The Tenant Handbook is designed to go alongside your Tenancy Agreement and is there to provide clear information about a tenant's rights and responsibilities, the services provided by the landlord, and how to access support throughout the tenancy.
It serves as a practical guide, helping tenants understand key processes such as reporting repairs, paying rent, making complaints, and maintaining their home, while promoting successful tenancies and effective communication between tenants and landlords.
Welcome and Introduction
This handbook has been created for Dover District Council (DDC) tenants, whether you’re just moving in or have been a tenant a while. It's a useful guide that outlines your tenancy conditions, information about your rights and responsibilities as a tenant, and our rights and responsibilities as your landlord.
This handbook provides further advice on your Tenancy Agreement (opens in new tab), but it is not a legal document. It gives guidance on how you can make sure you do not break any of the conditions of your tenancy.
This handbook was compiled with the help from the tenants representatives on the Dover District Tenants’ Consultative Group (opens in new tab).
We update both this handbook and tenancy terms and conditions in your Tenancy Agreement from time to time. You should follow the information within the Tenancy Agreement as this will always take priority.
If you have any feedback about this handbook, such as if you've found it useful or if we've missed anything you'd like us to add, please let us know by emailing us on tenantinvolvement@dover.gov.uk (opens in new tab).
It will be useful for you to have the following information readily available:
- your tenancy reference number
- heating type
- stop tap location
- electric meter location
- gas meter location
- electricity consumer unit location
- water meter location (if applicable)
If you are moving into a new build property, please refer to your Home User Guide for specific information about your home including how to report defects within the initial 12 month period.
Your home:
You will be given keys for each of the locks in your home when you sign your new tenancy. If you require additional keys, you will need to arrange and pay for this yourself.
We do not hold any copies or spares of keys. If you lose your keys and are unable to access your property, you must arrange a locksmith to attend at your own cost.
You do not need to tell us if you change your locks, just ensure that when you move out, the correct working keys are handed back.
Shared/communal areas:
Some flats (including independent living) will have shared areas. Where required, you will also be given fobs or ASSA keys for any shared key fob systems or ASSA lock such as entrance doors and communal doors.
If you require additional keys, you will need to arrange and pay for this yourself. Additional ASSA keys and fobs will need to be purchased directly from us. To order these, please contact the property assets team.
- arrange ‘turn on and test’
- if you claim Universal Credit, ensure your address and housing costs are updated correctly
- arrange home contents insurance to insure your possessions once you have moved in
- set up an account with your chosen gas (if applicable) and electricity suppliers
- notify your water suppliers (water and sewerage)
- inform our council tax team of your new address (opens in new tab)
- register or re-register to vote at your new address (opens in new tab)
- update your address with services such as your bank, employer, DWP, doctor, dentist, DVLA, car insurance, etc.
- sign up or move your broadband/telephone supplier and arrange for an engineer visit, if necessary.
- start decorating and arrange floor coverings.
Ask yourself, would you need help with the cost of putting things right after a kitchen fire, a washing machine flood or a break in? It could be expensive to rectify these issues.
Unfortunately, some tenants only realise this after the damage has been done.
We do not insure your home’s contents and belongings, these belong to you and are yours to insure. As stated in your Tenancy Agreement (paragraph 1.1.7), we advise you to obtain suitable contents insurance to cover loss or damage to your personal belongings, furniture and any other items brought into the property. It is solely your responsibility to ensure your belongings are adequately protected throughout the duration of the tenancy
Some providers offer contents insurance with social housing tenants in mind. One of these is Thistle’s My Home (opens in new tab) which is a preferred supplier with the National Housing Federation. We encourage tenants to shop around and get multiple quotes, and we do not recommend any particular supplier.
For all enquiries, including repairs, reporting anti-social behaviour, rent and payment matters, and tenancy issues, please use the link below.
We are open between 9am and 5pm, Monday to Friday (excluding bank holidays) where we will monitor emails, online forms and answer your phone calls.
When the office is closed, our phone lines switch to an out-of-hours service for emergencies. Please do not hesitate to contact us in an emergency.
Over the Christmas period our offices close between Christmas and New Years Day. The exact dates change each year but are advertised on our website.
We run an appointment only face-to-face service from our Whitfield offices at White Cliffs Business Park, Whitfield, Dover, CT16 3PJ from 9am to 4pm.
All our employees and our contractors carry identification which includes a photograph, usually on a lanyard around their neck.
Contractors should be wearing company-identifiable uniform with vehicles bearing the company name. Some of our contractors hire sub-contractors for specialist works.
If you are in any doubt, please contact the property asset team on 01304 801110 who should be able to confirm whether the contractor or sub-contractor is genuine.
- www.dover.gov.uk/myhome (opens in new tab)
- Sign up to Keep me Posted for updates: Keep Me Posted (opens in new tab)
You will hear from us regularly throughout the year, from either your housing officer or visits from our contractors. At the minimum you will receive:
- annual rent notification letter confirming your new rent and service charge amounts
- appointment details of your annual Landlord Gas Safety Record or annual heating service by letter
- fire safety information by letter, email or SMS text.
- electrical safety or planned testing appointment details (EICRs occur every 5 years)
- annual Tenant News, sent to you in the post and by email.
- annual Tenant Satisfaction Measures (TSM) Tenant Survey for you to complete and return. Sent by post, but you may receive reminders by email/SMS and opportunities to complete online
- consultation notices will be sent to you if we are planning to make significant changes to the way in which the service is run. In addition, we will consult with you on a variety of different changes, and you will be given ample opportunity to get involved. We consult with you using letters, emails and SMS text messages, in addition to all consultations being available online.
Our staff deserve to be able to do their jobs without unacceptable behaviour from tenants, leaseholders or visitors.
This includes abusive language, sexual language/conduct, threats, physical violence, online abuse or harassment. Unacceptable behaviour also includes unreasonable or excessive demands, refusal to co-operate, and unreasonable and persistent levels of contact.
We take this type of behaviour seriously and will take action if you show any of these behaviours towards staff or contractors. As this would be a breach of your Tenancy Agreement (paragraph 4.2.6), we may take action against your tenancy or report incidents to the police. You might also be given reduced contact or be added to the staff risk and unacceptable behaviour register.
Tenancy terms and conditions
This handbook is not your Tenancy Agreement or terms and conditions. Your Tenancy Agreement was given to you at the start of your tenancy.
Your Tenancy Agreement is the legal agreement between you and us, Dover District Council. It sets out both parties’ rights and responsibilities. You have been given a signed copy of your Tenancy Agreement, please keep it safe.
If you have lost your signed Tenancy Agreement, you can request a copy however you will be charged a fee for this.
To view your tenancy terms and conditions, you can download this on our website (opens in new tab).
There are two types of tenancy offered by us – an introductory tenancy and a secure tenancy. There is also a third type – called a demoted tenancy – which is created following court proceedings brought against a secure tenant who has breached their tenancy conditions.
We offer both joint and sole tenancies, subject to eligibility. Tenancies are first granted to whoever applies to the council for housing.
Sole tenancies
A sole tenancy is where a single individual signs the Tenancy Agreement and is responsible for ensuring other household members including visitors abide by the Tenancy Agreement. Where there is a breach of the tenancy, the sole tenant is accountable, even if a member of their household or a visitor is responsible.
Joint tenancies
A joint tenancy is where more than one person signs the Tenancy Agreement and have joint responsibility for ensuring they, their household members and visitors abide by the Tenancy Agreement. Where there is a breach of the tenancy, both joint tenants are held accountable.
Each joint tenant has equal rights to the tenancy and are entitled to stay in the property until the tenancy is ended.
We will offer joint tenancies to a maximum of two people, and this will be granted based on the following circumstances where the joint tenants:
- are eligible for housing as defined by legislation; and
- are married or civil partners; or
- live together and the relationship is an ‘established’ one, for example evidence is produced showing they have lived together for at least 12 months prior to the joint application.
A tenant does not have a legal right to be granted a joint tenancy. We will consider these requests on a case-by-case basis at our discretion. These requests are granted very rarely to minimise the risk of tenancy fraud.
We will refuse applications to covert a sole tenancy to a joint tenancy under the following circumstances:
The existing sole tenant:
- has rent arrears
- has breached the terms of their Tenancy Agreement
- owes any other housing debt to the council
The proposed joint tenant:
- owes money to the council
- has been evicted by the council or another landlord for breaching any of the terms of their Tenancy Agreement
- holds a joint tenancy elsewhere
- is subject to immigration control
- there is a valid Notice in place for any breach of the Tenancy Agreement or a County Court Order has been obtained as a result of such a breach
- the tenancy is already a joint tenancy
- the tenancy has been demoted.
- there is evidence that one or both parties do not intend to use the property as their main and principal home.
This list is not exhaustive and all relevant circumstances are considered.
If you are a sole tenant and a partner is pressuring you to convert your tenancy to a joint tenancy (add them to the tenancy), please be aware that if a tenancy is ended by one joint tenant, it ends for both. Your home and secure tenancy could be at risk if this happens.
There is support available for those under coercive controlling behaviour in a relationship, please see the domestic abuse section below.
We will convert a joint tenancy to a sole tenancy upon the death of a joint tenant; this is called a succession and is your legal right for us to complete.
In other cases, we understand that relationships sometimes come to an end and a joint tenant might move out. In these circumstances we are able to convert a joint tenancy to a sole tenancy. We must have signed permission from both parties.
We will always change a joint tenancy into a sole tenancy if instructed to do so by the County Court after a divorce or legal separation.
Please see our Tenancy and Neighbourhood Management Policy
Our housing services team's purpose is to house those in need of accommodation and will only take eviction action if there is a prolonged and/or necessary need to do so. These cases include serious breaches in tenancy terms and conditions and/or serious rent arrears.
If there are any changes in your circumstances which means you will have problems keeping to the terms of your tenancy, you should let us know as soon as possible and we will work with you to help you sustain your tenancy.
Free legal advice is available through the Housing Loss Prevention Service (HLPAS) (opens in new tab) from the moment that you receive a possession notice up to the possession hearing (Stages 1, 2, 3 and 4). A housing law expert may be able to help you prevent the loss of your home. This could include providing advice on issues such as debt and access to housing benefits, helping you to file a defence to your landlord’s claim, or helping you to agree a rent repayment plan with us.
If you have received a notice of seeking possession from us it is our intention to ask you to vacate the property and return the keys to us by the date outlined on the notice. To enforce this, we can only do so by receiving a possession order from the court, the steps for this are outlined below:
- Stage 1: Notice
We will give you a notice setting out our intention to seek possession. The notice will specify a date after which possession proceedings may be commenced. If you receive a notice, contact your housing officer (or rent officer) immediately to see what can be done to stop the process going any further. To reach this stage you will have been in close contact with your housing/income collection officer or your housing/income collection officer will have been making repeated attempts to contact you. We will always attempt to work with you and give you attempts to rectify your breaches in tenancy, unless the matter is deemed so serious as to justify immediate action.
- Stage 2: If you stay in your home after the notice expires
Once the date specified in the notice has passed, we can issue a claim for possession in the local county court. As well as asking the court for a possession order, we will usually ask the court to order that you pay any rent arrears and that you pay the legal costs.
You will be sent a copy of our claim documents, which will set out the legal basis upon which we claim to be entitled to possession, for example arrears of rent. You will also receive information on where to obtain legal advice to help you with your case.
- Stage 3: Before the hearing
You will be notified by the court of the date of the hearing and the court will provide you with any further directions as necessary. Before the hearing, you and your landlord should attempt to reach a settlement, for example agreeing a plan to repay rent arrears. A legal adviser may be able to help you to reach a settlement with your landlord. Your landlord should inform the court if a settlement has been reached and a hearing is no longer required.
Free legal advice is available through the Housing Loss Prevention Advice Service (opens in new tab).
We will inform the court if a settlement has been reached and a hearing is no longer required.
- Stage 4: The possession hearing
If a settlement cannot be agreed, there will be a possession hearing, at which a judge will decide whether to make a possession order.
- Stage 5: Warrant of possession and bailiffs
If an outright possession order is granted at the hearing and you do not leave your home within the time limit provided, we can apply for a Warrant of Possession. We can also apply for a Warrant of Possession if a suspended possession order was granted at the hearing and you do not keep to its terms. In most cases, you will be given at least 14 days’ notice of the date of the eviction appointment.
A Warrant of Possession is a document issued by the county court which allows a county court bailiff to enter your home, evict you from the property and return it to us.
Government funded legal advice will still be available. You can have a discussion with an adviser to find out about the support available to you by contacting Civil Legal Advice (CLA): www.gov.uk/civil-legal-advice (opens in new tab)
CLA may be able to put you in touch with a solicitor, local law centre or advice agency that can help you.
Alternatively, you can contact a housing expert directly. You can find a list of housing solicitors by typing in your postcode and ticking the box ‘Housing’ at: Find a legal aid adviser (opens in new tab).
Further reading
Possession and eviction - Shelter England (opens in new tab)
If you’re being evicted by the council or housing association - Citizens Advice (opens in new tab)
Your housing officer will visit you on a number of occasions following your sign up.
Introductory tenants will be visited at approximately 6 weeks and then 9 months following the commencement of your tenancy. These will be arranged at a time and day that suits you. This helps us ensure you are managing your tenancy and helps identify any issues early on. It is important to keep to these visits as failure to do so could see your introductory tenancy extended.
A secure tenant would only be visited at 6 weeks following the commencement of the tenancy to review whether there are any issues, unless moving into a new build property.
We might also need to visit for a tenancy audit, or if any concerns or issues have been raised by contractors, neighbours or other DDC staff.
When we have concerns about welfare, we may attend your property with other services such as ambulance, police or social services.
Your Tenancy Agreement requires that you allow us access to your home. We will always request access at reasonable times and aim to arrange visits at times that are convenient to you. If you are unable to provide access due to commitments such as work, we will work with you in the first instance to agree on a suitable alternative time.
We will investigate all reports of tenancy fraud.
It is important that fraudsters do not use up valuable housing spaces which deprive those in greater need. Housing fraud includes a number of different fraudulent activities.
We might need to visit to conduct a tenancy audit to check that all is well, to signpost you to any support you might need and to check that you’re still living in the property to identify potential tenancy fraud. These are pre-planned and arranged at a time that suits you.
We have committed to undertake a five-year rolling programme of tenancy audits. This is in addition to targeting areas where we believe fraud might be more prevalent, in order to verify the identities of tenants living in those properties.
Housing officers will complete a tenancy audit form during visits to all new tenancies and on all flexible tenancy review meetings. This is to ensure that members of the household listed on the application have moved in or remain in the property prior to a new tenancy being offered. You will be asked to provide photographic identification as part of these checks.
If you want to run a business or non-profit from your council home, you must first obtain written consent from us.
In considering your request we will want to be satisfied this will not cause inconvenience, nuisance or annoyance to neighbours, or whether damage will occur to your property. Even without concern you may need satisfy planning regulations.
Below are some examples of businesses we will not allow you to run from your home:
- a vehicle maintenance business
- a printing business
- any business where you must use hydraulic equipment, industrial machinery or chemicals
- a shop or wholesale business where customers would have to visit your property
- any business that would mean business vehicles would be parked at your property or in the area near your property. For example, if you wanted to run a vehicle-hire company, delivery business or taxi business
- an animal breeding business
- a haulage or lorry business
This is not an exhaustive list and each business will be considered on a case by case basis.
We will consider your property type when determining permission and we are less likely to grant permission if you are in a flat or have shared communal internal or external spaces.
We will remove permission if it starts to cause a nuisance to neighbours or causing damage to the property.
To request permission, you must contact the housing team.
Succession is the legal term for when a tenancy is passed on to someone else after a tenant dies. There can only be one legal succession, meaning that the tenancy can pass to one person after the tenant dies.
Assignment is a way that tenants can transfer their tenancy to another person. On assigning your tenancy to someone else, you will no longer be a tenant and the assignee will become the tenant.
You must seek the permission of our housing services team and we will consider all circumstances and advise whether an assignment can go ahead. The person you wish to assign the tenancy to must have lived at the property for more than 12 months. For further details contact your housing officer.
To end your tenancy, you must give four full weeks' notice in writing, starting from a Monday.
You do not need to let us know if you’re going on a short holiday.
You must tell us if you are going to be away from the property for more than 28 days and notify us in writing of the dates of your absence and the name and contact details of a nominated key holder in case of emergencies. If you are claiming help to pay your rent, you must ensure that you comply with benefit rules during the period you are away.
If you do not notify us that you will be away for more than 28 days, we may treat this as abandonment and may start proceedings to end your tenancy and repossess your home.
Equally, if you do not notify us that you will be away for more than 28 days and another person is residing in the home that is not on the Tenancy Agreement, we may investigate this as tenancy fraud.
We understand that there may be times when you’re away from your home for an extended period due to illness or a stay in hospital. To help us support you and manage your tenancy appropriately, please let us know as soon as possible if you’re likely to be away for this reason.
If you’re unable to contact us directly, we kindly ask that a next of kin listed on your records gets in touch on your behalf. This helps us avoid any misunderstandings and ensures your home remains secure and your tenancy is protected during your absence.
To ensure that your home stays in good condition, we advise that you arrange for a friend or family member to check in periodically to see that all is well. Please keep your home secure to prevent unwanted access and ensure any pets are taken care of during this period. We also expect you to keep your home ventilated and heated to a temperature that doesn’t encourage damp and mould to form, which we recommend is 17°C.
If you’re away from the home for long periods of time in cold weather, please turn off the water at the mains to prevent frozen pipes and water leaks.
We have a responsibility to ensure that homes are appropriate for the needs of those living in them, which includes if homes are under-occupied or over-occupied.
Overcrowding happens when a home is over-occupied and there is a larger number of residents inside the home than what is suitable.
You are responsible for the behaviour of any visitors and/or members of your household, this includes lodgers. If there is found to be persistent and concerning issues caused by them, it is your tenancy at risk.
The Right to Buy scheme allows most council tenants to buy their council home.
You can normally buy your council home if:
- it’s your only or main home
- it’s self-contained
- you’re a secure tenant
- you’ve had a public sector landlord (for example, a council or housing association) for three years – this does not need to be three years in a row.
Find out more about Right to Buy (opens in new tab)
If you’d like to discuss purchasing your council home, please contact our homeownership team on homeownership@dover.gov.uk (opens in new tab) or call 01304 801084.
There are a number of ways you can move home, these include:
- applying to transfer to another local authority or housing association home, by registering to bid on Kent Home Choice
- mutual exchange
- management move – in exceptional circumstances
- moving to a privately rented property
- purchasing a home (for example shared ownership, first homes, open market)
Applying for a transfer
You can apply to your local council for a transfer if you have a housing need, this could include:
- your family has grown, and your home is now overcrowded
- you are under-occupying your home, and you can no longer afford the rent
- your current home isn’t suited to your needs e.g. you have a disability
- your home is now too big for your household.
You must be a secure tenant before you can transfer.
Introductory tenants can register a transfer application but will not be considered for a move to alternative housing until their tenancy is made secure.
Your request for a transfer may be refused if you owe rent, your existing property is not in a good state of repair or you are guilty of a serious breach of your tenancy conditions.
Deciding to rent privately
If you can afford to, private renting can provide more choice and flexibility than social housing. It also frees up social housing for those who cannot afford to rent privately.
If you are moving to private accommodation, you will need to:
- terminate your tenancy in writing, giving at least four full weeks' of notice
- complete a Tenancy Termination Notice form
- follow our moving out checklist (opens in new tab) which explains what you need to do and how to arrange your pre-termination visit.
It’s important to be aware:
- market rent is more expensive than social or affordable rent, and you will need to pay a deposit, a month’s rent in advance and there might be agent fees
- your rights and services you receive from a private landlord will be different
- you will receive an assured periodic tenancy and not a secure tenancy
Purchasing a home
If you are in a position to do so, purchasing a home can offer benefits including greater choice, building equity (as once a mortgage is paid off there are no monthly payments), greater personalisation, stability and security and providing future generations the opportunity to retain your family home. There are also risks of home ownership, which include being responsible for repairs, maintenance and upkeep of the property. You may also be at risk of losing your home if you do not keep up with mortgage repayments.
To purchase a home, you must understand your financial position, including a saved deposit, your credit score and repayment affordability. It would be beneficial to speak to a mortgage advisor, or a bank/building society who can tell you how much you could afford.
You might want to consider low-cost home-ownership options, including:
We may have low-cost home ownership opportunities and we welcome applications from current tenants as well as the general population.
You can swap your home with another tenant living in a council or housing association property anywhere in the country.
Be aware:
- It can take up to 42 days for a decision to be given for a mutual exchange from the time all parties submit their paperwork.
- You can’t mutually exchange in the introductory period of your tenancy.
- Not all housing association tenants are eligible for exchange.
- If you or the person you are swapping with has a flexible tenancy - make sure to get some advice from your landlord on what this might mean in the future.
We operate a Tenant Incentive Scheme to encourage people to move from family sized homes to smaller, non-family housing, or if a tenant is occupying fully adapted wheelchair accessible accommodation and no longer needs these facilities.
To assist with removal costs and other expenses we offer a £1,000 payment plus an additional £1,000 for each bedroom that you give up.
Your rent
For a safe, hassle-free way to pay your rent we recommend direct debit as a preferred payment method.
Direct Debit is the safest and easiest way to pay your rent. We offer four payment dates 7th, 15th, 21st and 28th of each month.
You can also set up a standing order with your bank account, you can easily do this using your online banking app or website. You must adjust this every year in line with rent increases as it does not automatically update unlike a direct debit.
There are other ways you can pay your rent if you prefer.
Your home is at risk if you do not keep up with your rent payments. Your rent payment is a priority and is due every Monday. If you don’t pay your rent on time your account will be in arrears, and we will take action to recover the arrears. If you find yourself in this position, always contact us.
As your landlord, we have a duty to make sure all rent is paid up to date. This is because the rent that is paid by tenants goes towards the upkeep of council housing and providing services to tenants.
We aim to:
- assist you if you get into arrears, by setting realistic repayment arrangements to clear your debt
- prevent you from getting further into arrears, by contacting you before your debt becomes high
- taking firm action against tenants who, despite our help, fail to pay their rent.
If your rent is not paid, the money owed is called rent arrears. Rent arears are a serious problem and can lead to you losing your home. To prevent you getting into arrears we will:
- contact you to let you know that you are in arrears and ask you to contact us
- we will always try to reach an agreement an affordable repayment plan to clear the arrears.
- if you make an agreement to clear your arrears, you must keep to it or let us know about any problems you are having.
- if you do not clear your debts or keep to an agreement to repay what you owe, we may take court action to recover what you owe
- if we take you to court, you may find that the court order affects your credit rating and you could lose your home. You may also have to pay any court costs
- if you have applied for housing benefit, we will only stop arrears action if you have supplied all the information needed by the benefits team to deal with your claim.
Please don’t ignore the letters, calls or text messages we send you. Our priority is to keep you feeling safe and secure in your home. If you are experiencing financial difficulties, the sooner you contact us, the faster we can help you. Please let us know straight away if you are struggling to pay your rent, we are here to help you.
You can contact us online using our Council Tenant Enquiry Form (opens in new tab), by phone on 01304 801084 or you can write to us at:
Housing Team, Council Offices, White Cliffs Business Park, Whitfield, Dover, CT16 3PJ
If you haven’t heard from our rent department you can be assured that you’re likely up to date with your rent payments.
You can call our team to speak to your income recovery officer, and they can give you advice about your rent account, payments, direct debits/standing orders and benefits.
We do not routinely print and mail rent statements as the vast majority of our tenants pay their rent on time and feel the paper/postage cost incurred is unnecessary.
Rent statements will be issued to you at the appropriate stage during the arrears/court process.
Years with 53 weeks occur approximately once every 5-6 years due to the Gregorian calendar system. This happens when the 1st of January falls on a Thursday or in leap years when it falls on a Wednesday, creating a leap week at the end of the year.
Rent is charged every Monday and a 53 week year creates an additional Monday.
As we charge rent weekly, the 53 week years will be charged for all 53 weeks that the property is tenanted. Those with fixed monthly income and not on housing benefit, might find it more difficult to afford the additional week so we encourage tenants to plan for the payment of an additional week.
For those who claim Universal Credit, the Department for Work and Pensions (DWP) do not change the way they calculate your rent for a 53-week year. This means that they won’t pay for the 53rd week and you will need to pay for the additional week yourself by increasing your payments using this calculation: Weekly rent amount x 53 weeks divided by 12 = monthly rent payment.
Those who claim housing benefit will not need to do anything as the housing benefit will cover the extra week that is charged. However, if you do not receive full housing benefit, you will need to ensure that the shortfall is paid for the 53rd week.
If you pay your rent every 4 weeks, you will need to ensure that the extra week is covered in your 4-weekly payment. To calculate how much rent you should be paying, multiply your weekly rent amount by 53 and then divide it by 13.
The next years with 53 weeks are:
- 2030/31
- 2035/36
We offer two types of rent, both are subsidised and below the value of private rented. Typically, social rent is set around 50% of the local market rent and calculated using a standard government formula, while affordable rent is set at up to 80% of the local market rent.
Our HRA Rent Setting Policy sets out how we set the amount of rent that is charged. All our rents are set in accordance with Government rent setting policies.
To help calculate social rent, we use formula rent and ‘Local Housing Allowance’ (LHA) rate set by the Valuation Office Agency (VOA), an executive agency sponsored by HM Revenue & Customs. LHA rates are different across areas and boundaries do not follow local authority borders which means within the Dover district area, properties nearer to Canterbury (such as Ash, Aylesham, Staple, Preston, Wingham, and others) are Canterbury rates with the rest of the district being Dover/Shepway rates. You can check the LHA rate in your area by visiting the VOA website: https://lha-direct.voa.gov.uk/search.aspx (opens in new tab).
Rent may be increased annually. You will receive a Rent Variation Notice each February/March to outline any changes in rent.
Please refer to our HRA Rent Setting Policy (opens in new tab) for detailed information on how we determine rent prices.
If you claim Universal Credit, it is your responsibility to update your rent with Universal Credit on your journal or calling them if you have a telephone claim.
Some tenants pay different rents for the same property, due to when their tenancy started. This makes the system unfair, particularly when you may be paying more than your neighbour, for the same size and type of property.
Rent convergence is a process that we can use to gradually align rent charged for similar properties across different areas and tenancies. The goal is to make rent fair and consistent, so that tenants in similar homes pay similar amounts regardless of when they moved into their home.
What this might mean for you is:
- your rent may increase slightly more each year as part of the convergence process
- these changes are small and follow government guidelines to keep rents affordable
- you’ll always be notified in advance of any rent changes, with a clear explanation.
Rent convergence helps create a fairer system for everyone living in social housing. If you have concerns about rent changes or need support, please speak to us.
Service charges are additional fees that tenants must pay on top of the rent element to cover the cost of various services and maintenance for shared areas and facilities (generally in flats).
Service charges can include costs for cleaning, maintenance, utilities and facilities such as bin chutes, entry systems and lifts. If you’d like to see a breakdown of your service charge, please contact the rent team.
Your service charge will be collected with your rent and detailed in your Rent Variation Notice Letter, sent to you each year.
Former tenant arrears are a debt of unpaid rent or charges remaining on a rent account, including garage and court cost accounts, when a tenancy (or a similar agreement) has been ended.
When you end your tenancy, you should ensure that your rent/garage/court costs account is cleared otherwise we, or our recover agents, will contact you to recover the debt.
Having outstanding former tenancy arrears may prevent you from being able to join the council’s housing register and affect any housing references that we are asked to provide.
Having any arrears with us will also prevent you from buying your home through the Right to Buy scheme, and from buying affordable housing properties through us such as shared ownership properties.
You can pay your former tenancy arrears by credit or debit card and quoting your 14 digit payment reference number.
We aim to:
- assist tenants who get into arrears by setting realistic repayment arrangements to clear their debt
- prevent tenants from getting further into arrears, by contacting them before their debt becomes high
- take firm action against tenants who, despite our help, fail to pay their rent
- if you have applied for housing benefit, we will only stop arrears action if you have supplied all the information needed by the benefits team to deal with your claim.
Read more on our what happens if you don't pay you rent page (opens in new tab)
We have two dedicated benefit and money advisors employed especially to help and signpost tenants regarding their benefits, including claiming for housing costs. Our specialist will be able to advise you on claiming housing costs and maximising your income and, where appropriate, refer you to other agencies who may be able to help.
If you are worried about keeping up with your rent repayments, there are a lot of organisations who can offer free and impartial advice:
- A good place to start to help if you begin to struggle is the Citizens Advice website (opens in new tab)
- Kent Money Advice is a scheme operated by Citizens Advice and is supporting people living in Kent who are struggling financially or need support to manage the rising cost of living through its new Money Advice Hub (opens in new tab). The service is free to use.
- Household Support Fund – We have received funding from Kent County Council to support households who would otherwise struggle to buy food or pay essential living costs or housing costs this winter as the economy recovers.
- The Step Change Debt Charity (opens in new tab) offers a range of debt solutions.
- The National Debtline (opens in new tab) offer free, independent advice.
- Kent Savers – you can call them Mon-Fri 9am-5pm on 0333 321 9050 or 0300 456 9990 from 5pm to 8pm, and weekends from 8am to 8pm.
- Money Advice Service: - visit moneyadviceservice.org.uk (opens in new tab)or call 0300 500 5000
- Loansharks Advice – visit www.direct.gov.uk/stoploansharks (opens in new tab)
Universal Credit (UC) is a benefit which can include an amount called a ‘housing element’ to help cover your rent.
Some people cannot claim Universal Credit. If you are in one of the groups below and need help with your rent, you can apply for housing benefit.
- You are of pensionable age
- You live in special exempt or temporary accommodation
If you are making a new claim for UC you will need to manage your UC claim online and you will be expected to report changes, find support and contact your work coach through your online account.
It is important that once you have made you claim for UC that you check your journal on a regular basis, to ensure that any information requests are dealt with to avoid delays in payment, or your claim being terminated.
Living in your home
Condition of your property
You are responsible for some minor repairs and maintenance to your home. This includes keeping your home in a good and clean condition. You are also responsible for decorating inside your home and keeping it in a good decorative state.
We don’t expect tenants to live in a show home, but we expect tenants to keep their homes clean, safe and in reasonable condition, showing respect for the property and their neighbours.
We love seeing tenants enjoy their outdoor spaces. Gardens not only enhance relaxation and wellbeing but also provide areas for outdoor activities, entertaining and children's play.
To encourage beautiful gardens, we run a garden competition each year.
While we encourage tenants to enjoy their outside space, it is your responsibility as a tenant to keep your property and garden, patio or outside space (if applicable) in a good condition, clean, tidy and free from waste and vermin. Failure to properly maintain your property or garden is a breach of your Tenancy Agreement and may result in us asking you to move to a property without a garden, patio or outside space.
If your garden is not maintained or cut back when you move out, we will recharge you for the cost to clear the garden for the next tenant.
Tree Preservation Order (TPO) and trees in conservation areas
A Tree Preservation Order (TPO) is a legal protection placed on specific trees by DDC. It’s designed to preserve trees that have significant environmental, aesthetic and historical value. If a tree in your garden is protected by a TPO we will inform you directly.
If you want to cut down, cut back, top, lop or remove a tree in a conservation area, you usually must tell us first, even if it does not have a TPO.
A fence around your garden is used to define the boundary of your property as well as provide privacy and safety for you and your family. As standard, DDC will provide basic chain link fencing to provide a boundary marker and security to your garden. If you would like 6ft wooden panel fencing or similar, it is up to you to gain permission and pay for this.
Some of our homes and communal areas have access to a loft or attic space.
You must not access or use this space unless you have our written permission to do so.
To access or use the space without permission is a breach of your Tenancy Agreement and can result in enforcement action.
To request permission, you must complete this form: <insert link to Microsoft form>
If we grant permission, you must abide by the terms and conditions of the permission.
We do not board loft spaces and if permission is granted to access the loft, boarding is tenants’ responsibility and as it is a property alteration, would require permission. If you are thinking of boarding out the loft space in your house, you must contact us first and apply for permission.
We will not give permission to use the loft space as accommodation or a living area.
We do not provide loft-ladders or any means of access to the loft and so we will not be liable for any damage or injury to any person or property caused by accessing or exiting a loft.
If you want to run a business from your council home, you must first obtain written consent from us.
In considering your request we will want to be satisfied this will not cause inconvenience, nuisance or annoyance to neighbours, or whether damage will occur to your property. Even without concern you may need satisfy planning regulations.
Below are some examples of businesses we will not allow you to run from your home:
- a vehicle maintenance business
- a printing business
- any business where you must use hydraulic equipment, industrial machinery or chemicals
- a shop or wholesale business where customers would have to visit your property
- any business that would mean business vehicles would be parked at your property or in the area near your property. For example, if you wanted to run a vehicle-hire company, delivery business or taxi business
- an animal breeding business
- a haulage or lorry business
This is not an exhaustive list and each business will be considered on a case by case basis.
We will consider your property type when determining permission and we are less likely to grant permission if you are in a flat or have shared communal internal or external spaces.
We will remove permission if it starts to cause a nuisance to neighbours or causing damage to the property.
To request permission, you must complete this form: <insert link to Microsoft form>
Hoarding is a behaviour where someone collects and keeps a large number of items, often in a chaotic manner, to the point where it affects their daily life and living conditions.
Hoarding is recognised as a mental health condition which can lead to cluttered living spaces, making it difficult to use rooms for their intended purposes. This can affect the tenant's quality of life and pose serious safety risks to themselves and others around them, this includes a much higher risk of fire.
We will get involved if hoarding causes significant risk, this might include scheduling regular visits or referring you to other agencies and other methods.
Hoarding can make it hard for us to maintain properties, conduct safety checks and ensure the wellbeing of our tenants.
If you or someone you know is struggling with hoarding, it's important to seek support from mental health professionals or a GP.
You can self-assess your hoarding using the clutter image rating, this will also be helpful if you’re supporting a friend or family member: Hoarding - clutter rating (opens in new tab)
For further information please visit Hoarding UK (opens in new tab) or NHS – Hoarding Disorder (opens in new tab).
It is your responsibility to discourage pests. For example, make sure you:
- cover your bins
- do not leave food or rubbish out
- use flea treatment on your pets.
Find our more about dealing with pests and vermin (opens in new tab)
Anti-social behaviour (ASB) can cover a range of behaviours that can have a detrimental impact on those around you and within your community.
If anti-social behaviour puts you, your family, or your property in immediate danger, you should contact the police on 999.
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 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.
If you believe you have been victim of a hate crime, you should report this to the police on 999.
If you inform us that you have been a victim of a hate crime, we will update our records and help signpost you to support and advice services. A list of these is also available on our website.
Hate crime is treated as a category A incident and we will respond to in two working days.
Domestic abuse (DA) is defined as abusive behaviour of one person towards another, when the persons are personally connected to each other, and are each aged over 16 years old. The term “abuse” consists of the following:
- Physical or sexual abuse
- Violent or threatening behaviour
- Controlling or coercive behaviour
- Economic abuse
- Psychological, emotional or other abuse.
This definition includes children if they see, hear or experience the effects of domestic abuse.
How we will respond to DA cases:
- We will listen attentively and objectively
- We will understand how the victim/survivor wishes to proceed and inform how we can support them
- We will share information about specialist DA services and offer a referral where there appears to be additional support needs.
- Record all discussions and actions clearly and in accordance with the Data Protection Act.
We can help you to move home or make your home more secure if you are experiencing or have experienced domestic abuse, please contact your Housing Officer, call 01304 801084, email housing@dover.gov.uk (opens in new tab) or visit the Council Offices. Please choose whatever method is safest for you and any dependants. Your first point of contact should always be the Police.
If you are a victim of domestic abuse or know someone that needs help or advice, please call the 24 hr Domestic Violence Helpline on 0844 8044999.
Domestic abuse support agencies can help you to safety plan and provide support, Oasis is our local provider. Call their helpline on 0800 917 9948 for non-emergency support (their helpline is open on Monday, Tuesday, Wednesday 09:30–11:30am, 12:30–2:30pm and Thursday and Friday 09:30–11:30am (except bank holidays)).
More services can be found here: Get support near you - Kent & Medway Domestic Abuse Partnership (opens in new tab)
If you suspect domestic abuse is happening in one of our properties, for example, to a neighbour, you can also contact us but please also report to the police.
Please see our Domestic Abuse (Housing) Policy for more information.
We recognise that pets and animals can be an important part of family life, providing companionship and supporting health and wellbeing.
We support responsible pet ownership, but we must also ensure that pets and animals are kept in homes that are suitable for their welfare and safety. We also need to consider neighbours and people who share communal spaces, as pets and animals can sometimes cause noise, nuisance or other issues.
You do not need permission to install domestic CCTV cameras such as Ring doorbells however if the installation alters the property, then you must request permission in accordance with your Tenancy Agreement.
It is important to note that if CCTV captures someone else's property, a public area or communal space, then data protection law applies. This is because CCTV can capture images and voices of other people, and this counts as their personal information. It is your responsibility to adhere to data protection laws.
Tenants should follow these rules when recording CCTV footage:
- aim cameras only at your own home and private area wherever possible
- position cameras carefully to minimise recording neighbours, shared areas or public spaces.
- let people know you are recording by putting up a clear notice and informing neighbours if relevant
- use CCTV only for home security purposes, such as protecting your property or preventing crime
- keep CCTV recordings secure and limit who can access them
- delete footage when it is no longer needed
- check your camera positions and settings regularly to ensure they still respect others’ privacy
- share CCTV footage only with the police when required as part of an investigation
- do not ignore requests from people asking about footage that includes them where data protection rules apply.
If you are concerned about a neighbour’s CCTV system, you can find guidance here: Home CCTV systems | ICO (opens in new tab)
Estate services
We are responsible for making sure that the areas on the estates which are owned and managed by us are well maintained, following good horticultural practice and are not causing a risk to yourselves and the public. Our parks and open spaces team oversees and undertakes this work, which includes:
- regular maintenance of grass, planted areas and hedges
- routine maintenance tasks such as leaf clearing and pruning
- maintenance and surveying of trees
- the supply and planting of new and replacement shrubs, hedges and bulbs, where applicable.
Report an issue to parks and open spaces. (opens in new tab)
Residents are required to maintain their own individual gardens and outside spaces.
If you would like to report any issues or concerns with the grounds maintenance in your area, please contact us and provide photos where appropriate as this can help us deal with the matter quicker.
Residents are given the opportunity to scrutinise estate services in Estate Walkabouts (opens in new tab) and on formal resident groups. Please see our Get Involved (opens in new tab) section for more information.
We are responsible for making sure that the internal common parts of buildings and external common areas of estates are kept clean and tidy to residents’ satisfaction and that cleaning is carried out in a safe and efficient manner. The service comprises:
- regular cleaning of internal areas
- regular cleaning of external areas to include litter picking of grassed and landscaped areas
- various other tasks such as stripping, polishing and buffing of floors and the cleaning of the bin chute rooms
- annual cleaning of windows in common parts, although the regularity may vary from block to block depending on the wishes of residents.
Across the district, most tenants will experience ample parking which is safe and accessible to the properties they serve, due to the majority of housing being built after the introduction of cars.
Issues may arise from time to time when the demand for parking is higher than the supply, which can be more common when households have multiple vehicles.
We expect tenants to park considerately and to not cause a nuisance to neighbours or an obstruction to emergency services and refuse collection vehicles. Tenants must adhere to the highway code, including not parking on double yellow lines, on/over pavements and on junctions.
You must ensure that your vehicle is taxed and any vehicles which are SORN must not be parked on council land, as stated in section 3.9.3 of your Tenancy Agreement (opens in new tab).
Vehicles cannot be kept in front gardens unless you have a driveway with a lowered kerb and a hard standing for your vehicle. This is subject to approval by our housing services team and Kent County Council. You must approach the housing team for approval in the first instance and then secure planning permission.
Our housing car parks are not permit controlled and there are no designated parking spaces, unless in specific new-build properties.
There are different parking control schemes across the district, largely in town centre locations. It is your responsibility to ensure you and your visitors follow the rules relevant to your area.
All tenants are invited to attend an annual estate walkabout in their area, held once a year between April and September. All walkabouts are advertised online by March.
Repairs and maintenance
It is important that you report a repair as soon as possible so that this can be investigated by a member of staff or one of our contractors, and the issue resolved.
We are committed to making sure our residents live in well maintained, warm and secure homes. Sometimes how we define your repair may be based on the type of repair needed or what your personal needs may be.
If major works are required and you are unable to reside in your property whilst these go ahead, you might need to temporarily move from your property. Please see our section on temporary moves.
Damp and mould can affect your health and damage your home if not dealt with promptly. Damp is caused by excess moisture, which can come from condensation, leaks or poor ventilation. Mould often appears as black spots on walls, ceilings, or around windows and thrives in damp condition.
As a local authority, we must have a right to repair scheme in place for secure, flexible and introductory tenants to use. The type of repairs covered under this scheme are called qualifying repairs. Find out more following the links below.
If our contractors don't do the work in the specified time, you can ask them to hire someone else. If the repairs still aren't done, you may be able to claim compensation. This will be £10 plus £2 for every day the work is over the time limit, up to a maximum of £50.
If you have any rent arrears or owe us any other costs, we can use the compensation to reduce the arrears rather than paying you the money.
Our repair contractors deal with a wide range of household repairs, but some repairs may be your responsibility to fix. It is also your responsibility to report any repairs to our contractors in a timely manner to avoid further damage.
To help, we have outlined some of the main repairs that are your responsibility based on where you live. You can see these by following the link below.
Many parts of maintaining your home are tenants’ responsibility. While repairs and maintenance are an important part of your tenancy, it is also important that your home is kept to a good standard of cleanliness and tidiness. This is to ensure that work can be carried out to the property and helps ensure that it is safe for you to live in and doesn’t attract damp, mould and pests.
You must not damage or vandalise your property in any way. If your home is vandalised or not kept to an acceptable standard, you may be in breach of your tenancy conditions and action may be taken against your tenancy.
If you are unable to manage your property you need to contact your housing officer straight away so they can discuss options with you and make referrals for support.
We are responsible for the structural integrity of the property’s drainage system. This includes:
- fixing leaks and damaged pipes - any pipework that is cracked, leaking, or deteriorating must be repaired
- external drainage issues - any blockages in external drains, gutters, or downpipes are typically the landlord’s responsibility
- major repairs - if tree roots, collapsed pipes, or underground issues cause drainage problems, the landlord must resolve them
- regular maintenance - arranging periodic checks and gutter cleaning to prevent damage from leaves and debris.
Tenants are responsible for keeping pipes and drains free from blockages caused by improper use. This includes:
- prevent blockages – do not flush wet wipes, sanitary products, or grease down toilets and sinks.
- regular cleaning – clear hair and food waste from plugholes to prevent slow drainage.
- reporting issues to us promptly – if the drain remains blocked, tenants should report the problem immediately.
Top tips:
Preventing drain and pipework issues
- use drain covers to catch food waste and hair.
- never pour grease or oil down sinks – dispose of it properly.
- flush only toilet paper – never flush wipes, cotton buds, or sanitary products.
- clean gutters regularly to prevent water damage.
- report small leaks early before they become serious problems.
If you notice slow drainage or a minor blockage, follow these steps:
Step 1: try to clear the blockage yourself
- use a plunger - effective for sinks, showers, and toilets.
- use shop bought drain unblockers
- use hot water and baking soda which is a natural remedy to break down grease and soap build-up.
- remove visible debris - clear hair and food waste from plugholes.
- DO NOT remove or dismantle any pipes - this can break seals and cause leaks, resulting in expensive damage.
Step 2: if the problem persists, report the issue to us
- we will organise a maintenance officer or one of our contractors to visit your home to inspect.
Keeping your home clean and tidy is beneficial to your emotional wellbeing as well as upholding health and safety by preventing risks such as fires or slips and trips. It also helps you to adhere to your Tenancy Agreement as a clean and tidy home means you are less likely to be responsible for damage or deterioration to the property. If your tenancy ends, the property must be left in a clean and tidy condition.
We understand that keeping your home clean and tidy might be difficult for some people with mobility issues, mental health needs, or those with busy lives including work commitments. Please see the hoarding section if you think you might need support.
Below are some tips on how to keep your home clean and tidy:
- clean and tidy as you go, for example in meal preparation
- wash up or load the dishwasher after meals
- empty household waste regularly
- declutter: donate to a charity shop or correctly dispose of items you no longer use
- keep corridors and landings clear; hang up coats and put shoes out the way
- use storage solutions: keep items organised in storage boxes or cabinets to minimise clutter
- create a weekly, monthly and yearly list of chores to help you keep on top of what needs to be done
- hire a cleaner if necessary (please be considerate of your safety and look for cleaners with references/DBS checked).
You do not need our permission for internal decorations, this includes:
- painting and wallpapering
- carpets and floor coverings
- lamp shades, curtain rails, hanging pictures and shelves
- soft furnishings
This can help you to make your home your own based on your preferences.
You must maintain the internal decoration to a reasonable standard, this includes general cleaning, keeping the property well ventilated, preventing damage to the property’s structure, fixtures and fittings, and reporting issues promptly to us which you cannot fix or are our responsibility.
Floor Coverings
When a property becomes empty, we carry out essential works to ensure it meets our 'lettable standard'. This means the home will be:
- clean and cleared of the previous tenant’s belongings
- safe and fit to live in
- free from major hazards or risks
However, this standard does not include providing carpets or decorative floor coverings.
In most cases carpets are not provided in living rooms, bedrooms, or hallways and existing carpets are usually removed when a tenancy ends. The new tenant is responsible for supplying and fitting their own flooring
This means you may find bare floorboards, concrete floors or basic subfloor surfaces.
We will normally ensure that kitchens and bathrooms have appropriate hard flooring (such as vinyl) where required for safety and hygiene, and to ensure an appropriate level of water proofing for everyday usage.
Floors will be checked to ensure they are safe and structurally sound and any hazards such as loose boards or unsafe surfaces are addressed before you move in.
In addition to our own standards, national standards require us to provide a property that is safe and suitable, but they do not require the installation of carpets or soft flooring.
As a tenant, you are responsible for:
- purchasing and installing carpets or other floor coverings
- maintaining any flooring you install
- seeking permission if you plan significant alterations
If you do find floor coverings in your home when you move in, this may be because we have assessed that the previous tenant’s flooring has been left in good and safe condition, or flooring has been provided in new build properties as part of an agreement with the developer or contractor. In these circumstances:
- the flooring is considered a gift to the incoming tenant
- we will not be responsible for maintenance, repair, or replacement
- the responsibility for upkeep rests fully with you as the tenant
We encourage residents to install floor coverings as part of your chance to live comfortably and making your home your own, but we understand the cost can be prohibitive. If you need any support or guidance, please speak to your housing officer (support) or benefit and money advisor, who might be able to help. We also encourage shopping around, as some carpet companies have off-cuts or cheaper options for those on a budget.
Section 3.14 of our Tenancy Agreement outlines where permission is required and the exclusions which apply. The following requires permission:
- running a business or non-profit from your home
- mutual exchange (opens in new tab)
- subletting or taking in a lodger (opens in new tab)
- keeping an animal or pet in your home (opens in new tab)
- making improvements or alterations to the property (opens in new tab)
- to erect a greenhouse, garage, shed, fishpond, swimming pool or hard-standing hot-tub in your garden or balcony.
- to remove, alter, install or replace any hedge, fence, wall or the boundary of the property (opens in new tab)
- to plant or remove any trees that are within the boundary of your home.
- to alter any external shared gardens or areas.
- to store or charge any battery, petrol or diesel operated vehicles, including mobility scooters and e-bikes, or machinery.
For permissions that affect building, structure or any utilities, please contact the property assets team. If the permission is to do with the way you use your home, such as running a business, lodgers, keeping pets etc, then please contact the housing team.
We allocate homes to make best use of our housing stock but where there is not a readily available property which meets a disabled tenants or household members needs or they become disabled or their needs change, we can adapt the property to meet a purpose such as being able to access the bathroom or bedroom.
Planned and major works are types of work that are required to a property for several reasons. These include replacement of ‘component’ parts of the property including kitchens, bathroom, roofs, windows, doors etc that have reached the end of their expected lifespan or require numerous and/or frequent repairs.
It therefore becomes more economical to replace the part rather than constantly repair it and by doing this not only improves the condition of the property but also reduces the number of responsive repairs required.
To ensure our planned maintenance programme is accurate, we must understand the condition of each council property. To do this we undertake stock condition surveys.
A stock condition survey is a visual inspection of the inside and outside of your home and takes around an hour to complete. The surveyor collects information on the condition of your home, looking specifically at two areas:
- Stock condition – the surveyor will assess the age and condition of major elements in your home such as the kitchen, bathroom, windows, and doors.
- Energy survey – the surveyor will carry out an energy survey, collecting information on features which allow us to calculate how energy efficient your home is.
This survey does not collect information on any outstanding repairs to your home. Please ensure you report repairs through the correct channels.
Your home will have one of these five types of heating; a gas boiler, a oil boiler, a communal boiler, electric storage heaters or a heat pump. In most cases, you will have radiators which provide a consistent and comfortable temperature in your home.
Your heating will be checked and serviced each year, but we do expect you to let us know if your heating requires repairing at the earliest opportunity.
We encourage all residents to test their heating in late summer or early autumn to ensure it is working correctly before the colder months. If you identify any issues, please let us know so we can arrange any necessary repairs.
This approach helps us manage the seasonal increase in heating repairs and allows work to be carried out at a time that is more convenient for you, with less impact on your comfort.
Ordinarily we are open Monday to Friday, 9am to 5pm (excluding bank holidays). However, for emergencies, please call our usual phonelines which will redirect you. This includes flooding and fire so we can look at temporary moves and repairing any damage immediately.
You can still report repairs to Mears (general household or communal repairs) and Sureserve (gas, hot water and central heating repairs) as usual.
In accordance with our Tenancy Agreement (opens in new tab) and Income Recovery and Debt Management Policy (opens in new tab), we can recharge you for the following:
- any remedial work we carry out to repair damage due to you not taking appropriate measures prior to any period of absence from your property
- costs incurred for the welfare of animals due to you not making proper arrangements
- the costs of clearing any household waste, rubbish or recycling that you have not disposed of correctly
- repairs which were your responsibility.
We will aim to inform you of the rechargeable repair we intend on completing prior to commencing the work, this will give you the opportunity to challenge the decision. We will send you an invoice after completion which will state the work carried out and the total cost.
This is where a tenant is deemed unable to remain in residence where extensive works are required and we have to temporarily move them to alternative accommodation, which can include void properties, temporary accommodation (our own stock) or hotel accommodation (where the works are likely to be a short duration). This allows for significant repairs, renovations or refurbishment to be completed.
Not all cases will require tenants to move from their home, however some examples where tenants may need to be temporarily moved include:
- underpinning
- damp proofing
- asbestos removal
- demolition
- building of an extension
- sound insulation
- hygiene
- hoarding
Our position is that works can be conducted in the property with the tenant in situ, unless:
- it is not possible or reasonable for the tenant(s) to remain in the property while the works are carried out because we have health and safety concerns, timescale of the proposed works, or
- where the tenant has a medical condition (for example COPD, allergies) that might be affected by the works (for example dust, chemicals – this is not an exhaustive list)
We will operate in accordance with the above, however, each case will be dealt with individually on a case by case basis. We will clearly communicate with tenants regarding this process.
Home safety
Fire Risk Assessments (FRAs) evaluate factors which could cause a fire, the likelihood that there will be a fire and the consequences if one were to occur.
We will carry out an FRA in accordance with the below:
| Category | Building Use | FRA Frequency |
| Supported Accommodation | Sheltered, retirement, independent living, special needs schemes | Annual |
| General Needs | Buildings Converted into Flats “Conversions” | Annual |
| Purpose Built Blocks of Flats (<18m) | Once every two years On completion of the first two-year programme there is scope to reduce the FRA frequency for lower risk premises. | |
| FRA Risk – Substantial or Intolerable | Any | Fire Risk Assessor will make recommendation for the next review |
If we are made aware that a tenant or household member has a vulnerability or disability which could prevent them from evacuating during a fire, we will complete a Person-Centred Fire Risk Assessment (PCFRA) which will determine whether a Personal Emergency Evacuation Plan (PEEP) is needed. Both will be reviewed annually by a competent person, or more frequently if there is a change of circumstances. The PCFRA and/or PEEP will be closed if no longer required.
Further information can be found in our Fire Safety Policy. (opens in new tab)
You should test your smoke alarms once a week to ensure they are working. This is done by pressing the test button on the outside of the casing and ensuring the alarm is loud enough to be heard throughout your home.
Diseases caused by legionella bacteria is normally contracted by inhaling small droplets of water (aerosols) suspended in the air, containing the bacteria. Legionellosis is a collective term for diseases caused by legionella bacteria including the most serious, legionnaires’ disease, which is a potentially fatal form of pneumonia. Everyone is susceptible to infection, although some people are at higher risk.
We will carry out a programme of Legionella Risk Assessments (LRAs) to properties containing any water system that could present a risk of exposure to legionella or any identified shared water systems within our housing stock. This will establish any potential risks and we will implement measures to either eliminate or control identified risks. LRAs will be periodically reviewed.
Further information can be found in our Water Safety Policy. (opens in new tab)
Water safety tips:
- If you have any water outlets you do not use regularly (shower, bath, internal/external taps and hose pipes), or have been away for a few weeks, run the water for around 5 minutes to help prevent water becoming stagnant.
- Clean your shower head and hose regularly to prevent lime scale and any build up of bacteria.
We will carry out periodic inspections of electrical installations, the intervals between inspections will be no longer than 5 years and we will issue a new Electrical Installation Condition Report (EICR) upon each inspection.
- Further information can be found in our Electrical Safety Policy (opens in new tab) or
- See our fire safety page for more about electrical safety (opens in new tab)
We will try to arrange for an annual gas safety inspection at a time that suits you. If we cannot carry out the inspection because you do not respond to our request to let us into your home, we will serve a seven-day notice informing you when we will call. If you do not let us in, we will force entry to carry out the safety check. We will take reasonable care in forcing entry and will secure your home as we leave.
Asbestos was used in UK construction from the 1940s until it was banned in 1999. It is still found in many properties but usually poses no health risk unless disturbed, damaged or deteriorating, which can release harmful fibres into the air. If it is unlikely to be disturbed or damaged, then it is safer to leave it where it is.
We ensure that an asbestos management survey is in place on all applicable HRA blocks and maisonettes.
If you suspect asbestos is in your home, leave it in place and untouched, leave the room and close the door, then please contact our property assets team.
Some areas in the Dover district have been identified by the United Kingdom Health Security Agency (UKHSA) to be a radon affected area, which means they are at risk of having higher levels of radon gas.
Radon is a naturally occurring, colourless, odourless, radioactive gas which is formed in the ground and found everywhere in the UK.
If you would like more information about Radon and how we can monitor Radon in your home, please contact our property assets team.
Permission for storing items is on a case-by-case basis and you must obtain our written permission. Please contact the housing team to discuss this.
Potentially hazardous materials must be stored safely. This includes items like chargers, batteries, paints, cleaners, pesticides and other products that contain potentially dangerous chemicals.
Safe storage means that these materials are:
- stored in accordance with the manufacturer's instructions
- kept in their original containers to avoid confusion and ensure you have the relevant safety information
- kept out of reach of children and pets, ideally in locked cabinets
- kept away from heat sources and direct sunlight
- disposed of in accordance with guidance
- spillages and leaks are caught and properly cleaned
- do not mix household chemicals
There are some items which we will never permit you to store in your home or shared area, these are:
- motorcycles (all types including mini-motos, pit bikes, motocross bikes)
- any potentially hazardous goods or materials or substances.
You must not store any items, such as rubbish, furniture, belongings, prams and bicycles, in any shared area as these impede fire escape routes.
Personal electric vehicles (PEVs) are battery-powered forms of transportation. They include:
- e-bikes
- motorised e-scooters and trikes
- electric skateboards
- self-balancing scooters or hoverboards
- one wheel self-balancing boards
- electric powered wheelchair
To allow permission, we might ask that you have a home assessment from Kent Fire and Rescue and/or have a individual PEEP for your home.
We will consider permission on a case by case basis which is dependent on property types, constructions and other circumstances.
We will provide you seven days’ notice for routine checks and inspections.
Sustainability and recycling
Your Tenancy Agreement states that you must ensure that your household waste and recycling is put out ready for collection in accordance with our waste collection and recycling service, in the relevant receptacles.
We can recharge you for the costs of clearing any household waste, rubbish or recycling that you have not disposed of correctly.
You can find your collection dates and services, book a bulky collection, report a missed collection, order a new container, sign up for a garden waste collection or report an issue by following the link below.
There are many ways you can reduce your energy consumption and save money while doing so, some of these include:
- always shop around for the best rate and take advantage of off-peak rates
- unplug devices when not in use
- choose LED light bulbs
- take shorter showers or shallower baths
- turn off taps when brushing teeth or washing dishes
- report suspected leaks promptly
- run dishwashers and washing machines only when full.
If you wish to install an electric vehicle (EV) charger or Photovoltaic (PV) solar panels at your home, do not begin any work without first obtaining written permission from us as your landlord.
To request permission, you must contact us in writing. Please note that the following requirements are compulsory before your application can be considered:
- No disruption to other residents – the installation must not cause inconvenience or disturbance.
- The impact on existing electrical wiring in the property and infrastructure of the building.
- No additional cost to us – the improvement must not result in extra maintenance or repair responsibilities for Dover District Council.
- Off-street parking provision for EV charger – you must have a suitable driveway with an officially dropped kerb for the vehicle being charged. Charging from the public highway is not permitted.
- No inconvenience to other residents. Your neighbours must not be affected by trailing cables or restricted access routes.
- You must have the ability to remove or reinstate the property to its original condition if asked to do so when moving out of the property.
Unfortunately, if these conditions cannot be met, your application will be refused. Please be aware that councils are currently reviewing infrastructure policies for public EV chargers, and this guidance may change in the future.
If these works are agreed and completed, you must provide us with a minor works certificate for our records.
Tenant support services
The Armed Forces Covenant is a pledge that together we can acknowledge and understand that those who serve or who have served in the Armed Forces, and their families, should be treated with fairness and respect in the communities, economy and society they serve with their lives.
Complaints and feedback to our services
We understand that we might not always get it right, and in those instances we want to be told so we can put it right and ensure that it does not happen again. We are committed to learning from complaints and fostering an environment of continuous improvement.
If you would like to make a complaint about the housing service you have received, you can do so in any of the contact methods we have available. Your complaint does not have to be in writing, but the simplest and quickest method is to complete the complaint form on our website.
We aim to provide a high standard of customer care and to treat every resident equally. We appreciate feedback and would welcome any comments about how we can improve or add to the service we offer.
Please email housing@dover.gov.uk (opens in new tab) with your comments or follow the link below.
How to get involved
There are plenty of ways to get involved to help shape the housing service.
This includes the Resident Scrutiny Group, the Dover District Tenants' Consultative Group, joining TPAS, taking part in consultations or joining our estate walkabouts.
You'll find everything you need to know by following the link below.
We run an annual Tenant Satisfaction Measures survey to ensure we’re hearing directly from you about the service you receive and checking it meets your expectations. This means we ask for your feedback on the services we provide, how we communicate with you, and the overall quality of your home and community.
We are committed to protecting the personal data of our tenants in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal information will be processed lawfully, fairly and transparently in accordance with our Data Protection Policy.
We collect and use personal data only where necessary, and for legitimate purposes relating to the tenancy. These purposes include, but are not limited to:
- managing the tenancy and property
- ensuring compliance with legal and regulatory obligations
- delivering housing relate services
- monitoring and improving service quality
- complying with the Regulator of Social Housing’s data requirements
Personal data will only be shared with relevant internal teams and external organisations where necessary and proportionate where there is a lawful basis to do so. This may include sharing to carry out our public tasks, for safeguarding purposes, legal obligations, fraud prevention, or the delivery of services. Appropriate data sharing agreements and safeguards will be in place where required.
We will ensure that personal data is accurate, kept up to date and retained only for as long as necessary. Appropriate technical and organisational measures will be in place to protect personal data.
The Freedom of Information Act (FOIA) gives you the right to access recorded information held by public sector organisations.
Anyone can request information – there are no restrictions on your age, nationality or where you live.
Your request will be handled under different regulations depending on the kind of information you ask for:
- Data Protection Act if you ask for information an organisation holds about you
- Environmental Information Regulations (EIRs) if you ask for environmental information
Some information is exempt and cannot be provided.
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