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Tenant Handbook

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

Formal complaints

Formal complaints

We want to give you the best service that we can and to ensure everyone is treated fairly and efficiently. Sometimes, however, we make mistakes and this leaflet tells you what to do when you are unhappy with something we have, or have not done.

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Equality and diversity

Equality and diversity

Equality means that everyone is treated fairly and has equal access to services. Diversity means respecting everyone as an individual, irrespective of any group they may belong to because of their race, religion, disability or for any other reason.

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Resident involvement

Resident involvement

There are many ways to be involved and help shape the services we provide. We will give information, encourage involvement and consult with you. We will do this in a variety of ways.

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Payments from us

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.

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Anti-social behaviour, neighbour nuisance and harassment

Anti-social behaviour, neighbour nuisance and harassment

We take seriously any complaints about anti-social behaviour, neighbour nuisance or harassment. This is a guide to explain what is meant by these terms and to tell you what we can do when you report a problem.

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Parking, garages, abandoned vehicles and vehicle repairs

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.

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Promoting responsible pet ownership

Promoting responsible pet ownership

Our Pet and Animal Policy states that “no pet or animal may be kept without first obtaining our written permission. We will not unreasonably withhold permission to keep a pet or animal and will give a reason for our decision not to allow permission. Our permission may include a limit on the number of pets which may be kept.”

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Condensation and mould

Condensation and mould

There is always some moisture in the air, even if you can’t see it. If air gets cold, it can’t hold all the moisture produced by everyday activities. When moist air hits a cold surface, such as a wall, window, or a mirror, it turns into droplets of water which can form condensation and mould. This tends to be worse during the cold winter months...

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Asbestos

Asbestos

Asbestos is the name given to a group of fibrous minerals found naturally in many parts of the world. In the past asbestos was added to a variety of building materials to strengthen them and to provide fire proofing, insulation and noise reduction. Its use was not finally banned in the United Kingdom until 1999, so if your home was built before this, it may contain some materials that are made from asbestos.

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In and around your home

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.

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Rent and service charges

Rent and service charges

Rent is due every Monday and is payable one week in advance. It is very important to pay your rent every week to avoid getting into arrears. If you receive your income monthly, and wish to pay monthly, this is also due in advance.

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Which benefit can help you pay your rent?

Which benefit can help you pay your rent?

This section explains briefly what benefit options are open to you, to help pay your rent, and how you can claim them.

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Help and advice about rent arrears

Help and advice about rent arrears

We understand why many households end up in rent arrears. Our procedures are geared towards providing advice and making sure that action is taken to prevent arrears occurring, or increasing.

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Mutual exchanges and other ways of moving 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.

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Reporting repairs

Reporting repairs

Information about reporting repairs to us.

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