Window Replacement Handbook Planned Programme Service For general advice: % 0117 35 25402 Date published: September 2013 www.bristol.gov.uk
We need to repair or replace some/ all of your windows, please read this leaflet carefully. It provides important information about the work to be carried out and how it will affect you. If you have any questions or concerns please discuss them with the contractor. Depending on the type of home you live in, the work may vary slightly from what is stated in this leaflet. Contents Page Why do we need to do this work? 2 Before work starts 3 During and after the work 6 Operating your windows 8 Care guides 9 Condensation 11 Safety and security 12 Health and safety advice 12 Satisfied with the service you received 15 1 Window Replacement Handbook
Why do we need to do this work? Windows, like any other element of your home, have a lifespan. Yours are now due to be repaired or replaced. Do I need to have this work done? We strongly recommend that you agree to this work: n Your home will be warmer at a lower cost. n Your home will be weather proof. n For your health and safety. If you do not want this work carried out a disclaimer form will have to be signed. What will be installed? If you live in a conservation area n If your windows are in a good condition they will be repaired and painted. n If not they will be replaced with new lockable double glazed sash windows. n Where agreement can be sought with the Planning Department, P.V.C.U sliding sash windows (that look like timber and can be tilted for cleaning) will be fitted. If you do not live in a conservation area n New white C rated P.V.C.U double glazed windows, with white locking handles will be fitted. All windows will be manufactured to FENSA standards and P.V.C.U windows will meet part L of the building regulations (thermal quality). All upstairs windows, apart from in the bathroom, Window Replacement Handbook 2
will contain a pane that can be opened. This will allow you to escape in the event of a fire/emergency. All bathroom windows will come with obscure glass. Before work starts All of our staff, contractors and sub-contractors carry ID badges. Please make sure that you are happy with their identity, before letting them into your home. If in doubt close the door and contact the Customer Services Centre on 0117 922 2200. Who will do the work? The work will be carried out by a contractor acting on our behalf. If you have any questions about the work please contact the contractor. All of our staff, contractors and sub-contractors work to a code of conduct. They will: n Dress appropriately and take care of their personal appearance. n Make every attempt to turn up at agreed times. n Identify themselves on arrival at your home and whenever requested. n Be polite and courteous at all times. n Work in a safe and secure manner. n Respect your choice of lifestyle, culture, beliefs or opinions. n Carry out the work to a high standard. n Use plastic sheeting where appropriate. 3 Window Replacement Handbook
They will not: n Use your toilet, power, gas and water without seeking your permission. If they do use your toilet, they will leave it clean. n Use offensive language, play music or take part in loud or disorderly behaviour. n Comment on your home, you or your lifestyle. n Smoke in your home, consume alcohol or use banned substances. n Eat food, unless offered, or leave wrappers or empty containers in your home. n Bring visitors unrelated to the work, animals or pets into your home. n Interfere with or mistreat your animals or pets, if you have any. n Block your driveway, access paths, parking area or your vehicles without seeking your permission and then for no longer than is necessary. n Use any part of your home for on-site storage without seeking your permission if they need to do so. n Use your phone, except in the case of an emergency, without seeking your permission. n Leave your home unsecured or subject to damage from the elements. Window Replacement Handbook 4
Home Visit You will be visited by the contractor who will: n Explain the work to be done and how it will affect your household. n Survey your windows. Where new windows are required, detailed measurements will be taken. n Discuss the style of the windows. There may be the option to keep them as they are. However, they may need to be changed to meet fire regulations. n Tell you what is required from you during the works with regards to your health and safety, together with your responsibilities to the installers. When will the work be done? The contractor will contact you to agree a start date. If your circumstances change (eg you have to go into hospital) please contact the contractor as soon as possible to arrange another date. Please use the contact details on the letter they sent informing you of the works to be carried out. If you require new windows it will take between four and six weeks to manufacture them. Installing the windows could take up to five days to be completed. It depends on the number needed, access requirements and the weather conditions. No window will be left unsecured during the progression of works. What is required before the work starts? As directed by the contractor before the work starts you will need to: n Remove any items from around the outside of your home, to allow scaffolding to be erected. n Remove curtains, net curtains, blinds, pictures, items on the walls or furniture near to the windows. 5 Window Replacement Handbook
You must make sure that the area where the contractor will be working is clear. Bristol City Council and its contractors cannot be held liable for any damage caused during normal work activity. If you are unable to do this because of age, disability or ill health please let the contractor know. They may be able to arrange for this to be done but you will be asked to complete a disclaimer form. We cannot be held responsible for any damage. What will be done? n Scaffolding will be erected around your house. n If you live in conservation areas any wooden windows, which are in a good condition, will be repaired and repainted where appropriate. If not, new wooden or P.V.C.U. windows (if permission is given by the Planning Department) will be installed. n If you do not live in a conservation area all of your windows will be removed and the surrounding brickwork will be repaired. New P.V.C.U. windows will be installed. During and after the work What disruption will there be? The work may be noisy. Only one window will be done at a time but you may not be able to use some of your other rooms whilst the work is underway. Access to your home should not be affected. Your home will be treated with courtesy and respect. Dustsheets will be put down and any mess cleared away. Window Replacement Handbook 6
Will my decorations be damaged? We aim to minimise any damage to your decoration. The contractor may need to fit some internal beading to ensure a satisfactory finish. No allowances will be made towards the cost of redecoration. Scaffolding It will be necessary to erect scaffolding to provide safe access in accordance with Health and Safety law. Please be aware that scaffolding can be a danger to children and unauthorised users if they are allowed to climb on it. The contractor will try and restrict access to the scaffolding. However, we would advise that you keep windows closed and locked wherever possible, to prevent children climbing onto the scaffolding. This will also improve the security of your home whilst the scaffolding is in place. Please be aware that the scaffolding may interfere with the signal for satellite dishes. Therefore, during the period the scaffold is erected television viewing may be affected. The contractor cannot accept liability for damage to satellite dishes that have been fitted without the approval of the Repairs and Maintenance Service. You are advised to remove dishes prior to the erection of scaffolding, if you have not got the appropriate consent. How do I know the work is done properly? Our surveyors will check a sample of all work to ensure that it has been done to a high standard. If you have any problems please contact us on: 0117 35 25402 or email: cyclicalplanprog@bristol.gov.uk 7 Window Replacement Handbook
Operating your windows Open out windows This window may be opened outwards as far as you like. The hinge will keep the window in that position. Please be careful that people don t bump into them on the ground floor. You can safely lock your windows in two positions. Either fully closed or in a slightly open position to provide some ventilation. Handle operating instructions Turn the key and press the button to unlock the handle. Rotate the handle and open the window by pushing outwards. Restrictors Your windows feature restrictors. They limit how far the window can be opened. It is important to keep these on, especially if you have young children. If you wish you can release the restrictor. Slightly pull back the open part of the window so that you can release the hook. On closing the window the restrictor will automatically re-engage. However, please do check, especially if you have young children. If for any reason the restrictor, catches or any part of your window is damaged please contact the Repairs and Maintenance Service on 0117 922 2200 (Option one). Window Replacement Handbook 8
Care Guides Cleaning If you have had sash windows fitted they can be tilted 180 degrees to allow them to be cleaned. Glass Cleaning n To prevent scratches to the glass or frames please always remove jewellery before cleaning. n We recommend cleaning the glass using any normal glass cleaner using a soft cloth. For heavy dirt use soap and water. n If scratches do occur most can be removed with a cream, such as jewellers rouge. P.V.C.U Cleaning n Please always use non-abrasive cleaning agents. Some cleaning agents or liquids come with small particles that are used to scrub out the dirt and debris from the surface. However, these particles can cause scratches on the P.V.C.U windows making them look dirty. Most supermarkets stock cleaning agents especially designed for cleaning plastic or P.V.C.U. n Please avoid using steel or wool brushes to clean any stain from the windows. Instead use a soft cloth or sponge to wipe the surface. Using a soft material will make sure that you don t scratch the surface and make it look dirty. n We recommend that you wash window frames with soap and water at least every six months to remove any dirt. 9 Window Replacement Handbook
Maintaining your windows Locks n Please keep the sliding part of the lock free from dirt and oil the slots using WD40, 2 IN 1 or a similar oil at least once every six months. Please wipe away any excess. Keeps n The window keeps are the metal parts that engage the locking points, in either the fully closed or partly open position. Please keep them free from dirt and smear them with petroleum jelly or Vaseline at least once every six months. OIL PETROLEUM JELLY Handles n Please clean and lightly oil the moving parts using WD40, 2 IN 1 or a similar oil at least once every six months. OPEN Hinges n Please keep the hinges free from dirt and lightly oil the slots using WD40, 2 IN 1 or a similar oil at least once every six month. Please wipe away any excess. OIL Window Replacement Handbook 10
Decorating n Please do not paint your P.V.C.U. windows. Any coating or paint applied on the surface will not last and will give a messy look. Drainage n Your double glazed windows have drainage slots at the bottom of the frame to allow water to flow outside. Please remove any dirt at least once a month. Seals n Please note that some discolouration of the white seal at the edge of the window is normal, and cannot be avoided. Condensation Ventilation n We recommend that you open your windows as often as possible, as this will prevent condensation developing. It is caused by everyday activities such as cooking, baths, showers, washing/drying clothes and boiling a kettle. Heating We recommend that you: n Always have some heating on during cold weather, especially where condensation is a problem. n Keep your kitchen and bathroom doors closed and seal them against any draughts. This will help stop any moist air spreading throughout your home. n Keep a bedroom window open at night. 11 Window Replacement Handbook
Safety and security Safety In the event of an emergency put the keys close to each window so you can quickly open it to escape. Make sure your family and regular visitors know where they are. However, keep them in a safe place where they cannot be seen from outside. Security Your double glazed windows have a number of security features to protect your home and family against burglars. You can also help by: n Never leaving your windows open when you go out, where no one is at home. n Always locking your windows in the closed position and removing any keys. Health and Safety Advice Health and safety issues are very important to us. We will ensure that all work undertaken is carried out in a responsible and safe manner. Depending on the extent of the works, you will need to be aware of the following hazards. Children Please ensure that children are not allowed to play, or are left, in any areas where work is being carried out. This includes on any scaffolding. Employees of Bristol City Council and our contractors and subcontractors are not allowed to enter the property if there are unaccompanied children under the age of 16. Window Replacement Handbook 14 12
Pets Please remember that the disturbance may cause some distress to pets. Please keep them out of harms way during the works to ensure that they do not get injured or cause any accidents. Pets are to be kept under control at all times to ensure there is no risk to employees or contractors. Restricted access During the works we may need to place some temporary barriers to restrict access. If you need to get into these areas for any reason then please inform a member of the site personnel. Dust and noise Although we strive to keep the disturbance to a minimum, a certain amount of dust and noise cannot be avoided. Floor protection will be used at all times. Dust sheets will be used at all times. We will clean up during the works and at the end of every day. Trips and falls You will need to be aware that at times building materials may be stored in and outside of your home and extra care will need to be taken when moving around. Tools and equipment Please do not touch any tools or equipment belonging to the people working on your property. This could result in injuries or accidents. 13 Window Replacement Handbook
Safe and secure Whilst working in your home, we will ensure that your property and belongings are treated with respect. Confidentiality We may need to share information about you with our contractors, to allow them to carry out work to your home. Please be assured this will be kept confidential and your right to privacy will be respected. Outside your home All of the work will be carried out around the outside of your home. Please take care around any scaffolding, barriers or materials. Please Note: Bristol City Council, its contractors and sub-contractors has an obligation under the Health & Safety at Work Act 1974 to provide a safe working environment for its employees, contractors and sub-contractors. You are therefore asked to respect their right to work in a smoke free atmosphere and not to smoke for the duration of their visit. Your co-operation will be appreciated. By law our staff, contractors and sub-contractors must wear personal protective equipment including safety shoes. Where requested they will wear overshoes, but due to the equipment they will be using, they will not be able to remove their shoes. Window Replacement Handbook 16 14
Satisfied with the service you received? At the end of the work we may contact you to make sure you are happy with the work that has been carried out on our behalf. We would be grateful if you could let us know what you think as your comments will help us to continually improve the service we provide. Complaints, comments or compliments Bristol City Council is committed to providing a high quality service to all its customers and welcomes your feedback. You can do this by submitting a complaint, comment or compliment, about the services you have received. If you wish to do this you can complete our online form at www.bristol.gov.uk/faircomment. You can also obtain a Fair Comment leaflet from any Customer Service Point or by contacting our Customer Services Centre. How to contact us If you need to contact the External Maintenance Team details are set out below. General enquiries: 0117 352 5402 Textphone: 0117 357 4444 Fax: 0117 922 2011 By Post: Repairs, PO Box 595, Bristol BS99 2AW By Email: cyclicalplanprog@bristol.gov.uk By Internet: www.bristol.gov.uk/plannedmaintenance Window Replacement Handbook 17 15
Customer Service Points If you would like to see someone in person you can visit any Customer Service Point. Please note opening hours are Monday, Tuesday and Thursday from 9am to 5pm, Wednesday 10.30am to 5pm and Friday 9am to 4.30pm. Extended opening times are available at Phoenix Court, please telephone 0117 922 2200 to check. Fishponds Robinson House Hockeys Lane Fishponds Bristol BS16 3HL. Central Bristol Phoenix Court Bond Street South Bristol BS1 3PH. Southmead Southmead House Greystoke Avenue Southmead Bristol BS10 6BQ. Lawrence Weston Ridingleaze House Lawrence Weston Bristol BS11 0QE. Hartcliffe Out of hours emergencies Symes House Tel 0117 922 2050 Peterson Square Textphone 0117 922 3892 Hartcliffe Fax 0117 922 2379 Bristol BS13 0BD. If you are unsure which team you need or you have a customers service related enquiry you can email: customer.servicepoints@bristol.gov.uk. Window Replacement Handbook 16 1
Translations If English is not your first language and you need a translation, we can get one for you. Bengali Polish Chinese Portuguese Gujarati Punjabi Hindi Somali Kurdish Urdu Kosovan Vietnamese If you would like this information in a different format, for example, braille, audio tape, large print or computer disk please contact us using the details provided in the booklet. Designed and printed on recycled paper by Bristol City Council, Bristol Design BD4584