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Tenant Handbook

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

Rent

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

Repairs

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

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Money & Benefits

Money & Benefits

We understand that, occasionally, households fall behind with rent payments and other essential bills and we are here to help.

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Anti-social behaviour

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

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

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 and diversity

Equality and diversity

Treating people fairly, with dignity and respect and operating with professionalism, integrity and openness.

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Pets

Pets

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

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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 products to strengthen them and to provide fire proofing and noise reduction.

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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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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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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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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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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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