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this section provides you with information about the

repairs service for Bournemouth Borough council

tenants. We are committed to providing you with a

well maintained home that meets the Decent Homes

standard.

if you need an emergency repair call the 24-hour

Freephone number

08000 281870.

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• please look at the section on page 7 to see whether you are responsible for arranging the repair or we are.

• Decide when someone can be at home to allow the repair worker in to do the work. a responsible adult, carer or advocate must be in the home whilst the repair is being carried out.

• phone our repairs call centre on 08000 281870.

• the call centre is available to take calls between 8.30am and 5.15pm, monday to Friday.

• all other times are covered by our out of hours emergency phone line service on the same number.

• Our workforce carries out repair work between 8am and 4.30pm, monday to Friday. all other times, including saturdays, sundays and Bank Holidays are classed as out of hours.

• an early evening appointment, monday to thursday with a latest start time of 5.15pm can be arranged for gas servicing. saturday appointments are also possible by special arrangement.

• repairs can also be reported online through our website at

www.bournemouth.gov.uk

• When reporting a repair, please advise the repairs clerk of your contact telephone number and any circumstances we need to take into account (i.e. that you are hard of hearing or have difficulties getting to the door).

• if you are calling about a repair you have already reported, please let us know the job reference number given on your repair letter.

• Your phone call may be recorded for monitoring purposes.

repairs to your home will be carried out by our Building maintenance team and contractors.

We want the repairs to your home to be done with the least inconvenience to you. When you ring to report a repair, we will

BeFOre YOu cOntact us aBOut a repair

tO repOrt a repair

please rememBer

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offer you an appointment for the work to be carried out. this avoids you having to wait in for someone to call at an unspecified time. appointments will not be made for out of hour’s emergencies where the tradesperson will call at the earliest opportunity.

• Wear identification badges.

• treat you and your home with respect.

• Be courteous at all times.

• not smoke in your home.

• Keep all appointments and ring you if they are running late.

• Give you details of the job to be done.

• ensure that your possessions are protected during the work.

• Wherever possible to finish repairs in a single visit.

• Adopt a right-first-time culture.

• arrange convenient appointments with you for follow up work if required.

When you report a repair to us we will discuss the nature of the problem. We will then tell you what response time category we have placed it in. the response times are measured from the date you report the problem to us.

some repairs to your home will be covered by the ‘right to repair regulations’. right to repair jobs are given as examples in the repair response times section and indicated by the symbol (

?

). if your repair is covered by the right to repair regulations and has not been carried out within the priority timescales set below you may be entitled to change the contractor who undertakes the work or compensation. if this is the case, please contact the council either in writing or via the Freephone repairs line. the regulations do not apply if you have let the council know that you no longer want the repair carried out or do not provide reasonable access.

We asK Our BuilDinG maintenance team anD cOntractOrs tO:

respOnse times

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When you report a repair to us we will discuss the nature of the problem. We will then tell you what response time category we have placed it in. the response times are measured from the time you report the problem to us.

this is for an immediate response and therefore a repairs operative will be with you within two hours to carry out the repair.

an emergency repair might be:

• gas leaks

• dangerous electrics

• seriously leaking pipes, tanks, cisterns or floods

• a blocked drain or toilet (where there is only one toilet in the property)

• dangerous structure

• fire damage

• accidental damage to glazing or external doors where security is at risk.

in order to minimise damage it is worth familiarising yourself with the location of the following in case of emergencies:

• water stop taps

• electrical distribution board (fuse box)

• gas isolating cock (next to gas meter).

If you cannot find where these are located in your property — please contact us as we can either send you a floor plan of your property with these highlighted or a surveyor will visit you to show you. the council may make a charge if you call out a tradesman for a non-urgent repair.

this is for a response within 24 hours to carry out the repair. examples would be:

repair respOnse times

EmErgEncy — WIthIn 2 hours

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?

total loss of electric power or water supply

?

unsafe power socket or electric fitting

?

total or partial loss of gas supply

?

blocked flue to open fire or boiler

?

total or partial loss of space or water heating between 31st October and 1st may

?

*blocked or leaking foul drain, soil stack or (where there is no other working toilet in the property) toilet pan

?

toilet not flushing (where there is no other working toilet in the house)

?

leaking pipe, tank or cistern

?

major roof leak

?

insecure external window, door or lock. examples would be:

?

partial loss of electric power or water supply

?

total or partial loss of space or water heating between 30th april and 1st november

?

*blocked sink, bath or basin

?

tap which cannot be turned

?

loose or detached banister or handrail

?

rotten timber flooring or stair tread

?

door entry phone not working

?

leaking roof (non serious)

?

mechanical extractor fan in internal kitchen or bathroom not working

• minor plumbing leaks

• noisy boiler

• light fitting not working

• external door or window difficult to shut or lock

• repairs to paths

• tap repairs

• overflow problems.

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examples would be:

• re-pointing brickwork

• repairs to gates or fences

• internal plaster repairs

• non-urgent repairs to paths

• repairs to ventilation fans

• repair of defective guttering/rainwater pipes.

With the exception of emergency repairs we are able to offer an appointment so that you do not need to wait in unnecessarily.

Our workforce will make every effort to keep appointments or call within the timescale (priority) given to you. to ensure our organisation is efficient we ask that you also keep appointments. if you are unable to do this please ring the repairs Freephone line to rearrange the appointment with as much notice as possible. if you are out when a member of our workforce calls they will leave a card asking you to make another appointment. if we do not hear from you within 7 calendar days we will write to you requesting that you book an appointment to have the repair carried out. if you do not respond within another 7 calendar days of the letter the repair will be cancelled.

council staff inspect these areas frequently however if you notice any outstanding repairs in communal areas please report them on the Freephone number 08000 281870.

routInE rEpAIrs — WIthIn 30 WorkIng dAys

access tO YOur HOme

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the following table will help you to identify who is responsible for the repair:

structure & external council tenant leaseholder

Drains, gutters & external pipes 4 roof, fascia, soffit & chimney stacks 4 external walls & rendering 4 Outside doors, windows, frames & sills 4 door entry system to flat blocks 4 replacement or additional door entry keys or

fobs 4 4

pathways & steps 4

Door number & letter plates 4 4

Gates 4

communal washing lines & posts 4

Dustbins & household rubbish removed 4 4 Garages & outbuildings 4

Boundary fencing repair/replacement 4

provision of new fencing 4 4 Gaining entry to a property after loss of keys 4 4 communal entrances, halls, stairways & aerials 4

lifts & lighting 4 door entry phones, fire alarms & smoke

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structure & installations in your home council tenant leaseholder

Internal walls, floors, ceilings (repairs, not

decorations) 4 4

internal doors & door handles 4 4 plaster work to walls & ceilings 4 4 replacement of vinyl floor tiles 4 4 repairs to basins, baths, sinks & toilet 4 4 Water heaters & central heating equipment 4 4

Bath panels 4 4

Kitchen units & worktops 4 4 repairs or replacement of taps, plugs & chains 4 4 changing fuses, plugs, light bulbs & fluorescent

tubes 4 4

clearing blockages to sinks & baths 4 4

Window cleaning 4 4

internal decorations 4 4

upkeep of garden areas (unless communal) 4 4

Broken glazing 4 4

Disconnection & reconnection of cookers &

fires 4 4 4

plumbing in of washing machines 4 4 environmental treatment for infestation of

wasps, vermin, fleas, ants & silverfish 4 4 repairs due to damage caused by resident,

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all deliberate damage to any part of the building is the

responsibility of the tenant or leaseholder and any repair carried out by us to rectify this may be charged accordingly.

if your heating fails between 31st October and 1st may and we are unable to repair due to unavailability of parts we will supply temporary electric heating. You must return the temporary heaters to the engineer when the heating system has been repaired

otherwise you will be charged for their cost.

if we have carried out a repair to your home that is your

responsibility (see previous table for guidance) you will be charged for the cost of the repair (both material and labour costs).

chargeable repairs are normally only carried out at your request. You may also be charged if an out of hours repair has been carried out which is deemed not an emergency.

Before the tradesperson will carry out a repair considered to be chargeable, you will be asked to sign a form agreeing to pay for the works. if you refuse to do this the tradesperson may not carry out the work.

if you have an outstanding debt for previous chargeable repairs the council will not normally carry out any further repairs until the debt is cleared, unless the repair is a serous health and safety issue. We provide a range of payment methods, the details of which are provided to you in writing on the reverse of the invoice.

if damage to your home was caused by vandalism or criminal damage you must report this to the police and they will issue you with a crime reference number. if you supply a copy of this letter with incident number to the council, depending on the circumstances, the charge for the repair will be waived.

HeatinG

cHarGeaBle repairs

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the council has a policy of replacing building elements before they reach the end of their serviceable life. programmes have been drawn up based on information held about the housing stock and are reassessed annually to reflect changes. tenants can influence how these programmes are prioritised by making their views known to the council. surveys and meetings will be held to obtain these views. please look in Homes news for details or contact a member of the resident involvement team.

some repairs you report may be included in a programme in which case the above priority system will not apply but you will be advised when the work will be undertaken.

in order to monitor how well we are doing and to help identify areas of improvement, we randomly inspect completed repairs and also send out repair survey questionnaires. a pre-paid envelope is provided with these suveys.

We aim to continually improve the service we provide. Your

comments and feedback on how we have performed is valuable and will help us achieve this goal. We are therefore very grateful if you can spare the time to give us your views by completing and returning questionnaires or speaking to the surveyor who may visit your property to check that the repair has been completed satisfactorily.

We accept that from time to time we, or our workforce, may make mistakes and in order to put these right as soon as possible, it would be helpful if you could telephone the repairs clerk on Freephone

08000 281870 and give details of your repairs complaint. if after this stage you still remain unhappy, please put your complaint in writing to the Director of Housing landlord & parks.

as a secure tenant you have the right to carry out improvements to your home but you must obtain our written permission beforehand.

We will ask you to submit your proposals in writing giving full details of all the work you intend doing, who will be doing the work (you or

planneD maintenance

mOnitOrinG Our serVice

prOBlems WitH YOur repair

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a contractor) and the planned length of time the work will take to complete. We will require a sketched plan for any proposed major changes. approval will not be unreasonably withheld.

You must not attach any radio aerial, satellite dish or other piece of electrical equipment to the outside of the property without our written agreement and any necessary planning permission. We will consider each case on its merits and permission will not unreasonably be withheld.

if your tenancy comes to an end you may be able to receive compensation for improvements that you have carried out. You have the right to compensation for certain improvements such as a new bathroom, toilet, kitchen, central heating and home security improvements. please ask us if the improvements are eligible. You must apply for compensation when your tenancy ends. remember to keep receipts for the improvements that you carry out.

if you, or a member of your family, have a disability that restricts your quality of life or your ability to live independently, we can provide support that will allow you to remain in your home. We can help you do this by providing minor adaptations, such as grab rails, banisters, lever taps or other smaller adaptations. if your needs are more severe, you may require a major adaptation, such as a ramp or level access shower.

adaptations are carried out after you have been assessed by an

Occupational Therapist from social services. if the Occupational Therapist tells us that you need major adaptations to make life

easier for you, then your name will be placed on a waiting list for the work to be carried out.

the length of time that you wait for the work to be completed will depend on the priority given to your request by the Occupational therapist.

aerials & satellite DisHes

cOmpensatiOn FOr imprOVements

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We will issue instructions to complete the work within 28 days of receiving a request from the Occupational therapist for work that is critical or substantial to your wellbeing. this is subject to funding being available to the council to complete this work.

If you think that you would benefit from an assessment from an

Occupational Therapist, please call Bournemouth care Direct on

(01202) 454979.

alternatively, if your current home is unsuitable, we can assist you to move to a more suitable property that will better suit your needs. if you are living in a property that is too big for your needs we can also pay for, and support you, to move to a smaller, more suitable property. You may also be entitled to removal expenses if you agree to move to a smaller home. see the moving Home matters section of this handbook.

if you would like any more information about adaptations, and how to go about getting one, please contact our repairs Hotline on 08000 281870 or speak to your housing officer.

the Kinson Hub

Kinson library, Housing and information centre Wimborne road

Kinson

Bournemouth BH11 9aW telephone: (01202) 451915

monday to Friday, 8.30am to 5.15pm

Senior Living Housing Management Office

rear of 23 Knole road Bournemouth BH1 4JD telephone: (01202) 452791

monday to Friday, 8.30am to 5.15pm

N.B. This office is not open to members of the public

emergency Housing repairs

telephone: 08000 281870

email: housinglandlord@bournemouth.gov.uk housing.repairs@bournemouth.gov.uk

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How to use tHis Guide

to report a repair

We are committed to improving the repairs service for our customers. the next few pages contain diagrams of the most common repairs reported. please use these as a guide to help you and quote the page heading and item number shown in the box. Our repairs staff will be able to see the diagrams on their computer screen.

sometimes a surveyor may need to visit your home to make a diagnosis of exactly what is wrong. if your repair is of a very urgent nature a trades person will call as soon as practically possible. For other repairs we will try to offer you an appointment (morning or evening time slots). You will also receive a repairs receipt in the post.

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1. loose bath panel 2. leakage between bath and wall 3. Broken or missing

plug and chain

6. Dripping tap 7. leaking tap 8. Loose fitting tap 9. Broken tap 10. Blocked bath 11. Waste broken 12. Waste fitting broken

5. Broken shower switch 4. shower unit broken

BatHs & sHOWers

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1. missing door number 2. sticking door at top 3. Bell not working 4. Broken letterbox 5. rotten

weatherboard 6. Door sticking at bottom

7. Damaged threshold 8. loose frame 9. Damaged frame caused by force 10. Broken hinge 11. Broken

hinge 12. Door sticking at

top/lock side

doors — ExtErnAL

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1. up and over door

not working properly

2. up and over

door broken

3. Broken or

missing lock

4. Broken locking bar

6. missing or broken

padlock and fitting

5. missing or broken padlock

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1. any lock needs repair 2. Broken overhead door closer 3. adjustment needed

to overhead door 4. Broken side door closer

5. Broken floor spring 6. new keys needed

for cylinder lock

7. repairs needed

to broken cylinder lock

8. Broken

cylinder lock

12. Broken bolt 13. Broken plastic handles 14. Broken metal handles 15. Broken security chain 10. Broken mortice

deadlock 11. Broken mortice lock

9. Broken rim lock

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1. sticking door at top/ lock side 3. Broken lock and handle 2. Broken lock 4. Double glazed unit in door is broken 5. Door sticking on bottom/hinge side 6. Draught excluder needs replacing 7. spyhole required

for pVcu door

doors — pvcu

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5. Blocked

drain

1. Blocked soil stack 2. leaking soil stack 3. loose soil stack

4. Blocked soil pipe 8. Broken or missing gully grate 7. Blocked gully 6. loose manhole cover

DrainaGe

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1. Blocked gutter 2. Broken plastic bracket 3. Broken metal gutter fitting 13. Broken shoe on plastic downpipe 12. Broken shoe on metal downpipe 11. loose downpipe 10. Downpipe leaking 9. Blocked downpipe 8. Broken plastic stop end 6. Broken plastic gutter 4. leaking plastic gutter 5. leaking metal gutter 7. Broken metal gutter

Gutters & DOWnpipes

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5. Broken single

light switch

6. loose light switch

7. Broken double light switch 1. Broken ceiling switch 2. Broken cord to ceiling

switch 3. Broken light

pendant, lampholder and rose

4. Broken

batten holder

8. Broken extractor fan

9. Broken

smoke detector

10. Broken

entry phone

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1. Broken suffolk latch 2. Broken bolt

5. Gate not closing/

opening properly 6. Broken gate hinge 7. Broken pale on gate 8. Broken interwoven fence 1.8m high 9. Broken interwoven fence 1.2 — 1.8m high

10. loose fence post

11. loose chainlink fence

12. metal gate/post needs repair 4. Broken keep for latch 3. Broken gate latch

FencinG & Gates

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2. Broken

rotary dryer

1. Broken line for

rotary dryer

3. Broken

clothes post

4. loose stone on top of wall

5. step needs

relaying

ExtErnALs

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1. missing door number

2. single wall tile needs renewing 3. two or more wall tiles need renewing

11. single tile needs replacing 12. 2 or more tiles need replacing 13. rotten floor 7. Damaged skirting board 6. loose skirting board 4. plaster on ceiling needs patching 5. cracked ceiling plaster 8. Wall plaster needs patching 10. Broken vent on wall 9. cracked wall plaster

FlOOr, Wall & ceilinG

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1. time clock needs repairing 2. Broken cooker switch 4. loose socket 3. Broken single socket 5. loose socket 6. Broken double socket 7. consumer unit (fuse board)

ELEctrIcs — poWEr

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5. radiator only partly warm:

1st may — 31st october

4. radiator only partly warm:

1st novemnber — 30th April

3. Broken storage heater 1. service required

for gas fire (see gas safety advice, page 9)

2. gas fire not working

7. 1 tile broken on surround 6. loose tile on surround 8. 2—10 tiles broken on surround 12. Bottom immersion not working 11. immersion temperature wrong 10. top immersion not working 9. missing cylinder jacket

HeatinG & HOt Water

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1. Broken catch

4. Door not opening

or closing peoperly 3. Broken hinge 2. Broken door 12. Water leakage between worktop and wall 11. Broken plastic drawer runner 10. Broken plastic drawer 9. Broken timber drawer 8. Broken catch 7. Broken door 6. Door not opening or closing

properly 5. Broken hinge

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interlocking plain slate tile tile 1. loose chimney pot 3. 1—3 roof tiles loose 4. 4 or more roof tiles loose 5. 1 plain tile broken 6. 2 or more plain tiles broken 2. Broken chimney pot 7. 1 interlocking tile broken 8. 2 or more interlocking tiles broken 10. 1—3 loose slates 11. 4 or more loose slates 12. 1 broken slate

13. 2 or more broken slates

14. 1 loose hip or ridge tile 15. 1 broken hip or ridge tile 16. 1 broken hanging tile 17. 2 or more broken hanging tiles

9. Leaking flat roof

(30)

1. Broken basin

bracket 2. Broken or missing plug and chainplug and chain

3. Broken chrome

grill in basin 14. Broken chrome grill in sink

4. leaking tap

5. Dripping tap

6. Broken basin tap 7. loose tap

8. Water leaking between

wall and basin

9. loose basin 10. Broken basin 11. Broken basin trap 12. Broken basin

waste and trap

13. Blocked basin

15. leaking tap 16. loose tap 17. Broken sink tap

18. Dripping tap 19. leakage

between sink and wall

20. Blocked sink

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1. Broken handrail bracket

4. loose handrail 3. Broken handrail 2. loose handrail bracket

6. rotten tread 5. loose tread

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14. Blocked pan

13. Broken soil pipe

connection

12. Broken flushpipe

to low level cistern

11. Leaking flushpipe 10. loose cistern 9. Broken handle or chain 8. loose seat 7. Broken seat 6. cracked pan 5. Broken flushpipe

to high level cistern

4. Broken handle or chain 1. Broken

overflow pipe 3. cistern not flushing

2. overflowing

cistern

tOilets

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5. stop tap not turning

off or on

1. Burst water pipe 2. leaking water pipe 3. no water supply 4. partial water supply

If the overflow is running from the tank, the fault is most likely

to be the ball valve

6. overflowing tank

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1. Broken small clear glass 2. Broken small obscure glass 3. Broken small clear wired glass 4. Broken small obscure wired glass

5. Broken medium clear glass 6. Broken medium obscure glass 7. Broken medium clear wired glass 8. Broken medium obscure wired glass

9. Broken large

clear glass

10. Broken large

obscure glass

11. Broken large

clear wired glass

12. Broken large

obscure wired glass

WIndoW — gLAzIng

(35)

1. small double glazed

unit needs replacing

6. Broken hinges on

pVcu window

5. Broken handle on

pVcu window

4. pVcu window not

opening or closing properly 3. large double glazed unit needs replacing 2. medium double glazed unit needs replacing 7. Broken fastener on

pcVu pivot window

WIndoW — pvcu

(36)

1. side opening window not

opening or closing properly

7. insecure window 6. Damaged sill 5. Broken bottom handle on timber frame 4. Damaged frame 3. Broken side handle

on timber frame

2. Broken hinge on

timber window

WIndoW — pvcu

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