Residents' handbook - Moat

Welcome to MoatThis handbook provides information that will help you enjoy living in yourhome and neighbourhood. It outlines Moat's services, your rights andresponsibilities under your tenancy and some useful hints and tips.Thehandbook is a reference book you can turn to when you need information.It is a guide only and is not legally binding. If you require additional advice orinformation, please contact our customer service centre.Telephone numbersand email details are included in section one.If you have difficulty understanding any information in this handbook pleaseask for help. We will arrange for an interpreter to be made available or forinformation to be translated where needed.The handbook can also beprovided in large print, audio cassette, Braille or in electronic format (pdf) onrequest.Moat is a member of Language Line.This is a 24 hour telephone interpretingservice. If English is not your first language and you would like to speak to usin another language, contact us on 0845 600 1006 and we will get aninterpreter on line within minutes to help respond to your query.We would like to thank the residents who helped in the production of thishandbook. If you would like to contribute to the next edition, please contactus and we will note your interest.

The lettable homestandard - informationfor new residents 3-32Rechargeable repairs forempty properties -information for residentsmoving out 3-36SECTION 4Money mattersPaying rent 4-1How rents and servicecharges are set 4-1Payment methods 4-2What will happen if I can'tpay my rent? 4-4Help with welfare benefits 4-5Energy saving tips 4-6SECTION 5Living in your homeGas and electricity 5-1Water 5-1Council tax 5-1Heating and hot water 5-1Insurance 5-2Keys 5-2Household refuse 5-2Gardens 5-3Parking 5-3Abandoned vehicles 5-4Pets 5-4Rats, mice and other pests 5-4Aerials and satellite dishes 5-5Anti-social behaviour 5-5Moving home 5-6SECTION 6Getting involvedGetting involved -an invitation to residents 6-1Keeping you informed 6-1Asking for your views 6-2Board membership 6-2Getting involved together 6-3Your neighbourhood 6-5SECTION 7Further informationKeeping informationabout you - confidentiality 7-1Our complaints policy 7-2Anti-social behaviour andnuisance complaints 7-5Useful contacts 7-8

Introductionto MoatSECTION 1

INTRODUCTION TO MOAT SECTION 1Introduction to MoatHow to contact usOur customer service centre provides a telephone and email responseservice to all Moat residents.We aim to respond to your enquiries efficiently, with a service that iseasy and quick for you to use.We are available between 9am and 5pmMonday to Friday.Our customer service centre works closely with your neighbourhoodofficers and can deal with many of your queries on their behalf.INTRODUCTION TO MOATCustomer service centre: 0845 600 1006(Calls charged at up to 4p per minutefrom a standard BT landline.Mobile and other network costsmay vary).By post:Web:Email:FREEPOSTRRCB-HHJS-LXXRMoatDartfordDA2 6QEwww.moat.co.ukcustomer@moat.co.ukEmergency repairsOutside the hours of 9am to 5pm please telephone our customerservice centre and wait to be redirected to our out of hours service.Non-emergencies should be notified to us during office hours.1-1

SECTION 1INTRODUCTION TO MOATINTRODUCTION TO MOATHousing support servicesFor all enquiries relating to our housing support services, please callour customer service centre on 0845 600 1006.Low cost home ownership/HomeBuyHomeBuy is a government-led scheme which enables people topurchase or rent their own home on an affordable basis. Details ofoptions available through this programme are on our web site:www.moat.co.uk and within this handbook (on page number 2-8).Alternatively, for new enquiries, call our HomeBuy services teamon 0845 359 6161.Home ownership services for existing shared ownership residentsIf you are an existing shared ownership resident, or a resident wishingto enquire about Right to Buy or Right to Acquire, please call ourHomeBuy services team on 0845 359 6161.InternetWe offer a range of online services available to you 24 hours a day,seven days a week at www.moat.co.uk. Options include a facility to payyour rent online or to report a repair. We are expanding our onlineservices and are always pleased to receive feedback from residents.Please use the 'contact us' feature at www.moat.co.uk to share yourviews with us.About MoatMoat is a leading housing association operating in the south east,providing high quality, affordable homes and services, including supportservices to people who need assistance to live independently.• We involve our residents and provide high standards of service• We strive to make a positive difference to the neighbourhoodswhere we operate• We own and manage over 20,000 homes, including 1,400 shelteredhomes for older people and 400 supported housing schemes• We develop around 600 new homes a year1-2

INTRODUCTION TO MOAT SECTION 1• Moat is the government's appointed agent for HomeBuy in Essex,Kent and Sussex• We are the leading providers of housing solutions for key workersin the south east of England• Housing associations like Moat provide affordable housing andservices to meet local needs.There are over 1,500 associations inEngland, owning more than two million homes. We work inpartnership with local authorities and others to house people inneed and build new homes for rent and shared ownership. Wecontribute to community regeneration, as well as providing a rangeof other services• All registered housing associations, including Moat, are regulated bya government agency, the Tenant Services AuthorityINTRODUCTION TO MOAT• We are governed by a Board of Management, which includesresidents.The members have a wide range of professional skills andlocal knowledge• Moat Homes Limited is a charitable organisation. Our financialsurpluses are re-invested to provide additional affordable homesand services for people in need.Our customer service visionWe want to be a leading housing association, providing high qualityhomes and services, including support services to people who needassistance to live independently. We want to:• involve our residents and provide them with the highest standardof service• lead the sector in delivering housing solutions for key workers andmake a positive difference to the communities where we work.To deliver the vision we will:• Achieve an ongoing and positive partnership with our residents• Communicate clearly and transparently our ability to meet residentexpectation and always strive to do better1-3

SECTION 1INTRODUCTION TO MOATINTRODUCTION TO MOAT• Put our residents' needs at the very heart of our service deliverystructures• Be committed to finding solutions to address our residents' needs• Create an environment where both staff and residents feel positiveabout being part of Moat.Implementing the vision - an agenda for changeWe are committed to involving residents and staff in all aspects ofpolicy and service development and will seek to enable this to happenacross all activities.Our approach to equality and diversity• We will make sure our services, facilities and resources areavailable and useful to all individuals and neighbourhoods• We will do all we can to make sure we remove all forms of unfairand unjustifiable treatment• We will not unfairly discriminate, or treat any individual lessfavourably than others are, or would be, treated on the grounds ofrace, gender, disability, religion, marital status, nationality, ethnicorigin, age, or sexual orientation.Providing services• We will provide all of our services sensitively and aim to meet theneeds of everyone we deal with• We will take action to get rid of harassment and anti-socialbehaviour and will provide support to the victims• We will make sure all residents have a say in how we design ourservices• We will provide homes which reflect the needs of the localneighbourhood and will pay particular attention to where we buildnew homes and to their design and size.1-4

INTRODUCTION TO MOAT SECTION 1Contractors, consultants and suppliersWe will promote equal opportunities by only employing and supportingcontractors, consultants, suppliers and partners who:• Mirror our commitment to equal opportunities• Value the different and diverse make up of our neighbourhoods.How we are governedWe will encourage people of different backgrounds to becomemembers of boards, committees, residents' associations and workinggroups and try to make sure these groups reflect the neighbourhoodsthey serve.INTRODUCTION TO MOATCommunicationWe will provide accessible information for everyone, in ways thatreflect the needs of local neighbourhoods.We will provide translated,Braille and large print versions of printed leaflets or interpreterservices to help residents gain information about our services in a formwhich suits their needs.Housing support servicesOur housing support services team offers a range of high quality homesand support to help more vulnerable people reach their full potential.We have over 15 years experience and expertise in providing homesand support for people with diverse housing needs. Our servicesinclude:• Housing support for people with learning disabilities, physicaldisabilities and mental health problems• Extra care housing for older people with additional support needs• Tenancy support to help people maintain their tenancies• Short-term accommodation and specialist support for singlehomeless people.1-5

SECTION 1INTRODUCTION TO MOATINTRODUCTION TO MOATOur housing support services team provides a professional service,often working closely with specialist agencies to improve the quality ofsupport available to residents in their homes. We aim to involveresidents in decisions affecting how their homes and support packagesare developed and managed and we use a variety of methods toachieve this, including a residents' involvement group.Our sheltered and support schemes and services cover a largegeographical area, from Essex to London, East and West Sussex andKent. We provide these services from our offices in Medway,Sevenoaks, Greenwich and Maldon.Tenancy support servicesWho we helpWe help people who need additional support to maintain theirtenancies.This includes single people and families, people with seriousand longer term needs and those who simply need a little extra help.The main groups we support are:• People with learning disabilities• People with mental health problems• Physically disabled people• Homeless people• People with drug and alcohol abuse problems• Young people leaving care• Ex-offenders.How we workOur tenancy support services are provided free to people who needthem.They are not means-tested. We receive government fundingthrough local Supporting People administering authorities (countycouncils and local authorities) to provide these valuable services. Ourservices include:1-6

INTRODUCTION TO MOAT SECTION 1• Help moving into a new home• Help with maintaining your home and tenancy• Help with money advice• Help with life skills.Help with other mattersDepending on the needs of the individual, we offer access to a range ofadditional services through other agencies.These could include othercare and support services, counselling services, education, health,employment, social and leisure, or religious or cultural agencies.We can help with completing an application for housing, dealing withthe police and other agencies, and with most matters relating to thepracticalities of day to day living.INTRODUCTION TO MOATOur service does not include care services as these are normallyprovided by social services teams.What do I need to do to receive the service?You should contact the customer service centre on 0845 600 1006 inthe first instance.Continuous improvementWe are developing a culture of continuous improvement andundertaking comprehensive reviews of all our services to residents.We aim to:• Strengthen the influence of residents in the design and delivery ofthe services we provide for you• Make sure that the services we provide are cost effective and ofhigh quality• Continually review our services to reflect what you want.1-7

SECTION 1INTRODUCTION TO MOATINTRODUCTION TO MOATDuring each review, we examine our services using the following fourcriteria:• Challenge - asking fundamental questions about whether we arebest placed to be providing the service and whether it is providedin the most effective way.• Compare - comparing our level and type of service with otherhousing associations and private companies to seek out bestpractice.• Consult - asking you to be involved effectively to influence the waythe reviews are conducted.• Compete - considering whether to tender each servicecompetitively or whether we deliver it ourselves.Residents' panels have been set up, including residents representing allbackgrounds.These groups help to:• Plan and monitor each service review• Review recommendations for change• Make recommendations to our boards on new service standardsand the planning and reporting of our performance• Review performance plans and performance reports.Service standardsWe are committed to providing a quality service to all our residents ina friendly and efficient way. We treat anyone who contacts us fairly.We involve our residents and other agencies in decisions that affectthem.To help achieve this, we have developed a set of comprehensiveservice standards for all our residents and specific service standards forresidents in sheltered housing and for those using our welfare benefitsservice.To receive a copy of our service standards leaflets, please call ourcustomer service centre on 0845 600 1006 or visit our website:www.moat.co.uk1-8

YourtenancySECTION 2

YOUR TENANCY SECTION 2Your tenancyWhen you became a resident you signed a written tenancy agreementand a copy of the agreement was given to you for your records.Thissets out the tenancy rights and responsibilities for you and Moat.Your tenancy agreement is a legal document and you should keep it in asafe place to make sure it is available when needed.YOUR TENANCYTypes of tenancyThere are different types of tenancy, each with different rights:• If your tenancy started before 15 January 1989, it is likely to be asecure tenancy• If your tenancy started after 15 January 1989, it is likely to be anassured tenancy• If your tenancy is for a short or fixed period of time, it is likely tobe an assured shorthold tenancy.Most new residents are given a starter tenancy.This usually becomes anassured tenancy on completion of one year's occupation without anytenancy breaches (eg rent arrears or anti-social behaviour).To confirm which tenancy you hold either check your copy of thetenancy agreement or contact us.Tenancies in more than one nameIf you have a joint tenancy, you are both responsible for all theobligations of the tenancy.This includes paying the rent. If one personmoves out, tell us without delay. If both joint tenants agree, you may beable to revert to a sole tenancy in this situation.2-1

SECTION 2YOUR TENANCYYOUR TENANCYBuying your homeThere are various ways for Moat residents to buy the home they livein.Right to Buy and Right to AcquireTo qualify for 'Right to Buy' you must:• Have held a tenancy with Maldon District Council, but transferredto Moat in 1995 or• Have held a tenancy with Merton Borough Council, but transferredto Moat in 1998 or• Have held a tenancy with Moat or a subsidiary prior to 15 January1989.You will only be able to purchase under the scheme if your house orflat is your only home.You may have the 'Right to Acquire' if you were a social housing tenantfor two years prior to 18 January 2005, or after five years if yourtenancy began after that date. However, you can only purchase yourhome if it was built or purchased by us after 1 April 1997 and fundedby social housing grant.In certain circumstances, you may not be able to buy your home.Youcannot buy your home if a court makes a suspended or full possessionorder which says you must leave your home, if you are an undischargedbankrupt, have a bankruptcy petition pending against you, or have madea formal arrangement with creditors (people you owe money to) underthe Insolvency Acts and you still owe them money.You may be able to exercise the Right to Buy or Right to Acquirejointly with members of your family who have lived with you for thepast 12 months, or with someone who is a joint tenant with you.Any land let together with your home (for example, gardens andoccasionally garages) will usually be treated as part of your home.2-2

YOUR TENANCY SECTION 2Some properties are excluded - for example, homes adapted for peoplewith a physical disability, sheltered accommodation and some housing inrural areas.Housing association tenants are also given priority for Moat's HomeBuyprogramme of low cost home ownership. For more information pleaseread the HomeBuy section on page 2-8 of this handbook, visitwww.moat.co.uk (where you can apply for low cost home ownershiponline) or phone the HomeBuy services team on 0845 359 6161.YOUR TENANCYWhat happens when there is a death in the household?If a resident dies, the tenancy may pass to their partner if they are livingtogether at the time of death. If there is no partner, the tenancy maypass to an adult member of the family, provided the adult has lived withthe resident for the year immediately before death. Contact thecustomer service centre for assistance.Ending a tenancy when a resident diesIf you are handling the ending of a tenancy because of the death of arelative or friend, we appreciate it is a time of great sadness and thetenancy will not feel like your biggest concern. However, if you areresponsible for their final arrangements you will need to supply us withthe following details:• The resident's name• The address of their property• The date the resident died• A copy of the death certificate• Your name, address and telephone number.If you are the executor or personal representative of the resident youwill need to complete an end of tenancy notice and give four weeksnotice ending on a Sunday. We will consider shortening this notice ifnext of kin are able to return the property to us sooner. However, you2-3

YOUR TENANCY SECTION 2aim to optimise choice and create balanced communities. We work inpartnership with local authorities to ensure Moat residents are giventhe best possible opportunity for a move to another home that suitstheir needs.A few areas are not yet covered by CBL schemes. Where this is thecase a Moat application form will still need to be completed.Yourapplication will be assessed and points awarded according to need. Itwill be reviewed on a yearly basis.YOUR TENANCYBefore you can be considered for a move, you must comply with yourtenancy agreement. You will be required to:• Clear any rent arrears completely• Carry out any repairs which are your responsibility• Complete a minimum of 12 months satisfactory tenancy.False information - You will be asked to sign a statement declaringthat the information you give us is correct. If you give false informationyou risk losing your home.Mutual exchangeYou can apply to exchange your home by swapping tenancies withanother Moat resident, or another housing association or localauthority resident.Before you exchange you must first receive our written permission andcomplete some documentation. Permission to exchange may be refusedin certain circumstances, including rent arrears, overcrowding, underoccupationor any other breach of the tenancy agreement.Each resident signs an agreement saying they will put their existingproperty into good order and accept the new property on the 'takenas seen' principle, unless there is an item which needs to be attendedto for reasons of health and safety.These items should be identified at2-5

SECTION 2YOUR TENANCYYOUR TENANCYthe time of inspection, before the mutual exchange occurs. Only gasand electricity checks will generally be carried out.The new residentwill be informed of any 'gifted' items (eg conservatory, shed, shower,etc.) for which they will become responsible.In the case of sheltered residents wishing to mutually exchange, a needsassessment would need to be conducted between the two properties.Residents in supported housing cannot mutually exchange their homes.Swapping your home with HomeSwapperYou may be eligible for the HomeSwapper scheme.This enables you tomove to any other part of the country by swapping your home with aresident from the other area.If you would like further information on how this works, contact ourcustomer service centre or visit www.HomeSwapper.co.ukMoving outIf you decide to give up your tenancy, you must give us at least fourweeks notice of your intention to leave, expiring on a Sunday. You willneed to complete and return an end of tenancy notice and we ask thatyou give us your forwarding address.When you leave you must:• Clear your home including any loft spaces, sheds and garages• Remove and dispose of floor coverings, unless they are in goodcondition and we give you permission to leave them• Put right any damage, for example filling in holes in walls whereshelves have been• Safely remove any non-standard light fitments• Leave decorations, paint and wallpaper in good order• Clean all surfaces, including the bath, toilet, sinks and kitchen units.2-6

YOUR TENANCY SECTION 2We will inspect your home before you leave and point out what youneed to do. If you do not meet your responsibilities, we will put thingsright and charge you for the cost of the work, including any materialswe use.Other things you should do:• Read any gas, electric and water meters and send the readings toyour suppliers, so they can close their accounts with youYOUR TENANCY• Tell your local council to cancel or re-direct your council tax bill• Tell your telephone and television service providers• Tell the post office to re-direct your post• Make sure the property is secure - windows shut, doors locked, etc.• Make sure all taps are turned off and not dripping• Turn off the mains supplies. If you remove any gas appliances youown, you must ensure the pipe work is left in a safe condition andcapped off by a Gas Safe registered fitter.• Pay your rent up to the last day of your tenancy.Your tenancy will end on a Sunday. Please return all keys on or before12 noon the following working day. If you do not return your keys youwill be charged for the cost of changing the locks and the extra rentdue until the keys are returned.Tenancy conditionsYour tenancy conditions say that when you move out you must leavethe property and garden clean and tidy. You must remove yourbelongings unless we have given you written permission to leave any ofthem there. Otherwise, we will assume any belongings you left havebeen abandoned. We may dispose of them without contacting you.We will also charge you for doing this.We will charge you for removing anything from an empty property, aswell as for any repairs identified due to vandalism or misuse.2-7

SECTION 2YOUR TENANCYYOUR TENANCYEvictionYou must tell us immediately if you have difficulties maintaining yourresponsibilities as a tenant.Your tenancy agreement sets out yourobligations and if you do not keep to them, we will have to take action.We will visit you or write to you. We will try to help you, but this maynot always be possible, especially if you wait too long before alerting usto any difficulties.We only evict as a last resort, but it is imperative that you talk to us asearly as possible if you have any problems paying your rent, or with anyother aspect of your tenancy.If a resident in danger of eviction is potentially vulnerable, they will bereferred to agencies which can provide appropriate support. Peoplemay be considered vulnerable if they are older or frail, havecommunication difficulties, disabilities, learning difficulties or mentalhealth problems.HomeBuyHomeBuy is a government initiative to help people who would notnormally be able to afford to buy a property suitable for theirhousehold in the open market. HomeBuy also helps people who wishto rent a property but cannot afford market rents.Moat is the government-appointed HomeBuy Agent for Essex, Kent andSussex. Our agency does not include the London boroughs we work in.You will only need to complete one application form to access all ofthe HomeBuy properties available in your area, whichever housingassociation has the particular scheme or property you are interestedin. We carry out headline eligibility assessments, so you can apply toany housing association using just one Moat reference number.2-8

YOUR TENANCY SECTION 2Am I eligible?As a housing association resident, you have top priority for buying aproperty through HomeBuy.If your household income is less than £60,000 you are eligible to apply.Other criteria are applicable and vary by scheme. Please visit ourwebsite: www.homebuy.co.uk or call us on 0845 359 6161 to find outmore.YOUR TENANCYYour HomeBuy options…• New Build HomeBuy offers brand new homes for sale on a partbuy/part rent basis. Shares are available from as little as 25%.• Rent to HomeBuy offers new build homes to rent for an agreedperiod of time with the expectation that you will buy a share of theproperty at the end of the rental period.• New Build Discounted Rent offers new build homes to rent at80% (or less) of typical market rents.• HomeBuy Direct offers equity loans towards the purchase of anew build home on selected developments.• First Time Buyers' Initiative is offered by private developers onselected new homes.• Social HomeBuy offers some housing association or localauthority tenants the opportunity to buy a share in their existingrented home.• HOLD - home ownership for people with long-term disabilities - isa specially tailored option to assist people with long-term disabilitiesto purchase a share in a property.How to applyThe quickest way to apply is online. Please visit our website:www.homebuy.co.uk Alternatively, to request an application formplease call our HomeBuy services team on 0845 359 6161 Monday toFriday 9am to 5pm.2-9

Repairingyour homeSECTION 3

REPAIRING YOUR HOME SECTION 3Repairing your homeWe want to make it as easy as possible for you to use our repairsservice, so you can enjoy living in your home and we can keep homesin good condition for the future.This section explains our policy forsmall housing repairs in or around your home. We call these'responsive repairs' or 'day-to day' repairs. We have not includedinformation about larger repair schemes, such as new windows, whichare normally carried out as part of a major works programme.REPAIRING YOUR HOMEWe have to make sure that our budget for repairs is spent in the bestand fairest way for all residents.This section helps you to understandwhich repairs we do and which we don't do. It explains the differentpriorities we give to repairs, how quickly we will do them and the rulesabout paying for them.It also describes the minimum repair standard our empty homes willmeet before we rent them to new residents. We call this our 'lettablevoid standard'.Our policy is based on what the law and your tenancy agreement saywe, as a landlord, must do.This is set out in the Landlord and TenantAct 1985 and the Housing Act 1988. Moat's Board also agrees policiesto guide staff to deliver the repairs service.We will do our best to keep your home in good condition, but you arestrongly advised to take out an insurance policy.This will ensure thatyour furniture and belongings are protected and you are covered forany accidental damage to your home or those nearby.3-1

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEContacting our repairs serviceMoat's customer service centre is available for repair requests, help andadvice from Monday to Friday 9am to 5pm. Call 0845 600 1006, email:customer@moat.co.uk or go to our website: www.moat.co.ukFor emergencies outside office hours please telephone our customerservice centre and wait to be redirected to our out of hours service.If you prefer to talk to someone in person, you can visit your areahousing office or Moat's central office at Mariner House, GalleonBoulevard, Crossways, Dartford, Kent, DA2 6QE. It is advisable to makean appointment first.Remember that you have to pay for any damage caused to your homeby your negligence or through wilful damage by you or any visitors.You can purchase your own home contents insurance, which may coverbroken glass, accidental damage and sink blockages, etc, or you can takeout home contents insurance arranged by Moat. See the insurancesection on page 5-2 or contact us on 0845 600 1006 for furtherinformation.Nearly all repairs for sheltered or supported residents will be carriedout by Moat.Reporting repairsTo help us provide you with an efficient service, please have as muchinformation as possible ready before you phone.• We will ask you to describe the problem precisely. For example, ifthe toilet is leaking, please tell us if the leak is from the pipe at theback of the toilet or from the cistern• Please tell us when it will be convenient for the contractor to visitto inspect or carry out the repair, being as flexible as possible• Please tell us how we can contact you during the day.3-2

REPAIRING YOUR HOME SECTION 3We will tell you which contractor will carry out the work and whenthe repair is due to be completed.Sheltered or supported residents can report repairs directly to theirsupport or scheme co-ordinator.Moat's duties and repair responsibilitiesMoat has a responsibility to maintain and repair the outside of yourhome. We also have to maintain other services, including:REPAIRING YOUR HOMEHeating andhot waterGas supplyWe repair and maintain the appliances we installed toprovide heat and hot water. We do an annual safetyinspection of all gas heating and hot waterinstallations and appliances. Please note Moat is notresponsible for residents' own appliances.We are responsible for the gas supply from the gasmeter to the appliances it serves. We do not have toinstall a gas supply if there is a reasonable alternative,such as electricity. We are not responsible for:• Faults on cookers or cooker connections• The failure of gas companies to supply gas.ElectricitysupplyWe are responsible for the electricity supply betweenthe meter and the electrical sockets in your home.We are not responsible for:• Faults on cookers or cooker connections(excluding the control unit)• Faults on other domestic electrical appliances,such as kettles and fridges• The failure of electricity companies to supplyelectricity or maintain their equipment.3-3

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEWatersupplyBuildingstructureWe are responsible for the water supply from themeter, which is normally outside your home, toappliances and fittings that use water inside yourhome.We are responsible for maintaining the structure ofthe building.This includes:• Unblocking gutters and rainwater downpipes• Roof repairs• Repairing brickworkCommunalareasIn general• Damp-proof work.We are responsible for maintaining communalhallways and staircases in blocks and on estates.These include:• Estate roads and paths - Moat is only responsibleif the roads have been adopted• Estate lighting• Gullies and drains• Boundary walls and fences• Door entry systems• Lifts• Communal TV aerials.We are responsible for a repair if it is to a fitting orappliance that we installed, or if it is a repair to thestructure of the building. We are not responsible forrepairs caused by the misuse or neglect of theproperty by residents. Please refer to the section onrechargeable repairs on page 3-16.3-4

REPAIRING YOUR HOME SECTION 3Right to RepairThe Right to Repair (RTR) is a government regulation covering someurgent repairs that could affect your health, safety or security if theyare not done quickly. It applies only to repairs that cost under £350.The regulation says how quickly we must carry them out.If these repairs are not done within the specified time limit, you havethe right to ask us to get a second contractor to do them. If they arenot done within the extra time allowed for the second contractor, youmay be entitled to compensation.This is £10, plus £2 a day for everyday that the repair is not finished, up to a maximum of £50.REPAIRING YOUR HOMEWe can increase the time we take to do repairs in some situations,including if a gas, water or electricity supply is interrupted by a utilitycompany or if the repair is more complex and needs an inspection visit.RTR does not apply if you or a member of your household or a visitorcaused the damage while doing something in your home that brokeyour tenancy conditions.Residents' duties and responsibilitiesUnder the terms of the Housing Act 1988, unless you have recognisedspecial needs, you are responsible for, and have to pay the cost of,repairing the following items.These are your responsibility unless thedamage is due to the age of the fitting or appliance, ie fair wear andtear.3-5

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMECarpentryPlumbing• Front and back door locks, including replacing keys• Internal doors, locks, hinges and handles• Letterboxes, door numbers, security chains anddoorbells• Window catches and stays• Replacing or repairing damaged kitchen units,including cupboard doors, shelves and handles.• Toilet seats and coversGlazing• Plugs and chains in baths, basins and sinks• Cleaning stains on sinks, baths, showers andlavatories, and blockages• Replacing broken or damaged sinks, baths,showers and toilets.• Broken outside windows, unless you have a policecrime reference number for them. Remember thatfalse reporting of a crime is an offence: the policeinvestigate all reports of burglary• Broken internal windows.Plasteringand finishes• Surface cracks to wall and ceiling plaster• Ceramic tiles on splash backs around sinks, basinsand baths• Vinyl floor tiles.Electrical• Electrical plugs, including fuses• Changing light bulbs and fluorescent tubes• Domestic appliances, such as fridges and cookers.3-6

REPAIRING YOUR HOME SECTION 3InteriordecorationIn generalIt is your responsibility to keep the inside of yourhome well decorated. When you move out, you mustleave it in good condition.If a repair is needed because of damage caused byyou, your family or your visitors, it is yourresponsibility to put it right.You may either do therepair yourself or pay for someone else to do it.If we do the repair on your behalf, you must pay forit. We usually ask for payment first.REPAIRING YOUR HOMEInsurancecoverWe are not responsible for damage to, or loss of,your fixtures and fittings including:• Furniture• Carpets• Clothing• Other household effects, even if linked to a repairthat we are responsible for.We strongly recommend you take out home contentsinsurance.To help you, we offer a home contentsinsurance scheme. Contact the customer servicecentre for details.3-7

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMERepair priorities and timescalesWe prioritise repairs based on how urgent they are. We would like todo all repairs straight away, but it saves money if we have longer to doless urgent ones.This includes repairs that fall under Right to Repairregulations.Priorities for repairThe following tables show the types of repair Moat must do and thepriority we give them. Repairs that qualify under the Right to Repairare marked 'RTR'.Please note that not all emergency repairs qualify as RTR, only thoseidentified under the regulation. Even if a repair is considered to be anemergency, if it is your responsibility to do it, then you will still have topay for it.If you suspect that damage is a result of racial harassment or domesticviolence, please always call the police immediately.PriorityEmergency(out ofhours)Emergency(daytime)TimescaleContractor will comewithin four hours tomake safe.Contractor will dothe repair within 24hours and prioritisewithin this timescalewhere there is realdanger.Type of repairRepairs ordered outsideoffice hours where there isimmediate danger to peopleor property.The repair willusually be to make thesituation safe only.Repairs ordered duringoffice hours where there isimmediate danger to peopleor property.3-8

REPAIRING YOUR HOME SECTION 3UrgentRoutineComplete withinseven calendar days.Complete within30 calendar days.Repairs that are notconsidered an emergency,but which if not completedquickly would causesignificant nuisance.Repairs that Moat isresponsible for that are notconsidered an emergencyor urgent.REPAIRING YOUR HOMEProgrammedComplete within anagreed timescale.Repairs that are complex,subject to leaseholderconsultation, or involvespecialist parts or works.EmergencyType of repairTotal loss of electrical powerUnsafe power or light socket orelectrical fittingTotal loss of waterTotal or partial loss ofgas supplyExample or explanationNo power in the home. RTRBare wires exposed, socketsparking or smoking. RTRNo water in the home (but notwhere the supply company hasshut off the supply). RTRLoss of gas supply (but notwhere the supply company hasshut off the supply). RTR3-9

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEEmergency (continued)Blocked boiler flueTotal or partial loss of spaceor water heating between1 November and 30 AprilBlocked or leaking foul drain,soil stack or toilet panFlue blocked by something suchas a plant growth. RTRNo heating, no hot water orboth. RTRSewer drain backing up orblocked soil pipe.This onlyqualifies as RTR if there is noother working toilet in yourhome and it is not caused bymisuse.Toilet not flushingLeaking water or heatingpipe, tank or cisternInsecure window or doorMaking safe dangerousstructuresWhere a toilet cannot beflushed, for example due toblockage.This onlyqualifies as RTR if there is noother working toilet in yourhome and it is not caused bymisuse.Leak from a water supply pipe orstorage tank. RTRThe home is insecure, forexample due to a brokenwindow or damaged door.If the damage was caused by acrime you must call the policefirst, as we are unable to order arepair until you have a crimereference number. RTRMaking ceilings safe if they are indanger of falling down.3-10

REPAIRING YOUR HOME SECTION 3Emergency (continued)Security work to dwellingsfollowing confirmed reportsof harassmentSecuring empty homesLift breakdownsSecurity work as part of our policyto prevent harassment.Preventing unauthorisedoccupation.Getting a lift working again whereit is the only lift (but not whereshutting down a lift has beenplanned or a major repair isneeded).REPAIRING YOUR HOMELighting in communal areasRepairing lights in a communal area.UrgentType of repairPartial loss of electrical powerPartial loss of waterTotal or partial loss of spaceor water heating (between1 May and 31 October)Blocked basin, bath or sinkTap that cannot be turnedExamples or explanationNo power to one room only.RTRLoss of water to one room only.RTRNo heating, no hot water orboth. RTRWater not draining away.Youmust also have tried to unblockit yourself first.This only qualifiesas RTR if it is not caused bymisuse.Tap stuck on or off. RTR3-11

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEUrgent (continued)Loose or detached banisteror handrailRotten timber flooring or stairtreadRoof leakLoose or insecure banister inyour home.This only qualifies asRTR if it is not caused by misuse.Rotten floorboards or stairtreads are only classed as urgentif they are a health and safetyconcern. RTRTemporary repair to make safeand stop leaking. RTRRepair of mechanical extractorfanRepair of door entryphoneequipmentReconnecting electricsfollowing water leaksRepairing an intermittentwater leakReglazing windowsReplacing a toilet panReplacing a broken tapIn kitchen or bathroom and onlywhere there is no window toventilate. RTRRepair to entryphone handset ina home. RTRWhere a lighting circuit wasdisconnected because of waterdamage.For example, a leak that onlyhappens when a sink is emptied.Putting new glass in a boarded-upwindow (but only when it is ourresponsibility).Replacing a cracked or brokentoilet pan (but only when it isour responsibility).Replacing a broken tap thatcannot be repaired.3-12

REPAIRING YOUR HOME SECTION 3RoutineType of repairUnblocking gutters, rainwaterdownpipes and gulliesRepairing windowsRepairing kitchen units andcupboardsExamples or explanationClearing leaves from gutters (butnot if scaffolding is needed).For example to frames and sashcords (this does not include newwindows).Repairing, for example, cupboardand unit doors and drawers, butonly due to their age (fair wear andtear) and not because of misuse.REPAIRING YOUR HOMEGeneral carpentry repairsStructural repairsFor example, to door frames, butonly if due to the age of the fitting(fair wear and tear) and notbecause of misuse.For example, repointing externalbrickwork (but not whenscaffolding is needed).ProgrammedType of repairRenewals needed because of ageof fixtures and fittings (fair wearand tear)Non-urgent communal repairsExamples or explanationReplacing kitchen units orbaths/showers.Repairing and replacing things suchas paving and boundary walls.3-13

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEProgrammed (continued)Structural and building repairsFor example, window replacement,roof repairs or damp-proof works,where scaffolding is needed orwhere leasehold consultation isrequired.If a repair is needed because of damage caused by you, your family oryour visitors, it is your responsibility to put it right. You may either dothe repair yourself or pay for someone else to do it.Access and appointmentsAccessWe have the right to enter our properties by agreement at allreasonable hours.This applies to Moat staff or other authorised people,such as our contractors.You must let us in if we ask you to.If necessary we can arrange to force entry to carry out an emergencyrepair or safety check and recover the cost of doing this from you.You must report repairs that need doing immediately and allow usaccess to your home quickly when we ask.We need access:• for gas safety inspections• to check the condition of a home or those next to it• to repair, alter or improve the home or those next to it.Thisincludes electrical wiring, gas and water pipes or drainage andheating systems.3-14

REPAIRING YOUR HOME SECTION 3If we have to force entry to a home, we will leave it secure. If we forceentry because of your negligence, for example if you overfill your bathand flood the property below, we will charge the cost to you.AppointmentsWe will give you an appointment when you report an urgent or routinerepair so that you know when our contractor will come. We do notmake appointments for emergency repairs.When you report an emergency repair you must do your best tocontain the situation. For example, you might need to turn off thewater supply. You must also be there to let us in straight away when wevisit.REPAIRS TO YOUR HOMEAppointment times are currently Monday to Friday:• between 8am and 1pm for morning appointments• between 1pm and 5pm for afternoon appointments• 9.30am to 3pm (avoiding school run) or• all day appointment, between 8am and 5pm.We may sometimes have to break an appointment. We will give you£20 in compensation if this happens. It currently applies only toappointments made for our repairs partnering contractor. You will onlyqualify for compensation if the appointment was arranged by Moat andlogged on our system and the contractor did not tell you in advancethat the appointment would be broken.If we cannot contact you, we will leave a card to say we couldn't get inand provide an alternative appointment within one week.We willrecord the date and time of our visit on our database. If you fail tokeep the second appointment, the work will be cancelled and it will beyour responsibility to contact us to order the repair again.When youdo, we will give the repair its original priority, which means thetimescale for the repair will restart from the date you order it again.3-15

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMERechargeable repairsRechargeable repairs are those which residents have to pay Moat for.You may also do the repair yourself or pay someone else to do it.We are committed both to providing a cost effective repairs andmaintenance service and to meeting our obligations as a landlord.We will therefore charge you for any work we do for which you areresponsible, or which is caused by you misusing your home or notlooking after it.Our charges are based on what it costs for our contractors to do thework. Costs are subject to VAT.We charge for repairs if:• Work is needed due to accidental damage or wilful neglect by you,members of your household or visitors to your home• We do work for which we have no responsibility under the law oryour tenancy conditions• We have to force entry to your home due to your negligence, forexample if you lose your keys• We have to repair a property after you move out because youdamaged it or have made alterations that we did not approve.We will tell you as soon as possible if a repair is rechargeable.Thiscould be:• When you report the repair• During an inspection for other work in your home• After a report from our contractor or someone else we haveauthorised to visit your home• During a routine inspection after you have given notice, or beengiven notice, to end your tenancy.3-16

REPAIRING YOUR HOME SECTION 3You will get the opportunity to do the work yourself or arrange for itto be carried out at your own expense. However, we may wish toinspect the work once it is done to check the standard.Examples of what we might consider to be accidental or deliberatedamage or wilful neglect include:• Holes or other damage to internal doors• Damage to kitchen units and worktops other than fair wear andtear• Blocked drains, toilets, baths, basins and sinks where the blockage iscaused by misuseREPAIRING YOUR HOME• Damage to toilet seats and hinges.We will only do a repair that we have no duty to do in exceptionalcircumstances.Examples might be:• If you are over 65 and there is no-one living with you who couldhelp with the repair• If you have registered care needs• Where not doing the repair would endanger you or otherresidents, or damage your home or other properties.If you have made alterations or improvements without our agreementand they are found to be unsafe, we will arrange for them to be madesafe immediately. We will charge you for this work. We will tell you andconfirm it in writing.Where you have given notice to end your tenancy, we will do a routineinspection. We will tell you about any repairs that are yourresponsibility and give you the opportunity to do the work yourself orarrange for it to be done at your own expense. We will re-inspect yourhome before the end of the tenancy to ensure the work has been done3-17

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEand to a satisfactory standard. If you are doing a mutual exchange, wemay suspend it to ensure the work is done before your tenancy ends.If you have returned your keys and we need to do work to bring theproperty to a safe and acceptable standard before the new residentmoves in, we will charge you for this as a former resident.If damage has been caused by a crime, you must report the incident tothe police first.Then you need to report the repair to us and tell us thecrime reference number.False reporting of crime, such as saying that damage was caused by acrime when it wasn't, is an offence.The police will investigate allreports of burglary.Repairs to newly built homes - defectsIf your home is newly built, the responsibility for carrying out repairswithin the first year lies with the developer (this is known as the'defects period').This does not include repairs caused by you.You should notify defects to our customer service centre during officehours and we will inform the developer.These repairs may take a littlelonger than our normal repairs, though urgent repairs will always bedealt with quickly.At the end of the defects period, the property will be inspected and alloutstanding works falling within the defects definition will be repaired.You can help this inspection by keeping a list of all minor problems asthey occur.Repairs are designated as an 'emergency' when there is either a risk tosomeone's life or a risk of serious injury if not repaired immediately.If an emergency defect occurs outside of office hours, call us on0845 600 1006 and follow the instructions.3-18

REPAIRING YOUR HOME SECTION 3Discretionary repairsThese are repairs we will do if you have recognised special needs thatprevent you from getting the repair done. We know that residents havedifferent needs and we are committed to giving people equal and fairaccess to our services, with extra help if it is needed. We have a policyto make sure only people who need extra help get it.We will do some repairs that are normally your responsibility withoutrecharging, on a discretionary basis, if you meet one of the followingspecial conditions:REPAIRING YOUR HOME• You, or someone living with you, gets a care package from yourlocal authority's social services• You are over 65 and there is no other member of your family orhousehold who can help with the repair.Other discretionary repairs may include security work carried outunder our harassment policy and repairs needed because you haveexperienced confirmed anti-social behaviour.Extra supportTo help us apply the discretionary repairs policy fairly, we will keepinformation on our database telling us if you qualify for discretionaryrepairs. We may also keep other details to make sure everyone can useour services easily, such as:• How you prefer to communicate with us• Translation or interpretation requirements• Special access requirements to your home, such as mobility orsensory issues.If the repairs service is not already aware that you qualify fordiscretionary repairs, we will tell you the qualifying criteria and assessyour initial request for a repair on its own merits before decidingwhether we will do it.3-19

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEYou and our contractorsWe monitor the performance of all our contractors to ensure theyprovide a good service. Your feedback on repairs is very important to us.What to expect from contractorsAll contractors employed by Moat are required to work within anagreed Code of Conduct. Our contractors should:• Show respect for you and your home at all times• Arrange a morning or afternoon appointment, and work onlybetween 8am and 5.30 pm on Mondays to Fridays, unless you agreea mutually convenient time outside of these hours• Show their identity cards, which clearly indicate that they areworking in partnership with Moat• On arrival, explain what the work will involve and how long it willtake• Show special consideration to disabled and vulnerable residents• Avoid making excessive visits to your home• Be careful about security• Be responsible when using scaffolding• Keep work tools and dangerous substances out of the reach ofchildren• Not smoke, drink alcohol or play radios or cassettes in your home• Keep your home clean and tidy, using dustsheets• Not move your belongings without permission and without youbeing present• Not use the following without your permission:• Any of your belongings, such as ladders or chairs3-20

REPAIRING YOUR HOME SECTION 3• Your telephone• Your toilet or kitchen (for example, to make tea)• Your bathroom or kitchen to clean equipment (if you do givepermission, the rooms must be left clean and tidy)• Where a repair cannot be completed immediately, ensure yourhome is left wind and weather proof, with all possible services lefton, and warn you in advance of any hazards• Tell you when the work is finished, remove all rubbish and leaveyour home tidyREPAIRING YOUR HOME• Treat all information about you in confidence, in accordance withData Protection laws.What contractors will expect from you• To be co-operative about making appointments and to give at least24 hours notice if you have to cancel an appointment• To inform us if you cannot keep an appointment, so we canreschedule the visit• To clear the work area of your belongings, so the contractor canwork freely• To keep your children and pets away from the work area and thecontractor's tools• To allow contractors to have reasonable use of your gas, electricityand water, if necessary.If you are dissatisfied with any aspect of our repairs service, please tellus. We need your feedback to help us improve our services.3-21

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEBe safe and secureIdentity cardsYou should not let anyone into your home unless you are satisfied theyare who they say they are. All staff and contractors employed by Moatcarry identification. If you are ever unsure about the identity of Moatstaff or contractors, ask them to call back later and call us forconfirmation. If you send a contractor away please contact us to let usknow immediately on 0845 600 1006.Guarding against fire• Ensure you have smoke alarms fitted throughout your home. If theyhave been fitted by us and are faulty, tell us immediately• Supported and sheltered residents should report anyproblems/faults they experience with the smoke detector to theirsupport co-ordinators or the customer service centre• Carry out monthly tests on smoke alarms, change batteries whenneeded and clean the sensor regularly• Guard open and radiant fires• Make sure you store paraffin, petrol or inflammable liquid inpurpose-made containers in a cool place• Take care when cooking - do not leave pans unattended, especiallyfrying pans• Be careful with electrical equipment - never overload sockets• Close doors when you go to bed or when leaving your home. In theevent of fire, this helps to stop it spreading• Many Fire and Rescue Services (Essex, London, Herts, Kent, Surrey,East and West Sussex) will undertake free home fire safety tests andinstall free smoke alarms.3-22

REPAIRING YOUR HOME SECTION 3Dealing with emergenciesFireIn the event of fire:• Close the door to the room where the fire is located.This will helpcontain it and restrict the spread of potentially poisonous fumes• Warn other people in the house to leave immediately. Do not stopto collect anything. Remember that your escape route can be cut offvery quickly• If your exit is cut off, close the door of the room and seal it with ablanket or rug to prevent fire and smoke spreading. Dial 999 if youcan and call for help from a windowREPAIRING YOUR HOME• Alert any neighbours who could be at risk from the fire• Once out of the property, if possible please phone our customerservice centre on 0845 600 1006.Gas leakIf you smell gas:• Put out cigarettes. Do not use matches or naked flames• Do not operate electrical switches or doorbells• Open all doors and windows and keep them open• Check to see if a gas tap has been left on accidentally, or if a pilotlight has gone out• Phone your gas supplier or the National Grid on 0800 111 999.Burst pipe• Turn the water off at the stopcock. Find out now where thestopcock is and check it can be turned. If not, call us immediately• Switch off the electricity at the mains3-23

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOME• Switch off any water heaters• Switch off the central heating system. If you have a solid fuel fire orsystem, let the fire die down. Do not attempt to drain the boilerunless the fire has gone out• Phone our customer service centre on 0845 600 1006.Frozen pipes• Turn off the water at the stop valve• Open all taps to sinks and baths• If possible, collect water in the bath for flushing the toilet and forwashing• Phone our customer service centre on 0845 600 1006.Electrical issuesIf you have just switched on a light or appliance, or plugged in anappliance, and the power fails:• Look outside or check with your neighbours to see if there hasbeen a power cut• Check the trip switches.These are normally contained within a boxnear the electrical meter• If one of the switches is at OFF, unplug the appliance or switch offthe light, then flick the switch to ON• Switch on the light. If this trips the switch, the fault may be causedby the light bulb, so check for and replace any faulty bulbs• It is helpful if you can complete an 'appliance electrical check' toensure the fault is not caused by a faulty appliance you own. One byone, switch on appliances (eg toasters, kettles) and if the powertrips again it is likely the fault is caused by the relevant appliance. Ifthis is the case, do not use the appliance, but arrange for it to bechecked by a qualified electrician.This repair is your responsibility.• If you cannot identify, or are unsure of, the fault contact ourcustomer service centre on 0845 600 1006. If the problem is due toa faulty appliance, you will be recharged!3-24

REPAIRING YOUR HOME SECTION 3Alert any of your neighbours who could suffer damage as a result ofyour emergency.CondensationMost of the damp and mould problems reported to us are, in fact,related to condensation.This occurs mostly during cold weather spells,regardless of whether it is raining or not. Condensation appears asblack mould on cold surfaces and in places where there is littlemovement of air. It often forms on north facing walls. Moat will checkthat there is no water leaking into the property, but if nothing is foundyou must manage the condensation.There is a lot you can do to avoidcondensation. For example:REPAIRING YOUR HOMEProduce less moisture• Cover cooking pans and avoid kettles boiling for longer thannecessary• Dry your laundry outdoors, or hang it in the bathroom with thedoor closed and a window open, or use an extractor fan• Vent any tumble dryer to the outside of your home.Ventilate to remove moistureYou can ventilate your home without creating draughts:• Keep small windows or a ventilator open when someone is in theroom• Ventilate kitchens and bathrooms when in use by opening windows• Close kitchen/bathroom doors when rooms are in use (even if youhave an extractor fan)• Ventilate cupboards and wardrobes - overfilling them prevents airfrom circulating. Keep a gap between the wall and furniture so thatair can circulate.3-25

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEInsulation, draught-proofing and heatNot only will insulation and draught-proofing keep your home warm, itwill also cut fuel bills. When the whole property is warmer,condensation is less likely.Damage to your household and contents caused by condensation willnot be covered under our compensation policy if it is proved to havebeen caused by your failure to adequately ventilate or warm yourproperty.AsbestosWe have an ongoing programme of surveys to identify materials thatcontain asbestos. Provided it is in good condition and remainsundisturbed, it can be left in place until the property is refurbished.You can help to reduce risk and protect yourself and our workers byfollowing these guidelines:• Don't carry out DIY, such as drilling, sanding, cutting or scraping ofany panel, board, wall or surface unless you are absolutely certainwhat it is made from• Call the customer service centre if you suspect you have foundasbestos• Report any damage or vandalism to your home immediately.Exposure over a period of time can pose a danger to you and yourneighbours• Please be patient as we work to identify asbestos risks and makethem safe, particularly when we are carrying out repairs to yourhome.3-26

REPAIRING YOUR HOME SECTION 3Gas servicing and annual safety checkIt is a legal requirement that we carry out an annual gas safetyinspection in your home. We employ a Gas Safe registered contractorto check and service gas appliances. Unsafe gas appliances can create arisk of carbon monoxide poisoning and it is critical we service your gasheating appliances once every year to ensure this risk does not occur.Please remember that unsafe gas appliances can kill.The contractor will contact you to arrange a convenient appointment.Please co-operate with access arrangements to enable the check totake place. If the contractor is unable to gain access to your home, wewill be informed and we will write to you.This may lead to legal actionagainst you.REPAIRING YOUR HOMEYou must comply with this annual safety check. If you do not allow usaccess we may have to force entry to your property to service the gasappliances in accordance with Section 54 of the Housing Act 1985.What if we get it wrong on repairs?Our policy on compensating youOur obligation to you is to ensure we meet our legal requirement onclaims for compensation and that, where a claim is valid, you receive afair and efficient settlement.Areas of claimsOur policy covers claims relating to the following:• Delays in completing repairs that affect health and safety andsecurity (known as Right to Repair)• Resident improvements• Loss of amenities• Costs for alternative heating3-27

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOME• Economic loss• Damage to resident's property.It does not cover:• Compensation normally dealt with as part of a claim on ourinsurance, eg personal injury claims• Loss of a service included as part of a service charge• Temporary moves• Loss or damage to your household goods and contents, whichshould be covered under your own household contents insurance.We will not pay compensation for:• Short-term nuisance caused by building works, eg noise ofcontractors• Neighbour nuisance• Stress following any incident or failure of service.Delays in completing repairs (your Right to Repair)The Right to Repair is a contractual right given to all residents. It allowsyou the right to take action in the case of certain repairs, costing lessthan a set value, which are delayed compared with published responsetimes.If a repair is not completed within the stated time limit and you notifythe customer service centre, a second time limit equivalent to the firstwill be given to you.If the repair is still not completed within the revised timescale then youare entitled to claim compensation of £10 plus £2 per day for everyday the repair remains outstanding up to a maximum of £50.3-28

REPAIRING YOUR HOME SECTION 3Before any payment is made, all claims for delays in completing repairswill be investigated to check the following:• It must be an emergency or urgent repair that affects health, safetyor security• The responsibility for the repair must be ours.Compensation will not be payable if:• Either of the two cases listed above do not apply• The repair was needed because of damage caused by youREPAIRING YOUR HOME• We were not informed that the repair was needed• Access was not provided or an appointment was not made with thecontractor• It is really a claim for improvements.Assessment procedureYour claims can be submitted either separately or as part of a formalcomplaint under our standard complaints procedure.The process:• All claims should be assessed within ten days of the initial complaintor claim• If your claim is not upheld, you will be advised in writing why it hasnot been accepted• If your claim is upheld and your rent account is in arrears, anypayment must be used to offset these arrears first, unless it is tocompensate you for damaged property or financial loss incurred• You must advise us within two weeks if you do not wish to acceptan offer of compensation made in writing to you, or we will assumethat full and final settlement has been accepted. Payment will bemade in the form of a cheque.3-29

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEAppealsYou have the right to appeal if you disagree with the settlement. Allappeals must be made in accordance with our complaints procedureand before any payment is made.Your improvements and alterationsAll residents with secure or assured tenancies have a right to do minoralterations and improvements to their homes, such as fitting a newbath.You must always get our written permission before doing these.The permission letter should set out clearly what has been agreed andwith whom and you must keep it for your records.Some types of alteration or improvement also require planningpermission or building control approval or both and there are costsinvolved in getting these.We have the legal power to make you put the property back to how itwas to start with if you do work without permission.Compensation for your improvementsWhen you move out of your home you can claim compensation forimprovements you have made. Please refer to our compensation policyfor full details. We may pay compensation for all or part of the cost ofimprovements if:• You give one month's notice before leaving• You got written permission before the improvement was made• The improvement is still noticeable and working properly• The work improved the property and is acceptable to us.Qualifying improvements include new:• Bath or shower• Wash-hand basin3-30

REPAIRING YOUR HOME SECTION 3• Toilet (pan and cistern)• Kitchen sink• Storage cupboards in bathroom or kitchen• Work surfaces for food preparation• Space or water heating• Thermostatic radiator valves• Insulation of pipes, water tank or cylinder• Loft insulationREPAIRING YOUR HOME• Cavity wall insulation• Draught-proofing of external doors or windows• Rewiring, or fitting of power and lighting or other electrical fittings,including smoke detectors• Security measures (excluding burglar alarms or external securitygrilles).We are happy to offer you appropriate compensation for all or part ofthe cost of improvements, so they can benefit future residents, as longas you meet the conditions above.Where you have made alterations or improvements without permissionand we find they are unsatisfactory, we will tell you what you should doand confirm this in writing. You will be allowed to do work to put themright at your own expense within a given timescale.Where alterations and improvements were made without permissionbut are satisfactory, you will still be required to apply for retrospectivepermission for the alteration or improvement and will not be eligiblefor compensation.3-31

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEThe lettable homes standard - information for newresidentsWe make sure that all our homes are fit to live in, secure, safe andcomply with legal requirements before you move in. We aim for thesame good standard of repair for each home.The standards that followapply to empty properties.Utilities• All electrical fittings are tested to comply with current safetyregulations. We give you the safety certificate and keep a copyourselves• There are at least two double-switched sockets in the living room,one double-switched socket in each bedroom and one singleswitchedsocket in the hall.The kitchen will have at least twodouble-switched sockets, a cooker control point and a switched,fused socket for a fridge• We will test the gas system before you move in. Our gas-certifiedheating contractor will give you safety certificates and we also keepa copy• Our heating contractor may need to visit once you have moved in.We will tell you about this when you sign your tenancy agreement• The property will have safe and adequate heating. Most of ourhomes have gas central heating or are part of a communal heatingsystem. Homes that have neither of these have electric storageheaters• The plumbing and water system will be tested to ensure it worksand does not leak. Cold drinking water from the mains will besupplied to the kitchen sink.Taps and stopcocks will turn freely• We do not supply you with gas or electricity. You must arrange toget these connected. If the property is without an electricity or gasmeter it is also your responsibility to get one installed.3-32

REPAIRING YOUR HOME SECTION 3Externally• The roof will be safe, secure and wind and watertight• The brickwork will be free of graffiti and major cracks and wind andwatertight. Air bricks and vents will be free from obstruction• Drains, gutters, downpipes and overflows will be safe and secureand free from blockages and leaks• Windows will be safe, wind and watertight, and will open and closefreely.The frame and glazing will be secure and locks, keys andlatches will workREPAIRING YOUR HOME• External doors will be secure, will open and close freely, and will bewind and watertight. Locks will work.The front door will have atleast one secure lock and we will give you at least three sets ofkeys. We do not keep keys to homes that we have let. If you loseyour keys or lock yourself out you will have to pay for a forcedentry and a new lock and keys• If a home has an overgrown garden, we will clear it enough to makeit accessible and take away any unsafe structures, such as sheds orfences• If there is a balcony, it will be free from rubbish and debris.Internally - floors and stairs• The kitchen, bathroom and toilet floors will have washable vinyl orsimilar flooring. It will be clean, undamaged and without trip or sliphazards. We do not provide floor covering in other rooms. Youmust put down suitable floor coverings to avoid causing a noisenuisance• We will remove carpets and carpet grippers left by the previoustenant unless in good condition. Future repair and replacement ofall floor coverings will be your responsibility• Stair treads, risers, handrails and posts will be secure.3-33

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEInternally - doors and windows• The bathroom and toilet doors will have suitable locks• Where required, the kitchen will be fitted with an internal fireresistantdoor with an adequate closing device• All doors in the home will be clean, with secure hinges, and willopen and close freely• Window glass will be intact and secure. Windows will open andclose freely. We will only provide security locks to windows atground floor level or facing pedestrian access, such as balconywalkways. It is your responsibility to fit extra security locks. We willonly provide window restrictors at first floor level and above.Internally - kitchenDepending on the size and layout of the property and kitchen, as aminimum there will be:• One sink unit with a sink and single drainer• One double base unit• One double wall unit.Additionally:• All units will be in a usable condition. Drawers and doors will openand close freely• Work-tops will be clean and sealed where the work-top meets thewall and around the sink• The sink will be clean and free from rust and stains and fitted with aplug and chain• Taps will be clean and easy to use and will not drip• There will be at least two rows of tiles on the walls above the worksurface and the sink• If there is room, a space will be left for a washing machine andconnections will be provided. It is your responsibility to get yourwashing machine plumbed in3-34

REPAIRING YOUR HOME SECTION 3• An extractor fan will be provided only where there is no openablewindow.Internally - bathroom and toilet• The bath will be clean and sealed where the bath edges meet thetiling on the walls. It will be secure and will have a plug, chain andsecure bath panels• The toilet will be clean, secure and easy to flush, with a new seatand lid• The wash-hand basin will be clean and secure and will have a plugand chainREPAIRING YOUR HOME• Taps will be clean, easy to operate and drip free• There will be at least three rows of tiles on the wall around thebath and at least two rows above the wash-hand basin• An extractor fan will be provided only where there is no openablewindow.Internally - walls and ceilings• Walls and ceilings will be sound and without damp, large cracks orloose plaster. We try to check plaster, but this can be difficult whenwalls and ceilings are papered• We only decorate in exceptional circumstances, for example if wallsare covered in offensive graffiti or mould. It is your responsibility todecorate. We usually provide decoration vouchers to help with thecost. We will tell you about this when you view.Internally - cleaning• The property will be free from rubbish.The floors will be swept andmopped if they are washable• All sanitary fittings will be de-scaled and chemically cleaned• Kitchen units and cupboards will be washed down and left clean.3-35

SECTION 3REPAIRING YOUR HOMEREPAIRING YOUR HOMEInternally - miscellaneous• To meet regulations, we check our properties for asbestos andremove or make safe any we find• At present, we only install smoke detectors in empty propertiesthat need a complete rewire. We strongly advise that you buy andinstall battery-operated smoke alarms. You can currently get freesmoke alarms and fire prevention advice by calling your local Fireand Rescue.Rechargeable repairs for empty properties: informationfor residents moving outWe aim to inspect properties during the notice period.This is to checkthe condition before you move out and see if any repairs needed areyour responsibility.Where repairs or damage to the property are your responsibility orhave been caused by you misusing the property, we will tell you inwriting. You will have the chance to do the repairs or pay to get themdone yourself.In some circumstances we may take action, such as suspending atransfer application until repairs have been done.If you don't do repairs that are your responsibility, we will charge youfor the cost of doing them after you have moved out.3-36

MoneymattersSECTION 4

MONEY MATTERS SECTION 4Money mattersPaying rentis important that you pay your rent and service charge on time and inadvance. Rent arrears are a serious matter and you risk losing yourhome if payments are not made.MONEY MATTERSAll rent is due a week in advance regardless of whether a resident is inreceipt of housing benefit or not.As housing benefit is always paid inarrears residents in receipt of housing benefit are expected to make asmall weekly contribution to bring their account into credit. If youprefer to pay monthly in advance, you should contact our customerservice centre and we will advise you of the amount you will have topay.If you are having difficulty with your payments and need help, contact usimmediately. Our specialist teams offer help and information on welfarebenefits and money advice. Don't leave it too late.How rents and service charges are setYour rent income is vital to us. It is used to:• Carry out day to day repairs• Provide a management service to you• Carry out major repairs.The rent you pay takes into account the size, condition and location ofyour home. We aim to set rents that are affordable to those on lowincomes.This means the rents we charge will be below the local marketrates, ie the rent charged by private landlords for properties in the areawhere you live.4-1

SECTION 4MONEY MATTERSMONEY MATTERSService charges pay for services such as caretaking, cleaning, groundsmaintenance, lighting, paths and parking areas, lift maintenance, etc.Theservice charge is paid in addition to your rent, although you pay boththe rent and service charge at the same time.When setting the rent we do not discriminate between residents whoare eligible for housing benefit and those who are not.The rent chargedis the same regardless of the source or level of your income.The rent for your home will be stated in your tenancy agreement.An annual rent increase is applied from the first Monday in April ofeach year. We will tell you about this in advance. Service charges arealso reviewed annually. It is your responsibility to make sure that theamount you pay is correct and to notify the local authority of your rentincrease if you receive housing benefit.Payment methodsPaying your rent by direct debitIf you pay by direct debit, your rent and service charges are paid to usdirect from your bank account.This takes place monthly either on the1st or 15th of each month, or it may be paid weekly or fortnightly.You will need to complete a direct debit payment form, available fromus on request.When your rent is reviewed in April, any changes to the payments willtake place automatically.The Direct Debit Guarantee means thatchanges to your rent or service charges are notified separately to you,giving at least one month's notice, and your bank will refund anyamount paid in error.We recommend you choose this method of payment because it is theeasiest and most cost effective:• It will save you time, as you won't have to make a special trip or callto pay your rent4-2

MONEY MATTERS SECTION 4• It will be one less thing to remember to pay• It will help you to budget for your monthly expenses.If you are currently paying by another method, please consider changingto direct debit. Call us for more information or if you need help inopening a bank account.Paying by debit or credit cardYou can now pay your rent by contacting us and paying over thetelephone. Please have your account and card details to hand.Thisservice should not be a substitute for setting up a direct debit for rentpayment.MONEY MATTERSPaying by chequePlease make your cheque payable to Moat and write your customerreference number or property address on the back before posting to:FREEPOSTRRCB-HHJS-LXXRMoatDartford DA2 6QEPost Office payment card (POPS)*If you cannot pay by any of the methods above, we can send you apayment card that allows you to pay cash at any Post Office.There areno forms to fill in and no counter charges to pay. Simply hand the cardand your cash to the Post Office worker and the rest is doneautomatically.PayZone* and Pay Point*You can use your POPS payment card in any retail unit displaying thePayZone or PayPoint sign.There are over 10,000 outlets nationally.There is no charge for this.You just hand the card and the cash orcheque to the assistant.*If you pay by this method, please ensure that your payments are made atleast ten working days in advance of the due date, to allow time for thepayments to reach your rent account.4-3

SECTION 4MONEY MATTERSMONEY MATTERSInternet bankingIf you have this facility with your bank account, you can make paymentsonline. Our bank sort code is 62 27 56 and our account number is00000000 (this is the correct number). If you choose to make paymentby this method, please ensure you quote your tenant reference in thereference field so the money can be placed on your rent account.Paying via the Moat websiteYou can click on the 'Pay your rent online' icon on the front page ofthe www.moat.co.uk website and pay by debit/credit card using theallpayments.net facility.Paying by standing orderIf you wish to pay by standing order, please contact us and we will sendyou a form to complete and return to your bank. Please note that ifyou pay by this method, you will need to arrange for the payments tobe adjusted in line with changes each April. It is easier to pay by directdebit as charges will be made automatically (see page 4-2).Please always quote your customer reference on all payments to ensure theycan be matched to your rent account.Please note:We do not accept cash payments through the post or at any of our offices.To change your payment method please contact us.What will happen if I can't pay my rent?You should contact our customer service centre immediately.Thesooner we know about your difficulties the more likely it is that we willbe able to help.We want to give you a good and affordable housing service and to doso we need to operate efficiently. Collecting rent due is an importantpart of this. At the same time, we realise that some people willexperience financial problems. We can usually work out a solution, butthe deeper you get into arrears, the more difficult it becomes.4-4

MONEY MATTERS SECTION 4We take a firm line with residents who do not pay their rent and wemay take court action against those who do not pay off their arrears.This can result in eviction. If your rent account is in arrears, we cannotconsider you for a transfer until the arrears have been paid. Call us asearly as possible if you are struggling to pay; we are here to help you.To try to avoid rent payment problems, we offer free, confidential andnon-judgemental support and advice to help you claim benefits andmaximise your income. Financial inclusion packs are available forresidents covering basic bank accounts, credit unions, contentsinsurance, debt advice, and information on getting a good deal onenergy costs and affordable furniture.MONEY MATTERSHelp with welfare benefitsFrontline neighbourhood staff are able to offer residents basic housingbenefit advice and help with completion of an application form andhousing benefit calculation.They can also signpost you to otherspecialist services.Customers with rent arrears who have an identifiable benefit problemcan be referred to our welfare benefit staff.Many people miss out because they do not make a benefits claim. If youthink you may be entitled to claim any benefit, or if you have a problemwith your current benefit entitlement, please contact us.You can also get benefits advice from these agencies:• The Benefits Enquiry Line on 0800 882 200 or www.dwp.gov.uk(the Department for Work and Pensions website)• Your local Citizens Advice Bureau - find them in the phone bookor through www.adviceguide.org.uk• National Debtline gives free, confidential advice to help you solveyour money problems. Call 0808 808 4000.4-5

SECTION 4MONEY MATTERSMONEY MATTERSEnergy saving tipsCentral heatingTurning your thermostat down by 1°C can save up to 10% on fuel bills.WaterTurn down the hot water cylinder thermostat to 60°C/140°F.Take ashower instead of a bath - it uses less than half the water. Fit a 'hippo'device in your toilet cistern to save up to three litres of water everytime you flush. Some water companies will provide free hippos orother water saving systems for you.LightsTurn lights off when a room is empty. Use natural light as much aspossible. If you use a light for an average of four hours or more a day,fit an energy saving light bulb. It will use around a quarter of theelectricity and will last ten times longer than an ordinary bulb.Electrical appliancesAvoid leaving electrical appliances such as televisions, videos, stereos,cordless phones and electric toothbrushes on standby or charge. Firstcheck to make sure this does not affect the performance of theappliance.Fridges and freezersShut your fridge and freezer doors to stop cold air escaping. Avoidputting hot food into your fridge. Defrosting your fridge and freezerregularly will keep them running efficiently and reduce running costs.Check that the door seals are working properly.Washing machines and tumble dryersAlways try to do a full load or use the half load or an economyprogramme.Try to use the low temperature setting unless you havevery dirty clothes to wash. Always spin or wring clothes before puttingthem in the tumble dryer. It is much faster and will reduce costs.4-6

MONEY MATTERS SECTION 4Pots and pansUse the right size pan and keep the lids on as much as possible whilecooking.The base of the pan should just cover an electric cooking ring.When using a gas cooker you should make sure the flames only heatthe bottom of the pan. Use as little water as possible to save energy.KettlesFill the kettle with the correct amount of water for what you reallyneed. Always make sure the element of the kettle is covered.MONEY MATTERSLetterboxes and keyholesLetterboxes and keyholes can let in draughts. Fit a nylon brush seal or aspring flap and put a cover over a keyhole.These energy saving tips have been adapted from 'No cost and lowcost ways to help save energy and money' by the Energy Saving Trust.For further information on energy efficiency and to obtain leaflets onheating, insulation, glazing and lighting in the home call Energy Efficiencyon 0845 727 7200 or visit www.est.org.uk or www.saveenergy.co.ukRecyclingRemember the three 'R's:• Reduce• Re-use• Recycle.Top tips for recycling:• Use your local authority's recycling scheme• Make use of the recycling banks provided at supermarkets• Try to buy products with less packaging• Re-use bags and containers where possible.4-7

Living inyour homeSECTION 5

LIVING IN YOUR HOME SECTION 5Living in your homeGas and electricitySupplies may be connected when you move in, but this is not alwaysthe case. It is your responsibility to contact the utility companies a fewdays before you move in so that everything is working.As soon as you move in, read the meters or ask your gas andelectricity supplier to do it for you. Ask for a new account to be set upin your name and a final account to be sent to the previous occupants,so you do not pay for a previous resident's use of power.LIVING IN YOUR HOMEWaterIf the water supply has been turned off, you should find the stopcockand turn it back on. If you cannot find the stopcock, we will tell youwhere it is. Make a note of its location in case of an emergency.Council taxYou must contact your local authority to arrange for payment ofcouncil tax.Heating and hot waterWe will give you instructions on how to use the central heating andhot water system. If you need further assistance please contact us.5-1

SECTION 5LIVING IN YOUR HOMELIVING IN YOUR HOMEInsuranceWe provide buildings insurance cover.This does not cover the housecontents, such as your furniture or personal possessions.It is important for you to obtain separate insurance cover forhome contents.You can take out home contents insurance through the Moat schemeor you can make your own private arrangements.The home contentsinsurance arranged by Moat is specifically designed for housingassociation tenants and offers many benefits for Moat residents at apreferential rate.There is also an option to extend the policy to coverbroken glass in windows and doors, which are the resident'sresponsibility. Contact us on 0845 600 1006 for further information.KeysWe normally provide a 'Yale type' lock and a mortice lock to yourhome and also to the main door of the block (if you live in anapartment).Please note that we are unable to keep spare keys in the office. Youmay want to consider leaving spare keys with a trusted neighbour orfriend.If you lose your keys and the locks need changing, you are responsiblefor arranging a locksmith yourself. Home contents insurance, asrecommended by Moat, will cover you against the loss of keys.Household refuseIn most areas, the local authority collects rubbish on a weekly basis.Details of the collection days will be available from your local authorityoffices or ask a neighbour.5-2

LIVING IN YOUR HOME SECTION 5Carelessly discarded rubbish attracts rats and other vermin.Therefore,your rubbish should be placed securely in plastic bags or wheelie binsand left in the correct place. If you need access to a bin cupboard wewill give you a key. Please look after the key; if you lose it, it will beyour responsibility to replace it.If you have larger household items that need to be removed, pleasecontact your local authority to arrange this.There may be a charge forthe service.GardensLIVING IN YOUR HOMEResidents are responsible for the maintenance and upkeep of theirprivate gardens.In the case of communal gardens, maintenance and upkeep willgenerally be the responsibility of your local authority or Moat. We willtell you who is responsible for the communal gardens in yourneighbourhood.ParkingInconsiderate parking causes problems and we ask all our residents topark correctly.Garages may be available to rent in some areas, although there isfrequently a waiting list. Please contact us for further details.Heavy vehicles, boats, caravans or heavy machinery should not beparked outside or near your home.5-3

SECTION 5LIVING IN YOUR HOMELIVING IN YOUR HOMEAbandoned vehiclesWe have very strict rules regarding abandoned vehicles. Any untaxedvehicle (or a vehicle which looks unroadworthy) that appears to havebeen abandoned in our neighbourhoods will be given 14 days notice ofremoval.The vehicle may then be removed and disposed of.The ownermay be liable to pay the cost of removal.Repairs to vehiclesRepairs to vehicles outside your home or in the neighbourhood arenot permitted. We make an exception in the case of 'reasonablerepairs' to your own private vehicle.PetsIf you wish to keep a pet, please check the terms of your tenancyagreement or speak to your neighbourhood officer before you get one.It is important that pets do not cause a nuisance or annoyance toneighbours. If this happens, we will ask you to find another home foryour pet.For sheltered and supported residents, permission may be granted for apet, dependent on individual circumstances and the suitability of theaccommodation.Rats, mice and other pestsIf you have a problem with rats, mice or other pests, please report it tothe Environmental Health Department at your local authority.They willdeal with the problem.Sheltered or supported residents should report any problems directlyto the support or scheme co-ordinator.5-4

LIVING IN YOUR HOME SECTION 5Aerials and satellite dishesYou must seek permission from us before installing an aerial or satellitedish. Some residents have access to communal aerials we supply, withthe cost covered by your rent. Permission may also be required fromthe local authority's planning department. We will advise you about this.Anti-social behaviourNeighbour disputes and nuisanceIt is your responsibility not to cause, or allow members of yourhousehold or visitors to cause, a nuisance of any kind to neighbours,our employees or contractors acting on our behalf.LIVING IN YOUR HOMEIf a neighbour is causing a nuisance, try to resolve the problem betweenyourselves.This is usually the quickest and best way to sort things out.If the problem continues, you should contact us. We will ask you tokeep a record of what is happening for a period of time and we willthen speak to both parties in an attempt to reach agreement. Solutionsto disputes usually involve some compromise from both parties.If the disturbance involves a breach of the tenancy or a nuisance in thelocality which can be proven in court, we can take action forpossession of the property.For a copy of our leaflet 'Tackling anti-social behaviour - together!' pleasecontact us or visit our website:www.moat.co.uk/ResidentServices/Pages/AntiSocialBehaviour.aspxNoiseAs with all nuisance problems, the best way to resolve this is toapproach your neighbour in a reasonable manner and discuss thematter with them.5-5

SECTION 5LIVING IN YOUR HOMELIVING IN YOUR HOMEIf noise is excessive and repeated, your local Environmental HealthDepartment can take action.Remember, you may be causing disturbance to your neighbour withouteven realising it. Please be considerate and keep noise volumes down,especially late at night and early in the morning.Racial and other harassmentWe are committed to equal opportunities and will not tolerateharassment of any kind from residents, their families, or visitors. If youhave been subjected to any kind of harassment, whether verbal orphysical, please contact us and we will investigate the matter urgently.We will take legal action to evict any resident found causingor allowing harassment.Harassment of staff or contractors may result in eviction.This includes abusive language on the telephone orthreatening behaviour.Moving homeThere are many things to remember and do when you move home.Theinformation on page 2-4 in section two of this handbook explains whatyou need to do and what Moat will do when you decide to move out.5-6

GettinginvolvedSECTION 6

GETTING INVOLVED SECTION 6Getting involvedGetting involved - an invitation to residentsAt Moat we are committed to involving residents in every activity andat every level.There are opportunities for you to get involved in theplanning, delivery and monitoring of our services, and also in thestrategic direction of the organisation. Resident involvement is vital toimproving our services and it brings many benefits:GETTING INVOLVED• Services are more likely to meet your needs• You are more likely to be satisfied with our services and theneighbourhood you live in• Involvement could lead to a better understanding of the constraintsMoat works within• You can gain new skills, new friends and help to make a differencefor all residents.Keeping you informedOur residents' newsletter, Home News, is sent to all Moat residentsfour times a year. It contains information on services and policies andnews from many of the areas where we work. Residents and staff meetregularly to agree the content for each edition.The September editioneach year features a report showing how Moat has performed over theyear.We also produce leaflets on our key service areas, so you know whatyou can expect from us.The newsletter and leaflets can be madeavailable in large print, on audio cassette or translated into differentlanguages on request.6-1

SECTION 6GETTING INVOLVEDGETTING INVOLVEDAsking for your viewsThere are many ways you can get involved as an individual and wealways need feedback.Residents' PanelYou can join the panel and take part in postal or telephone interviewsabout the services you receive throughout the year. If you areinterested, please ask for a copy of our Residents' Panel leaflet, whichexplains how you can join.Residents' satisfaction surveyWe carry out a sample survey of all our residents every three yearsasking for views on each aspect of our services.This tells us how weare performing and helps us to plan future services.Local meetingsWe hold local meetings, roadshows and estate inspections to ask yourviews on cleaning and gardening, repair improvement programmes andthe management or maintenance of your neighbourhood.Personal letters and questionnairesWe will write to you asking for your views on any major changes tothe maintenance and management of your home. We also seekfeedback when you have received a service from us. We do thisthrough postal, web-based or telephone questionnaires.Board membershipMoat is controlled by a Board of Management. Board members comefrom all sections of the community, including residents.By becoming a Board member, residents can help to improve servicesfor all residents and also gain new skills and experience. An inductioncourse and training is provided for all Board members.6-2

GETTING INVOLVED SECTION 6Resident Board members are selected through a formal recruitmentprocess.Getting involved togetherCommitteesResidents sit on the following committees:• Housing and Customer Services CommitteeGETTING INVOLVED• Finance and Corporate Services Committee• Growth and New Initiatives Committee.Residents' associations and community groupsWe encourage residents to set up community groups and residents'associations to tackle local issues or carry out community projects.Some funding and support is available from the Moat communitydevelopment team.Residents of Moat's sheltered and supported homes are able to getinvolved in our services in a number of ways:• In the East we have the Older Persons Working Group (OPWG),which meets every four to six weeks.This group is open to anyonewho is over 55 whether a sheltered resident or from our generalneeds properties.• Within Swale, Bexley and Ashford the Tenant Involvement Group(TIG) meets every three months.These meetings are open to thosereceiving floating support as well as Moat residents.• In West Kent there is a Client Involvement Group (CIG) open to allclients in the West Kent area, whether from our schemes orreceiving floating support.These meetings take place on a quarterlybasis.The dates, times and venues for meetings vary. For information onthese meetings please call our customer service centre.6-3

SECTION 6GETTING INVOLVEDGETTING INVOLVEDBy working together as a group you can make a real difference to yourneighbourhood. A group has a stronger voice than an individual andother organisations are more likely to listen to you.We provide support and funding to groups. However, you do need tohave a formal constitution. We can help with organising meetings andevents, producing newsletters or flyers or putting you in contact withother agencies or authorities.Area groupsIn each of our regions we have an area group made up of residents.These groups meet on a regular basis to discuss specific issues affectingtheir area.This includes monitoring local services, involvement inplanned maintenance programmes and involvement in the recruitmentof new Moat staff.You are eligible to join the local group in your area.The area groups are:• SARA (South Area Residents' Association)• LARA (London Area Residents' Association)• MERA (Moat East Residents' Association)• PHERA (Pollards Hill Estate Residents' Association).Support Users' Involvement GroupThis group is for residents with physical disabilities, learning disabilitiesor mental health problems.Moat Residents' ForumMembers involved in each of our area groups and the support serviceusers' group are nominated to join the Moat Residents' Forum.Thisforum is involved in policy and strategy, the selection of majorcontracts and proposed changes affecting all residents.Residents' conferencesWe organise a conference for all residents every two to three years.Residents are involved in planning the conference, deciding the venue,and the purpose and programme for the event.6-4

GETTING INVOLVED SECTION 6We also work with other housing providers in organising local housingconferences.Support for residentsResidents who get involved in Moat's groups and activities receivetraining and support from our community development team. All travelexpenses, phone calls and carer's costs can be claimed and reimbursedfrom Moat.We also offer access to and support with printing, photocopying, wordprocessing and office meeting rooms.GETTING INVOLVEDHave we got it right?We monitor levels of interest with different ways of being involved andwill always consider new ideas.We will encourage greater involvement by young people, people fromblack and ethnic minorities, leaseholders, shared owners and Moatresidents living in homes outside of neighbourhoods where we manageconsiderable numbers of properties.Are you interested?For more information contact the community development team inyour area on 0845 600 1006.Your neighbourhoodWe want to provide homes in neighbourhoods where people want tolive and where you can enjoy a good quality of life. Our communitydevelopment team will work with you and local partners to developnetworks of support and help to improve the quality of local services.Our approach to neighbourhood quality of lifeIn areas where we have a large number of homes, or where you orMoat believe the neighbourhood needs to improve, we will work withyou to identify the changes you would like to see. Sometimes we carry6-5

SECTION 6GETTING INVOLVEDGETTING INVOLVEDout surveys to identify what your needs are, but our plans are alwayscarried out in partnership with you. Examples of the type of work weget involved in are:• Crime and community safety initiatives - making yourneighbourhood a safer place to live. We have helped to fundcommunity wardens and work closely with local police.• Working with young people and children - linking up withother agencies to improve the range of activities and eventsavailable, helping to fund youth workers and carrying out projectswith young people are just some of the things we do.• Environmental projects - new fencing, landscaping, art projectsand other initiatives aimed at helping to increase pride in your localneighbourhood.• Increasing prosperity - through training, learning, employmentand financial initiatives.Residents' resource centresA number of Moat resource centres have been set up in partnershipwith residents.These provide advice, information about our servicesand other community services.Reaching everyoneWe want to ensure we reach all sectors of the community and that ourcommunity development activities reflect the diversity of residents. Ouraim is that no one is excluded, and we provide different options forpeople, such as translators, literature in a range of formats and disabledaccess at all offices. Please refer to the section on our approach toequality and diversity (section one).Finding out moreIf you are interested, please contact our customer service centre.6-6

FurtherinformationSECTION 7

FURTHER INFORMATION SECTION 7Further informationKeeping information about you - confidentialityAny information we receive about residents in our properties is treatedas confidential and is not disclosed to any third parties.It is important to recognise, however, that Moat employees may have alegal obligation to provide information. Working successfully inpartnership with other organisations to provide care and support toindividual residents also sometimes means sharing information.FURTHER INFORMATIONCertain bodies or agents are entitled to receive personal informationon a “need to know” basis, without the consent of the individualresident it concerns.They include:• Local authority housing benefit teams examining claims, appeals andpossible fraud• Social Services investigating possible child abuse under TheChildren's Act 1989• The police - to assist criminal investigations or anti-social behaviourclaims.Under no circumstances will Moat staff or volunteers discussconfidential details about one resident with another resident, relativeor member of the public.Recording of informationOnly relevant, accurate and up to date information will be recorded.Your filesAll residents and applicants will have an electronic file whereinformation about them and their household will be recorded.7-1

SECTION 7FURTHER INFORMATIONFURTHER INFORMATIONInformation stored in these files and any personal information on acomputer will be held in accordance with the Data Protection Act1998.Exceptional circumstancesIn certain exceptional circumstances, factual information may bedisclosed to third parties without authorisation or legal requirement ifwithholding that information represents a danger to the resident, theirhousehold, their family, a member of staff or a member of the public. Itis important that only factual information, not opinion, is shared.If such action is deemed necessary, the staff concerned will obtainauthorisation from their line manager.Access to informationYou have the right to see any information about you, whether held in apaper file or on computer, in accordance with the Data Protection Act1998.AppealIf you are unhappy with information kept on file, or feel that yourconfidentiality has been breached, you should make a complaint usingour complaints procedure.For a copy of our Complaints leaflet, please contact us or visit ourwebsite.Our complaints policyWe define a complaint as an expression of dissatisfaction about anaction, lack of action or the standard of a service provided, whether theaction was taken or service provided by Moat itself or aperson/organisation acting on our behalf, including staff andcontractors.This could include dissatisfaction with any of the following:7-2

FURTHER INFORMATION SECTION 7• The length of time taken to respond to a request for a service orfor information• Not communicating our decisions effectively• The quality of service provided• The attitude or behaviour of one or more of our staff.We have policies and procedures that detail the standards we expect inall areas of work, such as repairs or action to recover rent arrears.We also have certain legal obligations. If we do not act in accordancewith our policies or legal duties, this is cause for complaint.FURTHER INFORMATIONThe first time you report something, request a service or ask forinformation is not a complaint. Our complaints procedure starts toapply only after we have given our initial response or made the firstattempt to manage the matter for you.We have special procedures for reporting neighbour nuisance. If youare a resident having problems with a neighbour, please call ourcustomer service centre.Our staff are responsible for advising you of your right to make acomplaint and will always do so where you believe you have reason tocomplain.Who can complain?Anyone using or affected by Moat's services can make a complaint.How do I complain?There is a three stage process. We will do our best to resolvecomplaints at the first stage. It is important that you follow each stagein turn, so we can make sure your complaint is treated fairly.At any time during the process, you are entitled to use the help of arepresentative. This may be a family member, friend or professionaladviser acting in a personal capacity.Your representative may assist youand attend meetings with you, if you wish.7-3

SECTION 7FURTHER INFORMATIONFURTHER INFORMATION• Stage oneYou can make an initial complaint by phoning our customer servicecentre, writing to us, sending us an email, visiting any of our offices,filling in a complaints record form, or in person to a member ofstaff.The complaints form is available from us, on request or fromour website at www.moat.co.ukYour complaint will be recorded and we will carry out aninvestigation. Every effort will be made to resolve the complaint atthis stage.The target timescale for responding to complaints at thisstage is ten working days.• Stage twoIf you are unhappy with the response to your complaint, pleasecontact us. At Stage two your complaint becomes the responsibilityof senior management. A senior manager will investigate and willtry to resolve the matter with you.The target timescale forresolving complaints at this stage is ten working days.• Stage threeIf you are still not happy, you may choose to appeal.Your complaintwill then be considered by a panel of two Moat Board members(one of whom should be a resident) and a member of Moat'sExecutive Team.Your appeal must be sent to us in writing.A meeting will be arranged within four weeks where you will beinvited to explain the nature of your complaint. If you wish toattend the meeting, you have the right to bring someone torepresent you. We will consider requests to reimburse reasonableclaims for travel and adult care and childcare costs, if this makes iteasier for you to attend.You will be notified of the final decision inwriting within five working days of the appeal panel hearing.Housing Ombudsman ServiceIf you are still not satisfied with the response following all three stages,you can contact the Independent Housing Ombudsman.TheOmbudsman service is a publicly funded body which oversees allhousing associations and ensures that they act fairly and reasonably.TheOmbudsman will only consider complaints once all three stages in this7-4

FURTHER INFORMATION SECTION 7policy have been completed.They will notify you directly of theirfindings.Housing Ombudsman Service81 AldwychLondon WC2B 4HNTelephone: 0207 421 3800Fax: 0207 831 1942Lo-Call: 0845 7125 973Email: info@housing-ombudsman.org.ukAnti-social behaviour (ASB)FURTHER INFORMATIONOur approach to dealing with anti-social behaviour andnuisanceAnti-social behaviour covers a wide range of problems, includingbehaviour that is capable of causing nuisance or annoyance to anindividual or the wider community.Tackling anti-social behaviour is achallenge for all social landlords and one that we are determined tomeet.We will work in partnership with you and other agencies to resolvesituations where people's lives are being affected by the unacceptablebehaviour of others. We take reports of anti-social behaviour veryseriously and we are prepared to take a tough stance. We will not letthe actions of a few ruin the efforts of most people, who want to livetheir lives in a pleasant, peaceful and safe environment.We recognisethat sometimes legal action is appropriate and necessary.What you should do if you have a complaint about yourneighboursIf you have a complaint about someone living near you, you should firsttry to resolve the problem directly with them before you contact us, ifyou feel comfortable doing this.Talking to the person and explaining thesituation can help them to understand the impact it is having on youand the discomfort it is causing. Efforts to compromise and to see eachother's point of view often go a long way towards resolving theproblem harmoniously between yourselves.7-5

SECTION 7FURTHER INFORMATIONFURTHER INFORMATIONWhat you should do if the problem remains unresolvedIf you have tried talking to the person and this has made no difference,you should call us to discuss how to deal with it. The level of ourinvolvement will depend on your situation. This can vary from practicaladvice to legal action against the person causing the nuisance. We willlisten to your views and agree an action plan, clearly outlining what willhappen next.If the problem is noise nuisance, you should report it to theEnvironmental Health Department at your local authority as well as toMoat. Local authorities have a duty to take reasonable, practical stepsto investigate complaints of noise nuisance. They use equipment tomeasure the level of noise and make an accurate recording, which maybe used as evidence in court against the perpetrators. The localauthority can also issue a noise abatement notice. Failure to complywith a notice can lead to a fine or removal of the equipment creatingthe noise.What needs to happen to follow this through?We will probably ask you to keep a written record (diary sheets) of allincidents of anti-social behaviour. This is important, as your writtenrecord of what happens and when will help us assess the impact onyour household and the neighbourhood. A record of every incidentshould be made immediately or as soon after the event as possible.There are several ways we can tackle the anti-social behaviour,including:• Mediation• Acceptable behaviour contracts (ABCs) and parental controlagreements• Estate action plans• Referral to our housing support services, or other agencies.If these fail to stop the problems, or the case is serious enough, we willapply to the courts. If we decide to take legal action, we will need topresent written records and statements from witnesses as evidence incourt.7-6

FURTHER INFORMATION SECTION 7Legal action does not necessarily lead to the perpetrators beingevicted. We have several 'controlling' options available to us, such as:• Anti-social behaviour injunctions (ASBIs)• Demoted tenancies• Anti-social behaviour orders (ASBOs)• Parenting orders.We may also work closely with the police and local authority, whichcan lead to:• Noise abatement notices and seizure of equipmentFURTHER INFORMATION• ASB closure orders• Drugs closure orders.As a last resort, or where the behaviour is persistent, we may apply forpossession proceedings (eviction).Supporting youYou may worry that appearing as a witness in court will be intimidating.You may also find waiting a long time to resolve the anti-socialbehaviour extremely frustrating, especially if the person causing theproblems lives close to you. Moat will support you throughout and,where appropriate, provide extra support.If you need helpIf you feel in danger at any time, you must call 999 immediately.Acts of intimidation, vandalism, fly-tipping, graffiti spraying, etc, must alsobe reported to the police and to Moat. We will make sure you have adirect contact telephone number in case you need to get in touch atany time during office hours.Our customer service centre is also available to help if you havequeries regarding the completion of the written record orunderstanding the action plan made.7-7

SECTION 7FURTHER INFORMATIONFURTHER INFORMATIONUseful contactsWe have listed here some organisations and websites that you may finduseful. All telephone numbers in this section are correct as atSeptember 2009.Victim SupportVictim Support is the national charitywhich helps people affected by crimein England and Wales.They give freeand confidential support to help youdeal with what you have been throughas avictim or witness, whether or notyou report the crime to the police. 0845 30 30 900Citizens Advice Bureau -Advice GuideFor advice on benefits, employment,debt, education, the legal systemand health.www.adviceguide.org.ukEquality and HumanEngland - race, age, gender,Rights Commissionsexual orientation, religionThe Equality and Human Rights and belief and human rightsCommission champions equality and 0845 604 6610human rights for all, working toeliminate discrimination, reduce England - disabilityinequality, protect human rights and Mon,Tue,Thu, Fri 9am-5pm;build good relations, ensuring that Wed 9am-8pmeveryone has a fair chance to 08457 622 633participate in society.www.equalityhumanrights.comAssociation of British CreditUnions (ABCUL)Find out how easy it is to save with acredit union, how little a credit unionloan costs, how to start up a newcredit union, and information about 0161 832 3694ABCUL itself.www.abcul.org7-8

FURTHER INFORMATION SECTION 7Department of Workand PensionsThis is the government departmentthat deals directly with all benefits.It also holds details of local benefit 0800 88 22 00offices.www.dwp.gov.ukGingerbreadThis charity offers practical and Mon,Tue,Thu, Fri 9am-5pmemotional support to lone parents Wed 9am-8pmand their children and campaigns 0800 018 5026on their behalf.www.gingerbread.org.ukFURTHER INFORMATIONHomes and CommunitiesAgency/Tenant ServicesAuthorityThe Homes and CommunitiesAgency is responsible for investingpublic money in housing associations 0300 1234 500and for protecting that investment. www.homesandcommunities.co.ukThe Tenant Services Authority isthe body responsible for regulating 0845 230 7000all housing associations in England. www.tenantservicesauthority.orgGas Escape call 0800 111 999Samaritans - 24 hour lineThe Samaritans providesconfidential, non-judgementalemotional support, 24 hours a day,for people who are experiencingfeelings of distress or despair,including those which may lead 08457 90 90 90to suicide.www.samaritans.org7-9

SECTION 7FURTHER INFORMATIONFURTHER INFORMATIONDomestic violenceWoman's Aid is the nationaldomestic violence charity, helpingup to 250,000 women and childrenevery year. It works to endviolence against women andchildren, and supports over 500domestic and sexual violenceservices across the country.ChildlineChildline is the free, 24 hourhelpline for children and youngpeople in the UK. Children andyoung people can call the helplineabout any problem, at any time, dayor night. Childline's counsellors arethere to help you find ways to sortthings out.RSPCAThere are now 323 uniformedRSPCA inspectors and 146 animalcollection officers in England andWales, working round the clock tosave animals in distress.ShelterShelter is a national organisationwith local offices, working toimprove the lives of homeless andbadly housed people.They providefree, professional and independentadvice to over 170,000 peopleeach year throughout England andScotland.24 hour National DomesticViolence Helpline: freephone0808 2000 2470800 1111www.childline.org.ukCruelty Line: 0800 1234 999www.rspca.org.uk0808 800 4444 - Seven days aweek, 8am until midnightwww.shelter.org.uk7-10

FURTHER INFORMATION SECTION 7RelateRelate offers a wide range ofservices for couples, families andindividuals.They support peoplethrough all stages of theirrelationships.You can access theirsupport on your own or withothers, face-to-face, on the phoneor on the internet.0845 130 4016www.relate.org.ukFURTHER INFORMATION7-11

moatMoatMariner HouseGalleon BoulevardCrossswaysDartfordKent DA2 6QE0845 600 1006www.moat.co.ukcustomer@moat.co.uk