Tenants' Handbook - Havebury Housing Partnership

Tenants’ HandbookWhat you need to know about living in your home

Index:About Us 2Personal Information 4Renting a Garage 4Data Protection 5Mutual Exchange 9Your Home 10Aids and Adaptations 10Insurance 11Sub-Letting 11Keeping Your Home Clean and Tidy 12Conduct & Safety 14Anti-Social Behaviour 15Pets & Infestations 17All About Your Rent 18Right to Buy and Right to Acquire 21Repairs 25Asbestos 32Condensation 33Immersion Heater Safety 34Planned Maintenance 35Improvements and Alterations 36Resident Involvement 37Complaints 39Health & Safety 42Gas Safety 43Carbon Monoxide 44Fire Safety 46Legionella 52Useful Numbers 531

About UsIntroductionWe want you to be happy in your home, we also want to be a goodlandlord and we hope you will find this handbook helpful.The handbook sets out what we expect from you and whatstandards of service you should receive from us.Please remember you are responsible for everyone who lives orvisits your home.How to use this handbookThis handbook is a guide and should be kept in a safe place withthe tenancy agreement you signed when you collected your keys.This handbook contains useful information for reporting a repair, paying your rent and other servicesavailable to you if you need help.Comments on the handbookIf you have any comments on the layout and content of this handbook, we would be pleased to hearthem. Please contact us on 0300 3300 900 or email office@havebury.com.About usManaging over 6,000 homes across the easternregion, we are dedicated to providing excellenthousing to fulfil the existing and future need foraffordable housing.Havebury was formed in 2002 when 5,700homes were transferred from St EdmundsburyBorough Council. Havebury is a non-profit makingorganisation.Havebury has a charitable status which means anysurplus income is re-invested within the organisation.We want to provide a customer-focused qualityhousing service which is fair and accountable.How we are runThe Board of Directors is responsible for how Havebury is managed and how decisions are made. Therole of the Board is to establish and set policies to ensure high standards of service delivery.Our Board of Directors are made up of representatives from:Tenants,Council Nominees andCommunity and Professional ServicesTo help the Board there are separate service committees which deal with the specialised areas of;RemunerationAudit & RiskOperationsResources2

Equality and Diversity statementHavebury is committed to giving equality of opportunity to all persons in every aspect of ouractivities. In ensuring that Havebury’s equality and diversity policy underpins all its activities, wewill follow the guidance and good practice as recommended by our regulator and other professionalbodies.No Smoking PolicySmoking is completely banned on all Havebury sites.Contacting HaveburyBy telephone:0300 3300 900By email:Please send your enquiry to office@havebury.comVisit our website www.havebury.com or visit us on Facebook or TwitterVisit us at:HAVERHILLHavebury HouseManor RoadHaverhillSuffolk CB9 0EPFax: 01440 718499BURY ST EDMUNDSHavebury HouseWestern WayBury St EdmundsSuffolk IP33 3SPFax: 01284 722155/6By TextShort text messages can be sent to 07781 482888. Your message will be acknowledged automaticallyand we will give you a full response within ten working days.Office HoursMonday - Thursday 9am - 5pmFriday 9am - 4pmWe are closed on Bank Holidays and weekends. For the latest information on our office openinghours, please visit our website, www.havebury.comWe hope to move to a new office in Haverhill in the High Street in early 2013, so please keep an eyeout for further information.3

Personal InformationIt is really important that if any of your personal details change, then you contact us as soon aspossible on 0300 3300 900.Repairs ServiceIf you need to contact our repairs service (24 hours a day), please telephone 0300 3300 900 or visitwww.havebury.com/repairsSheltered AccommodationWe provide specialist accommodation for older people; each scheme has at least 1 manager and acommunity alarm service.We encourage independent living by ensuring you receive the support you require and need. We willprovide a 24 hour, 365 day emergency call response service. We will help foster a community spiritwithin each scheme by arranging social activities and/or encouraging inter-activity with local groups.We will involve you in decisions about services through regular consultations and meetings. We willprovide services that take into account your social and cultural values and differing religious beliefs.Please contact us for a copy of the Sheltered Handbook on 0300 3300 900.Renting a garageGarages are available to rent in many parts of St Edmundsbury. Contact us on 0300 3300 900 or visitwww.havebury.com for further details. Garages should be used for parking vehicles although lowdemand garage areas can be allocated for storage.4

Data ProtectionYour rightsHavebury collects some personal data about you that is used to manage your tenancy and helps usgive you an excellent service that is tailored to your needs.Who sees your personal data?Havebury employees have access to your personal data whilst managing your tenancy, but there arecircumstances where we disclose data to others, including our contractors and agents, to other sociallandlords, to local authorities and to Government departments and Police. When we do disclose data,we do our best to ensure it is kept secure and used properly.Sensitive personal data (physical and mental health, race, ethnic origin, religious beliefs, sexualpreference and criminal convictions) is generally only shared with your knowledge. For example,when confirming information with a doctor or social worker or giving it to another social landlordin relation to a request by you or those living with you to move home. However, we may disclosesensitive personal data where permitted by law without obtaining your consent (usually forprotection of our employees and crime prevention).How do I see what personal data is held?If you would like to see the information that is held about you, please call us or visit our offices. Wewill send you the relevant form with guidance notes – you will need to provide identification. Thereis a charge of £10 for each access request, which covers our costs of obtaining consent from thirdparties, collating the information and copying records where requested. We are required to give youthe required information as soon as possible, but certainly within 40 calendar days.How long do you keep my data?We will keep your personal data until one year after the end of your tenancy. However, we reservethe right to keep this personal data if we have a genuine need, such as to chase arrears.5

Your TenancyTenancy agreementThe tenancy agreement is a legal contract. It sets out the terms and conditions required by you, asthe tenant and us as your landlord. It is an important document, so you should read it carefully andkeep it safe. The handbook gives further advice and guidance on what the tenancy agreement meansand how to ensure you do not break any of its conditions. We want you to be happy in your home andensure that we can prevent or solve any potential disputes or problems.What is an Assured Tenant?The signed tenancy agreement gives you what is called “Security of Tenure”. This means you havethe right to use and enjoy your home. This can only be taken away if you break the conditions oftenancy. Security of Tenure also gives you certain rights such as the right to exchange, the right to beconsulted and the right to carry out improvements and alterations. These rights are described morefully in other sections of the handbook.Changing the agreementWe may vary the terms of your tenancy, but we must follow the legal notice requirements. If wechange any of the terms, we must serve a Notice of Variation and allow you time to comment on thechanges. We value your views and opinions.Information about Joint TenanciesThe tenancy agreement for joint tenants is exactly the same as the one for sole tenants.Both joint tenants must sign the tenancy agreement. If you are not sure if you have a joint tenancyplease contact us and we can check for you. A joint tenancy means that each joint tenant is equallyresponsible for meeting the conditions of tenancy and paying the rent.If you leave your home and have not formally ended the joint tenancy, you continue to be responsiblefor looking after the property and paying the rent. So even if you consider that your former partner isresponsible for damage to the property or any rent arrears, we can still take legal action against youfor things like this.If your relationship breaks down, you cannot make the other joint tenant leave without taking courtaction. You both have the same right to remain in the property. Havebury cannot decide who shouldhave the tenancy.If you get divorced, you will have to apply to the courts for the transfer of tenancy if you cannotreach agreement about who is to give up the tenancy.If one of the joint tenants gives up the tenancy by giving us four weeks notice in writing, then thetenancy will end, it does not need both tenants to sign the notice for it to be effective. As thelandlord, we will then decide whether it is appropriate to grant a new tenancy to the remainingoccupant.If the other joint tenant agrees to leave and is prepared to pass their tenancy to you, we will assistyou with this process as long as your rent account is clear and there is no ongoing legal action for anybreaches of tenancy.If a joint tenant dies, the tenancy automatically continues for the surviving joint tenant. It isimportant that you let us know if this happens.6

Your responsibilitiesIf you are a new tenant, we will go through thetenancy agreement and explain it to you when youare about to sign up for your new home. You willbecome responsible for keeping to the conditionsas soon as your tenancy starts.Your rightsRight to acquire (after a qualifying period)Right to exchangeRight to carry out improvementsRight to be consultedRight to take in lodgersRight of successionWhat if I break the agreement?If you break any conditions of the tenancy, we can take action to remove you from your home. Wemay also do this if you or anyone acting for you, have knowingly made a false statement to Haveburyor the local authority to obtain a tenancy. In most circumstances we will talk to you or write toyou to discuss and remedy the problem. Our first aim is to reach an agreed solution. However, onsome serious occasions we will go to court to resolve the issue. We can also take action if you breakconditions laid out in the relevant Housing Acts. We may also takeout Injunctions, which are court orders requiring you to do, or notto do, something. If we take you to court, the judge will decide ifhe or she thinks it is reasonable to give us possession of your home.This will be based on the evidence presented and the seriousnessof the tenancy breach. We will also ask the court to make an orderfor you to pay the costs of any such action.Further informationYou can obtain further information about tenancy agreements by contacting us or from CitizensAdvice Bureau. You could also seek independent Legal Advice.Some examples of breaking the agreementPlaying very loud music or making an unreasonable amount of noiseRefusing access to carry out the servicing of gas appliances or smoke detectorsCarrying out alterations without written approvalNot maintaining the property or the garden in a clean and tidy conditionNot paying your rent on timeParking heavy goods vehicles or untaxed or unroadworthy vehicles in the neighbourhoodNot living in the property on a permanent basisSelling illegal drugs at the property or in the neighbourhoodThreatening, abusing or being violent to Havebury employees or our contractorsAbusive, threatening or violent behaviour by the tenant(s), their family or visitors, to others inthe neighbourhoodBeing violent against your partner, family or joint tenant7

Moving OutAs a tenant, if you want to end your tenancy, you must give us at least 4 weeks written notice toquit, ending on a Monday. If you are a joint tenant, the tenancy can end if one tenant gives notice toquit. If this is to happen, you should seek housing advice immediately.During the notice period we will arrange to visit your home and carry out an inspection. If you havedamaged the premises or carried out unauthorised alterations and adaptations, you will be given achance to put the work right. If you do not, you may be charged for the cost we will incur in doingthis work. You may also be charged if we have to clear or clean your property.This may include lost rent from not being able to let the property more quickly to another tenant.If you are an older person or a person with a disability and need some practical help with moving,please contact your Neighbourhood Advisor who will be able to give you details of any help availablein your area.ChecklistMake sure you have:Removed all your possessions and property from the home, garden and out houses, including theloft spaceLeft no-one in occupationLeft all the premises clean and tidyNotified the water, gas, electricity and telephone companiesWe will arrange for a Neighbourhood Ranger to collect the keys from you and inspect theproperty on the day you move out (including window locks, shed keys and door entry fobs, whereapplicable)Reinstated any of our fixtures and fittings, making good any damage and any unapprovedalterationsCleared the rent accountGiven us a forwarding address (in case we have to send on post or make further contact)Left the internal decoration in a good conditionCollection of bulky refuseCheck with your local authority about the collectionof bulky household items. There is a charge for thisservice but if you are in receipt of certain benefits,the cost is reduced.Successions to the tenancyIf you have a joint tenancy, on your death, thetenancy will become a sole tenancy in the name ofyour partner. If your tenancy is a sole tenancy, whenyou die it may be possible for your partner or otherfamily member to succeed to the tenancy, but only if they have been living with you for the last12 months, have no other home and the property is suitable for their needs. If the property is notdeemed to be suitable e.g. Havebury would not allocate a three bedroom house to a person livingalone, Havebury would allocate accommodation more suitable to their needs.The person who takes over the tenancy is called a successor. A succession can only take place once.For further information please contact us.8

Making a WillWe strongly recommend that you make and keep a Will. An executor of your Will has the power toend your tenancy after your death. If you die and no Will and executor exist, we may have to bringthe tenancy to an end by serving a Notice on the Public Trustee Office. This can delay the processof allocating the property to someone else in need. We will treat your family and executors withdignity and provide them with advice and help in dealing with the property and tenancy. For furtherinformation on what to do when a tenant dies, contact us on 0300 3300 900.Relationship breakdownIf a relationship breaks down, we may not be able to create a new tenancy in the name of onepartner unless there is a Property Adjustment Order made under the Family Law Act or both tenantsagree to the tenancy going to one of the tenants, who would normally be entitled to succeed.Wherever possible, we would try to keep children in their family home. In all circumstances, youshould also seek housing advice from us, or an independent source.Families in difficultyHavebury is willing to work with other agencies to support families who may be experiencingdifficulties, enabling them to stay together and keep their home.TransfersA transfer is where we move you to an empty home. If you want to transfer, for example if your homehas become too big or too small for your needs, then you must complete a housing application transferform. This application will assess your needs according to our allocation policy. Other reasons for atransfer could include medical circumstances, harassment or a move to sheltered accommodation.Before you can transfer, we will inspect your home, which must be to a good standard. You must alsohave a clear rent account. Any other tenancy problems should also have been resolved.Priority TransfersIn very exceptional circumstances, we may ask for your transfer to have a priority status. Thesecircumstances could include requests where severe harassment has occurred and is difficult to stopand police advice indicated that a move is necessary. You should contact us immediately if you have aserious problem with living in your home.Mutual ExchangeMutual exchanges are a way for you to swap your home with another Havebury tenant, or a tenantof a local authority or other Registered Social Landlord. Exchanges are often a quick way for you tomove. When you have found a suitable exchange partner both of you need to send us an exchangeapplication form and wait for our written approval. Unless you are on a Starter Tenancy you have aright to exchange but approval will depend on the following:Both parties having a clear rent accountSatisfactory inspections of your homeBoth properties being suitable for their new tenants, for example not too big or too small oradapted or built for special needs such as people with disabilities or sheltered accommodationYou can advertise your wish to exchange locally but you should not make any financial arrangementswith a possible exchange tenant. We will not be responsible for any work needed after the mutualexchange, except for our normal repairing obligations. You will still be responsible for such thingsas internal decoration or moving kitchen units to fit your appliances. You must seek our permissionbefore carrying out any alterations to the property.House Exchange and Home LinkThese schemes can put you in contact with tenants in other parts of the country who want to move tothis area. You can apply on line www.houseexchange.org.uk or www.home-link.org.uk. Internet accessis available at our offices.9

Your HomePrincipal homeYou must occupy your home as your only and principalhome. This means the premises must be yourpermanent home and you cannot live elsewhere. If youdo, you may lose your rights as an assured tenant andwe can serve a Notice to Quit to bring your tenancy toan end. We will carry out periodic checks to confirmthe property is properly occupied.If your home is too big you could get a grantto moveIf you are living in a property which is too big for you and you would like to move to a smaller homeor sheltered accommodation, you may qualify for financial help. Please contact us on 0300 3300 900to discuss this further.What additional help might I get?We may undertake to decorate your new home if you are an older person or a person with adisability. We will give practical assistance to older people or people with a disability or vulnerabletenants who have no other means of accessing support from family or friends for the move.Assisted Garden SchemeOur Assisted Gardening Scheme is available to older tenants and tenants with disabilities who havedifficulty with their gardens and whose friends, neighbours or family cannot help them. If you needmore information, please contact us to arrange a visit, assess your needs and advise on what helpcan be given.In some cases our Neighbourhood Rangers can assist with gardening work.Assisted Decorating SchemeThe scheme is available to tenants who are over 65 or who have a disability.Aids and AdaptationsWe can help with installing aids and adaptations for people with disabilities. Our budget for thisis limited each year. We base our decisions on advice from occupational therapists, individualcircumstances and our policy. For further information on our gardening, decorating or aids andadaptations scheme please contact the supported housing team on 0300 3300 900.Our InsuranceOur insurance policy covers the structure of the property. We are also insured against injuryand damage caused by our own negligence. If you feel that you have a claim against us or ourcontractors, you must put it in writing to us stating why you are making a claim, the damage causedand the cost involved. We will pass it to our insurers for a decision. Please remember you may onlyclaim compensation from our insurers if any loss or damage suffered by you was due to negligence byus or our contractors.10

Your own insuranceIt is very important that you arrange your own insurance to cover the contents of your home asyour furniture, decorations and other belongings are not insured by Havebury. The cost can be verylow in comparison with the cost of replacing your home contents. Most insurances cover fire, theftand flood. You should seek independent advice on the best policy to suit your needs. If you have noinsurance please consider what you would do if your furniture, clothes, electrical equipment andother possessions were destroyed.If you wish, Havebury can provide advice about insuring the contents of your home at a specialaffordable rate. The cover has been designed to help you insure most of your belongings as easilyas possible and also covers you against vandalism and fire. The minimum value of possessions youcan insure is £6,000 (£9,000 if you are aged under 60) and premiums start from as little as £1.34 perfortnight (over 60s) and £1.81 per fortnight (under 60s). Ring 0845 601 7007 and ask to speak to theCrystal Insurance Team for an application pack or our Insurance Advisor on 0300 3300 900.Jardine Lloyd Thompson Tenant Risks. A division of JLT Corporate Risks Limited, a division of JLT UKLtd. Lloyd’s Broker. Authorised and Regulated by the Financial Services Authority. A member of theJardine Lloyd Thompson Group. Registered Office: 6 Crutched Friars, London, EC3N 2PH. Registeredin England No. 00338645. VAT no. 244 2321 96.Wallpaper StrippingAfter you move in to your Havebury home you may consider redecorating and it is entirely yourchoice of colour schemes and materials you use, except that you must not Artex walls. Please note,when wallpaper stripping, care should be taken to avoid damage to plasterboard finishes in somehomes. Havebury will not replaster an area where damage has been caused by poor wallpaperstripping technique. If you can see any damage to the wall while paper stripping, stop immediatelyand seek advice from us. Our Repairs team are always happy to give advice 0300 3300 900.Sub-lettingSub-letting means renting out parts or all of your home. You must not do this without first obtainingour written permission. You must not sub-let the whole of the property as this will affect your rightsas an assured tenant. Sub-letting may also affect any Housing Benefit you receive.LodgersYou have a right to take in lodgers but you must ensure that your home does not becomeovercrowded. If you are getting Housing Benefit, you must notify the Benefits section as soon as youtake in a lodger, as it may affect your rent and benefit. If you live in sheltered accommodation youdo not have the right to take in lodgers.AssignmentAssignment means passing your tenancy onto someone else. You may not do this except under thefollowing circumstances:1: A court has made an Order in connection with divorce or child care proceedings.2: You exchange your home with another tenant of a local authority or Registered Social Landlordand we have approved the exchange in writing.3: You assign the tenancy to your spouse or partner.See the section on succession in your tenancy agreement. We may take action if you wish to assignthe property to someone and the property is unsuitable for their needs. If you wish to considerassigning your tenancy, you must seek further advice from us as soon as possible.11

Business and tradesYou must not use the premises for any business or trade purposes without first obtainingour permission and planning permission. While we would judge every case on its individualcircumstances, we would not allow certain businesses.Examples would be:Carrying out a car repairing business.Running a taxi service from the premises.Running a business that caused noise or nuisance to neighbours.Running a business that involved many people visiting your home.Running a business that breaks planning consent and requirements.Keeping your home clean and tidyYou must keep the premises in a clean, tidy and healthy state. Thisincludes your responsibility for internal decorations. If you live inpremises with communal areas, you are responsible for ensuringthese areas are kept clean and tidy. See page 14 ‘Living in flats’ forfurther details.GardensYou must keep your garden, hedges and trees in a tidy and manageable state. You must get ourwritten permission to remove any fence, hedge or tree. You should not park a vehicle or caravan onyour garden unless there is a properly constructed hard standing and dropped kerb. Trees and hedgesshould not obstruct public footpaths or interfere with a neighbour’s property and fencing. You will beresponsible for any trees, shrubs or hedges within the boundary of your property even if you did notplant them originally. If a tree becomes unsafe, we may arrange for work to be carried out. You willbe expected to pay for these works.NeglectYou must not allow the premises to be damaged wilfully, recklessly or by neglect. If you do so, wewill charge you for putting it right. In extreme cases we may also take legal action which couldinclude eviction.12

Who does what around my home?We have homes in various locations acrossthe eastern region. In most circumstancesthe local authority will have responsibilityfor roads, street cleaning, the removal ofrubbish, parking areas, grass verges andstreet lighting. However, on some estateswhich were originally all owned bySt Edmundsbury Borough Council,Havebury has taken on some streetcleaning, grass cutting and maintenanceand cleaning of the parking areas. If youhave a concern about a particular area,please contact the neighbourhood teamon 0300 3300 900.Street CleaningHavebury looks after parking areas, open spaces and minor roads on the estates. Contractors workingfor Havebury will be carrying out cleansing of these areas. If you have any, please contact us and wewill arrange for any cleaning to be carried out.Refuse CollectionYour local authority will collect your household waste and many types of recyclable material. Theywill also collect bulky waste such as sofas and fridges, although you may have to pay for this. Forinformation contact your local authority.Parking AreasThese are mostly located on our estates and are Havebury’s property. They will be maintained by ourcleansing contractor and where there are grassed areas by our grounds maintenance contractor.Street LightingIn the vast majority of cases, street lighting is the responsibility of the County Council and faults ordifficulties associated with street lighting should be reported to them using the freephone numberattached to each street light. Remember to give the light’s reference number when you call.Grass Verges and Landscaped AreasLandscaped areas around Havebury flats are the responsibility of Havebury. We will use ourcontractor to maintain shrub beds and other planting.Abandoned CarsThe local authority will pick up abandoned vehicles within 24 hours if they are a danger and withina few days if they are not on private land. If you are concerned about a car being abandoned in aparking area, or elsewhere on Havebury land, please contact us.Council TaxThe local authority collects Council Tax. Contact details can be found on page 53 of this handbook.BenefitsIf you are on a low income, you may be able to claim Housing and Council Tax Benefit. Check withthe benefits team at your local authority. Contact details can be found on page 53 of this handbook.13

Conduct and SafetyResponsibilitiesYou are responsible for your behaviour at all times in your home and in the neighbourhood. Youare responsible for your family, other people living at your home or anyone visiting your home. Forexample, you are breaking your tenancy conditions if you are creating a nuisance to other residentsin your neighbourhood. If you are a joint tenant, you are jointly responsible for the actions of theother tenant(s).EmployeesOur employees are available to help and advise you. We are committed to customer care but we arealso committed to ensuring the safety and well being of our employees. It is therefore a condition ofyour tenancy that you do not threaten or abuse our employees or contractors in any way physically orverbally. This includes using bad language or visiting one of our offices while under the influence ofalcohol or drugs.Good Neighbour CharterThe Good Neighbour Charter was produced in partnership with members of the Tenants’ Forum andHavebury. It is intended to help you fully understand your responsibilities as a tenant of Havebury,while enhancing community spirit within your neighbourhood.NoiseNoise, especially loud music, can be distressing for your neighbours. Your local authority may operatean out of hours’ service to monitor noise and can take legal action if necessary to deal with theproblem.HarassmentWe also want to prevent any forms of harassment, whether it is on the grounds of age, disability,gender reassignment, marriage or civil partnership, pregnancy, race, religion or belief, sex orsexual orientation. If you experience harassment of any type, contact us or the Police immediately.Havebury will support victims of harassment and will be pro-active in taking action againstperpetrators.Living in flatsIf you live in a flat or maisonette, you have particular responsibilities, especially to other neighboursliving close by.Please rememberTo keep communal areas clean and tidy; (your Neighbourhood Advisor can tell you what areas youare responsible for).To keep all pets under control and not to allow them to foul communal areas. (see guidance onpets on page 17)To report any faults or repairs e.g. – Communal doors, lights and door entry systems.Not to create noise, especially at night or early morning.Not to create nuisance to other neighbours.Not to keep any dangerous substances such as petrol or welding equipment in the building.If your flat has a communal garden Havebury may be responsible for grass cutting and groundsmaintenance. If you are unsure, please check with us.14

Dealing with nuisanceDiary information/Action PlanIf we agree that a nuisance is being caused, we will draw up an action plan. Part of this may includeasking you to complete a diary of incidents. We will liaise with other services including the Police ifnecessary.Notice Seeking PossessionIf the nuisance is serious and continues despite our effortsto resolve it, we may consider serving a Notice SeekingPossession.Court Action/InjunctionIf the problem continues, we may then take the caseto Court for possession. We may also take out a CourtInjunction to prevent the nuisance. If we go to Court, weneed to provide enough evidence to the judge to prove ourcase. This often involves witnesses attending the Court orgiving written statements.Catch 22 Mediation ServiceThis is a mediation service for residents who may be experiencing difficulties with neighbours.Telephone 01473 581811. Neighbourhood Advisors can provide information to you about this service.AdviceTry talking to your neighbour first – it often works and prevents disputes. Please note if you areevicted for anti-social behaviour we may refuse to offer further accommodation.Tackling anti-social behaviourHavebury is committed to tackling anti-social behaviour as we recognise that, if we effectively tacklethe problems, we can improve the quality of life in our local neighbourhoods.DefinitionsAnti-social behaviour has been defined as conduct which: Is capable of causing nuisance andannoyance to any person: and directly or indirectly relates to or affects the housing managementfunctions of Havebury. Consists of or involves using or threatening to use housing accommodationowned or managed by Havebury for an unlawful purpose. Is likely to cause harassment, alarm ordistress.Havebury accepts these definitions in their broadest terms.The Association of Chief Police Officers distinguishes between a hate incident and a hate crime. Ahate incident is:“Any incident, which may or may not constitute a criminal offence, which is perceived by the victimor any other person, as being motivated by prejudice or hate.”Whilst a hate crime is defined specifically as:“Any hate incident, which constitutes a criminal offence, perceived by the victim or any otherperson, as being motivated by prejudice or hate.”15

Hate crimeA hate crime is any criminal offence that is motivated by hostility or prejudice based upon the victim’s:disabilityracereligion or beliefsexual orientationtransgender identityCategories of anti-social behaviourAnti-social behaviour can be anything from low level, persistent nuisance to violent behaviour. Ourprocedures on anti-social behaviour prioritise neighbourhood nuisance and anti-social behaviour intoone of the following broad categories which we will respond to in the following timescales:Extreme anti-social behaviour – take immediate action within 24 hours where possible.Serious anti-social behaviour – interview within 2 working days.Nuisance cases – contact within 5 working daysOther breaches of tenancy – contact within 10 working days.Havebury has produced a policy and procedures for dealing with reports of anti social behaviour.We will monitor our service. A manager will carry out case reviews every 6 months and check that weare meeting the timescales for initial investigations we have set out here. The manager will also checkcases to ensure we are taking all reasonable steps to bring the case to a close.You can request our Anti-social behaviour leaflet by calling 0300 3300 900 or visit www.havebury.com.You can contact our ASB Hotline on: 08000 758 999 (your call is free) 24 hours a day or email us at:asb@havebury.comOther Useful Telephone NumbersSuffolk Police Anti Social Behaviour Unit: ....... 01284 774147Suffolk Racial Harassment Initiative: ............ 01473 265162Suffolk Hate Crime Service: ....................... 01473 668966Environmental Health at St Edmundsbury: ..... 01284 757053Bury St Edmunds Women’s Refuge: .............. 01284 753085Suffolk Victim Support: ............................ 01284 717188If you live outside the St Edmundsbury area, please speak to your Neighbourhood Advisor on0300 3300 900 or contact your local authority or police force. In an emergency always dial 999.SecurityRemember to take security measures by ensuring doors are locked and windows shut whenever yougo out. There may be an active Neighbourhood Watch in your area for more details contact your localpolice station. We will actively promote community safety and security improvements in all Haveburyproperties and neighbourhoods. We welcome suggestions for improving security.16

Photo ReportingHavebury has a photo reporting system which enables Havebury residents, members of the localcommunity and employees to report any areas of the grounds they are concerned about.We encourage you to send in photos of any problem areas. These will be quickly investigated andfeedback provided. You can either send photos which have been downloaded from a digital camera toa computer and email them to office@havebury.com or by sending photos from an *internet-enabledmobile phone (*Phones enabled to send MMS (Multi-Media Message Services) at a cost of little morethan a first class stamp.Instructions for sending mobile phone photo messagesTake Photo.Go to ‘Options’ and scroll down to ‘Rename’. Give the photo a brief title that identifies it(location, state problem, etc.)Then press ‘Send’ and it will show on the screen as ‘scaling image.’Then Press ‘Send’ again and this will give you options that include an email address option. Select‘E-mail’Type in the email address office@havebury.com and press ‘Send’Whether sending photos by computer or phone, it helps if a few words of explanation are included toidentify the location, the problem and your name. Alternatively, you can report any issues regardingGrounds Maintenance to us on 0300 3300 900, visit us at www.havebury.com or email office@havebury.comPetsYou can keep domestic pets (dogs, cats, small birds etc.) but you should not keep non-domesticanimals (horses, poultry etc.). Pets are not generally permitted in sheltered accommodation.Themaximum number of pets allowed would be 1 dog and 2 cats or 2 dogs and 1 cat, provided your homehas its own garden for your exclusive use. 3 dogs or 3 cats would not be allowed unless you havegained permission from us first. If in doubt, please ask us first.You must also ensure that any pet is kept under control at all times, does not cause any nuisance ornoise to neighbours and does not foul communal areas or the neighbourhood. You should also ensurepets are under adequate control and supervision when our employees or contractors visit your home.Dog Fouling – bylaws and stray dogsIt is an offence to let your dog foul communal land, roads and public footpaths. Please make surethat any mess is cleared up.InfestationIf you have rats, mice, fleas, wasps, cockroaches or other household pests in your home, you shouldcontact a reputable pest controller to deal with the problem. Unfortunately, neither Havebury noryour local authority can assist with the cost of dealing with pests.Car parking/caravans/trailersIf you park a vehicle on your premises, you must have a properly constructed hard standing anddropped kerb. Communal parking areas are not specifically allocated to individual properties.The areas are provided for the parking of taxed and roadworthy vehicles. Caravans, trailers andlorries, must not be parked in communal parking areas, without our prior permission. If a vehicle isabandoned on our land we will serve a 7 day notice on the vehicle and arrange for its removal. Theowner of the vehicle will be charged for any costs relating to the removal.Vehicle repairsMinor repairs to your own vehicle are allowed provided they cause no nuisance to neighbours. You mustnot carry out major or commercial vehicle repairs on or near your home or on land owned by Havebury.17

All About Your RentRent Collection and Arrears RecoveryIt is a condition of your tenancy that your rent is paid regularly and on time. In most cases rents aredue on a Monday (some shared ownership tenancies may have a monthly payment pattern). We doallow you to pay fortnightly, four-weekly or calendar monthly.It is important however that rents are paid in advance whichever method you choose to pay yourrent. Payments can be made by:Direct Debit monthly on 6th, 13th, 20th and 27th of each monthDirect Debit weekly every week on a FridayAlthough Havebury will try very hard to ensure that you find a payment method that is easiest foryou, we must also emphasise that failure to pay your rent regularly could lead us to taking actionwhich could lead to us taking back your home.If you have difficulty in paying your rent you should contact your Rents Advisor immediately. Pleasedo not be afraid to do this - our team is trained to provide advice and to reach an agreement withyou to allow you to clear your rent account in a way that you can manage. We will try to makepersonal contact with you as often as possible however the first notification of rent arrears may comein a letter. Please contact us if you receive a letter so that we can discuss any difficulties you may behaving and suggest ways for you to solve these problems.Remember, if you keep an agreement to pay your rent arrears, we will not take further action.Questions and AnswersQ. How do you decide the amount of rent that is charged?A. Havebury as a registered housing provider must use a formula created by the Governmentand increase rents in line with this and inflation. The inflation figure at the end of September2011 was at 5.6%. We are allowed to add this plus 0.5% meaning that the rents increased in2012 by 6.1%.The Government formula is based on the value of your property type, the number ofbedrooms and the local and national wages and property prices. The Government formulais not currently the rent charged in all cases, however by 2012 this should be the case, as aresult of this some rents will increase slightly more or slightly less to make sure we are in linewith the Government formula.Q. Will I get a rents statement?A. Yes, we will automatically send you a rents statement every 3 months. You can request oneat any time by contacting us or by registering for our online self service at www.havebury.com and following the links.You can also receive statements by email if you wish. To do this follow the links to selfservice on www.havebury.com.18

Q. What is the advantage of paying by Direct Debit?A. This is a simple and worry free way of paying your rent. We can send you a form for you tocomplete and return to your Rents Advisor. We will then notify your bank to ensure that youpay the same amount on the same day each month. You can also pay by weekly Direct Debit.When the rent changes, the Direct Debit automatically updates itself and we will notify youof your payment profile at the beginning of your Direct Debit and when changes take placeafterwards.Q. Should I apply for housing benefit?A. If you are not in receipt of housing benefit at present you may well be entitled to it becauseyour rent has increased recently. Other reasons to think that you may be entitled are thatyour income has gone down or your family circumstances have changed. There are manyreasons for this and we strongly advise that you take advice either directly from your housingbenefit authority or by contacting your Rents Advisor (Housing Benefits) who may be able togive you advice.If you are a new tenant and have not claimed, please contact us and we will advise you as towhether you are likely to be entitled to housing benefit.Alternatively you can go online to Anglia Revenues Partnership website where they have abenefits calculator - www.quickcalc.co.uk.Q. How can I find advice if I fall into difficulties with my rent and/or other bills?A. We will always be prepared to renegotiate repayment arrangements and assist you withdifficulties that you may have with our rental charge and other bills. We will seek to makeface-to-face contact with you before taking any legal action. Please always remember thatwe are there to assist and you must keep in touch with us for us to be able to help you.Prevention of arrears is easier than cure. You should contact the Citizens Advice Bureau or asimilar organisation for legal or debt advice if you are unable to reach an agreement with usor have other debt problems.Citizens Advice Bureau telephone number is Bury St Edmunds 01284 753675 and Haverhill01440 704012.Q. What happens if I cannot pay my rent?A. Havebury will always notify you of arrears that arise on your account and we will assume thatyou are finding difficulties or have made a mistake. Our initial reminder letter will ask youto contact us so that we can assist or make arrangements for you to repay in an affordablemanner. Clearly however there are occasions where problems continue and in some instancespayment is withheld.Q. How can I contact the Rents team?A. by telephone on 0300 3300 900, on line via www.havebury.com or by emailoffice@havebury.com. We also have a Facebook page.19

Arrears ProcedureBelow is a brief rundown of our arrears procedure explaining how we can help at every stage.ReminderRequest for contact letterNotice of Seeking PossessionCourtInitial reminder that rent is owing with a statementshowing recent payments if any.We ask you to contact your Rents Advisor and advisethat if you fail to do so, further action may beconsidered.We will serve notice that we intend to go to courtif an agreement is not maintained and an accountbrought into balance.A county court hearing will be requested if arrearsare not dealt with satisfactorily.WarrantIf you fail to comply with the county court order, wewill ask for your eviction. The county court bailiffcarries out the eviction. The arrears and any courtcosts must still be paid.It is important to remember that all of these stages above are taken only if promises made arenot kept, or actions needed are not taken and if advice is not followed.How and where to pay your rentBy standing order or direct debitPlease contact your Rents Advisor for a form so that we can adviseyou on Direct Debit.At any post officeYou can still pay at the post office in the United Kingdom. You canpay by cash or cheque using the rent payment card that we sentyou when your tenancy started.BillPayInternet payment serviceYou can pay online at www.billpayment.co.uk. Just log onto theHavebury website and follow the links.By phone with debit or credit cardYou can telephone us with a debit or credit card during officehours by calling 0300 3300 900. Please have your rent paymentcard and debit or credit card available.At any PayZonePlease take your swipe card to any PayZone outlet where you willbe able to pay your rent in cash.20

Right to Buy and Right to AcquireAs a tenant of Havebury you may be able to purchase your home from us. There are two principalrights to purchase belonging to our tenants:-Preserved Right to BuyTenants who transferred from St Edmundsbury BoroughCouncil on 24 June 2002 may have the PreservedRight to Buy. This gives tenants a right to purchase ata discount, based on the length of time you lived inpublic sector housing.Right to AcquireTenants who were not transferred to Havebury by StEdmundsbury Council on 24th June 2002 on a preservedtenancy, and became tenants after that date onan assured tenancy may have the Right to Acquireprovided thay have held a tenancy for a minimumof 5 years. The Right to Acquire unfortunatelydoes not apply to all of Havebury’s properties, theGoverment stipulates that properties in certain ruralareas are excluded from the Right to Acquire, and inHavebury’s case this includes all our properties in all our villages. Also, some of Havebury’s newlybuilt properties after 1st April 1997 will qualify for the Right to Acquire if they were built using socialfunding or a grant provided by the Homes & Communities Agency. If you have any queries about yourRight to Acquire, please contact us on 0300 3300 900.Who has the Right to Buy or Right to Acquire?Your ability to purchase depends upon you meeting the qualifying criteria. These are:You must have been a tenant for at least 5 yearsThe home you live in must be a house, bungalow or flatThe property must be your only or principal homeYou cannot undertake a Right to Buy or Right to Acquire if:A Court has made a possession order against you requiring you to leave your homeYou are an undischarged bankruptYou have made arrangements with creditors and still owe them moneyExceptions to the Right to Buy and Right to Acquire schemesYou cannot buy or acquire your home if any of the following apply:Havebury does not own the freehold or have a lease of more than 21 years (50 years for a flat)Your home is provided as part of your conditions of employmentYour home is one of a group built or adapted for occupation by people with physical or mentaldisabilitiesYour home is one of a group particularly suitable for occupation by elderly personsYour landlord is a co-operative housing association – which Havebury is notHavebury has your home on a tenancy from the CrownYour home is subject to a demolition order21

ProcedureIf you wish to purchase your home, you must make an application to us. In the first instance if youtelephone us, we will ask you about where you live and how long you have been a tenant, in order tosend you the correct application form.Once we receive a completed form, we are obliged to respond to your application within four weeks(eight weeks if part of your qualifying period has been as a tenant with another landlord) statingwhether or not we agree that you have the right to purchase your home.*Please note Havebury will not carry out any repairs or improvements to your home (other thanemergency repairs) while your application is being considered. If the application is cancelled,your home will be reinstated onto the maintenance register.If you sell your property within five years of purchase you will be required to repay some of or theentire discount you received. If you wish to sell your property within the first ten years you must firstoffer to sell it back to us at its current market value. If we do not buy it, you are free to sell on theopen market.Purchase priceYour home will be sold to you at a discounted price. The price is based upon the market value ofyour home in its current condition and ignoring any improvements you have made to it. The price isthen reduced by your discount entitlement to give the purchase price. The discount entitlement is asfollows:Preserved Right to Buy:-Houses minimum discount 30% plus 1% for each year as a public sector tenant up to 60% (but to amaximum amount as detailed below).Flats minimum discount 40% plus 1% for each year spent as a public sector tenant up to 70% (again upto a maximum amount as detailed below).The maximum amount of discount available is £34,000.Right to AcquireThe discount entitlement is a flat rate of £11,000.22

Initial cost of purchaseIf you decide to purchase your home you will have to meet other costs in addition to the purchaseprice. These costs could include the following:Stamp DutyLegal feesthis is a tax on property and is paid by homeowners when they purchase. Itis calculated as a percentage of the purchase price.it is likely that you will need to employ a solicitor or licensed conveyancerto look after the legal documentation for the purchase of your home.Survey feesa survey will give you information about the condition of the building andany work required. It will also give guidance on the value of the property.Before you seek professional services it is wise to ask for estimates and get a clear statement ofwhat the costs cover. If you take out a mortgage to purchase your home, you may incur the followingexpenses:Valuation feesArrangement feesLegal feesthe mortgage company will require a valuation of the property. This is toensure that the property is worth the amount of money they will lend toyou.the mortgage company or your financial advisor may charge you a fee forsetting up the mortgage.the cost of preparing mortgage documents and registering the mortgage asa charge on the property.CostsAs the owner of your home, you become responsible for all the costs associated with it, includingits maintenance and repair. There are certain costs that will need to be paid on a regular basis andthese could include:Mortgage payments this is the monthly amount you must pay off the amount you borrowed,including interest.Building insurance this covers the cost of repairing your home if it is destroyed or damaged.It will be required if you take out a mortgage. If your home is a flat, thebuilding insurance will be arranged by Havebury and the cost will beincluded in your annual service charge.Life Insurancethis is a policy to provide a sum of money towards repayment of yourmortgage debt if you die before the end of the mortgage period. (It hasthe benefit that your family is not left with the heavy burden of themortgage debt).Mortgage Payment Protection Insurance this covers the cost of your mortgage payments if youlose your job or become unable to work through illnessor accident.Council TaxYou will be responsible for paying your household’s share of the cost ofpublic services.Utility Charges You will be responsible for the cost of any of these services being providedto your home: water, sewerage, gas, electricity or other utility services.Service Charges If your home is a flat - you will be responsible for the maintenance andrepair of the flat itself and Havebury will be responsible for the building.A fair share of the cost of work to the building will be recharged to youthrough the service charge.23

Risk of repossessionFailure to maintain the payments on your mortgage could lead to your home being repossessed bythe mortgage company.Keeping the property maintained and repairedThe cost of maintaining and repairing your home becomes your responsibility once you havepurchased it.If your home is a house you must make the arrangements for any work that is required to it andpay the full cost.If your home is a flat you will be responsible for the maintenance and repair of the flat itself andHavebury will be responsible for the building. A fair share of the cost ofwork to the building will be recharged to you through the service charge.There are two kinds of service charge:Annual Charges this includes building insurance, horticultural maintenance, contributionto painting fund and maintenance of communal areas. Any repair itemscarried out to the communal areas and the main building are also chargedto the annual account.Major Worksthis includes major items of repair to the building and its structure suchas window replacements. These are items that do not occur very often butcan be expensive when they are undertaken.24

RepairsTo report a repair please call us on 0300 3300 900Repairs and MaintenanceBoth you and we have responsibilities and obligations towards repairs. We want to maintain ourhouses as best as we can. We rely on you to help us by reporting repairs that might need to be doneand allowing us reasonable access to do them.Our repair responsibilitiesWe are responsible for repairs to the structure and the outside of your home including:Drains, gutters and external pipes.Electric wiring, gas and water pipes (that are our responsibility).Roof, walls, floors, ceilings, window frames and doors.Kitchen and bathroom fixtures (basins, sinks, toilets, baths and showers, where fitted by us).Heating equipment (other than that provided by tenant).Communal areas around your home (stairs, lifts, landings, lighting, paving, shared gardens,parking areas, rubbish chutes and collection areas), which are owned by Havebury.For a full list please refer to your tenancy agreement.Your repair responsibilitiesThere are a number of repair items which Havebury will not carry out. These include:Plumbing to dishwashers and other such appliances or equipment.Door bells.Keeping gullies clear.Curtain battens and coat hooks and rails.Sink, bath, wash basin plugs and chains.Toilet seats and covers (those exempt from paying are older people and people with disabilities).Electrical faults arising from the use of faulty appliances.Minor plaster cracks and internal decorations.Garden paths, other than those leading to the main doors.Any appliance, structure or installation which was not supplied by Havebury or your localauthority.Washing line posts.Electrical plugs (not socket outlets), fuses and light bulbs.Smoke detectors (which have not been installed by Havebury or your local authority).All additional lost or broken keys.Chimney sweeping - to be carried out twice a year.Any damage not considered to be fair wear and tear.Havebury expects that where central heating is provided, it will be used by tenants for heatingthe property and not an open fireplace. Havebury discourages the use of open fireplaces onenvironmental and health and safety grounds. Tenants who choose to have open fires should ensurethat they comply with regulations for burning fuel (such as smokeless zones) and ensure thatchimneys are swept by them as is necessary (every six months being regarded as normal practice).Havebury carries out solid fuel servicing once a year.25

Emergency repairsSaturday and SundayMonday to Friday 5pm to 9amIf you call this service unnecessarily, you will be charged.Emergency repairs are:DrainageBlocked or leaking foul drain, soil stack.Blocked toilet (where there is only one in the property).Missing or dangerous manhole covers.WaterTotal loss of water supply.Leaking water or heating pipes, tank or cistern that cannot be controlled.Toilet not flushing (where there is only one in the property).PowerTotal loss of electric power.Unsafe or overheating sockets or electrical fittings.In flats, complete failure of communal lighting to entrance halls, landing and staircases (notreplacement of a single light bulb or tube).HeatingTotal or partial loss of room or water heating will be processed within 1 working day (between31st October and 1st May).Blocked flue to an open fire or boiler.SecurityExternal windows, doors or locks that cannot be secured.Boarding up of windows to prevent unauthorised access.Gaining access due to loss of keys (this may be rechargeable to the tenant).StructuresRoof leak, whether temporary or permanent (only if weather conditions permit safe working).Make safe dangerous structures (e.g. leaning walls, hanging guttering).Sometimes, we may only be able to carry out a temporary repair. The work will be completed duringnormal working hours. Please give the standby operator as much information as possible. We willrefuse some requests, or charge some repairs to you if you are at fault or your behaviour makes itunsuitable to send a contractor to carry out the repair.Reporting a RepairTry and identify what the problem is. The more information the better – such as size, quantity,colour, location and nature of problem. Please remember that we may need to inspect some repairsbefore completing them. As well as your name and address, please, if possible, give your telephonenumber and details of when a contractor can visit. Please remember a contractor will only carry outthe repair we have booked. You can report a repair on 0300 3300 900, in writing, online at www.havebury.com or by visiting one of our offices.26

How quickly will work be carried out?Repairs are normally booked within one working day of a request being made. If we need to inspect arepair before booking the work, this will be done as soon as possible and at a time convenient to you.Once the work has been booked your repair will be carried out within a set time as follows:Emergencies (within 24 hours)Total loss of electric power.Total loss of water supply.Blocked flue to open fire or boiler.Total loss of room or water heating between 31st October – 1st May.Blocked or leaking foul drain, soil stack or toilet pan (where there is no other working toilet in theproperty).Total or partial loss of gas supply.Insecure external window, door or lock.Unsafe power to lighting socket or electrial fitting.Leaking water or heating pipe, tank or cistern (not overflows).Urgent Repairs (within 7 days)Partial loss of electric power.Partial loss of water supply.Total loss of room or water heating between 30th April – 1st November.Blocked sink, bath or basin.Tap which cannot be turned.Leaking roof.Door entry phone not working.Mechanical extractor fan in kitchen or bathroom not working.Loose or detached banister or hand rail.Rotten timber floor or stairtread.Routine Repairs (within 1 calendar month)Work that involves plastering, concreting or fencing. You will be told if any work falls into thiscategory.Right to RepairHavebury operates a Right to Repair Scheme, which offers tenants compensation in the event of theRepairs Service being provided in an unsatisfactory manner.More information is available in our Repairs & Maintenance Policy on our website.27

Questions and answersQ. Will Havebury have to visit before doing a repair?A. Yes, if measurements are needed or the work is complicated. You can help to prevent someinspections by giving as much accurate information as possible.Q. What happens after the repair?A. You will be asked to complete a repair satisfaction questionnaire to tell us about theperformance. We carry out surveys on all repairs. If you are unhappy with the repair please ring orwrite to our office so that we get the chance to remedy the problem.Q. Will I ever be charged for repairs?A. Yes, if the repair arises from your neglect or misuse; for example, if you lose your house keys andrequire access or if you deliberately break or misuse fixtures or fittings. We also rely on your helpto prevent repairs, for example keeping gullies and drains around your home free from blockages.We do not routinely charge for repairs costing less than £25.Q. I was out when you called - what should I do?A. The repairs team will leave a card to let you know they tried to visit you. However, the repairrequest will be cancelled, so please call 0300 3300 900 to rearrange an appointment for yourrepair.How to identify your repair needsWindows and doorsPlease tell usWas the damage the result of forced entry?If so, have you informed the police?Is there any damage to the frame, locks or door furniture?If the door will not close properly, has it been recently painted, or does it show signs of warping?If a glazed panel is broken, what type of glass is it and how was it broken?Water ServicePlease tell usIf you have a leak, can you see where it is, (supply or waste) and which item of equipment isaffected?How serious is the leak and is it the hot or cold supply?Are your electrics affected?If your water supply has been shut off it may be necessary to turn off your heating appliances.Note: Some items of equipment may have their own ISOLATION VALVES, so that the water supply canbe turned off without affecting the rest of the supply. If this is not the case you may be able to turnthe relevant supply pipe off at the GATE VALVES on the pipes coming out of the cold water tank. Thiswill leave you with some services, even though it might only be cold water to the kitchen tap. It maybe necessary to turn off your main STOP VALVE. You should know where it is situated and it is wise totest it twice a year. To do this, first shut it off and then open it fully. Then close it slightly by turningit back towards off by half a turn. If you cannot find it, please contact us.28

CupboardsPlease tell usWhich item needs repairing?Which room is the unit or cupboard in?What colour is the broken part?If handles are broken, what type are they?How did the damage occur?Walls and ceilingsTypes of dampDamp patches on ceilings may be caused by leaking plumbing equipment or rain water penetration.Damp penetrating from outside will appear only on external walls. Penetration may be apparent nearwindows or close to gutters or rainwater pipes. Try to establish whether the damp appears only whenit rains or all the time. Rising damp is caused by water from the ground penetrating damp courses.Signs include peeling wallpaper, lifting floor tiles and discoloured patches on lower walls. Mould onwalls can often be wiped clean but should be reported if it becomes serious.Plaster problemsA bulging ceiling may need early attention and should be reported as soon as possible. Plaster flakingoff walls and/or ceilings could have several causes. Usually an inspection will be necessary, to findthe cause and best remedy. Many buildings experience some minor movement, which can causeplaster cracks. In reporting these, try to be specific on such things as location and the extent of thecrack. Cracked or fallen rendering on external walls should be reported, giving as much detail aspossible. If you are reporting loose, broken or missing tiles, such as in bathrooms, tell us how manyare missing or need re-fixing, their size and colour.Central heating problemsPlease tell usWhat type of fuel does the system use (e.g. gas, electricity, solid fuel or oil)?If it is a problem with the radiators:-Is it all the radiators?Is the radiator completely cold? (it maybe warm at the bottom but not at the top)?Does your heating system also provide hot water and if so, are you without both services?Have you checked the thermostat or fuses?All heating problemsPlease tell usHave you any alternative means of heating (or of obtaining hot water if affected)?Are there any persons with medical needs or very young or elderly people within the household?29

Heating your waterPlease tell usHow is your water heated (e.g. gas, electricity, solid fuel or oil)?Do you have any hot water coming through any of the taps?Is the water cylinder hot?Do you have an alternative method of heating water in your home?Do you have any other water supply problems?Are there any persons with medical needs, or very young, or elderly people within the household?General AdviceOil central heatingRemember to check oil levels in your tank at regular intervals.Remember to check that the oil indicator is working correctly. Failure to do this may result indamage to your tank for which you could be charged.Oil tank monitors are available from your fuel supplier.Gas Card MeterEnsure you have a credit on your meter. Failure to do so may result in the supply needing to bepurged. This will be recharged.Moving inWhen you move into a new home, make sure you know:Where the water stop tap is.Where the electric fuse box is.Where the gas meter is.Familiarise yourself with any heating controls.Repair RechargesTenants will be recharged if the service is misused and/or the repair carried out is the tenant’sresponsibility. Repairs which have been caused by tenants’ negligence or deliberate damage will berecharged to tenants. Tenants will be advised before the repair takes place whether it is likely to berecharged, and notified of the likely cost in accordance with our recharges policy. There is a guideon www.havebury.com where you can find out more about the costs involved in being recharged for arepair.Away over 1 monthWe need to know if you will be away from you home for over 1 month. It will also be useful to giveus a contact name and address in case of emergencies. If you go away in winter please contact usto arrange for your heating system to be drained down free of charge. You should also turn off yourwater supply to prevent burst pipes and possible damage to your home and the homes of others. Youwill need to contact us on your return.If a property appears to be abandoned, we will make every effort to contact the tenant. If necessary,we will serve a Notice to Quit and take action to end the tenancy. With the great demand for ouraccommodation, we need to ensure that all our homes are lived in.30

Winter precautions in your homeBurst water pipes in your home can cause extensive damage, causing distress and incurringconsiderable unnecessary expense. The following suggestions may help you avoid this during periodsof extreme cold weather:STOP COCK – The stop cock is where the mains water pipe enters your home. Make sure that it turnseasily. Let the Repairs team know if it does not. Check this before winter arrives. Make sure thatdripping taps are re-washered and repaired.Check that any cold feed pipe and stop taps to hot water cylinders operate easily. Ensure that allwaste pipes and overflow pipes do not leak. Contact the Repairs team if your gas or oil centralheating system has not been serviced in the last year or if it needs repairing.If you go away in winterWhere possible, leave on some low background heat, otherwise contact the Repairs team for advice.Remember your system can be drained down free of charge if you expect to be away for 2 weeks ormore.Frozen pipesIf a pipe freezes, turn off the main stop tap. This is usually under the kitchen sink or near to wherethe mains water supply enters your home. Drain all hot and cold taps throughout your home. As longas you have been using your heating or back boiler everyday it is quite safe to continue to do so. Itwill help to thaw out the affected areas.If you know where the pipe is frozen, you can put hot water bottles on it or a thick cloth soaked inhot water, or you can use a fan heater or electric hair dryer. However, NEVER use a naked flame andNEVER use a hot air paint stripper. Always watch for a split in the pipe which can lead to floodingwhen it defrosts. If you need water for drinking or washing, make sure your cold tap over the sink ison, turn off the mains stop tap.If a pipe bursts, collect water in the bath for washing and flushing the toilet, turn off the main stoptap and open all taps. If you cannot stop the flow, open all cold taps to drain down the system.Turn off the central heating and let any solid fuel heating die down. Contact us on 0300 3300 900.GritWith the winter months approaching we recognise the problems caused by ice and snow. A riskassessment identified some areas that would benefit from the provision of grit bins including ElmdonPlace in Haverhill, Yeomanry Yard in Bury St Edmunds and Nether Road in Cavendish.You are able to use the grit we have provided in order to reduce the risk of slips on ice, frost andsnow. Please contact us if the bin needs filling or you have another query about the provision of gritbins.You are advised to follow these guidelines:Identify the outdoor pedestrian areas most likely to be affected by ice. For example buildingentrances, car parks, pedestrian walkways, shortcuts, sloped areas and areas constantly in theshade or wet31Monitor the temperature, as prevention is key. You need to take action whenever freezingtemperatures are forecast. Keep up to date by visiting a weather service site such asmetoffice.gov.uk, bbc.co.uk/weather or highways.gov.ukSalt can stop ice forming and help existing ice or snow to melt. It is most effective when it isground down, but this will take far longer on pedestrian areas than it does on roadsGritting should be carried out when frost, ice or snow are forecast or when walkways are likely tobe damp or wet and the floor temperatures are at, or below, freezing. The best times are earlyevening before the frost settles and/or early in the morning

Salt doesn’t work instantly - it needs sufficient time to dissolve into the moisture on the floorIf you grit when it is raining heavily the salt will be washed awayPlease note: Havebury is only responsible for gritting the pathways and car parks at our offices inBury St Edmunds, Haverhill and Tayfen House. The managers at our Supported Housing schemes willgrit access pathways to the schemes when required. The grit is there for you to use, so please makeuse of it where you live.Asbestos:If you identify or believe there is asbestos in your home, you must notify us before interfering with itor disposing of it.Materials containing Asbestos were used in building until 1999. The materials are completely safeas long as they are not damaged or disturbed.To ensure the safety of our residents, technicians and contractors, Havebury is required by law tocarry out asbestos surveys in all of its properties. The surveys provide information on the locationand condition of asbestos. They are carried out by contractor White Young Green which is UKASaccredited and has many years of surveying experience.Many of our properties have now been surveyed. If a survey has been carried out on your home, youwill be sent a copy of the results along with our leaflet ‘A guide to asbestos in your home’. You canalso view information on our website www.havebury.com.What if there is no survey for my property?If a survey hasn’t been carried out on your home, Havebury, for safety reasons, will be unable tocarry out maintenance or scheduled work such as fitting new kitchens and bathrooms until a surveyhas been completed. Emergency repairs only will be carried out.If your property was built after 1 January 2000 a survey is not required as the use of asbestos wasprohibited in 1999.If you are unsure whether your property has been surveyed or you’re concernedabout asbestos in your home, please contact our asbestos coordinator on 01284722064.Alternatively contact White Young Green on 01480 410550 urgently to make anappointment.Should I be concerned if there is asbestos in my home?Materials containing asbestos in your home are safe as long as they are undamaged and undisturbed.However where a survey has identified materials that may contain asbestos, they should not bebroken, sanded, cut or drilled.If asbestos is found, is it safe to continue living in my property?If any asbestos material is identified as being in a poor condition by the survey, Havebury will arrangefor it to be safely sealed or removed. All materials which are deemed to be safe will be monitoredby re-inspections over a period of five years. You can also contact the Health and Safety Executivesinformation line on 0845 345 0055 or visit www.hse.gov.uk.32

CondensationDuring the winter months we receivea number of queries regardingcondensation; Havebury can help withadvice.What is condensation?There is always water vapour in the airand when it meets a colder surface theair is unable to hold the same amountand the water is released to formcondensation. It is more noticeable oncolder surfaces such as windows and inplaces where there is little movement of air where it might not be noticed until a fine black mouldappears, for example behind furniture.Listed below are some of the main sources of water vapour in your home:-• Washing and drying clothes produces 5.5l (10 pints) of water• Cooking produces 3l (6 pints) of water• Personal washing produces 1l (2 pints) of water• Breathing (awake) produces 0.85l (1 3/4 pints) of water• Breathing (asleep) produces 0.3l (3/4 pint) of water• Using a bottled gas or paraffin heater produced 0.5l (1 pint) of water per hourIn other words ordinary events in your home create the potential for condensation to form which inturn can lead to mould; the key is what you can do to help.What is mould?Mould is a small fungi that can grow on a range of materials that are easily able to absorb moisturesuch as clothing, furniture and carpets.Mould needs water to grow and thrives in very humid conditions, particularly in homes with highlevels of condensation. You should clean and remove mould as soon as you notice it using a suitableproduct available from supermarkets and DIY shops.The only lasting way of avoiding severe mould is to eliminate high moisture levels in your home.How can I avoid condensation?You can help without drastically changing your life, by taking the following steps:-Close the kitchen and bathroom doors when these rooms are in use, even if they have an extractorfan. This will help stop water vapour escaping.Keep a small window ajar or a trickle ventilator open when using the kitchen or bathroom. You willneed much more ventilation in the kitchen and bathroom when cooking, washing up, bathing anddrying clothes.Put washing outdoors to dry and try not to dry clothes indoors on radiators. If you have to dryclothes indoors put them in the bathroom with the door closed and the window open or fan on. Ifyou use a tumble dryer make sure you vent it to the outside, or choose a condensing tumble dryer.In cold weather try to leave some background heating on all day, even when you are out. This ismore important in flats and bungalows where the bedrooms are not above a warm living room (donot use a paraffin or flueless bottled gas heater for this purpose).33

Don’t allow kettles and pans to boil away any longer than is necessary and don’t over fill cupboardsand wardrobes. Leave some space behind furniture and the wall to allow air to circulate. Overfurnished rooms are particularly prone to condensation if not properly heated and ventilated.It is unlikely a home in this type of climate can be condensation free, however keeping your homeadequately heated and ventilated (nobody likes draughts but some ventilation is essential) youshould be able to live with condensation without it ruining your life.Havebury’s insurance policy does not cover mould damage to tenants’ belongings when it is causedby condensation as a result of living conditions. If the damage is as a result of a structural defector our failure to repair and maintain the property then this may be covered by our insurance.If you have any concerns regarding condensation please call us on 0300 3300 900 or visit ouroffices.Immersion Heater SafetyPlease remember that if you are worried about your immersion heater, you should contact Haveburyimmediately. You do not need to wait until we contact you. Telephone 0300 3300 900.There is a very rare but serious scalding risk from hot water systems where an immersion heater isused in conjunction with a plastic cold water storage cistern or ‘tank’ located in the roof space.What the electricians will check:That your immersion heater has had the safety cut-out feature fitted and that it is workingcorrectlyThat the plastic water storage cistern or tank has good support across its entire base.Warning signs for faulty immersion heatersThe water from your hot tap is excessively hot.You can hear a rumbling noise because water is overheating and boiling in your cylinder.The water in your bathroom cold tap is unusually warm - this is an indication that the hot watersystem is overheating.Excessive condensation or steam in your loft or airing cupboard.If you notice any of the above you should:Turn off your immersion heater immediately.Open the hot water tap on your bath for a few minutes to let some of the hot water out of thesystem.Call our Repairs team on 0300 3300 900.34

Planned MaintenancePlanned maintenanceHavebury is committed to improving and updating your home and has agreed a programme ofplanned maintenance. We want to ensure that the outside of your home is well looked after. For thisreason we aim to carry out arranged repairs over a number of years. This work may include repairsto roofs, chimneys, doors, windows and external decoration. If you wish to know in what year yourplanned maintenance is due, please contact us.To ensure that your home is maintained to a good standard Havebury will regularly order work inaccordance with the life cycle of the various elements. These intervals vary between one year forgas maintenance and sixty years for roof replacement. The work will cover all major elements of theproperty and where funds permit we will look to make additional improvements to your property.If you wish to know whether planned maintenance is programmed to be carried out on your propertyin the short term please contact us or look on our website www.havebury.com.Before work beginsBefore work starts, you will be given a name and telephone number of the contractor who will carryout the work. A Neighbourhood Advisor or a member of the Property team will be available to answerany questions.We will give you a choice of fittings, equipment and paint colour, wherever this is practical. Amember of the property team or the contractor will visit your home before the work starts to informyou of the extent of the work. In some cases this may be a number of months before the workbegins. They will answer any enquiries you have relating to the work.Havebury will employ a reputable contractor to do the work and all of our employees and contractorscarry ID cards. You should ask to see this before allowing them into your home. If you have anyconcerns, please contact us immediately on 0300 3300 900.What can you expect?We will tell you when the work will start and how long it should take. We will ensure that the workis done on time to a good standard and meets the contract specification. We will ensure that you andyour home are treated with care and respect.Help us to help youIf you think that necessary work to your home has not been included in the programme, pleasecontact your Neighbourhood Advisor.If an appointment has been made to inspect or carry out work to your home, please make sure thatyou are there to let the person in.If you are out when an appointment has been made, our contractor may wish to carry out the work inyour absence, please say if you do not want this to happen.We will give you a questionnaire to complete after the work has been finished. Please help us toimprove our future planned maintenance service by stating how satisfied you were with the work andreturning the completed questionnaire to us.If things go wrongIf you are not satisfied with the service you receive, if you have any comments or suggestions, or ifyou have a complaint, please contact us. Please refer to page 39 for more information.35

Tenant ChoiceYou can choose the colour of your front and backdoors if they need to be repainted or replaced.Within improvement schemes, where possiblewe will give you a choice of colour and otheroptions.Improvements and alterationsYou have the right to carry out improvementsand alterations but only if you have firstreceived our written permission. We can refusepermission if we consider the work to bedangerous, unsightly, if it reduces the value of the property or gives us an obligation to repair it. Ifyou carry out works without our written approval, we may give you notice to put it back the way itwas. If you do not comply, we can carry out the work and charge the cost to you.At the end of your tenancy, you will either be required to put the work right or we will acceptthe improvement as our responsibility. In certain cases you may be able to get compensation forimprovements you have made to your home, provided you received permission and you can supplyoriginal receipts. You can apply for compensation when your tenancy ends – which is usually whenyou move. Please contact us on 0300 3300 900 for more information.Examples of improvements and alterations procedure:-Putting upSheds, Garages, Greenhouses, Satellite dishes, Conservatories, Porches, C.B Aerials.RemovingWalls, Floors, Heating fittings, Fences/Hedges/Trees, Fixtures/Fittings, Doors, Electrical Fittings,Outhouses.InstallingElectrical sockets/fittings, Kitchen units/Vents, Bath fixtures, Showers, Water meters, Hardstandings,Dropped kerb, Windows/Doors, Fireplaces/Fires, Extensions, Floor coverings e.g. Wood laminate,Outside taps, FishpondsPlease ensure that any work carried out is by an approved provider - check Gas Safe registration forgas works and NICEIC registration for electrical work.If you would like to apply to make an improvement or alteration you should:Stage 1 > Send your request in writing or on our application form giving as much detail aspossible. Please call 0300 3300 900 for an application form.Stage 2 > Await written approval and conditions. You must not carry out any work until you havegot written permission. Sometimes we may need to visit you before giving approval.Stage 3 > Inspection. Let us know when the work has been completed. We may visit to check thatthe work has been carried out to our satisfaction.Stage 4 > End of Tenancy. Depending on the type of work- you may be required to reinstatethe work at the end of the tenancy, or in certain cases you may be able to claimcompensation for improving the property.For further information and advice contact us on 0300 3300 900.36

InvolvementResident InvolvementWe actively encourage tenant consultationand involvement. This means we will tellyou about anything that affects your homeand give you opportunities to express yourviews and opinions.The Performance & Scrutiny PanelMonitor the performance of Havebury and have responsibility for reviewing information like keyperformance indicators, complaints and customer satisfaction data.Neighbourhood Investment PanelIf you have an idea that you would like to be considered then contact us and we can talk you throughthe application process. Whether it’s for a new kitchen in a community centre or for a parking areaon your estate, we want to hear from you!Editorial GroupThe group meets before each edition of Havebury News to review the previous issue and put forwardsuggestions for new articles, if you have a story that you would like to share then we’d love to hearfrom you either call 0300 3300 900 or visit www.havebury.com.Readers PanelWe have over 20 tenants and members of the local community who regularly review our leaflets interms of the language we use and also the layout. Look out for the ‘tenant approved’ logo on ourliterature.Tenants’ ForumThis is a group of tenant volunteers who meet regularly with the Havebury team to talk about andmake recommendations on issues such as community investment, housing and related matterswhich affect all tenants. This offers direct access to the Board and therefore a direct route into thedecision making process.Friends of Havebury & Sounding BoardThis is a group of volunteers who are invited to special events and will receive feedback onHavebury’s services. It consists of tenants, leaseholders and other residents in the areas whereHavebury has homes. Those who can give more time are also invited to attend events and participatein activities such as helping with surveys.Mystery ShoppingGroup of tenants and leaseholders who check our services and report to us how we are doing so wecan make improvements.Tenant InspectorsThis group look in detail at our services and make recommendations for improvements based ontenants feedback.37

Questions and answersQ. How can I join the Tenants’ Forum?A. Simply contact the Stronger Communities Team on 0300 3300 900 and we will arrange to send aninformation pack to you.Q. Can my expenses be covered?A. Yes – examples are travel expenses, child care costs, car parking costs.Structure of Involvement Service StandardsWe will consult you on:Matters of housing managementService improvementsEstate improvement projectsChanges in tenancy conditionsAny matter affecting your homeWe will consult through the Tenants Forum, on:Policy making and changesMonitoring servicesCommunity regeneration projectsWe will actively support tenants’ groups by:Giving practical help and assistance with printingCosts and room hire where appropriateProviding relevant training opportunitiesWe will:Use plain language in all our publicationsOffer a free translation serviceMake information available in audio formHavebury NewsWe will send all our tenants a copy of the Havebury News at least 3 times a year. This newsletter isfull of local news and information.Annual ReportEach year we will publish a copy of our Annual Report containing details of our performance andother useful information.SurveysWe will carry out regular surveys to find out your viewsand give you opportunities to comment. If you are senta survey form, please complete and return it. We supplyfreepost return envelopes or you can return the form to us.Further informationContact the Stronger Communities Team on 0300 3300 900 if you’d like to or contact a tenantrepresentative member of the Tenants’ Forum.38

Complaints, Compliments, Suggestions or other CommentsComplaintsHavebury strives to provide high quality services. Sometimes things go wrong. If you are unhappywith a service that you have received from us and wish to make a complaint, we want you to tell us.We can then try to put things right and improve our services in the future.Who can make a complaint?Anyone who receives a service or who is affected by our work.What is a complaint?Something that could be a complaint would be if you think we have:done something wrongnot acted in a timely mannerfailed to do something that we should have donenot been helpful and courteous to yougiven you wrong informationtreated you unfairlyWhat is not a complaint?A request for a service such as a repair, or asking us to deal with anti-social behaviour, is not acomplaint. These will be dealt with by the relevant teams. If we then fail to deal with your request,this would be something you could ask to be dealt with through the formal complaints procedure.Complaints procedureStage zeroIf you make an informal complaint, we will aim to resolve your problem within 2 working days. If youare not satisfield then you can request that it goes through the formal complaints procedure.What can you expect when you make a formal complaint?Once you have made a formal complaint, Havebury will follow the process outlined below:Stage OneWe will confirm that we have received your complaint within 2 working days along with the name ofthe person dealing with it. We aim to investigate your complaint and reply to you within 10 workingdays.If you are not satisfied with the response at stage one you can ask for it to be looked at by a Head ofService within 28 days of our reply.Stage TwoWe will acknowledge your request to go to stage 2 within 2 working days and let you know the nameof the appropriate Head of Service. Again we aim to investigate your complaint and reply to youwithin 10 working days.If you remain dissatisfied with the response from the Head of Service you can ask for it to be taken toan appeal panel hearing within 28 days of our reply.39

Stage ThreeWe will acknowledge your request within 2 working days and aim to arrange the appeal panel hearingas soon as possible.At the panel hearing your complaint will be heard by the Director of Operations and 2 BoardDirectors.If you are not satisfied with the decision made at the panel hearing then you can take your complaintto the Housing Ombudsman Service. The Housing Ombudsman Service is set up by law to look atcomplaints about registered housing providers, including housing associations and other landlords,managers, and agents. Their service is free, independent and impartial.Stage FourWe will assist the Housing Ombudsman Service with their enquiries and follow any recommendationsthey may make.You can contact the Housing Ombudsman on:Housing Ombudsman Service Tel: 020 7241 380081 Aldwych, London WC2B 4HN Fax: 020 7831 1942Email: info@housing-ombudsman.org.uk Lo-Call: 0845 7125 973For Info: www.housing-ombudsman.org.uk Minicom: 020 7404 7092A good service?Havebury is working hard to get things right first time for all our customers. If you feel we haveprovided you with a good service, then please tell us – that way we will know we are on the righttrack.Just give us some brief details about the service you received, why you think it worked well and whatyou particularly liked.This could be, for example:the way we managed a request for a repair to your homehow we handled any improvements you have had done (e.g. new windows or canopies)how one of our contractors has performed40

Do you have a suggestion or an idea about how we can do things better?Havebury is committed to delivering excellent services and to increasing the range of services weprovide.Feedback is essential to helping us achieve these aims and we welcome your suggestions and ideas.So please use this form to tell us about how we can do things better, or give us your ideas for a newservice which would be of benefit to you.This could be, for example:an idea to improve one of our services e.g. repairs or grounds maintenanceinformation you would like to receive that would be helpfulan issue that you would like Havebury to help you addressYou can let us know your compliment or suggestion at www.havebury.comYou can put your compliment or suggestion in writing to: Performance Team, The Havebury HousingPartnership, FREEPOST ANG 20802, Bury St Edmunds Suffolk IP33 3ZP or emailoffice@havebury.com41

Health and SafetyAccess to your homeSometimes we may have to gain access to your home. We will let you know in advance, for example,when carrying out roof repairs to an adjacent property. However, in emergencies we may have toforce entry without advance warning, for example to repair a burst pipe in an upstairs flat or todeal with a fire or gas leak. If this happens, we will arrange for your home to be made secure. If thelocks have to be changed, we will leave a note saying where the new keys will be held. For securityreasons, you may have to prove you are the tenant before we release the keys. Please note we havea legal duty to protect all our tenants.Gas ServiceWe have a legal responsibility to service and inspect all Havebury owned gas appliances once a year.We will write to tell you when the service will be done. If the appointment is inconvenient, pleasetell us and we will rearrange it. We will also visit even if you have your own gas heating appliances.This work is vital to your safety.In extreme cases, if we cannot gain access after reasonable attempts, we may take legal actionagainst you and we will not be responsible for any damage that occurs as a result of your failure togrant access. We will ask the court to order that any costs be paid by you.Your Gas AppliancesIf it comes to our attention that your own gas appliance is unsafe, it is our practiceto condemn the appliance. This means it cannot be used until it is repaired orreplaced and any repair should be completed by a Gas Safe Registered engineerand would be at your expense. If the National Grid tells you there is a problemwith a Havebury appliance or supply – contact us immediately to arrange a repair,not your gas supplier or you may incur a charge.If you experience the following symptoms when using a gas appliance:DrowsinessHeadachesNauseaPains in the chestWe would advise you to:Turn off and make safe the appliance causing the problem, as well as any others that may startto produce carbon monoxide as your air supply becomes contaminated (the simplest way is at theemergency control valve)Ventilate the property to disperse the carbon monoxideEvacuate the property immediatelyContact a doctor and mention the possibility of carbon monoxide poisoningContact the National Grid on 0800 111999If it is a Havebury appliance, please contact our Repairs Service immediatelyImportant – if you smell gas:Turn off the meterOpen doors and windows and leave the propertyCall National Grid FREEPHONE 0800 111999Do not turn lights or electric switches on or offDo not light matches or cigarettesDo not attempt to remedy the problem42

Gas SafetyAs your Landlord, we are bound by law to carry out an annual safety check on your gas appliancesand as a tenant, you have responsibilities too.Our duty as your LandlordWe will ensure that:Gas fittings, appliances, pipe work and flues installed by Havebury are maintained in a safeconditionAll installations, maintenance safety checks and annual gas servicing is carried out by a Gas SafetyRegistered gas installerA gas service is carried out on each appliance/flue that is owned by Havebury in your home everyyear. When you move in all gas appliances/flues will be checked or when a gas supply is availableafter you move inWe keep a record of each annual gas service and we will send you a copy of the current gas safetycertificateA visual inspection is completed on your own appliances eg, cookers and gas firesYour duty as a tenant of HaveburyYou will ensure that:You allow us access to your home to carry out maintenance or safety checks on our gas appliancesIf you want to replace a gas appliance (owned by you) always seek permission first from theProperty Team. You should always use a Gas Safe Registered, gas engineer to carry out any work toa gas installation in your homeIf you have any doubt about the safety of gas equipment, it should be turned off and you shouldcontact us immediatelyFailure to give us reasonable access is dangerous for you, your family and neighbours. It is also abreach of your tenancy conditions, which could result in us taking legal actionIf for any reason you are using a room with a gas appliance in, such as a bedroom please contactus for further safety adviceIf you think you can small gas or fumes, turn off the gas at the meter, open windows, put outnaked flames, don’t use electrical switches and call Havebury on 0300 3300 900. Alternatively,contact the National Grid on 0800 111 999.Gas safety tips:Never try DIY with gas appliancesMake sure your gas meter is clear of obstructionsDon’t block up ventilation outlets and ensure that flue terminals are kept clear at all timesNever use a gas appliance if you think it’s not working properly and never cover appliancesWhenever draught exclusion, double glazing or a conservatory extension is fitted to a roomcontaining a gas appliance, the appliance should subsequently be checked for safetyBe cautious if buying second hand gas appliances - don’t scrimp on safetyAlways follow user instructions43

Havebury Gas Servicing Procedure:The Contractor sends you a letter, 10 working days before the Contractor is due to visit. Theservice visit will be 2 months from the anniversary of the last service dateIf the date is not suitable, an alternative date can be arrangedThe gas engineer attends on the agreed date and providing that access is granted, the annualservice is completedIf access is not granted, the engineer will leave a card asking the tenant within 5 workingdays to contact the Contractor to arrange an alternative date. If no contact is made a secondappointment letter is sent outOn the second visit, if no access is gained, the Contractor will leave a second card and fit a gaswarning sticker over the door lock. The address is then referred back to Havebury for follow upaction to commenceHavebury will write to you, phone on 2 occasions and attempt a personal visit if there is nocontact from you. Havebury will pass the details to our legal team to start court proceedings toallow accessIf no access is allowed the case will go to court for an injunction to allow access, resulting in allcosts being awarded against the tenant (as much as £500)Ultimately if no access is gained by Havebury, we can take possession or force access to yourhomeCarbon Monoxide poisoning – the factsCarbon monoxide is a poisonous, deadly gas which has no colour, taste or smell. In the UK, around 50people die each year in their homes from accidental carbon monoxide poisoningInhaling carbon monoxide reduces the blood’s ability to carry oxygen, leaving the body’s organs andcells starved of oxygen. In extreme cases this can result in deathCarbon monoxide can be given off by fault appliances burning gas, oil, coal or wood, or whetherthere is inadequate ventilation such as a block chimney, flue or ventsSymptomsThe symptoms of mild carbon monoxide poisoning are:DrowsinessHeadachesChest painsDizzinessSicknessDiarrhoea and stomach painsMore severe poisoning can result in a fast and irregular heart rate, over-breathing (hyperventilation),confusion, difficulty breathing, seizures and loss of consciousness.If you, or someone you know with a gas appliance, experience any of the above symptoms, seekmedical attention immediately.Warning signsYou can tell if your gas appliance is working correctly by observing the flame. A healthy flame shouldbe crisp, vibrant and blue. A yellow/orange flame is evidence of possible carbon monoxide.44

Other danger signs to watch out for are:Sooty stains on or just above appliancesCoal or wood fires that burn slowly or go outHeavy condensation in the room where the appliance is installedYou are at risk of carbon monoxide poisoning if:Your appliance is not working properlyA safety check or annual service has not been carried out on your applianceThere is not enough fresh air in the roomYour chimney or flue is blockedIt is dangerous to block a gas appliance’s air vents. Blocking ventilation or misusing your appliance(ie, using a cooker as a heating appliance) can lead to carbon monoxide poisoning.If you suspect carbon monoxideTurn off and make safe the appliance you suspect is giving our carbon monoxide, as well as anyothers in your home. The simplest way of doing this is at the emergency control valveVentilate the property by opening all doors and windows and leave the propertyReport the problem to Havebury by calling 0300 3300 900If you or anyone else experiences symptoms which could be caused by carbon monoxide poisoning,contact a doctor immediatelyElectricityElectricity can be dangerous. Please do not remove, install or repair any electrical fixtures andfittings unless you are using a qualified electrician. You must also seek our written permission first.Any work carried out to electrics will require a relevant certificate which must be provided by you.Smoke AlarmsIf we rewire your home, we will install amains operated alarm. In other cases thealarm will be battery operated. All mainsoperated smoke alarms will be servicedannually and access will be required by ourcontractors.Please remember that a smoke alarm mayhelp to save your family’s life. Make surethey work at all times yourself.45

Fire SafetyDid you know…?You’re twice as likely to die in a fire if you don’t have a smoke alarm that works90 people die each year because the battery in their smoke alarm was flat or missingOver half of home fires are caused by cooking accidentsMore than five fires a day are started by candlesEvery three days someone dies from a fire caused by a cigaretteFaulty electrics (appliances, wiring and overloaded sockets) cause around 7,000 house fires acrossthe country every yearProtect Your Home with Smoke AlarmsThe easiest way to protect your home and family from fire is with a smoke alarm. Get it. Install it.Check it. It could save your life.Fit smoke alarms on every level of your homeSmoke alarms are cheap and easy to installThey are available from DIY stores, electrical shops and most high street supermarketsThere are a variety of different models to choose fromYour local Fire and Rescue Service will be happy to give you advice on which one is best suited foryouLook out for one of these symbols, which show the alarm is approved and safeChoosing your smoke alarmHow to make sure your smoke alarm works test the batteries in your smoke alarm every week.Change them every year. Never remove them.Never disconnect or take the batteries out of your alarm if it goes off by mistakeStandard battery operated alarms are the cheapest option, but the batteries need to be replacedevery yearA lot of people forget to check the batteries, so longer life batteries are betterAn alarm with ten-year batteries is the best optionMains-powered alarms are powered by your home power supply. Generally they don’t needreplaceable batteries, but need to be installed by a qualified electricianAlarms that plug into a light socket use a rechargeable battery, which is charged when the light isonYou can even have linked alarms installed, so that when one alarm detects a fire they all go offtogether. This is useful if you live in a large house or over several levelsStrobe light and vibrating pad alarms are available for those who are deaf or hard of hearing. Contactthe Royal Institute for Deaf People.46

Fitting your smoke alarmDon’t put alarms in or near kitchens or bathrooms where smoke or steam can set them off byaccidentThe ideal position is on the ceiling, in the middle of a room, or on the hallway and landing, so youcan hear the alarm throughout your homeIf it is difficult for you to fit your alarm yourself contact your local Fire and Rescue Service forhelp. They’ll be happy to install it for youLooking after your smoke alarmMake checking your smoke alarm part of your regular household routineTest it by pressing the button until the alarm sounds. If it doesn’t sound, you need to replace thebatteryIf your smoke alarm starts to beep on a regular basis, you need to replace the batteryimmediatelyIf it is a ten year alarm, you will need to replace the whole alarm every ten yearsOther equipment you could considerFire blankets are used to put out a fire or wrap a person whose clothes are on fire. They are bestkept in the kitchenFire extinguishers shoot out a jet to help control a fire. They are quick and simple to use, butalways read the instructions firstHow to prevent common fires; electrics, cigarettes, candles and in the kitchen.This section will tell you how you can avoid fires in your home, including how to cook safely and takecare with electrics, candles and cigarettes.Spark devices are safer than matches or lighters to light gas cookers, because they don’t have anaked flameDouble check the cooker is off when you’ve finished cookingTake care with electricsKeep electrics (leads and appliances) away from waterCheck toasters are clean and placed away from curtains and kitchen rollsKeep the oven, hob and grill clean and in good working order. A build up of fat and grease canignite a fire47

In the kitchenAvoid leaving children in the kitchen alone when cooking on the hob. Keep matches and saucepan handles out of their reach to keep them safe.Take extra care if you need to leave the kitchen whilst cooking, take pans off the heat or turnthem down to avoid riskMake sure saucepan handles don’t stick out – so they don’t get knocked off the stoveTake care if you’re wearing loose clothing – they can easily catch fireKeep tea towels and cloths away from the cooker and hobWhat to do if a pan catches fireDon’t take any risksTurn off the heat if it’s safe to do soNever throw water over itDon’t tackle the fire yourselfDeep fat fryingTake care when cooking with hot oil – it sets alight easilyMake sure food is dry before putting it in hot oil so it doesn’t splashIf the oil starts to smoke – it’s too hot Turn off the heat and leave it to coolUse a thermostat controlled electric deep fat fryerElectricsHow to avoid electrical firesAlways check that you use the right fuse to prevent overheatingMake sure an electrical appliance has a British or European safety mark when you buy itCertain appliances, such as washing machines, should have a single plug to themselves, as theyare high poweredTry and keep to one plug per socketAn extension lead or adaptor will have a limit to how many amps it can take, so be careful not tooverload them to reduce the risk of a fire. Appliances use different amounts of power – a televisionmay use a 3amp plug and a vacuum cleaner a 5amp plug for example.FurnitureAlways ensure that your furniture has the fire-resistant permanent label48

Using an electric blanketDon’t leave electric blankets folded as this damages the internal wiring. Store them flat or rolledup insteadUnplug blankets before you get into bed, unless it has a thermostat control for safe all-night useTry not to buy second hand blankets and check regularly for wear and tearPortable heatersTry to secure heaters up against a wall to stop them falling overKeep them clear from curtains and furniture and never use them for drying clothesKeep electrical appliances clean and in good working order to prevent themtriggering a fire.Keep your eyes peeled for signs of dangerous or loose wiring such as scorch marks, hot plugs andsockets, fuses that blow or circuit-breakers that trip for no obvious reasons, or flickering lightsCheck and replace any old cables and leads, especially if they are hidden from view behindfurniture or under carpets and matsUnplugging appliances helps reduce the risk of fireUnplug appliances when you’re not using them or when you go to bedTake extra care if you smoke when you’re tired, taking prescription drugs, or if you’ve beendrinking. You might fall asleep and set your bed or sofa on fireKeep matches and lighters out of children’s reachConsider buying child resistant lighters and match boxesCigarettesStub cigarettes out properly and dispose of them carefully. Put them out. Right out!Never smoke in bedUse a proper ashtray – never a wastepaper basketMake sure your ashtray can’t tip over and is made of a material that won’t burnDon’t leave a lit cigarette, cigar or pipe lying around. They can easily fall over and start a fireCandlesMake sure candles are secured in a proper holder and away from materials that may catch fire– like curtains.Put candles out when you leave the room, and make sure they’re put out completely at nightUse a snuffer or a spoon to put out candles. It’s safer than blowing them out when sparks can flyChildren shouldn’t be left alone with lit candles49

Plan a Safe EscapeFitting a smoke alarm is the first crucial step to protecting yourself from fire. But what would youdo if it went off during the night? This section will help you make a plan ready for an emergency.Plan an escape route and make sure everyone knows how to escapeMake sure exits are kept clearThe best route is the normal way in and out of your homeThink of a second route in case the first one is blockedTake a few minutes to practice your escape planReview your plan if the layout of your home changesBe prepared by making a plan of escapeKeep door and window keys where everyone can find them.What to do if there is a fire. Don’t tackle fires yourself. Leave it to the professionals.Keep calm and act quickly, get everyone out as soon as possibleDon’t waste time investigating what’s happened or rescuing valuablesIf there’s smoke, keep low where the air is clearerBefore you open a door check if it’s warm. If it is, don’t open it – fire is on the other sideCall 999 as soon as you’re clear of the building.999 calls are freeWhat to do if your clothes catch fireDon’t run around, you’ll make the flames worseLie down and roll around. It makes it harder for the fire to spreadSmother the flames with a heavy material, like a coat or blanketRemember, Stop, Drop and Roll!What to do if your escape is blockedIf you can’t get out, get everyone into one room, ideally with a window and a phonePut bedding around the bottom of the door to block out the smoke, then open the window andcall “HELP FIRE”If you’re on the ground or first floor, you may be able to escape through a windowUse bedding to cushion your fall and lower yourself down carefully. Don’t jumpIf you can’t open the window break the glass in the bottom corner. Make jagged edges safe with atowel or blanket50

How to escape from a high level buildingAvoid using lifts and balconies if there is a fireIt is easy to get confused in smoke, so count how many doors you need to go through to reach thestairsCheck there is nothing in the corridors or stairways that could catch fire – like boxes or rubbishMake sure doors to stairways are not lockedMake sure everyone in the building knows where the fire alarms areYou should still get a smoke alarm for your own home, even if there is a warning system in theblockMake a Bedtime CheckYou are more at risk from a fire when asleep. So it’s a good idea to check your home before yougo to bed.Close inside doors at night to stop a fire from spreadingTurn off and unplug electrical appliances unless they are designed to be left on – like your freezerCheck your cooker is turned offDon’t leave the washing machine onTurn heaters off and put up fireguardsPut candles and cigarettes out properlyMake sure exits are kept clearKeep door and window keys where everyone can find themFor a free home fire risk check contact your local fire and rescue service. The phone number is alsoin the telephone book (not 999) or visit www.direct.gov.uk/firekillsFS069 ©Crown Copyright 2007. Published by Communities and Local.51

Reducing the Risk of Legionellosis (Legionnaires’ disease)We are committed to reducing the risk of Legionellosis (Legionnaires’ disease), and raise theawareness of areas of potential risk and also to highlight Havebury’s risk management programme.Havebury is committed to protecting the health, safety and welfare of its customers and employeesand recognises that risks from Legionella bacteria may arise within tenants’ accommodation.What is Legionella?Legionnaires‘disease is a form of pneumonia caused by theLegionella bacteria. It can kill. Legionella are bacteria commonin natural rivers and lakes, and artificial water systems (such ashot and cold water systems, storage tanks, pipe work, taps andshowers).Other potential sources of Legionella include spa and whirlpoolbaths, humidifiers, drinking water systems, water features, gardenhoses and sprinklers and fire-fighting systems (sprinklers and hosereels).Legionella bacteria can survive in low temperatures, but thrive attemperatures between 20°C and 45°C. Temperatures above 50°Cwill kill the bacteria.How can legionnaires’ disease and legionellosis be contracted?The infection is caused by the inhalation of water droplets or spray-mists, which have beencontaminated by the bacteria. Those most at risk include elderly people, smokers and thosesuffering from long-term illnessIt is not contracted through drinking contaminated water and cannot be passed from person topersonWhat you can do to reduce the Legionella risk in your accommodation:The risk of Legionella is very small. However when you first move in to your accommodation or whereit is left unoccupied for 1 week, be sure to:Run all showers, baths, wash basin or sinks continuously for a period of 5 minutes to flush throughany form of bacteriaSwitch your water heater ‘on’ [if possible] and leave for a period of 1 hour prior to useAdditionally, be sure to; clean and maintain all taps and shower heads regularlyIMPORTANT NOTICE:Raising the temperature of the warm water is one way to control Legionella growth, but could alsoincrease the risk of burns and scalding. Please take care of the risk of scalding and burns, especiallyif you have children. If you would like further information please do not hesitate to contact us on0300 3300 900.52

Useful NumbersSt Edmundsbury Borough Council ....................01284 763233Home-Link ...............................................01284 757178Homelessness ...........................................01284 757605Housing Benefit (Bury) .................................01284 757662Housing Benefit (Haverhill)............................01440 765106/8Breckland District Council .............................01362 656870Forest Heath District Council .........................01638 719000East Cambridgeshire District Council ................01353 665555Mid Suffolk District Council ...........................0845 606 6067Suffolk County Council .................................0845 606 6067Street Lighting (Please quote unique Reference number found on all lamp posts).............................................................0800 591055Advice:Citizens Advice Bureau Bury St Edmunds ............01284 753675Citizens Advice Bureau Haverhill ....................01440 704012Volunteer Centre (Bury) ...............................01284 766126Volunteer Centre (Haverhill) .........................01440 708444Social Services (Bury) ..................................01284 352000Social Services (Haverhill) ............................01440 762051Non-emergency Police number ......................101Utilities:Anglian Water ...........................................0845 7145145Electricity (Emergencies) .............................0800 7838 838Gas (Emergencies) .....................................0800 111 99953

Other useful information when you are movingGasContact your existing and/or new gas companies. Give at least 48 hours notice. To find out whosupplies the gas to your new home call the Transco Meter Helpline 0870 608 1524. They will tell youthe supplier and your MPRN number. For further help try: British Gas New Home Advice Line on 0800048 0202.ElectricityContact your existing and/or new electricity companies or EDF Energy Network Meter Point AdvisoryService on ...............................................0845 601 5467WaterContact Anglia Water ..................................08457 145 145Council TaxInform your local Borough Council Tax Department of your new address and moving date.TelephoneRemember to contact your telephone company and arrange disconnection and reconnection.MailYou can arrange for your Mail to be re-directed by the Post Office. There is a charge for this and theywill require at least 7 days notice.BanksNotify your Bank of your new address.Housing Benefits DepartmentCollect a form from Housing Benefit Department, complete and return it to them within the firstweek of tenancy to claim Housing Benefit.Department of Work and PensionsNeed to be informed if you claim other benefits of any type.LandlordNotify your existing landlord. They will normally require at least one month’s notice.InsuranceNotify insurance companies of the change of address.CarRegistration:Driving Licence:Vehicle Licensing CentreDVLASwanseaSwanseaSA99 1ARSA99 1BNTelephone: 0870 2400010 Telephone: 0870 240000954

Contact details:The Havebury Housing PartnershipTelephone 0300 3300 900Email office@havebury.comWebsite www.havebury.comSMS Text line 07781 482888Havebury HouseHavebury HouseWestern WayManor RoadBury St EdmundsHaverhillSuffolk IP33 3SPSuffolk CB9 0EPFax 01284 722156 Fax 01440 718499Tenant Handbook. Do you need a copy in large print, onaudio or a translation? To receive this information in largeprint, on audio or a translation, please call: 0300 3300 900Podręcznik najemców. Czy potrzebujesz egzemplarza o wiekszym rozmiarze, na nosnikuaudio lub tłumaczenia? Aby otrzymac te informacje na egzemplarzu o wiekszymrozmiarze, na nosniku audio lub tłumaczenia, zadzwon: 0300 3300 900Арендаторов руководство. препятствовать стандарту. Вам нужна копия большого формата,на аудионосителе или перевод? Чтобы получить эту информацию, распечатанную в большомформате, на аудионосителе или ее перевод, звоните: 0300 3300 900Manual dos inquilinos. Precisa deste documento num formato de impressão maior, em áudioour traduzido? Ligue para o 0300 3300 900 se quiser receber esta informação num formato deimpressão maior, em áudio ou traduzido.Havebury respecting diversity and difference55Printed on 75% Recycled PaperHAVE10 TH 02/12