assuredlet brochure

Making Landlords Feel at Home

www.gloscityhomes.co.ukwww.gloscityhomes.co.uk

Who We Are

Our Service

Property Standards and Consents

Tenancy Management

Repairs and Maintenance

End of Tenancy

Frequently Asked Questions

Contact Us

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Contents

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• guarantee you no void periods and pay you a guaranteed monthly rent• provide you with a professional, specialist property management service • guarantee to return your property to you in its original condition*• arrange all necessary repairs, gas and electrical safety checks to be

carried out by our experienced, knowledgeable tradesmen.*subject to fair wear and tear.

We can:

Join our Assured Let Scheme and let us take the headache out of letting.

2AssuredLet Complete Letting Service - Housing management you can trust.

Do you want a guaranteed monthly income from your property but without the hassle

of managing the tenancy?

A fresh approach to letting and managing homes

Who We Are

The Assured Let Scheme

Under our Assured Let Scheme we lease your property from you for a period of between three and five years and then let your property to a local household in housing need. You will receive a guaranteed monthly rent for the term of the lease. You will not lose money if the property is empty or if we have problems collecting rent or Housing Benefit.

At the end of the lease your property will be returned to you in its original condition*. Throughout the lease term we will manage the property and carry out regular inspections to give you peace of mind.

In addition, we can provide a complete property maintenance service if required, including arranging necessary repairs, gas and electrical safety checks.

If your property is in need of works to bring it up to a lettable standard we can help by advising on the works required and providing a comprehensive, professional property refurbishment service.

*subject to fair wear and tear.

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Gloucester City Homes (GCH) provide housing management services to 4,800 City Council residents and leaseholders in Gloucester. We recognise that letting a home is a risk, so our aim is to provide you with the comfort of using a housing management company you can trust.

The company was created in December 2005 and in December 2010 we achieved a 3 star excellence rating for our services from the Audit Commission, which is the highest rating possible.

GCH is recognised as one of the best housing providers in the country through independent accreditation, including the Cabinet Office Customer Service Excellence Standard, Investors in People Gold Award; Sunday Times Top 100 non-profit making organisation; the Equalities Standard and the British Standards Institute ISO 9001 recognition for quality management processes. We look forward to working with you.

We provide a professional and specialist property management service that includes:

• A dedicated officer providing you with one point of contact• Identification of suitable tenants and carrying out referencing checks• Managing the tenant’s deposit via a deposit protection scheme• Preparation of a comprehensive property condition report at the beginning of the lease term• Preparation of comprehensive inventories at the beginning of each tenancy• Initial property inspection after six weeks, and then on a three monthly basis• Property repairs and improvements service• Arranging annual gas and electrical safety checks• Rent account management and rent collection• Access to additional support for tenants, if required• Access to Private Landlord forums and events.

We can tailor our service to suit you. For instance, if you have your own repairs contractors we can arrange to report any repairs directly to you or your contractor and you can arrange the required annual safety checks yourself.

Alternatively, we can provide you with a comprehensive repairs and property safety checks service. We make a charge to carry out any of these works and also charge an administration fee. The total cost for any repairs and safety checks carried out will be deducted from the monthly rent you receive.

Our Service

How Much Will The Assured Let Scheme Cost Me?

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We make the following charges for the Assured Let service:

Property condition survey(including Energy Performance Certificate) Tenant reference checks £50.00 plus VAT

The above charges are deducted from your first month’s rent.

We will agree with you the level of lease rent that you will receive on a monthly basis.

If you opt for GCH to carry out repairs or safety checks to your property we will deduct the cost of these from the next month’s rent. We charge for the cost of the works plus an administration fee of 15% plus VAT. The fees we currently charge for safety checks are shown on the price list enclosed.

AssuredLet Complete Letting Service - Housing management you can trust.

£350.00 plus VAT

GCHareinterestedingoodqualityflatsandhouses in Gloucestershire to let to people in housing need in Gloucester.

Before we enter into a lease, you will need to provide the following:

Proof of OwnershipWe can check with the Land Registry for proof of ownership of your property. However, if you have recently purchased the property you will need to provide proof of ownership as the Land Registry is not immediately updated.

Permission to Let Your PropertyIf your property is mortgaged, you must get permission from your mortgage company to rent out your property.

Buildings InsuranceYou will be required to purchase buildings insurance to cover the cost of re-building your property and to include £2m public liability insurance. You need to inform your insurance company that you are letting your property.

The tenant is responsible for purchasing insurance for their personal contents.

KeysYou will be required to provide two sets of keys that GCH will hold for you for the duration of the lease agreement.

Council TaxYou will be liable for Council Tax when the property is empty. Once the lease agreement is signed GCH will take responsibility for notifying the Council’s Revenues Services when the property is empty, until the end of the lease agreement.

Property Standards & AccreditationThe property must meet any legal requirements that apply to the type of property. By law a landlord must ensure that their property is safe for their tenants to live in. We need to ensure that the properties that we manage are free from hazards, which means that they are safe, in good repair and have basic amenities. Our Property Surveyor will check the condition of your property and will advise you what, if anything, needs to be done to meet the standard.

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Property Standards And Consents

Property Standard

You must provide a current satisfactory:

•Gassafetycertificate,•Electricalsafetycertificate–periodic

inspection report and PAT tested electrical items,

•EnergyPerformanceCertificate,•Ifthereisamainspoweredfirealarm,acurrentfirealarmcertificate,and

•Carbon monoxide detector•Smoke detectors.

The property must also meet the government’s Decent Homes Standard (i.e. reasonable repair,heatingandthermalefficiency,modernkitchen and bathroom facilities) and the West of England Accreditation Standard outlined below.

To bring your property up to a lettable standard we can provide a comprehensive refurbishment service. If this would be of interest to you please contact our Leaseholder Manager, in thefirstinstancetodiscussyourrequirements.We can then arrange to survey your property, draw up a schedule of works and provide a quotation.

The Lease AgreementOnce the property is ready to be let, the Lease can be signed. The Lease details the areas of responsibility betweenus.Theagreementisforbetweenthreeandfiveyears,inagreementwithyou.AcopyoftheLease Agreement is provided inside this pack.

When the Lease Agreement is due to expire, GCH will contact you to discuss whether either party wishes to extend the agreement. If the Lease Agreement is to be brought to an end, the agreement requires that the property is returned to you with vacant possession. Therefore we will arrange to bring the tenancy to an end.

At the end of the Lease Agreement the property will be returned to you in its original condition (excluding fair wear and tear.)

•100mmloftinsulation*•80mmtankinsulation•CavityWallInsulation (where feasible)•Atleastfourlowenergylightbulbs*wherethepropertyhasnightstorageheaters200mmloftinsulationisneeded

•Fornon-multipointstyleuPVCdoorsonly: Front Doors - Rim Lock - 5-lever mortice/euro/oval cylinder lock•Internalthumbturnonallfrontdoors•Lockonallaccessiblewindows•Letterboxcowl.

Rear Doors- 5-lever mortice/euro/oval cylinder lock- top and bottom slide bolts

•10-yearsealedbatterysmokedetectortogroundandtopfloors (interlinked if three storeys or more)•Fireblanketinkitchen.

EnergyEfficiency

Security

Fire Safety in single family house


You will have a dedicated Leaseholder Manager who will be your point of contact throughout the term of your lease. The tenants of your property will have the same dedicated Ownership & Leasehold Manager

Tenancy AgreementThe tenant will sign up to a 12 month Assured Shorthold Tenancy. GCH will be the landlord. A sample of the Tenancy Agreement is included in this pack.

Tenant’s DepositWe deposit one month’s rent with the government’s Deposit Protection Scheme. This can be accessed at the end of the tenancy to cover any damage to the property and/or rent arrears. At the end of a tenancy, GCH will arrange to inspect the property, photograph and report the condition to you and agree if there is a claim to be made from the deposit.

Fair Wear and TearThe tenancy deposit does not cover reasonable wear and tear and the Lease Agreement also allows for fair wear and tear to be taken into account in respect of the condition that the property is returned to you at the end of the lease term.

GCH defines reasonable wear and tear as deterioration that occurs from day-to-day usage over time. You should not therefore expect your property to be returned to you in the same condition in which it was let. The longer the tenancy, the more wear and tear should be expected.

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Tenancy Management

Ownership and Leasehold Manager

PetsYou will need to stipulate whether you are willing for any tenant to have a pet in the property.

Property Condition Report and InventoryWe will prepare a property condition report and inventory at the start of each tenancy, noting the condition of the structure of the property and the fixtures and fittings. The report will be supplemented by photographic evidence. The property condition report and inventory will be signed by the tenant and verified on your behalf.

Notifying Utilities and Council TaxWe will notify Council’s Revenue Services that a new tenant has moved into the property and is liable for Council Tax. The tenant will be free to choose their own supplier of electric and/or gas and will be requested to make their own arrangements with their preferred supplier(s). This may include the installation of a prepayment meter.

Property InspectionsWe will visit and inspect your property 6 weeks after the start of the tenancy and then on a three monthly basis. These regular visits will help to ensure that the property is kept in a good condition and that the tenants have no issues with the property etc.


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Reporting RepairsThe tenant is responsible for reporting any repair issues during the tenancy to GCH. During the regular property inspections, the Leaseholder Manager will also check for any repair and maintenance issues.

Repairs ServiceWe provide a repairs service that is tailored to your needs. The range of different options is detailed below and we are happy to put in place the option or combination of options that works for you.

Self Manage If you have your own repairs contractors we can inform you when repairs have been reported and leave you to arrange the repair yourself. You will need to provide us with your emergency contact details so that these can be provided to the tenant in the event of an emergency.

Emergency Out-of-Hours Repairs ServiceGCH offers an emergency out-of-hours repairs service. This allows tenants to call GCH in the evenings and at weekends to report emergency repairs. GCH aims to respond to reports of emergency repairs within two hours and to make the situation safe within four hours. Emergency repairs are repairs that are needed to remove any immediate danger to people, to make the property secure or to restore total loss of heating in winter.

Maximum Repairs Cost We can agree a maximum repairs cost ie say, £200 plus VAT and GCH will carry out all repairs where the cost is below this figure. This service gives you the convenience of knowing that all minor repairs will be dealt with efficiently and in a timely manner and that you are able to deal with more major repairs yourself.

Fully Managed Repairs Service GCH also offers a fully managed repairs service where we will give you the peace of mind of organising all repairs on your behalf.

Repairs and Maintenance

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Property Safety ChecksYou can carry out your own annual gas and electrical safety checks, but if you wish, GCH can arrange for the annual gas safety certificate to be completed for your property and for an annual service of your gas boiler. GCH can also carry out the annual electrical test and portable appliance testing.

How much will the repairs and property safety checks service cost me?The cost of your repairs service will depend on what option or combination of options you choose. If you choose the Self Managed option you will put in place your own arrangements to organise repairs to your property. GCH will report any repairs direct to you. This is all part of our Assured Let service.

If you choose to have any repairs carried out by GCH we will charge you the cost of the repair plus 15% administration fee plus VAT.

The current cost of the various property safety checks that we can provide is detailed on the list enclosed.

All costs are deductable from your next monthly Lease payment, following receipt of the invoice from Lovell Respond.

Who Carries Out GCH’s Repairs?GCH works with our partnering repairs contractor Lovell Respond, an organisation specialising in property repair. Repairs are carried out within agreed timescales depending on the type of repair:

EmergencyWe aim to respond in two hours and make the situation safe within four hours.UrgentWe aim to complete the repair within five working days (by appointment). For work to restore full/partial failure of sanitation, water or electrical supply, or heating systems, and any other urgent work to prevent immediate damage to the property, to overcome serious inconvenience to the tenant or where there is a possible health, safety or security risk.

RoutineWe will complete the repair within twenty days (by appointment) for work where the fault or failure does not cause immediate inconvenience or present a danger to occupants or the public, but should not wait for a planned programme of work.


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Notification of end of tenancyThe tenant is required to give one month’s written notice to GCH stating they wish to leave the property. On receipt of this notice, our Leaseholder Manager will notify you of the tenant’s intention to leave and the date that the tenant is due to leave the property.

Contacting the tenantOur Leaseholder Manager will contact the tenant and provide them with our Moving Out Checklist, outlining their responsibilities during the notice period and what they should do prior to moving out.

End of tenancy inspectionOur Leaseholder Manager will visit the property at a date prearranged with the tenant at the end of the notice period. The Leaseholder Manager will identify any works that need to be completed and agree any deductions from the deposit with the tenant for any disrepair or cleaning work required. Allowance will be made for reasonable wear and tear. The Leaseholder Manager will also take utility meter readings and ensure that if there is a key/card meter that the key/card remains in the property.

Our Leaseholder Manager will ensure that we receive all keys from the outgoing tenants and if you instruct, we can arrange for the locks to be changed at your cost.

End of Tenancy

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Frequently Asked Questions


RentHow is the rent paid to me?Your rent is paid by BACS, which is a payment direct from our bank account to your bank account.

How often is rent paid?Rent is paid monthly in arrears on the first of each month.

Property ManagementDo I need to provide furniture?No we don’t require furnished properties but you will need to ensure that your property has a cooker and fridge or fridge/freezer.

When is my property handed back to me?If you sign a three-year lease for example, you are actually signing a lease for between two-and-a-half and three-and-a-half years. If, between two-and-a-half years and three years, the tenant moves out, the property will be handed back to you. If we have all documentation at the three-year point for your lease renewal, and the tenant is still living at the property, the Lease will be renewed, in agreement with you. If, after three years, you do not wish to renew the Lease and the tenant moves out, we will hand the property back to you.

In what condition do I get my property back?GCH manages the property during the term of the Lease and deals with any disrepair caused by our tenant. At the end of the Lease, the property will be handed back to you in it’s original condition (excluding any fair wear and tear).

Legal & FinancialHow long is the agreement?The agreement will be for a period of between three and five years, in agreement with you.

Can I terminate my Lease Agreement with GCH?Once a Lease Agreement has been signed and sealed you will not be able to terminate the Lease.

What are the legal obligations?The Lease you sign will detail all your legal obligations. It is important that you read the Lease fully and ask your legal advisor to check it before you sign. We can clarify any aspects about which you are unsure, before signing the agreement.

What do I need to do before I rent to you?We require:

• Proof of ownership• Proof of buildings and public liability insurance• An electrical test cetrtificate• A gas test certificate• An Energy Performance Certificate (EPC).

A valid EPC covering the length of the Lease will be required. An EPC helps to determine the energy efficiency of the building and is valid for 10 years. If you do not have one our surveyor will provide one as part of the property condition survey.

GCH welcomes all feedback from property owners on our Assured Let Scheme. In particular we take complaints from property owners very seriously.

We aim to provide the highest level of service possible at all times, however if you are unhappy with any aspect of the service we provide, please follow the procedure set out below. It is designed to ensure that your complaint is resolved as quickly as possible.

In the first instance, we ask that you discuss your complaint with your Leaseholder Manager. In most cases they can resolve problems more quickly and efficiently than anyone else.If you are still unhappy, please ask to speak to

the Leaseholder Manager. At this stage he/she may ask you to put your complaint in writing. The Leasehold and Performance Manager will fully investigate any complaint and inform you of the outcome.

GCH is committed to equality of opportunity and to ensuring that all customers and staff are treated fairly and not discriminated against. Access to housing and related services such as repairs and advice will be operated in a non-discriminatory manner. Such services will not be restricted or denied to any particular tenant or group of tenants.

As a property owner working with GCH you are also expected to comply with our Equal Opportunities Policy. All tenants are also expected to comply and should treat everyone with respect and not harass or treat anyone unfairly on grounds of race, colour, ethnic or national origin, disability, religion, sex, family circumstances, appearance, marital status, age, sexuality, or other circumstances.

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If you would like more information about our Assured Let scheme and how your property might be included, please contact our Accommodation Officer on:

0800 408 2000 (Freephone) or 01452 424344 (cheaper for mobile users)You can also email us:

[email protected]:

www.gloscityhomes.co.uk

Compliments, Comments and Complaints

A Fair and Equal Service

What To Do Next

Website:


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Customer Services TeamGloucester City HomesRailway HouseBruton WayGloucesterGL1 1DG Customer Services Line: 0800 408 2000 (Freephone)or 01452 424344 (cheaper for mobile users)Text: 0778 148 2656Fax: 01452 833101Minicom: 01452 396161Email: [email protected] site: www.gloscityhomes.co.uk GCHTV on the Looking Local Service on Sky, Virgin Media, Nintendo Wii and mobile phone.

You can also contact us using our online reporting forms. Please note our website is speech enabled and you can adjust the size of the text and translate it to other languages.

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Gloucester City HomesRailway House, Bruton Way

Gloucester. GL1 1DG

GCHTV on the Looking Local Service 0800 408 2000 (freephone) or 01452 424344

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