Tenants Charter - Northern Ireland
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Foreword
Over the years the Housing Executive has gained a fine reputation
for providing you with a high quality service. However the
Government felt that your position as tenants could be improved
still further. So we said in the Northern Ireland Citizens Charter
that we would produce a Charter for Housing Executive tenants. This
Tenant's Charter sets out clearly your rights and responsibilities
together with the standards of service provided by the Executive. I
believe that public representatives and housing advisers also will
find it helpful.
The Northern Ireland Citizen's Charter promised a number of other
initiatives to improve housing services. The Executive will be
publishing shortly clear standards of service for homeless people
followed by standards for people seeking renovation grants. The 1992
Housing Order sets out procedures to facilitate the transfer of
Executive tenants to Housing Associations. We will propose further
legislation to give you better rights to carry out repairs to your
homes and to introduce competitive tendering for public sector
housing management.
This Charter shows that the Government and the Housing Executive are
determined to improve housing services. It should help everyone to
ensure that the Executive delivers a high quality service
consistently. I am sure that you will find it useful.
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Introduction
This Charter is about your rights and responsibilities, our services
and the exact standards you can expect from us.
We have responsibilities as your landlord to provide housing
services. We are committed to giving you a high quality service
which is:
* fair - without any regard to your sex, race or religion
* confidential - information you provide will be kept in
confidence
* accessible - making it easy for you to contact us
* good value - making the best use of rent and taxpayers' money.
As a tenant you can expect prompt, accurate and helpful information
courteously given, by a named member of staff. We aim to provide a
personal service by telling you who is dealing with your enquiry; by
using an identification card when visiting you at home; and by
advising you of the name of the officer responsible for your area.
We will continue to place great importance on your views about our
services and housing schemes and we will take those views into
account.
We believe that greater involvement by our tenants can help produce
better housing services. There are more and more opportunities for
you to become involved. This Charter tells you about these
opportunities and how we can assist you. We can, for example, help
to form a tenants group.
If things go wrong and you do not get good service we would like to
know. This Charter tells you how you can make a complaint direct to
us and to the Northern Ireland Commissioner for Complaints.
Also our senior officers meet with your elected representatives at
least once a year to discuss our plans for housing in your area.
Once a month the Northern Ireland Housing Council which has a
representative from each of the District Councils also meets to
discuss our strategies, plans and services.
Finally, if you want to find our more about our services, or if you
want advice about anything in this Charter, staff at your local
District Office will always be glad to help.
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Before you become a tenant
Your rights and responsibilities
When you apply to the Housing Executive for a home you have the
right
* to a free summary of our rules for deciding the order in which
we allocate houses
* to study the full rules at your District Office
* to buy a copy of the full version.
You are responsible for;
* providing full and accurate information about where you live
and about yourself and your family
* informing us if there are any changes in those circumstances.
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Our Services
The Housing Executive runs a housing service for the whole of
Northern Ireland. This service is delivered through our 42 District
Offices. The addresses and telephone numbers of the offices are in
the telephone directory under 'The Northern Ireland Housing
Executive'. You should apply to the office in the area where you
live. There should be one near you. If you need help with the
application form we can assist you. After we receive your
application we will send you an acknowledgement card. Then we will
visit you at your home and assess your case for housing. We will
advise you in writing of our assessment.
If at any time you decide to change the areas in which you wish to
be housed simply tell your District Office. The office also has
information about other landlords who may have property available -
for example housing associations.
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Our Standards
* we will attend to you at your District Office within 15
minutes;
* we will acknowledge your application within 3 working days;
* we will visit you within 2 weeks;
* within a further week, we will place you on the waiting list;
* we will give you the opportunity to view any property we offer
before you decide whether or not to accept the tenancy.
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Secure in your home
Your rights and responsibilities
When you become a tenant you have important rights. Some of these
are laid down in law. Others are contained in the agreement you sign
when you become a tenant. This sets out the Executive's and your
responsibilities and is known as the 'tenancy agreement';
* you have the right to security of tenure. You will be able to
keep your home for the rest of your life if you want to, as
long as you do what you agreed to do in your tenancy agreement
and as long as you actually live there
* the right of succession. When you die one other person in your
family who has been living in your home with you for at least
twelve months will be able to take over the tenancy
* the right to take in lodgers
* the right to sub-let part of your home.
You are responsible for;
* paying your rent
* taking care of the property
* seeking permission from us if you wish to sub-let part of your
home.
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Our Standards
before you accept a tenancy we will tell you if repairs are
outstanding and when we will complete them;
Before you become a tenant we will explain your tenancy agreement
and issue you with a tenants handbook;
* we will credit your rent account within 7 days of you making a
payment;
* we will send you a rent statement every 3 months;
* we will give you 4 weeks notice of any rent increase;
* we will decide any claim for housing benefit within 14 days of
receiving the necessary information.
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Our services
When you become a Housing Executive tenant your tenancy agreement
will be explained to you. You will also be offered assistance to
claim any entitlement you might have to help with paying your rent
and rates.
If there are any repairs which we have still to carry out we will
tell you about them and let you know when we will do them. We will
also tell you the name of the officer who deals with your area and
give you a tenants handbook which explains in plain language the
tenancy agreement and our services.
As a tenant you make always make an appointment by telephone or in
writing with your District Office - you can, if you wish, arrange to
speak to the District Manager. Every week each of our District
Managers discuss matters of concern with individual tenants through
an appointment system.
If you are unable to pay your rent for whatever reason you should
contact your District Office.
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Repairs and improvements to your home
Your rights and responsibilities
You have;
* the right to carry out improvements.
You are responsible for;
* seeking our approval to carry out improvements
* carrying out repairs listed in the tenancy agreement as your
responsibility.
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Our Services
Responsibility for repairs to your home is detailed in your tenancy
agreement. Broadly we must maintain the structure and outside of
your home and certain internal items, for example baths and
roomheaters. We must also decorate the outside of the dwelling at
least once every seven years.
You can ask for a repair by telephone, in writing or by visiting
your District Office.
You have a right under our self-help repair scheme to carry out
certain repairs up to a value of £200 for each repair. You do not
have to do this work yourself. You can choose the supplier or
contractor you wish to use and we will pay him the cost we think
reasonable when the job is done. The scheme covers most types of
work; your District Office will advise you about it.
If you wish to carry out improvements to your home you must get our
permission. We can also give you advice about the improvement.
Remember too that if you move we may pay you back some of the cost
of the improvements if you have made your house more valuable.
Special services are available for disabled people. If you or a
member of your household has problems getting access to your home or
need special changes to your home you should contact your District
Office. We will get in touch with the local Health and Social
Services and make sure your home is suitably adapted.
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Our standards
* we will carry out Emergency repairs within 24 hours
* we will acknowledge other repair requests within 3 working
days;
We will carry out;
* Urgent repairs within 4 days
* Routine repairs within 4 weeks.
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The area around your home
Your rights and responsibilities
You have the right under your tenancy agreement to the quiet
enjoyment of your home.
You are responsible for;
* making sure you do not create a nuisance for your neighbours,
for example by excessive noise.
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Our services
Where a tenant is clearly in breach of the tenancy conditions we
will take action. Such breaches include damage to property or
running a business from the property which creates a nuisance to
neighbours.
When we receive a complaint about noise, harassment or criminal
behaviour we will refer the complaint to the police or another
appropriate agency.
We work closely with tenant groups and District Councils to try to
make sure the area around your home is kept clean and tidy.
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Our Standards
* we will regularly cut the grass in open spaces during the
summer months;
* we will clean the common areas in multi-storey flats at least
once every week;
* we will repair lifts which have broken down within 24 hours and
door entry systems within 4 days.
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Moving to another home
Your rights and responsibilities
You have;
* the right to exchange home with another Executive tenant.
You are responsible for;
* seeking written permission from us before you exchange with
another tenant
* carrying out any repairs which are your responsibility before
you exchange.
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Our services
If you wish to move home you can either seek to exchange with
another tenant or ask us to transfer you to more suitable housing.
You can make your own arrangements to exchange or register on our
exchange list. Before you can exchange you must seek permission from
us. Normally permission is given but tenants in arrears will be
expected to clear the debt or come to a suitable arrangement with
us.
To seek a transfer to another home you should apply at your District
Office. We will assess your case and advise you about opportunities
to transfer.
If you wish to move to another part of the United Kingdom you can
apply for an exchange. A list of tenants in England, Scotland and
Wales who wish to exchange homes is available at your District
Office. If you have a pressing need to more to any of those areas,
for example because you wish to support an elderly relative, you
should ask your District Office about the National Mobility Scheme.
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Our standards
* we will acknowledge your application to transfer or exchange
within 3 working days;
* we will advise you if your exchange can proceed within 4 weeks
of your request;
* we will visit you and place you on our transfer list within 4
weeks of receiving your request to transfer;
* we will keep a list which is updated each month of properties
available for exchange at each of our District Offices.
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Buying your home
Your rights and responsibilities
You have a right under our house sales scheme to buy your home as
soon as you become a tenant provided you do not live in a particular
sort of property, for example, elderly peoples housing.
You are responsible for;
* selecting and contacting a solicitor to act on your behalf
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Our services
After you apply to buy we will tell you if your home is included in
any improvement schemes in the near future and what effect this
could have on your application. An offer will be made to you. This
will tell you the price and for tenants buying flats what service
charges they will be liable to pay.
If you cannot afford to buy your home outright you may part buy and
part rent it - this is known as equity sharing. Under this scheme
you can at a later date buy your home outright.
You are strongly urged to seek advice from your District Office and
a solicitor before deciding to buy.
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Our standards
* we will acknowledge your application to buy within 3 working
days;
* within 2 weeks we will advise you if you may buy and if any
improvements are planned for your home and the effect this
might have on the sale;
* we will make you an offer within 12 weeks.
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Your personal housing file
Your rights and responsibilities
We ask you for details about yourself to help us give you a good
service.
You have;
* the right of access to the information you provided in your
application for housing
* the right to know how your Housing Benefit (if you applied) has
been worked out
* the right to know the reasons if you are not entitled to
Housing Benefit.
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Our services
In making your housing application you provided details about
yourself and your family. You can ask at your District Office to see
those records and check if they are correct.
Any tenant who applies to us for Housing Benefit will receive a
detailed statement of how their benefit was calculated. We will also
take the opportunity to check whether or not the person applying is
entitled to other benefits (Income Support and Family Credit). If
you are dissatisfied with our calculation of Housing Benefit you
have the right to have your claim reviewed. If you are still
dissatisfied you can appeal to an independent Review Board. The
District Office will advise you about this.
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Our standards
* immediate access to the information you provided in your
application for housing;
* a detailed statement of how any claim to Housing Benefit was
calculated within 14 days of receiving the necessary
information.
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Consulting you
Your rights and responsibilities
We place great importance on your views about our services and
housing schemes. We will consult you about any major changes in the
way we run your estate. After we have considered your views we will
tell you what has been decided.
You have;
* the right to be consulted.
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Our services
You will be consulted about any major changes to our services or the
way they are run.
We may use a number of ways to consult - letters, leaflets, door to
door contact or public meetings. If we intend to carry out major
building works which will affect your home or the surrounding area
we will consult you. You will be given adequate time to respond to
the proposals and we will take your views into account before
arriving at a decision.
We will also carry out surveys to find out what tenants think of our
services and we will take account of those views.
We will send you a newsletter showing how we have performed against
our standards and how much our services costs. You will be able to
compare how your office performs against the average for all our
offices.
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Our standards
* at least 3 months before any major building work starts we will
consult you about what is proposed and set out the options
available;
* at least 3 weeks before work starts we will advise you be
letter about
* the nature and scope of work
* the alternative accommodation arranged (where necessary)
* the expected duration of work
* any effect on your rent
* the availability of allowances or grants
* the person to contact if you have any enquiries
* at least 3 weeks before any minor work starts we will advise
you about the nature of the work and when it will take place;
* each year we will issue a newsletter telling you how we
performed against our standards of service and how much our
services cost.
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Getting involved
We will promote greater tenant involvement in the provision of
housing services by;
* helping tenants to form an association or group to represent an
estate;
* consulting with individual tenants and tenant groups on the
schemes, services, standards and major policies which affect
them;
* offering opportunities for tenants to enter into formal
consultation agreements with us;
* providing opportunities for well-established tenant and
community groups to become responsible for the delivery of
housing services in their estates.
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Forming a tenants group
We will help tenants' organise to represent their estate by;
* raising tenants' interest through public meetings or leaflets;
* attending meetings to give advice on forming groups or
associations;
* assisting those who wish to form associations to hold
representative elections and to become formally recognised;
* training elected tenants' association members to run committee
meetings;
* helping tenants' groups and associations to contact other
agencies who can add support, for example District Councils;
* supporting tenants' associations to find premises to carry out
their business;
* encouraging tenants' associations to develop further through
training, advice and support.
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How to become more involved
We will provide opportunities for well established tenant and
community associations to become responsible for the delivery of
housing services in their estates.
We are in touch with over 200 tenant associations in Northern
Ireland and welcome proposals from them to take on responsibility
for delivering housing services in their estates.
To qualify the association must be;
* well established and representative;
* willing to provide services for the benefit of the tenants or
the community they represent on a non-profit making basis;
* willing to follow proper accounting and control arrangements
laid down by us.
We will gladly assist tenant and community associations to draw up
their housing service proposals.
Some tenant groups may be interested in forming a Housing
Association. We can come to an arrangement, providing tenants
support the proposal, to transfer our properties to a Housing
Association. The Housing Association would become responsible for
the housing services and its board of management would have tenant
representatives. We can advise you how Housing Associations work.
An independent organisation, the Tenants Action Project, has been
set up to assist in forming and developing local groups.
It can be contacted at: The Waveney Community Centre
Doury Road
Ballymena BT43 7BH
Telephone: Ballymena 45676
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Giving you good value
We try to get the best value in price and quality we can for you as
a tenant and for the taxpayer. Most of our work is tendered so that
we get the best price. We have already made savings, for example in
the cleaning of our buildings, by using outside firms. We will
continue to take every opportunity to pursue value for money from
wherever it is available either by providing the service ourselves
or through voluntary groups or private firms.
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What to do if things go wrong
If things go wrong and you do not get good service you can make a
complaint. Our complaints procedure is simple to follow. Your
complaint will be thoroughly investigated and if justified we will
put matters right.
To make a complaint, you should provide written details to your
District Manager. The Manager will examine your case and reply to
you within 2 weeks.
If you are still not satisfied you should write to the Regional
Director - his or her name and address will be given in the District
Manager's reply to you. The Regional Director will reply to you
within 2 weeks.
If you are still dissatisfied you should write to the Chief
Executive - the Regional Director will give you his name and
address. A reply to your complaint will be sent to you within 2
weeks.
You can also complain to the Commissioner for Complaints. The
Commissioner does, however, expect you to have used our complaints
procedure before referring a complaint to her office.
The Commissioner is totally independent of the Executive and can be
contacted at:-
Progressive House
33 Wellington Place
Belfast
BT1 6HN
Telephone Belfast 233821
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Last Updated 12 May 1995