Moving in and moving out of
your council property
Our promise to you
Moving in and moving out of your council property
Medway Council Housing Services is committed to providing excellent customer
service by putting customers at the centre of everything we do. We hope that you
receive a high standard of service whether you are moving in to or out of one of our
council homes.
This leaflet sets out the processes for moving in and moving out of our properties.
It also identifies what we expect from you, our tenant, and what you can expect
from us, your landlord.
Moving in to your council property
MOVING IN
Housing Services wants moving in to your new home to be a pleasant experience.
We work hard to make sure that your home is safe, secure and in a good condition
when you move in. This section of the leaflet sets out our standards for dealing
with empty properties before you move in and what you can expect from us once
you move into your new home.
What will Medway Council do to my home before I move in?
Inspection
We will inspect every empty property within one working day of receiving the keys
from the previous tenant. All repairs needed to bring the property up to the Housing
Services lettable standard will be identified and ordered. All keys to the property will
be located and it will be made secure.
Improvement works
If a property that you are going to move into requires improvement work we will
consult with you before deciding whether to under take the work before or after
your tenancy begins. If we decide to carry out the work it may delay the start of
your tenancy. Improvement works will be linked into any repairs improvement
programme that is currently in place and if repairs are due in your property we will
aim to complete these once you have moved in.
What will Medway Council do to make sure that my property
is in a good condition for me to move in to?
We will make sure that the property you move into meets our lettable standards
that have been developed in consultation with our customers. Before you move into
your new home the council will make certain that it is safe and secure by
completing all essential repairs required to the property. We aim to complete as
much non-essential repair work possible, before you move in. However, we may
complete some non-essential repairs that are not a health and safety issue, after you
have moved in to avoid a delay in the letting process.
To make sure that your home is suitable for you to live in we will under take the
necessary repairs to meet our lettable standards that are set out in our voids policy.
If you would like to view the policy please visit our website or contact your housing
officer. Contact details can be found at the back of this leaflet.
Medway Council will not :
• provide incoming tenants with carpets or furniture;
• arrange connection to a gas or electricity supplier.
Please contact your housing officer or the Customer First Repairs Team to discuss
any other repairs that you think should have been carried out.
What will happen when I move in?
Getting in
We will give you a set of keys for each of the locks in your new home when you
sign your new tenancy. If you want any extra keys, you will have to pay for them
yourself. If your home is fitted with any shared key fob systems for example; shared
entrance doors, you will need to buy extra fobs from us.
Improvements and other repairs
We will inform you of any improvement works that are due to take place in the first
12 months of your tenancy starting. This information is set out in the council’s Asset
Management Strategy. If during the course of your tenancy you require any other
repairs to your property you will be able to report them to the Customer First
Repairs Team. Contact details are provided at the back of this leaflet.
Connecting your services
While we will make sure that there are safe gas and electricity supplies to your
property, it is down to you to contact the suppliers of your choice to set up accounts
and arrange for connection. It is also your responsibility to choose your own landline
telephone company and arrange connection and to inform the water company of
your new address to set up a new account.
Home contents insurance
It is your responsibility to take out contents insurance to protect your belongings
against fire, theft and flood. We have arranged for Jardin Lloyd Thompson, an
insurance service provider, to offer an affordable home contents insurance scheme
to our tenants and leaseholders. For details and an application form, phone Jardin
Lloyd Thompson on 01962 844454 or contact your housing officer.
Tenants welcome pack and housing officer visit
When you move in to your new home we will provide you with a tenants’ welcome
pack. This will provide helpful information on topics such as understanding your
tenancy, how to get involved, how to request a repair and useful contact numbers.
To make this process easier for you there is a Notice of Termination of Tenancy form
available on request from the council. To obtain a copy of this form please contact
your housing officer or Customer First. Contact details can be found at the back of
this leaflet.
Your housing officer will also visit you within six weeks of you moving in to your
property. This visit is to make sure that you are settling into your new home and
that you do not have any issues or concerns. A satisfaction survey will be carried out
to find out whether you were happy with the condition of the property when you
moved into it and the services we are providing to you.
What if a tenant cannot sign a termination form?
Moving out of your council property
MOVING OUT
Housing Services wants to ensure that you find ending a tenancy with us as straight
forward as possible. This section of the leaflet sets out what you need to do when
ending your tenancy. It also identifies what Medway Council expects from you and
what you can expect from the council when terminating your tenancy.
How do I end my tenancy?
Give the council notice
If you are planning to move out of your home you must give Medway Council
notice. When doing this please note the following:
• You must give the council written notice that you wish to end your tenancy,
stating the date you wish to leave.
• You must give the council four weeks notice that you wish to end your tenancy
and the notice must end on a Monday. We may agree to end a tenancy on
shorter notice if you or the tenant is moving to a residential home or the tenant
has died and you are a family member dealing with their affairs.
• Medway Council will start the date of notice the following Monday after the
letter is received.
• You will be responsible for paying your rent until the end of your notice.
• You should inform us if you leave the property before the end of your notice
period.
If you move out without telling the council, you will carry on being charged
rent until the tenancy is ended either by yourself or through a court order to end
the tenancy.
It is in your interest to tell us that you have moved, if you don’t considerable rent
arrears may build up on your tenancy. This will affect your re-housing prospects in
the future.
Sometimes a tenant is unable to sign a termination form because of health reasons.
A relative can sign the termination form on the tenant’s behalf if they have one of
the following:
• power of attorney;
• a letter of administration;
• written confirmation from a doctor or social worker that the tenant is unable to
return home.
What if the tenant has passed away?
While we would normally require four weeks notice to end a tenancy, in these
circumstances we will accept a minimum of two weeks notice. If the tenant was in
receipt of housing benefit this will cease on the Monday following the death of the
tenant. This will mean that two weeks full rent will be charged to the estate of the
deceased.
A Tenancy Termination form is available from the council for relatives to notify us of
the death of a tenant. To obtain a copy of this form please contact your housing
officer or Customer First. Contact details can be found at the back of this leaflet.
What happens once I have given notice of my tenancy?
Inspection of the property
Medway Council Housing Services actively encourages tenants to leave the property,
garage and garden areas in a clean and tidy condition as laid out in your tenancy
agreement. Your housing officer will arrange to visit you before the end of your
tenancy to carry out an inspection of the property.
This visit will allow Housing Services to:
• identify and agree any improvements to the property that you have made for
which you may be eligible for compensation;
• identify and agree with you any rechargeable repairs that will be your
responsibility to pay for, as per our rechargeable repairs policy. The policy can be
obtained via our website or on request. Contact details can be found on the back
of this leaflet;
• identify and notify contractors of any repair work that the officer feels are
required at the property before it is re-let.
Outstanding rent
During the inspection of your property the housing officer will inform you of the
status of your rent account and any sub accounts you have. You can also contact
your housing officer to check your rent balance prior to this. You must pay any
outstanding rent that you have on your account before leaving your property. If
circumstances mean that you are unable to do this, you may be able to arrange an
affordable payment agreement with the council.
Tenancy Termination Incentive Scheme
Who else should I let know I’m moving?
Payments will be offset against any rent arrears owing on the rent account once the
tenancy is terminated and all housing benefit payments have been adjusted.
£40
4 weeks notice
£60
Property left empty, clean and in good decorative order.
Gardens have been left manageable were appropriate
£20
All keys returned
£20
No debts on electricity and gas meter
£20
Pre-termination visit by housing officer
£20
Net curtains left at windows
£20
Viewing in occupation (accompanied)
Please speak to your housing officer about applying for any of the above cash
incentive payments.
You should inform the following services that you are moving:
• Medway Council Housing Revenues and Benefits Service – to update council tax
and housing benefit records.
• The companies that supply your water, gas and electricity - take your own meter
reading in case of any later disputes.
• The company that supplies your telephone service
• The TV licensing - to transfer your TV licence.
• The Post Office - to redirect mail to your new address
What should I do when leaving my property?
When you are leaving your property Medway Council expects you to:
• leave the property clean and tidy and remove all of your belongings, including all
rubbish, furniture and carpets. It is your responsibility to pay for the clearing out
of your property. You will be charged for the removal of any items left in the
property (including the garden, drive, garage, loft and sheds) and for cleaning the
property if it is left in poor condition;
• try not to damage the property or decorations when moving out. You will be
charged for any damage caused;
• leave all the landlord’s fixtures and fittings attached to the structure in the
property for example; kitchen units, doors, storage heaters and gas fires. If in
doubt, check with your housing officer;
• leave the property secure, with all the windows and doors shut;
• turn off all services at the mains before you leave. You must not leave any bare
wires or open gas pipes. For safety reasons, you should arrange for a qualified
electrician or gas fitter to disconnect the cooker;
• return all keys, including garage and shed keys where applicable, to the council
by 12noon on the Monday that the tenancy ends. If they are returned after this
you will be charged an extra week’s rent. You will be given a receipt for the keys.
If keys are not returned you will be recharged for the cost of changing the locks.
If you have large items of furniture or carpets to be removed, you can contact
Customer First to collect up to three items for free on 01634 333333. Please contact
them well before your moving date so they have time to arrange for the collection.
You can also take household rubbish to the household waste and recycling centres,
located across Medway.
Housing Services will offer an incentive payment of up to £200 to tenants who meet
all the conditions set out below.
To qualify for any of these payments you must have been a council tenant, at the
property you are leaving, for 12 months or more and a valid notice must have been
completed to notify the council that you are leaving.
Useful contact details and websites
Age UK (advice)
0800 1696565
Age Concern Medway
(Mon-Fri 9am-5pm)
01634 572616
British Gas
0800 0480202
www.ageuk.org.uk
[email protected]
www.britishgas.co.uk
Citizens’ Advice Bureau
01634 888182
Chatham and Gillingham
Office
www.adviceguide.org.uk
Environmental Health
www.medway.gov.uk/environment
01634 333333
[email protected]
Southern Electricity general enquiries:
Electricity and gas
0845 0713953 (local rate)
Pay as you go electricity 0800 9800414
Pay as you go gas
0800 9800427
www.southern-electric.co.uk
TV Licensing
Medway Revenues and
Benefits Service
www.tvlicensing.co.uk
(you can also transfer your TV license here)
01634 332222
[email protected]
Fax: 01634 332 839 TextRelay: 18001 01634 332222
Making a compliment, comment or complaint
If you have had a positive experience with Medway Council Housing Services please
let us know. If, however you are unhappy with the service you have received and you
want to make a complaint or suggestion contact us using one of the methods below:
Email:
Phone:
Write to:
[email protected]
01634 333065
Service Improvement Team
Medway Council Housing Services,
Gun Wharf, Level 2
Dock Road, Chatham, Kent
Kent ME4 4TR
Who to contact
☎
☎
Customer First
01634 333333 (Mon-Fri, 8am-8pm and Sat, 9am-1pm) or 01634 304400 (for
out-of-hours emergencies)
Housing Officers
01634 333601 or free phone 0800 0730073 (Mon-Fri, 9am-5pm)
Housing Services, Medway Council, Gun Wharf, Dock Road, Chatham,
Kent ME4 4TR
Email: [email protected]
Website: www.medway.gov.uk/housing.aspx
Minicom: 01634 333111
☎
Repairs
Customer First Repairs Team: 01634 333601 or free phone 0800 0730073
(Mon-Fri, 8am-8pm and Sat, 9am-1pm) or 01634 304400 (for out-of-hours
emergencies)
Email for repairs: [email protected]
This information can be made available in other formats
from 01634 333333
If you have any questions about this leaflet and you want to speak to someone in your own language
please ring 01634 335577
G4209 Published April 09. Designed by Medway Council’s Communications Team. www.medway.gov.uk/communications
Printed on recycled paper