My repair responsibilities

We aim for 4 hours, but definitely within 24 hours of being reported. (Dependant on nature of the repair)

We prioritise repairs that remove immediate danger to people, avoid flooding or major damage to the property, make the property secure, or restore total loss of heating in winter or restore full or partial failure of sanitation; water or electrical supply; or heating systems. Also, to overcome serious inconvenience to the household or where there is a
possible health, safety or security risk.

If we can, we’ll complete the repair right away. If that’s not possible, we’ll make the situation safe and carry out any follow up work as an urgent or routine repair in normal working hours.

Examples of emergency repairs:

• A water leak that cannot be controlled (usually on a supply pipe, not a waste pipe)
• Total loss of electricity or water
• Offensive or racist graffiti
• Broken lifts
• Fire damage and flooding
• Major structural damage
• Complete loss of heating where no temporary heating is available
• Breakdown of hot-water supply or boiler (no means of hot water and heating)
• Faulty electrical fittings (not appliances unless supplied, but not gifted by us) or exposed wiring

We’ll offer the next available appointment based on our availability. Your appointment will be within 28 days.

• Breakdown of hot-water supply or boiler (with available means of hot water and heating)
• Repairs to external walls
• Repairs to plasterwork where crack is wider than £1 coin
• Minor plumbing works and tap replacements
• Leaking cisterns and plumbing overflows
• Toilet not flushing
• Minor leaks, blocked drains and pipes
• Repair and clearing of guttering and down pipes blocked by leaves or debris and causing overflow damage
• Minor roof repairs
• Faults to door entry systems

Delivered within 120 days of Works Order being raised.

• Major damp remedials e.g. ventilation and insulation
• Major plastering
• Major refurbishment works
• Non-emergency ground works

Delivered within 365 days of Works Order being raised.

• Renewal of fencing lines at the end of fence lifecycle

It’s a legal requirement that we carry out a gas safety service on your gas appliances every year. This is to make sure you are safe in your home.
We’ll be in touch with you to arrange an appointment time for this work to be completed. If you know your gas safety check is due and you’d like to book your
appointment, you can call Gas Call Services on 0330 002 1169 or do this through your MyRaven online account. It’s a condition of your tenancy that you allow us into your home to carry out these important safety checks. The yearly gas appointment will take around one hour.

If we can’t gain access, we’ll start legal action to carry out the service, which you will be responsible to pay any legal charges. This is for the safety of you and your neighbours.

Smell gas?

If you suspect a gas leak:

• Call National Grid Gas Emergency Helpline on 0800 111 999
• Open all the doors and windows
• Turn off the gas supply at the meter control valve
• DON’T turn on any electrical switches
• Get out of your home immediately
• Do not smoke or use naked flames
• It’s illegal for anyone to use a gas appliance if they suspect it’s unsafe
• Turn the appliance off and don’t touch it until it has been checked by a Gas Safe Registered engineer

If you’re unsure of what to do if you smell gas, call us on 0300 123 3399.

We’re legally required to carry out electrical testing in your home either every five years or before re-letting an empty property. This is to make sure you’re safe in your home.

We’ll be in touch with you to arrange an appointment time for this work to be completed. If you know your electrical safety check is due and you’d like to book
your appointment, you can call us on 0300 123 3399 or do this through your MyRaven online account.

It’s a condition of your tenancy that you allow us into your home for these important electrical checks. The electrical testing appointment will take around four hours.

Electrical failure

If your lights or power go off, it means your trip switches are working properly. You can find out what caused the problem and sort it out quite easily.

This advice only applies to modern consumer units fitted with circuit breakers, called trip switches. If there’s a fault somewhere, a switch is tripped and the circuit is broken. You’ll find all the trip switches (or fuses) in the consumer unit/fuse board. Some consumer units have buttons rather than switches. The consumer unit may be near your front or back door, or next to the electricity meter.

If you have an older ‘fuse board’ with rewireable fuses or cartridges, don’t touch it and contact us immediately on 0300 123 3399.

Consumer unit

If an electrical appliance is faulty, leave it unplugged and get a qualified electrician or service engineer to check the appliance.

Top tips:

• Don’t remove, change or add electrical fitting or wiring without our permission
• Don’t touch bare wires, sockets or switches with wet hands
• If water is leaking onto electrical fittings or a fitting is dangerous, don’t use or touch any switches connected to it
• Switch off the electricity supply at the consumer unit (mains) and contact us immediately on 0300 123 3399. If it’s a rewireable or cartridge consumer
  unit do not touch it but contact us straight away

If you haven’t got electricity, check:

• Your area to see if other properties are affected
• You have money on your meter
• All appliances are unplugged before resetting your trip switch and contacting us

Before you purchase a cooker please check if your property has a gas and/or electrical outlet. It’s not our responsibility to install or connect a gas or electrical
connection.

You’re responsible for ensuring that your fridge, freezer, washing machine, tumble dryer, dishwasher etc. are installed and connected safely in accordance with
the user guidance. If you’re at all unsure, you should contact a qualified engineer or call us for further guidance. We’re not responsible for installing and connecting your white goods.

You must use a competent qualified person to carry out work for installing cookers. For gas cookers the engineers must be Gas Safe (formerly CORGI) registered, and for electrical cookers they must be NICEIC qualified. Keep hold of any paperwork given to you by the engineer that you use.

Asbestos is found in some products used in homes and buildings, including ceilings, interior walls and panels, flooring materials and domestic appliances such as
boilers.

If the asbestos is not damaged or located somewhere it can’t be easily broken it won’t be a risk to you, as it’s only dangerous when damaged and airborne.

Before starting any home improvements or maintenance, check MyRaven for your asbestos report or contact us so we can check our records and let you know if any asbestos is present.

Many lifts have a voice communication device fitted. If the lift breaks down, press the alarm button and it’ll automatically connect you to our 24-hour call centre.
We’ll aim to arrive within 30 minutes. Many lifts break down because of misuse or vandalism. Please help us by reporting offenders.

Please don’t:

• Allow children to play with lifts
• Play with the winding gear
• Block lift doors open
• Drop litter in the lift
• Go into the lift plant room or shaft
• Allow animals to foul in the lift

If you’re locked out of your home, you should first call your contents insurer, as you may be covered. If not, we can
force entry, but you’ll need to pay for this service. If full payment is a problem, we can offer a supporting payment
plan. Tip: consider leaving a spare key to your property with someone you trust.

Replacement fob keys are also rechargeable and can be collected from Raven House on request.

Remember, if you report an emergency repair we’ll always come and make the situation safe. Any follow-on repairs
that are needed will be carried out in normal working hours.

You’re responsible for:

• Replacing keys or locks when keys are lost, or you are locked out (unless you live in Sheltered or Temporary Housing)
• Repairing or replacing internal doors and locks, including bedroom, living room and cupboards
• Repairing or replacing door handles, letter boxes, cupboard catches and hinges
• Adjusting doors, particularly when you fit new floor coverings
• Glazing repairs to internal doors and cupboards (but not security glass)
• Replace glass in windows, unless it is caused by vandalism or a break in
• Repairing or replacing additional security locks, even if the previous tenant installed them

We’re responsible for:

• Change locks to front or back entry doors with a crime reference number (please note this isn’t the same as an incident number. We can’t do this work with an incident number)
• External door/window that can’t be secured
• Bathroom, toilet, kitchen or communal doors that can’t close

We sometimes need to put up scaffolding for gutter works. In bad weather conditions repair workers can’t work at height, for example on ladders, scaffolding or on the roof for health and safety reasons. When scaffolding is needed to repair an issue this may impact television signals. This is unavoidable and we’ll try to limit the period of time that your signal is unavailable. We’re unable to provide alternative signal solutions.

You’re responsible for:

• Replacing broken or cracked glass in any door (for safety reasons we can do the work and recharge you the cost of the repair)
• Keeping window trickle vents Open, Clean and Clear. This will help prevent condensation and mould. Find more tips for reducing condensation here.
• Replacing window keys to locking windows where these are fitted
• Keeping gully grids clear of leaves and rubbish

We’re responsible for:

• Re-glaze window or door (except those that have previously been made safe)
• Blown/misted sealed window units
• Repair gutters and rain water pipes (in dry conditions)
• Re-glazing of boarded windows (only with a police crime reference number)

Satellite dishes

We’ve installed Integrated Reception Systems (IRS) on all blocks with 12 or more flats. This provides a single channel/feed of Sky or Freesat reception to each dwelling. To receive Sky Plus/Q or full Freesat reception you will need an additional connection. This means that residents in blocks fitted with this system will not require an individual satellite dish to receive Sky and Freeview signals. Residents aren’t allowed to install satellite dishes in any dwelling without prior permission or guidance.

Roofs, walls and ceilings

You’re responsible for:

• Looking after any aerial or satellite dish you had permission to put up, or any aerial that was on the building when you moved in, unless it’s a communal aerial
• Decorating walls and ceilings, including filling minor cracks and holes
• Putting up and repairing shower curtains and rails, battens, pelmets, coat hooks and shelves
• Controlling the build-up of moisture in your home, to prevent damp and mould appearing on walls or ceiling. You should keep air vents clear and use extractor fans and window trickle vents (where provided) to prevent
  condensation. You should always try to dry clothes outside and open windows if you’re drying clothes indoors

We’re responsible for:

• Dangerous structures and ceilings
• Roof leaks (these can only be repaired externally in dry weather)
• Major plastering defects to ceiling or wall
• Brickwork and concrete repairs

Bathrooms will be maintained for wear and tear, however you’re responsible for maintaining the sanitary wear and the upkeep of your bathroom/s to support its lifecycle of 40 years.

Stopcock

Make sure you know where the stopcock is. It’s the mains tap where you can turn off the water in an emergency. Check you can easily get to it and that everyone living in your home knows where it is if they need it. If you test your taps for water when the stopcock is turned off, please remember to turn your taps off again to avoid flooding when the stopcock is turned back on.

Leaks

If water is leaking, try to collect it in a dish or bucket. If it’s leaking onto electrical fittings, do not touch them.
On the consumer unit turn the switch for that circuit to the ‘OFF’ position. This turns off the electricity to the fitting.

Blockages

A blocked toilet is not an emergency unless there’s only one toilet in your home. You must try to clear these blockages yourself before you call us. Do not pour fat, rice or any kind of oil down sinks, toilets or outside drains. If a blockage is caused by items such as nappies, air fresheners, tampons, wet/baby wipes and other objects, you’ll be recharged for the cost of clearing it.

Don’t apply caustic soda to blockages, as this could be harmful to you and others, and it could melt pipes. If we
need to attend after you’ve tried to clear the blockage you must inform us of the products that you’ve already tried to make sure we don’t cause a chemical reaction that could be harmful to anyone present.

How to prevent a blockage

Blockages are mainly caused by hair being washed down plugholes in bathrooms. In the kitchen, sinks are often blocked because of a build-up of grease or fat in the pipe. Both these types of blockage build up over time and the flow of water becomes slower. This is because the inside of the pipe is becoming smaller and smaller as the deposits build up over time. Regular use of chemical drain cleaners will help keep the waste system clear and smelling fresh, but remember to follow the instructions carefully as some products aren’t suitable for plastic pipes.

How to unblock a bath, basin or sink

• Scoop out most of the water with a jug or cup
• Hold a wet rag tightly over the overflow opening
• Place the plunger over the plug hole and pump it up and down quickly (this maybe easier with a second person to help you)

How to unblock a toilet

• If the toilet is already full, remove some of the water into a bucket using a scoop, for example an old jug
  or cup
• Push the toilet brush or plunger to the bottom of the toilet bowl
• Pump it up and down with force about 10 times. This creates a vacuum and pressure, which may shift the blockage
• Flush the toilet to see whether the blockage has gone. You may need to repeat this process a few times before the toilet flushes normally. If there’s no improvement, you should contact us.
• Thoroughly wash your hands and all equipment after you’ve finished and don’t use the old jugs or cups for eating or drinking again.

You’re responsible for:

• Unblocking waste pipes to sinks, toilets, basins and baths where the blockage is in your home
• Repairing or replacing toilet seats, bath panels, plugs and chains on baths, basins, or sinks. Not in temporary accommodation.
• Trying to clear blocked baths, basins, sinks or toilets
• Clearing blockages or repairing leaks from your washing machine or dishwasher, and upsurges
• Keeping gully grids clear of leaves and rubbish, this will help to avoid blockages and flooding
• If a water pipe has burst you should turn off your water supply at the stopcock, and then turn all taps on to allow remaining water to flow out and release pressure
• Fitting pipes for a washing machine or dishwasher (if not already provided)
• Taking steps to prevent water in pipes and taps freezing in cold weather, particularly if you’re going away

We’re responsible for:

• Replacing or re-affixing broken, cracked internal wall tiles
• Blocked toilets after you’ve attempted to clear yourself as above (where there is only one in the property)
• Renew or repair toilet (where only one in property)
• Reseal around bath/sink/basin and replacing wall tiles
• Water hammer, defective tap washers
• Renew bath, hand basin or toilet (where property has two)
• Severe water penetration and flooding
• Major blockages to stacks and surging drains
• Renewing inspection chamber and/or cover
• Repairing gully grids
• No drinking water or loss of mains water
• Plumbing leaks
• Repairing duct boxing

We’re not responsible for damage to your carpets or other floor coverings, unless it’s been caused through neglect
by our repair team or contractors.

You may be asked to lift your floor covering, so repairs can be carried out, you’ll also be responsible for putting it
back. If you lay carpets, these should be held down with gripper rods. This makes it easier for you to lift them for
repairs.

You should report issues with communal flooring as soon as you notice them. These could be a health and safety
hazard to others.

If you’re vulnerable or disabled, we’ll move some items of furniture to carry out repairs to flooring, however we may
not be able to move large or fragile items for you. You’ll need to sign a disclaimer for any items moved by our team
or contractors.

You’re responsible for:

• Repairing any floor covering you’ve fitted (vinyl tiles, sheeting, carpets, laminate) or that was fitted by a previous tenant
• When you leave your property you must lift any laminate flooring, otherwise you’ll be recharged for the cost of removal

We’re responsible for:

• Problems with flooring in communal areas or stair tread(s) where there’s a health and safety issue
• Loose or detached banister or handrail(s)
• Communal floor or wall tile repairs

Remember, it’s your responsibility to allow us or our contractors into your home for testing and servicing of your electrical installation. Failure to comply is a breach of your tenancy agreement and enforcement action may be sought that will incur a cost to you that we hope to avoid with your cooperation.

Electrical failure

If your lights or power go off, it means your trip switches are working properly. You can find out what caused the
problem and sort it out quite easily. This advice only applies to modern consumer units.

If you’ve not paid your bill or not put enough credit in the meter (£10 minimum) your electricity supply could be
disconnected. You’ll need to contact your supplier.

If an electrical fault occurs and you’re not sure what to do you should always call us on 0300 123 399 or through
your MyRaven online account and ask for telephone support or an engineer to attend to resolve/advise of the
issues found.

Your responsible for:

• Resetting trip switches and, if needed, turning off the mains supply
• Replacing non-standard batteries in smoke alarms and carbon monoxide detectors, indoor fluorescent tubes and other light bulbs
• Light bulbs inside light fittings, such as in bathrooms (unless you’re vulnerable, for example resident within Sheltered accommodation)

We’re responsible for:

• Maintenance and repair of all electrical inter linked smoke and heat detectors
• Repair to communal door entry phones
• Lift breakdowns
• Total loss of electrical supply (if this is a supplier fault, you’ll need to contact your supplier)
• Partial loss of electrics, for example one room, lights only, or sockets only
• Re-secure loft hatch or intake cupboard gas or electric
• Faulty communal TV aerials
• Electrical extractor fans

Guidance for consumer unit trip switches

Why does my trip switch or button usually operate?

• Too many appliances (overloaded)
• Faulty or misused appliance, such as a kettle has been over-filled, a toaster not cleaned or an iron is broken
• Water has leaked into a circuit or spilled into a socket
• A light bulb has blown
• An immersion heater is faulty

What can I do?

• Make sure your hands are dry when you touch electrical fittings
• Check which trip switches/buttons have tripped to the OFF position and which rooms have been affected
• Put these switches/buttons back to the ON position
• If the issue continues, contact us for support

If the trip goes again it is probably being caused by a faulty appliance or light

• Check all the rooms and note which set of lights or sockets is not working
• Unplug all appliances on that circuit, and switch off the immersion heater
• Switch the ‘tripped’ switch to ON
• Plug in the appliances or switch on each light one at a time until the trip goes again. Don’t use adaptors when testing appliances

It’s your responsibility to allow our team or our contractors into your home to allow us to test and service your appliances. If you don’t give us access, it’s a breach of your tenancy agreement and enforcement action may be taken. This will be at a cost to you, but we hope to avoid this with your cooperation.

Depending on your boiler, you may need to relight and reset the controls yourself. Guidance on how to do this can be provided by customer services or by raising a repair engineer to attend.

Ventilate your home through vents and open windows to heat dry air not damp air through poor ventilation. It’s cheaper to heat a dry well vented home than a closed up wet air home. You can even turn your thermostat down! Lowering the temperature by 1C could cut your heating bill by 10% per year.

You’re responsible for:

• If you smell gas contact National Grid Gas Emergency Helpline immediately on 0800 111 999
• Check your heating controls (room thermostat, timer or programmer) are set correctly
• Keep your home properly heated to prevent frozen or burst pipes, even when you are away, and keep it ventilated to prevent condensation
• Get chimneys (used for coal or wood fires) swept once a year by a sweep registered with the National Association of Chimney Sweeps

We’re responsible for:

• Loss of communal heating or lighting
• Blocked flue to boiler
• Total or partial loss of space or water heating
• Leak from water or heating pipe, tank or cistern

Kitchen doors and drawer fronts, including handles, are your responsibility for maintaining. We’ll make sure the base/wall unit carcass, worktops (due to wear and tear) and related plumbing (excluding wash machines and dishwashers) are kept in a good condition. The kitchen should be maintained to support its lifecycle of 30 years. If you ask us to help with a repair that is your responsibility, you will be recharged.

You garden/s is/are your responsibility to maintain by being free of rubbish, cultivated with shrubs, bushes, trees and lawns maintained to an acceptable standard. See ‘how to return your home’ leaflet for guidance.

If you see vermin such as rats or mice you should report this through your MyRaven online account or by contacting customer services on 0300 123 3399.

If you’re locked out of your garden, garage or home you should contact your contents insurer as this might be
covered under your policy and avoid us charging you to gain access.

If your garage is separate from your home, you need to ensure it’s kept safe and secure at all times.

Your garage must not be used to store any dangerous items that could explode or catch fire (such as petrol, oil,
bottled gas or other toxic materials).

Don’t grow shrubs or climbing plants near or against house walls. These can damage brickwork and foundations,
and can cause damp problems.

Fencing and gates

Keeping dogs in your property is your responsibility, not ours. Fences are put up as boundary markers, not to keep in pets. If the fence is in need of repair, it’s your responsibility to keep pets from straying until we’re able to repair the fence. If the fence is damaged due to neglect you’ll be recharged for the repair.

Fencing repairs will be delivered within a 365 day cycle from date of works agreed. This length of time is due to the volume of fencing repairs required and the time they take to repair, especially during stormy seasons. Any accidental damage or vandalism to a panel and/or the whole run of fencing is not covered by our ‘end of life’ fencing repair standards. If you make any unauthorised changes to fencing, this also isn’t included.

Rear garden fencing

• When we do repairs, we’ll repair or replace like for like, this includes chain-link
• When we replace the whole fence line we’ll replace with six-foot panel fencing, concrete gravel boards and posts

You’re responsible for:

• Replacing keys or locks to garages when keys are lost or stolen
• Gaining entry to your garage if you lose your key (there is a recharge if obtained from us)
• Fencing repairs to individual properties outside of wear and tear (this will be recharged back to you)
• Replacing keys or locks to sheds when keys are lost or broken
• Maintaining individual paths/patio areas, except the one leading from the boundary to your main / back entrance door
• Replacing clothes lines and rotary driers, except in shared areas
• Security of anything left inside sheds and garages
• Maintain fencing in front gardens
• Maintain front boundary gates, including catches, locks and hinges
• Maintain rear and side access gates, including catches, locks and hinges

We’re responsible for:

• Fencing repairs to individual properties due to wear and tear
• Repairs to garage doors, (these will never be treated as an emergency repair)
• Communal paths
• Maintain fencing and walls that form a boundary with a highway, footpath or public right of way. We may replace existing brick walls with wooden fencing, if appropriate.
• Boundary walls, gates and fences owned by us
• Replace rear garden fences at end of life (35 years for chain link fences, 20 years for wooden privacy panels adjacent to windows – fencing specification available on request)
• Removal of front garden fencing when broken (we won’t replace)

Guide for fencing

• Front fences should not exceed one meter in height and rear fences two meters
• Any neighbour who is on the boundary where the fence is to be erected should be informed
• Prior check that the fence boundary belongs to Raven Housing Trust
• All fences need to be constructed on the boundary line and the removal of all old posts etc. should be completed before the new fence is fitted
• All posts and gravel boards need to be made of reinforced concrete
• Before digging post holes check for any risks or hazards such as: drains, cables or pipework
• The posts need to be at least 800mm longer than the required fence post height
• All post and gravel boards must be installed vertical and square to the level ground, be concreted in to the ground and capable of withstanding any wind placed on the fence, post and gravel boards
• Mortice brackets can be fitted to concrete posts to secure arise rails. Aris rail clips can be fitted to existing timber fence posts
• If feather edge fencing is to be fitted the aris rails need to be facing the raven property and not into a neighbouring property
• If arise rails are fixed, then the fence panels should have the best side facing the neighbouring property. This will support any future maintenance should you need to replace a panel
• Gates need to be fitted using T hinges, secured using a gate latch and bolts if required
• All timber must be treated on all sides before installation
• All timbers need to be treated with a timber protection at minimum of every other year, to support the lifecycle of the timbers and protection from weather

More information on improvements can be found here, where you will be able to complete a home improvement request form.

Do I need planning permission for my fence?

Here are some basic questions that will help you understand what you can do and make the right decision. If you’re unsure you should ask prior to starting by contacting us.

1. Will the fence or wall be within the boundary of a Listed Building?
Yes: You require planning permission
No: Go to Question 2

2. Will the fence or wall be within 20 meters of any road or footpath? This includes the front and rear footpaths.
Yes: You require planning permission
No: Go to Question 3

3. Would any fence or wall, which is more than 20 meters from any road or footpath be greater than two meters in height?
Yes: You require planning permission.
No: See below:

If your answers are NO to all the questions above, you should not require planning permission.

If you’d like to receive this confirmation in writing, please request this before starting work from customer services.

You’ll need to submit prior plans of the proposed works to ensure that this is compliant.

This will require a :

• Site plan of your home and the area in question
• Drawing with accurate measurement to define the area:
  • Location of any roads or footpaths
  • Location of the proposed fence or wall line
  • Indicate the distance and heights

More information on improvements can be found here.

Or you can contact your local authority who will advise further on any planning requirements in your local area.

Further advice can be on the Planning Portal (please note this is independent guidance so may change).