Repairs Policy 2016 by Bassetlaw

Repairs Policy 2016

Contents Introduction 4 Aims and Objectives

Scope 6 External Agencies

Reporting Repairs

Repair Categories

Tenants â&#x20AC;&#x2DC;Right to Repairâ&#x20AC;&#x2122;

Vulnerable Tenants

Mutual Exchange

Compensation 19

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Repairs by Category

Standard Charges

Tenant Responsibilities

Tenant Improvements

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Introduction

Aims and Objectives

This document sets out in detail A1 Housing’s policy for the delivery of a high quality and value for money repairs service.

The success of this policy is determined through the application of A1 Housing’s four main aims, which are to:

It covers all areas with respect to the repair and maintenance of Bassetlaw District Council’s housing stock (excluding void properties).

• Provide quality homes and neighbourhoods to increase the supply, standards and affordability of housing in Bassetlaw.

The development of this policy was undertaken in consultation with tenant representatives of the A1 Housing One Hundred Club, Be Heard from Home group, and all other stakeholders with an interest in the delivery of the repairs service.

• Work closely with partners, tenants and local communities to meet local challenges and adapt to changing circumstances.

This document has been written to work in conjunction with the Tenancy Agreement.

• Be an organisation that is well run, open and transparent to ensure the continuing confidence of our tenants and our long term future.

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• Support local growth and improve living standards through our position in the local economy.

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Scope

External Agencies

To ensure all properties in the ownership of Bassetlaw District Council are:

A1 Housing may also manage properties owned by other social landlords and private landlords.

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Well maintained Kept in a structurally sound condition Warm and dry Meeting all legal requirements Complying with obligations outlined in the tenancy agreement

Repairs to these properties shall be carried out in accordance with the specific particulars of the signed agreement with the Landlord.

This policy only applies to tenanted properties and does not include any that are void. Repairs to void properties are covered separately within our lettable standard. This policy covers A1 Housing and tenant responsibility for the completion of repairs in the following areas: • • • • • • • • 6

Emergency repairs Urgent repairs Non urgent repairs Planned repairs Major programmed works Out of hours repairs Tenant responsibility Rechargeable repairs

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Reporting Repairs To report repairs, customers should call A1 Housingâ&#x20AC;&#x2122;s Contact Centre on 0800 590 542 between 8am and 5pm, Monday to Friday. The same number is also used to report emergency repairs outside of these hours. Non-urgent repairs can be reported online or by texting 07860 021511. Once a repair has been reported, appointments are offered on a morning or afternoon basis. Time slots are also available between 9.30am and 2.30pm to avoid the school run. Out of hours appointments can be offered on a weekday evening (last appointment being 6.30pm) or on a Saturday morning (last appointment being 10.30am). Where a customer fails to provide access on the appointed date and time, a cancellation card will be left giving the date, time, the reason why the repairs operative could not access the property, and what to do to re-arrange the appointment. This will also be followed up with an acknowledgement letter.

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Repair Categories

Emergency (E) - Same Working Day Response

Urgent Response (UR)

Where a situation poses a danger to either the occupants or public, or if left unattended could cause serious damage to the building, a same working day response will be initiated.

These are works that need to be carried out quickly in order to overcome serious inconvenience and damage to the property. Our target is to complete all urgent repairs within three working days of acknowledgement of the repair by our Repairs Contact Centre.

This may involve either making the situation safe or carrying out a repair. However, a judgement will be made after assessing the circumstances at the time of the visit. Our target is to complete all emergency repairs within four hours of acknowledgement of the repair by our Repairs Contact Centre. Very Urgent Response (VU) Where there is a risk to health and safety (but no immediate danger to the occupants, public or property) our target is to complete all very urgent repairs within one working day of acknowledgement of the repair by our Repairs Contact Centre.

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Non Urgent (R15) These are non-urgent repairs that will not cause damage to the property. Some of these repairs may require items to be measured and materials ordered. Our target is to complete all non-urgent repairs within 15 working days of acknowledgement of the repair by our Repairs Contact Centre. Planned (R3) This category is for individual items which through assessment have been identified as a risk to Health and Safety or Security if not repaired or replaced in the short term. Usually of a higher cost and in many cases requiring specialist contractors or materials to be manufactured, these works require planning. Our target is to complete all planned repairs within 13 weeks of acknowledgement of the repair. tel: 0800 590 542 | 11

Repair Categories

Tenant’s ‘Right to Repair’

Major Programmed (CP)

The ‘Right to Repair’ scheme covers small urgent repairs costing a maximum of £250 where, if not attended to within agreed timescale, could put at risk the security or health and safety of the tenant.

This category is for replacement of larger items that are of a non-urgent nature and pose no short term health and safety or security concerns. Through planning into areas and batching items of similar works together, greater value for money and use of resources can be achieved. Our target is to complete all Major Programmed works within 52 weeks.

How long do repairs take under the scheme? This depends on the urgency of the repair, however, times are set by law and not by A1 Housing. All work has to be carried out within one, three or seven working days. Repairs should be carried out within one working day if: • You have no water or electricity • You have no gas, or the supply is reduced • Windows or doors are not secure (e.g. following a burglary) • There is a leak from a pipe, tank or cistern • The flue to an open fire or boiler is blocked • The heating or hot water is not working between 30th September and 30th April • The sewage drain or soil stack is blocked (or you only have one toilet and it cannot be flushed) • Electrical lighting or other fittings are unsafe

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Tenant’s ‘Right to Repair’

Repairs should be carried out within three working days if:

What if I’m not at home when the contractor arrives?

• There is a partial loss of water or electricity • The heating or hot water is not working between 30th April and 30th September • A sink bath or basin is blocked • A tap cannot be turned • You have a loose banister or handrail, or rotten wood on the floor or stair treads Repairs should be carried out within seven working days if: • The roof is leaking • A door entry phone is not working • An extractor fan is broken When you report a qualifying repair, A1 Housing will: • Tell you how long it should take to fix the problem • Explain your rights under the right to repair scheme • Give you the contact details of the in-house team who will complete the repair

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If you are not home at the arranged time to let in the in-house team in, the repair work will be cancelled and you will need to start the procedure again. What if the repairs are not done in time? If the in-house team does not turn up to complete the work by the last day of the agreed time limit, please call A1 Housing who will arrange for another approved contractor to complete the work. As a tenant you are not permitted to use a contractor who is not approved by A1 Housing. Am I entitled to compensation for any delays? If the second contractor does not complete the repairs by the agreed time limit, you will normally be entitled to £10 in compensation. For every extra day you wait, you will get another £2, up to a maximum of £50. If you have any rent arrears, the amount will be deducted from your arrears rather than being paid directly to you.

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Vulnerable Tenants

A1 Housing ensures equality of access for all its tenants, especially those tenants who are at most risk (vulnerable) due to their or their household’s circumstances.

In certain instances and in accordance with individual or group needs, A1 Housing may:

For the application of this policy the following definition of vulnerable will be applied, should any tenant require repair works carrying out outside the normal category time targets or should A1 Housing waive any charges should the works be of a rechargeable nature. “An individual or household experiencing difficulties with everyday living on account of financial, educational, health, employment, learning, language, behavioural, family, social or other circumstances, issues or any combination of these while lacking abilities and/or resources to cope with these difficulties.”

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• Routinely adjust the urgency of a repair to the needs of particular user groups and individual customers if health and safety or security is an issue. • Provide appropriate assistance or guidance for customers in carrying out repairs that are the customer’s responsibility. • Ensure that the Tenant Liaison Officer (TLO) is present when repairs are carried out, where this is necessary. • Provide appropriate assistance for customers in carrying out repairs that are of a rechargeable nature.

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Mutual Exchange

Compensation

Before any exchange takes place the Housing Officer will visit the property to check for any repairs that are the tenant’s responsibility.

A1 Housing tenants may receive compensation, regardless of whether they are introductory or secure tenants. In some cases Leaseholders may also be entitled to compensation.

Any identified repairs that are the tenant’s responsibility must be completed by the tenant before the exchange is granted.

In some cases compensation may be offset against rent arrears or be paid in the form of decoration or Love2Shop vouchers. Compensation may be paid in the following circumstances:

Both Gas and Electric checks, where applicable will be carried out. Any faults identified during these checks and giving concern on health and safety grounds will be repaired by A1 Housing. However, if they are found to be through tenant abuse, this will activate a recharge which must be paid by the outgoing tenant. Properties are accepted as seen. Any large scale works such as full kitchen and bathroom replacements will not be completed following a mutual exchange. Responsive repairs will be carried out using normal processes as outlined in this policy.

• Failure to complete works within the right to repair criteria • Service failure • Disturbance allowance • Improvement works Please note that A1 Housing will not pay for damage caused in the following circumstances: • Unavoidable disturbance to decoration while undertaking emergency or responsive repairs. • Damage caused by lifting floor coverings, e.g. laminate, linoleum or foam-backed carpets. A1 Housing cannot be held responsible for the replacement of tenants’ personal belongings and furnishings. Tenants must ensure they have adequate contents insurance. For more information, please see A1 Housing’s Policy for Compensation and Disturbance.

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Repairs by category Emergency - To be repaired within four hours of report (Repairs in yellow fall within the ‘Right to Repair’ scheme.)

• Cistern leak • Door (boarding up of door) • Drain ‘foul drain’ (where there is no other working WC in the dwelling) • Electrical fitting unsafe. Includes for any electrical fitting e.g. sockets, light fitting or switch, fused spur • External door insecure – including communal areas • Flue blocked to heating appliance or open fire • Gas leak – Phone TRANSCO on 0800 111 999 immediately then; • Open all doors and windows to ventilate the property • Do not turn on/off any electrical switches • Extinguish all naked flames, do not smoke, strike matches or do anything which could cause ignition • If there are any electrical security entry phones/ locks, please open door manually • Vacate the property • Light (no light to stairs, WC, kitchen, bathroom or communal stairwells) • Lock (Insecure. Only where the door cannot be locked from the inside and there is no lockable second entrance)

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Repairs by category • Pipe leak • Power (total loss of electrical power to any or all circuits) • Roof leak - make safe only (for health and safety reasons, where bad weather prevents access to the roof to carry out a repair then the surrounding area at ground level will be cordoned off until conditions ease. Where future renewal is identified following make safe, this will be referred to the 13 week ‘Planned’ category to allow arrangements for scaffold, planning in of works etc.) • Smoke detectors (repair or replace as necessary) hard wired only. Battery type detectors are tenant’s own responsibility • Soil-stack (blocked only where there is no second working WC in dwelling) • Tank leak • Water supply (total loss; does not include internal pipes freezing, excludes solid fuel heating systems) • WC not flushing (only if there is no second working WC in dwelling) • Window insecure (any level) • Window (boarding up of window, ground floor only) • Wires (where not insulated; damaged; broken)

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Repairs by category

Very Urgent - To be repaired within one working day • Bath leak (if the leak only occurs whilst showering and the bath can be used independently for bathing, this is not clseed as Very Urgent) • Bannister, grab rail or handrail where health and safety concern –otherwise 3 working day repair (resecure loose banister, handrail or grab rail internally or externally) • Boiler (back boiler leak, containable) • Brickwork unsafe (make safe only). Where there is a danger of injury or damage to property if not made safe. Once deemed to be safe any future works identified unless for health and safety reasons will be assessed for completion on 13 week category. • Cooker (Gas) if unsafe or not working at all (Sheltered Schemes only) • Cylinder (leaking hot water cylinder) • Fire appliance (glass only) • Flood (damage caused by flooding – make safe only) • Fumes (fumes, smoke, gas or solid-fuel boiler) • Fuse (main) consumer unit. (Tenant to be advised to check trips first. reference repairs handbook) • Gale (damage caused by gales – make safe only). Once deemed to be safe any future works identified unless for 22

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• • • • • • •

•

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health and safety reasons will be assessed and referred to either the 13 week category or annual major category. Garage door insecure (make safe only). Applies only if a vehicle is kept in the garage. Not for storage purposes. Heating (total or partial loss of space or water heating between 1st November and 30th April). Key (lost) if only means of entry and locked out (recharge all category of tenants) Lift (not working, make safe only) Manhole cover (repair or replace broken cover where A1 Housing responsibility only) Overflow (at any time if uncontainable) Paved concreted / tarmac areas deemed dangerous if left unattended (main access route to entrance doors only). Where the tenant has created their own paved, concrete or tarmacadam area then this will be their own responsibility to make safe and repair. Pipes (leaking supply or heating pipes that cannot be isolated or controlled. Heating pipe work: make safe if uncontainable leak; 15-working days if renewal required) Radiator leak (if uncontainable make safe; 15-working days allowed if renewal required) Stair tread (replace rotten stair tread to tenanted property or Communal Stairwell) Stop tap (leak, if uncontainable; if dripping and tel: 0800 590 542 | 23

Repairs by category containable 15-working days allowed) • Valve leak (make safe, if uncontainable; if renewal required 15-working days allowed) • WC cistern leak (uncontainable only) • WC pan leak Urgent Response - To be repaired within three working days • Bannister, grab rail or handrail (re-secure loose banister, handrail or grab rail internally or externally) • Cylinder (renewal) • Door entry system (communal) not working • Power (partial loss of power to electrical circuit) • Fan (repair mechanical extractor fan in bathroom or kitchen). Does not include external grill as this does not affect the usability of the fan. • Feed tank (renewal) • Fire parts: grates, bricks fire-backs etc. (3-working days for medical reason only, otherwise 15-working days) • Floorboard (replacement of rotten floorboard) • Flooring (replacement of unsafe timber flooring) • Gate - Where access for public right of way or open space (repair if possible otherwise make safe) • Heating (total or partial loss of heating space or water between 1st May and 31st October) 24

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Repairs by category • Pump (heating pump renewal) • Soakaway unblock – where causing ingress of water to property • Stop tap broken or will not operate (between 1st May and 31st October) • Tap (repair or replacement of taps that cannot be turned on or off) • Waste blocked (bath / sink unit / washbasin / shower) • Water (partial loss of supply) • WC blocked (when other working WC in property)

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Repairs by category Non Urgent – To be repaired within 15 working days • Bath (repair or renew) • Brickwork (repointing, isolated areas only [less than 2 square metres], otherwise 13-weeks) • Chimney-stack (repair following make safe, weather conditions permitting) • Cooker repair gas-electric replacement or repair (Sheltered Schemes only, repairs not to exceed £50) *Refer to information on cooker/refrigeration responsibility • Fire parts: grates, glasses, bricks fire-backs etc. (If medical reason 3 working days) • Gulley (unblock - tenant responsible for keeping gulley grate clear of leaves and debris) • Gulley grates (renewal) • Heating (space or water partial loss with alternate supply between 30th April - 1st November) • Heating system (repair where system can still be used or there is other means of heating or hot water) • Immersion heater (repair where there is a secondary form of heating the water) • Leak (investigate underground leak and make temporary repair, where A1 Housing responsibility only) • Light (repair/renewal of bulkhead / security light to exterior of property) 26

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Repairs by category • Overflow (if containable) • Pipe work renewal (following make safe) • Programmer (renewal of heating programmer) where system is working • Radiator renewal (after possible make safe) • Refrigerator repair (or in sheltered scheme only, replacement) *see note • Re-glazing (cracked window or door caused through vandalism. Work will only commence once a police crime number has been provided specific to the repair. All other occasions will be recharged.) • Shower (repair or renewal) • Soakaway – unblock where no water ingress to property • Soil stack (leak where other WC available) • Soil stack (renewal if health and safety hazard) • Stop tap (renewal/leak) • Valve renewal (following make safe to leak) • WC cistern (re-fix) • WC door will not close or stay closed • WC flush (repair when other working WC) • WC flush pipe (repair of leak) • WC pan (re-fix loose WC pan) • Tap (re-washer) • TV points (Sheltered Schemes and communal areas only). Does not include repairs to aerial. tel: 0800 590 542 | 27

Repairs by category • • • • • • • •

• • •

• • • • • •

Repairs by category

Chimney pot or cowl (re-fix) Clothes post (re-fix or renew existing only) Coalbunker (repair or renew existing only) Door (external repair) Fan (renewal of extractor fan to kitchen or bathroom) Fan (repair or replace external grill only) Fireplace surround & hearth (repair or replacement) Floor tiles (repair or replacement where no health and safety risk – only if supplied by Bassetlaw District Council or A1 Housing) Flooring (repair or replacement where no health and safety risk) Garage door (repair) Garage roof (repair). Only where health and safety concern, otherwise work will be carried out on the 13 week category Gutter and downpipes (repair or re-fix [renewal 1st November – 30th April]) Immersion heater (where alternative form of heating water available) Kitchen unit (repair) Lock (outbuilding renewal) Pipe-boxing (repair or renewal) Rendering (repair or renewal to isolated patches only, otherwise 13-weeks)

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Repairs by category • Roof tile (renewal or re-fix any type) where there is no ingress of water to the property, then works will be completed as a 13 week repair • Sill (repair where window secure) where there is no danger to health and safety, then works will be completed as a 13 week repair • Sink (repair or replacement of sink waste, fittings or brackets) • Sink unit top (re-fix) • Skirting board (re-fix or renewal) • Stair tread (replacement where no health and safety hazard) • Tap (repair. does not include mixer taps fitted by tenant) • Tile (see floor tile, roof tile, sill tile, wall tile) • Wall tile (re-fix or renewal, including splash-back tiles) • Wash-basin (re-fix or renewal) • WC cistern (renewal) • WC handle (loose [excludes pull chains and cords to high-level cisterns]) • WC pan (renewal) • WC seat (re-fix or renewal [only where tenant is senior citizen or vulnerable]) • Window (repair where window secure) • Worktop (renewal for health and safety reasons)

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Repairs by category *Cookers - Where Bassetlaw District Council has provided a cooker or refrigerator in a property, which is not part of a Sheltered Scheme, the cooker shall be repaired until it is no longer economical to do so (where the cost of the repair will exceed £50). In such cases a tenant may take over ownership of the cooker by signing the relevant document provided by A1 Housing. The tenant shall agree to be responsible for arranging the future maintenance of the cooker. In Sheltered Schemes (warden controlled) cookers shall, where necessary be replaced by A1 Housing. (Sheltered Schemes comprise of individual flats within a communal building, which has a dedicated warden on site.) *Note: A warden-controlled bungalow is not a sheltered scheme property. Planned Repairs – To be repaired within 13 weeks • Brickwork (repointing, major areas only [above 2 square metres], isolated areas 15-days) • Bricks (replacement of missing bricks) • Canopy (repair to concrete canopy / porch where not erected by tenant) tel: 0800 590 542 | 31

Repairs by category • Damp (investigate mould or damp and complete minor works as necessary) Please note; Where major works are identified to eradicate damp in a property, for example a full new damp course and remedial works are required, then these works will be placed in the annual CP Major Works programme for completion. Tenants will be advised when the property is assessed by a technical officer. • Door (external [renewal for reasons of health and safety or security only). If the door is assessed as non-urgent then it will be placed on the annual CP programme of works. • Fencing – (repair or replace). Repair where possible. However, to meet our commitment in maintaining Decent Neighbourhoods and where an existing fence cannot be economically repaired, any replacement will be in timber, where possible, to match what is already in situ, otherwise in timber fence panel and posts. Please note; where replacement is identified but there is no health and safety risk then works will be completed on the CP Annual Major programed works. • Floor (renewal of solid or timber floor) where no health and safety issue. • Gates wooden / metal (repair or renewal). Renewal only if a health and safety risk is identified, otherwise annual CP programme • Gutter (repairs, renewal and clean out gutters). Only if 32

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Repairs by category

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• •

• • • • •

causing damage to property, otherwise will be carried out on the annual CP programme. Kitchen unit (renewal up to a maximum of two units [not including sink unit / worktop] for health and safety reasons only otherwise major improvements) Paved areas (repairs or renewal to paved areas, where no health and safety risk). Where the tenant has created their own paved, concrete or tarmacadam area then this will be their own responsibility. Plaster (walls and ceilings. Only cracks above 6mm and holes above 25mm. Less than this is tenant’s responsibility) Porch (Only where specifically erected by A1 Housing, or where the porch was built as part of the main dwelling’s original structure. Any structure which falls outside of this description is the tenant’s own responsibility to maintain.) Soakaway – renew Sewer (alterations following make safe) Sill tile (replacement of damaged or missing tiles) Sink unit (repair or renewal for reasons of health and safety) Walling (repair or rebuild large sections of walling). Only where there is a health and safety issue if not attended to otherwise works will be completed as part of the annual CP programme.

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Repairs by category Major Programmed Works (CP) – Annual

Out of Hours – within 2 hours

This category is for annual programmed and planned maintenance, large or other specialist works including;

Where a situation outside of normal working hours poses a health and safety or security risk or danger to either the occupants or public, or if left unattended could cause serious damage to the building, an out of hours response will be initiated. This may involve either making the situation safe or carrying out a repair. However, a judgement will be made after assessing the circumstances at the time of the visit.

• Yearly servicing of heating appliances • Maintenance to communal areas - where there is no health and safety issue. Please note; where there is a health and safety concern then repairs will be completed as per the relevant category previously given. • Major damp proofing and remedial works programme • Annual servicing of hard wired smoke alarms • Electrical testing • Batched programmes of work including replacement of; External doors, Windows, Fencing, Gutters, Fascia’s and soffit, Roof works, Walling • Any other specialist works of a non-urgent nature

Repairs by category

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The target response time is within 2 hours of acknowledgement of the repair by our Out of Hours Repairs Contact Centre. • Cistern leak (uncontainable, make safe only) • Door external insecure (where there are 2 doors to the property and the door reported can be locked from the inside, this will be classes as secure and will not be attended to out of hours) • Door external (board-up [possible recharge] if the glass door panel is double glazed and only the outer glass panel is damaged, this is not classed as an emergency) • Drain (blocked foul drain) • Electrics (bare wires) tel: 0800 590 542 | 35

Repairs by category • • • • • • • • • •

• • •

Flue (blocked flue, make safe only) Gas leak (possible referral to TRANSCO) Heating (total loss of heating) Heating (partial loss of heating 1st November – 30th April) Light not working (light in Bathroom, WC, stairs and communal areas) Power (total loss of electrical power) Roof leak (make safe only) – weather permitting Tank leak (make safe only) Water (total loss of water, if required for medical reason and if only tap for drinking water affected only) Window (board-up, [possible recharge] if the unit is double glazed and only the outer glass panel is damaged, this is not classed as an emergency) Window (insecure, ground floor only) WC – blocked if only one in property WC – not flushing if only one in property

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Charges Standard Charge for Misuse of Emergency and Out of Hours Services A standard charge of £50 shall be levied against any tenant should A1 Housing Bassetlaw Limited attend an emergency repair within normal working hours, or outside normal working hours (via the out of hours emergency service), where a tenant has requested this and the works are subsequently identified as being of a non-urgent nature. In such instances no works will be carried out at the time of the visit. The operative will only inspect, take measurements (if required) and report back in order for the works to be programmed accordingly within the correct repair category.

Charges • Access (gaining access to property when tenant locked out or lost keys) • Boarding up of premises following tenant or third party damage • Gas escapes and / or repairs to non-council appliances • Fuses and RCD trips (resetting of these and on subsequent call outs [within 10 days] caused by tenants own appliances) • Glazing to any elevation if caused by damage • Gulley (keeping gullies free of leaves and debris) • Key (replacement of lost key(s)) • Pipe (unfreezing of internal pipes [unless following exceptional weather conditions]) • Water system (drain down and refill) • Window casement arms, catches and fasteners if damaged by tenant.

Rechargeable Repairs Any damage resulting in the replacement or repair of items caused by the tenant, family or visitors not detailed under the section in the Repairs Policy headed Tenant Responsibility, shall be recharged. This includes damage caused by the police when a warrant has been granted and they force entry into an A1 Housing tenanted property.

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Please Note: The tenant accepting responsibility for any rechargeable works undertaken by A1 Housing Bassetlaw Limited will have to, in advance of any works being completed, sign the appropriate recharge pro-forma, except for works which are considered to be of a health and safety or security nature.

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Tenant Responsibility Tenant Responsibility for Repairs A tenant has a responsibility to take care of their home and undertake some minor repairs. The following are repairs that a tenant is required to undertake themselves. • B ath panel repair and renew (unless damaged by contractor whilst gaining access to carry out repairs) • Clothes airer or rotary dryers (except where tenant is senior citizen or vulnerable) • Coat and hat hooks or rails • Curtain railsor battens • Decoration (internal) • De-scaling of baths, WC’s or wash-hand basins • Door (knockers, bells, chains, [unless fitted when highperformance door renewed], bolts and numbers) • Door (external [repainting of external door and frame; other than via pre-paint programme]) • External porch or secondary door. Where the tenant has erected a second external door to enclose an area or to form a porch. (Only exception if the porch has been left in situ at the point of the property being void and has been adopted by A1 Housing • Internal door (all repairs or replacement – excludes frames) 40

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Tenant Responsibility • D raught excluder – installing or renewing existing • Drives, paths, paved areas and hard standings (where the tenant has created their own paved, concrete or tarmacadam area then this will be their own responsibility) • Electric fitting and appliances installed by tenant • Extensions (any structure built by tenants without approval) • Fittings (small fittings around the dwelling) • Gate (hinges and latches [excluding metal gates]) • Hard-standing (where constructed by tenant) • Key lost, includes garage keys (otherwise recharge) • Light-bulbs (including fluorescent tubes, strip-lights) • Pipe (internal blocked) • Pipe - internal frozen (excludes solid-fuel heating systems) unless exceptional weather conditions are identified • Plug & chain • Plug (electric) • Radiator valve top (renewal) • Re-glazing (internal) • Re-glazing of window, door (recharge, except where crime number provided) • Sanitary ware (cleaning or de-scaling of any item)

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Tenant Responsibility • S hed (repair or replacement unless installed by A1 Housing) • Shelving • Shower-head (de-scaling) • Smoke alarm (if battery operated) • Solid-fuel fittings and appliances provided by tenant • Tap (mixer tap if provided by tenant) • T V (individual aerials and satellite dishes [not communal aerials]) • Vents (hit and miss air vents - excluding gas vent) • Wall tiles (individual wall tiles to wash hand basins and kitchen sinks only. Not baths and showers) • The installation of washing machines, dishwashers and tumble driers. Includes waste, supply pipes and vents. Please note – where A1 Housing has installed a new kitchen as part of a Major Improvements Programme, they will be responsible for the re-fixing of the appliance. • Waste-pipe (re-fix or loose external waste-pipe, applies to ground floor only) WC (pull-chain, cord to cistern) • WC seat and flap (except where tenant senior citizen or vulnerable) • Window (see re-glazing)

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Tenant Improvements Whilst tenants have a right to make improvements and alterations to their home, permission must be obtained from A1 Housing before commencing any work. Further detail and clarification is given in A1 Housing’s Tenancy Agreement and can be found in Section 7.6 Improvements and Alterations.

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Who might Contact us get help? 0800 590 542 www.a1housing.co.uk customer.services@a1housing.co.uk Text us on 07860 021 511 Visit us at: Retford Property Shop Town Hall, 17B The Square, Retford DN22 6DB Worksop Property Shop Queenâ&#x20AC;&#x2122;s Buildings, Potter Street, Worksop S80 2AH Head Office - Carlton Forest House Hundred Acre Lane, Worksop S81 0TS All officers are open Monday to Friday 9am to 5pm

If you need any help communicating with us or understanding any of our documents, please contact us on 0800 590 542. We can arrange for a copy of this document in large print, audiotape, Braille or for a Language Line interpreter to help you.