Repairs and maintenance

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1 Repairs and maintenance TO YOUR HOME HOUSING at the heart of the community

2 Contents Your responsibilities Reporting a repair Other useful contacts Out-of-hours emergency service The repair process How soon will a repair be done? Major repairs Checking the quality of repairs The right to repair Planned and cyclical repairs Home improvements

3 Your responsibilities We are committed to giving you a first-class repair and maintenance service and you have a responsibility to keep your home in a good condition. Ocean s repair and maintenance service covers the structure and outside of your home, plus services such as plumbing, electric and heating systems. You are responsible for the following: Anything you have personally provided in your home such as cookers or washing machines Replacing fuses, plugs and light bulbs Adjusting or replacing internal doors when you fit or remove carpets Toilet seats, toilet roll holder, towel rail or ring Replacement of any door keys or locks due to loss of keys Smoke alarms (unless we have fitted them and they are connected to the electrical supply) Anything to do with your own TV aerials and telephone installation Replacing any plugs/chains to your sink, washbasin and bath Replacing broken or cracked panes of glass Keeping your garden tidy Keeping your rubbish in bins or a store until it is collected Internal decorations Maintaining your timber garden shed (if any) Any improvements you make to your home Important information: If Ocean is required to carry out any of these tasks listed above, you will be recharged for the cost of doing this work. You should also ensure you have sufficient Home Contents Insurance to protect your possessions in your home.

4 Reporting a repair You can report a repair in any of the following ways: By telephone on Via the website by using the online form at By to By letter to the Customer Services Team at Ocean Housing, Stennack Road, St Austell PL25 3SW. By fax to By text to Start your message leave a space then your message. In person by calling into our offices at Stennack House. Other useful contacts For gas leaks contact Transco on For gas or electric meters contact your supplier. For street lighting contact your local council. For water leaks in the road contact your water company. Out-of-hours emergency service The out-of-hours emergency numbers are or You should only call these numbers when our offices are closed and you are sure that the repair cannot wait until the next working day. Out-of-hours repairs are make safe only and are likely to require a further appointment to complete the repair in full.

5 The repair process Appointments We have an appointment system for all routine repairs. Appointments are offered in two-hour slots, between 8am - 4pm. Inspection prior to repair If some repairs need an on-site decision, we will make an appointment for an inspector to call. The inspector will discuss the work with you and if possible, let you know when it will be done. Your repair acknowledgement You will be sent a repair acknowledgement within 48 hours of reporting a repair. This will tell you when the job was ordered, what work is needed and the target date for completion. Identification All our service operatives wear a uniform and both they and our sub-contractors carry an identity card with their photograph on it. Always ask to see their identity card before letting anyone into your home. If you are not sure, please call us.

6 How soon will a repair be done? We have set targets for the maximum time you should have to wait for a repair. ROUTINE REPAIRS These will be done within 20 working days. They include: Replacing window handles that are not a security or health and safety issue Minor plumbing repairs and day-today repairs and replacements Repairs to external walls, paths and fences Repairing damaged plaster Replacing skirting boards Replacing misted double glazed units Replacing wall tiles (kitchen/ bathroom) Repairing and cleaning gutters and downpipes Repairing flooring which is not a health and safety issue Repairing doors, floors and windows Repairing kitchens URGENT REPAIRS These will be done within 5 working days. They include: Faulty door entry system or one that is staying unlocked Faulty communal TV aerial Faulty electrical fittings and minor electrical faults Leaking roof, missing roof tiles and faulty or blocked guttering causing serious water penetration problems. Hot water or heating faults/ breakdown Failure of the entry phone Blocked sinks, basins, bath or second WC Defective cistern or overflow and minor plumbing leaks A security problem with internal doors and windows

7 Major repairs EMERGENCY REPAIRS These will be done within 24 hours. They include: Total loss of electric power or water supply Unsafe power or lighting socket or electrical fitting Total or partial loss of gas supply Blocked flue to open fire or boiler Total loss of space or water heating between 1st November and 30th April Boarding up broken outside window, door or lock which leaves your home insecure A broken lift Blocked or leaking foul drain Leaks from water or heating pipes, tank or system Storm, accident or flood damage to the structure Failure of the alarm/call system Blocked toilet where there is only one in your home Fault to the door entry system if the door is locked Removal of offensive or racist graffiti Making safe after fire damage In some cases we may need to do major repair work while you are still living in your home. If this happens, we will pay for things like disconnecting and reconnecting services. If we need to move you out of your home temporarily while we carry out the work, we will talk to you in detail about the process and provide you with further information. Checking the quality of repairs We carry out random checks to make sure the work we carry out is of good quality. You may receive a call from one of our inspectors asking if you were happy with how the work was done. Every time we carry out a repair, you will be asked to complete a short satisfaction survey. This provides us with valuable information about how we are performing, so please spare a few moments to fill it in and return it to us.

8 The Right to Repair When you order your repair, we will tell you how long it will take to complete. The Right to Repair means you can be sure that certain small, urgent, repairs, (up to a value of 250), are done quickly, easily and on time. If they are not, you may be able to claim compensation. Please contact us on if you think your repair was not completed within time. Planned and cyclical repairs As well as carrying out day-to-day repairs to your home, Ocean also has a programme of planned repairs which are those major home improvements that include bathroom or kitchen refurbishments, reroofing work or external wall insulation. To find out what works are planned for your area, contact Ocean on Large print, Braille and alternative language versions are available. Call Galima gauti lietuviškai. Disponível em português. Dostępne w języku polskim. 以 简 体 中 文 提 供 Home Improvements If you want to carry out improvements to your home yourself, you must ask permission from Ocean before doing such works. We will discuss your request with you and let you know if you can do the work. Contact the Customer Services team on for more information. HOUSING at the heart of the community Stennack House, Stennack Road, St Austell, Cornwall PL25 3SW Designed by Karenjacksondesign.com

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