Repairs handbook - Catalyst Housing

Your guide to our repairs service

Repairs

handbook

Repairs handbook cover.indd 1 22/08/2011 17:45:12

CatalystRBA5 First Draft October 2011

About this bookThis handbook is for tenants of Catalyst Housing. It tells you about the repairs service we provide and the information we need so we can arrange a repair to your home. It also gives you guidance on how to do some simple tasks yourself.

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Gujarati

Hindi

Polish

This document gives information about repairs and maintenance. If you need any part of this information in large print, Braille, on CD or explained in your own language, please contact your local office (details on page 1 and 2).


About this book

Portuguese Punjabi

Somali Urdu


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Handy hints 43-50

Baths, basins, sinks 13Doors, locks 15Drains, wastes 17Electrics 19Floors, stairs 21Garages 23Gardens 25Gutters 27Heating 29Internal fittings 31Pipes, taps 33Roofs 35Toilets 37Walls, ceilings 39Windows 41

Contacting us 1Reporting repairs 3Our service 5What you must do 7Repair categories 9Our standards 11

Contacting usBefore you contact us, please:

look at the problem in the appropriate section on pages 13 to 42 to see what details we need to know. By giving us as much information as you can, you can help us get your problem fixed quickly. The member of staff who talks to you will also have a copy of this book in front of themdecide when someone can be at home to let the repair worker in to do the work. A responsible adult must be in the home while the repair is being carried out.

You should be aware that:you can also report any non-urgent repairs by completing an on-line request form on www.chg.org.ukif you need to contact us when our offices are closed you can leave a message on the answer machine and we will get back to you the next working day. However, if it is an emergency repair, you need to phone the outside office hours number. See page 9 for what we describe as emergency repairs.

Brent officePhone us general enquiries (Monday to Friday 8am -- 5pm) ....0300 456 2099 repairs, pest control and gas central heating (Monday to Friday 8am -- 5pm) ...................................0800 731 5282 (If calling from a mobile, dial 0300 456 2482) emergency repairs (Monday to Thursday 6pm onwards, Friday 5pm onwards and all day on weekends) .........020 8937 1234Write to us or visit us ....................................223 Church Road, London NW10

Contacting us


2Contacting us

Kensington and Chelsea officePhone us general or repair enquiries (Monday to Friday 8am -- 5pm) ...................................0300 456 2099 emergency repairs (5pm onwards and all day on weekends) ...................020 8964 0148Write to us or visit us ..........................370 Portobello Road, London W10 5XU

London officePhone us general enquiries (Monday to Friday 8am -- 5pm) ....0300 456 2099 gas, heating and hot water emergencies (5pm onwards and all day on weekends) ....................01707 290562 plumbing, electrical and all other emergency repairs (5pm onwards and all day on weekends) ...................0300 999 8606Write to us or visit us ...........................Ealing Gateway, 26-30 Uxbridge Road,

London W5 2AUSouth East office

Phone us general enquiries (Monday to Friday 9am -- 5pm) ....0300 456 2090 gas, heating and hot water emergencies (5pm onwards and all day on weekends) ...................0800 783 0833 other emergency repairs (5pm onwards and all day on weekends) ....................01489 884697Write to us or visit us ............................. The Farmhouse, Nightingale Avenue,

Oxford OX4 7BU


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Handy hints 43-50



Reporting repairsBefore you call

Look up the problem in one of the sections on pages 13 to 42.Have a pen ready to write down your job number and the date of any appointment we make.

The repair is recordedWe will put the details of your repair onto our computer system.

We will arrange the repairFor emergencies, a repair worker will call as soon as possible. For most other repairs, we will offer an appointment on a specific day.We will tell you, or send you, details of the repair, including:

an order numberthe name of the contractor who will carry out the workan appointment date if we have agreed one with you.

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When you contact us, let us know:your name and address, and a contact phone number details of the item that needs repairingif there is anything we need to be aware of, for example you are hard of hearing or will take time getting to your door.

We will assess the repairWe will place an order, or we will arrange for a member of staff to visit your home to look at what needs to be done.

Reporting repairs


4Reporting repairs

When you report a repairWe may need to visit your home so we can assess exactly what work needs to be done. This will be done by appointment.Please do not make the problem sound more urgent than it is to get a quicker (emergency) response. If you do, we may charge you the cost of the call-out.When our offices are closed we will only come out if it is an emergency repair.

When work is going to be done in your homeWe will tell you if you need to protect or move your furniture, or if you need to lift your own floor covering (carpets or laminate). Please do this before the repair worker arrives, but let us know if you are having difficulties arranging this. Repair workers need someone (a responsible adult) to be in the home while they work. Also, we insist that repair workers must not work in homes where the only person at home is under 16.You need to make sure that the repair workers can get on with their work safely: keep an eye on your children, and keep any pets out of the way. Repair workers can refuse to work if they feel that their health or safety, or yours, is at risk. Our staff and contractors will treat you with respect. We expect you, members of your household and visitors to behave in a similar way towards them.

Warning -- check identity cards! Before you let anyone into your home to carry out a repair, inspection or gas servicing, check their identity card carefully. You can also ask to see their ‘works order’. Check that it instructs them to do the repair or servicing you are expecting. If you are not sure, ask them to stay outside and you should then phone us.


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Handy hints 43-50



Our serviceOur responsibilitiesWe repair and maintain the structure and outside parts of the property you live in, such as gutters and roof tiles.Inside your home, we are responsible for water and gas pipes, wiring, heating systems, drainage, power and light fittings, and any items we provided at the beginning of your tenancy, but not items that are your responsibility (see What you must do on page 7).Outside, we maintain all fences and walls, main paths leading to the front and back doors, and any brick sheds we originally put up. We do not maintain general garden paths or garden features such as patios. We are also responsible for repairs and maintenance to any shared areas and facilities that we own, including pram sheds, lifts and so on.

Home contents insuranceWe strongly advise you to take out home contents insurance. This will cover you against damage to your belongings, carpets, furniture and decorations, including fire or flood damage, and accidents. The insurance would also cover certain items stolen in a break-in. We can give you details of a basic insurance package for residents.

Responsibility for gas safetyWe are responsible for carrying out a gas safety check every year in each of our properties with a gas supply. You must allow us to come into your home to carry out these checks. If you don’t, we may have to take court action to gain access.You must make sure that air vents do not become blocked.

Our service


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We are responsible for the outside of your property, the main structure and any fittings and appliances we have provided. We are also responsible for maintaining shared areas of blocks of flats and maisonettes we own. By law, each year we must service any gas appliance that we are responsible for. Also, we must carry out a safety check on all gas pipework even if this is serving your own appliance (see Our responsibilities on page 5).

What repairs and maintenance do you carry out?

You are responsible for taking care of the inside of your home and for certain repairs (see What you must do on page 7). However, if you are elderly, infirm or disabled, and have nobody to help you, we may be able to help you or put you in touch with organisations that can help.

What if I can’t carry out my responsibilities?

Can I claim for damage to my belongings?

If you or someone in your home causes damage (or the police forced their way into the property), we expect you to get it repaired yourself. If you don’t and we have to carry out the work, you will have to pay for the cost of the repair (see Damage and charging on page 7).

Do I have to pay for any repairs?

Our service

You can only make a claim if the damage was caused by our repair workers, or contractors working for us. If this is the case, you need to write to your local office or neighbourhood manager explaining the problem (see Contacting us on pages 1 and 2 for the address) or fill in one of our claim forms. You should take out home contents insurance to help you pay for any other damage, for example, accidents (see Home contents insurance on page 5).


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Handy hints 43-50



What you must doYou must:

let us into your home to carry out repairs, safety checks and any inspections that are neededkeep the inside of your home in a clean and reasonable conditiondecorate the inside of your home to a reasonable standard, including filling minor cracks or holes in wallslet us know as soon as you notice a repair is needed and take action to prevent it getting worse repair and maintain any fixture, fitting or appliance you have put intake action to prevent condensation (see Handy hints on page 47)arrange the repair of any damage caused by you, a member of your family or a visitor to your homelook after your garden clear away rubbish from your home and garden using your dustbin or other local services.

Damage and chargingIf you, or anyone in your home, damage your home, we expect you to arrange for it to be repaired to the same standard as it was before. If we have to do it to make sure you and your family are safe, we will charge you for the full cost of the repair.If damage is caused by a break-in or vandalism, we will carry out work to make your home safe. We will only do further work if you give us a police crime reference number.

Changes you have madeYou can carry out changes to your home as long as you get our written permission before you start. This includes work such as adding gas or electrical fittings and laminate flooring. You will be responsible for any repairs to the changes you make.

What you must do


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replace keys or locks when keys are lost or broken, or you get locked outget extra keys cutreplace broken glass in windows or doors, unless you can give us a police crime reference numberfit and repair extra locksfit draught proofing to doors and windows, if necessaryadjust doors when you have new carpets fittedresecure loose handles and catches on doors, repair or replace door catches, handles, locks or bolts on cupboards and doors inside fit curtain rails, blinds and hooksreplace light bulbs, fluorescent tubes or starters, and electric plugsreset trip switchesclean extractor fan ventsbleed radiators if there is an airlockfit and look after any TV aerials unless shared or provided by us

test and clean smoke detectors and replace batteries in battery-operated detectors (see Handy hints on page 49)keep drains and waste pipes clear and try to clear blocked basins, sinks, baths and toiletsrepair or replace toilet seatsreplace plugs and chains on baths, basins and sinksfit wastes and pipework for washing machines and dishwashers (if not already provided) and vents for tumble drierskeep rainwater gully grids (covers) clear of leaves and rubbish replace clothes lines and rotary driers (except in shared areas)maintain general garden paths (not those to front or back doors)maintain garden features such as ornamental walls.

What you must do

Tasks you must doWe expect you to do the following yourself, or arrange to get the work done:


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Handy hints 43-50



Repair categoriesWhen you report a repair to us we will discuss the nature of the problem. We will then tell you how soon your repair will be done. We group repairs into several categories.

Emergency. This applies to work to remove immediate danger to people, avoid serious damage to the property, make the property secure or restore heating. We may only make the situation safe and do follow-up work at a later date. You can call us about emergencies at any time of day or night but please do not make the problem sound more urgent than it is to get a quicker response. If you do, we may charge you for the cost of the call-out.Urgent. This applies to work that needs to be done quickly to prevent immediate damage to the property, to overcome serious inconvenience to you or where there is a possible health, safety or security risk.

Routine or non-urgent. This applies to work that is not urgent, but should not wait for a planned programme of work.Planned work. We put certain non-urgent repairs into ‘packages’ of work that can be carried out all together in an area. For example, kitchen renewals, electrical rewiring, replacing central heating, re-roofing and renewing fences.

Inspections. If we need to inspect before we can order the repair work, we will do this by appointment at a time agreed with you.

Repair categories


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How long will it take?

What if the work is not done on time?

If you cannot be in during our normal working hours, you could arrange for some other adult to be in the house while the work is being done. If nobody is at home when the worker comes to do a repair at an agreed morning or afternoon, they will leave a card asking you to phone to arrange when they will come again. If you are out the second time, we will cancel the repair.

What if I can only be in at certain times?

Repair categories

If a repair worker does not come on the specific morning or afternoon agreed with you, please contact us and we will follow it up immediately. Under the ‘Right to Repair’ regulations, you have a right to have some repairs done within set time limits. These are repairs which could affect your health or safety if they are not carried out on time. They are called qualifying repairs. If you would like to know more about the Right to Repair, please contact us and we will explain it to you or send you a leaflet.

When you report a repair, we will assess the problem and put the work into a response category (see Emergency, Urgent, and Routine on page 9). For homes where someone is vulnerable through age, disability or other circumstances, we will try to arrange a quicker response. For emergency repairs, a worker will call at your home as soon as possible, but always within 24 hours. For urgent and routine repairs, we will agree a morning or afternoon on a specific day when the work will be done. If a repair worker contacts you because they can do your repair earlier than arranged, please only agree to the change if it is convenient for you. When the work is done, the repair worker will ask you to sign a form confirming that they have kept the appointment.


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Handy hints 43-50



Our standardsOur code of behaviourAnyone working in your home must:

introduce themselves and show you identification before enteringbe polite and patient with you and treat you with respect explain what they are going to do and discuss how this will affect you or your neighboursprotect your belongings from damage, dust and paint make sure materials and tools do not cause danger to anyonelet you know about how the work is goingclear rubbish from your home at the end of each working daytell you when they need to turn off electricity, water or gas and make sure they are connected at the end of the daybe dressed presentablykeep appointments.

Workers are not allowed to:smoke, swear or play radios in or around your homeuse mobile phones during their work to make or receive personal calls be in your home with children under 16 without a responsible adult being presentreceive gifts from youleave tools in your home.

They must ask your permission to:go into other rooms in your home use your phoneuse your toiletuse your electricity or other facilitiestake their lunch break in your home.

Our standards


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We will respond to repair problems in an efficient and helpful way. All repairs and servicing are carried out by contractors we have chosen carefully. All contractors working in or around your home on our behalf must follow certain rules of behaviour (see Our code of behaviour on page 11).

What standard of service can I expect?

What if I am not satisfied with the quality of work?

Yes. We carry out regular checks to make sure we are maintaining a good standard of service. We may phone you shortly after your repair has been done to ask you about the service you received. Also, we randomly choose 10% of completed repairs and visit those properties. This makes sure we keep an eye on the general level of workmanship.

Do you check on the quality of service or workmanship?

Our standards

Please contact us if the repair was not completed within the time allowed or, if you are not satisfied with the work that has been done or the way we have treated you. We sort out most problems shortly after you contact us. However, if you want to make a formal complaint, you can write to your neighbourhood manager at your local office, (see Contacting us on pages 1 and 2 for the address). You can also fill in an online complaints form on our website at www.chg.org.uk. In some cases we may pay you compensation.


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Handy hints 43-50



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Baths, basins and sinks

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Baths, basins, sinks


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Your responsibilities

For water leaks, blockages or tap problems, see Drains and wastes on page 17 and Pipes and taps on page 33.A blocked waste pipe is not an emergency. You must try to clear any blockages yourself before you call us (see Handy hints on page 43).Do not use the bath or sink if the waste pipe is blocked.We will charge you for the cost of clearing blockages caused by items such as cooking fat, grease, hair.If you caused the damage, we expect you to get it repaired yourself.If we need to replace bathroom fittings that are part of a suite, we will try to find a colour match, but if we can’t, we will provide it in white.

Try to clear blocked baths, basins, sinks (see Handy hints on page 43).Replace plugs and chains to baths, basins and sinks.Repair any items you have installed yourself.

Advice

What is the problem, for example, are bathroom fittings loose or broken; is the waste pipe leaking or blocked; or are the wall tiles cracked or broken?If you are reporting a problem with a bath panel, is it the side or the end? Is it made of plastic or hardboard? What colour is it?If you are reporting a problem with a bath or basin, what is it made of (plastic, metal or ceramic)? What colour is it?If your problem is to do with tiles, what shape, size and colour are they?

We need to know

Baths, basins, sinks

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Handy hints 43-50



Doors and locks

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Doors, locks

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If you caused the damage, we expect you to get it repaired yourself.For emergency repairs we may only make the property safe and secure, and then do a full repair at a later date.If a problem is caused by vandalism or a break-in, you should report it to the police and get a crime reference number, otherwise we will charge you for the cost of the repair.

Replace keys and locks when keys are lost or broken, or you get locked out.Get extra keys cut and fit any extra locks. Replace broken or cracked glass unless you give us a police crime reference number. Resecure loose handles and catches on any doors.Repair or replace catches, handles, locks or bolts on doors inside.Adjust doors when you have new carpets fitted.

Advice

What is the problem, for example, is the lock stiff or does it not fit properly into the keep; is the lock or handle broken; or is the door sticking or not closing properly or is it damaged? Is the property still secure?Which door is it (front, back or side, or a sliding patio door)? Is it a shared door? What type of lock or latch has it got? What is it made of (wood, plastic or metal)?What type of lock is it (mortice, cylinder mortice, cylinder rim nightlatch (Yale or Union), rim lock, or multi-point)?

We need to know

Doors, locks

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Handy hints 43-50



Drains and wastes

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Drains, wastes


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Advice

What is the problem, for example, is the waste pipe blocked or leaking; is the drain smelling or blocked; or is the gully blocked or the grid missing?If you are reporting a problem with a waste pipe, which is it (bath, basin, sink, shower or toilet)?If a waste pipe is blocked, is more than one fitting blocked, or if you live in a block of flats, are any other flats affected?If the drain is blocked, is it overflowing?If you are reporting a problem with a gully grid, is it round or square? What is it made of (metal, plastic or ceramic)?

We need to know

Drains, wastes

A blocked waste is not an emergency. We expect you to try to clear it yourself (see Handy hints on page 43). A blocked toilet is not an emergency unless you have no other toilet.If a blockage is caused by items such as nappies, air fresheners, tampons, sanitary towels, cooking fat or hair, we will charge you for the cost of clearing it. Always try to clear it yourself (see Handy hints on page 43).If you install a washing machine, dishwasher or tumble drier, you are responsible for any water supply, waste or vent connections that you have fitted to them, and for clearing any blockages.

Keep drains and waste pipes clear and try to clear blocked baths, basins, sinks or toilets.Keep gully grids clear of leaves, rubbish and so on (except in shared areas).Clear blockages or repair leaks from your washing machine or dishwasher.

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Handy hints 43-50



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Electrics

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Electrics


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Do not touch bare wires and do not touch sockets or switches with wet hands. If water is leaking onto electrical fittings or a fitting is dangerous, do not touch any switches connected to it and contact us immediately.Make sure that you know where the trip switches are in your home and understand how to reset them (see Handy hints on page 45).If you caused any damage or you call us out when you have not fed your meter, we will charge you for calling out a repair worker and for the cost of any repair work we do.

Advice

What is the problem, for example, are there no lights or power in part of, or throughout the property; is a light or light switch not working; or is a socket loose or broken?What type of fitting or socket is it?Are other homes in your block or nearby buildings affected?Is the problem related to any other problems?

We need to know

Electrics

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Reset trip switches and, if necessary, turn off the mains supply (see Handy hints on page 45).Replace light bulbs, fluorescent tubes and starters.Replace electrical plugs (not socket outlets) and plug fuses for your own appliances.Test and clean smoke detectors, and replace batteries in battery-operated detectors (see Handy hints on page 49).

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Handy hints 43-50



Floors and stairs��

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Repair any floor covering (vinyl, carpets or laminate) you have put in.Adjust doors when you have had carpets fitted.


We will not accept responsibility for damage to your carpets or other floor coverings, unless it is caused by carelessness of people working for us. If we or the contractor tell you that you need to lift your floor covering (including laminate flooring), you should do this before the workers arrive.If you lay carpets you should use carpet grippers, not glue. This makes it easier for you to lift the carpets for repairs without damaging them.If we have to replace floor tiles, we will try to match the colour but this is often not possible.If you caused the damage, we expect you to get it repaired yourself.

Advice

What is the problem, for example, is the floorboard or skirting loose or damaged; is the tread or riser broken; is the handrail loose or broken; or is the floor covering lifting or damaged? Is it in a shared area?What is the floor made of, for example, floorboards, chipboard or concrete? What type of floor covering is it, for example, stone tiles, plastic tiles or sheeting, or non-slip flooring because you have a disability?How many boards, panels or tiles are affected?If the problem is with the stair nosing, is it on shared stairs? If so, is the nosing metal or plastic?

We need to know

Floors, stairs

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Handy hints 43-50



Garages

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Replace keys or locks to garages when the keys are lost or broken.Repair any damage caused by you, a member of your family or a visitor to your home.


If a problem is caused by vandalism or a break-in, you should report it to the police and get a crime reference number, otherwise we will charge you for the repair.If you caused the damage, we expect you to get it repaired yourself.If your garage is separate from your home, you need to explain how we can find it and get in.If you cannot lock your garage, you are responsible for the security of anything left inside.

Advice

What is the problem, for example, is the garage door jammed; is the frame damaged; or is the roof damaged?If you are reporting a problem with a garage, what type of door is it (up-and-over or side-hung)? Is the car stuck inside? If you are reporting a problem with a garage roof, what type is it (tiled, metal or plastic corrugated panels, or flat)?

We need to know

Garages

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Handy hints 43-50



Gardens��

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If a problem is caused by vandalism or a break-in, you should report it to the police and get a crime reference number, otherwise we will charge you for the repair.If you caused the damage, we expect you to get it repaired yourself.

Advice

What is the problem, for example, is the fence loose or broken; is the gate sticking; is a gate catch missing; or is the path uneven or cracked?If you are reporting a problem with a fence, what type is it (wooden panels, chain link or rails)? How much is affected (number of panels or rails)?If you are reporting a problem with a gate or post, what type is it (wooden, metal or concrete)?If you are reporting a problem with a path, what is it made of (slabs, concrete, tarmac or block paving)?

We need to know

Gardens

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Remove leaves and rubbish from gullies.Maintain general garden paths (but not those leading from the road to your front or back doors).Maintain garden features such as ornamental walls.Replace keys or locks to shed doors when they are lost or broken.Replace clothes lines and rotary driers, except in shared areas.Repair any damage caused by you, a member of your family or a visitor to your home.

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Gutters

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Gutters


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Keep gully grids clear of leaves, rubbish and so on (except in shared areas).


We need to put up scaffolding for certain types of repairs to gutters. In bad weather conditions repair workers cannot work at heights, for example, on ladders, scaffolding or on the roof. This is for their own safety.

Advice

What is the problem, for example, is the gutter or downpipe loose; is it leaking or blocked; is a bracket, joint or shoe loose or broken?Which gutter or downpipe is it (front, back or side)?What is the gutter or downpipe made of (metal, plastic, concrete or other material)?What shape is it (half-round, square or ogee)? What colour is it?If you are reporting a problem with a gully grid, is it round or square? What is it made of (metal, plastic or ceramic)?How many storeys high is the building?Are there any other connected problems?

We need to know

Gutters

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Heating

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Check that your heating controls (room thermostat, timer or programmer) are set correctly.Get your own heaters repaired and serviced by qualified engineers.Keep your home properly heated and ventilated to prevent condensation and to prevent pipes from bursting during cold weather.


Advice

What is the problem, for example, is the central heating not working; is there no hot water; is a radiator leaking or not getting warm?What type of system is it (gas or electric)? Is it a wall-mounted boiler, separate gas fire, or storage or convector heater?Have you any other form of heating or hot water heating, for example, an electric immersion heater or a warm-air system (gas or electric)?If you are reporting a problem with a radiator, is it warm at the bottom and cold at the top?

We need to know

Heating

If you suspect a gas leak, phone National Grid (Gas) immediately on 0800 111999 -- use a phone outside your home. (Using a phone inside could spark an explosion.) Turn off the gas at the mains and open windows. Do not smoke or switch anything electrical on or off until the problem is fixed. Make sure that your gas supply has not been disconnected because you have not paid your bill or fed the meter. If this happens, you will have to relight the pilot light (for gas) and reset the controls yourself.If a radiator is leaking or loose because you have been doing redecoration work, we will charge you for the cost of the repair.

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Internal fittings

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Internal fittings


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If you caused any damage, we expect you to get it repaired yourself.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. If you install a washing machine, dishwasher or tumble drier, you are responsible for any water supply, waste or vent connections that you have fitted to them, and for clearing any blockages.

Install washing machines, dishwashers or tumble driers including the waste pipes, supply pipes and vents (if not already provided).Clear any blockages in your washing machine or dishwasher.Fit curtain rails, blinds and hooks.Repair or replace catches and handles on kitchen units and other cupboards.Repair any damage caused by you, a member of your family or a visitor.

Advice

What is the problem, for example, is a wall or floor unit loose or damaged; is a worktop loose or broken; is a cupboard door or drawer damaged; or are cupboard hinges or catches broken?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?If you are reporting a problem with wall tiles, what shape, size and colour are they? Are there any other connected problems?

We need to know

Internal fittings

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You should know where the stoptap is so you can turn the water off in an emergency. It is normally under the kitchen sink or in the downstairs toilet. Note: It is a good idea to turn it on and off occasionally to check that it is easy to turn off in an emergency.If water is leaking onto electrical fittings, do not touch them. Turn off the electricity supply to those fittings by turning off the trip switch for that part of the home on the consumer unit. This is called isolating or breaking the circuit (see Handy hints on page 45).If there is damage from water leaking, you may be able to claim on your own contents insurance (see Home contents insurance on page 5).If you caused any damage, we expect you to get it repaired yourself. If we need to do it you will have to pay the full cost of the repair.

Advice

What is the problem, for example, is there no water; is a pipe leaking or burst; is the overflow running or broken; or is a tap dripping or faulty?If water is leaking into your property, is it coming from the flat above? What is the address? Are there any other connected problems?If you are reporting a problem with a tap, what type of tap is it?

We need to know

Pipes, taps

If a water pipe has burst, turn off your water supply at the stoptap and then turn on all taps to allow the rest of the water to flow out.Fit supply pipework for washing machines and dishwashers (if not already provided).

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Look after any TV aerial or satellite dish you put up (see Advice below).


We need to put up scaffolding for certain types of roof repairs. In bad weather conditions, repair workers cannot work at heights, for example, on ladders, scaffolding or on the roof.If you want to put up a satellite dish, you need to get our permission first.We will tell you if an aerial or satellite dish needs to removed to allow work to be done. You must arrange for it to be taken down and put back up. Our workers will not do this for you.If you caused the damage, we expect you to get it repaired yourself.

Advice

What is the problem, for example, is the roof leaking; are tiles or slates loose or broken; has the chimney pot or cowl fallen or is it loose; or is the chimney stack crumbling?What type of roof covering is it (slate, tiles, corrugated sheeting, felting or asphalt on a flat roof)? If you are reporting a problem with the tiles, what type are they (flat, ridge, interlocking or hip)? How many storeys high is the property?Is the roof leaking?Is the chimney stack shared with another property? What is their address?

We need to know

Roofs

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Repair or replace toilet seats and lids, and clean toilet pans.Try to clear blocked toilets (see Handy hints on page 43).Repair any damage caused by you, a member of your family or a visitor to your home.


Advice

What is the problem, for example, is the toilet blocked; is the overflow running; is the cistern leaking; is the seat broken; has the pan cracked or is it leaking; is the flush handle or chain broken; or is water constantly trickling into the pan?What type of cistern is it (high-level or low-level)? If low-level, is it the flush panel, close-coupled or standard?What type of handle is it (lever handle, push-down knob or chain)? If it is a push-down knob, is it a dual-flush type?What colour is the suite?If a toilet is blocked in a flat, are any other flats affected?

We need to know

Toilets

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A blocked toilet is not an emergency unless you have no other toilet.You should always try to clear any blockages (see Handy hints on page 43).If a blockage is caused by items such as nappies, air fresheners, condoms, sanitary towels, tampons and so on, we will charge you for the cost of clearing it.If you caused the damage, we expect you to get it repaired yourself.If we need to replace a toilet which is part of an existing suite, we will try to find a colour match, but if we can’t find a match, we will provide it in white.

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Fill minor cracks and holes in walls and ceilings. Keep air vents clear and use extractor fans (where provided).Fit curtain rails, blinds, and hat or coat hooks.


Try to keep condensation to a minimum to prevent damp and mould appearing on the walls or ceiling (see Handy hints on page 47).If you, a member of your family or a visitor caused damage, we expect you to get it repaired yourself. If damage is caused by water leaking, you may be able to make a claim on your own home contents insurance (see Home contents insurance on page 5).

Advice

What is the problem, for example, is wall plaster loose or crumbling; is ceiling plaster bulging; or is there condensation or mould on the walls?Is there any damage caused by water leaking from a pipe or radiator, or through the roof?If the problem is outside, what type of wall surface is it (bricks, render, plastic or wooden cladding boards, or hanging tiles)?If you are reporting a problem with cladding boards or fascia (outside), what are they made of (wood or plastic)?If you are reporting a problem with wall tiles (inside), what shape, size and colour are they?If you are reporting a problem with a wall, what is it made of (bricks or concrete blocks)?

We need to know

Walls, ceilings

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Windows

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Replace broken or cracked glass unless you can give us a police crime reference number.Clean window vents and extractor fan vents (see Advice below).Keep window trickle vents clear and use them.Repair any damage caused by you, a member of your family or a visitor.


Advice

What is the problem, for example, is the glass cracked or broken; are frames loose or jammed; is the stay or fastener broken? What type of frame is it (wooden, plastic or metal)?What style of window is it (casement, pivot or sliding sash)?What type of glass is it (plain, obscure, or wired)? Is it double glazed?If a fastener, what type is it?Can you shut the window? Are there any other connected problems?

We need to know

Windows

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If a problem is caused by vandalism or a break-in, you should report it to the police and get a crime reference number, otherwise we will charge you for the cost of the repair.Look after the metal parts of your windows. Use a soft brush to clear away grit and dust. Then spray them with a silica wax furniture spray to keep them working smoothly. Do not use oil.Wipe away any condensation puddles that form on cills.To clean extractor fan vents, use a dry cloth or a vacuum cleaner with the brush or nozzle attachment.

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Handy hints



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Handy hints: clearing a blocked waste

General adviceBlockages in basins and sinks are usually caused by the build-up of waste in the trap -- fat, tea leaves, hair and so on. We advise you to clear waste pipes and traps at least once a month, with hot water or a clearing product. Do not use caustic soda as it destroys the plastic fittings.The trap always holds some water which stops air or foul smells coming up the drain. However, waste can build up and become stuck in it.If more than one fitting (bath, basin or sink) is blocked, the blockage may be in the soil stack or main drain. If so, contact us because we will need to clear the blockage. Blockages in toilets are usually caused by unusual objects -- nappies, toys or toilet fresheners.

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What to do

You needa bowl or bucketa jug or cup to use as a scoopa wet rag or dishclotha plunger -- for the toilet you can use a toilet brush or moprubber gloves.

To unblock a bath, basin or sinkscoop out most of the waterhold the rag tightly over the overflow openingplace the plunger over the plug hole and pump up and down rapidly.

To unblock a toiletif the pan is already full, scoop out some of the water into a bucketpush the brush or plunger to the bottom of the panpump it up and down vigorously about 10 times. This creates a vacuum and pressure, which may shift the blockageflush the toilet to see whether the blockage has gone.

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.

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Handy hints



Handy hints: resetting a trip switch

General adviceModern electric circuits are fitted with circuit breakers called trip switches. If a fault develops, a switch is tripped and the circuit is broken.All of the fuses or trip switches are in the consumer unit. Some consumer units have buttons rather than switches. The consumer unit may be next to the electricity meter (unless the meter is in an outside cupboard).A trip switch or button usually operates when:

there are too many appliances on a circuit and it is overloadedan appliance is faulty or has been misused, for example, a kettle has been over-filled or a toaster not cleanedwater has leaked into a circuit or spilt onto a pluga light bulb has blownan immersion heater is faulty.

If your lights or power go off, it means your trip switches are working properly. You can find out what caused the problem and sort it out quite easily.

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This advice only applies to modern consumer units. If you have an older fuse board type with rewirable cartridges, do not touch it and contact us immediately.


46

General advice (continued)If an appliance is faulty, leave it unplugged and get a qualified electrician or service engineer to check it. If a wall or ceiling light is faulty, keep it switched off (put some tape over the switch) and contact us.Make sure your hands are dry when you touch electrical fittings.Never touch the electricity company’s fuse and seals.

To reset a tripOpen the cover on the consumer unit to show the trip switches or buttons.Check which switches or buttons have tripped to the ‘OFF’ position and which rooms (circuits) have been affected. Put these switches or buttons back to the ‘ON’ position.

If the trip goes again, it is probably being caused by a faulty appliance or light. You need to identify which circuit is being affected, and which appliance on that circuit is causing the problem.

Check all the rooms and note which set of lights or sockets is not working.Unplug all appliances on that problem circuit, and switch off the immersion heater.Switch the ‘tripped’ switch to the ‘ON’ position (if it is a button, press it in).Plug in the appliances or switch on each light one at a time until the trip goes again. Do not use adaptors when testing appliances.

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Handy hints



Handy hints: condensation

What is condensation?Condensation starts as moisture that is produced by cooking, washing, or by drying clothes indoors on radiators.This moist air condenses on cool surfaces such as walls, mirrors, wall tiles and windows, and even some clothes.When the moist air is warm it rises and often ends up on ceilings and in upstairs rooms and then forms mould.

If mould formsWipe the mould off with antifungal solution (not washing-up liquid or water) and then apply a sealant solution to the wall. You can get these solutions from hardware or DIY stores. Always read and follow the instructions carefully.If you do not remove mould quickly, it can spread onto your personal belongings.

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Preventing condensationCondensation can happen in any home. You can take steps to prevent it.

Control moisture by:closing kitchen and bathroom doors to prevent steam going into other colder roomsopening kitchen and bathroom windows when cooking or washing so that steam can escape, or using an extractor fan if you have one fittedopening some windows in other rooms for a while each day to allow a change of airwiping down surfaces where moisture settles to prevent mould formingnot blocking air ventsnot using bottled gas heaters -- the gas produces a lot of moisture.

Produce less moisture by:drying clothes outdoors whenever possible, otherwise using well-ventilated roomscovering pans when cookingventing any tumble driers to the outside.

Keep your house warm by:taking steps to prevent heat losskeeping low background heat. This doesn’t necessarily cost more.

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Handy hints



Handy hints: about your smoke detector

If the alarm goes offTake your family to where it is easy to escape in case there is a fire.Check all rooms for signs of smoke.Feel around each door before opening it. If there is any sign of heat, smoke or noise, don’t open the door.

If a fire has broken outDo not try to tackle it yourself (smoke and fumes can kill in minutes).Get everyone out of the house and phone the fire service (999).Don’t go back for any reason until you are told by the fire service that you can return.

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Most of the smoke detectors we provide are mains-wired with back-up batteries. However, you may have a different battery-operated type of smoke detector. You are responsible for changing the batteries in battery-operated detectors once a year or when you hear it beep at intervals.

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If there is no sign of smoke or fireThe battery may need replacing if you hear it beep at intervals.Something may have caused the detector to go off by mistake. For example:

a heater or clothes drier is too near itsomeone smokes a cigarette near it or an aerosol spray is used near itcooking fumes or steam, for example, from roasting meat or burnt toastthe back-up battery (if any) is low.

To reset the detectorIf the detector has a HUSH button, press it. The alarm will stop for 10 seconds, but it then beeps every 40 seconds. If the problem does not clear after 10 minutes, the alarm will continue.If there is no HUSH button, turn off the electricity supply at the consumer unit for at least 15 minutes. Then switch the electricity back on.

To test your detectorPress and hold the test button for a few seconds. The alarm should sound.If the alarm does not sound, try cleaning it and test again.If the alarm still does not sound when tested after cleaning, contact us.

To change the battery (only if it is battery-operated)Buy a new 9-volt battery.Open the detector and unclip the battery from its connections.Clip the new battery firmly into place. Make sure it is put in the same way as the one you removed.Close the detector and press the test button to check that it works properly.

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Your notes


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This book has been developed by staff and residents working together.

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 permission in writing from Omfax Ltd.

Designed and developed for Catalyst Housing Ltd by:

Omfax Systems Limited, 21 The Causeway, Bicester, Oxon OX26 6AN

www.omfax.co.uk© OMFAX LTD 2011

Emergencies - what to doPlease fill in the boxes below to show where these items are. This information could be very important if there is a problem in your home, particularly if it is an emergency.

Gas (smell or leak). Call National Grid (Gas) immediately on 0800 111999. Turn the handle at the meter to the flat (horizontal) position.

Gas meter

Electricity. Turn the mains switch on the consumer unit up to the OFF position. If you have a power cut, call the emergency number on your latest electricity bill.

Consumer unit (fusebox)

Water. Turn the mains stop tap to the right (clockwise). If you have no water supply, you can call the emergency number on your latest water bill.

Mains water stoptap

Documents

Repairs handbook - Catalyst Housing