Know your home. L&Q Direct. Your repairs and maintenance guide (local rate)

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One Kings Hall Mews . Lewisham . SE13 5JQ Tel: 0844 406 9000 . Fax: 0800 619 0213 L&Q is an exempt charity

www.lqgroup.org.uk

Report a repair

0800 015 6536

020 8308 6096

(local rate)

www.lqgroup.org.uk

Opening hours

Monday to Friday

8am to 8pm

Saturday

9am to 1pm

Outside of these hours, on bank holidays

and Sundays, please contact us for

emergency maintenance issues only.

LQ0018

Know

your home

Your repairs

and maintenance

guide

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Important items

in your home

Gas handle

To turn off gas supply (see page 7)

Fuse box (or consumer unit) To isolate circuits and turn off electricity with a trip switch (see page 8)

Stopcock

To turn off water supply (see page 10)

Boiler

(see page 11)

Heating controls and thermostat

(see page 12)

Smoke detector

(see page 18)

Check where the following items are in your home and jot down the information

Where is it...

Item...

You should promptly report

repairs that L&Q is responsible for.

Our contact details and response

times can be found at the end of

this guide.

You must give access to inspect or carry out the repairs. We will usually provide 24 hours notice unless it is an emergency.

Paying for damage caused

If you, your family or visitors cause damage by neglect, misuse or failure to report a repair, you will be charged for the cost of the damage. We will carry out all rechargeable repairs in accordance with our response

times which are set out in the ‘how to report a repair’ section of this guide.

When your tenancy ends and you prepare to vacate the property, you will be expected to leave it in the same condition it was let. This means leaving the property and garden in a clean condition, removing all your furniture, domestic appliances and rubbish, and disposing of floor coverings. We will charge you for the cost of work if we have to put things right.

The table below explains what else you are responsible for and what L&Q, your landlord, has responsibility for.

* If you have a secure tenancy we will decorate the inside of your home every seven years ** Some exceptions apply where L&Q will deal with pest problems

About this guide

Repair

and maintenance

responsibilities

What if I can’t carry out my

maintenance responsibilities?

If you don’t have a relative or friend who can help you with your maintenance responsibilities and due to age or disability you’re unable to carry these out yourself, let us know. We can provide information on the support agencies who can help.

Your repair and maintenance responsibilities towards your home.

How to look after your home and deal with problems that arise.

Making improvements to your home.

Getting contents insurance.

How to report a repair that is L&Q’s responsibility.

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Gas supply

The main gas on/off handle that supplies the gas to your home is usually next to your gas meter.

If you smell gas...

1. Turn off

your gas supply.

2. Open

any windows and doors

to let the gas disperse.

3. Do not

light matches, lighters

or cigarettes.

4. Do not

turn on lights or sockets.

5. Call the

National Grid

on

0800 111 999

.

Carbon monoxide

Carbon monoxide is a poisonous gas that you cannot see, smell or taste. It can be caused by faulty central heating systems, gas appliances and fires, as well as blocked flues and chimneys. If it goes undetected it can kill without warning in a matter of hours.

The symptoms of carbon monoxide poisoning include tiredness, drowsiness, headache, nausea, and pains in the chest and stomach. If you or your family experience these symptoms you must seek urgent medical advice.

Gas

Looking after

your home

For more safety information on gas appliances, refer to the Gas Appliances leaflet, which can be requested from L&Q Direct or found on our website. (L&Q contact details and the website address are at the end of this guide)

• Tamper, interfere with or alter the gas system or meters;

• Cover a gas appliance or block any vents on appliances;

• Block or obstruct any fixed ventilation grilles or air bricks;

• Block or cover outside flues; • Use portable oil, paraffin or gas

appliances in the home, other than sealed oil-filled radiators;

• Sleep in a room where a gas appliance, eg a conventional gas fire, is left burning at night; or

• Use a gas appliance if you think it is not working properly.

• Allow us access to carry out annual gas safety checks on gas appliances that we own (if you don’t you could end up in court); and • Get an engineer who is on the Gas Safe

Register to install and maintain your own gas appliances, such as cookers.

Do...

Don’t...

Know your home Your repairs and maintenance guide

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If fluorescent lights are flickering

Flickering lights in fluorescent tube can be because the starter needs changing. This is a time switch that helps the tube light up. To change a starter:

• Turn off the light switch;

• Turn off the electricity from the fuse board (as explained above);

• Remove the starter by twisting it anti-clockwise for a quarter of a turn; and

• Put the new starter in and turn it clockwise to lock it in position. If this has not worked you may need to change the fluorescent tube.

To do this:

• Turn off the light switch;

• Turn off the electricity from the fuse board (as explained above);

• Remove the diffuser

(the light cover) if one is fitted;

• Remove the fluorescent tube by twisting it – this will have a number and size on it so you can buy a replacement; and

• Replace the fluorescent tube.

Fuse box

The fuse box (also called the consumer unit) contains the main on/off switch for the electricity. The fuse box can usually be found next to the electricity meter. It has a circuit breaker that, if a fault occurs, automatically switches the electricity off by tripping the switch to break the circuit. You will also find a row of smaller switches called mini circuit breakers. These control the electricity to the lighting and socket circuits in particular rooms or parts of your home. They will trip out if there is an overload on a particular circuit (eg if a light bulb blows).

Safety around electricity

There are a number of ways to increase your safety using electricity in your home.

Electricity

If you lose electricity

Loss of electricity could be because of a power cut or, if you have a top-up electric key meter, a lack of credit. If it is none of these, check if a fuse has tripped in the fuse box.

To do this:

1. Open

the cover on the

fuse box.

2. Check

which fuse switches

have tripped to the ‘off’

position and put them back

to the ‘on’ position.

If it keeps tripping it could be because of a faulty electrical appliance. To check this:

• Unplug all electrical appliances (eg toasters, kettles, TVs etc);

• Turn off the electricity at the fuse box;

• Reset the fuse switch on the fuse board that has tripped and turn the electricity back to the ‘on’ position; and

• One by one, start plugging in and using all the appliances until the trip goes again – the last appliance you plugged in will be the faulty appliance.

• Tamper, interfere with or alter electrical systems or meters; or

• Overload plug sockets – an extension lead or socket should never have appliances that together use more than 13 amps. For example, a kettle uses 13 amps, a tumble dryer uses 13 amps, and a television uses 5 amps. Plugging a kettle and a washing machine into the same socket would overload it.

• Unplug electrical appliances when they are not being used;

• Keep appliances clean and in good working order;

• Check for a British or European safety mark when buying an appliance; • Use the right fuse in a plug to prevent

appliances overheating;

• Use the appropriate conversion plug if appliances have different fittings; and • Keep appliances, plugs and sockets

away from water.

Do...

Fusebox/board (consumer unit)

Mini circuit breakers (MCB) (can trip/change position if there’s a problem) Starter End support bracket The main on/off switch Fluorescent tube Diffuser

Don’t...

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Stopcocks and gate valves

A stopcock is a valve that stops the water supply into the property. It is important to know where the stopcock is in case you have a leak and need to turn the water supply off.

The stopcock is often under your kitchen sink. It can also be found close to where the mains water enters your home, such as under a metal cover on your front garden path, in an external or internal intake cupboard or under floorboards close to the front door.

A gate valve cuts the supply of water connected to the pipework of items such as water tanks, sinks or boilers.

Frozen pipes

Cold weather can cause pipes to freeze. When this happens the pipes can burst and cause a water leak. To prevent this happening:

Boiler not working

The boiler heats up your water via a hot water cylinder and is usually in the kitchen.

If you are not getting any hot water and have a top-up gas supply, check you have credit. If you do not, this will cut off the gas supply. If this is not the cause then check the boiler is turned on at the switch. The switch is usually below or next to your boiler. If you have power to the rest of your home but the boiler still doesn’t work, try replacing the fuse in the switch. This should be done with a fuse of the same rating and make sure you turn the switch off when changing the fuse. If you have done this and the boiler still doesn’t work, contact L&Q Direct.

Limescale

Much of the UK has hard water. To avoid the build up of white deposits of limescale try using a special remover liquid on things such as shower heads or screens, kitchen sinks and draining boards.

You can use less soap in a washing machine if you add some water softener. Ask a hardware shop for this.

Tanks and cylinders

If you have one, check the hot water cylinder from time to time to ensure that the lagging (insulation) is in place and that everything looks okay. Some are covered with insulating foam and do not have lagging. Hot water cylinders can usually be found in the airing cupboard. The cold water storage tank in houses is usually in the loft. You should take care in loft spaces so that you do not cause damage to the ceilings in rooms below.

Water

• Know where your stopcock;

• Turn the stopcock off an on a few times each year so it doesn’t seize up; and • In the event of a leak, turn your water

supply off at the stopcock and then turn on all taps to remove any remaining water from the pipes. Then contact L&Q Direct to report the leak.

Do...

• Insulate external taps by wrapping them in insulating cover; – these can be bought at DIY stores;

• Turn your cold taps on for ten seconds every day to keep the water in the main pipes moving; and

• If you are going away, turn off the water supply at the stopcock and drain the hot and cold water system by turning on the taps. You can also leave the heating on very low to maintain a constant balance of warmth in the property.

Do...

• Force the stopcock if it is difficult to turn. Contact L&Q Direct if you are having problems with this.

• Try to thaw pipes with boiling water or a flame as this will cause them to burst.

Gate valve Lagging Immersion heater (Clockwise) (Clockwise) (Anti-clockwise) (Anti-clockwise) Hot water temperature control Hot water

cylinder Rising main

(cold water supply) Overflow

Ball valve

Gate valve

Don’t...

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Radiators

If the top part of a radiator is cold, this is because air is trapped and has stopped hot water from filling the radiator. Bleeding the radiator releases the air and can be done with a cheap tool called a bleed key (available from DIY stores) and a cloth.

Thermostats

A thermostat measures temperature in a room and is usually found in the hallway or living room. For a comfortable room temperature, thermostats are usually set between 18°C and 22°C. If the temperature goes above the programmed setting, the thermostat stops the system from heating until the temperature falls back to below the programmed setting. To increase the temperature, set the dial by turning it to the required temperature. Or if you have a digital thermostat, press the ‘+’ button until you reach the right temperature.

Electric storage heaters

Energy companies supply power to electric storage heaters overnight. The power heats bricks within the heater and stores this up. The heater is controlled by an input and output dial. Setting the input dial at the maximum will allow the heater to store as much heat as possible. The output dial regulates the heat escape from the heated bricks. Putting this on high will heat the area quickly but will also use the heat supply quickly, whereas a lower setting will release heat more slowly but will conserve the energy supply.

During extreme weather conditions and winter months, it may seem that the heaters are not effective. This will usually indicate that the input and output dials need adjusting to release enough heat.

If you have storage heaters within your home, do not cover them or place furniture, such as sofas, too close to them. Blocking the heaters can cause them to overheat and cut out which requires an engineer to fix the issue. Rapid overheating by lack of ventilation to the heater can also cause a fire hazard.

Programmers

The programmer is usually found near the boiler and it switches the hot water and central heating on and off. It is usually fitted with a timer so you can set when the heating and hot water comes on and off. Sometimes there is also an ‘override’ button that will turn on the heating/ hot water even if it has not been programmed to come on at that time normally.

Heating

15 10 5 0 20 25 30 35 • Turn off the heating system; • Place the bleed key into the bleeding valve – this is the small square nut at the top end of the radiator;

• Hold the cloth below the key to collect any excess water;

• Slowly turn the key anti-clockwise until you hear a ‘hissing sound’ – this is the air being released;

• When water starts to come through, turn the key back clockwise to shut the valve off; and • With some types of boiler you may have

to top up any lost water. This may require the assistance from L&Q.

Do...

• Unscrew the valve completely as the plug will come right out; or

• Leave the valve unscrewed as water will continue to come out of the radiator.

Never put anything

on a storage heater!

Radiator bleed

valve

Radiator valve can be opened to increase the heat of the radiator Room thermostat

Don’t...

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Blocked sinks

Usually blocked sinks and baths happen because items have gone down them and caused the blockage.

If there is a blockage to a bathroom sink and bath at the same time, it could be that there is an external blockage. You will need to report this to L&Q Direct.

Blocked toilets

Sometimes items that get flushed down a toilet can cause blockages.

If we have to unblock a toilet because you have caused a blockage, you may be charged for this.

Unblocking sinks

Use a plunger which can be brought from DIY stores or supermarkets. To use a plunger:

• If the sink has a pop up plug, remove it. Some pop up plugs can just be pulled out and others may need to be unscrewed; • Fill the sink with enough water to cover the

rubber part of the plunger; • Cover the overflow with a cloth;

• Place the plunger over the plug hole and pump it up and down rapidly about ten times; and • Remove the plunger and see whether the

water drains away. If not, try again.

After the blockage, it is a good idea to clean out the trap

(the u-bend under the sink). This is a piece of plumbing that retains a small amount of water,

creating a seal to prevent sewer gas from reaching the property. To clean a trap:

• Make sure the taps are turned off first and then put a bucket or washing up bowl underneath to collect any water; and

• Once cleaned out, replace the trap and make sure it is screwed back tightly.

Unblocking toilets

If the toilet is not overflowing and just draining slowly you may be able to unblock it by pouring a few buckets of water down the pan. Or you could use a chemical cleaner for dissolving too much toilet tissue (always wear rubber gloves and read the instructions carefully). If this does not work:

• Do not keep using the toilet, and avoid flushing it;

• Remove as much water from the pan as possible;

• Use a toilet plunger in the same way as a sink plunger (explained on page 14) to try to shift the blockage – toilet plungers are similar to sink plungers but are shaped to fit a toilet pan; and • Flush the toilet to see if the blockage is gone

and repeat if necessary.

Toilets

• Keep a strainer in your kitchen sink to prevent food going down the drain. • Scrape plates thoroughly before washing

them up.

• Use adequate soaps and detergents to break down the oil and fat used in cooking. • Collect cooled used cooking oil and fat

into a container, and discard it in the bin (not the drain); and

• Keep drains clear by using hot water and soda crystals.

• Make sure that any fresheners attached to the rim of the toilet basin are fastened securely so they do not fall down the toilet pan.

Do...

• Allow food, oil and fat to go down the sink. • Allow any foreign objects such as hair

grips or cotton buds to go down the bathroom sink or bath. These will quickly collect other debris such as hair and cause a blockage.

• Put too much tissue down the toilet; or • Put items such as

nappies, sanitary towels, baby wipes or cotton wool down the toilet.

Lid Ball valve float

Water supply Cistern flush handle Pipe to cistern Soil pipe Fixing screws Pan Seat U-bend Pipe to overflow

Sinks

and

wastes

Splashback tiles Wash basin stand Sink strainer

Don’t...

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Draughts and heat loss

You can reduce drafts and heat loss from doors and windows with simple measures.

If you are concerned about heat loss, L&Q’s energy team, L&Q Energy, may be able to help. L&Q Energy offer advice on current government schemes, power supplier schemes and general advice on power conservation. Contact L&Q Direct for more information

Locks

If you door lock is difficult to operate there are some things you could try to make it work again.

Doors

and

windows

• Carefully coat your door key with a recommended lubricant from a locksmith or hardware shop. This could loosen some of the parts of the lock to get it working again.

Do...

• Place a draught excluder around doors and windows; • Place a flap over the letter box; and • Close curtains and shades at night to

protect against cold draughts.

Do...

• Leave internal doors open, especially when the outside doors are open.

Preventing condensation

Everyday activities such as cooking, washing and bathing can cause condensation. This is where moisture in the air makes contact with a cold surface, such as a window, and condenses leaving water droplets on the cold surface. If this happens on a regular basis, a fungus called ‘black mould’ can form on walls, ceilings, clothes and furniture. As well as affecting plasterwork and rotting window frames, black mould can affect your health if not treated. To prevent condensation and mould you should maintain a constant balance of warmth and ventilation in your home:

Treating condensation and mould

Mould can be treated very easily:

• Wipe off as much of the mould as you can using a fungicidal wash, following the instructions carefully. This can be bought at most supermarkets and hardware stores; • Dry-clean mildewed clothes and

shampoo carpets;

• Do not use a vacuum cleaner or dry brush as this can release the mould spores into the air; and

• Repaint using a fungicidal paint and dry any wet surfaces, such as windows and windowsills daily to help prevent mould coming back.

Condensation

• Dry washing outdoors or in the bathroom, with the door closed and a window open or an extractor fan running;

• Cover pots and pans when cooking, and switch the kettle off as soon as it starts to boil;

• Vent tumble dryers outside;

• Use extractor fans where you have them; • Open windows when you are using a room; • Keep trickle vents open (these are

a very small opening in a window that allows ventilation);

• When having a bath, fill it with cold water and then hot to avoid too much steam; and • Insulate and draught proof your home.

This will keep your home warmer meaning condensation is less likely to form and you will also cut fuel bills.

Do...

Hinges (Hidden) Friction stay Cockspur (side handle) Lock (replacement is rechargeable)

Don’t...

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• Test your smoke alarm once a week by pressing the test button until the alarm sounds;

• Change the battery once a year (unless it’s a five or ten-year model);

• Open the case twice a year and gently blow inside to remove dust from the sensors. Vacuum through the holes if it is one that doesn’t open; and

• After ten years it’s best to get a new alarm.

Do...

• Take care when cooking with oil and fat as it can set on fire very easily if it becomes too hot;

• Check that everything is safe before you go to bed. For example, make sure the cooker is turned off and that candles and cigarettes are put out properly;

• Buy furniture that has fire resistant labels; • Keep matches and lighters out of the

reach of children; and

• Put candles in a secure holder and away from materials that may catch fire, such as curtains.

Do...

• Cover up your smoke alarm; • Remove your smoke alarm; • Remove the batteries from your smoke alarm; and • Fit your smoke alarm in or near to the kitchen, bathroom or garage. These are places that can set it off accidentally due to everyday activities that cause smoke, steam or fumes.

• Overload plug sockets (see page 8 for more information on electrical safety): or • Smoke in bed or in other areas where you

may fall asleep.

Preventing a fire

Smoke alarms

Smoke alarms are fitted to ceilings to detect fire and provide a warning alarm. They can give you precious time to escape the fire. If you don’t already have a smoke alarm you should fit one on every level of your home (you can get them from DIY stores).

Fire

safety

Changing batteries

on a smoke detector

If your smoke alarm is not working or bleeps on a regular basis, you may need to change the battery. Always replace the battery promptly.

Battery operated smoke alarm

Mains operated smoke alarm with battery backup

Don’t...

In the event of a fire...

It is advisable that you and your family understand your escape route and you have a plan should a fire break out.

If a fire starts:

• Do not tackle the fire yourself; • Get everyone out of the property; • Do not try to rescue possessions; • Keep down low if there is smoke

in the room;

• Call 999 and ask for the fire service; • If you live in a block with a communal area,

check the evacuation policy (near the front door). You may be required to stay in your property if the fire is not in your home.

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Preventing pests

Pests such as rats, mice, ants, cockroaches, bed bugs and fleas are attracted to homes because of the supply of food, water, warmth and shelter. They can cause a nuisance, damage property and be a health and safety risk. Pests are your responsibility to get rid of, but here are some tips to prevent them entering your home.

Getting rid of pests

Some things that can help resolve pest problems include:

• Contacting the Environmental Health department of your local authority. Some services are provided free of charge or at a discounted rate to families on benefits; and • Use remedies that you can buy from a local

DIY store (eg flea and ant powders, mouse traps or poison).

Where we may help with pests

We may deal with a pest problem if it is cockroaches, squirrels or rat infestations inside the property, or if there are mice and more than one property is affected. We will also deal with it if:

• Remedial action you have taken has not worked because the infestation affects several properties;

• You suffer severe financial hardship that makes it difficult to afford the cost of remedial action; or

• You are not capable of taking remedial action (eg infirm or vulnerable).

Sharing space

Communal areas include entrances, stairwells, corridors, landings, lifts, balconies, bin areas and washing and drying areas. These spaces are shared with other residents and there are a number of things you should do to make sure they are kept in good order.

If you have a garden

If you have your own garden or outside space you are responsible for its upkeep.

Communal

areas

Gardens

• Keep all communal areas clean, clear of rubbish and free from obstructions; and • Place all refuse in appropriate bin

bags and dispose of them in chutes, containers or communal bin areas used for this purpose.

• Keep the garden tidy and free of rubbish; • Cut the grass regularly in summer; and • Keep hedges around the garden

maintained to a reasonable height and condition and not obstructing footpaths.

Do...

• Keep personal belongings and rubbish in communal areas; • Block corridors, staircases, balconies or lifts; or • Store any vehicles powered by petrol, diesel or paraffin in shared areas such as hallways.

• Erect a shed, garage or greenhouse without our permission;

• Remove, alter or replace hedges, fences, walls or trees without our permission; • Dig in the garden to a depth of more than

0.5 metres without our permission; and • Store rubbish, furniture or appliances in

the garden.

Pests

• Dispose of rubbish properly, placing it in containers with secure lids; • Keep any stored food in airtight containers; • Keep kitchen work surfaces and cupboards clean; • Vacuum floors right up to the skirting boards; • Treat pets with a flea prevention product; and • Remove sources of water that could attract pests.

Do...

• Allow the garden to become untidy or leave unwanted rubbish outside; or • Leave pet food out overnight.

Don’t...

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Home

improvements

Know your homeYour repairs and maintenance guide

Carrying out home improvements

Many residents like to make improvements to their home, such as fitting a new kitchen or bathroom, installing double-glazing or loft insulation. To do this you must first get L&Q’s permission and ensure the work is carried out by a qualified contractor.

You will

not be able

to make

home improvements if you:

• Are

an assured shorthold

tenant;

• Are

under a possession order; or

• Owe

any money to L&Q.

How to ask for permission

You can ask for permission by requesting the Altering Your Home leaflet from L&Q Direct or your Neighbourhood Services Officer. This contains an application form.

Compensation for improvements

As long as permission was given, you may be able to receive compensation for certain qualifying improvements when you leave.

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Why have contents insurance?

Contents insurance covers your personal belongings against loss or damage caused by fire, theft, vandalism, escape of water and certain other specified events. You are responsible for arranging your own contents insurance as L&Q do not insure your possessions.

This is not the same as buildings insurance, which L&Q, as your landlord, is responsible for. This insures against damage to the structure of the property and does not cover any of your possessions.

It is advisable to get contents insurance as unexpected incidents can happen. Having insurance will minimise the cost that you could face if things go wrong.

Getting contents insurance

To help you, L&Q has negotiated a special discounted insurance policy, exclusive to L&Q residents. This has premiums substantially lower than normal market rates. The policy offers new-for-old cover and a range of premium payment options, including paying fortnightly by swipe card. For further information or to apply for cover please contact L&Q’s Insurance team:

0800 015 6536

One Kings Hall Mews Lewisham London SE13 5JQ

insurance@lqgroup.org.uk

If you make your own private arrangements, it is important that you make it clear that you are a tenant living in rented accommodation when purchasing cover. This is to ensure that you are also offered cover for any fixtures and fittings that you are responsible for (eg laminate/wood flooring or kitchens installed by you).

insurance

Contents insurance covers your personal

belongings against loss or damage caused

by fire, theft, vandalism, escape of water

and certain other specified events.

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How to

report a repair

To report a repair that L&Q is

responsible for, contact L&Q

Direct on:

0800 015 6536

or

020 8045 4011

which may

be cheaper from mobile phones

You can report repairs online at

Telephone lines are open 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays. Outside of these hours, an emergency-only service operates.

Our response times

• Where the defect presents an immediate danger to the occupant or members of the general public (eg loose or falling brickwork, tiles, gas leaks or electrical faults likely to cause shock or fire); • Where further damage will be caused to

the property if the repair is delayed and/ or it presents a health hazard (eg burst pipes, severe roof damage, drainage problems causing waste water to back up or flood entrance paths); and • You are required to provide access

at any time of day.

• For all essential routine repairs not in category 1 or 2; and

• You will be given the choice of an am or pm appointment within the next 20 working days.

• Where the fault causes considerable inconvenience or risk to the occupants (eg loose or damaged stair tread or hand rails, defective multi-point or central heating boilers or the loss of staircase lighting); • Where there are minor structural faults

that are likely to create further damage in the short term (eg missing or slipped slates, dripping pipes or waste, front entrance or fire doors needing easing and adjusting); and

• You will be given the choice of an am or pm appointment within the next five working days.

• For repairs that are classed as either major or miscellaneous and have a threshold completion of 40 working days. Examples include damp proof works, or works that require scheduled planning.