Residents repairs and maintenance handbook Keep this safe - You may find it useful when you need to phone for a repair! www.firstwessex.org
Contents Introduction 6 Are we responsible for carrying out repairs and maintenance to your home? 8 Reporting repairs 16 Out of hours emergency service 17 What we need to know 17 When you make an emergency call 17 Who is responsible for repairs? 20 Insurance 22 Chargeable repairs 22 Vandalism or graffiti 23 What to expect from us 23 Right to repair 24 Planned maintenance 24 Improvements and alterations 25 Aids and adaptations 26 Code of conduct 27 Dealing with emergencies 28 Repairs responsibility 30 bathroom - decoration (internal) 30 domestic appliances - floor covering 31 footpaths, steps and ramps - gates 32 glazing - ironmongery 33 kitchens - plastering 34 plumbing, repairs and leaks - sanitary ware 35 sink units - windows 36
Frequent repairs 38 Bathrooms and WC 38-47 Water system 48-51 Communal facilities 52-53 External doors and windows 54-63 Gardens, fences and garages 64-71 Heating, gas and electrical 72-79 Internal doors 80-81 Kitchens 82-85 Roofs, chimneys and rainwater 86-91 Stairs 92-93 Helpful tips 95 Looking after your home 96 Condensation and mould growth 97 Dampness 99 Protection from frost damage 99 Leaking, burst or frozen pipes 99 Gas safety inspections 101 Bleeding a radiator 102 Loss of electric light or power 103 Controlling your central heating 105 Sinks and drains 106 Clearing a blocked waste pipe 106 Clearing a blocked WC 107 Smoke alarm maintenance 108 Legionella 108 Asbestos 108 Decoration 109 How can I save energy in my home? 109 Index 113 Notes 117 Alternative formats 121
Introduction
Introduction Introduction First Wessex Property Services (FWPS) manages the Repairs and Maintenance Service for First Wessex (FW) dealing with both responsive repairs and planned works. We are happy to give assistance and advice on any repairs issues you may have. Just contact Customer Services. Keep this handbook easily accessible. It will help you report your repairs and give you some useful tips on looking after and staying safe in your home, as well as providing you with information on your and First Wessex s responsibilities. You might find it useful to find and record the location of the following items which, in case of an emergency, may help you minimise possible damage to your home and/or report the repair. Important equipment Where is it? Mains water stop valve inside your home Electric fuse box and trip switch Gas supply tap Central heating boiler Cold water storage tank Hot water tank Do you have an immersion? Make sure you know where the main stopcock is, and how to turn it off, also, be sure you know how to turn off your electricity and gas supply in an emergency. The information in this booklet can be provided in alternative formats including large print, audio tape, Braille and other languages. Please contact Customer Services for more details. 6 Residents repairs and maintenance handbook
Are we responsible for carrying out repairs and maintenance to your home?
Our responsibility Are we responsible for carrying out repairs and maintenance to your home? We carry out repairs and maintenance to a wide range of homes on behalf of First Wessex (FW) including homes rented on a long and short term basis and homes purchased on a leasehold basis. The extent of First Wessex s repairing obligations vary according to the legal arrangements between First Wessex and an individual resident and this determines what works we can and cannot do for you. The table on the following pages summarises the repairs and maintenance entitlements for different types of housing. Please refer to your tenancy agreement or lease for further information, alternatively do not hesitate to contact us if you require advice on this issue or indeed any repairs issues you may have. Just contact Customer Services. 8 Residents repairs and maintenance handbook
YES indicates where First Wessex have responsibility and First Wessex Property Services will carry out repairs. Maintenance and Repair Descriptions Routine Maintenance (e.g. door needs easing) or Urgent Maintenance (e.g. no hot water) to home Assured, Protected and Secure Residents Yes Generally Please see page 30-36 of the handbook for details of residents obligations e.g. internal redecoration and examples of where residents may be recharged e.g. child has broken a window Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Yes Generally Please see page 30-36 of the handbook for details of residents obligations e.g. internal redecoration and examples of where residents may be recharged e.g. child has a broken window Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Yes Generally but permission will be requested from the owner of the property before any work is completed. Please see page 30-36 Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value No Leaseholder responsible for repairs. Our responsibility Residents repairs and maintenance handbook 9
Maintenance and Repair Descriptions Emergency repairs to dwelling e.g. blocked toilet where only one toilet in the dwelling Assured, Protected and Secure Residents Yes Please see page 30-36 of the handbook for examples of where tenant may be recharged e.g. keys lost so new lock required Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Yes Please see page 30-36 of the handbook for examples of where tenant may be recharged e.g. keys lost so new lock required Our responsibility Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value Yes Generally but permission will be requested from the owner of the property before any work is completed. Please see page 30-36 Yes (but will be recharged). Leaseholder may ask First Wessex Property Services to carry out repair but will be recharged and will receive an invoice. 10 Residents repairs and maintenance handbook
Maintenance and Repair Descriptions Routine Maintenance (e.g. repair to bin store area) or Urgent Maintenance (e.g. repair to entrance door) to Communal Areas Assured, Protected and Secure Residents Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Yes Yes Yes Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value Yes Generally but permission will be requested from the owner of the property before any work is completed. Leaseholders will be recharged as part of leaseholders annual service charges under dayto-day repairs. Please see page 30-36 Our responsibility Residents repairs and maintenance handbook 11
Maintenance and Repair Descriptions Emergency repairs to Communal Areas e.g. no lighting Our responsibility Assured, Protected and Secure Residents Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Yes Yes Yes Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value Yes Generally but permission will be requested from the owner of the property before any work is completed. Please see page 30-36 Leaseholder will be recharged based on the number of dwellings affected e.g. 25% if four dwellings.charge will be included as part of leaseholders annual service charge. 12 Residents repairs and maintenance handbook
Maintenance and Repair Descriptions Planned Maintenance (e.g. re roofing) or Cyclical Maintenance (external painting to homes or communal areas) Assured, Protected and Secure Residents Assured Shorthold Tenancies FW owns property (includes Starter Tenancies, Homes let at sub market rent and key worker schemes) Assured Shorthold Tenants Residential Leasing Scheme FW leaseholder, freehold owned by private landlord short term let Leaseholders Shared owners / Residents who have exercised the Right to Buy. Properties sold at full market value Yes Yes Yes Yes Generally but permission will be requested from the owner of the property before any work is completed. Please see page 30-36 Leaseholders will be recharged as part of leaseholders annual service charge under major works or via your Sinking/Reserve Fund if applicable Our responsibility Residents repairs and maintenance handbook 13
Reporting repairs
Reporting repairs Reporting repairs Online Visit www.firstwessex.org/repairs and follow the simple instructions. Please note all repairs reported online will be processed the next working day. All emergency repairs should be reported immediately by telephone so that we can provide urgent assistance. Email us Report a repair by emailing: repairs@firstwessex.org Call us 0800 328 6461 (free to call from landlines) 0300 303 8678 (local rate from landlines and pay as you go mobile phones, or free to call from mobiles phones if you have free minutes with your contract plan) Our opening hours 8:30am to 5:00pm Monday - Thursday 8:30am to 4:30pm Friday Track your repairs history By registering on our website at wwwfirstwessex.org/login. You can access our services online 24/7, including tracking your repairs history, all from the comfort of your own home. 16 Residents repairs and maintenance handbook
Out of hours emergency service If an emergency occurs out of normal office hours or weekends, or bank holidays you should still telephone the freephone number above. You will be connected to an answerphone, and you should listen very carefully to the whole message. At the end of the message if you are certain your repair is an emergency press 1 to be connected to the out of hours service. Be prepared to explain exactly what the problem is and answer any questions that may be asked. If an emergency visit is not considered necessary, you may be advised how to deal with the problem yourself or be given an idea of whom you could contact for assistance. Reporting repairs Please read page 23 for further information on emergencies because sometimes you need to call someone other than the out of hours service. When you make an emergency call Please note that the operative will only make your home safe and secure on that day and that it is possible that follow up work will be required at a later date. If the operative does visit and assesses that the problem is not an emergency, or that the fault is for example, caused by something which you may have done, or a faulty electrical appliance, you may be charged any costs that are incurred by the visit. Therefore you are advised not to use this service unless you are sure that the repair cannot wait until the next working day. What we need to know In order for us to provide the best repairs service possible it is essential to give us as much information as possible. Please to tell us: Your name, address and daytime telephone number; Where exactly in your property is the problem; How long the problem has been there and if it only occurs at certain times of the day or in cold/warm weather; Residents repairs and maintenance handbook 17
Reporting repairs How bad the problem is (for example how much water is leaking); What you can see? Is there any noise or smell? You may find pages 38-93 useful for this purpose. When you report a repair to us, we aim to complete the work within the following set time scales. (The length of time depends on the severity of the repair you are reporting). Immediate repairs Immediate repairs will be attended and made safe within 4 hrs but will only be offered in exceptional circumstances i.e. No heat or hot water where there is a real vulnerability; Escape of water e.g. major mains water leak; Total loss of power; Carbon monoxide detector sounding; Structural failing that could endanger life; Open manhole; Sewage spill/overflow- blocked sole W.C.; Security issues i.e. insecure doors/window; Falling debris i.e. roof tiles, guttering, trees, branches etc. Immediate repairs will be carried out and made safe within 4 hours. Emergency repairs An emergency is defined as something which was unexpected and could cause danger to health, residents safety, or serious damage and destruction to property. Examples of emergency repairs are: Gas leak (Transco. Call 0800 111 999 immediately); Burst pipe, flood or severe storm damage posing a health and safety risk; Unsafe electrical fittings; Breaches of security due to vandalism, racial attack or domestic violence; 18 Residents repairs and maintenance handbook
Blocked main drains causing upsurge of waste water into wash-hand basin, bath, sink; Total loss of heating for elderly or vulnerable* residents during the period 1 October to 31 March; Total loss of hot water for elderly or vulnerable* residents; Failure of lift (where there is only one lift); Total failure of communal lighting; Removal of offensive or discriminatory graffiti. Reporting repairs * Vulnerable includes disabled residents, those with incapacitating illness, children under 1 year old. Emergency repairs will be carried out and made safe within 24 hours. Urgent repairs These will normally be repairs which materially affect residents comfort and may be causing some damage to the building fabric. In certain circumstances these repairs could be treated as emergencies. Examples of urgent repairs are: Minor plumbing leaks or defects; Blocked second toilet; Defective cistern or overflow (pouring not dripping); Total or partial loss of hot water/heating; Partial loss of electricity; Taps which cannot be turned off; Roof leaks; Faulty door entry systems; Trip hazards; Damage to stair treads or hand rails/banisters in communal area or for elderly/vulnerable* residents. Urgent repairs will be completed within 5 calendar days. Residents repairs and maintenance handbook 19
Reporting repairs Routine repairs These will normally be repairs which are non-urgent and will include: Minor problems with toilets, baths, sinks; Doors or windows sticking; Plaster repairs; Brickwork. Routine repairs will completed within 22 calendar days. If your home is less than 12 months old, you will still need to report the repair direct to the Customer Services team who will contact the original developer, as they will be under contract to carry out the repairs under a property guarantee. Communal repairs Repairs to the communal areas where you live e.g. the block or estate, will be carried out as an emergency if they meet the emergency criteria on page 18, all other repairs will be completed within 10 calendar days. Who is responsible for repairs? Our obligations We have a legal duty 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. In the case of flats and maisonettes, we will take reasonable care to keep common entrances, halls, stairways, lifts, passageways rubbish chutes and any other common parts in reasonable repair. We are also obliged to carry out certain other repairs when needed. As legislation changes the responsibility for specific repairs and any advice given may also change. This means that there may be times 20 Residents repairs and maintenance handbook
when we have carried out certain repairs in the past, but because of changes in the law or policy, specific repairs may become your responsibility, or vice versa. We aim to update you with any such changes when we can. If advice given by First Wessex or First Wessex Property Services differs from advice found in this handbook then you should assume the new advice applies, as this will be the up to date information. Reporting repairs You are responsible for You are responsible for keeping your home in a reasonable condition, for attempting to solve any minor problems and for insuring the contents of your home. Please see Insurance for further details. 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 expect you to promptly report any faults either inside or to the exterior of your home or in communal areas and to provide access to our contractors to ensure that the repair can be undertaken within our agreed timescales. There may be some occasions when we will carry out a repair for which we are not generally responsible. This will usually depend on your circumstances and these are known as discretionary repairs. Again, you may be recharged for this work, but you would be advised in advance of the work being done. Finally, remember that someone else will be moving into your home if you ever decide to leave. We will inspect your property before you leave so please make sure that it is clean, tidy, reasonably decorated and that all your unwanted belongings have been cleared, including any in the roof space, outhouses, garages and sheds, and ensure the condition of the garden is satisfactory. Please see the list entitled Repair Responsibilities for more advice on which repairs are our responsibility and which are yours. If you still Residents repairs and maintenance handbook 21
Reporting repairs have any queries about who is responsible for a specific repair, then contact Customer Services. We are all responsible for the environment. Please do not put paint, oil or petrol down drains or leave waste outside. Insurance We are responsible for the outside of your home and the building insurance. Please be aware that you are responsible for insuring your furniture and personal possessions and we strongly advise all residents and leaseholders to take out household contents insurance. You can take advantage of the insurance scheme offered through the National Housing Federation My Home Contents Insurance. This scheme offers you an affordable insurance policy where premiums can be paid fortnightly or monthly, by cash as well as by direct debit. The policy is designed especially for tenants, there is no excess to pay and no minimum home security requirements. For more information contact your local First Wessex office, or contact JLT on 0845 337 2463 or by email at Myhome@jltgroup.com. If you have contents insurance you will be able to claim for belongings damaged as a result of fire, flood, theft or storm damage and you will also be covered for third party claims against you e.g. if your washing machine leaks and floods the flat below causing damage to other people s belongings. We will not accept liability for any uninsured contents lost. Chargeable repairs We will in some circumstances carry out works and recharge you for the cost. This will usually be where you have caused the damage because of your action or inaction. For example: Where there is a risk to the security of a block after a window is broken, or where there is a risk of damage to the structure then we will carry out the necessary repairs and recharge the full cost to the tenant responsible; Where FWPS unblocks a toilet but the cause of the blockage 22 Residents repairs and maintenance handbook
is found to be tenant misuse e.g. putting disposable nappies down the toilet; Where damage is caused by a flood from another property, FWPS will carry out the repair and recharge the person responsible; Where you, your family or visitors cause damage, you will be recharged for the cost of the works and we will also consider prosecution for criminal damage. Reporting repairs Vandalism or graffiti Please tell us quickly if you know of any vandalism or graffiti. Do not assume that someone else will report it. We will prosecute vandals when there is a witness, to discourage others, and save rent money being used to repair vandalised areas. We need your help to combat vandalism. What to expect from us You will be told the priority of your repair when you report it; An appointment will be offered for repairs inside your home at the time of your call; We aim to do the repair right first time every time, to a high standard and quality; We will inspect a proportion of repair jobs when they are completed and instruct the contractor to remedy any unfinished or poor quality work; You can request an inspection of repair work that you consider to be of unacceptable quality by contacting Repairs Helpdesk; We will ask you for your views about the quality of service with telephone or postal customer surveys. You can help us improve the service or give better value for money by telling us what you think of the service; We will provide clear and accurate information in a format and language suitable for you; We will consult with you about changes to the Repairs and Maintenance Service. Residents repairs and maintenance handbook 23
Reporting repairs Right to repair Where we ask a contractor to do a repair, they have to do so within a specific period of time which is determined by the priority given to your job (see page 17-19). If the repair is not completed within the target time you may ask for another contractor to complete the repair. The second contractor has the same amount of time as the first contractor to complete the work. If the repair is not completed by the end of the second target time, you will be entitled to compensation of 10, plus 2 per day for every day the repair remains outstanding, up to a maximum of 50. To qualify for compensation, the repair must meet certain criteria. Please contact Customer Services for further details. This only applies if it is included as a right in the tenancy agreement. 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, 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, refurbishment work, 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. Details of planned programmes of work and key contacts will be sent to you in March each year covering the programme of work from April through to the following March. Details can also be found on the First Wessex website www.firstwessex.org 24 Residents repairs and maintenance handbook
Improvements and alterations Before you make any alterations to your home you must write to First Wessex 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. You will receive written confirmation from First Wessex if your request is approved; you must not proceed with any works until you receive this confirmation. Reporting repairs Examples of the most common alterations are: Moving/removing fitted units or doors; Laying laminate flooring; Modifications to central heating; Fitting different light switches; Adding or moving electric points; Adding additional plumbing for washing machines or other appliances; Building patios; Knocking down walls; Double glazing; Fitting a gas fire or building a feature fireplace; Enclosing porches; Extensions; Additional fencing; Satellite dishes; Installing or replacing driveway. All work must be carried out by a competent person. You must keep receipts for work carried out and make them available to First Wessex if requested. Any gas work must be carried out by a Gas Safe registered engineer. Any electrical work must be carried out by a qualified electrician. On completion of such works you will be given a certificate detailing the work that has been carried out. You should keep any certificates and make them available to First Wessex if requested. Residents repairs and maintenance handbook 25
Reporting repairs Your rent will not increase as a result of any improvements you make, but you will be responsible for 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 1994. Aids and adaptations Requests for aids and adaptations required to enable a disabled person to live more comfortably in their home are: Handrails; Ramps; Extra rails; Lever taps; Showers; Shower seats; Wider doorways; Specialist bathroom/kitchen fittings. Such provision must be assessed as reasonable and practicable by First Wessex. In addition Social Services may need to assess the required adaptations if these are deemed to be major works before submitting their recommendation to First Wessex. Either a FWPS Surveyor, an Occupational Therapist or Community Care Worker undertakes assessment for Aids/Adaptations and submits their recommendations to the FW Housing Services Manager for approval. We will advise tenants of the timescale of the work and update them if these change. We will also: Notify the tenant which contractors have been instructed to do the work; Arrange suitable appointments for contractors to gain entry; Ensure contractors liaise with tenants and keep them informed of work/progress. 26 Residents repairs and maintenance handbook
Code of conduct We require contractors and our staff to ensure that works are carried out with the minimum of disruption to you. They are required to: Introduce themselves to you and show proof of identity. Do not hesitate to ask to see it; Explain the nature and purpose of the job; Behave in a proper and professional manner at all times, refraining from smoking, using bad language, and playing radios; Take care of your property and possessions and protect them at all times from dust, paint, etc; Keep your home secure at all times; Keep safe all materials and equipment used on site to avoid danger to you and your visitors; Reconnect and test services such as water, gas and electricity at the end of each working day; Clear any rubbish arising from works from the property, from the garden and other areas outside the property; Comply with health and safety legislation and relevant codes of practice; Comply with our equal opportunities policy; Where major works are involved, agree the extent of removal of carpets, furniture etc, and their condition, before the work commences. Reporting repairs For a copy of the full code of conduct please contact Customer Services. Residents repairs and maintenance handbook 27
Reporting repairs Dealing with emergencies Fire Dial 999. Get everyone out and do not go back for any reason; Close all doors and windows; Warn your neighbours if any of them might be in danger. If you smell gas Do not turn any electrical switches on or off. Do not use the door bell; Do not smoke; Do not use matches or naked flames; Open the doors and windows to get rid of the gas; Check to see if the gas has been left on unlit, or a pilot has gone out. If so turn the appliance off, and do not try to relight it until all smell of gas has been cleared from the property; If 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 telephone Transco on 0800 111 999. Burst or leaking pipe Turn the water off at the mains; If electrics are affected, turn off the electricity at the consumer unit. See page 99 for more advice or call Customer Services. Loss of electricity If neighbours are also affected, call Southern Electric on 08000 727282. Otherwise, see advice on page 103; If the problem persists after following the advice on page 103, call Customer Services using the contact details on the back page of this booklet. 28 Residents repairs and maintenance handbook
Repair responsibilities
Repair responsibilities Repair responsibilities You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Bathroom Bathroom fixtures and fittings Boundary walls Carpentry Chains and plugs Chimneys Chimney flue Communal areas Decoration (external) Decoration (internal) Domestic appliances Coloured sanitary ware will be matched if possible otherwise replaced in white. Tiles will be matched if possible, otherwise replaced with nearest match or plain colour. Including WC seats, bathroom cabinets, mirrors, towel rails and toilet roll holders. To public right of way where provided by First Wessex. Excluding curtain battens. On basins, baths and sinks. Sweeping. Including lifts, stairways. Except when damage is caused by a structural defect. Such as cookers, fridges, washing machines, dishwashers. Us You Page/s 38-47 a a a a a a a 38-47 70-71 - a - 86-87 a 97 11-13 - a 109 a* 104 30 Residents repairs and maintenance handbook
You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Doors (external) Doors (internal) Door bells External timber elements Fences Fire grates and surrounds Fixtures and fittings Floor boards Floor covering Footpaths, steps and ramps Us You Page/s 54-58 a Your responsibility unless general wear and tear. a 80-81 Except where side or rear fence borders a public right of way if fence was provided by First Wessex. Such as coat hooks, curtains, curtain rails and battens. a a a a - Residents repairs and maintenance handbook - a 64-65 - a - Except if included in the tenancy. a - We will repair footpaths (including steps and ramps) a 68-69 as access to front and rear doors only, and only where the damage is a safety hazard. Only the hazardous area will be repaired. * Unless provided as part of the tenancy. - Repair responsibilities 31
Repair responsibilities You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Front door locks Garages Garden maintenance Gas Gates Glazing Includes lost keys and fitting additional locks and door chains. However, we are responsible for a night latch for security reasons. In some cases it may be uneconomic to repair a garage, if this is the case you may be offered an alternative garage subject to availability. Including dustbins and refuse areas together with clearance of bulk items and rubbish (unless communal area). Except where the gate forms part of a continuous side or rear boundary to a public right of way. If damaged by a third party you must get a crime number from the police and we will carry out the repair. If you or your family were responsible for the breakage we will board up to make safe, but may recharge you for this service. You will be responsible for re-glazing. Us You Page/s a 56-59 a a 66-67 a 66-67 101-102 a 70-71 a 60-61 32 Residents repairs and maintenance handbook
You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Hand basins Heating Hot water heaters Immersion heater Infestations Internal timber elements Ironmongery Except blockages and deliberate damage. Including storage heaters and fitted electric fires. Except bleeding radiators. Including cylinder jackets. By ants, wasps, bees, cockroaches, mice, rats, bedbugs, fleas and squirrels unless communal area. Skirting boards, architraves, window sills, kitchen units, floorboards, stair bannisters, stairs, window frames, door linings and frames. Not internal doors other than fair wear and tear. Door furniture, window restrictors and window catches in place when you moved in. Your own fittings are your responsibility. Us You Page/s 38-41, 106 a a a a a a a 105-106 50-51 104, 50-51 - - 62-63 Repair responsibilities Residents repairs and maintenance handbook 33
Repair responsibilities You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Kitchens Light fittings Locks of any type (except front door locks. See page 32.) Loss of keys Out buildings Outside taps Kitchen units and tiles will be matched if possible, otherwise nearest match available. Only damaged sections of worktop will be replaced, matched where possible, otherwise closest match. Except bulbs, dimmer switches, fuses, fluorescent tubes and starters. Unless deliberate damage. Including repairs to forced entry if you get locked out. You will be charged for replacement of lost keys. Of brick or block construction, only if provided by us. Us You Page/s 82-85 a a a a 72-75 56-59 62-63 a - 104 a - 34 Residents repairs and maintenance handbook
You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Plumbing repairs and leaks Porches Re-lighting pilot lights Re-washer taps Roofs Shower attachments Shower units (electrical) Except for connection pipework attached to washing machines and dishwashers and connecting the appliance to the copper pipework installed in your home. Unnecessary calls for leaking appliances could be recharged. Except glazing, if erected by First Wessex. Including the resetting of any heating controls or programmers. Re-seating and replacing a washer (overhaul tap). Including guttering and down pipes. Us You Page/s 27, 99-101 a a a a 25 a 105-106 40-41 84-85 86-87 Including showerhead, hose and curtain. a 42-43 a 42-43 Repair responsibilities Sheds Maintenance to timber sheds. a - Residents repairs and maintenance handbook 35
Repair responsibilities You are responsible for any repair that are required as a result of negligence or damage caused by you, a member of your household your visitors or pets. The table below should be read in conjunction with Our Responsibility section pages 9 to 12. Repair Additional information Responsibility Handy pages Sanitary ware Stairs Switches and sockets Unless deliberate damage and removing limescale marks. Except dimmer switches, smoke alarm batteries and hard-wired smoke alarms where disconnected by residents. Us You Page/s a a a 107 92-93 74-75 Telephone points a - TV aerials Unless communal. 25, 53 and satellite a dishes Washing Unless communal. lines a - Waste blockages Windows Including basins, baths, WCs. a 38-39 46-47 82-83 106-107 Including window sills, 60-63 catches, sash cords, and a frames except replacement keys and restrictors. 36 Residents repairs and maintenance handbook
Repairs inventory
Repairs inventory Repairs inventory Wall tiles or splashback Seal Plug to waste trap and pipe Side panel End panel Waste traps S trap P trap P trap with washing machine connection Bottle trap 38 Residents repairs and maintenance handbook
Bathrooms and WC Check before you contact us... If water is near electrics, do not touch. Turn electricity off at consumer unit main switch. Stop leak causing more damage. Then tell us... Bath/basin water leaking Are electrics affected? Where is leak? (Bath or basin) What is affected? (Waste pipe/trap, pipe or tap. See diagrams opposite and page 40) If pipework is affected, is it hot or cold supply pipe, or waste trap? Repairs inventory Bath/basin blocked Can you clear blockage yourself? This is your responsibilty. Stop others using the bath/ basin while blocked. (See Tips page 106) What is blocked? (Bath or basin) What caused the blockage? Bath or basin damaged/broken What is damaged? (Bath or basin) What is affected part made from? (Metal, plastic or china etc) If a bath panel is affected, which panel (side or end panel) and what is it made from (Hardboard or plastic)? Does it need to be replaced or refixed? What colour is the basin/bath/bath panel? Residents repairs and maintenance handbook 39
Repairs inventory Basin Wall tiles or splashback Seal Pop up waste Waste control Overflow Pedestal Pop up plug Types of taps Standard pillar tap High neck pillar tap Modern pillar tap Mixer tap Lever tap Bib tap Supa tap 40 Residents repairs and maintenance handbook
Bathrooms and WC Check before you contact us... See notes on tile matching page 30 Then tell us... Damaged wall tiles Where are tiles? Are they loose, broken or damaged? How many are affected? What size and colour are they? How did it happen? Repairs inventory Bath panel loose Which bath panel is affected? (Side or end panel) What is it made from? (Hardboard or plastic) What colour is it? Seal gone around bath Seal gone around basin Bath tap dripping What type of tap is it? (See diagrams opposite) Basin tap dripping What type of tap is it? (See diagrams opposite) Tap loose Bath or basin tap? What type of tap? (See diagrams opposite) Residents repairs and maintenance handbook 41
Repairs inventory Shower Shower head Ceiling pullcord power switch Shower arm Control valve Electric shower Hose Tiles/splashback Seal Waste Tray Bath / shower mixer tap 42 Residents repairs and maintenance handbook
Bathrooms and WC Check before you contact us... Then tell us... Seal gone around shower tray Shower tray broken What is it made of? (Ceramic or plastic) What colour is it? Repairs inventory If it is your own shower, this is your responsibility. If electric, check power is switched on (by cord or switch) and controls are set correctly. Check that any isolation switch is switched on. This is your responsibility. If limescale is the problem this is your responsibilty. Use descaler fluid which can be bought from a DIY shop. This is your responsibility. Shower not working What type of shower is it? (Electric or mains water). (See diagrams opposite). What is happening? (No water, or only hot or cold water) Do you have hot water in rest of home? Can you see a make or model number on shower? Shower curtain damaged Shower blocked What is causing blockage? Shower switch broken What is the problem? Shower hose, head broken/ blocked, arm broken Shower bracket/sliding rail broken How did it happen? Residents repairs and maintenance handbook 43
Repairs inventory WC Cistern Flush pipe Overflow Pan Soil pipe Soil pipe joint Flushing handle Overflow Ball valve Float Syphon 44 Residents repairs and maintenance handbook
Bathrooms and WC Check before you contact us... See notes on tile matching page 30. Then tell us... Damaged wall tiles Are tiles loose, broken or damaged? How many are affected? What size and colour are they? How did it happen? Repairs inventory Try to stop leak and any damage it is causing. If serious, turn off water at isolation values or stopcock and gate valves from cold water tank. Open all taps to drain water from system. Has water authority said that water would be going off? You can use a bucket of cold water to flush until problem is fixed. If cistern is not filling, lift lid and see if anything is stopping the float from working. Try moving the float up and down to see if it will fill. Shower cubicle not working Is it broken or stuck? WC leaking Where is leak? (Pan, cistern, overflow, supply, flush or waste pipe or pipe joint. See diagrams opposite) If leak is from cistern, is it high or low level cistern? (See diagrams page 46) Is affected part loose, cracked or broken? Is it your only WC? Is it a coloured WC or white? WC will not flush Is the handle or chain moving properly? Is the float still working? Residents repairs and maintenance handbook 45
Repairs inventory Types of WC P type waste trap S type waste trap Low level cistern High level cistern 46 Residents repairs and maintenance handbook
Bathrooms and WC Check before you contact us... As a temporary solution, tie float in the up position, thus closing the ball valve (see page 107 for help). This is your responsibility. Then tell us... Overflow running Does the overflow run outside? Is the cistern flushing? Is the float working? Is overflow running continuously? Toilet seat damaged Repairs inventory WC blocked Try unblocking it yourself by removing excess water into a bowl, and using a toilet brush or plunger (without metal disk). (See page 106 for help). Could someone in your household have caused the blockage? If so, you could be recharged for the cost of clearing it. What caused blockage? Is it your only WC? Soil stack blocked Do you live in a house or flat? If a flat, which floor are you? Is your WC causing the blockage? Residents repairs and maintenance handbook 47
Repairs inventory Water system in a typical house Cold water storage tank Overflows Rising main Hot water cylinder (See page 50) Boiler Cold water Hot water 48 Residents repairs and maintenance handbook
Water system Check before you contact us... If water is near electrical fittings, turn off electricity at consumer unit main switch. (See page 103). Then tell us... Burst pipe Are electrics affected by burst? Is it inside or outside building? Are pipes frozen? Water leaking Repairs inventory Can you stop leak or isolate it? Try to catch water in a bowl or bucket. Banging pipes How often is it happening? No cold water Adjust main stopcock where water comes into home. Are neighbours affected? Is there cold water at kitchen sink? Are pipes frozen? Are cold water taps affected or just one? Storage tank overflow running Make sure taps are turned off, even though no water is coming through. Is overflow running outside? See page 107 for Helpful Tips Residents repairs and maintenance handbook 49
Repairs inventory Hot water cylinder Gate valve Top entry immersion heater (electric) Gas boiler Ignition light Flue Boiler thermostat Cylinder usually has insulation jacket Cylinder thermostat Bottom entry immersion heater (electric) Drain off Pilot light Time clock Types of water temperature controls Economy 7 controller for water heater Cylinder thermostat 50 Residents repairs and maintenance handbook
Water system Check before you contact us... If gas, check time clock controller is set for hot water and timer is set correctly. If electric, is there a power cut? Are neighbours affected? If so, contact your electricity company (see under electricity in Phone Book). If coin or credit meter, has it run out of credit? Then tell us... No hot water What heats water? (Gas, electric, or solid fuel) If electric, are other electrical facilities working? Are heating controls set correctly? Is central heating still working? Is room heating still working? Do you have alternative source of hot water? (Immersion heater or gas heater etc). Do you have a hot water cylinder? Repairs inventory Residents repairs and maintenance handbook 51
Repairs inventory Door entry call unit Door entry phone in flat Outside light Metal hopper to refuse chute 52 Residents repairs and maintenance handbook
Communal facilities Check before you contact us... If door is jammed, see page 54-55 Then tell us... Door entry faulty Has whole system failed, or is only your home affected? Is fault at entrance or your phone? Is door jammed? Emergency lighting faulty Repairs inventory Which lights are affected? Is it failing to turn off or not coming on? Is fire alarm ringing? Communal lighting faulty Is power cut causing the problem. If so, call Southern Electric on 08000 727 282. Which lights are affected? Is it on all the time? Does it not come on at all? Rubbish chute faulty What is wrong? (Chute is blocked, broken etc) Communal TV aerial faulty What is the nature of the problem? Clothes line broken What type of clothes line is it? Is pulley or bracket broken Clothes line stolen What type of clothes line is it? (Straight or rotary?) Residents repairs and maintenance handbook 53
Repairs inventory External door Door closer Top rail Frame Door stile Glass panel Letter plate Panels Threshold Bottom rail Weatherboard 54 Residents repairs and maintenance handbook
External doors and windows Check before you contact us... Then tell us... Door jammed Is it front or rear door? What type of door is it? (See diagrams on page 56) What is door made of? (Wood, metal or plastic etc) Is door jammed open or closed? Can you still get in and out of your home? Repairs inventory Door frame damaged/rotten Is door or frame affected? Is it front or rear door? What type of door is it? (See diagrams on page 56) What is door made of? (Wood, metal or plastic etc) What is wrong with it? (Damaged or rotten) Is home insecure as a result of this problem? Threshold rotten/needs repair What type of door is it? (See diagrams on page 56) What is it made from? (Wood, metal etc) What is wrong with it? (Rotten, broken etc) Residents repairs and maintenance handbook 55
Repairs inventory Types of external doors Panelled Panel and glazed Fully glazed Glass Glass Rim night latch - double security (Inside) Latch Deadlocking cylinder (Outside) Lever Keep Automatic latch bolt Hold open catch Cylinder 56 Residents repairs and maintenance handbook
External doors and windows Check before you contact us... Then tell us... Weatherboard rotten/broken What type of door is it? (See diagrams opposite) What is it made from? (Wood, metal or plastic) What is wrong with it? (Rotten, broken etc) Repairs inventory Glass damaged You could be recharged for this work. See notes on glazing, page 33). What type of door is it? If fully glazed, which panel(s) is damaged? Is it your own door or a communal one? Is it front or rear door? Is it single or double glazed? What type of glass is it? (Clear, wired or obscure) Is your home secure? Draught coming around door Where is draught coming from? (Between wall and frame, around door or under door) Is there any draught proofing around door? Rain coming in under door Does door have a weatherboard? (See diagram on page 54) Residents repairs and maintenance handbook 57
Repairs inventory Mortice deadlock Keep Escutcheon Keep Rim lock Knob Deadlock Deadlock Latch Mortice claw bolt deadlock (for sliding doors) Internal door latch Keep Thread escutcheon Keep Lever handle Claw blot Keep Mortice sash lock Lever handle Outside door pull Deadlock Latch Barrel cylinder 58 Residents repairs and maintenance handbook
External doors and windows Check before you contact us... Tenant s own locks are your own responsibility. Then tell us... Door lock not working What type of lock is it? (See diagrams opposite) What is wrong with lock? (Lever handle faulty, spring worn out, striking plate out of place or lock not fitting into keep etc. See diagrams opposite) Which door is affected? What is door made of? (Wood, metal or plastic) Is your home secure? Is the lock part of a door entry system? Repairs inventory Lost keys are your responsibility. Does a warden hold a master key? Keys lost/locked out Are you locked out of your home? What type of lock is it? (See diagrams opposite) Where is the door? (Front, rear, patio or store) Contact your warden Ironmongery missing/not working What fitting is it? (e.g. letterplate, door handle) Is door not closing properly? Is your home insecure? Residents repairs and maintenance handbook 59
Repairs inventory Sash window Fastener Casement window (as seen from outside) Trickle vent Sash cords Fastener Weights Stay Stay Window sill Tilt and turn window Opens in for ventilation Pivot window Pivot hinges Fasteners 60 Residents repairs and maintenance handbook
External doors and windows Check before you contact us... If you can do it safely, remove any loose broken glass which could be dangerous to others, and wrap it in newspaper before disposing of it safely. You could be recharged for this work. See notes on glazing, page 33. Then tell us... Glass damaged Is it single or double glazed? Where is the window? (Which floor of the building, a communal window or one to your home) What type of glass is it? (Clear, wired, or obscure) What is window frame made of? (Wood, metal or plastic) Is your home secure? Repairs inventory Window frame jammed What is frame made of? (Wood, metal, or plastic) What type of window is it? (Sash, pivot or tilt window etc. See diagrams opposite) What is causing problem? (Rotten wood, hinges or sash cord broken etc. See diagrams opposite) Is your home secure? Residents repairs and maintenance handbook 61
Repairs inventory Keep Thumb catch Fitch sash fastener Brighton sash fastener Screw Hook casement fastener Restrictor stay (prevents window opening fully) Hook plate Casement stay Pin place Stay arm 62 Residents repairs and maintenance handbook