Commitments Charter

Tuesday 14 November 2006

A charter of commitments for council and housing association tenants living in Lower Broughton who are to be rehoused by Contour Homes.

DRAFT FOR CONSULTATION

SECTION 1. Introduction to the charter of commitments

This document provides information to council and housing association tenants affected by the regeneration proposals for Lower Broughton, who will be offered new homes in the new development. Information is provided on a range of issues including rents & service charges, your new landlord, the allocation of new homes and the new homes that will be built.

Who is this information relevant to?

This document provides information for tenants of council owned properties that are managed by New Prospect Housing and tenants of Irwell Valley who are affected by the regeneration proposals for the Lower Broughton area. A separate document will be available for residents who own their own homes.

SECTION 2. Contour Homes, your new landlord

Contour Homes have a long history of providing and managing homes in Salford. Contour Homes have experience of working with residents on a range of large scale regeneration initiatives throughout the North West.

Who will manage my new home?

In 2005 Salford Council went through a process of selecting a partner housing association. Contour Homes were selected and are the lead registered social landlord in East Central Salford which includes Lower Broughton. The Council expect Contour to work in partnership to deliver new homes and provide high quality services. It isn’t just about building and improving homes. Salford Council also want a partner that can develop a variety of community regeneration initiatives like employment and training.

Contour Homes have been successful in securing funding from the Housing Corporation for the first phase
of new homes for rent.

All new rented properties developed in Lower Broughton will be owned by Contour Homes and they will provide management and maintenance services to you.

Will I get the same level of security of tenure as I do the with the council?

There are no significant differences in rights and responsibilities between New Prospect and Contour Homes tenancy agreements. The significant difference is that New Prospect residents have a weekly secure
tenancy that can only be granted by Councils and all Housing Association residents like Contour Homes, will have a weekly assured tenancy. Every resident in the new development will be offered a Assured tenancy that will run for a probationary 12 month period. Contour Homes intend as part of the consultation process to explain to residents what the similarities and differences there are between individual lauses in New Prospect, Irwell Valley and Contour Homes tenancy agreements. No tenancy now or in the future can be ended without a court order so you will always have the security of tenure that you do now.

Your tenancy agreement now and in the future sets out rights and responsibilities for you as a tenant and Contour Homes as the landlord. Contour Homes tenants handbook sets out in simple terms the rights and responsibilities of tenants and landlords, covering:

Sub-letting with permission
Taking in lodgers with permission
The right to succeed to a tenancy on someone’s death
The right to exchange
The right to repair
The right to improve
The right for compensation after improvement
The right to be consulted and informed.

How can I get involved in the way that my new home is managed and maintained?

Existing residents of New Prospect and Irwell Valley may be involved in tenant or resident associations that have regular contact with their landlords. Primarily these are set up to influence how a landlord provides services.

Contour Homes have an existing tenant compact which sets out all the existing ways in which you can directly affect the services you get and to what standard. Contour Homes have summarised how resident involvement takes place through a document called the ‘Resident Involvement Compact’ which is available in a separate document. Contour Homes is committed to involving
residents, so residents can have real influence through the provision of information, consultation on decisions.

So what’s our commitment?

Contour Homes will explain to you the differences and similarities between your existing tenancy agreement and the new one you will sign. Contour Homes want to demonstrate that the new agreement
is at least as good as or better than the existing one you have.
To manage your home to the highest standards.
To involve you in the way services are delivered and decisions made.

SECTION 3. A new home in 2006 and beyond

Contour Homes want residents to be as involved in the redevelopment. We want to offer real choices wherever we can not just in building design but also in the way your new home will be managed and maintained. We will consult residents about the layout of the redevelopment as well as the design of individual properties.

The new housing in Lower Broughton will be ‘mixed tenure’. That means that the redevelopment will include properties for sale as well as for rent. We want tenants who want to buy to have the opportunity to do so.

We also want the redevelopment to be ‘tenure blind’. That means anyone driving around the new homes will not be able to tell from the outside appearance which properties are for rent and which are for sale.

What choices will I be given about my new home?

As well as requesting a specific size and type of property residents will be consulted on the design and layout of the new houses. There are some specific choices that residents can pick from for their new homes:

Colour and choice of floor covering and wall tiles in the bathroom.
Colour and choice of floor coverings in the kitchen.
Colour and choice of kitchen units and worktops.

We are looking to offer more choices and will develop a comprehensive list of additional options that you can pay for if you wish. Most of the things that you pay for become yours, you will be responsible for repairs. The ideas that we have had are

Patios rather than lawns in your front and rear gardens
Kitchen appliances such as hobs, ovens and extractors fans
Laminate flooring in living areas

You may have more ideas of your own. We want to listen to what choices you want. If we can provide them we will.

What will I be offered?

Detailed consultation will be carried out with individual residents to discuss what type of accommodation they would like to move into.

Every resident will be guaranteed an offer of a property of the same type of accommodation that they live in now. For example a tenant of a house will be entitled to a house within the new development. Residents living in a house can also express their interest to move to an apartment.

Where we can we will aim to offer choice. Listed below are some examples where choice can be exercised:

Where a group of residents say they wanted to be rehoused around each other we will try and put people next to or opposite each other.
If a property is overcrowded we may be able to provide a larger house in the new development. Alternatively, where a property is under-occupied we may be able to offer a smaller house or apartment.
If physical disability adaptations are required in the new property we will arrange for these to be either moved from the current property or provide them. To do this we will need the support and advice of the Occupational Therapist.

Will I have to have a water meter?

Every new property will be fitted with a water meter. We will discuss this with you at your home visit. Residents can’t choose to have a water meter or not as this is a requirement of United Utilities. You should not see a great difference in the water rates that you pay now and the bills you’ll get based on what you use. In fact some people
will see a reduction.

The new homes that are built will all have showers. A shower uses a lot less water than a bath. All the toilets will have water efficient flushing systems so again you should use less water. The boilers being fitted to all properties are the most efficient on the market. Not only do they use less energy but they also require less water. The hot water system does not require a tank. Not only do you get more space in your home but you have hot water at the turn of a tap.

Will I get a parking space?

Every resident will get at least one parking space but because of the limitations of the land available this may not be directly outside your home. We will discuss this further at the home visits.

So who does the repairs?

For the first 12 months after you move in to your new home the contractor has a responsibility to fix things that break or go wrong. This is known as the defect period. After the first 12 months all normal repairs due to wear and tear will be the responsibility of Contour Homes. Repairs that are because of tenant damage or neglect will be the responsibility of the tenant to deal with.

Your responsibility will be to report repairs as they occur. Just like your current landlord Contour Homes prioritise repairs according to urgency. They prioritise repairs in to three categories

Category 1 repairs get done in 24 hours eg. walls in danger of collapse or no power.
Category 2 repairs get done in 7 days eg. no hot water or blocked drain.
Category 3 repairs get done in 28 days eg. loose wall tiles or defective kitchen units.

Contour Homes offer an ‘in the morning or afternoon’ appointment service for all category 2 and 3 repairs.

So what’s our commitment?

• You will have the opportunity to choose some fixtures and fittings in your new home.
• You will be able to buy enhancements for your home.
• Allocations will as far as possible match what you have told us you want.
• Your home will be maintained to high standards.

SECTION 4. Rents and service charges

For all new properties that are built by Contour Homes a rent has to be submitted as part of the bid for funds from the Housing Corporation. Contour Homes will be charging these rents for any new occupier.

How much will the rent be?

The table below sets out what the rent charges will be to the nearest pound for your new, modern home. These rents do not include service charges. We will tell you more about service charges at the home visits.

2 bed flat

Contour: £63

2 bed house

Contour: £64

3 bed house

Contour: £68

4 bed house

Contour: £73

It is likely that there may be small differences in rent levels compared to your current rent in the early phases of the development but because of Government legislation social housing rents for similar properties in similar areas will be around the same level. This will be regardless of the landlord. The system that all social landlords are working within is referred to as ‘target rents’ and by 2011 there will be little difference between New Prospect rent levels and Housing Association rent levels. Social landlords rents by 2011 must be at or within 5% of the target rent level.

What will I get for my rent?

For your rent you will get:

A brand new house
Built to modern standards of construction
With better sound insulation than your current home
With better heat insulation than your current home
With a fuel efficient heating system
Kitchens with space and ready made fittings for modern appliances
Double glazed windows with improved sound and heat insulation
Water efficient toiletsShowers over every bath
Burglar alarms in every house and apartment
Enhanced windows to reduce the chances of break ins
A garden shed
High quality management and maintenance service

Salford Council, Countryside Properties and Contour Homes want the new development to be a safe and secure place to live. Every new build scheme that Contour Homes are involved in must aim to achieve a standard called ‘secure by design’. This standard is administered by the police and is in effect a checklist.

They look for

Well lit areas at the front and back of peoples homes
No hiding places in communal areas particularly outside in communal gardens and parking areas
Clearly defined boundaries such as walls and fencing at the front and back of peoples homes.

Countryside Properties and Contour Homes will be submitting the phase 1 proposals for the ‘secure by design’ award so that residents can feel safe in the knowledge that the design of new homes and communal areas do not contribute toward crime and antisocial behaviour.

Residents will be able to have a look at a new home before they move in. A show home will be built as soon as possible so that residents can get an idea of what they’ll get for their money. We plan to furnish and carpet the show house so that you can get a real picture of what your new home could look like.

Will my rent be eligible for Housing Benefit?

Yes. The full rent will be eligible for housing benefit. How much housing benefit you will get will depend on the individuals circumstances which is the case now.

What services will be provided on top of the rent and how much will they cost?

The rent levels do not include service charges and you may not be used to paying more for extra services. Housing Associations have historically provided more services to properties for which they have to levy a extra charge. For the proposed redevelopment of Lower Broughton these services may probably include;

Gardening of communal areas
Cleaning of communal areas
Lighting above normal street lighting for shared internal and external areas
Window cleaning for apartments
Common TV and satellite aerial systems for apartments
Lifts in some apartment blocks
Door entry systems for apartment blocks which includes a camera.
Someone based locally to carry out basic repairs, clean common areas and manage contractors.
Landscaped courtyards and parking areas that have CCTV monitoring

We want you to have a real say in what services you want and to what standard. Contour Homes intend as part of the consultation process to put forward services that can be offered to new tenants in the new development in detail. For every service offered Contour Homes will set out what the service standards are, the weekly cost per household and whether or not the charge is eligible for housing benefit. The vast majority of services that will be offered will be eligible for housing benefit. There are some services where no choice will be offered for residents, for example where a block of flats has a lift or a fire alarm system which has to be maintained and serviced.

Will I still have the ‘right to buy’ my new home?

Council tenants have the right to buy the home that they rent from the council. Housing Association tenants generally don’t have that right. But what they do have is Right to Acquire. This scheme has it’s own rules so Contour Homes will set out in a separate leaflet what options residents have to buy their home in the new development and elsewhere.

So what’s our commitment?

Contour rents will be maintained at or within 5% of the ‘target rent’ level.
Residents will be consulted on what services will be provided and at what cost.

SECTION 5. Moving in to your new home

Who is eligible for rehousing?

Where ever possible we plan to build replacement houses for all residents affected by the regeneration proposals. In order to be able to confirm this information with our partners who are building the new properties we will need to set a cut off date for residents to be eligible to qualify for an offer of a new property. We want to know from you, who should and should not be eligible and why. We will take your views in to account when we decide on the cut off date.

At the moment we propose that a resident will be eligible for an offer if they can prove they are part of a household which is rented by a tenant who is living in their home at the qualifying date. The qualifying date is 12 months before the date outline planning application is approved for the phase of the redevelopment that affects your neighbourhood. For phase 1 households this date is 21 June 2005. Households must also meet the other qualifying conditions outlined later to be eligible for rehousing in the new development.

What is meant by ‘household’?

We count a household as the immediate family; father, mother, daughters and sons. Extended families are not normally counted as part of the household unless they can prove that they have lived at the property since the qualifying date. We will require proof for all household members. See table below.

We will accept proof as:

MAIN TENANT

OTHER ADULTS

DEPENDENT CHILDREN

Proof of residence will need to pre-date June 2005, ideally in the form of a tenancy agreement. If a tenancy agreement can not be seen by us we will require to see
two of the following:

Housing Benefit documents
Council Tax records
Any other benefit agency documents
Department of Works and Pensions documents
For residents in employment - bank statements detailing salary income or payslips

With reference to the Tenancy Agreement we will take into account a marriage certificate if the main tenant has been married since the agreement was signed.

Proof of residence will need to pre-date June 2005 ideally in the form of a tenancy agreement. If the adult does not appear on the tenancy agreement or the enancy
agreement can not be seen by us we will require two of the following:

Housing Benefit documents
Council Tax records documents
Any other benefit agency documents
Department of Works and Pensions documents
For residents in employment - bank statements or pay slips.

Proof of residence will need to pre-date June 2005 ideally in the form of a tenancy agreement. If the dependent child does not appear on the tenancy agreement or the tenancy agreement cannot be seen by us we will require:

Child benefit documents

What happens if I am not eligible for an offer of accommodation in the new development?

We will make every effort to offer residents the property of their choice in the new development. However if a resident is not eligible we will still offer help, advice and support to access alternative accommodation of their choice. The form of assistance available will depend on the type and location of the property residents ask for.

For example subject to conditions laid down in the Councils allocations policy, the council will offer priority to anyone affected by the regeneration proposals wishing to move in to council accommodation. This
includes providing assistance to rehouse people who currently live in the regeneration area but have not lived there since the qualifying date and have not completed their probationary tenancy period.

What happens if I want to move out of the area?

We hope that all residents will take up the opportunity of a new home and the chance to build a community in Lower Broughton. But we know some residents will want to move away. If you do not want to move to a property in the new development you will still be offered advice and assistance on rehousing choices outside the new development. The form of assistance will again differ depending on the type and location of the property residents ask for. The Council and partner Housing Associations in the area will provide assistance to access family housing, single person housing, sheltered housing etc.

What size property would the household be eligible for?

It basically depends on your circumstances. If a resident asks us for a different size of property than the one that they currently occupy, Contour Homes and Salford Council will investigate the circumstances around the request in terms of housing need and assess this against the potential to bring forward that type of property in the new development. Where existing residents are overcrowded we will offer larger accommodation. In order to get a bigger property, the main tenant(s) will need to prove all members of the household, who he/she is seeking a larger property for, have lived with the tenant on or before the qualifying date. For assessing household’s eligibility please see table below as a guide:

HOUSEHOLD SIZE	WHAT ACCOMMODATION YOU MAY BE OFFERED
Single person	2 bed property.
Couples without children	2 bed property.
Parent[s] with 1 child	2 bed property.
Parent[s] with 2 child	2 bed or 3 bed property.
Parent[s] with 3 child	3 bed property.
Parent[s] with 4 child	4 bed property.
Parent[s] with adult child and 1 grandchild	3 bed property.
Parent[s] with adult child and 2 grandchild	4 bed property.
Grand parent[s], parent[s] and 1 child	3 bed property.
Grand parent[s], parent[s] and 2 children	4 bed property.

Where a householder requires a carer to stay with them overnight on a regularly basis, we will take this in to account when allocating property.

Where there are very specific medical reasons for an extra bedroom we will take this in to account when allocating properties. Medical proof will be required in all circumstances.

How many offers will I get?

Any resident should only need one offer. If a resident decides not to accept that offer we will make one further offer in the new development. After the second offer Contour Homes and Salford Council will continue to work with residents in identifying a home of their choice within available properties in the new development or outside the redevelopment area.

Can an owner-occupier rent a property on the new development?

Residents who are owner occupiers can express an interest to rent accommodation from Contour Homes, after having sold their home to Salford City Council. The eligibility and allocation of a new rented property will be done on the same basis as if the resident were a tenant of either New Prospect Housing or Irwell Valley HA.

What help will I get moving?

Home Loss Compensation is a special payment to compensate for the upheaval caused when you are forced to move as a result of regeneration. For tenants this payment is currently £4000. This payment is decided by Central Government and the Local Authority administers it . In order to qualify for a Home Loss payment you must have been occupying the property as your only and main residence for at least 12 months before the moving date. There can only be 1 payment per property despite the number of residents living there. You will need to claim for this and a payment will be made to you 10-14 days following the claim being submitted to Urban Vision. If you owe any money to the City Council, for Council Tax or have any rent arrears then these will be deducted from the total amount of Home Loss Compensation you will receive.

On top of the Home Loss Compensation you are also entitled to a Disturbance Payment as a compensation for any reasonable costs that you incur as a consequence of your relocation. Examples may include removal costs, disconnection and reconnection of services (electric, gas, telephone etc). At the time of relocation the resident is expected to bear the costs of these and keep a record of all moneys spent and once the move has been complete they can then file a claim with Urban Vision to be reimbursed for these costs.

Officers from Urban Vision and Housing Market Renewal will assist you with this process. Everyone understands that moving is a stressful and difficult time. Contour Homes will allow residents a reasonable amount of time to move in to their new homes of one week for which they will not be charged rent or service charges. Residents can make use of this time to move in, decorate or furnish their new home. For legal reasons a tenancy agreement must be signed when keys are handed over and Contour Homes will credit individual rent accounts with the ‘moving in week’.

Contour Homes insists that all tenants pay one weeks rent in advance. Contour Homes also encourage residents to pay a months rent in advance where they are able to do so. We can talk about your individual circumstances at the home visits.

So what’s our commitment?

You will get a visit to determine what new home you require.
You will get help moving to your new home.
You will get advise, assistance and a lot of ‘understanding’.
You will be provided with advice and assistance.

SECTION 6. Nuisance and antisocial behaviour

A recurring theme from the consultative events that have taken place to date has been the problems with nuisance and antisocial behaviour caused by people who live in Lower Broughton and who visit Lower Broughton. We know that we have a social responsibility to help vulnerable people in need and we have to balance that against the wishes of residents.

We have listened to what people have said.

I don’t want any nuisance neighbours!

Consultation has highlighted the request from residents that households that are subject to action against them for nuisance or antisocial behaviour should not be offered a property in the new development.

Every resident must have successfully completed any probationary period to get a new property. To do so means that they have proved that they can behave reasonably and not cause nuisance and annoyance to their neighbours. We will background check all existing residents and their households with

Their current landlord if they rent a home OR
Their employer if they are working AND
The police for criminal convictions.

Residents who have been involved in nuisance, antisocial behaviour or criminal activity that affects the neighbourhood will not be offered new build homes in the redevelopment. As a general rule if legal action has been taken against any householder they will not get a new build home.

When we make our decision we will look at criminal activity. The sorts of convictions that will affect individual’s chances of being rehoused are

Burglary
Harassment, intimidation or threatening local residents
Criminal damage
Stealing cars and joy riding
Quad biking in public areas
Antisocial behaviour orders
Fly tipping, vandalism and graffiti
Drug dealing
Injunctions as a result of threatening, intimidating, harassing or causing nuisance
Actual bodily harm or grievous bodily harm

We will require proof of conduct of tenancy from every existing tenant renting property from a social landlord, that includes New Prospect, Contour Homes and Irwell Valley. We will also be taking in to account

if you have damaged your current home and were given a recharge by your existing landlord for the damage you have caused.
If you have been aggressive or abusive to staff working for any agency involved in the Lower Broughton partnership.

Everyone within a household will be required to submit to background checking with all agencies involved in Lower Broughton which includes

New Prospect neighbour nuisance team.
Social services
Youth offending teams
The Fire Service
Education services

We will take in to account how recently the nuisance or antisocial behaviour occurred. We will look in detail at the last 18 to 36 months.

We will take in to account if residents are working with agencies to amend their behaviour. If we can see change and improvement in attitude and behaviour we will look on that positively.

Any resident who does not qualify for rehousing because of their recent behaviour may be rehoused in future phases if they remain in the area and can demonstrate that they have changed.

Any residents who refuses to agree to background checking will not be offered a new home in the new development.

How can a resident appeal against a decision where they have been excluded from the new development?

Any decision will be confirmed in writing by Contour. Every resident will have the option to appeal if they are rejected for rehousing. The appeals process will be as follows.

Stage 1
Appeal to a Contour Head of Service. A response will be given in 5 working days of the appeal being submitted.

Stage 2
Appeal to Contour’s appeals panel. A response must be given in 5 working days to the appeal being submitted.

Stage 3
Referral to the Housing Ombudsman service for review. We are subject to the Housing ombudsman service response times.

So what’s our commitment?

To deal with nuisance and antisocial behaviour at the earliest opportunity with a balanced ‘firm but fair’ attitude.
To give those who are trying to change a chance.
To refuse rehousing to residents who are destabilising the community.

SECTION 7. Allocating & letting

One of the objectives of the redevelopment of Broughton is to create a vibrant community. We have a social responsibility to help those in need and we want to balance that with peoples aspirations and choice. That means that we want to help those in real need and those that choose to live in Lower Broughton.

Will residents be able to choose who lives next to/near them?

A number of residents have already expressed a preference to live next to or near their current neighbours, when they move to the new development. We promise to take this into account when allocating
properties but it may not be possible to meet all residents’ requests at the same time.

Will I be able to influence local lettings or place any localised restrictions on how my block is managed?

We will also consult residents about any restrictions that are appropriate in a block of flats, a row of houses or a street. Once all the allocations have been done we will consult residents about the restrictions that should be applied. The sorts of restrictions we can apply are

No pets to any property where you have to share a common entrance such as a block of flats.
Setting a minimum age requirement for any one living in the same block, street or row where a group of residents agree. This will usually happen in a block of flats but it can also happen in a street.
We will also allow neighbours to be involved in the selection process of new tenants if that is appropriate. They can interview prospective tenants and choose from a shortlist.
We can insist that new tenants sign an acceptable behaviour contract as part of their tenancy if a group of residents in a block of flats, a row or a street agree.

Contour Homes will manage your new homes and have the right to disagree with unreasonable restrictions suggested by residents. For example restrictions that exclude rehousing on grounds of race, religion or sexuality will not be acceptable. In addition if a restriction makes it impossible for Contour Homes to let a property.

So what’s our commitment?

To be accountable for the allocations that are made
To involve residents in the allocation process

Contacts

Salford City Council

If you want information about home visits, drop-in sessions, Homeloss and Disturbance, Equity Share Loan, please contact:

Jean Steel – Tel: 0161 603 4226 or Email: jean.steel@salford.gov.uk
Gosia Bachanowicz – Tel: 0161 603 4232 or Email: gosia.bachanowicz@salford.gov.uk

Contour Homes

If you want information about Housing Services which includes tenancy agreements, rent levels, allocations, neighbour disputes, service charges, resident involvement, repairs & maintenance, please contact:

Taranjit Dosanjh – Tel: 0800 731 0446 or Email: taranjit.dosanjh@contourhousing.co.uk
Paul Charnock – Tel: 0800 731 0446 or Email: paul.charnock@contourhousing.co.u
Sara Jennings – Tel: 0800 731 0446 or Email: sara.jennings@contourhousing.co.uk

If you want information about a new build programme which includes, handover phases, individual property choices, community governance, please contact:

Laura McBride – Tel: 0800 731 0446 or Email: laura.mcbride@contourhousing.co.uk
Shahzad Tahir – Tel: 0800 731 0446 or Email: shahzad.tahir@contourhousing.co.uk

Countryside Properties

If you want information about a new build programme which includes handover phases,
please contact: