repairs guide

Repairs guide

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Contents

Interpretation service . . . . . . . . . . .Inside front cover

About Repair 1st . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Reporting a repair . . . . . . . . . . . . . . . . . . . . . . . . . . 3–4

Appointments, Acknowledging your repair . . . . . . . . . 4

Preparation for work to be done . . . . . . . . . . . . . . . 4– 5

How long do repairs take? . . . . . . . . . . . . . . . . . . . . . . 5

How you can help . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Our responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Right to Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6– 8

Your responsibilities, Rechargeable repairs . . . . . . . . . 8

Other types of repairs and maintenance . . . . . . . . 9 –10

Repairs Service Charter . . . . . . . . . . . . . . . 10–11

What to do if something goes wrong . . . . . . . . . . 11–12

How to use the diagram pages . . . . . . . . . . . . . . . . . 12

Diagram pages

Basins and sinks . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Baths and showers . . . . . . . . . . . . . . . . . . . . . . .14–15

Communal areas . . . . . . . . . . . . . . . . . . . . . . . . . 16–17

Doors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18– 20

Electrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21– 23

Floors, walls and ceilings . . . . . . . . . . . . . . . . . . 24– 25

Garages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Gas services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Gutters, downpipes and drainage . . . . . . . . . . . . . . . 28

Heating and hot water . . . . . . . . . . . . . . . . . . . . . . . . 29

Kitchen units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Locks, latches and fittings . . . . . . . . . . . . . . . . . 31–32

Outside of the property . . . . . . . . . . . . . . . . . . . 33–34

Roofs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Stairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Toilets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Water services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Windows and glazing . . . . . . . . . . . . . . . . . . . . . 39–41

Handy hints . . . . . . . . . . . . . . . . . . . . . . . . . . 42–48

Useful contact details . . . . . . . . . . Inside back cover

Where to find equipment . . . . . . .Outside back cover

www.stockporthomes.org

About Repair 1st To ensure that we provide the very best service andseamless approach to our customers, our repairs andvoids partner contractor Jackson Lloyd, and ourin-house team Property Maintenance Solutions (PMS),are working together under the single team name Repair1st.

The single identity reflects the use of same systems,working methods, targets, uniforms, and our collectiveaim to work in collaborative partnership to deliver thevery best to our customers in the most efficient,effective and economical way possible.

The single identity and approach also means that wecan support our internal customers such as Housingwith a single, unified way of communications andreporting and we present a common approach to oursuppliers with our combined team.

The Repair 1st team members share good practices andwork closely together to reach the next levels ofperformance for our customers.

“This is an exciting opportunity for Jackson Lloyd andStockport Homes to achieve extraordinary resultsthrough what is being regarded as one of the mostinnovative working arrangements in our sector to date.I’m sure you will all join me in wishing Repair 1st everysuccess for our customers.”

– Mark Hudson, Director of Technical Services

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Reporting a repairStockport Homes aims to provide all its customers witha high quality, efficient and comprehensive repairsservice. This booklet explains how to report repairs tous and offers advice on other aspects of looking afteryour property.

How to report a repair

You can report a repair to the Repairs Contact Centre ina number of ways:

■ Telephone: 0161 217 6016■ Text message from a mobile phone: 07797 806626■ Minicom: 0161 214 6024■ Fax: 0161 217 6020■ Email: [email protected]■ Online: www.stockporthomes.org

Quick guide to essential information

This information is included later in more detail, but tomake it easy for you to find, a summary is included onthis page.

Dealing with high priority repairs

To minimise damage to your home during a leak or burstpipe, do you know where your stoptaps are located?

High priority repairs outside office hours

We operate an emergency repairs service outside officehours, 24 hours a day, 365 days a year. (We explainemergency or high priority repairs in more detail onpage 5).

For a high priority repair:

■ call the Repairs Contact Centre on 0161 217 6016. Aphone message will advise you that your call is beingdirected to a call centre manned by the contractor’sstaff.

For emergency gas appliance repairs:

■ call the Repairs Contact Centre on 0161 217 6016.

Other emergencies (at any time of the day)

Gas leaks

■ Turn the gas supply off.■ Phone National Grid Gas on freephone 0800 111999.

Water leaks

■ Turn the water off at the stoptap or your SureStopswitch.

■ For internal water leaks contain the leak as much aspossible and call the Repairs Contact Centre on0161 217 6016.

■ For external water leaks call United Utilities on0800 330033.

Describing your repair

When contacting the office, please tell us the followinginformation:

■ Your name, address, daytime phone number andpreferred times to contact you.

■ The type of repair needed.■ As much about the repair as possible (for examplethe type and make of an appliance, or the types ofmaterial the fitting is made of).

■ The days and times when someone will be at home,or other arrangements to get into the property.

AppointmentsWe offer an appointment service for high priority androutine repairs so that they can be carried out, whereverpossible, at a time that suits you.

We will:■ make an appointment with you for the repair to becarried out;

■ make an appointment for an inspection by atechnical officer if one is needed; and

■ make sure you are left a card if you were not in whenwork has been completed to the outside of yourproperty.

Please note

We want to complete repairs as quickly as possible, soit is important for you to be at home at the agreed time.

Acknowledging your repair

For routine repair requests we will post a confirmationletter to you within 24 hours, giving you details of:

■ the repair you requested;■ the name and contact number of the contractor whowill carry out the repairs;

■ the arrangements made with you for access; and■ the category of the repair and how long it may take tocomplete.

We can send you a text message confirmation if youprefer.

High priority repairs will not be acknowledgedseparately by post.

Preparation for work to be doneIt is important to note that floor coverings should beremoved by you if we need to carry out repair work onyour floor.

We or our contractors cannot be held responsible formoving any items of furniture or floor coverings.


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You need to clear all valuable or breakable items fromareas where we need to have access to, before work isdone on your property.

Should you need special help in these matters, pleasedo not hesitate to contact the Repairs Contact Centrefor them to make arrangements.

How long do repairs take?When you report a repair it will be put into one of anumber of categories depending on the type of repairand its urgency. Each category has a time limit forgetting the work done.

These are the different repair categories and the typesof repair:

Priority U – High priority repairs

High priority repairs will be responded to within fourhours.

They include anything which is dangerous, a health riskor likely to cause serious damage.

When it is not possible to complete the work in one visit,the contractor will make your home safe and re-instateany essential services to prevent damage if necessary.The contractor will make a note of any follow-up workrequired so the work can be ordered. You will be leftwith a copy of these notes.

We want to carry out all repairs as quickly as possiblebut our high priority repairs service is for genuineemergencies only. High priority repairs are expensive.

Priority A – Routine repairs (appointed)

These are repairs which require an appointment and willbe responded to within 20 working days.

The most common types of repairs will be classed asroutine.

The Repairs Contact Centre may make an earlierappointment if available.

Priority N – Routine repairs (non appointed)

These are routine repairs which do not require anappointment and will be responded to within 20 workingdays.

They include external repairs and work in communalareas.

P – Planned repairs

Planned repairs are to be completed within six months.

They include repairs which are more suited to gatheringinto a planned programme, such as fencing orrepointing brickwork.

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How you can helpYou can help us to make better use of the money wehave available by:

■ letting us know if you cannot be in at the time agreed; ■ letting us know what we have or have not done wellby filling in the questionnaire we send to you after thework has been completed; and

■ raising any points that will help us to improve theservice we offer in the future.

You can also help us by:

■ keeping in a safe place for future reference, the nameand phone number of the contractor who is to carryout the work;

■ giving us your comments on the contractor’sperformance in the repairs satisfaction letter that willbe sent to you;

■ letting us know if the contractor has complied withour customer care practices; and

■ phoning the Repairs Contact Centre if you have anydifficulty in arranging access, or do not understandanything about the work that is to be carried out atyour home.

Please remember to ask for identification fromanyone before allowing them into your home.

Our responsibilitiesWe are responsible for repairing:

■ foundations;■ outside walls;■ outside doors and door frames;■ window frames;■ roofs and chimneys;■ gutters and downpipes;■ drainage pipes;■ water services;■ basins, sinks, baths and toilets;■ electrical services;■ central heating and hot water systems; and■ shared areas (lifts and stairs) in multi-occupieddwellings.

We are also responsible for carrying out gas and electricsafety checks. (Please see page 9 for more details).

Right to RepairThe Government has introduced regulations under theRight to Repair scheme, which gives customers theright to have certain repairs completed within statedtime limits. A leaflet about the scheme is available fromyour Area Housing Office.

Which repairs qualify for the scheme?A qualifying Right to Repair is one that appears in the listbelow and costs £250 or less. If the repair requires aninspection, the completion times listed below will takeeffect from the day after the inspection is carried out.

Qualifying repairs Prescribed period(in working days)

Total loss of electrical power 1

Partial loss of electrical power 3

Unsafe power to lighting socket or electrical fitting 1

Total loss of water supply 1

Partial loss of water supply 3

Total or partial loss of gas supply 1

Blocked flue to open fire or boiler 1

Total or partial loss of space or waterheating between 1 November and 30 April 1

Total or partial loss of space or waterheating between 1 May and 31 October 3Blocked or leaking foul drain, soil stack or toilet pan (where there is no other toilet in the property) 1

Toilet not flushing (where there is no other 1toilet in the property)

Qualifying repairs Prescribed period(in working days)

Blocked sink, bath or basin 3

Tap which cannot be turned 3

Leaking from water or heating pipe, tank orcistern 1

Leaking roof 7

Insecure outside window, door or lock 1

Loose or detached bannister or handrail 3

Rotten timber flooring or stair tread 3

Door entryphone not working 7

Mechanical extractor fan in kitchen orbathroom not working 7

What happens if the contractor does notcomplete the repair within the time limit?

If the repair is not carried out within the time limit, youcan request that another contractor carry out therepair. We will then issue your repair to anothercontractor.

What happens if the second contractor does notcomplete the repair within the time limit?

If the second contractor does not complete the workswithin the time limit, we will make a compensation

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payment to you of £10, plus £2 per day until the repair iscompleted. The maximum amount payable is £50.

How will I receive the compensation?

The compensation will be credited to your rent account.

Are there any times when the regulations will notapply?

Yes, if you:

■ tell us you no longer need the repair;■ do not give us any access details for your property;■ do not allow us into your property to carry out aninspection at the agreed time; and

■ do not allow the contractor into your property to dothe repair at the agreed time.

Your responsibilitiesYou are responsible for:

■ painting and decorating inside your property (exceptshared areas);

■ cracked and broken windows (unless caused byvandalism and you have a crime number);

■ fixtures and fittings damaged by you;■ furnishings in your home, if supplied by us; and■ any fittings, appliances or alterations supplied orcarried out by yourselves, including TV aerials,plumbing-in washing machines and dishwashers,and adapting doors to fit carpets.

Rechargeable repairs

We will ask you to pay for repair work to your property ifthe work has been caused by:■ any act of vandalism (unless you have a crimenumber);

■ damage to interior furnishings if supplied byStockport Homes;

■ any act of negligence including repeated lockchanges; and

■ removal of rubbish left in the property, loft, outhouseor garden area once a tenancy has been terminated.

When a rechargeable repair is ordered or carried out,you will be asked to sign an agreement to repay the costof the repair. We will outline the options for repaying thecost of the repair to us. The Repairs Contact Centre canaccept payment by credit or debit card. If the repair isnon-urgent we will give you the option of completing therepair yourself, subject to it being inspected oncompletion by a member of our technical staff.

When a rechargeable repair is reported to the RepairsContact Centre, you will be advised of the approximatecost of the repair.

Any criminal damage needing a repair must bereported to the police. They will provide you with acrime number which you must then forward to yourArea Housing Office.

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Other types of repairs and maintenance

Gas servicing and safety checks

We will arrange a yearly service and gas safety check ofyour boiler and any other gas appliances provided byus.

When the gas safety check is due, the Stockport Homescontractor will write to you to arrange an appointment.When you receive the letter please contact thecontractor to arrange a suitable time for them to visityou. You are going against your tenancy agreement ifyou fail to allow access for gas safety checks.

Please noteThese checks are very important for your safety andStockport Homes has a legal duty to carry them out.Please help us to ensure your safety by following theprocedure outlined above. The Council, in conjunctionwith Stockport Homes, will take legal action againstyou if you do not allow reasonable access to yourproperty for the gas safety check to be carried out.

Heating repairs

Please note the following should be carried out beforean engineer is called out (see also page 45).

In the first instance, check:

■ if the thermostat is turned down too low stopping theboiler coming on;

■ if the gas supply is still on or if it has been cut off; and

■ if the electric supply is switched on.

Electrical checks

We will arrange to check the electrics in your home atleast once every 10 years.

For further information on electrical safety see pages 45to 47 within the ‘Handy hints’ section.

Operatives code of conduct

All contractors working for us have undergone trainingon the code of conduct expected when working in yourhome.

Our operatives will:■ wear the appropriate dresswear and safetyequipment if applicable;

■ introduce themselves to you and explain the natureand duration of the work they are there to complete;

■ clearly display their company identification badge;■ use clean dustsheets to protect your belongings;■ make sure disruption is kept to a minimum;■ keep materials and equipment safe within theworking area;

■ keep you informed of progress and arrange to makefurther appointments if the job cannot be completedin one visit;

■ inform the Customer Feedback Officer of anygrievance you may have;


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■ clean up thoroughly and make sure your property isleft clean and tidy at the end of the working day;

■ make sure your property is secure at all times;■ be courteous to you and your guests;■ respect your privacy, belongings and garden;■ observe health and safety regulations and currentcodes of practice;

■ appreciate that they are working in your home, not ona building site; and

■ only access parts of your property necessary tocomplete the repair.

Our operatives will not:■ leave unfixed materials in the property;■ work outside permitted working hours without yourand their manager’s permission;

■ smoke;■ use bad language;■ use your tools or equipment;■ use a radio or personal stereo;■ use your facilities, unless you have given permission;and

■ be under the influence of alcohol or any othersubstance.

Should you feel any contractor working in your homedoes not stick to this code of conduct, please call theRepairs Contact Centre on 0161 217 6016.

Repairs Service CharterThe charter is our commitment to the quality of servicewe aim to provide. It tells you about the standard ofservice you can expect from us, so that you can decideif we are doing a good job.

If we are not achieving our standards or quality ofservice the charter tells you how to complain and howwe will respond.

Our aim is to provide you with:■ a high quality;■ efficient; and■ comprehensive repairs service.

We carry out about 40,000 repairs each year, so we arecommitted to quality of service.

Our planned objectives are to:■ consult you and involve you with decisions about thestandard of repairs and service to your home andestates, and monitor this service;

■ increase the life of our housing stock;■ make sure your home is warm and comfortable, ingood and safe repair, and meets the requirements ofthe Decent Homes target set by the Government;

■ achieve high standards of customer care;■ provide a prompt,efficient and effective repairsservice;


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■ reduce the time a property is empty;■ monitor and continue to improve the performance ofstaff and contractors, taking into account yourfeedback;

■ reduce costs on day-to-day repairs and increasespend for planned maintenance; and

■ agree to legal duties, carry out examples of bestpractice and ensure value for money.

To achieve this we will:■ provide an emergency repair service 24 hours a day,365 days a year. We will respond within four hours tomake safe or carry out a full repair for genuineemergencies, for example where there is a risk toyour safety;

■ carry out repairs for which we are responsible, or ifthey have been caused by fair wear and tear;

■ tell you when you request a repair, whether we needto inspect your home before work is carried out;

■ get back costs from you if you have wilfully damagedor neglected your home;

■ carry out repairs within sensible deadlines, to keepdown costs of emergency repairs. You will normallywait up to 20 days following your request or aninspection for routine repairs. In most cases wewould be able to carry out the repairs sooner;

■ aim to make appointments for 100% of routinerepairs when necessary and to give you the choice of

a morning or afternoon appointment for weekdays;■ give you the option to avoid ‘school runs’ andprovide an early evening appointment at least oneday a week;

■ send you a letter within 24 hours confirming yourrepair request, (if it is not an emergency) or leave avoicemail message. We will give you:– details of the repair you requested;– the name of the contractor who will carry out therepair;

– the date we will complete your repair; and– a phone number if you have any questions aboutthe repair.

■ send you a letter with a questionnaire after thecontractor has completed the repair, asking you:– how well the job was done; and– what you thought of the quality of service youreceived.

■ tell you if your repair is cancelled and give you theopportunity to re-arrange a convenient time anddate.

What to do if something goes wrongIf, for example, there has been an unacceptable orunexplained delay in carrying out the repair, or if it hasnot been done to your satisfaction, please contact theRepairs Contact Centre who will resolve the immediate


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problem. If the problem is still not resolved to yoursatisfaction, please refer to our complaints procedure.We will investigate your complaint and within tenworking days, tell you what action we will take.

Your views

We aim to carry out repairs to a satisfactory standardand in a way that causes you minimum inconvenience.We want to hear your views about the quality of theservice you get, so please return the customersatisfaction questionnaire, which you will get when therepair is completed.

How to use the diagram pagesIf you have a repair which you want to report, phone theRepairs Contact Centre on 0161 217 6016. For minicomusers please phone 0161 214 6024. If you have hearingdifficulties, the mobile number for texting purposes is07797 806626.

What is the fault and its number?

When you contact us to make a repair request, we areable to process it with more speed and efficiency if youuse the diagrams on the following pages.

The diagrams and codes that go with them are the sameones that our staff use when they are ordering your repair.

When reporting your repair please tell us:

■ the section title;

■ the number next to the item; and

■ the description that matches the type of repair youneed.

An example of this would be (using the diagram below):

■ Section – Windows and glazing

■ Number – 4

■ Description – Lock is broken

By giving us this information, staff can order your repairwith less chance of making a mistake.


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Water is seepingbetween basinand wall

1 Water is seepingbetween sinkand wall

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Basin isbroken

2

Basin isloose

3

Taps (pair) areleaking, drippingor loose

6

Basin tap is broken7

Sink tap is broken8

Basin isblocked

4 Waste pipeis broken

9

Basin isleaking

5 Pedestal isbroken

10

Sink isblocked

11 Sink isleaking

12 Waste pipeis broken

13

Sink isloose

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What is the fault and its number?Basins and sinks


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Baths and showers

Water is seepingbetween bathand wall

1

Tap is broken3

Bath is blocked4

Bath is leaking5

Baths

Plug and chain isbroken or missing

2

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Baths and showers

Shower railis broken

4

Shower curtainis damaged

5

Shower trayis leaking

6

Shower hose orhandset is broken

3

Shower pullswitch is broken

1

Pull switchcord is broken

2

Showers


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Communal areas

Small block of flats

Intercom is faulty6

Trade button is not working

7

Handset is faulty 3

Internal communallight is broken

2

External securitylight is broken

1

Fault with door entry4

Door needs easing5



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Communal areas

Tower blocks

Handset is faulty6

Fault with door entry7

Hopperheadneeds repair

2

Refuse chuteis blocked

1 Communal lightis broken

4

Intercom is faulty5

Dry riser dooris broken

3



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Doors



Inside doors

Small hole orloose panel

1 Door will not openor close properly

2

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Doors

Outside metal and PVCu doors

PVCu door does notopen or close properly

3Metal door does not openor close properly

1

Metal door needs repair2 PVCu door needs repair4



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Doors



Outside timber doors

Small hole or loosepanel

3

Door is not secure2

Door will not open orclose properly

1 Door frame isdamaged

4

Water is penetratingaround door

5

Weatherboard isdamaged or missing

6

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Electrics

Carbon monoxidedetector is faulty

1 Burglar alarm is faulty2 Smoke alarm is notworking properly

3

4 Fire alarm panel is faulty

Alarms and detectors



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Electrics

Pull switchis broken

1 4

Pull switchcord is broken

2

Switch is broken3

Light fittingis broken

5 Lampholderis broken

6 Batten holderis broken

7 Fluorescentlight is faulty

9 Security lightis not working

10 Emergency lightsare faulty

11 Lighting needs checkafter flood

12 Fault on electrics

8 Diffuser is broken

Lighting



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Electrics

Cooker controlunit is broken

1 Socket is broken2 Cooker connectionunit is broken

3

Aerial socketis faulty

4 Fan is faulty6 Electric meterbox is damaged

7Fault on communalaerial

5

Power, aerials and fans

8 Fault on electrics




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Floors, walls and ceilings

Floor and wall tiles

Wall tiles are broken1 Vinyl tiles are broken2

Quarry tiles are broken3


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Floors, walls and ceilings

Floor, wall and ceiling repairs

Wall or ceilingplaster is cracked

3

Skirting boardis loose

1

Floorboardsare loose

2

Wall or ceilingplaster is loose

4



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Garages

Garage doorneeds adjusting

1

New keys neededfor garage door

2

Garage dooris damaged

3

Locking baris broken

4 Timber garage doorneeds repair

5

6 Entry needed togarage door



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Gas services

Gas meter cupboardis broken

2Gas light is flashing 1



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Gutter is overflowing1

Downpipe is overflowing9

Downpipe is leaking10

Downpipe is loose11

Gutter is leaking2

Gutter is loose3

Soil pipe is blocked4

Soil pipe is leaking5

Drain is blocked8

Gully grate is brokenor missing

12

Gully is blocked13

Manhole cover isbroken or missing

6

Manhole cover will notopen or close properly

7

Gutters, downpipes and drainage



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2

3

8 9

4

10 11

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Heating and hot water

Immersion is notworking properly

Cylinder jacketis damaged

Cylinder isleaking

Programmeris faulty

12 Communal boiler is faulty 13 Faulty timer to heating

5 Combi boiler isnot working

7 Error message isshowing on read-out

6 Boiler is leaking

14 No heating

Gas fire is faultyElectric fire is faulty Storage heater is faulty Radiator is notworking



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Water is seepingbetween worktopand wall

6

Worktop edgingneeds renewing

7

Drawer does not openor close properly

1

Catch or handleneeds repair

2

Door is badly damaged3

Shelf needsrefixing

5

Door does not openor close properly

4

Kitchen units



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Locks, latches and fittings

Overhead closer isnot working properly

8

Spyholeis loose

1 Spyholeis broken

2 Door numbers arebroken or missing

3 Security chainis loose

4 Security chainis broken

5

Letterplate isbroken

6

Overhead closeris broken

7 Floor spring notworking properly

9 Side closer is notworking properly

10

Side closeris broken

11

Fittings



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Locks, latches and fittings

Lock or handle tometal door is broken

1

New keys neededfor Yale-type lock

5

Yale-type lockis broken

6

Mortice lockneeds repair

2

Rim lock or latchneeds repair

7 Rim lock or latchis broken

8 Door levers arebroken

9

Mortice lockis broken

3 Lock, bolt or handle toPVCu door is broken

4

Locks and latches



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Outside of the property

Rotary drierneeds restringing

2

Rotary drieris broken

3

Rotary drieris loose

4

Gate does not openor close properly

5

Gate postis loose

6

Catch or springhinge is broken

7

Gate isdamaged

8

Suffolk latchis broken

1

Gates and driers



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Outside of the property

Stone on top of wallis loose

3

Paving and walls

Stone on top of wallis damaged or missing

4

Graffiti needsremoving

5

Step isloose

1 Step isdamaged

2

Vertical tile or slateis broken or missing

6

Paving slab is looseor uneven

7

Paving slabs arebroken

8



Roofs

Chimney pot isloose

1

Chimney pot isloose or missing

2

Lead flashing isloose or missing

3 Hip or ridge tile isloose or broken

5

Slate or tile is loose6

Slate or tile is brokenor missing

7

Flat roof is leaking4

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Handrail onbalusters is loose

1

Nosing is loose6

Nosing is missing7

Newel postis damaged

8

Tread, winder orriser is loose

2

Baluster is loose3

Baluster is broken4

Handrail on wallis loose

5

Stairs



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orth

gate

(201

0)

Close coupledpan is broken

1

Cistern is notworking properly

3

Overflow is runningto toilet

2

Seat is looseor broken

4

Pan is blocked11

Pan is leaking10

Cistern is leaking9

Cistern is loose7

Pan is broken5

Pan is loose6

Cistern handleis faulty

8

Toilets



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orth

gate

(201

0)

Water services

Gate valve willnot turn on or off

1

Stopcockis broken

3

Water pipe is leaking

10

No water8

Stopcock will notturn on or off

4

Gate valveis broken

2

Knocking soundfrom pipes

9

SureStop(water shut-off)is not working

12Water tankis overflowing

5 Water tankis not refilling

6 Water tankis leaking

7

Pipe has burst11



© N

orth

gate

(201

0)

Windows and glazing

Double-glazed unitbroken – up to 0.5 square metre

5

Clear glass broken – up to0.5 square metre

1 Clear glass broken –0.5 to 1 square metre

7

Obscure glass broken – up to0.5 square metre

2 Obscure glass broken –0.5 to 1 square metre

8

Georgian wired clear glass broken –up to 0.5 square metre

3 Georgian wired clear glassbroken – 0.5 to 1 square metre

9

Georgian wired obscure glassbroken – up to 0.5 square metre

4 Georgian wired obscure glassbroken – 0.5 to 1 square metre

10

Double-glazed unitbroken – 0.5 to 1 square metre

6

Glazing

Clear Obscure

Georgian wired




© N

orth

gate

(201

0)

What is the fault and its number?Windows and glazing

Metal PVCu

Window does notopen or closeproperly

3

Espagnolettecatch does notopen or closeproperly

4Window isunsafe ornot secure

1

Lock, bolt, stay orhandle is broken

2

Stay does notwork properly

5

Metal and PVCu windows

40


41

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gate

(201

0)

Windows and glazing

Window does not openor close properly

1

Window is unsafeor not secure

2

Window frameis loose

3

Lock is broken4

Water is penetratingaround window frame

5

Timber casement windows


IntroductionReferring to the advice within this section should helpyou to identify the information you will need to providewhen reporting a repair. There may be some things thatyou can do before we attend to a repair which willprevent damage to your home or your personalpossessions. Some of the information may also help youto reduce the risk of injury to people who are in yourhome.

Frozen or burst pipesGeneral advice

■ Know where your stoptap is. It is where the water pipeenters the house, usually under the kitchen sink, adownstairs toilet or side of the chimney breast.

■ Know where the gate valves for the hot and coldwater tanks are. They are usually by the hot water andcold water tanks.

■ Make sure that you can easily turn all taps and valves.

■ Make sure pipes and tanks in your roof space arelagged. Never insulate underneath the water tank inthe loft, as it needs some heat to penetrate frombelow.

What to do

Frozen pipes

■ Turn off the water at the main stoptap.

■ Frozen pipes can be thawed gently with hot waterbottles or a hair dryer.

■ If the hot water system is frozen, turn off the waterheater.

Burst pipes

■ Turn off the water at the main stoptap and turn off anywater heaters.

■ Turn on all taps to drain water from the system. Thismay take about 15 minutes.

■ When the water stops running, turn all taps off.

■ If the electrics are getting wet, do not touch. Turnoff the electricity at the consumer unit or fusebox.

Hair dryer Hot water bottle

Stoptap Gate valve Pipe lagging


Handy hints

42

Avoiding blockages

Air fresheners that attach to the rim of the toilet panshould be fastened securely so that they do not fall inand cause a blockage. Blockages are usually caused byunusual objects such as:■ nappies;■ toys;■ sanitary towels; and■ air fresheners.

If a blockage happens as a result of one or several ofthese objects getting stuck, you may be charged forclearing the blockage.

General advice

Blockages to waste pipes are usually caused by thebuild-up of:■ fat;■ tea leaves; or■ hair in the waste trap.

Note

It is advisable to clear waste pipes and traps, preferablywith a suitable product available from most DIY stores.Do not use caustic soda as it destroys modern plasticfittings.

The trap is located under the bath, basin or sink andalways holds some water which stops air or foul smellscoming up the drain. However, waste material can buildup and cause a blockage.

Clearing a blocked waste pipe

If either the bath, basin or sink is blocked, the blockagemay be in the soil pipe or main drain. This will need to becleared by us.

Unblocking a bath, basin or sink

You will need the following:■ a bowl;■ a jug or cup;■ a rag;

Unblocking a bath, basin or sink

Unblocking a toilet Toiletbrush

‘P’ trap

Bottle trap

Seal

Plunger

Compression joint

Plunger

Unscrew hereto clean

Unscrew hereto clean

Clearing a blocked waste pipe


Handy hints

43

■ a plunger; and■ rubber gloves.

You will then need to:■ bale out most of the water, so the sink is half full;■ wet the rag and hold the rag tightly over the overflowopening; and

■ place the plunger over the plug hole and pump upand down rapidly.

Unblocking a toilet

■ If the pan is already full, remove some of the waterinto a bucket using a scoop, for example a jug or abowl.

■ Push the plunger to the bottom of the pan.■ Pump it up and down vigorously about 10 times. Thiscreates a pressure vacuum, which may shift theblockage.

■ When the blockage has gone, pour water from abucket into the pan and see if it clears.

■ You may need to repeat this process several timesbefore the toilet flushes normally. If there is noimprovement after a couple of attempts, you shouldcontact us.

Thoroughly wash your hands and all equipment after youhave finished.

Heating

Bleeding your radiators

Air in radiators can be a common fault on some heatingsystems, and 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 a radiator bleed key into the bleed vent. (Seediagram above).

■ A cloth should be held underneath the bleed vent tocatch any excess water.

■ Undo the bleed vent in an anti-clockwise direction toa maximum of one turn. Air should be heard escaping(hissing noise).

■ As soon as water starts to appear, turn off the bleedvent by turning it clockwise – do not overtighten.

■ Turn on the central heating and recheck the radiator.


Handy hints

44

Controlling your central heating

Check the following before you report yourheating is not working:

■ Is the gas supply turned on and is there credit on themeter?

■ Has a fuse in the mains board ‘tripped’? If so, resetthe circuit breaker.

■ Are all electrical switches to the heating turned to the‘on’ position?

■ Is the timer, clock or programmer set to come on forheating? Slide the heating control to the ‘on’ positionor ‘24hr’ setting. To get the heating to come on youmay need to turn the room thermostat up to a highersetting. (See diagrams below).

■ Are all your boiler controls and any switches feedingthe boiler turned to the ‘on’ position?

Electrical–General information

Before you report a repair

■ Keep a torch handy in case of a power loss.

If all of your electricity goes off:■ check you have credit on your meter or that your billhas been paid; and

■ check if there is a power cut by checking if the streetlights or your neighbours lights are on.

If there has been a power cut, you will need to contactyour electricity supplier for assistance.

Water leaks

■ If there is a water leak or spillage in your home and itaffects the electrics, for example the bath overflowsand water comes through a light fitting, do not usethe affected points. If possible, switch off thecircuit 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 andshowing exposed cables or connections, do not useit or if possible switch it off.

■ If you are not sure which circuit it is, switch everythingoff.

Thermostatsetting here

ImmersionswitchRoom thermostat

Timer orprogrammer

Timer, clock orprogrammer


Handy hints

45

Electrical–Fuse boxes

Many homes are now installed with modern fuse boxescalled ‘consumer units’ which contain circuit breakers ortrip switches. If a fault occurs these circuit breakersswitch off to prevent injury and damage. If you do nothave trip switches in your home and have rewireablefuses, we recommend that you do not attempt to repairor replace them.

Trip switches can operate for various reasons, some ofthese are:■ an overloaded circuit – for instance, too manyappliances being used at once;

■ faulty or misused appliances – for example, cookersand extension leads;

■ unclean cookers or toasters;■ overfilled kettles;■ faulty immersion heaters; and■ light bulbs blowing.

If your lighting circuit goes off, check that the tripswitches marked ‘lights’ are switched on. If any are off,switch off the main switch (usually the red one at theend), reset the circuit breaker and switch the main switchback on. Check to see which lamp has ‘blown’.

If your sockets go off, unplug everything and switch offthe main switch (this is usually the red one at the end),re-set the circuit breaker and switch the main switchback on. Go around the house plugging appliances backin until you find the one with the fault. You may need tohave the appliance replaced or repaired by a qualifiedelectrician. If an appliance is faulty, do not put the plugback in.

Warning – never tamper with the electricity supplier’sfuse, meter or seals.

Fuse board Consumer unit

Circuit breakerTrip switches


Handy hints

46

Electrical–Lighting

It is your responsibility to change pull cords, lamps,fluorescent tubes and starters. If possible, do this duringdaylight and make sure the light switch is turned offbefore you start. If you are not sure, turn off the circuit atthe fuse box. Lamps and fluorescent tubes can get hotwhile they are switched on, so be careful and let themcool down before you touch them. Make sure you use asuitable 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 hascalled. If you have any table or upright lamps, use themto light up a passageway or corridor.

Electrical–Sockets and power

Make sure the cartridge fuse in the plug is the correctrating (the proper amperage) for the appliance.

We do not supply plug tops. If a plug top is missing ordamaged it is your responsibility to replace it.

Do not overload sockets. Overloading sockets by usingadaptors is dangerous and can cause a fire.

Singlesocket

Fused spur Plug top Cartridge fuse

Doublesocket

Switched fusedspur

Lampholder

Pendant Pull cord Securitylight

Single switch Double switch

Bulkheadlight


Handy hints

47

Mould and condensationWhat to do if you get mould and condensation in yourhome:

Tip 1– Reduce the moisture

■ Keep saucepan lids on when cooking.■ Make sure tumble dryers are vented to the outside ofyour property through a drying kit (unless they are theself-condensing type).

■ Avoid drying clothes inside.■ Shut the bathroom door when showering, and thekitchen door when cooking, for at least half an hourafter use.

■ If installed, use the Envirovent fan or similarventilation system.

■ Wipe down any excess water from glazing andbathroom utilities where required.

■ Open windows and vents.

Tip 2 – Raise the temperatureLow level background heat throughout the day is betterthan short bursts of heating.This will help keep the chilloff unused rooms. Leave the heating on a low setting,even in rooms that are empty and not in use.

Tip 3 – Increase ventilation■ Use extractor fans when showering, bathing orcooking (where provided).

■ Open windows (where extractor fans are not provided).■ Move items of furniture slightly away from outsidewalls to allow air to circulate behind them.

■ Do not block up permanent ventilators such as airbricks.

More useful tips

■ Treat and remove the mould. There are variousproducts on the market that will help, such asfungicidal products available in DIY stores.You canalso wipe down affected areas of mould with dilutedbleach water and continue doing the same if it re-occurs. Please do not leave it to escalate andreach a stage of a deep black colour as you will find itharder to clean off.

■ Open vents on windows when you are in theproperty.

■ Ventilate cupboards and wardrobes. Do not overfillthem so that air can circulate freely inside. Cut smallholes in the back panel of the wardrobe to furtherhelp with air circulation. Move wardrobes at least5cm away from the surrounding wall and if possible,locate them against internal walls rather thanexternal.

For more information on mould and condensation, aleaflet is available to download from our website.


Handy hints

48

Housing OfficesEast Area Housing Office1 Berwick ParadeNorthumberland RoadBrinningtonStockport SK5 8LQPhone: 0161 474 4372Email: [email protected]

West Area Housing OfficeBridgehall Community CentreSiddington AvenueStockport SK3 8NRPhone: 0161 474 4371Email: [email protected]

The Houldsworth Centre Office will remain open for publicenquiries:The Houldsworth Centre2 Gorton RoadReddishStockport SK5 6AE

Public enquiries can also be made at:6 Stonemill TerraceLancashire Hill Stockport SK5 7RZ

Other useful informationEmergencies and repairs outside office hoursAll emergency calls must be made to the Repairs ContactCentre (details below).

Gas safetyIf you can smell gas, take immediate action:■ Turn off the gas supply.■ Phone National Grid Gas on 0800 111 999.■ Keep all electrical equipment switched off.■ Open doors and windows to allow the gas to escape.

RepairsAll repairs must be reported through the Repairs Contact Centre.Telephone: 0161 217 6016Text message from a mobile phone: 07797 806626Minicom: 0161 214 6024Fax: 0161 217 6020Email: [email protected]: www.stockporthomes.org

Water leaksPhone United Utilities on 0800 330033.

All other information should be directed to your AreaHousing Office. If you are a new customer, your NeighbourhoodHousing Officer will let you know if there is any outstanding workneeded to your property.

Useful contact details

This booklet gives you information about repairs. If you would like a copy in large print, Braille, on audio tapeor CD, please contact the Social Inclusion Team on 0161 474 2860 or email: [email protected]

A free interpreting service is available if you need help with this booklet.Please phone the Stockport Interpreting Unit on 0161 477 9000 or email: [email protected]

Please fill in the details in the box below. This information may be useful when you have toreport a repair.

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Rent reference: __________________________Property reference: _______________________

Published in January 2010 for Stockport Homes by:Northgate Information Solutions Limited

People Building, Maylands Avenue, Hemel Hempstead, Hertfordshire, HP2 4NW.

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form, or byany means electronic or mechanical, including photocopying, recording or otherwise, without the prior written consent of

Northgate Information Solutions Limited.

619/January 2010

Item Location in property

Boiler

Electrical trip switch

Fuse box

Gas tap or meter

Water stopcock

Water tank

repairs guide

Documents

rechargeable repairs

types of repairs

emergency repairs service

repairs service charter

single team

orgabout repair

coverabout repair

internal customers