Your tenant handbook · Lovelle Tenants’ Handbook 5 We will provide a responsive service to tenants which includes: An online 24/7 website for all tenants’ repairs including an

For all life’s changeswww.lovelleestateagency.co.uk

LOVELLELETTINGS & MANAGEMENT

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Your tenant handbookA useful guide for living in a Lovelle Lettings & Management managed property

Welcome to Lovelle Lettings & Management— Welcome ___________________________ 2— Our Tenants’ Charter _________________ 4— Contacting us _______________________ 6

Moving in— Check in inventory ___________________ 8— Keys _______________________________ 8— Moving in checklist __________________ 9— Your tenancy deposit _________________ 9— Tenancy deposit protection __________ 10— How does the Tenancy Deposit Protection scheme work? _____________ 11

Living in your home Your tenancY— Type of tenancy ____________________ 13— The tenancy term ___________________ 14— Ending your tenancy early ___________ 14— Your responsibilities _________________ 14— What we can expect from each other _ 15— Who is responsible for paying? _______ 16— Sharing a property _________________ 17

Your rent— How the rent is calculated ___________20— How the rent is paid ________________ 21— If you face difficulty paying the rent ___ 21

repairs and maintenance— Your responsibilities _________________24— Our responsibilities _________________27 General repairs and maintenance _____27 Furniture and furnishings _____________27 Smoke alarms ______________________27 Gas safety _________________________27 Electrical equipment _________________28

Energy efficiency ___________________28— Emergencies _______________________29 What is an emergency? _____________29 What to do in an emergency _________29— How to report a repair ______________30 Timescales _________________________30

Being a good neighBour— Your responsibilities _________________32— Noise _____________________________33— Parking ____________________________34— Pets _______________________________34— Blocks of flats ______________________34

Moving out— The end of your tenancy period _______36— Moving out early ___________________37— Moving out checklist ________________38— Your Feedback _____________________40

Green tips— Energy ____________________________42— Water _____________________________43— Waste _____________________________44

More tips and hints Living in your property ______________46— Turning off electricity ________________47— Leaking, burst or frozen pipes ________47— Controlling your central heating ______48— Condensation ______________________48— Washing machines _________________49— Clearing blockages _________________50— Overflows, Saniflo toilets ____________ 51— Bleeding radiators __________________ 51— Kitchen extractors ___________________52— Changing light bulbs & batteries ______52 Troubleshooting ____________________53

Contents

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Welcometo Lovelle Lettings & Management

In this section■ Welcome■ Our Tenants’ Charter■ Contacting us

Dear Customer

Welcome to your new home. We’d like to introduce ourselves, Lovelle Lettings & Management, as the company responsible for managing the property, acting for your landlord.

You can find out more information about our company by visiting our website: www.lovelleestateagency.co.uk

We welcome feedback from our tenants.

Your feedback provides us with an opportunity to understand what you like or dislike about our service and improve our services where appropriate.

Yours sincerely,

The Lovelle Lettings & Management team

Welcome

Lovelle Tenants Handbook 2

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Lovelle Tenants’ Handbook 3

Tenants’ handbookThis handbook contains information about being a Lovelle Lettings & Management tenant. You should read it alongside your tenancy agreement but you should note that if there is any contradiction between anything stated in this handbook and anything stated in your tenancy agreement, the terms of the tenancy agreement take precedence.

This handbook includes advice on:

■ Moving in

■ Your tenancy agreement

■ Your rights and responsibilities

■ Looking after your home, including repairs

■ Moving out

■ Useful contact information

Also enclosed in your handbook, you will find some useful green tips which provide some great ideas that will not only help the environment but also help save you money. We are committed to doing what we can to help the environment and we hope you will too.

We have designed this handbook for easy reference. It should answer many of your everyday questions. You can also find tenancy information on our dedicated tenant website: www.lovellepaymentgateway.co.uk

However, if you have any additional questions about any part of your tenancy or our services please feel free to contact us directly.

This handbook has been provided specifically for you and we welcome any comments you wish to make about the information contained within it or its design.

The handbook is a guide and is not intended to provide you with legal advice on the terms of your tenancy. You should always seek help from the Citizens Advice Bureau or a legal adviser if you are unsure about your rights and responsibilities.


We are committed to acting professionally and practically when communicating with our tenants and contractors.

We will provide the appropriate level of training and support for our staff to ensure that they have the skills to enable them to behave in a proficient and helpful manner.

■ We are committed to supporting equality and diversity and respect the needs of all our customers. We will not discriminate against any person on the grounds of race, colour, ethnicity, religion, gender, sexual orientation, disability, marital status or age.

■ We will communicate clearly in plain English and clarify our legal obligations to our tenants and our tenants’ legal obligations to us.

■ Our maintenance and repair contractors will be accredited by Lovelle Lettings & Management for all relevant qualifications including Health and Safety requirements and will be committed to providing a responsive and courteous service to all our customers.

■ We will enable our customers to make payments via a wide variety of methods such as direct debit, debit and credit cards, BACS transfer, and standing order. Please note however, payments are normally made via direct debit unless otherwise stated and agreed in your tenancy agreement.

■ We welcome feedback from our tenants and take complaints very seriously; your feedback provides us with an opportunity to understand what you like or dislike about our service and improve our services where appropriate.

■ We respect the confidentiality, privacy and rights of individuals. We will comply fully with data protection legislation and GDPR. All will be kept in accordance our privacy policy which can be found at www.lovelleestateagency.co.uk/privacy-policy.php

Our Tenants’ Charter

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We will provide a responsive service to tenants which includes:

■ An online 24/7 website for all tenants’ repairs including an out of hours emergency service telephone number.

As part of this service:

■ We will be happy to discuss any query, problem or worry tenants may have about their tenancy.

■ All letters will be signed by a named member of staff.

■ All staff you deal with will give you their name.

■ All letters and e-mails that require a response will be responded to within five working days.

■ Where possible, all telephone enquiries will be dealt with immediately, but where this is not possible you will be called back at an agreed time.


RepaiRsOur online 24/7 website provides both useful advice and a reporting servicewww.lovellepaymentgateway.co.uk

Our team is available between 9am - 5pm, Monday – Friday, anything outside of these hours is considered an out of hours call. An out of hours call facility is also available.

RenT payMenTs and queRies:Our online 24/7 website provides for payments to be made @ www.lovellepaymentgateway.co.uk or by calling your local letting branch.

LeTTinG CO-ORdinaTORsFor all matters relating to your property please contact your Lettings Co-ordinator at your local letting branch.

FeedbaCkLet us know how we’re doing.Email us at [email protected]

Contacting us

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In this section■ ‘Check in’ inventory■ Keys■ Moving in checklist■ Your tenancy deposit■ Tenancy deposit protection■ How does the Tenancy Deposit Protection Scheme work?

Moving in


keys■ We will provide you a set of keys upon commencment of your

tenancy.

■ Lovelle Lettings & Management will keep one set of master keys for management, emergencies or gaining access with your permission.

Lost keys/fobs and lock changes

■ If you lose or damage any keys you must pay for their replacement;

■ Your tenancy agreement does not allow you to change the lock(s) without our prior permission.

‘Check in’ inventoryBefore you move in an inventory will be carried out. This is carried out by an independent inventory clerk who is a trained professional, experienced at carrying out inventories of rental properties. The purpose of the inventory is to:

■ Detail the condition and contents of the property; and

■ Give us a record to help determine if any charges are required against your deposit at the end of your tenancy.

The inventory is provided upon your signing of the tenancy. You then have 72 hours to notify us of any comments/ammendments.

Please read the inventory carefully, it will be assumed that you are in agreement with the inventory clerk’s report unless you advise us within the 72 hour period that you are not.

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your tenancy depositAt the start of the tenancy you will be required to pay a security deposit* which will be held against any damage that is not considered ‘fair wear and tear’.

Dependent on your location, this will:

■ Be equivalent up to five weeks or one month’s rent (to be confirmed in your tenancy agreement) plus £100.

■ Be payable on or before the day your tenancy starts.

Interest is not payable on the tenancy deposit and it cannot be used for the payment of rent.

Please refer to your tenancy agreement for full details.

*A zero deposit guarantee scheme is available, please ask for more details if this is of interest to you.

Moving in checklistBefore moving in please check you have organised the following where they are required:

■ Council Tax registration

■ Utilities:

■ Gas

■ Water

■ Electricity

■ Telephone (if required)

■ TV Licence

■ Contents Insurance (please note you must insure your own contents)


Tenancy deposit protectionBy law we have to ensure your tenancy deposit is held in an approved Tenancy Deposit Scheme. This was introduced by the UK Government to ensure that deposits paid by tenants are protected and that any disputes about their return are dealt with quickly, inexpensively and impartially.

There are three Government approved schemes and Lovelle Lettings & Management is a member of the Deposit Protection Scheme (DPS).

Details of the schemes are contained within your tenancy agreement and more information on either of these schemes can be found at www.depositprotection.com.

Once your tenancy deposit has been protected in an approved scheme you will receive a certificate of registration within 30 days of your tenancy start date.

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How does the Tenancy deposit protection scheme work?■ Lovelle Lettings & Management don’t holds the security

deposit. This is held by the DPS.

■ At the end of your tenancy, Lovelle will write to you detailing any deductions to be taken from your security deposit based on the ‘Check Out’ report.

■ If you agree, we will return your deposit or the agreed balance within 10 working days of receiving written confirmation from you.

■ If you disagree, you have 20 working days to write to advise us of why you disagree with any deductions we have taken.

■ Lovelle Lettings & Management then has 20 working days to try and resolve the dispute with you.

■ After the 20 days have passed, either Lovelle Lettings & Management or you can submit details to the relevant scheme so they can decide on a fair settlement.

■ Where there is a registered dispute Lovelle Lettings & Management must send the disputed amount to the relevant scheme provider.

■ The amount not in dispute can be released as agreed between us.

■ The disputed amount will be paid in accordance with the instruction of an Independent Case Examiner within 10 working days of their decision.

Your tenancy

In this section■ Type of tenancy■ The tenancy term■ Ending your tenancy early■ Your responsibilities■ What we can expect from each other■ Who is responsible for paying?■ Sharing a property

Living in your home

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Your tenancy agreement is a legal document and is a binding contract between you and your landlord.Therefore when you sign your tenancy agreement you are bound by the agreement to keep to your responsibilities. It is important you read your tenancy agreement carefully and understand what it says.

Type of tenancyIn most cases the tenancy created will be an Assured Shorthold Tenancy in accordance with the Housing Act 1988. This applies to all tenancies where:

■ The rent is less than £100,000 per year;

■ The property will be your main or principal home.

Where these circumstances do not apply a non-Housing Act Tenancy will be arranged.


The tenancy termProperties are let on a fixed term, six months initial term.

Once the tenancy has started you have ‘security of tenure’ which means you have a right to remain in the property for the period of the term, set out in your tenancy agreement, provided you do not break any of the terms of the tenancy agreement.

At the end of the agreed term your tenancy will continue. We are required by law to serve two months’ notice of our intention to do this. Whereby you can give one to two months notice at anytime.

successionSuccesion is the right of someone who lives with you to take over your tenancy should anything happen to you. If a joint tenant dies, the tenancy can be succeeded by the surviving tenant. If a sole tenant dies, then the tenancy can be succeeded by a spouse (this can be your husband or wife, or someone living with you as your partner, including same sex partners) or a close relative. In both cases the succeeding tenant must have lived at the property as their main home at the sole tenant’s time of death. Assured Shorthold tenants have only limited succession rights as a surviving joint tenant or spouse or partner of the deceased sole tenant, as long as it was their main home when the tenant died.

Changing the name(s) on your tenancy agreement You may wish to change the name on your tenancy or the number of people who are on it. This is not unusual as people get married and divorced and families move in together or go their separate ways. It is important that your tenancy agreement reflects the people who are responsible for the property. If you are not on the tenacy agreement then you will not enjoy the same rights and responsibilities as a named tenant. If you leave a property and do not remove your name from the agreement you will be still joinly responsible for such things as rent arrrears, even if you are not living there.

your responsibilitiesAs a tenant you have responsibilities to us and to your neighbours. It is important that you understand what you’ve agreed to do and keep to the rules set out in your tenancy agreement.


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What we can expect from each other


Service What you can expect from Lovelle Lettings & Management

What we can expect from you

Rent To offer help and advice if you get into financial difficulties

To take appropriate action to recover any outstanding rent

To provide direct debit services for payment and other payment methods if this is not possible

Your rent payments in advance on the agreed date and by the agreed method

To advise us immediately if you are likely to get into difficulty paying your rent

Gardening (where relevant)

To maintain any shared gardens and green spaces where these are in the landlord’s responsibility

To keep your garden clean, tidy and well maintained

Gas servicing To contact you annually, informing you when you need a gas safety check carried out

To carry out annual gas safety checks

Provide you with a copy of the gas safety certificate

To respond to our communication arranging access to your home to carry out an annual gas safety check

To allow us into your home to carry out a gas safety check

Repairs and maintenance

To report all repairs to your landlord promptly and arrange suitable contractors

To recharge you for any damage you may have caused or any repairs that are your responsibility

To carry out minor repair jobs yourself (Page 25)

Report all defects and problems which are the landlord’s responsibility straight away

To obtain our permission, in writing, if you wish to decorate any part of the property

Your home To carry out regular visits to check the condition of your home

To try and keep communal areas that are the landlord’s responsibility clean and in a reasonable state of repair

To use the property as your main home

To keep your home in a clean and tidy condition

To inform us, in writing, if the property will be completely unoccupied for more than 14 days at any one time

Being a good neighbour

To take a firm approach to breaches of your tenancy

Not to cause a nuisance to your neighbours

To try and resolve minor neighbour disputes yourself

Insurance To insure the building and the landlord’s contents

To insure your belongings

Moving out To repay you your security deposit, except where we needs to charge you for any damage against your security deposit that is not ‘fair wear and tear’

Leave the property when your tenancy comes to an end

To make sure the property is cleaned to a professional standard before you leave and is returned in the same condition


Item Tenant Landlord

Inventory check in

Rent

Service charge

Council tax

Gas

Water

Electricity

Telephone

Television licence

Broadband, cable or satellite installation * Please be aware any external installations

require permission from your Property Manager

Buildings insurance

Landlord’s contents insurance

Tenant’s contents insurance

Private garden maintenance

Window cleaning

Breach of tenancy fee

Co-ordinating routine repairs and maintenance

Gas servicing

Inventory check out

•

•

•

•

•

•

•

•

•

•

•

•

•

•

•

•

•

•

•

Who is responsible for paying?Some of the main costs associated with living in your home are shown below. If any are not shown in the table and you are in any doubt who is responsible for certain items, please contact us.

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sharing a propertyIf you rent a property with others (sharers) you all have equal ‘joint and several’ responsibility for keeping to the terms and conditions of the tenancy agreement. This means each sharer:

■ Has responsibility for the full amount of the rent. If one sharer does not pay their share of the rent they, and the other sharers, remain responsible for the full rent and any outstanding balance;

■ Is responsible for any damage caused by any sharer and will be held equally responsible if deductions are made from the deposit and any dispute is the responsibility of the tenants to resolve;

■ Must advise Lovelle Lettings & Management if another sharer moves out.

This joint responsibility also applies to the termination of the tenancy; so any one sharer wishing to end a tenancy is considered to be doing so on behalf of all the tenants.

In some circumstances we can accept a new sharer taking on the obligations of the outgoing sharer with the remaining members of the group for the balance of the tenancy term.

This will be subject to:

■ No change taking place within the first six months of the tenancy

■ There being more than three months of the tenancy left to run

■ References for the new sharer being acceptable to Lovelle

■ No rent arrears on the tenancy

■ The property being kept in good order

■ Lovelle Lettings & Management not being involved in the partial return of the deposit and sharers arranging for any partial return of deposit to those vacating

■ The outgoing sharer meeting Lovelle Lettings & Management administration costs which are currently £50 including VAT.


Living in your homeYour rent

In this section■ How the rent is calculated■ How the rent is paid■ If you face difficulty paying the rent

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your rent is the amount you pay to live in the property, it does not include

you, as a tenant, must make sure the rent is paid. if the tenancy is in two or more names, everyone on the tenancy agreement is responsible for making sure the rent is paid on time. This is a condition of the tenancy agreement.

you must ensure cleared funds are in your bank account to meet all the rent when it falls due. Where this does not align with the date of your personal income (eg. salary) payment it is still your responsibility to ensure the money is in your account to honour the payment.

■ Council tax■ Telephone■ electricity■ Gas■ Water■ Television licence


How the rent is calculatedExcept where your tenancy agreement states differently, your rent is calculated on a weekly basis.

Example

Weekly Rent £100

Multiplied by 52 £5,200 (annual Rent)

divided by 12 £433.33 (Monthly Rent)

When rent should be paid

Except where your tenancy agreement states differently, your rent is due on a Monday. If your tenancy starts on a date other than a Monday the rent is rounded up to the nearest Monday.

The first rent payment is due on or before the commencement date of the tenancy in the form of cleared funds.

If Lovelle Lettings & Management cannot confirm that the money has cleared we will not be able to allow you to move into the property.


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How the rent is paidAgain, except where your tenancy agreement states differently, rent payments are made by weekly instalments payable in advance by Direct Debit to Lovelle Lettings & Management. This needs to be from someone named on the tenancy agreement unless we have agreed otherwise with you in advance.

You can choose to pay your rent monthly provided the rent is paid in advance.

if you face difficulty paying the rentYour home is at risk if you do not pay the full rent on time. If you experience problems and think you are going to have difficulty paying your rent:

■ Contact a credit controller at Lovelle Lettings & Management to discuss the problem immediately.

■ Don’t ignore reminders.

■ Interest will be payable on late payments.

According to UK law, we have the right to apply for possession of your home when you are 8 weeks or 2 months in arrears. If this happens you will receive a notice advising you that we are about to begin legal proceedings.

By contacting us early we will have the best chance of helping you or advising you of an organisation that may be able to help you. It is really important not to fall into arrears because:

■ You may lose your home;

■ A Court can order you to pay costs and interest in addition to the unpaid rent;

■ Court judgement can affect your credit rating and make it harder to rent another property in the future.


Living in your homerepairs and maintenance

In this section■ Your responsibilities■ Our responsibilities■ General repairs and maintenance■ Furniture and furnishings■ Smoke alarms■ Gas safety■ Electrical equipment■ Energy efficiency■ How to report a repair■ Timescales■ Emergencies■ What is an emergency?■ What to do in an emergency

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as part of your tenancy you are required to take reasonable care of the property and its contents and should not allow it to fall into disrepair.

you can be charged for any damage to, or deterioration of, your property through negligence if you have not taken reasonable care.

We have set out below some of your main responsibilities with advice on how best to deal with them. please ensure you follow this advice carefully as you may be charged for any damage resulting from not doing so.

Your responsibilities


your responsibilities include


Looking after your home

— Keeping your home clean and tidy

— Letting us know if your home will be unoccupied for 14 days or more at any one time

— Doing those minor jobs which a householder would be expected to do. These might include: – Replacing light bulbs, batteries or electrical fuses – Bleeding radiators – Pressurising the boiler – Unblocking sinks or toilets – Keeping downpipes and gutters clear – Changing tap washers – Replacing broken glass

Reporting repairs

— Reporting all maintenance problems as soon as possible using our dedicated 24/7 online platform— Checking whether or not a repair is an emergency

Decorating

— Taking reasonable care of the property— Making sure you have permission in writing from your

Letting Co-ordinator before decorating any part of the property

Flooring

— Ensuring carpets and floor coverings are protected from all stains and burns. Any damage may require complete replacement for which you will be charged

Fridge/freezer (where provided)

— Defrosting regularly but never using a knife or other sharp object as this may damage the elements

Garden (where relevant)

— Keeping your garden in good seasonal and tidy order

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Rubbish

— Ensuring you dispose of rubbish responsibly and not allowing it to accumulate as this will help prevent vermin problems

— Finding out what day rubbish is collected in your area and putting out your wheelie-bin on time or using well sealed bin bags (where relevant)

Satellite dishes and aerials

— Not fitting an aerial or satellite dish to any part of the property without our written permission in advance

— Meeting the cost of fitting and removal, together with making good to professional standard

Sinks and work surfaces

— Using the correct cleaning materials, chopping boards and heatproof mats

— Not putting fatty substances down drains as this may block them and you will be liable for the unblocking costs

Shower head — De-scaling regularly (where necessary in hard water areas)

Security — Ensuring windows and doors are locked when you leave the property unattended

Tumble dryer (where supplied)

— Cleaning the filter regularly

Ventilation

— Making sure windows are opened regularly, particularly in the bathroom and kitchen to avoid the formation of mould

— Wiping down visible condensation

— Report it immediately if an extractor fan stops working

Walls — Not using Blu-Tac or other similar products

— Only using purpose made picture hooks, not nails, screws or tacks

Washing machine (where supplied)

— Cleaning the soap dispenser and filter regularly

Condensation — Please refer to our Condensation and Mould leaflet, which is enclosed in the Further Information section of this Tenant Handbook

Gas Safety — If you suspect a gas leak contact the National Grid directly on 0800 111 999


Vermin and infestationRemoval of vermin and infestations is usually the responsibility of the occupier and is not generally the landlord’s responsibility in law unless the Local Council determines there has been a breach of health and safety rules.

Vermin and Infestations

What to do

Mice

— If you experience mice in the property within the first two weeks of living there, we will be responsible for treatment to remove the infestation. After this, you become responsible and should contact your Local Council if you need help

Wasps or bees — Contact your Local Council for help. Wasps and bees are not the landlord’s responsibility

Rats — Contact your Local Council for help. They will help determine what is attracting the rats and provide advice on how to deal with them


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Our responsibilitiesUnder law, your landlord has certain responsibilities regarding repairs. These are:

General repairs and maintenance

■ A duty to ensure the safety of a rented property so that no injury or damage is caused to the occupants, neighbours or the public

To keep in good repair and working order

■ The structure and exterior of the building

■ Installations for the supply of water, gas, electricity and sanitation

■ Basins, sinks, baths and toilets (not including items damaged or broken through misuse or neglect)

■ Space and water heating installations

Furniture and furnishings

■ Where supplied, ensuring all upholstered furniture, beds, mattresses, pillows and cushions supplied by the landlord and forming part of the letting must comply with the Furniture & Furnishings (Fire) (Safety) Regulations 1988 amended 1989, 1993 and 2010

Smoke alarms

■ Fitting mains-operated interlinked smoke detectors and alarms to all properties built since June 1992

Gas safety

■ Maintaining gas appliances and pipework in a good and safe condition and in good working order

■ Carrying out a gas safety check annually using a qualified engineer and providing you with a written record of this inspection.



Electrical equipment

■ Making sure all electrical wiring and appliances in the property that are supplied by the Landlord are safe

Energy efficiency

■ Providing an Energy Performance Certificate to show the energy efficiency and environmental impact of the property

Please note; if a repair is a result of damage or negligence, or is not our responsibility, you will be charged at the time it is carried out or have the cost deducted from your deposit – please check when you call.

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emergencies*What is an emergency?

If we find that requests for repairs using the out of hours line are not genuine emergencies or urgent repairs we will charge you for the work. Our repair line operating hours 9am - 5pm Monday - Friday anything outside of these hours is considered an out of hours call. See below for what qualifies as an emergency or an urgent repair. We will also charge you for any repairs that we believe are needed as a result of damage caused by you.

What to do in an emergency

■ If there is an emergency or urgent repair at night or over the weekend, please call your local branch (or the emergency number provided) for a list of on call contractors. This is only for genuine emergencies.

■ Certain emergencies such as a fire or a gas leak will require the public emergency services. Please use a common sense approach in these circumstances.

■ In the event of a break-in, you are responsible for securing the property.


For the avoidance of doubt we have set out below what an emergency or urgent repair is*emergency but remember to...

Leaks which cannot be stopped or will cause further damage if allowed to continue

— Turn off the water using the stopcock — Place a suitable receptacle under the leak to

prevent further damage— Contact the occupants if the leak is coming

from a property adjacent or above— Inform Lovelles of the leak and the outcome of

contact with any neighbouring property

Electrical failure — Telephone the electricity supplier to check if the failure is because of an unpaid bill or general power cut

Heating system breakdown at the beginning of a weekend or holiday period where there is risk of the system freezing

— Contact our repairs line

Fire — Contact the emergency services immediately then call the repairs line

Gas leak — Contact the National Grid Emergency Service on 0800 111 99

Structural collapse or risk of collapse — Vacate the property then call the repairs line

Security (break ins) – entrance/exit

— Contact the emergency services immediately then call the repairs line


A urgent repair is classified as the below. We will visit and assess the repair within 24 hours and complete all works within three days.

— White goods or landlord appliances

— Blocked toilets or drains

— No hot water

— Heating not working

— Minor water leak

*As of 1 May 2014

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Living in your homeBeing a goodneighbour

In this section■ Your responsibilities■ Noise■ Parking■ Pets■ Blocks of flats

your responsibilitiesYou must not cause undue noise or nuisance to your neighbours or in the general neighbourhood. This applies to you as the tenant and anyone else living with you or visiting you.

Please treat others around you as you would wish to be treated.

For example:

■ Do not leave rubbish or bins out on the wrong day, in shared areas or where it could cause problems for others.

■ Tell your neighbours if you are having a party or barbeque, keep the noise down and ask visitors to be quiet when they leave.

■ Control pets properly; do not leave dogs to bark during the day, or leave your pets where they can cause a nuisance.

■ Bear in mind that your neighbours may have young children who go to bed early.

■ Only use audio devices such as the radio and television, or play musical instruments within the times set out in your tenancy agreement.


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What is noise nuisance?

Many people are completely unaware of the effect their enjoyment of loud music or other noisy activities may have on their neighbours. They might well act in a more responsible way if the facts are brought to their attention.

A noisy nusiance would be a significant and unreasonable emission of noise, that affectsyou in a significant and unreasonable way.

It is more than ‘annoyance’ and much more than the mere detection of a noise.

Many other factors determine whether or not a noise is a statutory nuisance and these can be:

• The time of the day • Your location e.g. urban / rural • The duration of the noise • The volume of the noise • The character of the noise

A noise may be caused by many activities including music, DIY, fans and motors and barking dogs.

Unfortunately, noise from road and air traffic cannot be dealt with.

informal action

Rather than resort to the law, you may wish to try the following:

• Discuss and resolve the matter directly with the person responsible for the noise (how would you feel if the situation was reversed and your neighbour made a complaint to the council?)

• Use a mediation service

Making a complaint

Before the council can take legal action on anyone’s behalf, it must be satisfied that a “statutory nuisance” exists and that evidence (suitable for a Court) has been gathered to support the case. In most cases, the following procedure will be followed:


Noise

• An informal letter will be sent to the person complained of to inform them of the problem.

• You will be asked to keep an accurate diary, detailing when the noise occurs and how the noise affects you.

• Noise monitoring equipment may be installed in your premises if the diary indicates a nuisance exists.

• An Officer of the council may visit when the noise occurs to make an assessment.

• If a statutory nuisance is found to exist, an ‘Abatement Notice’ may be served to prohibit or restrict the noise.

• If the noise continues, you will be asked to maintain a nuisance diary and an officer will make another visit when the noise is alleged to occur.

• In some cases the Council may obtain a warrant to enter the premises and seize nuisance making equipment.

The final option is to take the ‘offender’ to a magistrates court where a fine may be imposed and their equipment forfeited.If the above doesn’t help, please contact our Lettings Co-ordinators for advice.

ParkingIf you rent a specific car parking space you must only use that space. You must not store a commercial vehicle, boat or caravan in your allocated space or in any shared car park.

PetsPets and other animals cannot be kept at the property without prior written permission from Lovelle Lettings & Management. If we do agree to you keeping a pet we may ask you for an additional amount towards the deposit to cover any potential damage.

Blocks of flatsPlease also ensure that the following housekeeping rules are

adhered to:

■ Fire safety is of extreme importance for this building. Residents are discouraged from doing anything that may cause any obstruction or cause any risk to those either living or visiting the property.

■ All blocks are ‘No smoking’ Premises

■ The entrance lobby, corridors and staircases are for access and egress to flats only and must be kept unobstructed at all times.

■ The consumption of food and drink whilst in the common parts of the building is discouraged.

■ Please be aware that noise travels further in flats with hardwood floor.

■ Personal satellite dishes are not permitted on the external frontage of a block

■ Children should not play in the common parts of the block.


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Moving out

the end of your tenancy period


Moving outThe end of your tenancy periodYour tenancy can come to an end at the end of the fixed term or by giving one months notice on or before your rent day, at anytime after your fixed term:

■ a new tenancy is not available; or

■ you do not wish to remain for a further term.

If the landlord wishes to terminate your tenancy, we will write to you with at least two months notice.

If you wish to leave, you must advise us of this by letter or e-mail. When we receive this we will:

■ Confirm the date of departure and send you a ‘Check Out’ information letter

■ Ask you for information about the return of the deposit if you are a group

■ Carry out a full inventory within 72 hours of your departure

■ Notify you of the cost of any damaged or missing items for which you will be charged

■ Return the balance of your deposit under the terms set out in the ‘moving in’ section – How does the Tenancy Deposit Protection Scheme work?

■ You must report any repairs and maintenance issues before you leave and allow access for the work to take place

■ Your home may be inspected for any repairs or maintenance issues before you leave

■ All keys must be returned on the last day of the tenancy. If you do not do this you will be charged rent until they are returned.

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Moving out earlyIn some circumstances we may agree to ending your tenancy early. However you would remain responsible for the rent until the end of the tenancy term. If we are able to find a suitable tenant to take over from you, we may consider limiting this obligation.

If you need to leave the property earlier than you originally intended, please contact your Letting Co-ordinator to discuss how best to proceed.


Moving out checklist

Provide Lovelle Lettings & Management with notice in writing of your intention to leave (minimum of one full month)

Two monthsbefore moving

Book a professional removal company if required

Book post redirection with Royal Mail

Sort through all your belongings and sell or give away any unwanted items

Start collecting plenty of boxes (if the removal company doesn’t provide them)

Inform all service providers of your change of address, including:

Electricity

Gas

Water

Internet

Telephone

Council tax

TV licence

DVLA

Credit cards

One monthbefore moving

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If you plan to have a professional cleaner, remember to book your appointment prior to your move out date

Advise Lovelle Lettings & Management of any repairs you think might need doing

Start packing and label boxes clearly

If you have any pets, arrange a home for them on the day of the move

Provide Lovelle Lettings & Management with forwarding address and telephone number

Three weeks before moving

Return any borrowed items, such as library books etc.

Cancel deliveries of newspapers, milk etc.

Two weeks before moving

If necessary, defrost and clean the fridge and freezer so it is ready for the move

Pack a box of personal items that will be needed immediately at your new home (e.g. light bulbs, toiletries, kettle etc)

Contact your removal company to confirm their arrival time and notify them of any last minute details

Ensure the property is left in good order and left to a professionally cleaned standard

One week before moving

Write down your meter readings and ensure utility companies are informed

Ensure nothing is left behind

Check all windows are closed and doors locked

Cancel rent payment

Return keys in person to Lovelle Lettings & Management offices

Moving out day


Your FeedbackWe are committed to providing a good quality service to all of our tenants and always look to improve based on your feedback. Please help us do so by responding to satisfaction surveys and by getting in touch when you have any concerns. If you are unhappy about any aspect of the service please talk this through with your Letting Co-ordinator. If this does not resolve things satisfactorily we encourage you to make a formal complaint which will be taken seriously and dealt with as quickly as possible.

If you make a complaint we will:■ Try to resolve the matter as quickly as possible

■ Apologise for any mistakes we have made

■ Aim to respond to you within five days

■ Keep you informed of progress and our findings.

You can help us deal with your complaint efficiently by:■ Providing your full details, including full property address and

the full name of the lead tenant.

■ Telling us who you have dealt with before

■ Providing a copy of any previous letters

■ Telling us how you would like the complaint resolved.

Please make your complaint in writing to:Local Lettings Manager.

Or alternatively, please email us on: [email protected]


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Green Tips

save money,save theenvironment

Lovelle Lettings & Management would like to work with our tenants to help make the world a better place for future generations.This information pack contains a number of suggestions that could both save you money and collectively make a very positive impact on the planet. please share these tips with friends and family because together we can make a difference.

energy did you know?■ Turning the thermostat on your central heating system down by 1°C

could cut your heating bills by up to 10%.

■ Washing clothes at 30°C instead of 40°C uses around 40% less energy.

■ Unplugging your PC overnight could save you as much as £35 per year.

■ One energy saving light bulb can save you up to £9 per year – that adds up to more than £100 over the course of the bulb’s lifetime!

■ By boiling only as much water as you need, you could save enough energy in a week to run a TV for 26 hours.

■ The average household could save up to £300 a year on energy bills and two tonnes of carbon dioxide by being more energy efficient.

■ Change your electricity to a green supplier such as Good Energy and get 100% of your electric from renewable sources; www.good-energy.co.uk or Tel: 0845 456 1640.

■ By 2020, around 50 million new gas and electricity smart meters will be installed in homes across the UK by energy suppliers. The nationwide rollout is a key Government policy with the scheme delivering significant benefits to consumers. To find out more visit: www.smart-meter.org.uk

energy saving tips■ Free domestic energy advice www.cse.org.uk/advice

■ Close your curtains at dusk to stop heat escaping through the windows.

■ Make sure your hot water cylinder thermostat is not set higher than 60°C/140°F.

■ Turn off the lights when you a leave a room.

■ Don’t leave appliances on standby and remember not to leave appliances on charge unnecessarily.

■ Dry washing on a clothes line outside whenever possible.


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Water did you know?■ Simply turning the tap off whilst you clean your teeth could save as

much as nine litres of water a minute.

■ Don’t overfill the kettle when making a cup of tea. Only fill and boil what you need.

■ Taking a shower rather than a bath could save you up to 400 litres of water a week.

■ Fix dripping taps – a dripping tap can waste 90 litres of water a week.

Water saving tips■ Don’t let the cold water that comes through before a tap runs hot go

down the drain – use it for watering plants or put it into a water butt in the garden.

■ Keep a jug of water in the fridge to prevent wasting water every time you wait for the tap to run cold.

■ Only use the washing machine and dishwasher when you have a full load.

■ Consider buying a water butt to collect rain water for the garden – using rain water not only saves mains water but also the energy used to treat it.

■ Putting a water-saving device, or simply a plastic coke bottle full of water, in your toilet cistern could save three litres of water every time you flush.


■ Put the lid on a pan to reduce the amount of time and energy it takes to boil.

■ Walk, cycle or take public transport wherever possible.

■ Share car journeys where possible; www.nationalcarshare.co.uk or www.freewheelers.co.uk or join a car club www.carclubs.org.uk

Waste did you know?■ On average, every person in the UK throws away their own body

weight in rubbish every seven weeks.

■ The energy saved from recycling one glass bottle will power a colour TV for 15 minutes or a computer for 20 minutes.

■ 100,000 tonnes of plastic bags are thrown away in the UK every year – that is the weight of 70,000 cars. Carrier bags dumped in landfill take 100 years to decompose.

■ If you recycle your paper, in just seven days it could come back as your newspaper.

■ 50% of food purchased in the UK goes to waste.

■ The UK produces enough waste every two hours to fill the Albert Hall.

■ The UK produces more than 434 million tonnes of waste every year.

■ Glass bottles can be recycled into house insulation. Plastic bottles can be recycled into fleece jackets.

Waste saving tips■ Reduce, reuse, recycle.

■ Register with the Mailing Preference Scheme to avoid receiving junk mail; www.mpsonline.org.uk or Tel: 0845 703 4599.

■ Use shredded waste paper as a substitute for animal bedding or cat litter.

■ Donate unwanted items to charity shops or give them away through www.freecycle.org.

■ Compost kitchen and garden waste.

■ Recycle as much household waste as possible – contact your local council to find out about recycling facilities and services in your area.

■ Choose to reuse – take shopping bags with you and if you cannot avoid an occasional plastic bag then reuse it.

■ Write a shopping list to help you only buy what you need to avoid throwing away excess food, paint etc.


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Living in your home

more tips and hints

In this section■ Living in your property■ Turning off electricity■ Leaking, burst or frozen pipes■ Controlling central heating ■ Condensation ■ Washing machines■ Clearing blockages, overflows and Saniflo toilets■ Bleeding radiators■ Kitchen extractor filters■ Changing light bulbs and batteries■ Troubleshooting

Living in your property In this section you will find a guide to maintenance for your home and what to do when encountering basic problems.

Please note that demonstrations of most of these tips are available through a simple Internet search and that manuals to most appliances can be found online with the make and model number.

Looking After your Home:

You are responsible for keeping your home in good condition. To help you do this it is best to carry out small tasks and routine checks to prevent the build up of problems.

Make sure you know where the main water stopcock is, and how to turn it off. It is usually where the main water pipe enters the property or by the kitchen sink.

Be sure you know how to turn off Electricity and Gas supply in an emergency. See ‘Turning off Electricity’ or ask a contractor when they next visit you.

Wipe down all areas affected by condensation on a regular basis, and if any mould has formed, clean it off using a solution of 1 part bleach to 4 parts water, or an appropriate cleaning product. See ‘Condensation’.

Limescale can be removed from baths, sinks, shower heads and taps with a de-scaler available from most supermarkets and DIY stores.

Blockages in kitchen sink waste pipes can be prevented by flushing through an appropriate drain cleaning product on a regular basis (available from supermarkets and DIY stores).

It is your responsibility to replace light bulbs and change batteries for smoke alarms and CO detectors during your tenancy. See ‘Changing Light Bulbs & Batteries’.

Carry out regular ‘Maintenance Washes’ and checks to keep your washing machine and dishwasher clean and in good working order. See ‘Washing Machine’.

Defrost your freezer compartment regularly. Letting ice build up could lead to your freezer not functioning properly or efficiently.


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Turning off electricity If you need to turn off all electricity (e.g. due to a leak), use the main ON/OFF switch on the electricity consumer unit (Fuse Box).

Checking your Fuse box:

Familiarise yourself with your fuse box, which should be located either close to the main point of entry for electricity in your home (this may in fact be in a communal hallway). It will either have fuses or trip switches.

Modern electric circuits are fitted with circuit breaker fuse system. A switch will tripped and the circuit will be broken, stopping power the circuit if a fault develops. Older units will have fuses that may need to be replaced.

If in doubt, please contact your Letting Co-ordinator.

When a switch is tripped:

Open the cover on the fuse box to expose the trip switches. Check which switches have tripped to the OFF position and put them back to the ON position. For more detail, please refer to any user manual supplied.

Overloading plugs:

A common cause of electricity trips or faults is overloading plugs and blowing fuses. Therefore do not use multiple adaptors on single plug sockets and be sure to check the appliance fuse. If a contractor is called out due to this kind of user error, you are likely to be liable for the cost.

Leaking, burst or frozen pipesPlease contact your us and take the following precautions

When pipes leak:

Place a dish or bowl underneath the leak. Pull back and carpets and lay down towels to absorb the dampness.

When pipes burst:

Turn off the water at the main stopcock and switch off any water heaters. Open all taps to drain water from the system. Can it be isolated? Some appliances have their own isolation valve which can be used these to stop their water supply.

if electric fittings get wet:

Do not touch. Turn off electricity at the Fuse Box. See above


Controlling your central heatingDuring freezing spells, keep the heating on to prevent the pipes from freezing. Turning the thermostat down to 10C can prevent this when you are out.

How to control the temperature:

The thermostat maintains the temperature in your property. To set it, turn the dial so that the arrow or marker indicates the temperature desired. A comfortable temperature is between 18C and 22C.

On many systems, the temperature of individual radiators can be controlled via the turn knobs on the side.

How to set a digital timer:

Check the clock is showing the correct time. If not, put the timer switch to ‘clock’ and adjust the time. Reset the timer switch to ‘auto’ and set the ‘heating’ and ‘hot water’ switches to come on once, twice or stay on all the time as you require.

How to set a clock timer:

Turn the clock until it is showing the correct time. Decide when you want the heating to come on and off and arrange the pins or arrows for those times.


CondensationCondensation occurs when there is an excessive build up of moisture in the air. There is always moisture in the air, but people create additional moisture in their homes by:

■ Cooking or boiling water

■ Taking Baths or showers

■ Drying clothes indoors

Condensation is worsened by extreme differences in temperature, such as the outside temperature in cold weather versus the inside temperature in your home. This is why condensation is usually worse in the colder season.

If condensation cannot dry out, it will cause mould on walls, in cupboards and on windowsills, and mildew to form on clothes and upholstery.

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There are four things you can do to stop condensation forming:

■ Produce less moisture: Cover pans and turn down the heat when boiling; switch off boiling kettles; and dry clothes outside, or in a well-ventilated room.

■ Ventilate to let moisture out. Open a kitchen or bathroom window to let steam escape (in conjunction with the use of an extractor fan), and open windows for a while each day to allow air to circulate through your property.

■ Keep your home warm. Drastic changes in the ambient temperature in your home can lead to more condensation.

■ Wipe down anywhere where moisture settles.

■ Watch our damp & condensation video at: www.lovelleestateagency.co.uk/lbea-repairs/video-guides.

php#condensation

Washing MachineTo keep your washing machine in good running order, you should carry out a maintenance wash once a month, to dissolve any mould or soap scum build up in the machine.

Tip: Leave the door on your washing machine open for a while after a wash to prevent damp build up.

Maintenance washes:

These should be carried out once a month to keep your machine in clean working order. They should also be carried out if you find any mould building up in your machine, or the machine starts to smell damp.

■ Do not put any clothes in the machine

■ Fill the soap dispense with soda crystals, not normal detergent. (Soda Crystals are available from most supermarkets and DIY Stores)

■ Set your machine on a hot wash and allow it to complete the cycle.

Washer Dryer Notice: Please be aware that most washer dryer units cannot take the same load in washing as in drying. Always refer to the user guide and do not exceed the recommended limits.

continued overleaf

Washing Machine continued

Removing mould:

Black mould can form on the door seal, particularly if you don’t allow the machine to dry out between washes, or you don’t carry out maintenance washes. This is best removed by using rubber gloves and making sure you remove all mould from the layers of inner and outer door seals, followed with a maintenance wash. See above

Checking the pump filter:

Many problems, such as the washing machine not draining properly or completing its cycle are caused by foreign objects finding their way into the pump area. You should ensure that all small objects are removed from pockets to prevent this form happening.

Please refer to the appliance handbook to gain access to the pump area and remove such objects and be advised that any damage to the appliance caused by this sort of item will be charged to you.

If you cannot gain access to the pump filter or you are unable to carry out the handbook instructions, contact your property manager, who will arrange for an engineer to attend.

if a contractor is called out due to this kind of user error, you are likely to be liable for the cost.


Clearing blockagesMost blockages are caused by a build up of foreign objects, such as food, grease or hair in your drains. You should use a drain cleaning product every so often to clear the drains, available from most Supermarkets and DIY Stores.

If a blockage is caused by your misuse in this way, you are likely to be held liable for the full cost of clearing the blockage. Therefore, you should attempt to clear any blockages yourself before contacting your property manager.

if more than one fitting is blocked:

The problem may be in the soil stack or the main drain. This will need to be cleared by a contractor. Call your Letting Co-ordinator during office hours.

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OverflowsTo stop an overflow:

If the toilet cistern is overflowing, try lifting the float to close the ball valve.

If this stops the overflow, try to tie it up, and contact your property manager during office hours.

saniflo toiletsSome toilets are fitted with a Saniflo Macerator Pump, which breaks up material and pumps water into the drains of the property. The important thing to note with Saniflo toilets is that you cannot put anything other than small amounts of toilet paper down them. Any larger items can break the macerator. It is expensive to replace Saniflo toilets and if they break down due to misuse, you will be charged for repair and/or replacement.


bleeding RadiatorsWhen to do it:

If the top part of a radiator is cold, when the bottom part of it is warm, it means air is trapped within the system. Bleeding the radiator releases this air and allows hot water to fill the whole system.

before bleeding:

If the radiator is cold, check that the radiator valve is turned up. If more than one radiator is cold, the whole system may need to be checked by a heating engineer. Please contact your Letting Co-ordinator during working hours.

Turn of the heating system before bleeding; otherwise the pump might draw more air into the system. Make sure the radiator in question is cold to prevent injury. You will need a special radiator key, available from most DIY and hardware shops. You will also need a rag cloth and a bowl in case water escapes from the system.

How to bleed:

The bleed valve is the small square nut situated at the top end of the radiator. Place the key over the valve and hold the cloth around it to catch any water. Gently turn the key anti-clockwise until you hear a hiss – this is the air being released. When water starts to come through, turn the key back clockwise to shut the valve off. DO NOT unscrew the valve completely as the plug will come out.

kitchen extractor filtersThe filters on kitchen extractor hoods should be cleaned regularly to ensure that they continue to work. You will notice discolouration when the filter needs to be replaced. If you don’t look after the filter, grease will build up around the cooker.


Changing light bulbs and batteriesChanging bulbs:

■ Turn off the light at the switch. To be safe, switching off the ‘lights’ circuit on your fuse box is the safest option.

■ Give the bulb time to cool.

■ Remove the bulb with a light but firm grip. It is a good idea to use a cloth glove or other soft glove to avoid direct contact with the bulb.

■ Replace with the same bulb type and turn the system back on.

Changing batteries:

You should carry out regular checks on your smoke detectors using the test button to ensure they are working.

Most of them are fitted with readily available 9 Volt batteries (the rectangular ones) and are easily replaced by opening the device.

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Troubleshooting My electric oven has stopped working:

■ You may have accidentally re-set the timer. Check and re-set your clock.

■ If there is no power at all, check your fuse box to be sure that the circuit hasn’t been broken. See ‘Checking your Fuse Box’

My washing machine has stopped draining, or has stopped mid-cycle:

■ Your pump filter is probably blocked. Drain the machine and check the filter for foreign objects. See ‘Washing Machines’ for how-to guide

My sink is draining slowly/not draining at all:

■ This is likely to be caused by a build up of food and limescale. Buy a sink/drain unblocking liquid to remove the blockage. See ‘Clearing Blockages’

My dishwasher isn’t washing my crockery properly:

■ You may need to replace your rinse aid or dishwasher salt. Both can be bought from supermarkets and are easily topped up. Check your appliance manual for further info.

My radiators aren’t hot all the way up:

■ There is too much air in the system. You need to bleed your radiators. See ‘Bleeding Radiators’

My central heating isn’t working properly:

■ Have you checked that the thermostat isn’t set too low and that the timer is set correctly on the boiler? See ‘Controlling Central Heating’

For all life’s changes

LOVELLELETTINGS & MANAGEMENT

TM

GRiMsby 01472 500700

HORnCasTLe 01507 603366

GainsbOROuGH 01427 614018

LinCOLn 01522 305096

aLFORd 01507 463199

skeGness 07775 924703

MabLeTHORpe 01507 603366

LOuTH 01507 603366

FeedbaCkLet us know how we’re doing.Email us at [email protected]

Contacting us

www.lovelleestateagency.co.uk

Documents

Your tenant handbook · Lovelle Tenants’ Handbook 5 We will provide a responsive service to tenants which includes: An online 24/7 website for all tenants’ repairs including an