- Salix Homes
Contents
1. 9 Metal window is not opening or closing properly One Call 0800 218 2000 Handy Hints This section provides advice that will help to prevent damage to your home or your personal possessions and reduce the risk of injury This section provides you with important information regarding what is in your home general advice to help keep your home safe and secure hints on what to look for before you report a repair information to allow you to identify and prevent possible emergencies and advice which will help you in an emergency Care of your home General advice This section provides you with Regular cleaning and checking can help maintain your home and prevent faults occurring Doors ease hinges and locks with a little lubricating oil Gas appliances have they been serviced or had a safety check We will carry out a service and safety check on your gas appliances once each year Gullies clear gullies of any leaves or debris Gutters and downpipes are any leaking or blocked Heating has the system been serviced Stop taps and gate valves check you can turn them freely See diagrams overleaf www salixhomes org e Taps remove limescale from taps with a descaling solution or vinegar e Waste pipes clean through your basin sink or bath wastes with a suitable solution from a DIY or general store e Windows clean windows and wipe down sills to remove2. One Call 0800 218 2000 salix h mes releasing e S the potential Download your free smartphone app now We have a smartphone app which provides support for key customer services issues such as rent repairs and ASB The app is a free download for iPhone and Android users and you can use it fo e Report repairs and anti social behaviour any time day or night e Keep up to date with news and events at Salix Homes e Set rent reminders e Budget living costs and much more To download your free app visit the App Store or Google Play and search for Salix Homes www salixhomes org One Call 0800 218 2000 naa ee
3. One Call 0800 218 2000 It is your responsibility to maintain and repair your cooker unless it is owned and provided by us If you are disposing of or renewing your cooker it is your responsibility to have the old cooker disconnected and to have the new one connected properly This work must be carried out safely by a qualified electrician lf a cooker outlet or terminal box is fitted the connections must be made at that point If your electric cooker stops working make sure e the cooker switch is in the on position e the cooker trip switch is on in your fuse box see page 55 for more information and e you have checked there is credit on your meter or that your bill has been paid If part of your cooker is still working for example the cooker rings the problem is with the oven so you will need to have it tested Do not use the oven if there is a fault Call us to report the fault on 0800 218 2000 Cooker fittings OFF OFF i e COOKER SOCKET L y Cooker power point Electric cooker Cooker connector www salixhomes org Electrics advice and general information Keep a torch handy in case you have a power cut Before you report a repair if all of your electricity goes off e check you have credit on your meter or that your bill has been paid and e see if there has been a power cut by checking if the street lights are on lf there ha
4. condensation Valves and storage tank SS Stoptap Cold water storage tank Gate valve Overflow pipe Hot water vent pipe Gate valves on feed pipes Rising main Rag covering overflow Compression joint Seal Unscrew here Unscrew here to clean to clean Bottle trap P trap Plunger One Call 0800 218 2000 Avoiding blockages Flushing objects waste or substances down the toilet or drain often cause blockages This includes nappies baby wipes cooking fat sanitary towels paper toys and air fresheners You may be charged for the work if we clear a blockage caused by any of these objects General advice Blockages to waste pipes are usually caused by a build up of fat grease tea leaves or hair in the waste trap The trap is located underneath the basin sink or bath and it always holds some water This stops air or foul smells coming up the drain however waste material can build up and cause a blockage Traps can easily be unblocked by unscrewing the joint and cleaning them out Before you unscrew the trap place a bucket underneath to catch any water To keep your wastes flowing freely regularly pour a kettle of boiling water down them to clear any fat or grease that may have built up Please do this carefully to avoid injury from the boiling water If you do try to clear waste pipes and traps use a suitable product available from
5. 2 N o N Z oe O t U lt q gt L tL 2 Extractor fan is not working 4 Stack is blocked 5 Gully grate is broken or missing 6 Gully surround is broken Gully is blocked What is the fault and its number What is the fault and its number One Call 0800 218 2000 LIGHTING What is the fault and its number E a 1 Light bulb holder Gey with flex is broken 3 Bulkhead fitting is broken hz 2 Lights are not 2 working 5 Ceiling switch W is broken 4 Light bulb holder fitted to ceiling is broken 6 Fluorescent fitting is broken Tungsten fitting is broken One Call 0800 218 2000 SOCKETS SWITCHES amp POWER What is the fault and its number 1 Switch is broken 2 Socket is broken a ae pb 3 Power is not working 4 Water has leaked onto electrics www salixhomes org 1 Plaster on ceiling is damaged 1 Wall tiles are broken 4 Plaster is cracked 5 Plaster on wall is damaged 6 Plaster around fitting is cracked FLOORS WALLS amp CEILINGS 2 Quarry floor tiles are broken 5 LU 2 Skirting is loose N A are Floorboards are damaged One Call 0800 218 2000 3 Skirting is broken 3 Vinyl floor tiles are broken What is the fault and its number Q 2 z po C O E m 2 Q i ppl z www salixhomes org GAR
6. Electric plugs and fuses Electric wiring sockets and switches Electrical appliances for example oven or kettle Entry systems Exterior or rendering Fascia Fencing Fires gas Floor finishing Floorboards Foundations Garages or outbuildings Garden clearance and maintenance Gardens y v lt 8 q lt lt lt L S Rechargeable if due to misuse Unless provided by Salix Homes Unless provided by Salix Homes Unless provided by Salix Homes Unless provided by Salix Homes Only if under Salix Homes ownership www salixhomes org a ae as Gates Glazing Gulley surrounds grids and grates Guttering Immersion heaters Inside banisters Inspection chambers Key replacement Kitchen fittings and worktops Light bulbs Lighting pendants Locks and ironmongery sem Maintaining washing j a Ili i a _ machines dishwashers tumble dryers and associated plumbing Bey K LLL Witt lt lt lt v A i i ae Lee eee oe we eee ee ae Unless provided by Salix Homes Rechargeable if due to vandalism or damage by members of the household or visitors A police crime reference number should be provided by you to avoid being recharged Unless provided by Salix Homes Unless in a communal area Unless provided by Salix Homes y Sete One Call 0800 218 2000 a fus Tou ecopi
7. a qualified electrician Trip switches can operate for various reasons including e an overloaded circuit for example too many appliances being used at once e faulty or misused appliances for example cookers and extension leads e unclean cookers or toasters e overtilled kettles e faulty immersion heaters and e light bulbs blowing If your lighting stops working check the trip switches marked lights are switched on If any are off switch off the main switch usually the red one at the end reset the circuit breaker and switch the main switch back on Check to see which light has blown If your sockets stop working unplug all electrical appliances switch off the main switch usually the red one at the end reset the circuit breaker and switch the main switch back on Go around the house plugging the appliances back in until you find the one with the fault www salixhomes org If an appliance is faulty do not use it You may need to have it replaced or repaired by a qualified electrician Warning never tamper with the electricity supplier s fuse meter or seals Electrical fuses Fuse board Consumer unit Trip switches Circuit breaker Electrics lighting It is your responsibility to change pull cords light bulbs fluorescent starters and tubes If possible do this during daylight and make sure the light switch i
8. anti clockwise direction and to a maximum of one turn You should hear a hissing noise which is the air escaping www salixhomes org e As soon as water starts to appear turn off the bleed vent by turning it in a clockwise direction do not over tighten e Turn on the central heating and recheck the radiator lf your immersion is not working check that all the controls are switched on If you use off peak electricity to heat your water check to see if Some central heating systems are sealed therefore after removing the there is a booster switch that can be used temporarily air from your radiators the system will need re pressurising Sealed central heating systems can be identified by a pressure gauge o Showes on the central heating boiler or on the system How to re pressurise your sealed system Full instructions on re pressurising your system can be found in the Before you report a repair user s manual provided with your boiler however here is a standard Please check which type of shower you have before you report a guide problem Electric showers usually have a pull switch nearby and there Turn off the boiler are lights or indicators which show that there is power If none of these e Find your filling loop usually on the pipework underneath the Ere resi S OLON EEES ONEN boiler See diagram below Unless installed by us it is your responsibility to maintain and repair e Connect the filling loop if n
9. damaged www salixhomes org N a o m N Lay L O au U T Q Las N O Z gt a i q z What is the fault and its number 5 Step is loose 1 Concrete path 6 Step is damaged is damaged 2 Tarmac path is damaged Paving slab is loose or uneven 3 Stone coping on wall is loose Paving slab is broken 4 Brick coping on wall is loose 9 Clothes post is damaged or missing One Call 0800 218 2000 1 Chimney pot is damaged or missing 2 Metalwork on roof is damaged or causing a leak 3 Plain tiles are loose Ridge tile is loose 4 Plain tiles are broken or missing pen 9 Ridge tile is broken 5 Slates are loose S or missing 6 Slates are broken or missing Flat roof is leaking Concrete verge is cracked or broken What is the fault and its number Flush handle is damaged 9 Cistern is not refilling 10 Cistern will not flush 1 Overflow pipe is broken 3 Handrail is loose N Cistern is overflowing 2 Plastic cistern is damaged 12 Cistern is loose 4 Handrail bracket is loose I 5 Toilet seat is broken or missing EDN I I y 7 OE 13 Small joint at back of pan is leaking Large joint at back of pan is leaking 4 L TT 2 Nosing is broken Pan is broken 15 Pan is loose on 5 Balustrade is damaged timber floor 6 Pan is blocked Pan is loose on 6 Newel post is damaged co
10. most DIY stores Do not use caustic soda as it destroys modern plastic fittings lf the blockage is in the soil stack or main drain it will need to be cleared by Salix Homes www salixhomes org Unblocking a basin sink or bath To unblock a basin sink or bath waste you will need e a bowl e ajug or cup e arag or dishcloth e a plunger and e rubber gloves Wearing the rubber gloves at all times you will need to e bale out most of the water into a bowl using a jug or cup until the sink is half full e wet the rag and hold it tightly over the overflow opening see diagram on previous page e place the plunger over the plug hole and e pump up and down rapidly until the blockage clears Unblocking a toilet To unblock a toilet you will need e a bucket e a bowl or jug e a plunger and e rubber gloves Wearing the rubber gloves at all times you will need to e remove some of the water into a bucket using a bowl or jug and pour it away in the outside drain if the pan is full e push the plunger to the bottom of the pan e pump up and down rapidly about 10 times This creates a pressure vacuum which may shift the blockage e pour water from a bucket into the pan and see if it clears e if necessary repeat this process several times until the toilet flushes normally and e thoroughly wash your hands and all equipment after you have finished If the fault cannot be rectified call us on 0800 218 2000
11. to report an emergency repair contact us on freephone 0800 218 2000 and we will help with any emergency requests you may have Emergency repairs are those that pose a danger to you or others or where your home may be damaged if action isn t taken straightaway lf you re not sure if you have an emergency on your hands call Salix Homes We ll only be able to attend if it s a real emergency www salixhomes org What happens next Once you ve reported a repair this is what happens a If we need access to your home we ll make an appointment so we can inspect or carry out the repair We ll make sure this is a convenient time for you For non emergency repairs the following appointments are available e All day e Morning or afternoon e School run 10 30am to 2 30pm e Evening appointments Monday to Thursday subject to availability Spm to 7pm e Saturday mornings subject to availability Bam to 12pm b If your repair is an emergency no appointment will be made Instead a repairs contractor will respond to your call within two hours and the repair will be completed within 24 hours c We may make a further visit to you if the repair is extensive or if parts need to be ordered d Confirmation of your repair and any appointment will be made at the time of your report or if this is not possible will be sent to you in the post You ll be given a job reference number which you should keep If you have any fu
12. when you leave the property and e Clearing out properties before you leave this includes removing any possessions you may have left in your old property One Call 0800 218 2000 What are my rights Your rights are listed in the Government s A Better Deal for Tenants Your Right to Repair scheme available on the Department for Communities and Local Government website www communities gov uk It says we must give you a date for expected completion of the repair lf the work isn t done in this time you may be able to ask for a different contractor to do the job If a second contractor is also late you might be entitled to compensation depending on the type of repair Large improvement schemes Some maintenance work is part of a larger scheme involving your home and a number of other properties These schemes may include replacing roots upgrading heating systems and replacing windows and door frames lf your property is part of this kind of scheme we ll give you full details of the work before we start You may also be given choices about colours and styles We ll discuss it all with you in advance Access for repairs It s a condition of your tenancy agreement that you give us and our representatives access to your property for inspections and repairs We ll normally give you reasonable notice of 24 hours except in the case of an emergency like a burst water pipe If you don t give us access we may have
13. you ve made to your home when you move out This is under the terms of the Government s A Better Deal for Tenants Your Right to Compensation for Improvements There are some additional important points to remember If you arrange for work to be carried out you re responsible for making sure no damage is caused to your home If damage does occur you ll have to have the work put right or pay us to do it for you One Call 0800 218 2000 Dealing with condensation Condensation can be a problem and can cause mould to grow The good news is there are some simple remedies to help Try these e Open a window or put the extractor fan on when you re cooking using a washing machine or a tumble dryer e Don t use paraffin or bottled gas heaters e Keep your home reasonably warm when it s cold outside e Let plenty of air circulate in your home e Keep kitchen and bathroom doors shut and keep these rooms ventilated when in use e Don t dry clothes on radiators e Mop window sills regularly If you still have problems take these steps e Wipe down your walls and window frames with a fungicidal wash to kill and remove the mould e Use a fungicidal paint to prevent mould recurring Don t put ordinary paint or wallpaper on top of this Remember the only way of avoiding severe mould is to prevent dampness occurring in the first place Questions If you have any questions about a repair issue we re here to help
14. 0 218 2000 Heating electrical A majority of electrical heating systems operate on some type of off peak tariff which is generally available throughout the night The heaters are usually charged up overnight and store the heat ready to be released at other times depending on how the controls are set Once the stored heat is fully released the heater will charge up again the following night You must make sure that the controls are set according to your needs Before you report a repair check that the controls are switched on and set to what you need If you find that the controls are incorrectly set or switched off reset them Remember The heaters will only charge overnight so it is important that you wait until the next day before you report the repair lf after waiting there is still a fault call us on 0800 218 2000 Heating radiators Air in radiators can be a common fault but it can easily be put right lf the radiator is cold at the top and hot at the bottom you will need to bleed it Some central heating systems are sealed therefore after removing the air from your radiators the system will need re pressurising See next page for more information How to bleed your radiators e Turn off the central heating e Insert a radiator bleed key into the bleed vent See diagram on next page e Hold a cloth underneath the bleed vent to catch any excess water e Undo the bleed vent in an
15. 0800 218 2000 E Telephone freephone 0800 218 2000 local rate for mobile phones 0161 909 6559 Website www salixhomes org Email enquiries salixhomes org Ends on Acs n AL salix h mes releasing eee the potential Includes Easy To Use Diagrams To Help You Report a Repair If you smell gas Tenants and repairs information e Open doors and windows Schaar EEN E IA E E EE cond e Check ifthe gas has been left on if it is not lit or if a pilot light has ano a cc scucncacnccorcocanccananocrenn 6 gone out Happy with the Service c ccccscsscsccesssesesscsesesececscscssecscevsvsesesesevevevseeeees 7 e Turn off the gas at the meter see diagrams below How long will my repair take to fix o oo ee eeeeeeceeseeteeseeneeneeneeneeeeeeens 7 9 l As E Make sure you re NOMe eessessesssisssressssresrissrissressressresrrssrissrrssrrseresrrss 9 e Don t operate anything electrical including lights sockets or phones AOO IN caisson ean seed ass oon sags ied apse pada enc cena ese ae 10 e Don t smoke or use naked flames Call US if you need US jccisisrcsccveasianiaceerinis dain nsraeeamas 10 Call National Grid on 0800 111 999 from outside your home as using Aisha you help US oe E PEENE E T 1 a phone inside could cause an explosion ie eo sg nes E E E A ss aa What are my TIONIS oeeicsoieeneankne rd 17 Large improvement SCHEMES 0ccccccesccesscceseccesseeesse
16. AGES What is the fault and its number 1 Up and over metal garage door needs repair 2 Up and over metal garage door is loose 3 Lock to up and over metal garage door is broken 4 Spring to up and over metal garage door is broken 5 Access to garage is needed One Call 0800 218 2000 GUTTERS What is the fault and its number 1 Gutter is blocked 2 Gutter is leaking 3 Gutter is broken or missing 4 Downspout is blocked 5 Downspout is damaged AA i Sat y C g w Ij ey ea ree a Ii G v DCA 10 HEATING What is the fault and its number 1 Boiler control is faulty 2 Radiator valve is damaged 4 Radiator is loose Gas fire is damaged beyond repair 6 Gas fire is loose 5 Wall heater is damaged beyond repair Heating is not working properly 9 No heat Water leak One Call 0800 218 2000 HOT WATER What is the fault and its number 1 Boiler is not working properly 3 Jacket to cylinder is damaged or missing 5 Cylinder is leaking 6 Water leak No hot water www salixhomes org Catch is brok Unit is 1 Catch is broken E Aa 1 Closer on top of door in property is broken KITCHEN UNITS 2 Hinge is broken LOCKS amp FITTINGS 3 Drawe
17. drains e Gas escapes e Electrical faults if hazardous e Major leaks or bursts e Broken glazing This is responded to as an emergency but it may not always be possible to re glaze your window on the same day if you report the repair after 2pm or if a new double glazed unit is required In these cases we ll board your window until the repair can be completed www salixhomes org e Toilets that don t flush when there is only one toilet in the 4 Low priority repairs property These are jobs that are routine repairs or replacements and will be e Total loss of electrical power completed within 40 working days e Total loss of water supply These are regarded as low priority because there is no immediate threat e Insecure external window lock or door lock to people s safety or to the structure of the building Most often these 2 Right to repairs jobs are the result of a fixture or fitting reaching the end of its working life These repairs will be completed within three working days of being reported Typical examples of these types of repairs are These are some examples e Loss of electrical power to part of your home e Manufactured joinery including doors and frames that need to be made e Loss of water supply to part of your home e Toilets that don t flush where there are two toilets in a property e Blocked sink bath or basin e Taps which can t be turned e A loose or detached banister or handrai
18. e items or equipment Keep children and adults off scaffolding around your home The only people authorised to use that scaffolding will be Salix Homes employees or sub contractors Park vehicles away from work areas where they will not obstruct access or risk being damaged Ensure that a person over the age of 16 is present for an operative or inspector to enter your property Which repairs are my responsibility Some repair jobs around the house are your responsibility It s down to you to take good care of your home Tasks to do yourself include unblocking a sink keeping your garden free of litter and making sure your pipes don t freeze in the winter www salixhomes org Salix Homes repair responsibilities a e s Back boilers Baths Brickwork Ceilings Central heating pipes radiators timer and thermostat Chimney stacks or pots Chimney sweeping Choked waste to bath basin sink toilet and shower Cisterns Clothes poles Communal area to flats Cookers Cupboards kitchen Damp proof course Doors communal areas i CALS A Si a SS LILII TLE Unless installed by you Annual unless required more offen Providing an initial attempt to clear has been made by you Unless provided by Salix Homes a auma nmm Omm m E One Call 0800 218 2000 a fus fou eecopions Downpipes rain or soil stacks Drain blockage Driveways Electric heaters
19. eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee eee STOW CM an EENE E E ET EE E AEE EAEE E EEE 63 Other inf ti Gas leaks e eoeoeveeveeveeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee eee 20 EST eeepc ete ccc tee pe dette ey EE E AE E 21 One Call 0800 218 2000 How do I order a repair Does something in your home need fixing This guide outlines what you need to do Most repairs are free and don t worry if there s a charge we ll make sure you know about it in advance The first thing to do is report the repair You can do this in a number of ways e Call Salix Homes on freephone 0800 218 2000 local rate for mobiles 0161 909 6559 You can also use a Salix Homes Free call point e Online at www salixhomes org e Using Salix Homes smartphone app This can be downloaded at the App Store or Google Play e Report the repair at our offices at Hankinson Way or Diamond House Give us as much information as possible about the repair and tell us how to contact you during the day so that we can make an appointment to visit your home For your security and peace of mind we ll ask you if you d like a password This can be any word of your choice Only our employees and partner companies will know this password and you should make sure they quote it before you let them in your home Emergency repairs You can report emergency repairs at any time on any day of the year If you need
20. eesecessesesesenses 17 Bii Access for repoirS eeeeeeeeeeesresiesriesrissrissrrssresrresrresrissrrssrrsnrrsrresrrss 17 What if want to make my own improvements c ccccceseeeeeeees 18 Dealing with condensation cece ccc ccescceesscceseccessecessecessesessesenseeenaes 19 Ques TONS erer EE E E EE 19 Repairs in your home INEGI ON penei EE EEE EEEE 20 EOI IMIG arepa orscccsctacvancsiceannes lt qacecaacentascancciaunacsinessaiacemastarencaeas 21 Basins and S NkS ensesensnseessissississrississrisrissrssrrsrissrrsrisrrrsrrsrrssn 22 23 Pame ana SNOW eo EE E E 24 25 lll DOOS eea R 26 27 DANOG O a E E EE EA E OE AES 28 E E E A EA N AEE E eset 29 31 Floors walls and ceilings 0 0 0 eee cece cecccessecessecesseeessecessesessesesseserseeenses 32 aiiin e EE EE A A E rete ote ees 33 6 0 6 lt o ERE err EEE AE E E S 34 C10 2 e EE E E E E E E A E ees 35 Heating and hot Water ccc cecccecsccessecessecesseccessceesseeesseeetseeens CIS TAINS eraa a E AE AEAEE E anno eens me Locks and fittings ow a MALLE fa Al dih auma ooun mm aan ete Shida cha One Call 0800 218 2000 fi a www salixhomes org e Utside of the proper 1 eoeoeeeeceeceeoeeoe eee eeoeeo eee eee eeoe ee eee eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee Roofs e eoeoeoeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee eee ee ee 13 Stai 44 airs E E E E E eee loilet AS o1e t
21. he manual to find out the correct fuse to use We do not supply plug tops If a plug top is missing or damaged it is your responsibility to replace it If the fault cannot be rectified call us on 0800 218 2000 www salixhomes org yy P a B N What to do Common electrical fittings Frozen pipes e Turn off the water at the main stoptap e e Gently thaw the pipes with a hair dryer or hot water bottles e lf the hot water system is frozen turn off the water heater Single socket Double socket Fused spur Burst pipes e Turn off the water at the main stoptap e Turn off any water heaters K e Turn on all your taps to drain water from the system This may take oe about 15 minutes e When the water stops running turn all your taps off e lf electrical fittings are getting wet do not touch them Turn off the electricity at the consumer unit or fuse box See page 55 for more Switched fused spur Plug top Cartridge fuse information e Call us to report the fault on 0800 218 000 Frozen or burst pipes General advice 4 Pipework and valves e Know where your mains stoptap is located It can be found where the water pipe enters the house This would usually be under the kitchen sink a downstairs toilet or at the side of the chimney breast e Know where the gate valves for the hot and cold water tanks are located The
22. is seeping 3 Tap will not turn between bath and wall on or off SS 4 Tap is loose 5 Taps are broken 7 Panel is loose 8 End panel is damaged nol Waste is leaking 9 Side panel is damaged m Waste is blocked 12 Trap is broken One Call 0800 218 2000 SHOWERS What is the fault and its number 2 Electric shower is broken 3 Water is seeping between shower and wall 1 Shower is blocked 4 Shower switch is broken www salixhomes org 1 Single glazed pane is broken 2 Double glazed i 2 Architrave is loose ouble glazed pane is broken 3 Architrave is damaged INSIDE DOORS 4 External door will not open A or close properly 4 Frame is loose 5 External door is sticking 5 Frame is damaged FRONT AND BACK DOORS Architrave is loose 9 Architrave is damaged Flush door is damaged Water is penetrating beyond repair around door frame n Frame is loose 12 Frame is damaged 6 Threshold is loose Threshold is damaged or missing 6 Fire door is damaged beyond repair 3 Weatherboard is damaged or missing What is the fault and its number What is the fault and its number One Call 0800 218 2000 1 Manhole cover is not opening or closing properly 1 Mains smoke detector is not working 2 Manhole cover and frame is loose DRAINAGE N amp O t U LLJ m m Lis Se O
23. l e Minor leaks to any plumbing appliance e Roof leaks e Overflows running from toilets or tanks e Replacement of PVCu frames e Paths e Uneven flagging if this does not pose a trip hazard e Pointing to brickwork e Roof work if the roof is not leaking e Plastering repairs e Wall tiles e Kitchen and bathroom repairs or replacements 3 Non urgent repairs These repairs will be completed within 10 working days trom being Make sure you re home reported These are minor repairs that are not urgent but if left for too long could cause damage or problems We need to have access to your home so we can complete repairs in Typical examples include the timescales given If we can t gain access we ll leave a card and you Loose basin will need to contact us again to arrange a new appointment time For Loose taps quick repairs please try and be in for our first visit e Loose toilet bowl or pan e Guttering repairs e Hot water cylinder requiring replacement e Immersion heater fittings e Repairs to external doors and locks where there is no security risk One Call 0800 218 2000 www salixhomes org Staying safe How to identify Salix Homes repair staff Your safety is always our first concern When our staff or contractors arrive at your home they ll have an identification card to show you so you know who they are This card will carry their job title their photograph and their co
24. mpany logo Make sure you check this carefully before you let them in to your home If you gave us a password when 1 you reported your repair ask them m to quote this If you have any doubts about ed letting someone into your home salix h s mes call us immediately so that we can te confirm they are who they say they are Call us if you need us We understand that if you are elderly or disabled some jobs may be difficult for you to do If this is the case please don t worry Call Salix Homes straightaway on freephone 0800 218 2000 and we ll do our best to arrange for this work to be done for you One Call 0800 218 2000 How can you help us Keep your repairs and inspection appointments or advise us as early as possible if you are not going to be available for them Treat our employees as you expect to be treated yourself by not abusing them face to face or over the phone if things do not go quite the way you expected them to We will not tolerate abuse of our employees under any circumstances and it may offend you further if we refuse to complete your work because of it Follow safety advice and instructions given to you by our employees Keep young children and animals away from employees and work areas while repairs are taking place and don t allow them to play with any equipment Where possible clear access to work areas and remove items that may be in the way especially delicate or expensiv
25. ncrete floor 3 Ceramic cistern is damaged What is the fault and its number What is the fault and its number One Call 0800 218 2000 1 Gate valve is broken 1 Clear glass is broken WINDOWS 2 Obscure or patterned glass is broken WATER SERVICES 3 Water pipe is leaking 2 Stopcock is broken 4 Unidentified water leak Hi 3 Georgian wired glass is broken MOE VE 1 aye He I lt Bakke 4 BALLA ye 4 Glazing bead is broken or missing timber window ee VS pine eae BES Wee ZN 5 Putty is broken or missing Ury r 5 lt AN 6 Clear double glazed unit is broken Obscure or patterned double glazed unit is broken 5 Cold water tank is overflowing 6 Cold water tank is leaking What is the fault and its number What is the fault and its number One Call 0800 218 2000 WINDOWS What is the fault and its number 1 Silicone sealant around window is damaged 2 Pointing around frame is damaged 3 Draughts around window Lock to PVCu window is damaged m Locking handle to PVCu window is damaged 6 Hinge to PVCu window is damaged 4 Casement fastener is damaged or missing Hinge to timber window is damaged Casement window is not opening or closing properly 5 Casement stay is damaged or missing
26. ons Making good damage caused by you member of household or a visitor Overflow pipes Painting outside Paths to communal areas or front and back doors Paths to garden Plaster Roof tiles and slates Sheds Sink base units Sink drainers Skirting boards Smoke detectors Stairs Taps Tenant alterations and improvements TV aerials Vents Wash basins L S LS a lt ESES v Unless provided by Salix Homes Unless provided by Salix Homes Unless communal www salixhomes org a oe ce Waste plugs and chains to baths and sinks Water heating supply J Unless water board s aeie suply v responsibility Window frames and S furniture Which repairs will have to pay for If a repair in your home is the result of neglect or damage accidental or otherwise you ll be responsible for putting it right and paying for it This includes damage caused by any members of your household as well as by your pets or visitors Rechargeable repairs lf the repair presents a health and safety or security risk we ll carry out the repairs for you but you will have to pay the cost These are called rechargeable repairs If a repair has been caused by vandalism you need to report the incident to the police and get a crime reference number Tell us this number when you report the repair Rechargeable repairs include e Lost keys and broken windows e Alterations made by you that have to be removed
27. ot already connected your shower e To fill slowly turn the handle of the filling inlet valve to the on Please also check position Water may be heard entering the system or boiler e the shower pull switch to see if it has been switched off e As water enters the system or boiler the pressure gauge will start accidentally If damaged it is your responsibility to change the to rise shower pull cord but not the switch and e Continue to fill the system or boiler until the gauge is showing e the shower head to see if it is blocked If not kept clean and clear between 1 bar and 1 5 bars See diagram below this can cause problems with the water flow e Turn the handle of the filling inlet valve to the off position If your fuse box is fitted with circuit breakers or trip switches check that the one marked shower is switched on If it is not on switch off the Radiator boiler filling loop and pressure gauge main switch usually the red one at the end reset the circuit breaker and switch the main switch back on P Filling inlet valve Immersions and showers S 5 ve X Boiler filling loop Immersion Pressure gauge on central heating boiler I e e oOo a O unn Booster switch Hot water cylinder Electric shower Pull cord A rr
28. r will not open or close properly 4 Drawer is broken 5 Drawer runners are broken 9 Water is seeping between 3 Closer needs adjusting worktop and wall 4 Closer on top of door in communal area is broken 12 Bolt is broken el lel ea l HHE a Worktop is damaged 5 Letterplate is faulty 6 Cupboard door is broken Cupboard door will not m Worktop leg is broken open or close properly What is the fault and its number What is the fault and its number One Call 0800 218 2000 www salixhomes org LOCKS amp FITTINGS What is the fault and its number 3 Mortice lock with 1 Handles are broken handle is broken 2 Mortice latch is broken 4 Mortice lock without handle is broken Keys to Yale type lock need replacing 6 Yale type lock is broken Yale type lock needs repair 9 Keys to Euro profile type lock need replacing One Call 0800 218 2000 GATES amp FENCING What is the fault and its number 1 Timber gate will not open or close properly or needs repair 4 Timber gate post is broken 5 Concrete gate post is broken 2 Gate catch is broken or missing Metal gate is damaged aaa haa 3 Fence paling is broken 6 Chainlink fence is loose BOXXX KK be tet I IRL Timber fence is damaged KKX A Ua DOOP Ls A TIRE a 7 amp 235 e Ey ee O eee 9 Timber fence boards are
29. rther questions about your repair quote this number so that we can respond quickly to your enquiry e If you have a routine repair we ll ask one of our partner contractors to contact you and agree a convenient time for the work to be carried out One Call 0800 218 2000 Happy with the service Tell us and you could win 50 We want you to be tully satisfied with the repairs service we offer you For this reason our repairs contractor will ask you to fill in a quick customer satisfaction survey following your repair You can do this right away and hand it back to the repair contractor or you can complete it later and send it to us in the pre paid envelope provided Your feedback means we can create the best possible repair service for you This is your chance fo tell us what you think Even better your survey will be entered into our monthly prize draw giving you the chance to win 50 How long will my repair take to fix We want to take care of your repair quickly and efficiently To do this we need to prioritise your repair under a category These are the categories and the timescales we follow to fix repairs 1 Emergency repairs We ll visit your home within two hours of you reporting an emergency repair and we ll fix the repair within 24 hours Emergencies are repairs that create a danger to residents or may cause damage to a property These are typical examples of emergency repairs e Blocked or fractured
30. s turned off before you start If you are not sure turn off the circuit at the fuse box See page 55 for more information Light bulbs and fluorescent tubes can get hot while they are switched on so be careful and let them cool down before you touch them Make sure you use a suitable pair of steps to climb up to light fittings If a lighting point is not working or a light is flickering switch it off and do not use it You may need to have it replaced or repaired by a qualified electrician One Call 0800 218 2000 If you have any table or upright lamps use them to light up a passageway or corridor Call us to report the fault on 0800 218 2000 Common light fittings Starter Tube eC o pi a w SS E D K Double switch Fluorescent Pendant Pull cord Security light Bulkhead light Electrics sockets and power Do not overload sockets This is dangerous Extension leads and adaptors have a limit on how many amps they can take so be careful not to overload them Never plug an adaptor into an adaptor lf electrical appliances are not in regular use switch them off at the plug When you are away from your home for any length of time switch off and unplug appliances to prevent a fire risk It also wastes energy if they are left on standby Check the cartridge fuse in the plug to make sure it doesn t overheat Is it the correct rating for the appliance Look for a sticker on the appliance or check t
31. s been a power cut you will need to contact your electricity supplier for assistance lf the electricity meter is faulty vandalised or damaged you will need to contact your supplier Warning never tamper with the electricity supplier s fuse meter or seals Water leaks e lf there is a water leak or spillage in your home and it affects the electrics for example if the bath overflows and water comes through a light fitting do not use the affected points If possible switch off the circuit at the fuse box e Do not touch electrical points if you have wet hands Damaged or dangerous electrical points e lf you smell burning or if a fitting is damaged and showing exposed cables or connections do not use it If safe to do so switch it off e lf you are not sure which circuit it is switch everything off at the fuse box e Call us to report the fault on 0800 218 2000 One Call 0800 218 2000 Fuse boxes Fuse box older style Consumer unit newer style Electrics fuse box Many homes are now fitted with modern fuse boxes that contain circuit breakers or trip switches If there is a fault these circuit breakers switch off to prevent injury and damage If you do not have trip switches in your home and have rewireable fuses instead we recommend that you do not attempt to repair or replace them This work should be carried out by
32. s e eoeoeoeveveveeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee ee ee Wat i 46 HOr SEVICE aep EE EEE E E Windows 47 48 eoeoeceeeeeeeeeoeeoe ee eee eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee Handy hints Introduction 49 ro UC IO LE E E E E E EREEREER Care of your ROME cee 49 e e earing a blocked waste pipe 50 5 eeeececcecceccecoecocccecoccoecoecoecoeccecoecoecoeeoeeoe Cookers LE E E E E EREEREER 53 e e e e Electrics advice and general information 5 eoeoeoeeeeeeeeeeeeee eee eeee eee eee eee eeeeeeeeee e Electrics fuse Dox 95 5 eoeeeeeececeoeeoe eee eee eoe ee eee eee eo eee eeeeeeeeeeeeeeeeeeeeZeeeeeeeeeeeeeeeeeeeeeeee e e e Electrics ligntin 5 eoeoeoeeeeeeeeeeeeeeee eee ee eee e ee eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee e Electrics sockets and power 57 eoeoeeeeeeceeoeeoe ee eeeeo eee eee eeeoeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee e rozen or burst pipes 58 5 Frozen Or DUIST DID CS sinaiicastiscestendacanecstanesinedectices Gene aa EE e e e e eating aadvice and general information eoeeeeeeceeoeeoe ee eee eeoe ee ee eeeeeeeeeeeeeeeeeee e e eating electrica 1 eoeeeeeececeoeoeoe eee eee ee eee eee ee ee eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeees e e eating radiator l eeoeoeveeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee Immersion 63 erslo S e eoeoeoeveeveeveeveeeeeveeeeeeeeeeeeeeeeeeeeeeeeee
33. to apply for an injunction and start legal proceedings against you which could result in your eviction Of course we don t want it to come to this We simply want to look after your home and we re sure you want this too www salixhomes org What if want to make my own improvements If you want to carry out alterations to your home you need to inform us about your plans before you start work We have to give you written permission before you make any improvements and you ll need to contact us to apply for this permission We may attach conditions to any changes If your plans are unreasonable we may have to turn them down This would apply for example if your alterations were going to make your property unsuitable for future residents or dangerous in any way You may need to consult Salford City Council s Building Control team on 0161 909 6555 They ll be happy to advise you on building regulations Doing things properly is a must If you don t obtain written permission for improvements you may end up being charged for putting things right Always check with us first even if you want to do something simple like replace a front door or install kitchen units If your home does not have a communal aerial you ll need our written permission to install a satellite television dish or aerial If you have a communal aerial system you can t install your own system You may be able to get compensation for any improvements
34. urs we will make arrangements to have the problem attended to within our normal timescales Online Report your repair online by visiting www salixhomes org Phone App Download our smartphone app to report your repair It s free and easy to use Simply visit the App Store or Google Play and search Salix Homes You can even send a picture of your repair to help us identify the problem In person During office hours you can also report the repair at our offices at Diamond House or Hankinson Way www salixhomes org What is the fault and its number 1 Tap is leaking 2 Tap will not turn on or off 3 Tap is loose 4 Taps are broken 5 Waste is leaking Supply pipe 6 Waste is blocked Waste Trap Trap is broke Plug and chain is M Water is seeping between broken or missing basin and wall 9 Basin is loose 10 Basin is cracked or broken One Call 0800 218 2000 1 Plug and chain is broken or missing 2 Tap is leaking 3 Tap will not turn on or off 4 Tap is loose 5 Taps are broken 6 Water is seeping between sink and wall EET Hi Sink top is broken 9 Waste is leaking Waste is blocked n Trap is broken Supply pipe Trap Waste What is the fault and its number www salixhomes org What is the fault and its number 1 Plug and chain is broken or missing VY L 2 Tap is leaking lel Water
35. y are usually by the hot water cylinder and cold water Stoptap Gate valve Pipe lagging tanks e Make sure you can easily turn all taps and valves e Make sure pipes and tanks in your roof space are lagged Never insulate underneath the water tank in the loft as it needs some heat to penetrate trom below www salixhomes org One Call 0800 218 2000 Heating advice and general information Check the following before you report your heating is not working e Is the gas supply turned on and is there credit on the meter e Has a fuse in the mains board tripped If so reset the circuit breaker See page 55 for more information e Are all electrical switches to the heating turned to the on position e ls the timer clock or programmer set to come on properly Slide the heating control to the on position or 24hr setting e ls the room thermostat set correctly To get the heating to come on you may need to turn the thermostat up to a higher setting e Are all your boiler controls and any switches feeding the boiler turned to the on position e f your heating is still not working call Us to report the fault on 0800 218 2000 Heating controls ADVANCE WATER HEATING SE SES o oFF o ECL ADVANCE 1 HOUR E TIMED a ee Thermostat setting here Immersion switch Room thermostat One Call 080
36. you Give us a call on freephone 0800 218 2000 local rate for mobile phones 0161 909 6559 and we ll see what we can do www salixhomes org Gas leak If you smell gas call National Grid on 0800 111 999 e Check all gas appliances for a leak and turn the meter off e Open windows and doors e Don t smoke or use naked flames e Don t use electrical switches Repairs in your home When you report a repair we use a tool called RepairFinder This tool helps us establish the exact nature of the repair and raise a repair order This part of your repairs handbook contains an exact replica of the diagrams used within RepairFinder The diagrams are easy to understand and contain many of the common repairs that you are likely to need You will also notice that these repairs have an individual number to assist you in describing your repair to us It is important that you refer to this section along with the Handy Hints section before you call If you can give more details to us including the page heading number and fault number this will help us in dealing with your repair quickly One Call 0800 218 2000 Reporting a repair By phone To report a repair call us on freephone 0800 218 2000 local rate for mobile phones 0161 909 6559 You can also use the Free call points that we provide If your repair is an emergency you can report it at any time If you report any other repairs outside opening ho
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