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Tenant Handbook

Magna Housing Ltd (Magna) was formed on 1 April 2017 following an amalgamation of Magna Housing Group Ltd, Magna Housing Association Ltd and Magna West Somerset Housing Association Ltd.

Magna is a Registered Provider, more commonly known as a housing association, and a Community Benefit Society. It has charitable status.

Magna is governed by a Board of a minimum of 9 and a maximum of 10 paid members who meet monthly. Some Board members also sit on committees, of which we have 5 – Audit, Complaints, Finance, Joint Audit and Finance, and Membership and Remuneration.

We have 24 shareholders who each hold a share with a nominal value of £1. They do not receive any dividends from their share. The shareholders elect new Board members and agree decisions that affect company structure, such as the amalgamation on 1 April 2017. All of the Board members are shareholders.

Magna has over 8,500 properties in 7 local authority areas – West Dorset, Weymouth & Portland, North Dorset, South Somerset, West Somerset, Taunton Deane and Sedgemoor. We have homes for rent for families, single people, elderly people and people with support needs. In addition, we have a small number of shared ownership and leasehold homes.

We have committed to build at least 600 new properties between 2016 and 2021.

History

The history of Magna dates back to 1989 when it was known as West Dorset Housing Association. In 1993 it received the transfer of housing stock from West Dorset District Council. The name change to Magna took place in 1995 and a group structure was established between 1998-2000 to accommodate the acquisition of the housing stock of West Somerset District Council in 1998.

Charter (S.W.) Limited

Charter is a subsidiary company of Magna Housing. Charter, a private limited company created in 2006, is a 50% partner in three companies which were formed to develop and sell market housing and to return any profits to Magna. These projects are now complete.

Our purpose and objectives

Our purpose at Magna is to help people meet their housing needs. To achieve our purpose, we have 5 strategic objectives:

  • To provide high quality housing and services

  • To have good leadership and governance

  • To develop, motivate and reward staff to achieve, innovate and take responsibility

  • To achieve value for money in the use of our resources

  • To achieve the best mix of risk, prudence, flexibility and cost effectiveness in our finances.

Your tenancy or licence agreement

Your tenancy or licence agreement

This is a guide to understanding your tenancy and what your main rights are. It does not cover all the conditions and obligations within your occupation agreement. It is a summary only; you must refer to your agreement for full details. This summary does not override any conditions or obligations within your agreement.

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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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Access and customer care

Access and customer care

Our purpose at Magna is to help people meet their housing needs. We are committed to taking customers seriously. This involves providing and delivering a high standard of service and customer care in all areas of our work.

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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

A guide on how to report a repair.

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