Tenant Guide
Tenant Handbook & Further Information
Introduction
Providence Properties have produced this tenant handbook to inform tenants of the procedures and requirements in force at the property.
It also provides tenant’s with useful contact information, addresses, telephone numbers and e-mail address of the personnel at Providence Properties who have day to day responsibility for the management of the property.
Any difficulties will be dealt with during office hours only - our opening times are Monday to Friday 10am - 6pm, Saturday 11am - 3pm, Sunday closed, unless in an emergency. Emergency numbers will be given to you when you move in. Our staff will be more than happy to assist you.
As you are aware from this point forth we are unable to transfer any utilities bills within the property so there fore it is important for you to immediately arrange for these to be transferred on the start of your tenancy, so therefore ensuring you don’t pay the utilities bills used by the previous tenants.
Contact Information
Managing Agents:
Providence Properties,
72 Victoria Road,
Headingley,
West Yorkshire,
Leeds 6,
LS6 1DL.
Telephone No: 0113 275 44 11
Facsimile No: 0113 275 33 11
Email: Info@providenceproperties.co.uk
General Information
This Tenants Handbook is intended to assist and ensure the safety and well- being of all tenants, their staff and employees, customers and visitors to the building as well as engendering and promoting harmonious Landlord & Tenant relations to the mutual benefit of all concerned.
The term and covenants contained within your Lease/Agreement and to which you should refer, this Handbook is intended to highlight day to day matters requiring your attention and set down ground rules for Good Estate Management.
Building Management
Providence Properties is responsible for the supervision of Building Services that are benefit to the tenants, and members of the public using the property. Any concerns or problems encountered with the property should be referred to Providence Properties direct.
Cleaning
Individual tenants or occupiers are responsible for the cleaning of their property as stipulated within their Shorthold Tenancy Agreement.
Health & Safety
The safety of all persons working in or visiting the property is of the utmost importance and any matter or incident within the common part which endangers safety MUST be reported to the Providence Properties immediately.
Fire Alarm Procedures & Systems
As Managing Agents we wish to stress that tenants have primary responsibility for the well being and safety of themselves and visitors in the event of Smoke Alarm Activation.
It is also their responsibility to ensure that they are aware of ALL procedures to be adopted in the event of Fire Evacuation.
They must also ensure that all other Fire Precaution matters are strictly observed – routine fire tests of individual systems, maintaining fire exits, ensuring escape routes are free from blockage and are accessible at all times, fire extinguishers are installed and maintained and generally minimise the risks associated with Fire.
In the event of the Smoke Alarm being activated, all occupants must vacate the property via the nearest exit route and make their way to a safe point.
It is the occupant’s responsibility to appoint a Fire Marshall who will liaise with the Managing Agents, Building Manager and Fire Brigade as appropriate and ensure that all tenants and visitors are accounted for.
On the sound of the alarm the building must be vacated as quickly as possible, in a controlled and calm manner.
Building Access Arrangements
Each property will have its own unique arrangements for access and exit and tenants are reminded to have regard to these arrangements. As a general rule, however, it is the individual’s responsibility to ensure that the property remains secure at all times.
In the event of a breach of security due to damage or a break-in howsoever caused, pleases contact Providence Properties immediately.
Car Parking
If car parking is available at individual properties, all motor vehicles, pedal bicycles, scooters, motor cycles etc are the owners risk and neither the Property Owner nor the Managing Agents accepts any responsibility for any damage how ever caused.
Prohibitions
Under the terms of your assured shorthold tenancy agreement we wish to highlight that you are NOT PERMITTED to store, or use any ILLEGAL OR ILLICIT SUBSTANCE in, or around the property or premises. You are not permitted to store any oil, paraffin, bottled gas, or use or permit to be used any oil, paraffin and bottled gas, electric heaters or cooking appliances of any nature other than those provided by the Landlord.
If such articles are found to be on the Property then appropriate action will be taken to remove all illegal or illicit substances without choice to individual tenants and the police will be informed immediately.
Property Details
Property Visits
All properties and premises will be inspected regularly. The purpose of such visits is to check the condition of the properties cleanliness, garden maintenance etc, and the way in which the tenancy is being conducted generally.
The Landlord and its Agents will have the right to inspect communal and common areas at any time without prior notification but in respect of bedrooms, a mutually agreeable appointment will be made to undertake an inspection UNLESS THERE HAS BEEN MATERIAL BREACH OF THE AGREEMENT.
Insurance
The landlord is responsible for the insurance of the property but tenants have responsibility for insuring their own personal effects and furnishings.
Deposit
A deposit will have been paid at the commencement of your Agreement. Providence Properties at all times except no responsibility in relation to deposits made payable to any landlord or associated party direct. It is held and monies will be deducted from the Deposit against any damages or expenses arising during your tenancy and will not be released until after you have vacated the property and all Rents and any other outgoings have been paid up to date.
Damage that will result in deductions from the deposit includes (but are not exhaustive):-
Damage to:
Furnishings
- Paint, paintwork and decorations
- Carpets, Wooden floorings
- Fridges, Cookers, Microwaves
- Doors, door furniture, window frames, glass
- Loss of keys, damage to locks and locking mechanisms
- Damage to any electrical item
- Pipes, drains, gulleys, toilet, sink and bath/shower
- Garden
- Door frames, skirting boards, walls and ceilings
Our role: Providence Properties manage your property. All rent and monies are always paid to us. If you have a problem, we will usually deal with it in the first instance. You will only deal with your landlord directly if he/she has given you a contact telephone number. If you have a problem, let us know at the office. We are happy to accept emails at:info@providenceproperties.co.uk
Should you have any problems here is what to do:
General Maintenance Problems
When calling with any problems or queries please have as much detail as possible in order for us to rapidly and effectively solve your problems or query. The more helpful you are the quicker and more efficiently we can solve the problem!!!
Emergencies
If you have a burglary or an emergency problem outside the office hours, there is emergency numbers available on our answering machine, (unless you have been given the landlord’s telephone number).
Burglaries should always be reported to the police and a crime number obtained.
Utilities
You must put the Council Tax, Water Rates, Gas, Electricity & Telephone accounts in YOUR NAME(S) – This can be done on the following Website: www.iammoving.comWE RESERVE THE RIGHT TO CHARGE AN ADMINISTRATION FEE TO YOUR ACCOUNT(S), SHOULD YOU FAIL TO DO SO.
Useful Numbers
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Postponing or missing a standing order payment
What happens: If for any reason your standing order for rent is not paid, a administration fee will be charged. If the payment has not been paid within 7 days there will be a further charge for being in arrears. If you miss a payment – we can accept payment by debit card, credit card or cash only; at our office (we do not accept cheques). We can accept card payments over the telephone. If for any other reason you are unable to pay your rent it is your responsibility to postpone the standing order from going through. You must immediately contact your bank, and request that they should transfer this payment into our account on a new given date. If you wish to hold the payment any longer than 7 days this must be formally agreed with the branch manager at Providence Properties prior to notifying your bank.
If your payment has been postponed for less than 7 days you then must write a letter and hand it in to our office explaining that the rent has been temporarily postponed until a particular date. If you fail to do this, you shall incur an administration charge from Providence Properties. (Refer to charges on page 9).
If it still remains unpaid a period of time we may commence legal proceedings against:
- You and your Guarantor
- Your co-tenants, who are jointly responsible
- Your co-tenant(s) Guarantor(s)
Taking Care of your Home
Cleanliness
SET A CLEANING ROTA – Your house must be kept in a clean and tidy condition.
- Cleaning. If we visit your property and find it in an unreasonable clean condition, you will be requested to clean it. If after 48 hours the property is still not tidy, we shall send our own cleaning contractors and charge you a minimum of £75.00 for this service. Refer to tenancy agreement conditions.
- Cookers. A good idea is to cover the base of the cooker (around the rings) with silver foil – this makes it much easier to clean at the end of your tenancy.
- Garden. If you rent the entire property, you are responsible for keeping the garden tidy.
- Locks. No locks / padlocks are to be fitted to bedroom doors – a charge for the removal of the lock, and if necessary the replacement and redecoration of the door could cost up to £250.
- Maintenance. Do not move furniture in the rooms. When putting up posters and pictures we advise never to use drawing pins, nails and blue tack as they can cause damage and you will be charged for this damage. You need to keep the property well ventilated all through the year. Open all windows regularly to avoid damp, staleness and smells!!
- Unnecessary use of the Fire Extinguisher will be charged accordingly.
- Do not cover smoke alarms or remove the covers or batteries.
- Keep security doors locked.
- If you have 5 Lever Locks – USE THEM! – They are there for your security.
- Never change locks to the front door, or any other door.
We do not provide cooking utensils / crockery or bins in the kitchen, nor do we provide bed linen etc.
Security
When you leave the property, we advise you: Leave a radio/TV on. Close all windows, and if there are locks – use them! Use all the locks on the outside door. Put the alarm on if you have one. If you have a security grill, lock it when you leave. Keep valuable items like cash, television, videos, DVDs, hi-fi and computers OUT OF SIGHT.
Do not label your property keys with an address or alarm code – this is a potential thief’s dream!! During academic holiday and times of extended absence try and leave curtains closed, and an upstairs light on (it doesn’t cost a lot,
especially if it deters a thief from entering your house.) In winter turn your water off from the stop tap (this will usually be found in either the kitchen or the basement). Empty all rubbish, this will cause unpleasant smells if left over the holidays. Wash up all plates and close all windows. Make sure that taps are not dripping. Sink plugs should NOT be left in the hole.
In winter – Turn off the mains water leave the central heating on minimum so that the pipes and boiler do not freeze over.
Telephone numbers
If you get a landline phone connected or change your telephone landline number – please let us know right away same applies to your personal mobile contact numbers.
General Maintenance
All problems please report to Providence Properties.Washing machines: If your washing machine breaks down and it has been supplied by Providence Properties, you can telephone the office and describe the fault (simply by stating that “it does not work” will not usually be enough). Detailed description such as “drum not rotating”, “water not getting hot” will result in a faster response. However, be warned that if you have not taken sensible precautions such as emptying loose change from pockets prior to loading the machine, you may be charged for the repair as misuse. It is better if you can report the problem to Providence Properties.
Showers: If you have problems with your shower give as much detail as possible like the water is not getting hot or is getting too hot or water pressure is low etc.
Consumables: You are responsible for consumables such as light bulbs, fluorescent tube lights, batteries for smoke detectors and door bells, vacuum cleaner bags and belts.
Fridge freezer: Defrost this regularly – every 2/3 months. (Make sure it does not flood the floor – if it leaks into the room below, you will be charged!!) Clean the rubber door seals. DO NOT turn off and leave the door closed. (The fridge will stink! And go mouldy!!)
Furniture: No foam filled furniture is to be brought into the property unless it is fire compliant.
Gas Fire / Cookers: Gas and Carbon Monoxide – Potential danger signs.
If your cooker flame or gas fire burns yellow/orange or there are stains or soot around the fire – turn off appliance and CALL US or EMERGENCY GAS SERVICE.
If you’ve got a headache and feel drowsy – turn off appliance and call us. If you have central heating then any gas fires are usually cut off (i.e. Do not work).
Cookers: note: We do not guarantee the automatic ignition to work.
Ovens: 9 times out of 10 if your oven doesn’t work it is because:
Gas cookers – the pilot light at the back of the cooker needs lighting. You will need to leave it burning for at least 30 seconds. You may have to hold a button while waiting for the pilot to stay on in these 30 seconds.
Electric ovens – if it is not working check the dial is set to manual not auto.
Alarms: If your alarm sets off accidentally etc – press RESET, after entering your code. If it starts ringing, it should disarm within 20 minutes. If it does not, contact us. You must never change the alarm code. If we need to gain access to the property and the code has been changed, we will have to charge you for an engineer to be called around.
Boiler: Lighting ignition – there should be instructions written on the boiler.
Timers – if you have a timer you may set it to come on at your convenience.
Hot water – your hot water could be connected to your central heating boiler or there may be a separate boiler. Again the lighting instructions are on the boiler itself (you may have to lift a flap to reveal the instructions).
Vacuum Cleaner: If you’re vacuum stops working, or it doesn’t work efficiently. First try: Cleaning the brushes, often hairs, strings and carpet fibres get stuck in the roller.
Bag – you may need to empty the bag or replace it with a new one.
Belt – if the rubber belt has worn, the roller won’t turn. You need to replace the belt
. Blockage – take the bottom off the vacuum and check suction pipe for blockage.
Plugs – check to see that the fuse hasn’t blown.
Then either call us (we may give you the number for an engineer to fix it) or bring it in and we will replace or get it serviced. If one of the above problems results in your vacuum not working, when you bring it in to us or an engineer, we shall charge you if subsequently the vacuum works and we have replaced it with another one. If a member of staff calls to your property to collect a vacuum, which turns out to be in good working order, we will charge you for our time.
Microwave: Do not put any metal items/silver foil or cutlery into the microwave, it may explode!!!! It is important that the microwave is cleaning regularly.
Saniflow Toilets: Do not throw any items into the toilet other than toilet paper.
Kitchen Sink: It is a good idea to buy a kitchen sink strainer, you may avoid unnecessary plumbing call out charges of approximately £35 to unblock your sink.
Tenant’s Responsibilities – This is very important!!
Renting a house does not simply mean that the landlord will fix or repair everything for you. YOU MUST act in a responsible manner. This means those small repairs and the day to day running of your property are your responsibility. Common problems, such as the following are your responsibility to fix/replace:-
- a boiler pilot light needs re-lighting
- replacing light bulbs and fluorescent lights
- batteries in smoke detectors(if not mains) and door bells
- unblocking a sink drain
- It is not advisable for electric items to be tampered with. In certain circumstances you may not be able to solve the problems. In this case, please inform us. We may charge you for certain item or we may repair it for you free of charge. This is at the landlord’s/agent’s discretion.
Noisy Neighbours
Excessive noise can make life a misery. The council’s noise service investigates a wide range of noise complaints from a variety of sources. Common examples include loud music, barking dogs, and burglar alarms. In addition to investigating domestic noise sources we also investigate noise from commercial businesses such as pubs, clubs and factories.
The service is available to everyone. For legal reasons we cannot accept anonymous complaints however, the details of the complainant will be kept confidential during the investigation.
In cases where noise nuisance has been proved an abatement notice will be served. If this notice is breached the perpetrator can be taken to court and prosecuted and a fine imposed. The fine can be up to £5,000 for domestic premises and up to £20,000 for commercial premises. Furthermore, if the person responsible for the nuisance breaches the notice persistently, their noise making equipment can be seized under warrant and retained to prevent further nuisance occurring.
Please call 0845 124 0113 or 0113 398 4760
Anti-social behavior and nuisance
Anti-social behavior (ASB) is any behavior that causes, or is likely to cause, harassment, alarm or distress to other people living in your neighborhood. If anyone threatens or disrupts the quiet enjoyment of other people, we will take action to make sure the nuisance stops.
Anti-social behavior covers everything from letting your garden become an eyesore to drug dealing or physical violence. For example:
- Playing your music too loud
- Dumping rubbish
- Threatening or swearing at neighbors
- Assault or physical violence
- Racist or homophobic abuse or graffiti
- Damaging neighbors' homes or property.
Crime and anti-social behavior
Many criminal acts are also classed as anti-social behavior - for example vandalism, drug dealing, abusive language and abusive behavior. The council's anti-social behavior unit will take action against the person committing such acts, but you should always contact the police first. Telephone 0845 6060606 to report any crime to the police, but if the crime is in progress or there is a danger to someone's life, ring 999.
Tenants and anti-social behavior
We expect that all tenants will act reasonably, and that most differences between neighbors can be resolved amicably without our involvement. Unfortunately, sometimes people will not change their behavior. If a tenant continues to be a nuisance to his or her neighbors, we will consider what the most appropriate action to take is and could include eviction for a breach of the tenancy agreement.
Please tell your local council office as soon as possible if a neighbor is causing a nuisance.
How to be a good neighbor
The best way to deal with ASB is not to let it happen in the first place. That means showing consideration for other people, and getting on with your neighbors. It's common sense.
- Introduce yourself when you move in - you could even become friends
- warn your neighbors if you are going to have a party
- keep your TV or stereo volume down at night
- train your dog so it doesn't bark unnecessarily.
Remember that you are responsible for the behavior of your children and visitors to your home. If they cause a nuisance, we will take action against you.
For further information see the Safer Leeds website
Bin Collection
For many of you it will be the first time you have lived away from home or outside halls of
residence and the first time you will be responsible for dealing with your own waste. Leeds
City Council wants to help you get to grips with responsibilities you now have as a resident of
Leeds.
Kerbside collections
You should have two different coloured wheeled bins. A black bin for general waste and a green bin for recyclable waste.
- These bins must be kept inside your garden at all times and must not to be left on the street.
- You must put the bins at the edge of the kerb outside your property on collection day from 7:00am.
- Your bin can only be emptied if it is out before the collection vehicle arrives.
- Bins must be returned to your property after collection, if you fail to return your bin you could be issued with a £100 fine.
What are my collection days?
Your black bin is emptied every week and your green bin is emptied monthly or fortnightly if you live in Headingley.
Your collection day should be displayed on your black bin lid and a calendar on your green bin. If these are not available you can find your collection day on www.leeds.gov.uk/waste or by telephoning (0845) 124 0113.
What can I put in my green bin?
Paper newspapers, glossy magazines, telephone directories, catalogues, envelopes,
junk mail and office paper
Cardboard cereal boxes, egg boxes, soap powder boxes, brown cardboard boxes and
glossy card
Cans all metal cans, food cans, drinks cans and pet food cans. Please empty and
rinse out before putting in the bin.
Plastic all plastic bottles or items displaying the following symbols:
Please do not put glass, food, garden or nappy waste in the green bins. Any non recyclable material must go in your black bin.
What can I put in my black bin?
General waste and non recyclables go in your black bin
How can I get rid of extra rubbish or large rubbish
If you telephone the environmental contact centre they will let you know how you can dispose of the extra rubbish free of charge.
Where can I recycle other items which cannot go in the green bin.
Leeds City Council operate household waste sorting sites across the city for residents to dispose of other household waste. The sites are open every day 9:00 to 5:00pm during the spring/summer and 9:00 to 4:00pm Autumn/Winter.
There are also over 300 bring sites across the city. They are usually found in supermarket car parks for you to recycle, glass, paper and textiles.
What can I do if my bin has not been emptied?
You need to check the following things:
- Did you put your bin out by 7:00am on your collection day?
- Were the correct materials put in the correct bin?
Your green bin must only contain paper, plastic, cardboard and metal food and drinks cans. Putting the wrong waste in the green bin can contaminate the whole collection meaning that all the waste collected on that round has to go to landfill, wasting the good efforts of your neighbours.
My bins are always full before collection day can we have more bins?
If you live in shared accommodation and there are more than five of you in the household you can have a bigger black and green bin. You must request these bigger bins through our environmental contact centre by calling:(0845) 124 0113
I live in a shared house so who is responsible for the bins?
Everyone living in the house is responsible for the bins. This includes putting the correct waste in the bins, putting them out for collection and returning them back to your property after they have been emptied.
Failure to comply to the procedures could result in everyone living in your house receiving a £100 fine each.
What will happen if my bins are left on the street?
Our enforcement officers patrol the streets daily to check if bins are being put back into gardens. If bins are repeatedly left on the street you could be issued with an £100 fine.
The last thing we want to do is fine anybody and doing so is a last resort after we have done everything to get you to use the scheme properly.
Please remember to be a good neighbour by keeping your street and garden clean and tidy. Other people live their too.
For more information about the services available to you with regard to waste and recycling please visit or telephone our environmental contact centre on (0845) 124 0113.
TV Licence
If your room doesn't have a lock on the door then you will only need one TV Licence per household. However properties with locks on bedroom doors will need a TV Licence per TV per lockable room.
Council Tax
All student tenants must provide us with their Council Tax exemption forms/slips as soon as they get them. Your bond/deposit could be delayed if this is not returned.
Water Rates
In all cases, payment of water rates is your responsibility and you should contact Yorkshire Water and arrange a new account in your name(s) as specified in your tenancy agreement.
Telephone and Broadband
If there is a telephone point connection in your rented property (which may not be connected) you must contact the supplier in question this could be NTL / BT and take over the service on the day you move in. You can do this by dialling direct inquires from your landline telephone. (For non working services see useful numbers on page 4).
Paying Your Bills
There are many opportunities in paying your utility bills whether you choose token meter, pre-payment, budget accounts or payment cards. You can conduct most of these transactions through your local Post Office or “Pay Point” outlets.
If you are locked out
You will be charged a fee for any assistance we give in gaining access to your property in the event you have been locked out. Charges vary according to the circumstances. Please contact our office for more information.
In the event of a Burglary / Break-in
In the unfortunate event that your property is burgled or broken in to, you should contact the police and then require to notify our office giving the Crime Reference Number where relevant and details of any damage and repairs that need carrying out.
Pay Points for bills & Gas/Electric tokens
There are several “PAY POINTS” where you can pay your bills and collect your gas / electricity tokens in Headingley and Hyde Park area. They are marked outside by a blue and yellow pay point sign. The main outlets to look out for are as follows;
Jackson mini-market (located Nr Hyde park picture picture house on Brudenell Road and neighbouring to the lounge cinema, North Lane).
Co-op late night store (located on Cardigan Road).
Day & Night late night store (located close to Hyde Park Corner & North Lane Headingley).
Post Offices (located on Brudenell Road, Woodsley Road and Arndale Centre, Headingley).
Contracts
Joint Contracts: It is very likely that if you live with more than one person then you will have a joint contract. This means that if someone in your house does not pay all their rent or causes damage we could ask any one of you or all of you to pay this instead. At the end of the year if there are any broken items, we shall charge everyone unless we know who caused the damage.
Any deviation from your contractual liabilities will mean that we either inform you personally, by telephone or by writing to you. This additional time and/or letters sent will be charged for each occasion.
We hope & trust that you have found this handbook useful, and if there is anything you do not understand or would like additional information or further assistance please do not hesitate to contact a member of staff whom will be more than happy to help you.
We from Providence Properties would like to thank you for taking the time and effort to read this handbook.
And aspire to wish you the very best, assuring you of our best attention, at all times thank you.
Providence Properties
The above are brief notes and do not supersede anything in your Tenancy Agreement which should be referred to for full details.