Residents
Information Hub
TENANCY
INFORMATION
This outlines and summarises the tenancy obligations of our residents at McMaster House.
It lets our residents know what to expect as a resident at McMaster House.​
Our residents are given Assured Tenancy Agreements to sign, following passing satisfactory Housing Needs Assessments, Affordability Checks and Landlords Reference checks.​
repairs and maintenance
This section gives important information about our repairs and maintenance service.
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It explains our timescales for dealing with repairs to help residents know what to expect when they report a repair.
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It also details what repairs and responsibilities residents have to keep their homes in good order.
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We will also outline our preventative maintenance programmes and health and safety compliance.
anti-social behaviour and nuisance
At St Luke’s Housing, we acknowledge that ASB and Nuisance can have a very detrimental effect on the lives of our residents and the wider community, often leaving individuals feeling frightened.
Nobody should be made to feel this way and at St Luke’s Housing, we take all reports of Anti-Social Behaviour, Nuisance and Hate Crime very seriously.
Click below to find more information on:
Making a nuisance report,
Link to Nuisance diary sheets,
Information on risk assessments we use.
Links to other support agencies.
DOMESTIC ABUSE
Keeping our residents safe in their home is paramount to us at SLHS.
Anyone can experience Domestic Abuse at any time of life. We understand how life changing and traumatic this can be for an individual.
Our staff are experienced and trained to give confidential and sensitive advice.
We can help to support any resident experiencing domestic abuse, carrying out risk assessments and referrals to external support services. We can also arrange for additional security in your home.
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Please click below for more information.
SAFEGUARDING
The safety of our residents is paramount. Safeguarding means protecting adults at risk, enabling them to live safely and free from abuse and neglect.
Safeguarding is everyone's responsibility, and as a Registered Social Landlord, we take our duty very seriously.​ An adult or child at risk is someone who:
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has care and support needs
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is at risk of being abused or neglected
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is unable to protect themselves against abuse or neglect because of those needs.
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More information can be found below, including how to raise a safeguarding concern.
COMPLIMENTS AND COMPLAINTS
We are committed to improving the quality and delivery of our services.
We want to make sure that all service users have easy access to feedback to us where things have gone well, and report where things have not gone so well.
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We are open to hear when things haven't worked well and how we can work with you to put things right.
More information can be found below, including what you can do if you would like to provide feedback or make a complaint. It also outlines out Complaints policy, timescales and what you can do if you are still unhappy with our response.
RENTS AND SERVICE CHARGES
Information on rents and service charges for residents. All of our properties include a basic rent charge, service and support charge. For those residents on Housing Benefit or Universal Credit, the charges include both eligible and ineligible charges.
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Service Charges include things such as: communal cleaning, window and gutter cleaning, gardening, communal utilities, etc.
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Support Charges include costs for 24 Hour Emergency Response Monitoring services.
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If you are worried about paying your rent, please contact us for advice and support. We can help with Income and Expenditure forms, review spending habits, look at ways to maximise your income and carry out benefits calculators with you.
SUPPORT PLANNING
St Luke's Housing is committed to providing a high-quality service to all residents and aims to help them live independently and safely for as long as possible.
We recognise that routine support planning and reviews are a valuable assessment tool to help sustain independent living.
Here at St Luke's, we offer all of our residents an annual Support Plan, to help identify and new and ongoing support issues.
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Residents are encouraged to understand and embrace the benefits of individual discussions and support planning specific to their individual needs.
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Support planning aims to develop a better understanding of individuals and to learn how to best provide the most appropriate level of support for them, helping them to sustain living independently for as long as possible and safe to do so.
MENTAL HEALTH SUPPORT
At St Luke’s Housing, we recognise that life can sometimes feel too much. We aim to provide an open and holistic environment at St Luke’s Housing and always look to reduce the stigma around mental health.
If you are feeling anxious, depressed or are concerned about your own or someone else’s mental health, please come and speak with a member of staff so we can listen and signpost you for support.
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Please click on the link below for more information.