Information for residents

• Structurally integrity – ensure the foundation, roof, walls, and windows are sound and free from significant defects
• That your home meets our Decent Home Standard
• Repairing/replacing of roofs and fascia’s
• Repairing/replacing of windows and external doors
• Repairing/replacing of drainpipes and gutters
• Annual checking of gutters
• Ensure plumbing systems are functional addressing leaks beyond external walls, blocked external drainage, and water pressure issues
• Maintain the central heating system, including fires, boilers, radiators, storage heaters and immersion heaters
• Maintaining electrical systems, including wiring, circuit breakers, light fittings, light switches, and sockets
• Repairing/replacing boundary fences and gates
• Repairing/replacing of cracked flag stones
• Supply smoke alarms
• Supply carbon monoxide alarms (if gas supply is present)
• Repairing of any leaks within your home and making good any décor caused by leaks
• Completing required compliance certificates such as CP12s and EICRs
• Proofing works for pests
• Maintenance, repair or replacement of any integrated consumer/white goods on the premises

If you’re in one of our block of flats, we also:

• Fire Safety, including testing and servicing of communal fire alarms and emergency lighting.
• Maintaining common areas, such as hallways, lobbies, stairwells, and lifts

Important Information regarding maintenance/compliance visits

• Any missed appointments with contractors will be charged for
• When the contractor attends, you may also be charged if the issue(s) are deemed as the tenant’s responsibility or the tenant’s misuse

• Bleeding radiators
• Repressurising boilers (where able)
• Replacing tripped switches, fuses, and light bulbs
• Clearing waste pipe blockages and unclogging drains within your home’s boundary
• Repairing minor cracks and holes in walls and ceiling
• Any television aerials and your own reception equipment
• All internal decoration should be kept in the same colour style as the day you moved in. No decorating without our permission. For permission, email maintenance@habodel.co.uk
• General garden maintenance if you have an allocated garden. Maintaining outbuildings e.g. sheds and greenhouses.
• Keeping your home clean and in good order inc. routine cleaning of floors, appliances, and fixtures
• Ventilating your home to prevent condensation and mould, no drying clothes on radiators and ensuring you’re using extractor fans
• Heating your home to prevent condensation and mould
• Cleaning and mould caused by condensation and redecoration of affected areas if required
• Repair any damage caused by you, your family or visitors
• Replacing broken or cracked glass caused by you, your family or visitors
• Arranging for locks to be changed due to lost or damaged keys
• Getting rid of unwanted pests, live rodents, and wasps
• Testing smoke and carbon monoxide alarms monthly, changing batteries annually
• Replacement of broken toilet seats
• Ensure windows are cleaned on a regular basis inc. glass and frames
• If permission is granted to have a pet in your home, repair any damage caused by the pet
• To ensure all rubbish is disposed of correctly using the correct bins or local recycling centres
• To clean and disinfect all showerheads in the premises every 6 months
• Changing batteries in thermostats
• Maintenance, repair or replacement of any freestanding consumer/white goods on the premises

Important Information regarding maintenance/compliance visits

• Any missed appointments with contractors will be charged for
• When the contractor attends, you may also be charged if the issue(s) are deemed as the tenant’s responsibility or the tenant’s misuse

Emergency faults are those that could cause an immediate danger to your safety, security or health:

• Gas leak (in this event, Transco will reach your home within 1 hour and any repairs will be followed-up within 4 hours)
• Complete loss of power to your home
• Heating system breakdown over the week-end
• Fire
• Structural Collapse
• Security break-ins – at the entrance to or exit from your home
• Loss of water supply
• Burst pipes and/or flooding

If you have an emergency with your home at night or the weekend, please check that we cover it before calling 01302 499 202.

What is an emergency?

The following two pages provide you with the details you need to manage emergencies and urgent repairs. Please read through this information carefully.

If requests for non-emergency repairs are made using our emergency number, we will have to pass on the cost of the work to you.

Office hours for reporting urgent maintenance issues are 8.30 am – 5pm, Monday – Friday.

Anything outside these hours we class as an emergency call (5pm – 8.30 am Monday – Friday and weekends + bank holidays).

Please note that any repairs needed due to damage caused by you or your visitors will be charged for.

Emergency faults are those that could cause an immediate danger to your safety, security or health:

• Gas leak (in this event, Transco will reach your home within 1 hour and any repairs will be
• followed-up within 4 hours)
• Complete loss of power to your home
• Heating system breakdown over the week-end
• Fire
• Structural Collapse
• Security break-ins – at the entrance to or exit from your home
• Loss of water supply
• Burst pipes and/or flooding

So there are no doubts, emergencies or urgent repairs are defined as:

Emergency Remember to…

LEAKS

• Leaks that can’t be stopped or will cause further damage if allowed to continue
• For complete loss of water to your home, call your local water company or visit their website

1. Turn off the water using the stopcock
2. Place a suitable container under the leak to stop any further damage
3. Contact your neighbours to see if the leak is coming from next door or above
4. Call and record the outcome of the contact with any neighbouring property

COMPLETE LOSS OF POWER TO YOUR HOME

Check your payments are up to date and your meter is topped up before calling the National Grid FREE on 105

HEATING SYSTEM BREAKDOWNS

At the beginning of a weekend or holiday period where there is a risk of the system freezing: Call 01302 499 202

FOLLOW THE FIRE EVACUATION PLAN FOR YOUR PROPERTY

Contact the emergency services immediately on 999, then call 01302 499 202

IF YOU THINK YOU HAVE A GAS LEAK OR CAN SMELL GAS

Leave the house and phone the National Gas Emergencies number immediately on 0800 111 999, then call 01302 499 202

STRUCTURAL COLLAPSE OR RISK OF COLLAPSE

Vacate the property, then call 01302 499 202

SECURITY BREAK-INS TO THE ENTRANCE OR EXIT OF YOUR HOME

Contact the emergency services immediately on 999, then call 01302 499 202. Please make sure you note the crime reference number

To renew your contract or, if you want to stay with us but you are looking to change area, downsize or upsize, please contact our team.

Email customerservices@habodel.co.uk or call 01302 244 441

For problems with your rent, such as arrears or concerns about making future payments, please get in touch. We will always aim to work with you to find a solution.

Email rental@habodel.co.uk or call 01302 499 203

Resolving resident satisfaction issues is our chance to put things right and improve our service for all. Click here to raise an issue.

Email customerservices@habodel.co.uk or call 01302 244 441