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Publications

All of our publications are available for you to view and download in this area as PDF files. To open a PDF file you need to have Adobe Acrobat installed on your computer.

Click here to download Adobe Reader.

Our leaflets are also available in other languages, in larger print, Braille or on audiotape or CD. Please contact your area housing office if you need any of these services.

Resident newsletters


We publish our residents’ newsletter, Merlin Matters, every three months. You can download all of the issues from the past three years below. If you have any stories that you’d like to see in Merlin Matters email merlinmatters@merlinhs.co.uk or call 01454 821036.

PDF symbolMerlin Matters, issue 19, autumn 2011 (pdf 10.8 MB, opens in new window)
PDF symbolMerlin Matters, issue 18, summer 2011 (pdf 7MB, opens in new window)
PDF symbolMerlin Matters, issue 17, spring 2011 (pdf 4.8MB, opens in new window)
PDF symbolMerlin Matters, issue 16, winter 2010 (pdf 6MB, opens in new window)
PDF symbolMerlin Matters, issue 15, autumn 2010 (pdf 5MB, opens in new window)
PDF symbolMerlin Matters, issue 14, summer 2010 (pdf 8.5MB, opens in new window) 
PDF symbolMerlin Matters, issue 13, spring 2010 (pdf 3.1MB, opens in new window) 
PDF symbolMerlin Matters, issue 12, winter 2009 (pdf 1.5MB, opens in new window) 
PDF symbolMerlin Matters, issue 11, autumn 2009 (pdf 4.3MB, opens in new window)
PDF symbolMerlin Matters, issue 10, summer 2009 (pdf 1MB, opens in new window) 
PDF symbolMerlin Matters, issue 9, spring 2009 (pdf 4.8MB, opens in new window) 
PDF symbolMerlin Matters, issue 8, winter 2008 (pdf 4Mb, opens in new window) 
PDF symbolMerlin Matters, issue 7, autumn 2008 (pdf 1.9MB, opens in new window) 
PDF symbolMerlin Matters, issue 6, summer 2008 (pdf 3.2MB, opens in new window) 
PDF symbolMerlin Matters, issue 5, spring 2008 (pdf 2.2MB, opens in new window) 

PDF symbolSheltered Housing newsletter, issue 7, November 2011 (pdf 670kb, opens in new window)
PDF symbolSheltered Housing newsletter, issue 6, September 2011 (pdf 2.3MB, opens in new window)
PDF symbolSheltered Housing newsletter, issue 5, August 2011 (pdf 100kb, opens in new window)
PDF symbolSheltered Housing newsletter, issue 4, May 2011 (pdf 640kb, opens in new window)
PDF symbolSheltered Housing newsletter, issue 3, February 2011 (pdf 570kb, opens in new window)
PDF symbolSheltered Housing newsletter, issue 2, December 2010 (pdf 1.4MB, opens in new window)
PDF symbol
Sheltered Housing newsletter, issue 1, November 2010 (pdf 670kb, opens in new window)

Resident information


PDF symbolHow to buy your home (pdf 215kb, opens in new window) 
PDF symbolHow to calculate the cost of buying your home (pdf 130kb, opens in new window)
PDF symbolHow to change or swap your home (pdf 180kb, opens in new window) 
PDF symbolHow to sell your home (pdf 170kb, opens in new window)
PDF symbolHow to complain or give feedback (pdf 160kb, opens in new window)
PDF symbolHow to get involved (pdf 150kb, opens in new window)
PDF symbolHow to pay your rent (pdf 210kb, opens in new window)
PDF symbolCustomer care - our commitment to you (pdf 110kb, opens in new window)
PDF symbolEquality & Diversity - our commitment to you (pdf 160kb, opens in new window)
PDF symbolRacist incidents and hate crimes - our commitment to you (pdf 155kb, opens in new window)
PDF symbolDomestic violence - our commitment to you (pdf 155kb, opens in new window)
PDF symbolAids & Adaptations (pdf 280kb, opens in new window)
PDF symbolAsbestos and DIY (pdf 450kb, opens in new window)
PDF symbolIntroducing our Decent Homes Programme (pdf 300kb, opens in new window)
PDF symbolKeeping your home free from condensation (pdf 345kb, opens in new window)
PDF symbolPet Ownership Guide (pdf 485kb, opens in new window)
PDF symbolRepairs Handbook (pdf 800kb, opens in new window)
PDF symbolTackling anti-social behaviour (pdf 550kb, opens in new window)
PDF symbolTenants Handbook (pdf 1.2MB, opens in new window)
PDF symbolYour Service Charges Explained (pdf 180kb, opens in new window)

Our service standards


Our service standards have been produced in line with the Tenant Services Authority's (TSA) standards which were published in 2010. Click each of the TSA standards below to view our service standards relating to it.

PDF symbolHome service standard (735kb, opens in new window)
PDF symbolInvolvement and Empowerment service standard (pdf 685kb, opens in new window)
PDF symbolNeighbourhood & Community service standard (pdf 1MB, opens in new window)
PDF symbolTenancy service standard (pdf 750kb, opens in new window)
PDF symbolValue for Money service standard (pdf 720kb, opens in new window) 

Corporate publications


PDF symbolAnnual Report to residents 2010 - 11 (pdf, 1MB, opens in new window)
PDF symbolAnnual Report summary 2010 - 11 (pdf, 2.6MB, opens in new window)
PDF symbolAnnual Report to residents 2009-10 (pdf 3.8MB, opens in new window)
PDF symbolAnnual Report to residents 2008-09 (pdf 945kb, opens in new window)
PDF symbolAnnual Report and financial statements 2010 - 11 (pdf 900kb, opens in new window)
PDF symbolAnnual Report and financial statements 2009 - 10 (pdf 325kb, opens in new window)
PDF symbolAnnual Report and financial statements 2008 - 09 (pdf 335kb, opens in new window)
PDF symbolAsset Management Strategy 2009 - 12 (pdf 490kb, opens in new window)
PDF symbolAudit Commission inspection report 2009 (pdf 330kb, opens in new window)
PDF symbolResident cook book and calendar 2009 - 10 (pdf 2.4MB, opens in new window)
PDF symbolValue for Money strategy 2009 - 12 (pdf 490kb, opens in new window) 

Repairs & Tenancy

If you want to report a repair at any time or a tenancy issue outside of our office hours, call our 24-hour freephone hotline, 0800 953 0340.