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Council Housing Tenant Handbook

Making the most of your home

We hope that you will enjoy living in your new home and becoming part of your new community. There are a few things to bear in mind which will help you to keep safe, manage your tenancy properly and be kind to the environment too.

Home Contents Insurance

Wiltshire Council offers a tailored home contents insurance policy created specifically for its tenants and arranged by Aon through Aviva. You can get a minimum of £4,000 worth of protection for as little as 36p per week. The cost of insurance is payable weekly along with your rent. To request a quote or to arrange cover please speak to your neighbourhood officer

Tel: 0300 456 0117 - option 4

Email: HSGMail@wiltshire.gov.uk (opens new window)

Write to us or visit us: Housing Management, Wiltshire Council, Council House, Bourne Hill, Salisbury SP1 3UZ

What to do if there is a fire

  • Try to be calm and don't panic
  • Get everyone out as quickly as possible, closing doors as you leave to prevent the spread of fire
  • Do not use the lift under any circumstances
  • Call the Fire Service (999) from somewhere safe to do so (e.g. a neighbour's house, public phone or shop)
  • Do not re-enter the house for any reason until you are told it is safe to do so by the Fire and Rescue Service
  • Remember even if your "pay as you go" mobile phone has run out of credit it will still allow you to call 999

Fire Safety Advice

Make sure all people in your property are made aware of an escape route, or plan, in the event of a fire.

  • Always allow access for us to service and repair your fitted smoke alarm
  • Keep matches away from children. If you do keep matches in your house, make sure they are in a place children cannot reach them
  • If you smoke, make sure all cigarettes and matches are put out properly and ensure you check ashtrays before retiring to bed
  • Do not leave pans on the cooker unattended, especially pans of oil
  • Avoid using bottled gas heaters and paraffin heaters (they are not allowed in buildings at all which are over three storeys tall). If you do have to use these types of heaters, follow the manufacturer's instructions. Store and dispose of gas bottles properly. Do not store flammable liquids in your property.
  • Do not dry or air clothes near heaters, cookers, or open fires. Make sure that open fires have fireguards
  • Switch off and pull the plug out of the socket of any electrical appliances that are not in use. Some appliances such as freezers are meant to be left on (see manufacturer's instructions).
  • Close doors especially at bedtime, to prevent fire spreading.
  • Keep corridors and landings clear of obstructions, flammable material or naked flame heating (e.g. gas or paraffin heaters)
  • Do not store rubbish or belongings below the stair
  • Test your smoke detector on a regular basis.
  • Make sure you know where the keys to the front door and windows are kept. Ideally your door should have a thumb turn lock.

If you may need help to leave a building in the event of a fire due to restricted mobility or a disability, please inform your Housing Officer. This enables us to put a specific plan in place and alerts the fire service on arrival.

We work in partnership with Dorset and Wiltshire Fire & Rescue Service. To request a free Safe and Well Visit call 0800 038 2323

Fire Risk Assessments

Fire risk assessments (FRA) are carried out every three years in the communal parts of blocks of flats. Any remedial works are carried out resulting from these surveys. As a resident you are entitled to view these reports and be notified of any actions. Contact 0300456 0117 option 2 or hsgenquiries@wiltshire.gov.uk (opens new window) to request a copy.

Fire Doors

Fire Doors are a very important part of fire safety in your home and in communal areas. They protect from spread of smoke and fire.

  • Never leave fire doors propped open and never remove a closing device
  • Do not alter your fire door to fit additional locks, letterboxes, and cat flaps
  • As your landlord we have a legal obligation to inspect all flat front doors annually. We will write and inform you when we would like to attend to inspect your fire door.
  • If you believe your door is damaged, please report it to us. 0300 456 0117 option 2   

As a leaseholder/shared owner it is your responsibility to obligate funds for the fire door replacement. We can advise on a suitable certified contractor to supply and fit fire doors.

If you become trapped in your home by a fire

You should:

  • Close the door to the room you are in
  • Try to seal any gaps under the door with clothes or a towel, to stop smoke entering.
  • Where possible cover your face to prevent inhaling the smoke
  • Shout for help out of the window asking passers-by to call the fire brigade
  • Remember that if you live in a flat or maisonette and a fire breaks out in another part of the building it should be safe to stay in your home. Many purpose-built blocks have fire safety measures built into them. However, if your home is affected by heat or smoke follow the above advice "What to do if there is a fire". In both cases, call the fire brigade when it is safe to do so.

Electrical safety

  • Know where your meter is located and ensure you have an access key.
  • Switch off any appliances when not in use and pull out any plugs.
  • Never take electrical appliances into the bathroom.
  • Do not overload sockets.
  • Do not touch electrical appliances with wet hands.
  • Get to know your fuse board and how it works.
  • Keep sockets safe from children by fitting socket covers
  • Report all broken switches, plugs and light fittings or any exposed wiring to our repairs service.

Advice on what may cause your electricity to go off, and how to re-set the trip switches, can be found in the repairs reporting guide for tenants

Heating and hot water

Communal heating or hot water supplies

  • Some council properties have a communal heating and/or hot water supply. If you are not sure, please contact us. The council will carry out any repairs to these communal systems. Please remember some communal heating systems are turned off during the summer months. 
  • You are advised to keep your own electric heater for emergencies.
  • If you are elderly, disabled, or have a baby and your heating has broken down during the winter months (1 October to 30 March), the council can provide you with a temporary heater until we carry out the repair.

Individual heating and hot water systems

  • If you are unsure how to operate your heating and hot water system please contact us.
  • If your heating or hot water stops working, please check that your gas or electricity meter has not run out of credit before you report the breakdown.
  • If you are elderly, disabled, or have a baby and your heating has broken down during the winter months (1 October 30 March), the council can provide you with a temporary heater until we carry out the repair.

Water supplies and plumbing

Stopcocks

All tenants should know where their mains stopcock is located in case of a major leak. It is usually located under the kitchen sink or near the front door. If you cannot find it or are unsure, please contact us.

When your water supply has been turned off you will not be able to draw off any hot water once your tank is empty. You should, therefore, damp down or turn off the boiler straightaway to prevent damage to the cylinder and boiler.

There are other stopcocks/ servicing valves in your house and you should be familiar with what they do in case of emergencies.

Once a year, stopcocks and servicing valves should be turned once and then back again to stop them seizing up.

Back boilers

If you have a back boiler and hear it bubbling or boiling, damp down the fire and let it go out. You should telephone our repairs service immediately.

Taps

Over-tightening of taps causes the washer to wear out more quickly than necessary. Remember to turn the water supply off at the appropriate stopcock before replacing the washer.

Frozen pipes

Winter weather can bring problems for all householders. Here are some simple steps you can take to protect your property from frozen or burst pipes.

Before winter sets in:

  • test your mains stopcock
  • check you do not have any dripping taps and replace the tap washers when necessary
  • check that any pipes near outside walls and external taps are lagged.

If you are away from home during the winter period:

  • turn off the stopcock
  • turn on the bath/sink cold-water taps empty the toilet cistern by flushing it
  • if you have central heating, leave it on a low or frost setting. On returning home, make sure you turn off your bath and sink cold-water taps, before turning the stopcock back on. If you suspect a pipe has frozen please contact our repairs service.

Burst pipes

To stop water flowing from a burst pipe, shut the main stopcock and open all taps to run off water from the pipes and tank. If you have a burst pipe you should:

  • turn off the electricity at the mains switch on the fuse board as long as there is no water near your mains switch; the fuse board or box will usually be located near the front door or under the stairs
  • turn off the stopcock
  • turn off the central heating/hot water boiler
  • put a container under any leak to try to catch the water, if you can
  • contact our repairs service.

Overflow pipes

Overflow pipes remove excess water from your toilet cistern or heating/ hot water system. These do not normally drip unless there is something not working properly. Therefore, please report any dripping overflow pipe to our repairs service.

If you have a loss of water supply

If you discover that your water supply has stopped for any reason, make sure all your taps are turned off (clockwise) and inform our repairs service.

Blockages

Advice on how to unblock a bath, basin, shower, sink or toilet can be found in the repairs reporting guide for tenants.

Keep your home free from damp and mould

Damp conditions can cause mould to grow on walls and furniture. Damp cold housing encourages the growth of mould and mites, which can increase the risk of respiratory illnesses in some people.

Some damp is caused by condensation and here are some tips on how you can keep it to a minimum, so reducing the risk of dampness and mould growth.

What is condensation?

It starts as moisture or steam that is produced by cooking, washing or drying clothes indoors. Condensation occurs mainly during cold weather as the moisture turns to water (condenses) on cool surfaces such as mirrors, wall tiles, windows and even some clothes. It appears in places where there is little movement of air such as corners as well as in or behind wardrobes and cupboards.

How to avoid condensation

These steps will help you reduce the condensation in your home.

Produce less moisture:

  • Cover pans when cooking
  • Dry clothes outdoors whenever possible, otherwise use well ventilated rooms
  • Vent your tumble dryer to the outside
  • Avoid using paraffin or flueless bottled gas heaters - the gas produces a lot of moisture

Control excess moisture:

  • Close kitchen and bathroom doors to prevent steam going into other rooms
  • Open kitchen and bathroom windows when cooking or washing (and for a while after) so that steam can escape; use an extractor fan if you have one
  • Open some windows in other rooms for a while each day to allow a change of air
  • Prevent mould forming by wiping down surfaces where moisture settles.
  • Do not block air vents

Keep your house warm:

  • If possible, keep low background heat on all day, with background ventilation
  • Take steps to prevent heat escaping, taking care not to block air vents
  • Is it condensation?
  • Condensation is not the only cause of damp. It can also come from:
  • Leaking pipes, wastes or overflows.
  • Rain seeping through the roof where a tile or slate is missing, spilling from a blocked gutter, penetrating around window frames, or leaking through a cracked pipe.
  • Rising damp due to a defective damp-course or because there is no damp-course.
  • These causes of damp often leave a 'tidemark' and if your home is affected you should contact the repairs team, so this can be investigated.

First steps against mould

To kill and remove mould, first wipe down walls and window frames with water to remove the surface mould then apply a specialist mould treatment which you can get from a hardware shop or DIY store. Follow the manufacturer's instructions precisely. Do not use bleach or washing up liquid to remove mould.

After treatment redecorate using a good quality fungicidal paint to help prevent mould. Note that this paint is not effective if overlaid with ordinary paints or wallpaper. When wallpapering, use a paste containing a fungicide to prevent further mould growth.

Dry-clean mildewed clothes and shampoo carpets as disturbing mould by brushing or vacuum cleaning can increase the risk of respiratory problems. The only lasting way of avoiding severe mould is to eliminate dampness.

Security

Crime reduction

If you would like advice concerning the security of your home there are crime reduction officers at your local police station. Telephone 101 for your local crime reduction officer. They will be able to give advice over the telephone and can visit you in your own home. The crime reduction office also has a range of useful leaflets which give general advice on all aspects of crime prevention in your home. Otherwise, you can look at their website at Wiltshire Police (opens new window)which has a more detailed range of advice and information

 Most burglaries are committed by opportunist thieves. Remember one quarter of all burglaries committed don't use force to enter a property.

Think like a burglar - would there be an easy way to break into your home?

Windows and doors

  • Make sure you close your doors and windows when you are not at home.
  • Make sure the locks on your doors and windows are in good condition and that you use them. For safety reasons, if you have window locks, hang the key near the window, but out of sight of burglars.
  • When you leave your home, even for a short time, make sure you lock your door properly. Remember that on some modern doors, the key needs an extra turn, sometimes lifting the door handle up at the same time.
  • Make sure that people cannot open your door or take a key out of the lock by putting their hand or a tool through the letterbox; fit a deflector to stop people doing this.

Keys

  • Do not hide spare keys near your front door; instead leave a set with a trusted neighbour, relative or friend.
  • Try not to have anything on your key ring that will identify where you live.
  • If you do lose your keys it is wise to change the locks.
  • The council will not pay for new locks or keys if you lose them. If the council has to gain entry to your property, you will usually have to pay for any repairs or new locks.

Answering the door - bogus callers

  • Always make sure you are satisfied with someone's identity before letting them into your home. Remember bogus callers can be men, women or children. They can be dressed smartly or be in uniform.
  • Use your viewer or look through a window before opening the door.
  • Always put a chain on before opening the door.
  • If you are unsure, talk to the caller through the letterbox or a window.
  • If a caller claims he is from the gas, electric, water board or the council, ask to see his name badge with his photo on it. Don't let them hurry you by telling you it is an emergency; all genuine callers will carry ID badges. Close the door and telephone their company using the number from your phone book (not from his ID card) to check he is genuine. If you are unsure, telephone a friend or neighbour to help you. Many utilities companies operate a password system that any caller from these companies will use when they call at your door. Telephone them to agree a password.
  • Close your door if you have to get something for a caller, otherwise someone might sneak in behind you.

Sheds and gardens

  • Make sure your shed has a secure lock on it. Use a battery powered alarm. These can be obtained from hardware stores.
  • Always permanently mark, with your postcode and the number of your house or flat, any large items of value. Marking them will make them of less value to burglars. Where possible secure these items with a chain. Remember your tools and ladders can help a burglar get into your home.

Lighting

  • If you are out and likely to return after dark, leave a light on.
  • Use timer switches on lamps (these can be bought from DIY stores) when you are out for longer periods.
  • Consider using energy saving bulbs on inside and outside security lighting.
  • Remember to call the crime reduction team at Wiltshire Police on 101 who will be able to discuss any concerns you have.

Going away?

  • Do not leave notes or messages on your answer machine suggesting that you are going away.
  • Arrange for a trusted neighbour to keep an eye on your home whilst you are away. Leave any contact details with this person.
  • Ask them to open and close curtains, turn lights on and off and take mail out of the letterbox.
  • Leave a battery-operated radio tuned into a 'talking' station.
  • Remember to cancel deliveries.

Energy advice

We aim to make sure that the housing stock within the county area is energy efficient to minimise greenhouse gas emissions in line with the council's climate change policy. With regard to the council's own housing stock, we will aim to keep the energy rating in the top quarter of all local authorities.

So much of the power we pay for is power we do not even use. Appliances on standby, lights left on in unused rooms and computers that never get switched off are putting pounds on your bill. Switching off and maintaining your household items will soon make savings and help you to be more energy efficient.

Top tips

  • Make sure you are using energy saving light bulbs
  • Turning down your thermostat by one degree can cut your fuel costs by 10%
  • Close your curtains at dusk to keep heat in
  • Wait until you have a full load before using the washing machine
  • Turn lights and other electrical items off when leaving a room
  • Don't leave the fridge door open for longer than necessary
  • Don't leave your TV and other appliances on 'standby'
  • Only boil the water you need in the kettle, don't fill it up if you are only making one hot drink
  • Some of our properties run off the landlord heating system which is energy efficient, helps save you money, and spreads the cost over the year
  • Another way to cut down your fuel bill is to check with other energy suppliers whether you can get a better deal. You can also look for suppliers who provide energy from more sustainable sources ('green' energy).

Energy Angels

Energy Angels is a free and impartial switching service that helps home energy users to find the best deals for your gas and electricity. With energy bills on the rise you can call their freephone number to find the best price for your gas and electricity.

Telephone: 01902 585500
If you call from a mobile you will be charged at your Network Provider's rate

Website: http://energyangels.co.uk/wiltshire/ (opens new window)

Waste and recycling

The average household in Wiltshire produces over one tonne of waste a year, but most people should be able to recycle over half the contents of their bin.

You can recycle a wide range of materials from the kerbside and at the household recycling centres. This helps us to reduce the amount of waste we send to landfill and means we are working towards recycling 50% of all Wiltshire's waste.

You can recycle your waste by using your:

  • Black box collection
  • Plastic bottle and cardboard collection
  • Optional garden waste collection service (charges apply)

(Facilities may vary at flats that have communal collection points) If you have larger items such as furniture, fridges or washing machines you can arrange a large item collection, or if they are in reasonable condition can be donated to various furniture recycling charities.

For further information, including checking your collection dates, ordering a new/replacement bin or to request assistance with your collections please contact the waste service;

Call: 0300 456 0102

Website: wiltshire.gov.uk/waste

Pest Control

The Wiltshire Council pest control service can help. They treat:

  • rats
  • mice
  • squirrels
  •  cockroaches
  • bedbugs
  • fleas
  • carpet moths
  • cluster flies, and
  • wasps

They have highly experienced, friendly officers and can offer fast appointment times.

Discounts are available for residents in receipt of means tested benefits. For more details, or to arrange a visit from a member of the pest control team;

Web: www.wiltshire.gov.uk/pestcontrol

Tel: 0300 456 0100

Email: customerservices@wiltshire.gov.uk (opens new window)

Write to us or visit us: Public Protection Service Wiltshire Council, Council House, Bourne Hill, Salisbury SP1 3UZ

Adaptations to your council home

Funding is available to help council tenants continue to live in their home when disabilities cause difficulties in day-to-day activities.

This funding may be provided for several purposes, for example:

  • Installing a stair lift or floor lift
  • Help in bathing e.g. adapting a bathroom with a level access shower or a shower over the bath
  • Installing ramps to front or rear doors
  • Widening doors
  • Adapting kitchens for easier use
  • Improving or providing a better heating system.

Funding for tenants can be provided up to £30,000 and in exceptional circumstances other funding can be made available. The council has the right to refuse a grant where the property is unable to be satisfactorily adapted. In these circumstances support will be given to tenants to move to more suitable accommodation.

Am I eligible for funding?

The government sets the rules for funding. If you receive the following benefits you will be eligible for funding up to a maximum of £30,000.

Housing or Council Tax Benefit

Tax Credits with an income below £15,050 per year.

The funding provided will only cover the cost of the proposed adaptation as referred by an Occupational Therapist from the Adult Care Department.

If you are not in receipt of the benefits noted above the funding will be provided based on a 'means assessment'.

For information, the following may apply:

The applicants' weekly income, taking into account any savings above a certain limit, but ignoring certain state benefits, including those which specifically recognise a person's disability. This income is then set against an assessment of basic needs, which are recognised by a range of premiums and allowances.

  • If the person's resources are less than this assessment, then they will not normally need to contribute to the cost of the works.
  • If the person's resources are more than the assessment, then a proportion of their income will be used to calculate the size of their contribution
  • Any referral received for a child is exempt from 'means assessment'.

How can I apply?

Enquiries should be made to Social Care Helpdesk for adults: 0300 456 0111.

Enquiries for supporting children to live at home contact: 01722 327551.

Help and advice will be given by a customer services advisor and if needed a referral will be made to an occupational therapist (OT) who will visit you and discuss the various options for supporting you to live at home.

In many cases advice and guidance will enable you overcome some of the barriers to living at home, or equipment may be supplied to support you. If a solution is still not found the occupational therapist will complete an assessment of your needs and will make a referral to the housing contracts department. The housing contracts department will review the referral in regard to the particular property to determine if what is proposed is 'reasonable and practical' and progress accordingly.

Designs will be drawn up, with your support, to address your needs. When all parties agree to the designs, work will commence at a date that is acceptable to you (subject to funding being available).

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