Our Residents
Report a Repair
For HCR Residents, our tenants or occupants depending on their status, there is a simple straight forward method of reporting a problem – use www.hcrfix.com
This leads you to a graphics based, simple to use problem reporting system which can be in 40 different languages. Click on the box in the top left corner with the world icon and “English UK” and you can choose the language you want.
Follow the instructions and where there are self-help pop up boxes, read them carefully and report your problem with photos. We will be in touch within 1 working day, unless the issue is a real emergency. If it is, then follow the instructions.
Residents Documents
Managing your Energy Bills
Whether you are a resident with an Assured Shorthold Tenancy or in unsecured temporary accommodation provided by your Local Authority, you are responsible for paying the utility bills of Gas, Water, Electricity, Broadband and the TV Licence.
When you move in, we will notify the utility provider of Gas, Water and Electricity your start meter reading and we always take a photo of it too. The Utility company will set up an account for you to pay.
If you are careful, you can keep these bills down through a few simple steps:
Keep your thermostat down – for every 1oC you turn it down, you can save over £70 a year
Don’t use a window to regulate the temperature – you’re just paying to heat the street
Turn off lights – if you don’t need them, switch them off
If you don’t use a room then turn off the radiator – why heat an empty room
If you leave your TV or other appliances on standby you are using electricity. If you aren’t using them, switch them off and save about £30 a year
Ask your Property Manager to make sure the timer on your boiler works for your lifestyle – you can probably use the boiler less in summer than winter and that can save a lot of money.
Don’t fill a kettle to the top for a mug of tea or a small teapot, only heat what you need
Home Security
Everybody should feel safe in their home. HCR’s staff carry with them an ID Card which you can ask to see if you don’t know the person. All Utility contractors carry one too.
We will let you know if there is a tradesman visiting
to make repairs or undertake some works necessary for your comfort and safety. If you aren’t sure, call your Property Manager team and check with them
Both our Local Authorities and HCR take Anti-Social Behaviour seriously. Make sure you read our Policy on what we can do and what you can do to eliminate it. Do not hide it away, it will only get worse; let us help you.
Don’t let people stay over who you don’t want in your property.
Ask them to leave and if they don’t call us or if it is really serious, call the Police. We want you to be safe.
Don’t let people stay over who you don’t want in your property.
You are NOT alone. Do you change your behaviour because you are frightened of your partner’s reaction? Is your partner possessive and jealous? Do you feel like you are walking on egg shells around your partner? Do you feel controlled or isolated?
There is a free, 24-hour National Domestic Abuse Helpline – 0808 2000 247 – call it if you need help. www.nationaldahelpline.org.uk
You can always secretly let one of our Property Managers know, and they will get you the help you need.
Compliance
As Property Managers, we have many legal responsibilities to ensure you have a safe and secure home. To do this we need access to your home on a regular basis. Whether it is to test for Legionella Disease, undertake an Asbestos check, test electrical circuits or the Gas system, we need to pop in and get these things done.
We will always try and let you know we are coming along, but sometimes that isn’t so easy and we need to act swiftly.
Please help us to help you stay safe, and let us in, following the safety guidelines.
Dilapidations
Any damages caused to your home by you or by anyone staying or visiting with you, you will have to pay for. Whether it is stains on the carpet, a broken cupboard door, scuffs on the paintwork or a damaged washing machine, you will have to pay.
The Local Authority will bill you for the repairs.
What you do not have to pay for is fair wear and tear – the daily and usually slow deterioration of the carpets, flooring, woodwork and equipment. The replacement of these items forms part of the rent charged and the landlord will account for it.
If you want to keep your cost for damages to the minimum then you should carefully look after the property – you are the custodian not the owner. You should always replace broken items with exactly the same or you must ask your Property Manager to give you guidance.
When you start your tenancy / occupancy, HCR will have undertaken a detailed and comprehensive Inventory showing the actual condition of the property with plenty of photographs including 360o camera shots.
When you move out, we undertake exactly the same process, comparing the Move In Inventory with the Move Out, taking many photos of the condition you left the property in.
You will always know when you are moving out. That is the time to look at the property and ask yourself what needs replacing, cleaning, painting and sorting out so you do not have to pay for it later. If you aren’t sure, ask our Property Manager to give you some advice.
Your Local Authority needs the property for the next person, so we have to get them back to the right standard as quickly as possible. This means you need to sort out damages BEFORE you leave because we will do this if you haven’t, after you have left and then you get billed.
Condensation
One of the biggest causes of damages is condensation causing mould growth and dampness in your home.
It is an easy fix, so this is what you should do:
Close kitchen and bathroom doors to prevent steam going into colder rooms.
When cooking or washing, let the steam escape by opening a window or using an extractor fan if you have one fitted. Leave the window open or the extractor fan on for up to 20 minutes after you have finished cooking or washing.
Open some windows in other rooms for a while each day and open any trickle vents in your window frames. This allows a change of air.
Wipe down surfaces when moisture settles to prevent mould forming.
Do not block air vents and allow air to circulate around furniture and cupboards.
Dry clothes outdoors whenever possible or use small ventilated rooms.
Cover pans when cooking.
Maintain low background heat when the weather is cold or wet.
Treat any mould you may already have in your home then do what you can to reduce condensation. This will restrict new mould growth.
Do not disturb mould by brushing or vacuum cleaning. This can increase the risk of respiratory problems.
Wipe off mould growth immediately with water. Do not use washing up liquid.
To kill and remove mould growth, wipe down affected areas with a fungicidal wash. This is available from a hardware or DIY store or supermarket. You should choose a product which carries a Health & Safety Executive ‘approval number’. Always follow the instructions carefully. Do not use bleach.
Welcome Pack
Every HCR managed property has a Welcome Pack. It contains straight-forward, simple to use instructions on the property appliances, common-sense property management tips and hints, links and signposts to Local Authority support and details of how to get hold of your Property Management Team.
Please leave it in the property when you leave, and please do read it carefully because it will save you time and money.