Frequently Asked Questions

What exactly is Derby Homes?
How do I become a Derby Homes tenant?
What are the terms and conditions of my tenancy?
May I carry out alterations to my home?
How do I make a complaint about poor service?
How do I make an insurance claim against Derby Homes or its contractors?
What if I have problems paying my rent?
Where can I pay my rent?
How do I report a repair?
Can I pay my rent using this website?
How do I report an emergency repair out of hours?
My central heating comes on automatically at 5pm, but occasionally I would like it to come on at 4pm. What should I do?
Do you box in the new pipe work to my radiators?
Can I change my gas servicing appointment?
Why is there a lock on the British Telecom telephone line in my home?
I don't use my emergency call system can I have it removed?
Why do all the lights go out when one light bulb blows?
Can an extra socket be put in a room?
Where is my nearest housing office?
Who are the Company Directors of Derby Homes?
Where are Derby Homes Board meetings held?
How do I get a job at Derby Homes?

Q. What exactly is Derby Homes?

A. Derby Homes is an arm's length company created by Derby City Council to manage, maintain and improve its council houses and estates. The organisation does not pay dividends to any shareholders. Any surplus arising each year is used to enhance services in future years. A leaflet 'Your Guide to Derby Homes' explains our work in detail Derby Homes is registered at Company House, number 4380984.

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Q. How do I become a Derby Homes tenant?

A. If you are interested in renting a home from Derby City Council/Derby Homes, you will need to fill in a Joint Housing Register Application Form. These are available from any local housing office and the Housing Options Centre, Bio House, Derwent Street, Derby.

We work in partnership with several Housing Associations so you only have to fill in one form to be considered for a home with any these organisations. Once you are registered with us, you can use Derby Homefinder to help you find a home.

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Q. What are the terms and conditions of my tenancy?

A. The terms and conditions of your tenancy are on your signed copy of your tenancy agreement - this should be kept in your Tenancy Handbook folder. A full copy of the tenancy agreement is to be found in the A-Z Publications, and a summary is in the Tenants Handbook booklet.

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Q. May I carry out alterations to my home?

A. You must obtain permission before carrying out alterations to your home. Ask for an application form at your local housing offices or contact Derby Homes Enquiry Centre on 01332 711000. See Booklet 5, Repairs in your Tenancy Handbook folder - full details are on page 4. If you carry out large scale alterations you may need planning permission and building regulation approval. All improvements must remain in the property. You may be entitled to compensation if you leave your home.

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Q. How do I make a complaint about poor service?

A. To make sure your complaint is dealt with quickly please contact your local housing office to complain about poor service, either
• in person
• by telephone
• by letter
• using e-mail
• online

goto the complaints section on our website or see Booklet 3, Customer Care in your Tenancy Handbook - full details are on page 4.

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Q. How do I make an insurance claim against Derby Homes or its contractors?

A. Please contact your local housing office to arrange a home visit. We will help complete a claim form and send it to our insurance section or the contractor within ten working days of receiving the claim. Derby Homes may be only liable where it has acted negligently. You can get contents insurance through Derby Homes

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Q. What if I have problems paying my rent?

A. Please contact your local housing office as soon as possible if you are having problems paying your rent. Please respond quickly if we write to you about rent arrears. We can deal with problems more easily if you talk to us as soon as you know you are having problems. See Booklet 4, Paying Your Rent in your Tenancy Handbook folder - full details are on page 3.

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Q. Where can I pay my rent?

A. You can pay your rent in various ways listed on our website. Or see Booklet 4, Paying Your Rent in your Tenancy Handbook folder for full details about paying your rent.

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Q. Can I pay my rent using this website?

A. At the moment you can pay your rent using Derby City Council's website.

You can also pay your rent at:

• paypoint at your local shop
• at selected local housing offices
• the Council House
• any UK post office
• Direct Debit
• Telephone

You can also see full details using ways to pay your rent

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Q. How do I report a repair?

A. Please telephone our Enquiry Centre on 01332 711000 if you need to report a repair. The Enquiry Centre is open Monday to Friday 8am to 8pm and 8am to 12noon Saturday. You can also:
• refer to your copy of the Derby Homes Repairs Handbook
• read the leaflet – Repairs Information for New Tenants available at all local housing offices.
• See Booklet 5, Repairs in your Tenancy Handbook folder.

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Q. How do I report an emergency repair out of hours?

A. During the evenings from 8pm to 8am, at weekends (other than 9am-12noon on Saturdays) and public holidays we operate an emergency out of hours repair service. Please call Care Link on 01332 255208 to report emergency repairs.

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Q. My central heating comes on automatically at 5pm, but occasionally I would like it to come on at 4pm. What should I do?

A. Press ‘Advance’ on your electronic programmer at 4pm. This will override the timer, but your programme times will be saved and your heating will return to these timings the next day.

A. In general, no, we do not box pipe work in. The only pipe work which will be boxed in, are pipes which run horizontally at high level – this normally only occurs where heating is fitted in a downstairs flat.

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Q. Can I change my gas servicing appointment?

A. Yes you can. As it says on the service appointment letter, ring Vinshire our heating contractor on free phone number 08000850323 to arrange an alternative time.

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Q. Why is there a lock on the British Telecom telephone line in my home?

A. This may be because you have an emergency call system connected to the telephone line and the line is paid for by Derby Homes. If you wish, you can apply to British Telecom to take ownership of the telephone line and then you would be able to use a telephone but you would then be responsible for the line rental and any personal calls you make, the emergency call system would also need to remain connected to this line. Please remember if you are disconnected by British Telecom for any reason your emergency call system would not work.

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Q. I live in a supported living flat or bungalow but Care Link I don't use my emergency call system can I have it removed?

A. We may not remove the system , but may disconnect it from Care Link. Although, you may not have found you have needed to contact Care link through the system it is there 24 hours for emergencies and you may want to consider its removal carefully. For example, if you should fall, if you require a doctor etc., then you can pull one of the cords in your home, press the horizon unit button or your pendant and you would be able to speak to someone through a loudspeaker system who will be able to get you help. The smoke alarm is also connected to the system and therefore should your smoke alarm be activated Care link will arrange for help. If your emergency call system is not working then please contact the enquiry centre and they will arrange for our contractors to call. However, if you are considering having your call system switched off, ring us on 01332 711067 for more information and advise.

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Q. Why do all the lights go out when one light bulb blows?

A. The new consumer unit trip systems are more sensitive to electrical surges caused when a bulb is blown or damaged. It will cut electrical power to that circuit for safety. The tenant should check the consumer unit trips (circuit breakers), turn the circuit back on at the trip. Then check room to room which light has blown, once established switch off the supply to that bulb. Replace the bulb and finally test the circuit by turning on the circuit via the light switch.

A. Work can be carried out, at tenant’s own expense by a qualified electrician. Permission would be required by Derby Homes so that a permit could be provided. The work would be inspected by Derby Homes to ensure safety and the permit would be completed.

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Q. Where is my nearest housing office?

A. We have local housing offices throughout the city. Visit the housing office page for more information.

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Q. Who are the Company Directors of Derby Homes?

A. The Company Directors of Derby Homes are known as Board Members. There are 15 Board Members: 4 tenants, 1 leaseholder, 5 councillors and 5 independent people. For more information visit our About the Board page.

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Q. Where are Derby Homes Board meetings held?

A. At Cardinal Square, 10 Nottingham Road, Derby. A schedule of meetings is advertised on the website. All meetings are open to the public, unless items are confidential.

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Q. How do I get a job at Derby Homes?

A. All jobs are advertised internally to existing staff or to both existing staff and external applicants. Derby Homes is an equal opportunities employer - all appointments are made on merit. Jobs are advertised in Council Yellow Pages, on our website, and sometimes in local, national or specialist newspapers.

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