TENANT INFORMATION PACK - North Lanarkshire ...
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TENANT INFORMATION PACK
contents
section page
Welcome 4
Section 1: How to contact us 5
Section 2: Complaints, comments & compliments 7
Section 3: Moving in 8
Section 4: Your tenancy 9
Section 5: Paying your rent 16
Section 6: Council tax, benefits and business rates portal 18
Section 7: Money matters 19
Section 8: Your repairs service 22
Section 9: Heating systems 24
Section 10: Housing improvement programme 27
Section 11: Saving energy, saving money 28
Section 12: Protecting your home 31
Section 13: Antisocial behaviour 36
Section 14: If your home no longer meets your needs 37
Section 15: Getting involved 41
Section 16: Bins and recycling 43
Section 17: Useful contact numbers 45
Tenant Information Pack 2020-2021 welcome This handbook gives you important information about your tenancy, the services we provide and your rights and responsibilities as a tenant. 4
section 1:
how to contact us
If you wish to discuss any aspect
of your tenancy or need general
advice about housing you should
contact your local housing office.
Local Housing Offices
Airdrie 1st Floor Coats House,
Gartlea Road, Airdrie ML6 9JA Moodiesburn Blackwoods Crescent,
t: 01236 758035 Moodiesburn G69 0EZ
e: airdriehousing@northlan.gov.uk t: 01236 638888
e: moodiesburnhousing@northlan.gov.uk
Bellshill 26 Motherwell Road,
Bellshill ML4 1RE Motherwell Dalziel Building,
t: 01698 332340 7 Scott Street, Motherwell ML1 1SX
e: bellshillhousing@northlan.gov.uk t: 01698 274135
e: motherwellhousing@northlan.gov.uk
Coatbridge Buchanan Centre,
126 Main Street, Coatbridge ML5 3BJ Shotts 162-164 Station Road,
t: 01236 812561 Shotts ML7 4AW
e: coatbridgehousing@northlan.gov.uk t: 01501 824747
e: shottshousing@northlan.gov.uk
Cumbernauld Fleming House,
Ground Floor, 2 Tryst Road, Viewpark 135 Burnhead Street,
Cumbernauld G67 1JW Viewpark G71 5DD
t: 01236 632726 t: 01698 403700
e: cumbernauldhousing@northlan.gov.uk e: viewparkhousing@northlan.gov.uk
Kilsyth Parkfoot Street, Wishaw Houldsworth Centre,
Kilsyth G65 9AA Kenilworth Avenue, Wishaw ML2 7LP
t: 01236 828120 t: 01698 302920
e: kilsythhousing@northlan.gov.uk e: wishawhousing@northlan.gov.uk
Tenant Information Pack 2020-2021 5
Tenant Information Pack 2020-2021
Staff can offer advice and support on
Opening hours any issues relating to your tenancy
The opening hours for our offices such as information about your
in Airdrie, Bellshill, Coatbridge, tenancy agreement, estate
Cumbernauld, Motherwell and management services, paying your
Wishaw are: rent and wider financial advice.
• Monday to Thursday, 8.45am northlanarkshire.gov.uk
to 4.45pm (First Stop Shops nlctenantparticipation or
open at 10am on nlcpeople
Wednesdays) @nlctenantparticipation or
• Friday, 8.45am to 4.15pm @nlcpeople
The opening hours for our offices Sign up to e-mails alerts at:
in Kilsyth, Moodiesburn, Shotts northlanarkshire.gov.uk/
nlcconnected
and Viewpark are:
• Monday to Friday, 10am to 2pm
6
section 2:
complaints,
comments and
compliments
Your views and feedback are important
important to us. To make a comment, complaint or
give us a compliment contact your
They help us to understand what we local housing office or visit:
do well and where we need to improve. northlanarkshire.gov.uk/your-
council/complaints-and-
This allows us to tailor our services to
feedback
better meet your needs.
Feedback is not just about complaints.
Your feedback in the form of comments
and compliments is just as important.
Tenant Information Pack 2020-2021 7
Tenant Information Pack 2020-2021
section 3:
moving in
Who should I tell I have • A copy of this Tenant Information
Pack
moved home? • Contact details for your estate
Here is a rough guide to the officer and retirement housing
organisations and services you may officer (if applicable)
need to contact:
• Department of Works and Pensions Repairing and
• Housing Benefit decorating your home
• Council Tax
Tenants’ homes must meet the
• Your phone company
Scottish Housing Quality Standard
• Post office (to re-direct your mail) as a minimum. In addition to
• TV licensing this, we provide an enhanced
• DVLA decorative standard at void stage.
• Your bank We try to complete essential
• Your doctor repairs before a tenant moves into
• Your gas and electricity supplier their new property but some less
Once you have accepted your tenancy urgent external repairs may need
and signed your tenancy agreement we to be carried out after you have
will give you: moved in and will be added to our
housing investment programmes.
• A copy of the tenancy agreement
and a summary of your agreement
(this is a legal document so please
keep it in a safe place)
• Two sets of keys (we do not keep
spares)
• A gas safety certificate (if applicable)
• Meter readings for the gas and
electricity meters and a note of your
supplier(s)
8
section 4:
your tenancy
Most of our tenants will have a
Your responsibilities:
Scottish Secure Tenancy, however
some tenants may have a Short • You must pay your rent on time
Scottish Secure Tenancy. • You must let us know if anyone
We will advise you which tenancy type moves into or out of your home, or
you have as this will affect your rights if your name changes
as a tenant. • You must look after the fixtures and
fittings in your home
• You must keep the house properly
Tenancy agreement decorated
The tenancy agreement you signed • You must not paint or varnish
when you accepted tenancy of your timber gas fire casings or fire
home is a legal agreement between surrounds
yourself and North Lanarkshire
• You must not install ceiling fan light
Council. fittings in rooms which have gas or
It sets out: solid fuel appliances
• The date you became our tenant • You must keep your garden tidy
and cut your grass regularly
• Your rights and responsibilities
as a tenant • If you live in a flat, you must help to
clean shared areas e.g. stairways or
• Our rights and responsibilities as
closes and if you have a shared
your landlord
entrance, you are not allowed to
keep dogs or cats
• You and anyone living with you or
visiting you must not cause
nuisance to your neighbours
Tenant Information Pack 2020-2021 9
Tenant Information Pack 2020-2021
• Consult with you on any proposed
You need our permission to:
changes to the tenancy
• Make any alterations to your home • Require access to your home to
or change any fixtures or fittings carry out inspections and repairs,
• Remove any Artex (certain types of or to service heating systems
Artex made before 1986 may • Need to force entry in some
contain asbestos, a substance circumstances if you do not give us
which can cause serious health access to carry out essential safety
problems if disturbed)
works
• Transfer your tenancy to someone
• Carry out regular estate
else or take in a lodger
management inspections to ensure
• Exchange homes with someone the neighbourhoods you live in are
else maintained to a high standard
• Rent your home to someone else if
you have to leave your property on Terminating your tenancy
a temporary basis If you want to end your tenancy, you
• Keep certain types of pets. You must notify us at least 28 days before
must seek advice regarding pets you plan to leave your home.
from your Housing Advisor
You must complete a termination of
• Install a satellite dish tenancy form which is available from
• Run a business from your home your local first stop shop.
• Build a garage We will arrange to visit your home to
carry out a pre-termination inspection
Our responsibilities to you -
as your landlord, we will: at a convenient time.
If you do not give us 28 days notice,
• Ensure your home is wind and
we will charge you four weeks rent
watertight
from the date you return the keys.
• Carry out repairs to your home and
keep all pipes, drains, gutters and Changes to your household
installations for heating, water, gas You must tell your local housing office
and electricity in working order about any changes to your household.
• Provide estate services and This includes anyone who has moved
sheltered housing services as in or out of your home and the date
appropriate this happened.
10Please refer to your tenancy property as their only or principal
agreement for more information on home for the 12 months before you
changing your tenancy or contact your apply; and
local housing office. • The 12 month period cannot begin
Subletting unless we have been told that the
person is living in the property as
As your landlord, you must tell us if their only or principal home. We
you want to sublet any part of your must have been told by you or a
tenancy: joint tenant. If we have already been
• You must have been the tenant of told that the person is living in the
the house throughout the 12 months property we do not have to be
immediately before you apply for notified again.
written permission to sublet your
We can refuse permission to assign a
home, or
tenancy if it is reasonable to do so.
• If you were not the tenant throughout
For example, where we would not give
the whole of that period, the house
the person you wish to pass the
must have been your only or principal tenancy to priority under our allocations
home during those 12 months; and policy or where, in our opinion, the
the tenant must have told us that assignation would result in the home
you were living there prior to the being under or over occupied.
start of those 12 months.
Assignation (passing your
tenancy to someone else)
If you want to assign your tenancy
(pass the tenancy to someone else),
this needs our consent as your
landlord.
• The house must have been your only
or principal home during the 12
months immediately before you apply
for written permission to pass your
tenancy to someone else; and
• The person you wish to pass your
tenancy to must have lived at the
Tenant Information Pack 2020-2021 11Tenant Information Pack 2020-2021
Joint tenancy These grounds are:
If you want to add a joint tenant to That the tenant (or any one of joint
your tenancy agreement, this needs tenants), a person residing or lodging in
our consent as your landlord. The the house with, or subtenant of, the
person you wish to add as joint tenant, or a person visiting the house
tenant, and any existing joint tenants, has been convicted of:
must apply along with you.
1. Using the house or allowing it
• The proposed joint tenant must have to be used for immoral or illegal
lived at the property as their only or purposes,
principal home for the 12 months
before you apply for them to become 2. An offence punishable by
a joint tenant; and imprisonment which was
committed in, or in the locality of,
• The 12 month period cannot begin the house.
unless we have been told that the
This means that we can end a Scottish
person is living in the property as
Secure Tenancy if someone living in or
their only or principal home. We must
visiting the home is convicted of a
have been told this by you or a joint
serious offence in the area of the
tenant. If we have already been told
house. It allows us to end the tenancy
that the person is living in the
where behaviour has had a serious
property we do not have to be
impact on neighbours or others in the
notified again.
community.
Ending a Scottish Secure A serious offence is one that the
Tenancy Agreement offender could have been imprisoned
for, whether or not they actually were
By Court Order
sentenced to imprisonment.
A Scottish Secure Tenancy can be
ended following a conviction for serious If we are intending to end a Scottish
antisocial or criminal behaviour where Secure Tenancy in this way, we would
the landlord has grounds for recovery serve a notice on you advising that we
of possession under Schedule 2 intend to seek recovery of possession
paragraph 2 of the Housing (Scotland) of the property. That would be done
Act 2001. within 12 months of the conviction (or,
if it was appealed unsuccessfully, of
when the appeal ended).
12A tenant has a right to challenge a These circumstances include where a
landlord’s decision to take court action tenant or someone living with the
to end the tenancy on these grounds. tenant has acted in an antisocial
manner, or pursued a course of
Adapted properties conduct amounting to harassment of
A social landlord can ask a sheriff to another person. This conduct must
have been in or around the house
grant an order to end the tenancy of an
occupied by the tenant and it must also
adapted property that is not being
have happened in the 3 years before
occupied by anyone who needs the
the notice is served.
adaptations.
In cases where no antisocial
This only applies where the landlord behaviour order has been granted by
requires the property for someone who the court, the landlord must include in
does need the adaptations. If this the notice the actions of the person
situation happens we would give you who has behaved in an antisocial
notice before applying to the sheriff. manner, the landlord’s reasons for
We would offer you suitable alternative converting the tenancy and details of
accommodation. You would be able to the tenant’s right of appeal to the
ask the sheriff to consider whether our sheriff.
actions were reasonable and to Taking over a tenancy after
challenge the suitability of the
the tenant’s death (known
alternative accommodation.
as Succession)
Conversion to a Short The legal right to succeed a tenancy
Scottish Secure Tenancy only arises on the death of a tenant.
for antisocial behaviour Legal succession is possible provided
there is a “qualified person” to
In certain circumstances, we can succeed. A “qualified person” could
serve you with a notice converting be your partner or any adult (including
your Scottish Secure Tenancy to a your carer) whose only or principal
Short Secure Tenancy. A Short Secure home at the time of your death was
Tenancy gives you fewer rights and within your home.
less protection from eviction than a
Scottish Secure Tenancy. It has a To ensure rights to succession are
fixed duration, unless we agree to protected you must have told us that
extend it or convert it back to a the person wishing to succeed to a
Scottish Secure Tenancy. tenancy has moved in with you at the
time they do so.
Tenant Information Pack 2020-2021 13Tenant Information Pack 2020-2021
Unmarried partners Family members
• The house must have been the • The house must have been the
unmarried partner’s only or principal family member’s only or principal
home for 12 months before they home for 12 months before they
qualify to succeed to the tenancy;
qualify to succeed to the tenancy;
and
and
• The 12 month period cannot begin
• The 12 month period cannot begin
unless we have been told that the
unless we have been told that the family member is living in the
individual is living in the property as property as their only or principal
their only or principal home. We must home. We must have been told
have been told that by you (the that by you (the tenant) or a joint
tenant) or a joint tenant. tenant.
14Carers or other people • You must tell us the carer is living in
the property as their only or
who live with you and help
principal home for the 12 month
look after you period to begin. If you have already
If someone, such as a family member, informed us of any changes, you
has moved in with you to help to care do not have to notify us again
for you, then you need to let the
In the future if anyone is planning to
housing service know.
give up their own home and move in
• The house must have been the with you, to help look after you, it is
carer’s only or principal home for best for them to get some advice about
12 months before they qualify to their rights as a carer and how this may
succeed to the tenancy; and affect their future rights to a tenancy.
Tenant Information Pack 2020-2021 15Tenant Information Pack 2020-2021
section 5:
paying your rent
How often do I have to How can I pay my rent?
pay my rent? To set up a new Direct Debit
It is important that you pay your rent or make changes to an
on time. Your rent pays for the existing one phone 0300 555
services you receive. You can pay 0106. You can set up or
amend your payment date to
your rent:
any working day of the week
• Every week for the coming week or month to suit your needs
• Every two weeks for the coming (weekly, fortnightly or monthly)
two weeks You need to instruct your bank
• Every month for the coming month to make a payment to us
£ Call our payment hotline on
01698 403130 to pay by
How do you work out
credit/debit card
my rent? Pay by cash or credit/debit
Your rent is based on the size and card at any Municipal Bank
type of property: Pay by PayPoint using your
• The size of your home (for rent card at any shop or Post
Office displaying the sign
example, the number of
bedrooms) Pay online using our online
payment facility at
• The type of home (for example,
northlanarkshire.gov.uk/
flat, semi-detached house, end pay-bill
terraced house, or tower block)
Direct from your wages if you
£££ are a North Lanarkshire
For more information on paying Council employee
your rent, visit: northlanarkshire.
gov.uk/housing/paying-your-rent
16If you are moving from one council
What if I miss a rent house to another and you have contents
payment? insurance, this will automatically
transfer unless you cancel your
Our staff are fully trained to give
premium. Failure to ensure that the
you advice and agree the best
rent account including your home
way for you to pay the money you
contents insurances are paid up to
owe. If the rent you owe continues
date will result in any claim being
to increase, and you fail to make
rejected by the insurers.
an arrangement to repay the debt,
we will send you and all adults Housing Benefit and
living in your home, a notice of Council Tax Reduction
proceedings for recovery of
possession. If you are on a low income or in receipt
If you owe rent, you must contact of benefits, you may be entitled to
the Rents Team immediately on housing benefit and/or council tax
01698 524811. reduction. You can make an application
online or use our online calculator to
Contents Insurance check your entitlement by visiting:
northlanarkshire.gov.uk/benefits-
Remember to arrange your contents and-money/housing-benefits/
insurance before you move in. We
calculate-and-claim-housing-
insure the structure of your home, but
benefit-and-council-tax-reduction
it is up to you to insure the contents,
your personal belongings and
decoration.
You can arrange your own cover or
alternatively you can take advantage
of our very competitive low cost
contents insurance scheme which is
paid along with your rent. Premiums
start from £0.24 per week if you are
aged 55 or over and from £0.55 for all
other tenants.
Apply online at northlanarkshire.
gov.uk/housing/paying-your-rent/
tenants-home-contents-insurance
or via your local First Stop Shop.
Tenant Information Pack 2020-2021 17Tenant Information Pack 2020-2021 section 6: council tax, benefits and business rates portal A new Council Tax, Benefits and • Make on-line payments Business Rates Portal is now available • Apply for discounts and exemptions to help you manage your accounts on-line, 24 hours a day, 7 days a Customers will also be able to log on week. to view housing benefit and council The secure platform has been tax awards and check upcoming designed to help you: housing benefit payments. • View your council tax account and To find out more and create an account, billing information visit: northlanarkshire.gov.uk/ • Update address details doitonline 18
section 7:
money matters
• Housing Costs through Universal
How can I get help with Credit
money matters? • Community Care Grant
North Lanarkshire Council’s “Your
Universal Credit
Money” Service can help with
information about: Universal Credit is a working-age
benefit which replaces the following
• Welfare reform
benefits and tax credits with one
• Money advice
single monthly payment:
• Benefits
• Budgeting • Income-based Jobseeker’s
• Looking after your physical and Allowance
mental health when times are • Income-related Employment and
tough Support Allowance
• Getting back to work
• Income Support
Income Maximisation • Housing Benefit
Our Housing Advisors are trained to • Working Tax Credits
deal with income maximisation and • Child Tax Credit
will complete a financial assessment
You can apply for Universal Credit
with you when you move in. You will
online gov.uk/universal-credit
be asked to provide details of your
income to allow us to check that you How to claim
are receiving your correct entitlements. Claims for Universal Credit are made
Your Housing Advisor will also help you online through a digital application
to make any relevant claims such as: process. If you don’t have internet
• Housing Benefit/ Council Tax access at home, your local Job
Reduction Centre Plus will be able to help you
• Discretionary Housing Payment make your claim.
Tenant Information Pack 2020-2021 19Tenant Information Pack 2020-2021
You can also visit your local library to Single Applicants under
get online.
35
Support and advice is available. If you
All single people under the age of 35
have difficulties in managing your
who accept a tenancy may have their
Universal Credit claim, contact our
future entitlement to Housing Costs
Central Rents Team on 01698 524811.
through either Housing Benefit or
Under Occupancy Charge Universal Credit capped.
The Under Occupancy Charge Scottish Welfare Fund
(Bedroom Tax) is the penalty that is
The Scottish Welfare Fund is a
applied if a tenant is deemed to be
discretionary scheme provided by us
“under occupying” their property. It only
in the form of Community Care Grants
affects tenants who receive Housing
Benefit or Housing Costs through and Crisis Grants.
Universal Credit and at present it does Community Care Grants may be
not apply to those over pension age. issued to people who need support to
The under occupancy rule takes into live independently in the community,
account the number of bedrooms in and will mostly provide items such as
the property and the number of people furniture or household appliances.
living there. If, in accordance with the You can apply online for a Community
under occupancy rule, a property is Care Grant at: northlanarkshire.gov.
considered to be bigger than the uk/benefits-and-money/scottish-
tenant needs, the charge will be welfare-fund or you can email the
applied. If a tenant is assessed as team at: swf@northlan.gov.uk.
having one extra bedroom, they will be Applications will be processed within
liable to pay 14% of their eligible rent. 15 working days.
If a tenant is assessed as having two
Crisis Grants may be provided for
or more extra bedrooms they will be
basic short term living expenses in the
liable to pay 25% of their eligible rent.
event of a disaster such as fire or
In both cases, the tenant will be
flood or emergencies like losing money
expected to make up the difference
or having to travel to visit a sick child
themselves.
in hospital. Applicants must be aged
Your Housing Advisor can explain to 16 or over and on a low income or in
you in more detail how this works. receipt of a benefit such as Income
Support, Job Seekers Allowance,
Universal Credit or Pension Credit.
20If you are in crisis, please contact the Benefit cap
Scottish Welfare Fund on 0300 555
0405. The benefit cap limits the amount of
benefits that can be received and
The Department of Works and applies to those in receipt of Universal
Pensions (DWP) still deal with claims Credit or Housing Benefit.
for other payments such as:
• Disability Benefits including
Will I get any help to
Will I getand
decorate anyfurnish
help tomy
Personal Independence Payments
and Attendance Allowance
decorate
new home?and furnish
• Funeral payments
my new home?
You are responsible for the decoration
• Cold weather payments andYou are responsible
furnishing of your for
newthe
home.
decoration and furnishing of your
• Winter fuel payments If you have financial difficulty, you may
new home.
• Budgeting loans and short term be entitled to grant assistance from
If you have
Scottish financial
Welfare Fund.difficulty, you
advances of benefit
may be entitled to grant assistance
For more information, contact DWP from Scottish Welfare Fund.
on 0800 032 7952.
Tenant Information Pack 2020-2021 21Tenant Information Pack 2020-2021
section 8:
your repairs service
How to report a repair to
your home.
Housing repairs can be reported in
a number of ways. You can:
• Phone the 24-hour Customer
Contact Centre on:
0800 678 1166
• Complete an online form via our
website: northlanarkshire.gov.uk/
housingrepairs
• Report it using the NLC Local
app.
Visit: northlanarkshire.gov.uk/
nlclocal
• Visit your local housing office
NLC Local App • Submit repair requests, including
uploading photographs of the
You can now use the NLC Local
work required
App to report housing repairs using
your smartphone and/or tablet. • Provide details of your availability,
making it easier to arrange
The App is free to download for
appointment times
Apple and Android devices and
allows you to: • Track the status of repair requests
• Report multiple problems and
repairs
22We carry out various types of compensation from us if we do not
repairs to tenanted properties. carry out certain repairs within our
All works are given a timed timescales. When you report a repair
priority: we will advise you if your repair qualifies
• Pre-inspection of repairs - we under this scheme and the maximum
will inspect properties needing timescale we have to complete your
routine repairs within 3 working repair.
days For further information please visit:
• Emergency works (danger to northlanarkshire.gov.uk/right-to-
life, security or property) - 3 hours repair
to attend and remove danger
• Urgent works (covers all
Customer satisfaction
non-emergency urgent routine
type works) - 3 working days to
- repairs and
complete repair investment
• Routine works (covers all We need feedback from our
non-emergency repair works) tenants who have experienced our
- 20 working days to complete a investment and/or repairs services
repair to allow us to continuously review
• Repairs to empty/void houses our performance and further
(to bring the property up to a improve our service.
set standard) - 3 or 10 days You can complete an on-line
depending on property condition satisfaction survey at:
• UPVC door renewal (including northlanarkshire.gov.uk/
manufacture of door) - within 40 housing/repairs-and-advice/
working days of works being issued housing-repairs-customer-
satisfaction-survey
• Right to Repair - dependent on
the category of the repair, this will
be carried out within the legislative
timescales
Tenant’s Right to Repair
Scheme
This scheme gives you the right to
appoint another contractor and claim
Tenant Information Pack 2020-2021 23Tenant Information Pack 2020-2021
section 9:
heating systems
Heating systems - Electric What to expect from an electrical
system test:
If your home has an electric heating
system and you have any problems, • You will receive an advance
you must contact our repairs service notification letter from us explaining
on 0800 678 1166. that your property is due to have an
Electrical System Test carried out
Electric System Tests • You will receive a notification letter
As your landlord we have a duty to from our service provider at least 2
ensure that an electrical safety weeks in advance giving notice of
inspection is carried out on the electrical the scheduled test date
system within our properties. This is • If you wish to reschedule the test,
carried out at appropriate intervals to please call 01698 486600
determine what, if anything, needs to
be done to maintain the installation in You must allow our service
a safe and serviceable condition. provider access to complete this
essential safety check.
Allowing access to your home for this
vital check is essential as it ensures FAILURE TO DO SO MAY
the safety of you, your family and RESULT IN FORCED ACCESS.
neighbours. In addition to the electrical system
We will attempt to arrange access tests, there are also a number of
with you to carry out the electrical simple rules you can follow to use
systems test however failure to electrical goods safely:
provide access could result in the • Make sure that your plug sockets
council forcing access to your home are not overloaded
to complete this check . • Ensure that plugs and sockets are
Electrical testing will only be carried not damaged
out by a registered electrician who is • Check that visible cables and leads
competent to do so. are in good condition
24• Check that your light fittings are not Our responsibilities are to:
visibly damaged and that
downlighters are in good working • Ensure that gas fittings, gas pipes
condition and flues are maintained in a safe
• Check that you are not storing condition
combustible materials near your • Ensure that an annual gas service
fuse box, electricity meter or is carried out at least every 12
electrical intake box months
• Do not use the top of the
• Have all installation, maintenance
microwave for extra storage
and safety checks carried out by a
• Never trail cables under carpets or Gas Safe Registered installer
rugs
• Issue a copy of the Landlord’s Gas
• Never take mains-powered
Safety Certificate (CP12) to each
electrical items into the bathroom
tenant within 28 days of the service
• Always switch off your electrical being completed. This can also be
items when they are not in use obtained online, by email or posted
to your home
Gas and solid-fuel
You are responsible for:
central heating repairs
To report routine and emergency • Allowing access to the engineer on
the day of the appointment
repairs, please call our Gas Servicing
and Maintenance Provider Saltire on • Reporting any faults as they occur
0845 606 1555. • Maintaining any appliances you
install
Gas servicing within your • Ensuring that someone aged 16 or
council house over is available if you cannot be
present
As a landlord, we have the
responsibility to ensure that all gas • Ensuring easy access to the boiler
appliances within our housing stock e.g. if contained in a cupboard this
must be cleared to allow the
are maintained in a safe condition.
engineer to carry out appropriate
This legal duty is set out in the Gas
works
Safety (Installation and Use) Regulations
1998 (GSUIR) as amended.
Tenant Information Pack 2020-2021 25Tenant Information Pack 2020-2021
What to expect when an annual
gas service is due: Gas safety
• A letter will be sent advising of the If you smell gas, you should:
appointment date • Phone SGN immediately on
• The engineer will attend your 0800 111 999
property to carry out the gas • Check if the gas supply to any
service appliance has been left on (for
• If access is not gained on the first example, a cooker ring or gas
occasion, a calling card will be left fire), or if the pilot light has gone
at the property with a second out
appointment date • Switch off any gas appliances
• If the appointment given is not and the mains gas supply
suitable, you must contact Saltire • Open doors and windows to let
on 0845 606 1555
the gas out
• If access is still not gained, a third
• Keep people away from the
appointment will be arranged by
affected area
the Council. If this appointment
• Not switch on any electrical
cannot be kept, you must contact
the Services and Legislative Team appliances or turn lights on or
on 0800 953 0040 off in case they spark
• Not smoke or use matches or
As part of your tenancy agreement naked flames
conditions, we have the right to
force entry to properties to carry
out safety works to ensure the
continued safety of our tenants.
Failure to allow access on three
occasions will result in a forced
entry appointment being made.
Forced entry appointments are
final and cannot be changed.
We will remove dogs and cats
from the property if no-one is
present at the time of the forced
entry.
26section 10:
home improvement
programme
Every year we deliver an ambitious In addition to the SHQS, we choose
multi-million pound programme of properties for the capital programme
improvement works across North through chronology, which means that
Lanarkshire. works start at our oldest properties
The housing improvement programme first then we work our way to newer
is an annual plan, which includes all homes.
the improvement and major repair work We will also take into consideration
to Council housing. where properties requiring work are
This programme of works is divided located, so we can plan projects
into a number of individual projects, within particular areas. It is important
which include: to participate in these programmes at
the time they are scheduled.
• Internal Upgrades - kitchen and
bathroom replacements
Each individual project is different,
• Energy Efficiency - heating, but generally the information
windows/ door replacement and provided to you will include the
insulation works following:
• Major Repairs - roofing and render
• You will be advised within 12
• Home Safety and Security - lead months of work starting by letter
pipe/ tank renewal, door entry
systems, rewiring, lighting and heat • Approximately 16 weeks before
and smoke detectors. the works start, you may be invited
to attend a local drop-in session to
The Scottish Housing Quality Standard
find out more about the works
(SHQS) is the main measure of housing
quality that we use to estimate if • The contractor will contact you to
properties reach the required minimum make arrangements to survey the
standard. property and discuss your options
Tenant Information Pack 2020-2021 27Tenant Information Pack 2020-2021
section 11:
saving energy,
saving money
North Lanarkshire Council’s Asset Wall Insulation
and Programming Team provides
a service to every resident in It is estimated that a third of your
North Lanarkshire. home’s heat is lost through your
external walls. Improving or installing
Making your home as energy efficient insulation in your walls can help reduce
as possible can save you over £300 a
the amount of heat escaping.
year on fuel bills. Asset and
Programming Team tackle fuel poverty Loft insulation
through:
It is estimated that a quarter of your
Energy Surveys home’s heat is lost through an
un-insulated loft. Insulated lofts may
You can request for an energy survey
also benefit from top ups. There are
to be carried out in your home.
different kinds of insulation available to
A Technical Officer will visit your home
suit the type of loft space but all help
to carry out an assessment to check if
prevent heat loss through your roof.
any energy efficiency measures could
be made. Energy suppliers to your
home
You need to know who your energy
supplier is for gas and electricity.
If you don’t know who your supplier is
or what your meter point reference
number is, please phone:
Gas 0870 608 1524
Electricity 0330 10 10 300
28You should phone your suppliers when
you move in and provide meter It Pays to Switch campaign
readings to make sure your first bill is It Pays to Switch provides a
accurate. You should also check that comparison website to help people
you are on the correct and most to find a better energy deal.
efficient tariff for your property. Typically
The energy switching scheme;
you automatically get a supply in the
form of a “deemed contract” which is • Is free to use
often an expensive tariff and can be • Provides access to a fuel
up to 20% more expensive than the comparison site where you can
cheapest price plan. You may need switch on-line or contact our
your meter point reference number to partner contact centre
change suppliers.
• provides a dedicated free phone
Heating number to give you access to
staff who are trained to assist
There are different kinds of electric
with the switching process;
central heating systems in our
0800 920 2136
properties and they each operate best
on different tariffs. Please contact the • Provides the most competitive
Asset and Programming Team if you (point of time) tariffs available
need advice on this or anything else. • Allows switching on-line and
off-line (via free phone support)
• Is not restricted to North
Lanarkshire residents
For more information visit;
https://www.northlanarkshire.
gov.uk/switch
Tenant Information Pack 2020-2021 29Tenant Information Pack 2020-2021
Warm Home Discount
• Try to put a full load in your
Scheme washing machine and wash it at
You may be eligible for the Warm cooler temperatures
Home Discount Scheme if you get the • Use energy efficient light bulbs
Guarantee Credit element of Pension
• Buy energy efficient appliances
Credit or if you are on a low income.
The money is not paid to you - it is a • Do not leave appliances on
one off discount on your electricity bill. stand by
You may be able to get the discount • Do not over charge appliances
on your gas bill instead if your supplier such as phones and tablets
provides you with both gas and • Turn off lights when not in use
electricity. Contact your supplier to • A hot water tank jacket could
find out if you qualify. save you as much as £20 - £35
per year
Energy saving tips
• Reducing your room thermostat Energy advice and
by 1o could save you as much assistance
as 10% on your fuel bill If you wish to find out more about the
• Keep your central heating Asset and Programming Team current
thermostat set between 18o projects or if you think you might
and 21o. You may wish to benefit from an energy survey, please
increase the temperature if you contact the Investment Team on
are elderly or in poor health 0800 953 0256 or email
• Adjust/ set timers for heating energy@northlan.gov.uk
and hot water
• Adjust thermostatic radiator
valves
• Close curtains at dusk to keep
the heat in
• Keep radiators clear and free of
drying laundry
30section 12:
protecting your
home
Power cuts and damaged
Water
electrical equipment
To turn off the water you need to
Scottish Power is responsible for turn off the stopcocks. The first
dealing with external electrical power stopcock is usually in the kitchen
emergencies in North Lanarkshire. beside or under the sink.
If you have a power cut, or if you notice The stopcock for the storage tank,
Scottish Power equipment has been which feeds into your cistern and
damaged or causes concern, please bath, is in the bathroom or bedroom.
contact the 24 hour helpline on There are a few simple steps you
0800 092 9290. can take to help maintain the quality
of the water within your home.
What to do in an For more information on water
emergency quality visit: northlanarkshire.
If you have any problems in your home gov.uk/housing/repairs-and-
which involve water, electricity or gas advice/tenant-safety/pure-and-
simple-water-quality
you should know how to turn off the
supply.
Gas
If you need to turn off the gas
supply, you will find the customer
control valve next to the gas meter.
Always make sure you have turned
it off completely. When you require
the gas to be turned back on you
must contact the Services and
Legislative team on 0800 953 0040
for advice.
Tenant Information Pack 2020-2021 31Tenant Information Pack 2020-2021
little as 15 minutes for the test to be
Electricity carried out. You should also test your
The electricity meter is usually in smoke alarm regularly to make sure it
the hall next to the fuse box. If a is working.
fuse blows and your power stops,
If you have gas heating, Saltire will
this means that something (usually
carry out the smoke alarm test at the
an appliance) is causing the fuse
same time as your annual gas safety
to overload.
check. If you have electric heating,
Unplug all electrical appliances you still need to allow access to have
from their sockets, reset the circuit your smoke alarm tested.
breaker (fuse) in your fuse box
and then plug the appliances If you have not had your smoke alarm
back in one by one. This will let tested this year, please call Saltire on
you see what is causing the 0845 606 1555.
circuit breaker to switch off.
Fire Safety
If you need to switch the electricity
Scottish Fire and Rescue Service offer
off at the mains, you will find the
a free home fire safety visit.
switch next to the fuse box.
• Call 0800 0731 999 or visit
Smoke alarms firescotland.gov.uk
Working in partnership with Saltire, we • text “FIRE” to 80800 from your
carry out an annual service check on mobile phone (this texting service is
tenants’ smoke alarms. It can take as free of charge)
32Frost protection To try to prevent burst pipes, it is important to ensure your house is kept adequately heated. In very cold weather, frost can penetrate into water pipes and cause the water to freeze and expand. This can burst pipes. If your pipes burst, you should: • Turn off all the taps and drain your water system • Switch off the electricity at the mains if the water has come into contact with electrical wires or fittings • Switch off water heaters or the central heating system • With solid fuel heating, put out the fire Doorstep crime and bogus callers There are two main types of doorstep criminals: Bogus callers Try to get into your home or obtain personal details by pretending to be someone they’re not. In reality, they are criminals trying to steal money and valuables. Council staff always carry ID. Rogue traders Usually cold-call, claiming to be workers offering to sell services, make repairs or carry out work on your house, garden or driveway. Tenant Information Pack 2020-2021 33
Tenant Information Pack 2020-2021
In reality they charge inflated prices much rather attend a false alarm
for shoddy or unnecessary work. than have someone fall victim to a
We DO NOT recommend dealing with doorstep criminal
cold-callers for property maintenance • If the person refuses to leave your
and home repairs. door, or you feel threatened or
If someone calls at your door and you scared - Call 999 and ask for the
think they may be a doorstep criminal: police
• Keep the caller out of your house, How to report to Trading
ask them to leave and call the police
Standards
immediately by dialing 101
Scottish consumers should contact
• You might also want to try to
Advice Direct Scotland for consumer
alert a family member or attract
advice or to report a trader.
a neighbour’s attention but you
should always contact the police You can call their free helpline on
first by dialing 101. The police would 0808 164 6000 or visit: tsscot.co.uk
34Asbestos
The use of asbestos was banned in
1999 and it is now illegal to use any
materials containing asbestos. Only a
laboratory test can positively identify
whether a material contains asbestos.
We use specialist contractors to carry
out surveys, sampling and testing of
who need to carry out works in the
any suspected materials.
property.
Asbestos can typically be found in the
We may need access to an area where
following places within a home:
there would be a risk of exposure to
• Kitchen floor tiles tenants or trade workers during
renewal programmes e.g. kitchen and
• Heater cupboard
bathroom replacements. All removal
• Fuse box works are carried out by a licensed
• Wall paneling asbestos removal contractor.
• Rain water goods Any work such as sanding, drilling or
cutting that disturbs walls, floors,
• Soffit boards ceilings, or roof surfaces could release
• Floor insulation fibers into your home if asbestos is
present.
• Artex ceiling
Many textured coatings within the
• Water tank
home could also contain traces of
• Pipe lagging asbestos therefore samples of the
coating must be taken to ensure it is
• Toilet cistern
asbestos free prior to any disturbance
We do not automatically remove all of the material.
asbestos from our housing stock.
If you have any enquiries about
If it is well sealed and not damaged,
asbestos in your home, please contact
we may decide to leave it alone.
the Customer Contact Centre on
We will remove asbestos if it is 0800 678 1166 and a member of our
damaged or if there is a risk of Asbestos Control team can offer you
exposure to tenants or tradesmen advice.
Tenant Information Pack 2020-2021 35Tenant Information Pack 2020-2021
section 13:
antisocial behaviour
You and anyone living with you
must be a good, considerate
neighbour and must not harass or
act in an antisocial or threatening
manner towards anyone else.
There are conditions attached to your
tenancy and, if you breach these by
behaving in an antisocial manner, we
As well as our 24 hour service, we
will take action against you. This can
offer an additional witnessing service
be for both antisocial behaviour and a
from Thursday evening to Monday
breach of your tenancy conditions.
morning. Officers will respond to
These conditions are listed within your complaints of antisocial behaviour and
missive and will have been explained take appropriate action. Outwith these
by your Housing Advisor, when you hours we work in partnership with
signed it. Police Scotland.
If you experience antisocial behaviour Any call relating to criminality, including
you should contact our 24 hours domestic abuse is referred directly to
service on 0300 123 1382 and trained Police Scotland as it is a criminal
officers will assist you. offence.
Your Good Neighbour Agreement
Your Good Neighbour Agreement gives more information on how we
expect our tenants to behave. We want to ensure that all residents in
North Lanarkshire enjoy living in their homes.
A copy of the agreement is given to all tenants of North Lanarkshire
Council and the original will be retained by Enterprise and Communities.
36section 14:
if your home no
longer meets your
needs
If your home no longer meets your
needs, there are several options you
can consider such as:
Home support
The Council’s Social Work Service
can help you to continue to live
independently in your own home
through their support at home
service. The service provided
depends on your individual needs
Support at home services consist
of three types of service:
• Home support (including
personal care, housing support
and domestic support)
• Meals service; and
• Community alarms
Contact your local Social Work
office for more information
Tenant Information Pack 2020-2021 37Tenant Information Pack 2020-2021
• alter the level of kitchen worktops
• widen doors
• alter external steps
• install ramps
• adapt bathrooms
Making life easier
This is an online service designed to
offer information and advice as well as
a supported self-assessment for
Adaptations to your particular problem areas. There are
home over 100 pieces of simple equipment
and minor adaptations which you can
If you want to stay in your own home
order directly from the Council’s
but are finding it difficult to manage
Integrated Equipment and Adaptation
every day activities due to a long term
Service (IEAS).
health condition, disability or just
getting older you can request an For more information on making life
assessment from an Occupational easier, contact a Disability Information
Therapist to see if your home can be Officer on 01698 332029/2822 or visit:
adapted or if you might benefit from makinglifeeasier.org.uk/
assistive equipment.
Apply for help to maintain
Equipment is available which can help your garden
with activities such as:
The Garden Assistance Scheme
• getting in and out of the bath provides a basic garden service to
• managing steps into your home or council tenants, owner occupiers,
stairs inside your home tenants of private landlords and
housing association tenants, who
• managing everyday activities like
cannot maintain their gardens.
making meals or getting dressed
The scheme runs from March to
• helping you to hear the doorbell,
October each year and includes ten
telephone or television
grass cuts, reforming of edges on two
We can, in certain circumstances carry occasions, three hedge cuts and
out adaptations to help you stay in weedkilling on two occasions per year.
your home such as to:
38The CHR partner landlords are:
• North Lanarkshire Council
• Cairn Housing Association
• Clyde Valley Housing Association
• Forgewood Housing Co-operative
• Garrion People’s Housing
Co-operative
• Lanarkshire Housing Association
If you have someone living with you or • Sanctuary Cumbernauld Housing
have family near by, you may not Association
qualify for the scheme. There is also • West of Scotland Housing
an annual charge for owners, tenants Association
of private landlords and housing • Wishaw and District Housing
associations. Association
Contact your local Housing Advisor if The landlords will assess your housing
you wish to make an application. needs based on their Allocation Policy
Apply to move rules (seven of the partner landlords
use the same priority framework as
If you want to move from your current
the council).
home to another one of our homes or
another Registered Social Landlord’s You can get a CHR Application
home, you must complete a Common form and a copy of North
Housing Register (CHR) application Lanarkshire Council’s Allocation
form. The CHR is a partnership Policy from your local housing
between North Lanarkshire Council office or visit northlanarkshire.
and eight Registered Social Landlords gov.uk/findahome
(RSLs) who have housing stock in
North Lanarkshire.
Applicants only need to fill in one CHR
application form to apply to all the
partner landlords, all of whom can
provide housing options advice and
information.
Tenant Information Pack 2020-2021 39Tenant Information Pack 2020-2021
Apply for a mutual In addition to this you will also need to
complete a mutual exchange opt-in
exchange
document. When you complete the
A mutual exchange is also known as a mutual exchange opt-in document you
home swap. This occurs when two will be asked to specify whether you
tenants swap homes with the prior wish to be contacted direct from other
approval of their landlord. matches or if you wish to be
Anyone who is a current tenant of a contacted by your landlord for any
council, housing association or housing potential matches.
co-operative is eligible to join our To find out more information on how
mutual exchange scheme. to register and access the scheme
To allow your details to appear on our please contact your local housing
search facility you must be on our office where our staff will be able to
common housing register housing list. guide you through the simple process.
If you are not on our list you will need You can also apply online at:
to complete an application form. northlanarkshire.gov.uk/
mutualexchange
Retirement Housing Amentiy housing is housing
designated for older people.
We have recently reviewed the way
It consists of flatted or terraced type
we deliver housing services to
accommodation. There is no on site
older persons. Older person’s
housing support or enhanced housing
properties are now defined as
management services provided.
follows:
Retirement housing is housing
designated for older people that
provides an enhanced housing
management service and an
emergency response service.
It generally consists of terraced
bungalows and has access to common
facilities in which a range of social
opportunities take place.
40section 15:
getting involved
Getting involved and having your • Tenant surveys
say gives you the opportunity to • Working with local housing staff to
influence our decision making improve your community
processes and shape the housing • Focus groups or working groups
service you receive.
• Tenant scrutiny (tenants are able to
Involving Tenants, take an in-depth look at the
Improving Services Housing Service and make
recommendations to further
The Housing (Scotland) Act 2001
improve the service)
created a legal requirement for
landlords to produce a Tenant • Getting involved as an individual
Participation Strategy setting out how tenant
tenants will be involved and consulted You can see the strategy on our
with. website at: northlanarkshire.gov.
uk/housing/get-involved
Our Strategy for Tenant Participation
includes an action plan which sets out
consultation and involvement
opportunities.
We offer a wide range of options
to enable you to get involved at
a time, level and form which
suits you best.
These include:
• Forming or joining a local tenants’
and residents’ group
• Tenant led estate walkabouts
Above: North Lanarkshire Federation of Tenants’ and Residents’
• Conferences and local events Below: North Lanarkshire Tenant Participation Team
Tenant Information Pack 2020-2021 41Tenant Information Pack 2020-2021
Tenant Participation Team We hold a database of tenants who
are interested in getting involved in
We have a specialist Tenant
different ways. We use this database
Participation Team in place to support
to make tenants aware of events/
and further develop customer
topical issues so they can get
engagement in North Lanarkshire.
involved.
Dedicated staff include a Tenant
Participation Manager, 2 Tenant To find out more about getting
Participation Officers and an involved, contact 01698 302565,
Administration Officer. email tenantparticipation@northlan.
gov.uk or follow us on facebook @
NLCtenantparticipation
The team offers a range of
practical help such as: The North Lanarkshire
• Information, training, advice
Federation of Tenants’ &
and assistance to both Residents’ (NLF)
individual tenants and The NLF works in partnership with
members of tenants’ and Housing Services to develop tenant
residents’ groups. participation and support individual
• A start up information pack for tenants and tenants’ and residents’
new tenants’ and residents’ groups. NLF also offer a variety of
groups. ways to get involved such as:
• Locality based support to • NLF annual tenants’ conference
encourage involvement at a • “Food for thought” training/briefing
local level session
• Advice and support to set up • Open meetings/consultation events
or join a tenants’ and residents’
• NLF sub groups
group
• Advice and support to assist NLF offer both individual membership
groups to become Registered and membership for tenants’ and
Tenants’ Organisations (RTOs) residents’ groups and both are free of
charge.
• Helping tenants’ and residents’
groups to access funding Contact 01236 435844 or website
northlanarkshirefederation.org.uk
42section 16:
bins and recycling
Your household waste Your food and garden waste (brown
bin) is collected every two weeks
collection service
throughout the year. Please tie a bag
If you live in a terraced house or a to the handle of your brown bin when
4-in-a-block flat, our household waste you need more biodegradable bags.
and recycling service provides four All other bins are collected on a three
bins to allow you to easily recycle as weekly cycle with a different bin
much household waste as possible. collected each week. You can find out
when your bins are due to be emptied
at: northlanarkshire.gov.uk/index.
aspx?articleid=7451
If you live in a block of flats, our
household waste and recycling service
provides communal bins for collecting
household waste. In addition to these,
Blue bin Green lidded bin there may be communal recycling
for paper, card for plastics, glass, bins which can be used for all types
and cardboard metals and cartons of recyclable waste.
If you live in a multi-storey block, your
waste is usually collected via the bin
chute. Larger items should be placed
in the bin room.
Special Uplift Service
Grey bin Brown bin All special uplifts will be charged £35
for waste which for food and per uplift. For each uplift, we can take
cannot be garden waste up to ten items. This includes
recycled household items such as furniture,
cookers and fridges.
Tenant Information Pack 2020-2021 43Tenant Information Pack 2020-2021
For electrical goods, you must ensure These should be kept within your
that all flexes are either cut off or property or placed in the bin room.
wrapped around the appliance to
Where possible you can take items to
avoid any tripping hazards.
your nearest Household Waste
Please note that for fire safety reasons, Recycling Centre where items can be
if you live in a block of flats or multi placed into segregated streams and
storey block you MUST NOT place recycled effectively.
any items on the landing for uplift.
Household Waste • Coatbridge waste disposal and
recycling centre, Stobcross Street,
Recycling Centres
Coatbridge, ML5 1BE
We operate six household waste
• Cumbernauld waste disposal
recycling centres throughout North
and recycling centre, Wardpark
Lanarkshire. The sites are open seven
Road, Wardpark Industrial Estate,
days a week including public holidays
Cumbernauld, G67 3HF
(closed on Christmas Day, Boxing
Day, New Year’s Day and 2 January). • Netherton waste disposal and
The centres are only licensed to recycling centre, Netherhall Road,
accept domestic waste and cannot Netherton Industrial Estate,
accept commercial waste. Netherton, Wishaw, ML2 0JG
Opening hours - Monday to Saturday • Shotts waste disposal and
from 7am - 6pm, Sunday from 7am - recycling centre, Foundry Road,
5.30pm. Please note that Shotts does Shotts, ML7 5DX
not open until 8am.
For any further enquiries about bins or
• Airdrie waste disposal and recycling contact Northline on
recycling centre, Lady Anne 01698 403110 or visit
Crescent, Airdrie, ML6 9RY northlanarkshire.gov.uk/recycling
• Bellshill waste disposal and
recycling centre, Jubilee Way,
Bellshill, ML4 1SA
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