Tenant's responsibility (repairs and maintenance)
Internal decoration
You must keep the interior of your property in good and clean condition and to decorate all internal parts of the property as often as is necessary.
Reporting disrepair
You must report to the Association promptly any disrepair or defect for which the Association is responsible in the property or the common areas.
Access
You must allow the Association's employees or contractors acting on behalf of the Association access at reasonable times and subject to reasonable notice to inspect the condition of the property or to carry out repairs or other works to the property or adjoining property. (The Association will normally give at least 24 hours' notice but more immediate access may be required in an emergency.)
How to report a repair
We rely on you to report any faults promptly and to provide access to our contractors to ensure that the repair may be undertaken within the agreed timescales.
You should report any repair needed during office hours of 09.00hrs to 17.00 hrs Monday to Friday on 01730 263 589.
If you experience a fault requiring Emergency Action Out of Hours you should call 01295 724222. Need to change number This will connect you to an emergency service where the problem will be assessed and appropriate action taken.
In the event of a suspected Gas Leak you should call National Grid on 0800 111 999 who will make safe the fault inside your home.
Categories of repairs
There are 3 main categories of repair and each category has a time target for that repair to be completed.
1. An Emergency Repair is defined as one which is unforeseen and poses a direct threat to the health or safety of persons or serious damage to the property. Emergency Repairs will be done within 24 hours to make safe the situation and allow full repair to be carried out in normal working hours.
Examples of Emergency Repair work are:
- Severe roof leaks
- Total loss of electrical power
- Unsafe electrical work
- Burst pipes
- Blocked foul drains
- Dangerous structures
- Flooding
- Loss of heating and hot water involving health risk, for example
- elderly persons
- people with special needs
- families with small babies
If a contractor is called out to deal with a repair as an emergency when an emergency repair is not justified, then you are liable to be charged for costs involved.
2. An Urgent Repair is one which significantly affects the comfort or convenience of the resident and would normally be completed within seven calendar days.
Examples of Urgent Repair work are:
- Partial loss of electrical power or light
- Unsafe power socket or light fitting
- Partial loss of heating or hot water
- Blocked or leaking drains
- Toilet blocked or not flushing
- Blocked bath, sink or basin
- Leaks from taps, pipes or tanks
- Leaking roof
- Insecure external door, window or lock
3. All other internal or external repairs of a non-urgent manner are categorized as Routine Repairs and would normally be completed within three weeks.
Our contractors will contact tenants to make appointments to carry out the repair. This is normally by telephone, so it is important that the Association has your current telephone number. It is important you respond to any voicemail or carded messages to make an appointment since the repair order may be cancelled if the contractor is unable to make contact with you.
It is also important that any confirmed appointment is kept as missed appointments may result in a charge to the tenant.
Annual gas servicing
Liberty Group carries out annual servicing of the gas boilers. This is a legal requirement, carried out for YOUR safety. You must make every effort to co-operate with the contractor to allow access for the work. This will ensure the safe operation and efficient function of your boiler.
If you should feel drowsy in the vicinity of the boiler or any gas appliance and/or suspect a problem with the boiler or any gas appliance, you should immediately open windows to air the room and report the problem for inspection.
Condensation
Higher levels of insulation double glazing and improved sealing of properties has increased the incidence of condensation in properties. This is often perceived as damp. Condensation occurs when the moisture present in the air comes into contact with a cool surface.
In order to combat the likelihood of condensation it is recommended to keep the heating running continuously at a low temperature to allow the building structure to absorb heat. Intermittent bursts of heating will create cold areas in the property which will encourage condensation.
Condensation may be minimised if you;
- ensure good ventilation and air circulation
- use extractor fans where fitted
- fit an external vent kit to a tumble drier
- do not dry washing indoors
Cyclical maintenance works
Cyclical works are those which are carried out on a regular program and would, principally, be external redecoration. Repainting, re-staining, window maintenance, etc. generally are carried out at 3, 4 or 5 year cycles.
Bath water leaking?
- Are electrics affected?
- Where is the leak?
- What is effected
- Hot or cold supply pipe?
Before you contact us:
- If the water is near electrics do not touch.
- Stop leak causing more damage.
Shower not working?
- What type of shower is it?
- What is happening?
- Do you have hot water in the rest of your home?
- Can you see a make or model on the shower?
- What is causing the shower to be blocked?
Before you contact us:
- If it is your own shower this is your responsibility
- If electric check power is switched on
- If lime scale is the problem use descaler fluid which can be bought from a supermarket or DIY shop.
WC leaking or not flushing?
- Where is the leak?
- Is affected part loose, cracked or broken?
- Is it your only WC
- Is the handle moving properly?
- Is the float still working?
Before you contact us:
- Try and stop the leak and any damage it is causing
- If serious, turn off water at stopcock and gate valves from cold water tank.
- Has the water authority said that water would be going off?
- You can use a bucket of cold water to flush until the flush is mended.
- If cistern is not filling, lift lid and see if anything is stopping the float from working.
No hot water?
- What heats water?
- If electric are other electrical facilities working?
- Are heating controls set correctly?
- Is room heating still working?
- Do you have alternative source of hot water?
- Do you have a hot water cylinder?
Before you contact us:
- If gas, check time clock controller is set for hot water and timer is set correctly.
- If electric is there a power cut? Are neighbours affected?
- If coin or credit meter, has it run out of credit?
Radiator leaking?
- Radiator leaking?
- Where is leak coming from?
Before you contact us:
- Try and stop leak causing damage
- Turn radiator valve off?
Storage header defective?
- How many heaters are affected?
- Where are they?
- What appears to be the problem?
- Can you see a manufacturers name and model number?
Before you contact us:
- Make sure heater is turned on at socket?
- Check thermostat is set correctly
