Repairs and Maintenance

New Service Providers for Wealden Tenants

Please note the following changes to service provision for Wealden tenants...

Requesting a Repair to Your Council Home or Communal Area

How to report a fault and request a repair to your council home or communal area

Which repairs are you responsible for?

Information about which repairs and maintenance you are responsible for and which the Council are responsible for.

Grounds Maintenance and Cleaning Contracts Feedback

You can help us to improve the standard of the work carried out by the grounds maintenance and cleaning contractors by submitting your comments using the grounds maintenance and cleaning contract  online feedback forms.

You can also contact the grounds maintenance contractors' ISS Knowledge Centre (customer support) on 0845 270 300 or email them lisafindlay@uk.issworld.com.

Repairs the Council are responsible for:

We are responsible for keeping in good repair the structure and exterior of the premises, examples include:

Systems providing heating, gas, electricity and water in your home including:

• heating systems, water heaters fitted by the Council
• fires fitted by the Council (if beyond repair the fire will not be replaced)
• electrical circuits, sockets and switches
• internal pipes, baths, sinks, basins, toilets and showers (installed by Wealden District Council)
• other appliances we put in and own (such as communal television aerials and door entry systems)
• annual servicing of Council gas appliances

Exterior of your Home:

• external paint work
• chimneys, chimney stacks and flues but not including sweeping
• drains, gutters and outside pipes
• roofs, external walls and floors
• windows
• paths and steps
• fences, walls and gates erected and owned by the Council

Interior of your home:

The Council is responsible for the following interior repairs due only to natural wear and tear. We are not responsible when damage has been caused through misuse.

• walls
• floors and ceilings
• plaster work
• doors and door frames
• door fittings - locks, handles, hinges and letter boxes
• windows and window frames
• kitchen units and bathrooms

Communal area and facilities:

• lifts and entry phone systems
• shared entrances, halls, stairs and passages
• painting the inside and outside of shared areas
• parking arrears and any other shared area

Repairs and maintenance you are responsible for:

• insuring your possessions against loss, damage or theft
• changing locks following loss of keys, fitting additional locks or cutting keys
• gaining access if locked out
• washing lines (unless communal ones)
• floor coverings
• internal painting and decorating of your home
• setting heating controls, attempting to relight boilers and bleeding radiators (if you live in sheltered housing you should speak to your scheme manager)
• solid fuel heating - following the manufacturer's instructions to ensure the system runs safely
• keeping air bricks and ventilators clear
• sweeping chimneys - at least twice a year by a professional chimney sweep
• replacing strip lighting tubes, light bulbs, fuses, starter motors for strip lights, plugs for baths, sinks and basins
• treating household pests
• maintaining private gardens, hedges and fences you have erected
• repairing, servicing and maintaining your own improvements, fixtures and fittings
• repairing damage you have done to the property, fixtures and appliances
• clearing rubbish from the property and the garden
• glazing, unless the breakage is the result of an incident and a Police crime number can be supplied
• good housekeeping - i.e. tightening screws, oiling hinges, changing tap washes, cleaning windows
• clearance of blockages caused by your neglect

You are responsible for keeping the property clean and in good decorative order. You are also responsible for any repairs caused by neglect, misuse or wilful damage by your household or visitors.

If the Council carries out repairs due to damage or misuse you will be charged.

If any of these responsibilities are difficult due to disability or age we will try to assist - please call the Housing Customer Services team on 01323 443322.

How do I report a repair and what information is needed?

Listed below are the ways you can report a repair. If you live in sheltered housing you should report all repairs directly to your scheme manager.

When you report a repair please have the following information ready so we can deal with your request quickly and efficiently:

• your name
• your address
• contact telephone number - please have your landline and/or mobile number ready for us to record
• details of the repair
• details of when someone is available at home so the repair can be carried out or an appointment made

Ways to report a repair:

1. Via the website: Using Request Repairs to Your Council home form
2. By telephone: Monday to Friday between 8.30am and 5.30pm call the Housing Services Customer Services team on the number below. If you need to report a repair out of office hours call our Lifeline Service on 01323 410051.
3. By post: Write to Housing Services Repairs Team at the address below.
4. By fax: During office hours you can fax the Housing Department on the number below.

What happens when I report a repair?

Your repair request will be logged and passed to one of our repair contractors. We will send you an acknowledgement card which will tell you when the work will be done by and which contractor will do the work.

Our ability to complete your repairs quickly does depend on us being able to have access to your home. Please note that the contractor has until the target date to complete the works.

For emergency works:

• Contractors will come out as soon as possible so that the problem can be dealt with quickly therefore, appointments are not made.
• We will need to know how you can provide access to your home.

For other works:

• Our contractors will write or telephone you to arrange a convenient appointment.
• If you cannot keep to the arranged appointment please let the contractor know as soon as possible so the appointment can be re-arranged.
• If you are out when the contractor calls a card will be left at your home advising you that they have tried to gain access and giving you the number to call to re-arrange the appointment.
• If you fail to keep a pre-arranged appointment with a contractor you can be charged for the contractor's abortive call.

Before the Contractor arrives:

If you are able to, clear the work area as much as possible this will help the contractor and will prevent any accidental damage to your belongings.

All our contractors carry identification - please always check it before letting anyone into your home. If you are unsure whether the person is a genuine contractor do not let them in - call us to check.

Contact the Housing Customer Services team if the repair is not completed on time or if you are not satisfied with the standard of the work. We will investigate your complaint to find out why things have gone wrong.

What is the Right to Repair?

The Right to Repair (RTR) scheme sets out by law, repairs likely to affect your health, safety or security that the Council must carry out within specified times.

Examples of repairs covered by the scheme include:

• unsafe power or lighting sockets or electrical fittings
• leaking roof
• toilets which won't flush (if there is no other toilet in the property)
• blocked toilet, sink, bath or basin (if caused by negligence we may charge)
• leaking from a water or heating pipe, tank or cistern
• loose or broken banisters or handrails

If these repairs are not carried out within the time limit given on the repairs acknowledgement card, please contact the Housing Customer Services Team on 01323 443375. We will issue another repair request and you will receive a second acknowledgement card and time limit.

If the repair is still not carried out by the second time limit you should write to your Housing Officer to explain the situation and claim the compensation due to you. Compensation is £10 plus £2 per day for every day you wait to a maximum of £50. However if you already owe the Council any money we can take away the amount you owe from your compensation.

If the repair has not been done as the contractor could not gain access because you have not kept to a pre-arranged appointment to do the work we will not have to pay you compensation.

We can also charge you for the contractor's abortive call.

Please let us know what you think of the Repairs Service

Your views matter - when your repair has been carried out please complete the satisfaction card to let us know what you think of the service. Post the card back to us - it's free post so no need to add a stamp.

Your feedback - good and bad helps us to look at ways of improving the service in the future.

Gas leaks

If you smell gas you must act urgently as you are at serious risk.

You should immediately call Transco on Freephone 0800 111999 to report the leak.
Also call Wealden District Council on 01323 443375 (office hours) or 01323 410051 at other times - as your landlord, we need to be informed.

• Turn off all gas appliances
• Do not smoke
• Do not use naked flames
• Do not turn electric switches on or off
• Make sure that you open doors and windows to get rid of any gas
  We will need to gain access to your property to deal with the leak.

Energy Efficiency

Every time we switch on a light, turn up a thermostat or cook a meal we use energy. By controlling our energy use we can reduce the amount of "greenhouse gases" which contribute to global warming.

The average household can cut at least £100 a year off it's fuel bill without losing warmth or comfort by using energy efficiently and effectively.

For leaflets and information on how to be energy efficient contact the Energy Efficiency Hotline on 01323 443321

Solid Fuel Heating Systems

If you have a solid fuel heating system - coal or wood burning, you need to follow the instructions in the manufacturer's operating handbook.

If you do not have a copy of the handbook contact the Housing Services Department on 01323 443322 to obtain a copy.

Following the maintenance instructions will help to ensure that the system operates safely and that carbon monoxide (which is highly dangerous) does not build up.

Ensure that you:

• Clean the appliance in accordance with the manufacturer's handbook.
• Get the chimney cleaned and swept at least twice a year by a professional chimney sweep.
• Empty and check the ash can every day to prevent ash or soot building up.
• Keep vents and airbricks clear.
• Always use the right fuel.

Carbon monoxide alarms can be purchased from most DIY stores.

Condensation

Condensation happens when warm moist air meets a cold surface such as a wall or window. This may create damp patches on window cills and mould which can damage clothing, decoration and curtains. It is often mistaken for penetrating damp but by taking precautions condensation can be reduced.

• Mould can be treated by washing the area affected regularly with diluted bleach.
• Keep rooms well ventilated - opening windows even briefly helps stop condensation.
• Do not dry clothing on radiators.
• Do not use paraffin or bottled glass heaters.
• Keep the kitchen and bathroom doors shut and open windows to ventilate.
• When cooking keep lids on pans.
• Tumble dryers need to be vented to the outside.
• Ensure that appliances are not leaking.

Can I carry out Alterations or Improvements to my home?

Before carrying out alterations or improvements to your home you will need to obtain our written permission. If we refuse permission we will explain why. You have the right to make improvements to your home by paying for the work - this could include installing a new bathroom or kitchen or outside painting.

You will also need to check whether you need planning permission before the work starts.

If these improvements or alterations later need to be maintained you will be responsible for the maintenance costs.

If your alterations cause damage to the property, which has to be made good after you leave the property, you will be charged. When decorating your home you should ensure that any materials or finishes you apply are easily removed to ensure that the original surface can be restored.

If I carry out improvements do I qualify for compensation?

If you move out after making improvements you may be entitled to compensation for the improvements you have paid for. You must apply for compensation when your tenancy ends and check whether the improvements are eligible.

To claim you will need to provide the Council with the bills for work done. Compensation will depend on the work you have done and how long ago the work was carried out.

Can I install a Satellite dish?

Before installing a satellite dish you must check the regulations with your Housing Officer on 01323 443363. You will also need to get written consent from the Housing Services Department.