Cheshire Peaks & Plains Housing Trust

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Please use the links below to download our information leaflets.

We have a wide range of customer information leaflets, covering a variety of topics. If you cannot see the leaflet you want on the list below, or you would like a printed copy, please contact us on Freephone 0800 012 1311 (it may be cheaper to call 0330 440 9707 from a mobile), email trust@cppht.com or write to Cheshire Peaks & Plains Housing Trust, Ropewalks, Newton Street, Macclesfield, SK11 6QJ.

	.Tenants Handbook
	Welcome to your new Tenants Handbook. This very important document is the result of a great deal of consultation and thought; the Trust has worked hard with tenants over the last few months to produce a handbook that’s factual, helpful and which reflects your priorities. It should form a guide to your relationship with us, giving relevant information about the various aspects of being one of our customers. In particular, I’d like to urge you to become a Member of the company, which gives you the opportunity to have a real stake in the organisation.We are also hoping to develop a group of tenants who might be interested in standing as Tenant Board Members in the future; you’ll find details of both opportunities in this handbook.
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	Adaptations
	At Cheshire Peaks & Plains Housing Trust we want to make sure that your home is suitable for your needs. We recognise that your needs may change due to illness or disability, and that as a result you may require alterations to allow you to make the most of your home. This leaflet outlines the sort of adaptations that are available and how to apply for them.
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	Anti-Social Behaviour & Neighbourhood Nuisance
	Anti-social behaviour can take many forms, ranging from serious violence, racial harassment and drug related activity to more everyday incidents like noise and litter. However, any form of anti-social behaviour can damage the quality of life for residents in a neighbourhood. We have learnt from you that you wanted us to focus on tackling anti-social and nuisance behaviour. We listened to you and have developed strict policies against neighbour nuisance and harassment. Our staff are working hard to try and resolve these problems, taking swift action to challenge behaviour, support victims and witnesses. The Trust has signed up to the Government’s Respect Standard for Housing Management, which outlines the core elements essential to delivering an effective response to anti-social behaviour, such as accountability, leadership and greater resident empowerment. Signing up to this standard is part of our ongoing commitment to tackling and resolving anti-social behaviour in your neighbourhoods.
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	Becoming a Member of the Trust
	Did you know that all our tenants are entitled to apply for Membership of Cheshire Peaks & Plains Housing Trust? Other stakeholders, such as local residents or members of community groups, can also apply for membership. Becoming a Member is a great way to get involved in the running of the Trust and have your say on important decisions that affect you and your community.
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	Community Investment Grants
	Cheshire Peaks & Plains Housing Trust is committed to helping to develop vibrant communities across the borough of Macclesfield. As part of this commitment, the Trust awards funding to local groups who are carrying out projects to contribute to their community. This Community Investment Grant is intended to provide support for one-off projects rather than year on year support. Funding is available from £100 upwards and grants are awarded each quarter.
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	Community Support
	Our Community Support Service aims to give our you the freedom to live independently with the peace of mind that comes from knowing that help is at hand whenever you need it. The service is available 24 hours a day, every day of the year. It is open to anyone who feels they would benefit from the service – there are no age restrictions and you do not need to be referred by anyone in order to be eligible.
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	Compliments Comments and Complaints
	At Cheshire Peaks and Plains Housing Trust we welcome any comments you might have about your involvement with us and our staff. These might be compliments if we have done something well, which can help us to develop good practice and continue to improve. All the comments we receive will be listened to and learned from, as part of our commitment to put our customers at the heart of everything we do.
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	Contractors Code of Conduct
	This Code of Conduct applies to both the Trust’s internal contractors and operatives as well as other Contractors who carry out repairs and maintenance including planned and cyclical works to the Trust’s properties. The Contractor is required to ensure that all operatives are aware of and conversant with the following Code of Practice. If the Code is not followed, the contractor may be required to remove the Operatives from site or may be suspended.
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	Customer Charter
	At Cheshire Peaks & Plains Housing Trust, one of our core values is that everything we do is about you, our customers, and so we are committed to providing the best possible customer service at all times. We are committed to delivering our services to a high standard. The Service Standards that we aim to achieve are detailed in this Customer Charter. If the we fail to meet these standards, you must advise us accordingly to ensure we can make improvements to our services.
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	Customer Training
	Here at Cheshire Peaks & Plains Housing Trust we can provide a wide range of training courses for our customers. Some of our courses are designed to help residents become more involved in the running of the Trust, whilst others aim to pass on useful skills to help you make the most out of your home. This leaflet gives an outline of the courses currently available.
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	Cyclical Works
	We carry out planned repair, maintenance and improvement work to all of our homes on a regular 5 year cycle. Works are carried out to the outside of the properties, external and internal communal areas.
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	Dealing with Asbestos
	Asbestos is one of those words which can worry people when they read or hear it, and many people have understandable but often unnecessary concerns and questions about asbestos that may be present in the home. Building materials containing asbestos were used very widely from around 1930 to 1980, and particularly from 1960 onward since asbestos fibres are strong and resistant to heat and chemicals. When asbestos becomes damaged it releases fibres into the air which can cause problems if inhaled.
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	Domestic Abuse
	Anyone can experience domestic abuse; it can happen in all kinds of relationships and for any reason regardless of age, race, gender, religion, sexuality, disability, wealth, locality and lifestyle. Domestic abuse is rarely a one-off event and can involve a wide range of abusive and controlling behaviours from a partner, family member or someone with whom there has been a relationship.
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	Equality & Diversity
	At Cheshire Peaks & Plains Housing Trust, we are committed to ensuring our services are accessible and useful to everyone and that all our customers are dealt with fairly and equitably, regardless of race, religion, gender, marital status, sexuality, disability, age, or any other factor that may cause disadvantage. Equality and diversity is integral to all our activities and people from all sections of society are valued and respected.
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	Gas Safety
	Every year about 30 people die from carbon monoxide poisoning caused by gas appliances and flues that have not been properly installed or maintained. You can’t see carbon monoxide. You can’t even smell it. But it can kill without warning in a few hours. Make sure your home is safe by allowing us to carry out your annual gas safety check.
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	Grounds Maintenance
	We believe attractive neighbourhoods add to the sense of pride you have in your communities and that the environment contributes to your quality of life. We understand that a forward thinking, proactive and efficient groundsmaintenance service is a vital step towards ensuring that all our neighbourhoods are places people aspire to live.We recognise that this is a key aspect of the services we deliver as a landlord.
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	Home Ownership
	As an Assured Tenant of ours, you may be able to buy the home you rent from us under the Preserved Right to Buy Scheme or the Right to Acquire Scheme. The procedures are covered in two Government publications ‘Your Right to Buy your Home’ and ‘Guide to the Right to Acquire’. If you would like one of these leaflets please contact the Trust on Freephone 0800 012 1311. We hope this booklet will guide you through the main points of the process and help to answer all the questions and concerns you may have when you make the big decision to buy.
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	Housing Benefit Information
	Housing and Council Tax Benefit is for people on a low income. To claim you will need to complete an application form. You will also need to provide proof of your income, savings and identity. If you do not provide these proofs your claim may be delayed. You can get an application form at Cheshire Peaks & Plains Housing Trust on free phone 0800 012 1311 or by contacting Cheshire East Council on 01625 504898. You can also download a form from www.cheshireeast.gov.uk. A selection of our staff are now able to verify the above information on your behalf. Please ask a member of staff for details.
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	Housing for Older People
	At Cheshire Peaks & Plains Housing Trust, we understand that housing needs can change as you get older. Perhaps you no longer want the worry of maintaining a larger family home or you are concerned about not being able to access help and support if you need it. If this applies to you, then our specialist housing for older people could be just what you’re looking for.
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	Lettable Standard
	This leaflet sets out the levels of repair and cleanliness you can expect when you move into your Cheshire Peaks & Plains Housing Trust home. We will ask you to check your new home against this standard when you sign the tenancy agreement. You will also receive a welcome bag containing energy efficient light bulbs, a telephone memo pad, your meter keys and general information about managing your tenancy. We hope you find this useful. Please also take the time to complete our New Tenant Survey. The responses to this help us to shape how we provide our service to future customers.
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	Moving Out of Your Home
	Here at Cheshire Peaks & Plains Housing Trust, we understand what a busy time this can be as you prepare to leave your Trust property. We have written this leaflet to try and help your move go as smoothly as possible.
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	Paying Your Rent
	All Cheshire Peaks & Plains Housing Trust tenants are charged rent to live in their home. This rent covers the costs of the services we provide, including repairs and improvements, so it is very important that everyone pays their rent on time.
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	Planned Maintenance
	We carry out planned repair, maintenance and improvement work to all of our homes on a regular basis. We aim to carry out this type of work to ensure that areas like kitchens and bathrooms are replaced at the end of their natural lifespan.
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	Resident Involvement
	We take resident involvement very seriously indeed and are committed to involving you in all that we do, putting you at the centre of our business. We want to work jointly with you to make decisions based on your needs. We have developed jointly with you an involvement structure whereby decisions about customers and services are made by you.
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	Responsive Repairs
	‘Responsive repair’ is a term used to describe unplanned or ‘breakdown’ repairs to parts or components of your home causing inconvenience or a safety risk to you. The Trust offers an extensive responsive repairs service to deal promptly with those repairs that need to be dealt with in a relatively short time scale. When a responsive repair is reported, we will tell you when you should expect the repair to be completed.
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	Tenant Board Member
	Cheshire Peaks & Plains Housing Trust is run by a Board of Directors, whose role is to set the strategic direction of the Trust and to monitor its progress and performance against agreed objectives. An efficient and effective Board is critical to the success of the Trust.
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	The Floating Support Service
	At the Trust we are committed to helping all of our customers to maintain successful tenancies. As part of this commitment we have a dedicated Floating Support Officer who is able to provide additional support to customers who need it.
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	Trustfix
	TrustFix is a service provided by Cheshire Peaks & Plains Housing Trust to help you carry out small jobs both inside and outside your home. It is designed to help our older and vulnerable tenants who are unable to carry out these jobs for themselves. TrustFix will send a skilled person who has the correct tools and equipment to do the job safely and properly.
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	Witness Support
	We are committed to supporting witnesses of anti social behaviour as we recognise the crucial role you play in helping us tackle anti social behaviour. Without you we would have no reports or evidence to challenge the person or persons (this person is called the perpetrator) causing anti social behaviour in our neighbourhoods.
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