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Repairs and Maintenance
Gedling Homes manages, maintains and repairs around 3,400 homes in the Gedling Borough
area.
We carry out responsive day to day repairs, repairs to vacant homes
(voids), and servicing to heating appliances.
We also carry out a number of programmes of planned improvements
and maintenance, including bringing homes up to the Gedling Standard
which is higher than the Government’s basic Decent Homes Standard.
Our new Repairs Line number 0300 0300 400 is available 24 hours a day, 7 days a week. This is now available to report both urgent and non-urgent repairs.
Our office hours are 8.45 – 5.15 Monday to Thursday and 8.45 – 4.45 Friday if we need to call at your home to inspect and diagnose any repair issues.
Report a Repair
You can report a repair in a number of ways:
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Telephone number 0300 0300 400.
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Write to our head office at Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham NG4 4AD.
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Drop into our Customer Contact Centre at The Civic Centre, Arnot Hill Park, Arnold, Nottingham, NG5 6LU
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By Fax on 0115 9524975.
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By e mail on enquiries@gedlinghomes.co.uk
Anyone who is
doing work for Gedling Homes will always carry identification. Always
ask to see it. If in doubt, don’t let them in.
If you smell gas
| DO: |
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Turn off the gas supply at the meter |
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Open doors and windows |
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| DON'T: |
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Smoke |
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Use naked flames |
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Turn electric switches on or off |
Call The National Grid's gas emergency service on
0800 111 999
Gedling Homes Online Reporting Form – Click Here
What information will I need to give?
When you report a repair, you will be asked for the following information:
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Your full name and address
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Your name if you are making the request on behalf of the tenant
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As clear a description as possible of the work required
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Information on access to the property
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Any special circumstances, for example, if any of the occupants are elderly or disabled.
Please think
carefully about what access you can provide. Any unreasonable limitations
on access can affect how soon the work is carried out.
Emergency Repairs
All emergency repairs out of office hours should be reported on
the following number 0300 0300 400
This service is intended to provide a fast response where your health
and safety is judged to be severely and immediately at risk or serious
damage is taking place to a Gedling Homes property, e.g. a fast
water leak or burst pipe.
We will respond to emergency repairs within 24 hours. It is often
necessary to do a temporary repair to solve your immediate problem
and any further work that is necessary will be carried out as soon
as possible.
We provide Emergency Repair cover over 24 hours, for 7 days a week,
and for 365 days a year.
This service only covers genuine emergency repairs (some examples
are provided below). Customers are advised that misuse of
the service will result in them being re charged for the call out
and subsequent administration costs.
Emergencies include;
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Burst pipe
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No water supply
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Blocked foul drain (possible recharge)
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Blocked toilet (only one in property) (possible recharge)
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Insecure door or windows
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Water leak/burst
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External door/window insecure
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Broken window/external door (possible recharge)
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Ceiling leaking (water penetration)
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Tiles slipped/Loose or hanging
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Dangerous brickwork
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No heating at all
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No electrics
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No lights in kitchen, bathroom or stairwell
Providing Access
If you have made arrangements to allow access when reporting the
repair, please make sure you keep to them.
Please remember that Gedling Homes’ employees and contractors always
carry identification. Please ask to see it before giving access
to your home.
If no one is at home when the contractor calls to carry out a
non-urgent repair, they will leave a card.
If you report an emergency repair we ask that you remain in the
property until a contractor has been able to gain entry. If you
are out and we have to gain entry to prevent serious damage to the
property then it may be necessary for us to gain entry via a court
order.
Protecting Your Belongings
In order to protect your belongings you should:
Make sure the contractor has access to the area in which the repair
is to be carried out. This will involve your removing any of your
fixtures or fittings, such as fireplaces, shelves and cupboards.
Take reasonable precautions to protect your personal belongings,
for example, by lifting and refitting loose laid carpets and moving
items of furniture. (If you are elderly or disabled and cannot make
other arrangements to do this, then help may be given).
Your Repair Responsibilities
What are my Repair Responsibilities?
You are responsible for:
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The costs
of putting right any damage to your home that has not been caused
by fair wear and tear.
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The internal
decoration of the property and are to keep it in good decorative
order.
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Repair or
renewal of plug and chain to bath, wash basin and sink.
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Repair or
replacement of WC seats.
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Replacement
of light bulbs, plugs and fuses.
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Plastering
minor cracks in internal walls and ceilings
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Refitting
doors after laying carpets
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Releasing
windows stuck after internal painting
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Sweeping
flues used by solid fuel appliances. (Gedling Homes sweeps them
once a year but you need to have them swept more frequently).
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The replacement
of door locks and keys, where keys are missing or locks deliberately
damaged.
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Any items
fitted by a previous tenant and accepted by yourself on taking
over the tenancy.
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Any alterations
or improvements which you have made to the property
If you want to make any improvements or alterations to your home
you must first ask permission by writing to us at Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham NG4 4AD.
Do not start any work unless you receive written consent from us.
Gedling Homes’ Repair Responsibilities
We will maintain homes in reasonable repair including:
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We will keep
in repair the structure and exterior of the Property (and Communal
Areas). Particular items include but are not limited to:
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The roof,
outside walls, outside doors and window frames;
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Drains, gutters
and external pipes;
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Internal
walls, floors and ceilings;
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Chimneys
and chimney stacks;
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Boundary
walls, gates and fences if they exist at the start of the Tenancy
or are later erected by us;
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Paths, passageways
and alleys owned by us;
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External
decoration;
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Lifts and
equipment in communal areas;
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Cleaning
communal areas where we make a service charge.
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Repairs Inside
the Property
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We will keep
the following items in repair and proper working order:
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Installations
in the Property for the supply of water, gas and electricity.
This includes gas and water pipes, electrical wiring and sockets;
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Installations
provided by us in the Property for sanitation. This includes
sinks, basins, baths, showers and toilets;
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Installations
provided by us in the Property for heating and hot water.
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The above lists exclude alterations which have been done by
you.
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We are not
responsible for carrying out any works or repairs which are
required as a result of damage caused by you. If you do not carry
out the repairs we may do the work and charge the costs (including
any administration costs) to you.
How Long Will Repairs Take?
| Job Priority |
Priority Description |
Response Times |
Priority E
Emergencies |
- Remove serious
health and safety risks
- Restore essential
services
- Prevent serious
structural damage to your home
- Make your
property secure
- Overcome
serious inconvenience
- Prevent immediate
damage to your property
- Restore main
services, such as heating, water and drainage
- Remove possible
health and safety or security risk
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4 hours |
Priority A
Urgent |
- Any repair
that affects your comfort but is not an emergency
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24 hours |
Priority B
Routine |
- Work where
there is no immediate inconvenience or danger
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7 days |
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Priority C |
- Work where
there is no immediate inconvenience or danger but
should not wait for programmed maintenance
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28 days |
Priority D
Non-essential repairs |
- Work which
is non-essential which will be completed on a schedule
of programmed works, where appropriate or on an
individual basis
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99 days |
Planned Maintenance
In addition to responding to your requests for repairs, we have
a programme of Planned Maintenance. This will mean that you will
have to wait longer for larger repairs, which will be programmed
into contracts and tendered competitively but it does reduce the
demand for responsive maintenance as well as ensuring that we get
value for money within the service we provide.
Tenants, through consultation, will be involved in the development
and approval of these programmes. In addition to responsive and
planned maintenance, we will continue to improve the facilities
and amenities available in your homes through investment schemes.
The types of repairs we include in a planned maintenance programme
are;
Window and door replacement
Re-pointing
Kitchen/Bathroom replacement or refurbishment
Footpaths
Fencing
Damp Proof Courses
Re-wiring
Roof work
Replacement of heating systems
The planned maintenance work is programmed using information from
our ‘Stock Condition Survey’, which enables us to target the most
appropriate areas needing improvement.
Information is also fed into the planned maintenance work when it
is identified that a routine repair should be included in a programme,
(A ‘patch’ repair would be carried out in the meantime.) This will
only be done when it proves cost effective to do so.
We will ensure that all available resources are used to provide
value for money through planned maintenance programmes.
Planned Maintenance will be prioritised in the following order:
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External
Fabric - Wind and Watertight
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Basic Standards
of fitness, legal obligations, Health and Safety issues,
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Preventative
Maintenance, Security.
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Energy Efficiency
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Improvement
We also promise to:
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Seek tenants’
opinion when developing new programmes of work.
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Provide adequate
notice of the proposed schemes to those involved in planned
projects
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Consult and
advise those tenants involved in Planned Maintenance projects
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Provide reasonable
support and assistance where required
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Keep tenants
informed on the progress of works
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Take all
reasonable steps to preserve the Health and Safety of tenants
during the works
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Cause the minimum disturbance to the property
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Be courteous
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Please bear
in mind that if the weather is very bad causing our contractors
difficulties in carrying out some types of work, you may experience
a short delay. If this happens we will explain what is happening
and why, and when work can be expected to start again
External Painting and
Repairs
We aim to visit your home every five to six years to carry out external
painting and associated repairs, as appropriate.
However these programmes are also dictated by the ‘Stock Condition
Survey’ and are tendered as Planned Maintenance contracts.
Any rotten/non-serviceable windows will be replaced with PVCu double
glazed windows.
All remaining joinery will be painted in accordance with the Repairs
and Maintenance Policy.
Will I Be Charged for
Any Improvements or Repairs?
You may be recharged for the cost of repairs where the repair is
needed because either
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You, a member
of your family or a visitor to your home have caused damage
to your home that would not be considered ‘fair wear and tear’.
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You have
neglected your home.
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You have
carried out unauthorised work or had unauthorised work carried
out by someone else acting on your behalf.
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You or someone
acting on your behalf has damaged any part of your home for
which we are responsible (including electrical, gas, water or
plumbing services) whilst carrying out DIY work (including decorating).
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You have
reported a problem with your gas or electricity supply and the
cause of the problem is a pre-pay meter which has run out of
credit.
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Your pet
has caused damage to your property
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We have to
gain access for you to get into your home because you do not
have a key to get in.
Home Accidents Can
Be Avoided if a Few Simple Guidelines are followed
a) Electrical Safety
Electricity can be perfectly safe as long as you use common
sense and treat it with respect. If you have any concerns please
call us on 0300 0300 400
b) Gas
If you smell gas, extinguish all cigarettes and do not ignite
matches, or use any other naked flame or electrical equipment,
i.e., light switches. If you have any concerns please call us on
0300 0300 400
c) Fire
Fire is one of the major hazards in the home. Always be aware of
fire hazards and never leave children alone in the house.
Key points
to remember to avoid starting fires:
Apart from the
normal domestic needs you must not store in bulk flammable liquids,
gases or solids for burning.
Always change gas cylinders or refuel oil and paraffin heaters in
open air. Do not smoke while doing this
d) Water
In the case of an emergency, such as a burst pipe, make sure that
you know where to find your stopcock to turn of the water supply
at the mains. It is often, but not always, under the sink.
Gas Heating and Appliance
Servicing.
We will service your gas heating system every year to check that
it is operating efficiently and safely. This service is very important
and we will inform you when your service is due. You must arrange
to be in to allow the service to be carried out. We can also give
you advice on the effective and efficient use of your system.
Electric and solid fuel systems will be checked when you report
repairs. Remember it is your responsibility to ensure that that
chimneys are swept regularly in cases of solid fuel systems.
Standards and quality of work
We expect our contractors to carry out repairs without causing too
much disruption or nuisance and they should leave your home clean
and tidy. To check the quality and appropriateness of repairs, we
carry out regular inspections on a sample of all reported and completed
repairs. We will also give you a pre-paid satisfaction card once
the job has been completed. We would be grateful if you could complete
the card and return it so we know if you are pleased or not with
the service.
If you feel work that has been carried out that is not up to standard,
we want to know. Please call us on 0300 0300 400 or alternatively e mail us on
enquiries@gedlinghomes.co.uk.
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