Residents Handbook - Worthing Homes

Residents Handbook2006

Welcome to Worthing HomesResidents Handbook - 2nd EditionWe have produced this handbook as a guide to help you live in your home. Itcontains useful information about the Company, about the services we provideand your rights and responsibilities as a tenant.If you are a leaseholder there is a handbook designed for your specific use.Please ask our Sales and Leasehold Officer for a copy if you do not alreadyhave one.While we have tried to include as much information as possible, if you wouldlike to know anything further, we would be pleased to help. This handbook willbe updated from time to time and if you would like to see other areas of theCompany’s work included, please let us know. We are committed to providingour residents with a high level of service, expanding and improving it whereverpossible.The Board of Directors and Staff of Worthing HomesThis handbook is intended for guidance only and does not form part of yourTenancy Agreement, which is the legal document covering the terms andconditions of your tenancy.Your Neighbourhood Housing Officer is ________________________________Direct dial number 01903 7031 ________________________________________Email _______________________________________________________________2March 2006

Contents1. About Worthing Homes Limited2. Moving In3. Your Tenancy4. Living in your Home & Community5. Rents and Service Charges6. Benefits7. Repairs8. Maintaining & Improving your Home9. Getting Involved10. Supporting Independent Living11. Moving On12. Ending your Tenancy13. Useful contacts3

We are committed to:building neighbourhoodsproviding homes4

1 About Worthing Homes LimitedIntroduction 6How to contact us 6Our customer service standards 7Customer Feedback and Complaints 8Equality and diversity 9Using our website 9Home News 10Access to personal information 105

61 About Worthing Homes LimitedIntroductionWorthing Homes was formed in 1999 and is a local housing company limitedby share. This means we are a non-profit making organisation and are notpermitted to distribute our surpluses to our Directors or shareholders. Anysurpluses are ploughed back into our homes and services.Worthing Homes is a registered social landlord which means we are regulatedand monitored by the Housing Corporation. We are registered as a charity withthe Charity Commission, which also regulates the way we conduct ouractivities.We own around 2,500 homes in the Worthing area and work in partnership withother organisations to provide services to many more. We also provide adispersed alarm service to many people within the community.Our core values of■ Honesty■ Respect■ ProfessionalismUnderpin the approach we take in all aspects of our work.Our aims are to■ Help meet local housing needs having particular regard to Worthing andthe coastal strip■ Provide a best value customer-focussed service■ Ensure the best possible environment is created in the neighbourhoods inwhich we work■ Maintain our financial viability■ Promote our standing and identity in the community■ Develop staff to achieve the aims and objectives of the organisationHow to contact usYou are very welcome to contact us either in person, by telephone, email or viaour website.Office:Worthing Homes Limited, Davison House,North Street, Worthing BN11 1ERTelephone: 01903 703100(for direct numbers see Useful Contacts on page 78)Opening Hours: 9.00am to 5.00pm – Monday to FridayOut of HoursEmergencies: 01903 703100Website:www.worthing-homes.org.uk

Our Customer Service StandardsCommunicationsWe aim to provide a customer-focussed and continually improving service. Allof our customers will be treated equally with respect and courtesy at all times.We will use a variety of communication methods to meet your needs and atranslation service on request.However we communicate with you we will:■ Be prompt polite open and honest■ Provide you with our name■ Wear a name badgeTelephone callsWe will:■ Aim to answer your telephone call within 4 rings■ Respond to telephone messages by the next working day■ Provide a telephone interpretation service if required■ Have someone available to deal with urgent enquiriesVisiting our officeWe will:■ Have someone available to deal with urgent enquiries every working day■ Provide private interview facilities■ Ensure our building is accessibleLetters and publicationsWe will:■ Ensure our publications and letters are clear and written in plain language■ Aim to reply to your letter within 5 working days■ Provide large print and audio tapes on requestHome visitsWe will:■ Show you identification■ Keep the appointments we make with you7

8Customer Feedback and ComplaintsWe aim to provide excellent services to our customers at all times butrecognise that on occasions we may fail to do so. In order to continuallyimprove our services and to be sure we are providing the service you want, weneed you to tell us if you have been unhappy with the service you havereceived. Our Customer Feedback and Complaints Procedure is available fromthe Company’s office as well as an information leaflet to help you use thisprocess.You can make a complaint in person, by telephone, or in writing. Our aim is toidentify and remedy failures as speedily as possible. During investigation ofcomplaints we will keep our customers informed of any progress. We will dealwith complaints fairly and equitably and with a minimum of delay.In summary, our Complaints Policy consists of:Stage 1 – After we have received a completed Feedback form, we will write toyou acknowledging this within 2 working days. A named manager willinvestigate your complaint and a written reply will be sent to you within 21 daysof the date of the acknowledgement letter. If a full response cannot be madewithin 21 days, the manager will write to let you know why and advise youwhen you will receive a full reply.Stage 2 – If you are not happy with the response to your complaint you can askfor it to be considered by the ‘Review Panel’. This request should be made tous in writing within 28 days. We will acknowledge receipt of your request forreview within 2 working days. Your case will then be re-investigated. If youwish, you can explain your complaint to the Panel in person before they maketheir final decision. Our Chief Executive will complete a written review within 10working days of the Review Panel meeting.Housing Ombudsman ServiceIf you are still not happy with the outcome, you may make a further complaintto the Housing Ombudsman Service who will independently review yourcomplaint. Please note that only tenants, leaseholders and applicants will havetheir complaints considered by the Housing Ombudsman Service.You will need to have been through all of the stages explained above beforethe Ombudsman will consider your complaint.An information leaflet is available at the company’s office or at any of thesheltered housing schemes.CompensationIf there has been serious failure in the service we provide, we may pay youcompensation. Payments are only offered where the complainant has sufferedactual monetary loss or considerable inconvenience or delay in an actionbeing carried.

Broken appointmentsIf we break an appointment with you and do not tell you of this beforehand, wewill make a compensatory payment to you.If you fail to keep an appointment, we may charge you for this.Equality and diversityWorthing Homes is committed to identifying and tackling issues in relation toequality and diversity. We seek to achieve equality of treatment for all ourcustomers, without discrimination or prejudice on the grounds of a person’srace, colour, nationality, religion, disability, age, gender, and sexual orientation.This statement covers the delivery of services, employment of staff andoperation of the Board and committees.All employees are required to follow and implement our policies on equalityand diversity and to undergo any training and development activitiesassociated with that policy.To ensure the implementation of this policy the Company will:■ Monitor performance and ensure consistency in the application ofthis policy■ Ensure compliance with this statement and the Housing Corporation’sRegulatory Code and Guidance■ Regularly review the policy■ Promote best practice■ Have regard to all relevant legislation, rules, guidance and regulationUsing our websiteWorthing Homes website is full of useful information about living in your home.You will find details of the housing management services we provide andadvice on these matters. You can also report your repairs and find out howlong it will take for them to be completed.The Development Team also provide information on new building developmentprojects including shared ownership opportunities.9

Access to personal information under Data Protection Act 1998Requests to view personal information held on file should be made to the DataController at Worthing Homes Limited, Davison House, North Street, Worthing,BN11 1ER.You will need to complete an application form and submit the fee of £10.Home NewsThis is the name of our quarterly newsletter. It is an important part of ourcommunications with our customers, it is sent directly to all of our tenants andis also available on our website.It provides information on a range of subjects affecting you in a manner that isboth entertaining and easy to digest.We welcome contributions from our customers and actively encourage anyonewith an interest to join our Editorial Panel to help decide on content and format.Home NewsWinter 2005HARD WORK RECOGNISED AT AGMThe Winners of theWorthing Homes CommunityAwards 2005 werehonoured at our AGM inSeptember. Voted for byWorthing Homes customers and otherWorthing residents, each winner received acertificate, award trophy and for theWorthy winners (l to r) Ted Cranham, Keith Long,Community Involvement Awards, a chequeHilary Leeves and Shaun Hopper (Brambers)for £1000 to assist with their project.Home NewsDavison House, North Street, Worthing, BN11 1ERContactInformationHomeNews published by Worthing Homes Limitedand is distributed free to all customers.LARGE PRINT AND AUDIO VERSIONS OFHOME NEWS ARE AVAILABLE. ASK TO GO ONOUR MAILING LIST.Chief Executive:Robin King 703110rking@worthing-homes.org.ukEditor:Sue Brown 703132sbrown@worthing-homes.org.ukReception and mainswitchboard number: 703100Fax: 703111Website:www.worthing-homes.org.ukE-Mail:info@worthinghomes.org.ukTypetalk Exchange: 0800 95 95 98(You will need to quote the relevant Worthing HomesLimited telephone number)Please contact the department youneed on the direct dial number listedbelow:Repairs /Day to Day Maintenance: 703101Contractor of the Year - BramberTHE RESOURCE CENTRE Construction Co. Ltd.AT DAVISON HOUSEContractor Customer Care - Keith LongDavison Allsorts Club Electrical ServicesAn informal social club that meets onTuesday afternoons once a month. WeGood Neighbour Award - Ted Cranhamusually have a speaker along to talk abouta subject of interest.Everyone is welcome - free refreshments Community Involvement Awards - Goodavailable. Make a date in your diary Neighbour now Volunteer Serviceand ring Sue Brown on 703132 to bookyour place.ALL MEETINGS BEGIN AT 2 PMTuesday 7 FebruaryThe ancient art ofcrystal healingby Rosemary ColeTuesday 7 March 2006Ian Hewlett receivinghis retirement gifts atthe AGM inAfternoon with SeptemberWorthing Society ofModel EngineersThe AGM also marked the retirement oftwo of our long-standing Tenant Directors,John Blann and Ian Hewlett.We would like to thank them both for allthat they have done over the years,representing the views of our customers onour Board and wish them both a long andhappy retirement.Ian was able to be at the meeting and waspresented with a bird bath and bird tablefor his garden. John, unfortunately, wasunable to attend but a small presentationwill be made to him later in the year.For the second year running, Brambers wonthis prestigious award.For providing excellent value for money, aswell as a high standard of customer care toour tenants.As one voter put it, “This gentleman is thetype of neighbour everyone dreams of”.For providing a befriending service forpeople who live alone and a Help AfterHospital Service, offering short-term helpand support to older people who have beendischarged from hospital.Wishing all our customers avery Happy Christmas and NewYear.Please note that our offices willbe shut from 4.00pm on 23December 2005 until 9.00am on3 January 2006.In anemergency,our servicesmay beaccessedvia 01903703100.Non urgent repairs can also be reported through ourwebsite www.worthing-homes.org.uk.Emergency repair line outside office hours: 703100Contact Greenspace on 703121or Greenspace@worthing-homes.org.uk10Housing Services: 703102Care Services / Careline: 703103Planned Maintenance: 703104plannedmaintenance@worthing-homes.org.ukFinance: 703105Tenant Director (West Worthing):Ginny Hewlett 605951Tenant Director (East Worthing):Bernard Notley 233171FREE Pension Advice with thePension ServiceEvery Tuesday Morning at The Resource Centre atDavison House, North Street, Worthing.9.30 am to 12.30 pmYou can either drop in on a Tuesday morning or ringWorthing 286121 to make an appointment

2 Moving InTips for moving house 12What you need to do 12What Worthing Homes will do 1211

2 Moving InWe want you to be happy in your new home and will be happy to give youadvice and assistance.We have already given you specific information about your new home and theworks we will carry out over the next few weeks along with information on theservices we offer. The following is offered to help you at this very busy time.Tips for moving houseYou mustTell your local Council your new address and moving in date. If you arereceiving Council Tax or Housing Benefit you must do this immediately or youmay lose benefits you are entitled to.Contact Gas, Electricity and Water suppliers to register an account in yourname and ask them to come and read the meters. You may also find it usefulto take your own reading and check them when you get your first billArrange home contents insurance for your home – see pages 21 and 22.Arrange to move inIf you are moving out, be sure to leave the home you are vacating empty of allyour possessions and any rubbish as well as in good repair and return thekeys to Worthing Homes.It is also a good idea to:■ Arrange to have your mail re-directed■ Change your address details with your bank, the Benefits Agency, youremployer and any other contacts■ Get a spare set of keys cut for your new home – we do not keep spare keysWe willHave inspected your home and carried out any necessary repairs orimprovements.Have checked all electrical and gas fittings and you will be issued with aninspection certificate.If there are repairs to your home that cannot be completed before you move in,we will discuss this with you and finish the work as soon as possible.If after you have moved in, there any repairs that have not been identified thenplease contact us, and we will arrange an inspection.Now is a good time to think about getting involved with Worthing Homes –see pages 55 to 60.12

3 Your TenancyAssured TenancyAssured Shorthold TenancyStarter TenancyPearson’s and St Elizabeth’s Cottage Homes CharityOther tenanciesJoint tenanciesEviction13

3 Your TenancyThe following are the main types of tenancies available to our residents. In allcases the type of tenancy we offer you will be clearly stated on the agreementand the main terms of the agreement discussed with you. The TenancyAgreement is the document you signed at the start of your tenancy or morerecently when changes were made to the conditions of the agreement. It is alegal contract between Worthing Homes and you the resident. It sets out yourrights and responsibilities and also our obligations.These are explained in more detail throughout this handbook.Assured TenancyMost of our residents hold Assured Tenancies. This is the most secure type oftenancy we are able to offer and provides you with many rights.As an Assured Tenant you can stay in your home as long as you wish if youkeep to the terms of the agreement. This is known as security of tenure,meaning the length of time you can stay in your home.Assured Shorthold TenancyWe also offer Assured Shorthold Tenancies under certain conditions. Thesetenancies are usually granted to people to whom we have agreed to offertemporary accommodation following a homeless application to WorthingBorough Council. Worthing Homes is your landlord.With an Assured Shorthold tenancy you must give up the tenancy if we requireyou to do so.Starter TenanciesStarter Tenancies are very similar to Assured Shorthold Tenancies in that theydo not have all the rights and benefits available to an Assured Tenant and theyonly last for a fixed amount of time. The first year is a probationary periodwhere we will check you are able to keep to the tenancy conditions andappropriate support will be provided if necessary. The Starter Tenancy periodcould be extended or ended if this is appropriate.Tenants who satisfactorily complete the first year as ‘Starter Tenants’ will beoffered an Assured Tenancy and access to further benefits such as transfers,the right to carry out a mutual exchange and succession rights.This type of tenancy will be offered to all new tenants to Worthing Homes frommid 2006.14

Pearson’s and St Elizabeth’s Cottage Homes CharityWorthing Homes have been appointed as Trustee of the Pearson’s and StElizabeth’s Cottage Homes Charity and have arranged for their staff to managethe properties. If you are a resident of Pearson’s and St Elizabeth’s CottageHomes, you will have a different agreement called a Letter of Appointment butmany of the services we offer will be the same as detailed in this handbook.You also do not hold a tenancy. The type of agreement you hold is called alicence. Please see your letter of appointment or Scheme Manager for furtherdetails. (see contacts page 78).Other TenanciesWe manage a small number of properties for other organisations under variousagreements including service licences and non secure tenancies; pleasecontact Housing Services for further information. (see contacts page 78).Joint TenancyYou may be a joint tenant of all of the above tenancies. Please note thatresidents of the Pearson’s and St Elizabeth’s Cottage Homes Charity propertiesare not tenants so this does not apply.A joint tenant is where two or more people sign the Tenancy Agreement andare equally responsible for all of the tenancy conditions. This means both areequally responsible for paying the rent and service charges. If one tenantmoves out, both tenants are still responsible for the charges and anyoutstanding arrears. Each joint tenant is responsible for making sure theconditions of the Tenancy Agreement are not broken.Succession to TenancyYour partner, wife or husband can inherit your tenancy in the event of yourdeath. Another member of your family who has been living with you for at leastone year may also be able to do so under certain circumstances, but mayneed to move to smaller accommodation.This does not apply if you inherited the tenancy as there can be only onesuccession.Please contact Housing Services for more information.15

Losing your tenancy - EvictionYour tenancy may be ended if you break the terms of your tenancy as set outin the Tenancy Agreement.We will take the following action:■ We will contact you about the breach of the agreement and tell you whatwe expect you to do about it■ We will warn you in writing that we will take legal proceedings if there is nota positive change to the situation. For most tenancies this is called a‘Notice Seeking Possession’■ If there is no improvement, we will apply to the County Court for aPossession Order. We will have to prove to the Court that you have failed tomeet the terms of your tenancy■ The Court will usually grant us an Order for Possession■ We will end your tenancyOur aim is to provide homes not take them away and we will only take stepsto repossess your home where there is no reasonable alternative.16

4 Living in your Homeand CommunityParking and vehiclesGaragesSafety in your homeSecurity in your homeCommunal door entry systemsInsuranceSmoke alarmsFireAnti-social behaviourHarassmentDomestic violencePetsRubbishRats, mice and other pestsRunning a businessEnergy saving tips17

4 Living in Your Homeand CommunityThis chapter provides you with some useful information to help you live happilyin your home. It outlines some of the services we offer along with some moredetail on what you can expect from us as a landlord and what we expect fromyou as our tenant.Your Tenancy Agreement is the legal document that details your rights andyour responsibilities. As part of our commitment to providing you with the bestpossible environment to live in, we take these rights and responsibilities veryseriously. We work hard to ensure that we fully comply with all of ourobligations under the Tenancy Agreement and ask that you do the same. If youbreach any of your obligations, we will do all we reasonably can to enforcethem and if necessary, this can mean that we will bring your tenancy to an end.Parking and vehiclesWhere can you park?Often we will provide parking spaces for you and your visitors. YourNeighbourhood Housing Officer will tell you of the parking available in yourlocality. Please be considerate when parking and only use properlyconstructed parking facilities. Be careful not to cause a danger or obstructionto other drivers, cyclists, pedestrians or the emergency services.Parking facilities are not for use by commercial, unroadworthy vehicles,caravans or for carrying out major car repairs. Frequent repairing of vehiclesby tenants, members of their household or visitors is not allowed on theneighbourhood’s roads, drives or parking areas.Please do not park vehicles on any communal area or open space; this will ruinthe grass and make it difficult for our gardeners to maintain it properly.Please do not leave any untaxed or unroadworthy vehicles on our land. After awarning it will be removed and the cost of this may be recharged to you. Ifyou see any untaxed vehicles, please report this to your NeighbourhoodHousing Officer.Please watch your speed when driving around residential areas. Recklessdriving can be a nuisance and may cause you to be in breach of your tenancy.18

GaragesWe have many garages available for rent. If you would like to rent a garage,please contact your Neighbourhood Housing Officer for further information.If you have a garage with your home or are renting a garage, please use thisfor parking your car and not for general storage or to store flammable orcorrosive material. You must not cause nuisance to other residents by carryingout major vehicle repairs or use the garage site for business purposes.Safety in your homeEvery year people are killed or injured by accidents in the home. Youngchildren and older people are especially at risk.General tips for living safely in your home■■■■■■■■■■Change light bulbs safely – use a step stool to prevent the risk of falling.Avoid climbing on chairsAvoid trips, slips and falls – ensure halls and stairways are always well litand free from clutter. Always clear up any spillages immediatelyStay safe from fire – test smoke alarms monthly and ensure that all thefamily know how to escape in the event of a fireDon’t risk electrocution – do not take electrical appliances into the bathroom.Water is a good conductor of electricity so you should never touch electricalappliances with wet hands. Keep children away from electrical sockets anduse safety covers on sockets when you are not using themReduce the risk of electrical fires and electrocution – never use applianceswith cracked plugs or worn cables. Avoid overloading electric sockets withtoo many appliancesAvoid fire risks – use guards with fires and heaters and keep clothing,furniture and curtains away from all heat sources, including candlesAvoid burns and scalds – always use the cooker’s back ring or hotplatefirst and position the panhandles so that they cannot be pulled over. Keepchildren away from the cooker and hot drinksAvoid bath-time scalds – run the cold water first and test the temperature,particularly before bathing children who should never be left unattendedMinimise risk of falls from windows – install non-locking restrictor catcheson all upstairs windows. Place furniture away from windowsStore chemicals and household medicines out of sight and reach of childrenIf you would like more information please contact RoSPA (Royal Society for thePrevention of Accidents). Telephone: 0121 248 2000 or go to: www.rospa.com.19

Security in your homeGeneral tips for security in your home■ Close and secure all windows and doors when you leave your home■ Ask for identification (ID) from anyone that comes to your door. Do not letanyone in unless you know them or have seen their ID. All our staff willhave official identification showing Worthing Homes logo, their name andphotograph■ Our Contractors will also carry identification■ Use timers to turn on the lights or lamps while you are away to make it looklike somebody is at home■ Cancel all deliveries when you go awayDO NOT■ Leave your curtains drawn in the daytime■ Leave your keys under the mat or in other obvious places■ Leave your keys on a piece of string behind the letterbox■ Leave notes for callers saying when you will be backCommunal door entry systemsThese are designed for your safety and the security of your home.■ Only allow access to your own visitors■ Never let a stranger in on someone else’s behalf■ Never prop open communal doors – this is a security and fire risk, and itmay cause damage to the door entry systemInsuranceBuildings InsuranceThis covers the structure of your home including walls, window frames,communal areas and roofs. It protects against damage caused by fire, flood,burglary or subsidence. It does not cover against gradual deterioration orwear and tear.Worthing Homes holds this insurance for your home and it is paid for as partof your rent.We do not insure your belongings and strongly recommend that you takeout home contents insurance. Please read on to find out about the WorthingHomes Home Contents Insurance Scheme.20

Home Contents InsuranceThis covers your personal belongings such as furniture and carpets, clothes,stereo equipment and computers. It usually protects you against damage orloss caused by fire, flood and burglary.The only time we take any responsibility for damage or loss is if we, or any ofour contractors, have been negligent.If you live in a flat you are also advised to take out insurance to cover you incase you cause damage which affects your neighbour’s flat such as waterdamage caused by a faulty or poorly plumbed washing machine.If you suffer damage because of a fault caused by a neighbour such as flood,you may be able to claim under their insurance or take legal action againstthem. Our buildings insurance would not cover this but it would cover damageto the structure of the property.Insurance SchemeWorthing Homes has joined together with a reputable insurance broker toprovide an Insurance plan that is specifically designed for tenants andleaseholders. It offers a number of benefits which are of real value:■ Very low cost■ Convenient payment methods■ Fast, efficient claims serviceWhat does the policy cover?It covers all of your household contents against a wide range of unforeseenhazards including new for old cover (except for clothing and bed linen).The policy has no excess and avoids ‘insurance small print’.The policy also covers:■ £300 for money and credit cards■■■■Accidental damage to pictures, bathroom fittings and home entertainmentequipment£200 for frozen food£2,000 one off payment in the event of accidental death£1 million for claims made against you by other people for injury orproperty damage caused by your negligence21

How much does the insurance cost?The chart below gives you the exact cost for your chosen payment method,and there are three payment options.Payment Options Annually Monthly FortnightlySum Insured Yearly Monthly FortnightlyPayment Payment Payment£6,000 * £35.34 £3.48 £1.89£8,000 £47.13 £4.46 £2.34£10,000 £58.91 £5.44 £2.80£12,000 £70.69 £6.42 £3.25£14,000 £82.47 £7.40 £3.70£16,000 £94.25 £8.39 £4.16£18,000 £106.03 £9.37 £4.61£20,000 £117.81 £10.35 £5.06£22,000 £129.60 £11.33 £5.52£24,000 £141.38 £12.31 £5.97£26,000 £153.16 £13.29 £6.42£28,000 £164.94 £14.28 £6.88£30,000 £176.72 £15.26 £7.33£6,000 * sum insured available for sheltered housing only.All prices quoted are applicable for the year 2005/06 and may be subject tochange.For more details and the current prices please contact your NeighbourhoodHousing Officer.22

Smoke AlarmsMake sure your home has a smoke alarm unit installed. If we have not yet fittedyour home with a mains operated smoke alarm you may fit your own batteryoperated alarm. The Fire Service will be happy to advise you on this.We currently use or will endeavour to provide in the future the following typesof alarms:■■■■Mains operated detectors linked to the Alarm Call Centre SchemesMains operated detectors in communal areas of flats protected by doorentry systemsMains operated detectors to all dwellings when they are rewiredDetectors fitted by the Company are mains operated with either battery orcapacitor back-up so that the detector will still sound in the event of mainselectrical failureTesting and maintenance■ Units have test buttons which should be pressed once a month to ensurethat the alarm is working■ A low battery warning signal is incorporated which sounds every 45seconds for up to 30 days when the battery needs replacing■ It is your responsibility to ensure cleaning of the detector and changingof batteries■ In the event of false alarms, e.g. food being burnt, doors and windows shouldbe opened and fresh air fanned in front of the detector to remove the smokeFireIf there is a fire leave the room straight away, shutting the door behind you andget yourself out of the building, warning others if it is safe to do so. Do not attemptto put the fire out unless you are sure that you can do so quickly and safely.Call the Fire Brigade on 999 and give the exact address.Anti-Social BehaviourWe are committed to working with our residents and other local stakeholders toprovide the best possible environment for you to live in. Most people live happilyalongside their neighbours and do not experience any difficulties. However, wecan help you if you do need support or you believe you are being disturbed orthreatened in any way. We urge you to contact us as we take these reports veryseriously and have a number of policies in place to provide help.Initially, we encourage people who are experiencing anti-social behaviour toresolve the problem informally by talking to their neighbours. If this is notpossible, please contact your Neighbourhood Housing Officer.23

Summary of Policy and ProceduresOur commitmentWorthing Homes aims to ensure that all complaints of Anti-Social Behaviour(ASB)/ Nuisance and Breaches of Tenancy Conditions are dealt with promptlyand effectively.Worthing Homes has adopted specific policy and procedures for dealing withASB/ Nuisance and Breaches of tenancy conditions to ensure that appropriateaction is taken to tackle the problem and promote a safe and pleasantenvironment.Worthing Homes is committed to doing all it practically can to eradicate ASB.We have signed up to an Information Exchange Protocol with Worthing andAdur Crime and Disorder Reduction Partnership. We work jointly with SussexPolice and other Registered Social Landlords to tackle and solve specific ASBproblems with a multi-agency approach.Worthing Homes will train staff involved in service delivery on Worthing Homes’policies and procedures and their associated responsibilities.Multi-agency partnership/ Information Exchange ProtocolReferrals can be made to the ASB Case Worker who will work with appropriateagencies to tackle ABS effectively; this may include action against owneroccupiers or other tenures to protect our tenants. The caseworker will carry outthe following actions:■■■■■■Call a meeting/ problem solving groupCollate reports of ASB and gather evidenceAgree suggested action, such as an Acceptable Behaviour ContractIdentify the Lead AgencyIdentify who can be a witnessEnsure that the case is progressed through the appropriate actions agreedOther legal action may include■■■■Anti-Social Behaviour OrderDemotion of TenancyInjunctionPossession Hearing24

Definitions of ASBThe Government has defined ABS as‘Behaviour which causes (or is likely to cause) harassment, alarm or distress toone or more people from another household’.A list of examples may include:■■■■■■■■■Noise nuisanceUsing or threatening to use premises for immoral or illegal purposesViolence or threats of violence, or violence against propertyDomestic violence – see Domestic Violence Policy for further definitionsAggressive and threatening language and behaviourIntimidation or Harassment – see Harassment policy for further definitionsThe fouling of public areasGraffitiFly tippingOur Tenants’ ObligationsYour obligations are set out in the Tenancy Agreement. You are responsible foryour own behaviour and conduct and the behaviour and conduct of peoplewho live with you and visit you.PreventionWorthing Homes has a range of initiatives which are essential in preventingASB/ Nuisance and Breaches of Tenancy Conditions, these include:■■■■■■■MediationFloating SupportWorking closely with the Police, local Council and other relevant agenciesDesigning new properties with features to enhance securityEnsuring that tenancy obligations relating to ASB are clearly explained at‘Sign Up’ interviewRemoving graffiti promptlySupporting local schemes and projects that provide diversionary activitiesfor young people.25

Access to informationWorthing Homes will ensure that complainants are given appropriate advice.We will assist with liaising with relevant specialist agencies to ensure that,where necessary, witnesses of ASB, racial harassment or domestic violencehave access to appropriate advice, support or protection.Our policies and procedures will be made available to anyone who requests acopy upon payment of a reasonable fee. The Summary of our current policyand procedures on ASB is provided to any person who requests it at nocharge.ConfidentialityWorthing Homes will not reveal details of a complainant although the otherparty may make an assumption about the source of the complaint. If the mattergoes to Court, complainants may be required to give evidence; however,permission will be sought prior to any disclosure of information to theperpetrator.Other relevant policies■■■■■HarassmentDomestic ViolenceTransfersEquality & DiversityResident Involvement StrategyHelpful tips if you have problems withyour neighboursTalk to your neighbour about the problem. A friendly, reasonable approach todiscuss the problem is usually the best approach, and is more likely to besuccessful than putting a note through the door, which can seem unfriendly.Remember, people are often unaware that they or someone in their householdare causing you a nuisance.Before you speak to your neighbours, here are some helpful tips to help youprepare:■ Think about what you are going to say before approaching your neighbour■ Have a clear and simple message in mind; don’t stray from the main issue■ Be clear about what the problem is and how it affects you■ Try talking to a friend, local local Landlord or local advice agency such asthe Citizens Advice Bureau26

Tips for when you speak to your neighbour:■ Try to stay calm and friendly. Being aggressive is not going to help■ When explaining what the problem is, tell them how you feel and how itaffects you■ Listen to your neighbour. They too may have a view, and better results canbe achieved if people listen as well as talk – try not to interrupt when theyare talking■ Avoid bringing up any incidents that may have happened in the past,especially if they are not relevant to the present dispute. Try to think howyou want things to change for the future■ If your neighbour is aggressive or unreasonable – leave the discussion.■ If you think you are in danger or your neighbour threatens you withviolence, contact the Police and inform us■ If the Police are involved, always ask them for a crime number – this isimportant if further investigation is necessaryIn an emergency call 999MediationMediation is an opportunity to resolve the differences between people. Thepurpose is to encourage people to talk openly in a neutral setting with the helpof an independent person called a mediator.It is informal, confidential and it enables people to air their grievances. Theskilled mediators can build bridges between people so they can once againget along peacefully as neighbours.It is not necessary to get your neighbours agreement before going to themediation service. Usually the mediator will visit each person involved in thedispute separately to help them decide what they want.What if talking to my neighbour makes no difference?There are a number of things to help resolve the problem. These are the stepsyou can take:■■■■Keep a diary of what the problem is, when it happened, what happened,the duration and how it affected you. Keeping a diary will help if evidenceof the problem is needed at a later stage to take formal actionConsider mediationIf the problem is noise, you can ask for advice from your EnvironmentalHealth Service, Worthing Borough Council – Tel: 01903 239999Seek advice from a Solicitor – they may advise sending a letter to yourneighbour, or applying for an injunction (a Court Order ordering yourneighbour to behave properly)27

HarassmentHarassment is the interference with a person’s comfort or safety. It can bephysical or verbal abuse or intimidation. It includes attacks on and damage toproperty.A racist incident is any incident which is perceived to be racist by the victim orany other person on the grounds of a person’s ethnic origin, race, colour orreligion.Sexual harassment is interference with a person’s comfort or safety on groundsof their gender or sexual orientation.Worthing Homes takes reports of harassment very seriously and has adoptedspecific policy and procedures to deal with reports promptly and effectively.We also have strong partnerships with other agencies for investigating andtackling complaints of harassment.Domestic violenceThis can happen in any kind of relationship. Domestic Violence is ‘Physical,psychological, sexual or financial violence that takes place within an intimate orfamily-type relationship and forms a pattern of coercive and controllingbehaviour.’Essentially, if a person’s behaviour at home makes you or your children feelafraid that is domestic violence.It can be difficult to ask for help and victims may often suffer for a long timebefore they do so.We recognise that Domestic Violence is a serious issue in society. We willensure that those who are victims can raise the issue confident that it will bedealt with sympathetically and seriously. We will assist anyone who approachesus by providing information and where requested, to liaise with the relevantspecialist agencies to ensure that those experiencing Domestic Violence haveaccess to appropriate advice and support.PetsNo cats or dogs are permitted in flats unless there is a separate enclosedgarden for your sole use.We will normally allow the usual family pets in houses as long as they are wellbehaved and kept under control and you comply with the law. Under nocircumstances are pets allowed to cause a nuisance to a neighbour or visitorsto the property. If you experience a problem of this nature, please report thisimmediately to your Neighbourhood Housing Officer.28

RubbishYou are responsible for providing your own bin, unless you live in a flat where awheelie bin or large communal bin is provided. Make sure that you dispose ofhousehold refuse carefully. Use polythene bags and securely tie and wrapanything that will attract animals.If you use a communal refuse area, please ensure that it is kept tidy and do notleave bags of refuse in communal hallways.Please check with your local Council which day the refuse collectors call foryour rubbish and where to leave it.Help us to maintain a pleasant environment by not allowing rubbish toaccumulate in your home or garden. The County Council provides civicamenity sites to safely dispose of household waste free of charge. Large itemswill not be collected by your normal weekly collection service but you canarrange for a special collection for a small charge.Fridges/ Freezers - Householders can still dispose of their old fridges free ofcharge at the County Council Civic amenity sites.Please help the environment by using recycling bins wherever possible.Disposal of electrical items- All electrical appliances must be disposed of inthe appropriate way. Please contact your local Council who will advise youhow to do this.Fly tippingFly tipping is the illegal dumping of unwanted items on any open or communalarea.Fly tipping makes the environment look untidy, and can also be hazardous andunsafe, especially for children who play near the unwanted waste. If you seeanyone fly tipping, or if you have any information that may lead to theperpetrator, please contact your Neighbourhood Housing Officer orEnvironmental Services at Worthing Borough Council on 01903 239999, theEnvironment Agency will prosecute offenders.Your call will be treated as confidential.Perpetrators may be prosecuted and face a large fine.Rats, mice and other pestsIf you discover rats, mice, fleas or any other pests at your home, you will needto contact Environmental Health Department of your local Council. A chargemay be made for all of these services; however there may be some exceptionsfor those on Benefits or a State Pension.29

Running a businessYou must get the Company’s permission to run a business from your home.Most domestic properties are not suitable for running a business.When making a decision about your planned business, we will look at things like:■ Disturbance to your neighbours■ Traffic problems■ Possible damage to your homeEnergy saving tipsA quick glance through this list will show you how easy it is to make realsavings on your fuel bill. Even little things such as not leaving your TV onstand-by or checking furniture isn’t placed too near radiators or heaters willmake a big difference to how much energy you use – and how much moneyyou save.■ Think about turning your thermostat down by just 1°C as this can cut up to10% off your fuel bill■ Don’t leave central heating switched on if you don’t need it■ Close your curtains at dusk to keep heat from being lost through thewindows. Also make sure curtains are placed behind radiators, to keep theheat in the room■ Make the most of the sun; a free source of heat. Open doors in sunnyrooms and let warm air travel around your home■ Turn off lights when you leave a room but beware of leaving dark areaswhich might be dangerous for children and the elderly■ Use energy saving light bulbs where you can■ Don’t site your fridge next to the cooker or boiler. If you have to, leave agood gap between them■ Remember to use a plug in a basin or sink. Leaving hot water taps runningwithout the plug in is both wasteful and expensive■ Set your water temperature to a level of 50°C – 55°C as this quite adequatefor most people■ Wait until you have a full load before using your washing machine. If this isn’tpossible, use the half-load or economy programme if your machine has one■ When purchasing new appliances look for the energy ratingIf you would like more information please contact the Energy Efficiency AdviceCentre on 0800 512 012 or the Energy Efficiency Helpline on 0845 427200.They can give tips and advice on how to cut down on wastage, talk to youabout installers and tell you about grants and offers available in your area.30

5 Rent and Service ChargesHow are rents set?Rent increasesService chargesSupport ChargeHow to pay rent and service chargesHaving difficulties paying your rent?31

5 Rent and Service ChargesWe rely on the rents you pay to provide quality services to you including therepair and maintenance of your home as well as major improvements.When we offer you a home to rent, we will send you a letter which will includeinformation about your rent and other charges on your home.How are rents set?The Government states how the rents we charge should be worked out tostandardise the amount of rent paid for similar housing associations or councilproperties. These rents are called target rents and take into account the sizeand value of the property and local incomes.This process began in April 2002 and will be completed by 2012 when rentsmust be within 5% of Target Rents.Rent increasesRent is increased each year on the first rent payment date in April. You willreceive at least one month’s notice before the start of each rent year to tell youhow much your rent will be for the next 12 months. This rent increase notice willalso tell you how much you will need to pay as a service charge. Please readon for information on service charges.Right of appealYou have the right to appeal to the Rent Assessment Committee, who willcompare your rent with rents charged for similar properties and to other marketrents in the area.You will be told how to appeal and how long it will take when you are advisedof your rent charges.32

Service chargesYou may have to pay service charges on your home along with your rent.Service charges are calculated separately from rent and cover the costs ofproviding and maintaining services such as:■ Grounds maintenance■ Communal window cleaning■ Communal cleaning (excluding windows)■ Communal heating & lighting■ Lift maintenance■ Door entry maintenance■ Management fee■ Depreciation■ Amenity charge (this is for heating and lighting to your own home)Service charges are usually for works to communal areas and are for the dayto-dayrunning of your home. The only exception is an amenity charge whichrelates to services to your individual home.Service charges are listed separately when we send you notice of your rentincrease. We will tell you what your service charge covers.Support chargeIf you receive additional support from one of our support workers, you will havea support charge to cover these services. This is mainly applicable tosheltered housing but maybe also be applied for floating support.In sheltered housing the charge is to cover the services of the SchemeManager, the Mobile Response Service and the emergency alarm equipment.You may be able to receive help in paying this by applying for a SupportingPeople Grant. Please see the next section on benefits.33

How to pay rent, service and support chargesYou are responsible for paying your rent, service and support charges weeklyin advance.You can pay this in the following ways:■■■■■■■By Direct Debit – if you pay in this way it will help you to spread your rentevenly over the year, and we will collect the amount notified to you on the15th of each month. We calculate how much you need to pay and you areprotected by the Direct Debit Guarantee. We hope to be able to offer moreoptions for Direct Debit payments by late 2006By PayPoint – This is a "swipe" card that is supplied by us when you movein and can only be used for making payments to us. It enables you to payyour rent at any Post Office or outlet displaying the PayPoint or Pay ZonesymbolOn Line - www.allpayments.net. You will need to have your ‘swipe’ cardnumber and your debit card ready. This service is available 24 hours a day365 days a year. You may access this from the Worthing Homes website atwww.Worthing-homes.org.ukBy Phone using a Debit card – call 0870 770 0472 and follow theinstructions. You will need to have your ‘swipe’ card number and your debitcard ready. This service is available 24 hours a day 365 days a yearBy Standing Order – you can pay weekly or monthly on the day of yourchoice directly from your bank to ours. This is an agreement between youand your bank. We cannot change or cancel this agreement on your behalfBy Post – send a cheque (made payable to Worthing Homes Limited) toour office. Please ensure you put your name and the address of theproperty you are paying for on the back of the cheque. We will only issue areceipt if you ask for one. Please do not send cash through the postIn person at our offices. Payment in cash, cheque, postal order ordebit card.If you would like information on the location of PayPoint outlets or moreinformation on the different ways of paying your rent and service charges,please contact your Neighbourhood Housing Officer.34

Having difficulties paying your rent?Contact your Neighbourhood Housing Officer immediately if you are havingfinancial difficulties or if you are getting behind with your rent payments. Pleasedo not ignore this.Our staff are trained to deal with debt problems and will also try to help you bymaking sure that you are getting all the welfare benefits you are entitled to andwill, where appropriate, arrange for you to pay off your arrears in instalmentsthat you can afford.If you would like independent advice, your local Citizens Advice Bureau will beable to give you free advice on benefits and other help.Please remember – if you are behind with your rent, you may lose some of yourrights as our customer. For example, you may not be able to transfer orexchange to another property.If you persistently fail to pay your rent we can take legal action against you,and you may lose your home. We will also take legal action against you if youleave your tenancy without paying due rent. Please read the next chapter formore details on the benefits you may be able to apply for.35

6 BenefitsHousing BenefitApplying for Housing BenefitRenewing your Housing Benefit or change of circumstancesCouncil Tax BenefitSupporting People GrantOther benefits37

6 BenefitsYou may be entitled to benefits to help with your housing costs if you aredisabled, sick, unemployed or on a low income. We have given an outline ofsome of these benefits, for further advice please call your local Citizens AdviceBureau, local Council, the Department for Work and Pensions or JobcentrePlus.Housing BenefitThis is a government benefit which helps you pay your rent and servicecharges if you are on a low income. It is paid direct to us by the local Council.Housing Benefit does not always cover all your service charges.You may be entitled to Housing Benefit if you receive other benefits like IncomeSupport.If you are on Income SupportTo claim Housing Benefit you must tell the Department for Work and Pensions(DWP) that you are paying rent to a housing association. You will be asked tofill in a form stating how much rent you pay. You can also get this form fromyour local Council.If you are not on Income SupportFill in a claim form from your local Council. You will need to give details of youridentity, national insurance number, income, capital, other people who live inyour home, the rent you pay and the size of your household. Send this to thelocal Council with proof of the information requested including original bankstatements and pay slips. Claim forms are also available from Worthing Homesat Davison House.38

Applying for Housing BenefitFor any applications to Housing Benefit please remember:■ You are responsible for applying for Housing Benefit and chasing up yourclaim with your local Council■ Payments are not usually backdated so you are advised to apply as soonas you move in to your home or when your circumstances change■ Claims may take weeks to assess■ You can insist on interim payments within 14 days if you have supplied allthe relevant documents and your claim is agreedContact your local Council with any enquiries. Ask to speak to the’ Revenuesand Benefit Office’.Get a receipt from the Revenues and Benefits Office for any documents youhave to send them.Renewing your Housing Benefit or change incircumstancesOnce you have applied for and been awarded Housing Benefit this will runcontinuously until there is a change in your circumstances.It is up to you to inform the Revenues and Benefits Office of the followingchanges and any others that they could not reasonably know about:■■■■■■■■A dependant becoming independent e.g. when a child reaches18 years oldMoving to a different addressA change in the income or benefit of anyone living in your householdYou have a babyA person leaving or moving into your home e.g. a new partnerAn increase or decrease in your savingsIf your claim for Income Support stops (even for a short time)If your Income Support is replaced by another type of benefit such as JobSeeker’s Allowance or retirement pensionNB – These are just examples, there may be other changes that could affectyour claim.If your Housing Benefit is overpaid because your circumstances havechanged, this will be deducted from future payments or may be claimed backfrom Worthing Homes resulting in Worthing Homes invoicing you for thisoverpayment. This could lead to you getting into debt or building up rentarrears.39

Housing Benefit claims are periodically reviewed. If you receive a review formplease complete and return it as soon as possible. If you do not, your benefitmay be stopped.We are legally obliged to inform the Revenues and Benefits Office if webelieve Housing Benefit is being paid incorrectly.Council Tax BenefitThis is a government benefit managed by the local Council to help towardthe cost of your Council Tax.You may be eligible if you receive Income Support or are on a low income.You may receive up to 100% of your Council Tax depending on yourcircumstances.Contact your local Council for more information.Other BenefitsMore information on these benefits is available from your Local Department ofWork and Pensions, Jobcentre Plus, local Council, HM Revenues andCustoms, and Citizens Advice Bureau.Working Tax CreditYou may be able to claim this if you work more than 16 hours each week, paychildcare fees and are on a low or mid-level income.Statutory Sick Pay or Incapacity BenefitYou may be entitled to these if you are ill or unable to work.Disability Living Allowance orAttendance AllowanceThese are for people who are disabled and need assistance with personal careor mobility.40

7 RepairsHow to report repairsOur responsibilitiesYour responsibilitiesAccess to your propertyPriorities for repairsCharging you for repairsRight to repairBroken appointmentsGeneral advice41

7 RepairsThe responsibility for looking after your home is a joint one between WorthingHomes and you. We are responsible for many of the repairs but you areresponsible for internal decoration and for some minor repairs which aredetailed in this section.How to report repairsYou can report your repairs by:■ Telephone – 01903 703101■ Visiting the office – complete a repair form which will be passed to theAsset Team■ Online Repair Reporting – www.worthing-homes.org.uk please do not usethis service for emergency repairs■ Email - repairs@worthing-homes.org.uk – please do not use this servicefor emergency repairs■ Letter – write to Worthing Homes Limited marking the envelope ‘REPAIRS’We aim to avoid unnecessary delays and complete repairs in one visitwherever possible. You can help us to give you a quick response by reportingany problems as soon as possible and by providing as much information aspossible when you report a repair. If the correct work can be identified, aninspection may not be required and this should mean that your repair can becompleted quickly.Reducing inspections keeps costs down and allows more time to check thequality of work.Whenever you report a repair or ask someone else to report it on your behalf,please be ready to give the following information:42■■■■■Your nameYour addressA daytime telephone number where you may be contacted if necessaryTell us when we can get into the property to carry out the repairTell us about any recent work carried out to your homeOnce you have reported a repair we will send you a repair notice, confirmingthe details of the repair work to be carried out, who will do the work and theestimated completion date. This also gives details of the Right to RepairScheme.

You will also be asked for feedback after the work is completed. The results ofthe feedback will greatly assist monitoring and ensuring a high standard ofservice is delivered to you at all times.All staff and sub-contractors are issued with identity cards. Please ensurethat you ask to see identification before admitting anyone into your home.Emergency Outside of Office HoursWhen the office is closed at evenings, weekends and Bank Holidays,telephone 01903 703100. The emergency telephone service is only foremergencies such as blocked main drains, electrical faults, burst pipes etc.Note: Worthing Homes recharges the full cost of repairs where there hasbeen a clear abuse of the emergency service or where our contractor wasunable to obtain access when they called.Our responsibilitiesWe aim to carry out repairs quickly and efficiently. It is your responsibility toreport any repair that is our responsibility as quickly as possible.We are responsible for maintaining and repairing the structure and outside ofall properties and communal or shared areas, this includes:■■■■Repairs to the structure and exterior of the building (e.g. roof, wallsand floors)The upkeep of gutters, pipes and drainsRepairing baths, toilets, sinks and basinsElectrical wiring, gas piping, fitted heaters, radiators and water heaters(unless you have installed these items)■ The upkeep of communal areas (see below)■ All central heating systems are maintained by usPlease notify us of any defects and we will contact the appropriate contractorto put them right.Make sure you contact us – do not contact the Energy Company or they maysend you the bill.Please remember that you are responsible for any damage due to misuse byyou, your family or your visitors, even if it is included in the above list.43

Communal areasWe will repair and maintain the communal areas inside and outside ourproperties.This will include:■ Communal dustbins and stores■ Communal gardens and hedges■ Communal television aerials■ Door entry systems■ Decorating hallways and entrances■ Floor coverings including carpets■ Lifts■ Lighting■ Washing lines■ Window cleaningYour responsibilitiesYou are responsible for small jobs in and around your home and for ensuringyour home is generally well maintained. These include any of the following:44■■■■■■■■■■■■CarpetsClearing blockages in waste pipes and toilets caused by lack of care (thiscan be caused by putting paint, oil, fat, hair, disposable nappies,vegetable peelings, sanitary towels or any other bulky item down the pipeor toilet)CookersDoor bellsDustbinsElectric plugsElectric fires (unless provided by Worthing Homes)Entry to your home due to lost or damaged keys and replacement of lost ordamaged keysFencing – boundary fencing between properties (Worthing Homes willmaintain all boundary fencing abutting public footpaths and open spaces)Floor tiles (except in kitchen and bathrooms)Garden maintenance and hedge cuttingGas fires ( unless provided by Worthing Homes)

■■■■■■■■■■Glazing (unless criminal damage)Internal decorationKeeping airbricks and ventilators clearLight bulbs and fluorescent tubesMaintaining fixtures and fittings such as curtain, and dado rails and otherfittings that you have installedRepairs that have been caused by misuse e.g. damage caused byoverflow from sinks, basins and baths and other appliancesRepairs to any improvements that you have carried outSetting heating controls and relighting boilersSmoke alarms (unless fitted by Worthing Homes)Taking reasonable care to protect your home from damage caused by fire,water or frost■ TV aerials■ Washing Line■ Waste plugs and chains to baths, sinks, wash-hand basins■ Window cleaning■ WC seats (except sheltered housing)If you need advice on how to carry out these tasks or if your circumstancesmake it difficult for you, please contact the Property Services – Asset Team on01903 703101.If you are an elderly or disabled person you may qualify for our InteriorRedecoration Scheme please see page 66 or contact the Asset Team.We will take action against residents who do not maintain their homeproperly or cause damage or inconvenience to their neighbours. If we carryout any repairs that are your responsibility you will be charged with the fullcost. If, for example a burst pipe occurs, you may be responsible fordamage to your own property and any damage to neighbouring properties.You are advised to take out insurance to cover these items. See page 21.45

Access to your propertyFrom time to time we need to come into your home to inspect or repair yourproperty, or carry out gas safety checks see page 53. We will contact you andarrange a suitable time to visit you to inspect your home.We are legally obliged to carry out checks to your gas appliances as faultscan cause carbon monoxide poisoning, which can lead to death.We may also have to enter without your permission in extreme emergenciessuch as a fire or flood. Your Tenancy Agreement gives us the right to do thiswithout your permission or if you are not available to allow access.Priorities for repairsThe priority given to your repair request will depend on how urgent it is. Eachjob is given a category which decides how long it should take to complete. Wewill tell you the priority for your repair when it is reported:■ Priority 0 (emergency) the same day if reported before 4.30pm■ Priority 1 (urgent repairs) within 24 hours■ Priority 2 (essential work) within 3 working days■ Priority 3 (routine) within 7 working days from issue of repair notice■ Priority 4 (general) within 12 working days from issue of repair notice■ Priority 5 (general) within 22 working days from issue of repair noticeCharging you for repairsIn some circumstances you may be liable to pay for the cost of repairs.These include:■■■■■■■Replacing glass in windows or doors which have been broken or neglectedWhere fixtures and fittings have been damaged or misused by you,members of your family or visitorsAny repairs which are not caused by ‘fair wear and tear’ or normal use ofthe property and its fittingsWhere repairs are caused by alterations or redecoration which have notbeen agreed with usRemoving fixtures fitted by youRemoving insects or vermin infesting the propertyReplacing toilet seats46

■■■■■Clearing rubbish or belongingsReplacing heating equipment or fireplaces that have been removed by youReplacing keys or forcing entry when keys are lostAn electrical fault caused by your own applianceIf the request for a repair is a hoax made by you, a member of yourhousehold or a friend■ Damage caused by entry by Police if you refused access. If the Policeforce entry through no fault of yours, the cost of the repair will be chargedto the PoliceWe may not charge for the repairs listed above under exceptionalcircumstances, such as criminal damage by a third party.Right to repairYou have the right to expect us to keep your home in a good state of repair asoutlined in the Tenancy Agreement. In certain circumstances you have thelegal right to carry out your own repairs and for us to contribute to the cost upto an approved level. For example, if you have reported a repair on more than2 occasions and we have failed to do the work. The repair must have been ourresponsibility and be in the category of a small urgent repair as defined in theRight to Repair Regulations.Full details of the Right to Repair Regulations 1994 are contained in our RepairNotice envelope which you will receive after requesting repairs to be carriedout in your home.Do not commence works without first notifying Worthing Homes. Payments areonly paid if the Right to Repair Regulations have been followed.Broken appointmentsIf a contractor calls and you are out, we will leave a card asking you to contactus to arrange another visit. If a second call fails and we still cannot gainaccess, the works will usually be cancelled so you will need to report the repairagain. If you have broken a firm appointment made with the contractor, thenyou will be asked to pay £15.00 to cover the charge for the unsuccessful call.If a member of our staff or a contractor breaks an appointment, you will beentitled to apply for £15.00 compensation. Please ask us for a BrokenAppointment Claim Form.47

General adviceFrost precautions and burst pipesSerious damage can be caused to pipes, cisterns, sinks and basins by theexpansion of water when it freezes in winter. To avoid this happening duringcold weather, please follow these simple steps:■ Keep your home as warm as possible■Make sure that exposed pipes or water tanks are lagged (if any pipes havebecome exposed, please inform us)If you suffer a frozen pipe/ water tank or a burst:■ Turn off water at the stopcock■ Switch off the electricity at the mains■ Switch off central heating■ Switch off the immersion or gas water heating appliances■ Open all taps to drain the tank fully (remembering to collect water fordrinking and flushing the toilet)■ Contact us immediatelyCondensation and dampIf your home is damp or you find patches of mould on walls, furnishings orclothes, condensation may be the cause. The following precautions can helpto minimise the effects of condensation:48■■■■■■Adequate ventilation, especially during winter where moisture occurs e.g.kitchen and bathroomsDrying clothes on radiators as this increases the amount of water vapour inthe air. You should always open a window if you dry clothes in this way.Likewise, all tumble dryers should have a vent to the outside unless yourappliance is of a condenser design where the manufacturer states that avent is not neededKitchen and bathroom doors should be kept closed particularly when therooms are being used. Open the window and use the extractor fan.Closing the door stops water vapour circulating around the houseDo not block air bricks or vents in your homeCover pans with lids during cookingWiping down any condensation (usually on windows) each day. If mouldstarts to form on any walls, wash them down with anti-mould solution orwater / bleach solution

■ Try to keep your home warm during cold weatherContact your Maintenance Surveyor for more help and advice.RadiatorsIf you have water-filled radiators and find they are not getting hot, this may becaused by air inside the radiator. Special keys for bleeding out this air can bepurchased from D.I.Y or hardware shops.Electrical power failure fault findingMiniature Circuit Breakers switch off automatically if there is a fault on the circuit.Residual Current Circuit Breaker (RCCB)Your main electric switch may now incorporate an automatic switch-off devicecalled a Residual Current Circuit Breaker (RCCB).If a situation arises which creates a potential shock or fire risk, the RCCB willswitch off automatically.If the reason for this is not clear then you should:1) Switch off all MCB’s (marked B in the drawing).2) Return the RCCB switch to the ‘on’ position (marked A in the drawing).3) Switch on each MCB in turn until the RCCB automatically switches off.4) Switch off and unplug any appliance connected to that circuit. If more thanone, try to switch the RCCB to the ‘on’ position after disconnecting eachappliance. In this way the faulty appliance can be identified.Miniature Circuit Breaker (MCB)There might also be smaller switches which replace fuses. These are MiniatureCircuit Breakers (MCB’s).If a circuit is overloaded, or a fault occurs, the MCB protecting that circuit willswitch off automatically.49

If the reason for this is not clear then you should:1) Put the MCB switch back to the original position. If it will not stay on.2) Then, switch off and unplug any appliance on that circuit. If there is morethan one, try to return the MCB switch to the ‘on’ position afterdisconnecting each appliance, so that the one causing the fault can beidentified.SHOULD EITHER THE RCCB OR MCB SWITCH NOT RETURN TO THE ‘ON’POSITION, A FAULT COULD EXIST IN YOUR CIRCUIT, WHICH YOU SHOULDREPORT TO US.PVCu windows and doorsPVCu windows and doors require little maintenance but to ensure they giveyou many years of trouble free use, the following simple maintenanceinstructions are recommended.■ Frames should be cleaned regularly with soapy water (ordinary washing upliquid is fine). If dirt is really stubborn then you may use a non-abrasivehousehold cleaner or a neutral car colour restorer which should then bewashed off with soapy water■ You should lubricate all moving parts (locks, hinges, etc) at least four timesper year. Stainless steel friction hinges should be oiled at the rivet pointswith light multi-purpose oil. Other metal components should be coated withpetroleum jelly do not use spray oilMake sure windows and doors are fully closed before operating handles. Thiswill avoid straining the locking mechanism. Do not force handles or locks. Ifthey will not operate, checkthere are no obstructions andtry again.50

8 Maintaining and Improvingyour HomeCyclical maintenancePlanned maintenance or improvementsGas Safety ChecksImprovements you could makeCare of gardens and hedgesAdding aids and adaptations51

8 Maintaining and Improvingyour HomeCyclical maintenanceAs part of our ongoing commitment to maintain your home, we carry out someworks on a regular basis. We refer to this as cyclical maintenance. Thefrequency of these works will vary, but will probably be every one or two yearsand includes:■ Exterior painting and associated repairs (every five years)■ Servicing and maintenance of gas appliances■ Servicing and maintenance of fire alarms systems, emergency lighting andsmoke detectors■ Servicing and maintenance of lifts■ Water treatment■ Other service contractsWe will contact you in advance of the work and tell you what we will be doing,who will be doing the work, when the work will start, and how long we expectthe work to take.52Planned maintenance or improvementsThese are major works that are carried out as part of our ongoing programmeto ensure your property is well maintain and complies with the Decent HomeStandard. Works are prioritised on the condition and age of the component.The type of works covered by this programme may include:■ Replacing defective windows and doors■ Re-roofing■ Replacing kitchen and bathroom fittings■ Electrical re-wiring■ Renewing gutters and drainage pipes■ Re-pointing brickwork and repairing chimneys■ Replacing boilers■ Renewing gates and fences erected by usWe will contact you in advance of the work and tell you what we will be doing,who will be doing the work, when the work will start and how long we expectthe work to take. We may do this work at the same time as cyclicalmaintenance works.

Gas safety checksEvery year some 40 people die and 200 people suffer from carbon monoxidepoisoning as a result of faulty gas fires, central heating boilers, cookers andother gas appliances, which have not been properly installed or maintained.When gas doesn’t burn properly, excess carbon monoxide is produced, whichis poisonous.You can’t see it. You can’t taste it. You can’t even smell it. But carbonmonoxide can kill without warning in just a matter of hours. You are particularlyvulnerable when you are asleep. The early symptoms of poisoning includetiredness, drowsiness, headache, pains in the chest and stomach pains.By Law, Worthing Homes is responsible for ensuring that gas appliances andflues are maintained in a safe condition, and we must carry out annual safetychecks. We will contact you to arrange an appointment.Please ensure that you allow our employees or our approved contractorsaccess upon request. If you would like further advice, please call PropertyServices Asset Team on 01903 703101.If you smell gas■ Do not turn electric switches on or off■ Do not smoke■ Do not use any naked flames■ Do not use a mobile phone■ Turn off gas at the meter■ Open doors and windowsCall Transco, the emergency gas service on 0800 111 999Your obligationPlease ensure that you give access to our employees or contractors to carryout annual gas servicing and any other statutory checks as required in theTenancy Agreement.Failure to comply may result in legal action being taken against you and youwill be liable for the costs involved.53

Improvements you could makeYou have the right to make improvements to your home if they are approved byus in advance. We will usually agree if the work is carried out to a goodstandard, meets with building regulations and does not damage the property.You will need to supply written information to us on the planned improvementincluding drawings, planning consents and building control requirementswhere necessary. We will send a Maintenance Surveyor to visit your propertyto assess the proposals where necessary.You may be eligible for compensation for any major improvements we haveapproved, if you end your tenancy. This will include replacing bathroomfixtures and fittings, replacing a kitchen or upgrading loft or cavity wallinsulation, adding double glazing or upgrading the central heating system.You are advised to ask for further details from us before proceeding with aclaim.If you wish to remove any improvements, you will need to reinstate the propertywith fittings approved by us. Please discuss this with us before you do anyworks.You may under certain circumstances be required to remove improvementsand reinstate with fittings approved by us.Care of gardens and hedgesIf you have a private garden, you are responsible for keeping it well maintainedand in a tidy state. It is also your responsibility to maintain any hedges.You must not plant any deep-rooted or fast growing trees for example confiersand leylandii.Adding aids and adaptationsSee under Supporting Independent Living on page 65.54

9 Getting InvolvedResident involvementSurveysTenant DirectorsTenants PanelNetwork meetingsKeeping you informed and involvedShareholding55

9 Getting InvolvedResident InvolvementWorthing Homes recognises the importance of involving our customers in thedecisions it makes. We aim to work in partnership with you and activelyencourage you to have a say in the management of your homes and in thedevelopment of future policies and services.All members of our staff are made aware of the importance of ResidentInvolvement and all new tenants are informed of our commitment to theprocess and provided with a copy of our Resident Involvement Strategy.To sum up our Resident Involvement Strategy:"Worthing Homes ensures that tenants and leaseholders are aware of, and feelinvolved in, all decisions it takes affecting their homes and communities, inorder that the best possible environment is created in our neighbourhoods.”To do this, we will:■ Provide regular, clear and timely information to all customers■■Give them continuous opportunities to influence these decisions atwhatever level they wishEncourage all residents to participate in creating and maintaining a cleanand safe environment, with a good community spirit56

SurveysIn order to continually improve and meet the needs of all our customersincluding tenants, leaseholders and other stakeholders, it is necessary to knowmore about them.We regularly carry out postal, phone and door to door surveys of randomlyselected residents.As well as surveys where we ask questions about specific service areas (e.g.resident involvement, day to day repairs etc), we also carry out an in-depthtenant satisfaction survey (STATUS survey) every 3 years. This is about all ourservices including the opportunities to participate in management and thedecision-making process.The results of surveys will be used to analyse our performance and enable usto make improvements or changes to the services we provide.Where appropriate, we will undertake localised or neighbourhood surveys, ifthere is a matter that only affects one particular area. In such cases it may benecessary to discover the views of people living in those areas who are notWorthing Homes tenants or leaseholders.The results of surveys will be fed back either through "Home News", directmailings or press releases to the local media.Tenant DirectorsThe Board of Management of Worthing Homes is made up of three groups,Independent Directors, Council Nominees and Tenant Directors. Of thethirteen Directorships there are four Tenant Director places on the Board.Tenant Directors are normally elected for a term of three years, after which theycan be re-elected. Worthing Homes has a Tenant Director selection processand all successful candidates are subject to a Criminal Bureau (CRB)Disclosure.For information about Tenant Directorship please contact the ResidentInvolvement Co-ordinator.57

Tenants’ PanelThe Tenants’ panel is a group of tenants and leaseholders who wish to becomemore involved in the running of Worthing Homes. They are consulted on aregular basis on all aspects of Worthing Homes policies and need to becomfortable canvassing opinions from their neighbours.Tenants’ Panel members may act as a resource for the Tenant Directors whomight ask them to gather information from their areas and act as a ‘soundingboard’ for thoughts and ideas.Tenants’ Panel members often comment on the satisfaction that comes fromcontributing in this way.The Tenants’ Panel is led by existing Tenant Directors and membership of theTenants’ Panel is by a published selection process.Please contact the Resident Involvement Co-ordinator for more information.Network meetingsThese are localised residents group meetings. For these groups to be trulyrepresentative, it is desirable that they are made up of a cross section ofresidents including people from Black and Minority Ethnic (BME) groups, thedisabled, vulnerable groups, the young and elderly.The meetings are led by the Resident Involvement Co-ordinator and theNeighbourhood Housing Officer for that area. By having a representative ofWorthing Homes at each meeting we hope more tenants will be encouraged toattend, it will give you an opportunity to talk to someone from the company.Other staff members may be invited along from time to time to discuss specificservices, and procedures or if requested by residents.The purpose of the meetings is to hold discussions about various topics andprovide an opportunity for discussion about the area in which you live. Thesemay be environmental improvements to the local area, anti-social behaviour ormany other issues. It may be that the Resident Involvement Co-ordinator hassome information to present to the residents about local events or aboutsomething Worthing Homes is doing.This could be an opportunity for us to find out what your views are on aspecific subject.58

Keeping you informed and involvedHow we communicate and consult with you■ Informing tenants and leaseholders of our intentions■ Ensuring that tenants and leaseholders have access to adequateinformation so that they can play a part in the consultations process■ Asking tenants and leaseholders for their views and suggestions■ Involving tenants and leaseholders in discussions leading up to the finaldecisions to enable them to play their part in the decision making process■ Providing feedback to tenants and leaseholders on the views of all theresidents■ Informing tenants and leaseholders what decisions have been made■ Producing four editions of ‘Home News’ each yearHow can you get involved?There are many opportunities for you to get involved such as:■ Responding to information given on an ad-hoc basis■ Completing and returning questionnaires in ‘Home News’■ Completing and returning feedback for repairs■ Attending local Neighbourhood Networks; public meetings, and communityevents■ Attending Focus Groups or any other events held by Worthing Homes■ Attending training events in the Resource Centre or becoming a member ofthe Resource Centre Steering Group■ Acting as a Tenant Panel member or Tenant Director■ Participating in community projects■ Completing and returning survey forms sent to youYou can get involved as little or as much as you want. It is up to you. We arealways keen to listen to what you have to say. Full details are available in ourMenu of Opportunities. Please contact the Resident Involvement Co-ordinatorfor a copy.59

ShareholdingHow you can own a share of Worthing Homes Limited60As a tenant or leaseholder of Worthing Homes you can become a shareholdingmember of the Company. By becoming a Member you will be able, and expectedto attend Annual General Meetings and Extraordinary General Meetings. At thesemeetings you will be able to vote on matters such as the financial accounts andany changes to the rules by which Worthing Homes is governed.Tenant and Leaseholders who wish to become members must:■ Be interested in the positive future of the Company, support the Company’saims and values and wish to become more involved in its governance■ Be aged 18 or over■ Have signed a Worthing Homes Tenancy Agreement (if applicable)■ Be observing the conditions of their tenancy or lease agreements servedagainst them■ Not be employed by Worthing Homes, nor have been employed by WorthingHomes in the last 12 months nor be seeking employment with WorthingHomes nor be a close relative of a current or past employee (in the last 12months)■ Not be in default of any legal obligation to the Company or have broughtlegal proceedings to be the subject of legal proceedings involving theCompany or be in some other way in significant dispute with the Company■ Be prepared to purchase the share for £1.00 (One Pound Sterling)Membership is granted at the discretion of the Board of Directors of WorthingHomes. Each tenant/leaseholder is able to purchase one share only, joint tenantsor leaseholders can purchase one share each.As we are a not-for-profit organisation, there will be no dividends paid to theshareholders. You cannot sell the share to anyone else and if you cease to be aWorthing Homes tenant/leaseholder, you will have to sell the share back to us forthe £1.00 you originally paid for it.If you wish to purchase a share then you will need to fill in an application form(which includes a statement that the applicant does support the Company’s aimsand will abide by its Memorandum and Articles of Association) and return it to ustogether with £1.00 for the share (cash/ postal order/ cheque). Applications willbe considered at the next quarterly meeting of the Board. If approved, aMember’s share certificate will be issued to the Member and their details will beentered into the Register of Members held by the Company Secretary. If theapplication is not approved by the Board, the applicant will have their £1.00returned together with a letter explaining the reason why.To obtain an application form and a copy of our memorandum and articles ofassociation you can either write to Worthing Homes or phone our offices on01903 703100. Alternatively you can collect them from our reception atDavison House.

10 Supporting IndependentLivingSheltered HousingFloating SupportSpecial equipment and adaptationsElderly and disabled persons decoratingSchemeCareline61

10 Supporting IndependentLivingSome of our customers require extra services to help them live independentlyin their home. This section tells you about the additional service we are able tooffer.Sheltered HousingSheltered housing is purpose built property for elderly, vulnerable adults orpeople with disabilities. It allows you to retain your independence whilst livingin a safe and supportive environment. The support is provided by a SchemeManager and the mobile response team. Each sheltered housing scheme orgroup of flats and bungalows has communal facilities for the use of theresidents.The information on the next two pages is just about sheltered housing. Pleaseremember the information given elsewhere in this handbook also relates tosheltered housing.The Scheme ManagerYour Scheme Manager is on hand to offer support with things such as formfilling or liaising with other agencies on your behalf, to check on your wellbeing and draw up your individual Needs Assessment and Support Plan.Scheme Managers or any other Worthing Homes employee are unable toaccept personal gifts. If however you wish to donate to the Social Fund yourScheme Manager will be pleased to advise you.Needs Assessment and Support PlanWe carry out a needs assessment with you at least annually or when you havea life changing experience such as major surgery or bereavement. Theassessment is important because it is an opportunity for you to discuss yourindividual needs. You will receive a copy of the Needs Assessment once it hasbeen agreed with you.Your Scheme Manager will then draw up a Support Plan to ensure that yourneeds are met. This may include making a referral to other agencies such asThe Occupational Therapist or Meals on Wheels.62

Check on well beingAt the beginning of your tenancy your Scheme Manager will discuss with youhow you wish to be contacted to establish that you are well. There are manychoices and you need to give due consideration to the type and frequency ofcontact you have with the Scheme Manager. When you have decided this, wewill make an agreement with you. You will have a copy of the agreement andwe will keep a copy on our file. You can request changes to this at any time. Ifyou intend to be away for a short period (for instance on holiday) pleaseensure that your Scheme Manager is aware.Important: If The Scheme Manager is unable to contact you as agreed wemay enter your home using a master key to establish your well being.The emergency call systemWhen you move into your home our Scheme Manager will give you advice onhow to use the emergency call system. If you feel that you are in need ofemergency assistance, you can access the system 24 hours a day, 365 days ayear by pulling any of the red pull cords located around your home. If you areable to speak, clearly say why you have made an emergency call. Ouroperator will respond by talking to you through the ‘speech unit’. If you do notrespond then a Scheme Manager or Mobile Response Officer will come to yourhome as soon as possible. If you feel that you are unable to access thesystem using the pull-cords we can supply you with a pendant to wear aroundyour neck. This ‘need’ should be identified as part of your Needs Assessment.If you have any queries or concerns regarding the emergency system pleasedo not hesitate to speak to your Scheme Manager.SecurityHere is some practical advice on maintaining security on your Sheltered Scheme.■ Keep your front door locked at all times■ Identify callers before opening the door■ Report anything suspicious or of concern to your Scheme Manager or thePolice.■ Do not allow a stranger to enter the main building or your flat■ If a tradesman calls without a prior appointment make sure you have seenrelevant ID before you let them in.■ Never give access to an unknown caller via the door entry systemFire procedureIf the fire is in your home please evacuate as quickly as possible, ensuringthat all doors are secured behind you.If the fire is elsewhere, please remain in your home until you receiveinstructions from the Fire Service. Under no circumstance should you openyour front door to check what is happening as this puts you in danger ofsmoke inhalation.63

Consultation and involvement in the decision making processYour Scheme Manager will hold regular meetings with tenants. If your schemehas a tenants association then these will be organised and chaired by thecommittee. Meetings are held to give you a voice in what happens on thescheme, both socially and communally. Please see your Scheme Manager formore information.Tenants Association and/or Social CommitteeAs part of our commitment to ensuring that our sheltered housing tenants havean influence in the decisions that affect their lives, Tenants Associations andSocial Committees are actively encouraged by Worthing Homes. For moreinformation please see section 9 of this hand-book or speak to your SchemeManager.Social fundEach sheltered housing scheme has a social fund. This money is used toprovide social activities for tenants and the wider community. The social fund isheld by the Scheme Manager or, if one is in place, the tenants’ association orsocial committee.Communal facilitiesThe communal facilities are for the use of tenants and the wider community.We encourage our tenants to coordinate social activities that will enhance andimprove the quality of life for you, your neighbours and the wider community.If you wish to organise a social event please speak to your Scheme Manager.PetsSmall domestic pets such as caged birds or fish may be kept. With priorpermission from the Supported Housing Manager you may be allowed to keepa cat or small dog if you live in a bungalow or flat with immediate outsideaccess. You should not allow your pet to roam or foul the communal groundsor cause a nuisance to other tenants or visitors to the scheme.TV licencesEach scheme has in place a concessionary TV licence. If you are less than 75years old you pay £5.00 for your licence. There is no charge if you are agedover 75 but you must still be included on the concessionary licence for thescheme. The licence is renewed annually; the fee is collected by your SchemeManager.RepairsPlease refer to section 7 of this handbook.64

Floating SupportFloating support can be provided to any of our properties except shelteredhousing. This scheme provides assistance to our tenants who are vulnerableand have difficulty sustaining their tenancy.Tenants who take up the floating support service will be visited at homeregularly by a support worker who will help them to achieve agreed goalsrelated to their tenancy. These vary depending on an individual’s needs andthe support providers scheme, but may include:■ Maintaining the security of the home■ Learning to manage day to day minor repairs and arranging formaintenance work■ Learning to maintain their home in a fit and appropriate condition■ Support, mediation or intervention in neighbour disputes■ Help to arrange for appropriate professional support■ Help to complete benefit applicationsWe work in partnership with a number of local agencies who are able toprovide specialised care for a particular client group. We currently offersupport schemes for vulnerable people and those experiencing specificproblems related to mental health, learning disability, physical disability,domestic violence and substance misuse.Our partners include Ability Housing Association, Mind, Southdown HousingAssociation, Sussex Oakleaf, Rainer and Worthing Women’s Aid.Special equipment and adaptationsWe may be able to provide aids or adaptations to your home if you have adisability. An Occupational Therapist will assess your needs and write to us. Ifyour home is suitable for the proposed adaptations we will liaise with theappropriate local Council and Social and Caring Services and arrange for theworks to be completed.Worthing Homes will fund some minor adaptations. Major adaptations can befunded by a Disabled Facilities Grant and you will need to make an applicationfor this to the local Council.We will maintain all aids and adaptations which we have installed and willreplace such aids and adaptations at the end of their useful life.65

Elderly and disabled persons decoratingschemeWe will decorate one room (free of charge) for all eligible customers. To qualifyfor this scheme, you must be either:■Pensionable age and have no able bodied person below pensionable ageliving with you or■ Registered disabled and have no able bodied person below pensionableage living with youThe scheme is run on a 3-year cycle over three geographical areas.The scheme is budget limited and is strictly on a ‘first come’ basis. You willneed to contact your Neighbourhood Housing Officer and request to beincluded on this scheme. Your Neighbourhood Housing Officer will advise ifyour application is successful and approximately when your chosen room willbe redecorated. Should the current year be fully allocated, your application willbe transferred to the next cycle in three years time.Our contractor will contact you nearer the time to arrange a convenientappointment to carry out the decorating and offer you a choice of wall paint orwallpaper.66

CarelineWorthing Homes also provides a home safety and personal security systemcalled Careline. This is an unobtrusive aid to maintaining your independence. Itcan be used for getting assistance easily in any type of emergency at home,whether the cause is physical illness, an accident or threat to security of aperson or the home. The service works through a standard domestic telephonesystem and simply requires a power point for the Careline base unit. Bypressing a body worn pendant or the base unit button contact is made with a24 hour control centre that will get you the appropriate help quickly and easily.In addition, we can offer a mobile response service where one of our responseofficers will attend in an emergency. We are currently developing the Carelineservice to offer a range of telecare services to include:■ Fall detectors which alert the control centre automatically when a client falls■ Flood detectors, which maybe positioned underneath sinks or hand basins,alert the control centre when more than one sensor point is wet■ Bed sensors can activate lighting in hallways to illuminate a route perhapsto the bathroom■ Wandering client sensors will raise the alarm should the client not returnhome within a given time■ Pill dispensers that triggers a call to the control centre if medication has notbeen taken by a certain time■ Smoke detectors that raise the alarm automatically when activatedCareline and additional services are provided under a separate agreement andcharges are set according to the services being provided. The services areavailable to owner occupiers, tenants of other landlords as well as WorthingHomes tenants, living within the Worthing Homes area of operation.For further information please contact the Careline office on 01903 703103.67

11 Moving OnTransferring to another Worthing Homes propertyHousing allocation policyMutual ExchangesMoving to a smaller homeBuying the home you live inShared Ownership69

11 Moving OnTransferring to another Worthing HomespropertyWe hold a register of existing Worthing Homes tenants who need to move toanother home. This will normally be as a result of a change in familycircumstances which means your current home is no longer suitable for youand your family.Applications will be accepted from tenants who:■■■Are in larger accommodation than is needed e.g. a move from family hometo a smaller propertyAre in smaller accommodation than is needed e.g. you do not havesufficient bedrooms for your familyHave significant medical reasons for needing to move e.g. you requireground floor accommodation or a specially adapted property■ Are in housing need for other exceptional circumstances e.g. haveexperienced serious harassment, physical violence, domestic violence or aserious traumaYour application may be refused or deferred if:■ You have rent arrears■ Your property is not in reasonable repair or decorative order■ You are in breach of your tenancy conditions or under a court orderWe use a points system to make sure that our homes go the people that needthem most.We also take into account the suitability of the applicant to the vacant property.We aim to make best use of our properties.If you would like more information or an application form, contact yourNeighbourhood Housing Officer.70

Housing allocation policyThe table below shows the size of property we would normally allocate to ahousehold.Size of propertyHousehold4 Bedroom property or larger Household with 5 or more children3 or 4 bedroom property Household with 4 children3 bedroom property Household with 3 children2 or 3 bedroom property Households with 2 children of the samesex or opposite sex under 8 years2 bedroom property Households with 1 child1 bedroom property Childless HouseholdsStudio flat or one bedroom flat Single adultMutual ExchangeYou have the right to exchange your home with another tenant. The othertenant may be a tenant of Worthing Homes, a local Council, or anotherHousing Association. We cannot refuse your request to exchange without goodreason, but you must have our permission in writing before you move.The main reasons for refusing a request to exchange are:■ Either tenant is under Notice of Seeking Possession, Possession Order,Injunction Order or Anti-Social Behaviour Order or Notice of Proceedingsfor Possession or other legal proceedings are pending following notice■ Either property is specifically designed to help a disabled person or hasother special features and the new tenant does not need this assistance■ Either tenant is in arrears. The tenant will be asked to clear the arrearsbefore the exchange goes ahead■ Either property is too large or too small for either tenantWe maintain a Mutual Exchange Register and we participate in the NationalMutual Exchange Register (Move UK).When you carry out a mutual exchange you swap tenancies with anothercustomer of a Housing Association or Council and become responsible for anyrepairs, improvements or alterations the person moving out may have carriedout.For more information please contact your Neighbourhood Housing Officer.71

72Moving to a smaller homeThere is a demand for large family properties so we encourage people to moveto a smaller home if they have a home that is too large for them.The advantages to moving could be:■ Lower rent levels■ Lower Council Tax■ Cheaper fuel costs■ Eligibility for financial incentivesIf you are interested in moving to a smaller home please contact yourNeighbourhood Housing Officer.Buying the home you live inIf you were a secure tenant of Worthing Borough Council on the 29 March 1999and became an assured tenant, you may have the ‘Preserved Right to Buy’If you have the ‘Preserved Right to Buy’ you may be able to buy your home atless than the market value.For more information contact the Sales and Leasehold Officer on 01903 703130.The Right to AcquireIf you are an Assured Tenant of Worthing Homes you may under certaincircumstances have the Right to Acquire. For qualifying tenants this is ascheme where you can apply to buy the home you are living in at a discountedrate. The price you pay is the open market value minus a fixed amount; thisamount is set by the Housing Corporation.The Right to Acquire does not apply to sheltered housing or to homes thathave special features for people with disabilities.Please contact the Sales and Leasehold Officer for furtherinformation.Shared OwnershipShared ownership is designed to help those who cannotafford to buy a home outright on the open market.This is a scheme where you buy a percentage of aproperty, usually 50%, and pay a reduced rent on theremaining share. You can purchase further shares ofthe property, usually after 1 year, until you own theproperty outright. Some leases only allow you topurchase up to a specific percentage. This does notapply to the home you are currently living in.For more information contact the Sales andLeasehold Officer on 01903 703130.

12 Ending your TenancyLeaving the propertyInspecting properties before you leaveTips for moving homesIf a tenant dies73

12 Ending your TenancyYou must give us four weeks notice in writing if you want to leave your homeand end your tenancy. The notice period must end on a Monday.If you have a joint tenancy and only one of you is leaving, both of you must letus know so that we can arrange for the tenancy to be transferred to the personwho is staying (this is called an assignment). A joint tenancy can be ended byjust one of the tenants giving notice. If you know your joint tenant is to give usnotice you must contact us or risk losing your home.If you move out without giving notice, you have not legally ended your tenancyand as a result you are still responsible for paying the rent.If you would like us to provide you with a form for you to complete pleasecontact your Neighbourhood Housing Officer.Leaving the propertyThere are a number of things you need to do before you leave. Your flat orhouse must be empty and clean when you leave. All your personal belongingsmust be removed from the property. You will be charged the cost of removaland disposal if you leave anything behind.Your local Council may be able to dispose of large furniture or items that youdo not want. There will be a charge for this service.Help us to keep our properties safe when they are empty by:■ Locking all the doors and windows when you go■ Leaving net curtains hanging if you do not want themPlease return your keys to us when you leave, you will be liable to pay rentuntil they are received.Inspecting the property before you leaveWhen you tell us that you are leaving the property, we will arrange to inspectthe property and let you know if there are repairs or decoration requiring yourattention before you leave. You will be asked to complete them before youleave. If you do not and we have to do the work for you, we may charge youfor this.74

Tips for moving homes■■■■■■Change your address details with your bank, Jobcentre Plus, youremployer, and any other contactsYou may wish to arrange for your mail to be re-directedLet us know your forwarding addressTell the local Council your new address and moving in date if you arereceiving Council Tax or Housing BenefitContact gas, electricity and water supplier to come and read the metersand register accounts in your name. You may also find it useful to takeyour own reading and check them when you get your first billArrange contents insurance for your propertyIf a tenant diesThe tenant’s next of kin must tell us, give written notice to end the tenancy andsend us a copy of the death certificate.The next of kin needs to remove the tenant’s belongings and return the keysto us.If there is no next of kin, a Public Trustees Office oversees and administers theperson’s affairs. We will recover outstanding rent and the cost of clearing theproperty from the person’s estate.Housing Benefit stops from the date of a person’s death. Rent will be chargedto the estate until the keys are returned.If a member of the tenant’s family was living with the tenant at the time of theirdeath, they may have the right to succeed to the tenancy and should contacttheir Neighbourhood Housing Officer.75

13 Useful Contacts77

13 Useful ContactsWorthing HomesGeneral switchboard 01903 703100Repairs 01903 703101Housing Services 01903 703102Care Services/ Careline 01903 703103Finance 01903 703105Reception 01903 703106Fax 01903 703111Emailinfo@worthing-homes.org.ukWorthing Borough CouncilHousing Benefit/ Council Tax 01903 239999Environmental Services 01903 239999Pest Control 01903 239999Dog Warden 01903 239999Refuse Services 01903 239999Housing Services 01903 239999Community Safety 01930 239999OtherGas (Transco) 0800 111 999Southern Water 08452 780845Housing Ombudsman 08457 125973Citizens Advice Bureau 01903 232116Social Services 01903 839100Sussex Police 08456 070999Adur District Council 01273 263000Arun District Council 01903 737500Brighton & Hove City Council 01273 290000West Sussex County Council 01243 777100West Sussex Fire & Rescue Service 01243 786211Area Highways Office 01243 642105National Domestic Violence Hotline 08082 000247Worthing Hospital 01903 205111Jobcentre Plus 01903 286000Your contacts78

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Worthing Homes Limited, Davison House,North Street, Worthing BN11 1ERTelephone: 01903 703100Website: www.worthing-homes.org.uk