tenant induction manual - johannesburg housing company · 2017-05-09 · tenant induction manual...

Tenant Induction Manual

Yo u r H o m e i n t h e C i t y

© 2010 JHC All Rights Reserved.No part of this document may be reproduced or transmitted in any form or by any means without the express written permission of JHC. Document enquiries must be directed to: The Records and Information Officer of JHC.

Johannesburg Housing Company

53 Main Street Marshalltown Johannesburg 2001

Tel: +27 (0)11 241 6900 Fax: +27 (0)11 836 6887 E-mail: [email protected] Website: www.jhc.co.za


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Table of Contents

1. Introduction 1 1.1. Johannesburg Housing Company (JHC) Mission and Values 1 1.2. The JHC tenant community 2 1.3. Tenant assistance in the building 2

2. Important Lease Information 3 2.1. The Lease Agreement 3 2.1.1. What is a lease agreement? 3 2.1.2. What is the purpose of having a lease? 3 2.1.3. What if there is a disagreement between you and your landlord that can’t be resolved? 4 2.1.4. What are your rights and responsibilities, as the tenant? 4 2.1.5. What are JHC’s rights and responsibilities, as the landlord? 5 2.1.6. The terms of the JHC lease 5 2.1.7. Who qualifies for a subsidy? 7 2.1.8. When and how do you end the lease? (Giving notice) 7 2.1.9. Entry and Exit Interviews 8

2.2 Rent and utilities charges 8 2.2.1. What is rent? 8 2.2.2. What will you pay every month? 9 2.2.3. How can you save money on water and electricity? 10 2.2.4. How and when do you pay every month? 12 2.2.5. Important details on your statements 12 2.2.6. Important rent dates and facts 13

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3. House Rules 15 3.1. Why are there House Rules? 15 3.2. The general JHC House Rules 15 3.3. High risk areas – these rules are strictly applied 17 3.3.1. Security and Safety (including security tag use) 17 3.3.2. Noise 17 3.3.3. Parties or gatherings 18 3.3.4. Public drinking 18 3.3.5. Visitors 18 3.3.6. Parking 19 3.3.7. Sub leasing / letting 19 3.3.8 Children 20 3.4. What happens if you break the rules? 20

4. Waste Recycling and Food Gardening Project 21 5. Property Management and Maintenance 22 5.1. Property management 22 5.1.1. Tenant intake 22 5.1.2. Snagging 23 5.2. Maintenance 23 5.2.1. Types of maintenance 24 5.2.2. Maintenance procedure 25

6. Tenant Support 26 6.1. Makhulong A Matala 26 6.2. How Makhulong works 27 6.3. Makhulong programmes 27 6.3.1. Community projects and support programmes 27 6.3.2. Individual support 29 6.3.3. Neighbourhood enhancement 29 6.3.4. Community engagement and support to JHC 30 6.4. Your responsibility with Makhulong programmes 30

7. Test your Knowledge as a JHC Tenant 31

1. Introduction 1.1 Johannesburg Housing Company (JHC) Mission and Values

JHC is an independent, private sector, social housing company, registered as a not-for-profit organisation. It operates mainly in the inner city and, since 1995, has developed more than 3 300 housing units, providing homes for more than 9 500 people, in 27 buildings across Johannesburg. The company also now has a new building at Cosmo City northwest of central Joburg.

Mission statement

The JHC is committed to urban regeneration through the provision of quality, value for money accommodation and service for all who choose to live in JHC buildings and neighbourhoods, in a manner that is both sustainable and promotes growth.

To achieve this, JHC and all its staff commit to live by the JHC values. JHC’s values listed in logical order are:

Commitment Teamwork Integrity Sustainability.

If you are unable to resolve conflicts, you can approach: • The Housing Tribunal• The Magistrate’s Court• The National Consumer Tribunal (NCT).

Tenant Induction Manual Introduction

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Tenant Induction Manual Introduction

1.2 The JHC tenant community JHC is committed to urban regeneration, which means that, as an organisation, it strives to create healthy, sustainable and growing communities in its buildings. JHC asks that all tenants in its buildings work with JHC to help create this community and participate in it with their families, neighbours, the JHC Housing Supervisors and other JHC staff.

Tenants living in JHC buildings appreciate living in a well run, safe, clean, organised and supported environment. They are people who respect the other people in their work and home communities, in their neighbourhood, and in society as a whole. They pay rent on time, look after the property they live in and work with their neighbours to achieve their community goals.

1.3 Tenant assistance in the building

JHC Housing Supervisors (HSVs) in each building are specially trained to work with you, the tenant, regarding any issues that are related to the building. The HSV usually stays in the building and can assist you if you need help. The HSV is the person who manages the security and cleaning services at the building, who notifies you of your payment situation, and who manages the community in the building. The HSV can help you if something in the building or in your unit needs to be

repaired. The HSV will either do the repair directly or will organise that a professional comes in to complete the repair on your behalf. The HSV works with their manager (the Portfolio Officer) to ensure that you feel at home in your unit and in the JHC building – your home in the city.

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Tenant Induction Manual Important Lease Information

2. Important Lease Information 2.1 The Lease Agreement

When you rent accommodation, two parties are involved:• You, the tenant, who rents the unit in terms of an agreement with the landlord, and• The landlord, who owns the unit. JHC manages its own properties so, if you speak to any member of JHC staff, you will be dealing with the landlord.

When you rent a unit, you sign a lease agreement.

2.1.1 What is a lease agreement?

A lease agreement is an agreement between the landlord (JHC) and the tenant (that is you). The lease agreement is:

• A legal contract that is enforceable by law• A list of the tenant’s (your) obligations and responsibilities• A list of the landlord’s (JHC’s) obligations and responsibilities.

Only after a lease has been signed will a tenant be allowed to move into their unit in the landlord’s building.

If you and your landlord have a disagreement, the lease is one of the documents that must be read as it outlines what was agreed when you decided to live in the building.

2.1.2 What is the purpose of having a lease?

The lease agreement: • Protects your rights as the tenant• Protects the rights of the landlord, JHC• States what your responsibilities are, as a tenant living in a JHC building• States what the landlord’s responsibilities are• Binds you and the landlord (JHC) in a legal agreement.

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This legal agreement says that you:• Have committed to pay the landlord rent on the first day of each month• Have agreed to an annual increase in the rent. This will happen annually on 1 July.• Have agreed to live by the House Rules that are included in the lease and • Have agreed to the limit on the maximum number of people who can live in your unit.

2.1.3 What if there is a disagreement between you and your landlord that can’t be resolved?

The first step you take is to re-read the lease that you signed. This will remind you of what you and the landlord agreed when you moved into the unit.

Ifyouareunabletoresolvetheconflict,you,asatenant,canapproach:• The Housing Tribunal or• The Magistrates’ Court.

They will listen to your case or complaint and that of the landlord and come to a fair decision. One of the first documents that the Housing Tribunal or the Magistrates’ Court will look at is the lease agreement.

2.1.4 What are your rights and responsibilities, as the tenant?

As the tenant, you have the following rights and responsibilities:

You have the right to: You have the responsibility to:Privacy. Pay your rent and utilities bills on time. Clean living conditions in the common Keep the unit at the same standard it was in areas of the buildings. when you moved in.

Live in a well maintained building that Live by the rules of the building thatcomplies with health, safety and fire call for consideration for neighbours, protection requirements. prevention of overcrowding, and so on.

Give notice to leave the unit when you Abide by the municipal by-laws. This means want to move out. This is limited by what hanging washing in legal areas, not drinking has been agreed in the lease. in public, not trading from the unit (unless the relevant permits have been received) and other such by-laws.

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2.1.5. What are JHC’s rights and responsibilities, as the landlord?

As the landlord, JHC has the following rights and responsibilities:

JHC has the right to: JHC has the responsibility to: Send you written notice that it intends Ensure that the property’s common areasto cancel the lease if you do not move are well maintained and meet health, safetyin within three days of the occupation date. and fire safety standards.After seven days the lease will becancelled. Allow tenants their privacy in the building. Collect rent payment on the first day of Enforce the House Rules to ensure a happyeach month. and harmonious community in the building.

Cancel the lease if the rent and utilities Enforce compliance with the municipalare not paid by the due date. by-laws to ensure that all members of the tenant community comply with the law ofTake legal action against you, if you South Africa.default on your rent and utilities payments, by: Respect a tenant’s decision to leave a unit, as• Claiming back payments as well long as the tenant follows the required as legal costs procedures outlined in the lease.• Referring the matter to the Housing Tribunal or the courts• Evicting you from the unit• Listing you with a credit bureau.

Terminate the lease if the unit no longer meets the health and safety standards as required by law.

2.1.6 The terms of the JHC lease

The JHC lease includes the following terms. • The lease is for rental and not ownership – JHC owns the buildings and the units. • Your rental deposit is equal to two months’ rent.

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• The rental deposit is refunded to the tenant when the lease is terminated. The amount that is refunded will be less any outstanding rent, utilities’ costs and costs for maintenance or repairs that JHC needs to make to the unit. • The deposit bears interest at the bank’s saving rate.• As a registered social housing organisation, JHC can obtain subsidies from the Gauteng Department of Human Settlements for a proportion of units in its buildings. JHC submits applications to the department only for those people who qualify for subsidies. Once the subsidy has been approved, JHC will reduce the rental rate to the subsidised rate for the unit that is leased to that person. (Details on who qualifies for subsidies are listed later in this document.)• Municipal charges for water and electricity are generally monitored on individual meters. The municipal charges for water and electricity, as well as sewage and refuse removal, are billed monthly on the JHC statement. However, because water and electricity charges are based on tenants’ actual usage and billed in arrears – that is, after use – your one month’s water and electricity charges are billed on the statement you receive in the second month. The second month’s water and electricity charges are billed in the third month, and so on. • JHC units are rented for residential use only. (No businesses are to be run from a JHC unit unless it is specifically a live-and-work unit and the relevant permits have been received.)• The lease runs month to month. • The names of all the occupants in the unit must be stated in the lease.

• One calendar month’s written notice is required, that is, from the 1st day of the month, if a tenant wishes to leave their unit.• JHC is responsible for ensuring the outside and common areas of the building are well maintained. You, the tenant, are responsible for maintaining the interior of your unit.

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• JHC is responsible for insuring the building (structure). You are responsible for insuring your personal belongings.• JHC issues each unit with two security tags. It is your responsibility to look after these tags. Should you lose a tag, you will be charged to replace it. When you move out of the building, you must return the tags to the HSV, with the keys for the unit.• JHC requires you to complete a snag list when you move into a unit, noting any damages or faulty fittings in your unit. Any damage that is recorded on this snag list is not your responsibility to repair. When you move out, an exit snag list will be completed. You will be required to pay for any new damages that are identified in the unit when the exit snag list is completed.

2.1.7Whoqualifiesforasubsidy?

The subsidy policy is managed strictly by government. In order to qualify for a subsidy, applicants must meet the following requirements.• The combined income of all tenants in the unit may not exceed R7 500.00 per month.• The leaseholder must have dependants who are supported financially by the leaseholder. The dependant(s) may be a child, parent, spouse or relationship partner.• The subsidy applicant may not have owned a property before applying for the subsidy. • Any previous institutional subsidies must be cancelled if a new housing subsidy is received.• The applicant must be 21 or older.• The applicant must be a South African citizen.

The subsidy is a discount on the rental of the unit. The subsidy does not reduce the cost of municipal charges.

2.1.8 When and how do you end the lease? (Giving notice)

If you decide to move out of your unit, written notice (a letter confirming that you will be moving out) must either be handed to the Housing Supervisor (HSV) or sent to the leasing department at JHC.

The letter must be handed in by midnight on the 1st of the month in which you are wanting to move out. If the 1st falls on the weekend, the letter must be received by the Friday before the weekend.

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The written notice must state:• Your name• The name of the building you are living in • Your unit number • The date that you will be moving out.

If the notice is received late, you may be required to pay penalties for late notice.

2.1.9 Entry and Exit Interviews Leasing conducts entry and exit interviews with tenants in order to understand the expectations of tenants and provide appropriate support to tenants.

• Entry interviews are conducted to ascertain that tenants are given good service and assistance when they are moving into their unit and to identify any outstanding customer service issues.

• Exit interviews are conducted when tenants move out of a JHC building, in order to provide feedback to JHC on the tenants’ experience while living as part of the JHC community. Through the exit interview, suggestions are made on what JHC can do differently to better serve and support the tenants. 2.2 Rent and utilities charges

2.2.1 What is rent?

Rent is the amount that you, the tenant, pay by the 1st of every month for the use of the unit in which you are living. This is a set amount that is agreed in the lease or in the annual increase letter.

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In return for your rent the landlord will: • Allow you access to the building, its facilities and your unit • Make sure the building and common areas are clean and secure by

• Employing security guards and cleaning staff • Maintaining the common areas and repairing wear and tear damage in the units • Ensuring that lifts, gate motors, fences etc are in good repair and working order. • Pay the local council the rates, refuse and sewage charges every month and • Pay the HSV who looks after the building, assists

the tenants and ensures that all tenants comply with the House Rules and municipal by-laws. This ensures that you and all the tenants enjoy a healthy, safe and clean living environment.

The landlord uses the rent to pay the costs of running the building, to pay any loans that are outstanding on the building, and to build up reserve funds for long-term maintenance and upgrading and further social housing developments.

2.2.2 What will you pay every month?

Every month, the tenant who is the leaseholder in each unit is responsible for paying:• The basic rent • The electricity that has been used by the people who live in the unit• The water that has been used by the people who live in the unit

• The gas (if applicable) used by the people who live in the unit• Sewage, as charged by the local authority or municipality• Refuse removal, as charged by the local authority or municipality.

Water and electricity are paid for according to metered use. In most JHC buildings there is a meter in each unit and at a central unit, which the HSV has access to and checks monthly. In some buildings there is a pre-paid system which means that water and electricity are paid for by JHC before they are used.


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Save on Electricity Turn lights and appliances off when you leave the room.

When boiling a kettle, only put in as much water as you need as this saves electricity from boiling unnecessary water. Use a kettle to boil water rather than a pot on the stove as a kettle uses less electricity.

Use a heater to warm your unit in winter. The oven uses huge quantities of electricity if it is used as a heater.

Turn heaters off if you aren’t at home.

Turn the geyser off if you go away on holiday or for a weekend. The geyser uses large amounts of electricity just keeping the water hot and only takes 45 minutes to heat up.

If you have a quick shower instead of a bath you use less water and save on geyser heating expenses.

Use low voltage and long-life light bulbs which last much longer than normal light bulbs.

Dispose of CFL bulbs separately and give back to the HSV.

2.2.3 How can you save money on water and electricity?

Here are some tips to help you save on your water and electricity.

Save on Water Report any leaking pipes anywhere in the building to the HSV immediately.

Repair any leaking taps. Leaks lead to large amounts of wasted water.

When boiling a kettle, only put as much water in as you need, so that you will not be throwing away previously boiled water when boiling a fresh kettle. Use old bath water, or water from washing fruit and vegetables, to water your plants. Don’t leave water running, no matter if it is from a tap, a toilet or any other water source. If it needs to be repaired, ask your HSV to repair it as this will save costs in the long run. Have a quick shower instead of a bath asthis uses less water.


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The new reference number


2.2.4 How and when do you pay every month?

You will receive a statement from JHC each month, delivered to you by the HSV before the end of the month. You need to pay JHC the amount that is shown on your statement. You can pay JHC by:• Internet transfer, or• Bank deposit, or• Debit order (where applicable).

Payments must be made on or before the 1st of the month following that in which you receive the statement. No cash is to be paid to any JHC staff member. 2.2.5 Important details on your statements

Opposite is an example of the second statement that you will receive. You can see that the statement includes the pro-forma statement given to you when you applied to rent a unit from JHC. Please take note of the following important points.

• The new reference number – below the building name, near the top right-hand corner – must be used when you make any payments. This links you to your payment and ensures JHC records your payments accurately.• You will notice that there are no electricity or water charges on this statement. These will not be included until you have been living in the unit for two months, as they are paid for after you have used them (in arrears).• At the bottom of the statement, there is a deposit section. JHC’s bank account details have been included in this. If you do a bank transfer or a payment by internet, these are the details that must be used. • Payments received by JHC are shown as a negative amount on the statement – you can use this to check that your payment has been recorded.• Amounts that you owe are also listed on the statement.• The final figure in the right-hand column is the amount that you owe. (On this statement the amount is R2965.50.) The statement you receive will be according to the rent for your unit and the municipal charges that you owe.

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2.2.6 Important rent dates and facts

The following are important dates that JHC would like you to remember.

• Statements are printed and delivered on the 25th of each month, or the closest working day to the 25th.• The full amount on the statement needs to be paid by the 1st of the following month.• Your payment is receipted and shows on your statement two days after the payment was made – the system takes time to reflect and confirm the payment.• If you are in arrears on your payments by more than R100.00, you will receive a letter on the 3rd of the month. You will be charged an additional administration cost for the management of the arrears.• If you are experiencing problems with payments, you must discuss the issue with your HSV. If it is agreed, an arrangement can be made for you to pay 50% of your current statement and the remaining balance over two months. However, this arrangement must be made before the 7th of the month. Arrangements can be made only once every six months.

The following are important facts that JHC would like you to remember.

• Always make sure the correct reference number is linked to your payment as this guarantees that your payment is accurately recorded.• Utilities are billed on your statement two months after you move in (e.g. November statement reflects September utilities’ charges). Please save for this expense.

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• If you apply for parking after you have moved in, your statement will show two charges for parking: once for the month in which you applied and once for the current month. This is only if the application was submitted after the 25th of the month.• If you overpay, the extra payment does not reflect separately as an overpayment on your current statement but will reflect on your next statement and reduce the final balance that is owed.• If you have received the rental benefit due to the death of a family member, the benefit amount is paid into your account and all rent charges are deducted against this until the amount is used up. You need to make normal payments for utilities (water, electricity etc).• If you have an issue, question or complaint on your rent statements, speak to your HSV who will investigate with the relevant department at head office and give you feedback.

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Tenant Induction Manual House Rules

3. House Rules House Rules are the acceptable behaviours that are defined and agreed to by all tenants who live in JHC buildings.

3.1 Why are there House Rules?

These rules have been developed to ensure fairness, consistency and respect among tenants and between tenants and JHC. Some buildings have more than 200 units and if rules are not implemented, tenants are not aware of how they must manage themselves, their families and their visitors, or how their neighbours should be behaving. Living with a lot of other people in buildings requires a common standard of behaviour so that everyone’s privacy in their home is respected and the common areas and shared facilities can be enjoyed by all tenants. The House Rules ensure that everyone can live happily together, with shared respect for one another in the community. 3.2 The general JHC House Rules

Below are the general House Rules that apply in all JHC buildings and that all tenants must follow. The tenant will:1. Declare all firearms and sign the landlord’s policy document in respect of firearms.2. Not keep live animals or pets on the premises.3. Not allow any of the tenant’s possessions or anything whatsoever (including rubbish and refuse) under the tenant’s control, to be left in the passage or other common areas of the building. Only attractive pot plants may be placed in the passage, as long as they do not cause any obstruction or danger.4. Not allow laundry, linen, clothing or washing of any kind to be hung on the balcony or on the outside of the premises where it is visible to the public. 5. Not install any television aerials on the walls, roof or anywhere else on the premises without the written consent of the landlord.

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6. Not allow any article of furniture or other possessions to be stored on the balcony of the premises that can be seen from the outside of the premises.7. Not cause or allow any destruction or damage to the building in which the premises are located.8. Not cause or allow any disorderly conduct of any nature in or upon the premises.includes doing anything on or around the premises that is a nuisance or inconvenience to any other person.9. Not intimidate, verbally abuse or assault the Housing Supervisor, any of the landlord’s employees, any fellow tenants or visitors to the premises.10. Not keep, or allow to be kept, or do, on the premises, anything that may cause a fire or is likely to affect, void, breach or lead to the increase of the fire insurance policy premiums of the landlord.11. Not break or allow the breaking of any law. This includes but is not limited to possession of or dealing in narcotics, illegal sale of alcohol, or offering services as a prostitute.12. Prevent any blockage of any sewerage, water-pipe, drains or other plumbing in or used in connection with the premises. The removal of a blockage or obstruction will be charged to the tenant.13. Not, in any way, do or allow to be done, anything that may cause damage to the walls, floors, ceilings or an other part of the premises.14. Not attach carpets or any other covering to any part of the premises by adhesives, nailing or any other fixing methods. No cupboards or other doors may be cut shorter to accommodate carpets or for any other reason.15. Not make any alterations and additions to the premises (structural or otherwise) without the landlord’s prior written permission. This includes adding any other fixtures or installations to the premises and driving nails or screws into the walls, ceiling or floor.16. Not sublet or give up possession of any part of the premises. This includes assigning, ceding, giving away, delegating or encumbering any of your rights and obligations as defined in the lease. Only the occupants named in the leasing schedule are entitled to occupy the premises.17. Notify the landlord of any changes in the occupants of the premises and ensure that the names of occupants on the leasing schedule are changed accordingly.18. Not, under any circumstances, run a business of whatever nature from the premises (unless a relevant permit has been obtained).


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19. Attend the compulsory induction programme conducted by the landlord within the first month of taking occupation of the premises.20. Notify the landlord if you become aware of any hazardous condition relating to the premises or any unlawful conduct taking place at the premises.

3.3 High risk areas – these rules are strictly applied

3.3.1 Security and Safety (including security tag use)

It is the responsibility of each tenant to recognise and report security matters to the security guard at each building. Security is a non-negotiable at JHC buildings. For good security to be maintained, every tenant needs to be responsible for the security of their unit and the building as a whole.

Tenants must: • Report suspicious activity to the HSV (for example, loitering in an area, strangers wandering around the building without any purpose, etc) • Report security risks to the HSV (for example, broken windows, guards sleeping on duty, etc) • Look after their security tags. Security tags must not be lent to friends, neighbours, or anyone else, as this can

allow a non-tenant unrecorded access to the building. If a tenant is found doing this, action will be taken against them as this places all tenants at risk.

3.3.2 Noise Noise levels must be managed at all times. If your voice, music, TV or any other activity is loud enough to be heard in a neighbouring unit, this is considered noise

and is unacceptable. Tenants are asked to respect one another and behave in an appropriate manner. Tenants complain about noise more than any other issue in JHC buildings. JHC takes noise management seriously and will take action against tenants who, by making a noise, show no respect for their neighbours or the JHC tenant community.

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3.3.3 Parties or gatherings Parties or gatherings are high risk activities in the buildings as they allow groups of non-tenants into the buildings (a potential security risk), alcohol is often consumed at such gatherings and noise is often an issue. For this reason, if a tenant wants to have a party or gathering, they need to speak to the HSV and get permission.

Each building has a defined number of parties or gatherings that are allowed on any given day. The HSV will work with the tenant to help the tenant to have their party or gathering. The number of visitors, starting and ending times of the party or gathering, and the reason for the party or gathering will all influence the HSV’s decision to approve the application for the party or gathering.

3.3.4 Public drinking

Public drinking is not allowed in JHC buildings. Tenants are allowed to drink in their units. Tenants are not permitted to drink on their balconies. The JHC will take swift and severe action against tenants who drink in public. 3.3.5 Visitors

Visitors who are in the building can often cause conflict if they do not know the House Rules or the agreed behaviour that is accepted in the building. If they do not know the House Rules, they may behave in a manner that goes against the rules. Tenants are responsible for ensuring their visitors are aware of and abide by the House Rules.

In addition, visitors:• Must sign in on arrival• They must be fetched from the reception area and walked out by the tenant• They must be informed of behaviour that is allowed or not allowed by the House Rules • They must be informed of the time they need to leave the building, in line with the House Rules.


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If you are having a visitor to stay for an extended visit, you must advise the HSV of: • The duration that the visitor will be staying and• The reason for their visit.

The HSV will advise you of any requirements they may have regarding the visitor staying in the building. You must comply with these requirements. You are responsible for the behaviour and actions of your visitor while they are staying in the building. 3.3.6 Parking

Parking is limited at JHC buildings. Tenants who have parking allocated to them are paying for the space and reserve the right to use it. JHC does not allow tenants to park in visitors’ parking bays and

visitors are not allowed to park in tenants’ parking bays. When a tenant is moving into or out of the building and needs temporary access for the vehicle that is transporting their furniture and belongings, the HSV and / or security will advise the tenant regarding the best parking and access that they should use. 3.3.7 Sub-leasing / letting

Overcrowding in buildings leads to numerous issues such as overuse of the facilities, damage to the building and its facilities, higher use of water and electricity, unhygienic living conditions and other problems. In JHC buildings, overcrowding is not allowed. For this reason, the following limitations are in place for the number of people allowed to stay in the different types of units.

Unit type Maximum number of tenants

Bachelor 2 adults and 1 child (under 12yrs)

1 bedroom 2 adults and 1 child (under 12yrs)

2 bedroom 4 adults and 2 children (under 12yrs)

3 bedroom 6 adults and 3 children (under 12 yrs)

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Tenants are not allowed to sublet their unit. If they would like to share their unit, the new tenant will need to complete a lease agreement with JHC and follow the legal process to protect their rights and comply with JHC’s requirements. You and your new tenant can do this by applying for a separate lease through the JHC leasing department.

If the new tenant will increase the number of people living in the unit to higher than is shown in the table on the previous page, the application will be declined.

3.3.8 Children Children are the responsibility of parents (including those visiting your children) and parents need to ensure that children play in safe areas. This rule is more important in high rise buildings.

3.4 What happens if you break the rules?

The HSV in the building, with the support of their portfolio manager, will address the issue with you and / or your family member and a solution will be found. If the rule that has been broken is very serious or you have broken a rule on a number of occasions, your lease may be cancelled and you may be required to move out of the building.

JHC expects all tenants living in its buildings to abide by the House Rules and create a happy and mutually respectful community in each building.


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Tenant Induction Manual Waste Recycling and Food Gardening Project

4. Waste Recycling and Food Gardening project JHC is piloting a Waste Recycling and Food Gardening Project at three of its buildings Brickfields, Tower Hill and Douglas Village. The project will eventually be rolled out in all JHC buildings. Tenants where the project is currently being rolled out can participate by separating waste at source, in their units. In your unit, have two garbage plastic bags or bins, one for dry waste and the other for wet waste.

Dry Waste: Glass, cans, paper and cardboard, plastic bottles and other containers can all be disposed in one bin for recycling. The sorted waste can be dumped in colour-coded bins located outside your unit. Please clean all containers before disposing. This material will be transported to the recycling plant for that type of material.

Wet waste: Food leftovers, vegetable and fruit peels can be disposed in another bin. Please remove any excess water and oil from leftovers before disposing. Wet waste will be used to produce compost which will then be used for the Food Gardening Project which will also be rolled out in all JHC buildings. A wet waste bin will also be made available in the disposing area at your building.

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Tenant Induction Manual Property Management and Maintenance

5. Property Management and Maintenance 5.1 Property Management

Property management encompasses all the elements that ensure that the building you live in is healthy, safe and well maintained and managed. Property management starts with effective intake into the building (when a new tenant or tenants move into a building) and includes reporting, management of the House Rules, management of security and security personnel, among other things.

Below are a few of the important aspects that you, as the tenant, need to know about.

5.1.1 Tenant intake

Tenant intake follows a standard process. • Intake occurs on the first day of the month from 12 noon until 8pm. • The HSV will greet and welcome you to the building and advise you of any important information related to the building. HSVs know where the local medical, education and social facilities are and have a wealth of information to answer your questions. • The HSV will take your finger prints and register you on the system. • The HSV will check your lease to ensure everything is in order. • The HSV will introduce you to the security personnel and the security procedures will be explained to you. • Your keys and security tags will be issued to you.

If you have any questions or issues, please speak to your HSV. He is there to assist you.

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5.1.2 Snagging

Snagging is the process of ensuring that the unit you move into is in good order and, when you leave the unit that you are leaving it in good order. The snagging process is as follows: • Once the HSV has welcomed you, he will take you to your unit. • He will present you with the snag list and ask you to complete the list. • The HSV will read the water and electricity meters and confirm his reading with you. The readings will be written on the snag list and signed by you. • The snag list is for you to list anything in the unit that is faulty or not working properly. • Once you have completed the snag list, you must hand it to the HSV and he wil evaluate the list.• The snag list must be completed and signed within 24 hours of moving into the unit. • Small maintenance issues, such as a leaking tap or broken door handle, will be repaired within seven working days. • If there are bigger maintenance issues, these will be discussed with you. If the problem cannot be repaired but would require replacement (e.g. if there is an iron mark on a carpet), this will be marked on the snag list and when you move out of the unit, you will not be charged for this. • Once the repairs have been completed, you and the HSV must sign off the snag list and the HSV will file it at head office.• When you move out of the unit, you will be asked to complete an exit snag list. Any new issues identified on this snag list will be repaired at your expense, unless you repair them before you move out. Any repairs conducted must meet the quality standards of JHC.

5.2 Maintenance

Maintenance encompasses all the activities that deal with the repair, upgrading and day to day upkeep of a building so that it is kept in good condition with a high standard of safety.


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JHC is committed to ensuring that all its buildings are maintained in good order. JHC has:• Well skilled HSVs who are able to complete minor maintenance repairs for the tenants. If you are responsible for the damage that requires repair, you will be billed for the materials used in the repair.• A group of accredited and approved service providers who the HSVs can call in to assist with repairs. The appropriate service provider will complete the repair and invoice the JHC. If the repair is for damage you have caused, you will be billed for the repair on your next rental bill.

5.2.1 Types of maintenance

There are three main types of maintenance at JHC.

• Emergency maintenance is maintenance required where the damage puts people at risk or is causing a high expense to the

building. An example of this would be an electrical fault that is sparking and placing

people in danger, or a burst water-pipe that is leading to large quantities of water being wasted which will still need to be paid for.

• Wear and tear maintenance is maintenance required where the damage is caused by regular use. When a tenant moves into a unit, JHC is responsible for presenting them with a unit that has had all the wear and tear repairs completed so the unit is in a good state. Thereafter, it is the tenant’s responsibility to maintain the unit to the same standard in which they received it.• Damage maintenance is maintenance required to repair damages caused by a tenant, by accident, misuse or inappropriate behaviour. It is the tenant’s responsibility to pay for the repair of such damages.

JHC is responsible for keeping the common areas and the building overall in a safe and well maintained state.

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5.2.2 Maintenance procedure

Below is the process that JHC has in place to support you in maintaining your unit in good condition.

• If there is a repair that needs to be done in your unit, tell the HSV about the repair required as soon as possible or make an entry in the Maintenance Register at Security. • Emergency repairs – immediately • Other repairs – contact the HSV between 07h00 - 18h00. (HSVs core working hours are 08h30 - 17h00.)• The HSV tells you how and when the repair will be done, and completes a Task Order. The repair should be completed within 7 working days, unless you are told differently by the HSV.• Please make your keys available for the service provider and HSV.• Once the repair is done and the HSV is happy with the quality, he will bring you the Task Order and, if it is your responsibility to pay for the repair, he will tell you how much it cost.

You will sign the Task Order when the repair is completed and you are happy with it.

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6. Tenant Support 6.1 Makhulong A Matala

Makhulong A Matala (Makhulong) is the organisation within JHC that is committed to building strong and healthy communities by providing community support and assistance to tenants. There are four primary functions that Makhulong fulfils,providing: • Community projects and support programmes• Individual support• Neighbourhood enhancement• Community engagement and support to JHC.

Tenant Induction Manual Tenant Support

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6.2 How Makhulong works

Makhulongisanon-profitorganisationmadeupofcommittedstaffandvolunteers.In each building, Makhulong recruits and hires a Community Development Facilitator (CDF). Makhulong trains and empowers them to:

• Better manage community development problems in the buildings• Facilitate community development programmes in the buildings• Support the HSVs with issues that affect the community in the buildings. The CDF receives a monthly stipend that assists them with travelling and communicating with head office. The CDFs are involved with all projects that are run by Makhulong.

Makhulong has further recruited three Comunity Development Project Coordinators to provide support to CDF in each JHC Portfolio.

6.3 Makhulong programmes

6.3.1 Community projects and support programmes

Makhulong recognises the importance of building strong communities in JHC buildings. Makhulong runs programmes for Children, Youth and Adults within the JHC tenant community. Some of these programmes are outlined below.

• Makhulong Learning Centres Makhulong ran 8 learning centres at some of the JHC buildings in the past years. In our quest to improve the programme we have appointed an independent service provider to pilot a new programme at Rondebosch and Hlanganani and depending on the success of this programme, it will be spread across the other buildings in future.


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The focus areas provided by the 8 Learning Centres is currently under review. Two Learning Centres

continue to provide learning areas in reading, language skills and assisting with homework, while the other six are now being piloted as playgroups. Playgroups focus on children’s cognitive development in a playing environment.

• Soccer League At present there are 8 teams from different buildings registered in the Makhulong Soccer League. During the year they play regular weekend matches and they compete in the annual Taffy Cup Tournament. • Junior Soccer Development Programme This is a skills programme that teaches children aged 8 to 15 years, focussing on life skills, soccer skills and team work. Technical skills are run in the building or at nearby sports faciliies.

• Sports skills workshops As part of the youth sports support programme, technical skills workshops are run for the youth to learn about sports skills, fitness, discipline and self-motivation.

• Youth Clubs Makhulong has established youth clubs across the three portfolios. The portfolio’s cover buildings in different zones of the city – Mpumalanga (East), Kopano (West) and Greenfields (Central). These clubs are run by the youth who organise social, educational and cultural activities and workshops that assist the youth in gaining school, work and social skills.

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6.3.2 Individual support

Makhulong also provides support for individuals within JHC communities.

• Training Makhulong hosts training programmes, seminars and workshops that respond to the needs of the community. These cover topics such as: • Family financial planning • Entrepreneurial skills • Effective parenting skills The training is provided by accredited training providers who are experts in their field. The training courses are subsidised by Makhulong and some courses are made available to tenants free of charge.

• Individual advice At times, tenants are faced with individual challenges that they do not know how to resolve and they need additional support. In cases where people may be facing terminal illness, abuse, addiction or bereavement, one of the Community Development Officers (CDOs) from Makhulong will meet with the tenant or tenants and offer guidance and advice. The CDO may refer the tenant(s) to the relevant support organisation that will be able to provide ongoing assistance and support. In some cases, the CDO may contact the support organisation and organise a meeting for the tenant(s). 6.3.3 Neighbourhood enhancement

Like JHC, Makhulong recognises the importance of creating healthy, safe neighbourhoods where people are happy to live with their families. Makhulong has pioneered the eKhaya Neighbourhood Development programme in Hillbrow to improve safety, cleanliness and management in this part of the city. eKhaya has played a major role in decreasing crime and providing a safe and secure environment for residents in this Hillbrow district. It has been key in rejuvenating a sense of pride among city dwellers.

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The eKhaya Neighbourhood Development Programme has expanded to the Plein Street Dorchester and Troyville Precincts.

6.3.4 Community engagement and support to JHC

Makhulong understands that tenants need certain structures in place to assist them in times of hardship. For this reason, Makhulong introduced Tenant Hardship Cover.

• Tenant Hardship Cover Tenant Hardship Cover was introduced in 2003 to assist tenants financially during difficult times, particularly if there is a death in the family or household. There is no additional cost to tenants for the hardship assistance and it is offered to all registered JHC tenants. This includes the leaseholder and his/her dependants who are residing in the unit at the time and who are registered on the lease. There are two types of Tenant Hardship Cover.

• Type 1: Rental Assistance If the registered leaseholder dies, JHC will consider the case for providing assistance to cover outstanding rental. • Type 2: Funeral Assistance If the registered tenant or one of their dependants living in a JHC unit dies, JHC will consider the case for a cash payment not exceeding R5000.00 to cover funeral expenses.

Tenants must register for Hardship Cover when they sign their lease with JHC. When tenants apply for hardship assistance, each case is assessed individually, according to the circumstances of the case. 6.4 Your responsibility with Makhulong programmes

Makhulong is a non-profit organisation that relies on sponsorship and funding for the various programmes and services that it offers to tenants. The services that it provides entail costs. Although Makhulong manages to source funding to subsidise most of the costs associated with its programmes, tenants who participate in the programmes, or whose children participate in them, are required to pay a nominal fee to cover the balance of costs. Makhulong commits to keeping the costs to tenants at a manageable level.


7. Test your Knowledge as a JHC tenant

1. What are JHC’s values, listed in logical order?

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2. What are the JHC officers in each building called?

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3. What is a lease agreement?

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4. When must you pay your rent for your unit?

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5. Who manages the allocation of housing subsidies?

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6. What are utilities or municipal charges for?

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Tenant Induction Manual Test your Knowlede as a JHC tenant

7. Name one way to save water.

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8. Name one way to save electricity.

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9. Who should you speak to if you have a question about your rent payments?

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10. What happens if you lose one of your security access tags?

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11. Why are the House Rules important?

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12. List 4 of the most important issues in JHC buildings where the House Rules are

strictly applied.

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13. What does maintenance encompass?

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Tenant Induction Manual Test your Knowlede as a JHC tenant

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14. What is a snag list?

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15. Who should you speak to if you have a problem in your unit that needs repair?

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16. Who is responsible for keeping your unit in good condition?

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17. List 3 community programmes that Makhulong provides.

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18. What does CDO stand for?

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19. What does CDF stand for?

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20. Name 3 other services that Makhulong provides.

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Johannesburg Housing Company53 Main Street, Marshalltown, Johannesburg, 2001

Tel: +27 (0)11 241 6900Fax: +27 (0)11 836 6887

E-mail: [email protected] Website: www.jhc.co.za

tenant induction manual - johannesburg housing company · 2017-05-09 · tenant induction manual...

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