Our information helpsheets are regularly updated with revised information, or removed from our website when no longer applicable. If you can’t find the information you’re looking for, please speak to your estate manager or send an email to PolicyTeam@hanover.org.uk.
Information on the provision of adaptations for Hanover residents.
Information on different funding options available to residents who have applied for adaptations costing £1,000 or more.
Information about how and when VAT may be zero rated for alterations to a disbaled person's home.
Information about Hanover's commitment to managing and resolving any anti-social behaviour.
Information and guidance from Hanover on how to maintain good relations with your neighbours.
Information about Hanover's use of CCTV on estates
Information about the use of communal lounges and other shared areas
Information on how Hanover compensates residents in the event of the heating breaking down.
Information on claiming compensation if a repair is not carried out within an agreed timescale.
Information on how we define a complaint and the Hanover complaints process.
Information and guidance for residents who feel a complaint has not been resolved.
Information on who is responsible for the windows and external doors to the property.
Information on the Code of Conduct for all accredited contractors working at Hanover sites.
Information and advice on dealing with the problems of damp, condensation and mould.
Information on notice periods required to end a tenancy and what you have to do.
Information about Energy Performance Certificates.
Information on our free and impartial advisory service called Energy Wise.
Information about the estate management service for residents on Hanover estates.
Information about the catering service provided at Extra Care Housing estates and the benefits that regular meals in the restaurant can provide for our residents.
Information and an explanation of the procedure and criteria for claiming housing benefit.
Information the different appeals procedures and what to do if you are making an appeal.
Information on how Hanover can offer advice and assistance on claiming a range of benefits.
Information on the Hanover community fundraising support website and fundraising for residents on estates.
Information on switching from electric heating to gas.
Guidelines for Hanover staff and residents on giving and accepting gifts and hospitality.
Information about guest rooms, the priorities of use and the booking procedure.
Useful information and guidance for Residents' Associations.
Useful information and guidance for Residents' Groups and Social Clubs.
An explanation of the Hanover on Call monitoring and Telecare response centre.
Information on Hanover's water health and safety policy.
Information explaining how to fill out the Income and Expenditure form that Lettings and Enquiries send out as part of the application form.
Information on Hanover's single block insurance policy for our home ownership estates.
Information about insurance for lifts and stairlifts.
Information for residents on what Hanover insures and what it does not.
Helpsheet explaining responsibility of residents for keys if lost or stolen.
Information on the rights and responsibilities of leaseholders.
This helpsheet explains the 'right to rent' checks that landlords must carry out before granting a tenancy.
Information on the replacing of light bulbs and fluorescent tubes in resident's homes.
Information and advice on making a Living Will, advance decision or statement.
Information about making debit card payments over the secure phone line.
Information on the management fees paid by Hanover residents.
An explanation of what a master key is and information on when it can be used.
Information about Hanover residents medication and what Hanover staff can and can't do.
Information on mobility scooter and electric wheelchair storage in Hanover properties.
Information and help from Hanover on all the things you need to do prior to moving in.
An explanation of the House Exchange Service and what mutual exchange is
Explains the new state pension and State Pension Service.
Useful helpsheet advising about the safe use and storage of medical oxygen.
Information for residents on all the different ways you can pay rent or services charges.
Information on the process, criteria and terms for applying for consent to keep a pet.
Information, definition and procedures for applying for powers of attorney.
Information about choosing who you would like to be contacted int he event of anything happening to you.
Information on the schedule of rates to be recharged for repairs residents are responsible for.
Information relating to repairs in rented properties.
An explanation of what rent is and the difference between secure and assured tenants.
An explanation of the repairs Hanover is responsible for and the repair reporting process.
Guidance as to the different types of repairs and the timescales for each one to be completed.
Guidance about requesting information about the personal data we may hold about you.
Information about the reserve funds held by the Landlord to fund major works at the estate.
How and when residents can claim expenses.
Information about the residents’ associations set up by residents.
How to set up your own residents' group or club.
Information on the Hanover policy for safeguarding children and who to contact.
Information on the Hanover policy for safeguarding vulnerable adults.
How and when Hanover will consult residents on communal works and services.
Information for Hanover residents on the process of selling your home.
Information and a full explanation of Hanover service charges.
Information on what is included in the service charges paid by Hanover tenants and homeowners.
Information on the safety of stairlifts.
Information on the support services residents may need whilst living in a Hanover property.
Information on the Government programme called Supporting People.
Information on resident tenancy agreements.
Information about the different types of tenancy fraud and how it can be tackled.
Information on transfers to other properties, agreed exchanges and other options on moving home.
Helpsheet about trees on Hanover and neighbouring land and how they will be dealt with by Hanover.
Information about how volunteers contribute to Hanover.
Information and important advice on making a Will and how to obtain legal advice.