your repairs handbook...6 book, schedule and track your repair online at . your repairs handbook....

Your Repairs HandbookIncludes easy to use diagrams to help you report a repair.

Book, schedule and track your repair online at www.mysalix.co.uk.

How do I order a repair?You can report a repair in a number of ways;

• Online at www.mysalix.co.uk - through your MySalix account. This enables you to report a repair and book an appointment to suit you. You can also change an appointment and cancel a repair through your MySalix account.

• Call us on 0800 218 2000.

How do I order a repair?Booking an appointmentTracking my repairWhat if I miss my appointment?How do I know the operative works for you?How long will my repair take to fix?Emergency repairsAppointed repairsWhich repairs are my responsibility?Which repairs will I have to pay for?

Reporting a repair - Easy to use diagramsBasinsSinksBathsShowersFront and back doorsInside doorsDrainageExtractor fans and smoke detectorsLightingSockets, switches and powerFloors, walls and ceilingsTilingGaragesGuttersHeatingHot waterKitchen unitsLocks and fittingsGates and fencingWalls, paving, steps, clothes driersRoofsStairsToiletsWater servicesWindowsRepairing responsibilities

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Your repairs handbook.

Booking an appointmentWhen you report a repair, we will make an appointment to carry out the repair or carry out an inspection. The appointment will be at a convenient time for you. If you book your repair through the MySalix portal, you will be able to view the available appointments and choose the one that best suits you.

If it is a repair that will take longer to fix you may be offered an all-day appointment. You can also specify if you want us to avoid the school run. We do not offer appointments for emergency repairs, instead, we will respond within 2 hours.

In some cases, we may need to make further appointments if the repair is extensive or we need to order materials or parts.

2 3Book, schedule and track your repair online at www.mysalix.co.uk.

Tracking my repairWe will confirm your repairs appointment at the time that you report the repair and we will also send you a text. The text will give you a link to an app that will help you to track your repair including details of the repairs you have ordered and the date and time they are booked for. On the day of the repair, we will give you an expected arrival time once the repairs operative is on the way to your job.

Call 0800 218 2000

Contents

4 Book, schedule and track your repair online at www.mysalix.co.uk.

You need to make sure you are at home for your appointment. If you are not in when the operative calls to complete your repair, we will leave a card and you will need to contact us again to arrange a new appointment time. This will add a significant amount of time to how long it will take to complete your repair. If you do not contact us within five working days, we will cancel the repair.

It is a condition of your tenancy agreement that you give us and our representatives access to your property for inspections and repairs. We’ll normally give you at least 24-hours’ notice, except in case of an emergency like a burst water pipe.

If you do not give us access, we may have to force entry or even have to apply for an injunction to start legal proceedings against you which could result in your eviction.

How do I know the operative works for you?


All our operatives carry an identification card which they will show to you, so you know who they are. This will include their name, job title and a photograph along with the company logo. Make sure you check this before you let them in your home.

If you gave us a password when you reported your repair, ask the operative to quote this.

If you have any doubts about letting someone into your home call us immediately on 0800 212 2000 so that we can confirm they are whom they say they are.

1. Emergency repairs

You can report emergency repairs at any time on any day of the year by contacting us on 0800 218 2000.

Emergency repairs are those that pose a danger to you or others or where your home may be damaged if action is not taken straightaway. They are not things that are an inconvenience.

If your repair is an emergency, we will visit your home within 2 hours of you submitting the report to make your home safe. We may then need to make another appointment with you to fix the issue, although where possible we will try to complete the repair.

Below are things that we would consider to be an emergency;

• Blocked or fractured foul drains

• Blocked toilet (where there is only one toilet in the property)

• Gas escapes

• Hazardous electrical faults

• Major leaks or bursts that cannot be contained

• Broken glazing - will board up your window until a repair can be completed

• Total loss of electrical power

• Total loss of water supply

• Insecure external window or door lock (ground floor)

5Call 0800 218 2000

How long will my repair take to fix?We have two categories of repairs which are;

• Emergency repairs

• Appointed repairs

What if I miss my appointment?

The following are not emergencies;

• Toilets that don’t flush (a bucket of water can be used to flush the toilet as a short term measure)

• Blocked baths, sinks or basins

• Small leaks or drips – these can be contained within a bucket/ pan in the short term

• Loss of lighting in one room including the kitchen or bathroom – a lamp or landing light can be used in the short term

Where tenants misuse the emergency repairs service, we will recharge the cost of the call-out charge to the tenant.

2. Appointed repairs

Appointed repairs include all repairs that are not an emergency. If a repair is more urgent, we will try to offer you an earlier appointment than those that can wait a little bit longer.

Repairs that are not emergencies but are considered more urgent are;

• Loss of electrical power to one room/ part of your home

• Loss of water supply to part of your home

• Toilets that don’t flush

• Blocked sink, bath or basin

• Taps which can’t be turned

• A loose or detached bannister or handrail

• Minor leaks

• Roof leaks

• Overflows running from toilets or tanks

Repairs that we aim to do within 2 weeks include;

• Loose basin

• Loose taps

• Loose toilet pan or bowl



• Guttering repairs

• Hot water cylinder requiring replacement

• Repairs to the door and where there is no security risk

Some repairs may take longer than 10 days and include;

• Manufactured joinery including doors and frames that need to be made to measure

• Replacement of PVCu frames

• Paths

• Uneven flagging

• Pointing to brickwork

• Roof work (if no leak)

• Plastering repairs

• Wall tiles

• Kitchen and bathroom repairs or replacements

Which repairs are my responsibility?Some repairs are your responsibility. Below is a list of repairs and items in your home that you are responsible for;

• Cookers – unless provided by Salix Homes

• Driveways

• Electric heaters – unless provided by Salix Homes

• Electric plugs and fuses

• Electrical appliances

• Fencing and gates

• Gas fires – unless provided by Salix Homes

• Floor finishing (carpets, laminates etc)

• Gardens - clearance and maintenance

7Call 0800 218 2000


• Key replacements (including window key replacement)

• Light bulbs

• Maintaining washing machines, dishwashers, tumble dryers etc

• Repairing any damage caused by you, someone who lives with you or a visitor

• Paths in gardens

• Sheds

• TV aerials

• Any improvements made by you

• Plugs and chains to baths and sinks

• Replacing broken toilet seats

• Waster plugs and chains to baths and sinks

A full list of all repairs and who is responsible is available at the end of this booklet.

Which repairs will I have to pay for?Rechargeable repairs include;

• Lost keys and broken windows

• Repairs as a result of damage, where forced entry is required, or neglect caused by you, a member of your household or a visitor

• Alterations made by you that must be removed when you leave

• Clearing our properties before you leave (this includes removing any possessions you may have left in your old property)

If the damage was caused by vandalism or a crime, you need to report it to the police and get a crime reference number which you will need to tell us when you report the repair. (If you do not provide a crime reference or log number, the repair will be classified as a rechargeable repair)

Report a repairFollow the diagrams when reporting a repair to help us understand the problem.

9

Tap is leaking Tap is loose

Taps are brokeTap will not turn on or off

1

2

3

4

Supply pipe

Waste

Trap

Waste is leaking

Waste is blocked

Trap is broke

5

6

7

8 Plug and chain is broken or missing

Water is seeping betweenbasin and wall

11

Basin is loose

Basin is cracked

9

10


BasinsWhat is the fault and its number?

SinksWhat is the fault and its number?

10 Book, schedule and track your repair online at www.mysalix.co.uk. 11Call 0800 218 2000


BathsWhat is the fault and its number?

ShowersWhat is the fault and its number?



Front and Back DoorsWhat is the fault and its number?

Inside DoorsWhat is the fault and its number?



DrainageWhat is the fault and its number?

Extractor Fans and Smoke DetectorsWhat is the fault and its number?


Mains smoke detector is not working

1

Extractor fan isnot working

2


LightingWhat is the fault and its number?

Sockets, Switches and PowerWhat is the fault and its number?



Floors, Walls and CeilingsWhat is the fault and its number?

Plaster on ceiling is damaged

1

Plaster is cracked

Plaster on wall is damaged

4

5

6

Skirting is loose

Skirting is broken

2

3

Floorboards are loose

Floorboards aredamaged

7

8

Dud casing around pipework is damaged9

TilingWhat is the fault and its number?

Wall tiles are broken1

2

3



GaragesWhat is the fault and its number?

Up-and-over metal garage door needs repair

Up-and-over metal garage door is loose

Lock to up-and-over metal garage door is broken

1

2

3

Spring to up-and-over metal garage door is broken

4

Access to garage is needed5

GuttersWhat is the fault and its number?

Gutter is blocked

Gutter is broken or missing

Gutter is leaking

Downspout is blocked

Downspout is damaged

1

2

3

4

5



HeatingWhat is the fault and its number?

Boiler control is faulty

Radiator is cold at top

Radiator valve is damaged

Radiator is loose

Wall heater is damaged beyond repair

Heating is not working properly No heat Water leak

1

2

3

4

7

6

5

8 9 10

Hot WaterWhat is the fault and its number?


Boiler is not working properly1

Faulty time clock2

Immersion is too hot or cold

Jacket to cylinder is damaged or missing

Cylinder is leaking

Water leak No hot water

4

3

5

6 7


Kitchen UnitsWhat is the fault and its number?

Locks and FittingsWhat is the fault and its number?

Closer on top of door in property is broken

Closer needs adjusting Closer on top of door in communal area is broken

Bolt is broken

Letterplate is faulty

1

2

3 4

5


Catch is broken

Hinge is broken

Unit is loose

Drawer will not open or close properly

Drawer is broken

Drawer runners are broken

Water is seeping between worktop and wall

Cupboard door is broken

Cupboard door will not open or close properly

Worktop is damaged

Worktop leg is broken

1

2

8

3

4

5

9

6

7

10

11

Mortice lock with handle is broken

Mortice latch is broken

Rimlock is brokenMortice lock without handle is broken

Keys to Yale typelock need replacing

Yale type lockis broken

Yale type lock needs repair

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2

4 5

8

6

7

9

Handles are broken


Locks and FittingsWhat is the fault and its number?

Gates and FencingWhat is the fault and its number?

Timber gate will not open or close properly or needs repair

Timber gate post is broken

Concrete gate post is broken

Gate catch is broken or missing

Metal gate is damagedbeyond repair

Fence paling is broken

Chainlink fence is loose

Timber fence is damaged

Timber fence boardsare damaged

1

2

4

5

7

3

6

8

9



Walls, Paving, Steps, Clothes DriersWhat is the fault and its number?

Step is loose

Step is damagedConcrete path is damaged

Tarmac path is damaged

Paving slab is loose or uneven

Paving slab is brokenStone coping onwall is loose

Brick coping onwall is loose

Clothes post is damagedor missing

1

2

3

4

5

6

7

8

9

RoofsWhat is the fault and its number?

Chimney pot is damagedor missing

Metalwork on roof isdamaged or causinga leak

Plain tiles are loose

Plain tiles are brokenor missing

Slates are loose

Slates are brokenor missing

Ridge tile is loose

Ridge tile is brokenor missing

Flat roof is leaking

Concrete verge is crackedor broken

1

2

3

4

5

6

8

9

10

7



StairsWhat is the fault and its number?

Handrail is loose

Handrail bracket is loose

Tread or riser is broken

Nosing is broken

Balustrade is damaged

Newel post is damaged

3

4

1

2

5

6

6

7

4

14

13

15

16

89

10

11

12

1

2

3

5

Ceramic cistern is damaged

Pan is blocked

Pan is broken

Large joint at backof pan is leaking

Small joint at backof pan is leaking

Toilet seat is brokenor missing

Cistern is loose

Flush handle is damaged

Plastic cistern is damaged

Toilet seat is loose

Toilets What is the fault and its number?



Water ServicesWhat is the fault and its number?

WindowsWhat is the fault and its number?


Gate valve is broken

Water pipe is leaking

Stopcock is broken

Cold water tank is leaking

1

2

3

4

5

6

Clear glass is broken

Obscure or patterned glassis broken

Georgian wired glass is broken

Glazing bead is broken or missing (timber window)

Putty is broken or missing

Clear double glazed unit is broken

Obscure or patterned double glazed unit is broken

1

2

3

4

5

6

7


WindowsWhat is the fault and its number?


Item Us You Expectations

Bannisters X

Baths X Unless installed by you.

Blocked drain X We will recharge if the blockage is down to misuse.

Blocked waste to bath, basin, skink, toilet and shower

X Providing you have made an initial attempt to clear it yourself.

Brickwork X

Ceilings X

Central heating pipes, radiators, timer and thermostat

X

Chimney stacks and pots X

Cisterns X

Communal areas in flats X

Cooker X

Damp proof course X

Door entry systems X

Door locks X If broken. If you lose your keys this is your responsibility.

Doors - external and internal X

Downpipes, rain and soil stacks X

Driveways X Unless provided by Salix Homes.

Repairing reponsibilitiesThe table below gives a full list of repairing responsibilities for your home.

Silicone sealant around window is damaged

Pointing around frame is damaged

Draughts around window

Lock to PVCu window is damaged

Locking handle to PVCu window is damaged

Hinge to PVCu window isdamaged

Casement fastener isdamaged or missing

Hinge to timber window isdamaged

Casement window is notopening or closing properly

Casement stay is damaged or missing

Metal window is notopening or closing properly

1

2

3

10

11

6

4

7

8

5

9

Electric heaters X Unless provided by Salix Homes.

Electric plugs and fuses X

Electric wiring, sockets and switches

X

Electrical appliances (i.e. kettle, oven)

X

Exterior and rendering X

Fascia X

Fencing and gates X

Gas fire X Unless provided by Salix Homes.

Floor finishing (i.e. carpets, tiles etc)

X

Floorboards X

Foundations X

Garages or outbuildings X If owned by Salix Homes.

Garden clearance and maintenance

X

Gardens X

Glazing X Rechargeable if due to vandalism or damage by members of the household or visitors.A police crime reference number should be provided to avoid being recharged.


Gulley, surrounds, grids and dates

X

Guttering X

Immersion heaters X

Key replacement X

Kitchen cupboards X

Kitchen fittings and worktops

X

Light bulbs X Unless in a communal area.

Lighting pendants X

Locks and ironmongery X

Maintaining washing machines, dishwashers, tumble dryers and associated plumbing

X

Overflow pipes X

Painting - outside X

Paths to communal areas or front and back doors

X

Paths to garden X

Plaster X

Roof tiles and slates X

Sheds X

Sink base units X

Sink drainers X

Skirting boards X

39Call 0800 218 2000

41Call 0800 218 2000

www.mysalix.co.uk

Book repairs using MySalix

Log On, Job Done.

www.mysalix.co.uk

Smoke detectors X

Stairs X

Taps X

Tenant alterations and improvements

X

TV aerials X Unless communal.

Vents X

Wash basins X

Waste plugs and chains to baths and sinks

X

Water heating supply X

Water supply X Unless it is United Utilities responsibility.

Window frames and furniture X


Book, schedule and track your repair online.

www.mysalix.co.uk

0800 218 2000

Diamond House, 2 Peel Cross Road, Salford, M5 4DT

your repairs handbook...6 book, schedule and track your repair online at . your repairs handbook....

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