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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