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Tenant FAQs

How much is my rent?

Your rent appears on your tenancy agreement and rent statement. You can contact customer services on 0844 800 3800 and they can give you this information. Our website will soon have the facility to go to Client log on, where you will be able to view your total weekly rent, view your rent statement, and report repairs.

Your Right to Buy

If you were granted your tenancy before 15 January 1989, then you will be a Secure Tenant. This means that, unless you live in accommodation for the elderly, you will have the Right to Buy your home at a discount. The length of time you have been a tenant of a local authority or housing association will determine the amount of discount you will be entitled to. If you live in a house, your discount will be between 32% and 60%. If you live in a flat, your discount will be between 44% and 70%. In each case the maximum discount is restricted to £22,000.

If you would like to know more about this scheme ring Customer Services and ask for a guidance booklet - Your Right to Buy Your Home Assistance.

How do I report a repair?

A repair can be reported by ringing our Customer Service Team. Repairs can also be reported by letter or e-mail, by speaking to a member of our staff on the estate, or by visiting or office. We operate an emergency repair service outside of normal working hours, ensuring that residents can contact us in an emergency, 24 hours a day, 356 days a year.

How long do repairs take?

Different types of repair have different target times for completion. We categorise repairs as follows:

• Emergency - Where the health, safety or security of a resident is at risk or where the structure of the building is badly affected. We aim to attend to these repairs within 24 hours. Examples include:
  
  - Total loss of water
  - Total loss of electricity supply
  - Breaches of door or window security
  - Fire damage
  - Offensive or racist graffiti
  
  
• Urgent - Where discomfort, nuisance or inconvenience is caused to a resident, or where further deterioration of the building will occur if the problem persists. We aim to attend these repairs within 3 working days. Examples include:
  
  - Minor plumbing leaks
  - Hot water faults
  - Blocked gutters
  - Blocked drains, basins, bath, w.c.
  - Minor electrical faults
  
  
• Routine - Repairs which can be deferred without causing serious discomfort, nuisance or inconvenience to a resident, or long-term deterioration of the building. We aim to attend to these repairs within 28 days. Examples include:
  
  - General joinery repairs
  - Minor repairs to plaster work
  - Easing doors and windows
  - Dripping taps or shower units

Would my home be modernised?

We work closely with residents to assess each of our housing estates and prepare plans for their future. We carry out a programme of modernisation works, designed to ensure that homes are maintained to the highest possible standard. Residents have as much choice as possible when work is done to their homes providing choice which include kitchens, tiles and floor coverings.

Can I modernise my own home?

You have the right to make improvements, alterations or additions to the premises, provided that you obtain written consent from us first and all necessary approvals (for example, planning permission of building regulations approval). We will not unreasonably withhold consent but may make it subject to a certain standard. Failure to seek our consent or to comply with the conditions may be treated as a breach of the Tenant’s obligations under this Tenancy.

Can I swap my home with someone else?

You can apply to exchange homes with other tenants of Cheviot, Local Authorities or other Housing Associations providing that you have the written permission of all parties. Cheviot will not unreasonably withhold consent. The exchange must be suitable to meet your housing needs. The property must not be specifically designed for disabled persons or be located within sheltered accommodation.

If you are in breach of your tenancy conditions you will not normally be allowed an exchange. In addition Cheviot participates in the MOVE UK scheme, which seeks to help people move to other parts of the country.

For further details of the scheme you should contact our Customer Service Department.

Can I buy my home?

For the majority of Cheviot tenants if you want to buy a house of your own this will mean moving to another property. If you are an 'Assured Tenant' you do not have the Right to Buy. However, you may be the Right to Acquire (if your property was bought or built after 1 April 1997 using Social Housing Grant). 'Secure' or 'Fair Rent' Tenants do have the Right to Buy. Your tenancy would have to commence before 15 January 1989 to have a Secure Tenancy.

However this does not apply to Sheltered Schemes. Occasionally you will see properties advertised in the local press offered on a shared ownership basis. This means you buy a share, usually 25%, 50% or 75%, and pay a rent on the other proportion. You have the opportunity to buy additional shares and to purchase the property outright at a later date.

For more information contact customer services on 0844 800 3800.

How much notice do I give should I leave my home?

You are required to give at least four weeks’ notice if you to terminate your tenancy. Notice can be given by letter, e-mail or a telephone call to our Customer Services Department. The notice has to be from a Monday, therefore if we do not receive notification until a Tuesday, the notice will be taken from the following Monday. You should receive a termination form through the post for you to sign and return to us. Your Housing Officer will arrange an inspection of your property before you leave and make arrangements for you to return your keys. Keys need to be returned to us no later than midday on the date of your termination.

How Can I be involved with issues on my Estate?

There are many ways in which residents can become involved. Examples include:

• Satisfaction Surveys - we undertake regular surveys to monitor satisfaction, for example for repairs and modernisation programmes, asking residents for their views and experiences of the service.
• Mobile Office Visits - Our mobile office visits each estate annually to offer tenants the chance to meet and talk with staff about the issues which concern them.
• Newsletters - We send newsletter to all residents at least twice a year. They include information and feedback received on our performance and services and give advice on various issues.
• Estates sustainability plans - With residents and other local partners our staff review the issues affecting the sustainability of housing estates and the quality of life for residents.
• Consumer advisory panel - Formally appointed residents, who represent their local area and other residents in general, meet regularly with us to review all aspect of our operations.
• Resident Conference - These give the opportunity for residents from different areas to meet each other and our staff. We hold a range of workshops on different service areas, and a tour of estates is also available.

My neighbours are noisy, what should I do?

Many neighbour disputes can be sorted out by talking calmly with the other person. If your neighbours are noisy, perhaps they don’t realise that they are causing you distress so it is always best, wherever possible, to speak in person with your neighbour.

If you do not feel comfortable approaching your neighbours you should inform Cheviot either by letter, telephone, e-mail or in person with your housing officer. After gathering the details of the problem, Cheviot will then approach your neighbour and advise them of the situation. We understand that you may not want your neighbour to know who is complaining so we will maintain confidentiality, however, depending on the type of property you live in, it may be obvious who has made a complaint. Hopefully, at this stage, there would be no further complaints.

However if the problem persists we have a number of measures such as sound monitoring equipment, incident diary sheets, and mediation to help resolve the problem, however the majority of complaints do not get to this stage and are resolved at an early stage.

There is a problem with anti-social behaviour on my estate, what can I do?

Cheviot takes anti-social behaviour very seriously and will take the necessary steps to protect its residents. This can include involving other agencies such as Environmental Health, Councilors, community groups and the police. Again, if you experience any problems of this nature, you should contact Cheviot immediately so that early intervention can possibly prevent problems arising.

How do I make a complaint?

If you dissatisfied with any aspect of the service provided, or the way you have been treated, you should contact Customer Services on 0844 800 3800. We will endeavour to resolve your problem without the need for further action. If you are not happy with the reply you should ask for details of our complaints procedure.