Repairs and Maintenance

This service covers individual repairs carried out in response from tenants, estate managers, caretakers or wardens. We aim to deal with problems as they occur during office hours, however we will also deal with emergencies at any time outside normal office hours.

Repairs that are the Council's Responsibility

Repairs that are the Tenants Responsibility

Charging for Certain Repairs

Tenants 'Right to Repair'

Repairs that are the Council's Responsibility

The Council are responsible for repairs to the structure and fabric of the home which covers things like:-

• roofs, floors, gutters

• walls, ceilings, external pipes

• doors, plasterwork, access paths

• window frames, drains, access steps

• the services in the home which covers:

• installations for the supply of water, gas and electric (but not meters)

• installations for sanitation such as baths, sinks and basins

• installations for space heating and water heating that the Council have installed or have agreed to repair and maintain.

• Communal areas of the property which covers such things as:

• stairs, landings, shared gardens

• lighting, entrance hall, parking areas

• lifts, paving, door entry systems

• communal TV aerials

You must take reasonable care of your home and you must report defects or problems to the Council as early as possible.

Repairs that are the Tenants' Responsibility

Tenants are responsible for the following:-

• minor repairs

• replacing bath and sink plugs, unblocking sinks replacing light bulbs

• internal door handles, sweeping chimneys, cleaning windows

• renewing electrical fuses, renewing tap washers.

• Internal decoration

Tenants are responsible for internal decoration. Decoration can be to your own taste, but should be in a clean and tidy condition. Artex or similar finishes must not be used on walls.

Redecoration of communal areas in flats is the Council's responsibility.

Charging for Certain Repairs

There are certain circumstances where we can charge tenants for repairs:

• any damage caused through misuse, abuse or negligence by either the tenant(s), other

• occupants or visitors to the home.

• damage caused by neglect

• damage caused by failing to report a repair which is the Council's responsibility

• any repair which is the tenants' responsibility and you request the repairs service to carry out the work

• abortive callouts

If a repair is your responsibility or has been caused by you we can refuse to do the work unless you agree to a recharge being made. We will invoice you for these repairs.

Tenants 'Right to Repair'

The right to repair scheme was introduced on 1 April 1994. It ensures that small urgent repairs which might affect health, safety or security are done quickly and easily. If the Council do not carry out such a repair in the time allowed by law, you can ask them to get a second contractor to do the job. The Council have a full list of qualifying repairs included in the scheme. Ask at your housing office for more information. If a second contractor fails to do the repair in the time the Council will pay you compensation up to a maximum of £50.

How to report a repair

When reporting a fault it is useful if you can give us as much information as possible about the repair required. This helps us to assess our response and speeds up the repair procedure.

When you report a repair we will respond in one of two ways:

1. By sending a contractor to carry out a repair (if the problem is clear)
2. By sending a repairs inspector if it is unclear how a repair or damage was caused, if major costs are involved, or if there are possible structural problems.

>> Information we require
>> Checklist to avoid abortive callout charge
>> When and where to report repairs

Problems heating your water
Problems with windows
Problems with doors
Problems with locks
Problems with toilets
Intercom system problems
Reporting a gas leak

Information we require:-

• Your name (or name of the tenant of the property to be repaired)
  The full address of property (or garage) to be repaired
  If possible, a contact telephone number where you will be during the day
  Details about access to the property to be repaired (if we need access to the inside)
  is morning or afternoon suitable?
  will the keys be left with a neighbour?

Note: If an inspector or Council Contractor calls when you are out they will leave a calling card. You must return this to arrange suitable time when you will be in. Please give three working days notice. Remember: All council employees or its contractors carry identification, (as do people from British Gas, Eastern Electricity and the Water companies). Always ask to see it and if in doubt, do not let them in, but ring your local housing office to check if they are genuine.

It is useful if you can tell us some details about the fault you have. Following are some suggestions about the type of information that would help us:-

Problems heating your water:-

• what type of fuel you use (ie gas, electric, oil etc.)?
  what type of system you use (ie central boiler, immersion etc.)?
  is the hot water cylinder hot?
  do you have an alternative means of heating water?
  is there anyone with medical needs living with you?
  Problems with your heating - tell us:
  what type of fuel you use?
  what type of heating system?
  if radiators are cold, are they all or partially cold?
  is your hot water affected?
  have you checked the thermostat and switches?
  is your system recently installed?

Checklist to avoid abortive callout charge:-

• have you run out of fuel?
  is the thermostat set high enough?
  is the 'on period' displayed on timer clock?
  are radiator valves set correctly?

Problems with windows:-

• what type of window frames you have (ie UPVC, timber, metal)?
  which room and floor is the repair on?
  if possible, the approximate size of the window?
  if broken glass is it:
  single or double glazed?
  clear or obscure glass?
  how the damage occurred?

Problems with doors:-

• what type of door and frame (ie UPVC, timber)?
  is it an external or internal door?
  if broken glass is it:
  single or double glazed?
  clear, obscure or security glass?

Problems with locks:-

• which lock is damaged?
  is there a second lock you can use to secure the door?
  has the door been forced?
  can you get in?
  have you lost your keys?

Problems with toilets:-

• if there is a leak is it:
  in the soil pipe?
  flush pipe?
  cistern?
  water supply?
  is it an overflow problem?
  is it a blockage?
  is the pan cracked or smashed?

Intercom system problems:-

• is the trade button working?
  is your internal intercom phone working?
  do other neighbours have similar problems?

Reporting a Gas Leak

• To report a Gas Leak contact Transco on 0800 111 999 and ensure that you
  DO turn off the gas supply at the meter
  DO open doors and windows to get rid of gas
  DON’T turn electric switches on or off
  DON’T smoke
  DON’T use naked flames
  If you are in doubt whether there is a gas leak, please call Transco so that this can be checked.

When and where to report repairs

You should report your repair to the office which deals with the area you live in or to your estate manager, repairs inspector or resident warden if this is more convenient. You can report a repair by letter at any time, by telephone or in person.