ABRIDGED EDITION FOR DISPLAY ON CHARITY WEBSITE. FULL DETAILS ARE GIVEN TO EACH RESIDENT.
RESIDENTS HANDBOOK
| RESIDENTS NAME: | |
| TYPICAL ADDRESS: | Church Green Witney, Oxon OX28 4AW |
| TELEPHONE No: | |
| KEY SAFE No. |
FOR HELP OR ANY QUERIES PLEASE CONTACT THE CLERK TO THE TRUSTEES
TBA
TELEPHONE: TBA
EMAIL: witneytowncharity@gmail.com
INDEX
- INTRODUCTION
- Welcome Page 4
- Contact Details
- Confidentiality
- MANAGEMENT
- Constitution Page 5
- Background
- Management & Trustees
- Your letter of appointment Back Page
- Who pays for what? Page 6
- Complaints policy See Appendix 1 Page 18
- HEALTH & SAFETY
- Health and Safety Policy See appendix 2. Page 25
- Antisocial behaviour Policy See Appendix 3 Page 26
- Residents responsibilities Page 7
- Fire Precautions
- What to do in event of fire
- Slips, Trips and Falls Page 8
- Security
- Asbestos
- Emergency Action
- LOOKING AFTER YOUR PROPERTY Page 10
- Keeping it clean & tidy
- Easy access
- Reporting and Fixing problems
- Making changes
- Repairs & Decoration
- Pets
- ELECTRICITY, GAS, WATER ETC
- Electrical safety Page 11
- Changing light bulbs
- Heating & Hot Water System
- Telephones, internet and Social Media
- Emergency Call System Page 12
- Water & leaks
- Television
- INCLEMENT WEATHER Page 12
- Snow & Rain
- Hot weather Page 13
- REFUSE
- Domestic Waste Page 13
- Recycling
- Garden Waste Page 14
- Large/Heavy items
- GARDENS Page 14
- Your garden
- Equipment
- Sheds
- Newlands
- LOCATION OF EQUIPMENT Page 14
- Fuse boxes
- Electric Meter
- Gas Meter
- Stopcocks
- VISITORS Page 15
- Parking
- Their responsibilities
- Social Activities
- KEEPING WELL Page 15
- Looking after yourself
- Doctors & Dentists
- Personal or Financial problems
- Your Neighbours
- GOING AWAY Page 16
- Temporary Absence
- Leaving Permanently
- INSPECTIONS Page 16
- Frequency
- EMERGENCY CONTACT NUMBERS Page 17
- LETTER OF APPOINTMENT Excluded
- INTRODUCTION
1.1 Welcome
Welcome to your Resident’s Handbook. You should read through this and understand its content as it contains a lot of useful information about your occupation in your dwelling. It also gives you a lot of information which is always important to keep you safe.
Please, having read this, place it in a safe place where it can be found when you need it.
The Handbook is a ‘living item’ and will be updated as things change, and checks are made etc. It also contains relevant contact numbers which you may need in the event of an emergency.
If you have any suggestions to improve the handbook, or any queries on its content, please contact the Clerk to the Trustees.
1.2 Contact Details
Initially for all queries – urgent or non-urgent – you should contact the Clerk to the Trustees
In certain circumstances you may need to contact one of the Trusts approved contractors. The details for these are found at the end of this Handbook.
| Clerk to the Trustees | TBA |
1.3 Confidentiality Policy
Witney Town Charity maintain data on all residents of their dwellings.
We understand that many of the people have subjects they want to discuss and that some of this information may be confidential. However, there are instances in which it is necessary to breach confidentiality. In some cases, this is compulsory, e.g. when required by law, and in other cases a breach of confidentiality can be at the discretion of the resident or the Charity subject to the Trustees approval. Witney Town Charity respects the privacy of our residents and promotes an ethos of trust within the organisation.
- MANAGEMENT
2.1 Constitution
A copy of the Witney Town Charity Constitution is available from the Clerk
The Background of the Charity
in 1935, all of Witney’s non-educational charities were combined into two: the Witney Town Charity and the Witney Parochial Charities. In 1957, it was resolved that the Witney Town Charity income should be used for gifts in money, bedding, clothing, fuel or furniture for weekly allowances and for grants for those entering on or engaged in trade. In the 1960s, the emphasis of the Charity’s effort was to maintain the 18 Almshouses and to support the 18 occupants.
The Almshouses on the site of Church Green, date back to the Tudor period and first recorded in 1652. By the 1760s, it had been divided into 4 dwellings, occupied by 5 tenants. By the 18th century the Almshouses were described as being unfit for habitation, the old houses were pulled down and 6 new dwellings were erected. In 1814, further improvements were carried out including the addition of kitchens and fuel stores at the rear. They became known as the “bread and beef cottages”.
The Holloway Almshouses at Station Lane, are so named, after John Holloway of Finsbury, London, who left money to build an Almshouse for 6 widows, 5 to come from Witney and one from Curbridge. They were rebuilt in 1868.
The Townsend Almshouses at Newland are named after William Townsend a wealthy London haberdasher, who left an endowment for Almshouses for 6 poor widows
- Management and Trustees
The Charity is managed by a Board of Trustees. This is supported by the Clerk who manages the day-to-day running.
The current Board of Trustees are:
| NAME | TELEPHONE |
| Mr Ashley Farmer (Chair) | |
| Mr Chris Woodward (Deputy Chair) | |
| Mrs Joycelyn Aitman | |
| Mrs Jeanette Baker | |
| Mr Barry Beadle | |
| Ms Rachel Crouch | |
| Ms Amanda Collicutt | |
| Ms Melanie Jones | |
| Mr David Griffiths | |
| Ms Georgia Meadows | |
| Dr Paul Watson | |
| Mrs Judith White | |
| Miss Anne Carter | |
| Mr Justin Webber | |
The Clerk to the Trustees is
| TBA | TBA |
Correspondence with the Board should be to the Clerk in the first instance.
2.4 Letter of Appointment
A copy of your letter of appointment which you were issued and signed at the start of your occupation, is at the back of this Handbook.
- Who Pays for What?
| Council Tax | Resident |
| Weekly Maintenance Contribution | Resident |
| Structural repairs | The Charity |
| Building insurance | The Charity |
| Contents insurance | The Charity |
| Gas | The Charity |
| Electricity | Resident |
| Telephone | Resident |
| Water | The Charity |
| TV License | The Charity for those aged over 60 |
| Lifeline Alarm | The Charity |
| External Decoration | The Charity |
| Contents | Resident |
| Broadband | Resident |
| Cooker, Fridge & Washing Machine | The Charity |
| Repairs to building | The Charity |
| Stair Lift | The Charity |
2.6 Complaints policy See Appendix 1.
- HEALTH & SAFETY
Having a safe and secure property to live in is a key objective of the Trust. We will ensure that all dwellings are fully safe and are inspected regularly to pick up any issues.
However, Health & Safety is a two-way matter, and we expect our residents to ensure they also live and behave in a safe manner.
We also need to ensure that you are secure in your dwelling and you are not at risk from any of those who do not have the same standards as ourselves.
In the sections below we offer some advice on keeping a safe and secure environment to live in.
Health and Safety Policy – See appendix 2
3.1 Residents responsibilities
All of our residents are expected to:
- Make sure all entrances and doorways are clear so you can walk freely without obstruction.
- Routes and gangways to entrances and exits should be kept clear so you can leave safely in an emergency – especially if it is at night.
- Ensure all electrical items are in good working order and are switched off at night.
- Be especially careful with cooking equipment – turning cookers etc. off as soon as they are finished with.
- Tidiness’ is the best form of safety – do not leave items lying around that can be tripped over.
- If you have a mobile ‘phone – keep it with you as much as possible so you can summon help if you need it.
- Mop up any spillages as soon as they occur.
- Do not climb on chairs to reach something.
- Keep the outside doors locked at all times.
- Cause no form of excessive noise or nuisance to others.
3.2 Fire Precautions
All of our dwellings are fitted with Smoke and Carbon Monoxide Detectors. These will be tested annually and where faulty replaced.
Each kitchen will have a Fire Blanket for use in the event of a fire on the cooker.
The two main causes of fires are smoking and electricity. If you must smoke – and we would recommend you don’t – please ensure ash and nub ends are properly controlled and extinguished. Use metal or ceramic ashtrays – do not flick ash into the waste paper bin!
Ensure all electrical items are switched of after use. If any signs of cables fraying or pieces missing or broken – the item should not be used and replaced as a matter of urgency.
Do not touch anything that involves inside sockets, switches fuse boards etc.
Candles or open flamed items are not permitted
Portable Gas or paraffin heaters are not permitted.
3.3 What to do in the event of finding a Fire.
Sometimes if the worst occurs, we can lose all forms of common sense and try to resolve the problem. Although we provide a fire blanket – it is only there as a first aid item.
We do not want our residents to be firemen! You should never try and extinguish a fire as often the action you take can put your life at risk and can sometimes make things worse.
We have a few simple rules to follow if you discover a fire, however small it is:
- IMMEDIATELY GET OUTMOVE AWAY FROM THE BUILDINGCALL 999 AND ASK FOR THE FIRE SERVICEINFORM YOUR NEIGHBOURS
Do not return the building until the Fire Service tell you it is safe to do so.
3.4 Slips Trips and Falls
Slips and trips are very common injuries – especially in the elderly. These can occur when items are left on the floor where thy cannot be seen, or if there is a liquid spillage.
Tidiness is paramount when avoiding slips and trips. Put things away after use and mop up anything you spill without delay.
You should be especially careful when using the shower – we recommend you use a non-slip mat on the shower floor.
3.5 Security
Unfortunately, not everyone is honest, and burglaries and attacks are becoming more prevalent. We cannot expect our residents to live in a cell but there are precautious you should take to improve your security.
Always keep all external doors locked especially at night. If they need a key to lock them – do not leave it in the lock – put it somewhere a few feet away from the door so it can be found in an emergency.
Ground floor windows should be shut if you go out and at night.
If you have a ‘chain’ fitted. Do not attach it until the door is knocked or the doorbell rings. Then open the door to see who is there. (We say this as if the chain is always fitted – it makes it impossible for anyone to get in – should there be an emergency). This is particularly important if your property is fitted with a ‘keysafe’. If a chain is ‘on’ then the keysafe is rendered useless as the person entering cannot gain access.
Do not let in any strangers. If you are to receive a contractor or visitor from the Trust – you will have been advised beforehand. If in doubt – check with the Clerk.
3.6 Asbestos
Each of our properties are regularly inspected for asbestos. A copy of the Asbestos Survey is available from the Clerk.
3.7. Anti-Social Behaviour
The Trust has an Anti-Social Behaviour Policy. See Appendix 3
3.8 Emergency Action
If you feel ill – call either your GP or theNHS HELPLINE
Dial 111
Please write the telephone number of your GP here:
………………………..
***********************
For URGENT MEDICAL HELP:
Dial 999 and ask for an AMBULANCE.
For SECURITY ISSUES:
Dial 999 and ask for thePOLICE.
For a FIRE – however small:
Dial 999 and ask for theFIRE SERVICE.
***************
4.LOOKING AFTER YOUR PROPERTY
4.1 Keeping it Clean and Tidy
When you move into your property it will have been freshly decorated and it should be clean and tidy. Keeping it clean and tidy is important, not only so it is pleasant to live in, but it keeps it safe to live in. We don’t expect you to be ‘saints’ but regular cleaning will keep it fresh at all times.
4.2 Entrances and Exits
Please keep the doorways into your property clear of all obstructions. This will ensure they are safe should you need to leave quickly in an emergency. This is important both inside and out. Do not clutter up doorways with plant pots etc.
4.3 Reporting and Fixing Problems
Should you have any problems with your property do not attempt to fix them yourself and you could endanger yourself doing it. Call the Clerk who will instigate whatever repairs are needed. This may involve a contractor – if so, you will be advised when they are calling to make the relevant repair. The Trust have a number of approved contractors – where they have negotiated favourable rates to repair things. Never – until you have consulted the Clerk – call in a contractor yourself.
4.4 Making Changes
No one is authorised to make any changes to the property. This includes changes to the structure, layout or electrical system. Any changes that are deemed to be required will be authorised and organised by the Trustees.
4.5 Repairs and Decoration
Residents are always required to keep the property in a good decorative order. Changes to colour schemes are acceptable but should be kept to subtle colours.
Residents who leave the property are required to make good any damage that has occurred and to leave it in a good decorative order.
4.6 Pets
The Trustees allow residents to have a pet in their property. However, this is limited to dogs, cats and small domestic animals. Residents are responsible for the activities of their pet and before owning a pet should consider what it involves e.g. walking a dog etc.
Permission to have a pet in the property must be obtained from the Clerk BEFORE obtaining one.
Permission may be withdrawn if the animal causes any form of nuisance.
5. ELECTRICITY, GAS WATER, ETC.
5.1 Electrical safety
Never tamper with anything electrical. Your property is checked regularly to ensure all the electrical system is safe for you to use.
Any personal equipment must be in good working order. Check regularly that all cables are intact and there are no splits or fraying. Check that the pug is properly fitted, and you cannot see any of the coloured wires as they go into the plug.
Should any electrical item show any sign of a fault you should stop using it immediately. You should seek professional help to either get it repaired or have it replaced.
Care should be taken with cables to ensure they are not trip hazards.
Portable heaters must NEVER be placed near to anything in case they cause a fire. Ensure they are switched of at night or if you go out.
5.2 Changing light bulbs
If a bulb blows on any light that is at height, seek professional help to change it. Do not stand on chairs etc. to change it yourself.
Ensure the correct wattage bulb is used. Every fitting these days has a recommended maximum wattage – exceeding this can cause a fire.
Bulbs in low level items e.g. table lamps can be changed by yourselves but again check you are not exceeding the maximum wattage. Ensure the item is unplugged before doing this.
5.3 Heating & Hot Water System
Your heating and hot water system is regularly checked and serviced by a qualified engineer and should be trouble free. If any fault develops please contact the Clerk who will organise an engineer.
If the heating fails in cold weather, make sure you keep warm by wearing extra layers, thick socks etc. Our engineers will get to you as soon as they can, but unfortunately heating systems tend to break down at the worst times – i.e. when it is cold!
Do not tamper with any of the settings or the boiler. Seek help if you need it.
5.4 Telephones, Broadband etc.
You are responsible for the telephone fitted in your property. Similarly, if you have the internet using a Broadband connection.
5.5 Emergency Call Systems
Some properties are fitted with Emergency Call Systems. These are fitted and maintained by a contractor.
Each of these systems involves wearing a ‘pendant’ which in the event of an emergency, or falling ill, should be pressed to summon help.
If you have one of these, you should always have the pendant on or close to your person.
The systems are checked and tested on a regular basis by the contractor.
5.6 Water & Leaks
Should any pipework start leaking you must contact the Clerk who will organise a plumber. This includes dripping taps as this wastes water and harms the environment.
Any spillages of water must be mopped up immediately to avoid slip hazards.
5.7 Television
You are responsible for your own television. The properties are fitted with a communal digital aerial system.
Anyone who requires a more extensive television system may use the fibre connections that are connected to the properties. Suppliers for these include BT and Virgin.
Satellite dishes are not permitted.
A block TV License is provided by the Trust for all residents over 60.
6. INCLEMENT WEATHER
6.1 Snow and Ice
When temperatures drop, we are at our most vulnerable. So, we must consider options to ensure our residents are safe.
Should the pathways outside your property be snowy or icy, do everything possible to not go out. The Trust do not have the facilities to de-ice or grit the pathways.
Please do not try and be a hero and clear snow and ice yourself!
Try and ensure you have sufficient ‘supplies’ in stock at all times when there is the threat of bad weather, so you don’t have to go out shopping etc.
If you need to go shopping, please try and get someone to go for you who may be more able bodied.
Sainsbury’s in Witney provide a telephone ordering service (Call 0800 328 1700) so you can have your shopping delivered. Deliveries can be made seven days a week. (Please note you need to register for this service)
If you must go out for something other than shopping – try and enlist someone who can help you by meeting you and making sure you get to your destination and back safely.
At all times make sure you keep warm in your property. Have plenty of hot drinks, soup etc.
6.2 Hot Weather
When the weather gets hot, there are several things you can do:
- Make sure you increase your fluid intake to avoid dehydration.
- Wear loose cotton clothes as they are cooler.
- Keep the heat out by closing curtains.
- Use a fan – which although it doesn’t cool the air it keeps it moving and more comfortable.
- Eat smaller meals more often. You get warmer as your body processes larger meals.
- Washing your wrists with cold water cools the bloodstream.
- Avoid caffeine and alcohol – they cause dehydration.
- Avoid going out into the heat if you can. If you do make sure you apply plenty of sunscreen and carry a drink.
Remember pets also feel the heat so need protection from dehydration as well
If you feel unwell due to the heat – seek medical help earlier rather than later
7.REFUSE
7.1 Domestic Waste
Bins are supplied for disposing of domestic waste. These are collected by the council on the following schedule:
| Food waste | Weekly |
| Recycling | Fortnightly |
| Household rubbish | Fortnightly |
| Garden waste | Fortnightly |
A food ‘caddy’ is provided and a 23 litre outside bin supplied for food waste. These along with the recycling and household waste bins are supplied free.
For food please ensure you use compostable bin liners in the caddy.
7.2 Recycling
It is important to ensure that only recyclable items are placed in the recycling bins. Items that are recyclable are usually marked by the following symbols
7.3 Garden Waste
At Newland Two garden waste bins are provided by the Charity..
7.4 Large & Bulky Items
Large or bulky items can be disposed of for a small charge. This is managed by the Council. Call 01993 861025 to arrange a special collection.
8. GARDENS
8.1 Your Garden
Each property has its own small garden. It is the residents reponsibility to maintain this. The Charity will help with the communal areas.
Pathways should be kept clear and waste removed to an appropriate bin.
8.2 Equipment
You are required to provide your own gardening equipment. Please ensure that any chemicals are stored safely and used in line with their instructions.
8.3 Sheds
Where provided, these should be kept locked at all times when not in use.
8.4 Newland
A professional gardener looks after the lawned areas at Newland.
9. LOCATION OF EQUIPMENT
The chart below details the typical location of equipent in your property:
| Fuse Box | In the Wall Cupboard in the Living Room |
| Electric Meter | In the Wall Cupboard in the Living Room |
| Gas Meter | In the Wall Cupboard in the Living Room |
| Water Stop-Cock | In the Ground Floor Toilet |
Only those qualified to do so may touch these.
10.VISITORS
10.1 Parking
There is no vehicle parking at any of the properties.
10.2 Visitors Responsibilities
We encourage you to have as many visitors as you would like. Apart from the company – they can ‘keep an eye’ on how you are. However, unless it is an emergency, visitors may not stay overnight in the property.
10.3 Social Activities
We would also encourage residents to celebrate birthdays and other significant events. However, care must be taken by those attending not to cause a nuisance to others.
11.KEEPING WELL
11.1 Looking After Yourself
We hope that you enjoy living in your property and that you keep well at all times. However, sometimes we get ill, and help is needed. There is much guidance in this handbook on being careful but sometimes illness can happen.
As we get older what we withstood when we were young is suddenly a lot more difficult to handle.
Should you fall ill you should seek help as a matter of urgency:
11.2 Where to Get Help
| Nearest Chemist | Boots Chemist High Street, Witney and Pharmacies next to the Windrush Heath Centre and Nuffield Health Centre, Welch Way, Witney |
| NHS Helpline | 111 |
| Your GP | |
| Minor Injuries Unit | Welch Way, Witney 01865 903841 |
| Your Dentist | |
| Your Optician | |
| Chiropodist |
11.3 Personal or Financial Problems
We very much believe in a ‘trouble shared is a trouble halved’ . Sometimes we have things bothering us or we may have financial problems. If you have no-one that you know who can help – then talk to the Clerk who may be able to help or point you in the right direction to someone who can.
The Citizens Advice Service can also help or point you to someone to help you. They can be contacted on 0344 411 1444.
11.4 Your Neighbours
Should you not see the neighbours you regularly see, this may highlight they have a problem. If this is the case check they are alright or contact the Clerk for help expressing your concerns.
12. GOING AWAY
12.1 Temporary Absence
Should you go on holiday, or take more than 10 days away to stay with a friend or relative, we would like you to inform the Clerk.
Before leaving you should ensure your property is properly secured with all electical and gas appliances switched off.
Any planned prolonged absence should be advised to the Clerk in advance.
You may not vacate the premises fro more than 28 days in one year without prior consent of the Clerk or the Trustees.
12.2 Leaving Permanantly
Anyone leaving their property permanantly is responsible for leaving it clean and tidy, everything removed and redecorated to the standard it was when you moved in. You are required to give 28 days written notice of leaving.
13 INSPECTIONS
The Trustees will make an informal inspection of each property every 6 months, March & September. A formal inspection by a safety inspector will take place each year.
The Clerk will instruct contractors etc to remedy any shortfalls.
Should the inspection require a large number of remedial actions, then another inspection may take place earlier than 12 months. This will be at the discretion of the Clerk.
Any serious shortfalls caused by negelct by individual residents may jeopardise the future of their residency.
- EMERGENCY CONTACT NUMBERS
| Police (Non-emergency) | 01865 841148 or 101 |
| Police Emergency | 999 |
| Fire Service Emergency | 999 |
| Electrician | TBA |
| Plumber | TBA |
| Builder | TBA |
| Gas Emergency | 0800 111999 |
| Heating Engineer | TBA |
| The Clerk | TBA |
Please complete:
| Name | Number | |
| Family Member | ||
| Family Member | ||
| Family Member | ||
| Friend who can help |
Appendix 1. Complaints Policy
Complaints Policy and Procedures
- Introduction
- This policy applies to the Trustees of The Witney Town Charity (the Charity) and seeks to ensure that the Charity’s complaints process is flexible and responsive to the needs of individual complainants to enable residents to be heard and understood.
The Charity complies with the Complaint Handling Code (the Code) issued by the Housing Ombudsman Service. All complaints dealt with under this policy will be dealt with in a manner consistent with the Code and the Charity will maintain all records as required by the Code.
- A complaint is defined as: “an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the Charity, its trustees, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
- The word “complaint” does not need to be used expressly for the matter to be considered a complaint. Whenever a resident expresses dissatisfaction the Charity must give them the option to make a complaint. Complaints made by residents may be made by the resident’s carer, family members or a representative of a resident and these must be handled in line with the Charity’s complaints policy.
- A request from a resident to act to put something right (e.g., to carry out routine maintenance etc.) is considered to be a service request and not a complaint. Service requests should be dealt with in accordance with the Residents’ Handbook. Failure to deal appropriately with a service request may lead to the matter being dealt with as a complaint.
- A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. The Charity must not stop their efforts to address the service request if the resident raises a complaint.
- An expression of dissatisfaction with services made through a resident’s survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where the Charity has asked for wider feedback about their services, they must also provide details of how residents can raise a complaint.
- In dealing with complaints the Charity will ensure that:
- individuals who raise a complaint are listened to and treated with courtesy and empathy;
- residents will never be disadvantaged as a result of raising a complaint;
- complaints will be investigated promptly, thoroughly, honestly, and openly; and
- in dealing with complaints the Charity will comply with confidentiality and data protection policies.
- Exclusions
- The Chairty must accept a complaint unless there is a valid reason not to do so.
- The following matters will not be considered as complaints:
- The issue giving rise to the complaint occurred over twelve months ago.
- Legal proceedings have begun as defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at Court.
- Matters that have previously been considered under the complaints policy.
- the complainant is anonymous, unless there is sufficient documentary evidence to substantiate the complaint;
- Unless excluded on other grounds, the Charity must accept complaints referred to them within 12 months of issue occurring or the resident becoming aware of the issue. Where there are good reasons to do so, the Charity must also consider whether to apply discretion to accept complaints made outside the time limit.
- If a complaint is not accepted a detailed explanation will be provided to the Complainant setting out the reasons why the matter is not suitable for the complaints process and their right to take that decision to the Ombudsman (see details below). The Ombudsman may direct the Charity to take on the complaint, in which case this policy will apply.
- The Charity reserves the right to close the Complaint in the following circumstances:
- If a complaint is pursued unreasonably or where a Complainant’s actions or behaviours are deemed to be unreasonable, the Charity reserves the right to close the complaint.
- If a Complainant displays threatening or abusive behaviour or language (whether verbal or written), that causes staff or trustees to feel threatened, abused and/or continues to contact the Charity with unreasonable demands during/following a complaint investigation a complaint may be closed and, if the Complainant is a resident, this may be grounds for their appointment to be set aside.
- In cases where the trustees bring the complaint to an end in accordance with this section of the policy, they will inform the Complainant of their reasons and their right to take that decision to the Ombudsman (see details below). The Ombudsman may direct the Charity to reopen the complaint, in which case this policy will apply.
- Accessibility and awareness
- Complaints will be dealt with in a manner that is consistent with the Charity’s Equality & Diversity Policy and the Charity’s duties under the Equalities Act 2010.
- If any individual making a complaint wishes the Charity to make reasonable adjustments to accommodate an individual’s particular needs, they, or their representative, should contact the nominated lead for Equality & Diversity matters. , Deputy Chair of Witney Town Charity, whose details are in the Residents’ Handbook, by phone or by email or in person to discuss what adjustments may be possible.
- The Charity acknowledges that a high volume of complaints must not be seen as negative, as this can be indicative of a well-publicised and accessible complaints procedure. Low complaint volumes are potentially a sign that residents are unable to complain.
- These complaints handling policy should be listed in the Residents Handbook and available on the Charity’s website.
- Complaint handling staff
- Complaints will be investigated by the Complaints Officer at Stage One.
- Appeals will be investigated by the Appeal Officer at Stage Two.
- If the Complaints Officer and/or the Appeals Officer are conflicted, or the complaint relates to the Complaints Officer and/or the Appeals Officer, the complaint should be directed to the Clerk and/or the Chair of Trustees whose details are in the Residents’ Handbook.
- Stage One of the Complaints Process
- Complaints should be made either in writing or by email to the Complaints Officer.
- The initial complaint should include sufficient detail, and where appropriate supporting documentation, to enable the Charity to investigate the matter.
- The Complaints Officer will acknowledge the complaint and make a record, within 5 working days. The acknowledgement will:
- summarise the Charity’s understanding of the complaint;
- summarise the Charity’s understanding of what the Complainant is seeking as an outcome;
- raise any questions that require clarification from the Complainant; and
- set out the next course of action and anticipated timescale.
- In most cases the Charity will aim to issue a full response within 10 working days from the complaint being acknowledged. In exceptional cases, if the Complaints Officer anticipates that the particular complaint will take longer to resolve, this should be explained and a clear timeframe set out for the resolution of the complaint which should not exceed a further 10 working days, without good reason. Such explanation should also include the contact details of the Housing Ombudsman.
- The Complaints Officer will investigate the complaint in an impartial manner permitting all relevant parties to provide information. The Complainant and any third parties involved in the complaint should be given the opportunity to set out their position before any final decision is made. The Complaints Officer may delegate the management and investigation of the complaint to another individual.
- If the Complaints Officer is conflicted, or the complaint relates to the Complaints Officer, the complaint should be directed to the Clerk and/or Chair of Trustees, whose details are in the Residents’ Handbook.
- The Complaints Officer will:
- deal will all complaints on their merits;
- act independently and have an open mind but may consider reports of previous complaints that relate to the same issue being complained about;
- take appropriate measures to address any actual or perceived conflict of interest (which may include asking another trustee to investigate the complaint);
- consider all relevant information and evidence carefully; and
- keep the details of the complaint confidential as far as possible, with information only being disclosed if necessary to properly investigate the matter.
- If the complaint involves questions relating to the Charity or the Complainant’s legal obligations, the Complaints Officer will set out clearly their understanding of the respective legal obligations and may seek legal advice before doing so.
- The Complaints Officer will provide the Complainant with a response to the complaint at the earliest opportunity, which will be copied to all of the trustees.
- If the Complaints Officer identifies that further actions are required to address the complaint these may be carried out after the response has been given and should not delay the Complainant receiving a response to the complaint.
- If new issues are raised by the Complainant during the stage one process, these should be dealt with as part of the process if they are relevant. However, if the issues relate to a different issue and/or are raised after the response has already been issued, the issues will be dealt with as a separate complaint.
- In responding to the complaint, the Complaints Officer will confirm in writing:
- The complaint stage
- The complaint definition
- The decision on the complaint
- The reasons for any decisions made
- The details of any remedy offered to put things right
- Details of any outstanding actions; and
- Details of how to escalate the matter to stage two if the individual is not satisfied with the result.
- Stage Two
- If the Complainant is not satisfied with the response from the Complaints Officer, they have 5 working days to submit an appeal in writing or by email to the Appeals Officer, whose details can be found in the Residents’ Handbook.
- The Appeals Officer will acknowledge the appeal within 5 working days of receipt of the appeal. The acknowledgment may include any requests for clarification that relate to the appeal.
- The Appeals Officer will arrange a meeting with the Complainant to be held within 10 working days of the appeal being submitted. The Appeals Officer will be assisted by two Trustees at the meeting, the Appeals Panel.
- The Appeals Officer will respond in writing to the complainant within 20 working days of the appeal being acknowledged, informing them of the outcome of the appeal process and the decision of the Appeals Panel.
- If the Appeals Officer believes that the appeal will take longer than 20 working days, then any extension should be notified and clearly explained to the Complainant. Any such extension should be no more than 20 working days without good reason. Such explanation should also include the contact details of the Housing Ombudsman.
- In responding to the appeal, the Appeals Officer will confirm in writing:
- The complaint stage
- The complaint definition
- The decision on the complaint
- The reasons for any decisions made
- The details of any remedy offered to put things right
- Details of any outstanding actions; and
- Details of how to escalate the matter to the Housing Ombudsman if the complainant is not satisfied with the response to the appeal.
- Putting things right where something has gone wrong
- Where something has gone wrong the Charity must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include:
• Apologising;
• Acknowledging where things have gone wrong;
• Providing an explanation, assistance or reasons;
• Taking action if there has been delay;
• Reconsidering or changing a decision;
• Amending a record or adding a correction or addendum;
• Providing a financial remedy;
• Changing policies, procedures, or practices.
- Any remedy offered must reflect the impact on the resident as a result of any fault identified.
- The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion.
- Charities must take account of the guidance issued by the Housing Ombudsman when deciding on appropriate remedies.
- Annual Review
- This policy will be reviewed on an annual basis.
- The Charity will carry out an annual self-assessment in accordance with the Code.
- The Trustees of the Charity as a whole will consider any findings or recommendations of the annual self-assessment.
- For the purposes of this policy:
- The Complaints Officer is:
Name: Deputy Chair of Trustees of Witney Town Charity
Telephone number:
Address:
Email address:
- The Appeals Officer is:
Name: Chair of Trustees of Witney Town Charity
Telephone number:
Address:
Email address:
- Housing Ombudsman Service
The contact details for the Housing Ombudsman Service are:
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
Address: Housing Ombudsman Service,
PO Box 1484, Unit D, Preston, PR2 0ET.
This policy has been approved for issue by the Board of Trustees
Signature: ………………………………………………..
Name: Mr Ashley Farmer
Position: Chair of Trustees
Date: 17th September 2024
Appendix 2 Health & Safety Policy
Witney Town Charity
Registered Charity No 202996
Health & Safety Policy Statement
Witney Town Charity regards the promotion of Health, Safety and Welfare as an essential objective.
Our policy is to provide and maintain, so far as is reasonably practicable, a safe and healthy environment for everyone involved in the charity both employees and residents. This policy has been developed to comply with the requirements of:
- The Health and Safety at Work etc. Act 1974
- The Regulatory Reform (Fire Safety Order) 2005
- The Lifting Operations & Lifting Equipment Regulations 1998
- The Workplace (Health, Safety and Welfare) Regulations 1992
- The Gas Safety Regulations 1998
- The Electricity at Work Regulations 1989
- Control of Substances Hazardous to Health Regulations (COSHH) 2002
- Food Safety & Hygiene Regulations 2013
- Workplace (Health & Safety and Welfare) Regulations 1992
- Workplace (Display Screen Equipment) Regulations 1992
- The Provision and Use of Work Equipment Regulations 1998
Overall responsibility for Health and Safety resides with:
Deputy Chair of Witney Town Charity
The main objectives of this policy are to:
- Provide a system and adequate arrangements to effectively manage and monitor the company’s Health and Safety arrangements.
- Ensure all residents reside in a safe and healthy environment.
- Ensure adequate resources, including the provision of competent personnel, are available to implement this policy.
- Ensure a systematic approach to risk assessment and control.
- Provide a safe and healthy working environment including safe systems of work.
- Provide all such information, instruction and training as is necessary.
- Increase the awareness of all those involved in Witney Town Charity as to their responsibility for the Health and Safety of themselves and others.
- Provide suitable arrangements and training for Tenants on matters relating to Health, Safety, Welfare and Fire Safety.
The Policy will be continuously maintained in order to reflect changes within the Trusts operation. To ensure this, the “Policy” and its “Arrangements” will be reviewed regularly and amended as necessary.
Witney Town Charity endeavours to progressively improve its Health and Safety performance and therefore requires and expects the full participation and co-operation of everyone involved in the Trust and their residents.
The Trustees of Witney Town Charity gives their full endorsement to this Policy, supporting all those who undertake to carry it out.
Signed:
Ashley Farmer
ASHLEY FARMER
Chair of the Trustees
Appendix 3 Anti-Social Behaviour Policy.
Witney Town Charity
Registered Charity No 202996
THE ALMSHOUSE ASSOCIATION MODEL ANTI-SOCIAL BEHAVIOUR POLICY AND PROCEDURES FOR AN ALMSHOUSE CHARITY
BACKGROUND
It is good practice for Trustees of all Almshouse Charities to comply with the principles of this legislation. Under section 12 of the Anti-Social Behaviour Act 2003 Trustees of an Almshouse Charity registered with the Housing Corporation must publish a statement of policy and procedures for dealing with anti-social behaviour.
DEFINITION (Section 153A of the Act)
Anti-Social behaviour is defined as:
- Behaviour which is capable of causing nuisance or annoyance to any person and which directly or indirectly relates to or affects the housing management functions of a relevant landlord.
- Behaviour which is capable of causing nuisance or annoyance to any of the following:
(1) A person residing in housing accommodation owned or managed by the relevant landlord.
(2) A person visiting the housing accommodation or otherwise engaged in lawful activity in or in the locality of the housing accommodation.
(3) A person employed by the relevant landlord wholly or partly in connection with its housing management functions.
(4) The Trustees, and the Clerk to the Trustees, of The Witney Town Charity.
MODEL POLICY
“The Trustees of Witney Town Charity will not tolerate any anti-social behaviour that affects the quality of life of a Resident or the management of the Charity for the benefit of all its Residents.
Residents are encouraged to report to the Trustees any behaviour considered by them to be anti-social by any person.
The Trustees will investigate such reports (in confidence when this is appropriate).
Should mediation be appropriate the Trustees may involve Advice, Information & Mediation Services (AIMS – Age Concern) to resolve the problem.
If the matter cannot be resolved by mediation the Trustees will not hesitate to act on behalf of a Resident affected by anti-social behaviour. If this is caused by another Resident in contravention of the Almshouse Regulations, the Charity will follow its internal procedures. After a due process of verbal and written warnings the Resident’s appointment to the Almshouses may be set aside. In case of anti-social behaviour by visitors or neighbours, the Trustees may seek an Anti-Social Behaviour Order on behalf on one or all of the Residents.
MODEL PROCEDURES
Residents should report any behaviour considered by them to be anti-social to the Clerk to the Trustees in writing (marked personal for: Bev Hobson)
The Clerk to the Trustees will bring the matter to the notice of the Trustees at the earliest opportunity.
The Trustees will then decide to:
a. Resolve the matter within the Charity.
or
b. Refer the matter for external mediation.
or
c. Seek an Anti-Social Behaviour Order.
The above Model Policy and Model Procedures are effective immediately and henceforth incorporated into the Witney Town Charity’s Almshouse Regulations.