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Adactus Housing Association

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Last updated 14/11/2016

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  • Introduction

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    Friends, family and neighbours often help our tenants out by contacting us on their behalf. This is particularly important if the tenant finds it difficult to make contact with us themselves for reasons of incapacity or infirmity. We want to support people who help our tenants and so have a policy in place which achieves this without placing us at risk of tenancy fraud or of failing to protect our tenants' personal data.

    We also receive calls from councillors, care workers, etc representing our customers. We will endeavour to help all callers, keeping mindful of our responsibility towards our tenants.

  • What to expect when you contact us on behalf of a tenant

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    If you contact us by phone or in person, you will be asked to identify yourself. This is an essential part of our approach to combating tenancy fraud and protecting our tenants' personal data.

    Once we have established that you are calling on behalf of a tenant, we will ask to speak to the tenant to confirm they are happy to have you speak on their behalf. If possible, please call us when you are with the tenant. If the tenant gives us their permission, we will be able to talk to you, making a record of your name and what was discussed.

    If the subject you are calling about is an emergency (e.g. a major leak in the tenant's home), please make us aware of this and we will deal with your request urgently.

  • What to do if you contact us frequently on behalf of a tenant

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    Some tenants require a friend, relative or neighbour to contact us on their behalf repeatedly. To cater for this situation, we ask the tenant to complete a declaration form naming the person(s) who they want to authorise to represent them. We will review this declaration and if approved, we will record it on our system, so all our staff can see who they can talk to about that tenant's home and other issues. A declaration form can be requested by contacting our connect contact service.

  • Professionals representing tenants

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    When we are contacted by a councillor or MP about a tenant, we request and record the name, council and ward or constituency represented. We will discuss queries or requests related to repairs. However, we will not be able to discuss matters related to rent or housing applications or other personal issues without the permission of the tenant.

    We take the same approach when contacted about a tenant by a social worker/support worker.

    When we are contacted by a solicitor we ask that the tenant's written authorisation is provided before we can act on the request.

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  • 14/11/2016

    Updated by Athanasios Protopapas on 14/11/2016 09:21:32

    Comment: Updated details regarding seeking permission to contact MPs and reviewing/approving Declaration Forms for tenant representatives.

    Details: (show)

    Chapter titled "What to do if you contact us frequently on behalf of a tenant" content changed.
    Chapter titled "Professionals representing tenants" content changed.

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  • 07/05/2014

    Updated by Athanasios Protopapas on 07/05/2014 13:48:28

    Comment: Added tag on tenancy contact authorisation

    Details: (show)

    New Tag assigned "tenancy contact authorisation".

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  • 23/09/2013

    Updated by Athanasios Protopapas on 23/09/2013 17:33:34

    Comment: Annual review - no update required

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  • 14/02/2012

    Updated by Athanasios Protopapas on 14/02/2012 09:28:59

    Comment: Deleted reference to age in intro

    Details: (show)

    Chapter titled "Introduction" content changed.

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  • 03/02/2012

    Updated by Chris Smith on 03/02/2012 17:08:23

    Comment: New article

    Details: (show)

    New Document created; title:"Contacting us on behalf of a tenant who is a friend or relative", subTitle:"", cover image:"phone key pad.jpg".
    New Chapter added; title:"Introduction" image:"" order:"0".
    New Chapter added; title:"What to expect when you contact us on behalf of a tenant" image:"" order:"1".
    New Chapter added; title:"What to do if you contact us frequently on behalf of a tenant" image:"" order:"2".
    New Chapter added; title:"Professionals representing tenants" image:"" order:"3".

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