Your guide to
repairs and looking
after your home
Reporting your repair
When you report a repair we will give you an appointment time. If you cancel that
appointment later than 10am on the day we will charge you £20. Likewise, if we cancel later than 10am on the day we will pay you £20.
We offer flexible appointment time slots within which the contractor will call.
You can report a repair:
• Call 01732 749400 or 0800 169 1122 between 8am and 5pm.
In emergencies at other times call 0800 169 1122.
• By letter, email [email protected], on the website www.westkent.org or via My West Kent.
• By visiting our offices in Sevenoaks, Swanley or Medway.
You are strongly advised to get your own home contents insurance to cover damage to your possessions and decorations, in the event of the property being damaged by fire, flood, storm, or other accident that could have been prevented. Low cost insurance is available. Contact 01732 749400 for more information.
Contents
Introduction
...3
Repairs
...4
Safety in your home
...10
Frozen pipes/condensation
...13
Secure your home
...15
Repairs & Maintenance
Turning off the water supply
...16
Water services in a typical house
...17
Toilets and overflows
...18
Sinks and wastes
...20
Showers and baths
...21
Heating systems
...22
Water heaters
...23
Electricity
...24
Doors and windows
...26
Staircases, walls and ceilings
...28
Roofs & drains
...29
Gutters & downpipes
...30
Gardens & unwelcome pests
...31
Your Choice & Housing Plus Services
...32
Disability Services
...34
Get involved
...34
About your home
Check where the following items are in your home and jot down the information you need:
(see page 16)
Stop Valve
to turn off water supply
(see page 24)
Fuse Box
(or fuse board)to turn off your electrical supply
(see page 10)
Gas supply
“
We get lots of calls to the
customer services team,
sometimes for things we
are not responsible for
maintaining or repairing
This booklet gives you information about the
maintenance of your home and what to do if you
think you need a repair. The diagrams will help you
identify what the problem might be, please keep
this booklet handy in case you need it in the future.
Introduction
West Kent Repairs Service
We work with you to provide you with a decent home.
We get lots of calls to the customer services team, sometimes for things we are not responsible for maintaining or repairing. The following is a list of the things you are responsible for: • Dealing with blocked sinks/basins/toilets
(If you can’t do this yourself we may charge to do it for you.)
• Replacing lost or stolen keys • Replacing light bulbs
(Including fluorescent strip light bulbs)
• Replacing lost sink, basin or bath plugs • Replacing toilet seats
• Testing smoke detectors
• Replacing broken windows/door glass • Removing rubbish from your home
or your garden
• Decorating inside your home
• Repairing and replacing internal doors • Handles, hinges and cupboard latches • Minor cracks in plaster
• Cleaning off mould
You must also:
• Let the gas engineer in once a year • Get your own contents insurance
(we only insure the building). • Dispose of your rubbish properly • Keep appointments.
Repairs
What is a Decent Home?
The Decent Home Standard (DHS) is a target set by government for all social housing landlords.
To be classed as a decent home, it has to pass these four tests:
1 Meet statutory minimum standards for housing, currently defined by the Housing Health and Safety Rating System (HHSRS)
2 Be in a reasonable state of repair
3 Have reasonable modern facilities and services
4 Provide a reasonable degree of thermal comfort. For more detail on the Decent Home Standard please see: http://www.communities.gov.uk/ housing/decenthomes/
We will:
• Provide a decent home efficiently maintained with just-in-time asset management (JIT) principles to ensure that it is fit for purpose now and in the future
• Carry out an inspection of the condition of your home every five years
• Rectify any faults causing it to fail to meet the decent homes standard (section 5 of DHS) within 12 months.
Looking After Your Home
– Repair Responsibilities
Our Responsibilities To Tenants
Providing you a safe and decent home is a priority for us.
Our repair responsibility is defined in your tenancy agreement. We are generally responsible for repairing and maintaining the services, structure and outside of the property and any shared parts of the building which the property is part of; we will keep outhouses in a safe condition but may
Our Responsibilities To Leaseholders And Shared Owners
Our repair responsibility is defined in your lease: With houses you are generally responsible for all repairs; however with flats we are responsible for repairs to the structure, fabric and any shared services or communal areas.
Your responsibilities
As tenants you are responsible for:
• Complying with your tenancy agreement • Reporting repairs promptly
• Doing repairs that are your responsibility as defined in the tenancy agreement • Providing us and our contractors access
to your home
• Keeping appointments made or paying a charge if you break an appointment without telling us before 10am on the day
• Getting written permission from West Kent before making any improvements or alterations to your home and then keeping the improvement/alteration in good repair. With mutual exchanges the repair liability for improvements/alterations transfers to the incoming resident
• Keeping your home, including internal decorations, in good order
• Safely maintaining trees or bushes in individual gardens
• Leaving your home and individual gardens in good condition when you end your tenancy • Any repairs or maintenance needed because
of damage or neglect caused by you, members of your household or visitors • Your own home contents insurance to cover
damage to your possessions and decorations, in the event of the property being damaged by fire, flood, storm, leaks or other accident that could have been prevented
Repairs
As leaseholders you are responsible for:
• Complying with your lease
• Reporting repairs that are our responsibility to us promptly
• Providing us and our contractors access to your home, as defined by your lease.
• Keeping any appointments made or paying a charge if you break an appointment without telling us before 10am on the day
• Getting written permission from West Kent before making any improvements or alterations to your home, as defined by your lease
• Keeping your home and any individual gardens to a reasonable standard
• Any repairs or maintenance needed because of damage or neglect caused by you or your relatives or visitors
• Your own home contents insurance to cover damage to your possessions and decorations, in the event of the property being damaged by fire, flood, storm, leaks or other accident that could have been prevented
• Treating staff and contractors with respect.
As shared owners you are responsible for:
• Complying with your lease
• Reporting repairs that are our responsibility to us promptly. With shared ownership flats we are usually responsible for the structure, fabric and any shared services or communal areas • Providing us and our contractors access to
your home, as defined by your lease
• Keeping any appointments made or paying a charge if you break an appointment without telling us before 10am on the day
• Getting written permission from West Kent before making any improvements or alterations to your home, as defined by your lease
• Keeping your home and any individual gardens to a reasonable standard, as defined by your lease.
• Any repairs or maintenance needed because of damage or neglect caused by you or your relatives or visitors
• Arranging your own home contents insurance to cover damage to your possessions and decorations, in the event of the property being damaged by fire, flood, storm, leaks or other accident that could have been prevented • Treating staff and contractors with respect.
Repair Priorities, Just-in-time
asset management and
planned replacements
How Soon Will A Repair Be Done?
We have set targets for the maximum time you should have to wait for a repair.
“
Emergency repairs are those
that need to be done to avoid
serious danger to health or
safety or extensive damage
to buildings and property.
Emergency repairs
Emergency repairs are those that need to be done to avoid serious danger to health and safety or extensive damage to buildings and property.
To enable us to diagnose your repair
effectively, we may ask you some questions to verify whether or not it is an emergency, urgent or routine repair.
Target Response Time: Within 24 Hours (15% of top priorities are actually carried out within two hours).
The sort of repairs that should be reported as emergencies:
• A burst pipe that cannot be stopped by turning off the stop valve
• Total failure or a major fault in your electricity supply – please ensure you check your fuse box before calling us, if when West Kent arrive it is found to be a blown fuse, you will be recharged.
• Unsafe electrical fittings
• A blocked waste drain – we will expect customers to have attempted to unblock this themselves before calling through to report it. You can use any drain cleaning product from any hardware store to do this. If we attend and find it to be something you could have dealt with, you will be recharged.
• A blocked toilet (if there is only one in your home) we expect customers to attempt to unblock their toilets with a plunger or any toilet unblocking liquid. If when the engineer attends it is found to be something that has been placed down the toilet, there will be a recharge for this job.
• Flooding to a home – make the property safe and repair any damaged fixtures and fittings. West Kent are not responsible for any damage to your personal belongings such as televisions, carpets, or wallpaper which
• Major structural damage
• A security issue with your outside doors or windows – glass is your responsibility under your tenancy agreement. West Kent will attend to make safe and board up broken glass, however you will be recharged for this repair if you do not have contents insurance. If this is caused by vandalism please have your crime reference number ready to give to us. • Total loss of water
• Total loss of heating for elderly and vulnerable tenants – all year round
• Total loss of heating for any tenant between 1 November and 30 April – in the summer months heating is not considered a priority. Depending on your heating system this may be considered as a routine call out.
• A broken lift
• Failure of the warden alarm/call system • Fault to the door entry system if the door
is not locked
• Making safe after fire damage
• Offensive or racist graffiti – Please provide us with as much information as possible so this can be dealt with quickly.
• Health and safety work • A blocked flue
• Smell gas? Call 0800 111 999
• For water leaks – report to your water provider
Southern Water 0800 820999 Thames Water 0845 9200 800 South East Water 0871 2720100
Urgent Repairs
To enable us to diagnose your repair effectively, we may ask you some questions to verify whether or not it is an emergency, urgent or routine repair.
These are repairs that may affect the comfort of the tenants and cause damage to the property if left too long. Although these may not be emergencies, they need to be dealt with quickly.
Target response times: within seven calendar days.
The sort of repairs that should be reported as urgent are:
• Faulty electrical fittings and minor electrical faults
• Hot water or heating faults/breakdown • Total loss of heating between 1 May and
31 October
• Leaking roof, missing roof tiles and faulty or blocked guttering causing serious water penetration problems.
• Blocked sink, basin, baths, or second WC • Defective cisterns or overflow and minor
plumbing leaks
• Failure of the entry system or one that is staying unlocked
• A faulty extractor fan
• Fly tipping and rubbish clearance • Faulty communal TV aerial • Severe dampness
• A security problem with internal doors and windows
• A broken window handle if it makes it a health and safety problem • Graffiti
• Damage to stair tread or hand rail/banister • Defective flooring which is not an immediate
health and safety problem
Routine Repairs
Target response time: 21 calendar days (general)
These are repairs that are not urgent.
Examples of these types of works are:
• Repairs to external walls, paths and fences • Plaster repairs (not minor cracks to plaster) • Replacement of skirting boards
• Replacement of misted double glazed units • Replacement of wall tiles (kitchen/bathroom) • Replacement window handles that are not
a security or health and safety issue
• Repairing and cleaning of gutters and downpipes • Minor plumbing repairs and day to day repairs
and replacements
• Repairs to doors, floors and windows (not internal doors)
• Repair to a kitchen
• Leaking taps or shower units
• Repair to flooring which is not a health and safety issue
• Other graffiti.
Repairs
Planned Repairs
These are planned and cyclical repairs and improvements to maintain the standard and value of the property, for example painting, replacing roofs and replacing windows. At West Kent we have a ‘just in time’ policy, which means that we will only replace a component, such as the kitchen, when we are no longer able to carry out economical repairs. We do not carry out replacements based on the age of the component.
Target response time: 60 calendar days Examples of these types of works are:
• Tap washers (you may be charged for this) • Replacement of a few windows
• Replacement of the basin or WC • Work to trees in communal areas
• Replacement or rebuilding of garden walls and paths that is not a health and safety issue • Patching to the roof
• Replacement of some kitchen fittings (up to three)
• Servicing work to white goods owned by West Kent
• Minor works in occupation following a property becoming empty
• Housing Health & Safety Rating System Works (Other than Category 1).
Target response time: 90 calendar days Examples of these types of works are:
• Replacement garage door
• Treatment to timber and for damp • Replacement of external doors
• Replacement of central heating system • Replacement of internal doors
• Works in occupation following a property
Target response time: 120 calendar days Examples of these types of works are:
• Replacement roof
• Replacement of bathroom • Replacement of kitchen
Target response time: 150 calendar days – seven years.
Examples of these types of works are:
• Cyclical external decorations.
Major repairs to your home
In some cases we may need to do major repair work while you are still living in your home. If this happens, any work to your property should not mean any extra costs to you. We will pay for things like disconnecting and reconnecting services. Where appropriate, we may not charge you rent while the work is being done.
In some cases we may need to move you out of your home temporarily while we carry out essential repairs. If we have to do this, we will talk to you in detail about the process and provide you with further information.
“
We may give you compensation
for certain improvements you
make to your home if you then
decide to move.
Improving your home
You must write to us and get our written permission before starting any work on improvements or alterations to your home. We will only refuse permission for good reasons, and if we can agree to what you want to do we will write and tell you. We may give you compensation for certain
Repairs
Decorating and maintaining
your home
You should keep your home in a good, clean condition. This includes decorating it internally when necessary.
In brand new houses or flats and in refurbished homes, avoid painting or wallpapering the inside walls until at least one year after the building is completed. This will give the plaster time to dry out completely.
We will decorate the outside of your home and any shared landings and hallways (in flats with shared areas) as part of a regular planned maintenance programme.
Decorating scheme and grass
cutting service
If you are elderly and/or have a disability and meet certain criteria, we may be able to help you to decorate a room in your home or even cut the grass in your garden.
For more information please contact customer services.
The Handyperson Service is aimed at older and vulnerable people who don’t have friends or family nearby who could help, and for those who would find it difficult or dangerous to complete the job on their own. If you are over 55 or on certain qualifying benefits you could be eligible. For more information contact the Lifeways team on 01732 749451.
Housing Plus Services are extra services we provide for which a charge is made. They include tree maintenance, grass cutting, decorating, gas and electrical services and replacement kitchens, bathrooms and external doors. Some services are provided by our contractors and may be subsidised if you qualify. For more information contact customer services on 01732 749400.
Damage to your home
If you, anyone living in the property or anyone visiting it, damages or misuses your home or any communal areas, you will need to pay for the damage or put it right. You will also have to clear and clean your property if you leave. We accept ‘fair wear and tear’.
Mutual Exchanges
If you have undergone a mutual exchange, the original tenancies are formally assigned. This means that as well as receiving the benefits of the tenancy of their new home, the incoming resident also takes on all of the obligations of the existing tenancy. We carry out electric and gas safety checks when a mutual exchange takes place.
What this means in practice is that if the tenant you exchange with has damaged, neglected, improved or altered the property then you as the new tenant take on responsibility for repairing any damage, making good any neglect, and maintaining any previous improvements or alterations. Where an individual garden is included in the tenancy then any neglected overgrown trees and bushes will become the responsibility of the new tenant.
Allowing access
You must let anyone who works for us enter your home to inspect it or carry out work to it or to an adjoining property. We may force access in an emergency.
Identification
All our staff and contractors carry an identity card. Please make sure you check this before letting anyone into your home. If you are not sure, please ask us.
Safety in your home
Asbestos
As long as asbestos remains undamaged it is safe. We have policies and procedures for managing asbestos that includes surveying buildings to find out where asbestos is present so that we can decide the safest way of dealing with it.
As part of our asbestos management policy we will tell you of the location of any asbestos in your home and inspect it regularly. Please tell us immediately if it gets damaged.
A detailed leaflet on asbestos is available from our offices. If you have any concerns about asbestos in your home, you should contact customer services.
Gas safety
Gas leaks are very serious and require your immediate attention as an occupier. If you can smell gas or have any suspicion that gas is leaking, follow these simple steps:
1 Put out cigarettes, turn off gas cookers and fires and anything with a naked flame.
2 Turn off the main gas supply. The main gas on/ off lever can be found next to your gas meter.
3 Open windows and doors. This will allow any gas that has built up in the house to disperse.
4 Do not turn any lights/sockets on or off or light any matches. Using a light switch or similar can often generate a spark which could be enough to ignite any escaped gas in the air. This includes the use of phones.
5 Ring National Grid on 0800 111 999 from outside the property.
Annual gas safety checks
Your safety is of the utmost importance to us. Gas safety checks are for gas leaks as well as for carbon monoxide. Please remember that it is important to have a gas service and gas safety check once a year and that West Kent is legally required to carry out the gas safety check. Not only does this ensure your safety, it also means that your heating system is likely to be more reliable and less likely to break down. If we cannot obtain access to carry out the annual check, we will get permission to enter your home from the court and charge you for all the extra costs incurred. To ensure that we complete all gas safety checks within 12 months, we start the servicing programme early.
When we carry out gas safety checks for tenants, we check gas appliances to make sure they are safe as well as servicing and maintaining the gas appliances that we have installed. Tenants are responsible for getting their own appliances, including gas cookers, serviced and maintained by a Gas Safe Register-approved engineer. We offer free gas cooker connections for our tenants.
The maintenance and servicing of all gas appliances is the responsibility of the leaseholder.
find it…
Write down where yours is located
Gas supply
Carbon monoxide (CO) poisoning
Carbon monoxide (CO) is a colourless, odourless, poisonous gas. Carbon monoxide can killwithout warning – it does not have a smell and you cannot see it.
The initial symptoms of CO poisoning are similar to the flu (but without the fever). They include headache, fatigue, shortness of breath, nausea and dizziness.
What should you do to prevent CO poisoning?
• Have your heating system (including chimneys and vents) inspected and serviced annually. The Gas Safe Register-approved engineer should also check chimneys and flues for blockages, corrosion, partial and complete disconnections and loose connections.
• Never service fuel-burning appliances without the proper knowledge, skills, and tools. Always use a registered contractor to install and service your gas cooker and appliances.
• Make sure appliances are installed according to the manufacturer’s instructions and gas regulations.
• Never block air vents on an appliance.
• Never block outside grilles, flues or air bricks. • Never use an appliance if you think it may not
be working properly.
• Never sleep in rooms that have a gas back boiler.
• Never burn charcoal inside a home, garage, vehicle or tent.
• Never use portable fuel-burning camping equipment inside a home, garage, vehicle or tent.
• Never leave a car running in a garage
attached to your home, even with the garage door open.
• Never use gas appliances such as ranges, ovens or clothes dryers for heating your home.
• Never operate un-vented fuel-burning appliances in any room with closed doors or windows or in any room where people are sleeping.
• Do not use gasoline-powered (petrol) tools or engines indoors.
• Install CO detector/alarms. Make sure the detectors are not covered by furniture or curtains.
What should you do if you experience symptoms of CO poisoning?
If you suspect carbon monoxide poisoning, stop using any gas or coal appliances immediately. Turn gas off at the mains and allow the property to be ventilated. Ring us on freephone 0800 1691122 so that we can find out if any appliances are not working properly.
“
Seek immediate medical advice
and report your symptoms.
If you think you are experiencing any of the symptoms of CO poisoning, get fresh air
immediately. Open windows and doors for more ventilation, turn off any fuel-burning appliances and leave the house. Seek immediate medical advice and report your symptoms. It is also important that you contact a doctor immediately for a proper diagnosis. Tell your doctor that you suspect CO poisoning is causing your problems. Prompt medical attention is important if you experience any symptoms of CO poisoning when you operate fuel-burning appliances. If you do nothing, you could lose consciousness and die.
Do not turn your fuel-burning appliances back on until a Gas Safe Register-approved service engineer has confirmed that the appliances are safe.
Safety in your home
Electrical safety
It is important to have an electrical safety check carried out once every ten years. Not only does this help keep you safe, it also means that your home is less likely to catch fire. Under new Building Regulations (part P) all electrical alterations in your home must be done by a suitable and competent person who will give you a certificate to say that the work has been tested.
Please allow us access to carry out this safety check. If we cannot get into your home we will ask the court to give us permission and charge you for all additional costs incurred.
To reduce the risk of fire from faulty electrical appliances and installations, please make sure you: • Switch off all electrical appliances that are not
in use (this will also save you money!). • Turn off and disconnect televisions at night. • Make sure plugs are wired correctly and check
regularly for damaged or loose cables.
• Do not overload sockets when using adapter plugs and do not wire more than one
appliance into each plug.
• Do not run cables under carpets or rugs as this can cause overheating or fire. • Avoid using extension cables.
• Never touch switches with damp or wet hands and never take mains feed electrical appliances into the bathroom.
• Ensure all electrical appliances are regularly checked by a qualified electrician and only used in accordance with the manufacturer’s recommendations.
• Use low voltage systems for garden lighting and use a circuit breaker when using power tools or appliances such as a lawn mower.
Fire safety
To reduce the risk of fire:
• Keep matches and lighters away from children. • Make sure all open fires are guarded and
never allow anything to come into contact with portable electric fires.
• Do not use portable gas heaters.
• If you smoke, ensure you carefully put out used cigarettes and never smoke in bed. • Do not leave lit candles unattended.
• Close all doors at night and keep fire doors shut. • Do not put dry clothing on radiators.
Other measures you can take:
• Fit smoke alarms. You can also contact Kent Fire and Rescue who may come to your home and give you advice on fire safety as well as fitting smoke alarms in your home for FREE. • Test your smoke alarms weekly. If they
are battery-powered then renew the batteries regularly.
• Get together with your family to plan an escape route and make sure that your children know what to do in case of fire. Teach them how to make a 999 call and give their address. Make sure the escape route is practical and not obstructed. Practice an escape every now and then. Ensure that if doors and windows are locked you know where the keys are and you can get them – even in the dark.
• If you have a mobile phone, make sure it is always charged and in the room with you.
If there is a fire in your home:
• Stay calm and leave by the safest route
• Close all doors and windows behind you if you can • Dial 999 and ask for the fire service
Our sheltered schemes have special arrangements for what to do if there is a fire.
Burst and frozen pipes
To help prevent burst pipes in cold weather you can:
• Try to keep your home fairly warm at all times, even when you are not there. Leave the heating on a low setting.
• Know where your stopcock is and make sure you can turn off the main water supply if you need to.
• Make sure outside taps are lagged. If they have separate stopcocks, turn them off in winter.
If your pipes freeze or burst you should:
• Turn off the main stopcock.
• Switch off your immersion heater if you have one.
• Switch off your heating and hot water system. • Turn on all your taps to drain off as much
water as possible (but make sure the sink, basin and bath plugs are out).
• Try to find out where the water is coming from and contain it if possible by putting rags or a bucket under it.
• Report the problem to us.
It is important that you do not use your lights if water is dripping through a light fitting.
“
If your pipes freeze or burst
you should… turn off the main
stopcock.
see page 16Condensation advice
Condensation happens when warm, moist air meets a cold surface such as a window, mirror or wall. This air cools down and turns back into water droplets on the cool surface. Condensation is more likely to happen when there is more moisture in the air than usual and when surfaces are colder. How you ventilate and heat your home therefore affects the level of condensation. Condensation can create conditions in which mould can grow and damage clothing, furniture and decorations, particularly wallpaper. In addition, when mould dries it sends spores into the air that can cause breathing problems in some people.
There are some easy steps below that you can take to reduce, or even prevent, condensation in your home. These are all based on producing less moisture, increasing ventilation and keeping your home a little warmer.
Producing less moisture
Cooking
• Do not leave kettles boiling. • Put lids on boiling pots and pans.
Clothes washing
• Always dry washing outside if you can. • If you do dry washing indoors, always open
the window and close the door.
• Always make sure that you vent a tumble drier to the outside of the house (unless it is a self-condensing type).
Paraffin and portable gas heaters
• We strongly advise that you do not use these types of heater. Each gallon of fuel these heaters burn puts a gallon of water into the air. If you do use one it is essential that you keep the window open slightly and the door closed.
Condensation
Ventilating to reduce condensation
In general
• Do not block permanent vents.
• Do not provide additional draught proofing in rooms which have condensation or mould problems or where there is a fuel-burning heater or cooker.
• Do not provide additional draught proofing to windows in the kitchen or bathroom. • Allow space for air to circulate around your
furniture.
• Open cupboard and wardrobe doors to help keep them ventilated, but do not overfill them as this stops the air circulating. Where possible, position freestanding wardrobes/ cupboards against internal walls.
• Keep a small window or vent open when there is moisture in a room.
Kitchens and bathrooms
• Increase ventilation when cooking, washing up, bathing or drying clothes.
• Use extractor fans (where these are fitted), and/or open windows wider.
• Close the door so moist air does not spread throughout your home.
Keeping your home warmer
• Use a low background heat during cold spells, rather than switching the heating on and off for short periods.
• Where possible, try to heat the whole house. • If you have central heating, set it to provide
background warmth in all rooms, including any that you do not use regularly.
When you should contact us
Tell us if condensation occurs in a room that has a gas, oil or solid fuel heating appliance with a flue. We will check the heating installation, as the condensation may have appeared because the appliance flue has become blocked.
Tell us if you want to fix an extractor fan or otherwise change the ventilation in a room containing a gas, oil or solid fuel appliance. We can give you advice from the installer of the appliance about the risks from toxic fumes.
Preventing mould growth associated with condensation
• Ensure that condensation does not occur regularly.
• Wipe away mould on washable surfaces using a fungicidal solution to stop mould spores from spreading.
• Ventilate rooms regularly.
New buildings
New buildings often take a long time (12 months) to fully dry out. While this is
happening they need extra heat and ventilation, particularly during the first winter. Allowance should be made for this. A defect inspection is carried out after the first 12 months on all new buildings – we advise tenants in these properties not to decorate until this inspection has taken place.
If you have any concerns about condensation in your home, or would like guidance on how to maintain your home, please contact customer services.
Secure your home
The following pages provide
advice and guidance for repairs
and maintenance in your home.
Keeping your home secure
You should:
• Close and lock all windows and external doors (including sheds and outhouses) every time you go out.
• Keep external doors and windows locked at night – but keep the keys to hand so you can get out in an emergency.
• Keep valuables and money out of sight. • Close the curtains and leave a room light
on if you go out in the evening – do not just leave the hall light on.
• Never leave a ‘hidden‘ key – thieves know where to look.
• Always cancel the milk and papers when you go away, but do not leave notes out for the milkman or newspaper deliverer – thieves might read them as well.
• Never prop open fire doors or outer doors or leave them on the latch if you have a door-entry system. They are there for your security and safety.
• Always ask for proof of identity before letting anyone into your home. This includes staff from West Kent and anyone working on our behalf.
• Keep cars locked even when they are parked on your driveway.
• Join your local Neighbourhood Watch – or set one up!
Worried or seen something
suspicious?
• Phone your local police.
• Contact Crime Stoppers on 0800 555 111.
“
Always ask for proof of
identity before letting
anyone into your home.
This includes staff from
West Kent and anyone
working on our behalf.
You may have to turn off the main stop valve in your home, so you should know where to find it.
“
To make sure that the valve
doesn’t seize up, it is wise to
test it twice a year. To do this,
first shut it off and then open
it fully. Then close it slightly by
turning it back half a turn.
Some of the equipment in your home could have its own isolation valve that will allow you to turn off the water just to that item. If this isn’t the case, you may be able to turn off the water using the gate valves on the pipes coming out of the cold water tank. This will leave you with some water, although perhaps only to the kitchen sink tap. To help us to get the repair completed properly first time, please tell us:
• If you have a leak, how serious is it? • What is affected?
• Can you see where it is coming from? • Is it from a supply pipe or a waste pipe? • Is it the hot or cold water supply?
• Is the leak affecting anything electrical? Have you turned off anything that is affected? • Have you turned your heating off?
Turning off the water supply
find it…
Write down where yours is located
Stop Valve
to turn off water supply
Gate Valve
Water services in a typical house
THE WATER SYSTEM
Open vent
Cold water storage tank Gate valves
Stored cold water supply Soil stack
Basin waste
Bath waste
WC waste
Branch joint
Mains cold water supply
Hot water supply
Stop valve
Soil branch
Hot water cylinder
Toilets
Sometimes toilet cisterns overflow. See the section on ‘Overflows’ on page 19.
This tells you what you can do to stop the overflow temporarily.
Sometimes toilet cisterns do not fill. If you lift the lid off the cistern, you might be able to see the problem.
Sometimes flush pipes leak, or there is a leak at the joint where the pipe connects to the pan (cone joint).
Sometimes joints between the pan and soil pipe leak.
Sometimes toilets do not empty. This means the pan outlet or soil pipe is blocked.
To help us to get the repair completed properly first time, please tell us:
• What the problem is – a leak, toilet won’t flush, toilet is blocked, something else?
• Has the water been switched off?
• Can you see where it is leaking? Is the pan cracked? Are any pipes or joints leaking?
• Does it leak only when you flush it?
• If the toilet won’t flush, did you see any broken parts inside the cistern?
• Do you have a second toilet?
• How did any damage occur?
Toilets and overflows
A typical toilet system
THE WATER SYSTEM
Cistern lid
Soil pipe Soil pipe
joint
Drain outlet Cone joint
Cistern
Flush pipe
Toilet lid Toilet seat
Overflows
If your overflow is running, you can stop it temporarily until it is properly repaired.
Just tie the float in the ‘up’ position as shown in the picture (below right). This stops the water from coming out of the ball valve.
To help us to get the repair completed properly first time, please tell us:
• Which overflow has the problem? Is it from the toilet, cold water tank or the heating?
• Where is the water from the overflow discharging?
• Does the overflow run continuously or does it stop and start?
Toilets and overflows
THE WATER SYSTEM
Water tank
Cistern
“
If your overflow is running, you can stop it temporarily until it is
properly repaired… just tie the float in the ‘up’ position as shown
Overflow pipe
Water tank
Float
Gate valves
Ball valve Vent pipe
Water inlet (mains)
Water inlet Ball valve
Overflow
Float
Flush pipe Flush handle
Siphon
Down services
Float tied to support placed across top of cistern
All sinks and washbasins have a trap. Sometimes traps block but they are easy to clear. First turn off both taps. Next, place a bucket or bowl under the trap to catch water and debris. Then unscrew the relevant sections and remove the blockage. Finally, screw the trap back together, making sure it is watertight.
You are responsible for clearing blockages. If you are unable to do this, we may charge you. If you can’t do it yourself please call us.
To help us to get the repair completed properly first time, please tell us:
• Where is the problem? Is it the kitchen sink, the bathroom washbasin or the toilet?
• What is the problem? Is it a leak, a crack or blockage?
• If the leak is to a supply pipe, is it to the hot or cold pipe?
• If the sink or basin is blocked, describe the type of trap and tell us whether or not you have tried to clear it.
• How did the damage occur?
•
Sinks and wastes
THE WATER SYSTEM“
Place a bucket or bowl
under the trap to catch water
and debris
Sink waste system
Taps
Supply pipes
Overflow
Waste pipe
Trap
Bottle trap
Baths
You will notice leaks from the bath overflow only when the bath is over-filled.
You will notice leaks from the bath waste pipe only when the bath is being emptied.
You will notice leaks from the bath supply pipes at all times.
To help us to get the repair completed properly first time, please tell us:
• If there is a leak, is it from a supply pipe, a waste pipe or an overflow?
• If the leak is on a supply pipe, is it the hot or cold one? Has the water been switched off?
• If the problem is the overflow, where does the water go?
• If there is a leak, has it done any damage?
• If the problem is broken splashback tiles, how many are broken? How big are the tiles?
• Is the leak due to the mastic seal between bath and tiles having failed?
Showers
You will notice leaks from the shower waste pipe when the shower is being used.
You will notice leaks from the shower supply pipes at all times.
To help us to get the repair completed properly first time, please tell us:
• If there is a leak, is it from a supply pipe or a waste pipe?
• If the leak is on a supply pipe, is it the hot or cold one? Has the water been switched off?
• If there is a leak, has it done any damage?
• If the problem is broken splashback tiles, how many are broken? How big are the tiles?
• Is the leak due to the mastic seal between the shower and tiles having failed?
Showers and baths
THE WATER SYSTEM
A bath waste system
Waste pipe Overflow Water supply
Bath panel Feet
Sometimes radiators do not heat up properly because there is air trapped inside them. You need to remove the air by bleeding the radiator using a radiator key. Be careful not to open the valve any more than you need to just to let the air out. As the air comes out of the radiator it makes a hissing sound. As soon as the hissing stops and water appears, close the valve tightly.
To help us to get the repair completed properly first time, please tell us:
• Do you have a key or card meter? Have you run out of credit?
• What type of system has the problem? If you are unsure, please describe it.
• What fuel does it use?
• Have you bled the radiators?
• Does the system provide hot water as well as heating? Are you without both?
• Have you checked the thermostat, timer & fuses?
• Are there any vulnerable people in the household (perhaps with a medical need, or someone who is very young or elderly)?
• Do you have other ways to get heating or hot water, for example a fan heater or immersion heater?
Heating systems
HEATINGHeating system parts
Radiator key
Radiator Pump
Electric storage heater
Thermostatic valve
Most homes have a hot water cylinder. Water might be heated by an electric immersion rod or be supplied with hot water from a boiler. The boiler could be part of a central heating system or separate. There might be a cylinder thermostat fixed to the outside of the cylinder. Immersion rods are controlled by a power switch or possibly a timer.
Water heaters
HEATINGHot water cylinder
Timer switch
Immersion rods
Thermostatic
housing Outlet pipe
Cylinder thermostat
Inlet pipe
Combination Boiler – How to fill tube to increase pressure Locate black valve coming from filling loop pipe
. Ensure valve is at open position, in line with the pipe. Watch the pressure gauge and wait until it reaches 1.5 bar. Shut off valve, putting it back into it’s original position. You will need to check the pressure again if you bleed the radiators.To help us to get the repair completed properly first time, please try to answer the following questions:
• Do you know what type of system has the problem? (If you are unsure, please describe what it looks like and give us any other detail you can, such as manufacturers’ names).
• Do you sometimes get hot water, or never?
• Do you have any other water supply problems?
• Does the water cylinder heat up even when you don’t get hot water through the taps?
• Do you have any other way of heating water in your home?
Hot water boiler
Central heating and hot water boiler
Flue
Controls Mains
switch
Wall boiler
Inspection window
Pressure Temperature
Filling Loop
find it…
Fuse board (or fuse box)
The fuse box is where you will find the main on/ off switch. This is also the main circuit breaker. The smaller switches control other electrical supplies in your home, such as lights and power circuits. Sometimes they may drop out or trip – this is automatic if the power overloads on a particular circuit (a bulb blowing can cause this).
Turning off the electricity
ELECTRICITYFuse board (or fuse box)
to turn off the electrical supply
Miniature circuit breaker
“
If all the lights go out, unplug
all appliances, open the fuse
board cover, reset by pushing
up the trip switch, plug the
appliances back in one by one
– if any are faulty the switch
will trip out again. Have the
faulty appliance repaired.
Circuit labels RCD
Mains switch Consumer unit
Test
Mains voltage electricity can be very dangerous. Please tell us about any problems with flickering lights or over-heating sockets as soon as you can.
To help us to get the repair completed properly first time, please tell us:
• Have you got a key or card meter? Have you run out of credit?
• What is the problem (sockets, lights, cooker control panel, etc)?
• Does the problem affect only one room? Which one?
• Have you checked the bulb?
• Were you using one particular appliance when the power failed?
• Have you checked the fuse in the appliance’s plug?
“
Mains voltage electricity
can be very dangerous
Lighting and electrical appliances
ELECTRICITY
Common lighting systems
Pull cord Flex
Ceiling rose
Cover
Starter
Pull switch
Pendant lampholder
Tube
Fluorescent strip light
Diffuser (cover) Batten
Glazing
Broken glass is normally a tenant’s responsibility to repair. We will charge you for the cost of repairing broken glass.
Front and back doors
To help us to get the repair completed properly first time, please tell us:
• Which door has the problem? If it is an internal door, this is your responsibility.
• Does the problem affect the security of your home?
• Was the damage caused by a forced entry?
• If the door is not closing properly, has it been recently painted or is it warped?
• Is the door wooden or PVC.
• Are frames, locks or door furniture damaged?
• How did any damage occur?
• If glazing is broken, what type of glass is it and how did it break?
Doors and windows
INSIDE YOUR HOMEFront door
“
We will charge you for the cost
of repairing broken glass
Outside
Door frame
Panel
Threshold
Key hole Night latch (Yale)
Security chain
Bolt Glazed panel
Letter plate
Windows
Windows are your responsibility. We can repair them but we may charge you. If you call us we will need to know:
• Is the window single or double-glazed?
• Is it clear or obscure glass?
• What is the problem (broken glass, misting within double glazed unit etc)?
• How did the damage occur?
• If necessary, have you obtained a crime reference number?
Damaged windows/frames:
To help us to get the repair completed properly first time, please tell us:
• What type of window is it and what is the frame made from?
• Which room is the window in? What floor?
• What is wrong with the window (loose putty, rot, etc)?
• If it is difficult to close, has it been painted recently? Is it warped?
Doors and windows
INSIDE YOUR HOMELocks and keys
Keys are your responsibility.
The striking plate or keep should be fixed to the door frame.
Sometimes when a lock sticks it can be freed by lightly oiling it through the keyhole.
To help us to get the repair completed properly first time, please tell us:
• What type of lock is causing the problem?
• Which lock is it? Do you have a second lock on the door? Does it cause a security problem?
• Has the door been forced?
• If the lock needs re-fixing, what is the door made of?
Kitchen units and cupboards
To help us to get the repair completed properly first time, please tell us:
• Where is the unit or cupboard?
• What needs repairing?
• If handles need replacing, what type are they?
• How did the damage occur?
Mortice and yale locks
Mortice lock and latch
Night latch (Yale)
Striking plate or keep
Staircases, walls and ceilings
INSIDE YOUR HOME“
Damp patches on ceilings can
be caused by condensation,
rainwater penetration or
Staircases
Sometimes timber stair treads split, break or become loose or creaky.
Sometimes handrails or banisters break or become loose.
To help us to get the repair completed properly first time, please tell us:
• What is the problem?
• Where is the staircase – internal, external, or in a common hall?
• What material is the damaged part made from?
Staircases
Walls and ceilings
Two common problems with walls and ceilings are dampness and damaged plaster. Damp patches on ceilings can be caused by condensation, rainwater penetration or leaking plumbing. Damp penetrating through walls usually only appears on external walls. It helps if you tell us whether or not the damp only appears when it rains.
Rising damp can occur when damp courses fail or are bridged because soil levels are too high outside. Rising damp can sometimes affect the flooring on the ground floor. Black mould on walls is often a sign of condensation. It can be
The causes of damp problems are often difficult to diagnose. We may need to arrange for a specialist to survey your home before we can carry out repairs.
See the section on ‘Condensation’ on page 13 & 14 for more information.
Handrail
Wall string
Tread Riser
Nosing
Newell post
Roofs
The diagram shows pitched and flat roofs. Pitched roofs are covered in either tiles or slates, with particular ridge tiles on the ridges and hips. Flat roofs are covered in lead, zinc, asphalt or felt. Sometimes tiles or slates become loose and slip. Ridge and hip tiles can also become dislodged.
To help us to get the repair completed properly first time, please tell us:
• What is the problem?
• Is the problem with a pitched or flat roof? • How many storeys high is the building? • Are any slates or tiles missing? How many? • Is water coming through the ceiling? If it is, which
rooms are affected? Is it happening all the time? • Are any electrical appliances affected by
leaks? If they are, then switch off the power at the mains.
Roofs and drains
Drains
Baths, sinks and basins all have traps. See the section on ‘Sinks and wastes’ (page 20) for advice on how to clear blockages from them and report repairs to them.
To help us to get the repair completed properly first time, please tell us:
• Is dirty water backing up, perhaps in your toilet? • Is there flooding from an inspection chamber? • Has your home been damaged?
• Is it affecting your neighbours
OUTSIDE YOUR HOME
Flat roof
Pitched roof
Ridge tiles
Hip tiles
Gutter
Downpipe Slates
or tiles
Chimney Flashing
Tenants are responsible for clearing traps. If you share a main sewer or drain, contact your water authority. Your local water authority is responsible for blockages to sewers. In the event of a blockage please contact your water supplier directly.
Gutters and downpipes
Rainwater pipes sometimes lead into hopper heads which can be blocked by leaves.
Sometimes leaves block the running or stop-end outlets of gutters. Sometimes the gutter brackets supporting the gutter break. Sometimes gutters or downpipes leak at seals and joints. Sometimes the clips that secure downpipes to the wall break. Sometimes gullies are blocked by leaves and other debris.
To help us to get the repair completed properly first time, please tell us:
• What is the problem?
• Is the gutter blocked? Where?
• What material is the damaged part made of? • Is there a leak on a gutter or downpipe? Where? • Is the guttering broken? If so, how much
is broken and how high is it?
Gutters and downpipes
OUTSIDE YOUR HOMEA typical gutter and
downpipe system
Inspection chamber
Gulley Kitchen
waste pipe Gutter
Bracket
Stop end
Joint
Bath waste pipe
Hopper head Rainwater
downpipe Clip
Gulley surround
Private gardens
If you have your own garden or outside space you are responsible for its upkeep.
Please remember:
• Don’t let trees, shrubs or hedges get too overgrown.
• Cut the grass regularly in summer. • Don’t accumulate rubbish of any sort.
Looking after your fencing
A few tips to help keep your fence looking good for longer:
• Treat your wooden fence panels with timber preservative every three to five years
• Prevent plants like ivy from climbing up the fence
• Maintain your trees and shrubs so they don’t damage your fence
• Prevent balls being kicked into your fence – it will break!
• Avoid leaning things against your fence. West Kent will replace your fence when we can no longer carry out economical repairs. The replacement will be the same as the fence you currently have in place. For example, we will replace an old chain link fence with a new chain link fence.
Our fencing responsibility is limited to marking the boundary to your property, which does not include making your garden secure for people, pets or property. In most cases we can achieve this with a simple post and wire.
You are welcome to request permission to carry out a tenant improvement and replace the fence yourself if you’d like something different to what you now have or if you’d like to replace your fence early.
Communal areas
If you live in a property with communal areas and services, you can call us if you notice a defect. Help to keep communal areas clean, tidy and free from obstacles.
Unwelcome pests
Pests found within the home, such as mice, fleas, cockroaches or ants, are your responsibility. Here are some suggestions that can help resolve the problems:
• Contact the Environmental Health department of your local council. Some services are free or at a discounted rate to families claiming benefits.
• Avoid accumulating rubbish outside that can attract pests.
• Keep food in airtight containers. • Use remedies available from local DIY/
hardware stores such as flea and ant powders, insect sprays, mouse traps or poison.
Gardens and unwelcome pests
Just-In-Time
Planned Replacements – The Strategy We Use For Replacing Components That Are About To Fail
What Is Just-In-Time?
We use a ‘just-in-time’ approach for renewals to the building components making up your home. We time upgrades or improvements to these components so they are made when we are renewing them.
Renewals to building components can
usually be programmed based either on their standard estimated industry lifetimes or by using a ‘just-in-time’ strategy. Using standard estimated industry lifetimes is wasteful as it costs more and causes environmental damage, because components replaced prematurely create additional waste requiring recycling or disposal. Our ‘just-in-time’ strategy allows us to extend use of the components beyond industry lifetimes and make replacements at the end of their economic life. This maximises the economic value of the original investment in the components in our stock and minimises recycling or disposal waste. The ‘just-in-time’ strategy does delay replacement of components in homes which are well cared for.
We maintain a database of the condition of all our housing stock recording the condition of all the key components in our properties. We produce regular reports showing components that have already been identified as needing replacement within 12 months and these are then included on planned replacement programmes. Any component in poor condition requiring planned replacement will be renewed within 12 months of the survey date.
We also run other reports to identify
components that require re-survey, and the surveys are then carried out.
All our properties are regularly re-surveyed to ensure that our condition data for your home
management input, good information available to implement it and sufficient technical support and contractor capacity to deliver programmes quickly once the appropriate point in time has been determined.
Your Choice and Housing
Plus Services
When replacing the following items we will offer you choices for style and colours for the following:
Kitchen Replacements • Worktop styles
• Floor tile colours • Layout if applicable
• Kitchen unit colours from Howden’s Greenwich range
Bathroom Replacements • Floor tile colours
• Wall border tile colours • White bath and sanitary ware • Layout if applicable
Redecoration
• Colours for external doors*
• Internal communal colour schemes, each colour scheme comes with a choice of four door colours*
External Door Replacements • Door colours
• Front door styles • Back door styles • Frosted or clear glass
• Optional cat flap in back door (one style only)
(*Colour choices subject to Disability Discrimination Act)
There are also additional choices available
Housing Plus Services
Housing Plus services are over and above the ones West Kent are obliged to provide and which our residents need to pay for in addition to the rent or service charge. Services like the early external door replacement scheme or the tree-care scheme.
We have designed these services with our partnering contractors and iN Homes team so you have the assurance of competent, quality and affordable contractors.
Housing Plus services:
• May have restricted eligibility criteria • Are budget limited
• Are available on a first come first served basis except where the resident meets the full cost of the service.
Housing Plus Services Currently Available • Gardening services for grass cutting, hedge and tree maintenance (subsidised only for eligible elderly and vulnerable tenants) • Individual room decoration (subsidised only
for eligible elderly and vulnerable tenants) • Handyman service (subsidised only for
eligible elderly and vulnerable tenants) • Home security and security to West Kent’s
communal areas.
Housing Plus Services
Housing Plus Services which are being developed over the next few months are: • Kitchen and bathroom refits where you
choose and pay for the extra cost of the fittings, tiling and lighting. Different suppliers may be used. Please note – bathroom sanitary ware will remain white.
• Additional external door styles from West Kent’s supplier
• Internal decoration
• Gas servicing and repairs for shared owners and leaseholders
• Repair service on Saturdays and late evenings • Early replacement of kitchen, bathroom
or external doors.
Health & Safety, And Housing
Health And Safety Rating System
Servicing and Health & Safety Checks
Providing safe homes and neighbourhoods is a priority for us. We safety check all the appliances that we own.
• Landlord’s gas safety check – within 12 months of last check • Asbestos check –
within 12 months of last check • Chimney sweeping of live flues –
once or twice a year
• Periodic electrical testing – every ten years • Emergency lighting
• Fire alarm servicing and checks • Fire extinguisher servicing
• Smoke detector and carbon monoxide detector checks
• Communal passenger lifts –
monthly checks plus insurance inspections • Lifts/stair lifts or specialist equipment within
the home, when provided via our Disability Services and the manufacturers warranty has expired. A service charge may apply. • Water safety checks on communal systems • Tree condition surveys –
communal trees every five years
• Stock condition surveys – every five years.
Disability Services
Our Enablement Offices are committed to providing an efficient disabled adaptations service that addresses the needs of our customers. The needs of our residents with disabilities are important to us. We help customers to apply to the local authority for a Disabled Facilities Grant to enable adaptations to be carried out. These are means tested. Some smaller works can be funded by West Kent without a grant.
We work closely with Kent County Council’s Occupational Therapists to ensure that our residents are safe and to help them become as independent as possible within their own homes. Works can range from something as simple as a grab rail, to more complicated adaptations such as flush floor showers and lifts.
To discuss or arrange an assessment with an Occupational Therapist please contact the Kent Contact and Assessment Service as follows:
Telephone: 08458 247100
Textphone: 08458 247905
Email: [email protected]
Fax: 01233 652261
Write: Kent Contact and Assessment Service,
Kroner House, Eurogate Business Park, Ashford TN24 8XU
More information is available in our Disability
Services leaflet, or by contacting the Lifeways
team on 01732 749471.
Get involved
Resident Involvement
West Kent values residents’ involvement in our repairs and maintenance service. You can help us improve services by responding to invitations to participate in contract monitoring, consultations and satisfaction surveys. There are also various focus groups you can join.
If you are interested in joining any of our current focus groups please see below to find out more about them.
Core Groups
We are looking for residents to join our partnering contractor core groups to help us continually improve the services we provide to you.
What is a core group?
The core groups are made up of our partnering contractors, resident representatives and West Kent staff from various departments who meet to manage the various partnering contracts.
What does being a member of the core group involve?
• Attending meetings • Giving feedback
• Helping West Kent to continually improve the services we provide
• Assisting West Kent in managing contractors.
What core groups can you attend? • Brenwards – building and electrical • Brenwards – aids and adaptations • Bridglands – grounds maintenance
• iN Homes – West Kent’s in house repairs team for gas, plumbing and handyperson services • Elite Elevators – lift servicing.
Grounds Maintenance Watchers
Are you interested in the grounds maintenance works carried out by Bridglands in your area? If so why not join our group of enthusiastic grounds maintenance watchers?
What does being a watcher involve?
• Providing feedback on grounds maintenance in and around your area
• Helping us to improve your neighbourhoods • Attending optional joint meetings every
other month.
Becoming a watcher and attending a meeting gives you the chance to meet with Bridglands and West Kent staff to voice your opinions, give and receive feedback and keep up to date with the continuous improvement of the service. You don’t have to attend meetings to become a watcher, you can give feedback by contacting West Kent directly or if you would like to give feedback on recent works that have been carried out you can complete the grounds maintenance watcher satisfaction questionnaire available on our website.
Policy Review Steering Group
Are you interested in helping to review West Kent’s strategies, policies and procedures to help continuously improve the services we provide? We are looking for residents to join the Policy Review Steering Group (PRSG) who meet on a monthly basis.
The group is made up of residents and West Kent staff including directors.
How we measure our success
We are committed to providing you with a well maintained home that meets the Decent Home Standard and to keeping our estates looking good by working together with you and our partnering contractors.You can measure our success by comparing our performance against the targets in the Service Standards.
If you would like to receive this information in another format, for example in large print, in another language, in Braille, on tape or CD, please telephone 01732 749400 or ask any member of staff.
West Kent Housing Association
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