A Hanover estate manager chatting with residents

Information helpsheets

We have a wide range of helpsheets for residents to view and/or download as pdfs.

Our information helpsheets are regularly updated with revised information, or removed from our website when no longer applicable.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.

Adaptations

Information on the provision of adaptations for Hanover residents.

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Adaptations Funding Options

Information on different funding options available to residents who have applied for adaptations costing £1,000 or more.

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Alterations to a disabled person's home - zero rated vat

Information about how and when VAT may be zero rated for alterations to a disbaled person's home.

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Anti-Social Behaviour

Information about Hanover's commitment to managing and resolving any anti-social behaviour.

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Being Neighbourly

Information and guidance from Hanover on how to maintain good relations with your neighbours.

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CCTV Systems on Estates

Information about Hanover's use of CCTV on estates

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Communal Lounges and Other Areas

Information about the use of communal lounges and other shared areas

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Compensation Heating Loss

Information on how Hanover compensates residents in the event of the heating breaking down.

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Compensation under the 'Right to Repair'

Information on claiming compensation if a repair is not carried out within an agreed timescale.

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Complaints

Information on how we define a complaint and the Hanover complaints process.

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Complaints, Unresolved

Information and guidance for residents who feel a complaint has not been resolved.

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Consents and Permissions - Adoption of Windows and Doors

Information on who is responsible for the windows and external doors to the property.

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Contractor Code of Conduct

Information on the Code of Conduct for all accredited contractors working at Hanover sites.

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Damp, Condensation and Mould

Information and advice on dealing with the problems of damp, condensation and mould.

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Ending a Tenancy

Information on notice periods required to end a tenancy and what you have to do.

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Energy Performance Certificates (Only for Prospective Residents)

Information about Energy Performance Certificates.

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Energy Wise Service

Information on our free and impartial advisory service called Energy Wise.

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Estate Management Service

Information about the estate management service for residents on Hanover estates.

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Financial Rights – Housing Benefit and Starting your Tenancy

Information and an explanation of the procedure and criteria for claiming housing benefit.

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Financial Rights - Making an Appeal

Information the different appeals procedures and what to do if you are making an appeal.

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Financial Rights Benefit Checks

Information on how Hanover can offer advice and assistance on claiming a range of benefits.

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Fundraising and the Community Fundraising Portal

Information on the Hanover community fundraising support website and fundraising for residents on estates.

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Gas - Estate Conversion from Electric Heating to Gas

Information on switching from electric heating to gas.

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Gifts and Hospitality

Guidelines for Hanover staff and residents on giving and accepting gifts and hospitality.

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Guest Rooms

Information about guest rooms, the priorities of use and the booking procedure.

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Handbook for Residents' Associations

Useful information and guidance for Residents' Associations.

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Handbook for Residents' Groups and Social Clubs

Useful information and guidance for Residents' Groups and Social Clubs.

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Hanover on Call

An explanation of the Hanover on Call monitoring and Telecare response centre.

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Health and Safety - Water

Information on Hanover's water health and safety policy.

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Income and Expenditure Form

Information explaining how to fill out the Income and Expenditure form that Lettings and Enquiries send out as part of the application form.

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Insurance for Homeowners and Shared Owners

Information on Hanover's single block insurance policy for our home ownership estates.

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Insurance for Lifts and Stairlifts

Information about insurance for lifts and stairlifts.

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Insurance for Tenants

Information for residents on what Hanover insures and what it does not.

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Keys - Additional or Replacement Keys

Helpsheet explaining responsibility of residents for keys if lost or stolen.

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Legal Rights as a Leaseholder

Information on the rights and responsibilities of leaseholders.

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Lettings - 'Right to Rent' Checks - Applicant Guidance

This helpsheet explains the 'right to rent' checks that landlords must carry out before granting a tenancy.

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Lighting - Replacement of Fluorescent Tubes and Light Bulbs

Information on the replacing of light bulbs and fluorescent tubes in resident's homes.

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Living Wills

Information and advice on making a Living Will, advance decision or statement.

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Making Debit Card Payments

Information about making debit card payments over the secure phone line.

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Management Fees

Information on the management fees paid by Hanover residents.

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Master Key and Access to Your Home

An explanation of what a master key is and information on when it can be used.

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Medication

Information about Hanover residents medication and what Hanover staff can and can't do.

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Mobility Scooter Storage

Information on mobility scooter and electric wheelchair storage in Hanover properties.

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Moving In

Information and help from Hanover on all the things you need to do prior to moving in.

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Mutual Exchange

An explanation of the House Exchange Service and what mutual exchange is

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New State Pension

Explains the new state pension and State Pension Service.

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Oxygen - Safe Use of Medical Oxygen

Useful helpsheet advising about the safe use and storage of medical oxygen.

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Payment Methods

Information for residents on all the different ways you can pay rent or services charges.

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Pets

Information on the process, criteria and terms for applying for consent to keep a pet.

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Powers of Attorney

Information, definition and procedures for applying for powers of attorney.

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Preferred Contacts

Information about choosing who you would like to be contacted int he event of anything happening to you.

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Recharges - Schedule of Rates for Void Properties

Information on the schedule of rates to be recharged for repairs residents are responsible for.

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Recharges and Resident Responsibility for Repairs

Information relating to repairs in rented properties.

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Rent

An explanation of what rent is and the difference between secure and assured tenants.

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Repairs

An explanation of the repairs Hanover is responsible for and the repair reporting process.

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Repairs Response Times

Guidance as to the different types of repairs and the timescales for each one to be completed.

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Requesting Your Personal Information

Guidance about requesting information about the personal data we may hold about you.

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Reserve Funds For Homeowners

Information about the reserve funds held by the Landlord to fund major works at the estate.

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Resident Engagement - Resident Expenses

How and when residents can claim expenses.

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Residents' Associations

Information about the residents’ associations set up by residents.

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Residents' Groups and Social Clubs

How to set up your own residents' group or club.

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Safeguarding Children

Information on the Hanover policy for safeguarding children and who to contact.

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Safeguarding Vulnerable Adults

Information on the Hanover policy for safeguarding vulnerable adults.

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Section 20 Consultations

How and when Hanover will consult residents on communal works and services.

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Selling Your Home

Information for Hanover residents on the process of selling your home.

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Service Charges

Information and a full explanation of Hanover service charges.

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Service Charges - What is Included

Information on what is included in the service charges paid by Hanover tenants and homeowners.

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Stairlift Safety

Information on the safety of stairlifts.

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Support Services

Information on the support services residents may need whilst living in a Hanover property.

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Supporting People

Information on the Government programme called Supporting People.

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Tenancy Agreement

Information on resident tenancy agreements.

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Tenancy Fraud

Information about the different types of tenancy fraud and how it can be tackled.

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Transfers

Information on transfers to other properties, agreed exchanges and other options on moving home.

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Trees - Care and Maintenance on Hanover Land

 Helpsheet about trees on Hanover and neighbouring land and how they will be dealt with by Hanover.

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Volunteering

Information about how volunteers contribute to Hanover.

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Wills

Information and important advice on making a Will and how to obtain legal advice.

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