Customer Information Pack

Transcription

1 Customer Information Pack Creating Great Places to Live, Work and Grow 1

2 Welcome to your new home Karen Armitage, Chief Executive Thank you for choosing Stafford and Rural Homes (SARH). We understand that taking on a home can be a lot to manage but we re here to help. This customer information pack will give you a brief guide to SARH services and, together with your Tenancy Agreement document which explains your responsibilities, has everything you need to know about your tenancy to help you settle in quickly in your new home. If you have a question please visit the FAQ or SARH Customer sections of our website housing@sarh.co.uk or call Proud to have delivered 12 years of affordable housing Stafford and Rural Homes (SARH) is the largest provider of affordable housing in Stafford. We own and manage more than 6,000 homes across Stafford and the surrounding area and have built 500 new homes in the last four years. We also offer Independent Living Services and an award winning Telecare home safety and personal security system for the elderly and vulnerable. Creating Great Places to Live, Work and Grow

3 A home you can be proud of All SARH homes meet our agreed lettable standard. This means that before you move in, we will have ensured that: Your home has had the following safety checks: All gas and electric installations will be safety checked An energy certificate will be issued following an energy performance assessment An asbestos inspection will have been carried out and, if any was found, it will have been removed or made safe A smoke alarm will have been fitted and tested There will be no: - bare wires or damaged electrical fittings - missing or unsafe flooring & floor treads on stairs - missing or damaged handrails Your home will be in good repair: All major and general repairs will have been completed (timescales for minor repairs will be confirmed once you have signed your Tenancy Agreement) General repairs are carried out in line with SARH Repairs Charter, details can be found at Further repairs information can be found in this pack, on the SARH website and in your tenancy agreement SARH will also assess the decoration of your home before you move in Your home will be secure: Entrance and exit doors - where appropriate we will fit a 5 lever mortice dead lock that complies with Police and Insurance Company security recommendations Controlled entry communal entrances will operate correctly Door and window lock keys will be supplied and all locks will operate correctly Gas and electric meter cupboards will be fitted Your home will be clean. This means: All rooms will be clean including: floors, kitchen units, worktops, paintwork and internal windows, sinks, toilets, baths and wash hand basins A new toilet seat will have been fitted All rubbish will have been cleared from the house, gardens, outbuildings, and all communal areas (internally and externally) and lawns will be tidy 3

4 Moving in checklist Useful information about moving into your new home We are committed to providing an excellent, friendly and efficient service. We ve developed service standards with customers and staff to make expectations clear. We work hard to achieve these standards and improve our services to customers. More information, help and guidance can be found at and we hope the following checklist and information will be helpful as you become a SARH customer. Sign your Stafford and Rural Homes (SARH) Tenancy Agreement Included in this pack is a copy of your SARH Tenancy Agreement. Further information about your SARH Tenancy Journey can also be found on our website. Set up a SARH Online account You can register for a SARH Online account on our website and check your rent account balance at any time of the day or night. Set up your rent payments SARH offers several ways to pay your rent. The easiest way to pay your rent is by Direct Debit as payments can be made weekly or monthly on any date to suit you. If you think you may not be able to pay your rent on time, contact SARH immediately. Your home is at risk if you do not pay your rent. SARH offers a free and impartial Money Advice Service. Ways to pay: Online at: Using the Allpay App By direct debit Over the counter - use your rent payment card to make payments at Post Offices by cash, cheque or debit card PayPoint outlets by cash, cheque or debit card Over the phone by calling

5 Gas Safety As a safety precaution the gas supply has been disconnected and capped off at the meter. Please contact SARH to re-connect and test the gas supply giving at least 24 hours notice. We will also give you instructions on how to use the heating system. Before you make an appointment with SARH please make sure: There is a Gas Account set up in your name with your supplier The electricity supply is on; where card meters are installed please ensure they are in credit You have received your gas & electricity cards for meters (if applicable) and that there is a minimum of 2 credit on each When you telephone your suppliers you will be asked for a meter reading for your gas and electricity and asked what type of meter you have. The meters will be either credit or pre-payment meters which have been installed by the respective gas and electricity suppliers. Gas and solid fuel servicing: For your safety you must allow SARH Gas Engineers reasonable access to the property to carry out gas safety checks. SARH has a duty by law to annually inspect and ensure all gas appliances in your home are safe to use, including gas cookers. SARH also carries out annual service checks on solid fuel and certain electrical appliances within your home. We will contact you when checks are due to arrange an appointment. Gas Cookers in SARH Flats and Apartments: Customers moving into a flat or apartment must ensure that hob burners on Gas Cookers are fitted with Flame Supervision Devices. Always use a Gas Safe Registered Engineer to carry out all gas related work in your home. It is a legal requirement. SARH Gas Engineers are Gas Safe Registered and are qualified to install all gas appliances, including gas cookers. If you need assistance with this, please ask your SARH Representative about installation. Charges from 75 will apply and will need to be paid in full. SARH Gas Safe Registration Number:

6 Moving in checklist Useful information about moving into your new home Change of address Inform your bank, building society, subscriptions etc, arrange mail re-direction from your previous address and register on the electoral roll at Contact Stafford Borough Council (SBC) Register for Council Tax Order a wheeled bin for general waste Find out more about recycling in your area Arrange collection of large household items Call , info@staffordbc.gov.uk or visit Test alarms Smoke/heat and/or carbon monoxide detectors have been fitted and tested. Please continue to test detectors regularly and replace batteries as required. Why not contact Staffordshire Fire and Rescue Service for a FREE Home Fire Risk Check today. Call (In an emergency call 999) or visit Home Contents Insurance SARH does not provide Home Contents Insurance. All SARH Customers are eligible to apply for a low cost My Home Contents Insurance policy through THISTLE Insurance, offering: Flexible regular premium payments Quick and easy to apply for cover No Excess - you don t have to pay the first part of the claim Cover is provided on a new for old basis with no deduction for wear and tear, except in respect of linen and clothing Cover includes replacement of external locks if your keys are lost or stolen See our website for details of how to apply or complete the application form included in this pack. Call or visit: Ensuring your home has a safe and up to date electrical supply Housing Worx carry out tests on behalf of SARH. We will get in touch to let you know what work we will be doing and when it will happen. 6

7 Apply for a TV Licence If you intend to watch television (including BBC iplayer) in your new home on any device, you must apply for a TV Licence registered at that address; failure to do so could result in your prosecution and a significant fine being imposed. Visit: Update your Driving Licence You can be fined up to 1,000 if you don t tell DVLA when your address changes. It is free to update your details. Visit: Are you in need of furniture or do you have unwanted furniture you want to donate? The British Heart Foundation offer good quality furniture and household goods. Visit: Loft Spaces It s important that you do not enter or store items in your loft so SARH can carry out repairs when required. Please contact SARH if you feel there is something that requires attention. Treating dampness or mould If you notice moisture or mould on walls and windows, you should clean the areas down with a fungicidal wash. Keep your home well ventilated and create air flow in every room to reduce the effects it has on your home. Safeguarding SARH has robust policies and procedures to ensure people can live their lives free from abuse and harm. Our staff all undertake safeguarding training to help us to protect adults and children at risk from violence or abuse. 7

8 Your SARH Representative will show you where the following services are located and how to turn them off in an emergency. Electricity Contact your Electricity Supplier to set up a new account. Call Energy UK to find out the name of your supplier on * (*call is chargeable) Meter type: Meter location: Meter number: Supplier: Meter reading: Gas Contact your Gas Supplier to set up a new account. Call the National Grid to find out the name of your supplier on * (*call is chargeable) Meter type: Meter location: Gas emergency control valve location: Meter number: Supplier: Meter reading: Water Contact Severn Trent Water to set up a new account on * (*call is chargeable) or visit You may also apply for permission to install a water meter at There is usually no charge for this unless pipework has to be altered. You must also contact SARH for permission. 8

9 Repairs and Home Improvements Useful information about moving into your new home SARH is generally responsible for maintaining your home. This includes repairing the structure and exterior, the supply of water, gas and electricity and facilities for heating, hot water and sanitation. Customer Responsibilities for Repairs SARH Customers are responsible for certain repairs and the general upkeep of their home and garden including for example: Replacing broken or cracked glass Gaining access and replacing locks and keys (see section on Home Contents Insurance on page 6) Any fixture, fitting or improvement added to the property by you or a previous customer Decorations (inc. treatments for damp and mould growth*) Bleeding radiators Adjusting doors following carpet fitting Garden maintenance *The SARH website offers FREE help and advice to deal with certain issues, such as dealing with dampness caused by condensation. Please note that SARH may carry out some repairs/routine maintenance issues for you professionally at a low cost. SARH will inform you of the cost before completing the work. Please enquire for details. Reporting a Repair You can request a repair and contact SARH if you have any concerns on our website or by calling SARH provides a repairs service that meets the high standards you expect, whilst providing excellent value for money and safeguarding the future of your home and protecting the environment. 9

10 Home Improvements There is no need to ask SARH for permission to carry out minor work such as decorating but please see for guidance about applying for permission to carry out larger projects such as fitting a satellite dish. Reporting an Emergency Repair You can report emergency repair requests 24/7 and we will attend on the same day. If you are unsure if your repair is an emergency, please see our website for details. Please note that you may be charged a call out fee if: The repair requested is not a genuine emergency You have deliberately caused the damage You are not at the property when we attend to the emergency repair request Asbestos Properties built between the 1950s and 1980s may contain some form of asbestos material. It s unlikely to be a danger to your health as long as it s undamaged and hasn t been disturbed. If you are concerned, please call If you have a question please visit the FAQ or SARH Customer sections of housing@sarh.co.uk or call

11 Live an Independent Life Reassurance for your family and friends The extra support you need FREE 21 day trial FREE initial consultation You First Telecare Service provides: an affordable personal alarm system immediate help at the touch of a button reassurance and not just for medical emergencies simple FREE installation You First Wellbeing Service offers help with: getting you back on your feet after a hospital or residential care stay attending GP & Hospital appointments accessing care and welfare services attending leisure and social activities FREE initial assessment of your needs, includes advice on preventing slips, trips and falls. For more information about You First services, visit or call Housing Worx are pleased to offer a new Home Improvements Service to SARH Customers at exclusive competitive rates. Decorating Fencing Paving and patios Electrical work Carpentry Key safe supply and fitting General home improvements Do you have care and support services visiting your home? If so a Key Safe is the most secure way for you to let authorised visitors and emergency services enter your home. Key Safes supplied and fitted from 75 For more information on our new Home Improvements Service, visit:

12 MONEYADVICETEAM We re here to help Become stress free Supportive Don t get in a tangle, we re here to help You re not on your own CALL US We can help you take control of your finances Go on... what are you waiting for? Give our advisors a call and get the help you need The Rurals, 1 Parker Court, Staffordshire Technology Park, Beaconside, Stafford ST18 0WP t w. e. moneyadvice@sarh.co.uk Contact us For all enquiries: Visit our website housing@sarh.co.uk 24 Hour Contact Telephone We are located at: Stafford and Rural Homes, The Rurals, 1 Parker Court, Staffordshire Technology Park, Beaconside, Stafford ST18 0WP Reception Opening Hours: Monday - Friday, 8.30am pm Company Registration No: Registered Charity No: VAT Registration No: HCA No: L4458 Housing Worx Ltd. Company Registration No: Designed and printed by Imagaprint, Stafford. All information correct at time of print. (May 2017) 12