Help Centre

We've pulled together some useful information to help answer any questions that you may have. Take a look below.

[{"title":"Can I rent a garage from Magna?","index":"Can I rent a garage from Magna? garages Yes, garages are available to rent by anyone in the community, whether you live in a Magna home or not.Find out more here","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/can-i-rent-a-garage-from-magna"},{"title":"Can you tell me where I am on the waiting list for a garage?","index":"Can you tell me where I am on the waiting list for a garage? garages Dorset: Once a garage becomes available to let, the system will match this to the applicant at the top of the waiting list for this area. Due to the nature of the system we are unable to inform you of your place on the waiting list.Somerset: You should check the Homefinder Somerset website for garages available to let and place a bid of interest. There is no waiting list facility. If your bid is successful you will be contacted and offered the garage by a member of the lettings team. You should check the site regularly for new adverts and have an active garage application on Homefinder Somerset.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/can-you-tell-me-where-i-am-on-the-waiting-list-for-a-garage"},{"title":"What's the best way to manage my heating settings?","index":"What's the best way to manage my heating settings? repairs The timerThe heating timer or programmer lets you control what times your heating and hot water comes on. You can use this to set the heating to come on just before you wake up or just before you get home from work, it allows you to have the heating on at the time that best suits your household.The ThermostatThe thermostat lets you set the heating to the temperature that you\u2019d like, if you\u2019d like the radiators to be set at different levels throughout your home you can adjust the thermostatic radiator valve which can be found on each radiator. This will allow you more control over the temperature in each room.If you do not want to user the timer then your heating can be controlled by adjusting the main thermostat.It is not good to completely turn a radiator off in a room for a long periods of time as this can lead to damp and mould issues. Find out more about damp and mould here.For more info on the types of night storage heaters in our homes, click here. ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/whats-the-best-way-to-manage-my-heating-settings"},{"title":"What are your appointment slots for repairs?","index":"What are your appointment slots for repairs? repairs We have four appointment slots for our repair works, these appointments are;8am \u2013 12.30pm9.30am \u2013 2.30pm,12pm \u2013 5pm8am \u2013 5pm.Report a repair","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/what-are-your-appointment-slots-for-repairs"},{"title":"I've got a broken window. What do I do?","index":"I've got a broken window. What do I do? repairs Broken glass or windows is your responsibility to fix or replace unless you can provide a crime reference number.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/ive-got-a-broken-window-what-do-i-do"},{"title":"My fence needs repairing. What do I do?","index":"My fence needs repairing. What do I do? repairs When we have strong winds and constant rain making the ground wet, these are perfect conditions for fences to be blown over. If this happens, we would advise the following:\n\n\n\nIf the fence has blown over onto a public right of way, contact us ASAP we will attend to this as a matter of emergencyIf your fence has blown over in your garden, stay away from the affected area until we are able to attendOnce we attend we will make the fence safe. This might mean that we will remove the damaged fence and you may be left with a gap where this once was. Where possible we will mark the boundary with a temporary orange mesh.If you have pets that need access to the garden, put them on the lead so they can't escape.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/my-fence-needs-repairing-what-do-i-do"},{"title":"My gas \/ electric meter isn't working, who can fix it?","index":"My gas \/ electric meter isn't working, who can fix it? repairs clarkson If you're having problems with your energy supply meter you need to call your supplier.Gas0870 608 1524Electricity0845 601 2989","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/my-gas-electric-meter-isnt-working-who-can-fix-it"},{"title":"My gas or electric meter box is broken. What do I do?","index":"My gas or electric meter box is broken. What do I do? repairs If your gas or electric meter box is broken, please contact us to arrange for it to be replaced.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/my-gas-or-electric-meter-box-is-broken-what-do-i-do"},{"title":"Who do I claim compensastion from, for wasted water following a leak?","index":"Who do I claim compensastion from, for wasted water following a leak? repairs If you've had a leak from the toilet cistern or a tap, and your bill is higher than normal, you may be able to apply for a leak allowance from your supplier. To apply for this please contact your supplier.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/who-do-i-claim-compensastion-from-for-wasted-water-following-a-leak"},{"title":"What do I do if my home floods?","index":"What do I do if my home floods? repairs If you have been hit with a severe flood, please call us on 0800 358 6025 straight away.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/what-do-i-do-if-my-home-floods"},{"title":"What do I do if there is a power cut?","index":"What do I do if there is a power cut? repairs When you have a power cut the first thing to do is to check if the power cut is just in your home, or if it affects your neighbours too.To check if this affects just you or others in your area, you can check the following:- If you live in a flat, you can check if the communal area lights work.- If you live in a house, you could check if the street lights are working or check with your neighbours to see if they have power.- If you experience a power cut that affects you and your neighbours, please check with your supplier for any faults in the area and how long you might be with power.If the power cut is just in your home, please check the following:- If you are on a prepayment meter for your supply, check your meter to see if you have run out of credit. If you have run out, you should be able to add emergency credit to your meter, until you are able to go to the shop to top this up.- If you are not on a prepayment meter, check to see if any of your trip switches have gone.- Check with your supplier if there are any issues in your local area.If you have checked all of the above and you still don\u2019t have power, please contact us and we will arrange for an electrician to come out to you within 24 hours.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/what-do-i-do-if-there-is-a-power-cut"},{"title":"I have no instructions for my heating system, do you have copies?","index":"I have no instructions for my heating system, do you have copies? repairs All customers are given a copy of the instructions for their heating when they first move in. If you don\u2019t have a copy, the easiest way to get one is to put the heating system make and model into an internet search engine to find the instructions.If you can't find them online don\u2019t worry, contact us and we'll help.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/i-have-no-instructions-for-my-heating-system-do-you-have-copies"},{"title":"My furniture \/ property has been damaged, who will replace it?","index":"My furniture \/ property has been damaged, who will replace it? repairs As the property belongs to Magna, we have building insurance to cover the structure. However, the contents inside the property are not covered by this. To protect your belongings you need to have contents insurance.\nIf your belongings are damaged due to an incident caused by a wear and tear fault, you need to claim through your contents insurance.\nIf your belongings are damaged due to negligence on Magna\u2019s part then we will cover the cost of the belongings, following an enquiry.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/my-furniture-property-has-been-damaged-who-will-replace-it"},{"title":"My roof has been damaged in the bad weather. What do I do?","index":"My roof has been damaged in the bad weather. What do I do? repairs If you start to see water coming through your roof, please notify us ASAP. A major roof leak would be an emergency however minor roof leaks would be an urgent repair. Before we're able to attend there are a few things which you can do to help:Put a bucket or container under the leak to catch the water. This will reduce damage to your home and your contentsIf you are able, move any furniture or contents away from where the leak is.Have a look outside at the roof to see what has caused the issue. Is there anything that looks out of place? This will help us diagnose the issue when you report it.If your roof tile contains asbestos then please do not disturb the tile, we will safely remove these for you.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/my-roof-has-been-damaged-in-the-bad-weather-what-do-i-do"},{"title":"I don't know my energy supplier, how do I find out?","index":"I don't know my energy supplier, how do I find out? repairs If you aren't sure who your energy supplier is, contact:\nGas\n0870 608 1524\nElectricity\n0845 601 2989","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/i-dont-know-my-energy-supplier-how-do-i-find-out"},{"title":"My gas \/ oil heating isn't working","index":"My gas \/ oil heating isn't working repairs If your heating\u2019s not working, there are some things you can try to get it up and running before you contact us. We\u2019ve included some hereCheck your gas or oil and electricity supplyIf you have a pre-payment meter check that there is credit on the meter.Check the trip switches on the fuse box, are any of them down, reset the trip switch.You can check if you have oil by looking at the gauge which is usually located either on your oil tank or in your home.Check the boiler pressureBoiler pressure should usually be between 1 to 1.5 bars. If it is below this you can use the filling loop valve to adjust as needed. This should only be turned very slightly to allow a small amount of water in.The TimerIf you use the boiler timer. Is it set to the correct time? It\u2019s easy to accidentally knock this so check that the times are set to the times you\u2019d like.The thermostatCheck that the thermostat is set high enough, most people have this set at around 21C. You can try turning this higher to see if the boiler then comes on.If the digital display on the thermostat isn\u2019t working then the batteries will need changing, you\u2019ll need to change the batteries.Temperature controlAre the temperature controls on the boiler set high enough? There are 2 controls on the front of your boiler one for heating and one for hot water. Turn the heating temperature up fully to see if this makes the heating come on.Try resetting the boilerThe boilers reset button should be on the front panel of the boiler. Simply press the reset button. If you can\u2019t find this but the boiler has an electrical plug socket try switching this on and off.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/my-gas-oil-heating-isnt-working"},{"title":"My electric keeps tripping. What do I do?","index":"My electric keeps tripping. What do I do? repairs It's likely that an appliance is tripping the electrics. Carry out a trip test to find out:Switch off and unplug all appliances from every socket including removing light bulbs in affected areas.Put the trip switch back on.Plug in appliances\/light bulbs one by one \u2013 check the trip switch after every appliance you plug in to make sure it hasn\u2019t tripped again.If the trip switch trips when an appliance is plugged in, this indicates the appliance is faulty (turn the trip switch back on and try it in another socket \u2013 if it trips again it is the appliance)If this does not trip, it indicates a faulty socket\/light fitting.If no faults are identified through this test and your electricity still trips, please contact us","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/my-electric-keeps-tripping-what-do-i-do"},{"title":"My electric storage heating isn't working?","index":"My electric storage heating isn't working? repairs Electric storage heatingElectric storage heaters will normally heat up at night when the electricity is cheaper. They then release heat throughout the day.Each storage heater works on its own so you can set each heater to a different temperature.If your heating\u2019s not working, there are some things you can try to get it up and running before you contact us. We\u2019ve included some here:Check all the night storage heatersIs it just one heater not working or all of them?Check the fuse boxCheck the fuse box to see if any of the switches are down. If they are then you will need to reset them.Isolator switch next to heaterEach heater will have its own isolating switch, usually on the wall next to the heater, check that this is on.Check the thermostatIf your heating has a digital display check the thermostat this should usually be set at about 21 degrees, you can try turning it up higher to see if this makes the heating come on.Check the heating programmerIs the programmer switched in and set to the right time.We have information on the different types of night storage heaters here. ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/my-electric-storage-heating-isnt-working"},{"title":"What repairs am I responsible for?","index":"What repairs am I responsible for? repairs There are certain repairs and replacements that you are responsible. This is not a full list, but it gives some examples:General- Keeping your home clean- Gardening- Treating minor mould growth- Pests inside your home and in your garden- Mislaid, lost or stolen keys and arranging access to your home- Replacement locks or additional locks and keys- Oiling of locks and hinges- Internal decorations, minor cracks in plaster- Battery-powered doorbells and smoke detectors- Curtain battens, coat hooks and rails#- Broken or damaged glazing (if there is no crime number)- Repairing or replacing toilet roll holdersPlumbing- Blocked sinks, basins and toilets- Sink\/bath chains and plugs- Toilet seats- Relighting boiler if you ran out of gas or oilElectrical- Electrical faults arising from the use of faulty appliances- Plugs, fuses, light bulbs, fluorescent tubes and starters (except for those in communal areas)- Any appliance, structure or installation which was not supplied by MagnaFind out more about repairs ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/what-repairs-am-i-responsible-for"},{"title":"How do I dispose of unwanted items?","index":"How do I dispose of unwanted items? maintenance It's your responsibility to remove your waste. If you have bulky items you can contact your local council, as many offer a removal service for a charge.If you require more information from the local council's visit:- Dorset properties - Somerset properties - Devon properties","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/how-do-i-dispose-of-unwanted-items"},{"title":"When will my kitchen and \/ or bathroom be replaced?","index":"When will my kitchen and \/ or bathroom be replaced? maintenance If you think your kitchen and\/or bathroom needs renewing please contact us. We'll be able to tell you if you are already on the planned programme or we can arrange an inspection of the kitchen and\/or bathroom.You can find out more about our kitchen and bathroom replacement program here","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/when-will-my-kitchen-and-or-bathroom-be-replaced"},{"title":"When am I due new doors or windows?","index":"When am I due new doors or windows? maintenance If you think your doors and\/or windows need renewing please call contact us. We'll be able to tell you if you are already on the planned programme or we can arrange an inspection on your doors and\/or windows.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/when-am-i-due-new-doors-or-windows"},{"title":"I'm unable to change my lightbulb. Can you help?","index":"I'm unable to change my lightbulb. Can you help? maintenance If you're in a general needs home and you're unable to change a lightbulb and a battery in the smoke detector, you may be able to get help from your local council as many have a handy person service. These services are at a subsidised rate, but you will be charged for the service. If you live in Somerset, we also operate a handy person service, which you can find out more about here.If you are in a sheltered home and you're unable to change a lightbulb and a battery in the smoke detector, please contact us. We can then get a caretaker to you as soon as possible.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/im-unable-to-change-my-lightbulb-can-you-help"},{"title":"Where is my stop tap?","index":"Where is my stop tap? maintenance The most common places for your internal stop tap to be located is either under the kitchen sink or in the airing cupboard. However, if you live in a flat you may not have an internal stop tap as it could be a shared stop tap with the block. If this is the case the stop tap will be external and can be located by calling your supplier.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/where-is-my-stop-tap"},{"title":"My garden is overgrown, can you cut it for me?","index":"My garden is overgrown, can you cut it for me? maintenance We have a chargeable, but subsidised, gardener\/handyperson service which you can find out more about here. ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/my-garden-is-overgrown-can-you-cut-it-for-me"},{"title":"Who is responsible for tree works and maintenance?","index":"Who is responsible for tree works and maintenance? maintenance If the tree is within the communal areas, we are responsible for all works and maintenance required.If the tree is within your garden boundary, you are responsible for all works and maintenance required. If you are unable to contact a contractor we can arrange for the works to be done through our tree surgeon and the cost of the works will be recharged to you.If works to a tree are required and there is an imminent risk we will arrange for the works to be carried out and the cost of the works will be recharged to you.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/who-is-responsible-for-tree-works-and-maintenance"},{"title":"I've got a blocked drain \/ toilet \/ sink. What do I do?","index":"I've got a blocked drain \/ toilet \/ sink. What do I do? maintenance You should try to clear the blockage yourself. If you are unable to, please contact us. If we attend and find the blockage was caused by you, for example tipping fat down the sink or flushing wipes down the toilet, we may charge you for the work carried out.Please be aware that flushable wipes are not flushable, even if they say so. These wipes don\u2019t disintegrate like toilet paper and will eventually block the drains. Please avoid using them.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/ive-got-a-blocked-drain-toilet-sink-what-do-i-do"},{"title":"How do I prevent my home from flooding?","index":"How do I prevent my home from flooding? maintenance High rainfall, especially over a short period of time, can cause flooding. Here are a few simple checks which you can do to prevent flooding in your home, especially if you live in an area that is susceptible to flooding:- Check your gutters. If you have a blocked gutter or downpipe, report it to us so we can arrange come out and clear the issue.- Check your drains and gullies to see if they are blocked or covered with leaves or dirt. If you live near trees or have lots of vegetation in your garden, keep on checking your drain covers and clear leaves and dirt that may get there.- If you notice that the road drain is blocked or starting to get blocked, report this to the local council. This is their responsibility to clear and the earlier this is picked up the less likely it is that flooding will happen.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/how-do-i-prevent-my-home-from-flooding"},{"title":"What do I do if I suspect asbestos?","index":"What do I do if I suspect asbestos? maintenance If you think you have asbestos in your property you must contact us and let us know and you must not disturb the area.Find out more about asbestos ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/what-do-i-do-if-i-suspect-asbestos"},{"title":"Who is responsible for pests?","index":"Who is responsible for pests? maintenance If you see pests within Magna communal areas please contact us and we will arrange treatment.If you see pests within your home, it is your responsibility to arrange and pay for the treatment. The exception to this is when the pests are in the cavity and structure, in these cases Magna will set the treatment.When treatment has been carried out Magna can then attend to fill any holes, if necessary.Pest treatment services in DorsetTel: 01305 251010Pest treatment services in DevonPest treatment services in Somerset- West Somerset - Taunton Deane - South Somerset - Sedgemoor ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/who-is-responsible-for-pests"},{"title":"Where can I get help with paying my heating bill?","index":"Where can I get help with paying my heating bill? money matters With the rising costs of heating our homes, you may find that you need a bit of help this year. Whether you pay your heating bill monthly, or have a pay as you go meter, you may be able to get help with the cost of heating your home.For information on where to find free and independent advice, we have included some useful links:Citizens Advice Winter fuel payment - Gov.uk Age Uk - winter fuel payment Or, if you\u2019d prefer you can talk to one of our money matters team.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/where-can-i-get-help-with-paying-my-heating-bill"},{"title":"I've not paid my rent online but it's not showing on my statement?","index":"I've not paid my rent online but it's not showing on my statement? money matters Payments made through our website will take 24 working hours to show on your statement.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/ive-not-paid-my-rent-online-but-its-not-showing-on-my-statement"},{"title":"I'm struggling with my finances - where can I get help?","index":"I'm struggling with my finances - where can I get help? money matters Our money matters advisors can give you information, advice and help with claiming benefits, reducing household costs, opening bank accounts and help you to find debt advice if needed. Complete the form on the page below to get help.Money matters service ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/im-struggling-with-my-finances-where-can-i-get-help"},{"title":"When are the rent free weeks?","index":"When are the rent free weeks? money matters Some of our tenants have four non-rent collection weeks each year. You will be told whether or not you have non-rent collection weeks when you sign up for your new home.If you pay by direct debit, or standing order, your rent is normally divided into 12 equal payments so the rent collection free weeks have already been taken into consideration.Non-rent collection weeks are always the last week in March, the first week in April, and the last two weeks in December.For 2022, these are as follows:- 28 March- 4 April- 19 December- 26 December","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/when-are-the-rent-free-weeks"},{"title":"What do I do if there's a fire in my block of flats?","index":"What do I do if there's a fire in my block of flats? emergencies What to do in an emergency (flats)If there is a fire is in your block of flats there are two different actions you might take: stay where you are or evacuate the block with other residents.If you evacuate (get out) please shut doors behind you if possible (to stop the spread of fire) and then call the fire service once you are out of the building.There are notices in each block to tell you what we advise you to do for the building you live in. Please call the homeownership team IMMEDIATELY on 01305 216153 if you are not sure what to do if there is a fire where you live.Find out more about fire safety ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/what-do-i-do-if-theres-a-fire-in-my-block-of-flats"},{"title":"How can I prevent flooding?","index":"How can I prevent flooding? emergencies High rainfall, especially over a short period of time, can cause flooding. We can never predict what weather we are going to have, however, you can help reduce the impact the weather has on your home. Here are a few simple checks which you can do to prevent flooding in your home, especially if you live in an area that is susceptible to flooding:Check your guttersIf you have a blocked gutter or downpipe please contact us and we can arrange for an operative to come out and clear the issue.Check your drains and gulliesCheck if they are blocked or covered with leaves or dirt. If you live near trees or have lots of vegetation in your garden, please keep on checking your drain covers and clear leaves and dirt that may get there.Check the road drains or gulliesIf you notice that the road drain is blocked or starting to get blocked, please report this to the local council. This is their responsibility to clear and the earlier this is picked up the less likely it is that flooding will happen.Dorset SomersetDevon ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/how-can-i-prevent-flooding"},{"title":"What do I do if I smell gas?","index":"What do I do if I smell gas? emergencies If you can smell gas or suspect emissions of carbon monoxide you need to contact National Grid Distribution on 0800 111 999.Once the engineer has attended and found the fault, please contact us and we will send an engineer to fix the problem.","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/what-do-i-do-if-i-smell-gas"},{"title":"What are the types of tenancies available?","index":"What are the types of tenancies available? housing support We use a variety of occupation agreements when letting our homes, the main ones being starter tenancies, assured and assured shorthold periodic tenancies. Find out more here ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/what-are-the-types-of-tenancies-available"},{"title":"How do I get onto the housing register?","index":"How do I get onto the housing register? housing support If you are looking for housing or wish to move, you should contact the local authority in the area that you wish to live to see if you are eligible to join their housing register. Find out more here","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/how-do-i-get-onto-the-housing-register"},{"title":"How do I update my tenancy info?","index":"How do I update my tenancy info? housing support Changing your tenancyTo understand how you can change your tenancy, for reasons such as:- Creation of joint tenancies- Creating a sole tenancy from a joint tenancy- Assignment of a sole tenancy to another sole tenant- Death of tenantYou can find more information at the link below.Changing your tenancyFinding a smaller homeHave your children flown the nest?Are you struggling to keep up with cleaning and gardening in a home that is too big for you?Is it costing you a lot of money to live in a property that is larger than you need?Would you benefit from sheltered housing, which usually includes the added benefit of varied social activities?Or do you simply fancy a move to somewhere nearer the shops and a bit smaller?If so, we might be able to help.Finding a smaller home ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/how-do-i-update-my-tenancy-info"},{"title":"How do I end my tenancy?","index":"How do I end my tenancy? housing support You can let us know you're moving out on our Portal ","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/how-do-i-end-my-tenancy"},{"title":"How do I report anti-social behaviour (ASB?)","index":"How do I report anti-social behaviour (ASB?) housing support Reporting anti-social behaviourWe want to make sure that you all feel safe and secure in your homes, and we know that anti-social behaviour (ASB) can be upsetting and concerning for many people. It might include incidents such as, persistent noise nuisance, threats of violence or aggressive and abusive behaviour, intimidation, criminal activity and vandalism. To know more about what is classed as anti-social behaviour, see our list of examples here To report anti-social behaviour, fill out this form:Report antisocial behaviour (ASB)","url":"https:\/\/www.magna.org.uk\/help-centre\/articles\/how-do-ui-report-anti-social-behaviour-asb"}]
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