Embedded Files
Please write all your gateway notes under the following 4 headings – Background/ Query/ Outcome/ References.
Please see below examples of information that should be included under each heading where applicable to the gateway query
1. Background
+ income) – benefits, employment (working hours and salary)?
+ property – rented, mortgaged, living with friends/family?
+ any children? What are their ages?
+ is there anyone else living in the property?
+ does anyone in the property have any long term health problems and if so what are they?
+ does cl have a communication barrier ? – e.g. English is cl’s 2nd language, cl has a learning difficulty, cl is deaf
+ what action has the cl taken so far, when was this action taken and what was the outcome?
+ key dates – most recent letters/ court hearings/ deadlines for forms to be returned or letters to be responded to (consequences for not meeting deadlines)
+ explore related issues e.g. with a debt issue - is there any way for cl to increase their income, does the client have any other debts that they have not mentioned?
+ discrimination/social policy issues
2. Query
+ What help does the cl want?
3. Outcome
+ what information have you explained to the client?
+ what options have you given to the cl for dealing with the issue?
+ has the cl confirmed any action they are going to take?
+ which organisations have you signposted the cl to, what are the cost implication & what information will the client need to have to hand?
+ Are there any other free sources of advice available to cl? (e.g. trade union, legal expenses insurance included in household contents/car/credit card insurance policy)
+ If an appointment has been booked – include the: purpose of the appointment; date; time; location & what cl is going to bring to the appointment.
+ If the cl’s case has been referred to an adviser/another bureau – who have they been referred to, how and when will they be contacted?
+ what have you suggested the client can do if their options don’t work?
4. References
Example:
Background
Cl lives in private rented accommodation (via letting agent) with his girlfriend and 2 children, aged 2 & 4 years old.
Cl has lived in the property for approx. 1 year, the rent is paid monthly. He was initially given a 6 month fixed term contract which expired and has not been renewed; he now has a statutory periodic tenancy.
2 nights ago (28/04/2014) the cl's electrical sockets stopped working. He has 1 socket that does work and he has his fridge/freezer plugged in.
Cl called his landlord yesterday (29/05/2014) and the landlord sent around an electrician yesterday evening. The electrician said that the house needs re-wiring. The letting agent is sending around another electrician today but s/he has not yet arrived.
Cl can access internet at the library.
Query
Cl wants to know if he can withhold his rent.
Outcome
Explained that (according to s.11 of the Landlord and Tenant Act 1985) the landlord is responsible for keeping the electrical wiring in repair and the duty to carry out repairs arises once the landlord has been told about the disrepair.
If nothing is planned after this evening's visit from the electrician. Gave cl the option of reporting the repairs to the letting agency in writing and guided cl to the CAB sample letters on reporting housing repairs.
Explained that withholding his rent could put him at risk of being evicted. Guided cl to information on the CAB website detailing the specific procedure that must be carefully followed if you do decide to use future rent to pay repairs.
Provided cl with ‘phone number for Shelter: 0808 800 4444. Informed cl that Shelter is a specialist housing and homelessness charity, which might be able to assist him further.
References
Disrepair - what are the landlord's responsibilities? (EW) § What does section 11 cover?
Disrepair - what are the landlord's responsibilities? (EW) § Telling your landlord about the repairs
Withholding rent because of disrepair (EW)
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