Helping us to Help you

Helping us to help you - identifying your repairs needs

If you contact us to tell us about a repair request:

• Try and identify what the problem is.
• The more information the better - such a size, quantity, colour, location and nature of problem.
• Please remember that we may need to inspect some repairs before ordering them.
• As well as your name and address, please, if possible, give your telephone number and details of any special needs you may have
• Please remember the contractor will only carry out the repair we have ordered.

HOW TO HELP US TO IDENTIFY YOUR REPAIR NEEDS

Electrics

Please tell us...

• Have you, in the case of light failure, checked the bulb?
• Does the problem affect one room, if so which one?
• Were you using a particular appliance at the time of the power failure and, if so, have you checked the plug fuse?

Please remember, care should always be taken with electrical equipment and fittings. Problems, such as flickering lights and overheating sockets, should be reported without delay.

Baths and basins

Damaged sealant between the bath and the splashback tiles will attempt to prevent water seeping through.

Please tell us...

• Is the problem with the sink (in the kitchen) or a wash basin (in the toilet or bathroom)?
• What exactly is the nature of the problem (e.g. blockage, leak, crack etc.)?
• If there is a leak on a supply pipe, is it the hot or cold one?
• If the sink is blocked, what type of trap is it and have you tried to unblock it?
• How did the damage occur?

...what you can do yourself

All wash basins are fitted with a trap. Many have a bottle trap, which can easily be cleaned if a blockage occurs.

To clean a bottle trap, unscrew the base cap by hand and clean it out. Before unscrewing it, make sure both taps are turned off and a bucket, or similar receptacle, is placed underneath to catch water and debris. When replacing the cap make sure it is tightly fitted.

Extra care should be taken not to damage or lose the rubber sealing ring as this will cause the trap to leak after cleaning.

Toilets

Pease tell us...

• Is the pan cracked, or are any pipes or joints leaking?
• Does the toilet leak when it is flushed?
• If the toilet will not flush, are there any broken parts which you have noticed from looking inside the cistern?
• Has the water supply been turned off?
• How did the damage occur?
• Do you have a second toilet in your home?

Overflows

Please tell us...

• Which overflow is causing the problem (e.g. from the toilet, cold water tank)?
• Where does the overflow discharge (e.g. outside)?
• Is the overflow running continuously or not?
• If you do not know which overflow is causing the problem, please tell us the position of the overflow on the outside wall.

...what you can do yourself

You can take temporary action whilst waiting for your overflow to be repaired by tying the float in the cistern in the up position, thus closing the ball valve. This will shut off the water supply to the cistern.

Windows and doors

Please tell us...

• Was the damage the result of forced entry?
• If so, have you informed the police?
• Is there any damage to the frame, locks or door furniture?
• If the door will not close properly, has it been recently painted, or does it show signs of warping?
• If a glazed panel is broken, what type of glass it is and how was it broken?

Water Service

Please tell us

• If you have a leak, can you see where it is, (supply or waste) and which item or equipment is affected?
• How serious is the leak and is it the hot or cold supply?
• Are your electrics affected?
• If your water supply has been shut off it may be necessary to turn off your heating appliances.

...what you can do yourself

Some items of equipment may have their own isolation valves, so that the water supply can be turned off without affecting the rest of the supply. If this is not the case you may be able to turn the relevant supply pipe off at the gate valves on the pipes coming out of the cold water tank. This will leave you with some services, even though it might only be cold water to the kitchen tap.

It may be necessary to turn off your main stop valve. You should know where it is situated and it is wise to test it twice a year. To do this, first shut it off and then open it fully. Then close it slightly by turning it back towards off by half a turn.

Cupboards

Please tell us...

• Which item needs repairing?
• Which room is the unit or cupboard in?
• What colour is the broken part?
• If handles are broken, what type are they?
• How did the damage occur?

Walls and ceilings

Plaster problems

• A bulging ceiling may need early attention and should be reported as soon as possible.
• Plaster flaking off walls and/or ceilings could have several causes. Usually an inspection will be necessary, to find the cause and best remedy.
• Many buildings experience some minor movement, which can cause plaster cracks. In reporting these, try to be specific on such things as location and the extent of the crack.
• Cracked or fallen rendering on external walls should be reported, giving as much detail as possible.
• If you are reporting loose, broken or missing tiles, such as in bathrooms, tell us how many are missing or need re-fixing, their size and colour.

Damp and condensation - The signs of damp and condensation are often similar. The following section will help you to decide if your problem is caused by damp or condensation and will help you to do what you can to resolve some common problems yourself.

Damp

Types of damp

• Damp patches on ceilings may be caused by leaking plumbing equipment or rain water penetration.
• Damp penetrating from outside will appear only on external walls. Penetration may be apparent near windows or close to gutters or rainwater pipes.
• Try to establish whether the damp appears only when it rains or all the time.
• Rising damp is caused by water from the ground penetrating damp courses. Signs including peeling wallpaper, lifting floor tiles and discoloured patches on lower walls.
• Mould on walls can often be wiped clean but should be reported if it becomes serious.

Condensation

This is caused when moist air reaches a cold surface. The moist air is often caused by washing and drying clothes and cooking.

Condensation is often accompanied by black mould, which can affect walls, ceilings, window frames as well as your clothes, bedding and decorations.

How to reduce condensation . what you should do

• Try to make sure there is low constant heat in your home.
• Try to make sure there is ventilation in each room. Open windows. Close the kitchen door when cooking and cover saucepans.
• Try not to use paraffin/liquid gas heaters.
• Dry damp clothes outside.
• Vent tumble dryers to the outside.
• When running a bath - run the cold water before the hot. Afterwards, open the window and shut the door.

Central Heating problems

Please tell us..

• What type of fuel does the system use (e.g. gas, electricity, solid fuel or oil)?
• If it is a problem with the radiators: -
  (1) Is it all the radiators
  (2) Is the radiator completely cold? (it maybe warm at the bottom but not at the top)?
• Does your heating system also provide hot water and if so, are you without both services?
• Have you checked the thermostat or fuses?

All heating problems

Please tell us...

• Have you any alternative means of heating (or of obtaining hot water if affected)?
• Are there any people with medical needs or very young or elderly people within the household?

Heating your water

Please tell us

• How is your water heated (e.g. gas, electricity, solid fuel or oil)?
• Do you have any hot water coming through any of the taps?
• Is the water cylinder hot?
• Do you have an alternative method of heating water in your home?
• Do you have any other water supply problems?
• Are there any people with medical needs, or very young, or elderly people within the household?

GENERAL ADVICE

Oil central heating

• Remember to check oil levels in your tank at regular intervals.
• Remember to check that the oil indicator is working correctly. Failure to do this may result in damage to your tank for which you could be charged.
• Oil tank monitors are available from your fuel supplier.

Gas card meter

Ensure you have a credit on your meter.

Asbestos

If you identify or believe there is asbestos in your home, you must notify us before interfering with it or disposing of it.