We are a people business providing support and services to individuals and communities through good business practice and quality accommodation in an economically viable manner.
Trident’s aim is to provide a high standard of service to our customers throughout our organisation and at all points of contact. We are continuously working to improve customer satisfaction and provide a consistently high standard of service.
The purpose of this leaflet is to set out the full range of services and standards that you can confidently expect to receive from Trident.
We need to know what language you speak to ensure that we can provide you with language support if required.
Information and Communication
We are committed to keeping our Leaseholders informed about any matters that affect them.
Consultation
Trident believes that all Leaseholders have the right to be consulted as householders, about anything that will affect their lives.
When things go wrong
We will investigate all complaints positively and in accordance with our procedures and where possible, aim to find a resolution within 10 working days.
Equality and Diversity Opportunities
We will ensure that all Leaseholders, or potential Leaseholders, have fair and equal access to any information requested and no person or group of persons will be treated less favourably than others.
As a Leasee, you are a homeowner and are responsible for your property, including repairs and maintenance. You have rights as well as responsibilities and these are set out in your lease. Your lease also tells you Trident’s responsibilities to you as your landlord. Not all leases are the same, so there may be times when you will not find the answers in this handbook. In these cases you will need to look at your lease, contact the Leasehold Officer at Trident or talk to your solicitor.
About Trident
Trident’s Purpose and Values
Trident is a modern social business providing support and services to individuals and communities through good business practice and quality accommodation in an economically viable way. The organisation’s values are based on respect, learning, co-operation and enjoyment.
Trident is a voluntary non-profit making organisation registered with the Housing Corporation.
Equal Opportunities
Trident is committed to embracing, reflecting and promoting the diversity of people within our business. We aim to treat all Leaseholders equally, regardless of age, disability, race, religion belief or sexual orientation.
Contacting Trident
Your first point of contact with Trident is the Leasehold Officer, based at Trident’s Head Office.
Trident Housing Association
239 Holliday Street
Birmingham
B1 1SJ
Telephone: 0121 633 4633
Fax: 0121 643 0260
Email: debbiew@trident-ha.org.uk
or: reception@trident-ha.org.uk
Our offices are open Monday to Thursday 8.00 to 6.00pm, Fridays 8.00am to 5.00pm and Saturday 9.00am to 1.00pm.
Emergency out of hours number is: 0121 643 0883
Anti social behaviour hotline is: 0121 633 2197
Complaints
If you are not happy with the level of service provided please contact Trident Head Office and ask to speak to a Customer Advisor on 0121 633 4633.
For more details on how we deal with complaints and how to make a complaint, please speak to the Leasehold Officer. If you are not happy with the response you receive, you can make a formal complaint. A copy of the Complaints Procedure is available from the Customer Advisor team. Formal complaints are dealt with at Senior Manager level. You can address your complaints to a Senior Manager about the standard of service you have received or the behaviour of a member of staff.
How to make a complaint
You can make a complaint over the telephone, by email, fax, written format or by visiting our Head Office at:
Trident Housing Association
239 Holliday Street
Birmingham
B1 1SJ
Telephone 0121 633 4633
Fax 0121 643 0260
Email reception@trident-ha.org.uk
Once we have received your complaint:
- We will always respond within 10 working days.
- All complaints will be treated in a confidential manner with a non biased approach and we will carry out a full and fair investigation before we respond.
- We will keep you informed of any decisions that are made.
Service Charges (if applicable)
Service charges are as set out in terms of your lease.
Service charges vary according to the terms of the individual lease and property purchased. If you have any queries with your service charge, please contact the Leasehold Officer in the first instance.
Your home is at risk if you do not pay your service charge on time.
Here are some examples of the items that may be covered by service charge:
- Cleaning shared areas.
- Providing and repairing entry phones.
- Providing and repairing a shared TV aerial.
- Maintaining fire alarms.
- Maintaining and redecorating shared areas.
- Buildings insurance
- (a copy of the schedule can be provided on request).
- Electricity and lighting supplies.
- Water.
- Contribution to the sinking fund and cyclical maintenance.
- Any other charge that is specific to the development.
We work out service charges for each property in the development in line with the terms of the lease. You must pay your service charge in full no matter what share of your home you own.
You and Your Mortgage
Your Mortgage Lender is an independent body with whom we have close contact regarding our mutual interest in your property. The Mortgage Lender expects you to pay your mortgage on time.
Financial Difficulties
Should you find that you are experiencing financial difficulties, contact Trident and your Mortgage Lender immediately. It is important to make contact as early as possible to avoid getting into arrears.
If you are experiencing financial difficulties and have problems paying your rent or service charge, please contact Trident’s Income Management team. The team are there to offer you confidential advice and assistance.
Help can be obtained from either the Citizens Advice Bureau (CAB) or the Consumer Credit Counselling Service (CCCS). The CCCS has a free telephone number 0800 1381111. Trident employs an independent money advisor who you are able to speak to. They will ensure that you are receiving all the benefits to which you may be entitled.
If your account goes into arrears, we will contact you. This will give you a chance to check your records and discuss your account.
If you fail to contact the Income Management team or fail to keep to an agreement and miss further payments, we may tell your Mortgage Lender and take the necessary steps to recover the debt.
Your home is at risk if you do not pay your mortgage and service charge on time.
How, When and Where to Pay
Most of our customers prefer to pay their service charge by Direct Debit every month. However, we do offer alternative means of payment. Details can be sent to you on request. Please see our how to make a payment leaflet for further information.
Leaseholder Involvement and Consultation
Leaseholders play an important role in shaping the service they receive from Trident Housing. There are many ways that Leaseholders can get involved, from actively being part of the Leasehold forum, becoming a member of a residents group, taking part in surveys and questionnaires, or simply advising us of your own thoughts and issues, in person or in writing.
We want you to be involved in the organisation’s activities in a way that suits you and however you choose to participate, your views and opinions are important to us and will be taken on board.
If you wish to discuss how you can get involved please contact either the Leasehold Officer or the Resident Involvement Officer.
Leaseholder Consultation
By law we must consult with you whenever we propose changes to the way in which we manage your home or estate, or plan major repairs or alterations which could affect you or where you live. We do this by:
- Letters
- Through our newsletter
- Leaseholder Forum
- Resident / Leaseholder Meetings
The method may vary but we will take your comments into account before we decide what to do.
Useful Contacts
Included below are some numbers you may find useful for contacting utility suppliers and other agencies.
Utility
Gas 0870 608 1524
Electric 0845 603 0618
Water 0845 7500 500
TV Licence 0845 601 5526
BT – landline 0808 100 7722
Cable Operator 0845 840 7777
Travel Information
Travel Line – National 0870 608 2608
Centro West Midlands 0121 200 2787
Local Authority
Birmingham City Council 0121 303 9944
Lichfield District Council 01543 308900
Sandwell Council 0121 569 2200
South Derbyshire Council 01283 595795
Bolsover District Council 01246 242424
Redditch Borough Council 01527 64252
For local information on GP’s, schools, colleges and local neighbourhood offices for housing benefits please visit www.upmystreet.com.
For any additional information or any queries please contact the Leasehold Officer for assistance.
