TENANT HANDBOOK WELCOME TO YOUR HOME - TENANT HANDBOOK - Winchester City Council
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TENANT HANDBOOK
WELCOME TO YOUR HOME
TENANT HANDBOOK 1
CONTENTS Death of a Tenant................................................................................................ 18
Nuisance and Anti-Social Behaviour..................................................................... 19
Neighbour Disputes ....................................................................................... 19
HOW TO CONTACT HOUSING............................................... 7 Harassment ................................................................................................... 19
Customer Service.................................................................................................. 8
Domestic Abuse............................................................................................. 20
Complaints............................................................................................................ 8
Drugs............................................................................................................. 20
Data Protection..................................................................................................... 9
Vandalism and Graffiti ................................................................................... 20
Freedom of Information........................................................................................ 9
Noise Nuisance .............................................................................................. 20
Your Local councillor............................................................................................. 9
101 Service.................................................................................................... 20
Privacy Notice – what we do with your personal information................................. 9
Safeguarding.................................................................................................. 21
My Winchester Tenancy online portal.................................................................. 10
Mediation...................................................................................................... 21
Victim Support............................................................................................... 21
YOUR TENANCY.................................................................. 12
Your Introductory Tenancy................................................................................... 12
YOUR HOME....................................................................... 23
Your Secure Tenancy............................................................................................ 12
Gas and Electric Cookers..................................................................................... 23
Your Rights as a Tenant ...................................................................................... 14
Electrical Equipment............................................................................................ 23
Right to Buy................................................................................................... 14
Floor Coverings................................................................................................... 23
Right of Succession........................................................................................ 14
Contents Insurance............................................................................................. 23
Right of Assignment....................................................................................... 15
Claims against the council .................................................................................. 24
Can someone else join my tenancy?............................................................... 15
Storage of Items.................................................................................................. 24
Right to take in lodgers and
Gardens.............................................................................................................. 24
sub-let............................................................................................................ 15
Rubbish in Gardens........................................................................................ 24
What is the difference between having a lodger and sub-letting?................... 15
Help to Manage your Garden......................................................................... 25
Right to Manage............................................................................................ 16
Fencing.......................................................................................................... 25
Right to Consultation..................................................................................... 16
Encroachment................................................................................................ 25
Right to Information....................................................................................... 16
Neighbourhood Management ............................................................................ 25
Right to Repair............................................................................................... 16
Requesting Permission from us............................................................................ 26
Right to Carry Out Improvements................................................................... 16
Home Improvements and Alterations.............................................................. 26
Right to Compensation for Improvements ..................................................... 16
Pets................................................................................................................ 26
New Tenant Visits................................................................................................ 17
Running a Business......................................................................................... 26
Tenancy sustainment........................................................................................... 17
Television Aerials............................................................................................ 27
Lifeline................................................................................................................ 17
Aids and Adaptations ......................................................................................... 27
2 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 3
YOUR NEIGHBOURHOOD.................................................... 29 MAINTENANCE AND REPAIRS.............................................. 43
Neighbourhood Management............................................................................. 29 Who is Responsible?............................................................................................ 43
Cleaning........................................................................................................ 29 Aerials................................................................................................................. 44
Managing Communal Areas........................................................................... 29 Annual Gas Safety Check and Heating Appliance Servicing.................................. 44
Mobility Scooters............................................................................................ 29 Asbestos............................................................................................................. 45
Fire Safety .................................................................................................... 30 Bathrooms.......................................................................................................... 45
Liquid Petroleum Gas (LPG) and Paraffin Heaters............................................ 31 Blocked Gullies, Sinks and Wastes....................................................................... 45
Barbecues and Patio Heaters.......................................................................... 31 Central Heating................................................................................................... 46
Communal Gardens............................................................................................ 31 Chimneys, Fireplaces and Flues............................................................................ 47
Security............................................................................................................... 31 Condensation, Damp and Mould......................................................................... 47
Repairs................................................................................................................ 32 Customer Care and Complaints........................................................................... 48
Smoking.............................................................................................................. 32 Damage to Properties and Recharges................................................................... 48
Grounds Maintenance......................................................................................... 32 Detectors - Smoke and Carbon Monoxide........................................................... 49
Trees.............................................................................................................. 32 Electrics............................................................................................................... 50
Rubbish Disposal................................................................................................. 32 Energy Efficiency/SAP Rating............................................................................... 50
Bonfires............................................................................................................... 33 External Decoration............................................................................................. 51
Pest Control........................................................................................................ 33 External Doors..................................................................................................... 51
Parking ............................................................................................................... 33 External Property Inspection................................................................................ 51
Commercial Vehicles and Lorries.......................................................................... 33 Gas..................................................................................................................... 52
Caravans, Boats and Trailers................................................................................ 34 Gutters and Downpipes....................................................................................... 52
Disabled Parking Bays.......................................................................................... 34 Health and Safety - Housing Health & Safety Rating System (HHSRS)................... 52
Abandoned and Untaxed Vehicles....................................................................... 34 Improvements..................................................................................................... 53
Vehicle Repairs.................................................................................................... 34 Identification....................................................................................................... 53
Garages.............................................................................................................. 35 Insulation............................................................................................................ 53
Estate Improvements........................................................................................... 35 Internal Decoration.............................................................................................. 54
Kitchens.............................................................................................................. 54
PAYING YOUR RENT............................................................. 37 Out of hours Emergencies - Call 01962 865 405................................................. 54
Ways to Pay your Rent ........................................................................................ 37 Responsive Repairs.............................................................................................. 55
Claiming Benefits................................................................................................ 38 Roof.................................................................................................................... 58
Universal Credit.............................................................................................. 39 Walls................................................................................................................... 58
Rental Exchange............................................................................................. 39 Windows............................................................................................................. 58
Your Rent Account Balance................................................................................. 40
Problems Paying your Rent.................................................................................. 40
Action for Rent Arrears........................................................................................ 41
4 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 5
CONTACT US
SHELTERED HOUSING.......................................................... 60 HOW TO CONTACT Further information about contacting the
council is also available on our website.
The Sheltered Housing Service ............................................................................ 60 HOUSING
Tenant Information ........................................................................................ 60 winchester.gov.uk/housing/contact-housing
Who can apply for Sheltered Housing? ............................................................... 61
Community Alarm Service .................................................................................. 63
Communal Facilities ........................................................................................... 64
TENANT INVOLVEMENT FREEPHONE EMPTY PROPERTIES (COUNCIL HOMES)
Safety and Security ............................................................................................. 65 0800 716 987 01962 814 922
Tenancy Issues .................................................................................................... 66 * tenantinvolvement@winchester.gov.uk * propertylettings@winchester.gov.uk
Rents and Related Charges ................................................................................. 66
HOUSING TENANCY LEASEHOLD ENQUIRIES
Electric Buggies and Scooters ........................................................................ 66 01962 848 400 (option 5)
Aids and Adaptations .................................................................................... 67
01962 848 197
* housingtenancy@winchester.gov.uk * leasehold@winchester.gov.uk
Pets ............................................................................................................... 67
Tenancy Sustainment Service ......................................................................... 67 RENT ACCOUNTS PRIVATE SECTOR HOUSING
01962 848 205 01962 848 526
MAKING YOUR VOICE HEARD AND GETTING INVOLVED..... 69 * Housingrents@winchester.gov.uk * privatesectorhousing@winchester.gov.uk
Your Right to be Consulted................................................................................. 69
HOMELESSNESS
Other Ways to Get Involved................................................................................. 71 NEIGHBOURHOOD SERVICES
Tenant Training.................................................................................................... 71 01962 848 400 01962 848 163
Contact Details.................................................................................................... 71 * nservices@winchester.gov.uk * homelessness@winchester.gov.uk
HOUSING REPAIRS
SHELTERED HOUSING
MOVING HOME................................................................... 73 01962 848 400
Giving Notice...................................................................................................... 73 01962 855 335
Joint Tenants.................................................................................................. 74 * shelteredhousing@winchester.gov.uk OUT OF HOURS EMERGENCY
Giving Notice when a Tenant has Died............................................................ 74 HOUSING REPAIRS SERVICE
ALLOCATIONS
Power of Attorney.......................................................................................... 74 01962 865 405
Moving Home Checklist................................................................................. 74
01962 848 356
Condition of the Property.................................................................................... 74
* housingallocations@winchester.gov.uk ALL OTHER OUT OF HOURS
EMERGENCIES - INVOLVING COUNCIL
Transfers.............................................................................................................. 75 GARAGES PROPERTY OR SERVICES
The Transfer Register...................................................................................... 75
01962 814 922 01962 865 407
Incentive to Move........................................................................................... 76
* garages@winchester.gov.uk
Mutual Exchanges.......................................................................................... 76
HomeSwapper............................................................................................... 76 TENANCY SUSTAINMENT
Your Right to Compensation for Improvements .................................................. 77 01962 814 918
/winchestertenants
* tenancy sustainment@winchester.gov.uk
6 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 7
CONTACT US
CUSTOMER SERVICE COMPLAINTS - continued PRIVACY NOTICE –
receive information, for example, translation,
WHAT WE DO WITH YOUR
Winchester City Council is committed to As a council, we are members of The Housing
providing excellent customer care to all its interpreters, Braille, audio tape, large print, Ombudsman – an independent public body PERSONAL INFORMATION
customers. Details of our customer service sign language, please contact the Customer that looks impartially at complaints within
standards can be found on our website. Service Centre on the social housing sector to ensure correct Under Data Protection laws, Winchester City
01962 848 400 or by email procedures are followed. You can also Council is required to let you know how and
winchester.gov.uk/housing/contact-housing customerservice@winchester.gov.uk contact The Housing Ombudsman directly for why the personal information that you have
We will treat any information you give assistance on making a complaint, or if you’re provided is used. It is mainly used to enable us
Housing Service Standards Leaflet not happy with the way we are handling your to manage your tenancy which will include for
us about your personal circumstances
confidentially and sensitively. Please tell complaint. Visit www.housing-ombudsman. example, carrying out repairs to your home,
If you have any particular needs which affect org.uk/ for more details and advice recording rent payments, and calculating
how you are able to use or be involved in our us if you have difficulties because we can
arrange appropriate support for you. Housing Benefit. We may also contact you
services or how you would like to Further details on complaints can be found at
to ask for your views on how to improve our
winchester.gov.uk/housing/complaints services and policies.
Your information may also be used for the
DATA PROTECTION following purposes:
Equality monitoring - we aim to treat
We keep records about our service users everyone fairly and equally. Any information
which includes personal and sensitive you provide will help us to monitor the delivery
information. Information about the types of of services effectively, and make improvements.
data we hold and why, and your rights to
Exceptional circumstances - in certain
access this can be found on our website.
circumstances the law allows us to share some
winchester.gov.uk/housing/council-housing- information with third parties, even if you
tenants/data-protection have not given consent. For example, in a life
or death situation or in order to safeguard the
winchester.gov.uk/about/data-protection-
privacy
welfare of vulnerable children or adults.
Prevention and detection of crime,
including fraud - we may use information
FREEDOM OF INFORMATION you have provided for the prevention and
detection of fraud and in doing so will share
The council’s Access to Information policy is your information with others.
available on our website.
Other departments of the council -
COMPLAINTS winchester.gov.uk/about/foi/ sometimes information will be shared with
freedominformation-act other parts of the council. For example
We operate a proactive and positive To raise a formal complaint: fill in the on-line information may be given to Electoral
approach to complaints, using them as complaints form at Registration Services, council Tax and Benefits.
valuable customer feedback and as a means
YOUR LOCAL COUNCILLOR
winchester.gov.uk/complaints Partner organisations -
of identifying areas in need of review or
If you would like to contact your local Information will be shared with organisations
improvement. In all cases, we are committed
• Contact the Customer Service Centre for councillor their details are available on our that provide services on behalf of the council -
to resolving complaints effectively and within
a printed copy on 01962 840 222 website. this will include, for example contractors who
our defined targets.
carry out repairs to your home.
• Directly to an officer of the council
How to raise a stage one complaint https://democracy.winchester.gov.uk
If you want to know more about the rights
• Via social media - Facebook and Twitter
You may have tried to resolve an issue with that you have under Data Protection laws
an officer or via the standard repairs feedback • In writing to Winchester City Council, please see our website here:
process unsuccessfully and now you’re Colebrook Street, Winchester, Hants,
winchester.gov.uk/about/data-protection-
wanting to make a formal complaint. SO23 9LJ
privacy
8 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 9
YOUR TENANCY
In this section:
Your Introductory Tenancy............................................................................................ 12
Online 24 / 7 Your Secure Tenancy..................................................................................................... 12
service access Your Rights as a Tenant ............................................................................................... 14
Check & update your Request a repair Right to Buy................................................................................................................. 14
persoanal, household
MY WINCHESTER TENANCY and include:
The benefits of registering check your
Right of Succession...................................................................................................... 14
& contact details
ONLINE PORTAL • Check your rent accounthistory
24 / 7
repair and print your
own rent statement Right of Assignment..................................................................................................... 15
Send & • Pay your rent Find out latest Can someone else join my tenancy?............................................................................. 15
We encourage all tenants to register on the
receive news & report Right to take in lodgers and sub-let.............................................................................. 15
My Winchester Tenancy online portal. The • Check and update your personal,
messages anti-social
portal is a convenient and simple way for you household and contact details What is the difference between having a lodger and sub-letting?................................. 15
behaviour
to contact us and manage your tenancy. • Request a non-repair and check your Right to Manage.......................................................................................................... 16
Check
New users your
will need to register, we will then repair history
Right to Consultation................................................................................................... 16
View and print
verifyrent
youraccount
& make
code allowing £
details and send you a verification
you to access your account.
• Send and receive messages your rent
• Report anti-social behaviour statement
Right to Information..................................................................................................... 16
payments Right to Repair............................................................................................................. 16
• You will find a ‘Help and Advice’ link
Right to Carry Out Improvements................................................................................. 16
on the log in page which includes user
guides to help you register Right to Compensation for Improvements.................................................................... 16
winchester.gov.uk/mywinchestertenancy New Tenant Visits......................................................................................................... 17
Tenancy Sustainment.................................................................................................... 17
Lifeline......................................................................................................................... 17
Death of a Tenant......................................................................................................... 18
Nuisance and Anti-Social Behaviour.............................................................................. 19
Online 24 / 7
Neighbour Disputes...................................................................................................... 19
service access
24 / 7 Harassment.................................................................................................................. 19
Check & update your Domestic Abuse........................................................................................................... 20
Request a repair and check
personal,household &
your repair history
contact details Drugs........................................................................................................................... 20
Find out latest news Vandalism and Graffiti ................................................................................................. 20
Send & receive
& report anti-social
messages
behaviour
Noise Nuisance ............................................................................................................ 20
101 Service.................................................................................................................. 20
Check your rent
£
View and print your Safeguarding................................................................................................................ 21
account & make
rent statement
payments
Mediation.................................................................................................................... 21
Victim Support............................................................................................................. 21
10 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 11
YOUR TENANCY
YOUR TENANCY POSSESSION ACTION CAN WE CHANGE THE
We can take action against you if any of the TENANCY CONDITIONS?
YOUR INTRODUCTORY TENANCY YOUR SECURE TENANCY tenancy conditions have been breached. We We can change your tenancy
must serve on you a Notice in statutory form conditions, but we will give
You will be given an introductory tenancy You will be given a secure tenancy if you are if we intend to take possession proceedings you notice of this and consult you on the
unless you are an existing secure or assured an existing tenant of Winchester City Council, against you for breaching your tenancy proposed changes.
tenant with a local authority or another social another local authority or an assured tenant conditions. The Notice will be served on you
You will receive a Preliminary Notice
landlord. of another social landlord and you move in person, leaving it at your property or last
explaining the changes and inviting you to
An introductory tenancy will usually last for within our homes. known address, or sending it by first class or
comment by a particular date.
registered post.
12 months and you will then automatically
become a secure tenant. However, if you have
i The rights and obligations of secure
tenants are laid down in the Housing We must explain the reasons why we are
We will consider your comments and will
send you a Notice of Variation setting out the
breached the terms of your tenancy during Act 1985, the Tenants’ Charter and your taking this action and you will usually
changes at least four weeks before the new
this period we can: tenancy conditions. have four weeks to put things right. Your
tenancy conditions come into force.
• Serve a Notice on you to extend the Tenancy Housing Officer will monitor the
situation during this period and offer you the You may give us notice to end your tenancy if
introductory period; and/or YOUR TENANCY CONDITIONS appropriate advice. you do not wish to accept the changes.
• Serve a Notice Requiring Possession on Your tenancy conditions are a legal
you; and We will not take any further action against
contract between you, the tenant, and us,
you if the situation is resolved. However,
• Start court proceedings against you your landlord, and set out the rights and
the Notice is valid for a year and we can
responsibilities of both parties. Please refer
If you continue to breach your tenancy take action against you at any time over the
to your original tenancy conditions issued to
conditions and we take you to court the judge following twelve months if you do not comply
you when you signed up for your tenancy and
has no discretion and will give us possession with your tenancy conditions.
any subsequent revisions that may have been
of the property. You may not subsequently issued to you. The judge will decide whether it is reasonable
be eligible for re-housing by us or any other to give us possession of your home if we
registered social landlord. Introductory Conditions
take you to court. We will seek to obtain
Secure Tenancy Conditions a warrant to evict you if the judge gives us
possession of your home and you do not leave
An introductory tenant has fewer
rights than a secure tenant:
! by the required date. The judge will decide
if our request is reasonable and if so we will
instruct a bailiff to evict you.
You have the right to defend your actions
• No right to mutual exchange in court, either personally or through a
• No right to buy (although time representative. We strongly advise you to
as an introductory tenant counts seek independent legal advice from either a
towards the discount) solicitor or the Citizens Advice Bureau (CAB).
The Winchester CAB website address is:
• No right to take in lodgers
citizensadvice.org.uk/winchester-district
• No right to improve the home
• No right to vote in a stock transfer
You will gain these rights when you
become a secure tenant. Full details
of your rights under the Tenants’
Charter can be found in your Tenancy
Conditions.
12 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 13
YOUR TENANCY
YOUR RIGHTS AS A TENANT RIGHT OF ASSIGNMENT RIGHT TO TAKE IN LODGERS AND
You may assign or pass on your tenancy to SUB-LET
someone else if you: You can take in lodgers but you should
As a secure council tenant you have a number RIGHT OF SUCCESSION
• Are the sole tenant, you have not contact the Housing Tenancy team first for
of important rights. Some of these rights do
When a secure tenant dies the tenancy may succeeded to the tenancy and can assign permission. You must not allow your property
not apply to introductory tenants. See page
be passed on. This is called a succession and it to a qualifying successor to become overcrowded.
14 for your excluded rights.
only one succession is allowed. Therefore, if
• Obtain a property transfer order through You may be able to sub-let part of your
you have succeeded to the tenancy it can not
the court home, but you will need our permission first.
RIGHT TO BUY be passed on to another family member when
If you sub-let your entire home you will lose
Most secure tenants have the right to buy you die. • Exchange with another tenant your security of tenure and we will apply for
their council home under Part V of the You can succeed to a tenancy if you are: You have the statutory right to exchange your possession of your home.
Housing Act 1985. • A spouse or partner home with tenants of other local authorities You must inform the council Tax section as
Your property will be valued at the market or registered social landlords. You will need well as the Housing Benefits section if you
• Another family member (as defined in approval from the council and the other
price by the council’s Estates section and the Housing Act 1985), who has lived receive Housing Benefit or Universal Credit
you will have to make your own financial landlord before exchanging properties. and you take in a lodger or sub-let your
with the tenant for at least twelve
arrangements to buy it. You are entitled
to a discount when you buy your home,
months before the tenant’s death if your i More information on exchanging
properties can be found on page 74
home.
tenancy began prior to April 2013
depending on how long you have been a and also within the policy document
tenant. Where there is more than one person entitled below:
WHAT IS THE DIFFERENCE BETWEEN
to succeed and qualifying successors can not HAVING A LODGER AND SUB-LETTING?
Some homes do not qualify under the right to agree who takes over the tenancy then we Mutual Exchange Policy
buy. These include older people’s supported will make the final decision.
housing and accommodation where A lodger shares the house with you. They will
CAN SOMEONE ELSE JOIN MY
adaptations for people with disabilities have We will not ask the spouse or partner of a pay you for food and upkeep. A sub-tenant
deceased tenant to move. However, we will
TENANCY? has part of the house solely for their own use
been made.
offer you alternative accommodation if you We will not add other people to your and you need their permission to enter the
For an information pack and
i application form please contact our
have succeeded to a tenancy and you are not tenancy after your tenancy has commenced.
Spouses and partners have rights under the
rooms they occupy.
the spouse or partner of the deceased tenant For further advice on taking in
Right to Buy section on
01962 840 222.
and the accommodation is too big for your Matrimonial Causes Act 1973 and the Family i lodgers or sub-letting please contact
needs. We will obtain a court order if you Law Act 1996 if you die or your relationship the Housing Tenancy team.
refuse to move. breaks down.
i For further advice please contact the
Housing Tenancy team. i
For further advice please contact the
Housing Tenancy team or seek your
own independent legal advice.
Succession Policy
Joint to Sole Policy
See page 18 for information on how to end
the tenancy when the tenant has died.
14 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 15
YOUR TENANCY
RIGHT TO MANAGE RIGHT TO REPAIR NEW TENANT VISITS TENANCY SUSTAINMENT
Tenants have the collective right to transfer You can get certain urgent repairs which
the management of an estate or group of affect your health, safety or security done As a new tenant you will be visited by a The Tenancy Sustainment Team offer services
homes to a Tenant Management Organisation quickly at no cost to you. If the repair is Tenancy Housing Officer and a Property designed to help you, when you need it.
(TMO). TMO’s are formed when certain covered by the Right to Repair and we Surveyor in the first six weeks to check you Our service offers non-judgemental advice
conditions are met and you vote in favour of do not complete the repairs on time you have settled in to your new home and to and support, and we can put you in touch
the arrangement. This is known as the right to may ask for an alternative contractor to be discuss any issues you may have. If your with agencies to provide practical hands-on
manage. appointed. If the alternative contractor also property is located in a block of flats you may support.
fails to complete on time you may be entitled also receive a visit from a Neighbourhood
For further information please We can help with a wide range of matters
i contact the Tenant Involvement to compensation. See pages 56 and 57 for Services Officer. This is to advise you of the
work we do in managing our blocks of flats, including:
team. details of time-scales for repairs.
including our Health & Safety checks and • Dealing with debt
advice for you about your responsibilities
RIGHT TO CARRY OUT IMPROVEMENTS • Applying for benefits
RIGHT TO CONSULTATION in respect of using the communal areas.
You may, subject to gaining all necessary Tenants living in Sheltered or Extra Care • Budgeting and money management
We have obligations under the Housing Act Accommodation will also receive a visit from
1985 for informing and consulting you on approvals, carry out improvements to your • Getting food and other essentials if you
property. See pages 26 and 27 for advice on a Sheltered Housing Officer see page 60 for are in crisis
housing management and maintenance further details.
functions and on any proposals to improve how to get permission for improvements. • Setting up utility providers and settling
your estate. We must give you the chance to If you are an introductory tenant you will also into a new home
comment before we make any major policy be visited again by a Tenancy Housing Officer
RIGHT TO COMPENSATION FOR • Job hunting
changes or modernisation programmes. How around 9 months into your tenancy. We will
IMPROVEMENTS check you are complying with your tenancy • Tackling antisocial behaviour or nuisance
the consultation is carried out will depend
upon the number of tenants directly affected. You may be able to receive compensation conditions and decide if you will become a neighbours
from the council for certain specified secure tenant at the end of the introductory
For further information please • Reducing loneliness and isolation
i contact the Tenant Involvement
improvements you have made to your home
when you end your tenancy. This is subject to
period.
• Accessing services to improve physical
team. you having gained all the necessary approvals and/or mental well-being
LIFELINE
at the time. See page 75 for details of Support with hoarding and keeping your
RIGHT TO INFORMATION specified improvements and for details about Lifeline is an alarm system which enables home in a reasonable condition (please add
applying for compensation. you to call for help in an emergency. Lifeline bullet points)
We publish an annual housing report
which provides information on how we are operates 24 hours a day, 365 days a year. We are here to help in any way we can
performing in key service areas for all our Any tenant can request a Lifeline be fitted in and offer support over the phone, video
tenants. their home. All sheltered accommodation is conference, at your home or wherever you
fitted with a lifeline system. feel comfortable.
winchester.gov.uk/housing/council-housing-
tenants/publications The system operates over the telephone Please contact us directly by calling 01962
network. The unit itself contains two parts. 814 918, email or speak to a housing officer.
The lifeline unit that plugs into the telephone tenancysustainment@winchester.gov.uk
line and a small alarm button, which should
be carried all the time when you are at home. i For further advice or to apply for
the service please call the Housing
The majority of people wear the button as a
pendant, although it is possible to wear it on Tenancy Sustainment team.
a wrist strap.
16 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 17
YOUR TENANCY
WHAT HAPPENS IF THERE IS AN DEATH OF A TENANT NUISANCE AND ANTI-SOCIAL NEIGHBOUR DISPUTES
EMERGENCY? BEHAVIOUR Disputes with neighbours are often caused
You should contact the Housing Tenancy by misunderstandings and may be sorted
You will be asked to provide the names of
team as soon as possible after the death out by talking to each other and reaching a
up to three contacts. This may be a friend, Your tenancy conditions state you have
of a tenant. A Tenancy Housing Officer will compromise.
neighbour or relative who consents to us agreed to ensure you, members of your family
advise you on what steps you need to take,
holding their contact details and who are and other residents or visitors to your property If you are experiencing a problem with
depending on the tenancy circumstances.
prepared to provide support to you, possibly do not cause a nuisance and annoyance a neighbour your first step should be to
You should also inform the Housing Benefits
at anytime during the day or night. to neighbours or other residents of your approach them yourself. You could also write
section if the tenant was receiving Housing
When the alarm button is pressed the unit community. to your neighbour if this fails to resolve the
Benefit as entitlement ceases on death.
automatically dials the Community Alarm We aim to encourage everyone to have due problem, explaining how their actions are
Centre. When the alarm call is received at consideration for all of their neighbours. affecting you and politely ask them to change.
the Community Alarm Centre your details are JOINT TENANCY We will actively defend people’s rights to
immediately displayed on a screen, together You should contact the Housing Tenancy team
If the deceased was a joint tenant their spouse live in their home free from nuisance and if the problem continues and explain how
with names, addresses and telephone or partner may have the right to succeed to harassment.
numbers of your doctor, relatives or friends. you have tried to resolve it. We will discuss
the tenancy. We will try to resolve nuisance problems with you how best to manage your complaint
The system is then used as a loud speaking without taking court action if possible. Even and may ask you to complete log sheets. Log
telephone to speak to you and establish the when legal action is taken, we will continue sheets can be used as evidence in court so
SOLE TENANCY
exact nature of the problem and summon the to talk to the people involved and try to get you should make a note of all incidents and
appropriate help. This can range from getting If the deceased was the only occupier of them to reach an agreement to change their relevant information.
a friend or relative to visit you or calling a the property the tenancy will need to be behaviour or settle a dispute.
terminated by the representative for the Complaints Log Sheet
doctor or ambulance immediately.
deceased. Four weeks’ written notice is We offer these services to help you:
If a person requests a doctor or ambulance, For help and advice about completing log
required to terminate the tenancy and a copy • Effective policies and procedures on
the alarm centre will call one without delay, in sheets please contact the Housing Tenancy
of the tenant’s death certificate must also be nuisance and harassment
addition to calling a third party. provided. See page 72 for further details on team.
• The Tenancy Housing Officers are able
how to terminate a tenancy.
to deal with serious nuisance and
HOW DO I APPLY FOR LIFELINE? If there are other people living at the property harassment cases HARASSMENT
If you would like to apply or require further at the time of the tenant’s death they should Harassment is interpreted as any incident
• Access to an independent mediation
information please contact the Sheltered contact the Housing Tenancy team for advice where the victim or any other person
service (see page 21 for further details)
Housing team. They can arrange for the on whether they have any succession rights. perceives the incident to be harassment.
system to be demonstrated in your own home • Support for witnesses
See page 14 for information on the right of You should call the Police and contact
without obligation at no charge. succession. • A community-based approach to curbing the Housing Tenancy Housing team if you
nuisance
i Residents living in general needs
properties are able to apply for
What to do about a Tenancy when a Friend or
Relative Dies leaflet
experience harassment or witness an act of
harassment. All complaints will be treated
lifeline. You just need a telephone line in in confidence and no action will be taken
your home. without your consent.
Turn your Phone into a Lifeline leaflet It is a criminal offence to deliberately harass
someone and you will also be breaching your
Lifeline Rental Charges leaflet tenancy conditions.
18 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 19YOUR TENANCY
DOMESTIC ABUSE NOISE NUISANCE WHAT CAN WE DO TO HELP?
Domestic abuse includes any form of mental, Noise can cause problems depending on Generally we only become involved in
emotional, physical or sexual abuse between how loud it is, how long it lasts, how often neighbour disputes if there is a serious
people in a close relationship. It may be it occurs, when it happens and whether it is nuisance and a clear breach of tenancy
accompanied by other behaviour such as high or low pitched. We all make noise that conditions. You should try and resolve
intimidation, degradation, humiliation, affects others and much of it can be avoided. disputes with your neighbour and only
deprivation, systematic criticism and belittling. People who live in flats will be affected more contact the Housing Tenancy team if this has
You should contact the Housing Tenancy because noise and vibration travel through not worked or you feel threatened.
team if you are experiencing domestic abuse walls, floors and ceilings. We can only take action if there is evidence of
or know someone who is. All reports will persistent nuisance or harassment.
Please be considerate to your neighbours and
be taken seriously and will be dealt with in think about whether the noise you are making
confidence. could cause a nuisance and how you can SAFEGUARDING
Domestic Abuse Policy and Procedure reduce the impact. Simple measures such as We involve the Police if the complaint is
closing doors and windows can reduce noise about a criminal offence or violence and we
levels significantly. also involve Social Workers from Hampshire
DRUGS Nuisance Policy and Procedure County Council if children or vulnerable adults
are involved.
!
We take a very strong approach over drug
abuse and work closely with the Police and We will always advise you if we are going to
Please keep any noise to a minimum
local people to tackle the use and selling of contact another party, but we will not reveal
between 11pm & 7am.
illegal drugs. Involvement with illegal drugs your identity if requested.
could lead to you losing your home.
You should contact the Police and the MEDIATION
Housing Tenancy team if you suspect there are
drug abuse problems in your neighbourhood. 101 SERVICE Mediation is often a very effective way
of resolving neighbour disputes. It allows
If you find discarded syringes please contact The 101 Service is the Hampshire both parties to discuss the problem and the
the council’s Customer Services team who will Constabulary 24 hour non-emergency number possible causes and encourages the parties to
arrange for them to be collected and disposed to report anti-social behaviour or a crime that agree a way forward.
of safely. Never handle a discarded syringe as doesn’t need an urgent response. If you need
they are dangerous. an immediate police response then you should The mediation process is managed by an
always dial 999. independent professional and takes place on
neutral ground. It is not essential for both
VANDALISM AND GRAFFITI Winchester City Council’s online reporting parties to meet, but it is encouraged as it
system can be used to report incidents helps to achieve a successful outcome.
Anyone who vandalises or creates graffiti on including:
our property risks losing their home or their Mediation Leaflet
family’s home. • Anti-social behaviour
You should contact the Housing Tenancy team • Noise and light problems VICTIM SUPPORT
and the Police if you witness vandalism or • Abandoned vehicles We work in partnership with Victim Support
graffiti and we will take action against those to provide support to tenants affected by anti-
• Dumping/Fly-tipping
responsible. social behaviour.
We aim to remove racist or obscene
graffiti within 24 hours
! Victim Support Flyer
20 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 21YOUR HOME YOUR HOME
YOUR HOME
As a tenant you are responsible for a FLOOR COVERINGS
In this section: number of things within your home which
includes any outside space or garden area The use of metal or wooden battens and
Gas and Electric Cookers.............................................................................................. 23 which forms part of your tenancy. adhesive to secure carpets or other types of
Electrical Equipment..................................................................................................... 23 floor covering is discouraged as the floor tiles
Floor Coverings............................................................................................................ 23
GAS AND ELECTRIC COOKERS are often damaged when the carpet is lifted.
You are advised that any damage caused to
Contents Insurance...................................................................................................... 23 You are responsible for providing your own tiles when floor coverings are lifted is your
Claims against the council ........................................................................................... 24 cooker. You must use a qualified electrician responsibility and you will be recharged for
Storage of Items........................................................................................................... 24 to install an electric cooker and a GAS Safe the cost of replacing any tiles. If you are
Gardens....................................................................................................................... 24 registered gas engineer to install a gas cooker. considering laying hard wood or laminate
Rubbish in Gardens................................................................................................. 24 You are also responsible for the maintenance flooring in a flat you are required to seek
of your cooker. permission beforehand. Permission will not be
Help to Manage your Garden.................................................................................. 25 granted in flats above ground floor level.
Fencing................................................................................................................... 25 ELECTRICAL EQUIPMENT
Encroachment......................................................................................................... 25 CONTENTS INSURANCE
Neighbourhood Management ..................................................................................... 25 We are responsible for the maintenance of
electrical equipment installed by us, provided You are responsible for your furniture, carpets,
Requesting Permission from us..................................................................................... 26
the defect is due to fair wear and tear. internal decoration and personal possessions.
Home Improvements and Alterations....................................................................... 26 We strongly advise you to obtain insurance for
We are not responsible for any damage or
Pets......................................................................................................................... 26 replacements caused by faulty installation or all risks including fire, flood, frost damage and
Running a Business.................................................................................................. 26 repair, or faulty equipment or misuse. other hazards.
Television Aerials..................................................................................................... 27 You are responsible for your belongings and
Aids and Adaptations .................................................................................................. 27 RESTRICTED WORK any damage to the property until the date
your tenancy legally ends, even if you have
Any work on the gas supply system or already vacated the property.
appliances such as a gas cooker in your home
must be carried out by a GAS Safe registered If you live in a block of flats you are
engineer. You must obtain a landlord/ responsible for any potential damage
homeowner gas safety record and send a caused within your flat and to neighbouring
copy to us. properties. For example, if you had a leak
from a washing machine and the water ran
Any work on the electrical wiring system in through into the property below you are
your home must be carried out by a NICEIC responsible for all repairs.
approved electrician. You must obtain a
relevant completion certificate and send a There are many policies available in the
copy to us. insurance market. We are unable to
recommend any specific insurer or insurance
For further advice about undertaking scheme. Insurance is not expensive when
restricted work please contact Property you compare it to the cost of replacing your
Services. household contents.
22 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 23YOUR HOME
CLAIMS AGAINST THE COUNCIL You should carefully choose plants, trees HELP TO MANAGE YOUR GARDEN ENCROACHMENT
and hedges and properly manage them so
You are responsible for managing your The actual boundary of your property should
We will submit any claims you make against they do not encroach into your neighbours’
garden, including all trees, shrubs and hedges. be marked by post and wire fencing and you
us to our insurers who will assess your claim gardens or public footpaths. Please talk to
For advice on how to manage trees, see page are not permitted to encroach on to the land
and make a final decision. You will need your neighbours before trimming any hedges
32. beyond this.
to put your claim in writing to us with full or trees on the boundary as it may affect their
details about the incident, damage and costs security and privacy. We would discourage You may be able to get help with basic In some circumstances it may be possible
involved. We are unable to comment on any you from removing any trees and hedges, gardening through a local charity. for you to use a piece of land next to your
claim still being investigated. unless they are dead or diseased. You can apply to move house if your garden property. You will need to tell us why you
is becoming a burden. We may be able to want to use the land. If we agree to your
If you are concerned that a tree may be
STORAGE OF ITEMS diseased, dangerous or overgrown or if it is offer you a house or flat with a smaller garden request we will issue you with a lease to use
or no garden at all. You may qualify for a the land and you will be charged an annual
interfering with your property please contact
You are not permitted to store your personal financial contribution under an incentive fee. We have the right to terminate this at any
the Neighbourhood Services so we can
possessions in non-habitable spaces such as scheme if you move from a family home to a time.
arrange for it be inspected. The council will
the loft space or outhouse. The loft space
should be kept clear so we are able to inspect
arrange for any urgent work to be carried out. property with fewer bedrooms.
i Please contact the Housing Tenancy
team for more information.
and maintain it when necessary and also to i For further advice about moving
house and the incentive scheme see
allow adequate insulation to be laid. RUBBISH IN GARDENS
Items in outhouses are stored there at Rubbish must not be dumped or stored the Moving House section.
your own risk and the council accepts no in your garden. It is an eyesore for your
responsibility for damage to them following a neighbours and may also attract vermin which FENCING NEIGHBOURHOOD
maintenance issue. We do not guarantee that is a health risk. See page 32 and 33 for advice
outhouses are entirely weather-tight as they on how to clear bulky items of rubbish. We are responsible for marking the MANAGEMENT
are not a habitable space. boundaries around your property. We do not
You will be breaching your tenancy have an obligation to provide fencing on the For advice on the following matters please
conditions if you do not keep your garden to boundaries. follow the link to Your Neighbourhood:
GARDENS
a reasonable standard. A Tenancy Housing
You may be able to replace or put up a new • Neighbourhood management functions
Officer will talk to you about improving
You are responsible for maintaining your fence, but you must first check who owns the – managing blocks of flats, cleaning,
the situation but if you fail to carry out the
garden if one has been allocated to you with boundary and you need our permission before grounds maintenance
required work we will serve Notice of Seeking
your property. Please note not all of our going ahead with the work.
(or Requiring) Possession on you. This is the • Rubbish disposal
properties have their own separate garden
first stage of legal action which could result in Fences must be erected on the actual • Parking and vehicles on estates
areas. Many have access to shared communal
you losing your home. boundary and you must ensure that they do
gardens and how these are maintained and • Bonfires
not exceed permitted heights:
used is explained on page 31.
• 2m (6ft 6in) at the rear of the property; • Pest control
i Please contact the Neighbourhood
Services Team if you are unsure whether and • Estate Improvements
you have an individual or shared garden. • 1m (3ft 3in) at the front of the property
If your property has its own separate garden You are responsible for the cost of supplying
you will be responsible for maintaining and fitting the new fence and for maintaining
everything growing on and within the it. See page 26 for advice on how to get
boundary of your property and includes the permission.
boundary hedges, flower beds, trees, shrubs Fencing - Who’s Responsibility leaflet
and lawns, whether or not you planted them.
It also includes any hard landscaping, fences,
sheds and other permanent features that you
have installed.
24 WINCHESTER CITY COUNCIL Contents Index Contents Index TENANT HANDBOOK 25You can also read
