A handy guide to your tenancy

A handy guide to your tenancy

Welcome to your new home Thank you for renting your new home from us. We hope you will be happy in it. This handbook contains information about your home and your tenancy. If you need to know more please contact us and we will be happy to help. About York Housing Association York Housing Association was formed in 1964 and now manages over 900 homes. We have homes in York, Leeds, Ryedale, the East Riding, Scarborough, Harrogate and Hull. Our Mission is To be an excellent landlord, providing high quality housing and support services, making a positive contribution in the communities with which we work. Our Values are to Ensure that customers are a driving force behind the business. Be pro-active in finding ways to support a diverse range of individuals and local communities. Treat all those with whom we are associated equally, fairly and with respect, and actively challenge any form of discrimination. Use creativity and innovation to achieve continuous improvement. Maximise the positive environmental impact of our activities. If you need a copy of this handbook in larger print, a different format or in another language please contact us. 2

Contents Getting Involved 4 This section tells you about how you can get involved in influencing and improving the services we provide to you and other customers. Tenancies explained 7 This information explains how we allocate properties, the type of agreement that you may have, whether you can sublet all or part of your home, or exchange or transfer your tenancy. Your home 12 We have provided information here that you will need when you move in, the standard of repair that we will provide in your new home, our responsibilities and yours, with other information you might need whilst living in your home. Rent and Service Charges 20 This section provides information for you about what rent service charges and other charges mean; what the money is used for and how these are set. There is also information about how to pay your rent. Having difficulty paying your rent? 25 This section has suggestions on how we might help you if you struggle to pay your rent. We have also provided information here on what will happen if you do not deal with rent arrears and we need to take legal action. Neighbourhood and Community 27 Here, we explain our commitment to your neighbourhood and local community. It also defines anti social behaviour (ASB), what you can do if you encounter ASB and what we will do if you are responsible for causing ASB. Breaches of Tenancy 29 Sometime, situations arise when we have to apply to court to end your tenancy. This section gives you information on when this could arise, and the procedures that we have to follow. Ending your tenancy 32 This section provides the information that you need to know when you are ready, or need, to move on to other accommodation. 3

Getting Involved We are committed to providing excellent services to tenants and customers. We believe that this can only be achieved by working in partnership with our customers. We actively encourage our customers to influence how we set strategic priorities and use our resources to deliver the best possible services. So, we provide a wide range of opportunities that lets customers choose areas that are of interest to them and make best use of the amount of time they are able to commit. You may be interested in particular focus groups, customer panels, or, tenant scrutiny groups. For further details of how these operate and how you can be involved please contact us. We appreciate the time that you give to taking part and providing us with your views and opinions. We would, particularly, like you to complete the questionnaire, giving us information about yourself and your interests. Completing questionnaires and surveys will help us to provide the services that you and other customers need. This also gives you the chance to tell us if you would like to be involved in some of the opportunities that are available. 4

Getting Involved (continued) We will consult with customers using Surveys, about how satisfied you are with your new home, repairs and work carried out on your home, or our service. Questionnaires and meetings about any proposals that affect your home or neighbourhood. Meetings on capital improvement programmes for tenants to see examples of materials to be used or choose from a range of options. One off events, such as the Comments Campervan exercise to develop Local Offers House meetings in supported housing Estate or Property Inspectors We also provide information for you in our newsletters, by letter or at events about issues that affect your scheme, neighbourhood or our services, housing management surgeries or support drop-ins. Information is also available on our website. 5

Moving in Getting Involved (continued) What can you expect from YHA? We are committed to providing excellent services to tenants and customers who receive a support service from us. We also believe that everyone associated with York Housing Association has a part to play in ensuring that we deliver excellent customer service. Our Customer Service Standards and Local Offers were produced in consultation with customers and using feedback and comments that customers have made. These Standards and Offers set out what you can expect from us and these are regularly reviewed. The information is available in separate documents, please ask us for the current versions. We actively encourage feedback from our customers, so please let us know when we are doing well, or not so well. How does your feedback help us to provide excellent customer service? We want to provide services that recognise our customers as individuals. We also want to increase our understanding and knowledge of our customers and reach out to people who may not currently feel that they are able to access our services. We see comments, feedback and complaints as an opportunity to learn and improve. There may be occasions when something does not go as well as you would like. We would really like you to contact us so that we can put things right and to help us improve in the future. We will try to resolve any problems as soon as possible. If you still feel we have dealt with something badly, we have a Complaints Procedure. Please contact us for the details of this. 6

Tenancies Explained Our Allocations policy aims to let our homes in a way that helps the local authority to meet its housing functions, and to make the best use of the properties that we own or manage, taking into account the expectations of existing and prospective tenants. The Association advertises vacant properties as Choice Based Lettings, where the local authority accepts bids from interested tenants and allocates the house on the basis of housing need. If a home has been fitted with aids and adaptations, such as a walk-in shower or stairlift, we try to allocate the home to someone who will benefit from them. 7

Rights Tenancies and Explained Responsibilities (continued) At the start of your tenancy you sign a Tenancy Agreement. This is your legal contract with us. The agreement sets out your rights and responsibilities, and ours. The most common types of tenancy agreements are Secure, Assured and Assured Shorthold. Before you accept an offer of housing we tell you which type of tenancy agreement you will be signing. Secure Tenancy You will have a Secure Tenancy if one of the following applies: Your tenancy started before 15 January 1989. You have moved to another of our properties but your original tenancy started before 15 January 1989. You have moved into a property by mutual exchange and you took over a Secure tenancy. Assured Tenancy An Assured tenancy is granted to most people who become tenants on or after 15 January 1989. 8

Tenancies Explained (continued) Security of Tenure If you are a Secure or an Assured tenant you have security of tenure for as long as you occupy the property as your only or main home and do not breach your tenancy agreement. Some examples of a breach of your tenancy agreement would be nonpayment of rent, or if you, members of your family and visitors were responsible for anti-social behaviour, harassment or other criminal activity in your neighbourhood. As a Secure or Assured tenant there may be occasions when you could need a different, smaller or larger home to meet your needs. If this situation arises, please contact us for advice. There are policies in place to deal with these matters, but each situation is different. We want to provide the best possible solution for everybody, by taking all the circumstances into account. 9

Tenancies Explained (continued) It may be possible to transfer your tenancy to someone else in one of the following ways Property Transfer We keep a list of people who need to move and we will consider these tenants when another property becomes available that may meet their needs. Mutual Exchange If you want to move home, you may find another tenant who has a suitable home, and arrange to swap with them. This is called a Mutual Exchange. There are internet services that can help you to find an exchange partner, please ask for details. However, you do need to talk to us, and get our written permission before any exchange can take place. Succession (except tenants in shared housing). In the event of your death, a person who has been living with you as your partner can take over the tenancy as long as it is their only or main home, and that the tenancy has not been passed on from someone else. In some circumstances, other members of your household may succeed to your tenancy. 10

Tenancies Explained (continued) Lodgers and subletting You can take in lodgers, or sub-let part (not all) of your home, unless you are living in shared housing, as long as this does not cause overcrowding. If you are unsure about the number of people allowed to live in your property, please contact us. You will need to give us details of any lodger you take. If you receive financial support you will also need to let the relevant organisation, such as Department of Work and Pensions, know as the money you receive may be affected. If you wish to sub-let part of your home, you will need to ask for our written consent. Again this must not cause overcrowding and may affect any financial support that you receive. As the tenant you are responsible for the behaviour of any lodger or sub-tenant. Assured Shorthold Tenancy We also grant Assured Shorthold tenancies for specific reasons, such as: Supported housing which is intended to be short or medium term, when tenants will move on to settled accommodation. When we lease the property but do not own it. If you have an Assured Shorthold tenancy: You have the right to stay in the property until the end of your tenancy, so long as you do not breach your tenancy agreement. Your tenancy will last at least six months and may be subject to regular review. You can have advice and information from us to help you find somewhere else to live when your tenancy ends. 11

Your home Electricity, Gas and Water Before you move in you will need to find out who the electricity and gas suppliers are for your home. You will then need to let them know that you are the person who will be paying the bills and provide them with meter readings. Please refer to the telephone numbers and websites listed separately at the back of this handbook. You may then choose to transfer the supply to a provider of your choice, from the many suppliers that are available. You may find it helpful to use one of switching service that are available on the internet. Council Tax You will need to register with your local Council Tax department. You can do this by telephoning them or you may be able to do this online using their website. You will need to give the date your tenancy started, your personal details and details of anyone who lives with you. Television Licence It is important that you register for a, or transfer your existing, TV licence straight away. If you are caught using your TV without a licence you may have to pay a fine. You may be able to use some of the easy payment methods that are available. 12

Your home (continued) Telephone, Internet Access and TV services You will need to notify your existing provider that you have moved. Or, if you need to arrange these services, you can choose your provider from the large numbers that are now available. You may find comparison services, available on the internet, useful to refer to. You will also need to arrange for your mail to be re-directed from your previous address and you may need to register with a local doctor and dentist. Please ask us for our checklist of other organisations that you might also need to notify. What to expect when you move into your new home We aim to give you a high standard of customer care, and provide high quality homes. We also want to get our relationship with you off to a good start, so we have set a Lettable Standard and a Decoration Standard. All our properties must reach these standards when a new tenancy commences. Where you have any concerns about the condition of the home, we expect you to discus these with us before you sign your tenancy agreement. There is a separate leaflet which deals with Repairs, Home Improvements and Adaptations. 13

Your home (continued) Lettable Standard and Decorating Standards mean that you can expect the following: Kitchens will have a stainless steel sink and drainer, worktops, space for a cooker and plumbing for a washing machine. Bathrooms will be well sealed and be tiled to at least a height of three tiles. If there is a shower it will be tiled to full height There will be gas central heating, electric storage heaters or other form of sustainable heating system. Internal window glazing will meet current safety standards A gas safety check will have been carried out Electrical fixtures and fittings will be in good working order There will be loft insulation Doors will have a sturdy door frame and where possible mortice locks are fitted. Kitchen and bathroom surfaces will be clean The property, gardens and driveways will be clear of waste and rubbish. Wallpapered surfaces are not torn or of poor quality Unpapered surfaces have a smooth plaster finish Surfaces are free from marks, mould, tacks/nails and adhesive products (such as blu tack) Walls, ceilings and woodwork are acceptable colours. 14

Your home (continued) Repairs If you are a Secure, Assured or Assured Shorthold tenant you have the right for certain repairs to be done within a set time. These repairs are known as qualifying repairs, that need doing, which could endanger your health, safety, or security, if we did not do them within the set time, and would cost us less than 250 to carry out. If we have not done these repairs within the set time and you have asked us twice to do so, we may pay you compensation. Emergency Repairs for the following events should be reported immediately on the Repairs Hotline 08456054050 during office hours or out of hours on the Emergency Repairs Hotline 08456015676. These will be responded to within 24 hours. Gas Leaks report to Transco immediately Total supply failure, where this is YHA s responsibility water - gas - electricity Burst water tanks or pipes. Severe flooding. Collapsed roofs, ceilings, floors or walls. Severe fire damage. Blockage of the only toilet in the house. Failure of warden call systems or fire alarm systems Heating or hot water loss in severe weather Missing or dangerously broken manhole covers Damage making a property (or room in shared accommodation) impossible to secure Any defects that might injure you or affect your health, including unsafe electrical fittings, blocked flues, broken or missing steps or handrails. 15

Your home (continued) Further details of our repairs services are available in a separate leaflet, including an explanation of what are considered urgent and essential repairs. repairs that the Association will carry out repairs that are your responsibility what happens after you report a repair what to do if the work is not done within the set time Adaptations Sometimes deteriorating health conditions or disability makes carrying out daily tasks difficult. If this is the case, please contact us and we will see if there are simple measures that can be put in place to help you. If you talk to us we may also point you towards other organisations, who can offer further help for you. Improvements You may be able to carry out improvements to your home, provided you ask us for permission before you do so. You may when your tenancy ends also be entitled to compensation for the improvements you carried out. Please contact us for further information. 16

Your home (continued) Keys You will need to keep a spare set of keys in a safe place, perhaps with a relative or friend. We will not be able to get you back into your home if you lock yourself out or lose your keys as we do not hold spare keys for most of our properties. Occasionally we may need to enter your home in an emergency and we will always try to contact you first. If you are unavailable and someone else holds a spare set of keys we will also try to contact them, so please let us know their name and telephone number. In rare circumstances, if there is an emergency that endangers others, or is a matter of health and safety, we may have to force entry into your home. Security Make sure your home is as secure as possible to help reduce the risk of burglary. Your contents insurers or your local crime prevention team can offer advice on how to improve security. It is important that you don t let strangers into your home until you have seen proof of their identity. Our staff and any contractors we send to your home will have an ID card. Please ask to see it. Insurance Buildings insurance for rented or leasehold properties is organised by YHA, but you will need to obtain contents insurance to cover your household and personal items. Please note the Association cannot claim for any items of tenants personal contents from our insurance policy. We can give you information about a low priced insurance scheme that allows you to pay by instalments. Please contact us for details. 17

Your home (continued) Working from Home We are happy for you to work from home or run a business from home as long as you get our permission first. We need to make sure that the type of work you plan to do is not likely to disturb your neighbours. If you would like to work from home please contact us to discuss this. Pets We understand the benefits that having a pet can bring and we try to allow this wherever possible. Please ask us and we can tell you whether you are able to have pets in your home. There are some properties that may not be suitable for cats and dogs, for example shared accommodation or properties that do not have their own entrance or garden. You will have to put right any damage that your pet causes to the property. Gardens If you have a private garden please keep it tidy by cutting the grass and weeding regularly. We will take action against those tenants who do not maintain their gardens to a reasonable standard. YHA is responsible for looking after communal gardens and uses contracted gardeners to do this work. We will tell you what work is to be carried out by them on a regular basis. Some tenants may wish to look after an area of communal garden close to their home. If you wish to do so please talk to your Housing Officer. Pests and Vermin You must take action if you have problems with vermin or insect infestations, as these can cause damage to your home or can become a risk to your health. There are a number of products readily available from most DIY and hardware stores, who will provide advice. But, if you have any concerns, please contact us to discuss these. 18

Your home (continued) Household Rubbish Please help to keep the area surrounding your home tidy and clear. Please dispose of rubbish carefully in sealed containers and bags. Recycle wherever possible, by using the refuse stores, bins and recycling facilities that are available in your local area. Communal bins and binstores Where communal bin storage areas are available it is important that rubbish is disposed of carefully in the correct bins. Disposing of larger items If you have any large items such as unwanted furniture contact your local authority to arrange for this to be removed. Do not leave unwanted household items or rubbish in your garden as this can become an eyesore or attract vermin. 19

Rents and Service Charges What does your rent consist of? Net Rent The main part of the rent you pay is usually called the net rent. For some tenants, whose rent does not include any additional charges, like service charges, it is the only part. It is the basic charge for the property itself. The net rent puts a value on your property which compares fairly with our other properties and with the rents charged by other social landlords in the area. Service Charges In many cases, we provide other services to your home which are over and above the basic charge but are a necessary part of living there. Services are usually provided to whole estates or to particular groupings of tenants. Typical examples are estate lighting, maintenance of any communal grounds, heating in shared housing or staff who support people in sheltered or supported housing schemes. The services which apply to your own tenancy are listed in the schedule attached to your tenancy agreement. To pay for these services, we make a service charge which you pay as well as the net rent. Furniture Charges We may provide furniture for the sole use of an individual tenancy, for example in a tenant s own room in a shared house. This will be paid for through a furniture charge. A furniture charge is in addition to rent, and is reviewed in much the same way as the service charge. We may provide furniture for communal use, for example in a community building on a sheltered scheme, or in the common parts of a shared house. This is treated as a service and included in the service charge. 20

Rents and Service Charges (continued) Support services If you receive a support service from a Support Worker in either supported housing or sheltered accommodation, you will pay a support charge. If you receive financial help to pay your rent, this support charge may be paid for you. If you are on a low income, you may be entitled to a means tested benefit to pay for the service. If your circumstances change, or you later become entitled to any other financial benefits, it is important that you let us know. We can then check to see if help is available to pay the support charge for you. Please speak to us and we will be able to explain the help that may be available to pay the support charges. Other Charges In some tenancies, for example in all our shared housing, we may have to collect and pay certain fees, such as water rates, sewerage and environmental charges, and council tax. Where these charges apply, these charges form part of the total amount you pay us. Where we collect council tax, our charge to cover this is reviewed with net rents. We inform you about any change when you get your new rent total. Water and sewerage/environmental charges are not strictly a part of rent and are reviewed in a different way. There may be changes in the sum we collect for water and sewerage companies. These usually come into effect from 1 April each year. We will tell you about these changes quite separately from changes in your rent. Tenants in most of our self-contained housing are responsible for paying their own water, sewerage and council tax bills direct. 21

Rents and Service Charges (continued) Who sets your rent and service charge? We set the rent for our properties in line with our rent policy and following government guidance. If you have a secure tenancy, a Fair Rent applies (see Tenancies Explained, page 8). This means that the rent is set by an independent Rent Officer and we can t charge more than this set figure. For other tenancy types, we review the rent every year, in line with the terms of your tenancy agreement. When we do the review we apply a common, fixed percentage to the net rents of all our properties. The percentage reflects inflation over the previous year, and takes account of two national indicators, the Retail Price Index and the Index of Average Earnings. We review the service charge at the same time as we review the net rent. In calculating service charges, we only cover our estimated costs of providing services. Most of our services are provided on a communal basis, and so we divide up the total cost between all the tenants who receive them. We can t charge each tenant individually for their personal use of the service. We aim, however, to be as fair as possible and make sure that everyone gets value for money. We will tell you about any changes to your rent and service charges at the same time, by giving you at least four weeks notice of the amendment. 22

Rents and Service Charges (continued) What does your rent pay for? The rent you pay covers the various costs we have to meet. When we provide new homes we need to borrow money to build these, and so, we depend on our income from rents to pay back the loans. As a responsible social landlord we also need to keep our properties in good repair, provide an effective service and put money aside to pay for major repairs such as window replacements or re-roofing. Meeting these responsibilities is dependent on us receiving income from rents. Your opinions on what we charge We try to keep rents, service charges and methods of charging as fair and reasonable as possible. All of our notices of rent increase invite tenants to contact us with any queries or concerns they have about a new rent. We are glad to hear your opinions, receive feedback and answer questions about this. Do tell us what you think about: Accommodation and facilities Services that we provide We are willing to consider other services that we don t offer at present, but everyone in the scheme would need to be in agreement to the change in their tenancy agreement. 23

Rents and Service Charges (continued) How to pay your rent At the start of your tenancy you will be asked how you will be paying your rent. You can choose from several ways of paying your rent. If you need any help setting up a payment method or would like to change the way in which you pay rent, please contact us to discuss this. We will send you a full rent statement every three months showing the rent that we have charged and the rent that you have paid. If you need help to understand your rent statement, please ask us. It is important that you contact us for help and advice if you have, or are likely to have, problems in paying your rent. The sooner you tell us about these problems, the sooner we can provide the advice and support to help you through your difficulties. You can arrange to pay your rent by: Direct Debit, Standing Order or Internet Banking from your bank account. Payment Card to pay your rent by cash, cheque or debit card, at the post office or a wide range of local stores. At our office - you can pay by cheque or cash at our Alpha Court office during opening hours. Post - you can post cheques and crossed postal orders, payable to York Housing Association Ltd, to our Alpha Court office. Please write your name and address on the back of the cheque. Please do not send cash through the post unless it is sent Special Delivery from the Post Office, so that the contents can be compensated for if the money is lost by them. 24

Having difficulty paying your rent? Are you able to ask for any financial help? Tenants on low incomes, who are unemployed or who suffer long term ill-health may be able to get financial help to pay their rent. We can offer advice and help to fill out claim forms, or we can refer you to other organisations who can offer further assistance. Please ensure that you contact us if your circumstances change, so that we can provide the help and advice that you need. Changes of circumstances may include a change in your income or family size. Help may be available to cover all of your rent. But for some tenants, only part of the rent will be covered and you will have to pay the rest of the rent. For example, if under the rules your household are considered to have more bedrooms than you need, or if your rent includes a service charge for fuel, water or sewerage. 25

Having difficulty paying your rent? (continued) What happens if I don t pay my rent? You may be tempted to miss rent payments because of other bills. This means that you will fall into rent arrears. This is a breach of your tenancy and we can take legal action to repossess your home - the procedure for legal action is detailed in Breach of Tenancy on page 29. We don t want to do this and would apply to court only as a last resort, but if you allow the arrears to build up, we may have to. Often, we can arrange for you to pay any arrears by instalments. Please don t sit worrying - talk to us It is in your interest that we work together to see that you don t breach your tenancy agreement. If you work with us and keep to your arrangements we can avoid legal action. Please arrange to see one of our staff, at our offices or at your home, as soon as you begin to have problems. We can offer help on claiming any financial help that you are entitled to. Or, we can help with budgeting using a Personal Budget Sheet to work out your income and what you need to pay. Remember - it is in your own interest to avoid court action because court costs would be added to your debt and you would be at risk of losing your home. 26

Neighbourhood and Communities We believe that it is important that communal areas are clean and neighbourhoods are safe places to live. We work with customers to improve the local environment and listen to tenant feedback (please see Getting Involved on page 4). This feedback is used to improve the services that we provide to tenants as part of their tenancy agreement. We also work in partnership with local authority departments, such as Waste Services and other organisations, such as Police Community Support Officers to maintain clean and safe public areas. We recognise the importance of preventing and resolving anti-social behaviour (ASB), nuisance, harassment and hate incidents, because ASB often has far reaching consequences and multiple causes. People who suffer nuisance, harassment and ASB are less likely to enjoy a good quality of life or the benefits of living in a safe community. We are committed to working with everyone who is affected by the behaviour and to working with other organisations to provide effective and long-term solutions. What is Anti-Social Behaviour? ASB is conduct which is capable of causing a nuisance or annoyance to any person. This may be criminal activity, drug dealing, unprovoked assault, racial or sexual harassment, domestic violence, intimidation, vandalism and damage to property. It may also be less serious, but thoughtless, frequent and annoying behaviour, including lack of control of children and pets, upkeep of gardens, excessive noise, verbal harassment and abuse, boundary disputes and unauthorised use of premises. 27

Neighbourhood and Communities (continued) What can I do if I encounter ASB? Please report ASB to us as soon as possible and we will then investigate the situation. We will keep you informed of our progress and let you know what action we can undertake. When a case is resolved, we will ask for your feedback on how we have dealt with your case. How will the person responsible for the behaviour be dealt with? We will contact those responsible for the behaviour to discuss this with them and inform them of any breaches of tenancy they have committed. If necessary, we will give them advice and support to help them to change any behaviour which causes a nuisance. Where serious breaches of tenancy arise we may take action through the courts - for further information please refer to Breach of Tenancy (page 29). We also have a leaflet which explains: how we deal with reports of ASB what you can expect from us as your landlord Our Promise to You Our Promise to You Tackling Anti Social Behaviour Tackling Anti Social Behaviour Our Promise to You A Guide for Tenants Tackling Anti Social Behaviour A Guide for Tenants A Guide for Tenants how you can expect to be dealt with if it is alleged that you are causing ASB Please contact us for a copy of this leaflet, or if you need to report an incident of ASB. Tel: 01904 636061 Tel: 01904 636061 Tel: 01904 636061 devel tomorrow s affordable deve tomorrow s affordable dev tomorrow s affordable homes homes homes 28

Breach of Tenancy At the start of your tenancy you sign a Tenancy Agreement, which is your legal contract with us. The agreement sets out your rights and responsibilities. As long as you do not break any of the terms of your tenancy agreement you can stay in the property for as long as you choose. This does not apply if you have an Assured Shorthold tenancy see Tenancies Explained on page 11. Non-payment of rent or anti-social behaviour are both examples of Breach of Tenancy. If you have any queries about the terms of your tenancy agreement, rent arrears or if you are a victim of anti-social behaviour, harassment or hate crime, please contact us for more information. What happens if I break a condition of my tenancy agreement? If you break your tenancy agreement we will explain what you have done wrong and ask you to put matters right. If you do so we will not take any further action. If you do not put matters right we may have to serve you with a Notice of Intention to Seek Possession. This is a legal document and is the first step towards Court action to repossess the property. The Notice must give our reasons for seeking possession and will normally run for 28 days before we can apply for a hearing date. What we do next will depend on your actions during that time. If you are no longer breaking your tenancy agreement or are making efforts to comply (for example if you are in rent arrears and are paying these as agreed) then we will take no further action. The Notice will remain in force for 12 months. 29

Breach of Tenancy (continued) Severe breach of tenancy Where there is a severe breach of your tenancy agreement, which affects the rights of other people, the Notice may run for only 14 days before we can apply for a Court hearing. Severe breaches include: violence against other tenants or people who work with us Would I be taken to Court? If you do not put right the breach of tenancy or the matter is very serious then we can apply for a Court hearing. We will let you know that we are doing this. The Court will tell you the date for the hearing and ask you to attend the hearing. extreme anti-social behaviour On occasions we may apply to the court for a Tenancy Demotion judgement. If such an order is made, you will lose some of your rights as a tenant. If you breach your tenancy again, the Court will order you to be evicted. 30

Breach of Tenancy (continued) What happens in Court? We will present our case and you will have the chance to respond. We would not usually ask to repossess your home at once but would ask the Judge to give a Suspended Possession Order. This means you will not lose your home if you keep to the conditions that the Court sets. In very serious cases we may ask the Court to let us repossess your home straight away. If this is the case the Court will decide on a date when you would have to leave the property. In all cases we would ask the Court to award costs to us. This means you would have to pay our court costs. Can I lose my home? When the court has granted a re-possession order, we can apply for a warrant for eviction if you do not keep to the conditions the court has set. The Court will then tell you when you must leave the property. It is rare for us to evict tenants but we will take firm action if you breach your tenancy agreement. It is in your interests to contact us if you know you are breaching your tenancy agreement, or if you are a victim of a breach of tenancy. Our staff can offer help and advice if you let us know there is a problem. 31

Ending your tenancy Giving notice to end your tenancy When you wish to end your tenancy you will need to give four weeks notice in writing to our office at 2 Alpha Court, Monks Cross Drive, Huntington, York YO32 9WN. In the event of your death (or if you lose the capacity to deal with your own affairs) then we will deal with the executor or administrator of your estate, your legal or personal representatives to bring your tenancy to an end. In all cases, rent (and all bills to other organisations, such as utility companies) will continue to be payable until the tenancy ends. Please talk to us if you have any concerns, and please ask us for the separate leaflet that provides further advice. During the four week notice period During the notice period a member of staff will inspect the property including the state of decorations. We will tell you if you need to put anything right before your tenancy ends. If you don t finish any work we ask you to do, we will charge you for the cost of doing the work. We may contact you to arrange to show prospective tenants around the property before you leave. If you have made any home improvements that qualify for compensation then this is the time to make a claim. Please speak to a member of staff and refer to the separate leaflet, Repairs, Home Improvements and Adaptations. 32

Ending your tenancy (continued) Who needs to know about your move? Where you are responsible for paying bills, you will need to continue to pay these until the date your tenancy ends. Please inform the following organisations of the tenancy end date, your new address and meter readings (where appropriate): Council Tax office Water and sewerage companies Gas and Electricity supplier Television Licence Telephone, Internet Access and TV service providers You can use our check list to make sure you notify everyone when you move out (and when you move into your new home). Standard letters are also available to write to these companies. Just add your personal details and meter readings. The checklist and letters are available on our website www.yorkha.org.uk, or you can ask any member of staff for help. Our website also tells you how to organise and pay for re-direction of your mail. 33

Ending your tenancy (continued) At the end of your tenancy Please make sure you have paid your rent and any outstanding re-charges and legal costs, in full. You must leave the property clean, tidy and in good decorative order. Make sure you remove all your own furniture, personal items and rubbish. We accept no responsibility for any of your belongings left at the property at the end of your tenancy. We will dispose of anything you leave behind and we will charge you for this and any other repairs that you have been asked to do. Please return all your keys. If you don t return your keys we will charge you rent and any other related costs until we get the locks changed. You will also need to give us your new address in case we need to contact you. As a thank you for a well conducted tenancy and for leaving your home clean, tidy and in good decorative order, we will give you a 20 voucher. If you have any further questions or any worries about the condition of your home, please contact any staff member who will be very pleased to help. 34

Contacting us Office Tel 01904 636061 Repairs Hotline 0845 605 4050 The office and Repairs Hotline are open Monday to Friday from 9am - 5pm, excluding Bank Holidays. If you call outside of office hours, you can leave a message on our answerphone. Emergency Repairs Hotline 0845 601 5676 Out of office hours only Please refer to the repairs sections to help you decide if your repair is considered to be an Emergency Repairs Email info@yorkha.org.uk or if you have a contact name you can email directly. Use the following email format firstnamelastname@yorkha.org.uk Website www.yorkha.org.uk Our website contains information about the Association, your home and tenancy, and news about the work that we are doing. Twitter You can follow us, and tweet us, on twitter@york_ha Design www.redbonsai.co.uk 2 Alpha Court, Monks Cross Drive, Huntington, York Y032 9WN T: 01904 636061 F: 01904 612623 E: info@yorkha.org.uk www.yorkha.org.uk York Housing Association Ltd. is a housing association with charitable status. Registered as an Industrial and Provident Society No.16826R. Registered with the Tenant Services Authority No L1019