Incommunities repairs handbook for tenants. guidance for getting repairs completed and for looking after your home

Transcription

1 repairs handbook

2 Incommunities repairs handbook for tenants guidance for getting repairs completed and for looking after your home

3 important equipment where is it? mains water stopcock inside your home electric consumer unit and trip switch gas meter and supply tap central heating boiler - type and location cold water storage tank hot water tank (cylinder) annual gas checks 4fill in table below to keep track of your annual gas checks year date of gas check contractor s contact number

4 how to report repairs 1 To request a repair you can either phone our repairs hotline on or if you have access to the internet, visit Our specialist teams can then deal with your request promptly. We are committed to providing a high quality 24 hour responsive service. If you make a repair request we will be able to offer you: 4 Monday to Friday 8.00am pm 8.00am pm 9.30am pm (for customers not available during the school run) 12noon pm 4 early evening appointments Monday to Thursday 4.00pm and 6.00pm 4 Saturday 8.00am - 12noon when you contact us we will need: 4your full name and address, including your postcode 4 contact phone number(s) 4 full details of the repair needed, using this handbook 4 convenient times for us to call contact us: 4by telephoning the repairs hotline on: or writing to us at: 4Incommunities buildingservices 4Suite 2, Dudley Hill Business Centre, 4Knowles Lane, 4Bradford BD4 9SW 4or alternatively by using the freephone facility at your local Incommunities office

5 1 how repairs are made before you contact us: Check this handbook and keep a note of the information we would like you to give us when you contact us we will need: 4your name 4the property address to which the repairs are needed 4a contact number which we can use during the day 4details of the problem and how you think it could be fixed 4details of when and how the problem happened 4a suitable date and time for our operatives to call during the call, or when we contact you after receiving a letter or we will: 4validate your repair 4assess the repair priority 4arrange an appointment to suit you 4take into account any special needs you may have (older or vulnerable customers) 4consider the tenant's responsibility or recharge implications and explain this to you 2

6 contents 1 1. introduction 2 how repairs are made 5 repair priorities 6 who is responsible for repairs? 7 your responsibility 8 improvements & alterations 9 our performance 9 code of conduct 10 complaints 11 emergencies 12 who is responsible for maintenance? 2. plumbing 14 bath/basin 16 bath/basin/shower taps 18 shower 20 WC/toilet 22 water 24 hot water 3. doors and windows 26 external/internal doors 28 locks and latches 30 windows 4. kitchens and sinks 32 kitchens 34 sinks 5. heating and electrical 36 gas/electrical heating 38 heaters/radiators 40 electrical 42 plug sockets/lighting/smoke detector and alarm 6. external 44 garden/gates 46 fences and exterior 50 garden walls/garages 52 paths and steps 7. roof and drains 54 roof and chimney 56 gutters/downpipes/drains 8. communal 58 communal facilities 9. stairs, walls and floors 60 internal stairs 62 internal walls and floors 10. helpful tips 64 looking after your home 64 energy performance certificates (EPCs) 65 condensation 66 leaking, burst or frozen pipes 67 bleeding a radiator 68 smoke detectors 68 loss of electric light or power 69 controlling your central heating 70 clearing a blocked waste pipe 71 clearing a blocked WC 71 overflows 72 damp flowchart 11. index 76 your notes page 78 useful telephone numbers 3

7 1 introduction 4 Incommunities buildingservices repairs and maintains all Incommunities homes across the district. We are committed to providing a high quality responsive repairs and maintenance service to all customers. We deal with over 70,000 repairs requests every year. You can call our repairs hotline on to report repairs any day or night, on bank holidays and at the week end. You can also report your repairs through our website: There is a free telephone service in every area office and you can also make enquiries at the reception counter. repairs services What you can expect from the repairs service, we will: 4strive to give you an appointment for your repairs at a convenient time for you. If our repairs operative is unable to turn up for your appointment we will contact you on the same day and rearrange your appointment by mutual agreement 4treat you with respect and will take into account the diverse nature of the communities we serve 4send polite, courteous and professional staff 4provide an explanation of the work that is to be carried out and any arrangements we may need to complete the repair 4clear the work area to be prepared and lay dust sheets where necessary 4follow health and safety procedures to ensure that the work is carried out safely 4complete the work on the first visit, wherever possible, and to a high standard 4advise you of the reasons for any delay or follow up work if it has not been possible to complete the repair on the first visit, and the date of our return 4leave the work area in a clean and tidy condition with any rubbish removed promptly

8 4make sure everything is working properly and ensure that you understand how any new or repaired fixtures and fittings work Incommunities has set targets for the maximum time you should have to wait for a repair: repairs priorities emergency repairs See emergencies on page 11 for dealing with gas or water leaks, or loss of electrical power. We will carry out emergency repairs within 24 hours - these are repairs that pose a high risk to your health and safety, including burst pipes, blocked drains and no lights in the whole of the property. We recognise that elderly and vulnerable customers may need special consideration in certain circumstances. In order to ensure the service is able to meet the demand we reserve the right to recharge for costs incurred when an emergency repair is not justified. Emergency repairs will be completed within 24 hours of the first customer call. Please be aware that during out of hours periods buildingservices may need to make safe anything which could present an immediate danger to health or the structure of the building. This would enable us to return later to complete the repair during normal working hours. urgent repairs We will carry out urgent repairs within 7 calendar days - these are repairs that need to be carried out before 30 days but that are not an emergency, including no hot water, no lights or heating in individual rooms. Some repairs are not an emergency in nature but will adversely affect the customer's comfort or convenience and therefore may be prioritised as urgent repairs. These are often related to the partial loss of heating, electrical or gas supply, roof leaks. routine repairs We will carry out routine repairs within 30 calendar days - there is a whole range of routine repairs that do not fall within the other target times. Routine repairs are defined as minor repairs and maintenance issues which are non-urgent and do not present any serious comfort or convenience issues to most customer. Although the majority of jobs are classified as routine repairs most repairs are completed within 2 weeks. 5

9 6 How will you know whether Incommunities is meeting these targets? 4 we will publish how well we are doing, along with performance information on our website, in our offices and in newsletter 4 performance statistics will be published in our annual report The team of customer inspectors will carry out reality checks by telephoning customers who have recently had a repair completed to discover the level of service they received. This information will then be publicised on the website, in area offices and in newsletter. planned maintenance Where maintenance can be planned in advance we can arrange for it to be done on a group of homes at the same time, so as to keep costs down. This will include work to your home to ensure that it remains in good order, and provides safe accommodation for you and your family. Examples include external painting, repairs to doors and windows in preparation for painting, boiler replacements, annual servicing of gas appliances and central heating, and inspection and testing of appliances that we supply. You will be contacted in advance by the contractor or ourselves, to carry out any surveys which may be required prior to the work commencing. who is responsible for repairs? Incommunities have a legal duty to carry out certain repairs when these are needed. As legislation changes, the responsibility for specific repairs may also change. This means that there may be times when we have carried out certain repairs in the past, but because of changes in the law, a specific repair may become your responsibility, or vice versa. We expect that as time passes, normal wear and tear will occur to your home. However, should your home need a repair because of either neglect or damage either by you or your friends, family or anyone visiting your home, we will expect you to pay for the necessary repairs. If a repair is needed because of your neglect or damage, we may give you notice to make good, and in some cases we may carry out the repair on your behalf and then charge you for the cost. The following sections give advice on which repairs are our responsibility and which are yours.

10 If you still have any queries about whose responsibility a specific repair is then ask us, using the normal number for reporting a repair. We are all responsible for the environment so please do not put paint, oil or petrol into the drains or leave litter or broken glass around. If you are an Incommunities leaseholder you should refer to the terms of your lease for repairs responsibilities, as they are significantly different to a standard tenancy. your responsibilities You are responsible for keeping your home in a reasonable condition and for attempting to solve minor problems, and for insuring the contents of your home. Please read the helpful tips on page 64. You are expected to take reasonable precautions to prevent damage to the property by fire, frost, the bursting of water pipes or the blocking of drains and sinks. We strongly recommend that you take out contents insurance for your belongings in your home. Each year you must provide access to the registered gas inspector's safety check visit. We rely on you to report any faults promptly, fully and as accurately as you can. Please ensure you provide access to our operatives at the appointed time so that the repair can be completed within our agreed timescales. All buildingservices operatives carry ID. Please ensure you ask operative to show his ID badge before letting him/her into your home. Please keep the work area clear of furniture, belongings, children and pets. Finally, remember that someone else will be moving into your home if you ever decide to leave. Please make sure that the property is clean, tidy, reasonably decorated and that all your unwanted belongings have been cleared, including any in the roof space. our obligations We are obliged to keep the structure and exterior of your home and the building in which it is situated in good repair. We also undertake to keep in good repair and proper working order installations for the supply of water, gas and electricity, for sanitation and for room and water heating. 7

11 8 We have a legal obligation to check the safety and operation of the gas installation and appliances once a year. Installations which are not checked and serviced can be inefficient and dangerous. In the case of flats and maisonettes, we will take reasonable care to keep common entrance halls, stairways, lifts and passageways, rubbish chutes and any other common facilities in reasonable repair. Please refer to the chart on pages 12 and 13 for further details on specific repairs. right to repairs Some small urgent repairs are covered by the Right to Repair. This requires us to carry out qualifying repairs quickly and without cost to you. If these repairs are not completed after two requests, and you have provided full access, you may be entitled to compensation. vandalism or graffiti Please tell us quickly if you know of any vandalism. Do not assume that someone else will report it. We will prosecute vandals when there is a witness, to discourage others and to save rent money being used to repair vandalised areas. We need your help to combat vandals. improvements and alterations Before you make any alterations to your home you must write to us to obtain permission. We have to ensure that your home is not damaged or made unsafe. In some cases you will also have to obtain planning permission or building regulations approval from the local council. An alteration is anything which is an addition or change to the property or its gas, electrical or water supply. Examples of the most common alterations are: 4moving/removing fitted units or doors 4changes to kitchen, bathroom or toilets 4modifications to central heating 4fitting different light switches 4adding or moving electric points 4plumbing in washing machines or other appliances 4building patios 4knocking down walls 4double glazing 4fitting a gas fire or building a feature fireplace 4enclosing porches 4extensions 4additional fencing 4satellite dishes

12 Your rent will not increase as a result of any improvements you make, but you will be responsible for their repairs. If you do not obtain permission you may be charged to repair or restore your home. At the termination of your tenancy you may qualify for a compensation payment, less an allowance for depreciation, for an improvement or alteration you carried out after 1st April It is important to note that you must have had written permission from us prior to any work being carried out. Contact your local Incommunities office for more information. our performance We will inspect a proportion of repairs jobs when they are completed, and remedy any unfinished or poor quality work. You can help us achieve the highest quality by returning any satisfaction slip or questionnaire we send you. Alternatively you can request an inspection of repairs work that you consider to be of unacceptable quality by telephoning the repairs service centre on code of conduct We require staff and contractors to ensure that works are carried out with the minimum of disruption to residents. They are required to: 4introduce themselves and show proof of identity. Do not hesitate to ask to see it 4explain the nature and purpose of the job 4behave in a proper and professional manner at all times, refraining from smoking, bad language, and playing radios loudly 4take care of the resident s property and possessions and protect them at all times from dust, paint, etc 4keep the resident s home secure at all times 4keep safe all materials and equipment used on site 4reconnect and test services such as water, gas and electricity at the end of each working day 4 clear any rubbish arising from works from the property, from the garden and other areas outside the property 9

13 4 make good any damage to decorations 4 comply with health and safety legislation and relevant codes of practice 4 comply with our equality and diversity policy 4 where major works are involved, agree the extent of removal of carpets, furniture etc, and their condition, before the work commences If you need help in making a complaint we can advise you of independent agencies which can assist you. Independent advice can be obtained from the Citizens Advice Bureau or a solicitor. In certain circumstances if we fail to meet satisfactory standards resulting in loss or serious inconvenience, you can apply for compensation. complaints We are committed to providing a high standard of service to our residents. However, if you think we have failed to provide a satisfactory service, you should make use of our complaints procedure, which is designed to resolve complaints as quickly as possible. In the first instance you should contact the repairs service centre on If you are dissatisfied with the response you receive, you should follow our complaints procedure. This is on our website or can be obtained from any Incommunities office. If you are still dissatisfied at the end of that, you have a further right to complain to the relevant Housing Ombudsman. 10

14 emergencies fire Test your smoke/fire alarm regularily, replacing the battery when necessary. 4 close all doors and windows 4 get everyone out and do not go back for any reason 4dial 999 4warn your neighbours if any of them might be in danger If you smell gas 4do not turn any electrical switches on or off 4do not use the door bell 4do not smoke 4do not use matches or naked flames 4open the doors and windows to get rid of the gas 4check to see if the gas has been left on unlit, or a pilot light has gone out. If so turn the appliance off and do not try to re-light it until all the smell of gas has been cleared from the property 4if the leak cannot be stopped by turning off an appliance, or you are uncertain whether it has been stopped, turn the main gas supply off at the meter and phone the gas emergency service immediately National Grid: burst or leaking pipes 4call our repairs hotline on turn the water off at the mains 4if electrics are affected, turn off the electricity at the consumer unit - see page 40 loss of electricity 4if neighbours are also affected, call your electricity company (check your electricity bill for the number). Otherwise see advice on page 41 4if the problem persists after following the advice on page 68, call our repairs hotline on

15 who is responsible for maintenance? repair comment us you baths 4 except unblocking wastes bathroom fixtures and fittings 4 except WC seats, bathroom cabinets, mirrors, shower curtains, towel rails and toilet roll holders carpentry chains and plugs 4 on basins, baths and sinks communal areas decoration (external) decoration (internal) 4 except when damage is caused by a structural defect doors 4 including frame, door furniture eg handles, letterboxes etc electric appliances 4 such as cookers, fridges, washing machines, dishwashers fences and gates fixtures and fittings 4 such as coat hooks, curtains, curtain rails floor boards floor covering 4 including adapting doors to accommodate carpets front door lock 4 except communal locks garden maintenance 4 including dustbins and refuse areas gas glazing 4 if smashed into you must report to housing office hand basins 4 except blockages heating 4 except bleeding radiators hot water heaters 4 including cylinder jackets immersion heaters infestations 4 by ants, wasps, bees, cockroaches, mice, rats, bedbugs, fleas, bird nests and squirrels 12

16 repair comment us you internal door locks kitchens 4 except domestic appliances light fittings 4 except light bulbs, dimmer switches, fuses, fluorescent tubes and starters locks of any type loss of keys 4 except communal locks 4 including repairs to forced entry if you get locked out paths 4 including steps, footpaths and ramps pilot lights plastering 4 including resetting any heating controls 4 except where plaster removed by wallpaper steamers plumbing repairs and leaks 4 except for washing machines and dishwashers and bleeding radiators porches 4 except glazing re-washer taps showers 4 except curtains and rails sink units 4 except blockages stairs switches/sockets 4 except dimmer switches telephone points TV aerials/sockets 4 unless communal washing lines waste blockages 4 including basins, bath, WCs WC seats windows worktops woodworm 4 including window sills, catches, sash cords and frames 13

17 bath / basin wall tiles or splashback seal bath plug to waste trap and pipe side panel end panel basins seal overflow waste control pull wall tiles or splashback pedestal pop up waste plug 14

18 plumbing 2 bath/basin water leaking 4 are the electrics affected? 4 where is the leak? (bath or basin) 4 what is affected? (waste pipe/trap, supply pipe or tap) 4 if the pipework is affected, is it the hot or cold supply pipe or the waste trap? If the water is near electrics, do not touch. Turn the electricity off at the consumer unit main switch. Stop the leak causing more damage. bath/basin blocked 4 what is blocked? (bath or basin) 4 what caused the blockage? Can you clear the blockage yourself? - see helpful tips page 70. bath/basin damaged/broken 4 what is damaged? (bath or basin) 4 what is the affected part made from? (metal, plastic or china etc) 4 if a bath panel is affected, which panel (side or end panel) and what is it made from (hardboard or plastic)? 4 does it need to be replaced or refixed? bath panel loose 4 which bath panel is affected? (side or end panel) 4 what is it made from? (hardboard or plastic) damaged wall tiles 4 where are the tiles? 4 are they loose, broken or damaged? 4 how many are affected? 4 what size and colour are they? 4 how did it happen? seal damaged around the bath seal damaged around the basin 15

19 bath / basin / shower taps taps modern pillar tap high neck pillar tap standard pillar tap lever tap bib tap supatap mixer tap bath / shower mixer tap shower head shower hose 16

20 bath tap dripping 4 what type of tap is it? - see diagrams on page 16 basin tap dripping 4 what type of tap is it? - see diagrams on page 16 basin loose 4 are the brackets loose or broken? 4 is the basin loose on its brackets? 4 is the pedestal broken? tap loose 4 bath or basin tap? 4 what type of tap is it? - see diagrams on page 16 shower hose broken 4 how did it happen? shower head broken 4 how did it happen? 17

21 shower shower shower head shower arm shower controls hose seal tray waste 18

22 seal damaged around the shower tray 4 does it need to be replaced or fixed? shower tray broken 4 what is it made of? (ceramic or plastic) shower not working 4 what type of shower is it? (eg electric, over the bath) 4 what is happening? (no water or only hot or cold water) 4 do you have hot water elsewhere in your home? 4 can you see a make or model number on the shower? shower blocked 4 what is causing the blockage? If limescale is the problem, use descaler fluid. damaged wall tiles 4 are the tiles loose, broken or damaged? 4 how many are affected? 4 what size and colour are they? 4 how did it happen? cubicle door not working 4 is it broken or stuck? shower tray leaking 4 is the seal around the shower tray damaged? If it is your own shower, this is your responsibility. If it is electric, has the switch tripped in the consumer unit? - see helpful tips on page or has the shower switch broken? 19

23 WC / toilet cistern overflow flushing handle float ball valve WC syphon overflow cistern supply pipe soil pipe flush pipe pan soil pipe joint stopcocks and gate valves gate valve stopcock with drain valve 20 stopcock, stop valve or stop tap service valve draincock

24 WC leaking 4 where is the leak? (pan, cistern, overflow, supply, flush or waste pipe or pipe joint) - see diagram on page 20 4 if the leak is from the cistern, is it a high or low level cistern? 4 is the affected part loose, cracked or broken? 4 is it your only WC? 4 what colour is your WC? Try to stop the leak and any damage it is causing. If serious, turn off water at the stopcock and the gate valves from cold water tank. WC will not flush 4 is the mechanism moving properly? (handle, button, chain) You can use a bucket of cold water to flush until the problem is fixed. overflow running 4 does the overflow run outside? 4 is the cistern flushing? 4 is the float working? 4 is the overflow running continuously? As a temporary solution, tie the float in the up position, thus closing the ball valve. See helpful tips page 71. WC loose 4 is the pan loose? 4 is the cistern loose? WC blocked 4 what caused the blockage? Try unblocking it yourself by removing excess water into a bowl, and using a toilet brush or plunger - see helpful tips page 71. soil stack blocked 4 do you live in a house or flat? 4 if a flat, which floor are you? 4 is your WC causing the blockage? 21

25 water water system cold water storage tank overflows rising main hot water cylinder (see page 24) 22 boiler (see page 24) cold water hot water

26 burst pipe 4 are electrics affected by water? 4 is it inside or outside the building? 4 are the pipes frozen? If water is near electrical fittings, turn off the electricity at consumer unit main switch - see helpful tips page 66. water leaking 4 is a pipe, tank or cylinder leaking? no cold water 4 is there cold water at the kitchen sink? 4 are the pipes frozen? Are the neighbours affected? Make sure taps are turned off, even though no water is coming through. storage tank overflow running 4 is the overflow running outside? See helpful tips page are electrics affected? Can you stop the leak or isolate it? Try to catch water in a bowl or bucket - see helpful tips page 66. hammer / banging pipes 4 how often is it happening? Adjust the main stopcock where water comes into your home. 23

27 hot water flue gas boiler ignition light pilot light boiler thermostat hot water cylinder time clock gate valve top entry immersion heater (electric) cylinder usually has insulation jacket cylinder thermostat bottom entry immersion heater (electric) drain off valve 24

28 no hot water 4 what heats the water? (gas, electric, oil or solid fuel) 4 if it is electric, are other electrical facilities working? 4 are the heating controls set correctly? 4 is the room heating still working? 4 do you have alternative source of hot water? (immersion heater or gas heater etc) 4 do you have a hot water cylinder? If it is gas, check the time clock controller is set for hot water and the timer is set correctly. If it is electric, is there a power cut? If it is a coin or credit meter, has it run out of credit? water temperature 4 is the water too hot or too cold? Adjust the thermostat on the cylinder eg set it to 55-60ºC 25

29 external / internal doors external door door closer top rail door stile frame glass panel letter plate panels threshold bottom rail 26 weatherboard

30 doors and windows 3 door jammed 4 is it the front or rear door? 4 what is the door made of? (wood, metal or plastic etc) 4 is the door jammed open or closed? 4 can you still get in and out of your home? door frame damaged / rotten 4 is the door or frame affected? 4 is it the front or rear door? 4 what is the door made of? (wood, metal or plastic etc) 4 what is wrong with it? (damaged or rotten) 4 is your home insecure as a result of this problem? threshold rotten / needs repair 4 what is it made from? (wood, metal etc) 4 what is wrong with it? (rotten, broken etc) weatherboard rotten / broken 4 what type of door is it? 4 what is it made from? (wood, metal or plastic) 4 what is wrong with it? (rotten, broken etc) glass damaged / broken 4 what type of door is it? 4 what is it made from? 4 if it is fully glazed, which panel(s) is damaged? 4 is it your own door or a communal one? 4 is it the front or rear door? 4 is it single or double glazed? 4 what type of glass is it? (clear, wired or obscure) 4 is your home secure? draught coming around door 4 where is the draught coming from? (between the wall and frame, around the door or under the door) 4 is there any draught proofing around the door? rain coming in under door 4 does the door have a weatherboard? - see diagram on page 26 27

31 locks and latches rim night latch - Yale or similar latch deadlocking cylinder locks and latches lever hold open catch mortice sash lock latch keep automatic latch bolt keep lever handle deadlock perko door closer spring in cylinder outside door pull cylinder plate (fits to door edge) anchor plate (fits to door frame) 28 barrel cylinder

32 door lock not working 4 what type of lock is it? - see diagrams on page 28 4 What is wrong with the lock? (lever handle faulty, spring worn out, lock not fitting into the keep etc) - see diagrams on page 28 4 Which door is affected? 4 What is the door made of? (wood, metal or plastic) 4 is your home secure? Your own locks are your responsibility. keys lost/locked out 4 are you locked out of your home? 4 what type of lock is it? - see diagrams on page 28 4 where is the door? (front, rear, patio or store) This is usually your responsibility. door sticking/jamming 4 where is the door? 4 what type of door is it? (wood, metal, plastic, glazed, external or internal) 4 what appears to be the problem? door damaged 4 where is the door? 4 what type of door is it? - see diagrams on page 28 4 what appears to be the problem? 4 how did it happen? door latch defective 4 what type of latch fitting is it? - see diagrams on page 28 4 where is the door? 4 what is wrong with it? 4 how did it happen? door fittings missing/not working 4 what fitting is it? (letterplate, handle, chain, door viewer, house numbers etc) 4 is the door not closing properly? 4 is your home insecure? Your own fittings are your responsibility. 29

33 windows windows Sash window Casement window fastener trickle vent sash cords fastener weights stay stay window sill window fittings fitch sash fastener brighton sash fastener keep thumb catch screw casement fastener casement stay 30 hook plate pin plate stay arm

34 glass damaged / broken 4 is it single or double glazed? 4 where is the window? (which floor of the building, a communal window or one in your home) 4 what type of glass is it? (clear, wired, or obscure) 4 what is the window frame made of? (wood, metal or plastic) 4 is your home secure? window fittings faulty 4 what type of window is it? (sash, pivot or tilt window etc) - see diagrams on page 30 4 what is the frame made of? (wood, metal or plastic) 4 what part is defective? (stay, catch, fastener, lock or lift etc) - see diagrams on page 30 4 is your home secure? window frame jammed 4 what is the frame made of? (wood, metal, or plastic) 4 what type of window is it? (sash, casement, pivot or tilt window etc) - see diagrams on page 30 4 what is causing the problem? (rotten wood, hinges or sash cord broken etc) - see diagrams on page 30 4 is your home secure? 31

35 kitchens kitchen larder unit seal worktop wall units extractor fan cooker switch plinth drawer runner floor unit 32

36 kitchens and sinks 4 damaged cupboard 4 which unit is affected? (a corner unit, floor or wall unit, with single or double doors) 4 what part is faulty? - see diagram on page 32 4 in what way is it damaged? 4 what is it made of? (wood, plastic or metal etc) 4 what colour and size is it? 4 how did the damage occur? doors and shelves 4 what part of the door is broken? (panel, handle, hinge) 4 is the shelf in the kitchen unit loose or broken? 4 is the shelf in the wall or the floor unit? damaged drawer 4 is the drawer broken or sticking? worktop damaged 4is the worktop loose or broken? 4 how did the damage occur? damaged wall tiles 4 where are the tiles? 4 are they broken, loose or missing? 4 how many are affected? 4 what size and colour are they? 4 how did the damage occur? 33

37 sinks sink and washing machine sink top sink waste trap washing machine supply taps washing machine waste trap 34

38 washing machine blocked 4 do you know what caused the blockage? waste trap leaking 4 what type of waste trap is it? 4 is it leaking from the joint? sink top 4 is the sink top loose or broken? 4 is the entire sink unit damaged? tap loose 4 what type of tap is it? - see diagrams on page 16 sink unit leaking 4 where is the leak coming from? (pipe, tap or waste pipe/trap) - see diagram on page 34 4 what is it made of? (plastic, copper) Try to stop the leak causing more damage. sink blocked 4 are other outlets affected? 4 is the washing machine blocked? 4 what caused the blockage? seal damaged around sink 4 does it need to be replaced or fixed? sink tap dripping 4 what type of tap is it? - see diagrams page 16 35

39 gas / electric heating gas boiler flue central heating pump pilot light boiler thermostat switched electric power supply ignition light time clock heating controls temperature dial digital programmer clock programmer room thermostat 36

40 heating and electrical 5 central heating boiler faulty 4 is it your only source of heat? 4 do you have hot water? 4 can you see the manufacturer s name and what model it is? If it is electric, check that the power is still on, and that the meter is still in credit. If it is gas, check that the pilot light is on. Check that the boiler thermostat is set correctly - see diagram on page 36. Check that the clock or digital timer is set correctly - see helpful tips page 69. communal heating faulty 4 is this your only source of heat? 4 is there any hot water? Check that the room thermostat is set correctly. 4are other flats affected? If you have a warden or caretaker, contact them. 37

41 heaters / radiators heaters and radiators storage heater with convector wall mounted convector heater off-peak supply for storage heater supply for convector radiator valves panel radiator manual radiator valve pre-set balancing valve radiator valve thermostatic radiator valve 38

42 radiator leaking 4 where is the leak coming from? (valve, pipe joint, radiator panel) - see diagrams on page 38. Try to stop the leak causing damage. Turn the radiator valve off. fumes in room 4 what is causing fumes? 4 has the flue been cleaned recently? 4 if the heating system is the cause, can you see a manufacturer s name and the model? If it is a gas leak, do not smoke, use matches, or turn electrical switches on or off. Open windows. Follow the emergency action outlined on page 11. Turn off any appliances that are causing fumes. storage heater faulty 4 how many heaters are affected? 4 where are they? 4 what appears to be the problem? Make sure the heater is turned on at socket. Check the thermostat is set correctly - see helpful tips page 70. radiant / convector heater faulty 4 what appears to be the problem? 4 can you see a manufacturer s name and model? Check the thermostat is set correctly. Your own appliances are your responsibility. radiator not heating up 4 is the thermostatic valve turned up enough? 4 how many radiators are affected? 4 is the radiator warm at the bottom and cold at the top? 4 have you tried bleeding the affected radiator(s)? 4 do you have hot water? Try bleeding the radiator - see helpful tips page can you see a manufacturer s name and model number? 39

43 electrical electrical ceiling switch smoke detector light fitting extract fan consumer unit wall switch sockets electric meter electricity consumer unit main on/off switch electricity supply fuses/circuit breakers trip switch - replaces fuses in modern consumer units 40

44 extract fan faulty 4 where is the fan? 4 what type of fan is it? Is the fan switched on at the switch and on the pull switch if it has one? no power at all 4 is yours the only property affected? If you have a coin or credit meter, check that it has credit on it. 4 has a trip switch been activated or a fuse blown on the consumer unit? See helpful tips page 68. electrical fitting smoking 4 what fitting is it? (light, plug etc) light circuit failed 4 are the power sockets working? 4 how many lights are affected? 4 is a light fitting causing the problem? (the pendant, batten holder, wall or ceiling switch etc) - see diagrams on page 40 and page 42 See if a trip switch is activated or a fuse has blown on the consumer unit. See helpful tips page 68. 4has a bulb blown? 4are the power sockets working? fluorescent tube not working 4 what is the problem? (tube flickers, broken etc) 4 where is it located? Do not touch the fitting. Turn electricity off at the consumer unit main switch. 41

45 plug sockets / lighting / smoke detector and alarm plug sockets single plug socket double switched plug socket cooker control plug socket lighting ceiling pull switch pendant lamp holder batten lamp holders angled lampholder smoke detector / smoke alarm test button 42

46 plug socket not working 4 are the other power sockets working? Is it the appliance rather than power socket that is faulty? Is a trip switch activated or a fuse blown in the consumer unit? - see helpful tips 68. Is there no power at all in your home? If so see helpful tips page 68. appliance not working 4 are other power sockets working? smoke detector 4 is it battery operated? 4 what is wrong with the smoke detector? 4 where is the smoke detector? You are responsible for replacing the batteries in smoke detectors. Try the test button if you can safely do so. Smoke detectors need to be cleaned - see helpful tips page 68. Your own appliance is your responsibility. Is the power socket rather than the appliance faulty? Has the fuse blown in the plug? Is a trip switch activated or a fuse blown in the consumer unit? Is there no power at all in your home? If so see helpful tips page

47 garden / gates clothes line garden pulley rotary drier post for clothes line rubbish dumped bracket gates braced gate ledged and braced gate post tee hinge ledge latch barrel bolt reversible hinge stop (on outside) brace latch brace palisades or boards bottom rail stile post bottom rail 44

48 external 6 rubbish dumped in garden 4 what sort of rubbish? 4 who put it there? 4 is it hazardous? Your rubbish is your responsibility clothes post broken 4 what is it made of? (concrete or metal etc) 4 how was it broken? clothes line broken 4 what type of clothes line is it? 4 is the pulley or the bracket broken? clothes line stolen 4 what type of clothes line is it? gate broken/rotten 4 where is the gate? (front, side or rear) 4 what type of gate is it? (single or double etc) - see diagrams on page 44 4 what is the gate made of? (wood or metal) 4 can work be done without you being in? gate jamming 4 what is the gate made of? (wood or metal) 4 what is causing it to jam? (hinge broken etc) 45

49 fences and exterior fences palisade chainlink chestnut pale close boarded interwoven hit & miss 46

50 gate latch / bolt broken 4 what type of latch is it? 4 what is the gate made of? (wood or metal etc) gate post rotten / broken 4 what is the post made from? (wood or concrete etc) gate post stop defective 4 what is the gate post stop made from? (wood or metal etc) fence dangerous /broken 4 where is the fence? (front, rear or side) 4 what kind of fence is it? (boarded, chestnut pale, timber palisade, ranch style etc) - see diagrams on page 46 4 what are the posts and panels made of? (wood or concrete) 4 does it need to be replaced or resecured? 4 is it your own fence or shared with your neighbour? 4 how many panels are affected or what is the length of the affected fencing? 4 can the work be done without you being in? 47

51 fences and exterior exterior cracked sill render paving slab cracked brickwork loose and unstable combined window and door unit cracked brickwork 48

52 brickwork 4 is the brickwork cracked? 4 how large is the crack? 4 is the crack below a window? 4 is the crack near a downpipe or other water source? 4 when did the crack appear? 4 do you think the crack is growing? doors and window frames 4 is a door and window frame broken? 4 how did the damage occur? render 4 is the render cracked? 4 has a section of render come off the wall? 4 is there a crack in the render around a door or window frame? shed 4 how is the shed or bin store damaged? 4 how did it occur? 49

53 garden walls / garages walls half brick wall with projecting pier wall with brick coping brick on edge coping two course of tiles wall with concrete or stone coping concrete coping pointing up and over garage door hanger tracks pivot arm locking mechanism metal door lifting spring frame 50

54 wall dangerous / collapsed 4 is the wall your own or shared with a neighbour? 4 what is the wall made of? (brick or concrete etc) 4 what part of the wall is damaged? (pier, coping or pointing etc) - see diagrams on page 50 4 what caused the damage? 4 can the work be done without you being in? garage door faulty 4 what type of garage door is it? 4 what is the door made from? (wood, metal etc) 4 what is the problem? (door or frame is loose, damaged or off the rail, lock is broken or keys are lost etc) 4 how did it happen? 51

55 paths and steps insitu concrete (or macadam) paths gravel brick concrete flags pre cast concrete steps on brick steps insitu concrete steps 52 brick steps

56 paving damaged 4 where is the path? (front, rear or side) 4 what type of path is it? (flag, concrete etc) - see diagrams on page 52 4 what is wrong with path? (paving stones/flags are broken or loose etc) 4 are the paving stones/flags square or rectangular? 4 how many are affected? 4 is it hazardous? 4 how has it happened? steps damaged 4 where are the steps? (front or rear) 4 what are the steps made of? (concrete, brick, etc) - see diagrams on page 52 4 how many steps are affected? 4 is it hazardous? 4 can the work be done without you being in? 4 how has it happened? If it is dangerous, warn other people If it is dangerous, warn other people 53

57 roof and chimney roofs and drains slates ridge tiles interlocking tiles plain tiles gutter downpipe flat roof slate or plain tiles (top surface flat) pitched roof chimney stack gas cowl stop end flaunching gutter fascia lead flashing chimney pot 54 soffit bargeboard

58 roof and drains 7 tiles / slates broken 4 what type of roof is it? (slate, tile etc) 4 If the roof is tiled, which type of tile? (plain or interlocking) - see diagram on page 54 4 are they missing, broken or loose? 4 which part of the roof is affected? - see diagram on page 54 4 how large is the affected area? 4 is the roof leaking? 4 does it need a tarpaulin? 4 are electrics affected? If the electrics are affected by water leakage do not touch and turn electricity off at the consumer unit main switch. If there is a leak, try to stop water causing more damage - see helpful tips page 66. If it is dangerous, warn other people. flat roof damaged 4 what type of roof is it? (felt, asphalt or lead etc) 4 how large is the affected area? 4 is the roof leaking? 4 are electrics affected? If electrics are affected by a water leak turn off the electricity at the consumer unit main switch. If there is a leak, try to stop water causing more damage - see helpful tips page 66. chimney stack damaged 4 which part is affected? (stack, pot or flashing etc) - see diagram on page 54 4 is it damaged, loose or missing? 4 is the chimney shared? 4 is it dangerous? If it is dangerous, warn other people 55

59 gutters / downpipes / drains gutters, downpipes and drains gutter bracket gutter gullies outlet Back inlet gully soil pipe hopper downpipe Open gully gully 56 grid or grate manhole

60 manhole cover faulty 4 where is it? 4 what is the problem? (loose, broken or missing) 4 is the frame damaged? 4 is it dangerous? If it is dangerous, warn other people manhole overflowing 4 where is it located? gully cover faulty 4 where is it? 4 what is the problem? (loose, broken or missing) 4 what is it made of? 4 what size is it? gutter overflowing 4 where is the overflow coming from? (gutter, hopper, pipe etc) - see diagram on page 56 gully blocked 4 is the gully blocked? 4 can the blockage be removed? Try to clear any leaves or other rubbish yourself. drains blocked 4 what is blocking the drain? 4 is the soil pipe blocked? guttering/downpipe faulty 4 what is affected? (gutter or downpipe) - see diagram on page what is the problem? (guttering or downpipe is blocked, cracked, loose etc) 4 if it is leaking, can you tell where from? (joint, hopper or pipe etc) - see diagram on page 56 4 what is it made of? (metal, plastic etc) 4 can it be refixed or does it need to be replaced? 57

61 communal facilities external communal facilities CCTV refuse chute refuse bin door entry internal communal facilities communal lighting fire extinguisher 58

62 communal facilities 8 door entry faulty 4 has the whole system failed, or is only your home affected? 4 is the fault at the entrance or your phone? 4 is the door jammed? If the door is jammed see page 27. services 4 is the fire alarm ringing? 4 is the CCTV faulty? 4 is there a problem with the communal TV aerial? 4 is the lift not working? emergency lighting faulty 4 which lights are affected? 4 is it failing to turn off or not coming on? communal lighting faulty 4 which lights are affected? 4 is it on all the time? 4 does it not come on at all? rubbish chute faulty 4 what is wrong? (chute is blocked, broken etc) 59

63 internal stairs stairs handrail on brackets baluster stair string handrail on balustrade closed balustrade newel post riser nosing tread 60

64 stairs, walls and floors 9 loose tread 4 is it inside your home or a communal staircase? 4 how many steps are affected? 4 what are the stairs made of? (wood, concrete etc) If hazardous, warn other people. handrail or balustrade faulty 4 is it inside your home or a communal area? 4 which part is affected? (handrail, post, individual baluster, bracket etc) - see diagram on page 60 4 can it be refixed or does it need to be replaced? 61

65 internal walls and floors walls and floors plasterboard plasterwork cornice/coving skirting floorboards mouse hole 62

66 loose floorboard 4 is it inside your home or a communal area? 4 what is the area/how many floorboards are affected? If hazardous, warn other people. floor tiles 4 are the tiles loose, broken or missing? 4 what type of tile is it? (ceramic, quarry, vinyl) 4 what size is the affected area? plaster repairs 4 is there a crack in the plaster or is a patch damaged? 4 where is the damage? (wall, ceiling, coving, around door or window frame) 4 how large is the affected area? 4 how did it happen? skirting board 4 is the skirting board broken or loose? 4 if broken, is the wood crumbling or rotting? vermin 4 have you seen any pests or their droppings? Infestations are usually your responsibility 63

67 10 helpful tips looking after your home You are responsible for keeping the inside of your home in good condition. It is best to carry out small tasks and checks to prevent future problems such as: 4 wipe down all windows affected by condensation and if any mould has formed clean it off using a wash of diluted bleach, or a proprietary product available from DIY shops - see condensation on page 65 4 limescale can be removed from baths, sinks, shower heads, and taps with descaler 4 blockages in kitchen sink waste pipes can be prevented by flushing through using a drain clearing product 4 outside gullies should be kept clear of leaves and other debris so that water drains away easily 4 make sure you know where the main stopcock is, and check that you can turn it off. Also, be sure to know how to turn off your electricity and gas supply in an emergency. If you do not, ask any of our staff or contractors In the Autumn you should check the following list of items and notify us of any problems. We can then repair them before they get worse and cause you any inconvenience: 4if you use an open fire have you swept the chimney? 4 are all your heating controls set correctly? 4 are there any tiles or slates missing or broken on your roof? 4 are there any leaks or blockages from gutters, downpipes or drains? energy performance certificates (EPCs) EPCs are provided on all new tenancies from 1st October The certificate carries an energy audit on your home, and recommendations on how to make it more energy efficient. It gives your home a standard energy and carbon emission efficiency grade from A to G, where A is the most efficient and with the average to date being D. 64

68 You can also take action to save energy in the home: 4 use low energy lightbulbs 4 switch electrical appliances off when not in use: don't put them on standby 4 look for energy saving recommended ratings when buying appliances 4 use lower temperatures for washing 4 make sure the dishwasher or washing machine is full before you switch it on 4 set room heating to 18ºC 4 draught proofing condensation Condensation occurs when there is excessive build up of moisture in the air. There is always moisture in the air, but people create additional moisture in their homes by: 4 cooking, or boiling water 4 taking baths or showers 4 using paraffin or bottled gas heaters 4 drying clothes indoors Warm moist air condenses and forms water when it cools: for example when it touches a cool surface. In your home these are outside walls, mirrors, windows, wall tiles and even clothes. If this condensation cannot dry out it will cause mould to form on walls, in cupboards and on window sills, and mildew to form on clothes, especially leather goods. There are four things you can do to stop condensation forming: 4 produce less moisture by covering pans and turning down the heat when boiling, switching off boiling kettles, and drying clothes outside, or in a well ventilated room, and not using paraffin or bottled gas heaters 65

69 66 4 ventilate rooms to let the moisture out, by opening a bathroom or kitchen window for a while to let the steam escape and by opening windows for a while each day to change the air in your house 4 keeping your home warm by maintaining a low background heat: this need not result in significantly increased heating costs 4 wipe down where moisture settles The damp flow chart on page 72 will help you diagnose a severe damp problem. leaking, burst or frozen pipes when pipes leak Place a dish or bowl underneath the leak. Pull back any carpets and lay down newspapers or towels to absorb any dampness. when pipes burst Turn off the water at the main stopcock, and any gate valves from the water tank, and switch off any water heaters. Open all taps to drain water from the system. can it be isolated? Some items of equipment may have their own isolation valve (either a gate valve, or a service valve). If not, you may be able to isolate the fault by just turning off a gate valve on a pipe coming out of the cold water tank. This will leave you with some services, even though it might only be cold water at the kitchen tap. You could then temporarily flush toilets using a bucket of cold water. if electric fittings get wet DO NOT TOUCH and turn off electricity at the meter. when ceilings bulge To prevent the ceiling falling down, place a bucket under the bulge and pierce a small hole to let the water through. when pipes freeze Turn off the water at the main stopcock and open the cold taps. It is best to leave the pipes frozen but you may try to thaw the pipe eg using hot water bottles or a hair dryer. DO NOT USE A BLOW TORCH. Take care to thaw from one end of the frozen section and not from the middle. Do not turn on hot water tap until the pipes are thawed.