Resident Handbook General information and services · General information and services Resident Handbook Information and services. 2 Information and services 3 Information and services

General information and services

Resident Handbook

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www.radian.co.uk Information and services2 3

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Radian Direct: 0300 123 1567 Out-of-hours: 0800 783 8937Radian Direct: 0300 123 1567 Out-of-hours: 0800 783 8937 3

ContentsRadian

Background 4How we manage and 4 govern Radian

Area PanelsWhat area are you in? 5Who makes up an 5 Area Panel? Why these Area Panels 6 were createdWhat is the 6 Residents Council?Why we made 6 these changesWhat’s in it for you? 6

Service standards – 7 what you can expect Maintenance of communal 8 gardens and open spaces Complaints 9

Data protection 10Homes to buy 11Renting a garage 12Housing for over 60’s 12Support to live 13 independently in your own home Need help and support? 14Our offices – and 15 their opening times

Maps 15–17

Welcome to the Radian Resident Handbook. We hope it will help to answer any questions you have about your home, your tenancy and our service.If you can’t find the information you need in the handbook, just give us a call.

Customer servicesRadian Direct, our customer services team will answer your calls and deal with your enquiries quickly and efficiently, or put you in touch with the correct person to help you.This team will be your first point of contact when you call at our offices. They are there to offer help and information on all our services.Visit our website for more useful information.

More InformationYou should find the information you need in this booklet and the others enclosed with your handbook pack. We have kept the information short and simple to make the

If you do not have some of the information referred to in this booklet and would like to receive a copy, you can fill in and return the freepost postcard enclosed with your handbook pack, call Radian Direct, or visit our website www.radian.co.uk

handbook easy to use. If you need more information, use the freepost postcard enclosed with this pack, or call us.This handbook is for guidance only and does not form part of your tenancy agreement, which is a legal document covering the terms of your tenancy.

Contact detailsRadian Direct: 0300 123 1567 Opening times: Monday – Friday 8.30am – 5pm (Thursday until 7pm). Please note that we are closed between 10am – 12.30pm on the first Wednesday of the month.Out-of-hours: 0800 783 8937Textphone number: 07764 309062www.radian.co.uk

About residents’ photosSome of the photos published in this booklet are entries from our Radian Residents Photo Competition.

For information about having this or any of our documents translated, please contact us. We also use language line for telephone translations. On request we can also provide you with a version in large type or on audio tape.


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Radian Direct: 0300 123 1567 Out-of-hours: 0800 783 8937

Avon• Bournemouth Borough

• Christchurch Borough

• East Dorset District

• Isle of Wight

• New Forest District

• Borough of Poole

• Wiltshire

Solent• Eastleigh Borough

• Fareham Borough

• Gosport Borough

• Portsmouth City

• Southampton City

• Test Valley Borough

• Winchester City

Longwood ParkCommunity Board

Thames• Bracknell Forest Borough

• Reading Borough

• The Royal Borough of Windsor & Maidenhead

• Wokingham Borough

• Wycombe District

• Aylesbury Vale District

• Guildford Borough

• South Bucks District

• Slough Borough

Rother• Basingstoke and Deane Borough

• Chichester District

• East Hampshire District

• Hart District

• Havant Borough

• Rushmoor Borough

Aylesbury

Windsor

PetersfieldEastleigh

Ringwood

Langley

Area PanelsWhat area are you in?

Who makes up an Area Panel?

Radian – backgroundFormed in 2006, Radian is a partnership between Drum Housing Association, Longwood Park Ltd, Swaythling Housing Society, Windsor Housing Association and Portal Housing.This partnership brought together skill and experience in: • house design• building sustainable new

and regenerated homes• investing in and looking

after communities• high-quality care and

supported living.We also share costs and resources across the group, to help reduce running costs and provide better services to you.

Most of our housing stock is for general needs, but we also provide homes for over 60’s and supported housing accommodation, as well as homes for key workers, shared ownership, market rent and private sale.

How we manage and govern RadianYour tenancy is with one of Radian’s group members: Drum Housing Association, Portal Housing Association, Windsor Housing, Swaythling Housing Society or Longwood Park. We introduced Area Panels as a way of giving you more influence in the way we run our services. The areas are shown on the map opposite.

The panels are led by residents. They also include four independent members, such as individuals with particular skills and experience.Radian staff work with each Area Panel.

Photographer: Sue Msehli


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Service standards – what you can expectArea PanelsWhy these Area Panels were createdRadian is proud to be a housing and care business. We constantly look for ways of improving our service to our residents and people who need our care and support services. We are governed by one board and five Area Panels, and this structure ensures that we focus all our efforts efficiently and economically on achieving our aims. It means we have fewer meetings, keep costs down, simplify the decision-making process and achieve more. Most of all, it means we put our residents at the heart of everything we do.

We want to make sure you can directly judge, review and influence the style, range and quality of services you receive.

We always want to improve the way we work and the standard of services we deliver to you, and we think the best way to do this is to get you involved so you can have a real say.

Area Panels are a key part of our management structure and link ultimately to the Board. Each Area Panel also has representatives on our Residents Council.

What is the Residents Council?The Residents Council is made up of representatives of the Area Panels.The Residents Council talks regularly with the Board, so board decisions take your views fully into account.

Why do we have a Residents Council? • to give you more say• to ensure you are the focus

of everything we do• to put decision making at the

heart of the communities that we serve.

What’s in it for you?You can review and influence:• your local services• the decisions we make• our plans for the future.

Our Customer Charter gives you details about the quality of service you should expect from us.

If you would like a copy, you can use the freepost postcard enclosed with this pack, call Radian Direct, or visit our website www.radian.co.uk

Equality and diversityRadian values diversity and we encourage a culture that challenges prejudice and opens up opportunities. We are committed to using our resources to create positive results for the communities we serve and work with to create an environment where people flourish.

The Charter includes:• treating you as you want to be

treated and responding to you promptly, fairly and politely

• offering you a choice of ways to get involved and influence the way we do things, this means you can help shape the way we make decisions, and improve our delivery of services to you

• regularly giving you clear information so you can judge how we are doing and help us keep improving

• saying sorry when we get things wrong. We try our best to put things right and learn from our mistakes. If you want to make a complaint, the process is clear and easy to use

• always looking at whether we are making the best use of money. We call this getting value for money. We keep you up to date on how we are spending money, how we are saving it and what any savings are being used for.


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Maintenance of communal gardens and open spaces ComplaintsWe maintain a number of communal gardens and open spaces. Each year we aim to make 20 visits to these areas (24 visits for sheltered and market-rent schemes). If you would like to check our responsibility in your area or have suggestions for improvements, please contact Radian Direct. Grass cutting usually takes place from March until end of October. Grass should not be longer than 75mm on half the site. Edges are strimmed or sprayed. We do not remove cuttings on every visit except for sheltered and market-rented schemes.We cut hedges to maintain a tidy appearance and keep clear pathways, parking areas, windows, doorways and entrances. Hedges need pruning at different times of the year.We prune shrubs to keep clear the windows, paths, doorways, fire escapes, meter boxes, alleyways and parking areas. We control weeds in shrub beds with chemicals or hand weeding. Cultivation, raking and edging of shrub beds take place as needed.

Litter picking of grass, shrub beds, paths and car-park areas takes place on every visit.Sweeping of paths and hard surfaces takes place to remove spilt mulch, grass clippings and fallen leaves. Weed-killing to hard surfaces and walls takes place when needed.Work on small trees takes place when needed. Tree stakes and ties are removed when no longer needed. We do all we can to protect trees, making detailed assessments of their condition. We seek permission to do work on trees that have Tree Preservation Orders.

Photographer: Erving Newton

How to make a complaintIf you are not satisfied with our service, please tell us so we can put things right and prevent it happening again.Complaints include concerns about:• the level of service we

have provided• the attitude or behaviour of

staff or contractors• a decision we have made• if you think a decision was

not made according to the relevant policy.

To make a complaint you can:• call us on 0300 123 1567• write to us at the address at the

end of this booklet• visit us at our Eastleigh,

Ringwood, Petersfield, Slough or Windsor offices

• contact us via our website.

If you would like a copy of our complaints leaflet, you can use the freepost postcard enclosed with this pack, call Radian Direct or visit our website www.radian.co.uk

Photographer: Mollie Clothier


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Homes to buyData protectionWe ask for certain personal information about you from time to time. We hold this securely on file so that we can use it to provide you with a range of services connected to your tenancy, as well as other appropriate services, such as language translations, Braille, audio, or care information.This information includes:• your personal details, including

name, address, telephone number• other personal information (such

as gender, race etc) – this is used for statistical monitoring and will not be published or used in any way that identifies you as an individual, unless we have your permission

• names and dates of birth of people who live in your home

• an up-to-date record of your rent payments

• details about any housing issues, for example neighbour disputes

• medical information only where relevant or appropriate.

We are registered as a Data Controller with the Information Commissioner (ICO) and any personal information we receive from you or a third party (such as a doctor or social worker) is protected under the Data Protection Act 1998.

Information may be shared with other Data Controllers (such as local authorities, Government departments, and other agencies we work with) to provide our service to you, ensure the quality of that service and also to prevent and detect tenancy fraud. In some circumstances we may be obliged by law to disclose information, for example where it may be needed to prevent or detect a crime. As a landlord, we may also share your name and address, or forwarding address, with the utility companies that provide services to your home.Other points:• when you contact us we may ask

questions to confirm your identity• we only supply references about

you as a tenant if we have your signed permission to do so

• you are entitled to see and check any information we hold about you, although we may charge a fee for providing it

• telephone calls inbound and outbound may be recorded for training purposes.

For more information about our Data Protection policy, you can use the freepost postcard enclosed with this pack, or call Radian Direct on 0300 123 1567

Further information can be found at www.radianhomes.co.uk or by calling our Sales Customer Service Team on 0800 232 1319

Help to Buy AgentsGovernment appointed Help to Buy Agents will check your eligibility for the Help to Buy schemes, including Shared Ownership.To be able to register your interest in buying a Help to Buy home, whether it’s a Radian home or a home offered by another Housing Association, you must register with the local Help to Buy Agent for the area you want to live. They will do an initial assessment to check you fit the criteria for the schemes, and that home ownership will be affordable for you at the time of your application.Visit www.helptobuy.org.uk to find a list of the Help to Buy Agents in your area.

Every year, our home ownership service enables hundreds of first time buyers and other purchasers to become home owners.Options available include Shared Ownership. This Help to Buy scheme enables you to purchase a share in a home from 25% to 75%, and pay a low cost rent on the remaining share you don’t buy. Homes could be brand new or second-hand (known as ‘resales’). Because you don’t need a mortgage for the full market value or a high deposit, many first time buyers can step on to the property ladder with the help of Shared Ownership.


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Support to live independently in your own home

Housing for over 60’s

Renting a garageWe have garages available for rent in some areas that we cover. These are:• let on weekly licences• let on short-term agreements• cheaper than private rentals• designed for vehicles rather

than as secure or weatherproof storage for other belongings

• not insured by us for contents.

Please note garages are not available for:• business use or business storage• storing fuel and other flammable

items• carrying out any major or

commercial vehicle repairs.

To check availability of garages or for an application form, please visit www.radian.co.uk or call Radian Direct.

This may suit you if you want to live independently in a smaller and easier-to-manage home. Our schemes are designed for independent living, with the added security of an alarm system and an independent living officer.

If you would like more information about our housing for the over 60’s, you can use the freepost postcard enclosed with this pack, call Radian Direct, or visit our website www.radian.co.uk

Radian Lifelink provides peace of mind through a pendant worn around the wrist, neck or attached to clothing. Lifelink offers independence and safety at home and in the garden! When you press the pendant at any time of the day or night, it connects to our friendly, specially trained operators. So if you have a fall or another emergency, help can reach you quickly.

If you would like more information, you can use the freepost postcard enclosed with this pack, call Radian on 0300 123 1567, or visit www.radian.co.uk


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If you are not sure which area you are in, please look at the map on page 5.

Collins House Bishopstoke Road Eastleigh SO50 6ADOpen: 8.30am–5pm, Monday to Friday

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Need help and support?Need advice about tenancy-related concerns?We offer short-term confidential support to help you maintain your tenancy. Here are some of the things we can help with or advise about:• paying your rent and other

bills for things like energy and furniture

• what to do if you have been served with a Notice of Seeking Possession

• getting some general support that will give you extra peace of mind.

Questions about benefits, tax credits or pensions?We offer specialist advice to help you claim benefits you’re entitled to. We can guide you through your benefit claims, talk to benefit offices on your behalf, and help you challenge decisions you think are wrong. If you’re worried about changes in benefits rules and how they affect you, we can suggest options to help.

Need help finding work or work experience? Need help with a CV or interview?We offer practical job-hunting help and tailored training. We have well-trained volunteer mentors who can give you one-to-one support, help you develop your skills, and point you towards job opportunities.

Adapting your home for independent livingIf you or a member of your family has a disability or mobility problem, we can help by making adaptations, such as steps, grab rails, bath-lifts and many more. More information is in the ‘repairs and maintenance’ handbook.

All these services are free to Radian residents. Please contact Radian Direct on 0300 123 1567 or fill in and return the freepost postcard enclosed with your handbook pack.

Our offices – and their opening hoursIf you have a general enquiry, you can drop into any of our offices listed below during opening hours.If you would like to see your neighbourhood officer, please call us on 0300 123 1567 first to make an appointment and confirm where it will take place.


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Drum Court, The Spain, Petersfield GU32 3NGOpen: 8.30am–5pm, Monday to Friday

Endeavour House, Crow Arch Lane, Ringwood BH24 1PNOpen: telephone beforehand to check office is open.

Ground Floor, Byron House, Common Road, Langley, Slough SL3 8TNOpen: 9am–12 noon, Monday to Friday

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A272 A272A272

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A27A27

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A3

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A31

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A4

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A34

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M20M26

M23

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A31 TO POOLE

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R I N G W O O D

Crown Copyright . PU 100040256.Give Way 2010 TM Tel: 0800 019 0027.

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Bournemouth(A338)Poole (A349)

The WESTWimborne

A31

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RingwoodB3347


RingwoodB3347

WinktonSopley B3347

Town centreMarket Place

Poulter

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ChristchurchBournemouth(A338)(B3073

Verwood(B3081)

(M27)

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SouthamptonA31 (M27)

(M3)Winchester

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N

Public Transport

By Rail, Bournemouth Station. Approximately 20 minutes by taxi to our building.For information on train operators and times phone National Rail Enquiries on 0845 7484950.

By Air, Bournemouth Airport. Approximately 15 minutes by taxi to our building.

RadianEndeavour HouseCrow Arch LaneRingwoodHants BH24 1PN

Tel: 0300 123 1 567Fax: 023 8062 8390

SalisburyFordingbridgeA338Ringwood(B3347)

Ashley HeathThree Legged CrossHortonMoors ValleyCountry Park

St. LeonardsFerndownWimborne

Verwood(B3081)

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A338

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A35

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A35

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A36

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11

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3

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12

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WindsorEton

WindsorEton

Rother Area Office Avon Area Office

Longwood Park Area Office Thames Area Office

Parkside House, 33–39 Sheet Street, Windsor SL4 1BYOpen: 8.30am–5pm, Monday to Friday


Info

rmat

ion

and

serv

ices


This document is our tenant’s handbook. If you would like this or other documents translated, please contact us. We use Language Line for telephone translations.

رةاه'اآ'(tenant’s handbook).أوااهدآإذاىااتاذ(Arabic)اًء.ام(Language Line)

ا.

(tenant’s handbook) (Bengali) (Language Line)

此文件為我們的房客手冊(tenant’s handbook)。如果您想要此文件或其他文件翻譯為中文(Chinese)，請與我們聯系。我們使用語言專線(Language Line)提供電話翻譯服務。

ان'اراهب')tenant’s handbook(ا.ااهانرانزر)Farsi(در،ًس.ا

هاز)Language Line(دا.

Dieses Dokument ist unser Mieterhandbuch (tenant’s handbook). Wenn Sie eine deutsche (German) Übersetzung dieses oder anderer Dokumente wünschen, teilen Sie uns dies bitte mit. Wir verwenden Language Line (Language Line) für unseren Telefon-Dolmetschservice.

(tenant’s handbook) (Gujarati) (Language Line)

(tenant’s handbook) (Hindi) (Language Line)

Ten dokument to nasz podręcznik dla lokatorów (tenant’s handbook). Jeżeli chcieliby Państwo uzyskać tłumaczenie tego lub innych dokumentów na język polski (Polish), uprzejmie prosimy o kontakt. Korzystamy także z usługi tłumaczeń telefonicznych (Language Line).

(tenant’s handbooks)(Punjabi) (Language Line)

Dukumeentigaani waa buuggayaga tixraaca ee dadka guryaha kiraysta (tenant’s handbook). Haddii aad jeclaan lahayd in dukumeentigaan ama kuwo kale laguugu turjumo Soomaali (Somali), fadlan nala soo xidhiidh. Waxaanu turjumaadaha telefoonka u isticmaalaa Khadka Luuqadda (Language Line).

Bu doküman, kiracı el kitabımızdır (tenant’s handbook). Bu dokümanın ya da başka dokümanların Türkçe’ye (Turkish) tercüme edilmesini istiyorsanız, lütfen bizimle irtibata geçiniz. Telefon görüşmelerinin tercümesi için Dil Hattı’nı (Language Line) kullanıyoruz.

راہودہ'ہدارہا'(tenant’s handbook)ہے۔ااتودداسپہےراہں۔ہٹنںےےہمہےہںاں)Urdu(اردوہ

(Language Line)لاں۔ہے

Radian Collins House Bishopstoke Road Eastleigh Hampshire SO50 6ADPhone: 0300 123 1567 Website: www.radian.co.uk

January 2016

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