Housing Repairs - Council Property

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
Problems heating your water

Checklist to avoid abortive callout charge
Problems with windows
Problems with doors
Problems with locks
Problems with toilets
Intercom system problems
Reporting a gas leak

When and where to report repairs

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.