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Adactus Housing Association

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Last updated 31/01/2017

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Tenancy Quick Start Guide

  • Contacting us

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    connect.adactushousing.co.uk

     

    You can register for a connect account to manage your tenancy online or to contact us with any queries. You can register anytime 24/7 and view your rent balance, request repairs, update your details, view services we offer and much, much more.


    Tip: Registration only takes a few minutes and checks your details against those that we hold on our systems. If you have just signed up for a tenancy, please wait 24 hours before registering.

     

    0300 111 1133

     

    You can also contact us by telephone 8am-6pm Monday to Friday. If we need to meet with you face-to-face, our staff will make an appointment to visit you, usually in your home.


    Tip: Most people choose to contact us by telephone.  We have two different telephone numbers to ensure that you should never pay more than the local rate.


     

    Important information: If you smell gas you should immediately telephone National Grid on 0800 111 999.  If you ever need to write to us formally please use the address of our registered office: Adactus Housing Group Ltd, Turner House, 56 King Street, Leigh, Lancashire WN7 4LJ.

  • Your tenancy agreement

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    Your tenancy is a contract between you and your landlord.  It details your rights and responsibilities as a tenant.  Keep your copy safe.

    Your responsibilities:

     

    • Pay your rent
    • Look after your home
    • Don’t cause a nuisance to your neighbours
    • Don’t allow criminal acts to take place in your home
    • Don’t breach any other condition of your tenancy.

     

    Tip: Your rent is due on Monday each week in advance.  We expect you to pay by direct debit to make sure that you never fall behind with your payments. Should you need to you can also pay using your rent payment card at shops or garages that display the Payzone or E-pay logo, over the telephone, online   or by text.  

    Important information: Your rent is increased every year from the first Monday in April.  We can offer you free expert help and advice about claiming benefits and budgeting and we can help you with forms.  If you recieve benefits, it is your responsibility to ensure that your claim is successful and correctly maintained.


    If you fail to keep to your tenancy agreement we will apply to court to end your tenancy within 12 months.

  • Your rights

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    The rights you have under your tenancy agreement depend on the type of agreement you have been given.  You will normally need our permission to use these rights.  Contact us if you need further advice about this.

    Tenancy Right Starter Shorthold Assured
    Take in lodgers NO NO YES
    Mutual exchange or transfer NO NO  YES
    Carry out improvements NO NO  YES
    Statutory Right to Repair YES NO YES
    Partner to succeed tenancy YES YES YES
    Be consulted on housing managment YES YES YES


    Tip: New tenants are normally given a starter tenancy.  This helps us repossess the property if the tenancy is breached during the first year.  After one year, as long as we are satisfied with the conduct of the tenancy, a starter tenancy will usually become an assured tenancy with wider rights.


    Important Information: You are not permitted to sub-let a part or all of the property.  If you do, we will apply to court to end your tenancy.

  • Your home

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    Both tenant and landlord have responsibilities to make sure that your home is maintained in a good state of repair.  In general terms, we have the responsibility to maintain the structure, external decoration, heating systems, electrical systems and larger fixtures such as kitchen units.  You are responsible for internal decoration and for smaller fittings such as lightbulbs and plug chains.


    Tip:
    You will receive two sets of keys when you sign for your tenancy.  If you need further sets you must buy them yourself.  We maintain a comprehensive list of repairing responsibilities on our website.  You can contact us for a copy or for further advice on this. 

    Important information: You will be charged for repair work we do that you are responsible for or that you have caused through damage.  We have a legal responsibility to service our gas installations in your property.  You must allow us into your home to do this every year.  In some circumstances you may be entitled to compensation if we fail to undertake repairs or if you make improvements to your home and then leave.  Visit our website or contact us for further details.

  • Your neighbourhood

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    If you suffer from nuisance neighbours or other anti-social behaviour we will do everything we can, including taking legal action, to resolve it on your behalf.  Your neighbour doesn’t have to be our tenant and we don’t need to tell them your name.

    • We provide a wide range of options for tenants to influence our work. 
    • We encourage and support resident associations and other local meetings. 
    • We regularly consult with residents to help improve our services.
    • We provide money to enable tenants to allocate funding to local community projects.
    • We work to regenerate neighbourhoods with our own money and by helping to bring in outside investment.

    Tip: Visit our website or contact us to learn more about the wide range of resident involvement opportunities we offer to help us improve our services and your neighbourhood.

  • If something goes wrong...

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    Our aim is to provide you with the highest standard of service at all times.  We want to deal with any queries or problems you have quickly and efficiently, so if you feel we have done something wrong please don't hesitate to tell us.  We actively encourage our customers to share their views on how we can improve our services.

    Please contact us if you have a suggestion or complaint about our services or about a member of staff.  We will independently investigate it and aim to resolve it quickly.

    If you remain dissatisfied with our initial response to a complaint it will be escalated to ensure that ultimately the most senior people in the company make a decision on it. 

  • Get involved

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    Get involved through the Adactus500 and build up points whenever you choose to give us your views through our online or postal Adactus500 surveys.

    Please visit: www.adactushousing.co.uk/adactus500 for more information.


    Tip:
    All tenants can join the Adactus500 you just need to know your tenancy number.  Points earned can be traded for vouchers to buy groceries, leisure activities or donations to charities. 

  • Moving in & changing address checklist

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    There are lots of people to inform when you move to a new home.  You may find the following checklist useful when you move in.

    Insurance

    • Take out Home Contents Insurance
      (Adactus does not insure your furniture, belongings or decorations against theft, fire, vandalism and burst pipes.  We highly recommend that you take out Home Contents Insurance for your home so that you can get your possesions replaced if they are damaged or stolen)

    Benefits Agencies

    • Housing benefit and council tax support
    • Job seekers allowance / employment and support allowance
    • Disability living allowance / personal independence payment
    • Child benefit & tax credits
    • Pension credit

    Utility Companies

    • Gas & Electric
    • Water
    • TV Licence
    • Telephone
    • Satellite / digital / cable TV provider

    Medical

    • Doctor
    • Dentist
    • Vet

    Financial

    • Bank / building society
    • Credit card companies
    • Insurance companies
    • Hire purchase companies

    Miscellaneous

    • Employer
    • School / college
    • Library
    • DVLA
    • Store loyalty cards
    • Membership (Gym, DVD rental, etc.)

     

  • Further information

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    From time-to-time we will send you information through the post such as leaflets and newsletters to keep you informed about our activities and to make you aware of new services.

    Important information: We publish up-to-date detailed customer information on our website.  This includes our policies and procedures, news, events, customer advice, performance reports and board papers and minutes.  Visit our website or contact us at any time if you want this information.

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  • 31/01/2017

    Updated by Suzannah Robinson on 31/01/2017 11:50:43

    Comment: typo

    Details: (show)

    Chapter titled "Contacting us" content changed.

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  • 31/01/2017

    Updated by Suzannah Robinson on 31/01/2017 11:49:17

    Comment: added connect website details

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    Chapter titled "Contacting us" content changed.

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  • 12/02/2015

    Updated by Athanasios Protopapas on 12/02/2015 08:13:08

    Comment: Removed call connect number.

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    Chapter titled "Contacting us" content changed.

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  • 23/07/2013

    Updated by Athanasios Protopapas on 23/07/2013 13:27:21

    Comment: Latest content added

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  • 31/05/2013

    Updated by Elesh Makwana on 31/05/2013 13:01:35

    Comment: Updated 'Quick Start Guide'

    Details: (show)

    Chapter titled "Your tenancy agreement" content changed.
    Chapter titled "Your rights" content changed.
    Chapter titled "Your neighbourhood" content changed.
    Chapter titled "Further information" content changed.

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  • 12/07/2012

    Updated by Elesh Makwana on 12/07/2012 15:04:41

    Comment: Amended the table to 100% and replaced the image.

    Details: (show)

    Chapter titled "Your rights" content changed.

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