We hope most of your questions should be answered here but if there’s anything you’re not sure of please get in touch.
Sheltered Housing Managers work on our rented sheltered housing developments. They have a wide range of responsibilities to the residents on the development, including helping in an emergency and giving advice on services we and other organisations offer. They also ensure the development is kept clean and contact maintenance contractors if any repairs are needed.
They often give residents a daily call or property check to ensure everything is OK and can help out with arranging other services such as meeting with GPs, home care services, social work teams and other local authority departments.
Very Sheltered Housing Managers lead and manage the staff of very sheltered developments, ensuring they are staffed at all times, as well as looking after recruitment and training of the staff. They meet with social work departments and health boards to help identify people who may be suitable to move into very sheltered housing, and also ensure that the needs of each resident are clearly identified and that the correct care packages and services are given to them.
They’re also responsible in ensuring the development kitchens provide efficient and healthy meals to residents as well as looking after the day-to-day administration of the development.
Retirement Housing Assistants work on owner-occupied housing developments where Hanover provides a factoring service. Their main duties are to advise residents and others about Hanover’s property management services, welcome new residents and help with their settling in and to respond to resident community alarm calls and emergencies.
They also ensure the development is kept clean and contact maintenance contractors if any repairs are needed.
Each housing development has a nominated Housing Officer. They are the main contact between Hanover’s area offices and the housing developments. They visit the development at least once every few months, or more often if required. Housing Officers can discuss housing or personal matters with residents and are happy to meet with residents in their own homes.
Each development’s heating and hot water arrangements are different. Some have centrally fired boilers meaning there’s a constant supply of hot water and heating to each property, and others have electric storage, oil or gas heating. Sometimes, heating costs are included within the rent figure. Communal areas, such as lounges on sheltered housing developments, are also heated.
We are also very aware of our environmental responsibilities and are constantly looking at ways of reducing heating costs for residents, as well as reducing our carbon footprint. Some of our developments have replaced traditional heating systems with more fuel-efficient and environmentally friendly biomass boilers.
All kitchens within sheltered, amenity, housing with care and general needs properties have space to install an electric cooker. The resident must supply the cooker and an authorised installer must install it. We don’t usually offer gas cooking facilities however some developments do have gas cookers if there are individual boilers for each property.
In very sheltered housing developments, kitchen staff prepare two high quality and nutritious meals every day. However, we also want all residents to have as much independence as possible, so each flat does have a kitchenette area. There is not usually space for a cooker however residents are welcome to use a microwave.
No. Residents must pay their own electricity bills to their chosen electricity supplier.
Most sheltered and very sheltered housing developments have communal lounges (and some have more than one). They are fully furnished and most have a small kitchen area.
They’re often used for social events like coffee mornings, games or charity events and exercise classes. Some also have a collection of books, entertainment such as televisions or music systems, or indoor sporting equipment like carpet bowls or dart boards. The facilities available and events that take place vary from place to place.
We will usually hold development meetings in the lounge and sometimes external organisations ask to use the lounge. If they do, we ask residents’ permission and charge a fee to the organisation that wants to use the lounge.
All sheltered and very sheltered developments have a communal laundrette. Any resident or someone who helps them like a carer or relative can use the laundrette on behalf of the resident. We include the costs of the laundrette in the service charge. All laundrettes have high quality washers and dryers and many developments also have outdoor drying areas with washing lines or rotary dryers. Most developments operate a laundry rota so all residents are given adequate time to do their clothes washing!
Amenity properties have space for a washing machine in their kitchen.
Community alarms are devices that allow people in their home to summon help in an emergency, 24 hours a day, 7 days a week. Most of our developments, with the exception of general needs properties, feature a community alarm. Each room in a property will usually have a pull-cord, and we can give residents a pendant to wear around their neck or wrist that features a button. When pressed, they can then speak to an operator. The operator can arrange for help, give certain advice or call the emergency services or a loved one for help.
Most of our housing developments are connected to Hanover Telecare, our own 24-hour call centre and one of Scotland’s leading community alarms organisations. Some are connected to a similar service provided by a local authority or another provider.
When someone moves into a Hanover-managed property, we show them how to use the community alarm.
All of our housing developments have a communal TV aerial so residents don’t need to install their own. Some developments now have satellite dishes fitted and residents living in these properties can use this after getting permission and paying a share of the costs.
We buy a communal TV licence for our sheltered and very sheltered developments, which means that residents over retirement age do not need to buy individual licences. People over 75 receive a free TV licence. We will invoice residents under 75 to pay for a concessionary licence – usually this costs £7.50 a year.
We do offer tenants’ contents insurance and have negotiated very reasonable premiums for a fixed level of insurance. Residents can arrange their own contents insurance if preferred but they must let us know if they want to do this.
Many of our developments have communal gardens and some properties have private gardens. We maintain the communal gardens but if space and logistics allow, we can arrange for residents to look after a plot if they want to. If a property has a private garden, the residents in the property are responsible for looking after it.
Most sheltered and very sheltered developments have car parks, and some have garages too. The car parks are for residents and visitors to use. Unfortunately the car parks aren’t big enough for us to give one space to every property. Amenity developments don’t tend to have specific car parks but are often situated on a road where parking is unrestricted.
Pets are welcome but we must know if residents are planning to keep them. If residents have a dog they must exercise them outside the development’s grounds.
The cost to rent a Hanover property differs depending on where it is, its size and the services we offer. Very sheltered properties tend to cost more to rent but this is because of the extra costs for support and kitchen staff and meals.
There is also a service charge which covers the communal costs such as cleaning and maintenance of communal areas.
Rent and service charges can be covered by housing benefit and residents should apply to the local authority to arrange this. Our staff can also help with this; get in touch to find out more.
Residents can pay rent either by Direct Debit, bank transfer, or over the phone. We also accept cheques however we don’t accept cash or credit card payments. We will soon be offering an online payment facility from this website – watch this space!
Some local authorities charge a Housing Support Charge. This fee covers part of the cost for services our staff provide, including help to claim benefits, filling in forms and managing a household budget, as well as covering the cost to replace a warden call system and the cost for being registered with the Care Inspectorate. Again, residents may get help to pay this fee.
As a landlord, we are responsible for certain repairs that are listed in a residents’ Scottish Secure Tenancy Agreement. You can find out more about this within the Agreement. Residents are responsible for the internal decoration of flats.