repairs guide

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www.stockporthomes.org 1 “This is an exciting opportunity for Jackson Lloyd and Stockport Homes to achieve extraordinary results through what is being regarded as one of the most innovative working arrangements in our sector to date. I’m sure you will all join me in wishing Repair 1st every success for our customers.” –Mark Hudson, Director of Technical Services About Repair 1st 2 Reporting a repair 3

TRANSCRIPT

  • Repairs guide

  • 1Contents

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

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

    Reporting a repair . . . . . . . . . . . . . . . . . . . . . . . . . . 34

    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 . . . . . . . . . . . . . . . 1011

    What to do if something goes wrong . . . . . . . . . . 1112

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

    Diagram pages

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

    Baths and showers . . . . . . . . . . . . . . . . . . . . . . .1415

    Communal areas . . . . . . . . . . . . . . . . . . . . . . . . . 1617

    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 . . . . . . . . . . . . . . . . . 3132

    Outside of the property . . . . . . . . . . . . . . . . . . . 3334

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

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

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

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

    Windows and glazing . . . . . . . . . . . . . . . . . . . . . 3941

    Handy hints . . . . . . . . . . . . . . . . . . . . . . . . . . 4248

    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.Im sure you will all join me in wishing Repair 1st everysuccess for our customers.

    Mark Hudson, Director of Technical Services

    2

    Inform

    ation for customers

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  • 3Inform

    ation for customers

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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: housing.repairs@stockporthomes.org 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 contractorsstaff.

    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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    Inform

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  • 5Inform

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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 orrep