Residents’ handbook
moat
Welcome to Moat
This handbook provides information that will help you enjoy living in your
home and neighbourhood. It outlines Moat's services, your rights and
responsibilities under your tenancy and some useful hints and tips.The
handbook is a reference book you can turn to when you need information.
It is a guide only and is not legally binding. If you require additional advice or
information, please contact our customer service centre.Telephone numbers
and email details are included in section one.
If you have difficulty understanding any information in this handbook please
ask for help. We will arrange for an interpreter to be made available or for
information to be translated where needed.The handbook can also be
provided in large print, audio cassette, Braille or in electronic format (pdf) on
request.
Moat is a member of Language Line.This is a 24 hour telephone interpreting
service. If English is not your first language and you would like to speak to us
in another language, contact us on 0845 600 1006 and we will get an
interpreter on line within minutes to help respond to your query.
We would like to thank the residents who helped in the production of this
handbook. If you would like to contribute to the next edition, please contact
us and we will note your interest.
SECTION 1
Introduction to Moat
How to contact us 1-1
About Moat 1-2
Our customer service
vision 1-3
Our approach to equality
and diversity 1-4
Housing support services 1-5 Tenancy support services 1-6 Continuous improvement 1-7
Service standards 1-8
SECTION 2
Your tenancy
Types of tenancy 2-1
Buying your home 2-2
What happens if there is a death in the household? 2-3 Transferring your tenancy 2-4 Lodgers and sub-letting 2-4
Moving home 2-4 Mutual exchange 2-5 Moving out 2-6 Eviction 2-8 HomeBuy 2-8 SECTION 3
Repairing your home
Contacting our repairs 3-2 serviceMoat's duties and repair
responsibilities 3-3
Residents' duties and
responsibilities 3-5
Repair priorities and
timescales 3-8
Access and appointments 3-14
Rechargeable repairs 3-16
Repairs to new homes -
defects 3-18 Discretionary repairs 3-19 You and our contractors 3-20
Be safe and secure 3-22
Dealing with emergencies 3-23
Condensation 3-25
Asbestos 3-26
Gas servicing and annual
safety check 3-27
What if we get it wrong
on repairs? 3-27
Your improvements and
alterations 3-30
The lettable home standard - information
for new residents 3-32
Rechargeable repairs for empty properties - information for residents
moving out 3-36
SECTION 4
Money matters
Paying rent 4-1
How rents and service
charges are set 4-1
Payment methods 4-2
What will happen if I can't
pay my rent? 4-4
Help with welfare benefits 4-5
Energy saving tips 4-6
SECTION 5
Living in your home
Gas and electricity 5-1
Water 5-1
Council tax 5-1
Heating and hot water 5-1
Insurance 5-2 Keys 5-2 Household refuse 5-2 Gardens 5-3 Parking 5-3 Abandoned vehicles 5-4 Pets 5-4
Rats, mice and other pests 5-4 Aerials and satellite dishes 5-5
Anti-social behaviour 5-5 Moving home 5-6 SECTION 6
Getting involved
Getting involved - an invitation to residents 6-1Keeping you informed 6-1
Asking for your views 6-2
Board membership 6-2
Getting involved together 6-3
Your neighbourhood 6-5
SECTION 7
Further information
Keeping informationabout you - confidentiality 7-1
Our complaints policy 7-2
Anti-social behaviour and
nuisance complaints 7-5
Introduction
to Moat
SECTION 1
Introduction to Moat
How to contact us
Our customer service centre provides a telephone and email response service to all Moat residents.
We aim to respond to your enquiries efficiently, with a service that is easy and quick for you to use.We are available between 9am and 5pm Monday to Friday.
Our customer service centre works closely with your neighbourhood officers and can deal with many of your queries on their behalf.
Customer service centre: 0845 600 1006
(Calls charged at up to 4p per minute from a standard BT landline.
Mobile and other network costs may vary). By post: FREEPOST RRCB-HHJS-LXXR Moat Dartford DA2 6QE Web: www.moat.co.uk Email: [email protected] Emergency repairs
Outside the hours of 9am to 5pm please telephone our customer service centre and wait to be redirected to our out of hours service. Non-emergencies should be notified to us during office hours.
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1-1Housing support services
For all enquiries relating to our housing support services, please call our customer service centre on 0845 600 1006.
Low cost home ownership/HomeBuy
HomeBuy is a government-led scheme which enables people to purchase or rent their own home on an affordable basis. Details of options available through this programme are on our web site: www.moat.co.uk and within this handbook (on page number 2-8). Alternatively, for new enquiries, call our HomeBuy services team on 0845 359 6161.
Home ownership services for existing shared ownership residents If you are an existing shared ownership resident, or a resident wishing to enquire about Right to Buy or Right to Acquire, please call our HomeBuy services team on 0845 359 6161.
Internet
We offer a range of online services available to you 24 hours a day, seven days a week at www.moat.co.uk. Options include a facility to pay your rent online or to report a repair. We are expanding our online services and are always pleased to receive feedback from residents. Please use the 'contact us' feature at www.moat.co.uk to share your views with us.
About Moat
Moat is a leading housing association operating in the south east, providing high quality, affordable homes and services, including support services to people who need assistance to live independently.
• We involve our residents and provide high standards of service
• We strive to make a positive difference to the neighbourhoods where we operate
• We own and manage over 20,000 homes, including 1,400 sheltered homes for older people and 400 supported housing schemes
• We develop around 600 new homes a year
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1-2• Moat is the government's appointed agent for HomeBuy in Essex, Kent and Sussex
• We are the leading providers of housing solutions for key workers in the south east of England
• Housing associations like Moat provide affordable housing and services to meet local needs.There are over 1,500 associations in England, owning more than two million homes. We work in partnership with local authorities and others to house people in need and build new homes for rent and shared ownership. We contribute to community regeneration, as well as providing a range of other services
• All registered housing associations, including Moat, are regulated by a government agency, the Tenant Services Authority
• We are governed by a Board of Management, which includes residents.The members have a wide range of professional skills and local knowledge
• Moat Homes Limited is a charitable organisation. Our financial surpluses are re-invested to provide additional affordable homes and services for people in need.
Our customer service vision
We want to be a leading housing association, providing high quality homes and services, including support services to people who need assistance to live independently. We want to:
• involve our residents and provide them with the highest standard of service
• lead the sector in delivering housing solutions for key workers and make a positive difference to the communities where we work. To deliver the vision we will:
• Achieve an ongoing and positive partnership with our residents
• Communicate clearly and transparently our ability to meet resident expectation and always strive to do better
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1-3• Put our residents' needs at the very heart of our service delivery structures
• Be committed to finding solutions to address our residents' needs
• Create an environment where both staff and residents feel positive about being part of Moat.
Implementing the vision - an agenda for change
We are committed to involving residents and staff in all aspects of policy and service development and will seek to enable this to happen across all activities.
Our approach to equality and diversity
• We will make sure our services, facilities and resources are available and useful to all individuals and neighbourhoods
• We will do all we can to make sure we remove all forms of unfair and unjustifiable treatment
• We will not unfairly discriminate, or treat any individual less favourably than others are, or would be, treated on the grounds of race, gender, disability, religion, marital status, nationality, ethnic origin, age, or sexual orientation.
Providing services
• We will provide all of our services sensitively and aim to meet the needs of everyone we deal with
• We will take action to get rid of harassment and anti-social behaviour and will provide support to the victims
• We will make sure all residents have a say in how we design our services
• We will provide homes which reflect the needs of the local neighbourhood and will pay particular attention to where we build new homes and to their design and size.
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1-4Contractors, consultants and suppliers
We will promote equal opportunities by only employing and supporting contractors, consultants, suppliers and partners who:
• Mirror our commitment to equal opportunities
• Value the different and diverse make up of our neighbourhoods. How we are governed
We will encourage people of different backgrounds to become members of boards, committees, residents' associations and working groups and try to make sure these groups reflect the neighbourhoods they serve.
Communication
We will provide accessible information for everyone, in ways that reflect the needs of local neighbourhoods.We will provide translated, Braille and large print versions of printed leaflets or interpreter services to help residents gain information about our services in a form which suits their needs.
Housing support services
Our housing support services team offers a range of high quality homes and support to help more vulnerable people reach their full potential. We have over 15 years experience and expertise in providing homes and support for people with diverse housing needs. Our services include:
• Housing support for people with learning disabilities, physical disabilities and mental health problems
• Extra care housing for older people with additional support needs
• Tenancy support to help people maintain their tenancies
• Short-term accommodation and specialist support for single homeless people.
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1-5Our housing support services team provides a professional service, often working closely with specialist agencies to improve the quality of support available to residents in their homes. We aim to involve residents in decisions affecting how their homes and support packages are developed and managed and we use a variety of methods to achieve this, including a residents' involvement group.
Our sheltered and support schemes and services cover a large geographical area, from Essex to London, East and West Sussex and Kent. We provide these services from our offices in Medway, Sevenoaks, Greenwich and Maldon.
Tenancy support services
Who we helpWe help people who need additional support to maintain their tenancies.This includes single people and families, people with serious and longer term needs and those who simply need a little extra help. The main groups we support are:
• People with learning disabilities
• People with mental health problems
• Physically disabled people
• Homeless people
• People with drug and alcohol abuse problems
• Young people leaving care
• Ex-offenders. How we work
Our tenancy support services are provided free to people who need them.They are not means-tested. We receive government funding through local Supporting People administering authorities (county councils and local authorities) to provide these valuable services. Our services include:
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1-6• Help moving into a new home
• Help with maintaining your home and tenancy
• Help with money advice
• Help with life skills. Help with other matters
Depending on the needs of the individual, we offer access to a range of additional services through other agencies.These could include other care and support services, counselling services, education, health, employment, social and leisure, or religious or cultural agencies. We can help with completing an application for housing, dealing with the police and other agencies, and with most matters relating to the practicalities of day to day living.
Our service does not include care services as these are normally provided by social services teams.
What do I need to do to receive the service?
You should contact the customer service centre on 0845 600 1006 in the first instance.
Continuous improvement
We are developing a culture of continuous improvement and undertaking comprehensive reviews of all our services to residents. We aim to:
• Strengthen the influence of residents in the design and delivery of the services we provide for you
• Make sure that the services we provide are cost effective and of high quality
• Continually review our services to reflect what you want.
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1-7During each review, we examine our services using the following four criteria:
• Challenge - asking fundamental questions about whether we are best placed to be providing the service and whether it is provided in the most effective way.
• Compare- comparing our level and type of service with other housing associations and private companies to seek out best practice.
• Consult- asking you to be involved effectively to influence the way the reviews are conducted.
• Compete - considering whether to tender each service competitively or whether we deliver it ourselves.
Residents' panels have been set up, including residents representing all backgrounds.These groups help to:
• Plan and monitor each service review
• Review recommendations for change
• Make recommendations to our boards on new service standards and the planning and reporting of our performance
• Review performance plans and performance reports.
Service standards
We are committed to providing a quality service to all our residents in a friendly and efficient way. We treat anyone who contacts us fairly. We involve our residents and other agencies in decisions that affect them.To help achieve this, we have developed a set of comprehensive service standards for all our residents and specific service standards for residents in sheltered housing and for those using our welfare benefits service.
To receive a copy of our service standards leaflets, please call our customer service centre on 0845 600 1006 or visit our website: www.moat.co.uk
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1-8Your
tenancy
SECTION 2Your tenancy
When you became a resident you signed a written tenancy agreement and a copy of the agreement was given to you for your records.This sets out the tenancy rights and responsibilities for you and Moat. Your tenancy agreement is a legal document and you should keep it in a safe place to make sure it is available when needed.
Types of tenancy
There are different types of tenancy, each with different rights:
• If your tenancy started before 15 January 1989, it is likely to be a secure tenancy
• If your tenancy started after 15 January 1989, it is likely to be an assured tenancy
• If your tenancy is for a short or fixed period of time, it is likely to be an assured shorthold tenancy.
Most new residents are given a starter tenancy.This usually becomes an assured tenancy on completion of one year's occupation without any tenancy breaches (eg rent arrears or anti-social behaviour).
To confirm which tenancy you hold either check your copy of the tenancy agreement or contact us.
Tenancies in more than one name
If you have a joint tenancy, you are both responsible for all the obligations of the tenancy.This includes paying the rent. If one person moves out, tell us without delay. If both joint tenants agree, you may be able to revert to a sole tenancy in this situation.
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Buying your home
There are various ways for Moat residents to buy the home they live in.
Right to Buy and Right to Acquire To qualify for 'Right to Buy' you must:
• Have held a tenancy with Maldon District Council, but transferred to Moat in 1995 or
• Have held a tenancy with Merton Borough Council, but transferred to Moat in 1998 or
• Have held a tenancy with Moat or a subsidiary prior to 15 January 1989.
You will only be able to purchase under the scheme if your house or flat is your only home.
You may have the 'Right to Acquire' if you were a social housing tenant for two years prior to 18 January 2005, or after five years if your tenancy began after that date. However, you can only purchase your home if it was built or purchased by us after 1 April 1997 and funded by social housing grant.
In certain circumstances, you may not be able to buy your home. You cannot buy your home if a court makes a suspended or full possession order which says you must leave your home, if you are an undischarged bankrupt, have a bankruptcy petition pending against you, or have made a formal arrangement with creditors (people you owe money to) under the Insolvency Acts and you still owe them money.
You may be able to exercise the Right to Buy or Right to Acquire jointly with members of your family who have lived with you for the past 12 months, or with someone who is a joint tenant with you. Any land let together with your home (for example, gardens and occasionally garages) will usually be treated as part of your home.
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Some properties are excluded - for example, homes adapted for people with a physical disability, sheltered accommodation and some housing in rural areas.
Housing association tenants are also given priority for Moat's HomeBuy programme of low cost home ownership. For more information please read the HomeBuy section on page 2-8 of this handbook, visit
www.moat.co.uk (where you can apply for low cost home ownership online) or phone the HomeBuy services team on 0845 359 6161.
What happens when there is a death in the household?
If a resident dies, the tenancy may pass to their partner if they are living together at the time of death. If there is no partner, the tenancy may pass to an adult member of the family, provided the adult has lived with the resident for the year immediately before death. Contact the customer service centre for assistance.Ending a tenancy when a resident dies
If you are handling the ending of a tenancy because of the death of a relative or friend, we appreciate it is a time of great sadness and the tenancy will not feel like your biggest concern. However, if you are responsible for their final arrangements you will need to supply us with the following details:
• The resident's name
• The address of their property
• The date the resident died
• A copy of the death certificate
• Your name, address and telephone number.
If you are the executor or personal representative of the resident you will need to complete an end of tenancy notice and give four weeks notice ending on a Sunday. We will consider shortening this notice if next of kin are able to return the property to us sooner. However, you
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will need to seek agreement from the neighbourhood officer and our Voids and Lettings department.
If the resident was claiming housing benefit to help pay for the rent, this will stop at the end of the week the death occurred. But the full rent for the property will be charged until the tenancy is ended.
Transferring your tenancy
This is the signing over of a tenancy from one named person to another. The new resident takes over the rights and obligations set out in the tenancy agreement, for example as a result of a mutual exchange. This can only be done with Moat's written permission.
Lodgers and sub-letting
You may take in lodgers as long as this does not result in your home becoming overcrowded. A lodger would live as part of your household. If you receive housing benefit, you must inform the housing benefit department at your local authority office.
You may sub-let part of your home or take in lodgers provided that:
• You have Moat's written permission
• You do not sub-let your entire home.
Moving home
If you feel your home is no longer suitable for your needs, there are various ways Moat can help you.
The majority of residents will now be considered for a move through Choice Based Lettings schemes (CBL) that include both local authority and Moat properties. Moat is a partner in many CBL schemes, which
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aim to optimise choice and create balanced communities. We work in partnership with local authorities to ensure Moat residents are given the best possible opportunity for a move to another home that suits their needs.
A few areas are not yet covered by CBL schemes. Where this is the case a Moat application form will still need to be completed. Your application will be assessed and points awarded according to need. It will be reviewed on a yearly basis.
Before you can be considered for a move, you must comply with your tenancy agreement. You will be required to:
• Clear any rent arrears completely
• Carry out any repairs which are your responsibility
• Complete a minimum of 12 months satisfactory tenancy.
False information- You will be asked to sign a statement declaring that the information you give us is correct. If you give false information you risk losing your home.
Mutual exchange
You can apply to exchange your home by swapping tenancies with another Moat resident, or another housing association or local authority resident.
Before you exchange you must first receive our written permission and complete some documentation. Permission to exchange may be refused in certain circumstances, including rent arrears, overcrowding, under-occupation or any other breach of the tenancy agreement.
Each resident signs an agreement saying they will put their existing property into good order and accept the new property on the 'taken as seen' principle, unless there is an item which needs to be attended to for reasons of health and safety.These items should be identified at
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the time of inspection, before the mutual exchange occurs. Only gas and electricity checks will generally be carried out.The new resident will be informed of any 'gifted' items (eg conservatory, shed, shower, etc.) for which they will become responsible.
In the case of sheltered residents wishing to mutually exchange, a needs assessment would need to be conducted between the two properties. Residents in supported housing cannot mutually exchange their homes. Swapping your home with HomeSwapper
You may be eligible for the HomeSwapper scheme.This enables you to move to any other part of the country by swapping your home with a resident from the other area.
If you would like further information on how this works, contact our customer service centre or visit www.HomeSwapper.co.uk
Moving out
If you decide to give up your tenancy, you must give us at least four weeks notice of your intention to leave, expiring on a Sunday. You will need to complete and return an end of tenancy notice and we ask that you give us your forwarding address.
When you leave you must:
• Clear your home including any loft spaces, sheds and garages
• Remove and dispose of floor coverings, unless they are in good condition and we give you permission to leave them
• Put right any damage, for example filling in holes in walls where shelves have been
• Safely remove any non-standard light fitments
• Leave decorations, paint and wallpaper in good order
• Clean all surfaces, including the bath, toilet, sinks and kitchen units.
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We will inspect your home before you leave and point out what you need to do. If you do not meet your responsibilities, we will put things right and charge you for the cost of the work, including any materials we use.
Other things you should do:
• Read any gas, electric and water meters and send the readings to your suppliers, so they can close their accounts with you
• Tell your local council to cancel or re-direct your council tax bill
• Tell your telephone and television service providers
• Tell the post office to re-direct your post
• Make sure the property is secure - windows shut, doors locked, etc.
• Make sure all taps are turned off and not dripping
• Turn off the mains supplies. If you remove any gas appliances you own, you must ensure the pipe work is left in a safe condition and capped off by a Gas Safe registered fitter.
• Pay your rent up to the last day of your tenancy.
Your tenancy will end on a Sunday. Please return all keys on or before 12 noon the following working day. If you do not return your keys you will be charged for the cost of changing the locks and the extra rent due until the keys are returned.
Tenancy conditions
Your tenancy conditions say that when you move out you must leave the property and garden clean and tidy. You must remove your
belongings unless we have given you written permission to leave any of them there. Otherwise, we will assume any belongings you left have been abandoned. We may dispose of them without contacting you. We will also charge you for doing this.
We will charge you for removing anything from an empty property, as well as for any repairs identified due to vandalism or misuse.
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Eviction
You must tell us immediately if you have difficulties maintaining your responsibilities as a tenant. Your tenancy agreement sets out your obligations and if you do not keep to them, we will have to take action. We will visit you or write to you. We will try to help you, but this may not always be possible, especially if you wait too long before alerting us to any difficulties.
We only evict as a last resort, but it is imperative that you talk to us as early as possible if you have any problems paying your rent, or with any other aspect of your tenancy.
If a resident in danger of eviction is potentially vulnerable, they will be referred to agencies which can provide appropriate support. People may be considered vulnerable if they are older or frail, have communication difficulties, disabilities, learning difficulties or mental health problems.
HomeBuy
HomeBuy is a government initiative to help people who would not normally be able to afford to buy a property suitable for their household in the open market. HomeBuy also helps people who wish to rent a property but cannot afford market rents.
Moat is the government-appointed HomeBuy Agent for Essex, Kent and Sussex. Our agency does not include the London boroughs we work in. You will only need to complete one application form to access all of the HomeBuy properties available in your area, whichever housing association has the particular scheme or property you are interested in. We carry out headline eligibility assessments, so you can apply to any housing association using just one Moat reference number.
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Am I eligible?
As a housing association resident, you have top priority for buying a property through HomeBuy.
If your household income is less than £60,000 you are eligible to apply. Other criteria are applicable and vary by scheme. Please visit our website: www.homebuy.co.uk or call us on 0845 359 6161 to find out more.
Your HomeBuy options…
• New Build HomeBuyoffers brand new homes for sale on a part buy/part rent basis. Shares are available from as little as 25%.
• Rent to HomeBuyoffers new build homes to rent for an agreed period of time with the expectation that you will buy a share of the property at the end of the rental period.
• New Build Discounted Rentoffers new build homes to rent at 80% (or less) of typical market rents.
• HomeBuy Direct offers equity loans towards the purchase of a new build home on selected developments.
• First Time Buyers' Initiativeis offered by private developers on selected new homes.
• Social HomeBuyoffers some housing association or local authority tenants the opportunity to buy a share in their existing rented home.
• HOLD- home ownership for people with long-term disabilities - is a specially tailored option to assist people with long-term disabilities to purchase a share in a property.
How to apply
The quickest way to apply is online. Please visit our website: www.homebuy.co.uk Alternatively, to request an application form please call our HomeBuy services team on 0845 359 6161 Monday to Friday 9am to 5pm.
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Repairing
your home
Repairing your home
We want to make it as easy as possible for you to use our repairs service, so you can enjoy living in your home and we can keep homes in good condition for the future.This section explains our policy for small housing repairs in or around your home. We call these 'responsive repairs' or 'day-to day' repairs. We have not included information about larger repair schemes, such as new windows, which are normally carried out as part of a major works programme. We have to make sure that our budget for repairs is spent in the best and fairest way for all residents.This section helps you to understand which repairs we do and which we don't do. It explains the different priorities we give to repairs, how quickly we will do them and the rules about paying for them.
It also describes the minimum repair standard our empty homes will meet before we rent them to new residents. We call this our 'lettable void standard'.
Our policy is based on what the law and your tenancy agreement say we, as a landlord, must do.This is set out in the Landlord and Tenant Act 1985 and the Housing Act 1988. Moat's Board also agrees policies to guide staff to deliver the repairs service.
We will do our best to keep your home in good condition, but you are strongly advised to take out an insurance policy.This will ensure that your furniture and belongings are protected and you are covered for any accidental damage to your home or those nearby.
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Contacting our repairs service
Moat's customer service centre is available for repair requests, help and advice from Monday to Friday 9am to 5pm. Call 0845 600 1006, email: [email protected] or go to our website: www.moat.co.uk For emergencies outside office hours please telephone our customer service centre and wait to be redirected to our out of hours service. If you prefer to talk to someone in person, you can visit your area housing office or Moat's central office at Mariner House, Galleon Boulevard, Crossways, Dartford, Kent, DA2 6QE. It is advisable to make an appointment first.
Remember that you have to pay for any damage caused to your home by your negligence or through wilful damage by you or any visitors. You can purchase your own home contents insurance, which may cover broken glass, accidental damage and sink blockages, etc, or you can take out home contents insurance arranged by Moat. See the insurance section on page 5-2 or contact us on 0845 600 1006 for further information.
Nearly all repairs for sheltered or supported residents will be carried out by Moat.
Reporting repairs
To help us provide you with an efficient service, please have as much information as possible ready before you phone.
• We will ask you to describe the problem precisely. For example, if the toilet is leaking, please tell us if the leak is from the pipe at the back of the toilet or from the cistern
• Please tell us when it will be convenient for the contractor to visit to inspect or carry out the repair, being as flexible as possible
• Please tell us how we can contact you during the day.
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We will tell you which contractor will carry out the work and when the repair is due to be completed.
Sheltered or supported residents can report repairs directly to their support or scheme co-ordinator.
Moat's duties and repair responsibilities
Moat has a responsibility to maintain and repair the outside of your home. We also have to maintain other services, including:
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3-3 Heating and hot water Gas supply Electricity supplyWe repair and maintain the appliances we installed to provide heat and hot water. We do an annual safety inspection of all gas heating and hot water
installations and appliances. Please note Moat is not responsible for residents' own appliances.
We are responsible for the gas supply from the gas meter to the appliances it serves. We do not have to install a gas supply if there is a reasonable alternative, such as electricity. We are not responsible for:
• Faults on cookers or cooker connections
• The failure of gas companies to supply gas. We are responsible for the electricity supply between the meter and the electrical sockets in your home. We are not responsible for:
• Faults on cookers or cooker connections (excluding the control unit)
• Faults on other domestic electrical appliances, such as kettles and fridges
• The failure of electricity companies to supply electricity or maintain their equipment.
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3-4 Water supply Building structure Communal areas In generalWe are responsible for the water supply from the meter, which is normally outside your home, to appliances and fittings that use water inside your home.
We are responsible for maintaining the structure of the building.This includes:
• Unblocking gutters and rainwater downpipes
• Roof repairs
• Repairing brickwork
• Damp-proof work.
We are responsible for maintaining communal hallways and staircases in blocks and on estates. These include:
• Estate roads and paths - Moat is only responsible if the roads have been adopted
• Estate lighting
• Gullies and drains
• Boundary walls and fences
• Door entry systems
• Lifts
• Communal TV aerials.
We are responsible for a repair if it is to a fitting or appliance that we installed, or if it is a repair to the structure of the building. We are not responsible for repairs caused by the misuse or neglect of the property by residents. Please refer to the section on rechargeable repairs on page 3-16.
Right to Repair
The Right to Repair (RTR) is a government regulation covering some urgent repairs that could affect your health, safety or security if they are not done quickly. It applies only to repairs that cost under £350. The regulation says how quickly we must carry them out.
If these repairs are not done within the specified time limit, you have the right to ask us to get a second contractor to do them. If they are not done within the extra time allowed for the second contractor, you may be entitled to compensation.This is £10, plus £2 a day for every day that the repair is not finished, up to a maximum of £50.
We can increase the time we take to do repairs in some situations, including if a gas, water or electricity supply is interrupted by a utility company or if the repair is more complex and needs an inspection visit. RTR does not apply if you or a member of your household or a visitor caused the damage while doing something in your home that broke your tenancy conditions.
Residents' duties and responsibilities
Under the terms of the Housing Act 1988, unless you have recognised special needs, you are responsible for, and have to pay the cost of, repairing the following items.These are your responsibility unless the damage is due to the age of the fitting or appliance, ie fair wear and tear.
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Carpentry Plumbing Glazing Plastering and finishes Electrical• Front and back door locks, including replacing keys
• Internal doors, locks, hinges and handles
• Letterboxes, door numbers, security chains and doorbells
• Window catches and stays
• Replacing or repairing damaged kitchen units, including cupboard doors, shelves and handles.
• Toilet seats and covers
• Plugs and chains in baths, basins and sinks
• Cleaning stains on sinks, baths, showers and lavatories, and blockages
• Replacing broken or damaged sinks, baths, showers and toilets.
• Broken outside windows, unless you have a police crime reference number for them. Remember that false reporting of a crime is an offence: the police investigate all reports of burglary
• Broken internal windows.
• Surface cracks to wall and ceiling plaster
• Ceramic tiles on splash backs around sinks, basins and baths
• Vinyl floor tiles.
• Electrical plugs, including fuses
• Changing light bulbs and fluorescent tubes
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3-7 Interior decoration In general Insurance coverIt is your responsibility to keep the inside of your home well decorated. When you move out, you must leave it in good condition.
If a repair is needed because of damage caused by you, your family or your visitors, it is your
responsibility to put it right. You may either do the repair yourself or pay for someone else to do it. If we do the repair on your behalf, you must pay for it. We usually ask for payment first.
We are not responsible for damage to, or loss of, your fixtures and fittings including:
• Furniture
• Carpets
• Clothing
• Other household effects, even if linked to a repair that we are responsible for.
We strongly recommend you take out home contents insurance.To help you, we offer a home contents insurance scheme. Contact the customer service centre for details.
Repair priorities and timescales
We prioritise repairs based on how urgent they are. We would like to do all repairs straight away, but it saves money if we have longer to do less urgent ones.This includes repairs that fall under Right to Repair regulations.
Priorities for repair
The following tables show the types of repair Moat must do and the priority we give them. Repairs that qualify under the Right to Repair are marked 'RTR'.
Please note that not all emergency repairs qualify as RTR, only those identified under the regulation. Even if a repair is considered to be an emergency, if it is your responsibility to do it, then you will still have to pay for it.
If you suspect that damage is a result of racial harassment or domestic violence, please always call the police immediately.
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3-8 Priority Emergency (out of hours) Emergency (daytime) TimescaleContractor will come within four hours to make safe.
Contractor will do the repair within 24 hours and prioritise within this timescale where there is real danger.
Type of repair
Repairs ordered outside office hours where there is immediate danger to people or property.The repair will usually be to make the situation safe only. Repairs ordered during office hours where there is immediate danger to people or property.
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3-9 Urgent Routine Programmed Complete within seven calendar days.Complete within 30 calendar days.
Complete within an agreed timescale.
Repairs that are not considered an emergency, but which if not completed quickly would cause significant nuisance. Repairs that Moat is responsible for that are not considered an emergency or urgent.
Repairs that are complex, subject to leaseholder consultation, or involve specialist parts or works.
Type of repair
Total loss of electrical power Unsafe power or light socket or electrical fitting
Total loss of water
Total or partial loss of gas supply
Example or explanation
No power in the home. RTR Bare wires exposed, socket sparking or smoking. RTR No water in the home (but not where the supply company has shut off the supply). RTR Loss of gas supply (but not where the supply company has shut off the supply). RTR Emergency
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3-10Blocked boiler flue
Total or partial loss of space or water heating between 1 November and 30 April Blocked or leaking foul drain, soil stack or toilet pan
Toilet not flushing
Leaking water or heating pipe, tank or cistern Insecure window or door
Making safe dangerous structures
Flue blocked by something such as a plant growth. RTR
No heating, no hot water or both. RTR
Sewer drain backing up or blocked soil pipe.This only qualifies as RTR if there is no other working toilet in your home and it is not caused by misuse.
Where a toilet cannot be flushed, for example due to blockage.This only
qualifies as RTR if there is no other working toilet in your home and it is not caused by misuse.
Leak from a water supply pipe or storage tank. RTR
The home is insecure, for example due to a broken window or damaged door. If the damage was caused by a crime you must call the police first, as we are unable to order a repair until you have a crime reference number. RTR Making ceilings safe if they are in danger of falling down.
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3-11Security work to dwellings following confirmed reports of harassment
Securing empty homes
Lift breakdowns
Lighting in communal areas
Security work as part of our policy to prevent harassment.
Preventing unauthorised occupation.
Getting a lift working again where it is the only lift (but not where shutting down a lift has been planned or a major repair is needed).
Repairing lights in a communal area.
Type of repair
Partial loss of electrical power
Partial loss of water
Total or partial loss of space or water heating (between 1 May and 31 October) Blocked basin, bath or sink
Tap that cannot be turned
Examples or explanation
No power to one room only. RTR
Loss of water to one room only. RTR
No heating, no hot water or both. RTR
Water not draining away. You must also have tried to unblock it yourself first.This only qualifies as RTR if it is not caused by misuse.
Tap stuck on or off. RTR Urgent
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3-12Loose or detached banister or handrail
Rotten timber flooring or stair tread
Roof leak
Repair of mechanical extractor fan
Repair of door entryphone equipment
Reconnecting electrics following water leaks
Repairing an intermittent water leak
Reglazing windows
Replacing a toilet pan
Replacing a broken tap
Loose or insecure banister in your home.This only qualifies as RTR if it is not caused by misuse. Rotten floorboards or stair treads are only classed as urgent if they are a health and safety concern. RTR
Temporary repair to make safe and stop leaking. RTR
In kitchen or bathroom and only where there is no window to ventilate. RTR
Repair to entryphone handset in a home. RTR
Where a lighting circuit was disconnected because of water damage.
For example, a leak that only happens when a sink is emptied. Putting new glass in a boarded-up window (but only when it is our responsibility).
Replacing a cracked or broken toilet pan (but only when it is our responsibility).
Replacing a broken tap that cannot be repaired. Urgent (continued)
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3-13 Type of repairUnblocking gutters, rainwater downpipes and gullies
Repairing windows
Repairing kitchen units and cupboards
General carpentry repairs
Structural repairs
Examples or explanation
Clearing leaves from gutters (but not if scaffolding is needed). For example to frames and sash cords (this does not include new windows).
Repairing, for example, cupboard and unit doors and drawers, but only due to their age (fair wear and tear) and not because of misuse. For example, to door frames, but only if due to the age of the fitting (fair wear and tear) and not because of misuse.
For example, repointing external brickwork (but not when scaffolding is needed). Routine
Type of repair
Renewals needed because of age of fixtures and fittings (fair wear and tear)
Non-urgent communal repairs
Examples or explanation
Replacing kitchen units or baths/showers.
Repairing and replacing things such as paving and boundary walls. Programmed
If a repair is needed because of damage caused by you, your family or your visitors, it is your responsibility to put it right. You may either do the repair yourself or pay for someone else to do it.
Access and appointments
AccessWe have the right to enter our properties by agreement at all
reasonable hours.This applies to Moat staff or other authorised people, such as our contractors. You must let us in if we ask you to.
If necessary we can arrange to force entry to carry out an emergency repair or safety check and recover the cost of doing this from you. You must report repairs that need doing immediately and allow us access to your home quickly when we ask.
We need access:
• for gas safety inspections
• to check the condition of a home or those next to it
• to repair, alter or improve the home or those next to it.This includes electrical wiring, gas and water pipes or drainage and heating systems.
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Structural and building repairs For example, window replacement, roof repairs or damp-proof works, where scaffolding is needed or where leasehold consultation is required.
If we have to force entry to a home, we will leave it secure. If we force entry because of your negligence, for example if you overfill your bath and flood the property below, we will charge the cost to you.
Appointments
We will give you an appointment when you report an urgent or routine repair so that you know when our contractor will come. We do not make appointments for emergency repairs.
When you report an emergency repair you must do your best to contain the situation. For example, you might need to turn off the water supply. You must also be there to let us in straight away when we visit.
Appointment times are currently Monday to Friday:
• between 8am and 1pm for morning appointments
• between 1pm and 5pm for afternoon appointments
• 9.30am to 3pm (avoiding school run) or
• all day appointment, between 8am and 5pm.
We may sometimes have to break an appointment. We will give you £20 in compensation if this happens. It currently applies only to appointments made for our repairs partnering contractor. You will only qualify for compensation if the appointment was arranged by Moat and logged on our system and the contractor did not tell you in advance that the appointment would be broken.
If we cannot contact you, we will leave a card to say we couldn't get in and provide an alternative appointment within one week.We will record the date and time of our visit on our database. If you fail to keep the second appointment, the work will be cancelled and it will be your responsibility to contact us to order the repair again.When you do, we will give the repair its original priority, which means the timescale for the repair will restart from the date you order it again.
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3-15Rechargeable repairs
Rechargeable repairs are those which residents have to pay Moat for. You may also do the repair yourself or pay someone else to do it. We are committed both to providing a cost effective repairs and maintenance service and to meeting our obligations as a landlord. We will therefore charge you for any work we do for which you are responsible, or which is caused by you misusing your home or not looking after it.
Our charges are based on what it costs for our contractors to do the work. Costs are subject to VAT.
We charge for repairs if:
• Work is needed due to accidental damage or wilful neglect by you, members of your household or visitors to your home
• We do work for which we have no responsibility under the law or your tenancy conditions
• We have to force entry to your home due to your negligence, for example if you lose your keys
• We have to repair a property after you move out because you damaged it or have made alterations that we did not approve. We will tell you as soon as possible if a repair is rechargeable.This could be:
• When you report the repair
• During an inspection for other work in your home
• After a report from our contractor or someone else we have authorised to visit your home
• During a routine inspection after you have given notice, or been given notice, to end your tenancy.
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You will get the opportunity to do the work yourself or arrange for it to be carried out at your own expense. However, we may wish to inspect the work once it is done to check the standard.
Examples of what we might consider to be accidental or deliberate damage or wilful neglect include:
• Holes or other damage to internal doors
• Damage to kitchen units and worktops other than fair wear and tear
• Blocked drains, toilets, baths, basins and sinks where the blockage is caused by misuse
• Damage to toilet seats and hinges.
We will only do a repair that we have no duty to do in exceptional circumstances.
Examples might be:
• If you are over 65 and there is no-one living with you who could help with the repair
• If you have registered care needs
• Where not doing the repair would endanger you or other residents, or damage your home or other properties.
If you have made alterations or improvements without our agreement and they are found to be unsafe, we will arrange for them to be made safe immediately. We will charge you for this work. We will tell you and confirm it in writing.
Where you have given notice to end your tenancy, we will do a routine inspection. We will tell you about any repairs that are your
responsibility and give you the opportunity to do the work yourself or arrange for it to be done at your own expense. We will re-inspect your home before the end of the tenancy to ensure the work has been done
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and to a satisfactory standard. If you are doing a mutual exchange, we may suspend it to ensure the work is done before your tenancy ends. If you have returned your keys and we need to do work to bring the property to a safe and acceptable standard before the new resident moves in, we will charge you for this as a former resident.
If damage has been caused by a crime, you must report the incident to the police first.Then you need to report the repair to us and tell us the crime reference number.
False reporting of crime, such as saying that damage was caused by a crime when it wasn't, is an offence.The police will investigate all reports of burglary.
Repairs to newly built homes - defects
If your home is newly built, the responsibility for carrying out repairs within the first year lies with the developer (this is known as the 'defects period').This does not include repairs caused by you.
You should notify defects to our customer service centre during office hours and we will inform the developer.These repairs may take a little longer than our normal repairs, though urgent repairs will always be dealt with quickly.
At the end of the defects period, the property will be inspected and all outstanding works falling within the defects definition will be repaired. You can help this inspection by keeping a list of all minor problems as they occur.
Repairs are designated as an 'emergency' when there is either a risk to someone's life or a risk of serious injury if not repaired immediately. If an emergency defect occurs outside of office hours, call us on 0845 600 1006 and follow the instructions.
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Discretionary repairs
These are repairs we will do if you have recognised special needs that prevent you from getting the repair done. We know that residents have different needs and we are committed to giving people equal and fair access to our services, with extra help if it is needed. We have a policy to make sure only people who need extra help get it.
We will do some repairs that are normally your responsibility without recharging, on a discretionary basis, if you meet one of the following special conditions:
• You, or someone living with you, gets a care package from your local authority's social services
• You are over 65 and there is no other member of your family or household who can help with the repair.
Other discretionary repairs may include security work carried out under our harassment policy and repairs needed because you have experienced confirmed anti-social behaviour.
Extra support
To help us apply the discretionary repairs policy fairly, we will keep information on our database telling us if you qualify for discretionary repairs. We may also keep other details to make sure everyone can use our services easily, such as:
• How you prefer to communicate with us
• Translation or interpretation requirements
• Special access requirements to your home, such as mobility or sensory issues.
If the repairs service is not already aware that you qualify for
discretionary repairs, we will tell you the qualifying criteria and assess your initial request for a repair on its own merits before deciding whether we will do it.
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You and our contractors
We monitor the performance of all our contractors to ensure they provide a good service. Your feedback on repairs is very important to us. What to expect from contractors
All contractors employed by Moat are required to work within an agreed Code of Conduct. Our contractors should:
• Show respect for you and your home at all times
• Arrange a morning or afternoon appointment, and work only between 8am and 5.30 pm on Mondays to Fridays, unless you agree a mutually convenient time outside of these hours
• Show their identity cards, which clearly indicate that they are working in partnership with Moat
• On arrival, explain what the work will involve and how long it will take
• Show special consideration to disabled and vulnerable residents
• Avoid making excessive visits to your home
• Be careful about security
• Be responsible when using scaffolding
• Keep work tools and dangerous substances out of the reach of children
• Not smoke, drink alcohol or play radios or cassettes in your home
• Keep your home clean and tidy, using dustsheets
• Not move your belongings without permission and without you being present
• Not use the following without your permission:
• Any of your belongings, such as ladders or chairs
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• Your telephone
• Your toilet or kitchen (for example, to make tea)
• Your bathroom or kitchen to clean equipment (if you do give permission, the rooms must be left clean and tidy)
• Where a repair cannot be completed immediately, ensure your home is left wind and weather proof, with all possible services left on, and warn you in advance of any hazards
• Tell you when the work is finished, remove all rubbish and leave your home tidy
• Treat all information about you in confidence, in accordance with Data Protection laws.
What contractors will expect from you
• To be co-operative about making appointments and to give at least 24 hours notice if you have to cancel an appointment
• To inform us if you cannot keep an appointment, so we can reschedule the visit
• To clear the work area of your belongings, so the contractor can work freely
• To keep your children and pets away from the work area and the contractor's tools
• To allow contractors to have reasonable use of your gas, electricity and water, if necessary.
If you are dissatisfied with any aspect of our repairs service, please tell us. We need your feedback to help us improve our services.
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Be safe and secure
Identity cardsYou should not let anyone into your home unless you are satisfied they are who they say they are. All staff and contractors employed by Moat carry identification. If you are ever unsure about the identity of Moat staff or contractors, ask them to call back later and call us for
confirmation. If you send a contractor away please contact us to let us know immediately on 0845 600 1006.
Guarding against fire
• Ensure you have smoke alarms fitted throughout your home. If they have been fitted by us and are faulty, tell us immediately
• Supported and sheltered residents should report any
problems/faults they experience with the smoke detector to their support co-ordinators or the customer service centre
• Carry out monthly tests on smoke alarms, change batteries when needed and clean the sensor regularly
• Guard open and radiant fires
• Make sure you store paraffin, petrol or inflammable liquid in purpose-made containers in a cool place
• Take care when cooking - do not leave pans unattended, especially frying pans
• Be careful with electrical equipment - never overload sockets
• Close doors when you go to bed or when leaving your home. In the event of fire, this helps to stop it spreading
• Many Fire and Rescue Services (Essex, London, Herts, Kent, Surrey, East and West Sussex) will undertake free home fire safety tests and install free smoke alarms.
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Dealing with emergencies
FireIn the event of fire:
• Close the door to the room where the fire is located.This will help contain it and restrict the spread of potentially poisonous fumes
• Warn other people in the house to leave immediately. Do not stop to collect anything. Remember that your escape route can be cut off very quickly
• If your exit is cut off, close the door of the room and seal it with a blanket or rug to prevent fire and smoke spreading. Dial 999 if you can and call for help from a window
• Alert any neighbours who could be at risk from the fire
• Once out of the property, if possible please phone our customer service centre on 0845 600 1006.
Gas leak If you smell gas:
• Put out cigarettes. Do not use matches or naked flames
• Do not operate electrical switches or doorbells
• Open all doors and windows and keep them open
• Check to see if a gas tap has been left on accidentally, or if a pilot light has gone out
• Phone your gas supplier or the National Grid on 0800 111 999. Burst pipe
• Turn the water off at the stopcock. Find out now where the stopcock is and check it can be turned. If not, call us immediately
• Switch off the electricity at the mains
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• Switch off any water heaters
• Switch off the central heating system. If you have a solid fuel fire or system, let the fire die down. Do not attempt to drain the boiler unless the fire has gone out
• Phone our customer service centre on 0845 600 1006. Frozen pipes
• Turn off the water at the stop valve
• Open all taps to sinks and baths
• If possible, collect water in the bath for flushing the toilet and for washing
• Phone our customer service centre on 0845 600 1006. Electrical issues
If you have just switched on a light or appliance, or plugged in an appliance, and the power fails:
• Look outside or check with your neighbours to see if there has been a power cut
• Check the trip switches.These are normally contained within a box near the electrical meter
• If one of the switches is at OFF, unplug the appliance or switch off the light, then flick the switch to ON
• Switch on the light. If this trips the switch, the fault may be caused by the light bulb, so check for and replace any faulty bulbs
• It is helpful if you can complete an 'appliance electrical check' to ensure the fault is not caused by a faulty appliance you own. One by one, switch on appliances (eg toasters, kettles) and if the power trips again it is likely the fault is caused by the relevant appliance. If this is the case, do not use the appliance, but arrange for it to be checked by a qualified electrician.This repair is your responsibility.
• If you cannot identify, or are unsure of, the fault contact our
customer service centre on 0845 600 1006. If the problem is due to a faulty appliance, you will be recharged!
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Alert any of your neighbours who could suffer damage as a result of your emergency.
Condensation
Most of the damp and mould problems reported to us are, in fact, related to condensation.This occurs mostly during cold weather spells, regardless of whether it is raining or not. Condensation appears as black mould on cold surfaces and in places where there is little movement of air. It often forms on north facing walls. Moat will check that there is no water leaking into the property, but if nothing is found you must manage the condensation.There is a lot you can do to avoid condensation. For example:
Produce less moisture
• Cover cooking pans and avoid kettles boiling for longer than necessary
• Dry your laundry outdoors, or hang it in the bathroom with the door closed and a window open, or use an extractor fan
• Vent any tumble dryer to the outside of your home. Ventilate to remove moisture
You can ventilate your home without creating draughts:
• Keep small windows or a ventilator open when someone is in the room
• Ventilate kitchens and bathrooms when in use by opening windows
• Close kitchen/bathroom doors when rooms are in use (even if you have an extractor fan)
• Ventilate cupboards and wardrobes - overfilling them prevents air from circulating. Keep a gap between the wall and furniture so that air can circulate.
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Insulation, draught-proofing and heat
Not only will insulation and draught-proofing keep your home warm, it will also cut fuel bills. When the whole property is warmer,
condensation is less likely.
Damage to your household and contents caused by condensation will not be covered under our compensation policy if it is proved to have been caused by your failure to adequately ventilate or warm your property.
Asbestos
We have an ongoing programme of surveys to identify materials that contain asbestos. Provided it is in good condition and remains undisturbed, it can be left in place until the property is refurbished. You can help to reduce risk and protect yourself and our workers by following these guidelines:
• Don't carry out DIY, such as drilling, sanding, cutting or scraping of any panel, board, wall or surface unless you are absolutely certain what it is made from
• Call the customer service centre if you suspect you have found asbestos
• Report any damage or vandalism to your home immediately. Exposure over a period of time can pose a danger to you and your neighbours
• Please be patient as we work to identify asbestos risks and make them safe, particularly when we are carrying out repairs to your home.
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Gas servicing and annual safety check
It is a legal requirement that we carry out an annual gas safety inspection in your home. We employ a Gas Safe registered contractor to check and service gas appliances. Unsafe gas appliances can create a risk of carbon monoxide poisoning and it is critical we service your gas heating appliances once every year to ensure this risk does not occur.
Please remember that unsafe gas appliances can kill.
The contractor will contact you to arrange a convenient appointment. Please co-operate with access arrangements to enable the check to take place. If the contractor is unable to gain access to your home, we will be informed and we will write to you.This may lead to legal action against you.
You must comply with this annual safety check. If you do not allow us access we may have to force entry to your property to service the gas appliances in accordance with Section 54 of the Housing Act 1985.
What if we get it wrong on repairs?
Our policy on compensating youOur obligation to you is to ensure we meet our legal requirement on claims for compensation and that, where a claim is valid, you receive a fair and efficient settlement.
Areas of claims
Our policy covers claims relating to the following:
• Delays in completing repairs that affect health and safety and security (known as Right to Repair)
• Resident improvements
• Loss of amenities
• Costs for alternative heating
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• Economic loss
• Damage to resident's property. It does not cover:
• Compensation normally dealt with as part of a claim on our insurance, eg personal injury claims
• Loss of a service included as part of a service charge
• Temporary moves
• Loss or damage to your household goods and contents, which should be covered under your own household content
