aksa handbook

Tenants Handbook

CONTENTS

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Eight

Seven

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Five

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1. Welcome 1

2. Getting in Touch 3

3. Living in Your Home 7

4. Repairs & Maintenance 11

5. Paying your rent 21

6. Your Neighbourhood,your Community 25

7. Have your say! 33

8. Have some fun! 39

9. Moving home 43

10. Useful numbers 49

Welcome to your new homeWelcome to Aksa and to your new home. We hope that you will be veryhappy in your new home and make new friends in your neighbourhood.Here is some information about Aksa Homes.

Aksa Homes registered with the Housing Corporation in1990. Originally known as Oldham Muslim Associate, thename changed to Aksa Homes following the merger withBury-based Dar-ul Aman Housing association in 1995. In2005 Aksa joined as a subsidiary member of the NewCharter Housing Trust Group. This alliance has strengthened Aksa’sdevelopment programme with more resources, increasing Aksa’s abilityto work over a wider geographic range.

Entering a group structure with New Charter has brought many benefitsfor tenants, things like better pricing for maintenance work and greatervalue for money for services like the in-house legal team.

Aksa Homes is a charitable industrial and provident Society (not forprofit), set up to improve access to rented housing, initially to the Asiancommunities in Oldham. However Aksa Homes has developed beyondthe expectations of these who started the association and now ownsmore than 700 homes in Oldham, Manchester, Tameside and Bury. AksaHomes is very proud of the diverse communities it has helped to create,we take pride in the fact that we have the experience and expertise todeal with customers from a wide variety of ethnic background, in respectof both cultural and language skills.

Aksa Homes now has a turnover of over £4 million a year and assetsworth over £40 million pounds. Aksa Homes has established itself as avery significant provider of large family homes and is a leading BMEorganisation in the North West of England.

In the past Aksa Homes used other housing associations as developmentpartners to help it expand the stock, but more recently has been able todo this successfully in-house. It is one of only two BME developingassociations in the region.

Despite difficult times Aksa Homes looks to the future with a great dealof optimism and intends to widen its areas of operation to working withcommunities; to enhance life styles, to empower individuals and

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neighbourhoods, to improve health and well being, to improve thechances of tenants and residents returning to studying, training or work,to build confidence and self belief within individuals.

If you need any help or advice about how to manage your tenancysuccessfully do not hesitate to contact the office and speak to one of thestaff who will be happy to help you.

Aksa Homes has a whole range of activities to offer our tenants and if youwould like to know more, again don’t hesitate to contact the office. Thereis a section in this book about all the different activities that Aksa Homes can offer.

There are plenty of opportunities for tenants to be involved and to helpimprove and develop the services that Aksa Homes offers, if you wouldlike to be involved do let us know. We all need a safe and secure home tolive in. Without this basic provision it is difficult to thrive and to be happy.But a successful home and a successful neighbourhood is not somethingthat Aksa Homes can provide alone, tenants have a very strong part toplay in achieving this. It’s your home, it’s your neighbourhood and AksaHomes wants you to be proud and happy to live in your home andneighbourhood.

This booklet gives you information about your obligations as a tenant &the associations obligations as your landlord. It also provides you withadditional information that hopefully you will find useful and helpful tomanage your home and neighbourhood successfully. However thebooklet does not cover everything and if you have any queries at all,please don't hesitate to contact the Association.

Enjoy living in your new home!

• Great Homes • Great Neighbourhoods • Great People

G R E ATG enuineR espectE xcellenceA chievementT ogether

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Getting in touch Aksa HomesAksa House2 Medtia SquarePhoenix StreetOldham OL1 1AN

Telephone: 0161 620 2992Fax: 0161 652 2461Email: [email protected] address: www.aksahousing.co.ukFacebook: www.facebook.com/aksahomesLooking Local: www.lookinglocal.gov.uk/aksa

Office Opening Hours

Monday to Wednesday 9.00 am - 5.00 pmThursday 10.00 am - 4.30 pmFriday 9.00 am - 4.00 pm

The office is closed on all bank holidays and closes for the Christmasperiod from 12 noon on Christmas eve and reopens on the firstworking day following New Year’s day.

Out of hours: 0800 027 0828Normal office number: 0161 620 2992 leave a message, this will beattended to when the office next re-opens

Emergency Repairs

Aksa is part of the New Charter Housing Trust Group

New Charter Housing Trust Group LtdCavendish 249Cavendish Street Ashton under Lyne OL6 7AT

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Telephone: 0161 331 2000Fax: 0161 331 2001Email: [email protected] address: www.newcharter.co.uk

To report a repair you can ring the main Aksa Homes number:0161 620 2992 or New Charter free phone number 0800 027 0828

To report an incident of anti social behaviour you can ring the mainAksa Homes number: 0161 620 2992 or New Charter free phonenumber 0800 027 0828

Aksa Homes will provide a translation service where it has the skillsto do this. Aksa Homes can provide information in differentlanguages and in Braille. Aksa Homes can provide assistance fortenants who are hard of hearing by way of “signers”.

Staying in Touch

As you will know from when you accepted your tenancy we ask youto give us information about yourself;

Your ethnicityYour first languageDo you have a disability?Your phone number including any mobile numbersYour email address

All of this information is completely confidential. We use thisinformation to help us know the best way to contact you.We will undertake to update this information from time to time andyour cooperation is greatly appreciated.

If you are going on holiday for more than 14 days please ensure youinform the Association of this and a contact person/number in caseof emergencies.

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The Association operates local surgeries for tenants in:-

Ashton under LyneSt Peters Children’s centre (Sure Start Centre)Trafalgar SquareAshton under Lyne OL7 0LL

Monday afternoons 1.00 to 2.30 every fortnight

ManchesterAbraham Moss CentreCrescent RoadCrumpsallManchester M8 5UF

Last Thursday morning 10.00 to 11.30 every month

BuryJinnah CentreAlfred StreetBury BL9 7HE

Last Thursday morning 9.30 to 11.00 every month

The dates of these surgeries are available from the office. You canring and make an appointment or simply just turn up.

The Association carries out estate inspections throughout the yearand you are invited to join the Association’s staff when they do this inyour area. You can ring the office on 0161 620 2992 to find outwhen this is happening in your area or the Association will contactyou nearer the time to advise. Or you can visit Aksa’s website,Facebook page or Looking Local for this information.

Making a Complaint

The Association hopes you never need to make a complaint, but ifyou do the Association does have a formal complaints procedure foryou to follow.

The full procedure is available upon request however;

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The main aim of this policy is:

• To learn from complaints that are made• To ensure that each complaint is thoroughly and objectively investigated

• To make sure we put it right• To make sure we say we are sorry when we are wrong• To make sure that we do not get it wrong again

Some examples of when to use the procedure may be:

• The Association failed to deliver the service adequately• The Association did not act within its own policies andprocedures

• Staff were not courteous or were unhelpful• Staff gave the wrong advice

Before commencing the formal procedure every effort will bemade by the Assocition’s staff to resolve problems. This couldbe any member of staff who will do their best to resolve theissues by; chasing a repair, fully explaining the Association’sTransfer Policy, explaining tenancy conditions, etc. If you are nothappy with the outcome, please write to the Housing Managerwho will investigate your complaint further.

Stage 1 Matter taken up with Housing Manager

Stage 2 Complaints to the Director of Aksa Homes or New Charter investigation team.

Stage 3 Final appeal to the New Charter Complaints Review Board

Stage 4 Independent Housing Ombudsman

Aksa Homes records and monitors how many complaints itreceives. Aksa uses the information from complaints to developand improve services in the future.

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Living in your home

1. Your tenancy agreement

You must occupy your property as your main or principal homeThe Tenancy Agreement is signed by you and Aksa Homes and is alegal document. It sets out the terms and conditions of your tenancyand the rights and responsibilities of you and Aksa Homes. It is veryimportant that you keep this document in a safe place.

Your Tenancy Agreement tells you;

• The full name and address of your landlord• The type of tenancy you have and the date it starts• How much rent and any other charges you must pay• Your rights and responsibilities

Please refer to you own copy of your Tenancy Agreement for furtherdetails. If there is anything you don’t understand then please contactthe Aksa Homes Office.

Your rights and responsibilities as a tenant

• You must not deliberately overcrowd your propertyYour Tenancy Agreement will tell you the permitted number ofpeople allowed to live in your home. You must not allow others tomove in with you where you will be in breach of this obligation.

• Must ask for consent from Aksa Homes to allow others tomove in

You may allow others to move in and live with you where this doesnot cause overcrowding but you must request consent from AksaHomes to do this. You must inform Aksa Homes of who is moving inwith you, their full name and date of birth (proof of identity), whenthey are moving in and if you are in receipt of housing benefit youmust inform the Housing benefit office. Aksa Homes will notunreasonably refuse consent to allow others to live with you.

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• Must ask for consent to change any standard fittingsIf you want to change any standard fittings within your property youMUST obtain consent from Aksa Homes to do so BEFORE you doany work.

Consent will not be unreasonably refused but it is likely that AksaHomes will want to inspect any alteration and will demand that workis carried out to the highest standard. Aksa Homes reserves the rightto aks you to make good any alternations you make if they are not ofa satisfactory standard and/or if and when you choose to move outof the property.

In addition you must;

• Ask consent to install a satellite dish• Ask consent to have a pet in the property• Inform us if going away for an extended holiday• Keep us informed if you change your telephone number• Park any vehicles appropriately and have regard forgrassed areas

• Make proper arrangements to dispose of unwantedhousehold items

• Keep all gardens tidy, clean and neat• Report repairs promptly and allow prompt access• Allow access to Aksa Homes representatives for routineinspections

• Do not sub-let the whole of your property• Not allow your property to be used for any illegal activityor any activity likely to cause a nuisance to others

• Give the proper notice to end the tenancy if you decide tomove out and leave the property empty of all yourbelongings, clean and tidy

Communal responsibilities;

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• Keep common parts as clean as possible• Clean up after yourself if you spill rubbish/litter or similar• Dispose of your rubbish correctly• Report any repairs needed for the communal areas• Keep communal doors locked and secure

ALL TENANTS ARE RESPONSIBLE FOR THE BEHAVIOUR OFPEOPLE WHO LIVE WITH YOU AND/OR VISIT YOU. THISRESPONSIBILITY COVERS BEHAVIOUR IN THE HOME, THEGARDEN/COMMUNAL AREAS AND THE NEIGHBOURHOOD.

2. Aksa’s responsibilities

The Association will give you complete possession of your propertyand will not interfere with your occupation of the property unlessthere is a breach of The Tenancy Agreement’s conditions.

The Association will;

• Respond to any correspondence from you promptly andwithin the time frames stated in the customer servicestandards

• Respond to any repairs reported by you that are due tonormal wear and tear, within the time frames stated andwhere possible by appointment

• Make routine inspections of your home and neighbourhood• Keep you informed of the activities/events that AksaHomes offer

• Keep you informed by way of regular newsletters, annualreports, meetings and letters

• Offer you ways to be involved in Aksa Homes servicedelivery, in a way that suits you

• Will work with you and your neighbours to resolve disputesand improve the areas you live in

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• Listen to your comments & feedback and use thisinformation to improve services

If you are having any problems at all managing your tenancy, pleasecontact the Association.

3. Housing support

The Association wants you to have a successful tenancy and behappy and comfortable in your home and neighbourhood. AksaHomes therefore can offer a range of support services to assist youto live successfully in your home and neighbourhood.

The Association can offer help and support with;

• Managing money and debt• Benefit advice and form filling• Appealing decisions and attending court/tribunal hearings• Applying for grants• Finding alternative accommodation• Health issues – stress, depression, physical health problems• Neighbour problems• Accessing services, finding schools, play groups,doctor/dentist

• Relationship breakdown• Domestic violence• Finding work, training

The Association will do itsbest to help tenants with anyproblem and if Aksa cannothelp we will do our best tosignpost you to someonewho can help!

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Repairs & Maintenance

Aksa’s Responsibilities

Your Tenancy Agreement tells you we will keep the outside of theproperty and its structure in good repair, including the following:

• Drains, gutters and pipework

• External fabric of buildings, including roofs, windows and doors

• Internal structure including plasterwork, walls, ceilings and floors

• Chimneys, chimney stacks and flues but not the sweepingof these

• Garages and external stores

• Principal pathways, steps and means of access

• Boundary walls and fences

• External painting

We will keep the installations in the property that provide water, gas,electricity, sanitation, space heating and water heating in good repairand proper working order.

We will keep the common facilities, including hallways, staircases,passages, landings, lifts, doors, lights, handrails, balustrades and doorentry systems in good repair.

Your Responsibilities

Your Tenancy Agreement tells you all about your repair andmaintenance obligations.

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Reporting repairsIt is your responsibility to report any faults/damage to the propertyor common parts immediately. You can do this by phoning us free on0800 027 0828, or by ringing the office directly on 0161 620 2992or by visiting the office, or on line at [email protected]

Chargeable repairsYou will be charged the cost of any repair/replacement which is notdue to normal wear and tear. This includes neglect or accidentaldamage caused by you, your family or children, your visitors or guests.

You may be required to pay for the costs of:

• Reinstating any unauthorised orunsatisfactory alterations or improvementscarried out by you

• Any electrical or other faults or firescaused by you

• Any damage caused to the home as a result of the lawfulexecution of a warrant by the Police and/or otherauthorised body

• Any unnecessary call-out made by you to our EmergencyRepair Service

• Us gaining access to the home on your behalf as a result oflost or forgotten keys

• Lock change due to loss of keys

• Reglazing

Minor repairsYou are responsible for all minor non-structural repairs including, but not limited to:

• Replacing plugs and chains to baths, sinks and wash basins

• Minor plaster cracks to internal walls and ceilings

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• Refitting doors after laying of carpets

• Releasing windows stuck after internalpainting

• Electrical plug tops and fusesIf you fail to do these repairs and we carry them out, you must payour costs for doing these repairs. We may do some minor repairs foryou if you are elderly, frail or disabled. Please contact us if you wantto know more about this.

AccessYou must allow our workers or people sent by us into your home toinspect and carry out repairs and improvements. In emergencies, wewill need access immediately and in such circumstances our officers,agents and workmen may enter the property with or withoutforce and without notice.

We will only do this if we believe that entry is necessary because ofan emergency which could cause personal injury or damage to theproperty or any property in the locality. If you do not let us in youcould be putting yourselves and your neighbours at risk. We can takelegal action to enter a property and you may have to pay the costs.

Other responsibilitiesYou are responsible for decorating inside your home and keeping itin good decorative order. You are responsible for repairing andmaintaining your own equipment such as cookers, TV aerials andwashing machines and any improvements you have put in yourself.

Improvements/alterationsYou must obtain consent from Aksa Homes prior to any work beingcarried out to make any improvements or alterations to the property. Aksa Homes will not unreasonably refuse consent, but will inspectany improvements or alterations, that all work is of a professional and safe standard. If Aksa Homes is not satisfied with the standard ofwork you will be required to reinstate the original design at your owncost. If or when you end your tenancy you may be obliged toreinstate the original design.

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Repair Response Times

Our repairs and maintenance service has the following responsetimes and priorities:

Priority 0 Emergency Repairs made safe within four hours

Priority 1 Urgent Repairs completed within five working days

Priority 2 Routine Repairs completed within 28 working days

Emergency Repair

The Emergency Repairs Service operates outside office hours as follows:

Monday - Thursday: after 6.00pm at night through to 8.00am the next morning

Friday: after 6.00pm through to midnight

Saturday: 24 hours

Sunday: 24 hours

This service only covers genuine emergency repairs (some examplesare given below). Misuse of this service will result in tenants beingcharged for the call out and any administration charges.

Attendance out of hours is to MAKESAFE ONLY. However, if we attendand can complete the repair quickly wewill do so. Repairs that are made safewill be completed the following day.

Possible emergencies include:

• Burst pipe

• No water supply

• Blocked foul drain (possiblecharge)

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• Blocked WC (only one in house) (possible charge)

• Insecure door, windows or locks

• Water Leak/Burst

• External Door/Window Insecure

• Broken Window/External Door (possible charge)

• Roof Leaking(water penetration)

• Tiles Slipped/Loose or Hanging

• Dangerous Brickwork

• No Heating at All

• No Electrics

• Emergency Lighting

• No Lights in Kitchen, Bathroom or Stairwell could beconsidered to be an emergency

We take your own individual circumstances into account in decidingwhat an emergency is.

Planned Maintenance

In addition to responding to your requests for repairs, we have aprogramme of Planned Maintenance, which reduces the demand forresponsive maintenance. Tenants can be involved in the developmentand approval of these programmes. See Section 7 of this handbookif you want to know more about getting involved.

In addition to responsive and planned maintenance, we will continueto improve the facilities and amenities available in your homesthrough investment schemes.

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Gas Emergencies

If you smell gas in your home, follow these six steps:

• Put out any naked flames i.e. cigarettes

• Do not light matches and do not switch lights and socketson or off - sparks from these can ignite gas

• Turn off the gas supply at the main handle located on thepipe connected to the meter

• Switch off any working gas appliances

• Open your windows and doorsto let gas disperse

• Ring Transco 0800 111 999

• Ring Aksa on 0161 620 2992

• Out-of-hours 0800 027 0828

Carbon Monoxide

Carbon monoxide poisoning can be caused by faulty gas appliances.There are no obvious signs of carbon monoxide poisoning althoughsymptoms may include tiredness, drowsiness, headaches and chest pains.

To reduce this risk we regularly check and maintain gas appliances wehave installed to ensure high safety standards. To prevent any furtherrisk from carbon monoxide poisoning, follow these instructions:

• Never use a gas appliance if you think it is not working properly.Signs to look out for include yellow or orange flames, soot or stainsaround the appliance and pilot lights, which frequently blow out

• Never cover an appliance or block the vents

• Never block or cover outside fluesIf you have any doubts about the safety of your gas appliances, pleasecontact us without delay.

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Gas Servicing

We have a legal responsibility under the Gas Safety (Installation andUse) Regulations 1998 to ensure that gas appliances, fittings and fluesprovided for tenants use are safe. It is therefore important that weservice all our gas appliances each year and to do this we need yourco-operation.

If we cannot gain access to your hometo service these appliances we will leavecalling cards asking you to contact us tomake a mutually convenientappointment. Should you fail to respondwe will enforce the terms of yourTenancy Agreement that require you togive us access. If you still fail to allow usaccess we will commence legalproceedings the costs of which we willrecover from the tenant.

If you believe the appliances in your home have NOT been servicedin the last year, please contact us without delay.

Electricity

To prevent accidents:

• Use good quality plugs and ensure they are correctly wired.The colour code for plug wiring is: Live - Red or brown Neutral - Black or blue Earth - Green or yellow/green

• Use the correct fuse for each appliance

• Unplug appliances when not in use

• Do not trail wires under carpets

• Keep appliances and flex away from water

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All modern houses are fitted with Consumer Control Units (what usedto be called a fuse box), usually fitted close to the electricity meter.Instead of fuses, your control unit is fitted with MCB's (MiniatureCircuit Breakers) and ELCB's (Earth Leakage Circuit Breakers).MCB's are similar to fuses but easier to operate. ELCB's are newdevices designed to protect you against faulty equipment andelectrical shocks.

What to do when the power has gone off

Situation 1

You have just plugged in an appliance and all the power has gone off:

• Unplug appliance• Reset MCB and ELCB (turn all switches on)• Power should come on again• Have your appliance checked by an electrician

If the power does not come on again, go straight to situation 2.

Situation 2

Your power has gone off but you don't know why:

• Switch everything off (plugs, lights, cooker, water heater)• Reset ELCB (and MCB) if required• Switch lights on oneat a time

• Switch plugs on oneat a time

If the power does notcome on again ring Aksaon 0161 620 2992 orout-of-hours 0800 027 0828

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Condensation

SignsDamp patches with mouldgrowth on cold surfacessuch as inside or outsidewalls or around windows.Mould appears on clothesand furniture and there is amusty smell. The signs willbe worse in cold weather.

CausesToo much moisture inside your home. When moisture in the airmeets a cold surface like a window or a wall, it condenses (turns intowater). If this happens regularly, mould will start to grow.

Cut down on the amount of water produced

• Dry clothes out of doors whenpossible

• Do not allow kettles and pans toboil away unnecessarily

• Keep kitchen and bathroom doorsclosed when cooking, washing, etc, to stop steam spreading through your home

• Do not used bottled gas and paraffin heaters - every pint offuel they burn produces one pint of water

Increase ventilation in your home

• Keep your home well ventilated toallow moist air to escape and fresh airto be sucked in. You should be able toventilate your home without makingdraughts

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• Open your windows a little, especially if they are misted up• Use extractor fans if you have them. Make sure wall andwindow vents are always open

• Allow space for the air to circulate in and around yourfurniture. Open doors to ventilate cupboards and wardrobes

Keep your home warm

• Do not let your home get too cold. You must find the rightbalance between allowing fresh air in and keeping thehome warm enough

• Think about fitting some insulation such as draughtexcluders around the windows and doors. These don't costmuch but are effective

• If you need help or advice about getting the best deal forgas/electric charges contact Aksa Homes who may be ableto help.

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Paying your rent

When is rent due?

Your rent payment is due on Monday each week for the coming week.You can pay in advance if you prefer.

You must ensure that you pay the rent and all other charges for yourhome regularly and on time.

Aksa collects rent for each week of the year, over 52 weeks. So thatyou know what the balance is on your account, we will send you a rentstatement every three months.

How to pay rent

There are a number of ways of paying your rent. If you are unsure ofthe bet payment method for you, please ring your Revenue Officerwho will discuss this with you.

Payment methods;

• Automated payment line 0161331 2224. Available 24 hours aday. Use your debit card orcredit card

• Direct debit/Standing order -contact your Revenue Officer

• Pay Point card/Post office -contact the office to order apayment card or go on line toorder directly fromwww.aksahousing.co.uk clickon “Housing Services” andscroll to “Pay point request”

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• Cheque - Make payable to Aksa Housing Association and post to:-Aksa Homes,Aksa House,2 Medtia Square,Phoenix Street, Oldham OL1 1AN

Ensure you clearly write your name and address on the backof the cheque. Cheques can be paid at Aksa offices

• Trans-cash - available at post offices (small charge applicable)Post office staff will help you fill in the payment slip. You willneed to quote Aksa account number 226 3440

• Payments direct from benefits - If you are in arrears and inreceipt of benefits, payments direct from benefit can bearranged. Please ask your Revenue Officer about this

• Online payments - go to www.billpay.co.uk for details of howto use this service

Please be aware that payments can take up to five working days toappear on your rent account.

Rent ArrearsIf you are having difficulty paying your rent, you must contact usimmediately to prevent the situation from becoming serious. Our policyis that rent arrears will be dealt with in a firm but fair manner. We believethat tackling rent arrears very early is essential. Your Revenue Officer willdiscuss your account with you and assist you to make a realistic paymentoffer based on your income and other commitments. your RevenueOfficer can advise you if you are likely to be entitled to housing benefit.

Aksa also has a financial inclusion officer who may be able to help youmake more of your income or even reduce your out goings. You canrequest an appointment with the financial inclusion officer at any timewho will carry out a “financial health check” with you.If you do not pay your rent regularly, you risk losing your home.

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The main actions we will take to recover rent arrears are;

• Over 2 weeks arrears - you will receive a letter• Aksa will keep in regular contact will you by phone, letterand visits

• Notice of intention to seek possession will be served if arrearsincrease

• Court action may be taken if arrears continue to increase• A warrant to evict may be obtained if arrears still continue toincrease

Possession action will only sought as a last resort. However you have aresponsibility to keep in contact with the Association when you arehaving difficulties.

Be aware that if you are evicted for rent arrears, you are still responsiblefor the debt and further legal action will be taken if necessary to recoverthe debt.

Housing benefit You can apply for housing benefit at any time. You can pick up anapplication form from the council/local housing office. Aksa Homesnormally have a supply of housing benefit forms at the office.

If in doubt you should apply as you have nothing to lose. Howeverplease be aware that officers at Aksa Homes can assist you withcalculating whether you are likely to receive housing benefit. They canalso give advice regarding benefits generally including tax credits.However there is also a free to use housing benefit calculator on theAksa Homes website at www.aksahousing.co.uk alternatively youcan use the internet to access sites such as www.turn2us.org.ukwhich is a government sponsored advice site. You must give honest andaccurate information when using these sites otherwise you will notreceived reliable estimations.

You are under an obligation to report any changes in your circumstancesthat may affect your claim of housing benefit or any other benefit. If youare overpaid any benefit, you will be required to repay it in full.

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The amount of housing benefit you are entitled to will be affected byother adults who live with you; these are called non-dependents. YourRevenue Officer can advise you.

Rent settingYour rent is set using a range of different criteria such as the size of yourproperty, the area you live in, the development costs and the level ofrent for similar properties in your area.

If you would like more information about how your rent is set pleasecontact the office. Your rent is reviewed annually. Rent increase levelsare determined by a strict formula which currently allows your rent tobe increased by a maximum of RPI + ½%. Rent increases are normallyeffective on the first Monday in October in any year unless we agree adifferent arrangement any other time personally with you.

You will be given a minimum notice period of one month. You will beserved a rent increase notice that is headed: Section 13(2) of thehousing Act 1988. Form number 4B’

This notice is the legal notification that your rent is going to change. Itwill tell you what your rent is now and how much it will be changing to.This will include any service charges.

Service chargesSome tenants have to pay service charges for the property they live in. A service charge is a charge for a service provided to your home or for aservice that is shared amongst a number of people perhaps in a block offlats. Your service charges are called “fixed” service charges and they aresplit equally between the properties receiving the service.

Service charges are reviewed periodically and/or annually. Any changesare notified to you in a similar way to rent changes. Most service chargesare eligible for housing benefit. If you require any information regardingthe detail of your service charge you can contact the Association andrequest this.

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Your Neighbourhood,your Community

1. Anti social behaviour

We recognise the serious impact of anti-social behaviour and crimeon residents, communities and or properties and we are committedto playing a leading and active role in tackling anti-social behaviour.

We are required by law to prepare and publish our statements ofpolicy and procedure, with a summary, about how we respond toanti-social behaviour. We review these documents regularly andinclude customers like yourselves in those reviews.

The summary gives an overview of our approach to anti socialbehaviour and how you can make a complaint. The details of theSummary are provided below.

What is anti social behaviour?The legal definition is;

“Any conduct which is capable of causing a nuisance orannoyance to any person and which relates to or affects

the housing management functions of Aksa.

Any conduct which consists of or involves using (or threatening to use) Aksa’s accommodation for an unlawful purpose”

Examples of anti social behaviour are;

• Harassment and intimidation

• Domestic violence

• Damaging of threatening todamage another person’s homeor possession

• Failing to control any pet or allowing it to foul or causedamage to a property

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• Hate behaviour that targets members of identified groupsbecause of their received difference

• Allowing people who live with you and/or your visitor to benoisy and/or disruptive

Our approach to anti social behaviourWe expect tenants to be good neighbours. That doesn’t mean weexpect tenants to be good friends. A good neighbour is someonewho acts reasonably and considerately, who respects the differentvalues and life styles reflected in a modern, diverse community.

The Tenancy Agreement is a legal contract between Aksa and youthe tenant/s. The Tenancy Agreement advises you that you areresponsible for your own behaviour and the behaviour of peoplewho live with you or visit you.

Aksa will do all it can to tackle anti social behaviour, and this includes;

• Partnership working

• Early intervention & Prevention

• Enforcement

• Helping people to change theirbehaviour

You can make a report of anti social behaviour;

• If you feel you are a victim• If you witness someone else being a victimThere are occasions when you should also contact other agenciessuch as the police, social services, Local authority EnvironmentalHealth Department, dog wardens, and crime safety units. Please seelist of useful numbers in Section 10

Reporting an incident of anti social behaviourAksa Homes would like to encourage all tenants to consider trying toresolve issues themselves before reporting anti social behaviour (ASB).

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Your neighbour may not be aware that they are upsetting you. We can give you advice on how to do this and this can often “nipproblems in the bud” and resolve issues quickly.

Aksa Homes do take complaints seriously and you can report ASB by;

• Telephoning the office 0161 620 2992• Using 24 hour free phone 0800 027 0522 • Fax 0161 652 2461• Letter• Leaving a message on the answer phone• Visiting the office • By appointment at your home• By email to [email protected]• By speaking to your MP or Councillor• Asking for an appointment at the office• Using Aksa Facebook• Using Looking Local

Aksa will not disclose any information provided by you or about you,without first getting your consent, unless to do so would compromiseAksa or make the company or its employees open to legal action.

What happens after you report ASB? Urgent incidents will be responded to within 24 hours and will include;

• Offensive graffiti• Racial harassment*• Violence (actual or threatened)• Activity likely to cause danger to others or to properties• Intimidation• Domestic violence*(*Separate polices exist for this area of anti-social behaviour)

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Serious incidents will be responded to within five working days andwill include:

• Neighbour disputes• Noise• Nuisance children and youths• Criminal behaviour• Damage to property

Non urgent incidents will be responded to within 14 days and will include;

• All other incidents.

We sometimes receive reports of ASB where we cannot take action.This can be where there has been no breach of the TenancyAgreement or where the complaint is not serious enough to takeaction. If this is the case, we will tell you in writing. We will tell youof any other courses of action available and may refer you to anotheragency which may be able to offer further help.

We will normally contact you by phone or letter (we will use emailsif we are aware you have an email address). We will arrange tosee/speak to you at a mutually convenient time and place. We willdiscuss the case and the options with you and agree an action plan.

We do not deal with complaints alone, but work with you (andoften other agencies). The action plan may well include actions foryou to complete.

We will work with you to try and resolve your issues and we willendeavour to keep you informed during the process. Aksa will offeras much support as it can to both complainants and witnesses.

At the end of the process you will be asked for your views abouthow Aksa responded to your problem. If you remain dissatisfied withAksa’s response you can make a formal complaint about the serviceyou received which will be dealt with by a different officer.

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Aksa will always try non legal remedies to resolve a situation andthese may include:

• Mediation • Extra security• Environmental improvements• Offering support to individuals• Neighborhood agreements

Legal action & Possession action will only be commenced when nonlegal remedies have failed. However some forms of anti socialbehaviour clearly will need firm, legal action from the beginning.

• Domestic violence• Criminal activity• Racial harassment

In an emergency your must telephone 999.

Further useful numbers are listed in Section 10

The Association can offer lots of one to onesupport to vulnerable people who may besuffering domestic violence, harassment, who feelisolated and alone.

Simply contact the Association on 0161 620 2992. In very seriouscases of violence the Association will look to help you move tosomewhere safe very quickly or be able to make your current homesafe for you to remain living there.

Hate crimesAksa is a Hate crime reportingcentre and is an active memberof the “No place for racism inOldham “campaign delivered byOldham Racial EqualityPartnership.

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Hate crime is motivated by hatred, bias or prejudice and is usuallydirected at;

• Race or colour• Nationality or ethnic• Religion• Gender• Sexuality• Age

You must not suffer in silence if you or anyone you know is a victimof a hate crime, please do report the incident to us.

2. Being neighbourlyA good neighbourhood needs good neighbours! You can be a goodneighbour by simply talking to your neighbours and getting to knowthem a little. You can often help each other by;

• Keeping a watch over each other’s properties• Putting out and taking in each other wheelie bins• Noticing/reporting suspicious people in the area• Noticing and reporting repairs in the general area• Taking in parcels for each other• Keeping your own gardens clean and tidy(setting a good example)

• Doing errands for neighbour's who are older, sick ordisabled

• Organizing get togethers• Agreeing together how to solve issues• Agreeing together how to make theneighbourhood more pleasant

• Form a tenant/resident group

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These are just a few ideas. Being a good neighbour is quite an easything to do and something that you can all benefit from.If you would like some help getting to know your neighbours andwould like the Association to help you organize an event so that youcan meet and socialize together please get in touch with Aksa!

3. Estate ManagementOfficers from theAssociation visit yourneighbourhood regularly;they have a walk aroundto make sure everywhere is clean & tidy.They look at the streetlighting, the fencing,parking issues and lotsmore. The officers do thisto try and ensure thatyour neighbourhood is aclean and pleasant place to live. If you would like to join Aksa officerswhen they do this in your neighbourhood contact Aksa who will advisewhen the next estate inspection is due to take place. This information isavailable on our website, Facebook page and Looking Local.

Aksa needs your help to ensure your neighbourhood is a clean andpleasant place to live. Please ensure that you;- Dispose of your rubbish properly- Pick up litter your children drop- Keep your dog on a lead- Clean up after your dog- Park your vehicle properly- Do not park on the grass- Do not block others driveways- Do not use “short cuts” over other people’s gardens- Report promptly fly tipping- Report Graffiti

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Very often it may be the Council who need to respond to an issue inyour neighbourhood such as removing fly tipping. However if youare not sure ring Aksa and we can give you advice.Let’s work together to ensure you have a clean and pleasant homeand neighbourhood!

If you have any ideas about improving your neighbourhood pleasecontact Aksa and we will help you as much as we can!

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Have your say!Aksa Homes is committed to ensuring its customers are at the heartof how services are developed and delivered. Aksa Homescontinually looks to raise standards and to improve satisfaction levels.

Aksa Homes will:

• Keep you informed• Offer you a range of ways to be involved to suit your needs• Provide training• Provide financial help to form a tenant/resident group• Provide financial help to arrange neighbourhood events• Offer assistance by way of officer time, office space,printing, refreshments, training, postage, venues

• Work in partnership with you and other agencies

What are the benefits of beinginvolved?

• You have the opportunity to be listened to• You can improve satisfaction levels• You can help ensure services meet your needs• You can tell us what does and doesn’t work well• You can get to know your neighbours better• You can get to know neighbours from other areas• You may make friends• You will know what’s going on• You will be more informed

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How can you be involved?

• You can read the tenant newsletter

• You can help design the newsletter

• You can contribute articles to the newsletter

• You can come to your local tenant meeting• You can join in your local estate walkabout• You can join in social events in the neighbourhood• You can be a neighbourhood champion/spokes person• You can take part in surveys• You can come to meetings at Aksa Homes• You can be part of a service review group• You can be a mystery shopper• You can join a tenant/resident group• You can form a tenant/resident group• You can come to one of Aksa Homes’ many activity groups(see section 8)

• You can apply to join the Aksa Homes Tenants Forum• You can apply to be a Tenant Board member

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Aksa Homes has a team of officers, all of whom have a role to play inhelping you to be involved and helping you to give us your ideas.

However tenants have the most important role to play and if you don’ttell us your views, we won’t know what they are!

The Aksa Homes team can help you;

• Find information• Organise meetings and social events• Design and deliver leaflets• Provide or find suitable training• Introduce you to other tenants,tenant groups

• Travelling costs and child care costs

If you want more information about how you can make a differenceyou can contact the office and speak to an officer. Your local newsletterwill also give you information about dates when activities are takingplace and you also find this information on Aksa’s web site, AksaHomes Facebook page or Looking Local.

Since 2008 The Tenant Services Authority (TSA) are the Governmentbody that regulate and set the standards for Registered Sociallandlords (RSL’s).

After much consultation (Big Conversation) a new regulatoryframework came into force from April 2010.

Six national standards were set, these were;

• Tenant Involvement & empowerment• The Homes• The Tenancy• Neighbourhood & Community• Value for money• Governance and financial viability

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Although Aksa Homes mustmeet all the minimumrequirements for all of thestandards shown above, theTSA asked housing associationsto also go that bit further inmeeting standards by way ofagreeing “local Offers” withtenants. In other words to findout what was most importantto tenants at a local level andagree some further standardsto reflect local concerns.

Many of you came to meetingsat Aksa Homes and elsewherein August/September 2010; you took part in discussion groups andsurveys. Really big thanks to all of you who gave up your time. This lead to Aksa agreeing three local offers.

New Aksa Homes Standards - Local Offers from April 2011

• Tenant Involvement • Repairs• Neighbourhood & CommunityYou told us:

• Repairs sometimes had to be reported more than once &waiting time was too long

• Tenants want more involvement in deciding how estatesshould be managed

• Tenants don’t understand the lettings system

As the Lettings system is under review, the new Aksa HomesStandards have concentrated on responding to your concernsregarding repairs, estate management and general tenant andcommunity involvement.

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Details of the 3 new Aksa Homes Standards are set out below:

1. Tenant Involvement - Aksa Homes Tenants’ Forum

Working with a Group of tenantsand the Tenant ParticipationAdvisory Service (TPAS), Aksa has developed a new, tenant ledgroup, Aksa Homes Tenant Forum,to operate on behalf of all tenants.

The Tenants’ Forum will look at neighbourhood and communityissues that affect Aksa Homes tenants and members of the widercommunities where Aksa Homes works. It will feed into thedecision-making at Aksa Homes and have links with the Board ofManagement and it will have influence on setting and monitoringAksa Standards now and in the future.

2. Repairs - Handyman with a VanAksa has introduced a “Handyman” (man with a van) service to dealwith minor repairs quickly and efficiently so that you don’t have waitlong periods of time. The Handyman will attend to things likedealing with dripping taps, minor leaks, easing doors and windows.He/she will also carry out small works in communal areas on estatessuch as repairs to fencing, clearing fly tipping and clearing off graffitiand carrying out estate inspections.

Tenants will continue to report repairs in the usual way, however,Aksa staff will decide if the repair could be carried out by theHandyman or if a tradesperson from Building Services is required. We believe that this new service will actually offer better value formoney. The Tenants’ Forum will monitor this new service, consulting with tenants who have used the service to establishcustomer satisfaction and to help Aksa Homes assess if the serviceprovides value for money.

3. Neighbourhood & Community - Neighbourhood ChampionsAksa continues to carry out estate walkabouts to identify key issuesfor neighbourhoods and provide more opportunities for tenants to

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influence local neighbourhood management. Members of theTenants’ Forum will act as Champions for their own neighbourhoods. You can be a champion for your neighbourhood. See section 7.

Tha Association will publish findings, performance indicators andsatisfaction levels to all tenants by way of newsletters.

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Have some fun!Aksa Homes is committed to providing great quality, affordablehomes. However in addition to a warm, comfortable and safe homewe all need great neighbours & great neighbourhoods whom we canrely on from time to time, have some fun with from to time. Gettingto know your neighbours and looking out for each other can bringmany benefits;

• More security & feeling safer• More friends & common interests• Cleaner & tidier neighbourhood• A collective voice for raising issuesabout your neighbourhood

Aksa can help you and your neighbours to arrange social events in yourneighbourhood, these might include;

• Clean up days• Planting days• Sport days• Street party

You might want to arrange a get together to celebrate a big event like;

• Eid• Christmas• A sport celebration• European neighbours day• A national event

Aksa can help with the arrangements and lots of practical advice.Aksa can sometimes offer financial assistance as well as officershelping out on the day.

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If you have an idea that will bring you and your neighbours togethercontact the office and let us know.

Aksa itself organises events from time to time for tenants to join in,some of these have included;

• Turkey & tinsel• Sprouts to samosas• Aksa 20th Birthday party• Open days – various themes• Oldham Mela• Festival of diversity• Party in the park

The feedback from these events has always been very positive fromthe tenants who attended; everyone had some fun and at the sametime thought about all the things that we have in common. So again,if you have an idea for Aksa Homes to host a future event, again pickup the phone and let us know. We are always looking for tenants tobe involved in the planning of these events, so don’t be shy and thinkabout what you can offer.

Aksa Homes wants itstenants to be happy in thehome but also to have theconfidence, skills and“know how” when itcomes to accessing otherservices, engaging withthe wider communitiesand making the most ofyour skills.

However here at AksaHomes we do understandthat many people do have low confidence, little support and justdon’t know where to start. To help you get started Aksa run a wholerange of classes and activities;

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Learning Basic English – speaking, reading and writing

Life skills – joining the library, finding a GP, finding a mums & tots group

Learning basic IT skills – using a computer, using the internet.

Home search club – help to find alternative accommodation

Work club – help to write a CV, find training, find a volunteeringopportunity, and help to find a job.

Housing advice club – have you got a question, need some advice, noappointment needed?

Financial health check – we can help you manage debts and negotiatewith your creditors

CAB money advice worker – would you like professional &confidential advice about how to manage debts?

Managing money – training to help you make sure you get the mostout of your money!

Save, search & switch club – are you getting the best deal on your gasand electric?

Understanding credit cards and where to find affordable credit –don’t pay over the odds

How to do your own credit rating

Loan sharks awareness training – be informed, alert your neighbours

How to open a bank account – advise on where to go, what type ofaccount

Cooking – how to eat healthy without spending a fortune

Learn 2 cook & Cook 4 Life – have fun & make new friends whilstlearning some basic techniques

First Aid training – might help you save a life!

Chair based exercises – have you become a couch potato? Need tostart a healthier lifestyle?

Flower arranging – just have some fun, meet new friends

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The Association holds open days from time to time and this is whenwe can ask tenants what future training/activities they think would beuseful for Aksa Homes to provide in the future

Sometimes we can come out to your neighbourhood and deliveractivities/training to you and a couple of your neighbours in one ofyour homes, so if you have a few friends, who would like to gettogether and learn something, let us know! The above list is justsome of the things that Aksa Homes has provided and new ideas willalways be welcome. Aksa Homes really want to ensure that tenantsget any support they need towards returning to studying, trainingand working. So think of these opportunities as opportunities to“learn to earn”!

For all of the current activities, dates and venues please see the AksaHomes website, Aksa Facebook or the Looking local channel onyour TV. Or if you prefer just ring the office and ask.

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Moving homeAksa will do everything it can toensure your home suits your needs.However things change such as thefamily growing or a change in workcommitments that may mean youneed to find a new home.

In these circumstances Aksa Homes may be able to assist you to find anew home or help you find a new home with a different landlord. Aksamay simply be able to give you advice and information about where togo or who to speak regarding alternative housing.

The options are;

• Transfer to another Aksa propertyIn order to do this you will have to have some housing need. You willneed to fill in the Aksa Homes application form and you will need to havea clear rent account, your property be in good order throughout andthere not be any tenancy issues. At a time Aksa thinks it can consider youfor a transfer the Association will contact you.

• Mutual exchange with another Aksa tenantIn order to do this you will have to fill in the Aksa Homes applicationform. Aksa will try to find a suitable Aksa tenant for you to swap yourhome with. This scheme allows you to have one bedroom in excess ofyour need. Mutual exchanges are about two or more tenants agreeingwith each other that they want to swap their tenancies.

Aksa is developing a mutual exchange club and can sometimes offerfinancial assistance towards moving costs.

• Mutual exchange with another social landlord tenantIn order to enhance your chances of moving Aksa would alwaysrecommend that you join the mutual exchange list of other housingproviders in your area. Aksa can help you to do this. You can swap yourhome with any other social housing tenant. This scheme allows you to

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have one or more bedroom in excess of your needs. Mutual exchangesare about two or more tenants agreeing with each other that they wantto swap tenancies.

• Join the waiting list of other social housing providersAksa Home can help you find other housing providers who may havethe type of home you want or the area you want. Aksa will help youobtain the relevant forms, phone numbers and addresses.

• Move to the private rented sector (accredited landlords)There is not enough supply of social housing to meet demand.However Aksa Homes do a lot of work with private accreditedlandlords. Aksa Homes can also help with advice and assistance if youneed a bond. Considering the private rented sector will offer youmore choice and often means you can move more quickly.

• Take advice about shared ownership propertiesIf you feel you like to get know more about shared ownershipschemes, Aksa Homes will help you to find the information you need.

• Get advice about buying your own propertyAksa Homes does not give mortgage advice, but can help you to usethe internet and other means to get good advice about differentmortgages, costs of buyingand maintaining your ownhome. Buying your ownproperty is not just aboutthe cost of the property.There are many more coststo consider such as legalfees and stamp duty and ongoing maintenance cost.

• Right to Acquire Some Assured tenants do have the “Right to Acquire” their property,however not all Aksa Homes properties are eligible for Right toAcquire. Right to Acquire is a scheme that allows some Assuredtenant to buy their social housing property with a discount. The

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discount will vary from area to area but is usually £9,000 or £10,000.You can contact Aksa Homes for more information about thisscheme. Buying your own property is not just about the cost of theproperty. There are many more costs to consider such as legal feesand stamp duty and ongoing maintenance costs.

• Downsizing to a smaller propertyAksa Homes is committed to assisting tenantswho are willing to give up a large home theyno longer need and move to a smallerproperty. Smaller homes often mean smaller gas, electric and water bills,smaller gardens to manage, and smaller rooms to decorate resulting inlots of savings! If you live in a home that is too big for you, this schemecould really help out.

Aksa Homes can offer practical and financial assistace if you are willingto downsize.

Aksa Homes runs a home search club on a Wednesday afternoon.Staff are available to help you search for a home using the internetand accessing;

• Choice based lettings schemes and placing bids• Using Pin Point (North West Choice based lettings system)• Searching empty properties for rent web sites• Searching empty properties for sale web sites• Search for mortgage advice using the internet

Moving home is very disruptive and can be very expensive. It isimportant that you think about all the things you will need to do, thingsyou will to pay for before you start looking for a new home.

You need to think about practical things;

• Schools and nurseries for children• Being close to shops and bus routes• Play areas and other social amenities

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• Being close enough to your support networks (families, friends,support agencies)

• Being able to travel to work reasonably• What size property do you need (rather than want)• What type of property do you need (rather than want)• What areas do you really think you could live in (for the long term)

You really need to think about the costs involved;

• How much rent can you afford?*

• How much housing benefit will you be entitled to*

• How much a new home will cost to keeping warm*

• Water charges (is it a water meter?)*

• Removal costs - van to move furniture• Costs of “tipping” old furniture you do not want to take tothe new home

• Disconnecting and reconnecting phones and other electricalappliances

• Lifting and refitting carpets or new carpets & curtains• Decorating to your own taste

Moving home successfully and with minimum disruption needs a lot ofthought and planning!

* Aksa can help you estimate what these costs/saving may be.

Choice based lettings

You may find in your area that housing providers operate a choicebased lettings system. This means that you register an application, if it isaccepted you will then receive a reference number. Each week thehousing provider will advertise its vacancies, vacancies are advertised;

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• In the free local paper• At the providers offices• On the providers web-site

If you see a vacancy thatinterests you, you must “Place abid” against the property usingyour reference number.“Adverts” are closed after oneweek. The Housing Associationwill then look at all the bidsplaced and then contact the person with the highest need/longestwaiting time and offer them the property.

The number of bids you can place is limited. So it is essential that youonly place bids on properties you are REALLY interested in. If youare not sure, go and walk past the property, have a look around thearea and then place a bid if you are still interested. Remember theadvert runs for a whole week; you will not be at a disadvantageplacing a bid later in the week.

If you need help of advice with a choice based lettings system, simplycome along to Aksa Homes home search club and we will showwhat to do. If you are very vulnerable, you can nominate someoneelse to place bids on your behalf.

Ending your tenancy

If you are already a tenant, you will need to give notice to yourlandlord that you going to move out. Usually this notice period iseither 28 days commencing on a Monday or one calendar month.Notice must be in writing and must be done in a prescribed way. You can get advice from your landlord.

At the end of the notice period you must;

• Ensure the property is returned with vacant possession• Ensure the property is totally secure

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• Return all keys to the property

• Remove all of your belongings

• Leave the property, including external areas clean and tidy.

• Take metre readings as you leave.

• Ensure you have made arrangements about any future mail youare expecting

• advise your landlord of your new address

Although you may choose to end your tenancy, you will remain responsiblefor any debts incurred whilst the tenancy existed. It is always better tonegotiate a payment to clear debts rather than leave them and hope theywill simply go away. Aksa Homes uses all legal means to collect debts that itis owed.

Once the tenancy has been ended and the keys returned Aksa Homes staff willinspect the property. If any issues are found that are not due to normal wearand tear, the Association will recharge to you any costs incurred. Things like;

• Clearing the property of furniture and belongings

• Cleaning the property

• Repairing damage not due to wear and tear

If you do not end your tenancy successfully, any future rehousing with asocial landlord may be very difficult. All landlords require a reference fromprevious landlords. If you do not have a good reference, you may not beoffered a property.

Simply moving out of a property does not bring a tenancy to an end.Properties that are abandoned often attract the wrong attention and end upcosting a lot of money to put right. Whilst your name remains on a tenancyyou remain responsible for all aspects of that tenancy whether you areoccupying or not. If YOU do not end your tenancy and simply leave, AksaHomes has to go to court to obtain a possession order which can take along time. During that time rent will be charged and the property may bedamaged; these charges are recharged to the missing tenant.

So, if you are moving out simply give notice to Aksa. If you see a propertyyou suspect has been abandoned, simply let Aksa know.

If you have any questions around ending your tenancy just ring the officeand ask an officer.

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AKSA HOMES- Main Number 0161 620 2992- Fax Number 0161 652 2461

NEW CHARTER SWITCHBOARD 0161 331 2000

ERS REPAIRS CALLOUT (OUT OF HOURS) 0800 027 0828

PAYMENTS LINE 0161 331 2224

HOUSING BENEFIT/COUNCIL TAX 0161 911 3939/6633

COUNCIL - GENERAL 0161 770 3000

- Abandoned Vehicles 0161 770 6644

- Street Cleaning/ Pavements/Potholes/Grids Etc 0161 770 4325

- Rubbish/Recycling - Bin Collections and New Bins 0161 770 6644

- Street Lighting 0161 770 4336

- Noise Nuisance 0161 770 4502

- Pest Control 0161 770 2244

- Dog Warden 0161 770 4508

- Information in other Languages 0161 222 6644

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Useful numbers

Oldham

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SOCIAL SERVICES 0161 770 6936

POLICE/FIRE/AMBULANCE 0161 872 5050

NEIGHBOURHOOD POLICE TEAM 0161 856 8903

MONEY MADE CLEAR 0845 437 9479

CRIME STOPPERS 0800 555 111

ASB FREEPHONE HELPLINE 0800 027 0522

BULKY ITEM REMOVAL 0161 665 0317

INDEPENDANT HOUSING OMBUDSMAN 0207 421 3800

TAX CREDITS 0845 300 3900

FIRST CHOICE HOMES OLDHAM 0161 770 5189

CITIZENS ADVISE BUREAU 0161 620 9317

FAMILY INFORMATION SERVICES 0800 731 1518

NHS DIRECT 0845 4647

EMERGENCY GAS LEAK 0800 111 999

EMERGENCY ELECTRIC PROBLEMS 0800 195 4141

EMERGENCY WATER LEAK 0800 330 033

GREENFINGERS 0845 399 7777

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HOUSING BENEFIT/COUNCIL TAX 0161 253 5008







- Pest Control 0161 253 5353

- Dog Warden 0845 241 7253


Useful numbers

Bury

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- Pest Control 0161 234 4928

- Dog Warden 0161 954 9000

- Information in other Languages BANGLA 245 7056URDU 256 4070

Useful numbers

Manchester

53

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- Pest Control 0161 342 8355

- Dog Warden 0161 342 8355


Useful numbers

Tameside

55

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aksa handbook

Documents

past aksa homes

difficult times aksa

in2005 aksa

housing associations

new charter

new homewelcome

rented housing

new friends