Welcome to the Methodist Ministers’Housing Society

Everyone at the Methodist Ministers’ Housing Societyaims to provide our tenants with the highest possible

level of service.

We have produced this handbook to help you.It contains useful information about the Society, the

services we provide and your rights and responsibilities.We have tried to include as much information as possible.

If, however, you would like to know anything further,we will be happy to help. The Board members and staff

working for the Methodist Ministers’ Housing Societyhope you will be very happy in your home.

Methodist Church House25 Marylebone Road

London NW1 5JR

HOW TO CONTACT THE SOCIETY

Rent-Related EnquiriesTelephone - 020 7467 5273

Email - finance@mmhs.org.uk

Vacating your propertyTelephone - 020 7467 5181Email - legal@mmhs.org.uk

Property Purchase or Sale EnquiriesTelephone - 020 7467 5165Email - legal@mmhs.org.uk

New TenanciesTelephone - 020 7467 5181Email - legal@mmhs.org.uk

Equity AgreementsTelephone - 020 7467 5165Email - legal@mmhs.org.uk

To report a breakdown or problem with your heating system orelectrical repair, telephone British Gas

0800 107 7798 (24 hrs)

All Other Repairs (Monday–Friday, 9am-5pm)Telephone - 020 7467 5271/5270Email - property@mmhs.org.uk

Website - www.mmhs.org.uk/repairrequest

General EnquiriesTelephone - 020 7467 5272

Email - admin@mmhs.org.uk

Chief ExecutiveTelephone - 020 7467 5267

Email – chiefexecutive@mmhs.org.uk

Out-of-Hours Emergency RepairsTo report a home emergency repair (roof, locks or glazing damage),

telephone Home Assistance UK (HAUK)01293 221 041

(Refer to Section 4 if you require further information on repairs)

CONTENTS

About the Society 1

Your Tenancy 2Your Tenancy Agreement     2.1Taking over an Existing Tenancy     2.1Ending your Tenancy     2.2Your Equity Lease     2.3Ending your Equity Lease       2.3Your Rent     2.4

Living in your home 3Your Garden     3.1Keeping Pets     3.1Use of Property   3.1Neighbour Disputes     3.2Lodgers     3.2Subletting, etc.     3.2

Looking after your home 4Society’s Responsibilities     4.1Maintenance of Conservatories and Similar Structures     4.2Tenants’ Responsibilities     4.3Priority to give to your Repair Request     4.5Reporting Repairs     4.7Choosing a Contractor     4.9Items to be Re-Charged     4.10Other Emergencies (Water, Gas, Electric, Fire)     4.11Annual Servicing of Heating and Hot Water Systems     4.14Tenants’ Appliances and Gas Fires     4.14Repair and Maintenance to Heating and Hot Water Systems     4.16Home Electrics Contract     4.18Drainage     4.18

Planned Maintenance 5Double Glazing     5.1Refurbishment of Kitchens and Bathrooms      5.1External Painting     5.2

Saving energy and the environment 6Condensation and Mould Growth     6.1Preventing Dampness     6.2Recycling     6.2Disposal of Rubbish     6.3

Tenants’ Improvements/alterations 7Conservatories and Extensions     7.2Provision of Documentation     7.2

Grants and Contributions 8Decoration     8.1Provision of a Gas Supply     8.1Gas Fires     8.2Garden Sheds     8.2Security Lighting     8.2Loft Insulation     8.2Insulation Grants     8.3Cavity Wall Insulation     8.3Garden Maintenance Grants     8.3Provision of Downstairs WC     8.4Loft Ladder     8.4Provision of a Shower     8.4Payment of Grants     8.4

Aids and Adaptations 9Funding     9.1Hand and Grab Rails     9.3

Garden Maintenance 10Society’s Responsibilities     10.1Tenants’ Responsibilities     10.1

Moving Home 11Transfers     11.1Vacating a Property     11.2

Repairs and Maintenance 12Using the diagram pages     12.1How to report a Repair     12.1Doors     12.2The Basic Structural Elements of your House explained     12.3Locks     12.4Power Failure Fault Finding     12.5Electrical Fittings     12.6Heating Systems     12.7Water Heaters     12.8Windows     12.9Roofs     12.10Gutters and Rainwater Pipes     12.11Drains     12.12Walls and Ceilings     12.13Staircases     12.14Cupboards     12.15Fences and Gates     12.16Toilets     12.17Water Service     12.18Overflows     12.19Taps     12.20Sinks and Wash Basins     12.21Baths     12.22Repair & Maintenance Log     12.23

ABOUT THE SOCIETY

BACKGROUND

The Methodist Ministers’ Housing Society’s roots can be linked with the gift of a manor house and land at Barrow-on-Trent, Derbyshire by Mrs Hoult in 1946. The Society held its first Annual General Meeting in 1948 and is registered under the Industrial and Provident Society’s Act 1965 as an exempt charity. We do not receive any money from the Methodist Church Fund and are dependent on rental income and the generosity of Methodists to fund our work. We own over 950 properties nationwide, managed from our offices in central London. Board Members who govern the Society are recruited from a wide cross-section of the community, including tenants, and bring a range of skills and experience to the Society. They share a common commitment to providing a high standard of retirement houses for all our tenants. A team of professional officers led by the Chief Executive carries out the day-to-day management.

HELPING THE SOCIETY

Tenants can help the Society in a number of ways:

1. by encouraging others, especially those without children or relatives, to bequeath their properties to the Society;

2. by commending the work of the Society to Methodist people;

3. by encouraging Church Councils and individuals to make grants to the Society.

1.1

YOUR TENANCY

Tenants of the Methodist Ministers’ Housing Society have either a tenancy agreement or an equity lease. All are provided with full details in the relevant documentation. Some of the details appear in this section of the handbook.

Your Tenancy Agreement

You will have signed your tenancy agreement when you moved into your property. It can be changed only:

by the agreement of both the tenant (or joint tenants) and the Society;or

by law.

This does not apply to changes in your rent, which may be implemented on three months’ notice (see below ‘Your Rent’).

The agreement will be in the name of the retired presbyter or deacon and his or her partner in the event of a joint tenancy.

Taking over an Existing Tenancy

When an assured tenant dies, the spouse/civil partner has the right to succeed to the tenancy provided he or she is living in the property. In the case of a joint tenancy the surviving partner becomes the sole tenant. The right of succession does not extend to the children of the tenant, spouse or civil partner.

2.1

Ending your Tenancy

When ending your tenancy, you must give at least three months written notice to the Society, and your keys must be returned by the date your tenancy ends. Please refer to pages 11.2 - 11.4 where there is a list of matters to be attended to on vacating the property.

On the death of a sole tenant, or the surviving tenant in the event of a joint tenancy, the executors will be responsible for following this procedure.

2.2

Your Equity Lease

The contribution you made towards the purchase of the property will be converted into an equity share. This will be reflected as a percentage share in the purchase price or, in the case of an existing Society-owned property, a percentage of the value.

This will have been covered in your lease of which you have a copy.

If you are married, or are partners in a civil partnership, the lease will be in the joint names.

Ending your Equity Lease

When ending your tenancy, you must give at least three months written notice to the Society, and your keys must be returned by the date your tenancy ends. Please refer to pages 11.2 - 11.4 where there is a list of matters to be attended to on vacating the property.

On the death of a sole tenant, or the surviving tenant in the event of a joint tenancy, the tenancy is terminable by three months written notice, given either by the Society, or by your executors. The other provisions in the preceding paragraph will then apply.

N.B. Death certificates relating to any tenant or joint tenant must be copied to the Society immediately upon issue.

2.3

Your Rent

The rent payable under your tenancy agreement or equity lease may be varied once a year. Not less than three calendar months notice of any such variation will be given and the revised rent will be payable from the date set out in the notice.

The usual method of rent payment is by deduction from the pension received from the Ministers’ Pension Scheme. However, for those without sufficient pension to cover the rent, separate arrangements will be made.

Rent is payable quarterly in advance on 1st September, 1st December, 1st March and 1st June. Please contact the Society in advance if there is any problem with paying your rent, as persistent late payment without approval could lead to possession proceedings, in accordance with your tenancy agreement or lease.

N.B. The above paragraphs apply only to ministerial tenancies. Other lettings will be dealt with on a different basis

2.4

LIVING IN YOUR HOME

Your Garden

You are responsible for keeping your garden in a clean and tidy condition.

If you find that you are no longer able to carry out all the maintenance yourself and pay for assistance, a grant of £100 per year may be available from the Methodist Church “Fund for the Support of Presbyters & Deacons” (FSPD). Write to FSPD at Methodist Church House for an application form.

Keeping Pets

You may keep dogs, cats, rabbits and similar as domestic pets. If you choose to keep other pets and animals, you must first seek written approval from the Society. You must ensure that all such pets are kept under control and do not cause a nuisance or annoyance.

Where the Society is not the freeholder of a property (predominantly flats), there may be conditions attached to the lease which preclude the keeping of pets. If in doubt, please consult the Society for further advice regarding this.

Use of Property

You must occupy the property as your only and main residence and you must not carry out any profession, trade or business at the property.

3.1

Neighbour Disputes

It is always best to try to resolve any problems with your neighbours yourself. However, if you have persistent problems, then please contact the Society for advice.

Lodgers

You must seek permission from the Society before taking in lodgers. A lodger is someone who lives as part of the household but does not have exclusive use of any part of your home. Also you provide additional services, such as preparing meals and cleaning, apart from the room they occupy. Please notify the Society when they move in and when they leave.

Subletting, etc.

You must not sublet all or any part of your home (including the garage) and you must not assign your tenancy/lease.

3.2

LOOKING AFTER YOUR HOME

The maintenance of your home is a responsibility shared between the Society and the tenant.

Society’s ResponsibilitiesThe Society is responsible for the repair and maintenance of the exterior of the property which includes, but is not limited to, the following items:

4.1

Externally• Window frames and glazing

• Window catches, locks and security devices (where provided by the Society)

• External doors, glazing and frames

• External lighting

• Access steps, paths and driveways

• Drains, gullies and external pipes

• Keeping gutters and drain gullies clear (MMHS will reimburse for one annual clean)

• Boundary and divisional garden fences, where provided by the Society, but excluding painting with preservative

• Roofs

• Walls

• Chimneys

• Decoration of previously painted areas (refer also to page 5.3)

• Provision of a garden shed where there is no garage at the property (refer also to page 8.2)

• Pruning or removal of large forest-type trees (refer also to page 10.1)

• Conservatories (see page 4.2)

Society’s Responsibilities (cont)

Internally

• Cold water storage tanks and supply pipe work

• Electrical installations including wiring and consumer units, switches, lighting, powers points and extractor fans

• Kitchen units, worktops, sink, taps, waste pipes, traps and associated wall tiling

• Sanitary fittings including wash hand basin, taps, WC pan and cistern, bath, showers, WC seats and lids ( all as a result of fair wear and tear), waste pipes, traps and associated wall tiling

• Plumbing

• Floorboards

• Internal doors, frames, hinges, handles and catches

• Internal glazing in excess one-half-square-metre area

• Heating systems (see also pages 4.14 - 4.17)

• Floor covering in wet areas, ie. kitchens & bathrooms

Maintenance of Conservatories and Similar Structures

The Society will repair and maintain a conservatory which was in place when the property was purchased or was erected by a former tenant, and the property has since been re-let. When the structure is deemed uneconomical to repair, the Society will fund its removal and the making good of associated damage to external walls, footpaths and patio areas. The remaining access to the property will also be made safe and secure.

4.2

Tenants’ Responsibilities

The tenant is responsible for the repair and maintenance of the interior of the property which includes, but is not limited to, the following items:

Externally

• Taps

• Doorbell

• Greenhouse

• Shed (where there is already a garage at the property)

• Patios or decking

• Clothes posts, lines and rotary dryers

• Stores and sheds not owned by the Society

• Replacement of locks when keys are lost, or the provision of replacement/additional keys

• Additional locks

• Security alarm systems

• Pipes in outbuildings, damaged by freezing

• Provision of water meters

• Paths and paving not directly serving an entrance door

• Fences erected by tenants within the demise of the property

• Treatment of fences with preservative (regardless of ownership)

• Gardens - including garden ponds (see also pages 10.1 and 10.2)

• TV and radio aerials and satellite dishes

• Some external redecoration (refer also to pages 5.2 and 5.3)

4.3

Tenants’ Responsibilities (cont)

Internally

• Routine redecoration

• A repair not attributable to the normal wear and tear of items normally the responsibility of the Society

• All fittings and appliances not provided by the Society (includes cookers, ovens whether built-in or not, and cooker hoods etc.)

• Fuses, light bulbs and fluorescent tubes

• Security alarm systems

• WC seats (where existing is serviceable or at tenant’s request)

• Shaving points

• Saniflo-type macerators

• Sink, bath and basin plugs and chains

• Internal glazing less than one-half-square-metre area

• Blind and curtain rails

• Floor coverings (which are laid on the structural floors in the property) except in wet areas

• Clothes airers

• Hat and coat rails and hooks

• Shelving

• Minor plaster cracks

• Fitted wardrobes and doors

4.4

PRIORITY TO GIVE TO YOUR REPAIR REQUEST

When you need to arrange a repair please phone the office first so details can be logged. The following tables give examples of the priority and timescales that repairs should be given:

Emergency (normally within 24 hours)

• Bursts or major leaks to external water supply pipes and major leaks to internal water services

• Blocked or overflowing sewers and internal soil stacks• Storm or flood damage to the structure• Dangerous structures, wall collapse, major structural leaks and

defects• Repairs to front and rear entrance doors and balcony windows

where the property is insecure• Defects to WC pans or cisterns (where the house has only one

WC)• No hot water or central heating (refer also to pages 4.16 and

4.17)

Urgent (normally within 7 working days)

• Minor leaks to external water supply and minor leaks to internal water systems

• Faulty taps and ball valves• Blocked flue to an open fire• Serious roof leaks and defects• Defective central heating (refer also to page 4.16)• Defective immersion and water heaters (where there are no

additional/secondary forms of water heating)• Renewal of sanitary ware (where unusable/unsanitary)

4.5

Priorities (cont)

Routine (normally within 28 working days)

• Repairs to doors, windows and general joinery repairs (unless external doors or windows are insecure)

• Renewal of doors and windows (unless insecure or being dealt with under planned maintenance)

• Repairs to floors• Minor repairs to house and garage roofs• Repair/renewal of guttering and rainwater goods• Renewal of sanitary ware and external plumbing goods (where

being replaced due to fair wear and tear)• Repair of paths, fences, garden walls (where these are the

Society’s responsibility), other than minor faults that are the tenant’s responsibility

• Repairs to external rendering, pointing or brickwork

4.6

REPORTING REPAIRS

EMERGENCY SERVICE

The Society has a contract with Home Assistance UK (HAUK) for emergency repairs (see page 4.5) that need doing out-of-hours, particularly those concerning roof, locks or glazing damage. The telephone number is 01293 221041. The work carried out will be to make the property safe.

In some instances, HAUK may not be able to assist. You should then find an emergency local contractor and arrange for works up to a maximum value of £250 to make the property safe.

Further work required should be reported to the Society at the next available opportunity, using the procedure detailed below for reporting a repair.

A separate service is available for the breakdown of gas central heating, hot water appliances and electrical repairs (see pages 4.16 - 4.18)

How to Report a Repair

All repairs must be reported to the Society. Permission must be obtained before a contractor is engaged or the Society may not reimburse you.

You can report either by telephoning, writing, sending an email to the office, or reporting via the Society’s website www.mmhs.org.uk/repairrequest Most common repair needs are covered in the diagram pages so you may find these helpful in describing the repair to both the Society and the contractor. Please do not forget to include your name, address and telephone number when reporting the repair.

For repairs other than to gas-fired boilers, central heating, and some electrical and drainage repairs, we will ask you to appoint a local contractor.

4.7

Choosing a Contractor

Which Contractor is Suitable for the Job?The contractor must be based within 20 miles of your property.

Where possible, contractors should be registered with Construction Line or “Checkatrade.com” or other trade organisations such as NICEIC, FENSA, CERTASS, Gas Safe, etc., if they are not known to you. You may be able to obtain recommendations for locally known contractors who have carried out work for Methodist churches in your area.

How will you make sure they do a Good Job?The contractors will be required to meet the following standards:-

Tradesmen will have appropriate trade qualifications and will be conversant with customer care standards and practices and health & safety procedures. They should be appropriately dressed and carry some form of identification.

Operatives will avoid mess and protect tenant’s furnishings and decorations.

They will encourage tenants to complete and return the satisfaction questionnaires that will be provided to all tenants having work carried out.

The main contractors will provide management information to the Society at least monthly on a number of agreed items including the progress of all repairs and the costs.

Random inspections will be carried out before and after work has been carried out.

How will I know the Priority Given to my Request?When an order is raised you will be sent a ‘Tenants Satisfaction Form’ setting out the work ordered and the priority it has been given.

4.9

Items to be Re-Charged

The Society reserves the right to refuse to reimburse or to re-charge tenants for items on invoices covering the following:

All items for which the tenant is responsible (see pages 4.3 and 4.4)

Renewal of toilet seats

Re-fixing of radiators or any other items normally permanently fixed to the structure of the property

The cost of investigating and rectifying electrical problems involving electrical appliances owned by the tenant

Any enhancement to, or variation from, the Society’s approved specification(s)

Rectification of problems caused as a result of work undertaken by the tenant (although not by a former tenant or owner)

The tenant will be liable for the full cost of such work, including applicable taxes, but the Society will not levy any fee for administering the re-charge.

4.10

OTHER EMERGENCIES

In the event of an emergency happening in your home it is vital to know where essential services are located and how to isolate them. You should make sure you know where the stopcock, the electricity box and the gas supply tap are located. Please make a note of all these and display in a prominent place. This will enable anyone to switch off as necessary if there is an emergency and you are not at home.

Water

You can turn off this supply by turning the main stop tap clockwise. Check it every six months to ensure you can turn it on and off. It is very important to take precautions against burst pipes in winter. If you are away from your home overnight and there is a risk of frost, leave your heating on a low setting. If you are away for a longer winter period, drain your plumbing/heating system and switch off your boiler/immersion heater. Alternatively, leave your heating on and ask a neighbour or friend to operate it for you.

There will also be other stopcocks on the cold water supply pipe from the cold water tank and on the pipe serving the hot water installation. Drain cocks are normally located on the lowest point on the system under the sink and near a boiler and these allow the system to be emptied of water.

Gas

A control valve is always located at the side of or above the meter. The gas valve is closed when the handle is at right angles to the pipe.

Under no circumstances tamper with your gas installation or equipment.

4.11

IF YOU SUSPECT A GAS LEAK, IMMEDIATELY:

Extinguish all naked flames

Turn off the gas at the meter

Do not touch any electrical switch

Open doors and windows

Call the Gas Emergency Helpline number 0800 111 999

Leave the property

Electricity

Detailed advice is available from electricity showrooms.The following tips may be useful:

Never run an electrical appliance from a light socket

Do not run wire under carpets or rugs

Make sure plugs are wired correctly and fitted with correct fuses

Always follow manufacturer’s instructions and guidance

Avoid the overloading of power sockets when using multi-adaptors

Replace frayed flex

Never take any electrical appliance into the bathroom

4.12

Fire

If a fire breaks out:

Get everyone out as quickly as possible

Try to close doors and windows if you can as this will prevent the spread of fire and smoke

Dial 999 or ask a neighbour to request the Fire Service and give your exact address

NEVER use water on a fire involving electrical equipment, cooking fat, oil or spirit

Warn your neighbours, especially if they occupy a flat in the same complex

Ensure that your family knows what you do in the case of a fire practice or fire drill for your home

Remember: Never re-enter a burning building or do anything that would endanger your safety.

4.13

ANNUAL SERVICING OF HEATINGAND HOT WATER SYSTEMS

Society’s Responsibilities

The Society has a contract in place with British Gas to:

Carry out, at periods not exceeding 12 months, a safety check of every gas-fired appliance owned by the Society in every property owned by the Society.

Carry out, at the same time as the safety check, a full service, clean and inspection of every gas-fired boiler owned by the Society.

Inspect all structural flues (chimneys and the like) serving appliances, regardless of the ownership of the appliances.

Inspect and test all gas supply pipe work, regardless of the ownership of the appliances the pipe work is serving.

Undertake a visual inspection of any gas-fired appliance not owned by the Society but which are attached to the Society’s gas supply pipe work (for example, cookers and hobs) but not including gas fires with balanced or fan assisted flues.

British Gas is unable to assist with the servicing, etc. of oil-fired, LPG or other systems. Therefore, tenants should find a local supplier who can offer a contract to look after such systems. The Society will reimburse any costs incurred.

An annual inspection should cover and test any oil tanks, valves and safety devices serving oil-fired appliances in properties owned by the Society or for which the Society is responsible.

Tenants’ Appliances and Gas FiresGas fires are the responsibility of tenants.

The Society will carry out an annual safety check of any gas fires in a property, provided the gas fire is connected to the Society’s flue or chimney. Gas fires with balanced or fan-assisted flues will not be safety-checked by the Society. This is the responsibility of the tenant.

4.14

Tenants will be responsible for the repair and replacement of any gas appliance not owned by the Society.

Defective AppliancesThe following table sets out the action the Society will take if a gas appliance in one of its properties is issued with a ‘defects notice’ or becomes irreparable:

Appliance

Built-in gas oven, hob or freestanding cooker

Fan or balanced flue gas fire

Gas fire connected to the Society’s chimney or flue but not connected to a gas boiler (back boiler)

Gas fire connected to the Society’s chimney or flue and connected to a gas boiler (back boiler)

Any other appliance connected to the Society’s gas supply or central heating system

Action

No action - the tenant will be responsible for the repair and/or replacement of the appliance

No action - the tenant will be responsible for the repair and/or replacement of the appliance

No action - the tenant will be responsible for the repair and/or replacement of the appliance

The Society will replace the boiler with a SEDBUK A- or B-rated boiler. The replacement of the fire will be the responsibility of the tenant

No action - the tenant will be responsible for the repair and/or replacement of the appliance

4.15

REPAIR AND MAINTENANCE TO HEATINGAND HOT WATER SYSTEMS

The Society has a contract with British Gas for all gas-fired boilers and appliances. It is an unlimited calls contract so please report any problems directly to British Gas on 0800 107 7798 and they will send an engineer.

Tenants with oil-fired, LPG or other systems should arrange a contract with the supplier for your area. The Society will reimburse any costs you incur.

Repair CategoriesThe following are classified as emergencies:

Item of Work

• Gas or oil leak

Operational PriorityPeriod

April to September inclusive

Emergency

• Water leak causing (or likely to cause) structural damage

• Total failure of hot water system

• Carbon monoxide incident

• Any failure affecting a vulnerable tenant

4.16

Item of Work

• Gas or oil leak

• Water leak causing (or likely to cause) structural damage

• Total failure of heating and/or hot water system

• Partial failure of heating and/or hot water system

• Carbon monoxide incident

• Any failure affecting a vulnerable tenant

OperationalPeriod

October to March Inclusive

Priority

Emergency

Other repair categories are as follows:

• Total failure of heating system April to September inclusive

January to December inclusive

Urgent

• Boiler replacements Planned

• Complete heating replacements

• System upgrades

4.17

4.18

The Society also has a contract in place with British Gas to repair some electrical items as long as they are not problems caused by design faults, cosmetic or third party damage.

These are:

Unlimited callouts with parts and labour included for fitting standard replacement parts, ie. plug sockets, light switches, etc.

Up to £1,000 for gaining access to internal electrics and any external lights that are less than 10m above ground level to make a repair and make good any damage caused by the work.

Prioritised callout where there is a total loss of power or lighting.

Call British Gas on 0800 107 7798.

If your item is not included in the contract you will be advised and you should then call the Society’s offices following the “How to Report a Repair” procedure starting on page 4.7.

HOME ELECTRICS CONTRACT

DRAINAGE

The Society has an account with a national contractor. If you have any drainage problems please call the Society’s office so we can arrange a callout for you.

PLANNED MAINTENANCE

The Society has a programme of maintenance which includes items such as double glazing, refurbishment of kitchens and bathrooms, central heating boilers, driveways and external decorating.

Properties are inspected by a surveyor once every 5 years and a report sent to the Society, which gives details of the life expectancy of such items, together with any repairs required immediately.

The information is used to identify work to be included in each year’s programme and helps to plan for the next 5 years.

Each year a budget figure is agreed for each item and a programme is then drawn up.

Double Glazing

Priority will be given to those properties where the existing windows and doors have wooden frames with single glazing. Attention is also given to those with old aluminium frames where the double glazing is no longer effective.

Refurbishment of Kitchens and Bathrooms

The Society has adopted a standard specification for refurbishment. When we advise you that work can commence on either of these components, we will inform you of the relevant standards. You may choose items of a higher standard or specification, but you will then be required to meet the difference in cost.

5.1

The Society will not provide the following items:

Floor coverings in non-wet rooms (including, but not limited to, carpet, vinyl, lino, cushion and laminated flooring). Also blinds, curtains, curtain rails and other items of furnishing

White goods/kitchen appliances (including, but not limited to, cookers whether freestanding or built-in, hobs, extractor hoods, fridges, fridge/freezers, washing machines, dish washers or tumble dryers)

Carousel units, open-ended kitchen cupboards, glass-fronted kitchen cupboard doors, under unit lighting.

Tenants holding an equity share in the property will be required to pay a proportion of the cost of the planned work. The percentage of the cost to be charged to the tenant will equal the percentage of equity held.

If you decide not to proceed with the proposed planned work, then that element of the work will be deferred for a period of 5 years. In exceptional circumstances (for example, postponement on medical grounds), the Property Services Director may defer the work for a shorter period of time.

External Painting

The Society has a programme for external decoration. The extent of this work will be limited to:

The main property

Permanent outbuildings - garages, brick-built storage sheds, timber sheds where supplied/maintained by the Society (usually where there is no garage with the property)

5.2

Metal fences and gates

Previously-painted (not stained, varnished or untreated) timber gates

Garden sheds, summerhouses, greenhouses, conservatories, decking, but stained, varnished or untreated timber fencing and other similar structures are excluded, and fall within the tenant’s responsibility including the treatment of fences with preservatives such as Cuprinol.

5.3

SAVING ENERGY AND THE ENVIRONMENT

The Society aims to provide its residents with properties which provide affordable warmth.

You can also help yourself, in a number of ways, to save energy and thereby improve your quality of life as well as the environment, with the added bonus of cutting your energy costs. The following suggestions may be of help to you.

Condensation and Mould Growth

Most of the complaints we receive about dampness turn out to involve condensation. This is caused when moisture carried by warm air reaches a cold surface and is deposited onto it. Condensation can cause damage to decorations, floor coverings, clothes and bedding.

You can limit condensation and mould growth by producing less moisture, and providing ventilation to remove moisture.

Try to reduce the amount in the air - e.g. keeping lids on saucepans

Open windows to prevent water vapour or steam travelling to colder areas of your home

Do not use paraffin or portable gas heaters

Keep kitchen and bathroom doors closed when these rooms are in use

Try to keep your home sufficiently heated to avoid cold surfaces onto which water vapour can be deposited

Do not block up any air bricks or vents

Use extractor fans, where installed, in kitchens and bathrooms

6.1

Wipe surfaces which have become wet with condensation

Clean off any mould growth as soon as it occurs, with anti-fungicidal solution or a dilution of household bleach mixed with water

Properly vent tumble dryers to the outside

Dry clothes out of doors where possible

Ventilate behind wardrobes and cupboards by leaving a space between the back and the wall

Preventing Dampness

The damp-proof course in the external walls of your home is to stop dampness rising from the ground. There are also often airbricks in walls below suspended ground floors to prevent moisture from building up under the floors. It is essential that the soil level is kept below the level of the damp-proof course and the airbricks are kept clear.

Recycling

Most local authorities now have established a range of recycling facilities in their districts, which provide segregation of garden matter, building rubble, general household rubbish, cardboard, newspaper and glass of various types.

6.2

Disposal of Rubbish

Normal household rubbish will be collected by your local council. If you have bulky items to dispose of, you should either take them to the local recycling facility or arrange with your local council for a special collection (for which you may have to pay). Rubbish must not be allowed to accumulate.

N.B. The loft of your property is not usually meant for storage. If you do place items in the loft, you do so at your own risk and the Society will not accept responsibility for any injury incurred. You will be responsible for making good any resulting damage.

6.3

TENANTS’ IMPROVEMENTS/ALTERATIONS

You have the right to carry out improvements to your home, subject to the Society’s consent. If you wish to make an alteration or improvement you must apply in writing to the Society. You must not undertake any such work without first obtaining the Society’s written consent.

Permission will normally be given provided the nature of the work is satisfactory. We may inspect the work on completion to ensure that it has been carried out to a satisfactory standard.

The Society will not allow the installation of solar panels on roofs.

For certain works it will be necessary to provide details, drawings and a written specification together with an estimate of costs. You may also need to check whether building regulation approval and/or planning permission is required before any work is commenced. Any consents should be copied to the Society and you should also ensure that the title to your property does not include any provisions that could have a bearing on your proposals or require any approval from a superior landlord. The Society can assist in this area.

You will be responsible for the ongoing maintenance of any alterations you may make (subject to the Society’s discretion).

When the cost of an improvement is more than £10,000 (including VAT), the increase in value resulting from the improvement will be added to any percentage (‘equity’) share you may hold in the property or be recorded as a new equity share if you do not currently hold one.

To qualify under this policy, work must be either structural in nature, provide additional facilities or improve either the kitchen or the bathroom. Fixtures, fittings and decoration do not qualify as improvements, and the cost of such items will not be considered when calculating the sum the tenant spends. Professional fees incurred (but not local authority or other statutory costs) will be considered. The increase in equity reflects the increase in value.

7.1

To qualify for equity share, the work must be either structural in nature, provide additional facilities or improve either the kitchen or bathroom. In calculating the tenant’s outlay, fixtures, fittings and decorations do not qualify as improvements and the cost of such items will not be taken into account. Professional fees, but not local authority planning or other statutory fees, may be considered. In order to calculate the equity value increase, if any, a surveyor will be appointed by the Society to provide two valuations - with and without the improvement. The difference between these two amounts will be converted into the percentage equity share. The surveyor’s fees for the valuations and the legal fees for preparing the equity lease will be the responsibility of the tenant. It should be noted that the equity value may be less than the cost of the work

Conservatories and Extensions

Generally, the Society will not raise any objection when a tenant wishes to replace an existing or add a new conservatory or other similar structure to the property, although DIY or self-build structures are unlikely to receive approval.

The Society will not provide any financial contribution towards such work.

Provision of Documentation

As mentioned above, the tenant will be required to provide the Society (on completion of the work) with all necessary permissions and approvals (such as Planning and Building Regulation), certificates (such as gas and electrical safety) and guarantees.

Guarantees should be in joint names (the tenant and the Society) or should be transferable should the tenant move to another property.

The release of any grants or contributions in respect of work of this kind will be reliant on the receipt of all relevant permissions and certificates.

7.2

GRANTS AND CONTRIBUTIONS

DecorationTenants moving into either newly purchased or existing Society properties, that have not been refurbished before the start of their tenancies, will be entitled to an initial contribution towards decoration costs of up to £600.

Tenants whose homes are subject to major improvement or capital works (refurbishment, replacement of central heating, kitchen or bathroom refurbishment, rewiring etc) will be eligible for a contribution towards the redecoration of the rooms affected by the work. The contribution will be agreed between the tenant and the Property Services Director and will be based on the cost of bringing the affected areas back to an emulsion finish (regardless of previous finish). The contribution will not exceed £100 per affected room and, in total, £600 per property.

The decoration contribution will remain open for claim for a period of twelve months from the date of occupation by the tenant or from the date of completion of the project. Claims made beyond this period will be paid at the discretion of the Property Services Director and only in exceptional circumstances.

Provision of a Gas Supply

The Society will fund the provision of a gas supply to a property not currently served by gas. The gas supply entry position will be as dictated by the supply company. Costs relating to extending the supply to main appliances such as gas fires, cookers and hobs owned by the tenant will be met by the tenant.

8.1

Gas FiresThe Society will offer a contribution towards the cost of a replacement gas fire only where the Society replaces an existing gas fire / back boiler system with a wall-mounted gas boiler. The maximum contribution the Society will make in this respect is £200.

Garden ShedsWhere a property is not provided with a garage, the Society will meet the total cost of the purchase and installation (including base) of a single garden shed not exceeding 4.5 square metres (48 square feet) of floor area. Sheds will be expected to have had a useable life of 20 years before replacement will be considered.

Security Lighting

The Society will meet the full cost of a coach type or low wattage halogen type light fitting to each external door serving the property. The cost of individual light fittings will be limited to £25 per fitting including VAT.

Loft Insulation

The Society will endeavour to upgrade loft insulation provision to the standards appertaining at the time when a property is modernised or is to benefit from a replacement heating system.

8.2

Insulation Grants

Tenants will be encouraged to take advantage of insulation grant schemes available and the Society will fund all of the tenant’s contribution under such a scheme.

Cavity Wall Insulation

Various schemes exist to provide low-cost cavity wall insulation to tenants, and the Society will fund 50% of the tenant’s contribution under such a scheme. The type of insulation material to be used must be approved, in advance, by the Society. An approved material is one which is water repellent, i.e. it will not allow moisture to bridge the cavity and cause internal dampness.

Garden Maintenance Grants

The grant will be payable only where circumstances are such that tenants require assistance with the cost of maintaining their garden in compliance with the conditions of their tenancy agreement or lease.

If you pay someone to help you with the basic tasks of mowing the lawn, weeding borders, etc., you may apply for a grant from the Methodist Church “Fund for the Support of Presbyters & Deacons” (FSPD). Write in to FSPD at Methodist Church House for an application form.

Grants of up to £100 per year towards these costs may be available.

8.3

Provision of Downstairs WC

A contribution of up to 50% towards the cost of providing a WC will be made, although not usually in the first 5 years of occupation of a newly purchased property.

Loft Ladder

A contribution of up to 50% of the cost of installing a loft ladder will be made.

Provision of a Shower

A contribution of up to 50% of the cost of installing a shower over the bath will be made.

Payment of Grants

Payment can be made directly into your bank account. If you provide your bank and account details we will transfer the relevant amount and confirm this by either letter or email.

8.4

AIDS AND ADAPTATIONS

As a responsible landlord, the Society is committed to assisting tenants to obtain aids and adaptations, where they are required, and will provide an annual budget to supplement resources available from Local Authorities.

Examples include the following: additional grab rails, replacing a bath with a shower, provision of a downstairs wc, a special or raised wc, suitable washbasin, remote control window openers, additional socket outlets, relocation of heating controls, adaptations to kitchens. This list is not exhaustive and any provision that enables a tenant or spouse to maintain independence will be considered.

Recommendations for aids and adaptations are normally generated by a Social Services occupational therapist’s assessment of the tenant’s or spouse’s needs. Where the request comes directly from the tenant, family or other advocate, it must first be referred to Social Services to enable an assessment to be carried out. This includes any request to replace a bath with a shower.

Where Social Services are unable to provide an assessment within eight weeks of the application, the Society will contribute 50% of the cost of a private assessment if the tenant so wishes.

Where an assessment generates a requirement for substantial adaptation which is high cost, technically difficult or inappropriate in the property concerned, sensitive consideration may need to be given to the provision of alternative accommodation.

9.1

Funding

Where an assessed aid or adaptation will cost less than £100, it will be provided from the annual budget for such provision, if no other source of funding is available.

Where a tenant is refused Local Authority funding on the ground that the work exceeds the financial threshold, the tenant will be expected to make a contribution towards the cost. The contribution will be based on savings held by the tenant and will be calculated on the following basis:

Savings of less than £20,000 - the Society will meet 100% of the cost.

Savings between £20,000 and £50,000 - the Society will meet 50% of the cost.

Savings of more than £50,000 - the Society will not contribute.

If no other source of funding is available the work will be funded from the Society budget. This will cover occupational therapy assessments, purchase of equipment, adaptation works and associated fees. Priority will be given on the basis of need balanced with length of time since the initial application was made. Aids and Adaptations funded by the Society will remain the property of the Society.

The Society will contribute a maximum of 50% of the cost of the installation of a downstairs WC. This assistance will not be provided without medical justification in the first 5 years after purchase of a property. Medical justification will not otherwise be required. No financial assistance will be provided if the tenant holds more than £50,000 in savings.

Maintenance and running costs of major installations such as stair- lifts and hoists etc. will be the responsibility of tenants.

The Society does not have the expertise to decide which aids and adaptations are appropriate for an individual. We therefore require requests for adaptations to be supported by a professional such as an occupational therapist.

9.2

Hand and Grab Rails

These are often funded by Social Services. The approval of the Society must be sought before any rails are fitted.

Where steps from access paths to external doors do not have a rail, the Society will fund this provision.

9.3

GARDEN MAINTENANCE

Tenants are wholly responsible for the maintenance of any individual or shared garden they have access to and/or enjoyment of. Annual garden maintenance grants may be available as detailed on page 8.3.

Society’s Responsibilities

The Society will be responsible for the management, pruning, lopping and / or reduction of ‘forest’- type trees. These include oak, silver birch, conifers (generally), ash, horse chestnut, rowan, flowering cherry and willow.

The tenant will be responsible for keeping the Society informed of:

(a) the condition / size of such trees(b) the issue by the local authority of any tree preservation

orders affecting Society properties.

The Society will not be responsible for the lopping, pruning or reduction of any trees, shrubs and hedges of any kind encroaching from neighbouring properties.

Tenant’s Responsibilities

The tenant will be responsible, throughout the year, for:

Keeping the grass at a reasonable length

Pruning and trimming shrubs, bushes and other flowering plants as necessary

Maintaining beds and other similar areas in a weed-free condition

a

10.1

Preventing any plant or shrub encroaching onto footpaths (public or private) or into adjacent gardens

Trimming and keeping to a height not exceeding 1.8 metres (6 feet) and to a reasonable width any hedges (including leylandii and other similar varieties)

The pruning, lopping and / or reduction as necessary of all ‘domestic’-type trees including all fruit-bearing trees, laurel (including in hedges) and ornamental trees such as lilac etc

Generally maintaining gardens in a tidy and well kept condition

10.2

MOVING HOME

Transfers

The Society’s transfer policy enables tenants to move if they either need or wish to do so.

Tenants who need to move

These include those who:

Need smaller, more suitable, accommodation because of a medical condition or problems with mobility;

Need to move to be nearer to family who are providing support.

You will be asked to complete an application form and provide details of savings. This information will be used to calculate the contribution the Society will make towards the purchase of a property, and any contribution the tenant may be asked to make.

The Board reviews the figures each year. The maximum Society contribution is based on the average price of a 3-bedroomed property in the UK as provided by the Land Registry.

On receipt of your application, you will be visited to discuss your requirements and consider the options available.

It may be that an existing Society property is available, or you may need to register with estate agents and look for a new home. You must not begin the search for another property until you have been given the go ahead to do so. If your current property is not required by another tenant transferring, or a new applicant, we will arrange for it to be marketed for sale or let. When an offer has been accepted you may then identify a property you would like the Society to purchase and forward details to the Society. If the property is considered to be suitable, we will negotiate the purchase and bear the cost of the legal and survey fees. You will be responsible for your own removal costs.

11.1

Tenants who want to moveIf there is no medical or compassionate reason for a move but you want to move to another area or another property in the same area, the process is the same. You are, however, required to contribute £2,000 towards the legal and survey costs and bear your own removal costs.

The Society must, at all times, ensure that sufficient resources are available to meet its obligations to new applicants retiring each August. Tenants requesting a transfer may, therefore, be required to abandon, postpone or delay their search for a property. Please do not wait until your need for a move is urgent before applying.

NB The Society’s policy on the acquisition of new properties may change from time to time and the above arrangements will only apply if suitable policies are in place at the relevant time.

Vacating a PropertyWhen you have decided that you will be moving out of yourhome you should:

Contact the Society in writing, giving 3 months notice (this does not apply to tenants who are transferring).

Use the checklist which will be sent to you - a copy is included in this section of the handbook.

The following actions are covered in the checklist:

Water Drain the hot and cold water tanks and turn off the main stop tap. Engage a plumber if necessary and send the invoice to the Society for payment. Notify the water company of your leaving date so that your final water rate/metered bill can be prepared. Advise the Society of the name and telephone number of the water company. If your property has a separate supplier for sewerage (waste water) please identify the company.

11.2

Central Heating Engage a plumber or heating engineer to drain down the central heating system and send the invoice to the Society for payment. Turn off the main gas or oil supplies and also any electric controls and immersion heaters once the heating system has been drained down.

Gas/Oil and Electricity Immediately prior to leaving, have the gas and electricity meters read so your accounts can be settled. Turn off all supplies at the meter. Advise the utility supply companies to send all future correspondence, including estimated bills, to the Society. Advise the Society of the names and telephone numbers of the various suppliers.

Local Authority You are responsible for paying Council Tax until the date when the keys are returned to the Society. Advise the local authority of the date from which the property is clear of furniture so that any Council Tax adjustments can be made. The Authority should be advised to send all future correspondence and bills to the Society. Advise the Society of the name and telephone number of the Local Authority.

Telephone Settle your account and have the telephone disconnected unless otherwise agreed.

Furniture All furniture, freestanding electrical items and freestanding gas cookers must be removed from the property (including from all outbuildings, garages, lofts and basements). Fitted/integrated kitchen appliances can remain. Any expenses incurred by the Society for having to arrange the removal of any such items will be recharged to you.

Fixtures and Fittings Carpets, curtains and cooker, etc. are your property and you can therefore remove or dispose of them as you wish. You may make a private arrangement with an incoming tenant or purchaser to buy any of these items but the Society cannot be involved in these negotiations nor can the Society purchase any of the items. The Society is happy if curtains and carpets remain but will not pay for them.

11.3

Aids and Adaptations If required by the Society, all or part, of any aids or adaptations fitted during your tenancy must be removed at your expense and any resulting damage made good.

Gardens If your property has a garden please suggest a couple of local gardeners we could approach and attach their details to the checklist. Please advise on access to the garden and send us any relevant keys clearly labelled along with the other keys. Please complete the questions on the checklist.

Keys If you wish to leave one set of keys with a trusted neighbour you may do so, but we must be advised of this and provided with the name, address and telephone number of the keyholder. All other external door keys should be posted separately to the Society by registered post identified, for security reasons, by town only.

Burglar Alarm Please fill in the details about the alarm, if you have installed one at the property, on the checklist. Please advise us if it has been left on or off. Please leave any paperwork regarding the alarm in the property for the incoming tenant/owner.

New Address Please give us your new address and, if possible, a telephone number.

11.4

(VACATING A PROPERTY CHECKLIST

Please fill in this form as the various items referred to on the accompanying notes are completed, andreturn it to the Housing Society under separate cover from any keys.

TENANT NAME:

TENANT ADDRESS:

P No:

Item

T.No: Date Notice Expiring

DateCompleted

InitialsDetails (please complete all boxes with information requested or mark n/a)

Drain hot & cold water tanks and turn off stopcock

Name and Tel No of water supplier:-

Notify water supplier of leaving date:-

If meter, please provide final reading & date:-

Ask for future correspondence to be sent to Society

WATER

SEWERAGE If your property has a separate supplier for sewerage please complete this section.

Name and Tel No of sewerage supplier:-

Notify sewerage supplier of leaving date:-

Ask for future correspondence to be sent to Society

CENTRALHEATING

Ask plumber to drain down system and send bill to Society for payment

Turn off date:-

GAS/OIL Name and Tel No of gas/oil supplier:-

Final gas/oil reading and date:-

Ask for future correspondence to be sent to Society

ELECTRICITY Name and Tel No of electricity supplier:-

Final electricity reading and date:-

Ask for future correspondence to be sent to Society

Item Details (please complete all boxes with information requested or mark n/a)

Name, address & Tel No of local authority:-

Account No:Date from which property is clear of furniture:-

Council Tax Property Band:-Ask for future correspondence to be sent to Society

DateCompleted

Initials

LOCALAUTHORITY

TELEPHONE

FURNITURE

Settle account and have telephone disconnected

Is the property now unfurnished as detailed on the notes?YES /NO (If no, please supply details)

Have all aids and adaptations that were fitted in the propertybeen removed as requested? YES/NO

Is there a separate entrance to the garden? YES/NOIs the key enclosed? YES/NOList of suggested gardeners attached? YES/NO

If leaving one set of keys with a friend, neighbour or relative please write name, address and contact telephone no. below:-

AIDS &ADAPTATIONS

GARDENS

KEYS

Please provide details of location of keys to internal doors, windows, outbuildings, etc:-

BURGLARALARM

Have you installed a burglar alarm?

Date of installation:Code:

Removal date of alarm if applicable:

YES/NO

DATE KEYSDISPATCHED

DATEPROPERTYVACATED

NEW OR NEXTOF KIN’SADDRESS/TEL NO.

Date keys dispatched to Society’s offices:-

Date property vacated:-

Please insert below:-

Thank you very much for your help.

REPAIRS AND MAINTENANCE

Using the diagram pages

Most repairs to properties are minor and the diagram pages which follow are a useful way of identifying and describing them. On other pages you will find information on the location of such things as stop- taps and fuse boxes etc. The position of these items can then be logged in the table below to assist when dealing with repairs and emergencies. You should also fill-in the repair log when work is carried out (page 12.23.)

Position in Home

Stopcock

Fuse box

Gas tap

Trip switch

Boiler

Water tank

12.1

HOW TO REPORT A REPAIR

Doors

Frame

Glazed Panel

KeepNight Latch

Door Stop

Mortice Lock

Letterplate

Weatherboard

Typical Door

Please tell us Which door is affected (internal or external)?

Have you a security system?

Was the damage the result of a forced entry?

If the door will not close properly, has it been recently painted, or does it show signs of warping or swelling?

Is there any damage to the frame, locks or door furniture?

If a glazed panel is broken, what is the type of glass and how was it broken?

If the door will not lock/latch properly, is it because the lock/latch itself is broken, or because it doesn’t line up properly with its keep? (You can test this by opening the door to see if the lock operates properly in the open position).

12.2

12.3

Locks

Mortice Latch

Mortice Lock

Night Latch(Yale Lock)

The Striking Plate orKeep should be fixed tothe door frame.

If the Lock is sticking, youmight try lightly oiling itthrough the keyhole.

If you have lost or brokenyour Key, we may be ableto gain entry and changepart of the Lock.

Rim Lock Rim Deadlock

Please tell us Which lock is affected and is there a second lock in the door?

What type of lock is it (this may be shown on the key)?

Has the door been forced open?

If the lock needs re -fixing, what is the door made of (eg. wood, plastic, metal)?

Do you have a security problem?

12.4

Power Failure Fault Finding

A B

Miniature CircuitBreakers switchoff automatically ifthere is a fault onthe circuit.

A Residual CurrentCircuit Breaker (RCCB) B Miniature Circuit

Breaker (MCB)

Your main electric switch may nowincorporate an automatic switch offdevice called a Residual CurrentCircuit Breaker (RCCB).

If a situation arises which creates apotential shock danger or fire risk, the RCCBwill switch off automatically.

If the reason for this is not clear then youshould:

1)

2)

3)

Switch off all MCB’s (marked B inthe drawing).

Return the RCCB switch to the ‘on’position (marked A in the drawing).

Switch on each MCB in turn untilthe RCCB automatically switchesoff.

Switch off and unplug anyappliance connected to thatcircuit. If more than one, try toswitch the RCCB to the ‘on’position after disconnecting eachappliance. In this way the faultyappliance can be identified

There might also be smaller switcheswhich replace fuses. These are MiniatureCircuit Breakers (MCB’s).

If a circuit is overloaded, or a faultoccurs, the MCB protecting that circuitwill switch off automatically.

If the reason for this is not clear thenyou should:

1) Put the MCB switch back to theoriginal position. If it will not stayon, then ...

Switch off and unplug anyappliance on that circuit. If thereis more than one, try to return theMCB switch to the ‘on’ positionafter disconnecting eachappliance, so that the onecausing the fault can be identified.

2)

4)

SHOULD EITHER THE RCCB OR MCB SWITCH NOT RETURN TO THE ‘ON’POSITION, A FAULT COULD EXIST IN YOUR CIRCUIT, WHICH YOU SHOULD REPORT TO US.

12.5

Electrical Fittings

Fluorescent lights normally give long life. Ifthey flicker when you turn them on, it could bebecause the Starter Switch is faulty.

TubeBayonet Fitting

Diffuser

Pullcord Fluorescent Strip Light

BattenHolders

PendantLamp Holder

Single and Double Switches

Double Switched Socket

Cooker ControlPanel and Socket

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

Please tell us What is the exact nature of the problem (e.g. sockets and/or lights not

working, lights flickering, broken switch etc)?

Have you, in the case of light failure, checked the bulb?

Does the problem affect one room, if so, which one?

Were you using a particular appliance at the time of the power failure and, if so, have you checked the plug fuse?

12.6

Heating Systems

If radiators are not heating up sufficiently, it might be becauseair is trapped in them and you should try to bleed them. Thisis easily done with a Radiator Key. Be sure not to open thevalve any more than is necessary to let the air out. When thehissing noise stops and the water appears, the radiator is freeof air and the valve should be tightly closed. Ensure that thepump is turned off before bleeding the radiator.

StorageHeater

Thermostatic Valve

Central Heating Pump

With Central Heating Problems What type of heating system do you have and do you know the makers name

and model number (it may be marked on it)?

What type of fuel does the system use, (eg. gas, electricity, solid fuel or oil)?

Have you tried to bleed the radiators?

Does your heating system also provide hot water, if so, are you without both services?

Have you checked the thermostat, timer or fuses?

With all Heating Problems Have you any alternative means of heating (or, if also affected, of

obtaining hot water)?

Are there any persons with medical needs or very young or elderly people within the household?

12.7

Water Heaters

1Laggingjacket

There will often be a TemperatureControl Switch (1) at the top of theimmersion rod, or alternatively aCylinder Thermostat (2) might befixed to the outside of the cylinder.

2

Where an immersionheater is fitted, therewill be a nearbyProgrammer andperhaps a Timer.

It is common for homes to have aHot Water Cylinder. Water may beheated by an Immersion Rod. Somecylinders are within boxes.

It is also common for hot water to be fedto the cylinder from a boiler, eitherindependent of, or part of, a centralheating system.

You may have other typesof heater in your home,such as gas-firedInstantaneous WaterHeater.

Please tell us What type of heating system do you have and do you know the makers name

(it may be marked on it)?

Do you have hot water at any time or not at all?

Is the water cylinder hot, even when hot water is not coming through the taps?

Do you have alternative methods of heating water in your home?

Do you have other water supply problems?

12.8

Windows

Stay

SashCord

Catch

Fastener

PivotHinge

Stay

Casement Window

Vertical or Box Sash Window

Pivot Window

If it’s the glass that is broken Is the window single or double glazed?

Is it clear or obscure glass?

How did the damage occur?

If it’s a problem with the window What type of window is it and what is it made of (ie. wood, metal, plastic)?

Which floor is it on and which room is it in?

Are there any apparent problems, such as visible cracks in the sealing between the frame and brickwork, loose or missing putty, rot in the frame, missing/broken stays or fasteners, sash cords which need renewing, etc?

If a tiled sill is damaged, how many tiles are broken or missing and what type are they?

If you have a problem closing the window, has it recently been painted or does it show signs of warping or swelling?

12.9

RoofsYour roof will be Pitched (1), like thoseillustrated in this drawing, or Flat (2).

The pitched roof covering will be eitherTiles or Slates, some of which may beloose or missing.

Ridge Tiles (3) or Hip Tiles (4) or VergeTiles (5) can also become dislodged.

ChimneyPots

Stack

LeadFlashing3

4

1

5

2

If you have a Chimney youmay be able to see obviousproblems with it, such asdamage to a Chimney Pot.

Please tell us Do you have a pitched or flat roof?

How many storeys high is the roof?

Are any tiles or slates missing? If so can you see how many?

Is water coming through the ceiling? If so, in which rooms and is it occurring all the time?

Does anyone live above you? If so, when will they be in?

Are your electrics affected? If they are, switch the power off at the mains as soon as possible, remembering to take care.

12.10

Gutters and Rainwater PipesInternal Angle

3

2

1. The rainwater pipe may lead into a Hopperhead, which is a possible point of blockage by leaves.

2. This small section of the gutter is the Running Outlet. It may become blocked with leaves.

3. Each section is supported by Gutter Brackets, which may be broken, or not securing the gutter properly.

4. Rainwater gutters can leak at seals and joints, particularly on a Gutter Angle (this is an external gutter angle).

5. Rainwater pipes are secured to the wall by Pipe Clips, which may need attention.

6. The rainwater pipe usually discharges rainwater through a Shoe into a Gulley, where leaves and other debris may cause blockages. In other circumstances the rainwater pipe may go directly into the ground.

Stopend Outlet

4

5

1

6

Please tell us Is the gutter blocked, if so, can you see where?

Do you know what material the damaged part is made of (eg. iron or plastic)?

Is there a leak on either the gutter or rainwater pipe, if so, where is it (eg. on a joint)?

If guttering is broken, how many sections are involved?

12.11

Drains

The Vent Pipe is the continuationof the Soil Stack

Baths, sinks and wash basins haveWaste Traps which can becomeblocked. With some traps, such asa Bottle Trap, it may be possibleto unscrew the cap and clean it.

Toilets will discharge directly intoa Soil Pipe, which can be eitherinside or outside the property

Gulley

Occasionally, InspectionChambers get blocked.Usually these can be inspectedby lifting the cover.

To Public Sewer orSeptic Tank.

Please tell us Do you have a problem with soiled water backing-up, perhaps in your

toilet?

Is the waste trap to your bath, sink or wash basin blocked, if so, have you tried to clear it?

Is there any flooding from an inspection chamber?

Is there any damage to your home?

12.12

Walls and Ceilings

Types of Damp

Damp patches on ceilings may be caused by leaking plumbing equipment or rainwater penetration.

Damp penetration from outside will appear only on external walls. Penetration may be apparent near windows or close to gutters or rainwater pipes.

Try to establish whether the damp appears only when it rains or all the time.

Rising damp is caused by water from the ground penetrating damp courses. Signs include peeling wallpaper, lifting floor tiles and discoloured patches on lower walls.

Mould on walls can often be wiped clean but should be reported if it becomes serious.

Condensation is caused by water from the air coming into contact with a colder surface. It is recognisable by water drops on windows, mirrors etc, and sometimes mould patches on walls and ceilings.

Plaster Problems

A bulging ceiling may need early attention and should be reported as soon as possible.

Plaster flaking off walls and /or ceilings could have several causes. Usually, an inspection will be necessary, to find the cause and best remedy.

Many buildings experience some minor movement, which can cause plaster cracks. In reporting these, try to be specific on such things as location and the extent of the cracks.

Cracked or fallen rendering on external walls should be reported, giving as much detail as possible.

If you are reporting loose, broken or missing tiles, such as in bathrooms, tell us how many are missing or need refixing, their size and colour.

Some ways to reduce condensation Heat rooms well (but not with oil or calor gas heaters, which produce

moisture).

Open windows when washing or cooking.

Do not block air vents.

Keep heating on low during prolonged cold spells, rather than turning it on and off in the mornings/evenings.

12.13

Staircases

If the Handrail is damaged or inneed of refixing, please tell uswhat it is made of.

Stair Treads (if timber) canbecome split, broken or looseand creaky.

Balusters sometimes work looseor break.

Half Landing

Handrail (whichmay also be fixedto the wall).

Wall String

BalusterTread

NosingNewel Post

Riser

Please tell us Is the staircase internal or external?

Do you know what material the damaged part is made of (eg. wood, metal, concrete)?

12.14

Cupboards

Shelf

Hinges

Sealant

Worktop

Catch

DrainerWall Tiles

Sink

Sink Unit

For ease of reference, we have shown typical units. There are, of course, various styles and sizes, such as tall larder cupboards, but they nearly all share the same parts shown here.

Please tell us Which item needs repairing?

Which room is the unit or cupboard in?

In your opinion, does the item need repairing or replacing?

What is the colour of the broken part?

If handles are broken, what type are they?

How did the damage occur?

12.15

Fences and Gates

Gate Latch Tower Bolt “T” Hinge

Latch “T” Hinge

Palisade Gatepost

Typical Gate

Chainlink

Larch Lap Chestnut Paling Close Boarded

Please tell us If a latch or lock is broken, can you describe it?

If your fence is broken, what type is it and where is it?

Is there any danger to passers-by, or other types of risk, as a result of a broken fence?

12.16

Toilets

Sometimes a cistern willoverflow. If it does temporaryaction may be taken. This isdescribed on the page dealingwith Overflows.

There can be a problem withthe Cistern, causing it not tofill up. If you lift the Lid youmay be able to see if this is thecase.

Handle

WaterSupplyPipe

A leak can occur on the Flush Pipe, or the joint between it and the Pan (the Cone Joint).

Cone JointSeat Cover

Seat

Pan

Soil Pipe

A leak can occur at the Soil Joint.

A toilet that will not empty whenflushed is possibly blocked in thePan Outlet.

Please tell us Is the pan cracked, or are any pipes or joints leaking?

Does the toilet only leak when it is flushed?

If the toilet will not flush, are there any broken parts which you have noticed from looking inside the cistern?

Has the water supply been switched off?

How did the damage occur?

Do you have a second toilet in your home?

Are there any obvious problems, such as a broken pan?

12.17

Water Services

Gate Valves onsupply pipes.

Cold WaterTank

Gate Valve

Hot WaterCylinder

Stop Valve

It may be necessary to turnoff your main Stop Valve.You should know where it issituated and it is wise to test ittwice a year. To do this, firstshut it off and then open itfully. Then close it slightly byturning it back towards off byhalf a turn.Usual position of main

Stop Valve

Some items of equipment may have their own Isolation Valves, so that the watersupply can be turned off without affecting the rest of the supply. If this is not the caseyou may be able to turn the relevant supply pipe off at the Gate Valves on the pipescoming out of the cold water tank. This will leave you with some services, eventhough it might only be cold water to the kitchen tap.

Please tell us If you have a leak, can you see where it is, (supply or waste) and which item of

equipment is affected? How serious is the leak and is it the hot or cold supply?

Are your electrics affected?

If your water supply has been shut off it may be necessary to turn off your heating appliances.

12.18

Overflows

OverflowBall Value

Gate Valveson SupplyPipes

Hot WaterVent Pipe

Rising Main

Cold Water Tank

Overflow Float Ball Valve

Syphon Piston

A Typical Toilet Cistern

You can take temporary actionwhilst waiting for your overflow tobe repaired, by tying the Float inthe up position, thus closing theBall Valve. This will shut off thewater supply to the Cistern.

Please tell us Which overflow is causing the problem (eg. from the toilet, cold water tank,

etc)?

Where does the overflow discharge (eg. outside)?

Is the overflow running continuously or not?

Has the water supply been switched off?

12.19

Taps

Traditional Pillar Tap

The Tap Head or Handle (1) might beloose, perhaps because the RetainingScrew (2) is missing.

Sometimes a tap will not turn off properly,because of a worn Washer (3).

A tap can also be loose or leaking at theBase (4).

TapHead

Retaining Screw

Washer

Base

Sink Tap(High-necked Pillar)

Bath Tap (Pillar)

Basin Tap (Pillar)

Please tell us What type of tap is it?

What appliance is served by the tap (eg. bath, sink, wash basin)?

What is the exact problem (eg. loose tap head, dripping tap etc)?

You should find out where the stop valve is, in case you need to turn it off.

12.20

Sinks and Wash Basins

Various problems can occur withTaps (eg. a slow drip indicating thepossible need for a new washer).

SupplyPipe

Waste PipeAll wash basins are fitted with aTrap. Many have a Bottle Traplike this one, which can easily becleaned if a blockage occurs.

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

Please tell us

Is the problem with the sink (in the kitchen) or a wash basin (in the toilet or bathroom)?

What exactly is the nature of the problem (eg. a blockage, leak, crack, etc)?

If there is a leak on a supply pipe, is it the hot or cold one?

If the sink is blocked, what type of trap is it and have you made any attempts to clear it?

How did the damage occur?

If there’s a problem with the tap, what type is it? (See taps page).

12.21

Baths

Damaged Sealant between the bath and thesplashback tiles will need attention to preventwater seeping through.

SplashbackTiles

Sealant

Bath Panel

OverflowPipe

Leaks will be noticeable from the:

Overflow - if the bath is overfilled.Waste Pipe - when the bath is emptiedSupply Pipes - at all times.

Waste pipe

Supply Pipe

Please tell us If there is a leak, which pipe is it from?

If the leak is on a supply pipe, is it the hot or cold one?

If there is a problem with an overflow pipe, where does it empty out?

If the splashback tiles are broken, how many tiles are affected and what are their colour and pattern?

If the bath panel is damaged, what colour and material is it?

Has the leak caused any damage in your home?

12.22

REPAIR AND MAINTENANCE LOG

Date Work carried out ContractorName

12.23

Date Work carried out ContractorName

12.24