Accommodation Handbook January 2017

ACCOMMODATION
HANDBOOK
Introduction
Dear Resident,
This handbook has been produced to give you information about the policies and services
provided by Sovereign Housing Association. It gives you an up-to-date guide to all our policies
and procedures as well as useful information about your home.
We hope that your handbook will prove invaluable, as well as give you answers to any
questions you may have. The handbook has been designed in an ‘easy to use’ format which
allows you to see general information about our services and also site specific information.
Sovereign is proud of the services we provide and are always striving to improve our services
and performance wherever possible. We hope you will find this handbook a useful and
practical part of our services.
Any updates to the information in this handbook will be detailed in newsletters, on posters
around the sites or on our website www.sovereign.org.uk
Yours sincerely
Peter Smith – Keyworker Business Manager
Contact details
Sovereign Housing Association
Spectrum House, Grange Road, Christchurch, Dorset BH23 4GE
Telephone: 0300 777 7837

Email: contact@sovereign.org.uk
Website: www.sovereign.org.uk
Text: 07983 045 045
Out of Hours emergencies: 0300 777 7837.
This is for emergencies out of hours only and any non-emergency call outs will incur a call out
charge for which you will be liable.
For further details on our properties please visit

www.sovereign.org.uk/looking-for-a-home/key-worker
Contents
Section 1
Our schemes
Cheltenham
Gloucester
Isle of Wight
Leicester
Poole
Reading
Section 2
Welcome
Plain language
Language line
What is Sovereign Housing Association Ltd?
How is Sovereign run?
What sort of homes does Sovereign have?
Where are Sovereign’s key areas of operation and offices?
Jargon buster
Section 3
What you can expect from us
Customer service
Consultation at Sovereign
How to complain
Compensation
Resident Involvement
Equality and diversity statement
Data protection
Section 4
About your accommodation
Your agreement
Taking in lodgers or sub-letting
Your obligations and responsibilities
Our obligations and responsibilities to you
Moving into your accommodation
Items provided in your accommodation
Section 5
Paying for your accommodation
What is included in your rent?
What is not included in your rent?
Tenancy deposits
Your rent
How your rent is calculated
Council tax and utilities
Service charges
Service charge alterations
Monitoring
Reservations/transfer fees
Ways of paying your rent
Section 6
Dealing with arrears
What happens if I fall behind with my payments?
Notice of seeking possession
Court hearing
Eviction
How can I repay the arrears?
Relationship breakdown
Former tenant arrears
Benefit advice
Universal Credit/Housing Benefit
What can I use to prove who I am?
What can I use to prove where I live?
I am working, what evidence do I need to supply?
I receive other benefits; do I need to supply evidence of these?
I have got some capital; do I need to tell the Housing Benefit Department?
Section 7
Taking care of your accommodation
What is Sovereign responsible for?
What are you responsible for?
What should you do when you want to report a repair?
Out of office hours services for emergency repairs
Asbestos
Right to repair
Gas safety inspections
Gas leaks
How you can help
Access
Contractor code of conduct
Decorations
Insurance
Condensation
Section 8
Keeping your accommodation safe
Safety and security
Safety in your accommodation
Hot water safety
Gas safety checks
Personal safety
Section 9
Living in shared accommodation
FAQs
Noise
Neighbours
ASB, theft and vandalism
Visitors
Illegal drugs
Saving energy
Residents’ Code of conduct
Section 10
Moving out
Ending your agreement
Pre vacation inspections
Cleaning charges for Sovereign accommodation
Damage
Transfers
Buying a home
Section 11
Other services
Parking
Television licence
Internet/broadband
No smoking policy
Communal areas
Recycling and rubbish
No pet policy
Mail services
Mail forwarding
Services we do not provide
Section 1 - Our schemes
Cheltenham
Office address
Accommodation Office
2 Robinswood House, Gloucester Royal Hospital, Great Western Road, Gloucester GL1 3NN
Tel: 01452 397640

Email: gloucesteroffice@sovereign.org.uk
Opening hours
Monday to Friday 08:30 am to 16:30 pm
Closed Saturday, Sunday and Bank Holidays
Scheme description
The accommodation is in close proximity to Cheltenham General Hospital and
is situated in a quiet area close to local shops, amenities, parks and
recreational areas.
The accommodation is of a very high standard and comprises of single rooms
in smart regency style houses, 1 or 2 bedroom flats and 2 or 3 bedroom family
houses, located on a popular residential close in an excellent area of the
regency town of Cheltenham.
All accommodation is conveniently located within 5 minute walk of Cheltenham
General Hospital. A subsidised bus service called the ‘99’ provides a quick
efficient service every 15 minutes which links to Gloucester Royal Hospital.
What is included in the accommodation?

All accommodation is fully furnished. Kitchens are equipped with basic items such as fridge
freezer, cooker, washing machine, microwave, kettle, crockery, cutlery, selection of cooking
utensils and pots and pans.
Duvets, pillows, bed linen and a towel are provided for all residents regardless of their length
of stay. Vacuum, iron and ironing board are also provided.
Outside there are drying facilities along with garden benches.
All accommodation is monitored for fire safety, electrical safety and pest control. Services such
as window cleaning and grounds maintenance are also provided by Sovereign Housing
Association
What is not included in the accommodation?

Television, toasters, parking
What is included in the rent?

For single rooms and self contained flats the rents charged include all the costs of utilities,
council tax and service charges. Family properties only have their council tax included in their
rent and all other utility charges are the responsibility of the resident with the exception of
Caduceus House. The service charge includes laundry equipment hire, communal cleaning,
Broadband/Wi-Fi and insurance.
Local amenities
Cheltenham is a busy regency town renowned for its excellent shopping facilities in the
Promenade and the two large shopping areas – Regent Arcade and Beechwood Arcade.
Cheltenham has many theatres and museums and is also host to the Literature Festival, Food
and Drink Festival and many Classical and Folk Music Festivals.
There is a large leisure centre and many Health Clubs located within a 1-2 mile radius of the
town centre and hospital. Cheltenham has an abundance of restaurants to suit all budgets
and tastes.
Waste recycling facilities
Sovereign supplies glass and cardboard recycling facilities on site and we encourage our
residents to use these facilities. All other waste is collected via the normal Council collection
service.
Mail and parcel deliveries

Normal post deliveries are delivered by Royal Mail directly to each letter box. Arrangements
can be made for delivery to the Accommodation Office. A mail disclaimer form will need to be
completed prior to this service commencing. At present there is no charge for this service, but
items must be collected in person with ID at the Accommodation Office during opening times.
Internet provision
A quick and easily accessible internet service is provided in every room and flat and is fully
supported by a dedicated helpline. Residents are required to connect their computer to the
socket provided in the room, open the web browser and follow on-screen instructions to
register and from then on the internet services will be continuous. In addition to this a shared
Wi-Fi service is available in each flat
This service is not provided in family accommodation.
Heating controls
The heating controls are run in the same way as most residential properties, whereby a
thermostat controls the times and temperature. The only exception is at Caduceus House
which is purposed built and is all electric. Heaters are situated on the stairwell, hallway and
bedrooms of each flat. The heaters operate on summer/winter settings and can be individually
controlled by thermostat controls.
Any additional electrical heaters are not permitted.
Housekeeping services
The communal areas of the flats are cleaned and checked once per week. As the rooms are
self catering, the residents are expected to clean their own accommodation on a daily basis.
We do not provide housekeeping services to family properties.
Linen exchange is provided on a weekly basis and every Wednesday residents can exchange
used linen for clean. There is a small notice in each room which can be hung on the hook on
the exterior of the bedroom door. Residents will need to strip their bed of what linen they want
replaced and leave this just inside their bedroom door in a small plastic bag (supermarket
bags are ideal) Then hang the sign out by 9am on a Wednesday morning and this will prompt
the housekeepers to remove the bag of dirty linen and replace it with a bag of like for like fresh
linen. Please note items not left in a bag just inside the bedroom door will not be exchanged.
Residents may also come to the accommodation office for fresh linen but must bring the old
linen with them. This service does not include towels, only bed linen, and is only applicable to
linen supplied by Sovereign.
Please report any housekeeping issues to the accommodation office or a member of staff on
site.
Laundry facilities
All family and communal kitchens are provided with washing machine and outside drying
facilities. Caduceus House has a separate Laundry Room located on the ground floor for the
family flats and single flats.
Parking
Car parking is by permit only at Caduceus House and Argyll Mews. All other accommodation
has off-road parking. Parking permits should be obtained from the Accommodation Office and
should be renewed before the expiry date of the old permit to ensure your space is not issued
to someone else.
Smoking
Smoking is NOT permitted in any part of the accommodation including kitchens, bathrooms,
lifts, landings and corridors and it is a criminal offence to do so.
Fire alarms
Fire alarms are tested across the site on a Wednesday morning.
Gloucester
Office address
2 Robinswood House, Gloucester Royal Hospital, Great Western Road, Gloucester GL1 3NN
Tel: 01452 397640

Email: gloucesteroffice@sovereign.org.uk
Opening hours

Scheme description
The accommodation is conveniently based on the Gloucester Royal Hospital
site in a quiet location near the Redwood Education Centre.
The accommodation is of a very high standard and comprises of single rooms,
Studios, 1 bedroom, 2 bedroom and 3 bedroom flats in a modern purpose built
building. All accommodation is located close to the historic city centre, railway
and bus stations.
A subsidised bus service called the ‘99’ provides a quick efficient service every
15 minutes which links to Cheltenham General Hospital.

All accommodation is fully furnished with a hand basin in each bedroom of the shared flats.
Kitchens are equipped with basic items such as fridge freezer, cooker, microwave, kettle,
crockery, cutlery, selection of cooking utensils and pots and pans.
Duvets, pillows, bed linen and a towel are provided for all residents regardless of their length
of stay. Vacuum, iron and ironing board are also provided.
A broadband service is provided in all accommodation and is included in the monthly rent; the
broadband provision is fully supported by a dedicated helpline service.
All accommodation is monitored for fire safety, electrical safety and pest control. Services such
as window cleaning and grounds maintenance are also provided by Sovereign Housing
Association.

Television, toasters, parking

For all accommodation at Gloucester the rents charged include all the costs of utilities, council
tax, and service charges..
The service charge includes laundry equipment hire, communal cleaning, Broadband and
insurance.
Local amenities
Gloucester is a historic Roman town and is well known for its historic docks which are now
home to an excellent large shopping complex with restaurants and bars set in a fantastic
location over looking the docks. There are many attractions and cultural activities that take
place and the main landmark is the impressive Gloucester Cathedral, more recently famed for
its appearance in the ‘Harry Potter’ films.
Gloucester has many museums and is also host to the worldwide ‘Tall Ships’ Festival.
There is a large leisure centre with great facilities for all ages and abilities within a short walk
from the hospital. There are many fitness clubs located in and around the city (some with
swimming pools), and these open from early morning until late at night.
Gloucester has an abundance of restaurants to suit all budgets and tastes and well known tea
rooms and coffee shops located in the cobbled streets around the Cathedral.

Sovereign supplies glass, mixed plastic, paper, cardboard and aluminum recycling facilities on
site and we encourage our residents to use these facilities. All other waste is collected via the
normal Council collection service.

Normal postal deliveries are delivered by Royal Mail to the main post room at the hospital.
It is then taken to the Accommodation Office where the Sovereign housekeeping team
distributes it to the post boxes outside each flat door. Keys issued to residents in shared
accommodation will include a key to the corresponding post box. Mail for other
accommodation will be posted directly though the letter box. Larger parcels will be held in the
hospital post room and a collection slip is delivered to you. The postcode for delivery via Royal
Mail is GL1 3NN.
Parcels via a courier can be delivered to your flat providing you are in. If you are not then we
can accept your parcel in the accommodation office as long as you have signed the mail
disclaimer form prior to delivery. There are different postcodes for these courier deliveries,
however please note Royal Mail will not deliver to these postcodes.
Robinswood House – GL1 3PW

Flaxley House – GL1 3PJ
Birdlip House – GL1 3PQ
Internet provision
socket provided in the room, open the web browser and follow on-screen instructions to
register and from then on the internet services will be continuous. In addition to this a shared
Wi-Fi service is available in each flat
Heating controls
The heating in the accommodation is all electric with shared flats and studios having a panel
heater in each bedroom. This heater is controlled via a wall mounted thermostat. In the
hallways of these flats there are night storage heaters which take charge during the night and
let out heat the following day, as long as they are turned on at the wall.
In the flats that have a lounge there is a combi-heater. The combi-heater has a fan heater that
can be used during the day which is controlled by a wall mounted thermostat and then during
the night turns into a night storage heater.
In our family accommodation every bedroom has a panel heater, every hall has a night
storage heater and every lounge and kitchen/diner, where applicable, has a combi-heater.
In the 2 bedroom flats in Flaxley House the kitchen has an electric plinth heater which is
operated by a control switch above the work top.
The communal areas of the shared accommodation are cleaned and checked once per
week, residents in single rooms are responsible for the cleaning of their own room. A weekly
cleaning service is offered to studios. We do not provide housekeeping services to family
properties.
Linen exchange is provided on a weekly basis and every Wednesday residents can exchange
used linen for clean. In each room is a small notice which can be hung on the hook on the
exterior of the bedroom door. Residents will need to strip their bed of what linen they want
replaced and leave this just inside their bedroom door in a small plastic bag (supermarket
bags are ideal) Then hang the sign out by 9am on a Wednesday morning and this will prompt
the housekeepers to remove the bag of dirty linen and replace it with a bag of like for like fresh
linen. Please note items not left in a bag just inside the bedroom door will not be exchanged.
Residents may also come to the accommodation office for fresh linen but must bring the old
linen with them. This service does not include towels, only bed linen and is only applicable to
linen supplied by Sovereign.
Please report any housekeeping issues to the accommodation office.
Laundry facilities
There is a dedicated laundry facility located by the common room for which a service charge
is included in the rent therefore they require no coins or tokens. There are large washers and
dryers.
Parking
Car parking is by permit only and the Sovereign car park is located between Robinswood
House and Flaxley House. Parking permits should be obtained from the Accommodation
Office and should be renewed before the expiry date of the old permit to ensure your space is
not issued to someone else. Vehicles parked on the site without a valid, in date permit, will be
issued with a £100.00 penalty notice by the car park management company (no exceptions).
Smoking
lifts, landings and corridors and it is a criminal offence to do so.
Fire alarms
Fire alarms are tested in Robinswood, Birdlip and Flaxley House every Wednesday morning.
Isle of Wight
Office address
Western House, St Mary’s Hospital, Parkhurst Road, Newport, Isle of Wight PO30 5TG
Tel: 01983 534561

Email: iow.properties@sovereign.org.uk
Opening hoursMonday to Friday 08:30 am to 16:30 pm
Scheme description
On St Mary’s Hospital site there are 100 single en-suite units, in 25 flats of four
rooms sharing a communal kitchen/lounge. Additionally there are 20 single
rooms with shared facilities for medical students and on-call staff. There are
also four 2 bed self contained flats above the Accommodation Office and 2 two
bed self contained bungalows on the perimeter of the St Mary’s Hospital
grounds.
A short distance from the hospital there is self-contained accommodation for
couples/families.

All accommodation is fully furnished including bedding. Kitchens are equipped with basic
items such as fridge freezer, cooker, microwave, kettle, crockery, cutlery, selection of cooking
utensils and pots and pans. Communal lounges in ensuite accommodation have a TV.

Toaster

» Single accommodation rent includes all utilities and council tax
» Self-contained accommodation includes utilities but excludes council tax
» Gardening
» Laundry facilities/washing machines
» Window cleaning
» Portable appliance testing, fire and smoke alarm maintenance, fire equipment maintenance
» Cleaning of communal areas
» Property maintenance
Local amenities
St Mary’s Hospital is located just outside the main town of Newport. Regular buses run into
Newport or Cowes where there are supermarkets, high street stores, boutiques, bars,
restaurants and coffee shops.
The buses are operated by Southern Vectis; various Rover tickets and concessions are
available for cheap travel across the island.
Car and passenger ferries, and high speed catamarans operate from Ryde, Yarmouth,
West and East Cowes or you can travel to and from the island by hovercraft in 10 minutes!
www.islandbuses.info www.redfunnel.co.uk www.wightlink.co.uk
www.hovertravel.co.uk
Newport has a multi-screen cinema, two theatres and a leisure centre.
Visit www.isleofwighttouristguide.com for more facilities, attractions and activities.
Waste recycling facilities are currently under review.

All mail and parcel deliveries for on-site accommodation are delivered to the Accommodation
Office. Letters are distributed to mailboxes daily and parcels can be collected during opening
hours. You will need to sign the mail disclaimer included in your welcome pack in order for us
to receive your parcels on your behalf. On receipt of parcels, packages and special delivery
items, notification will be posted under your door. All collected mail items must be signed for
and identification shown.
Internet provision
Solent and Medina
Wi-Fi , Broadband, TV and telephone packages are available directly from Wightfibre.
Margham House
Broadband access is available in all rooms and the cost is included in the rent
Western House
Basic Wi-Fi is provided by Sovereign.
For more information please contact the Accommodation

Office or go online and visit
www.wightfibre.com
Heating controls
Instructions for Wall Heater – Solent, Medina and Western House
» Make sure heater is switched on at the wall
» Set dials to desired setting (see below)
Please note:
» Heaters are motion sensitive to conserve energy
» Maximum temperature output is 25ºC
» When the room temperature reaches 25ºC the wall heater will not operate
For sustained temperature whilst you are in the room we recommend that you:
» Turn you Mode dial to the ‘Sun’ icon
» Turn the Thermostat dial to required temperature – 1 is 17 ºC, 9 is 25 ºC
» Make sure that Abaissment/setback dial is at -3 ºC
Margham House
Gas central heating is controlled by a thermostat located in the communal lounge and
radiators have individual temperature valves for your comfort
Off site properties and bungalows
Gas central heating is controlled by a wall thermostat.
(Single/shared accommodation only)
All communal areas are cleaned once a week.
A clean towel and bed linen is provided weekly – all you need to do is leave your dirty linen
outside your door on your specified flat cleaning day by 09:00 and the housekeeper will
replace those items. If you miss the time slot simply bring it to the Accommodation Office and
we will provide you with a clean set.
Room servicing is available at additional cost and should be requested by contacting the
Accommodation Team
Laundry facilities
On site there is a communal laundry with four washers and four dryers for the use of
Margham House, Western House, Solent and Medina. It can be accessed 24/7 and is
free to use.
Parking
Parking at St Mary’s is by arrangement with the Trust car parking company. For more details
please contact the Accommodation Office.
Off-site properties and the bungalows have a parking space outside the property.
Smoking
Smoking is not permitted in any accommodation with shared access.
Fire alarms
Fire alarms are tested weekly at 3pm
Monday Solent Flats 1-8

Tuesday Solent Flats 9-16
Wednesday Medina
Thursday Margham
Friday Western House
Leicester
Office address
Elm Court, Walnut Street, Leicester LE2 7GJ
Tel: 0116 255 7482
Email: leicester.properties@sovereign.org.uk
Opening hours
Monday 08:00 am to 18:00 pm
Tuesday to Friday 08:30 am to 16:30 pm.
Please note the office will be closed from
11:00am to 11:30am on a Tuesday.
Scheme description
Walnut Street Residences are situated in the heart of Leicester City set back
from the main thoroughfares in a quiet location with open green areas and
mature trees. The accommodation comprises of 8 blocks of accommodation
and is conveniently located within 5 minutes walk of the Leicester Royal
Infirmary, Leicester University and De Montfort University. Walnut Street is also
within 5 minutes walk of the Tigers rugby ground and King Power Stadium
(Leicester City football ground). A free shuttle bus service called the ‘Hospital
Hopper’ provides a free service every 20 minutes to all Trust personnel working
at any of the three hospitals in Leicester, namely the Leicester General
Hospital, Glenfield Hospital and Leicester Royal Infirmary.
Walnut Street offers a variety of accommodation from single rooms in shared apartments
through to 3 bedroom family apartment accommodation.
The accommodation at our Leicester site is available to all Trust employees and can be
booked through the Trust Accommodation Office. Full time University students and other Key
Workers can book accommodation with us directly through our on site Sovereign
Accommodation Office or via our website.
For further details on our properties please visit www.sovereign.org.uk/looking-for-a-
home/key-worker

All accommodation is fully furnished. Kitchens are equipped with basic items such as fridge
freezer, cooker, microwave, kettle, crockery, cutlery, iron and ironing board, a selection of
cooking utensils and pots and pans.
Duvets, pillows and bed linen are provided for doctors and residents who stay with us for less
than 14 nights. Bed linen is not provided for residents whose tenancy is for longer than 14
consecutive nights (with the exception of doctors) but can be hired by residents for a minimal
charge.

Car parking, toasters, televisions.
Bed linen is not provided for residents whose tenancy is for longer than 14 consecutive nights
(with the exceptions of doctors).

The rents charged include all the costs of utilities, council tax, and service charges,
The service charge includes laundry equipment hire, communal cleaning, Broadband/WiFi
and insurance..
Local amenities
Leicester is a thriving City with excellent shopping facilities provided in the new Highcross
Quarter and the Shires shopping centres.
Fosse Park is a popular out of town shopping complex with many stores, ample parking and
regular bus services. Leicester’s open and indoor markets in the City centre are the largest
and oldest in the Country and are open daily.
For the health conscious there are numerous health centres in and around the City (some
with swimming pools), and these open from early morning until late at night.
As the City is home to two universities there are a variety of clubs, bars and restaurants to suit
all tastes.
Morrison’s supermarket is a 10 minute walk away (or 3 minute drive) and there are also 3
local supermarkets and newsagents within 2 minutes walk of the Walnut Street
accommodation.
The city holds various events and festivals throughout the year, for more information visit
www.leicester.gov.uk

Sovereign supplies glass, and cardboard recycling facilities on site and we encourage our
residents to use these facilities. All other waste should be placed into the paladins provided on
site, from which the City Council extract the plastics, cans, tin and other recyclable materials
by ‘ball mills’ to re-use and vegetable waste is turned into compost.
Please note there are recycling bins for glass and cardboard in the car park to the rear of
Grange and Hawthorn Court and new orange bins in the refuse areas for recyclable items.
.

Post deliveries are delivered to each post box. Post boxes are situated on the ground floor of
each accommodation block. Large items, parcels and post from the Royal Mail requiring a
signature can be delivered to the Accommodation Office and residents will be informed that
the items need to be collected and signed for. Residents will be provided with a notification slip
which they must present to a member of staff together with a form of identification to enable
them to collect the item. We do not accept parcels from any other couriers and residents will
have to make their own arrangements for receipt of these items.
There is one post box on the ground floor of each block labelled “Returned Mail/Keys
Returned” – this is for any mail which may have been incorrectly delivered and keys that are
being returned for accommodation outside of working hours.
Internet provision
socket provided in the room; there are internet data points situated in each of the bedrooms in
a shared flat, in the lounge and bedrooms of family accommodation and in the lounge of all
one bedroom flats. Open the web browser and follow on-screen instructions to register and
from then on the internet services will be continuous. In addition to this a shared Wi-Fi service
is available in each flat.
Heating controls
The accommodation at Leicester is all electric. Electric heaters are situated in each lobby,
kitchen and bedroom areas. The heaters operate on a pre-set controlled temperature basis
(i.e. the heaters will give out heat until the pre-set temperature has been reached). There is
also a boost button facility to on the heaters that when pressed will provide and extra one hour
of heat after the controlled temperature has been reached.
Housekeeping staff are responsible for cleaning entrances, levels on each block and the
launderettes. All communal areas, are checked once per week but as the flats are self
catering, the residents are expected to clean their own accommodation (with the exception of
Doctors). Linen exchange is available to Doctors only. All other residents can hire bed linen
from the Accommodation Office. If you hire bed linen you will need to launder it yourself.
Please see the Accommodation Office for more details.
All housekeeping issues are to be reported to the Accommodation Office.
Laundry facilities
There are communal laundry facilities in Hawthorn Court, Grange Court and Elm Court which
are available for use by all residents, a service charge is included in the rent therefore they
require no coins or tokens.. When the main door to the blocks is locked, residents can gain
access by using a code at the door entry: The code is available from the Accommodation
Office. The code will enable you to open the front door and access the laundry facilities only.
Parking
Car parking is by permit only and is managed and patrolled by a private car park management
company employed by Sovereign.
Car park permits should be obtained from the Accommodation Office and should be renewed
before the expiry date of the old permit. Any vehicle parked on the site without a valid, in date
permit, will be issued with a £90.00 penalty by the car park management company.
Guest permits are available from the Accommodation Office at a cost of £1.00 per day
Monday to Friday and £2.00 for a Saturday or Sunday.
Smoking
lifts, landings and corridors.
Fire alarms
Fire alarms in all accommodation blocks are tested weekly on Thursday mornings.
When testing the fire alarm you will hear two short consecutive alarm sounders. If the alarm
is continuous, please treat as an active fire alarm and evacuate the building to your nearest
Fire Assembly Point.
In the event of a fire, please exit the building by your nearest exit and do not use
the lifts.
Poole
Office address
Parkstone House, 35 Parkstone Road, Poole, Dorset BH15 2NG
Tel: 01202 442359

Email: poole.properties@sovereign.org.uk
Opening hours
Monday – Friday 08:30am to 16:30 pm
Scheme description
Parkstone House – consists of 213 single rooms with en-suite facilities
Belle Vue – 6 two bedroom flats in a purpose built block near Poole Park
Longfleet Road – 14 flats varying in size from one bedroom to four bedrooms
Penthouse – is on top of Poole hospital and has 26 single bedsit rooms (most
with en-suite facilities) for the F1 (Year 1) Doctors only.

» Parkstone House – all single rooms are en-suite and have a single bed, wardrobe, chest of
drawers, desk, shelves, chairs, fridge with freezer compartment and a microwave. Bed linen
and a towel are provided and there is access to a communal kitchen
» Belle Vue – all flats are fully furnished and the kitchens have crockery and cutlery in them.
» Longfleet Road – all flats are fully furnished and fully kitted out with cutlery, crockery etc.
» Penthouse – rooms are fully furnished with two fully kitted out kitchens and two lounges as
well as a laundry room.

Parkstone House – Crockery and cutlery, pots and pans and kitchen utensils.
A range of additional items including toiletries can be purchased from our Accommodation
Office.

» Parkstone House – includes council tax, Wi-Fi, electricity, gas, water, cleaning of communal
areas
» Belle Vue – flats are fully furnished and the rent includes council tax and the water charge. It
is the resident’s responsibility to pay for gas and electric
» Longfleet Road – flats are fully furnished and the rent includes council tax, and water. It is the
resident’s responsibility to pay for gas and electric
Local amenities
Poole is a town rich in history and has something for everyone from the Old Town to the lively
pubs/clubs and events on Poole Quay. There are many varied restaurants to suit different
budgets as well as the beautiful harbour to walk round. For more details see the tourist
brochure stand by the post boxes in Parkstone House or contact www.pooletourisum.com
or 01202 253253.

There are recycling facilities in the bin stores on every floor.
Mail is put into mail boxes and each resident has a key. Larger/recorded items can be picked
up from the Accommodation Office.
Residents with items to collect will see their name placed on a board outside the
Accommodation Office and there is no charge for this service. You will need to sign the mail
disclaimer form in order for us to receive your parcels on your behalf.
Internet provision
Parkstone House can offer Wi-Fi.. There is no provision at Belle Vue, Longfleet Road or at
the Penthhouse.
Heating controls
Parkstone House – The heating is turned on in the autumn and off in the spring and can be
adjusted in your individual rooms.
Hoovers and irons are available for hire with only a small deposit required.
Used bed linen and towels can be exchanged for clean linen for a small fee.
Please see the Accommodation Office for more details.
Laundry facilities
Parkstone House washers and dryers are located on the ground floor of Parkstone House
and are operated by tokens which can be purchased from the Accommodation Office.
Longfleet Road and Belle Vue properties have their own washing machines as does the
Penthouse.
Parking
Parkstone House – There is parking on site but the NHS Trust manage this and there will be
a fee. Please contact the NHS Trust at Poole for more details tel: 01202 448040
Smoking
Smoking is not permitted in any accommodation with shared access. Parkstone House is a
non-smoking building, this includes individual rooms.
Fire alarms
At Parkstone House the NHS Trust test the fire alarms once a week on a Tuesday afternoon.
Reading
Office address
Norfolk House, Redlane Court, Off Addington Road, Reading RG1 5QT
Tel: 0118 975 7888

Fax: 0118 975 9889
Email: reading.properties@sovereign.org.uk
Opening hours
Scheme description
In Reading there are a variety of different types of accommodation, including
self-contained and shared units. Sovereign has accommodation close to the
Royal Berkshire Hospital and also on the west side of Reading,
just off the A4.
Most of the accommodation is in shared flats. A typical bedsit room shares the
facilities with three other rooms. Each bedsit room contains a desk, wardrobe,
bookshelf, chest of drawers and vanity sink unit. All kitchens are fully furnished
with crockery, cooking utensils and white goods including a microwave oven.
All accommodation is provided with ironing boards and irons.
In addition there are studios, one two and three bed properties available as well
as some bedsits with en-suite facilities.

All accommodation is fully furnished. Kitchens are equipped with basic items such as fridge-
freezer, cooker, washing machine, microwave, kettle, crockery, cutlery, selection of cooking
utensils and pots and pans.
Duvets, pillows, bed linen and towels are provided for all residents regardless of their length
of stay. Vacuum, iron and ironing board are provided as well.

Televisions, toasters

The rent for single shared properties includes council tax, utilities and service charges.
Fully inclusive rates are available for some self contained units but not all, so please contact
the Accommodation Office for property-specific information.
Local amenities
Reading is a large, cosmopolitan city offering good shopping facilities, restaurants and bars.
Transport links are also excellent, with frequent local buses to areas across the city and to
Heathrow, as well as high speed rail links to London. More information on buses can be
found here:
www.reading-buses.co.uk
Information for trains can be found here:

www.firstgreatwestern.co.uk
If you would like more information on attractions and leisure facilities, please visit the Reading
government website:
www.reading.gov.uk
The accommodation sites are located in various parts of Reading and information about each
locality is available from the Accommodation Office.
In the Reading area, the facilities offered for recycling waste vary from site to site. Please
contact the Accommodation Office for the information relevant to your accommodation.

Upon arrival you should have received a postal authorisation form. If this has been
completed, the office can then receive parcels and letters that require signatures on your
behalf. You will be notified upon receipt of any such deliveries, and a small charge is incurred
for each delivery. Please contact the Accommodation Office for further information.
Internet provision
Internet access is included in the rental charge at the following Accommodation Sites:
» Redlane Court
» Greenlands Court
» Norfolk/Suffolk House
» Pendragon Court
» Merlin Lodge
Internet Access is available through Virgin Media at our Erleigh Road site, but you need to
sign up with them for a contracted period.
Internet Access at the following sites needs to be organised independently:-
» 34 and 36 Princes Street

» The Mount
» Sutton Walk
Heating controls
Information about heating and hot water controls are available in your accommodation blocks.
Please contact the Accommodation Office on Tel: 0118 975 7888 if you need any further
details.
A clean towel and bed linen is provided weekly – all you need to do is leave your dirty linen
outside your door on Tuesday by 9:00am and the housekeeper will replace those items.
Additional linen changes can be carried out on any day EXCEPT Tuesday (please take your
linen to the office or ask your housekeepers BEFORE 1pm). Please note that additional linen
changes incur an additional charge. Please contact the Accommodation Office for further
information.
Please report any housekeeping issues to the Accommodation Office.

Laundry facilities
In most of the accommodation a washing machine is available in each flat. However, in Merlin
Lodge, Norfolk House and Suffolk House, communal laundries are available. Tokens for the
machines are available from the Accommodation Office.
Parking
With the exception of Princes Street, Sutton Walk and The Mount, car parking is available at
all of the Reading Sites. Parking permits are required at all properties and there is a charge for
parking at most sites. Please contact the Accommodation Office for further details. Parking at
Princes Street, Sutton Walk and The Mount is controlled by Reading Borough Council and
permits are issued by them upon receipt of proof of ownership of the vehicle, and proof of
tenancy in the property.
Smoking
We operate a no-smoking policy in all our properties.
Disabled facilities
Disabled facilities are available at Suffolk House and Merlin Lodge.
Please contact the Accommodation Office for further details.
Fire alarms
Fire Alarms are tested every week in all of the Reading Accommodation.
Please see the posters for more information or contact the Accommodation Office.
Section 2 - Welcome
This resident handbook has been put together as a reference for you.
It provides information on the services provided by Sovereign Housing
Association and what your rights are as a resident. If there is anything else that
you need
to know please ask us.
Plain language
We aim to keep the handbook as jargon free and easy to read as possible. However, there
are words and phrases which you will need to know when reading this handbook and these
are explained in the Jargon Buster Section.
Language Line
If you require documents or letters in a language other than English please let us know. We
use the services of Language Line who will provide a fast efficient and confidential translation
service covering more than 120 languages. Please speak to your Accommodation Officer if
this service is required.
What is Sovereign Housing Association Ltd?

Sovereign Housing Association Ltd is a long-standing housing association, originally set up in
1989. Its head office is in Newbury, Berkshire. In 2016 Sovereign and Spectrum Housing
Group Ltd (who previously managed these schemes) merged to form a new organisation
owning and managing over 55,000 homes.
Sovereign is a charitable Registered Society with the Financial Conduct Authority under the
Co-operative and Community Benefit Societies Act 2014.
We are a social business, committed to making a difference

to people’s lives. We do this by providing quality, affordable
housing, investing in people and communities, and
supporting our residents in achieving their aspirations. We
aren’t run to make a profit so that we can pay big bonuses to
shareholders. We put any surplus we make back in to our
homes and services, investing in communities for existing
and future residents.
How is Sovereign run?

Overall responsibility lies with our Board which is specifically responsible for the policy and
long-term strategy. However, day-to-day operations are the responsibility of paid staff headed
by the Chief Executive and seven Executive Directors.
The Board is made up of people who have experience in either housing management or
property development plus other support skills needed to run a business e.g. accountancy,
information technology, personnel etc. These include resident Board members.
What sort of homes does Sovereign have?
The Association has a variety of homes to suit many different peoples’ needs:
» General rented homes for single people and families

» Sheltered homes for older people
» Supported homes for people with a variety of support needs including learning disabilities
» Keyworker accommodation specifically for doctors, nurses, police, teachers and other workers
in important service areas
» Shared ownership homes where people can buy part of a home and pay rent for the rest
» Leasehold Schemes for the elderly. Accommodation for older customers to purchase
» Student Accommodation
.
Where are Sovereign’s key areas of operation and offices?

Sovereign has property in ownership/management in around 70 local authority areas across
the south and south west of England.
The Association’s services are provided via its head office in Newbury, Berkshire and various
regional offices.
Jargon buster
A
Agreement
A signed contract between a landlord and the resident which sets out what is expected of each party and what
rights each has. This could include a tenancy, licence or a lease agreement.
Arrears
See rent arrears
Anti-Social Behaviour Order (ASBO)
This is an order made by a court to stop someone from being anti-social and may also stop them from going to
certain locations (exclusion zones).
An ASBO can be given to anyone over the age of 10 and lasts for at least 2 years. Breach of any of the terms of an
ASBO is a criminal offence.
Association
For the purpose of this handbook the ‘Association’ refers to Sovereign Housing Association
Assured shorthold tenancy
This gives the tenant the right to occupy a property for a fixed term of the Tenancy Agreement. At the end of the
fixed period of time the landlord or the tenant has the right to terminate the tenancy.
B
Black and Minority Ethnic (BME)
Black and Minority Ethnic. Some times written as BME (Black and Ethnic Minority). This is the term used to
describe people from minority groups.
C
Customer Care Charter
Our Customer Care Charter highlights the standard of service we aim to give our customer.
Cyclical maintenance
A programme of work that is undertaken on periodic basis to ensure that properties are maintained in a good
condition.
D
Data Protection Act
Under the Data Protection Act (1998) individuals have certain rights to access information that is being held about
them by organizations and companies. These organizations and companies also have a responsibility under the
Act to store and use the data that they hold in a responsible way.
E
Equality and diversity
Treating all people fairly, regardless of their background.
Eviction
Being legally removed from your property by bailiff following a court order for possession.
H
Housing association
A non-profit making organisation which provides homes either for people who cannot afford to buy their own or who
need special types of housing, for example elderly people. A Management Committee (or board of Management)
manages associations.
M
Major repairs
Improvements to housing stock that are too substantial to be covered by normal allowances for repairs and
maintenance work.
Mediation
A method of resolving disputes between two parties using a third, external party, known as a ‘Mediator’. The
Mediator who must be neutral in the dispute aims to bring the two opposing parties to an understanding of the
issues, including each other’s point of view and to reach an agreed solution to the dispute.
N
NHSK
NHS Keyworker housing – situated on or offsite surrounding key hospitals that Sovereign works in partnership with.
P
Planned maintenance
A programme of works undertaken to renew major items to ensure that properties are maintained to a modern day
standard.
Possession order
A legal document obtained from a County Court by a landlord to gain possession of a property.
R
Rechargeable repairs
Repairs carried out by a landlord where the resident must pay because they have caused the damage or are
responsible as a shared owner/leaseholder.
Rent
Money paid to a landlord by a tenant in exchange for occupying a property.
Rent arrears
If you fall behind with your rent payments (whether paid by Housing Benefit or yourself), you are said to be in rent
arrears. This means that you owe your landlord money. Tenants who are in rent arrears would be advised to
contact their landlord as soon as possible to try and sort the problem out. Being in arrears is a breach of the
Agreement and can lead to eviction.
Repairs
Mending something that is broken, inside or outside your accommodation e.g. a blocked drainpipe. A tenant should
refer to the Agreement to see whether they or their landlord is responsible for carrying out a particular repair.
Resident
Someone who lives in a property.
Responsive maintenance
Ad hoc and one-off repairs to deal with an immediate problem.
S
Shared housing
Accommodation in which people live in separate private rooms but share certain facilities, such as the kitchen and
bathroom with other residents. Hostels and some housing schemes for older people or people with special needs
are shared.
T
Tenant
A person or people who agree to occupy a property, owned by someone else in exchange for payment (i.e. rent).
V
Voids
Empty accommodation waiting for works to be done or someone to move in.
Section 3 - What you can expect from us
Sovereign believes accountability to our residents on both major and minor
issues is important. Only a sensitive and relevant approach can effectively deal
with any problems. Close contact and a trusting relationship between the
Association and residents will assure rapid and suitable responses to residents’
needs.
In this section we will briefly set out ways in which the Association will
» Consult with you on issues affecting your tenancy and the services we provide
» Deal with your complaints
» Deal with claims for compensation
» Provide opportunities for you to be involved in the running of the Association.
The full version of these policies can be obtained in the following ways:
» Download from the internet – log on to www.sovereign.org.uk
and browse our on line library of information
» Contact your local Accommodation Office
» Call in to your local Accommodation Office
» Contact our head office – 0300 777 7837.
As a registered housing association, we are monitored by our Regulators.
Customer service
Every time you contact us we want you to have a great
experience
Our approach is to be informative, professional and friendly whenever and however you
contact us.
We know that you expect a great home and a great service. We will make sure we deliver
this in an approachable, professional and respectful way.
In order for this to happen we are asking our staff to focus on key behaviours:
» Can-Do
» Collaborative
» Responsible
» Creative
Our promises to you
We will make it easy for you to contact us by:
 Providing a range of ways to get in touch which are free or inexpensive to use
 Making information available in a number of formats

 Communicating clearly and keeping things simple and easy to understand
We will answer all enquiries promptly irrespective of which communication

method you choose to use. We will always get back to you when we promise to
by:
 Answering your enquiries promptly when you first contact us and provide helpful
information
 If we can’t resolve your enquiry straight away, we will acknowledge receipt of the
enquiry by the next working day and let you know who’s dealing with it
 Ensuring that staff take responsibility for dealing with your enquiry, tell you when they will
respond fully and keep you informed of progress
We will be friendly and courteous, and treat you with respect and dignity. We
will have positive, ‘can-do’ attitudes and be committed to delivering great
customer service. We will ensure this by:
 Recruiting, training and developing our employees so they have the right attitude, skills
and knowledge to meet your needs

 Training all our staff in delivering great customer service
We will listen to you and act on feedback. We will try to involve you in all that
we do. We will do this by:
 Placing you at the heart of what we do
 Checking with you that we have understood what you want

 Asking for feedback, learning from this and using it to improve our services
 Offering a menu of options and opportunities to get involved in the management and
decision- making of the Association
We will be responsive and find ways to solve problems quickly.

We will do this by:
 Setting and achieving challenging targets to ensure that we are one of the best
performing landlords in terms of quality and cost of services

 Working with partner organisations, the voluntary sector and other service providers to
make sure we provide a consistent and efficient service
 Offering you a choice of appointment times and letting you know promptly if we need to
change it
 Encouraging staff to be creative and come up with innovative new ways to resolve
problems
We will make sure that you have a main point of contact and that you are given
their name. We will ensure this happens by:
 Directing you to the right person who can answer your enquiry
 Ensuring all staff state their name when answering the telephone and in writing to
you
 Carrying identification when we visit you
We will maintain your confidentiality and privacy by:

 Ensuring that your personal data is kept in accordance with data protection
legislation
 Making sure that our records about you are accurate and secure
 Having private interview rooms available in our offices if you visit us
We will be open and honest in all that we do by:

 Ensuring we act in a responsible and professional way
 Ensuring that our information and decisions are clear and transparent
 Making sure you receive a full explanation of any decisions made and any rights that
you have to appeal

 Saying Sorry if we get anything wrong and put it right as soon as possible
We will ensure that you are treated fairly by:

 Ensuring that our policies, procedures and working practices offer equality of
opportunity and foster good relations in our communities

 Providing accessible services that are fair and free from discrimination
 Arranging interpretation, translation and support services if you need them
 Treating you as an individual by being aware of your needs and responding to them
Measuring how well we are doing

We will assess our performance against these promises and against the service targets that
we have agreed with residents.
We will report how we are doing publicly via our annual report, website and the media.
Our performance will also be regularly checked by our Board and resident groups.
Consultation at Sovereign
All housing associations should consult residents about changes which affect a large number
of them, particularly on proposed changes to housing management and maintenance policies
and procedures.
Consultation is a two-way process and Sovereign is keen to receive feedback from you. In this
way we ensure the policies we operate and services we provide meet your needs.
Information sheets and local meetings with both Residents’ Associations and individual
residents are some of the ways in which we keep you informed and give you a chance to let
us know your views about proposed changes and other issues. We also use other methods
to obtain your views for example, through surveys or questionnaires. We use these
questionnaires to help improve our management and maintenance services and the design
of our new homes.
How to complain
Sovereign takes all complaints seriously. Our complaints procedure is open to everyone who
is receiving or requesting a service from us and all reports are recorded and monitored
centrally, providing valuable feedback on our service delivery.
All complaints are treated in confidence but we will not deal with anonymous complaints.
Complaints concerning other residents or your neighbours are dealt with under our Neighbour
Nuisance policy.
How can I complain?
» In person
» Through a friend or advocate
» By telephoning (including text-phone)
» By email
» In writing
» By fax
» In Braille
» In most languages
» Through our website
Where do I send my complaint?
» Accommodation Manager on NHSK site
» A Helpline Advisor
» A member of Sovereign with whom you have been dealing
» Divisional Director (West)
Who can help me if I have a problem?
You can request information from our Divisional Director who can be contacted at the following
address:
Divisional Director (West)

Woodlands, 90 Bartholomew Street, Newbury RG14 5EE
Tel: 0300 777 7837

Email: contact@sovereign.org.uk
Internet: www.sovereign.org.uk
Compensation
Sovereign is committed to delivering high quality services to our residents – every time.
Sometimes our own high standards are not met. In some cases if we do not deliver what we
promise, you may have the right to compensation. This section outlines our compensation
scheme as described in our Compensation Policy.
Who can claim compensation?

The following people can claim compensation from Sovereign Housing Association:
» Tenants.
» Leaseholders.
» Shared owners.
» Applicants for housing.
When will Sovereign not consider compensation?
We will not pay compensation when:
» You are responsible for the underlying actions that have caused the claim.
» The circumstances would normally be covered by contents insurance such as water damage
following a leak. Please refer to your tenancy agreement schedule.
When is compensation considered?
We usually consider compensation when:
» We fail to meet our repair service delivery standards.

» We fail to meet other services delivery standards.
» A room cannot be used due to a poor repair or lack of repair.
» You have to move permanently to other accommodation at Sovereign’s request.
» A resident is moving and has made one or more qualifying improvements listed under our
Compensation Policy.
» Loss of your home or use of rooms due to a natural or other disaster.
(Please refer to “Claiming Compensation” leaflet for further information)
Resident involvement
Sovereign is committed to the principal of consultation and involvement and believes that this
is the best way to deliver a better, more cost effective and more responsive service.
» To make Sovereign more accountable to residents.

» To develop local participation within Sovereign’s housing developments.
» To provide opportunities for residents to get more involved in managing their homes.
» To provide suitable training and support.
» For residents to get involved in the review of services as part of our Continuous Improvement
Policy.
» To ensure equal opportunities for all and in particular to seek involvement from members of
the black and minority ethnic communities.
We have developed a Residents Involvement Strategy that aims at making these
commitments real.
Equality and diversity statement

We will strive to ensure that there will be no discrimination or unfair treatment on the grounds
of gender (and gender reassignment status), race, colour, ethnic or national origin, faith,
sexual orientation, marital/civil partnership status, age, disadvantage. We aim to ensure that
everybody is treated equally and has equal opportunity to receive the service and
employment opportunities we offer.
We recognise that there are many barriers to true equality of opportunity, ranging from over
prejudice in favour of, or against, particular groups or individuals to unwitting ignorance of
different lifestyles and needs. On whatever level it exists, discrimination is neither acceptable
nor tolerable.
Our commitment therefore is to those recruited by us and that other services we provide, such
as housing advice, repair and rent collection, are carried out fairly.
We will develop a positive action culture through which achievement of equality is a key thread
to our business, underpinning everything we do. To achieve this we will set clear objectives for
all our services regularly measure our performance and take positive action to deal with any
imbalances we find.
Data protection
We are registered under the Data Protection Act 1998 and all the information held has to
comply with the rules laid down by this legislation. The Freedom of Information Act 2000 came
into force on 1 January 2005 and does not currently apply to housing associations. If this
changes we will review our policy in order to comply and we will tell you that we have done
this.
You have the right to see information which we hold about you. If you would like access to this
information there may be a charge to cover our administration costs. We will not pass your
information onto anyone else without your permission (this includes relatives).
Section 4 - About your accommodation
Your agreement
The agreement that you have signed is a legal contract between you and us.
The agreement sets out the responsibility and rights that you have as a
resident.
These include:
» The right to enjoy your accommodation in peace
» The right to have repairs attended to
» The right to complain.
If you wish to stay beyond your nominated end date of your tenancy, agreement must be
sought with the Accommodation Office.
If you wish to leave before the nominated end date of your tenancy please put this in writing to
the Accommodation Office. Please note our notice period is either 1 calendar month or 28
days, please check your agreement.
Please note that if you have entered into a fixed term contract, your tenancy cannot expire
before the end of that fixed term.
Taking in lodgers or sub-letting
Please refer to your tenancy agreement. Under no circumstances would you be entitled to
take in lodgers or sublet your property. For further information please contact the
Accommodation Office.
Your obligations and responsibilities
Your tenancy agreement sets out in detail your responsibilities. If you do not keep to these you
will be in breach of your agreement and we may ask the Court to evict you and return the
property to us.
Our obligations and responsibilities to you
Your agreement sets out in detail our responsibilities as your landlord. If we fail to meet these
you will be able to report your dissatisfaction through the Customer Complaints procedure –
please see Section 2.
Moving into your accommodation
We carry out a full inspection of your accommodation before you move in. Any maintenance
works will have been carried out to your accommodation to make sure that it is ready for you
to live in including checks on all gas, electrical fittings and your heating.
Should you require copies of any safety certificate or energy performance certificate please
ask at your local accommodation office.
If you are moving into newly-built accommodation you need to be aware of the following:
» A new property requires approximately nine to twelve months to dry out.
» New schemes are designed to reduce draughts and because of this there is a greater
likelihood of condensation. It is very important to have heating and ventilation in your
accommodation to prevent condensation.
» Any defects in the property should be reported to Sovereign.
Please contact your Accommodation Office for further information.
Items provided in your accommodation Please refer to your specific sites in Section 1.
Section 5 - Paying for your accommodation
It is a legal obligation of the tenant to pay the rent as, or before, it becomes due
as stated in your Tenancy Agreement. Failure to pay rent as it is due will lead to
Sovereign taking action to recover possession of your accommodation.
What is included in your rent
Usually the following are included in all our NHS Key worker properties:
» Fittings such as carpets, curtains, light fittings etc.
» Furniture such as bed, desk, chair, wardrobe etc.
» Cooking facilities and fridge freezer
» Housekeeping service to communal areas
Please see Section 1 for site specific information.
What is not included in your rent

» Cleaning materials
» TV licence
» Car parking
» Cleaning of family properties
Please see Section 1 for site specific information.
Tenancy Deposits
The majority of sites do not currently take a deposit other than a booking deposit. Where
deposits are collected they will be lodged under a deposit protection scheme and you will be
notified of the details by the local Accommodation Office.
Your Rent
The rent we charge is intended to reflect the value you get from the use and occupation of
your home. All the rents collected by the Association are used to cover such things as:
» Management and repair costs.
» Sinking fund provision for major works in the future.
» Loss of income on empty properties.
» Interest charges on money borrowed in the past.
» A contribution towards the cost of new schemes built by the Association.
Since 1998, the Government has required all housing associations to look at their rents
carefully, mainly because less government subsidy is available and associations have to rely
more heavily on their own source of income to meet costs. The Government also expects
associations to keep their rents within the reach of people who are in low-paid employment.
How your rent is calculated

As you are an Assured Shorthold resident your rent will be assessed once a year with any
increase taking effect from May of that year (Please note that local variations can apply so
please see your tenancy agreement for further details). The rent is increased in accordance
with the partnership contract Sovereign has with the Trust.
Please note: A service charge may be added to the basic rent. This is covered in the section
under ‘Service Charges’.
Council Tax and utilities
Your rent may include any Council Tax and utility costs due. Please check with your local
Accommodation Office for clarification.
Service charges
In many cases it is likely that in addition to the basic rent a charge for services will be payable.
This charge will be added to the basic rent which will form the total amount of rent payable
and will account for any services provided by the Association including services such as
equipment hire, communal cleaning and broadband etc. In all cases these charges will only
apply where the service is received. Details of any services provided to you by the
Association will be set out in a schedule and attached to your tenancy agreement at the time
of signing.
Service Charges will be based on the cost which arose during the financial year prior to the
service charge review date. In instances where there has been no service charge history i.e.
in the first year of a new development, costs will be estimated and amended accordingly on
the 12 month review date.
Service charge alterations

The Association may change the service charge at any time upon written notification to those
tenants concerned. When it is necessary to change the service charge all applicable tenants
will be advised at least one month in advance to the change. In all cases the Association will
not change the amount payable more than once in any period of six months.
In cases where the Association believes that a service is no longer required or where it
becomes impossible to provide a service, that service will stop and the applicable amount
deducted from the tenants service charge accordingly. The Association may also decide to
provide extra services where it is believed it is necessary to do so.
Where a change has been made, access to any extra service charge information will be
available from the Association as long as it is required within six months after notice of the
service charge change being made.
Monitoring
The association regularly monitors rents and service charges to ensure they are comparable
to other rents in the area, and are also affordable to households on low incomes.
Under performance standards set by the National Housing Federation the Association is
required to publish comparable rents in the area it has housing stock.
Reservation/transfer fee
Sovereign generally does not charge a reservation fee but does require at least 24 hour notice
to cancel a booking. If less than 24 hour notice is given a charge may still be made. However,
for students reserving accommodation at Leicester, a reservation fee is required which will be
deducted from the first rent payment. If a student fails to arrive on the designated arrival date
and did not inform the Accommodation team of the cancellation within six weeks of the arrival
date, the reservation fee will not be refunded.
Sovereign also charges a room transfer fee should the accommodation we have provided you
meet your requirements, but you still wish to move rooms.
Ways of paying your rent

» Payroll deduction (NHS staff only)
» Direct Debit
» Standing Order
» UK Bank Transfer
» International Bank Transfer (BACS)
» Cheque – made payable to Sovereign Housing Association Ltd
» Debit or credit card (Sovereign reserves the right to recover the cost of the processing card
payments).
Please DO NOT send debit cards in the post. Cheques sent by post must have a name,
address and if known, your tenancy number on the back. This will help us ensure your
payment is allocated to your rent account promptly.
Details of payment methods available
Direct Debit
Sovereign promotes residents paying by direct debit. If you wish to pay your rent by direct
debit please contact the Accommodation Office.
Debit/Credit Card
You can pay your rent over the phone by debit /credit card by telephoning the Accommodation
Office. (Sovereign reserves the right to recover the cost of the processing card payments).
Standing Order
If you wish to pay your rent by Standing Order, please contact the Accommodation Office.
Cheque
Cheques should be made payable to Sovereign Housing Association Ltd and sent to your
local Accommodation Office. Please ensure that your full name and address and tenancy
number is written on the back of your cheque. You will be sent a receipt once we have
processed your payment.
Cash
In person by visiting the Accommodation Office (business hours only) Please do not send
cash in the post.
Internet banking
If you currently manage your bank account using internet banking and would like to set up a
regular payment from your account to pay your rent please make payments to;
Account Number: 46156119
Sort Code: 56-00-35

Reference: You must quote your tenancy number on any payments – if this is not
available please prefix your name with the following:-
Reading – READ
Cheltenham and Gloucester – C&G
Leicester – LEICS
Poole – POOLE
St Mary’s - STMARYS
International Bank Transfer

If you wish to transfer your rent directly into our bank account from overseas you will need the
following details:
Bank: National Westminster
Branch: Bournemouth
IBAN number: GB18NWBK56003546156119
Reference: Please ensure your payment is made by quoting a reference, name and
property address.
MySpectrum
If you wish to make an online rent payment with your debit /credit card you will need to
register for a MySpectrum account, you can do this by visiting www.sovereign.org.uk and
registering your interest, alternatively register your interest by calling the Contact centre on
0300 777 7837.
Statement of Rent
Upon request we can send you rent statements showing all transactions. We also send these
statements out quarterly.
Section 6 - Dealing with rent arrears
What happens if I fall behind with my payments?
The Association recognises that the majority of residents are responsible about paying their
charges and that in most cases when payments are missed there are genuine problems.
Our approach is to provide as much advice and assistance as possible in the early stages
when rent or other arrears occur. We aim to understand the circumstances which lead to the
problems arising and seek to work with residents to resolve any financial difficulties.
At the first sign that you may have problems making your payments you should contact the
Accommodation Office.
We would urge you to co-operate with the Association in these circumstances so that we can
resolve the problem. Lack of co-operation may result in us taking legal steps which can lead to
you losing your home.
First steps
» Following the automatic production of the monthly invoices at the beginning of the month the
Accommodation Administrator/Accommodation Officer will check the outstanding balance
figure.
» Should there still be an amount outstanding from the previous month, Arrears Letters 1 will be
issued.
» The Accommodation Officer will diarise and check at regular intervals for payment. Attempts to
make contact with the residents should be made, whether by phone or personal visit to agree
a mutually acceptable payment plan.
» Should there still be an outstanding balance when the next monthly invoice is produced
Arrears Letter 2 will be issued.
» The Accommodation Officer will diarise and check at regular intervals for payment.
All attempts to make contact with the resident should be made, whether by phone or
a personal visit to agree a mutually acceptable plan.
» The Accommodation Officer will also review the situation with the Accommodation Manager
as part of the monthly Arrears Report dialogue.
» Should there still be an outstanding balance when the third monthly invoice is produced
Arrears Letter 3 will be issued.
» At this stage the Accommodation officer will discuss with the Accommodation Manager the
appropriate form of action, i.e. the issue of a Notice Seeking Possession or passing the debt
to a debt recovery agency. Please refer to the Former Tenant Arrears Policy for full details of
the economics to pursue a debt, debt collection agencies and legal action.
Then the legal steps

Notice of seeking possession
The Notice is the first stage of the Association’s legal steps to recover the debt, which could
result in a court hearing and you being evicted from your home.
The Notice will either be hand delivered or sent by recorded delivery, with a letter explaining
what you should do. It will remain valid for 12 months, and if at the end of that period the debt
is still outstanding, a new Notice will be served.
Court hearing
If you do not respond satisfactorily to the Notice of Seeking Possession by either paying the
arrears or making an arrangement to pay off the debt, the Association will apply to the County
Court for a court hearing.
In most cases the County Court will grant a 28 day possession order which can be suspended
if an agreement has been made to pay the debt or further action can be taken at the end of
the 28 day period. If you still fail to co-operate this could result in you losing your home. Only
in exceptional circumstances will the Association ask for an outright possession order and this
will only be done after approval from the PFI Business Manager/ Accommodation Manager.
Please note: If you fall into arrears and take no action to co-operate with the Association, in
addition to rent arrears, any costs incurred i.e. Court Costs, will be added to the outstanding
debt. So it is important to try to sort out the problem with the Association at an early stage.
Eviction
An eviction is seen as the last resort by the Association and is only undertaken where you
have failed to make satisfactory agreements with the Association to pay or reduce your
arrears.
If it is necessary for the Association to seek possession of your property by evicting you, the
Accommodation Manager will give their consent for the County Court to be contacted to agree
a date for a bailiff to attend at the property.
The local housing authority and the social services department may be notified of the eviction
date.
Any personal furniture or personal effects left in the property following the eviction will be left
there for ten days and if not collected in that period will be disposed of.
How can I repay the arrears?

If a debt arises the Association will try to reach agreement with you for repayment of the
existing rent plus a realistic amount off the rent arrears.
If you receive Housing Benefit we will suggest that the Housing Benefit should be paid direct
to the Association. If the debt exceeds two months rent the Association will insist on direct
payment of the Housing Benefit.
If you are in full time employment we may seek an Attachment of earnings Order whereby you
employer will pay the rent direct to the Association from your earnings.
Please note: In no circumstances will the Association use distraint of your personal goods to
recover outstanding rent arrears.
Relationship breakdown
Arrears often arise after relationship breakdown in a joint tenancy with both parties being
equally responsible for the debt. The Association may consider if felt appropriate, for the
outstanding debt to be equally divided between the two parties.
Former tenant arrears
In situations where the tenancy or lease is terminated with no notice being given but with
arrears left outstanding or where arrears are existing at the time of vacation when notice is
given, the Association will pursue the recovery either by reaching an agreement with you or by
referring the debt to a debt collection agency where further action could be taken i.e. a small
claims court.
Benefit advice
If you do find difficulties paying your rent you could get help with your payments by contacting
the Housing Benefit Section or Department of Social Security.
Although Housing Benefit is operated by your local council our staff should be able to help you
with advice on how to apply, who to contact and how the system works.
Even if you are already receiving Housing Benefit you might be entitled to a higher amount of
benefit. The amount of benefit you get depends on how much income you have.
You may also be entitled to other benefits, for example help with Council Tax payments,
Family Credit and other benefits. If you are in doubt about what you are entitled to or whether
you should be receiving more benefit the golden rule is to claim and check. Our staff will be
pleased to help you or put you in contact with expert advice, such as a voluntary body that
may be able to assist you i.e. CAB (Citizens Advice Bureau) or local advice centre.
Universal Credit/Housing Benefit

Universal Credit is replacing Housing Benefit, Job Seekers Allowance (income based),
Employment and Support Allowance (income related), Income Support, Child Tax Credits
and Working Tax Credits.
Claims for Universal Credit will be administered by the Department of Works & Pensions.
Most claims will be expected to be done on line.
Universal Credit is now being rolled out across the country.
Claiming benefit is your responsibility.
Chasing claims is your responsibility.
» Always inform your local benefit office of any changes in your circumstances and also any
change in the amount of rent you are charged.
» When returning your completed benefit form to the housing benefit department, request a
receipt as proof you have returned it.
Always keep Sovereign updated if you are in the process of claiming or submitting a new
claim for benefit.
If you are applying for benefit the amount and type of information you need to provide can be
confusing. Under a new system designed to reduce fraud you now have to supply more
evidence of who you are, where you live, your income and any savings you may have.
The following is intended to give you an idea of what type of evidence is required and what
documents are acceptable when making a claim for benefit.
All documents used for evidence must be original. Copies will not be accepted
What can I use to prove who I am?
You should always supply your National Insurance Number and at least two of the following:
» Passport
» Driving licence
» Birth certificate
» Utility bills
» Marriage certificate
What can I use to prove where I live?

» Tenancy agreement
» Letter from landlord
I am working, what evidence do I need to supply?
If you are working you need to supply evidence of your income.
The following are acceptable:

» Wage slips for 5 weeks or two months.
» A certificate of earnings signed by your employer.
» A letter from your employer showing the same as a certificate of earnings.
» If you receive working family tax credit you should provide your notification letter.
I receive other benefits;

do I need to supply evidence of these?
If you receive any other income, other than wages or benefits, you have to supply evidence of
these amounts received. An example of other income may be child maintenance payments
from an ex-partner. Evidence may include:
» Payment slips.
» Your bank statement, if money is paid to your bank account.
» Award notification.
» Award notices from the Court.
» A letter from an ex-partner/ absent parent, who is paying maintenance.
I have got some capital;

do I need to tell the Housing Benefit Department?
You do have to advise the Housing Benefit Department of any capital you may have, for
example, savings in a bank account, National Savings Certificates, Premium Bonds, and you
should provide evidence of these.
» Your bank/building society statement for at least two months.
» National Savings Certificates.
» Premium Bonds.
» ISAs.
It is very important when you apply for housing benefit that you supply all information
requested of you, otherwise it will cause a delay or prevent your claim being processed at all.
This means you will have to pay rent in full yourself.
If you need further advice about completing your application for housing benefit please contact
the benefit department at your local council offices.
Section 7 - Taking care of your
accommodation
What is Sovereign responsible for?
The Association is responsible for the following repairs and maintenance in and
around your home and we have placed each type of repair within a category
emergency, urgent or routine. The following are examples of our
responsibilities:
Emergency – Make safe within 24 hours

‘Genuine danger to life and limb or likelihood of major damage to the property’.
Examples are:
» Gas leaks – always contact the National Grid immediately 0800 111 999
» Burst pipes
» Broken main entrance door
» Blocked main underground drains
» Electrical faults where there is risk of injury
» Central heating failure between 1st November and 30th April (unless alternative heating is
available)
» Breakdown of combination boilers
» Complete loss of hot water supply (contact emergency Out of Hours on 0300 777 7837)
» Complete loss of electric supply (contact emergency Out of Hours on 0300 777 7837)
» Complete loss of water supply (contact your water supplier first)
» Serious roof leaks
» Smoke detector not working (does not include changing batteries)
» Broken glass in communal areas
» Complete failure of lighting in communal areas (e.g. staircases)
Urgent – Completed repair within 7 days

Examples are:
» Plumbing leaks
» Electrical faults on equipment supplied by Spectrum Housing Group
» Heating failure between 1st May and 31st October
» Lift breakdown
» Non-flushing toilet (where an alternative is unavailable)
» Lack of hot water (where an alternative is available)
» Minor roof leaks
» Removal of racist or offensive graffiti
Routine – Completed repair within 28 days

Examples are:
» Carpentry repairs
» Light pendants or other electrical fittings
» Repairs to external fittings
» Dripping tap or ball valve
This means that if you report a fault to the Association we will arrange for the repair to be
carried out within the given timescale.
Most day-to-day repairs fall into one of the three categories shown above and are undertaken
by our Building Maintenance Officer on site or our approved contractors. However, repairs
such as external painting are carried out on a cyclical basis and are treated in a different way,
using the planned program. A copy of the planned program is available on request from the
accommodation office.
Routine estate inspections take place to ensure that our estates remain safe and in repair. If
you would like to accompany a member of our staff on an estate inspection please contact
your local accommodation office.
Sovereign also carries out safety checks to all properties. Copies of all safety certificates are
available on request at the Accommodation Office.
What are you responsible for?

Any repairs carried out by the Association that are caused by misuse or intentional damage
will be recharged to the resident.
Residents are also responsible for the following:

» Blocked sinks, basins and toilets
» Light bulbs
» Intentional or negligent damage by you
» Damage to locks
» Lost or stolen keys
» Items provided or installed by you
» Removal of rubbish
What should you do when you want to report a repair?

You should report repairs by contacting the Accommodation Office during opening hours by
email, by phone, in person or in writing.
Out of office hours’ services for emergency repairs

For emergency maintenance required out of office hours, at weekends and over bank holiday
periods, please ring 0300 777 7837. These calls will be answered by a 24x7 call service who
will call out a contractor. Sovereign will pay for the call out and work as usual. Only works in
the emergency category can be dealt with. Should the contractor be called out for a non-
emergency item or an item that is not the responsibility of the Association
(e.g. tenant’s own cooker or a resident who is locked out of the accommodation or loss of
keys) or should the call out be found to be unnecessary, the Association reserves the right to
recharge the tenant for the cost of the call out.
Asbestos
A specialist asbestos consultant has undertaken a sample survey of the Association’s
properties. The survey was designed to highlight any asbestos containing materials that may
be disturbed during maintenance or refurbishment works during the day-to-day activities of the
occupiers.
As this was a sample survey not every property on a scheme will have been inspected,
although we did target those that were built while asbestos was still being used. If you
discover a material that you think may contain asbestos please contact our free phone
number so that we can have it analysed.
It must be assumed that if asbestos is identified in a material in one room/area it may be

present in similar material elsewhere in the property and therefore should be treated in the
same way, left undisturbed.
Important
Asbestos was used in artex until the early nineties. We advise that if your property was built
before 1995 and you have artex surfaces (usually ceilings) you should assume that they
contain asbestos. If this is the case our advice is simply that you do not drill, rub down or work
on these surfaces. If you do require any maintenance works to these surfaces please contact
your local Accommodation Office.
Right to repair
If the Association fails to meet its repairing obligations you may have the right to be paid for
carrying out the repair yourself OR be paid compensation.
Gas safety inspections

Each year around 40 people die and a further 200 suffer carbon monoxide poisoning because
of faulty gas appliances. In many of these cases the problem could have been avoided if an
annual safety check had been made.
As a responsible landlord, Sovereign takes its obligations to health and safety seriously. This is
particularly the case with performing annual gas safety checks on the appliances we provide
in our homes.
Gas appliance servicing is an important safety aspect of our standard service to all customers.
For a very small inconvenience we can help secure your safety (and that of your family) at no
extra cost to yourself.
Each year our contractors check the gas appliances in all of our homes. They undertake
repair and maintenance works if required to ensure the safe operation of the appliances. At
the end of this they issue a safety certificate (CP12) and give you a copy. This is our record of
the check. Sovereign retains these certificates on file for 2 years. Please ask at the
Accommodation Office if you require a copy of this.
Please note – there are no gas appliances at the Gloucester or Leicester sites.
Gas leaks
If you smell gas you must take action immediately.
» Do not turn lights or sockets on or off. Switches can generate a spark, which can be enough
to ignite any gas.
» Do not light matches or lighters.
» Do not use your mobile phone until you are away from the property.
» Notify your local Accommodation Office who will arrange for the gas supply to be turned off.
» Open all windows and doors, allowing the gas to disperse.
» Call the FREE National Grid emergency number 0800 111 999
» Leave the building immediately
» Warn immediate neighbours
Call us and explain the situation.
How you can help

Sovereign takes all reasonable steps to ensure that the gas safety checks take place. To do
these checks we need access to your home. They do not take long. You can help us by
making sure that:
» You report any faults with you appliances as soon as they occur.
» You respond to our contractors when they call to arrange an appointment to do the gas safety
check or when you receive a letter from us about this.
» Under your Tenancy Agreement, Sovereign has the right to gain access to your home to
undertake these works. If you consistently refuse to co-operate with us or refuse access we
will escalate the request for access as follows:
» Sovereign or the contractor will contact you to arrange the inspection at least 5 working
days beforehand.
» If this is unsuccessful we will write to you asking you to call the Contractor or our
Accommodation Office to make an appointment within 10 days.
» If this is unsuccessful we will write to you again. We will ask you to call the Contractor or our
Accommodation Office to set the appointment within 7 days. We will also outline the legal
course of action that we may take.
» If this is unsuccessful we will use any one of a number of legal options to gain access to
your home (e.g. an injunction, a Notice Seeking Possession).
Access
You must allow our staff, or nominated contractors, access to your property when we need to
carry out inspections or works to the premises or to the premises next door. Our staff or
contractors will carry identification and you are urged to request sight of this.
Contractor code of conduct

Contractors have signed up to the Association’s ‘Code of Conduct’ and copies are available
from the Call Centre on 0300 777 7837.
Decorations
It is the Association’s policy to decorate the outside and inside of your home approximately
every 7 years depending on the requirements of your property. You are not permitted to
decorate without the express permission in writing from the Accommodation Office.
Insurance
Sovereign has arranged room insurance for you with Endsleigh Insurance
Services Ltd whilst you are residing in their accommodation.
Cover is provided for your contents up to £5000 for the following risks:
» Theft.
» Fire or smoke damage.
» Storm or flood damage.
» Subsistence, heave, landslip or landslide.
» Damage caused by the leakage of either oil or water from any fixed appliance, or pipe.
» Riot, civil commotion, strike, labour and political disturbances or impact damage.
» Malicious damage.
Please note, you are not covered for accidental damage.
Please refer to the policy certificate included in your keypack for any limits to specific items.
It is important to close windows and lock doors when you are leaving your room for a
significant period of time, as a failure to do so could invalidate the insurance in the event of a
claim.
In the unfortunate event that you do have to make a claim, please contact the Endsleigh
Claims Service directly by completing a claims form online via www.endsleigh.co.uk or call
them directly on 0844 472 2507.
Endsleigh Insurance has a wide range of comprehensive and competitive insurance products
including home, car and travel insurance. Visit www.endsleigh.co.uk for more information.
Condensation
The difference between condensation and damp is usually quite easy to see. Damp patches
will look wet and generally have a watermark around the edges. White salts are also likely to
appear at the edge marking the extent of the damp. The majority of Sovereign properties have
cavity-insulated walls and damp-proof membranes in the floor which stops damp ingress. The
most usual cause of water in the walls or floors is leaking pipe work. Your Maintenance Officer
can test for this very easily with a damp meter.
Condensation on the other hand becomes apparent when black mould begins to grow on the
surface of walls. This is the most usual cause of what people call “damp” in their home. It
occurs when moist air meets a cold surface – the most common place being on glass and
around windows where a cold bridge is formed across the cavity by the lintel. It also occurs
behind furniture and in cupboards where there is no air movement.
Some suggestions to limit condensation:

» Try reducing the amount of water in the air by drying clothes outside if possible. If it has to be
done indoors, please keep a window open.
» When cooking, as far as possible, keep lids on saucepans and turn the heat down when they
are boiling, open the window and turn the extractor fan on.
» Run the cold water before the hot water when having a bath.
» After having a bath keep the bathroom door closed and the window open so that the steam
can escape directly without getting into other rooms. Turn the extractor fan on if it does not
work automatically.
» Try to ensure there is sufficient heat in your room so that there are no cold spots.
» Try to make sure that there is some ventilation in your room. Ventilation is the single most
important thing needed to reduce the build up of moisture in your home. This will reduce
condensation and give a healthier atmosphere in which to live. This is especially helpful for
anyone who suffers from asthma. Most windows have a ‘trickle vent’ at the top of the window
which should be left in the open position to ensure a flow of air into the room even when your
window is closed.
» Paraffin and liquid gas stoves should not be used as they give off a lot of water while they burn
and can contribute seriously to condensation problems. They are also a fire hazard.
Further information is available from our helpline – call 0300 777 7837.
Section 8 - Keeping your accommodation

safe
Safety and security
It is important to us that your accommodation is secure and that you are able to
live safely in your accommodation.
To protect your property you should:
» Close all windows and secure and lock all entrance doors when you go out
» If you will be away from your accommodation for a while:
» Notify your local accommodation office
» Do not leave curtains closed during the daytime
» Do not pin notes to the door
» Never leave cash or valuables lying around your accommodation.
» Lock up before you go to bed and make sure accessible windows are closed and secure.
» Never let strangers into your accommodation unless they prove their identity.
All our staff and contractors carry identity cards. Normally the tradesman, or caller, will give
you details of an issue you have reported as the reason for visiting. If you are in any doubt
about anyone attempting to gain access to your accommodation, do not let them in, shut the
door and phone the Police. If it is during office hours, inform the office staff.
Security doors to blocks of flats
For the safety and security of all residents it is important that you do not:
» Leave open or wedge security or fire doors.
» Allow unknown people into the building.
» Allow anyone to tailgate you through doors into any part of the accommodation. All residents
living in the accommodation will have their own keys for access.
If you lose your keys or get locked out of your property during office hours, please contact the
Accommodation Office. For out of hours lockouts or lost keys, please call the emergency out
of hours call centre on 0300 777 7837. (A charge for the attendance to lockouts or lost keys
out of hours will be made. Unless you accept the charge we will not attend to your call out).
Please note that all calls to the Out of Hours centre are recorded.
Safety in your accommodation

Fire Safety
The risk of fire within your accommodation is an issue taken seriously by Sovereign. It is
essential that all residents act in a responsible manner in order to:
» Prevent fires.
» Keep any fire safety equipment in good condition.
» Ensure swift and safe evacuations in the event of a fire alarm.
Fire Evacuations
Familiarise yourself with the fire safety information in your accommodation when you move
into the property. This information can be found on the wall or back of your accommodation
door.
Fire Prevention
» Never leave cooking unattended.
» Cookers, ovens and grill pans need to be kept clean at all times.
» Do not use chip pans or heat large amounts of oil in a normal saucepan.
» Candles and joss sticks are not permitted in Sovereign accommodation due to the fire risk
they pose.
» Never use electrical equipment that may be unsafe. Do not overload plug sockets.
» Never cover electric heaters with clothes or other items.
Fire protection
» Fire doors must be kept shut.
» You must not interfere with any fire safety equipment including not tampering with items such
as smoke detectors, heat detectors, fire extinguishers and fire blankets.
» Never purposely activate a fire alarm if there is not a fire – this is a criminal offence –
Sovereign will consider prosecution and you will incur a call out charge.
» Always keep fire escape routes and fire exits clear. Bikes, buggies, refuse, ironing boards or
any other items must not be left in hallways or corridors – Sovereign reserve the right to
remove any combustible material stored in a stairwell, or item deemed to be causing an
obstruction to a fire exit.
Smoke and heat detectors
Smoke and heat detectors are installed in the Association’s properties.
Under no circumstances should a smoke or heat detector be covered or disabled. If you

notice a problem with a smoke or heat detector please contact the Accommodation Office.
Interfering with safety equipment constitutes a serious offence and may result in termination of
your Tenancy Agreement.
Smoking is not permitted in any part of the accommodation.

Dealing with fire
When you first move into your property make sure that you familiarise yourself with the Fire
Safety information in the accommodation
Soft furnishings
It is essential that any additional furniture you bring into the building complies with the Fire and
Furnishings Regulations 1988 and has the appropriate label attached which conforms with
legal requirements.
Please do not bring any additional furniture into the accommodation without prior permission
of your local Accommodation Office.
We do not allow double beds to be brought into the accommodation. If unauthorised furniture
is found within your accommodation you will be asked to remove it, usually within 48 hours.
Gas and electrical safety

Sovereign ensures that current certificates/documentation is held which provide evidence that:
» All gas appliances have been tested annually
» All portable electrical appliances provided by Sovereign have been tested regularly
» The wiring and electrical circuits in the property have been tested on a five yearly basis
Electricity supply
Care must be taken not to overload the electricity supply. The electricity supply in bedrooms
may be restricted so that only small electrical appliances such as your stereo, hairdryer, TV or
PC may be used.
Your own electrical appliances must be new or have had a portable electrical appliance test in
the last year – Sovereign can usually arrange for an item to be tested for a small fee.
In the interests of safety, we discourage the use of adaptors – only adaptors with circuit
breakers (usually of a long bar design) are acceptable.
If you are an international tenant, you need to ensure that electrical appliances are suitable for
use with 240V electrical supply. Any adapters not meeting these standards will be removed
and returned at the end of your tenancy. We strongly encourage you to use only electrical
appliances purchased in the UK.
Portable electrical appliances
You must ensure that any electrical appliance you bring with you is in safe working order,
paying particular attention to the fuse and wiring of the appliance. If requested, you must
produce an electrical safety portable electrical appliances test for the equipment which can be
obtained through most electricians at reasonable rates. All portable appliances supplied by
Sovereign will be tested regularly.
Fridges, freezers and microwaves
As these items are provided in your accommodation, you will need to obtain our permission to
bring any additions of items into the property.
Emergencies, safety and security
If an emergency occurs call 999 (for example fire, or medical emergency). For non
emergencies contact the Accommodation Office in the first instance.
The UK number for the Fire Service, Ambulance Service or Police is: 999 or you can also dial
112 if you are anywhere in the European Union.
Please remember that in the event of an emergency you should make every attempt to
alleviate or contain the situation before a member of staff or contractor arrives, but do not risk
injury to yourself or others by doing so.
Hazards in your accommodation

If you see something in your accommodation that you think may be dangerous, report it as
soon as possible to the Accommodation Office.
These are the main hazards in your accommodation:

» Cooking - do not leave cooking unattended. Keep the hob, oven and grill clean and free from
fat.
» Fire doors Keep shut at all times
» Escape routes such as hallway, corridors and stairs are your escape route – keep them clear
at all times
» Cigarettes If you see someone smoking inside the accommodation building, inform the local
accommodation office.
» Candles Please do not use candles, joss sticks or other naked flames
» Stairs Please use them responsibly and carefully
» Floors Keep floors clear e.g. free from trailing electrical cables.
» Windows Never remove window restraints.
» Sockets Do not overload.
» Appliances Do not use items where the cable is worn or frayed. Ensure your personal items
have passed a Portable Appliance Test.
» Heaters Never cover electric heaters. Do not bring your own heater into the room. Sovereign
reserve the right to charge you for additional electricity usage if you are found to be using
additional heating appliances in your accommodation.
» Voltage If you are an international resident you need to ensure that electrical appliances are
suitable for use with 240V electrical supply. We strongly encourage you to use only electrical
appliances purchased in the UK.
» Personal safety Alcohol and drugs will decrease your ability to judge hazards and increase
the risk of injury both inside and outside your accommodation.
» Security Keep all doors locked and only allow your own visitors to access the building.
» Housekeeping Good housekeeping creates a pleasant environment and keeps your
accommodation safe. Poor hygiene can attract germs and pests, and increases the risk
arising from the above hazards.
Preventing hazards
In the interests of safety, we reserve the right to remove items left in communal areas which
may be a hazard.
Hot water safety

Does your property have any of the following signs?
» Excessively hot water from hot taps
» Hot water coming from cold taps
» Bubbling noises from the hot water cylinder
» Hot water running from the overflow pipe
If you notice any of these warning signs you should immediately contact the Accommodation
Office.
Gas safety checks

We have a legal duty to undertake annual gas safety checks on gas appliances within rented
homes. See section 6 for more information on Gas Safety
Personal safety
Below are some tips on keeping yourself as safe as possible:
» You are safest in bright, well lit areas
» Never take short cuts
» Get your cash out from the cash point during daylight hours if you are going out in the evening
» Try and look and act confident, look like you know where you are going and walk tall
» Spread your valuables around your body e.g. put your keys in your pocket, phone in your bag
and your money in your jacket pocket
» If someone tries to take your bag, it may be best to let them take it to avoid confrontation and
risk injury
» Shout “fire” rather than “help” – it can get more results
» Be discreet about the valuables you are carrying. Talking on your mobile, carrying a laptop
and showing friends your jewellery can show thieves you are worth robbing
» Don’t listen to a personal stereo when out walking or jogging, you need to be alert to your
surroundings
» Put a £5 note behind the back cover of your mobile phone for emergencies
» Stay with friends wherever possible and don’t walk home alone
» Look after friends if they have had too much to drink and make sure they get home safely
» If you are alone set your mobile phone to vibrate so not to draw attention to yourself
» Don’t walk and text. You are likely to be distracted and show a thief the type of phone you
have
» If using a taxi, text the registration number to someone you trust
» Always keep a trusted taxi firm phone number in your mobile
» When getting out of a taxi, ask the driver to wait until you are inside your home
» Walk facing the traffic to avoid “curb crawlers”
Section 9 - Living in shared accommodation
FAQs
Most residents of Sovereign accommodation will share their flat with other
residents. Below are the answers to some of the most frequently asked
questions about living in shared accommodation.
With whom will I be sharing my accommodation?
If you are a new resident you will normally have been offered a single room in a flat or house
sharing with other residents.
Unfortunately we are unable to provide you with the names, and addresses or telephone
numbers of the residents with whom you will be sharing as the Data Protection Act prevents
us from releasing such personal information.
What happens if I do not get on with the people I am living with?

Occasionally some people are not compatible, so if you are experiencing difficulties with other
residents then you should first of all discuss the problem with them and work together to
resolve it. Sometimes it can be helpful if you involve a mutual friend or housemate in the
discussions. If you find that you are unable to resolve the situation you may wish to seek
advice from the Accommodation Office who may be able to help you.
What happens if the people who I share a kitchen with do not clear up after
themselves?
In the first instance it is best to talk to the people concerned and explain the difficulties you are
facing, i.e. no clean plates or dirty pans. Try to reach an agreement over what is acceptable
and what is not acceptable and then give it some time to improve. Some residents of shared
flats find it useful to organise a cleaning rota between them so all communal areas of the flat
are kept to a good standard.
People I share my house with have overnight guests sleeping in their room or lounge –
what can I do?
Sovereign issue tenancy agreements for sole occupancy in shared accommodation therefore
overnight guests are not permitted unless another room is booked for the guest via the
accommodation office. It is often best for you to approach the person permitting the overnight
guests first as the Accommodation Office will contact the person concerned and often it is
obvious who has informed us. Best results come from being up front and honest and trying to
deal with it face to face.
Noise
Residents are asked to be considerate of people in adjacent rooms who may be experiencing
pressure with work or exams or may have a different lifestyle from yours. It is essential that
noise levels are kept to a minimum at all times. Noise such as music can be annoying and
lack of sleep can have a detrimental effect on people’s studies. Excessive noise is the greatest
source of frustration between residents in block accommodation – requests to turn down
music should be responded to in a positive manner. Headphones are a wise investment,
especially late at night.
We take complaints of noise pollution very seriously and action to draw your tenancy to a
close may be taken in the event of complaints. We have a Good Neighbour Policy which is
available via our website.
Neighbours
A good neighbour is someone who:
» Is accepting of others
» Is aware of the differences between people’s lifestyle
» Is aware of what their visitors are doing
» Is aware of how their lifestyle may affect others
It is part of your Tenancy Agreement not to cause nuisance to others. Action will be taken
against people who do not keep to the terms of their Agreement to protect communities from
unacceptable behaviour.
Please be aware of your immediate surroundings and act accordingly. Loud music during the
day may be a significant problem as well as at night. Where net curtains have been provided
to protect your privacy, please ensure that they are kept in place and not removed or tied
back.
Anti-social behaviour, theft and vandalism

Residents are ambassadors for their accommodation and should behave as such. Being a
resident brings many benefits and privileges but does not give any exclusion with regards to
the law.
A summary of Sovereign’s Anti-Social Behaviour policy and the action we take is detailed
below.
Summary of the Policy

We recognise that to provide a quality housing service, it must be effective in tackling
problems created by Anti-Social Behaviour.
To combat Anti-Social Behaviour we need to work with others. Everyone has the right to live
as they choose providing this does not spoil the quality of life for others.
What is Anti-Social Behaviour?

The Crime and Disorder Act 1998 defines Anti-Social Behaviour as:
“Acting in a manner which caused or is likely to cause harassment, alarm or distress to one or
more persons not of the same household”.
This can include a variety of behaviour such as: aggressive / bad language, criminal damage,
dealing drugs, harassment, intimidation, noise nuisance, racist / sexist or homophobic
behaviour, vandalism, vehicle nuisance or violence.
We acknowledge our role in addressing Anti-Social Behaviour and will use all available
powers to tackle it. Respect to others should be shown and residents or visitors to the property
should not annoy or cause nuisance to others.
How do we tackle anti-social behaviour?
In most instances the allocated Accommodation Officer will suggest that:
» The complainant speaks to the person causing a nuisance to try to resolve the problem
» If the situation does not improve, the Accommodation Officer will contact the person causing a
nuisance and advise them of what they need to do to prevent any further Anti-Social
Behaviour
» An Anti-Social Behaviour action plan will be introduced and used to resolve the problem
» The person causing Anti-Social Behaviour will be told what action might be taken should the
Anti-Social Behaviour continue. If you make a complaint about Anti-Social Behaviour your
name will not be given to the person that you are complaining about without your permission.
Residents can report Anti-Social Behaviour in a variety of different ways including telephone,
email, in person, and via our website.
For further details or a copy our Anti-Social Behaviour leaflet, policy or procedure please
contact the Accommodation Office.
Visitors
Sovereign understand that people living in our accommodation may at times like relatives or
friends to stay.
Your Assured Shorthold tenancy will detail the maximum number of people allowed to stay in
your property. If you would like a guest to stay overnight please contact the Accommodation
Office to confirm if your overnight guest needs to be allocated with their own room. You must
not exceed the maximum number of people allowed in your accommodation. There are a
number of reasons for this which are outlined below:
» Legally – to fully comply with fire regulations we are only able to permit one person to stay in a
sole occupancy room
» Health and Safety – for your guests’ safety we need to know they are staying with us
» To be fair – to others living in your shared accommodation.
Once a visitor has entered your accommodation you assume full responsibility for your guest
in respect of damage, noise complaints etc.
Illegal drugs
Sovereign adheres strictly to the law. The use or storage of illegal drugs including cannabis is
not acceptable in any of Sovereign’s accommodation. If you or someone you know has a
problem with drug use, the www.talktofrank.com can be a very useful website.
Residents found to be possessing or supplying these substances will be subject to formal

proceedings; we have a duty to pass to the Police details of any illegal activity occurring within
our accommodation.
Saving energy
The last few years have seen dramatic increases in the cost of electricity and gas utilities and
as we know unnecessary energy usage is known to cause damage to our climate.
Analysis has shown that a lot of our consumption appears to be caused by non-essential
equipment being left on overnight or during the day when not in use.
Electricity is wasted from people leaving lights on. Individual light fittings consume anywhere
between 8-50W and many rooms have a large number of fittings. It is an urban myth that it is
better to leave a light on if you are only going out for a few minutes – it really isn’t true. The
additional energy required to start up a fluorescent tube is minimal and doesn’t affect the life
time of the fitting. So if you are leaving for more than 5 minutes switch it off- it will save energy.
Our accommodation has adequate heating and there should not be necessary for additional
heaters to be brought in by individuals. If you are found to have brought additional heaters
into your accommodation you will be asked to remove them. If heaters are not moved we
may take action against your tenancy.
We are therefore, asking our residents to switch off equipment when not in use to see if we
can reduce our carbon footprint as much as possible. To achieve this requires everyone’s
help.
Posters and information regarding energy usage are placed in common areas with tips on
how to reduce our carbon footprint.
Your Accommodation Team carry out regular energy audits and as part of this will regularly
visit common parts of the building and communal kitchens and will turn off lights or other
equipment which have been left on unnecessarily or when the room is not occupied. In
addition they may leave reminder notes for you.
If everyone does their bit then we can reduce our carbon emissions and save money, which
will ultimately reduce the cost of the inclusive rents passed on to our residents.
Please remember to:

» Use the in-built power management features on your PC or laptop to power down when not in
use. A PC in idle mode often has electricity consumption not much lower than when active.
» Turn off light switches when not needed or leaving the room
» Turn off appliances when not needed or leaving the room
» Do not bring heating or cooling equipment into your room or common areas
Residents’ Code of Conduct
General Conduct
 When talking to, and dealing with other residents and members of staff you should at
all times be courteous and respectful.
 In any situation where you may be in dispute with another resident, in the first instance
you must attempt to resolve the issue yourself. In the event that it cannot de resolved
through direct discussion you may need to involve a member of the Accommodation
Team.
 Residents are responsible for reporting maintenance issues as quickly as possible to
the Accommodation office.
 Out of Hours calls are for emergencies only, all other non emergency maintenance
should be reported to the Accommodation Office the next working day.
Security
 When leaving the accommodation please ensure all, doors and windows are securely
closed. External doors including patio doors should be kept locked at all times.
 Tail gating compromises the security of all residents. You should only allow access to
the building to friends who are known to you, and for whom you take responsibility.
Communal Areas
 Keep personal possessions within your own room when occupying shared
accommodation.
 Abide by fire regulations and do not leave personal belongings in the communal areas
and particularly hallways as this creates a fire hazard.
 Items such as bicycles should not be stored in communal areas – use the designated
storage areas where available.
 When sharing bathrooms, showers and communal toilets, please clear up after
yourself, residents should rinse soap residue away and clean out the plughole of their
own hair build up.
Noise
 All residents have a right to sleep in peace. Be aware that many of the buildings are
not well insulated and as a consequence noise travels up and down as well as
sideways, particularly at night and from outside areas.
 The sound of music/TV’s/games systems between the hours of 11pm-7am should be
kept to a minimum.
 Keep your phone/skype/facetime calls private and conduct them at a reasonable
volume
 Be considerate when closing doors, do not let doors slam shut.
 Be aware of noise made during the day, as others may be sleeping.
Visitors
 All visitors should leave by 11pm
 Subletting, Sofa surfing or room sharing is not allowed.
 Overnight guests should be booked into the accommodation.
Health and Safety
 Do not interfere with or misuse any fire fighting or fire detection equipment in the
accommodation.
 Residents are not permitted to light naked flames which include candles,
aromatherapy burners, oil burners and incense.
 Under no circumstances should fire doors be wedged open
 Always use an official charger for your phone/appliance, which will meet UK safety
standards, avoid leaving electrical chargers on unattended and overnight.
 Do not overload plug sockets.
 Do not cover or place items on or adjacent to any electric heaters especially items that
are wet.
 Possessing, using, selling or being under the influence of illegal drugs and/or use of
medication for purposes other than those for which they have been prescribed is
forbidden and will be reported to the Police
 Pets are not allowed in the accommodation.
Smoking
 Do not smoke cigarettes, shisha, or any other tobacco based product of what ever
nature in the accommodation, this includes e-cigarettes.
 When smoking outside (where permitted) consideration should be given to open
windows, where smoke may travel.
Section 10 - Moving out

Ending your Agreement
If you are staying with us for less than 28 days then we expect you to move out
when your nomination to us expires as we will not have issued you with a
tenancy agreement. If you are staying more than 28 days we will have issued
you with a tenancy agreement. Your agreement will specify the start date of
your tenancy and it can be brought to an end by giving us notice, as prescribed
in your tenancy agreement, in writing. If you leave without giving us adequate
notice you will still be charged the full notice period.
You also have to plan carefully what needs to be done if you are leaving your Association
home to avoid additional charges. There are a number of important points:
» You must give your Accommodation Office at least 28 days notice in writing of your departure
» You will be contacted by your Accommodation Office to arrange a pre-vacation inspection of
your property before you move out. This will ensure that any repairs or cleaning that you are
responsible for are completed before you vacate the premises
» You must make sure your rent account and any other accounts are paid in full prior to your
vacation date
» You need to return all of your keys for the property to the Accommodation Office on the day
you have arranged to move out – please do not pass them on to a friend or colleague as you
remain liable for the rent on the property until the Accommodation Office is in receipt of all of
the keys
» You should contact the electricity, gas and water company if appropriate, to tell them the date
you are leaving so they can arrange to read the meters – this will only be applicable if you are
responsible for paying your own utilities
» You should leave your home in a clean and tidy condition. In particular you should make sure
all your personal furniture and effects, as well as any rubbish, are removed from the property,
including all food items from the kitchen cupboards, fridge and freezer. If you have a garden,
this should be left neat and tidy
» If you are leaving any items in the property this should be pre-arranged with your local
» You should ensure the property is secure when you leave, i.e. doors locked, windows closed
» If known, notify your Accommodation Office of your forwarding address
» You should contact your local Post Office to arrange the redirection of your post to your new
address before you move or contact the Accommodation Office who can arrange this for you
for a small charge.
Pre vacation inspections

If you are staying with us for longer than 28 days we may undertake an inspection prior to you
leaving. This is to minimise the risk of incurring a recharge due to damage caused by you or
inadequate cleaning of our property. We will write to you and detail an appointment when we
will visit your room/flat or house and carry out an inspection. You do not need to be present,
although it is recommended in family accommodation.
We will clarify in writing any areas of concern we may have and include some information on
the standard of cleanliness we require. This will give you time to rectify any issues we have
raised.
Cleaning charges for Sovereign accommodation

Green - Basically clean and ready to relet
» All personal belongings have been removed
» All rubbish has been removed
» Floor has been cleared of debris and vacuumed
» Furniture has been dusted and wiped clean
» Hand basin has been cleaned – (where applicable)
» Food items and personal belongings have been removed from kitchen and bathroom
» Furniture, carpets and curtains have not been damaged in any way
Amber - Requires cleaning - charge per room (please see tariff at the
Accommodation Office)
» Floor has not been vacuumed
» Rubbish has not been removed
» Personal belongings have been left in room, kitchen or bathroom
» Furniture has not been dusted and wiped clean
» Hand basin has not been cleaned or not cleaned thoroughly (where applicable)
Red - Requires significant thorough cleaning - charge per room
(please see tariff at the Accommodation Office)
» Any of the amber points plus
» No attempt to clean sink
» No attempt to clean carpet
» Excessive rubbish left
» Any hospital equipment found in room such as catheter, needles, stethoscope, theatre gowns
etc.
Damage
Any damage caused to any of our accommodation will be rectified by us and recharged to
you. This includes any missing or soiled bed linen, any damage to kitchen work surfaces, any
marks or stains on carpets and curtains etc.
Please do not assume that your personal belongings will be used up by other residents in
your property. Either ensure you take them with you or personally hand them to another
resident. We experience a high volume of out of date foods left in the fridge and we find it
difficult to identify if this belongs to a resident who has left or one still in residence.
Please be aware before we invoice you for any charges incurred, we will take dated
photographic evidence to support our invoice to you. Copies of these photographs can be
made available to you on request. Please contact the Accommodation Office for our
replacement items price list.
Transfers
A resident may request a transfer to a different property within the site or scheme. This could
be on the grounds of noise, size or view from their current property.
Internal property transfer within the scheme

Subject to an acceptable alternative being available the resident will be able to move upon
payment of the appropriate transfer fee. Please refer to the Accommodation Office for the
appropriate charges.
Transfer from one NHS Keyworker site to another

The resident will have to satisfy the eligibility criteria of the partner Trust where they wish to
transfer to. If the Nomination Officer of that Trust supports their application an offer of
accommodation can be made. The appropriate person will issue a new tenancy agreement
for the new property and associated paperwork.
Buying a home
Sovereign has a variety of schemes that can help you to become a homeowner and buy a
property more cheaply than if you were buying on the open market. If you would like more
information on this then please contact the Accommodation Office or our Contact Centre and
request a copy of our leaflet – Buying a home.
Section 11 - Other Services
Parking
Please refer to section 1 for details on which sites can offer parking and specific details. Below
are our rules applicable to all sites that offer parking.
» Vehicles may only park in the marked parking bays
» No parking on any other areas
» Parking permits can be purchased at the Accommodation Office on a first come first served
basis
» Permits must be displayed on the dashboard or in the windscreen at all times
» Residents must apply for a new permit prior to the expiry date or change of their vehicle
» It is each resident’s responsibility to ensure they have a valid permit at all times
» Sovereign may be unable to issue temporary permits for visitors or guests
» Any vehicle which does not have a valid permit or is parked in unauthorised areas will be
ticketed
» Vehicles causing an obstruction are likely to be towed away
» Sovereign will not accept any responsibility for damage to vehicles parked on site
» All vehicles parked on site must be taxed and insured. Please ensure your valid tax disc is
displayed
Sovereign will not enter into any discussions with tenants who have their vehicles ticketed for
any of the following infringements:
» No permit on display
» Permit details not visible from outside the vehicle
» Vehicles without valid tax disc
» Former tenants with unexpired permits
» Vehicles not parked in marked bays
Television licence
If you wish to use a TV in your own room, or watch TV programmes on your PC, you will need
your own TV Licence. It is your responsibility to buy a TV licence. If you leave the
accommodation with at least 3 months left on the TV licence, a refund can be obtained direct
from the TV Licence Authority. www.tvlicensing.co.uk
If all residents who share a communal facility wish to purchase a shared TV for that space,
then a TV licence for that specific TV will be required. Further information about shared TV
licences is available at www.tvlicensing.co.uk
Please note that Sovereign will only be responsible for TV licences if they have supplied the
TV.
Internet – Broadband/Wi-Fi
Some sites have Broadband and Wi Fi which may or may not be included in the rent that you
pay – please refer to section 1 to see what each site offers.
No smoking policy
Please note that it is against the law to smoke in public places in the UK. Smoking is therefore
not permitted in any of our accommodation which has shared access i.e. shared houses and
flats. Failure to comply with this is a direct breach of the law, for which Sovereign can be held
accountable and potentially fined.
Therefore, Sovereign will seek to take enforcement action against any individual who smokes
within the specified areas.
Please refer to section 1 for further information specific to your site.
Please see the Government website www.smokefreeengland.co.uk for more information.
Communal areas
Some of our accommodation has common areas such as stairs, corridors, laundry facilities
and common rooms that all residents can use. All residents have a joint responsibility to keep
these areas clean, tidy and free from items such as bicycles, furniture, litter and refuse. Any
damage or extra cleaning required because of residents misbehaving will be re-charged to all
residents of the block affected.
It is our responsibility to care for external communal areas
We would appreciate your help by not:

» Dumping litter
» Disposing of waste/recycling in areas other than those designated
Recycling and rubbish

Where possible, Sovereign has provided a number of recycling bins for all tenants to use. It is
the tenant’s responsibility to make sure the correct items are placed in the correct bins.
The larger recycling banks can be found at large food stores such as Tesco, Sainsbury’s,
Asda, or Morrisons.
There is a lot you can recycle:
» Cans
» Glass
» Paper
» Mixed plastic bottles
» Textiles
Please refer to section 1 to find out what your local amenities are. For further information visit
your local council website or log on to www.recyclenow.com for useful hints and tips.
It is important that residents use the proper facilities for depositing their refuse, and Sovereign
generally provides dustbins or paladin bins for such purposes, if not the Local Authority.
Remember:
» If rubbish is not placed in the containers provided not only will the area around your home look
untidy but it will quickly become a health hazard for you and your neighbours
» If you have a large or bulky items to dispose of take them to your local tip. Some councils
provide a free or reasonably priced special collection service. Just ring your council direct to
ask. If you have any problems disposing of large items contact the Accommodation Office.
No pet policy
Pets or animals of any description are not permitted within our accommodation.
This rule will be relaxed in the case of assistance dogs for people with disabilities. Written
permission to keep an assistance dog will be required. If the assistance dog is a nuisance,
permission may be withdrawn.
For more information please contact the Accommodation Office.
Mail services
Where mail is not delivered through a letterbox either by Royal Mail or on site staff, a lockable
post box will be provided. Post received into the accommodation office will be delivered no
later than 24 hours after it has been received and usually on the day of receipt. Where there is
a weekend or bank holiday postal services will resume the next working day
Mail forwarding
This service may be provided by each local accommodation office where appropriate – please
contact your local accommodation office for more details on eligibility.
Services we do not provide

If there are services which we do not provide that you think we should, please contact your
local accommodation office. It may be that other residents feel the same way and we may
wish to carry out a consultation and review our service provision.

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ACCOMMODATION

Peter Smith – Keyworker Business Manager

Telephone: 0300 777 7837

Out of Hours emergencies: 0300 777 7837.

For further details on our properties please visit

Tel: 01452 397640

What is included in the accommodation?

Outside there are drying facilities along with garden benches.

What is not included in the accommodation?

What is included in the rent?

Mail and parcel deliveries

This service is not provided in family accommodation.

Any additional electrical heaters are not permitted.

Tel: 01452 397640

Closed Saturday, Sunday and Bank Holidays

What is included in the accommodation?

What is not included in the accommodation?

What is included in the rent?

Waste recycling facilities

Mail and parcel deliveries

Robinswood House – GL1 3PW

Any additional electrical heaters are not permitted.

Please report any housekeeping issues to the accommodation office.

Tel: 01983 534561

What is included in the accommodation?

What is not included in the accommodation?

What is included in the rent?

Mail and parcel deliveries

For more information please contact the Accommodation

Please report any housekeeping issues to the accommodation office.

Monday Solent Flats 1-8

Tel: 0116 255 7482

What is included in the accommodation?

What is not included in the accommodation?

What is included in the rent?

Waste recycling facilities

Mail and parcel deliveries

Any additional electrical heaters are not permitted.

All housekeeping issues are to be reported to the Accommodation Office.

Tel: 01202 442359

What is included in the accommodation?

What is not included in the accommodation?

What is included in the rent?

Waste recycling facilities

Any additional electrical heaters are not permitted.

Please report any housekeeping issues to the accommodation office.

Tel: 0118 975 7888

What is included in the accommodation?

What is not included in the accommodation?

What is included in the rent?

Information for trains can be found here:

Mail and parcel deliveries

Internet Access at the following sites needs to be organised independently:-

» 34 and 36 Princes Street

Any additional electrical heaters are not permitted.

Please report any housekeeping issues to the Accommodation Office.

What is Sovereign Housing Association Ltd?

We are a social business, committed to making a difference

How is Sovereign run?

» General rented homes for single people and families

Where are Sovereign’s key areas of operation and offices?

 Making information available in a number of formats

We will answer all enquiries promptly irrespective of which communication

and knowledge to meet your needs