Tenants handbook

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					DARTFORD BOROUGH COUNCIL




       ,
TENANTS HANDBOOK
WELCOME TO DARTHOMES

WELCOME TO DARTHOMES

Dear Tenant(s),

We have produced this handbook as an introduction to some of the services provided by Dartford Borough Council as your landlord.
The organisation providing tenancy services is known as Darthomes.

The properties managed by Darthomes are divided into 5 geographical areas:–

                    • Swanscombe and Bean
                    • Greenhithe, Stone, Longfield and Southfleet
                    • Temple Hill East, Dartford West and Tree Estate (Willow Road side)
                    • Temple Hill West, Wilmington and Joydens Wood
                    • Tree Estate (Mead Road side), Sutton at Hone, Hawley, Lane End and Fleet Estate

Each area has a dedicated Estate Officer, Technical Officer, Housing Assistant (Rents and Arrears), Estate Ranger and Housing Assistant
(Repairs). Repairs enquiries are dealt with at our Call Centre and you may not, therefore, speak directly to your Housing Assistant
(Repairs) when you telephone, however, should you have a query you may ask for the Officer responsible for the area.

We hope that we have answered most of your questions here or at least pointed you in the right direction. If you are aware of anyone who
would prefer this Tenant Handbook in another language or format (e.g. Audio/Floppy disk/e-mail/text only/large print etc) please contact
the Information Officer, Housing Services on 01322 343624 or visit our Dartford Borough Council website at www.dartford.gov.uk or
e-mail: housing.services@dartford.gov.uk.


SIMON WATTS                                                                                                SHEILA FARLEY
TENANCY SERVICES MANAGER                                                                                   HEAD OF HOUSING SERVICES
CONTENTS

                           1                   TENANT PARTICIPATION
                                                    – INVOLVING YOU

                       2              ABOUT THE TENANCY AGREEMENT

                   3                        DATA PROTECTION ACT 1998
                                           AND SUBJECT ACCESS RIGHTS

               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                               IF YOU HAVE PROBLEMS PAYING YOUR RENT)

           5                               REPAIRS AND MAINTENANCE

           6                     PLANNED MAINTENANCE AND PROJECTS

           7                            COMMUNITY RESPONSIBILITIES

           8                             HOW DO I MAKE A COMPLAINT?

           9                                       USING YOUR HOME

           10                                               SECURITY

               11                 ENDING YOUR TENANCY/MOVING HOME
                                    (INCLUDING LEVEL OF OCCUPANCY)

               12                                   USEFUL CONTACTS

                                                               NOTES

                                                LIST OF PUBLICATIONS
TENANT PARTICIPATION – INVOLVING YOU

                                       1        TENANT PARTICIPATION
                                                     – INVOLVING YOU
• TENANT PARTICIPATION COMPACT




                                                          TENANT
                                           PARTICIPATION OFFICER
                                             01322 343067
TENANT PARTICIPATION – INVOLVING YOU

                                                                                                                                                         1                   TENANT PARTICIPATION
                                                                                                                                                                                  – INVOLVING YOU
TENANT PARTICIPATION COMPACT                                                         Darthomes actively encourages tenant                            2              ABOUT THE TENANCY AGREEMENT
                                                                   participation and if you are interested in coming to the Tenants’
Involving tenants is important to Darthomes. We aim to provide     Forum or forming a residents’ association, please contact the                 3                        DATA PROTECTION ACT 1998
                                                                                                                                                                         AND SUBJECT ACCESS RIGHTS
you with the Housing Service that you want. To this end,           Tenant Participation Officer (01322 343067) or your Estate
                                                                                                                                             4                PAYMENT OF RENT (INCLUDING WHAT TO DO
Darthomes have consulted with tenants to develop the first         Officer, for further details. Other ways in which we ask tenants to                       IF YOU HAVE PROBLEMS PAYING YOUR RENT)
‘Dartford Borough Tenant Participation Compact.’                   participate are when we need your views as part of consultation
                                                                   exercises, for example, prior to works taking place or in response    5                               REPAIRS AND MAINTENANCE
The purpose of the Tenant Participation Compact is to provide an   to satisfaction surveys. So please always respond when
agreement under which Darthomes will work together with            Darthomes ask you for your views.                                     6                     PLANNED MAINTENANCE AND PROJECTS
tenants so that their views and concerns can be heard; to enable
                                                                                                                                         7                            COMMUNITY RESPONSIBILITIES
tenants to become involved in shaping the policies and practices
that affect Darthomes’ services; and to give tenants the
                                                                                                                                         8                             HOW DO I MAKE A COMPLAINT?
opportunity to influence and improve the quality of life in
properties and on estates.                                                                                                               9                                       USING YOUR HOME

Copies of the Compact are available on request from the                                                                                  10                                               SECURITY
Information Officer, Housing Services (01322 343624) Dartford
Civic Centre as well as on the Council’s website                                                                                             11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                  (INCLUDING LEVEL OF OCCUPANCY)
(www.dartford.gov.uk)
                                                                                                                                             12                                   USEFUL CONTACTS
Tenants’ Forum generally meets on the second Wednesday of
every month although it is best to check with the Tenant                                                                                                                                     NOTES
Participation Officer (01322 343067). This is an opportunity for
all tenants to discuss issues, raise areas of concern and obtain                                                                                                              LIST OF PUBLICATIONS
information about Darthomes’ services.

                                                                                                                                                                                      TENANT
                                                                                                                                                                       PARTICIPATION OFFICER
                                                                                                                                                                           01322 343067
ABOUT THE TENANCY AGREEMENT

• OBLIGATIONS AND RESPONSIBILITIES          2   ABOUT THE TENANCY AGREEMENT

• CHANGING THE TERMS OF YOUR TENANCY

• JOINT TENANCIES

• ENDING A JOINT TENANCY

• CHANGING A SOLE INTO A JOINT TENANCY

• WHO CAN SUCCEED TO MY TENANCY IF I DIE?

• AM I ALLOWED TO TAKE IN LODGERS?

• CAN I SUBLET PART OF MY HOME?

• WHAT IS AN ASSIGNMENT?

• RIGHT TO BUY




                                                        ESTATE OFFICERS
                                                     01322 343964
                                                     01322 343578
ABOUT THE TENANCY AGREEMENT

                                                                                                                                                            1                   TENANT PARTICIPATION
                                                                                                                                                                                     – INVOLVING YOU
OBLIGATIONS AND RESPONSIBILITIES                                     JOINT TENANCIES                                                                    2              ABOUT THE TENANCY AGREEMENT
Your tenancy is a formal document, which creates the contract        Joint tenants have equal rights over the tenancy and
between you and your landlord, Dartford Borough Council (DBC).       responsibility for meeting the obligations involved, such as paying            3                        DATA PROTECTION ACT 1998
                                                                                                                                                                            AND SUBJECT ACCESS RIGHTS
When you sign the tenancy, both you and the Council agree to         the rent regularly.
                                                                                                                                                4                PAYMENT OF RENT (INCLUDING WHAT TO DO
certain obligations and responsibilities. A plastic wallet is                                                                                                   IF YOU HAVE PROBLEMS PAYING YOUR RENT)
provided for you after this page to insert your Tenancy Agreement
for safe keeping.                                                                                                                           5                               REPAIRS AND MAINTENANCE
                                                                     ENDING A JOINT TENANCY
                You are a secure tenant. This means that your        If you wish to end a joint tenancy due to a relationship               6                     PLANNED MAINTENANCE AND PROJECTS
tenancy can only be brought to an end by an Order of the Court.      breakdown, you should contact your Estate Officer. It will be
                                                                                                                                            7                            COMMUNITY RESPONSIBILITIES
Before this can happen you will have been served with a ‘Notice      necessary for the existing tenancy to be brought to an end by the
of Seeking Possession’ and been given the reasons why it has         service of a ‘Notice To Quit’.
                                                                                                                                            8                             HOW DO I MAKE A COMPLAINT?
been served. By far the most common reason is because a
tenant does not pay his/her rent. A number of tenants have to go                                                                            9                                       USING YOUR HOME
to Court every year because of this. Court action is expensive and
if DBC takes action, the tenant will have to pay for any costs.      CHANGING A SOLE INTO A JOINT TENANCY                                   10                                               SECURITY
                                                                     This can be done if your partner has lived with you for a year or on
Once a Court Order has been made, that tenant may be evicted.        marriage. A new joint tenancy will not generally be granted if there       11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                     (INCLUDING LEVEL OF OCCUPANCY)
                                                                     are rent arrears. Contact your Estate Officer for more details.
                                                                                                                                                12                                   USEFUL CONTACTS
CHANGING THE TERMS OF YOUR TENANCY
From time to time it may be necessary to make changes to the                                                                                                                                    NOTES
tenancy conditions. This can only be done after consultation has
taken place, and you will be given at least four weeks to                                                                                                                        LIST OF PUBLICATIONS
comment on any proposed changes.

                                                                                                                                                                                 ESTATE OFFICERS
                                                                                                                                                                              01322 343964
                                                                                                                                                                              01322 343578
ABOUT THE TENANCY AGREEMENT

                                                                                                                                                             1                   TENANT PARTICIPATION
                                                                                                                                                                                      – INVOLVING YOU

                                                                                                                                                         2              ABOUT THE TENANCY AGREEMENT
WHO CAN SUCCEED TO MY TENANCY IF I DIE?                               AM I ALLOWED TO TAKE IN LODGERS?
The tenancy will pass to your spouse or partner. They must have       You have a right to take in a lodger to make better use of your                3                        DATA PROTECTION ACT 1998
                                                                                                                                                                             AND SUBJECT ACCESS RIGHTS
lived with you for at least twelve months if you were not married,    home unless it leads to your home being overcrowded. To see
                                                                                                                                                 4                PAYMENT OF RENT (INCLUDING WHAT TO DO
and be over 18 yrs. If one joint tenant dies, the tenancy             whether or not your property would be overcrowded see the table                            IF YOU HAVE PROBLEMS PAYING YOUR RENT)
automatically continues for the surviving joint tenant.               in the ‘Ending Your Tenancy/Moving Home’ Section.
                                                                                                                                             5                               REPAIRS AND MAINTENANCE
If there is no partner to take over the tenancy or the partner does   If you take in a lodger you must fill in a simple form and return it
not want the tenancy then it can pass to a relative if that person    to your Estate Officer.                                                6                     PLANNED MAINTENANCE AND PROJECTS
can show that they have lived at the property for twelve months.
                                                                                                                                             7                            COMMUNITY RESPONSIBILITIES
A relative is a mother, father, daughter, son, grandparent,           If you are on Housing Benefit you must also notify the
grandchild, brother, sister, uncle, niece or nephew.                  Housing Benefit Section, as this may lead to an alteration in
                                                                                                                                             8                             HOW DO I MAKE A COMPLAINT?
                                                                      your entitlement.
If a relative takes over a tenancy in this way and the home is too                                                                           9                                       USING YOUR HOME
large, they can be asked to move to a smaller property. This will
only happen after a suitable home has been found. If the tenancy                                                                             10                                               SECURITY
has passed to a spouse, he/she does not have to move.                 CAN I SUBLET PART OF MY HOME?
                                                                      You have a right to sublet part of your home as long as you have           11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                      (INCLUDING LEVEL OF OCCUPANCY)
If you think you have the right to succeed, contact your Estate       written permission. Contact your Estate Officer for more details.
Officer. Your application will be considered sympathetically.                                                                                    12                                   USEFUL CONTACTS
                                                                      You must not move out and sublet the whole of your home. If you
                                                                      do so you will lose your security of tenure and your tenancy will                                                          NOTES
                                                                      be ended.
                                                                                                                                                                                  LIST OF PUBLICATIONS
                                                                      If you are on Housing Benefit you must also notify the Housing
                                                                      Benefit Section, as this may lead to an alteration in your
                                                                      entitlement.You are still responsible for paying the rent, even if                                          ESTATE OFFICERS
                                                                      the person subletting owes you rent.                                                                     01322 343964
                                                                                                                                                                               01322 343578
ABOUT THE TENANCY AGREEMENT

                                                                                    1                   TENANT PARTICIPATION
                                                                                                             – INVOLVING YOU

                                                                                2              ABOUT THE TENANCY AGREEMENT
WHAT IS AN ASSIGNMENT?
This is the signing over of the tenancy from one named tenant to            3                        DATA PROTECTION ACT 1998
                                                                                                    AND SUBJECT ACCESS RIGHTS
the other. The new tenant takes over the rights and obligations
                                                                        4                PAYMENT OF RENT (INCLUDING WHAT TO DO
set out in the tenancy agreement.                                                       IF YOU HAVE PROBLEMS PAYING YOUR RENT)

                                                                    5                               REPAIRS AND MAINTENANCE
Assignment is normally prohibited except when a mutual
exchange has been agreed or under a Court Order. Details are        6                     PLANNED MAINTENANCE AND PROJECTS
given in the section “Ending Your Tenancy/Moving Home”.
                                                                    7                            COMMUNITY RESPONSIBILITIES
If you want to change your name on the tenancy, notify your
                                                                    8                             HOW DO I MAKE A COMPLAINT?
Estate Officer in writing and attach a copy of the marriage or
deed poll certificate.                                              9                                       USING YOUR HOME

                                                                    10                                               SECURITY

RIGHT TO BUY                                                            11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                             (INCLUDING LEVEL OF OCCUPANCY)
If you are interested in buying your Council house you may be
able to do so through the Right to Buy Scheme. The processing of        12                                   USEFUL CONTACTS
a Right to Buy application is a FREE service and all the relevant
information you need can be obtained by a telephone call to the                                                         NOTES
Council’s Right to Buy Officer on 01322 343372.
                                                                                                         LIST OF PUBLICATIONS



                                                                                                         ESTATE OFFICERS
                                                                                                      01322 343964
                                                                                                      01322 343578
DATA PROTECTION ACT 1998
AND SUBJECT ACCESS RIGHTS

• SUBJECT ACCESS RIGHTS

• NOTIFICATION CLAUSE       3    DATA PROTECTION ACT 1998
                                AND SUBJECT ACCESS RIGHTS
• DECLARATION




                                 TELEPHONE NUMBER
                                 01322 343434

                                                 3
DATA PROTECTION ACT 1998
AND SUBJECT ACCESS RIGHTS
                                                                                                                                                           1                   TENANT PARTICIPATION
                                                                                                                                                                                    – INVOLVING YOU

                                                                                                                                                       2              ABOUT THE TENANCY AGREEMENT
SUBJECT ACCESS RIGHTS                                                ENQUIRY
As a Data Subject you have the right of access to the personal       You may write to the Council’s Data Protection Officer (the Head              3                        DATA PROTECTION ACT 1998
                                                                                                                                                                           AND SUBJECT ACCESS RIGHTS
data held about you by the Council on a computer and in any          of Legal Services) if you think the Council holds the relevant data
                                                                                                                                               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
structured manual paper files.                                       and ask for information about yourself to be disclosed. Once the                          IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                                                     Data Protection Officer is satisfied with the identify of the Data
You may obtain copies of any such personal data and you have         Subject (you) then the information will be supplied direct within     5                               REPAIRS AND MAINTENANCE
the right to have any inaccuracies erased or corrected. In special   the 40 day period and a fee of £10 will be charged.
circumstances, you may have the right to compensation for                                                                                  6                     PLANNED MAINTENANCE AND PROJECTS
inaccuracies, loss or destruction and unauthorised disclosure.       Any enquiries should be addressed to the Tenancy Services
                                                                                                                                           7                            COMMUNITY RESPONSIBILITIES
Copy(s) of the amended data will be given to you for approval        Manager, Darthomes, Civic Centre, Home Gardens, Dartford,
free of charge.                                                      Kent DA1 1DR.
                                                                                                                                           8                             HOW DO I MAKE A COMPLAINT

                                                                                                                                           9                                       USING YOUR HOME

                                                                                                                                           10                                               SECURITY

                                                                                                                                               11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                    (INCLUDING LEVEL OF OCCUPANCY)

                                                                                                                                               12                                   USEFUL CONTACTS

                                                                                                                                                                                               NOTES

                                                                                                                                                                                LIST OF PUBLICATIONS




                                                                                                                                                                                             3
                                                                                                                                                                              TELEPHONE NUMBER
                                                                                                                                                                              01322 343434
DATA PROTECTION ACT 1998
AND SUBJECT ACCESS RIGHTS
                                                                                                                                                                                 1                   TENANT PARTICIPATION
                                                                                                                                                                                                          – INVOLVING YOU

                                                                                                                                                                             2              ABOUT THE TENANCY AGREEMENT
NOTIFICATION CLAUSE
The Council will need to collect information from you on                               provisions of the Data Protection Act 1998 and you will, therefore,               3                        DATA PROTECTION ACT 1998
                                                                                                                                                                                                 AND SUBJECT ACCESS RIGHTS
occasions to enable it to provide a comprehensive housing                              find a clause similar to the following one on much of our
                                                                                                                                                                     4                PAYMENT OF RENT (INCLUDING WHAT TO DO
service. An example would be details relating to a transfer                            paperwork. The following example comes from the transfer                                      IF YOU HAVE PROBLEMS PAYING YOUR RENT)
application. Any information we collect will be subject to the                         application form.
                                                                                                                                                                 5                               REPAIRS AND MAINTENANCE

       DATA PROTECTION ACT 1998 NOTIFICATION CLAUSE                                                                                                              6                     PLANNED MAINTENANCE AND PROJECTS
       The information you have provided on this form will be used to process your application for housing. It will be held securely and used in connection
       with your housing application.                                                                                                                            7                            COMMUNITY RESPONSIBILITIES

       All or part of the information provided may be disclosed or supplied to external organisations or bodies e.g. Courts, Bailiffs, Department of Works and   8                             HOW DO I MAKE A COMPLAINT
       Pensions, Inland Revenue and any other charging authority that are legally entitled to the information and may also be disclosed to the Council’s
       external auditors for the following purposes;                                                                                                             9                                       USING YOUR HOME
                    • the prevention or detection of crime;
                    • the apprehension or prosecution of offenders;                                                                                              10                                               SECURITY
                    • the assessment or collection of any tax or duty in any case where failure to disclose would be likely to prejudice any of those matters;
                    • data matching initiatives with other statutory bodies for the purposes of fraud prevention and detection.                                      11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                                          (INCLUDING LEVEL OF OCCUPANCY)
       All or part of the information you have provided may also be used for electoral registration purposes and by other Departments of the Council for pur-        12                                   USEFUL CONTACTS
       poses connected with the collection of Council debts or to assist in other statutory functions such as Environmental Health or Planning.
       The Council may check information provided by you or information about you provided by a third party against other information held by the Council.                                                           NOTES
       The Council may also obtain information from third parties or provide information to them to check the accuracy of information supplied by you to the
       Council.                                                                                                                                                                                       LIST OF PUBLICATIONS




                                                                                                                                                                                                                   3
       The Council may make a search (including making enquiries about principal directors) with a Credit Reference Agency. The Credit Reference Agency
       will keep a record of that search and may share the information with other businesses.
                                                                                                                                                                                                    TELEPHONE NUMBER
                                                                                                                                                                                                    01322 343434
DATA PROTECTION ACT 1998
AND SUBJECT ACCESS RIGHTS
                                                                                                                                                    1                   TENANT PARTICIPATION
                                                                                                                                                                             – INVOLVING YOU

                                                                                                                                                2              ABOUT THE TENANCY AGREEMENT
  DECLARATION – Please read carefully
                                                                                                                                            3                        DATA PROTECTION ACT 1998
                                                                                                                                                                    AND SUBJECT ACCESS RIGHTS
  Under the Housing Act 1996 Part VI, S171 and Part VII, S214, it is an offence to knowingly or recklessly make a false
                                                                                                                                        4                PAYMENT OF RENT (INCLUDING WHAT TO DO
  statement in connection with an application for housing assistance from the local authority. It is also an offence to                                 IF YOU HAVE PROBLEMS PAYING YOUR RENT)
  knowingly withhold information which the local authority has reasonably required of the applicant in order to fulfil its duties
  under Housing Act 1996.                                                                                                           5                               REPAIRS AND MAINTENANCE


  I confirm that the particulars given in this information are true and correct and I undertake to notify the Council of any        6                     PLANNED MAINTENANCE AND PROJECTS
  changes in my circumstances.
                                                                                                                                    7                            COMMUNITY RESPONSIBILITIES
  I agree that Dartford Borough Council may make any enquiries necessary in order to verify this information and I agree to
                                                                                                                                    8                             HOW DO I MAKE A COMPLAINT
  Dartford Borough Council disclosing any relevant information I have provided to any organisation that may need it to process
  my application for housing.                                                                                                       9                                       USING YOUR HOME

  I am aware that the Council will create and maintain computer and paper records on me and that these records will be              10                                               SECURITY
  processed in accordance with the Data Protection Act 1998 and may be used for the purposes detailed above, both
  internally within the Council and to external bodies.                                                                                 11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                             (INCLUDING LEVEL OF OCCUPANCY)

                                                                                                                                        12                                   USEFUL CONTACTS
  Signed                                                                                     Date
                                                                                                                                                                                        NOTES
  Signed                                                                                     Date
                                                                                                                                                                         LIST OF PUBLICATIONS
  Signed                                                                                     Date




                                                                                                                                                                                      3
                                                                                                                                                                       TELEPHONE NUMBER
                                                                                                                                                                       01322 343434
PAYMENT OF RENT (INCLUDING WHAT TO DO
IF YOU HAVE PROBLEMS PAYING YOUR RENT)

• WHEN DO I HAVE TO PAY MY RENT?

• THE AMOUNT YOU HAVE TO PAY

• HOW MUCH RENT HAVE I PAID?                             4    PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                             IF YOU HAVE PROBLEMS PAYING YOUR RENT)
• DOES THE AMOUNT OF RENT CHANGE DURING THE YEAR?

• INFORMATION ABOUT YOUR ACCOUNT

• HOW CAN I PAY MY RENT?

• WHAT SHOULD I DO IF I HAVE A PROBLEM PAYING MY RENT?

• HELP WITH YOUR RENT – HOUSING BENEFIT

• OTHER BENEFITS




                                                                                RENTS SECTION
                                                                           01322 343710
PAYMENT OF RENT (INCLUDING WHAT TO DO
IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                                                                                                                                           1                   TENANT PARTICIPATION
                                                                                                                                                                                    – INVOLVING YOU
WHEN DO I HAVE TO PAY MY RENT?                                        DOES THE AMOUNT OF RENT CHANGE                                                   2              ABOUT THE TENANCY AGREEMENT
Your rent is due on Monday of every week. As long as you pay in       DURING THE YEAR?
advance you can pay fortnightly or monthly.                           The rent charged on your home may be changed, usually in April.              3                        DATA PROTECTION ACT 1998
                                                                                                                                                                           AND SUBJECT ACCESS RIGHTS
                                                                      You will be given 4 weeks written notice of any proposed
                                                                                                                                               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
The rent you have to pay each year is calculated over 48 or 49        changes. Be sure to contact your Housing Assistant or Estate                             IF YOU HAVE PROBLEMS PAYING YOUR RENT)
weeks of the year. There are 4 free weeks when no rent is due.        Officer if you do not understand anything that we send to you.
However, if you have rent arrears you must continue to pay in                                                                              5                               REPAIRS AND MAINTENANCE
these weeks to reduce your arrears.                                   If you are on Housing Benefit the amount you actually pay may
                                                                      change more often because benefit has to be recalculated if your     6                     PLANNED MAINTENANCE AND PROJECTS
                                                                      income or household composition change. There is more
                                                                                                                                           7                            COMMUNITY RESPONSIBILITIES
THE AMOUNT YOU HAVE TO PAY                                            information about Housing Benefit later in this section.
This is shown on your Rent Card (Rent Record Card) and is
                                                                                                                                           8                             HOW DO I MAKE A COMPLAINT?
worked out according to the size and type of property you live in.
                                                                      INFORMATION ABOUT YOUR ACCOUNT                                       9                                       USING YOUR HOME
You may have to pay additional charges for such services as           If you contact a Housing Assistant requesting information about
heating, or an alarm if you live in a Sheltered Housing Scheme.       your account, please make sure that you have available your rent     10                                               SECURITY
These charges will be shown separately on your rent card.             account number as you will be asked to give this. If the number
                                                                      is not to hand, the Housing Assistant will ask you to confirm your       11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                    (INCLUDING LEVEL OF OCCUPANCY)
                                                                      date of birth as a security measure for Data Protection.
HOW MUCH RENT HAVE I PAID?                                                                                                                     12                                   USEFUL CONTACTS
You will receive a rent statement every three months which tells
you how much rent you have paid. Carefully check to make sure                                                                                                                                  NOTES
that all the rent you have paid is shown. If you are not sure about
this, call one of the Housing Assistants on 01322 343710.                                                                                                                       LIST OF PUBLICATIONS



                                                                                                                                                                                  RENTS SECTION
                                                                                                                                                                             01322 343710
PAYMENT OF RENT (INCLUDING WHAT TO DO
IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                                                                                                                                               1                   TENANT PARTICIPATION
                                                                                                                                                                                        – INVOLVING YOU
HOW CAN I PAY MY RENT                                                                                                                                      2              ABOUT THE TENANCY AGREEMENT
We prefer tenants to pay their rent either by Standing Order or at       By Swipe Card: Take your Plastic Payment Card (Swipe Card)
a cash office. You can choose any of the following ways to pay:          and your cash or cheque (made payable to ‘Post Office Counters                3                        DATA PROTECTION ACT 1998
                                                                                                                                                                               AND SUBJECT ACCESS RIGHTS
                                                                         Ltd’) to the post office. The cashier will take them and return the
                                                                                                                                                   4                PAYMENT OF RENT (INCLUDING WHAT TO DO
By Standing Order: You must pay monthly in advance. Contact              card with a small paper receipt. Please keep these receipts safe                          IF YOU HAVE PROBLEMS PAYING YOUR RENT)
one of the Housing Assistants (01322 343710) who will provide            in the plastic wallet provided and check them against your next
you with a form for you to complete and forward to your bank or          quarterly rent statement.                                             5                               REPAIRS AND MAINTENANCE
building society. You will be responsible for notifying your branch of
any changes in the amount after a rent increase.                         If you lose your Rent Record Card or Plastic Payment Card (Swipe      6                     PLANNED MAINTENANCE AND PROJECTS
                                                                         Card) please inform the rents office immediately on 01322
                                                                                                                                               7                            COMMUNITY RESPONSIBILITIES
At the following Dartford Borough Council Cash Offices:                  343710. You can still pay at a cash office by providing your name
Civic Centre, Home Gardens, Dartford. Open: Monday-Thursday,             and address and taking a receipt.
                                                                                                                                               8                             HOW DO I MAKE A COMPLAINT?
8:45am-5:00pm; Friday, 8:45am-4:30pm.
Temple Hill Square, Dartford.                                            By Payment Card: You can pay either by credit or debit card           9                                       USING YOUR HOME
Open: Monday-Friday, 9:00am-12:30pm and 1:00pm-3:30pm.                   through the Council’s Telephone Payment Line (01322 343760)
Craylands Lane, Swanscombe.                                              operating Mon-Friday 9:00am-4:00pm. This will connect you to a        10                                               SECURITY
Open: Monday-Friday, 9:00am-1:00pm                                       cashier at the Civic Centre’s cash office.
                                                                                                                                                   11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                        (INCLUDING LEVEL OF OCCUPANCY)
By debit card (Switch) or credit card at the cash offices or by          If you know of someone who has difficulty paying by any of the
telephone (01322 343760).                                                above methods, please contact us on 01322 343710 and we will              12                                   USEFUL CONTACTS
                                                                         help to resolve the problem.
By Post: To pay by post send your Rent Record Card with a                                                                                                                                          NOTES
crossed cheque, or postal order to: Dartford Borough Council,
Civic Centre, Home Gardens, Dartford, Kent, DA1 1DR.                                                                                                                                LIST OF PUBLICATIONS

Remember to write your address and rent account number on the
back of your cheque, which must be made payable to Dartford                                                                                                                           RENTS SECTION
Borough Council.                                                                                                                                                                 01322 343710
PAYMENT OF RENT (INCLUDING WHAT TO DO
IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                                                                                                                                           1                   TENANT PARTICIPATION
                                                                                                                                                                                    – INVOLVING YOU
WHAT SHOULD I DO IF I HAVE                                            HELP WITH YOUR RENT – HOUSING BENEFIT                                            2              ABOUT THE TENANCY AGREEMENT
A PROBLEM PAYING MY RENT?                                             All tenants may apply for Housing Benefit. The amount of benefit
Contact your Housing Assistant or Estate Officer immediately          you receive will depend on your income and savings and the                   3                        DATA PROTECTION ACT 1998
                                                                                                                                                                           AND SUBJECT ACCESS RIGHTS
either by telephone on 01322 343710 or by calling into the Civic      number of children and others living with you as well as on how
                                                                                                                                               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
Centre, where you will be seen even if you do not have an             much rent you pay.                                                                       IF YOU HAVE PROBLEMS PAYING YOUR RENT)
appointment. However, it helps us to allocate time to help you
and reduces waiting times if you can make an appointment.             Application forms are available from the Housing Benefit             5                               REPAIRS AND MAINTENANCE
                                                                      reception desk at the Civic Centre, or by ringing 01322 343705.
                                                                                                                                           6                     PLANNED MAINTENANCE AND PROJECTS
 As with all debts, once you have fallen behind with your rent it
                                                                                                                                           7                            COMMUNITY RESPONSIBILITIES
can be very difficult to pay off your arrears quickly. We will        You must complete a separate Housing Benefit form even if you
discuss with you ways you can clear them gradually or suggest         receive Income Support.
                                                                                                                                           8                             HOW DO I MAKE A COMPLAINT?
other advice that may be available, for example, from the
Citizens’ Advice Bureau. All conversations and discussions                                                                                 9                                       USING YOUR HOME
concerning your debt will be in strict confidence and any             When making your claim you must provide your National
information will be limited to be used for the purpose for which it   Insurance Number and proof of your identity. You also need to        10                                               SECURITY
was supplied under the Council’s Data Protection Protocol. See        provide evidence of your income and savings, for example, recent
Section on Data Protection Act.                                       wage slips. Only original documents can be accepted as                   11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                    (INCLUDING LEVEL OF OCCUPANCY)
                                                                      evidence. You must also be resident in the home you are claiming
If you do not make any effort to contact us and clear your arrears,   from. If your claim is successful, Housing Benefit will be awarded       12                                   USEFUL CONTACTS
you will risk legal action being taken. This could lead to an         from the Monday after receipt of your claim.
expensive court case and the eventual loss of your home.                                                                                                                                       NOTES

                                                                                                                                                                                LIST OF PUBLICATIONS



                                                                                                                                                                                  RENTS SECTION
                                                                                                                                                                             01322 343710
PAYMENT OF RENT (INCLUDING WHAT TO DO
IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                                                                                                                                          1                   TENANT PARTICIPATION
                                                                                                                                                                                   – INVOLVING YOU
When you are in receipt of Housing Benefit you must inform the       Working Families Tax Credit                                                      2              ABOUT THE TENANCY AGREEMENT
Housing Benefit Section of any changes in your circumstances. It     This is available to those who work over 16 hours per week and
is now a criminal offence not to do this.                            who also have children. You must tell the Benefit Section if you             3                        DATA PROTECTION ACT 1998
                                                                                                                                                                          AND SUBJECT ACCESS RIGHTS
                                                                     receive Working Families Tax Credit.
                                                                                                                                              4                PAYMENT OF RENT (INCLUDING WHAT TO DO
You must also ensure that you return any renewal form that is                                                                                                 IF YOU HAVE PROBLEMS PAYING YOUR RENT)
sent to you quickly. Housing benefit only lasts for between          Incapacity Benefit can be claimed if you are sick. If you are
26-60 weeks. If you do not return your form, your claim will end.    disabled, you can claim Severe Disablement Allowance and             5                               REPAIRS AND MAINTENANCE
                                                                     Disability Living Allowance. If you are elderly you may be able to
Darthomes’ staff will be pleased to assist you with the              claim Attendance Allowance in addition to your State Retirement      6                     PLANNED MAINTENANCE AND PROJECTS
completion of Housing Benefit forms or arrange a home visit by       Pension.
                                                                                                                                          7                            COMMUNITY RESPONSIBILITIES
Benefits’ staff if necessary.
                                                                     For more information on these benefits contact the Department
                                                                                                                                          8                             HOW DO I MAKE A COMPLAINT?
                                                                     for Work and Pensions (previously Department of Social Security)
                                                                     on 01322 488800. Leaflets are also available at the                  9                                       USING YOUR HOME
OTHER BENEFITS                                                       Civic Centre, Benefits Section.
Income Support                                                                                                                            10                                               SECURITY
This is intended to make sure that people have enough money to
live on to meet their basic needs. You can get an application form                                                                            11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                   (INCLUDING LEVEL OF OCCUPANCY)
from the Department for Work and Pensions (previously
Department of Social Security), or from your Post Office. If you                                                                              12                                   USEFUL CONTACTS
receive Income Support you may also be able to get help with
free prescriptions, glasses, dental treatment etc.                                                                                                                                            NOTES

The Social Fund                                                                                                                                                                LIST OF PUBLICATIONS
Provides lump sum payments to people with low incomes to meet
exceptional expenses. Payments are usually in the form of
repayable loans. Examples are paying for the cost of an essential                                                                                                                RENTS SECTION
move, bedding or furniture.                                                                                                                                                 01322 343710
REPAIRS AND MAINTENANCE

• WHAT REPAIRS WILL DARTHOMES UNDERTAKE FOR TENANTS?

• REPORTING A REPAIR

• CENTRAL HEATING AND OTHER GAS APPLIANCES

• HOW WILL I KNOW THAT MY REPAIR HAS BEEN ORDERED?                  5   REPAIRS AND MAINTENANCE

• THE COUNCIL'S INTERNAL DECORATION SCHEME

• LOOKING AFTER YOUR HOME IN WINTER

• A TEN POINT PLAN FROM DARTHOMES CODE OF CONDUCT FOR CONTRACTORS

• TENANTS' RIGHT TO COMPENSATION FOR IMPROVEMENTS

• QUALIFYING RIGHTS FOR STATUTORY RIGHT TO REPAIR SCHEME




                                                                            REPAIRS SECTION
                                                                         01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                      1                   TENANT PARTICIPATION
                                                                                                                                                                               – INVOLVING YOU
WHAT REPAIRS WILL DARTHOMES                                         Other repair obligations of Darthomes if you live in a block of               2              ABOUT THE TENANCY AGREEMENT
UNDERTAKE FOR TENANTS?                                              flats or in a Sheltered Housing scheme:
                                                                                                                                              3                        DATA PROTECTION ACT 1998
                                                                                                                                                                      AND SUBJECT ACCESS RIGHTS
• The structure of your home - chimney, roof, walls, floors and     • Door entry systems.
                                                                                                                                          4                PAYMENT OF RENT (INCLUDING WHAT TO DO
  stairs, windows and window frames.                                • Hallways and communal areas (including laundries where                              IF YOU HAVE PROBLEMS PAYING YOUR RENT)
• The plumbing system which includes water tanks, pipe work,          provided by the Council).
  stopcocks, bathroom and kitchen units, blocked sinks and          • Lifts and staircases, stairwells.                               5                               REPAIRS AND MAINTENANCE
  toilets (repair staff may offer you advice on how to unblock      • Bin areas.
  toilets and sinks in the first instance).                         • Clothes lines, provided at letting.                             6                     PLANNED MAINTENANCE AND PROJECTS
• Heating and hot water systems.                                    • Paths, fences and grassed areas around the scheme.
                                                                                                                                      7                            COMMUNITY RESPONSIBILITIES
• Internal doors and surrounds, skirting boards, floor tiling and   • Communal T.V. aerials.
  other floor finishes.                                             • Communal Lighting.
                                                                                                                                      8                             HOW DO I MAKE A COMPLAINT?
• Gas pipes, electrical wiring, plug sockets, light fittings and
  switches.                                                                                                                           9                                       USING YOUR HOME
• External doors, windows, guttering and down pipes.
• Fences, walls and paths giving access to front or back doors                                                                        10                                               SECURITY
  as detailed in the Council’s policy.
• Estate roads - tenants should ring in and we will confirm who                                                                           11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                               (INCLUDING LEVEL OF OCCUPANCY)
  is responsible for the road and take the appropriate action.
• Drains - tenants should contact us first to clarify who is                                                                              12                                   USEFUL CONTACTS
  responsible for the repairs.
• Gas Servicing.                                                                                                                                                                          NOTES
• Clothes lines, provided at letting.
                                                                                                                                                                           LIST OF PUBLICATIONS



                                                                                                                                                                           REPAIRS SECTION
                                                                                                                                                                        01322 343800
REPAIRS AND MAINTENANCE

                                                                                     1                   TENANT PARTICIPATION
                                                                                                              – INVOLVING YOU
What repairs am I responsible for?                                               2              ABOUT THE TENANCY AGREEMENT
You are responsible for the internal decoration of your home, for
any minor fixtures and fittings such as curtain rails, light bulbs           3                        DATA PROTECTION ACT 1998
                                                                                                     AND SUBJECT ACCESS RIGHTS
and plugs and for small repairs like attempting to unblock sinks,
                                                                         4                PAYMENT OF RENT (INCLUDING WHAT TO DO
smoke alarms and for the replacement of keys, new door locks                             IF YOU HAVE PROBLEMS PAYING YOUR RENT)
and additional locks. You are also responsible for repairs due to
misuse , neglect or damage by you, your family or visitors. You      5                               REPAIRS AND MAINTENANCE
will have to pay for repairs to damage done deliberately or
through your neglect and for any heavy cleaning that has to be       6                     PLANNED MAINTENANCE AND PROJECTS
done if it is your fault.
                                                                     7                            COMMUNITY RESPONSIBILITIES

                                                                     8                             HOW DO I MAKE A COMPLAINT?
Keys
You will be provided with a Yale type lock to your house or flat     9                                       USING YOUR HOME
door. Please note that no spare keys are kept by Darthomes. If
you wish to fit a stronger lock at your own expense you may do so    10                                               SECURITY
but due to fire regulations, mortice locks without quick release
mechanisms cannot be fitted to main front doors that give access         11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                              (INCLUDING LEVEL OF OCCUPANCY)
to more than one flat.
                                                                         12                                   USEFUL CONTACTS
Tenants are advised to have a spare key cut and keep it
separate and safe from their other keys should they lose or                                                              NOTES
mislay their main set. Where a tenant loses all keys to their
home, we will arrange for a new lock to be fitted which may be                                            LIST OF PUBLICATIONS
charged to the tenant.

                                                                                                          REPAIRS SECTION
                                                                                                       01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                            1                   TENANT PARTICIPATION
                                                                                                                                                                                     – INVOLVING YOU
                                                                      with a crime number which you should have ready to give to the                    2              ABOUT THE TENANCY AGREEMENT
REPORTING A REPAIR                                                    Repairs Assistant when reporting the repair to the Repairs Section.
                                                                      This will prevent a rechargeable account from being issued to you             3                        DATA PROTECTION ACT 1998
                                                                                                                                                                            AND SUBJECT ACCESS RIGHTS
During office hours between:                                          for this damage and provides a faster service to you.
                                                                                                                                                4                PAYMENT OF RENT (INCLUDING WHAT TO DO
8:45am-5:15pm from Monday to Thursday;                                                                                                                          IF YOU HAVE PROBLEMS PAYING YOUR RENT)
8:45am-4:45pm on Friday.                                              What Happens Next
                                                                      Provided we have enough information to tell the contractor what       5                               REPAIRS AND MAINTENANCE
• By telephone - 01322 343800                                         needs to be done, an order will be placed almost immediately. If
• By E-mail - repairs@dartford.gov.uk                                 a Technical Officer needs to look at the problem before an order      6                     PLANNED MAINTENANCE AND PROJECTS
• By personal visit - to the Civic Centre or to your area Technical   can be placed, a home visit will normally be made.
                                                                                                                                            7                            COMMUNITY RESPONSIBILITIES
  Officer, Estate Officer or Estate Ranger.
• By letter to - The Repairs Manager, Darthomes, Civic Centre,        How Long Will I Have To Wait?
                                                                                                                                            8                             HOW DO I MAKE A COMPLAINT?
  Home Gardens, Dartford, Kent DA1 1DR.                               This will depend on the type of repair needed.
                                                                                                                                            9                                       USING YOUR HOME
When you report a repair, please tell us your name, address and       Repairs fall into four main categories, ranging from emergencies
telephone number and as much as possible about the problem.           where a very quick response is needed, to general maintenance         10                                               SECURITY
We also need to know when you are at home or what                     which can be planned over a period of time. Ask what category
arrangements you can make to give access to the contractor            your repair will be in when you report it. Please note that if a          11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                     (INCLUDING LEVEL OF OCCUPANCY)
doing the work.                                                       Technical Officer needs to call to specify the repair, the priority
                                                                      timescale commences from the date he/she raises the order with            12                                   USEFUL CONTACTS
If the repair needed is causing a health and safety hazard, for       the contractor. If there are any special circumstances which
example lights not working on communal stairs, please discuss         could make your repair more urgent than usual, for example,                                                               NOTES
this with the Repairs Team when you call and the job will be          if you are elderly or disabled, please tell us when you report
awarded a higher priority.                                            your repair.                                                                                               LIST OF PUBLICATIONS

Vandalism – Where a repair is required due to vandalism or
criminal damage being caused to your home by a third party, it is                                                                                                                REPAIRS SECTION
essential that you report this to the Police. They will provide you                                                                                                           01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                             1                   TENANT PARTICIPATION
                                                                                                                                                                                      – INVOLVING YOU
                                                                      deal with the situation and for a full repair to be carried out at a               2              ABOUT THE TENANCY AGREEMENT
Out Of Hours Emergency Service                                        later date.
If an emergency occurs outside normal working hours you should                                                                                       3                        DATA PROTECTION ACT 1998
                                                                                                                                                                             AND SUBJECT ACCESS RIGHTS
telephone our 24 hr emergency service (0845 6341212). This            Urgent Repairs - Priority Two
                                                                                                                                                 4                PAYMENT OF RENT (INCLUDING WHAT TO DO
service is available to you if there is an immediate danger or risk   (within 4 working days of order being issued to contractor)                                IF YOU HAVE PROBLEMS PAYING YOUR RENT)
to you or your home. It may be appropriate to carry out
temporary repairs with follow up work being undertaken during         Urgent Repairs are not emergencies but need to be carried out          5                               REPAIRS AND MAINTENANCE
normal office hours.                                                  quickly in order to prevent further damage or discomfort.
                                                                                                                                             6                     PLANNED MAINTENANCE AND PROJECTS
EMERGENCY REPAIRS - Priority One                                      •   Partial loss of electricity.
                                                                                                                                             7                            COMMUNITY RESPONSIBILITIES
(a repair will be carried out on the day the repair is reported)      •   Partial loss of water supply.
                                                                      •   No heating or hot water between 31 October and 30 April.
                                                                                                                                             8                             HOW DO I MAKE A COMPLAINT?
Emergency repairs are those that need to be done when you, your       •   Blocked bath, sink or basin.
home, or surrounding homes are in danger. These will normally         •   Hot taps which cannot be properly turned off.                      9                                       USING YOUR HOME
be carried out on the day the repair is reported.                     •   Leaking Roof.
                                                                      •   Overflow running.                                                  10                                               SECURITY
• Electricity or unsafe electrical installation.
• Complete loss of water supply.                                                                                                                 11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                      (INCLUDING LEVEL OF OCCUPANCY)
• Gas leak or loss of gas supply - contact Transco (0800 111999)
• Blocked toilet or drain to which the toilet is connected.                                                                                      12                                   USEFUL CONTACTS
• Property insecure - repairs to secure damaged property will be
  undertaken e.g. a broken window may be boarded up.                                                                                                                                             NOTES
• No heating or hot water (between 31 October and 30 April for
  the frail and elderly and those with children under 5).                                                                                                                         LIST OF PUBLICATIONS
• Severe water leaks from pipes, tanks and cisterns.
• Toilet not flushing (where there is no other toilet in the home).
                                                                                                                                                                                  REPAIRS SECTION
Sometimes it may be necessary to carry out temporary repairs to                                                                                                                01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                           1                   TENANT PARTICIPATION
                                                                                                                                                                                    – INVOLVING YOU
Routine Repairs - Priority Three                                     Planned Repairs                                                                   2              ABOUT THE TENANCY AGREEMENT
(within 20 working days of order being issued to contractor)         Planned Repairs are non-urgent repairs or general maintenance
                                                                     jobs which will prevent your home falling into serious disrepair.             3                        DATA PROTECTION ACT 1998
                                                                                                                                                                           AND SUBJECT ACCESS RIGHTS
Routine Repairs are non-urgent, everyday repairs which need to       Most jobs falling into this category are inspected before an order
                                                                                                                                               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
be carried out as a result of normal usage. These will normally be   is given to a contractor.                                                                 IF YOU HAVE PROBLEMS PAYING YOUR RENT)
carried out within 20 working days of the repair being reported to
the repairs team, unless an inspection is needed.                    Once the inspection has been carried out the work may be              5                               REPAIRS AND MAINTENANCE
                                                                     carried out within six months.
•   Slipped or broken slates or tiles.                                                                                                     6                     PLANNED MAINTENANCE AND PROJECTS
•   Loose or broken gutters and down pipes.                          •   Renewal of internal and external doors or windows.
                                                                                                                                           7                            COMMUNITY RESPONSIBILITIES
•   Loose or unsound wall plaster.                                   •   Renewal of baths, basins and toilets.
•   Cracked or broken windows.                                       •   Renewal of kitchen units and worktops.
                                                                                                                                           8                             HOW DO I MAKE A COMPLAINT?
•   Dripping cold water taps.                                        •   Rewiring (where this is not detrimental to health and safety of
                                                                         household).                                                       9                                       USING YOUR HOME
                                                                     •   Renewal of paths (giving access to front or back doors) fences
                                                                         and gates.                                                        10                                               SECURITY
                                                                     •   Renewal of gutters and down pipes.
                                                                     •   Repointing.                                                           11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                    (INCLUDING LEVEL OF OCCUPANCY)
                                                                     •   Broken fences and gates.
                                                                     •   Badly fitting doors and windows.                                      12                                   USEFUL CONTACTS

                                                                                                                                                                                               NOTES

                                                                                                                                                                                LIST OF PUBLICATIONS



                                                                                                                                                                                REPAIRS SECTION
                                                                                                                                                                             01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                           1                   TENANT PARTICIPATION
                                                                                                                                                                                    – INVOLVING YOU
CENTRAL HEATING AND OTHER GAS APPLIANCES                                                                                                               2              ABOUT THE TENANCY AGREEMENT
All gas central heating systems, water heaters and gas fires          HOW WILL I KNOW THAT MY REPAIR
provided by the Council are inspected and serviced every year. If     HAS BEEN ORDERED?                                                            3                        DATA PROTECTION ACT 1998
                                                                                                                                                                           AND SUBJECT ACCESS RIGHTS
your central heating system breaks down or you think that             You will receive a repair receipt within two or three days of
                                                                                                                                               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
servicing is overdue, please contact us immediately.                  reporting your repair to us where no Technical Officer visit is                          IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                                                      required.
                Boilers in a bedroom – Some people on moving                                                                               5                               REPAIRS AND MAINTENANCE
into their homes decide to use a living room as a bedroom. It is      It will give details of the repair order raised together with the
essential that you should seek the advice and permission of your      name, address and telephone number of the contractor asked to        6                     PLANNED MAINTENANCE AND PROJECTS
Estate Officer before doing this as some living rooms have boilers    do the work. It will also tell you the last date by which the work
                                                                                                                                           7                            COMMUNITY RESPONSIBILITIES
in them. In some instances it is not safe or legal to sleep in the    should be completed. There is also a section for you to complete
same room in which a boiler is located. Should the Council’s gas      and return to us. Please fill it in and send it back FREEPOST as
                                                                                                                                           8                             HOW DO I MAKE A COMPLAINT?
servicing contractor visit your home and identify that the Gas        soon as the job has been finished. Your comments help us to
Regulations are being breached by you sleeping in a room with an      judge how well or badly we are doing.                                9                                       USING YOUR HOME
open flue or back boiler it will be disconnected and you may end
up without a form of heating or hot water. This is for your safety.                                                                        10                                               SECURITY
                                                                      Who Will Do My Repair?
              If you suspect a gas leak, contact your gas             All repairs are carried out by contractors working on behalf of          11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                    (INCLUDING LEVEL OF OCCUPANCY)
supplier’s emergency service immediately using your house             Dartford Borough Council. Details of the main contractors used
phone. DO NOT USE A MOBILE TELEPHONE.                                 can be found in the section “Useful Contacts”.                           12                                   USEFUL CONTACTS

•   Turn off the gas at the meter.                                    All workers employed by contractors are required to carry an                                                             NOTES
•   DO NOT switch on any lights.                                      identification card. You should always ask to see this before you
•   DO NOT LIGHT a naked flame.                                       let anybody into your home. If you are in doubt telephone 01322                                           LIST OF PUBLICATIONS
•   Open all windows.                                                 343800 immediately.
•   Remain outside your home until it is safe to return and inform
    neighbours if you live in a block of flats.                                                                                                                                 REPAIRS SECTION
                                                                                                                                                                             01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                            1                   TENANT PARTICIPATION
                                                                                                                                                                                     – INVOLVING YOU
Repairs and Your Personal Property                                    Appointments can also be made for a Technical Officer to call if                  2              ABOUT THE TENANCY AGREEMENT
Sometimes when we undertake larger repair works at your home          required.
such as plastering and other building works, although the                                                                                           3                        DATA PROTECTION ACT 1998
                                                                                                                                                                            AND SUBJECT ACCESS RIGHTS
contractor will take all appropriate precautions to ensure that       What happens if I am not at home when the contractor calls?
                                                                                                                                                4                PAYMENT OF RENT (INCLUDING WHAT TO DO
your home and belongings are protected, it is important that you      If you are out when the contractor or a Technical Officer calls, a                        IF YOU HAVE PROBLEMS PAYING YOUR RENT)
make sure that personal belongings are put safely away.               card will be left showing a telephone number for you to ring and
                                                                      make a convenient appointment.                                        5                               REPAIRS AND MAINTENANCE
The contractor is obliged to ensure that dust sheets are used and
will move larger items of furniture for you, but for your own peace   In an emergency it may be necessary to enter your home without        6                     PLANNED MAINTENANCE AND PROJECTS
of mind, it is safest if ornaments and smaller items are moved by     notice. This will only happen where it is necessary to prevent
                                                                                                                                            7                            COMMUNITY RESPONSIBILITIES
yourselves before the work starts. Some works such as plastering      serious damage to your home or any adjacent properties.
or artexing may cause damage to wallpaper or splashes may
                                                                                                                                            8                             HOW DO I MAKE A COMPLAINT?
occur against cleaner wall areas. In the event that decorations       What happens if a contractor misses an appointment?
become damage, contact the Repairs Team on 01322 343800               Please telephone the Repairs Section as soon as possible on           9                                       USING YOUR HOME
and we will liaise with you as to how to rectify the situation.       01322 343800.
                                                                                                                                            10                                               SECURITY
The contractor will clear away the rubbish at the end of each         As a result of undertaking a review of our repairs service, most of
working day.                                                          our maintenance contracts now allow tenants to claim                      11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                     (INCLUDING LEVEL OF OCCUPANCY)
                                                                      compensation should a contractor fail to keep an appointment.
Can I make appointments for repairs to be carried out in my home?                                                                               12                                   USEFUL CONTACTS
Yes, you can make appointments with contractors for urgent,           Where appointments are made with maintenance contractors
routine and programmed works but it is more difficult to do this if   under these contracts and they fail to call, tenants may make a                                                           NOTES
the job needs to be done as an emergency, when the contractor         claim, in writing, to the Repairs Manager stating the date and
will call at your home within a few hours. Please see the             time the appointment was broken. If, after investigation, the                                              LIST OF PUBLICATIONS
contractor’s telephone number provided in the list shown under        claim is verified, a payment of between £20 and £30 can be
“Useful Contacts”.                                                    paid. In the event of a second appointment for the same job
                                                                      being broken, a further payment can be paid by the contractor.                                             REPAIRS SECTION
                                                                                                                                                                              01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                            1                   TENANT PARTICIPATION
                                                                                                                                                                                     – INVOLVING YOU
                                                                      you are still dissatisfied, you can ask for the matter to be dealt                2              ABOUT THE TENANCY AGREEMENT
What can I do if an urgent repair is not completed on time?           with by writing to the Repairs Manager or through our complaints
If the contractor fails to complete the work on time, you may have    procedure.                                                                    3                        DATA PROTECTION ACT 1998
                                                                                                                                                                            AND SUBJECT ACCESS RIGHTS
the right to ask us to employ another contractor to do the work. In
                                                                                                                                                                 PAYMENT OF RENT (INCLUDING WHAT TO DO
the first instance you should write to the Repairs Manager and        THE COUNCIL’S INTERNAL DECORATION SCHEME                                  4               IF YOU HAVE PROBLEMS PAYING YOUR RENT)
arrangements may be made for another contractor to undertake          Although it is generally your responsibility to decorate your home,
the repair. The second contractor has the same amount of time to      the Council operates two schemes to assist if you want help with      5                               REPAIRS AND MAINTENANCE
complete the work as the original contractor. In the event that the   this work.
second contractor also fails to complete the work on time you                                                                               6                     PLANNED MAINTENANCE AND PROJECTS
may be entitled to compensation under the “Statutory Right to         For households where everyone living in the home is of retirement
                                                                                                                                            7                            COMMUNITY RESPONSIBILITIES
Repair Scheme” - only certain repairs qualify under this scheme       age or physically unable to do the work, Darthomes may arrange
and a full list is shown as an appendix at the end of the section.    for one room to be decorated for you every two years.
                                                                                                                                            8                             HOW DO I MAKE A COMPLAINT?

                                                                      For all households who regardless of the occupants age or             9                                       USING YOUR HOME
The compensation entitlement is £10 plus you will get a further       physical ability live in a property that has a hall and stairs,
payment of £2 per day for every day that the repair remains           Darthomes may arrange for these to be decorated, on request,          10                                               SECURITY
outstanding up to a maximum compensation allowed for any one          once every five years, provided you supply all the materials
job of £50. The Council is entitled to offset this compensation       necessary to complete the work.                                           11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                     (INCLUDING LEVEL OF OCCUPANCY)
against any debt you may owe to the Council. For more
information, please contact the Repairs Team on 01322 343800.         The Council reserves the right to vary or withdraw this scheme.           12                                   USEFUL CONTACTS

                                                                      For further information please contact the Sheltered Housing                                                              NOTES
What can I do if I am not satisfied with the work carried out         Administration Assistant on 01322 343365.
in my home?                                                                                                                                                                      LIST OF PUBLICATIONS
In the first instance you should let the Repairs Section know as
soon as possible, either by returning the repair receipt or by
telling us what has gone wrong by telephoning 01322 343800                                                                                                                       REPAIRS SECTION
and talking to the Repairs Assistant or your Technical Officer. If                                                                                                            01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                       1                   TENANT PARTICIPATION
                                                                                                                                                                                – INVOLVING YOU
                                                                  • Electrical tests – follow the test routines on your smoke                      2              ABOUT THE TENANCY AGREEMENT
LOOKING AFTER YOUR HOME IN WINTER                                   detector and trip switches.
Be prepared for winter - regular checks you make around the       • Smoke Alarms – some properties have had smoke alarms                       3                        DATA PROTECTION ACT 1998
                                                                                                                                                                       AND SUBJECT ACCESS RIGHTS
home can prevent larger problems arising. Remove moisture to        fitted. These are for your benefit. Responsibility for regular
                                                                                                                                           4                PAYMENT OF RENT (INCLUDING WHAT TO DO
prevent mould, rot and rust.                                        testing of these rests with the occupants and you should test                          IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                                                    your smoke alarm at least once a week. The battery should be
REGULAR CHECKS AND JOBS                                             replaced at least once a year to ensure that it is still           5                               REPAIRS AND MAINTENANCE
                                                                    functioning properly. The Council will not be liable for repairs
Annually:                                                           or replacement of smoke alarms or parts thereof.                   6                     PLANNED MAINTENANCE AND PROJECTS
• Stopcock and gatevalves – make sure you can turn them
                                                                                                                                       7                            COMMUNITY RESPONSIBILITIES
  freely.
• Heating – are the controls set correctly?
                                                                                                                                       8                             HOW DO I MAKE A COMPLAINT?
• Radiators – are there any cold spots? They may need bleeding.
• Chimneys – if you use solid fuel, have the flues been swept?                                                                         9                                       USING YOUR HOME
• Roofs – check there are no slates or tiles loose or missing.
• Gutters and downpipes – are any leaking or blocked?                                                                                  10                                               SECURITY

Regularly:                                                                                                                                 11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                (INCLUDING LEVEL OF OCCUPANCY)
• Windows – wipe down windows and cills to remove
  condensation puddles. Clean off any mould growth using a                                                                                 12                                   USEFUL CONTACTS
  diluted bleach wash.
• Wastepipes – clean through sink wastes with washing soda                                                                                                                                 NOTES
  and hot water.
• Limescale – remove scale from taps, sinks, baths and toilet                                                                                                               LIST OF PUBLICATIONS
  pan with a descaler available from most DIY stores.
• Gullies – clear any leaves or debris from covers and check
  that water flows freely.                                                                                                                                                  REPAIRS SECTION
• Hinges and locks – lubricate with a little oil.                                                                                                                        01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                            1                   TENANT PARTICIPATION
                                                                                                                                                                                     – INVOLVING YOU
A TEN POINT PLAN FROM DARTHOMES’ CODE OF                          5. Disruption – operatives must ensure there is minimum                               2              ABOUT THE TENANCY AGREEMENT
CONDUCT FOR CONTRACTORS                                           disruption to the customer and that work is limited to one room
This plan has been prepared to:                                   at a time if at all possible.                                                     3                        DATA PROTECTION ACT 1998
                                                                                                                                                                            AND SUBJECT ACCESS RIGHTS
• Promote reliability and efficiency;
                                                                                                                                                4                PAYMENT OF RENT (INCLUDING WHAT TO DO
• Facilitate the confidence and trust of customers;               6. Damage to customer’s property – any damage to                                              IF YOU HAVE PROBLEMS PAYING YOUR RENT)
• Ensure good practice and standards;                             customer’s property resulting from negligence of operatives must
• Maintain a quality service to customers.                        be compensated for by the contractor.                                     5                               REPAIRS AND MAINTENANCE

1. Identification – all operatives must be of smart appearance    7. Customer’s services – electric and gas supplies may only be            6                     PLANNED MAINTENANCE AND PROJECTS
and wear an identification card which shows their name and        used with the resident’s permission and satisfactory payment,
                                                                                                                                            7                            COMMUNITY RESPONSIBILITIES
photograph and the name and telephone number of the               where appropriate, must be made to the customer prior to use.
contractor they work for.                                         Reconnection and testing of the customer’s services such as
                                                                                                                                            8                             HOW DO I MAKE A COMPLAINT?
                                                                  water, gas and electricity to be undertaken at the end of each day.
2. Access – all appointments made between the customer and                                                                                  9                                       USING YOUR HOME
the contractor must be kept. Operatives must ensure that they     8. Health and Safety – the site must be kept safe at all times.
adhere to the arrangements that have been made and that they      Fire exits, lifts, staircases, corridors and doorways must be kept        10                                               SECURITY
are punctual.                                                     clear and not blocked by the contractor’s tools or materials.
                                                                                                                                                11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                     (INCLUDING LEVEL OF OCCUPANCY)
3. Formal on-site arrangements – the customer must remain         9. Site clearance – on completion of work, the site must be cleared
on site at all times when the operative is present in the home.   of all debris, dust, waste materials and tidied at the end of each day.       12                                   USEFUL CONTACTS
Operatives must ensure that they are never left alone with
minors. Operatives must not seek to obtain private work from      10. Absolute respect – operatives must be polite and courteous                                                                NOTES
their customers.                                                  to the customer at all times. Racist or sexist remarks or innuendos
                                                                  will result in the operative being removed from site immediately.                                              LIST OF PUBLICATIONS
4. Protection of customer’s property – operatives must treat
the homes of customers with respect and ensure that suitable      All staff of the Council and its contractors are required to deal
protection is arranged for the customer’s property and that       with customers promptly and show patience, understanding and                                                   REPAIRS SECTION
delicate or valuable items are removed from the work area.        sensitivity at all times.                                                                                   01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                        1                   TENANT PARTICIPATION
                                                                                                                                                                                 – INVOLVING YOU
TENANTS’ RIGHT TO COMPENSATION                                         Compensation For Improvements                                                2              ABOUT THE TENANCY AGREEMENT
FOR IMPROVEMENTS                                                       If your tenancy is coming to an end, you may be able to get
                                                                       compensation from the Council for the improvements you have              3                        DATA PROTECTION ACT 1998
                                                                                                                                                                        AND SUBJECT ACCESS RIGHTS
Improvements To Your Home                                              made. You have the right to compensation for certain
                                                                                                                                            4                PAYMENT OF RENT (INCLUDING WHAT TO DO
You may make improvements to your home, including a new                improvements, such as a new bathroom, toilet, kitchen, central                       IF YOU HAVE PROBLEMS PAYING YOUR RENT)
kitchen, bathroom and toilet and outside painting. You must get        heating and energy efficiency and home security improvements.
Darthomes to agree to any of these changes in writing first and        You may also be able to get compensation for other               5                               REPAIRS AND MAINTENANCE
the work must have been completed to an agreed standard.               improvements you have made. Ask your Estate Officer if the
                                                                       improvements are eligible for compensation. You can only apply   6                     PLANNED MAINTENANCE AND PROJECTS
Some tenants are choosing to fit laminated flooring in their homes.    for compensation when your tenancy ends – which is usually
                                                                                                                                        7                            COMMUNITY RESPONSIBILITIES
You should obtain permission from your Estate Officer and you will     when you move.
be responsible for lifting the flooring should access be required by
                                                                                                                                        8                             HOW DO I MAKE A COMPLAINT?
the Council’s contractor to repair a problem under the flooring.       You will need to show the Council bills for the work done. The
Naturally, every effort will be made to avoid causing damage but       Council will work out how much compensation to pay you. This     9                                       USING YOUR HOME
we would remind you of the difficulties that may arise.                will depend on the work you have had done and how long ago the
                                                                       work was done.                                                   10                                               SECURITY
You may wish to fix a television aerial or satellite dish. You may
need planning permission from the Council for this and in the                                                                               11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                 (INCLUDING LEVEL OF OCCUPANCY)
first instance you should contact your Estate Officer for advice
and landlord’s consent as there may be restrictions affecting                                                                               12                                   USEFUL CONTACTS
residents in flats and maisonettes.
                                                                                                                                                                                            NOTES

                                                                                                                                                                             LIST OF PUBLICATIONS



                                                                                                                                                                             REPAIRS SECTION
                                                                                                                                                                          01322 343800
REPAIRS AND MAINTENANCE

                                                                                                                                                                                  1                   TENANT PARTICIPATION
                                                                                                                                                                                                           – INVOLVING YOU
APPENDIX: QUALIFYING REPAIRS FOR STATUTORY RIGHT TO REPAIR SCHEME                                                                                                             2              ABOUT THE TENANCY AGREEMENT
REPAIR                                                                                              PRESCRIBED PERIOD IN WORKING DAYS
TOTAL LOSS OF ELECTRIC POWER                                                                                        1                                                     3                        DATA PROTECTION ACT 1998
                                                                                                                                                                                                  AND SUBJECT ACCESS RIGHTS
PARTIAL LOSS OF ELECTRIC POWER                                                                                      3
                                                                                                                                                                      4                PAYMENT OF RENT (INCLUDING WHAT TO DO
UNSAFE POWER OR LIGHTING SOCKET OR ELECTRICAL FITTING                                                               1                                                                 IF YOU HAVE PROBLEMS PAYING YOUR RENT)
TOTAL LOSS OF WATER SUPPLY                                                                                          1
PARTIAL LOSS OF WATER SUPPLY                                                                                        3                                             5                               REPAIRS AND MAINTENANCE
TOTAL OR PARTIAL LOSS OF GAS SUPPLY                                                                                 1
BLOCKED FLUE TO OPEN FIRE OR BOILER                                                                                 1                                             6                     PLANNED MAINTENANCE AND PROJECTS
TOTAL OR PARTIAL LOSS OF SPACE OR WATER HEATING BETWEEN 31 OCTOBER AND 1 MAY                                        1
                                                                                                                                                                  7                            COMMUNITY RESPONSIBILITIES
                                                                                                                    3
TOTAL OR PARTIAL LOSS OF SPACE OR WATER HEATING BETWEEN 30 APRIL AND 1 NOVEMBER                                    N/A
                                                                                                                                                                  8                             HOW DO I MAKE A COMPLAINT?
                                                                                                                    1
LOSS OR PARTIAL LOSS OF SPACE OR WATER HEATING WHERE NO ALTERNATIVE HEATING IS AVAILABLE                            1
                                                                                                                                                                  9                                       USING YOUR HOME
                                                                                                                    3
BLOCKED OR LEAKING FOUL DRAIN, SOIL STACK OR TOILET PAN (WHEN NO OTHER WORKING TOILET IN THE HOUSE)                 3                                             10                                               SECURITY
                                                                                                                    1
TOILET NOT FLUSHING (WHEN NO OTHER WORKING WC IN THE HOUSE)                                                         1                                                 11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                                           (INCLUDING LEVEL OF OCCUPANCY)
BLOCKED SINK, BATH OR BASIN                                                                                         3
TAP WHICH CANNOT BE TURNED                                                                                          3                                                 12                                   USEFUL CONTACTS
LEAKING FROM WATER OR HEATING PIPE, TANK OR CISTERN                                                                 7
INSECURE EXTERNAL WINDOW, DOOR OR LOCK                                                                              7                                                                                                 NOTES
LOOSE OR DETACHED BANISTER OR HAND RAIL                                                                             7
ROTTEN TIMBER FLOORING OR STAIR TREAD                                                                               3                                                                                  LIST OF PUBLICATIONS
LEAKING ROOF                                                                                                        7
DOOR ENTRYPHONE NOT WORKING                                                                                         7
EXTRACTOR FAN IN INTERNAL KITCHEN OR BATHROOM NOT WORKING                                                           7                                                                                  REPAIRS SECTION
Source: Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994, SI No. 133 (as amended by SI 1994 No. 844). Note: n/a = not applicable.                                     01322 343800
PLANNED MAINTENANCE AND PROJECTS

• CONSULTATION

• PROJECT MANAGEMENT

• GAS SAFETY REGULATIONS, TECHNICAL REGULATIONS AND HEALTH AND SAFETY

• ENVIRONMENTAL IMPROVEMENTS AND SECURITY

• MODERNISATIONS AND IMPROVEMENT SCHEMES                                6   PLANNED MAINTENANCE AND PROJECTS




                                                                                                    6
                                                                                    PLANNED MAINTENANCE
                                                                                      01322 343230
PLANNED MAINTENANCE AND PROJECTS

                                                                                                                                                     1                   TENANT PARTICIPATION
                                                                                                                                                                              – INVOLVING YOU
Darthomes undertake planned and preventative maintenance to        CONSULTATION                                                                  2              ABOUT THE TENANCY AGREEMENT
provide continuous and sustained improvements to its properties.   As the work the Planned Maintenance Team undertakes affects
The objective of Darthomes Planned Maintenance Team is to          the homes of our residents so fundamentally, extensive                    3                        DATA PROTECTION ACT 1998
                                                                                                                                                                     AND SUBJECT ACCESS RIGHTS
develop schemes that provide environmental improvements and        consultation exercises are part of the Team’s work. It is
                                                                                                                                         4                PAYMENT OF RENT (INCLUDING WHAT TO DO
high standards of accommodation for the Council’s tenants and      paramount that the majority of residents approve the nature and                       IF YOU HAVE PROBLEMS PAYING YOUR RENT)
residents. This can be demonstrated through the following areas    scope of the work that is planned. Dartford Borough Council
of responsibility the Team has:–                                   encourages tenants and residents to participate in all areas of   5                               REPAIRS AND MAINTENANCE
                                                                   management, however, as well as consulting the Tenant Forum,
• Major repairs (Capital Programme), structural works, window      the Planned Maintenance Team will also seek the views of the      6                     PLANNED MAINTENANCE AND PROJECTS
  replacement programmes, rewiring, modernisation projects for     residents directly affected by proposed schemes of work as well
                                                                                                                                     7                            COMMUNITY RESPONSIBILITIES
  kitchens and bathrooms.                                          as other external agencies such as the Police.
• Gas servicing in accordance with the Gas Safety Regulations.
                                                                                                                                     8                             HOW DO I MAKE A COMPLAINT?
  Heating installation and removal. Energy efficiency.
• Electrical testing and rewiring properties.                      PROJECT MANAGEMENT                                                9                                       USING YOUR HOME
• Provision of aids and adaptations for the disabled.              The Planned Maintenance Team act as project managers, being
• External redecorations.                                          residents’ point of contact throughout all works. In some         10                                               SECURITY
• Environmental improvements including works to improve            circumstances external consultants are appointed to manage the
  security and controlled entry.                                   project, however, there will always be a Darthomes member of          11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                              (INCLUDING LEVEL OF OCCUPANCY)
• Maintenance of the stock condition database to monitor the       staff responsible for the overall management of the project who
  need to renew key elements of the Council’s housing stock.       you will be able to talk to.                                          12                                   USEFUL CONTACTS

                                                                                                                                                                                         NOTES

                                                                                                                                                                          LIST OF PUBLICATIONS



                                                                                                                                                                    PLANNED MAINTENANCE
                                                                                                                                                                       01322 343230

                                                                                                                                                                                       6
PLANNED MAINTENANCE AND PROJECTS

                                                                                                                                                               1                   TENANT PARTICIPATION
                                                                                                                                                                                        – INVOLVING YOU
GAS SAFETY REGULATIONS, TECHNICAL                                      and other organisations with regard to identifying real security                    2              ABOUT THE TENANCY AGREEMENT
REGULATIONS AND HEALTH AND SAFETY                                      needs on estates ensuring “secure by design” – real solutions to
Our response to our customers’ health and safety needs is driven       real problems. For example:                                                     3                        DATA PROTECTION ACT 1998
                                                                                                                                                                               AND SUBJECT ACCESS RIGHTS
by our commitment to provide a safe environment. The Gas in
                                                                                                                                                   4                PAYMENT OF RENT (INCLUDING WHAT TO DO
Use Regulations 1994 were introduced by the Government to              –   communal security entry systems installation to blocks on estates                       IF YOU HAVE PROBLEMS PAYING YOUR RENT)
ensure landlords in both the private and public sector be legally      –   security lighting to high risk areas on estates
bound to ensure the safety of all the gas appliances contained         –   limiting access routes                                              5                               REPAIRS AND MAINTENANCE
within its housing stock.                                              –   provision of defensible “private” space
                                                                                                                                               6                     PLANNED MAINTENANCE AND PROJECTS
This is done with an annual inspection and servicing of every gas      Schemes such as these will be individually designed with
                                                                                                                                               7                            COMMUNITY RESPONSIBILITIES
appliance. After each service a safety certificate is issued stating   residents to seek solutions that are most likely to succeed.
that the appliance is operating in working order. Where our
                                                                                                                                               8                             HOW DO I MAKE A COMPLAINT?
contractor fails to gain access, the tenants are written to to make
an appointment. If this fails after 3 attempts because the tenant                                                                              9                                       USING YOUR HOME
ignores the notice, the Council has right of access to ensure that
the appliances are operating safely, therefore, when encountering                                                                              10                                               SECURITY
continuous refusal for access to undertake this essential work,
the Council’s right of access will be enforced.                                                                                                    11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                        (INCLUDING LEVEL OF OCCUPANCY)

Darthomes, in its continuous journey endeavouring to meet the                                                                                      12                                   USEFUL CONTACTS
safety needs of its tenants, has installed to date within its
sheltered accommodation 500 smoke alarms with 10 year                                                                                                                                              NOTES
batteries.
                                                                                                                                                                                    LIST OF PUBLICATIONS
ENVIRONMENTAL IMPROVEMENTS AND SECURITY




                                                                                                                                                                                                 6
Darthomes has formed partnerships with internal and external
organisations that have enhanced its approach to meeting the                                                                                                                  PLANNED MAINTENANCE
security needs of its customers. Consultation with tenants, police                                                                                                               01322 343230
PLANNED MAINTENANCE AND PROJECTS

                                                                                    1                   TENANT PARTICIPATION
                                                                                                             – INVOLVING YOU
MODERNISATION AND IMPROVEMENT SCHEMES                                           2              ABOUT THE TENANCY AGREEMENT
These are very much driven by the Stock Condition Survey which
shows where investment is needed and when to maintain the                   3                        DATA PROTECTION ACT 1998
                                                                                                    AND SUBJECT ACCESS RIGHTS
housing stock in a good condition. Darthomes are constantly
                                                                        4                PAYMENT OF RENT (INCLUDING WHAT TO DO
revising standards with residents’ representatives to ensure that                       IF YOU HAVE PROBLEMS PAYING YOUR RENT)
the future programmes at work are effectively budgeted for to
provide every tenant with a decent home. At the time of drafting    5                               REPAIRS AND MAINTENANCE
this handbook, the guidance and policies were very much in their
infancy. Darthomes adopts a very planned approach to the            6                     PLANNED MAINTENANCE AND PROJECTS
renewal and modernisation of fixtures and fittings within its
                                                                    7                            COMMUNITY RESPONSIBILITIES
housing stock, however, we value input from residents on what
needs doing and prioritising the work to be done.
                                                                    8                             HOW DO I MAKE A COMPLAINT?

If you require further or more detailed information regarding       9                                       USING YOUR HOME
planned maintenance, please telephone 01322 343230 or write
to the Planned Maintenance Manager.                                 10                                               SECURITY

                                                                        11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                             (INCLUDING LEVEL OF OCCUPANCY)

                                                                        12                                   USEFUL CONTACTS

                                                                                                                        NOTES

                                                                                                         LIST OF PUBLICATIONS



                                                                                                   PLANNED MAINTENANCE
                                                                                                      01322 343230

                                                                                                                      6
COMMUNITY RESPONSIBILITIES

• WHAT ARE MY RESPONSIBILITIES?

• WHAT CAN I DO ABOUT NUISANCE?

• WHAT ABOUT HARASSMENT?

• NEIGHBOUR COMPLAINT RECORD AND MONITORING SHEET

• GUIDANCE NOTES ON COMPLETING MONITORING SHEET

• COMPLETING YOUR NUISANCE RECORD SHEET             7   COMMUNITY RESPONSIBILITIES




                                                                           7
                                                               ESTATE OFFICERS
                                                            01322 343964
                                                            01322 343578
COMMUNITY RESPONSIBILITIES

                                                                                                                                                          1                   TENANT PARTICIPATION
                                                                                                                                                                                   – INVOLVING YOU

WHAT ARE MY RESPONSIBILITIES?                                        WHAT CAN I DO ABOUT NUISANCE?                                                    2              ABOUT THE TENANCY AGREEMENT
Your Tenancy Agreement sets out obligations and responsibilities     If you are disturbed by the behaviour of a neighbour or their
for living as part of the community. Above all, tenants are          family or guests, begin by speaking politely to them, they may not           3                        DATA PROTECTION ACT 1998
                                                                                                                                                                          AND SUBJECT ACCESS RIGHTS
expected to show respect and tolerance. Darthomes will take          be aware that they are causing a problem. If this does not work:
                                                                                                                                              4                PAYMENT OF RENT (INCLUDING WHAT TO DO
action against instances of nuisance or harassment under the                                                                                                  IF YOU HAVE PROBLEMS PAYING YOUR RENT)
terms of the tenancy agreement and also in conjunction with the      • Put your complaint in writing to your Estate Officer.
police and other agencies, in accordance with the Crime and          • Keep a note of the time, date and nature of any disturbance.       5                               REPAIRS AND MAINTENANCE
Disorder Act 1998.                                                     Your Estate Officer can send you a form to help you do this.
                                                                       (An example of this form is shown later).                          6                     PLANNED MAINTENANCE AND PROJECTS
Examples of nuisance behaviour include playing loud music,           • Send the details to your Estate Officer.
                                                                                                                                          7                            COMMUNITY RESPONSIBILITIES
arguing and swearing, dogs barking and fouling, offensive
drunkenness, dumping rubbish, playing ball games close to            We will discuss matters with you and your neighbour to try and
                                                                                                                                          8                             HOW DO I MAKE A COMPLAINT?
someone’s house or any criminal activity.                            sort out the problem or may refer your complaint to a mediation
                                                                     service with your agreement.                                         9                                       USING YOUR HOME
Harassment may be a criminal offence and Darthomes will act
very quickly to stop people who victimise others or (in accordance   If there is still no improvement and where the nuisance is           10                                               SECURITY
with Dartford Borough Council’s Equal Opportunities Policy) those    serious, legal action may be taken and you may have to go to
who discriminate against others without justification.               Court as a witness. If you have kept written details, this will          11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                   (INCLUDING LEVEL OF OCCUPANCY)
                                                                     greatly help the case.
Examples of harassment include abusive behaviour and                                                                                          12                                   USEFUL CONTACTS
language, using or threatening to use violence, damaging or          For Court action to be considered, at least two complainants need
threatening to damage another person’s home, writing                 to be prepared to go to Court as witnesses and if the case is to                                                         NOTES
threatening, abusive or insulting graffiti. Interfering with the     succeed, there must be enough evidence.
peace, comfort or convenience of other people.                                                                                                                                 LIST OF PUBLICATIONS




                                                                                                                                                                                            7
                                                                                                                                                                               ESTATE OFFICERS
                                                                                                                                                                            01322 343964
                                                                                                                                                                            01322 343578
COMMUNITY RESPONSIBILITIES

                                                                                       1                   TENANT PARTICIPATION
                                                                                                                – INVOLVING YOU

WHAT ABOUT HARASSMENT?                                                             2              ABOUT THE TENANCY AGREEMENT
If you are experiencing harassment, including racial harassment:
• Tell the Police immediately of any violence, threats, damage to              3                        DATA PROTECTION ACT 1998
                                                                                                       AND SUBJECT ACCESS RIGHTS
    your property or other criminal acts.
                                                                           4                PAYMENT OF RENT (INCLUDING WHAT TO DO
• Contact your Estate Officer immediately.                                                 IF YOU HAVE PROBLEMS PAYING YOUR RENT)
• All reports of harassment will be investigated.
• Keep note of the time, date and nature of any disturbance.           5                               REPAIRS AND MAINTENANCE
    Your Estate Officer can send you a form to help you do this.
    (An example of this form is shown later.)                          6                     PLANNED MAINTENANCE AND PROJECTS
• Send these details to your Estate Officer.
                                                                       7                            COMMUNITY RESPONSIBILITIES
Legal action may be taken and may include taking out an injunction
                                                                       8                             HOW DO I MAKE A COMPLAINT?
or instituting criminal proceedings. In addition to any action under
the Tenancy Agreement, the Council may consider application to the     9                                       USING YOUR HOME
Court under the Crime and Disorder Act 1998, in partnership with
the Police and other agencies, for an Order against the person         10                                               SECURITY
causing the nuisance or harassment. If a Dartford Borough Council
tenant is involved, possession proceedings may be taken. If you            11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                (INCLUDING LEVEL OF OCCUPANCY)
have taken written details, this will greatly help any case.
                                                                           12                                   USEFUL CONTACTS
Apart from contacting Darthomes, you may also wish to contact:
• The Police.                                                                                                              NOTES
• The Environmental Health Department
  (about noise, dogs, bonfires, etc.)                                                                       LIST OF PUBLICATIONS
• The Citizens’ Advice Bureau / Law Centre / Solicitors.




                                                                                                                         7
• Mediation Services.
• Details of useful contact numbers can be found in the                                                     ESTATE OFFICERS
  “Useful Contacts” section.                                                                             01322 343964
                                                                                                         01322 343578
COMMUNITY RESPONSIBILITIES

                                                                                                                                                              1                   TENANT PARTICIPATION
                                                                                                                                                                                       – INVOLVING YOU

   NEIGHBOUR COMPLAINT RECORD AND MONITORING SHEET                                                                                                        2              ABOUT THE TENANCY AGREEMENT

                                                                                                                                                      3                        DATA PROTECTION ACT 1998
 COMPLAINT      NAME                                       ADDRESS                                                                                                            AND SUBJECT ACCESS RIGHTS
 AGAINST
                                                                                                                                                  4                PAYMENT OF RENT (INCLUDING WHAT TO DO
 YOUR           NAME                                       ADDRESS                                                                                                IF YOU HAVE PROBLEMS PAYING YOUR RENT)
 DETAILS
                PHONE NO.                                                                                                                     5                               REPAIRS AND MAINTENANCE

THIS RECORD SHEET CAN BE USED IN A COURT OF LAW. PLEASE REFER TO NOTES OVERLEAF BEFORE COMPLETING.
                                                                                                                                              6                     PLANNED MAINTENANCE AND PROJECTS
   DATE          TIME            NATURE OF DISTURBANCE      HOW DOES THIS AFFECT YOU? NAME & ADDRESS OF ANY WITNESS/   ACTION TAKEN
           STARTED ENDED                                                                 NO. OF POLICE OFFICER etc.
                                                                                                                                              7                            COMMUNITY RESPONSIBILITIES

                                                                                                                                              8                             HOW DO I MAKE A COMPLAINT?

                                                                                                                                              9                                       USING YOUR HOME

                                                                                                                                              10                                               SECURITY

                                                                                                                                                  11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                       (INCLUDING LEVEL OF OCCUPANCY)

                                                                                                                                                  12                                   USEFUL CONTACTS

                                                                                                                                                                                                  NOTES

                                                                                                                                                                                   LIST OF PUBLICATIONS
 CASE                                                                           SIGNATURE




                                                                                                                                                                                                7
                NAME
 OFFICER
 I CAN CONFIRM THAT THE DETAILS ON THIS SHEET ARE A TRUE STATEMENT OF EVENTS:   YOUR SIGNATURE                                (Complainant)                                        ESTATE OFFICERS
                                                                                                                                                                                01322 343964
                                                                                                                                                                                01322 343578
COMMUNITY RESPONSIBILITIES

                                                                                                                                                              1                   TENANT PARTICIPATION
                                                                                                                                                                                       – INVOLVING YOU

GUIDANCE NOTES ON COMPLETING MONITORING SHEET                          2. Enter details of the time and nature of the nuisance soon after                 2              ABOUT THE TENANCY AGREEMENT
                                                                          the event.
KEEPING A RECORD OF THE DISTURBANCE                                                                                                                   3                        DATA PROTECTION ACT 1998
                                                                                                                                                                              AND SUBJECT ACCESS RIGHTS
                                                                       3. Enter the day and date that the nuisance occurs with the
                                                                                                                                                  4                PAYMENT OF RENT (INCLUDING WHAT TO DO
Introduction                                                              time it started and stopped. Please use either a.m. or p.m.                             IF YOU HAVE PROBLEMS PAYING YOUR RENT)
It is important that an accurate record of nuisance is kept for two       after the times.
reasons:                                                                                                                                      5                               REPAIRS AND MAINTENANCE
i. to provide evidence in a court of law, if necessary, that           4. Describe the nuisance in as much detail as possible, for example:
    nuisance is occurring; and                                            a. the type of noise – drilling, barking dog, loud music.           6                     PLANNED MAINTENANCE AND PROJECTS
ii. if Darthomes is to investigate, to help the officer dealing with      b. how loud is it? – I could not hear my own television, I
                                                                                                                                              7                            COMMUNITY RESPONSIBILITIES
    your case to decide the best days and times to visit in order to         could hear the words of the song (do you know the song?)
    hear or witness the nuisance.                                         c. how does it disturb you? – it woke me up, I could not
                                                                                                                                              8                             HOW DO I MAKE A COMPLAINT?
                                                                             concentrate on my book.
Darthomes has designed a nuisance record sheet to help you                d. who was causing the disturbance? – write down their              9                                       USING YOUR HOME
keep a note of events. If you need more copies please do not                 names or nicknames.
hesitate to ask the officer dealing with your case.                       e. describe what they looked like (hair colour or any               10                                               SECURITY
                                                                             distinguishing features)
If you have difficulty writing, or there are some other reasons why                                                                               11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                       (INCLUDING LEVEL OF OCCUPANCY)
you cannot complete a record sheet, please talk to us for advice.      5. Write down the names and addresses of any witnesses and
                                                                          ensure you ask for the police officer’s name and number if              12                                   USEFUL CONTACTS
                                                                          necessary.
                                                                                                                                                                                                  NOTES
COMPLETING YOUR NUISANCE RECORD SHEET                                  6. Ensure what you write is accurate and sign to confirm that the
1. Enter the address where the nuisance is coming from in the             details on the sheet are a correct account of events.                                                    LIST OF PUBLICATIONS
   space at the top of the table. You need to be sure you have got




                                                                                                                                                                                                7
   the correct address. If you are disturbed by noise from more
   than one address, then fill in a separate Nuisance Record                                                                                                                       ESTATE OFFICERS
   Sheet for each address.                                                                                                                                                      01322 343964
                                                                                                                                                                                01322 343578
HOW DO I MAKE A COMPLAINT?

• COMPLAINTS PROCEDURE




                             8   HOW DO I MAKE A COMPLAINT?




                                                   8
                                        ESTATE OFFICERS
                                    01322 343964
                                    01322 343578
HOW DO I MAKE A COMPLAINT?

                                                                                                                                                        1                   TENANT PARTICIPATION
                                                                                                                                                                                 – INVOLVING YOU

COMPLAINTS PROCEDURE                                                 Stage Three                                                                    2              ABOUT THE TENANCY AGREEMENT
Darthomes aims to provide the best value to tenants and              • If you remain dissatisfied, you may appeal to the Executive
Dartford Borough Council residents in its services. You can help        Director who will arrange for an independent review by a                3                        DATA PROTECTION ACT 1998
                                                                                                                                                                        AND SUBJECT ACCESS RIGHTS
to shape these services by letting us know how we are doing.            Senior Officer from another Directorate or by an independent
                                                                                                                                            4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                        arbitrator.                                                                         IF YOU HAVE PROBLEMS PAYING YOUR RENT)
You may wish to suggest improvements, or compliment a service
that has improved. Sometimes you may feel that what we have          Finally, you have the right to approach the Local Government       5                               REPAIRS AND MAINTENANCE
done is wrong or you may feel unhappy with a decision.               Ombudsman. For further information on how to complain to the
                                                                     Ombudsman, please refer to the booklet “Complaint about the        6                     PLANNED MAINTENANCE AND PROJECTS
Darthomes welcomes your comments, compliments or                     Council? How to complain to your local Ombudsman”. You can
                                                                                                                                        7                            COMMUNITY RESPONSIBILITIES
complaints.                                                          obtain a copy from the main reception point at the Civic Centre.
                                                                                                                                        8                             HOW DO I MAKE A COMPLAINT?

HOW DO I MAKE A COMPLAINT:                                                                                                              9                                       USING YOUR HOME
Stage One                                                            THE COUNCIL’S CORPORATE COMPLAINTS PROCEDURE
• Tell your Estate Officer, Technical Officer or Sheltered Housing   The above is Darthomes’ own procedure which helps us to            10                                               SECURITY
   Officer in person, by telephone or in writing.                    resolve operational problems effectively and learn from our
• Write to the Housing Complaints Officer.                           mistakes. You may at any time fill in a Dartford Borough Council       11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                 (INCLUDING LEVEL OF OCCUPANCY)
• We will send an acknowledgement within 7 working days of           Corporate Complaints Form available from your Estate Officer or
   receipt. You will receive a full response, where necessary,       from the reception point at the Civic Centre.                          12                                   USEFUL CONTACTS
   within three weeks.
                                                                                                                                                                                            NOTES
Stage Two
• If your complaint is not resolved to your satisfaction, you                                                                                                                LIST OF PUBLICATIONS
   should write to the Head of Housing Services or the Director of




                                                                                                                                                                                          8
   Community Services who will appoint a Senior Officer to
   investigate and reply to you within 7 working days.                                                                                                                       ESTATE OFFICERS
                                                                                                                                                                          01322 343964
                                                                                                                                                                          01322 343578
USING YOUR HOME

• WHO IS RESPONSIBLE FOR LOOKING AFTER MY GARDEN?
• AM I ALLOWED TO KEEP PETS?
• WHERE CAN I PARK MY CAR?
• CARAVANS
• ESTATE CAR PARKING AND GARAGES
• WHO LOOKS AFTER THE COMMUNAL AREAS?
• GROUNDS MAINTENANCE
• RUBBISH DISPOSAL
• CLINICAL WASTE
• LAUNDRY FACILITIES                                9      USING YOUR HOME
• MOVING HOME
• MUTUAL EXCHANGE
• HOME INSURANCE
• ENERGY EFFICIENCY
• CAN I RUN A BUSINESS FROM HOME?
• WHAT HAPPENS IF I DO NOT OCCUPY MY HOME?




                                                                    9
                                                         ESTATE OFFICERS
                                                        01322 343964
                                                        01322 343578
USING YOUR HOME

                                                                                                                                                         1                   TENANT PARTICIPATION
                                                                                                                                                                                  – INVOLVING YOU

WHO IS RESPONSIBLE FOR                                               WHERE CAN I PARK MY CAR?                                                        2              ABOUT THE TENANCY AGREEMENT
LOOKING AFTER MY GARDEN?                                             Some Council homes have paved areas and drives provided for
You are responsible for looking after your garden and keeping it     car parking. These areas have been designed not to damage the               3                        DATA PROTECTION ACT 1998
                                                                                                                                                                         AND SUBJECT ACCESS RIGHTS
tidy. If you do not, Darthomes may arrange to clear it and charge    structure of your house and there is a ramp over the kerb so that
                                                                                                                                             4                PAYMENT OF RENT (INCLUDING WHAT TO DO
you for the work. Make sure you look after your hedges, trees and    cars can get in or out. You must not park your car on any                               IF YOU HAVE PROBLEMS PAYING YOUR RENT)
shrubs, especially if they are next to your neighbour’s property.    pedestrian area as this will damage the land and pavement and
The “Repairs and Maintenance” section refers to the Council’s        lead to underground pipes cracking.                                 5                               REPAIRS AND MAINTENANCE
responsibility to maintain those paths giving access to your front
and back doors; you are responsible for any other garden path. If                                                                        6                     PLANNED MAINTENANCE AND PROJECTS
you and everyone living with you are of retirement age or            CARAVANS
                                                                                                                                         7                            COMMUNITY RESPONSIBILITIES
physically unable to do the work, Darthomes may arrange for          Caravans may be parked on a hard standing behind the building
assistance with grass cutting only. Contact us on 01322 343365.      line.
                                                                                                                                         8                             HOW DO I MAKE A COMPLAINT?

                                                                     You must obtain written permission from your Estate Officer         9                                       USING YOUR HOME
                                                                     before keeping a caravan.
AM I ALLOWED TO KEEP PETS?                                                                                                               10                                               SECURITY
You may keep domestic pets unless you are a tenant of an
enclosed sheltered housing scheme. You must not let your pet                                                                                 11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                  (INCLUDING LEVEL OF OCCUPANCY)
become a nuisance. When you are outside, keep your dog on a
lead and under proper control. You may be fined if your dog fouls                                                                            12                                   USEFUL CONTACTS
in a public area so be prepared to use a dog bin.
                                                                                                                                                                                             NOTES
If your dog causes a nuisance or harms your neighbours or
others, you will have to remove it from your home and will risk                                                                                                               LIST OF PUBLICATIONS
possession proceedings being taken against you.




                                                                                                                                                                                           9
                                                                                                                                                                              ESTATE OFFICERS
                                                                                                                                                                           01322 343964
                                                                                                                                                                           01322 343578
USING YOUR HOME

                                                                                                                                                           1                   TENANT PARTICIPATION
                                                                                                                                                                                    – INVOLVING YOU

ESTATE CAR PARKING AND GARAGES                                        GROUNDS MAINTENANCE                                                              2              ABOUT THE TENANCY AGREEMENT
Garages are available for rent in some locations. If you are          Grass is cut every two weeks (March to November). It should be
interested in renting a garage, please contact your Estate Officer.   litter picked before it is cut and cuttings should be swept off              3                        DATA PROTECTION ACT 1998
                                                                                                                                                                           AND SUBJECT ACCESS RIGHTS
Other parking spaces are provided for tenants and their visitors.     footways. The bases of trees, posts etc. should be strimmed. Cut
                                                                                                                                               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
Park carefully so that there is enough room for other drivers,        grass should be neat and no higher than 5cm. Shrub beds are                              IF YOU HAVE PROBLEMS PAYING YOUR RENT)
pedestrians and emergency vehicles to pass and so that                also visited every two weeks, again during the period March to
footpaths and verges are not damaged. You may also be                 November. Dead flower heads, weeds and litter should be              5                               REPAIRS AND MAINTENANCE
prosecuted under the Council’s Byelaws if you drive over or park      removed. Minor pruning is carried out fortnightly (March to
on these areas. Parking is provided for taxed and roadworthy          November) - major pruning happens in November each year.             6                     PLANNED MAINTENANCE AND PROJECTS
vehicles only.                                                        Trees are inspected on request. If you have any queries, you
                                                                                                                                           7                            COMMUNITY RESPONSIBILITIES
                                                                      should in the first instance contact the Environmental Services
You should not park lorries or commercial vehicles on estate car      Team on 01322 343290.
                                                                                                                                           8                             HOW DO I MAKE A COMPLAINT?
parks. Abandoned or untaxed vehicles will be towed away and
disposed of and you may be recharged for any costs incurred.                                                                               9                                       USING YOUR HOME
                                                                      RUBBISH DISPOSAL
Some parking spaces are provided for disabled people. Please be       All household refuse should be disposed of in the bins provided,     10                                               SECURITY
considerate and leave these spaces for those with mobility            either individually or in bin stores where appropriate. Do not
problems.                                                             obstruct the bin stores or put bulky objects into them. Wrap glass       11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                    (INCLUDING LEVEL OF OCCUPANCY)
                                                                      first. Do not let the bin overflow as this encourages rats and
                                                                      mice.                                                                    12                                   USEFUL CONTACTS
WHO LOOKS AFTER THE COMMUNAL AREAS?
If you live in a flat or maisonette, you will be responsible for                                                                                                                               NOTES
keeping the communal areas, such as passageways and stairs,           CLINICAL WASTE
clean and swept. Please talk to your neighbours and make              If you require any assistance at all with clinical waste, please                                          LIST OF PUBLICATIONS
arrangements to look after the different parts. Estate Wardens        contact the Environmental Services Team in confidence on 01322




                                                                                                                                                                                             9
visit all estates regularly, and can usually spot any problems. If    343374.
you notice vandalism, rubbish tipping or graffiti, please let us                                                                                                                ESTATE OFFICERS
know by contacting your Estate Officer and we will deal with it.                                                                                                             01322 343964
                                                                                                                                                                             01322 343578
USING YOUR HOME

                                                                                                                                                           1                   TENANT PARTICIPATION
                                                                                                                                                                                    – INVOLVING YOU

LAUNDRY FACILITIES                                                   HOME INSURANCE                                                                    2              ABOUT THE TENANCY AGREEMENT
Please ensure that these are left clean and tidy after use.                           You should take out your own household
If you see anyone misusing the facilities, please contact your       insurance for the contents of your home and comprehensive ‘all                3                        DATA PROTECTION ACT 1998
                                                                                                                                                                           AND SUBJECT ACCESS RIGHTS
Estate Officer.                                                      risks’ cover for damage to your property. It is important that you
                                                                                                                                               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                     have home contents insurance that provides cover for damage to                            IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                                                     your belongings whether caused by fire, flood or theft. Damage
MOVING HOME                                                          caused to the contents of your home will not be recoverable           5                               REPAIRS AND MAINTENANCE
Please leave your home as you would like to find it. The new         under the Council’s insurance unless the Council or its agents
tenant should be able to move in without the need for any work to    have been negligent. This means that most accidental damage,          6                     PLANNED MAINTENANCE AND PROJECTS
be done other than our standard gas and electrical safety checks.    e.g. from a burst pipe inside your flat, will not be covered unless
                                                                                                                                           7                            COMMUNITY RESPONSIBILITIES
Please ensure that any repair or replacement of fixtures and         you have made your own arrangements.
fittings that are your responsibility are carried out before you
                                                                                                                                           8                             HOW DO I MAKE A COMPLAINT?
move. If not you are likely to receive a bill for any work that is   If you live in a flat you should also insure against accidental
carried out. See the “Ending your Tenancy/Moving Home” Section       damage to an adjacent property, for example, if a burst pipe          9                                       USING YOUR HOME
for further details.                                                 damages a flat below you.
                                                                                                                                           10                                               SECURITY

MUTUAL EXCHANGE                                                      ENERGY EFFICIENCY                                                         11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                    (INCLUDING LEVEL OF OCCUPANCY)
Please remember that if you carry out a mutual exchange, you         Energy Advice Centre: For free advice contact the helpline on tel:
accept the property in the condition you find it. The “Ending your   0800 358 6669 or the Kent Energy Centre website at                        12                                   USEFUL CONTACTS
Tenancy/ Moving Home” Section has more details.                      www.kentenergycentre.org.uk
                                                                                                                                                                                               NOTES

                                                                                                                                                                                LIST OF PUBLICATIONS




                                                                                                                                                                                             9
                                                                                                                                                                                ESTATE OFFICERS
                                                                                                                                                                             01322 343964
                                                                                                                                                                             01322 343578
USING YOUR HOME

                                                                                                                                                           1                   TENANT PARTICIPATION
                                                                                                                                                                                    – INVOLVING YOU

CAN I RUN A BUSINESS FROM HOME?                                    WHAT HAPPENS IF I DO NOT OCCUPY MY HOME?                                            2              ABOUT THE TENANCY AGREEMENT
                If you want to run a business from your home,                       You must always use your Council property as
contact your Estate Officer for permission. They will need to      your main home. You can have accommodation such as a holiday                    3                        DATA PROTECTION ACT 1998
                                                                                                                                                                           AND SUBJECT ACCESS RIGHTS
consider whether the business would cause nuisance or              caravan, but you must live mainly in your Council home. If you do
                                                                                                                                               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
annoyance to neighbours or damage to the property. You may also    not, you will lose your security of tenure and your tenancy will end.                       IF YOU HAVE PROBLEMS PAYING YOUR RENT)
need to comply with planning and other legal requirements.
                                                                   No one can be the tenant of more than one Council home.                 5                               REPAIRS AND MAINTENANCE
Examples of businesses we are likely to permit include running a
small child-minding or computer agency. We will not approve any    If you are going away from your home for six weeks or more,             6                     PLANNED MAINTENANCE AND PROJECTS
business involving carrying out car repairs, the storage of        contact your Estate Officer. You should make arrangements to pay
                                                                                                                                           7                            COMMUNITY RESPONSIBILITIES
materials or use of heavy machinery which would affect the         your rent regularly while you are away or make full payment in
quality of life of other residents.                                advance, and leave a contact address in case of an emergency.
                                                                                                                                           8                             HOW DO I MAKE A COMPLAINT?
                                                                   In winter months the Repairs Team will advise you of actions you
                                                                   need to take to prevent frost and other damage.                         9                                       USING YOUR HOME

                                                                   If you think that your neighbour has abandoned their property           10                                               SECURITY
                                                                   contact your Estate Officer, to prevent it being vandalised.
                                                                                                                                               11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                    (INCLUDING LEVEL OF OCCUPANCY)

                                                                                                                                               12                                   USEFUL CONTACTS

                                                                                                                                                                                               NOTES

                                                                                                                                                                                LIST OF PUBLICATIONS




                                                                                                                                                                                             9
                                                                                                                                                                                ESTATE OFFICERS
                                                                                                                                                                             01322 343964
                                                                                                                                                                             01322 343578
SECURITY

• SECURITY

• CRIME PREVENTION

• LIFELINE COMMUNITY ALARMS




                              10             SECURITY




                                      10
                                    ESTATE OFFICERS
                                   01322 343964
                                   01322 343578
SECURITY

                                                                                                                          1                   TENANT PARTICIPATION
                                                                                                                                                   – INVOLVING YOU
                                                        CRIME PREVENTION                                              2              ABOUT THE TENANCY AGREEMENT
SECURITY                                                Make life as hard as possible for burglars by                                      DATA PROTECTION ACT 1998
• Before allowing anyone into your home always                                                                    3
                                                        taking measures to safeguard your home:                                           AND SUBJECT ACCESS RIGHTS
  check his or her identity. All Darthomes’ staff,                                                            4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                                                                              IF YOU HAVE PROBLEMS PAYING YOUR RENT)
  Council Officers and contractors carry                • If you’re going out, even if only for a short
  identification cards. IF IN DOUBT, REFUSE                                                               5                               REPAIRS AND MAINTENANCE
                                                          while, close all your windows and lock the
  ENTRY AND TELEPHONE US ON 01322                         doors.                                          6                     PLANNED MAINTENANCE AND PROJECTS
  343434.                                               • Never leave your key under the front door mat
                                                                                                          7                            COMMUNITY RESPONSIBILITIES
                                                          or hanging on a piece of string inside the
• NEVER LEAVE A CALLER AT THE DOOR                        front letterbox.                                8                             HOW DO I MAKE A COMPLAINT?
  UNATTENDED – if you need to fetch something           • Never leave notes outside for callers saying
                                                                                                          9                                       USING YOUR HOME
  from inside your home, always apologetically            how long you’re going to be.
  fully close the door on the caller while you do so.   • If you’re away for a few days or going on       10                                               SECURITY
                                                          holiday for a longer period remember to                                ENDING YOUR TENANCY/MOVING HOME
                                                                                                              11
If you live in a flat and your block has a door           cancel the milk and newspapers if you have                               (INCLUDING LEVEL OF OCCUPANCY)
entry system:                                             them delivered.                                     12                                   USEFUL CONTACTS
• Make sure that the door locks behind you.             • Ask a friend or neighbour who you trust to
                                                                                                                                                              NOTES
• Only allow access if you are sure that a visitor        keep an eye on your home if you’re away.
    is genuine.                                                                                                                                LIST OF PUBLICATIONS
• Try not to let non-residents follow you into the




                                                                                                                                                  10
    building.
                                                                                                                                               ESTATE OFFICERS
• Never allow the main door to be propped open.         LIFELINE COMMUNITY ALARMS
                                                                                                                                            01322 343964
                                                                                                                                            01322 343578
SECURITY

                                                                       1                   TENANT PARTICIPATION
                                                                                                – INVOLVING YOU
Amicus Response in partnership with Dartford                       2              ABOUT THE TENANCY AGREEMENT
Borough Council, provides the Lifeline Community
                                                               3                        DATA PROTECTION ACT 1998
Alarm service for both Council tenants and                                             AND SUBJECT ACCESS RIGHTS
private residents living within the Dartford area.         4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                           IF YOU HAVE PROBLEMS PAYING YOUR RENT)
These alarms are linked through the telephone
network to a central Control Centre which              5                               REPAIRS AND MAINTENANCE

provides 24 hour cover, 365 days a year.               6                     PLANNED MAINTENANCE AND PROJECTS
• All alarms come complete with a pendant that
   enables the user to call for assistance from        7                            COMMUNITY RESPONSIBILITIES

   anywhere in their home and for a limited            8                             HOW DO I MAKE A COMPLAINT?
   range in their garden.
• To have an alarm installed, you will require a       9                                       USING YOUR HOME

   modern type telephone socket located                10                                               SECURITY
   sufficiently close to a 13 amp electric socket to                          ENDING YOUR TENANCY/MOVING HOME
                                                           11
   avoid hazardous trailing wires.                                              (INCLUDING LEVEL OF OCCUPANCY)
• For an alarm demonstration, without                      12                                   USEFUL CONTACTS
   obligation, please telephone 01795 434576.
                                                                                                           NOTES

                                                                                            LIST OF PUBLICATIONS




                                                                                               10
                                                                                            ESTATE OFFICERS
                                                                                         01322 343964
                                                                                         01322 343578
ENDING YOUR TENANCY/MOVING HOME
(INCLUDING LEVEL OF OCCUPANCY)

• MOVING INTO YOUR NEW HOME

• WHEN DO I NEED TO TELL DARTHOMES THAT I WANT TO MOVE?

• WHAT SHOULD I DO ON THE DAY I MOVE?

• WHO ELSE DO I NEED TO TELL THAT I AM MOVING?

• MOVING HOME

• THE TRANSFER LIST

• MUTUAL EXCHANGE

• H.O.M.E.S. (HOUSING ORGANISATIONS MOBILITY AND EXCHANGE SERVICES)

• BEDROOM RELEASE SCHEME

• LEVEL OF OCCUPANCY                                                    11   ENDING YOUR TENANCY/MOVING HOME
                                                                               (INCLUDING LEVEL OF OCCUPANCY)
• COMPENSATION FOR IMPROVEMENTS (SEE REPAIRS AND MAINTENANCE SECTION)




                                                                                              11
                                                                                          ESTATE OFFICERS
                                                                                       01322 343964
                                                                                       01322 343578
ENDING YOUR TENANCY/MOVING HOME
(INCLUDING LEVEL OF OCCUPANCY)
                                                                                                                                                                1                   TENANT PARTICIPATION
                                                                                                                                                                                         – INVOLVING YOU
                                                                        Insurance company                                                                   2              ABOUT THE TENANCY AGREEMENT
MOVING INTO YOUR NEW HOME                                               Dartford Borough Council’s insurance does not cover the contents
When you move into your new home, you need to contact                   of your home.                                                                   3                        DATA PROTECTION ACT 1998
                                                                                                                                                                                AND SUBJECT ACCESS RIGHTS
suppliers of the following services:–
                                                                                                                                                    4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                        You are strongly advised to take out an insurance policy to cover                           IF YOU HAVE PROBLEMS PAYING YOUR RENT)
Electricity, Gas, Water Board and Telephone                             the contents of your home in the event of fire, flood, accidental
It is important to contact the electricity, gas and water suppliers     damage etc.                                                             5                               REPAIRS AND MAINTENANCE
and the telephone supplier, if there is a socket still working in the
property, soon after you sign your new tenancy. If you are in doubt                                                                             6                     PLANNED MAINTENANCE AND PROJECTS
as to who provides a service to your home, telephone Transco for        WHEN DO I NEED TO TELL DARTHOMES
                                                                                                                                                7                            COMMUNITY RESPONSIBILITIES
the name of your gas provider on 0870 6081 524 and Energy               THAT I WANT TO MOVE?
Watch on 0845 906 0708 who will provide you with a local                Before you move out of your home, you must contact Darthomes,
                                                                                                                                                8                             HOW DO I MAKE A COMPLAINT?
number to contact for electricity. Thames Water can be contacted        giving four weeks notice, in writing, that you want to move. Your
on 0845 920 0800.                                                       letter must include a forwarding address and the date you are           9                                       USING YOUR HOME
                                                                        leaving. The exception to this is if you accept a transfer to
In case the previous occupants did not terminate their accounts         alternative accommodation arranged by the Council.                      10                                               SECURITY
and to stop you being charged for their use of utilities, where
possible, take meter readings as soon as you are given the keys.        If you leave without giving notice, you are likely to be charged four       11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                         (INCLUDING LEVEL OF OCCUPANCY)
Ask for a termination bill to be forwarded to the previous tenants      weeks’ rent to cover the notice period. You will be charged for any
and for a new account to be set up in your name from the date           damage you have caused to the property and other expenses                   12                                   USEFUL CONTACTS
your tenancy starts.                                                    incurred by Darthomes (such as the storage of any
                                                                        belongings/furniture left behind).                                                                                          NOTES
Housing Benefit Department, Department for Work and
Pensions (previously Department of Social Security)                     When you leave, you must not allow anyone to live in your home;                                              LIST OF PUBLICATIONS
If you are claiming Benefit you must notify them of your change of      this includes relatives or a sub-tenant or lodger.




                                                                                                                                                                                          11
address. Any delay can result in a loss of benefits. Addresses and
telephone numbers can be found in the “Useful Contacts” section.                                                                                                                     ESTATE OFFICERS
                                                                                                                                                                                  01322 343964
                                                                                                                                                                                  01322 343578
ENDING YOUR TENANCY/MOVING HOME
(INCLUDING LEVEL OF OCCUPANCY)
                                                                                                                                                      1                   TENANT PARTICIPATION
                                                                                                                                                                               – INVOLVING YOU
If you are joint tenants, any one of you can end the tenancy by      WHO ELSE DO I NEED TO TELL THAT I AM MOVING?                                 2              ABOUT THE TENANCY AGREEMENT
giving four weeks written notice. Dartford Borough Council then      You will also need to contact some or all of the following:
has the legal right to ask the other tenant to leave.                                                                                         3                        DATA PROTECTION ACT 1998
                                                                                                                                                                      AND SUBJECT ACCESS RIGHTS
                                                                     Electricity, gas, telephone and water suppliers
                                                                                                                                          4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                     You must tell these suppliers that you are leaving and arrange                       IF YOU HAVE PROBLEMS PAYING YOUR RENT)
WHAT SHOULD I DO ON THE DAY I MOVE?                                  final readings or you may have to pay for the services used by
On the day you leave, Darthomes will inspect your property and       the next tenants. Please do not request meters to be removed.    5                               REPAIRS AND MAINTENANCE
you must have all the keys ready to hand over to the Technical       Some appliances may have to be disconnected by a specialist
Officer at the time of this final inspection. You must leave your    company who may require a notice period. Supply pipes to the     6                     PLANNED MAINTENANCE AND PROJECTS
home clean and in good decorative condition. Any belongings left     cooker and washing machine must be capped off.
                                                                                                                                      7                            COMMUNITY RESPONSIBILITIES
behind will be disposed of. You will have to pay for this. You may
be recharged for damage to fixtures and fittings or the
                                                                                                                                      8                             HOW DO I MAKE A COMPLAINT?
replacement of missing items or if the property is left in poor      Housing Benefit Office and the Department for Work and
decorative order.                                                    Pensions (previously Department for Social Security)             9                                       USING YOUR HOME
                                                                     You must inform the Housing Benefit Office and the Department
                                                                     for Work and Pensions of your change of address if you are on    10                                               SECURITY
                                                                     benefit.
                                                                                                                                          11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                               (INCLUDING LEVEL OF OCCUPANCY)
                                                                     They will also need your new address to be able to make any
                                                                     final payments for your old one.                                     12                                   USEFUL CONTACTS

                                                                     Post Office,                                                                                                         NOTES
                                                                     For re-directing the mail.
                                                                                                                                                                           LIST OF PUBLICATIONS




                                                                                                                                                                                11
                                                                                                                                                                           ESTATE OFFICERS
                                                                                                                                                                        01322 343964
                                                                                                                                                                        01322 343578
ENDING YOUR TENANCY/MOVING HOME
(INCLUDING LEVEL OF OCCUPANCY)
                                                                                                                                                              1                   TENANT PARTICIPATION
                                                                                                                                                                                       – INVOLVING YOU
MOVING HOME                                                            5. If an applicant refuses the allocation of a property of the type,               2              ABOUT THE TENANCY AGREEMENT
There are three main ways that you can effect a move within               size and location already requested, such a refusal will be
social rented housing:                                                    considered as unreasonable and the application will be                      3                        DATA PROTECTION ACT 1998
                                                                                                                                                                              AND SUBJECT ACCESS RIGHTS
                                                                          suspended for a period of 6 months. Please note that only one
                                                                                                                                                  4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                          offer of accommodation will be made in any 6 month period.                              IF YOU HAVE PROBLEMS PAYING YOUR RENT)
THE TRANSFER LIST                                                      6. If the Council’s Housing Medical Adviser awards 7 or more
For those who want to move to another Council home or to a                medical points, re-housing should be as soon as possible            5                               REPAIRS AND MAINTENANCE
tenancy with a local housing association.                                 subject to the availability of suitable accommodation.
                                                                       7. Tenants of housing associations in Dartford may join the            6                     PLANNED MAINTENANCE AND PROJECTS
To be considered for the Transfer List, you must meet a number of         Transfer List with the written permission of their landlord.
                                                                                                                                              7                            COMMUNITY RESPONSIBILITIES
conditions:
                                                                       If you meet these conditions you can apply for a transfer. Tenants
                                                                                                                                              8                             HOW DO I MAKE A COMPLAINT?
Transfer Policy and Points Scheme – General Information                with the greatest housing need will be the first to be
1. Applications for a transfer may be registered if the rent           considered. Housing need is assessed according to a points             9                                       USING YOUR HOME
   account is in arrears but allocations will not be made until the    system, which takes into account whether your home is too
   account is clear.                                                   big or too small for you; medical factors; if you have young           10                                               SECURITY
2. Applicants for a transfer may have their application placed         children and live in a flat or without a garden etc.
   into abeyance if in the opinion of the Estate Officer the                                                                                      11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                       (INCLUDING LEVEL OF OCCUPANCY)
   standard of decoration and cleanliness of their tenancy is not
   acceptable or if the garden is not in a clean and tidy condition.                                                                              12                                   USEFUL CONTACTS
3. Applications for a transfer will be accepted once the tenant
   has completed a minimum of twelve months in their tenancy.                                                                                                                                     NOTES
4. At the discretion of the Tenancy Services Manager for Council
   tenants or the housing manager in the case of housing                                                                                                                           LIST OF PUBLICATIONS
   association tenants, a transfer may be agreed outside the




                                                                                                                                                                                        11
   points scheme where a recommendation for a transfer is
   received from the Police or Social Services because of                                                                                                                          ESTATE OFFICERS
   domestic violence or harassment.                                                                                                                                             01322 343964
                                                                                                                                                                                01322 343578
ENDING YOUR TENANCY/MOVING HOME
(INCLUDING LEVEL OF OCCUPANCY)
                                                                                                                                                          1                   TENANT PARTICIPATION
                                                                                                                                                                                   – INVOLVING YOU
MUTUAL EXCHANGE                                                     As part of the mutual exchange procedure, if you have a gas                       2              ABOUT THE TENANCY AGREEMENT
You may have the right to exchange your home with another           appliance in your home, a gas and electric safety check must be
Dartford Borough Council tenant as well as with the tenant of       made, carried out by the Council’s gas servicing contractor. Your             3                        DATA PROTECTION ACT 1998
                                                                                                                                                                          AND SUBJECT ACCESS RIGHTS
another council, housing association or public landlord. If you     Estate Officer will liaise with the Repairs Section to arrange for
                                                                                                                                              4                PAYMENT OF RENT (INCLUDING WHAT TO DO
do a mutual exchange, you assign (or swap) your tenancy to          the contractor to call for this check to be made. To speed up the                         IF YOU HAVE PROBLEMS PAYING YOUR RENT)
another tenant.                                                     process, it would be useful, where applicable, if you could ensure
                                                                    that your Estate Officer has a day time telephone number on           5                               REPAIRS AND MAINTENANCE
As with a move through the Transfer List, there are conditions      which you may be contacted to arrange for access.
which have to be met before you can take part in a mutual                                                                                 6                     PLANNED MAINTENANCE AND PROJECTS
exchange. Some of the main ones are that:
                                                                                                                                          7                            COMMUNITY RESPONSIBILITIES
                                                                    If you carry out a mutual exchange you swap the rights and
• Documented consent must have been received by Darthomes           conditions of the tenancy. This means that if you are a secure
                                                                                                                                          8                             HOW DO I MAKE A COMPLAINT?
  from the other tenant’s landlord giving permission for the        tenant and you swap with an assured tenant you take on the
  exchange.                                                         rights and conditions of the assured tenancy. There may be            9                                       USING YOUR HOME
• You will not be allowed to exchange if Dartford Borough Council   significant differences in the tenancy conditions imposed by other
  has obtained a Court Order against you.                           landlords, particularly where there is an assured tenancy             10                                               SECURITY
• All outstanding rent arrears must be cleared.                     (Housing Associations). You are strongly advised to check these if
• Generally, your home must not have been designed or adapted       you are considering a mutual exchange with anyone other than a            11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                                   (INCLUDING LEVEL OF OCCUPANCY)
  for someone with special needs, for example, with wheelchair      Dartford Council tenant.
  user access.                                                                                                                                12                                   USEFUL CONTACTS
                                                                    A register of tenants who wish to carry out an exchange is kept at
                                                                    the Civic Centre. If you are interested in exchanging to a property                                                       NOTES
                                                                    outside the Dartford area you may apply to the H.O.M.E.S
                                                                    Exchange Scheme . Details are available from the reception desk                                            LIST OF PUBLICATIONS
                                                                    in the Civic Centre, from the Allocations Team on 01322 343378




                                                                                                                                                                                    11
                                                                    or from your Estate Officer.
                                                                                                                                                                               ESTATE OFFICERS
                                                                                                                                                                            01322 343964
                                                                                                                                                                            01322 343578
ENDING YOUR TENANCY/MOVING HOME
(INCLUDING LEVEL OF OCCUPANCY)
                                                                                     1                   TENANT PARTICIPATION
                                                                                                              – INVOLVING YOU
HOMES                                                                            2              ABOUT THE TENANCY AGREEMENT
(HOUSING ORGANISATIONS MOBILITY AND EXCHANGE SERVICES)
– FOR THOSE WHO WANT TO MOVE OUTSIDE OF DARTFORD.                            3                        DATA PROTECTION ACT 1998
                                                                                                     AND SUBJECT ACCESS RIGHTS
This is a scheme set up to help tenants who need to move to
                                                                         4                PAYMENT OF RENT (INCLUDING WHAT TO DO
another property anywhere in the U.K.                                                    IF YOU HAVE PROBLEMS PAYING YOUR RENT)

• For employment reasons.                                            5                               REPAIRS AND MAINTENANCE
• To be nearer relatives to give or receive support.
• For other social reasons.                                          6                     PLANNED MAINTENANCE AND PROJECTS

                                                                     7                            COMMUNITY RESPONSIBILITIES
To move under this scheme you have to be nominated by Dartford
Borough Council. There are only a small number of moves
                                                                     8                             HOW DO I MAKE A COMPLAINT?
available. For more information, contact the Allocations Section
on 01322 343378 or your Estate Officer.                              9                                       USING YOUR HOME

                                                                     10                                               SECURITY
BEDROOM RELEASE SCHEME
The Council has schemes to assist those wishing to move to smaller       11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                              (INCLUDING LEVEL OF OCCUPANCY)
accommodation or to property in the private sector. If you require
information on any schemes operating in the Dartford area, please        12                                   USEFUL CONTACTS
contact the Allocations Team on 01322 343378.
                                                                                                                         NOTES
Further Information
If you would like more information on anything in this section or                                         LIST OF PUBLICATIONS
would like an application form for the Transfer List, HOMES or a




                                                                                                               11
Mutual Exchange, contact the Allocations Team at the Civic
Centre on 01322 343378 or your Estate Officer.                                                            ESTATE OFFICERS
                                                                                                       01322 343964
                                                                                                       01322 343578
ENDING YOUR TENANCY/MOVING HOME
(INCLUDING LEVEL OF OCCUPANCY)
                                                                                                                                       1                   TENANT PARTICIPATION
                                                                                                                                                                – INVOLVING YOU
LEVEL OF OCCUPANCY                                                  LEVEL OF OCCUPANCY – TABLE ONE                                 2              ABOUT THE TENANCY AGREEMENT
                                                                             NO. OF                  NO. OF PEOPLE                                      DATA PROTECTION ACT 1998
HOW MANY PEOPLE CAN LIVE IN MY HOME?                                         ROOMS                     ALLOWED                 3                       AND SUBJECT ACCESS RIGHTS
The number of people allowed to live with you depends upon the
                                                                                1                          2               4                PAYMENT OF RENT (INCLUDING WHAT TO DO
number of rooms in your home and their floor area. You must not                                                                            IF YOU HAVE PROBLEMS PAYING YOUR RENT)
have more people living with you than the maximum allowed.
                                                                                2                          3           5                               REPAIRS AND MAINTENANCE
To work out the number of people allowed to live in your home,                  3                          5
look at both Table one and Table two and calculate the number                                                          6                     PLANNED MAINTENANCE AND PROJECTS
                                                                                4                         7.5
from each table. The number of people allowed is the lower of the
                                                                                                                       7                            COMMUNITY RESPONSIBILITIES
two figures.                                                                    5                    2 for each room
NB: Children aged under one do not count.
                                                                                                                       8                             HOW DO I MAKE A COMPLAINT?
     Those aged between one and ten count as half a person.
                                                                                                                       9                                       USING YOUR HOME
Please contact your Estate Officer if you have any queries.         LEVEL OF OCCUPANCY – TABLE TWO
                                                                          FLOOR AREA                 NO. OF PEOPLE     10                                               SECURITY
                                                                           OF ROOM                     ALLOWED
COMPENSATION FOR IMPROVEMENTS                                                                                              11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                (INCLUDING LEVEL OF OCCUPANCY)
Refer to paragraph under “Repairs and Maintenance” Section.             110 sq.ft. or more                 2
                                                                      Between 90-110 sq.ft.               1.5              12                                   USEFUL CONTACTS

                                                                       Between 70-90 sq.ft.                1                                                               NOTES

                                                                       Between 50-70 sq.ft.               0.5                                               LIST OF PUBLICATIONS
                                                                          Under 50 sq.ft.                  0




                                                                                                                                                                 11
                                                                                                                                                            ESTATE OFFICERS
                                                                                                                                                         01322 343964
                                                                                                                                                         01322 343578
USEFUL CONTACTS

• DARTHOMES

• DARTFORD BOROUGH COUNCIL

• PUBLIC UTILITIES

• CONTRACTORS

• OTHER AGENCIES




                             12      USEFUL CONTACTS




                                    12
                                   ESTATE OFFICERS
                                  01322 343964
                                  01322 343578
USEFUL CONTACTS

                                                                                                                                                      1                   TENANT PARTICIPATION
                                                                                                                                                                               – INVOLVING YOU
                                                                  Information Officer (Housing Services)            01322 343624
                                                                                                                                                  2              ABOUT THE TENANCY AGREEMENT
USEFUL CONTACTS                                                   or:                   information.officer.housing@dartford.gov.uk
                                                                  Planning Advice                                   01322 343212              3                        DATA PROTECTION ACT 1998
                                                                  Reception                                         01322 343434                                      AND SUBJECT ACCESS RIGHTS
DARTHOMES
Civic Centre, Home Gardens, Dartford, Kent. DA1 1DR               Refuse collection                                 01322 343290          4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                                                                                                          IF YOU HAVE PROBLEMS PAYING YOUR RENT)
Estates Team                             01322 343964/343578
Estates and Allocations (Fax Number)            01322 343084      PUBLIC UTILITIES                                                    5                               REPAIRS AND MAINTENANCE
Housing enquiries (E-mail)     housing.services@dartford.gov.uk   ELECTRICITY
Planned Maintenance Team                        01322 343629      Energy Watch                                                        6                     PLANNED MAINTENANCE AND PROJECTS
Reception (Civic Centre)                        01322 343434      (to obtain name of electricity supplier)         0845 906 0708
                                                                  London Electricity (Residential supplies)         0800 0969000      7                            COMMUNITY RESPONSIBILITIES
Rents Team                                      01322 343710
Repairs Team (E-mail)                   repairs@dartford.gov.uk                       (Power failure)               0800 0962255
                                                                                      (Enquiries)                   0207 4877213      8                             HOW DO I MAKE A COMPLAINT?
Repairs Team                                    01322 343800
Sheltered Housing (E-mail)            sheltered@dartford.gov.uk                                                                       9                                       USING YOUR HOME
Sheltered Housing Team                          01322 343365      Seeboard       (Problem with supply)              0800 7838866
                                                                                 (Customer Enquiry Line)            0800 0568888
                                                                                                                                      10                                               SECURITY
DARTFORD BOROUGH COUNCIL
Civic Centre, Home Gardens, Dartford, Kent. DA1 1DR               GAS                                                                                        ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                          11                   (INCLUDING LEVEL OF OCCUPANCY)
Out of Hours Emergency Call Out Service       0845 6341212        British Gas    (Customer Enquiry Line)          0845 6091122
Allocations                     01322 343370/343082/343083        TRANSCO        (Gas leak and emergencies only) 0800 111999
                                                                                                                                          12                                   USEFUL CONTACTS
Council Tax                                   01322 343700                       (To obtain name of gas supplier) 0870 6081524
Drainage                                      01322 343255                       (Customer enquiries)             01689 881502                                                            NOTES
Environmental Health                          01322 343374
Highways (general enquiries)                  01322 343279        WATER                                                                                                    LIST OF PUBLICATIONS
Highways (street lighting)                    01322 343284        Thames Water (General enquiries/emergency)       0845 920 0800




                                                                                                                                                                             12
Homelessness                                  01322 343822                     (Bill enquiries)                    0845 920 0888
Housing Advice                  01322 343370/343082/343083                                                                                                                 ESTATE OFFICERS
Housing Benefit                               01322 343705
                                                                  CONTRACTORS
                                                                                                                                                                        01322 343964
                                                                                                                                                                        01322 343578
USEFUL CONTACTS

                                                                                                                                                1                   TENANT PARTICIPATION
                                                                                                                                                                         – INVOLVING YOU
Darent Valley (electrical repairs)              01322 370061
                                                                                                                                            2              ABOUT THE TENANCY AGREEMENT
Kettyle Construction (for appointments only)   0800 298 4685   Dartford Acorn Family Initiative
Kettyle Construction (general repairs)          01322 290055   16 Larch Road, Dartford, Kent DA1 2LF            01322 275095            3                        DATA PROTECTION ACT 1998
Roalco                                          01206 231700   Dartford Magistrates’ Court, Sessions House                                                      AND SUBJECT ACCESS RIGHTS
Swale Heating (gas repairs)                     01795 477098   Highfield Road, Dartford (Hearings only)                             4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                                                                                                    IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                                               Dartford Volunteer Bureau
PLEASE REMEMBER YOU MUST CONTACT THE REPAIRS SECTION           33 Essex Road, Dartford, Kent DA1 2AU            01322 272476    5                               REPAIRS AND MAINTENANCE
(01322 343800/E-MAIL: repairs@dartford.gov.uk) TO RAISE A      Department for Work and Pensions (previously
NEW REPAIRS ORDER – THIS CANNOT BE DONE DIRECT WITH            Department of Social Security), Crown Building                   6                     PLANNED MAINTENANCE AND PROJECTS
THE CONTRACTOR. THE CONTRACTORS WILL, HOWEVER, BE              Home Gardens, Dartford, Kent DA1 1UQ             01322 488800
PLEASED TO ASSIST WITH QUERIES OVER THE WORK TO BE             (Personal caller office only).                                   7                            COMMUNITY RESPONSIBILITIES
CARRIED OUT AND IN ARRANGING APPOINTMENTS.
                                                               Fire Station                                                     8                             HOW DO I MAKE A COMPLAINT?
                                                               Watling Street, Dartford, Kent DA2 6EG            01322 284630
OTHER AGENCIES                                                 Fraudwatch – Fraud Hotline                       0800 634 3245   9                                       USING YOUR HOME
AGE CONCERN
Meadowside Day Centre                                          Home Start Supporting Families                                   10                                               SECURITY
Meadowside, Dartford, Kent DA12RZ              01322 226496    Lower Range Road, Gravesend, Kent                01474 325300                           ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                    11                   (INCLUDING LEVEL OF OCCUPANCY)
The Bungalow
Hesketh Park, Dartford, Kent DA2 1ST           01322 224876    Jobcentre Plus
                                                                                                                                    12                                   USEFUL CONTACTS
The Oast House, Oast House Day Centre                          (previously Employment Service – Job Centre)
St. Paul’s Close, Swanscombe, Kent DA10 0BA    01322 385135    61 Lowfield Street, Dartford, Kent DA1 1DX       01322 484500                                                        NOTES

Childline                                          0800 1111   Kent County Council
                                                                                                                                                                     LIST OF PUBLICATIONS
Citizens Advice Bureau, Enterprise House                       Springfield, Maidstone, Kent ME14 2LJ            01622 671411




                                                                                                                                                                       12
8 Essex Road, Dartford, Kent DA1 2AU            01322 224686
                                                               Kent County Council Social Services
(Mon–Thurs. 10 – 3.30 p.m. and Tues. 5 – 7 p.m.)                                                                                                                     ESTATE OFFICERS
                                                               St. Lawrence House, 48a West Hill
Cruse Bereavement Care, Enterprise House
8 Essex Road, Dartford, Kent DA1 2AU            01322 284717
                                                               Dartford, Kent DA1 2HG                           01322 277744                                      01322 343964
                                                                                                                                                                  01322 343578
USEFUL CONTACTS

                                                                                                                                             1                   TENANT PARTICIPATION
                                                                                                                                                                      – INVOLVING YOU
and                                                               Crime Stoppers                               0800 555111
                                                                                                                                         2              ABOUT THE TENANCY AGREEMENT
Joynes House, New Road                                            Dartford Police Station, Instone Road
Gravesend, Kent DA11 0AT                         01474 328664     Dartford, Kent DA1 2JN                      01322 280055                                    DATA PROTECTION ACT 1998
                                                                                                                                     3                       AND SUBJECT ACCESS RIGHTS
Kent Energy Centre, Berwick House                                 Domestic Violence Officer                   01474 565153
8 Elwick Road, Ashford, TN23 1PF       Helpline: 0800 358 6669                                                                                    PAYMENT OF RENT (INCLUDING WHAT TO DO
                                                                                                                                 4               IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                    www.kentenergycentre.org.uk   COUNTY COURTS
                                                                  Dartford County Court, Home Gardens                        5                               REPAIRS AND MAINTENANCE
National Debt Line                               08088 084000     Dartford, Kent DA1 1DX                      01322 629820
North West Kent Carers Support Service                            Gravesend County Court, 26 King Street                     6                     PLANNED MAINTENANCE AND PROJECTS
8 Essex Road, Dartford, Kent DA1 1DU             01322 284740     Gravesend, Kent DA12 2DU                    01474 321771
North West Kent Council for Voluntary Services                                                                               7                            COMMUNITY RESPONSIBILITIES
Enterprise House, 8 Essex Road,                                   HOSPITAL
Dartford, Kent DA1 2AU                    01322 291060/293484     Darent Valley Hospital, Darenth Wood Road                  8                             HOW DO I MAKE A COMPLAINT?
North West Kent Racial Equality Council                           Dartford, Kent DA2 8DA                      01322 428100
Enterprise House, 8 Essex Road                                                                                               9                                       USING YOUR HOME
Dartford, Kent DA1 2AU                           01322 287251
                                                                                                                             10                                               SECURITY
Respond (furniture collection)
Purland Road, Thamesmead, SE28 080              020 8310 8808                                                                    11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                      (INCLUDING LEVEL OF OCCUPANCY)
RSPCA (Emergencies and general enquiries)       08705 555 999
                                                                                                                                 12                                   USEFUL CONTACTS

The Samaritans                                                                                                                                                                   NOTES
35 Glynde Road, Bexleyheath, Kent DA7 4HB       020 8301 1010
Victim Support                                   0845 3030900                                                                                                     LIST OF PUBLICATIONS
Womens Aid                                       01474 322234

KENT POLICE
Emergency No.
All other enquiries
                                                          999
                                                 01474 331055

                                                                                                                                                                    12
                                                                                                                                                                  ESTATE OFFICERS
                                                                                                                                                               01322 343964
                                                                                                                                                               01322 343578
NOTES

                        1                   TENANT PARTICIPATION
                                                 – INVOLVING YOU

                    2              ABOUT THE TENANCY AGREEMENT

                3                        DATA PROTECTION ACT 1998
                                        AND SUBJECT ACCESS RIGHTS

            4                PAYMENT OF RENT (INCLUDING WHAT TO DO
                            IF YOU HAVE PROBLEMS PAYING YOUR RENT)

        5                               REPAIRS AND MAINTENANCE

        6                     PLANNED MAINTENANCE AND PROJECTS

        7                            COMMUNITY RESPONSIBILITIES

        8                             HOW DO I MAKE A COMPLAINT?

        9                                       USING YOUR HOME

        10                                               SECURITY

            11                 ENDING YOUR TENANCY/MOVING HOME
                                 (INCLUDING LEVEL OF OCCUPANCY)

            12                                   USEFUL CONTACTS

                                                            NOTES

                                             LIST OF PUBLICATIONS
LIST OF PUBLICATIONS

                                                                                                                                                   1                   TENANT PARTICIPATION
                                                                                                                                                                            – INVOLVING YOU

Shown opposite is a list of free leaflets issued by the Department   “Best Value In Housing – a guide for tenants and residents”               2              ABOUT THE TENANCY AGREEMENT
for Transport, Local Government and the Regions. If you would
like a copy of any of these leaflets, please contact:                  “Tenant Participation Compacts – a guide for tenants”               3                        DATA PROTECTION ACT 1998
                                                                                                                                                                   AND SUBJECT ACCESS RIGHTS

                                                                                                                                       4                PAYMENT OF RENT (INCLUDING WHAT TO DO
Information Officer, Housing Services           Tel. 01322 343624                “Your Rights As A Council Tenant –                                    IF YOU HAVE PROBLEMS PAYING YOUR RENT)
                                               Fax. 01322 343678                   the Council Tenants’ Charter”
             E-mail: information.officer.housing@dartford.gov.uk                                                                   5                               REPAIRS AND MAINTENANCE
                                                                            “Assured and Assured Shorthold Tenancies –
This handbook (with the exception of the Tenancy Agreement                             a guide for tenants”                        6                     PLANNED MAINTENANCE AND PROJECTS
within) remains the property of Darthomes and should be left in
                                                                                                                                   7                            COMMUNITY RESPONSIBILITIES
the property should you leave – replacement cost £5.                               “Notice That You Must Leave –
                                                                              a brief guide for landlords and tenants”
                                                                                                                                   8                             HOW DO I MAKE A COMPLAINT?

                                                                                    “A Better Deal For Tenants –                   9                                       USING YOUR HOME
                                                                         your new right to compensation for improvements”
                                                                                                                                   10                                               SECURITY
                                                                          “A Better Deal For Tenants – your right to repair”
                                                                                                                                       11                 ENDING YOUR TENANCY/MOVING HOME
                                                                                                                                                            (INCLUDING LEVEL OF OCCUPANCY)
                                                                            “Repair – a guide for landlords and tenants”
                                                                                                                                       12                                   USEFUL CONTACTS

                                                                                                                                                                                       NOTES

                                                                                                                                                                        LIST OF PUBLICATIONS

				
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