Frequently Asked Questions

BECOMING AN INNISFREE TENANT

How do I become an Innisfree tenant?

Innisfree does not hold a waiting list or take direct referrals. The majority of tenants housed by Innisfree were registered with their local authority and accessed our properties through nomination arrangements. Some people have also become tenants via a "Mutual exchange" where they have swapped homes with another Housing Association or Council tenant. We also accept referrals for our supported schemes from a list of approved Referral Agencies.

RENT

How much do I pay?

This depends on a variety of factors such as, the size of your home, location, type of property and services provided.

Will my rent change during my tenancy?

Yes, tenants normally receive an annual increase each year. Innisfree charges affordable rents, which are increased in accordance with government guidelines by Retail Price Index + .5%

When and where do I pay my rent?

As an Innisfree tenant your Tenancy Agreement states that your rent is due weekly and in advance. Rental payments can be made at any Barclays Bank - paying in books are issued where this is your chosen method of payment. Alternatively you may wish to pay by monthly Standing Order or by cheque to the office. Please discuss the best option for you, with your Housing Officer.

If Housing Benefit pay my rent what do I have to do?

The responsibility for rent payment is yours irrespective of Housing Benefit. Depending on your entitlement, arrangements can be made for your benefit payments to be made direct to Innisfree. It is your responsibility to ensure that your claim for housing benefit is processed quickly (by supplying the Local Authority with all requested information) and that payments are made to cover your weekly rent in full.

MOVING HOME

How can I get a transfer to another property?

All Innisfree tenants can apply for a move, but due to the limited amount of available property only cases where a substantial need is demonstrated will be registered. The priority for a move will then be dependant on a range of factors including medical, overcrowding and significant social issues. Innisfree tenants can apply separately to their local authority to join the Housing Register.

Can I swap my property with another person?

Yes, tenants have the right to a Mutual Exchange. Mutual Exchange is an arrangement whereby two public sector tenants agree to exchange properties, with the consent of their landlord. More information on the criteria and guidelines can be found on the following website www.ukhomeswap.co.uk.

What do I need to do if I want to give up my tenancy with Innisfree?

If you want to give up your tenancy with us you must give us 4 weeks notice that you are doing so and the termination date must be a Monday. You must inform us of the date you will be leaving and ensure that the rent is paid in full up to this date. This includes any arrears on your account.

Before you move out you should ensure that you leave the flat in a clean and tidy condition and that all furniture and belongings have been cleared out. If you have any unwanted items you must arrange for the Council to collect them before you go. Your housing officer can provide you with more information.

REPAIRS

How should I report a repair to Innisfree?

In the first instance you should always report a repair to your housing officer or to a member of staff at the Innisfree office. Innisfree provides tenants with a handbook leaflet which explains the responsibilities and processes in more detail.

How long will I have to wait for the repair to be carried out?

Innisfree have published guidance on timescales for the work that is within their responsibility, -Visit the key policies page to access.

What if it is an emergency?

Innisfree have an out of hours emergency service who will respond only to major leaks or burst pipes; blocked drains; loss of electrical power; gas or heating/ hot water ( when no other form of heating exists). The contractors will normally make safe until a full repair assessment can be made. Tenants will be charged for improper use of this service. - Visit the key policies page to access contact information and more detailed guidance

Why should tenants pay for repairs?

If a repair is required due to negligence or damage caused by you or your family, Innisfree will expect you to arrange for the works to be done to an acceptable standard. If you fail to make good any damage caused you will be recharged and in some cases we will commence legal action under the terms of your tenancy agreement.

COMPLAINTS

What can I do if I am not happy about how I have been treated?

The Complaints Policy is intended to address any failure in service, such as: your telephone call was not returned; a problem was not resolved after you reported it; or a member of staff has not been courteous or polite. We will do our best to resolve your complaint informally at first; however, we also have a formal procedure which can be followed if you remain unhappy with our response. Please click on the link to see a full copy of our policy.

See the Key Policies page to download the Innisfree Complaints Policy document.

TENANT INVOLVEMENT

Is there an Innisfree tenants association?

Whilst there is no overall tenants association, Innisfree does have groups of tenants who are either affiliated to a tenant association locally or have less formal arrangements with Innisfree. Innisfree will always support and encourage any group of tenants wishing to start a tenants group or association.

What if I want to become more involved but don't have much time?

There are so many ways that tenants can become more involved in having a say in the way the services are delivered. Ranging from one off service reviews to mystery shopping; block representation to involvement in the Tenants Newsletter. If you are interested in having a say, contact your Housing Officer.

OTHER

Can I keep a pet?

Your Tenancy Agreement is very clear about first obtaining the Association's written consent. The granting or refusal of consent is within the discretion of the Association and this may be withdrawn at any time, if the pet causes a nuisance or annoyance to neighbours. Registered assistance dogs will automatically receive consent which lasts for its working life. Innisfree's pet policy can be downloaded from the Key Policies page.

Do I need to notify Innisfree of any changes to my household?

Yes, there are many reasons why it is important for Innisfree to have up to date information regarding your household. It may effect your Housing Benefit entitlement, influence your transfer waiting list points or require an amendment to the Tenancy Agreement.