Information for Tenants
Rents and Service charges
Tenants inclusive rent is made up of two parts, service charges which cover the particular services provided to each scheme, the second part known as the net rent meets all other costs. The costs vary across the different schemes and are based on actual costs for the previous year.
Kings Barton reviews the rent and service charges on an annual basis. Tenants are informed each February of the new rent and breakdown of service charges, which take affect from 1st April. Tenants will need to inform Housing Benefit / Universal Credit as applicable of their rent changes, if they fail to do so in a timely manner their housing costs may not be paid from the 1st April and they will need to pay the shortfall. Tenants will also need to contact their bank to amend their standing order. Please contact us if you have any queries in relation to this.
Repairs and Maintenance
Following consultation with our residents, Kings Barton Housing Association (KBHA) define an excellent repairs and maintenance service as:
"Customer focussed, right first time, ensuring value for money and a fair but flexible approach. It prioritises communication, safety and ensures legislative compliance. It should be transparent with clear standards and responsibilities, demonstrating efficiency, effectiveness, equity, and economy. It will prioritise urgent repairs to keep residents and their homes safe. Contractors should be professional and accommodate resident needs where possible, using a right first-time approach."
A new repairs policy came into effect in Summer 2023, please see a summary of the policy page here.
Tenants should ensure that any repairs which are Kings Barton Housing Association's responsibility as are reported to the office in a timely manner.
If repairs are needed due to damage caused by tenants, family, or visitors, then KBHA may still carry out the repair but will charge you for it.
Charges will also apply for repeated, missed, unnecessary or cancelled appointments.
Internal decorations and flooring in the property (except kitchen and bathroom) are tenant responsibility.
For further details please contact the office.
Emergency/Urgent Repairs
If it has not been possible for the Association to respond to your call for emergency repairs, ie no electricity, no heating, no hot water, urgent plumbing work, urgent roof repairs, insecure locks and urgent reglazing, within a reasonable time, you can telephone the contractors referred to in your information pack and they will deal with the emergency. If for some reason they are unable to attend you can contact an alternative contractor and KBHA will meet the cost of this work on production of an invoice. It is stressed however that this option should only be used in an emergency and it is advisable when contacting another contractor to get them to undertake the urgent works only and to establish the cost as far as possible before work is undertaken. In any event, please telephone the office and leave details on the answerphone, so that these may be checked when the office opens.
Repairs: How to?
Some repairs and maintenance of properties can be completed by residents. Please see the following page.
Major Works and Improvements
Regular property inspections will take place and records kept of the dates when work is anticipated at your property, as well as communal areas. Works will be planned in advance, using available budgets, to ensure all properties meet modern standards. If you choose to carry out any works to the property yourself, you should put your request in writing and receive written permission first.
Safety in your Home
We will carry out regular checks to your property and require access for contractors. Checks include annual gas safety, fire alarm and smoke detectors, electrical checks and fir risk assessments. If you have any concerns about your property, please contact KBHA urgently.
Being a Good Neighbour
Most properties are within blocks of flats and have some communal space, including car parks. The tenant handbook sets out the basic requirements of what is expected of tenants and their visitors. We expect all tenants and visitors to behave follow these guidelines and not to cause a nuisance to others. If you have any questions about the guidelines, please speak to your Housing Officer.
Comments, Compliments or Complaints
Kings Barton Housing Association (KBHA) takes very seriously any complaint made and will try and resolve problems quickly and efficiently. We would also like to hear from you any compliments or comments about the service you have received from KBHA or contractors acting on our behalf.
If you would like to make a comment, compliment or complaint, you can contact us via:
- Email –
This email address is being protected from spambots. You need JavaScript enabled to view it. - Use the contact form on the website
- Tel: 0117 9611171
- A letter sent to 5 Moravian Road, Kingswood, Bristol BS15 8LY
- Visit our office : Monday to Friday 09:00-12:30 at 5 Moravian Road, Kingswood
- Or directly with a King's Barton Colleague e.g. during a visit to your home or the site where you live.
We will respond within 5 working days.
Please see a copy of our Complaints policy and procedure here.
Annual complaint performance and service improvement report.
The Governing Body's response to our complaints policy.
Residents have the right to access the ombudsman service and details of how the individual can engage with the Ombudsman about their complaint, are available on their website: https://www.housing-ombudsman.org.uk/
If you need the complaints procedure or the Annual complaint performance and service improvement report in any alternative formats please contact the office using the above methods and we will endeavour to obtain this for you.
Tenant’s Panel
The Tenant’s Panel provides a forum for tenants from the different sites to meet and provide feedback about local issues, work with staff to improve services and be a sounding board for new developments. The panel meets 6 times a year and if you would like to find out more, please contact the Housing Manager for a chat.
Privacy Notice November 2022
Kings Barton Housing Association (KBHA) are committed to handling your personal information fairly, lawfully and securely in line with current data protection laws including the UK General Data Protection Regulation (UK GDPR).