Repairs Manual - Eastlands Homes

Transcription

Your repairs
manual
What to do and who to contact
➫
Contents
➫
Page
How to report repairs
3
Reporting a repair – What we need to know
4
How quickly will the repair be done?
5
Making a note of important items
5
Appointments and Inspections
6
Emergency repairs
7
Your responsibilities
9
Our responsibilities
11
Rechargeable repairs
13
Repairs – Who is responsible for what
14
Useful hints
18
Repairs guarantee – Compensation
20
Your right to repair
22
Repairs – Illustrations and information
23
Index
72
02
How to report repairs
Online at [email protected]
Visit us 8.45am to 4.30pm Monday to Friday
At Eastlands Homes:
Eastlands House, Victoria Street, Openshaw, Manchester M11 2NX
Belle Vue House, 27 Garratt Way, Gorton, Manchester, M18 8HE
Cornbrook House, 217 Stockport Road, Ardwick, Manchester, M12 4DY
Call the numbers below during office hours, Monday to Friday 8am – 5.30pm and for
Out of Hours Emergencies
Belle Vue House: 0161 230 1000
(if you live in Gorton North or Gorton South)
Cornbrook House: 0161 276 7300
(if you live in Ardwick, Levenshulme, Longsight or Rusholme)
Eastlands House: 0161 274 2390
(if you live in Beswick, Clayton or Openshaw)
Visit www.eastlandshomes.co.uk
Email [email protected]
03
Help us to help you…
Contact hours
This guide is designed to help you when
reporting a repair. It looks at the
different types of repair, and gives
important hints on what you need to
know when reporting a repair. For each
type of repair, some technical
information is given. There are also a
number of illustrations, which will help
you describe the fault to us.
'Eastline' is our dedicated customer
contact centre, available Monday Friday, 8:00am until 5:30pm.
When you report a repair we will ask
you to describe the problem. This
booklet has been designed to help you
identify the work that needs doing. That
way, it will help us do the work “right
first time”. It is impossible to cover all
areas, but we would welcome any
suggestions you may have in improving
this guide. You can find out more about
how to get involved with 'Repairs &
Maintenance' by calling our Customer
Involvement Officer on 0161 274 2136.
When you report a repair, or ask
somebody else to report it for you,
please give as much information as
possible. We need to know:
Eastlands Homes receptions are open to
personal callers Monday – Friday, 8.45am
until 4.30pm (for emergencies outside
office hours please use our usual
number)
➮ Your full address.
➮ A telephone number where you can
be contacted.
➮ Times when there will be somebody
at home to allow us to carry out an
inspection or carry out the repair.
➮ As much information about the repair
as possible.
When you’ve reported a repair, our
customer service advisor will give you
details of the arrangements.You will also
receive written confirmation of the date
and time, and the expected completion
date for the works.
04
How quickly will the
repair be done?
Every effort will be made to carry out
repairs within the given time.
Emergency
3 hours
Urgent
5 working days
Routine
10 working days
Other
45 working days
If an inspection is required, the
timescale will start from the day the
repair is reported.
Making a note of important items
Throughout this guide, you will find
information on where to find stoptaps,
fuse boxes etc, in your home. It will be
useful for you to know the location of
these items in advance.
Item
Make a note of where your important
equipment is in your property. Fill this
table in now for future reference.
Contact us if you need help.
Location
Mains water stop valve inside your home
Central heating boiler
Electricity fuse box
Gas tap/meter
Water stoptap
Hot water cylinder (if you have one)
05
Appointments
Eastline will always make an
appointment to carry out your repairs
except:
➮ Emergencies. These will be done
the same day that you reported
the repair
➮ Repairs to external parts of the
building
➮ Repairs to communal entrances
and corridors
Eastline will give you a specific date
and choice of one of four slots; AM or
PM. By prior arrangement, we can offer
a Wednesday evening or Saturday
morning appointment. In some
circumstances we might be able to be
more specific e.g. not during school runs.
Once an appointment has been made it
is important that you are in when we
call. If, for whatever reason you miss an
appointment, we will leave a card
inviting you to contact Eastline to
arrange a further appointment and
reissue the repair. You will receive
written confirmation of the revised
appointment.
If you are not at home on the second
visit, the works will be cancelled and
you will have to contact us to rearrange.
06
If we have carried out your repair whilst
you are out, we will leave a card to tell
you.
Everyone who calls carries an
Identification card and you are strongly
advised to ask to see this BEFORE
allowing any workmen into your home.
If you're in any doubt whatsoever don't
let them in. Contact Eastline who will be
able to confirm whether they are
genuine or not. Additionally if you have
the works order number you can ask
the workman to quote this.
Where we are unable to complete a
repair at the first visit, a convenient
appointment will be made to return and
complete the job.
Inspections
If it is not clear what repairs are
necessary, or if the repair is complicated,
a member of the Property Services Team
will make a convenient appointment
with you. They will carry out an
inspection to decide exactly what repair
is required.
What is an emergency?
Most repairs will be attended to by
appointment. However, occasionally
emergencies can occur which need
to be dealt with immediately.
Emergency work includes:
➮ No mains water supply
➮ Blocked toilets where the
premises contain only one toilet
➮ A loss of heating during very cold
weather. Applies only for elderly
people living alone and families
with a child under the age of 12
months.
➮ Blocked or leaking drains (but not
blocked sinks)
➮ Serious storm, accident or flood
damage to rooms
➮ Dangerous structures
➮ Serious electrical faults
➮ Regaining entry where a tenant is
accidentally locked out. However,
a charge is likely to be made in
this instance
If you feel your circumstances
require immediate attention or you
have special needs, we may be able
to view your repair as an emergency
What to do in an emergency
Fire
➮ Dial 999. Get everyone out of the
house and do not go back for any
reason
➮ Warn your neighbours if any of
them might be in danger
If you smell gas
➮ Open the doors and windows to
let fresh air in
➮ Check to see if the gas has been
left on unlit or a pilot has gone
out. If so turn the appliance off
and do not try to relight it until the
smell of gas has been cleared
from the property
07
➮ If the gas leak cannot be stopped
by turning off an appliance, or you
are uncertain whether it has been
stopped, turn the main gas supply
off at the meter. Incase of an
emergency, phone National Grid
Transco on 0800 111 999
➮ Do not turn any electrical switches
on or off. Do not use the door bell
➮ Do not smoke
➮ Do not use matches or naked
flames
Burst or leaking pipe
➮ Turn the water off at the mains
➮ If electrics are affected, turn off the
electricity at the consumer unit.
See page 24 for more advice
➮ Call our repairs service. If our office
is closed, use the emergency
number
Loss of electricity
➮ If neighbours are also affected, call
your electricity company (see under
ELECTRICITY in the phone book). If it
08
is your home affected, see advice
on page 24
➮ If the problem persists after
following the advice on page 24
call our repairs service. If our office
is closed, use the emergency
number
What can you do if the
offices are closed?
Where a very urgent emergency
happens when the offices are closed,
repairs will be carried out to make
safe the problem. If there are further
repairs required these will be carried
out within published timescales.
We operate an out of hours
emergency service that you can phone
when the offices are closed. They will
give you advice over the phone and
also arrange for our emergency
services to visit if necessary.
The out of hours emergency service
number is 0161 274 2390.
Your responsibilities
You are responsible for keeping your
home in a reasonable condition, for
attempting to solve minor problems, and
for insuring the contents of your home.
Please read the useful hints section on
page 18. You are expected to take
reasonable precautions to prevent
damage to the property by fire, frost, the
bursting of waterpipes or the blocking of
drains and sinks. We rely on you to report
any faults promptly and to provide access
to our staff to make sure that the repair
can be undertaken within our agreed
timescales. Finally, remember that
someone else will be moving into your
home if you ever decide to leave. Please
make sure that the property is clean, tidy,
reasonably decorated and that all your
unwanted belongings have been cleared,
including any in the roof space.
Protect your possessions
Some of the repairs we carry out can
cause disruption to your home. You are
advised to move any belongings away
from the work area, particularly if they
are breakable.
When working in your home, we will
use dustsheets within the work area to
offer some protection to your floor
coverings. If the work involves moving
or lifting carpets and laminated flooring
away from the work area, you are
reminded that this is your responsibility.
Please make sure you do this before we
arrive. If you are elderly, infirm or have
special needs we will move heavy or
awkward items for you. Please let us
know if you need such assistance. Whilst
we will take every care not to damage
your property we cannot take
responsibility for any damage that might
arise.
If you have young children, please make
sure that they are kept away from the
work area at all times. We may be using
materials or tools which can be harmful
or dangerous.
Gas servicing
We have a legal obligation to get a Gas
Safe registered engineer to inspect and
service gas appliances and pipes every
12 months. This will make sure that the
systems are working correctly and that
your home is safe. This servicing
arrangement is a legal requirement and
you MUST allow us access to carry out
this work.
Faulty gas appliances can give off
poisonous fumes that cannot be seen or
smelt so the regular maintenance of the
gas appliances and pipework is very
important.
09
We will always write to you to arrange a
convenient time and, in some
circumstances, may also be able to offer
an evening or weekend call. If you fail to
respond to these requests we will start
legal proceedings to gain access to your
home. This may result in you paying
some of the costs. Once the service is
complete you will asked to sign a copy
of the 'Landlords Record'. This shows
when the service was completed, any
works that are required and when the
next service is due. The engineer will
give you a copy of the 'Landlords Record'
on the day of the service, for you to
keep.
Cookers
Eastlands Homes will not connect your
cooker. You must contact a CORGI
registered gas engineer or a suitably
qualified electrician.
Alterations to your home
If planning major alterations to your
home such as fitting a new kitchen or
removing walls, you MUST first get
approval from us before you start work.
In addition some types of work will also
require you to get Planning Permission
and/or Building Control Approval.
Eastlands Homes has powers to force
works to be done to remedy any
10
unauthorised work - so be sure about it
before you start.
Some examples of alterations:
➮ Forming car run-ins
➮ Erecting a garage/car port
➮ Erecting a garden hut or greenhouse
➮ Altering windows or doors
➮ Extending central heating
➮ Installing a new kitchen/bathroom
➮ Removing internal walls
➮ Fitting a satellite dish or TV aerial
➮ Laminated or fixed Vinyl flooring
➮ Ceiling fans
Tenants contents insurance
Could you afford to replace your
possessions if they were stolen or
damaged by fire, flood or storm?
It happens in thousands of homes every
day and the effects can be devastating.
You can benefit from a special scheme
run by Eastlands Homes, the council and
an insurance company to provide
contents insurance at a discount.
We strongly recommend that you take
out contents insurance – can you afford
not to? Contact us for details.
Smoke detectors
The smoke detectors fitted in your home
will give early warning of a fire by
detecting smoke particles. They make a
high-pitched alarm noise and a light
flashes.
These can either be battery powered
or work off mains electricity [mains
powered detectors have a back up
battery should the power fail for any
reason].
If you have a battery-powered smoke
detector it is your responsibility to replace
rundown batteries. We will assist the
elderly or people with a disability to
change batteries if they are having
difficulty.
You should clean your smoke alarm(s) at
least once a year to keep the sensor
clean and free from dust.
We will visit once a year to check that
your smoke detector is working correctly.
care to keep common entrances, halls,
stairways, lifts, passageways, rubbish
chutes and any other common parts in
reasonable repair. Please refer to the
chart on pages 15, 16 and 17 for further
details on specific repairs.
Vandalism or graffiti
Please tell us quickly if you know of any
vandalism or graffiti. Do not assume that
someone else will report it. We will
prosecute vandals when there is a
witness. This will discourage others, and
save rent money being used to repair
vandalised areas. We need your help to
combat vandals. Once offensive graffiti is
reported, we will remove it within 3
hours.
Our code of conduct
Our repairs team and any contractors we
employ abide by a Code of Conduct.
We will:
Our responsibilities
We must keep the structure and exterior
of your home and the building in which
it is situated in good repair. We also
undertake to keep in good repair and
proper working order installations for the
supply of water, gas and electricity, for
sanitation and for room and water
heating. In the case of flats and
maisonettes, we will take reasonable
➮ Follow Health & Safety requirements
at all times
➮ Make sure noise and nuisance is kept
to a minimum
➮ Wear Eastlands Homes overalls and
protective equipment where
necessary
➮ Produce identification
➮ Ask permission to use your
power/water
11
➮ Refrain from playing radios without
asking your permission
➮ Use dust sheets
➮ Carry out work in a neat tidy manner
➮ Clean up after the repair is complete
➮ Deal with you in a polite/courteous
manner
➮ Show sensitivity to those with special,
cultural, faith or other needs
➮ Advise you about what work will be
done, the purpose and the length of
time
➮ Keep you advised of the work
progress and make a further
appointment if extra work is required
We will not:
➮ Accept gifts or inducements from
tenants, residents or friends
➮ Undertake any private work
➮ Tolerate abusive language or
behaviour
➮ Smoke at any of our properties –
either inside or outside
We should never leave the work
unattended without telling you and
without making sure the work area is
left safe. If we have to leave the work
for any reason we will make a
convenient appointment to return.
12
Inspection of finished works and
feedback from you
We do carry out some inspection of
works after it has been done to ensure
the work has been done properly and to
your satisfaction. It would be impossible
to inspect every single job, so a
percentage of jobs are inspected at
random.
For all of these inspections we will make
a convenient appointment with you.
Alternatively you may be contacted and
asked to complete a telephone
questionnaire. We would be grateful if
you can spare the time to answer as this
is another way of making sure we get
things right and meet your expectations.
We will also send you a satisfaction
questionnaire. If you can return this it
will help us monitor our service and
improve in the future.
Planned maintenance
Certain types of non-urgent work, such
as repairs to fencing, footpaths, painting
etc., may be put back and grouped
together into a ‘Planned Maintenance
Programme’. You will be told at the time
of reporting the fault if the repair is to be
included in a “planned maintenance
programme”. Similarly we may defer
non-urgent repairs if the fitting is due for
replacement under a Major Works or
Refurbishment Contract within the next
12 months.
Asbestos
We have a clear policy on dealing with
any building materials that contain
asbestos in our flats or houses.
You are not at risk from asbestos material
unless it is disturbed. If it is necessary to
remove asbestos material from your
home you and your family and premises
will be fully protected while the work is
in progress.
Asbestos is not dangerous if it remains
undamaged and undisturbed. However if
at any time you suspect that any building
materials, panels for example, may
contain asbestos, please ring us for
advice. If you require further information
please contact us for a fact sheet.
Re-chargeable repairs
Certain works may be charged to you,
for example if:
➮ The repair is needed because of
damage through your negligence,
wilful damage or neglect. This also
applies if any member of your
household, a visitor or any other
person at your home causes damage
➮ You fit any type of installation or fixed
appliance requiring repair that we did
not give you our written agreement
to install
➮ Having obtained prior permission and
agreed to maintain, the installation
was poorly fitted by you or some one
employed by you to do it
You must take reasonable care of your
home and report any repairs or faults to
Eastline straight away. If you have
applied to buy your home then we will
only carry out the basic repairs the law
asks us to do
If you have bought your own home you
are responsible for all repairs inside if
you own a flat or maisonette and all
repairs inside and out if you own a
house.
13
You are responsible for any alterations
you made or you agree to take on as
part of a ‘mutual exchange’ prior to the
purchase
The cost of carrying out a repair together
with any associated administrative costs
shall be recovered from you if the repair,
or the need for the repair, is considered
by us to be your responsibility.
We will always aim to tell you of the
cost at the time of reporting the
re-chargeable repair, and give you the
option of appointing your own contractor
or carrying out a repair yourself. This
must be carried out to a satisfactory
standard.
If we have to carry out a repair that
involves lifting laminate flooring or
carpets, you are responsible for any
damage that may be caused when
replacing the flooring.
What is a re-chargeable repair?
➮ Replacing locks/keys and door frames
(following forced entry) due to loss or
theft of keys
➮ Any reinstatement work following
flood, fire or other similar substantive
damage where such damage was
caused by the actions or omissions of
the tenant or other member of the
household
14
➮ Any damage deemed to be the result
of vandalism from within the
household
➮ Any unauthorised installation which
has to be made good
➮ Vandalism – unless you can quote a
police crime number
Who is responsible
for what?
The list over the next three pages sets
down the repairs that Eastlands Homes
will do and the ones that you are
responsible for. Do not hesitate to contact
Eastline if you are unsure about the repair
responsibility.
If you need a contractor to carry out any
work that is your responsibility, we can
recommend suitably qualified companies
to you.
If you would like more information
contact Eastline.
Remember: if you apply to buy your
home, Eastlands Homes will only carry
out basic 'wind and watertight' repairs. If
you go through with the purchase of the
house you will be responsible for
repairing and maintaining your home.
Repair
Bathroom fixtures
Baths
Responsibility
Us
You
Except WC seats, bathroom cabinets,
mirrors, towel rails and fittings and
toilet roll holders
✔
Except unblocking wastes
✔
Carpentry
Chains and plugs
✔
On basins, baths and sinks
✔
Chimneys
✔
Communal areas
✔
Decoration (external)
✔
Decoration (internal)
Except when damage is caused
by a structural defect
✔
Domestic appliances
(installation and repair)
Such as cookers, fridges, washing
machines, dishwashers
✔
Doors
Internal and external including frames,
hinges, locks, door jambs and thresholds,
letterboxes and handles
✔
External timber
elements
✔
Fences and gates
✔
Fire grates and
surrounds
✔
Fixture and fittings
Such as coat hooks, curtains, curtain rails
✔
Floor covering
Laminated flooring
Including adapting doors to
accommodate carpets
✔
Floor boards
✔
15
Repair
Garden
maintenance
Responsibility
Us
You
Including dustbins and refuse areas
✔
Garages
✔
Gas
✔
Glazing
If broken into you must get a crime
number from the police to avoid recharge
✔
Heating
Including storage heaters and fitted
electric fires. Except bleeding radiators
✔
Hand basins
Except blockages
✔
Hot water heaters
Including cylinder jackets
✔
Infestations
By ants, cockroaches, mice, rats or bedbugs
✔*
Immersion heaters
✔
Kitchens
Except domestic appliances
✔
Light fittings
Except light bulbs, dimmer switches,
fuses, fluorescent tubes and starters
✔
✔*
Locks of any type
Loss of keys
Including repairs to forced entry if you
get locked out
Only if provided by us
✔
Paths
Including steps, footpaths and ramps
✔
Plastering
✔
Except for washing machines and
dishwashers and bleeding radiators
* Responsibility will be determined after further investigation.
16
✔*
✔
Out buildings
Plumbing repairs
and leaks
✔*
✔
Repair
Responsibility
Us
You
Porches
Except glazing
Re-lighting pilot lights
Including the resetting of any heating
controls or programme
✔
✔
Re-washer taps
✔
Roofs
✔
Sink Units
Except blockages
✔
Skirting boards
✔
Stairs
✔
Switches and sockets
Except dimmer switches
✔
Telephone points
TV aerials and sockets
✔
Unless communal
✔
Washing lines
✔
WC seats
Windows
Waste blockages
✔
Including window sills, catches, sash
cords and frames
✔
Including basins, bath, WC’s
Worktops
✔
✔
17
Useful Hints
Looking after your home
You are responsible for keeping the
inside of your home in good condition.
To help you do this it is best to carry out
small tasks and checks to prevent future
problems such as:
➮ Wipe down on a regular basis all
windows affected by condensation. If
any mould has formed, clean it off
using a wash of a suitable product
available from all DIY stores. See
Condensation section below.
➮ Limescale can be removed from
baths, sinks, shower heads, and taps
with a descaler available from all DIY
stores.
➮ Blockages in kitchen sink waste pipes
can be prevented by flushing through
using washing soda and hot water.
➮ Outside gullies should be kept clear of
leaves and other debris so that water
drains away easily.
➮ Make sure you know where the main
stoptap is, and how to turn it off. Also,
be sure to know how to turn off your
electricity and gas supply in an
emergency. If you do not, ask any of
our staff when they next visit or
ring us.
In the Autumn you should check the
18
following list of items and notify us of
any problems. We can then repair them
before they get worse and cause you any
inconvenience:
➮ Are all your heating controls set
correctly? Are there any tiles or slates
missing or broken on your roof?
➮ Are there any leaks from gutters and
downpipes?
If in doubt, contact Eastline for details.
Condensation
Condensation occurs when there is an
excessive build up of moisture in the air,
but people create additional moisture in
their homes by:
➮ Cooking or boiling water
➮ Taking baths or showers
➮ Using paraffin or bottled gas heaters
➮ Drying clothes indoors
Warm moist air condenses and forms
water when it cools: for example when
it touches a cool surface. In your home
these can be outside walls, mirrors,
windows, wall tiles, ledges and even on
clothes.
If this condensation cannot dry out it
will cause mould to form on walls, in
cupboards, on window sills, and mildew
to form on clothes, especially leather
goods.
There are four things you can do to stop
condensation forming:
➮ Produce less moisture by covering
pans and turning down the heat
when boiling. Switching off boiling
kettles, and drying clothes outside or
in a well ventilated room, and not
using paraffin or bottled gas heaters.
➮ Let the moisture out by opening a
bathroom or kitchen window for a
while to let the steam escape, or
using an extractor fan; and by
opening windows for a while each
day to change the air in your house.
➮ Keeping your home warm by having
a low background heat: this need not
result in significantly increased
heating costs.
➮ Wipe down where moisture settles.
Leaking, Burst or
Frozen Pipes
When pipes leak
Place a dish or bowl underneath the
leak. Pull back any carpets and lay
down newspapers or towels to absorb
any dampness.
When pipes burst
Turn off the water at the main stop tap,
and any gate valves from the water
tank, and switch off any water heaters.
Open all taps to drain water from the
system.
Can it be isolated?
Some items of equipment may have
their own isolation valve (either a gate
valve, or a service valve). If not, you
may be able to isolate the fault by just
turning off a gate valve on a pipe
coming out of the cold watertank. This
will leave you with some services, even
though it might only be cold water at
the kitchen tap. You could temporarily
flush toilets using a bucket of cold
water.
If eIectric fittings get wet
DO NOT TOUCH and turn electricity
off at the meter.
When ceilings bulge
To prevent the ceiling falling down,
place a bucket under the bulge and
pierce a small hole to let the water
through.
When pipes freeze
Turn off the water at the main stop tap
and open the cold taps. It is best to
leave the pipes frozen but you may try
to thaw the pipe using hot water bottles
19
or a hair dryer. Take great care and DO
NOT USE A BLOWLAMP.
Take care to thaw from one end of the
frozen section and not from the middle.
General information
Know where your main stop tap is and
check that it turns easily and is able to
shut off the water supply. It is usually
where the waterpipe enters the house
or near the kitchen sink. Get to know
where the gate valves for the hot and
cold water tanks are.
If you go away for a few days in winter,
lower the setting on your central
heating room thermostat but leave the
heating on.
Energy efficiency
It is important when heating your home
to make sure that you get the best from
your heating system but also important
that all your heat doesn’t escape because
of poor insulation.
We operate a number of schemes, which
improve the energy efficiency in your
home and reduce cost of your fuel bills.
We can give you advice on energy
efficiency including:
➮ Using your heating system effectively
➮ Reducing your heating bills and
payment methods
20
➮ Insulating your home
Ring us for more information.
Repairs Guarantee –
Compensation
You can claim for a compensation
payment when a repair is not completed
within the published timescales. If you
owe us money, it will be taken off the
compensation.
You can claim by using our well-used
and easily accessible Complaints scheme
'Are You Satisfied'.
Certain repairs will be excluded from the
scheme, notably:
➮ Where it is found that no repair is
necessary
➮ Repairs where planned works are
imminent
➮ Repairs which are not our
responsibility
➮ Repairs where the tenants actions are
the main cause of the delay
➮ Major disabled facilities grants
Guidance on our compensation policy is
given on the next page.
Guidance on our Compensation Policy
Category
Description
Compensation amount
Repairs and
maintenance
Emergency and urgent
repairs (3 hour and 5 day
repairs) that we have twice
failed to complete within
published timescales.
Note: This is a statutory
compensation award under
the Right to Repair
provisions.
£10 plus £2 per day for each day not
carried out up to £50
Doesn't apply where: ✔ Repair attended to and parts on
order (and the tenant has been
advised)
✔ Repair is rechargeable
✔ The tenant was unavailable
when we called
Rooms not habitable
or essential facilities
not available due to
lack of repair.
A rebate of a weeks rent for each
week (or part of a week) whilst the
property is affected after the repair
completion deadline.
Lack of hot water
and/or heating beyond
the published repairs
timescales.
£2 per day after the completion
deadline for each service not available
if temporary heating and/or hot water
facilities not provided
Increased costs of utility
bills due to us using
tenants services e.g.
drying out after a burst.
£2 per day for each appliance
Damage to tenants
property due to the
negligent or inappropriate
actions of our staff or
anyone employed by us
Issue to be reviewed to assess the
value of the damaged items
following an inspection.
If upheld to be paid as a “without
prejudice” discretionary payment.
Rubbish and materials not
removed after the repair
completed.
£5 per day after 5 working days of
completion of the work.
21
Your right to repair
If we do not do your repair on time, you
can ask us to check whether you qualify
to use the Right to Repair Scheme. The
scheme only applies to some types of
repair. There are also different timescales
under the scheme for the repairs to be
carried out. If you have an outstanding
repair which does qualify under the
scheme, we will explain the process for
applying. We will also tell you if you
qualify for any compensation.
22
Bleeding a radiator
Bleeding a radiator
When to do it
If the top part of a radiator is cold, this is
because air is trapped in the system. Bleeding
the radiator releases this air and allows hot
water to fill the whole system.
Do not bleed if...
...you have a Combination Boiler: this type of
boiler will have either a pressure guage or a low
pressure light on the front or underside of the
boiler, and you will probably not have a hot
water cylinder.
Before bleeding
If the whole radiator is cold, check that the
radiator valve is open. If more than one radiator
is cold, the whole heating system will need to
be checked by a plumber.
Thermostatic radiator value
Turn off the heating system before bleeding,
otherwise the pump might draw more air into
the system.
You will need a special radiator key, available
from most DIY and hardware shops. You will
also need a rag or cloth and a bucket or bowl.
How to bleed
The bleed valve is the small square nut at the
top end of the radiator. Place the key over the
valve and hold the cloth around it to catch any
water. Gently turn the key anti-clockwise until
you hear a hiss - this is the air being released.
When water starts to come through, turn the
key back clockwise to shut the valve off. DO NOT
unscrew the valve completely as the plug will
come right out.
23
Loss of Electric light or power
Fuse or trip switch
Check your consumer unit or fuse box: it will
either have fuses or trip switches (see
diagrams). Modern electric circuits are fitted
with a circuit breaker fuse system: if a fault
develops, a switch is tripped and the circuit is
broken. Older ones have fuse holders and when
the fuse is blown it must either be replaced or
rewired using special fuse wire of the correct
amperage. Only replace a fuse if you are
confident you can do it safely, and have a
replacement of the same amperage. If in doubt
contact us or a qualified electrician.
Electrical Consumer Unit
Main on/
off switch
Fuses or trip
switches
Types of fuses
Trip
switch
Trip Switch Replaces fuses
in modern consumer units
MCB
Cartridge
type
Rewirable
type
Warning
➮ Never tamper with electricity company’s
fuse and seals.
➮ Never take any action unless you are
confident you can do it safely.
24
Setting a trip switch
Open the cover on the consumer unit to expose
the trip switches. The Consumer Unit is usually
next to the electricity meter. Check which
switches have tripped to the OFF position and put
them back to the ON position. For more detail,
refer to any handbook supplied.
If tripping occurs again
It is probably being caused by a faulty appliance.
You need to identify which circuit is affected and
which appliance on that circuit is causing a
problem.
Which appliance is faulty?
Go around the house noting which set of lights or
sockets are not working. Unplug all appliances on
that problem circuit and switch off the immersion
heater. Switch the tripped switch to the ON
position and plug in the appliances one by one
until the trip goes again. Leave that appliance
unplugged. If one of our appliances is at fault,
report the repair; otherwise get it fixed yourself
by a qualified electrician or a service engineer.
What causes it to trip or blow a fuse?
➮ An overloaded circuit
➮ Too many appliances being used at the
same time
➮ A faulty or misused appliance
➮ Overfilled kettles
➮ Unclean toasters
➮ Cooker rings worn out or cracked
➮ Faulty immersion heaters
➮ Faulty connections on leads to appliances,
eg hi-fi, TV, etc
➮ Light bulbs blowing
Plugs
The socket outlets in your home will take square
pin plugs. The plug which you require will have
a fuse inside it. We do not supply plugs and you
will have to obtain them yourself. To find out
the correct type of fuse to fit in a plug, check
the rating plate on the appliance. Do not
overload plug sockets by using multiple plug
adaptors.
Controlling your Central Heating
How to set a digital timer
Check the clock is showing the correct time. If
not, put the timer switch to ‘clock’ and adjust
the time using the ‘forward’ and ‘reverse’
buttons. Reset the timer switch to‘auto’. Set the
‘heating’ and ‘hot water’ switches to come on at
once, twice, or stay on all the time, as you
require. During freezing spells, keep the heating
on all the time and turn the thermostat down
during the night and if you are out all day.
How to set a clock timer
Turn the clock until it is showing the correct
time. Decide when you want the heating to
come on and go off and set the pins or arrows
for those times (see below for how to change
pins and arrows). Set the timer switch to ‘timer’
or ‘auto’ as appropriate to the unit. During
freezing spells, keep the heating on all the time
and turn the thermostat down during the night
or if you are out all day.
How to control the temperature
To set the thermostat turn the dial so that the
arrow or marker is against the temperature
setting you want. A comfortable temperature is
between 18°C and 22°C.
25
Changing pins on a timeclock
Push them in against any time you want the
heating to come on. Pull them out against
anytime when you want the heating to go off.
Changing arrows on timeclock
Slide the ‘on’ arrows (usually red) around the
clock to the times when you want the heating
to come on. Slide the ‘off’ arrows (usually blue)
around to the times when you want the heating
to go off.
Digital programmer
Room thermostat
Clock programmer
Storage Heater Controls
heat input
heat output
26
Clearing a blocked waste pipe
Clearing a blocked WC
Clearing a sink or bath blockage
Bale out most of the water using a suitable
container. Hold a rag firmly over the overflow
opening, and place a plunger over the
drainhole. Pump the plunger up and down
rapidly. Plungers can be obtained from most DIY
shops. After clearing the blockage, it is advisable
to clean out the trap.
Clearing blockages
If the pan is already full, remove some of the
water into a suitable container using a jug or
bowl. Push the toilet brush or plunger to the
bottom of the pan and pump up and down
vigorously about 10 times. This creates a
vacuum and pressure which may shift the
blockage. Check by flushing the toilet to see
whether the blockage has gone. You may need
to repeat the process several times before the
toilet flushes normally. Do not use plungers with
a metal disk, as these may chip or crack the
toilet bowl.
Clearing a blocked waste pipe
Clearing a blocked WC
Cleaning out a waste trap
First bale out any excess water from the bath,
basin, or sink using a jug or bowl. Place a bowl
underneath the trap and unscrew the joints to
remove the trap. Clean thoroughly and replace
the trap, checking that the seals are in place and
that all joints are screwed up tightly.
If more than one fitting is blocked
The problem may be in the soil stack or main
drain. This will need to be cleared by one of our
contractors. Blockages are usually caused by the
build-up of fat, tea leaves, hair, etc. It is
advisable to clean wastes with hot water and
soda crystals.
Avoiding blockages
Air fresheners that attach to the rim of the toilet
pan should be fastened securely to ensure they
do not fall in and cause a blockage. Blockages
are usually caused by unusual objects: nappies,
toys, sanitary towels, air fresheners, etc. If such
a blockage occurs as a result of one or several of
these objects becoming lodged, you may be
charged for clearing the blockage.
27
Overflows
To stop an overflow
If the toilet cistern is overflowing try lifting the
float to close the ball valve: if this stops the
overflow, try to tie it up, using a piece of wood
and some string, as in the diagram or using the
service valve on the supply pipe.
You can do the same with a cold water storage
tank as a temporary measure.
Typical toilet cistern showing float tied up
Service valve
Ball valve
Supply pipe
Cold water storage tank
Hot water vent pipe
Overflow pipe
Gate valves on feed pipes
28
Rising main
Stoptaps, Gate valves etc
Stop cock or stop tap
Gate valve
Service valve
Draincock
Stoptap with drain valve
29
Baths and basins
Bath
Wall tiles or
splashbacks
Seal
Plug to waste
trap and pipe
Side panel
End panel
Waste traps
‘S’ trap
‘P’ trap
Bottle trap
30
Bathrooms
and WC
Tell us
➫
Before you contact us
Bath/basin water leaking
➮ If water is near electrics, do not touch. Turn
electricity off at consumer unit main switch.
➮ Are electrics affected?
➮ Stop leak causing more damage.
➮ What is affected? (waste pipe/trap,
pipe or tap. See page 30/32)
➮ Where is the leak? (bath or basin)
➮ If pipework is affected, is it hot or
cold supply pipe, or waste trap?
Bath/basin blocked
➮ Can you clear blockage yourself?
(see Tips page 27)
➮ Are electrics affected?
➮ Where is the leak? (bath or basin)
➮ What is affected? (waste pipe/trap,
pipe or tap. See page 30/32)
➮ If pipework is affected, is it hot or
cold supply pipe, or waste trap?
Bath or basin
damaged/broken
➮ What is damaged? (bath or basin)
➮ What is affected part made from?
(metal, plastic or china etc)
➮ If a bath panel is affected, which
panel (side or end panel) and what
is it made from (hardboard or
plastic)?
➮ Does it need to be replaced or
refixed?
31
Baths and basins
Basin
Pop up waste
Wall tiles or
splashbacks
Water control
pull
Seal
Overflow
Pop up
waste plug
Pedestal
Types of taps
Standard
pillar tap
Bib tap
32
High neck
pillar tap
Lever tap
Modern
pillar tap
Supa tap
Mixer tap
Bathrooms
and WC
Tell us
➫
Damaged wall tiles
➮ Where are tiles?
➮ Are they loose, broken or damaged?
➮ How many are affected?
➮ What size and colour are they?
➮ How did it happen?
Bath panel loose
➮ Which panel is affected?
(side or end panel)
➮ What is it made from?
(hardboard or plastic)
Seal gone around bath
Seal gone around basin
Bath tap dripping
➮ What type of tap is it?
(see diagrams opposite)
Basin tap dripping
Tap loose
➮ Bath or basin tap?
➮ What type of tap?
Plug/chain required
➮ Is it on bath or basin?
33
Showers
Shower
Ceiling pullcord power switch
For electric shower
Shower head
Shower arm
Control value
Hose
Seal
Waste
Tray
Bath/shower mixer tap
34
Electric shower
Bathrooms
and WC
Tell us
➫
Seal gone around shower tray
Shower tray broken
➮ What is it made of?
(ceramic or plastic)
Shower not working
➮ If it is your own shower, this is your
responsibility.
➮ What type of shower is it? (electric
or connected to the central heating.
See diagrams opposite)
➮ If electric, check power is switched on (by cord
or switch) and controls are set correctly.
➮ What is happening?
(no water, or only hot or cold water)
➮ Do you have hot water in rest of
home?
➮ Can you see a make or model
number on shower?
Shower curtain damaged
➮ If it is your own shower curtain, this is your
responsibility.
Shower blocked
➮ If limescale is the problem, use descaler fluid
which can be bought from a DIY shop.
➮ What is causing blockage?
Shower switch broken
Shower hose broken
Shower arm broken
35
WC
WC
Overflow pipe
Cistern
Flush pipe
Supply pipe
Pan
Soil pipe
Soil pipe joint
Cistern
Flushing
handle
Overflow
Ball valve
Float
Syphon
36
Bathrooms
and WC
Tell us
➫
Damaged wall tiles
➮ Are the tiles loose, broken or
damaged?
Cubicle door not working
➮ Is it broken or stuck?
WC leaking
➮ If water is near electrics, do not touch. Turn
electricity off at consumer unit main switch.
➮ Where is leak? (Pan, cistern,or pipe
joint. See diagrams opposite)
➮ If serious, turn off water at stoptap and gate
valves from cold water tank. Open all taps to
drain water from system. Turn off heaters
affected.
➮ If leak is from cistern, is it high or
low level cistern? (see diagrams on
page 38)
➮ Is affected part loose, cracked or
broken?
➮ Is it your only WC?
➮ Is it a coloured WC or white?
WC will not flush
➮ Has water authority said that water would
be going off?
➮ Is the handle or chain moving
properly?
➮ You can use a bucket of cold water to flush
until problem is fixed.
➮ Is the float still working?
➮ If cistern is not filling, lift lid and see if
anything is stopping the float from working.
Try moving the float up and down to see if it
will fill.
37
WC
Types of WC
38
‘P’ types waste trap
‘S’ types waste trap
Low level cistern
High level cistern
Bathrooms
and WC
Tell us
➫
Overflow running
➮ As a temporary solution, tie in the up
position, thus closing the ball valve (see
page 28 for help) or turning off the supply at
the service valve.
➮ Does the overflow run outside?
➮ Is the cistern flushing?
➮ Is the float working?
➮ Is the overflow running continuously?
Seat damaged
➮ Is it broken, damaged or missing?
➮ What is it made from? (plastic,
wood etc)
➮ What colour is it?
WC blocked
➮ Try unblocking it yourself by removing
excess water into a bowl, and using a toilet
brush or plunger (without metal disk).
(See page 27 for help)
➮ What caused blockage?
Soil stack blocked
➮ Do you live in a house or flat?
➮ If a flat, which floor are you?
➮ Is your WC causing the blockage?
39
Water systems
Hot water cylinder
Types of water temp controls
Gate valve
Top entry immersion
heater (electric)
Cylinder usually
has insulation
jacket
Economy 7 controller for
water heater
Cylinder
thermostat
Bottom entry immersion
heater (electric)
Drain off valve
Cylinder thermostat
Gas boiler
Flue
Ignition light
Pilot light
Boiler thermostat
Time clock
40
Water systems
Tell us
➫
No hot water
➮ If gas, check time clock controller is set for hot
water and timer is set correctly.
➮ What heats water? (gas, electric, or
solid fuel)
➮ If electric, is there a power cut? Are
neighbours affected? If so, contact your
electricity company (see under ‘electricity’ in
Phone Book).
➮ If electric, are other electrical
facilities working?
➮ If coin or credit meter has it run out of credit?
➮ Are heating controls set correctly?
➮ Is room heating still working?
➮ Do you have an alternative source of
hot water? (immersion heater or gas
heater etc)
➮ Do you have a hot water cylinder?
41
Communal
Door entry call unit
Door entry phone in flat
Outside light
Metal hopper to refuse chute
Removable cover
42
Hopper door
Communal
facilities
Tell us
➫
Door entry faulty
➮ If door is jammed, see page 45.
➮ Has whole system failed, or is only
your home affected?
➮ Is fault at entrance or your phone?
➮ Is door jammed?
Emergency lighting faulty
➮ Which lights are affected?
➮ Is it failing to turn off or not
coming on?
➮ Is fire alarm ringing?
Communal lighting faulty
➮ Is power cut causing the problem. If so,
contact electricity board (under ‘electricity’ in
the Phone Book).
➮ Which lights are affected?
➮ Is it on all the time?
➮ Does it not come on at all?
Rubbish chute faulty
➮ What is wrong?
(chute is blocked, broken etc)
Communal TV aerial faulty
➮ What is the nature of the
problem?
43
External doors
External door
Door closer
Frame
Top rail
Door stile
Glass panel
Letter plate
Threshold
Panels
Bottom rail
Weatherboard
44
External doors and
windows
Tell us
➫
Door jammed
➮ Is it front or rear door?
➮ What type of door is it?
(see diagrams on page 46)
➮ What is door made of?
(wood, metal or plastic etc)
➮ Is door jammed open or closed?
➮ Can you still get in and out of your
home?
Door frame
damaged/rotten
➮ Is door or frame affected?
(wood, metal or plastic etc)
➮ What is wrong with it?
(damaged or rotten)
➮ Is home insecure as a result of this
problem?
Threshold rotten/
needs repair
(wood, metal etc)
(rotten, broken etc)
45
External doors
Types of external door
Panelled
Panel and glazed
Fully glazed
Glass
Glass
Rim night latch - double security
Outside
Latch
Deadlocking
cylinder
Inside
Lever
Cylinder
46
Automatic latch bolt
Hold open catch
Keep
External doors and
windows
Tell us
➫
Weatherboard rotten/broken
(wood, metal or plastic)
(rotten, broken etc)
Glass damaged
➮ If fully glazed which panel(s) is
damaged?
➮ Is it your own door or a communal
one?
➮ Is it single or double glazed?
➮ What type of glass is it?
(clear, wired or obscure)
➮ Is your home secure?
Draught coming around door
➮ Where is the draught coming from?
(between wall and frame, around
door or under door)
➮ Is there any draught proofing around
door?
Rain coming in under door
➮ Does the door have a weatherboard?
(see diagram on page 44)
47
External doors
Mortice deadlock
Rim lock
Keep
Keep
Deadlock
Escutcheon
Latch
Mortice claw bolt deadlock
Deadlock
Knob
Internal door latch
for sliding doors
Keep
Keep
Claw bolt
Thread escutcheon
Mortice sash lock
Lever handle
Outside door pull
Keep
Latch
48
Deadlock
Lever handle
Barrel cylinder
External doors and
windows
Tell us
➫
Door lock not working
➮ If it’s your own lock, it’s your responsibility.
➮ What type of lock is it?
➮ What is wrong with lock?
(lever handle faulty, spring worn
out, striking plate out of place or
lock not fitting into keep etc. See
diagrams opposite)
➮ Which door is affected?
Keys lost/locked out
➮ This is usually your own responsibility.
➮ Are you locked out of your home?
➮ What type of lock is it?
➮ Where is door?
(front, rear, patio or store)
➮ If it’s your own fitting, it’s your responsibility.
Ironmongery missing/
not working
➮ What fitting is it?
(letterplate, handle, chain, door
➮ Is door not closing properly?
➮ Is your home insecure?
49
Windows
Sash window
Casement windows
As seen from outside
Fastener
Trickle vent
Stay
Sash cords
Fastener
Weights
Window sill
Tilt & turn window
Stay
Pivot window
Pivot
hinges
Opens in for ventilation
50
Fasteners
External doors and
windows
Tell us
➫
Glass damaged
➮ If you can do it safely, remove any loose
broken glass which could be dangerous to
others, and wrap it in newspaper before
binning it.
➮ Is it single or double glazed?
➮ Where is window?
(which floor of the building, a
communal window or one to your
home)
➮ What type of glass is it?
(clear, wired or obscure)
➮ What is window frame made of?
Window frame jammed
➮ What is frame made of?
(wood, metal, or plastic)
➮ What type of window is it?
(sash, pivot or tilt window etc.
See diagrams opposite)
➮ What is causing the problem?
(rotten wood, hinges or sash cord
broken etc. See diagrams opposite)
51
Windows
Fitch sash fastener
Keep
Brighton sash fastener
Thumb catch
Hook casement fastener
Screw
Restrictor stay
Prevents window
opening fully
Hook plate
Casement stay
Stay arm
Pin plate
52
External doors and
windows
Tell us
➫
Ironmongery defective
➮ What type of window is it?
(sash, pivot or tilt window etc.
See diagrams on page 50)
➮ What is frame made of?
➮ What part is defective?
(stay, catch, fastener or lift etc.
See diagrams opposite and on
page 50)
➮ Is your home insecure?
53
Garage/garden
Up and over garage door
Tracks
Metal door
Hanger
Pivot arm
Lifting spring
Locking
mechanism
54
Frame
Garages and
gardens
Tell us
➫
Garage door faulty
➮ What type of garage door is it?
➮ What is door made from?
(wood, metal etc.)
➮ What is the problem?
(door or frame is loose, damaged or
off mechanism, lock is broken or
keys are lost etc)
Rubbish dumped in garden
➮ What sort of rubbish?
➮ Who put it there?
➮ Is it hazardous?
Clothes post broken
(concrete or metal etc)
➮ How was it broken?
Clothes line broken
➮ What type of clothes line is it?
➮ Is pulley or bracket broken?
Clothes line stolen
➮ What type of clothes line is it?
55
Electrical
Outdoor electricity meter
Electrical consumer unit or fuseboard
Main on/
off switch
Electricity meter
Electricity supply
Fluorescent lights
Fuses or trip switches
Trip switch
Replaces fuses
in modern
consumer units
Types of fuses
Trip switch
56
MCB
Cartridge type
Rewirable type
Heating, gas
and electrical
Tell us
➫
No power at all
➮ If you have a pre-payment meter, check that it
has credit on it.
➮ Is yours the only property affected?
➮ See if trip switch is activated or a fuse has blown
on consumer unit. (see page 25 for help)
➮ Has trip switch been activated or a
fuse blown on the consumer unit?
➮ Are your neighbours affected? If so, contact
your electricity board (under ‘electricity’ in the
Phone Book).
Electrical fitting smoking
➮ Do not touch fitting.
➮ What fitting is it? (light, plug etc)
➮ Turn electricity off at consumer main switch.
➮ Where is it located?
Light circuit failed
➮ See if trip switch is activated or fuse has blown
on consumer unit. (see page 25 for help)
➮ Are power sockets working?
➮ Has bulb blown?
➮ Is light fitting causing the problem?
(the pendant, batten holder, wall or
ceiling switch etc. See diagrams on
page 58)
➮ Are power sockets working?
➮ How many lights are affected?
Fluorescent tube not
working
(tube flickers, broken etc)
57
Electrical
Single power socket
Double power socket
Cooker control power socket
Ceiling pull switch
58
Smoke detector/smoke alarm
Pendant lamp holder
Batten lamp holder
Heating, gas
and electrical
Tell us
➫
Plug socket not working
➮ Is it appliance rather than power socket that
is faulty?
➮ Are other power sockets not
working?
➮ Is trip switch activated or a fuse blown in the
consumer unit? (See page 25, for help).
➮ Is trip switch activated or a fuse
blown in a consumer unit?
➮ Is there no power at all in your home? If so,
see page 57.
Appliance not working
➮ If it’s your appliance it’s your responsibility.
➮ Are other power sockets working?
➮ Is it power socket rather than appliance that is
faulty?
➮ Is trip switch activated or a fuse
blown in consumer unit?
➮ Has fuse blown in the plug? If so renew it with
a suitably rated fuse.
➮ Is trip switch activated or a fuse blown in the
consumer unit?
➮ Is there no power at all in your home? If so,
see page 57.
Smoke detector defective
➮ If it is battery operated, press in the test
button for a few seconds. If the alarm fails to
sound the batteries should be replaced.
➮ Is it battery operated?
➮ Where is the smoke detector?
➮ What appears to be problem?
➮ If you have a warden, contact them.
59
Heating
Gas boiler
Flue
Ignition light
Pilot light
Boiler thermostat
Time clock
Extractor fan
Showing wiring to fused spur
Fused spur
Types of heating controls
Digital programmer
60
Clock programmer
Room thermostat
Heating, gas
and electrical
Tell us
➫
Extractor fan faulty
➮ Is fan switched on?
➮ Where is fan?
➮ What type of fan is it?
➮ If electric, check that power is still on, and
that meter is still in credit.
Central heating boiler faulty
➮ Is it your only source of heat?
➮ Do you have hot water?
➮ If gas, check that pilot light is on.
➮ Check that room thermostat is set correctly
(usually between 18°C and 22°C. See
diagram opposite) and that the boiler
thermostat is turned to a high setting.
➮ Can you see manufacturer’s name
and what model it is?
➮ Check that clock or digital timer is set
correctly (see page 25 for help).
Communal heating faulty
➮ Check that room thermostat is set correctly
(usually between 18°C and 22°C).
➮ Is this your only source of heat?
➮ Is there any hot water?
➮ Are other flats affected?
➮ If you have a warden or caretaker, contact them.
Radiator not heating up
➮ Check that thermostatic valve is turned up
enough (See page 23 for help).
➮ Is thermostatic valve turned up
enough?
➮ Try bleeding radiator. (See page 23 for help).
➮ How many radiators are affected?
➮ Have you tried bleeding radiator(s)
affected?
61
Heating
Storage heater
Wall mounted convector heater
Control
settings
Control
settings
Supply for
convector
Supply for
convector
Panel radiator
Central heating pump
Pre-set
balancing valve
Switched
electric power
supply
Radiator valve
(See diagrams below)
Radiator valves
Manual
radiator valve
62
Thermostatic
radiator valve
Heating, gas
and electrical
Tell us
➫
Radiator leaking
➮ Try to stop leaking causing damage.
➮ Turn radiator valve off.
➮ Where is leak coming from?
(see diagram opposite)
Fumes appear in room
➮ If gas leak, do not smoke, use matches, or
turn electrical switches on or off. Open
windows. Follow emergency action outlined
on pages 7 and 8.
➮ What is causing fumes?
➮ Has flue been cleaned recently?
➮ Turn off any appliances that are causing fumes.
➮ If the heating system is the cause,
can you see the manufacturer’s
name and the model?
Storage heater defective
➮ Make sure heater is turned on at socket.
➮ How many heaters are affected?
➮ Check thermostat is set correctly.
➮ Where are they?
➮ If no power in rest of home, see page 57.
➮ What appears to be the problem?
➮ Can you see manufacturer’s name
and model number?
➮ Check thermostat is set correctly.
➮ If faulty plug, see page 59.
Radiant/convector
heater faulty
➮ Can you see the manufacturer’s
name and model?
63
Internal doors
Types of internal door
Fully glazed
Panelled
Glass
Cylinder plate
(fits to door edge)
64
Flush
Glass
Perko door closer
Spring in
cylinder
Top glazed
Anchor plate (fits to
door frame)
Door latch
Lever handle
Mortice latch
Internal doors
Tell us
➫
Door sticking/jamming
➮ Where is door?
Door Damage
➮ Where is door?
Door latch defective
➮ What type of latch fitting is it?
➮ Where is door?
65
Kitchens
Kitchen unit
Larder unit
Plinth
66
door hinge
Floor unit
Worktop
Drawer
Wall tiles or
splashback
Drawer runner
Seal
Kitchens
Tell us
➫
Damaged cupboard
➮ Which unit is affected?
(a corner unit, floor or wall unit,
with single or double doors)
➮ What part is faulty?
(see diagram opposite)
➮ In what way is it damaged?
➮ Do you think it can be repaired or
will it need to be replaced?
(wood, plastic or metal etc)
➮ What colour and size is it?
Sink unit leaking
➮ Try to stop the leak causing more damage
➮ Where is leak coming from?
(pipe, tap or waste pipe/trap.
See diagram on page 68)
Sink blocked
➮ Try to clear it yourself using a plunger.
(See page 27, for help).
➮ Are other outlets affected?
➮ Stop others using sink while blocked.
➮ What caused the blockage?
➮ Is washing machine blocked?
Damaged wall tiles
➮ Where are tiles?
➮ Are they broken, loose or missing?
67
Kitchens
Washing machine
Showing typical plumbing
Sink top
Sink waste trap
Washing machine
waste trap
Washing machine supply taps
‘P’ trap with washing machine connection
68
Kitchens
Tell us
➫
Seal gone around sink
Sink tap dripping
(see diagrams page 32)
Tap loose
Sink plug/chain required
➮ What happened to the plug and
chain?
Washing machine blocked
➮ Do you know what caused the
blockage?
69
Outside
Gutters and downpipes
Outlet
Gutter bracket
Soil pipe
Gutter
Hopper
Gully
Grid or grate
Manhole
Types of gully
Back inlet gully
70
Open gully
Roofs, chimneys
and rainwater
Tell us
➫
Manhole cover defective
➮ If dangerous, put something over it to alert
others to the danger.
➮ Where is it?
(loose, broken or missing)
➮ Is it dangerous?
Manhole overflowing
➮ Where is it located?
Gully cover defective
➮ Where is it?
(loose, broken or missing)
➮ Do you think it can be refixed or
does it need to be replaced?
➮ What size is it?
Gutter overflowing
➮ Where is the overflow coming from?
(gutter, hopper, pipe etc. See
diagram opposite)
Gully blocked
➮ Try to clear any leaves or other rubbish
yourself with a stick.
➮ What is blocking the gully?
Drains blocked
➮ What is blocking the drain?
71
Index
Subject
Basin
Blocked
Damaged/broken
Tiles damaged
Plug chain required
Seal gone
Tap dripping/faulty
Tap loose
Water leaking
Bath
Blocked
Damaged/broken
Tiles damaged
Plug chain required
Panel loose
Seal gone
Tap dripping/faulty
Tap loose
Water leaking
Boiler (central heating) faulty
Clothes line
Broken/stolen
Post broken
Cupboard (kitchen) damaged
Door (internal)
Damaged
Sticking/jammed
Latch damaged
Door (external)
Draught
Frame damaged/rotten
Glass damaged/broken
Ironmongery (letterplate, handle etc)
72
Page No.
31
31
33
33
33
33
33
31
31
31
33
33
33
33
33
33
31
61
55
55
67
65
65
65
47
45
47
49
Subject
Jammed
Lock not working
Rain coming in
Threshold damaged
Weatherboard damaged
Door entry faulty
Downpipe/guttering faulty
Drains blocked
Electrics: none at all
Electrical appliance faulty
Electrical fitting smoking
EMERGENCIES
Extractor fan faulty
Fumes in room
Garage door faulty
Gully
Blocked
Cover defective
Gutter overflowing
Heating
Communal
Radiant/convector
Storage
Hot water stopped
Keys lost
Leak
From bath/basin
From kitchen sink
From radiator
From WC
Lighting
Failed
Fluorescent tube gone
Page No.
45
49
47
45
47
43
71
71
57
59
57
7
61
63
55
71
71
71
61
63
63
41
49
31
67
63
37
57
57
Subject
Page No.
(Emergency) faulty
(Communal) faulty
Locked out
Manhole
Cover broken
Overflowing
Plug socket failed
Power: none at all
Radiator
Leaking
Not heating up
Rubbish chute faulty
Rubbish dumped in garden
Sealing strip gone
Around basin
Around shower
Around kitchen sink
Shower
Blocked
Cubicle door faulty
Curtain damaged
Hose broken
Not working
Seal gone around tray
Shower arm broken
Switch broken
Tray broken
Tiles damaged
Sink (kitchen)
Blocked
Tap dripping
Tap loose
Unit leaking
43
43
49
71
71
59
57
63
61
43
55
33
35
69
35
37
35
35
35
35
35
35
35
37
67
69
69
67
Subject
Smoke detector faulty
Soil stack blocked
Splashback damaged
Around bath/basin
Around kitchen sink
Around shower
Tap dripping/faulty on basin/bath
Tap loose on bath/basin
Threshold damaged
Tiles (wall) damaged
Bath/basin
Kitchen sink
Shower
TV aerial (communal) faulty
Useful Hints
Washing machine blocked
Waste blocked (bath/basin)
Water
Leaking from bath/basin
WC
Blocked
Leaking
Flush not working
Overflow running
Seat damaged
Soil stack blocked
Window
Frame jammed/sticking
Glass damaged/broken
Ironmongery (handle,fastener etc)
Weatherboard damaged
Page No.
59
39
33
67
37
33
33
45
33
67
37
43
18
69
31
31
39
37
37
39
39
39
51
51
53
47
73
Notes
74
75
Arabic
Bengali
Cantonese
Czech
Farsi
French
Polish
Portuguese
Punjabi
Somali
Urdu
This document can also be made available in large print,
Braille or audiotape. Please ask at Eastlands House reception
or phone us on 0161 274 2390 for this service.
This publication is printed on environmentally friendly paper from sustainable forests.
Design and production by ThinkTank Creative: 0161 236 6800.
Reprinted December 2009

Repairs Manual - Eastlands Homes

Transcription

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