Looking after your home Repairs Maintenance Improvements
The rent you pay covers the cost of most repairs and maintenance. In this leaflet, we summarise the most important information about repairs, maintenance and improvements to your home. Your tenancy agreement contains a more detailed list of repair responsibilities. Our responsibilities We are responsible for maintaining: drains, gutters and external pipes the roof, chimney and chimney stack external walls external door and window sills and frames pathways or other means of access boundary walls and fences where they are owned by us communal lighting heating and hot water supply equipment water, drainage, gas and electrical systems baths, basins and toilets Your responsibilities We have tried to make sure that your home is handed over to you in a standard that meets your expectations. We have agreed, with our customers, to a minimum standard of cleanliness which is known as our re-let standard. You would have been handed a copy of this when you moved in, please ask if you need another copy. 2
You are responsible for: painting and decorating the internal doors, walls, ceilings, window sills and window frames repairs to any fixtures and fittings that belong to you unblocking drains where you caused the damage your garden and boundary hedges minor internal repairs or replacements, such as tap washers, light bulbs, fluorescent tubes and starters, curtain rails, plugs and chains for baths and sinks, and electrical fuses repairing any installation fitted by you after the start of your tenancy removal of any wasp nest, rats, mice and other pests see Dealing with Pests booklet You are responsible for damage caused by neglect or misuse by you, your family or your visitors. How to report a repair Website contact us form at www.westwardhousing.org.uk Email repairs@westwardhousing.org.uk Call 0300 100 1010 on week days from 9am 5pm Repairs emergencies outside office hours All calls outside office hours automatically divert to our emergency out of hours call centre. You should contact the emergency repairs service only if there is a danger to you, the public or your home outside office hours. 3
Communication needs It helps us if you tell us if you: Are slow getting to the door Need a translator Need a female contractor only Your request is assessed as either an emergency or on a by appointment basis Emergencies Flood, fire or gas leaks, total electrical failure, smashed windows or doors which would leave your property insecure. Where appropriate, you should report these types of emergency to the local water, fire, electricity or gas emergency services immediately. Notify Westward as soon as you can. Repairs by appointment Within 20 working days by agreed appointment. Within 24 hours Within 20 working days 4
Responsive improvements Large projects which would usually be a routine improvement after perhaps 10 years, but needs doing sooner. After the repair Within 90 days We will make sure that any damage caused whilst carrying out the repair will be made good not just by repairing the fault but by decorating the affected areas. Tell us how we did! We will ask you to tell us about the quality of service you got from us and from the contractor around this repair. What you tell us will help us to ensure our services are those that our customers want. 5
Helping yourself Westward has provided you with a booklet called Handy Hints for Householders to help you with some basic repairs around your home. If you do not have a copy and would like one, please phone 0300 100 1010 and ask for a copy to be sent to you. Clearing blocked sinks and drains This can be a difficult and expensive problem to solve. These two important tips can help to prevent blockages in the sinks and drains in your home: never pour fat or tea leaves down the drain never put disposable nappies, sanitary towels and plastic bags down the toilet If your sink is blocked, you should try these methods to clear it first: pour boiling water down the drain to melt any fat that could be causing a blockage use a plunger unscrew the bottle trap or u bend underneath the sink. Remember to put a bucket underneath first, and then empty the trap to release any blockage. If you can t clear it, phone our repairs number 0300 100 1010. Remember if the blockage was caused by something that you put down the drain, then you may have to pay for the repair. South West Water can offer advice about fat traps www.southwestwater.co.uk 6
Installing a washing machine or shower You must ask us in writing for permission first. Although we will normally agree, we will advise you how to carry out the work, and we will want to be sure that you are using a competent person to carry out the installation, we may also be able to offer assistance by providing the name of a reputable contractor to carry out the work on your behalf. If a washing machine or shower is installed incorrectly, there is a risk of flooding. Any repairs required as a result of an unsatisfactory installation will be your responsibility. Decorating your home We will decorate the outside of your home and any communal hallways, corridors or staircases that you share with other people. This will be done on a cyclical basis (normally every seven years) and we will consult with you on colour choices and finishes before carrying out the work. You are responsible for decorating the inside of your home. Before you move out, we will visit to check if you need to do any repairs or redecorating. If you fail to carry out the work we have requested, we will reserve the right to have the work carried out by one of our contractors and send you the bill. 7
Making improvements and changes to your home You can make minor changes such as putting up shelves or wall cupboards, as long as you do not damage or remove anything or alter the property. When you leave the property you may be asked to remove your minor changes and make good any fixing holes. You can make improvements and alterations to your home but you must get our permission in writing first. e.g: install a shower move heaters remove wall/space heaters change the kitchen change the bathroom build a patio install a satellite dish install aerials install CCTV cameras install outside lights carry out self-funded adaptations This list is only an example and you should always ask if permission is required before making alterations in advance of making any changes. You can make improvements and alterations to your home but you must get our permission in writing first. 8
You should describe the work you want to do. Where possible, send pictures to illustrate your plans. Contact the servicing and compliance team on 0300 100 1010 or email repairs@westwardhousing.org.uk We will not withhold permission unreasonably for such alterations, however they may be subject to local authority planning permission or building regulations which must be obtained before going ahead with any works. Please remember that the alterations you make may have an impact on your neighbours quiet enjoyment of their home and that it is always wise to consult your neighbours about any installations such as cameras, lights and aerials. If you carry out any alterations without permission, we may instruct you to remove them, or reinstate how it was. You are responsible for the ongoing repair and maintenance of any improvements or changes you make to your home. 9
ALARGE PRINT CD In some cases, you may be required to remove the improvements if you decide to move out of the property, or if the improvements are permanent i.e an extension or conservatory, you might be entitled to compensation when you move out. Please ask us in advance for information about the procedures. Meeting your needs We may be able to help you or someone in your household to live independently if they are affected by a disability or have a particular need. This may include making reasonable adaptations and alterations. Please ask us for more information about what we can do for you. Homes Without Barriers Aids and adaptations to your home Making homes work for you Are you, or someone who lives with you, having problems getting around your home or managing everyday tasks because of a disability, long term illness, or because you are getting older? We can help you to choose options that give you independence and make you feel more confident. If you, or someone you know, would like the Homes Without Barriers leaflet in large print, on CD, in Braille, or translated into another language BRAILLE? please contact our Communications Team on 0300 303 8530 or email info@westwardhousing.org.uk ANOTHER LANGUAGE Westward is committed to treating all people with fairness and respect. We aim to actively help remove barriers and open doors for our customers and staff and foster good relations within the communities we serve. 10
Improvements that we make We maintain our properties to a high standard, we periodically replace kitchens and bathrooms, windows, doors and central heating systems. There is a programme of on-going improvements which you can see on our website. We will always let you know in advance of what we plan to do and how it will affect you. You will have the chance to give us your comments and we will take your views into account prior to doing any work on your property. We work closely with the appointed contractor and you to reduce any inconvenience and disruption. If your possessions are damaged as a result of faulty workmanship or carelessness on the part of the contactor, you may be entitled to claim for compensation. In very rare circumstances you may need to temporarily move out for a short time because of the work in your home. We will always give you advance notice if this needs to happen. We will find you temporary accommodation and pay reasonable expenses of removals and storage. You will continue to pay rent for your home, but not for the temporary accommodation. In some cases, your service charges could go up as result of certain improvements, but we would discuss this with you first. 11
Repairs default scheme We work hard to provide an efficient and responsive repairs service. If you have reported a repair to us and it has not been fixed within our timescales, tell us. In some cases you can arrange for the repairs to be done by a contractor. repairs@westwardhousing.org.uk Repairs and Maintenance: 0300 100 1010 Text: 07990 536536 with your name, address, phone number and brief outline of query. www.westwardhousing.org.uk If you have hearing problems, please use the RNIDTypetalk service on 18001 0800 500 888 (textphone users) or 0800 7311 888 (hearing people). Templar House, Collett Way, Newton Abbot TQ12 4PH If you or someone you know would like this Looking after your home leaflet on CD, in large print, in Braille, or translated into another language please contact our Communications Team on 0300 3038530 or email info@westwardhousing.org.uk @WestwardComms Westward includes: Westcountry Housing, Tarka Housing, Help to Buy South West and Horizon Homes. Westward Housing Group Ltd is an exempt charity, reg. soc. no. 30308R. Westcountry Housing Association Ltd, exempt charity, reg. soc. no. 19141R. Tarka Housing Ltd, Tarka House, Clovelly Road Industrial Estate, Bideford EX39 3HN. Exempt charity and reg society no. 30101R. Feb 2015