Introduction
This repair handbook for residents has been produced to provide general advice to residents on dealing with repairs. Contact us on 0800 035 2210 email servicecentre@irwellvalleyha.co.uk for guidance if in any doubt.
Repair Priorities
Emergency repairs
See the Emergencies section for dealing with gas or water leaks, or loss of electrical power.
An emergency is defined as something which could not have been foreseen and which could cause danger to health, residents' safety, or serious damage and destruction to property. Emergency call out contractors will usually make safe to enable full and proper repairs to be undertaken during normal working hours. The types of work they attend include:
- Severe roof leaks
- Burst pipes
- Blocked drains
- Blockage of your only toilet
- Loss of electrical power or light
- Loss of gas
- Loss of heating in cold weather where there is no other form of heating available
- Loss of immersion heater if this is the only source for hot water
We recognise that older people and vulnerable residents will need special consideration in certain circumstances.
If a contractor is called out to carry out a repair as an emergency when an emergency repair is not justified then you are liable to be charged for all costs concerned.
Emergency repairs will be carried out within 3 hours for Gold Service and within 24 hours for Non Gold Service.
Urgent Repairs
These are repairs which materially affect the comfort or convenience of the resident. In certain circumstances these repairs could be treated as emergencies. The list includes:
- Partial loss of electrical power or light
- Unsafe power, lighting socket or electrical fitting
- Partial loss of water or gas supply
- Loss or partial loss of space or water heating
- Blocked or leaking drains, or soil stack
- Toilet blocked or not flushing
- Blocked sink, bath or basin
- Tap which cannot be turned
- Leak from water or heating pipe, tank or cistern
- Leaking roof
- Insecure external window, door or lock
- Loose or detached stair hand rail
- Rotten timber floor or stair tread
- Door entry phone not working
- Extract fan not working in a kitchen or bathroom with no other venting.
You may be entitled to compensation if we fail to carry out urgent or emergency repairs on time after a second request to do so. This does not apply if we have been unable to gain access to your home to carry out the repair, or for particularly expensive jobs. Ask us for a copy of our compensation policy.
Non urgent repairs
These are less urgent repairs that can wait a short time before being dealt with and include minor problems with toilets, baths, sinks, doors or windows sticking, plaster repairs, brickwork, and other non urgent internal and external repairs.
Programmed repairs
To keep repair costs down and provide better value for money for residents, Irwell Valley is grouping together some repairs that can be planned, such as gutter clean-outs and maintenance to fences, to allow contractors to carry out similar jobs all together.
For example, this type of repair reported in December, January, February or March will be placed into the 'programmed' category and released in April. A contractor will then complete the repair within sixty days of its release date.
From now on programmed repairs will follow this timetable:
Repairs reported in: Released in:
December, January April
February, March
April, May, June or July August
August, September, December
Octobaer or November
For further advice on programmed repairs contact the Repairs Service Centre on 0800 035 2210
Who is responsible for repairs?
As your landlord, we have a legal duty to carry out certain repairs when these are needed. As legislation changes, the responsibility for specific repairs may also change. This means that there may be times when we have carried out certain repairs in the past, but because of changes in the law, a specific repair may become your responsibility, or vice versa.
We expect that as time passes, normal wear and tear will occur to your home. However, should your home need a repair because of either neglect or damage either by you or your friends or family, we will expect you to carry out any necessary repairs. If a repair is needed because of your neglect or damage, we may give you notice to make good, and in some cases we may carry out the repair on your behalf and then charge you for the cost. There may however, be some occasions when we will carry out a repair for which we are not generally responsible. This will usually depend on your circumstances, and these are known as discretionary repairs.
The sections below give advice on which repairs are our responsibility, and which are yours. There is also a table of responsibilities. If you still have any queries about whose responsibility a specific repair is then ask us, using the normal number for reporting a repair.
We are all responsible for the environment so please do not put paint, oil or petrol into the drains or leave litter or broken glass around.
Your responsibilities
You are responsible for keeping your home in a reasonable condition and for attempting to solve minor problems, and for insuring the contents of your home. Please read the Helpful tips section.
You are expected to take reasonable precautions to prevent damage to the property by fire, frost, the bursting of water pipes or the blocking of drains and sinks.
We rely on you to report any faults promptly and to provide access to our contractors to ensure that the repair can be undertaken within our agreed timescales.
Finally, remember that someone else will be moving into your home if you ever decide to leave. Please make sure that the property is clean, tidy, reasonably decorated and that all your unwanted belongings have been cleared, including any in the roof space.
Our obligations
We are obliged to keep the structure and exterior of your home and the building in which it is situated in good repair.
We also undertake to keep in good repair and proper working order installations for the supply of water, gas and electricity, for sanitation and for room and water heating.
In the case of flats and maisonettes, we will take reasonable care to keep common entrances, halls, stairways, lifts, passageways, rubbish chutes and any other common parts in reasonable repair.
Please refer to the repair responsibilities chart for further details on specific repairs.
Vandalism or graffiti
Please tell us quickly if you know of any vandalism. Do not assume that someone else will report it. We will prosecute vandals when there is a witness, to discourage others, and save rent money being used to repair vandalised areas. We need your help to combat vandals.
Emergencies
Fire
- Dial 999. Get everyone out and do not go back for any reason
- Close all doors and windows
- Warn your neighbours if any of them might be in danger
If you smell gas
- Open the doors and windows to get rid of the gas
- Check to see if the gas has been left on unlit, or a pilot has gone out. If so turn the appliance off, and do not try to relight it until all smell of gas has been cleared from the property
- If the leak cannot be stopped by turning off an appliance, or you are uncertain whether it has been stopped, turn the main gas supply off at the meter and phone the gas emergency service immediately: Transco 0800 111 999
- Do not turn any electrical switches on or off
- Do not use door bell
- Do not smoke
- Do not use matches or naked flames
Burst or leaking pipe
- Turn the water off at the mains. See the helpful tips section.
- If electrics are affected, turn off the electricity at the consumer unit. See helpful tips for more advice
- Call our repairs service. If our office is closed, use the emergency number
Loss of electricity
- If neighbours are also affected, call your electricity company (check your electricity bill for the number). Otherwise, see our helpful tips section
- If the problem persists after following the helpful tips advice, call our repairs service. If our office is closed, use the emergency number
Appointments
When you contact us to report a repair you will be given a date and a morning or afternoon appointment time slot for the work to be done. We aim to complete the repair in one visit.
We will also post you a copy of the 'job ticket' which gives details of the repair and the appointment date and time.
When a contractor visits you to carry out a repair, he/she must announce who they are and show you their certified identification card. Do not let any operatives into you home unless they show you their ID card.
When the repair has been completed, please fill in the customer satisfaction questionnaire. This will help us to continually improve our repairs service.
Improvements and Alterations
Before you make any alterations to your home you must write to us to obtain permission. We have to ensure that your home is not damaged or made unsafe. In some cases you will also have to obtain Planning Permission or Building Regulations Approval from the local authority. An alteration is anything which is an addition or change to the property or its gas, electrical or water supply.
Examples of the most common alterations are:
- Moving/removing fitted units or doors
- Modifications to central heating
- Plumbing in washing machines or other appliances
- Building patios
- Knocking down walls
- Double glazing
- Fitting a gas fire or building a feature fireplace
- Enclosing porches
- Extensions
- Additional fencing
- Satellite dishes
- Fitting different light switches
- Adding or moving electric points
All electrical work must be done by a qualified electrician under Part L of the Building Regulations requirements, and a safety certificate must be supplied.
Your rent will not increase as a result of any improvements you make, but you will be responsible for repairs. If you do not obtain permission you may be charged to repair or restore your home.
At the termination of your tenancy you may qualify for a compensation payment, less an allowance for depreciation, for an improvement or alteration you carried out after 1st April 1994. It is important to note that you must have had written permission from us prior to any work being carried out. Contact us for more information.
Quality Control
We will inspect a proportion of repair jobs when they are completed, and instruct the contractor to remedy any unfinished or poor quality work.
You can help us achieve the highest quality by returning any 'satisfaction slip' or questionnaire we send you. Alternatively you can request an inspection of repair work that you consider to be of unacceptable quality, by telephoning the office where you report your repairs.
Code of Conduct
We require contractors to ensure that works are carried out with the minimum of disruption to residents. They are required to:
- Introduce themselves to the resident and show proof of identity. Do not hesitate to ask to see it
- Explain the nature and purpose of the job
- Behave in a proper and professional manner at all times, refraining from smoking, bad language, and playing radios
- Take care of the resident's property and possessions and protect them at all times from dust, paint, etc
- Keep the resident's home secure at all times
- Keep safe all materials and equipment used on site to avoid danger to residents and visitors
- Reconnect and test services such as water, gas and electricity at the end of each working day
- Clear any rubbish arising from works from the property, from the garden and other areas outside the property
- Make good any damage to decorations.
- Comply with health and safety legislation and relevant codes of practice
- Comply with our equality and diversity policy
- Where major works are involved, agree the extent of removal of carpets, furniture etc, and their condition, before the work commences
Complaints
We are committed to providing a high standard of service to our residents. However, if you think we have failed to provide a satisfactory service, you should make use of our complaints procedure, which is designed to resolve complaints as quickly as possible.
Copies of our complaints policy are available from our offices or online here
In the first instance you should inform the manager at the office where you report your repairs. Minor complaints can be reported verbally. If the matter is more serious we suggest you put it in writing. If you are dissatisfied with the response you receive, you should follow our complaints procedure. If you are still dissatisfied at the end of that, you have a further right to complain to the Housing Corporation.
If you need help in making a complaint we can advise you of independent agencies which can assist you. Independent advice can be obtained from the Citizens Advice Bureau or a solicitor.
In certain circumstances if we fail to meet satisfactory standards resulting in material loss or serious inconvenience, you can apply for compensation. Copies of our compensation policy are available from our office.
