Embed Size (px)
Citation preview
Tenancy Support Pack
1
Tenancy Support Pack Contents
A. Introduction ...............................................................2
B. Types of tenancies .....................................................2
C. Your Rights & Responsibilities ...................................2
D. Paying your rent & other charges .............................7
E. Repairs, improvement & alterations to your home ........................................10
F. Access to your home ................................................12
G. Health & safety .........................................................12
H. Responsibilities for gardens & shared areas ..........12
I. Living in your home and your behaviour ...............14
J. Dogs, pets and other animals .................................17
K. Parking ......................................................................17
L. Consulting you, changing the tenancy agreement and the information we keep about you ...............17
M. Ending your tenancy ................................................18
N. Resident Involvement ..............................................20
O. Sheltered Housing ....................................................23
P. Key Contacts & Support Services ............................25
2
A. IntroductionThis pack provides you (the tenant) with key information to help you to live in your home and to support your tenancy with the council. Your tenancy agreement explains the rights and responsibilities you have as a tenant. The tenancy agreement states:
• The type of tenancy you have
• Your rights and responsibilities
• The conditions for the payment of rent and other charges
• Why you can be evicted
• How repairs and maintenance should be carried out
B. Types of TenancyThere are different types of tenancies in the London Borough of Hammersmith and Fulham (LBHF) and these are:
• Introductory Tenancies
• Secure Tenancy
• Secure Flexible Tenancy
For more information and detail about the type of tenancies please refer to your Tenancy Agreement.
C. Your Rights & ResponsibilitiesAs a council tenant you have signed a tenancy agreement with us, your landlord. This is a legal agreement which we both have to keep to and which places important responsibilities on both you and us.
Please refer to your tenancy agreement for more information on your rights and responsibilities, or please contact your housing officer.
In general, your responsibilities are:
• to keep to the rules of your tenancy agreement. You risk losing your home if you break them.
• to pay your rent and other charges on time.
• to be a good neighbour
• to look after your home
3
The following information relates to the sections set out in your Tenancy Agreement.
1. Living in your home – You must live in your home as your only or main home.
LBHF recognises that demand for social housing is high and waiting times to be allocated a property can be long, therefore we want to ensure that our tenancies are occupied by the tenant to whom the property was let, and that the tenant is living in the property as their principal or only home.
Where we receive information that a tenancy is at risk of being illegally occupied, abandoned or sub-let we will investigate and take appropriate action to:
• Commence proceedings for the re-possession of the property to remove the unauthorised resident.
or
• Confirm the true tenant is living in the property as their only or principal home.
or
• Formalise a new tenancy where this may be appropriate, most usually through discovery of family members in occupation following the death of the original tenant.
If you suspect that a property is being sub-let or not occupied by the correct tenant, please contact your Area Housing Office to speak to your Housing Officer. All information will be treated in confidence.
2. Going away – you must inform us if you are going away for longer than three weeks. For tenants of sheltered housing, you need to tell us if you are planning to be away for longer than a week. Please refer to your Tenancy Agreement for more information.
3. Running a business from your home – you can use your home to run a business (e.g. your own one-person, desk-based business) with our written permission. Please refer to your Tenancy Agreement for the full conditions.
4. Lodgers – you can take in a lodger if you inform us. This does not apply to introductory or sheltered housing tenants. Please refer to your Tenancy Agreement for the full conditions.
5. Overcrowding – you must not allow your home to become overcrowded by allowing other people to live or stay with you. The number of people in a household can both grow and reduce over time. If a property becomes overcrowded, tenants should not assume that this will entitle them to a larger home.
4
The London Borough of Hammersmith & Fulham Housing Allocation Scheme stipulates the rules on eligibility of whether you would be deemed as requiring an extra room if you are overcrowded. This policy is subject to change and it is therefore essential you access this public document from the Council website to understand the rules. You can access the policy on www.lbhf.gov.uk on the Apply for Council Housing web page.
If you invite non-dependent people in to your home as household members, you could be deemed as having intentionally overcrowded your household. This is a breach of your tenancy. If your household grows or reduces, you must inform the Council of any change.
6. Sheltered Tenants Visitors – you are required to restrict overnight visitors to no more than five (5) nights in a week.
You must seek our permission if you require your visitors to stay beyond five (5) nights.
7. Subletting your home – you can sublet part of your home with our written permission. This does not apply to introductory or sheltered housing tenants, who cannot sublet part of their homes. Please refer to your Tenancy Agreement for the full conditions.
8. Tenancy Succession – There are situations where your tenancy can be passed on to your partner or possibly a family member after your death, known as tenancy succession. This is subject to certain conditions, which are set out in detail in your Tenancy Agreement (under Part C, section 8).
9. Transferring your tenancy - you have the right to transfer (assign) your tenancy to someone else, subject to the conditions set out in your Tenancy Agreement (Part C, section 9).
Sheltered Housing tenants can only transfer their tenancy to a person eligible to live in sheltered housing.
10. Exchanging your home – Secure and Secure Flexible tenants have the right to exchange your home with another council tenant or housing association tenant, known as a mutual exchange.
This could be within Hammersmith & Fulham, in another borough in London, or elsewhere in the country. Both partners in the exchange will, however, need to obtain authorisation from their respective landlords for the exchange to go ahead. You must get our written permission before you can exchange. You must also be aware that the type of tenancy you hold may change, as you will take on the type of tenancy that the person you are exchanging with has with their landlord.
5
Due to the limited availability of properties available for transfers in the borough, a mutual exchange is often the best way for tenants to transfer property. To find a tenant to exchange with, tenants need to register on www.homeswapper.co.uk. This website facilitates mutual exchanges and is free to council tenants.
We have to let you know our decision within six weeks of your application. Reasons why we may refuse to authorise the request to exchange include the following:
• One tenant owes rent.
• Either tenant is under a current Court Order or Notice of Seeking Possession.
• The new home is much too big or much too small for the incoming family.
Sheltered housing tenants can only exchange with a person eligible to live in sheltered housing.
Introductory tenants cannot exchange their tenancy.
For more information on the above, please contact the Rehousing & Allocations Team on:
Tel: 020 8753 4476 / 4655 / 4670 / 4448 email: rehousing&[email protected]
6
Other options are available to tenants that wish to move, these include:
Beneficial Transfer Scheme
If your home is too big and is becoming hard to maintain you could be eligible for a beneficial transfer. We offer incentives to Secure tenants in larger homes who would like to move to a smaller property (giving up at least one bedroom).
The incentives available include:
• We will arrange and pay for your removals (if you are moving within the borough).
• We will arrange and pay for disconnection and reconnection of gas and electrical services.
• We will provide a hand holding service to ensure your move goes as smooth as possible.
Who is eligible?
• You must be a secure tenant who would like to downsize (giving up at least one bedroom) and have no history of anti social behaviour.
• You must also be accessing an alternative tenancy with LBHF (i.e. not moving in with friends or relatives).
The Seaside and Country Homes Scheme
For Secure tenants over the age of 60 who wish to move out of London, the Seaside and Country Homes Scheme offers alternative accommodation in designated areas by the coast or in the countryside. The Seaside and Country Homes Scheme offers one and two bedroom accommodation to social housing tenants and, should you be rehoused through the scheme, you may be entitled to assistance with your removal costs.
Both the Beneficial Transfer Scheme and the Seaside & Country Homes Scheme are subject to the tenant having a clear rent account and no history of anti social behaviour.
For more information and advice on these schemes please contact the Housing Solutions Team based at 145 King Street, Hammersmith, W6 9XY.
Tel: 020 8753 4829 / 5326 email: [email protected]
7
11. The Right to Buy – If you are a Secure Council Tenant you may have right to buy your home.
Secure council tenants who wish to buy their council property outright will receive a discount of up to £75,000 on the total value of their property.
To be eligible, you must have held a satisfactory tenancy for 5 years or more. Some properties are excluded so please contact h&f Home Buy for more information.
If you would like to learn more about low cost home ownership and the different schemes that are available to you such as Shared Ownership and Discounted Market Sale, contact the h&f Home Buy team.
Tel: 020 8753 6464 email: h&[email protected]
Introductory and Sheltered Housing Tenants do not have the right to buy
D. Paying Your Rent & Other ChargesYou must pay your rent and other housing charges listed in your tenancy agreement (Part N, 4) in advance. There are a number of payment options avaiable to you which include:
• Direct Debit – This is the most convenient method for paying your housing charges. Your payment will be made automatically each month, direct from your bank or building society on the 1st, 5th, 8th, 15th and 28th of the month. Please contact us on Freephone 0800 093 3132 if you would like to pay by direct debit.
• Paying online – visit our website www.lbhf.gov.uk, selecting billing and payments.
• Standing Order – through any bank or building society. Please contact us if you would like to pay by standing order.
• At the Post Office – Using your housing charge payment card or payment book you can pay by cash, cheque or a debit/credit card.
Please see the rent leaflet enclosed in your Sign Up pack for more options on how to pay.
8
1. Rent Arrears
It is your duty to pay your rent on time. Failure to pay your rent is a serious breach of your tenancy agreement. If you do not pay your rent we may consider taking legal action against you; which may result in you losing your home.
If you lose your home through rent arrears, you may be considered intentionally homeless and will not be rehoused.
Contact your Income Officer immediately if you fall behind with your payments.
2. Debt Advice
If you are having problems paying your rent you can contact the debt advice services available at Fulham Citizens Advice Bureau on 020 7385 1322, or the National Debt line on 08088 084 000, www.nationaldebtline.co.uk
In addition, Crosslight Debt Advice have a team of experienced staff and volunteer advisors who are trained to help; dealing with all types of issues from rent or housing arrears, to credit card debts, council tax arrears, and personal loans.
Crosslight Debt Advice is an independent debt and money advice charity which exists to help anyone suffering under the burden of debt. Their service is free and they offer advice, education, practical assistance, and ongoing support.
Crosslight has a centre in St Paul’s Hammersmith and anyone is welcome to attend an interview at St Paul’s, by appointment. For more details about how to make an appointment to see an advisor, please visit their website: www.crosslightadvice.org or ring 020 7052 0318.
3. Housing Benefit
You may be entitled to have some, or all of your rent paid by claiming Housing Benefit. To do this you must complete an online form by going on to the Council’s website www.lbhf.gov.uk on the Benefits Page. (See Part P for the contact details.)
9
4. Service Charge Information
The charges for additional services that we provide as part of your tenancy agreement and are shared between the tenants of your block or estate make up your service charge. These services are paid for by the council and then the cost is split between the residents that receive these services. These shared services include: -
• caretaking: this is for dedicated caretakers to sweep and clean communal areas in your block and your estate
• CCTV: this is for the maintenance and contractor time associated with any CCTV equipment installed in your block or on your estate
• communal lighting: electricity to power communal lights and charges for the maintenance and repair of lights in communal areas of blocks and estates
• estate support and security: Estate Support and Security Service: This charge covers the cost of staffing the estates where the ESSS provide security to, and monitor, blocks and estate grounds. Please note: each estate is serviced from a reception at a designated master block, with cover provided from other estates if required via the networked CCTV system
• door entry: charges for the repair and replacement of controlled access entry systems on blocks and estates
• grounds maintenance: the cutting of grass, pruning of bushes and trees, general gardening and clearing of communal estate and block areas
• TV aerials: the maintenance of shared TV aerials for blocks / estates, it does not include individual aerials
• lift maintenance: charges associated with maintaining, operating, upgrading and replacing lifts within blocks
• window cleaning: charges for where we clean communal windows or clean windows in areas not accessible to residents.
If you have any questions or want further information then please call your Housing Officer or Income Recovery Officer, or visit our website www.lbhf.gov.uk
10
E. Repairs, improvements and alterations to your home
There are repairs that we have responsibility for, and there are repairs that you will have responsibility for.
1. Our repair and maintenance responsibilities
We will repair and maintain the structure and outside of your home, and the fixtures and fittings in your home for the supply of gas, electricity, heating and hot water (items that cannot be removed). Please refer to Part E1 of your Tenancy Agreement for the full conditions, and refer to the Repairs Handbook enclosed in your Sign Up pack.
2. Your repair and maintenance responsibilities
You are responsible for your appliances, minor repairs and decorating inside your home, and any damage or repairs caused because you have not looked after your home properly. Please refer to Part E2 of your Tenancy Agreement for the full conditions, and refer to the Repairs Handbook enclosed in your Sign Up pack.
3. Insurance and decorations
You are responsible for insuring the contents of your home. If there is a fire, flood or theft, we are only responsible for the structure of the building and our fixtures and fittings against loss or damage caused by certain risks. You are therefore strongly advised to take out a comprehensive household policy to insure your belongings. A comprehensive household policy also includes third party cover, which means that if someone else makes a claim against you, the policy covers you for some of the cost. An example of this could be if you were to leave a tap running and water damages the flat below.
You are responsible for keeping the inside of your home in good decorative order. When your tenancy starts you may receive a decorations voucher to assist with the cost of any decorations you may want to do.
11
4. Alterations to your home
You must get written permission from your housing officer before you carry out any alterations to your home or shared areas. This includes putting up a satellite dish or an aerial, fitting security grilles or gates and laying wooden or laminate flooring. If you make an alteration without our permission, we may ask you to change it back. Please refer to your Tenancy Agreement, Part E3, for further information on the conditions for Alterations to your home.
Introductory and Secure Flexible Tenants must not carry out any alterations to their home.
12
F. Access to your homeThere are certain circumstances where we may need to request access to your home (for example, to service your boiler) or gain access to your home in an emergency (for example a suspected gas leak). For more information on the conditions relating to access to your home, please refer to part F of your Tenancy Agreement.
G. Health & SafetyWe recognise the importance of health and safety and as such our duty of care to our residents. You also have responsibilities as a tenant, both to yourself and other residents, to act safely in and around your home.
Please refer to part G of your Tenancy Agreement for more information on health and safety.
H. Responsibilities for gardens & shared areas
1. Private Gardens
If you have a garden that only you and your household can use, you must keep it in a tidy and safe condition that is free of rubbish and pests. You must make sure that any trees or hedges in your garden are kept at a reasonable height. If you are elderly and unable to maintain your garden, there are organisations who may be able to assist and advise you, such as Age Concern.
2. Shared areas
If we do not provide a caretaking service in your block or street property, you and the other tenants in the block are responsible for cleaning the shared areas in the front, side and rear of your home. It is everyone’s duty to make sure that communal areas are kept in reasonable order, and tenants and residents are not allowed to store bikes, furniture or bulky rubbish in these areas. If you do find such an obstruction, tell the area housing office or caretaker immediately.
Please refer to part H of your Tenancy Agreement for further information on the conditions relating to gardens and shared areas.
13
3. Caretaking
Pinnacle PSG will display caretaking service information notices in prominent places within communal areas of your housing block if it receives a caretaking service. The notices provide you with details regarding:
• The name of your local caretaking manager covering your area
• The caretaker’s work schedule
• What duties they will perform when on site
• How you should raise any queries or complaints
• An attendance sheet confirming when the caretaker last visited.
Service expectations
Pinnacle PSG is committed to improving day-to-day caretaking services across the borough and will work closely with residents and the council to ensure standards are kept consistently high. On top of the daily tasks outlined in your caretaking block notice, Pinnacle PSG will also carry out a series of planned caretaking works throughout the year, including:
• The cleaning of bin chute rooms monthly, plus an additional annual deep clean
• The deep cleaning of all stairways and entrances (once a year)
• The cleaning of external, accessible communal windows (once a year)
Additionally, Pinnacle PSG is responsible for the removal of graffiti and any bulk rubbish from communal estate areas. Any incidents can be reported to the Pinnacle PSG call centre.
Contacting Pinnacle PSG or reporting problems
You are able to report caretaking issues or ask questions relating your caretaking services every day of the year thanks to Pinnacle PSG’s dedicated 24/7 customer hotline. Pinnacle PSG’s professional and experienced call handlers are on hand to help you at any time; simply call 0800 0599925 (this is a free phone number from land lines). Pinnacle PSG will respond to all enquiries within 24 hours and its team will arrange a home visit if required.
Alternatively you can contact Pinnacle PSG by email: [email protected]
Pinnacle PSG always welcomes feedback to assist in improving its service to residents in the future.
14
I. Living in your home and your behaviourWe have a zero tolerance approach to anti social behaviour in the borough. As a tenant you are responsible for your behaviour, the behaviour of your children and the behaviour of anyone who occupies or visits your home anywhere in the local area or in the Borough of Hammersmith & Fulham. You are also responsible for any damage or nuisance caused by anyone living with or visiting you, including any costs incurred. Part I of your Tenancy Agreement provides a full breakdown of these conditions.
1. Harassment
You or anyone living in or visiting your home must not cause, allow, or threaten any type of harassment. You must not behave in a way that targets members of identified groups because of their perceived differences, for example, a prejudice against a type of person (or people) because of their race, age or religious beliefs etc. The full conditions are set out in part I (1) of your Tenancy Agreement.
2. Domestic Violence and abuse
You and anyone who lives in or visits your home must not use or threaten to use violence or abuse, or intimidate any person (including children) living with you. Part I (2) of your Tenancy Agreement provides more information regarding your responsibilities in this area.
3. General nuisance and behaviour
You and anyone who lives in or visits your home must not:
• Play your television, radio or any music loudly in your home or in any garden or shared area
• Throw items from your balcony or window
• Dump household waste, personal belongings (including old furniture, mattresses etc.) or rubbish in a shared or public area
• Use your home for any illegal purpose
• Plead guilty or be convicted of a serious offence in the borough of Hammersmith and Fulham and/or local area.
This is not an exhaustive list and you should read Part I (3) of your Tenancy Agreement for the full list of conditions.
15
4. Tenancy Fraud
You and anyone who lives in your home must not commit fraud or attempt to commit fraud in respect of your tenancy, for example, illegal subletting.
5. Rubbish collection for large blocks of flats
If you live on an estate or in a large block of flats you will probably have access to a communal bin for your rubbish. There are several disposal systems at different blocks of flats:
Communal bins
There are large communal bins at some blocks of flats. You will need to:
• carry your rubbish down to the bin room.
• wrap rubbish in bags first wherever possible to keep smells and health risks at a minimum.
Rubbish chutes
There are refuse chutes in some blocks. It is very important that refuse chutes are used properly because they easily become blocked:
• wrap rubbish in small parcels.
• do not put large or awkward shaped items (such as pizza boxes) down the chute because they may jam it. If you can tear up the item first, do so – better still put pizza boxes into the recycling Smart bins
• take large items to the bin room or bulk store if there is one on your estate. Do not leave them by the chute, balconies or staircases where they will be a nuisance
• use the chute between 8am and 8pm to avoid disturbing people living close to it.
Garchey disposal
There are Garchey Disposal Systems on some of our estates. These are sink disposal systems for smaller items. You will need to:
• make sure you follow the maker’s instructions
• take large items to the bin room.
16
Recycling
On most estates there are a range of recycling banks for you to use to dispose of the many types of household rubbish that we currently recycle. Within some blocks, we have ‘direct recycling’ with chute hoppers painted orange (to match the recycling sacks and Smart bins) and you can put your recyclable rubbish straight into these hoppers.
17
J. Dogs, Pets and Other AnimalsYou must not keep any pet, animal, bird or reptile that is likely to cause a nuisance or be a danger to anyone in the local area; including members of your own household. You must not keep a dog without our written permission. You must not keep any dangerous dog or keep a dog for breeding or fighting purposes.
Please refer to Part J of your tenancy agreement for the full conditions relating to dogs, pets and other animals.
K. ParkingYou must not park any motor or electric vehicle, motorcycle, moped, or scooter anywhere other than on an official parking space or bay. If there is a local parking scheme, you must keep to the rules of the scheme.
If you own a vehicle you can rent a garage or parking space on most estates, subject to availability. You must clearly display your parking permit in your vehicle to avoid receiving any penalty notices.
Please refer to Part K of your tenancy agreement for the full conditions related to parking.
L. Consulting you, changing the tenancy agreement and the information we keep about you
We will consult you about changes we want to make to your tenancy agreement, or on any other matters relating to how we manage our housing if we think that those matters are likely to have a substantial effect on tenants.
We will only use and store your details in a way that complies with the Data Protection Act 1998, which also gives you certain rights relating to the information we hold.
Please refer to Part L of your Tenancy Agreement for more information on these conditions.
18
M. Ending Your Tenancy
1. If you want to end your tenancy
To end your tenancy you must give us at least four weeks’ notice in writing to your housing officer. Your tenancy must end on a Monday. If you do not provide the required four weeks’ notice you will continue to be liable for the rent until the four week notice period has elapsed. We will expect any rent arrears to be cleared when the tenancy ends.
When you move out you must leave your home in a clean and tidy condition, removing all belongings and rubbish from the property.
If you do not leave your home in a good condition and we have to carry out any works, or remove any items you have left at the property then you will have to pay the cost.
Please refer to Part M of your Tenancy Agreement for more information on these conditions.
2. If we want to end your tenancy
Your obligations are fully set out in your Tenancy Agreement. It is important that you do not breach any of these conditions, if you (or anyone living in or visiting your home) breaches any of the conditions we may take legal action against you to end your tenancy; which could result in us evicting you from your home.
Please refer to Part M of your Tenancy Agreement for more information on these conditions.
3. Grounds for Possession
For all Secure Tenants and Secure Flexible Tenants we need to obtain an order for possession from the County Court to end your tenancy. We will have to prove to the court that there is a good reason for you to lose your home or to be moved from it. Before we can apply to the court, we must serve a ‘Notice of Seeking Possession’ on you. The notice will tell you our intention of going to court and the reason why. It must also tell you the date after which court action may be started.
Normally this will be at least four weeks after the service of the notice. However, in some serious nuisance cases, we do not have to wait four weeks but can apply for a court hearing immediately.
19
You should contact your housing officer immediately to discuss your situation when a notice is served on you. You may also wish to contact other agencies for advice. We will try to help you sort out the problem before the end of the four weeks in most cases. If the matter cannot be resolved, we will continue to pursue court action.
Grounds for possession include (but are not limited to):
• Breaching the terms of your tenancy agreement
• Non payment of rent
• Being convicted of an arrestable criminal offence
• Providing false information to get your tenancy
• Causing damage to your home or any common areas
Please refer to Part M of your tenancy agreement for more information on the full conditions for Ending Your Tenancy.
20
N. Resident InvolvementWe invite our residents to become involved in a number of ways to help us improve our service and also influence decisions to ensure that services continuously improve and represent value for money.
There are a variety of ways for residents to become involved, which are outlined below.
1. Borough Housing Forum
Borough Housing Forum meetings take place on a quarterly basis and are chaired by the Cabinet Assistant for Housing. These meetings are open meetings that all residents can attend.
The main function of Borough Housing Forum meetings is to consult residents on new policies as they are developed, consider legislative changes, and to influence positive change in Housing across the borough.
The dates of meetings are published on the Council’s website at www.lbhf.gov.uk on the Borough Forums webpage.
2. Area Forums
Area Forums provide an opportunity to improve our services, gain valuable feedback and demonstrate accountability to all residents. The meetings take place on a quarterly basis, and there are four Area Forum meetings each quarter to reflect the different areas across the borough. Area Forum meetings are open meetings where all tenants and leaseholders can attend. Registered Residents Association representatives usually attend their local Area Forum. These meetings are chaired by the locally elected Councillors.
The purpose of these meetings is to discuss local level performance in relation to housing management, rent collection performance, caretaking, horticulture, and repairs as well as any relevant regeneration projects in the area.
Details of when the four meetings take place throughout the year can be found on the Council’s website at www.lbhf.gov.uk on the Area and Sheltered Forums webpage.
3. Sheltered Housing Forum
Sheltered Housing Forums also take place on a quarterly basis. They are attended by sheltered housing scheme representatives and are a chance to meet and discuss issues that are specific to the service. There is a formal agenda where performance issues, sheltered housing management, cleaning, horticulture, current and future Housing Improvement Project bids and repairs are discussed.
21
4. Leasehold Forum
The Leasehold forum follows a similar structure to the Area Forums and also meets on a quarterly basis to analyse Leasehold performance such as service charge collection and service delivery.
Further information on these meetings can be found on the Leasehold section of the Council’s website.
5. Tenants & Leasehold Conferences
Separate Tenants & Leasehold conferences take place periodically and are an opportunity for tenants and leaseholders to learn more about current projects within the Housing & Regeneration department, raise any concerns that they may have and to discuss future proposals in more detail.
6. Resident Associations
Residents Associations are set up to represent and promote the interests of tenants and leaseholders living in the area by working in partnership with the Council and other agencies. A Residents Association has a formal structure with Chair, Secretary, and Treasurer positions. In order to be recognised by the Council, Residents Associations must register with the Council and sign up to the Model Constitution.
If you are interested in setting up a Residents Association, or would like to find out if there is already an active Association in your area then please contact us on 020 8753 6652 or email [email protected].
7. Local Residents Panel & Repairs Working Group
The Local Residents Panel and Repairs Working Group were developed to improve service delivery following the adoption of the Resident Involvement Strategy in March 2012. The panels meet on a monthly basis and members come from a variety of backgrounds with both tenants and leaseholders being represented, as well as residents from sheltered housing, estate and street properties. The Local Residents Panels’ role is to set and monitor service standards, review complaints, agree performance targets, and review the effectiveness of Resident Involvement Strategy. The Repairs Working Groups’ role is to critically examine the Repairs Service that is being provided, monitoring the performance of contractors, and agree targets.
We are always looking for more residents to join these panels. If you would like to apply, we would be very interested to hear from you. You can email us at [email protected] or call us on 020 8753 6652.
22
8. Estate Inspections
Estate Inspections take place on a quarterly basis and are a chance for residents, Housing Officers, Caretakers, and repairs contractors to meet onsite to monitor standards such as caretaking and repairs.
Please contact your local housing office to find out when your next estate inspection is taking place.
If you would like any further information regarding Resident Involvement, please telephone 020 8753 6652 or email [email protected]
You can also view our Resident Involvement Strategy on our website www.lbhf.gov.uk on the Resident Involvement web page.
23
O. Sheltered HousingThe main differences for Sheltered Housing tenants are:
• You have a Secure Tenancy.
• You need to tell us if you are planning to be away for longer than a week.
• You are required to restrict overnight visitors to no more than five (5) nights in a week.
• You are not permitted to take in any lodgers
• You cannot sublet part of your home
• You have the right to transfer (assign) your tenancy to a person eligible to live in sheltered housing
• You have the right to exchange your home, known as a mutual exchange, but can only exchange with a person eligible to live in sheltered housing.
• You do not have the right to buy your home.
Please refer to your Tenancy Agreement for the full conditions
Sheltered Services
The primary function of the SHO is to oversee the management and administration of the sheltered housing scheme, to monitor all tenants and, where necessary, refer tenants to any support services that they may benefit from.
All sheltered residents are contacted or otherwise accounted for on a weekly basis to ensure that they are safe and well.
24
New tenants and existing tenants are given the option on how they would like to be monitored by the SHO; as follows:
• Regular contact (ie home visit, telephone call etc)
• Discreet monitoring
• Opting out of any monitoring
All tenants have access to the 24 hour emergency Community Alarm service and there is currently no charge for this service.
Tenants can also be assessed to receive extra housing support where a need is identified. This service is currently provided by Notting Hill Housing Trust and Sagecare.
Tenants in sheltered housing have the full use of all the communal facilities which include the main lounge, a kitchen, toilets and a laundry room.
25
P. KEY CONTACTSHousing and Regeneration Head Office 3rd Floor, Hammersmith Town Hall Extension, King Street, Hammersmith,W6 9JU Tel: 020 8753 4552
Area Housing Offices
North Area Office New Zealand Way, White City Estate, W12 7DE Tel: 020 8753 4400 email: [email protected]
South Area Office Clem Atlee Estate, Lillie Road, SW6 7RX Tel: 020 8753 4802 email: [email protected]
Estate Services
Caretaking Freephone 0800 059 9925 / local rate 0845 160 0845 (to report any caretaking issues 24 hours a day, 7 days a week) email: [email protected]
Property Services
Customer Service Centre (Repairs)
Freephone 0800 023 4499 / local rate 0207 205 0400 (to report a repair 24 hours a day, 7 days a week) email: [email protected]
26
Council Services
H&F Direct For rent and housing charge enquiries 0800 093 3132 - Option 2 (Monday – Friday; 9am to 5pm) email: [email protected]
For all enquiries regarding council tax, benefits, free school meals and school clothing grants, parking permits, business rates, blue badges*, taxi cards* and freedom passes* 020 8753 6681 (Monday – Friday; 9am to 5pm) * Thursday 9am to 4pm
H&F Advice - 0845 313 3935 The initial point of contact for housing advice, adults’ and children’s social care. email: h&[email protected] (Adult and Children’s social care) email: h&[email protected] (Housing advice)
H&F Home Buy – 020 8753 6464 email: h&[email protected]
Anti Social Behaviour Unit – 020 8753 2693 email: [email protected]
Children Services - 020 8753 3622 or 3625 email: [email protected]
Environmental Health (Noise nuisance, Pest Control, Abandoned cars etc.) 020 8753 1081 / Out of hours: 020 8748 8588 email: [email protected]
Cleaner Greener Team (rubbish and recycling) – 020 8753 1100 email: [email protected].
Registration of Births & Deaths Hammersmith & Fulham Register Office, Hammersmith Town Hall, Hammersmith, London W6 9JU 020 8753 2140 email: [email protected]
Electoral Services - 020 8753 4466
h&f Intouch (Compliments & Complaints) – 020 8753 2456 email: h&[email protected]
LBHF Switchboard – 020 8748 3020
27
Utility Services
National Gas Emergency Service - 0800 111 999 (for gas escapes) / Minicom: 0800 371 787
Transco (identifying gas supplier) – 0870 608 1524
Enpas (identifying electricity supplier) – 0845 601 5467
Thames Water emergencies – 0845 9000 800
Thames Water 24 hour leak line – 0800 714 614
Local Police Stations
Fulham Police Station Heckfield Place, Fulham, SW6 5NL
Hammersmith Police Station 226 Shepherds Bush Road, Hammersmith, W6 7NX
Shepherds Bush Station 252 Uxbridge Road, Shepherds Bush, W12 7JB
Non emergency - Dial 101 Emergency – Dial 999
Hospitals
Charing Cross Hospital Fulham Palace Road, London, W6 8RF. (at corner with St Dunstan’s Road) 020 8846 1234 A&E and walk in clinic
Hammersmith Hospital Du Cane Road, W12 0HS 369 Fulham Road, SW10 9NH 020 8383 1000
Chelsea and Westminster Hospital 369 Fulham Road, London, SW10 9NH 020 8746 8000
28
Information, advice and specialist services
Citizens Advice Bureau 020 7385 1322 www.hfcab.org.uk
Hammersmith & Fulham Community Law Centre 142-144 King Street, W6 0QU 020 8741 4021
Fulham Legal Advice Service 679a Fulham Road, SW6 5PZ 020 7731 2407
Crosslight Debt Advice Service St Paul’s Church, Queen Caroline Street, London, W6 9PJ 020 7052 0318 www.crosslightadvice.org
Shepherds Bush Advice Centre 338 Uxbridge Road, W12 7LL 020 8753 5932
CALM (Confidential and Local Mediation) Trained volunteers offering free mediation to resolve disagreements and disputes between neighbours 51B Philbeach Gardens, London, SW5 0EB 020 7341 7300 email: [email protected]
The Careline Service Offers a 24 hour emergency response for a small weekly charge; available to anyone who feels vulnerable because of age, harassment or any reason 147 Stevenage Road, Fulham, London SW6 6PB 020 7386 8763
Furnish Furnish is a registered charity set up to redistribute good quality unwanted furniture to vulnerable and homeless people referred to them by partner agencies. Furnish will also take away any unwanted furniture, in good condition, for a small fee. Unit 20 Mitre Bridge Industrial Estate, Mitre Way, W10 6AU 020 8996 8920 email: [email protected]
29
Age Concern 105 Greyhound Road, W6 8NJ 020 7386 9085
HAFAD – Hammersmith & Fulham Action on Disability HAFAD is an independent organisation promoting equality for disabled people. The Greswell Centre, Greswell Street, London SW6 9PX 020 7471 8510 020 7610 9696 (textphone) email: [email protected]
West London Dial-a-Ride If you’re disabled and can’t use public transport, try Dial-a-Ride. It’s free, door-to-door, and great for getting out and about. 020 7309 8900
© B
y:de
sign
– J
anua
ry 2
017.
By:
desi
gn 0
20 8
753
1764
. 207
_106
sjw.
