The Tenants Handbook - your complete guide
The intention is for this handbook to supplement the Tenancy Agreement and although it covers much the same ground, it does so in a clearer and more readable form. It attempts to answer many general questions, however there may be times when the help of staff at Aragon Housing Association is needed in which case please do not hesitate to contact us.
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Contents
Section 1 – General Information about Aragon Housing Association
About Aragon Housing AssociationContact details
Aragon's website
Useful Addresses and Telephone Numbers
Equality and diversity
Access to information
Confidentiality
MacIntyre Housing Association
Section 2 - Your tenancy
The Assured TenancyJoint Tenancy
Occupying your home
Security of Tenure (Assured Tenants)
Succession
Sub-letting and lodgers
Preserved Right to Buy
Right to Acquire
Section 3 - Support Service
Money Advice ServiceFloating Support Service
Section 4 - Living in your home
Bogus callers and distraction burglariesNuisance and anti-social behaviour
Noise
Domestic violence
Use of your home
Pets and gardens
Racial and other harassment
‘True Vision’
Businesses
Living in flats
Section 5 - Your rent
How to pay‘Payment free’ weeks
Rent levels
Rent increases
Housing benefit
Rent arrears
Service Charges (where applicable)
Section 6 - Debt management
Are you in debt?Moving home costs
What should you do if you are in debt?
What about credit cards and unsecured loans?
What about bailiffs?
What about debt collectors?
What about bankruptcy?
Where can I get help and advice in relation to my debts?
Section 7 – Customer involvement and community development
Aragon’s commitmentResident and tenant associations
Consultation
Tenants’ newsletter
Editorial Board
Themed Customer Panels
Customer Commitee
Continuous improvement
How can you get involved?
Customer involvement and Community Development Strategy
Section 8 - Complaints and appeals
What to do if you have a complaintHow can you complain?
How soon will your complaint be dealt with?
Housing Ombudsman Service
More information
Compensation
Section 9 - Repair Service
Reporting repairs to the Maintenance DepartmentHow soon will the repair be carried out?
Providing access for repair
Tenants’ notice of repair request letter/satisfaction letter
Emergency out of hours repairs
Your responsibilities
The Association’s responsibilities
Tenants’ Right to Repair Scheme
Code of conduct for contractors – summary for tenants
Defects liability period
Having to move during repair or refurbishment work
Lettable standard for empty properties
Planned maintenance
Section 10 - Improvements
Tenants' improvementsCompensation for tenants' improvements
The Association’s improvement plans
Decent Homes Standard
Estates management
Section 11 - Looking after your home
InsuranceDecorations
Security
PVC-u windows and doors
Condensation and damp
Frost Precautions
Central Heating
Energy saving measures
Pest control
Section 12 - Safety in your home
Fire/smoke/fumesPreventing fumes
Electrical safety
Gas safety
Section 13 - Garages and parking
GaragesParking
Parking on your garden
Abandoned vehicles
Section 14 - Services for older people and people with disabilities
Retirement HousingOur support staff
Supporting People charge
Intercom and Alarm System
Schemes and services
Adaptations and assistance
Incidences of abuse
Section 15 - Do you want to move?
TransferMutual Exchange
Low cost home ownership - helping you buy a home
Section 16 - Moving out
Giving NoticeBefore you Leave
Returning Keys
Inspection
Furniture Link (Bedford)
Ending a tenancy form
Ending a tenancy form following death of a tenant
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Do you need the information in this document in a different format?
Please contact us on 01525 840505 to discuss your specific requirements.
