Repairs and maintenance

A guide to our repairs and maintenance service

It is our responsibility to make sure your home is in good condition. We will repair certain fixture and fittings inside your home such as heating systems and kitchen units. It is your responsibility to maintain the inside of your home and carry out minor repairs.

We are also responsible for making sure communal areas are in good condition.

The information in this leaflet explains our responsibilities as the landlord and yours as a resident, how you can report and diagnose a repair, and what you can expect from the service.

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Who is your landlordIf we manage your home on behalf of another landlord (for example, Legal and General Affordable Homes) different terms and conditions may apply. If we’re not your landlord, please contact us to confirm the rules first. If you’re not sure who your landlord is, please check your tenancy agreement or contact us on 0300 555 0500 or email: enquiries@chp.org.uk.

When you report a repair you will need to:

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Reporting a repairEmergenciesYou can report a repair by:

You can report a repair at any time. We will only attend outside of office hours (between 5pm to 8am) if it is an emergency.

An emergency repair is a fault that could not be foreseen and could cause serious damage to your home or be a danger to your health or safety. They include dangerous electrics and severe leaks. In these instances we aim to attend within four hours. We will charge you if you misuse this service for repairs that are not emergencies.

Completing the online form on our website: chp.org.uk (non-urgent repairs only)

Give your name and addressExplain what the problem is and whether any properties are affected

Tell us when we can gain access to your homeProvide a contact telephone number

Tell us if you have called before about the same problem

Calling: 0300 555 0500 (We will only attend outside of office hours if it is an emergency. Office hours are 8am to 5pm Monday to Friday)Text relay: 18001 0300 555 0500Emailing: repairs@chp.org.uk (non-urgent only)Writing to: CHP, Myriad House, 33 Springfield Lyons Approach, Chelmsford, Essex CM2 5LB

Keeping your garden tidy and rubbish-free

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Responsibilities

You are responsible for:

We will repair – and cover the cost(s) – where damage has occurred through normal wear and tear. If a repair is needed as a result of an accident, carelessness or vandalism we may charge you for it. This is known as a re-charge. Please see the Chargeable extras leaflet for more information which is available on our website www.chp.org.uk or by contacting us on 0300 555 0500.

General

External

Keeping your home clean

Allowing us to access your home to carry out a gas and oil safety check or other inspection. Failure to comply could result in further action against youContacting your gas supplier immediately on 0800 111 999 to report a gas leak

Contacting your gas supplier immediately on 0800 111 999 to report a gas leakReporting any faults or repairs that are our responsibility as soon as possible

Taking out home contents insurance to protect your possessionsRepairing any additional locks or padlocksRepairing or replacing your own belongings, carpets, vinyl floor coverings and other flooring or fittingsCompleting a permission form on our website www.chp.org.uk to request to put up a television/radio aerial, a satellite dish or to carry out any improvements and/or structural alterations to your home. For example, installing utility metres, or a shedGetting chimneys swept at least once a year and monthly cleaning the tray above the fire, used for ventilation

Installing water meters

Arranging the service of your own gas appliance once a year – gas cookers or fires for example

Decorating the inside of your home

Repairing bath panels, showers, extra tiles or other items you have installed yourself

Fitting additional security locks or draught-proofingRepairing internal doors and fittings such as latches and handles that have not resulted from general wear and tearReplacing your locks when your keys have been lost, stolen or misplacedAltering doors to fit over carpet(s)Replacing broken or cracked glass (unless caused by criminal damage and you have evidence the police are investigating the crime, such as a police incident number)

Repairing kitchen units you have installed, including handles, hinges and catches. As well as repairing minor issues with drawers such as new runners or gluing loose laminate(s)Installing, disconnecting and repairing your own appliances such as cookers and washing machines including waste and supply pipes

Replacing or altering toilet seats, shower heads, plugs and chains to baths, basins and sinksCleaning, clearing and descaling toilet pans, baths, shower heads and basins

Repairing sheds or garden features including fencing, posts, gates or ornamental walls that are not part of the boundaryReplacing clothes posts, lines and rotary driers (except in communal areas)Cutting and trimming trees, lawns, shrubs and bushes within your garden boundaryRepairing and maintaining hardstandings and footpaths you have constructedKeeping communal areas clean and free from obstructions and hazardsReporting any criminal damage or vandalism to the police

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Kitchens and bathrooms

Windows and doors

Turning off the mains water at the stoptap and opening all taps if a water pipe has burst

Checking and oiling stoptaps regularly

Taking steps to prevent the water in pipes and taps from freezing, by lagging pipes for example

Clearing leaves and debris from gully grids and gutters (excluding apartment blocks)Clearing blocked waste pipes

Pipes, taps and gutters

Allowing us to access your home to check your heating system

Monthly testing of alarms and reporting to us if it doesn’t work

If you are unable to carry out these repairs we can carry out the work for you but may charge you for the cost. We may also charge you a call-out fee if we cannot find a fault.

Replacing light bulbs, plugs, fuses, fluorescent tubes and the tubes’ starters except in communal areas

Replacing smoke and carbon monoxide detector batteries when needed

Resetting trip switches and circuit breakers

Setting your heating to the correct time and temperatureEnsuring you have a supply of gas, oil or electricity

Heating

Heating

Electrics

We are responsible for:

Repairing the structure and exterior of the building including roof, drains, gutters, downpipes, external doors and windows, chimneys, chimney stacks and flues (excluding sweeping)

Internal walls, floors and ceilings (but not minor Plasterwork i.e. removal of picture hooks or drill holes)

Painting and decorating the outside of your home

Making sure the property’s structure, exterior, fixtures and fittings are safe, weatherproof and fit for human habitation. This includes:

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Diagnosing your repair

Community alarm services in sheltered schemes

Telling you who is responsible for the repairMaking an appointment with you to complete the workLetting you know how long the work will takeLetting you know what charge we will make for repairs caused by neglect or deliberate damage

Communal television and communal satellite systems only

Repairing and maintaining heating, hot-water appliances, gas and water pipesRepairing and maintaining kitchen units, baths, basins, sinks, showers and toilets unless installed by yourself (excluding blocked waste pipes or shower heads)Servicing, installing and repairing central heating systems, water heaters, fireplaces and fitted fires

Carrying out an annual gas safety check on all homes with a gas supplyCarrying out an annual safety check on central heating systems including oil, solid fuel and air source heat pumpsBoundary walls, fencing and gates provided by usSteps and footpaths leading to front or back doors unless installed by yourselfRepairing and maintaining communal entrances, halls, lifts, stairs and other communal facilitiesEmergency repairs to make the property is safe and secure (we may charge for the work if you need us to force entry)

We will also keep the following communal services in good repair and working order:

We will keep you informed about the repair by:

If there is no aerial or satellite dish, we will consider granting permission for one.

Electrical wiring and fittings

When reporting a repair please provide us with a clear description of the problem so we can deal with the problem quickly. The following drawings will help you describe the fitting to us.

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ElectricsElectrical fittings you may use in you home:

Consumer unit

Tripswitches

Residual current device

Test

Test button

CO2 detector

Circular smoke detector

Pendant lamp holder with ceiling rose

Batten lamp holder Bayonet

Extractor fan

Angled batten lamp holder

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Shower pull switch Fluorescent starter for tube

Ceiling pull switch

Switched fuse spur Fuse spurSingle plate light switch

Double plate light switch

Single switch socket outlet

Single switch socket with oven switch

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Thermostatic radiator valve

Air-source heat pump unit

Room thermostat

Time of day

Control buttons

Wall mounted boiler Free standing boilerTime clock and programmer

Gas fire and back boiler Space heater Gas wall heater

Heating and hot waterHeating and hot water appliances you may use in your home:

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Tiled filledend panel

Bath panel(side)

Bath studdingor frame

Double rowwall tiles

Waste pipeAdjustable

Bath sealant

Supply pipe

Overflow pipe

bath feet

Chrome angle strip

Diaphragm

Ball valve

Watersupply pipe

Flushing arm, handle and linkage

Ball or float

Overflowpipe

Syphon

Bath fittings

Cistern fittings

Toilets and bath fixturesFixtures and fittings you may use in your bathroom:

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LidOverflow pipe

Cistern

Seat fixings

Seat andcover

Balltap connector

pipeWater supply

WC pan

Lock nut

WC pan outletWC pan fixings

Flush pipe

Soil pipe

Multikwick connector

Toilet fittings

Electric shower fixture

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Sill or stepthreshold

Lockkeep

Doorthreshold

Mortice

Cylinder

dead lock

night latch

Architrave

Casementfastener

Drip

MullionCasement stay

mould

Sill

Capillarygroove

Jamb

Side-hungopenerHead

Top-hungopener

Transomrail

Multi-locking system

Casement window

Windows, doors and locksHere are some typical windows and doors used in your home:

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Mortice lock

Sliding sash window

Window winder

Multi-point lock

Picot window

Window restrictor

Morticelockhandle

Strikingplate/

keeper

Morticelock

Pulleywheels Sash

cordsSashweightSash

catch

AA

B B

HeadJamb

Pivothinge

Pivotsash

CatchKeeper

Sill

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Basin taps – standard Mixer tapBasin taps – modern

Water

Hopper

level

Surface level

Flow

Trap

Gully pot

Washer Ground level gulley trapTraps

Pipes, taps, gulleys and guttersHere are some typical windows and doors used in your home:

BendBranch

Swan neck

Downpipe

Downpipebracket

Rainwater shoe

Hopper head

Union

Union clip

Stop end

Gutter bracket

Roof tiles

Rainwatergutter

Gutter bracket

Gutterprofiles

SoffitFascia

Bracket

Half

Square

Moulded

O.G.

Gutters

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Wall units

Base units

Left-handdrainersink unit

Worktop

Sprungdoor hinges

Unit shelf

End panel

Drawer runner

Edgingstrip

Wall tiles

Chromesupport

KitchensFittings you may have in the kitchen:

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Pad bolt

Tee hinges

Boards

Hasp, stapleand padlock

Frame legCasing head

Doorframe

Spring bracket

Rolling arm

Door spring

Door channel guide

Side hung door

Up and over door

GaragesFitting you may have for you garage:

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Slamlatch keep

Plastic cone

Cable

Cablebracket

Spring support bracketCanopy springassembly

Cone/cable set(each side)Canopy arm(each side)

Lock body

Rollerspindle(each side)

Rope pull

Inner handle

Lock arms(each side)

Slam latch(each side)

Lock barrel(pre-fitted)

Lug

Cable

Up and over canopy door

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Our response times

Major and minor work(s)

From the information you give us we will assess the urgency of your repair. Our response times are:

Routine repairs are those that do not cause an immediate inconvenience or risk to your health and safety such as joinery repairs

Major work(s) include jobs like replacing water mains that are due for renewal. We will inspect major work that is reported to us, cost and plan for it to be completed in the following financial year. This allows us to budget more efficiently.

Minor work(s) include jobs such as fitting window restrictors or replacing gutters. We will assess and prioritise minor work(s) every three months. Those with the highest priority will be completed within nine months.

We will need to inspect some repairs before arranging the work – this will take place within seven calendar days of your request.

Emergency ‘make safe’ –within 24-hours

Emergency ‘make safe’ repairs are those that could not be foreseen and could cause serious structural damage to your home or be a danger to your health or safety. They include dangerous electrics, severe leaks or blocked toilets. In these instances we aim to attend within four hours. Other emergency repairs, where a major inconvenience is being caused, such as no electricity, we aim to attend within 24-hours of being notified

Urgent repairs are those that present an inconvenience but there is no immediate health or security risk. They include most electrical repairs and leaking pipeworkRoutine repairs are those that do not cause an immediate inconvenience or risk to your health and safety such as joinery repairsRoutine – within 21

calendar days

Urgent – within five calendar days

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For more information please refer to our Minor work(s) leaflet which is available on our website or by contacting us on 0300 555 0500.

Priority is based on the likelihood of it becoming a health and safety hazard and the condition of the item. Planning work(s) in order of priority allows us to carry out all jobs more efficiently and cost effectively.

Cyclical repairs

Modernisations

Some work has to be carried out on a recurring (cyclical) basis for health and safety reasons. This includes electrical tests, gas safety checks and servicing and external decorating. Gas servicing will be carried out every year – for more information please refer to the Gas safety and servicing leaflet which is available on our website or by contacting us. Most other cyclical repairs will be carried out every five to seven years.

The government’s Decent Homes Standard sets out to ensure your home is good quality, affordable to run, safe and secure. Our own Decent Homes Plus Standard ensures that your home is maintained and improved above the minimum standard set by the government.

AppointmentsYou can telephone us to report a repair at any time.

If you call during office hours (8am to 5pm Monday to Friday), we will explain how we will deal with your repair and arrange an appointment with you while you are on the phone. We will send you a letter to confirm the appointment and the response time.

If you call outside of these hours we will log your request and call you back the next working day to arrange an appointment. If you are reporting an emergency we will arrange for an operative to call you at your home within 24-hours of your request. We will only attend outside of office hours (between 5pm to 8am) if it is an emergency.

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If we are not able to keep to the agreed appointment you will be awarded £15 compensation.

If you are out when we attend the agreed appointment we will leave a card asking you to contact us to arrange another visit. You will be charged £15 if you are not in or cancel the appointment less than 24-hours before the appointment time.

If we have to do any work that is more than normal wear and tear we will charge you for the cost. For more information please refer to our Chargeable repairs leaflet which is available on our website or by contacting us.

All children (under 18) and pets must be supervised by a responsible adult at all time. We will have to stop working if children under 18 are left unsupervised.

Moving home

Paying for repairs

When you tell us that you are moving we will arrange for someone to visit you in your home and inspect the property to identify any repairs that you need to complete before the next resident(s) move in.

We will carry out repairs where damage has occurred through normal wear and tear. If a repair is a result of damage caused by you, or someone in your home, we may charge you for the work and will normally ask for payment in advance. This includes damage caused by accidents or carelessness.

We have fixed fees for the most common repairs. If you accidentally damage the fixtures and fittings we may reduce the charge. We will explain what the expected charge will be when you report the fault.

Before handing in your keys you should:

Clean and tidy

Make sure all cupboards and sheds are clear

Fill in ponds

Remove all rubbish, both inside and outside the property

Remove all furniture, carpets, white goods and personal belongings

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To help protect yourself against accidental damage to your possessions you should take out contents insurance.

We will select (at random) a number of properties to visit both during and after the work to make sure it has been completed to the required standard. If it has not, we will instruct whoever carried out the work to put it right within a reasonable timescale.

Our in-house team may leave a feedback card for the work that has been completed either via telephone or post.

Your opinion helps us make improvements to our services and we will ask you to complete a questionnaire on how the work was carried out. A resident member of our repairs panel may also contact you by telephone.

There is a charge of £25 for repairs that are caused by criminal activity or antisocial behaviour. You must provide evidence that the incident has been reported to the police and that they are investigating it. Please ask the police for an incident number. If no evidence is supplied you may be charged the full amount.

If you do not pay your bill we will take action against you to recover the money. This can include:

Court actionDebt collection agencyBeing barred from the transfer process

Meeting the standardOur own workforce or external contractors will carry out repair work. Our external contractors work to the same standards as our own workforce and are required to follow a code of conduct when working in or around your home. For more information please refer to the Code of conduct leaflet which is available on our website or by contacting us.

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IF YOU HAVE ANY QUERIES PLEASE CONTACT US:

TelText relayEmailWrite to

0300 555 050018001 0300 5550 0500enquiries@chp.org.ukMyriad House,33 Springfield Lyons Approach,Chelmsford, CM2 5LB

www.chp.org.uk January 2020 2nd Edition

@CHPHomes

Please contact us if you would like a copy of this document in large print, on CD or in another language.

Proszę się z nami skontaktować, żeby otrzymać ten dokument w wersji dużym drukiem, na płycie CD lub w innym języku. (Polish)

倘若您需要本擋以大字體、音頻格式(CD)或另外一種語言提供、請聯絡我們。(Cantonese)

Bu belgeyi büyük boyutlu baskı olarak, CD ortamında veya başka bir dilde edinmek istiyorsanız lütfen bizimleirtibata geçin. (Turkish)

Kreipkitės į mus, jei norėtumėte gauti šio dokumentokopiją stambiu šriftu, jo garso įrašą kompaktiniame diske arba jei norėtumėte jį gauti kita kalba. (Lithuanian)

(Bengali)