Our responsibilities

We will deal with nuisance caused by abandoned and illegal vehicles for the benefit of all tenants and the wider community. These vehicles are often in an unsafe condition. They may also be a health and safety risk. They can also be a target for vandalism.

Vehicle manufacturers will give the last owners of a vehicle a free 'take-back' service.

The UK’s two main authorised treatment facilities (ATF) providers are:

• Cartakeback
• Silverlake 

These organisations make sure that a vehicle is removed in a responsible and lawful way. They help to make sure that all paperwork is completed. To qualify for this service the vehicle must have its engine, coachwork, transmission, catalytic converter (if fitted) and wheels. It must not contain any rubbish.

Contact your local council if you need them to collect any large items of furniture. This includes beds, fridges or wardrobes that you want to get rid of. Most local authorities offer a free or low-cost bulk-refuse removal service.

Do not use shared areas of your property for storing personal items. If we find personal belongings stored in shared areas we will write to you. This is to give notice that we will remove these items. We do this as they may be a fire or trip hazard.

We will:

• Remove all abandoned bulk refuse and give priority to refuse that may be a fire hazard
• Add the costs of removing the refuse to the overall cost of your service charge unless we are able to find out who is responsible for dumping the refuse. If we are able to identify the person responsible, we will charge them the full cost of removing the refuse, and an administration fee
• Normally take photographic evidence when arranging to clear abandoned bulk refuse.

Hastoe staff will visit regularly to check the quality of the cleaning work in our communal areas. We will often take photographs as part of this inspection. 

We will:

• Make sure that we have an appropriate arrangement in place for a contractor to carry out this work
• Treat you and your home (including any shared areas and gardens) with respect at all times
• Visit regularly to clean shared areas 
• We may leave a notice in the shared areas detailing exactly what work the cleaners should be carrying out and how often. There will be space for the cleaner to sign and date when they have carried out the work.

We will carry out estate inspections to:

• Identify repairs that need to be done in shared areas
• Make sure that there are no health and safety issues
• Make sure that the area is being looked after and cleaned to a standard we are happy with.

These inspections will be carried out at least twice a year. The opportunity is given for residents to accompany their Housing Officer on one inspection.

We will work with the local authority and other agencies to sort out any issues beyond our control.

We always aim to give you the instructions to all fitted appliances in your home, particularly your heating. If your home is not new, the tenant before you may have left these behind. You may find it useful to keep these with the manual to use in the future. 

We have a number of garages that can be let to our tenants and non-residents. There is a waiting list and priority will be given to our tenants. Your garage must only be used to store a vehicle.

Where we have responsibility for looking after communal gardens we will:

• Mow any lawn areas regularly. We will keep them at the right height during the growing season
• Make sure that any flowerbeds are planted with shrubs that suit the local environment. We choose shrubs that will not need extra watering to grow well
• Remove or treat weeds on paths and other paved areas 
• Clear leaves from paths and paved areas during the autumn months 
• Prune hedges to keep them at an appropriate height. This is to stop branches from blocking footpaths
• Check for and remove litter on each visit.

We will remove offensive or obscene graffiti within 24 hours of being told about it. We will remove all other graffiti within seven days.

We are responsible for carrying out a number of repairs both inside and outside of your home, as required. These include:

• Those to the structure of your home
• Facilities in shared areas
• The water and gas pipes
• The heating and hot water system
• The power

There are some repairs and small jobs to your home that, under the terms of your tenancy agreement, you are responsible for.

Before you contact us about a repair, please check if you are responsible for the repair. Please make sure you have read our repairs process.

Our repairs responsibilities