The Customer Handbook Action Team

Transcription

1 Repairs Handbook

2 The Customer Handbook Action Team A diverse group of customers formed an Action Team and worked tirelessly producing this Handbook. We hope you find it helpful and informative. 2

3 Contents Introduction 4 Our Values 5 How to contact us 6 Useful Contacts 7 Useful Information 8 Local and Coastline Offers 9 Customer Satisfaction 9 Home Local Offers 10 Quality of Accommodation Full contents available 11 Repairs and Maintenance Full contents available 11 Identifying your repair 23 Kitchen Bathroom Condensation, damp and mould Hot water and pipes 32 Cold weather - frozen and burst pipes 33 Heating 34 Stairs 35 Electrics, detectors and fans 36 Resetting a trip switch 37 Heating controls 38 Lights, switches and sockets 39 Doors - hinges and locks 40 Windows and locks 41 Outside - walls and roofs 42 Outside - rainwater goods 43 Outside - doors, fences and gates 44 Outside - locks and hinges 45 Outside - drains, grids and vents 46 This handbook was correct at time of printing, August

4 Introduction Welcome to our Repairs Handbook which has been developed in consultation with the Customer Handbook Action Team, colleagues and partners. The Coastline Group is a not for profit company limited by guarantee and currently registered with the Homes and Community Agency. We own and manage over 3,800 homes predominantly in the west of Cornwall and provide services to many more people. The Coastline Group consists of Coastline Housing Limited, Coastline Services Limited and Coastline Care Limited. The rent and service charges paid by you and our other customers, pay for all the services we offer, including the repairs and maintenance to your home. We receive no public money to run these services. By continuously improving what we do, we aim to make every penny count and to give you real value for money for your rent. We have a strong belief in equality. We will treat you with respect at all times. In return, we ask that you respect your home, your neighbours, your environment and our staff. We do not tolerate prejudice, discrimination or harassment of any kind. Our staff are trained to deal with difficult and sensitive problems, so don t hesitate to contact us if you have any concerns. Our Mission We have adopted a clear and concise statement of our purpose and what we stand for. Our mission is: Great homes, great services, great people 4

5 Our Values To complement our Mission, we have developed a set of values which underpin everything we do. We will:- Put our customers first; Be open, honest and accountable; Nurture innovation and creativity; Respect people s differences and be sensitive to their needs; and Respect and protect the environment. Our Objectives Our objectives are the targets which represent our ability to achieve our mission. We will:- Provide excellent services to our customers; Maintain our homes and neighbourhoods to high standards; Develop new homes in partnership with local communities; and Make our business financially stronger for the future. In this handbook, you will find all sorts of useful information. Please keep it for future reference, but feel free to contact us straight away if you need any help or further information. Our home is one of the most important things in our lives. We hope that you will be happy, safe and comfortable in your home and do remember that we are always here to help. Best wishes, Robert Nettleton - Chief Executive 5

6 How to Contact Us Getting in touch with us is easy. Telephone Freephone / Local Calls to numbers are free from UK landlines but you may be charged when using a mobile phone. The number may be used as part of inclusive minutes on most services Fax customer.service@coastlinehousing.co.uk repairs.helpdesk@coastlinehousing.co.uk Website Write to us Coastline House, 4 Barncoose Gateway Park, Redruth, TR15 3RQ Text Type Talk Service Dial before our number if you are deaf, hard of hearing or speech impaired Search for Coastline Housing Opening hours Reception Monday to Friday 8.45 am to 5.15 pm Telephone Monday to Friday 8.00 am to 6.00 pm Saturday 9.00 am to 1.00pm Outside our opening hours, telephone calls are automatically transferred to our emergency out of hours service. The Customer Services Team will deal with your enquiry or make an appointment for you to see a member of staff, either in the office or your home, at a time convenient for you. 6 Our office Coastline House 4 Barncoose Gateway Park Redruth TR15 3RQ

7 Useful Contacts Emergency Services 999 National Grid (in case of gas leaks) Police Non Urgent / Enquiry Line Police Minicom for deaf/ speech impaired Crimestoppers Childline Domestic Violence Helpline Outreach Support and Counselling Victim Support Cornwall Local women s refuge Floodline advice and information NHS Direct Serco (out of hours doctor) Cornwall Council Anti-bullying in Cornwall (ABC) Alcoholics Anonymous (24 hour) Broken Rainbow (Lesbian, gay, bisexual and transgender domestic violence forum) Citizens Advice Bureau Careers South West Cornwall Neighbourhoods for Change (CN4C) Disability Information and Advice Line (DIAL) Men s Advice Line National Child Protection Helpline (NSPCC) Energylinx (compare energy prices) Credit Unions - Cornish Community Banking Kerrier and The Fal

8 Useful Information Do you know where equipment is in your home and how to turn things off, please use this space below to make a note of where the meters and stop cocks are in your home. We will help you to complete this page should you require assistance. Where to turn things off Cold water: Hot water:. Gas:.. Electricity isolation switch:.. Where to find your meters Water:. Gas:. Electricity: Where to find other equipment Water tank: Boiler:. Hot water cylinder: Fuse board (electrical consumer unit):.. 8

9 Local and Coastline Offers Customers have helped us to develop 12 Local Offers and other Coastline Offers. These are our commitments to you, and we will report our performance against these Offers regularly. The Offers are broken down into 4 themes, and these are:- Involvement and Empowerment; Tenancy; Neighbourhood and Community; and Home. This Home section primarily looks at repairs and the quality of your home. Because it is so important, we have included it within this new Repairs Handbook. Customer Satisfaction Following a repair you will be given the chance to complete a satisfaction survey. This may be completed on an electronic device or you may be left a paper version which can be posted back to us free of charge. When you submit a completed survey you will be automatically entered into a prize draw. From time to time, we may also give you a call to conduct a quick telephone survey on our repairs service. Your feedback is important to us as this enables us to continually improve our services. We will publish the outcomes from your feedback in CoastLines. 9

10 Home Your LOCAL OFFERs 1 We will develop a Warm Homes Standard with you and implement over the next 5 years 2 We will acknowledge routine repair appointments by letter within 5 working days 3 We will ensure that repairs are carried out within agreed timescales 10

11 Contents Page Quality of Accommodation Decent Homes Plus 12 Gas Servicing 12 Gas Leak 13 Disabled Adaptations 13 Hazards 14 Repairs and Maintenance Planned Maintenance and Improvements 15 Responsive Repairs 16 Out of Hours Emergency Service 16 Repairs Categories 16 Our Responsibilities 19 Your Rights 20 Your Responsibilities 20 Vandalism and Neglect 21 How to Report a Repair 22 Identifying Your Repair 23 11

12 Quality of Accommodation Decent Homes Plus The Coastline standard, Decent Homes Plus sets out the enhanced standards that we will achieve for all homes by the end of This will ensure that we provide you with good quality, affordable housing, within a safe and secure environment. The Government Standard requires that we replace your kitchen every 30 years and your bathroom every 40 years. The Coastline standard however states that we will replace your kitchen every 20 years and your bathroom every 30 years, or if they are in poor condition. If your central heating boiler is over 15 years old or in poor condition, we will replace it with a modern equivalent boiler with energy efficiency AA-rating. If your radiators and pipe work are over 30 years old or in poor condition, we will replace them with a modern, fully-controlled heating system. The same will apply to all forms of electric heating systems. On occasion we may upgrade your entire heating and hot water system to the most cost effective, efficient and affordable alternative technology, suitable to the property and your needs. Your home will meet the Government Standard for electrical distribution systems (this is your circuit board and wiring throughout your home) if it is less than 30 years old and in good repair. The Coastline standard requires that we will replace your wiring if it is over 30 years old and it is in poor condition. We will carry out electrical tests at least every 5 years and issue you with a safety certificate. The current Government standard does not require mains powered smoke detectors or fire alarm systems to be installed. However, we will fit mains powered smoke and carbon monoxide detectors in your home. Further details of the Coastline standard for internal and external fixtures and fittings, including doors, windows, roofs, rainwater goods and external decoration can be found in our Decent Homes Plus leaflet. Gas Servicing Coastline is responsible for making sure that your gas supply and any gas appliances installed in your home are regularly checked, serviced and maintained. We will contact you every year to carry out these safety checks. This is a requirement in law; therefore you must allow us access to your home to do this work. 12

13 During this safety check the engineer will also test the operation of the carbon monoxide alarm and smoke detector. If you have a gas fire in your home you must never obstruct the fresh air vent and always allow plenty of air to circulate around the room. If any gas appliances that we have installed break down, you should report this to us. Gas leak Switch off the gas at the meter and contact Transco on ; Do not use electrical appliances or switches; Turn off all sources of ignition, including the pilot light on your cooker or boiler; and Do not use any naked flames, do not smoke or use a mobile phone, and open doors and windows to provide ventilation. Disabled Adaptations Coastline is committed to supporting you to live independently in your home for as long as you want. We provide a dedicated disabled adaptations service. There are certain commonly requested adaptations that we can carry out when you request them. These adaptations are:- Lever taps; Grab handles; Banister rails; Outside handrails ; Optical smoke detector for the hearing impaired; and Making safe internal thresholds. For all other adaptations you will need a referral from an Occupational Therapist. It is important that you request a referral as soon as you are aware you are having difficulties and not wait until the situation is critical. You can contact the Access Team at Cornwall Council on , by adultcareandsupport@cornwall.gov.uk, or via their website at for an appointment. 13

14 Once the assessment has been made we may be asked to carry out some work to your home. You will also receive a copy of this request. If the work requested costs less than 1,000 we will carry out the adaptation. If the work costs over 1,000 you will need to apply for a Disabled Facilities Grant from Cornwall Council. The grant is means tested, unless the adaptation is for a child. We can help you make the application. Hazards The Government requires Coastline to carry out a Housing Health and Safety Rating System survey to identify any hazards within your home. We will identify hazards and take steps to remove or reduce the likelihood of those hazards causing harm. The main hazards that could be present are:- Asbestos - This is a mineral used in many building and DIY materials up until around It is no longer used to build new homes. We are surveying all homes to identify whether they contain asbestos material, and are producing a programme of works to remove it where necessary. Asbestos presents no danger at all unless it breaks down or is disturbed, for example, if someone damages it by drilling, sanding or sawing, then it can release fibres that are harmful to health if breathed in. Water Hygiene We will carry out an assessment of your home to identify the risk of exposure to legionella bacteria. They are common in natural rivers and lakes and some artificial water systems, such as hot and cold water systems, storage tanks, pipe work, taps and showers. Where necessary, we will refurbish the water supply system to your home and review the risk on a regular basis. Radon This is a natural, radioactive gas, often found in granite and limestone areas. To help protect your health and well-being, we supply equipment that will reduce radon levels in your home. We will install a sump pump where radon is detected above the recommended levels. We will then regularly retest your home. 14

15 Repairs and Maintenance Planned Maintenance and Improvements Coastline carries out a programme of improvements and major repairs to your home every year, as part of our rolling 5 year maintenance plan which was developed in consultation with you. These include:- Double glazing; External decoration; Replacement of kitchens and bathrooms; Heating upgrades; Electrical rewiring; and External insulation. Major work, home loss and disturbance payments Sometimes we may need to do so much work inside your home that you will have to move out for a while. These are works that are so extensive that they would substantially disrupt your living conditions. We will take account of a number of things when making this decision, including your safety and your own circumstances. We may pay you compensation. These are called disturbance payments and they are to cover the actual cost of moving. Loss of use If you have been unable to use certain rooms in your home for a prolonged period while we have been carrying out major works, we may make a discretionary payment to compensate you for the loss of use. Decorating If your decorations are damaged following a repair or during improvement works, we will either repair that damage or pay you an allowance towards the cost of redecoration. Rights and Responsibilities Both Coastline and customers have clear rights and responsibilities to ensure that your home is well maintained and looked after. It is important that we work together to achieve this. 15

16 Responsive Repairs You can report a repair to us at any time of the day, 7 days a week, 365 days of the year. When we are closed we will carry out emergency repairs only. Out of Hours Emergency Service An emergency repairs service is available outside normal office hours, during the weekends and on bank holidays. You can report an out of hours emergency repair by contacting us on our freephone number If you report an emergency repair to us out of hours we will come and make the situation safe. The next working day we will order any follow on works that are needed and these will be carried out in normal working hours. Repairs Categories We have four categories of repairs. Emergency If the issue is likely to cause harm to you or damage to your home, we will treat your report as an emergency, start the repair within 2 hours and complete the work within 24 hours. It is important that someone is at home to allow us to gain access to carry out the repair. Emergency work includes:- Total loss of water; Burst water main; Flooding; Severe storm damage; Total loss of electricity supply; Serious electrical fault or unsafe electrical fittings; Blocked toilets where the property only has one toilet; Gas leak; Blocked flue; Failure of lift; Failure of warden alarm or call system; Staircase and banisters which are insecure; 16

17 Problems with outside doors and windows which mean the property is insecure; Regaining entry when you are accidentally locked out (however, we may charge for this); A loss of heating and/or hot water between 31st October and 1st May for elderly or vulnerable customers; and Offensive or racist graffiti. Urgent If the repair cannot be delayed without causing serious discomfort, inconvenience or nuisance, we will treat your report as urgent and complete the repair within 5 working days. Urgent work includes:- Graffiti; Blocked drains, sinks, bath, toilet; Roof leaks; Minor plumbing leaks or defects; Severe dampness; Breaches of security to internal doors and windows; Failure of entry phone; Hot water faults or breakdown; Blocked gutters; Heating faults or breakdown; Minor electrical faults; Defective flooring; Faulty extractor fan; Defective cistern or overflow; and Faulty communal TV aerial. 17

18 Routine If the repair can be put off until the next convenient maintenance visit without causing serious discomfort, inconvenience or nuisance to you, we will complete the repair within 20 days. Routine work includes:- General joinery repairs; Repairs to kitchen fittings; Repairs to doors, windows or floors; Repairs or clearing of gutters and downpipes; Repairs to external walls, fences and paths; Dripping or leaking taps or shower units; Repairs to walls, brickwork, slates or tiles; Other minor plumbing repairs; Repairs to plasterwork; Repairs to tiling; Easing doors and windows; and Other minor day-to-day repairs or replacements. Priority Repairs Although we have three levels of priority for repairs, we will take into account the individual needs and circumstances of vulnerable customers when assessing the repair priority. On occasion we may undertake repairs more quickly, where your sense of security is affected, or you are made more vulnerable by the outstanding repair. Post Inspections Following the completion of a repair you may be contacted by a member of staff to carry out a post inspection. This may be carried out on the phone or may involve a request for a Repairs Inspector to visit your home. These inspections are undertaken to ensure that your repair has been carried out to the required standard, offering value for money and ensuring that we have correctly followed our procedures. 18

19 Our Responsibilities Coastline will repair and maintain your home and is responsible for:- The roof; Chimney stacks and flues; Drains, gutters and outside pipes; Outside walls; Doors, windows and frames; Inside walls, floors, ceilings, stairs, doors and frames; Paths and steps; Walls, fences and gates - if we provided them; Garages and parking spaces - if we provided them; Basins, sinks, baths, showers, toilets, flushing systems and waste pipes; Electrical wiring, sockets and switches; Gas and water pipes; Water heaters, fireplaces, fitted fires and central heating; Work tops, fitted kitchen cabinets and cupboards; and Authorised improvements to your home. When we carry out work to your home we will:- Arrive on time; Be polite and professional; Be clean and appropriately dressed; Carry identification and show it to you; Respect your home and your privacy; Make sure that there is clear and safe access to your home at all times; Work safely and not leave dangerous tools around; Park considerately; Use dust sheets and clean up afterwards; Always wear shoe coverings, when requested; Make sure your services are reconnected at the end of the day; 19

20 Keep you informed; Not play radios when working in your home; Not smoke when working in your home; and Not use offensive language. Your Rights As an assured tenant, you have certain rights as stated in the Housing Act and responsibilities as listed in your tenancy agreement. Your rights include:- The Right to Repair - If you think that you have received poor service, you may be legally entitled to a compensation payment from us under the Right to Repair Legislation. Further details are available upon request; and Right to Compensation for Improvements - You have a right to be compensated for certain improvements that you make to your home, subject to written permission having been received from us. In order to qualify you will need to have followed the Right to Compensation Guidance. Compensation is paid at the end of your tenancy and the law tells us how much compensation to pay you. The amount you receive will depend on how long it is since the improvement work was carried out and whether you had a grant to pay for any of it. We will also take into account the condition of the improvement at the time when you claim. Your responsibilities Your responsibilities are highlighted in your tenancy agreement with us and include:- Maintaining, repairing and disposing of appliances that you have provided in your home; Adjusting or replacing doors when you fit or remove carpets; Anything to do with your own TV aerials and telephone installation; Replacing fuses, plugs and light bulbs; Replacing toilet seats; Replacing any plugs and chains in your bathroom or kitchen; 20

21 Clearing blocked waste pipes, toilets, drains and gullies; Replacing broken or cracked panes of glass; Replacement of door keys; Maintaining timber garden sheds and keeping your garden tidy; Keeping your rubbish in bins or a store until it is collected; Maintaining the inside of the property in a reasonable decorative order; Any damage which is caused on purpose or which could have been avoided; Ensuring air vents do not become blocked; Not using portable gas appliances in your home; and Being at home when you have a repair appointment. Vandalism and neglect We are not responsible for repairs caused as a result of damage or neglect by you, your family, your visitors or your pets, including any accidental damage or any alterations you may have made. In some circumstances, if you damage your home we will consider that you have broken your tenancy agreement. If you cause serious damage, you risk losing your home. If we have to carry out any repairs caused by you, we will charge you for the full cost of the work including our administrative costs. If damage has been caused to your home by criminal action you must report this to the police so that they can investigate the matter. The Police will give you a crime number, which you must give to us so that we can carry out any repairs needed. 21

22 How to report a Repair The following pages of this handbook will help you when reporting a repair to us. You can report a repair to us at any time of the day, 7 days a week, 365 days of the yea. When our offices are closed we will carry out emergency repairs only. 1 BEFORE YOU CALL Look up the repair in the appropriate section of this book. Note down the information you need to give us. 2 WHEN YOU CALL Let us know: - your name, address and phone number - details of the repair - times when you will be at home - whether any member of your family is vulnerable due to infirmity or frailty. 3 IDENTIFYING YOUR REPAIR We will check whether the repair is our responsibility or yours. See Repair Responsibilities. If it is our responsibility we will ask for details and then tell you how quickly we will respond. 4 LOGGING YOUR REPAIR Details of your repair are entered onto our computer system. An order is placed with the contractor, or An inspection may be arranged in order to assess what needs to be done. 5 CONFIRMING YOUR REPAIR You will receive an acknowledgement ofyour call giving details of the repair that has been ordered and the response time it has been given and any appointment that has been agreed. 6 APPOINTMENT MADE We will arrange an appointment time for an inspection or the repair work. If you are unable to keep this appointment, you must telephone us to arrange another time. We will call you the day before to confirm the appointment. If you repair is carried out by another contractor, they may call you to agree an appointment. 7 APPOINTMENT KEPT The contractor will visit at the agreed appointment time. If you are not at home, the contractor will leave a card asking you to make another appointment. 8 REPAIR COMPLETED After work has been completed, please complete the customer satisfaction survey 22

23 Identifying your repair This section gives you some helpful information regarding the equipment in your home. It includes pictures that will help identify a fault when you report a repair to us. Kitchen Bathroom Condensation, damp and mould Hot water and pipes 32 Cold weather - frozen or burst pipes 33 Heating 34 Stairs 35 Electrics, detectors and fans Heating controls 38 Lights, switches and sockets 39 Doors - hinges and locks 40 Windows and locks 41 Outside - walls and roofs 42 Outside - rainwater goods 43 Outside - doors, fences and gates 44 Outside - locks and hinges 45 Outside - drains, grids and vents 46 23

24 Kitchen Taps 24

25 Kitchen Unblocking sinks and wastes Unit fittings 25

26 Bathroom Toilets Cleaning and unblocking 26

27 Dealing with blockages: how to unblock a bath, basin, sink or toilet General advice Blockages in sinks are usually caused by the build-up of waste in the trap: fat, tea leaves, hair etc. it is advisable to clear wastepipes and traps at least once a month with a cleaning product you can buy at the shops. Always follow the instructions carefully. Do not use caustic soda as it destroys modern plastic fittings. The trap always holds some water which stops foul air or foul smells coming up from the drains. However, waste can build up and become stuck in it. If more than one fitting (bath, basin or sink) is blocked, the blockage may be in the soil stack or main drain. Is so, please contact us. Blockages in toilets are usually caused by unusual objects: nappies, toys, toilet fresheners etc. you must not use toilets as a bin or waste disposer. What to do You need Bowl or bucket. Jug or cup to be used as a scoop. A wet rag or dishcloth. Plunger for the toilet you can use a toilet brush or mop. Protective gloves. To unblock a bath, basin or sink Scoop out most of the water. Hold the rag tightly over the overflow opening. Place the plunger over the plug hole and pump up and down rapidly. To unblock a toilet If the pan is already full, remove some of the water into a bucket using some form of scoop. Push the brush or plunger to the bottom of the pan. Pump it up and down vigorously about 10 times. This creates a vacuum and pressure which may shift the blockage. Flush the toilet to see whether the blockage has gone. You may need to repeat this process several times before the toilet flushes properly. If there is no improvement after a couple of attempts, please contact us. Thoroughly wash your hands and all equipment after you have finished. 27

28 Bathroom Basins, showers and taps Mixer tap Lever tap 28

29 Bathroom Toilet cistern Shower mixer tap 29

30 30 Condensation, damp and mould

31 Condensation: how to prevent and control it What is condensation It starts as moisture that is produced by washing and cooking, and drying clothes on radiators indoors. This moist air condenses on cool surfaces such as walls, mirrors, wall tiles and windows, and even some clothes. When the moist air is warm it rises, and often ends up on ceilings and upstairs rooms where it forms mould. If mould forms Wipe the mould off with water. Do not use washing up liquid. Apply a recommended product available from a hardware or DIY shop. Always follow the instructions carefully. Preventing condensation Condensation can occur in any home. You can take steps to prevent it. Control excess moisture Close kitchen and bathroom doors to prevent steam going into colder rooms. Open kitchen and bathroom windows so that steam can escape, or use an extractor fan if you have one fitted. Open some windows in other rooms for a while each day to allow a change of air. Do not use bottled gas heaters the gas produces a lot of moisture. Wipe down surfaces where moisture settles to prevent mould forming. Do not block air vents. Produce less moisture Dry clothes outdoors whenever possible, otherwise use well ventilated rooms. Cover pans when you are cooking. Vent tumble dryers to the outside. Keep your home warm Take steps to prevent heat loss. Maintain low background heat. This doesn t necessarily cost more. 31

32 Hot water and pipes Hot water cylinder Combination tank Ball valve Mains gas tap Drain tap Stop tap Gate valve Service valve 32

33 Cold weather: how to deal with frozen or burst pipes General advice If you are going away for some weeks during the winter contact us for advice on how to prevent freeze up. If you can, it is a good idea to leave the heating on all the time on very low heat. In very cold weather, keep your heating on all the time on a very low heat. If you have access to a loft hatch, you may wish to open it to allow heat into the loft. This will help prevent pipes from freezing. Know where your stop tap is. It is usually under the kitchen sink. Once a year you need to check that you can still turn it. Know where the gate valves for hot and cold water tanks are. They are usually by the hot water and cold water tanks. What to do Frozen pipes Turn off the water at the main stop tap. It is probably best to leave the pipes frozen but you may try to thaw them using hot water bottles. Do not use electrical equipment such as blow lamp or hair dryer. If the hot water system is frozen, turn off any water heaters. Burst Pipes Turn off the water at the main stop tap. Turn off any water heaters, and turn on all taps to drain water from the system. This may take about 15 minutes. When the water stops running, turn all taps off. If electrics are getting wet, do not touch. Do not switch anything on or off. 33

34 Heating Electric storage heater Storage heater controls Panel heater Wall electric fire Wall mounted central heating boiler Gas fire Radiator 34

35 Stairs Step detail Types of stairs 35

36 Electrics, detectors and fans Fuse board Fan Consumer units Cooker control Time clock programmer Digital programmer Room thermostat Fan Smoke detectors Carbon monoxide detector 36

37 Resetting a trip switch: How to put the electricity back on when it has tripped off General advice If your lights and power go off, it means your trip switches are working properly. You can find out what caused the problem and sort it out easily. Modern electrics are fitted with circuit breakers called trip switches. If a fault develops, a switch is tripped and the circuit is broken. All fuses or trip switches are located within the consumer unit, which is often next to the electricity meter. A trip switch or button usually operates because: There are too many appliances on a circuit and it is overloaded. An appliance is faulty. Water has leaked into a circuit or spilt onto a plug. A light bulb has blown. An immersion heater is faulty. If your electrical appliance is faulty, leave it unplugged and get a qualified electrician to check it. If a wall or ceiling light if faulty keep it switched off and call us. Make sure your hands are dry when you touch electrical fittings. Never touch the electricity company s fuse or seals. To reset a trip Open the cover of the consumer unit exposing the trip switches or buttons. Check which switches or buttons have tripped to the OFF position and which rooms have been affected. Put these switches back into the ON position. If the trip goes again it is probably being caused by a faulty appliance or light. You need to identify which circuit is affected and which appliance is causing the problem. Check all rooms and note which set of lights is not working and unplug all appliances on that circuit. Switch the tripped switch to the ON position. Plug in appliances or switch on each light one at a time until the trip goes again. Do not use adaptors when testing appliances. 37

38 Heating controls and detectors: How to adjust your heating and hot water temperature General advice A time clock or digital programmer automatically turns the heating and hot water on and off at times you set. You can set them to come on once, twice or stay on all the time. You have three switches: AUTO which turns the heating or hot water on or off at the times you set. ON which you can use to manually override the start time. OFF which you can use to manually override the finish time. During freezing spells, keep some background heat on all the time. A room thermostat controls the heating to keep the room at a set temperature. A comfortable and economic temperature is between 18 o C and 20 o C. Timeclock programmer Check the clock is showing the correct time and adjust if necessary. Decide when you want the heating and hot water to come on and go off. Time clock programmers will have sets of pins or arrows for setting the heating programme. Pins Push them in opposite the times you want the heating to come on. Pull them out opposite the times you want the heating to go off Arrows Slide the on arrow (usually red) to the times you want the heating to come on. Slide the off arrow (usually blue) to the times you want the heating to go off. Check the programmer is switched to timer (or auto ) to activate the times you have set. Digital programmer Set the switch to on and off in turn adjusting the times when you want the heating to come on and go off. Reset the timer switch to auto and double check that the settings on the display are as you set. Detectors: how to test them and what to do when the alarm goes off If the alarm goes off, go to where it is easy to leave your home. If a fire has broken 38

39 Lights, switches and sockets out, do not attempt to tackle it yourself. Get everyone out of the home and call the Fire Service (999). Do not go back into your home for any reason. A smoke detector may operate in error if the following are too near it A heater or clothes dryer. Cigarette or pipe smoke. Aerosol spray. Cooking fumes or steam. To reset the alarm If it has a HUSH button, press it. The alarm will stop for 10 seconds but then beeps every 40 seconds. If the problem does not clear after 10 minutes the alarm will continue. If there is no HUSH button, turn off the electricity supply at the consumer unit for 15 minutes then switch the electricity back on. Carbon monoxide detector If we have installed a carbon monoxide detector in your home, we will service it annually. If the carbon monoxide detector alarm sounds ventilate your home immediately, vacate the property and call the Fire Service (999). Flourescent strip light Bulkhead light Batten light holders Pendant lamp holber Ceiling switch 39

40 Doors - hinges and locks Storm guard cill Mortice lock Cylinder rim right latch Cylinder mortice lock 40

41 Windows and locks Casement window Pivot window Sliding sash Lockable upvc handle Casement fastner Child restricter 41

42 Outside - walls and roofs Angle ridge Plain tile Interlocking tile Half round Natural slate Hip Tile 42

43 Outside - rainwater goods Gutters Gutter Brackets 43

44 Outside - doors, fences and gates Side hung garage door Trip rail Hit and miss up and over garage door Close boarding metal railings chain link Post and wire 44

45 Outside - locks and hinges Monkey tail bolt hasp and staple barrel bolt Henderson lock Cylinder lock Rim lock 45

46 Outside - drains, grids and vents Gully Inspection chamber back inlet Gully 46

47 Jeannette Smith Chair of the Home Sounding Board 47

48 If you would like to know more about Coastline and its work, or have an idea about how we could improve our services, please contact us: Coastline Housing Limited, Coastline House, 4 Barncoose Gateway Park, Pool, Redruth, Cornwall TR15 3RQ Telephone: or customer.service@coastlinehousing.co.uk Headland Ltd