REPAIR STANDARDS WWW.SWAN.ORG.UK STU6672_SWAN_REPAIRS STANDARDS_A4 8pp_AW.indd 1
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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 1
Heating and Gas
2
Plumbing Repairs and Leaks
3
Drainage and Guttering
4 Asbestos 5
Pest Control
6
Bathroom and Kitchen
7 Electrics 8 Plastering 9 Decorations
10
Doors and Windows
11
Roofing
12 Gardens
13
Communal Areas
14
Stairs and Woodwork
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Activity
Repair type
Swan You
Repair heating and/or hot water Repair or renew any single heat source Gas work must Bleeding radiators be carried out Repair gas leak (following Transco attending) by Gas Safe Sweep chimneys Registered Move or install gas supply for cooker contractor Move gas meter Renew gas bayonet and cap
✓ ✓
Repair Cat Timescale Emergency Standard
24 Hours 15 Days
Immediate
4 Hours
✓
Standard
15 Days
Repair burst pipe if you cannot stop the leak Repairs Repair minor leak to hot and cold water pipes and Leaks Overhaul or renew stopcocks and gate valves Renew washers to any taps Clear blockages when you are unable to Trace and remedy air locks and water hammer Repair or renew water storage tank
✓ ✓ ✓ ✓ ✓ ✓ ✓
Immediate Standard Standard Standard Standard Standard Standard
4 Hours 15 Days 15 Days 15 Days 15 Days 15 Days 15 Days
Clear blocked soil vent pipe Clear blocked drain or manhole if your utility company has confirmed not their responsibility Clear blocked gulley, guttering or downpipe Make safe manhole cover Renew manhole cover (following make safe) Repair or renew gulley surround or gulley grid
✓
Emergency
24 Hours
✓
Emergency
24 Hours
✓ ✓ ✓ ✓
Standard Emergency Standard Standard
15 Days 24 Hours 15 Days 15 Days
4 Asbestos
Investigate asbestos and remove if required
✓
Standard
15 Days
5 Pest
Infestation of pests, i.e. ants, wasps, bees, fleas, mice, maggots, rats, cockroaches, bird nests and squirrels in your home
Standard Standard
15 Days 15 Days
Standard Standard
15 Days 15 Days
Standard
15 Days
Standard
15 Days
1 Heating
and Gas
2 Plumbing
3 Drainage
and Guttering
Control
Bathroom
6 and
Kitchen
Repair or renew bath or bath panel Repair or renew electric shower or shower tray 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 Repair or renew toilet or cistern Repair or renew toilet seat or toilet roll holder Renew plug and chain to basin or bath Replace defective wall tiles Repair or renew kitchen vinyl floor covering Repair or renew cabinets and shaver lights Cleaning and removal of mould growth as a result of life style conditions Shaver Points with integral light fittings if fitted by Swan
✓ ✓ ✓ ✓ ✓
✓
✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
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Activity
Repair type
Swan You
or renew individual kitchen unit, door, 6 Bathroom Repair drawer front and worktops and Kitchen
7 Electrics
Standard
15 Days
✓
Immediate
4 Hours
✓
Standard
15 Days
✓
Standard
15 Days
✓
Emergency
24 Hours
✓
Standard
15 Days
✓
Emergency
24 Hours
✓
Standard
15 Days
✓
Emergency
24 Hours
Emergency
24 Hours
Standard
15 Days
✓
Standard
15 Days
✓
Emergency
24 Hours
Standard Planned
15 Days 45 Days
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 Repair or renew defective electrical fittings (if fitted by Swan) Repair minor electrical faults i.e. socket, light switch etc. Undertake electrical test after a leak Repair or renew immersion heater (where supplementary source to gas boiler) Repair immersion heater (if main source of hot water) Renew immersion heater (if main source of hot water) Repair individual electric night storage heating or convection heater Repair or renew TV aerial, cable or Satellite TV Repair or renew mains wired smoke alarm or CO alarm 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 Repair electrical appliances fitted as part of any adaptation works Repairs to stair lifts and through floor lifts Move electric meter (NICEIC approved contractor)
Minor cracks to plastered walls and ceilings 8 Plastering Plaster repairs to walls and ceilings Renew plasterboard ceiling or plaster wall Remove polystyrene ceiling tiles or coving
✓ ✓ ✓ ✓ ✓
✓ ✓ ✓ ✓ ✓
9 Decorations 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
Repair Cat Timescale
✓ ✓ ✓ ✓
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Activity
Repair type
Repair (including ease and adjust) door, 10 Doors and window, frame, catches, hinges or locks Windows
Renew individual windows including skylight or velux window or misted double glazing Draughtproofing if fitted with original door or window Repair or renew window vent Replace lost window keys Board up or make safe any door or window if crime reference number provided 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 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
11 Roofing
Repair or repoint brickwork Carry out temporary repair to roof or chimney Carry out minor repair following roof leak Carry out major repairs following roof leak Repair fascias, soffits and bargeboards Renew fascias, soffits and bargeboards Repair defective chimney
12 Gardens
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 Repair or relay uneven front path or driveway if installed by Swan Repair or renew front gate if provided by us 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 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 You
Repair Cat Timescale
✓
Standard
15 Days
✓
Planned
45 Days
✓
Standard
15 Days
✓
Standard
15 Days
Immediate
4 Hours
Emergency
24 Hours
Planned
45 Days
✓
Standard
15 Days
✓ ✓ ✓ ✓ ✓ ✓ ✓
Planned Emergency Standard Planned Standard Planned Planned
45 Days 24 Hours 15 Days 45 Days 15 Days 45 Days 45 Days
✓
Standard
15 Days
✓
Planned
45 Days
✓
Standard
15 Days
✓
Standard
15 Days
Standard
15 Days
✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
✓
✓ ✓ ✓
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Activity
12 Gardens
Repair type
Swan You
Renew garages, sheds, bin stores and outbuildings if we provided them, we may remove them if they become unsafe
Standard
15 Days
Standard
15 Days
✓
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
✓
Emergency
24 Hours
✓ ✓ ✓ ✓ ✓
Emergency Standard Emergency Standard Standard
24 Hours 15 Days 24 Hours 15 Days 15 Days
✓
Immediate
4 Hours
✓
Standard
15 Days
✓
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
✓
Repairs or renew garage doors and door locks
✓
Repair or renew of dustbins, waterbutts and other receptacles Communal Repair gas leak after Transco attended
13 Areas
Repair Cat Timescale
Loss of water supply except if interruption caused by a utility company Make safe floor coverings if a trip hazard Repair to floor coverings Repair fire safety equipment system and installation Repair or renew parts to TV aerial systems Repair or renew parts of laundry equipment Attend to rectify fault to Door Entry System where preventing access Repair Door entry (access available, but system inoperable)
✓
Door entry fob replacement unless system fault
✓
Repair or renew parts to CCTV system
✓
Standard
15 Days
Repair or renew parts to washing line/drying facilities Repairs to bin stores and bin chutes Any non-essential repairs not listed above
✓ ✓ ✓
Standard Standard Standard
15 Days 15 Days 15 Days
✓
Emergency
24 Hours
✓
Standard
15 Days
✓
Standard
15 Days
✓
Emergency
24 Hours
✓
Standard
15 Days
Stairs and Make safe loose or defective stairs and stair
14 Woodwork rails and balustrades if a potential hazard
Repairs to timber stairs, newel posts, balustrades, balusters, hand rails and strings Repair or renew curtain rails, curtain battens and curtain hooks Repair or renew skirtings, architraves, picture rails and dado rails Make safe loose or defective timber floorboards if a potential hazard Repair or renew timber floorboards
✓
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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
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