My Coastal...A Guide to Coastal Housing

My Coastal

Contents

6 Getting involved6 Tenant involvement7 Comments and complaints

Your rent8 Paying your rent 9 Rent & Service charges 9 Housing Benefit

Repairs & maintenance10 Reporting a fault 11 Access to your home 12 What we must do13 What you must do14 Timescales for repairs 15 Insurance 16 Our Maintenance Team & contractors17 Fire safety advice

External areas18 Gardens18 Drying areas 19 Refuse and recycling 20 Parking

Your tenancy21 Types of tenancies 22 Joint tenancies22 Right of succession23 Ending your tenancy23 Buying your home

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Our services30 Services 32 City Wheels Car Club 33 Specialist services34 Tenancy Support Scheme35 Services to over 55s

Respect & fairness37 Equality & diversity

Finance38 Budgeting your money 39 Financial help for training40 Budget sheets

Useful contacts44 Nuisance diary46 Your notes 47 Meter readings48 Contact Coastal!

My Coastal

Your tenancy continued...23 Low-cost home ownership24 Sub-letting24 Right to make improvements25 Re-housing because of domestic violence26 Transfers26 Mutual Exchange/HomeSwapper27 Keeping Pets28 Unacceptable behaviour

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Our services are shaped by youWe are at our most effective in meeting your needs and demands whenour services reflect what you have told us your requirements are. We aimto give you an excellent service, which is professional, confidential andfair. In return, we expect you to be courteous to us.

If you’re not happy with a service, please let us know, so we can makeimprovements. We also welcome your comments when you’re happy with what we’ve done.

You have the right to know about the terms of your tenancy. To find out more about things like tenant consultation, how we let our homes and your rights, please get in touch.

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Your home, your tenancy & our servicesCall us on: 01792 479200There’s more going on if you find us on Twitter or Facebook.

Being a tenant is a two-way process! Plus there is lots more informationin our quarterly Coastal magazine.

Would you like to receive ‘My Coastal’ another way? Ask us about formats such as Braille, Audio Tape, CD, DVD, and in otherLanguages. Contact us by phone, e-mail, call into our offices or write to us. We’ll answer your enquiry as quickly as possible.

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facebook.com/CoastalHousing

twitter.com/@coastalhousing

My Coastal

Getting involved

RepresentationWhere a more formalstructure, such as a co-operative is required, wewill provide you with thenecessary support to establishthis. Tenants are alsorepresented on the Group’sBoard of Management andsub-Committees.

For wider information ontenant involvement contactTPAS Cymru (TenantParticipation AdvisoryService)

Tel: 029 2023 7303www.tpascymru.org.uk

Tenant involvement We’ll keep you informed about services, rights and issues that affect your home and tenancy. In redesigning and reshaping our services weencourage, consult and involve tenants in various ways. This helps toinfluence our decision-making on matters that will affect you. We willcontact you and consult in a variety of different ways, including:

• Survey • Email and text • Phone calls• Letters • Focus groups • Personal contact with us• Listening to customer demand • Coastal magazine

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Open culture

Local OmbudsmanPublic Services Ombudsman for Wales, 1 Ffordd yr Hen Gae,Pencoed, CF35 5LJ

Tel: 0845 601 0987(calls charged at local rate)

E-mail: ask@ombudsman-wales.org.uk

www.ombudsman-wales.org.uk

Comments andcomplaints With a culture of openness, we want people to tell us whatthey think about our services.Tell us the good as well as thebad. If you have a problemwith our services, we’ll do ourbest to resolve it quickly andeffectively.

You can talk to Managersabout your issues, and if stillnot satisfied you can appeal toour Board.

Some problems are beyond ourcontrol. If this is the case wewill tell you.

Call us on: 01792 479200

Email us:ask@coastalhousing.co.uk

Write to us at: Coastal Housing Group,Freepost RSXA CJHX XUXE,3rd Floor, 220 High Street,Swansea, SA1 1NW

Post a comment on Facebookor Twitter and follow our blogs

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Paying your rent

In person or by post Call into our offices in Swanseaor Neath. You can pay bycheque, debit or credit card butNOT cash. Or post a chequepayable to Coastal HousingGroup Ltd with your name andaddress written on the back to:

FREEPOST RSXA-CJHX-XUXE Coastal Housing Group, 220 High Street, Swansea, SA1 1NW

By Direct Debit Direct Debit payments can bescheduled weekly, fortnightlyor monthly.

By phone Pay by debit or credit card bycalling us on 01792 479200or at Allpay on 0870 243 6040.

At your local shop or Post Office

Use your Allpay card whereveryou see the PayPoint sign, e.g.in your corner shop,newsagent or local petrolstation.

On the internet For a 24hr payment service, goto: www.allpayments.net ORwww.coastalhousing.co.ukthen follow the links to: ‘OurServices’ and ‘Paying Rent’.

Allpay App - Free Scan a QR code with yoursmart phone

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Service charges

Housing Benefit• To make a claim, contact your local

Housing Benefit Office• Tell them when there is a life change which

may affect benefit payments• Rules around benefits are changing all the

time - look out for our posts on and ,articles in our magazine and website.

Check out:www.yourbenefitsarechanging.co.uk

If you have problems paying your rentcontact us for help and advice. If youdon’t pay your rent, you risk losing yourhome.

Rent & service charges• Charges are due weekly and charged to your account every Monday• Service charges will depend on the services you get such as caretaking,

door entry, lift, CCTV etc• Charges are set as low as possible and based on costs to run• Rent and service charges are renewed annually when we will give you a

breakdown of these charges. If you do not agree with them you havethe right to appeal.

• A rent statement will be sent out to you at least twice a year – April andSeptember. Although you can request a statement at any time.

Learn more about our services on page 30.

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Repairs & maintenance

• If you are reporting problemswith an appliance, such asyour heating system, it helps us to know whether it’s a gas or electric system

• Tell us if the repair isdangerous or will cause moredamage if the repair is notdone immediately

• Let us know your daytimetelephone number and we willbook the contractor to call on a day convenient for you.

Reporting a faultThe quickest way to report a repair is to phone us on:Tel: 01792 479200

If it is an emergency and ouroffices are closed, please callthe out-of-hours number: Tel: 0845 680 8888

You can also email, text, write,pop in to one of our offices orspeak to us when we are outand about in your area.

National Gas Emergency Linefor gas leaks:Tel: 0800 111 999

Annual Gas ServicingCoastal have a legalresponsibility to service anygas boiler or fire we own inyour home. This is carried outfor free. However, you mustprovide us with access to carryout this important service.

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Access to your home

MaintenanceappointmentsIf you arrange a maintenanceappointment with us and areunable to be at the property,failure tocancel mayresult in youbeingcharged forthe call-out.

Providing accessYou must provide access for us to carry out repairs, inspect the propertyand to fulfil our legal duties, such as the annual gas safety check. If wecannot gain access, we may apply for a Court Order to allow us accessand charge you the legal fees.

Unless it is an emergency, we normally give a minimum of 24 hoursnotice of when a repair is to be carried out.

If an appointment is unsuitable, please let us know and we will give youanother date. If you don’t, you may be charged a call-out fee.

If you are locked out because you have lost your keys, we will have toarrange for a locksmith to visit, as we do not hold keys to your home.

If the locks have to be changed, we will charge you for the work.

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Our responsibility

What you pay for:Rechargeable repairs occur when we haveto carry out work which is yourresponsibility, or necessary because of yourmisuse. We will invoice you for the costs ofthese repairs.

Report any problems to us quickly – makesure there’s access to carry out repairs.

We will repair:External items The roof, chimneys (not cleaning of chimneys), outside walls, doors andwindow frames, gutters, downpipes, waste pipes and drains, paths, steps,walls and fences.

Internal items All electrical wiring, sockets and switches, baths, showers fitted by us,sinks and toilets, tap washers, plumbing (except washing machines,tumble dryers and dishwashers you have installed), any water heaters,fitted fires and central heating (which must be fitted by us), mainsconnected smoke detectors, water supply in your home, inside wallsexcept for minor cracks or damage you may cause.

Shared Areas These include stairs, balconies and lifts in developments, we willmaintain and decorate communal areas. Mains-wired smoke detectorsare fitted with a sealed battery back-up in each home which is tested once a year, when we’re doing your annual gas service. There are alsodetectors in communal areas, which are checked regularly.

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Your responsibility

Gaining permissionIf you wish to do anyimprovement work, you mustfirst obtain our permission andmaintain those items and areasafterwards. We may also want tocheck out your improvementsonce you have completed thework, just to make sure it hasbeen carried out safely. Beforeyou do any improvement works,contact us for a ‘Right to Makean Improvement’ form.

You are responsible for:• All internal decoration • Replacing electric fuses, light

bulbs and any extra lighting • Plugs and chains for baths,

sinks or basins • Appliances and plumbing

not installed by us • Eradicating ants, mice or

other vermin • Toilet seats and lids • Washing lines

(not communal) • TV aerials (not communal) • Refuse/rubbish (in addition

to weekly collection).

Any damage causedby you , such as: • Broken glass • Drains and waste pipes • Replacement locks, if you

lose your keys• Maintaining gardens

attached to your house andfencing which we did notprovide.

• Damage to our vinyl floorcovering in the kitchen orbathrooms.

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Timescales for repairs

Major repairsIf major repairs are needed and it would be unsafe for you to live thereduring the repair work, we will re-house you temporarily and pay movingand storage charges.

If your home becomes uninhabitable, through fire or flood, contact usimmediately and we will do our best to help you.

For jobs which are urgent, but not an emergency,such as a broken light fitting, we will carry out therepair within a week.

For routine repairs, like a leaking gutter, thework will be done within a month. In all cases,we will try to do the work at a time convenientfor you.

TimescaleWe aim to make sure that your property is fit to live in and deal with your repairs in appropriate timescales.

For instance, where there is a seriousemergency, such as a major water leak or complete failure of the central heating(outside of summer months), we willnormally attend within four hours and eithermake safe or complete the repair within 24 hours. Other repairs will be dealt withwithin reasonable target times.

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Insurance

Making a claimYou will have to claim off yourinsurance for damage or loss toyour own belongings includingfurniture, carpets, curtains etc.

If you have a break-in, burglaryor criminal damage at your home,report it to the Police and get aCrime Reference Number, whichwe will need to claim off ourBuildings Insurance. If you don’t,we will carry out any essentialrepairs and charge you.

Your home contentsinsuranceYou are responsible for insuringthe contents of your home. Weinsure the structure of yourhome and some internalfeatures.

My Home InsuranceFor a dependable and veryreasonable Home ContentsInsurance package specificallydesigned for the needs of ourtenants, just call My HomeInsurance to arrange insurancecover for your home.

Tel: 0845 3372463 Email: myhome@jlt.com

Features of the scheme: • All the cover you need

• No excess to pay

• Pay either fortnightly ormonthly by cash at any postoffice or Pay Zone outlet, ormonthly by Direct Debit.

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Our Maintenance Team

Maintenance Team& Contractors’ codeof conductWe expect high standards ofwork, so our MaintenanceTeam and Contractors mustadhere to the following:

• To call on the specified dateand morning/afternoon timeslots

• To show proof of theiridentity and explain the jobthat they will be doing

• To produce a high standardof work

• To use dustsheets whenneeded, to protect your home

• If unfinished in one visit, to leave your home safe andtidy and give a return date

• To leave a card asking you tocontact us for anotherappointment if necessary

• Be polite and considerate,and respect your privacy andconfidentiality and to work in accordance withour equal opportunitiespolicy.

• We may contact youafterwards to find out if thework was done satisfactorily.

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Fire safety advice

A safe roomIf you can’t escape via either your Plan A orPlan B routes, you will need to find a ‘saferoom’ to shelter in until help arrives. A goodsafe room should have:

• A door that closes • A telephone or mobile telephone

(if possible) • An outside window that you can

open for fresh air.

Fire action planIn the event of a fire in your home our advice will depend on the propertyyou live in. If you live in a house and a fire occurs, our advice is to leavethe property by the safest route possible.

Our advice for flats depends on the type of flat you live in and its age.

Generally, you should have a Plan A and a Plan B for escape routesshould one of them be blocked and follow our general advice:

• Test your smoke alarm weekly• Do not place candles near curtains or other materials and never

leave them unattended• Ensure ovens and cookers are turned off after use• Do not smoke in bed and check all cigarettes are out properly• Switch off and unplug electrical appliances - never overload sockets• Do not store bottled gas or cylinders in your home• Make sure that stairs, landing and passages forming an escape route

are kept clear.

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External areas

Drying areasIf you share washing lines,please remember that othersneed to use the line too. Try notto leave washing out for days.

If we have suppliedyou with your own

washing line, it is up toyou to keep it in good orderand replace it.

GardensIf you have a garden with yourhome, you’re responsible for:

• Cutting the grass • Pruning shrubs and plants• Disposing of any rubbish

straight away.

If you don’t maintain yourgarden, we may carry out thework, but charge you for allcosts incurred.

Please get permission from usfirst if you want to install:

• Ornamental features • Sheds• Fencing • Patios and hard-standings,

or other features.

Also, please ask us beforecutting down any existingtrees or shrubs, as they may besubject to planningrequirements by the LocalAuthority.

Communal gardens andgrounds are maintained byour Caretakers.

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Refuse and recycling

RefuseRubbish must not be stored in communal areas – such as hallways, stairsand landings – as this is a health, safety and fire hazard. Neither shouldit be stored in driveways or in a condition in which it could attractvermin.

Don’t put your refuse out for collection until the night before, or themorning of the collection and stick to the rules set by your council foryour area, by separating newspapers, glass, cans, bottles and food waste.If you have access to a refuse chute, use it for rubbish in carrier-sized bagsand no larger.

If you have fridges, freezers or other large items to dispose of, contact your local council to collect them and only putthem out on the day of collection. Remember, you are stillresponsible for your refuse even when it’s outside yourhome and uncollected.

Keep updated with changes to your collections by checkingour and blogs.

RecyclingRefuse/recycling collections are carried outby your local council from your home,usually once a week. On some schemes, dueto the density of homes in one place, therefuse collection may be more frequent. Youshould always make sure your refuse andrecycling goes outside in time for collection.

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Parking

Parking and vehiclesParking spaces are available for some homes and schemes. Tenantsalways take precedence over visitors for these, but you should not use the spaces to park commercial vehicles or block the access for emergencyvehicles. If you are issued with a Parking Permit, the badge should alwaysbe visible on the windscreen.

Only casual maintenance of your own vehicle on our land is allowed –you must not repair others. Untaxed or unroadworthy vehicles must notbe kept on land owned by the Association. We will remove abandonedvehicles and charge the costs to the owner if known. Caravans andtrailers are only allowed for very occasional overnight parking.

If you have a secure parking area accessed via a fob or code, never giveout the code. If you lose your fob, you'll be charged for its replacement.

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Your tenancy

Rent OfficerTo contact the Rent Officer for South WestWales including Swansea, Neath, Port Talbotand Camarthan, use the following address:

South Wales Rent Officer,Welsh Assembly Government,Ground Floor, Government Building,Picton Terrace,Carmarthen,SA31 3BT

Tel: 01267 245113

Types of tenancies A Starter Tenancy allows us to end your tenancy during the first 12months if you cause problems, such as anti-social behaviour or don’t payyour rent. After 12 months without problems, it will revert to a fullAssured Tenancy.

With an Assured Tenancy (as with a Starter Tenancy) the rent is set byus. You will be given one month’s notice of annual increases. You canappeal to the Rent Assessment Committee against the rent set.

A Secure Tenancy applies to tenants prior to 15 January, 1989. They paya ‘Fair Rent’ set by the Rent Officer every two years, subject to 28 daysnotice of the increase. A tenant can appeal to the Rent Officer against therate set.

If you want a full copy of any policy, let us know and we’ll send it to you.

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Your tenancy

Right of succession If you die, your husband or wife, or someone living with you as acommon-law partner, may have the right to take over your tenancy. This right can apply if:

• It was their main or only home • You did not inherit the tenancy.

We may also offer the tenancy to a member of your household who hasbeen living there for 12 months prior to the death. In these cases we mayoffer them the tenancy of your home or another suitable home.

This also applies if you occupy an adapted home or it is designatedsupported housing.

Joint tenancies If you are given a joint tenancy with yourpartner, relative or friend, you jointly havefull rights and responsibilities. If therelationship breaks down, we will discuss thevarious options available with you. We mayre-house one of you in alternativeaccommodation.

For sole tenants, on your death, your partneror a member of your household may have theright to take over your tenancy. If however,you occupy an adapted or larger home, whichmay be more suitable for another tenant, wemay offer them another property.

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Your tenancy

Low Cost HomeOwnership (LCHO)There are a number of LCHOschemes promoted by us, theWelsh Assembly Governmentand local authorities, which aregenerally aimed at first-timebuyers. Phone us on Tel: 01792619300 or have a look at ourwebsite to see what new homesmay be available.

Ending your tenancy To end your tenancy, youmust: • Give us four weeks notice• Allow us access to carry out

an end of tenancy inspection• Leave the property clean and

clear of all your belongings.• Make sure there is no

rubbish left outside theproperty or in the garden

• Take final gas and electricreadings

• Redirect mail• Provide us with a forwarding

address• Return all keys.

If you do not leave theproperty in good order and we have to carry out repairs,redecoration or removerubbish, then we will have to charge you for all costs.

Buying your home You may be able to buy yourhome from us, but this willdepend on the type of housingyou are living in and when itwas built. Contact us for moreinformation on how to apply.

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Your tenancy

Right to makeimprovements You have the right to makeimprovements to your home and garden, but you must firstget permission before carryingout any work.

Contact us for full details. Tel: 01792 479200

Email:ask@coastalhousing.co.uk

Sub-letting If you are thinking about sub-letting you must getpermission from us.

You will need to tell us aboutthe name, age and sex of theintended lodger or subtenant.

We take many things intoaccount regarding anydecision we make.

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Re-housing

Help is at handIf however, re-housing is the best option, we will either provide this or work with other housing providers for you.

If you have to be re-housed, then we will apply the following:

• If the tenancy is in your name only (sole tenant), then you must makesure that the property you are leaving is empty before we can takepossession

• When you are leaving a joint-tenancy and the property becomes under-occupied as a result, we may also seek to re-house the other tenant intoa more suitable property. We aim to make best use of our homes interms of occupancy

• We will treat any enquiry with strict confidentiality

• We will not pass on any information about you to a third party withoutyour permission, unless it is to provide a legitimate service, or where itis essential or legally required.

Re-housing because of domestic violence If you are experiencing domestic violence, or there is a serious threat of violence fromsomeone living in your home, we will do ourbest to help you.

We can refer you to Women’s Aid, a solicitor,the police or Social Services for help.

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Want to move home?

Mutual exchange You have the right to exchange your home and tenancy with anothertenant of any housing association, including Coastal Housing Group, ora local council. We will have to approve the exchange first and so will theother Tenants’ Association or council.

To register for an exchange, sign up with www.homeswapper.co.uk.When you get a suitable match they will contact you by email, text or letter.

HomeSwapper is for social housing tenants who want to swap homes.100s of people move every week through HomeSwapper.

TransfersIf you want to move to another propertybecause your home is no longer suitable for your needs, please call us and we willarrange for someone to come out and talk to you about your re-housing preferences.

Offers of properties will only be made if: • You have a clear rent account • Your current home has been maintained

to a satisfactory standard • You have not caused any management

problems.

No access to a computer at home? Why not pop down to your local library and use the internet for free.

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Keeping pets

Animal careWe will also be concerned aboutyour ability to properly care forthe animal and want assuranceswith regard to neutering andmicro-chipping of the pet.

We may also need to know thesize and location of any kennels,aquariums or pet runs.

Are pets allowed?We recognise that pets arevaluable companions, butthey should be properly lookedafter and controlled.

However, pets are not suitablefor some homes, so if you wantto keep a pet, you must ask usfirst.

If it is a pet that is unlikely tocause a problem to neighbourssuch as fish or budgerigars,then we would normally givepermission. If it is cat or dog,and therefore could cause aproblem to neighbours, thetype of home you live in willinfluence our decision onwhether to give youpermission.

We may refuse permissionbecause:

• Your flat has sharedcommunal areas

• The animal is classed as a dangerous breed e.g. pit bull terrier.

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Unacceptable behaviour

What can you do?If you are experiencing nuisance,this is what you can do:

• If the nuisance is caused by a neighbour, try speaking tothem in a calm manner andask them to stop. They may beunaware they are causing anuisance

• Make a note of what happens,including dates and times, andcontact us to discuss thesituation. At the end of thishandbook there are someNuisance Diary Sheets to helpyou record the details of theevent.

Nuisance caused by others We aim to make ourcommunities peaceful, safeand desirable places.

We’ll take action against anyperson who causes nuisance to others.

It could be:

• A tenant • Family • Friends • Uninvited guests • People in the local

community.

It can take many forms such as:

• Excessive noise • Graffiti • Fly-tipping • Criminal activity • Intimidation • Harassment • Vandalism • Threatening and abusive

language • Racist behaviour.

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Unacceptable behaviour

What we can do If we consider it is a problem we will speak to them and ask them to stop.We will also tell them they may have broken a tenancy rule. If thenuisance continues, we will take further action such as:

• Warning letters • Notice of Intent to seek possession • Legal injunctions • Use demoted tenancies.

If it is something beyond our jurisdiction, we may involve other services –such as Environmental Health or the Police – who may proceed with anti-social behaviour orders (ASBOs). We will be sensitive to the needs ofvictims of anti-social behaviour (ASB) and bring in services such asmediation if both agree, or use specialist agencies – Victim Support andthe Swansea Bay Race Equality Council – where appropriate. We willensure victims have access to a Lead Officer, who will keep theminformed of the action we are taking.

If it will help, we may also undertake work to alleviate antisocialbehaviour such as:

• Installing extra lighting • Installing CCTV• Removing or enhancing walls • Installing fencing or planting • Removing rubbish and abandoned cars • Providing or increasing the caretaking service.

If it is in the interests of the victim of ASB and iswhat that person wants, we will try to re-house thatperson as a priority. If you have any problems,please contact us 01792 479200

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Our services

Area Caretaking Services – most of our homes enjoy the services of theCaretaking Team. Visiting schemes on a regular basis and carrying outgrounds maintenance and general repairs, it provides a friendly service to tenants and keeps internal and external areas clean and tidy.

CCTV is installed, to prevent and detect crime. It can also act as adeterrent to crime.

Cleaning to Communal Areas will be carried out by a designated sub-contractor, normally once a week.

A Door Entry System allows you to check callers to yourhome before letting them in.

Laundry Rooms are only for the use by tenants wholive at the scheme. Times of use are normallyrestricted to between 7am to 8pm. Always leavethe rooms clean and tidy after use.

Please don’t use all the machines at once andalways empty the machines promptly.

ServicesWe provide a range of services which arepaid by a weekly charge that’s added to your rent.

Examples of the type of services you mayreceive are listed below:

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Our services

Lifts are provided at mostmulti-storey developments.When moving large items,inform your Caretaker, so thatpadding can be fitted. Do notuse the lift in the event of fire.

Lighting to Communal Areasmay be provided inside andoutside. If you see any of theselights are out, do tell usstraight away, so we canreplace the bulb.

Window Cleaning – in someschemes, we employ windowcleaners to clean the outside of all the windows on aregular basis. You will have to clean the inside of yourwindows yourself.

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City Wheels Car Club

What is it?City Wheels provides a car when you need one, with no servicing ormaintenance and no insurance or road tax for you to pay. Vehiclescurrently available include a variety of small economical cars and a light diesel van.

Membership is open to Tenants aged between 25 and 70 (younger andolder applicants are considered on an individual basis).

You will pay a one-off fee to join, including a returnable key deposit. As a member, you pay a low monthly fee, regardless of whether you use a car or not. Then there’s minimal hourly and service charges every timeyou use a car. There’s nothing else to pay, not evenpetrol and there’s definitely no catch!

When you join, you are given a swipe card, whichrecords any use automatically – no paperwork.Each month you’ll get a bill for any use which ispaid for by direct debit. It couldn’t be easier.

City Wheels Car ClubFor tenants who are living or working in theSwansea city area, we can offer our CityWheels Car Club.

City Wheels Car Club saves the costs andhassle of owning a car, especially whenparking space is at such a premium.

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Specialist services

We work in partnership withvoluntary sector partners, thehousing local authority, and ourown tenants, in delivering high-quality supported accommodationand services. These services include:

• An in-house tenancy supportscheme

• Support services to adults withlearning disabilities

• Adapted housing to ensure tenantsand their families with disabilitiesare happy

• Supported housing schemes • Safe houses for women who

experience domestic violence • Regular liaison with support with

agencies such as SYSHP, NCH,Community Lives and Dewis.

If you think the Community ServicesTeam can help you, give us a call.We’ll be happy to talk to you.

Your tenancy and the services we provide aremanaged by an experienced and effectivehousing management team.

With a proactive rather than a reactiveapproach, we pull in expertise fromcolleagues, as and when a tenant requiresadditional support.

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Tenancy support scheme

Talk to usIf you want to talk to someoneabout these problems, contact us and we will arrange to meetwith you, to get a betterunderstanding of the help you need.

We will either put you in touchwith organisations that can helpyou, or one of our experiencedTenancy Support Team will workwith you, so you feel more incontrol.

Support SchemeOur Tenancy Support Schememight be able to help if youhave problems such as:

• Debt/money • Drugs and alcohol • Parenting • Education/work/training • Relationships • Domestic violence • Mental health/emotions • Or if life is just getting on top

of you.

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Services to over 55s

We can offer longer term support to help you remain independent with:

• A friendly chat, a personal phone call, home visit or text• Help with form filling, dealing with mail etc• Linking you up with other agencies.

By offering regular social contact, this type of service can provide a vitallifeline for people who feel lonely or isolated.

We can provide this service for as long someone wants it, or if they prefer,just dip in and out whenever they need it

My Coastal

We offer a flexible service tailored to the life of today’s older person, so that you can have additional services and support as and when you need it. With less focus on dependency and more on being independent, we assess your needs to see whether we can help you in any way, such as:

• Benefits advice• Provision of aids and adaptations• ‘Lifeline’ alarms• Handyman service• Home safety checks• Organised social events• Contacting other agencies on your behalf• Helping you settle in to your new home• Wellbeing visits.

We do have to charge for some of these services, but you either pay whenyou use the service or by a weekly top-up on your rent.

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Respect & fairness

Data protection When you applied to become a tenant, we asked you about a variety of personal information. This information helped us process yourapplication. Since then we may have wanted more information, to helpus to manage your tenancy.

To comply with the Data Protection Act 1998, we always seek yourpermission before obtaining, storing and using any personal information.We only want information that we need to administer your tenancy.

We will pass on this information only when necessary for a third party to provide a legitimate service, for example, by giving your address andtelephone number to a contractor to carry out repairs in your home. You may ask to see any information which is stored about you.

Confidentiality We treat any enquiry or contact with us instrictest confidence.

We do not pass on information about you toa third party without your permission, unlessit is to provide a legitimate service, or whereit is essential or legally required.

You will be asked to supply securityinformation to confirm your identity whenyou contact us.

You may have access to any informationthat we hold about you.

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My Coastal

Equality & diversity

RespectWe expect staff, tenants, neighbours and others to respect this belief.

We will not tolerate any form of discrimination or harassment on thegrounds of:

• Race • Ethnicity • Skin colour • Religion • Age • Marital status • Sexuality • Physical disability • Any other reason.

We take reports of discrimination made by tenants and staff veryseriously. Each allegation is investigated individually.

We believe that everyone should have equalaccess to services and should be treated withcourtesy and respect. We will always makesure that services we provide are delivered ina way that is in keeping with this belief.

If you feel you have been unfairly treated,contact us – you can use the complaintsprocedure or contact a member of staffthat you’re happy to talk to.

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My Coastal

My Coastal

Finance

Work out how much you canafford to pay out on other debts.Contact the companies you owemoney to for help with yourpayment plan.

Ask for advice from otheragencies like the Citizens AdviceBureau or National Debtline.Join a Credit Union to help youboth save and borrow. See pages42/43 for contact details.

Never, ever, go to a ‘loan shark’as you could ending up owingthem far more than youborrowed.

If you have money problems,contact us straight away, beforethings get worse.

Budgeting your money Keeping track of your moneyand spending, and payingbills on time, can avoidproblems for you in the future.Use our Personal BudgetPlanning Sheets on pages40/41 and decide whether tobudget weekly or monthly.Write down all the money youhave coming in and what youspend it on. Such as

• Rent• Food• Gas • Electric• Water Rates• Council Tax• Phone• Clothing• Petrol, bus fares etc• Birthdays, Christmas etc• Entertainment.

If you have debts, list themand decide what you are goingto pay first. If you have rentarrears, you need to makeregular payments to make sureyou keep your home and havesomewhere to live.

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Financial help for training

What is it?The training fund was set up originally as a 'Soroptomist Bursary' inrecognition of the donation of a property to Coastal Housing by the localbranch of the Soroptomists. This is an international organisation forwomen in management and professions that strives for the advancementand status of women. However, it was agreed that, in the spirit of equalopportunity, we could use the award for both men and women.

There is a maximum award of £500 per application which can be usedtowards the cost of:

• The course• Exam fees• Books• Equipment• Childcare• Travelling costs.

To apply for funding just give us a call on 01792 479200 or emailask@coastalhousing.co.uk. You will be given a speedy decision onwhether your application has been successful.

Training AwardsWe've set up a fund to sponsor you, yourpartner or family member living with you,towards the costs of further education andtraining.

Priority is given if the course will improve theindividual's employment prospects - helpingthem to secure a job or better paid work.

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My Coastal

My Coastal

Budget form 1

• Base your budget on yourweekly or monthly income

• Fill in both columns and addthem up

• Take away your totaloutgoings in householdcosts, from the total of yourincome

• The amount left is themoney you have to pay offyour debts.

40

Working out your money and your costs

Your household income your take-home pay £your partner’s take-home pay £all benefits and allowances £all pensions £other income £other income £other income £other costs £your total income £

Your household costsrent £council tax £water charges £gas £electricity £phones – inc mobiles £contents insurance £food travel expenses £car tax, insurance, service £clothing and shoes £childminding/maintenance £children’s expenses/school meals £ store cards/catalogues £dental charges £pension contributions £cleaning/household items £life insurance £pets £TV licence, rental & Sky £gym/sports £other costs £your total costs £

My Coastal

Budget form 2

• Fill in the three columns

• Make sure you are totallyhonest about your debts

• If your outgoings are morethan the money you havecoming in, leaving you nomoney to pay off your debtsthen get help and advice.

• We may be able help youabout benefits or put you intouch with someone else.

41

The money you have to pay your debtsYour money for debts £your total income £LESS your total outgoings £Leaves the money for your debts £

Your priority debtsrent arrears £council tax arrears £water charges arrears £unpaid gas bills £unpaid electricity bill £maintenance arrears £income tax arrears £VAT arrears £other priority debts £other priority debts £

Your other debtscatalogue £credit cards £store card £personal loan £overdraft £other debts £other debts £other debts £

My Coastal

Useful contacts

Benefit Advice(Benefit Agency)Tel: 0800 882200www.gov.ukwww.dwp.gov.uk

Benefit Fraud LineTargeting Benefit FraudTel: 0800 854440www.dwp.gov.ukwww.gov.uk

Cats ProtectionTel: 03000 121212www.cats.org.uk

CHC – Community HousingCymruTel: 029 2067 4800www.chcymru.org.uk

ChildlineTel: 0800 1111www.childline.org.uk

Citizens AdviceTel: 08444 772020www.citizensadvice.org.ukwww.adviceguide.org.uk

Compassionate FriendsTel: 08451 232304www.tcf.org.uk

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Credit UnionTel: 01639 632100www.nptcu.co.uk

CrimestoppersTel: 0800 555111www.crimestoppers.co.uk

Cruse Bereavement CareTel: 0844 477 9400www.crusebereavementcare.org.uk

Dogs TrustTel: 020 7837 0006www.dogstrust.org.uk

Get ConnectedConfidential help for youngpeopleTel: 0808 808 4994www.getconnected.com

Gower Bird HospitalTel: 01792 371630www.gowerbirdhospital.org.uk

Furniture DisposalEnfys FoundationTel: 0845 009 4646www.enfysfoundation.org.uk

My Coastal

Useful contacts

Home InsuranceMy Home Contents InsuranceTel: 0845 337 2463

National Debt LineTel: 0808 808 4000www.nationaldebtline.co.uk

Neath Port Talbot (Council)Tel: 01639 686868www.npt.gov.uk

Benefits Department:Port Talbot Tel: 01639 763454

Neath Tel: 01639 686838

NHS DirectTel: 0845 46 47www.nhsdirect.nhs.uk

Refuge Domestic Violence0808 2000 247www.refuge.org.uk

ShelterlineTel: 0808 800 44440845 075 5005www.shelter.org.uk

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Swansea (City & County)Tel: 01792 636000www.swansea.gov.uk

Housing Benefits Dept:Tel: 01792 635353

Council Tax Benefit Dept:Tel: 01792 635382

Rubbish and Pests:Tel: 01792 635600

TPAS Cymru (Tenant ParticipationAdvisory Service)Tel: 029 2023 7303www.tpascymru.org.uk

TravelineTel: 0871 2002233www.traveline-cymru.info

Victim SupportlineTel: 0845 6121900www.victimsupport.org.uk

Welsh WaterTel: 0800 0520145www.dwrcymru.com

Women’s Aid DomesticTel: 0808 2000247www.womensaid.org.uk

My Coastal

Nuisance Diary44

Use this diary to make a note whenevernuisance or harassment happens

Date and time of incident Where did it happen? Who was involved?

Brief details of what happened

Any witnesses – do you have theirnames and addresses?

Have you reported it? If so, to whom,e.g. Area Housing Officer, Police?

Any other comments?

Date and time of incident Where did it happen? Who was involved?

Brief details of what happened

Any witnesses – do you have theirnames and addresses?

Have you reported it? If so, to whom,e.g. Area Housing Officer, Police?

Any other comments?

My Coastal

Date and time of incident Where did it happen? Who was involved?

Brief details of what happened

Any witnesses – do you have theirnames and addresses?

Have you reported it? If so, to whom,e.g. Area Housing Officer, Police?

Any other comments?

Date and time of incident Where did it happen? Who was involved?

Brief details of what happened

Any witnesses – do you have theirnames and addresses?

Have you reported it? If so, to whom,e.g. Area Housing Officer, Police?

Any other comments?

Ourbobby.com offers you a number of ways to let the police know yourconcerns, so that they are able to help you.

Ourbobby.com does not replace an emergency call. It is there to helpaddress your community’s needs.

If you need to report an emergency please call 999. For help with a non-emergency, please call 101.

Ourbobby

My Coastal

Your notes:46

My Coastal

Meter readings

Record your first meter readings here :

GasMeter no.

First reading

Date of reading

ElectricityMeter no.

First reading

Date of reading

Your notes:47

Email: ask@coastalhousing.co.uk www.coastalhousing.co.uk

Contact Coastal!Telephone (01792) 479200

Lines open: 8.00am – 5.30pm Monday to Thursday 8.00am – 4.30pm Friday

Offices:3rd Floor 220 High Street, Swansea, SA1 1NW41-43 Windsor Road, Neath, SA11 1NH

Emergency in your home? Office closed?Phone: 0845 680 8888

If you smell gas phone National Gas Emergency Line: 0800 111 999

facebook.com/CoastalHousing

twitter.com/@coastalhousing

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