Allsop Resident Handbook

Allsop Resident Handbook

Contents 1. Welcome to your new home 3 2. Moving in 4 3. Rent payments 5 4. Repairs and maintenance 6 5. Emergencies 8 6. Housekeeping guidelines 10 7. Our responsibilities / your responsibilities 11 8. Eco / energy saving tips 12 9. Sharing a property 14 10. Customer service and feedback 15 11. Moving out 16 12. Useful numbers and websites 17 Allsop contacts Letting team: 0345 873 6556 Property Management team Brighton: 0300 303 1526 Property Management team Leeds: 0300 303 1525 Collections team: 0300 303 1527 Emergency out of hours maintenance line: 0300 303 2144 2

1 Welcome to your new home Dear Resident, Welcome to your new home! Allsop Letting and Management has been managing properties for over 17 years. Our two main priorities are your safety and enjoyment of the home that you live in. Our job is to be responsive to residents living in the properties we manage and to solve any issues that may arise. If there is anything that you experience with our service that you think could be improved then please contact us on the number below, as we would genuinely like to hear from you. We have created this handbook to provide you with important, easy to refer to information which is set out in three main sections. Section one contains information about moving in, settling in and repairs and maintenance. Section two contains information about housekeeping guidelines and what to do in case of an emergency. Section three contains feedback information, a useful checklist and a comprehensive list of contact details. We appreciate that people lead very busy lives, so we have made this handbook as concise and easy to refer to as possible. Please spend some time reading this handbook, as it does include important health and safety information including advice on gas, fire and water emergency procedures. Yours faithfully, Andy Jones Managing Director of Allsop Letting and Management 3

2 Moving in We aim to ensure that when you move in the property is clean and everything is in working order. We appreciate that your moving in day will be very busy with lots of unpacking and getting used to your new home. We do advise that it is worth spending some time checking where the fuse boxes, water stop-cock and gas supply (if there is one) are located. This will save time (and stress!) should an emergency arise, so you know where these important utilities are and can access them quickly. Inventory A member of the inventory team will carry out the inventory before you move your possessions into the property. They will then show you around your new home and answer any questions you may have. The purpose of the inventory is to establish the condition and contents of the property, so if you notice anything that you think should be included please let them know and they will inform your Property Manager. You will receive a copy of the inventory report and will have seven days after move in to raise any issues which may have been missed during your first few days when you were settling in. If you do not contact us within that time we will assume that everything is okay. Please keep a copy of the inventory as it will be a useful record for you to compare the condition of the property when you move out. We will of course make allowance for the time you live in the property, as this is considered to be fair wear and tear. Keys We will provide you with one set of keys for each person named on the tenancy agreement Allsop will keep one set of master keys for emergencies, or to gain access with your permission If you lose keys then you will need to pay for their replacement Your tenancy agreement does not allow locks to be changed without permission 4

3 Rent payments Calculating your rent Your tenancy agreement explains how your rent is calculated, if you have any questions about this then please either email lettings@allsop.co.uk or phone the team on 0300 3031527. When is the rent payable? Please refer to your tenancy agreement for the date that your rent is payable. Cleared funds for the payment of the first month s rent will need to be paid 72 hours before the commencement date of your new tenancy. Your tenancy agreement sets out how rent is due to be paid. Many residents find it easy and time saving to set up payments by standing order or direct debit, so the payments are automatic and they do not need to spend time making arrangements every month. If you have any questions or queries about your account please email our Collections Team collections@allsop.co.uk or by phoning 0300 3031527. If you have difficulty paying the rent If you are experiencing difficulty, or think you are going to have difficulty paying the rent, then please contact our Collections Team who will be happy to offer advice and help. If you receive reminders, please do not ignore them. The sooner we can contact you to discuss any issues the sooner we can offer advice as to the best way forward to solve the problem. More information can be found on our website letting.allsop.co.uk UK law allows steps to be taken to repossess a property when there are two months rent arrears. We want to help avoid this action being taken. If you do find yourself experiencing difficulty then please contact us so we can work together to help prevent any court action and the additional costs this would add to an already difficult situation. 5

4 Repairs and maintenance Whilst Allsop is responsible for repairs in the property and carrying out repairs, there are some maintenance and minor jobs which are the responsibility of the resident, which include: Replacing lightbulbs/batteries/fuses Unblocking sinks or toilets Pressurising the boiler Keeping downpipes and gutters clear (where safely accessible) Changing tap washers Washing windows (inside and, where safely accessible, outside) Please check your tenancy agreement for a full list of the repairs which residents are expected to carry out. Testing of battery powered smoke alarms and carbon monoxide detectors Your home has to have a smoke alarm on every floor. In all Allsop managed properties we also fit carbon monoxide detectors where there is gas or solid fuel heating. If your property has a battery powered smoke alarm we recommend that you press the test button once a week to make sure the alarm is still working If there is no noise from the alarm when you press the button you will need to replace the battery and re-test. Should the alarm still not work once the batteries have been replaced please contact Allsop and report the fault When the battery is running low an intermittent bleeping noise will be made every few minutes which indicates the battery needs to be replaced Testing of mains powered smoke alarms The testing of the mains powered alarms is the same as the battery powered alarms. Please note that the mains smoke alarms also have a back-up battery so that the alarm will work even if there is a power cut. When the battery is running low you will hear an intermittent bleep every few minutes. When you hear this bleep please inform us and we will arrange for the battery to be replaced. If you have any difficulties regarding smoke and carbon monoxide alarms please contact us and we will assist you. Your safety is our number one priority. 6

4 Water hygiene in temporarily unoccupied premises On move in, or if you are going on holiday or will not be in the property for over 7 days, then we offer the following advice: when water is not circulated regularly and stagnates it creates the risk of contamination by Legionnaires Disease. To avoid any risk, before you use your water after a period of 7 days you should always do the following: 1. Draw water through each hot / cold water outlet. Water should be run for at least five minutes. 2. Hot water cylinders must be heated to a minimum of 60 degrees centigrade and that temperature should be maintained for at least one hour. 3. Flush all toilet cisterns. If you have any concerns or doubts about your water system please contact us immediately. 7

5 Emergencies What Constitutes an Emergency? A leak that cannot be stopped and which, if it isn t stopped immediately, will cause damage to the property A break-in or accident that leaves the property unsecure. Temporary measures are therefore necessary A complete failure of the electrics. Please check your fuse board first and check if neighbouring properties are also experiencing the same problem Any fire A breakdown of the heating or hot water system at the beginning of a weekend/holiday period but only if there is a risk of the system freezing as a result. Normal heating failures should be reported the next morning as early as possible during working hours, as contractors do not usually carry spare parts A collapse of any part of the building including ceilings, walls or roofs What to do in case of an Emergency! If an emergency occurs outside of normal office hours, then please leave a message on the voicemail of your property manager and also call the emergency contractor quoting Allsop as a reference. Maintenance Line: 0300 303 2144 If, in an emergency, a contractor is called to your property and reports that the matter could have been safely dealt with as a routine call at a lower cost, or if the fault is deemed to be your own, you may be charged for all or part of the costs caused by the call out. 8

5 Fire and Accident Immediately call the relevant emergency services by calling 999. Then phone us on 0300 303 1526 and contact us in writing as soon a practicably possible. Gas If there is a smell of gas or concern about carbon monoxide fumes shut off the gas supply and phone the National Gas Emergency Service on 0800 111 999. When National Grid declare the property safe, contact us and we will contact a Gas Safe Registered Engineer to attend. Electricity In an electrical emergency the electric supply to the whole building should be switched off. Contact the electricity provider and Allsop on 0300 303 1526. If the office is closed and you believe the situation is dangerous you can instruct an electrical engineer to attend. Water In case of water emergencies (rapid leak from a burst pipe or water appliance) turn off the water supply at the main stop cock and notify us immediately. If the office is closed please contact the Out of Hours Maintenance Line on 0300 303 2144. Oil In case of an oil emergency, turn off the oil supply using the shut-off valve at tank and notifiy us immediately. Follow the Oil Care Code instructions shown on the notice on the oil tank. If you believe the situation to be dangerous and the office is closed phone the Environment Agency 24 hour emergency number 0800 80 70 60. If advised by the emergency team you can call a competent contractor to attend. We can then instruct the landord s contractor to attend. 9

6 House keeping guidelines We want to make sure you enjoy living in your Allsop managed property. Sometimes differences can arise with neighbours. Many of these situations can be resolved with a friendly word or slight compromise to take into account other people s schedules and lifestyles. If such differences cannot be resolved in this way then Allsop will take reasonable steps to help assist a resolution. You have the right to the quiet enjoyment of your home and we will work with you to make sure that your enjoyment is not affected. We would also ask you to read the following guidelines, which form part of your tenancy agreement obligations: Fire safety is extremely important. Residents are discouraged from doing anything that may cause an obstruction or cause any hazard which may affect those living in or visiting the property. Please do not leave personal items in the common areas An Emergency Fire Action Plan is posted in the communal area in the reception / entrance area of blocks of flats All Allsop properties are no smoking premises Personal satellite dishes are not permitted. If you want to put up a satellite dish please contact us for written consent Hardwood floors can cause noise to travel through to the property below please use rugs to dampen this noise. Parking if you have a space you pay for please only use that space. Only cars / motorbikes can be parked in the parking space. Any parked vehicles are the responsibility of their owner Pets pets cannot be kept in a property without prior written permission from Allsop Appliance Care Should your property be supplied with appliances, we would recommend that you download the appropriate user manual and follow the instructions on how to use the appliance, or request a copy from the manufacturer. Correct use of the appliance can help reduce the chance of faults and periods when the appliance is not working. If any appliance does stop working please check the user manual. If the manual does not offer a solution to the issue contact your Property Management Team. 10

7 Our responsibilities / your responsibilities The table below contains responsibilities of both Allsop and our residents. These include us keeping the property in good repair and safe. We need your help to do this, for example by letting us know if work needs to be carried out, or by allowing access for gas safety checks to be carried out. Service Our responsibilities Your responsibilities Rent Gas safety testing Repairs and maintenance of property Communal areas Neighbours Insurance Moving out We will offer help and advice to residents who may experience financial difficulties. As this is a safety issue we will contact you on an annual basis to arrange a visit to carry out a gas safety check. We will provide you with a copy of the gas safety certificate. We have agreed schedules to carry out repairs. Recharges may be applicable if any damage is caused or for any repairs which may be your responsibility (full details are provided in the repairs and maintenance section of this handbook). We are responsible for keeping communal areas clean and tidy and in a good state of repair where we manage the whole building. If there is a separate agent we will contact them with any issues and keep you informed. We want you to enjoy living in your home and will take a firm approach to tenancy breaches. The landlord will insure the building and the landlord s contents. Your deposit is held in an approved tenancy deposit scheme and will be returned in full unless there is damage to the property which cannot be described as fair wear and tear. To pay the agreed amount of rent at the agreed time. To allow access when a gas safety check is required. To let us know of any defects as soon as possible which are the landlord s responsibility. To contact us if there are any issues with these areas. If neighbour disputes arise to try and initially resolve them but then contact us if they continue to affect your enjoyment of the property. To insure your own belongings and furniture. To leave the property in the same condition as it was when you moved in. 11

8 Eco and Energy Saving Tips In the kitchen Washing clothes at 30 degrees centigrade instead of 40 degrees can save you a third of the cost to run the cycle. 30 If you use eco-balls when tumble drying it separates your clothes, so they dry quicker. By only boiling the amount of water you need, you can save enough energy in a week to run your TV for over 20 hours. If you need water for cooking, boiling water in the kettle uses less energy than heating it up on the hob. Ovens are one of the most energy-hungry appliances in the home. If you turn your oven off 5-10 minutes before the scheduled end cooking time your food will still keep cooking and you will be saving money! Over the course of a year this tip alone could save you over 50 per year if you use your cooker regularly. If you defrost your fridge freezer regularly it will use less energy and cost less to run. A full vacuum cleaner uses more energy than an empty one, so you can even save money by regularly emptying your Hoover! In the bathroom Just by turning the water off when brushing your teeth you can save nine litres of water a minute. Taking a shower rather than a bath could save you up to 400 litres of water a week. Fix dripping taps a dripping tap can waste 90 litres of water a week. 12

8 In every room By turning the central heating thermostat down by just 1 degree centigrade you could cut your heating bill by 10%. Unplugging electrical items overnight instead of them being on standby can save you over 30 a year. If they have a standby light, a display or are hot to the touch they ll be using energy just by being plugged in. Each energy saving lightbulb you use can save you almost 50 over the course of single bulb s lifetime. By using draft excluders on doors you can save up to 35 a year in heating costs. While each item individually might not seem a lot, when you add them all up you can make savings of around 300 a year just by using these tips. The more energy you save, the more money you save! 13

9 Sharing a property When people are sharing a property they are jointly and severally liable for the tenancy until all of those sharing decide to serve notice to leave. Should one of the sharers request to vacate the property the other residents would take over the responsibilities and share of the rent of the person who is leaving. Another option would be for the existing residents to find another person to replace the one who is leaving, as long as all the sharers area happy with this. Both these options would be subject to permission being granted by your landlord, with affordability and reference checks being completed at a cost of 132 including VAT. If a change of sharer is agreed and checks have been completed, we will request that the new sharer and existing sharers (and any existing or new guarantors) sign a new tenancy agreement in acknowledgment of the change. Please note that until a new person is found to replace the outgoing sharer then the responsibility for all terms of the tenancy remain unchanged. The new sharer can take over once they have been referenced, accepted and the relevant new paperwork has been signed and processed by Allsop. In order to make sure that all of the sharers are protected during a change in the tenancy Allsop has introduced the following procedure: If the tenancy has less than 3 months left until the tenancy is due for renewal the departing tenant must wait for the renewal Any arrears must be cleared in full before a change can be made Allsop can suspend the change of sharers if the rent falls into arrears during the process Sharer transfers are subject to satisfactory referencing An administration fee of 132 including VAT is payable by the outgoing resident The new sharer must directly reimburse the leaving sharer their portion of the deposit As no new inventory will be carried out the new resident needs to make sure they are happy with the state of the property before signing the new agreement. If they do not find it to be satisfactory they will need to negotiate a deduction from the amount of the deposit they pay to the previous resident The sharer wishing to leave will need to provide Allsop with a forwarding address No change of sharer can commence until Allsop and your landlord have agreed to the change. 14

10 Customer service and feedback Customer service and resident safety are our two key priorities. As a resident with Allsop you can expect the following customer service levels: A return of your telephone call to us within 24 hours of a message being left A response to all emails within 5 working days A written reply to all letters within 7 working days If any matter is raised by you in correspondence which requires an in-depth investigation then a letter of acknowledgment will be sent to you within 5 working days and we aim to resolve the issue within 21 days. If you have a complaint on return of your deposit then please refer to the Tenancy Dispute Service at the following address: Tenancy Deposit Scheme (TDS), PO Box 1255, Hemel Hempstead, Herts, HP1 9GN T: 0845 226 7837 W: www.tds.gb.com We always seek to provide first class customer service and to resolve any issues as quickly as possible. If you do have any problems then please do contact us so that we can address and solve them. We want to hear from you so we can learn and improve our service through the feedback you provide. If, despite going through our feedback procedure, you are not satisfied with the response you have received we have a robust formal complaints procedure. We are regulated by RICS and by the Property Ombudsman. Their contact details are listed below and are also available on our website. Once again, we will always do our best to resolve any complaint you may have before this stage is reached. Residents please contact the Ombudsman Property Service T: 0330 440 1634 or 01925 530270 E: enquiries@os-property.org W: www.ombudsman-services.org/property 15

11 Moving out We hope you will be a resident with us for at least as long as our average tenancy of four years, hopefully longer! If you do decide to move to another property, we have provided the checklist below to help make that move as straightforward as possible for you. When your move out date has been agreed, we will arrange for the inventory to be checked against the move in report. It is a good idea to keep a copy of the inventory record that you were provided with when you moved in, as this will help you cross-refer the condition of the property in preparation for the move out inventory. We do expect the property to be left in as good a condition and cleaned to a professional standard, as it was when you moved in. We are of course aware that fair wear and tear occurs during people s tenancies. Advise Allsop of any repairs you think might be necessary If you have any pets make arrangements for them on the move out day Provide Allsop with a forwarding address Cancel any regular deliveries (milk or newspapers) Check property is in good order and cleaned to a professional standard Defrost and clean fridge freezer Pack box of personal items you can use straight away at your new home (tea, coffee, toiletries, kettle) Prepare and label boxes Write down meter readings and inform utility companies Check all windows are closed and doors locked 16

12 Useful numbers and websites Government How to Rent Guide: www.gov.uk/government/uploads/system/uploads/ attachment_data/file/496709/how_ to_rent_jan_16.pdf Allsop Letting and Management website: letting.allsop.co.uk To find out who supplies your property s Gas and Electricity UK Power: 0800 326 5524 www.ukpower.co.uk/who-supplies-my-gas-and-electricity Register with the Mailing Preference Scheme to avoid receiving Junk mail: 0845 703 4599 www.mpsonline.org.uk TV licence helpline: 0300 7906165 www.tvlicensing.co.uk Government advice on private renting: www.gov.uk/private-renting/your-rights-and-responsibilities Citizens Advice Bureau: www.citizensadvice.org.uk/about-us/contact-us/ Disabled Living Foundation 0300 999 0004 www.dlf.org.uk/content/contact-us NHS non-emergency contact number: 111 Police non-emergency contact number: 101 www.police.uk/contact/101/ If you want to donate or recycle items: www.freecycle.org