Athena Helpdesk.
Help Topics
Intratone
9 Articles- What is Intratone?
- Intratone Fobs
- What properties are using the new Intratone System?
- What are the benefits of the new Intratone system?
- How to change a customers phone details
Grass Cutting
6 Articles- When is Grass Cutting Available?
- Charges for Grass Cutting
- Who handles grass cutting complaints?
- What are BA responsibilities?
- What if there is damage to my property following grass cutting?
Abandonment
12 Articles- Abandonment – Handling a Report
- What do I do if abandonment is reported?
- Abandonment – What do I do if contact is made with a contract holder?
- How is an abandonment property recovered?
- What if their are occupants in an abandoned property?
Adaptations
7 Articles- Who qualifies for help?
- How can contract holders request minor adaptations?
- How long is the wait after a major adaptation referral?
- How can contract holders request major adaptations?
- What happens after a TCBC referral?
Alterations & Improvements
12 Articles- Alterations & Improvements Completed Form
- What is the process for an Alterations Request?
- Work not requiring permission
- Work requiring permission
- Examples of Prohibited work
Anti-Social Behaviour
12 Articles- ASB – What is it?
- How to Report Anti-Social Behaviour
- Can We Accept Reports of Crime?
- Can We Accept Anonymous Complaints of ASB?
- How Can Customers Report Noise Nuisance?
Asbestos
9 Articles- What is asbestos?
- Where Can Asbestos Be Found in the Home?
- What are the risks of asbestos?
- How Does BA Manage Asbestos in Homes?
- If you think you have asbestos in your home what should you do?
Asset
40 Articles- What is Planweb (GIS)?
- What is a disrepair claim?
- Who deals with disrepair claims?
- What maps are on planweb?
- Understanding the default layer on Planweb
Assurance & Risk
28 Articles- Risk & Assurance Team
- Internal Audit Process
- Why do we need a Data Protection Policy?
- What is personal information?
- How do we manage data safely?
Bins & Recycling
13 Articles- Who deals with refuse and recycling collection?
- How do I order a new refuse or recycling bin?
- What goes in the purple bin?
- What day are bins collected?
- Missed bin collection
Business Improvement
4 Articles- What can our business improvement team help with?
- Customer Journey and Process Mapping Tools
- A3 Problem Solving
- Brainstorming
Caretaking and Grounds Service (Places & Spaces)
54 Articles- Overgrown trees
- Overhanging branches/Encroaching roots
- Tree blocking light/satellite signal
- Animals nesting/fouling in a tree
- Tree root is causing damage
Complaints
14 Articles- What is a complaint?
- What is Bron Afon’s complaint procedure?
- What happens during a Stage 1 Complaint?
- What happens during a Stage 2 complaint?
- How will we put things right?
Compliance
27 Articles- Asbestos Management
- Electrical compliance
- Why Do We Check Fire Doors?
- Gas service & Electrical checks
- Estate Management & Playgrounds
Contract Management
96 ArticlesContract Transfer (Assignment)
5 Articles- Who can a contract holder transfer to?
- How does a contract holder apply to transfer their occupation contract?
- What do I do once an application has been received?
- How is a contract transfer completed?
- Can a request to transfer a contract be refused?
Councillors
3 Articles- Who are the local Councillors?
- Who does a councillor contact at Bron Afon?
- How do I log contact from a councillor?
Death
13 Articles- Contract Holder Process – General
- Contract Holder Process – CHO
- Who is eligible to succeed?
- Deceased Contract Holder Process – what if the occupation contract is a joint occupation contract?
- What happens if the sole contract holder dies and their spouse or partner wishes to stay?
Decant
6 Articles- What is a decant?
- How do I know if a decant is required?
- Decants – Arranging A Decant
- Decants – What happens with rent?
- Decants – Ending a decant
Development & Regeneration
5 Articles- Development and Regeneration Team
- The Development Process
- Development & Regeneration Strategy
- Defects
- Re-purchase or ‘Buy Back’ of sold properties
Disrepair Claims
4 Articles- What is a disrepair claim?
- Who deals with disrepair claims?
- How is a disrepair claim raised?
- Process of dealing with a disrepair claim
Equality Diversity and Inclusion
13 Articles- Inclusion and our customers
- Equality, Diversity & Inclusion – Understanding our customers and shaping services
- Equality, Diversity & Inclusion – raising awareness
- Arranging for an interpreter to be present at a face to face meeting
- How to contact the Wales Interpretation & Translation Service
External support agencies
16 Articles- Access to work – what is it?
- Access to work- how can it help?
- Access to work – who is eligible?
- Warm Hubs
- School and childcare costs
Forms & Letters
28 ArticlesFinance
5 Articles- What are our finance team’s responsibilities?
- Finance – P2P ordering
- Travel Expenses
- Refund from a rent account
- Can I have a refund of my credit?
Fire Safety
5 Articles- Why Do We Check Fire Doors?
- When do fire door checks take place?
- Fire Safety – Who carries out a fire door check?
- When do fire door checks take place?
- How do I raise a job for an Automatic Opening Vent (AOV)?
Food Parcels
5 Articles- Emergency Assistance Payment (EAP)
- Do we help with food parcels?
- Food Parcels – what are the requirements?
- Do we have food vouchers to provide?
- Where else can I suggest help with food costs?
Fuel Payments (gas and electricity)
4 Articles- Can we help with fuel payments?
- What are the requirements for a fuel voucher?
- Emergency Fuel Payment
- How much are the fuel vouchers?
Garages
6 Articles- How to rent a Bron Afon garage
- How to check who owns a garage
- Giving notice on a garage
- Can a customer buy a garage?
- Can I log repairs for a garage?
Governance
3 ArticlesHousing Benefit
4 Articles- Housing Benefit – What is it?
- Housing Benefit – When is it paid?
- DHP – What is discretionary housing payment?
- How to apply for DHP?
Independent Living
19 Articles- Independent Living
- Independent Living – IL3
- Independent Living – White Goods
- Mobility Scooters
- Can a customer use and store a mobility scooter in their home?
Insurance & Risk
11 Articles- Insurance Certificates
- Home Contents Insurance Application pack
- Insurance Claim Form
- Motor Incident Crash Pack
- Contract Holder Accident/Incident form
Joint to Sole Contract
8 Articles- Joint to Sole contract
- Yoda – how to create and manage a new TMI – Joint to Sole Contract
- Joint to Sole – how is a joint to sole contract application applied for?
- Joint to Sole – how do I know if a sole contractor can stay at the property?
- Joint to Sole – What happens when the contract converts to a sole occupation contract?
Key Fobs
4 Articles- How to request a new key fob?
- Lost key fobs
- How do I take a payment for a key fob?
- Broken or damaged key fobs
Learning & Development
5 Articles- What is the LMS?
- Personal Learning Accounts
- Excel
- Personal Safety & Lone Working
- Learning & Development request form
Leasehold
37 Articles- What are service charges? – Leaseholders
- Anti-Social Behaviour – Leasehold
- Commercial Premises
- Leasehold Management Policy – Introduction
- Leasehold Management Policy – Aim
Mutual Exchange
12 Articles- How to contract holders find someone to exchange with?
- How do contract holders apply to exchange?
- What happens when we receive a mutual exchange form?
- Mutual Exchange – what checks need to be completed?
- In what circumstances would a mutual exchange be refused?
My Bron Afon
6 Articles- What is My Bron Afon?
- Where to find the contract number
- What can My Bron Afon do?
- Updating contract details
- How to access My Bron Afon
New Homes
35 Articles- How Do People Rent From BA?
- Moving in with Bron Afon – how is shortlisting completed?
- Moving in with Bron Afon – how do you get priority housing?
- Moving in with Bron Afon – What are the stages of shortlisting for a property?
- Allocations – what could stop someone being offered a property?
Occupation Contract Fraud
2 Articles- What do I do if I believe someone is committing occupation contract fraud?
- What do I do if I have evidence to confirm occupation contract fraud has been completed?
Outdoor Communal Areas
5 Articles- Communal Garden – Can you have a bench or garden furniture in the communal garden?
- Communal Garden – Can you have a Paddling Pool in garden/grounds?
- Communal Garden – Can you have a trampoline?
- Communal Garden – Can you have a BBQ?
- Communal Garden – Can you sit outside in the communal garden?
Pest Control
5 Articles- Pest Control – Who is responsible for dealing with pests in the home?
- Pest Control – damage caused by pests
- Who is responsible for removing pests from communal areas?
- How to keep pests under control
- Where can contract holders access advice on pest control?
Pets
6 Articles- What type of pets can a contract holder have?
- Animals and Pets
- Animals & Pets – Contract Holders Responsibilities
- What happens if a pet causes a nuisance in the community?
- Pet permission request – guidance notes
Planweb (GIS)
10 Articles- What is Planweb (GIS)?
- What maps are on planweb?
- Understanding the default layer on Planweb
- Understanding the adopted highway map
- How to check a boundary on Planweb
Process flow charts
9 Articles- Condition of property process flow – Notification
- Condition of property process flow – TMI creation
- Condition of property process flow – Contact
- Condition of property process flow – Home Visit
- Condition of property process flow – Re-Visit
Rent Account Stages
8 Articles- Rent Account Stages – No Stage
- Rent Account Stages – Stage 1
- Rent Account Stages – Notice Seeking Possession
- Rent Account Stage – Court Warning Letter
- Rent Account Stages – Court Hearing
Rent increase
4 Articles- Garage rent increase letter 2024
- Shared ownership rent increase letter 2024
- Rent increase letter 2024
- Group home rent increase letter 2024
Rent Payments
24 Articles- Rent Payments – When is rent charged?
- Rent Payments -Can I discuss the rent account?
- Rent Payment – How can customers pay their rent?
- Rent Payments – Can a contract holder set up their own direct debit?
- Rent Payments – How do I calculate a charge?
Rents
56 Articles- Rent Policy
- Rent recovery process
- Rent advice – Turn2us
- Universal Credit – what is it?
- Universal Credit – how to apply?
Renting Homes Wales
11 Articles- What is the Renting Homes Act Wales?
- Renting Homes Wales – what do contract holders need to do?
- What is the purpose of the Renting Homes Act?
- What is the Renting Home Act changing?
- What does the Renting Homes Act Wales mean for contract holders?
Repairs - Self-Help Guides
16 Articles- How to bleed a radiator
- How to unblock a toilet or sink
- How to unblock a sink or basin
- Blocked drain or toilet
- How to thaw a condensate pipe
Responsive Repairs
23 Articles- What is a responsive repair?
- What to do in an emergency
- What is an emergency repair?
- Repair responsibilities
- How contract holders can report a repair
Safeguarding
35 Articles- Safeguarding Team
- Domestic Abuse Policy
- Reporting a Safeguarding Concern
- Safeguarding Wales
- What is safeguarding?
Service charges
4 Articles- Applying service charges – Leaseholders
- Service Charge Policy
- Why do we need a service charge policy?
- What is a service charge?
Sole to Joint Contract
8 Articles- Sole to Joint – Who can be added as a joint contract holder?
- Sole to Joint – what eligibility checks are completed?
- Sole to Joint – do I need to complete any property checks?
- Sole to Joint – should I provide any advice to the applicant?
- Sole to Joint – How do I sign up a joint occupation contract?
Subletting
4 Articles- Is a contract holder able to sublet?
- How is subletting identified?
- How does a CHO investigate subletting?
- What action can we legally take against a contract holder subletting?
Sustainability
26 ArticlesTenancy Support
15 Articles- Tenancy Support – how can we help?
- Raising a support referral on YODA
- Tenancy Support – How do I see if there is an active support case?
- Tenancy Support – What do I need to include in the referral?
- Do we help with food parcels?
Touchpoint
58 Articles- Touchpoint – how to open Touchpoint
- Touchpoint – the call bar
- Touchpoint – Statistics window
- Touchpoint – action buttons
- Touchpoint – signing in and out
Trespassers
8 Articles- Trespassers (unauthorised occupants)
- Trespassers (Squatters)
- Trespassers (unauthorised occupants) – What happens if the occupier is a spouse?
- Trespassers (unauthorised occupants) – What happens if the occupier is a cohabitant?
- Trespassers (unauthorised occupants) – What if the occupier does not meet the above criteria and has permission from the contract holder to remain?
Universal Credit
6 Articles- Universal Credit – what is it?
- Universal Credit – how to apply?
- Universal Credit – What’s needed to apply?
- What happens if there’s a sanction?
- Rent Increase with Universal Credit
Work safe
17 Articles- Personal Safety & Lone Working
- What is work safe, be well?
- Health & Safety Team
- Safety Briefing – Needlesticks & Sharps
- Safety Briefing – Driving in Winter
Uncategorized
- Documotive – editing files
- Documotive – full user guide
- How to refer to Families First?
- How to add an additional mailbox
- How do I reset my password?
- Remove old addresses from Outlook drop down list
- How do I import my Favourites into Microsoft Edge?
- How do I find out my mailbox size?
- How do I access my email from home?
- How do I access Microsoft Teams?