do not park your car/van/motorbike where it might cause problems for others.

Please make sure that any visitors to your home do not cause an obstruction or nuisance to your neighbours when they park their vehicles.

All vehicles parked on Family Housing land (including your driveway) must be taxed and in a good state of repair. All untaxed vehicles must have a valid SORN certificate (Statutory Off Road Notification) and must not be parked in communal areas.



Only minor repairs can be carried out in your drive and you are not allowed to offer vehicle repair services from your drive. If you have a caravan, you can park it in your own driveway, but not in any communal area.

Many of our housing developments are covered by a private parking enforcement service which means that you can only park if you have a valid permit. Regular patrols are carried out to make sure that no unauthorised parking is taking place - the penalty for parking without a permit is a minimum of £40.

Keeping Pets

If you would like to keep a dog or cat at your home you must get permission from the Tenancy Management Team first. Please ask permission before buying exotic pets pythons, tarantulas etc. as we have had problems when these types of pet have escaped in the past. If you keep a smaller pet, such as a hamster, guinea pig or fish you do not need permission.

A decision will be made based on the type of pet you want, the size of suitability of your home and if you already have pets at the property. We can take away permission at any time should your pet become a nuisance to others You should not leave any dog out to exercise itself and they must be kept on a lead whenever they are on communal areas. You are expected to bag and bin any dog waste. Exceptions are made for guide dogs.

Neighbour Nuisance and Anti-social Behaviour

If you have a problem with your neighbours for example with loud music or visitors, unruly or noisy pets we always suggest that you first try to speak to your neighbour as they may not be aware that they are causing you a problem.

For example, the sound system on many new TVs can be very loud, but your neighbour may not realise that it is noisy for you.

If approaching your neighbour does not work and the problem continues, then your next step should be to contact our Tenancy Management Team to report the problem.


You can do this in person by visiting our main office at 43 Walter Road. Swansea or by:

Phone: 01792 482702Email: [email protected] by writing to us at our main office in Walter Road

We will do our best to help you and offer clear advice on what we can and can’t do. Sometimes we will need to work with other agencies such as the Police and Environmental Health Department. A housing officer will work with you to decide on an action plan and will keep you informed of progress.

Moving Out and Ending Your Tenancy

You can apply for a housing transfer if you have an Assured or Secure Tenancy (not a 12 month introductory tenancy) and you meet one of the following criteria:• Your home is overcrowded or too big.• You cannot afford your current rent and need to move to somewhere with a lower rent.• You need to move for access to work or schooling.• You have medical or support needs.• Your current situation means that your children cannot live with you. • You are facing an issue which seriously affects where you are living at the moment.• Any rent arrears are being reduced by a formal agreement.• You have no current breaches of tenancy that are being investigated. • Your home meets our re-let standard.

Before you move out you will need to:

• Give us four weeks’ notice in writing. Even if you move out before the notice ends you will be responsible for the rent in those 4 weeks (except in exceptional circumstances).• Make sure any outstanding rent or other charges are paid in full.• Make sure your home is in a clean and tidy condition with no damage. Clear all belongings including attic space, garden and sheds. If you leave rubbish or any other items behind when you move out we will dispose of it and you will be charged a clearing fee.• Give us a forwarding address and contact phone number. • Return your keys to the office at the end of your notice period.



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Tenantshandbook2014

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