ĐĎॹá>ţ˙ `bţ˙˙˙_˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙˙ěĽÁ @ đż[;bjbjqäqä &ZŽŽ33'˙˙˙˙˙˙ˆ       B!B!B!8z!$ž!TC-śţ!ţ!(&"&"&"&"&"&"Â,Ä,Ä,Ä,Ä,Ä,Ä,$ů-RK0 č, Ű#&"&"Ű#Ű#č,  &"&"ý,%&%&%&Ű#| &" &"Â,%&Ű#Â,%&%&nú*  B,&"ň! Ü­-ůnČB!W$Ä, †,<-0C-", ë0%˛ë0@B,    ë0 B,D&"Lr"6%&¨",Ô"&"&"&"č,č,$B!Í%XB!Bangla Housing Association REPAIRS & MAINTENANCE – ‘A TENANTS GUIDE’ Who is responsible for repairs and Maintenance? We are responsible for the majority of repairs and maintenance in your home. In short, as a landlord/Managing Agent, we are responsible for all the fixtures and fittings that are in your home on the day you move in. This has been decided by legislation and through courts. As a tenant you have the right to expect the landlord’s repairs to be carried out. But you must also carry out your side of the agreement and your legal duties as a tenant. The Association’s duties of Repair and Maintenance Details of the repairs for which we accept responsibility are given in the tenancy agreement. Subject to the conditions given, these include; Structure and Exterior: Drains, gutters and external pipes The roof Outside walls, outside doors, windows and window frames, including painting and decoration. Internal walls, floors and ceilings, doors and doorframes, but not including painting and decoration. Chimneys, chimneystacks and flues. Pathways, steps or other means of access Garden walls and fences. Installations: Basins, sinks, baths, toilets, flushing systems and waste pipes. Electric wiring including sockets and switches. Gas pipes and water pipes. Water heaters, fireplaces and fitted fires and central heating installations. Fixtures: Worktops fitted cabinets and cupboards. Common parts: Common entrances, halls, stairways and passageways. (Please make sure that they are left unobstructed) Lifts, rubbish chutes and lighting (If there is a lift exist) Communal gardens where there is a block of flats. (Please note we do not clean common Hallways and staircases except in purpose built blocks of flats on service charge). The Tenant’s Duties of Repair & Maintenance As the tenant, you are also responsible for various repairs and maintenance. Your responsibilities include: certain small jobs; repairing damage caused by yourself or your family/friends, interior decoration and normally repairs and maintenance to any improvements you have made your self. Tenants are normally responsible for the upkeep of individual gardens. Small Jobs: Tenants should do the small jobs about the place, which a reasonable tenant would do, for example, but not limited to: Oiling locks, hinges and ventilators in windows. Changing fuses, plugs, smoke alarm batteries, light bulbs and fluorescent tubes Clearing blocked sinks, internal waste pipes and drains Window cleaning. Taking frost precautions in winter Keeping damp course and airbricks clear of garden soil and refuse. Fitting and maintaining any domestic appliances provided by you, such as a cooker, fridge or laundry equipment. If you buy a second hand gas appliance please take care. Ask Gas Board for advice. When buying a washing machine take care to ask the supplier whether your flat might only be suitable for cold feed machine. Fitting draught exclusion, providing that the door and windows fit reasonably. We can sometimes arrange for this to be done for you through local voluntary schemes. Fitting your own TV aerials. This should be done by an aerial company. Filling minor cracks. Maintaining and repairing any improvements you might have made. Erecting washing lines and posts. Bleeding radiators and pressurizing the boiler Internal door and window handles Repairing or replacing bath panels if damaged by tenants Replacing WC seat Treatment of pest infestations (i.e. mice, vermin’s, ants, cockroaches etc.) Tenants can take some measures to prevent damage to their home or reduce the likelihood of repairs being required. Any overflowing pipes should be reported immediately to the office. Considerable damage can be caused by allowing pipes to overflow for long periods. Gutters and down-pipes can occasionally be checked during heavy rain to ensure they are not blocked. Any gaps between the edge of the bath and the wall should be reported particularly if a shower is being used. It is a good idea to turn on the central heating for ten minutes, two or three times during the summer to reduce the likelihood of the circulating pump seizing up. Damage to property Tenants are liable for damage to the Association’s property caused by themselves, their families, Guests, and animals. This includes anything resulting from neglect, carelessness or misuse. Although you must put right such damage yourself, we will not wait forever for you to do so. If we have to carry out this work ourselves we will charge you for the cost. We will assume the following to be the tenant’s responsibility unless there are clear and good reasons to the contrary: Drains and waste-pipes blocked by such things as disposable nappies, sanitary towels, plastic bags, cooking fat, beans etc. Wash basins, Wc’s and baths which appear to have been broken through misuse. Fixtures and fittings, including kitchen units which have been moved or misused. Condensation damage caused by deliberately blocked air vents, or by using paraffin heaters or bottled gas heaters. Damage caused by breaking in, when keys have been lost or the tenant has locked himself/herself out. Broken glass How to get Repairs & Maintenance done? It is your job to tell us if anything for which we are responsible needs repairing or maintaining. Your agreement states that you must do this as soon as possible after noticing a fault. Many defects will become worse if left unattended. You can of course ‘store up’ very minor items. To report defect, please telephone or visit the office and speak to your Housing Officer /Assistant who will take the details of your complaint. . When reporting a defect, we advise you to make a note of the time and person to whom you spoke. This can help if there is a subsequent query. Our staff will always identify themselves when asked. Please give us the following details clearly; Your name, address and flat number A description of the fault: what it is, where it is, when and how it happened How we can contact you; your work or home telephone number if you have one, and when you are usually at home. Remember you are obliged to provide access during normal working hours for us to deal with your repair. How long must you wait for Repairs? We will do everything reasonable to ensure that our repairs are carried out quickly and in a satisfactory way. When you report a repair, Bangla will tell you which group the repair fall into and when they are likely to be done. When an order is put out to a contractor we will contact you by phone or letter and confirm that the order has been placed and tell you when the work should be started. In some cases contractor may contact you to make appointment and we expect them to act in a professional manners. Once the work is done, or should have, please let us know if you are happy with the work and if it was completed within our repair response times. This gives us a chance to monitor our repair Service and to check the standard of workmanship. To monitor our repair service we will also Contact tenants to find out if they are satisfied with the work completed. Our resources are not unlimited, so requests for repairs have to be dealt with in order or priority. These priorities, which are explained below, are; Emergency – within 24 hours Urgent – within 5 working days Normal – within 28 working days Emergencies –Target within 24 hours Broken down main street/or flat door /window Leaks leading to flood Gas leak or supply failure Ceiling on verge of collapse Serious roof leaks Complete lack of service from electricity or water supply Blocked drains Blocked WC (where no other WC available) Breakdown of dwelling Security All emergencies will be attended to at the earliest possible moment and the work completed within 24 hours of notification if this is possible. If this cannot be done for any reason the job will be made safe within 24 hours, pending its completion. Please note that it could be necessary to force entry to your flat if a defect in your flat, e.g. a plumbing leak, is causing damage to another property. This would only be done with a member of staff present. Emergency repairs should be reported in the usual way in office hours (9 am to 5 PM). Reporting Emergency Repairs when our office is closed If you have an emergency repair which needs doing when our office is closed please ring our office on Tel 020 8985 1124 and follow the advice given on the answer machine. Please tell your Housing Officer the next day so that any follow up work can be ordered immediately. During bank holidays we may also publish leaflets giving emergency numbers to contact prior to closing our office. Please remember that contractors are under instruction only to carry out emergency repairs, which are ordered in this way. Electrical emergencies (for complete loss of electricity) please contact your electricity supplier, for gas escape contact TRANSCO Tel 0800 111 999 and for total loss of water supply contact Thames Water on Tel 0845 9200 815 . Urgent within 1 - 5 working days Central heating breakdown (between 1st. November to 30th. April, target 2 working days) Leaking radiators Defective locks (including lock replacement following a break-in, but we do not fit bedroom locks) Plumbing repair Entry-phone Lifts Gas fires not working (where no other means of heating) Electrical work Repair to gas fire (if still operational) Lack of hot water Leaking or non flushing WC Repair to handrail to stairs Roofing –minor leaks Blocked gulley Broken window to first floor or above (does not include glazing). If in case of vandalism then a crime number be obtained from the police. Normal – 28 working days Blocked gutter Overflow discharging Repair to fittings Ill fitting doors or windows Broken sashcord Repairs to gates Re-plastering Carpentry Repairs to extractor fans Repair to lights in one room only Defective socket outlet in one room Hinges to door Loose hand basins or sinks Fencing General roofing Any other non urgent repair Please note that these response times are targets and may have to be varied, particularly in the light of the resources available to the Association, or in exceptional circumstances. Finding out about your repair request If you have not heard from us within a reasonable time after the stated response time, you should telephone, write or call in at the BANGLA office. Please speak to the Housing Assistant. S/he will then tell you what is happening about your repair request. Broken appointments If a workman or contractor has broken an appointment with you please let us know without delay So we can deal with the matter accordingly. It is fair for you to expect us to keep our appointments, and we will do our best. Unfortunately a great deal of time and expense can be wasted when tenants fail to keep appointments. If you cannot keep the appointment please contact us to arrange an alternative time. In some cases, tenants may be charged for a call out if an appointment is missed. Non Completion of Repairs If the repair has not been completed in accordance with our time’s scales, we may be prepared to allow you to carry out the work yourself. Please check with us first before proceeding. You are, in any case permitted by law to carry out certain repair’s yourself, provided you follow the correct procedure. Please see the following section on The Right to Repair. The Right to Repair Under the Housing Act 1985 you may carry out certain repairs yourself and be reimbursed by the Association. However, you will need to follow a strict procedure and only certain repairs are eligible. You should check with your Citizens Advice Bureau who will be able to provide you with a booklet. Rechargeable Repairs If you wish, the Association will undertake repairs which are your responsibility but will recharge you for the work. If you wish the Association to carry out such a repair for you your Housing Officer can find out the charge/ price. Please note that this price also relates to repairs, which we undertake to remedy damage caused by tenants or their visitors. Please also note that if a leak from your flat damages your downstairs neighbours flat or contents you will be liable for the cost of repair or replacement. The Association will not finance these items. Tenants Legal Remedies If you believe that the Association has failed to comply with its legal responsibilities concerning repairs you should seek the advice of the Environmental Health Officer of your local Council. S/he has powers under the Public Health Acts to require us to carry out certain repairs. As a tenant you also have legal rights and can obtain further advice from a solicitor, your local CAB or Law center. Advice from the latter two is usually free. Complaints Procedure The association has a complaints procedure for tenants to follow if they believe that it has not complied with its repairing obligations, including in respect to equal opportunities. 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