Linc-Cymru Repairs Handbook

Linc-Cymru Repairs Handbook People Homes Communities

Where to find equipment Please fill in the details in the box below.this information may be useful when you have to report a repair. Item Stopcock (water) Fuse box Gas on/off lever Trip switch (electricity) Boiler and heating controls Water tank Position Front cover drawings from left to right designed by: Elli-Mae Jones, aged 8 Blaina, Blaenau Gwent Jeynon Edwards, aged 9 Brackla, Bridgend Jordan Lewis-Iles, aged 8 Trowbridge, Cardiff Callum Owen-Williams, aged 11 Nantymoel, Bridgend

Linc-Cymru aims to provide all its tenants with an efficient and high quality repairs service. This Repairs Handbook will help you explain what repair is needed, we will then be able to pass on the information to our contractors. Collecting the correct information at the time of reporting the repair will help the contractor to prepare, organise and complete the repair. This handbook tells you: how to identify and report a repair; what repairs are your responsibility; what repairs we will do; what you can expect from us. Introduction Keep this handbook in a safe place until you need to report a repair. www.linc-cymru.co.uk Freephone 0800 072 0966 1

Introduction..............................1 Information for tenants How to report a repair................3 4 Helpful advice and information.........4 6 Floors, walls and ceilings..............22 23 Garages...............................24 Gutters and downpipes.................25 Heating and hot water...............26 28 Contents Repair responsibilities Repair priorities.........................7 Repairs which are your responsibility.......8 Rechargeable repairs.....................8 Who is responsible for repairs?.........9 13 Repair diagrams Baths and showers..................14 15 Door repairs...........................16 Door locks and fittings...............17 18 Drainage..............................19 Kitchen units...........................29 Outside of the property.............30 32 Roofs.................................33 Sinks and basins.....................34 35 Stairs..................................36 Toilets.................................37 Water services.........................38 Windows..........................39 41 Handy hints..........................42 51 Electrics...........................20 21 Repair details............................52 2 www.linc-cymru.co.uk Freephone 0800 072 0966

How to report a repair You can report repairs using one of the following: 1 By telephone Heating and plumbing 0808 2 082 432 All other repairs 0800 072 0966 (5.00pm to 8.30am is for emergency calls only, see page 7 of this handbook). 2 Visiting our office 387 Newport Road, Cardiff, CF24 1GG. 3 On the Linc-Cymru website www.linc-cymru.co.uk for reporting non-emergency repairs. 4 By e-mail 5 By letter contact.centre@linc-cymru.co.uk 387 Newport Road Cardiff CF24 1GG 6 To any member of Linc-Cymru staff if they visit your home. Please refer to the diagrams in this booklet when reporting a repair. When you report a repair, or ask someone else to do it for you, please give as much information as possible. Our staff will ask you questions about the fault and offer you a solution. If we have enough detail we may be able to order the repair straight away. Information for tenants www.linc-cymru.co.uk Freephone 0800 072 0966 3

Information for tenants If we have not got enough information we may have to send someone to your home to look at the problem. When you notify us of the repair, please also have the following information available: your name, address and telephone number where we can contact you; details of the access arrangements which the contractor or inspector will need to help undertake the repair or inspection. Helpful advice and information Emergency gas escapes If you smell gas in your home follow these four steps: turn off the gas supply, the main gas on/off handle is next to your gas meter (see diagram on the next column); open your windows and doors, this is to let the gas disperse; don t light matches, smoke or switch lights and sockets on or off, sparks from these can ignite gas escapes; phone National Grid Gas on 0800 111999 they will provide an immediate response which will involve an engineer calling at your home. Main gas lever showing on and off position On Off Please remember using a mobile phone in the property should be avoided as this could be dangerous if there is a gas leak. 4 www.linc-cymru.co.uk Freephone 0800 072 0966

Smoke alarms save lives The smoke alarm fitted in your home will give you early warning by making a loud noise if fire breaks out. Looking after your smoke alarm Do test it regularly. You can do this by pressing the test button until the alarm sounds. The alarm should stop sounding after you take your finger off the button; report any problems with your smoke alarms immediately you become aware of a fault. Don t try to disconnect your alarm; paint over the alarm, or cover it; move the alarm; remove the battery. Safe and warm If your heating breaks down over the winter and we cannot fix it by the end of the next working day, we will provide an electric heater as a temporary measure. We will also carry out a check of your heating system every 12 months and provide you with a copy of the Landlord s Safety Certificate. If your heating appliance is not working properly, or if you do not have a Landlord s Safety Certificate, please phone our Customer Contact Centre on 0800 072 0966. Frost protection Although burst pipes are less likely to happen in modern dwellings, you may need to keep your heating on in frosty weather. Information for tenants www.linc-cymru.co.uk Freephone 0800 072 0966 5

Information for tenants Frozen pipes If hot or cold water pipes freeze do not heat the water, but warm the pipe (if you know where it is frozen), occasionally turning the tap on until it unblocks. Burst pipes turn off the water at the stopcock; switch off the electricity at the mains; switch off any heating systems; turn on all taps; phone the Customer Contact Centre on 0800 072 0966; warn neighbours who might be affected. Asbestos Some properties built or refurbished before 2000 may contain building materials with an asbestos content. Asbestos materials pose little risk unless they are disturbed in some way, which releases fibres into the atmosphere. Examples of products, which may contain asbestos are roofing sheets, artex and insulating panels. Don t attempt to remove materials containing asbestos; drill into materials containing asbestos; rub down materials containing asbestos. If you are in any doubt or require any advice, please phone our Customer Contact Centre on 0800 072 0966. 6 www.linc-cymru.co.uk Freephone 0800 072 0966

Repair priorities When you report a repair it will be put into one of the following categories dependant on the type of repair and its urgency. We have given some examples below of the category a repair would be placed in. Emergency (within 24 hours) An emergency repair is one which involves a risk to your health and safety or serious damage to your home. dangerous electrical fault or complete loss of power; total loss of water supply; insecure external doors or windows; blocked or broken toilet if only one in the property; total loss of heating between 1October to 1May (subject to adjustment should adverse weather be encountered at other times). Urgent (within five days) partial loss of water supply; blocked sink, basin or bath; minor leaks which can be contained; significant water leak around or through a window or door. Non-urgent (30 days) gutters or downpipes leaking; internal door sticking; damaged fencing or gates; kitchen drawers or doors need adjusting; replacement wall tiles; plaster repairs. Repair responsibilities www.linc-cymru.co.uk Freephone 0800 072 0966 7

Repair responsibilities Repairs which are your responsibility Examples of these are: painting and decorating inside your home (except shared areas) including filling minor plaster cracks and holes; external clothes lines; keys which have been lost and gaining entry if locked out. Stolen keys are also your responsibility unless you have a crime number; adjusting internal doors for new carpets or flooring you fit; TV aerials (unless communal); light bulbs and fluorescent tubes. Rechargeable repairs We will ask you to pay for repair work to your home if caused by: deliberate damage or neglect by you, your household or visitors; repairs which are necessary as a result of alterations which you have carried out; any act of vandalism unless a crime number is obtained; leaving personal possessions in the property at the end of your tenancy. You are responsible for the decoration of the inside of your home. The tables on pages 9 to 13 shows who is responsible (you or us) for repairing certain items. If you need further advice please phone our Customer Contact Centre on 0800 072 0966. 8 www.linc-cymru.co.uk Freephone 0800 072 0966

Item Bathroom Bath Shower unit (if we have fitted it) Shower unit (if you have fitted it) Toilet pan Toilet seat Washbasin Toilet cistern repairs Plugs and chains on bath and basin Central heating Chimney and flue (the structure) Coal bunker All electrical central-heating systems (if we have fitted them) Us You Exceptions Who is responsible for repairs Item Us You Exceptions Central heating All gas-fired central-heating systems (if we have fitted them) Solid-fuel central-heating systems and open fires, including a yearly chimney sweep (if we have fitted them) Bleeding radiators Fireplace tiles Fire fronts, fire grates and ash pans that are not part of the heating systems Doors External doors Internal doors handles, catches and locks Unless older person Repair responsibilities www.linc-cymru.co.uk Freephone 0800 072 0966 9

Who is responsible for repairs Repair responsibilities Item Us You Exceptions Doors Security chains upvc doors handles, catches and locks Lost keys Door bell Draught excluders and draught strips to external doors only Electrical Communal TV aerials Immersion heater Light fitting we have installed Extractor fans Item Us You Exceptions Electrical Light switches Light pendants Shared hall and stair lighting Wiring and circuits, including the fuse box but not the meter Individual TV aerials and aerials outlets Electric fires (if you have fitted them) Electric fires (if we have fitted them) Plugs and fuses Light bulbs Unless older person Smoke alarms Fluorescent tubes Unless older person Power sockets Fluorescent light fittings 10 www.linc-cymru.co.uk Freephone 0800 072 0966

Item Us You Exceptions Electrical Outside light fittings to the front or back of the house Kitchen Cooker (if owned by us) Cooker socket Kitchen worktops Kitchen units Sink bowl and drainer Plumbing Drains blocked outside Drains blocked inside Cold-water supply and storage tank Who is responsible for repairs Item Us You Exceptions Rainwater pipes and gutters Hot-water supply and storage tank Sink plug and chain Blocked sink Blocked toilet New washers on taps Structure Ceilings and walls Damp-proof course Floors (not carpets, vinyl or other floor coverings) Outside woodwork Roughcast to outside walls Repair responsibilities www.linc-cymru.co.uk Freephone 0800 072 0966 11

Repair responsibilities Item Us You Exceptions Structure Staircases inside Entrance steps Roof structure and covering Windows PVCu window Timber windows including locks, handles and catches Glass in windows, including double-glazed units you have damaged (unless proved to be caused by vandalism, which should by reported to the police and a criminal damage form completed) Unless older person Who is responsible for repairs Item Us You Exceptions Miscellaneous Rotary dryers Except in communal areas Outside decoration Boundary fencing installed by us Boundary fencing installed by you Paths Garages Clothes lines and cords Only as part of a programme Minor infestation of pests Unless older person Miscellaneous Clothes poles Your own sheds, garages and fence 12 www.linc-cymru.co.uk Freephone 0800 072 0966

Who is responsible for repairs Item Us You Exceptions Miscellaneous Internal decorations Repair small plaster cracks Unless older person Any alterations or improvement you have carried out to the property Please remember Linc-Cymru reserves the right to carry out additional repairs for vulnerable or disabled tenants dependant on their individual circumstances. An older person means someone who is receiving a state pension. How to use the following pages When you contact us to make a repair request, we are able to process it with more speed and efficiency if you use the diagram pages. The diagrams and codes that go with them are the same ones that our staff use when they are ordering your repair. Repair responsibilities www.linc-cymru.co.uk Freephone 0800 072 0966 13

Baths and showers Baths 7 8 Pillar tap is dripping or loose Pillar tap is broken 9 10 Mixer tap is dripping or loose Mixer tap is broken 1 Water is seeping between the bath and wall 2 Bath panel is loose 3 Plastic end panel is broken 4 Plastic side panel is broken 11 Bath is blocked 5 6 Timber end panel is broken Timber side panel is broken 12 Bath waste pipe is broken Northgate (2009) 14 www.linc-cymru.co.uk Plumbing freephone 0808 208 2432

Baths and showers Showers 1 Electric shower in cubicle or over bath is not working properly 5 6 Shower head is blocked Shower head is broken 10 Electric shower in disabled cubicle is not working properly 11 Grab-rail is damaged or loose 7 Shower hose is damaged or split 3 Shower mixer on wall is not working properly 8 Shower mixer on bath is not working properly 4 Water is seeping 9 Door to disabled between the shower shower is damaged and wall or leaking 2 Shower is blocked 12 Shower seat is damaged or loose Northgate (2009) www.linc-cymru.co.uk Plumbing freephone 0808 208 2432 15

Door repairs External door 1 Door is sticking Internal door 13 Door is sticking 3 Frame is loose 8 Frame is loose 4 Frame is damaged 9 Frame is damaged 5 Door needs rehanging 10 Door needs rehanging 6 Threshold is loose 11 Architrave is loose 7 Threshold is damaged 12 Architrave is damaged 2 Weatherboard is loose or damaged Stop Frame Architrave Skirting board 14 Door stop is loose 15 Door stop is damaged Northgate (2009) 16 www.linc-cymru.co.uk Freephone 0800 072 0966

Door locks and fittings Fittings 1 Closer on top of door is not working properly 2 Closer on side of door is not working properly 3 Door chain is damaged or missing 4 Letterplate is damaged or missing 5 Door viewer is damaged or missing 6 Hinge is damaged or missing 7 Door bell is not working Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 17

Door locks and fittings Locks and bolts Cylinder night latch or Yale Mortice lock 1 Lock is broken 4 Lock with handle is broken Rim lock Bolt 2 Lock is broken 5 Bolt is damaged or missing Mortice deadlock Inside door latch 3 Lock without handle is broken 6 Latch or handles are broken Northgate (2009) 18 www.linc-cymru.co.uk Freephone 0800 072 0966

Drainage 6 Gully surround is damaged 7 Gully grate is broken or missing 8 Gully is blocked 1 Stack pipe is blocked 2 PVCu stack pipe is leaking 3 Cast-iron stack pipe is leaking 9 Manhole cover is broken or missing 10 Manhole cover is loose 4 Underground pipe has burst 5 Drain is blocked Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 19

Electrics Lighting 1 Ceiling rose is broken 2 Pendant is broken 3 Ceiling switch is loose 4 Ceiling switch is broken 5 Batten holder is loose 6 Batten holder is broken 7 Single switch is loose 8 Single switch is broken 9 Double switch is loose 10 Double switch is broken 11 Outside light is broken 12 Cover is broken on single fluorescent light fitting 13 Cover is broken on double fluorescent light fitting 14 Outside security light is broken Northgate (2009) 20 www.linc-cymru.co.uk Freephone 0800 072 0966

Electrics Power 1 Fault with power 2 Fan is not working 3 Smoke detector needs repair 4 Single socket is loose 5 Single socket is broken 6 Double socket is loose 7 Double socket is broken 8 Cooker switch is loose 9 Cooker switch is broken Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 21

Floors, walls and ceilings Floor and wall tiles 1 Grouting is damaged 6 One wall tile is loose 7 One wall tile is cracked or missing 8 Area of wall tiles are loose 9 Area of wall tiles are damaged or missing 2 One quarry floor tile is loose 10 One vinyl floor tile is loose 3 One quarry floor tile is cracked or missing 4 Area of quarry floor tiles are loose 5 Area of quarry floor tiles are cracked or missing 11 One vinyl floor tile is split or missing 12 Area of vinyl floor tiles are loose 13 Area of vinyl floor tiles are split or missing Northgate (2009) 22 www.linc-cymru.co.uk Freephone 0800 072 0966

Floors, walls and ceilings Floor, wall and ceiling repairs 1 Plaster on ceiling is cracked 6 Plaster or plasterboard is damaged 7 Plaster on wall is cracked 2 Architrave is loose 3 Architrave is damaged 4 Skirting board is loose 5 Skirting board is broken 8 Floorboards are loose 9 Floorboards are damaged or split Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 23

Garages Side opening timber garage door Up and over metal garage door 2 Garage roof is leaking 3 Tee hinges are damaged 4 Padlock is damaged or missing 5 Lock is broken 1 Door is not opening or closing properly 6 Door is not opening or closing properly Northgate (2009) 24 www.linc-cymru.co.uk Freephone 0800 072 0966

Gutters and downpipes 1 Gutter is blocked 2 PVCu gutter is loose 3 Cast-iron gutter is loose 4 PVCu gutter is damaged 5 Cast-iron gutter is damaged 6 PVCu gutter is leaking 7 Cast-iron gutter is leaking 8 Hopperhead is damaged 9 Downpipe is blocked 10 PVCu downpipe is loose 11 Cast-iron downpipe is loose 12 PVCu downpipe is damaged 13 Cast-iron downpipe is damaged 14 PVCu downpipe is leaking 15 Cast-iron downpipe is leaking Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 25

Heating and hot water Heating 1 Solid-fuel heater is not working properly 5 Gas fire is not working properly 9 Electric fire is not working properly 6 Gas fire radiants are broken 2 Radiator is partly warm 3 Radiator is loose 4 Radiator is leaking 7 Radiator valve will not turn 8 Radiator valve is leaking 10 Night storage heater is not working properly Northgate (2009) 26 www.linc-cymru.co.uk Heating freephone 0808 208 2432

Heating and hot water Hot water 1 Immersion heater is not working properly 2 Controls to boiler are not working properly Northgate (2009) www.linc-cymru.co.uk Heating freephone 0808 208 2432 27

Heating and hot water Timers, thermostats and pumps 1 Time clock is broken 3 Programmer needs setting 2 Room thermostat is broken 4 Pump is noisy or not working Northgate (2009) 28 www.linc-cymru.co.uk Heating freephone 0808 208 2432

Kitchen units Wall unit 1 Catch is broken or missing to wall or base unit 2 Hinge is broken or missing to wall or base unit 9 Shelf is broken to wall or base unit 10 Wall or base unit is loose 3 Drawer will not open or close properly Base unit 11 Water is seeping between the worktop and wall 4 Drawer runners are broken 12 Worktop trim is damaged 5 Drawer front has fallen off 13 Worktop is loose 6 Wall or base unit door is loose or not aligned with framework 14 Support under worktop is loose 7 Wall or base unit door will not open or close properly 8 Plinth is loose or damaged 15 Pull handle or aluminium trim has fallen off Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 29

Outside of the property Fencing 1 Chestnut pales are damaged or missing 6 Timber panel is damaged or missing 3 Fence post is loose 2 Line wire fence is damaged 4 Timber fence post is damaged 7 Any type of fence is dangerous 5 Concrete fence post is damaged Northgate (2009) 30 www.linc-cymru.co.uk Freephone 0800 072 0966

Outside of the property Gates 1 Gate latch is broken 2 Suffolk latch is broken 3 Timber gate will not open or close properly 8 Metal gate will not open or close properly 4 Timber gate post is damaged 6 Concrete gate post is damaged 5 Timber gate is hanging from hinges 7 Metal gate is hanging from hinges Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 31

Outside of the property Walls, paving, steps and clothes driers 1 Rotary drier is damaged 2 Concrete line post is damaged 3 Metal line post is damaged 4 Concrete path is cracked 5 Tarmac path is cracked 6 Step is loose 7 Step is damaged 8 Paving slabs are uneven 11 Brick coping is loose or damaged 12 Concrete coping is loose or damaged 13 Rendering is cracked or damaged 9 Pointing in brickwork is damaged 10 Vent is damaged Northgate (2009) 32 www.linc-cymru.co.uk Freephone 0800 072 0966

Roofs 1 Flashing is damaged 2 Chimney pot is loose or missing 3 Tiles are loose 4 Tiles are broken or missing 7 Ridge tiles are loose 8 Ridge tiles are broken or missing 9 Hip tiles are loose 10 Hip tiles are broken or missing 5 Slates are loose 6 Slates are broken or missing 11 Sloped roof is leaking 12 Flat roof is leaking Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 33

Sinks and basins Basins 1 Pillar tap is damaged 2 Any type of tap is dripping or loose 3 Mixer tap is damaged 4 Lever tap is damaged 5 Basin is loose 6 Water is seeping between the basin and wall 7 Waste is broken 8 Waste is leaking 9 Waste is blocked Northgate (2009) 34 www.linc-cymru.co.uk Plumbing freephone 0808 208 2432

Sinks and basins Sinks 1 Pillar tap is damaged 2 Any type of tap is dripping or loose 3 Mixer tap is damaged 4 Lever tap is damaged 5 Waste is broken 6 Waste is leaking 7 Waste is blocked 8 Water is seeping between the sink and wall 9 Sink top is loose Northgate (2009) www.linc-cymru.co.uk Plumbing freephone 0808 208 2432 35

Stairs 1 Handrail is loose 2 Handrail is damaged 6 Baluster (spindle) is loose 3 Tread is loose or damaged 4 Nosing is loose or damaged 7 Baluster (spindle) is damaged 8 Newel post is loose 5 Riser is loose or damaged Northgate (2009) 36 www.linc-cymru.co.uk Freephone 0800 072 0966

Toilets 1 Cistern is overflowing 5 Cistern is loose 6 Cistern is not flushing 7 Flushpipe is leaking 2 Toilet seat is loose 3 Toilet seat is broken 8 Flushpipe is broken 9 Small joint at back of pan is leaking 10 Large joint at back of pan is leaking 11 Toilet pan is blocked 4 Toilet pan is leaking 12 Toilet pan is cracked or broken 13 Toilet pan is loose Northgate (2009) www.linc-cymru.co.uk Plumbing freephone 0808 208 2432 37

Water services 1 Gate valve will not turn on or off 6 Water tank is not refilling 2 Stopcock will not turn on or off 3 Water tank is leaking 4 Knocking sound from water pipes 5 Water pipe has burst 7 Water tank is overflowing 8 Little or no water through pipes Northgate (2009) 38 www.linc-cymru.co.uk Plumbing freephone 0808 208 2432

Windows Metal windows Clear glass Obscure glass Wired glass 1 Clear glass is broken 5 Obscure glass is broken 6 Wired glass is broken 2 Metal window will not open or close properly 7 Frame to metal window is damaged 3 Putty is damaged 8 Side handle on metal window is broken 4 Draughts around window or frame 9 Bottom handle on metal window is broken Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 39

Windows PVCu windows Clear glass Obscure glass 1 Clear double-glazed glass is broken 2 Safety double-glazed glass is broken 6 Double-glazed unit is loose 3 Frame to PVCu window is damaged 7 PVCu window will not open or close properly 4 Draughts around window or frame 8 Side handle on PVCu window is broken 5 Hinge on PVCu window is broken 9 Beading is damaged Northgate (2009) 40 www.linc-cymru.co.uk Freephone 0800 072 0966

Windows Timber windows Clear glass Obscure glass Wired glass 1 Clear glass is broken 5 Obscure glass is broken 6 Wired glass is broken 2 Timber window will not open or close properly 7 Timber window frame is damaged 3 Putty is damaged 8 Side handle on timber window is broken 4 Draughts around window or frame 9 Bottom handle on timber window is broken Northgate (2009) www.linc-cymru.co.uk Freephone 0800 072 0966 41

Handy hints Bleeding your radiators Air in radiators can be a common fault on some heating systems, but it can be easily put right. If the radiator is cold at the top and hot at the bottom, you will need to bleed it. How to bleed your radiators Turn off the central heating. Insert radiator bleed key into radiator bleed vent (see the diagram above). Undo bleed vent anti-clockwise to a maximum of one turn, air should be heard escaping (hissing noise). As soon as water starts to appear, turn off the radiator bleed vent by turning it clockwise do not overtighten. A cloth should be held underneath the radiator bleed vent to catch any excess water. Turn on central heating and re-check the radiator. Please remember some central heating systems are sealed, so after removing the air from your radiators you will need to re-pressurise the system. The Association will attend to air locks in radiators for elderly or vulnerable persons. 42 www.linc-cymru.co.uk Heating freephone 0808 208 2432

Clearing a blocked waste pipe sanitary towels; air fresheners. Unblocking a basin or sink Unscrew here to clean Bottle trap Plunger Avoiding blockages Compression joint Plunger P trap Unblocking a toilet Seal Unscrew here to clean Toilet brush Air fresheners that attach to the rim of the toilet pan should be fastened securely so that they do not fall in and cause a blockage. Blockages are usually caused by unusual objects such as: nappies; toys; If a blockage happens as a result of one or several of these objects getting stuck you may be charged for clearing the blockage. General advice Blockages to waste pipes are usually caused by the build-up of: fat; tea leaves; hair in the waste trap. Please remember it is advisable to clear waste pipes and traps, preferably with a suitable product available from most DIY stores. Do not use caustic soda as it destroys modern plastic fittings. Handy hints www.linc-cymru.co.uk Plumbing freephone 0808 208 2432 43

Handy hints The trap is located under the bath, basin or sink and always holds some water which stops air or foul smells coming up the drain. However, waste material can build up and cause a blockage. To unblock a bath, basin or sink You will need the following: a bowl; a jug or cup; a rag or dishcloth; a plunger; rubber gloves. You will then need to: bale out most of the water, so the sink is half full; wet the rag and hold it tightly over the overflow opening; place the plunger over the plug hole and pump up and down rapidly. To unblock a toilet If the pan is already full, remove some of the water into a bucket using a scoop, for example, a jug or a bowl. Push the plunger to the bottom of the pan. Pump it up and down vigorously about ten times. This creates a pressure vacuum, which may shift the blockage. When the blockage has gone, pour water from a bucket into the pan and see if it clears. You may need to repeat this process several times before the toilet flushes normally. If there is no improvement after a couple of attempts, you should contact us. Thoroughly wash your hands and all equipment after you have finished. 44 www.linc-cymru.co.uk Plumbing freephone 0808 208 2432

Electrical General information Keep a torch handy. Before you report a repair If all of your electricity goes off: check you have credit on your meter or that your bill has been paid; and check if there is a power cut by checking if the street lights or your neighbours lights are on. If all of your electricity is off, you will need to contact your electricity supplier for assistance. Water leaks If there is a water leak or spillage in your home and it affects the electrics (for example, the bath overflows and water comes through a light fitting) do not use the affected points. If possible, switch off the circuit at the fuse box. Do not touch electrical points if you have wet hands. Damaged or dangerous electrical points If you smell burning or a fitting is damaged and showing exposed cables or connections, do not use it or if possible switch it off. If you are not sure which circuit it is, switch everything off. Fuse box Fuse board Trip switches Consumer unit Circuit breaker Information Handy hints for tenants www.linc-cymru.co.uk Freephone 0800 072 0966 45

Handy hints Many homes are now installed with modern fuse boxes called consumer units which contain circuit breakers or trip switches. If a fault occurs these circuit breakers switch off to prevent injury and damage. If you do not have trip switches in your home and have rewireable fuses, we recommend that you do not attempt to repair or replace them. Trip switches can operate for various reasons, some of these are: an overloaded circuit (for example, too many appliances being used at once); faulty or misused appliances (for example, cookers and extension leads); unclean cookers or toasters; overfilled kettles; faulty immersion heaters; If your lighting circuit goes off, check that the trip switches marked lights are switched on. If any are off, switch off the main switch (usually the red one at the end), reset the circuit breaker and switch the main switch back on. Check to see which lamp has blown. If your sockets go off, unplug everything and switch off the main switch (this is usually the red one at the end), reset the circuit breaker and switch the main switch back on. Go around the house plugging appliances back in until you find the one with the fault. You may need to have the appliance replaced or repaired by a qualified electrician. If an appliance is faulty, do not put the plug back in. Warning never tamper with the electricity company s fuse, meter or seals. light bulbs blowing. 46 www.linc-cymru.co.uk Freephone 0800 072 0966

Lighting Pendant Pull cord Security light Lampholder Single switch Bulkhead light Double switch It is your responsibility to change pull cords, lamps, fluorescent tubes and starters. If possible, do this during daylight and make sure the light switch is turned off before you start. If you are not sure, turn off the circuit at the fuse box. Lamps and fluorescent tubes can get hot while they are switched on, so be careful and let them cool down before you touch them. Make sure you use a suitable pair of steps to climb up to light fittings. If a lighting point is not working or a light is flickering, switch it off and do not use it until an electrician has called. If you have any table or upright lamps, use them to light up a passageway or corridor. Sockets and power Single switch Double switch Switched fused spur Fused spur Plug top Cartridge fuse Before you report a repair Make sure the cartridge fuse in the plug is the correct rating (the proper amperage) for the appliance. Handy hints www.linc-cymru.co.uk Freephone 0800 072 0966 47

Handy hints We do not supply plug tops. If a plug top is missing or damaged it is your responsibility to replace it. If the circuit your freezer is connected to goes off, plug it into another circuit using an extension lead. Keep the freezer door closed to hold in the cold. Do not overload sockets. Overloading sockets by using adaptors is dangerous and can cause a fire. Cooker Cooker power point Cooker connector If you are disposing of, or renewing your cooker it is your responsibility to disconnect your old cooker and have the new one safely connected. This work must be carried out safely by a qualified electrician. If a cooker outlet (or terminal box) is fitted, the connections must be made at that point. If your electric cooker stops working make sure: the cooker switch is in the on position; the cooker trip switch is on in your fuse box; there is power or credit on your meter. If part of your cooker is still working (for example, cooker rings) then the problem is with the oven, so you will need to have it tested. Do not use the oven if there is a fault. Unless owned by Linc-Cymru, it is your responsibility to maintain and repair your cooker. 48 www.linc-cymru.co.uk Freephone 0800 072 0966

Showers and immersions Electric shower Before you report a repair Showers Pull cord Booster switch Cylinder and Immersion heater Please check which type of shower you have before you report a problem. Electric showers usually have a pull switch nearby and there are lights or indicators which show that there is power. If none of these are present, it is not an electric shower. Please also check The shower pull switch. Has it been accidentally switched off? Is the shower head blocked? This can cause problems with the water flow, if not kept clean and clear. Sometimes when a property has been adapted for the customer, the shower is not connected directly into the fuse box, instead it is connected into a smaller fuse box nearby marked shower. This can be in a cupboard behind the fuse box. It is your responsibility to change the shower pull cord (but not the switch). If you report a problem with an electric shower, please tell us if there is a water leak. Handy hints www.linc-cymru.co.uk Freephone 0800 072 0966 49

Handy hints Immersions Check that all controls are switched on. If you use off-peak electricity to heat your water, check to see if there is a booster switch that can temporarily be used. Smoke detectors Smoke detector Smoke alarm (electric) Smoke alarm (battery) Smoke detectors or alarms are fitted by us for your safety. They should be tested each week by pressing the test button to check that they are working. If you hear the alarm sound, check for fire. If a battery-operated alarm is installed in your home, it is your responsibility to replace the battery. When you change a battery make sure that it is the correct type and always use a new one. After you have changed the battery, test the alarm to make sure it is working, never assume. If a battery starts to run low it makes an occasional beep to warn you that it needs to be replaced. It will still operate if smoke is detected, but the longer you take to change it, the weaker the alarm will become. If you have not changed the battery and it stops beeping, it will not work in an emergency. Do not attempt to remove a mains-operated smoke alarm from the ceiling. If the smoke alarm beeps randomly, it may be due to: sudden changes in air temperature (draughts); dust; 50 www.linc-cymru.co.uk Freephone 0800 072 0966

0 5 10 15 20 25 30 35 insects; smoke or steam. If it beeps, it does not mean the alarm is faulty or that it will go into full alarm. All smoke alarms must be lightly dusted regularly and it is recommended they are occasionally vacuumed to remove dust or small insects. If the smoke alarm is damaged or there are any wires or electrical connections showing, turn off the circuit at the fuse box or consumer unit. Make sure you use a suitable pair of steps to climb up to the smoke alarms. Heating A majority of electrical heating systems operate on some type of off-peak tariff, which is generally available throughout the night. The heaters are usually charged up overnight and store the heat ready to be released at other times, depending on how the controls are set. Once the stored heat is fully released, the heater will again charge up the following night. You must make sure that the controls are set according to your needs. Before you report a repair check that the controls are switched on and set to what you need. If you find that the controls are incorrectly set or switched off, reset them. Handy hints Electric warm-air heater Storage heater Underfloor heating Please remember the heaters will only charge overnight, so it is important that you wait until the next day before you report the repair. www.linc-cymru.co.uk Freephone 0800 072 0966 51

Information for tenants Repair details This section is for you to keep a record of the repairs that you ask us to carry out. Date you reported the repair Job reference number Details of the repair 52 www.linc-cymru.co.uk Freephone 0800 072 0966

Checking electrics Actions to take if switches trip off If an RCD trips In the event of a Miniature Circuit Breaker (MCB) or Residual Current Device (RCD) tripping due to a fault the following action should be taken. If an MCB trips Switch the RCD back on. If the RCD trips again switch off all MCBs protected by the RCD. Switch the RCD on again and each MCB in turn until the RCD trips again. Unplug all electrical appliances on this circuit. To identify which appliance is faulty plug in each in turn until the RCD trips again. Unplug the faulty appliance (do not use again until you have sought qualified advice regarding its repair). Switch the RCD on again. If no faulty appliance can be identified and the RCD still cannot be switched back on: Report an electrical repair Switch the MCB back on. If the MCB trips again unplug all electrical appliances on this circuit. Switch the MCB on again. To identify which appliance is faulty plug in each in turn until the MCB trips again. Unplug the faulty appliance (do not use again until you have sought qualified advice regarding its repair). Switch the MCB on again. If no faulty appliance can be identified and the MCB still cannot be switched back on: Report an electrical repair

Linc-Cymru Housing Association Limited 387 Newport Road Cardiff CF24 1GG Phone 029 2047 3767 Fax 029 2048 2474 www.linc-cymru.co.uk Published in August 2009 for Linc-Cymru Housing Association Limited by: Northgate Information Solutions Limited People Building 2, People Estate, Maylands Avenue, Hemel Hempstead, Hertfordshire, HP2 4NW. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form, or by any means electronic or mechanical, including photocopying, recording or otherwise, without the prior written consent of Northgate Information Solutions Limited.