tenants handbook
Section Two: Getting in Touch
GETTING IN TOUCH
HOW TO CONTACT US
You can phone our main switchboard on 0161 331 2000 and we will put you through to the person who is best able to answer your enquiry.
You can fax us on: 0161 331 2001
You can write to us at:
New Charter Housing Trust Group
Cavendish 249
Cavendish Street
Ashton-under-Lyne
OL6 7AT
You can email us at: contact@newcharter.co.uk
You can visit us in person. We have four shops across Tameside providing a warm welcome to our customers. Our shops are handily placed in town centres, and you can use any of them to access our services:
2 Henrietta Street, Ashton-under-Lyne
9 Albert Street, Denton
12 Clarendon Street, Hyde
63 Grosvenor Street, Stalybridge
| Opening Times | ||
| Monday | 9.00am - 5.00pm | |
| Tuesday | 10.30am - 5.00pm (except after a Bank Holiday Monday when we open at 9.00am) |
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| Wednesday | 9.00am - 5.00pm | |
| Thursday | 9.00am - 4.30pm | |
| Friday | 9.00am - 4.00pm | |
| Please note that the Denton and Stalybridge shops close for lunch daily between 12.30 pm and 1.30 pm. | ||
Why not visit our website more often to find out more about our services? For instance, you can pay your rent or report a repair on line.
WHO TO CONTACT
The services we provide are streamlined into Repairs, Revenues, Relets and Neighbourhood Management.
Your Neighbourhood Management Officer/Assistant is your first point of contact for all these services.
If you just want to report a repair you can ring us free on 0800 027 0828.
Section 9 of this handbook provides more details about repairs and maintenance.
This handbook provides lots of information about the range of services we provide. The contents section at the front of the handbook should help you in locating the information you need.
We also provide a lot of information on our website.
COMMENTS AND COMPLAINTS
We aim to provide our services promptly and efficiently but occasionally things do go wrong.
Please tell us if you need advice or have a complaint. We will do our best to put it right, learn from the mistake and make sure that it does not happen again.
We would also like to know if you are pleased with us. If you want to compliment us you can get in touch be phone, letter, fax, email or by calling in to any of our shops.
If you have a problem, we recommend that you begin by raising the matter with the Officer you originally dealt with, or with whom you normally deal.
Experience shows us that in many instances problems arise from a misunderstanding that can usually be cleared up quickly and easily.
How to contact us to make a complaint
You can contact us by phone, letter, fax, e-mail, or by calling in to any of our shops.
What we will need to know:
your name and address;
the details of your complaint; and
what you want to ask us to do, to put things right.
However, there are some things we cannot change, such as things we must do by law.
There is a leaflet available in our shops that contains a complaints form, and gives more information about the complaints procedure.
HOW WE DEAL WITH YOUR PERSONAL INFORMATION
The New Charter Housing Trust Group is committed to preserving your rights to privacy and confidentiality. Your personal information will only be used for the following purposes:
Administration process for letting, renting and leasing properties
Provision of accommodation
Administration and management of your tenancy
Collection, monitoring and recording payments due to us
Improving our services
Our legitimate purposes
Sharing or disclosing your personal information
There will be occasions where information may be exchanged or disclosed to third parties but this will only occur as long as it does not prejudice your rights, freedoms or legitimate interests. Information may be released to:
Current, former or potential landlord/s
Suppliers and other service providers
Health, social or welfare advisors/practitioners
Police/Probation/Community Safety
Local/Central Government Authority
Tracing agents/debt collection companies
Business associates or other professional advisors
This will only occur for the following purposes:
The provision of accommodation
Administration process for letting, renting & leasing properties
Out of hours management
High risk, major vulnerability & special needs information
Housing and property grants
Building, maintenance and repairs
Buying, selling and disposal of property
Related legal, insurance and accounting matters
Our legitimate purposes
As a Data Controller we are registered with the Information Commissioners Office (ICO). This office is an independent authority set up to promote access to official information and to protect personal information.
If you wish to know more about how New Charter uses your personal information you can look us up on the ICO website http://www.ico.gov.uk/ and search for "New Charter" in the section called 'Register of Data Controllers.'
Marketing
Your information may be used for market research or to inform you about our products or services where we believe that it will be of benefit to you. This may be conducted on our behalf by third parties and may include contacting you by letter or telephone. Your information will not be given to external companies for their own marketing purposes. If you do not want your information to be used for these purposes please let us know.
Your rights
Should you wish to access personal information which we hold about you or correct any inaccuracies, you may do so at any time by contacting the Group Company Secretary.
OTHER USEFUL CONTACTS
Tameside Housing Advice |
0808 202 0900 |
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Gas Emergencies (Transco) |
0800 111 999 |
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Electricity Emergencies (United Utilities) |
0800 195 4141 |
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Water Emergencies (United Utilities) |
0800 330 033 |
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Tameside Metropolitan Borough Council |
0161 342 8355 |
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Independent Housing Ombudsman |
0207 421 3800 |
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Tameside General Hospital |
0161 331 6000 |
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Members of Parliament |
0207 219 3000 |
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Job Centre Plus |
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Ashton-under-Lyne Office |
0161 253 2900 |
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Hyde Office |
0161 252 8413 |
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Stalybridge Office |
0161 251 3200 |
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Tameside Citizens Advice Bureau |
0161 330 2156 |
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Welfare Rights Advice |
0800 749 985 |
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Crimestoppers |
0800 555 111 |
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Local Bus Information (GMPTE) |
0161 242 6040 |
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National Rail Enquiries |
0845 748 4950 |
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LIST OF LEAFLETS
The information in this Handbook is a summary about the things you need to know when you first become a tenant. As you continue to live in your home you may need more specific information.
We have produced some easy to read leaflets to help you. You can find copies in all of our shops or you can ring us and we will send you a copy.
Further information, and/or help and advice in case of difficulty
in using the
system, including problems, can be obtained by sending an email
to the following
address. Please give as much information as possible.
Email: contact@newcharter.co.uk
