Sustainable homes, sustainable communities Repairs Handbook
0300 123 2250 About this guide This book tells you about the repairs service we provide to you. It also tells you what we need to know in order to arrange a repair to your home and gives you guidance on how to do some simple tasks yourself. Before you contact us about a repair z Check whether you are responsible for the repair yourself. You must arrange the repair of any damage that you cause and any items that are your responsibility under the Tenancy Agreement. See Repairs you are expected to do on page 9. Also see the Handy hints sections on pages 45 to 50 to see if you can solve the problem yourself. z If we are responsible for the repair, please look at the appropriate section on pages 15 to 44 to see what details we need to know. By giving us as much information as you can, you can help us get your repair fixed on the first visit. z Decide when someone can be at home to allow the contractor in to do the work. A responsible adult must be in the home while the repair is being done. z Outside office hours you should only contact us if it is an emergency. See How to contact us on page 3. Let s be considerate Our staff and contractors will: z treat you with respect and always behave in a professional way z answer calls promptly be polite, honest and helpful at all times. We ask you, members of your household and visitors, to behave in a similar way towards them.
Contents Our services z Emergencies - what to do...1 z Reporting a repair to us...3 z About the repair visit...6 z What we do for you...8 z What you must do...9 z How long it will take...12 z Frequently asked questions...13 Contents Describing your repair z Baths, basins and showers...15 z Doors and locks...17 z Drains and wastes...19 z Electrics...21 z Floors and stairs...23 z Garages...25 z Gardens...27 z Gutters...29 z Heating...31 z Kitchen fittings...33 z Roofs and chimneys...35 z Toilets...37 z Walls and ceilings...39 z Water pipes and taps...41 z Windows...43 Handy hints z Dealing with blockages...45 z Resetting a trip switch...47 z Condensation...49
0300 123 2250 1 Emergencies - what to do Gas (smell, leak or fumes) z Call the Gas Emergency Service immediately on 0800 111999. Use a phone outside your home (even using a mobile inside could spark an explosion). z Turn off the gas and open windows. Turn the handle at the meter to the horizontal position. z Don t smoke or switch anything electrical on or off until the problem is fixed. Smoke, fumes or your smoke detector alarm sounds z If you smell or see smoke, call 999 or 112 immediately and make sure everyone leaves the property. z If there is no sign of smoke or fire, check whether the alarm has been set off by something else. Electricity (fittings or appliances sparking, flickering, giving off shocks or no electricity at all) z Do not touch bare wires, or sockets or switches. z Turn the mains switch on the consumer unit to OFF. z If you have a power cut, call the emergency number given in the phone book or on your electricity bill. Write the number down here... Water (burst pipe, flooding or no water at all) z To stop flooding, turn the mains stoptap to the right (clockwise ). z If you need to shut off the supply of water to a fitting, such as a toilet or basin, you can use the isolation valve on the pipe leading to it (if there is one fitted) by using a screwdriver. z If you have no water supply coming into the property, phone your local water company. You will find the number in the phone book or on your latest water bill. Write the number down here... If you are at risk of flooding, call FLOODLINE on 0845 988 1188.
Where is it in your home? It is good idea to fill in the boxes below to show where these items are in your home. This information could be very important if there is a problem in your home, particularly if it is an emergency. z Gas meter z Consumer unit (fuse box) OFF mains gas handle consumer unit (fuse box) Emergencies - what to do z Mains water stoptap mains switch z Isolation valves 1 2 3 ON OFF ON OFF mains water stoptap isolation valve Regular checks You need to check your property regularly to keep it in good order. You should: z test your smoke detector every week and change the battery every 12 months z check your main stoptap every six months z check the whole water system (pipes, radiators etc) for minor leaks every three months z check plugs and flexes every month for wear and tear z lubricate hinges on windows and doors regularly. 2
0300 123 2250 Reporting a repair to us When you are ready z When you call us, have this book with you when you talk to us. Also have a pen and paper ready to write down any information we give you. z Tell us your name, address, phone number and e-mail address (if you have one). z Let us know if you are hard of hearing or you will take time getting to your door. How to contact us z phone us z Monday to Friday 9am to 5pm... 0300 123 2250 z out-of-hours emergency... 0345 266 6527 (5pm to 9am; weekends and bank holidays) z online z MyHastoe Resident Portal... www.myhastoe.com z e-mail... customerservices@hastoe.com z visit our website...www.hastoe.com z visit or write to us z South and Head Office - Marina House, 17 Marina Place, Hampton Wick, Kingston upon Thames, Surrey KT1 4BH z West Office - Fleur de Lis, Middlemarsh Street, Poundbury, Dorchester, Dorset DT1 3GX z East Office - Rectory Farm Barns, Little Chesterford, Saffron, Walden, Essex CB10 1UD Opening times are Monday to Friday 9am to 5pm. If you intend to visit these offices in person, we advise that you telephone to make an appointment first. This will enable us to ensure that the correct person is available to deal with your enquiry. 3
Appointments We offer appointments for non-emergency repairs. Our contractors will phone you to make arrangements. Please make sure that you keep appointments or let us know in advance if you are unable to. Emergencies z Repairs are designated as emergency where there is either a risk to someone s life or a risk of serious injury if not repaired immediately, including repairs that cannot wait until the next morning. z An emergency repair will be dealt with as quickly as possible. We expect tenants to remain in the property, if safe to do so, and that access will be given to our contractors. z The contractor who visits may only do the necessary work to make your home safe. This will mean that a follow-up visit is necessary on another appointment to finish the repair. If you call out a contractor for non-emergency repairs you may be recharged if those repairs are not deemed as emergency. Your Right to Repair If we fail to carry out certain repairs without good reason or with the prescribed timescales, you can carry them out and claim back money from us. You must have our permission before you start work. This is known as your Right to Repair. There is a procedure you need to follow if you want to do this. The scheme is complicated and it is best if you ask advice from the Citizens Advice Bureau or your solicitor first. We will not make any payment unless you have our permission in writing. For more details of the scheme, please contact us. See How to contact us on page 3. Reporting a repair to us 4
0300 123 2250 What happens next We will assess the repair z We will discuss the repair with you. z We will put the details onto our computer. z We will tell you how quickly we will deal with the repair. See How long it will take on page 12. We will arrange the repair z We will place an order with a contractor or, if necessary, we may arrange for someone to visit your home to assess the problem before placing an order. z If it is an emergency, we will ask you to stay at home until the contractor arrives. z For urgent and routine repairs, our contractors will contact you direct to arrange a suitable appointment. We will confirm z What repair work will be done. z The contractor carrying out the repair. z How soon the work will be done. Repairs service monitoring We monitor the performance of all our contractors to ensure they are providing a good service. Your feedback is very important to us. To do this, we will send you a text shortly after the repair has been carried out to see if you are satisfied with our repairs service. 5
About the repair visit Preparations you may need to make z Once you have agreed an appointment date with our contractor, we expect a responsible adult (someone who is at least 18 years old) to be at home on that day to allow the contractor into your home and to stay in while the repair is being done. z Make sure your prepayment meter for electricity or gas is in credit. Contractors may need to use these to carry out checks. z Put away any breakable or valuable items so they don t get damaged accidentally. z We will tell you if you need to move or protect any furniture, or if you need to take up floor coverings, such as carpets or laminate. You should do this before the contractor arrives. If you are having difficulties arranging this, please let us know. When the contractor arrives z Check identity cards! Before you let anyone into your home you should check their identity card to make sure they are genuine. If they are calling to carry out a repair, service or inspection, you can also ask to see their work instructions. z Keep your children safe while work is being done and keep any pets you have in your home out of the way. z Our contractors and staff must have a smoke-free environment to work in. You should stop smoking before they arrive and not smoke while they are working. z For some repairs, the contractor may use the first appointment to measure for materials. They will then arrange with you a suitable time to come back to do the repair. z In bad weather we will always make things safe but contractors may not be able to carry out repairs to the outside of the building. This is for their own safety. About the repair visit 6
0300 123 2250 Contractors working in your home must: z show respect for you and your home at all times z treat all details about you in confidence z introduce themselves and show you their identity card z show consideration to the needs of disabled and vulnerable tenants z explain what they are going to do and how long they expect it to take z close doors and gates when coming in and out of your home z make sure that the materials and tools they use, including scaffolding and controlled substances, do not cause danger to anyone in your home z protect your belongings from damage, dust and paint z make sure that electricity, water and gas are connected at the end of the day z clear rubbish they have produced from your home at the end of each working day. Contractors are not allowed to: z smoke, drink alcohol or play radios z use mobile phones, unless it is to deal with matters relating to the work z move your belongings without permission and without you being present z receive gifts (including money) from tenants or members of the household z be left in your home alone z keep keys to your home z carry out private work for you. 7 Also, they must ask your permission to: z use any of your belongings, such as ladders or chairs z use your phone z use your toilet or go into other rooms in your home z take their lunch break in your home z use your electricity supply.
What we do for you Outside your home We repair and maintain the structure and outside parts of the property you live in, such as gutters and roof tiles, main path leading to your front door, and any fittings or facilities in shared areas, including stores, garages and car parking areas. We also look after fences that border onto public roads, footpaths or shared gardens. What we do for you Inside your home We are responsible for all water or gas pipes up to the meter (beyond the meter is the responsibility of the water or gas provider). We are also responsible for the heating and hot water system, drains, power and circuits, ceiling and wall plaster, and any items originally put in by us, such as baths, toilets and so on. However, some items are your responsibility. See What you must do on page 9. Safety checks and servicing We must, by law, carry out a gas safety check once a year in all our properties that have a gas supply. This is to make sure that all the gas appliances, fittings or pipework we provide are safe for tenants to use. You must allow us in do the safety check and servicing. If you don t, we will take you to court. This will involve costs that you will have to pay for. It is your responsibility to make sure that your own gas appliances are serviced every year. We may ask to see the certificates. You must make sure that air vents do not become blocked. This prevents the build-up of carbon monoxide. 8
0300 123 2250 9 What you must do Your main responsibilities are: z to keep your property and garden clean and tidy, to a reasonable standard z to pay for the repair of any damage that has been caused by you, a member of your family or a visitor to your home, or by forced entry by the police. See Damage and paying for it on page 11 and Home contents insurance on page 11 z to decorate the inside of your home z to repair and maintain any fixture, fitting or appliance you have put in, or any improvements you have carried out z to take action to prevent and control condensation and pipes from freezing or bursting. See Condensation on page 49 z to leave your home and garden clean and with no outstanding repairs or damage you are responsible for, at the end of your tenancy. We will seek to recharge you for any subsequent repairs we undertake, for which you were responsible z to let us know as soon as you notice a repair is needed and to take action to prevent it getting worse z to allow us access to the property to carry out any necessary repairs, annual safety checks and inspections. Repairs you are expected to do You may do these yourself, or arrange and pay to get them done. We have provided some Handy hints at the end of this book which may help you with some of these tasks (see pages 45 to 50). Inside your home: z getting new keys or changing locks when you lose your keys, or you get locked out or a lock has broken (if it is a multi-point lock you need to contact us) z replacing fittings such as door knockers, handles, letterboxes, security chains, spyholes and bells
z adjusting internal and external doors, particularly when you have new floor coverings fitted z adjusting internal doors when they are sticking z refixing loose or broken door handles on internal doors z replacing handles, hinges and catches on kitchen units you have installed z fitting hooks, curtain rails, blinds and shelves z replacing broken glass in windows, unless it is caused by vandalism or a break-in and you can supply us with a police crime reference number (not an incident number) z fitting TV aerials and cables z replacing light bulbs, fluorescent tubes and starters z testing and cleaning smoke detectors and replacing the battery when it gets low z clearing blockages in basins, sinks, baths, and in your own washing machines and dishwashers. When we clear the blockage, if we discover the blockage has been caused within your home, we will seek to recharge you for the cost z trying to clear blocked toilets, unless it is a general problem in a block of flats or a row of houses z fitting new toilet seats z replacing plugs and chains on baths, basins and sinks z installing and repairing washing machines, dishwashers or tumble driers, including the wastes, supply pipes and vents if they are not already there z installing cookers, electric or gas z getting rid of pests, such as fleas, wasps, bees and vermin z getting chimneys swept annually. Outside your home: z replacing clothes lines and posts, unless in a shared area z keeping gully grids clear of leaves, rubbish and so on z looking after garden paths (we look after the main one to your front door) z maintaining and replacing garden gates and any fencing between you and your neighbour s homes z repairing steps, patios, wooden sheds, or other garden features such as decking. What you must do 10
0300 123 2250 Other tasks you need to do: z setting heating and boiler controls correctly (thermostats, programmers and so on) z resetting trip switches (see Resetting a trip switch on page 47) z cleaning extractor fan vents z oiling door and window hinges z descaling showerheads z ensuring you use the appropriate fuel for solid fuel stoves and/or open fires z ensuring you regularly clean the baffle/throat plate on your solid fuel stove. Damage and paying for it If you or anyone in your home (including visitors or pets) cause damage to your home, you must arrange to get it repaired to a professional standard. For electrical work the contractor must be NICEIC qualified and for gas-related repairs they must be Gas Safe (formerly CORGI) registered. If we have to do the repair to make sure you and your family are safe, you will have to pay us for this. If someone else causes the damage, we will make your home safe but we will only do more work if you give us a police crime reference number (not an incident number). 11 Home contents insurance We insure the building you live in (building insurance) but we do not insure your personal belongings. We strongly advise you to take out home contents insurance. This will cover you against damage to items such as carpets, furniture and decorations. For example, if there is a water leak we are not normally responsible for any damage to your belongings or any fittings in your home or a neighbour s home.
How long it will take Please let us know when a repair is needed. When you report a repair we will discuss the problem and decide how quickly we will deal with it. We group repairs into response time categories. The times are measured from the date you report the problem to us. We may need to look at a problem before repair work can be ordered. We do this by appointment within the response period. z Priority 1 - Emergency: we will attend (make the situation safe) within 4 hours and do the work within 24 hours. This is for repairs to remove immediate danger to people and avoid flooding or major damage to the property. For example, loss of heating and hot water (between the months of October and April), blocked drains, or total loss of electricity or water. We will usually only do work to make the situation safe at the first visit and carry out a full repair, if required, at a follow up appointment. z Priority 2 - Urgent: we will arrange an appointment and do the work within 10 calendar days. This is for repairs such as minor leaks from a water pipe, tank or cistern. z Priority 3 - Routine: we will arrange an appointment and do the work within 28 calendar days. This is for all other repairs where the problem does not cause immediate inconvenience or present a danger to occupants or the public, but should not wait for planned work. z Planned work. We carry out a programme of planned work to maintain and improve our properties. This work can include external decoration, replacement kitchens, new roofs, improvements to energy efficiency or replacement windows. You will be consulted before any works are carried out in your home. How long it will take 12
0300 123 2250 Frequently asked questions Q What if I can only be in at certain times? When you report a repair, let us know what times of day are convenient for you. If you can t be in during our contractors normal working hours, you could arrange for a neighbour, relative or friend to wait in for you. This person must be a responsible adult and must stay in the home while the contractor does the work. Q What if I can t keep an appointment? Contact us as soon as possible to arrange another appointment. If you are not in when the contractor comes to do a repair, he or she will leave a card telling you that your repair has been cancelled. You need to phone us again if you still want to have the repair carried out. Q What if I can t carry out my responsibilities? You must take care of the inside of your home and do certain repairs. If you are elderly or disabled and have no-one who can help you with these repairs, we may be able to help you or put you in touch with organisations that can help. Sometimes, for reasons of safety or security, we have to carry out repairs that are your responsibility. We will charge you the full cost of the repair. Please contact us if you need further help or advice. 13 Q Do I have to pay for any repairs? If damage was caused by you or someone in your home (or police forced entry), we expect you to repair it or arrange for someone to do it for you. If a repair is the result of a break-in or vandalism, we will only carry out work to make your home safe. See Damage and paying for it on page 11.
Q What standard of service can I expect? We will respond to repair problems in an efficient and helpful way. All repairs are carried out by our contractors who are committed to working to a high standard of workmanship. Anyone working in or around your home must follow certain rules of behaviour. See Contractors working in your home on page 7. Q Do you check the quality of the repair work? We carry out regular checks to make sure that we are providing a good standard of service. We also rely on you to let us know what you think of the work we do. To do this, we will send you a text shortly after the repair has been carried out. Please complete the short survey to let us know your views on our service. Frequently asked questions Q Can I make suggestions about the service? We welcome your comments on the services we provide. Although we aim to get our services right, there are times when things go wrong. We also hope that you would like to tell us when we are doing things right. Your feedback is important and helps us to improve our services. You can contact us in any of the methods identified on page 3. Q Can I claim for damage to my property? If damage was caused by our contractors, you need to report the problem to us. If you want to make a formal complaint, please contact the Hastoe Hub and explain the problem. You are responsible for all other damage, for example accidental damage. You should take out home contents insurance to help you pay for this. See Home contents insurance on page 11. 14
0300 123 2250 Baths, basins and showers seal panel filler wall tiles taps shower head shower unit bath panel (side) bath frame adjustable feet bath hose electric shower shower ceiling switch tiled splashback combined tap and shower attachment shower mixer valve seal seal shower tray seal wall tiles tiled splashback basin basin trap wastepipe towel rail bracket pedestal 15 wash hand basins OMFAX LTD 2016
Your responsibilities z Cleaning drains and wastes regularly to prevent blockages (you must try to clear blocked baths, basins, sinks yourself, see Dealing with blockages on page 45). z Replacing toilet seats, as well as plugs and chains to baths, basins and sinks. z Descaling and replacing showerheads and hoses. z Repairing any items you have installed yourself, such as taps, toilet seats, showers or extra tiles. Advice z For water leaks or tap problems, see Water pipes and taps on page 41. z A blocked waste is not an emergency. You must try to clear any blockages yourself before you call us. See Dealing with blockages on page 45. z We will charge you for clearing blockages caused by items such as toys, hair etc. z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. z If we need to replace bathroom fittings which are part of a suite we will try to find a colour match. If we can t find a match we will provide it in white. We need to know z What is the problem, eg: bathroom fittings loose or broken; wastepipe leaking or blocked; splashback wall tiles cracked or broken? z If a panel, is it the side or the end? Is it made of plastic or hardboard? z If a bath or basin, what is it made of: plastic, ceramic or metal (cast iron)? What colour is it? z If tiles, what shape, size and colour are they? Baths, basins and showers 16
0300 123 2250 Doors and locks spyhole architrave door frame doorstop or bead letterplate skirting barrel rimlock weatherboard sill or threshold external door door multi-point lock weatherboard door pull snib keep cylinder rim nightlatch (Yale or Union) sill weep hole stormguard sill lever handle latch keep rising butt hinge butt hinge door hinges 17 rim lock dead lock mortice lock door handle without lock snib cylinder mortice lock (snib inside) OMFAX LTD 2016
Your responsibilities z Replacing keys or locks when keys are lost or broken, or you get locked out. z Getting extra keys cut. z Fitting bells, knobs, handles, latches, chains, or any additional locks. z Replacing broken glass, unless you give us a police crime reference number (not an incident number). z Adjusting internal and external doors, particularly when you have fitted new carpets or laminate flooring. Doors and locks Advice z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. z We will only do emergency repairs to make the property safe and secure. A full repair will be done at a later date. z If a problem is caused by vandalism or a break-in, you must report it to the police and get a crime reference number (not an incident number). We need to know z What is the problem, eg: lock stiff or not fitting properly into the keep; lock or handle broken; door sticking, not closing properly or damaged? z Is the property still secure? z Which door is it: front, back or side, or a sliding patio door? Is it a communal door? What type of lock or latch has it got? z What is it made of: wood, plastic (pvcu) or metal? z What type of lock is it: mortice, cylinder mortice, cylinder rim nightlatch (Yale or Union), rim lock or multi-point? 18
0300 123 2250 Drains and wastes cage vent pipe overflow toilet wastepipe soilpipe bath and basin wastepipe hopperhead two-pipe system sink wastepipe gully unscrew here to clean unscrew here to clean seal unscrew here to clean S trap combination trap (for washing machine) bottle trap cover frame grids downpipe hit and miss cover surround inspection chamber gully grids back inlet gully 19 OMFAX LTD 2016
Your responsibilities z Trying to clear blocked baths, basins, sinks or toilets. z Clearing blockages or repairing leaks from your washing machine or dishwasher. z Keeping gully grids clear of leaves and rubbish. z Preventing drains from getting blocked by cleaning them regularly. Drains and wastes Advice z A blocked waste is not an emergency. You are expected to try to clear it yourself. See Dealing with blockages on page 45. A blocked toilet is not an emergency unless you have no other toilet you can use. z Keep your wastes and drains clear by flushing them regularly with hot water and using cleaning products you can buy in shops. Always follow the instructions carefully. z If a blockage is caused by items such as nappies, air fresheners, condoms, tampons etc, we will charge you for the cost of clearing it. You should always try to clear it yourself before calling us. See Dealing with blockages on page 45. We need to know z What is the problem, eg: wastepipe blocked or leaking; drain smelling or blocked; gully blocked or grid missing? z If a wastepipe, which is it: bath, basin, sink, shower or toilet? z If a wastepipe is blocked: is more than one fitting blocked, or if you live in a block of flats, are any other flats affected? z If the drain is blocked, is it overflowing? z If a gully grid, is it round or square? What is it made of: metal or plastic? 20
0300 123 2250 Electrics cooker control units light test button mains switch consumer unit (fuse box) trip switches RCD (residual current device) switch spur outlet double switch switches single switch double socket single socket sockets switchless socket test button smoke detector carbon monoxide detector extractor fan bulkhead light starter diffuser fluorescent strip light batten lampholders sealed bathroom light pendant lampholder pull cord ceiling switch 21 OMFAX LTD 2016
Your responsibilities z Resetting trip switches and, if necessary, turning off the mains supply. See Resetting a trip switch on page 47. z Replacing light bulbs, fluorescent tubes and starters. z Replacing electrical plugs (not socket outlets) and plug fuses for your own appliances. z Testing and cleaning your smoke detector and replacing the battery if it is battery-operated. Electrics Advice z Do not touch bare wires and do not touch sockets or switches with wet hands. Also, if water is leaking onto electrical fittings or a fitting is dangerous, do not use or touch any switches connected to it. Contact us immediately. z Make sure that you know where the trip switches are located in your home and understand how to reset them. See Resetting a trip switch on page 47. z If you caused any damage or you call us out when you have no credit on your meter, we will charge you for calling out a repair engineer and for the cost of any repair work carried out. We need to know z What is the problem, eg: no lights or power in part of, or throughout the property; light or light switch not working; socket loose or broken? z What type of fitting or socket is it? z Are other homes in your block or nearby buildings affected? z Are there any other connected problems? 22
0300 123 2250 Floors and stairs balustrade banister handrail baluster (spindle) newel post backboard (if fitted) handrail bracket string stair tread skirting stair riser tongue and groove floorboards stairs and wooden floor winder panel rail panel style ranch style nosing tread skirting floor tiles moulding 23 riser step details concrete slab damp-proof membrane solid floor OMFAX LTD 2016
Your responsibilities z Repairing any floor covering, vinyl tiles, sheeting, carpets or laminate you have put in. Advice z We will not accept responsibility for damage to your carpets or other floor coverings, unless it is caused by neglect by our contractors. If our contractor tells you that you need to lift your floor covering (including laminate flooring), you should do this before they arrive. If they agree to help you, they accept no responsibility for any damage that happens while doing this. z If you lay carpets these should ideally be tacked down not glued. This makes it easier for you to lift them for repairs without damaging them. z If we have to replace floor tiles, we will try to match the colour but this is often not possible. z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. We need to know z What is the problem, eg: floorboard or skirting loose or damaged; tread or riser broken; handrail loose or broken; floor covering lifting or damaged? z What type of floor covering is it, eg: quarry tiles, plastic tiles or sheeting, or non-slip flooring for disability? Is it in a communal area? z What is the floor made of: floorboards, chipboard or concrete? z How many boards, panels or tiles are affected? z If stair nosing, is it on communal stairs? If so, is it metal or plastic? Floors and stairs 24
0300 123 2250 Garages cone pulley side spring catch top spring catch T hinge rising butt locking handle spring-balanced up-and-over garage door butt hinge hinges frame wheel stop end overhead track weight up-and-over garage door roller garage door cylinder lock barrel bolt 25 henderson lock monkey-tail bolt pad bolt OMFAX LTD 2016
Your responsibilities z Replacing keys or locks to garages when keys are lost or broken. Advice z If a problem is caused by vandalism or a break-in, you must report it to the police and get a crime reference number (not an incident number), otherwise we will charge you for the repair. z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. z If your garage is separate from your home, you need to explain how we can find it and get in. z If a garage cannot be locked, you are responsible for the security of anything left inside. Garages We need to know z What is the problem, eg: garage door jammed; frame damaged; roof damaged? z If a garage, what type of door is it, eg: up-and-over (metal), roller or side-hung (wooden)? Is the car stuck inside? z If a garage roof, what type is it, eg: corrugated or flat? 26
0300 123 2250 Gardens gravel board close boarding (feather edged) straining wire chain link arris rail pale hook hinge metal gate gate latch larch lap panel palisade latch T hinge post and rails (ranch) paddock rail wooden gate automatic latch hand latches gate latches suffolk latch hook and band hinge barrel bolt hook hinge 27 T hinge hinges OMFAX LTD 2016
Your responsibilities z Replacing keys or locks to shed doors when keys are lost or broken. z Maintaining your garden, general garden paths (not the main one that leads from the road to your front or back door) and other general garden features, such as patios, ponds, ornamental walls and decking, as well as repairing and replacing fencing between yours and your neighbours homes. z Repairing and replacing greenhouses, timber built sheds, stores or greenhouses. z Replacing clothes lines and rotary dryers, unless in a communal area. Gardens Advice z If a problem is caused by vandalism or a break-in, you must report it to the police and get a crime reference number (not an incident number). z Do not grow shrubs or climbing plants near or against house walls. These can damage brickwork and cause damp problems. z Any replacement fencing will be carried out in chain link, with one privacy panel adjacent to your home. z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. We need to know z What is the problem, eg: path uneven or cracked? z If a fence, what type is it, eg: wooden boarding, chain link, wire strand? How much is affected? z If a path, what is it made of, eg: slabs, concrete, tarmac, blocks? 28
0300 123 2250 Gutters stop end union outlet union union clip gutter bracket gutter angle swan neck pipe bracket downpipe shoe downpipe branch hopperhead bend rainwater gutter gutter bracket fascia soffit pipe bracket downpipe tiles back inlet gully hit and miss cover half-round deep-flow 29 gully grids square ogee gutter profiles OMFAX LTD 2016
Your responsibilities z Keeping gully grids clear of leaves and rubbish. Advice z We need to put up scaffolding for most types of gutter repair. z In bad weather conditions our contractors cannot work at height, for example on ladders, scaffolding or on the roof. This is for their own safety. z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. Gutters We need to know z What is the problem, eg: gutter or downpipe loose or leaking; bracket, joint or shoe loose or broken? z Which gutter or downpipe is it: front, back or side? z What shape is it: half-round, deep-flow, square or ogee? What colour is it? z If a gully grid: is it round or square? What is it made of: metal or plastic? z How many storeys high is the building? z Are there any other connected problems? z What is the gutter or downpipe made of: metal, plastic, concrete or other material? 30
0300 123 2250 Heating inspection window valve air release valve radiator wall-mounted central heating boiler thermostatic valve lockshield valve wheelhead valve radiator valves 020301 12.00.00 Fr Heat Info Menu timeclock programmer digital programmer room thermostat heat pump control unit OFF mains gas handle gas fire grate fire front open fire surround back boiler hearth 31 panel heater storage heater convector heater OMFAX LTD 2016
Your responsibilities z If you smell gas contact National Grid (Gas) immediately on 0800 111999. See Emergencies - what to do on page 1. z Getting your own appliances repaired and serviced by qualified engineers. z Keeping your home properly heated and ventilated to prevent condensation and to prevent pipes from bursting during cold weather. z If you have a solid fuel stove or woodburner in your home, you should ensure the baffle plate/throat plate is cleaned every month to minimise the risk of carbon monoxide poisoning. Heating Advice z Between the months of October and April, we respond to heating breakdowns on the day you call. If the heating is not working by the end of the day, we will provide you with a temporary heater. z You should make sure that your gas supply has not been disconnected because you have failed to pay your bill or feed the meter. What we need to know z What is the problem, eg: central heating not working; no hot water; radiator leaking or not getting warm; fire or heater not working? z What type of system is it: gas or electric? Is it a wall mounted boiler, separate gas fire, storage heater, convector heater, solid fuel closed fire (with or without a back boiler) or renewable system with a heat pump (ground source or air source heating)? z Have you any other form of heating or hot water heating eg: electric immersion heater, warm air (gas or electric)? z If a heat pump: what system do you have installed; are there any alarms or notifications on the display unit? 32
0300 123 2250 Kitchen fittings door knob concealed hinge ball catch roller catch D handle butt hinge flush hinge tiled splashback taps sink top hinges seal left-hand drainer base unit sink and drainer single wall unit worktop dividing strip worktop seal pull strip edging strip 33 shelf drawer door hinge front drawer runner base unit and worktop end panel plinth leg OMFAX LTD 2016
Your responsibilities z Installing washing machines, dishwashers or tumble driers, including the wastes, supply pipes and vents if not already provided. See Advice below. z Clearing any blockages in your washing machine or dishwasher. z Repairing or replacing cookers. z Repairing handles, hinges and catches on kitchen units you have installed. Kitchen fittings Advice z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. z If we have to replace kitchen units or parts of a unit, such as the worktop, drawer or door, we will try to match the colour, but this is often not possible. z If you want to install a washing machine, dishwasher or tumble drier, and there are no water supply, waste or vent connections fitted, you must get our permission to get these fitted. You are then responsible for getting them fitted and for any repairs. You are also responsible for clearing any blockages from these appliances. We need to know z What is the problem, eg: wall or floor unit loose or damaged; wall tiles damaged; worktop loose or broken; cupboard door or drawer damaged; cupboard hinge or catch broken? z What type of unit is it: wall or floor? Is it a tall unit or a corner unit? Is it a single or a double unit? z If wall tiles: what shape, size and colour are they? z Are there any other connected problems? 34
0300 123 2250 Roofs and chimneys cowl gas cowl chimney pot flaunching pointing back gutter flat roof corrugated roof step flashing chimney stack apron flashing angle ridge tile or metal ridging slates gutter fascia soffit half round ridge tile hip tiles verge pointing barge board interlocking tile barge board gable dormer valley ridge roof light hip hip end natural slate nibs 35 upstand fascia flat tile OMFAX LTD 2016
Your responsibilities z Looking after any aerial, TV socket or cable, or satellite dish you put up. See Advice below. z Getting your chimney swept at least once a year if it is used for an open fire (burning wood or coal). If you use your fire more regularly, you must also sweep the chimney more often. Advice z In bad weather conditions our contractors cannot work at height: on ladders, scaffolding or on the roof. z Do not use electrical fittings if they are wet because the roof is leaking. Do not use any switches connected to them. Contact us immediately. z If you want to put up a satellite dish on your house or communal building, you must contact us to ask for permission. see How to contact us on page 3. z We will tell you if an aerial or satellite dish needs to be taken down before repair work. You need to arrange this. Contractors may agree to take down an aerial (not a satellite dish) but will not put it back. We need to know z What is the problem, eg: roof leaking; tiles or slates loose or broken; chimney pot or cowl fallen or loose; chimney stack crumbling? z What type of roof covering is it, eg: slate, tiles, corrugated sheeting, flat felting or asphalt? z If tiles, what type are they, eg: flat, ridge, interlocking or hip? z How many storeys high is the property? z Is the roof leaking? z Is the chimney shared with another property? What is the address? Roofs and chimneys 36
0300 123 2250 Toilets supply pipe flush handle ball valve siphon unit float dual-flush button isolation valve flush pipe toilet cistern cistern overflow pipe flush pipe cistern lid cistern flush chain flush pipe cone joint toilet lid toilet seat soilpipe joint toilet pan soilpipe high-level cistern flush handle push-down button flush handle close-coupled flush-panel standard 37 low-level cisterns OMFAX LTD 2016
Your responsibilities z Repairing or replacing toilet seats. z Trying to clear blocked toilets. See Dealing with blockages on page 45. Toilets Advice z A blocked toilet is not an emergency unless you have no other toilet you can use. z If a blockage is caused by items such as nappies, air fresheners, condoms, tampons etc, we will charge you for the cost of clearing it. z We recommend you clean and clear your toilet regularly using cleaning products you can buy at shops. Always follow instructions carefully. z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. z If we need to replace a toilet which is part of an existing suite, we will try to find a colour match. If we can t find a match we will provide it in white. We need to know z What is the problem, eg: toilet blocked; overflow running; cistern leaking; pan cracked or leaking; flush handle or chain broken? z What type of cistern is it: high-level or low-level? If low level, is it a flush-panel, close-coupled or standard type? z What type of handle is it: lever handle, push down button or chain? z What colour is the suite? z If a toilet is blocked in a block of flats, are any other flats affected? 38
0300 123 2250 Walls and ceilings Inside a possible cause of dampness is earth mounded over the damp-proof course damp-proof course rising damp is usually shown by a water mark to a height of 2-3 feet damp and mould air brick (inside) ventilation black mould usually shows condensation problems mould forms Outside condensation cladding boards render hanging tiles or slates air vent (outside) ventilation 39 tile creasing brick on edge coping pre-cast concrete coping boundary walls full brick wall pointing OMFAX LTD 2016
Your responsibilities z Decorating walls and ceilings inside your home to a reasonable standard. z Filling minor cracks and holes in walls and ceilings. z Preventing and controlling the build up of moisture to prevent damp and mould appearing on the walls or ceiling. See Condensation on page 49. z Keeping air vents clear and using extractor fans (where provided). z Fitting curtain rails, pelmets, picture rails and coat hooks. Walls and ceilings Advice z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. If damage is caused by water leaking, you may be able to claim on your own contents insurance. z Do not grow shrubs or climbing plants near or against house walls. These can damage brickwork and cause damp problems. z If you want to put up a satellite dish on your house or communal building (high-rise or block of flats) you must ask for permission. See How to contact us on page 3. We need to know z What is the problem, eg: wall plaster loose or crumbling; ceiling plaster bulging; condensation or mould on walls or ceiling? z Is there any damage caused by water leaking? z If wall tiles (inside), what shape, size and colour are they? z If outside, what type of wall surface is it: render (pebbledash or smooth), pvcu boards, timberboards or hanging tiles or slates? z If a wall, what is it made of: brick or concrete blocks? 40
0300 123 2250 Water pipes and taps top-entry immersion heater bottomentry immersion heater gate valve hot water cylinder, no jacket ball valve cold water tank immersion heater draintap (drain valve) ON OFF isolation valve ball valve OFF ON gate valve (controls part of the system) OFF ON stoptap (mains water) float arm float hot water tank combination tank handwheel crosshead combined tap and shower attachment 41 modern standard high neck pillar taps mixer tap lever tap OMFAX LTD 2016
Your responsibilities z Taking steps to prevent pipes from freezing or bursting during cold weather, particularly if you are away from home. See Advice below. z Turning off your water supply at the stoptap if a water pipe has burst, and then turning on all taps to allow remaining water to flow out. z Fitting supply pipework for washing machines and dishwashers (if not already provided). Water pipes and taps Advice z You should know where the stoptap is in order to turn the water off in an emergency. It is normally under the kitchen sink or in the downstairs toilet. z If water is leaking onto electrical fittings, do not touch them and isolate the circuit at the consumer unit. See Resetting a trip switch on page 47. z If damage is caused by water leaking, you may be able to make an insurance claim on your own contents insurance. See Home contents insurance on page 11. z If you are away from home during cold weather, for example if you go on holiday or into hospital, you should leave your heating on all the time on a low setting. This will prevent water freezing in pipes. We need to know z What is the problem, eg: no water, pipe leaking or burst; overflow running or broken; tap dripping or faulty? z If water is leaking into your property: is it coming from the flat above? What is the address? Are there any other connected problems? z If no water: are your neighbours also affected? 42
0300 123 2250 Windows friction hinge top-hung fanlight trickle vent locking handle multi-point lock sill friction hinge beading or putty casement window tilt and turn pivot hinge catch keep pivot window cords sliding sash sash fastener lock casement fastener wedge fastener child restrictor 43 OMFAX LTD 2016
Your responsibilities z Replacing broken or cracked glass if you do not provide a police crime reference number. z Replacing keys to window locks. z Fitting additional window locks. z Cleaning window trickle vents. z Keeping window trickle vents clear and using them. z Painting internal window frames regularly. Windows Advice z If a problem is caused by vandalism or a break-in, you must report it to the police and get a crime reference number (not an incident number). z We will replace misted panes where there is permanent standing water across the bottom of the double glazed unit. Other misted panes will be replaced as part of the next cyclical programme. z If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. We need to know z What is the problem, eg: glass cracked or broken; frame loose or jammed; stay or fastener broken? z What type of frame is it: wooden, plastic (pvcu) or metal? z What style of window is it: casement, pivot, sliding sash or tilt and turn? z What type of glass is it, eg: plain, obscure, or wired? Is it double glazed? z Are there any other connected problems? z If a fastener, what type is it: sash, casement or wedge? 44
0300 123 2250 Dealing with blockages: how to unblock a bath, basin, shower, sink or toilet plunger brush unblocking a basin or sink unblocking a toilet plunger seal compression joint P trap unscrew here to clean bottle trap unscrew here to clean 45 General advice z The trap always holds some water which stops air or foul smells coming up the drain. z Blockages in basins, sinks or showers are usually caused by the build-up of waste in the trap: cooking oil, fat, tea leaves, hair and so on. To stop this happening you should flush wastepipes and traps with hot water regularly and at least once a month use a clearing product to clear them. (Do not use caustic soda as it destroys modern plastic fittings.) z If more than one fitting (bath, basin, sink or shower) is blocked, the blockage may be in the soil stack or main drain. This will need to be cleared by a contractor. Contact us. z Blocked toilets are usually caused by unusual objects: nappies, toys or toilet fresheners. You must not use toilets to get rid of rubbish. OMFAX LTD 2016
You need: z bowl or bucket z jug, cup or mug z wet cloth z plunger - for the toilet you can use a toilet brush z rubber gloves. Handy hints To unblock a bath, basin or sink: z scoop out most of the water z hold the cloth tightly over the overflow opening z place the plunger over the plug hole and pump it up and down quickly. To unblock a toilet: z if the pan is already full, take out some of the water using some form of scoop (for example a jug, cup or mug) and put this into a bucket z push the brush or plunger to the bottom of the pan z pump it up and down quickly about 10 times. This should shift the blockage z flush the toilet to see whether the blockage has gone z you may need to repeat this process several times before the toilet flushes normally. If there is no improvement, you should contact us. When you have finished, thoroughly wash your hands and everything you have used. 46
0300 123 2250 Resetting a trip switch: how to put the electricity back on when it has tripped off If your lights or power go off, it means your trip switches are working properly. You will find the trip switches at the consumer unit (or fuse box). The consumer unit is usually next to the electricity meter or near your front or back door. test button mains switch consumer unit (fuse box) trip switches RCD (residual current device) 47 General advice z Modern electric circuits are fitted with circuit breakers called trip switches. If there is a problem with the electrics in your home, a switch will trip off and break the electricity supply to that circuit. Some consumer units have buttons rather than switches. z If there is a problem with one of your electrical appliances, leave it unplugged and get a qualified electrician or service engineer to check it. z If there is a problem with a light, keep it switched off (put some tape over the switch) and contact us immediately. z Make sure your hands are dry when you touch electrical fittings. OMFAX LTD 2016
A trip switch or button usually operates because: z there are too many fittings or appliances on a circuit and it has been overloaded z an appliance is faulty or has not been used correctly, for example a kettle has been overfilled or a toaster not cleaned of crumbs z a power lead to an appliance, such as a TV or hair drier, is damaged, loose or badly connected z water has leaked into a circuit or spilt onto a plug z a light bulb has blown z there is a problem with your immersion heater. Handy hints What to do To reset a trip switch: z open the cover on the consumer unit so you can get to the trip switches or buttons z check which switches or buttons have tripped to the OFF position and which rooms (circuit) have been affected z switch off all the lights and appliances on the circuit. Then put the trip switch or buttons back to the ON position. If the trip goes again, it is probably because one of your appliances is faulty. You need to find out which circuit is being affected and which appliance on that circuit is causing the problem. z unplug all appliances on the problem circuit, and switch off the immersion heater z switch the tripped switch to the ON position (if it is a button press it in) z plug in the appliances one at a time until the trip goes again. The last one you plugged in will be the faulty appliance. Do not use adaptors when testing appliances. Do not carry on resetting the trip switch if it keeps tripping off. Contact us. 48
0300 123 2250 Condensation: how to prevent and control it moisture condenses mould forms steam cool surface mould forms What is condensation? z Condensation can occur in any home. You can take steps to prevent it. z It starts as moisture or steam that is produced by cooking, washing or drying clothes indoors on radiators. z The moist air turns to water (condenses) on cool surfaces such as walls, mirrors, wall tiles and windows, and even some clothes. z When the moist air is warm it rises and often ends up on ceilings and in upstairs rooms, and then forms mould. 49 If mould forms: z wipe the mould off immediately with a damp cloth. Do not use washing up liquid z apply a special fungicidal wash solution to the wall. You can get this from a hardware shop or DIY store. Read the instructions carefully before using it. Also, wear rubber gloves. Do not use bleach. OMFAX LTD 2016
Control excess moisture z Close kitchen and bathroom doors to prevent steam going into other, colder rooms. z Open kitchen and bathroom windows when cooking or washing (and for a while after) so that steam can escape, or use an extractor fan if you have one fitted. z Open some windows in other rooms for at least an hour each day to allow a change of air. z Do not use bottled gas heaters - the gas produces a lot of moisture. z Prevent mould forming by wiping down surfaces daily. z Do not block air vents. Handy hints Produce less moisture z Dry clothes outdoors whenever possible, otherwise use well ventilated rooms. z Cover pans when cooking. z Vent any tumble driers to the outside. z Cover fish tanks and remember houseplants and pets also produce moisture. Keep your house warm z Take steps to prevent heat escaping your home. z Keep your heating on all the time on a low setting when the weather is cold or very wet. This doesn t necessarily cost more than switching it on and off. 50
0300 123 2250 Your notes 51
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Hastoe Housing Association South and Head Office Marina House, 17 Marina Place, Hampton Wick, Kingston upon Thames, Surrey KT1 4BH West Office Fleur de Lis, Middlemarsh Street, Poundbury, Dorchester, Dorset DT1 3GX East Office Rectory Farm Barns, Little Chesterford, Saffron, Walden, Essex CB10 1UD www.hastoe.com No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage or retrieval system without prior permission in writing from Omfax Ltd. Designed and developed for Hastoe Housing Association by: Omfax Systems Limited, 21 The Causeway, Bicester, Oxon OX26 6AN www.omfax.co.uk OMFAX LTD 2016