Anti-Social Behaviour Code & Complaints
Under the Housing Act 2004 the
Landlord must take reasonable steps to tackle Anti-Social Behaviour within the Building, the curtilage of the
Building and within the neighbourhood in which the Building is situate
Under the Housing Act 2004,
Anti-Social Behaviour is anything which causes:-
A nuisance or annoyance to other
occupiers and nearby neighbours
Harassment to anyone in the local
area (because of their race, colour, nationality, ethnic origin, sexuality, sex, religion, politics, age, medical
condition or disability) or
Violence (including domestic
abuse) against any person (including the Landlord or persons acting on behalf of the
Anti-Social behaviour also
Interfering with security or
Using the Property (including all
communal areas, bin stores, yards and gardens etc) for any criminal, immoral or illegal purpose, including buying,
selling or using any illegal drugs or storing or handling stolen goods, or
Damaging any part of the
It is also Anti-Social Behaviour
to encourage anyone else to carry out or threaten to carry out any of the
above. The Tenant is
responsible for the behaviour of themselves, their family and their visitors
Landlord will not tolerate Anti-Social Behaviour and legal action shall be taken against any Tenant failing
to observe the Landlord’s Anti-Social Behaviour Code set out herein. Complaints may be made at any time by
anyone (inc neighbours, members of the public or fellow housemates). Either email us (info @
cityletsplymouth.co.uk) or call 01752 604242. CityLets is a member of The Property Ombudsman Scheme and so
adhere to their complaints procedure (see flow chart below).
Utility Fair Usage Policy
The purpose of this Policy is to bring about awareness of usage of
utilities and to encourage tenants to be considerate and careful in their use of these
services. In imposing this
Policy the Landlord provides, as far as it is reasonable and practicable to do so, appropriate reassurances
that the Landlord’s installations are energy efficient and the Property is adequately insulated and weather
Use of the Utilities and Services subject to this Policy
- The Utilities and Services
subject to this Policy are ELECTRICITY and
- You will be entitled to use
the Utilities and Services limited to a total average expenditure of £8.00 per person per week
which represents an amount that is considered a fair and reasonable cost for normal usage of gas and
Abiding by Our Policy
- You are required to use the
Utilities and Services in a responsible manner and Your usage shall be normal, reasonable and
- Where We can produce to You
evidence that Your average usage of the Utilities and Services is in excess of the expenditure provided for
in 1b above then We shall be entitled, at Our discretion, to either:-
increase the agreed Rent by an amount that
We reasonably consider is sufficient to compensate Us for Your unfair and unreasonable use of the Utilities
require You to pay, on demand, any excess
sums arising from Your use of the Utilities and Services.
- We will inform You as soon as
it becomes apparent that Your usage of the Utilities and Services is excessive and We are required to take
appropriate steps for reimbursement from You of the resulting
- You will be entitled to
examine evidence of Your usage of the Utilities and Services and discuss with Us any measures that may be
reasonably utilised by You to reduce Your future usage of the Utilities and Services to a level that is
normal, fair and reasonable.
Agreement Relating to the Reception of Live Television & Radio
The tenant acknowledges
and agrees that:-
1. The Landlord shall
maintain a current TV Licence for the television supplied by the Landlord for use in common with all tenants in the
2. The Tenant shall
maintain a current TV Licence for television receiving equipment provided by the Landlord for the Tenant’s personal
use in the Property.
3. The Landlord shall
accept no liability for any costs or claims made against the Tenant for the Tenant’s breach of the
4. The Tenant will
indemnify the Landlord in respect of any costs or claims made against him for the Tenant’s breach of the
Illegal & Immoral Use of the Internet
Illegal & Immoral Use of the Internet
1. Internet access is offered to you as part of your rental package and is provided for your
convenience and on trust that you shall use the service in a proper and lawful manner.
2. Your landlord is the named account holder for the internet at the property and any illegal
activity (such as file sharing and illegal downloads) undertaken by you could be linked back to your Landlord via
the IP address. However, this does not necessarily mean that you will be able to hold your landlord legally
accountable for your misdemeanour.
3. The Digital Economy Act was introduced with the aim of regulating digital
media. It also seeks to deter and increase penalties for copyright infringement. The Act
establishes a system that makes it easier to trace and sue persistent culprits.
4. The Act also makes provision for regulations granting the courts powers to order blocking
injunctions in relation to specific websites or limiting an internet connection in response to its use in engaging
with copyright infringement. As such, it is quite possible that the internet service provided by your
landlord could be disconnected as a result of any unlawful or immoral activity. This, of course, could be
very inconvenient and annoying.
5. PLEASE BE WARNED that it is a condition of your tenancy that you do not use the internet
connection provided for any immoral or illegal activity. Your landlord reserves the right to disclose
the name and address of any tenants in breach of this condition to such regulatory body or bodies that shall raise
enquiry of your landlord regarding immoral or unlawful use of the internet service.
6. Your landlord provides the service for the benefit of his tenants ONLY and for no other
person. Any liability for illegal or immoral online activity of any tenant or their visitors or invitees lies
directly with the tenants.
7. PLEASE NOTE that in addition to the above, any costs charged to your landlord for use of
the internet over and above those costs for which the landlord has agreed to be liable for under the contract
entered into with the Internet Service Provider, shall be the liability of the tenants.
If you have any concern regarding the above, please do not hesitate to contact the
EMERGENCY CALL OUTS
Our normal office hours are 09.00 to 17.00 Monday to
Friday (inclusive). We will advise you if there is any change to our
office opening hours at any time.
During normal office hours all emergencies occurring must be
reported directly to the office as soon as practicable by phoning 01752 604242.
Outside normal office hours all emergencies occurring are to be
reported to Andy Smith on 07778 852650.
Andy Smith is instructed to respond to EMERGENCIES connected to
property matters ONLY. Ie: if you call him at 2am because you have been out and lost your keys and can’t get into
the accommodation, you will be liable for payment of the call-out charge (the standard charge at the time of
writing is £40 + VAT per call-out).
BEFORE reporting any matters outside of normal office hours, PLEASE consider whether the matter
really is an EMERGENCY.
An EMERGENCY is a serious,
unexpected and often dangerous situation requiring IMMEDIATE action. An EMERGENCY poses an IMMEDIATE RISK to health, life or property and requires IMMEDIATE
intervention to prevent the situation from worsening.
Some EMERGENCIES may be self evident other smaller incidents require your subjective opinion as to
whether it qualifies as an emergency.
Examples of EMERGENCIES
Examples of NON-EMERGENCIES
Fire alarm sounding
Total power failure
Flood / burst water
Burglary / attempted break
Forgotten your keys
Light bulb needs
Appliance not working
If a matter is not an emergency, please take appropriate
action to provide a temporary fix to prevent the situation worsening or becoming a danger to others (for
example: place a note on
the washing machine to let other users know it is not working / it is leaking, unplug the appliance and mop
up any water leakage). Report the incident to the office as soon as you can so that it can be dealt with when
the office re-opens.
Please contact the office if you have any concerns or queries about what constitutes an
emergency / non-emergency