Swan Repairs Standards Handbook

Repair Standards

www.swan.org.uk

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Here is an overview of Swan’s Repair Standards.

It includes the timescales that you can expect Axis to carry out a repair and the repairs which are your responsibility as the tenant.

You will find a full copy of these standards at www.swan.org.uk

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CONTENTS 01

Heating and Gas

02 Plumbing Repairs and Leaks 03 Drainage and Guttering 04 Asbestos

05 Pest Control 06 Bathroom and Kitchen 07 Electrics 08 Plastering 09 Decorations

10

Doors and Windows

11

Roofing

12 Gardens

13

Communal Areas

14

Stairs and Woodwork

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Activity 01 Heating

and Gas Gas work must be carried out

by Gas Safe Registered contractor

Repair type

Swan

You

Repair Cat

Timescale

Repair heating and/or hot water

✓

Emergency

24 Hours

Repair or renew any single heat source

✓

Standard

15 Days

Immediate

4 Hours

✓

Bleeding radiators Repair gas leak (following Transco attending)

✓

Sweep chimneys

✓

Move or install gas supply for cooker

✓

Move gas meter

✓

Renew gas bayonet and cap

✓

Standard

15 Days

Repair burst pipe if you cannot stop the leak

✓

Immediate

4 Hours

Repair minor leak to hot and cold water pipes

✓

Standard

15 Days

Overhaul or renew stopcocks and gate valves

✓

Standard

15 Days

Renew washers to any taps

✓

Standard

15 Days

Clear blockages when you are unable to

✓

Standard

15 Days

Trace and remedy air locks and water hammer

✓

Standard

15 Days

Repair or renew water storage tank

✓

Standard

15 Days

✓

Emergency

24 Hours

Clear blocked drain or manhole if your utility company has confirmed not their responsibility

✓

Emergency

24 Hours

Clear blocked gulley, guttering or downpipe

✓

Standard

15 Days

Make safe manhole cover

✓

Emergency

24 Hours

Renew manhole cover (following make safe)

✓

Standard

15 Days

Repair or renew gulley surround or gulley grid

✓

Standard

15 Days

04 Asbestos

Investigate asbestos and remove if required

✓

Standard

15 Days

05 Pest Control

Infestation of pests, i.e. ants, wasps, bees, fleas, mice, maggots, rats, cockroaches, bird nests and squirrels in your home

06 Bathroom

Repair or renew bath or bath panel

✓

Standard

15 Days

Repair or renew electric shower or shower tray

✓

Standard

15 Days

02 Plumbing

Repairs and Leaks

03 Drainage and Clear blocked soil vent pipe Guttering

and Kitchen

✓

Repair or renew shower curtain, screen or door and/or rail

✓

Repair or renew flexible shower hoses and head (excludes fixed shower heads)

✓

Repair or renew tap, sink or wash basin

✓

Standard

15 Days

Repair or renew toilet or cistern

✓

Standard

15 Days

Standard

15 Days

Repair or renew toilet seat or toilet roll holder

✓

Renew plug and chain to basin or bath

✓

Replace defective wall tiles

✓

Repair or renew vinyl floor covering

✓

Repair or renew cabinets and shaver lights

✓

Cleaning and removal of mould growth as a result of life style conditions

✓

Swan Repair Standards published January 2020

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Activity 06 Bathroom

and Kitchen

07 Electrics

Repair type

Swan

Standard

15 Days

Repair or renew individual kitchen unit, door, drawer front and worktops

✓

Standard

15 Days

Renew plug and chain to sink

✓

Repair or renew pelmet lights to kitchen cabinets

✓

Reinstate electrics following loss of power supply to property

✓

Immediate

4 Hours

Repair or renew defective electrical fittings (if fitted by Swan)

✓

Standard

15 Days

Repair minor electrical faults i.e. socket, light switch etc.

✓

Standard

15 Days

Undertake electrical test after a leak

✓

Emergency

24 Hours

Repair or renew immersion heater (where supplementary source to gas boiler)

✓

Standard

15 Days

Repair immersion heater (if main source of hot water)

✓

Emergency

24 Hours

Renew immersion heater (if main source of hot water)

✓

Standard

15 Days

Repair individual electric night storage heating or convection heater

✓

Emergency

24 Hours

Emergency

24 Hours

Standard

15 Days

✓ ✓

Repair or renew battery operated smoke alarm or CO alarm Repair or replace extractor fan

✓ ✓

Replace light bulbs, fluorescent tubes, starters, fuses or battery operated door bells

Decorations

✓

Repair electrical appliances fitted as part of any adaptation works

✓

Standard

15 Days

Repairs to stair lifts and through floor lifts

✓

Emergency

24 Hours

Move electric meter (NICEIC approved contractor)

✓

Minor cracks to plastered walls and ceilings

✓

Plaster repairs to walls and ceilings

✓

Standard

15 Days

Renew plasterboard ceiling or plaster wall

✓

Planned

45 Days

Standard

15 Days

Remove polystyrene ceiling tiles or coving

✓

Internal decorations to all parts of the property

✓

Redecorate following a repair

✓

Redecorate following a repair caused by subsidence, structural defect or water leak

✓

Clean and remove mould growth as a result of life style conditions

10

Doors and Windows

Timescale

✓

Repair or renew mains wired smoke alarm or CO alarm

09

Repair Cat

Shaver Points with integral light fittings if fitted by Swan

Repair or renew TV aerial, cable or Satellite TV

08 Plastering

You

✓

Repair (including ease and adjust) door, window, frame, catches, hinges or locks

✓

Standard

15 Days

Renew individual windows including skylight or velux window or misted double glazing

✓

Planned

45 Days

Swan Repair Standards published January 2020

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Activity 10 Doors and Windows

Repair type

Swan

Standard

15 Days

Repair or renew window vent

✓

Standard

15 Days

Immediate

4 Hours

Emergency

24 Hours

Planned

45 Days

✓ ✓

Repair or renew any item (including glass/glazing) damaged by the police forcing entry to the premises Replace defective lock to front or back door

✓ ✓

Replace lock to front or back door (as a result of lost or stolen keys)

✓

Replace lost door keys

✓

Renew front or back door

12 Gardens

Timescale

✓

Board up or make safe any door or window if crime reference number provided

Roofing

Repair Cat

Draughtproofing if fitted with original door or window

Replace lost window keys

11

You

✓

Repair or renew internal door or door handles

✓

Draughtproofing (if not fitted with original door)

✓

Oiling hinges

✓

Shaving bottom of a door to fit over carpets

✓

Additional door security, such as locks, chains and spy hole

✓

Renew letterbox/flaps to flat front door

✓

Standard

15 Days

Repair or repoint brickwork

✓

Planned

45 Days

Carry out temporary repair to roof or chimney

✓

Emergency

24 Hours

Carry out minor repair following roof leak

✓

Standard

15 Days

Carry out major repairs following roof leak

✓

Planned

45 Days

Repair fascias, soffits and bargeboards

✓

Standard

15 Days

Renew fascias, soffits and bargeboards

✓

Planned

45 Days

Repair defective chimney

✓

Planned

45 Days

✓

Repair or relay uneven rear path and patio Make safe uneven or defective front path or driveway if installed by us and a potential hazard

✓

Standard

15 Days

Repair or relay uneven front path or driveway if installed by Swan

✓

Planned

45 Days

Repair or renew front gate if provided by us

✓

Standard

15 Days

Repair or renew gates, boundary walls and fences if owned by Swan and next to public footpaths or land, rights of way, garage access ways or unadopted highways

✓

Standard

15 Days

Standard

15 Days

Repair or renew all other gates, fences and boundary walls including neighbouring Swan residential properties

✓

Repair any form of garden structures, including decking, trellis, pergolas or other garden features

✓

Repair garages, sheds, bin stores and outbuildings if we provided them, we may remove them if they become unsafe

✓

Swan Repair Standards published January 2020

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Activity 12 Gardens

Repair type Renew garages, sheds, bin stores and outbuildings if we provided them, we may remove them if they become unsafe

Swan

✓

Repair or renew any form of clothes line including tidydrys and rotary clothes driers

✓

Maintain gardens, including grass cutting, pruning and weeding of borders, hedges, ivy and trees

✓

Removal of rubbish and debris

✓

Repair or renew garage doors and door locks

✓

Repair or renew dustbins, waterbutts and other receptacles

13 Communal Areas

Woodwork

Repair Cat

Timescale

Standard

15 Days

Standard

15 Days

✓

Repair gas leak after Transco attended

✓

Immediate

4 Hours

Repair works to remedy sewage overflowing

✓

Immediate

4 Hours

Repair or renew guttering or downpipe

✓

Standard

15 Days

Reinstate electrics following loss of power supply to common parts

✓

Immediate

4 Hours

Repair or renew any electrical fitting

✓

Standard

15 Days

Attend to person trapped in lift

✓

Immediate

4 Hours

Broken down lift including lighting

✓

Standard

15 Days

Loss of water supply except if interruption caused by a utility company

✓

Emergency

24 Hours

Make safe floor coverings if a trip hazard

✓

Emergency

24 Hours

Repair to floor coverings

✓

Standard

15 Days

Repair fire safety equipment system and installation

✓

Emergency

24 Hours

Repair or renew parts to TV aerial systems

✓

Standard

15 Days

Repair or renew parts of laundry equipment

✓

Standard

15 Days

Attend to rectify fault to Door Entry System where preventing access

✓

Immediate

4 Hours

Repair Door entry (access available, but system inoperable)

✓

Standard

15 Days

✓

Door entry fob replacement unless system fault

14 Stairs and

You

Repair or renew parts to CCTV system

✓

Standard

15 Days

Repair or renew parts to washing line/drying facilities

✓

Standard

15 Days

Repairs to bin stores and bin chutes

✓

Standard

15 Days

Any non-essential repairs not listed above

✓

Standard

15 Days

Make safe loose or defective stairs and stair rails and balustrades if a potential hazard

✓

Emergency

24 Hours

Repairs to timber stairs, newel posts, balustrades, balusters, hand rails and strings

✓

Standard

15 Days

Repair or renew curtain rails, curtain battens and curtain hooks

✓

Repair or renew skirtings, architraves, picture rails and dado rails

✓

Standard

15 Days

Make safe loose or defective timber floorboards if a potential hazard

✓

Emergency

24 Hours

Repair or renew timber floorboards

✓

Standard

15 Days

Swan Repair Standards published January 2020

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You can report a repair by calling the Freephone number 0800 783 2768 (020 3597 2067 if calling from a mobile) 24 hours a day, by emailing swanresidents@ axiseurope.com or via our website www.swan.org.uk

www.swan.org.uk

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