Residents repairs and maintenance handbook

Transcription

1 Residents repairs and maintenance handbook Keep this safe - You may find it useful when you need to phone for a repair!

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3 Contents Introduction 6 Are we responsible for carrying out repairs and maintenance to your home? 8 Reporting repairs 16 Out of hours emergency service 17 What we need to know 17 When you make an emergency call 17 Who is responsible for repairs? 20 Insurance 22 Chargeable repairs 22 Vandalism or graffiti 23 What to expect from us 23 Right to repair 24 Planned maintenance 24 Improvements and alterations 25 Aids and adaptations 26 Code of conduct 27 Dealing with emergencies 28 Repairs responsibility 30 bathroom - decoration (internal) 30 domestic appliances - floor covering 31 footpaths, steps and ramps - gates 32 glazing - ironmongery 33 kitchens - plastering 34 plumbing, repairs and leaks - sanitary ware 35 sink units - windows 36

4 Frequent repairs 38 Bathrooms and WC Water system Communal facilities External doors and windows Gardens, fences and garages Heating, gas and electrical Internal doors Kitchens Roofs, chimneys and rainwater Stairs Helpful tips 95 Looking after your home 96 Condensation and mould growth 97 Dampness 99 Protection from frost damage 99 Leaking, burst or frozen pipes 99 Gas safety inspections 101 Bleeding a radiator 102 Loss of electric light or power 103 Controlling your central heating 105 Sinks and drains 106 Clearing a blocked waste pipe 106 Clearing a blocked WC 107 Smoke alarm maintenance 108 Legionella 108 Asbestos 108 Decoration 109 How can I save energy in my home? 109 Index 113 Notes 117 Alternative formats 121

5 Introduction

6 Introduction Introduction First Wessex Property Services (FWPS) manages the Repairs and Maintenance Service for First Wessex (FW) dealing with both responsive repairs and planned works. We are happy to give assistance and advice on any repairs issues you may have. Just contact Customer Services. Keep this handbook easily accessible. It will help you report your repairs and give you some useful tips on looking after and staying safe in your home, as well as providing you with information on your and First Wessex s responsibilities. You might find it useful to find and record the location of the following items which, in case of an emergency, may help you minimise possible damage to your home and/or report the repair. Important equipment Where is it? Mains water stop valve inside your home Electric fuse box and trip switch Gas supply tap Central heating boiler Cold water storage tank Hot water tank Do you have an immersion? Make sure you know where the main stopcock is, and how to turn it off, also, be sure you know how to turn off your electricity and gas supply in an emergency. The information in this booklet can be provided in alternative formats including large print, audio tape, Braille and other languages. Please contact Customer Services for more details. 6 Residents repairs and maintenance handbook

7 Are we responsible for carrying out repairs and maintenance to your home?

8 Our responsibility Are we responsible for carrying out repairs and maintenance to your home? We carry out repairs and maintenance to a wide range of homes on behalf of First Wessex (FW) including homes rented on a long and short term basis and homes purchased on a leasehold basis. The extent of First Wessex s repairing obligations vary according to the legal arrangements between First Wessex and an individual resident and this determines what works we can and cannot do for you. The table on the following pages summarises the repairs and maintenance entitlements for different types of housing. Please refer to your tenancy agreement or lease for further information, alternatively do not hesitate to contact us if you require advice on this issue or indeed any repairs issues you may have. Just contact Customer Services. 8 Residents repairs and maintenance handbook

9 YES indicates where First Wessex have responsibility and First Wessex Property Services will carry out repairs. Maintenance and Repair Descriptions Routine Maintenance (e.g. door needs easing) or Urgent Maintenance (e.g. no hot water) to home Assured, Protected and Secure Residents Yes Generally Please see page of the handbook for details of residents obligations e.g. internal redecoration and examples of where residents may be recharged e.g. child has broken a window Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Yes Generally Please see page of the handbook for details of residents obligations e.g. internal redecoration and examples of where residents may be recharged e.g. child has a broken window Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Yes Generally but permission will be requested from the owner of the property before any work is completed. Please see page Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value No Leaseholder responsible for repairs. Our responsibility Residents repairs and maintenance handbook 9

10 Maintenance and Repair Descriptions Emergency repairs to dwelling e.g. blocked toilet where only one toilet in the dwelling Assured, Protected and Secure Residents Yes Please see page of the handbook for examples of where tenant may be recharged e.g. keys lost so new lock required Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Yes Please see page of the handbook for examples of where tenant may be recharged e.g. keys lost so new lock required Our responsibility Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value Yes Generally but permission will be requested from the owner of the property before any work is completed. Please see page Yes (but will be recharged). Leaseholder may ask First Wessex Property Services to carry out repair but will be recharged and will receive an invoice. 10 Residents repairs and maintenance handbook

11 Maintenance and Repair Descriptions Routine Maintenance (e.g. repair to bin store area) or Urgent Maintenance (e.g. repair to entrance door) to Communal Areas Assured, Protected and Secure Residents Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Yes Yes Yes Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value Yes Generally but permission will be requested from the owner of the property before any work is completed. Leaseholders will be recharged as part of leaseholders annual service charges under dayto-day repairs. Please see page Our responsibility Residents repairs and maintenance handbook 11

12 Maintenance and Repair Descriptions Emergency repairs to Communal Areas e.g. no lighting Our responsibility Assured, Protected and Secure Residents Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Yes Yes Yes Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value Yes Generally but permission will be requested from the owner of the property before any work is completed. Please see page Leaseholder will be recharged based on the number of dwellings affected e.g. 25% if four dwellings.charge will be included as part of leaseholders annual service charge. 12 Residents repairs and maintenance handbook

13 Maintenance and Repair Descriptions Planned Maintenance (e.g. re roofing) or Cyclical Maintenance (external painting to homes or communal areas) Assured, Protected and Secure Residents Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value Yes Yes Yes Yes Generally but permission will be requested from the owner of the property before any work is completed. Please see page Leaseholders will be recharged as part of leaseholders annual service charge under major works or via your Sinking/Reserve Fund if applicable Our responsibility Residents repairs and maintenance handbook 13

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15 Reporting repairs

16 Reporting repairs Reporting repairs Online Visit and follow the simple instructions. Please note all repairs reported online will be processed the next working day. All emergency repairs should be reported immediately by telephone so that we can provide urgent assistance. us Report a repair by ing: [email protected] Call us (free to call from landlines) (local rate from landlines and pay as you go mobile phones, or free to call from mobiles phones if you have free minutes with your contract plan) Our opening hours 8:30am to 5:00pm Monday - Thursday 8:30am to 4:30pm Friday Track your repairs history By registering on our website at wwwfirstwessex.org/login. You can access our services online 24/7, including tracking your repairs history, all from the comfort of your own home. 16 Residents repairs and maintenance handbook

17 Out of hours emergency service If an emergency occurs out of normal office hours or weekends, or bank holidays you should still telephone the freephone number above. You will be connected to an answerphone, and you should listen very carefully to the whole message. At the end of the message if you are certain your repair is an emergency press 1 to be connected to the out of hours service. Be prepared to explain exactly what the problem is and answer any questions that may be asked. If an emergency visit is not considered necessary, you may be advised how to deal with the problem yourself or be given an idea of whom you could contact for assistance. Reporting repairs Please read page 23 for further information on emergencies because sometimes you need to call someone other than the out of hours service. When you make an emergency call Please note that the operative will only make your home safe and secure on that day and that it is possible that follow up work will be required at a later date. If the operative does visit and assesses that the problem is not an emergency, or that the fault is for example, caused by something which you may have done, or a faulty electrical appliance, you may be charged any costs that are incurred by the visit. Therefore you are advised not to use this service unless you are sure that the repair cannot wait until the next working day. What we need to know In order for us to provide the best repairs service possible it is essential to give us as much information as possible. Please to tell us: Your name, address and daytime telephone number; Where exactly in your property is the problem; How long the problem has been there and if it only occurs at certain times of the day or in cold/warm weather; Residents repairs and maintenance handbook 17

18 Reporting repairs How bad the problem is (for example how much water is leaking); What you can see? Is there any noise or smell? You may find pages useful for this purpose. When you report a repair to us, we aim to complete the work within the following set time scales. (The length of time depends on the severity of the repair you are reporting). Immediate repairs Immediate repairs will be attended and made safe within 4 hrs but will only be offered in exceptional circumstances i.e. No heat or hot water where there is a real vulnerability; Escape of water e.g. major mains water leak; Total loss of power; Carbon monoxide detector sounding; Structural failing that could endanger life; Open manhole; Sewage spill/overflow- blocked sole W.C.; Security issues i.e. insecure doors/window; Falling debris i.e. roof tiles, guttering, trees, branches etc. Immediate repairs will be carried out and made safe within 4 hours. Emergency repairs An emergency is defined as something which was unexpected and could cause danger to health, residents safety, or serious damage and destruction to property. Examples of emergency repairs are: Gas leak (Transco. Call immediately); Burst pipe, flood or severe storm damage posing a health and safety risk; Unsafe electrical fittings; Breaches of security due to vandalism, racial attack or domestic violence; 18 Residents repairs and maintenance handbook

19 Blocked main drains causing upsurge of waste water into wash-hand basin, bath, sink; Total loss of heating for elderly or vulnerable* residents during the period 1 October to 31 March; Total loss of hot water for elderly or vulnerable* residents; Failure of lift (where there is only one lift); Total failure of communal lighting; Removal of offensive or discriminatory graffiti. Reporting repairs * Vulnerable includes disabled residents, those with incapacitating illness, children under 1 year old. Emergency repairs will be carried out and made safe within 24 hours. Urgent repairs These will normally be repairs which materially affect residents comfort and may be causing some damage to the building fabric. In certain circumstances these repairs could be treated as emergencies. Examples of urgent repairs are: Minor plumbing leaks or defects; Blocked second toilet; Defective cistern or overflow (pouring not dripping); Total or partial loss of hot water/heating; Partial loss of electricity; Taps which cannot be turned off; Roof leaks; Faulty door entry systems; Trip hazards; Damage to stair treads or hand rails/banisters in communal area or for elderly/vulnerable* residents. Urgent repairs will be completed within 5 calendar days. Residents repairs and maintenance handbook 19

20 Reporting repairs Routine repairs These will normally be repairs which are non-urgent and will include: Minor problems with toilets, baths, sinks; Doors or windows sticking; Plaster repairs; Brickwork. Routine repairs will completed within 22 calendar days. If your home is less than 12 months old, you will still need to report the repair direct to the Customer Services team who will contact the original developer, as they will be under contract to carry out the repairs under a property guarantee. Communal repairs Repairs to the communal areas where you live e.g. the block or estate, will be carried out as an emergency if they meet the emergency criteria on page 18, all other repairs will be completed within 10 calendar days. Who is responsible for repairs? Our obligations We have a legal duty to keep the structure and exterior of your home and the building in which it is situated in good repair. We also undertake to keep in good repair and proper working order installations for the supply of water, gas and electricity, for sanitation and for room and water heating. In the case of flats and maisonettes, we will take reasonable care to keep common entrances, halls, stairways, lifts, passageways rubbish chutes and any other common parts in reasonable repair. We are also obliged to carry out certain other repairs when needed. As legislation changes the responsibility for specific repairs and any advice given may also change. This means that there may be times 20 Residents repairs and maintenance handbook

21 when we have carried out certain repairs in the past, but because of changes in the law or policy, specific repairs may become your responsibility, or vice versa. We aim to update you with any such changes when we can. If advice given by First Wessex or First Wessex Property Services differs from advice found in this handbook then you should assume the new advice applies, as this will be the up to date information. Reporting repairs You are responsible for You are responsible for keeping your home in a reasonable condition, for attempting to solve any minor problems and for insuring the contents of your home. Please see Insurance for further details. You are expected to take reasonable precautions to prevent damage to the property by fire, frost, the bursting of water pipes or the blocking of drains and sinks. We expect you to promptly report any faults either inside or to the exterior of your home or in communal areas and to provide access to our contractors to ensure that the repair can be undertaken within our agreed timescales. There may be some occasions when we will carry out a repair for which we are not generally responsible. This will usually depend on your circumstances and these are known as discretionary repairs. Again, you may be recharged for this work, but you would be advised in advance of the work being done. Finally, remember that someone else will be moving into your home if you ever decide to leave. We will inspect your property before you leave so please make sure that it is clean, tidy, reasonably decorated and that all your unwanted belongings have been cleared, including any in the roof space, outhouses, garages and sheds, and ensure the condition of the garden is satisfactory. Please see the list entitled Repair Responsibilities for more advice on which repairs are our responsibility and which are yours. If you still Residents repairs and maintenance handbook 21

22 Reporting repairs have any queries about who is responsible for a specific repair, then contact Customer Services. We are all responsible for the environment. Please do not put paint, oil or petrol down drains or leave waste outside. Insurance We are responsible for the outside of your home and the building insurance. Please be aware that you are responsible for insuring your furniture and personal possessions and we strongly advise all residents and leaseholders to take out household contents insurance. You can take advantage of the insurance scheme offered through the National Housing Federation My Home Contents Insurance. This scheme offers you an affordable insurance policy where premiums can be paid fortnightly or monthly, by cash as well as by direct debit. The policy is designed especially for tenants, there is no excess to pay and no minimum home security requirements. For more information contact your local First Wessex office, or contact JLT on or by at [email protected]. If you have contents insurance you will be able to claim for belongings damaged as a result of fire, flood, theft or storm damage and you will also be covered for third party claims against you e.g. if your washing machine leaks and floods the flat below causing damage to other people s belongings. We will not accept liability for any uninsured contents lost. Chargeable repairs We will in some circumstances carry out works and recharge you for the cost. This will usually be where you have caused the damage because of your action or inaction. For example: Where there is a risk to the security of a block after a window is broken, or where there is a risk of damage to the structure then we will carry out the necessary repairs and recharge the full cost to the tenant responsible; Where FWPS unblocks a toilet but the cause of the blockage 22 Residents repairs and maintenance handbook

23 is found to be tenant misuse e.g. putting disposable nappies down the toilet; Where damage is caused by a flood from another property, FWPS will carry out the repair and recharge the person responsible; Where you, your family or visitors cause damage, you will be recharged for the cost of the works and we will also consider prosecution for criminal damage. Reporting repairs Vandalism or graffiti Please tell us quickly if you know of any vandalism or graffiti. Do not assume that someone else will report it. We will prosecute vandals when there is a witness, to discourage others, and save rent money being used to repair vandalised areas. We need your help to combat vandalism. What to expect from us You will be told the priority of your repair when you report it; An appointment will be offered for repairs inside your home at the time of your call; We aim to do the repair right first time every time, to a high standard and quality; We will inspect a proportion of repair jobs when they are completed and instruct the contractor to remedy any unfinished or poor quality work; You can request an inspection of repair work that you consider to be of unacceptable quality by contacting Repairs Helpdesk; We will ask you for your views about the quality of service with telephone or postal customer surveys. You can help us improve the service or give better value for money by telling us what you think of the service; We will provide clear and accurate information in a format and language suitable for you; We will consult with you about changes to the Repairs and Maintenance Service. Residents repairs and maintenance handbook 23

24 Reporting repairs Right to repair Where we ask a contractor to do a repair, they have to do so within a specific period of time which is determined by the priority given to your job (see page 17-19). If the repair is not completed within the target time you may ask for another contractor to complete the repair. The second contractor has the same amount of time as the first contractor to complete the work. If the repair is not completed by the end of the second target time, you will be entitled to compensation of 10, plus 2 per day for every day the repair remains outstanding, up to a maximum of 50. To qualify for compensation, the repair must meet certain criteria. Please contact Customer Services for further details. This only applies if it is included as a right in the tenancy agreement. Planned maintenance Where maintenance can be planned in advance we can arrange for it to be done on a group of homes at the same time, to keep costs down. This will include work to your home to ensure that it remains in good order and provides safe accommodation for you and your family. Examples include external painting, refurbishment work, boiler replacements, annual servicing of gas appliances and central heating, and inspection and testing of appliances that we supply. You will be contacted in advance by the contractor or ourselves to carry out any surveys which may be required prior to the work commencing. Details of planned programmes of work and key contacts will be sent to you in March each year covering the programme of work from April through to the following March. Details can also be found on the First Wessex website 24 Residents repairs and maintenance handbook

25 Improvements and alterations Before you make any alterations to your home you must write to First Wessex to obtain permission. We have to ensure that your home is not damaged or made unsafe. In some cases you will also have to obtain Planning Permission or Building Regulations Approval from the local council. An alteration is anything which is an addition or change to the property or its gas, electrical or water supply. You will receive written confirmation from First Wessex if your request is approved; you must not proceed with any works until you receive this confirmation. Reporting repairs Examples of the most common alterations are: Moving/removing fitted units or doors; Laying laminate flooring; Modifications to central heating; Fitting different light switches; Adding or moving electric points; Adding additional plumbing for washing machines or other appliances; Building patios; Knocking down walls; Double glazing; Fitting a gas fire or building a feature fireplace; Enclosing porches; Extensions; Additional fencing; Satellite dishes; Installing or replacing driveway. All work must be carried out by a competent person. You must keep receipts for work carried out and make them available to First Wessex if requested. Any gas work must be carried out by a Gas Safe registered engineer. Any electrical work must be carried out by a qualified electrician. On completion of such works you will be given a certificate detailing the work that has been carried out. You should keep any certificates and make them available to First Wessex if requested. Residents repairs and maintenance handbook 25

26 Reporting repairs Your rent will not increase as a result of any improvements you make, but you will be responsible for repairs. If you do not obtain permission you may be charged to repair or restore your home. At the termination of your tenancy you may qualify for a compensation payment, less an allowance for depreciation, for an improvement or alteration you carried out after 1st April Aids and adaptations Requests for aids and adaptations required to enable a disabled person to live more comfortably in their home are: Handrails; Ramps; Extra rails; Lever taps; Showers; Shower seats; Wider doorways; Specialist bathroom/kitchen fittings. Such provision must be assessed as reasonable and practicable by First Wessex. In addition Social Services may need to assess the required adaptations if these are deemed to be major works before submitting their recommendation to First Wessex. Either a FWPS Surveyor, an Occupational Therapist or Community Care Worker undertakes assessment for Aids/Adaptations and submits their recommendations to the FW Housing Services Manager for approval. We will advise tenants of the timescale of the work and update them if these change. We will also: Notify the tenant which contractors have been instructed to do the work; Arrange suitable appointments for contractors to gain entry; Ensure contractors liaise with tenants and keep them informed of work/progress. 26 Residents repairs and maintenance handbook

27 Code of conduct We require contractors and our staff to ensure that works are carried out with the minimum of disruption to you. They are required to: Introduce themselves to you and show proof of identity. Do not hesitate to ask to see it; Explain the nature and purpose of the job; Behave in a proper and professional manner at all times, refraining from smoking, using bad language, and playing radios; Take care of your property and possessions and protect them at all times from dust, paint, etc; Keep your home secure at all times; Keep safe all materials and equipment used on site to avoid danger to you and your visitors; Reconnect and test services such as water, gas and electricity at the end of each working day; Clear any rubbish arising from works from the property, from the garden and other areas outside the property; Comply with health and safety legislation and relevant codes of practice; Comply with our equal opportunities policy; Where major works are involved, agree the extent of removal of carpets, furniture etc, and their condition, before the work commences. Reporting repairs For a copy of the full code of conduct please contact Customer Services. Residents repairs and maintenance handbook 27

28 Reporting repairs Dealing with emergencies Fire Dial 999. Get everyone out and do not go back for any reason; Close all doors and windows; Warn your neighbours if any of them might be in danger. If you smell gas Do not turn any electrical switches on or off. Do not use the door bell; Do not smoke; Do not use matches or naked flames; Open the doors and windows to get rid of the gas; Check to see if the gas has been left on unlit, or a pilot has gone out. If so turn the appliance off, and do not try to relight it until all smell of gas has been cleared from the property; If the leak cannot be stopped by turning off an appliance, or you are uncertain whether it has been stopped, turn the main gas supply off at the meter and telephone Transco on Burst or leaking pipe Turn the water off at the mains; If electrics are affected, turn off the electricity at the consumer unit. See page 99 for more advice or call Customer Services. Loss of electricity If neighbours are also affected, call Southern Electric on Otherwise, see advice on page 103; If the problem persists after following the advice on page 103, call Customer Services using the contact details on the back page of this booklet. 28 Residents repairs and maintenance handbook

29 Repair responsibilities

30 Repair responsibilities Repair responsibilities You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Bathroom Bathroom fixtures and fittings Boundary walls Carpentry Chains and plugs Chimneys Chimney flue Communal areas Decoration (external) Decoration (internal) Domestic appliances Coloured sanitary ware will be matched if possible otherwise replaced in white. Tiles will be matched if possible, otherwise replaced with nearest match or plain colour. Including WC seats, bathroom cabinets, mirrors, towel rails and toilet roll holders. To public right of way where provided by First Wessex. Excluding curtain battens. On basins, baths and sinks. Sweeping. Including lifts, stairways. Except when damage is caused by a structural defect. Such as cookers, fridges, washing machines, dishwashers. Us You Page/s a a a a a a a a a a 109 a* Residents repairs and maintenance handbook

31 You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Doors (external) Doors (internal) Door bells External timber elements Fences Fire grates and surrounds Fixtures and fittings Floor boards Floor covering Footpaths, steps and ramps Us You Page/s a Your responsibility unless general wear and tear. a Except where side or rear fence borders a public right of way if fence was provided by First Wessex. Such as coat hooks, curtains, curtain rails and battens. a a a a - Residents repairs and maintenance handbook - a a - Except if included in the tenancy. a - We will repair footpaths (including steps and ramps) a as access to front and rear doors only, and only where the damage is a safety hazard. Only the hazardous area will be repaired. * Unless provided as part of the tenancy. - Repair responsibilities 31

32 Repair responsibilities You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Front door locks Garages Garden maintenance Gas Gates Glazing Includes lost keys and fitting additional locks and door chains. However, we are responsible for a night latch for security reasons. In some cases it may be uneconomic to repair a garage, if this is the case you may be offered an alternative garage subject to availability. Including dustbins and refuse areas together with clearance of bulk items and rubbish (unless communal area). Except where the gate forms part of a continuous side or rear boundary to a public right of way. If damaged by a third party you must get a crime number from the police and we will carry out the repair. If you or your family were responsible for the breakage we will board up to make safe, but may recharge you for this service. You will be responsible for re-glazing. Us You Page/s a a a a a a Residents repairs and maintenance handbook

33 You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Hand basins Heating Hot water heaters Immersion heater Infestations Internal timber elements Ironmongery Except blockages and deliberate damage. Including storage heaters and fitted electric fires. Except bleeding radiators. Including cylinder jackets. By ants, wasps, bees, cockroaches, mice, rats, bedbugs, fleas and squirrels unless communal area. Skirting boards, architraves, window sills, kitchen units, floorboards, stair bannisters, stairs, window frames, door linings and frames. Not internal doors other than fair wear and tear. Door furniture, window restrictors and window catches in place when you moved in. Your own fittings are your responsibility. Us You Page/s 38-41, 106 a a a a a a a , Repair responsibilities Residents repairs and maintenance handbook 33

34 Repair responsibilities You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Kitchens Light fittings Locks of any type (except front door locks. See page 32.) Loss of keys Out buildings Outside taps Kitchen units and tiles will be matched if possible, otherwise nearest match available. Only damaged sections of worktop will be replaced, matched where possible, otherwise closest match. Except bulbs, dimmer switches, fuses, fluorescent tubes and starters. Unless deliberate damage. Including repairs to forced entry if you get locked out. You will be charged for replacement of lost keys. Of brick or block construction, only if provided by us. Us You Page/s a a a a a a - 34 Residents repairs and maintenance handbook

35 You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Plumbing repairs and leaks Porches Re-lighting pilot lights Re-washer taps Roofs Shower attachments Shower units (electrical) Except for connection pipework attached to washing machines and dishwashers and connecting the appliance to the copper pipework installed in your home. Unnecessary calls for leaking appliances could be recharged. Except glazing, if erected by First Wessex. Including the resetting of any heating controls or programmers. Re-seating and replacing a washer (overhaul tap). Including guttering and down pipes. Us You Page/s 27, a a a a 25 a Including showerhead, hose and curtain. a a Repair responsibilities Sheds Maintenance to timber sheds. a - Residents repairs and maintenance handbook 35

36 Repair responsibilities You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Sanitary ware Stairs Switches and sockets Unless deliberate damage and removing limescale marks. Except dimmer switches, smoke alarm batteries and hard-wired smoke alarms where disconnected by residents. Us You Page/s a a a Telephone points a - TV aerials Unless communal. 25, 53 and satellite a dishes Washing Unless communal. lines a - Waste blockages Windows Including basins, baths, WCs. a Including window sills, catches, sash cords, and a frames except replacement keys and restrictors. 36 Residents repairs and maintenance handbook

37 Repairs inventory

38 Repairs inventory Repairs inventory Wall tiles or splashback Seal Plug to waste trap and pipe Side panel End panel Waste traps S trap P trap P trap with washing machine connection Bottle trap 38 Residents repairs and maintenance handbook

39 Bathrooms and WC Check before you contact us... If water is near electrics, do not touch. Turn electricity off at consumer unit main switch. Stop leak causing more damage. Then tell us... Bath/basin water leaking Are electrics affected? Where is leak? (Bath or basin) What is affected? (Waste pipe/trap, pipe or tap. See diagrams opposite and page 40) If pipework is affected, is it hot or cold supply pipe, or waste trap? Repairs inventory Bath/basin blocked Can you clear blockage yourself? This is your responsibilty. Stop others using the bath/ basin while blocked. (See Tips page 106) What is blocked? (Bath or basin) What caused the blockage? Bath or basin damaged/broken What is damaged? (Bath or basin) What is affected part made from? (Metal, plastic or china etc) If a bath panel is affected, which panel (side or end panel) and what is it made from (Hardboard or plastic)? Does it need to be replaced or refixed? What colour is the basin/bath/bath panel? Residents repairs and maintenance handbook 39

40 Repairs inventory Basin Wall tiles or splashback Seal Pop up waste Waste control Overflow Pedestal Pop up plug Types of taps Standard pillar tap High neck pillar tap Modern pillar tap Mixer tap Lever tap Bib tap Supa tap 40 Residents repairs and maintenance handbook

41 Bathrooms and WC Check before you contact us... See notes on tile matching page 30 Then tell us... Damaged wall tiles Where are tiles? Are they loose, broken or damaged? How many are affected? What size and colour are they? How did it happen? Repairs inventory Bath panel loose Which bath panel is affected? (Side or end panel) What is it made from? (Hardboard or plastic) What colour is it? Seal gone around bath Seal gone around basin Bath tap dripping What type of tap is it? (See diagrams opposite) Basin tap dripping What type of tap is it? (See diagrams opposite) Tap loose Bath or basin tap? What type of tap? (See diagrams opposite) Residents repairs and maintenance handbook 41

42 Repairs inventory Shower Shower head Ceiling pullcord power switch Shower arm Control valve Electric shower Hose Tiles/splashback Seal Waste Tray Bath / shower mixer tap 42 Residents repairs and maintenance handbook

43 Bathrooms and WC Check before you contact us... Then tell us... Seal gone around shower tray Shower tray broken What is it made of? (Ceramic or plastic) What colour is it? Repairs inventory If it is your own shower, this is your responsibility. If electric, check power is switched on (by cord or switch) and controls are set correctly. Check that any isolation switch is switched on. This is your responsibility. If limescale is the problem this is your responsibilty. Use descaler fluid which can be bought from a DIY shop. This is your responsibility. Shower not working What type of shower is it? (Electric or mains water). (See diagrams opposite). What is happening? (No water, or only hot or cold water) Do you have hot water in rest of home? Can you see a make or model number on shower? Shower curtain damaged Shower blocked What is causing blockage? Shower switch broken What is the problem? Shower hose, head broken/ blocked, arm broken Shower bracket/sliding rail broken How did it happen? Residents repairs and maintenance handbook 43

44 Repairs inventory WC Cistern Flush pipe Overflow Pan Soil pipe Soil pipe joint Flushing handle Overflow Ball valve Float Syphon 44 Residents repairs and maintenance handbook

45 Bathrooms and WC Check before you contact us... See notes on tile matching page 30. Then tell us... Damaged wall tiles Are tiles loose, broken or damaged? How many are affected? What size and colour are they? How did it happen? Repairs inventory Try to stop leak and any damage it is causing. If serious, turn off water at isolation values or stopcock and gate valves from cold water tank. Open all taps to drain water from system. Has water authority said that water would be going off? You can use a bucket of cold water to flush until problem is fixed. If cistern is not filling, lift lid and see if anything is stopping the float from working. Try moving the float up and down to see if it will fill. Shower cubicle not working Is it broken or stuck? WC leaking Where is leak? (Pan, cistern, overflow, supply, flush or waste pipe or pipe joint. See diagrams opposite) If leak is from cistern, is it high or low level cistern? (See diagrams page 46) Is affected part loose, cracked or broken? Is it your only WC? Is it a coloured WC or white? WC will not flush Is the handle or chain moving properly? Is the float still working? Residents repairs and maintenance handbook 45

46 Repairs inventory Types of WC P type waste trap S type waste trap Low level cistern High level cistern 46 Residents repairs and maintenance handbook

47 Bathrooms and WC Check before you contact us... As a temporary solution, tie float in the up position, thus closing the ball valve (see page 107 for help). This is your responsibility. Then tell us... Overflow running Does the overflow run outside? Is the cistern flushing? Is the float working? Is overflow running continuously? Toilet seat damaged Repairs inventory WC blocked Try unblocking it yourself by removing excess water into a bowl, and using a toilet brush or plunger (without metal disk). (See page 106 for help). Could someone in your household have caused the blockage? If so, you could be recharged for the cost of clearing it. What caused blockage? Is it your only WC? Soil stack blocked Do you live in a house or flat? If a flat, which floor are you? Is your WC causing the blockage? Residents repairs and maintenance handbook 47

48 Repairs inventory Water system in a typical house Cold water storage tank Overflows Rising main Hot water cylinder (See page 50) Boiler Cold water Hot water 48 Residents repairs and maintenance handbook

49 Water system Check before you contact us... If water is near electrical fittings, turn off electricity at consumer unit main switch. (See page 103). Then tell us... Burst pipe Are electrics affected by burst? Is it inside or outside building? Are pipes frozen? Water leaking Repairs inventory Can you stop leak or isolate it? Try to catch water in a bowl or bucket. Banging pipes How often is it happening? No cold water Adjust main stopcock where water comes into home. Are neighbours affected? Is there cold water at kitchen sink? Are pipes frozen? Are cold water taps affected or just one? Storage tank overflow running Make sure taps are turned off, even though no water is coming through. Is overflow running outside? See page 107 for Helpful Tips Residents repairs and maintenance handbook 49

50 Repairs inventory Hot water cylinder Gate valve Top entry immersion heater (electric) Gas boiler Ignition light Flue Boiler thermostat Cylinder usually has insulation jacket Cylinder thermostat Bottom entry immersion heater (electric) Drain off Pilot light Time clock Types of water temperature controls Economy 7 controller for water heater Cylinder thermostat 50 Residents repairs and maintenance handbook

51 Water system Check before you contact us... If gas, check time clock controller is set for hot water and timer is set correctly. If electric, is there a power cut? Are neighbours affected? If so, contact your electricity company (see under electricity in Phone Book). If coin or credit meter, has it run out of credit? Then tell us... No hot water What heats water? (Gas, electric, or solid fuel) If electric, are other electrical facilities working? Are heating controls set correctly? Is central heating still working? Is room heating still working? Do you have alternative source of hot water? (Immersion heater or gas heater etc). Do you have a hot water cylinder? Repairs inventory Residents repairs and maintenance handbook 51

52 Repairs inventory Door entry call unit Door entry phone in flat Outside light Metal hopper to refuse chute 52 Residents repairs and maintenance handbook

53 Communal facilities Check before you contact us... If door is jammed, see page Then tell us... Door entry faulty Has whole system failed, or is only your home affected? Is fault at entrance or your phone? Is door jammed? Emergency lighting faulty Repairs inventory Which lights are affected? Is it failing to turn off or not coming on? Is fire alarm ringing? Communal lighting faulty Is power cut causing the problem. If so, call Southern Electric on Which lights are affected? Is it on all the time? Does it not come on at all? Rubbish chute faulty What is wrong? (Chute is blocked, broken etc) Communal TV aerial faulty What is the nature of the problem? Clothes line broken What type of clothes line is it? Is pulley or bracket broken Clothes line stolen What type of clothes line is it? (Straight or rotary?) Residents repairs and maintenance handbook 53

54 Repairs inventory External door Door closer Top rail Frame Door stile Glass panel Letter plate Panels Threshold Bottom rail Weatherboard 54 Residents repairs and maintenance handbook

55 External doors and windows Check before you contact us... Then tell us... Door jammed Is it front or rear door? What type of door is it? (See diagrams on page 56) What is door made of? (Wood, metal or plastic etc) Is door jammed open or closed? Can you still get in and out of your home? Repairs inventory Door frame damaged/rotten Is door or frame affected? Is it front or rear door? What type of door is it? (See diagrams on page 56) What is door made of? (Wood, metal or plastic etc) What is wrong with it? (Damaged or rotten) Is home insecure as a result of this problem? Threshold rotten/needs repair What type of door is it? (See diagrams on page 56) What is it made from? (Wood, metal etc) What is wrong with it? (Rotten, broken etc) Residents repairs and maintenance handbook 55

56 Repairs inventory Types of external doors Panelled Panel and glazed Fully glazed Glass Glass Rim night latch - double security (Inside) Latch Deadlocking cylinder (Outside) Lever Keep Automatic latch bolt Hold open catch Cylinder 56 Residents repairs and maintenance handbook

57 External doors and windows Check before you contact us... Then tell us... Weatherboard rotten/broken What type of door is it? (See diagrams opposite) What is it made from? (Wood, metal or plastic) What is wrong with it? (Rotten, broken etc) Repairs inventory Glass damaged You could be recharged for this work. See notes on glazing, page 33). What type of door is it? If fully glazed, which panel(s) is damaged? Is it your own door or a communal one? Is it front or rear door? Is it single or double glazed? What type of glass is it? (Clear, wired or obscure) Is your home secure? Draught coming around door Where is draught coming from? (Between wall and frame, around door or under door) Is there any draught proofing around door? Rain coming in under door Does door have a weatherboard? (See diagram on page 54) Residents repairs and maintenance handbook 57

58 Repairs inventory Mortice deadlock Keep Escutcheon Keep Rim lock Knob Deadlock Deadlock Latch Mortice claw bolt deadlock (for sliding doors) Internal door latch Keep Thread escutcheon Keep Lever handle Claw blot Keep Mortice sash lock Lever handle Outside door pull Deadlock Latch Barrel cylinder 58 Residents repairs and maintenance handbook

59 External doors and windows Check before you contact us... Tenant s own locks are your own responsibility. Then tell us... Door lock not working What type of lock is it? (See diagrams opposite) What is wrong with lock? (Lever handle faulty, spring worn out, striking plate out of place or lock not fitting into keep etc. See diagrams opposite) Which door is affected? What is door made of? (Wood, metal or plastic) Is your home secure? Is the lock part of a door entry system? Repairs inventory Lost keys are your responsibility. Does a warden hold a master key? Keys lost/locked out Are you locked out of your home? What type of lock is it? (See diagrams opposite) Where is the door? (Front, rear, patio or store) Contact your warden Ironmongery missing/not working What fitting is it? (e.g. letterplate, door handle) Is door not closing properly? Is your home insecure? Residents repairs and maintenance handbook 59

60 Repairs inventory Sash window Fastener Casement window (as seen from outside) Trickle vent Sash cords Fastener Weights Stay Stay Window sill Tilt and turn window Opens in for ventilation Pivot window Pivot hinges Fasteners 60 Residents repairs and maintenance handbook

61 External doors and windows Check before you contact us... If you can do it safely, remove any loose broken glass which could be dangerous to others, and wrap it in newspaper before disposing of it safely. You could be recharged for this work. See notes on glazing, page 33. Then tell us... Glass damaged Is it single or double glazed? Where is the window? (Which floor of the building, a communal window or one to your home) What type of glass is it? (Clear, wired, or obscure) What is window frame made of? (Wood, metal or plastic) Is your home secure? Repairs inventory Window frame jammed What is frame made of? (Wood, metal, or plastic) What type of window is it? (Sash, pivot or tilt window etc. See diagrams opposite) What is causing problem? (Rotten wood, hinges or sash cord broken etc. See diagrams opposite) Is your home secure? Residents repairs and maintenance handbook 61

62 Repairs inventory Keep Thumb catch Fitch sash fastener Brighton sash fastener Screw Hook casement fastener Restrictor stay (prevents window opening fully) Hook plate Casement stay Pin place Stay arm 62 Residents repairs and maintenance handbook

63 External doors and windows Check before you contact us... Then tell us... Ironmongery defective What type of window is it? (Sash, pivot or tilt window etc See diagrams page 60) What is frame made of? (Wood, metal or plastic) What part is defective? (Stay, catch, fastener or lift etc See diagrams opposite and page 60) Is your home insecure? Repairs inventory Residents repairs and maintenance handbook 63

64 Repairs inventory Types of fence Pallisade Chainlink Chestnut pale Close boarded Interwoven Hit and miss Post and wire Concrete post and timber panelled 64 Residents repairs and maintenance handbook

65 Gardens, fences and garages Check before you contact us... Fencing could be your responsibilty depending on where the fence is. See page 31 for more details. Then tell us... Fence dangerous/broken Where is the fence? (Front, rear or side) What kind of fence is it? (Boarded, chestnut pale, timber pallisade, ranch style etc. See diagrams opposite) What are posts and panels made of? (Wood or concrete) Does it need to be replaced or resecured? How many panels are affected or what is the length of affected fencing? Repairs inventory See page 70 for gates. Residents repairs and maintenance handbook 65

66 Repairs inventory Up and over garage door Hanger Metal door Pivot arm Locking mechanism Lifting spring Frame Tracks Garden Clothes line Pulley Rotary drier Post for clothes line Rubbish dumped Bracket 66 Residents repairs and maintenance handbook

67 Gardens, fences and garages Check before you contact us... Then tell us... Garage door faulty What type of garage door is it? What is door made from? (Wood, metal etc.) What is the problem? (Door or frame is loose, damaged or off mechanism, lock is broken or keys are lost etc) Repairs inventory Rubbish dumped in garden Removing your dumped rubbish may result in you being charged for this service. What sort of rubbish? Who put it there? Is it hazardous? Clothes post broken We will only remove, not replace. What is it made of? (Concrete or metal etc) How was it broken? Residents repairs and maintenance handbook 67

68 Repairs inventory Paving and steps Insitu concrete (or macadam) Gravel Brick Concrete flag Pre cast concrete steps on brick Types of steps Insitu concrete steps Brick steps 68 Residents repairs and maintenance handbook

69 Gardens, fences and garages Check before you contact us... If dangerous, warn others. Then tell us... Paving damaged Where is path? (Front, rear, side or communal) What type of path is it? (Flag, concrete etc. See diagrams opposite) What is wrong with path? (paving stones/flags are broken or loose etc) Are paving stones/flags square or rectangular? How many are affected? Is it hazardous? Repairs inventory Steps broken If dangerous, warn others. Where are steps? (front or rear) What are steps made of? (Concrete, brick, etc. See diagrams opposite) How many steps are affected? Is it hazardous? Gates Gates are your responsibility unless they form part of a continuous side or rear boundary to a public right of way. Gate broken/rotten Where is gate? (Front, side, rear or communal) What type of gate is it? (Single or double etc. See diagrams page 70) What is gate made of? (Wood or metal) Does it need to be replaced or resecured? Residents repairs and maintenance handbook 69

70 Repairs inventory Post Latch Stop (on outside) Types of gate Tee hinge Top rail Latch Ledged and braced gate Reversible hinge Brace Brace Palisades or boards Bottom rail Stile Post Bottom rail Freestanding walls Half brick projecting pier Half brick wall with end pier Isolated pier wall Concrete coping Brick on edge coping Pointing Two course of tiles 70 Residents repairs and maintenance handbook

71 Gardens, fences and garages Check before you contact us... Then tell us... Gate jamming What is gate made of? (Wood or metal) What is causing it to jam? (Hinge broken etc.) Gate latch / bolt broken Repairs inventory What type of latch is it? What is gate made of? (Wood or metal etc) Gate post rotten / broken What is post made from? (Wood or concrete etc) Gate post stop defective What is gate post stop made from? (Wood or metal etc) Walls Walls are your responsibility unless they border a public right of way and were provided by First Wessex. Wall dangerous / collapsed Is wall your own, or shared with a neighbour? What is wall made of? (Brick or concrete etc) What part of wall is damaged? (Pier, coping or pointing etc. See diagrams opposite) What caused the damage? Residents repairs and maintenance handbook 71

72 Repairs inventory Outdoor electricity meter Electricity meter Electrical consumer unit or fuseboard Fuses or trip switches Main on/off switch Electricity supply Trip switch Replaces fuses in modern consumer units Fluorescent lights Types of fuses Trip switch MCB Cartridge type Rewirable type 72 Residents repairs and maintenance handbook

73 Heating, gas and electrical Check before you contact us... If you have a coin or credit meter, check that it has credit on it. See if trip switch is activated or a fuse has blown on consumer unit. (See page 103 for help) Are your neighbours affected? If so, contact your electricity supplier (under electricity in the Phone Book). Then tell us... No power at all Is yours the only property affected? Has trip switch been activated or a fuse blown on the consumer unit? Repairs inventory Electrical fitting smoking Do not touch fitting. Turn electricity off at consumer unit main switch. What fitting is it? (Light, plug etc) Where is it located? Light circuit failed See if trip switch is activated or fuse has blown on consumer unit. (See page 103 for help) Has bulb blown? Are power sockets working? Are power sockets working? How many lights are affected? Is light fitting causing the problem? (The pendant, batten holder, wall or ceiling switch etc. See diagrams page 74) Fluorescent tube not working You are responsible for replacing fluorescent tubes and starters. What is the problem? (Tube flickers, broken etc) Residents repairs and maintenance handbook 73

74 Repairs inventory Single and double switched power sockets Cooker control power socket Ceiling pull switch Pendant lamp holder Batten lamp holders Smoke detector/ smoke alarm Test button 74 Residents repairs and maintenance handbook

75 Heating, gas and electrical Check before you contact us... Is it appliance rather than power socket that is faulty? Is trip switch activated or a fuse blown in the consumer unit? (See page 103, for help). Is there no power at all in your home? If so, see page 27. Then tell us... Plug socket not working Are other power sockets working? Is trip switch activated or a fuse blown in consumer unit? Repairs inventory Appliance not working Tenant s own appliance is tenant s responsibility. Is it power socket rather than appliance that is faulty? Has fuse blown in the plug? If so, renew it with a suitably rated fuse. Is trip switch activated or a fuse blown in the consumer unit? Is there no power at all in your home? If so, see page 27. Are other power sockets working? Is trip switch activated or a fuse blown in consumer unit? Smoke detector defective If it is battery operated, check batteries. You are responsible for changing batteries. If you have a warden, contact them. Is it battery operated? Where is the smoke detector? What appears to be problem? Residents repairs and maintenance handbook 75

76 Repairs inventory Flue Ignition light Gas boiler Boiler thermostat Types of heating controls 2:38 Digital programmer Pilot light Room thermostat Time clock Clock programmer Extractor fan (showing wiring to fuse spur) Fused spur 76 Residents repairs and maintenance handbook

77 Heating, gas and electrical Check before you contact us... Is fan switched on? If electric, check that power is still on, and that meter is still in credit. Then tell us... Extractor fan faulty Where is fan? What type of fan is it? Is the fan operated by electricity Central heating boiler faulty Repairs inventory If gas, check that pilot light is on. Check that the room thermostat is set correctly (usually between 18ºC and 22ºC. See diagram opposite). Check that clock or digital timer is set correctly (see page 105 for help). Check that room thermostat is set correctly (usually between 18ºC and 22ºC). Is it your only source of heat? Do you have hot water? Can you see manufacturer s name and what model it is? Are other flats affected? If you have a warden or caretaker, contact them. Check that thermostatic valve is turned up enough. (See diagram opposite). Try bleeding radiator. (See page 102 for help) Communal heating faulty Is this your only source of heat? Is there any hot water? Radiator not heating up Is thermostatic valve turned up enough? How many radiators are affected? Have you tried bleeding radiator(s) affected? Do you have hot water? Residents repairs and maintenance handbook 77

78 Repairs inventory Storage heater (with convector) Wall mounted convector heater Off-peak supply for storage heater Supply for convector Panel radiator Central heating pump Pre-set balancing valve Radiator valve (see diagrams below) Switched electric power supply Radiator valves Manual radiator valve Thermostatic radiator valve 78 Residents repairs and maintenance handbook

79 Heating, gas and electrical Check before you contact us... Try to stop leak causing damage Turn off valve Then tell us... Radiator leaking Where is leak coming from (e.g. the radiator, pipe connection. See diagram opposite). Fumes appear in room Repairs inventory If gas leak, do not smoke, use matches, or turn electrical switches on or off. Open windows. Follow emergency action outlined on page 26 Turn off any appliances that are causing fumes Make sure heater is turned on at socket Check thermostat is set correctly If no power in rest of home, see page 27 and 103 What is causing fumes? Has flue been cleaned recently? If the heating system is the cause, can you see manufacturer s name and model? Storage heater defective How many heaters are affected? Where are they? What appears to be the problem? Can you see the manufacturer s name and model number? Radiant/convector heater faulty Check thermostat is set correctly If faulty plug, see page What appears to be the problem? Can you see the manufacturer s name and model number? Residents repairs and maintenance handbook 79

80 Repairs inventory Types of internal door Fully glazed Panelled Top glazed Flash Perko door closer Louvred Spring in cylinder Cylinder plate (fits to door edge) Anchor plate (fits to door frame) Door latch Mortice latch Lever handle 80 Residents repairs and maintenance handbook

81 Internal doors Check before you contact us... Internal doors are your responsibility. Then tell us... Door damaged, door sticking/ jamming Door latch defective What type of latch fitting is it? Where is door? What is wrong with it? How did it happen? Repairs inventory Residents repairs and maintenance handbook 81

82 Repairs inventory Kitchen unit Larder unit Worktop Door hinge Wall tiles or splashback Seal Plinth Drawer Drawer runner Floor unit 82 Residents repairs and maintenance handbook

83 Kitchens Check before you contact us... Has the damage been caused by a leaking appliance e.g. washing machine? If so you could be recharged for the cost of the repair. Then tell us... Damaged cupboard Which unit is affected? (A corner unit, floor or wall unit, with single or double doors) What part is faulty? (See diagram opposite) In what way is it damaged? Do you think it can be repaired or will it need to be replaced? What is it made of? (Wood, plastic or metal etc) What colour and size is it? Repairs inventory Sink unit leaking Try to stop the leak causing more damage. Where is leak coming from? (Pipe, tap or waste pipe/trap. See diagram page 84) Sink blocked Can you clear the blockage yourself, this is your responsibilty. (See tips on page 106) Stop others using sink while blocked. See notes on tile matching, page 34). Are other outlets affected? Is washing machine blocked? What caused the blockage? Damaged wall tiles Where are tiles? Are they broken, loose or missing? How many are affected? What size and colour are they? Residents repairs and maintenance handbook 83

84 Repairs inventory Washing machine (Showing typical plumbing) Sink top Sink waste trap Washing machine supply taps Washing machine waste trap Types of taps Standard pillar tap High neck pillar tap Modern pillar tap Mixer tap Lever tap Bib tap Supatap 84 Residents repairs and maintenance handbook

85 Kitchens Check before you contact us... Then tell us... Seal gone around sink Sink tap dripping What type of tap is it? (See diagrams opposite) Tap loose Repairs inventory Your responsibility. Your responsibility. What type of tap is it? (See diagrams opposite) Sink plug/chain required Washing machine blocked Waste trap leaking What type of waste trap is it? (See diagrams page 38) Residents repairs and maintenance handbook 85

86 Repairs inventory Chimney stack Gas cowl Chimney pot Types of roofs Valley Flaunching Profiled tiles (see page 90) Lead flashing Pitched roof Slate or plain tiles (top surface flat) Hipped roof Flat roof Gable end Stop end Gutter Fascia Soffit Bargeboard Gable Cheeks Valley gutter 86 Residents repairs and maintenance handbook

87 Roofs, chimneys and rainwater Check before you contact us... If electrics are affected by water leakage, do not touch, and turn electricity off at consumer unit main switch. If there is leakage, try to stop water causing more damage. If it is dangerous, warn others. Then tell us... Tiles/slates broken What type of roof is it? (Slate, tile etc) If roof is tiled, which type of tile? (Flat or not flat. See page 90) Are they missing, broken or loose? Which part of the roof is affected? (See diagrams opposite) How large is area affected is? Is roof leaking? Are electrics affected? Repairs inventory Flat roof damaged If electrics are affected by water leakage, do not touch, and turn electricity off at the consumer unit main switch. If there is leakage, try to stop water causing more damage. If it is dangerous, warn others. What type of roof is it? (Felt, asphalt or lead etc ) Which part of roof is affected? (See diagrams opposite) How large is affected area? Is roof leaking? Are electrics affected? Chimney stack damaged If it is dangerous, warn others. Which part is affected? (Stack, pot or flashing etc. See diagrams opposite) Is it damaged, loose or missing? Does chimney have more than one flue? Is it dangerous? Residents repairs and maintenance handbook 87

88 Repairs inventory Gutters and downpipes Gutter bracket Gutter Outlet Types of gully Soil pipe Down pipe Back inlet gully Hopper Gully Open gully Grid or grate Manhole 88 Residents repairs and maintenance handbook

89 Roofs, chimneys and rainwater Check before you contact us... If dangerous, put something over it to alert others to the danger. Then tell us... Manhole cover defective Where is it? What is the problem? (Loose, broken or missing) What is it made of? Is it dangerous? Repairs inventory Try to clear any leaves or other rubbish yourself with a stick. Manhole overflowing Where is it located? Gully cover defective Where is it? What is the problem? (Loose, broken or missing) Do you think it can be refixed or does it need to be replaced? What is it made of? What size is it? Gutter overflowing Where is the overflow coming from? (Gutter, hopper, pipe etc. See diagram opposite) Gully blocked What is blocking the gully? Drains blocked What is blocking the drain? Residents repairs and maintenance handbook 89

90 Repairs inventory Types of tiles Plain tiles Profiled tiles 90 Residents repairs and maintenance handbook

91 Roof, chimneys and rainwater Check before you contact us... Then tell us... Guttering/downpipe defective What is affected? (Gutter or downpipe. See diagrams page 88) What is the problem? (Guttering or downpipe is blocked, cracked, loose etc) If it is leaking, can you tell where from? (Joint, or pipe etc. See diagram page 88) What is it made of? (Metal, plastic etc) Can it be refixed or does it need to be replaced? What colour is it? Repairs inventory Residents repairs and maintenance handbook 91

92 Repairs inventory Stairs Baluster Handrail on brackets Baluster Stair string Handrail on balustrade Newel post Riser Tread Nosing Closed balustrade 92 Residents repairs and maintenance handbook

93 Stairs Check before you contact us... If hazardous, warn others. Then tell us... Loose tread Is it inside your home or a communal staircase? What is the rough size of affected area? What are stairs made of? (Wood, concrete etc) Repairs inventory Loose floorboard If hazardous, warn others. Is it inside your home or a communal area? What is the rough size of affected area? Handrail or balustrade defective Is it inside your home or a communal area? Which part is affected? (Handrail, post, individual baluster etc. See diagram opposite) Can it be refixed or does it need to be replaced? What is it made of? (Wood, metal) Is it fixed to the wall or the floor? Residents repairs and maintenance handbook 93

94

95 Helpful tips

96 Helpful tips Helpful tips On the following pages you will find some helpful tips on looking after your home and how to carry out minor maintenance jobs which are your responsibility. Looking after your home You are responsible for keeping the inside of your home in good condition. To help you do this and to prevent future problems it is best to carry out small tasks and checks such as: Wipe down on a regular basis all windows affected by condensation and if any mould has formed clean it off using a wash of diluted bleach, or a proprietary product available from all DIY stores. See Condensation and mould growth opposite; Limescale can be removed from baths, sinks, shower heads, and taps with a descaler available from all DIY stores; Blockages in kitchen sink waste pipes can be prevented by flushing through using washing soda and hot water; Outside gullies should be kept clear of leaves and other debris so that water drains away easily; Make sure you know how to turn off your electricity, gas and water supply in an emergency. If you do not know, ask any of our staff or contractors when they next visit you. 96 Residents repairs and maintenance handbook

97 In the Autumn you should check the following list of items and notify us of any problems. If you use an open fire have you swept the chimney? Are all your heating controls set correctly? Are there any tiles or slates missing or broken on your roof? Are there any leaks from gutters and downpipes? Helpful tips If you go away for a few days in winter, lower the setting on your central heating room thermostat but leave the heating on. Condensation and mould growth What is condensation? Condensation is caused by warm moist air coming into contact with cold surfaces such as window, walls, mirrors, and wall tiles. It is the most common cause of dampness in the home. Some condensation in the home is normal and unavoidable, especially in bathrooms and kitchens. Why is condensation a problem? If excess condensation is not prevented it can become a major problem and if it cannot dry out it will cause mould to form on walls, ceilings, in cupboards and on window frames and sills, and mildew to form on clothes, (especially leather goods), curtains, bedding and furniture. If it is not dealt with condensation can cause severe dampness, which can be harmful to your health as well as causing building defects such as rusting metal, rotting wood and crumbling plaster. What can I do to reduce condensation? Produce less moisture in the kitchen by covering pans turning down the heat when boiling and switching off boiling kettles; Close internal doors and open windows during cooking; Residents repairs and maintenance handbook 97

98 Helpful tips Keep bathroom doors closed while running the bath, open windows after bathing or showering and keep extractor fans running for at least 15 minutes; Dry clothes outside whenever possible. Otherwise dry them in a well ventilated room and do not dry clothes on radiators; Do not use tumble dryers that are not ventilated to the outside; Pull wardrobes and furniture away from walls and keep tops of wardrobes clear to allow air to circulate; Leave trickle vents open if these are fitted to your windows or doors; Wipe down where moisture settles; Regularly wipe down surfaces affected by condensation to prevent mould growth including windows; Only use LPG (gas cylinder) or paraffin heaters in an emergency. They must be used in well ventilated rooms as these fuels produce large quantities of water vapour during combustion; Keep loft storage to a minimum allowing air to circulate; Keep your home warm by keeping at least a low background heat: this need not result in significantly increased heating costs. How to reduce/remove mould growth Mould growth often occurs because of condensation. It appears as pin-point black spots on inner surfaces. If you get mould growth it can be washed off using fungicidal wash which carries a Health and Safety Executive approval number. Please ensure that you follow the manufacturer s instructions. Clothing affected by mould should be dry cleaned and carpets shampooed. Do not brush or vacuum mould as this can increase the risk of respiratory problems. 98 Residents repairs and maintenance handbook

99 Dampness Causes of true dampness If you have areas of damp in your home, check: All the accessible plumbing for leaks; Guttering and down pipes for cracks and blockages, or fallen leaves; Overflows and waste pipes under sinks for leaks; Possible roof leaks; Damaged outside walls or eroded pointing; High garden soil or path levels overlapping the damp proof course; Blocked or obstructed airbricks. Helpful tips Protection from frost damage By doing the following you can reduce the risks of frost damage to your home: Keep your home warm; Do not leave taps running as the water pipes may freeze and your home may be flooded; Stop draughts blowing directly onto pipes; Report any exposed pipes that are not insulated. Leaking, burst or frozen pipes When pipes leak Place a dish or bowl underneath the leak. Pull back any carpets and lay down newspapers or towels to absorb any dampness. Residents repairs and maintenance handbook 99

100 Helpful tips When pipes burst Turn off the water at the main stop tap, and any gate valves from the water tank, and switch off any water heaters. Open all taps to drain water from the system. Can it be isolated? Some items of equipment may have their own isolation valve (either a gate valve, or a service valve). If not, you may be able to isolate the fault by just turning off a gate valve on a pipe coming out of the cold water tank. This will leave you with some services, even though it might only be cold water at the kitchen tap. You could then temporarily flush toilets using a bucket of cold water. If electric fittings get wet DO NOT TOUCH and turn off electricity at the consumer unit. When ceilings bulge To prevent the ceiling falling down, place a bucket under the bulge and pierce a small hole to let the water through. When pipes freeze Turn off the water at the main stop tap and open the cold taps. It is best to leave the pipes frozen but you may try to thaw the pipe using hot water bottles or a hair dryer. Take great care and DO NOT USE A BLOW LAMP. Take care to thaw from one end of the frozen section and not from the middle. Conserve hot water until the pipes are thawed. 100 Residents repairs and maintenance handbook

101 General Information Make sure you know where the main stopcock is, and how to turn it off. Check that it turns easily and is able to shut off the water supply. It is usually where the water pipe enters the house or near the kitchen sink; Get to know where the gate valves are for the hot and cold water tanks. Helpful tips Gas safety inspections Please let us in to check your gas or it could cost you! Failure to have a gas safety inspection in your home could have devastating results. Every year people die because their gas appliances have not been properly installed or serviced. First Wessex has a legal responsibility under the Gas Safety in Use Regulations 1998 to carry out an annual gas safety inspection and service the First Wessex-owned gas appliances in your home. You do not have to pay for this inspection or service. The vast majority of residents give our contractors access to carry out this vital work; however, there are still a few residents who refuse to let the contractors into their home. We are very concerned about this and will take legal action to ensure we can have access. We will charge you for any legal costs involved which is very expensive. We will be taking this firm action because you and your family s lives could be at risk from carbon monoxide, which is produced when gas does not burn properly. So always keep your appointment for the annual gas safety inspection if it is not convenient just contact Customer Services for an alternative date or time. Residents repairs and maintenance handbook 101

102 Helpful tips Under Gas Safety In Use Regulations, safety inspections must be completed in every rented home, every year without exception. Please help us to help you! Bleeding a radiator When to do it If the top part of a radiator is cold, this is because air is trapped in the system. Bleeding the radiator releases this air and allows hot water to fill the whole system. Do not bleed if Do not bleed the radiators if you have a Combination Boiler: this type of boiler will have either a pressure gauge or a low pressure light on the front or underside of the boiler, and you will probably not have a hot water cylinder. Before bleeding If the whole radiator is cold, check that the radiator valve is open. If more than one radiator is cold, the whole heating system will need to be checked by a plumber. Turn off the heating system before bleeding, otherwise the pump might draw more air into the system. You will need a special radiator key, available from most DIY and hardware shops. You will also need a rag or cloth and a bucket or bowl. How to bleed The bleed valve is the small square nut at the top end of the radiator. Place the key over the valve and hold the cloth around it to catch any water. Gently turn the key anti-clockwise until you hear a hiss - this is the air being released. 102 Residents repairs and maintenance handbook

103 When water starts to come through, turn the key back clockwise to shut the valve off. DO NOT unscrew the valve completely as the plug will come right out. Loss of electric light or power Helpful tips Warning Never tamper with the electricity company s fuse and seals; Never take any action unless you are confident you can do it safely. Fuse or trip switch Check your consumer unit or fuse box: it will either have fuses or trip switches. Modern electric circuits are fitted with a circuit breaker fuse system: if a fault develops, a switch is tripped and the circuit is broken. Older ones have fuse holders and when the fuse is blown it must either be replaced, or rewired using special fuse wire of the correct amperage. Only replace a fuse if you are confident you can do it safely, and have a replacement of the same amperage. If in doubt contact us or a qualified electrician. Fuses or trip switches Main on/off switch Setting a trip switch Open the cover on the consumer unit to expose the trip switches. The Consumer Unit is usually next to the electricity meter. Check which switches have tripped to the OFF position and put them back to the ON position. For more detail, refer to any handbook supplied. Residents repairs and maintenance handbook 103

104 Helpful tips If tripping occurs again It is probably being caused by a faulty appliance.you need to identify which circuit is affected and which appliance on that circuit is causing a problem. Which appliance is faulty? Go around the house noting which set of lights or sockets are not working. Unplug all appliances on that problem circuit. Switch the trip switch to the ON position and plug in the appliances one by one until the trip goes again. Leave that appliance unplugged. If one of our appliances is at fault, report the repair. What causes the switch to trip or blow a fuse? An overloaded circuit; Too many appliances being used at the same time; A faulty or misused appliance; Overfilled kettles; Unclean toasters; Cooker rings worn out or cracked; Faulty immersion heaters; Faulty connections on leads to appliances, e.g. hi-fi, TV, etc; Light bulbs blowing. Plugs The socket outlets in your home will take square pin plugs.the plug which you require will have a fuse inside it. We do not supply plugs and you will have to obtain them yourself. To find out the correct type of fuse to fit in a plug, check the rating plate on the appliance. Do not overload plug sockets by using multiple plug adaptors. Housing electrical appliances Sheds and outhouses are not built to house electrical appliances such as fridges and freezers. The sheds and outhouses are not guaranteed to be warm or watertight, therefore the appliances may get damp and malfunction and water may get into the electrics. 104 Residents repairs and maintenance handbook

105 Controlling your central heating How to set a digital timer Check the clock is showing the correct time. If not, put the timer switch to clock and adjust the time using the forward and reverse buttons. Reset the timer switch to auto. Set the heating and hot water switches to come on once, twice, or stay on all the time, as you require. During freezing spells, keep the heating on all the time, and turn the thermostat down during the night and if you are out all day. Helpful tips How to set a clock timer Turn the clock until it is showing the correct time. Decide when you want the heating to come on and go off and set the pins or arrows for those times. Set the timer switch to timer or auto as appropriate to the unit. During freezing spells, keep the heating on all the time, and turn the thermostat down during the night and if you are out all day. How to control the temperature (thermostat) Turn the dial so that the arrow or marker is against the temperature setting you want. A comfortable temperature is between 18ºC - 22ºC. Changing pins on time clock Push them in against any time you want the heating to come on. Pull them out against any time when you want the heating to go off. Changing arrows on time clock Slide the on arrows (usually red) around the clock to the times when you want the heating to come on. Slide the off arrows (usually blue) around to the times when you want the heating to go off. Residents repairs and maintenance handbook 105

106 Helpful tips Sinks and drains To avoid blockages do not put foreign articles down sinks or toilets, this includes cotton buds/nappies/wet wipes. Blockages in a sink can be prevented by flushing through using washing soda and hot water. Clearing a blocked waste pipe Clearing a sink or bath blockage Bale out most of the water using a suitable container. Hold a rag firmly over the overflow opening, and place a plunger over the drain hole. Pump the plunger up and down rapidly. Plungers can be obtained from most DIY shops. Minor blockages can sometimes be cleared using proprietary drain cleaners available from your supermarket or hardware store. After clearing the blockage, it is advisable to clean out the trap. Cleaning out a waste trap First bale out any excess water from the bath, basin, or sink using a jug or bowl. Place a bowl underneath the trap and unscrew the joints to remove the trap. Clean thoroughly and replace the trap, checking that the seals are in place and that all joints are screwed up tightly. If more than one fitting is blocked the problem may be in the soil stack or main drain. This will need to be cleared by one of our contractors. Blockages are usually caused by the build-up of fat, tea leaves, hair, etc. It is advisable to clean waste pipes regularly with hot water and soda crystals. 106 Residents repairs and maintenance handbook

107 Clearing a blocked WC Clearing blockages If the pan is already full, remove some of the water into a suitable container using a jug or bowl. Push the toilet brush or plunger to the bottom of the pan and pump up and down vigorously about 10 times. This creates a vacuum which may shift the blockage. Check by flushing the toilet to see if the blockage has gone. You may need to repeat the process several times before the toilet flushes normally. Do not use plungers with a metal disk, as these may chip or crack the toilet bowl. Helpful tips Avoiding blockages Air fresheners that attach to the rim of the toilet pan should be fastened securely to ensure they do not fall in and cause a blockage. Blockages are usually caused by unusual objects: nappies, toys, sanitary towels, air fresheners, etc. If such a blockage occurs as a result of one or several of these objects becoming lodged, you may be charged for clearing the blockage. To stop an overflow If the toilet cistern is overflowing try lifting the float to close the ball valve: if this stops the overflow, try to tie it up, using a piece of wood and some string. You can do the same with a cold water storage tank as a temporary measure. Overflow Float Flushing handle Ball valve Syphon Residents repairs and maintenance handbook 107

108 Helpful tips Smoke alarm maintenance Your home is fitted with smoke alarms to ensure that you and your family are alerted if a fire occurs in your home. Smoke alarms only operate effectively if they are regularly checked and maintained and this is your responsibility. We therefore recommend that you: Once a week - Test each alarm by pressing the test button and holding it until the alarm sounds; Twice a year - Carefully open the alarm case (if designed to do so) and gently vacuum the inside using the soft-brush attachment, to remove dust from the sensor chamber. If the alarm case doesn t open vacuum over the slots to suck out any dust. For battery operated smoke alarms replace the battery if the low battery warning sounds (an intermittent bleep) or at least once a year. Legionella Legionella is a bacterium that can form where stagnant water occurs. For example in pipes that are no longer used. To avoid the risk of this bacteria forming, although the risk in domestic properties is very small, the following regular operations are advised: Shower heads and hoses - should be dismantled and de-scaled using a proprietary domestic de-scaler every three months or when shower rose shows signs of blocking; If not used for more than one week the bath, basin, and sink taps should be run for a minute. Similarly, the shower hose and head should be flushed through in this manner. Asbestos Asbestos is a building product that was used extensively prior to 1999 and if your home was built prior to 1999 asbestos could be present in your home. 108 Residents repairs and maintenance handbook

109 Asbestos materials are safe as long as they remain sealed in a good condition and are left undisturbed. However, the asbestos can be damaged and people could be exposed to it during DIY work. For this reason it is very important to obtain permission from us before doing, or getting anyone else to do any alterations or work on your property. Helpful tips Asbestos can be a problem. When asbestos materials age or become damaged they can release fibres into the air. These can be breathed into the lungs possibly causing damage. When very high levels of these fibres are breathed in, this may cause medical related problems. Decoration Do not use steamers to remove old wallpaper and paint from plaster walls as you are likely to cause damage to the plaster. Please note that we will not re-plaster for ease of decoration. How can I save energy in my home? We should all take an interest in energy efficiency. Not only will it save you money on your household bills, but a warm home, free from condensation, damp and mould means your whole home environment is healthier. This means that you and your family are less prone to illnesses, which is particularly important for the elderly and families with young children. Here are some tips which will save you money: Heating Turn your heating down by 1ºC (if you can), it can save up to 10% on your fuel bills; Do not let curtains hang in front of radiators, tuck them behind to let the heat into the room. Residents repairs and maintenance handbook 109

110 Helpful tips Windows Where there is no double glazing fit draught excluders to windows and doors; Close curtains to avoid heat escaping through windows. Hot water and taps Turn off dripping taps and report any leaks immediately; Take a shower rather than a bath if you can; Do not heat your hot water to scalding temperatures; 60ºC/140ºF is usually acceptable for most households; Do not leave the tap running while you brush your teeth. Lighting and light bulbs Turn lights off when the room is not in use; Use low energy light bulbs, they last up to 15 times longer! This can also save you up to 48 a year (National Energy Advice 2003). Washing machines and tumble dryers Try to always use a full load. If this is not possible use the halfload or energy efficiency programme; Wash at 40ºC. Most washing detergents work just as effectively at lower temperatures; Only use tumble dryers when necessary. Do not put really wet clothes into the dryer, spin them first. Pots, pans, kettles and fridges Use a kettle to boil water and only boil the amount you need; Choose the right size pan for the food and cooker; Keep lids on when cooking; Make sure the fridge door is fully closed when not in use; Do not put hot or warm food straight into a fridge or freezer, 110 Residents repairs and maintenance handbook

111 not only is this a health risk but it can lead to a build up of ice which makes your fridge less efficient. Letterboxes and keyholes Fit a nylon brush seal or a spring flap onto your letter box; Cover the keyhole this will stop draughts. Helpful tips Televisions and video recorders When you are not watching your television, turn it off; Turn televisions and video recorders off stand by to save even more. In the garden Use hose pipes sparingly; Collect rain water for use in the garden, or save your washing up water to water the plants. Residents repairs and maintenance handbook 111

112

113 Index

114 Index Basin Blocked/damaged 39 Tiles, sealant 41 Tap 40 Leaking 39 Bath panel 39 Boiler (central heating) 50 Chimney 86 Cupboard (kitchen) 82 Door (internal) Damaged/sticking 81 Latch 81 Door (external) Frame damaged/rotten 55 Glass damaged/broken 57 Fittings 55 Jammed 55 Lock 56 Rain coming in 55 Door entry faulty 52 Downpipe/guttering 88 Drains blocked 89 Electrics: none at all 27 Electrical appliance 104 EMERGENCIES 16 Energy efficiency 109 Fence 65 Fumes in room 79 Garage door 67 Gas Checks 101 Leak 27 Gate Damaged/sticking 70 Gully Blocked 89 Cover 89 Gutter overflowing 89 Heating Communal 77 Convector heater 79 Storage heater 79 Hot water stopped 51 Keys lost 59 Kitchen Cupboard 83 Drawer 83 Wall tiles 83 Sink 85 Floor tiles 83 Leak From bath/basin 39 From kitchen sink 83 From radiator 79 From waste trap 85 From WC 45 Lighting Failed Residents repairs and maintenance handbook

115 Fluorescent tube gone 73 Emergency lighting 53 Communal lighting 53 Locked out 59 Manhole 89 Paths 68 Pipes Banging 49 Burst 27 Plug socket 74 Power: none at all 27 Radiator Leaking 79 Not heating up 77 Roof 87 Rubbish chute 53 Sealing strip gone Around basin or bath 41 Around shower 43 Around kitchen sink 83 Shower Blocked 43 Cubicle door 43 Hose 43 Not working 43 Seal/tray 43 Switch 43 Tiles 43 Sink (kitchen) Blocked 85 Tap 85 Unit leaking 85 Slates 90 Smoke detector 75 Soil stack blocked 47 Splashback/tiles Around bath/basin 38 Around kitchen sink 82 Around shower 42 Stairs 93 Storage tank overflow 49 Taps on basin/bath 40 Threshold 55 Tiles (wall) Bath/basin 41 Kitchen sink 83 Shower 43 TV aerial (communal) 53 Walls 25 Walls (garden) 71 Washing machine 85 Water Hammer/banging pipes 49 Leaking 27 Leaking from bath/basin 39 No cold water 49 Index Residents repairs and maintenance handbook 115

116 Index Tank overflow running 49 WC Blocked 47 Leaking 45 Flush not working 45 Overflow running 47 Soil stack blocked 47 Window Frame jammed/sticking 61 Glass damaged/broken 61 Fittings 62 Weatherboard Residents repairs and maintenance handbook

117 Notes Please use the following pages to record details of any repairs you have reported

118 Notes Notes Date Job Number Target Date Problem 118 Residents repairs and maintenance handbook

119 Notes Notes Date Job Number Target Date Problem Residents repairs and maintenance handbook 119

120 Notes Notes Date Job Number Target Date Problem 120 Residents repairs and maintenance handbook

121 Alternative formats

122 Translations Alternative formats If you would like this document translated into any other language, or made available in large print or audio format, please contact Customer Services on the contact details at the back of this leaflet. Arabic Bengali Chinese (traditional) Chinese (simplified) Farsi French Prière de nous contacter si vous avez besoin de ce document dans une langue autre que l'anglais, en gros caractères ou sur CD 122 Residents repairs and maintenance handbook

123 Kurdish Nepali Translations Polish Skontaktuj się z nami, jeśli chcesz otrzymać ten dokument w języku innym, niż angielski, dużym drukiem lub na płycie CD Punjabi Urdu Vietnamese Nếu bạn yêu cầu tài liệu này bằng ngôn ngữ không phải tiếng Anh, dạng bản in lớn hoặc trong CD, vui lòng liên hệ Portuguese Se precisar deste documento escrito em uma língua que não seja o inglês, em letras grandes ou em CD, por favor entre em contato conosco Residents repairs and maintenance handbook 123

124 Facebook f Logo CMYK /.eps Facebook f Logo CMYK /.eps We are able to accommodate a wide range of requests for alternative formats of your Repairs and Maintenance Handbook. If you or someone you know needs a summary of the content and key articles in large print, Braille, audio or translated, please contact us on the details below. Get in touch Visit to access lots of information, report a repair and much more. Report a repair: [email protected] For all other enquiries: [email protected] Telephone * (free to call from landlines) * (local rate from landlines and pay as you go mobile phones, or free to call from mobile phones if you have free minutes with your contract plan) Emergency (out of hours) repairs telephone * appro ed by First Wessex residents Aldershot office Parsons House, Ordnance Road, Aldershot GU11 2AE Eastleigh office Charlotte Yonge House, Tollgate, Chandler s Ford, Eastleigh SO53 3YP Portsmouth office Peninsular House, Wharf Road, Portsmouth PO2 8HB Gosport office Nimrod Centre, Nimrod Drive, Gosport PO13 8BE * Telephone calls may be monitored or recorded for training purposes and in appropriate legal situations. Document number: fwps/0001/v3/