Tenant Handbook - Part Two

When are payments due?

• Your rent, service charges and any other payments are due to be paid every week on Monday.
• You can pay fortnightly or monthly instead of weekly, but you must pay the full amount in advance.

Joint tenants are responsible for the full rent. If one joint tenant moves out of the property, the remaining tenant must still pay the full weekly rent, and any other money owed to the Council under the Tenancy Agreement. Both joint tenants remain liable for rent and other requirements under the tenancy agreement.

You can check your rent account at any time by logging on to your Housing online account.

There are several ways to pay your rent:

Direct Debit

This is the Council’s preferred method of payment. Payments can be made weekly, fortnightly, four weekly or monthly.

You can choose from 12 different dates in each month to make the payment. For example, on the 1st of each month or the 20th of each month.

There should be a date which is convenient for every tenant.

If you want to set up a direct debit for you rent payments you can do this by calling us on 01932 838383 or via the website:

• Set up a direct debit

Please note: you will need your rent account number which can be found on your rent statement or via your Housing online account.

Post Office/Pay Point

Payments can be made at the Post office or a shop offering the Pay Point service using the swipe card every tenant is given.

When you use Pay Point you should be given a payment slip with the details of the payment. We strongly advise you to keep the payment slip as your evidence of the payment you made.

Credit and Debit Cards

The Council accepts all major credit and debit cards, except American Express and Diners Club. There is a small extra charge if you pay with a credit card.

There are different ways to pay using cards:

• Pay online
• Or call the Tenancy Management Section on 01932 838383
• Make a payment using your Housing online account

By Post

The Council do not accept cash sent through the post, as we cannot be responsible for any money that gets lost in the post.

You can pay by cheque or postal order, made payable to Runnymede Borough Council.

Payments should be sent to the Housing Department, Runnymede Civic Centre, Station Road, Addlestone, Surrey, KT15 2AH.

Please write your rent account number on the back of your cheque. If you do not know your rent account number, you can find this on your Housing online account or contact Customer services on 01932 838383 who can provide this for you.

Rent arrears

• If you use a payment method such as paying at the Post Office, your payment may take a few days to reach us. This can result in your account falling into arrears if you leave it too late to pay. Make sure you pay a few days earlier than the due date. You can monitor your rent payments by setting up a Housing online account.
  • Create an account
• Your rent is one of the most important payments you will need to make but we appreciate that your circumstances can change. If you ever fall behind with your rent, don’t ignore it. We appreciate that it can be a difficult and stressful situation but telling us first can be the first step in the right direction. 
• If you're struggling to pay your rent, contact us straight away.

If you do nothing about overdue rent that you owe or break an agreement to clear rent arrears, we will start taking legal action to take possession of your home. You will be given an opportunity to discuss your arrears and offered an appointment for advice to sort out debt or benefit problems.

Legal advice can be obtained from a solicitor or Citizens’ Advice Bureau.

Rent arrears are one of the grounds for seeking repossession of your home. Once you have received a notice, you have one month to agree a repayment plan. If you fail to do this, we will refer the case to the court on expiry of the notice. At the hearing, the court will consider the facts and decide whether to grant us possession. If it is granted, we will arrange for bailiffs to evict you.

If you owe money from previous tenancies, court costs or repairs, any payments made by you will first be used to pay these.

Difficulty paying rent

If you have difficulty paying your rent, you should contact the Tenancy Management Team immediately.

• Phone: 01932 838383
• Email: tenancy.management@runnymede.gov.uk

The Tenancy Management Team will be able to provide advice to help you clear the arrears, including setting up a payment plan for an agreed regular amount.

Benefits and support

If you’re struggling with money or debt there are various agencies that can help you:

The National Debtline

• Phone: 0808 808 4000
• Website: Nationaldebtline

Runnymede Citizens Advice Bureau

• Phone: 01932 842666
• Website: Citizens Advice

You may qualify for help towards your rent if you receive state benefits or have a low income.

Whether you qualify for help towards your rent will depend on your personal circumstances.

If you are of working age and making a new claim for help to pay your rent, you will need to claim Universal Credit.

• For more information and to make a claim visit Universal credit on GOV.UK
  • Universal credit

Other charges Council Tax

• It is your responsibility to pay for your council tax.
• For more information about Council Tax, visit the Your Guide to Council Tax webpage.
  • Your Guide to Council Tax

Service Charge

• Some properties have service charges, which cover extra services such as caretakers or cleaners. These costs are included in your rent charge.

Other Household charges

• You are responsible for setting up and paying for your utilities such as gas, electricity and water.

Top tip:

When moving into your property you should take photos of the meter readings for your gas, water and electricity. You can then use these readings when setting up your utility bills to make sure your bills are correct.

If you have a pre- payment meter this will be set to the energy suppliers Standard Tariff, and the rate is subject to change by the supplier.

To find out who your electricity supplier is go to:

• UK Power Networks

To find out who your gas supplier is go to

• Find my supplier

If you need further information, please contact your Area Housing Manager.

Full information on repairs and maintenance, including a list saying whose responsibility different repairs are, can be found in the Responsive Repair Policy on the Councils website.

• Responsive repair policy

Emergency Repairs

• You can report emergency repairs 24 hours a day, seven days a week, 365 days a year by phoning 01932 838383.
• A repair is an emergency if it cannot wait until the next working day because there is a danger to you or others, or your home may be damaged if action is not taken straightaway.
• If your repair is an emergency, we will visit your home within four hours of you contacting us, to make your home safe. We may then need to make another appointment with you to fix the issue, although where possible we will try to complete the repair on the first visit.

Repairs that could be classed as emergencies are:

• Total loss of heating or hot water
• Total or partial loss of cold-water supply
• Total or partial loss of electricity
• Leaking pipes or drains
• Blocked drain or toilet, if there is no other toilet that can be flushed within the property
• Unsafe electrics
• Re-securing / making safe items if they are dangerous or a risk to life, for example windows and external doors

To help us respond quickly to genuine emergencies, please only report a repair as an emergency if it meets the emergency criteria. If a call‑out is requested for a repair that is later found not to be an emergency, we may need to recharge the cost of the visit.

Timeframes for repairs

We have four different categories of repairs.

The table below shows the length of time you can expect to wait for different types of repairs to be done.

Most repairs will be fixed the first time we visit, but if further works or parts are needed, a second visit will be planned.

Programmed and Recurring works

The council will make sure your home is safe and kept in good condition by doing things like:

• Servicing your gas boiler
• Replacing boilers
• Repairing you roof
• Replacing windows
• Upgrading bathrooms and kitchens

Before these works take place, tenants are given plenty of notice.

Damp and mould

During the winter months some homes suffer from damp and mould growth. Air can hold moisture - the warmer the air, the more moisture it can hold. If moist air is cooled by contact with cold surfaces, such as walls, windows or mirrors, the moisture condenses into water droplets (known as condensation).

Mould often occurs because of condensation. It appears as pinpoint black spots, usually on the side surfaces of external walls, in corners and in poorly ventilated spaces, such as behind cupboards and wardrobes.

The control of condensation requires a combination of sufficient heating, ventilation and insulation.

 Ways in which you have help to prevent damp and mould in your home

• Heating - If you can afford to, keep your heating on low to reduce the cooling of moist air.
• Ventilation - Ensure you have good ventilation to allow moisture to escape before condensation appears. Use extractor fans, keep furniture away from external walls and open trickle vents or windows.
• Leave gaps around your furniture to help air to circulate.
• Close doors and open windows or use extractions where present when cooking.
• keep bathroom doors closed when bathing, and open windows slightly afterwards.
• Where possible avoid drying clothes on radiators and when required try to increase ventilation in these areas of your home.

More information on damp and mould and guidance on how to reduce its presence in your home can be found on the council’s website.

• Damp and mould

Where you have the presence of damp and mould in your home, you should contact us via AWAABSLAW@runnymede.gov.uk or by calling us on 01932 838383, our repairs team will arrange for an inspection and take action to fix it as soon as possible.

When you report damp or mould to the Council we will ask you a few questions to understand how quickly we need to act. We will book an appointment to treat any mould and investigate the cause.

Timescales

• emergency hazards (for example, dangerous electrical faults, damaged external doors or windows and major leaks) will be investigated and made safe within 24 hours.
• significant damp and mould hazards will be investigated within 10 working days of it being reported to the Council, and then made safe within 5 working days of the investigation finishing. 
• After our investigation, we will send you a written summary within 3 working days of our visit.  This will detail everything we found and explain what happens next.
• If more work is needed to stop the hazard from coming back, we will start the work or make plans for the work to begin within 5 working days of the investigation finishing. All work will begin within 12 weeks. 
• If your home cannot be made safe in time, we will find you somewhere else to stay, for free, while the works needed to make your home safe for you to return are completed.

What do I do if I smell gas?

If you smell gas in your home, evacuate immediately, avoid any ignition sources Immediate Safety Steps.

• Evacuate Immediately: Leave the building at once, ensuring all family members and pets exit safely. Do not attempt to locate the leak yourself, as even a small spark can gnite the gas.
• Avoid Ignition Sources: Do not turn on or off lights, appliances, or electrical devices. Avoid open flames, matches, lighters, and do not start vehicles or motorized equipment near the suspected leak.
• Ventilate if Safe: If possible and safe, open doors and windows while leaving the building to help disperse the gas. 
• Do Not Use Phones Indoors: Avoid using landlines or cell phones inside the home as, they could create sparks. Make calls only from a safe distance outside.
• Call for Help: Once at a safe location, contact national gas emergency line on 0800 111999 or your local gas utility’s emergency number. Provide your address, explain the suspected gas leak, and follow their instructions.
• Do Not Reenter: Stay away from the home until emergency responders or a gas company representative confirm it is safe.

Contact the council’s emergency Repairs team and make them aware of the situation on 01932 838383.

Will I be charged for repairs?

• You will not be charged for repairs the council is responsible for. A list of these can be found in the repair’s handbook.
  • Housing-repairs
• You will be charged if the repair is needed due to lack of care, misuse, or if you are responsible for it.
• You will also be charged if you use the emergency call out when the repair is not an emergency.

Antisocial behaviour

We define Anti-Social Behaviour (ASB) as when someone acts in a way which causes or is likely to cause harassment, nuisance, alarm or distress to one or more persons.

 This can include:

• Noise Nuisance
• Harassment/Intimidation
• Hate crime
• Threatening behaviour
• Arson
• Pet Nuisance
• Drug use or drug dealing
• Criminal behaviour
• Causing harm to any person

You can report anti-social behaviour that happens around your home.

For more information and to report antisocial behaviour visit

• Antisocial behaviour

If you would like to talk to someone about antisocial behaviour outside of normal office hours, please call the Antisocial Behaviour Respect Line free phone number on 0800 075 66 99.

You can also use the free text number 80800 by texting 'ASB' followed by your message.

Harassment

Harassment is any unwanted behaviour, whether physical or verbal, that causes discomfort, humiliation, or distress to a victim.

Examples of harassment could include:

• Verbal or written threats or abuse
• Physical violence
• Stalking
• Offensive phone calls, texts and/or e-mails
• Sending indecent or abusive material
• Offensive/racist graffiti.

Hate Crime

Other harassment

Harassment for any reason is unacceptable.

You must not behave in a way that targets people because of their perceived differences, including gender, age, pregnancy and maternity, marital or civil partnership, gender reassignment, sexuality, disability or mental health condition.

Hate crimes and hate incidents

A hate crime is defined as 'any criminal offence which is perceived by the victim or any other person, to be motivated by hostility or prejudice’.

Not all incidents involving hate will be seen as a criminal offence, but they are just as important to report.

Hate crimes and incidents can be based on a person’s:

• race or perceived race
• religion or perceived religion
• sexual orientation or perceived sexual orientation
• disability or perceived disability
• any crime motivated by hostility or prejudice against a person who is transgender or perceived to be transgender.

Hate crimes and hate incidents can include physical and verbal attacks, vandalism, cyberbullying, offensive gestures, or threatening behaviour.

All hate crimes and hate incidents are unacceptable and should be reported

• Contact the police to report a hate crime, in an emergency you should always call 999
• If it is not an emergency call 101
• If you have a hearing or speech impairment, use the MPS text phone service: for emergencies text 18000 to 999
• For non-emergencies text 18001 to 101
• You can report an incident anonymously via Crime Stoppers - 0800 555 111
• You can report these to the council directly at 01932 838383
• Visit the Hate crime webpage for more information
  • Hate crime

Domestic Abuse

Domestic violence and abuse We will not tolerate domestic violence or abuse in our properties. Domestic abuse is defined as:

 Any incident or pattern of incidents of controlling, coercive or threatening behaviour, violence or abuse between those aged 16 or over who are or have been intimate partners or family members regardless of gender or sexuality. This can encompass but is not limited to the following types of abuse: psychological, physical, sexual, financial or emotional.

We are committed to working closely with other agencies to support victims of domestic abuse and, where possible, take action against those responsible.

If you are suffering because of domestic abuse, you are encouraged to get advice from the following:

•  24-hour National Domestic Violence freephone helpline on 0808 2000 24
•  If you are a female experiencing domestic abuse, contact the Angelou partnership on 020 8741 7008
• If you are a male experiencing domestic abuse contact Victim Support on freephone 0808 168 9111 or 0808 168 9291, or the Mankind Initiative on 01823 334244
•  If you are LGBTQ+ (lesbian, gay, bisexual, transgender, queer and others) experiencing domestic abuse contact GALOP on 020 7704 2040

For further information and support, please visit the Domestic abuse webpage.

• Domestic abuse

Get housing support from Runnymede Borough Council

Our housing service is here to support anyone affected by domestic abuse. Our staff can help with safety planning, information and advice, and can offer referrals to specialist services depending on your needs. We can also support you if you are at risk and need help with safety at home, including accessing safer housing options, and discuss options for alternative accommodation.

For more information or help with emergency accommodation you can contact us on 01932 838383, or email - housingsolutions@runnymede.gov.uk

If you are a tenant of Runnymede Council you can also contact Tenancy.Management@runnymede.gov.uk for further advice.

Alternatively, you can attend Runnymede Civic Centre and ask to speak to a housing officer. Any contact will be treated confidentially.

 We also recommend that you get independent general advice from a solicitor, law centre or Citizens’ Advice Bureau ›

We would also encourage you to report any concerns to the police. They have specialist workers to help victims of domestic violence and abuse. If you are in immediate danger, call 999

Pets

If you would like to keep a pet, you must first get our written permission. You can keep pets such as fish in a tank or bowl, small, caged birds or rodents without requesting permission from the council. You can request permission using your Housing online account.

• One Account

 or by completing the Housing permission form.

Housing permission request

We will look at each case on its own merits but please note that you will only be given permission if you live in a suitable property.

The maximum number of dogs and cats we would typically consider are as follows. Each case will be considered on an individual basis

• 1 bed property 1 cat or 1 dog
• 2 bed property 1 cat or dog
• 3 bed property 2 of either

Where the property has a garden or local amenity space (including a park), written permission will normally be granted to keep a dog. Where a property does not have these exceptions may be made for assistance dogs.

Permission will not be granted for any animals listed under the Dangerous Wild Animal Act 1976 or for any dog listed under the Dangerous Dogs Act 1991

It’s a legal requirement to have any dog over the age of eight weeks microchipped and to keep your details up to date.

You can ask the following to microchip your dog for free:

• Battersea Dogs and Cats Home
• Blue Cross centres
• Dogs Trust.

If you do have a pet, you are responsible by law for the pet’s welfare, as defined by the Animal Welfare Act 2006. It is an offence for anyone responsible for a pet not to look after it properly. You must ensure that your pet has a suitable environment to live in, a suitable diet, and is safe from harm.

Permission should be sought for any change of, or additional pets. The breeding and sale of animals is prohibited.

If it comes to our attention that an animal is causing a nuisance, we will withdraw our permission for you to keep a pet and take enforcement action. This may include requiring the pet to be re-homed and possible legal action

Dogs In addition to the conditions stated above, there are further rules relating to the keeping of dogs, specifically:

• You must clean up after your dog if it fouls your garden or shared areas of the estate
• You must keep the dog on a lead with a name tag and not allow it out without a responsible adult

Your dog must:

• Have identification in public areas bearing the owner’s name, address and/or telephone number. Please note that this is a legal requirement. Failure to comply could result in a fine
• Be kept under control at all times and not cause a nuisance or a danger to anyone. They must be kept on a lead when outside in shared areas
• Not foul your home, garden or any communal areas. Dog faeces can carry diseases which can be harmful to people. It is an offence for a dog owner not to clean up after their dog in public places such as roads, estates, footpaths and parks.

Failure to clean up can result in a £80 fixed penalty on the spot fine or prosecution and a fine of up to £1000

• Not cause any other nuisance to other people such as barking.

Concerned about cruelty or dangerous dogs?

 If you have a complaint about a dangerous dog or a banned dog, please contact the Police on 101. In an emergency always dial 999.

If you wish to report any welfare concerns about pets you can call the RSPCA 24-hour National Cruelty and Advice line on 0300 1234 999

For more information on pet ownership please refer to the Pet Policy on the council’s website.

• Pet policy (PDF 118 KB)

Parking

• Residents must park responsibly and in designated parking areas. If there is a ‘resident only’ scheme in operation, this must be adhered to.
• Trailers, caravans, boats, motor homes, or large vehicles should not be left in communal areas where they can cause a nuisance, for example, parking spaces, communal grassed areas or verges, garage areas or shared garden areas. 
• We do not permit residents to store vehicles on our land with a SORN (Statutory off-road notification) declaration.  If a resident parks a vehicle with a SORN on our land without written permission we consider it to be unlicensed and may seek to remove it or take legal action, such as serving an injunction for a breach of tenancy.
• If you believe a vehicle has been abandoned, please contact tenancy.management@runnymede.gov.uk and we will investigate and take appropriate action.

Tenancy Fraud

We take tenancy fraud seriously, not only because it can result in the unlawful occupation of council housing, but also because it deprives legitimate applicants of a home and results in them staying in costly temporary accommodation.

Tenancy fraud is also a criminal offence under the prevention of Social Housing Fraud Act 2013 carries a sentence of up to two years and/or an unlimited fine.

What is tenancy fraud

There are different types of tenancy fraud. Examples include:

Unlawful subletting - This is when a tenant moves out and rents out their home without our permission. This includes tenants who move out of their property leaving other family members living in the property.

Getting a tenancy by giving false information - This is when a tenant gets a tenancy by giving false information in their application to join the housing waiting list, to succeed to a tenancy or to join a tenancy.

• Non-occupation - Every tenant must use our property as their only or principle home. 
• Abandonment - This is when a tenant moves out of the property, leaving the property empty.

Misrepresenting information to exercise the Right to Buy - Some tenants are able to buy their home through the Right to Buy scheme. These schemes allow tenants to buy their homes at a discount. Right to Buy fraud can occur when:

• false information is provided
• when the property is subject to other types of tenancy fraud such as subletting.
• where there is an agreement with a third party to buy the property for a cash incentive

What actions we take against tenancy fraud

 We investigate all reports of tenancy fraud and takes action where there is sufficient evidence.

If we have evidence a tenant has committed tenancy fraud we may:

• seek to prosecute at court
• make a claim for any profit made from tenancy fraud to be repaid to the council
• make a claim for possession of their home through the courts
• make a claim for any rent arrears and legal costs

How to report tenancy fraud

If you suspect a tenant is committing tenancy fraud, please report it.

• You can do this by emailing us: fraud@runnymede.gov.uk
• contacting us directly on  01932 838383
• On line for  ReportAFraud

Please note that:

• investigations are confidential and can take time to complete
• we can only take action if the property is a Runnymede Borough council property
• we will keep your identity confidential

For more information visit the council’s website.

• Report housing fraud

Gas Safety

To ensure your safety, gas boilers must be serviced annually. Every year a significant number of residents nationally are killed by carbon monoxide poisoning due to faulty gas appliances, so it is important you allow access to contractors when your boiler requires a service.

You will have a carbon monoxide alarm fitted and maintained by the council. If there are any faults with this alarm, you must contact the council.

Fire safety

Tenants must take every precaution to minimise the risk of fire in their home. Arrangements can be made for a fire officer to visit your property to give you advice on fire safety and minimise the risk of a fire occurring. If you would like to arrange for a visit, please contact the fire brigade on 0800 085 0767or your area housing manager.

To reduce risks of fire:

• Advise the council if any council fitted smoke or fire alarm is not working.
• Do not keep any portable oil or bottled gas appliances or fuel for such appliances in your home. This would also include any store cupboards or balconies.
• The use of barbecues indoors, including balconies and shared areas such as entrance halls and staircases and landings is not allowed. The dying embers of barbecues give off carbon monoxide, and people have died bringing barbecues into enclosed areas, including tents.
• Tenants living in flats must not place items in the corridors and on landings and stairwells. In the event of fire such areas can quickly fill with smoke, so it is vital that nothing restricts residents’ evacuation. Any items found in communal areas will be removed and the tenant who placed them there will be charged for the removal.
• Smoking in designated smoke free areas, such as enclosed common parts, corridors, stairways and lifts is not permitted.

Flooding

Several parts of the Borough are within the Thames flood plain, which means they are at a higher risk of flooding than other areas. Tenants living in high-risk areas are given specific flood related advice when they sign up for their homes.

You must take all reasonable precautions to prevent flood damage from water leaks in your home.

If you would like more information about the risk of flooding in Runnymede, further information can be obtained on the Environment Agency’s website.

• Environment agency - GOV.UK

Asbestos

• Asbestos exposure can cause significant risk to health. This only occurs when asbestos is damaged or disturbed.
• Tenants should take care when they are doing repair work or DIY around the home where asbestos could be present. If you come across material, you think may be asbestos do not disturb it. Anything you believe might contain asbestos should be checked for damage.
• Damaged asbestos should be left alone and the council called for advice.
• If asbestos is found in your home and it must be disturbed or removed, we have trained contractors who carry out this work.

How to end your tenancy

You must give at least four weeks’ notice in writing and provide us with your forwarding address.

• To end your tenancy, you need to fill in a Termination of Tenancy Form and send it to the Council. This form can be found on the council website.
  • Ending your tenancy - RBC

Notice period

• To end your tenancy, you must send a Termination of Tenancy Form to the Council at least four weeks before the date you plan to move out. This is outlined in the terms and conditions of your tenancy.

Tenancy end date

• For tenancies that started before 3 April 2016 your tenancy must end on a Sunday. Please make sure the date you choose to end your tenancy on is a Sunday.

• For tenancies that started on or after 4 April 2016 your tenancy can end on any day of the week. Your notice period will take effect from the day the Council receives your Tenancy Termination Form.

If you do not give us the proper notice, we will still charge you rent for the four-week period. Things to consider

• Ending a tenancy with us may affect your chances of being re-homed in the future. It may also mean that you are not able to re-join the housing register. It is a good idea to get independent legal advice before you end your tenancy. You can ask your local Citizen Advice for support.

• When your tenancy ends, you and everyone living with you must move out at the same time. This is called giving the Council 'vacant possession'. The Council may take legal action to evict anyone left behind, and you would be liable for any costs involved.

• You must return all keys for the property to Runnymede Civic Offices by midday (12 noon) on the Monday after your tenancy ends. If your keys are not returned on this date, you will be charged for any rent lost by the Council being unable to relet your property once your tenancy has ended.  

• Please tell your electricity, gas, telephone and internet service providers that you are moving home so that they can close or move your accounts

All your possessions must be removed from the property, including from your garden, shed and loft space. The property must be left clean and tidy. If it is not, the Council may charge you for removing anything left behind and any cleaning that is needed.

Any fixtures or fittings you have installed (e.g. kitchen cupboards) must either be left in place, or you put the original Council fittings back in place.

We may charge you if:

• Repairs that are your responsibility have not been carried out or if you have caused damage to the property
• You have carried out alterations without our permission
• You leave anyone living in the flat after you leave, and we have to take court action to evict them

More information on ending your tenancy can be found on the council website.

• Ending your tenancy

Moving out checklist:

This includes all our tenants including those living in general needs and IRL accommodation. 

• Give the Council four weeks written notice
• Complete the Termination of Tenancy form and send this to the council
• Remove all your possessions and property from the home, loft and garden
• Make sure everyone moves out of the home
• Leave the home clean and tidy
• Tell the water, gas and electricity companies you are moving out
• Return all the keys to the home to us by the tenancy end date (for IRL tenancies you can return these to the IRL scheme officer/manager)
• Re-fit any Council fixtures and fittings, repairing any damage and any alterations you have made to the home
• Make sure you have paid all the rent you owe
• Give us a forwarding address (in case we have to send on post or make further contact)
• Leave internal decorations in a good condition
• If you claim benefits tell the Department of Work and Pensions (DWP) of your change of address

At Runnymede Borough Council we are keen to listen to the views of our tenants.

We give tenants opportunities to get involved and make their voices heard.

The Council use the feedback to help improve services. You may receive a visit from our Engagement and Inclusion Officer, sharing all the options to get involved. 

Tenant Groups

Runnymede Borough Council have three tenant groups, which tenants can join to share their experience of our services, suggest changes and improve our services.

These groups meet every two months in person, however, joining online is also an option.

Repairs and Maintenance Group

At the Repairs and Maintenance Group we discuss things like:

• How well the Council’s performs when fixing day-to-day repairs,
• Monitoring maintenance work that takes place including bathroom and kitchen replacements, new boilers, roofing, etc. 
• Preparations of empty properties for re-let
• Reviewing complaints and compliments about repairs and maintenance and how we handle them.

Neighbourhood and Communities Group

At the Neighbourhood and Communities Group we discuss things like:

• Tenant satisfaction rates and how well we manage anti-social behaviour, rent collections, and the work the Council does to help people to solve issues that may put people’s tenancies at risk
• Reviews complaints and compliments and assess how we handle them,
• Suggestions on housing management policies and procedures,
• Feedback on decisions and proposals to help improve our communities
• Reviewing plans for improving our homes in Runnymede

Communications Readers Group

The Communications Readers’ Tenants Group:

• Advise us about the information tenants want to read about, 
• Review letters, leaflets and publications we send to all tenants ensuring that important information is clear and easy to understand, 
• Get involved in the review of housing webpages of the Council’s website, 
• Are involved in the development of new communication methods with tenants, 
• Put forward ideas and suggestions to improve communication across the Housing services. 

Tenant Experience Panel

The newly set-up Tenant Experience Panel examines, challenges, and helps improve the services provided by Runnymede Borough Council. 

It is designed to give tenants real influence over how our services are run.

If you are interested in joining, please contact: listening mail account

Events

The council also hosts a range of events which tenants are encouraged to attend.

These include coffee mornings, family fun days and building safety consultations.

If you see an event coming up, we encourage you to attend, to meet other residents and have friendly conversations with Council staff.

Publications

Look out for a range of publications, to keep you up to date with council information. For example, we have the Repairs handbook, annual report and newsletters.

We encourage tenants to use our website to find out information about our services.

Creating and using a One Account allows you to report repairs and manage information relating to your tenancy. On our website you will also find the latest news, policies and strategies.

To find out more about creating a One Account please go to our website.

• One Account

If you would like to have further printed information on this topic, please contact us on Listening or call 01932 838383.

Surveys and Feedback

We value your feedback, so we send out satisfaction surveys and consultations to get the views of tenants on our different services, policies and strategies.

We encourage you to complete these surveys to help shape the service that impacts you.

If you have anything that you want to share with the council, we have a separate email address for you to use.

Please email listening@runnymede.gov.uk and one of our team will get back to you.

8. Complaints

At Runnymede Borough Council we strive to provide a high-quality service, however, we recognise that sometimes things can go wrong.

When things go wrong, it is important that we are aware, so that we can take steps to resolve the issue and prevent it from happening again in the future.

If something has gone wrong, we recommend speaking to the member of staff or team dealing with your issue. If this does not resolve the issue, we have a formal complaints procedure which can be used.

You can raise a complaint by:

• Completing our online form - Make a complaint
• Email the listening Team
• Phoning us on 01932 838383
• Visiting or writing to us at the Civic Centre, Station Road, Addlestone, KT15 2AH when the office is open

Visiting us at Runnymede Civic Centre when we are open. See our opening hours on our website or call us on 01932 838383.

Overview of complaints process

• Stage 1: If you are not happy with any part of our service, the relevant service area will investigate and respond to you.
• Stage 2: If you are not satisfied with the Stage 1 response you receive, you can ask for your complaint to be investigated further by a different person.

Ombudsman:

If you are still not satisfied you can appeal our decision to the Housing Ombudsman or Local Government and Social Care Ombudsman.

The Housing Ombudsman looks at complaints about repairs, rent, and other tenancy-related matters such as Anti-Social Behaviour. 

Contact them by their website or by phone

• Website: Housing Ombudsman
• Phone: 0300 111 3000

The Local Government and Social Care Ombudsman investigate alleged bad management (maladministration) by a Council related to homelessness and the housing register. 

• Website:lgo
• Phone: 0300 061 0614

For more information on our complaint process please visit the Councils website:

• housing complaints

You can also read our Housing Complaint Policy:

• Housing complaints policy