Reward FAQs

Questions

Answers

Why are you writing to some residents in November?Residents will be receiving a one off notification from us in November if they are at risk of receiving our Bronze level of service when Reward goes live in March 2018 because of their current circumstances. We want to work with you and give you the opportunity to receive our Reward Silver or Reward Gold level of service by making sure you meet the terms and conditions of your tenancy agreement.
If I recieve a notification will I receive the Bronze level of service between
now and March 2018?
No. You will continue to receive our standard level of service. This is a one off notification to give you the opportunity to meet the terms of your tenancy agreement before the scheme goes live in March 2018.
How will I be affected if I am in Reward Bronze
when Reward is launched?
You will receive our basic level of service:
- Only receive contractual repairs and statutory repairs to comply with Section 11 of the Landlord and Tenant Act 1985.
- We will not carry out planned works such as new kitchens and bathrooms.
What action do I have to take to receive Reward
Silver when Reward is launched?
To receive our Silver level of service when the scheme goes live your account must have:
- No debt on main rent account.
- And no court costs.
- And no open incidents of proven anti-social behaviour.
I have a debt on my main account – what do I do?You will need to clear all your outstanding debt and make sure your rent contribution is continually paid in advance.
I have a debt relating to court costs - what do I do?You will need to clear all unpaid court costs.
Can I check my main account balance or court
cost balance online?
Yes. You can sign up toMyHome Online or login to your MyHome Online account via our website – www.stonewater.org/myhome-online.
I’m on Housing Benefit, why does this affect me?

We will not take into account the amount of rent payment that we expect to receive directly from Housing Benefit on your behalf, only any proportion you are responsible for paying yourself.You will be expected to make sure that you have provided all the paperwork that is needed for your claim and will be expected to chase late payments.
How will this scheme work when I get Universal Credit?

When you change from Housing Benefit to Universal Credit payments we will expect you to let us know that you are going to be receiving Universal Credit and provide us with all the details including the payment date. We will expect that as soon as you receive your first Universal Credit payment, you pay your rent in full immediately, to ensure that you do not have any arrears showing on your account.
What support will I get to make sure I receive the standard level of service, Reward Silver?Our Income teams will work to help you meet your rent payments. Your tenancy agreement will set out what we expect from you.
What is an open incident of proven anti-social
behaviour (ASB)?
An open incident of proven ASB is an ongoing case of ASB that has yet to be resolved satisfactorily between all involved.
What is your definition of an incident of proven
ASB?
When, on the balance of probabilities, we believe that you have behaved unreasonably. In addition to this if you or any member of your household has a criminal or civil prosecution related to the locality of your home then this would result in a proven status.
What action do I need to take to resolve my open
incident of proven ASB?
You or any members of your household must have no further incidents of proven ASB.
Can I request a review of the level of service that I have been placed on?If you believe you are not in debt and/or do not have an open incident of proven ASB, then please contact us on 01202 312715 so we can review the information held on your account.A full review and appeals process will be available once Reward has been launched in March 2018.
Will you notify me if my Reward status changes?We will write to confirm your level of service when Reward is launched in March 2018.
Can I check my reward status at anytime between now and March 2018?No. This is a one off notification to say you are at risk of receiving our Bronze level of service when Reward goes live. Our next communication will be when Reward is launched in March 2018.
What do you mean I could only receive contractual repairs and statutory repairs to comply with
Section 11 of the Landlord and Tenant Act 1985?
As a Landlord we have a responsibility to carry out contractual and statutory repairs to comply with Section 11 of the Landlord and Tenant Act 1985. For more information please visit the official legislation.gov.uk website at www.legislation.gov.uk.
Will I receive planned works as a Reward Bronze
customer?
We will not carry out planned works such as new kitchens and bathrooms for Reward Bronze customers.
What will happen next?We will be writing to all customers in March 2018 when the scheme launches to confirm your Reward level of service. You will be able to access information about your Reward level of service, when the scheme is live, via your MyHome Online account at anytime. You can register now for a MyHome Online account at www.stonewater.org/myhome-online.