SECTION ONE: INTRODUCTION

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SECTION ONE: INTRODUCTION

Welcome to Redbridge Homes

Message from Christine Lee

ALMO Chairperson ALMO Chairperson ALMO Chairperson ALMO Chairperson

I would like to welcome you to Redbridge Homes, the new Arms Length Management Organisation (ALMO) for London Borough of Redbridge. Redbridge Homes is now managing the housing services, including repairs and maintenance, with ownership of properties remaining with London Borough of Redbridge.

London Borough of Redbridge Housing Services has over 4700 homes for rent to local people. As part of its commitment to provide good quality and affordable housing it has modernisation programmes in place to continually upgrade its properties, which include the

installation of central heating and double-glazing. It is London Borough of Redbridge’s aim that every home it owns will meet the Decent Homes standard by 2013. In order to achieve this objective - and following responses from tenants and leaseholders regarding options for financial investment - the council became involved in the set up of Redbridge Homes.

Redbridge Homes is geared towards the improved delivery of housing services and the facilitation of objectives outlined in council

improvement plans which were developed in partnership with residents and councillors.

Redbridge Homes was inspected in February 2009 by the Audit Commission. We were classified as delivering an accessible and customer focused repairs and maintenance service and our strengths outweighed our weaknesses. Redbridge Homes is aiming to build on the improvements already made within the repairs service whilst addressing recommendations in the Audit Commission report. These aims include improving the quality of materials used, introducing a graphic repairs diagnostic tool, carrying a Value For Money review of the Morrison contract and improving the Aids and Adaptations Service.

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Redbridge Homes looks forward to continuing London Borough of Redbridge’s practice of working closely with residents in the delivery of an efficient repairs and maintenance service.

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Our commitment to you

Redbridge Homes is committed to providing you with a repairs service that is accessible and efficient. The success of the repairs service and your satisfaction are priorities for us and we are constantly striving to improve our service and develop it in a way that meets your requirements.

Our aim is to ensure that you experience a professional and reliable service, from the initial reporting of the repair through to completion of the work. As part of our drive to provide the best possible repairs service, residents are able to use a freephone number to speak to a repairs expert 24 hours a day, 365 days a year. Residents are also able to report repairs through the use of email, fax and text.

We provide you with a choice of appointment dates and times, based on the priority of the repair. Satisfaction surveys are sent out with every repair order to provide you with the opportunity to feedback on your experience and be involved in the development of the repairs service. Redbridge Homes also carries out regular inspections of works to ensure that the highest standards are being met.

The Repairs Handbook is provided to you to explain our repairs service. It includes details on how to contact us to report your repairs, what repairs Redbridge Homes is responsible for, how we will make appointments with you and timescales in which we attend to your repairs.

You will also find information about the external repairs and painting programme and the major works programme in the handbook. It also highlights your responsibilities as a tenant or leaseholder and provides advice on how to maintain the condition of your home.

Redbridge Homes is focused on improving its service to you and welcomes any feedback from you that enables us to do this.

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SECTION TWO: THE

SECTION TWO: THE REPAIRS SERVICE

REPAIRS SERVICE

Responsibility for repairs in tenanted properties

As a council tenant there are some repairs that you will be responsible for and some that Redbridge Homes will undertake on your behalf. The following list indicates whether a particular repair is the

responsibility of Redbridge Homes or the tenant. A tick shows who is responsible for the repair.

Outside your home Outside your home Outside your home

Outside your home Redbridge Redbridge Redbridge Redbridge Homes Homes Homes Homes Tenant Tenant Tenant Tenant Roof Roof Roof Roof

Chimney and chimney stacks

Roof structure and coverings

Guttering, rainwater pipes and clips

Fascia, soffit and barge boards

Windows Windows Windows Windows

Window frames, external cills (unless already provided as part of the frame design and seals)

Glazing Glazing Glazing Glazing

Glazing where caused by criminal damage

Glazing of windows Window ironmongery Window vents Doors Doors Doors Doors

(External) Outside doors, frames, other boards and threshold strips

Outside door locks and ironmongery

Doors cont’d Doors cont’d Doors cont’d

Doors cont’d Redbridge Redbridge Redbridge Redbridge Homes Homes Homes Homes Tenant Tenant Tenant Tenant

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Pipes and drains Pipes and drains Pipes and drains Pipes and drains

Soil and vent pipes and clips

Drains and gully surrounds

Gully grids

Drain blockage

Inspection chambers

Gardens and boundaries Gardens and boundaries Gardens and boundaries Gardens and boundaries

Dividing fencing to gardens

Garden walls, but only to match original standard for that part of the estate

Front, side and rear gates, including

ironmongery

Paths, steps and other means of access, if

owned by the council

Car hard standings and gates, if owned by the

council Gaining entry Gaining entry Gaining entry Gaining entry

Entry to property if keys lost

Inside your home Inside your home Inside your home

Inside your home Redbridge Redbridge Redbridge Redbridge Homes Homes Homes Homes Tenant Tenant Tenant Tenant Windows Windows Windows Windows

Internal timber, UPVC or tile window cills (unless affected by woodworm)

Skirting boards and picture rails (unless

affected by woodworm) Window vents Doors Doors Doors Doors

Internal doors, ironmongery and threshold strips (unless affected by rot or woodworm)

Walls Walls Walls

Walls Redbridge Redbridge Redbridge Redbridge Homes Homes Homes Homes Tenant Tenant Tenant Tenant Internal walls

Major plaster work, plaster air vents and cornice

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Minor repairs to plasterwork, such as cracks and small holes (under six inches or 150mm square)

Splash back wall tiles and grouting, to match existing tiles as closely as possible

Floors Floors Floors Floors

Concrete floor (not including floor tiles) Vinyl floor tiles where fitted by the council (full

replacement will only be carried out to bathroom/wc/kitchen if part of

kitchen/bathroom refurbishment programme)

Loose floor coverings and fitted carpets

Floorboards and joists

Ceilings Ceilings Ceilings Ceilings Major plasterworks

Minor repairs to plasterwork, such as cracks and small holes (under six inches or 150mm square) Fireplaces Fireplaces Fireplaces Fireplaces Fireplaces Sweeping chimneys Staircase Staircase Staircase Staircase

Staircase, banisters and handrails

Bathroom Bathroom Bathroom Bathroom

Bath panels (unless part of bath replacement or refurbishment)

Kitchen Kitchen Kitchen

Kitchen Redbridge Redbridge Redbridge Redbridge Homes Homes Homes Homes Tenant Tenant Tenant Tenant

Kitchen cupboards and drawers

Cupboard door catches, handles and hinges

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Full kitchen refurbishment but only as part of the internal works programme

Electrical items Electrical items Electrical items Electrical items

Electrical wiring, sockets and light fittings

Plugs

Electric consumer unit (fuse box) Electrical storage heaters, but only if owned by

the council

Electric fires, but only if owned by the council

Electric meter and supply of electricity Immersion heater, but only if owned by the

council

Cookers

Extractor fans, but only if owned by the council

Plumbing Plumbing Plumbing Plumbing

Water service pipes, overflow pipes and water tanks

Blocked sink, bath and hand basin waste pipes Blocked toilet the first time only, unless the

drain is faulty

Replacement taps, stop cocks and wheel valves

Kitchen tap washers

Sink unit

Wash hand basin

Toilet flushing systems

Toilet seats

Bath or shower tray

Plugs and chains

Shower, if owned by the council

Plumbing cont’d Plumbing cont’d Plumbing cont’d

Plumbing cont’d Redbridge Redbridge Redbridge Redbridge Home Home Home Homessss Tenant Tenant Tenant Tenant

Seal to bath and sink unit/tiles joint

Bleeding of radiators Gas Gas Gas Gas

Gas pipe work

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Gas fires, unless they belong to the tenant

Gas water heaters

Radiators, valves, time clocks and thermostats

Gas boiler

Cookers, but only if owned by the council Disconnection and reconnection of cookers not

owned by the council

Alarms Alarms Alarms Alarms

Smoke alarms (when fitted by the council but excluding replacement of any batteries)

Carbon monoxide alarms (only where fitted)

Home security Home security Home security

Home security

Extra door and window locks

Security door chains and spy holes

Home energy efficiency Home energy efficiency Home energy efficiency

Home energy efficiency

Draught proofing to windows (unless already provided as part of the window design)

Draught proofing to doors (unless already

provided as part of the door design)

Repairs that are your responsibility should be carried out or arranged by yourself. You are also responsible for carrying out any work necessary as a result of damage by you, members of your household or any visitors.

If Redbridge Homes carries out any repairs that are found not to be due to fair wear and tear, you may be charged for the work. We will give you an estimate for the work and will send you an invoice once the work has been completed.

In all cases, check if you can make an insurance claim against your own policy.

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Responsibility for repairs in leasehold

properties

If you are a leaseholder you are responsible for repairs and maintenance work in your property. This includes the following:

• Any internal decorations; • Window glazing;

• Plastering and other surfaces of the floor, walls and ceiling; • Entrance door to the property and any other external doors and

frames, ie back doors;

• Your water tank if it serves your property alone;

• Any plumbing and electrical services that serve your property alone;

• Any fixtures and fittings unless they are council, ie phone cables and handsets.

Responsibility for communal repairs

Redbridge Homes is responsible for communal repairs to your block and estate, as follows:

The structure and external condition of the block;

External areas of the estate, which includes estate walls; Boilers for shared heating and hot water;

Shared electricity supplies;

Shared areas and services, for example, staircases, lifts and shared TV aerials;

Gutters, rainwater and soil pipes;

Penetrating damp which has been caused by structural problems. The shared cost of such works will be passed on to leaseholders

through annual service charges or through major work charges. If you are a leaseholder and would like further information on major work charges please contact Home Ownership on

For any other information regarding external works please contact Asset Management on 020 8708 7615.

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Introduction to Morrison Facil

Introduction to Morrison Facilities Services

ities Services

Morrison Facilities Services are responsible for dealing with your day to day repairs. They are one of the largest repairs contractors in the country, looking after over 300,000 properties on behalf of social landlords. They operate in several London boroughs including the London Borough of Redbridge, and various towns and cities

throughout the country.

In Redbridge, Morrison Facilities Services currently employ 95 staff previously employed by the council, including the staff at the Morrison Repair Centre. In order to ensure a high quality of service, each

member of staff employed by them is required to complete the

Passport to Work programme, which is an intensive induction process.

What you can expect from the Morrison Repair Centre: • A polite and helpful operator;

• Ease of repair reporting; • Accurate repair diagnosis;

• An effective appointment system at first point of contact; • Tenant satisfaction survey over the phone.

What you can expect from the operative who attends to your repair: • Operative will arrive within the appointed time;

• Operative will be uniformed, carrying a ‘Passport to Work’ card as identification and, if you have made a request, will state a password of your choice;

• Operative will have the appropriate tools and materials; • Operative will explain the job to be undertaken and once the

work is complete, will check if it has been carried out to your satisfaction;

• Operative will be determined to get the job right first time; • Operative will maintain a respectful attitude to the resident, the

property and the job;

• Operative will adopt a tidy work practice and leave the property in a clean state.

• Operative will give you the opportunity to complete a satisfaction survey electronically for most repairs.

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What you can expect from the Management Team of Inspectors: • 10% of all works undertaken will be inspected by a dedicated

inspector;

• A customer satisfaction survey will be undertaken for all works carried out via the tenant confirmation letter;

• A satisfaction survey will be sent out with every repair except emergencies

What Morrison Facilities Services expect from you:

• To keep appointments that are made for you. If you cannot then please contact the Morrison Repair Centre before the

appointment date and an alternative appointment will be made at a convenient time for you.

• Try and be as descriptive as possible about the required repair, as this will help the job to be completed on the first visit and be less of an inconvenience to you. Delivering a customer focused service is paramount to Morrison Facilities Services and they look forward to working closely with the tenants of London Borough of Redbridge to continuously develop a service that meets your needs. Please remember that Morrison Facilities Services can only improve the repairs service with your assistance.

Morrison Facilities Services are developing a customer satisfaction survey that they hope will further help you to assist in monitoring the repairs service.

If you would like further information or want to comment on the service provided by Morrison Facilities Services, please contact the Morrison Repair Centre on 0800 39 39 94. You can write to the Repair Centre at Unit 5, Bourne Court, Southend Road, Woodford Green, Essex, IG8 8HD.

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Reporting repairs

We believe in making it simple to report repairs so we have just one number for you to remember (some mobile phone companies may charge you to ring 0800 telephone numbers).

0800 39 39 94

So when you need to report a repair to your home you can contact us 24 hours a day, 365 days of the year, to speak with a repairs expert who has access to a computerised system which will help them to diagnose your repair.

If required, we are able to arrange for an interpreter to assist you with reporting your repair over the telephone.

Our local area Housing Offices are fitted with direct telephone lines to the Morrison Repair Centre. Staff at these offices also have access to interpretation services to assist you with reporting your repair.

You can also report your repair by email to

[email protected], by fax to 020 8708 5983 or by text on 07809 530 811. Text messages will be charged at your

network provider’s standard rate.

When emailing, faxing or texting, please include your name, address, telephone number and a brief description of the repair.

(Please do not use email, fax or text to report emergency repairs, as the phone is much quicker!)

Please remember to refer to the repairs guide Please remember to refer to the repairs guidePlease remember to refer to the repairs guide Please remember to refer to the repairs guide

before reporting your repair before reporting your repair before reporting your repair

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How quickly will we do a

How quickly will we do a repair

repair

repair????

Our response time to any repair depends on how urgent it is. When repairs are reported, they are placed in a priority category according to the work type:

Out of Hours, Emergency, Urgent and Routine.

The table below shows our response target times to deal with your repair request:

Out of Hours

Out of Hours emergency repairs are normally attended to and made safe within 2 hours,

E.g. burst pipe, loss of electrical power.

Emergency

Emergency repairs normally attended to within 2 hours and completed within 24 hours,

E.g. blocked toilet, drain blockage, insecure external door or window lock, no heating or hot water.

Urgent

Work normally done within 3 working days,

E.g. ease and adjust external door, clear airlock in cold water pipe causing water hammer.

Routine

Work normally done within 28 days, _{E.g. renew bath, repairs to fence and gate, leaking gutters.}

We will send you a copy of the repair order, an appointment date and a date the work will be completed by. The repair order will also include a customer satisfaction section that you can fill in and send back to the Morrison Repair Centre.

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Appointments for

Appointments for repairs

repairs

We believe in providing a top quality, right first time approach to fixing repairs. This is why we offer an appointment for Urgent and Routine repair priorities at the first point of contact.

The Morrison Repair Centre will give you a choice of appointment dates and times (am/pm) based on the priority of the repair. The option of a ‘school run’ appointment (10 am – 2 pm) is also available. We will do our best to keep the appointment that is given to you and when we are running late, we will contact you to let you know. This is our commitment to you and we trust that you will do your part too. If you need to cancel or change an appointment for any reason, please inform the Morrison Repair Centre as soon as possible and prior to the appointment date on 0800 39 39 94.

Urgent

Work normally done within 3 working days.

am/pm appointments can be booked either 2 or 3 working days after the day the fault is reported,

e.g. a fault is reported on Monday morning. An appointment time between Wednesday morning and Thursday afternoon will be offered.

Routine

Work normally done within 28 calendar days.

am/pm appointments can be booked either 5, 6 or 7 working days after the day the fault is reported,

e.g. a fault is reported on Monday morning. An appointment time between the following Monday morning and Wednesday afternoon will be offered.

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Emergency

Emergency repairs

repairs

Make safe emergency repairs are only dealt with outside normal working hours.

These are emergencies:

1. An initial response to flood, fire or explosion to protect and ensure the safety of tenants and leaseholders.

2. Making safe any serious fault likely to cause death or injury to occupants or the public:

Collapsing or collapsed floor or ceiling; Collapsing masonry or brick work; Live wiring in an accessible place.

3. Making safe a fault which is a serious danger to health:

Effluent overflowing internally from blocked/broken toilet or soil pipe.

4. Making safe any fault likely to cause extensive damage to property:

Burst pipes and tanks (not weeping). 5. Making property secure after forced entry.

6. Forced entry because tenant is locked out and young child or disabled relative locked inside. You will be charged for this call out.

7. Initial response to storm damage/roof leaks.

Your Right to Repair

We operate the Government’s ‘Right to Repair’ scheme. The ‘Right to Repair’ is a scheme for council tenants, under which certain types of repairs are required to be completed within fixed timescales. The scheme aims to ensure that certain small urgent repairs, which cost less than £250 and may affect your safety, health or security, are completed quickly and easily. Such repairs are called ‘qualifying repairs’.

The table below indicates the time limit allowed for the completion of each ‘qualifying repair’. When you report such a repair, a ‘repairs

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receipt’ will be issued, advising you of the timescale for the work to be done. Problem

Prescribed

period

(working days)

Total loss of electric power

1

Partial loss of electric power

3

Unsafe power, 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 heating or hot water

between 1 November and 30 April

1

Total or partial loss of space heating or hot water

between 1 May and 31 October

3

Blocked or leaking foul drain, soil stack or toilet pan

(where there is no other working toilet in the home)

1

Toilet not flushing (where there is no other working

toilet in the home)

1

Blocked sink, bath or basin

3

Tap which cannot be turned

3

Leaking water from heating pipe, tank or cistern

1

Leaking roof

7

Insecure outside window, door or lock

1

Loose or detached banister or handrail

3

Rotten timber flooring or stair tread

3

Door entry phone not working

7

Mechanical extractor fan in kitchen or bathroom not

working

7

Repairs having a one day timescale should be completed by the end of the working day following the day when they were reported.

Aids and adaptations

If you are a tenant and someone in your home is disabled, elderly or has a long term illness, we may be able to assist by adapting or improving your home. If you feel that an adaptation or improvement

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to your home may help someone in your household to become more independent, please speak to your local Housing Officer who will be able to provide further details.

Please note that adaptations are only carried out on the recommendation of a qualified professional and if funds are available for the work.

Glazing Policy

If you have cracked or broken glass in your window or door you are responsible for the repair. We advise you to contact a glazier

immediately. If the property is insecure we will only board up. If the damage is a result of vandalism or you have been burgled, however, we will carry out a temporary repair.

When You Move

When you move, you may have to pay for repairs or replacement of items if such work is necessary due to negligence, misuse or damage. This may include:

Missing doors

Damage to a door resulting in either a repair or replacement Re-hanging a door

Repairing door frames

Replacement of stair handrail or newel posts

Renewal/repair of kitchen units, drawers, worktops, etc Removal of skirting

Removal of ‘boxing in’ to pipe work, etc Damage to wall/ceiling plaster

Removal of artex wall finish Replacement of floor tiles

Renewal of broken sanitary ware (toilet, wash hand basin, toilet cistern)

Missing toilet seat

Removal of unauthorised pipe work (‘strap on’ washing machine valves, shower, etc)

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Replacement of sink/bath plugs and toilet cistern flush handle/chain

Removal of electrical fittings Glazing

Clearance of property and stores or carpet gripper, furniture, personal effects and rubbish

Unauthorised DIY works (chimney breast, wall removal,

cupboards/wardrobes) where work has not been carried out to a satisfactory standard

The above list is only a guide. For specific guidance or queries, please contact your Area Housing Officer before you move.

Staff

Staff Identification and Password Scheme

Identification and Password Scheme

All of the contractors that we send to carry out work in your home will carry identification.

Shown below is a sample of typical photographic identification carried by our main contractors. If you are in any doubt about the identity of the holder you should immediately contact the Morrison Repair Centre on 0800 39 39 94 who will be able to confirm if the holder

is authorised to carry out the work.

We urge you to take particular care about allowing people into your home. You should always ask for identification.You should always ask for identification.You should always ask for identification.You should always ask for identification.

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Morrison Facilities Services have recently introduced a Password Scheme as an additional security measure. This scheme means that when you call to book a repair, you will be able to state a password of your choice, if you wish to do so. The operative will relay the password when he attends to your repair, enabling you to ascertain his identity before you allow him into your home. We feel this scheme will be especially beneficial for vulnerable tenants.

Resident participation in repairs

Redbridge Homes aims to continue London Borough of Redbridge’s strong tradition of resident involvement, with repairs being a key concern for our tenants.

Our resident involvement structure encourages residents to discuss performance standards and agree ‘compacts’ on acceptable

performance. In addition a borough standard of performance for the Morrison Repair Centre has been drafted and is included in this

booklet.

From April 2005 residents involved with London Borough of Redbridge’s participation framework were invited to work with professionals and identify a new contractor to deliver a repairs and maintenance service in the borough. They met on a monthly basis and applied a robust set of tests in order to select the best firm for the job. To ensure continuous improvement under the new contractor,

residents were invited to form a Resident Maintenance Group, which currently meets on a bi-monthly basis to test repairs performance. The group informs the borough how residents perceive services and allows us to monitor the contractor from the perspective of our customers.

If you would like to be involved in the development of our services and the review of performance monitoring, please contact Resident

Participation on 020 8708 7637.

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SECTION THREE: PLANNED WORKS

Major works and improvement programmes

Each local authority must ensure that all tenanted properties in its ownership meet the Decent Homes Standard by 2013. This is a minimum standard set by the Government in 2002.

A property is decent if its essential elements are in a suitable condition for its age. The essential elements include roofs, chimneys, windows, external doors, external walls, rewiring and heating. Also, the kitchen or bathroom must be replaced if they are over 20 and 30 years old respectively and are both in poor condition.

In order to meet their decency obligations, London Borough of Redbridge have drawn up an internal works programme. Under this programme, every tenanted property will be visited shortly before work is due to take place, to determine whether the kitchen, bathroom and wiring system are likely to fail decency before 2013. If so, the necessary work will be arranged.

The attached table gives an indication of when we hope to carry out work in your area. This is subject to obtaining the necessary finances from Central Government and should be treated as a guide because the dates may change.

AREA AREA AREA

AREA DATE OF INTERNAL WORKDATE OF INTERNAL WORK DATE OF INTERNAL WORKDATE OF INTERNAL WORK

Hainault 2009-2011 Fairlop 2009-2011 Woodford 2010-2011 Wanstead 2011-2012 Redbridge/Barkingside/Clayhall 2011-2012 Gants Hill/Ilford 2009-2010 Goodmayes/Seven Kings/Newbury Park 2011-2012 Tiptree 2011-2012

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In addition to the internal works programme, London Borough of Redbridge will be carrying out an external painting and repairs programme every four years.

Under this programme, we will be carrying out external and communal area painting; associated repairs; paving works (if required) and

limited fencing work. In addition, we will replace/renovate external parts such as roofs, chimneys, rainwater goods, walls, windows and doors if they are likely to fail decency before 2013. We will be working in partnership with Morrison Facilities Services to deliver this

programme. This external work will also affect leaseholders living on our estates.

Unless it is an emergency, leaseholders and tenants are consulted before major works take place and have the opportunity to provide their input. Redbridge Homes will write to you in advance of work commencing on either of these programmes and provide details of key contacts and dates so that you can make any necessary arrangements. At this time you will also have the opportunity to advise us of any special requirements you may have.

Lift servicing

Redbridge Homes employs a contractor to carry out lift servicing in all blocks on a monthly basis. The servicing involves checking that the lift is working correctly i.e stoppping on the right floors and doors and buttons are operational. For the convenience of residents, a sign is displayed when work is in progress.

Lift servicing is carried out in conjunction with a breakdown service.

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Grounds maintenance

Redbridge Homes is responsible for grounds maintenance at all housing estates and employs a contractor to carry out the work. The work is carried out on a performance basis: for example, the grass will not be cut a certain number of times a year but instead it will be

ensured that it does not grow above a certain length.

Grounds maintenance includes the following responsibilities: • Grass cutting to ensure grass does not grow above a particular

length or encroach onto paved areas or shrubberies by more than a specified area.

• The pruning of privet and other hedges, herbaceous borders, shrubs and roses.

• Ensuring that windows, footpaths and doorways are kept clear of overhanging edges.

• Deadheading flowers and sucker removal as necessary.

• Ensuring that hedges, tree bases, shrub beds, rose beds and hard surfaces are on the majority weed free at all times and preventing any weed growth from exceeding a specified area or height.

A guide to grounds maintenance is available, which shows some of the standards expected within the contract. You can obtain a copy of the guide from your local housing office.

Gas

Gas servicing

servicing

Once every year we will carry out a safety check of Council owned gas appliances in your home.

Gas safety regulations say that as your landlord we must inspect our properties once a year. If we do not inspect the property, we as your landlord would be breaking the law. Servicing your gas system

ensures your health and safety. Did you know about 30 people die each year after inhaling fumes from their gas supply or faulty

appliances? Servicing the gas equipment could prevent these deaths. Servicing will check that your appliances work correctly and are within safety limits. It also means that your gas appliances are less likely to

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break down. If you do not have any appliances but you do have a gas supply to your property, we still have to ensure that the supply is safe. We will contact you in advance of when the servicing of the gas

appliances needs to be done. It is very important that you give access to your home to enable Morrison Facilities Services to carry out the gas safety check. This is to make sure that you have safe gas appliances and that Redbridge Homes carries out its obligations under Gas Safety Regulations.

All our engineers are Gas Safe registered. This means that all our gas engineers belong to a professional body and have been trained to deal with all gas related issues. An engineer will come to your home and inspect all your gas appliances to check they are safe. The engineer will service all appliances that are Redbridge Homes’ responsibility (for example, boilers and gas fires). We will tell you if the appliance is your responsibility. An appliance you have fitted would be your

responsibility to repair or replace. You should ask to see the operative’s Gas Safe Registration card in addition to their ID card before allowing them access to your home.

You will be given a document called a CP12 at the inspection. This document will list any problems that need fixing and is evidence that your property has been inspected that year. We will also receive a copy of this and we make sure that any problems that are our responsibility are put right as soon as possible.

If an appliance is unsafe, the engineer will shut it down and we will arrange to fix it, if it is our responsibility. If the appliance belongs to you, we will tell you that it is your responsibility. We cannot allow you to use the system until it is safe.

We make every effort to arrange a convenient appointment with you to carry out the service. If we are unable to gain access to your home to service our gas appliances, we will force entry into your home as a last resort in order to carry out the safety check in accordance with the Conditions of Tenancy. In instances where it is necessary to force entry for this purpose we will recharge you for the costs we have incurred to gain entry.

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SECTION FOUR: CUSTOMER CARE

Gas

Gas escapes

escapes

Gas escapes are obviously serious and need your immediate attention. If you can smell gas, please contact the Gas Emergency freephone immediately on 0800 111 999 and:

• Open windows and doors Open windows and doors Open windows and doors Open windows and doors

(this will allow any gas which has built

up in your home to escape).

• Turn off the gas supplyTurn off the gas supplyTurn off the gas supplyTurn off the gas supply

(the main gas on/off lever is next to the

gas meter).

• ContContContContact the Gas Emergencyact the Gas Emergencyact the Gas Emergency freephone immediately on 0800 111 act the Gas Emergencyfreephone immediately on 0800 111 freephone immediately on 0800 111 freephone immediately on 0800 111 999.

999. 999. 999.

• Do not turn on or off any electrical connections/lights/sockets, Do not turn on or off any electrical connections/lights/sockets, Do not turn on or off any electrical connections/lights/sockets, Do not turn on or off any electrical connections/lights/sockets, or light a match or smoke a cigarette

or light a match or smoke a cigarette or light a match or smoke a cigarette

or light a match or smoke a cigarette

(if you do any of the above

it might be enough to ignite the gas in your home: such

incidents are usually caused by just a spark).

To report an Out of hours emergency gas repair to Redbridge Homes please call 0800 39 39 94.

Also, if you get a letter from us asking you to get in touch regarding your gas system, please do so. It is for your safety.

Asbestos

Asbestos Information

Information

Asbestos is a natural mineral fibre. It is used to reinforce other substances to make building materials, fire proofing, brake linings, insulation, some textured paints and many other industrial products. Asbestos can be found in lots of places. Usually it is in areas to do with heating and insulation e.g. panels surrounding ducts, or around pipes as lagging. Asbestos cement is used in ironing board pads, roof tiles and water tanks.

Asbestos materials in good condition left undisturbed do not give off fibres and are not dangerous. If asbestos is cut, scratched or

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risk to health increases with the amount of fibres being released. It is greatest when lots of fibres (too small to be seen by the naked eye) are breathed into the lungs. This could result in cancer and other severe lung disorders.

In order to avoid danger please do not remove asbestos without first getting advice on disposal. Asbestos hazards can be avoided as long as there is no dust. In some cases this may mean protection by painting, boarding over or other sealing methods.

In other cases, complete removal by experts may be the best answer. In all cases avoid damaging the material especially when decorating or improving your home.

There are laws covering asbestos disposal. Do not put asbestos in your dustbin and please contact the Redbridge Customer Contact Centre for advice on 020 8554 5000 if you think someone has dumped asbestos.

Redbridge Homes has adopted the following policies in relation to Asbestos:

We have banned the use of asbestos materials in all our own building and repairs works where suitable alternative material exists.

We aim to manage the presence of asbestos materials in our buildings and equipment.

We are inspecting all our estates and communal parts of buildings to identify asbestos and assess risk. The inspection reports will also allow us to do maintenance works without danger.

If you are a council tenant and have any general enquiries, including the disposal of asbestos waste and working with asbestos, please contact the Morrison Repair Centre on 0800 39 39 94.

If you are a council tenant and suspect that asbestos is causing a risk in your property, please contact the Morrison Repair Centre on 0800 39 39 94.

If you are not a council tenant and have enquiries regarding asbestos in your property, please contact the Redbridge Customer Contact

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Centre on 020 8554 5000 who will refer you to the Public Health and Pest Control Team.

Energy advice

You will find your central heating and hot water programmer in the kitchen, hall, living room or hot water tank cupboard.

Your programmer allows you to set times for your heating and hot water to switch on and switch off twice a day.

Remember, the programmer is there to let you control your heating system. If your lifestyle changes and you are in the house more often, reset the programmer so that the heating system is on for longer. If you know you are going to be out a lot, reset the programmer to switch the heating system to shorter periods. This will save you money - there is no point in heating an empty house for a long time. The heating system takes about half an hour to warm up and half an hour to cool down so think about this when you set the programmer. If you get up at 7.30 am, set the programmer to switch on the heating and hot water at 7.00 am. Then the house should be warm and the water hot when you get up.

If you would like a guide to using your programmer, please contact the Morrison Repair Centre on 0800 39 39 94.

Condensation

Condensation is caused when moisture in the air makes contact with a cold surface and condenses into water. It is different to dampness, which is caused when water from the outside gets into the house, eg through windows, doors or roofs.

You can avoid the problems of condensation by reducing the amount of moisture in your home. The following are the main causes of high moisture levels and in order to prevent condensation in your home you should avoid them:

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• Drying clothes on radiators • Unvented driers

• Lack of ventilation in cooking, bathing or sleeping areas. • Lack of air flow (eg behind furniture)

• Lack of space heating • Liquid or Calor gas heaters

The effect of condensation will usually be evident through windows misting or water forming on toilet cisterns. In more extreme cases condensation is apparent on walls or ceilings, where the effects may vary from marks on walls to black mould and deterioration of

plasterwork.

If you find black marks or mould growth:

• Wash down the affected surface with a mixture of five parts water to one part bleach and dry with a cloth. Repeat the process as necessary.

• Ensure that you resolve the cause and provide a free flow of air, eg through more ventilation, especially in bathrooms and

kitchens.

If the problem persists, please contact the Morrison Repair Centre on 0800 39 39 94 for further advice on how to resolve the problem.

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Have you insured your furniture and household

contents?

Redbridge Homes does not insure the contents of your home or your Redbridge Homes does not insure the contents of your home or your Redbridge Homes does not insure the contents of your home or your Redbridge Homes does not insure the contents of your home or your personal possessions and strongly recommends that you arrange personal possessions and strongly recommends that you arrange personal possessions and strongly recommends that you arrange personal possessions and strongly recommends that you arrange home contents insurance for this reason

home contents insurance for this reason home contents insurance for this reason

home contents insurance for this reason. This will provide you with peace of mind, knowing that you are covered for fire, theft, storm, burst pipes, flood and other risks. London Borough of Redbridge has teamed up with Jardine Lloyd Thompson Tenant Risks to offer a

specialist low cost insurance scheme for tenants and leaseholders that you can pay for on a monthly basis by direct debit or at the post

office. Some benefits of the insurance scheme are: • Affordable premiums payable fortnightly by cash

• No long term commitment – you literally ‘pay as you go’

• Standard perils covered as well as accidental damage cover for TVs, stereo equipment etc.

• You do not pay the first part of any claim

• You do not need to fit any additional locks, alarms etc. • Cover is provided for items you are liable for as a tenant

Further information can be obtained on the insurance scheme by contacting 0845 601 7007 or requesting an application form at your local housing office.

Consultation and Customer Feedback

Complaints Complaints Complaints Complaints

If you are not satisfied with the work once it is done or the way it was dealt with, you should first contact the Morrison Repair Centre and let them know what the problem is. The Morrison Repair Centre staff will try their best to solve the problem. If you find that you are not able to communicate the problem clearly over the phone you can also send an email to [email protected]. In any event, the complaint will be registered under the Redbridge Homes complaints procedure.

If you are unhappy with the answer you receive, you should talk to the supervisor in the Morrison Repair Centre. We take all complaints very seriously and they are all fully investigated.

If you are still not satisfied, you can contact the Morrison Resident Liaison Manager on the same number. They will investigate your complaint and if required, will reply to you in writing within eight working days.

If you are still unhappy with the response to your complaint you can ask for the complaint to be reviewed through the next stage of the

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Complaints Procedure, where the complaint will be investigated by the Asset Management Team. You can contact them by telephone on 020 8708 7614/5 or write to them at 152 Broadmead Road, Woodford Green, Essex, IG8 0AG.

You can pick up a complaint form from any of the housing offices. You can pick up a complaint form from any of the housing offices. You can pick up a complaint form from any of the housing offices. You can pick up a complaint form from any of the housing offices.

Comments CommentsComments Comments

We are committed to improving the way we deliver our repairs service. As part of this commitment we are working hard to ensure that input from residents is incorporated in the development of a new repairs service.

We carry out monthly customer satisfaction surveys

including a customer satisfaction section with each repair order. Please complete and return the customer satisfaction section and any questionnaires that we send to you. Your views are important because they help us to ensure that we are providing the best service possible.

We also value additional comments and suggestions as they help us to improve the repairs service you receive.

If you would like to make a comment or suggestion, please contact the If you would like to make a comment or suggestion, please contact the If you would like to make a comment or suggestion, please contact the If you would like to make a comment or suggestion, please contact the Asset Management Team on 020 8708

Asset Management Team on 020 8708Asset Management Team on 020 8708

Asset Management Team on 020 8708 7614/5 or the Morrison Repair 7614/5 or the Morrison Repair 7614/5 or the Morrison Repair 7614/5 or the Morrison Repair Centre on 0800 39 39 94.

Centre on 0800 39 39 94.Centre on 0800 39 39 94. Centre on 0800 39 39 94.

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Repairs Compact

1. 1. 1.

1. Aims and objectives of the Compact:Aims and objectives of the Compact: Aims and objectives of the Compact:Aims and objectives of the Compact:

1.1 To improve the service provided to residents by the Morrison Repair Centre.

2. 2. 2.

2. Lead Officers:Lead Officers: Lead Officers:Lead Officers:

2.1 Partnership Manager, Morrison Facilities Services – 0800 39 39 94 Contract Manager, Redbridge Homes ALMO – 020 8708 7620

3. 3. 3.

3. Consultation Methods:Consultation Methods: Consultation Methods:Consultation Methods:

3.1 This Compact was agreed through consultation with all residents through bulletins in newsletters, the Resident Maintenance Group, the Resident Participation Compact Group and Morrison Facilities Services.

4. 4. 4.

4. Defining the service, an overview:Defining the service, an overview: Defining the service, an overview:Defining the service, an overview:

4.1 The Morrison Repair Centre is responsible for receiving repairs from residents, ordering repairs, arranging inspections where necessary and acting as a focal point for residents to chase the progress of their repairs.

5. 5. 5.

5. What the Morrison Repair Centre agrees to do:What the Morrison Repair Centre agrees to do: What the Morrison Repair Centre agrees to do:What the Morrison Repair Centre agrees to do:

5.1 The Morrison Repair Centre will be staffed from 8.00 am to 5.00 pm, Monday to Friday, for all responsive repair calls and 24 hours a day for emergencies.

5.2 The Morrison Repair Centre Operators will answer all calls within four rings (twelve seconds).

5.3 The Morrison Repair Centre Operators will answer all letters within eight working days.

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5.4 The Morrison Repair Centre Operators will be polite, considerate and helpful when dealing with all repair requests and will give their name, a reference number upon request and a priority for the job.

5.5 The Morrison Repair Centre Operators will send you details of repair orders which are released to a contractor (with the exception of emergencies) together with a target date for them to be completed.

5.6 You will be offered an appointment for urgent and routine works when the job is raised.

6. 6. 6.

6. Role of ResidentsRole of Residents Role of ResidentsRole of Residents

6.1 Residents should give as much information as possible about the work required including when they will be available and provide an up to date contact telephone number.

6.2 If the repair is not urgent, residents should wait until later on in the day to report the repair, as first thing in the morning is the busiest time for the Morrison Repair Centre Operators.

6.3 Residents should keep a note of any reference numbers given to them, as this will make chasing jobs much easier.

7 7 7

7 Monitoring the Compact:Monitoring the Compact: Monitoring the Compact:Monitoring the Compact:

7.1 The Compact will be monitored by the Resident Maintenance Group which will be made up of officers from Morrison Facilities Services and residents.

8 8 8

8 Measuring the Performance of the Compact:Measuring the Performance of the Compact: Measuring the Performance of the Compact:Measuring the Performance of the Compact:

8.1 Targets will be set by the Morrison Repair Centre Compact Monitoring Group to see how the agreement is performing.

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These are called Performance Indicators and will help us to see if the agreement is working.

9 9 9

9 Complaints Procedure:Complaints Procedure: Complaints Procedure:Complaints Procedure:

If you are not happy with the service provided by the Morrison Repair Centre, you should follow this procedure:

a. Telephone the Morrison Repair Centre number and ask to speak to the Morrison Repair Centre supervisor.

b. If you are unhappy with the response you have received, you can contact the Morrison Resident Liaison Manager on the same number. They will investigate your complaint and if required, will reply to you in writing within eight working days.

c. c.c.

c. If you are still not satisfied, you should follow the Redbridge Homes Complaints Procedure. A leaflet and form is available in all Housing Offices or you can write to the Asset Management Team at Redbridge Homes Offices, 152 Broadmead Road, Woodford Green, Essex, IG8 0AG.

10 10 10

10 Compliment:Compliment:Compliment: Compliment:

10.1 If you would like to compliment a member of staff within the Morrison Repair Centre, please phone the Morrison Repair Centre Supervisor and if possible give the name of the member of staff you would like to compliment or the reference number for the job. The Supervisor will ensure that the member of staff and the Manager are made aware.