The following is a list of response times for different types of repairs.

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1 Helpsheet 35 Repairs response times The following is a list of response times for different types of repairs. Please be aware that any list will miss out some possible repairs. In allocating priorities to repairs not on this list Hanover will use the following definitions, which were suggested by the Housing Corporation (now replaced by the Tenant Services Authority). Emergency Repairs to be completed in 24 hours A defect which puts the health, safety or security of the tenant or third party at immediate risk, or which affects the structure of the building adversely. Urgent Repairs to be completed in A defect which is not an emergency or routine repair Routine Repairs to be completed in Defects that can be deferred without serious discomfort, inconvenience or nuisance to the tenant or third party, or the long term deterioration of the building and can wait for the next convenient maintenance visit Issued on behalf of: Hanover Housing Association - an Exempt Charity, Industrial and Provident Society No R, Homes and Communities Agency No. L0071, Registered Business Name Hanover Housing Group; Registered Office: Hanover House, 1 Bridge Close, Staines TW18 4TB. 1 H35.4 Issued November 2015

2 REPAIR PROBLEM There is no heating at all, or the lounge heater is not working An individual heater is not working There is no hot water There is a suspected gas leak or fumes from a blocked flue. CO detector activation. There is no gas supply Insulation to a pipe or tank is damaged HEATING TIMESCALE FOR COMPLETION OF REPAIR between October to April Temporary heating if the repair cannot be completed within 24 hours 7 days between May and September 2 hrs (Transco response time) PLUMBING There is no water There is a burst water main or flooding The toilet will not flush There is a leaking toilet pan or waste pipe The toilet cistern/flush mechanism is not working properly 2 H35.4 Issued November 2015

3 There is a serious leak from a pipe, valve or tank, or burst pipe or tank There is a minor pipe, valve or tank leak The overflow pipe is constantly dripping or running water A tap or stopcock does not turn off The stopcock is hard to turn (24 hours if causing a health and safety risk) ( in high risk KITCHEN & BATHROOM FITTINGS A cupboard door, drawer unit or worktop is damaged or broken Some glazed tiles are cracked The toilet seat is broken New bath panel is needed The sink or washbasin is cracked The washbasin is loose on the wall The bath, shower-tray or shower hose/ head is damaged or faulty ( or in high risk ( or if leaking or a health and safety risk) ( or in high risk ( in high risk 3 H35.4 Issued November 2015

4 The toilet pan or cistern is cracked ( if leaking or a health and safety risk) DRAINS A manhole cover is missing or broken The toilet is blocked Water is coming back up through the plughole/toilet/outside drain The main drain is blocked An individual drain, sink, basin or bath is blocked A rainwater drain cover is broken GUTTERING A gutter is blocked A gutter or drain pipe is damaged ( in high risk ELECTRICS There is no power, or there is a major electrical fault All Lights in the property are flickering Outside or communal lights are flickering Faulty or overheating switch or socket, light point or fuse board 4 H35.4 Issued November 2015

5 Minor electrical faults There is a security problem affecting an outside door or window, for example: it cannot be closed or locked Glazing to a door or window has been damaged There is a security problem affecting an internal door or window A door or window needs reglazing A handle or hinge needs replacing, but no security problem exists A door or window is sticking Door stop, frame or skirting is loose DOORS & WINDOWS (to make safe) Draught seals need replacing Letter box, door knocker or door numbers need replacing A door is damaged or broken A window sash fastener is broken, or refer to planned work programme Window beading is damaged A garage door is faulty or damaged ( in high risk 5 H35.4 Issued November 2015

6 There is severe dampness There are serious cracks in the walls. (It is the resident s responsibility to repair minor plaster cracks) Redecorate following a leak, dampness repair or other works carried out Floor coverings are damaged, e.g.: damaged floor tiles The floor structure is damaged, e.g.: rotten wooden planks A dado rail, picture rail or skirting is damaged A stair tread, hand rail or banister is damaged Rendering is damaged or faulty Hanging wall tiles/upvc cladding needs repair The mortar between bricks has crumbled near doors and windows and the brickwork is now defective Replace damaged air vents or brick WALLS, FLOORS & STAIRS (for inspection and repair, or refer to planned work programme) OUTSIDE WALLS ( in high risk 6 H35.4 Issued November 2015

7 There is a major roof leak There is a roof leak Tiles or slates are loose, broken or missing A flat roof needs patching Roof boarding is damaged or rotten A fence or gate is damaged A fence or gate needs replacing Paving is a trip hazard ROOF (to make safe) FENCING & PAVING (repair only) Refer to planned work programme (repair only) The emergency alarm system for the whole estate has failed The emergency alarm system is faulty Smoke detector not working The (Hanover) TV aerial is faulty (communal or individual) ALARM SYSTEM 4 hrs TV AERIALS 7 H35.4 Issued November 2015

8 The property is infested with rats, mice or other pests, and a serious health and safety risk exists Otherwise PESTS LIFTS The lift is not working The entry phone is not working An adaptation is loose or damaged and is a health and safety risk There is offensive or racist graffiti There is other graffiti Our let table standard describes the works we carry out to empty properties and within the first of a new resident moving in. Please ask to see a copy. ENTRYPHONE ADAPTIONS GRAFFITI NEW LETTINGS 8 H35.4 Issued November 2015