Your home

Keeping your home in tip-top condition is really important to us and we know it is to you as well. That's why we're always improving them and keeping them running as smoothly as possible. Sometimes things do go wrong and you will need to let us know when they do, so here's how:

Reporting your repair is easy and we have lots of ways for you to do that:

  • By logging into your account.
  • By using the form on the right of this page 
  • By email
  • Contacting us via Facebook or Twitter.
  • By text: 07860 027935 (make sure you include your house number, postcode and brief decription of the problem)
  • By phone: 01495 745910 (Monday to Friday, 9am to 5pm)

Before you contact us though please make sure you try and assess what your type of repair is.

Is my repair an emergency?
A repair emergency is one that could cause danger to your health or serious damage to your home, eg flooding, electrical failure or full central heating breakdown in sever weather (October to March). If you think your repair is an emergency, we will make it safe the same day, and carry out any further work during normal working hours.

Is my repair urgent?
An urgent repair is something like a leaking toilet or lack of hot water, if your repair is along these llines then we will complete it within seven days.

Is my repair routine?
This is something that is not likely to cause any damage to your home or effect your health, this could be blocked gutters or if your kitchen door has fallen off. If this is your type of repair, we will complete it within 28 days.

Out of hours, emergency only: 01495 325333 (Any call out that is not an emergency will be re-charged to the tenant.)

Gas leaks are to be reported immediately to Transco, on 0800 111 999.

See our repair service standards.

Some common questions we have been asked

Q. Will you come and change my lightbulb?
A. We only change lightbulbs in communal areas.

Q. I have a problem with rats.
A. You need to contact your local Council as they deal with pest control, but also contact Melin to let us know where they are entering the property.

Q. There is a wasp nest.
A. We will only treat wasp nests if they are attached to the property (this doesn’t include sheds)

Q. My sink or toilet is blocked.
A. We ask residents to try sink/ toilet unblocker first before we will attend. If we visit you and the problem has been caused by food, hair, wet wipes etc then we will recharge you the cost of the call out.


Anti-social behaviour & Hate Crime
How we can help

Anti-social behaviour has a huge impact on the lives of people and the communities they live in.
We have a zero-tolerance approach to incidents of ASB and hate crime, and have a specialist team in-house who are on hand to deal with it.
The team has a great track record in taking legal action and tackling ASB and hate crime.

What is anti-social behaviour:
• Excessive and persistent noise nuisance
• Abusive, threatening or violent behaviour
• Drug use or drug dealing
• Criminal behaviour
• Harassment
• Vandalism
(These are just some of the types of ASB)

What is a hate crime?

If you are experiencing harassment, intimidation or someone is being aggressive towards you based on your nationality, ethnic origin, colour, political or religious beliefs, sexuality, age or disability then you are experiencing hate crime.

We can help by;

  • Investigating any complaints thoroughly
  • Showing you how you can help us to complete our investigations
  • Depending on the information or evidence we have, we will use a range of legal and non-legal ways to tackle the antisocial behaviour
  • Working with other agencies
  • Let you know if we are unable to take action and why

What you can do;

When you signed your tenancy agreement with us you promised to be responsible for the behaviour of everyone living in or visiting your home. All we ask is to be a good neighbour and ask wherever possible to sort things out between you and your neighbours – sometimes all it needs is a brief and calm conversation to sort issues out. So while we take reports of ASB seriously, wherever possible you should try talking to the person involved first before calling us. They may not be aware that their behaviour is having a negative impact on your life. If this isn’t possible or doesn’t work then the next step is to speak to our Community Safety Team, who will be able to offer advice and support.

Your Community Safety Team will deal with:

  • Verbal abuse
  • Harassment
  • Intimidation
  • Drunken behaviour
  • Criminal Behaviour (where there is Police evidence)
  • Noise nuisance (e.g. barking dogs)
  • Hate-related incidents

We will not deal with any of the following:

  • Children playing in the street or arguing
  • Events in the home such as; flushing toilets, cooking smells, smoking in own home, washing machines, babies crying or playing.
  • Staring or looking at someone.
  • Pets straying across garden areas.
  • One-off noise nuisance such as a one-off party or BBQ.
  • Personal disputes where no breach of tenancy can be proven.
  • Problems arising from a conflict of lifestyles, such as shift work.

How to report ASB to us;

  • Online at www.melinhomes.co.uk (using the asb form)
  • Through our online chat facility on our website
  • By emailing asb@melinhomes.co.uk
  • By calling 01495 745910
If you are reporting noise nuisance then we strongly recommend that you use the Noise App which instantly records the noise on your phone and sends the report to the officer dealing with your complaint.

Our promise to you;

If you report ASB then the community safety team will keep things confidential. We will make sure you know the name of the officer dealing with your problem and will respond to low-level issues within three working days and urgent issues within one working day. If you are reporting a criminal matter then we will need Police evidence in order to progress the matter.


Other information you may need;

You can always ring the police's non-emergency hot-line number, 101 to report any instance of anti-social behaviour. If the situation is very serious, urgent or life-threatening, you must call the emergency services on 999.

  • Live Fear Free Helpline 0808 80 10 800

For social services and environmental health (including noise) contact your relevant local authority

  • Monmouthshire County Council 01633 644644
  • Torfaen County Borough Council 01495 762200
  • Newport City Council 01633 656656
  • Blaenau Gwent Council 01495 311556
  • Powys County Council 01597 826000

Other useful agencies are;

  • Crimestoppers 0800 555 111
  • Connect Gwent  0300 123 21 33


Moving on

If you wish to end your tenancy you must give us four weeks notice. The notice starts on the Monday after we have received your request, for example if we receive your letter on Tuesday your notice would be four weeks from the following Monday. Please let us know if you wish to end your tenancy via the contact form on the right. Once you have told us that you wish to end your tenancy we will arrange for one of our Housing Officers and Maintenance Officers to visit you. We do this so that you have an opportunity to ask any questions about your move.

Find out how you can get a £150 cashback for being an excellent tenant when you end your tenancy through our golden handshake scheme.

FAQs

What happens if there is damage to the property?
The property needs to be returned to us in a suitable condition for the next resident to move in. The Maintenance Officer will discuss any items that might need attention during the end of tenancy visit. You may be charged if the damage is found to be your fault.

What if I owe money to Melin?
We will make every attempt to help you clear the debt by agreeing for you to pay by installments. If no attempt at repayment is made we will make every effort to retrieve the debt and will give an unsatisfactory financial reference to any enquiry from future landlords.

What if I want to leave before the agreed date?
If you want to return your keys early and we are able to re-let your home before the end of your notice period, you will not have to pay any rent after the date that the new tenancy starts. However, if you don’t return your keys until after the agreed tenancy end date stated on the letter, you will be charged a week’s rent and this will continue until we are in a position to take back the property.

Can I leave items at the property when I move?
When you move out, all your belongings and furnishings should be removed. The only time you will be able to leave items is when it is felt that the incoming resident would benefit from them and it has been agreed with us. We will dispose of anything left at the property that has not been agreed with us and you will be charged for the costs of removing these items.