Spectrum Housing Group sets a minimum standard that our homes will meet when we relet them. Some repairs will be carried out before you move in,

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1 RELET STANDARDS gas servicing & repairs

2 Introduction Spectrum Housing Group sets a minimum standard that our homes will meet when we relet them. Some repairs will be carried out before you move in, others afterwards. The following table lists the checks we will make and when we will undertake any maintenance works.

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4 Account will be taken of acceptable/normal wear and tear that would occur when assessing your home against the above standard. After you have moved in Customber Responsibilities The sort of repairs that you are responsible for: Plumbing: Blocked sinks, basins and toilets Shower hoses, heads, curtains, rails, fittings The bleeding of radiators Toilet seats Tap washers Electrical: Light bulbs, starters & fluorescent tubes Fuses & circuit breakers Batteries in smoke detectors Doorbells General: Internal decorations Draft proofing Oiling of locks & hinges Replacement or damage to locks Lost or stolen keys Replacement of broken glazing Pests

5 Removal of rubbish Intentional or negligent damage by you Items provided or installed by you Spectrum Housing Groups Responsibilities The following are examples of our repair responsibilities: Emergency - make safe within 24 hours. Genuine danger to life and limb or likelihood of major damage to the property. Examples are: Gas leaks - always contact TRANSCO immediately Burst pipes Complete loss of electric supply (contact your electricity supplier first) Complete loss of water supply (contact your water supplier first) Failure of warden call system Electrical faults where there is risk of injury Heating failure between 1st November and 30th April (unless alternative heating is available) Serious roof leaks Broken main entrance door Blocked main underground drains Smoke detector not working (does not include changing batteries) Removal of racist or offensive graffiti Breakdown of combination boilers Complete loss of hot water supply (no alternative)

6 Broken glass in communal areas Complete failure of lighting in communal areas (e.g staircases) Urgent - Completed repair within 7 days Examples are: Plumbing leaks Electrical faults Heating failure between 1st May and 31st October Lift breakdown Non-flushing toilet Lack of hot water (where an alternative is available) Minor roof leaks Routine - Completed repair within 28 days. Examples are: Dripping tap or ball valve Carpentry repairs Light pendants or other electrical fittings Repairs to external fittings Gas Safety Instructions Each year around 40 people die and a further 200 suffer carbon monoxide posioning because of faulty gas appliances. In many of these cases the problem could have been avoided if an annual safety check had been made. Annual Gas Safety Checks As a responsible landlord, Spectrum Housing Group takes its obligations to health and safety seriously. This is particularly the case with performing annual gas safety checks on the appliances we provide in our homes.

7 Gas appliance servicing is an important safety aspect of our standard service to all customers. For a very small inconvenience we can help secure the safety of you and your family at no extra cost to yourself. Each year our contractors check the gas appliances in all of our homes. They undertake repairs and maintenance works if required to ensure the safe operation of the appliances. At the end of this they issue a safety certificate (CP12) and give you a copy. This is our record of the check. Spectrum Housing Group retains these certificates on file for 2 years. How you can help Spectrum Housing Group takes all reasonable steps to ensure that the gas safety checks take place. To do these check we need access to your home. They do not take long. You can help us by making sure that: You report any faults with the appliances we have provided to our contact centre as soon as they occur. Responding to our contractors when they call to arrange an appointment to do the gas safety check or when you receive a letter from us about this. Being at home at the time arranged for the appointment. Under your Tenancy Agreement, Spectrum has the right to gain access to your home to undertake these works, If you consistently refuse to co-operate with us or refuse access we will escalate the request for access as follows: The contractor will contact you to arrange the inspection 10 days beforehand. If this is unsuccessful we will write to you asking you to call the contractor or our contact centre to make an appointment within 10 days.

8 If this is unsuccessful we will write to you again. We will ask you to call the contractor or our contact centre to set the appointment within 7 days. We will also outline the legal course of action that we may take. If this is unsuccessful we will use any one of a number of legal options to gain access to your home for example, injunction or Notice Seeking Possession). When something goes wrong The fastest way to get the repairs tackled is to call our contact centre. Make sure you have all of the details about the repair needed - the more information you can give us the more quickly we will be able to arrange the repair work. The contact centre will tell you which category the repair falls into and will make the arrangements with our maintenance partners to get the job done. Freephone or from a mobile

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11 Contact Us If you require further information about this leaflet, please contact us by letter, , telephone or visit our website. Spectrum Housing Group Spectrum House Grange Road Christchurch BH23 4GE Freephone: or from a mobile Fax: Website: This leaflet is available in other languages, braille or large print on request. Leaflet Code: SG 040/ V1 Copyright Spectrum Housing Group 2013 Spectrum Housing Group is registered under the Industrial and Provident Societies Act 1965 with the Financial Conduct Authority No 32020R. Registered with the Homes and Communities Agency No 4759 Readability

12 Translation If you require this document in a different language, please tick the appropriate box and return this form to us.

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