Tenant Handbook

Your tenant handbook contains useful information regarding your tenancy and home. Click on a section below for details.

Rent

Your rent mainly covers the use and occupation of your home, and some of the communal areas around your home. However, there are lots of services we offer which are also funded by your rent which may benefit you directly or indirectly.

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Repairs

We want to keep your home great. Let us know if your home needs some attention.

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Anti-social behaviour

We are committed to fair treatment for all, and believe that everyone must be given an equal chance to live, work and learn free from discrimination, prejudice and harassment.

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Get involved

We want to give all our customers the opportunity to influence how our services are delivered, so we offer different ways for you to engage with us. If you want to make a positive difference, get involved!

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Complaints

We want to give you the best service that we can and to ensure everyone is treated fairly and efficiently. We have a customer service standard which says what you can expect from us.

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Equality, diversity and inclusion

This policy outlines our commitment to equality, diversity and inclusion at Magna. This policy applies to our colleagues, customers and anyone else with whom we interact.

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Pets

Lots of people like to have pets, but it’s important that pet owners are responsible for them.

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Your Safety

The safety of you and your home is really important to us.

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Damp, condensation and mould

Learn what causes damp and mould to appear in your home and how you can prevent it.

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Payments from us

There are a number of circumstances where we make payments to customers. There are two types of payment: loss and damage payments and compensation payments. Loss and damage payments cover the cost of putting something right. Compensation payments are paid in specific circumstances as set out in tenancy agreements or cover things such as inconvenience. If agreed, loss and damage payments will be paid, even if you owe us money. However, if you owe money to Magna, any compensation payments agreed will be used to clear or help clear your debt.

Parking, garages, abandoned vehicles and vehicle repairs

Most homes have parking available, whether it is on a drive, communal areas, designated spaces, or on the highway.

In and around your home

This is a guide to some of the issues that can cause problems for you, other tenants and residents in and around your home.

Mutual exchanges and other ways of moving home

This is a guide to mutual exchanges and other ways in which you can move home.