A guide to repairs & maintenance

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1 A guide to repairs & maintenance

2 This booklet will tell you: Who is responsible for different types of repair If you are elderly, disabled, vulnerable or unable to resident repairs yourself please let us know when you report a repair. We can make exceptions to this guide in special circumstances. are responsible for repairs that are needed because of wilful or accidental damage. You must take out contents insurance to cover the cost of damage to your belongings (or those of your neighbours) in the event of an accident. Call us on to find out about affordable contents insurance. We expect our residents to be polite to our staff and contractors and to act responsibly in their home, community and in our offices. The time it will take to complete a repair Emergency repairs are usually completed within 4 hours Choice repairs are usually completed with 15 days Before we visit you to a repair you should move household items like fridges and washing machines that are in the way of area. If you are not able to move large items because of a disability, frailty or limited mobility, please let us know when you book. When you report your repair we will: Aim to answer your call within 20 seconds Ask you a number of questions to help us identify and work out who is responsible Find out if you need extra assistance when we visit you to a repair. For example, translation services or if our operatives need to wait a little longer for you to answer the door Give you a timescale for when will be completed based on the information in this leaflet. Offer you a choice of appointment slots Give you a job reference number Text you about your appointment, if you provide us with your mobile number When our contractors visit you to a repair they will: Aim to arrive on time or call you to let you know they are running late Show you their identification Be polite and professional Wear a tidy uniform and shoe covers Explain the work before they start Use dust sheets or protective coverings as appropriate Keep you informed of the progress of the work Tidy up after themselves and take their rubbish away Not smoke Not listen to music when carrying out work The contractors that will repairs are: Axis is our main contractor and they will complete most of the day to day repairs within your home P & R Installations is our gas contractor and they repair and service gas appliances such as boilers and central heating systems Precision Lifts carries out repairs to lifts in our blocks Alpha Track provides s service for entry phone systems, CCTV and television outlets You can report repairs by: Calling Visiting our Office in Thamesmead Logging on at Other repair emergencies Gas leaks should be reported to the National Gas Emergency Service on If you are worried about carbon monoxide poisoning you should turn appliances off, open doors and windows and get everyone outside in the fresh air immediately. The carbon monoxide advice line is

3 Bathrooms Who is responsible for? Blocked main drain, soil pipe or only toilet 4 Within 4 Hours Dripping or leaking taps, cisterns or overflows 4 Within 15 Shower units 4 Within 15 Floor tiles or vinyl covering 4 Within 15 Wall tiles 4 Within 15 Baths 4 Within 15 Bath panels 4 Within 15 Washbasin 4 Within 15 Plugs and chains 4 Light pull cords 4 Toilet seats 4 Towel rails 4 should not flush disposable nappies, baby wipes, and sanitary towels down the toilet. Only if the shower unit has been provided by. If you fitted the shower you are responsible for repairs. If these have been provided by, we will repair. We cannot guarantee a colour match. We will try to colour and size match wall tiles, but this cannot be guaranteed. If you fitted the tiles you are responsible for repairing them.

4 Doors & Windows Insecure front and back doors 4 Within We will make the property secure if the damage has been caused by a criminal act and you have a valid crime reference number. Where replacement is required we will aim to complete this within 15 days, although upvc doors may take longer. Insecure windows, frames and fittings 4 Within Window handles and locking mechanisms 4 Within 15 days We will make the property secure if the damage has been caused by a criminal act and you have a valid crime reference number. Where replacement is required we will aim to complete this within 15 days, although upvc doors may take longer. We will not if you fitted the lock. If your property is not secure we will make it secure. Full repairs will be completed within 15 days, although upvc windows may take longer. If your property is insecure or there is a health and safety risk we will attend within four hours. Door keys and locks 4 We provide keys at the beginning of the tenancy. are responsible for additional keys, lost keys and lock changes. If a lock has failed due to age or mechanical fault, we will replace this for you. Doors inside your home 4 We will not adjust doors to fit carpets or floor coverings. Glass in outside windows 4 This is a resident responsibility however if a ground floor window is broken because of a criminal act and you have a valid crime reference number we will attend and make the property secure within four hours. Replacement glazing will be carried out within 15 days. Glass doors and screens within your home 4 Keeping your windows and frames clean 4

5 Electrical Total loss of power supply 4 Within We will attend within 4 hours, unless it is a power cut or the fault of your electricity supplier. If you use a power key, please double check it has enough charge before calling us. Unsafe electrical fittings or wiring 4 Within Broken or damaged sockets and light switches 4 Within Main switches, fuse boxes and circuit breakers 4 Within You should make sure your appliances are working before you report any problems. If the damage is caused by your actions or a faulty appliance, we will charge you for. Light bulbs, fluorescent tubes and starters 4 are expected to change light bulbs except to enclosed bathroom fittings. Appliances such as fridges, washing machines, cookers and hobs 4 You can ask us to if we provided the appliance and we still own it. If the damage is caused by misuse we will charge you. We will not repairs or replacement of the appliance if it was fitted by the previous tenant and you were given it.

6 Gardens Fences, gates or walls on boundaries with public footpaths, highways and open spaces 4 Within 4 Hours or Within 15 Dividing fences between gardens 4 Within 4 Hours or Within 15 Footpaths in gardens 4 Within We will not a repair if the title deeds show that it is owned by someone else. We will treat this as a 4 hour repair if the fence or wall is in a dangerous condition, but we will only make safe at that visit. We will treat this as a 4 hour repair if the fence or wall is in a dangerous condition, but we will only make safe at that visit. If we can repair the fence, we will do this within 15 days. Where full replacement is needed, we will carry this out as part of our planned maintenance programme (subject to inspection). We will not if you installed them. Brick, concrete or wooden sheds 4 You can ask us to a repair if we provided the shed and we still own it. Outside water taps 4 Washing lines, posts and rotary driers 4 Grass, flower beds, shrubs and trees 4 You are responsible for keeping your garden neat and tidy and removing weeds from your front and back garden, cutting grass, trees and hedges.

7 Heating & Hot Water Systems Electric storage heaters 4 Within 4 Gas fired system 4 Hours for complete District or Combined Heating and Power 4 failure. Systems Within 15 for partial failure Combination or system boilers 4 Immersion Heaters 4 District or CHP hot water systems 4 Within Leak from hot water tank 4 Within Dripping or leaking taps 4 Within Any system you have fitted 4 We will attend within 4 hours and attempt to repair the system. However, if parts are required, or the system breaks down overnight, it may not be repaired at first visit. If we cannot repair the system we will provide you with a portable fan heater. When part of the system fails (e.g. individual radiators not working) we will attend within 15 days We will restore hot water as quickly as possible, but if parts are required this may take longer. Not having hot water is not considered an emergency unless you have household members who are considered vulnerable, disabled or who have an illness which would be made worse by not having hot water. If you have a leak, turn off any electrical supply to the hot water tank and try to soak up any water with old towels. You may also need to turn off the water supply to the hot water tank.

8 Kitchen Cooker socket 4 Within Kitchen cupboards and worktops 4 Within Sink bowl and drainer 4 Within Tiled splash backs 4 Within You are responsible for repairing or replacing sink plugs and chains. We will try to colour and size match wall tiles, but this cannot be guaranteed. If you fitted them we will not be responsible for repairing them. Blocked sink 4 You should try to clear the blockage yourself. If you cannot clear the blockage you can call us out, but we may charge you. Dishwasher and fittings 4 Electric cooker, hob or oven 4 If the hob or oven was installed by we will a repair or replacement within 15 days (subject to parts order). Gas cooker, hob or oven 4 We will a safety check every year. We reserve the right to disconnect unsafe appliances. You are responsible for the cost of any repairs or replacements. Washing machine and fittings 4

9 Plumbing Taps 4 Within Down pipes 4 Within Gutters 4 Within Main drains 4 Within Pipes inside your home 4 Within Leaks from radiators or heating pipes 4 Within 15 This may take longer if scaffolding is required. This may take longer if scaffolding is required. You must keep drains clear by making sure you don t put anything down a drain that may cause a blockage. We will attend within 4 hours if you or your property is in danger. Try to stop the leak or contain it. Turn off your water supply at the stop valve. Do not touch electrical equipment that may have been exposed to the water. Turn off your electrical supply at the mains, if safe to do so. For leaks from radiators, turn the control valve to its lowest setting. Place a container (for example a bowl) under the radiator, fitting or pipe to catch the water. We will respond within 4 hours for major leaks. Blocked wash basins, sink, shower or bath 4 You should try to clear the blockage yourself. If you cannot clear the blockage you can call us out, but we may charge you.

10 Shared Areas Bannister rails 4 Within Door entry systems 4 Within Doors 4 Within Fire equipment 4 Within Floor covering 4 Within Make safe Glass in doors and panels 4 Within Lifts 4 Within Windows catches or locks 4 Within

11 Structure Inspection chamber covers 4 Within Roofs Roofs cannot be inspected during periods of snow or rain or in the hours of darkness due to Health & Safety. 4 Within Ceilings 4 Within Damp-proof course 4 Within Floors 4 Within Stairs and steps to entrances and stairs inside your home 4 Within Outside Woodwork 4 Within Walls inside your home 4 Within We will replace, repair or make safe inspection chamber covers within the boundary of your property or in communal parts that owns. If you experience a roof leak, please try to contain the leak by collecting water in a bucket and placing old towels on the floor. Move beds and furniture away from the area. We will inspect the roof and if we can a repair this will be completed within 15 days. Where full replacement is needed, we will carry this out as part of our planned maintenance programme (subject to inspection). We will respond within 4 hours to major leaks We do not repairs on floor coverings that you have fitted yourself.

12 Other Electrics including switches, power points, fuse boxes, circuit breakers 4 Within Outside decorations 4 Planned Maintenance Programme TV outlets in flats and maisonettes 4 Within Appliances including large electrical appliances such as fridges, freezers, cooker, washing machines and dishwashers Coat hooks 4 Curtain rails 4 Fluorescent tubes, starters and light bulbs 4 Dustbins 4 Household rubbish and larger items of rubbish Aerials and satellite dishes to houses 4 You should make sure your appliances are working before you report any problems. If the damage is caused by your actions or a faulty appliance, we will charge you for. External decoration will be carried out as part of our planned maintenance programme. provides satellite and digital TV connections from a TV outlet in your living room. 4 You can ask us to if we provided the appliance and we still own it. If the damage is caused by misuse we will charge you. We will not repairs or replacement of the appliance was fitted by the previous tenant and you were given it. 4 Please put your rubbish in the appropriate place for collection and tie any bin bags you have used. Do not leave rubbish bags in communal areas This guide was correct as of June 2012 and is subject to change. Some tenancy agreements may differ slightly.

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