Repairs and maintenance
A guide to our repairs and maintenance service
It is our responsibility to make sure your home is in good condition. We will repair certain fixture and fittings inside your home such as heating systems and kitchen units. It is your responsibility to maintain the inside of your home and carry out minor repairs.
We are also responsible for making sure communal areas are in good condition.
The information in this leaflet explains our responsibilities as the landlord and yours as a resident, how you can report and diagnose a repair, and what you can expect from the service.
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Who is your landlordIf we manage your home on behalf of another landlord (for example, Legal and General Affordable Homes) different terms and conditions may apply. If we’re not your landlord, please contact us to confirm the rules first. If you’re not sure who your landlord is, please check your tenancy agreement or contact us on 0300 555 0500 or email: [email protected].
When you report a repair you will need to:
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Reporting a repairEmergenciesYou can report a repair by:
You can report a repair at any time. We will only attend outside of office hours (between 5pm to 8am) if it is an emergency.
An emergency repair is a fault that could not be foreseen and could cause serious damage to your home or be a danger to your health or safety. They include dangerous electrics and severe leaks. In these instances we aim to attend within four hours. We will charge you if you misuse this service for repairs that are not emergencies.
Completing the online form on our website: chp.org.uk (non-urgent repairs only)
Give your name and addressExplain what the problem is and whether any properties are affected
Tell us when we can gain access to your homeProvide a contact telephone number
Tell us if you have called before about the same problem
Calling: 0300 555 0500 (We will only attend outside of office hours if it is an emergency. Office hours are 8am to 5pm Monday to Friday)Text relay: 18001 0300 555 0500Emailing: [email protected] (non-urgent only)Writing to: CHP, Myriad House, 33 Springfield Lyons Approach, Chelmsford, Essex CM2 5LB
Keeping your garden tidy and rubbish-free
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Responsibilities
You are responsible for:
We will repair – and cover the cost(s) – where damage has occurred through normal wear and tear. If a repair is needed as a result of an accident, carelessness or vandalism we may charge you for it. This is known as a re-charge. Please see the Chargeable extras leaflet for more information which is available on our website www.chp.org.uk or by contacting us on 0300 555 0500.
General
External
Keeping your home clean
Allowing us to access your home to carry out a gas and oil safety check or other inspection. Failure to comply could result in further action against youContacting your gas supplier immediately on 0800 111 999 to report a gas leak
Contacting your gas supplier immediately on 0800 111 999 to report a gas leakReporting any faults or repairs that are our responsibility as soon as possible
Taking out home contents insurance to protect your possessionsRepairing any additional locks or padlocksRepairing or replacing your own belongings, carpets, vinyl floor coverings and other flooring or fittingsCompleting a permission form on our website www.chp.org.uk to request to put up a television/radio aerial, a satellite dish or to carry out any improvements and/or structural alterations to your home. For example, installing utility metres, or a shedGetting chimneys swept at least once a year and monthly cleaning the tray above the fire, used for ventilation
Installing water meters
Arranging the service of your own gas appliance once a year – gas cookers or fires for example
Decorating the inside of your home
Repairing bath panels, showers, extra tiles or other items you have installed yourself
Fitting additional security locks or draught-proofingRepairing internal doors and fittings such as latches and handles that have not resulted from general wear and tearReplacing your locks when your keys have been lost, stolen or misplacedAltering doors to fit over carpet(s)Replacing broken or cracked glass (unless caused by criminal damage and you have evidence the police are investigating the crime, such as a police incident number)
Repairing kitchen units you have installed, including handles, hinges and catches. As well as repairing minor issues with drawers such as new runners or gluing loose laminate(s)Installing, disconnecting and repairing your own appliances such as cookers and washing machines including waste and supply pipes
Replacing or altering toilet seats, shower heads, plugs and chains to baths, basins and sinksCleaning, clearing and descaling toilet pans, baths, shower heads and basins
Repairing sheds or garden features including fencing, posts, gates or ornamental walls that are not part of the boundaryReplacing clothes posts, lines and rotary driers (except in communal areas)Cutting and trimming trees, lawns, shrubs and bushes within your garden boundaryRepairing and maintaining hardstandings and footpaths you have constructedKeeping communal areas clean and free from obstructions and hazardsReporting any criminal damage or vandalism to the police
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Kitchens and bathrooms
Windows and doors
Turning off the mains water at the stoptap and opening all taps if a water pipe has burst
Checking and oiling stoptaps regularly
Taking steps to prevent the water in pipes and taps from freezing, by lagging pipes for example
Clearing leaves and debris from gully grids and gutters (excluding apartment blocks)Clearing blocked waste pipes
Pipes, taps and gutters
Allowing us to access your home to check your heating system
Monthly testing of alarms and reporting to us if it doesn’t work
If you are unable to carry out these repairs we can carry out the work for you but may charge you for the cost. We may also charge you a call-out fee if we cannot find a fault.
Replacing light bulbs, plugs, fuses, fluorescent tubes and the tubes’ starters except in communal areas
Replacing smoke and carbon monoxide detector batteries when needed
Resetting trip switches and circuit breakers
Setting your heating to the correct time and temperatureEnsuring you have a supply of gas, oil or electricity
Heating
Heating
Electrics
We are responsible for:
Repairing the structure and exterior of the building including roof, drains, gutters, downpipes, external doors and windows, chimneys, chimney stacks and flues (excluding sweeping)
Internal walls, floors and ceilings (but not minor Plasterwork i.e. removal of picture hooks or drill holes)
Painting and decorating the outside of your home
Making sure the property’s structure, exterior, fixtures and fittings are safe, weatherproof and fit for human habitation. This includes:
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Diagnosing your repair
Community alarm services in sheltered schemes
Telling you who is responsible for the repairMaking an appointment with you to complete the workLetting you know how long the work will takeLetting you know what charge we will make for repairs caused by neglect or deliberate damage
Communal television and communal satellite systems only
Repairing and maintaining heating, hot-water appliances, gas and water pipesRepairing and maintaining kitchen units, baths, basins, sinks, showers and toilets unless installed by yourself (excluding blocked waste pipes or shower heads)Servicing, installing and repairing central heating systems, water heaters, fireplaces and fitted fires
Carrying out an annual gas safety check on all homes with a gas supplyCarrying out an annual safety check on central heating systems including oil, solid fuel and air source heat pumpsBoundary walls, fencing and gates provided by usSteps and footpaths leading to front or back doors unless installed by yourselfRepairing and maintaining communal entrances, halls, lifts, stairs and other communal facilitiesEmergency repairs to make the property is safe and secure (we may charge for the work if you need us to force entry)
We will also keep the following communal services in good repair and working order:
We will keep you informed about the repair by:
If there is no aerial or satellite dish, we will consider granting permission for one.
Electrical wiring and fittings
When reporting a repair please provide us with a clear description of the problem so we can deal with the problem quickly. The following drawings will help you describe the fitting to us.
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ElectricsElectrical fittings you may use in you home:
Consumer unit
Tripswitches
Residual current device
Test
Test button
CO2 detector
Circular smoke detector
Pendant lamp holder with ceiling rose
Batten lamp holder Bayonet
Extractor fan
Angled batten lamp holder
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Shower pull switch Fluorescent starter for tube
Ceiling pull switch
Switched fuse spur Fuse spurSingle plate light switch
Double plate light switch
Single switch socket outlet
Single switch socket with oven switch
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Thermostatic radiator valve
Air-source heat pump unit
Room thermostat
Time of day
Control buttons
Wall mounted boiler Free standing boilerTime clock and programmer
Gas fire and back boiler Space heater Gas wall heater
Heating and hot waterHeating and hot water appliances you may use in your home:
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Tiled filledend panel
Bath panel(side)
Bath studdingor frame
Double rowwall tiles
Waste pipeAdjustable
Bath sealant
Supply pipe
Overflow pipe
bath feet
Chrome angle strip
Diaphragm
Ball valve
Watersupply pipe
Flushing arm, handle and linkage
Ball or float
Overflowpipe
Syphon
Bath fittings
Cistern fittings
Toilets and bath fixturesFixtures and fittings you may use in your bathroom:
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LidOverflow pipe
Cistern
Seat fixings
Seat andcover
Balltap connector
pipeWater supply
WC pan
Lock nut
WC pan outletWC pan fixings
Flush pipe
Soil pipe
Multikwick connector
Toilet fittings
Electric shower fixture
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Sill or stepthreshold
Lockkeep
Doorthreshold
Mortice
Cylinder
dead lock
night latch
Architrave
Casementfastener
Drip
MullionCasement stay
mould
Sill
Capillarygroove
Jamb
Side-hungopenerHead
Top-hungopener
Transomrail
Multi-locking system
Casement window
Windows, doors and locksHere are some typical windows and doors used in your home:
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Mortice lock
Sliding sash window
Window winder
Multi-point lock
Picot window
Window restrictor
Morticelockhandle
Strikingplate/
keeper
Morticelock
Pulleywheels Sash
cordsSashweightSash
catch
AA
B B
HeadJamb
Pivothinge
Pivotsash
CatchKeeper
Sill
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Basin taps – standard Mixer tapBasin taps – modern
Water
Hopper
level
Surface level
Flow
Trap
Gully pot
Washer Ground level gulley trapTraps
Pipes, taps, gulleys and guttersHere are some typical windows and doors used in your home:
BendBranch
Swan neck
Downpipe
Downpipebracket
Rainwater shoe
Hopper head
Union
Union clip
Stop end
Gutter bracket
Roof tiles
Rainwatergutter
Gutter bracket
Gutterprofiles
SoffitFascia
Bracket
Half
Square
Moulded
O.G.
Gutters
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Wall units
Base units
Left-handdrainersink unit
Worktop
Sprungdoor hinges
Unit shelf
End panel
Drawer runner
Edgingstrip
Wall tiles
Chromesupport
KitchensFittings you may have in the kitchen:
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Pad bolt
Tee hinges
Boards
Hasp, stapleand padlock
Frame legCasing head
Doorframe
Spring bracket
Rolling arm
Door spring
Door channel guide
Side hung door
Up and over door
GaragesFitting you may have for you garage:
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Slamlatch keep
Plastic cone
Cable
Cablebracket
Spring support bracketCanopy springassembly
Cone/cable set(each side)Canopy arm(each side)
Lock body
Rollerspindle(each side)
Rope pull
Inner handle
Lock arms(each side)
Slam latch(each side)
Lock barrel(pre-fitted)
Lug
Cable
Up and over canopy door
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Our response times
Major and minor work(s)
From the information you give us we will assess the urgency of your repair. Our response times are:
Routine repairs are those that do not cause an immediate inconvenience or risk to your health and safety such as joinery repairs
Major work(s) include jobs like replacing water mains that are due for renewal. We will inspect major work that is reported to us, cost and plan for it to be completed in the following financial year. This allows us to budget more efficiently.
Minor work(s) include jobs such as fitting window restrictors or replacing gutters. We will assess and prioritise minor work(s) every three months. Those with the highest priority will be completed within nine months.
We will need to inspect some repairs before arranging the work – this will take place within seven calendar days of your request.
Emergency ‘make safe’ –within 24-hours
Emergency ‘make safe’ repairs are those that could not be foreseen and could cause serious structural damage to your home or be a danger to your health or safety. They include dangerous electrics, severe leaks or blocked toilets. In these instances we aim to attend within four hours. Other emergency repairs, where a major inconvenience is being caused, such as no electricity, we aim to attend within 24-hours of being notified
Urgent repairs are those that present an inconvenience but there is no immediate health or security risk. They include most electrical repairs and leaking pipeworkRoutine repairs are those that do not cause an immediate inconvenience or risk to your health and safety such as joinery repairsRoutine – within 21
calendar days
Urgent – within five calendar days
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For more information please refer to our Minor work(s) leaflet which is available on our website or by contacting us on 0300 555 0500.
Priority is based on the likelihood of it becoming a health and safety hazard and the condition of the item. Planning work(s) in order of priority allows us to carry out all jobs more efficiently and cost effectively.
Cyclical repairs
Modernisations
Some work has to be carried out on a recurring (cyclical) basis for health and safety reasons. This includes electrical tests, gas safety checks and servicing and external decorating. Gas servicing will be carried out every year – for more information please refer to the Gas safety and servicing leaflet which is available on our website or by contacting us. Most other cyclical repairs will be carried out every five to seven years.
The government’s Decent Homes Standard sets out to ensure your home is good quality, affordable to run, safe and secure. Our own Decent Homes Plus Standard ensures that your home is maintained and improved above the minimum standard set by the government.
AppointmentsYou can telephone us to report a repair at any time.
If you call during office hours (8am to 5pm Monday to Friday), we will explain how we will deal with your repair and arrange an appointment with you while you are on the phone. We will send you a letter to confirm the appointment and the response time.
If you call outside of these hours we will log your request and call you back the next working day to arrange an appointment. If you are reporting an emergency we will arrange for an operative to call you at your home within 24-hours of your request. We will only attend outside of office hours (between 5pm to 8am) if it is an emergency.
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If we are not able to keep to the agreed appointment you will be awarded £15 compensation.
If you are out when we attend the agreed appointment we will leave a card asking you to contact us to arrange another visit. You will be charged £15 if you are not in or cancel the appointment less than 24-hours before the appointment time.
If we have to do any work that is more than normal wear and tear we will charge you for the cost. For more information please refer to our Chargeable repairs leaflet which is available on our website or by contacting us.
All children (under 18) and pets must be supervised by a responsible adult at all time. We will have to stop working if children under 18 are left unsupervised.
Moving home
Paying for repairs
When you tell us that you are moving we will arrange for someone to visit you in your home and inspect the property to identify any repairs that you need to complete before the next resident(s) move in.
We will carry out repairs where damage has occurred through normal wear and tear. If a repair is a result of damage caused by you, or someone in your home, we may charge you for the work and will normally ask for payment in advance. This includes damage caused by accidents or carelessness.
We have fixed fees for the most common repairs. If you accidentally damage the fixtures and fittings we may reduce the charge. We will explain what the expected charge will be when you report the fault.
Before handing in your keys you should:
Clean and tidy
Make sure all cupboards and sheds are clear
Fill in ponds
Remove all rubbish, both inside and outside the property
Remove all furniture, carpets, white goods and personal belongings
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To help protect yourself against accidental damage to your possessions you should take out contents insurance.
We will select (at random) a number of properties to visit both during and after the work to make sure it has been completed to the required standard. If it has not, we will instruct whoever carried out the work to put it right within a reasonable timescale.
Our in-house team may leave a feedback card for the work that has been completed either via telephone or post.
Your opinion helps us make improvements to our services and we will ask you to complete a questionnaire on how the work was carried out. A resident member of our repairs panel may also contact you by telephone.
There is a charge of £25 for repairs that are caused by criminal activity or antisocial behaviour. You must provide evidence that the incident has been reported to the police and that they are investigating it. Please ask the police for an incident number. If no evidence is supplied you may be charged the full amount.
If you do not pay your bill we will take action against you to recover the money. This can include:
Court actionDebt collection agencyBeing barred from the transfer process
Meeting the standardOur own workforce or external contractors will carry out repair work. Our external contractors work to the same standards as our own workforce and are required to follow a code of conduct when working in or around your home. For more information please refer to the Code of conduct leaflet which is available on our website or by contacting us.
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IF YOU HAVE ANY QUERIES PLEASE CONTACT US:
TelText relayEmailWrite to
0300 555 050018001 0300 5550 [email protected] House,33 Springfield Lyons Approach,Chelmsford, CM2 5LB
www.chp.org.uk January 2020 2nd Edition
@CHPHomes
Please contact us if you would like a copy of this document in large print, on CD or in another language.
Proszę się z nami skontaktować, żeby otrzymać ten dokument w wersji dużym drukiem, na płycie CD lub w innym języku. (Polish)
倘若您需要本擋以大字體、音頻格式(CD)或另外一種語言提供、請聯絡我們。(Cantonese)
Bu belgeyi büyük boyutlu baskı olarak, CD ortamında veya başka bir dilde edinmek istiyorsanız lütfen bizimleirtibata geçin. (Turkish)
Kreipkitės į mus, jei norėtumėte gauti šio dokumentokopiją stambiu šriftu, jo garso įrašą kompaktiniame diske arba jei norėtumėte jį gauti kita kalba. (Lithuanian)
(Bengali)