CONTENTS	
			
1	Welcome to CHISEL		
	Your new home	3	
	Welcome to CHISEL Housing Association	4-5	
2	About CHISEL		
	Our aims	6	
	The homes we provide	7	
	Who we house/allocations	7	
	Equal opportunities	7-8	
	How CHISEL is organised	8	
3	Your rights as a CHISEL tenant		
	Assured tenancy	9	
	Assured Tenants Charter	9	
	Your security	9	
	Can I be evicted?	9-10	
	Right to take in lodgers and sublet	10	
	Succession	11	
	Joint tenancies	12	
	Relationship breakdown	12	
	Assignment	12	
	Other rights	12	
	Racial harassment	13	
	Domestic violence
Anti-Social Behaviour	14-15
16	
4	Rents		
	How your rent is set	17	
	Service charges	17	
	How to pay your rent	17-18	
	Rent statements	18	
	Water rates	18-19	
	Council Tax	19	
	Housing Benefit	19	
	Rent arrears	20	
5	Your home and its contents		
	Insurance	21-22	
	Safety in your home	22	
	Gas leaks	22	
	Electrical safety	22-23	
	Fire	23	
	Smoke alarms	23	
	Burst pipes and flooding	23-24	
	Business in your home	24	
	Pets	24	
	Living with neighbours	24-25	
	Noise	24-25	
	Friends and visitors	25	
	Communal hallways	25	
	Shared gardens	25-26	
6	Services we provide		
	Responsibility for repairs	27-28	
	Decorating the inside and outside of your home	29	
	How to report repairs	29	
	How long will the repairs take?	30	
	Gas safety	31	
	Who does the work?	31	
	Your satisfaction	31	
	Major repairs	31	
	Right to make improvements	32	
	Right to repair	32	
	Compensation	32	
	If you have a disability	33	
	Some common repair problems	33-38	
7	Moving out of a CHISEL property		
	Transfers	39-40	
	Mutual exchanges	40-41	
	Home swapper	41	
	Seaside & Country Homes; Lawn	41-42	
	Buying your own home	42	
	Ending your CHISEL tenancy	42-43	
	Moving out on a temporary basis	43-44	
8	How to make a complaint	45-46	
9	Tenant participation 	47-49	
10	Data Protection Act 1998	50	
11	Easy reference contact sheet	51

	

	
1	Welcome to your new home	
		
Welcome to your new home, and we hope you will be happy while you live here. This is your tenants handbook, which contains loads of information about your home, who manages it, who to call if you need repairs done, and what to do in an emergency.	
	
Please make sure you read it and understand your responsibilities and ours. If you have any queries, please ask.	
	
Your new address is:	

	
		
Local Council		
	Tel:	

Your new home is managed by	CHISEL Ltd	
	
The Housing Manager is	Clare Canning	
	
Telephone number	(020) 8692 5258	
	
Email address	housing@chisel.org.uk	
	
Address	188a Brockley Road
London SE4 2RL
	
Emergency numbers	If you have an emergency repair or maintenance problem outside office hours, you should ring:	
(020) 8338 8433	
		
	Or if you smell gas you should telephone The National Gas Emergency Service on:	
0800 111 999	

There is a full list of contact names and addresses at the end of this handbook, on page 51

		
	Welcome to CHISEL Housing Association	

Introduction	
This tenants handbook has been designed to give you all the information you need while you are a CHISEL tenant. It also explains your rights and responsibilities as a tenant, and the housing service CHISEL offers.	
	We hope you find the handbook useful and welcome your comments on it.	
		
	You will also receive a copy of your tenancy agreement in your new tenant’s pack. You will be asked to sign this before you can move into the property. Please ensure that you keep the handbook and the pack safe. The handbook is not a substitute for personal contact with CHISEL staff, so if you would like further information or have a problem or query, please talk to the Housing Manager who will be happy to help you.
	
When you move in to your new home:	If your home is self-contained, you are responsible for paying the gas, electricity, and water companies for their charges for providing these services to your home.  There is a wide choice of energy suppliers – see your phone book or do a search online.
		
	You must register to have these supplies put in your name from the date your tenancy starts, and you should arrange to have the meters read at the same time. You will have to give the companies as much notice as you can as it could take some time to reconnect the supply.	
			
	You will also have to let the local Council (Council Tax Section) know that you have moved in, otherwise we will have to pass on your details. If the property you are moving in to is self-contained, then you are responsible for paying the Council Tax. If you are unsure, please check with the Housing Manager.

Any queries	If you have a query about your home or tenancy you should contact the Housing Manager. It is best to contact him or her by phone or email in the first instance and they can make an appointment to meet you if required.	

		

		
Maps	If you need to visit the Housing Manager, or any of the other CHISEL staff, then below is a map showing you how to get to CHISEL.  But please don’t just turn up without an appointment because the person you want to see may be out.	

(Maps to be insert)

		
2	About CHISEL	

CHISEL is a charitable housing association based in Southeast London, which provides a range of homes for people in housing need and on low incomes. 

CHISEL is dedicated to the support and development of housing co-operatives and to a high level of tenant participation in the management and strategic development of the organisation. For further information please see pages 47-49.

CHISEL manages about 230 homes in Southeast London, Colchester and Brighton.
We are registered with the Housing Corporation, which monitors our work and makes sure that our policies and practice are fair and efficient. 	
Our aims	1	To be a good landlord and do better than larger housing associations in terms of:	
		•	The quality of services we provide.
•	Allowing our tenants to do their own repairs, while retaining control over the process.
•	Establishing good ways of supporting self-build projects by building on and learning from past experience.
•	Sharing our experience so that others can benefit.	
			
	2
	To provide opportunities for CHISEL tenants to enjoy a high level of participation in CHISEL’s activities and decision making processes, either as individual tenants or through membership of a tenant co-op.
	
	3
	To support and sustain resident and co-operatively run housing, both locally and within CHISEL’s own homes.
	
	4	To collaborate with like-minded organisations, especially locally focused, democratic, participatory and community based organisations such as those supporting self-help and self-development aims.
	
	5	To increase CHISEL’s financial stability through:
•	Managing our homes efficiently and effectively
•	A proportionate increase in the number of homes we or our agents own and manage
•	Providing management services to small associations and co-ops
•	Providing services which are value for money because they represent a good balance between cost and quality
	
	6	To maintain a friendly atmosphere in the way we work with tenants and others.	

			
The homes we provide	CHISEL provides both self-contained and shared housing for rent. About one third of our properties are timber-framed houses built by the tenants who live in them. The rest are a mixture of modernised older properties and new, purpose-built homes.	
		
Who do we house?	We produce very little new housing, so when a home becomes available it is usually because the previous tenant has moved out.  The property will normally be offered either to an existing tenant needing a transfer or to a person referred by the local council for the area where the home is located.  We do not keep a waiting list, except for shared housing and transfers.	
Who don’t we house?	A tenancy will not be offered if there is evidence that an applicant would be unable to sustain the responsibility of being a tenant. This includes applicants with a proven history of serious nuisance or harassment towards neighbours, and former tenants with arrears still owing to CHISEL.	
		
	Allocations to self-contained accommodation	
	CHISEL has a legal obligation to make available 50% of its homes to local authorities. Self-contained properties are allocated to people in ‘priority need’, for example, families with children in temporary or poor housing. They must be on the council’s waiting list.  We also try to help existing tenants who need to move because their home is too small or unsuitable in other ways.	
		
	Allocations for shared accommodation	
	Shared housing is housing occupied by a number of people who each have a bedroom but share the rest of the facilities, for example, bathroom and kitchen. Each occupant has a separate tenancy and pays an individual rent. CHISEL does not offer joint tenancies for shared housing. For this reason, shared housing is not offered to people with children, nor people with special support needs.	
	We keep a waiting list with a maximum of 10 places for shared housing.  As soon as we have 10 names on the list, it is closed until a vacancy occurs.	
	CHISEL tries to involve all existing residents of a shared home in the selection of a new tenant.	
		
	Allocations by co-ops	
	CHISEL seeks actively to encourage its tenants to form management co-ops. 
These co-ops may enter into an allocations agreement with CHISEL.	
	This enables the co-op to allocate all the homes covered by and named in that agreement and in accordance with CHISEL’s legal obligations.	
		
Allocations policy	CHISEL has an allocations policy, which all its managing agents and management co-ops are expected to follow. The policy details CHISEL’s practice and procedures on selecting tenants and allocating our properties. If you wish to read it, please contact the Co-ops and Tenants Officer.

	

Equal opportunities		
	CHISEL recognises that some groups and individuals experience disadvantages and discrimination and is working to redress discrimination based on gender, sexuality, race, national origin, culture, disability, age, health status, political beliefs (except where such beliefs are based on discriminatory practices) and responsibility for dependants.	
	We will ask you for information at the time you apply for housing and this is used solely for monitoring purposes to ensure we fulfil our commitment to equal opportunities.	

How CHISEL is organised	CHISEL is run by a Board, which is responsible for making strategic decisions.  Day-to-day management is delegated to the staff.	
		
	The Board meets six times a year on a Thursday evening at 7.30pm. Each year in September an Annual General Meeting (AGM) is held so that the Board has the opportunity to report to all the tenants and members on the progress in the previous year and to present the accounts.	
	The Board has a Finance Committee which considers financial matters in detail and makes recommendations to the full Board.	
		
	All CHISEL tenants have the opportunity to become shareholders in CHISEL and influence the association’s policies. Being a shareholder also entitles you to stand for membership of the Board. To become a shareholder you need to complete a simple application form and pay £1. For further details, please contact the Director.	
		
	At least one third of places on CHISEL’s Board are reserved for our tenants. All Board members receive training in CHISEL’s business and the regulations we have to follow. For other ways of being involved with CHISEL, please see pages 47-49.	

	
3	Your rights as a CHISEL tenant	
		
Assured tenancy	If you are moving in to a self-contained home, you will be given an assured tenancy. You should read your tenancy agreement carefully and ensure you keep it safe. 
	
Assured Shorthold tenancy	If you are moving in to a shared home, you will be started on a 6 months assured shorthold tenancy.  If there are no problems at the end of 6 months, you will then be given an assured tenancy.  If we have any doubts (for example, you haven’t paid your rent regularly) we will give you another 6 months tenancy and review the situation just before this ends.  If there are problems, for example rent arrears or proven anti-social behaviour, you will be given notice to end the tenancy.  If there are no problems, you will be given an assured tenancy.
	
	This chapter explains your rights under the assured tenancy agreement. Please contact the housing manager if you have any queries.
	
Tenants Charter	The Charter for Housing Association Applicants and Residents details the rights and service an assured tenant can expect from their landlord. It sets out good practice guidelines and standards of service that all housing associations have to follow.	
	The charter is issued by the Housing Corporation and tells you what to do if you are being denied your rights. A copy can be found in your new tenants pack.	
		
Your security	You have security of tenure in your home as long as you occupy the premises as your only or principal home. This means that your tenancy can only be brought to an end by an order from the court. If there is a serious breach of your tenancy agreement and there is no alternative, then CHISEL may have no choice but to start legal proceedings.	
	There are several stages to this:	
	First we will have to serve you with a written notice of seeking possession, stating why we are taking legal action.	
	The ‘grounds’ (reasons) we can use are listed in your tenancy agreement and they include rent arrears, serious nuisance and damage to the property.	
	After the notice expires we can then apply to the court for a possession order. In some cases this will be a suspended or postponed order, to give the tenant a final opportunity to keep their home, but the terms of the order have to be followed.	
		
Can I be evicted?	After we obtain a possession order from the court, if there is no other solution, we will obtain a bailiff’s warrant and evict the tenant.	
	CHISEL will always seek to resolve matters first without having to resort to eviction. However, eviction will occur if there is no co-operation from a tenant and agreements have been broken.	
	Your rights are detailed in your tenancy agreement. Your tenancy agreement can be found at the back of this handbook. Some of the most important ones are explained in more detail on the following pages. If you would like further explanation of any of the terms and conditions of your tenancy, please speak to the housing manager.	

Right to take in lodgers and sublet		
Lodgers	A lodger is someone who lives with you as part of your family and receives some services, e.g. meals or laundry, in return for a charge that you make.	
		
	If you wish to take in a lodger then you must first obtain CHISEL’s written permission; and you should let us know the name, age and sex of your lodger. We need to ensure that you are not breaking your tenancy agreement by overcrowding your home. You should also inform us of the charge you make. We will not unreasonably withhold permission.	
		
Subletting	A sub-tenant is someone who lives separately to your family, receives no service from you, has exclusive rights to part of your home and pays rent to you.	
		
	As long as you continue to live in your home you can sublet part of it, but you must obtain CHISEL’s written permission first. You will need to provide the same information as for lodgers. CHISEL will not unreasonably withhold permission.	
		
	You do not have the right to leave your home and rent it to another person, nor give up your keys to someone else. CHISEL has the right to take legal action to repossess your home if this happens.  However, in special circumstances, we will agree to your allowing someone else to occupy your home if you have to be away for a temporary period of up to 6 months.  You must first get written permission from us and you must make it clear to the person staying at your home that they do not have a tenancy nor any of the rights that go with a tenancy.	
		
	If you take in a lodger or sublet and you claim Housing Benefit and/or Income Support, you are obliged to inform the council and/or Department of Work and Pensions, as this is a change in circumstances. Your benefits may be reduced because of the income you receive. CHISEL carries out tenancy audits from time to time. We will investigate any unauthorised lodgers or sublets and inform the relevant parties including the Department of Work and Pensions.	
		
	If you are subletting or taking in lodgers because your house is too big for you to manage alone, perhaps you would like to consider applying for a transfer to smaller accommodation. Please speak to the housing manager about this.	
		
Succession	There is a legal right to take over, or ‘succeed’ to a tenancy in certain circumstances. This right can only be used once on any tenancy.	
		
Succession of joint tenants	If a joint tenant dies, the tenancy automatically passes to the surviving tenant. This counts as succession. It only applies if neither of the joint tenants has already succeeded to the tenancy.	
		
Succession of husband, wife or partner of sole tenant	A husband, wife or partner of a sole tenant has the right to succession. This means that if the tenant dies they can claim the tenancy, provided they were living with the tenant immediately before his/her death as their only or principal home, and provided the tenant had not already succeeded to the tenancy.	
		
Succession of other members of the family	Members of the family, other than husband, wife or partner do not have a legal right to succeed to the tenancy if the tenant dies. However, CHISEL will consider granting the tenancy to other members of the family who either:	
	 - 	had been living with the tenant for the year before the tenant’s death; or	
	 - 	had been looking after the tenant; or	
	 - 	had accepted responsibility for the tenant’s dependants; or	
	 - 	would be made homeless if required to leave the accommodation.	
		
	This will be at the discretion of CHISEL. If the tenant dies and there is no husband, wife or partner, then anyone else living as part of the household should get in touch with the Housing Manager immediately.	
Joint tenancies	We normally grant joint tenancies when two adults have applied together for housing – usually this will be you and your partner. Both joint tenants have equal rights, and both are equally responsible for fulfilling the conditions of tenancy – paying the rent, reporting repairs to us etc. 	
		
	If one joint tenant decides to move out, he or she should inform us in writing so that the tenancy can be transferred to the tenant who remains.	
		
Relationship breakdown	If a relationship breaks down, one partner often decides to move out. Before doing so you may want to consider talking to the housing manager or to a solicitor or the Citizens Advice Bureau, to make sure you fully understand the implications of what you are doing.	
		
	In some cases the courts (as part of the judicial separation or divorce proceedings) make an order as to which joint tenant should be given the tenancy – normally such orders go in favour of the partner who is looking after any children.	
		
	If there is no direction by the courts, we cannot transfer the tenancy from joint names to the sole name of a partner remaining in the property unless the partner who has left has given notification in writing that he or she is giving up their rights in favour of the other.	
		
Passing on your tenancy (assignment)	You are not normally permitted to pass on (assign) your tenancy to anyone else. Passing on your tenancy without our written consent will normally result in CHISEL treating the new occupiers as unlawful occupants (squatters), and taking action to evict them.	
		
	There are two exceptions, when you can assign your tenancy:	
	 - 	following a court order as part of divorce or judicial separation proceedings;	
	 - 	where CHISEL has consented to a mutual exchange.	
		
Mutual exchange	CHISEL encourages tenants to enter into a mutual exchange with other tenants and this handbook explains more on pages 40-41.	
		
Transfers	We operate a transfer waiting list. If you are interested in transferring to a different property, please see further details on pages 39-40.	
		
Other rights	You have more rights than the ones stated here. Please refer to your tenancy agreement and, if you need further information please talk to the housing manager.	
		
Harassment		
Don’t suffer in silence	CHISEL will not tolerate any kind of harassment. We will provide support and advice to tenants who are subjected to harassment, as well as alternative accommodation where appropriate.  We have an Anti-Social Behaviour policy which explains how we deal with harassment and a copy can be supplied on request.	
		
	We will take a hard line against perpetrators, including getting injunctions and taking legal actions to evict where possible.	
		
Rehousing	CHISEL will rehouse tenants who are victims of harassment, if this is their preferred option (although waiting times can be a problem if suitable properties are not available). CHISEL gives high priority to tenants who need rehousing because of harassment.	
		
What to do?	Contact the housing manager immediately if you or your household are being harassed. The Housing Manager will contact you within one working day. This is to take further details of the harassment and discuss any immediate action to be carried out. If necessary, emergency repairs will be done.	
		
	We will advise you to report the incident to the police, who will try to identify the perpetrators with a view to conviction. The police treat all racial incidents as crimes.	
		
	We will also advise you to keep a diary of incidents so that they can be recorded. We will put you in touch with specialist organisations, who will be able to give you more support.	
		
	We will make further visits to discuss progress, action to be taken and rehousing where appropriate. If we can arrange alternative accommodation, we will every effort to move you in within three months.	
		
Working together	In the longer term CHISEL has a strong commitment to eradicating all forms of harassment and wishes to look at working with local residents, community groups, the police and other organisations. 	
	Racists and people who commit anti-social behaviour are a small minority of the community. An approach that can bring the rest of us together in tackling harassment, will make a real difference.	
		
	PLEASE DO NOT SUFFER IN SILENCE – CONTACT THE HOUSING MANAGER FOR SUPPORT AND ADVICE ABOUT WHAT CAN BE DONE.	
		
Domestic violence	If you are living with someone who is threatening or violent towards you, physically or sexually, or their behaviour is affecting your mental health, you should contact the housing manager for help and support.	
		
	CHISEL will be sympathetic towards anyone who is living in this type of situation and we give support and assistance as a priority to those suffering domestic violence.	
	It is usually women who suffer domestic violence by a partner or ex-partner. However, CHISEL recognises that domestic violence can also include violence between other family members, for example, violent behaviour to a parent from a child. Men may also be subjected to domestic violence.	
	We will maintain strict confidentiality and will never pass any information to the violent party except with your consent.	
		
Child abuse	CHISEL will always take appropriate action where child neglect or abuse is suspected. This is the only situation where we will act on anonymous information. Our action involves contacting the relevant Social Services department and the NSPCC.	
		
Support and advice	If you contact us we will arrange to discuss your personal situation with you and to give you support and advice, within the same day where possible. This can be at your home or at the office, and will normally be with a female member of staff - whatever suits you.	
		
	If you are living in a violent situation you will need to get as much advice and support as possible so that you can work out exactly what you want to do. For this reason we will put you in touch with specialist organisations that can give you expert advice about injunctions, your legal rights, housing options, counselling services, your rights affecting your children, etc.	
		
	Although we can give you advice about your tenancy rights and on the rehousing options available, as landlords we cannot advise you what you should do. Instead we will urge you to get independent advice to ensure that you choose the best course of action.	
		
	WE STRONGLY ADVISE YOU NOT TO GIVE UP YOUR TENANCY UNLESS YOU HAVE PERMANENT ACCOMMODATION ELSEWHERE.	
		
Temporary accommodation	CHISEL has no temporary accommodation, but if you need to move out of your home immediately and have nowhere to go, we will try to help you find somewhere. This will normally be through the local authority or women’s refuges.	
		
Rehousing	We give a high priority to tenants requiring housing because of domestic violence. However, rehousing depends on your tenancy status. It also depends on the legal options open to you. It is complex and this is why you must get expert advice.	
		
Evidence of domestic violence	We will only give approval for rehousing when some form of proof is provided. We appreciate that getting proof is sometimes difficult. However, proof could include a doctor’s report, police report, supporting statement from a social worker, friend or neighbour. These are just examples.	
		
Sole tenant	If you are a sole tenant and you need rehousing, you can apply for a transfer and will be given priority.	
		
Joint tenant	If you are a joint tenant, we will normally be unable to rehouse you directly. This is because we have a limited supply of housing and it would mean us creating an additional tenancy (your partner, as joint tenant, would still have the right to occupy the home). We will assist you instead in applying to the local authority.	
		
	There are two exceptions to this, which you should seek independent advice on. First, you may be able to get the joint tenancy assigned to you, either by voluntary agreement from your partner, or by going to court. Once the tenancy is in your name, you could qualify for a transfer with CHISEL.	
		
	Secondly, you have the option of ending the joint tenancy on behalf of you and your partner, having got prior written agreement from CHISEL to rehouse you. If you end the tenancy, your partner’s right to the home is also ended.	
		
	IT IS ESSENTIAL THAT YOU GET INDEPENDENT ADVICE ON THESE OPTIONS.	
		
If the tenancy is not in your name	If the tenancy is not in your name, we will help you apply to the local authority, under homelessness law. If you are refused, we may be able to reconsider your case.	
		
Applying to the local authority	If you do not qualify to be rehoused by us, then we advise you to apply to the local authority, under homelessness law. The housing manager will help you with this.	
		
	If, for some reason, you were refused (for example, some local authorities will not consider women without children), we may reconsider your case. But we won’t be able to do this if the refusal was because you turned down an offer.	
		
	If you wish to move to another town or area, we will give you as much help as possible through mobility schemes.	
		
	REMEMBER – you don’t have to tolerate violence or threats of violence – contact the housing manager and arrange to discuss the situation in confidence.	
Anti Social Behaviour	CHISEL supports the right of every resident to the quiet and peaceful enjoyment of their home and neighbourhood and we will not tolerate any behaviour which interferes with this right.

Anti-social behaviour may include such problems as those detailed below:

•	Recurring noise
•	Nuisance
•	Vandalism, graffiti and other criminal damage
•	Vehicle obstructions and abandonment
•	Sale and abuse of drugs and alcohol
•	Violence (including domestic violence)
•	Racism
•	Homophobia
•	Faith hate
•	Criminal activity
•	Rubbish and litter

You should report experience of these or other forms of anti-social behaviour to the housing manager.  For more information about how we deal with anti-social behaviour, ask for a copy of our Neighbour Nuisance and Anti-Social Behaviour Policy.

Every tenant should be aware that anti-social behaviour constitutes a breach of the CHISEL tenancy agreement and could lead to eviction from your home.	

		
4	Rents	
		
How your rent is set	Your rent may be increased or decreased once a year, with effect from the first Monday in April. You will be given at least four weeks notice in writing of any increase or decrease.	
		
	In setting our rents, we are obliged to use a government formula, designed to ensure that rents are comparable, regardless of which housing association or council is your landlord.  Each home now has a “target rent” towards which we are gradually moving, although we are not allowed to increase your rent by more than £2 a year to achieve this.  In addition, we are also allowed to increase rents by up to Retail Price Index plus .5(half)% to reflect the fact that our costs are continually increasing.	
		
	Contact our Housing Manager if you would like to see a copy of our rent-setting policy.	
		
Service charges	CHISEL sometimes makes a service charge in addition to your basic rent for the cost of services provided to you. This might be the cleaning of communal areas or maintenance of communal gardens.	
		
	CHISEL may vary the service charge to reflect changes in the services we provide or their cost. Usually we review services annually to take account of any change in the cost. You will be given at least four weeks notice of any changes to the services and the service charges.	
		
	Services are organised in consultation with tenants. If co-operatives or tenants associations exist at a scheme where services are provided, this is one of the matters CHISEL is keen to discuss with the group.	
		
How to pay your rent	All our tenancies start on a Monday. Your rent is payable weekly and in advance. Therefore your first week’s rent will be due on the day your tenancy starts, and you will need to pay a week’s rent in advance every Monday. 	
		
	You can also pay your rent calendar monthly. You must remember to multiply the week’s rent by 52 (weeks in the year) and divide by 12 (months in the year). The housing manager can help you to calculate this.  Rent paid monthly must still be paid in advance, to prevent you going into arrears at any time in the month.

Occasionally (about every four years) the rent year has 53 weeks instead of 52 weeks, to keep in line with the calendar year.  When this happens, you need to calculate your monthly payment by multiplying by 53, not 52.  We will warn you in advance when this occurs.	
		
	For security reasons, please never send cash through the post, and our staff cannot accept rent payments while they are out on visits. 	
		
	You can pay your rent in one of the following ways:	
		
		Allpay – We have an arrangement with ALLPAY, a company which specialises in collecting rents and other regular payments. There is no charge to the tenant and your payments can be as large or as small as you choose, as long as the rent is paid in full each week. 

Every tenant is issued with a plastic swipe card. You can use this swipe card anywhere in the country that displays the payzone or e-pay symbol or at any post office.  You can pay by cash or cheque.

If you wish to use a credit or debit card, you can pay by phone on 0870 243 6040 or via the internet at www.billsonline.com.  

Further information can be obtained from the CHISEL office.

If you lose or damage your card please let the Housing Manager know.	
		
		Direct Debit – You can also pay your rent by direct debit – please ask us for a direct debit form, which you will need to complete and return to CHISEL.  We will then automatically alter the amount we collect from your account when your rent changes in April.  We will give you 14 days notice of the new amount we will be collecting.	

	If you have any problems or queries about your rent, please contact the Rent Officer or the Housing Manager for advice immediately.	
		
Rent statements	Every three months you will receive a rent statement setting out the amount of rent you should have paid each week and the amounts we have received. Please check these statements carefully to make sure that all money you have paid has been credited to your account. Mistakes sometimes occur and you should let us know if there are any discrepancies. Your statement will show you how much you have pre-paid or how much you are in arrears at the end of the last week detailed on the statement. 	
		
	If you disagree with the balance or have any queries, please contact us.	
		
Water rates:	If you live in self-contained accommodation, your rent does not include water rates. These are an extra cost to you.	
		
	The water company will send you its bill for water and sewerage charges in April each year. It is usually possible to pay by instalments. Water charges are not eligible for Housing Benefit.
	
	If you live in shared housing, your water rates will be added to your rent as a service charge and we will pay them direct to the water company.
	
Council Tax	If you live in self-contained accommodation, your rent does not include Council Tax, as this is your responsibility. You need to arrange payment of this with your local authority’s Council Tax Department. If you are on a low income you may be eligible to receive Council Tax Benefit help towards paying your Council Tax. The housing manager will be able to give you more information.	
		
	If you live in shared accommodation, Council Tax will be added to your rent as a service charge, and we will pay it directly to the local authority.	
		
	If you have any queries about Council Tax, please contact the housing manager.	
		
Housing Benefit	If you are on a low income you may be eligible for Housing Benefit, which will help pay part or all of your rent. The housing manager will be able to tell you if you are entitled to Housing Benefit and any other benefits. They will also be able to help you claim.	
		
Direct payments	Housing Benefit for rent is normally paid to you by post office giro or cheque. However, you can ask the local authority to pay your Housing Benefit directly to CHISEL. We encourage all tenants to do this as it makes payment much simpler, for you and us.	
		
Your responsibility	Any arrears that occur due to delays in Housing Benefit are your responsibility. You must chase the Housing Benefit Department about your claim if it is not being paid.	
		
	Even when Housing Benefit is paid directly to us it is still your responsibility to check that all payments are being made. You should receive written confirmation from the Housing Benefit Department and you can check payments on your quarterly rent statements.	
		
	Contact the housing manager or your Housing Benefit Department if you are unsure about what to do.	
		
Misdirected payments	If you have arranged for your Housing Benefit to be paid directly to us and it is accidentally paid directly to you, you must make sure that you pay it into your rent account.	
		
Reviewing your claim	Housing Benefit will review your claim periodically. It is important that you complete the renewal form and send it back immediately, otherwise your claim may not run continuously and you will be responsible for the whole rent.	
		
	Similarly you should not ignore any other correspondence from the Housing Benefit department, as your claim could be adversely affected. If you are in doubt, please talk to the Rent Officer or Housing Manager who will be able to help you.	
		
Rent arrears	CHISEL regards the regular payment of rent as the primary responsibility of all tenants. Joint tenants are jointly and equally responsible for the payment of the whole rent.	
		
	If you get into difficulty in paying your rent, contact the Rent Officer or Housing Manager immediately. They will be sympathetic to any problems you may have, and will offer advice and assistance in claiming any welfare benefits that you may be entitled to.	
		
	We will always work with you to help resolve matters, which is why you should contact us if you get into arrears. However, we will take a hard line against tenants who do not co-operate and make no effort to help themselves.	
		
Legal action	If the arrears continue to rise, or CHISEL feels that we are not making any headway, we will serve a Notice of Seeking Possession. This means we intend to go to court. If you then repay the arrears or make a suitable repayment arrangement, we will take no further action.	
		
	If the arrears are not reduced we will arrange a county court hearing to seek possession of your home – this could ultimately lead to your eviction. All court costs are charged to you, and your credit rating could suffer.	
		
	CHISEL will not allow arrears to rise indefinitely even when this may be because of Housing Benefit problems. We feel it is very important for tenants to take responsibility for their housing costs, even when the payments are made directly to us from a local authority.	
		
Don’t delay	If you are finding it difficult to pay your rent or starting to fall into arrears, please let us know quickly so that we can do something to help. The longer you leave things, the worse they will get. CHISEL is always willing to listen and come to an arrangement with you. Please speak to the Rent Officer or Housing Manager.	

		
5	Your home and its contents	
		
Insurance	We strongly advise you to take out a home contents insurance policy to insure your personal possessions and decorations against damage or loss due to fire, water damage, burglary etc.	
		
CHISEL’s insurance	CHISEL’s insurance policy covers the structure and fixtures of your home. This means we insure things like walls, ceilings, floors, wiring, kitchen units, bathroom fittings etc. against damage due to fire, flood and burglary.	
		
Your responsibilities	WE DO NOT INSURE YOUR PERSONAL POSSESSIONS, CARPETS, FURNITURE AND DECORATIONS.	
	If, for example, your carpets or decorations are ruined because of a flood from an upstairs flat, we have no obligation to compensate you  - unless there has been negligence by us or our employees. Similarly our insurance policy does NOT cover non-accidental damage caused during domestic disputes by members of your household or visitors.	
		
	Can you afford to replace carpets and bedding and renew your decorations after a flood, or replace items lost during a burglary? If not, can you afford not to be insured?	
		
	Insurance companies will give free quotations and if you shop around it need not be very expensive. Most insurance companies will accept payments by instalments.  The National Housing Federation and allpay both offer special insurance policies for housing association tenants – contact the housing manager for details.	
		
	Senior citizens may be able to get a special insurance policy with cheaper rates through Age Concern. Ask the housing manager.	
		
Security	We usually provide a Yale lock for your front door, but some tenants like to fit additional mortice locks at their own expense for extra security.	
		
	If you share a front door with neighbours, it is against fire regulations to fit a mortice lock as this could endanger life. You can ask for permission to fit a “snib” lock, which opens from the outside by using a key, but can be opened by a turnbolt from the inside and is therefore safer in a fire. You must also provide keys for your neighbours if you obtain permission for this kind of lock.	
		
	CHISEL does not keep spare sets of keys, so it is your responsibility to ensure that you have spare keys in case you lose yours or get locked out. Maybe you should consider leaving a set of keys with someone you trust.	
		
	If you do get locked out or lose your keys, it is your responsibility to arrange for someone to gain access and change the lock. In the event of difficulties, we will arrange for a locksmith to help you gain access but you will be charged the full cost. 	
		
	You may wish to fit window locks yourself if we have not provided them.	
		
	Unfortunately many homes in the Southeast do get burgled. To reduce the chances of this, please make sure your home is securely locked when you go out or away. If you go away, remember to cancel newspapers and milk deliveries. You may consider letting a neighbour or even CHISEL know where to contact you in an emergency.	
		
	Please do not fit locks onto internal doors. Once a burglar is inside your home, it is very unlikely that such locks will deter them, and a lot of damage can be caused when internal doors are smashed.	
		
	Be careful about allowing unknown callers into your home. If you do not recognise a caller, ask to see proof of identity. CHISEL employees carry identification cards with them, as do employees of the Council, gas, electricity and water companies. Builders sent by CHISEL will have a works order with them and you will have been notified in advance of their visit.	
		
Safety in your home	
Gas leaks	If you smell gas:	
	•	Extinguish all cigarettes and do not ignite a match or use any other naked flames.
•	Avoid using electrical switches (including light switches).
•	Open doors and windows to get rid of the gas.
•	Check if a pilot light has blown out, or if you have left a gas ring on your cooker.
•	If you suspect a leak turn off the gas supply at the meter and telephone the National Gas Emergency Service on 0800 111 999.  Please remember that we need to give authorisation for any repairs that are our responsibility.	
		
Electrical safety

	•	Find out how to switch off the mains supply – if you are not sure how to do this, ask us now.
•	NEVER take an electrical appliance into the bathroom.
•	Avoid running electrical wires under carpets or lino, where you cannot see if they start to wear out.
•	Get a qualified electrician to deal with electrical repairs to electrical appliances – don’t do them yourself.
•	Avoid overloading electrical sockets.	
		
Fire	You can reduce the risk of fire by being careful and taking some simple precautions.
•	Fit a smoke alarm in your home (if you live in shared accommodation we will provide a smoke alarm). If you need to buy an alarm, you will be able to get one from shops such as B&Q, Homebase and Woolworths. Make sure the smoke alarm you buy conforms to the British Standard and the packaging has a kitemark on it.
•	Make sure that all fires are properly guarded – especially if you have young children.
•	Make sure all electrical appliances are correctly fused.	
		
	IF A FIRE DOES BREAK OUT, WHAT SHOULD YOU DO?	
		
	•	DO NOT ATTEMPT TO TACKLE IT YOURSELF. Smoke and fumes can kill in minutes.
•	GET EVERYONE OUT of the house.
•	CALL 999 and ask for the Fire Service.
•	CLOSE ALL THE DOORS to contain the fire and stop the smoke spreading.
•	DON’T GO BACK inside the property for any reason.	
		
Smoke alarms	Regularly test to ensure your alarm is in good working order:
•	Press and hold the test button for a few seconds. The alarm should sound.
•	If the alarm does not sound, then try cleaning the smoke alarm - it may be dusty. Then test again.
•	If the alarm still does not sound, you may have to replace the batteries. Then test again.
•	If, after testing the batteries, the alarm still does not sound you will need to replace the whole detector. (If you live in shared housing, please contact the housing manager.)	
		
Burst pipes and flooding	Make sure you know where the water mains stopcock is.
If you are in any doubt, ask now rather than in the middle of an emergency.	
		
	If a pipe has burst in your home or there is severe leak, turn off the water at the mains stopcock and turn on the taps to drain away any water in the system.

CONTACT US IMMEDIATELY SO THAT WE CAN ARRANGE THE NECESSARY REPAIRS.	
		
	Frozen pipes can cause a lot of damage if they burst. Try and keep your home reasonably warm. If you go away from your home for a few days in very cold weather, turn off the water supply at the mains stopcock and fully drain down the system by turning on the taps.
OR
You can leave your heating on while you are away to ensure that the water in the pipes does not freeze.	
	If you drain a water system down or your water supply fails, you must make sure that all the taps are turned off and that plugs are left out of the sink, baths and handbasins to prevent flooding when your supply is restored.	
Business in your home		
	It is a condition of your tenancy that you do not carry out a business in your home or exhibit any sign or advertisement about a business.	
		
	This is because your home and surroundings have been designed to be used as a domestic residence, and business activities may disturb your neighbours, for example, car repairing or any use of industrial machinery. Most business use of your home would need planning permission.	
		
	However, in some cases we would have no objection to you working from home, for example, if you are a registered childminder, or use your home as an office if you are self-employed. You should contact the housing manager and ask for permission first.	
		
Pets	You may keep a dog but only if your home has a separate entrance and you have sole use of the garden. A cat, cagebird or small aquarium may be kept.
You must otherwise get written permission from CHISEL. In certain circumstances we may not give permission, for example, we do not allow dogs to be kept in upstairs flats that do not have direct garden access. Pets must not cause nuisance to neighbours or damage to property.

If you do have a pet, it should not be allowed to foul common areas or shared gardens, and should not be exercised in shared grounds. If nuisance is caused to your neighbours, you may be asked to find your pet a new home.	

Living with your neighbours	Everyone expects to be able to live peacefully in their home, and we expect all our tenants to show consideration for others. We consider this to be very important, so it has been made a condition of your tenancy that you, your family and visitors do not cause a nuisance or annoyance to your neighbours or other tenants.	
		
	Some of the most common matters are detailed below. These are the matters that can cause the most distress to you or your neighbours:	
		
Noise	Noise from neighbours is a common form of nuisance particularly in converted flats. Everyone can help with this problem by being considerate to others and by keeping unnecessary noise to a minimum, particularly late at night or early in the morning.	
		
	Most people like to watch TV or listen to music, and some noise is bound to be heard between flats. It would be unreasonable, however, if your neighbours were regularly kept awake by loud music late at night, for example.	
		
	The banging of doors often sounds louder from another flat than you may think, and you can easily avoid making this kind of noise.	
		
If I have a problem what shall I do?	If you are being disturbed by noise from a neighbour, then you should tell the person concerned. Often they will be unaware of the noise and that it can be heard in another flat. If so, they should be more than happy to, for example, reduce the TV or stereo volume.	
		
	It is always best to try and resolve matters amicably by talking to your neighbours first. If things do not improve, you should contact the housing manager who will speak to the other tenant and try to mediate. Although we always try to promote good tenant relations, it is sometimes difficult for us to intervene in disputes like this.	
		
	If the noise is excessive you should contact the Environmental Health Department of your local authority. After an investigation they may serve a notice on your neighbour requiring them to stop the nuisance. In extreme cases, if the nuisance continues, the person may be taken to court and fined.	
		
	You could also take your own action in a magistrates’ court, under the Environmental Protection Act 1990. You should seek advice from your local Citizens Advice Bureau on how to do this.	
		
What will CHISEL do?	We can take legal action against a tenant causing serious nuisance, but it is NOT easy. If you have gone through the other options available and still suffer unacceptable noise, we can pursue the matter in county court.	
		
	We can ask the court for an injunction to stop the nuisance or for a possession order to remove the tenant from their home. It is down to the tenant and other neighbours to give direct evidence of noise nuisance. Very convincing evidence is needed for the court to agree to someone losing his or her home.	
		
	REMEMBER:
Excessive noise can make life a misery for others and have a serious effect on people’s health. PLEASE be considerate! With some give and take on both sides, and a willingness to talk about the problem and use common sense, most disputes can be sorted out amicably.	
		
Friends and visitors	Please ensure that your friends and visitors do not disturb your neighbours, particularly late at night and in the early hours, especially if you share a front door.	
		
Communal hallways	Unless we employ a cleaning contractor (usually in flats where we make a service charge) the cleaning of communal hallways and stairs is the shared responsibility of all tenants using them. It would be a good idea to come to some arrangement with your neighbours about this so that cleaning is done regularly and the work is shared fairly.	
		
Shared gardens	If you share a garden with your neighbours you are also expected to share the tasks of cultivating it and keeping it tidy and clear of rubbish.	
		
	How gardens are used is up to the tenants to agree between themselves. CHISEL does not normally allocate or fence off parts of the gardens for the use of individual tenants. If tenants wish to fence off part of the gardens themselves they should first ask the Housing Manager for permission.	
		
	We appreciate that the cultivation of shared gardens can be hard work and sometimes is just left to a few committed tenants. If we were to employ someone to maintain the gardens on the tenants’ behalf, then we would have to make a service charge that would increase the rent.	

	
	
However, we support and encourage joint activities by neighbours or groups of tenants. In some cases we can provide resources and support if the work in the gardens will increase communication and co-operation between tenants. Please speak to the Co-ops and Tenants Officer about this.	

		
7	Maintenance Services	
		
	To ensure the safety and comfort of our tenants, it is essential that we maintain the properties in good condition.	
		
	Property maintenance falls into three categories:

•	Repairs – covering all day-to-day maintenance.

•	Planned maintenance – covering periodic, planned work, mainly to the outside of the properties and shared areas, and regular servicing.

•	Home improvements – covering major works of improvement designed to extend the useful life of our homes, and work carried out by tenants.
	
	All property maintenance is funded out of the rents paid by CHISEL tenants. We want you to be clear about which repairs are your responsibility because we need to ensure the repair budget is spent as effectively as possible.	
		
Responsibility for repairs	Some repairs are our responsibility and others are yours. Responsibilities will vary depending on whether the property is self-contained or shared.	
		
	The following page gives a checklist that details all the repair responsibilities of you and us. If you are unsure of anything, please contact the maintenance service on 020 8692 9294.	

Are you clear about your responsibilities for repair?
	
Your responsibilities	Our responsibilities	
We expect you to:
Repair and replace fixtures and fittings (such as locks and keys, tap washers, glass in doors and windows)
Repair damage due to misuse by you, members of your household or invited visitors
Keep all sinks, baths, basins, or toilets and drains clear and unblocked	We will keep in repair and working order the:
Structure and exterior of the property
Installations for space and water heating, sanitation and for the supply of water, gas & electricity
Common parts including lighting	
  Light bulbs, fluorescent tubes and starters, (unless you pay a service charge) 	  Drains, gutters and external pipes 	
  Replacement of toilet seats	  The roof	
  Plugs and light fittings, including pull cords. Mending fuses, and replacement batteries in smoke alarms and door bells	  Outside walls, outside doors, window sills, window catches, sash cords, window frames (including necessary painting and decoration)	
  Damage caused by washing machine flooding or water overflowing from bath etc. (includes damage to neighbouring property)	  Internal walls, floors and ceilings, doors and door frames, door hinges and skirting boards (not including painting and decoration)	
  Any fixtures or fittings provided by you, including additional security measures	  Chimneys, chimney stacks and flues (not including chimney sweeping)	
  Internal door/cupboard furniture (handles, bolts, etc.)	  Pathways, steps and other means of access	
  Internal decorations (except shared/sheltered schemes)	  Boundary walls and fences, where provided by the Association	
  Fitting TV aerials and telephone points	  Integral garages and stores	
  Re-hanging of doors (where you have fitted new carpets etc.)	  Basins, sinks, baths, toilets, flushing systems and waste pipes	
  Washing lines and tidy-dri's	  Plasterwork	
  Tenant’s own appliances inc. gas cookers and flexible gas connecting pipe, safety stay or chain	  Electrical wiring, sockets and switches, gas pipes and water pipes	
•	Garden maintenance (where you do not pay a  service charge) 
•	Garden & bulk household refuse	  Water heaters, fitted fires, fireplaces, central heating installations (provided by CHISEL)	
•	Repairs required to the property when the tenancy is ended which are your responsibility
Please check with the housing manager	  Common entrances, halls, passageways, lifts and stairways, decorating the exterior of premises and common parts	
•	Replacement of dustbins	  Items covered by a service charge	
You must tell us of any repairs that are our responsibility, and allow our staff and contractors access to carry out our repair duties or to inspect the property. We will normally give 24 hours notice if we need access, but immediate access may be required in an emergency. 
We will not be liable for the cost of any repairs that are listed as our responsibility if, in our opinion they are necessary through misuse by you, members of your household, invited visitors or guests.
In certain circumstances CHISEL may wish to respond to the needs of OAPs and disabled tenants by accepting responsibility for certain items listed above as a tenant responsibility. This is subject to approval from the Housing Manager.

Decorating the inside and outside of your home	
Inside	If you live in self-contained accommodation, you are responsible for decorating the inside of your home. CHISEL may offer you decorating vouchers at the beginning of your tenancy. The housing manager will give you details of this, if appropriate.  If you live in shared accommodation, you are only responsible for decorating your own room.  CHISEL is responsible for decorating all shared areas.	
		
Redecorating after repairs	If we carry out repairs and, as a result, damage or disturb your decorations we will usually offer you decorating vouchers to cover the cost of redecorating the affected area. In some cases we will make good the affected area – this normally means redecorating only the part of the room affected by the work.	
		
Outside	We are responsible for decorating the outside of your home. Every four or five years we inspect the exterior of each property, and arrange for any necessary repairs to windows etc. before painting.	
		
	We will try to give at least 48 hours notice when arranging for access to carry out inspections, repairs and painting, and we ask for your co-operation in leaving windows open during painting.	
		
Communal areas	We are responsible for redecorating shared hallways, staircases and other communal areas. This work is carried out when we consider it necessary. In many instances tenants may like to get together to paint shared hallways, in which case we will consider giving decorating vouchers to cover the cost of materials – please discuss this with the Housing Manager before starting any painting.	
		
How to report repairs

	Our routine maintenance service is organised by LFSA, one of our managing agents.  LFSA is based in the same building as CHISEL but is a separate organisation.  If you need to report a maintenance problem or chase a repair, you should contact LFSA, not CHISEL.
The numbers to ring are:

During office hours:                                       020 8692 9294.
Outside office hours (emergencies only):       020 8338 8433	

		
Giving access	We will need access to your property to carry out the repairs. Please let us know at what time we can gain access. It is often very difficult to make precise appointments. If contractors call and find that you are out, they will leave a card asking you to make contact to arrange another time.	
	If you agree an appointment with contractors in advance and you are out when they call, you can be charged for an abortive call.	
		
	If a contractor fails to keep an appointment with you, then you need to contact us immediately.	
		
How long will repairs take?	If the repair is our responsibility, the Maintenance Service will let you know what priority it has and how long it will take. This will depend on what type of repair it is. Please remember that although you feel the repair is very urgent, we can only deal with it according to the priority it has.	
Emergency repairs	Within 24 hours CHISEL will respond and make safe any defect that puts the health, safety or security of you or your visitors at immediate risk or that affects the structure of the building.
For example:
•	Total loss of water, electricity or gas supply (if the relevant supplier does not deal with it).
•	Blocked flue.
•	Unsafe electrical power or lighting fitting.
•	Insecure ground-floor window, door or lock (except where this  is your responsibility).
•	Blocked main drains, soil pipe or sole WC.
•	Racist or offensive graffiti.
	
Urgent repairs	Within 7 days CHISEL will complete these repairs:
•	Minor plumbing leaks or defects.
•	Blocked drains, sinks, basins, baths, WC.
•	Defective cistern or overflow.
•	Heating or hot water faults or breakdowns.
•	Minor electrical faults.
•	Roof leaks, after they have been made safe.
•	Failure of an entry phone.
•	Faulty extractor fan.	
		
Routine repairs	Within 3 months CHISEL will complete Routine Repairs. These are repairs that are not classed as emergencies or urgent except where substantial work is required. Examples are plastering, carpentry, brickwork, fencing (unless planned maintenance is due within 12 months).	
		
Special priority	If you or a member of your family are elderly or vulnerable and have special needs or have a special request to make to the CHISEL contractors, please let us know and we will try to help.	
		
	To carry out our responsibilities, we rely on you to report repairs to us as soon as you notice them. Costly repairs can be needed when external repairs are not attended to quickly – often CHISEL is not aware of any problem.	
		
	If you notice leaking guttering and down pipes, or water pouring from an overflow, please let us know even if you are not directly affected. Let us know if repairs are needed to communal areas too, such as loose stair treads, broken handrails or banisters, faulty door locks.	
		
	It is a condition of your tenancy that you allow us reasonable access to do necessary repairs or inspect the property. We will try to give at least 24 hours notice, but this is not always possible in an emergency.	
		
Gas safety checks and servicing	We carry out an annual service of all the gas installations and appliances we supplied. Normally this will occur at the same time as the gas safety check.	
		
Who does the work?	We have written criteria for selecting maintenance contractors to work in CHISEL’s homes. These criteria are vetted and approved by our Board. We also have lists of approved contractors who meet the written criteria.  Some works are carried out by our in-house team.

We will also pay tenants to carry out their own repairs, provided they have the right skills for the job.  There are conditions attached to this arrangement and you must always get consent before doing any work.  For more details, contact the housing manager.	
		
Your satisfaction	When a repair has been carried out please fill in the satisfaction slip that we send you, and return it in the pre-paid envelope. This allows us to monitor our contractors’ work. It is valuable in helping us to improve our service.	
		
	A sample number of repairs are inspected to ensure that contractors are performing satisfactorily. Based on these inspections and the information supplied in tenants’ satisfaction slips, our Board will monitor performance. Any contractor that fails to perform to a satisfactory standard will be removed from our list of approved contractors.	
		
Major repairs	If substantial work is needed to your home, we have to find the resources to finance the work. This will have to be approved by our Board. Examples of such work are complete renewal of the roof, underpinning, extensive damp works and dry rot outbreaks. Because resources are limited we cannot keep to our normal timescales for major repairs.	
		
	If we need to carry out major repairs to your home, we will consult you at least three calendar months before the work is to be done. If improvements are necessary on health and safety grounds or to prevent the deterioration of the property, you will not be entitled to refuse them. However, if the improvements are more cosmetic (e.g. a kitchen replacement) you may, if you wish, turn down the improvements.	
		
	Usually the work is done with the tenant in occupation, and every effort is made to minimise disruption. 	
		
	When specifying the improvements, we will allow you as much choice of fixtures and fittings as possible within the allowed budget. You may, if you wish, choose a more expensive option if you fund any extra costs above budget yourself.	
		
	If necessary, you can get more details from the housing manager.	
		
Right to make improvements	You may, if you wish, carry out alterations and improvements to your home at your own expense, such as erecting a TV aerial, fitting an extra gas fire, altering kitchen units.  You should let the housing manager know what you are planning before carrying out any works and we may wish to inspect both before and after the work is done.  	
		
	We will usually be happy to give permission as long as the proposed work would not make your home less safe (e.g. fitting bars on your windows), or reduce the amount of living accommodation, or result in an increase in our maintenance costs. We will require that the work be of a good standard, that you bear all costs relating to the improvements, and that you maintain these alterations yourself.  You will be responsible for any damage that is done to CHISEL property while carrying out your own alterations or improvements.	
		
	In certain very limited circumstances, you may be entitled to compensation for work carried out at you own expense if you later leave the property. Further details can be found in the Tenants’ Compensation Policy – please ask for a copy from the housing manager.	
		
Right to repair	The Tenants Charter issued by the Housing Corporation sets out certain rights to compensation for tenants whose landlord fails to do emergency or urgent repairs within the agreed time limits.	
		
	If a repair is not done within the agreed time limit, the tenant must inform CHISEL of this and the time limit will start again.	
		
	CHISEL will issue a second instruction to the contractor and send a copy of this to you.	
		
	If the repair is not done within the time limit for the second time, you are entitled to compensation of £10 plus £2 a day, up to a maximum of £50, for every day the repair remains outstanding.	
		
	Please note: This right to compensation will not apply if the repair cannot be done because you fail to provide access to the property (other than in exceptional circumstances).	
		
Right to compensation for improvements	A claim for compensation must be made in writing and supported by appropriate evidence, other than in exceptional circumstances.	
		
	We will generally pay compensation by cheque. We will not make payments as rent reductions. A tenant making a claim must continue to pay rent as normal. However, if you have rent arrears, any compensation due will be offset against them unless they are being fully met by Housing Benefit.	
		
If you have a disability	
Aids and adaptations	CHISEL can sometimes obtain funding that will enable us to provide various ‘aids’ and ‘adaptations’ for tenants with disabilities. These adaptations include grab rails, bath rails, ramps, extra loud doorbells with flashing lights (for people with hearing problems), freestanding showers and stair lifts.	
		
	If you have a disability and feel that one or some of these adaptations could be useful to you, please contact the housing manager.	
		
	You do not need to be registered disabled, but only in need of an adaptation that could help you manage better in your home. We may need a recommendation from a local authority occupational therapist, but we will help you contact one if you have not already done so.	
		
If you need to move	If your accommodation becomes unsuitable because you or a member of your family develops a disability, we can discuss the possibility of a transfer, for example, to a lower floor.	
	Contact the housing manager, who will be pleased to help.	
Some common problems	
Damp and condensation	Damp is a common complaint which, if persistent, can lead to dry rot or plaster damage. Tell us of any persistent or recurring damp problem so that we can investigate it and eliminate the cause.	
		
	Sometimes tenants report dampness to us, that turns out to be condensation. This happens when warm air meets a cold surface such as a wall or window and the moisture in the air turns into droplets of water. It often causes mould growth in corners or behind furniture. You can limit or prevent condensation by doing the following:	
		
	•	Open a window while you are cooking, and keep lids on saucepans. Use the extractor fan if you have one.	
	
•	Keep kitchen and bathroom doors closed while these rooms are in use, to prevent moisture reaching other rooms.

•	Dry clothes outside where possible. If you have to dry them indoors, put them in the bathroom with the windows open or fan on and the door closed.

•	Leave some background heating on if possible during colder weather to keep the walls warmer. Do not use paraffin, oil or calor gas – their use is prohibited in your tenancy agreement. They give off a gallon of water for every gallon of fuel used, and they can also be a fire hazard.

•	Check that airbricks and air vents are not blocked up.
	
	•	Leave the bathroom window open or extractor fan on after taking a bath, to clear the steam.  Reduce the amount of steam by putting an inch of cold water in the bath before running the hot tap.
	
	•	Open windows in all your rooms for a few minutes every day to allow some fresh air to circulate.

	If, despite these efforts, your condensation problem persists, contact the housing manager.	
		
	Another cause of damp is rising damp. Make sure the soil level has not been raised above the damp course or above air bricks inserted to keep the floor ventilated.	
		
High fuel bills	Several ways of paying fuel bills may make budgeting easier. Contact your local electricity and gas companies to find out what is available, and talk to their customer advisers about ways to keep your costs down by using fuel wisely.	
		
Hot water	It is a good idea for you to check that your hot water is set no higher than 55C (130F) to prevent your fuel bills being too high.	
		
	Check that the cylinder lagging is properly in place and in good condition. If it is worn out, let us know and we will replace it. 	
		
Central heating	All of our properties have central heating, and a room thermostat is normally provided. You should check that the temperature is set no higher that 21C (70F), again to prevent your fuel bills being too high. 
	
Adjusting central heating controls	General advice
A time clock or digital programmer automatically turns the heating and hot water on and off at the times you set.	
		
	An instruction manual for your central heating controls should be provided when you move in.  If you do not have one and don’t know how to work the controls, contact the housing manager who will obtain a replacement manual for you.	
			
	It is a good idea to set the heating to go OFF during the night and when the home is empty during the day. During freezing spells, keep background heating on at all times to stop the pipes from freezing.	
		
	Time-clock programmer
•	Make sure the clock is showing the correct time and adjust it if necessary.
•	Decide when you want the heating and hot water to come on and go off.
•	Time-clock programmers will have a set of pins or arrows for setting the heating programme	
	Room heating
•	A room thermostat controls the heating to keep the room at the temperature you set.
•	Turn the dial so that the arrow or marker is against the temperature setting you want.
•	A comfortable and economical temperature is between 15 and 20 centigrade.

Blocked sinks and WCs	Please be careful about what is poured down sinks and flushed down toilets.  Pour old cooking oil into an old plastic bottle and put it in the dustbin.  All waste food should be put in the dustbin.
	
	Disposable nappies, sanitary towels, incontinence pads etc. should not be flushed down the toilet. Despite manufacturer’s assurances on packages, they often cause blockages. If blockages occur in drains and waste pipes due to your carelessness, we will charge you for unblocking them.	

		
Blocked drains	Please help by keeping external drains free of debris such as fallen leaves. Drains in the basement area at the front of the house are the responsibility of all tenants in the house. Drains at the back of the house are the responsibility of all tenants who have access to the garden.
	
Clearing a blocked waste pipe	General advice
•	Blockages are usually caused by the build-up of waste: fat, tea leaves, hair etc, in the trap. It is advisable to clear waste pipes and traps at least once a month, preferably with a suitable caustic product available from DIY shops.
•	The trap is under the fitting (bath, basin or sink).
•	The trap always holds some water that stops air and foul smells coming up the drain. However, waste can build up and become stuck in it.
•	If more than one fitting (bath, basin etc.) is blocked, the blockage may be in the soil stack or main drain. This will need to be cleared by a plumber. If so, please contact CHISEL.
	
	Unblocking a bath, basin or sink
You will need:

A bowl, a jug or cup or dishcloth, plunger and rubber gloves.

•	Bale out most of the water.
•	Hold the rag tightly over the overflow opening.
•	Place the plunger over the hole and pump up and down rapidly.
•	After clearing the blockage, unscrew the trap and clean it out.
•	Thoroughly wash your hands and all the equipment after you have finished.

Unblocking a toilet
•	If the pan is already full, remove some of the water into a bucket using some form of scoop, e.g. a bowl or jug.
•	Push the brush or plunger to the bottom of the pan.
•	Pump it up and down vigorously about 10 times. This creates a vacuum and pressure, which may shift the blockage.
•	Flush the toilet to see if the blockage has gone.
•	Thoroughly wash your hands and all equipment after you have finished.

You may need to repeat this process several times before the toilet flushes normally. If there is no improvement after a couple of attempts, you should contact us.
	
Descaling a shower head	If water is not coming out of all the holes in your showerhead, it is probably because lime scale is building up inside the head. To prevent this, showerheads should be cleaned out and descaled every six months. In areas of hard water you may find you have to do it more often.	

	WHAT TO DO 
You will need
•	Descaling agent (available from most hardware stores) or vinegar.
•	Screwdriver and a small brush (nail brush).

o	Unscrew the head of the shower from the hose.  This may be quite stiff.  Make sure you do not lose the rubber washer, which sits in the hose fitting.
o	Unscrew the rose attachment from the showerhead.  There is usually a retaining screw in the centre of each rose.
o	The rose is made up of a set of rings that fit into each other.
o	Prise the rings apart and soak them in the descaling agent overnight.
o	When soaking is complete, scrub the rings with a small brush to remove any remaining scale.
o	Screw the rose back on the showerhead.
o	Screw the head onto the hose so that the rubber washer in the hose is in place.  This seals the joint and prevents it leaking.

Dustbins and washing lines	Please ensure your dustbin area is clean and tidy, and make sure that all rubbish is wrapped and placed in the dustbin, and keep the lid on it. Extra rubbish should be kept in plastic bags until collection. If you need to dispose of larger items of rubbish e.g. old furniture or carpets, you should not leave them in the dustbin area. Instead please arrange with the refuse department at your town hall to make a special collection, or take the items to the local council dump.
	
Recycling	Most councils now provide recycling services for various types of waste and we strongly encourage tenants to take advantage of these.  For more information, contact our Co-ops and Tenants Officer, who can also provide help and support on other green issues, for example energy saving.
	
Internal doors	If you have carpets fitted and need doors re-hanging afterwards, you should make your own arrangements for this at your own expense.
	
Resetting a trip switch	General Advice
Modern electrical circuits are fitted with circuit breakers called trip switches.  If a fault develops, a switch is tripped and the circuit is broken.  All the fuses and trip switches are in the consumer unit.  The consumer unit may be next to the electricity meter (unless the meter is outside).
Trip switches usually operate because:
•	There have been too many fittings or appliances on a circuit and it has been overloaded;
•	An appliance is faulty or misused;
•	Leads to an appliance such as TVs, hair-driers and stereo equipment are loose or badly connected;
•	Water has got into a circuit;
•	Light bulbs have blown; or
•	Immersion heaters are faulty.	
	If an appliance is faulty, leave it unplugged and get a qualified electrician or service engineer to check it.	

MAKE SURE YOUR HANDS ARE DRY WHEN YOU WORK WITH ELECTRICITY. NEVER TAMPER WITH THE ELECTRICITY COMPANY’S FUSE AND SEALS.	
	
EMERGENCY ACTION	
•	Open the cover on the consumer unit to expose the trip switches.
•	Check which switches have tripped to the OFF position.
•	Put these switches back to the ON position.
	
If the trip goes again, a faulty appliance is probably causing it. You need to identify which circuit is affected and which appliance on that circuit is causing the problem.	
To identify the problem appliance:

•	Check all the rooms in the house and note which set of lights or sockets is not working.
•	Unplug all appliances on that problem circuit and switch off the immersion heater.
•	Switch the ‘tripped’ switch to the ON position
•	Plug in the appliances one at a time.

•	DO NOT USE DOUBLE ADAPTORS WHEN TESTING APPLIANCES. TEST ONE APPLIANCE PER SOCKET, UNTIL THE TRIP GOES AGAIN.	

		
7	Moving out of a CHISEL property	
		
Transfers	We recognise that you may sometimes need to move home and we try our best to help. Unfortunately, as a small housing association with only 230 properties we only occasionally have property to let. For this reason we have to set clear priorities for allocating homes that do become available. 	
		
	If you wish to move home, you may be eligible to apply for a transfer to another CHISEL property if you satisfy all the conditions listed below.  Please contact the housing manager to talk further and obtain a transfer application form.	
		
	•	You need to have been a CHISEL tenant for 6 months or more.

•	You need to demonstrate that you have a need to move, such as major repairs, serious risk of violence, racial or other harassment, medical grounds, overcrowding or under-occupation.

•	You are not in breach of the tenancy agreement.

•	You have a clear rent account – although there may be exceptions to this in the cases of transfers, which are given the most urgent priority (Priority A).

•	You must leave your existing home in a satisfactory condition and reasonable decorative order.
	
How transfers are prioritised?	We assess all transfer applications in the same way using a grading system that measures how serious the need to move is. Priority A are people in the greatest need – they have top priority. Those in Priority D have the lowest priority. How your application is graded depends on your housing circumstances and your reasons for needing to move. 
These are set out below:	

	

Transfer grading:	
Priority A – TOP PRIORITY	
 - 	Major repairs	Where a property has serious structural problems and is needed for major repair work or renovation.	
 - 	Victims of domestic violence	Where a tenant is seriously at risk of violence.	
 - 	Victims of severe harassment, including racial and sexual harassment	Where a tenant and his/her household is at risk because of racial or sexual harassment	
 - 	Urgent medical need	Where a move is considered essential and is supported by a written medical statement from a consultant or a family doctor.	
		
Priority B – URGENT	
 - 	Tenants whose accommodation is unsuitable on medical grounds	If in CHISEL’s opinion it is impossible for you to stay in your present accommodation. This would need a supporting written medical statement from a consultant or family doctor.	
 - 	Severely overcrowded		
		
Priority C – NON URGENT	
 - 	Overcrowded	CHISEL sets out certain space requirements when allocating homes. You may be considered overcrowded if you do not meet these requirements. Please speak to the housing manager about this if you have further queries.	
 - 	Under-occupation	Where the property is larger than the household requires.	
		
Priority D – LOWEST PRIORITY	
 - 	Tenants outside the above categories	Examples would be where a person needs to move near to relatives either to receive or give support; or where a move is required for employment reasons.	
 - 	Tenants or their partners requiring rehousing following the breakdown of their relationship.	CHISEL will consider each situation individually on its merits. However, where children are involved, CHISEL would assume that the partner with responsibility for the children would stay in the family home.	

Mutual exchanges	
For most tenants the quickest way to move is by swapping your home with another CHISEL tenant or with another housing association or a council tenant. This is known as a mutual exchange.  If you are a self-build tenant paying a reduced rent or with a premium, you should discuss the matter with the housing manager before organising a mutual exchange, as special conditions apply.	
		
	A mutual exchange gives you the chance of arranging your own move. People move for all kinds of reason. Don’t make the mistake of thinking that no one would be interested in the property you live in – it could be exactly what someone else is looking for.	
		
	If you are not eligible for a transfer, it gives you the chance of finding a move. Even if you are on the transfer waiting list, it may be quicker to also look for a mutual exchange at the same time. It is up to the individual tenant to locate the other tenant with whom they wish to exchange.  As a CHISEL tenant, you have an ‘assured tenancy’. The person with whom you arrange to swap will also be granted an assured tenancy with us, regardless of the type of tenancy they had with the previous landlord. The type of tenancy you will receive from your new landlord will depend on that landlord and you should check this before arranging the exchange.	
		
	It is important to remember that both tenants need their landlord’s written consent before you can make arrangements to move. If you exchange without permission you will end up with no legal tenancy, and we may well take legal action to repossess the property. This would leave both tenants without homes.	
		
	CHISEL will not withhold permission unreasonably but in certain circumstances will refuse permission. The main reasons are:	
	
•	We have obtained a court order to repossess your home, or we have started legal action against you.
•	If there are rent arrears we can grant permission on condition that the rent arrears are cleared first.
•	The exchange would lead to one of our homes being overcrowded or substantially becoming overcrowded or substantially under-occupied.	
		
	If you have found someone to exchange with, you should contact the housing manager. They will send you a copy of our Mutual Exchange policy and an application form.	
		
Homeswapper	HOMESWAPPER is a national scheme, free of charge, which has thousands of homes registered for mutual exchange. It has details of mutual exchange requests on computer so that it can help match your requirements.
	
	First, you need to register at www.homeswapper.co.uk.  Homeswapper will then check its register on a daily basis for any possible new swaps for you.  It saves these and you can log-in at any time to see them.  It will also send you “match alerts” if anything comes up.
	
	For more information, visit the website or talk to the housing manager.	
		
	If you find someone to exchange with, contact the housing manager straight away. We need to exchange references with the other person’s landlord, and if the exchange is agreed we will give our written permission.	
		
Seaside and Country Homes	This is a scheme for social housing tenants aged 60 and over.  It offers opportunities to move to bungalows and flats throughout the south of England and Midlands. For further details contact the housing manager.	
		
Lawn	Lawn is a scheme which aims to help people move from London to other parts of the country.  For more details, contact the housing manager.	
		
Buying a home	Unlike council tenants, you do not have the right to buy your home from us. However, there are options available for housing association tenants who wish to buy their own home.	
	
SOCIAL HOMEBUY SCHEME	
	Social Homebuy is a voluntary, government-backed scheme that helps you buy the home, or a share in the home you already occupy. 	
		
	Under the scheme, you are entitled to a small discount on the purchase price of your home.  If you buy a part share, you can gradually acquire more shares until you have full ownership.	
		
	CHISEL is currently looking at ways of making this scheme available to self-build tenants, with the possibility of extending it to other tenants at a later date.	

	OPEN MARKET HOMEBUY, NEW BUILD HOMEBUY AND FIRST TIME BUYERS INITIATIVE	
	If you want to buy your own home but can’t quite afford to, these schemes may be able to help you.  Priority is usually given to existing public sector (council or housing association) tenants or those on waiting lists for public sector homes.	
		
	For more details, look at the Homebuy Options website on www.housingoptions.co.uk.

	To get further information about shared ownership schemes, try the website www.shared-ownership.org.uk, which will direct you to a number of useful websites.	

		
Ending your CHISEL tenancy	If you wish to end your CHISEL tenancy, you must write to us and give us four weeks notice. It is very important that you do this otherwise we will be entitled to charge you a full four weeks rent from the date you inform us that you wish to leave the property.	
	Please give us details of your forwarding address, in case we need to contact you. Forwarding addresses are only passed on to the police or utilities (gas, water, electricity, council tax and telephone) in response to specific requests. We do not pass on forwarding addresses to friends, neighbours, relations, solicitors, loan companies etc.	
	Once we have received notice from you, a CHISEL officer will come and inspect the property to ensure it is in good condition. This is a good time for CHISEL to make a note of any repairs we need to do when the property is empty and we can tell you what repairs you may need to do before you leave.	
	We will ask you if you would be prepared to show your home to anyone to whom we may be making an accommodation offer. This helps us to re-let the property quickly to someone else. This may help you also, especially if you wish to leave items such as your own curtains or carpets – their possible sale could be discussed with the new incoming tenant. A member of staff would always accompany the prospective tenant on these visits.	
	CHISEL will also work out exactly how much rent you need to pay to have a clear rent account when you leave the property.	
		
Moving out	When the time comes for you to move out you must ensure that:	
	a)	You have made good any repairs or replaced any fittings you have broken. If you do not, we may have to re-charge you for the work.	
	b)	You have left your home clean and tidy so that it is fit for someone else to move in. Any decorations that are in poor condition should be re-done.	
	c)	You have removed all your furniture, personal possessions and any rubbish before you leave. We will dispose of anything left in the property after the keys have been handed back. If we have to remove any of your possessions, you may be charged for this service.	
	d)	You have paid your rent up to date. You are still responsible for any money that is owed to us and it is our policy to chase former tenants’ arrears. We use external debt collecting agencies to recover any arrears.	
	e)	You have contacted all the companies who supply your home with water, electricity, gas and telephone to let them know you are leaving. This is important as otherwise you will still be responsible for the charges after you have left.	
	f)	You have given us a forwarding address.	
		
	REMEMBER: No keys, no vacant possession, which means no end of tenancy.	
		
Vacant possession	You must make sure that you hand your keys back to the housing manager. Do NOT leave the keys with anyone else or allow anyone to occupy your home when you leave. We will treat any illegal occupants as squatters and take immediate action to evict them, so that your home may be re-let.	
		
Moving out on a temporary basis	If we have to carry out major repair work or renovation to your home, we may have to temporarily rehouse you. We will help you with the removal expenses and you will be moved back to your home when the work is finished.
	
	If you need to leave your home and stay elsewhere temporarily, you must let us know in advance. The property must still remain your principal home and you continue to be the tenant until you give us formal notice to say that you are leaving, This means you must ensure that your rent is being paid in full and on time.
	
	If your circumstances change you must let us know, for example, if you are unable to return to your home. For more information please contact the housing manager.	

IF YOU HAVE ANY QUERIES ABOUT LEAVING YOUR HOME, PLEASE ALWAYS CONTACT THE HOUSING MANAGER IN THE FIRST INSTANCE – THIS WILL MAKE SURE THAT THERE ARE NO MISUNDERSTANDINGS AT A LATER STAGE.	

8	How to make a complaint 	

If you are dissatisfied with any aspect of the service that we have provided, then you are entitled to lodge a complaint using our complaints procedure. The complaint will be investigated and appropriate action will be taken.	
	
		If your complaint is about a member of CHISEL staff you should make the complaint in writing, using our complaints form, to our Director (see page 51 for contact details). Your complaint will be acknowledged within 5 working days.  If your complaint is about the Director, it should be sent to the Housing Manager.	

			
		If you live in a co-op and wish to make a complaint about it, then you need to forward the written complaint to the Co-ops and Tenants Officer (see page 3 for contact details) who will investigate and take the appropriate action.	
			
When we have received your initial written complaint, it will be acknowledged and investigated. You will be told who will be investigating your complaint in the acknowledgement letter. Within 10 working days you will be informed of the outcome.	
	
If you are not happy with the outcome, you can appeal against the decision by writing to the Chair of our Board (see page 51 for contact details). The chair will convene a meeting of the Complaints Panel, which is made up of representatives of the Board. You will be notified of the date of the meeting at least one week in advance and will be given the opportunity to attend and put forward your case. You are entitled to have one other person (of your choice) accompany you to the meeting.
	
If there is a good reason why you cannot attend a panel hearing, for example you have a mobility problem, a member of the panel will arrange to visit you at home to hear your case.
	
We will write to you after the meeting to confirm the Panel’s decision.	
	
If you feel that the Complaints Panel has made a misinformed decision or the complaint has been dealt with incorrectly, then you have the option of complaining to the Independent Housing Ombudsman. You can contact the Independent Housing Ombudsman at Norman House, 105-109 Strand, London WC1R 0AA. 	
	
The Independent Housing Ombudsman will not usually accept a complaint unless it has been through our internal complaints procedure.	
	
A full copy of our Complaints Policy and form is available upon request.	
	
All our tenants are encouraged at the outset of any complaint to seek independent advice from the following sources.	
	
	The Confederation of Co-operative Housing, 
The Bond Warehouse, 180-182 Fazeley Street, Digbeth, Birmingham B5 5SE or email on c.c.h@btinternet.com	
		
	Citizens Advice Centres 
(Look in Yellow Pages for nearest advice centre and opening times)	
		
	Community Law Centres 
(Look in Yellow Pages for nearest law centre and opening times)	

		
9	How to be involved with CHISEL 	
		
Tenant participation	CHISEL is committed to the development of tenant participation and recognises the increasing importance that the Housing Corporation is giving it.	
		
	But what does CHISEL mean by tenant participation? We used this definition as our starting point:	
		
	“A two-way process involving sharing of information and ideas, where tenants are able to influence decisions and take part in what is happening.”
Institute of Housing and TPAS 1989	
		
	CHISEL recognises the right of tenants to participate in both the management of their homes and the environment in which they live. At the same time CHISEL recognises that the form that this involvement takes will vary enormously – depending on the particular circumstances and wishes of the tenants. Within this context, CHISEL is committed to promoting and supporting tenant participation in its widest form; and fundamentally, to developing tenant participation that is directly responsive to, and led by, the wishes of tenants.	
		
CHISEL’s aims	The aims of encouraging tenant participation are to:	
		
	•	Improve housing services provide by the landlord and its agents.
•	Increase tenant involvement.
•	Improve accountability to tenants.
•	Enable tenants to participate at their own level.
•	Enable and encourage the involvement of a broad range of tenants in accordance with CHISEL’s Equal Opportunities Policy.
•	Contribute to the identification and prioritisation of improvements to tenants’ homes.	
		
Different levels of participation	CHISEL recognises that not all tenants will want to be involved with the management of their homes to the same degree, so CHISEL promotes a number of options.	
		
Consultation	At the simplest level, participation can take the form of consultation with tenants. Asking tenants their views on policy, tenancy matters and aspects of service delivery enables tenants to have an important input in decisions.	
		
	Consultation enables individual tenants, as well as the tenant groups, to have a say in what happens. As the majority of tenants will not be involved in tenant groups, effective consultation through newsletters, surveys, open meeting etc. is an extremely important part of our approach.	
		
What does CHISEL consult about?	The main areas on which we consult are:

•	Changes to policy.
•	Changes to the way we provide services.
•	Arrangements for planned maintenance.
•	Proposed home improvements.
•	Changes to service charges.
•	Changes to the tenancy agreement.	
		
	All our activities are governed by our written policies, all of which are agreed by our Board. 	
		
	All our policies are freely available from our office. Please speak to the housing manager about this.	
		
Newsletters	CHISEL produces a quarterly newsletter that is sent to all CHISEL tenants. This publication is for tenants and relies on tenants being involved. This can be anything from writing a letter for publication, suggesting ideas for articles of interest right through to producing the newsletter and helping send it out.	
		
Co-ops and tenant associations	Co-ops and tenant associations play an important role in acting as a channel of communication between CHISEL and its tenants.	
		
	CHISEL actively encourages this kind of involvement and can provide financial and practical support for the setting up and development of co-ops and tenant associations.	
		
	This support will include guidelines on how to set up a co-op or tenant association, financial support, model policies, meeting rooms, photocopying and training.	
		
Involvement on committees	We actively encourage tenant involvement on our Board and publicise it through the newsletter.	
	We provide support, information and training for all tenants who are on, or have expressed an interest in standing for election to the Board.	
	It is our aim that through tenant participation and training we can develop structures that allow genuine representation of tenants on the Board.	
		
Membership	All tenants, as well as approved co-ops and tenants associations, are encouraged to become members of CHISEL. Membership entitles an individual to vote at the Annual General Meeting (AGM), thereby having a say on who sits on our Board.	
		
Training	We will ensure that all tenants, staff and Board members are offered the opportunity to gain the skills they need for their involvement, employment or responsibilities.	

		
10	Data Protection Act 1998	
		
Data Protection Act 1998	CHISEL is registered with the Data Protection Registrar as required by the Data Protection Acts of 1984 and 1998.	
		
	Under the 1998 Act, all information held on file must be accessible to the individual it concerns.	
		
Access to personal records	
Computer records	We will give tenants access to all personal information relating to themselves or their tenancy and held on computer files.	
		
Manual records	We will give tenants access to all information held on file where reasonably possible and we will only withhold information in certain circumstances as detailed below:	
		
	•	When information has been given in confidence by a third party.
•	When information involves or relates to a third party who has not given consent to its disclosure. Anyone supplying information is asked to state at the time whether it is confidential.
•	When disclosure is considered likely to cause serious harm to the tenant’s mental or physical health or that of others.
•	When one party of a joint tenancy has requested confidentiality because of special circumstances, for example, domestic violence.
•	When the information held is for prevention or detection crime or the prosecution of offenders.
•	When the information is subject to legal professional privilege.	
		
How do I gain access to my records?	Tenants may request copies of all personal information kept about them on computer and in manual files by writing to the Housing Manager, giving at least two weeks notice.	
	The Housing Manager will contact you to make arrangements for you to see the manual files and will send you copies of the computer records.	
	You will also be sent details of how to amend an incorrect record held on your file.	

		
11	Easy reference contact sheet	
		
CHISEL Ltd	188a Brockley Road, London SE4 2RL
Telephone:  020 8692  5258
Fax:   020 8694  1840	
			
	Director	John Smith
director@chisel.org.uk
	
	Housing Manager	Clare Canning
housing@chisel.org.uk
	
	Rents Officer	Flos Marriott
rents@chisel.org.uk
	
	Co-ops and Tenants Officer	Linda McMahon
ctt@chisel.org.uk
	
	Maintenance (LFSA for routine maintenance)	Barrie Stanbrook
0208 692 9294
	
	Emergency Maintenance	0208 338 8433
	
	In-House Maintenance (planned maintenance)	Chris Hatcher
maintenance@chisel.org.uk