Repairs. Your communication needs. Return to: Communications Team Jack Dash House, 2 Lawn House Close, Marsh Wall, London E14 9YQ

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1 Your communication needs Repairs (English) (Arabic) (Bengali) (Cantonese) (Somali) (Vietnamese) This booklet helps you identify everyday repairs in your home and shows you how to report them to us. Return to: Communications Team Jack Dash House, 2 Lawn House Close, Marsh Wall, London E14 9YQ

2 Contents Contact us inside front and back cover Introduction and our Service Standards Ordering your repair Your repair who is responsible? Reporting your repair Repairs to communal areas Criminal damage How long do repairs take? Our repair priorities Fixing your repair About your repair Repair drawings Baths and showers Basins and sinks Doors Drains and gutters Electrics Floors, walls, ceilings and stairs Heating and hot water Toilets Water services Windows A Z of looking after your home Adaptations for older and disabled residents Appointments Asbestos Condensation Contents insurance Decorating Empty homes Gas servicing and safety Going away frost precautions Home improvements Keeping you safe Laminate flooring Major construction works Moving out of your home Out of Hours Service Repairs you pay for Right to Repair Smoke and carbon monoxide detectors TV aerials Vulnerable residents Knowing your home Your repair details Your communication needs outside back cover Online at 8 1

3 Introduction and our Service Standards Our service to you Introduction We know that repairs to your home are really important to you, and you have told us that you want your repairs done quickly and to a good standard every time. This guide will help us get your repair fixed the first time we visit. The pictures and explanations in the guide should make it easier for you to tell us what needs fixing and helps us to make sure that we have the right parts to fix your problem first time. This means we can get more done and keep costs low, so please use this booklet every time you need to report a repair it will help us complete it right first time. Keep your repairs guide handy it will help us to help you. Gavin Cansfield Chief Executive 2 Reporting a repair ( or

4 Information Introduction for and tenants our Service Standards Our Service Standards Our Service Standards set out clearly what services we provide and how we will respond when you contact us. If you are not happy with the service or if there has been a delay please tell us so we can put it right. You will find our Service Standards in this guide wherever you see this symbol. You can also ask any member of staff for a copy or download one from our website. Online at

5 Ordering your repair Your repair who is responsible? We carry out all repairs for tenants over 60 and those that are disabled (for example, those in receipt of Disability Working Allowance, Disability Living Allowance, Severe Disability Allowance or Incapacity Benefit). Repair description The structure and outside of your home including floors and floorboards, roof, outside walls, painting, stairs, gutters, drainage and pipes. Plumbing inside your home including water tanks, stopcocks, taps, sinks, baths and showers, unless you fitted them. All outside doors and windows, unless you fitted them. Electrical sockets and light fittings. Heating facilities. Communal areas, such as lifts, stairwells, lighting and alarm systems. Keeping your home clean. Taking action to prevent and control condensation. Keeping decorations and plasterwork in good condition such as, wallpapering and painting walls, ceilings and doors and filling small surface cracks. Replacing clothes posts, clothes lines or rotary driers, unless you share these with other people. Our responsibility Your responsibility 4 Reporting a repair ( or

6 Ordering your repair Your repair who is responsible? Repair description Replacing door and gate numbers and gate latches. Getting any spare keys cut for your locks. Fitting extra locks and door chains. Floor coverings. Fitting bathroom and kitchen plugs, chains and seals. Bleeding radiators (letting the air out of the valves). Cleaning grease from extractor fans and removing dust from ventilation grilles. Resetting trip switches and replacing light bulbs, plugs and fuses. Repairing any fittings you have installed yourselves, such as shelves or boxing around pipes. Fitting waste pipes and supply valves to washing machines and dishwashers (that carry water to and from the machine). Replacing broken or cracked glass, unless caused by crime or vandalism. Stopping inside doors from sticking or scraping and replacing or refitting draught excluders. Our responsibility Your responsibility Online at 8 5

7 Ordering your repair Reporting your repair If you need to order a repair, change an appointment, or you need advice about a repair in your home or neighbourhood please contact our Repairs Helpline. You can get in touch 24 hours a day, 365 days a year, including bank holidays. By phone (freephone from a landline) or (Bengali/Sylheti freephone from a landline) or lines are open 9am to 5pm (freephone if you are hard of hearing and use a minicom telephone) lines are open 9am to 5pm Online Register online to order your repair and track the progress. By In writing Jack Dash House 2 Lawn House Close Marsh Wall London E14 9YQ 6 Reporting a repair ( or

8 Ordering your repair When you report a repair, please have the following information ready: Your name and full address. A phone number we can contact you on during the day. This guide to help you describe the problem and how serious it is. Whether you have young children or if there s anyone living in your home who is ill, frail or disabled we can let our repairs staff know so they can take extra care. What times of the day are best for you for us to fix the repair. When you contact us, our repairs staff will let you know how long it will take to complete your repair and we will give you a reference number please have a pen and paper handy. We will also make an appointment with you to fix the repair. If we need to inspect the repair first because it s a complex job, we will tell you when you call. We will also explain if the work will take more than one visit to complete. Repairs to communal areas We regularly service and check all installations including lifts, communal boilers and fire equipment and check them on our estate inspections. If you see something that needs fixing please report it to us. Criminal damage If you need a repair because of criminal damage to your home (such as a broken door lock or window), please first report the incident to the police, who will give you a crime reference number. If your home is not secure, we will come to make it safe. How long do repairs take? Our repair priorities When you report a repair, you can expect us to give the work a deadline to make sure we deal with the most urgent repairs first. Online at

9 Ordering your repair Emergency repair Emergency repairs are things which, if not dealt with very quickly, could cause injury, further damage or major inconvenience. They include things such as: no cold water, total loss of electricity, door entry system preventing entry or exit, no heating or hot water (15 September to 31 May), or removal of offensive or racist graffiti. We provide a make safe service only for emergencies reported out of hours and we are only able to respond where the emergency poses genuine danger to residents or property. This includes flooding or where your home is not secure. All follow up repairs will usually be completed the next working day. For some emergency repairs we will try to respond within 2 hours. We will let you know when this is the case. Maximum response time 24 hours Urgent repair Includes partial loss of electricity or water or no heating or hot water (1 June to 14 September). Priority repair Includes leaking roofs or an individual door entry phone not working. Normal repair These include most repairs that we need to carry out, such as repairs to blocked or leaking gutters and the removal of non-offensive graffiti. 3 working days 7 working days 20 working days 8 Reporting a repair ( or

10 Fixing your repair When we visit to fix your problem our repairs staff will: wear or carry Tower Hamlets Homes identification; arrive within the agreed time, or let you know if we are running late; wait for you to answer the door and only leave a card when we have rung or knocked twice and waited for a reply; and tell you what repairs are going to be carried out, any safety arrangements and how long it will take to fix, when we arrive. When our repairs staff are carrying out the repair we will: fix the repair in a professional way, as quickly as possible using the right materials and tools; respect your home, moving furniture where you are unable to; let you know when we will return if we can t complete the work on the first visit, and explain why; clear up any mess we make and take it away at the end of each working day; not play radios or use mobile phones for private calls in your home; and not smoke in your home or in communal areas. If you want to find out more about the standards we expect from our repairs staff, please ask for a copy of our Repairs and Maintenance Charter (code of conduct). Online at 8 9

11 About your repair After your repair Your satisfaction is important to us. If you have a problem with the standard of your repair, or our behaviour, please tell us so we can sort it out straightaway. Describing your repair How to use the drawings to describe your repair If you are finding it difficult to describe your repair, use the following drawings to help you to tell us what s wrong in your home. The drawings are designed to help you report your repair accurately. This helps us get your repair right first time by sending the right person with the right materials. The drawings are the same ones our staff use when ordering your repair. When you report a repair, please use the drawings to tell us the: name of the item that needs repairing; page number in the booklet; and description that matches the repair you need. After your repair has been carried out, we may phone you or write to you to ask how we did and how satisfied you were with the repair. Our call or questionnaire should only take a few minutes please let us know how we did. It s only by listening to you that we can find out what we are doing well and what we need to do better. We use an independent company to carry out our surveys. 10 Reporting a repair ( or

12 Baths and showers What is the fault? Baths Pillar tap is loose Pillar tap Mixer tap is loose Mixer tap Top tip A grey deposit may build up around your taps and plug holes this is called limescale. You can remove it with lemon juice or limescale remover from a supermarket. We need to know Water is seeping between the bath and wall Bath panel is loose Bath panel Waste pipe Supply pipe Overflow Bath is blocked Leak from under the bath If there is a leak, which pipe is leaking (for example, a supply pipe, waste pipe or overflow)? If the bath panel is loose or broken, what material is it made from? Has the leak caused any other damage in your home? Is it possible for you to turn the water off? Northgate (2009) Online at 8 11

13 Baths and showers What is the fault? Showers Electric shower in cubicle or over bath is not working properly Shower mixer on wall is not working properly Water is seeping between the shower and wall Shower head Shower hose is damaged or split Shower mixer on bath is not working properly Door to disabled shower is damaged or leaking Electric shower in disabled cubicle is not working properly We need to know Is Did the you tap install loose the or shower? leaking? Has If your the shower leak caused isn t working, any is other it an damage electric in overbath your shower, home? or is it attached to your Is the taps? waste pipe damaged? Is the shower leaking? Has the leak caused any other damage in your home? Is it a walk-in or level access shower? Shower is blocked Shower seat or grab-rail is damaged or loose Northgate (2009) 12 Reporting a repair ( or

14 Basins and sinks What is the fault? Pillar tap is loose or damaged Sink top is loose Sink waste Waste pipe Waste is leaking Mixer tap is loose or damaged Waste is blocked Water is seeping between the sink and wall Water is seeping between the basin and wall Basin waste Waste pipe Lever tap is loose or damaged Waste is leaking Basin is loose Basin pipe is leaking Trap Waste pipe Waste is blocked Top tip Never pour cooking fat or oil down your sink as it can block it. Never use caustic soda to unblock a sink. If your sink is blocked, empty the water using a cup or jug. Cover the overflow with a cloth. Place a plunger over the plughole and pump it up and down rapidly. We need to know Is the tap loose or leaking? Has the leak caused any other damage in your home? Is the waste pipe damaged? If there is a leak, which pipe is leaking (for example, a trap or a waste pipe)? Northgate (2009) Online at 8 13

15 Doors What is the fault? External door Door is sticking Internal door (fire door) Door is sticking Top tip Close all doors inside your home when you go to bed or when you go out this helps stop fire spreading. Frame is loose Frame is damaged Door needs rehanging Threshold is loose or damaged Frame is loose Frame is damaged Door needs rehanging Architrave is loose or damaged We need to know Did you fit the door yourself? What type of door is it (for example, wood, metal or plastic)? Note You may have to pay for this type of repair. Door locks are like-for-like replacements. Weatherboard is loose or damaged Stop Architrave Door stop is loose or damaged Frame Skirting Northgate (2009) 14 Reporting a repair ( or

16 Drains and gutters What is the fault? Stack pipe is blocked Stack pipe is loose Stack pipe is damaged or leaking Top tip It s a good idea to put boiling, soapy water down your sink regularly to prevent a build up of grease in your drains. Gutter is blocked Gutter is loose Gutter is damaged or leaking Gully surround is damaged Gully grate is broken or missing Gully is blocked We need to know If the drain pipe is damaged, is the water overflowing? How many storeys are there in your building? Hopperhead is damaged Downpipe is blocked Downpipe is loose Downpipe is damaged or leaking Underground pipe has burst Drain is blocked Manhole cover or missing Manhole cover is loose Have you tried to clear any blocked pipes? How was the manhole cover damaged or is it missing? Is it a danger to you or your neighbours? If the stack pipe is damaged, how many sections are broken or missing? Are the gutters made of plastic or iron? Northgate (2009) Online at 8 15

17 Electrics What is the fault? Lighting Ceiling rose Pendant Single switch is loose Single switch Outside light Ceiling switch is loose Ceiling switch Outside security light Batten holder is loose Batten holder Double switch is loose Double switch Cover We Top need tip to know If it Are isn t you a power a tenant cut, of check Perthif a fuse and has Kinross tripped Council? in the consumer unit. If it keeps tripping Is the it door-entry could be because system of not faulty working equipment because (such of as a kettle) some or fault because or any too damaged many things caused? are plugged in to one socket. If it is Unplug damaged, all electrical how did the equipment, damage happen? reset the trip switch and plug the equipment back in one by one. We need to know Do you have a pre-payment meter? Is there any credit? Have you checked the light bulb(s)? Which room or rooms are affected by the problem? Do you know if any of your neighbours are having the same problem? Northgate (2009) 16 Reporting a repair ( or

18 Electrics What is the fault? Power We need to know TV aerial socket is not working Fan is not working Smoke detector needs repair Do you have a pre-payment meter? Is there any credit? Is there a power cut in the area? Have you checked the power supply and fuse box? Were you using a particular appliance at the time of the power failure? If so, have you checked the fuse on the appliance? If the extractor fan is faulty, where is it located in the property? Single socket is loose Double socket is loose Cooker switch is loose Single socket Double socket Cooker switch Northgate (2009) Online at 8 17

19 Floors, walls, ceilings and stairs What is the fault? Walls, ceilings and stairs Plaster on ceiling is cracked Architrave is loose or damaged Skirting board is loose Skirting board is broken Plaster or plasterboard is damaged Plaster on wall is cracked Nosing Tread Riser Handrail is loose Handrail is damaged Riser is loose or damaged Nosing is loose or damaged Tread is loose or damaged Baluster (spindle) is loose or damaged Newel post is loose or damaged Top tip Keeping your home well ventilated will help stop dampness building up on walls and ceilings and reduce condensation. We need to know Is the damage inside or outside your home? How was the plaster to walls damaged? Is the damage causing dampness in the property? Floorboards are damaged or split Floorboards are loose Northgate (2009) 18 Reporting a repair ( or

20 Floors, walls, ceilings and stairs What is the fault? Tiles and floors Grouting is damaged One wall tile is loose One wall tile is cracked or missing Area of wall tiles are loose Area of wall tiles are damaged or missing Top tip Keeping your home well ventilated will help stop dampness building up on walls and ceilings and reduce condensation. We need to know How were the tiles damaged? One quarry floor tile is loose One quarry floor tile is cracked or missing Area of quarry floor tiles are loose Area of quarry floor tiles are damaged or missing One vinyl floor tile is loose One vinyl floor tile is split or missing Area of vinyl floor tiles are loose Area of vinyl floor tiles are split or missing Northgate (2009) Online at 8 19

21 Heating and hot water What is the fault? Electric Electric boiler is not working properly Radiator is only partly warm Radiator is loose Radiator is leaking Radiator valve will not turn Radiator valve is leaking Top tip Turning down your room thermostat or radiator valve by 1 C could save you up to 10% off your energy bills each year. We need to know Do you have a pre-payment meter? Is there any credit? Is there a power cut in the area? Night storage heater is not working properly Electric convector or fan heater is not working properly Panel heater is not working properly Northgate (2009) 20 Reporting a repair ( or

22 Heating and hot water What is the fault? Gas Any type of boiler is not working properly Top tip Leaving your boiler on a low heat, rather than switching it on and off could save energy. We need to know What is the type of heating? If you smell gas phone straightaway. Radiator is only partly warm Radiator is loose Radiator is leaking Immersion heater is not working properly Radiator valve will not turn Radiator valve is leaking Northgate (2009) Online at 8 21

23 Heating and hot water What is the fault? Heating controls and pumps Time clock Programmer needs setting We need to know How was the heating control damaged? Is there no heating in the property? Room thermostat Pump is noisy or not working Northgate (2009) 22 Reporting a repair ( or

24 Toilets What is the fault? Cistern is overflowing Toilet seat Toilet pan is leaking Cistern is loose Cistern is not flushing Flush pipe is leaking Flush pipe Small joint at back of pan is leaking Large joint at back of pan is leaking Toilet pan is blocked Toilet pan is cracked or broken Toilet pan is loose Top We tip need to know Do Is not there flush no sanitary hot water? towels or nappies down the toilet as these Is there can cause any elderly blockages. or disabled person living in We the need property? to know Is the cistern not filling up? Does your cistern have a push-button or a handle? If the toilet does not empty when flushed, has anything gone down the toilet which may have caused this? Is it possible to turn the water supply off? Is there another toilet in your home? If the pan, how did the damage happen? Northgate (2009) Online at 8 23

25 Water services What is the fault? Gate valve will not turn on or off Water tank is not refilling Top tip Make sure you know where the stopcock is so you can turn off the water in an emergency and prevent flooding. Stopcock will not turn on or off Water tank is leaking Knocking sound from water pipes Water pipe has burst Water tank is overflowing Little or no water through pipes We need to know If you have a leaking or burst pipe, do you know where the leak is? Is it from a supply pipe or a waste pipe? If it is a supply pipe, is it cold or hot water? How serious is the leak? Is it possible for you to turn off the water? Has the leak caused any damage to the property? Northgate (2009) 24 Reporting a repair ( or

26 Windows What is the fault? Clear glass Obscure glass Wired glass Clear glass Obscure glass Wired glass Top tips If you have safety catches make sure they work properly. Keep things that young children could climb on, such as chairs and boxes away from windows. Window will not open or close properly Draughts around window or frame Frame to window is damaged Side handle on window Bottom handle on window We need to know What is the window frame made of (for example, timber, metal or plastic)? Which pane or panes have been broken? How was the glass broken? Note You may have to pay for these types of repair. Northgate (2009) Online at 8 25

27 A Z of looking after your home Adaptations for older and disabled residents Adaptations are changes to your home to make it easier for you to get around, such as grab rails or walk-in showers, helping you stay independent and improving older or disabled residents safety. If you feel that adaptations or equipment would help you manage things more easily, please contact Tower Hamlets Council on who will advise you on how your home can be adapted to help you to live more independently. An Occupational Therapist may need to visit you. The Council will tell us if you would benefit from an adaptation. If it s appropriate for us to do the work, we will contact you to arrange to carry out these works within 5 weeks. We will let you know who is dealing with your case and who the contractor will be. We will make sure you have access to basic facilities while we carry out the work. If you are a tenant aged over 65, we will provide some adaptations on request such as fitting lever taps or raising electrical sockets. Find out more by contacting us on Appointments When you report a repair, you can expect us to arrange an appointment with you for the work to be carried out. You can choose one of three time slots 8am to 10.30am, 10.30am to 2.30pm or 2.30pm to 5pm whichever suits you best. You can get an appointment for most repairs, except emergency repairs which are completed quickly we just ask you to stay at home and wait for us to call. If we need to inspect the repair first, you can choose from two time slots: mornings (9am to 1pm) or afternoons (1pm to 4pm). 26 Reporting a repair ( or

28 A Z of looking after your home Re-arranging or cancelling your appointment If you can t keep the appointment for any reason or you want to cancel, please let us know as soon as you can so we can give the appointment to someone else. We will be happy to arrange another appointment at a time best for you. Missed appointments Around 95% of our repairs are completed when we say they will be, but delays sometimes happen. You can claim 10 compensation if we make a repair appointment with you and we don t turn up when we say we will. Just let our Repairs Helpline know within 2 working days. If you are out when we call, we will leave a calling card. Please contact us using the number on the card to arrange another appointment. Asbestos Asbestos is usually safe if it is undisturbed. If we have to deal with asbestos when carrying out your repair, we will ensure that your home is safe and that our staff are fully trained and equipped to complete the work. When you move into your new home, we will tell you if asbestos may be present. When we carry out major improvements to homes, we will remove any asbestos or seal it in safely. If you are carrying out DIY you should not remove or disturb asbestos. If you are unsure, please contact your Neighbourhood Housing Team who will be happy to advise you, or download our leaflet on asbestos from our website. Online at 8 27

29 A Z of looking after your home Condensation Condensation is damp that comes from extra moisture in the air. It happens in all homes but, if left unchecked, it can become a serious problem. Lots of extra moisture is created by everyday activities such as cooking, washing clothes and bathing. Damp conditions can also damage your home, spoiling your paint or wallpaper and causing windows to rust and rot. Try our tips to keep condensation under control: Produce less moisture Wipe down the inside of windows if wet. Don t dry clothes on radiators. When cooking, close the kitchen door and cover saucepans. Switch off a boiling kettle. Run cold water into the bath first, then run the hot water. For safety reasons, never use a paraffin or liquid gas heater. Increase ventilation Open your bathroom or kitchen window for a while to let steam escape. If you have an extractor fan, please use it. If you use a tumble dryer make sure the steam pipe goes outside. Don t put furniture in front of radiators as this will stop them heating the room properly. Keep your home warm Heat all rooms a little bit even if not being used. 28 Reporting a repair ( or

30 Information A Z of looking for after tenants your home Contents insurance We strongly recomme]nd that you take out contents insurance for your home. This will protect your personal possessions in the event of flood, fire, damage or burglary. We offer great value insurance with a leading insurer. You can pay your premiums weekly when you pay your rent, as long as you are up to date with your rent. Please contact us for an application form for home contents insurance or to find out more. Decorating You are responsible for decorating your home. But you are automatically included in our decorating scheme for older and disabled residents if you are over 65 and receive Housing Benefit, or you are over 60 and receive Disability Living Allowance and don t have anyone under this age living with you. Empty homes We aim to let our empty homes quickly. Before you move into your new home, we will have carried out an inspection to ensure it is up to our Lettable Standard. We will send you a copy of the Lettable Standard when we make you an offer so that you know what works must be done before you move in. Gas servicing and safety We will carry out an annual gas service of your gas boiler free of charge. We must do this every year by law. We will also check that your radiators and hot water are working properly. Our fully-qualified Gas Safe team will give your home the expert treatment to keep things working properly. Before your service is due, we will write to you with an appointment. Please make sure someone is at home to let us in. If you can t make the appointment, please ring the number we give you to arrange a time that s convenient to you. If we can t get in to carry out the annual gas service we may have to take legal action to gain access to your home. Online at 8 29

31 A Z of looking after your home After the service, we will give you a copy of the gas safety certificate for your peace of mind. If a problem is revealed, we will tell you what repair is needed and when someone will come to fix it. Gas safety Gas appliances that are not working correctly can produce poisonous and deadly fumes never block up any air vents in your home. We recommend that you fit a carbon monoxide alarm. If there is a strong smell of gas, or you think there might be a leak, contact National Grid Emergency on immediately. Going away frost precautions To avoid burst pipes or water leaks when you are going away, please remember to: turn off the main stopcock; turn off any immersion heater; turn down your central heating controls and leave your heating on low for a few hours a day to avoid pipes freezing; and ask a friend or family member to check on your home regularly. 30 Reporting a repair ( or

32 A Z of looking after your home Home improvements We are happy for you to improve your home but please ask us first before you start any work. We will normally agree, but if we say no, we will give you the reason why in writing. You don t need our permission to decorate. Don't forget you may need planning permission. You can get advice about planning and building control by contacting Tower Hamlets Council on Keeping you safe When someone calls to inspect or carry out your repair always ask to see and check their identification. All our repairs staff carry identification and we can also provide you with a password for your peace of mind. If the person can t produce an identity card, do not let them into your home. Contact us straightaway on , or call the Police. Your safety is important to us and we will investigate all calls about bogus callers. Laminate flooring Before you install laminate flooring, please check with your Neighbourhood Housing Team whether it s right for your home. This type of flooring can cause noise nuisance to your neighbours if you live in a flat, and we may ask you to remove it if the sound insulation is insufficient. Laminate flooring can also cause problems if we need to repair your home and you will be responsible for lifting and refitting the flooring if a repair is needed. Major construction works We make improvements to hundreds of homes each year and we want our neighbourhoods to be somewhere you can be proud of. Major construction works are programmed on a rolling basis to make sure homes and estates are kept up to a good standard. We use our stock condition survey to prioritise Online at 8 31

33 A Z of looking after your home works with residents. Works include: external repairs and decorations; new energy-efficient boilers; lift upgrades and replacements; better security through new door entry systems, CCTV and lighting improvements, as well as upgrades to footpaths and roads. We will send you a letter before any major construction works start that will affect you, such as a lift being replaced or a new door entry system installed. We will not usually write to you about some of the smaller regular jobs, such as clearing gutters and drains. When we write to you, we will also give you the opportunity to meet the people carrying out the works, ask any questions about the project and, wherever possible, give you choices on what we do. Moving out of your home If you are moving out of your home, please leave the place clean and tidy. Please take all your furniture and belongings with you. Clear up any rubbish and leave fixtures and fittings behind. These are things like kitchen cupboards, the bathroom suite, light switches and door handles. If you don t, we will charge you for removing things you ve left behind, clearing up rubbish, and repairing or replacing fixtures and fittings. Out of Hours Service Our Out of Hours Service signposts customers to service experts, particularly where a specialist response is needed, such as homelessness or environmental health, or to the emergency services Police, Ambulance or Fire Brigade. Please remember we only provide a make safe service for emergency repairs reported out of hours and we are only able to respond where the emergency poses genuine danger to residents or property. All follow up repairs will usually be completed the next working day. Special arrangements are in place 32 Reporting a repair ( or

34 A Z of looking after your home to help vulnerable residents during the Out of Hours period. If in doubt, please call the Out of Hours Service on Repairs you pay for If you damage your home, cause disrepair by neglect, or ask us to fix a repair you are responsible for, you may have to pay for it (charges include administration fees and VAT). These types of repairs include changing locks, replacing broken windows, unblocking sinks or toilets, repairing damage caused by leaking washing machines and call outs if a repair isn t needed. We will also ask you to pay if you misuse the Out of Hours Service to get a non-emergency repair that should be completed during normal working hours. When we carry out a repair you pay for, you can expect us to let you know how much the repair will cost, ask you if you want to go ahead with it, and if you agree, arrange an appointment for the repair to be carried out. You can pay for these types of repairs using the chip and pin machine at your local One Stop Shop. Right to Repair We aim to provide a great repairs service and to carry out repairs when we say we will. For some urgent repairs costing less than 250 you have a Right to Repair. The deadlines for these types of repair depend on how urgent it is. We will tell you when you report your repair whether it falls into this category and your rights to appoint someone else and compensation if we don t start your repair on time. You can claim 10 compensation if we make a repair appointment with you and we don t turn up. Online at 8 33

35 A Z of looking after your home Smoke and carbon monoxide detectors We recommend your home is fitted with a smoke detector and we usually install these whenever we rewire a home. We also recommend that you invest in a carbon monoxide detector if you have a gas supply. You should conduct regular checks to make sure that its working properly. The London Fire Brigade provide free home fire safety checks and smoke detectors. To find out more, or to book an appointment please call or TV aerials Some homes have communal TV aerials and we are responsible for repairing these. This will include upgrades for the digital switchover. If your home has its own TV aerial or a satellite or cable system these are your responsibility to repair. Vulnerable residents Our Repairs Helpline staff will always try to help if you are vulnerable because of age, medical health, disability, mental health or if there are children under 5-years-old. We consider the needs of your whole household. Although some repairs are the responsibility of the tenant we carry out all repairs for tenants over 60 and disabled tenants (in receipt of Disability Working Allowance, Disability Living Allowance, Severe Disability Allowance or Incapacity Benefit). We will prioritise repairs for tenants who are vulnerable and make sure they are completed quicker. We will also support people experiencing domestic violence, anti-social behaviour or any hate incident where there is a need for extra help with repairs to improve safety and security. We will take account of your household needs and tell you if you qualify for extra help when you report your repair. 34 Reporting a repair ( or

36 Knowing your home It is important that you know where important services are located in your home. Knowing where these things are can help keep you safe and minimise damage if there s an emergency. Please make a note of where these are in the box below. Item Where it is in your home Main stopcocks (to turn off water) Consumer unit or fuse box (to isolate electrical circuits) with trip switch (to turn off electricity) Trip switch (to turn off electricity) Gas tap ( to turn off gas supply) Boiler Heating controls and room thermostat Gas emergency phone number is: You can find more information on gas safety on pages 29 to 30. Online at 8 35

37 Your repair details This section is for you to keep a record of the repairs that you ask us to carry out. Date you reported the repair Job reference number Details of the repair Comments 36 Reporting a repair ( or

38 If we make an appointment and can t keep it Claim 10 Got a repair? Call, 24 hours: or am 5pm Bengali/Sylheti: Minicom: General housing enquiries call:

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