Repairing and Maintaining Your Home. Repairing and Maintaining Your Home. Great homes, positive people, strong communities

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1 Repairing and Maintaining Your Home Repairing and Maintaining Your Home Great homes, positive people, strong communities

2 2 Repairing and Maintaining Your Home This leaflet will tell you about: The repairs that Origin is responsible for The repairs that you are responsible for How you can report a repair What you can expect from our repairs service Repairing and maintaining your home is important because we want you to live in a home that is safe and of a good quality. You have a responsibility to tell us when a repair is needed in your home so that we can fix it quickly and prevent long term damage. Who is responsible for repairs to my home? Origin is responsible for some of the repairs to your home but there are some items for which you are responsible. We have outlined repair responsibilities in the table below so that you know who will fix which repairs. Our responsibilities Outside drains, gutters, down pipes and underground pipes within the property boundary Roofs and chimneys Outside walls, pathways and steps Boundary walls and fences separating your home from communal areas, public paths and roads Fencing between residents homes (unless this is damaged by you, your visitors or your pets) Sweeping chimneys (if you have a coal fire) Front door and door frames Repairs following criminal damage or vandalism (providing the incident is reported to the police and a crime reference number is provided) Outside Walls, windows and doors Your responsibilities Keeping drains and gullies clear and removing minor drain blockages Getting into your home if you become locked out because you do not have your keys Maintaining private gardens and clearing rubbish from private gardens or balconies Installing or replacing draught excluders, unless we provide these as part of an energy efficiency programme

3 3 Our responsibilities Internal walls, skirting boards, and plasterwork Replacing internal wall tiles that have not been damaged through misuse Window frames and window catches Boarding up broken glass in windows and doors Maintaining letterboxes, spy-holes and door chains (unless you have fitted these yourself) Hot and cold water pipe work Wash hand basins and baths where damage has not been caused by misuse Unblocking toilets, main drains, and soil pipes connected with your home Unblocking communal waste pipes Fixed controllable heating systems, gas fired boilers, storage heaters, radiators and gas supply pipe work Electric immersion heaters fitted to hot water storage cylinders Fixed electrical installations (such as fires) Mains operated fire or smoke alarms that we installed Communal door entry systems and intercoms Air extraction systems Communal TV aerials Walls, windows and doors continued Plumbing and pipes Heating and electrics Your responsibilities Internal painting and decorating (unless you live in supported or retirement housing) Replacing broken glass or glazing to any doors, windows or fixed panes where a crime number has not been provided by the police Repairing internal doors and replacing handles and locks Damage to plumbing installation within your home if it is a result of misuse Replacing your shower hose, shower head and sink or bath plugs Unblocking sinks, wash hand basins, baths and showers Replacing any type of light bulbs, fluorescent tubes and starter motors Resetting trip switches Repairs to your own portable heaters and/or electrical items Regular testing of smoke alarms and replacing Batteries within your home Maintaining or replacing your front door bell Control of condensation and ventilation in your home Your phone point and internal TV connection You will also be responsible for the cost of any repairs needed to your home that are caused by deliberate damage or misuse by you, your family, friends or visitors. It is very important that you have household contents insurance. We only insure the building that you live in, not your belongings. So if something happens to them because of a repair problem, we will not cover the cost of replacing them. Our Customer Service Team can give you more advice about low cost home insurance.

4 4 Repairing and Maintaining Your Home How can I report a repair? We offer a range of ways for you to report a repair to your home or a communal area. You can choose the one that best suits you: Call our 24 hour telephone line or repairs@originhousing.org.uk Visit Visit one of our offices So that we can fix your repair quickly and easily we will need information from you such as your contact details, the best times for an appointment and as much detail about the repair as possible. How quickly will my repair be fixed? This will depend on the type of repair that you have asked for. If you have reported a repair that we class as an emergency repair we will aim to attend within two hours to make it safe. Any further work required will be arranged for the following working day. For all other repairs we will arrange an appointment (morning or afternoon) on a day that is convenient to you. This will be between 8am and 8pm on Mondays, Tuesdays, Wednesdays and Thursdays, between 8am and 6pm on Fridays and between 8am to 12 noon on Saturdays. We aim to carry out as many repairs as possible within 10 days of them being reported. What is an emergency repair? Emergency repairs are those problems that need to be fixed quickly to avoid danger posed to health, safety or buildings. Situations where an emergency response will be required include: Gas leaks Serious floods and leaks that cannot be stopped by turning off a stopcock Sewage that is surging through an external drain or internally, for example through a sink Loss of mains cold water

5 5 A total loss of electrical power (but not blown fuses, tripped circuits, or power cuts) A blocked toilet (if there is only one toilet in the home) Doors and windows that cannot be secured where there is a risk to security, for example those that are located on a ground floor or those that can be accessed easily from a public walkway Total loss of heating in winter (between October and March) Threatened or actual collapse of part of a building Failure of door entry systems in retirement and supported housing Fire alarm and emergency call systems Lifts that have broken down Removal of offensive graffiti What happens after I have reported my repair? Pre-inspections Sometimes it will be necessary for an Origin surveyor to attend your home to carry out a pre-inspection, before your repair appointment. A pre-inspection helps us to identify the cause of a fault when it is not immediately clear what repair work is required. Your appointment We will usually send you a reminder about your appointment, just before it is due. We can do this by text if we have your mobile phone number. It is really important that you or someone else who can give us access is at your home at the time of your repair appointment. If our contractor is unable to get into your home, this will cost Origin money and will delay the completion of the repair. If for any reason you are unable to make the appointment time, please let us know as soon as possible. What can I expect from the repairs contractor? You can expect the person that visits your home to be polite and respectful and to clean up after the work has been completed. They must not smoke or play a radio in your home and will use protective sheets to cover your furniture and floor coverings where necessary. They will also wear over shoe protectors if asked to do so.

6 6 Repairing and Maintaining Your Home All contractors working for us should show you an identity card and the vehicle they are using should be clearly branded. You should always ask to see an identity card before letting any contractor or Origin staff member into your home. The contractor is required to keep the appointment agreed with you. Where this is not possible they will let you know in advance and make alternative arrangements that are convenient to you. What happens if my repair isn t completed at the first visit? We aim to complete your repair at the first appointment made with you or during additional visits agreed with you if it is a longer job. Additional visits may be required when more materials are needed or where further work by a specific tradesperson, such as a plumber, is required. Where this happens the contractor will agree the next appointment with you before leaving your home and we will keep you informed about the progress of your repair. What is my right to repair? The right to repair means that some residents can take action when we fail to complete certain repairs within our published response timescales on at least two occasions. Please contact our Customer Service Team if this happens, you may be entitled to a set amount of compensation. What happens after my repair is completed? We may arrange another visit so that we can post-inspect your repair. Post-inspections allow us to check that repairs are of a good standard and that customers are happy with the work. How can I give Origin feedback? We welcome your feedback because it helps us to improve our repairs service. If you have a compliment, complaint or suggestion for improvement about the way we carry out repairs please let our Customer Service Team know using the contact details on the back of this leaflet. You may also be contacted by someone to find out more about your experience of our repairs service. We will regularly monitor and report our performance on repair handling.

7 7 Other important information Why are gas safety checks so important? Gas safety checks help ensure that you can live safely in your home. We are legally required to carry out checks on gas appliances in your home at least once a year. It is very important that you let our gas safety contractor into your home to carry out these checks. If we are unable to access your home we may have to cap the gas supply. We may also force entry into your home or take you to court. The cost of doing this will be covered by you. If you think that you are overdue a gas safety check, please contact our Customer Service Team. What happens if I have a gas leak? If you smell gas and suspect a leak contact National Grid Gas on immediately. What other checks will you carry out? We will arrange for mechanical and electrical items such as communal lifts to be serviced regularly, to ensure that they are working properly. We will also carry out electrical safety tests and check communal fire alarms on a regular basis. What type of improvements will you make to my home? Some parts of your home will wear out over time. To address this we will put your home into a programme for repair or replacement for each of these parts or items. Examples of this work include the decoration of communal areas (every five to eight years) or the replacement of kitchens and bathrooms if they are in poor condition (usually after 20 years for kitchens and 30 years for bathrooms). We will not cover the cost of improvement work where items need to be repaired or replaced because of deliberate damage or misuse. How will I know when you will be making improvements to my home? To find out where your home is in our improvement work programme please contact us using the details on the back of this leaflet. When we reach the time that we need to carry out work in your home we will contact you in advance to tell you about the work and how it will affect you. In some cases we will offer you a choice around the design. We will do all that we can to minimise disruption when carrying out the work. Can I make improvements to my home myself? It is possible that you can make some alterations and improvements to your home but you will need permission from us beforehand. We will normally let you make the changes if we are happy with the work that you have planned and the company you want to use to carry out the work. We may also inspect the work once it is completed. What happens if I lose my supply of electricity, gas or water? You will need to contact the relevant supplier company in order to get this problem fixed. The name and contact details of your supplier company will be on your bill.

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