Frequently Asked Questions
| How can I get my disabled adaption? |
| As a landlord our principal activity is renting homes and there is no legal requirement for us to adapt tenants’ homes if they are disabled. However, we are committed to helping as many tenants as possible to live independently in their home and therefore provide funding to the Council’s Independent Living Service (ILS) for this purpose and we work in partnership with them. The ILS assesses the needs of all residents in the Borough - homeowners and private renters, as well as our tenants. |
| How do I complain if I am unhappy with your service? |
| We always encourage customers to solve complaints directly with staff members as we are committed to providing a service to be proud of. Ask to speak to the team manager if you are unhappy. If you are still dissatisfied, you can make an official complaint. Contact Twin Valley Homes Complaints Officer on 269002 and ask for the form. |
| How do I get a property with Twin Valley Homes? |
| Twin Valley Homes lets its properties through B-with-Us, the complete home renting service. |
| How do I report a repair? |
| Reporting a repair is easy - just call the Twin Valley Repair Line on 01254 269100. For emergency repairs only please call 01254 269100 (weekdays 5pm-9am, and weekends 24 hours). Smell gas? Please call National Grid Emergencies straight away on 0800 111999. |
| I would like to have a fence. Can you help? |
| We have been able to provide fencing with funding from some environmental improvement programmes but to provide fencing for everyone that wanted it would cost Twin Valley Homes millions of pounds. The hard truth is that we have made a firm promise to invest those millions in providing your homes with central heating and double-glazing and other improvements, and this has to come first. |
| What do I do about nuisance neighbours? |
| Nuisance neighbours may be in breach of their tenancy agreement. Unless you are suffering from serious acts of violence or harassment, the first thing to do is to speak to your neighbour to resolve things amicably. If the problem continues, you can contact your Housing Officer who may be able to help resolve the problem. Call: 01254 269155. |
| What if I can't pay my rent? |
| Don't ignore the problem. Rent is a payment you must make or you will lose your home. Try and sort it out by seeking professional guidance. Contact the Rent Income Management Team on 01254 269020 and let them know how you intend to reduce your debt. |
| Where can I get help to do my garden? |
| Twin Valley Homes does not maintain gardens for tenants. However, we may be able to put you in contact with someone who can, possibly free of charge. Some community groups offer tool hire facilities. Call us on 01254 269155 for advice. |
| When will the grass around the estates be cut? |
| We cut the grass on open grassed areas on estates between March and October each year. It’s not possible to guarantee the timings of these because bad weather sometimes prevents us from carrying out the grass cutting at the scheduled time. We will not cut the grass in heavy rain or when the ground is too soft. Following consultation with tenants, grass cuttings are not collected as the cost of doing so is too high. |
| You keep getting my name wrong. Please can you get it right? |
| This is one irritation we can easily fix. If we keep spelling your name wrong or if your circumstances have changed and you wish to be known by another name, just call us on 01254 269155. This may require the name on your Tenancy Agreement to be corrected – so it’s important that you tell us! |
