CAPÍTULO II: MATERIAL Y MÉTODOS
2.4. Técnicas e instrumentos de recolección de datos
29 Online at
8
www.towerhamletshomes.org.ukRepor ting a repair –( 0800 376 1637 or 020 7364 7070 30
A–Z of looking after your home
After the service, we will give you a copy of the gas safety certificate for your peace of mind. If a problem is revealed, we will tell you what repair is needed and when someone will come to fix it.
Gas safety
Gas appliances that are not working correctly can produce poisonous and deadly fumes – never block up any air vents in your home. We recommend that you fit a carbon monoxide alarm.
If there is a strong smell of gas, or you think there might be a leak, contact National Grid Emergency
on0800 111 999immediately. ● Going away – frost precautions
To avoid burst pipes or water leaks when you are going away, please remember to: ■ turn off the main stopcock;
■ turn off any immersion heater;
■ turn down your central heating controls and leave your heating on low for a few hours a day to avoid pipes freezing; and
Online at
8
www.towerhamletshomes.org.uk 31A–Z of looking after your home
● Home improvements
We are happy for you to improve your home but please ask us first before you start any work. We will normally agree, but if we say no, we will give you the reason why in writing. You don’t need our
permission to decorate.
Don't forget you may need planning permission. You can get advice about planning and building control by contacting Tower Hamlets Council on 020 7364 5009.
● Keeping you safe
When someone calls to inspect or carry out your repair always ask to see and check their
identification. All our repairs staff carry identification and we can also provide you with a password for your peace of mind. If the person can’t produce an identity card, do not let them into your home. Contact us straightaway on 0800 376 1637, or call the Police. Your safety is important to us and we will investigate all calls about bogus callers.
● Laminate flooring
Before you install laminate flooring, please check with your Neighbourhood Housing Team whether it’s right for your home. This type of flooring can cause noise nuisance to your neighbours if you live in a flat, and we may ask you to remove it if the sound insulation is insufficient. Laminate flooring can also cause problems if we need to repair your home and you will be responsible for lifting and refitting the flooring if a repair is needed.
● Major construction works
We make improvements to hundreds of homes each year and we want our neighbourhoods to be somewhere you can be proud of. Major construction works are programmed on a rolling basis to make sure homes and estates are kept up to a good standard. We use our stock condition survey to prioritise
Repor ting a repair –( 0800 376 1637 or 020 7364 7070 32
A–Z of looking after your home
works with residents. Works include: external repairs and decorations; new energy-efficient boilers; lift upgrades and replacements; better security through new door entry systems, CCTV and lighting improvements, as well as upgrades to footpaths and roads.
We will send you a letter before any major construction works start that will affect you, such as a lift being replaced or a new door entry system installed. We will not usually write to you about some of the smaller regular jobs, such as clearing gutters and drains.
When we write to you, we will also give you the opportunity to meet the people carrying out the works, ask any questions about the project and, wherever possible, give you choices on what we do.
● Moving out of your home
If you are moving out of your home, please leave the place clean and tidy. Please take all your furniture and belongings with you. Clear up any rubbish and leave fixtures and fittings behind. These are things like kitchen cupboards, the bathroom suite, light switches and door handles. If you don’t, we will charge you for removing things you’ve left behind, clearing up rubbish, and repairing or replacing fixtures and fittings.
● Out of Hours Service
Our Out of Hours Service ‘signposts’ customers to service experts, particularly where a specialist response is needed, such as homelessness or environmental health, or to the emergency services – Police, Ambulance or Fire Brigade.
Please remember we only provide a ‘make safe’ service for emergency repairs reported out of hours and we are only able to respond where the emergency poses genuine danger to residents or property. All follow up repairs will usually be completed the next working day. Special arrangements are in place
Online at
8
www.towerhamletshomes.org.uk 33A–Z of looking after your home
to help vulnerable residents during the Out of Hours period. If in doubt, please call the Out of Hours Service on 0800 376 1637.
● Repairs you pay for
If you damage your home, cause disrepair by neglect, or ask us to fix a repair you are responsible for, you may have to pay for it (charges include administration fees and VAT).
These types of repairs include changing locks, replacing broken windows, unblocking sinks or toilets, repairing damage caused by leaking washing machines and call outs if a repair isn’t needed.
We will also ask you to pay if you misuse the Out of Hours Service to get a non-emergency repair that should be completed during normal working hours.
When we carry out a repair you pay for, you can expect us to let you know how much the repair will cost, ask you if you want to go ahead with it, and if you agree, arrange an appointment for the repair to be carried out. You can pay for these types of repairs using the chip and pin machine at your local One Stop Shop.
● Right to Repair
We aim to provide a great repairs service and to carry out repairs when we say we will. For some urgent repairs costing less than £250 you have a Right to Repair. The deadlines for these types of repair depend on how urgent it is. We will tell you when you report your repair whether it falls into this category and your rights to appoint someone else and compensation if we don’t start your repair on time. You can claim £10 compensation if we make a repair appointment with you and we don’t turn up.
● Smoke and carbon monoxide detectors
We recommend your home is fitted with a smoke detector and we usually install these whenever we rewire a home. We also recommend that you invest in a carbon monoxide detector if you have a gas supply. You should conduct regular checks to make sure that its working properly.
The London Fire Brigade provide free home fire safety checks and smoke detectors. To find out more, or to book an appointment please call 0800 028 44 28 or email [email protected]. ● TV aerials
Some homes have communal TV aerials and we are responsible for repairing these. This will include upgrades for the digital switchover. If your home has its own TV aerial or a satellite or cable system these are your responsibility to repair.
● Vulnerable residents
Our Repairs Helpline staff will always try to help if you are vulnerable because of age, medical health, disability, mental health or if there are children under 5-years-old. We consider the needs of your whole household.
Although some repairs are the responsibility of the tenant we carry out all repairs for tenants over 60 and disabled tenants (in receipt of Disability Working Allowance, Disability Living Allowance, Severe Disability Allowance or Incapacity Benefit). We will prioritise repairs for tenants who are vulnerable and make sure they are completed quicker.
We will also support people experiencing domestic violence, anti-social behaviour or any hate incident where there is a need for extra help with repairs to improve safety and security.
We will take account of your household needs and tell you if you qualify for extra help when you report your repair.
A–Z of looking after your home
It is important that you know where important services are located in your home. Knowing where these things are can help keep you safe and minimise damage if there’s an emergency. Please make a note of where these are in the box below.