YOUR HANDBOOK

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01

YOUR HOUSING ASSOCIATION

Our services are not aimed exclusively at Chinese and South East Asian community members. We believe that everyone has the right to be treated equally, with respect and to feel safe and secure in their own home and neighbourhood.

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Welcome to your new home with Pine Court Housing Association (PCHA). This handbook is designed to help you manage your tenancy and understand your tenancy agreement.

We are a registered social landlord providing good quality affordable homes. We are a not-for-profit organisation. We own and manage over 450 homes in Liverpool and the Wirral.

Registered in 1986, we were originally established to provide quality homes and housing services for those in need, with a specific focus on the Chinese and South East Asian communities. Prior to our formation, there was a notable absence of Chinese and South East Asian residents living in social housing in Merseyside. We now have homes in Liverpool and Wirral and provide bi-lingual services which enable Chinese speakers to access the full range of services and facilities available to the wider community.

Everyone has a right to make use of the opportunities offered by our organisation and to use all parts of our service. We will promote equality and diversity through the provision of our services and employment, and we will not tolerate discrimination.

We are part of the Sovini Group which was formed in December 2011, with a view to bringing together like-minded organisations that can work in partnership to support each other, achieve better value, better quality of service and more importantly, exceed the expectations of their customers.

01YOUR HOUSINGASSOCIATION

YOUR HOUSINGASSOCIATION

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We are governed by the Homes and Communities Agency (HCA), who regulate Housing Associations in England. They set the standard we work to as well as the way we work. The main focus of the HCA is on how the Board of Management operates, making sure our finances are well planned and that we provide value for money.

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Our vision, mission and values

Our vision

Inclusive and diverse communities

Our mission

• Providing homes and not just a place to live

• Challenging social, economic and cultural barriers

• Nurturing talented people, to achieve success

• Working with partners to deliver more

Our values

Our values were designed by our staff and our Board and inform the way that we behave and do business, they are:

• Heritage - we’re proud of our roots

• Compassion - we care about our customers

• Conviction - we believe in what we do

• Wisdom - we move with the times

• Strength - we’re here to stay

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02YOUR TENANCY

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YOUR TENANCY

Your rights

As a tenant you have certain legal rights, which are listed below. If you would like these explained further or wish to take up one of these rights please contact your Housing Officer.

Your tenancy agreement is a legally binding document which lays out, in detail, the rights and responsibilities of you as a tenant and us as your landlord.

Both tenant and landlord must abide by the terms of the tenancy agreement. From time to time we may write to you about your tenancy or any new legislation which might affect you. The terms of your tenancy agreement can only be altered by agreement. This does not apply to rent or service charge reviews or changes in the law.

If you have any questions about your tenancy agreement, please contact your Housing Officer.

Right to manage

Housing Association tenants have the ‘Right to manage’ and take over the management of their homes by setting up a Tenant Management Organisation.

• Security of tenure

•Right to succession

•Right to exchange

•Right to take in lodgers and sub-tenants

•Right to compensation for improvements and repairs

•Right to information about our allocations and transfer policies

•Right to consultation

•Right to inspect personal information held by us

•Right to acquire (in certain cases)

•Right to information about our performance

We will work closely with any Resident Group wishing to manage services for their homes, and will provide support and guidance to ensure understanding of the options open to them and the implications involved in the self-management of services.

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03MONEY MATTERS

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MONEYMATTERSHelping you to manage your finances.

Rent

Your rent and any other charges due must be paid in advance in line with your tenancy agreement. All our rents are based on a fixed formula set by the Government.

This takes into account property valuation, local earnings and the size of the property. In some cases rent may include a service charge to cover things like lift maintenance or communal cleaning.

You can pay your rent by standing order from your bank or by using a rent card and paying at the Post Office. For a standing order form or a rent card please contact our office.

If you would like to make a claim for Housing Benefit, or would like an update on your rent account, please contact your Housing Officer for help and advice.

The introduction of Universal Credit means that all but the most vulnerable of tenants will have to pay their rent themselves. Universal Credit will be a single monthly payment into a bank account which replaces all previous benefits your household received including Housing Benefit.

We recommend that you set up a standing order from your bank account to ensure that the rent is paid. If you do not understand any letters from the benefit department or are unsure of how much to pay and when please contact your Housing Officer.

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Service charges

In some properties tenants also pay a service charge. Service charges are based on the estimated cost of providing certain services in the following year. The charge is calculated and updated every April. Each year you will receive a breakdown of what the charge covers.

If you live in a sheltered scheme then your service charge will also cover the cost of employing an Independent Living Officer to provide dedicated housing management during office hours as well as the cost of heating, lighting, cleaning and maintaining all shared facilities in the scheme.

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Changes in rent

If you are an assured tenant our rent will be reviewed each year and the new rent will be based on a fixed formula set by the Government. You will be given 28 days notice of any rent increase. When you receive your rent increase letter please inform your bank if you pay by standing order and your local authority if you are in receipt of benefits. You have the right to appeal your rent increase through The Rent Assessment Committee. Information on how to appeal will be included with your rent increase letter.

If you are a secure tenant an independent Rent Officer will set your rent based on several criteria relating to your home. You will also be given 28 days notice of any rent increase and have the right to appeal any increase by making a representation to the Rent Officer. Information on how to contact them will be included in the rent increase letter they send you.

Arrears

If you are having difficulty paying your rent or there is a problem with your Housing Benefit claim please contact your Housing Officer immediately.

If you already have rent arrears then we will make an arrangement with you to repay the debt by affordable installments. If you do not respond to letters or attend appointments about your arrears or fail to keep to your arrangement you have made then we may serve you with a Notice of Seeking Possession (NSP).

An NSP is the first stage in taking legal action against you that could result in you losing your home. Once you have been served with the NSP you have 28 days to make an arrangement and begin making payments. After 28 days we have the right to apply to court for a hearing and a court order. We will not do this if you have maintained any agreement you may have made to reduce your arrears.

An immediate possession order

The court will issue a date on which you must give up your home. If you do not leave we can apply for a warrant of eviction to bring your tenancy to an end.

If you do not follow the court’s instructions, not only could you lose your home but you could get a County Court Judgment (CCJ) or High Court judgment made against you. This will stay on the Register of Judgments, Orders and Fines for six years. Banks and loan companies use this information to decide whether to give you credit or loans.

If we apply for a court order against you please seek advice. You can speak to your Housing Officer, The Citizens Advice Bureau, a solicitor or any other agency who can explain your rights, provide support and instruct you on what to do next.

Please keep receipts and bank statements for all payments you make to your rent account.

If you are having difficulty paying your rent you should contact your Housing Officer immediately to discuss your problem.

Housing Officers offer welfare benefits advice, basic budgeting advice and signposting to specialist financial advice and services.

Your Housing Officer can help:

•Calculate the changes to your benefits

• Find out what benefits you’re entitled to

•Apply for a discretionary housing payment (DHP) from the council

•Provide debt and budgeting advice

•Discuss how to reduce your household bills

A court can award different types of order. Examples are given below:

An order for costs

If your arrears have been cleared after an application has been made to court we may still seek an order for the costs we incur in applying to court.

A suspended possession order

The court will order you to repay your debt and the costs incurred by us at a set rate in addition to your weekly rent. The order will be in place until you have repaid the debt and court costs in full. If you fail to keep to the terms of the order we can apply for a Warrant of Eviction which will set a date on which your tenancy will end.

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04LOOKING AFTER YOUR HOME

LOOKING AFTER YOUR HOME

Right to compensation for improvements

As a tenant you have the right to make improvements to your home. However you must have written permission from us before starting any work. We require a written explanation of the work you intend to do including drawings and details of the material to be used. If necessary you will also need to demonstrate you have the correct planning permission and building consent. You will need to use contractors who have adequate insurance.Any work to gas appliances must be carried out by a Gas safe registered engineer. We will not take responsibility for any work that does not meet with legislation.

Keeping your home in good condition.

At the end of your tenancy you may be able to apply for compensation for any improvements you have made. You will not be able to apply if you do not have written permission for the work or if you have been subject to possession proceedings.

Communal areas

Communal areas including stairwells, hallways and gardens are the responsibility of all residents who have access to them. Personal items such as prams, household waste or furniture should not be stored in shared areas. If they are removed we will not be able to compensate you for your loss.

Animals

If you wish to keep a pet of any kind you must seek written permission from us. Any pet in your household must be kept under control at all times and must not be a nuisance to other households.

Internal decoration

You are responsible for decorating the interior of your home and keeping it in a good clean condition. If you are given decoration vouchers when you move in please use these to bring your property up to a good decorative standard.

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LOOKING AFTER YOUR HOME

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Condensation and damp

Condensation is caused when warm air meets a cold surface, such as windows or walls, and forms droplets of water. Condensation can lead to mould growth and damage to your personal possessions. You can reduce condensation by improving ventilation in your house.

Burst pipes

To avoid burst pipes during cold weather leave the heating on low to heat pipes. It is especially important to do this if you are going away for a period of time. If possible leave your loft door or hatch open on cold days to give heated air a chance to circulate in the loft, warming pipes or tanks.

Bleeding radiators

Radiators need bleeding when the top section will remain a lot cooler than the bottom section. It is the tenant’s responsibility to do this. To bleed a radiator you will need a radiator key and a piece of cloth to catch any drips. Fit the bleed key into the valve and turn it in an anti-clockwise direction for about half a turn.

Once the valve is open you should hear the hiss of air being released. Continue to release the air until water begins to drip from the bleed valve and then close the valve by turning it half a turn in a clockwise direction. It is important not to over tighten the valve.

Gardens and yards

It is your responsibility to maintain your garden or yard. Do not allow the area to become overgrown or untidy. If your property includes an area shared amongst a number of tenants you do not have to maintain it but you are expected to keep it clean and tidy.

As with any alterations you must get our permission before making additions such as patios or greenhouses to your garden. You will also need written permission to plant trees. You do not need permission to put in your own plants and shrubs, although we recommend researching whether a plant is suitable.

If you have new windows and doors fitted in your home you will need to make more effort to let air circulate and prevent condensation.

Damp is caused by water entering your home through the roof, walls, windows or floor. Please contact us immediately if this is the case.

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Prevent damp by:

•Opening windows to increase air circulation around your home

•Make sure that air bricks are not blocked or covered up

•Use extractor fans when cooking or showering, or open the window and shut the door.

•Do not dry clothes over radiators

• Leave a gap between walls and furniture

•Use central heating rather than a gas fire

•Regularly wiping of walls with condensation

Disposing of rubbish

Whether you have your own wheelie bin or a large communal bin you must make sure that your rubbish is bagged and placed in the bin. Do not leave bags by the bins, in communal areas or in corridors. Anything outside the bin will not be removed by the local authority.

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If you need to get rid of a large item of furniture please contact the relevant numbers below and arrange a collection date:

Liverpool City Council Bulky Bobs 0151 233 3001

Wirral Borough Council ERIC Collections 0151 606 2004

Don’t put the furniture outside until the day itself.

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REPAIRS &MAINTENANCE

In some cases we will need to send a Maintenance Inspector to assess what work is required. We will make an initial appointment and arrange a second appointment to complete the necessary work.

Our responsibilities for your home.

Day to day repairs

We aim to provide a fast, effective and reliable repairs and maintenance service to all our tenants. Once you have informed us of the problem we will arrange an appointment for any day to day repairs. The severity of the problem will affect how quickly we can carry out the repair. The priorities are explained below.

Emergency repairs

Two hour response and remedy within 24 hours. Examples include uncontainable leaks, total loss of power or hot water and faulty door entry systems. These repairs present a risk to safety, security or health.

Any other repair

By appointment within 10 working days

To report a repair, contact us using any of the methods at the back of this document.

Gas servicing and fires

If you have gas in your property we have to carry out an annual safety inspection at your home. We will write to you with an appointment before the inspection is due. If you are unable to attend you can reschedule to a more convenient time.

It is a condition of your tenancy that you allow us access to carry out this work. If you do not cooperate we may have to take legal action against you.If you have a gas fire in your home and it needs replacing or it is uneconomical to repair we will remove it and replace it with a radiator if necessary.

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Right to compensation

We recognise that occasionally we will be unable to carry out repairs within the agreed timescale and that this may result in inconvenience, distress or financial loss to our customers. In these circumstances, we will consider making a discretionary offer of compensation. Damage

You are responsible for any damage caused to your property, by yourself or anyone else who is on the premises with your permission. You will be recharged for any damage which costs us money to repair. If damage is caused as a result of a crime and you can provide a crime reference number you will not be charged for the repairs.

Cyclical works

These are works that need to be done every four to five years such as repainting the outside of your home. We will write to you to inform you when the work will be carried out.

Tenants’ responsibility

Whilst we carry out an extensive repairs service, there are some things that we cannot help you with. We are not able to help you with repairs to any of your possessions including electrical appliances. We cannot replace light bulbs, fuses, tap washers, sink plugs, starter motors on strip lights or carpets.

Rechargeable repairs

If a repair is needed because of damage or misuse by yourself or any family or visitors we will recharge you for the work. It may be more cost effective to hire someone or complete the repair yourself. This includes changing your locks if you have lost your keys. In some cases you will need to make a payment before we carry out the work.

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06INDEPENDENT LIVING

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INDEPENDENT LIVING

We provide housing for individuals who require assistance to live independently in their homes.

Our dedicated and fully-trained staff will work with you, get to know you and provide you with the right kind of assistance to help you maintain and sustain your tenancy.

Our purpose built scheme in Liverpool, Chung Hok House, is for those aged 60+ (or 55+ plus for those with a disability). It has a communal lounge and garden, and hosts a variety of regular social activities. All Independent Living Service residents will have access to our 24 hour Telecare Service.

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INDEPENDENT LIVING

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07MOVING HOUSE

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MOVINGHOUSE If you decide you wish to move house there are a number of options open to you.

Transfer

You can apply to us for a transfer to another of our properties. Transfer forms are available from the office. We will assess your circumstances, looking at things such as under occupation or overcrowding, health problems affected by your housing or if you are the victim of harassment. Once you have been assessed and points awarded you will be placed on the waiting list.

Property Pool Plus

Property Pool Plus is a choice based lettings service that is used in Liverpool, Knowsley, Sefton, Wirral and Halton. It allows applicants to see what vacant properties are available and make a bid for a property which suits their needs.

You can apply for Property Pool Plus online at www.propertypoolplus.org.uk or by picking up an application form from a One Stop Shop. Once you have joined and been accepted you can log on to Property Pool Plus and choose which property you are interested in, based on your housing needs and priority.

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MOVING HOUSE

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Owning your own home

There are a number of routes for Housing Association tenants to become homeowners:

Help to buy

Help to Buy is the term given to the different ways you can get on the property ladder with government assistance. The Help to Buy schemes are aimed at those who cannot afford to buy a property on the open market without some help. To find out more visit www.homeshub.co.uk

Right to acquire

Right to acquire allows most housing association tenants to buy their home at a discount. You can apply to buy your home if you’ve had a public sector landlord for five years. This can be a number of landlords, you don’t have to have been with us the whole time. Your property must either have been built, bought or transferred to us after 1st April 1997 and meet qualifying conditions.

You can make a joint application with someone who is already named on your tenancy or up to three family members who’ve lived with you for the past 12 months. You cannot use right to acquire if you’re being made bankrupt or a possession order has been awarded by the courts.

Ending your tenancy

You must provide four weeks’ notice, in writing, when you wish to end your tenancy. You will continue to be responsible for the rent for this period of time.

You must return your keys to our office within the four week notice period, or we will continue to charge rent until the keys are returned. You should leave the property clean and clear of any rubbish or belongings. We will recharge you for any damage or the cost of removing items from the property.

Mutual exchange

As our tenant you have the right to exchange your property with another social housing tenant. You can find someone to exchange with by registering for free at www.homeswapper.co.uk

This is a national service which will match you up with people in the areas you are looking for with properties that suit your needs.

Once you have found someone to exchange with you will need to complete an exchange form which you can request from the office. When we receive the form back from you we have six weeks to organise the exchange or let you know it has been refused.

You may not move house until you have received written permission from us and all the paperwork has been completed. If you move before this date you will become illegal occupants and will be evicted. When you exchange you take on the other household’s tenancy agreement. There may be legal implications to this and they will be explained to you at the time of the exchange.

You will not be allowed to move if any of the following apply to your household or the household you want to exchange with:

•A possession order or suspended possession order has been awarded by the courts

•A Notice Seeking Possession in the last 12 months is in place

•Action has been taken against any member of the household for anti-social behaviour

•The property would be under occupied or over crowded as a result of the move

•Adaptations have been made to the property which would not be required by the household moving in

•The people you want to exchange with don’t meet the criteria for the property i.e. they are not old enough

Do not pass your tenancy on to any person without informing our Housing Officer. If you do not inform us and allow us to complete the necessary paperwork, the tenancy ceases to be legal and we will be forced to remove the occupant. You will not be able to return to your home.

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08NUISANCE &HARASSMENT

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NUISANCE &HARASSMENT

Others may take longer and involve mediation, or formal action such as possession proceedings or anti-social behaviour orders. We will support you through the process and keep you regularly updated on the action that is being taken.

Hate crime

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You can reasonably expect to live without disturbance in your neighbourhood. Unfortunately problems may occur from time to time.

If you are the victim of nuisance or harassment in your home or neighbourhood you should contact your Housing Officer and we will work with you to resolve the matter. Nuisance can take many forms and can be caused by your neighbours, visitors or people coming in to the area.

Depending on the nature of the problem you may be asked to keep a diary of what is happening, containing as much detail as possible. If you need any repairs carried out we will arrange for these at the same time.

We will work with you to take action which you are comfortable with and is appropriate to the circumstances. Some issues can be resolved quickly with letters and face to face meetings.

This can be committed against a person or property. A victim does not have to be a member of the group at which the hostility is targeted. If you feel you are the victim of a hate crime contact your Housing Officer.

Hate crimes are any crimes that are targeted at a person because of hostility or prejudice towards that person’s:

•Disability

•Race or ethnicity

•Religion or belief

• Sexual orientation

•Transgender identity

Any information supplied to us is in confidence and will not be passed to the alleged perpetrator unless you have given your consent. Information may be shared with partner organisations where appropriate and allowed by legislation (specifically the Data Protection Act 1998 and Crime and Disorder Act 1998), or where it is necessary to protect the interests of the public.

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09COMPLIMENTS,COMPLAINTS &SUGGESTIONS

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COMPLIMENTS,COMPLAINTS &SUGGESTIONS

How to make a complaint

Stage one

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We know how important it is that we do things right for our tenants, which is why we welcome compliments, complaints and suggestions. We use this feedback to help continually improve our services and meet our tenants’ needs.

Compliments

If you feel you want to make a positive comment about an individual, team or service, we will treat this as a compliment. We welcome all compliments, as these help us to identify where we are performing well and share this good practice with other parts of our organisation.

Complaints

While we try to make sure that we do everything right first time, sometimes we get things wrong and you may want to make a complaint. Although we try to ensure that our customers don’t feel that they need to make a complaint, we welcome them as they give us an opportunity to improve our services. Your feedback will help us do things better next time.

We would recommend that you talk to us first by contacting the team who dealt with your initial enquiry. They will try to resolve your complaint for you on the spot. If you still feel that you need to, you can make a formal complaint.

If you do not wish to make the complaint yourself, we are happy to deal with someone who will represent you. This may be a local official, family member, or other body such as an advocate. You may need to give us permission if your complaint concerns sensitive information.

You can make an official complaint, in the following ways:

•Call us on 0151 709 6878

•Pass your complaint to a member of staff

• Email us contactus@pinecourt-housing.co.uk

We will acknowledge your complaint within three working days and give you a full response within 10 working days.

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Stage two

If you are unhappy with the outcome of a Stage one complaint, you can then appeal against this decision.

You can do this in the same way that you made your Stage one complaint. We will acknowledge in writing within three days, and aim to respond fully within 10 working days.

Stage three

If you are unhappy with the outcome of a Stage two complaint, you can then appeal against this decision.

Your appeal will be heard by a more senior member of our staff as well as a representative from our Board and an independent panel member.

You will have the opportunity to present your case to the panel face to face or in writing, telling them why you’re not happy. You may bring another person with you, or have them speak for you.

The panel will then decide whether your complaint has been dealt with properly or not. They will then contact you to explain their decision and inform you of the outcome.

Stage four

If you’re still dissatisfied you must either wait eight weeks before contacting the Housing Ombudsman, or contact a ‘designated person’ who may refer you sooner.

Suggestions

This is a comment about how we can improve our services. There is a £30 gift voucher prize for any suggestion we take up and we will report the types of suggestions we receive and what we are doing as a result on our website. We value your feedback as an opportunity to improve the quality of our service.

Our contact information is detailed at the end of this document.

A ‘designated person’ can be:

•A local councillor (must be a councillor for the local area)

•Any member of the House of Commons (MP)

•A registered Tenant Panel, which is recognised by the Housing Ombudsman

The ‘designated person’ will independently review your complaint and may make recommendations to resolve the issue. They can then refer the complaint to the Housing Ombudsman if they feel that they are not able to assist.Please be aware though that the Housing Ombudsman will not consider a complaint unless you have gone through all the stages of the complaints procedure with us.

Independent Housing Ombudsman Service81 Aldwych, London, WC2B 4HN

Telephone: 0845 712 5973Minicom: 020 7404 7092 Fax: 020 7831 1942 Email: info@housingombudsman.org.ukWebsite: www.housing-ombudsman.org.uk

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Medium level involvement

This involves a moderate amount of time and provides a medium level of influence.

Tenants and Residents Associations (TRAs) - Monthly

We have one TRA at present which represents tenants and residents in a specific road or area. They are run by a committee and are democratically elected by its members.

Low level involvement

Come along to local meetings or events. We often run information days and events. So look out for invites through your door, posters, adverts in our magazine, Insight and the local press.

Take part in a walkabout

These are organised by your local office and take place regularly in each area to highlight issues and agree solutions.

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We are committed to encouraging our tenants to get involved and play their part in shaping the services we provide. You can get involved as little or as much as you like to suit the amount of time you may have available.

High level involvement

This involves the most time but offers the highest level of influence.

Board membership Several hours per month

Setting the strategic direction of the organisation.

Customer Empowerment Panel - 2-3 hours per month

We have a panel of tenants that review your services, policies, procedures and performance information. The Customer Empowerment Panel looks in detail at particular areas of our business e.g. ASB, Lettings and Income. Group members will help us shape, influence and improve the services we deliver. The Customer Empowerment Panel will meet monthly to discuss performance figures and explain their targets.

Hot topic groups

Burning issues - if there is an issue in your neighbourhood that we need to know about then gather a few neighbours together and we will come and visit to try and work through your issues and give you a voice.

Your feedback

The simplest way to get involved is to provide your views. You can do this in a number of ways including complaints, compliments and suggestions.

A simple phone call, letter, email or conversation with one of our staff to tell us what we’re doing well or what we could do better can really make a difference.

If you are interested in getting involved, please let us know.

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How to contact us

Pine Court Housing AssociationAddress: 1 Nelson Street, Liverpool, L1 5DW

Our office is open: Monday to Friday 9:30am to 4:30pm (Closed for lunch 12:30pm to 1:30pm)

www.pinecourt-housing.org.uk

Telephone: 0151 709 6878 Our phone lines are open: Monday to Friday - 9am to 5:00pm (Closed for lunch 12:30pm to 1:30pm)

Email: contactus@pinecourt-housing.co.uk

Out of hours emergency repairs service: 0151 709 6878

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If you need help understanding the information in this document, or you would find it easier to access in large print, Braille or audio, please contact us on 0151 709 6878.

Chinese如果閣下需要幫助了解本文件中的資料，或閣下想索取大字體,盲文或音帶, 詳情請致電 0151 709 6878 向我們查詢。

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