CCHM has so much to offer you:

• We are leaders in the Housing Management and support services we provide, creating opportunities and supporting you to achieve great things.

• We are transparent, approachable, and honest in everything we do.

• We listen to your needs and goals for the future and provide the support you require to help make these a reality.

• We have recruited the right individuals to join our team; they are compassionate, caring, and qualified to support your unique needs.

• We work in partnership with housing associations, property developers, and other organisations to ensure you are housed in a high-quality property that is safe and sustainable.

• Through our partnerships, you have access to training and educational courses, from confidence building, wellbeing, and softer skills development to a variety of industry-focused employability programmes to help secure employment.

CCHM will provide services that adhere to your tenant rights. These include:

• To ensure your home remains a safe environment for you at all times.

• Ensure your home remains in excellent condition by providing maintenance and repair support whenever it is required.

• CCHM will provide support services bespoke to your needs to help you live a more independent and comfortable life.

• CCHM will never change your rent charges or the terms of your license agreement without discussing such with you first.

• CCHM will operate according to all relevant laws to ensure your health, safety, and wellbeing are protected at all times.

Your licensing agreement contains further information about your tenant rights.

As a tenant, you have a number of responsibilities that you must fulfil. These include:

• Ensuring all rent and additional payments are made on time.

• Keeping us informed of your financial circumstances and if there are any changes to the income you are receiving.

• Maintaining your home to a clean and acceptable standard.

• Reporting any maintenance or repairs for your property as soon as you become aware of them.

• Allowing CCHM’s maintenance team access to your property to complete repairs.

• Being respectful to others at all times. This includes CCHM’s workforce and your neighbours.

• Keeping CCHM informed and up to date with your circumstances at all times. For example, let us know if you are going away for more than two weeks or provide written notice if you wish to end your tenancy.

Your license agreement contains further information about your tenant responsibilities.

As part of your tenancy agreement, you are required to make additional payments for personal support and personal utility usage. This includes your TV licence, gas, and electricity for your bedroom.

This service charge is separate from your rent payment and, it is your responsibility to ensure that this is paid directly to us.

You may also be issued additional charges for any of the following:

• Repairing any damages you have caused (e.g., broken windows).

• Replacing keys/locks.

• Misuse of the emergency repair service for non-urgent issues.

• Refusing entry to the property for maintenance or repair work to be carried out without any justified reason.

• A cleaning fee if you vacate the property and leave it in an unsuitable condition.

Your opinion matters to us, so if you have any feedback/compliments/complaints that you’d like to share with us we have made it as easy as possible for you to do so.

Please complete the feedback form below, including as much detail as possible. We understand that sometimes people wish to remain anonymous, so that’s okay with us also – we want you to feel comfortable having your say, and we respect your wishes.

Alternatively, if you would like to speak to a member of our team directly, please call us on 033 336 1159 or email us at info@cchousing.co.uk.

An emergency is anything that could place you, staff, or visitors in actual danger. It could also be anything that could cause serious damage to the property. Examples of emergencies include:

• Uncontrollable leak or flooding

• Broken window(s)

• No heating (during winter months)

• Total loss of electricity

• Exposed electrics, which pose an electrical risk

• Severe roof damage and leak

• All toilets are out of service

• Fire Alarm system failure

• No supply of water or hot water

• A burglary that results in a security risk

• Damaged lock – if you cannot enter or secure the property

• Carbon monoxide leak

However, our emergency contact phone is only available if urgent and important support is required – like those emergencies highlighted above. If the issue you would like to discuss is not an emergency, please call the office during our working hours (9-5.30).

If you find yourself in need of support during out-of-office hours, you can call 0333 366 1159.

If your home has issues with the heating and/or the hot water, a good place to start to attempt to resolve the problem is the boiler. It is common that boilers often have faults and require resetting. You can easily do this by turning it off/on again, which will hopefully kickstart the boiler once again.

However, some heating and hot water systems are controlled by a timer or thermostat, which is found on a control unit on the wall. Make sure that the timer is set to ‘on’ and that the thermostat is set to the desired temperature. If you have had to turn the switch to ‘on’ or turn the heating up, it may take some time to reach the desired temperature. If the timer is set so that heating and hot water is ‘off’ at the time you wish to use it, you may be able to get a supply for one hour by pressing the ‘heating advance’ or ‘hot water advance’ buttons.

If your boiler has lost pressure, you will see the pressure gauge on ‘0’. You may need to add pressure using the filling loop. Once the pressure is at the correct level you will need to turn off the filling loop.

If you have a top-up electricity or gas meter, you may have run out of credit and require a top-up.

If the guidance we have given above does not resolve the issue, please call our emergency contact line on 0333 366 1159.

The fuse box (also called the consumer unit) contains the main on/off switch for the electricity in your home.

The fuse box can usually be found next to the electricity meter, under your stairs, or by your front door. It has a circuit breaker that will automatically switch off the electricity by tripping a switch, breaking the circuit in the event of an electrical fault.

You will also find a row of smaller switches called mini circuit breakers or RCDs. These control the electricity to the lighting and socket circuits in particular rooms or parts of your home. They will trip out if there is an overload on a particular circuit (e.g., if a light bulb blows or too many electrical items are plugged into one socket).

Loss of electricity may be a result of a power cut or, if you have a top-up electric key meter, a lack of credit. Check to see if neighbours’ homes have also been affected by a potential power cut. If neighbours still have power, you may have to check whether a fuse has tripped in your fuse box. To do this you must:

• Open the cover on the fuse box.

• Turn all fuses to the ‘off’ position and turn them back on, one by one. If the circuit trips again, this will show where the fault is.

• Be aware that a faulty device may still be connected and may continue to trip the circuit until the device has been turned off or unplugged.

If the guidance we have given above does not resolve the issue, please call our emergency contact line: 0333 366 1159.

If you have a water leak, please call our emergency contact line on 0333 366 1159.

In the event of a leak, it is important that you identify what is leaking and make sure the water is turned off to stop the leak from getting worse.

If you notice a water leak in your home, please turn off the water at the stopcock and place a container underneath the source to avoid further damage.

Whilst CCHM does not offer care, we do work in partnership with care providers and can help you connect with the right people and organisations to ensure you receive the care services you need.

If you wish to leave your home, you must provide us with a minimum of 28 days written notice to terminate your tenancy, which must be in writing via a letter or email.

If you cannot write the notice, you may need to ask for support to do this. We cannot accept the notice to end your tenancy from somebody else unless you have provided us with written confirmation that you are happy for them to do so, or they have been appointed by the Court of Protection to manage your property and affairs.

Your notice can be emailed to info@cchousing.co.uk., handed to a member of our team, or delivered to your local office.

When leaving a property following the termination of your tenancy, you must:

• Remove all your personal possessions, including furniture you have purchased and any other unwanted items.

• Repair or replace any damaged items provided by CCHM.

• Clean your accommodation.

• Return all keys.

• Pay any outstanding rent or other additional payments due to CCHM.

CCHM may need to charge you for any costs incurred in performing these tasks on your behalf.