FREQUENTLY ASKED QUESTIONS

Housing Services
Who can apply for housing?
Can I get medical points on my housing application?
What is housing need?
How do I apply?
How long will it take to house me?
What is my position on the housing list?
My house is not a suitable size for my family
Can I swap homes?
What do I do if I am homeless or threatened with homelessness?
What sort of tenancy do you offer?
How long are tenancies normally?
On what grounds do you evict?
How do you deal with neighbourhood disputes?
I am a tenant and I am experiencing Antisocial Behaviour from neighbours or people near to where I live. Where can I get advice and assistance?
I am a victim of Racial Harassment. Where can I get advice and assistance?
I am a victim of Domestic Violence, where can I get advice and assistance?
I need advice and help on Relationship Breakdown?
How do you support people with disabilities?
How can I give notice to terminate a Tenancy?
Is there somewhere I can donate unwanted furniture and household items that are still in a suitable condition?

Finance
How much rent do you charge?
Will my rent change during my tenancy?
Can I appeal against the rent level set?
I am on a low income, can I get help from anywhere?
Why have I received a rent arrears letter when I do not pay rent?
I pay rent in full every month, so why am I in arrears?
I have always received housing benefit to cover my rent, so why am I in arrears?
What happens if I problems paying my rent?
How can I pay my rent?
What am I covered for on my Buildings Insurance?
What is a service charge?
Where does my rent go?
What is an affordable rent?
Rent arrears

Property Services
What do I do if I have an emergency repair outside working hours?
When Should I call the Emergency Repair Service Number?
What is an Emergency Repair?
Do you fund all repairs?
How can I apply for Garden Maintenance?
Are there any grants available for converting or renovating my property?
Which repairs and maintenance am I responsible for?
Can I install a Satellite dish, or make other alterations to the property or garden area?
I have just moved into an Association Property and need to decorate. Do I get a decoration voucher?
Where can I get advice on home insulation and energy saving?
What do I do if I have concerns about a long-term empty property?

General

What should I do if I am not happy with the service I receive from Lochalsh and Skye Housing Association?
What is shared ownership?
How many houses do you build on average, a year?
What is a Housing Association?

Housing Services

Who can apply for housing?
Anyone who is aged 16 and over can apply to join the Highland Housing Register .(back to top)

Can I get medical points on my housing application?
If you have a medical condition which is aggravated by your current housing conditions, you may be entitled to extra points. You must complete a Housing Medical Assessment form, which is sent to the Highland Medical Advisor who will determine your medical priority for housing. Any supporting documentation from your GP/Hospital etc. can also be submitted.(back to top)

What is housing need?
The current legislation, The Housing (Scotland) Act 2001 gives priority to people who:-
a) are occupying houses which do not meet the tolerable standard; or
b) are occupying overcrowded houses; or
c) are living under unsatisfactory housing conditions; or
d) have large families; and
e) are homeless or threatened with homelessness.(back to top)

How do I apply?
Contact the office for an application pack or request one from our website or any partner landlord of the Highland Housing Register. (back to top)

How long will it take to house me?
It is difficult to give you a time scale, because it depends upon a suitable property becoming available, and also how many other people are on the list wanting similar properties. (back to top)

What is my position on the housing list?
Again this is a difficult one! We receive new applications every day, and because we offer properties on the basis of housing need, someone who has only just applied for housing may be in more need than someone who has been waiting some time, so could be offered a property before them. When a suitable property becomes available, we consider all the applications we have for that type of property.

Waiting lists were discontinued many years ago and the Association has concentrated on giving help to those in most housing need and not those who have simply waited longest. After registering your housing needs you will receive a letter detailing your points entitlement within 21 days. (back to top)

My house is not a suitable size for my family
If you are a tenant of a partner of the Highland Housing Register, you should complete a housing application form. All applicants will be given equal priority by each landlord. (back to top)

Can I swap homes?
Yes, as a tenant of a Housing Association, you have the right to swap home with another tenant, either of the Association, another housing association, or a local authority (council). You should contact your own landlord to discuss this before moving. It can take up to 28 days before a decision is made, so do not move before you have permission from your landlord. (back to top)

What do I do if I am homeless or threatened with homelessness?
If you are homeless or being threatened with homelessness, contact your local Council Service Point for further information.
Highland Council – Service Points (back to top)

What sort of tenancy do you offer?
We offer Scottish Secure Tenancies. These are monthly tenancies that can only be ended by the tenant giving notice to leave the property or by the landlord taking legal action where a tenant has broken the terms of their tenancy. (back to top)

How long are tenancies normally?
The tenancies are monthly tenancies. They continue until a tenant wishes to end the tenancy or the landlord takes legal action to recover the property. (back to top)

On what grounds do you evict?
We only evict on the grounds laid down in our Tenancy Agreement. It is always used as a last resort. (back to top)

How do you deal with neighbourhood disputes?
We contact all parties involved in a dispute and try to resolve the situation. We use a range of services to assist people in dispute such as mediation, negotiation, but sometimes when one party is clearly at fault we take action according to our Tenancy Agreement. Further information on our policies and procedures can be obtained from the Association by contacting our Housing Services team: HousingServices@LSHA.co.uk (back to top)

I am a tenant and I am experiencing Antisocial Behaviour from neighbours or people near to where I live. Where can I get advice and assistance?
If you are experiencing threats of violence, actual violence, or criminal behaviour, then you may wish to contact the Police in the first instance.
The Housing Association will investigate your problem and, again with your consent, attempt to bring about a solution within the powers available to us. If this is not possible, or not what you wish, our officers will give appropriate advice and assistance on the courses of action, and support, available to you. (back to top)

I am a victim of Racial Harassment. Where can I get advice and assistance?
If you are experiencing threats of violence, actual violence, or criminal behaviour, then you may wish to contact the Police in the first instance. (back to top)

I am a victim of Domestic Violence, where can I get advice and assistance?

www.womensaid.org.uk Free 24 Hour National Domestic Violence Helpline 0808 2000 247
www.mensadviceline.org.uk Free Helpline Number 0808 8010327

For immediate safety issues you should contact the Police, who do have a domestic violence unit. (back to top)

I need advice and help on Relationship Breakdown?
The Housing Association can give general advice on housing rights and housing options. If you are an Association tenant you should contact the Housing Services team to discuss options.
Other agencies such as the Citizens Advice Bureau should be able to give general advice on how to deal with your problem, or who to contact.
For more detailed legal advice, or action, you will need to visit a solicitor. (back to top)

How do you support people with disabilities?
The majority of our properties are built to Housing for Varying Needs standards and we do have a few properties which have been designed especially for people with physical disabilities.
The Association does not directly provide support for these tenancies, but this provision may be available from the Local Authority or private care providers. (back to top)

How can I give notice to terminate a Tenancy?
You must give at least 28 days notice in writing. (back to top)

Is there somewhere I can donate unwanted furniture and household items that are still in a suitable condition?
You can donate any suitable items to the Skye and Lochalsh Mental Health Association (01478 613533) who have a storage area. They give items to people in the greatest need. (back to top)

Finance

How much rent do you charge?
Rents vary according to the property type and size. Click here to see some examples of the rents. (back to top)

Will my rent change during my tenancy?
Rent is reviewed each year on 1st April. You will be given one month’s notice in writing about this. (back to top)

I am on a low income, can I get help from anywhere?
You may be able to claim Housing Benefit to help with the rent. You will need to complete an application form. Evidence of your identity, all income, all savings or other capital and your national insurance number must be provided. This information is also required for your partner if you have one (see how to make a claim for a list of the type of evidence that is suitable). Details of anyone else living in your household are also required.
Highland Council – Housing Benefit

Housing Benefit is the name of the Government’s scheme for helping people on low incomes meet the cost of rent. The scheme is complex, but the Association’s staff will give you a form at the start of your tenancy should you wish to make a claim to the local authority. Please contact us if you would like more information. Forms and leaflets are available from the Association or the local authority. (back to top)

Why have I received a rent arrears letter when I do not pay rent?
You may not be actually paying rent if you are receiving Housing Benefit paid directly to the Association by the council. However, if your benefit is not paid for any reason, your rent account will show arrears, and this may be the reason why you have received a letter. Whenever you receive a letter from us about arrears, you should contact the writer straightaway so that we can help you to sort it out.
Remember, your claim for Housing Benefit is your responsibility, and you must make sure that you have provided all the information that the council needs to process your claim. (back to top)

I pay rent in full every month, so why am I in arrears?
Your rent is due on the 1st of each month in advance. If you pay at the end of the month rather than the beginning, then your account will show arrears for three out of four weeks. If you cannot do this straight away, just pay a little extra each month until you are in front. Do talk to the Finance Officer if you are concerned about this or wish to set up another payment arrangement. (back to top)

I have always received housing benefit to cover my rent, so why am I in arrears?
Housing benefit is usually paid four weeks in arrears and will show on your account during the fifth week. This means that your rent account will always appear to be at least one week in arrears. However, all our tenants are receiving housing benefit paid in arrears, so we will disregard any arrears which have arisen purely because of the way housing benefit is paid. (back to top)

What happens if I problems paying my rent?
If, for whatever reason, you skip a rent or service charge payment, then you must contact the Finance Office immediately. We can agree for you to clear your arrears debt by paying extra each month, based on your own financial circumstances, and put you in touch with people who can offer specialist advice.

The first thing to do if you have a problem in paying your rent is to contact the Association. Our staff are trained to help people who are having financial trouble. Please let us know if you have any difficulties and we will do our best to help. Don’t forget – you may be eligible for Housing Benefit. (back to top)

How can I pay my rent?
There are several ways of paying:

• Standing Order. We will arrange for you to complete a Standing Order form which will be forwarded to your bank

• At any Bank or Bank Van. You can pay by Bank Giro Credit over the counter. We will issue the Pay-in Book on request.

• At the Office. You can pay by cheque/cash over the counter at the Association’s office if you are unable to pay at the Bank at any time.

• Postal Orders/Cheques should be crossed and made payable to Lochalsh and Skye Housing Association. Please write your name and address on the back of the cheque. (back to top)

What am I covered for on my Buildings Insurance?
The Association is responsible for insuring the structure of your home. This is paid for via your monthly rent; this does not include the contents of your home. We can provide details of external companies who offer contents insurance. If you would like details of a scheme or a copy of the Buildings Insurance Policy, please contact the Housing Services Team. (back to top)

What is a service charge?
Your rent is broken down into two basic components rent and service charges. The service charge element is linked to services delivered on each individual development and includes things like:

• Lift maintenance

• Landscaping

• Smoke alarm servicing

• Cleaning of common parts

• Lighting of common parts

• Television aerials

• Entryphone

• Caretaking / wardens

• Fire alarm systems

The charge may change every year depending on how much money has been spent on the development. A detailed breakdown of the service charge can be obtained by contacting the Association and providing your address. (back to top)

Where does my rent go?
Your rent is spent on repairs, improving older properties, employing staff, paying interest on the loans taken out to build your home and a reserve fund. Details of our income and expenditure can be found in our annual accounts in the Financial Information section of our Annual Report. (back to top)

What is an affordable rent?
Housing Associations have strict guidelines in terms of rent levels they should be setting for a particular type of property. The Government issued guidance on how rents should be calculated linked to the size of the property, the market value and average earnings in the area. These rents are significantly lower than rents charged by letting agencies. (back to top)

Rent arrears
Your tenancy agreement includes an agreement to pay your rent every month, in advance.
We need the rent from you and all residents on time, so that we can provide the best services possible.
If you are having problems paying your rent, contact our office immediately. Don’t put this off. It is very important that you discuss this with us before the arrears get too large. If you contact us, we will always help you and look for some mutually acceptable arrangement to clear any debt - for example in instalments. We want to help you resolve any problems with your rent as quickly as possible, so that they don’t get any worse. But please bear in mind that if you persistently fail to pay your rent on time, the Association will seek repossession of your home.
If you receive any letters about arrears, contact the Association immediately.
If you have any queries about your rent account, such as your current balance, please contact us. (back to top)

Property Services

What do I do if I have an emergency repair outside working hours?
We have an out of hours emergency repairs service. (back to top)

When Should I call the Emergency Repair Service Number?
Outwith normal office hours, at the weekend or during a holiday period (back to top)

What is an Emergency Repair?
Any repair which is an immediate danger to the occupants or which poses a threat to the structure or security of the building would constitute an emergency repair. E.g. fire or flood. (back to top)

Do you fund all repairs?
Some repairs are the responsibility of the tenant and some are the responsibility of the Association. Details are included within the Tenants' Handbook (back to top)

How can I apply for Garden Maintenance?
People living in Housing Association properties are responsible for the maintenance of their own gardens. The Association can provide contact details for approved contractors on request. (back to top)

Are there any grants available for converting or renovating my property?
There are no longer any grants available for converting or renovating property. Grants are only available for disabled aids and adaptations for eligible people. For more information, contact the Association. (back to top)

Which repairs and maintenance am I responsible for?
The rent includes a contribution towards the cost of repairs and maintenance and the Association will ensure that your house is wind and watertight at all times and that all sanitation and heating systems are in good working order. Tap washers, chains for wash hand basins and baths and accidental damage are the tenant’s responsibility.
The tenant is responsible for reporting all repairs to the association as soon as they are noticed.
The tenant is responsible for all internal decoration and maintaining the interior and exterior, including garden areas of the property, in a clean and tidy condition. If in doubt, contact us. (back to top)

Can I install a Satellite dish or make other alterations to the property or garden area?
The Association has standard conditions for such work, and tenants must apply in writing to carry out any additions or alterations to their property. When tenants agree to these conditions, they sign and return the forms to the Association, and permission to proceed will not be unreasonably withheld. Please click here to send us an email requesting a copy of the current conditions, or telephone us on 01478 612035. (back to top)

I have just moved into an Association Property and need to decorate. Do I get a decoration voucher?
In general the Association does not give decoration grants but tenants who keep their property in good decorative order will receive a token of appreciation at the end of their tenancy (back to top)

Where can I get advice on home insulation and energy saving?
Please click here for more information on energy saving. (back to top)

What do I do if I have concerns about a long-term empty property?
Please contact the Association's Property Services Officer or Housing Services Officer. (back to top)

General

What should I do if I am not happy with the service I receive from Lochalsh and Skye Housing Association?
Please tell us! We take the opinions of our customers very seriously, and we will always try to resolve any problems you have. We have a Complaints Policy and Procedure to ensure that we deal with all complaints fairly. (back to top)

What is shared ownership?
Essentially, you buy a share in a home, with the remainder being owned by a Registered Social Landlord (RSL), which often goes under the name of a housing association. Housing associations are funded and regulated by Communities Scotland, which is a not-for profit government.
See our Shared Ownership Page on this site for more information. (back to top)

How many houses do you build on average, a year?
We presently develop around 40 new homes a year. We develop where there is a need for accessible homes, subject to funding being available. We are able to offer advice on housing and disability to a wide range of organisations. (back to top)

What is a Housing Association?
A Housing Association is a not-for-profit organisation whose main business is providing affordable homes to rent. Lochalsh and Skye Housing Association recycles any surpluses that are made directly into the organisation to improve our homes, to the other services we provide or to acquire new homes. (back to top)