Traveller Accommodation Unit

tenants handbook

FOR RENTS & REPAIRS

33

Introduction

Dublin City Council (DCC) is responsible for the

provision of Traveller Specific Accommodation in the

Dublin City Administrative Area. This amounts to over

200 houses and bays. Additional facilities such as

playgrounds are also provided by DCC, along with

green areas and community halls.

As our tenant we want you to have the best housing

service that we can provide. Our aim is to provide this

service efficiently and effectively. We want you, your

family, and your neighbours to enjoy your homes in a

safe and comfortable environment.

This booklet aims to cater for all our tenants in

relation to the payment of rent and the reporting

of maintenance and repairs. We hope you find this

booklet useful and would welcome any feedback you

might have.

Kieran Cunningham

Traveller Accommodation Unit

September 2012

55

Contents

Introduction 3

1. Payment of Rents 7

2. Rent Cards 9

3. Problems with your Rent 10

4. Maintenance and Repairs 10

5. Procedure for Repairs 11

6. Types of Repairs 12

7. Frequently Asked Questions 18

8. Useful Contacts 24

77

1. Payment of Rents

As a tenant of Dublin City Council (DCC) you will

have signed a Tenancy Agreement. As part of this

Agreement, you have agreed to pay weekly rent

(charge) on your house/bay. A differential rent scheme

applies to all tenancies and rent is calculated based

on the total income of the household. It is your

responsibility to pay your rent and any other charges

when they are due. It is imperative that you inform

Dublin City Council of any changes to your income

immediately as this impacts on how much rent you

are charged.

Weekly rent can be paid in the following ways:

➤ Rent Cards – All tenants have been issued with

rent cards and these cards can be used to pay rent

using the following methods:

1. Post Office: Tenants can use their rent card in

the Post Office to pay rent. The card is swiped

and cash payment can be made.

88

2. Dublin City Council Head Office: Show your

rent card and rent payments can be made in our

Cash Office located in the main Civic Offices,

Wood Quay, Dublin 8.

3. Shops: Find a shop that displays the ‘Paypoint’

& ‘Payzone’ symbols and use your rent card to

pay rent.

➤ Household Budget Scheme (HBS) – Tenants can

set up a HB account where rent is automatically

deducted from their Social Welfare payments every

week. All persons with permission to reside can

avail of this service.

99

➤ Direct Debit: All tenants who have a Current

Account in a Bank can have a Direct Debit set up

and rent is deducted automatically every week.

➤ Wages: Any tenant who works for Dublin City

Council can have their rent deducted automatically

from their wages each week.

➤ Laser and Credit Card: Rent can be paid by Laser

and Credit Cards. Tenants can contact the Cash

Office in Dublin City Council on (01) 222 2222,

quote their Account Number and authorise the

amount to be paid. A receipt will follow once the

payment goes through.

2. Rent Cards

In the event that a rent card is faulty or is lost,

tenants should contact (01) 222 5290 to request

a replacement card. All tenants should be in

possession of a rent card.

1010

3. Problems with your Rent

The Traveller Accommodation Unit is aware that

sometimes unforeseen circumstances can prevent

you from keeping your rent payments up to date. It

is important to remember that we are here to help.

Arrangements can be made to clear rent arrears by

paying more than your weekly rent each week. Once

you make an arrangement and keep to it, your arrears

will reduce. We will be satisfied that you are clearing

your arrears, even if it takes a while to clear them

completely. So if you have a problem that you wish to

discuss, please contact the Traveller Accommodation

Unit on (01) 222 5290.

4. Maintenance and Repairs

Dublin City Council is responsible for the general

wear and tear of houses/bays. Where a repair is

necessary due to fair wear/tear, DCC will ensure that

this is completed in a reasonable timeframe.

However, no routine repairs will be done to a house/bay:

➔ if a tenant is in arrears on their rent of over

6 weeks, ie. Your weekly rent figure x 6 weeks.

11

➔ if the damage is caused maliciously or on

purpose.

➔ if it does not represent fair wear/tear.

➔ if it is to ‘make good’ or fix any work carried out

by the tenant or their contractor.

This booklet will inform you as tenants what repairs

Dublin City Council carries out and who to contact

when repairs need to be done. It also informs you

what your responsibilities are as a tenant.

5. Procedure for Repairs

➔ Telephone repairs line (01) 222 5290.

➔ Your account will be checked. If your account is

in good standing, your repair will be processed.

➔ You will be given a unique reference number for

your repair.

➔ The repair will be sent to the contractor.

➔ If your call is not answered, leave a message

with your details/telephone number. Messages

are regularly checked.

12

6. Types of Repairs

There are two types of repairs, Emergency repairs

and Routine repairs. Dublin City Council aims to

respond to Emergency repairs within 24 hours and

Routine repairs within 3-5 Working Days.

Type Timescale for Response

Emergency Repairs Within 24 Hours

Routine Repairs 3-5 Working Days

Repairs are deemed as Emergencies where:

A. There is a possible danger to human life.

B. When there is potential to seriously impact on

the structural integrity/fabric of the House/Bay.

The following are some examples of emergency

repairs:

➔ Major electrical failure

➔ Sparking electricity

➔ Smoking fuse boards

➔ Faulty sockets

➔ Major water/plumbing leaks

➔ Serious roof/tile damage

13

➔ Any problems associated with gas

➔ Anything with the potential to seriously affect the structural integrity or fabric of the unit

➔ Anything that could cause a serious risk to the Health & Safety

of the tenant

The following are some examples of

Routine repairs:

➔ Heating/radiators not working

➔ Minor water leaks

➔ Lights not working

➔ Replacement of toilet cisterns if cracked through fair wear and tear

➔ Replacement of fire cheeks

As a TENANT you are RESPONSIBLE FOR:

Internal Repairs

➔ Filling plaster cracks

➔ Repairing and replacing cupboards, wardrobes, kitchen units and their doors, hinges, handles, locks, catches and drawers

➔ Repairing, replacing and fitting wall and floor tiles and floor coverings

14

➔ Damage caused by the tenant, members of the household, or visitors

➔ Carrying out repairs due to condensation

➔ All internal decoration

Electrical Repairs

➔ Repairing and replacing ceiling roses, lamp holders and plugs of any appliances

➔ Replacing fuses, except for the mains fuse

➔ For any further electrical repairs/works that the tenant decides to carry out themselves, they must ensure that this is carried out by a qualified and competent electrical contractor

➔ As a tenant, you are responsible for any defective

work carried out by a contractor that you employ

Doors and Windows

➔ Repairing window stays , catches and restrictors

➔ Draught proofing doors and windows

➔ Repairing and replacing external and internal locks and handles, except for fair wear and tear

➔ Replacing broken glass in windows and doors

➔ Replacement Keys

15

External Repairs

➔ Keeping gardens and hedges tidy

➔ Repairing or replacing fences, gates and garden boundary walls, whether erected by the tenant or the Council

➔ Cleaning silt, leaves and other deposits from gutters and down pipes

➔ Provision and maintenance of gates

➔ Outside taps and lights

➔ Keeping houses/bays maintained in a tidy condition both inside and out

➔ Garden Sheds

Cooking & Heating Appliances and Showers

➔ Repairing or replacing all cooking, heating and

shower appliances installed by the tenant

Plumbing Repairs

➔ Repairing/replacing waste pipes inside the home

➔ Cleaning gully traps

➔ Clearing airlocks and obstructions in water pipes

➔ Shower Curtains

16

➔ Repairing/replacing taps on sink units or wash hand basins, including leaking or dripping taps

➔ Repairing/replacing toilet bowls, baths, sinks and wash hand basins except when cracked or leaking due to fair wear and tear

➔ Repairing/replacing toilet cisterns and covers, except if leaking due to fair wear and tear

➔ Repairing/replacing seats, chains, handles, washers

and stoppers for toilets and sinks

➔ Appropriate use & care of fire hoses

where supplied by the City Council

Dublin City Council is RESPONSIBLE

FOR:

Structural Repairs

➔ Structural repairs to walls and ceilings

➔ Structural damage caused by fire

External Repairs

➔ Communal Areas

➔ Lighting in communal areas

17

Electrical Repairs

➔ Electrical wirings and electrical fittings provided by DCC

➔ Repairs to sockets

➔ Repairs to light switches

Plumbing Repairs

➔ Water storage tanks

➔ Stopcocks

➔ Boilers and hot water cylinders

➔ Burst Pipes

Doors, Windows & Floors

➔ Doors, windows and floors which are defective due to normal wear/tear will be repaired. HOWEVER, as specified earlier, any panes of glass which are broken will not be replaced as this is the tenant’s responsibility under their

Tenancy Agreement.

Central Heating Systems

➔ Replacement of fire cheeks

➔ Replacement of defective fireplaces

➔ Service and repair of gas central heating (card meters are the responsibility of Bord Gais)

18

7. Frequently Asked Questions

How do I request repairs to my home?

➔ Telephone repairs line (01) 222 5290.

➔ Your account will be checked. If your account is

in good standing, your repair will be processed.

➔ You will be given a unique reference number for

your repair.

➔ The repair will be sent to the contractor.

➔ If your call is not answered, leave a message with

your details/telephone number. Messages are

regularly checked.

Please note that the care-takers and supervisors

are not responsible for the taking of repairs.

What if my house is damp?

All properties need to be ventilated to avoid damp.

This includes opening windows and doors regularly,

not drying clothes on radiators, keeping bathroom

doors closed and not having heat constantly running.

If all of these factors are complied with and there is still

a damp issue, we will then investigate.

19

Are properties repaired before a new tenant

moves in?

We do all we can to make a house or bay liveable

before a new tenant moves in. However, if it is an old

house, we cannot renovate it to an ‘as new’ state.

Will Dublin City Council carry out any repairs that

I want?

No. We will only carry out necessary structural repairs

to your home/bay and then only if your rent is up to

date. You are responsible for arranging and paying for

all other repairs. (See list of Tenant’s Responsibilities).

What if I am not there when the repair team calls out?

The repair team are given your contact details and will

phone you if you are not there when they call out.

What happens if I need repairs carried out but am

behind in my rent?

We will only carry out repairs when you start paying

the arrears and clearing your rent account.

Who carries out repairs caused by malicious damage?

The tenant is responsible for repairs arising from all

deliberate or malicious damage to Dublin City Council

property, no matter who causes it. We will not carry

out these repairs. All malicious damage should be

reported to the Gardai.

20

Can I make alterations to my house/bay?

You must get the agreement of the Traveller

Accommodation Unit before starting any home

improvements, alterations or additions to your home/

bay. We are usually happy to agree but we must assess

them first. You may also need planning permission

for certain works. In any event, all alterations and

improvements are to be carried out by a competent

contractor with knowledge of relevant regulations and

building standards applicable to the job.

All such additions/alterations become the property of

Dublin City Council and they cannot be removed when

the tenant is leaving, nor will compensation be paid.

Does anyone from Dublin City Council inspect my

house/bay?

From time to time, we may inspect your house/bay.

You must give authorised agents and workers from

DCC reasonable access to inspect your house/bay and

carry out necessary works.

What does Dublin City Council do about vacant

houses and bays?

Vacant houses or bays can become a target for

antisocial behaviour. If there is a vacant property in

your estate/site, please don’t assume we know about

it. Contact the Traveller Accommodation Unit on

21

(01) 222 5290 if you think a house or bay is empty. The

sooner we find out about vacant properties, the sooner

we can arrange to have it re-let. Also, if you see people

interfering with a house or bay that you know is vacant,

please let us know as soon as possible to avoid any

damage or possible danger.

How do I apply for a Traveller Specific House/Bay?

Applications are available from the Traveller

Accommodation Unit or in most Area Offices. The

application must include:

➔ Copies of birth certificates for all applicants

➔ Photo I.D.

➔ Income payslips/Social Welfare Information

➔ Stamped Tax Form

How do I apply to reside in a Traveller Specific

House/Bay?

Applications are available from the Traveller

Accommodation Unit. The official tenant must

accompany the applicant to the TAU in order to

complete the application form in the presence of a

staff member. The application must include:

➔ Copies of birth certificates for all applicants

➔ Photo I.D.

22

➔ Income payslips/Social Welfare Information

➔ Stamped Tax Form

Applicants must sign up to the Household Budget

Scheme where possible.

What happens if I lose my rent card?

In the event that a rent card is lost or faulty, tenants

should contact (01) 222 5290 to request a replacement

card.

How is the amount of rent I have to pay calculated?

All Traveller Tenants are now on a Differential Rent

Scheme where rents will be based on the total income

of your household.

Who is eligible to pay rent through the Household

Budget Scheme?

Tenants who collect their social welfare payments with

a card are eligible to apply for the Household Budget

Scheme (HBS). Tenants can obtain an application form

from the Traveller Accommodation Unit (TAU) or in their

local post office. Multiple HBS accounts can be set

up within a household. The amount of the payment

can be increased/decreased at any stage should any

arrears issues arise.

23

Although most welfare categories are eligible for

deduction from a tenant’s Social Welfare Payment,

tenants should note that the following payments are

not eligible for HBS:

➔ Old Age Pension (Contributory)

➔ Blind Pension

➔ Disability Benefit (Only Short-Term Payment)

➔ Carers Allowance

Who is responsible for the removal of non-domestic

waste?

In the event that a tenant wishes to have an item of

non-domestic waste removed, an upfront charge of

€300 will apply. For further information, please phone

(01) 222 5290. Failure to pay this charge will result in

the charge being added to your rent account.

24

8. Useful Contacts

Dublin City Council Housing & Residential Services

Traveller Accommodation Unit (01) 222 5290

Housing Welfare (Social Work Unit) (01) 222 2233

Other Council Services

Payment of Rent (Laser/Credit Card) (01) 222 2222

Emergency Numbers

Gardai/Fire Brigade/Ambulance 112

Bord Gais 1850 20 5050

Homeless Agency (01) 703 6100

25

Garda Stations

– Ballymun (01) 666 4400

– Finglas (01) 666 7500

– Coolock (01) 666 4200

– Clondalkin (01) 666 7600

– Ballyfermot (01) 666 7200

– Pearse Street (01) 666 9000

Freephone Numbers

Childline 1800 666 666

Rape Crisis Centre 1800 77 88 88

Garda Confidential 1800 66 61 11

Samaritans 1850 60 90 90

Women’s Aid Helpline 1800 341 900

Other Useful Numbers

National Traveller MABS 1890 283 438

PU

BLI

SH

ED

JU

LY 2

012