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Here we provide the answers to the most commonly asked questions or point you in the right direction to find out.

We have provided quick links to the relevant pages on our website.

If the question you wish to ask is not here then please contact us by email or by telephone and we will do our best you answer it for you.

Contents
(Click on the link to go)
How much rent do I owe?
Why can´t I pay rent at your offices?
Do I get any rent free weeks?
Can I have a new swipe card?
My rent account is in credit, can I get my money back?
My rent account is in arrears. I can´t pay it all off. What shall I do?
Can I have a transfer?
Can I do a Mutual Exchange?
I've lived in a Marches property for less then 12 months. Can I move?
Can I keep pets?
My partner would like to move in. Is that ok?
Do you get rid of rats mice or wasps nests?
My drains are blocked, what do I do?
How long does it take to have repairs carried out?
Can I take in a lodger?
Can I see my Community Housing Officer?
Is it OK for me to put a shed in my garden?
My neighbour´s garden is overgrown and the weeds are coming through onto my garden. What can I do?
Can I put up a satellite dish or TV aerial?


How much rent do I owe?
At any time you may call our Income Management Team in order to discuss your rent account. Alternatively you can send for a statement. If you register for "My marches Services" you can check your rent account online 24/7. Click here for My Marches Services.


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Why can´t I pay rent at your offices?
Early in 2002 a decision was taken to cease the payment of rent at our Leominster Office. This decision was largely based on the issue of security but was also related to a lack of interest in making payments at our offices. Payments can be made using a swipe card at any Post Office, Pay Zone or PayPoint at your local retail store or by a Direct Debit. You can also pay over the phone using a swipe card. Please call our Income Management Team (01568619615) if you wish to set up a direct debit or require more information.
 

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Do I get any rent free weeks?
Marches Housing Association tenants have two weeks each year when no rent is due, providing that you are not in arrears. These weeks are usually one at Christmas, and one at the end of March. If you are in arrears with your rent, you must continue to pay through these weeks. Jephson tenants do not get any rent free weeks.
 

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Can I have a new swipe card?
If you have lost your Swipe Card then please call us and we will order you a replacement immediately. Cards are usually dispatched within 48 Hours of being ordered and we would hope that they arrive with you within 5 working days.


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My rent account is in credit, can I get my money back?
Yes. Our Income Management Team can arrange for the credit to be refunded by cheque.
 

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My rent account is in arrears. I can´t pay it all off. What shall I do?
It is very important that you make contact with our income management team as soon as possible. We are here to help you, for example we can make a special arrangement with you to pay off the arrears on a gradual and manageable basis.
 

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Can I have a transfer?
Transfers within Herefordshire area must now be conducted using Herefordshire Home-Point. Internal transfers are only used in very extreme circumstances and must be granted through a management decision. Home-Point offers tenants a greater flexibility to move, all available properties in Herefordshire belonging to Social Landlords are advertised each week and can then be bid for by the applicant. Call your Community Housing Officer or HomePoint directly, for further details telephone 01432 359500.
 
In other areas, we have a different arrangement for transfers. Contact your community housing officer for details. Click here to go to the HomePoint website.


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Can I do a Mutual Exchange?
Mutual Exchange is an option open to tenants who can exchange properties with another willing party. Both parties must complete a Mutual Exchange form which will then be assessed by a customer service advisor. All Mutual Exchanges are subject to the move being considered suitable. An Exchange register is kept at the Leominster Office, this contains details of all people who are wishing to exchange. Please contact our customer services advisors on 01568 610100 should you wish to carry out a Mutual Exchange.
 
You can also register for an exchange with HomeSwapper, a national mutual exchange scheme. Place note that if you have an introductory or assured shorthand tenancy, you may not be able to exchange.  
 

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I've lived in a Marches property for less then 12 months. Can I move?
To move within Marches stock you normally have to have resided in your current property for a minimum of 12 months, have a clear rent account and a satisfactory property inspection. However, you can move home if you lived there less than 12 months if you can find someone suitable to swap with subject to approval from the Association or are deemed at significant risk if you continue to live at your property. You can also apply for housing with other landlords through HomePoint.


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Can I keep pets?
Tenants living in Private Sector properties managed by Marches Housing Association cannot keep pets. This also applies to Arkwright Court and Norfolk House in Leominster.

Tenants who hold an Assured Non-Shorthold Tenancy with Marches Housing Association are permitted to keep pets. It is advised that should you wish to keep unusual pets or a high quantity of pets then you first contact your Community Housing Officer for permission. If pets cause a nuisance to your neighbours this will be a breach of your tenancy.
 

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My partner would like to move in. Is that ok?
It is important that you notify your Community Housing Officer of any changes to members of your household. For your personal security you should notify your Community Housing Officer before allowing someone to move in, this may be invaluable should you experience problems at a later date. You need to notify your Housing Benefit Department and Council Tax Office of this change in your household.
 

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Do you get rid of rats mice or wasps nests?
No this is a tenant´s responsibility unless there is a defect in the property that is enabling vermin to enter the property. You need to contact your Council´s Environmental Health department. There will be a charge that is reduced if you are on certain benefits.


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My drains are blocked, what do I do?
If the blockage is in your garden the association will arrange for them to be cleared. However if the contractors discover that disposable nappies or other debris that should not have been placed down the drains has caused the blockage then you may be recharged. If the blockage is in the main road we may advise you contact the Council as adopted drains our not our responsibility.
 

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How long does it take to have repairs carried out?
We work with Housing Corporation guidelines. Emergencies are repaired within a day, urgent repairs are repaired in 5 days and 21 days are allowed for anything routine. In addition the Association has a 2-hour priority standard for anything that is considered an immediate risk to health and safety.

See your handbook for full details.
 

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Can I take in a lodger?
If you want to take in a lodger, you will need to tell your Community Housing Officer the details of your lodger. Please note that if you take in a lodger, and receive Housing Benefit, this may affect the amount of Housing Benefit you can get.
 

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Can I see my Community Housing Officer?
Wherever possible you should make an appointment to see your Community Housing Officer as they will often already be committed to prior appointments. It is our aim to supply you with a high quality service and by making an appointment we can spend time with you in order to resolve any problems that you may have. If you are unable to make an appointment then you may visit our offices and we will do our best to help you.
 

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Is it OK for me to put a shed in my garden?
In the first instance, you need to make your request in writing to your Customer Services Team. We ask that you try not to exceed the maximum size of 8ft by 4ft (2.4m x 1.2m). They will then advise you whether or not this is possible and if so, ask you to sign a letter agreeing to the terms and conditions outlined by the Association. This will be kept on file.


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My neighbour´s garden is overgrown and the weeds are coming through onto my garden. What can I do?
In the first instance, try to approach your neighbour and express your concerns. If this fails, advise your Community Housing Officer. If your neighbour is a Marches tenant, we can request that the garden is tidied up. However, if the neighbour is not a tenant, we have no powers to enforce a clean up. This will not however deter us from trying.
 

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Can I put up a satellite dish or TV aerial?
Should you wish to put up a satellite dish or TV aerial, you must first write to your housing officer to request permission. The Association will not object provided that the erection of the satellite dish/TV aerial does not breach local planning regulations. You are responsible for checking this point direct with the Planning Department of your local authority.

However, you should bear in mind that there may be instances when the Association needs to erect scaffolding or carry out works that may interrupt the reception, and should this occur, the Association will not be held responsible for any loss of signal.
 

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