repairs & maintenance

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1 repairs & maintenance

2 This section provides you with information about the repairs service for Bournemouth Borough Council tenants. We are committed to providing you with a well maintained home that meets the Decent Homes Standard. If you need an emergency repair call the 24-hour Freephone number Freephone

3 before you contact us about a repair Please look at the section on page 7 to see whether you are responsible for arranging the repair or we are. Decide when someone can be at home to allow the repair worker in to do the work. A responsible adult, carer or advocate must be in the home whilst the repair is being carried out. to report a repair Phone our repairs call centre on The call centre is available to take calls between 8.30am and 5.15pm, Monday to Friday. All other times are covered by our out of hours emergency phone line service on the same number. Our workforce carries out repair work between 8am and 4.30pm, Monday to Friday. All other times, including Saturdays, Sundays and Bank Holidays are classed as out of hours. An early evening appointment, Monday to Thursday with a latest start time of 5.15pm can be arranged for gas servicing. Saturday appointments are also possible by special arrangement. Repairs can also be reported online through our website at When reporting a repair, please advise the repairs clerk of your contact telephone number and any circumstances we need to take into account (i.e. that you are hard of hearing or have difficulties getting to the door). please remember If you are calling about a repair you have already reported, please let us know the job reference number given on your repair letter. Your phone call may be recorded for monitoring purposes. Who carries out your repair? Repairs to your home will be carried out by our Building Maintenance Team and contractors. We want the repairs to your home to be done with the least inconvenience to you. When you ring to report a repair, we will Freephone

4 offer you an appointment for the work to be carried out. This avoids you having to wait in for someone to call at an unspecified time. Appointments will not be made for out of hour s emergencies where the tradesperson will call at the earliest opportunity. We ask our Building Maintenance Team and contractors to: Wear identification badges. Treat you and your home with respect. Be courteous at all times. Not smoke in your home. Keep all appointments and ring you if they are running late. Give you details of the job to be done. Ensure that your possessions are protected during the work. Wherever possible to finish repairs in a single visit. Adopt a right-first-time culture. Arrange convenient appointments with you for follow up work if required. Response times When you report a repair to us we will discuss the nature of the problem. We will then tell you what response time category we have placed it in. The response times are measured from the date you report the problem to us. Right to Repair regulations Some repairs to your home will be covered by the Right to Repair Regulations. Right to Repair jobs are given as examples in the Repair Response Times section and indicated by the symbol (?). If your repair is covered by the Right to Repair Regulations and has not been carried out within the priority timescales set below you may be entitled to change the contractor who undertakes the work or compensation. If this is the case, please contact the Council either in writing or via the Freephone repairs line. The regulations do not apply if you have let the Council know that you no longer want the repair carried out or do not provide reasonable access. 3 Freephone

5 Repair response times When you report a repair to us we will discuss the nature of the problem. We will then tell you what response time category we have placed it in. The response times are measured from the time you report the problem to us. Emergency within 2 hours This is for an immediate response and therefore a repairs operative will be with you within two hours to carry out the repair. An emergency repair might be: gas leaks dangerous electrics seriously leaking pipes, tanks, cisterns or floods a blocked drain or toilet (where there is only one toilet in the property) dangerous structure fire damage accidental damage to glazing or external doors where security is at risk. In order to minimise damage it is worth familiarising yourself with the location of the following in case of emergencies: water stop taps electrical distribution board (fuse box) gas isolating cock (next to gas meter). If you cannot find where these are located in your property please contact us as we can either send you a floor plan of your property with these highlighted or a surveyor will visit you to show you. The Council may make a charge if you call out a tradesman for a non-urgent repair. Urgent within 24 hours This is for a response within 24 hours to carry out the repair. Examples would be: Freephone

6 ? total loss of electric power or water supply? unsafe power socket or electric fitting? total or partial loss of gas supply? blocked flue to open fire or boiler? total or partial loss of space or water heating between 31st October and 1st May? *blocked or leaking foul drain, soil stack or (where there is no other working toilet in the property) toilet pan? toilet not flushing (where there is no other working toilet in the house)? leaking pipe, tank or cistern? major roof leak? insecure external window, door or lock. Non Urgent within 5 working days Examples would be:? partial loss of electric power or water supply? total or partial loss of space or water heating between 30th April and 1st November? *blocked sink, bath or basin? tap which cannot be turned? loose or detached banister or handrail? rotten timber flooring or stair tread? door entry phone not working? leaking roof (non serious)? mechanical extractor fan in internal kitchen or bathroom not working minor plumbing leaks noisy boiler light fitting not working external door or window difficult to shut or lock repairs to paths tap repairs overflow problems. *This work may be charged to you unless there is a fault with the system (See table below on page 7 for guidance). 5 Freephone

7 Routine repairs within 30 working days Examples would be: re-pointing brickwork repairs to gates or fences internal plaster repairs non-urgent repairs to paths repairs to ventilation fans repair of defective guttering/rainwater pipes. With the exception of Emergency repairs we are able to offer an appointment so that you do not need to wait in unnecessarily. access to your home Our workforce will make every effort to keep appointments or call within the timescale (Priority) given to you. To ensure our organisation is efficient we ask that you also keep appointments. If you are unable to do this please ring the repairs Freephone line to rearrange the appointment with as much notice as possible. If you are out when a member of our workforce calls they will leave a card asking you to make another appointment. If we do not hear from you within 7 calendar days we will write to you requesting that you book an appointment to have the repair carried out. If you do not respond within another 7 calendar days of the letter the repair will be cancelled. communal areas Council staff inspect these areas frequently however if you notice any outstanding repairs in communal areas please report them on the Freephone number Freephone

8 The following table will help you to identify who is responsible for the repair: Structure & external Drains, gutters & external pipes 4 Roof, fascia, soffit & chimney stacks 4 External walls & rendering 4 Outside doors, windows, frames & sills 4 Door entry system to flat blocks 4 Replacement or additional door entry keys or fobs 4 4 Pathways & steps 4 Door number & letter plates 4 4 Gates 4 Communal washing lines & posts 4 Dustbins & household rubbish removed 4 4 Garages & outbuildings 4 Boundary fencing repair/replacement 4 Provision of new fencing 4 4 Gaining entry to a property after loss of keys 4 4 Communal entrances, halls, stairways & aerials 4 Lifts & lighting 4 Door entry phones, fire alarms & smoke detectors 4 Council Tenant Leaseholder 7 Freephone

9 Structure & installations in your home Internal walls, floors, ceilings (repairs, not decorations) Council Tenant Leaseholder 4 4 Internal doors & door handles 4 4 Plaster work to walls & ceilings 4 4 Replacement of vinyl floor tiles 4 4 Repairs to basins, baths, sinks & toilet 4 4 Water heaters & central heating equipment 4 4 Bath panels 4 4 Kitchen units & worktops 4 4 Repairs or replacement of taps, plugs & chains 4 4 Changing fuses, plugs, light bulbs & fluorescent tubes 4 4 Clearing blockages to sinks & baths 4 4 Window cleaning 4 4 Internal decorations 4 4 Upkeep of garden areas (unless communal) 4 4 Broken glazing 4 4 Disconnection & reconnection of cookers & fires Plumbing in of washing machines 4 4 Environmental treatment for infestation of wasps, vermin, fleas, ants & silverfish Repairs due to damage caused by resident, resident s family or visitors Freephone

10 All deliberate damage to any part of the building is the responsibility of the tenant or leaseholder and any repair carried out by us to rectify this may be charged accordingly. Heating If your heating fails between 31st October and 1st May and we are unable to repair due to unavailability of parts we will supply temporary electric heating. You must return the temporary heaters to the engineer when the heating system has been repaired otherwise you will be charged for their cost. Chargeable repairs If we have carried out a repair to your home that is your responsibility (see previous table for guidance) you will be charged for the cost of the repair (both material and labour costs). Chargeable repairs are normally only carried out at your request. You may also be charged if an out of hours repair has been carried out which is deemed not an emergency. Before the tradesperson will carry out a repair considered to be chargeable, you will be asked to sign a form agreeing to pay for the works. If you refuse to do this the tradesperson may not carry out the work. If you have an outstanding debt for previous chargeable repairs the Council will not normally carry out any further repairs until the debt is cleared, unless the repair is a serous health and safety issue. We provide a range of payment methods, the details of which are provided to you in writing on the reverse of the invoice. Vandalism or criminal damage If damage to your home was caused by vandalism or criminal damage you must report this to the police and they will issue you with a crime reference number. If you supply a copy of this letter with incident number to the Council, depending on the circumstances, the charge for the repair will be waived. 9 Freephone

11 Planned maintenance The Council has a policy of replacing building elements before they reach the end of their serviceable life. Programmes have been drawn up based on information held about the housing stock and are reassessed annually to reflect changes. Tenants can influence how these programmes are prioritised by making their views known to the Council. Surveys and meetings will be held to obtain these views. Please look in Homes News for details or contact a member of the Resident Involvement Team. Some repairs you report may be included in a programme in which case the above priority system will not apply but you will be advised when the work will be undertaken. Monitoring our service In order to monitor how well we are doing and to help identify areas of improvement, we randomly inspect completed repairs and also send out repair survey questionnaires. A pre-paid envelope is provided with these suveys. We aim to continually improve the service we provide. Your comments and feedback on how we have performed is valuable and will help us achieve this goal. We are therefore very grateful if you can spare the time to give us your views by completing and returning questionnaires or speaking to the surveyor who may visit your property to check that the repair has been completed satisfactorily. Problems with your repair We accept that from time to time we, or our workforce, may make mistakes and in order to put these right as soon as possible, it would be helpful if you could telephone the repairs clerk on Freephone and give details of your repairs complaint. If after this stage you still remain unhappy, please put your complaint in writing to the Director of Housing Landlord & Parks. Tenants improvements As a secure tenant you have the right to carry out improvements to your home but you must obtain our written permission beforehand. We will ask you to submit your proposals in writing giving full details of all the work you intend doing, who will be doing the work (you or Freephone

12 a contractor) and the planned length of time the work will take to complete. We will require a sketched plan for any proposed major changes. Approval will not be unreasonably withheld. Aerials & satellite dishes You must not attach any radio aerial, satellite dish or other piece of electrical equipment to the outside of the property without our written agreement and any necessary planning permission. We will consider each case on its merits and permission will not unreasonably be withheld. Compensation for improvements If your tenancy comes to an end you may be able to receive compensation for improvements that you have carried out. You have the right to compensation for certain improvements such as a new bathroom, toilet, kitchen, central heating and home security improvements. Please ask us if the improvements are eligible. You must apply for compensation when your tenancy ends. Remember to keep receipts for the improvements that you carry out. Adaptations If you, or a member of your family, have a disability that restricts your quality of life or your ability to live independently, we can provide support that will allow you to remain in your home. We can help you do this by providing minor adaptations, such as grab rails, banisters, lever taps or other smaller adaptations. If your needs are more severe, you may require a major adaptation, such as a ramp or level access shower. Adaptations are carried out after you have been assessed by an Occupational Therapist from Social Services. If the Occupational Therapist tells us that you need major adaptations to make life easier for you, then your name will be placed on a waiting list for the work to be carried out. The length of time that you wait for the work to be completed will depend on the priority given to your request by the Occupational Therapist. 11 Freephone

13 We will issue instructions to complete the work within 28 days of receiving a request from the Occupational Therapist for work that is critical or substantial to your wellbeing. This is subject to funding being available to the Council to complete this work. If you think that you would benefit from an assessment from an Occupational Therapist, please call Bournemouth Care Direct on (01202) Alternatively, if your current home is unsuitable, we can assist you to move to a more suitable property that will better suit your needs. If you are living in a property that is too big for your needs we can also pay for, and support you, to move to a smaller, more suitable property. You may also be entitled to removal expenses if you agree to move to a smaller home. See the Moving Home Matters section of this handbook. If you would like any more information about adaptations, and how to go about getting one, please contact our Repairs Hotline on or speak to your Housing Officer. contact us The Kinson Hub Kinson Library, Housing and Information Centre Wimborne Road Kinson Bournemouth BH11 9AW Telephone: (01202) Monday to Friday, 8.30am to 5.15pm Senior Living Housing Management Office Rear of 23 Knole Road Bournemouth BH1 4JD Telephone: (01202) Monday to Friday, 8.30am to 5.15pm N.B. This office is not open to members of the public Emergency Housing Repairs Telephone: Freephone

14 How to use this Guide to report a repair We are committed to improving the repairs service for our customers. The next few pages contain diagrams of the most common repairs reported. Please use these as a guide to help you and quote the page heading and item number shown in the box. Our repairs staff will be able to see the diagrams on their computer screen. Sometimes a surveyor may need to visit your home to make a diagnosis of exactly what is wrong. If your repair is of a very urgent nature a trades person will call as soon as practically possible. For other repairs we will try to offer you an appointment (morning or evening time slots). You will also receive a repairs receipt in the post. Please don t forget to ask for identification. 13 Freephone

15 baths & showers 2. Leakage between bath and wall 3. Broken or missing plug and chain 6. Dripping tap 7. Leaking tap 8. Loose fitting tap 9. Broken tap 1. Loose bath panel 10. Blocked bath 11. Waste broken 12. Waste fitting broken 5. Broken shower switch 4. Shower unit broken Freephone

16 doors external 1. Missing door number 2. Sticking door at top 3. Bell not working 4. Broken letterbox 10. Broken hinge 9. Damaged frame caused by force 8. Loose frame 5. Rotten weatherboard 6. Door sticking at bottom 7. Damaged threshold doors internal 11. Broken hinge 12. Door sticking at top/lock side 13. Door sticking on bottom hinge side 15 Freephone

17 doors garage 1. Up and over door not working properly 2. Up and over door broken 3. Broken or missing lock 4. Broken locking bar 6. Missing or broken padlock and fitting 5. Missing or broken padlock Freephone

18 doors locks & fittings 1. Any lock needs repair 3. Adjustment needed to overhead door 4. Broken side door closer 2. Broken overhead door closer 5. Broken floor spring 6. New keys needed for cylinder lock 7. Repairs needed to broken cylinder lock 8. Broken cylinder lock 9. Broken rim lock 10. Broken mortice deadlock 11. Broken mortice lock 12. Broken bolt 13. Broken plastic handles 14. Broken metal handles 15. Broken security chain 17 Freephone

19 doors pvcu 1. Sticking door at top/ lock side 2. Broken lock 6. Draught excluder needs replacing 3. Broken lock and handle 4. Double glazed unit in door is broken 5. Door sticking on bottom/hinge side 7. Spyhole required for PVCu door Freephone

20 drainage 1. Blocked soil stack 2. Leaking soil stack 3. Loose soil stack 8. Broken or missing gully grate 4. Blocked soil pipe 5. Blocked drain 7. Blocked gully 6. Loose manhole cover 19 Freephone

21 gutters & downpipes 4. Leaking plastic gutter 5. Leaking metal gutter 6. Broken plastic gutter 7. Broken metal gutter 3. Broken metal gutter fitting 2. Broken plastic bracket 8. Broken plastic stop end 1. Blocked gutter 9. Blocked downpipe 10. Downpipe leaking 11. Loose downpipe 12. Broken shoe on metal downpipe 13. Broken shoe on plastic downpipe Freephone

22 electrics lighting & miscellaneous fittings 1. Broken ceiling switch 4. Broken batten holder 2. Broken cord to ceiling switch 3. Broken light pendant, lampholder and rose 6. Loose light switch 5. Broken single light switch 8. Broken extractor fan 7. Broken double light switch 9. Broken smoke detector 10. Broken entry phone 21 Freephone

23 fencing & gates 1. Broken Suffolk latch 2. Broken bolt 3. Broken gate latch 4. Broken keep for latch 5. Gate not closing/ opening properly 6. Broken gate hinge 7. Broken pale on gate 8. Broken interwoven fence 1.8m high 9. Broken interwoven fence m high 10. Loose fence post 12. Metal gate/post needs repair 11. Loose chainlink fence Freephone

24 externals 1. Broken line for rotary dryer 2. Broken rotary dryer 3. Broken clothes post 4. Loose stone on top of wall 5. Step needs relaying 6. Paving needs relaying 23 Freephone

25 floor, wall & ceiling 1. Missing door number 2. Single wall tile needs renewing 3. Two or more wall tiles need renewing 4. Plaster on ceiling needs patching 5. Cracked ceiling plaster 9. Cracked wall plaster 8. Wall plaster needs patching 6. Loose skirting board 7. Damaged skirting board 10. Broken vent on wall 11. Single tile needs replacing or more tiles need replacing 13. Rotten floor Freephone

26 electrics power 1. Time clock needs repairing 2. Broken cooker switch 4. Loose socket 3. Broken single socket 5. Loose socket 6. Broken double socket 7. Consumer unit (fuse board) 25 Freephone

27 heating & hot water 1. Service required for gas fire (see Gas Safety Advice, page 9) 3. Broken storage heater 2. Gas fire not working 4. Radiator only partly warm: 1st Novemnber 30th April 6. Loose tile on surround 5. Radiator only partly warm: 1st May 31st October 7. 1 tile broken on surround tiles broken on surround 9. Missing cylinder jacket 10. Top immersion not working 11. Immersion temperature wrong 12. Bottom immersion not working Freephone

28 kitchen units 1. Broken catch 2. Broken door 3. Broken hinge 4. Door not opening or closing peoperly 10. Broken plastic drawer 9. Broken timber drawer 11. Broken plastic drawer runner 12. Water leakage between worktop and wall 8. Broken catch 7. Broken door 6. Door not opening or closing properly 5. Broken hinge 27 Freephone

29 roofs Interlocking Plain Slate tile tile 2. Broken chimney pot 1. Loose chimney pot loose slates or more loose slates broken slate or more broken slates roof tiles loose 4. 4 or more roof tiles loose 5. 1 plain tile broken 6. 2 or more plain tiles broken loose hip or ridge tile broken hip or ridge tile 7. 1 interlocking tile broken 8. 2 or more interlocking tiles broken 9. Leaking flat roof broken hanging tile or more broken hanging tiles Freephone

30 sinks & basins 1. Broken basin bracket 2. Broken or missing plug plug and and chain chain 3. Broken chrome grill in basin 14. Broken chrome grill in sink 7. Loose tap 8. Water leaking between wall and basin 4. Leaking tap 5. Dripping tap 6. Broken basin tap 9. Loose basin 10. Broken basin 11. Broken basin trap 12. Broken basin waste and trap 13. Blocked basin 15. Leaking tap 16. Loose tap 17. Broken sink tap 18. Dripping tap 19. Leakage between sink and wall 20. Blocked sink 21. Broken sink trap 22. Broken sink waste pipe and trap 29 Freephone

31 stairs 1. Broken handrail bracket 2. Loose handrail bracket 3. Broken handrail 4. Loose handrail 5. Loose tread 6. Rotten tread Freephone

32 toilets 1. Broken overflow pipe 3. Cistern not flushing 2. Overflowing cistern 4. Broken handle or chain 5. Broken flushpipe to high level cistern 9. Broken handle or chain 10. Loose cistern 8. Loose seat 7. Broken seat 6. Cracked pan 14. Blocked pan 15. Loose pan 11. Leaking flushpipe 12. Broken flushpipe to low level cistern 13. Broken soil pipe connection 31 Freephone

33 water services 1. Burst water pipe 2. Leaking water pipe 3. No water supply 4. Partial water supply 5. Stop tap not turning off or on 6. Overflowing tank If the overflow is running from the tank, the fault is most likely to be the ball valve Freephone

34 window glazing 1. Broken small clear glass 2. Broken small obscure glass 3. Broken small clear wired glass 4. Broken small obscure wired glass 9. Broken large clear glass 10. Broken large obscure glass 11. Broken large clear wired glass 12. Broken large obscure wired glass 5. Broken medium clear glass 6. Broken medium obscure glass 7. Broken medium clear wired glass 8. Broken medium obscure wired glass 33 Freephone

35 window PVCu 1. Small double glazed unit needs replacing 2. Medium double glazed unit needs replacing 3. Large double glazed unit needs replacing 4. PVCu window not opening or closing properly 5. Broken handle on PVCu window 6. Broken hinges on PVCu window 7. Broken fastener on PCVu pivot window Freephone

36 window PVCu 1. Side opening window not opening or closing properly 2. Broken hinge on timber window 3. Broken side handle on timber frame 4. Damaged frame 6. Damaged sill 5. Broken bottom handle on timber frame 7. Insecure window 35 Freephone

37 We hope you found this guide useful. If you have any further queries please contact

38 Designed in-house by Bournemouth Borough Council s Printing Services

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