HOMEOWNER`S HANDBOOK ______________________________________

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CONTENTS Page Introduction

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About Nottingham Community Housing Association

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The lease and your legal obligations

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Rent and service charges

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Repairs and maintenance

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About your new home

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Buildings Insurance

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Buying further shares in your home

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Selling your home

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Keeping in touch

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Complaints

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INTRODUCTION Welcome NCHA would like to take this opportunity to welcome you to your new home and wish you many years of happiness residing in your property. This brochure explains your rights and responsibilities as a leaseholder. Please keep it in a safe place for future reference. If you need more information, do not hesitate to contact NCHA where our staff will do their best to help you. Please do not treat this brochure as a substitute for the lease. Where there is any discrepancy between this document and the lease, the lease is the superior document.

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ABOUT NOTTINGHAM COMMUNITY HOUSING ASSOCIATION NCHA is a non-profit making Housing Association which uses government and private money to build and manage affordable housing throughout the East Midlands. NCHA is independent from national and local government, but receives financial support from them. The Homes & Communities Agency (HCA) is the government organisation which provides some of the money for the Association to build new housing, and which monitors and regulates the work of NCHA and other housing associations. NCHA manages over 7,000 homes throughout the East Midlands. For further information about the Homes & Communities Agency please look at their website: www.homesandcommunities.co.uk Equality and Diversity Our Aim: We are committed to being fair to everyone we come into contact with. This applies to everyone who applies to us for housing or support; all our existing residents and the people who use our services; everyone who applies for a job or contract with us; and all our existing employees and board members.

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THE LEASE AND YOUR LEGAL OBLIGATIONS Your lease is a legally binding contract which sets out the rights and responsibilities of you the lessee or leaseholder and NCHA the lessor or landlord. The terms of the lease can only be changed by agreement between both parties or by Act of Parliament. This section of the Handbook outlines the main features of your lease. Your solicitor should have explained the provisions in the lease and given you a copy of your lease when you purchased the property. What You Agree  To pay the rent and/or service charge  To pay all outgoings on the property such as Council Tax, water charges, gas and electricity bills  To keep your home in a good state of repair  Not to carry out alterations or improvements to your home without written permission from NCHA  Not to sell or sublet your home without written permission from NCHA  To allow NCHA’s staff to inspect the condition of your home  Not to do anything which may affect the Association’s building insurance policy  Not to run a business from your home What NCHA Agrees  To allow you to occupy your home without interference unless you breach the terms and conditions of your lease.  To insure the building (but not it's contents)  To maintain the structure of the building, in the case of blocks of flats.  To maintain communal gardens and facilities where these are provided in accordance with NCHA’s Estate Management Service Standards.  To maintain and clean internal communal areas where these are provided.  To inform you of how your service charge (if any) is spent.

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RENT AND SERVICE CHARGES How Your Rent Is Set Your rent is based on the share of your home that still belongs to NCHA. Your lease will tell you how much your rent is at the start of your lease, and how the rent is reviewed. Housing associations are required to set shared ownership rents which are affordable to people who cannot afford to buy a property outright. Rent Increases NCHA will review your rent every year, usually in April. You will be given at least four weeks notice of any increase in your rent. Your lease sets out the maximum increase that NCHA can make to your rent. Methods of Payment You are required to pay your rent in advance on the first of the month by Direct Debit through your bank. If your rent is increased, NCHA will change the Direct Debit to the new amount. You may also pay by ‘swipe card’. Payments must be made monthly at Post Offices, e-pay or Payzone outlets. Please contact us on 0845 650 1204, for full details. Arrears If you are having difficulty paying your rent please contact your Housing Officer immediately. Early contact will avoid your arrears becoming too serious. We would discuss your income with you and set up a payment plan that is achievable. We would also advise you of your options and any benefits that you may be able to claim. If you have arrears on your rent account, you may be charged interest as stated in your lease. In April, we will increase your monthly Direct Debit to take extra payments to pay of any arrears. You will still be liable for interest whilst this payment plan is in place.

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Service Charges You may be charged an amount for services provided by the Association. This will include the cost of the following services where they are provided:         

Buildings insurance Maintenance of communal gardens Cleaning communal areas Repairs and maintenance of the structure of the building, in the case of blocks of flats Electricity charges for communal lighting Sinking fund for the long term repair and replacement of major items in the building in the case of blocks of flats and/ or on the estate Health & Safety checks NCHA’s management charges Audit fees

This list is not exhaustive. There may be other items particular to your scheme. NCHA will consult you in advance of any proposed increase in your service charge. Service Charge Accounts Service charge accounts for your scheme will be prepared and audited annually. A copy will be sent to you along with a summary of your rights as leaseholders. Surplus or deficits on service charge accounts In February each year, we estimate the likely cost of your service charge for the coming year. We base this on the actual spending from the previous year and take in to account any other relevant information, such as proposed maintenance works, the financial climate, etc. We try to be as accurate as possible, but there are always factors that cannot be predicted. In April, at the end of our financial year, we will go through all invoices for each scheme and provide the accounts to be audited. If we have overestimated the charge we will refund you. If we have underestimated, we will let you know how much needs to be paid. Any deficit will be added to your rent account, and should be paid promptly; otherwise you will be charged interest. We only charge you what we have paid out on services. We do not add on any fees or look to make any kind of profit. 7

REPAIRS AND MAINTENANCE Your lease explains the responsibilities of the Landlord and leaseholder for repairs to your property. If you live in a house, you will be responsible for all repairs and maintenance costs. If you live in a flat, you will usually be responsible for repairs inside your home and NCHA will carry out repairs to the structure of the building and any communal areas. These repairs will be paid for through the service charge. The only exception to this is for repairs which may be covered under a Defects Liability Period (DLP). The defects liability period relates to newly-built homes and usually covers the first 6 months following completion of the building work. Defects Liability Period Your newly built home has a defects liability period provided by the developer. This period began when NCHA took handover of the completed building from the developer, and its length will vary depending on the developer. Please note that the defects liability period may already have ended by the time you complete your purchase. In this case, NCHA would provide a short period in which it will rectify defects at its own cost in accordance with NCHA’s Defects Service Standards, a copy of which is available on request. You will receive a letter from NCHA following the completion of your purchase, and this will confirm the expiry date of the defect liability period. It is customary to compile and submit a defects list when you first move in. If you would like help doing this a technical officer from NCHA is available to visit (contact details on the letter). NCHA will then forward your list to the developer for action. Whether or not you compile a defects list, defects can be reported at any time during the defects liability period to NCHA.

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Acclimatisation Your newly constructed home needs to be acclimatised gently so that it can be dried out gradually. When you move in, there is moisture present, which was absorbed by the building materials during construction. This needs to evaporate slowly and be ventilated away. Slow evaporation minimizes shrinkage/ cracking. This can be achieved by keeping your home at an even temperature at all times, during the drying out period. As drying out progresses and your home is lived in and heated, the material may shrink which causes small cracks to appear. These cracks are not structural defects. Minor cracks should be left for the drying out period, usually 3-6 months. These minor cracks are not classified as defects. If you have any large cracks that you are concerned about please report them during the defects period and we will check them as part of the defects procedure. You may also find “nail pops” appearing – plaster coming away from the nail heads used to fix the plasterboard. Quite reasonably, most developers will only attend to these defects at the end of the defect liability period, when they will arrange to do every house or flat over the course of a few days. If you want to redecorate before the end of the defect liability period, you can make good to cracks and nail pops yourself using decorator’s filler. The developer will still attend at the end of the defect liability period to make good to any new cracks or nail pops, but will not make good to your new decorations, so it is advisable to keep a small amount of each colour of paint that you have used. Electrical appliances Newbuild houses are not covered under the Sale of Goods Act, and this lack of cover extends to all the appliances and electrical goods supplied with the house. You will not be able to go back to the developer if any of these appliances goes wrong. It is therefore advisable to register with the manufacturer any electrical appliances which came with the house or flat (e.g. boiler, cooker, cooker hood, fridge, washing machine, dishwasher, etc.), so that you can make a claim under the warranty should anything go wrong. NCHA will not accept any repairs responsibility for such items.

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Important Information about your WC Cistern Please be aware that the overflow from your WC cistern discharges directly into the WC pan. If there is a malfunction, you will see a small trickle of water down the back (inside) of the toilet pan which can be sometimes difficult to detect. This should be checked by the occupant as soon as they move in and at regular intervals thereafter. If a malfunction is spotted, it should be reported immediately to NCHA. Failure to do so will result in wasted water and excessive water bills. We would like to thank you for your co-operation in this matter.

4 Pin Light Bulbs Most of our new build properties will be fitted with low energy light fittings that require a 4 pin light bulb. Replacement bulbs can be purchased online from retailers such as Amazon and John Lewis.

Decorations If you live in a house, you will be responsible for decorating your home, both inside and out. NCHA will arrange to redecorate the exterior of flats and any communal areas, and this work will be charged to the service charge. Flat owners are responsible for their own internal decorations.

Alterations and Improvements If you want to carry out any alterations or improvements you must write to NCHA for permission before beginning any work. A member of our technical staff may visit your property to assess the proposed work. You must have our written approval before starting the work. As well as Landlord's permission, you may also need to apply for Planning & Building consents. Failure to do so may result in court action or the need to obtain Retrospective Consent which is more costly. If your improvements increase the value of your home, the value of the improvements will be disregarded if you buy another share in the property. 10

Gas Safety If you have fixed gas appliances in your home, such as a central heating boiler, gas fire or gas hob it will have a warranty from the manufacturer, usually for one year from the date it was installed. After that it is essential for the safety of you and your family that you get these serviced every year by a Gas Safety approved engineer. Failure to maintain your gas appliances correctly can lead to a Carbon Monoxide leak. It is important to be aware of the dangers of Carbon Monoxide in the home:  Carbon Monoxide (CO) is a highly poisonous gas with no colour, taste or smell  Symptoms of CO poisoning can easily be confused with flu, and include headaches, nausea, dizziness, chest or stomach pains and general lethargy

To protect yourself and your family:  Get your gas appliances checked annually by a GAS SAFETY registered Installer. Appliances that are properly installed and serviced, and have sufficient ventilation, are efficient and safe.  Make sure rooms and heaters are well ventilated.  Have your chimneys and flues checked regularly.  Fit a Carbon Monoxide alarm. These are available from most good DIY stores or your GAS SAFETY registered installer. A CO alarm will measure the concentration of Carbon Monoxide in a room and sound an alarm if the CO concentration is at a dangerous level. Alarms cost around £25 – a small price to pay if it saves a life.  If you buy a CO alarm, make sure it meets current British and European safety standards and choose an audible one so that you could be alerted even if you are asleep. Read the manufacturer’s instructions carefully before you install it.  CO alarms must never be used instead of an annual gas safety check.

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GAS SAFETY registered installers. A GAS SAFETY registered installer is a gas expert. They have undergone extensive training in order to be qualified to gain registration. The majority of work carried out by illegal gas workers has been found to have serious safety defects. By using a tradesperson that isn’t GAS SAFETY registered you are taking your life into your own hands. However, GAS SAFETY registration does not automatically cover all areas of gas work – most installers specialise in one or more areas – so you must check they are qualified to do the work you require i.e. fit a boiler. You can check with GAS SAFETY’s Customer Services team or look on the back of the installer’s ID card.

NCHA can help NCHA’s GAS SAFETY registered Gas Service Team will provide you with a full service package to keep your gas appliances safe and in good working order. The cost for this service is currently £140 + VAT per year. Included in the price is the following:  Inspection and service of all the gas appliances in your home once a year  The cost of all labour and parts  A 24 hour breakdown service, 365 days a year  Servicing by appointment  2 hour response if you have a gas leak  Same day response if you have no heating  A gas safety certificate If you would be interested in this service please contact the office. Call 0845 650 1204, or e mail [email protected] for more details All property owners are legally responsible for ensuring their gas fittings and appliances are safe and in good working order – you are advised to have everything checked annually by a Gas Safe registered installer. If you sub-let, you have this responsibility towards your tenant. 12

ABOUT YOUR NEW HOME Telephone Cabling into the houses has been provided to enable you to set up a telephone account. To do this contact BT on 0800 800 150. You may still be liable for a connection charge by the telephone line provider. Utilities You should take a meter reading for all utility supplies on the day you purchase the property. Please contact your suppliers with a meter reading and the meter reference number for each supply to your property. Details of your suppliers will be in your builders pack.

Council Tax You are responsible for paying the council tax for your property. Please contact you Local Authority to advise them that you are now living at the property. Refuse Collections When you first move to your new home you may have to contact the council to obtain a wheelie bin if you do not have one. You must have registered for council tax to arrange delivery of your new bin. Your local council will also be able to arrange removal of any initial packaging, white goods, and extra rubbish from your move. They may charge for this service. If you live in a flat and have a communal bin store, you still must contact the council to remove any initial refuse, other than normal household waste. If you do not arrange collection you will be charged for removal. The council will remove larger items for a small cost, e.g. fridges, TVs, beds, etc. Details are available on most council websites. If you are unsure who you should contact to arrange removal, you may contact the Leasehold Team for advice on 0845 650 1204.

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BUILDINGS INSURANCE NCHA is responsible for arranging the buildings insurance cover on your home. Your insurance certificate is attached for your information. This is not a contents insurance policy. You are responsible for arranging your own contents cover for items such as kitchen appliances, carpets and other personal belongings. If you need to make a claim, you should contact the insurers direct at:Zurich Municipal Property Claims Unit, PO Box 108 Farnborough Hants GU14 0XQ Tel: 0870 2418050 Fax: 0845 6000083 Out of hours: 0800 0280336 Email: [email protected] Please make it clear when you contact them, that you are one of our policy holders, quoting policy number JHA-22S473-0023. In most cases they will tell you straight away whether your claim is covered by the policy. If it is covered, they will tell their preferred repairs supplier, who will contact you to arrange a time to carry out the work. You should return the claim form to Zurich Municipal. In some cases, they may arrange an inspection to look at the damage. They will let you know if they need to do this. Please note there is a policy excess on all claims which is currently £100, except where your home is damaged by subsidence, heave or landslip, where you will have to pay the first £1,000 of any claim. You must tell the insurers about any event that leads to a claim within 30 days. They will refuse to accept a claim if you do not tell them within that period. 14

BUYING FURTHER SHARES IN YOUR HOME Your lease may allow you to buy more shares in your home until you own it completely. This process of increasing your share is known as “staircasing.” You will usually have had to live in your home for at least a year before you are allowed to buy further shares. Shares can be bought in 10% portions, but you are able to buy a larger share if you can afford to do so. The price you pay for each share depends on the value of your home at the time you want to buy another share. This price is normally held for three months from the date your home is valued. You will have to pay the valuer, but NCHA may be able to arrange the valuation at a discounted rate. You will also need to ask a solicitor to act for you. If your home is a house, you will usually get the freehold once you buy 100% of the shares. There will be a legal fee to pay to NCHA when you buy the final share and acquire the freehold. Flat owners will probably be tied to a lease which runs for a fixed period of time. If you buy 100% of your home you will stop paying rent, although you will still have to pay a service charge if services are provided.

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SELLING YOUR HOME

You are able to sell your home whether you own a share or own the property outright. You can sell your share at any time after you have purchased it. This process is known as “assignment.” It is important to write and tell NCHA before you sell the property, as in some cases the Association will be able to put forward a buyer, and this could save you money in estate agents fees. If you own a share of your property you may be able to buy the remaining share and sell the whole property at the same time. Your Intermediate Housing Officer will be able to advise you about this. You will have to get your property valued and if you plan to employ an estate agent you will be able to choose which one to use. You will need to contact your solicitor to act for you. When you have found a buyer you must again write to NCHA giving details of the proposed sale and the person you wish to sell to. The purchaser will have to complete a simple application form. NCHA will write to you to say whether it gives you permission to sell. You will have to pay the Association’s legal fees for arranging the sale. NCHA can tell you the amount of the fees before you sell.

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KEEPING IN TOUCH All NCHA’s leasehold properties are managed by the Intermediate Housing Team, IHT, based in Nottingham. Your dedicated Intermediate Housing Officers are: Heather Hart who can be contacted on: [email protected] Tim Ward who can be contacted on: [email protected]

0115 844 3421 or Email:

0115 844 3420 or Email:

Alternatively you can contact the main Intermediate Housing Team reception: Tel: 0845 650 1204 [email protected] You can write to us at: Intermediate Housing Team NCHA 12-14 Pelham Road Sherwood Rise Nottingham NG5 1AP

To report defects, contact our Maintenance Repairs Line on 0800 317 861 or 0115 844 2931

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Consultation The Association will consult you if it is considering changes in the management and maintenance of your home, major repairs (if you live in a flat,) or if it plans to sell the freehold of your home. NCHA will consult flat owners before carrying out any major repairs or improvements which affect the sinking fund. This will include providing copies of estimates for proposed work. You will be informed each year of proposed changes to the monthly service charge. Newsletter You will receive a copy of NCHA’s newsletter “Link,” usually twice a year. Customer Advisory Panels The Association has set up several Customer Advisory Panels – CAPs – covering several areas of NCHA’s work. The aims of the CAPs are:  To promote the interests of residents in key areas of NCHA’s work  To actively involve residents in the formulation of policies and procedures  To ensure the continuous improvement of the Association’s service to its customers. The Customer Advisory Panels are open to all leaseholders and tenants of the Association. Please contact NCHA for details of how to get involved. RSLs residents charter A copy of this is available on request from NCHA.

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COMPLAINTS If you have a complaint about the way you have been treated or about the service you have received, you should first tell the member of staff you have been dealing with. If your complaint cannot be sorted out this way, the Complaints Procedure, a copy of which is in your pack, tells you how to take your complaint further and sets deadlines for NCHA to reply. If you have followed the Complaints Procedure and are still not satisfied, you have the right to take your complaint to the Independent Housing Ombudsman.

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