Repairs Handbook If any repairs are needed in your home, it is important you know who to talk to and when.
0345 60 20 540
Repairs Handbook
Contents About your handbook Contacting us Repair timescales When we visit you Frequently asked questions -how often should my boiler be serviced? -Do I need home contents insurance? -How can I make a complaint? -Will I be charged for repairs? -Can I have a satellite dish? What to do in an emergency Helpful repair tips -Preventing condensation -Unblocking blocked waste pipes -Leaking, burst or frozen pipes -Resetting a tripped switch Regular jobs in your home Asbestos Baths and sinks Doors and locks Drains and wastes Electrics Floors and stairs Gardens and fences Heating Kitchens Pipes and taps Roofs Shared areas Toilets Walls and ceilings Windows
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Repairs Handbook
About your handbook This handbook is a general guide about Midland Heart’s repairs service. It tells you what we need to know when you call us to report a repair, so that it can be fixed as quickly as possible. It also tells you what repairs you are responsible for doing. You can report a repair by calling our customer service centre on 0345 60 20 540. The centre is open from 8am to 7pm, Monday to Friday although you will be able to report an emergency repair outside of these hours. If you would like help to access or understand any information in this handbook please call us on 0345 60 20 540 or email customer.servicecentre@midlandheart.org.uk Before you call us about your repair l please look at the pictures in this handbook which will help you describe your repair to us. By giving us as much information as you can, you can help us get your repair done as quickly as possible l consider when you can be at home for our contractor to visit, or make sure that there is someone over 16 years old who can be there. When you call us l tell us your name and address l have this handbook with you when you talk to us l have a pen and paper ready to record the details we give you l let us know if you have any hearing problems or other needs you may have for e.g. if it takes you longer to get to the door when we visit your home.
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Contacting us Phone on 0345 60 20 540. We are open Monday to Friday 8am to 7pm. (This call will be charged at a local rate) Email at customer.servicecentre@midlandheart.org.uk Filling in a form on our website www.midlandheart.org.uk Visit us or write to us at: Midland Heart Head Office 20 Bath Row Birmingham B15 1LZ Midland Heart Local Offices Highfield House St Nicholas Street Coventry CV1 4BN 135/141 Granby Street Leicester LE1 6FJ The Westlands 132 Compton Road Wolverhampton WV3 9QB Duncalf Street Burslem Stoke-on-Trent ST6 3LJ
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Repairs Handbook
Repair timescales Emergency repairs For emergency repairs we’ll get to you within 24hrs to deal with the emergency before any more damage or risk to you is caused for e.g burst water pipes, no water supply, making the property secure, or getting the heating back on in winter. Non - emergency repairs Usually we'll give you a two hour time slot from 8am to 7pm Monday to Friday and from 9am to 12pm Saturday. We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient is for you. Batched repairs Our batched repairs programme will group together certain types of non urgent repairs by area and complete them at one time. Grouping the work will also help us to identify common problems that may benefit from planned maintenance programmes. This will help to prevent breakdowns or faults, reducing inconvenience caused to you. We will not include repairs in the batched repairs scheme where there is a risk to your health and safety, or a chance of long lasting damage to the building. To arrange for a repair please call us on 0345 60 20 540. When we visit you: l There must be an adult at home who is over 16 years old when our contractor visits your home because they might need to talk to you about the work
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l please don’t smoke when the contractor visits. If you do they can stop working in your home l make sure that our contractor can get on with their work safely. If you don’t they may not do the repair l we’ll always make things safe. If more work is needed, we might have to come back another time to finish it. l if you fail to be present without notifying us or without genuine reason you will be charged l within your property you should remove any furniture and lift any flooring that may affect access to the repair Our contractors will: l tell you if you need to move or cover any furniture, or if you need to lift any floor covering before the contractor visits. Please let us know if you’re having problems sorting this out and need extra help l be respectful and always behave professionally l show you their identity card before coming in l tell you what they’re going to do l ask first whether they can use your phone or toilet l protect things in your home from damage, dust and paint l let you know how the work is going l explain how any new things they’ve put in work l close doors and gates when they leave l try to match items where possible l Work only in a safe environment (not when dangerous dogs are present). Our contractors will not: l smoke or play radios in or around your home l use mobile phones for personal calls when they’re doing your work l be in your home with children if there is no adult there l take money, services or gifts from you as a thank you for work l keep keys to your home l take their lunch break in your home l use bad language continued on next page... 7
Repairs Handbook
l enter the other rooms in your home unless appropriate to complete the necessary repair l use your electricity without your permission. Don’t forget you will need to: l let us into your home so that we can service your gas appliances and carry out general repairs we are responsible for l get our permission before making any changes to your home l be respectful towards our staff and contractors l ventilate your home properly to prevent condensation l ensure any repairs that you are responsible for are carried out by a competent, and where appropriate, qualified trades-person.
Frequently asked questions How often should my boiler be serviced ? By law we have to check every home which has a gas supply once every 12 months. Not only is this check vital to your own safety, it also means your heating system will be more reliable, efficient, and less likely to break down. When the service is complete, we will give you a gas certificate for your home. Please remember if there are other gas appliances in your home, such as a gas cooker, it is your responsibility to make sure they are safe and serviced by a registered engineer. When a gas safety check is due we will write to you beforehand. Our contractors will then contact you to make an appointment. Due to the terms of your Tenancy agreement and the serious nature of these safety checks, you must allow our Gas Safe registered contractors to enter your home. 8
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If for any reason you do not allow our contractors into your home, we can: l serve you a notice seeking possession of your property for breaking the terms of your tenancy agreement; l take legal action through the county court to gain access to your home; l force access to your home, in an emergency; and l charge you the court costs of taking legal proceedings against you. l we can withhold non emergency repairs until the gas safety check has been carried out Do I need home contents insurance? Yes, we only insure your home for the cost of rebuilding so it’s a good idea for you to buy home contents insurance. Please note that Midland Heart wouldn't be responsible for any damage as a result of a loss. This covers you against damage to your possessions and furniture, including fire and flood damage. If you have a leak or a burglary, you may have a large bill if you don’t have insurance. We can recommend a low cost home insurance scheme only available for our customers. If you would like more information contact our Customer Service Centre on 0345 60 20 540. How can I make a complaint? Every day our staff work very hard to make sure that your home is a suitable and pleasant place to live. We always try to provide you with the best service possible in all of the work that we do. However, there may be times when you might feel that we have not provided satisfactory services. In these circumstances, we rely on hearing from you in order to try to resolve any problems sooner rather than later.
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Repairs Handbook
You should contact our Customer Service Centre who will seek to put things right straight away. However, if you are still not happy you may wish to make a formal complaint. To do this you can write to us, call us or come into one of our offices and speak to us privately. Please refer to the contact details on page 5. Will I be charged for any repairs? You will be charged for repairs which are needed because of neglect, damage, or unreasonable wear and tear caused by you, your pet, or someone living in or visiting your property. For example: l if you lose your keys and need to change the locks l if you leave a property in poor repair at the end of your tenancy l if you or your pets have caused damage which made the repair necessary. Can I install a satellite dish? If you want to install a satellite dish, you must seek our permission first. You might also need to get the permission of your local council as well. Please write to us at the contact addresses on page 5. Vulnerable customers In the case of bad weather lasting several days, we will alter the response times for our responsive and gas repairs service in our published service standard. This will enable us to concentrate on our most vulnerable customers. We have classified vulnerable customers affected by bad weather using a definition suggested by the Department of Health. Older people, particularly those who are over 75 years old, living alone or as a couple, are more vulnerable.
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What to do in an emergency Gas (Smell, Leak or Fumes) l call the national gas emergency service immediately on 0800 111 999. Use a phone outside your home; using one inside your home, even a mobile, could spark an explosion l turn off the gas and open the windows. Turn the handle at the meter to the flat (horizontal) position l don’t smoke or switch anything electrical on or off, including lights, until the problem is fixed mains l if you can smell or see smoke call 999 or 112 gas immediately. handle
Electricity l turn the mains switch on the consumer unit (fuse box) to OFF l if you have a power cut, call the emergency number given in your phone book. Write the location of your fuse box here
test button mains switch
circuit breaker
trip switches consumer unit (fuse box)
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Repairs Handbook
Water l turn the mains stop tap to the right (clockwise). If you have no water supply coming into your home, phone your local water supplier l if you have a leak, turn the stop tap to off and turn on the taps in the kitchen and bathroom. This will reduce the pressure and slow the leak. Write down the name and number of your local water supplier here
surestop switch
stop tap (mains water)
isolation valve
Make a note of where your gas meter, electricity, consumer unit (fuse box) and mains water stop tap is below.
Do you know where it is? Gas meter Electricity consumer unit (fuse box) Mains water stop tap
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Helpful repair tips Preventing condensation
moisture condenses on cool surface
steam
mould
Condensation occurs when there is an excessive build up of moisture in the air. There is always moisture in the air, but people create additional moisture in their homes by: l cooking, or boiling water l taking baths or showers l drying clothes indoors When the moist air is warm it rises onto ceilings and upstairs rooms, where it turns into mould. You must remove condensation by wiping it off with a dry cloth. You can stop condensation forming by: Reducing moisture l cover pans when cooking l drying clothes outside or in a well ventilated room l vent tumble driers outside.
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Repairs Handbook
Controlling any moisture l opening bathrooms and kitchen windows to let steam escape or use the extractor fan (if you have one) l opening windows in other rooms regularly to allow a change of air l closing doors to prevent steam escaping into other rooms l keep your house warm and wipe down where moisture settles.
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Unblocking a blocked waste pipe
unblocking a sink
rag
plunger plunger
unblocking a toilet
plunger
toilet brush
seal
unscrew here
unscrew here u-bend trap
bottle trap
Waste traps can easily become blocked and you should prevent the build up of waste by clearing them once a month with a suitable clearing product. (Always follow the manufacturer’s guidelines) To unblock a sink: l remove most of the water into a bucket by using a jug l hold a rag firmly over the overflow opening to seal it l hold a plunger over the plug hole and pump rapidly until clear l once clear, it’s advisable to clean the trap (see cleaning traps).
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Repairs Handbook
To unblock a toilet: l if the pan if full, remove the water into a bucket by using a jug l push the plunger or toilet brush to the bottom of the pan and pump rapidly l flush the toilet to check if the blockage has gone l repeat this process several times, if there is no improvement contact us. To clean the trap: l put a bowl below the trap l unscrew to remove the trap, being careful not to lose the seal rings l do not put any water into the sink when the trap is not attached l clean the trap and reattach, checking it is screwed on tightly.
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Leaking, burst or frozen pipes If you go away over winter, you can prevent your pipes from bursting by leaving your heating on at a low temperature. If a pipe leaks l put a bowl underneath and pull back any carpet to prevent any dampness. When a pipe bursts l turn off the water at the main stop tap and any gates valves from the water tank l turn off any water heaters l turn on all taps to stop tap (mains water) drain the water from the system. When the water stops running make sure you turn off the taps l DO NOT touch any electrics if they are wet, turn off at the main consumer unit (fuse box) l if the water has made a bulge in the ceiling, put a bucket under the bulge and pierce a small hole to allow the water through and prevent more damage. When a pipe freezes l turn off the water at the main stoptap l if you wish to thaw the pipes, do this using a hot water bottle or hair dryer. Make sure you work from one end into the middle.
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Repairs Handbook
Resetting a trip switch
test button
mains switch
circuit breaker trip switches consumer unit (fuse box)
Consumer units (fuse boxes) have many buttons, these will remain in the ON position until a fault ‘trips’ one or all switches and moves them to the OFF position. Trips can be caused by a light bulb blowing, a faulty appliance or a circuit which has been overloaded. To reset a trip switch l open the cover so that you have a clear view of the switches l check which switches are at the OFF position and put them back to the ON position l if the trip then happens again, turn off the immersion heater and check all rooms to see which light is not working. Unplug all appliances and plug them in one at a time to identify which appliance is faulty and trips the system. Once you have identified which appliance is faulty, make sure that it’s checked by a qualified technician.
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Regular jobs in your home You are responsible for keeping your home in good condition. It’s best to carry out small tasks regularly to prevent future problems, such as: l wipe down all the windows affected by condensation (see preventing condensation on page 13) l remove limescale from baths, shower heads and taps with descaler l keep outside gullies clear of leaves and other material so water drains away easily l clean through sinks and wastes with a clearing solution (always follow manufacturers guidelines carefully).
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Repairs Handbook
Asbestos What is asbestos? Asbestos is a mineral that has been used in the manufacture of building materials to make them more durable, rigid, weather and fire resistant. Asbestos was used as a building material in the UK from 1950s through to the mid 1980’s, therefore any home built before 2000 can contain asbestos. Why was asbestos used? It was used for a many purposes, mainly outside the home where its natural resistance to the weather meant that it was often used in the manufacture of gutters, soil pipes and corrugated roofing sheets. Is there a risk to health? Materials that contain asbestos which are in good condition are not a risk to peoples’ health. Check the condition of anything you think may contain asbestos to be sure it remains in good condition and is sealed (e.g. with paint). If you suspect that materials containing asbestos have been damaged please contact 0345 60 20 540 Home Improvements, repairs and DIY If you think you may have asbestos materials in your home, extra care should be taken when doing any home improvements. When doing DIY it is important to remember: l Do not drill, cut into, sand or scrape anything you think may contain asbestos when you are carrying out any home improvement, repairs or DIY. l Always soak wallpaper before removing. If possible, use a steam stripper and then gently peel away the paper before redecorating. l Do not try to remove textured coatings (Artex) from ceilings. Wash any area of flaking paint with sugar soap before repainting. l Do not try to remove old floor tiles or linoleum. Leave them in place and lay new floor coverings over them.
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Where is asbestos likely to be found in the home? The picture and list below shows some common areas where asbestos-containing materials may be found in the home. The list of products that may contain asbestos is a lengthy one. Those listed below are some of the more common sources. 11 Exterior 1 Roof garage and shed sheets, tiles or roof felt 2 Gutters and down pipes 3 Fascia and soffits Interior 4 Partition walls 5 Panels beneath windows 6 Cupboards around domestic boilers 7 Panels behind electrical equipment 8 Panels behind fires or heaters 9 Panels on or inside fire doors 10 Bath panels 11 Floor titles 12 Textures coatings (artex)
14 14
10 10
33
22
11 11 77
13 13
55
12 12
44
6
88
99
13 Gaskets and rope seals inside gas appliances 14 Cold water storage tanks
If you require further information on asbestos in your home please contact us on 0345 60 20 540 Remember, materials containing asbestos that are in good condition are safe!
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Repairs Handbook
Baths and sinks What we look after
The sink, bath and waste pipes
What you look after or arrange
Replacing plug chains for baths and sinks and clearing any blockages. Bath panels. De- scaling the shower head. Clean wastepipes, drains and sink U-bend pipes occasionally to stop them getting blocked. Repair anything you’ve put in yourself like tiles or showers.
Our advice l for water leaks or tap problems, see pipes and taps on page 38 and drains and wastes on page 26 l a blocked wastepipe is not an emergency. You must try to clear it yourself before you call us. See ‘helpful repair tips’ on page 15. We’ll charge you for clearing blockages caused by things like toys or hair. When you contact us, we will need to know: What the problem is, such as: basin loose or broken; wastepipe leaking or blocked; wall tiles cracked or broken? If a bath, is it plastic or metal? What colour is it? If a kitchen sink, does it have a draining board as part of it, or is it just a sink? If tiles, what shape, size and colour are they? Also see pipes and taps section on page 38 and toilets section on page 44.
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wash hand basins tiled splashback
tiled splashback
basin
basin
seal
seal
trap towel rail bracket wastepipe
pedestal
wall tiles
taps
bath
seal panel ‘filler’
shower mixer valve
panel bath(side)
bath frame
shower tray
adjustable feet
shower ceiling switch electric shower shower head
shower unit
wall tiles seal
shower ceiling switch
mixer combined tap
hose
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Repairs Handbook
Doors and locks What we look after
External doors.
What you look after or arrange
Replacing lost or broken keys. Replacing any broken glass panels in doors where a police reference number can’t be given. Replacing doorbell batteries. Responsible for internal doors including changes when carpets are fitted. Door handles.
Our advice l if someone has broken in and damaged anything, you should let the police know and get a police reference number, otherwise we may charge you for the repair l check your Home contents insurance policy to find out if you are covered. l A lock change can only be requested by the person named on the main tenancy agreement (not your family). When you contact us, we will need to know: What the problem is, such as: stiff lock; lock or handle broken; door sticking, not closing properly or damaged? Which door is it: front, back or side? Is it a shared entrance? What type of lock or latch has it got? Can you still lock the door? What is it made of: wood or plastic (upvc)? If glass, what type is it: plain, frosted or wired? Is it double glazed? What type of lock is it: see pictures opposite.
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architrave spyhole door frame letterplate multi-point lock panel or glass
sill or threshold
doorstop or bead
plastic (upvc) door
skirting weatherboard
door and frame
weatherboard
barrel
rimlock
door
door pull sill
snib weep hole
stormguard sill
cylinder mortice lock (snib inside)
keep
snib
cylinder rim nightlatch (Yale or Union)
latch lever handle
keep
dead lock door handle without lock
mortice lock
butt hinge
rising butt hinge multi-point lock
door knob
rim lock
door hinges
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Repairs Handbook
Drains and wastes What we look after
Drains, gutters and external pipes within your property boundary
What you look after or arrange
Removing leaves and rubbish from external gully grids. Clearing any blocked sinks, baths, toilets and shower trays. Repairing leaks. Clean wastepipes and drains occasionally to stop them getting blocked.
Our advice l a blocked wastepipe is not an emergency repair. You must try to clear it yourself before calling us. See ‘helpful repair tips’ on page 15 l a blocked toilet is only an emergency repair if you have no other toilet l keep your wastepipes and drains clear by flushing them from time to time with hot water. l don’t pour fat or oil down the sinks, toilets or outside drains l if a blockage is caused by you by disposing of fat, nappies, etc. you will be charged for clearing it. When you contact us, we will need to know: What the problem is, such as: wastepipe or trap blocked or leaking; drain smelling or blocked If a wastepipe, which is it: bath, basin, sink, shower or toilet If a drain is blocked, is it overflowing? If a damaged gully grid: is it round or square? What is it made of: metal or plastic? Is water coming from the overflow pipe?
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cage
vent pipe bath and basin wastepipe
overflow pipe
toilet wastepipe
hopperhead
soilpipe sink wastepipe gully
two-pipe system
cover
hit and miss cover
grids
downpipe surround inspection chamber
unscrew here to clean
frame back inlet gully
unscrew here to clean
gully grids
seal
unscrew here to clean ‘S’ trap
washing machine spike trap
bottle trap
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Repairs Handbook
Electrics What we look after
Electrical sockets, electrical wiring, light fittings and wired smoke alarms. Bathroom lighting and lighting with closed covers.
What you look after or arrange
Replacing light bulbs and fluorescent lights tubes and starters (except in bathrooms and those with closed covers). Replacing smoke alarm batteries and regularly testing them. Resetting electrical trip switches if light or plug sockets have tripped.
Our advice l don’t touch bare wires l don’t touch sockets or switches with wet hands. Also, if water is leaking onto anything electrical or any electric fitting, don’t use or touch any switches connected to it. Let us know straight away l make sure you know where the trip switches are and make sure you know how to switch them on and off. See ‘helpful repair tips’ on page 18 l don’t remove, change or add electrical fittings as it is illegal and all alterations must be carried out by a qualified electrician l if you have caused any damage or you call us out when you haven’t put enough credit in your meter, you’ll be charged for this. When you contact us, we will need to know: What the problem is, such as: no lights or power in part of, or the whole property; light or light switch isn’t working; socket loose or broken? Are your neighbours having the same problems? What type of fitting or socket is it? Have you checked the fuse box? 28
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test button test button
mains switch smoke detector circuit breaker
trip switches consumer unit (fuse box)
extractor fan light
fuse spur
cooker control units
switch
pull cord
single switch
single socket
ceiling switch
double socket
switches
sockets
starter
diffuser batten lampholders fluorescent strip light
sealed bathroom light
pendant lampholder
bulkhead light
light fittings 29
Repairs Handbook
Floors and stairs What we look after
Floors, stairs, handrails and banisters excluding decoration.
What you look after or arrange
Making changes to doors when new carpets are fitted. Any flooring and skirting boards you have fitted yourself.
Our advice l if you want to put in laminate flooring you must seek written permission first l we’ll put down dust sheets so that your furniture and carpet don’t get dirty when we work. If we tell you that you need to lift your floor covering, e.g. carpets or laminate flooring, you should do this before the contractor arrives l if you put carpet down it’s a good idea use gripper rods. This makes it easier for you to lift them for repairs l you should not remove handrails or banisters on your staircase. When you contact us, we will need to know: What the problem is, such as: floorboard or skirting loose or damaged; tread or riser broken; hand rail loose or broken; floor covering lifting of damaged? What is the floor made of: floorboards, chipboard or concrete? What type of covering is it, for example: tiles or vinyl floor covering? Is it in a shared area? How many boards, panels or tiles need to be looked at?
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backboard (if fitted)
banister handrail
bracket handrail baluster (spindle) architrave stair riser
stair riser
newel post skirting
tongue and groove floorboards stairs and wooden floorboards
tread nosing
moulding riser step details
concrete or solid floor skirting
floor tiles
concrete slab
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Repairs Handbook
Gardens and fences What we look after
Pathways, steps and ramps leading to your door. Fences which divide your home from a public path/right of way. Fencing and gates in communal areas.
What you look after or arrange
Garden decking, fences and gates which separate your garden from your neighbours' garden and sheds which you have installed. Making sure that your garden is maintained and tidy. Installing clothes lines, unless it is in a shared area. Paths around the sides of your property and in your back garden.
Our advice l if someone’s broken in or damaged anything, you should tell the police and get a police reference number, otherwise you’ll be charged for this. When you contact us, we will need to know: What the problem is, such as: fence loose or broken; gate not opening or closing properly; gate catch missing; path uneven or cracked? If a fence, what is it, for example: close boarded, palisade, post and wire, how much is it affected? If a gate: is it wooden or metal? If post: is it wooden, metal or concrete? If path, which path is it? What is it made of, for example: slabs, concrete or tarmac?
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post cap post post and rails (ranch) gravel board
post
feather-edged boarded
trip/padock rail arris rail pale
post
palisade
larch lap panel straining wire
post
chainlink
‘T’ hinge
etacilpud
wooden gate
hook and band hinge
barrel bolt
‘T’ hinge
hook hinge
hinges
suffolk latch
automatic latch
hand latch
gate latches
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Repairs Handbook
Heating What we look after
Central heating systems, water systems, boilers, fireplaces, fitted fires and radiators.
What you look after or arrange
Preventing your pipes from freezing in cold weather. The maintenance of heaters and cookers by qualified engineers. Preventing condensation and mould by regularly letting in fresh air, e.g. opening windows and using extractor fans where fitted.
Our advice l if your heating isn’t working at all and it’s winter, we’ll come out on the day you call us. If we are unable to fix it and you have no other heating, we will provide you with a heater l if you have a solid fuel back boiler and you hear it bubbling or boiling, damp down the fire straight away, let it go out and contact us immediately l if a radiator is leaking or loose because you’ve been decorating, you’ll be charged for any repair we need to carry out l if you have a meter, check you have enough money on it before you report a repair. When you contact us, we will need to know: What the problem is, such as: central heating not working; no hot water; radiator leaking or not getting warm; fire or heater not working? What type of heating is it: gas, electric, oil or solid fuel? Does it have a boiler? If electric, is it storage, convector, panel or a fan heater? Do you have any other heating or ways to heat your hot water, like an electric immersion heater or solar panels? If a radiator: is it warm at the bottom and cold at the top?
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1
thermostatic valve
wheelhead standard valve
radiator valves
mains gas handle
inspection window valve air release/bleed valve
radiator
room thermostat
gas fire
digital programmer
panel heater
wall-mounted central heating boiler
storage heater
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Repairs Handbook
Kitchens What we look after
The sink with the hot and cold water supply pipes and taps.
What you look after or arrange
You are responsible for your own appliances. Kitchen units, protecting work tops, replacing washers on taps by a qualified trade person. Repairing leaks and installing connections and hoses to washing machines and dishwashers. Tightening up loose handles on kitchen units. Minor adjustments to hinges and drawers.
Our advice l if we have to put in a new kitchen cupboard or other things like a worktop, drawer or door we’ll try to match the colour if we can l if you want to make any changes to your kitchen, make sure that you contact us first for permission.
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tiled splashback drainer sink
concealed hinge base unit plinth sink unit
wall unit joint strip worktop
edging strip
pull strip
end panel drawer runner door hinge
shelf
drawer front
support leg
base unit and worktop
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Repairs Handbook
Pipes and taps What we look after
Waste pipes, water pipes, gas pipes and water tanks.
What you look after or arrange
Replacing washers on taps, repairing leaks and connections to washing machines and dishwashers. Try to make sure that your pipes don’t freeze in winter. (see helpful repair tips on page 17)
Our advice l if water leaks from your washing machine or dishwasher, it is your responsibility to repair the leak and we will charge you for repairing any damage caused by the leak. Contact your insurance company to find out if you are able to claim (see home contents insurance on page 9) l if you’re away from home and the weather is cold, you should leave your heating on a low temperature to prevent pipes freezing l if water is leaking on anything electrical, don’t touch it. Turn off the electricity at your consumer unit (fuse box) l make sure you know where your stop tap is so that you can find it in an emergency. If you do have a leak turn the stop tap to off l if you do not have hot water this will not be classed as an emergency repair and you may need to boil water in a kettle or a pan until the problem is fixed. When you contact us, we will need to know: What the problem is such as: no water: hot water coming out cold; pipe leaking or burst; overflow running; tap dripping? If water is leaking into your property: is it coming from the flat above? What’s the address? Are there any other problems? If you have no water: do your neighbours have water or not?
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top entry immersion heater bottom entry immersion heater
gate valve
isolation valve
stoptap (mains water)
hot water cylinder, no jacket ball valve cold water tank drain off valve gate valve immersion heater
hot water tank combination tank
combined tap
crosshead handwheel
modern
standard pillar taps
high neck mixer tap
lever tap
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Repairs Handbook
Roofs What we look after
The roof and chimney stacks. Sweeping of chimneys if you have an open air fire.
What you look after or arrange
Satellite dishes, television and radio aerials (unless it’s shared).
Our advice l if we need to put up scaffolding but the weather is bad, outdoor work on roofs may be delayed l if anything electrical is getting wet because the roof’s leaking, don’t use any of these switches and let us know straight away l try to contain the leak by using a bucket to catch the water l if you want to put up an aerial or satellite dish, you must seek our permission in writing first. You might need to get permission from your local Council too l once scaffolding is erected it may temporarily affect your TV reception. Midland Heart accepts no responsibility for this. When you contact us, we will need to know: What the problem is, such as: roof leaking, tiles or slates loose or broken, chimney pot fallen or loose, chimney stack crumbling? (We only expect you to tell us about what you can see from the ground.) What type of roof covering is it, for example: slate, tiles, corrugated sheeting, flat felting, asphalt or fibreglass fitted covering? If tiles, what type are they, for example: flat, ridge, interlocking, hip or verge? What colour are they? How many floors/storeys does your home have? Is the chimney shared with another home? What’s the address?
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cowl back gutter
gas cowl chimney pot
half round ridge tile
flaunching bargeboard slates
step flashing
gutter
pointing fascia cover/apron flashing soffit chimney stack verge pointing
valley
ridge roof light
dormer
bargeboard
hip end
gable
hip
flat roof fascia
upstand
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Repairs Handbook
Shared areas What we look after
Repairs to shared areas including lighting, door entry systems and signs in communal areas.
What you look after or arrange
Keeping shared areas tidy, safe and free from obstructions. The cost of replacing keys or fobs to shared entrance doors if you lose them. You will be charged for each new key. Making sure that you comply with outcomes from fire risk assessments
Our advice l lights on shared stairs and hallways are our responsibility. You should report any faults directly to us. l if you require a mobility scooter you must contact us for permission l using electricity from communal areas is prohibited and it's a theft. Charges will be applied and tenancy legal action will be taken l you must not install locks to any communal doors or gates. When you contact us, we will need to know: What the problem is, such as: is the door entry phone not working; is a door closer loose or broken; is a lock broken, missing or jammed; is a lift out of order; or are lights not coming on? If an entry phone, is the problem in your flat or at the main entrance? Is the door closing properly? If lights, is it a wall or ceiling light? If a bulkhead light, where is it? See page 43
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communal area signage
single chain perko door closers
8
entry panel
key fob reader
door entry phone (with handset)
door entry system
overhead door closer
bulkhead light
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Repairs Handbook
Toilets What we look after
The toilet (but not the seat) and the flushing system.
What you look after or arrange
The toilet seat. Clearing blocked toilets.
Our advice l if your cistern doesn’t flush, this isn’t an emergency. You should pour a bucket water into it until it can be repaired as a non-emergency repair l we’ll charge you for clearing blockages caused by you e.g. disposal of fat or nappies and toys. When you contact us, we will need to know: What the problem is, such as: toilet blocked, overflow running, cistern leaking, pan cracked or leaking, flush handle or chain broken? What type of cistern is it: high-level or low-level? If low-level, is it a flush panel, close-coupled or standard type? Does it have an overflow pipe? What type of handle is it: lever handle, push down button or chain? What colour is the toilet or cistern? If your toilet’s blocked and you live in a block of flats, do you know if any other flats are having problems?
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ball valve
syphon unit float
supply pipe
lever handle overflow pipe
isolation valve
float arm
cistern flush pipe float toilet cistern
ball valve
cistern lid cistern dual-flush button
flush pipe
toilet lid
toilet seat
push-down button flush handle
flush pipe cone joint
soil pipe joint
soil pipe/pan connector standard toilet
close-coupled toilet
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Repairs Handbook
Walls and ceilings What we look after
External walls, boundaries walls, internal walls, door frames and plasterwork.
What you look after or arrange
Internal decorations including filling small holes and cracks. Installing fixtures including curtain rails, shelves and toilet roll holders. Keep air vents and extractor fan vents clear and use the fan (if you have one).
Our advice l if you fix things to the wall, you must take them down and fill in all the holes before you move out l if you, a member of your family, a visitor or a pet damage anything and we have to repair it, you’ll be charged for this l don’t grow or place any items near or next to your outside walls. This can cause problems with the brickwork and make it damp. Refer to page 13 for advice on Preventing condensation and page 24 for advice on internal doors. When you contact us, we will need to know: What the problem is, such as: plaster loose, crumbling or bulging, condensation or mould on walls or ceiling, outside cladding falling off? If an area needs plastering, is it just a small hole or large wall, is it upstairs or downstairs? Is there any damage caused by water leaking? If an inside wall, what is it made of: plasterboard or brick? If an outside wall, what is it made of: brick, tiling, or concrete blocks, and does it have a covering? If so, what type is it: rough cast, cladding boards or timberboards?
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Inside
rising damp is usually shown by a ‘water’ mark to a height of 2-3feet
a possible cause of dampness is earth mounded over the damp-proof course
black mould usually shows condensation problems
mould forms
condensation
damp-proof course damp and mould
ventilation air vent
Outside
air brick
cladding boards render hanging tiles or slates brick on edge coping
pre-cast concrete coping
full brick wall
boundry walls
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Repairs Handbook
Windows What we look after
The window, frame and sill.
What you look after or arrange
Any damaged glass unless you can provide us with a police reference number.
Our advice l if there’s been vandalism or a break-in, you should let the police know and get a police reference number, otherwise we will charge you for the repair l keep window trickle vents clear and use them to stop condensation. When you contact us, we will need to know: What the problem is, such as: glass cracked or broken, frame loose or jammed, stay or fastener broken? What type of frame is it: wooden or plastic (upvc)? What style of window is it: casement, sliding sash, pivot or top-hung? If glass, what type is it, for example: plain or frosted? Is it double glazed? If a fastener, what type is it, for example: multi-point, casement or other type? If there’s a child restrictor, where is it: on the bottom of the frame, the side of the frame, or on the window itself? Has it caused any other problems? e.g. leak in another room.
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trickle vent
top-hung fanlight
friction hinge locking handle
beading or putty sill
friction hinge
multi-point lock
casement window
pivot hinge
cords
catch
keep tilt and turn
sliding sash
pivot window
lock sash fastener
child restrictor
casement fastener
wedge fastener
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Repairs Handbook
NOTES
Ask a member of our team who your repairs contractor is and write it down here for future reference:
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Repairs Handbook
If you would like help to access or understand any of our information call us on 0345 60 20 540 or email us at customer.servicecentre@midlandheart.org.uk
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