Housing repairs
handbook
Gas leaks and gas safety checks
If you smell or suspect a gas leak, you should:
■ if possible, immediately turn off the gas
supply at the meter (see diagram), unless this is located in the cellar or basement;
■ open windows and doors to let the gas
escape;
■ leave the property; and
■ call National Grid on 0800 111 999.
You should NOT:
■ use any naked flames such as matches or cigarettes that may ignite gas; ■ operate any electrical switches, telephones or mobiles.
Gas checks and servicing
Once a year we will arrange for a qualified gas engineer to visit your property and carry out a gas safety check. We will check the gas supply and any appliances owned by Sanctuary to make sure they are working correctly and are safe to use.For everyone’s safety, it is important that this check is carried out. If you break an appointment or do not let an engineer in you will be putting yourself, your family and your neighbours at risk. We are prepared to take legal action if this happens to make sure the check is completed.
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If you agree an appointment with us and then fail to keep this appointment we can charge you for the cost of the visit.
Carbon monoxide
Faulty gas appliances, including flues or ventilation can produce carbon monoxide fumes. These are poisonous and can kill.
Gas safety checks are one important way to prevent carbon monoxide poisoning.
You should also:
■ keep rooms ventilated;
■ make sure vents are not blocked or closed;
■ use Gas Safe registered installers to connect any of your own gas
appliances; and
■ follow the instructions provided by manufacturers when using gas
appliances.
Contents
TENANTS AND REPAIRS INFORMATION
3 Reporting a repair 4 Contacting us 5 What happens next?
6 How long will it be before the repair is done?
8 Will you charge me for some repairs?
9 Repair responsibilities
14 Adapting your home to meet your needs
14 Can I make my own
improvements to my home? 15 What is Sanctuary doing about
asbestos?
15 Are you happy with the service? REPAIRS IN YOUR HOME
16 Repairs in your home 17 Basins and sinks 19 Baths and showers 21 Doors
24 Drainage 25 Electrics
28 Floors, walls and ceilings 30 Garages
31 Gutters and downpipes 32 Heating and hot water 37 Kitchen units
38 Locks and fittings
40 Outside the property 43 Roofing
44 Stairs 45 Toilets
46 Water services 47 Windows and glazing
HANDY HINTS
51 General advice
52 Blocked waste pipes – how to clear them
53 Condensation 55 Electrics 58 Extractor fans
58 Fire safety and smoke detectors 61 Frozen or burst pipes
62 Heating 71 Toilet overflows OTHER INFORMATION 1 Carbon monoxide 72 Repairs reported and
appointments Inside front cover
Gas leaks and gas safety checks Inside back cover
Where to find equipment Outside back cover
Receive this information in other languages or formats
Repor ting a repair
Before you report a repair
Before you report a repair to us, you should:
■ check that the repair is not your responsibility (see pages 8 to 12 for more information); and
■ use the diagrams in part 2 of this handbook to help to identify what the problem is.
When you contact us you should let us know: ■ the details of the item that needs repairing;
■ details of error codes if the repair relates to your heating system; or ■ any other information you think we may need.
We will discuss the repair with you and tell you: ■ if the repair is your responsibility; or
■ if the repair is our responsibility we will arrange a convenient appointment for us to do the work and tell you when the repair should be completed.
Making sure your home is kept in good condition is a shared responsibility between you and Sanctuary Housing. We will make sure the structure is kept in good condition but you are responsible if the structure needs repairing
because of damage you have caused, for example, if you break or remove an internal door. You are responsible for such things as decorating, replacing bath plugs or getting into your property and changing the locks if you lose your keys. See pages 8 to 12 for more information on repair responsibilities.
How can you help us?
You can help us to organise repairs in a number of ways:
■ Write down and remember the location of your gas meter, electricity meter and water stop tap. (You can make a note of this on the inside back cover). ■ Keep your repair and inspection appointments or let us know in advance if you cannot be present. (You can make a note of any appointments and job numbers in the space provided on page 72).
language or behaviour will not be tolerated under any circumstances and we may refuse to complete the work because of this.
■ Follow any safety advice and instructions given to you by our staff or contractors.
■ Make sure you have adequate home contents insurance cover. We have insurance if something happens to the building, but it is your responsibility to make sure you have insurance for the contents.
■ Make sure someone over the age of 16 will be at the property for the appointment.
■ Move delicate or expensive items from where we will need to work so they are not accidentally damaged or broken.
■ Move your furniture, carpets (or other floor coverings) and belongings from the area, if we have asked you to do so.
■ Make sure we can carry out the work by keeping pets and children out of the way.
Contacting us
You can report repairs to the Customer Service Centre (CSC) 24 hours a day, 365 days of the year. All of the phone numbers are free phone (0800) or a lower rate (0300) from mobiles.
Repairs can be reported in a number of ways:
■ Call us (emergency repairs should be reported this way so they can be attended to as quickly as possible):
Phone –0800 083 9283or 0300 123 3515
■ Visit our website –www.sanctuary-housing.co.uk
■ Use Minicom – those people with hearing difficulties can use the Typetalk facility by phoning 01482 580576.
If you would prefer to speak to us in a community language, please let us know and we can organise a translation service.
■ Send a letter – write to Sanctuary Housing, 160 Francis Street, Hull, HU2 8DT ■ Email us – [email protected]
■ Send a text message –07785 772834 ■ Visit your local office
■ Speak to a Sanctuary member of staff
What happens next?
Our Customer Service Centre team will talk to you about the repair and discuss what needs to be done. If it is our responsibility we will arrange for someone to visit. This will either be a contractor or an operative from Sanctuary Maintenance.We may arrange an appointment for someone to inspect the repair before any work is organised. If we need to carry out an inspection we will explain this when you call and we will arrange a convenient appointment.
We will give you a job reference number and agree an appointment, please keep it safe, and note it down in the space provided on page 72.
Making sure you are at your property for the appointment will mean the repair is done on time. If you are unable to keep an appointment you must let us know as soon as possible. If you are not at home we will leave a card asking you to contact us.
We will contact you if we are going to be delayed or need to rearrange your appointment. Please also note we may need to do the work at another time. For example, in bad weather conditions our contractors cannot work at
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It is important that you tell us what the problem is and how serious it is. We may recharge you if you exaggerate how urgent the repair is. If someone has damaged an item and you report this as normal ‘wear and tear’ we may also charge you for the cost of the work.
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If you fail to keep an
appointment with us and do not notify us in advance we may charge you for the cost of the visit.
let you know as soon as possible.
Keep safe, check ID cards
All of our contractors and Sanctuary Maintenance staff carry an identification card saying who they are. They will show this card when they arrive and explain why they are visiting. To give you peace of mind you can also agree a password with us. The person visiting will tell you this password so that you know it is someone from Sanctuary.
If you are unsure, call us to confirm that they are one of our contractors or operatives. Anyone who is genuine will be more than happy for you to check. The ID badge should look like this:
How long will it be before the repair is done?
We want to take care of your repair promptly and effectively. To do this we need to prioritise all of the repairs by how urgent they are.
We have threerepairs categories:
1 Emergency repairs – made safe within 24 hours
Emergency repairs are those that need to be done because there is:
■ a serious health and safety threat to people living in or near the property such as a dangerous electrical fault;
■ a risk of serious damage to your property such as water leaking through the ceiling;
Peter Leadbetter
Sanctuary Maintenance
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■ a problem with important services such as the water or electricity supply; or ■ a security risk if someone could get into your property because of a broken
window or an external door that does not shut.
We will visit within 24 hours and make the situation safe. However, it is likely that we will need to arrange another visit to fully complete the repair. For example, if a window is broken we will board it up to make the property secure but visit again to replace the glass.
2 Appointed repairs – carried out within 28 calendar days
Appointed or responsive repairs that are not emergencies are things such as a partial loss of electricity or a leaking gutter. These will be carried out within a maximum of 28 days.
3 Planned repairs – carried out as a programme of works
Some maintenance works might take longer than 28 days. For example, where there is no health and safety risk and the required work does not disrupt your quality of life.
Sometimes we may group repairs together to create a programme of works. For example, if there are lots of properties on one estate that need new guttering, we may group this work together. This means we can minimise the disturbance for everyone and make the best use of the money we spend. If this happens, and we require access to your home to complete the work, we will work with you to agree a date for the work to be carried out.
Each year we carry out an extensive programme of improvement works to our properties. This includes replacing things such as kitchens, bathrooms and windows. We hold information about all of our properties including, for example, the age of kitchens. We use this information to work with staff and residents to plan a programme of improvements.
at least two months before the work begins. We will talk to you about the work required, when it will be done and provide a range of choices for fittings and decoration colours.
To find out whether your property is included in an improvement programme you can check on our website at www.sanctuary-housing.co.ukor contact the Customer Service Centre.
If you report a repair to us such as a damaged kitchen worktop, we will check to see if this is due to be replaced as part of a programme of works. If it is, we may bring this work forward. If the repair is not urgent we may ask you to wait until the programmed works take place, as long as it is not causing you any serious inconvenience.
Will you charge me for some repairs?
We are responsible for repairs to theproperty which are caused by normal ‘wear and tear’.
If the damage has been caused by a break-in or vandalism, we will carry out the work to make your home safe. Before we do this you will need to contact the police and get a crime reference number.
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If you or anyone in your home causes damage to the property, it is your responsibility to repair this or pay for the work to be done. If we need to do the repair to make sure you and your household are safe, you will be asked to pay for the cost of the work. When you leave your property, if we need to carry out repairs to put right any damage that has been done, you will also be charged for the work.
Repair responsibilities
Making sure your home is kept in good condition is a shared responsibility between Sanctuary and yourself.
Which repairs are Sanctuary responsible for?
Keeping the outside of the property, the structure and items inside such as baths and toilets in good condition are Sanctuary’s responsibility. If these need to be repaired because of general ‘wear and tear’ it is our responsibility to ensure they are fixed.
If you live in a sheltered housing scheme, repairs to communal areas such as gardens will be the responsibility of Sanctuary. Installing or repairing a battery-operated smoke detector within a sheltered scheme will also be our responsibility.
The tables on pages 10 to 13 give you an example of some of the repairs that Sanctuary or you are responsible for. More information on your responsibilities will be found in your Tenancy Agreement.
Repair type Who is responsible?
Us You
Basins and sinks
Tap is leaking ✓
Tap will not turn on or off ✓
Basin or sink is blocked ✓
Plug and chain is broken or missing ✓
Basin is loose, cracked or broken ✓
Baths and showers
Plug and chain is broken or missing ✓
Water is seeping between bath and wall ✓
Electric shower does not work ✓
Shower head is blocked ✓
Communal areas
Entryphone is not working ✓
Concrete or tarmac path is damaged ✓
Doors
Replacement keys and gaining entry to your
home if you have lost your keys ✓
Door is sticking ✓
Water is getting in around door frame ✓
Drainage
Manhole cover is loose ✓
Gully is blocked (Sanctuary is responsible
Repair responsibilities
Repair type Who is responsible?
Us You
Electrics including lighting
Mains-powered smoke detector is not working ✓ Battery smoke detector is not working ✓
Electric socket is loose ✓
Light bulb needs replacing ✓
Fuse box or consumer unit is not working properly ✓
Appliances such as cookers, fridges and TVs ✓
Floors, walls and ceilings
Skirting board is loose ✓
Floorboards are loose ✓
Wall tiles are loose ✓
Decorating ✓
Small cracks in plaster on wall ✓
Small repairs to plaster on ceiling ✓
Large repairs to plaster on ceiling or wall ✓
Garages
Replacement keys and gaining entry to your
garage if you have lost your keys ✓
Metal garage door is loose ✓
Gutters and downpipes
Plastic downpipe is loose ✓
Repair type Who is responsible?
Us You
Heating and hot water
Storage heater is not working properly ✓ Gas fire is not working (if owned by Sanctuary) ✓
Boiler is not working properly ✓
Jacket to cylinder is damaged or missing ✓
Kitchen units
Unit door will not open or close properly ✓
Drawer front needs repair ✓
Worktop is loose or damaged ✓
Locks, latches and fittings
Handle is broken ✓
Replacement keys if you have lost them ✓
Outside the property
Metal or timber gate will not open or close properly ✓
Step is loose ✓
Concrete or tarmac is damaged ✓
Mowing and tidying the garden ✓
Dividing fences and gates ✓
Roofing
Chimney pot is loose ✓
Repair responsibilities
Repair type Who is responsible?
Us You
Roofing
TV aerials or satellite dishes (unless these are in
communal areas) ✓
Stairs
Handrail is loose ✓
Stair or tread is loose ✓
Toilets
Toilet is blocked (unless caused by faulty pipework) ✓
Cistern is damaged ✓
Locks, latches and fittings
Handle is broken ✓
Replacement keys if you have lost them ✓
Water services
Water pipe is leaking ✓
Cold-water tank is leaking ✓
Making sure pipes do not freeze and dealing with
frozen pipes ✓
Windows and glazing
Window fitting is loose ✓
Window glass has been broken by crime or
Adapting your home to meet your needs
What can I do if I find it difficult to get around my
home?
Sanctuary is committed to supporting residents who may have a disability or mobility issue to live independently within their home. We will work with the relevant agencies to ensure that appropriate adaptations are installed
wherever possible, so that residents can continue to enjoy a good quality of life. If you think a minor adaptation such as a handrail or a flashing door bell would make your life easier, we can make these changes within 28 days. Please contact our Customer Service Centre to discuss further.
Major adaptations such as a level-access shower will require specialist guidance from your GP or occupational therapist. Visit them or speak to your local council to discuss your options. We will then work with these agencies to identify the best solution for you.
Can I make my own improvements to my home?
You may want to make changes or improvements to your home such as putting in a shower or fitting cupboards. You must check with us and get permission before you do.If you want to make a change or improvement to your home please contact the Planned Maintenance team at your local office. We can then discuss who will be responsible for repairing this in future. Some of our properties may also contain asbestos and we will tell you about it before you do any work.
What is Sanctuary doing about asbestos?
Homes built between the 1950s and 1980s may contain some form of asbestos, including some of our properties.We carry out surveys on our properties to find out which ones are most likely to contain asbestos. We investigate the condition of materials that may contain asbestos and remove those which are in poor condition.
Asbestos is only harmful if it is damaged or disturbed, so in most cases asbestos is not a danger to your health.
We understand it can be worrying if you discover asbestos in your home. If you think there are materials that may contain asbestos in your home, and if these are damaged or in a poor condition, please contact us and we will arrange for a surveyor to inspect it.
Are you happy with the service?
If you tell us about your experience with the service we can use this information to make improvements. Every day we contact a sample of residents to discuss the repairs work that has been carried out at their property, the service they have received and the quality of the repair. This tells us what we are doing well and where we can make things better. Working together we can improve the service.
Repairs in your home
When you call to report a repair, our Customer Service Centre team will use a computer system called RepairFinder. This helps us to work out exactly what the problem is and what needs to be done.
The following section contains the diagrams used by our Customer Service Centre. These diagrams include many of the common repairs that you are likely to need. Each diagram has an individual number which will help you to describe the repair to us.
To help us to identify what repair is needed, you should refer to this section before you contact us. By telling us which page the repair is on and what the fault number is, it will be quicker and easier for us to organise the repair.
Baths and showers
Baths
What is the fault and its number?
© Northgate (2012)
1 Plug and chain is broken or missing
2 Tap will not open or close properly
9 Water is seeping between bath and wall
10Bath is chipped
11 End panel is broken
12 Side panel is broken
3 Tap is dripping
4 Tap is loose
5 Tap is broken
6 Supply pipe is leaking
13 Bath overflow is leaking
14 Waste is blocked
15 Waste pipe is leaking
16 Trap is broken
7 Supply pipe is loose
8 Supply pipe has burst
Supply pipe
Overflow Waste Trap
When reporting your repair please tell us:
■ Section –Baths and showers ■ Number –5
■ Description – Tap is broken
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© N o rt h g a te ( 2 2 A cc e ss to g a ra g e is n e e d e d 6 U p -a n d -o ve r m e ta l g a ra g e d o o r is lo o se 7 U p -a n d -o ve r m e ta l g a ra g e d o o r n e e d s re p a ir 1 Ti m b e r g a ra g e d o o rs w o n 't o p e n o r cl o se p ro p e rl y 3 Lo ck to u p -a n d -o ve r m e ta l g a ra g e d o o r is b ro ke n 4 Lo ck in g h a n d le to u p -a n d -o ve r m e ta l g a ra g e d o o r is b ro ke n 5 Lo ck in g b a r to u p -a n d -o ve r m e ta l g a ra g e d o o r is b ro ke nG
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© N o rt h g a te ( 2 0 12 ) 6 H o p p e rh e a d is b lo ck e d 7 D o w n p ip e is b lo ck e d 8 P V C d o w n p ip e is le a ki n g 9 P V C d o w n p ip e is lo o se 10 Ir o n d o w n p ip e is le a ki n g 11 Ir o n d o w n p ip e is lo o se 1 G u tt e r is b lo ck e d 2 P V C g u tt e r is le a ki n g 3 P V C g u tt e r b ra ck e t is b ro ke n o r m is si n g 4 Ir o n g u tt e r is le a ki n g 5 Ir o n g u tt e r b ra ck e t is b ro ke n o r m is si n gH
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© N o rt h g a te ( 2 El e ct ri c h e a ti n g 1 O n e n ig h t s to ra g e h e a te r is n o t w o rk in g p ro p e rl y 2 A ll n ig h t s to ra g e h e a te rs a re n o t w o rk in g p ro p e rl y 3 El e ct ri c fir e o r h e a te r is n o t w o rk in g p ro p e rl y 4 O n e c o n ve ct o r o r ra d ia n t h e a te r is n o t w o rk in g p ro p e rl y 5 A ll co n ve ct o r o r ra d ia n t h e a te rs a re n o t w o rk in g p ro p e rl y 6 N o h e a tin g d u e to e le ct ri c sy st e m fa ilu reH
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© N o rt h g a te ( 2 S o lid -f u e l a n d o il-fi re d h e a ti n g 6 G la ss in fi re d o o r is b ro ke n 1 B o ile r is n o t w o rk in g p ro p e rl y 2 B o ile r is le a ki n g 3 R a d ia to r is c o ld 4 R a d ia to r va lv e n e e d s re p a ir 7 R a d ia to r is lo o se 8 R a d ia to r is le a ki n g 9 N o h e a tin g to s o lid -f u e l sy st e m 10 N o h e a tin g to o il-fir e d sy st e m 5 R a d ia to r va lv e is b ro ke nH
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© N o rt h g a te ( 2 0 12 ) 1 Im m e rs io n h e a te r is n o t w o rk in g p ro p e rl y 2 C yl in d e r is le a ki n g 3 B o ile r is fa u lty 4 B o ile r is le a ki n g 5 N o h o t w a te r to g a s sy st e m 6 N o h o t w a te r to o il-fir e d s ys te m 7 N o h o t w a te r to e le ct ri c sy st e m 8 N o h o t w a te r to s o lid -f u e l s ys te mH
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© N o rt h g a te ( 2 P ro g ra m m e rs , th e rm o st a ts a n d t im e rs 1 P ro g ra m m e r is n o t w o rk in g p ro p e rl y 4 R o o m th e rm o st a t i s n o t w o rk in g p ro p e rl y 2 Ti m e c lo ck to e le ct ri c h e a tin g is n o t w o rk in g p ro p e rl y 5 Th e rm o st a t t o im m e rs io n n e e d s re se tt in g 3 Ti m e c lo ck to g a s h e a tin g is n o t w o rk in g p ro p e rl y 6 B o ile r th e rm o st a t i s n o t w o rk in g p ro p e rl y 1510 5 0
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© N o rt h g a te ( 2 0 12 ) 1 C u p b o a rd d o o r w o n 't o p e n o r cl o se p ro p e rl y 4 D ra w e r w o n 't o p e n o r cl o se p ro p e rl y 11 W a te r is s e e p in g b e tw e e n w o rk to p a n d w a ll 12 Sh e lf to b a se u n it is b ro ke n 13 B a se u n it d o o r is b ro ke n 5 D ra w e r n e e d s re p a ir 6 D ra w e r fr o n t n e e d s re p a ir 7 D ra w e r ru n n e rs a re b ro ke n 2 C a tc h is b ro ke n 9 Sh e lf to w a ll u n it is b ro ke n 10 W a ll u n it d o o r is b ro ke n 8 U n it is lo o se 3 H in g e is b ro ke nLo
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© N o rt h g a te ( 2 Fi tt in g s 1 D o o r vi e w e r is b ro ke n 2 D o o r n u m b e r is b ro ke n o r m is si n g (u p to th re e ) 4 Le tt e r b o x is b ro ke n 7 C lo se r o n s id e o f d o o r is b ro ke n 9 H a sp a n d s ta p le is b ro ke n o r m is si n g 5 C lo se r o n to p o f d o o r is b ro ke n 6 C lo se r n e e d s a d ju st in g 8 P a d lo ck is b ro ke n o r m is si n g 3 D o o r ch a in is b ro ke o r m is si n gLo
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© N o rt h g a te ( 2 0 12 ) 4 M u lti p o in t l o ck o n P V C d o o r n e e d s re p a ir 5 Lo ck o n P V C d o o r n e e d s a d ju st in g 6 Lo ck c yl in d e r o n P V C d o o r n e e d s re n e w in g 7 H a n d le is b ro ke n o n P V C d o o r 1 A n y lo ck n e e d s re p a ir 3 M o rt ic e lo ck w ith o u t h a n d le is b ro ke n 9 M o rt ic e la tc h is b ro ke n 13 M o rt ic e lo ck w ith h a n d le is b ro ke n 8 M o rt ic e la tc h n e e d s re p a ir 2 R im lo ck is b ro ke n 10 Ya le -t yp e lo ck n e e d s re p a ir 12 K e ys to Y a le -t yp e lo ck n e e d r e p la ci n g 11 Ya le -t yp e lo ck is b ro ke nO
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© N o rt h g a te ( 2 0 12 ) 1 Fe n ci n g is u n sa fe 2 P o st is lo o se 3 M e ta l g a te w o n 't o p e n o r cl o se p ro p e rl y 4 Fi tt in g o n m e ta l g a te n e e d s re p a ir 5 Fi tt in g o n m e ta l g a te is b ro ke n 6 Fi tt in g o n ti m b e r g a te n e e d s re p a ir 7 Fi tt in g o n ti m b e r g a te is b ro ke n 10 Ti m b e r g a te w o n 't o p e n o r cl o se p ro p e rl y 11 Ti m b e r g a te n e e d s re p a ir 8 Fe n ce p a lin g is lo o se 9 Fe n ce p a lin g is b ro ke nO
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© N o rt h g a te ( 2 W a lls , p a vi n g a n d s te p s 1 St e p is lo o se 4 P a vi n g fl a g is lo o se o r u n e ve n 5 P a vi n g fl a g is b ro ke n 9 B ri ck c o p in g o n w a ll is lo o se 8 St o n e c o p in g o n w a ll is lo o se 6 H a n g in g ti le s a re lo o se 7 H a n g in g ti le s a re b ro ke n o r m is si n g 3 P a vi n g te m p o ra ry re p a ir is n e e d e d 2 St e p is d a m a g e dR
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© N o rt h g a te ( 2 0 12 ) 1 P la in ti le is lo o se – u p to 1 0 10 C h im n e y p o t i s lo o se 2 P la in ti le is b ro ke n o r m is si n g – u p to 1 0 11 C h im n e y p o t i s b ro ke n o r m is si n g 4 In te rl o ck in g ti le is b ro ke n o r m is si n g – u p to 1 0 5 Sl a te is lo o se – u p to 1 0 6 Sl a te is b ro ke n o r m is si n g – u p to 1 0 12 R id g e o r h ip ti le is l o o se – u p to 3 13 R id g e o r h ip ti le is b ro ke n o r m is si n g – u p to 3 3 In te rl o ck in g ti le is lo o se – u p to 1 0 7 C o w l t o c h im n e y is d a m a g e d o r m is si n g 9 Te m p o ra ry r e p a ir to fl a t r o o f i s n e e d e d 8 Te m p o ra ry r e p a ir to til e o r sl a te r o o f is n e e d e dS
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© N o rt h g a te ( 2 1 Se rv ic e v a lv e w o n ’t o p e n o r sh u t p ro p e rl y 4 Ta n k is o ve rf lo w in g 5 Ta n k is le a ki n g 6 K n o ck in g s o u n d fr o m p ip e 7 W a te r p ip e is le a ki n g 8 W a te r p ip e h a s b u rs t 2 G a te v a lv e w o n ’t o p e n o r sh u t p ro p e rl y 3 St o p co ck w o n ’t o p e n o r sh u t p ro p e rl yW
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© N o rt h g a te ( 2 0 12 ) 1 Sm a ll cl e a r o r o b sc u re g la ss n e e d s re p la ci n g 5 C ir cu la r ve n t i s b ro ke n o r m is si n g 13 Sm a ll d o u b le -g la ze d u n it n e e d s re p la ci n g 14 M e d iu m d o u b le -g la ze d u n it n e e d s re p la ci n g 15 La rg e d o u b le -g la ze d u n it n e e d s re p la ci n g 16 G la zi n g b e a d is b ro ke n o r m is si n g 6 Sm a ll G e o rg ia n -w ir e d c le a r g la ss n e e d s re p la ci n g 7 M e d iu m G e o rg ia n -w ir e d c le a r g la ss n e e d s re p la ci n g 8 La rg e G e o rg ia n -w ir e d c le a r g la ss n e e d s re p la ci n g 9 Sm a ll G e o rg ia n -w ir e d c a st g la ss n e e d s re p la ci n g 10 M e d iu m G e o rg ia n -w ir e d ca st g la ss n e e d s re p la ci n g 11 La rg e G e o rg ia n -w ir e d c a st g la ss n e e d s re p la ci n g 12 Te m p o ra ry g la ze b e fo re re p la ci n g d o u b le -g la ze d u n it 2 M e d iu m c le a r o r o b sc u re g la ss n e e d s re p la ci n g 3 La rg e c le a r o r o b sc u re g la ss n e e d s re p la ci n g 4 P u tt y is b ro ke n o r m is si n gW
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© N o rt h g a te ( 2 0 12 ) 1 W a te r is p e n e tr a tin g a ro u n d w in d o w fr a m e – u p to tw o s to re ys 2 W a te r is p e n e tr a tin g a ro u n d w in d o w fr a m e – o ve r tw o s to re ys 5 Sa sh is b ro ke n 6 Es p a g n o le tt e is b ro ke n 7 W in d o w n e e d s re p a ir 8 H a n d le is b ro ke n 9 Lo ck a b le h a n d le is b ro ke n 4 H in g e is b ro ke n 3 P iv o t w in d o w fa st e n e r is b ro ke n1 B o x sa sh w o n ’t o p e n o r cl o se p ro p e rl y 6 C a se m e n t w o n ’t o p e n o r cl o se p ro p e rl y 13 P iv o t w in d o w fa st e n e r is b ro ke n 12 P iv o t w o n ’t o p e n o r cl o se p ro p e rl y 2 Sl id in g s a sh fa st e n e r is b ro ke n 7 C a se m e n t f a st e n e r is b ro ke n 8 C a se m e n t n e e d s re p a ir 9 W a te r is p e n e tr a tin g a ro u n d w in d o w fr a m e – u p to tw o s to re ys 10 W a te r is p e n e tr a tin g a ro u n d w in d o w fr a m e – o ve r tw o s to re ys 3 Sa sh n e e d s re p a ir 4 B o x sa sh c o rd s a re b ro ke n 5 Sl id in g s a sh li ft is b ro ke n 11 W in d o w fi tt in g is lo o se Ti m b e r w in d o w s © N o rt h g a te ( 2
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Contents
General advice . . . .51 Blocked waste pipes – how to clear them . . . .52 Condensation . . . .53 Electrics. . . .55 Extractor fans . . . .58 Fire safety and smoke detectors . . . .58 Frozen or burst pipes . . . .61 Heating . . . .62 Toilet overflows . . . .71
Handy hints
This section provides information about how you can prevent repairs and how to resolve some problems that may arise.
General advice
Regular cleaning and simple checks can help maintain your home and prevent problems.
■ Clean basins, sinks, baths and showers regularly. ■ Clean waste pipes with foaming drain cleaners.
■ Clean windows and wipe them to remove any condensation that may occur. ■ Regularly check your smoke detectors.
■ Check that you know where the electric fuse box and water stop taps are. (You can make a note of this on the inside back cover).
■ Check that you can turn the water stop taps freely.
■ Make arrangements to ensure your own gas appliances are checked and safe to use.
Blocked waste pipes – how to clear them
What causes blocked waste pipes?
Blockages in waste pipes are often caused by things such as cooking fat, tea leaves or hair; it is your responsibility to clear these blockages.
How can I unblock a bath, basin or sink?
1 Use a cup or jug to remove most of the water.
2 Use a rag or cloth to tightly cover the overflow opening.
3 Put the plunger over the plughole and pump up and down rapidly. 4 Once the blockage is clear, unscrew the trap and clean it out.
Traps can easily be unblocked by unscrewing the joint and cleaning them out. Before you unscrew the tap, place a bucket underneath to catch any water.
How can I unblock a toilet?
1 If there is water in the toilet pan or bowl you need to remove this using a jug or bowl.
2 Use a brush or plunger and push this to the bottom of the pan.
3 Create a vacuum by pumping the brush or plunger up and down rapidly about a dozen times.
4 Flush the toilet to see whether the blockage has gone. 5 Thoroughly wash all equipment once you are finished.
You may need to repeat steps 3 and 4 a number of times before the toilet flushes as usual.
Condensation
What causes condensation?
Within a home moisture is created all the time through normal everyday activities such as washing, cooking and even breathing. Usually it is absorbed into the air.
When moist air comes into contact with a cool surface it appears as
dampness, known as condensation. Condensation usually occurs when the weather is colder.
What can I do if condensation happens?
■ Use a cloth to wipe away excess moisture. ■ Turn the heating on or up.
■ Open a window or vent. Unblocking a bath, basin or sink
Bottle trap
Plunger Rag covering overflow
Unscrew here to clean
Unblocking a toilet Toilet brush
‘P’ trap
Seal Unscrew here to clean Compression
joint
How can I prevent condensation?
The best way to reduce condensation is to limit the amount of moisture in the air. You can do this in a number of ways:
■ Keep the bathroom door shut and open the window after a bath or shower. ■ When running a bath put cold water in first to reduce the amount of steam. ■ Use any extractor fans that are fitted in the bathroom or kitchen.
■ When cooking put lids on saucepans to stop steam escaping. ■ Cook with the kitchen door closed and a window open. ■ Dry clothes outside if possible.
■ Make sure your tumble dryer is vented properly to the outside, or you can buy a condensing type.
■ Make sure vents and air bricks are kept clear.
■ In cold weather keep your heating on low throughout the day.
■ Make sure any leaks are reported or fixed. If ignored they will get worse and cost more to repair.
■ Keep furniture and beds away from walls to make sure air can circulate. ■ Control room temperatures effectively. Sudden changes in temperature can
put warm air in contact with cold surfaces, which increases the chances of condensation.
Mould growth
If condensation occurs on the same surface for long periods of time mould may grow. It can appear in a variety of forms but it usually appears as small black spots. It can grow on curtains, clothes in wardrobes and walls or ceilings, even if they have been decorated.
How can I treat mould?
■ Wash mouldy areas with a mixture of bleach and water (one egg cup of bleach to a pint of water should be enough).
■ After treating the mould, redecorate using a good quality fungicidal paint. Do not use ordinary paint or wallpaper.
Electrics – general information
There are a number of important things to remember about electrics: ■ When water gets into electrics it can be dangerous. Make sure your hands
are dry before touching anything electrical and never use any electrical points that have been affected by a water leak or spill. If possible switch the circuit off at the fuse box.
■ If you smell burning, or if a fitting is damaged and showing exposed cables, do not use it. If it is safe to do so, switch it off. If you cannot find which circuit it is, switch everything off at the fuse box or consumer unit and contact us. ■ If you have electrical appliances that are not in regular use, switch them off at
the plug. Leaving them on standby is a fire risk and also wastes energy. ■ When you are away from your home for any length of time, switch off and
unplug appliances to prevent the risk of fire.
Electrics – trip switches and losing your electricity
supply
If the electricity supply in all or part of your property is not working, you should check:
■ whether your neighbours have power, as there could be a power cut in the area and if so contact your electricity supplier;
■ the meter has credit; and
■ your electric circuit to see if the ‘trip switch’ has turned off the electricity supply.
What triggers the trip switches?
Modern electric systems have circuit breakers or trip switches. If a fault develops, a switch is tripped and the electricity supply in some or all of the property may not work. Trip switches are usually in the consumer unit (see page 56). If the electricity meter is inside the property then the consumer unit may be next to it.
Trip switches may be activated if: ■ a light bulb has blown;
