Tenant Handbook
Clúid... Leading the way home
Welcome to
Clúid housing
Dear tenant,
We at Clúid are delighted to welcome you to your new home.
We know that moving into a new home can be a very exciting
but stressful time. We hope that this tenant handbook will
give you answers to any questions you may have about your
tenancy and the services we provide. Please keep this handbook
somewhere handy.
We hope that you will be very happy in your new home.
Clúid Housing Association
Clúid Contact Centre
01 7072088
Our vision
“A society where
everyone has a great place to live ”
Our mission
“Providing quality
housing and
services to
enable people
to create homes
and thriving
communities ”
Executive Summary
Our values
Professionalism……we drive up standards through a commitment to high quality
services, continuous improvement and investment in our people.
Innovation……we work at the forefront of the sector, focusing on solutions and
innovating in a constantly changing Ireland.
Respect……all our work is underpinned by a mutual respect and trust between
customers, staff and managers; we listen to and learn from our customers and staff
and recognise those staff that go the extra mile.
Collaboration……we value partnerships in achieving the best outcomes; we are
open, co-operative and easy to do business with.
Sustainability……we ensure that all our activity is socially, financially and
environmentally sustainable.
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Contents
1. 1.1 1.2 1.3
About Clúid
Who we are
How you can contact us
Local offices
6
6
7
7
2. Your tenancy 2.1 Being a Clúid tenant 2.2 Renting a leased or Clúid owned property
2.3 Clúid’s responsibilities and tenants’ responsibilities
2.4 Customer care
2.5 Right to complain
2.6 Confidentiality and data protection
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11
12
3. 3.1 3.2 3.3 Your move
Moving in
Financing the move Insuring your belongings
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14
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16
4. 4.1
4.2
4.3
4.4
4.5
Your rent and other charges
Your rent
Service charges Paying your rent and service charges
Missed payments
Your statements
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18
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19
20
21
5. Your home
5.1 Reporting a repair
5.2 Repairs in newly built properties
5.3 Out of hours emergency service
5.4 Repair responsibilities
5.5 Dealing with common problems
5.6 Condensation
5.7 Cold weather advice
5.8 Making changes and alterations
5.9 Gardens and open spaces 5.10Adaptations for disabled or older persons
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8
9
10
6. 6.1 6.2
6.3
6.4 6.5
6.6
Your safety
Security in your home
Safety in apartment buildings
Gas safety
Electrical safety
Fire safety
Preventing carbon monoxide fumes
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35
36
36
36
36
38
7. 7.1
7.2
7.3
7.4
7.5 7.6
Your neighbourhood
Your estate
You and your neighbours
Anti-social behaviour
Domestic violence
Resident involvement
You and your area 41
41
41
42
43
43
45
8. Transferring or moving out
8.1 Transfers
8.2 Mutual exchanges
8.3 Moving out
8.4Abandonment
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46
46
46
48
9.
50
Useful contacts
23
23
24
24
25
27
28
29
31
32
33
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1. About Clúid
Who we are
Clúid Housing Association (Clúid) develops
and manages social and affordable rented
housing for people on low incomes and people
with special needs. Clúid was registered as a
company in February 1994; it is a registered
charity and a non-profit making organisation.
Clúid is a dedicated housing organisation.
We aim to provide quality housing and services
to enable people to create homes and thriving
communities. Clúid is one of the largest
housing associations in Ireland, owning and
managing over 3,900 homes across the country.
We are also providing tenancies in a further
850 homes that are owned and leased to us
by local authorities or private owners. Clúid is
also providing managing agent services. Since
the economic downturn, we have been seeking
new funding mechanisms so we can continue
to provide homes for people in housing need in
these challenging times.
Clúid is an Irish word meaning ‘the seat
beside the fire’; the corner seat that was
vacated for the guest, or reserved for the
venerable elderly member of the family.
The idea of neighbourliness and home is
central to Clúid’s work.
Tenants are drawn from the waiting list of
the local authority in whose area housing
is being provided. Clúid aims to create
mixed, sustainable communities where each
household feels at home and where each has a
contribution to make to the community.
Approximately 10% of our homes are sheltered
housing for people over the age of 55.
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Clúid is managed by a team of full time
staff who report to the Chief Executive, Brian
O’ Gorman. As a non-profit making company,
Clúid has a voluntary Board of Directors that we
report to regularly. Details of our Directors and
senior staff can be found on the Clúid website.
We have two regional teams: Clúid East and
West, each led by a Regional Director. Estates
are managed by Housing Officers, and on
some estates there are scheme-based staff like
Scheme Managers or Caretakers. The regional
teams are supported by a national office in
Dublin, which includes our Contact Centre for
tenants. Clúid is very proud to have been voted
a Great Place to Work® by our staff for the last
four years.
Clúid is a member of the Irish Council for Social
Housing (ICSH). The ICSH is the national social
housing federation representing over 300
housing associations across Ireland. Together
we aim to contribute to the development of
housing policy in Ireland.
See also www.cluid.ie
How you can contact us
The
Our Contact Centre is the main point of contact
for our tenants and all other customers.
We
Our phone number:
01 7072088
Contact Centre Advisors will aim to
resolve the majority of calls there and then.
will keep a record of your call on our
computer system. This information is kept
so that we can respond to your calls in an
efficient way. Of course the information is
kept confidential.
There
is no automated service and no
lengthy waiting messages. The call will
be answered as quickly as possible by the
Contact Centre Advisors.
If
Our email address:
[email protected]
Our opening hours:
9am – 5pm
Monday to Friday
The Contact Centre is based in Dublin but takes
calls from residents all over the country.
Please
call the Contact Centre anytime you
need to contact Clúid.
All
post and email will also go to the
Contact Centre.
Our
team of eight Contact Centre Advisors
will book repairs, answer questions about
your rent and handle all sorts of other
queries about your tenancy
or estate.
the Contact Centre is very busy you will be
given an option to leave a message for the
Contact Centre to call you back.
Calls
will be recorded for training and
service improvement purposes.
When the Contact Centre is closed (e.g. in
the evenings or at weekends) you can still call
the same number, 01 707 2088. You will have
the option to be transferred to a separate
out-of-hours service for emergencies or to
leave a message for the Contact Centre. See
Section 5.3 for more details on the out-of-hours
emergency service.
Local offices
If you have a Scheme Manager on your estate
he/she will advise you of his/her working hours
and how to contact him/her.
Housing Officers also carry out regular visits to
the estate. If you wish to make an appointment
to meet with your Housing Officer, please call
the Contact Centre.
The Contact Centre will help your Housing
Officer and other staff by booking repairs
and handling general queries. If the Contact
Centre cannot address your query, your call will
be passed to the relevant staff member and
responded to as quickly as possible.
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2. Your Tenancy
2.1 Being a Clúid tenant
When you become a tenant of Clúid we give
you the right to occupy the property as your
home. The property remains in the ownership
of Clúid or a third party (like the local authority
or a private owner). You will sign a tenancy
agreement and Clúid will also sign it. This
tenancy agreement sets out the terms on
which you occupy the property. In signing the
agreement both you and Clúid have obligations
to each other and to the other residents on the
estate. The Housing Officer will explain them to
you before you move in.
The tenancy agreement is our promise to
each other that both tenant (you) and landlord
(us) honour their obligations. But of equal
importance are your obligations to each other
as neighbours. In signing the agreement
you make commitments to your neighbours.
Respecting and fulfilling these commitments is
your responsibility.
Why do I need to know the details of
the tenancy agreement?
The tenancy agreement is a legally binding
document. If the agreement is not kept it
can result in Clúid taking action which can
lead to eviction. It’s also important that you
understand what you are committing to. If
you want to ask any questions about your
rights and responsibilities, you can ask the
Housing Officer.
What is a probationary period?
The first six months of a new tenancy are a
probationary period. That means that new
tenancies can be terminated automatically
during the first six months if Clúid has concerns
about the tenant’s behaviour, e.g. if he/she
is not paying rent on time or engaging in
anti-social behaviour. After 6 months, if you
successfully complete the probationary period,
you will enjoy greater security of tenure. Of
course, we can still take action if you breach the
tenancy agreement at later stages.
What is meant by a joint tenancy?
A joint tenancy can be between any two adults
or more who are permanently resident in the
dwelling. The most common type of joint
tenancies are signed by couples. Should the
status of a couple change due to separation,
divorce or death, the tenancy agreement will be
changed. In the case of separation or divorce
one tenant will have to surrender their right to
the tenancy.
What if my partner joins me after I sign
the tenancy agreement?
Talk to your Housing Officer about whether
or not you want to include your partner in the
agreement. You must speak to the Housing
Officer about any impending changes in your
household size. If someone wants to join the
household at a later stage, you will need to
request permission from your Housing Officer.
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What happens if we have
more children?
We have allocated you a house or apartment
according to the size of your family. If your
family grows and your home becomes
overcrowded we will support you to seek other
housing that suits your needs. Depending on
the type of dwellings and the level of vacancies
in your current estate this may have to involve
moving to another estate or transferring into
local authority housing.
Can my children inherit the tenancy?
It is possible for a child to inherit the tenancy.
He/she must be over 18 years of age and must
have been genuinely living in the property.
But the decision is at the discretion of Clúid.
In some cases Clúid may reserve the right to
take back the property when the original tenant
dies. For example we need dwellings that were
built for disabled persons back so we can house
other people with a disability. Should you wish
a member of your family to inherit your tenancy,
you should talk to your Housing Officer.
Can I buy my home?
No. As a non-profit making Housing
Association, we are currently obliged by
legislation to keep our properties within the rental sector, so you cannot purchase your home.
However, as a Clúid tenant you may be eligible
for the mortgage allowance scheme if you
decide you want to buy a private property
or build a house and return your present
property to Clúid. You must be a tenant with
a housing association for more than one year
to qualify. The mortgage allowance scheme
offers help with your mortgage for the first five
years. Contact your local authority for more
information on the mortgage allowance scheme
or any other purchase options.
Can I keep a pet?
Clúid tenants living in apartment blocks are not
permitted to keep pets. Tenants in houses may
keep domestic pets if they wish, as long as they
are adequately supervised and do not create a
nuisance. You need to obtain permission from
Clúid before getting a pet. Certain types of
dogs and other animals, like poultry, pigs or
horses, are not permitted.
2.2 Renting a leased or Clúid owned
property
The majority of our properties are owned by
Clúid – we built or purchased them and then
allocate them to a tenant.
But we now also provide housing in properties
that we lease from other property owners. In
that case we have a legal agreement with the
property owner to lease the home for a fixed
period, usually between 5 and 20 years. Clúid
then enters a tenancy agreement with the
tenant. This is for a fixed term tenancy to end
on the same date as our lease with the property
owner ends.
Apart from the fixed end date of the tenancy
the other legal obligations for both the tenant
and Clúid as the landlord are the same as if
Clúid owned the property.
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If you have a fixed term tenancy and the end of
the lease is approaching we will either nominate
you to another Clúid property if one is available,
or liaise with the local housing authority where
you live to seek to find you suitable alternative
housing that meets your household’s needs at
that time. We will give you as much notice as
possible and keep you informed at all stages to
allow this to happen as smoothly as possible.
2.3 Clúid’s responsibilities and tenants’
responsibilities
Here is a brief summary of some of the
responsibilities that you (as tenant) and we (as
landlord) have. Check the tenancy agreement
for all other terms of the tenancy.
to the terms of the tenancy agreement
Provide
adequate notice of rent or service
charge increases
Provide
tenancy
Carry
Keep
Pay
to the terms of the tenancy agreement
rent weekly in advance
Provide
details of your household income
every year
Provide
adequate notice when moving
out – 4 weeks
Replace
any original fixtures and fittings
when leaving the property
Maintain
the property (and garden if
applicable)
Allow
reasonable access by Clúid for repairs
and maintenance
Do
not interfere with any neighbours’
peaceful enjoyment of the estate
Complete
repairs which are your
responsibility (See Section 2)
Wait
Clúid
Keep
Tenant
adequate notice to end your
out cyclical maintenance
Have
insurance for the dwelling (only the
structure, not the contents)
Maintain
the communal areas including
communal gardens (unless they are the
responsibility of a management company)
Complete
repairs which are Clúid’s
responsibility (See Section 2)
for approval in writing before you make
any alterations to the property (other than
internal decoration)
Insure
your belongings against accidental
damage, fire and theft
2.4 Customer care
Clúid aims to provide an efficient and
responsive service to all tenants. We want our
tenants to live in good quality homes and to
be satisfied with the services we provide.
Our Contact Centre is set up to resolve the
majority of your queries straight away, e.g.
by ordering a repair or answering your rent
queries. Our Contact Centre Advisors are
trained to provide an efficient and friendly
service to all our customers.
We continually review our services and try
to find ways of improving them. We listen
to feedback we get from tenants when we
develop our standards and our policies. Our
customer care standards set out how we will
relate to you.
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What can I expect from Clúid staff?
As a tenant, you can expect us:
To
listen to you and take your views seriously
To
treat you with courtesy and respect
To
treat you fairly and equally, irrespective
of your age, gender, religion, ethnic
background, disability, marital status or
sexual orientation
To
be honest and upfront in our dealings
with you
To
give you helpful and informative
responses to any issues you may have in
your Clúid home
To
see you at agreed times and keep you
informed of any delays
To
respond to your phone calls or letters as
quickly as possible
To
help you with completing Clúid forms if
needed
All your formal rights and responsibilities
as a tenant are of course detailed in your
tenancy agreement.
2.5 Right to complain
If you are unhappy about any aspect of our
work or feel unfairly treated, please let us know.
Your views are important to us.
Of course, in addition to complaints and
criticism Clúid also welcomes all positive
comments or suggestions from tenants and we
encourage you to let us know what you think!
When you make a complaint, we will always aim to:
Acknowledge
Ask
you how you would like us to resolve
your complaint
To
Inform
To
Resolve
explain documents and procedures to
you in a straightforward manner
welcome you in offices which are clean,
tidy and accessible where possible
To
respect your privacy and confidentiality
wherever possible
your complaint
you of what action we will take to
address your complaint
your complaint quickly and fairly
Give
you an opportunity to discuss the
matter personally
The complaints procedure involves four stages.
What do we expect from you?
Of course the relationship goes two-ways and
we rely on your co-operation to help us provide
a good service. We expect you:
To
treat our staff and contractors with
courtesy and respect
To
be honest and give us correct information
about your household, your income and any
other information we legitimately require
To
keep appointments or give us advance
notice if you cannot make an appointment
To
help us improve our services by giving
us feedback
Who do I tell if I am dissatisfied with a service from Clúid?
If
you are not satisfied with something we
have done or not done, please contact the
Contact Centre or your Housing Officer. We consider this an informal complaint or Stage One.
The
relevant staff member will aim to resolve the issue on the same day. If this is not possible, we will outline any actions we will take and the expected
timeframes for this.
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What if I’m not happy with the
outcome?
You
can make a formal complaint – this is
Stage Two.
You
can make your formal complaint verbally
or in writing. A complaint form is available
for this purpose. You can also make your
complaint through an advocate.
Complaints
about a member of staff must
be put in writing and sent to the Contact
Centre Manager.
You
will receive an acknowledgment of the
complaint within one working day and a full
response within 10 working days of making
the formal complaint.
If
you are not satisfied with the response,
you can bring the complaint to the next level
(Stage Three). You must let us know within
10 working days.
Who will look into my complaint at
Stage Four?
The
Director of Operations will be
responsible for Stage Four complaints. The
Director of Operations will only consider a
complaint when the complaint has already
been through the first three stages.
Again,
you will receive an acknowledgement
within three working days and a full
response within 20 working days.
At any stage of the process, we will keep you
informed if we cannot resolve the issue within
the expected time frames.
If you have feedback on how we handled your
complaint, we will be glad to hear it.
2.6 Confidentiality and data protection
What happens next?
The
Customer Services Director will be
responsible for complaints at Stage Three,
but may ask other Directors within Clúid to
investigate the complaint.
The
Customer Services Director will only
consider a complaint that has already been
through the first two stages.
You
will receive an acknowledgement
letter within three working days and a full
response within 20 working days of referring
the complaint to Stage Three.
If
you are still not satisfied with the outcome,
you can refer the complaint to Stage Four.
This must be done within 10 working days of
our response.
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The information we keep on file about you
is confidential. We will not give information
about you to third parties unless you tell us
that we can. But there are some exceptional
circumstances where we have to disclose
information about you. For example:
We
will give information to An Garda
Síochána if they are investigating a
serious crime.
We
will give information to the health
services or An Garda Síochána if there is a
serious risk to someone, a child for example.
We adhere to all legislation that applies to call
recording and in particular the provisions of the
Data Protection Acts. Clúid uses call recording
of incoming and outgoing calls as a method
of improving quality of service and protecting
staff. This is because we recognise that the
quality of calls is imperative in delivering an
excellent customer service experience.
Our call recording policy is clear that recordings
will only be used for the following purposes:
Training
Sharing
and expanding knowledge base
of Clúid staff
Improving
customer service and measuring
performance
Proof
of information and advice given
to customers e.g. informing tenants of
a recharge
Proof
of instructions to contractors/suppliers
Evidence
of abusive calls or hoax calls
Evidence
during investigations of complaints
made against Clúid staff
Evidence
of vexatious complaints
We tell all callers when they ring that calls may
be recorded.
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3. Your Move
3.1 Moving in
3.2 Financing the move
Below are some practical suggestions and
reminders to help in the smooth running of
those first weeks and months:
Extra costs should be expected during and after
the move. There are obvious costs involved in
moving house such as:
Check
with Electric Ireland, Bord Gáis or
other utility providers that everything is
in order.
Organise
connections with providers of
phone lines, broadband or cable/digital TV
etc. if you want them
Notify
the relevant people and organisations
of your new address, e.g. social welfare, tax
office, your bank etc.
Contact
An Post if you want your mail to be
redirected to the new address
Organise
your household refuse collection
Who is responsible for setting up
accounts for utilities?
It is up to you to ensure that accounts with
utility companies like Electric Ireland or Airtricity
are in your name. You also need to contact
phone/broadband providers and TV companies
if you want connections. Please note that there
are restrictions on aerials and satellite dishes
so check with your Housing Officer before
connection! Remember also that some utility
companies may require a deposit before they
set up a new customer account. See Section 9
for relevant phone numbers.
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Furniture
Buying
removal costs
furniture, electrical goods etc.
But there are also extra costs which are often
forgotten, such as:
Household
contents insurance
Connection
charges for phone lines,
internet, TV etc.
Deposits
Oil,
for utility companies
heating, fuel
Redirection
Bin
of post
collection charges
You might find it useful to make a list of what
you need to buy for the move and maybe
spread out the extra costs over a period of
time. You may find the budget sheet useful in
helping you plan the move. See below.
A good rule of thumb is to:
Know
what your budget is
Decide
Shop
what is essential and what can wait
around and compare costs
Personal budget sheet
Weekly spending
Amount
Irregular spending
Rent
Clothes
Fuel & Electric
Health care
Shopping
Insurance
Childcare
Cosmetics
Phone bill
Holidays
Transport
Presents
Social
School uniforms
Newspapers/mags
Special events
Cigarettes
Loans
Pocket money
Cable TV
Snacks/lunches
TV licence
Bin tags/refuse collection
Motor tax
Amount
Car insurance
TOTAL
E
TOTAL
E
Total income
E
Total spending
E
BALANCE
E
Move in costs
Transport
Curtains & rails
Floor covering
Beds & bedding
Kitchen utensils
Electrical goods
Living room furniture
Decorating
School uniforms
Connection costs
Contents insurance
Refuse collection
Re-directing post
TOTAL
Amount
E
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Who do I speak to if I am worried
about money?
If you would like to speak to someone about
money worries or if you need advice on
managing your budget, you could contact
your local MABS (Money Advice & Budgeting
Service) or log on to www.mabs.ie. They
provide a confidential and free service.
See also www.mabs.ie
3.3 Insuring your belongings You are responsible for insuring household
contents against accidental damage, fire and
theft – we only insure the structure of the house
and not your furniture and other belongings.
Ask whether the insurance covers broken
glass in doors and windows, as this is also
your responsibility. You can organise contents
insurance through an insurance company,
Credit Union or bank. Estimate the value of
all your belongings, including furniture, white
goods, electrical goods, jewellery etc. Then
shop around for quotes and ask what options
are available for payment.
We always recommend that you have
contents insurance. Replacing electrical
goods, clothing and other belongings can
be very expensive after a flood/major leak
or burglary.
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4. Your Rent And Other Charges
4.1 Your rent
Rent makes up the bulk of our income and pays
for the ongoing maintenance of your home
and estate as well as the running costs of Clúid.
Clúid is a non-profit organisation.
We take failure to pay rent very seriously.
On most Clúid estates a ‘differential rent’
applies, which is calculated on the basis of
your household income. Those on higher
incomes pay more rent than those on lower
incomes. Different rent schemes may apply
depending on whether we own the estate
or lease it from the local authority. A small
number of estates have a fixed rent instead
of an income-based rent.
What is the Clúid rent year?
The Clúid rent year begins the first Monday in April and runs for 52 weeks, until the beginning
of the following April.
What kind of services may be covered
by a service charge?
The sorts of services that are covered in the
charge could include:
Additional
wardens
staff such as caretaking and
Additional
cleaning services, e.g. in
apartment blocks
Management
Bin
Agency fees
collection
Security
Heating
and lighting of lobbies and other
common areas
Lifts,
door entry systems, fire alarms etc.
These are examples only. There could be
different items covered in the service charge in
your estate.
Do I get a rent book?
All your payments are recorded on our
computer system and you will receive a rent
statement every three months.
4.2 Service charges
Some estates have additional service charges
included in the rent. Where a charge is applied
they are unique to that particular estate or
apartment block and depend on the costs
of the services provided. These services are
additional to those that Clúid usually provides
but are a necessary part of the estate you live
in. If you want to find out more about what
is included in your service charge, ask your
Housing Officer.
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How much will the service charge be?
The service charge amount is reviewed annually
before the start of the new rent year. The
service charge is based on the actual cost of
providing the services on your estate. You will
be given a detailed breakdown of the service
charge each year. We will give you two weeks
minimum notice before the new service charge
amount is applied to your rent. The decision of
Clúid Housing Association is final on the service
charges levied on an estate.
What about refuse charges?
How can I pay my rent?
Depending on which part of the country you
live in, you may have to pay bin collection
charges to the local authority or to a private
company. In both cases it is your responsibility
to organise payments. In certain circumstances
some residents may be entitled to apply for a
waiver. You should check this with your local
authority. If you live in an apartment block your
refuse charge is included in the service charge.
There are several ways of paying your rent.
4.3 Paying your rent and
service charges
Household Budget or Standing Orders are likely
to be the most convenient options: they take
little time to set up and are a hassle-free way of
paying rent from then on.
Standing
account)
Order (set up from your bank
Household
Budget (if you receive Social
Welfare Benefits)
Electronic
transfer (using banking online)
Post
Office Swipe card, known as Billpay
(this can be used at the post office or any
shop with a PostPoint facility)
RENT IS DUE IN ADVANCE
We calculate and charge your rent on a weekly
basis. The rent week begins on Monday and
rent is payable in advance. That means all
payments must be made by the end of the
previous week.
You can also pay rent monthly. This also has to
be paid in advance. Your rent would then be
calculated over the year. For example if your
rent is E30 per week, you would be paying
E1,560 for the year. Your monthly payment
would then be E130.
Before you move into your new home you
need to pay one week’s rent and then continue
paying each week in advance.
It is your responsibility to keep receipts / bank
records of payments made.
For locations of PostPoint facilities see
www.postpoint.ie
What do I need to know about Bank
Standing Orders?
With this method you authorise the bank to
deduct the rent from your account on a regular
basis. It’s a great payment method as it saves
you the effort of having to remember and
organise payment every week. But you must
always have enough money in the bank. Even
if you are a few cents short on the day the
deduction is made, the bank will not pay and
you will accumulate rent arrears. Some banks
may charge a small fee for this service. You also
need to alert the bank in advance if your rent
changes after the annual assessment – we will
remind you of this.
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How does Household Budget work?
When you pay by Household Budget the rent
is taken from your social welfare payment each
week. The scheme is operated by An Post and
in order to qualify, you must be getting a certain
social welfare payment and your payment must
be paid through your local post office. The
Household Budget Scheme is free of charge.
Please note it can take several weeks to change
Household Budget payments if you need to
change your payment amount.
You can download the Household Budget
form from An Post
www.anpost.ie > personal customers > social
welfare > household budget form
4.4 Missed payments
What happens if I miss more than
one payment?
We will act quickly if you fall behind in your
rent payments. Failure to pay rent will result in
contact from the Contact Centre staff and from
your Housing Officer who will write or call to
see you about your arrears. You will be asked to
repay the arrears as quickly as possible and we
will monitor this closely.
Can non-payment lead to legal
proceedings?
Yes, if you have rent arrears and fail to keep
to a repayment programme that you have
negotiated with your Housing Officer. Serious
rent arrears may result in notice to quit and
we will apply to Court to have you evicted
from the property. In addition to taking back
the property, we can also apply to court for a
debt judgement against you. This will seriously
damage your credit rating and will make it
much more difficult for you to borrow money or
buy items on credit.
Your rent has been assessed according to
your ability to pay. We take the failure to pay rent very seriously. We will take legal
action if necessary.
What happens if I miss a payment?
When you sign a tenancy agreement you make
a legal commitment to pay rent regularly and
in advance. If you miss a payment it is very
important that you phone the Contact Centre
and explain why the payment was missed and
when you will make a payment.
20
What happens if I cannot keep to
the agreement?
It is important that you speak to your Housing
Officer as soon as possible. Don’t ignore rent
arrears or any other debts you may have –
they don’t go away. The earlier you deal with
debts the better. If you are having money
worries contact your local Money Advice &
Budgeting Service (MABS), who offer free and
confidential advice.
I think arrears shown on my account
are wrong. What can I do?
Please contact us. We will check the account.
We may need you to provide proof of payment,
so you should keep all your rent receipts in a
safe place. If there has been a mistake, we will
put it right.
FAILURE TO PAY RENT WILL RESULT IN YOU LOSING YOUR HOME.
4.5 Your statements
It is advisable that you keep records of your
payments (like receipts and bank statements).
This is what the statements will look like:
It
will state your rent account number.
It
will state your tenancy address.
It
will say if your account is overpaid, in
arrears or up-to-date.
If
the balance has a minus sign, this means
an arrear that is overdue.
If
the balance does not have a minus sign,
this means your account is in credit.
If
the balance is nil, your account is perfectly
up-to-date – you have paid exactly the rent
that was due.
You will receive quarterly statements of your
rent account every three months. And of course
you can request a statement at any time –
please call the Contact Centre for this.
If you have any sub-accounts, you will receive
statements for those also. E.g. you may have
a sub-account for repair costs that were
recharged to you. Or on some estates there
are sub-accounts for the use of the woodchip
heating system.
21
Example of a statement:
Rent Account Statement
Account Number: 000000111100000
Property Address: 11 Daffodil Drive
Your account is in arrears – Please arrange payment
This is the
date we apply
the charge or
payment to
your account.
Debit = This shows
the date you
actually made
the payment e.g.
30th Jan 2012
Date Paid
Description
Debit
06 Feb
2014
Charge for period 6 February 2012 to
12 February 2012
52.56
06 Feb
2014
Billpay 300112
13 Feb
2014
Charge for period 13 February 2012 to
19 February 2012
13 Feb
2014
Billpay 030212
20 Feb
2014
Charge for period 20 February 2012 to
26 February 2012
Current balance – Arrears due
22
the rent that is
due that week
and charged to
your account
Credit balance
= Arrears due
Credit
-8.74
55.00
52.56
46.26
-6.30
55.00
52.56
Balance
48.70
-3.86
-3.86
5. Your Home
5.1 Reporting a repair
We will:
When there is something in your home that
needs repairing, please check first whether the
repair is your responsibility. See Section 5.4
you how quickly we aim to complete
the repair.
Tell
you a repairs order number so that
you have a record of reporting the repair.
You should use this number any time you
make follow up calls about the repair.
Give
If you believe that Clúid is responsible to carry
out the repair you will need to:the Contact Centre to report
the problem
Phone
Provide
Where
possible, we will tell you the name
of the contractor who will be carrying out
the repair.
exact details of the problem
For
all urgent and routine repairs, the
contractor will contact you within 2 days to
agree an appointment with you
How quickly will Clúid respond to repairs and what must I do to assist?
The timeframe for repairs depends on the urgency of the problem. We have three different categories:
Type of repairs
Clúid’s response time
Your responsibility
Emergencies
(e.g. no heating in cold
weather, no drinking water)
24 hours
You or someone you trust
must wait in your home for
a contractor to arrive. We
will aim to get to you within
4 hours.
Urgent
(e.g. partial failure of the
heating system)
5 working days
We will need a contact phone
number from you so that the
contractor can get in touch
with you.
Routine
20 days
(or up to 40 days if an
inspection is required first)
You or someone you trust
must give access to your
home to the Housing Officer
(for any inspections) and
to the contractor (for the
repairs). You will of course be
notified in advance.
If you suffer from a disability, it may be possible to respond to repairs in a shorter timeframe. Please make sure to provide details of your disability when reporting the repair.
23
Inspections
Sometimes we need to do an inspection before
ordering the work. We will contact you and
make an appointment. If no one is at home to
meet the Housing Officer the repair order will
be cancelled. We will leave a note to explain
this. If you still need us to carry out the repair
you will have to contact our Contact Centre.
Following inspection any necessary work will be
completed within 20 working days.
How should I deal with repairs during
the defects period?
During
the first weeks in the new property
you will be required to jot down all problems
and “snags” on a snag sheet. You will be
given a snag sheet at handover.
The
snag sheet is for all small and nonurgent problems.
Your
Housing Officer will let you know when
to hand back in the snag sheet.
Do
How does Clúid check the quality of repairs?
Our staff check some repairs when they are
completed (on average 1 in 10 jobs). Our
Contact Centre will also phone some tenants
after repairs are completed to make sure you
are happy with the contractor and the repair
carried out. This will help us to improve the
service you receive. We are grateful for your
support in taking a few minutes to speak to our
Contact Centre Advisors when they phone.
not report repairs directly to the
builder – even if they are still working on
site. We need to know about all the repairs
that occur in your property, so please list
them on the snag sheet.
Emergency
repairs should be reported
immediately to the Contact Centre.
You
must allow all reasonable access to our
staff and/or contractors to carry out repairs
and inspect the property.
If
the builder does not come at the agreed
time or if you are not satisfied, please inform
the Contact Centre
Remember
5.2. Repairs in newly built properties
All newly built properties will have small
problems and repairs. These are known as
defects or snags. The defects or snagging
period is the time in which the builders who
built the properties are responsible for all
repairs. Depending on the estate this period
will last 6 or 12 months. Although we will aim
to get the builder to carry out the repairs in
the same time period as our normal repairs,
this may not always be possible. Please be
patient and all repairs will be completed within
the defects period. We will keep you informed
during this time.
non-urgent problems will
be repaired within the defects period
and it may not be possible to deal with
them immediately.
5.3 Out-of-hours emergency service
Clúid has an out-of hours service for
emergencies. The service is available to tenants
outside office hours, i.e. daily from 5pm to
9am, at weekends, on public holidays and over
Christmas. The service covers emergencies
only, e.g. fire or flood. The service is accessed
through the main Contact Centre number:
01 7072088
24
Your Responsibilities
When should I use the
emergency out-of-hours service? You should use the emergency service
If
there is major damage to your home and
If
that damage creates a risk to the safety of
your household, or of the building
If
the Clúid office is closed
It should NOT be used to report repairs, such
as minor leaks, broken door locks etc. Please
note there is a charge of E25 per call for prank
calls or inappropriate use of the “out of hours” service.
You must repair or replace any parts of the
building that are damaged by you, by members
of your family (including children) or your
visitors. This includes damage to the structure
of the dwelling as well as installations, fixtures
and fittings. It also includes damage to the
outside of the property. If we have to carry out
any of these repairs you will be charged.
You are also responsible for the following:
Outdoors
Replacing
TV aerials (except in apartment
Repairing
or replacing gate and shed latches
Replacing
broken glass and window panes
blocks)
and bolts
5.4 Repair responsibilities
Cleaning
gullies, for rainwater, washing
machines etc.
Clúid’s Responsibilities
Replacing
Our responsibilities are to:
Replacing
Repair
the structure and the outside of
properties. This includes drains, gutters and
external pipes
Repair
and maintain the main services such
as water, gas, electricity, sanitation, space
heating and heating of water
Repair
any steps and paths that is an
essential means of access to property
Repair
any boundary wall or fence provided
by Clúid
Repair
and maintain all communal lighting
(unless taken in charge by the local authority)
Repair
and maintain all common areas
around apartments, i.e. any area not part of
your premises which are shared with other
tenants including halls, stairways, lighting,
fire alarms and lifts
lost/missing gully grids
bulbs to security lights on the
outside of your home, (but not lights in
common areas/streets)
Replacing
locks
lost keys to door and window
Repairing/replacing
pushes
Re-fixing
windows
defective door bell
loose handles to doors and
Replacing
lost or stolen fobs, swipe cards,
post box keys (or paying back Clúid for the
replacement of same)
Oiling
door and window hinges and locks
Replacing
letter box covers
Maintain
open spaces, drainage, roads etc
(unless taken in charge by the local authority)
Periodically
paint the exterior of houses
where required
25
Indoors
What else am I responsible for?
Replacing
plugs and chains to sinks, wash
hand basins and baths
Repairing
surface damage to internal
plasterwork
Replacing
damaged pelmet, picture and
curtain rails
Re-tightening
Unblocking
loose fixtures and fittings
sinks and wastes
Replacing
hoses to showers and shower
Replacing
internal light bulbs
Resetting
trip switches
heads
Replacing
broken toilet handles and
toilet seats
Re-fixing
windows
You are also responsible for:
Taking
reasonable steps to prevent pipes
freezing in winter. See Section 5.7
Preventing
drains from becoming blocked.
You will be charged for blockages caused by
toys, toilet fresheners, nappies etc.
Properly
installing washing machines and
electrical and gas appliances, by using only
suitably qualified professionals to carry out
this work.
Allowing
Clúid staff and contractors access
to the property to inspect or carry out
repairs. Clúid will give at least 24 hours
notice unless it is an emergency.
loose handles to doors and
Installing
washing machine, cooker,
dishwasher etc.
Replacing
meter cupboard doors
Cleaning
chimneys (in some properties
– see below)
Replacing
Bleeding
radiators
Removing
toilet pans
Re-sizing
26
scale from taps, sinks, baths and
doors to fit over floor coverings
Replacing
Carrying
fire grates
batteries to fire alarms
out internal decorations
Who is responsible for chimney
sweeping?
This depends on the heating system in your
home. We will sweep your chimney every year if you have
a
stove or range fitted by Clúid
a
back boiler
electric
storage heating with an open fire
If you have gas or oil central heating, we
assume that the open fire is only a secondary
form of heating. That means you are
responsible for sweeping the chimney if you
use the open fire. It is important to have the
chimney swept to reduce the risk of carbon
monoxide poisoning. See also Section 6.6
What is a re-chargeable repair?
You must pay us any costs we run up in
repairing damage caused by you or as a
result of you failing to carry out repairs you
are responsible for. These are known as rechargeable repairs. You will also be charged
if we incur unnecessary call out costs, e.g. if
we could not gain access to the property at
the time we agreed with you, or if we were
called out to inspect faulty electrics when it was
only a case of tripped switches. If you feel the
re-charge is unfair, you can make a complaint
following our complaints procedures.
5.5 Dealing with common problems
A few simple checks and actions may solve
a problem in your home without the need to
report a repair. Consult any manuals we have
provided you with, e.g. for the heating system.
What if my heating breaks down?
When it comes to the heating and plumbing
systems there are a few things that you can
check out before calling the Contact Centre.
Don’t take any risks in deciding whether or not
you can sort out the problem. If in doubt call
our Contact Centre.
Consult any written information you have
received about the heating system – using the
heating system effectively and efficiently will
save you money.
What if there’s a leak?
1. Try to identify the source of the leak.
2. Do what you can to minimise the damage.
E.g. lift the carpet or lino around the area,
move any furniture or belongings and where
possible use a container to catch the water.
3. Call our Contact Centre.
4. If the leak is bad you may need to turn the
water off at the mains.
5. You may also need to drain down the
upstairs water tank.
It’s always good to know where your stopcock
is - this can help minimise the damage to your
home.
What if there’s a flood?
1. Turn the water off at the mains and call the
Contact Centre.
If you smell gas, call Bord Gáis immediately
on 1850 20 50 50.
1. Check that you have oil in the tank or credit
on the gas card.
What if the electrics aren’t working?
2. Check the thermostat and timer – it may
be set at the wrong temperature or to the
wrong operating times
1. Check the fuse box / plug. Are trip switches
in the right position?
3. Use the radiator key to check for air locks –
bleed the radiator.
5. Is the on/off lever to the oil tank or gas
meter in the correct position?
6. If none of the above work, then contact the
local office.
2. Do your neighbours have power? If not,
there may be a power cut in the area.
3. Turn the mains off if you smell burning or
see smoke.
4. Contact the Contact Centre.
27
5.6 Condensation
Condensation occurs where water is visible as a
mist on windows and wall surfaces. It is not so
obvious on painted or papered walls, but can
still be there. Condensation can cause black
mould growth which is bad for your home and
your health.
Fact
Sheet
Preventing condensation
There are many simple ways to
reduce condensation. Here is
some advice:
Produce
less moisture in
your home.
pots and pans
when cooking.
Do
not dry wet clothes on
the radiators.
Vent
tumble driers to the
outside air.
Do
not use bottled gas
heaters in your home.
Keep
trickle ventilators
open when somebody is in
the room.
Ventilate
kitchens and
bathrooms when in use;
open the windows.
Cover
Don’t
leave kettles boiling.
Close
kitchen and bathroom
doors when in use, as this
will help prevent moisture
reaching other rooms,
especially bedrooms which
are often colder and more
likely to get condensation.
Dry
washing outdoors
if possible.
drying wet washing
indoors, then put it in
the bathroom with the
door closed and windows
left open.
If
Avoid
putting too many
things in your cupboards
How do I remove mould?
If
you find any mould in your property, wipe
it off immediately with water using a sponge
or clot.
Do
not use washing up liquid.
Apply
diluted bleach solution to the wall
or use recommended mould removal
products available from a DIY store. Read
instructions carefully before using it. Also
wear rubber gloves.
28
Any black mould growth indicates excessive
moisture and gives warning that the heating,
structural insulation or ventilation or all three
may not be effective. Please report any black
mould growth to your Housing Officer.
He/she will advise you in relation to the
condensation. It should, however, be noted
that all Clúid properties have ventilation that is
in accordance with building regulations at the
time of construction.
and wardrobes as this stops
air circulating.
Use
extractor fan in the
kitchens and bathrooms (if
installed) or open windows.
Do
not block any air vents in
your home.
Wipe
excess condensation
off windows and surfaces
with a towel every morning.
The
air in your home holds
water and given the chance
this water will find the
coldest point in any room
on which to condense. The
secret to condensation and
mould management is to
know where cold points are
and to keep them clean and
wiped down regularly.
Dry
clean clothes and shampoo carpets that
are affected by mould.
DO
NOT paint over mould, it must be
properly cleaned/removed first. Then use
special (fungicidal) paint to help prevent
mould recurring.
Please remember the best weapons
against condensation are a combination
of background heat and good ventilation.
Following the above guidelines will help to
protect your home from black mould growth
and its harmful effects.
5.7 Cold weather advice
Cold weather can cause a number of problems
for buildings. It is therefore important to be
prepared and to know how to prevent damage
to your home. If in doubt about what you
should do, call the Contact Centre.
Water systems generally
Conserve
water as much as possible to
reduce the likelihood of supply interruptions.
Do not leave taps running overnight.
Ensure
that you know the location of your
internal stop tap for turning off the water
supply. This is generally under the kitchen
sink. Older properties may not have an
internal stop tap but one that is located
near the property boundary, generally on
the footpath or verge. Before any problem
arises, make sure you know where your stop
tap is and that you can turn it on and off
(i.e. that it’s not stuck or seized).
What if I discover a frozen service pipe
- i.e. no water in cold tap in kitchen?
You will know that the mains water supply is off
if the cold tap at the kitchen sink is not working.
Use water from the attic tank as sparingly as
possible until normal service returns. Conserve
water usage by avoiding taking showers or
baths when possible. If taking a shower keep
the duration as short as possible. Only flush
toilets when necessary. Do not leave taps
running when washing - fill a small amount of
water in the wash hand basin.
Switch off central heating system and seek
advice from Clúid whose plumber is familiar
with the property before continuing to use.
Most heating systems can continue to be used
but particular care is needed when dealing with
solid fuel or back boiler type systems.
Try
to maintain heat in the internal pipe
network. This can be done by
- Leaving on the heating system for longer periods
- Opening the attic trap door to allow warm air from the house to circulate around the attic pipework
- Leaving on a light in the attic to generate heat.
- If a property is to be left unattended for a period of time, shut off water supply at stop tap.
What if I have water in the cold tap in
the kitchen but no water in other taps
or cisterns in the house?
This means you’re likely to have a frozen
internal water pipe.
Switch
off water supply to property at
stop tap.
Contact
Clúid to check out system once the
temperature has risen.
Check
attic and ceilings for signs of leak
– if you detect a leak, drain the attic tank by
running bath taps.
29
I’ve discovered a leak. What do I do?
Immediately
switch off the water supply to
the property at the stop tap
Drain
the system by running taps
Contact
our Contact Centre
Switch
off the central heating system and
run down any other solid fuel heating
source. Only if the plumber can confirm
that the leak is in the water system and
not the heating system should the
heating system be turned back on.
Fact
Sheet
Dealing with heating
systems in severe
weather
Here is some common advice
for all heating systems:
Try
to prevent sections of
heating pipework from
freezing. Are pipes in
unheated sections of your
home insulated?
Turn
on heating in the
building for longer periods
than normal.
In
extreme conditions do
not leave sections of the
building unheated for
extended periods. Turn on
radiators in all areas for at
least one hour per day to
build up heat in the area.
30
Attic
spaces are particularly
prone to freezing. You can
leave the trap door to the
attic space open to let warm
air from the house circulate
to the attic. However this is
very wasteful of heat over a
long period.
Get
a qualified electrician to
install a light over the water
tank and expansion tank
(the expansion tank in older
systems is generally a small
tank often located over the
water tank with a swan neck
pipe over it). Ideally get the
electrician to install a 100W
heat lamp.
Pay
particular attention
to solid fuel fired systems,
e.g. back boilers, solid
fuel AGAs etc. It is
extremely important that
feed and expansion pipes
do not freeze as many
of these systems do not
have automatic cut out
protection.
Oil fired systems:
Don’t
run out of oil.
Dip
your tank now. If you
have less than 300mm
(one foot) of oil left in
the bottom, order oil
immediately. Remember
there may be big demands
on suppliers at times of
extreme weather resulting in
delivery delays.
If
you do run out of oil,
your oil line may become
air locked and needs to
be bled. If you haven’t
done this before ring your
plumber.
5.8 Making changes and alterations
This section looks at maintaining the property
and making it your home. As you settle in you
probably want to make small changes and
alterations to suit your own tastes and make
the property your home. This is natural, and we
encourage it!
But we must make sure that the alterations are
safe and will not detract from the property and
the estate. That’s why you must get our written
permission for any changes before any work
begins. You must put your request in writing.
No
fencing or walls will be allowed at the
front of residents’ homes if these were
designed as open plan.
You
are not permitted to paint the outside
of your home.
External
structures (such as sheds or
extensions) will only be permitted if you
have appropriate planning permission, have
consulted your neighbours and satisfy any
other statutory regulations.
There are also a number of other conditions:
Clúid
insists that qualified tradesmen
are used in any work carried out to our
properties e.g. qualified gas fitters and
electricians. We will look for test certificates
when the work is completed.
How do I get permission to carry out
alterations in my home?
The
Step 1:
Make contact with your Housing Officer
through the Contact Centre and request an
alterations form.
If
Step 2:
Complete the form in as much detail as
possible with any supporting documentation
and return to your Housing Officer.
Step 3:
Your Housing Officer may then contact / visit
you to discuss the proposed alterations.
Step 4:
You will then receive confirmation in writing
from your Housing Officer if the alteration has
been authorised or declined.
tradesmen you employ must have
adequate insurance cover.
you are not sure how to go about
organising repairs or alterations please ask
your Housing Officer for guidance. Housing
Officers will advise you on how to ensure
that work is carried out to a high standard.
Please
do not commence any works until
we have given you permission in writing.
No
alterations should be made during the
defects period, i.e. in the first year of a
new property.
Clúid
will not repair or maintain any changes
or additions you have made. For example,
if you install an electrical shower with our
permission, you will be responsible for any
repairs to that shower afterwards.
Clúid
Clúid will allow most reasonable alterations
to properties. Each request will be looked
at individually but in general the following
guidelines apply:
No
structural changes must be made,
e.g. knocking through or removing walls.
Fencing/walls
should not be higher than
950mm around the front gardens.
will not compensate you for any
alterations you have made if you leave.
If you decide to leave the property and wish
to remove any alterations or improvements
made during your tenancy you must reinstate
the original item(s) or an alternative agreed
with your Housing Officer. Any reinstated
original items must be in reasonable
condition, e.g. kitchen units, doors.
31
We
may also ask you to reinstate the
original features before you move out if your
alterations are of lesser quality or do not
comply with our design standards.
Satellite Dishes
Satellite
dishes may not be attached to
the front or sides of buildings or on blocks
of flats.
If
you want to install a satellite dish we ask
that you attach it to the side or rear of the
chimney of your house.
Can I paint the outside of my
property?
If you want to make changes to the outside
decor of the property you must ask your
Housing Officer for permission. Clúid is
responsible for maintaining the exterior.
We hope you agree with us that the outside
appearance of the properties is extremely
important. We have a regular programme for
repainting the outside of the properties and we
should be able to tell you when we are planning
to paint your house next.
Under
no circumstances should more than
one dish be attached to any building.
Any
tenant responsible for an incorrectly
attached dish will be asked to remove it
and make good any damage at their
own expense.
5.9 Gardens and open spaces
Gardens, balconies and communal green
spaces play a huge part in keeping an estate
looking well and attractive, so it is very
important they are tidy and well maintained.
Can I change the internal decoration?
Yes, you can decorate the inside of your home.
If you are moving into a new property, please
do not hang wallpaper in the first year as Clúid
needs to monitor any settlement cracks or
stains that may appear. After the first year it is
not a problem. If you want to paint the walls
in the first year of a new property, remember
that repairs on minor cracks in the plaster work
may be needed during this time. Clúid is not
responsible for matching any new paint colours
you may have used, so if you are re-decorating,
keep some of the paint. You do not need to
make a written request before carrying out any
internal decorations.
What if I want to put in a shower?
Talk to your Housing Officer about what you
are planning to do. We must be satisfied that
the shower is installed safely, to a high standard
and will be maintained by you.
32
What about the garden?
The upkeep of both front and back gardens is
your responsibility. They are yours to design
and enjoy. For those who are not so green
fingered we ask as a minimum that you keep
your grass mowed. You and your neighbours or
the Residents’ Association might decide to buy
a communal lawnmower, which can cut down
costs. Litter and refuse must be cleared from
the gardens regularly. Use of the garden as a
dumping ground for bulk items or for hoarding
refuse will not be tolerated.
Can I plant trees or shrubs?
Yes, you can plant small trees or shrubs in your
private garden. But please be reasonable with
the type of trees and shrubs you are choosing
– they should be suitable for small gardens,
not cause a nuisance to neighbours (in terms of
overshadowing or leaves falling) and of course
their roots and branches should not damage
the house. Always check how big the tree/shrub
could grow as it may cause major problems for
you in the future if it gets too tall.
What if I don’t have a garden but
a balcony?
It is your responsibility to keep your balcony
tidy. Of course you are welcome to have flower
pots and garden furniture on the balcony, but
it is not acceptable to hang washing out on the
balcony or to store prams, bicycles or other
bulky items on the balcony. For safety reasons
you are also not allowed to use any barbeques,
patio heaters or gas cylinders on your balcony.
Who is looking after the communal
green areas?
In some new estates the builder is responsible
for maintaining the landscaping of the
communal areas for the first year. Where
this is not the case, your Housing Officer is
responsible for arranging maintenance of the
communal areas. This is sometimes done in
conjunction with the residents. If you have any
suggestions or would like to get involved with
the landscaping, talk to your Housing Officer.
We also rely on the tenants to keep the open
areas tidy and litter free and not to allow
dogs to foul.
What if I want to put up a wall or
a fence between my neighbour
and myself?
Firstly talk to your neighbours about what you
would like to do. If they are unhappy about
your plans see if a compromise can be reached.
You will need authorisation from your Housing
Officer. Please note that on open plan estates
you will not be given permission to put up a
wall or a fence at the front of your house.
Who sweeps the footpaths and roads?
In some cases the local authority is responsible
for cleaning roads and pathways. However,
it often falls to people living on the estate
to organise a local clean up. You can make a
major contribution if you take responsibility
for keeping the area immediately outside your
home litter free.
5.10 Adaptations for disabled or
older persons
Sometimes tenants need to adapt their
dwelling to help with access or mobility issues.
If you need adaptations or mobility aids in
your home, contact your Housing Officer
and he/she will advise you on your options.
Options might include a transfer to more
suitable accommodation or an application by
you to the local authority for a grant under the
Housing Adaptation Grant Scheme for People
with a Disability or the Mobility Aids Grant
Scheme. Clúid does not pay for adaptations
or any shortfall in grant aid except in very
limited circumstances.
See also www.citizeninformation.ie > housing
> housing grants and schemes
33
34
6. Your Safety
6.1 Security in your home
Are my contents insured?
You can reduce the risk of your home being
broken into by taking the following advice:
Not by Clúid– our insurance covers the building
only. So you will need to get your own contents
insurance. You will need to estimate the value
of all your belongings, including furniture,
white goods, electrical goods, jewellery etc.
Ask for several quotations and ask about
payment options such as monthly or quarterly
payments. Contents insurance should cover
your belongings for fire, accidental damage and
theft. Remember that Clúid does not replace
glass, so you may want cover for broken glass in
doors and windows as well.
Make
sure that doors and windows are
locked when you go out.
Leave
a light on if you go out at night or use
timers for lights.
Ensure
broken windows are fixed as soon
as possible.
Don’t
leave your keys under the doormat or
anywhere burglars are likely to find them.
Change
your locks if your keys are lost
or stolen.
Put
a security mark on your electrical goods
with a UV-pen or get them security-etched.
Ask
a trusted neighbour to keep an eye on
the property if you’re going away, e.g. they
could park a car in your driveway or turn on
lights at night.
We always recommend that you have
contents insurance. Replacing electrical
goods, clothing and other belongings
can be very expensive after a flood/major
leak or burglary.
Secure
garden sheds and side gates
with locks.
Let
your Housing Officer know if you are
going away for longer than 2 weeks and
arrange a contact in case of an emergency.
See also www.garda.ie > crime prevention
6.2. Safety in apartment buildings
Where can I get more advice on home security?
Call your local Garda Crime Prevention Officer
or have a look at the Garda Síochana website
for their crime prevention leaflets and checklists.
Door entry systems control who comes into
buildings with shared entrances. To keep your
building safe:
Make
sure that the entrance door always
locks behind you.
Never
leave the entrance door open or
propped open.
Don’t
let people follow you inside if they
don’t live in the block – they should
press the button for the apartment they
are visiting.
Report
any faults to Clúid as quickly
as possible.
35
Also make sure not to block entrances,
landings and stairwells with bicycles, buggies
or other items, so there is a safe exit route for
emergencies. We reserve the right to remove
items if they are blocking exit routes.
6.4 Electrical safety
Electrical installations can be dangerous, so
please follow this advice:
Unplug
Use
6.3 Gas safety
Clúid will service gas central heating boilers
regularly and any other gas appliances
supplied by us. Tenants have to allow access
for the contractor.
any appliances that are not in use
the correct fuses in plugs
Don’t
touch bare wires - turn off the
electricity at the consumer unit (fuse box)
Don’t
touch any electrical appliance if it is
wet or if your hands are wet - turn off the
electricity at the fuse box and don’t use the
appliance again until it is dry
Don’t
overload sockets or have trailing
extension leads
Don’t
Please note that Clúid does not allow the use
of superser gas cylinders in its properties for
safety reasons.
carry out any electrical alterations or
improvements without our permission
Don’t
put nails or fittings in a wall near a
socket, switch or light fitting or around the
edge of the wall as this is usually where
electrical wires are put behind plaster
What if I smell gas?
6.5 Fire safety
If you smell gas, immediately follow these
steps:
Your home will be fitted with a smoke alarm and
also have a fire blanket. Make sure you keep
the fire blanket where it was fitted and read
the instructions on the casing so you know how
and when to use it. Please inform us if the fire
blanket has been used or damaged so we can
replace it. We reserve the right to charge you if
we have to frequently replace the fire blanket.
Turn
off the mains
Open
windows and doors
Extinguish
flames
Do
not switch on electrical equipment or
switches
Contact
Bord Gáis immediately (even if your supplier is Airtricity or Electric Ireland) – Bord Gáis emergency number 1850 20 50 50
Here is some advice on how to prevent fires
and how to protect yourself and your family in
case of a fire.
It is very important that you have working
smoke alarms in your property. Test each
alarm every week by pressing and holding
the test button until the alarm sounds.
36
Replace the backup battery every year or when
the alarm starts to bleep.
How can I prevent fires in the kitchen?
Keep
children away from the cooker unit
when cooking
If a smoke alarm is damaged or doesn’t sound
when tested, please tell your Housing Officer
immediately!
Never
If a fire alarm is sounded you must follow the
evacuation plan and await instruction from the
Fire Officer or a Clúid member of staff. You
must do this every time the alarms are sounded.
Keep
If a fire starts, please follow this advice:
If
If
there is smoke, keep low where the air
is cleaner.
Get
everyone out as quickly as possible. If it
is agreed within the fire evacuation plan that
you are to stay in your apartment if the alarm
is raised then go to the room stated so the
fire service can find you quickly.
Don’t
waste time investigating the fire or
stopping to collect valuables.
the fire brigade 999 or 112 - try to stay
calm and give them your address and other
details they need. Only hang up when they
tell you to.
Call
Don’t
go back into the house or apartment
for anything, wait for the fire brigade
If your clothes should catch fire, don’t run – but
lie down and roll around. Smother the flames
with a heavy material, like a coat, blanket or a
fire blanket if there is one near.
leave pans unattended and keep the
handles turned in over the work surface to
avoid adults or children knocking or pulling
them off the cooker
cables from kettles, toasters etc. away
from the cooker and don’t let them hang
off worktops
you deep fry food, use a proper electric
deep fat fryer instead of a chip pan. Chip
pans are highly dangerous!
If
a pan catches fire, turn off the cooker, soak
a tea towel under the tap and wring it out.
Hold the wet tea towel in front of you and
place it over the pan.
Do
not remove the tea towel or move the
pan for at least 1 hour until it has cooled
down.
Never
throw water onto a pan fire!!
Can cigarettes or candles be
dangerous?
Yes,
both can start fires very quickly if you
are not careful.
Never
smoke in bed
Don’t
smoke when you are tired or when
you have had a drink
Make
sure you put out cigarettes fully when
you are finished
Never
leave lit candles unattended or near
anything that could catch fire, especially
curtains by windows
Always
put candles out when you leave the
property and when going to bed
Always
use a proper holder for candles
and never put them on plastic surfaces
like televisions
37
Fact
Sheet
Fire safety checklist
Have
Are
you checking your
home every night before
going to bed:
1. Are all cigarettes put out?
2. Are all candles out?
you tested your smoke
alarms this week?
Have
plan?
you got an emergency
Do
all your family members
know what to do if there is a
fire?
Do
you know what your
escape route will be?
Are
all your escape routes
kept clear day and night?
Are
door and window
keys easy to find and
immediately available?
Have
you an agreed
meeting place outside
the dwelling?
3. Have you unplugged all electrical appliances, especially televisions, dryers and washing machines?
4. Is the cooker off?
5. Has the fire guard been placed in front of the open fire?
6.
www.firesafetyweek.ie
www.environ.ie > local
government > fire safety
Are all doors closed? Closing the door to each room will help stop smoke and flames spreading if there is a fire.
6.6 Preventing carbon monoxide fumes
Carbon Monoxide (also known as CO) is a
poisonous gas that has no colour and no odour.
It can arise from gas, oil, coal or other fuels. You
cannot see or smell it, but carbon monoxide
poisoning is dangerous and can kill.
Clúid is in the process of installing carbon
monoxide detectors in any homes where there
is any risk of carbon monoxide due to open
fires or heating installations. We carry out a
gas safety check on all appliances installed by
us once a year. You must allow us into your
home to do this check. We also sweep your
chimney if you have certain heating systems –
please check Section 5.4 for more information
on chimney sweeping.
38
See also:
If you have your own gas appliances, you must
use a registered gas installer to fit them and
must get them serviced regularly.
Also follow this advice:
Keep
rooms well ventilated
Never
block or close vents
Fact
Sheet
Carbon monoxide
poisoning
There is a risk of carbon
monoxide poisoning if:
Your
heating or cooking
appliances are faulty,
damaged or badly
maintained
Your
boiler or fires have not
been serviced regularly
Cooking
or heating
appliances are not used
correctly
Your
chimney has not been
swept regularly
Engines
are left running too
close to the room vents,
windows or doors
There are some typical
symptoms of carbon monoxide
poisoning. They include:
Unexplained
headaches.
Chest
pains or muscular
weakness.
Sickness,
diarrhoea or
stomach pains
Sudden
dizziness when
standing up
General
lethargy
There
is not enough
ventilation, e.g. vents
are blocked
What do I do if the carbon
monoxide alarm sounds?
Don’t
ignore the alarm! It is intended to go
off before you are experiencing symptoms.
See also: www.carbonmonoxide.ie
Get
all members of the household to
fresh air.
Check
members of the household for
symptoms of carbon monoxide poisoning.
If
anyone is feeling any unusual symptoms
send them to the doctor or A&E and
ask them to check for carbon monoxide
poisoning.
Ventilate
the house opening windows
and doors.
Turn
off all possible sources of the carbon
monoxide.
Have
all the possible sources checked by a
qualified person before reusing them.
Notify
your Housing Officer ASAP.
39
40
7. Your Neighbourhood
7.1 Your estate
Your first priority will probably be to arrange
your new home the way you like it. Over time it
is likely that the way your neighbourhood looks
will become increasingly important to you. The
upkeep of the communal areas and the general
tidiness of the estate say a lot about how
people feel about living there.
We have designed and built our estates with
the aim that they will be attractive places long
into the future. However, quality housing and
well-designed estates do not in themselves
guarantee success. At the heart of every
neighbourhood, which looks appealing and
inviting, are residents who have invested time,
energy and effort into making that area what it
is. We hope you will feel pride in your area.
Residents
respect each other’s right to
live peacefully.
Residents
do not engage in behaviour that
offends or upsets others.
Residents
look after their homes and
gardens/balconies.
Residents
drive and park their cars in a
way that doesn’t endanger or interfere
with others.
Residents
take responsibility for their pets.
Residents
keep an eye on each other’s
property.
Residents
are responsible for the behaviour
of their visitors.
Residents
are mindful of noise, especially at
night and early in the morning.
These are very reasonable expectations of what
people can hope for from each other.
What’s my part in this?
It’s you and your neighbours who determine
how your neighbourhood develops. Whether
or not you become actively involved in the
residents group, you still contribute to the
development of your estate in a number
of ways:
How
you keep your home and garden
or balcony
How
you get on with your neighbours
How
you resolve difficulties with your
neighbours
Whether
you support local activities such
as clean-ups, residents meetings etc.
7.2 You and your neighbours
Getting on with your neighbours is your
responsibility and common sense plays a large
part in making this happen. To ensure that our
understanding of common sense is similar to
our residents we gathered the suggestions put
forward by residents at the pre-tenancy courses
as to what it means.
What should I do when difficulties arise?
There will be occasions when difficulties arise
between neighbours. Before approaching your
neighbour, stop and ask yourself:
Are
you being reasonable?
Do
you have all the facts?
Are
you willing to listen to what they have to say?
Explain to your neighbour how their behaviour
is affecting you. Try to resolve the problem
yourselves and don’t get other neighbours
involved if they are unaffected. If the problem
persists and interferes with your peace and quiet
then contact your Housing Officer and they will
suggest a course of action which may involve a
third party such as a mediation service.
41
What is Clúid’s role in neighbour
disputes?
Generally Clúid does not get involved in
neighbour disputes but we can recommend
mediation services if you are experiencing
difficulties with your neighbours. A very small
number of incidents may be considered
anti-social behaviour and these cases will
be dealt with by the Gardaí, ourselves and
where applicable the local authority anti-social
behaviour teams.
What can be done about noise in
apartments?
Apartments cannot be completely soundproof.
Noise can be heard relatively easily through
floors and walls. We therefore expect
neighbours to be tolerant and to show each
other respect. Keep the noise you make at
reasonable levels, particularly the sound from
radios, music systems and TVs. Talk to your
neighbour if you are troubled by noise.
7.3 Anti-social behaviour
Clúid knows that anti-social behaviour (ASB)
can have an extremely negative effect on the
day to day lives of tenants and their families.
Clúid will not tolerate ASB and is committed
to preventing and addressing ASB on our
estates. We will investigate and endeavour to
resolve all complaints of ASB made to us. In
order to take effective action against people
who cause ASB we need to receive reliable
accounts from residents.
42
What is anti-social behaviour?
The type of conduct that can constitute ASB
includes:
Intimidation,
threats
Racial
harassment or other hate behaviour/
bullying
Actual
Sale
violence against people
or supply of drugs
Targeted
vandalism, i.e. vandalism used to
harass or intimidate
What should I do if I witness or
experience anti social behaviour?
You should report it to the Gardaí immediately
and to your Clúid Housing Officer. When
reporting an incident you must give full details:
Exactly
The
location
What
The
when it happened (time/day)
happened
names and addresses of those involved
When
the incident was reported to the
Gardaí
When
and if the Gardaí responded
The
name of the Gardaí who attended the
incident (if possible)
Your Housing Officer can give you an ASB
complaint form to report the incident and also
a log sheet to record any further incidents. This
is important for us to build up evidence of any
ASB occurring.
What will Clúid do about a complaint
of ASB?
All reported complaints with enough
substantiated information will be investigated
by us. Where complaints are found to be
substantiated a written warning will usually
be issued to the person who was involved in
ASB. Clúid will liaise with the Gardaí and other
relevant bodies to ensure the situation is dealt
with effectively. If necessary, Clúid will take legal
action against the perpetrator and repossess
the dwelling.
7.4 Domestic violence
National Domestic
Violence Helpline
(for women)
1800 341 900
10am – 10pm
Amen (for men
experiencing domestic
violence)
046 902 3718
National Sexual Violence
Helpline
(for men and women)
1800 778 888
Citizens Information
Centre Lo Call
(will provide local details)
0761 07 4000
HSE Elder Abuse Helpline
1850 24 1850
Legal Aid Board
1890 615 200
We define domestic violence as threatened
or actual abuse carried out by a current or
former member of a household against another
member of the same household. It can consist
of physical, emotional, mental or sexual abuse,
or any combination of these.
Domestic violence can have an extremely
negative effect on the day to day lives
of tenants and their families. Clúid has a
responsibility to protect, as far as possible, the
interests of tenants in the peaceful enjoyment
of their dwellings.
Domestic violence is unacceptable on Clúid
estates. It is a breach of the tenancy agreement.
We will follow our Domestic Violence Policy in
responding to any reports of domestic violence.
There are a number of specialist organisations
that can offer advice to victims or witnesses of
domestic violence.
See also: www.safeireland.ie
www.womensaid.ie
www.legalaidboard.ie
www.moveireland.ie
7.5 Resident involvement
We welcome feedback from residents about
services that we provide. We also encourage
residents to get more involved in the estate
in which they live as well as in the wider
community.
We are happy to talk to you about the various
ways in which you can get involved. We have
provided a range of options to facilitate this
involvement.
43
Individual tenant feedback
Tenants can make their views known on an
individual basis by speaking to their Housing
Officer, telephoning the Contact Centre,
e-mailing, by letter or through use of the
complaints procedure.
Phone surveys
The Contact Centre will call a number of tenants
who recently reported repairs to find out about
their satisfaction with our repairs service. The
Contact Centre may also undertake some brief
satisfaction surveys in relation to other calls (e.g.
rent queries or complaints). We appreciate you
taking the time to answer these calls as they
help us monitor and improve our services.
Tenant survey
We carry out national tenant satisfaction surveys
at regular intervals. Tenants are requested to
complete a questionnaire on matters relating
to their tenancy, services and their estate.
Additional surveys may be carried out to obtain
tenants views on particular issues.
email or over the phone. Recent topics that the
tenant panel contributed to included: Clúid’s
mission and values, the set- up of the Contact
Centre, resident associations.
New panel members are always welcome! If
you’re interested in joining the tenant panel,
please contact the Customer Services Director
(through the Contact Centre).
Working groups
These are informal groups of residents who are
interested in a particular issue on their estate
and who work together to address that issue,
e.g. landscaping, litter, social events, children’s
activities. These groups are task focused and
tend to finish when the task has been achieved.
Residents associations
Resident associations are probably the most
commonly known forms of tenant involvement.
A residents association is a formal group of
tenants who meet on a regular basis on matters
relating to their estate. A residents association
must have an elected committee, a constitution
and comply with Clúid’s recognition criteria.
Focus groups
Sometimes we organise a focus group, that is an
informal gathering of individual tenants who are
brought together to discuss a particular topic.
The discussion is facilitated either by a member
of Clúid staff or an independent facilitator.
Tenant panel
We have set up a tenant panel to obtain
feedback from residents on various topics,
e.g. changes to our policies, content of our
newsletter etc. The panel consists of individual
tenants across the country. Documents are
sent to the panel as required and tenants then
provide Clúid with their comments by post, by
44
A few of us are interested in
forming a group - how do we start?
It can be difficult to know how to get things
up and running. We can help in a number of
ways. We can offer suggestions to all groups
starting out on where to source training and
support. We also offer help and advice directly
which includes:
Helping
residents to look at different ways of
getting involved
Information
Support
Help
on setting up a residents group
and advice
fund activities and provide insurance
for events
What kind of activities could we get
involved in?
The range of activities that associations/working
groups get involved in is varied. Here are some
of the activities that are currently going on
around the country:
Welcoming
new residents
Overseeing
landscaping of communal areas
Organising
clean ups
Organising
social events
Holding
gardening competitions
Working
with Clúid staff on issues that
affect residents
residents of the estate in
groups involved in the wider area
What is the Community Grant?
The Clúid community grant is there to fund
projects that involve people in their estate
in addressing local issues, for example
environmental projects, social events,
community arts or any ideas that you think will
benefit your community. The group must aim
to benefit the whole of the Clúid community,
but it doesn’t need to be a formal residents
association. The Community Grant is awarded
annually, and the amount is based on the
number of properties in your apartment
complex or estate. Contact your Housing
Officer to find out how much is available for
your estate.
Representing
Traffic
calming
Setting
up Neighbourhood Watch Schemes
Advising
architects on regeneration/
refurbishment plans
Who can get involved?
Everyone has something to contribute! If you
are interested in seeing your estate develop
and you would like to be part of a group, then
why don’t you give it a try?
7.6 You and your area
Our housing estates are very often located
in areas which have a range of community
activities already going on. It’s important that
you are aware of what’s going on and how it
can impact on you and the estate.
We are keen to see Clúid estates becoming
part of the wider community and residents
usually create links with neighbouring estates
over time.
Below are some of the activities which may be
going on where you live.
In
some areas there are forums where
representatives from local estates/the
locality meet to discuss relevant issues. It is
important that your estate is represented on
these forums as they may make decisions
which will affect you.
Committees
set up to work on a specific
issue such as traffic calming, vandalism or
the environment.
Once again we would be delighted to support
you in getting involved so please talk to us
about how we can do this.
45
8. Transferring or moving out
8.1 Transfers
8.2 Mutual exchanges
It is possible to apply for a transfer to another
Clúid property or to a local authority house.
We can only take applications for transfers to
our own properties, so if you are requesting a
transfer to local authority housing or another
housing association you must contact
them directly.
Another common way of transferring is when
two households want to swap dwellings.
This is known as a mutual exchange. It can
be an exchange between Clúid tenants or it
can involve tenants of other social landlords,
provided the other landlord agrees to the
exchange. Contact your Housing Officer
for more advice and to find out what the
conditions and requirements for a mutual
exchange are. You will require the approval of
the Housing Officer before a mutual exchange
can take place.
Are there any conditions for
a transfer?
You must have lived at your current address
for at least one year and must have kept to the
terms of your tenancy agreement. For example
we will not accept applications for transfers
from tenants who have rent arrears.
Also, you will have to show why you need
to move, e.g. because of health reasons, or
because you need to relocate because of a job.
Contact the Contact Centre or your Housing
Officer for more information. We will ask you
to complete a transfer application form and to
provide supporting information.
How long am I likely to wait for
a transfer?
Clúid cannot estimate how long it might take
before a suitable property becomes available.
It will depend on vacancies arising in the
area you wish to transfer to and whether the
relevant local authority approves the transfer.
In some cases you could be on the transfer
list for a number of years. We will contact you
if a suitable property becomes available. You
should also register with the local authority to
increase your chances.
46
Clúid does not maintain a waiting list or
register for mutual exchanges – it will be your
responsibility to find somebody who wants
to exchange their home with yours. You can
advertise your home on the Clúid website if
you’re interested in a swap. Please call the
Contact Centre if you wish to do this.
8.3 Moving out
If you decide to move out of your Clúid home
you must give us four weeks’ notice in writing.
If you do not do this, you will have to pay four
weeks’ rent. This is the procedure for ending
the tenancy:
1) One month before you move
Please tell your Housing Officer as soon as
you know you’re planning to move. You must
give four full weeks’ notice in writing that
you wish to end your tenancy. Please call the
Contact Centre about this. We will ask you to
sign a ‘Notice of Tenancy Termination’. The
Housing Officer will arrange to visit you to
inspect the property and to discuss details of
the move.
2) Over the four week notice period
Pay your rent until the end of the four week
notice period.
Clear any arrears that you have.
If you pay by Standing Order or Household
Budget, cancel the payments from the
agreed date you will move out.
Ensure that you have arranged to meet
a Clúid member of staff on the day you
are leaving. Do this through your Housing
Officer.
What about alterations we made to
the home?
We may require you to remove alterations
and return the property back to how it was
when it was first let to you. We won’t require
you to remove mobility aids and other special
needs adaptions as they can be of use to
another tenant. The Housing Officer will tell you
after his/her visit whether any alterations must
be reversed.
Ensure that your home will be left clean, and
in a good decorative condition.
Ensure that open gas supplies are capped
off by a suitably qualified person.
Ensure that open water pipes (e.g. pipes
from washing machines, dishwashers) are
capped off.
Ensure that electrical appliances are
disconnected by a qualified electrician and
all wiring is left safe.
Carry out any repairs that are your
responsibility.
What if there is some damage to the
property, or outstanding repairs?
It is your responsibility to leave the house/
apartment in an acceptable condition and to
complete any repairs that you are responsible
for. You should use the following checklist
to ensure you leave the property in an
acceptable condition.
3) On the day of leaving
Ensure that the water is turned off at the
stopcock.
Close and secure all windows and doors.
Take final readings from your gas and
electricity meters and tell your supplier what
date you
are moving.
Hand over all keys, entry and swipe cards to
a Clúid member of staff.
Take all your belongings with you and
remove any rubbish.
Complete the ‘surrender form’.
Once this is completed satisfactorily you will
have properly ended your tenancy and your
responsibility for the property and rent.
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Are each of the following
items in reasonable repair?
Paint
work
Tiling
in bathroom and kitchen
Door
handles and light fittings
Windows
Bathroom
fittings, toilet, sink, bath/shower
Wardrobes
Hot
press tank and shelving
Kitchen
Sink
units
and drainage
The Housing Officer will confirm what repairs
you are responsible for at the inspection.
What do I do with items I don’t
want anymore?
You must remove all your furniture, personal
belongings and rubbish before your tenancy
ends. We will charge you for removing anything
left behind, including rubbish. You can take
most unwanted items to your local recycling
centre – check with your local authority.
What if I still owe rent or other
charges when I leave?
If you do not pay everything you owe us, or
do not have an arrangement with us about
repayment, we will take legal proceedings
against you. We may also use a debt collection
agency to recover any money you owe.
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8.4 Abandonment
If you are away from your home for more than
four weeks and have not told the office, we
may consider your property abandoned by
you. If after making all reasonable efforts to
contact you we are satisfied that the property is
abandoned we have the right to repossess the
property and secure it by changing the locks
and in some cases boarding up the property.
We will arrange for the property to be cleared
and will store any items that were left behind
for a maximum of 28 days. If we cannot contact
you or you don’t collect your belongings, we
will dispose of the items.
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9. Useful Contacts
Ambulance/fire brigade/Gardai 999 or 112
Bord Gáis
Emergency:
1850 20 50 50
Customer service:
1850 632 632
www.bordgaisenergy.ie
Electric Ireland
(ESB)
Emergency
1850 372 999
Customer service:
1850 372 372
www.electricireland.ie
Airtricity
Sales:
1850 818 110
Customer service:
1850 812 220
www.airtricity.com
UPC
Sales:
1890 940 624
Customer service:
1908
www.upc.ie
Eircom
Sales:
1800 503 503
Customer service:
1901
www.eircom.net
Department of Social Protection
www.welfare.ie
An Garda Síochána
Confidential Line:
1800 666 111
Crime Stoppers
1800 250 025
www.garda.ie
Citizens Information
Service
0761 07 4000
www.citizensinformation.ie
MABS
Helpline
0761 07 2000
www.mabs.ie
[email protected]
One Family
(Support organisation for one
parent families)
Lo Call Helpline
1890 662212
www.onefamily.ie
[email protected].
Immigrant Council of Ireland
(information service for migrants)
01 6740200
www.immigrantcouncil.ie
National Domestic Violence
Helpline
1800 341 900
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Add your own:
Notes:
51
www.cluid.ie
Clúid Housing Association
Contact Centre
63-66 Amiens Street
Dublin 1
Ireland
Fax: 01 707 2244
Email:[email protected]
01 7072088
V. 2014