Repairs and Maintenance

Handbook
Repairs and Maintenance Handbook
Contents

Introduction A little more about repairs… 43

From the Cabinet Discretionary repairs 44
Member for Housing 4
Sheltered residents’ handy-person service 45
Repairs - basic information 5 LBHF and Mitie -what we need from you
to help us 46
How to report a repair -
What to call us for 5 Respect, security and identification 47
How to report a repair - caretaking Whose responsibility? Ours 48
and other contacts for repairs 6 Whose responsibility? Yours 49
Leaseholders 7 How we prioritise 50
Targeted completion times 51
Repairs picture finder and how to use it 8
Sample priorities 52
Gas and fire safety 42
Major / planned works defects 53
Common questions, DIY and insurance 54

2
Planned and preventative Maintaining the structure
maintenance 55 and environment 63
What is planned and preventative Cyclical decorations 64
maintenance’? 56 Improvements 64
Types of work we do 57 Gardens and grounds 65
Your health and safety 58 System maintenance 65
Annual gas safety check 59 Information 66
Carbon Monoxide 60 Permissions and insurance 66
Fire safety 61 Consultation 67
Water risk assessment 61 Useful contacts 68
Lifts and electricals 62 Index 70
Property Inspections 62
Get involved 71

3
Repairs and maintenance handbook
Introduction

Welcome to our repairs and maintenance

handbook. This has been designed in partnership
with residents to help you report repairs easily
and effectively and to provide you with additional
information on the maintenance and health and
safety work that we regularly carry out.
Our staff are committed to providing you with a
fast, polite and efficient service when you contact
us and, equally, we expect all our contractors
to be polite and respectful at all times when
working in and around your home.
I hope you will find this handbook useful and
informative. Cllr Lisa Homan
With best wishes. Cabinet Member for Housing
Hammersmith & Fulham Council

4
How to report a repair
Different ways to report a repair and what to call us for

General repairs to tenanted properties Ways to report a repair:

and communal areas Freephone 0800 023 4499
Out of hours emergency repairs to tenanted Email: lbhf.housingrepairs@mitie.com
properties and communal areas Report it in person at a housing office:
Gas boilers in your home and communal gas Hammersmith
and central heating systems New Zealand Way
White City W12 7DE
Controlled access systems such as door entry
Fulham
Electrical services within your home and Clem Attlee Estate, Lillie Road
communal areas, including communal lighting Fulham SW6 7RX
White goods such as laundry equipment in Both are open Monday - Friday: 9am to
sheltered schemes but only where the council 5pm
has provided them When reporting a repair you will be given a
job number and an appointment or a targeted
Communal TV aerials supplied by the council. date for completion. If you are not given this,
please ask.

5
How to report a repair
Caretaking and other contacts for repairs
Call Pinnacle on 0800 059 9925 for all
caretaking issues and for all of the following:
• Blocked bin chutes
• Trees in communal areas but only if the tree is
on an estate
• Fly tipping on estates
• Playground equipment.
The Customer Service Centre does not deal with
the fire fighting equipment in communal areas.
If you notice a problem with fire equipment in
communal areas contact the Health and Safety
Team via email: hrdhealthandsafety@lbhf.gov.uk
6
Pest control: If you have a problem in your
home contact us on 020 8753 1081 or email
them at environment@lbhf.gov.uk for help and
advice.
Street lighting: Repairs to free standing
lampposts are to be reported direct to
Transportation and Technical Services on
020 8753 1081 or by emailing streetlighting4@
lbhf.gov.uk quoting the column number.
Although we are not responsible for carrying
out repairs to the following, you can call the
customer service centre who will forward the
repair to the relevant contractor for you.
• Fire alarms and emergency lighting
• Car park barriers, automatic gates, stair lifts
and ceiling hoists
• Lift maintenance and warden call systems.
Leaseholders
How this book applies to leaseholders

This book covers the general matters of repairs If you have a query regarding your lease, service
and maintenance. charges or are unsure of responsibility please call
It confirms our compliance with the matters in the specialist team to discuss the matter.
your lease. The team can be contacted on 020 8753 4500
We recognise that many items within this or via email to service.charges@lbhf.gov.uk
book are applicable to tenanted properties
only in respect of internal property repair and
maintenance.
However, the procedures covering communal
areas and annual maintenance are applicable
to all tenures. The consultation section of the
book incorporates Section 20 notices and the
additional arrangements we provide in consulting
with you over all major works.
We have a dedicated professional team for
managing leaseholder services.

7
Repairs
picture finder
and how to use it
Using picture finder
Picture finder is designed to help you and our
call centre staff identify the right repair. There
are hundreds of different repairs so we cannot
list them all - the book is not intended to be
exhaustive in content - but we have a series
of themed pictures listed by type, so Doors,
Electrics, Floors, etc.
On each page there are several pictures
numbered, choose the picture that is closest to
the problem you have in your home - such as
“Page 11, Doors, Picture 1” - and explain the basic
problem “the closer will not allow the door to
shut”. Our staff can then give the job details to
the operative who attends so that we get it right
for you and complete the repair first time.
Repairs picture finder
Baths

1 Renew bath mixer

2 Overhaul bath mixer

9 Plug and chain

to bath broken
3 Missing or loose wall tiles † or missing*

10 Cannot turn tap on/off

4 Water seeping between
bath and wall
11 Tap loose, broken
or leaking
5 Timber end panel broken

6 Timber side panel broken

7 Plastic end panel broken

12 Bath drainage
8 Plastic side panel broken blocked*

© Northgate Public Services (2015)

13 Trap broken
* These repairs are only done for elderly and vulnerable 14 Leaking waste
tenants under the Discretionary Repairs Policy.

9
Repairs picture finder
Showers What is the fault and its number?

1 Electric shower 6 Mixer tap

needs repair needs repair
2 Shower spray head needs repair*

3 Shower spray head broken*

4 Shower hose and spray broken*

5 Water too hot or cold

7 Water seeping between

shower and wall
8 Shower drainage
blocked*

© Northgate Public Services (2015)

* These repairs are only done for elderly and vulnerable
tenants under the Discretionary Repairs Policy.

10
Repairs picture finder
External Timber Doors
Outside timber door

1 Door sticking 5 Door surround loose

2 Small Georgian-Wired glass

or glass needs replacing* 6 Water penetrating
around the door frame

Panel to glazed door

3 broken* 7 Door frame loose

Weatherboard to door
4 rotten or missing 8 Threshold loose

© Northgate Public Services (2015)

* These repairs are only done for elderly and vulnerable
tenants under the Discretionary Repairs Policy.
9 Defective lock* 10 Insecure outside door

11
Repairs picture finder
Internal Timber Doors and Meter Cupboards
Internal timber doors and Meter cupboard
meter cupboards
2 Hinge broken
1 Lock broken
3 Door damaged or missing

4 Door sticking*

5 Door frame loose*

6 Door needs
renewing*†

7 Glazing to door
needs renewing*†
8 Communal corridor
door needs renewing

* These repairs are only done for elderly and vulnerable † Unless fire or communal door.
tenants under the Discretionary Repairs Policy.

12
Repairs picture finder
Doors
Outside PVCu door

1 Door needs repair 5 Multipoint lock on

door needs repair

2 Lock on door needs

adjusting
3 Lock cylinder needs
renewing
4 Handle broken on
door

© Northgate Public Services (2015)

6 Insecure outside door

13
Repairs picture finder
Garage Doors
Timber and metal garages

1 Timber garage doors 6 Up and over metal garage

won’t open or close door needs repair
properly 7 Up and over metal garage
door loose
8 Up and over metal garage
door needs renewing

2 Hinges broken

9 Cannot gain access 3 Lock to up and over metal

to garage*† garage door broken
4 Locking handle to up and over
* These repairs are only done
for elderly and vulnerable metal garage door broken
tenants under the Discretionary 5 Locking bar to up and over
Repairs Policy.
metal garage door broken
† Unless lock broken due to fair
wear and tear.

14
Repairs picture finder
Doors
Locks and latches
1 Handles broken* 2 Keys to Yale type lock 3 Rim lock broken*†
need replacing *†

4 Mortice lock with 5 Yale type lock 6 Yale type lock 7 Mortice lock without
handle broken*† broken *† needs repair handle broken*†

8 Mortice latch 9 Mortice latch

needs repair broken

© Northgate Public Services (2015)

* These repairs are only done for elderly and vulnerable
tenants under the Discretionary Repairs Policy. 10 Any lock needs repair 11 Insecure outside lock
† Unless lock broken due to fair
wear and tear.

15
Repairs picture finder
Doors
Door closers

1 Closer on top of door 2 Closer on top of door

in communal area in dwelling broken
broken

3 Closer needs
adjusting
4 Door spring does not
open or close properly

5 Closer on side of door

broken

* These repairs are only done for elderly and vulnerable 6 Any fitting loose*
tenants under the Discretionary Repairs Policy.

16
Repairs picture finder
Doors
Door

Door fittings
1 Bolt broken* 2 Padlock broken or missing* 3 Damaged or missing letterbox

4 Hasp and staple broken or missing*

5 Door bell not working* 6 Door viewer broken* 7 Door chain broken or missing*

* These repairs are only done for elderly and vulnerable 8 Any fitting loose*
tenants under the Discretionary Repairs Policy.

17
Repairs picture finder
Doors
Controlled access

1 Visitor cannot hear me / I cannot hear visitor

2 No buzzer

3 No lock release

4 Intercom completely out of order

5 Faulty handset

6 Reset trades button on main entrance door to standard

trade times

© Northgate Public Services (2015)

7 Main entrance door 8 Main entrance door 9 Total breakdown of whole 10 Fire switch (drop
not closing properly not locking system in block key) broken

18
Repairs picture finder
Drainage

19
Repairs picture finder
Electrics
Lighting 1 Single fluorescent fitting 2 Ceiling switch
needs repair / replacement broken

3 Light bulb batten

holder fitted to
ceiling broken 9 Cord to ceiling
4 Double fluorescent 5 Fluorescent 7 Light bulb holder switch
needs repair / broken
diffuser broken with flex broken
replacement
6 Tungsten lamp to bulkhead 8 Time clock or switch needs resetting
broken)

10 Switch loose 12 Compact fluorescent lamp 14 Halogen lamp to floodlight broken

to bulkhead broken

© Northgate Public Services (2015)

11 Wall switch broken 15 Halogen lamp fitting broken
13 Bulkhead fitting broke

16 Some lights not 17 All lights not working 18 Unsafe light fitting
working

20
Repairs picture finder
Electrics
Power
1 Extractor fan
not working
2 Mains smoke detector
not working
3 Battery smoke detector
or carbon monoxide
detector not working*

4 Socket loose

5 Double socket broken 6 Single socket broken 7 Cooker switch broken

© Northgate Public Services (2015)

8 Power not working 9 Test electrics after water penetration 10 Unsafe power or fitting

* These repairs are only done for elderly and vulnerable tenants under the Discretionary Repairs Policy.

21
Repairs picture finder
External repairs
Fences and gates

1 Any type of fence broken or loose* 2 Any type of gate broken or loose*

© Northgate Public Services (2015)

* Unless communal, these repairs are only done for elderly and vulnerable
tenants under the Discretionary Repairs Policy.

22
Repairs picture finder
External repairs
Steps, paving, walls, bollards and hanging tiles
1 Step loose or damaged 4 Hanging tiles broken, 6 Brick coping on 7 Stone coping
missing or loose wall loose on wall loose
2 Paving flag or tarmac
loose, uneven, broken
or damaged

3 Block paving loose

5 Concrete bollard 8 Steel bollard
broken broken

© Northgate Public Services (2015)

23
Repairs picture finder
Floors, walls and ceilings
4 Plaster on ceiling or wall
cracked or needs patching*

7 Wall tile loose*

1 Skirting loose* 8 Floorboards loose

2 Skirting broken*
9 Rotten flooring

© Northgate Public Services (2015)

3 Quarry floor tile loose* 5 Vinyl floor tile loose* * These repairs are only done for elderly and
vulnerable tenants under the Discretionary
6 Vinyl floor tile damaged* Repairs Policy.

24
Repairs picture finder
Glazing
Single glazing

Reglaze – small Reglaze – large

1 Clear or obscure glass 7 Clear or obscure glass

2 Georgian-wired clear glass 8 Georgian-wired clear glass

3 Georgian-wired cast glass 9 Georgian-wired cast glass

Reglaze – medium
4 Clear or obscure glass

5 Georgian-wired clear glass 10 Putty broken or

6 Georgian-wired cast glass missing

© Northgate Public Services (2015)

11 Temporary board before replacing any glazed unit

25
Repairs picture finder
Glazing
Double glazing, vents and louvre

1 Circular vent 2 Louvre glass needs

broken or missing replacing

3 Small double-glazed unit

needs replacing
4 Medium double-glazed unit
needs replacing
5 Large double-glazed unit
needs replacing

© Northgate Public Services (2015)

6 Glazing bead broken or
missing

26
Repairs picture finder
Gutters

1 Gutter blocked along

elevation
2 Plastic gutter leaking

3 Plastic gutter bracket

broken or missing
4 Metal gutter leaking 7 Downpipe blocked
over 4 storeys
5 Metal gutter bracket
broken or missing 8 Downpipe blocked
2 to 4 storeys
9 Downpipe blocked up to
2 storeys

6 Hopperhead 10 Plastic downpipe leaking

blocked
11 Plastic downpipe loose

12 Metal downpipe leaking

© Northgate Public Services (2015)

13 Metal downpipe loose

27
Repairs picture finder
and
Heating and hot
hot water
water What is the fault and its number?

Communal

1 Radiators (a) heating top not 3 Unable to turn radiator off

bottom or (b) heating bottom or faulty radiator valve
not top
2 Leaking heating
pipe or radiator

4 No heating / hot water (summer - 1 May to 31 October)

5 No heating / hot water (winter - 1 November to 30 April)

6 Heating too hot

© Northgate Public Services (2015)

28
Repairs picture finder
Heating and hot water
Electric

1 Electric shower needs repair

2 Shower switch broken

3 Storage heater not heating up

© Northgate Public Services (2015)

4 No heating or hot water 5 No heating or hot water
winter (1 November to summer (1 May to
30 April) (electric) 31 October) (electric)

29
Repairs picture finder
Heating and hot water
Gas
1 Immersion too hot or cold

2 Cylinder leaking

3 Unable to turn radiator off

or faulty radiator valve
4 Leaking heating pipe
or radiator
5 Radiators not heating up

6 Flue blocked

7 Tile on fire surround broken

© Northgate Public Services (2015)

8 No heating or hot water 9 No heating or hot water 10 Total or partial loss
1 November to 30 April 1 May to 31 October of gas supply
(gas) (gas)

30
Repairs picture finder
Kitchen units
1 Wall unit door broken*
12 Unit loose*
2 Catch broken*
13 Cupboard door won’t
3 Shelf to wall unit broken* open or close properly*
4 Hinge broken*
14 Wall tile loose*

5 Drawer won’t
15 Water seeping between
open or close properly*
worktop and wall*
6 Drawer needs repair*
16 Worktop loose or
7 Drawer runners broken* damaged*
17 Worktop trim needed*
8 Drawer front needs
repair* 18 Worktop leg broken*

9 Base unit door broken*

19 End panel broken*

© Northgate Public Services (2015)

10 Plinth around bottom of units 11 Shelf to base unit
* These repairs are only done for elderly and
vulnerable tenants under the Discretionary
broken* broken* Repairs Policy.

31
Repairs picture finder
Lifts
What is the fault and its number?

1 Lift out of order

2 Lift door not closing

3 Lift stuck on floor

4 Lift not responding to calls

5 Fire switch (drop key) broken

© Northgate Public Services (2015)

32
Repairs picture finder
Roofs

1 Any type of roof leaking

or tiles missing

© Northgate Public Services (2015)

2 Temporary repair
to flat roof needed

33
Repairs picture finder
Sinks and basins
basins What is the fault and its number?

1 Water seeping 2 Sink plug or chain

10 Renew sink
between sink broken or missing*
mixer
and wall
11 Overhaul sink
3 Cannot turn tap mixer
on or off
4 Tap loose, broken 12 Water seeping
or leaking between basin
and wall

13 Basin plug and

chain broken
or missing*

5 Sink top loose 7 Waste blocked*

© Northgate Public Services (2015)

6 Sink top broken 8 Trap broken 14 Basin loose

* These repairs are only done for elderly and 9 Leaking waste
vulnerable tenants under the Discretionary
Repairs Policy.

34
Repairs picture finder
Stairs

6 Handrail bracket loose

7 Handrail loose

8 Baluster loose
1 Tread rotten
9 Balustrade loose
2 Tread loose
10 Newel post loose
3 Tread broken

4 Nosing loose

5 Nosing broken

© Northgate Public Services (2015)

35
Repairs picture finder
Toilets

5 Cistern overflowing

6 Cistern not refilling or

will not flush
7 Cistern loose

8 Overflow pipe broken

1 Seat loose*
9 Small joint at back
2 Seat broken* of pan leaking
10 Large joint at back
of pan leaking

© Northgate Public Services (2015)

3 Pan loose on timber floor 11 Pan blocked

4 Pan loose on concrete floor 12 Pan broken

* These repairs are only done for elderly and vulnerable tenants under the Discretionary Repairs Policy.

36
Repairs picture finder
Water services What is the fault and its number?

1 Gate valve won’t open 4 Water pipe leaking

or shut properly
5 Knocking sound from water pipes 8 Cold water tank
overflowing
6 Total loss of cold water supply
9 Cold water tank
7 Partial loss of cold water supply leaking

2 Stopcock won’t open

or shut properly

10 Service valve won’t

open or shut properly

3 Stopcock broken

© Northgate Public Services (2015)

37
Repairs picture finder
Windows
Timber window repairs
1 Water penetrating around 5 Casement window stay 7 Timber sash needs repair
window frame and fastener broken
2 Window fitting loose 8 Sliding sash lift broken

6 Lockable stay broken

© Northgate Public Services (2015)

9 Box sash cords
3 Timber casement won’t
broken
open or close properly
10 Sliding sash fastener
4 Timber casement needs repair 11 Insecure outside window
broken

38
Repairs picture finder
Windows
Metal and pivot window repairs
Metal and aluminium
1 Window fitting loose
2 Water penetrating around
window frame
Pivot
8 Window fitting loose
3 Metal window won’t
open or close properly
4 Metal window needs
repair
5 Pivot window fastener
broken
© Northgate Public Services (2015)
6 Aluminium sash won’t 9 Water leaking in around
open or close properly window frame
Aluminium sash needs
7
repair
39
Repairs picture finder
Windows
PVCu window repairs

1 Window fitting loose 10 Window fitting loose

3 Window needs repair

4 Window handle broken

5 Window lockable handle

broken
6 Window hinge broken

7 Window catch broken

8 Window sash broken

© Northgate Public Services (2015)

2 Child restrictor 9 Insecure outside window 11 Tilt and turn window does
broken not open or close properly

40
Repairs picture finder
Gas safety

If gas is escaping outside your home

Phone National Grid on freephone 0800 111 999 and report a gas leak.

lf gas is escaping inside your home

Find the gas meter and turn off the gas mains supply.
Main gas on and off lever:

ON OFF OR ON OFF

3 Open the windows to ventilate the house.

7 Do not switch on or off any electrical appliance or light.
7 Do not smoke or use a naked flame.

41
Repairs and maintenance handbook
Gas and fire safety
Gas safety
If you can smell gas in your home:
Call 0800 111 999.
• Extinguish all flames and cigarettes
• Do not use a lighter or matches
• Leave the building for a place of
safety
• Do open all windows and doors to
ventilate
42
Fire safety
If you discover a fire in your home*:
Call 999 immediately.
• Make everyone in your home aware
• Alert your neighbours
• Leave the building via the stairs
• Do not use the lift
• Go to a place of safety
* Please see your block noticeboard for
communal fire advice
A little more
about repairs…
A little more about repairs...
Discretionary repairs policy
We operate a discretionary repairs service where
certain types of minor works are undertaken free
of charge.
As a “rule of thumb”, the tenant should be 65
years of age or older and/or in receipt of one or
more of the following:
• Disability Living Allowance (DLA) - higher rate
of the mobility component or the medium or
higher rate of the care component
• Personal Independence Payment (PIP)
enhanced rate of the mobility component or
enhanced rate of the daily living component
• Attendance allowance (higher or lower rate)
• War Disablement Pension
• Local Authority registered care package.
Your housing officer or specialist housing officer
will confirm your eligibility for discretionary
repairs. They will enter this into our system so
that it is known in advance should you request
such a repair.
44
Examples are suggested below but this is not
intended to be exhaustive: if you live in sheltered
housing please request information on our handy
person service.
Repair
Internal doors Yes
Internal glazing Yes
Repairs to doors of kitchen units Yes
Replacing tap washers Yes
Toilet seats Yes
Lock changes can be carried out up to twice a
year where locks are faulty. If you have had your
keys stolen we will require you to give us a crime
reference number. Please note: if you lose your
keys, replacement is a chargeable service. If you
are eligible for discretionary repairs and need
painting and decorating in a room following
some damage or another related repair we may
be able to do this for you. Contact us for more
information.
A little more about repairs...
Sheltered residents’ handy-person service
Do you need help with small jobs around your
home? The handy-person service provides a
valuable service for sheltered housing residents.
Examples of jobs that we will be able to help you
with:
• Locks and security chains
• Changing light bulbs
• Fitting and testing smoke alarms
• Fitting draught excluders
• Unblocking a sink and changing tap washers,
fitting handrails, curtain rails and curtains
• Replacing broken toilet seats
• Replacing small areas of bathroom /kitchen
tiles, renewing bath sealants
• Repairing small areas of fencing
1. How do I request this service?
All requests for the handy-person service should
be made via the Customer Service Centre.
2. What happens next?
Mitie will raise the order and then contact you to
arrange an appointment date and time of your
choice.
3. How quickly will my job be completed?
We will typically complete all requests within five
working days. While at the property, with your
permission, the handy-person may also carry out
other minor repairs.
Please note that you will be responsible for
purchasing any of the above or similar items
that require installation or replacement except
for bathroom and kitchen lights that have a
screw diffuser fitting.
45
A little more about repairs...
LBHF and Mitie - What we need from you to help us
Mitie is working in partnership with LBHF and is
our main contractor for carrying out repairs and
maintenance (and some planned works) to all
of our tenanted, hostel, sheltered and leasehold
properties (where we have an obligation to
repair).
We provide a 24-hour Customer Service Centre
seven days a week and a 24-hour emergency
repairs service.
You must tell us about repairs that are needed as
soon as you notice them.
When you report a repair, it is important that
you take time to provide as much accurate
information as possible.
This will assist us in ensuring the correct
technician is sent to carry out your repair.
46
When you report a repair, please have the
following information ready: your name, address,
a phone number, the times when we will be able
to have access to your property to either inspect
or carry out the work and as much detail and
information about the repair as possible.
Please ensure the work area is clear of any
personal belongings before the works are
carried out. You may want to take photographic
evidence before and after the repair. Please note
that we may ask to take photographs as a record
of work - you have the right to turn down this
request.
Please make sure that repair operatives can get
on with their work safely.
Keep your children, and any pets you have, away
from the area where they are working. Operatives
can refuse to work at your home if their health
and safety, or yours, is at risk.
A little more about repairs...
Respect, security and identification
Politeness and partnership: Our staff and
contractors are all partners in providing an
efficient repairs service.
They are expected to be considerate and
respectful towards you and we expect you,
members of your household and visitors to
behave in a similar way towards our staff and
contractors.
Our repairs technicians and contractors
carry formal identification cards which are
photographic, and will always indicate the
contractor they work for.
Make sure you ask to see ID
Our Contractor Code of Conduct
1. Drive and park courteously at all times
2. Introduce yourself clearly
3. Show your ID badge
4. Explain the work you are there to do
5. Behave in a polite and courteous manner
6. Carry out your work to the highest standard
7. Use and store materials in a safe manner
8. Clear and remove all waste or make collection
arrangements.
When one of our technicians or
contractors attends your home to carry
out reported repairs, always ask to see
their identification. Never let someone
into your home without verifying who
they are first and why they are there.
If you remain uncertain, please do not
let them in. Contact Customer Services
as they can verify the identity of the
operatives attending on 0800 023 4499.
47
A little more about repairs...
Whose responsibility?
Our responsibility • Plumbing repairs and leaks (including those
• Baths / hand basins from domestic appliances but ONLY if
supplied by us)
• Brickwork, external decoration
• Porches, roofs and gutters
• Chimneys, carpentry - external only
• Sanitary fixtures and fittings (except WC seats
• Communal areas including pathways sink units and taps)
and play areas
• Skirting boards and stairs
• Doors, doorsteps, door entry systems
• Electrical wiring, sockets and switches (except
dimmers)
• Fire grates, surrounds and floor boards
• Fences (make safe only)
• Garages, and garage doors, parking spaces
and bays
• Gas boilers, immersion heaters, central heating
systems, hot water cylinder jackets
• Glazing external and communal - internal with
crime reference number letter boxes
• Lifts, lift doors
• Lighting, light fittings and external bulbs,
including fluorescent lighting tubes
• Plastering, plasterboard (except minor cracks)

48
A little more about repairs...
Whose responsibility?
Your responsibility Please note: this list is not intended to be
• Bath chains and plugs exhaustive, there may be some exceptions to the
items listed.
• Carpentry - internal, draft excluders
By contacting us we will be able to inform you of
• Door furniture and door bells whose responsibility a repair is and answer any
• Door numbers, door handles and door other questions you may wish to ask.
knockers Furthermore, for vulnerable and elderly
• Front door locks (except communal locks) keys residents, we offer a discretionary repairs service
• Internal decorations, (unless damaged by and subject to eligibility are able to carry out
other repairs). Please note: if you lose your and assist with some matters that are tenant
keys, replacement is a chargeable service responsibilities.
• Fixtures and fittings (such as coat hooks) (See page 44 for more information).
• Curtains and curtain rails Contact us directly or speak to your housing
• Internal doors officer / specialist housing officer to find out
more.
• Re-lighting pilot lights
• Telephone points and personal aerials,
connectors
• Washing lines (unless communal and supplied
by us)
• Waste blockages within baths, kitchen and
bathroom sinks.
If you are at all unclear, please call us: we would
be happy to discuss it with you.
49
A little more about repairs...
How we prioritise and chargeable repairs
How we prioritise your repairs
Although we aim to attend to repairs as quickly
as possible, we cannot carry out every repair
straight away, so we have to prioritise different
types of repairs. The customer service advisor will
always tell you the date the repair is expected
to be completed by and ask you to make an
appointment for non-emergency repairs. they
will also give you a job number.
Factors such as periods of bad weather
conditions like heavy rain, heavy snow fall, or
high winds may impact on the time scales we can
complete repairs. Similarly, we may have to wait
for utility companies to fix a problem before we
can complete the repair, for instance if there is a
burst pipe. There may also be a delay if we have
to consult with leaseholders in your block about
certain repairs. This is a legal requirement, called
a Section 20 notice and we cannot do the repair
until the consultation notice period has ended.
50
Chargeable repairs and your
responsibility
If we are requested to carry out a repair which
is not the landlord’s responsibility, in most
circumstances, we will not carry out the repair.
If we do carry out a repair which is not our
responsibility, then we will charge you the cost of
the repair. This is known as a chargeable repair.
We do not carry out the following repairs (except
for elderly and vulnerable tenants, under our
discretionary repairs policy):
Lock changes due to loss of keys, minor repairs
and adjustments to inside doors and frames
(except fire doors), skirting boards or shelves in
cupboards, replacement of batteries in smoke
alarms, blocked wastes to bath, washbasin,
sink or toilet (caused by tenants) repair to minor
cracks in ceiling and wall plaster.
A little more about repairs...
Priority and targeted completion times
Priority Response time
Priority 1 Within two hours
Priority 2 Within 24 hours
Priority 3 Within three to five working days
Priority 4 Within five working days
Priority 5 Within 20 working days
Emergency repairs
Priority 1 (within two hours)
Priority 2 (within 24 hours)
We aim to carry out emergency repairs within
two to 24 hours depending upon the seriousness
of the problem. Our first priority is to make the
property safe to prevent further damage and /
or to remove the immediate danger. It may take
longer to carry out a permanent repair; therefore
a follow-on appointment may be required to
resolve the issue identified. It is our customer
service team’s aim to keep you informed at all
stages. Contact the customer service centre for
updates that you may require, quoting your job
number at all times.
Urgent repairs
Priority 3 (within three working days)
Priority 4 (within five working days)
We aim to complete urgent repairs within three
to five working days. If the repair cannot be
resolved immediately, a temporary solution will
be put in place until such time as a permanent
repair can be carried out.
Routine repairs
Priority 5 (within 20 working days)
We aim to carry out and complete routine repairs
within 20 working days.
The customer service advisor will always tell you
the job number and offer an appointment or the
targeted completion date of the repair that you
are reporting. If you do not receive these, please
ask as you may need this information for further
enquiries.
51
A little more about repairs...
Priorities
Listed below are some examples of the priorities we apply to repair requests. When reporting a repair,
you will be informed of our priority and target response time. If not, please ask. Please note: some repairs
may be given a higher priority where health and safety is affected.
Priority Response time Description
Priority 1 Within two hours Major leaks and burst pipes
Priority 1 Within two hours Total loss of electrical power
Priority 1 Within two hours Gas escape
Priority 2 Within 24 hours No working toilet in home
Priority 2 Within 24 hours Unsafe power socket or electrical fitting
Priority 2 Within 24 hours Loss of heating ( winter time)
Priority 3 Within three working days Loss of heating ( summer time)
Priority 3 Within three working days Tap cannot be turned on
Priority 3 Within three working days Minor leak, dripping pipe
Priority 4 Within five working days Fire safety sign damage / loose
Priority 4 Within five working days Door entry system individual repair
Priority 4 Within five working days Mechanical extractor fan not working
Priority 5 Within five working days Replacement of damaged worktop
Priority 5 Within 20 working days External glazing of boarded window
Priority 5 Within 20 working days Rebuilding wall previously made safe
Summer is 1 May to 30 September Winter is 1 October to 30 April

52
A little more about repairs...
Repairs on defects / planned works
When planned works are undertaken on your There is a reason why this is so. Generally the
home, building or estate there can be some team that carries out the defect repair is the
initial problems with new fittings, furnishings programme team that does the actual works.
and systems. We understand the frustration this They are best placed to return to a property to
may cause and that you want these matters dealt carry out a repair.
with, but for very good reason these are not We list all the defect repairs required and carry
treated in the same way as routine repairs. out a “sweeping up” programme by block /
If an item, such as a door handle or cupboard estate or area to cover all defect repairs. These
door is not working within the first 12 months, are all completed within the original programme
this is known as the defect period. We will collate timeframe.
all known problems and within the defect period Contact the resident liaison officer (RLO) if the
carry out a programme of correction. works are on site or our dedicated team on 0800
These works cannot be reported as a repair. The 023 4499 for reporting a defect repair or finding
reason for this is that within the contract for the out when your reported defect repair is due.
major works we have paid for all fittings and
aspects of the work to be completed: if we were
to organise a repair for these we would incur an
additional cost and this goes on to our annual
repair bill thereafter to you.
We have a dedicated team that can help you
get your defect repair scheduled. We cannot
categorise these in terms of our routine repairs
times and may defer these works for a short
period.

53
A little more about repairs...
Common questions
How will I know you have ordered
my repair?
You will be given a job number and appointment
or targeted completion date at the time you
report the repair. If you do not receive this please
ask for it - this job number is to be used for any
future queries relating to the job in question.
Will you re-confirm the appointment
on the day?
If you provide your mobile number we will send a
confirmation text of the appointment. Whenever
possible we will make arrangements which are
convenient to you.
What if I am out when you call?
Where possible we will give you notice of when
we intend to call at your home. If you are out
when we call to carry out an inspection or
repair, the job will be closed due to no access.
A card will be left at your home. This card will
give details of who to contact and how. You
will need to contact us to raise a new job and
appointment.
54
Do I need permission to carry
out work?
You are unlikely to need our permission for such
matters as putting up shelves - however, it will
depend on the size and type of work you intend
to carry out. If you are unsure - please contact
us and discuss the matter. If you are required to
make an application, it must be in writing, with
as much detail as possible including sketches or
plans.
We will not refuse permission without a good
reason. If permission is refused we will let you
know why. You are responsible for the repair and
maintenance of any alterations you carry out.
Do I need insurance?
We insure the structure of your home but not
the contents. We strongly advise you to insure
your contents such as furniture, belongings and
decoration. For example, in the event of a flood,
while we will attend to the leak, we will not carry
out internal decorations as they are the tenant’s
responsibility; the only exception to this may be if
you are eligible for discretionary repairs.
Planned and
preventative
maintenance
Planned and preventative maintenance
What is planned and preventative maintenance?
The planned maintenance programme ensures information and standards you can expect as well
that homes and estates are maintained to a good as a number of explanations of these works that
standard and that statutory responsibilities are we hope you will find helpful and informative.
met. These works are programmed on a rolling We aim to carry out a wide range of works to
basis to ensure a high standard of maintenance. maintain the housing stock to a decent standard.
Some of the work is our legal responsibility as These works include cyclical decoration
your landlord. This includes water quality testing, programmes to comply with legal and safety
heating, electricity and lighting to communal regulations and to protect and prevent
areas. deterioration of buildings and the services
The rest of the programme includes: external provided within them.
repairs and decorations; lift repairs, upgrades
and replacements; new door entry systems;
replacement of CCTV systems; upgrading
communal TV systems; lighting Improvements;
installation of water boosting systems to
increase water pressure; improvements to estate
footpaths and roads; and increased security for
front entrance doors.
This part of the handbook is designed to help you
understand the types of annual or less frequent
works we carry out which form a package
designed to protect and sustain the structure,
fabric and environment of your home.
Within the remaining pages is some basic

56
Planned and preventative maintenance
Types of work we do
Inspections and checks Obligations and commitments
• Gas safety (annually) There are some works, such as gas safety
• Fire (annually) and fire safety that we have a legal
• Water obligation to carry out regularly and some where
we have made a commitment to in the tenancy
• Property inspection agreement such as cyclical decorations.
(structural, health and safety)
As mentioned there is also a programme of
• Lift planned maintenance that we mix with this.
• Electrical We will involve you and agree an annual
You will find further detail in the next few pages programme of works which you will be able to
of each type of work, what it entails and whether view in advance.
we will need to access your home. When the time comes, we will remind you of the
Planned and works via a mailshot.
preventative maintenance We will also hold regular meetings to inform and
• Improvements discuss options with you.
• Gardens and grounds
• Systems maintenance
• Cyclical decorations – usually on a six or seven
year cycle for blocks and estates

57
Your health
and safety
Your health and safety
Annual gas safety check
It is a legal requirement for us to gain • Cookers (visual inspection only)
access into your property to carry out this • Gas carcasses and gas fires
service. If access is denied we will force • Water heaters and boilers.
entry. Mitie will contact you to make an
appointment at a mutually agreeable time
to complete the inspections.
All our engineers are members of the Gas Safe
Register. If satisfied with the control and safety of
your boiler they will talk you through the service
report and all the checks made. They will ask you
to sign their hand-held computer to say they have
explained the results and a copy of the certificate
will be sent to you within 10 working days.
Please note that we may undertake an Annual
Internal Property Inspection at the same time as
the gas service,please see page 62 for further
information.
If they come across any problems with your boiler
during the service they should tell you and the
Council. They will need to disconnect your boiler,
and / or other equipment if they are not satisfied
that it is safe to be used. The servicing will include
the following appliances within your property:

59
Your health and safety
Carbon Monoxide
We are undertaking a programme to
install Carbon Monoxide Detectors in
all Council tenant homes in 2016.
Causes and symptoms of Carbon
Monoxide poisoning
The signs and symptoms are not always obvious
Some people may have a pre-existing condition
with similar symptoms. At-risk groups include
babies and young children, pregnant women and
people with heart or breathing problems.
Low levels of Carbon Monoxide
Symptoms can be similar to food poisoning and
flu but without the high temperature. Symptoms
include:
• Headache
• Nausea
• Dizziness
• Tiredness and confusion
• Stomach pain
• Shortness of breath
60
High levels of Carbon Monoxide
These are likely to be more severe symptoms
such as:
• Impaired mental state
• Loss of physical co-ordination
• Tiredness and confusion
• Chest pain and/or muscle spasms
• Loss of consciousness
Common causes of Carbon
Monoxide poisoning
• Faulty gas appliances or blocked flues
and chimneys
• Paint fumes and some strong cleaning fluids
used without ventilation in the room
• Heavy smoking without ventilation in rooms
Consult your doctor immediately if
you are experiencing any of the above.
Call the customer contact centre if you
suspect a gas appliance in your home
may be the cause.
Your health and safety
Fire safety
The housing department’s fire safety surveyors
are responsible for carrying out fire risk
assessments in communal areas to ensure our
residents stay safe in the event of a fire.
To fulfil the borough’s statutory obligations under
the regulatory reform (Fire Safety Order 2005)
regular inspections of the housing stock within
communal areas are undertaken.
The assessor uses their professional expertise
and judgement, knowledge of current legislation
and recognised guidance / best practice to
prepare the fire risk assessment. The purpose is to
identify any areas of non-compliance and make
recommendation to provide an acceptable level
of fire safety. This includes matters such as:
• Wet and dry risers
• Fire alarms, sprinklers systems and fire
equipment
• Emergency lighting and means of escape
Water risk assessment
A clean communal water supply is vital to your
health and wellbeing.
Our team carries out risk assessments and tests
all water and storage tanks in a property on a
regular basis throughout the year to help prevent
Legionella and other water-borne diseases from
being a threat to you and others in your home.
We have a duty to ensure that the risk of
exposure to tenants and visitors is properly
assessed and controlled.
Legionella bacteria can breed in other places
where water is stored such as water systems and
cooling towers.
The risk in your home is low because your water
is usually stored in temperatures above 600C and
is used daily.
61
Your health and safety
Lifts and electricals
A working lift can be a lifeline to residents so
for all lifts we carry out monthly inspections and
testing.
During a service visit, an engineer will check the
safety features on a lift, in addition to cleaning,
lubricating and adjusting all components
for optimum performance. An engineer will
record any work carried out and also make
recommendations for any repairs or works of
improvement that are not covered in the service
visit.
We have a rolling programme for lift works and
improvements that ensures the safe operations
and usage of lifts. We also routinely check
electrical wiring throughout communal areas
When major works are required to a lift we will
consider all residents’ individual needs and may
offer to decant* residents whilst the works are
taking place.
* Decant means temporary relocation
62
Property inspection
We undertake quarterly estate inspections on all
our properties that include checks on pathways
and road surfaces, renewing and making
sure they are sound surfaces for vehicles and
pedestrians to use.
However, on an annual basis we carry out
an internal property inspection to tenanted
properties, which is effectively an MOT. This
is to undertake key health and safety checks,
pick up key outstanding repairs and determine
programmes of work. We check for potential
hazards and evidence of early wear and tear on
materials.
We use the information from previous
inspections to inform us of any potential
problems that existed and to measure and record
any change, taking action where we need to.
Please note that we may ask to take photographs
as a record of work - you have the right to turn
down this request.
We do this whilst covering every point from a
fresh perspective.
Maintaining
the structure
and environment
Maintaining the structure and environment
Cyclical decorations
We undertake a programme of cyclical
decorations. In our agreement with you (your
tenancy) we are committed to carrying out
internal and external communal decorations to
the building where you live.
We assess the condition of a property and only
carry out cyclical works where needed. Some of
our properties, for example, do not need cyclical
works for more than seven years.
We recognise that building work can be
disruptive. When we carry out improvement
works to your home, or local environment our
aim is to deliver a high quality service with the
minimum of disruption. We offer residents
choices on colours, styles and materials at “meet
the contractor” events which are held in advance
of the works to allow tenants to make informed
choices. Contact the resident liaison officer (RLO)
if the works are on site or our dedicated team on
0800 023 4499 for reporting a defect repair or
finding out when your reported defect repair is
due.
64
Improvements
Some examples of improvement projects are:
• Landscape improvements (communal gardens,
seating areas, fencing, planting, art features)
• Safety and security (railings, improving paths
and lighting)
• Green roofs
• Play areas and ball courts.
We review bids and applications from residents
for funding improvements through a resident-led
group - The Investment Group - which considers
all aspects of bids and the impact on residents.
We do this to ensure the wider community
benefits are achieved and that funding delivers
improvement for the local community.
Maintaining the structure and environment
Gardens and grounds
Quadron Services Ltd is our contractor partner.
Quadron is a grounds maintenance contractor
specialising in local authority contracts. They
have a long history of delivering improvements
to parks, open spaces and housing areas
throughout the country working closely with
the local service teams, carrying out a range of
improvements on estates.
Community engagement is vital to Quadron.
They are happy to work with active tenant and
residents associations and offer other gardening
groups in the borough advice and expertise.
Quadron undertakes a regular programme of
gardens maintenance and this includes specific
annual activities such as bulb planting and tree
pruning.
You can contact the Cleaner Greener team for
further information on 020 8753 1100 or email
cleaner.greener@lbhf.gov.uk
System maintenance
Door entry systems require maintenance and in
some schemes we provide a care system with an
alarm – these systems require an annual systems
service.
Our door entry systems are carefully checked
and refurbished, where recommended, to ensure
continuous access and control for you over entry
to your block.
Communal aerials are another service we visually
inspect and repair when required. These aerials
provide access to a wide range of digital TV and
radio channels.
65
Information
Permissions Insurance
We are happy for you to improve your home,
however, you do need our permission before
you start significant work on any repairs or
alterations. If you are unsure, please contact us to
discuss the matter.
If permission is refused, we will let you know
why. Applications must be in writing with as
much detail as possible including sketches or
plans.
We will not refuse permission without a good
reason.
Please remember to be considerate of your
neighbours during the works.
Tenants must not alter their homes without
written permission from the council.
If you wish to do works, we strongly advise
you talk to us first.
66
We insure the structure of your home, but not
the contents.
This means we can cover an insurance claim if
your property is affected by a communal repair or
a matter that we are responsible for.
However, we do not cover personal
contents - so if there was a leak, depending
upon how the leak came about, and if your
personal items were damaged, you might not be
covered.
For example, in the event of a flood, while we will
attend to the leak, we will not carry out internal
decorations as they are the tenant’s responsibility.
We strongly advise you insure your
contents such as furniture, belongings
and decoration.
Information
Consultation
The planned maintenance programme ensures
that homes and estates are maintained to a good
standard and that statutory responsibilities are
met.
The rest of the programme is to maintain your
estate, block or home and this includes: external
repairs and decorations; lift repairs, upgrades
and replacements; new door entry systems;
replacement of CCTV systems; upgrading
communal TV systems; lighting improvements;
installation of water boosting systems to
increase water pressure; improvements to estate
footpaths and roads and increased security for
front entrance doors.
We have a resident liaison officer (RLO) to
co-ordinate works and ensure you are kept
informed.
We will always write to you in advance and hold
meetings to discuss works, offer options and give
you the opportunity to ask questions.
In all cases we will notify you in writing and in
advance for any work that will impact on you or
your home. We will ensure meetings are held
locally with our contractor partners to explain in
detail what we are doing and why.
If we require access to your home, we will seek
to agree with you a convenient time and date.
You will receive a letter at least six weeks before
any major work commences on your estate. For
example, we’ll write to you to let you know if a
lift will be replaced or if you will have a new door
entry system installed.
However, we won’t write to you individually
about some of the smaller jobs such as clearing
gutters and drains, which happens on a regular
basis. When we do write to you we’ll also invite
you to a meeting and give you the opportunity to
ask any questions about the work and, wherever
possible, allow you to make choices on the
available options.
67
Information
Useful contacts

Service Email Phone

Abandoned cars parking@lbhf.gov.uk 020 7371 5678
Anti-social behaviour asbu@lbhf.gov.uk 020 8753 2693
Caretaking/cleaning hammersmithandfulham@pinnacle-psg.com 0800 059 9925
Complaints h&fintouch@lbhf.gov.uk 020 8753 2456
Disabled aids/ h&fadvice.care@lbhf.gov.uk 0845 313 3935
adaptations
Electricity loss ukpowernetworks.co.uk (identify your supplier) 0800 316 3105
Environmental cleaner.greener@lbhf.gov.uk 020 8753 1081
health
Fire alarms lbhf.housingrepairs@mitie.com 0800 023 4499
Gas leaks Firstly contact the National Grid to cut off your supply, 0800 111 999
then call the customer contact centre.
Open all windows and DO NOT turn on or off any
electrical appliance or lights.
Gas safety checks lbhf.housingrepairs@mitie.com 0800 023 4499
Home ownership h&fhome-buy@lbhf.gov.uk 020 8753 6464

68
Information
Useful contacts

Service Email Phone

Lifts lbhf.housingrepairs@mitie.com 020 8753 6464
Parks maintenance parks@lbhf.gov.uk 020 8748 3020
Pest control environmentalprotection@lbhf.gov.uk 020 8753 1081

Playgrounds esrequest@lbhf.gov.uk 0800 996 1751

Refuse collection cleaner.greener@lbhf.gov.uk 020 8753 1100
Social services h&fadvice.care@lbhf.gov.uk 020 8753 5456
Street cleaning cleaner.greener@lbhf.gov.uk 020 8753 1100
and lighting
Water supply/ Phone your supplier (Thames Water) 0800 316 9800
sewerage

69
Information
Index
Topic Page(s) Topic Page(s) Topic Page(s)
Baths 9 Gates 22 Playground equipment 6
Blocked flue 30 Get involved 72 Priorities 50, 51
Bollards 23 Glazing (double) 26 Property inspection 62
Carbon Monoxide 60 Glazing (single) 25 Reporting a repair 5
Caretaking 6 Gutters 27 Roofs 33
Ceilings 24 Handy-person service 45 Sash windows 38, 39
Chargeable repairs 50 Hanging tiles 23 Security 47
Common questions 54 Heating and hot water - electric 29 Sheltered residents 45
Completion times 51, 52 Heating (communal) 28 Showers 10
Consultation 67 Heating and hot water - gas 30 Sinks and basins 34
Contacts 68, 69 Hopper heads 27 Staff identification 47
Contents 2 Improvements 64 Stairs 35
Controlled access doors 18 Insurance 66 Steps 23
Cyclical decorations 64 Introduction 4 Street lighting 6
Defects: planned works 53 Kitchen units 31 System maintenance 65
Discretionary repairs 44 Leaseholders 7 Toilets 36
Doors 11, 12, 13, 14, Lifts 32 Trees on estates 6
15, 16, 17, 18 Lifts and electricals 62 Ventilation 26
Drainage 19 Lighting 20 Walls 23, 24
Electrics 20, 21 Local office 5 Water assessment 61
Fences 22 Louvre glass 26 Water services 37
Fire safety 61 Our responsibility 48 Windows (metal and pivot) 39
Floors 24 Paving 23 Windows (PVCu) 40
Fly tipping on estates 6 Permissions 66 Windows (timber) 38
Gardens and grounds 65 Pest control 6 Your responsibility 49
Gas; turn off supply 41 Picture finder 8
Gas safety 41, 42, 59 Planned maintenance 55, 56, 57

70
 Feedback

We are committed to improving and we know the best way to do this

is to ask you for your views and, wherever possible, put in place the
changes you want to see.

Overleaf are the contact details for our Resident Involvement Team.
They can provide a wealth of information on how you can get
involved and make a difference.

We would like to hear your views on this booklet; in particular

anything you feel we have missed or would like to see in the next
Repairs and edition to help you.
Maintenance
Handbook You can fill in the boxes on the enclosed Business Reply slip and return
to us in the post or just simply email or give us a call.

Your views are important to us and we are listening, learning

and improving as a result.

71
Repairs and
Maintenance
Handbook

If you want to have a say on our services and

how they are delivered, find out how you can get
involved and make a change.

© By:design. 020 8753 3926 – 2016. 149.10.

Contact the Resident Involvement Team
Hammersmith & Fulham Council
Housing Property Services
Town Hall Extension
King Street
London W6 9JU
Tel: 020 8753 6652
Email: GetInvolved@lbhf.gov.uk