Know your home. L&Q Direct. Your repairs and maintenance guide (local rate)

Transcription

1 L&Q Direct Report a repair (local rate) Opening hours Monday to Friday 8am to 8pm Saturday 9am to 1pm Outside of these hours, on bank holidays and Sundays, please contact us for emergency maintenance issues only. Know your home Your repairs and maintenance guide One Kings Hall Mews. Lewisham. SE13 5JQ Tel: Fax: L&Q is an exempt charity LQ0018

2 Contents About this guide 4 Important items in your home Check where the following items are in your home and jot down the information Item... Gas handle To turn off gas supply (see page 7) Fuse box (or consumer unit) To isolate circuits and turn off electricity with a trip switch (see page 8) Stopcock To turn off water supply (see page 10) Where is it... Repair and maintenance responsibilities 4 Looking after your home 6 Gas 7 Electricity 8 Water 10 Heating 12 Sinks and wastes 14 Toilets 15 Doors and windows 16 Condensation 17 Fire safety 18 Communal areas 20 Gardens 20 Pests 21 Home improvements 22 Contents insurance 24 How to report a repair 26 Boiler (see page 11) Heating controls and thermostat (see page 12) Smoke detector (see page 18) 2 3

3 About this guide Your repair and maintenance responsibilities towards your home. How to look after your home and deal with problems that arise. Making improvements to your home. Getting contents insurance. How to report a repair that is L&Q s responsibility. The table below explains what else you are responsible for and what L&Q, your landlord, has responsibility for. Item Structure and exterior Responsibility L&Q You Fixtures and fittings for water, gas, electricity, space and water heating Repair and maintenance responsibilities It is your responsibility to keep the inside of your home clean and in good condition. This includes redecorating as often as needed and keeping any areas shared with other residents clean, tidy and free of rubbish. You should promptly report repairs that L&Q is responsible for. Our contact details and response times can be found at the end of this guide. You must give access to inspect or carry out the repairs. We will usually provide 24 hours notice unless it is an emergency. Paying for damage caused If you, your family or visitors cause damage by neglect, misuse or failure to report a repair, you will be charged for the cost of the damage. We will carry out all rechargeable repairs in accordance with our response times which are set out in the how to report a repair section of this guide. When your tenancy ends and you prepare to vacate the property, you will be expected to leave it in the same condition it was let. This means leaving the property and garden in a clean condition, removing all your furniture, domestic appliances and rubbish, and disposing of floor coverings. We will charge you for the cost of work if we have to put things right. What if I can t carry out my maintenance responsibilities? If you don t have a relative or friend who can help you with your maintenance responsibilities and due to age or disability you re unable to carry these out yourself, let us know. We can provide information on the support agencies who can help. Periodic decoration outside your home and any shared areas, and internal areas where necessary as a result of repair work* Common entrances, halls, stairways, lifts, passageways and other communal areas, including communal grounds Repairing and maintaining improvements, fixtures and fittings that you install Replacing broken glass (broken by you, your family or visitors) Renewing locks and keys Connection of a cooker Replacing light bulbs Replacing lost bath, sink and wash basin plugs Unblocking sinks and wash basins Replacing tap washers Renewing damaged lavatory seats Renewing re-wireable fuses Testing smoke alarms Filling minor cracks in plaster Looking after your garden Removing all rubbish from home and garden and disposing of it properly Dealing with pests** * If you have a secure tenancy we will decorate the inside of your home every seven years ** Some exceptions apply where L&Q will deal with pest problems 4 5

4 Looking after your home Gas Gas supply The main gas on/off handle that supplies the gas to your home is usually next to your gas meter. If you smell gas Turn off your gas supply. 2. Open any windows and doors to let the gas disperse. 3. Do not light matches, lighters or cigarettes. 4. Do not turn on lights or sockets. 5. Call the National Grid on Carbon monoxide Carbon monoxide is a poisonous gas that you cannot see, smell or taste. It can be caused by faulty central heating systems, gas appliances and fires, as well as blocked flues and chimneys. If it goes undetected it can kill without warning in a matter of hours. The symptoms of carbon monoxide poisoning include tiredness, drowsiness, headache, nausea, and pains in the chest and stomach. If you or your family experience these symptoms you must seek urgent medical advice. Allow us access to carry out annual gas safety checks on gas appliances that we own (if you don t you could end up in court); and Get an engineer who is on the Gas Safe Register to install and maintain your own gas appliances, such as cookers. Tamper, interfere with or alter the gas system or meters; Cover a gas appliance or block any vents on appliances; Block or obstruct any fixed ventilation grilles or air bricks; Block or cover outside flues; Use portable oil, paraffin or gas appliances in the home, other than sealed oil-filled radiators; Sleep in a room where a gas appliance, eg a conventional gas fire, is left burning at night; or Use a gas appliance if you think it is not working properly. For more safety information on gas appliances, refer to the Gas Appliances leaflet, which can be requested from L&Q Direct or found on our website. (L&Q contact details and the website address are at the end of this guide) 6 7

5 Electricity Fuse box The fuse box (also called the consumer unit) contains the main on/off switch for the electricity. The fuse box can usually be found next to the electricity meter. It has a circuit breaker that, if a fault occurs, automatically switches the electricity off by tripping the switch to break the circuit. You will also find a row of smaller switches called mini circuit breakers. These control the electricity to the lighting and socket circuits in particular rooms or parts of your home. They will trip out if there is an overload on a particular circuit (eg if a light bulb blows). Safety around electricity There are a number of ways to increase your safety using electricity in your home. Unplug electrical appliances when they are not being used; Keep appliances clean and in good working order; Check for a British or European safety mark when buying an appliance; Use the right fuse in a plug to prevent appliances overheating; Use the appropriate conversion plug if appliances have different fittings; and Keep appliances, plugs and sockets away from water. The main on/off switch Fusebox/board (consumer unit) Mini circuit breakers (MCB) (can trip/change position if there s a problem) Tamper, interfere with or alter electrical systems or meters; or Overload plug sockets an extension lead or socket should never have appliances that together use more than 13 amps. For example, a kettle uses 13 amps, a tumble dryer uses 13 amps, and a television uses 5 amps. Plugging a kettle and a washing machine into the same socket would overload it. If you lose electricity Loss of electricity could be because of a power cut or, if you have a top-up electric key meter, a lack of credit. If it is none of these, check if a fuse has tripped in the fuse box. To do this: 1. Open the cover on the fuse box. 2. Check which fuse switches have tripped to the off position and put them back to the on position. If fluorescent lights are flickering Flickering lights in fluorescent tube can be because the starter needs changing. This is a time switch that helps the tube light up. To change a starter: Turn off the light switch; Turn off the electricity from the Starter fuse board (as explained above); Remove the starter by twisting it anticlockwise for a quarter of a turn; and Put the new starter in and turn it clockwise to lock it in position. If this has not worked you may need to change the fluorescent tube. To do this: Turn off the light switch; Turn off the electricity from the fuse board (as explained above); Remove the diffuser (the light cover) if one is fitted; Remove the fluorescent tube by twisting it this will have a number and size on it so you can buy a replacement; and Replace the fluorescent tube. If it keeps tripping it could be because of a faulty electrical appliance. To check this: Unplug all electrical appliances (eg toasters, kettles, TVs etc); Turn off the electricity at the fuse box; Reset the fuse switch on the fuse board that has tripped and turn the electricity back to the on position; and One by one, start plugging in and using all the appliances until the trip goes again the last appliance you plugged in will be the faulty appliance. End support bracket Fluorescent tube Diffuser 8 9

6 Water (Anti-clockwise) (Clockwise) Stopcocks and gate valves A stopcock is a valve that stops the water supply into the property. It is important to know where the stopcock is in case you have a leak and need to turn the water supply off. The stopcock is often under your kitchen sink. It can also be found close to where the mains water enters your home, such as under a metal cover on your front garden path, in an external or internal intake cupboard or under floorboards close to the front door. A gate valve cuts the supply of water connected to the pipework of items such as water tanks, sinks or boilers. Know where your stopcock; Turn the stopcock off an on a few times each year so it doesn t seize up; and In the event of a leak, turn your water supply off at the stopcock and then turn on all taps to remove any remaining water from the pipes. Then contact L&Q Direct to report the leak. (Anti-clockwise) (Clockwise) Force the stopcock if it is difficult to turn. Contact L&Q Direct if you are having problems with this. Frozen pipes Cold weather can cause pipes to freeze. When this happens the pipes can burst and cause a water leak. To prevent this happening: Insulate external taps by wrapping them in insulating cover; these can be bought at DIY stores; Turn your cold taps on for ten seconds every day to keep the water in the main pipes moving; and If you are going away, turn off the water supply at the stopcock and drain the hot and cold water system by turning on the taps. You can also leave the heating on very low to maintain a constant balance of warmth in the property. Try to thaw pipes with boiling water or a flame as this will cause them to burst. Boiler not working The boiler heats up your water via a hot water cylinder and is usually in the kitchen. If you are not getting any hot water and have a top-up gas supply, check you have credit. If you do not, this will cut off the gas supply. If this is not the cause then check the boiler is turned on at the switch. The switch is usually below or next to your boiler. If you have power to the rest of your home but the boiler still doesn t work, try replacing the fuse in the switch. This should be done with a fuse of the same rating and make sure you turn the switch off when changing the fuse. If you have done this and the boiler still doesn t work, contact L&Q Direct. Overflow Lagging Gate valve 10 Immersion heater Hot water temperature control Hot water cylinder Tanks and cylinders If you have one, check the hot water cylinder from time to time to ensure that the lagging (insulation) is in place and that everything looks okay. Some are covered with insulating foam and do not have lagging. Hot water cylinders can usually be found in the airing cupboard. The cold water storage tank in houses is usually in the loft. You should take care in loft spaces so that you do not cause damage to the ceilings in rooms below. Gate valve Ball valve Limescale Much of the UK has hard water. To avoid the build up of white deposits of limescale try using a special remover liquid on things such as shower heads or screens, kitchen sinks and draining boards. You can use less soap in a washing machine if you add some water softener. Ask a hardware shop for this. Rising main (cold water supply) 11

7 Heating Radiators If the top part of a radiator is cold, this is because air is trapped and has stopped hot water from filling the radiator. Bleeding the radiator releases the air and can be done with a cheap tool called a bleed key (available from DIY stores) and a cloth. Turn off the heating system; Place the bleed key into the bleeding valve this is the small square nut at the top end of the radiator; Hold the cloth below the key to collect any excess water; Slowly turn the key anti-clockwise until you hear a hissing sound this is the air being released; When water starts to come through, turn the key back clockwise to shut the valve off; and With some types of boiler you may have to top up any lost water. This may require the assistance from L&Q Radiator bleed valve Radiator valve can be opened to increase the heat of the radiator Unscrew the valve completely as the plug will come right out; or Leave the valve unscrewed as water will continue to come out of the radiator. Thermostats A thermostat measures temperature in a room and is usually found in the hallway or living room. For a comfortable room temperature, thermostats are usually set between 18 C and 22 C. If the temperature goes above the programmed setting, the thermostat stops the system from heating until the temperature falls back to below the programmed setting. To increase the temperature, set the dial by turning it to the required temperature. Or if you have a digital thermostat, press the + button until you reach the right temperature. Electric storage heaters Energy companies supply power to electric storage heaters overnight. The power heats bricks within the heater and stores this up. The heater is controlled by an input and output dial. Setting the input dial at the maximum will allow the heater to store as much heat as possible. The output dial regulates the heat escape from the heated bricks. Putting this on high will heat the area quickly but will also use the heat supply quickly, whereas a lower setting will release heat more slowly but will conserve the energy supply. During extreme weather conditions and winter months, it may seem that the heaters are not effective. This will usually indicate that the input and output dials need adjusting to release enough heat. Programmers The programmer is usually found near the boiler and it switches the hot water and central heating on and off. It is usually fitted with a timer so you can set when the heating and hot water comes on and off. Sometimes there is also an override button that will turn on the heating/ hot water even if it has not been programmed to come on at that time normally. Never put anything on a storage heater! If you have storage heaters within your home, do not cover them or place furniture, such as sofas, too close to them. Blocking the heaters can cause them to overheat and cut out which requires an engineer to fix the issue. Rapid overheating by lack of ventilation to the heater can also cause a fire hazard. 12 Room thermostat 13

8 Splashback tiles Sinks and wastes Blocked sinks Usually blocked sinks and baths happen because items have gone down them and caused the blockage. If there is a blockage to a bathroom sink and bath at the same time, it could be that there is an external blockage. You will need to report this to L&Q Direct. Keep a strainer in your kitchen sink to prevent food going down the drain. Scrape plates thoroughly before washing them up. Use adequate soaps and detergents to break down the oil and fat used in cooking. Collect cooled used cooking oil and fat into a container, and discard it in the bin (not the drain); and Keep drains clear by using hot water and soda crystals. Unblocking sinks Use a plunger which can be brought from DIY stores or supermarkets. To use a plunger: If the sink has a pop up plug, remove it. Some pop up plugs can just be pulled out and others may need to be unscrewed; Fill the sink with enough water to cover the rubber part of the plunger; Cover the overflow with a cloth; Place the plunger over the plug hole and pump it up and down rapidly about ten times; and Remove the plunger and see whether the water drains away. If not, try again. Sink strainer Wash basin stand Allow food, oil and fat to go down the sink. Allow any foreign objects such as hair grips or cotton buds to go down the bathroom sink or bath. These will quickly collect other debris such as hair and cause a blockage. U-bend After the blockage, it is a good idea to clean out the trap (the u-bend under the sink). This is a piece of plumbing that retains a small amount of water, creating a seal to prevent sewer gas from reaching the property. To clean a trap: Make sure the taps are turned off first and then put a bucket or washing up bowl underneath to collect any water; and Once cleaned out, replace the trap and make sure it is screwed back tightly. Toilets Blocked toilets Sometimes items that get flushed down a toilet can cause blockages. Make sure that any fresheners attached to the rim of the toilet basin are fastened securely so they do not fall down the toilet pan. Put too much tissue down the toilet; or Put items such as nappies, sanitary towels, baby wipes or cotton wool down the toilet. Seat If we have to unblock a toilet because you have caused a blockage, you may be charged for this. Unblocking toilets If the toilet is not overflowing and just draining slowly you may be able to unblock it by pouring a few buckets of water down the pan. Or you could use a chemical cleaner for dissolving too much toilet tissue (always wear rubber gloves and read the instructions carefully). If this does not work: Do not keep using the toilet, and avoid flushing it; Pipe to overflow Ball valve float Fixing screws Lid Water supply Cistern flush handle Pipe to cistern Pan Soil pipe Remove as much water from the pan as possible; Use a toilet plunger in the same way as a sink plunger (explained on page 14) to try to shift the blockage toilet plungers are similar to sink plungers but are shaped to fit a toilet pan; and Flush the toilet to see if the blockage is gone and repeat if necessary

9 Doors and windows Hinges (Hidden) Condensation Draughts and heat loss You can reduce drafts and heat loss from doors and windows with simple measures. Place a draught excluder around doors and windows; Place a flap over the letter box; and Close curtains and shades at night to protect against cold draughts. Leave internal doors open, especially when the outside doors are open. If you are concerned about heat loss, L&Q s energy team, L&Q Energy, may be able to help. L&Q Energy offer advice on current government schemes, power supplier schemes and general advice on power conservation. Contact L&Q Direct for more information Lock (replacement is rechargeable) Hinges (Hidden) Cockspur (side handle) Preventing condensation Everyday activities such as cooking, washing and bathing can cause condensation. This is where moisture in the air makes contact with a cold surface, such as a window, and condenses leaving water droplets on the cold surface. If this happens on a regular basis, a fungus called black mould can form on walls, ceilings, clothes and furniture. As well as affecting plasterwork and rotting window frames, black mould can affect your health if not treated. To prevent condensation and mould you should maintain a constant balance of warmth and ventilation in your home: Dry washing outdoors or in the bathroom, with the door closed and a window open or an extractor fan running; Cover pots and pans when cooking, and switch the kettle off as soon as it starts to boil; Vent tumble dryers outside; Use extractor fans where you have them; Open windows when you are using a room; Keep trickle vents open (these are a very small opening in a window that allows ventilation); When having a bath, fill it with cold water and then hot to avoid too much steam; and Insulate and draught proof your home. This will keep your home warmer meaning condensation is less likely to form and you will also cut fuel bills. Treating condensation and mould Mould can be treated very easily: Wipe off as much of the mould as you can using a fungicidal wash, following the instructions carefully. This can be bought at most supermarkets and hardware stores; Dry-clean mildewed clothes and shampoo carpets; Do not use a vacuum cleaner or dry brush as this can release the mould spores into the air; and Repaint using a fungicidal paint and dry any wet surfaces, such as windows and windowsills daily to help prevent mould coming back. Locks If you door lock is difficult to operate there are some things you could try to make it work again. Carefully coat your door key with a recommended lubricant from a locksmith or hardware shop. This could loosen some of the parts of the lock to get it working again. Friction stay 16 17

10 Fire safety Battery operated smoke alarm Smoke alarms Smoke alarms are fitted to ceilings to detect fire and provide a warning alarm. They can give you precious time to escape the fire. If you don t already have a smoke alarm you should fit one on every level of your home (you can get them from DIY stores). Test your smoke alarm once a week by pressing the test button until the alarm sounds; Change the battery once a year (unless it s a five or ten-year model); Open the case twice a year and gently blow inside to remove dust from the sensors. Vacuum through the holes if it is one that doesn t open; and After ten years it s best to get a new alarm. Cover up your smoke alarm; Remove your smoke alarm; Remove the batteries from your smoke alarm; and Fit your smoke alarm in or near to the kitchen, bathroom or garage. These are places that can set it off accidentally due to everyday activities that cause smoke, steam or fumes. Changing batteries on a smoke detector If your smoke alarm is not working or bleeps on a regular basis, you may need to change the battery. Always replace the battery promptly. Preventing a fire Take care when cooking with oil and fat as it can set on fire very easily if it becomes too hot; Check that everything is safe before you go to bed. For example, make sure the cooker is turned off and that candles and cigarettes are put out properly; Buy furniture that has fire resistant labels; Keep matches and lighters out of the reach of children; and Put candles in a secure holder and away from materials that may catch fire, such as curtains. Overload plug sockets (see page 8 for more information on electrical safety): or Smoke in bed or in other areas where you may fall asleep. In the event of a fire... It is advisable that you and your family understand your escape route and you have a plan should a fire break out. If a fire starts: Do not tackle the fire yourself; Get everyone out of the property; Do not try to rescue possessions; Keep down low if there is smoke in the room; Call 999 and ask for the fire service; If you live in a block with a communal area, check the evacuation policy (near the front door). You may be required to stay in your property if the fire is not in your home. Mains operated smoke alarm with battery backup 18 19

11 Communal areas Pests Sharing space Communal areas include entrances, stairwells, corridors, landings, lifts, balconies, bin areas and washing and drying areas. These spaces are shared with other residents and there are a number of things you should do to make sure they are kept in good order. Keep all communal areas clean, clear of rubbish and free from obstructions; and Place all refuse in appropriate bin bags and dispose of them in chutes, containers or communal bin areas used for this purpose. Gardens If you have a garden If you have your own garden or outside space you are responsible for its upkeep. Keep the garden tidy and free of rubbish; Cut the grass regularly in summer; and Keep hedges around the garden maintained to a reasonable height and condition and not obstructing footpaths. Keep personal belongings and rubbish in communal areas; Block corridors, staircases, balconies or lifts; or Store any vehicles powered by petrol, diesel or paraffin in shared areas such as hallways. Erect a shed, garage or greenhouse without our permission; Remove, alter or replace hedges, fences, walls or trees without our permission; Dig in the garden to a depth of more than 0.5 metres without our permission; and Store rubbish, furniture or appliances in the garden. Preventing pests Pests such as rats, mice, ants, cockroaches, bed bugs and fleas are attracted to homes because of the supply of food, water, warmth and shelter. They can cause a nuisance, damage property and be a health and safety risk. Pests are your responsibility to get rid of, but here are some tips to prevent them entering your home. Dispose of rubbish properly, placing it in containers with secure lids; Keep any stored food in airtight containers; Keep kitchen work surfaces and cupboards clean; Vacuum floors right up to the skirting boards; Treat pets with a flea prevention product; and Remove sources of water that could attract pests. Allow the garden to become untidy or leave unwanted rubbish outside; or Leave pet food out overnight. Getting rid of pests Some things that can help resolve pest problems include: Contacting the Environmental Health department of your local authority. Some services are provided free of charge or at a discounted rate to families on benefits; and Use remedies that you can buy from a local DIY store (eg flea and ant powders, mouse traps or poison). Where we may help with pests We may deal with a pest problem if it is cockroaches, squirrels or rat infestations inside the property, or if there are mice and more than one property is affected. We will also deal with it if: Remedial action you have taken has not worked because the infestation affects several properties; You suffer severe financial hardship that makes it difficult to afford the cost of remedial action; or You are not capable of taking remedial action (eg infirm or vulnerable)

12 Home improvements Carrying out home improvements Many residents like to make improvements to their home, such as fitting a new kitchen or bathroom, installing double-glazing or loft insulation. To do this you must first get L&Q s permission and ensure the work is carried out by a qualified contractor. You will not be able to make home improvements if you: Are an assured shorthold tenant; Are under a possession order; or Owe any money to L&Q. How to ask for permission You can ask for permission by requesting the Altering Your Home leaflet from L&Q Direct or your Neighbourhood Services Officer. This contains an application form. Compensation for improvements As long as permission was given, you may be able to receive compensation for certain qualifying improvements when you leave

13 Contents insurance Why have contents insurance? Contents insurance covers your personal belongings against loss or damage caused by fire, theft, vandalism, escape of water and certain other specified events. You are responsible for arranging your own contents insurance as L&Q do not insure your possessions. This is not the same as buildings insurance, which L&Q, as your landlord, is responsible for. This insures against damage to the structure of the property and does not cover any of your possessions. It is advisable to get contents insurance as unexpected incidents can happen. Having insurance will minimise the cost that you could face if things go wrong. Getting contents insurance To help you, L&Q has negotiated a special discounted insurance policy, exclusive to L&Q residents. This has premiums substantially lower than normal market rates. The policy offers new-for-old cover and a range of premium payment options, including paying fortnightly by swipe card. For further information or to apply for cover please contact L&Q s Insurance team: One Kings Hall Mews Lewisham London SE13 5JQ insurance@lqgroup.org.uk If you make your own private arrangements, it is important that you make it clear that you are a tenant living in rented accommodation when purchasing cover. This is to ensure that you are also offered cover for any fixtures and fittings that you are responsible for (eg laminate/wood flooring or kitchens installed by you). Contents insurance covers your personal belongings against loss or damage caused by fire, theft, vandalism, escape of water and certain other specified events

14 How to report a repair To report a repair that L&Q is responsible for, contact L&Q Direct on: or which may be cheaper from mobile phones You can report repairs online at Telephone lines are open 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays. Outside of these hours, an emergency-only service operates. Our response times Category 1 Emergency (within 24 hours) Category 2 Urgent (within five working days) Category 3 Essential (within 20 working days) Category 4 Non essential (within 40 working days) Where the defect presents an immediate danger to the occupant or members of the general public (eg loose or falling brickwork, tiles, gas leaks or electrical faults likely to cause shock or fire); Where further damage will be caused to the property if the repair is delayed and/ or it presents a health hazard (eg burst pipes, severe roof damage, drainage problems causing waste water to back up or flood entrance paths); and You are required to provide access at any time of day. Where the fault causes considerable inconvenience or risk to the occupants (eg loose or damaged stair tread or hand rails, defective multi-point or central heating boilers or the loss of staircase lighting); Where there are minor structural faults that are likely to create further damage in the short term (eg missing or slipped slates, dripping pipes or waste, front entrance or fire doors needing easing and adjusting); and You will be given the choice of an am or pm appointment within the next five working days. For all essential routine repairs not in category 1 or 2; and You will be given the choice of an am or pm appointment within the next 20 working days. For repairs that are classed as either major or miscellaneous and have a threshold completion of 40 working days. Examples include damp proof works, or works that require scheduled planning