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My Account
Damp, mould and condensation
We take all reports of damp and mould in your home very seriously.
Your home
On this page you can find key information to help you live in your home, including security and bin collections on your site, as well as our approach to pets and pests.
Pets
Written Permission must be obtained from Brunelcare before keeping a pet under the conditions of your Tenancy or Lease agreement. You will not normally be allowed to keep pets in your home, so please check with us first. If you require a medical or support animal, for example a guide dog, we will consider individual requests on a case-by-case basis and you may be asked to provide supporting evidence with your request for permission.
If you do have a pet in your home, you are reminded that you will be held responsible for the behaviour of your pet. Pets must be kept under control and not cause a nuisance or danger to anyone living on or visiting your site.
Dogs should be kept on a lead at all times, particularly in communal areas such as gardens and corridors of the scheme. In the interest of hygiene, pets are not allowed on communal furniture, and owners must ensure any fouling is removed from the grounds.
If you are away from the property for a period of time, e.g., on holiday, during a hospital stay, you should make arrangements for the care of your pet.
Pest control
Tenants are responsible for destroying pests in their home or a private garden unless there is clear evidence that the pests have arisen due to Brunelcare’s neglect. Brunelcare will deal with pest where they are present in or on communal areas and shared spaces that we own and manage or where a defect has been identified which has allowed the pest to access individual homes.
We will give advice on how to get rid of pest within your home, but if you have a problem with a pest and do nothing to resolve the problem it could affect your neighbours’ homes. If your home has been identified as the cause of a pest problem, as a result of your behaviour or the condition of your home, you may be liable to pay the costs of resolving the problem in your home and any other homes that have been affected. Keeping you home clean and tidy is the best way to prevent pests.
Some local authorities offer lower-cost pest control services. Find out more about Bristol City Council’s pest control service.
If you find a pest in a communal area or shared space, please contact us as soon as possible and Brunelcare will arrange to remove the pests.
Bins and waste collections
Bristol City Council is responsible for the provision of bins and recycling containers. The Council is also responsible for the collection of all waste and recycling bins. All residents are encouraged to dispose of their waste into the correct bins, as not doing so can result in cross contamination and the bins not being collected and emptied.
Bin Storage in communal areas (internal or external) requires residents’ cooperation to keep them clean, tidy and free from bulky waste and large items at all times. Large items can be removed by arrangement with Bristol City Council and should not be left around your site or in the communal areas/shared spaces. Medical refuse such as sharps boxes must be disposed of safely and in accordance with health & safety regulation on safe disposal.
Bristol City Council can provide you with information on how often and what date the collection will take place on your scheme/site.
Alertacall
All of Brunelcare’s Sheltered Housing properties will have an electronic tablet device installed as part of the service provide by Brunelcare. The service provider is Alertacall and the device has a number of different features:
- Keeping Customers Informed: Brunelcare can message directly to your device to share information about your property or site, and you also have the ability to message us directly via Alertacall.
- Report a repair or antisocial behaviour: your device gives you another method of logging a repair request or reporting antisocial behaviour. We will respond to you based on what is being reported.
- Alertacall Callback: The devise is active between 8am and 10pm 7 days a week and you can request to speak to an Alertacall operative to help with general enquires outside of normal office hours. Alertacall will then raise a request with Brunelcare based on the conversation.
- Access the Customer Portal: The My Account button will allow access into Brunelcare’s Housing Management system. This is where tenants can view their rent account, payment history, make a payment and view any repair requests made by you or anyone living in your property.
- Ok Each Day: Residents have the option of regular contact from the Alertacall team and every resident with the device can opt in or out of the service, offering tenants flexibility of how and when they use this functionality. For example, you can choose to press the button once a day or once a week, and set it at a time that suits you. If the button is not pressed at the set time or date, a member of the Alertacall will contact you to check that there is no problem.
