Tenant Information

As a smaller housing association, specialising in care and support, we place great emphasis on ensuring that the properties we have and the support we provide meets your needs and those of future tenants.

We hope you find the information below useful. If you have any other queries about the services we provide and/ or your tenancy please contact your Housing Officer or get in touch with us on the contact details below.

The Housing Management Team

Our Housing Management Team is based at our Lewes Office and includes a Head of Housing, a Housing Manager, four Housing Officers, a Housing Assistant and an Administrator.

All Southdown tenants have a dedicated Housing Officer who oversees each tenancy. Housing Officers ensure that rent is being paid, that any concerns the tenant has are responded to appropriately and that the conditions of each tenancy are being kept to. Our Housing Officers assist with all aspects of ensuring that tenants maintain their tenancy and comply with their legal responsibilities. This includes overseeing tenancy sign–ups, rent collection and arrears monitoring, anti-social behaviour and any legal issues.

Paying Rent

There are a number of ways available for tenants to pay rent to Southdown: Direct Debit or Standing Order, rent payment cards, cash or online.

Tenants who have been issued with a rent payment card can also make payments online at www.allpayments.net. You will need to enter your rent payment card number, password, debit card number and amount you want to pay and your rent account is credited within 24 hours. The service is available 24 hours a day, 7 days a week.

Rent Statements

Individual Rent Statements are issued quarterly and sent to each tenant's address. Please speak to your Housing Officer or Floating Support Officer if you would like help reading and understanding your Rent Statement.

Benefits

Your Housing Officer will provide you with any support that you need to make applications for Housing Benefit. In addition, if you have a Floating Support Officer, they will be able to help you with budgeting and managing your money.

For more information and guidance about current changes to welfare benefits in the UK, click here.

Reporting Anti Social Behaviour

Southdown is committed to protecting tenants by preventing anti-social behaviour (ASB) from taking place in the first place. Where this behaviour occurs, we're committed to responding quickly, effectively and comprehensively. We will act fairly and proportionately in response to reports of ASB, considering the impact upon victims, other tenants and neighbour communities.

To enable us to effectively manage ASB we need to have as much information as early as possible. We ask that tenants who experience any ASB notify their Housing Officer as soon as possible. We will then ask that tenants keep diary sheets and update their Housing Officer of any repeat incidents. Ultimately this information may form the basis of later Court action. For more information about how we deal with ASB please speak to your Housing Officer or contact us on the details below.

Our Tenant Charter

  • Housing Officers: We will provide a named Housing Officer for all tenants to raise issues with and liaise around tenancy issues in addition to any other support tenants receive from us.
  • Anti-Social Behaviour (ASB): We will respond promptly to all reports of ASB. Serious abuse or threats of abuse with violence including domestic abuse, hate crime, sexual offences, assault, arson, gang crime or weapons will be responded to within 24 hours. Other causes of ASB will be responded to within 5 working days. We offer home visits to all tenants making complaints and communicate what action we are taking to help resolve the issue.
  • Shared Ownership: We will offer an annual visit from the named Housing Officer following the issue of the service charge statements. We will include all shared owners in regular organisational updates from us.
  • Tenant Involvement: Tenants will be provided with twice yearly themed tenant focus groups and an annual tenant survey to provide feedback on how we have performed.
  • Property Inspections: Tenants will be notified of inspections of common areas and provided with opportunities to attend or provide feedback regarding concerns they have regarding individual flats or the communal areas of the property.
  • Carpets and Curtains: We will provide carpets and curtains as standard in all properties that we let at the point of move-in.
  • Post Work Inspections: Southdown will post-inspect at least 15% of day-to-day maintenance jobs raised and 100% of major, cyclical and planned works to ensure our tenants are getting a good quality maintenance service.
  • Repairs: Tenants will be offered three choices of appointment times for repairs.
  • 24 Helpline for Properties: Where we are responsible for repairs, we will provide a free out-of-hours emergency helpline for tenants needing to report emergency or urgent repairs outside normal working hours.

Your Feedback

We welcome feedback to help us continually improve all areas of our services so that we remain a first class provider of supported housing. To know how well we are doing as a landlord we need real and honest feedback. There are a number of ways you can provide feedback including: Repair Satisfaction Cards, Feedback Cards, Tenant Forums, Tenant Satisfaction Surveys and through our Quality Consultants.

Tenant Handbook

We want you to be happy in your new home and have the right amount of support you need. The Tenant Handbook will help you to understand your tenancy and inform you of all the things we will do and what you need to do as a tenant. You can download a copy of the handbook below.

Contact Details

Name: 
Jim Aspdin
Job Title: 
Head of Housing
Telephone: 
01273 405 800