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General queries
Can you explain some of the jargon you use?
Who do I contact?
Rent and Housing Benefit
How can I pay my rent?
- There a number of ways to pay your rent. Click here for details. You will usually need your rent 'swipe' card - if you don't have one, please ring 01732 780999 and ask for the Finance Section, or e-mail alan.cashion@russethomes.org
I can't afford to pay my rent. What should I do?
- You should always contact your Area Housing Officer and explain your situation. They will try to help you sort out any problem and can give advice and help you get support. We have an arrangement with the Citizens Advice Bureau, who provide a free, confidential, debt counselling service for our tenants - ask your Area Housing Officer for details. We can also offer assistance with completing Housing Benefit or other forms to make sure you are receiving all the benefits to which you are entitled. <<back
How do I claim Housing Benefit
- You can pick up a form from either of our Regional Offices or from the Borough Council's offices at Kings Hill, Tonbridge Castle, Martin Square, Larkfield or - for Maidstone area tenants - Tonbridge Road, Maidstone. Our staff can help you complete the form, but you will have to provide the Council with supporting information before they can process your claim. If you have a query about your Housing Benefit you may need to contact the Borough Council, who are responsible for assessing and paying Benefit. The Council's phone numbers are 01732 844522 (Tonbridge and Malling) or 01622 602000 (Maidstone), or you can visit their websites: www.tmbc.gov.uk or www.maidstone.gov.uk. <<back
Repairs and Maintenance
My central heating's broken down. Who should I contact?
- You should ring Swale Heating, our contractor, direct on 01795 477098. If you have a problem they cannot sort out, contact your Regional Office and report the problem to them. <<back
There's a wasp's nest in my loft. Can you help?
Your heating contractor says they need to come and check my boiler. There's nothing wrong with it, so why do they need to do this?
- As a landlord, we are under a legal obligation to arrange for all central heating systems in tenants' homes to be given an annual safety check and service. To ensure we comply with this requirement, we have to make sure our contractors can enter your home to make sure there is nothing potentially hazardous. You can make an appointment with the contractor by ringing the telephone number on the letter they have sent you. <<back
I've an old sofa that I want to get rid of. Can you collect it?
- Contact the Borough Council who operate a bulky refuse service. There may be a charge for this, except for old fridges and freezers, which are collected free of charge. <<back
I have a large tree in my garden. How do I go about getting it pruned?
- The Association will only maintain trees in tenants' individual gardens in certain circumstances - contact your Area Housing Officer for details <<back
Housing Need
I'm about to become homeless. Can you help?
- If you are homeless, or threatened with homelessness, you should speak to one of the Council's Housing Advisors as soon as possible - we can make an appointment for you if you are not in immediate need. <<back
How can I get onto your Waiting List?
- To qualify you first need to be on our Housing List/Housing Register or our Transfer List. Pick up a form from any of our offices, write to us or telephone. <<back
Do you have a list of other housing providers in the area?
- Yes, some you can contact direct, but most will only accept nominations from the local Borough Council. Contact our Allocations Section on 01732 780999 for more details. <<back
Moving Home.
I'd like to move to a newly built house. What do I do?
- You need to be on our Housing List/Housing Register or on our Transfer list first. We publicise forthcoming releases of newly built homes through Home News and our Property Shops. <<back
One of your houses has just become vacant, and I'd really like to move there! Can you help?
- Let us know if you have particular requirements, but please always bear in mind that we strictly allocate empty homes on the basis of need, not awareness of where there are vacancies. <<back
Can I move to another area?
- Yes, but we have no direct influence on how other organisations allocate their empty homes. To begin with contact one of our own Housing Advisors for help. <<back
I'm on the Transfer List but have been told to also look for a Mutual Exchange. What is this, and what's the difference?
- You can maximise the opportunity to move if you are already a tenant by looking for another tenant to 'swap' housing with (a "mutual exchange"), as well as staying on the Transfer List for an empty home. Remember though you need our written permission beforehand. <<back
Home Ownership
Can I buy my home?
- You will only be able to buy your home under the Right to Buy Scheme if you are a tenant who transferred to us from Tonbridge & Malling Borough Council in January 1991 and you have been a tenant with us ever since. This is a 'personal' right, which you keep as long as you remain a tenant, although there are some restrictions on the type of property we can sell.
- We also operate the Right to Acquire Scheme, which applies to some of our newer homes, even if you do not have the Preserved Right to Buy, but again there are some restrictions.
- If you would like further information about either scheme, please contact Lena Martignetti-Clark, at Basted House, or email lena.martignetti-clark@russethomes.org <<back
What is Shared Ownership?
- Shared Ownership means that you part buy, part rent your home. You cannot buy your existing Association home on this basis. We are building a small number of new homes for sale on a Shared Ownership basis in partnership with Moat, a Kent based housing association who are Zone Agents for a number of Homebuy schemes. Click here for further information about Homebuy, or contact Moat direct on www.moat.co.uk or www.homebuy.co.uk. <<back
Getting Involved
I've just moved in. Is there a local residents' association?
- Contact our Community Investment Manager, Marilyn Smith, who will be able to put you in touch with your local residents' association, if there is one. If there is no formal residents' association in your area you could still become involved in the work of our Tenant Federation - check out the Federation's pages on this webside, or contact Marilyn Smith for more information. We are also very keen for volunteers to become involved in our Consumer Panel and help with the preparation and distribution of local newsletters. <<back
I'd like to help produce my local newsletter. Who should I contact?
- Marilyn Smith, our Community Investment Manager, is always delighted to hear from anyone who'd like to help. You can contact her on 01732 780999 or e-mail marilyn.smith@russethomes.org <<back
Neighbour Issues
My neighbour is having a noisy party - who should I contact?
My neighbour has an abandoned car parked at the front of his house. What can I do?
- The Conditions of Tenancy require motor vehicles to be kept in designated areas and to be road worthy and taxed (unless kept in a garage). Other than routine maintenance, car repairs are not permitted. Contact your Area Housing Officer with details such as exact location, make, colour and registration number. <<back
The children next door keep running across my garden. Can you help?
- If you have any problems with your neighbours, you can contact your Area Housing Officer for advice if you don't feel able to talk over the matter face to face. <<back
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